Art of Leadership 5th Edition Manning Test Bank

Art of Leadership 5th Edition Manning Test Bank
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Part 5 Leadership Principles Chapters 10 and 11
Multiple Choice Questions
1. _________ said, "Criticism should not be querulous and wasting, all knife and root puller; but
guiding, instructive and inspiring—a south wind, not an east wind."
A. Washington
B. Longfellow
C. Mark Twain
D. Benjamin Franklin
E. Ralph Waldo Emerson
2. _________ said, "The buck stops here," and, "If you can't stand the heat, get out of the
kitchen."
A. Theodore Roosevelt
B. Emeril Lagasse
C. Abraham Lincoln
D. Harry Truman
E. None of these
3. Harry Truman said, "I want people around me who will tell me _________ as they see it. You
can't operate if you have people around you who put you on a pedestal and tell you everything
you do is _________. Because that can't be possible."
A. The answers; fraud

B. Jokes; funny
C. Stories; great
D. Lies; wrong
E. The truth; right
10-1
Copyright © 2015 McGraw-Hill Education. All rights reserved. No reproduction or distribution without the prior written consent of
McGraw-Hill Education.
4. _________ said, "Very few men are wise by their own counsel; or learned by their own
teaching. For him that was only taught by himself has a fool to be his teacher."
A. Ben Johnson
B. Voltaire
C. John Stuart Mill
D. Tecumseh
E. Henry David Thoreau
5. _________ states, "Good leaders know how to tell; great leaders know how to ask."
A. Robert E. Lee
B. Henry Ford
C. Peter Drucker
D. Paul Bear Bryant
E. Aristotle
6. _________ said, "You can't just lead by numbers. We've always believed that business should
be enjoyable as well."
A. Robert McNamara
B. Herb Kelleher
C. Andrew Carnegie
D. Thomas Watson
E. John D. Rockefeller
10-2
7. Douglas McGregor married the ideas of _________ and _________ to identify leadership
strategies for creating enlightened workplaces.
A. Socrates; Aristotle
B. Kant; Hegel
C. Smith; Marx
D. Deming; Covey
E. Lewin; Maslow
8. Douglas McGregor believed that human _________ is innate, but that it can be thwarted by a
_________ environment, and that one's full potential can best be achieved in a _________
climate characterized by ________, ________, ______.
A. Behavior; hostile; warm; discussion; strife; and poor relationships

B. Distrust; favorable; negative; trust; respect; and mutual aid
C. Potential; supportive; variable; preparedness; persistence; and patience
D. Goodness; dysfunctional; healthy; trust; respect; and authentic relationships
E. None of these
9. _________ said, "One thing I believe to the fullest is that if you think and achieve as a team,
the individual accolades will take care of themselves. Talent wins games, but teamwork and
intelligence win championships."
A. Y. A. Tittle
B. Michael Jordan
C. Stan Musial
D. Willie Mayes
E. Gordy Howe
10-3
10. If more than ________% of your job is painful, there is a morale problem.
A. 5
B. 10
C. 15
D. 20
11. If less than ________% of your job is enjoyable, there is a morale problem.
A. 10
B. 20
C. 40
D. 80
12. _________ is the author of The Human Side of Enterprise.
A. Abraham Maslow
B. Douglas McGregor
C. Kurt Lewin
D. Ken Blanchard
13. _________ was a Russian writer who said, "All families resemble one another, and every
unhappy family is unhappy in its own way."
A. V.I. Lenin
B. Isaac Asimov
C. Leo Tolstoy
D. Boris Yeltsin
10-4
14. The experience of _________ as described by Mihaly Csikszentmihalyi is caused by _________.
A. Happiness; money and power

B. Security; work benefits and job seniority
C. Flow; the confluence of challenge and skill
D. Success; social status and material wealth
E. Depression; loss of purpose in life
15. Stage ________, in the life of a group, is characterized by conflict and resistance to the group's
task and structure.
A. I (forming)
B. II (storming)
C. III (norming)
D. IV (performing)
16. In ________, member behavior is characterized by a shift from detachment to involvement.
A. Forming (stage I)
B. Storming (stage II)
C. Norming (stage III)
D. Performing (stage IV)
17. _________ wrote, "Never send to know for whom the bell tolls; it tolls for thee," the meaning
being ______.
A. William James; duty calls

B. Elizabeth Browning; man is mortal
C. John Donne; no man is an island
D. Pope John; go to church
E. None of these
10-5
18. Without _________ and ________, human relationships break down.
A. Intimidation; compliance
B. Give; take
C. Trust; respect
D. Affection; approval
19. The quality of human relations in any workplace reflects the _________ and particularly the
_________ views on __________.
A. Customers'; suppliers'; value of goodwill

B. Owners'; employees'; value of money
C. Leaders'; senior leaders'; value of technology
D. Members'; leaders'; value of humanity
E. None of these
20. The _________ style of problem solving involves observing, recording facts, and identifying
alternatives.
A. Darwin
B. Einstein
C. Socrates
D. Ford
21. The _________ style of problem solving focuses on deeds and actions more than
contemplation and theory.
A. Darwin
B. Einstein
C. Socrates
D. Ford
10-6
22. _________ is required when people with different styles of problem solving live or work
together.
A. Understanding
B. Appreciation
C. Tolerance
D. All of these
23. Leadership tips for a high morale workplace include:
A. Be enthusiastic
B. Set the example
C. Keep promises
D. Always be fair
E. All of these
24. How to keep morale high in the leadership ranks includes:
A. Create a one-team attitude

