Question 1

When you are making an apology,you are trying to _____.
A) assure the other person that you empathize with his/her feelings
B) communicate that you are genuinely sorry
C) show that the person can feel safe with you in the future
D) all of the above

Accepted Answer

Making an apology involves all three aspects - assuring the other person that you empathize with their feelings, communicating your genuine remorse, and showing that they can trust you in the future. Therefore, the best choice is D - all of the above.

Question 2

Which of the following is a good way to create a trusting work climate?
A) Encourage people to be independent of their fellow employees
B) Maintain ambiguity in the workplace,as it gives people more challenge
C) Monitor employees closely
D) Provide predictable routines

Accepted Answer

Providing predictable routines creates a sense of stability and consistency in the workplace, which can help to build a trusting work climate. This can give employees a sense of security and help them to feel more comfortable in their roles, which can in turn enhance trust between colleagues and managers. Encouraging people to be independent, maintaining ambiguity, or monitoring employees closely can have the opposite effect and may undermine trust in the workplace.

Question 3

Researcher Julie Norem found that a strategy called "defensive pessimism" is characteristically associated with people who tend to be more anxious than others. "Defensive pessimism" causes these people to _____.
A) harness their anxiety in ways that help them achieve higher performance
B) be paralyzed in the face of anxiety
C) worry less about the details
D) be less prepared than others

Accepted Answer

"Defensive pessimism" is a strategy where people expect the worst-case scenario, which harnesses their anxiety in ways that help them achieve higher performance. They use their anxiety to prepare themselves for the worst possible outcome and come up with plans to overcome it.

Question 4

Depersonalized trust relies on _____.
A) common experience working together
B) understanding shared standard operating procedures
C) strong interpersonal relationships
D) none of the above

Accepted Answer

Depersonalized trust relies on understanding shared standard operating procedures rather than personal relationships or experiences. It is based on the expectation that individuals will follow established rules and procedures.

Question 5

The kind of trust that is developed when there isn't time to engage in the usual forms of trust-building activities is called _____.
A) interpersonal trust
B) boundary-spanning trust
C) intergroup trust
D) swift trust

Accepted Answer

Swift trust is developed in situations where people work together in temporary groups with limited time available for trust-building activities. This type of trust is based on the assumption that others are competent and capable of doing their job. The belief in competence leads to a willingness to trust, which can help the group work effectively together.

Question 6

Which of the following statements about forgiveness are true?
A) Forgiveness is defined as the willingness to get over negative feelings associated with a person who we believe has harmed us.
B) Forgiveness is a "cancellation of debt."
C) People who are willing to forgive others tend to have fewer illnesses.
D) All of the above are true statements.

Accepted Answer

All the statements provided about forgiveness are true. A) accurately describes the emotional aspect of forgiveness, B) metaphorically explains forgiveness as letting go of the need for retribution or compensation, and C) is supported by research showing that forgiveness can lead to better physical and mental health outcomes.

Question 7

For an apology to be viewed as sincere,_____.
A) you should acknowledge that a breach of trust has occurred
B) it should be specific,rather than general
C) you should acknowledge that you have hurt the other person by your actions
D) all of the above

Accepted Answer

All of the choices are important for a sincere apology. Acknowledging a breach of trust, being specific about the mistake, and acknowledging the hurt caused to the other person all contribute to a genuine apology.

Question 8

You are the CEO of a small company. Today,you learned that five of your company's senior executives were killed when their private plane crashed on takeoff. All of the following actions will help your company recover except _____.
A) helping people look for meaning
B) expressing your own emotions
C) communicating to employees the need to get back to work immediately in order to get over the bad emotions quickly
D) reaching out to employees

Accepted Answer

Communicating the need for employees to get back to work immediately in order to get over bad emotions quickly may seem insensitive and unsympathetic to the tragic loss of the senior executives. Instead, it is important to provide support to the employees, help them grieve and cope with the loss, and communicate that the company will take necessary steps to recover from the loss in a respectful and humane manner. Therefore, option C is not the best choice. The other options, such as helping people look for meaning, expressing your own emotions, and reaching out to employees, are appropriate actions that can help the company recover from the loss.

Question 9

The "nun study" found that one factor associated with a decrease in Alzheimer's disease among the nuns who participated in the study is _____.
A) expressing negative emotions openly
B) expressing positive emotions in their writing at a young age
C) evaluating their life situation frequently
D) ignoring outside input

Accepted Answer

The "nun study" found that nuns who expressed positive emotions in their writing at a young age had a decreased risk of developing Alzheimer's disease later in life.

Question 10

An effective apology could include all but one of the following statements. Which one?
A) No harm was done.
B) I'm sorry that I hurt you.
C) It bothers me that I was so insensitive.
D) Here's how I'll try to make it up to you.

Accepted Answer

This statement does not acknowledge any wrongdoing or express regret for the other person's feelings.

Question 11

Researchers Lewicki and Bunker recommend that the "perpetrator" of a broken trust _____.
A) wait to see if the potentially offended person is upset
B) take the first step toward rebuilding trust
C) let the victim approach first
D) assume that no harm is done if none is visible

Accepted Answer

According to Lewicki and Bunker, the best course of action for the perpetrator of a broken trust is to take the first step toward rebuilding trust. Waiting for the victim to approach may prolong the process, and assuming no harm is done is not a productive mindset. Thus, option B is the best choice.

