Chapter 001 Human Relations: a Background

Chapter 001 Human Relations: a Background

True / False Questions

1.The skill or ability to work effectively through and with other people is called human relations.
TrueFalse

2.Good human relations skills are not a requirement for someone who is an outstanding performer.
TrueFalse

3.Cara has been employed for 3 years at the Dalton Department Store as a sales associate in the women's clothing department. Thus, Cara is an internal customer of the Dalton Department Store.
TrueFalse

4.The two sets of behaviors now considered the most important for new job applicants are communication skills and human relations.
TrueFalse

5.The ability to work with people is not essential in e-commerce as there is no face-to-face interaction with the customers.
TrueFalse

6.Dual career families have now become quite common.
TrueFalse

7.Generation Y is characterized by middle-aged adults who find themselves pressed for time and finances to support their own children along with their aging parents and parents-in-law.
TrueFalse

8.Human relations is just common sense.
TrueFalse

9.The study of human relations has two goals for a manager: making people do what you want them to do and generating profits for the organization.
TrueFalse

10.In the workplace, the key to top performance and high-quality work is healthy self-esteem.
TrueFalse

11.If your feeling of confidence and worth as a person is low, you will have little energy left for cultivating mutual respect.
TrueFalse

12.Self-disclosure is the knowledge of how you are being perceived by others.
TrueFalse

13.Self-awareness allows individuals to know what in their own behavior is being perceived as real by other people.
TrueFalse

14.Self-disclosure promotes genuineness and closeness in your relationships with other people.
TrueFalse

15.Part of communication ability is based on listening levels, which include listening for feelings and emotions as well as for objective content.
TrueFalse

16.Group dynamics is defined as the positive consideration or regard that two people have for each other.
TrueFalse

17."The Philosophy of Manufacturers" written by Robert Owen in 1835, suggested that workers should have medical help, hot tea on a regular basis, good ventilation, and even sick leave.
TrueFalse

18.According to Max Weber, human relations problems are caused by favoritism, nepotism, and other unfair practices.
TrueFalse

19.Max Weber is known as the pioneer of scientific management.
TrueFalse

20.The scientific management approach contained two major features: careful hiring and in-depth training.
TrueFalse

21.Frederick Taylor is universally criticized as someone who cared more about the needs of workers than about production.
TrueFalse

22.One of Taylor's best-known victories was the invention of the optimum shovel – a shovel that was exactly the right size and weight for each worker's physical attributes.
TrueFalse

23.Mary Parker Follett was of the view that workers should be allowed involvement in decisions that affect them.
TrueFalse

24.An informal organization is made up of the ever-changing set or relationships and interactions that are not formally put together; they form naturally in the workplace.
TrueFalse

25.The most important improvement Elton Mayo brought was that managers began to understand the complex needs of workers instead of seeing them mostly as people who need wages.
TrueFalse

26.Theory X managers see workers as, "Happy to work, able to assume responsibility, and overall quite creative".
TrueFalse

27.Congress passed the Wagner Act in 1935, which prohibited all acts of discrimination by the management.
TrueFalse

28.During World War II, scarcity of jobs made many employers feel that they could "fire the problems and hire the solutions."
TrueFalse

29.Transaction analysis is a method of understanding interpersonal communication.
TrueFalse

30.TQM emphasized that the final product is more important than the process of creating that product.
TrueFalse

Multiple Choice Questions

31.Which of the following statements about human relations is true?
A.Human relations is about making people do what you want them to do.
B.Human relations is secondary for an outstanding performer.
C.Human relations includes a desire to understand others.
D.Human relations is not important in businesses where there is minimal face-to-face contact.

