Deck 3: Building Trust

Question 1

Trust involves all of the following except _____.

A) uncertainty
B) creativity
C) risk
D) perception

Answer 1

B

Question 2

Trusting too little can cause us to _____.

A) take unnecessary risks
B) ignore our own judgment
C) engage in costly monitoring activities to ensure compliance
D) none of the above

Answer 2

C

Question 3

Trusting too much in another person can cause us to _____.

A) ignore our own judgment
B) rely on our own judgment too much
C) minimize our dependence on others
D) become defensive

Answer 3

A

Question 4

Researchers have concluded that managers who inspire trust are more likely to____.

A) get more challenging job assignments
B) build stronger networks
C) get promoted more often
D) all of the above

Question 5

Trust is necessary in situations _____.

A) where we have complete information about another person's intentions
B) where we have incomplete information about another person's intentions
C) where the other person can't hurt us
D) when there is no time pressure

Question 6

According to psychiatrist John Bowlby,our propensity to trust is rooted in _____.

A) our early childhood experiences
B) whether we developed "a secure base"
C) both a and b
D) none of the above

Question 7

According to Professor Linda Hill,what are direct reports primarily looking for when they get a new manager?

A) technical competence
B) whether the boss is trustworthy
C) a good sense of humor
D) ways to get promoted

Question 8

Which of the following are ways of building interpersonal trust?

A) Be competent at what you do.
B) Be predictable and consistent.
C) Provide unsolicited help.
D) All of the above are ways of building interpersonal trust.

Question 9

Parental behaviors that are most likely to cause a child to have low trust in himself or herself are _____.

A) alternating between loving and distant
B) low self-monitoring
C) education-focused rather than learning-focused
D) none of the above

Question 10

Trust can be a competitive advantage that provides economic value for an organization for several reasons. Which of the following is not one of those reasons?

A) Relationships built on trust are hard to copy because they take a long time to develop.
B) Employees in trusting relationships are more likely to stay with the organization.
C) Employees in trusting relationships are less likely to be absent from work.
D) All of the above are reasons that trust is a competitive advantage.

Question 11

Which of the following is not a characteristic that we look for to determine whether our bosses are likely to be trustworthy?

A) fairness
B) consistency
C) reliability
D) an outgoing personality

Question 12

The effect of a self-fulfilling prophecy is that _____.

A) we see new information more accurately
B) we look for information that confirms our prior perceptions
C) we are more likely to see information that disconfirms our prior perceptions
D) we look for information that is most negative

Question 13

According to researcher Linda Hill (who studied how new managers succeed on the job),a common flaw for new managers is _____.

A) To concentrate too much on forming interpersonal relationships with their subordinates
B) to spend too much time with their bosses
C) to concentrate on demonstrating their technical competence
D) to focus on building trust

Question 14

All of the following are indicators that people use to determine trustworthiness except _____.

A) competence
B) consistency
C) collusion
D) communication

Question 15

Managers who earn the trust of their employees are more likely to help their organizations survive crises because they ______.

A) are more likely to receive undistorted information
B) are able to have decentralized decision-making that enable employees to respond quickly to crises
C) encourage collaboration within and across organizations affected by the crisis
D) all of the above

Question 16

Lee's and Chris's parents and grandparents were loving toward them when they were children. They could depend on their parents to respond to them in a dependable and predictable way. According to psychiatrist John Bowlby,Lee and Chris are more likely to _______.

A) have a secure base
B) have trust in themselves and others
C) confidently take the risks involved in trusting others
D) all of the above (Applied,Difficult)

Question 17

We base our perceptions of another person's trustworthiness on several factors. Which of the following is not one of those factors?

A) the person's reputation
B) our prior experience with the person
C) the groups that the person belongs to
D) all of the above influence our perceptions of another person's trustworthiness

Question 18

Trust is most important in which of the following situations?

A) uncertainty and high risk
B) certainty and risk
C) favorable outcomes and certainty
D) when we have a lot of information about a situation or person

Question 19

Researchers have concluded that members of low-trust groups are _____.

A) more likely to engage in self-protecting behavior
B) more likely to take more risks
C) more likely to accept others' ideas
D) better able to deal with uncertainty

Question 20

Trust is most important when _____.

A) uncertainty is high
B) uncertainty is moderate
C) uncertainty is low
D) None of the above,uncertainty has nothing to do with trust.

Question 21

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

Question 22

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

Question 23

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

Question 24

Depersonalized trust relies on _____.

A) common experience working together
B) understanding shared standard operating procedures
C) strong interpersonal relationships
D) none of the above

Question 25

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

Question 26

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.

Question 27

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

Question 28

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

Question 29

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

Question 30

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.

Question 31

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

Question 32

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

Question 33

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

Question 34

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

Question 35

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.

Question 36

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.

Question 37

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

Question 38

"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

Question 39

Positive emotions _____.

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

Question 40

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

Question 41

Researcher Williams found that people are more likely to believe that someone is trustworthy and cooperate with them when they share similar group memberships.

Question 42

Acting consistent and predictable is one way in which managers gain the trust of employees.

Question 43

Research shows that airplane cockpit crews rely more on the "shell" provided by their respective roles for trust than they do on interpersonal relationships.

Question 44

Describe at least six reasons that managers who build trust have a competitive advantage over those who don't build trust.

Question 45

When we trust someone,we assume that the benefits of our relationship with them will outweigh any costs to us.

Question 46

Someone who grows up in a loving environment is less likely to give his or her manager bad news in a difficult situation.

Question 47

Three characteristics people use to assess a person's trustworthiness are competence,caring,and consistency.

Question 48

Researcher Robinson explains that we tend to look for and focus on information that confirms our prior perceptions of a person's trustworthiness and ignore or minimize information that disconfirms our prior perceptions.

Question 49

Teams that have a 1:1 ratio of positive to negative interactions tend to be more successful than teams that have a 6:1 ratio of positive to negative interactions.

Question 50

Explain the roles of uncertainty,risk,and perceptions in establishing trustful relationships.

Question 51

According to Fredrickson,negative emotions narrow our ability to think and act in complex ways.

Question 52

"I'm sorry you can't see things my way," is an example of an effective apology.

Question 53

People in trusting relationships tend to exhibit increased emotional stability,self-control,creativity,as well as less stress and defensiveness.

Question 54

According to the research cited in the textbook,if we have a prior perception of one of our direct reports as being a poor performer,we are more likely to notice when they perform well than when they perform poorly.

Question 55

People who feel positive emotions are more likely to _____.

A) tend to prefer easy decisions
B) think more narrowly and emphasize their own positions
C) think more broadly and build on others' ideas
D) none of the above

Question 56

Describe the characteristics that employees are likely to look for when they are deciding whether to trust you or not.