B. Cut red-tape and reduce paper-work
C. Recognize jobs well done
D. Pay sufficient wages based on merit
E. All of these
25. Warren Bennis identifies four principles of effective leadership. These include all but one of
the following:
A. Be yourself
B. Hire good people
C. Treat people the way you want to be treated
D. Focus on critical objectives
E. Only spend time on people who can help you
10-7
26. Recognition techniques that build morale include all but one of the following:
A. Personal thanks
B. Year-end celebration
C. Traveling trophy
D. Money
E. Health insurance
27. Employee training does six important things, including:
A. Builds skills, raises morale

B. Cuts avoidable turnover and absenteeism
C. Raises loyalty, reduces mistakes
D. Increases productivity
E. All of these
28. Fully functioning groups are characterized by:
A. Clear mission, informal atmosphere, lots of discussion

B. Active listening, trust/openness, disagreement is okay
C. Criticism is issue-oriented, never personal
D. Effective leadership, shared values
E. All of these
29. Positive group member roles include:
A. Encourager, clarifier, harmonizer

B. Idea generator, ignition key, standard setter
C. Detail specialist
D. All of these
E. None of these
10-8
30. Group member roles that reduce group success are:
A. Ego tripper, negative artist

B. Above it all, aggressor
C. Jokester, avoider
D. All of these
E. None of these
31. Time tested practices for developing successful teams are:
A. Show enthusiasm, make timely decisions, practice innovation

B. Admit mistakes, be flexible, have persistence
C. Give credit to others, keep people informed, keep promises
D. Put others first and self last
E. All of these
32. Characteristics of a high performance team include:
A. A clear, elevating goal

B. Competent team members
C. A collaborative climate
D. Principled leadership
E. All of these
33. Organizations must effectively manage five team processes for the team concept to work:
A. Buy in, accountability, learning, infrastructure, partnering

B. Assembly, identification, organization, implementation, disbursement
C. Conflict, collaboration, motivation, understanding, achievement
D. Fact-finding, theorizing, executing, consolidating, learning
E. All of these
10-9
34. A leader can create a high performance team by:
A. Showing enthusiasm for the work of the group

B. Making timely decisions based on group goals
C. Keeping people informed about progress
D. Putting others first and self last
E. All of these
35. Rewarding employees for team effort and results is a demonstration of:
A. A true boss
B. A leader as team builder
C. A model employee
D. Corporate tax break
36. Effective leaders understand that gaining the respect and loyalty of people depends on
demonstrating:
A. Mistakes and uncertainties

B. Strict authority
C. Job knowledge and technical skill
D. Favoritism
37. Which of the following is not a positive role someone would play in building a community?
A. Detail specialist
B. Above it all
C. Encourager
D. Harmonizer
10-10
38. The leader as team builder does all of the following except:
A. Shows enthusiasm
B. Admits mistakes and uncertainties
C. Puts others first
D. Takes credit for work done by others
39. All of the following are important questions to ask during team building exercises except:
A. Who are we to blame?

B. What should be our goals?
C. What is our purpose?
D. How should we work together to fulfill our potential?
40. Research shows that success is enhanced if an organization understands and effectively
manages which of the following team processes?
A. Buy in
B. Accountability
C. Learning
D. Infrastructure
E. All of these
41. Which of the following best describes the leadership characteristics of legendary coaches
Alonzo Stagg, Knute Rockne, Joe Paterno, Eddie Robinson, and Paul Bear Bryant?
A. Each coach achieved success by intimidation tactics and by threatening players with poor
performance.
B. Each coach had different styles but followed universal principles of leadership that brought
out the best performance in their players.
C. Each coach was only passively involved in his team's performance and each achieved
success by delegating authority to his assistants.
D. None of these.
10-11
42. Proven policies and techniques that have positive effects on employee morale include all of
the following except:
A. Introduce a group bonus plan

B. Increase the amount and types of group interaction
C. Assign whole tasks, including preparatory and finishing work
D. Eliminate rewards based on job classification
E. Reduce the number of hierarchical levels
F. Allow workers to determine their own work methods
43. Dimensions of flow include all of the following except:
A. A clear and present purpose distinctly known

B. Immediate feedback on how well one is doing
C. Supreme concentration on the task at hand
D. A sense of growth and being part of some greater endeavor
E. Honor and recognition for work performed
44. Intrinsic factors that are necessary for a satisfying job include all but one of the following:
A. Variety and challenge

B. Opportunity for decision-making
C. Feedback and learning
D. Wholeness and meaning
E. Job security
45. Extrinsic factors that are important for work satisfaction include all but one of the following:
A. Fair and adequate pay

B. Opportunity and decision-making
C. Job security
D. Benefits
E. Due process
10-12
46. The term groupthink was coined by:
A. Carl Jung
B. Harry Levinson
C. Fran Tarkenton
D. William H. Whyte
47. The engineers that approved the launching of the Challenger fell victim to which symptom of
groupthink?
A. Illusion of invulnerability
B. Rationalization
C. Mindguards
D. All of these
48. Factors that can lead to groupthink include:
A. Pressure to conform to the majority view

B. Group cohesiveness
C. Isolation
D. Stress
E. All of these
49. Techniques that can be employed to reduce groupthink include:
A. Assign the role of critical evaluator to each group member

B. Leader should adopt an impartial, non-directive stance
C. Include review by uninvolved but knowledgeable outside evaluators
D. After decision is reached, conduct a second-chance discussion to express residual doubts
and rethink issues before making final decision
E. All of these
10-13
50. The Hawthorne studies:
A. Promoted massive industrialization

B. Exploited workers of the 1920s
C. Included reading The Scarlet Letter
D. Analyzed working conditions and work relationships
51. When people come together to accomplish something, certain questions are on their minds.
These include:
A. What is expected of us?

