1. The branch of psychology that focuses on the study of human behavior at work is called: 
A. developmental psychology. 
B. abnormal psychology. 
C. industrial/organizational psychology. 
D. sensation/perception psychology.
Answer: C 
2. Industrial/organizational (I/O) psychology is the branch of psychology that: 
A. focuses on the study of human behavior at work. 
B. studies how people in industrialized societies organize social activities. 
C. focuses on how individuals change and develop over the lifespan. 
D. investigates achievement motivation in well-organized people.
Answer: A 
3. As a psychology faculty member at City University, Dr. Kamphaus makes presentations at some of the local high schools on majoring in psychology. Although many of the students assume that Dr. Kamphaus is trained to treat people with psychological disorders, she explains that her training and research focuses on human behavior in the workplace. What kind of psychologist is Dr. Kamphaus? 
A. a health psychologist 
B. an industrial/organizational psychologist 
C. an educational psychologist. 
D. a social psychologist
Answer: B 
4. Jake will soon attend graduate school, where he plans to focus on the study of human behavior at work.  Jake wants to be a(n): 
A. counseling psychologist. 
B. clinical psychologist. 
C. social worker. 
D. industrial/organizational psychologist.
Answer: D 
5. _____ psychology is a subarea of industrial/organizational (I/O) psychology that focuses on matching people's characteristics to job requirements, accurately measuring job performance, and assessing employee training needs. 
A. Personnel 
B. Human factors 
C. Social 
D. Developmental
Answer: A 
6. Kelly's work focuses on accurately measuring job performance, assessing employee training needs, and matching people's characteristics to job requirements.  Kelly works in a subfield of industrial/organizational psychology called: 
A. vocational and career counseling. 
B. personnel psychology. 
C. organizational development. 
D. human factors.
Answer: B 
7. In industrial/organizational psychology, the industrial side is also called: 
A. vocational and career counseling. 
B. human factors. 
C. organizational development. 
D. personnel psychology.
Answer: D 
8. A subarea of industrial/organizational psychology that focuses on how the organization and the social environment in which people work affect their attitudes and behaviors is called: 
A. ergonomics. 
B. personnel psychology. 
C. vocation and career counseling. 
D. organizational behavior.
Answer: D 
9. Martha is the new chief executive officer of Ace Manufacturing.  Martha wants to bring about positive change in her organization, increase profitability, and improve the products she manufactures. She should probably consult an I/O psychologist who specializes in a subarea called: 
A. organizational development. 
B. ergonomics. 
C. job analysis. 
D. personnel psychology.
Answer: A 
10. The subarea of industrial/organizational psychology that focuses on bringing about positive change in an organization such as increased profitability or improved products is called: 
A. personnel psychology. 
B. vocation and career counseling. 
C. organizational development. 
D. organizational behavior.
Answer: C 
11. Cassandra was asked at a party what she does for a living. She said that she is an industrial/organizational psychologist and that she helps design equipment and develop work procedures that take into consideration human capabilities and limitations. Which subarea of I/O psychology does Cassandra specialize in? 
A. vocation and career counseling 
B. organizational development 
C. ergonomics 
D. organizational behavior
Answer: C 
12. _____ is a subarea of industrial/organizational psychology that tries to achieve a good match between people and the equipment they use. It involves designing equipment and developing work procedures that take into account human capabilities and limitations. 
A. Ergonomics 
B. Personnel psychology 
C. Organizational behavior (OB) 
D. Performance management (PM)
Answer: A 
13. Dr. Rafferty is conducting research on designing computer keyboards that minimize fatigue, muscle strain, and repetitive motion injuries. Dr. Rafferty works in a subarea of industrial/organizational psychology called: 
A. awareness and skills training. 
B. organizational behavior. 
C. ergonomics. 
D. organizational development.
Answer: C 
14. Many I/O psychologists belong to the Society for Industrial and Organization Psychologists (SIOP), one of the divisions of the American Psychological Association.  According to a recent salary survey of SIOP members, what was the median salary for doctorate-level I/O psychologists? 
A. $30,000 
B. $60,000 
C. $90,000 
D. $120,000
Answer: C 
15. According to surveys conducted by the American Psychological Association, what is the unemployment rate of industrial/organizational psychologists? 
A. Less than 1 percent 
B. Approximately 6 percent 
C. Approximately 12 percent 
D. About 6 percent in states along the east and west coast, and almost double that--11 percent--in states in the central United States.
