Sgt Answers Comp. PDF

Return to Table of Contents ANSWERS AFSCME ANSWERS FOP CBA ANSWERS HOW TO WIN FRIENDS ANSWERS THE LEADERSHIP CHALLENGE ANSWERS Multiple Choice Test on Collective Bargaining Agreement Between the CITY OF HOLLYWOOD and AFSCME General Local 2432 10/01/22 – 9/30/25 Article 7: Employer Rights 1. According to Article 7, what is one of the rights of the Employer? o A) Set the salaries of Employees o B) Unilaterally determine the purpose of each of its constituent agencies o C) Automatically terminate Employees without cause o D) Allow Employees to take disciplinary action on their own Answer: B) Unilaterally determine the purpose of each of its constituent agencies Origin: Article 7, Page 10 Article 9: Union Business 2. How many hours per fiscal year is the Local Union President allowed off with pay for Union Business? o A) 200 hours o B) 416 hours o C) 520 hours o D) 360 hours Answer: B) 416 hours Origin: Article 9.1, Page 12 3. What must the Union President do before attending a meeting for Union Business? o A) Submit a formal request to the City Commission o B) Obtain approval from the Division Head o C) Notify their supervisor and the Office of Human Resources o D) Arrange for a replacement during their absence Answer: C) Notify their supervisor and the Office of Human Resources Origin: Article 9.1, Page 12 4. How many days off without pay are two Union members allowed each calendar year to attend Union functions? o A) 5 days o B) 15 days o C) 10 days o D) 20 days Answer: C) 10 days Origin: Article 9.2, Page 12 5. How many members are allowed on the Union bargaining team during negotiations? o A) Five o B) Seven o C) Ten o D) Four Answer: B) Seven Origin: Article 9.3, Page 12 Article 10: Union Stewards 6. How many Union Stewards will the City recognize from the Bargaining Unit? o A) 5 o B) 12 o C) 10 o D) 15 Answer: C) 10 Origin: Article 10.1, Page 13 7. Who must be notified in writing immediately if there is a change in the designated Stewards or Chief Steward? o A) City Manager o B) Mayor o C) Director of Human Resources o D) Union President Answer: C) Director of Human Resources Origin: Article 10.1, Page 13 8. What is required before a Steward or Chief Steward can investigate and discuss grievances during working hours? o A) Permission from the Division Head or designee o B) A formal written request o C) Approval from the City Commission o D) Consent from the Union President Answer: A) Permission from the Division Head or designee Origin: Article 10.2, Page 13 9. How many Union representatives are allowed to process a grievance during the Steward's working hours until the grievance reaches Step 2/3? o A) Two o B) Three o C) One o D) None Answer: C) One Origin: Article 10.3, Page 13 10. What happens when a grievance reaches Step 2/3 in terms of Union representation? o A) Only the Chief Steward may participate o B) The Steward processes the grievance alone o C) Both the Chief Steward and Steward may participate o D) No Union representative is allowed to participate Answer: C) Both the Chief Steward and Steward may participate Origin: Article 10.3, Page 13 Article 12: Temporary Assignments and Vacant Positions 11. If an employee is assigned to temporarily assume the majority of duties and responsibilities of an incumbent employee with a classification of a higher pay grade, what increase will they receive in their adjusted base rate of pay? o A. 3% o B. 5% o C. 7% o D. 10% Answer: B. 5% Origin: Article 12.1, Page 15 12. What is the minimum duration of a temporary assignment for an employee to be evaluated by the City and the Union? o A. 60 days o B. 90 days o C. 120 days o D. 150 days Answer: B. 90 days Origin: Article 12.1, Page 15 13. In the event an employee is assigned to work in a vacant position within a classification of a higher pay grade, what increase will they receive in their adjusted base rate of pay? o A. 3% o B. 5% o C. 7% o D. 10% Answer: B. 5% Origin: Article 12.2, Page 15 14. If an employee is assigned to temporarily assume the duties of an incumbent employee with a higher pay grade outside of the Bargaining Unit, what increase will they receive if moved to a Professional classification? o A. 5% o B. 10% o C. 15% o D. 20% Answer: B. 10% Origin: Article 12.3, Page 16 15. How long can a vacant position within a Civil Service classification be staffed by assignment before being evaluated for permanent filling? o A. 90 days o B. 120 days o C. 150 days o D. 180 days Answer: B. 120 days Origin: Article 12.4, Page 16 Article 14: Workweek and Compensation 16. For Beach Safety employees assigned to a higher classification for one full shift on a recurring basis, what assignment pay percentage will they receive? o A. 3% o B. 5% o C. 7% o D. 10% Answer: B. 5% Origin: Article 12.5, Page 16 17. Community Service Officers assigned to Traffic Homicide duties will receive what percentage increase above their adjusted base rate of pay? o A. 3% o B. 5% o C. 7% o D. 10% Answer: B. 5% Origin: Article 12.6, Page 16 18. Regularly scheduled part-time employees who have worked seasonal assignments will return to what position after completing the seasonal appointment? o A. A new full-time position o B. Their previous regularly scheduled part-time position o C. A different part-time position o D. A temporary position Answer: B. Their previous regularly scheduled part-time position Origin: Article 12.7, Page 16 19. Lead workers in charge of a crew or work unit consisting of at least how many employees, other than the designated lead worker, will receive additional compensation? o A. One o B. Two o C. Three o D. Four Answer: B. Two Origin: Article 12.8, Page 17 20. The normal workweek for all full-time employees shall consist of how many hours? o A. 35 hours o B. 38 hours o C. 40 hours o D. 42 hours Answer: C. 40 hours Origin: Article 14.1, Page 17 21. How much notice shall be given to employees if there is a change in the work schedule? o A. 5 to 7 working days o B. 8 to 10 working days o C. 11 to 13 working days o D. 14 to 16 working days Answer: B. 8 to 10 working days Origin: Article 14.2, Page 17 22. What is the minimum guarantee of pay for an employee who is called into work outside of their normal work schedule? o A. 1 hour o B. 2 hours o C. 3 hours o D. 4 hours Answer: B. 2 hours Origin: Article 14.5, Page 22 23. Compensatory time may be accumulated up to how many hours? o A. 40 hours o B. 60 hours o C. 80 hours o D. 100 hours Answer: C. 80 hours Origin: Article 14.8, Page 23 24. How many hours of pay will employees assigned to standby in the Public Utilities Department receive in addition to their normal pay? o A. 3 hours o B. 4 hours o C. 5 hours o D. 6 hours Answer: B. 4 hours Origin: Article 14.12.f, Page 25 25. What happens if an employee's request for compensatory time is not scheduled within 180 days? o A. The request is denied o B. The employee receives a payout at the appropriate rate o C. The employee must reschedule o D. The time is forfeited Answer: B. The employee receives a payout at the appropriate rate Origin: Article 14.8, Page 23 Article 16: Voluntary Demotions/Lateral Transfers 26. What must an employee submit to request a voluntary demotion or lateral transfer? o a) An oral request to the Division Head o b) A verbal acknowledgment to Human Resources o c) A written request to Human Resources o d) A written request to the Union Representative Answer: c) A written request to Human Resources Origin: Article 16.2(a), Page 28 27. What must the employee acknowledge in their written request for a demotion? o a) That the demotion is temporary o b) That the demotion will involve a reduction in pay unless otherwise stipulated o c) That the demotion will not affect their seniority o d) That the demotion is reversible at any time Answer: b) That the demotion will involve a reduction in pay unless otherwise stipulated Origin: Article 16.2(a), Page 28 28. Who determines if an employee meets the minimum requirements for a lower- paid/lateral position? o a) The Union Representative o b) The City Manager o c) The Human Resources Director o d) The Division Head Answer: c) The Human Resources Director Origin: Article 16.2(b), Page 28 29. Can an employee holding a lower/lateral position be involuntarily bumped out of that position? o a) Yes, for any reason o b) Yes, to provide room for a voluntarily demoting/laterally transferring employee o c) No, not under any circumstances o d) No, not to provide room for a voluntarily demoting/laterally transferring employee Answer: d) No, not to provide room for a voluntarily demoting/laterally transferring employee Origin: Article 16.2(c), Page 28 30. Who has the authority to approve or disapprove a voluntary demotion/lateral transfer? o a) The Union o b) The Division Head o c) The City Manager o d) The Mayor Answer: b) The Division Head Origin: Article 16.2(d), Page 28 31. How long is the probationary period for an employee who has not previously served a probationary period in the new position they are transferring into? o a) 3 months o b) 6 months o c) 12 months o d) No probationary period is required Answer: b) 6 months Origin: Article 16.2(e), Page 28 32. Can employees in the Professional, Supervisory, Police, Fire, Confidential, Executive, or Management positions bump into any positions in the General Employees Unit? o a) Yes, at any time o b) Yes, but only with seniority o c) No, they must only be demoted or transferred into a vacant position with zero seniority o d) No, they cannot be transferred under any circumstances Answer: c) No, they must only be demoted or transferred into a vacant position with zero seniority Origin: Article 16.2(f), Page 28 33. Can a voluntarily demoting employee apply for a higher-paid position immediately after demotion? o a) Yes, if they have seniority o b) Yes, but only with Union approval o c) No, they must compete in the regular promotional examination o d) No, they can never apply for a higher-paid position again Answer: c) No, they must compete in the regular promotional examination Origin: Article 16.4, Page 29 34. Who will be notified of all Bargaining Unit member changes in status, including personnel changes? o a) The employee's immediate supervisor o b) The Union o c) The Division Head o d) The City Manager Answer: b) The Union Origin: Article 16.5, Page 29 35. Are the provisions of Section 16.2(d) grievable and arbitrable? o a) They are grievable but not arbitrable o b) They are arbitrable but not grievable o c) They are neither grievable nor arbitrable o d) They are both grievable and arbitrable Answer: a) They are grievable but not arbitrable Origin: Article 16.6, Page 29 Article 17: