test...

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Chapter 01Understanding Behavior, Human Relations, and Performance

True / False Questions

1. According to the myths of human relations, technical skills are more important than human relations skills. True False

2. According to recruiters at major corporations, seeking employees with stronger technical skills is a greater issue as compared to human relations skills. True False

3. A leader can be highly effective even with poor human relations skills. True False

4. Leadership skills cannot be developed. True False

5. When a manager expects high levels of performance from employees, that manager is expressing his or her needs. True False

6. Conflicts usually arise because of a lack of a win-win situation. True False

7. Creating a win-win situation applies to human relations at all levels, not just management-employee relations. True False

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8. An employee giving a presentation to coworkers is an example of public relations. True False

9. Group behavior consists of the things two or more people do and say as they interact. True False

10. The three levels of behavior are individual, organizational, and global. True False

11. Human relations take place at the individual and organizational levels. True False

12. Human resource management is the collective behavior of an organization's individuals and groups. True False

13. A formal organizational chart shows the multiple human relations interactions that are possible throughout the organization. True False

14. Performance is always considered "high" when objectives are met. True False

15. Performance levels are more meaningful when compared to past performance or the performance of others within and/or outside the organization. True False

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16. A system is a set of two or more interactive elements. True False

17. Under the systems effect, each person affects the whole group/organization. True False

18. An organization's performance is based on the independent performance of each individual and group. True False

19. While people are the foundation of the organization, behavior and human relations are the foundation supporting performance. True False

20. Frederick Taylor, known as the Father of Scientific Management, paid particular attention to the social needs of employees. True False

21. Robert Owen was considered the first manager-entrepreneur to understand the need to improve the work environment and the employee's overall situation. True False

22. Happy workers are always more productive than unhappy workers. True False

23. Informal work groups have a powerful influence within an organization. True False

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24. Popular employees move higher up the management ladder faster than those who are not popular. True False

25. Managers always control the motivating factors of employees. True False

26. During the 1960s, William Ouchi published Theory X. True False

27. Total quality management gained popularity in the 1980s. True False

28. Having a poor memory for failure leads to happiness. True False

29. Admitting you're wrong is often interpreted as a sign of weakness. True False

30. Human relations problems often occur when the psychological contract is not met. True False

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Multiple Choice Questions

31. All of the following are true about human relations EXCEPT: A. technical skills are not more important than human relations skills.B. good human relations is not a factor that makes you more successful on the job.C. human relations are more than common sense.D. diversity is overemphasized.

32. Conflicts usually arise due to the lack of a(n) ______ situation. A. win-loseB. organizationalC. win-winD. controlled

33. The _____ approach realizes that an organization employs a whole individual, not just his or her job skills. A. total opportunityB. total personC. total skillsD. total employee

34. _____ fuels behavior. A. PerformanceB. Win-win situationC. Holistic approachD. Human relations

35. Behavior is what people _____. A. see and sayB. do and sayC. learn and sayD. hear and say

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36. Human relations take place at the _____ levels. A. individual and groupB. group and organizationalC. individual, group, and organizationalD. individual and organizational

37. Level three of behavior focuses on: A. the behavior of any one person in the organization.B. on the behavior and human relations within groups.C. on the behavior and human relations within and between groups.D. the organization as a whole.

38. Which of the following statements about performance is incorrect? A. Performance is a relative term.B. Performance is usually measured on a continuum.C. Performance cannot be high if profits are down.D. Present performance is usually compared to prior periods.

39. _____ is the extent to which expectations or objectives have been met. A. PerformanceB. ExcellenceC. AttainmentD. Resource management

40. Which of the following approach focuses on the whole system with an emphasis on the relationships between its parts? A. PerformanceB. SystemsC. AttainmentD. Person

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41. Industrialist and social theorist Robert Owen believed that: A. analyzing and redesigning jobs more efficiently would lead to mass production.B. happy worker is a productive worker.C. profit would increase if the employees worked shorter hours, were paid adequately, and were provided with sufficient food and housing.D. workers always acted rationally and were motivated simply by money.

