Deck 10: Building Stronger Relationships With Positive Energy

Question 1

Humans are psychologically hardwired to notice negative events more than positive ones.

Answer 1

True

Question 2

Pride is a feeling of superiority,which almost always gives way to negative energy throughout the company.

Answer 2

False

Question 3

Some managers believe that positive reinforcement will reduce their power or control over workers.

Answer 3

True

Question 4

Narcissism among employees makes positive reinforcement even more effective because it reinforces the individual's self-focus.

Question 5

Negative work environments with "actively disengaged" workers suffer poor performance.

Question 6

Managers can build stronger,more positive relationships with Generation Y workers by providing them with frequent feedback and affirmation.

Question 7

Research has demonstrated that happiness on the job can but usually does not correlate with happiness in our personal lives.

Question 8

Positive reinforcement is less effective between peers or from subordinates to managers than from managers to subordinates.

Question 9

B.F.Skinner maintained that a living organism will tend to repeat a particular behavior if that behavior is accompanied by a reinforcer.

Question 10

When Jim told his manager,John,"I think I hit the wrong button," John responded,"Again?!" According to the Theory of the Dipper and Bucket,John has drained and diminished Jim.

Question 11

A reinforcer is a planned activity designed to motivate employees to achieve an organizational objective.

Question 12

There is very little you can do to change in an effort to be happy because of the way you were raised.

Question 13

Recognizing accomplishments is a positive reinforcer.

Question 14

The field of psychology and psychologists have devoted most of their research to mental illnesses.

Question 15

Individuals who build up the pride of other people in the business world are usually middle managers.

Question 16

According to Dr.Judith Orloff,how you respond to people and places determines,to a large degree,your energy level.

Question 17

Praise that is given after a considerable amount of time has passed since the positive behavior is just as reinforcing and powerful as praise that is given immediately.

Question 18

In the field of positive psychology,a person in a state of flow is fully immersed in a feeling of energized focus related to absorption in a task that he or she greatly enjoys.

Question 19

Organizations whose cultures are characterized by positive energy enjoy benefits such as increased productivity,improve customer satisfaction,and increased profits.

Question 20

Organizations that provide superior customer service do so by putting the needs and satisfaction of the customers above those of the employees.

Question 21

Which of the following is likely to contribute the least to positive energy in the workplace?​

A) ​Encouraging workers to be prideful of their accomplishments.
B) ​Awarding all incentives with cash.
C) ​Practicing common courtesies.
D) ​Providing feedback and affirmation to employees.

Question 22

Some incentive plans do not achieve positive reinforcement results because​

A) ​they do not use monetary rewards.
B) ​the incentives are too customized for individual wants and needs.
C) ​what they reward may foster unethical behavior or unproductive competition.
D) ​they result in overmotivation and overproduction to the point of having to lay workers off.

Question 23

American culture has changed from our early days as farmers to​

A) ​a culture of creativity and empathy for others.
B) ​the information age.
C) ​an era of small businesses.
D) ​a day when we should send "Thank You" letters by e-mail.

Question 24

Kelly has a meeting with Mark.When she arrives,Mark is on the phone.Mark tells the caller that his appointment has arrived and he will return the phone call later.This is an example of​

A) ​dialogue.
B) ​positive energy.
C) ​courtesy.
D) ​praise.

Question 25

Positive reinforcement is based on two facts about human nature: people appreciate recognition,and they​

A) ​want to know how well they are doing.
B) ​prefer money or tangible rewards over verbal feedback.
C) ​want verbal,not physical,strokes for a job well done.
D) ​prefer to be left in the dark than to receive negative feedback.

Question 26

Which is not a management skill job performance behavior that should be reinforced?​

A) ​Maintains accurate records
B) ​Spends time on short- and long-term planning
C) ​Maintains authority over his or her staff
D) ​Maintains quality-control standards

Question 27

Energy can be defined as​

A) ​the power of positive feedback.
B) ​the expression of positive thoughts and feelings.
C) ​incentive programs in the workplace.
D) ​the force that helps us do things with vitality and intensity.

Question 28

When it comes to rewarding individual and team performance,it is important to remember that​

A) ​team incentives are the only ones that result in a "bottom-line" difference for a company.
B) ​rewarding and reinforcing are supervisory responsibilities.
C) ​employees prefer tangible to intangible rewards.
D) ​managers can benefit from positive reinforcement from their subordinates.