Performance Review 36. How long is the Original Probationary Period for newly hired employees? o a) 6 months o b) 12 months o c) 18 months o d) 24 months Answer: b) 12 months Origin: Article 17.1, Page 29 37. What happens if an employee is rated as "Unsatisfactory" at the end of their probationary period? o a) They are given another 6 months to improve o b) They are dismissed from employment o c) They receive a pay reduction o d) They are transferred to a different position Answer: b) They are dismissed from employment Origin: Article 17.1, Page 29 38. Will there be a merit pay increase during the duration of this Agreement? o a) Yes, annually o b) Yes, every six months o c) No, there will be no merit pay increase o d) Yes, only for satisfactory employees Answer: c) No, there will be no merit pay increase Origin: Article 17.2, Page 29 39. What must happen to an employee who receives an "Unsatisfactory" evaluation? o a) They must be dismissed immediately o b) They must be re-evaluated within 90 days o c) They must be promoted o d) They must receive a merit pay increase Answer: b) They must be re-evaluated within 90 days Origin: Article 17.6, Page 30 40. Can an employee appeal their performance review through the grievance or arbitration procedure? o a) Yes, for all performance reviews o b) Yes, but only after two consecutive unsatisfactory reviews o c) No, they cannot appeal through grievance or arbitration o d) Yes, but only to the Union Representative Answer: c) No, they cannot appeal through grievance or arbitration Origin: Article 17.7, Page 31 Article 44: Workers' Compensation and Supplemental Compensation 41. Under Article 44, how many consecutive weeks does an employee receive a full paycheck while in workers' compensation status? o a) 10 weeks o b) 13 weeks o c) 26 weeks o d) 35 weeks Answer: b) 13 weeks Origin: Article 44.1, Page 97 42. If an employee is unable to return to work after 13 weeks, who reviews the situation? o a) The Department Head o b) The City Manager or designee o c) The Employee's Supervisor o d) The Human Resources Director Answer: b) The City Manager or designee Origin: Article 44.1, Page 97 43. What is the maximum number of weeks an employee can receive Supplemental Compensation if an extension is granted? o a) 13 weeks o b) 26 weeks o c) 35 weeks o d) 52 weeks Answer: c) 35 weeks Origin: Article 44.1, Page 97 44. How many days in advance must an employee submit a written request for an extension beyond the 26-week period? o a) 7 days o b) 10 days o c) 14 days o d) 21 days Answer: c) 14 days Origin: Article 44.1, Page 97 45. Who has the final decision on whether to grant or deny an additional extension beyond the 26-week eligibility period? o a) The Employee's Supervisor o b) The City Manager or designee o c) The Human Resources Director o d) The City Physician Answer: b) The City Manager or designee Origin: Article 44.1, Page 97 46. Can the decision to deny an extension beyond the 26-week period be appealed through the grievance procedure? o a) Yes o b) No Answer: b) No Origin: Article 44.1, Page 97 47. During the 13-week, 26-week, or 35-week eligibility period, what happens if an employee needs to attend a required workers' compensation doctor visit? o a) The employee must use accrued or unpaid time o b) The employee is paid regular pay for time missed o c) The employee must take unpaid leave o d) The employee must make up the time missed Answer: b) The employee is paid regular pay for time missed Origin: Article 44.1, Page 97 48. Who selects the physicians that evaluate an injured employee receiving Workers' Compensation benefits? o a) The Employee o b) The City Manager o c) The City o d) The Department Head Answer: c) The City Origin: Article 44.2, Page 97 49. What is provided to the physician to determine the employee's fitness for duty? o a) The employee's medical records o b) The employee's Position Description o c) The employee's performance reviews o d) The employee's job application Answer: b) The employee's Position Description Origin: Article 44.2, Page 97 50. If an employee is assigned duties outside of their normal job classification due to restrictions, at what rate of pay are they compensated? o a) A reduced rate o b) Their regular rate of pay o c) A temporary rate o d) A rate determined by the new department Answer: b) Their regular rate of pay Origin: Article 44.2, Page 97 51. Who determines the appropriate duties for an employee with restrictions based on the City physician’s evaluation? o a) The Employee's Supervisor o b) The Director of Human Resources o c) The City Manager o d) The Department Head Answer: b) The Director of Human Resources Origin: Article 44.2, Page 97 52. What action can an employee take if they disagree with the City Manager's determination to return them to work? o a) File a grievance o b) Appeal through the State of Florida Workers' Compensation Statute o c) Request a second opinion o d) Refuse to return to work Answer: b) Appeal through the State of Florida Workers' Compensation Statute Origin: Article 44.2, Page 98 53. What must the employee do if they disagree with the determination that they are no longer capable of performing their regularly assigned tasks? o a) File a grievance o b) Obtain opinions from private physicians o c) Appeal to the Department Head o d) Request a new evaluation by the City physician Answer: b) Obtain opinions from private physicians Origin: Article 44.3, Page 98 54. Who selects the third physician if there is a disagreement between the employee's private physician and the City physician? o a) The Employee o b) The City o c) The first two physicians mutually select the third physician o d) The Director of Human Resources Answer: c) The first two physicians mutually select the third physician Origin: Article 44.3, Page 98 55. What is the final and binding decision regarding an employee's capability to perform their regularly assigned tasks? o a) The decision of the third physician o b) The City Manager's decision o c) The Employee's request o d) The Department Head's recommendation Answer: a) The decision of the third physician Origin: Article 44.3, Page 98 Return to Table of Contents FOP Collective Bargaining Agreement COLLECTIVE BARGAINING AGREEMENT (CBA) Question 1: According to Article 1, who does the City of Hollywood recognize as the exclusive bargaining representative for sworn full-time Police Officers? A) The Assistant Chief of Police B) The Fraternal Order of Police, Lodge #24 C) The Chief of Police D) The City Manager Answer: B) The Fraternal Order of Police, Lodge #24 Source: Article 1, Section 1.2, Page 1 Question 2: What is the maximum number of hours per year that a member of the bargaining unit can donate to a "time pool" for Union use? A) 5 hours B) 8 hours C) 10 hours D) 12 hours Answer: B) 8 hours Source: Article 5, Section 5.2, Page 5 Question 3: In the event of a death in the immediate family, how many hours of bereavement leave is an employee entitled to? A) 24 hours B) 32 hours C) 40 hours D) 48 hours Answer: C) 40 hours Source: Article 28, Section 28.1, Page 41 Question 4: According to the CBA, what percentage increase in base rate of pay is given to members assigned to the midnight shift (Alpha Shift)? A) 2.5% B) 3% C) 4% D) 5% Answer: D) 5% Source: Article 20, Section 20.3(a), Page 30 Question 5: What is the maximum number of hours of annual leave that can be redeemed by a Bargaining Unit member each year? A) 30 hours B) 40 hours C) 50 hours D) 60 hours Answer: B) 40 hours Source: Article 26, Section 26.3, Page 37 Question 6: What is the duration of the probationary period for newly hired employees in the Bargaining Unit? A) 6 months B) 12 months C) 18 months D) 24 months Answer: B) 12 months Source: Article 33, Section 33.1, Page 47 Question 7: How often are promotional examinations administered for employees seeking promotional positions within the Bargaining Unit? A) Every year B) Every 18 months C) Every two years D) Every three years Answer: C) Every two years Source: Article 9, Section 9.2(a), Page 9 Question 8: Which of the following is NOT included in the definition of "earnings" for Group One Restored Members under the pension benefits? A) Overtime pay B) Longevity pay C) Payments for unused sick time D) Assignment pay Answer: C) Payments for unused sick time Source: Article 37, Section 37.3(a)(ii), Page 51 Question 9: What is the minimum call-out rate for members of the Bargaining Unit who are called out to work outside of their normal working hours? A) One hour B) Two hours C) Three hours D) Four hours Answer: C) Three hours Source: Article 12, Section 12.6, Page 15 Question 10: How many days' notice is required for altering work schedules, excluding emergencies, to reduce overtime? A) Two days B) Three days C) Five days D) Seven days Answer: C) Five days Source: Article 12, Section 12.8, Page 16 Question 11: Under what condition can a member of the Bargaining Unit keep their service weapon after retirement? A) After completing 10 years of service B) If they retire in good standing C) If they purchase the weapon from the City D) After serving as a Sergeant Answer: B) If they retire in good standing Source: Article 27, Section 27.14, Page 40 Question 12: What is the minimum number of consecutive calendar days of leave that would cause a pro-rated payment of specialty unit assignment pay? A) 30 days B) 45 days C) 60 days D) 90 days Answer: B) 45 days Source: Article 20, Section 20.5, Page 31 Question 13: What percentage increase above their base rate do members assigned to a higher rank for less than 30 days receive? A) 5% B) 7% C) 10% D) 12% Answer: B) 7% Source: Article 21, Section 21.1, Page 32 Question 14: According to the CBA, how many hours of pay is granted for bereavement leave in the event of a death in the immediate family? A) 24 hours B) 32 hours C) 40 hours D) 48 hours Answer: C) 40 hours Source: Article 28, Section 28.1, Page 41 Question 15: What is the amount of monthly uniform maintenance allowance provided to non-uniform duty members required to wear business attire? A) $50 B) $75 C) $100 D) $125 Answer: C) $100 Source: Article 27, Section 27.10, Page 39 Question 16: How many additional paid workdays for wellness are offered to employees beginning January 1, 2023? A) One B) Two C) Three D) Four Answer: B) Two Source: Article 46, Section 46.6, Page 68 Question 17: According to the CBA, who has the authority to suspend the use of a take-home vehicle? A) The Mayor B) The Chief of Police C) The City Manager D) The Union President Answer: B) The Chief of Police Source: Article 40, Section 40.4, Page 62 Question 18: What is the maximum number of