AOT 256 - Office management FINAL
Burnout A. is most frequently found among high achievers. B. occurs when the worker enrolls in stress management programs. C. occurs when a worker puts too little of himself or herself into the job. D. is more common among women than men. E. is found more often in Type B personalities.
A. is most frequently found among high achievers.
Collaborative conflict cultures have which of the following conflict management norms? Dominating Passive Agreeable Disagreeable Strategic
Agreeable
Bullying costs employers through which of the following? Higher turnover Higher workers' compensation costs Higher disability insurance rates A tarnished reputation All of these are correct
All of these are correct
Diversity management involves which of the following? Creating fair company policies and practices Giving all employees equal access to mentors Providing diversity training programs Giving all employees equal access to performance feedback All of these are correct
All of these are correct
Which of the following behaviors can lead to abuse of power? Demeaning an employee Exploiting an employee Taking advantage of an employee Influencing others to do things they later regret All of these are correct
All of these are correct
Which of the following is an example of abuse of power? Disrespecting individual dignity Interfering with job performance Withholding deserved rewards Discouraging employees from helping others All of these are correct
All of these are correct
Workplace bullying can include which of the following? Verbal abuse Threats Intimidation Sabotage All of these are correct
All of these are correct
According to Project GLOBE, which type of leadership refers to being independent, individualist, and unique? Participative Self-protective Humane-oriented Team-oriented Autonomous
Autonomous
__________ communication occurs when employees communicate across departments and levels. Upward Downward Horizontal Diagonal Formal
Diagonal
__________ is important because it helps organizations ensure they are complying with Title VII of the Civil Rights Act of 1964. Corporate ethics Corporate responsibility Organizational management Diversity management None of these are correct
Diversity management
Which conflict resolution behavior entails writing down areas of agreement and disagreement to ensure common understanding and clear communication? Documenting Perspective taking Smoothing Reaching out Focusing on interests
Documenting
Which attribute is considered positive in some cultures but not in others? Evasive Ruthless Honest Dependable Egocentric
Evasive
Which of the following is an example of distress? Excessive pressure to perform Mental preparations before playing a sport Giving a speech Getting married Getting a promotion
Excessive pressure to perform
____ power exists when a person has valuable skills or knowledge. Legitimate Reward Coercive Expert Referent
Expert
Which of the following occurs when less than the full amount of information is received due to withholding, ignoring, or distorting information? Misperception Selective perception Filtering Information overload None of these are correct
Filtering
Which of the following communication media has the lowest level of media richness? Telephone Formal written correspondence Email Videoconferencing Instant messaging
Formal written correspondence
Which source of individual resistance to change is grounded in the fact that it is easier to do a job the same way every day, and learning an entirely new set of steps makes the job more difficult? Economic factors Habit Fear of the unknown Lack of awareness Social factors
Habit
Which of the following can act as a leadership neutralizer? High intergroup conflict High intragroup conflict High group cohesiveness Low group cohesiveness Ambiguous project parameters
High group cohesiveness
____________ refers to going along in order to get ahead. Inaction Impression management Politics Upward influence Downward influence
Inaction
Which of the following types of innovation is the most common? Strategic Radical Systems Incremental Cultural
Incremental
Which influence tactic entails flattering or praising someone to put them in a good mood or to make them more likely to want to help? Exchange Pressure Coalition Ingratiation Legitimating
Ingratiation
Which of the following types of value reflects how we want to accomplish a task? Intrinsic Extrinsic Primary Terminal Instrumental
Instrumental
When managers strive to motivate employees to work together toward the organization's goals, they are performing which of the following managerial functions? Synergizing Controlling Leading Planning Organizing
Leading
Who is often acknowledged after a change effort? People who were hired once the change began People who were hired only after the change had ended People who worked hardest to speed up the change People who quickly grasped new work assignments People who tried to stop it
People who tried to stop it
What term refers to the fit between an individual and her coworkers and supervisor? Person-group fit Person-vocation fit Person-job fit Person-organization fit None of these are correct
Person-group fit
Which influence tactic entails asking someone to do something "because we're friends"? Rational persuasion Consultation Personal appeals Empowerment Inspirational appeals
Personal appeals
Which of the following terms refers to attributing our own characteristics to other people? Negative affect Positive affect Attribution Projection Obfuscation
Projection
Which of the following types of innovation is the least common? Strategic Radical Systems Incremental Cultural
Radical
Acts of vengeance fall under which category of ineffective conflict resolution behaviors? Displaying anger Winning at all costs Retaliation Avoiding the conflict Demeaning the other party
Retaliation
According to Project GLOBE, which style of leadership emphasizes creating a sense of common purpose and includes being collaborative, diplomatic, and administratively competent? Participative Self-protective Humane-oriented Team-oriented Autonomous
Team-oriented
Which perspective argues there's "one best way" to solve a problem in any organization? The universal perspective Behavioral organization theory The systems perspective The interactional perspective The contingency perspective
The universal perspective
Which of the following organizational sources of resistance occurs when decision-making authority is redistributed? Fear of the unknown Narrow focus of change Threatened power Habit Resource allocation
Threatened power
Linguistic intelligence would be most important for people in which of the following jobs? Data entry assistants Photographers Translators Computer technicians Research scientists
Translators
Teams differ from groups in that teams place more emphasis on concerted action than groups do. are usually larger than groups. are usually temporary. place little emphasis on common objectives. pursue multiple goals
place more emphasis on concerted action than groups do.