32.Which of the following can be classified as internal customers?
A.Competitors
B.Traditional customers
C.Department employees
D.Online customers

33.According to the text, which of the following is a likely reason for a widespread anti-American sentiment in the global marketplace?
A.Americans appear to use poor human relations skills while engaging in business with other cultures.
B.Americans emphasize the product more than the human relations process in the workplace.
C.There are higher incidences of discrimination in the American organizations compared to organizations from other countries.
D.American organizations don't allow the employees to "do their own thing" and instead emphasize on collective decision making.

34.The study of human relations becomes important because:
A.it emphasizes the knowledge of computer and technology.
B.it reduces diversity in the workplace.
C.of its renewed emphasis on working groups.
D.of the scarcity of jobs due to global recession.

35.Millennials are the generation of Americans born:
A.between 1965 and 1980.
B.during the years 1946 to 1964.
C.from 2005 onwards.
D.after 1980.

36.Which of the following is a problem faced by Generation Y's in the job market?
A.Lack of suitable job opportunities due to higher cost of education.
B.Finding good family-wage jobs are hard to come by and advancement is very difficult.
C.Poor human relations skills with subordinates because many of these middle managers were so-called "hippies" in the past.
D.Difficulty in managing their time and money because of the increased pressure of caring for their elderly parents as well as their young children.

37.The generation of Americans born between 1965 and 1980 are called:
A.Generation X.
B.Generation Y.
C.Generation Z.
D.baby boomers.

38.Which of the following statements about increased competition in the workplace is true?
A.Lower labor costs and a nationwide desire to compete have allowed EU countries to lead much of the world economy.
B.Competitiveness has yet to reach rural areas where small businesses still don't feel pressure.
C.Due to increased competition, having a college degree is no longer a ticket to a meaningful career.
D.Asian countries will continue to be market leaders in their competition with the African countries.

39.How has the dual-career requirement affected the workplace environment?
A.Dual-career couples face more difficulties in getting higher paid family-wage jobs than single-parent or unmarried job seekers.
B.Additional financial pressures and the time needed for the everyday realities of child rearing causes workplace stress and difficulties for everyone involved.
C.Dual-career couples typically go through a period of emotional recovery, during which many emotional issues can form.
D.Because of the increased stress, most dual-career couples have strained relationships with co-workers, bosses and fellow employees.

40.Which generational group is also known as the "sandwich generation"?
A.Generation X
B.Silent generation
C.Baby boomer
D.Generation Y

41.Which of the following is NOT a characteristic of human relations?
A.Being honest.
B.Being yourself at your very best.
C.Human relations needs to be developed throughout one's life.
D.Human relations is just common sense.

42.The study of human relations has two goals: personal development and growth, and
A.manipulation of human behavior.
B.achievement of an organization's objectives.
C.quick fixes for personal problems.
D.a cure-all for organizational problems.

43.Which of the following statements best describe self-esteem?
A.It is a feeling of confidence and worth as a person.
B.The positive consideration that two people have for each other.
C.Knowledge of how you are being perceived by others.
D.A process of letting other people know what you are really thinking and feeling.

44.What is the importance of healthy self-esteem in the workplace?
A.It is at the core of most strategic issues in the organizations.
B.It is a key to getting high paying family-wage jobs.
C.It is significantly important for individuals working as islands of expertise.
D.It is a key to top performance and high-quality work.

45.Mutual respect:
A.is the knowledge of how you are being perceived by others.
B.can exist only when your self-esteem is stable.
C.is the process of letting other people know what you are really thinking and feeling.
D.allows individuals to know what in their own behavior is being perceived as real by other people.

46.Who said the following about self-awareness: "Until we take how we see ourselves and others into account, we will be unable to understand how others see and feel about themselves and their world?"
A.Peter Drucker
B.Douglas McGregor
C.Stephen Covey
D.Jack Welch

47.Why is the understanding of group dynamics a cornerstone in the study of human relations?
A.Because it is related to a variety of mental health issues, including alcoholism, anxiety, and depression.
B.Because it involves punishment or a reward for a job well done which gets people to do their tasks efficiently.
C.Because it gives you the power to make people do what you want them to do regardless of their choice.
D.Because nearly everything that people value in life can be achieved only through groups.

