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Human Relations Interpersonal Job Oriented Skills 12th Edition Andrew DuBrin - Solutions
Assume that you are walking by a lake and you witness a person throwing a few plastic bottles into the water. How would you deal with the situation?
What possible conficts of interest do you see when a manager and subordinate become Facebook friends?
How effective is the principle “the customer is always right” when dealing with dissatisfied customers?
Imagine yourself as a marketing and sales executive at a company that sold to other business firms. What would a large customer have to do before you took the initiative to end your relationship with that customer?
If it is really true that industrial customers tend to purchase from people they like, how might a sales representative capitalize on this fact using a couple of ideas from this chapter?
See if you can find an example of providing a customer so much information that it is difficult for the customer to make the purchase. How might the buying process be simplified?
What is your opinion of the impact of automated voice systems on customer service? (We refer to the use of computerized voices to replace interaction with a live company representative.) Offer at least two specifics in your answer.
A couple walks into the showroom of a home developer with hundreds of homes for sale and asks about what type of home they should purchase. Describe how you might identify customer needs in this situation.
Assume that a customer at one restaurant of a wellknown restaurant chain is served stale bread. How fair would it be for that customer to post an angry tweet about the incident?
Suppose your employer provides a service that customers desperately need, such as payday loans or prescription medication. Explain whether it would still be necessary to apply principles of customer satisfaction.
Why might the study of organizational politics seem more relevant to people with at least several years of work experience than to career beginners?
In what way might being politically incorrect be a political blunder?
Give an example of a microinequity that you have been subjected to, or that you observed happen to another person. Explain why the incident is a microinequity.
It has been observed that corporate employees who work mostly from their homes or other remote locations often put more effort into building their networks than people who work in a traditional office. Why might this be true?
Identify three jobs in which you think practicing good business etiquette would be extremely important.
It has often been observed that building relationships with people increases in importance at higher levels of management responsibility. Why might this be true?
Remember the leader–member exchange theory from Chapter 10 about leadership? What steps could you take to become part of your boss’s in-group?
In what way might organizational citizenship behavior be part of playing office politics?
How might humor help you deal with the repulsive type of difficult person? Supply an example of a witty comment you might use.
Suppose an employee notices that a water main has broken in the company parking lot, and shrugs off the incident without reporting the problem. Why should this individual’s lack of action be classifed as passive–aggressive behavior?
What might be a problem in relying heavily on“FAQs” (frequently asked questions) to help in training employees?
Many career-minded workers today hire their own coach, much like a personal trainer for solving job problems and advancing. Explain whether you would be willing to invest money to hire a business coach or personal trainer for yourself.
Describe any constructive advice you have received from anybody who has coached you. What was the impact of this advice?
What satisfaction might you derive from coaching a coworker who capitalized on your suggestions to attain higher job performance?
Suppose one of your mentors is a highly-placed professional in his or her field. Explain whether you would you send that person tweets asking for career advice.
What is your opinion of the potential effectiveness of the buddy system in your career?
How might cultural differences affect the valence ratings in Skill-Building Exercise 11-3 ?
How would you identify a reward for which you have a strong valence? And why would that information be useful to you?
How might a person’s high standing on any of the personality traits described in Chapter 2 personality traits be related to how easy it would be to motivate that person?
Answer question 6 for entry-level service workers, such as supermarket cashiers.
Identify several factors in Figure 11-1 that you think would be particularly effective in motivating managers and professional-level workers. Explain your reasoning.
What evidence can you suggest that some people prefer exciting and interesting work over exceptional financial rewards?
Suppose a worker is much more interested in personal and family life than performing well or getting promoted.What approach might the worker’s supervisor use to motivate him or her toward high performance?
If people are already paid by their employer to carry out a job, why should it still be important for somebody to motivate them?
Assume that a student obtains a part-time job as an assistant store manager. What can this person do to capitalize on this position for developing his or her leadership potential?
How might a person in a highly specialized field, such as information technology or accounting, achieve broad experience in order to qualify for a leadership position?
What might be the reason that small gestures such as saying “thank you” and writing notes of appreciation contribute to a leader’s effectiveness?
What is your impression of the usefullness of storytelling for being an effective leader?
What can you do this week to increase your charisma?
Why does a leader need good emotional intelligence?Shouldn’t a leader be a take-charge person focused on obtaining results like making money or building a brand?
How can a person demonstrate to others in the company that he or she is trustworthy enough to be considered for a leadership position?
The average age of CEOs is declining; however, what would you regard as the minimum age acceptable for a man or woman to be the CEO of a company of over 100,000 employees? Explain your reasoning.
A few years ago, the Boeing Company appointed Ray Conner as the senior vice president of sales and customer support for the commerical airline division.Conner, who previously managed the company’s supply chain, began his employment with Boeing as an airplane mechanic. What relevance might his
People who were voted “most likely to succeed” in high school are frequently found in leadership positions later in life. What explanation can you offer for these predictions about success so often being true?
The vast majority of working people know that sexual harassment is both illegal and immoral. Why then is sexual harassment of both types so widely practiced in the workplace?
Sexual harassment involves an unwanted sexual advance, and people at work have many different interpretations of an “unwanted sexual advance,”including asking a coworker to join you for lunch. So how can a career-minded person completely avoid any behavior that might be interpreted as
Suppose you believed that your workload was unreasonable, but you otherwise enjoyed working for your manager and your employer. Which approach to negotiation might you take to deal with the work overload problem?
Visualize yourself buying a vehicle of your choice.Which negotiating technique (or techniques) would you be most likely to use?
How might a student use cognitive restructuring to get over the anger of having received a low grade in a course?
Have you ever attempted to disarm the opposition?How effective was the tactic?
