A FRAMEWORK FOR INTERPERSONAL SKILL DEVELOPMENT

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CHAPTER 1

A FRAMEWORK FOR INTERPERSONAL SKILL DEVELOPMENT

Multiple Choice (b) 1. Interpersonal relations refer mostly to

• employer-employee problems.
• relationships with people.
• how our work habits affect other people.
• relationships among co-workers.

(c) 2. Jobs requiring interaction with people require a combination of

• technical skills and developmental needs.
• effective skills in interpersonal relations and customer service.
• effective skills in interpersonal relations and technical work.
• leadership skills and interpersonal skills.

(a) 3. A key aspect of interpersonal skills training is that the

• skills can be put into practice.
• learner overcomes all developmental needs.
• learner forms good interpersonal relations with the other learners.
• skills are placed into memory.

(d) 4. The difference between soft skills and hard skills refers to the distinction between

• intellectual and mechanical skills.
• personal and job-related skills.
• skills learned at school and skills learned in life.
• interpersonal and technical skills.

(c) 5. Positive political skills

• are political actions with the company’s best interests at heart.
• help you influence others so as to bring positive change in the world.
• help you satisfy your interests without being unethical or devious.
• help you meet the company’s interests without sacrificing personal values.

(b) 6. In the basic learning model, "assessing reality" refers to

• researching whether a suitable training program is available.
• estimating how far one is from reaching a goal.
• figuring out if the person really has developmental needs.
• being realistic about one’s possibilities for promotion.

(a) 7. The action plan in the learning model refers to

• developing a series of steps in order to reach a goal.
• gathering feedback on developmental needs.
• putting strategic steps into action.
• developing the necessary self-insights.

(Human Relations Interpersonal, Job-Oriented Skills, 4th Canadian Edition, 4e Andrew DuBrin, Terri Geerinck) (Test Bank, Correct Answer are at the left side of each Question) 1 / 4

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1–2 (d) 8. In the learning model, self-discipline is an especially important contributor to

• asking for feedback.
• establishing a goal.
• choosing an action plan.
• implementing the action plans.

(b) 9. The first step in the learning model is

• informal learning.
• establishing a goal for change.
• assessing reality.
• developing an action plan.

(c) 10. The final step in the learning model is

• assessing reality.
• obtaining feedback.
• frequent practice.
• developing an action plan.

(b) 11. An important requirement at each stage of the model for acquiring skills is

• personal satisfaction.
• self-discipline.
• encouragement from an outside source.
• studying the appropriate model.

(a) 12. Which one of the following is the most important factor for bringing about the development of a new interpersonal skill?

• the learner’s perception of the need for change
• the availability of a suitable change program
• an encouraging mentor
• learning objectives for the training program

(b) 13. A developmental need refers to

• a person’s level of motivation for change.
• a person’s need for change.
• the goal of a skill development program.
• the goal of a trainer.

(d) 14. An important way of identifying developmental needs is through

• reading biographies of leaders in your field.
• the results of mental ability testing.
• choosing the opposite of universal developmental needs.
• feedback from others.

(d) 15. Which one is NOT a developmental need listed in the text?

• Very few people listen to me.
• People find me boring. 2 / 4

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• I rarely smile when I’m with other people.
• I am poor at managing money.

(a) 16. The purpose of the development need inventory is to identify needs for development and

• draw action plans for bringing about change.
• specify responsibility for bringing about the change.
• compare past successes with future goals.
• compare one’s own development needs with those of others.

(b) 17. A universal training need refers to

• the most comprehensive type of need for change.
• an area for skill improvement shared by many people.
• a training need of most career beginners.
• an urgent need for development.

(b) 18. A need NOT covered in this text under universal training needs is

• understanding individual differences.
• understanding corporate structure.
• developing leadership skills.
• customer service skills.

(d) 19. Which is a universal training need that includes positive self-talk?

• Interpersonal communication
• Motivating others
• Positive political skills
• Self-esteem and self-confidence

(a) 20. Effective communication with people is essential for carrying out more than ______ percent of the work conducted by most professional and managerial staff.

• 50.
• 20.
• 90.
• 10.

(b) 21. Internal customers are

• Customers who have been associated with your organization for ten years or more
• People within your company for whom you perform a service as part of your job
• Customers within your region
• People who are given preferred pricing on your products

(a) 22. Informal learning on the job generally refers to learning that

• takes place naturally outside of a traditional learning environment.
• results in acquiring hard skills.
• results in acquiring soft skills.
• is unrelated to the job.
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Copyright © 2015 Pearson Canada Inc.

1–4 (d) 23. A good example of informal learning would be

• taking a course in golf or tennis.
• attending a seminar with friends.
• studying a text or manual by yourself.
• acquiring a skill by observing a more experienced worker.

(b) 24. Which one of the following has been identified as a powerful on-the-job learning experience?

• influencing others when you have considerable authority
• dealing with problem employees
• dealing with familiar responsibilities on a regular basis
• having a boss who agrees with you in almost all areas

(c) 25. Which one of the following experiences is likely to do you the most good in terms of developing interpersonal job skills?

• having co-workers who treat you like a teammate
• having a highly motivated manager
• having to influence without authority
• influencing subordinates (workers who report to you directly)

True/False (F) 1. Interpersonal skills are referred to as soft skills because a person with good interpersonal skills develops a soft touch toward other people.

(F) 2. As the work environment has become more technological, the demand for interpersonal skills has decreased.

(T) 3. For the purpose of interpersonal skills training, a goal can be considered a desired state of affairs.

(T) 4. Assessing reality in the model for learning skills refers to evaluating how far one is from achieving his or her goal.

(T) 5. An action plan in the learning model refers to a mechanism for changing the relationship between the person and the environment.

(T) 6. Self-discipline is especially needed to implement action plans in the learning model.

(F) 7. Short-range feedback is usually sufficient to measure the effectiveness of skill development.

(T) 8. True skill development takes place when a person integrates the new skill into the usual way of conducting himself or herself.

(F) 9. When an interpersonal skill becomes a habit, it loses its effectiveness.

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