48.Which management expert was of the opinion that management is about human beings; its task is to make people capable of joint performance, to make their strengths effective and their weaknesses irrelevant?
A.Stephen Covey
B.Abraham Maslow
C.Peter Drucker
D.Eric Bern

49.In 1869, which of the following organizations denounced the bad working conditions and unfair treatment in many workplaces of the time?
A.Mechanics Union
B.American Federation of Labor
C.Congress of Industrial Organizations
D.Knights of Labor

50.How did Robert Owen influence the industrialists in early 19th century?
A.By coming up with an idea that treating workers better would actually increase productivity and, thus, profits.
B.By publishing a book called "The Philosophy of Manufacturers."
C.By recognizing the importance of careful hiring and in-depth training to increase workers' productivity.
D.By conducting the Hawthorne experiment.

51.Which of the following reforms was introduced by Robert Owen?
A.Building company towns where workers would live in company houses.
B.Suggesting that workers should have medical help, hot tea on a regular basis, good ventilation, and even sick leave.
C.Stopping employment of young children in his factory.
D.Reducing motions involved in bricklaying to five by inventing labor saving devices and changing workers' routine.

52.Which of the following books was published by Andrew Ure in 1835?
A."Don't Hug Your Blueprints"
B."The Protestant Ethic and the Spirit of Capitalism"
C."The New Realities"
D."The Philosophy of Manufacturers"

53.Which of the following reform was suggested by Andrew Ure?
A.The work of the people in an organization should be done in an orderly way, with only one supervisor to whom each worker must answer.
B.Workers should have medical help, hot tea on a regular basis, good ventilation, and even sick leave.
C.Identify "one best way" to perform a task to increase the productivity and profit.
D.Managers should carefully select and train workers for specific tasks.

54.Which era was marked by labor unions gaining power in the US?
A.World War I
B.World War II
C.The Great Depression
D.The Industrial Revolution

55.Which model did Max Weber come up with to deal with favoritism and nepotism?
A.Scientific Management
B.Time and Motion Study
C.Bureaucracy
D.The Hawthorne Experiment

56.How did the bureaucracy model help in reducing favoritism and other unfair practices?
A.By assigning specific duties and responsibilities only on the basis of talent and ability.
B.By assigning multiple supervisors to whom each worker must answer.
C.By advocating careful selection and in-depth training of workers to motivate them.
D.By implementing importance of standard work days, relaxed and regular lunch breaks, and periodic rest periods.

57.How did Taylor's optimum shovel increase the productivity at an Eastern steel mill immediately?
A.It allowed maximum work without the need for frequent rest periods.
B.It reduced the motions involved from eighteen to five.
C.It significantly reduced the amount of time patients had to spend on the surgical table.
D.By using a single shovel for shoveling coal into the large smelters and loading cinders into waste containers.

58.Which human relations movement pioneer suggested that workers should be allowed to be involved in decisions affecting them?
A.Lillian Gilbreth
B.Robert Owen
C.Mary Parker Follett
D.Max Weber

59.What did Elton Mayo discover from the Hawthorne Experiment?
A.Strong bureaucracy in the organization would make up for one worker's lack of motivation and thus the productivity would remain high.
B.Workers performed better because someone was paying attention to them which was more than what they were accustomed to receiving at work.
C.Managers treated workers well because they knew that the workers would be hard to replace due to scarcity of labor.
D.Workers' productivity increased because they used the optimum shovel which allowed them to work the whole day without taking too many breaks.

60.Which of the following principles is a cornerstone of TQM?
A.Inflexible, static rules are potentially harmful to maintaining a productive workforce.
B.Place significant emphasis on the rights and needs of the individual person.
C.Treat workers as happy to work, able to assume responsibility, and overall quite creative.
D.Process of whatever happens in an organization is more important than the product.