B. How will we work together?
C. What constitutes great performance?
D. How will we be rewarded?
E. All of these
52. Tom Peters writes that all business decisions hinge ultimately on _________; and all business
dealings are ________ dealings in the end.
A. money; financial
B. facts; rational
C. power; political
D. relationships; personal
53. The best human relations policy is for men and women to treat one another with ______, and
the conduct of the ________ is critical in this process.
A. suspicion; man
B. distrust; woman
C. respect; leader
D. None of these
10-14
54. All but one of the following are principles of effective listening that apply in all human
relations.
A. capitalize on thought speed

B. listen for ideas
C. reduce emotional deaf spots
D. find an area of interest
E. judge content, not delivery
F. hold your fire
G. work at listening
H. resist distractions
I. hear what is said
J. think before you speak
K. challenge yourself
55. In the face of virtuality of work relationships brought on by advances in information

technology, the effective leader will follow two principles.
A. refuse to participate in e-mail communication; continue to use traditional means of spoken

and written communication.
B. phase out traditional communication methods - fact-to-face, telephone, letters, meetings;
phase in electronic communication whenever and wherever possible.
C. maintain high standards of written and spoken communication; take advantage of the
speed, convenience and cost of electronic communication while maintaining as much face
time as possible.
D. None of these
56. Peter Drucker believed all of the following statements except one:
A. Effective leadership can be learned

B. Trust is the glue that binds leaders and followers
C. Leadership is not rank, it is responsibility
D. Leadership style is important
10-15
57. Meta analysis shows a ______ relationship between employee morale and ______.
A. Positive; profit, turnover, diversity, growth

B. Negative; retention, performance, communication, teamwork
C. Negative; size, market share, efficiency, innovation
D. Positive; organizational commitment, job performance, organizational citizenship, and
retention
58. ______ percent of what is communicated is with words; ______ by sound (or tone); ______ is by
body language.
A. 33; 33; 33
B. 7; 38; 55
C. 40; 40; 20
D. None of these
59. Two potential problems that can reduce work team effectiveness are ______ and ______.
A. Social loafing; groupthink

B. Time; seniority
C. Inexperience; positive reinforcement
D. Risk; rewards
60. ______ said: "Teamwork is the fuel that allows common people to attain uncommon results."
A. Henry Ford
B. Kurt Lewin
C. Irving Janis
D. Andrew Carnegie
10-16
61. James Collins states teams on the rise address the truth, use evidence-based problem solving,
emphasize two-way communication, have a one-team attitude, show mutual respect, are
cause-focused, and are:
A. talented
B. experienced
C. learning-centered
D. None of these
62. Peter Drucker identifies responsibilities of leaders to be all but one of the following:
A. Focus on opportunities rather than problems

B. Listen first, speak last
C. Take responsibility for decisions
D. Think and say "we" rather than "I"
E. Know the rules of the game
63. According to Brad Bird, director of Ratatouille:
A. "Morale and performance are correlated negatively."

B. "Morale is the responsibility of the individual worker."
C. "If you have low morale, for every dollar you spend, you get 25 cents of value. If you have
high morale, for every dollar you spend, you get 3 dollars of value, not to mention a
beautiful product."
D. "Morale is the responsibility of management."
E. None of these
10-17
64. Wendy Leebov identifies twelve principles for obtaining good human relations, including all
but one of the following:
A. Respect differences
B. Listen to understand
C. Admit mistakes
D. Think positive
E. Use absolute statements
65. In How to Win Friends and Influence People, Dale Carnegie prescribed all but one of the
following principles:
A. Show interest in others

B. Don't be a complainer
C. Study psychology
D. Remember peoples' names
E. Help people feel important
66. Psychologist Kurt Lewin developed _______ as a tool to better understand organizational
change.
A. Force Field Analysis

B. Brainstorming
C. Blue Sky Thinking
D. Appreciative inquiry
E. Program review technique
10-18
67. In The Five Dysfunctions of a Team, _______ identifies five dysfunctions that are lethal for
team success, including all but one of the following:
A. Avoidance of accountability
B. Inattention to results
C. Lack of commitment
D. Absence of trust
E. Failure to accommodate
68. Abraham Lincoln used _______ to stay in touch with the people.
A. Newspaper editorials
B. The telegraph
C. Hearsay and rumor
D. Theater and plays
E. Public opinion baths
69. Research shows _______ of all employees feel management isn't listening to them.
A. One-forth
B. Two-thirds
C. Ninety percent
D. One-third
E. Fifty percent
10-19
70. The following business leader said, "There's a temptation in our net worked age to think ideas
can be developed by e-mail and ichat. That's crazy. Creativity comes from spontaneous
meetings, from random discussions. You run into someone, you ask what they're doing, you
say 'wow', and soon you are cooking up all sorts of ideas."
A. Alan Mulally
B. Ann Fudge
C. Indra Nooyi
D. Steve Jobs
E. Herb Kelleher
71. _______ is a good term used to describe positive and helpful employee behavior; and ________
is a term used to describe negative and harmful employee behavior.
A. Organizational citizenship behavior (OCB); counter productive work behavior (CWB)

B. Low maintenance behavior (LMB); high yield behavior (HYB)
C. Never a problem behavior (NPB); always a problem behavior (APB)
D. Call on me behavior (CMB); not my job behavior (NJB)
E. None of these
72. The ________ rule for team size means ________.
A. Critical mass; size is important

B. Less is more; power comes from a few
C. Democratic; the leader chooses the participants
D. 3 meetings; any problem can be solved with 3 meetings
E. Two pizzas; if a team can't be fed by 2 pizzas, it is too big
10-20
73. A team should be:
A. Large enough to provide competencies and perspectives, and small enough to maintain
involvement and coordination
B. Used in all problem solving and decision making
C. The method of last resort for making important decisions
D. Formed when a speedy decision is needed
E. None of these
74. Effective group rules or norms of behavior include all but one of the following:
A. Start and stop meetings on time