Luke and Lucy are a married couple both conducting a job search after graduation. Luke receives an job offer located in Anchorage, Alaska, whereas Lucy receives an job offer in Honolulu, Hawaii; they both agree that a commuter marriage would be out of the question. How can this couple find a
What are the disadvantages of having an accommodative style of handling conflict?
Suppose someone finds out that a coworker has an enormous collection of violent video games, leading the first person to conclude that the coworker is potentially violent. Describe whether you think the first worker should tell the supervisor that the coworker is potentially violent on the job.
Several large companies dismiss each year the 5 percent of their workforce receiving the lowest performance evaluations. What kind of conflicts do you think this practice leads to?
Many people speak loudly to other people who are deaf, blind, and those who speak a different language.Based on the information presented in this chapter, what mistakes are these people making?
The cultural bloopers presented in Skill-Building Exercise 8-2 all dealt with errors people make in regard to people who are not American. Give an example of a cultural blooper a person from another country might make in the United States.
If you were a supervisor, how would you deal with a group member who had a very low acceptance of power and authority?
How useful is the adage “When in Rome, do as the Romans do” for someone who wants to work in another country for a while?
The majority of people under age 45 in the United States grew up being educated with, participating in sports with, and working with people from other cultures and demographic groups. To what extent do people under age 45 therefore need cultural diversity training?
What have you personally observed about Asians and Asian-Americans being less likely to ask for social support when they are facing a difficult problem?
A working couple visited a childcare center seeking childcare services five days a week for their threeyear-old daughter. When the couple observed that one of the childcare workers was a man in his fifties, the couple decided against the center. What is your evaluation of the couple’s decision in
Some companies, such as Singapore Airlines, make a deliberate effort for all customer-contact personnel to be of the same ethnic group (Singapore natives). How is this practice justified in an era of cultural diversity and valuing differences?
What can you do this week to sharpen your crosscultural skills?
What One Thing could you do this month to make your school or workplace more inclusive?
What annoys you the most about how some people conduct themselves in problem-solving meetings of any type? What changes in their behavior would you recommend?
How might groupthink (described in Chapter 6 ) interfere with the quality of decisions made in a group?
How can a team leader apply collaborative software to help the group become more productive?
How would you deal with a suggestion made during a brainstorming group that you thought was outrageously stupid?
Identify two work-related problems for which the nominal group technique is particularly well suited.
What is your opinion of the importance of the physical setting (such as sunlight and refreshments) for stimulating creative thinking during brainstorming?
Identify several problems on or off the job for which you think brainstorming would be effective.
Give an example of how knowledge of the team member roles presented in Chapter 6 could help you be a better contributor to group problem solving.
Which personality characteristics described in Chapter 2 do you think would help a person be naturally effective in group problem solving?
Many successful entrepreneurs, including the late Steve Jobs at Apple Corporation, made most of the big product decisions by themselves. So why should you worry about developing skills in group decision making?
In this age of advanced communication technology, why bother having face-to-face problem-solving groups?
How can a person achieve individual recognition, yet still be a team player?
A number of companies have sent employees to a team-building exercise in which they prepare a gourmet meal. Why would preparing a gourmet meal help build teamwork?
Many retail companies, banks, and medical offices require customer-contact employees to wear the same uniform. In what ways might these uniforms enhance teamwork?
Assume that you are a team member. What percentage of your pay would you be willing to have based on a group reward? Explain your reasoning.
How can the monitor-evaluator role backfire for a person?
How do team members know when they have achieved synergy?
Many futurists have predicted that soon most work will be conducted remotely (such as from homes, coffee shops, and co-working sites), with a minority of people working in company offices. What impact will this development have on teamwork?
Identify a few experiences most people have in high school and post-secondary school that make working in teams a natural experience for them.
What do executives really mean when they say that“business is a team sport”?
What could you possibly do to use YouTube to demonstrate to others that you have good interpersonal skills?
How might a person who telecommutes four days a week demonstrate to management that he or she has good interpersonal skills?
Give an example of one of the best displays of interpersonal skills you have seen in a PowerPoint presentation by one of your professors.
Imagine that you are attending an in-person meeting as your favorite sports team is playing a championship game in a different time zone. Explain whether you would take a quick peek at the score from time to time on your smartphone during the meeting.
What should a person who is invited for a webcam job interview do if he or she does not feel telegenic (photogenic on TV) to perform well in such an interview?
Your author posted a message on the White House Web site in 2013, suggesting that the government conduct a nationwide charity drive to help reduce the federal debt. Two months later, President Barack Obama responded with an e-mail from the White House, addressed to “Dear Friend.” The e-mail
Assume that you send some useful information to a coworker , and he or she sends back an e-mail message or text thanking you. How important is it that you send back a reply that he or she is welcome?
Assume that you send an instant message to the company CEO stating that you enjoy working for the company.Explain whether you think the CEO is obliged to respond immediately, or at all, to your message.
You and a coworker are having a work-related conversation, seated on a bench outside the office building during your lunch break. Your friend’s smartphone rings; he notices from the number that the boss is calling, so he answers the call immediately.Explain whether or not it is appropriate for
Suppose your manager does not listen to your suggestions for job improvements. How would you metacommunicate to deal with this problem?
Assuming that you are a good listener, would you put this observation under the skills section in your job résumé? Why or why not?
Professional listeners such as counselors, psychotherapists, and life coaches often say that they are exhausted after a day of listening. Why might listening be exhausting?
Should a person use power words when he or she is not in a powerful job? Explain.
In what way might you have ever experienced information overload? What did you do, or what are you doing, to cope with the situation?
What type of voice quality do you think would be effective in most work situations?
Identify several suggestions about communication contained in this chapter that you think are particularly important in communicating with deaf and hard-of-hearing coworkers.
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