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Marketing Ch 10
| Question | Answer |
|---|---|
| When handling conflict this interpersonal skill called maintaining ______ is especially useful for success in dealing with customer | selfcontrol |
| employment laws forbid discrimination due to gender, age, religion, or national origin. This expectation falls under what category? | equity |
| what do employees do when preparing for many different tasks on the job | Cross-train |
| when team members meet together to give feedback to each other, what are they demonstrating? | Shared leadership |
| Keith designs robots used in manufacturing. His colleagues value his ability to come up with new way to present products. What trait does he possess? | creativity |
| Margaret is well-known for her excellent ideas as a fashion designer and for her ability to defend her ideas confidently. Her behavior would be described as _____. | assertive |
| when you receive a customer's complaint, you should be empathetic, but your actions in dealing with the complaint should conform with your company's ____. | procedure |
| being accountable for one's actions and following through are examples of the personal trait called ____ | responsibility |
| good leaders understand people and social systems and are able to ____ others to work together | motivate |
| Brian easily accepts new assignments at his job and adjusts to construction criticism. He is a valuable employee because he is _____. | flexible |
| The team that works in the mktg dept. receives cross-training for several skills, which also give the team ____ to adapt to new challenges. | flexibility |
| Is an essential personal skill that involves setting goals and deadlines and ranking tasks. | Time management |
| A team's ____ must be consistent with its goals. | agreement |
| Jackson is a manager at a local theater. Whenever an employee has a work-related problem, he treat him with respect. He is skilled at fostering the employees' ____. | Self-esteem |
| an active process with attention focused on the speaker | listening |
| able to defend one's beliefs, rights, and ideas | assertive |
| understanding of a person's situation or frame of mind | empathy |
| basic values and moral principles that guide behavior | ethics |
| working with parties to find resolution to a conflict | negotiation |
| effort made by a group working toward the common good | teamwork |
| decision reached by a group after discussion | consensus |
| regular exercise, balanced diet, enough sleep | stress relief |
| a person's perception of his or her worth or value as a person | self-esteem |
| Companies can help prevent ___ by creating a healthy atmosphere in which everyone is accepted | conflict |
| /___ behavior includes telling the truth, maintaining confidentiality, and not spreading rumors. | honest |
| According to the textbook, ___ is NOT becoming increasingly important in business | Goal-setting |
| A team leader DOES NOT first assign ____ for each team member before the team can begin to work together. | roles |
Created by:
apeake
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