Chapter 001 Human Relations: a Background
True / False Questions
1. The skill or ability to work effectively through and with other people is called human
relations.
True False
2. Good human relations skills are not a requirement for someone who is an outstanding
performer.
True False
3. Cara has been employed for 3 years at the Dalton Department Store as a sales associate in
the women's clothing department. Thus, Cara is an internal customer of the Dalton
Department Store.
True False
4. The two sets of behaviors now considered the most important for new job applicants are
communication skills and human relations.
True False
5. The ability to work with people is not essential in e-commerce as there is no face-to-face
interaction with the customers.
True False
6. Dual career families have now become quite common.
True False
7. Generation Y is characterized by middle-aged adults who find themselves pressed for time
and finances to support their own children along with their aging parents and parents-in-law.
True False
1-1
Chapter 001 Human Relations: a Background
8. Human relations is just common sense.
True False
9. The study of human relations has two goals for a manager: making people do what you
want them to do and generating profits for the organization.
True False
10. In the workplace, the key to top performance and high-quality work is healthy selfesteem.
True False
11. If your feeling of confidence and worth as a person is low, you will have little energy left
for cultivating mutual respect.
True False
12. Self-disclosure is the knowledge of how you are being perceived by others.
True False
13. Self-awareness allows individuals to know what in their own behavior is being perceived
as real by other people.
True False
14. Self-disclosure promotes genuineness and closeness in your relationships with other
people.
True False
1-2
Chapter 001 Human Relations: a Background
15. Part of communication ability is based on listening levels, which include listening for
feelings and emotions as well as for objective content.
True False
16. Group dynamics is defined as the positive consideration or regard that two people have for
each other.
True False
17. "The Philosophy of Manufacturers" written by Robert Owen in 1835, suggested that
workers should have medical help, hot tea on a regular basis, good ventilation, and even sick
leave.
True False
18. According to Max Weber, human relations problems are caused by favoritism, nepotism,
and other unfair practices.
True False
19. Max Weber is known as the pioneer of scientific management.
True False
20. The scientific management approach contained two major features: careful hiring and indepth training.
True False
21. Frederick Taylor is universally criticized as someone who cared more about the needs of
workers than about production.
True False
1-3
Chapter 001 Human Relations: a Background
22. One of Taylor's best-known victories was the invention of the optimum shovel – a shovel
that was exactly the right size and weight for each worker's physical attributes.
True False
23. Mary Parker Follett was of the view that workers should be allowed involvement in
decisions that affect them.
True False
24. An informal organization is made up of the ever-changing set or relationships and
interactions that are not formally put together; they form naturally in the workplace.
True False
25. The most important improvement Elton Mayo brought was that managers began to
understand the complex needs of workers instead of seeing them mostly as people who need
wages.
True False
26. Theory X managers see workers as, "Happy to work, able to assume responsibility, and
overall quite creative".
True False
27. Congress passed the Wagner Act in 1935, which prohibited all acts of discrimination by
the management.
True False
28. During World War II, scarcity of jobs made many employers feel that they could "fire the
problems and hire the solutions."
True False
1-4
Chapter 001 Human Relations: a Background
29. Transaction analysis is a method of understanding interpersonal communication.
True False
30. TQM emphasized that the final product is more important than the process of creating that
product.
True False
Multiple Choice Questions
31. Which of the following statements about human relations is true?
A. Human relations is about making people do what you want them to do.
B. Human relations is secondary for an outstanding performer.
C. Human relations includes a desire to understand others.
D. Human relations is not important in businesses where there is minimal face-to-face contact.
32. Which of the following can be classified as internal customers?
A. Competitors
B. Traditional customers
C. Department employees
D. Online customers
33. According to the text, which of the following is a likely reason for a widespread antiAmerican sentiment in the global marketplace?
A. Americans appear to use poor human relations skills while engaging in business with other
cultures.
B. Americans emphasize the product more than the human relations process in the workplace.
C. There are higher incidences of discrimination in the American organizations compared to
organizations from other countries.
D. American organizations don't allow the employees to "do their own thing" and instead
emphasize on collective decision making.
1-5
Chapter 001 Human Relations: a Background
34. The study of human relations becomes important because:
A. it emphasizes the knowledge of computer and technology.
B. it reduces diversity in the workplace.
C. of its renewed emphasis on working groups.
D. of the scarcity of jobs due to global recession.
35. Millennials are the generation of Americans born:
A. between 1965 and 1980.
B. during the years 1946 to 1964.
C. from 2005 onwards.
D. after 1980.
36. Which of the following is a problem faced by Generation Y's in the job market?
A. Lack of suitable job opportunities due to higher cost of education.
B. Finding good family-wage jobs are hard to come by and advancement is very difficult.
C. Poor human relations skills with subordinates because many of these middle managers
were so-called "hippies" in the past.