42. During the depression of the 1930s, _____ forced management to meet employees' needs for better working conditions, higher pay, and shorter hours. A. government agenciesB. tight labor marketsC. unionsD. increased competition

43. __________ introduced transactional analysis. A. Eric BerneB. Frederick TaylorC. Robert OwenD. Peter Drucker

44. Total quality management gained popularity in the _____. A. 1970sB. 1980sC. 1960sD. 1990s

45. ______ integrates common business practices in the United States and Japan into middle-ground framework appropriate for use in the United States. A. Theory AB. Theory XC. Theory YD. Theory Z

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46. Avoiding criticizing, condemning, or spreading rumors is associated with which of the following guideline to human relations? A. Being positiveB. Being optimisticC. Listening to peopleD. Helping others

Short Answer Questions

47. What is an organization and why is it created?

48. What does the systems approach focus on?

49. Name three areas of behavioral science on which human relations is based.

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50. What was Robert Owen's contribution to the subject of human relations?

51. To what does the Hawthorne Effect refer?

52. What is psychological contract?

53. What is the best way to get what you want from other people?

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54. There are three ways to solve a human relations problem. What are they?

Essay Questions

55. Explain why human relations skills are important.

56. Discuss the goal of human relations.

57. Describe the relationship between individual and group behavior and organizational performance.

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58. Describe the relationship between behavior, human relations, and organizational performance.

59. Briefly describe the history of the study of human relations.

60. State some of the trends and challenges in the field of human relations.

61. Explain the nine guidelines for effective human relations.

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62. Identify your personal low and high human relations ability and skill levels.

63. Identify five personal human relations goals for the course.

64. In your own words, explain why human relations skills are important to you. How will they help you in your career?

65. Give an example, personal if possible, of a situation when the goal of human relations was met. Explain how the individual's needs were met and the organizational objectives achieved.

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66. Give a specific example, personal if possible, that supports the total person approach. Explain how an individual's job performance was affected by off-the-job problems.

67. Give two specific examples of your involvement in human relations--one positive and one negative. Also identify the level of behavior for each example.

68. Give two specific examples of how human relations affected your performance—one positive and the other negative. Be specific in explaining the effects of human relations in both cases.

69. Give a specific example, personal if possible, of the Hawthorne effect . It could be when a teacher, coach, or boss gave you special attention that resulted in your increased performance.

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70. Explain how one of the trends and challenges could personally affect your human relations.

71. Do you believe that you can and will develop your human relations abilities and skills through this course? Explain your answer.

72. Which two of the nine to human relations guidelines need the most effort on your part? Which two need the least? Explain your answers.

73. Give a specific example of a human relations problem in which you elected to change yourself rather than the other person or situation. Be sure to identify your changed behavior.

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74. In your opinion, which myth about human relations holds back the development of human relations skills more than any of the others?

75. Which person's contribution to the history of human relations do you find to be the most impressive?

76. Which one of the trends or challenges do you believe is the most relevant to the field of human relations?

77. Which one of the nine guidelines to effective human relations do you think is the most important?

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78. Of the three ways to handle human relations problems, which ones are the easiest and hardest for you?

79. Of the intrapersonal, interpersonal, and leadership skills, which one is your strongest? Your weakest?


80. James gave the board of directors a presentation on the product launch plan for their new product. His presentation was highly appreciated as it covered most of the queries that the directors had about this launch. This example best illustrates __________. A. behaviorB. performanceC. total person approachD. human relations

81. My boss let me out early from work to see my son play in a football game. All I had to do was get all my work done for the day before I left. This example best illustrates _______. A. behaviorB. performanceC. the goal of human relationsD. human relations

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82. An employee receiving training on the first day of work is an example of human relations. True False


83. Jenny and Mary work on a project together and attend department meetings. Their actions are considered as: A. behavior.B. performance.C. systems effect.D. human relations.

84. The members of the marketing department are having a meeting. There is a lot of disagreement over the content of the next ad. This example best illustrates what level of behavior? A. IndividualB. GroupC. OrganizationalD. Customary

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85. The manager is developing a part-time employee work schedule for the next week. This example best illustrates the organizational level of behavior. True False

86. The production department just set a record for the highest number of units made in an eight-hour period. This example best illustrates the goal of human relations. True False

87. The production manager is having a discussion with the team members on the best ways to meet the excessive product demands within the stipulated time frame. This example best illustrates group performance. True False


88. _____ failed to recognize the social needs of employees. A. Elton MaoB. Robert OwenC. Tom PetersD. Frederick Taylor


89. Frederick Taylor conducted research to determine the characteristics of successful organizations. True False

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90. Robert Owen refused to employ children under the age of 11. True False

91. Eric Berne introduced transactional analysis (TA). True False

92. Elton Mayo developed Theory Z. True False

93. Technology has enabled the innovation and speed we have now in the global economy. True False

94. External factors play an important role in affecting a firm's competition levels. True False

Fill in the Blank Questions

95. The focus of level _______ is on the behavior and human relations within and between groups. ________________________________________