B. One person talks at a time
C. Every idea is given a hearing
D. Honesty is the best policy
E. Vote early, vote often
True / False Questions
75. In "The Real Leadership Lessons of Steve Jobs," Walter Isaacson identified: 1) the package is
important; 2) use good wood, even if it doesn't show; and 3) stay hungry, stay foolish.
True False
76. For most employees, high morale is a predictor of creativity, problem solving, task persistence,
co-worker support, and organizational commitment.
True False
77. Nothing demonstrates respect more than a pay raise and new title.
True False
10-21
78. The four key areas that impact work morale are: the job itself, the work group, management
practices, and economic rewards.
True False
79. Executive coach Marshall Goldsmith identifies the importance of listening as a sign of respect
and as a leadership skill.
True False
80. The need for cross-cultural and virtual teams has been caused by globalization and the
changing nature of work.
True False
81. Leaders of teams should evaluate performance case by case, versus requiring a distribution of
ranking regardless of the quality of performance of each group member.
True False
82. Harry Levinson has identified origins of negative behavior including feelings of insecurity,
need for attention, vulnerable self-image, and eagerness for perfection.
True False
83. The Marine Corps principle of three states most people can efficiently handle 3 key
responsibilities.
True False
84. Treating people as ends rather than means is an anti-humanistic view.
True False
85. Customer service and employee satisfaction are positively correlated.
True False
10-22
86. Peter Drucker states: The best leaders focus on deficiencies in personal and employee
performance.
True False
87. Research shows managers with Theory X assumptions are better than those with Theory Y
assumptions at accomplishing organizational objectives and tapping the potential of
employees.
True False
88. An emphasis on high performance teams is cited as a success factory by both Google and
Cisco.
True False
89. Appreciative Inquiry is a marketing technique used to increase sales.
True False
Matching Questions
10-23
90. Match the items below with their descriptions:
1. encourager, clarifier, harmonizer, analysis of working

idea generator, ignition key, conditions and work
standard setter, detail specialist relationships ____
Douglas McGregor's
2. respect contribution ____
3. forming, storming, norming, morale building
performing leadership actions ____
4. variety and challenge,
opportunity for decision-making,
feedback and learning, mutual
support and respect, wholeness Einstein, Darwin,
and meaning, room to grow Socrates, Ford ____
role model for raising
morale and achieving
5. trust business success ____
positive group member
6. Hawthorne Studies roles ____
how organizations can
7. The Human Side of Enterprise raise morale ____
a key element of a good
8. Herb Kelleher relationship ____
9. introduce a group bonus, allow
job autonomy, provide training,
assign whole tasks, gain direct
feedback from users, increase stages in the life of a
group interaction group ____
Warren Bennis' advice to
10. tolerance of differences leaders ____
11. be yourself, hire good people,
treat people fairly, focus on key
objectives, listen well, call the play, satisfying psychological
cheer them on state ____
12. problem solving styles relationship ____
13. "flow" characteristics of a rich ____
10-24
job
14. be enthusiastic, set the
example, show support, keep pitfalls in group decision-
promises making ____
15. illusion of invulnerability, important when people
stereotypes of outgroups, self- with different styles of
censorship, direct pressure, illusion problem solving live or work
of unanimity together ____
10-25
Part 5 Leadership Principles Chapters 10 and 11 Answer Key
Multiple Choice Questions
1. _________ said, "Criticism should not be querulous and wasting, all knife and root puller;
but guiding, instructive and inspiring—a south wind, not an east wind."
A. Washington
B. Longfellow
C. Mark Twain
D. Benjamin Franklin
E. Ralph Waldo Emerson
Level: 2 Medium
2. _________ said, "The buck stops here," and, "If you can't stand the heat, get out of the
kitchen."
A. Theodore Roosevelt
B. Emeril Lagasse
C. Abraham Lincoln
D. Harry Truman
E. None of these
Level: 2 Medium
10-26
3. Harry Truman said, "I want people around me who will tell me _________ as they see it. You
can't operate if you have people around you who put you on a pedestal and tell you
everything you do is _________. Because that can't be possible."
A. The answers; fraud

B. Jokes; funny
C. Stories; great
D. Lies; wrong
E. The truth; right
Level: 2 Medium
4. _________ said, "Very few men are wise by their own counsel; or learned by their own
teaching. For him that was only taught by himself has a fool to be his teacher."
A. Ben Johnson
B. Voltaire
C. John Stuart Mill
D. Tecumseh
E. Henry David Thoreau
Level: 2 Medium
5. _________ states, "Good leaders know how to tell; great leaders know how to ask."
A. Robert E. Lee
B. Henry Ford
C. Peter Drucker
D. Paul Bear Bryant
E. Aristotle
Level: 2 Medium
10-27
6. _________ said, "You can't just lead by numbers. We've always believed that business
should be enjoyable as well."
A. Robert McNamara
B. Herb Kelleher
C. Andrew Carnegie
D. Thomas Watson
E. John D. Rockefeller
Level: 2 Medium
7. Douglas McGregor married the ideas of _________ and _________ to identify leadership
strategies for creating enlightened workplaces.
A. Socrates; Aristotle
B. Kant; Hegel
C. Smith; Marx
D. Deming; Covey
E. Lewin; Maslow
Level: 2 Medium
8. Douglas McGregor believed that human _________ is innate, but that it can be thwarted by
a _________ environment, and that one's full potential can best be achieved in a _________
climate characterized by ________, ________, ______.
A. Behavior; hostile; warm; discussion; strife; and poor relationships