Answer: A 
16. Olivia has a bachelor's degree in human resources and communications and is interested in working in the field of industrial/organizational psychology.  Which of the following statements about Olivia's prospects is FALSE? 
A. It will be difficult for her to find employment directly in the field of industrial/organizational psychology. 
B. Jobs in some areas related to industrial/organizational psychology, such as employment interviewer, labor relations specialist, or personnel manager, are open to her. 
C. She will probably be able to easily find a position as an industrial/organizational specialist in an academic setting but will have difficulty finding work with private organizations. 
D. She may find a career as a management analyst and consultant.
Answer: C 
17. Which of the following is FALSE regarding employment opportunities in the field of industrial/organizational psychology? 
A. The employment outlook is favorable for those with Ph.D.s in the field of industrial/organizational psychology. 
B. Many I/O psychologists work in colleges and universities and as consultants to organizations. 
C. Most I/O psychologists work for public organizations, such as state or local governments. 
D. For those with bachelor's degrees there are employment opportunities in areas related to industrial/organizational psychology, such as labor relations specialists, employment interviewers, and management analysts and consultants.
Answer: C 
18. According to the research discussed in In Focus Box B.1 titled "What Every Employee Should Know," what strategy should an employee take in order to gain recognition and positive performance evaluations from his or her supervisor? 
A. Don't be reluctant to let your supervisor know how important it is to you to get ahead in the organization. 
B. Strive to be a "good citizen" in the organizational environment by helping other employees and your supervisor, not complaining, and volunteering for extra work. 
C. Take public credit for your accomplishments so that your supervisor recognizes your contributions to the organization. 
D. All of the above were suggested strategies based on the research.
Answer: B 
19. According to In Focus Box B.1 titled "What Every Employee Should Know," which of the following guidelines was suggested to resolve a serious complaint or dispute at work? 
A. An employee's first step should always be to file a formal, written complaint with the Equal Employment Opportunity Commission. 
B. If a company or an organization has developed an internal system for handling grievances or complaints, the employee is legally obligated to work with the internal system before proceeding to sources outside the company.  c. An employee should consider using the company's internal system for handling grievances or complaints because it typically provides greater flexibility in solving problems. 
C. Before formally notifying the supervisor or manage, an employee should always seek advice from a labor relations lawyer who is qualified to appear before the EEOC.
Answer: C 
20. According to In Focus Box B.1 titled "What Every Employee Should Know," which of the following statements is TRUE? 
A. Unless there is a specific contract, the relationship between an employer and employee is unilateral, meaning the employee may quit the job at any time but the employer may not terminate the employee unless adequate grounds exist, such as failure to perform the job, lying, stealing, etc. 
B. If you file a discrimination suit against an employer, the employer can legally terminate you for doing so. 
C. Most work situations involve an "at-will" relationship between the employer and employee. 
D. The Equal Employment Opportunity Commission has repeatedly ruled that an "employee manual" or an "employee handbook" is an implied contract between an employer and employee.
Answer: C 
21. _____ involves an assessment of the major responsibilities of a particular job and the human characteristics needed to fill it. 
A. Ergonomics 
B. Job analysis 
C. Human factors 
D. Diversity training
Answer: B 
22. Which of the following is a major goal of personnel psychology? 
A. training employees for their jobs, evaluating their performance, and selecting the best applicants for jobs 
B. providing diversity training for the employees of large international corporations 
C. applying knowledge about human physical characteristics to the design of equipment that minimizes fatigue and maximizes productivity 
D. bringing about positive change in organizations, such as increased profitability or improved products
Answer: A 
23. In order to select the appropriate person for a position, Julio carefully assesses and records the position's responsibilities and the personal characteristics required by the job. Julio is using a technique called: 
A. ergonomics. 
B. job analysis. 
C. selection assessment. 
D. human factors analysis.
Answer: B 
24. Marion is the director of personnel for a large institution and wants to make sure that the methods and techniques used in personnel selection are successful in distinguishing between applicants who will perform the job effectively and those who will not.  Marion's concerns are related to: 
A. selection device validity. 
B. dispositional factors reliability. 
C. discrepancy validity. 
D. ergonomics.
Answer: A 
25. _____ refers to the extent to which a selection device is successful in distinguishing between those applicants who will become high performers and those who will not. 
A. Ergonomics 
B. Selection device reliability 
C. Selection device validity 
D. Dispositional validity
Answer: C 
26. Dr. Sidhu is a personnel psychologist who uses a number of different psychological tests for employee selection purposes.  Which of the following is NOT one of those psychological tests? 