hours of sick leave that can be carried over upon entering the DROP? A) 20 hours B) 30 hours C) 40 hours D) 50 hours Answer: C) 40 hours Source: Article 29, Section 29.4, Page 42 Question 19: Which of the following is a reason for which an employee may request a leave of absence without pay? A) Personal sickness B) Vacation C) Promotion D) Performance evaluation Answer: A) Personal sickness Source: Article 24, Section 24.1, Page 35 Question 20: How many days in advance must a request for Union convention leave be made? A) Two days B) Three days C) Five days D) Seven days Answer: C) Five days Source: Article 5, Section 5.1, Page 5 Question 21: What is the maximum number of hours that members of the Bargaining Unit can donate to the Union time pool? A) 4 hours B) 6 hours C) 8 hours D) 10 hours Answer: C) 8 hours Source: Article 5, Section 5.2, Page 5 Question 22: Under the CBA, which document governs the pension benefits for police officers? A) The State Pension Act B) The City Charter C) Chapter 33 of the Code of Ordinances D) The FOP Guidelines Answer: C) Chapter 33 of the Code of Ordinances Source: Article 37, Section 37.1, Page 51 Question 23: How much paid leave is granted for employees who are commissioned reserve officers ordered to military service? A) 120 hours B) 180 hours C) 200 hours D) 240 hours Answer: D) 240 hours Source: Article 17, Section 17.2, Page 27 Question 24: What is the face amount of the term life insurance policy provided to employees at no cost during active employment? A) $50,000 B) $75,000 C) $100,000 D) $150,000 Answer: C) $100,000 Source: Article 47, Page 69 Question 25: How many days in advance must the City notify the Union of changes in the payroll deduction of dues? A) 15 days B) 20 days C) 30 days D) 45 days Answer: C) 30 days Source: Article 4, Section 4.3, Page 4 Question 26: Who has the authority to administer promotional examinations? A) The City Manager B) The Chief of Police C) The Civil Service System of the City D) The Union President Answer: C) The Civil Service System of the City Source: Article 9, Section 9.1, Page 9 Question 27: How many hours of holiday pay or time do members receive for each designated holiday? A) 8 hours B) 10 hours C) 12 hours D) 14 hours Answer: B) 10 hours Source: Article 30, Section 30.2, Page 43 Question 28: What is the maximum vacation hours an employee with over 21 years of continuous service can earn annually? A) 180 hours B) 200 hours C) 220 hours D) 240 hours Answer: C) 220 hours Source: Article 26, Section 26.1, Page 37 Question 29: What is the consequence for an employee who participates in or promotes a strike, work stoppage, or job action? A) Suspension B) Demotion C) Discharge D) Fine Answer: C) Discharge Source: Article 10, Section 10.3, Page 11 Question 30: Who must approve the use of compensatory time for it to be utilized by an employee? A) The City Manager B) The Chief of Police C) The Union President D) The Mayor Answer: B) The Chief of Police Source: Article 12, Section 12.9(b), Page 16 Question 31: What is the maximum number of years a Group Three Member can participate in the DROP plan? A) 5 years B) 6 years C) 7 years D) 8 years Answer: D) 8 years Source: Article 37, Section 37.3(c)(vii), Page 54 Question 32: According to the CBA, what is the deadline for resubmitting an appeal if a grievance is not resolved at Step 2? A) 3 days B) 5 days C) 7 days D) 10 days Answer: B) 5 days Source: Article 15, Section 15.3, Step 3, Page 22 Question 33: How many members can serve on the Labor-Management Committee as designated by the Chief of Police? A) 2 B) 3 C) 4 D) 5 Answer: C) 4 Source: Article 8, Section 8.1, Page 8 Question 34: How often will the City furnish the Union with a complete roster of the Bargaining Unit? A) Quarterly B) Semi-annually C) Annually D) Monthly Answer: B) Semi-annually Source: Article 41, Section 41.2, Page 63 Question 35: According to the CBA, what happens if the parties fail to agree on the statement of the grievance to be submitted to the arbitrator? A) The grievance is dismissed B) The arbitrator decides on their own C) The written statement from Step 2 is used D) The grievance is renegotiated Answer: C) The written statement from Step 2 is used Source: Article 15, Section 15.7, Page 23 Question 36: How long can an employee be granted a leave of absence without pay at the discretion of the Chief of Police? A) 60 days B) 90 days C) 120 days D) 180 days Answer: C) 120 days Source: Article 24, Section 24.2, Page 35 Question 37: What is the maximum seniority credits an employee can accumulate for the purpose of calculating retirement benefits? A) 20 years B) 25 years C) 30 years D) 35 years Answer: A) 20 years Source: Article 9, Section 9.3, Page 9 Return to Table of Contents How to Win Friends & Influence People 1 How to Win Friends & Influence People 1: “If You Want to Gather Honey, Don’t Kick Over the Beehive” 1. What did “Two Gun” Crowley write in his letter while being cornered by the police? A) "I deserve this for my crimes." B) "Under my coat is a weary heart, but a kind one—one that would do nobody any harm." C) "I am guilty, and I repent." D) "This is what I get for defending myself." Answer: B (Page 3) 2. What was the attitude of “Two Gun” Crowley and other criminals like Al Capone and Dutch Schultz towards their actions? A) They fully accepted their guilt. B) They justified their actions and did not blame themselves. C) They were remorseful and repentant. D) They sought forgiveness from their victims. Answer: B (Pages 4-5) 3. According to the text, why is criticism often futile? A) It is usually misunderstood. B) It leads to immediate change. C) It wounds a person’s pride and arouses resentment. D) It helps to improve relationships. Answer: C (Page 5) 4. How did George B. Johnston change his approach to enforcing safety regulations? A) By being more authoritative. B) By ignoring non-compliance. C) By asking if the hats were uncomfortable and reminding workers of the importance of safety. D) By imposing stricter penalties. Answer: C (Page 6) 5. What lesson did Abraham Lincoln learn from the incident with James Shields? A) To never criticize anyone again. B) To be more open in his criticism. 2 C) To avoid conflict at all costs. D) To continue ridiculing others when necessary. Answer: A (Page 8) 6. What did Lincoln often refrain from doing during the Civil War, despite his frustration? A) Criticizing his generals openly. B) Leading the army himself. C) Firing his generals immediately. D) Giving up on the war effort. Answer: A (Page 9) 7. Why did Lincoln decide not to send the letter of criticism to General Meade? A) He realized it would make Meade justify himself and impair his usefulness. B) He forgot about it. C) He believed Meade would not understand it. D) He didn’t think it was important. Answer: A (Page 10) 8. What did Lincoln learn from his experience with harsh criticism? A) Criticism is effective when delivered properly. B) Sharp criticisms almost invariably end in futility. C) Criticism should be given frequently. D) Criticism builds stronger relationships. Answer: B (Page 11) 9. According to the text, what is the best approach when wanting to change someone? A) Criticize them openly. B) Improve yourself first. C) Offer rewards for good behavior. D) Point out their flaws directly. Answer: B (Page 12) 10. What does the principle “Don’t criticize, condemn or complain” emphasize? A) The importance of speaking up. B) The effectiveness of positive reinforcement. C) The value of understanding others instead of judging them. D) The necessity of addressing problems directly. Answer: C (Page 16) 3 2: "The Big Secret of Dealing with People" 1. What is the only way to get someone to do something? A) By giving them orders B) By making them want to do it C) By offering them money D) By threatening them Answer: B (Page 17) 2. According to Sigmund Freud, what are the two primary motives behind everything people do? A) Love and money B) Power and respect C) The sex urge and the desire to be great D) Health and happiness Answer: C (Page 17) 3. What did John Dewey describe as the deepest urge in human nature? A) The desire for wealth B) The desire to be important C) The need for companionship D) The need for security Answer: B (Page 17) 4. Which of the following is one of the chief distinguishing differences between mankind and animals, according to Carnegie? A) Intelligence B) The desire for a feeling of importance C) Ability to communicate D) Physical strength Answer: B (Page 18) 5. Why did Rockefeller build a modern hospital in Peking, China? A) To make a profit B) To gain a feeling of importance C) To help his business grow D) To fulfill a family obligation Answer: B (Page 19) 4 6. What does Carnegie say about flattery? A) It is an effective way to win friends B) It is a dangerous tool that can backfire C) It is the same as appreciation D) It is always welcomed by people Answer: B (Page 26) 7. According to Carnegie, what did Charles Schwab believe was his greatest asset in dealing with people? A) His technical knowledge B) His ability to criticize effectively C) His ability to arouse enthusiasm among people D) His financial acumen Answer: C (Page 22) 8. What did Andrew Carnegie want to be inscribed on his tombstone? A) "Here lies a great businessman" B) "Here lies a man who knew how to get around him men who were cleverer than himself" C) "Here lies a generous philanthropist" D) "Here lies a man of great importance" Answer: B (Page 23) 9. What is the difference between appreciation and flattery according to Carnegie? A) Appreciation is insincere, flattery is sincere B) Appreciation is selfless, flattery is selfish C) Appreciation is easy, flattery is difficult D) There is no difference Answer: B (Page 26) 10. What did King George V have displayed in his study at Buckingham Palace? A) Portraits of his ancestors B) A set of six maxims, including one about cheap praise C) His royal scepter and crown D) A map of the British Empire Answer: B (Page 27) 5 3: "He Who Can Do This Has the Whole World with Him. He Who Cannot Walks a Lonely Way" 1. What analogy does Dale Carnegie use to explain the concept of appealing to others' interests? A) Fishing with strawberries and cream B) Fishing with worms C) Baiting a hook with chocolate D) Hunting with a net Answer: B (Page 30) 2. What does Lloyd George attribute his political success to during World War I? A) His military strategies B) His ability to address the nation's economic issues C) His skill in baiting the hook to suit the fish D) His speeches Answer: C (Page 30) 3. According to Carnegie, what is the only way on earth to influence other