HCL 1204 Leadership Development UNIT 3 TEST

Question 1

The #1 reason that professionals voluntarily leave their job is

Accepted Answer

A bad relationship with their boss

Question 2

Which statement below is not true about "Incivility and Rudeness"?

Accepted Answer

Is generally acceptable in the workplace

Question 3

The most fundamental principle of WIIFM: (What’s in it for me) is:

Accepted Answer

People are motivated by self-interest

Question 4

In Thomas-Killman’s Conflict Model, the style of conflict with the outcome of “I win, you win” is:

Accepted Answer

Collaborating

Question 5

Differences between Managers and Leaders:“The manager relies on control; the leader inspires trust.”

Accepted Answer

True

Question 6

Service that goes beyond fulfilling customer expectations, and is done in a creative, unexpected way is known as

Accepted Answer

Wow Factor

Question 7

Customer Satisfaction Skills: Which statement is not true about a "MOMENT OF TRUTH (MOT)"?

Accepted Answer

You always get a second chance to make a first impression

Question 8

In Thomas-Killman’s Conflict Model, the style of conflict with the outcome of ”I lose, you lose” is:

Accepted Answer

Avoiding

Question 9

The required skills of Supervisors and Managers (top management, middle management and supervisor) are in these 3 areas:

Accepted Answer

Conceptual, Human, Technical

Question 10

Consistently allowing others to have their way, avoiding conflict is known as

Accepted Answer

Passive behaviour

Question 11

Being passive means ”not acting to influence or change a situation; allowing other people to be in control”

Accepted Answer

True

Question 12

Attacking or ignoring others' opinions in favour of their own would be categorized as a _____________ behaviour.

Accepted Answer

aggressive

Question 13

It is recommended to use fear of losing one's job as a motivating factor as it is fast and effective.

Accepted Answer

False

Question 14

Being assertive includes: verbal intimidation, invading someone’s personal space, and interrupting/talking over someone.

Accepted Answer

False

Question 15

Differences between Managers and Leaders:“The manager focuses on systems and structure; the leader focuses on people”.

Accepted Answer

True

Question 16

“Conferring with another person to resolve a problem, creating a solution that is fair to all involved parties” is

Accepted Answer

Negotiation

Question 17

The 2 types of motivation are:

Accepted Answer

Intrinsic and extrinsic

Question 18

In Thomas-Killman’s Conflict Model, the style of conflict with the outcome of “you win, I lose” is:

Accepted Answer

Accommodating

Question 19

A sense of accomplishment is an example of an extrinsic motivational factor.

Accepted Answer

False

Question 20

Differences between Managers and Leaders:“The manager is an original ; the leader is copy.”

Accepted Answer

False

Question 21

Money and rewards are examples of extrinsic motivational factors.

Accepted Answer

True

Question 22

A team leader practices participative leadership where authority is shared among group members.

Accepted Answer

True

Questions 22