Question 12

Which of the following is not a way to create a trusting work climate?
A) Develop a collective identity
B) Provide clear goals
C) Allow employees to have some control of their work and time
D) Manage employees closely

Accepted Answer

Managing employees closely can actually decrease trust, as it can be seen as micromanaging and not allowing employees to take ownership of their work. The other options all promote trust by promoting a sense of shared identity, providing clear expectations and autonomy, and facilitating open communication.

Question 13

Marvin took credit for his colleague's idea. He is very sorry that he did this,and he wants to apologize to his colleague. What advice would you give him to help him make a sincere apology that is more likely to be accepted by his colleague?
A) Acknowledge that a break of trust has occurred
B) Be general rather than specific about what he did
C) Explain why he did what he did
D) a and c above

Accepted Answer

Marvin should acknowledge that a break of trust has occurred and explain why he did what he did. Being specific about what he did shows that he understands the seriousness of his mistake and is willing to take responsibility for it. Being general can come across as insincere or manipulative. By explaining his motives, Marvin can show that he understands why his actions were wrong and is committed to making things right.

Question 14

People who feel and express positive emotions _____.
A) tend to live longer
B) tend to be more effective at their jobs
C) tend to have more successful careers
D) all of the above

Accepted Answer

Research has shown that people who experience and express positive emotions tend to have better physical health, live longer, perform better at work, and have more successful careers compared to those who do not.

Question 15

Identify the best apology from these choices.
A) I'm sorry that you feel that way.
B) I'm apologizing for the conduct that was alleged I did.
C) I'm sorry that I didn't give you credit for the work you did at our meeting.
D) I'm sorry for whatever I might have done.

Accepted Answer

Option C shows genuine remorse for a specific action and acknowledges the other person's contribution, as opposed to the other choices which either deflect responsibility or do not show accountability for a specific wrongdoing.

Question 16

Which of the following would help you gain a reputation for being trustworthy?
A) Emphasizing image over competence.
B) Promising more than you can deliver.
C) Waiting for people to ask for your help.
D) Being predictable and consistent.

Accepted Answer

Being predictable and consistent in your actions and words over time will demonstrate reliability and credibility, which are key components of trustworthiness. Emphasizing image over competence (A) or promising more than you can deliver (B) will only lead to disappointment and erode trust. Waiting for people to ask for your help (C) may not provide enough opportunities to establish a reputation for trustworthiness.

Question 17

When researcher Robert Ginnett talks about a "shell," he is referring to _____.
A) how a team excludes outsiders
B) the barrier a new member of a team must overcome to be accepted as a member
C) the set of expectations about the roles of members of the team
D) the defense mechanisms of individual team members

Accepted Answer

Robert Ginnett's concept of a "shell" refers to the set of expectations about the roles of members of a team. It is a shared perception of what behaviors are appropriate and expected within the team. It can include norms for communication, decision-making, conflict resolution, and other aspects of the team's functioning.

Question 18

"Swift trust," or trust developed by temporary groups,is based on _____.
A) trust in the system (or "shell")
In which the group does it's work
B) interpersonal trust
C) collective appraisal
D) all of the above

Accepted Answer

Swift trust is primarily based on trust in the system or "shell" in which the group operates, rather than interpersonal trust or collective appraisal.

Question 19

Positive emotions _____.
A) allow people to think more broadly
B) decrease flexibility
C) limit our options
D) none of the above

Accepted Answer

Positive emotions have been found to increase cognitive flexibility, allowing people to think more broadly and creatively. They do not decrease flexibility or limit our options.

Question 20

According to psychiatrist Aaron Lazare,when someone apologizes,_____.
A) it takes the shame off the person hurt by our actions
B) it transfers blame to the person hurt by our actions
C) it neutralizes relationships
D) it allows the person who did something wrong to retain power

Accepted Answer

When someone apologizes, it takes the shame off the person hurt by our actions, as it acknowledges the wrong done and takes responsibility for it. It also helps to heal the relationship between the two parties.

Quiz 3: Building Trust

When you are making an apology,you are trying to _____.

Which of the following is a good way to create a trusting work climate?

Researcher Julie Norem found that a strategy called "defensive pessimism" is characteristically associated with people who tend to be more anxious than others. "Defensive pessimism" causes these people to _____.

Depersonalized trust relies on _____.

The kind of trust that is developed when there isn't time to engage in the usual forms of trust-building activities is called _____.

Which of the following statements about forgiveness are true?

For an apology to be viewed as sincere,_____.

You are the CEO of a small company. Today,you learned that five of your company's senior executives were killed when their private plane crashed on takeoff. All of the following actions will help your company recover except _____.

The "nun study" found that one factor associated with a decrease in Alzheimer's disease among the nuns who participated in the study is _____.

An effective apology could include all but one of the following statements. Which one?

Researchers Lewicki and Bunker recommend that the "perpetrator" of a broken trust _____.

Which of the following is not a way to create a trusting work climate?

Marvin took credit for his colleague's idea. He is very sorry that he did this,and he wants to apologize to his colleague. What advice would you give him to help him make a sincere apology that is more likely to be accepted by his colleague?

People who feel and express positive emotions _____.

Identify the best apology from these choices.

Which of the following would help you gain a reputation for being trustworthy?

When researcher Robert Ginnett talks about a "shell," he is referring to _____.

"Swift trust," or trust developed by temporary groups,is based on _____.

Positive emotions _____.

According to psychiatrist Aaron Lazare,when someone apologizes,_____.