D. Difficulty in managing their time and money because of the increased pressure of caring
for their elderly parents as well as their young children.
37. The generation of Americans born between 1965 and 1980 are called:
A. Generation X.
B. Generation Y.
C. Generation Z.
D. baby boomers.
1-6
Chapter 001 Human Relations: a Background
38. Which of the following statements about increased competition in the workplace is true?
A. Lower labor costs and a nationwide desire to compete have allowed EU countries to lead
much of the world economy.
B. Competitiveness has yet to reach rural areas where small businesses still don't feel
pressure.
C. Due to increased competition, having a college degree is no longer a ticket to a meaningful
career.
D. Asian countries will continue to be market leaders in their competition with the African
countries.
39. How has the dual-career requirement affected the workplace environment?
A. Dual-career couples face more difficulties in getting higher paid family-wage jobs than
single-parent or unmarried job seekers.
B. Additional financial pressures and the time needed for the everyday realities of child
rearing causes workplace stress and difficulties for everyone involved.
C. Dual-career couples typically go through a period of emotional recovery, during which
many emotional issues can form.
D. Because of the increased stress, most dual-career couples have strained relationships with
co-workers, bosses and fellow employees.
40. Which generational group is also known as the "sandwich generation"?
A. Generation X
B. Silent generation
C. Baby boomer
D. Generation Y
41. Which of the following is NOT a characteristic of human relations?
A. Being honest.
B. Being yourself at your very best.
C. Human relations needs to be developed throughout one's life.
D. Human relations is just common sense.
1-7
Chapter 001 Human Relations: a Background
42. The study of human relations has two goals: personal development and growth, and
A. manipulation of human behavior.
B. achievement of an organization's objectives.
C. quick fixes for personal problems.
D. a cure-all for organizational problems.
43. Which of the following statements best describe self-esteem?
A. It is a feeling of confidence and worth as a person.
B. The positive consideration that two people have for each other.
C. Knowledge of how you are being perceived by others.
D. A process of letting other people know what you are really thinking and feeling.
44. What is the importance of healthy self-esteem in the workplace?
A. It is at the core of most strategic issues in the organizations.
B. It is a key to getting high paying family-wage jobs.
C. It is significantly important for individuals working as islands of expertise.
D. It is a key to top performance and high-quality work.
45. Mutual respect:
A. is the knowledge of how you are being perceived by others.
B. can exist only when your self-esteem is stable.
C. is the process of letting other people know what you are really thinking and feeling.
D. allows individuals to know what in their own behavior is being perceived as real by other
people.
46. Who said the following about self-awareness: "Until we take how we see ourselves and
others into account, we will be unable to understand how others see and feel about themselves
and their world?"
A. Peter Drucker
B. Douglas McGregor
C. Stephen Covey
D. Jack Welch
1-8
Chapter 001 Human Relations: a Background
47. Why is the understanding of group dynamics a cornerstone in the study of human
relations?
A. Because it is related to a variety of mental health issues, including alcoholism, anxiety, and
depression.
B. Because it involves punishment or a reward for a job well done which gets people to do
their tasks efficiently.
C. Because it gives you the power to make people do what you want them to do regardless of
their choice.
D. Because nearly everything that people value in life can be achieved only through groups.
48. Which management expert was of the opinion that management is about human beings; its
task is to make people capable of joint performance, to make their strengths effective and
their weaknesses irrelevant?
A. Stephen Covey
B. Abraham Maslow
C. Peter Drucker
D. Eric Bern
49. In 1869, which of the following organizations denounced the bad working conditions and
unfair treatment in many workplaces of the time?
A. Mechanics Union
B. American Federation of Labor
C. Congress of Industrial Organizations
D. Knights of Labor
50. How did Robert Owen influence the industrialists in early 19th century?
A. By coming up with an idea that treating workers better would actually increase
productivity and, thus, profits.
B. By publishing a book called "The Philosophy of Manufacturers."
C. By recognizing the importance of careful hiring and in-depth training to increase workers'
productivity.
D. By conducting the Hawthorne experiment.
1-9
Chapter 001 Human Relations: a Background
51. Which of the following reforms was introduced by Robert Owen?
A. Building company towns where workers would live in company houses.
B. Suggesting that workers should have medical help, hot tea on a regular basis, good
ventilation, and even sick leave.
C. Stopping employment of young children in his factory.
D. Reducing motions involved in bricklaying to five by inventing labor saving devices and
changing workers' routine.
52. Which of the following books was published by Andrew Ure in 1835?
A. "Don't Hug Your Blueprints"
B. "The Protestant Ethic and the Spirit of Capitalism"
C. "The New Realities"
D. "The Philosophy of Manufacturers"
53. Which of the following reform was suggested by Andrew Ure?
A. The work of the people in an organization should be done in an orderly way, with only one
supervisor to whom each worker must answer.
