Which of the following are examples of Kelley's "star strategies"?
Show and tell
the pursuit of organizational goals efficiently and effectively by integrating the work of people through planning, organizing, leading, and controlling the organization's resources is called
a group of people who work together to achieve some specific purpose is/are called
to be _____ means to use resources wisely and cost-effectively
to be ____ means to make the right decisions and successfully carry them out to achieve goals
the ___ effect states that your influence on the organization is multiplied far beyond the results that can be achieved by just one person acting alone
according to a recent Fortune magazine article, the scarcest, most valuable resource in business is
skilled effective managers
which of the following is a payoff of studying management as a discipline?
you will understand how to manage yourself in the workplace
which of the following is a reward for practicing management?
A) You can build a catalog of successful products or services.
B) You and your employees can experience a sense of accomplishment.
C) You can stretch your abilities and magnify your range
D) You can be rewarded money and status for your efforts
E) All of the above are rewards of being a manager.
which of the following is a challenge facing managers?
managing to achieve the manager's own happiness and life goals
the ability of an organization to produce goods or services better than its competitors is called its
the first law of business is
take care of the customer
an organization must stay ahead of their competitors in all of the following areas except
finding ways to deliver goods or services as quickly as possible using as few resources as possible is called
during the next half-century, the percentage of whites in the population is expected to ___, and the percentage of Hispanics is expected to ____.
______ is the implementation of systems and practices to increase the sharing of knowledge and information throughout an organization
Amy is in charge of the company newsletter. She provides the newsletter by both e-mail and hard copy to each employee. In the newsletter she includes changes in company policy, awards employees have received, and general interest articles about the company staff. Amy is participating in
the companys culture most directly affects
a manager's happiness
which of the following is a function of management?
what you as a manager do to "get things done" is called
the management process
setting goals and deciding how to achieve them is called
arranging tasks, people, and other resources to accomplish the work is called
motivating and directing people to work hard to achieve the organization's goals is called
monitoring performance and taking corrective action as needed is called
a manager at a pharmaceutical company is attempting to determine which type of people to hire. this is an example of
an administrator at a college is deciding whether English professors should teach specialized courses or teach a variety of English courses. this is an example of
A team manager is inspiring her team to think of ideas that will put them first in sales among all departments in the retail store in which her team works. This is an example of
A manager at a department store is trying to figure out why an employee recruitment effort is not performing as expected. This is an example of
in organizations, there are managers at ____ levels.
why did peter drucker compare knowledge workers to concert musicians?
he felt the workplace of the future may resemble a symphony orchestra with employees the musicians and managers a conductors
very large companies typically use which form of management structure?
traditional management pyramid
employees who have a great deal of technical skills are called
Jay is a software engineer who works for Microsoft. He develops the software code that fixes bugs found in Microsoft products. Because of his great deal of technical skills, Jay is best referred to as a
managers who are responsible for the people who directly make a product rather than managing others are called
Managers who make strategic and long-term decisions about the overall direction of the organization are most likely to be
GE CEO Jeffrey Immelt is a
Managers who implement the policies and plans of the organization and coordinate the activities of lower levels are called
John is a plant manager for Proctor & Gamble who implements the policies of P & G in his plant. His plant makes diapers and other baby-related products. John is most likely a
managers who make short-term operating decisions and direct the daily tasks of the organization are called
first line managers
a ___ manager is responsible for just one organizational activity
__________ organizations are voluntary collections of members whose purpose is to advance members' interests.
A & H Farm Cooperative advances its members' interests by providing a place for the members to sell their produce. A & H is which type of organization?
the measure of success of a nonprofit organization is
the effectiveness of the services delivered
which of the following statements about a manager's life is true according to Henry Mintzberg
A) Managers work long hours.
B) Managers work at an intense pace.
C) Managers' work is characterized by fragmentation.
D) Managers rely more on verbal than on written communication.
E) All of the above statements are correct.
which of the following is an example of an interpersonal role?
which of the following is an example of an informational role?
according to Mintzberg's work, which of the following is a type of role that managers play?
When managers interact with suppliers in solving quality problems, they are operating in the _______ role.
Pat, a manager, is showing potential customers around the company facility. Pat is performing the __________ role.
Betty, a manager, is training new employees of the firm who will be working for her. Betty is performing the __________ role.
Chris, a manager, attends meetings of the local city government council to lobby for tax breaks for his company. Chris is performing the ________ role.
when managers collect data from other people, they are operating in the ____ role.
Over breakfast, Jordan, a manager, scans the Wall Street Journal for information relevant to his company's industry. Jordan is performing the ________ role.
Riya, a manager, calls a meeting of her subordinates to tell them about the new benefits package. Riya is performing the ________ role.
Raj is assigned to hold a press conference that discusses the company's plans to build a new plant. Raj is performing the _________ role.
A manager is using information to understand the cause of a problem and determine the best corrective action. This is an example of a(n):
Bianca is establishing a suggestion system that rewards employees for their ideas to save the company money. She is acting in the __________ role.
Allen is down on the factory floor helping to clear up a problem that occurred on the assembly line. He is acting in the ___ role.
Marie is deciding how much budget each of the departments she managers will receive next year. She is operating in the ___________ role.
Melvin, leader of a task force, is in the Marketing Department manager's office attempting to convince him to allow a particular member of the department to work on the task force. Melvin is operating in the _______________ role.
_______ means taking risks to create a new enterprise.
the belief that you control your own destiny is called
internal locus of control
all of the following are characteristics of an entrepreneur EXCEPT
A) high need for achievement
B) ability to maintain a business
C) belief in personal control of destiny
D) high energy level and action oriented
E) self confidence
an entrepreneur who starts their own business out of a burning desire rather than because they lost a job is called a/an___.
according to Katz, which of the following principal skils is one that managers need?
__________ skills consist of the job-specific knowledge needed to perform well in a specialized field.
Jo, a managing partner of an accounting firm, understands tax law. This means she has a ______________ skill.
the ability to think analytically is associated with ___ skills
Robert has a picture in his mind of the whole process by which his company produces applesauce. This is an example of a ______________ skill.
conceptual skills are particularly important for ___ managers
______ skills consist of the ability to work well in cooperation with other people to get things done
José, a manager, has an open door policy and encourages his staff to drop in whenever they have a question. José is exercising ______ skills.
human skills are particularly important for ____ managers
all types of
which of the following is a chief skill companies seek in top managers?
A) the ability to motivate and engage others
B) the ability to communicate
C) work experience outside the U.S.
D) high energy levels to meet the demands of global travel and a 24/7 world
E) All of the above are chief skills companies seek in top managers.
the scientific method consists of
observation, theorizing, predicting, and testing
which of the following is a good reason for studying theoretical perspectives?
provides clues to the meaning of outside events
the classical viewpoint is part of the ___ perspective
the contemporary perspective includes which of the following perspectives?
the viewpoint that emphasizes ways to manage work more efficiently is the ___ approach
__________ was concerned with managing the total organization and was studied by Fayol and Weber.
Fredrick Winslow Taylor and the Gilbreths were proponents of which of the following?
On of the 17 basic motions identified by Frank and Lillian Gilbreth is called
the core emphasis of classical management theories is on the belief that
work can be managed efficiently
Frederick W. Taylor is important to management history because he
pioneered motion studies
which of these viewpoints emphasized ways to manage work more efficiently?
Which of these viewpoints emphasized the importance of understanding human behavior and motivating and encouraging employees toward achievement?
_____ focuses on managing the production and delivery of an organization's products or services more efficiently
__________ emphasizes the scientific study of work methods to improve productivity of individual workers.
Which of these viewpoints focuses on using mathematics to aid in problem solving and decision making?
taylor called the tendency for people to deliberately work at less than full capacity
the approach that is concerned with managing the total organization is called
of the following, which is one of the functions of management described by fayol?
which of the following was a positive feature of bureaucracy, according to max weber?
Which of the following most closely represents the management viewpoint that McDonald's follows in its stores?
the most important problem with the classical approach is that it
views humans as cogs in a machine
which of the following is one of the phases in the development of the behavioral viewpoint?
The person who is called "the father of industrial psychology" was
The idea that organizations should be managed as communities with managers and subordinates working together in harmony was developed by
Mary Parker Follet
among the recommendations of mary parker follet was
integration should occur in organizations when conflicts arose
the idea that management should pay more attention to employees came out of
the Hawthorne studies
the theory of hierarchy of human needs was developed by
When Carlos noticed that he was hungry, he stopped working, got up, fixed himself a sandwich, and ate it in the company of his wife, who happened to be in the kitchen at the time. According to Maslow, the motivation for Carlos's behavior arose from which one of the following needs?
the idea that workers are capable of accepting responsibility and working in a self-directed manner is representative of
The idea that if a manager expects a subordinate to act in a certain way, the worker may, in fact, very well act that way, thereby confirming the manager's expectations, is called
behavioral science relies on ___ for developing theories about human behavior that can help managers
which of the following is a discipline that is part of behavioral science?
__________ is a category of historical management perspectives requiring the application to management of techniques such as statistics and computer simulations.
the quantitative viewpoint
_____ focuses on using mathematics to aid in problem solving and decision making
operations research techniques have evolved into
To decide how many package sorters to schedule and at which times UPS and FedEx probably use the tools of
________ focuses on managing the production and delivery of an organization's products or services more effectively.
Raj is the nurse in charge of managing the supplies and other inventory for his wing of the hospital. He uses a(n) _________ program to be sure that the hospital can rely on always having the correct supplies and level of inventory on hand. This allows the hospital to be both efficient and effective.
The __________ viewpoint sees organizations as entities with inputs, outputs, transformation processes, and feedback.
The ________ viewpoint emphasizes that a manager's actions should vary according to the situation.
__________ focuses on the performance of workers, urging employees to strive for "zero defects".
Which viewpoint focuses on minimizing errors and defects by managing each state of production?
A(n) ____ is a set of interrelated parts operating together to achieve a common purpose
A(n) ____ continually interacts with its environment
A(n) ______________ has little interaction with its environment.
The Colgate toothpaste that Colgate-Palmolive manufactures is an example of a(n) __________ of its manufacturing system.
The plant manager who oversees the manufacture of Cheerios cereal is part of the __________ of the manufacturing system.
"mindlessness" is characterized by which of the following attributes?
which of the following approaches is the best example of a manager using the contingency viewpoint?
assessing the particular situation and deciding what to do
the strategy for minimizing errors by managing each stage of production is called
__________ focuses on the performance of workers, urging employees to strive for "zero defects".
Deming believed that quality stems from
steady focus on the organization's mission
Deming proposed that when something goes wrong, chances are __________ that the system is at fault, and __________ that the individual worker is at fault.
The comprehensive approach to continuous quality improvement, training, and customer satisfaction is known as
total quality management
TQM is led by
Organizations that actively create, acquire, and transfer knowledge within themselves and are able to modify their behavior to reflect this new knowledge are called
the term "learning organization" was coined by
Alvin, a manager for ABC, Inc., subscribes to a large number of business and trade journals. He shares information he thinks is relevant with others at ABC. Alvin is behaving as if he is in a __________ organization
Marilyn works for a small, private, mid-western university as a budget manager. She has just been to a leadership conference where she learned new tools that she thinks will benefit her staff. On the plane home Marilyn began planning how she would encourage employees to use this new knowledge to modify their behavior to help her department reach its goals. Based on this information, which of the following is the best description of the type of organization for which Marilyn works?
a learning organization
Scott works for an organization that describes itself as a "learning organization." As a manager, which of the following actions is Scott most likely to take while working for this organization?
When Scott needs a new member of his staff, he deliberately looks for someone with new talent and expertise.
Which of these is defined as an organization whose members are geographically apart, usually working with e-mails, collaborative computing, and other computer connections?
A __________ is defined as a fluid, highly adaptive organization whose members, linked by information technology, come together to collaborate on common tasks.