Question 29

Derrick was feeling drained after working for several hours on a demanding task that required intense concentration.Derrick then ate lunch with Daisy,a coworker from another department,who shared a little about her morning,asked how his project was going,and provided some cheerful encouragement for him to keep at it.By the time Derrick returned to his desk,he felt renewed and was able to resume his work and complete the difficult task.This story demonstrates​

A) ​the power of positive energy in the workplace.
B) ​that Derrick lacks adequate engagement in his job.
C) ​that Derrick's esteem needs were satisfied.
D) ​the benefits of putting the employee first in an organization.

Question 30

Many firms pay extra money to those employees who work extra hours.Critics of this approach make which claim?​

A) ​Employees should be able to do all their work during the regular work hours.
B) ​These employees may value more time for family,socializing,and recreation as a reward instead of money.
C) ​Employees are most creative during the first two hours of each day.
D) ​Most people agree that employees should have the incentive of getting paid extra for extra hours.

Question 31

In order to provide superior customer service,organizations should keep in mind that​

A) ​pay incentive programs for frontline employees are critical.
B) ​treatment of the customers must be top priority,even ahead of treatment of employees.
C) ​frontline employees should be given full autonomy over providing the service and receive minimal feedback.
D) ​every person should be respected regardless of their duties or their position.

Question 32

Kyoko is managing a team of people who are working on a critical project.She wants to use positive reinforcement,but her days are so busy that she never seems to find the time.What should Kyoko do to best overcome this obstacle to the use of positive reinforcement?​

A) ​Ask the employees what they want her to say or do.
B) ​Put her own needs aside,lengthen her days,and continue dipping from her "bucket."
C) ​Give everyone a pay raise upon the project's .
D) ​Plan and set aside a few minutes each day to provide positive feedback.

Question 33

According to the Theory of the Dipper and the Bucket,when we work under a manager who berates us for mistakes but does not show appreciation for good work,​

A) ​we increase our positive emotions in defense.
B) ​we fuel positive energy in others.
C) ​we have greater energy.
D) ​we experience an energy drain.

Question 34

Examples in Chapter 10 show that positive energy can be developed in companies by​

A) ​being more flexible with working hours and giving quick rewards.
B) ​making employees feel valued by investing in them and their community.
C) ​reinforcing their needs.
D) ​managers who always demonstrate optimism.

Question 35

Managers of Generation Y workers must keep in mind that in order to create and maintain a positive work environment,​

A) ​they must use positive reinforcement cautiously so as not to fuel self-preoccupation and narcissism.
B) ​frequent feedback and affirmation are critical.
C) ​they must use more tangible forms of recognition,such as trophies and awards.
D) ​extending courtesies is not as important.

Question 36

When extending praise to employees,which of the following is recommended?​

A) ​Avoid praising employees in public.
B) ​When praising employees,simply tell them they're doing a good job.Avoid specifics.
C) ​Refrain from praising employees more than once every few months so they don't demand a salary increase.
D) ​Praise people immediately.

Question 37

Positive energy​

A) ​finds methods of increasing pay for workers.
B) ​helps us cope with physically demanding work.
C) ​requires feedback and appreciation.
D) ​praises employees at the levels of senior management.

Question 38

A common misconception about the use of positive reinforcement is that​

A) ​managers should focus on what is right and ignore what is wrong when reinforcing behavior.
B) ​the use of positive reinforcement increases the demands for a raise.
C) ​programs of this kind can be implemented with a minimum amount of effort.
D) ​employees value such programs more than good wages.

Question 39

Workers experience higher job satisfaction and more satisfied clients if​

A) they engage more with their coworkers.​
B) ​a supervisor helps their self-esteem by providing salary increases.
C) ​managers create better incentive plans.
D) ​their home life is happy.

Question 40

In order to create a healthier,more vibrant life,​

A) ​always practice courtesy so others will be courteous too.
B) ​give feedback.
C) ​try to experience three positive thoughts for every negative one.
D) ​be fit.

Question 41

Do you agree that people and organizations need positive experiences to thrive? Name three authors who provide support for positive experience and explain their point of view.Then,provide your own evidence to support your position.

