What is the term used for words that strongly slant perceptions and meanings?
A) ambiguous language
B) totalizing language
C) prescriptive language
D) loaded language
E) indexing language
D
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We are most likely to view a relationship positively if __________.
A. its benefits are greater than its costs B. the need for affection exceeds the need for control C. its costs are equal to its benefits D. the need for inclusion is greater than the need for affection
When Stacy had to deal with an upset customer about a mistake in an order, she said the following: "I am very sorry about this problem, and I am glad that you have brought it to our attention
I understand that you feel as though you were mistreated. If the company promises to reship the products correctly tomorrow at a 20% discount, would that be an agreeable solution?" Did Stacy handle the customer correctly? A. Yes, because she apologized, gave feedback, acknowledged their dissatisfaction, and made a plan to meet expectations. B. No, because by being so gracious the customer will likely try to find problems another time to get the 20% off. C. Yes, because she stood up for the company's position and did not let the customer walk all over her. D. No, because Stacy was too understanding. Good customer service favors the company while still attempting to keep the customer content.
A person's ability to lead is dependent on his or her ability to develop and maintain constructive relationships
Indicate whether this statement is true or false.
Group __________ is the pattern of values, beliefs, norms, and behavior that is shared by group members and that shapes a group's individual personality
A) culture B) size C) commitment D) cohesiveness E) makeup