A(n) ___ worker is someone whose occupation is principally concerned with generating or interpreting information
____ capital is the economic or productive potential of strong, trusting, and cooperative relationships
____ is the economic or productive potential of employee knowledge, experience, and actions
To create a learning organization, managers must perform three key functions or roles: build a commitment to learning, work to generate ideas with impact, and
work to generalize ideas with impact
Maria recently read a trade article about creating a learning organization. She thought it was exactly the type of organization she wanted to lead. As CEO of ABC Company she then held a meeting with her direct reports and most likely asked them to do which one of the following things that would best help her in creating the learning organization she aspired to lead?
create a psychologically safe environment
Wal-Mart's low wage policy has forced safeway to do which of the following?
reduce benefits for their workers
employees are part of the ___ environment of organizations
governments are part of the ____ environment of organizations
demographic forces are part of the ____ environment of organizations
United airlines is 55% employee owned through a mechanism called
employee stock ownership
The group responsible for setting the organization's overall strategic goals and for approving decisions and salaries of top management is known as the
board of directors
which of the following is an example of an internal stakeholder of an organization?
people who can claim an organization as their legal property are called
which of the following is an example of an external stakeholder of an organization?
customers who go to starbucks for a latte
which of the following is an example of a group in an organization's task environment?
A(n) __________ is a person or organization that helps another organization sell its goods and services to customers.
A(n) __________ is a person or organization that provides raw materials, services, equipment, labor, or energy to other organizations.
Two drug companies agree to work together to pool their research and development funds to develop a new drug for arthritis. In doing so, these two organizations can best be described as
The Environmental Protection Agency (EPA) administers environmental standards in the U.S. The EPA represents __________, part of an organizations' __________.
government regulators; task environment
ChemTech International is being picketed by a group of people who live by its biggest plant. The group is concerned about ChemTech's disposal of waste products into nearby waterways. In this instance, ChemTech is most likely dealing with __________ part of its __________ environment.
local communities; task
A human rights organization is urging consumers to boycott products made by Outbound Clothing because Outbound exploits labor in less developed countries where its manufacturing facilities are located. Outbound is dealing with __________, part of its __________ environment.
special-interest groups; task
which of the following statements about the mass media is true?
no manager can afford to ignore the power of the mass media
the general environment of an organization is also known as its
unemployment rates are examples of ______ forces in an organization's general environment
In the insurance industry, claims files previously maintained as paper documents are now stored on computers. This is an example of __________ forces in an organization's _________ environment.
which of the following is considered a demographic characteristic
Which of these is a situation in which you have to decide whether to pursue a course of action that may benefit you or your organization but that is unethical or even illegal?
whistleblowers are most likely presented with which of the following?
an ethical dilemma
standards of right and wrong that influence behavior are known as
the pattern of values within an organization is known as its
__________ are the relatively permanent and deeply held underlying beliefs and attitudes that help determine a person's behavior.
A manager, attempting to decide what decision will result in the individual's best long-term interests, is engaged in the __________ approach to deciding an ethical dilemma.
Pat, a manager at State University, is deciding how to set up a procedure for registering on-line that gives students fair access to courses. Pat is engaged in the ________ approach.
Issues of equity and fairness are usually tied to which of the following approaches to deciding ethical dilemmas?
Drug companies are often criticized for selling their drugs at exorbitant prices. When asked, they will often say that the pricing is fair given the amount of research and development that has gone into the drug. Without this high price, they argue that other new drugs that will help millions of people around the world could not be developed. Yet, those who cannot afford the high price and may die without the drug feel unjustly discriminated against. The drug companies are practicing which approach to this ethical dilemma?
The Sarbanes-Oxley Act of 2002 requires that a company's chief executive officer and chief financial officer must comply with which of the following?
must certify financial reports
New MBAs sometimes expect the employees they supervise to be obedient for obedience's sake. The level of personal moral development for which this statement is an example is the __________ level according to Kohlberg.
which of the following statements about a code of ethics is most true?
most codes of ethics offer guidance on how to treat stakeholders
Thomas, an assembly line worker for SoftTools Company, observes that his graveyard shift (midnight - 8 a.m.) manager removes safety guards from some machines so that the work can be done faster. Thomas sends a letter to top management reporting this. Thomas is a:
a manager's duty to take actions that will benefit the interests of society as well as of the organization is known as
__________ is the notion that corporations are expected to go above and beyond following the law and making a profit.
corporate social responsibility
Milton Firedman would have agreed with which of the following statements about social responsibility?
a company will not benefit the stockholders when it practices social responsibility
The economic development that meets the needs of the present without compromising the ability of future generations to meet their own needs is known as
Google made a pledge to investors when it went public to reserve 1% of its profit and equity to "make the world a better place." This action is the best example of corporate
Sergio is Manager of Human Resources for XYZ Company. News has just been released that the company has violated financial reporting laws. Based on research on the effects of such publicity, Sergio should expect that
job applications will decrease
which of the following is one of the layers of the "diversity wheel"?
which of the following would be considered a primary dimension of diversity?
______ is defined as the stable physical and mental characteristics responsible for a person's identity
which of the following dimensions is an example of a secondary dimension on the diversity wheel?
which of the following dimensions is an example of an organizational dimension on the diversity wheel?
the concept of the glass ceiling would most likely be experienced by which of the following people?
an african american woman who is a senior vice president at a large multinational bank
the americans with disabilities act requires employers to
reasonably accommodate an individual's disability
the belief that one's own culture is better than another culture is called
Joe believes that he was not promoted to professor at State University because of the university's desire to promote minorities and women to achieve greater diversity at higher ranks. More than likely Joe believes he is suffering from
which of the following is a way to become a world citizen?
learn rituals of respect
the trend of the world economy toward becoming a more interdependent system is called
Which of the following refers to the "shrinking" of time and space as air travel and the electronic media have made it easier for people of the globe to communicate with one another?
the beginning of the global economy can be traced to
the fall of the berlin wall
The term "global economy" refers to the ___________ tendency of the economies of the world to interact with one another as ______ market instead of ______ national markets.
increasing; one; many
which of the following is an effect of global economic interdependency?
A) increased economic activity
B) the easy flow of money throughout the world
D) the tremendous emphasis on speed, flexibility, versatility, and permanent change.
E) All of the above are effects of global economic interdependency.
which of these is also referred to as a "corporation on steroids"?
based on technology philosopher Negroponte's reasoning, we are likely to see
more small, fast-moving startup companies and more megamergers
which of the following is an advantage of small companies
small companies can change directions quickly
a business firm with operations in several countries is called a
a nonprofit organization with operations in several countries is called a
the Church of Latter Day Saints is an example of a
__________ managers accept that there are differences and similarities between home and foreign personnel and practices and that they should use whatever techniques are most effective.
Alvin is a manager who accepts that differences and similarities exist between home and foreign personnel and practices, and that the company should use whatever techniques are most effective. Alvin can be described as a(n) __________ manager.
a "polycentric" manager believes that
native managers in foreign offices best understand native personnel and practices
Wayne, the American head of a mid-sized multinational corporation has sent his best U.S. managers to an African subsidiary because he wants to be sure that the "job gets done right" to use his words. Wayne is most likely a(n) __________ manager.
ethnocentrism is most likely linked to
high turnover among employees in foreign subsidiaries
which of these might also be called parochialism?
which of the following is a reason why companies expand internationally?
greater access to capital
XYZ, an American corporation, builds a manufacturing plant in Mexico, employs Mexican citizens and receives favorable tax treatment by the Mexican government. XYZ is
when a company uses a supplier outside itself to provide goods and services, it is
a company that is buying goods outside the country and reselling them domestically is involved in
a company that is producing goods domestically and sells them outside the country is involved in
a company that barters goods for other goods is involved in
ABC, an American company, produces paper products. It arranges a trade with a Russian firm for metal fasteners that the Russian firm produces. ABC then resells the metal fasteners. ABC is involved in
DuPont Corporation allows a firm in Brazil to make a Teflon. This is an example of
A company allows a foreign firm to pay it a fee and a share of the profits for using the first company's brand name and a package of materials and services. This is called
Namibia has a law that prohibits foreign companies from ownership of firms within the country. In order to have a presence in that country a company may engage in a ___________ with an existing company in Namibia.
A U.S. company agrees with a foreign company to start a new enterprise together in a foreign country, sharing the risks and the rewards. This is called a
ABC Company operated as a Polish independent business in Poland until it was purchased by the American XYZ Corporation. ABC is now a __________ of XYZ Corporation.
wholly owned subsidiary
Nike agrees with a Pakistani company that the Pakistani company can manufacture Nike running shoes and pay Nike a fee to distribute them in Pakistan. Nike has engaged in
Burger King provides the use of its name plus operating know-how to companies in Canada in return for a fee plus a percentage of profits. Burger King is
the movement of goods and services among nations without political or economic obstruction is called
the use of government regulations to limit the import of goods and services is called
which of the following is a form of trade protectionism?
Japan has increased the price of rice imported from the United States through a tax on American rice. This is a form of
A number of years ago, the U.S. charged a duty of 18% - 67% on imported Japanese steel. This is an example of a(n)
__________ is the practice of a foreign company's exporting products abroad at a lower price than the price in the home market—or even below the costs of production—in order to drive down the price of the domestic product.
a limit on the numbers of a product that can be imported is called a
The United States implemented a complete ban on the importation of beef raised in Great Britain. This is an example of a(n)
the U.S. does not allow the import of Cuban sugar and cigars. This is an example of an
A number of years ago, the U.S. limited the amount of steel that was imported. This is an example of a(n)
quotas are designed to prevent
The practice of a foreign company's exporting products abroad at a lower price than the costs of production, in order to drive down the price of the domestic product, is called
The principal organization that provides low-interest loans to developing nations for improving their infrastructures is called the
the ______ is designed to monitor and enforce trade agreements
the principal organization that was designed to assist in smoothing the flow of money between nations is called the
When Thailand's currency dropped precipitously in value in the 1990s, the __________ helped by loaning money to various Asian countries.
The __________ is the rate at which one country's currency can be exchanged for another country's currency.
which of the following is a major trading bloc?
the economic community that includes Italy and Holland is the
which of the following countries is a member of Mercosur?
which of the following countries is a member of APEC
__________ is a trading status describes a condition in which a country grants other countries favorable trading treatment such as a reduction of import duties.
most favored nation
Managers trying to understand other cultures need to understand basic cultural perceptions embodied in which of the following?
A nation's __________ is the shard set of beliefs, values, knowledge, and patterns of behavior common to a group of people.
A(n) __________ is when people rely heavily on situational cues for meaning when communicating with others.
which of the following is a cultural dimension of Hofstede's model?
the degree to which people accept inequality in social situations is known as
__________ is when people feel uncomfortable with uncertainty and support beliefs that promise certainty and conformity.
high uncertainty avoidance
which of the following is a cultural dimension in the GLOBE project?
People of different cultures have different ideas of what is an acceptable distance between people when having a business discussion. This nonverbal element is called
______ is a preference for doing one thing at a time
which of the following statements about polychronic time is true?
A) Most people in Latin America have a polychromic view of time.
B) Multitasking is present in this view of time.
C) People who view time through a polychronic lens have a preference for doing more than one thing at a time.
D) Arab cultures have a polychronic view of time.
E) All of the above statements are true.
the religion with the most followers worldwide is
planning is defined as
setting goals and deciding how to achieve them
planning is the ____ step in the management process, and involves setting goals and deciding how to achieve them
which of the following is a step in the planning and strategic management process?
formulate the grand strategy
which of the following is a benefit of planning?
planning helps you cope with uncertainty
A company that focuses on developing new products or services and in seeking out new markets, rather than waiting for things to happen, is known as a
Which of the following is one of the organizational responses to uncertainty identified by Miles and Snow?
XYZ Company scans its environment regularly. However, it does not tend to seek opportunities outside its present markets. This company would most likely be a (n)
A company that believes in letting other organizations take the risks of product development and marketing and then imitate what seems to work best is called a (n)
which of the following statements about the adaptive cycle is true?