A. personality tests 
B. cognitive ability tests 
C. motor and sensory ability tests 
D. situational exercise tests
Answer: D 
27. In assessing job applicants, Dr. Amundson uses a variety of tests that measure cognitive ability, mechanical aptitude, motor and sensory ability, and personality traits.  Dr. Amundson is using _____ for employee selection purposes. 
A. the work sample technique 
B. situational exercises 
C. psychological tests 
D. the unstructured interview technique
Answer: C 
28. Which of the following statement is TRUE concerning the issues of honesty tests, employee honesty, and retails losses? 
A. Polygraph tests are widely, and successfully, used in retail workplace settings to control employee stealing and pilfering. 
B. Relative to the cost of merchandise stolen by shoplifters, dishonest employees account for very little of the losses suffered by retail merchandisers. 
C. According to the research, approximately half of the employees who have access to cash steal from their employers. 
D. Although so-called "honesty tests" initially showed promise, research has shown that honesty tests cannot predict admissions of theft.
Answer: C 
29. As a personnel selection device, work samples: 
A. require a job applicant to complete a task as if he or she were actually on the job. 
B. involve determining if a job applicant can identify satisfactory versus unsatisfactory samples of work performance. 
C. involve showing job applicants brief videos of the types of work performed by the company. 
D. involves combining two or more work evaluations from previous jobs.
Answer: A 
30. As a personnel selection device, situational exercises: 
A. demonstrate that a job applicant understands how to keep from getting hurt on the job. 
B. are considered discriminatory against female job applicants and not allowed in most work settings. 
C. are typically used for jobs involving managerial or professional skills. 
D. have very little validity.
Answer: C 
31. When Taylor applied for a job as a computer programmer, she was given a programming task to complete as part of the selection process.  The programming task is an example of a(n): 
A. personality test. 
B. honesty test. 
C. work sample test. 
D. polygraph test.
Answer: C 
32. As part of the selection procedure for the position of assistant manager, Keenan was given a test that required him to sort through a series of memos, directives, reports, letters, and phone messages in a limited period of time.  This in-basket test is an example of a(n): 
A. honesty test. 
B. mechanical aptitude test. 
C. cognitive ability test. 
D. situational exercise.
Answer: D 
33. Unstructured interviews: 
A. typically have low validity in the sense that such assessments are not strongly related to subsequent job performance. 
B. are the most commonly used selection devices because of their high validity and high reliability. 
C. have higher validity than structured interviews based on a job analysis. 
D. Both answers b and c are correct.
Answer: A 
34. A situational interview: 
A. involves going to a recruitment site or situation to interview job applicants. 
B. is the same thing as an unstructured interview. 
C. involves presenting the job applicant with a specific situation and asking how he or she would respond to it. 
D. is considered unethical because it involves secretly observing how the job applicant reacts when the interviewer is called out of the room.
Answer: C 
35. If you were asked by the personnel department of a large organization to make recommendations regarding the validity and reliability of various selection devices, which of the following would you rank as having the LOWEST validity? 
A. work samples 
B. situational exercises 
C. general unstructured interviews 
D. psychological testing
Answer: C 
36. Which of the following statements about structured interviews is FALSE? 
A. Structured interviews should involve questions that are asked of all applicants in the same order. 
B. Structured interviews should be based on a job analysis. 
C. Structured interviews should involve questions that elicit job-related information about the applicant. 
D. Structured interviews should be based on how the selection committee subjectively feels about the personality characteristics and attractiveness of the candidate.
Answer: D 
37. Carlos runs a consulting firm that assesses job satisfaction, organizational commitment, and employee motivation.  The consulting firm also advises on leadership issues, organizational communication patterns, and group processes within the organization.  Carlos's consulting firm specializes in a subarea of industrial/organizational psychology called: 
A. organizational behavior. 
B. personnel psychology. 
C. vocation and career counseling. 
D. human factors.
Answer: A 
38. The text discussed a recent Gallup Organization poll that surveyed U.S. workers about how satisfied they were with their jobs. What did the poll find? 
A. About 80 percent of those surveyed indicated they were satisfied with their jobs. 
B. About 80 percent of those surveyed indicated they were fundamentally dissatisfied with their jobs. 
C. About 50 percent of those in manufacturing, 60 percent of those in the technology sector, and 40 percent of those in the service sector indicated that were satisfied with their jobs. 
