Test 1

Question 1

interactions with people

Answer 1

Human relations means

Question 2

GOAL OF HUMAN RELATIONS

Answer 2

to create a win-win situation by satisfying
employee needs while achieving
organizational objectives.

Question 3

what people say and do
◦ basic psychology & communication principles
◦ individual behavior influences group behaviors

Answer 3

INDIVIDUAL BEHAVIOR

Question 4

consists of the things two or more people say and do

as they interact

Answer 4

GROUP-LEVEL BEHAVIOR

Question 5

a group of people working to achieve one or more
objectives
◦ the collective behavior of the individuals and groups
within the organization

Answer 5

ORGANIZATIONAL BEHAVIOR

Question 6

 Illumination Room Experiment
 Relay Assembly Room Experiment
 Bank Wiring Room Experiement

Answer 6

HAWTHORNE EFFECT

refers to an increase in performance caused by special attention given to employees.

Question 7

CHANGE THE OTHER PERSON
 remember it takes two to tango – blaming others usually makes matters worse –
you can’t force someone to change
◦ 2. CHANGE THE SITUATION
 remove yourself from the environment
 work together or with some neutral entity to change the situation
◦ 3. CHANGE YOURSELF
 remember – your own behavior is the only thing you can control
 examine others behavior to determine why they are behaving the way they are – try
to understand – empathize
 remain assertive but not aggressive
 amazingly when you change, others usually do

Answer 7

How to resolve human relations issues.

Question 8

is a relatively stable set of traits that aids in

explaining and predicting individual behavior

Answer 8

PERSONALITY

Question 9

◦ fast moving, hard driving, time conscious,
competitive, impatient, and preoccupied with work
◦ a heart attack looking for a place to happen!

Answer 9

TYPE “A” PERSONALITY

Question 10

◦ easy-going – laid back

Answer 10

TYPE “B” PERSONALITY

Question 11

◦ ? = believe they have little or no control of their lives
and are closed to new experiences
◦ believe that fate - chance – luck – other people – environment –
situation – whatever - determine their lot in life – “victim”
mentality
◦ give up easy when faced with challenges
◦ more likely to be unhappy – unsuccessful
◦ externalizing can be improved with awareness and practicing methods of
taking control in your life
◦ ? = believe they are in control and are open to new
ideas – make their own destiny – happier at work & more successful
in life overall

Answer 11

LOCUS OF CONTROL

◦ EXTERNALIZERS

◦ INTERNALIZERS

Question 12

◦ Surgency
◦Agreeableness
◦Adjustment
◦ Conscientiousness
◦Openness To Experience

Answer 12

BIG FIVE MODEL

Question 13

PREFERENCE TYPES
◦ EXTROVERT – INTROVERT
 extrovert = outgoing – like interacting with people
 introvert= shy – likes dealing with ideas more than people –
works well alone
◦ SENSING – INTUITIVE
 sensing = likes concrete facts – focus on present  intuitive = likes abstracts – future possibilities
◦ THINKING – FEELING
 thinking = objective – logical – analytical - detached
 feeling = decisions made due to values, beliefs, concern for others
◦ JUDGING – PERCEIVING
 judging = likes to plan – organize – be stable
 perceiving = likes to be flexible – go with the flow – be
spontaneous

Answer 13

MYERS-BRIGGS TYPE INDICATOR

Question 14

 an emotional and/or
physical reaction to
environmental activities and
events

Answer 14

STRESS!!!

Question 15

situations in which people feel

anxiety, tension, and pressure

Answer 15

stressors

Question 16

 ACCOMMODATOR
 DIVERGER
 CONVERGER
 ASSIMILATOR

Answer 16

FOUR LEARNING STYLES

Question 17

STEREOTYPING
◦ generalizing behavior of a particular group
 FRAME OF REFERENCE
◦ tendency to see things only as they affect us
 EXPECTATIONS
◦ we tend to see things the way we expect them to be
 SELECTIVE EXPOSURE
◦ picking our what we want and ignoring what we don’t want
 INTEREST
◦ how well we “like” something – or not
 PROJECTION
◦ self defense mechanism – attributing your attitudes and
beliefs to others

Answer 17

BIASES

Question 18

PERCEPTUAL CONGRUENCE
◦ the degree to which people see things the
same way
◦ generally this is a plus – it helps people
get along and work better together
◦ can you think of any time it would not be
preferable or could lead to problems?

Answer 18

PERCEPTION

Question 19

PRIMACY EFFECT
◦ the enduring way people perceive each other during their first
impressions – again recall the biases
 FOUR-MINUTE BARRIER
◦ the time we have to make a good impression – some say only 6 seconds
 IMAGE PROJECTION
◦ other people’s attitudes toward us – what we project
 APPEARANCE
◦ even before you speak – people develop impressions based on how you
look
 NONVERBAL COMMUNICATION
◦ after appearance we look at someone’s face
◦ smiles – eye contact (culture bound) – handshakes -
 BEHAVIOR
◦ do you listen – are you agreeable – do you smile & laugh when
appropriate – use the person’
s name – have good manners - are you
polite – more about proper etiquette later in book

Answer 19

FIRST IMPRESSIONS

Question 20

a strong belief or feeling toward

people, things, and situations

Answer 20

ATTITUDE

they can be positive or negative
 they are shown by our behaviors
 we acquire them through life experiences and
learning from others
 but we need to clearly develop our own
 not quick judgments – we don’t change them
easily or quickly – but they can be changed

Question 21

the belief that employees dislike work and must be

closely supervised to get them to work – (micromanagement)

Answer 21

THEORY X

Question 22

the belief that employees like to work and do not need
to be closely supervised to get them to work –
(autonomy)

Answer 22

THEORY Y

Question 23

YOUR OVERALL ATTITUDE ABOUT YOURSELF

developed over the years based in messages yo receive about yourself.

Answer 23

SELF-CONCEPT

Question 24

are the things that have worth or are

important to the individual

Answer 24

VALUES

Question 25

 the moral standard of right and wrong

behavior

Answer 25

ETHICS

Question 26

PRECONVENTIONAL
CONVENTIONAL
POSTCONVENTIONAL

Answer 26

MORAL DEVELOPMENT -

Kohlberg’s three levels of moral development

Question 27

supervisors attitudes and expectations of employees and how they treat them largely determines their performance.

Answer 27

Pygmalion effect

Question 28

If you think you will fail you will, if you think you will succeed you will.

Answer 28

Galatea affect - self fulfilling prphecy

Question 29

the human brain not designed not capable
of doing more than one task at a time
 when people think they are doing multiple
tasks they are not – they are just switching
between tasks at a rapid rate - “Switch
Tasking”
 this makes us less efficient – every time you
switch gears you miss stuff! concentrate on
one thing at a time

Answer 29

MULTITASKING

Question 30

 STEP 1: Plan Each Week (MISSION!)
 STEP 2: Schedule Each Week
 STEP 3: Schedule Each Day
 never do an unscheduled task before a
scheduled one without prioritizing it first

Answer 30

Time Management Steps

Question 31

the process of setting career objectives and

determining how to accomplish them

Answer 31

CAREER PLANNING

Question 32

the process of gaining skill, experience, and

education to achieve career objectives

Answer 32

CAREER DEVELOPMENT

Question 33

Becoming expert in CURRENT job

Answer 33

JOB DEVELOPMENT

Question 34

your introduction to the company you are applying with.

Answer 34

cover letter and resume.

Question 35

a set of attitudes towards work

Answer 35

job satisfaction