A) Miles and Snow introduced this idea.
B) The adaptive cycle means that businesses are continuously cycling through decisions about three kinds of business problems.
C) Selecting and making adjustments of products and markets is one of the business problems that is part of the adaptive cycle.
D) Establishing roles, relationships, and organizational processes are part of the adaptive cycle.
E) All of the above statements are true of the adaptive cycle.
which of the following is in the correct order?
mission statement & vision statement, strategic planning, tactical planning, operational planning
which level of management is more often engaged in operational planning?
what is the time frame of a strategic plan?
the statement of an organization's purpose or reason for being is called its
a "vision statement" is a statement of
what the organization wants to become
When an organization plans effectively, it plans in three phases. Starting with the one that should come first, what is the correct order of these phases?
strategic, tactical, operational
The _________ identifies the goods or services the organization provides and will provide, and the reasons for providing them.
Roger Enrico of PepsiCo, had a clear sense of the future and the actions needed to get there. This is an example of a(n)
Bartolome is participating with other managers in a discussion about what his organization's goals should be for the next five years. He is participating in
Imelda is meeting with other managers to discuss how the departments within her division can work together in the next twenty-four months to support the organization's goals. She is participating in
Ivan is meeting with his subordinates to work out the numbers of positions for workers needed to handle production for the next 6 months. Ivan is involved in
which of the following would be associated with operational planning?
directing daily tasks of non-managerial personnel
Harley Davidson Motorcycles states that it will improve its profit margin by 15% by ensuring continued high sales of its products for the next three years. This is a statement of Harley Davidson's
a _______ outlines the general responses to a designated problem or situation
a _______ designates specific required action
a ______ outlines the responses to particular problems or circumstances
the space shuttle discovery is an example of a
a single-use plan of less scope and complexity than a program is a
MBO stands for
management by objectives
MBO was developed by Peter Drucker in the
the first step in the MBO process is
jointly set objectives
in practicing MBO, a manager should
set objective jointly with employees
after setting goals, managers should next
prepare an action plan for accomplishing the goals
MBO works by "cascading" objectives; that is, they become more __________ at lower levels of the organization.
which of the following would BEST describe MBO?
its purpose is to motivate employees
a "SMART" goal is one that is
specific, measurable, attainable, results-oriented, and has targeted dates.
In MBO, the structure of the objectives—organizational, divisional, departmental, and individual—is called the ________ of objectives.
which of the following is the best statement of a goal?
i want to lose 20 pounds by June 1, 2010
the constant feedback loop designed to ensure plans stay headed in the right direction is called the
planning/ control cycle
improving future plans is part of which step in the planning/ control cycle?
controlling the direction
project planning is most often followed by
A project team whose members are separated from the normal operation of an organization and asked to produce a new, innovative product is called a
the four stages of a project are, in order:
definition, planning, execution, closing
Anthony's main focus is to complete his project on time. This project is in the ____________ stage.
Juanita is identifying the facilities and equipment that will be needed in a project. This project is in the _________ stage.
Muhammad is conducting training of the end-users of a new computer system that is being installed. This project is in the ____________ stage.
Barbara is identifying the facilities and equipment needed to make the "big picture" happen. This project is in the ___________ stage.
when a student is identifying a topic for a research paper, she is in the ____ stage of a project
Joyce is in the library checking to see how much material is available on a topic she has tentatively chosen for a research paper. Joyce is in the ___________ stage of her project.
which of the following is a stage of the project life cycle?
a large-scale action plan that sets the direction for an organization is called a
Wal-Mart is guided by the following credo: "Find out what customers want, then provide it to them as cheaply and quickly as possible." This is Wal-Mart's
effective strategic management involves
managers from all parts of the organization
Which of the following would be considered a reason for adopting strategic management and strategic planning?
to encourage new ideas
Which of the following statements about strategic planning and strategic management is true?
strategic management is a process that involves managers from all parts of the organization
bad planning usually is a result of which of the following?
A) information overload
B) ineffective group dynamics
C) poor assessment of an organization's capabilities
D) faulty assumptions about the future
E) Bad planning usually results from all of the above.
which of the following is a cause of bad planning?
faulty assumptions about the future
which of the following is an area a company needs to get in and stay ahead in order to sustain a competitive advantage?
C) being responsive to customers
E) All of the above are areas in which a company needs to get and stay ahead.
__________ attempts to achieve sustainable competitive advantage by preserving what is distinctive about a company.
which of the following statements about strategy and strategic positioning is true?
A) Strategic position emerges from three sources.
B) Strategy requires trade-offs in competing.
C) A company has to choose not only what strategy to follow but what strategy not to follow.
D) Strategy involves creating a "fit" among activities.
E) All of the above statements about strategy and strategic positioning are true.
research on strategic planning positively affected firm performance in
firms of all sizes
according to the text, a small firm is likely to benefit significantly from strategic planning
when it is in a very competitive industry
Zach manages a small video rental store. In order to determine if strategic planning will be likely to help his business, Zach should primarily assess
how many competitors he has
the most important thing a good mission statement should express is the
how many steps are in the strategic-management process?
which of the following is the second stage in the strategic-management process?
establish the grand strategy
which of the following is the final step of the strategic management process?
maintain strategic control
which of the following is a question that should be answered by a company's mission statement?
what is our basic technology?
Which of the following is a question that should be answered by a company's vision statement?
is it ambitious?
the "grand strategies" are
growth, stability, defensive
techno tools is selling off land, buildings and some of its product inventory. It is pursuing which of these strategies?
ABC Company has developed new products to appeal to more potential buyers. ABC is pursuing a ___________ strategy.
Rocky Mountain Ski and Snowboard is a small shop that provides ski equipment for Rocky Mountain skiers. It has decided to increase advertising in the Denver Post and the Vail Voice as well as sponsor one of the mountain competitions. It is following which strategy?
a strategy that involves little or no significant change is the ______ strategy.
A company declares bankruptcy. Which of the following strategies has the company followed?
ABC Company phased out its line of typewriters last year. ABC is engaged in a _________ strategy.
XYZ has acquired a new company with a similar business service. XYZ is engaged in a ____________ strategy.
the process of putting the company's strategic plans in place is called
__________ is the process of choosing among different strategies and altering them to best fit the organization's needs.
___ consists of monitoring the execution of strategy and making adjustments, if necessary
which of the following is a suggestion by Bryan Barry to keep a strategic plan on track?
A) Engage people
B) Stay focused
C) Keep moving
D) Keep it simple
E) All of the above are Barry's suggestions to keep a strategic plan on track.
Which of the following points will most likely streamline an effective meeting?
Marjorie does her homework in advance of the meeting and prepares an agenda with the most important items discussed first.
managers need to do a ____ as a starting point in developing a grand strategy
SWOT analysis is also known as
When analyzing the "S" in a SWOT analysis, a manager might be assessing
good financial resources of the firm
When analyzing the "W" in SWOT analysis, a manager might be assessing
high turnover of employees
When analyzing the "O" in SWOT analysis, a manager might be assessing
When analyzing the "T" in SWOT analysis, a manager might be assessing
Analysis of the local and regional labor force would be part of the assessment of a company's
opportunities or threats depending on the outcome of the analysis
a manager assessing the skills and capabilities of the organization is involved in analysis of
strengths and weaknesses depending on the outcome of the assessment
Karen has just completed an assessment that indicates that her employees lack technological expertise to produce a new product line. She has discovered one of her firm's
Martina has prepared a report that details how her organization's customer service function fails to handle customer complaints effectively. Her report would be an input into the __________ part of a SWOT analysis.
Environmental factors that hinder an organization's achieving a competitive advantage are known as
a vision or projection of the future is called a
the creation of alternative hypothetical but equally likely future conditions is called
Which of the following is one of the forces that affects industry competition, according to Porter?
A) bargaining power of buyers
B) bargaining power of suppliers
C) threats of new entrants
D) substitute products and services
E) All of the above are forces that affect industry competition according to Porter.
Generic strategies include
cost leadership, differentiation, cost focus, focused differentiation
The company's CEO puts pressure on the firm's R&D managers to develop products that can be created cheaply for the world's consumers. The firm would be following a
An organization that is offering unique, superior products or services to a wide market is pursuing a strategy of
an example of a firm pursuing a cost-leadership strategy is
an example of a firm that pursues a differentiation strategy
Timex Watch makes inexpensive but reliable watches sold throughout the U.S. and is an example of an organization pursuing a _________ strategy.
An organization that keeps costs and prices low in targeting a narrow market is pursuing a strategy of
An organization that offers unique, superior products or services to a narrow market is pursuing a strategy of
an example of a firm that pursues a cost-focus strategy is
regional gas stations
an example of a firm that pursues a focused-differentiation strategy is
the stages of the product life cycle, in order, are
introduction, growth, maturity, decline
in the growth stage of the product life cycle, most products are most likely
making the most profits
The stage of the product life cycle during which competitors enter the market is the _____________ stage.
During the growth stage of the product life cycle, managers would advance their attack by
continuing with the strategy used in the introduction stage
during the maturity stage of the product life cycle, managers should expect that
sales will start to decline
during the introduction stage, managers should
invest in inventory and staff
XYZ carefully tracks the sale of its new Model III widget. Many competitors have recently entered this highly competitive market. Over the past 3 months, sales have started to decline. The product is probably in the __________ stage of the product life cycle.
Time Warner runs different divisions specializing in television, music, and publishing. Time Warner is using a(n) __________ strategy.
the benefit of a single-product company is
__________ means the economic value of separate, related businesses under one ownership and management is greater together than the businesses are worth separately.
keeping track of what competitors are doing is called
Which of the following is a legal way to gain information about competitors so that the company can anticipate competitive moves and react appropriately?
use investor information
__________ consists of linking the three core processes of any business together to get things done on time according to Bossidy and Charan.
the most important concern of global CEO is
excellence in execution
which of the following is a question a strong strategic plan must address?
can the business execute the strategy?
which of the following is a behavior of a leader who executes?
A) know your people and your business
B) insist on realism
C) follow through
D) know yourself
E) All of the above are behaviors of a leader who executes.
Which of the following statements about biased decision making is true?
When confronted with a choice, decision makers with strong prior beliefs tend to make their decision based on their beliefs even if their beliefs are false.
the extent to which a person has a high need for structure or control in her life is called
tolerance for ambiguity
a person with high tolerance for ambiguity has
comfort with chaotic situations
a "directive" decision-making style reflects a person who is ____ in his value orientation and _____ in his tolerance for ambiguity
A person with a conceptual decision-making style is __________ in her value orientation and __________ in her tolerance for ambiguity.
A person who is oriented toward people and social concerns and has a low tolerance for ambiguity is __________ in her decision-making style.
A person who is oriented toward task and technical concerns and has a low tolerance for ambiguity is __________ in his decision-making style.
Bill is supportive of his employees and prefers to have verbal conversations rather than written memos. His style is most likely
Imelda is a careful decision maker who has a reputation for taking a long time to make decisions. She is very thorough in collecting information and evaluating more alternatives than other managers are. Imelda is most likely ___________ in her decision-making style.
Ian is very creative and prefers to look at the long-term issues when making a decision. He considers a wide variety of possible actions based on an open mind about the possibilities. Sometimes his coworkers find him indecisive because of these tendencies. Ian is probably _________ in his decision-making style.
Aleha is very social and likes being around others. She is very supportive of her subordinates and receptive to their ideas. She is constantly out of her office interacting with other people. Everyone knows that she can always be counted on to pitch in when help is asked. Aleha is most likely __________ in her decision-making style.
which of the following is a step in the rational decision-making model?
identify the problem or opportunity
which of the following is a rational model of decision-making?
business decision making may be ______, but often it is _______.