D. The survey found distinct gender differences. Approximately 30 percent of the men and 55 percent of the women indicated that they were satisfied with their jobs.
Answer: A 
39. The text discussed a recent Gallup Organization poll that surveyed job satisfaction among U.S. workers. What did the poll find? 
A. Although most people--about 60 percent--were satisfied with their jobs, employees tended to be most satisfied with their pay and least satisfied with the physical safety of the work environment. 
B. About 60 percent of those surveyed were fundamentally dissatisfied with their jobs. 
C. Although about 80 percent were satisfied with their jobs, employees tended to be more satisfied with their co-worker relations and less satisfied with on-the-job stress and pay. 
D. The survey found distinct gender differences. Men were more than twice as likely as women to be satisfied with their jobs.
Answer: C 
40. The approach to explaining job satisfaction that focuses on the difference between what a person wants from a job and how that person evaluates what is experienced at work is called the: 
A. social influence hypothesis. 
B. dispositional factors hypothesis. 
C. discrepancy hypothesis. 
D. behavioral trait hypothesis.
Answer: C 
41. Which of the following does NOT describe an approach used to explain differences in job satisfaction among people? 
A. the discrepancy hypothesis 
B. the contingency-trait hypothesis 
C. the social influence hypothesis 
D. the dispositional factors hypothesis
Answer: B 
42. As an industrial/organizational psychologist working for Brownstone Corporation, Ryan agrees with the research showing that job satisfaction results from the difference between what a person desires from a job and how that person evaluates what is actually experienced. Ryan's view of job satisfaction is most consistent with the: 
A. dispositional factors hypothesis. 
B. social influence hypothesis. 
C. contingency influence hypothesis. 
D. discrepancy hypothesis.
Answer: D 
43. The discrepancy hypothesis is based on several assumptions.  Which of the following is NOT an assumption of the discrepancy hypothesis? 
A. People differ in what they want from a job. 
B. People have a genetically based disposition toward a positive or negative outlook on life and work. 
C. People differ in how they evaluate their experiences at work. 
D. A person's level of job satisfaction is based on the difference between what is desired and what is experienced.
Answer: B 
44. Armando, like his colleagues, was satisfied with his job in the engineering department of the company's Eastern office.  When he transferred to the Western office, he noticed that his colleagues there complained constantly and seemed very dissatisfied.  According to the social influence theory: 
A. it is possible that Armando may become somewhat dissatisfied with his job. 
B. Armando's new colleagues are probably all genetically predisposed toward a negative outlook on life and work. 
C. Armando's feelings about his job are unlikely to be changed by his new situation. 
D. Armando's level of job satisfaction is likely to be twice as high in the Western office than it was in the Eastern office because of the discrepancy effect.
Answer: A 
45. The _____ is based on the idea that people interpret their situation, in part, according to the reactions of others and that their level of job satisfaction is influenced by the job satisfaction levels of other people. 
A. situational factors hypothesis 
B. social influence hypothesis 
C. discrepancy hypothesis 
D. dispositional factors hypothesis
Answer: B 
46. One explanation of job satisfaction is that a person's level of satisfaction may be due in part to a genetically based disposition toward a positive or negative outlook on life and work.  This approach is called the: 
A. contingency hypothesis. 
B. situational influence hypothesis. 
C. discrepancy hypothesis. 
D. dispositional factors hypothesis.
Answer: D 
47. Mike concludes that people's level of job satisfaction is mainly due to their inborn tendency to be positive or negative about all the circumstances of their lives, including their jobs.  Mike's views are most consistent with the: 
A. discrepancy hypothesis. 
B. dispositional factors hypothesis. 
C. situational factors hypothesis. 
D. social influence hypothesis.
Answer: B 
48. Researchers compared levels of job satisfaction of identical twins raised apart and found that identical twins had similar levels of job satisfaction.  The researchers concluded that this finding may, in part, provide support for the: 
A. dispositional factors hypothesis. 
B. contingency-trait hypothesis. 
C. social influence hypothesis. 
D. situational factors hypothesis.
Answer: A 
49. After reviewing the literature on the causes of job dissatisfaction for a term paper, Frank is likely to conclude that: 
A. discrepancy between desires and experiences, social influences, and inherited dispositions have each been successful in explaining some of the differences in job satisfaction among people. 
B. job dissatisfaction is totally independent of overall life satisfaction and levels of contentment. 
C. in general, satisfaction or dissatisfaction in one area of life does not spill over into other areas of a person's life. 
