1. In Communication Competency: How did the board of directors at JetBlue respond following the sincere apology delivered by CEO David Neeleman for the disastrous response the airline had during an ice storm that hit New York?

a. The board promoted Neeleman to executive director.

b. The board was disappointed that Neeleman apologized in this manner.

c. The board forced Neeleman to step down from his role as CEO.

d. The board asked Neeleman to take over two other failing airlines.

2. When employees have a positive perception of justice in their company, one positive outcome is

a. turnover.

b. counterproductive work behavior.

c. employee protest.

d. organizational commitment.

3. Ilan was giving a(n) _____ when he said, "I accept full responsibility for the mechanical error that has occurred and will work diligently to correct this error. I am truly sorry this has occurred."

a. excuse

b. apology

c. denial

d. promise

4. In Change Competency: What happened to the CFO of Wet Seal just before the closing of nearly two-thirds of its retail stores?

a. The CFO returned his most recent bonus because the company was struggling.

b. The CFO had received a rather large raise.

c. The CFO agreed to leave the company.

d. The CFO told employees of impending lay-offs and store closings.

5. In Ethics Competency: Why did Plum Creek CEO Rick Holley decide to return the bonus of stock he received from the company?

a. He did not feel comfortable keeping the stock when the company was in financial trouble.

b. He accepted a job at a competitor and didn't feel right keeping the stock.

c. He asked for cash in place of the stock.

d. He wanted to prove to employees he was worth more than the stock he received.