In which stage in the rational decision-making model do you evaluate the chosen solution's ability to take advantage of an opportunity?
this is not part of the rational decision-making model
Determining what is actually happening versus what is desirable is associated with which stage of the rational decision-making model?
A diagnosis is used during __________ of the rational decision-making model in order to analyze underlying causes.
in which stage in the rational decision making model are alternative solutions thought up?
in which stage in the rational decision-making model do you implement and evaluate the solution chosen?
which of the following is a possibility in an attempt to correct an action that is not working?
the concept of "bounded rationality" is related to the ____ model of decision making
The concept that suggests that the ability of decision makers to be rational is limited by numerous constraints is called
managers who seek alternatives until they find one that is satisfactory but not optimal, are engaged in
The model that suggests that managers take small, short-term steps to alleviate a problem is the ___________ model.
which of the following is a hindrance to perfectly rational decision making?
A) nformation overload
B) different priorities
C) conflicting goals
D) imperfect information
E) All of the above hinder perfectly rational decision making.
the incremental model of decision-making suggests that managers make decisions by
taking small steps to alleviate a problem
evidence-based decision making depends on
an attitude of wisdom
which of the following is an implementation principle described by Pfeffer and Sutton?
no brag, just facts
which of the following is a reason why it is hard to bring the best evidence to bear on your decisions?
A) The side effects outweigh the cure.
B) There's too much evidence.
C) Stories are more persuasive.
D) You are trying to mislead you.
E) All of the above are reasons why it is hard to bring the best evidence to bear on decisions.
which of the following is an attribute that occurs among analytics competitors?
going beyond simple descriptive statistics
a graph of decisions and their possible consequences is known as a
Someone trained about matters of ethics in the workplace, particularly about resolving ethical dilemmas is known as a(n)
according to Constance Bagley, ethical decisions can be facilitated with the use of a(n)
which of the following questions is part of the ethical decision tree?
would it be ethical not to take the action?
The general moral principles for managers ("the magnificent seven") helps to ensure that managers' decisions are
principled, appropriate, defensible
which of the following is one of the "magnificent seven" general moral principles for managers?
which of the following moral principles for managers deals with promises, contracts, and commitments?
which of the following is an advantage of group decision making?
greater commitment to the decision
Which of the following is a disadvantage of group decision making?
the tendency of group members to agree for the sake of unanimity is called
the tendency of a group to settle on a decision that is "good enough" is called
when the primary goal of a group is subsumed by a secondary goal, _____ has occurred
Which of the following characteristics of group members may lead to "groupthink?"
they may be too confident
Boris has assembled a task force that is composed of people who don't know each other well. He should expect this group to make better decisions when
the members have common knowledge
the ____ a group is the ___ the quality of the decision
which of the following statements about group decision making is true?
managers should utilize groups in decision making on a selective basis
Which of the following is a practical guideline in determining whether to use group decision-making?
when it can increase development
which of the following is part of PM ( participative management)?
A) process of involving employees
B) setting goals
C) making decisions
D) solving problems
E) All of the above choices are part of PM.
which of the following factors is one that a manager should consider in deciding whether to use a group?
increasing acceptance of the decision
The process of involving employees in setting goals, making decisions, solving problems, and making changes is called
Research on the effects of participative management (PM) on employees' performance and satisfaction indicates that
PM has a small positive effect on both
Which of the following is a factor that can help make participative management work?
employees trust managers
Factors that can help make participative management (PM) work include which of the following?
A) top management is continually involved
B) employees are properly trained
C) employees don't work in interdependent jobs
D) PM is implemented with TQM
E) All of the above choices are factors that can help make participative management work.
__________ is a technique used to help groups generate multiple ideas and alternatives for solving problems.
__________ is a method for increasing creativity in which members of a group come together over a computer network to generate ideas and alternatives.
A manager decides to take no action in the belief that there will be no great negative consequences. She is engaged in
Zoe must decide whether to sign an extension to her lease for her small coffee shop, but she decides to take no action because she believes there will be no great negative consequences. Zoe is practicing
passing the buck or procrastinating about a decision are examples of
Martina is so sick of dealing with Max, a problem subordinate! She can't sleep well, her stomach is bothering her, and she snaps at her husband. Martina is most likely experiencing a ___________ reaction.
Ling Lee procrastinates making a decision about the morale problem among assembly workers. After all, she thinks, maybe someone else will figure out what to do. Ling Lee is experiencing a ________ reaction.
strategies that simplify the process of decision making for managers are called
managers tend to give more weight to more recent behavior. This is largely due to the
Sue hired a successful employee from ABC University. She is convinced that hiring from ABC University in the future will produce the same level of success. This is an example of a (n)
Managers in Company X have given employees raises year after year based on what they had given the year before even though these raises were completely out of line with what other companies are paying for the same skills. This is an example of a(n)
anchoring and adjustment bias
when a manager uses only the information he remembers to make a decision, he is suffering from
As Janine prepares to perform Ryan's performance review, she carefully reviews notes she made during the year. Janine is attempting to avoid the ________ bias.
Latisha has interviewed 5 candidates for an open position she supervises. The position is open because Latisha fired the last jobholder due to excessive absenteeism. One of the candidates, William, is about to graduate from ABC University, the same college that the previous jobholder graduated from. Even though William seems to be the best candidate, Latisha feels reluctant to hire him. Latisha is feeling a __________ bias.
Having just spent 00 for a new engine for his old car, Raimundo now learns his transmission needs to be replaced. Raimundo decides to junk the car. Raimundo has avoided continuing the __________ bias.
escalation of commitment
Former President Lyndon B. Johnson's pressing on with the Vietnam War despite mounting casualties abroad and political upheavals at home was most likely due to a(n)
escalation of commitment bias
The idea that decision makers find the notion of an actual loss more painful than giving up the possibility of a gain is called
which of the following statements about delegation is true?
don't delegate emergencies
which of the following should a manager delegate?
tasks that match the skills and motivation of subordinates
organizational culture can be described as
A) a system of shared beliefs and values.
B) "social glue."
C) an organization's personality.
D) something that guides the behavior of organizational members.
E) all of the above.
the core values of an organization are known as its
The competing values framework classifies organizational cultures into which of the following?
clan, adhocracy, market, and hierarchy cultures
which of the following is an example of an observable artifact?
rituals and ceremonies
ArcCo Electric is a mid-sized company that prides itself on offering the best salaries and benefits, and treating everyone who works there with equal respect. The caring attitude everyone displays is truly part of its organizational culture and because of it everyone in the organization is truly involved. ArcCo is most likely an example of a __________ culture.
Digital Globe is a technology company that provides the most up-to-date satellite pictures of the globe, digitalized for electronic use. As the military, governments, and others demand clear pictures of certain areas of the world, Digital Globe provides them immediately. Digital Globe has a research department that creates innovative software products by being adaptable and quick to respond to changes in the market. Digital Globe is most likely an example of a __________ culture.
_____ values are the explicitly stated values and norms preferred by an organization
______ values are the values and norms actually exhibited in the organization
culture is transmitted to employees in several ways, most often through such devices as
D) rites and rituals.
E) all of the above.
A narrative based on true events which may be embellished to emphasize a particular value is called a
a ____ is an object, act, quality, or event that conveys meaning to others
Southwest Airlines employees all know about when CEO Herb Kelleher visited one of the airlines' hangars in the middle of the night in a dress with a purple boa - just to liven things up. In fact, this is part of Southwest's history. This is an example of a
A __________ is a person whose accomplishments embody the values of the organization.
which of the following statements about organizational culture is most true?
A) It promotes social-system stability.
B) It shapes behavior by helping employees make sense of their surroundings.
C) It facilitates collective commitment.
D) It can powerfully shape an organization's long-term success.
E) Organizational culture can do all of the above.
In which cultural perspective do employees adhere to the organization's values because they believe in its purpose?
What cultural perspective assumes that an organization's culture must align with its business or strategic context?
What cultural perspective assumes that the most effective cultures help organizations anticipate and adapt to environmental changes?
Which of the following cultural perspectives leads to the highest long-term financial performance?
which of the following is a way culture becomes embedded in an organization?
rewards, titles, promotions, and bonuses
Which of the following organizations can be classified as a mutual-benefit organization?
The United Way, a charitable organization, is considered a __________ organization.
Which of the following is an example of a mutual-benefit organization?
United Mineworkers Union
another term for the chain of command of an organization is
which of the following statements is good advice for choosing a mentor?
look for someone different from you
The arrangement of having discrete parts of a task done by different people is called an organization's
division of labor
An organization's _________ is a control mechanism for making sure the right people do the right things at the right time.
chain of command
A supervisor has 40 employees under her; this would be considered a __________ span of control.
today, what is considered to be the ideal span of control
there is no consensus as to what is ideal
the right to make decisions and give orders is called
____ means that managers must report and justify work results to managers above them
the obligation you have to perform the tasks assigned to you is called
____________ refers to the rights inherent in a managerial position to make decisions, give orders, and utilize resources.
The process of assigning meaningful authority and responsibility to managers and employees lower in the hierarchy is called
______ is the concept that best describes types of managerial positions
line versus staff
In ABC Insurance, the hiring decisions are all made by top management. ABC is an example of a(n) ___________ organization.
which of the following is a characteristic of a simple structure?
in a functional structure, people with _____ are grouped together
similare occupational specialities
Charity Hospital has a Chief of Medical Services, a Director of Administrative Services, and a Director of Outpatient Services. Charity has a ___________ structure.
In which of the following structures are people with similar occupational specialties put together in formal groups?
Your insurance company has one large complex in your home city, which sells and oversees life insurance to all of its clients. In a neighboring state, the same insurance company has a complex that sells and services auto and home insurance. This represents a ____________ structure.
____ group activities around similar products or services
_____ group activities around defined regional locations
_____ group divisions or business units around common customers or clients
The Lemon Automobile Company has combined the functional and product divisional chains of command in a grid so that there are two command structures—vertical and horizontal. This organization has a ___________ structure.
An organization that contains two command structures, and in which some people actually have two bosses, is a __________ structure.
An organization where teams or workgroups, either temporary or permanent, are used to improve horizontal relations and solve problems throughout the organization uses a __________ structure.
A __________ structure has a central core that is linked to outside independent firms by computer connections, which are used to operate as if all were a single organization.
the process of fitting an organization to its environment is called
A manager decides to use a contingency approach in determining the best kind of structure for her organization. Which of the following is a factor that she would consider?
B) environmental conditions
D) life cycle
E) All of the above are factors that she would consider.
in a mechanistic organization
tasks and rules are clearly specified
McDonald's has a procedure for making hamburgers that specifies the order in which ketchup and mustard are put onto the burger. McDonald's is a(n) ____________ organization
in an organic organization,
the span of control is wider
A firm that tends to rely on routines and policies even as new events occur is most likely to be a(n) __________ organization.
The top management team of ABC Company is meeting to discuss possible changes in the structure of the company. Over the past 10 years, its environment has become increasingly unstable; changes are very difficult to predict. ABC should move toward having a(n) _________ structure.
ABC Company has decided to move toward having a more organic structure. ABC should
simplify and eliminate rules and procedures
XYZ designs and manufactures components for computer drives (USB, hard, DVD). XYZ would best be served by an organizational structure that is
the tendency of the parts of an organization to fragment is called
the tendency of the parts of an organization to draw together to achieve a common purpose is called
According to Lawrence and Lorsch, the ______________determine(s) the degree of differentiation or integration that is appropriate.
stability of an organizations environment
differentiation arises because of _____ and _____
technical specialization; division of labor
ABC Company has product divisions for hardware, electrical supplies, and plumbing supplies. Each has its own production facility and sales staff. ABC is
At XYZ Inc., specialists from marketing, manufacturing, finance, and engineering departments work closely together on new product development teams. XYZ is
which of the following is a means for achieving integration?
A) formal chain of command
B) standardized rules and procedures
C) use of cross-functional teams
D) use of computer networks
E) All of the above are means for achieving integration.