96. _____ behavior is the collective behavior of an organization's individuals and groups. ________________________________________

97. _____ is the extent to which expectations or objectives have been met. ________________________________________

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98. _____ and human relations are the foundation supporting performance. ________________________________________

99. Edward Lawler suggested the use of ___________ management, which includes greater levels of participation at the lowest level of the organization. ________________________________________

100. The ________________ is the shared expectations between people. ________________________________________

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Chapter 01 Understanding Behavior, Human Relations, and Performance Answer Key


1. (p. 4) According to the myths of human relations, technical skills are more important than human relations skills. TRUE

Bloom's Taxonomy: KnowledgeDifficulty: EasyLearning Objective: 1

2. (p. 4) According to recruiters at major corporations, seeking employees with stronger technical skills is a greater issue as compared to human relations skills. FALSE

Recruiters at major corporations say technical skills are not an issue; they seek job candidates with strong human relations skills.


3. (p. 4) A leader can be highly effective even with poor human relations skills. FALSE

Effective leaders usually have good human relations skills.

Bloom's Taxonomy: KnowledgeDifficulty: MediumLearning Objective: 1

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4. (p. 5) Leadership skills cannot be developed. FALSE

Research supports that leadership skills can be developed.


5. (p. 5) When a manager expects high levels of performance from employees, that manager is expressing his or her needs. FALSE

It means that the manager is identifying organizational objectives.


6. (p. 5) Conflicts usually arise because of a lack of a win-win situation. TRUE


7. (p. 5) Creating a win-win situation applies to human relations at all levels, not just management-employee relations. TRUE


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8. (p. 5) An employee giving a presentation to coworkers is an example of public relations. FALSE

This is an example of human relations.

Bloom's Taxonomy: ComprehensionDifficulty: EasyLearning Objective: 2

9. (p. 6) Group behavior consists of the things two or more people do and say as they interact. TRUE


10. (p. 6) The three levels of behavior are individual, organizational, and global. FALSE

The three levels of behavior are individual, group, and organizational.


11. (p. 6) Human relations take place at the individual and organizational levels. FALSE

Human relations take place at the group and organizational levels.


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12. (p. 7) Human resource management is the collective behavior of an organization's individuals and groups. FALSE

Organizational behavior is the collective behavior of an organization's individuals and groups.


13. (p. 8) A formal organizational chart shows the multiple human relations interactions that are possible throughout the organization. FALSE

A formal organizational chart shows only authority and reporting relationships.


14. (p. 8) Performance is always considered "high" when objectives are met. FALSE

Performance is a relative term. For example, if last period's profits were $90,000, you could say that $100,000 this period is a high level of performance. However, if past profits have consistently been $125,000, the level of performance may be considered low.

Bloom's Taxonomy: ComprehensionDifficulty: MediumLearning Objective: 3

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15. (p. 8) Performance levels are more meaningful when compared to past performance or the performance of others within and/or outside the organization. TRUE


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16. (p. 9) A system is a set of two or more interactive elements. TRUE


17. (p. 9) Under the systems effect, each person affects the whole group/organization. TRUE


18. (p. 9) An organization's performance is based on the independent performance of each individual and group. FALSE

It is based on their combined performance.


19. (p. 10) While people are the foundation of the organization, behavior and human relations are the foundation supporting performance. TRUE


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20. (p. 11) Frederick Taylor, known as the Father of Scientific Management, paid particular attention to the social needs of employees. FALSE

Frederick Taylor, known as the Father of Scientific Management, failed to recognize the social needs of employees.


21. (p. 11) Robert Owen was considered the first manager-entrepreneur to understand the need to improve the work environment and the employee's overall situation. TRUE


22. (p. 12) Happy workers are always more productive than unhappy workers. FALSE

Studies have shown that happy workers are usually, but not always, more productive than unhappy workers.


23. (p. 12) Informal work groups have a powerful influence within an organization. TRUE


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24. (p. 12) Popular employees move higher up the management ladder faster than those who are not popular. FALSE

No relationship exists between popularity and the speed at which people are promoted. Employees with good human relations skills will move up the management ladder faster, although having these skills does not ensure popularity.


25. (p. 12) Managers always control the motivating factors of employees. FALSE

Many employee needs are satisfied off the job.


26. (p. 12) During the 1960s, William Ouchi published Theory X. FALSE

During the 1960s, Douglas McGregor published Theory X and Theory Y.