B. Distrust; favorable; negative; trust; respect; and mutual aid
C. Potential; supportive; variable; preparedness; persistence; and patience
D. Goodness; dysfunctional; healthy; trust; respect; and authentic relationships
E. None of these
Level: 2 Medium
10-28
9. _________ said, "One thing I believe to the fullest is that if you think and achieve as a team,
the individual accolades will take care of themselves. Talent wins games, but teamwork
and intelligence win championships."
A. Y. A. Tittle
B. Michael Jordan
C. Stan Musial
D. Willie Mayes
E. Gordy Howe
Level: 2 Medium
10. If more than ________% of your job is painful, there is a morale problem.
A. 5
B. 10
C. 15
D. 20
Level: 2 Medium
11. If less than ________% of your job is enjoyable, there is a morale problem.
A. 10
B. 20
C. 40
D. 80
Level: 2 Medium
10-29
12. _________ is the author of The Human Side of Enterprise.
A. Abraham Maslow
B. Douglas McGregor
C. Kurt Lewin
D. Ken Blanchard
Level: 2 Medium
13. _________ was a Russian writer who said, "All families resemble one another, and every
unhappy family is unhappy in its own way."
A. V.I. Lenin
B. Isaac Asimov
C. Leo Tolstoy
D. Boris Yeltsin
Level: 2 Medium
14. The experience of _________ as described by Mihaly Csikszentmihalyi is caused by

_________.
A. Happiness; money and power

B. Security; work benefits and job seniority
C. Flow; the confluence of challenge and skill
D. Success; social status and material wealth
E. Depression; loss of purpose in life
Level: 2 Medium
10-30
15. Stage ________, in the life of a group, is characterized by conflict and resistance to the
group's task and structure.
A. I (forming)
B. II (storming)
C. III (norming)
D. IV (performing)
Level: 2 Medium
16. In ________, member behavior is characterized by a shift from detachment to involvement.
A. Forming (stage I)
B. Storming (stage II)
C. Norming (stage III)
D. Performing (stage IV)
Level: 2 Medium
17. _________ wrote, "Never send to know for whom the bell tolls; it tolls for thee," the meaning
being ______.
A. William James; duty calls

B. Elizabeth Browning; man is mortal
C. John Donne; no man is an island
D. Pope John; go to church
E. None of these
Level: 2 Medium
10-31
18. Without _________ and ________, human relationships break down.
A. Intimidation; compliance
B. Give; take
C. Trust; respect
D. Affection; approval
Level: 2 Medium
19. The quality of human relations in any workplace reflects the _________ and particularly the
_________ views on __________.
A. Customers'; suppliers'; value of goodwill

B. Owners'; employees'; value of money
C. Leaders'; senior leaders'; value of technology
D. Members'; leaders'; value of humanity
E. None of these
Level: 2 Medium
20. The _________ style of problem solving involves observing, recording facts, and identifying
alternatives.
A. Darwin
B. Einstein
C. Socrates
D. Ford
Level: 2 Medium
10-32
21. The _________ style of problem solving focuses on deeds and actions more than
contemplation and theory.
A. Darwin
B. Einstein
C. Socrates
D. Ford
Level: 2 Medium
22. _________ is required when people with different styles of problem solving live or work
together.
A. Understanding
B. Appreciation
C. Tolerance
D. All of these
Level: 2 Medium
23. Leadership tips for a high morale workplace include:
A. Be enthusiastic
B. Set the example
C. Keep promises
D. Always be fair
E. All of these
Level: 2 Medium
10-33
24. How to keep morale high in the leadership ranks includes:
A. Create a one-team attitude

B. Cut red-tape and reduce paper-work
C. Recognize jobs well done
D. Pay sufficient wages based on merit
E. All of these
Level: 2 Medium
25. Warren Bennis identifies four principles of effective leadership. These include all but one of
the following:
A. Be yourself
B. Hire good people
C. Treat people the way you want to be treated
D. Focus on critical objectives
E. Only spend time on people who can help you
Level: 2 Medium
26. Recognition techniques that build morale include all but one of the following:
A. Personal thanks
B. Year-end celebration
C. Traveling trophy
D. Money
E. Health insurance
Level: 2 Medium
10-34
27. Employee training does six important things, including:
A. Builds skills, raises morale

B. Cuts avoidable turnover and absenteeism
C. Raises loyalty, reduces mistakes
D. Increases productivity
E. All of these
Level: 2 Medium
28. Fully functioning groups are characterized by:
A. Clear mission, informal atmosphere, lots of discussion

B. Active listening, trust/openness, disagreement is okay
C. Criticism is issue-oriented, never personal
D. Effective leadership, shared values
E. All of these
Level: 2 Medium
29. Positive group member roles include:
A. Encourager, clarifier, harmonizer

B. Idea generator, ignition key, standard setter
C. Detail specialist
D. All of these
E. None of these
Level: 2 Medium
10-35
30. Group member roles that reduce group success are:
A. Ego tripper, negative artist

B. Above it all, aggressor
C. Jokester, avoider
D. All of these
E. None of these
Level: 2 Medium
31. Time tested practices for developing successful teams are:
A. Show enthusiasm, make timely decisions, practice innovation

B. Admit mistakes, be flexible, have persistence
C. Give credit to others, keep people informed, keep promises
D. Put others first and self last
E. All of these
Level: 2 Medium
32. Characteristics of a high performance team include:
A. A clear, elevating goal

B. Competent team members
C. A collaborative climate
D. Principled leadership
E. All of these
Level: 2 Medium
10-36
33. Organizations must effectively manage five team processes for the team concept to work:
A. Buy in, accountability, learning, infrastructure, partnering