Question 42

You can train yourself to become a more positive person.The most effective exercise is to engage positively with people in your ____________________ network.

Question 43

Case 10.1​
​
Antonio's company has an employee orientation program;has an extensive employee performance review program;and encourages managers to praise,write letters of appreciation for jobs well done,and take the time to listen to their employees.Years ago,the company began a positive reinforcement program.Managers were initially reluctant to support the program because they expected employees to begin demanding pay raises.But the company kept working at it,and eventually the program was accepted.Then,in order to increase quality and productivity,assembly-line workers were paid based on piecework for each acceptable component that they built.When the incentive programs were first introduced,employees competed with each other,teamwork was destroyed,and interpersonal relations dropped to an all-time low.Now the incentive programs and other positive reinforcement programs seem to be working.However,due to cutbacks in management levels and increasing work demands,managers are finding it harder and harder to determine which employees most deserve recognition.
Refer to Case 10.1.Problems with diminished teamwork resulting from the introduction of the incentive program could have been avoided by​

A) ​paying overtime wages.
B) ​utilizing employee input in the planning stage,then field testing the program.
C) ​devising incentives that reward individual performance.
D) ​replacing pay with noncash "trophy value" awards.

Question 44

The force that helps people to do things with intensity and vitality is called ____________________.

Question 45

An example of someone in the flow state is:​

A) ​a child who spends hours happily building structures with blocks.
B) ​a painter staring at a blank canvas,seeking inspiration.
C) ​a plumber working voluntary overtime for some extra money.
D) ​a stressed executive who works for hours on a report to meet a deadline.

Question 46

Case 10.1​
​
Antonio's company has an employee orientation program;has an extensive employee performance review program;and encourages managers to praise,write letters of appreciation for jobs well done,and take the time to listen to their employees.Years ago,the company began a positive reinforcement program.Managers were initially reluctant to support the program because they expected employees to begin demanding pay raises.But the company kept working at it,and eventually the program was accepted.Then,in order to increase quality and productivity,assembly-line workers were paid based on piecework for each acceptable component that they built.When the incentive programs were first introduced,employees competed with each other,teamwork was destroyed,and interpersonal relations dropped to an all-time low.Now the incentive programs and other positive reinforcement programs seem to be working.However,due to cutbacks in management levels and increasing work demands,managers are finding it harder and harder to determine which employees most deserve recognition.
Refer to Case 10.1.The company's payment of assembly-line workers for piecework is an example of​

A) ​profit sharing.
B) ​gain sharing.
C) ​confirmations.
D) ​production incentives.

Question 47

In our hectic,over-stimulated work culture,one should find a state of mind that carries the urge to savor your current circumstances and find ways to integrate them into your life more fully.This state of mind is called ________________.

Question 48

____________________ is a term used to describe the human condition of a preoccupation with self.

Question 49

In the absence of intangible rewards like praise,workers frequently demand ____________________ tangible rewards.

Question 50

Many businesses,including Clinic Service Corporation,Migros Ticaret A.S. ,and Salesforce.com,have developed a positive ________________________________ where employees feel engaged.

Question 51

Contrast positive and negative energy in an organization.

Question 52

Writing a ______________ after a being interviewed for a job or after receiving a generous gesture is an important courtesy that is also associated with individual and organizational success.

Question 53

Case 10.1​
​
Antonio's company has an employee orientation program;has an extensive employee performance review program;and encourages managers to praise,write letters of appreciation for jobs well done,and take the time to listen to their employees.Years ago,the company began a positive reinforcement program.Managers were initially reluctant to support the program because they expected employees to begin demanding pay raises.But the company kept working at it,and eventually the program was accepted.Then,in order to increase quality and productivity,assembly-line workers were paid based on piecework for each acceptable component that they built.When the incentive programs were first introduced,employees competed with each other,teamwork was destroyed,and interpersonal relations dropped to an all-time low.Now the incentive programs and other positive reinforcement programs seem to be working.However,due to cutbacks in management levels and increasing work demands,managers are finding it harder and harder to determine which employees most deserve recognition.
Refer to Case 10.1.The continuing success of the positive reinforcement programs depends on the company's ability to overcome which barrier?