people? A) By criticizing them B) By talking about what you want C) By talking about what they want and showing them how to get it D) By ignoring their needs Answer: C (Page 31) 4. Which example does Carnegie use to illustrate how to persuade children not to smoke? A) Telling them about the health risks B) Showing them that smoking might prevent them from achieving their athletic goals C) Offering them money D) Scaring them with stories Answer: B (Page 31) 5. What mistake did Ralph Waldo Emerson and his son make when trying to get a calf into the barn? A) They offered the calf the wrong food B) They only thought about what they wanted C) They used the wrong equipment 6 D) They scared the calf Answer: B (Page 31) 6. What advice does Harry A. Overstreet give about persuading others? A) Use force if necessary B) Always talk about your own needs C) Arouse in the other person an eager want D) Avoid conflict Answer: C (Page 31) 7. What did Andrew Carnegie offer in his letter to his nephews to prompt a quick response? A) A heartfelt apology B) A promise of a visit C) A mention of sending them money D) A stern warning Answer: C (Page 32) 8. How did Stan Novak persuade his son Tim to be excited about starting kindergarten? A) By forcing him to go B) By punishing him C) By showing him all the fun activities he would do in kindergarten D) By offering him a reward Answer: C (Page 32) 9. When Dale Carnegie faced a rent increase for the ballroom, how did he approach the hotel manager? A) He demanded a reduction B) He threatened to sue C) He discussed the advantages and disadvantages from the manager’s perspective D) He walked away from the negotiation Answer: C (Page 33) 10. What does Henry Ford identify as the "secret of success"? A) Hard work B) Seeing things from the other person's point of view C) Being persistent D) Innovation Answer: B (Page 34) 7 1: "Do This and You’ll Be Welcome Anywhere" 1. Why does Carnegie suggest studying the technique of a dog to win friends? A) Because dogs are skilled in communication. B) Because dogs are naturally affectionate without ulterior motives. C) Because dogs are hard workers. D) Because dogs are highly intelligent. Answer: B (Page 51) 2. According to Carnegie, what is the only animal that doesn’t have to work for a living? A) Canary B) Cow C) Hen D) Dog Answer: D (Page 51) 3. What lesson did Tippy, Carnegie's dog, teach about making friends? A) It’s important to impress others. B) Genuine interest in others is the key to making friends. C) Understanding psychology is crucial. D) Being distant and aloof attracts people. Answer: B (Page 52) 4. What was the most frequently used word in telephone conversations according to a study by the New York Telephone Company? A) “You” B) “Hello” C) “We” D) “I” Answer: D (Page 52) 5. What did Alfred Adler claim was the greatest difficulty in life? A) Lack of intelligence B) Poor health C) Not being interested in fellow men D) Lack of wealth Answer: C (Page 52) 8 6. What did the editor of a leading magazine believe was crucial for an author to be successful? A) Superior knowledge of the subject B) Good grammar and syntax C) A genuine liking for people D) A large vocabulary Answer: C (Page 53) 7. What did Howard Thurston believe was one of the keys to his success as a magician? A) Superior magical skills B) A genuine interest in his audience C) Extensive education D) Having a large team of assistants Answer: B (Page 54) 8. What did Theodore Roosevelt’s valet, James E. Amos, describe about Roosevelt’s character? A) His strict nature B) His disregard for others C) His genuine interest in humble people D) His ambition to be powerful Answer: C (Page 55) 9. How did the owner of the drugstore in Hingham decide to give double the usual order to the salesperson? A) The salesperson was offering a discount. B) The salesperson was genuinely interested in the staff. C) The salesperson offered a new product. D) The salesperson insisted on selling more products. Answer: B (Page 56) 10. What principle does Carnegie emphasize as essential for developing real friendships? A) Impressing others with achievements B) Becoming genuinely interested in other people C) Knowing more about others than they know about you D) Offering gifts and favors Answer: B (Page 61) 9 2: "A Simple Way to Make a Good First Impression" 1. What does Carnegie suggest is more important than the clothes one wears on their back? A) The jewelry one wears B) The expression one wears on their face C) The shoes one wears D) The hairstyle one has Answer: B (Page 63) 2. According to Carnegie, what was one of the key factors in Charles Schwab’s extraordinary success? A) His business acumen B) His wealth C) His captivating smile D) His education Answer: C (Page 63) 3. What does a smile communicate, according to the text? A) "I like you. You make me happy. I am glad to see you." B) "I am neutral about you." C) "I don't care about you." D) "I am upset with you." Answer: A (Page 63) 4. Why do dogs tend to make such a positive impression on people? A) Because they are quiet B) Because they ignore people C) Because they show excitement when they see people D) Because they are well-trained Answer: C (Page 63) 5. What effect did the baby’s smile have in the veterinarian’s waiting room? A) It annoyed the other patients B) It caused more tension C) It transformed the atmosphere from tense to pleasant D) It made people leave the room Answer: C (Page 64) 10 6. What does Carnegie say about the sincerity of a smile? A) Any smile is effective B) An insincere smile doesn’t fool anyone and is resented C) A mechanical smile is enough D) A smile is not necessary for good communication Answer: B (Page 64) 7. What advice does Carnegie give about smiling on the telephone? A) Smiling is unnecessary B) Smiling can make your voice sound more pleasant C) Smiling is not noticed over the phone D) Smiling should only be done in person Answer: B (Page 64) 8. Why did Robert Cryer believe the Ph.D. candidate chose his company over others? A) His company offered more money B) His company had a better reputation C) He spoke warmly and sincerely over the phone D) His company had a better location Answer: C (Page 65) 9. What was the impact of William B. Steinhardt’s decision to start smiling more? A) It made no difference B) It brought more happiness into his life and his marriage C) It made him feel awkward D) It caused confusion at his workplace Answer: B (Page 66) 10. According to William James, what is the sovereign voluntary path to cheerfulness? A) Waiting for happiness to come naturally B) Acting as if you are already happy C) Focusing on negative thoughts D) Ignoring your feelings altogether Answer: B (Page 67) 11 3: "If You Don’t Do This, You Are Headed for Trouble" 1. What tragic event occurred in Rockland County, New York, that led to Jim Farley going to work in a brickyard? A) The death of his father B) A severe storm C) The closure of the local school D) A factory explosion Answer: A (Page 70) 2. What ability did Jim Farley develop that significantly contributed to his success in politics? A) Public speaking B) Writing letters C) Remembering people's names D) Organizing events Answer: C (Page 71) 3. How many people could Jim Farley call by their first names according to his own account? A) 10,000 B) 25,000 C) 50,000 D) 100,000 Answer: C (Page 71) 4. What was one of Andrew Carnegie's key strategies for winning cooperation from others? A) Offering financial incentives B) Remembering and honoring people's names C) Giving speeches D) Writing books Answer: B (Page 74) 5. How did Andrew Carnegie ensure that J. Edgar Thomson would buy steel rails from him? A) He offered a huge discount B) He named his steel mill after Thomson C) He provided faster delivery 12 D) He promised future partnerships Answer: B (Page 74) 6. What did Jim Farley do before Roosevelt's campaign to build relationships with people across the western states? A) Sent them gifts B) Wrote them personal letters C) Held large rallies D) Published articles in newspapers Answer: B (Page 72) 7. What impact did Karen Kirsch’s habit of learning passengers’ names have on her airline’s reputation? A) It led to fewer complaints B) It increased ticket sales C) It made the airline feel more personalized D) It decreased flight delays Answer: C (Page 75) 8. According to Benton Love, why is remembering people's names crucial in a large corporation? A) It makes employees feel valued B) It increases productivity C) It simplifies communication D) It helps in managing resources Answer: A (Page 75) 9. What technique did Napoleon III use to remember people’s names? A) He wrote them down and reviewed them later B) He used mnemonic devices C) He delegated it to his staff D) He associated names with physical features Answer: A (Page 77) 10. What lesson did the man in General Motors cafeteria teach by using the server's name? A) It made the service faster B) It improved the quality of his meal C) It changed the server's attitude towards him 13 D) It gave him a discount Answer: C (Page 77) 4: "An Easy Way to Become a Good Conversationalist" 1. What did the woman at the bridge party want from Dale Carnegie? A) To discuss his travels in Europe B) To share her experiences from Africa C) To learn about Lowell Thomas D) To ask for advice on bridge playing Answer: B (Page 80) 2. Why did the botanist at the dinner party think Dale Carnegie was a “most interesting conversationalist”? A) Because Carnegie knew a lot about botany B) Because Carnegie listened intently and encouraged him to talk C) Because Carnegie shared many of his own experiences D) Because Carnegie ignored everyone else at the party Answer: B (Page 81) 3. According to former Harvard president Charles W. Eliot, what is key to a successful business interview? A) Knowing the subject matter thoroughly B) Exclusive attention to the person speaking C) Making persuasive arguments D) Being well-dressed Answer: B (Page 81) 4. What almost caused Mrs. Henrietta Douglas to stop shopping at her regular department store? A) High prices B) Poor product quality C) A sales clerk’s refusal to listen to her complaint D) Unfriendly service Answer: C (Page 82) 5. What did the telephone company’s “troubleshooter” do that eventually led to resolving the difficult customer’s grievances? A) Argued with the customer B) Listened patiently and sympathetically 14 C) Offered a large discount D) Referred the case to a higher authority Answer: B (Page 83) 6. How did Julian F. Detmer resolve the issue with the angry customer who came to his office? A) By threatening legal action B) By listening patiently and acknowledging the customer’s feelings C) By