B. Workers should have medical help, hot tea on a regular basis, good ventilation, and even
sick leave.
C. Identify "one best way" to perform a task to increase the productivity and profit.
D. Managers should carefully select and train workers for specific tasks.
54. Which era was marked by labor unions gaining power in the US?
A. World War I
B. World War II
C. The Great Depression
D. The Industrial Revolution
55. Which model did Max Weber come up with to deal with favoritism and nepotism?
A. Scientific Management
B. Time and Motion Study
C. Bureaucracy
D. The Hawthorne Experiment
1-10
Chapter 001 Human Relations: a Background
56. How did the bureaucracy model help in reducing favoritism and other unfair practices?
A. By assigning specific duties and responsibilities only on the basis of talent and ability.
B. By assigning multiple supervisors to whom each worker must answer.
C. By advocating careful selection and in-depth training of workers to motivate them.
D. By implementing importance of standard work days, relaxed and regular lunch breaks, and
periodic rest periods.
57. How did Taylor's optimum shovel increase the productivity at an Eastern steel mill
immediately?
A. It allowed maximum work without the need for frequent rest periods.
B. It reduced the motions involved from eighteen to five.
C. It significantly reduced the amount of time patients had to spend on the surgical table.
D. By using a single shovel for shoveling coal into the large smelters and loading cinders into
waste containers.
58. Which human relations movement pioneer suggested that workers should be allowed to be
involved in decisions affecting them?
A. Lillian Gilbreth
B. Robert Owen
C. Mary Parker Follett
D. Max Weber
59. What did Elton Mayo discover from the Hawthorne Experiment?
A. Strong bureaucracy in the organization would make up for one worker's lack of motivation
and thus the productivity would remain high.
B. Workers performed better because someone was paying attention to them which was more
than what they were accustomed to receiving at work.
C. Managers treated workers well because they knew that the workers would be hard to
replace due to scarcity of labor.
D. Workers' productivity increased because they used the optimum shovel which allowed
them to work the whole day without taking too many breaks.
1-11
Chapter 001 Human Relations: a Background
60. Which of the following principles is a cornerstone of TQM?
A. Inflexible, static rules are potentially harmful to maintaining a productive workforce.
B. Place significant emphasis on the rights and needs of the individual person.
C. Treat workers as happy to work, able to assume responsibility, and overall quite creative.
D. Process of whatever happens in an organization is more important than the product.
Fill in the Blank Questions
61. _____ is the skill or ability to work effectively through and with other people.
________________________________________
62. Two decades ago, many forecasters predicted that by this time in history, strong _____
would be the number one factor in the workplace.
________________________________________
63. A(n) _____ is someone who organizes and assumes the risks of beginning a business
enterprise.
________________________________________
64. _____ is the generation of Americans born between 1965 and 1980, following the baby
boomers who were born during the years 1946 to 1964.
________________________________________
65. Middle-aged adults with elderly dependent parents and dependent children who find
themselves squeezed for time and finances are often referred to as the "____" generation.
________________________________________
1-12
Chapter 001 Human Relations: a Background
66. People who think that human relations skills are unnecessary argue that "_____ will carry
you through."
________________________________________
67. _____ is your feeling of confidence and worth as a person.
________________________________________
68. _____ allows individuals to know what in their own behavior is being perceived as real by
other people.
________________________________________
69. _____ is the process of sending ideas, thoughts, and feelings, and having them received in
the way you intended.
________________________________________
70. Understanding _____ —the ways in which groups operate— is a cornerstone in the study
of human relations.
________________________________________
71. The_____, founded in 1869, denounced the bad working conditions and unfair treatment
in many workplaces of the time.
________________________________________
72. _____ was the first person to write a detailed study of manufacturers and their
management processes.
________________________________________
1-13
Chapter 001 Human Relations: a Background
73. In Weber's model, called _____, each person had specific duties and responsibilities that
were to be assigned on the basis of ability and talent only.
________________________________________
74. In the early years of the twentieth century, Frederick Taylor and others began a movement
called _____.
________________________________________
75. One of Frederick Taylor's best-known victories was the invention of the _____, a step that
made scientific management very popular.
________________________________________
76. In her later life, _____ became known as "The First Lady of Management."
________________________________________
77. Elton Mayo found that the relationships that had formed naturally in the workplace made
up what he called the _____.
________________________________________
78. Congress passed the _____ in 1935, giving unions and union members more rights than
they had enjoyed before.
________________________________________
79. _____ introduced the concepts of Theories X and Y.
________________________________________
1-14
Chapter 001 Human Relations: a Background
80. According to the _____ concept, the process of whatever happens in an organization is
more important than the product.
