To reduce the situational stress his workers felt, Tom decided to hire a customer relations group. Tom believed this new group could deal firsthand with customer inquiries and therefore reduce the burden his employees currently had of responding to customers. Is this a good idea or a bad idea? Why?
A) This is a good idea, it will eliminate stress.
B) This is a bad idea, it increases the number of feedback channels.
C) This is a bad idea, it promotes filtered communication.
D) This is a good idea, it promotes one contact for the customer.
Answer: c
SSM
- Disadvantage(s) to using reciprocity are (1) considerable time required to build trust, (2) engenders resentment, and (3) encourages people to feel the terms of assignments are open for negotiation. Which statements are correct?
- Your boss asks, "I've talked to others in your group and they have agreed to work this weekend. Can I count on you?" To offset this influence, what should you say?
- Strategy(ies) that neutralize reciprocity strategies include (1) confront the exploiting individual directly, (2) examine the intent of any favor-giving activity, and (3) confront the individual who is using manipulative bargaining tactics. Which statements are correct?
- What is included in strategies that neutralize retribution?
- If you are trying to influence the agenda of your boss, which influence strategy is most appropriate?
- A co-worker tells you that an effective strategy for capturing managers' attention is to make it clear the issue can be resolved. Is this good advice?
- If you increased your influence with your boss by drawing her attention to problems that concern you, what have you done?
- Disadvantage(s) to using reciprocity are (1) considerable time required to build trust, (2) engenders resentment, and (3) encourages people to feel the terms of assignments are open for negotiation. Which statements are correct?
- One should use reason when (1) adequate time for extensive discussion exists, (2) parties share mutual respect and credibility, and (3) needs are specific and short term. Which statements are correct?
- One should use reciprocity when (1) there is sufficient time to reach satisfactory agreements, (2) no other alternatives exist, and (3) quality and innovation are not important. Which statements are correct?
- The strength of one's personal powers would impact which influence strategy the most?
- A friend came to you and stated, "I am flunking my management class. I need to pass or I won't graduate. Will you please help me?" Your friend is using which influence strategy?
- Which influence strategy respects the rights of others, honors the concept of fairness, and attempts to strengthen the ongoing relationships between parties?
- Management is looking for someone to work the holidays. You believe that management would think better of you if you worked the holidays. If you work the holidays, which influence strategy was utilized?
- You are buying a house. The seller recently lowered the asking price, but the price is still higher than your initial offer. The broker states, "The seller lowered his price, and I think you should raise your offer." What type of influence strategy is being utilized?
- You have received a letter from North American Family Publishers sweepstakes with pictures of Dick McMahon and Ed Clark that states, "You are our newest $10 million winner! However, you must act in 24 hours by buying numerous magazine subscriptions to secure your prize." You read further to find the fine print that says, "Only if you have the winning number." What influence strategy is being utilized?
- If you use the influence strategy that helps others to see why they should do what you say, which influence strategy are you using?
- If you use an influence strategy that makes others want to do what you say, which influence strategy are you using?
- Your boss is discussing power and influence and states, "Power is a necessary precondition for influence." Should you agree or disagree?
- If you want to increase the relevance of your job to the organization, what should you do?
- What does relevance as a power base refer to?
- You are graduating this summer and are seeking an influential position. Your major is finance. Which job should you choose to maximize your relevant power?
- In a company that sells golf clubs, a job in which department has more relevance power?
- You have a desire to move up in the company. You have been offered two positions. One position is more people oriented and the other position is more task oriented. Which position should you take?
- What is included in ways to gain visibility?