offering a large discount D) By ignoring the customer’s complaint Answer: B (Page 84) 7. What did Edward Bok do that helped him connect with famous people at a young age? A) Wrote them asking for more information about their childhoods B) Became a successful magazine editor C) Washed windows and collected coal D) Became an office boy for Western Union Answer: A (Page 85) 8. Why do many people fail to make a favorable impression during conversations, according to Isaac F. Marcosson? A) They talk too much about themselves B) They are overly concerned with what they will say next C) They lack knowledge on the subject D) They are too shy Answer: B (Page 86) 9. What did Lincoln need from his old friend during the darkest hours of the Civil War? A) Political advice B) Financial support C) A sympathetic listener D) A military strategy Answer: C (Page 86-87) 10. According to Dale Carnegie, what should you do if you aspire to be a good conversationalist? A) Talk about your own achievements B) Be an attentive listener and encourage others to talk about themselves 15 C) Make sure to dominate the conversation D) Interrupt others when you have a good idea Answer: B (Page 87-88) 5: "How to Interest People" 1. What technique did Theodore Roosevelt use to connect with his guests? A) He discussed political issues. B) He read up on subjects that interested his guests the night before. C) He always shared stories from his Rough Rider days. D) He focused on his own interests. Answer: B (Page 88) 2. Why did the New York lawyer talk about boats with young William Lyon Phelps? A) He was interested in boats. B) He wanted to engage in a topic that interested William. C) He wanted to impress William’s aunt. D) He was a professional sailor. Answer: B (Page 89) 3. What did William Lyon Phelps learn from his aunt about the New York lawyer? A) The lawyer was a famous sailor. B) The lawyer talked about boats to be agreeable. C) The lawyer was trying to sell a boat. D) The lawyer was not interested in the conversation. Answer: B (Page 89) 4. How did Edward L. Chalif initially engage the president of a large corporation? A) By discussing the Boy Scouts. B) By asking about a million-dollar check the president had written. C) By talking about a European jamboree. D) By mentioning other financial contributions. Answer: B (Page 90) 5. What was the unexpected result of Mr. Chalif’s conversation with the corporate president? A) He was given one boy’s expenses for the jamboree. B) The president funded the trip for five boys and Mr. Chalif. C) The president rejected the request. 16 D) The president showed no interest in the jamboree. Answer: B (Page 90) 6. What strategy did Henry G. Duvemoy use to finally win the business of a New York hotel? A) He offered a better price for his bread. B) He talked about the hotel manager’s passion, the Hotel Greeters of America. C) He sent samples of his bread weekly. D) He joined the hotel’s executive committee. Answer: B (Page 91) 7. What did the hotel steward say to Henry G. Duvemoy after he secured the business? A) "Your bread is the best." B) "The manager is sold on you!" C) "You’ve been persistent." D) "The manager loves your prices." Answer: B (Page 91) 8. How did Edward E. Harriman successfully approach R. J. Funkhouser for a job? A) He directly asked for a job. B) He talked about the company’s financial troubles. C) He presented ideas that could make Funkhouser more money. D) He praised Funkhouser’s office decor. Answer: C (Pages 91-92) 9. How did Mr. Harriman gain access to R. J. Funkhouser despite his inaccessibility? A) He wrote a letter. B) He engaged with Funkhouser’s secretary by discussing her interests. C) He attended a public event where Funkhouser was present. D) He called him repeatedly until he agreed to a meeting. Answer: B (Page 92) 10. According to the principle mentioned in this chapter, what should you talk about to interest people? A) In terms of their interests. B) In terms of your achievements. C) About neutral topics. 17 D) About your experiences. Answer: A (Page 93) 6: "How to Make People Like You Instantly" 1. What did Dale Carnegie compliment the post office clerk on to make him like him? A) His work ethic B) His head of hair C) His uniform D) His smile Answer: B (Page 94) 2. According to Carnegie, what was the ultimate goal of complimenting the post office clerk? A) To radiate happiness and pass on honest appreciation B) To receive a favor in return C) To expedite the service D) To gain influence over the clerk Answer: A (Page 94-95) 3. What is the “all-important law of human conduct” that Carnegie mentions? A) Always be honest B) Never lie to others C) Always make the other person feel important D) Avoid conflict at all costs Answer: C (Page 95) 4. Which philosopher is NOT mentioned by Carnegie as having taught the principle of making others feel important? A) Confucius B) Buddha C) Socrates D) Zoroaster Answer: C (Page 95-96) 5. What rule does Carnegie refer to as probably the most important rule in the world? A) “Do unto others as you would have others do unto you.” B) “Honesty is the best policy.” 18 C) “An eye for an eye, a tooth for a tooth.” D) “Fortune favors the brave.” Answer: A (Page 96) 6. How did David G. Smith resolve the situation with the two elderly ladies at the charity concert? A) He ignored their conflict. B) He made each of them feel important by giving them specific responsibilities. C) He took charge of the project himself. D) He asked them to leave the event. Answer: B (Page 96) 7. What does Carnegie suggest as a powerful way to make people like you instantly? A) Give them gifts B) Show sincere, heartfelt appreciation C) Flatter them insincerely D) Talk about your own achievements Answer: B (Page 97) 8. What lesson did Mr. Rowland learn from his student Chris? A) The deep desire to feel important can transform a person’s behavior. B) Hard work always pays off. C) People crave material rewards. D) Criticism helps people improve. Answer: A (Page 98) 9. What quote from Ralph Waldo Emerson does Carnegie use to illustrate his point about making others feel important? A) “To be yourself in a world that is constantly trying to make you something else is the greatest accomplishment.” B) “Every man I meet is my superior in some way. In that, I learn of him.” C) “Do not go where the path may lead, go instead where there is no path and leave a trail.” D) “The only person you are destined to become is the person you decide to be.” Answer: B (Page 98) 10. What principle did Carnegie use to gain favor with the elderly aunt of his wife’s relative? A) He offered her money. 19 B) He sincerely admired and appreciated her house and possessions. C) He promised to visit more often. D) He helped her with household chores. Answer: B (Page 99) Part Three: "How to Win People to Your Way of Thinking" – 1:"You Can’t Win an Argument" 1. What was Dale Carnegie's primary reason for correcting the man at the banquet? A) He wanted to show off his superior knowledge. B) He was genuinely concerned about the accuracy of the quote. C) He wanted to impress Sir Ross Smith. D) He believed it was his duty to correct others. Answer: A (Page 109) 2. What was the result of Carnegie’s decision to argue with the man about the quote? A) He gained the man’s respect. B) He embarrassed the man and made him uncomfortable. C) The man admitted he was wrong. D) The argument ended in a draw. Answer: B (Page 109) 3. What lesson did Carnegie learn from his friend Mr. Gammond after the argument at the banquet? A) Always prove your point, no matter the cost. B) It is better to avoid arguments, especially in social settings. C) Never trust others' knowledge without verifying it. D) Winning arguments is the key to gaining respect. Answer: B (Page 109-110) 4. According to Carnegie, what is the outcome of winning an argument? A) The other person feels grateful. B) The other person feels inferior and resentful. C) You gain a lifelong ally. 20 D) Both parties reach a mutual understanding. Answer: B (Page 110) 5. Patrick J. O’Haire’s story illustrates which principle taught by Carnegie? A) Avoiding arguments helps in winning people over. B) Winning arguments is crucial in sales. C) Being aggressive in arguments leads to better results. D) Challenging others' opinions strengthens relationships. Answer: A (Page 110-111) 6. What was Ben Franklin’s view on arguing, as mentioned by Carnegie? A) Arguing is necessary to prove a point. B) Even if you win an argument, you lose goodwill. C) Arguing is the best way to achieve success. D) Winning arguments is more important than maintaining relationships. Answer: B (Page 111) 7. What tactic did Frederick S. Parsons use to resolve his disagreement with the tax inspector? A) He argued persistently until the inspector agreed. B) He changed the subject and expressed appreciation for the inspector’s work. C) He presented more facts to support his case. D) He reported the inspector to a higher authority. Answer: B (Page 112) 8. What did Buddha say about ending hatred, as mentioned by Carnegie? A) Hatred is never ended by hatred, but by love. B) Hatred can only be ended through arguments. C) Hatred ends when you prove others wrong. D) Hatred should be ignored to avoid conflicts. Answer: A (Page 113) 9. What advice does Carnegie give to avoid turning disagreements into arguments? A) Always stand your ground firmly. B) Welcome the disagreement and control your temper. C) Disregard others’ opinions and push your own. D) Immediately walk away from any disagreement. Answer: B (Page 113-114) 21 10. What principle does the story of the Boston Transcript illustrate? A) The importance of being right at all costs. B) The futility of being right when it leads to negative outcomes. C) The need to prove others wrong in every argument. D) The value of winning arguments to assert dominance. Answer: B (Page 112) 2: "A Sure Way of Making Enemies—and How to Avoid It" 1. According to Theodore Roosevelt, what percentage of the time would he consider being right to be the highest measure of his expectation? A) 55% B) 65% C) 75% D) 85% Answer: C (Page 116) 2. What reaction does telling someone they are wrong typically provoke? A) Gratitude and agreement B) Resistance and a desire to strike back C) Immediate acceptance of your viewpoint D) Indifference Answer: B (Page 116) 3. What should you avoid saying when you are about to prove a point? A) "I may be wrong." B) "Let’s examine the facts." C) "I am going to prove so-and-so to you." D) "This is just my opinion." Answer: C (Page 117) 4. Which phrase does Carnegie suggest using to disarm a potential disagreement? A) "I’m smarter than you are." B) "I may be wrong." C) "You’re absolutely incorrect." D) "This is not up for debate." Answer: B (Page 117) 5. What is the main reason why people resist changing their minds when told they are wrong? 