B. Assembly, identification, organization, implementation, disbursement
C. Conflict, collaboration, motivation, understanding, achievement
D. Fact-finding, theorizing, executing, consolidating, learning
E. All of these
Level: 2 Medium
34. A leader can create a high performance team by:
A. Showing enthusiasm for the work of the group

B. Making timely decisions based on group goals
C. Keeping people informed about progress
D. Putting others first and self last
E. All of these
Level: 2 Medium
35. Rewarding employees for team effort and results is a demonstration of:
A. A true boss
B. A leader as team builder
C. A model employee
D. Corporate tax break
Level: 2 Medium
10-37
36. Effective leaders understand that gaining the respect and loyalty of people depends on
demonstrating:
A. Mistakes and uncertainties

B. Strict authority
C. Job knowledge and technical skill
D. Favoritism
Level: 2 Medium
37. Which of the following is not a positive role someone would play in building a community?
A. Detail specialist
B. Above it all
C. Encourager
D. Harmonizer
Level: 2 Medium
38. The leader as team builder does all of the following except:
A. Shows enthusiasm
B. Admits mistakes and uncertainties
C. Puts others first
D. Takes credit for work done by others
Level: 2 Medium
39. All of the following are important questions to ask during team building exercises except:
A. Who are we to blame?

B. What should be our goals?
C. What is our purpose?
D. How should we work together to fulfill our potential?
Level: 2 Medium
10-38
40. Research shows that success is enhanced if an organization understands and effectively
manages which of the following team processes?
A. Buy in
B. Accountability
C. Learning
D. Infrastructure
E. All of these
Level: 2 Medium
41. Which of the following best describes the leadership characteristics of legendary coaches
Alonzo Stagg, Knute Rockne, Joe Paterno, Eddie Robinson, and Paul Bear Bryant?
A. Each coach achieved success by intimidation tactics and by threatening players with
poor performance.
B. Each coach had different styles but followed universal principles of leadership that
brought out the best performance in their players.
C. Each coach was only passively involved in his team's performance and each achieved
success by delegating authority to his assistants.
D. None of these.
Level: 2 Medium
42. Proven policies and techniques that have positive effects on employee morale include all of
the following except:
A. Introduce a group bonus plan

B. Increase the amount and types of group interaction
C. Assign whole tasks, including preparatory and finishing work
D. Eliminate rewards based on job classification
E. Reduce the number of hierarchical levels
F. Allow workers to determine their own work methods
Level: 2 Medium
10-39
43. Dimensions of flow include all of the following except:
A. A clear and present purpose distinctly known

B. Immediate feedback on how well one is doing
C. Supreme concentration on the task at hand
D. A sense of growth and being part of some greater endeavor
E. Honor and recognition for work performed
Level: 2 Medium
44. Intrinsic factors that are necessary for a satisfying job include all but one of the following:
A. Variety and challenge

B. Opportunity for decision-making
C. Feedback and learning
D. Wholeness and meaning
E. Job security
Level: 2 Medium
45. Extrinsic factors that are important for work satisfaction include all but one of the
following:
A. Fair and adequate pay

B. Opportunity and decision-making
C. Job security
D. Benefits
E. Due process
Level: 2 Medium
10-40
46. The term groupthink was coined by:
A. Carl Jung
B. Harry Levinson
C. Fran Tarkenton
D. William H. Whyte
Level: 2 Medium
47. The engineers that approved the launching of the Challenger fell victim to which symptom
of groupthink?
A. Illusion of invulnerability
B. Rationalization
C. Mindguards
D. All of these
Level: 2 Medium
48. Factors that can lead to groupthink include:
A. Pressure to conform to the majority view

B. Group cohesiveness
C. Isolation
D. Stress
E. All of these
Level: 2 Medium
10-41
49. Techniques that can be employed to reduce groupthink include:
A. Assign the role of critical evaluator to each group member

B. Leader should adopt an impartial, non-directive stance
C. Include review by uninvolved but knowledgeable outside evaluators
D. After decision is reached, conduct a second-chance discussion to express residual
doubts and rethink issues before making final decision
E. All of these
Level: 2 Medium
50. The Hawthorne studies:
A. Promoted massive industrialization

B. Exploited workers of the 1920s
C. Included reading The Scarlet Letter
D. Analyzed working conditions and work relationships
Level: 2 Medium
51. When people come together to accomplish something, certain questions are on their
minds. These include:
A. What is expected of us?

B. How will we work together?
C. What constitutes great performance?
D. How will we be rewarded?
E. All of these
Level: 2 Medium
10-42
52. Tom Peters writes that all business decisions hinge ultimately on _________; and all
business dealings are ________ dealings in the end.
A. money; financial
B. facts; rational
C. power; political
D. relationships; personal
Level: 2 Medium
53. The best human relations policy is for men and women to treat one another with ______,
and the conduct of the ________ is critical in this process.
A. suspicion; man
B. distrust; woman
C. respect; leader
D. None of these
Level: 2 Medium
54. All but one of the following are principles of effective listening that apply in all human
relations.
A. capitalize on thought speed

B. listen for ideas
C. reduce emotional deaf spots
D. find an area of interest
E. judge content, not delivery
F. hold your fire
G. work at listening
H. resist distractions
I. hear what is said
J. think before you speak
K. challenge yourself
Level: 2 Medium
10-43
55. In the face of virtuality of work relationships brought on by advances in information
technology, the effective leader will follow two principles.
A. refuse to participate in e-mail communication; continue to use traditional means of

spoken and written communication.
B. phase out traditional communication methods - fact-to-face, telephone, letters,
meetings; phase in electronic communication whenever and wherever possible.
C. maintain high standards of written and spoken communication; take advantage of the
speed, convenience and cost of electronic communication while maintaining as much
face time as possible.
D. None of these
Level: 2 Medium
56. Peter Drucker believed all of the following statements except one:
A. Effective leadership can be learned