________________________________________
Short Answer Questions
81. What are the aspects included in human relations?
82. Why is human rights considered an important reason for studying human relations?
83. Why are human relations skills important for a manager?
1-15
Chapter 001 Human Relations: a Background
84. How have single parent families and divorces affected the workplace?
85. People who think that human relations are an unnecessary skill believe that "common
sense will carry you through." Is this viewpoint correct?
86. Why is self-esteem at the core of most issues in human relations?
87. Describe the importance of the communication process in organizations.
1-16
Chapter 001 Human Relations: a Background
88. Why is group dynamics a corner stone in the study of human relations?
89. Describe company towns.
90. Why did Max Weber develop the bureaucracy model?
91. What is Frederick Taylor best known for?
1-17
Chapter 001 Human Relations: a Background
92. Describe the two major features of Taylor's approach.
93. How did Taylor's "optimum shovel" increase the productivity of the steel mill?
94. What were the Gilbreths best known for?
95. What are the three concepts that Mary Parker Follett advocated?
1-18
Chapter 001 Human Relations: a Background
96. Describe two important discoveries that came from the Hawthorne Experiment.
97. How did the workers' condition temporarily improve during the World War II?
98. Differentiate between Theory X and Theory Y managers.
99. What were the major changes brought about in human relations during the 1960s?
1-19
Chapter 001 Human Relations: a Background
100. Write a short note on Total Quality Management (TQM).
1-20
Chapter 001 Human Relations: a Background Key
True / False Questions
1. (p. 4) The skill or ability to work effectively through and with other people is called human
relations.
TRUE
2. (p. 4) Good human relations skills are not a requirement for someone who is an outstanding
performer.
FALSE
3. (p. 4) Cara has been employed for 3 years at the Dalton Department Store as a sales associate
in the women's clothing department. Thus, Cara is an internal customer of the Dalton
Department Store.
TRUE
4. (p. 5) The two sets of behaviors now considered the most important for new job applicants
are communication skills and human relations.
TRUE
5. (p. 6) The ability to work with people is not essential in e-commerce as there is no face-toface interaction with the customers.
FALSE
6. (p. 7) Dual career families have now become quite common.
TRUE
7. (p. 8) Generation Y is characterized by middle-aged adults who find themselves pressed for
time and finances to support their own children along with their aging parents and parents-inlaw.
FALSE
1-21
Chapter 001 Human Relations: a Background Key
8. (p. 8) Human relations is just common sense.
FALSE
9. (p. 9) The study of human relations has two goals for a manager: making people do what you
want them to do and generating profits for the organization.
FALSE
10. (p. 9) In the workplace, the key to top performance and high-quality work is healthy selfesteem.
TRUE
11. (p. 10) If your feeling of confidence and worth as a person is low, you will have little energy
left for cultivating mutual respect.
TRUE
12. (p. 10) Self-disclosure is the knowledge of how you are being perceived by others.
FALSE
13. (p. 10) Self-awareness allows individuals to know what in their own behavior is being
perceived as real by other people.
TRUE
14. (p. 10) Self-disclosure promotes genuineness and closeness in your relationships with other
people.
TRUE
1-22
Chapter 001 Human Relations: a Background Key
15. (p. 10) Part of communication ability is based on listening levels, which include listening for
feelings and emotions as well as for objective content.
TRUE
16. (p. 11) Group dynamics is defined as the positive consideration or regard that two people
have for each other.
FALSE
17. (p. 12) "The Philosophy of Manufacturers" written by Robert Owen in 1835, suggested that
workers should have medical help, hot tea on a regular basis, good ventilation, and even sick
leave.
FALSE
18. (p. 14) According to Max Weber, human relations problems are caused by favoritism,
nepotism, and other unfair practices.
TRUE
19. (p. 14) Max Weber is known as the pioneer of scientific management.
FALSE
20. (p. 14) The scientific management approach contained two major features: careful hiring and
in-depth training.
TRUE
21. (p. 14) Frederick Taylor is universally criticized as someone who cared more about the
needs of workers than about production.
FALSE
1-23
Chapter 001 Human Relations: a Background Key
22. (p. 15) One of Taylor's best-known victories was the invention of the optimum shovel – a
shovel that was exactly the right size and weight for each worker's physical attributes.
FALSE
23. (p. 16) Mary Parker Follett was of the view that workers should be allowed involvement in
decisions that affect them.
TRUE
24. (p. 17) An informal organization is made up of the ever-changing set or relationships and
interactions that are not formally put together; they form naturally in the workplace.
TRUE
25. (p. 18) The most important improvement Elton Mayo brought was that managers began to
understand the complex needs of workers instead of seeing them mostly as people who need
wages.
TRUE
26. (p. 18) Theory X managers see workers as, "Happy to work, able to assume responsibility,
and overall quite creative".
FALSE
27. (p. 18) Congress passed the Wagner Act in 1935, which prohibited all acts of discrimination
by the management.
FALSE
28. (p. 18) During World War II, scarcity of jobs made many employers feel that they could
"fire the problems and hire the solutions."
