This site is 100% ad supported. Please add an exception to adblock for this site.



undefined, object
copy deck
Chapter 9 1. List and explain the 2 Human Characteristics that make-up emotional competence(6)?
A: Personal Competence. How we manage ourselves. Recognizing our emotions and their effects, keeping disruptive emotions/impulses in check, and maintaining honesty and integrity. Social Competence. How we handle relationships. Sensing others’ feeling and perspectives, listening openly and sending convincing messages, and negotiating and resolving disagreements.
Chapter 10 2. List and explain the 5 confirmation behaviors (20)?
1) Orientation and Training: Little or no orientation can reduce new hire effectiveness and contribute to dissatisfaction and turnover. Sends the message “You are important, and we want you to get off to a good start.” 2) Praise: Makes employee feel important and needed. Handled correctly can help to ensure repetition of desired behaviors. 3) Courtesy: Being considerate of others in small ways, showing respect for what others revere, and treating everyone, regardless of position, with consideration. 4) Active Listening: Sending back to the speaker what you as a listener think the speaker meant in terms of both content and feeling. 5) Positive Written Communication: Appreciative notes and letters. Used too infrequently. Can have considerable impact on employee morale and can improve communication within the organization.
Chapter 11 3. List the 10 of the 12 factors that form YOUR image (10)?
1) Surface Language 2) Entrance and Carriage 3) Positive Attitude 4) Dress and Grooming 5) Manners 6) Competence 7) Integrity 8) Facial Expression 9) Voice Quality 10) Handshake 11) Versatility 12) Self-Confidence
Chapter 12 4. The Leadership Grid has 2 leadership style dimensions, list them (5)?
Concern for people, concern for production.
5. List and explain the 5 management styles in the Leadership Grid (20)
1) Impoverished management: Inactive. Low people and production. 2) Country Club management: Low on production, high on people. 3) Authority-compliance management: High production, low people. 4) Middle-of-the-road management: moderate for both. 5) Team management: High people and production.
Chapter 13 6. List the 5 steps of the conflict and Resolution Process (10)?
1) Decide whether you have a misunderstanding or a true disagreement. 2) Define the problem and collect the facts. 3) Clarify perceptions. 4) Generate options for mutual gain. 5) Implement options with integrity.
Chapter 14 7. What are 3 things that stress can come from (6)?
1) Change 2) Technostress 3) Noise Pollution
8. List the 7 stress management strategies (14)?
1) Sleep 2) Exercise 3) Nutrition 4) Meditation 5) Humor and fun 6) Solitude 7) Emotional Hardiness
Chapter 15 9. List and explain the 3 pillars of a comprehensive diversity program (6)?
1) Organizational Commitment: Ongoing, not a one day workshop. 2) Employment Practices: Actively recruit, and retain. 3) Training and Development: Training programs to give managers and employees the tools they need to work effectively together. Can reduce discrimination.
Chapter 16 10. List the 3 problems facing women in the workplace (8)?
1) The Wage Gap 2) The Glass Ceiling 3) Balancing Career and Family Choices
11. Define (10):
Flextime- A core time when all employees work, with flexible arrival and departure times. Job Sharing- Two employees share the responsibilities of one job (i.e. one in the am, another in the pm). Telecommuting- Working from home via PC. Quid pro quo- When a supervisor threatens subordinate job security or promotion based off of rejection of sexual advance. Linguistic Style- A persons speaking pattern including characteristics such as pacing, directness, etc.
Chapter 17 12. List & explain the 5 things that “Real Wealth” may come from (10)?
1) Physical and mental health. Improved outlook, self-esteem, confidence. 2) Education and training: Intellectual growth. Positive correlation with better health and a longer life, and prevents depression. 3) Leisure time: Opportunity to reduce stress and relax. 4) Healthy spirituality: Can lead to a higher degree of harmony and wholeness in our lives, and move us beyond self-centeredness. 5) Only 4 in the book?

Deck Info