B. Trust is the glue that binds leaders and followers
C. Leadership is not rank, it is responsibility
D. Leadership style is important
Level: 2 Medium
57. Meta analysis shows a ______ relationship between employee morale and ______.
A. Positive; profit, turnover, diversity, growth

B. Negative; retention, performance, communication, teamwork
C. Negative; size, market share, efficiency, innovation
D. Positive; organizational commitment, job performance, organizational citizenship, and
retention
Level: 2 Medium
10-44
58. ______ percent of what is communicated is with words; ______ by sound (or tone); ______ is
by body language.
A. 33; 33; 33
B. 7; 38; 55
C. 40; 40; 20
D. None of these
Level: 2 Medium
59. Two potential problems that can reduce work team effectiveness are ______ and ______.
A. Social loafing; groupthink

B. Time; seniority
C. Inexperience; positive reinforcement
D. Risk; rewards
Level: 1 Easy
60. ______ said: "Teamwork is the fuel that allows common people to attain uncommon
results."
A. Henry Ford
B. Kurt Lewin
C. Irving Janis
D. Andrew Carnegie
Level: 1 Easy
10-45
61. James Collins states teams on the rise address the truth, use evidence-based problem
solving, emphasize two-way communication, have a one-team attitude, show mutual
respect, are cause-focused, and are:
A. talented
B. experienced
C. learning-centered
D. None of these
Level: 2 Medium
62. Peter Drucker identifies responsibilities of leaders to be all but one of the following:
A. Focus on opportunities rather than problems

B. Listen first, speak last
C. Take responsibility for decisions
D. Think and say "we" rather than "I"
E. Know the rules of the game
Level: 2 Medium
63. According to Brad Bird, director of Ratatouille:
A. "Morale and performance are correlated negatively."

B. "Morale is the responsibility of the individual worker."
C. "If you have low morale, for every dollar you spend, you get 25 cents of value. If you
have high morale, for every dollar you spend, you get 3 dollars of value, not to mention a
beautiful product."
D. "Morale is the responsibility of management."
E. None of these
Level: 2 Medium
10-46
64. Wendy Leebov identifies twelve principles for obtaining good human relations, including all
but one of the following:
A. Respect differences
B. Listen to understand
C. Admit mistakes
D. Think positive
E. Use absolute statements
Level: 2 Medium
65. In How to Win Friends and Influence People, Dale Carnegie prescribed all but one of the
following principles:
A. Show interest in others

B. Don't be a complainer
C. Study psychology
D. Remember peoples' names
E. Help people feel important
Level: 2 Medium
66. Psychologist Kurt Lewin developed _______ as a tool to better understand organizational
change.
A. Force Field Analysis

B. Brainstorming
C. Blue Sky Thinking
D. Appreciative inquiry
E. Program review technique
Level: 2 Medium
10-47
67. In The Five Dysfunctions of a Team, _______ identifies five dysfunctions that are lethal for
team success, including all but one of the following:
A. Avoidance of accountability
B. Inattention to results
C. Lack of commitment
D. Absence of trust
E. Failure to accommodate
Level: 2 Medium
68. Abraham Lincoln used _______ to stay in touch with the people.
A. Newspaper editorials
B. The telegraph
C. Hearsay and rumor
D. Theater and plays
E. Public opinion baths
Level: 2 Medium
69. Research shows _______ of all employees feel management isn't listening to them.
A. One-forth
B. Two-thirds
C. Ninety percent
D. One-third
E. Fifty percent
Level: 1 Easy
10-48
70. The following business leader said, "There's a temptation in our net worked age to think
ideas can be developed by e-mail and ichat. That's crazy. Creativity comes from
spontaneous meetings, from random discussions. You run into someone, you ask what
they're doing, you say 'wow', and soon you are cooking up all sorts of ideas."
A. Alan Mulally
B. Ann Fudge
C. Indra Nooyi
D. Steve Jobs
E. Herb Kelleher
Level: 2 Medium
71. _______ is a good term used to describe positive and helpful employee behavior; and
________ is a term used to describe negative and harmful employee behavior.
A. Organizational citizenship behavior (OCB); counter productive work behavior (CWB)

B. Low maintenance behavior (LMB); high yield behavior (HYB)
C. Never a problem behavior (NPB); always a problem behavior (APB)
D. Call on me behavior (CMB); not my job behavior (NJB)
E. None of these
Level: 2 Medium
72. The ________ rule for team size means ________.
A. Critical mass; size is important

B. Less is more; power comes from a few
C. Democratic; the leader chooses the participants
D. 3 meetings; any problem can be solved with 3 meetings
E. Two pizzas; if a team can't be fed by 2 pizzas, it is too big
Level: 2 Medium
10-49
73. A team should be:
A. Large enough to provide competencies and perspectives, and small enough to maintain
involvement and coordination
B. Used in all problem solving and decision making
C. The method of last resort for making important decisions
D. Formed when a speedy decision is needed
E. None of these
Level: 2 Medium
74. Effective group rules or norms of behavior include all but one of the following:
A. Start and stop meetings on time