FALSE
1-24
Chapter 001 Human Relations: a Background Key
29. (p. 19) Transaction analysis is a method of understanding interpersonal communication.
TRUE
30. (p. 19) TQM emphasized that the final product is more important than the process of
creating that product.
FALSE
Multiple Choice Questions
31. (p. 4) Which of the following statements about human relations is true?
A. Human relations is about making people do what you want them to do.
B. Human relations is secondary for an outstanding performer.
C. Human relations includes a desire to understand others.
D. Human relations is not important in businesses where there is minimal face-to-face contact.
32. (p. 4) Which of the following can be classified as internal customers?
A. Competitors
B. Traditional customers
C. Department employees
D. Online customers
33. (p. 4-5) According to the text, which of the following is a likely reason for a widespread antiAmerican sentiment in the global marketplace?
A. Americans appear to use poor human relations skills while engaging in business with other
cultures.
B. Americans emphasize the product more than the human relations process in the workplace.
C. There are higher incidences of discrimination in the American organizations compared to
organizations from other countries.
D. American organizations don't allow the employees to "do their own thing" and instead
emphasize on collective decision making.
1-25
Chapter 001 Human Relations: a Background Key
34. (p. 5) The study of human relations becomes important because:
A. it emphasizes the knowledge of computer and technology.
B. it reduces diversity in the workplace.
C. of its renewed emphasis on working groups.
D. of the scarcity of jobs due to global recession.
35. (p. 7) Millennials are the generation of Americans born:
A. between 1965 and 1980.
B. during the years 1946 to 1964.
C. from 2005 onwards.
D. after 1980.
36. (p. 6) Which of the following is a problem faced by Generation Y's in the job market?
A. Lack of suitable job opportunities due to higher cost of education.
B. Finding good family-wage jobs are hard to come by and advancement is very difficult.
C. Poor human relations skills with subordinates because many of these middle managers
were so-called "hippies" in the past.
D. Difficulty in managing their time and money because of the increased pressure of caring
for their elderly parents as well as their young children.
37. (p. 7) The generation of Americans born between 1965 and 1980 are called:
A. Generation X.
B. Generation Y.
C. Generation Z.
D. baby boomers.
1-26
Chapter 001 Human Relations: a Background Key
38. (p. 7) Which of the following statements about increased competition in the workplace is
true?
A. Lower labor costs and a nationwide desire to compete have allowed EU countries to lead
much of the world economy.
B. Competitiveness has yet to reach rural areas where small businesses still don't feel
pressure.
C. Due to increased competition, having a college degree is no longer a ticket to a meaningful
career.
D. Asian countries will continue to be market leaders in their competition with the African
countries.
39. (p. 7) How has the dual-career requirement affected the workplace environment?
A. Dual-career couples face more difficulties in getting higher paid family-wage jobs than
single-parent or unmarried job seekers.
B. Additional financial pressures and the time needed for the everyday realities of child
rearing causes workplace stress and difficulties for everyone involved.
C. Dual-career couples typically go through a period of emotional recovery, during which
many emotional issues can form.
D. Because of the increased stress, most dual-career couples have strained relationships with
co-workers, bosses and fellow employees.
40. (p. 8) Which generational group is also known as the "sandwich generation"?
A. Generation X
B. Silent generation
C. Baby boomer
D. Generation Y
41. (p. 8) Which of the following is NOT a characteristic of human relations?
A. Being honest.
B. Being yourself at your very best.
C. Human relations needs to be developed throughout one's life.
D. Human relations is just common sense.
1-27
Chapter 001 Human Relations: a Background Key
42. (p. 9) The study of human relations has two goals: personal development and growth, and
A. manipulation of human behavior.
B. achievement of an organization's objectives.
C. quick fixes for personal problems.
D. a cure-all for organizational problems.
43. (p. 9) Which of the following statements best describe self-esteem?
A. It is a feeling of confidence and worth as a person.
B. The positive consideration that two people have for each other.
C. Knowledge of how you are being perceived by others.
D. A process of letting other people know what you are really thinking and feeling.
44. (p. 9) What is the importance of healthy self-esteem in the workplace?
A. It is at the core of most strategic issues in the organizations.
B. It is a key to getting high paying family-wage jobs.
C. It is significantly important for individuals working as islands of expertise.
D. It is a key to top performance and high-quality work.
45. (p. 10) Mutual respect:
A. is the knowledge of how you are being perceived by others.
B. can exist only when your self-esteem is stable.
C. is the process of letting other people know what you are really thinking and feeling.
D. allows individuals to know what in their own behavior is being perceived as real by other
people.
46. (p. 10) Who said the following about self-awareness: "Until we take how we see ourselves
and others into account, we will be unable to understand how others see and feel about
themselves and their world?"