22 A) Fear of admitting ignorance B) The challenge to their self-esteem C) Lack of logical reasoning D) Concern over others’ opinions Answer: B (Page 119) 6. What did Carl Rogers find to be valuable when trying to understand others? A) Permitting oneself to understand the other person B) Evaluating others’ statements quickly C) Immediately agreeing or disagreeing D) Providing counterarguments immediately Answer: A (Page 120) 7. What did Benjamin Franklin change in his approach after being rebuked by a Quaker friend? A) He became more assertive in his opinions. B) He avoided all forms of contradiction. C) He increased his use of logical arguments. D) He continued to defend his views vigorously. Answer: B (Page 121-122) 8. How did Katherine A. Allred successfully present her new system to management after failing the first time? A) By forcefully proving her system was superior B) By allowing management to develop the system themselves C) By ignoring their feedback and pushing her ideas D) By criticizing the existing system thoroughly Answer: B (Page 123) 9. What strategy did R.V. Crowley use to resolve a dispute with a lumber inspector? A) He insisted on following strict grading rules. B) He asked questions in a friendly, cooperative manner. C) He refused to negotiate and stood his ground. D) He immediately pointed out the inspector’s mistakes. Answer: B (Page 124-125) 10. According to General Robert E. Lee, what was the basis of his opinion about an officer under his command? A) The officer’s opinion of Lee 23 B) His own principles, not the officer’s opinion of him C) Reports from other officers D) The officer’s military record alone Answer: B (Page 126) 3: "If You’re Wrong, Admit It" 1. What did Dale Carnegie's dog, Rex, dislike that led Carnegie to take a risk? A) The leash B) The muzzle C) The park D) The police officer Answer: B (Page 127) 2. How did the mounted policeman react when Carnegie admitted his fault openly and quickly? A) He fined Carnegie B) He arrested Carnegie C) He became more lenient D) He ignored Carnegie Answer: C (Page 128) 3. What technique did Ferdinand E. Warren use to win the goodwill of a scolding art editor? A) Arguing with the editor B) Criticizing himself before the editor could C) Complaining about the editor D) Ignoring the editor’s criticism Answer: B (Page 129) 4. How did Bruce Harvey handle his mistake regarding an employee's overpayment? A) He blamed the personnel department B) He tried to cover up the mistake C) He admitted his mistake to his boss D) He asked the employee to repay immediately Answer: C (Page 130) 5. What was General Robert E. Lee's response after the failure of Pickett's charge at Gettysburg? 24 A) He blamed his division commanders B) He resigned immediately C) He took full responsibility for the failure D) He denied any fault Answer: C (Page 131) 6. According to the story, how did Lee greet his troops after the failure at Gettysburg? A) He scolded them B) He congratulated them C) He apologized to them D) He encouraged them to retreat Answer: C (Page 131) 7. What cultural barrier did Michael Cheung's middle-aged class member face when reconciling with his son? A) Language barrier B) Financial barrier C) Traditional respect for elders D) Geographical distance Answer: C (Page 132) 8. What did the middle-aged man from Michael Cheung’s class do to reconcile with his son? A) He waited for his son to apologize B) He admitted his fault to his son C) He wrote a letter of complaint D) He ignored the situation Answer: B (Page 133) 9. How did Elbert Hubbard typically respond to critics who disagreed with his writings? A) He argued with them B) He ignored their letters C) He agreed with their criticism D) He insulted them back Answer: C (Page 133) 10. What is the principle highlighted at the end of the section "If You’re Wrong, Admit It"? 25 A) Never admit fault B) Defend yourself at all costs C) Admit your mistakes quickly and emphatically D) Argue to prove you are right Answer: C (Page 134) 4: "A Drop of Honey" 1. What did Woodrow Wilson suggest would happen if someone approached him with doubled fists? A) He would double his fists as well. B) He would ignore them. C) He would try to understand their point of view. D) He would walk away. Answer: A (Page 135) 2. How did John D. Rockefeller Jr. manage to calm the striking workers in Colorado? A) By threatening them with legal action. B) By addressing them in a friendly and gracious manner. C) By offering them higher wages. D) By calling in additional troops. Answer: B (Page 136) 3. Which principle did Lincoln refer to when he mentioned that "a drop of honey catches more flies than a gallon of gall"? A) The importance of beginning in a friendly way. B) The power of logic and facts. C) The necessity of persistence. D) The use of force and authority. Answer: A (Page 137) 4. What approach did Robert F. Black take when dealing with strikers at the White Motor Company? A) He praised the strikers for their peaceful behavior. B) He threatened to fire them. C) He refused to negotiate. D) He ignored them until they returned to work. Answer: A (Page 137) 26 5. How did O. L. Straub successfully negotiate a rent reduction? A) By complimenting the landlord and being friendly. B) By threatening to move out. C) By arguing about the high rent. D) By involving legal authorities. Answer: A (Page 138) 6. What did Dean Woodcock do when he noticed a photographer taking pictures of an overstaffed work site? A) He ignored the photographer. B) He approached the photographer and explained the situation in a friendly manner. C) He asked the photographer to leave. D) He called security to confiscate the camera. Answer: B (Page 139) 7. How did Gerald H. Winn manage to get a satisfactory settlement for the water damage to his home? A) By filing a lawsuit. B) By approaching the subdivision owner in a friendly way and discussing the issue calmly. C) By demanding compensation. D) By threatening to go public with the story. Answer: B (Page 140) 8. What did the sun and the wind argue about in the fable mentioned by Carnegie? A) Which could make the old man move faster. B) Which was stronger and could make the old man take off his coat. C) Which could make the old man stop walking. D) Which could change the old man's direction. Answer: B (Page 141) 9. What did F. Gale Connor do when dealing with an unsatisfactory service manager at a car dealership? A) He approached the agency owner in a friendly way and praised the dealership before mentioning the problem. B) He filed a complaint with the Better Business Bureau. C) He demanded immediate service in an angry tone. D) He contacted a lawyer to file a lawsuit. Answer: A (Page 142) 27 10. What lesson does the story of the sun and the wind illustrate according to Carnegie? A) That force is always the best approach. B) That gentleness and friendliness are stronger than fury and force. C) That persistence is key to success. D) That intimidation can be effective in getting what you want. Answer: B (Page 141) 5: "The Secret of Socrates" 1. What is the first step in effectively engaging someone in a discussion, according to Carnegie? A) Begin by discussing the points of disagreement. B) Start by emphasizing areas of agreement. C) Present your argument forcefully. D) Ask the other person to remain neutral. Answer: B (Page 144) 2. Why is it important to get the other person saying “yes, yes” at the outset? A) It helps to immediately conclude the discussion. B) It sets a psychological process moving in a positive direction. C) It shows that you are in control. D) It prevents any disagreements from arising. Answer: B (Page 144) 3. What is the effect of a “No” response on a person’s psychological state? A) It leads to immediate acceptance of other ideas. B) It encourages open discussion. C) It triggers a condition of rejection and withdrawal. D) It makes the person more likely to agree later. Answer: C (Page 145) 4. According to Carnegie, what is often neglected by people when trying to influence others? A) The use of logical arguments. B) The technique of obtaining “yes, yes” responses. C) The method of asking direct questions. D) The importance of clear communication. Answer: B (Page 146) 28 5. What lesson did Joseph Allison learn after years of failed business attempts? A) Arguing is an effective strategy in negotiations. B) It is more profitable to argue your point until others agree. C) Understanding the other person's viewpoint and getting them to say “yes” is more effective. D) Persistence without any change in approach is key. Answer: C (Page 147) 6. How did Eddie Snow become a regular customer of a shop? A) By repeatedly visiting the shop despite poor service. B) By getting attracted to the shop's frequent discounts. C) By being persuaded through the “yes, yes” technique. D) By being offered a special membership deal. Answer: C (Page 148) 7. What is the primary method of Socrates as described by Carnegie? A) Telling people they are wrong. B) Asking questions that lead to a series of “yes” responses. C) Giving long lectures on philosophy. D) Arguing vehemently against opponents. Answer: B (Page 148) 8. What should one do when tempted to tell someone they are wrong, according to Carnegie? A) Insist on your point of view. B) Ask a question that will get a “yes, yes” response. C) Ignore the person’s viewpoint altogether. D) Present factual evidence to prove your point. Answer: B (Page 148) 9. Which cultural proverb does Carnegie reference to support the idea of gentle persuasion? A) "The pen is mightier than the sword." B) "He who treads softly goes far." C) "A stitch in time saves nine." D) "Actions speak louder than words." Answer: B (Page 149) 10. What is the key principle that Carnegie emphasizes in this section? A) Get the other person to think critically. 