Johanna Godfrey works as a guest relations executive at a five star deluxe hotel in Washington. ...

Johanna Godfrey works as a guest relations executive at a five star deluxe hotel in Washington. During the course of her job, she needs to greet and smile at guests irrespective of her state of mind.
 
  In addition, when any guest faces problems, she needs to be calm and composed and help resolve issues. This shows that Johanna's job requires ________.
  A) emotional labor
  B) cognitive dissonance
  C) self-concordance
  D) positivity offset
  E) social loafing

Question 2

Which of the following is a subtle form of sexual harassment?
 
  A) requesting repeatedly for a date when the other person is clearly disinterested
  B) forcing someone to accept a sexual proposition
  C) making jokes with sexual overtones
  D) engaging in unwanted physical touching
  E) forcing someone to provide sexual favors in return for a promotion

Question 3

After the training and development manager at Add Worth, Nicole Hayes, resigned, the CEO has made it a priority that the position be filled soon by someone of equal expertise and experience as Nicole.
 
  To locate the right candidate, Jennifer Ray, the HR manager, has been contacting recruitment firms, checking job sites, and pushing for referrals from the employees. However, she has only found candidates with little or no experience in the field who were willing to work full time for the position. At the next meeting with the CEO, Jennifer proposes an alternative strategy; she suggests hiring two experienced candidates who are open to the idea of handling the training needs on a part-time basis as a team. The CEO listens to her proposal but is not too convinced by it. Which of the following, if true, would strengthen Jennifer's proposal to use job sharing for the vacant position?
  A) Trainers are exempted from the requirement of being at the office throughout the common core period of the workday.
  B) The employees of the company on the work council have planned to demand the flextime option.
  C) A good proportion of the company's prized workforce comprises employees from the baby boomer generation who are set to retire in the impending future.
  D) The headhunting firms that Jennifer contacted are usually helpful in generating a good pool of potential candidates.
  E) A rival firm recently adopted telecommuting to reduce administrative costs cutting into its bottom line.

Question 4

The team effectiveness model classifies the key components of effective teams into three general categories: context, composition, and process. Which of the following variables belongs to the composition category?
 
  A) adequate resources
  B) conflict level
  C) team efficacy
  D) performance evaluation system
  E) personality of team members

Question 5

The CEO of Xenon Solutions recently cancelled numerous leave requests and asked several employees to put in extra days of work as the company was slated to meet several deadlines in the immediate future.
 
  In addition, he also assured that those who work this extra bit will be given their due leaves and additional incentives once the time crisis had passed. Following this announcement, Joan and Shane were overheard speaking in the cafeteria. Shane was resentful that his holiday plans were disrupted, and he was sure that the management would ultimately not provide any of the leaves and incentives it promised. Joan, however, said that she was sure that their CEO had a valid reason behind making such a request and that if they put in the extra effort, they would be rewarded suitably. From the information provided in the scenario, which of the following statements can be inferred?
  A) Shane has a high degree of empathy.
  B) The leader-member relations between Shane and the CEO are the same as that between Joan and the CEO.
  C) Joan has a high degree of trust propensity.
  D) Shane has a high degree of identification-based trust in the CEO.
  E) Shane is one of the members of the CEO's ingroups.

Question 6

Which of the following is an overt form of sexual harassment?
 
  A) being too friendly
  B) pinups posted in the workplace
  C) off-color jokes
  D) unwanted physical touching
  E) unwanted looks or comments

Question 7

With reference to the team effectiveness model, which of the following is one of the key components of an effective team, included under the category of contextual factors?
 
  A) team efficacy
  B) climate of trust
  C) common purpose
  D) social loafing
  E) specific goals

Question 8

Which of the following dimensions of trust is defined as an individual's technical and interpersonal knowledge and skills?
 
  A) integrity
  B) ability
  C) propensity
  D) reflexivity
  E) complexity