The top executives at the Lemon Automobile Company have recognized that they are much slower than their competition at getting new designs to market. The problem seems to stem from problems in coordinating among the various functional departments that are involved in the new car design process. The company should
create cross-functional teams for development
the ____ an organization, the more ____ it is
organizational size is usually measured by
number of employees
woodward's model stresses the important influence of ____ on ______
technology; organizational design
in the context of woodward's model, technology is
tools and ideas for creating outputs
in a _______ technology, goods are custom-made to customers; specifications
which type of organization is most likely to be organic?
Small-batch organizations tend to be __________ formal and to be __________ flexible.
which of the following is a stage in the life of an organization?
In general, organizations are more organic when in the _______ and _______ stages, and they are more mechanistic in the _______ and _______ stages.
birth, youth; midlife, youth
general motors is currently in what stage of their organizational life cycle?
Apple is currently in what stage of its life cycle?
which of the following is a positive way to sand out in a new job?
A) get to know some people and listen to what they have to say
B) be aware of the power of first impressions
C) make it easy for others to give you feedback
E) All of the above are positive ways to stand out in a new job.
The activities managers perform to plan for, attract, develop and retain an effective workforce are called
human resource management
which of the following is a part of the strategic human resource management process?
perform appraisals of people
what is the fifth step in the strategic human resource management process?
recruit and select people
the economic or productive potential of employee knowledge and actions is called
The economic or productive potential of strong, trusting, and cooperative relationships is called
the purpose of the strategic human resource process is to
get optimal work performance to help realize company's mission and vision
The process of determining the basic elements of a job by observation and analysis is called job
A __________ describes the minimum qualifications a person must have to perform the job successfully.
Joe, a human resources specialist for Jersey Office Supplies Co., rides along with the furniture delivery people to observe the problems they were encountering and what activities they were required to perform. Joe was performing a
In considering the staffing an organization might need in the future, human resource managers should
project the organization's vision and strategy and staff based on that possibility
A report listing your organization's employees by name, education, training, languages, and other important information is called a(n)
human resource inventory
Legislation passed in 1935, the __________ Act, resulted in the National Labor Relations Board.
which piece of legislation established the U.S. retirement system?
social security act
The __________ Act allows the President of the United States to prevent or end a strike that threatens national security.
Which of the following protects employees who raise accusations of fraud to a federal agency?
the law that requires an extension of health insurance benefits after termination is the
consolidated omnibus budget reconcilliation act (COBRA)
which of the following laws/regulations is related to labor relations?
which of the following laws/ regulations is related to equal employment opportunity?
Civil Rights Act, Title VII
Which of the following permits suits against employers for punitive damages in cases of intentional discrimination?
civil rights act
__________ occur(s) when people are hired or promoted—or denied hiring or promotion—for reasons not relevant to the job.
which of the following statements about sexual harassment is true?
Quid pro quo suggests that the person to whom the unwanted sexual attention is directed is put in the position of jeopardizing being hired for a job unless he or she implicitly or explicitly acquiesces.
The process of locating and attracting qualified applicants for jobs open in the organization is called
Placing information about job vacancies and qualifications in places in the organization where employees can see them such as bulletin boards is called
which of the following external recruiting methods work best?
Mel scheduled a special interview with Kasha before Kasha was hired, in which Mel painted a picture of both the positive and negative features of the job. Mel was performing a
realistic job preview
which of the following statements about background information is true?
A) The most prevalent distortion in a resume is lying about education.
B) People sometimes attempt to cover gaps in employment history.
C) People lie about their ages in their application information.
D) Many employers don't give honest assessments of former employees.
E) All of the above statements are true.
The type of interview that is most likely to cause managers problems because of its potential for bias and questionable legality is the
which of the following is something a manager should do during the interview process?
After the interview write a short report making a quantitative score of the candidate's qualifications.
Monica asks Tasha, in a job interview, "Tell me about a time when you were able to deal with conflict in your work." Monica is conducting a(n)
behavioral description interview
which of the following is considered, legally, to e an employment test?
A) personality tests
C) application forms
D) checking experience requirements
E) All of the above are legally considered employment tests.
the myers-briggs type indicator is considered a ___ test
a test that measures what it claims to measure and is free of bias is said to be
__________ refers to educating __________ employees in how to better do their current jobs.
training; technical and operational
__________ refers to educating __________ employees in skills needed to do their jobs in the future.
development; managerial and professional
which of the following methods is effective in helping people learn facts such as work rules?
Arifeen is designing a training class that is aimed at improving teamwork among people on task forces. What method should he choose?
which of the following is an on-the-job training method?
planned work activities
which of the following is a form of off-the-job training?
MBO is consistent with a ____ performance appraisal
performance appraisal consists of
assessing performance and providing feedback
Lupe is conducting a performance appraisal on Martin. The form her company uses asks her to list the objectives that she and Martin agreed to last year, and indicate how well Martin met each objective. Lupe's company is using a(n) ________ system of performance appraisal.
The type of performance appraisal that focuses on attitudes, initiatives, and leadership is a(n) __________ appraisal.
The type of performance appraisal that judges attributes like being on time for work is a(n) ____________. appraisal
Matilde is conducting a performance appraisal on Wayne, one of her subordinates. The company's performance appraisal form asks her to rate Wayne's performance on "ability as a leader" on a scale from 1 to 5. Matilde's company has a(n) _________ appraisal system.
Jose is performing an appraisal of Rene, one of his subordinates. The company's performance appraisal form asks him to rate Rene's performance on teamwork on a scale ranging from, "Always meets his commitments to fellow team members and is always ready to help them when needed," to "Consistently late in meeting commitments to team members and rarely does more than required." Jose's company has a(n) _________ system of performance appraisal.
the type of appraisal system that is least likely to be valid is the _____ system
most performance appraisals are done by
A feedback technique in which a manager is appraised by his boss, peers, subordinates, and possibly clients is called a
in giving feedback to a subordinate, a manger should
keep "diaries" about specific incidents of subordinates' performance
which of the following is the best statement of feedback?
"your last report contained seven errors"
a manager's primary purpose in performance appraisal should be to
help the subordinate improve his performance
which of the following is a type of compensation
E) All of the above are types of compensation.
which of the following is an example of an employee benefit?
On being hired, executives often negotiate generous severance packages that they receive if the company is bought. These are called
which of the following is a characteristic of a successful incentive pay plan?
plan that is consistent with the organization's existing goals
in managing communicate with subordinates about the plan
regularly communicate with subordinates about the plan
which of the following is a reason why an employee may be transferred?
A) her skills are needed in another part of the organization
B) retain her interest and motivation by being presented with a new challenge
C) personal differences with her present boss
D) broaden her experience
E) All of the above are good reasons to transfer an employee.
when we say that an employee has been dismissed "for cause", we mean that
he is being fired for his job performance
which of the following is a reason to fire an employee for cause?
A) The employee breaks the law.
B) The employee has sloppy work habits.
C) The employee has excessive absenteeism.
D) The employee interacts poorly with customers
E) All of the above are reasons to fire an employee for cause.
__________ means that anyone can be dismissed at any time for any reason at all—or for no reason.
employment at will
which of the following is a good suggestion for handling a dismissal?
offer assistance to the dismissed employee in finding another job
which of the following is an effective way to deal with change and innovation?
have the courage to follow your ideas
which of the following is a supertrend shaping the future of business?
some traditional companies many not survive radically innovative change
a change in response to problems or opportunities is called a
which of the following is an example of a proactive change?
Mary explores improvements in working conditions with her staff and begins to implement them prior to any real discontent on the part of the staff.
Wal-Mart's use of RFID (a type of technology that allows it to improve inventory turnover) is an example of: a _________ change.
Which of the following is an example of a force for change originating outside the organization?
Changing drinking habits have led to an increase in wine sales and a decrease in whiskey sales. This is an example of a(n) _______ change.
social & political
More companies are forging strategic alliances with other firms. This is an example of a(n) ________ change.
inside forces for change include which of the following?
Cape Cod Potato Chips, a small business in Massachusetts, finds that 60% of the qualified candidates for open jobs are women This is the first time that women have comprised over half of the qualified candidate pool. This is an example of a(n) _________ change.
Tony, the owner of Ciro di Pasta restaurant on Cape Cod is open during the "high season" from May until October. He has always hired college students on summer vacation. In recent years, the number of workers who quit mid-summer has risen significantly. When he asks, they say they are quitting because they "have enough money" or "want the time off". This is most likely an example of a(n) ________ change.
social or political
Recently many older workers who had planned to retire soon decided to keep working longer. This is an example of a _________ change.
social or political
which of the following would be an indicator for an organization that change might be needed?
A) excessive conflict between managers and employees
B) job dissatisfaction
C) high absenteeism
D) unmet needs
E) All of the above are indicators that change might be needed in the organization.
The Human Resource Department at ABC Company has just calculated the absenteeism rate for 2009, and it is 25% higher than it was in 2007 and 2008. ABC should
investigate whether employees have become dissatisfied with their jobs
Employees at ABC Manufacturing belong to the Widget Makers Union. The union has struck or come close to striking several times over the past 25 years. Labor negotiations have historically been very tense. ABC most likely needs to focus on changing
forces originating inside the organization
XYZ Insurance Company is about to install a new computer system that will change the way claims adjusters settle claims. Adjusters will be able to do the adjustment and issue the check right at the scene of the accident! XYZ most likely needs to focus on changing employee
employees might feel they are being underpaid for what they do. This is an example of
which of the following is an area in which change is often needed?
E) All of the above are areas in which change is often needed.
Happy Housekeepers is considering implementing a system that will pay the cleaning workers on the basis of how quickly they can complete jobs, coupled with random inspections to insure quality. Some managers believe that this will reduce labor costs. Happy Housekeepers is focusing on changing employee
The Convenient Pharmacy chain has received numerous complaints from home delivery customers in the Friendly Hills area that their prescriptions often arrive late. Almost all of the drivers say that they often get lost trying to find houses in this neighborhood, even when directions have previously been obtained from the customers. (Convenient Pharmacy does not give its drivers GPS technology.) Frequently, drivers have to take time to call the customer again for even more detailed directions. Convenient Pharmacy probably needs to change its
Your Local Department (YLD) store is in the process of cross-training all of its employees to be able to assist customers, do inventory audits, and assess demand for new clothing fashions. The company is changing
The Lemon Car Company recently instituted cross-functional teams to develop new products. People on the teams may be located in different parts of the country. It is expensive and time-consuming for people to travel from their different locations to headquarters to meet. The company would benefit most from a change in _________ involving
technology; teams meeting "virtually" through electronic media.
The set of techniques used for implementing planned change to make people and organizations more effective is called
A(n) __________ is a consultant with a background in behavioral sciences who can be a catalyst in helping organizations deal with old problems in new ways.
which of the following is a primary objective of OD?
A) managing conflict
B) revitalizing an organization
C) adapting to a merger
D) adapting to an acquisition
E) All of the above are primary objectives of OD.
In which of the following situations would the use of OD techniques be the most helpful?
assisting employees in dealing with stressful situations
The question "What is the problem?" would most likely be asked during the __________ stage of OD.
Fred, an OD consultant, is designing a survey of employee attitudes to be given to workers at the Lemon Automobile Company. Fred is in the _________ stage of OD
Maria, an OD consultant, has summarized the results of a survey of employee attitudes, and is leading a meeting with a group of employees and managers to tell them what was said and engage them in problem solving. Maria is in the ________ stage of OD.
A year after changes were made in the employee incentive plan, Scott is comparing absenteeism and turnover data from the last three years to the current year. Scott is in the _________ stage of OD.
Rosa has been asked to observe a task force during its initial meetings and to give them feedback and suggestions about how to improve the way they function. Rosa is involved in
which of the following circumstances is likely to increase the success of OD?
support of top managers
which of the following is a characteristic of innovation?
A) It is uncertain.
B) It may be complex.
C) It may be controversial.