Deming's __________ cycle of continuous improvement identifies fourteen principles that make any organization efficient and capable of solving problems. plan-do-check-act check-research-study-do act-interpret-evaluate-plan do-understand-analyze-plan research-analyze-evaluate-understand
plan-do-check-act
Orientation to authority is another name for __________.
power distance
Showing intolerance for people from a group that differs from one's own perceived threat of loss ethnocentrism prejudice stereotyping the "like me" bias
prejudice
T/F: Change in an organization can threaten the specialized expertise that individuals and groups have developed over the years, which, in turn, can lead to employee resistance to the proposed changes.
true
T/F: Cohesiveness is generally higher in small groups than it is in large groups.
true
T/F: Communication does not mean always agreeing with another person.
true
Conflict has a tendency to ________, which occurs when one party involved in a conflict first uses an aggressive tactic or begins using more aggressive tactics than the other party.
escalate
An organization's employee handbook states repeatedly that employees are the organization's most prized resource. enacted value or norm espoused value or norm assumption artifact
espoused value or norm
Believing that one's culture is objectively superior to all others perceived threat of loss ethnocentrism prejudice stereotyping the "like me" bias
ethnocentrism
Because you wrote the software that most of the team is working on, your coworkers often defer to you when making decisions. referent power reward power expert power informational power
expert power
Richard has a locus of control that is __________, because he believes that luck has led to his personal success.
external
T/F: A major obstacle to changing an organization's culture is that even if the culture is successfully changed, it is likely to change back shortly thereafter.
false
T/F: A manager's ability to control the information his or her subordinates have access to is called referent power.
false
T/F: A person who behaves in a way that is upbeat and optimistic exhibits a high level of Machiavellianism.
false
T/F: A prejudice is a generalization about a person or a group of persons based on certain characteristics or traitss
false
T/F: Increasing group interaction will not usually affect the cohesiveness of the group.
false
T/F: Leading is the process of setting deadlines and making plans to achieve corporate goals.
false
T/F: Managers should always try to avoid engaging in or listening to office gossip, whenever possible.
false
T/F: Organizational culture is independent of organizational performance.
false
T/F: Power and influence are essentially interchangeable terms.
false
T/F: Problem-solving teams are permanent teams that make recommendations for others to implement.
false
T/F: Relationship conflicts usually yield positive results in an organization.
false
T/F: Strong organizational cultures are always better than weak organizational cultures
false
T/F: The "grapevine" is a formal, organization-sanctioned channel of communication.
false
T/F: The basic group performance factors include groupthink, social loafing, and norm creation.
false
T/F: The final step in the continuous change process model involves recognizing and defining a problem.
false
T/F: The new role expected of leaders today is to be more of transactional leader, rather than a coach.
false
__________ suggests individuals and situations interact continuously to determine individuals' behavior. Interactionalism Contextualism Universalism Individualism Systems theory
interactinalism
Individuals and situations interact continuously to determine individuals' behavior. scientific management universal perspective system interactionalism situational perspective
interactionalism
A conflict of ________ occurs when someone believes that to satisfy her own needs, the needs and interests of someone else must be sacrificed.