Fill in the Blank Questions

61._____ is the skill or ability to work effectively through and with other people.
______

62.Two decades ago, many forecasters predicted that by this time in history, strong _____ would be the number one factor in the workplace.
______

63.A(n) _____ is someone who organizes and assumes the risks of beginning a business enterprise.
______

64._____ is the generation of Americans born between 1965 and 1980, following the baby boomers who were born during the years 1946 to 1964.
______

65.Middle-aged adults with elderly dependent parents and dependent children who find themselves squeezed for time and finances are often referred to as the "____" generation.
______

66.People who think that human relations skills are unnecessary argue that "_____ will carry you through."
______

67._____ is your feeling of confidence and worth as a person.
______

68._____ allows individuals to know what in their own behavior is being perceived as real by other people.
______

69._____ is the process of sending ideas, thoughts, and feelings, and having them received in the way you intended.
______

70.Understanding _____ —the ways in which groups operate— is a cornerstone in the study of human relations.
______

71.The_____, founded in 1869, denounced the bad working conditions and unfair treatment in many workplaces of the time.
______

72._____ was the first person to write a detailed study of manufacturers and their management processes.
______

73.In Weber's model, called _____, each person had specific duties and responsibilities that were to be assigned on the basis of ability and talent only.
______

74.In the early years of the twentieth century, Frederick Taylor and others began a movement called _____.
______

75.One of Frederick Taylor's best-known victories was the invention of the _____, a step that made scientific management very popular.
______

76.In her later life, _____ became known as "The First Lady of Management."
______

77.Elton Mayo found that the relationships that had formed naturally in the workplace made up what he called the _____.
______

78.Congress passed the _____ in 1935, giving unions and union members more rights than they had enjoyed before.
______

79._____ introduced the concepts of Theories X and Y.
______

80.According to the _____ concept, the process of whatever happens in an organization is more important than the product.
______

Short Answer Questions

81.What are the aspects included in human relations?

82.Why is human rights considered an important reason for studying human relations?

83.Why are human relations skills important for a manager?

84.How have single parent families and divorces affected the workplace?

85.People who think that human relations are an unnecessary skill believe that "common sense will carry you through." Is this viewpoint correct?

86.Why is self-esteem at the core of most issues in human relations?

87.Describe the importance of the communication process in organizations.

88.Why is group dynamics a corner stone in the study of human relations?

89.Describe company towns.

90.Why did Max Weber develop the bureaucracy model?

91.What is Frederick Taylor best known for?

92.Describe the two major features of Taylor's approach.

93.How did Taylor's "optimum shovel" increase the productivity of the steel mill?

94.What were the Gilbreths best known for?

95.What are the three concepts that Mary Parker Follett advocated?

96.Describe two important discoveries that came from the Hawthorne Experiment.

97.How did the workers' condition temporarily improve during the World War II?

98.Differentiate between Theory X and Theory Y managers.

99.What were the major changes brought about in human relations during the 1960s?

100.Write a short note on Total Quality Management (TQM).

1-1

Chapter 001 Human Relations: a Background Key

True / False Questions

1.(p.4)The skill or ability to work effectively through and with other people is called human relations.
TRUE

2.(p.4)Good human relations skills are not a requirement for someone who is an outstanding performer.
FALSE

3.(p.4)Cara has been employed for 3 years at the Dalton Department Store as a sales associate in the women's clothing department. Thus, Cara is an internal customer of the Dalton Department Store.
TRUE

4.(p.5)The two sets of behaviors now considered the most important for new job applicants are communication skills and human relations.
TRUE

5.(p.6)The ability to work with people is not essential in e-commerce as there is no face-to-face interaction with the customers.
FALSE

6.(p.7)Dual career families have now become quite common.
TRUE

7.(p.8)Generation Y is characterized by middle-aged adults who find themselves pressed for time and finances to support their own children along with their aging parents and parents-in-law.
FALSE