Chapter 1 –
What Employees Want Most (p. 21-29)
1. The best way for an organization to show appreciation to its members is
a. give financial awards.
b. have a company-wide recognition ceremony.
c. express the type of appreciation that
is most meaningful to each employee.
d. grant a promotion.
Chapter 2 – For Business Leaders: Why Appreciation is a Good Investment (p.
2. Research compiled over 4 years by one of the leading third-party exit
firms in the U.S. found that the reason most often cited by employees
leaving their companies was
a. to seek higher wages.
b. to move up in their career.
c. not feeling trusted or valued.
d. to change bosses.
Chapter 3 -- Words of Affirmation (p. 45-55)
3. Which is the most effective way for a manager to state his or her
appreciation to a worker who is always on time to work?
a. "Thanks for doing such a good job."
b. "Keep up the good work!"
c. "You're one of my best employees."
d. "Thank you for consistently showing up on time for work."
authors suggested all of the following EXCEPT praising employees
a. for their specific accomplishments.
b. for their character traits such as perseverance, courage, humility,
self-discipline, compassion, forgiveness, honesty, integrity, patience,
kindness, love, and unselfishness.
c. for their personality strengths, such as optimism, neatness, planning,
logic, and taking action.
d. in the middle of employee-staff conflicts. This helps to smooth things
5. Of the
following effective forms of employee affirmation, which is the most
valued and most effective form?
a. personal, one-on-one
communication between manager and employee.
b. praise in front of other employees.
c. written affirmation for a job well done.
d. company-wide recognition.
Chapter 4 -- Quality Time (p. 57-69)
6. Which is NOT one of the dialects of Quality Time mentioned by the
a. Quality conversation.
b. Shared experiences.
c. Working near other coworkers.
d. Small group dialogue.
e. Working in close physical proximity with coworkers in accomplishing a
7. All of the following are characteristics of Quality Conversation EXCEPT
a. Maintain eye contact.
b. Don't do other things while you are listening.
c. Listen for feelings as well as thoughts.
d. Respond to what you agree with before saying what you disagree with.
e. Affirm their feelings even if you disagree with their conclusions.
f. Observe body language.
g. Resist the impulse to interrupt.
Chapter 5 -- Acts of Service (p. 71-80)
8. Which is NOT true?
a. Before helping someone, ask them if they would like your help.
b. An act of service is more meaningful if your supervisor requires you to
c. When helping someone, do it cheerfully with a positive attitude.
d. When you help someone with a task, do it their way.
9. Which is NOT a legitimate act of service?
a. Staying after hours to help someone complete a project.
b. Helping an employee who never gets his or her work done on time.
c. Helping a coworker's computer work more efficiently.
d. Bringing someone food so they can work through the lunch hour.
-- Tangible Gifts (p. 83-91)
10. Which is TRUE about gifts of appreciation?
a. If a manager's gift to an employee is not well-received, the employee
has a problem with being thankful.
b. The best gifts have the employee's name on them.
c. Giving "time off" from work or being allowed to leave work early are not
legitimate gifts of appreciation.
d. Managers can find the best gift for each employee by asking them
questions about their particular interests and enjoyments.
Chapter 7 -- Physical Touch (p. 93-103)
11. The authors did not include Appreciation Language #5, Physical
Touch, in their Motivating by Appreciation Inventory because
a. not one person in their research listed Physical Touch as their
primary language of appreciation in the workplace.
b. the heightened awareness of sexual harassment in the workplace.
c. the incidence of physical abuse among families, making many people
uncomfortable with even appropriate physical contact.
d. All of the above.
12. Cross-cultural researchers have found that a ____ is almost universally
accepted as an act that communicates appreciation.
b. pat on the back
c. light hug
d. high five
Chapter 8 –
Your Least-Valued Language (p. 105-113)
13. If you are a manager, and your least-valued language of appreciation is
Quality Time, then
a. you should use the other 4 types of appreciation to motivate your
b. inform your workers that Quality Time is not one of your strengths so
they are not disappointed when you don't spend time with them.
c. appoint one of your workers whose primary language of appreciation is
Quality Time to help motivate the other workers on your behalf.
d. work hard to give Quality Time to those workers who have this as their
primary language of appreciation.
Chapter 9 – The Difference between Recognition and Appreciation (p. 115-122)
14. The vast majority of employee recognition programs
a. are not working because they focus more on the performance rather
than the value of the individual employee.
b. contain some element of all five languages of appreciation.
c. result in less turnover.
d. are more successful than wage increases.
Chapter 10 – How Appreciation Works in Different Settings (p. 125-134)
15. Over____ of businesses in the United States are family-owned.
16. Which is TRUE about how appreciation works in different settings?
a. Motivating By Appreciation (MBA)
usually does not work in manufacturing firms because workers just want to
get their jobs done each day and collect a paycheck.
b. The best way to motivate family
members in a family-owned business is with wage increases.
c. Business owners rarely receive much appreciation from their employees.
d. Pastors usually have many people in their church who encourage them in
Chapter 11 -- Volunteers Need Appreciation Too (p. 137-144)
17. The biggest challenge
that most supervisors of volunteers have is the fact that volunteers
work very hard because they are unpaid.
b. work for only a short period of time and then discontinue their service.
c. don't always do what they are asked to do.
d. are not as reliable as paid workers.
18. The main reason(s) why people
continue to volunteer is because
a. they receive public recognition for their efforts, such as an award
b. they come from families who have traditionally volunteered.
c. they want to help whenever there is a crisis.
d. they want to connect with others and to make a difference.
Chapter 12 -- Can a Person's Language of Appreciation Change? (p. 147-160)
19. How can a manager determine if
a worker's primary language of appreciation has changed?
a. A manager can observe to
which language of appreciation a worker responds best.
b. A manager can have his or her workers periodically take the MBA Inventory
to see if their language of appreciation has changed.
c. A manager can ask a worker if a specific action step would be meaningful
d. All of the above.
Chapter 13 -- Overcoming Your Challenges (p. 163-177)
20. Which is NOT true?
a. Managers who are too busy to show appreciation to their workers can find
time to do so by prioritizing their duties according to what is more
important and more urgent.
b. In some industries, such as manufacturing, construction, and residential
building, workers usually don't care much about being appreciated by their
c. A good first response from a manager to a worker who is overwhelmed is
"It sounds like you are really overwhelmed."
d. To overcome the awkwardness of managers practicing new appreciation
techniques for the first time, it often helps to use humor to diffuse the