interest
Peter is beloved by his coworkers and boss, but he is actively looking for a higher-paying job. productivity performance dysfunctional behavior organizational commitment lack of organizational commitment
lack of organizational commitment
During the__________ phase of team implementation, teams usually long for a system that resembles the old organizational structure. tightly formed teams start-up leader-centered teams self-managing teams reality and unrest
leader-centered teams
Oscar writes an email to a friend, but the Internet crashes just as he's about to hit "Send." loss of transmission jargon semantics ambiguity
loss of transmission
The accommodating strategy entails a _________ concern for one's interests and a high concern for the interests of the other party. high low fluctuating variable moderate
low
Stereotypes can best be defined as favoring people similar to you. focusing on differences among people. grouping people into different categories. judgments about others that reinforce beliefs about superiority and inferiority. making generalizations about groups of people
making generalizations about groups of people
Upward communication usually provides feedback to subordinates. peers. managers. customers. entry-level and transfer employees
managers
The screen on Jean's phone is extremely dirty, so when she receives a text from Marty, at first, she cannot read what it says. decoding encoding noise message feedback channel
noise
Physical movements and body language are forms of communication medium. physical communication. personal communication. nonverbal communication. visual communication
nonverbal communication.
Team building is an _________ process. evaluative easy ongoing inefficient efficient
ongoing
Susan declines a job offer from another company even though it included a higher salary and better benefits. productivity performance dysfunctional behavior organizational commitment lack of organizational commitment
organizational commitment
George is highly committed and has an attachment to the organization where he works. He feels he is a true member of the company. George is demonstrating organizational citizenship. organizational commitment. job identification. job satisfaction. job involvement
organizational commitment.
Organization culture deals with the set of assumptions norms and__________ held by the members of an organization to guide employee behavior.
organizational culture
The effective management of __________ is key to the creation of a competitive advantage as well as business strategy execution. people financial resources raw materials distribution channels communication channels
people
MTD: Believing diversity threatens one's job security perceived threat of loss ethnocentrism prejudice stereotyping the "like me" bias
perceived threat of loss
Employees who feel the need to protect their own career prospects by impeding the prospects of others are experiencing the "like me" bias. prejudices. ethnocentrism. perceived threat of loss. unequal access to organizational networks
perceived threat of loss.
Lenny prides himself on his adaptability. He hates making final decisions and, as a result, often misses his deadlines. sensing thinking perceiving feeling judging intuition
perceiving
Hernando voluntarily creates a video guide for his coworkers explaining how to use the company's spreadsheet software. productivity performance dysfunctional behavior organizational commitment lack of organizational commitment
performance
Which of the following types of task interdependence requires constant communication and mutual adjustment for task completion? Verbal interdependence Nonverbal interdependence Reciprocal interdependence Sequential interdependence Pooled interdependence
Reciprocal interdependence
Which of the following occurs when we interpret what we see based on our interests, expectations, experience, and attitudes rather than on how things really are? Misperception Selective perception Filtering Information overload None of these are correct
Selective perception
Why do younger workers seem to benefit from team environments? Supervision in teams is increased. Workers receive higher wages in team environments. Individuals receive more recognition in team environments. Teams give them freedom to grow and manage themselves. Teams increase employees' respect for authority
Teams give them freedom to grow and manage themselves.
Why does working in teams result in enhanced performance? Waste and errors are spread across multiple individuals. Managers lower their performance standards. Team members spend less time in direct contact with customers. Teams pool individual efforts in new ways and strive for continuous improvement. Taller hierarchies improve communication processes
Teams pool individual efforts in new ways and strive for continuous improvement.
Which of the following allows organizations to reduce the amount of office space they own or rent and decreases employees' need to travel to an office outside of their home? Informal communication Formal communication Instant messaging Email Telecommuting
Telecommuting
Which of the following types of value reflects one's long-term life goals? Intrinsic Extrinsic Primary Terminal Instrumental
Terminal
__________ have a learning style where they focus on risk-taking. Convergers Divergers Accommodators Assimilators Investigators
Accommodators
Which response to influence entails rejecting the influence attempt and actively trying to stop the influencer from doing what she is trying to do? Passive resistance Commitment Compliance Active resistance Loyalty
Active resistance
Which of the following types of noise occurs when there is more than one way to interpret the sender's message? Jargon Semantics Loss of transmission Ambiguity None of these are correct
Ambiguity
__________ have a learning style where they tend to focus on the logical soundness and preciseness of ideas rather than the ideas' practical values. Convergers Divergers Accommodators Assimilators Investigators
Assimilators
Which conflict resolution strategy entails ignoring the conflict or denying that it exists? Compromising Avoiding Competing Accommodating Collaborating
Avoiding
________ conflict is destructive, and focused on emotions and differences between two parties. Values Information Dysfunctional Constructive Structural
Dysfunctional
Which technology began as an informal communication channel but has since evolved into a primary and formal means of business correspondence for many organizations? Voice mail Email Instant messaging Videoconferencing Post-it notes
In general, how do leaders exercise legitimate power? Issuing formal requests Maintaining credibility Making requests in a demanding tone Keeping aware of information that is relevant and that may be needed by the organization Keeping aware of subordinates' actions
Issuing formal requests
Which of the following describes the concept of empowerment? It occurs when no training is required for employees. It is the process of making decisions for employees, without their input. It is the process of sharing power and giving others the authority to make decisions. It is often exercised through rational persuasion. None of these are correct
It is the process of sharing power and giving others the authority to make decisions.