A) ​Preoccupation with self
B) ​The "Too Busy" Syndrome
C) ​Misconceptions about positive reinforcement
D) ​Failing to identify commendable actions

Question 54

Case 10.1​
​
Antonio's company has an employee orientation program;has an extensive employee performance review program;and encourages managers to praise,write letters of appreciation for jobs well done,and take the time to listen to their employees.Years ago,the company began a positive reinforcement program.Managers were initially reluctant to support the program because they expected employees to begin demanding pay raises.But the company kept working at it,and eventually the program was accepted.Then,in order to increase quality and productivity,assembly-line workers were paid based on piecework for each acceptable component that they built.When the incentive programs were first introduced,employees competed with each other,teamwork was destroyed,and interpersonal relations dropped to an all-time low.Now the incentive programs and other positive reinforcement programs seem to be working.However,due to cutbacks in management levels and increasing work demands,managers are finding it harder and harder to determine which employees most deserve recognition.
Refer to Case 10.1.The managers' initial resistance to the positive reinforcement program is an example of which barrier to positive reinforcement programs?​

A) ​Preoccupation with self
B) ​The "Too Busy" Syndrome
C) ​Misconceptions about positive reinforcement
D) ​Failing to identify commendable actions

Question 55

____________________ is the emotional high that follows performance and success.

Question 56

People can enjoy authentic interactions with coworkers or managers who practice ________________,the process of responding to a speaker by restating (sending back) the message that the speaker sent.

Question 57

When it comes to positive reinforcement,many people do not know what to do.Identify some activities through which we can show approval.

Question 58

Every time a waiter or waitress receives a 5-star service rating submitted by a customer,he/she earns bonus points,which can be accumulated and redeemed for various prizes.This arrangement is an example of a(n) ____________________.

Question 59

Case 10.1​
​
Antonio's company has an employee orientation program;has an extensive employee performance review program;and encourages managers to praise,write letters of appreciation for jobs well done,and take the time to listen to their employees.Years ago,the company began a positive reinforcement program.Managers were initially reluctant to support the program because they expected employees to begin demanding pay raises.But the company kept working at it,and eventually the program was accepted.Then,in order to increase quality and productivity,assembly-line workers were paid based on piecework for each acceptable component that they built.When the incentive programs were first introduced,employees competed with each other,teamwork was destroyed,and interpersonal relations dropped to an all-time low.Now the incentive programs and other positive reinforcement programs seem to be working.However,due to cutbacks in management levels and increasing work demands,managers are finding it harder and harder to determine which employees most deserve recognition.
Refer to Case 10.1.Antonio's company's performance review program and encouragement of managers to express appreciation to employees is an example of​

A) ​incentive programs.
B) ​feedback and affirmation.
C) ​common courtesy.
D) ​Orloff's definition of energy.

Question 60

A human quality that involves a giver and a receiver and that benefits both is:​

A) ​pride.
B) ​narcissism.
C) ​gratitude.
D) ​serenity.

Question 61

How should a manager build an incentive plan for a team-oriented work environment?​

Question 62

What are some common misconceptions that managers have about positive reinforcement?​

Question 63

What are the consequences of being a "positive person"?​

Question 64

Imagine you are a business consultant,and the owner of a small business has asked for your advice.Her catering company is suffering from serious negativity,low morale,and sluggish productivity.Provide at least five solutions for how she can reverse the negativity and create positive energy.

Question 65

You are the owner of a small event-planning business.Executing each event requires the cooperation of every one of your five employees.Design an incentive program that rewards both the work of your staff team as a whole and the work of the individual employees-without inciting competition that detracts from good teamwork.The program must incorporate the three fundamentals described in Chapter 10.

Question 66

Briefly explain Tom Rath and Donald Clifton's Theory of the Dipper and the Bucket.How would you explain a bucket with holes using this analogy? Then,create a timeline of three events that might happen throughout a workday that demonstrate the Theory of the Dipper and Bucket.For each event,be sure to indicate whose bucket(s) was filled or depleted.

Question 67

Showing gratitude is an important courtesy.Pretend you have just finished interviewing for a job of your choice.Using the principles of thank-you letter writing explained in Chapter 10,write a thank-you note to your interviewer.