A. Peter Drucker
B. Douglas McGregor
C. Stephen Covey
D. Jack Welch
1-28
Chapter 001 Human Relations: a Background Key
47. (p. 11) Why is the understanding of group dynamics a cornerstone in the study of human
relations?
A. Because it is related to a variety of mental health issues, including alcoholism, anxiety, and
depression.
B. Because it involves punishment or a reward for a job well done which gets people to do
their tasks efficiently.
C. Because it gives you the power to make people do what you want them to do regardless of
their choice.
D. Because nearly everything that people value in life can be achieved only through groups.
48. (p. 11) Which management expert was of the opinion that management is about human
beings; its task is to make people capable of joint performance, to make their strengths
effective and their weaknesses irrelevant?
A. Stephen Covey
B. Abraham Maslow
C. Peter Drucker
D. Eric Bern
49. (p. 12) In 1869, which of the following organizations denounced the bad working conditions
and unfair treatment in many workplaces of the time?
A. Mechanics Union
B. American Federation of Labor
C. Congress of Industrial Organizations
D. Knights of Labor
50. (p. 12) How did Robert Owen influence the industrialists in early 19th century?
A. By coming up with an idea that treating workers better would actually increase
productivity and, thus, profits.
B. By publishing a book called "The Philosophy of Manufacturers."
C. By recognizing the importance of careful hiring and in-depth training to increase workers'
productivity.
D. By conducting the Hawthorne experiment.
1-29
Chapter 001 Human Relations: a Background Key
51. (p. 12) Which of the following reforms was introduced by Robert Owen?
A. Building company towns where workers would live in company houses.
B. Suggesting that workers should have medical help, hot tea on a regular basis, good
ventilation, and even sick leave.
C. Stopping employment of young children in his factory.
D. Reducing motions involved in bricklaying to five by inventing labor saving devices and
changing workers' routine.
52. (p. 12) Which of the following books was published by Andrew Ure in 1835?
A. "Don't Hug Your Blueprints"
B. "The Protestant Ethic and the Spirit of Capitalism"
C. "The New Realities"
D. "The Philosophy of Manufacturers"
53. (p. 12) Which of the following reform was suggested by Andrew Ure?
A. The work of the people in an organization should be done in an orderly way, with only one
supervisor to whom each worker must answer.
B. Workers should have medical help, hot tea on a regular basis, good ventilation, and even
sick leave.
C. Identify "one best way" to perform a task to increase the productivity and profit.
D. Managers should carefully select and train workers for specific tasks.
54. (p. 13) Which era was marked by labor unions gaining power in the US?
A. World War I
B. World War II
C. The Great Depression
D. The Industrial Revolution
55. (p. 14) Which model did Max Weber come up with to deal with favoritism and nepotism?
A. Scientific Management
B. Time and Motion Study
C. Bureaucracy
D. The Hawthorne Experiment
1-30
Chapter 001 Human Relations: a Background Key
56. (p. 14) How did the bureaucracy model help in reducing favoritism and other unfair
practices?
A. By assigning specific duties and responsibilities only on the basis of talent and ability.
B. By assigning multiple supervisors to whom each worker must answer.
C. By advocating careful selection and in-depth training of workers to motivate them.
D. By implementing importance of standard work days, relaxed and regular lunch breaks, and
periodic rest periods.
57. (p. 15) How did Taylor's optimum shovel increase the productivity at an Eastern steel mill
immediately?
A. It allowed maximum work without the need for frequent rest periods.
B. It reduced the motions involved from eighteen to five.
C. It significantly reduced the amount of time patients had to spend on the surgical table.
D. By using a single shovel for shoveling coal into the large smelters and loading cinders into
waste containers.
58. (p. 16) Which human relations movement pioneer suggested that workers should be allowed
to be involved in decisions affecting them?
A. Lillian Gilbreth
B. Robert Owen
C. Mary Parker Follett
D. Max Weber
59. (p. 17) What did Elton Mayo discover from the Hawthorne Experiment?
A. Strong bureaucracy in the organization would make up for one worker's lack of motivation
and thus the productivity would remain high.
B. Workers performed better because someone was paying attention to them which was more
than what they were accustomed to receiving at work.
C. Managers treated workers well because they knew that the workers would be hard to
replace due to scarcity of labor.
D. Workers' productivity increased because they used the optimum shovel which allowed
them to work the whole day without taking too many breaks.
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Chapter 001 Human Relations: a Background Key
60. (p. 19) Which of the following principles is a cornerstone of TQM?
A. Inflexible, static rules are potentially harmful to maintaining a productive workforce.
B. Place significant emphasis on the rights and needs of the individual person.
C. Treat workers as happy to work, able to assume responsibility, and overall quite creative.
D. Process of whatever happens in an organization is more important than the product.
Fill in the Blank Questions
61. (p. 4) _____ is the skill or ability to work effectively through and with other people.