29 B) Get the other person saying “yes, yes” immediately. C) Always present your strongest argument first. D) Focus on winning the argument at any cost. Answer: B (Page 149) 6: "The Safety Valve in Handling Complaints" 1. What is the main reason Carnegie suggests letting the other person do most of the talking? A) It shows you are knowledgeable. B) It makes the other person feel important. C) It allows you to gather more information. D) It keeps the conversation short. Answer: B (Page 150) 2. According to Carnegie, why is it dangerous to interrupt someone when you disagree with them? A) They may become defensive. B) They might stop listening to you. C) They won’t pay attention while they still have ideas to express. D) It can lead to a heated argument. Answer: C (Page 150) 3. What unexpected event helped G.B.R. secure a large contract? A) He prepared extensively for the meeting. B) He let the president of the company do the talking because he lost his voice. C) He made a convincing argument. D) He presented the best product samples. Answer: B (Page 150-151) 4. What realization did Barbara Wilson come to about her relationship with her daughter Laurie? A) Laurie needed more strict discipline. B) Laurie needed her mother to listen, not just give orders. C) Laurie was just going through a phase. D) Laurie needed more independence. Answer: B (Page 151-152) 30 5. What was the outcome of Charles T. Cubellis allowing his prospective employer to talk about his early struggles? A) He was given another interview. B) He was immediately hired. C) He learned valuable information. D) He was praised for his attentiveness. Answer: B (Page 152) 6. How did Richard Pryor convince himself to take a job with Roy G. Bradley’s firm? A) He was persuaded by the benefits offered. B) He was convinced by Roy's arguments. C) He talked himself out of the negative thoughts during the interview. D) He was swayed by the company's reputation. Answer: C (Page 153) 7. What did Henrietta G. do to improve her relationships with her colleagues? A) She started sharing her accomplishments more often. B) She began to listen more and talk about herself less. C) She asked her colleagues for advice. D) She focused on improving her work performance. Answer: B (Page 153-154) 8. What does La Rochefoucauld suggest is necessary to make friends? A) Let your friends excel you. B) Excel in front of your friends. C) Always be the most successful. D) Avoid discussing achievements. Answer: A (Page 153) 9. What lesson did G.B.R. learn from his experience with the laryngitis-stricken meeting? A) Always be prepared with a backup plan. B) Sometimes it pays to let others do the talking. C) The best ideas come from improvisation. D) Health should be prioritized over work. Answer: B (Page 151) 10. According to Carnegie, how should you react if you find yourself disagreeing with someone in a discussion? A) Interrupt politely and share your viewpoint. 31 B) Let them talk and then quietly present your side. C) Wait until they finish and then ask questions. D) Disagree openly and assertively. Answer: C (Page 150) 7: "How to Get Cooperation" 1. According to the text, what is a more effective way to influence others rather than forcing your ideas upon them? A) Telling them directly what to do B) Making suggestions and allowing them to think through the conclusion themselves C) Ignoring their opinions D) Presenting ideas with authority Answer: B (Page 155) 2. What approach did Adolph Seitz use to inspire his sales team? A) He gave a motivational speech B) He demanded higher sales targets C) He asked for their expectations and created a mutual agreement D) He threatened to fire underperformers Answer: C (Page 155) 3. Why did Eugene Wesson initially fail to sell his sketches to a leading stylist in New York? A) He didn't have quality sketches B) He was too aggressive in his sales pitch C) He never showed up on time D) He didn’t ask for the stylist’s input Answer: D (Page 156) 4. What was the result when Wesson changed his approach and asked the stylist for his ideas on the sketches? A) The stylist continued to reject his work B) The stylist refused to see him C) The stylist accepted all the sketches D) The stylist criticized his work even more Answer: C (Page 156) 32 5. What psychological principle did Paul M. Davis use to agree on a vacation destination with his family? A) He insisted on his choice B) He convinced his daughter first and let his wife think it was her idea C) He agreed to his wife’s choice D) He chose the destination randomly Answer: B (Page 157) 6. How did the X-ray manufacturer gain the interest of Dr. L, who was overwhelmed by other sales representatives? A) By offering the lowest price B) By inviting him to provide suggestions to improve the equipment C) By sending persistent emails D) By offering free samples Answer: B (Page 157) 7. What was Dr. L's reaction to the X-ray manufacturer's approach? A) He ignored the request B) He felt obligated to give feedback C) He felt important and decided to review the equipment D) He immediately rejected the equipment Answer: C (Page 157) 8. According to Colonel Edward M. House, what was the best way to convert President Wilson to an idea? A) Presenting the idea forcefully B) Giving Wilson public credit for the ideas C) Suggesting the idea casually so Wilson would think it was his own D) Repeating the idea until Wilson agreed Answer: C (Page 158) 9. What did the camp owner do to win Carnegie’s patronage for his vacation? A) He provided a comprehensive brochure B) He invited Carnegie to visit the camp C) He sent the names of previous guests for Carnegie to contact D) He offered a discount Answer: C (Page 159) 10. What lesson did Lao-tse teach that relates to gaining cooperation from others? A) Being authoritative and assertive always wins 33 B) Staying below others to lead them effectively C) Demanding respect from subordinates D) Leading from the front with visible power Answer: B (Page 159) 8: "A Formula That Will Work Wonders for You" 1. According to Dale Carnegie, what should you try to do instead of condemning someone who is wrong? A) Correct them immediately B) Ignore their mistakes C) Try to understand them D) Argue with them Answer: C (Page 161) 2. What is one of the key benefits of trying to understand someone else's perspective, according to Carnegie? A) It can save you time and irritation B) It helps you win arguments C) It makes others feel guilty D) It allows you to avoid confrontation Answer: A (Page 161) 3. What is the foundation for success in dealing with people, as mentioned in the text? A) Being assertive and confident B) A sympathetic grasp of the other person’s viewpoint C) Having superior knowledge D) Consistently providing advice Answer: B (Page 162) 4. How did Sam Douglas improve his relationship with his wife according to the text? A) He stopped criticizing her lawn work B) He started spending more time at home C) He helped her with gardening and complimented her work D) He bought her flowers Answer: C (Page 162) 34 5. According to Dr. Gerald S. Nirenberg, what encourages cooperativeness in conversation? A) Offering incentives B) Talking about your own achievements C) Being silent during discussions D) Showing that you consider the other person’s ideas and feelings as important as your own Answer: D (Page 163) 6. What mistake did Carnegie initially make when trying to prevent fires in the park? A) He ignored the fires B) He praised the boys for building fires C) He gave orders without considering the boys' point of view D) He called the fire department immediately Answer: C (Page 163) 7. How did Carnegie change his approach to dealing with the boys starting fires in the park? A) He began avoiding the park altogether B) He started by engaging them in a friendly conversation C) He brought in a police officer D) He bribed the boys with rewards Answer: B (Page 164) 8. What did Elizabeth Novak do to handle the situation when she was late on her car payment? A) She ignored the calls from the company B) She paid the full amount immediately C) She empathized with the account handler's perspective D) She argued with the account handler Answer: C (Page 164) 9. What should you do before asking someone to take action, according to the text? A) Offer them something in return B) Ensure they are in a good mood C) Think the situation through from their point of view D) Give them a deadline Answer: C (Page 165) 35 10. What is the key principle emphasized at the end of this section? A) Try honestly to see things from the other person’s point of view B) Always stand your ground C) Never back down in an argument D) Focus on your own interests first Answer: A (Page 166) 9: "What Everybody Wants" 1. What is the "magic phrase" Dale Carnegie suggests to stop arguments and create goodwill? A) "You are absolutely right." B) "I don’t blame you one iota for feeling as you do. If I were you I would undoubtedly feel just as you do." C) "Let's agree to disagree." D) "Your opinion is valid." Answer: B (Page 167) 2. According to Carnegie, why can you be 100 percent sincere when using the magic phrase? A) Because it is polite. B) Because if you were the other person, you would feel just as they do. C) Because it avoids confrontation. D) Because it is a logical argument. Answer: B (Page 167) 3. What does Carnegie suggest you should feel for people who are irritated, bigoted, or unreasoning? A) Anger B) Pity C) Indifference D) Disgust Answer: B (Page 167) 4. How did Dale Carnegie respond to the Colonial Dame who criticized his mistake in the broadcast? A) He ignored the letter. B) He sympathized with her viewpoint and apologized. C) He defended his statement. 36 D) He wrote an angry reply. Answer: B (Page 168) 5. What was the result of Carnegie's phone call to the Colonial Dame after her letter? A) She continued to criticize him. B) She apologized and expressed a desire to know him better. C) She refused to talk to him. D) She asked for a formal written apology. Answer: B (Page 169) 6. What did President Taft learn from experience about dealing with difficult people? A) To be strict and unyielding. B) To ignore their complaints. C) The enormous chemical value of sympathy in neutralizing hard feelings. D) To always follow up with strict actions. Answer: C (Page 169) 7. How did President Taft handle the ambitious mother's disappointment in his book "Ethics in Service"? A) He ignored her complaints. B) He harshly criticized her. C) He wrote a polite letter expressing sympathy for her disappointment. D) He appointed her son to the position. Answer: C (Page 170) 8. How did Jay Mangum convince the hotel manager to agree to an eight-hour shutdown for escalator repairs? A) By threatening legal action. B) By offering a discount on the service. C) By sympathizing with the manager's concerns and explaining the potential consequences. D) By ignoring the manager's wishes and proceeding with the shutdown. Answer: C (Page 171) 9. How did Mrs. Norris convince Babette to trim her long fingernails for piano lessons? A) By complimenting her nails and suggesting it would improve her playing. B) By threatening to stop the lessons. 