D. job satisfaction cannot be accurately measured or explained.
Answer: A 
50. According to the research on gender differences in managers: 
A. male managers are more likely than female managers to be competitive in resolving conflicts at work. 
B. most employees-more than 70 percent-prefer to work for a male manager. 
C. female managers who were viewed as dominating were more strongly criticized than male managers who were viewed as dominating. 
D. most employees-more than 70 percent-prefer to work for a female manager.
Answer: C 
51. According to the research on gender differences in managers: 
A. there are very few personality or behavioral differences between male and female managers. 
B. the gender of the manager made little or no difference in terms of how employees reacted to the manager. 
C. male managers are more willing to discipline or fire a worker than female managers. 
D. female managers tend to work longer hours than male managers.
Answer: A 
52. According to In Focus Box B.2 on gender differences in managers, female managers are more likely than male managers to: 
A. set up checkpoints and time lines when delegating work to others. 
B. talk about the importance of their work rather than how they accomplish their work. 
C. be much more competitive in handling conflicts at work. 
D. counsel a low-performing worker rather than fire him or her.
Answer: A 
53. One of the most heavily researched topics in industrial/organizational psychology is: 
A. conformity. 
B. achievement motivation. 
C. obedience. 
D. leadership.
Answer: D 
54. I/O psychologists have spent a great deal of time trying to determine what makes someone an effective leader.  Which of the following is NOT one of those approaches? 
A. the trait approach to leader effectiveness 
B. the situational (or contingency) theory of leader effectiveness 
C. the discrepancy factors approach to leader effectiveness 
D. the behavioral theory of leader effectiveness
Answer: C 
55. The _____ is based on the idea that leaders are born, not made, and focuses on personal characteristics displayed by successful leaders. 
A. situational (or contingency) theory of leader effectiveness 
B. behavioral theory of leader effectiveness 
C. trait approach to leader effectiveness 
D. discrepancy approach to leader effectiveness
Answer: C 
56. In a discussion over what makes an effective leader, Karin argued that some people have a special talent for leadership, and she cited many examples of people who possess certain qualities or characteristics that make them natural leaders.  Karin's views are most consistent with the: 
A. discrepancy approach to leader effectiveness. 
B. contingency approach to leader effectiveness. 
C. social influence theory of leader effectiveness. 
D. trait approach to leader effectiveness.
Answer: D 
57. A large number of traits, such as height, physical attractiveness, dominance, flexibility, and intelligence have been examined to see if they determine how effective a leader will be.  After a substantial amount of research into leader effectiveness, it has been found that: 
A. the trait approach has more support than any other theory. 
B. there is little connection between personal traits and leader effectiveness. 
C. height and dominance are the only two traits that correlate with leader effectiveness. 
D. there is a negative correlation between leader effectiveness and the traits of sociability, intelligence, empathy, and flexibility.
Answer: B 
58. Theories of leader effectiveness that focus on differences in the behavior of effective and ineffective leaders are called:
A. situational (or contingency) theories. 
B. social influence theories. 
C. behavioral theories. 
D. trait theories.
Answer: C 
59. Dr. Moreno believes that the behavior of effective and ineffective leaders differs in significant ways. Her research identified two major types of leadership behavior, consideration and initiating structure. Dr. Moreno's type of research is aimed at verifying: 
A. behavioral theories of leader effectiveness. 
B. trait theories of leader effectiveness. 
C. discrepancy theories of leader effectiveness. 
D. dispositional theories of leader effectiveness.
Answer: A 
60. _____ characterizes the behavior of leaders who are deeply concerned about their followers and who spend time building trust, respect, and warmth between themselves and their followers. 
A. Initiating structure 
B. Consideration 
C. Contingency 
D. Initiative
Answer: B 
61. The phrase _____ describes the behavior of leaders who are task-oriented, structure tasks for their followers, and push for things to get done. 
A. initiating structure 
B. contingency awareness 
C. constitutionalism 
D. performance management
Answer: A 
62. Gordon is the general manager of a computer software company whose leadership behavior can be best characterized by the term consideration.  Gordon is likely to: 
A. spend time building trust, respect, and warmth between himself and his employees. 
B. structure tasks for employees, push for things to get done, and focus on accomplishing important tasks. 
C. use a dominating leadership style. 
D. be a natural, charismatic leader who can easily persuade people to consider his ideas.
Answer: A 
63. Initiating structure is related to _____ productivity and _____ job satisfaction. 
A. low; high 
B. high; high 
C. low; low 
D. high; low
Answer: D 
64. Consideration has been related to _____ job satisfaction and _____ productivity in some situations. 
A. low; low 
B. high; low 
C. low; high 
D. high; high
Answer: B 
65. Theories that focus on how a particular situation influences a leader's effectiveness are called _____ theories of leader effectiveness. 