Human relations
62. (p. 5) Two decades ago, many forecasters predicted that by this time in history, strong
_____ would be the number one factor in the workplace.
computer skills
63. (p. 6) A(n) _____ is someone who organizes and assumes the risks of beginning a business
enterprise.
entrepreneur
64. (p. 7) _____ is the generation of Americans born between 1965 and 1980, following the
baby boomers who were born during the years 1946 to 1964.
Generation X
65. (p. 8) Middle-aged adults with elderly dependent parents and dependent children who find
themselves squeezed for time and finances are often referred to as the "____" generation.
sandwich
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Chapter 001 Human Relations: a Background Key
66. (p. 8) People who think that human relations skills are unnecessary argue that "_____ will
carry you through."
common sense
67. (p. 9) _____ is your feeling of confidence and worth as a person.
Self-esteem
68. (p. 10) _____ allows individuals to know what in their own behavior is being perceived as
real by other people.
Self-awareness
69. (p. 10) _____ is the process of sending ideas, thoughts, and feelings, and having them
received in the way you intended.
Communication
70. (p. 11) Understanding _____ —the ways in which groups operate— is a cornerstone in the
study of human relations.
group dynamics
71. (p. 12) The_____, founded in 1869, denounced the bad working conditions and unfair
treatment in many workplaces of the time.
Knights of Labor
72. (p. 12) _____ was the first person to write a detailed study of manufacturers and their
management processes.
Andrew Ure
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Chapter 001 Human Relations: a Background Key
73. (p. 14) In Weber's model, called _____, each person had specific duties and responsibilities
that were to be assigned on the basis of ability and talent only.
bureaucracy
74. (p. 14) In the early years of the twentieth century, Frederick Taylor and others began a
movement called _____.
scientific management
75. (p. 15) One of Frederick Taylor's best-known victories was the invention of the _____, a step
that made scientific management very popular.
optimum shovel
76. (p. 16) In her later life, _____ became known as "The First Lady of Management."
Lillian Gilbreth
77. (p. 17) Elton Mayo found that the relationships that had formed naturally in the workplace
made up what he called the _____.
informal organization
78. (p. 18) Congress passed the _____ in 1935, giving unions and union members more rights
than they had enjoyed before.
Wagner Act
79. (p. 18) _____ introduced the concepts of Theories X and Y.
McGregor
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Chapter 001 Human Relations: a Background Key
80. (p. 19) According to the _____ concept, the process of whatever happens in an organization
is more important than the product.
Total Quality Management (TQM)
Short Answer Questions
81. (p. 4) What are the aspects included in human relations?
Human relations include a desire to understand others, their needs and weaknesses, and their
talents and abilities. For anyone in a workplace setting, human relations also involve an
understanding of how people work together in groups, satisfying both individual needs and
group objectives.
82. (p. 4) Why is human rights considered an important reason for studying human relations?
Today, managers and employees have a greater awareness of the rights of employees. This
awareness calls for more skillful relations among employees, using tact, trust, and diplomacy
with greater skill. The rights of all others involved in the dealings of an organization must be
respected and protected as well.
83. (p. 6) Why are human relations skills important for a manager?
A manager with good human relations skills will retain employees longer, be more
productive, and provide employees with an enjoyable environment. The most common reason
for failure in the job of manager is faulty human relations skills.
84. (p. 8) How have single parent families and divorces affected the workplace?
A divorced person typically goes through a period of emotional recovery, during which many
emotional issues can form. Such issues often negatively affect job performance and attitudes,
harming relationships with co-workers, bosses, and fellow employees. The divorced parent
often has additional barriers to success in the workplace.
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Chapter 001 Human Relations: a Background Key
85. (p. 8-9) People who think that human relations are an unnecessary skill believe that
"common sense will carry you through." Is this viewpoint correct?
This argument is often used by people who think a skill like this is unnecessary. "Common
sense," they say, "will carry you through." In the area of human relations, common sense
(meaning ordinary good sense and judgment) is all too uncommon. The abuses of many
workers on the job today, the misunderstandings that cost thousands of companies millions of
dollars every year, the unhappiness of many workers with the jobs they have: all of these
factors illustrate the need for human relations—even if much of it seems like simple common
sense.
86. (p. 9) Why is self-esteem at the core of most issues in human relations?
Psychological research has shown that lower self-esteem is related to a variety of mental
health issues, including alcoholism, anxiety, and depression—all of which cause problems on
the job. Higher self-esteem, on the other hand, improves attitudes, job morale, and overall
quality of life. In the workplace, healthy self-esteem is the key to top performance and highquality work— especially when the work directly affects other people.
87. (p. 10) Describe the importance of the communication process in organizations.
The communication process is at the heart of all managerial functions, and it is directly
related to success or failure at the managerial level. It is also a vital part of all personal
interactions. When a human relations problem emerges, miscommunication is usually
involved.