27. (p. 13) Total quality management gained popularity in the 1980s. TRUE


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28. (p. 16) Having a poor memory for failure leads to happiness. TRUE


29. (p. 17) Admitting you're wrong is often interpreted as a sign of weakness. FALSE

Admitting you're wrong is often interpreted as strength. Not admitting you are wrong is often interpreted as a weakness.


30. (p. 18) Human relations problems often occur when the psychological contract is not met. TRUE



31. (p. 4-5) All of the following are true about human relations EXCEPT: A. technical skills are not more important than human relations skills.B. good human relations is not a factor that makes you more successful on the job.C. human relations are more than common sense.D. diversity is overemphasized.


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32. (p. 5) Conflicts usually arise due to the lack of a(n) ______ situation. A. win-loseB. organizationalC. win-winD. controlled


33. (p. 6) The _____ approach realizes that an organization employs a whole individual, not just his or her job skills. A. total opportunityB. total personC. total skillsD. total employee


34. (p. 6) _____ fuels behavior. A. PerformanceB. Win-win situationC. Holistic approachD. Human relations


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35. (p. 6) Behavior is what people _____. A. see and sayB. do and sayC. learn and sayD. hear and say


36. (p. 6) Human relations take place at the _____ levels. A. individual and groupB. group and organizationalC. individual, group, and organizationalD. individual and organizational


37. (p. 7) Level three of behavior focuses on: A. the behavior of any one person in the organization.B. on the behavior and human relations within groups.C. on the behavior and human relations within and between groups.D. the organization as a whole.


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38. (p. 8) Which of the following statements about performance is incorrect? A. Performance is a relative term.B. Performance is usually measured on a continuum.C. Performance cannot be high if profits are down.D. Present performance is usually compared to prior periods.


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39. (p. 8) _____ is the extent to which expectations or objectives have been met. A. PerformanceB. ExcellenceC. AttainmentD. Resource management


40. (p. 9) Which of the following approach focuses on the whole system with an emphasis on the relationships between its parts? A. PerformanceB. SystemsC. AttainmentD. Person


41. (p. 11) Industrialist and social theorist Robert Owen believed that: A. analyzing and redesigning jobs more efficiently would lead to mass production.B. happy worker is a productive worker.C. profit would increase if the employees worked shorter hours, were paid adequately, and were provided with sufficient food and housing.D. workers always acted rationally and were motivated simply by money.


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42. (p. 12) During the depression of the 1930s, _____ forced management to meet employees' needs for better working conditions, higher pay, and shorter hours. A. government agenciesB. tight labor marketsC. unionsD. increased competition


43. (p. 12) __________ introduced transactional analysis. A. Eric BerneB. Frederick TaylorC. Robert OwenD. Peter Drucker


44. (p. 13) Total quality management gained popularity in the _____. A. 1970sB. 1980sC. 1960sD. 1990s


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45. (p. 13) ______ integrates common business practices in the United States and Japan into middle-ground framework appropriate for use in the United States. A. Theory AB. Theory XC. Theory YD. Theory Z


46. (p. 16) Avoiding criticizing, condemning, or spreading rumors is associated with which of the following guideline to human relations? A. Being positiveB. Being optimisticC. Listening to peopleD. Helping others


Short Answer Questions

47. (p. 7) What is an organization and why is it created?

An organization is a group of people working together to achieve an objective. Organizations are created to produce goods and services for the larger society.


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48. (p. 9) What does the systems approach focus on?

The systems approach, developed by Russell Ackoff, focuses on the whole system with an emphasis on the relationships between its parts.


49. (p. 11) Name three areas of behavioral science on which human relations is based.

Human relations is based on the following areas of behavioral science: psychology, sociology, social psychology, economics, and political science.


50. (p. 11) What was Robert Owen's contribution to the subject of human relations?

Robert Owen was called "the real father" of personnel administration. He believed that profit would be increased if the employees worked shorter hours, were paid adequately, and were provided with sufficient food and housing.


51. (p. 12) To what does the Hawthorne Effect refer?

The Hawthorne Effect refers to an increase in performance caused by the special attention given to employees rather than tangible changes in the work.


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52. (p. 18) What is psychological contract?

Psychological contract is the shared expectations between people.


53. (p. 17) What is the best way to get what you want from other people?

The best way to get what you want is to create a win-win situation. In other words, you can get what you want by helping others get what they want.


54. (p. 18-19) There are three ways to solve a human relations problem. What are they?

(1) Change the other person. (2) Change the situation. (3) Change yourself.