D) People closest to it know the most about it.
E) All of the above statements are characteristics of innovation.
A survey of 4,559 corporate managers in 36 industries found that U.S. executives thought their own companies gave innovation short shrift—only ______ percent felt their organizations could be respected for their leadership in this area.
Cynthia Barton Rabe, a former innovation strategist for Intel, suggests that too much knowledge and _______ can actually kill innovation.
a technological innovation is generally a(n) _______ innovation
a managerial innovation is generally a(n) _____ innovation
A(n) __________ innovation is a change in the appearance or the performance of a product or a service or the creation of a new one.
A(n) __________ innovation is a change in the way a product or service is conceived, manufactured, or disseminated.
Wendy's created display screens at its drive-thru windows that show customers their orders and prices. This is an example of a(n) _________ innovation.
The creation of products, services, or technologies that modify those that already exist is called __________ innovation.
The creation of products, services, or technologies that replace those that already exist is called __________ innovation.
according to experts, innovation has which of the following characteristics?
A) Innovating is an uncertain process.
B) Innovation is knowledge-intensive.
C) Innovation may be controversial.
D) Innovation can be complex.
E) All of the above are characteristics of innovation.
Esteban, President of Acme Beverage Company, has just reviewed the dismal results of the company's new product, a chocolate cola beverage. Edith was the major force behind the idea and its market trial. It appears that Edith did the normal level and type of research on the product's acceptance by consumers prior to its introduction. Esteban should
organizations can help to make innovation happen by
A) creating a culture that celebrates failure.
B) supporting innovation with resources.
C) rewarding successful innovations.
D) rewarding R & D people in a similar way to salespeople.
E) all of the above.
Championing an innovation may require you to draw on your finest ___________ skills in order to be successful.
Which of the following sequences best describes how a manager can foster innovation in an organization?
recognize problems, gain allies, reward employees
the reintroduction of a familiar practice within the same organization is called an
employees are likely to see an adaptive change as
At the Big Apple Department Store, employees generally know that during annual inventory, they are required to work overnight shifts. This is an example of a(n) __________ change.
Fernando, a manager in a retail store, is changing the work schedule of his long-term employees for the holiday season. He is using the same basic schedule as he did last year. Fernando should expect that his employees will be
hardly upset, or not upset at all
A change that represents the introduction of a new practice to an organization that is not new to the industry is called a(n)
an innovative change involves _____ complexity, cost, and uncertainty
your Friendly Insurance Company has decided that its claims adjusters must be available to meet with claimants in the evenings and on weekends, a practice that some other insurance carriers have recently adopted. This is an example of a(n) ____________ change.
introducing a practice that is new to the industry is called a _____ change
The Jersey Office Supplies Company has decided to hire enough drivers to deliver products to their customers within one-half hour of when they are ordered. They believe that this practice will give them a significant advantage over the competition, which has not adopted such a practice. Jersey is introducing a(n) _________ change
Radically innovative change involves ________ change in complexity, cost, and uncertainty.
Lewin's change model consists of
three stages: unfreezing, changing, and refreezing
during lewin's "refreezing' stage, managers should
reinforce the desired change in the employees
during lewin's "changing " stage, managers should
give people new models of behavior
The process by which a company compares its performance with that of high-performing organizations is called
Kotters change model consists of
eight steps for leading organizational change
younger workers today are more likely than older workers to
need more autonomy
which of the following is one of the big 5 personality dimensions?
the stable psychological traits and behavioral attributes that give a person his identity is known as his
_______ describes how dependable and responsible a person is
john is intelligent, imaginative and broadminded; he is probably high in______.
openness to experience
meg is very relaxed and secure. meg is probably high in
Susanna loves going to parties, where she talks to everyone there. Susanna is probably high in
______ has been associated with success for managers and salespeople
_____ has been found to have a stronger positive correlation with job performance than agreeableness
how should a manager use personality tests?
supplement personality test data with other tests and interviews
a graphology test assesses a person's
______ tests don't work, but _____ tests do
how much people believe they control their own fate through their own actions is called their
locus of control
People with __________ exhibit less anxiety, greater motivation, and stronger expectations that effort leads to performance.
internal locus of control
joe manages gabrielle. gabrielle has a highly internal locus of control. joe should
give gabrielle considerable freedom in the job
which kind of employee is most likely to command a higher salary?
a person with an internal locus of control
belief in one's personal ability to do a task is called
high self-efficacy has been linked to
success in mental tasks
if a manager has subordinates that are low in self-efficacy , the manager should
reward small success
the extent to which people like or dislike themselves is called their
The extent to which people are able to observe their own behavior and adapt it to external situations is called
If a manager knows his subordinates have low self-esteem, she should
express confidence in employees' abilities to complete their tasks
which of the following is a trait of emotional intelligence?
the ability to cope, empathize with others, and be self-motivated is called
The field that is dedicated to better understanding and managing people at work is called
The abstract ideals that guide a person's thinking and behavior across all situations are called
Which value is the most important to workers according to the Society for Human Resource Management?
The __________ component of an attitude consists of the feelings or emotions one has about a situation.
A(n) __________ is defined as a learned predisposition toward a given object
The statement, "I don't like answering the phone when I'm trying to study," reflects the __________ component of an attitude.
The statement, "I am never going to eat at this restaurant again," reflects the ___________ component of an attitude.
The statement, "My boss doesn't know how to do his job," reflects the __________ component of an attitude.
The psychological discomfort that a person experiences between her cognitive attitude and incompatible behavior is called
under which of the following circumstances would cognitive dissonance be greatest?
when the emotional investment in the situation is large
which of the following is a way to reduce cognitive dissonance?
belittle the importance of the inconsistent behavior
Because people are uncomfortable with inconsistency, Festinger theorized, they will seek to reduce the dissonance of the inconsistency. How they deal with the discomfort, he suggested, depends on which of the following factors?
how much you like your job is called
The extent to which an employee feels positively or negatively about various aspects of their work refers to
a person's overall satisfaction with his job depends on how he feels about his
boss as a supervisor
Job satisfaction is positively correlated with __________ and negatively correlated with __________.
organizational commitment; perceived stress
which of the following is positively related to job satisfaction?
The extent to which an employee identifies or is personally involved with his/her job is called
absenteeism and tardiness, drug and alcohol abuse are examples of
counterproductive work behaviors
the process of interpreting and understanding one's environment is called
which of the following is a step in the perceptual process?
retrieving from memory to make judgments and decisions
which of the following is a distortion in perception?
B) halo effect
C) selective perception
D) causal attribution
E) All of the above are distortions in perception.
The tendency to filter out information that is discomforting, irrelevant, or contradictory to one's beliefs is called
The tendency to attribute to an individual the characteristics one believes are typical of the group to which that individual belongs is called
as employees' age increases, their _____.
job satisfaction increases
which of the following is associated with older workers?
higher work motivation
The __________ says that we form an impression of an individual based on a single trait.
_____ is the activity of inferring causes for observed behavior
The tendency to attribute another person's behavior to their personal characteristics rather than to the situation they are in is called
the fundamental attribution bias
The phenomenon in which people's expectations of themselves or others leads them to behave in ways that make those expectations come true is called
_________ is the tension people feel when they are facing or enduring extraordinary demands, constraints, or opportunities and are uncertain about their ability to handle them effectively.
when others' expectations exceed one's ability, _____ has occurred
Your boss expects you to stay late to cover the workload of a coworker who is out sick, but you are supposed to help your mother with some work on her house tonight. You are suffering from
which of the following is a psychological sign of stress?
signs of negative stress may include
A) sweaty palms.
B) upset stomach.
E) all of the above.
__________ is a state of emotional, mental, and even physical exhaustion, expressed as listlessness, indifference, or frustration.
which of the following is a suggested strategy for reducing unhealthy stressors in organizations?
A) rollout employee assistance programs
B) recommend a holistic wellness approach
C) create a supportive environment
D) make jobs interesting
E) do all of the above
a simple model of motivation includes which of the following?
A) unfulfilled need
E) A simple model of motivation includes all of the above.
Bethany is writing a paper for her management class. She already has a strong 'A' in the class, and only needs to get a C on the paper to keep her A. As she prepares the final version of the paper, she takes special care that the paper is well-written, insightful, and error-free, something that she can be proud of. Bethany is experiencing
an intrinsic reward
which of the following is a need-based perspective on motivation?
alderfer's ERG theory
maslow's levels of needs, in order from basic to highest level are
physiological, safety, love, esteem, and self-actualization
the need that is met by providing autonomy and control to employees over how they do their jobs is
the need for the status, reputation, and recognition are part of
A manager wants to improve how her employees' belongingness or love needs are met. To do so, she could
redesign individual jobs into teams
for managers, the importance of maslow's contribution is that he showed that workers
have needs beyond that of just earning a paycheck
_______ assumes that three basic needs influence behavior
alderfers ERG theory
According to McClelland's theory, a well-balanced person should have
needs for achievement, power, and affiliation that are about the same
the desire to excel is part of the need for
Mark prefers working alone, is comfortable taking moderate risks, and feels good when excelling at his goals. Mark probably has a
high need for achievement
Janet prefers work that involves talking to many people and being very social. Janet probably has a
high need for affiliation
according to herzberg, which of the following is an example of a motivating factor?
the work itself
According to Herzberg, which of the following is an example of a hygiene factor?
which theory has no classification for lower-level needs?
McCelland's acquired needs theory
Which of the following is a higher-level need based on the four content theory perspectives?
Hygiene factors are connected with the job's ________, while motivating factors are connected to the job's _________.
According to Herzberg's theory, the first thing managers should do is to
make sure pay levels and company policies are reasonable
which of the following is a process perspective on motivation?
Theories that try to understand the thought processes by which people decide how to act are called
The theory that focuses on employee perceptions as to how fairly they think they are being treated by the organization is
in equity theory, employees are motivated to
resolve feeling of injustice
when workers perceive they are being treated fairly on the job, they are most likely to
support organizational change
Jerry, a worker, goes to Hilary, his boss, and complains that even though he's the best performer in the work unit, he is being paid the least. Hilary should
expect that jerry's performance will decline
The theory that suggests that people are motivated by how much they want something and how likely they think they are to get it is called
__________ is the belief that a particular level of effort will lead to a particular level of performance.
Last year, Diana's boss promised her a big bonus if she met her goals. At the end of the year, after Diana had exceeded her goals, she found her bonus was very small. In the future, Diana's __________ will probably be __________.
What outcome will I receive if I perform at this level? This question is asked for the ________ element of expectancy theory.
How much do I want the outcome? This question is asked for the ________ element of the expectancy theory.
when using goal-setting theory to motivate employees, managers should
help workers understand and accept the goals
increasing the number of tasks in a job to increase variety and motivation is called
the process of reducing the number of tasks a worker performs is called
simplified jobs lead to
job _____ is the opposite of job _____.
research suggests that job enlargement affects job performance in which way?
Job enlargement does not have a significant, lasting effect on job performance
The process of building into a job such motivating factors as recognition and achievement is called
of the following which is a core job characteristic?
According to the job characteristics model, skill variety, task identity, and task significance combine to affect
meaningfulness of work
which of the following is a contingency factor in the job characteristics model?
desire for personal growth
The extent to which a job requires the worker to perform all the tasks needed to complete a job from beginning to end is called
Giorgio, a manager, redesigns the work of his subordinates, such that each person completes one part of the total work process, repeating this part throughout the day. Previously, each person completed several steps of the process. Giorgio has
decreased task identity
The "motivating potential score" is calculated as part of using ___________.
the job characteristics model
the amount of internal work motivation associated with a specific job is called
motivating potential score
The theory that attempts to explain behavior change by suggesting that behavior with positive consequences tends to be repeated while behavior with negative consequences tends not to be repeated, is called
As a result of a successful project you led, your manager offers you a promotion; she is using
the use of desirable consequences to encourage desirable behavior is called
when a manager stops nagging a subordinate, the manager is using
When a manager says to a worker, "I'm docking your pay," the manager is using
The withholding or withdrawal of positive rewards for a particular behavior, so that the behavior is less likely to occur in the future, is called
The application of negative consequences to stop or change undesirable behavior is called
When a manager stops giving a worker a positive reward as she had previously been doing, the manager is engaged in
in using reinforcement, a manager should
clearly communicate the desired and undesired behavior
__________ is the heightened emotional connection that an employee feels for his or her organization, which influences him or her to exert greater discretionary effort in his or her work.