88. (p. 11) Why is group dynamics a corner stone in the study of human relations?
Whenever two or more people form a relationship, there is, in effect, a group. Once a group is
formed, it immediately requires understanding, planning, and organizational tactics
appropriate to groups. Thus, understanding group dynamics —the ways in which groups
operate—is a cornerstone in the study of human relations.
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Chapter 001 Human Relations: a Background Key
89. (p. 13-14) Describe company towns.
Company towns were settlements, owned by the company, where workers would live in
company housing, buy supplies at the company-owned store, and even send their children to a
school owned by the firm. Though not popular today, this setup usually produced happier and
more loyal workers, especially when the quality of the company town was considered high.
90. (p. 14) Why did Max Weber develop the bureaucracy model?
Max Weber saw human relations problems being caused by favoritism, nepotism (playing
favorites with family members), and other unfair practices. In Weber's time, most European
companies were managed like extended families. Employees were loyal to a single person,
rather than to the company goals or mission statement. Weber came up with the bureaucratic
organizations approach to deal with the issue of favoritism and nepotism.
91. (p. 14) What is Frederick Taylor best known for?
Frederick Taylor is described as a pioneer of the scientific management movement. Most
people today who have heard of Taylor think of him as an industrial engineer who tried to
find the "one best way" to do a job. He is often criticized as someone who cared more about
production than about the needs of workers.
92. (p. 14) Describe the two major features of Taylor's approach.
1. Managers should carefully select and train workers for specific tasks. 2. Managers should
try to motivate workers to increase productivity. Careful hiring and in-depth training do not
seem very earthshaking today, but Taylor was among the first to recognize the importance of
both.
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Chapter 001 Human Relations: a Background Key
93. (p. 15) How did Taylor's "optimum shovel" increase the productivity of the steel mill?
Taylor watched men shoveling coal for the large smelters. Using the same shovel, these men
would also load cinders into waste containers. After carefully studying both processes, Taylor
came up with two shovels: a much larger shovel for the light cinders and an optimum shovel
for the coal. This shovel was exactly the right size and weight to allow the maximum work
without the need for frequent rest periods.
94. (p. 16) What were the Gilbreths best known for?
The Gilbreths became especially well known for their research study of bricklayers. Frank
Gilbreth identified 18 different motions that had been used by bricklayers. By inventing some
laborsaving devices and by changing the basic routine, the Gilbreths reduced those 18
motions to 5. The result was a system of bricklaying with more than double the productivity
of the old system.
95. (p. 16) What are the three concepts that Mary Parker Follett advocated?
(1) Workers should be allowed to be involved in decisions affecting them. To her it was
logical that the people closest to the action could make the best decisions. (2) The workplace
is dynamic—that is, constantly changing. Thus, inflexible, static rules are potentially harmful
to maintaining a productive workforce. (3) The main job of managers at all levels was to
maintain positive relationships with workers.
96. (p. 17) Describe two important discoveries that came from the Hawthorne Experiment.
First, Mayo showed that the workers at Hawthorne performed better because someone was
paying attention to them. This attention was more than they had been accustomed to receiving
at work. Second, Mayo found that the relationships that had formed naturally in the workplace
made up what he called the informal organization. On days when a worker would not be as
motivated as usual, the expectations of the group would make up the difference, and
productivity would remain high.
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Chapter 001 Human Relations: a Background Key
97. (p. 18) How did the workers' condition temporarily improve during the World War II?
With hundreds of thousands of young workers going overseas to fight, employers were forced
to hire nearly anybody who would work. Managers knew their employees would be very hard
to replace, so treatment of workers temporarily improved. Cases of sexism, racism, and sexual
harassment, however, were all too common.
98. (p. 18) Differentiate between Theory X and Theory Y managers.
Theory X managers see workers as lacking ambition, disliking work, and wanting security
above all else. Theory Y managers, on the other hand, see workers as happy to work, able to
assume responsibility, and overall quite creative.
99. (p. 19) What were the major changes brought about in human relations during the 1960s?
A new emphasis was placed on the rights and needs of the individual person. For the first
time, it was popular in the American culture to "do your own thing." Perhaps even more
important, other people were allowed to do their own thing as well. Also new was the
revolutionary attitude toward success as having to do with people, rather than with money.
Many of today's middle managers were so-called "hippies" then. Influence from that era has
still not peaked.
100. (p. 19) Write a short note on Total Quality Management (TQM).
TQM is an organizational philosophy that quality must be present in the product or service
produced and in all support activities related to it. The man responsible for this new
movement was an American named W. Edwards Deming. This important school of thought
holds that the process of whatever happens in an organization is more important than the
product. Doing away with targets, "zero defects" programs, and slogans, the TQM people
concentrate on the process—which inevitably includes people and relationships.
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