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Essay Questions

55. (p. 3-5) Explain why human relations skills are important.

People are an organization's most valuable resource. Faulty human relations skills are the single biggest reason for career failure. Some of the reasons why human relations skills are important include: (a). It helps you ethically achieve your personal, professional, as well as organizational goals. (b) It helps you better understand why and how people behave in particular ways in their workplaces. (c) It helps people with diverse backgrounds to work together.

Bloom's Taxonomy: ComprehensionDifficulty: MediumLearning Objective: 1Type: Learning Outcome

56. (p. 5-6) Discuss the goal of human relations.

The goal of human relations is to create a win-win situation by satisfying employee needs while achieving organizational objectives. A win-win situation occurs when the organization and the employees get what they want. Organizations that can create a win-win situation for all have a greater chance of succeeding. If the organization can offer everyone what they need, all benefit. Creating a win-win situation applies to human relations at all levels, not just management-employee relations. Satisfying needs is not easy; it is a goal to strive for that may never be met.


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57. (p. 8-9) Describe the relationship between individual and group behavior and organizational performance.

Through the systems affect, we learn that individuals affect each other's performance and that of the group and organization. The organization's performance is based on individual and group performance. To have high levels of performance, the organization must have high-performing individuals and groups. The destructive behavior of one individual hurts that group and other departments, which in turn may affect other departments and the organization's performance. Systems thinking is needed to understand performance.


58. (p. 9-10) Describe the relationship between behavior, human relations, and organizational performance.

As people perform their jobs, they interact. Just as people are the foundation of the organization, behavior and human relations are the foundation supporting performance. Ineffective behavior and human relations have a negative effect on performance.


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59. (p. 11-13) Briefly describe the history of the study of human relations.

In the 1800s, Frederick Taylor developed scientific management, which focused on analyzing and redesigning jobs. Also in the 1800s, Robert Owen was the first manager/owner to understand the need to improve the work environment and the employee's overall situation. Elton Mayo is called the father of human relations. In the mid-1920s to early 1930s, he conducted the Hawthorne studies and identified the Hawthorne effect, an increase in performance due to the special attention given to employees, rather than tangible changes in the work. From the 1930s to the 1970s, much attention has been paid to the human side of the organization. By the late 1970s, the human relations was primarily replaced with organizational behavior. In the 1980s, total quality management was popular. The 1990s forward focus was on worker involvement.


60. (p. 13-14) State some of the trends and challenges in the field of human relations.

Some of the trends and challenges in the field of human relations include: (1) Globalization, change, innovation, and speed (2) Technology (3) Diversity (4) Learning and knowledge (5) Ethics and (6) Crisis.

Bloom's Taxonomy: KnowledgeDifficulty: EasyLearning Objective: 6Type: Learning Outcome

61. (p. 16-18) Explain the nine guidelines for effective human relations.

(1) Be optimistic, (2) Be positive, (3) Be genuinely interested in other people, (4) Smile and develop a sense of humor, (5) Call people by name, (6) Listen to people, (7) Help others, (8) Think before you act, (9) Create win-win situations.

Bloom's Taxonomy: KnowledgeDifficulty: EasyLearning Objective: 7Type: Learning Outcome

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62. (p. 23) Identify your personal low and high human relations ability and skill levels.

Answers will vary; additional sample answers may be found in the IM.

Bloom's Taxonomy: ApplicationDifficulty: MediumLearning Objective: 8Type: Learning Outcome

63. (p. 23) Identify five personal human relations goals for the course.

Answers will vary.


64. (p. 5) In your own words, explain why human relations skills are important to you. How will they help you in your career?


Bloom's Taxonomy: ApplicationDifficulty: MediumType: Work Application WA-1

65. (p. 6) Give an example, personal if possible, of a situation when the goal of human relations was met. Explain how the individual's needs were met and the organizational objectives achieved.



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66. (p. 6) Give a specific example, personal if possible, that supports the total person approach. Explain how an individual's job performance was affected by off-the-job problems.

Students answers will vary; additional sample answers may be found in the IM.


67. (p. 8) Give two specific examples of your involvement in human relations--one positive and one negative. Also identify the level of behavior for each example.



68. (p. 9) Give two specific examples of how human relations affected your performance—one positive and the other negative. Be specific in explaining the effects of human relations in both cases.



69. (p. 12) Give a specific example, personal if possible, of the Hawthorne effect . It could be when a teacher, coach, or boss gave you special attention that resulted in your increased performance.



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70. (p. 14) Explain how one of the trends and challenges could personally affect your human relations.