A piece rate system is an example of a ________ compensation plan.
pay for performance
A department store pays its salespeople a percentage of the earnings from the goods the salespeople sell. This is an example of a ___________ compensation plan.
a scanlon plan is a type of ____ compensation plan
In Vernon's department at XYZ Company, employees get money based on how much the department has been able to save in costs. This is an example of a ____________ compensation plan.
By giving stock options to all employees who work 20 hours or more hours a week, Starbucks Corp., has been able to hold its annual turnover rate to ______ percent—in an industry in which 300% is not unheard of.
which of the following is a practice in creating a flexible workplace?
A) job sharing
C) part-time work
D) compressed workweeks
E) All of the above can be used to create a flexible workplace.
which of the following is the best way to manage virtual teams?
meet in person regularly
in managing virtual workers, a manager should
meet regularly face to face
which of the following promises to be a cornerstone of future management?
Men's Wearhouse fired a salesman who wasn't sharing walk-in customer traffic, and total clothing sales volume among all salespeople (who work on commission) increased significantly. Which of the following workplace improvements does this example best suggest?
reduce destructive internal competition
improves speed and decreases cost
Two or more freely interacting individuals who share collective norms, share collective goals, and have a common identity are called a
A _______ is defined as a small group of people with complementary skills who are committed to a common purpose, performance goals, and approach for which they hold themselves accountable.
At one GE factory, teamwork resulted in a workforce that manufactured 20% more product using the same amount of raw materials than comparable GE workforces elsewhere. This is an example of
Cisco Systems told executives they would gain or lose 30% of their bonuses based on how well they worked with peers and in 3 years had record profits. The cause of the profit increase is most likely an example of
improved workplace cohesiveness
a group that is created to do something productive for the organization and is headed by a leader is called a(n)
which of the following is true of informal groups?
informal groups support the plans of formal groups
A team composed of people from different departments who are pursuing a common objective is called a
Knowledgeable workers who meet as a temporary team to solve a specific problem and then disband are called a
A team that consists of members who interact by computer network to collaborate on projects is called a(n)
A work team that is responsible for performing day-to-day operations is called a(n)
A stakeholder group who provides reactions to new curriculum proposals by a university faculty is an example of a(n)
Which of the following is a characteristic of a quality circle?
which of the following is a characteristic of a self-managed team?
team bonuses are used
who are typical members of quality circles?
workers and supervisors
Self-managed teams are groups of workers who have been given __________ for their task domains.
administrative oversight given to self-managed teams can include
B) scheduling work.
C) monitoring performance.
E) all of the above.
when using a self-managed team, a manager should
allow members to hire their own co-workers
during the forming stage, the leader should
allow people to become acquainted
the question that individuals ask during the storming stage of group development is
what's my role here?
The question the group is asking during the forming stage of group development is
why are we here?
During the __________ stage, close relationships develop and unity and harmony emerge.
during the norming stage of group development, the leader should
help the team identify group goals and values
__________ is (are) a "we feeling" that binds group members together.
in the performing stage, members
concentrate on solving problems
During the performing stage, the group answers the question
can we do the job properly?
during the adjourning stage, the leader should
groups that make it through storming generally do so because
someone challenges the group to resolve its political battles
The stage during which a group sets guidelines about issues like attendance and punctuality is the __________ stage.
Which of the following is a force of change outside of an organization?
Which of the following is a consideration in building a group into an effective team?
C) performance goals and feedback
E) All of the above are considerations in building a group into an effective team.
which of the following is an advantage of smaller groups?
which of the following is a disadvantage of smaller groups?
which of the following is an advantage of larger groups?
can take advantage of division of labor
which of the following is a disadvantage of larger groups?
__________ is the tendency of people to exert less effort when working in groups than when working alone.
A socially determined expectation of how an individual should behave in a specific position is called a
A __________ role consists of behavior that concentrates on getting the team's work done.
Leila works during her meeting to pull together the ideas of her committee members into a coherent whole. Leila is performing a ___________ role.
Jacques says during his meeting with the task force, "Let's hear from those who don't agree with this choice." Jacques is performing a _________ role.
In her meeting with her workgroup, Yolanda thanks each person who contributes an idea and finds something good to say about it. Yolanda is acting in the ________ role.
which of the following is a reason to enforce norms?
A) to clarify role expectations
B) to help the group survive
C) to emphasize the group's important values
D) to help individuals avoid embarrassing situations
E) to do all of the above
Which of the following is a way managers can enhance team cohesiveness?
allowing off-the-job social events
the blind unwillingness of a cohesive group to consider alternatives is called
To prevent groupthink, a manager should
bring outsiders into the group regularly
The relationship between the level of conflict and workgroup performance is
more conflict raises performance up to a point; then increased conflict lowers performance.
which of the following is a source of conflict?
inconsistent power and influence
Sheila works closely with Wayne on many projects, and they are often in conflict. Sheila starts new projects by creating careful plans and beginning immediately. Wayne believes in being open-minded to new ideas, and works frantically at the last minute. Their team conflict most likely stems from
The conflict-handling style in which one person allows another to have his or her own way is called
____ strives to devise solutions that benefit both parties
Michelle, a manager, tells Alejandro, her subordinate, that the work must be done according to procedure. Michelle is using the ________ conflict-handling style.
Rosalita sees that Khalil, her co-worker, is late again. She is angry because this causes her to handle his phone calls. When Khalil finally arrives, Rosalita decides to wait until she cools off. Rosalita is using the _______ conflict-handling style.
______ is appropriate for complex issues plagued by misunderstanding
Pat and Dale are both managers at ABC Company. Pat wants to decorate the office in light blue, and Dale wants to decorate in tan. This issue is important to Pat, but not to Dale. Dale should adopt a(n) ________ conflict-handling style.
Which of the following conditions would suggest that constructive conflict should be stimulated?
there is high employee turnover
__________ is designed to elicit different opinions without inciting people's personal feelings.
Role-playing criticism to test whether a proposal is workable is called
According to Tom Peters and Nancy Austin, at what level(s) is leadership present in effective organizations?
all levels of management
___________ is about coping with complexity and _________ is about coping with change.
according to kotter, management and leadership are considered ____
complementary to each other
According to Kotter, companies manage complexity in which of the following ways?
organizing and staffing
of the following, which is the best way for leaders to cope with change?
setting a direction
According to Frederick Smith, chairman and CEO of FedEx, "The primary task of leadership is to "__________."
communicate the vision and values of an organization
The power that managers have that results from their formal positions within organizations is called ________ power.
_____ power results from one's specialized information
Alejandro compliments his subordinate Joe on the great job he did on the weekly report, and also informs his own boss about Joe's great work. Alejandro is using __________ power.
Power deriving from one's personal attraction is called __________ power.
Josephine, a manager, is well liked by everyone, and her subordinates trust her to do the right thing for them. Based on this description, Josephine has __________ power.
the influence tactic that employees cite as most used in a recent study on the topic is
The three least used influence tactics, according to a recent survey of employees, are
coalition, pressure, and legitimating
the influence tactic least likely to result in the enthusiastic commitment of employees is
forming a coalition
The influence tactic that tries to convince someone by using reason, logic, or facts is
The influence tactic that gets others to participate in a decision or change is
The influence tactic that bases a request on one's authority or right, organizational rules or policies, or express or implied support from superiors is a __________ tactic.
Which of the following theories is an example of the trait approach to leadership?
leadership lessons from the GLOBE project
Which of the following is one of the traits of a credible leader identified by Kouzes and Posner?
Which of the following is an example of the full-range approach to leadership?
organizations may apply trait theory by
using management development programs
According to a Business Week summary of management studies, men score higher than women do on
The leadership approach that attempts to determine the distinctive styles used by effective leaders is the _________ approach.
which of the following is a behavioral leadership approach?
Ohio state leadership model
The model that identifies leadership styles as "job-centered" or "employee-centered" is the ___________ model.
university of michigan leadership
Harold, a manager, pays close attention to employee productivity and how efficiently the assembly line is moving. Harold can best be described as a(n) __________ leader.
in the ohio state studies, leadership style is identified as
initiating structure or consideration
From the University of Michigan and Ohio State studies, one management expert concluded that effective leaders tend to do all but one of the following. Which one?
give clear orders and expect them to be carried out
On Mondays, Gloria always makes sure to check with all her subordinates on how their weekends went. Gloria is ________.
The approach to leadership that suggests that effective leadership behavior depends on the situation at hand is the ___________ approach.
which of the following is a contingency approach to leadership?
Fiedler's contingency leadership model determines if a leader's style is
task-oriented or relationship-oriented
the amount of influence a leader has in his immediate work environment is called his
The extent to which tasks are routine, unambiguous, and easily understood is called
According to Fiedler's model, to find out what her management style is, a manager would have
her employees fill out a questionaire
The questionnaire used in Fiedler's model is called the
least preferred coworker scale
Ronaldo is part of a task force consisting of his peers from other departments in the organization. Ronaldo has
low position power
According to Fiedler's model, a relationship-oriented leadership style works best in __________ situations.
Zach is leader of a task force that has been charged with restructuring the order-processing system in the organization. The task force is composed of his peers from other departments in the organization. Most of them worked together before in a previous taskforce that was disbanded because of high levels of conflict in the group. Zach's situational control
George is leader of a task force that has been charged with restructuring the order-processing system in the organization. The task force is composed of his peers from other departments in the organization. Most of them worked together before in a previous taskforce that was disbanded because of high levels of conflict in the group. According to Fiedler's model, an effective leader in this situation would have a ___________ style.
In assessing how much situational control he has, a manager should consider which of the following?
Kirsten supervises the pool of word processors who serve the entire group of lawyers at her law firm. Kirsten gets along well with her people, and has worked hard to create detailed procedures and instructions for every type of legal document that the typists might encounter. Kirsten hires and fires, gives out work assignments, does performance appraisals and decides on promotions. Kirsten has
high situational control
Jeffrey supervises the pool of word processors who serve the entire group of lawyers at his law firm. Jeffrey gets along well with his people, and has worked hard to create detailed procedures and instructions for every type of legal document that the typists might encounter. Jeffrey hires and fires, gives out work assignments, does performance appraisals and decides on promotions. According to Fiedler, the appropriate leadership style in this situation would be
According to Fiedler's model, _________ situation control favors a leader who is _________ oriented
The model that suggests that an effective leader clarifies how subordinates can achieve personal and organizational objectives is
house's path-goal model
According to House's revised path-goal theory, a leader's style should vary depending on which of the following?
personal characteristics of subordinates
Ahmad supervises employees who work on problems that the organization has never faced before, and for which there are no defined procedures. Ahmad follows the House model of leadership. Ahmad should use a _________ style.
Indira supervises the customer service unit for XYZ Inc. This work unit receives stress-producing calls from unhappy customers, and is frustrated by the failure of many of their peers in other departments to help resolve problems. Turnover is high in the unit, though those in the unit are about equal. Indira should adopt a ________ style to make the workplace as pleasant as possible under these circumstances.
A chief scientist directing a team of researchers investigating the causes of different diseases should probably use the __________ style.
__________ is defined as the extent to which a follower possesses the ability and willingness to complete a task.
In Hersey-Blanchard's situational leadership model, when a manager is explaining decisions and persuading others to follow a course of action, he is using the __________ style.