A. behavioral 
B. trait 
C. situational or contingency 
D. dispositional
Answer: C 
66. Daniel believes that a leader's effectiveness is not due to a particular combination of personality traits but is instead affected by situational factors.  Daniel's beliefs are most consistent with _____ theories of leader effectiveness. 
A. dispositional 
B. situational (or contingency) 
C. trait 
D. behavioral
Answer: B 
67. Leaders who have a high need for power, who are extremely self-confident, who have highly developed interpersonal skills, and who believe strongly in a particular cause are termed _____ leaders. 
A. "considerate" 
B. "charismatic" 
C. "ergonomic" 
D. "initiating"
Answer: B 
68. A model of leadership that emphasizes the interaction between supervisors and subordinates is called the: 
A. charismatic model of leadership. 
B. trait model of leadership. 
C. situational theory of leadership. 
D. leader-member exchange model of leadership.
Answer: D 
69. Nicole is a organizational psychologist who has been hired as a consultant at Empire Building Corporation. For a few weeks, she carefully observes the day-to-day interactions among managers and workers, seeking to find out which workers make up the "in-group" and which workers fall into the "out-group" for each manager. Nicole probably subscribes to the _____ model of leadership. 
A. trait 
B. leader-member exchange 
C. situational 
D. contingency
Answer: B 
70. When subordinates try to exert influence on their supervisors, such as to convince their supervisor to promote them, which type of tactic is MOST likely to be successful? 
A. bargaining 
B. assertiveness 
C. rational persuasion 
D. flattery and ingratiation
Answer: C 
71. To investigate who in a particular group is likely to emerge as the leader, researchers give a group of individuals a problem to solve or a topic to discuss and then observe what happens in the group.  This strategy is called: 
A. a work sample procedure. 
B. the jigsaw group technique. 
C. a leaderless group discussion. 
D. a situational exercise.
Answer: C 
72. Dr. Rosenstein has conducted extensive research on leader emergence, and like other researchers in this area of I/O psychology, he has found that several personal qualities are related to leader emergence.  Which of the following is NOT one of those qualities? 
A. aggressiveness 
B. decisiveness 
C. introversion 
D. dominance
Answer: C 
73. The terms telework or telecommuting are phrases that mean: 
A. using telephone solicitors to canvass an entire city or region for potential customers. 
B. using satellite technology to maintain constant contact with the main corporate offices. 
C. holding a conference in which employees at multiple locations can participate via cable or satellite hookups. 
D. working at home for a company.
Answer: D 
74. From the employee's perspective, a key advantage of telework or telecommuting is: 
A. not having to commute to the office or workplace. 
B. maintaining constant contact with the main corporate offices via satellite and global positioning technology. 
C. being able to discuss an issue with employees at multiple locations via cable or satellite hookups. 
D. interacting only with customers who respond to the automated message.
Answer: A 
75. From the employer's perspective, a key advantage of telework or telecommuting is: 
A. the reduced costs of not having to rent or provide an office for an employee. 
B. it allows employees at multiple locations the opportunity to interact in solving problems. 
C. having constant contact with technical support personnel at remote job sites. 
D. that time spent on customer follow-ups is limited to only those customers who respond to the automated message.
Answer: A 
76. From the employer's perspective, a key advantage of telework or telecommuting is: 
A. the reduced costs of not having to rent or provide an office for an employee. 
B. it allows employees at multiple locations the opportunity to interact in solving problems. 
C. having constant contact with technical support personnel at remote job sites. 
D. that time spent on customer follow-ups is limited to only those customers who respond to the automated message.
Answer: A 
77. According to federal laws on wire tapping that protect the privacy of electronic communication, such as e-mail, Internet usage, or telephone calls: 
A. businesses may not record or intercept an employee's electronic communications without the employee's permission. 
B. corporations with more than 50 employees may not record or intercept an employee's electronic communications without the employee's permission, but small businesses are exempt from this law. 
C. businesses have the right to intercept any electronic communication that occurs in the ordinary course of business. 
D. businesses have the right to monitor Internet usage, but need the employee's permission to intercept telephone calls or e-mail.
Answer: C