71. (p. 15) Do you believe that you can and will develop your human relations abilities and skills through this course? Explain your answer.



72. (p. 18) Which two of the nine to human relations guidelines need the most effort on your part? Which two need the least? Explain your answers.



73. (p. 19) Give a specific example of a human relations problem in which you elected to change yourself rather than the other person or situation. Be sure to identify your changed behavior.



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74. (p. 4-5) In your opinion, which myth about human relations holds back the development of human relations skills more than any of the others?


Bloom's Taxonomy: ApplicationDifficulty: MediumLearning Objective: 1Type: Communication Skill

75. (p. 11-12) Which person's contribution to the history of human relations do you find to be the most impressive?



76. (p. 13-14) Which one of the trends or challenges do you believe is the most relevant to the field of human relations?



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77. (p. 16-17) Which one of the nine guidelines to effective human relations do you think is the most important?



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78. (p. 18-19) Of the three ways to handle human relations problems, which ones are the easiest and hardest for you?



79. (p. 21-22) Of the intrapersonal, interpersonal, and leadership skills, which one is your strongest? Your weakest?




80. (p. 8) James gave the board of directors a presentation on the product launch plan for their new product. His presentation was highly appreciated as it covered most of the queries that the directors had about this launch. This example best illustrates __________. A. behaviorB. performanceC. total person approachD. human relations

Bloom's Taxonomy: ApplicationDifficulty: MediumType: Application Situation AS 1-1

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81. (p. 8) My boss let me out early from work to see my son play in a football game. All I had to do was get all my work done for the day before I left. This example best illustrates _______. A. behaviorB. performanceC. the goal of human relationsD. human relations



82. (p. 5) An employee receiving training on the first day of work is an example of human relations. TRUE

Bloom's Taxonomy: ComprehensionDifficulty: EasyType: Application Situation AS 1-1


83. (p. 6) Jenny and Mary work on a project together and attend department meetings. Their actions are considered as: A. behavior.B. performance.C. systems effect.D. human relations.


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84. (p. 6) The members of the marketing department are having a meeting. There is a lot of disagreement over the content of the next ad. This example best illustrates what level of behavior? A. IndividualB. GroupC. OrganizationalD. Customary



85. (p. 6) The manager is developing a part-time employee work schedule for the next week. This example best illustrates the organizational level of behavior. FALSE

The example best illustrates the individual level of behavior.

Bloom's Taxonomy: ComprehensionDifficulty: MediumType: Application Situation AS 1-2

86. (p. 8) The production department just set a record for the highest number of units made in an eight-hour period. This example best illustrates the goal of human relations. FALSE

The example best illustrates group performance.


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87. (p. 8) The production manager is having a discussion with the team members on the best ways to meet the excessive product demands within the stipulated time frame. This example best illustrates group performance. FALSE

The example best illustrates group behavior.



88. (p. 11) _____ failed to recognize the social needs of employees. A. Elton MaoB. Robert OwenC. Tom PetersD. Frederick Taylor

Bloom's Taxonomy: KnowledgeDifficulty: MediumType: Application Situation AS 1-3


89. (p. 13) Frederick Taylor conducted research to determine the characteristics of successful organizations. FALSE

Peters and Waterman conducted research to determine the characteristics of successful organizations.

Bloom's Taxonomy: KnowledgeDifficulty: MediumType: Application Situation AS 1-3

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90. (p. 11) Robert Owen refused to employ children under the age of 11. TRUE

Bloom's Taxonomy: KnowledgeDifficulty: EasyType: Application Situation AS 1-3

91. (p. 12) Eric Berne introduced transactional analysis (TA). TRUE


92. (p. 13) Elton Mayo developed Theory Z. FALSE

William Ouchi developed Theory Z.


93. (p. 13) Technology has enabled the innovation and speed we have now in the global economy. TRUE


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94. (p. 13-14) External factors play an important role in affecting a firm's competition levels. TRUE


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Fill in the Blank Questions

95. (p. 8) The focus of level _______ is on the behavior and human relations within and between groups. two


96. (p. 7) _____ behavior is the collective behavior of an organization's individuals and groups. Organizational


97. (p. 8) _____ is the extent to which expectations or objectives have been met. Performance


98. (p. 10) _____ and human relations are the foundation supporting performance. Behavior


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99. (p. 13) Edward Lawler suggested the use of ___________ management, which includes greater levels of participation at the lowest level of the organization. high-involvement


100. (p. 18) The ________________ is the shared expectations between people. psychological contract


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