As follower readiness increases, leaders should move from _______ to _______ to ________ to _______ style
telling, selling; participating, delegating
A subordinate who is unable to do the job, but who is willing or confident, is classified in the Hersey-Blanchard model as
Jason, a manager, has one subordinate, Teresa, who is both unable and unwilling to complete a new task. He has another subordinate, Jean, who is unable but willing to complete a new task. Jason should use a __________ style with Teresa, and a __________ style with Jean.
a "transactional" leader is about the same thing as a
Which of the following is a characteristic of transformational leaders?
they are inspirational
transformational leadership is positively associated with
measures of employee job satisfaction
The __________ model of leadership emphasizes that leaders have different sorts of relationships with different subordinates.
__________ is a simultaneous, ongoing, mutual influence process in which people share responsibility for leading.
A leader who focuses on providing increased service to others is called a
a successful church minister could best be described as which type of leader?
Google founders Brin, Page, and Schmidt could best be described as which type of leaders?
which type of leader manages for global networks?
which of the following is a secret of a successful e-leader?
create a "teachable vision"
effective communication begins with
the transfer of information and understanding from one person to another
when your intended message is sent accurately in the least amount of time, you are a(n)
The process of interpreting and trying to make sense of what someone has said is called
Denise and Florence are talking on their cell phones. After Denise reads her a phone number, Florence repeats the number back to Denise. This is an example of
Which of the following is an example of noise in the communication process?
A) groundskeepers mowing the lawn outside the classroom window
B) during a professor's lecture, student in the back of the classroom is working on a homework assignment for a different class
C) uncomfortable classroom desks
D) an attractive person walking by the open classroom door
E) All of the above are potentially noise .
Which of the following is a step in the communication process?
message is transmitted through a medium
Which of the following is an appropriate media for a manager to praise an employee?
C) posting an announcement near the office coffee machine
D) voicing a compliment
E) All of the above would be appropriate media for a manager to praise an employee.
How well a particular medium conveys information and promotes learning is called its
Of the following, which medium is the richest?
Of the following, which medium is the least rich?
A manager needs to communicate about a routine situation with someone she knows whose physical location is not far from her office. Generally, which of the following should the manager use?
Top executives at XYZ Company want to let lower level managers know that XYZ is going to be acquired by ABC, Inc. How should they communicate this? (Assume that all of the choices are possible.)
call a meeting of managers
which of the following is a barrier to communication?
Mina is a cashier in a gambling casino. Her job involves working at one of several windows where patrons bring coins they have won, and the cashiers dump the coins into noisy coin-counting machines. Sometimes, it is very difficult for her to hear what the patrons are saying to her. This is an example of a(n) __________ barrier to communication.
Marty, located in California, needs to communicate with Cathy, who works in New Jersey, about a project they are working on. They are facing a(n) ___________ barrier.
Salvador speaks English as a second language, and sometimes has difficulty coming up with the exact word to express an idea. Salvador is facing a(n) __________ barrier.
Jason tells Giorgio his cell phone number, and Giorgio nods. Jason then asks Giorgio to repeat back to him the phone number he just gave him. Jason is trying to avoid a(n) __________ barrier.
Greg was thinking about how he just did on his economics test when his management professor talked about tomorrow's management quiz. This is an example of a(n) __________ barrier.
Professor Woops requires papers from his management class to be submitted by email. Over the weekend, his computer crashes and his emails are lost. This has created a(n) __________ barrier.
the study of the meaning of words is called
terminology that is specific to a particular profession or group is called
which of the following is a personal barrier to communication?
A) poor speaking skills
B) lack of trustworthiness
C) differing frames of reference
D) judging others' messages
E) All of the above are personal barriers to communication.
Do you actually listen when they're talking? This is most likely a test of which personal barrier that contributes to communication?
faulty listening skills
According to psychologist __________, we have a natural tendency to judge others' statements from our own point of view.
the statement, "young men are reckless," reflects a
which of the following is a way in which nonverbal communication is expressed?
A) interpersonal space
B) eye contact
C) facial expressions
E) All of the above are ways in which nonverbal communication is expressed.
Which of these actions should a speaker take as a sign that her message is being understood by her listeners in the United States?
which of the following is a "dont" toward better nonverbal communication skills?
look away from the speaker
which of the following is a "do" toward better nonverbal communication skills?
speak at a moderate rate
compared to women, men tend to
be indirect when they don't know something
compared to women, men tend to
be more blunt
A female professor uses sports analogies in illustrating her lectures to a group of male students. She is said to be
Communications that follow the chain of command and are considered as official are known as
the device that indicates how official communications should be routed is called the
a subordinate communicating with his boss is communicating
the more management levels through which a message passes
the more distorted the message may become
XYZ Corporation communicates its revised mission statement to all employees. This is an example of
Jeremy shares information with his fellow task-force members about their project. Jeremy is communicating
An announcement of the company-sponsored picnic travels from the employees' social committee to the other employees through email. This communication is __________ and __________.
The type of communication channel that develops outside the organizational structure and does not follow the chain of command is called a(n) __________ communication channel.
Gossip and rumor are part of the __________, the organization's __________ communication channel.
the grapevine is
faster than formal channels
according to the textbook, MBWA stands for
management by wondering around
A manager who literally wanders around her organization and talks with people across all lines of authority is doing
an organization's private internet is called its
An organization expands its private Internet to connect with customers, suppliers, and other partners. This expansion is called its
the effects of e-mail include
the drawbacks of using e-mail include which of the following?
Using video and audio links to enable people at different locations to see, hear, and talk with each other is called
which of the following is true of telecommuting?
increased ability to hire nontraditional workers, such as prisoners
High-definition videoconference systems that simulate face-to-face meetings between users are called __________ technology.
which of the following statements about blogs is true?
blogs are used to obtain feedback by organizational leaders
When the amount of information received exceeds a person's ability to handle or process it, ________ has been said to occur.
Which of the following is a piece of advice to help reduce the amount of information coming your way?
find a way to filter out unwanted messages
generally, people comprehend about _____ of a typical verbal message
the average speaker communicates ____ words per minute
What do good listeners do during the information gap between what someone says and how fast we process?
mentally summarize what's been said
speed reading works well for material that is
The strategy that establishes a common ground with the reader and in which the order of arguments makes the overall position stronger is
negative to positive
when you want your reader to take a logical action, you should lay out your ideas in writing by
most important to least important
Jim wants to convince Rita to change her mind about a proposal she has been supporting. The strategy that Jim should adopt for laying out his ideas is
least controversial to most controversial
A study conducted by AT&T and Stanford University found that the top predictor of success and professional upward mobility was
public speaking ability
the introduction to a business speech should
get right to the point
the conclusion of a speech should
contain a call to action, a thought for the day, a little story, or a quotation
Mary Ann has just taken over as head of production for MAJ Company. She would like to improve the productivity of her unit. Which of the following should she immediately embark upon to achieve the best results?
establish a system of measurement
which of the following is a challenge a manager will deal with in the 21st century?
which of the following is a primary function of management?
goods and services, divided by labor and capital and energy and materials
managers can increase overall productivity by
increasing the efficiency of labor
which of the following statements about productivity is most true?
productivity is a matter of survival
_____________ is defined as monitoring performance, comparing it with goals, and taking corrective action as needed.
_____________ is concerned with arranging tasks, people and other resources to accomplish the work.
carlos, a manager, keeps track of customer reeturns. He is engaged in
Which of the following is a result of a small problem mushrooming into a big one?
control helps an organization
A) adapt to change & uncertainty.
B) detect opportunities.
C) deal with complexity.
D) decentralize decision making.
E) do all of the above.
which of the following is a step in the control process?
take corrective action, if necessary
the second step in the control process is
which of the following is the best stated standard?
turnover less than 5% per quarter
standards may be
D) part of a balanced scorecard.
E) all of the above.
which of the following is the most difficult-to-measure stated standard?
positive corporate culture
the amount of acceptable deviation from a standard is called the
range of variation
Managers often use ___________, which provides four indicators for progress to measure performance.
the balanced scorecard
A UPS driver fails to perform according to the standards set for the route and traffic conditions. A supervisor rides along and gives suggestions for improvement. This is the ____________ stage of the control process.
take corrective action
which of he following is an indicator of the balanced scorecard?
"What must we excel at" is the question to be answered by which of the following balanced scorecard perspectives?
internal business perspective
"Can we continue to improve and create value" is the question to be answered by which of the following balanced scorecard perspectives?
innovation & learning perspective
A(n) __________ is a visual representation of the four perspectives of the balanced scorecard that enables managers to communicate their goals.
which of the following is a barrier to effective measurement?
companies measure activities rather than results
Which of the following is a mechanism that contributes to a measurement-managed company's success?
operational control is performed by
first level managers
typically, strategic control is accomplished through reports issued_____.
quarterly or less frequently
An organization might ask for more frequent strategic control reports if the organization is
operating in an uncertain environment
a quality control system is an example of a _____ resource control
which of the following is one of the areas of control for organizations?
A drug test employed by an organization in its hiring process is an example of a(n) _______ resource control.
which of the following is an example of an informational resource control?
A __________ control style uses rules, regulations, and authority to elicit employee compliance.
XYZ Corporation competes in a stable environment with minimal competition and "cash cow" products. XYZ should use a __________ control style.
which of the following is most likely the most bureaucratic organization?
A budget that allocates increased or decreased funds to a department by using the last budget period as a reference point is called a(n)
one effect of incremental budgeting is that it
locks managers into stable spending arrangements
one effect of zero-based budgeting is that it
takes more time for managers than incremental budgeting
A budget that allocates resources on the basis of a single estimate of costs is called a(n) ________ budget.
A(n) _________ budget allows resources to vary in proportion with various levels of activity.
Sales have exceeded expectations at ABC Company this year, and Pete, the head of manufacturing, has hired temporary workers to supplement the existing work force. Pete is clearly operating with the use of a(n) ___________ budget.
a budget that projects future sales is called an
A(n) __________ summarizes the organization's financial results over a specified period of time.
A(n) ___________ indicates how easily an organization's assets can be converted into cash.
another term for the return ratio is the
which of the following is a principle of deming management?
A) Quality should be aimed at the needs of the consumer.
B) Companies should aim at improving the system.
C) Improved quality leads to increased market share.
D) Quality can be improved on the basis of hard data.
E) All of the above are Deming management principles.
TQM holds to two core principles
people orientation and improvement orientation
The process of ongoing small, incremental improvements in all parts of an organization is called
a team that meets temporarily to solve a particular problem is called a
Eleven workers from different subunits at the Springfield plant of ABC Company meet monthly with their supervisors to discuss workplace problems, particularly those connected with production and waste in the department. This is an example of a
reduction in the steps of a work process is also called
reduction cycle time
In Harvey's job, he takes random samples of production runs to ascertain quality. His job involves
statistical process control
good control systems deliver good information to managers
often enough to allow corrective action
which kind of organization is most likely to try to exert too much control?
At Friendly Insurance, claims adjusters are required to take their coffee breaks at specific times. If an adjuster is on the phone with a claimant at the time the break is scheduled, the employee risks losing part of his break time. This is an example of
too much control
At Friendly Insurance, managers spend significant amounts of time on completing end-of-year reports. As a result, at that time of year, sometimes dealing with important customer issues is postponed. This is an example of
overemphasis on paperwork
At XYZ Company, employees set daily production goals and check the quality of their own products. XYZ has overcome which of the following barriers to success of control systems?
too little employee participation
Two years ago, Jersey Office Supply Company changed the maintenance schedule on its delivery trucks by increasing the number of miles between oil changes and other preventive maintenance activities. This allowed them to forego purchasing another truck to cover when vehicles were out of service for preventive maintenance. Last year, however, Jersey trucks broke down about 50% more than the prior year. This is an example of
overemphasis on means instead of ends
Gambling casinos require their dealers to have licenses, observe them using closed circuit TV, and require detailed reports at the end of each shift. These organizations have overcome the control system barrier of
overemphasis on one instead of multiple approaches