37 C) By criticizing her appearance. D) By ignoring the issue and focusing on other aspects of the lessons. Answer: A (Page 172) 10. According to Sol Hurok, what was essential in dealing with temperamental artists like Feodor Chaliapin? A) Strict discipline B) Sympathy C) Ignoring their complaints D) Constantly praising them Answer: B (Page 173) 10: "An Appeal That Everybody Likes" 1. According to Dale Carnegie, why do people like to think of motives that sound good? A) Because all people are idealists at heart. B) Because people are generally dishonest. C) Because people want to deceive others. D) Because people are afraid of the truth. Answer: A (Page 175) 2. What tactic did Hamilton J. Farrell use to convince his tenant to stay? A) He threatened legal action. B) He appealed to the tenant's sense of honor and integrity. C) He offered a discount on the rent. D) He ignored the tenant's notice to vacate. Answer: B (Page 175-176) 3. How did Lord Northcliffe convince a newspaper editor to stop publishing a picture he disliked? A) He threatened to sue the newspaper. B) He appealed to the editor's fear of bad publicity. C) He appealed to the editor's respect for motherhood. D) He offered the editor money to stop publishing the picture. Answer: C (Page 176) 4. What reasoning did John D. Rockefeller, Jr. use to persuade photographers not to take pictures of his children? A) He paid them to stop. 38 B) He appealed to their own experiences as parents. C) He threatened to ban them from events. D) He ignored them until they stopped. Answer: B (Page 176) 5. How did Cyrus H. K. Curtis persuade Louisa May Alcott to write for him? A) He offered to donate money to her favorite charity. B) He offered her a higher payment than other magazines. C) He promised her fame and recognition. D) He threatened to tarnish her reputation. Answer: A (Page 176) 6. What was the main mistake the credit department made in trying to collect overdue bills? A) They bluntly told the customers they were wrong. B) They offered the customers discounts. C) They sympathized with the customers' complaints. D) They ignored the customers' grievances. Answer: A (Page 177) 7. What approach did James L. Thomas take to resolve the dispute with the customers? A) He listened to the customers' stories without judgment. B) He threatened them with legal action. C) He insisted on the company's correctness. D) He ignored the customers' concerns. Answer: A (Page 178) 8. What did James L. Thomas emphasize in his conversation with the customers? A) The company's reputation. B) The customer's authority over their own car. C) The legality of the company's claims. D) The financial consequences of non-payment. Answer: B (Page 178) 9. What was the result of James L. Thomas's approach to the customers' disputes? A) The customers refused to pay entirely. B) Most customers settled the bill favorably for the company. C) The company lost the customers. 39 D) The customers sued the company. Answer: B (Page 179) 10. What principle does Dale Carnegie emphasize in this section? A) Threatening legal action is the best approach. B) Always insisting on being right is crucial. C) Appealing to nobler motives can be more effective. D) Offering financial incentives is always necessary. Answer: C (Page 180) 11: "The Movies Do It. TV Does It. Why Don’t You Do It?" 1. What was the primary issue the Philadelphia Evening Bulletin faced, prompting them to take action? A) Declining newspaper sales B) A dangerous whispering campaign C) Competition from television D) Lack of advertising revenue Answer: B (Page 181) 2. How did the Philadelphia Evening Bulletin address the rumor about their newspaper? A) They reduced the number of advertisements. B) They published a special edition with only positive news. C) They created a book called One Day to showcase the amount of news they covered. D) They increased their advertising budget. Answer: C (Page 181) 3. What did the book One Day demonstrate about the Philadelphia Evening Bulletin? A) The high quality of their advertisements B) The vast amount of reading material they provided C) Their focus on local news D) Their ability to compete with television Answer: B (Page 181) 40 4. What principle is illustrated by the story of the Philadelphia Evening Bulletin's response to the rumors? A) Principle 6: Appeal to the nobler motives B) Principle 11: Dramatize your ideas C) Principle 2: Give honest and sincere appreciation D) Principle 10: The only way to get the best of an argument is to avoid it Answer: B (Page 185) 5. In the example of the new rat poison, what was the dramatic technique used to boost sales? A) Offering a discount B) Showing live rats in a window display C) Creating a colorful advertisement D) Giving free samples Answer: B (Page 181-182) 6. What does Jim Yeamans’ story about selling cash registers demonstrate? A) The importance of having the latest technology B) The effectiveness of a well-structured argument C) The power of dramatization in sales D) The necessity of providing discounts Answer: C (Page 182) 7. How did the suitor in the old-time proposal demonstrate his seriousness? A) By buying an expensive ring B) By writing a heartfelt letter C) By going down on his knees D) By proposing in a public place Answer: C (Page 182) 8. What strategy did Joe B. Fant, Jr. use to get his children to pick up their toys? A) He threatened them with punishment B) He rewarded them with candy C) He created a game involving a “train” D) He hired a nanny to help Answer: C (Page 182) 9. How did Mary Catherine Wolf successfully secure an appointment with her boss? A) By asking persistently every day 41 B) By dramatizing her request through a formal letter and a form C) By waiting patiently for an available time D) By discussing her issues with a colleague first Answer: B (Page 183) 10. What was the result when James B. Boynton used dramatization in his market report presentation? A) He was dismissed by the client B) He received immediate approval for his report C) He engaged the client in a lengthy and productive discussion D) He was told to submit the report in writing instead Answer: C (Page 184) 12: "When Nothing Else Works, Try This" 1. What did Charles Schwab do to encourage competition among his workers in the steel mill? A) He gave them a bonus. B) He fired the underperformers. C) He chalked the number of heats on the floor. D) He threatened them with dismissal. Answer: C (Page 186-187) 2. What principle does Charles Schwab’s approach illustrate? A) Begin with praise and honest appreciation. B) Call attention to people’s mistakes indirectly. C) Dramatize your ideas. D) Throw down a challenge. Answer: D (Page 188) 3. Why did Theodore Roosevelt stay in the fight for Governor of New York? A) He was offered a bribe. B) He was challenged by Thomas Collier Platt. C) He wanted to prove his worth. D) He needed the money. Answer: B (Page 187) 4. What motivated Lewis E. Lawes to accept the position as warden of Sing Sing? A) A high salary offer. B) The desire to humanize criminals. 42 C) A challenge from Al Smith. D) The chance to become famous. Answer: C (Page 187-188) 5. According to Frederic Herzberg, what is the most motivating factor for workers? A) Money B) Good working conditions C) Fringe benefits D) The work itself Answer: D (Page 188) 6. What was Charles Schwab’s reaction when he found workers smoking under a “No Smoking” sign? A) He reprimanded them harshly. B) He ignored them. C) He gave them cigars and asked them to smoke outside. D) He reported them to the manager. Answer: C (Page 198) 7. How did John Wanamaker handle a situation where salespeople were ignoring a customer? A) He scolded them in front of the customer. B) He quietly served the customer himself. C) He fired the salespeople. D) He gave the customer a discount. Answer: B (Page 199) 8. What technique did Lyman Abbott's wife use to help him improve his sermon? A) She criticized it harshly. B) She praised it as an excellent article but subtly suggested it wouldn’t work as a speech. C) She rewrote it for him. D) She told him it was perfect as is. Answer: B (Page 201) 9. What approach did E.G. Dillistone use to reduce spelling errors by his secretary? A) He criticized her work directly. B) He ignored the errors. C) He shared his own difficulties with spelling and suggested using a spelling book. 43 D) He asked another employee to take over her work. Answer: C (Page 203) 10. How did Ian Macdonald get his team to meet an impossible deadline? A) He forced them to work overtime. B) He offered a large bonus. C) He asked them for their ideas and made them part of the decision. D) He outsourced part of the work. Answer: C (Page 209) Return to Table of Contents The Leadership Challenge 1 The Leadership Challenge Multiple-Choice Test: Chapter 1 - "The Five Practices of Exemplary Leadership®" 1. What did Brian and Anna seize the opportunity to change? a) Leadership styles b) Business as usual c) Company policies d) Organizational structure Answer: b) Business as usual Originated from: Page 2. How long have Kouzes and Posner been conducting original global research? a) Over ten years b) Over twenty years c) Over thirty years d) Over forty years Answer: c) Over thirty years Originated from: Page 11 3. What do leaders share in their Personal-Best Leadership Experiences? a) Their failures b) Their individual standards of excellence c) Their personal challenges d) Their leadership styles Answer: b) Their individual standards of excellence Originated from: Page 11 4. Where have Kouzes and Posner found exemplary leadership? a) Only in large corporations b) Only in nonprofit organizations c) Everywhere they look d) Only in government agencies Answer: c) Everywhere they look Originated from: Page 5. What is encouraged in excellent organizations, regardless of title or position? a) Strict adherence to rules b) Acting like a leader c) Avoiding risks d) Following orders 2 Answer: b) Acting like a leader Originated from: Page 6. What myth about leadership is discussed in the text? a) Leadership is only for the elite b) Some people have “it” and some don’t c) Leadership cannot be taught d) Leadership is always inherited Answer: b) Some people have “it” and some don’t Originated from: Page 12 7. What conclusion do people come to after reflecting on their Personal-Best Leadership Experiences? a) Leadership is a rare quality b) Leadership is ingrained in everyone c) Only a few can be true leaders d) Leadership requires extensive training Answer: b) Leadership is ingrained in everyone Originated from: Page 12 8. When did Kouzes and Posner first ask people to tell them about their “personal best” in leading others? a) In the 1960s b) In the 1970s c) In the 1980s d) In the 1990s Answer: c) I

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