B. One person talks at a time
C. Every idea is given a hearing
D. Honesty is the best policy
E. Vote early, vote often
Level: 2 Medium
True / False Questions
75. In "The Real Leadership Lessons of Steve Jobs," Walter Isaacson identified: 1) the package
is important; 2) use good wood, even if it doesn't show; and 3) stay hungry, stay foolish.
TRUE
Level: 1 Easy
10-50
76. For most employees, high morale is a predictor of creativity, problem solving, task
persistence, co-worker support, and organizational commitment.
TRUE
Level: 1 Easy
77. Nothing demonstrates respect more than a pay raise and new title.
FALSE
Level: 1 Easy
78. The four key areas that impact work morale are: the job itself, the work group,
management practices, and economic rewards.
TRUE
Level: 1 Easy
79. Executive coach Marshall Goldsmith identifies the importance of listening as a sign of
respect and as a leadership skill.
TRUE
Level: 1 Easy
80. The need for cross-cultural and virtual teams has been caused by globalization and the
changing nature of work.
TRUE
Level: 1 Easy
81. Leaders of teams should evaluate performance case by case, versus requiring a
distribution of ranking regardless of the quality of performance of each group member.
TRUE
Level: 1 Easy
10-51
82. Harry Levinson has identified origins of negative behavior including feelings of insecurity,
need for attention, vulnerable self-image, and eagerness for perfection.
TRUE
Level: 1 Easy
83. The Marine Corps principle of three states most people can efficiently handle 3 key
responsibilities.
TRUE
Level: 1 Easy
84. Treating people as ends rather than means is an anti-humanistic view.
FALSE
Level: 1 Easy
85. Customer service and employee satisfaction are positively correlated.
TRUE
Level: 1 Easy
86. Peter Drucker states: The best leaders focus on deficiencies in personal and employee
performance.
FALSE
Level: 1 Easy
87. Research shows managers with Theory X assumptions are better than those with Theory Y
assumptions at accomplishing organizational objectives and tapping the potential of
employees.
FALSE
Level: 1 Easy
10-52
88. An emphasis on high performance teams is cited as a success factory by both Google and
Cisco.
TRUE
Level: 1 Easy
89. Appreciative Inquiry is a marketing technique used to increase sales.
FALSE
Level: 1 Easy
Matching Questions
10-53
90. Match the items below with their descriptions:
1. encourager, clarifier,
harmonizer, idea generator, analysis of working
ignition key, standard setter, detail conditions and work
specialist relationships 6
Douglas McGregor's
2. respect contribution 7
3. forming, storming, norming, morale building
performing leadership actions 14
4. variety and challenge,
opportunity for decision-making,
feedback and learning, mutual
support and respect, wholeness Einstein, Darwin,
and meaning, room to grow Socrates, Ford 12
role model for raising
morale and achieving
5. trust business success 8
positive group member
6. Hawthorne Studies roles 1
how organizations can
7. The Human Side of Enterprise raise morale 9
8. Herb Kelleher relationship 2
9. introduce a group bonus, allow
job autonomy, provide training,
assign whole tasks, gain direct
feedback from users, increase stages in the life of a
group interaction group 3
Warren Bennis' advice to
10. tolerance of differences leaders 11
11. be yourself, hire good people,
treat people fairly, focus on key
objectives, listen well, call the satisfying psychological
play, cheer them on state 13
12. problem solving styles relationship 5
10-54
characteristics of a rich
13. "flow" job 4
14. be enthusiastic, set the
example, show support, keep pitfalls in group
promises decision-making 15
15. illusion of invulnerability, important when people
stereotypes of outgroups, self- with different styles of
censorship, direct pressure, problem solving live or work
illusion of unanimity together 10
Level: 3 Difficult
10-55
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Multiple Choice Questions

A. The answers; fraud

A. Behavior; hostile; warm; discussion; strife; and poor relationships

12. _________ is the author of The Human Side of Enterprise.

A. Happiness; money and power

16. In ________, member behavior is characterized by a shift from detachment to involvement.

A. William James; duty calls

A. Customers'; suppliers'; value of goodwill

23. Leadership tips for a high morale workplace include:

24. How to keep morale high in the leadership ranks includes:

A. Create a one-team attitude

27. Employee training does six important things, including:

A. Builds skills, raises morale

28. Fully functioning groups are characterized by:

A. Clear mission, informal atmosphere, lots of discussion

29. Positive group member roles include:

A. Encourager, clarifier, harmonizer

A. Ego tripper, negative artist

31. Time tested practices for developing successful teams are:

A. Show enthusiasm, make timely decisions, practice innovation

32. Characteristics of a high performance team include:

A. A clear, elevating goal

A. Buy in, accountability, learning, infrastructure, partnering

A. Showing enthusiasm for the work of the group

A. Mistakes and uncertainties

A. Who are we to blame?

A. Introduce a group bonus plan

43. Dimensions of flow include all of the following except:

A. A clear and present purpose distinctly known

A. Variety and challenge

A. Fair and adequate pay

48. Factors that can lead to groupthink include:

A. Pressure to conform to the majority view

49. Techniques that can be employed to reduce groupthink include:

A. Assign the role of critical evaluator to each group member

A. Promoted massive industrialization

A. What is expected of us?

A. capitalize on thought speed

55. In the face of virtuality of work relationships brought on by advances in information

A. refuse to participate in e-mail communication; continue to use traditional means of spoken

A. Effective leadership can be learned

A. Positive; profit, turnover, diversity, growth

A. Social loafing; groupthink

A. Focus on opportunities rather than problems

63. According to Brad Bird, director of Ratatouille:

A. "Morale and performance are correlated negatively."

A. Show interest in others

A. Force Field Analysis

A. Organizational citizenship behavior (OCB); counter productive work behavior (CWB)

72. The ________ rule for team size means ________.

A. Critical mass; size is important

A. Start and stop meetings on time

True / False Questions

84. Treating people as ends rather than means is an anti-humanistic view.

85. Customer service and employee satisfaction are positively correlated.

89. Appreciative Inquiry is a marketing technique used to increase sales.

1. encourager, clarifier, harmonizer, analysis of working

Multiple Choice Questions

A. The answers; fraud

A. Behavior; hostile; warm; discussion; strife; and poor relationships

72. The rule for team size means .

72. The rule for team size means .