__________ is a specialized or technical language of a trade, field, or profession.
Jargon
Job satisfaction tends to __________ over time. increase decrease fluctuate randomly stay constant None of these are correct
None of these are correct
What is the term for someone who investigates complaints and mediates fair settlements between aggrieved parties? Researcher Investigator Conciliator Mediator Ombudsman
Ombudsman
________ are third parties in the confliction resolution process who usually have the authority to issue a binding settlement.
Ombudsman
Which conflict resolution behavior entails attempting to put yourself in the other person's position and understand that person's point of view? Documenting Perspective taking Smoothing Reaching out Focusing on interests
Perspective taking
Which of the following terms refers to a person or group's potential to influence another person or group to do something that would otherwise not have been done? Strength Politics Charisma Coercion Power
Power
Which influence tactic entails using coercion or persistent follow-up or reminders to gain influence? Exchange Pressure Coalition Ingratiation Legitimating
Pressure
What is the most important factor in maximizing the positive effects of a diverse workforce within an organization? A clearly written policy manual Support from lower-level managers Affirmative action Top management support Labor unions
Top management support
Which of the following refers to the perceived fairness of the way the outcome was generated? Managerial fairness Organizational fairness Interactional fairness Procedural fairness Distributive fairness
Procedural fairness
T/F: Cognition is the negative form of stress that occurs from pessimistic thoughts.
false
Edmond's job tasks were recently redesigned. While he knows the changes are likely to improve his overall productivity, he is uncomfortable with the changes because so much of his job is now unfamiliar to him. lack of awareness threatened power habit economic factors narrow focus of change social factors fear of the unknown
fear of the unknown
In response to Marty's text, Jean texts back, "When you said 'hiv' did you mean 'job'?" decoding encoding noise message feedback channel
feedback
Olga often criticizes others for being "too logical." She believes that logic is a lie people tell themselves to justify making cold, cruel, or outright immoral decisions. When asked to make hard choices, Olga bases her decisions on what is best for the people she cares about. sensing thinking perceiving feeling judging intuition
feeling
Incremental innovations are rarely necessary for radical or systems innovations. are major breakthroughs that change or create industries. occur much less frequently than radical and systems innovations. force organizations to continuously improve their products. create new functionality by assembling parts in new ways
force organizations to continuously improve their products.
Employees often engage in grapevine conversations that can spread misinformation about a change in the organization in the absence of formal communication from the organization. pay increases. rewards. a holistic view. decision-making abilities regarding the change
formal communication from the organization.
Phyllis and a group of coworkers meet the first Monday of the month after work to participate in a book club discussion. problem-solving team interest group friendship group venture team cross-functional team virtual team functional team
friendship group
Maxine, a technical writer, meets weekly with two other technical writers to discuss their current projects. problem-solving team interest group friendship group venture team cross-functional team virtual team functional team
functional team
As a coach, the organizational leader would perform all of the following as formal functions of the coaching role EXCEPT help select team members. provide some general direction. gain an understanding of the values of their young workers. help train and develop team members. help the team get information and other resources it may need
gain an understanding of the values of their young workers.
Research has shown that managers who have good conflict resolution skills __________ than managers who don't. quit less often fare no better get more promotions get fewer promotions None of these are correct
get more promotions
In the ________ stage of Glasl's model of conflict escalation, negative rumors are spread and stereotypes are formed as each side prepares for a fight and conducts a search for supporters. hardening loss of face action over words debate images/coalitions
images/coalitions
According to the LMX model, the leader's _________ is a small group of trusted subordinates given more autonomy and responsibility than others. in-group out-group vertical dyad task force elite group
in-group
An organization's culture of__________ reflects the extent to which majority members value efforts to increase minority representation, and whether the qualifications and abilities of minority members are questioned. diversity strategy conflict inclusion multiculturalism
inclusion
Among effective teams, relationship conflict tends to ________ toward the end of the project. remain the same decrease increase become nonexistent fluctuate
increase
Kano's company developed a mobile phone app that turns any mobile phone into a credit card reader. incremental innovation systems innovation radical innovation
incremental innovation
the addition of cameras to mobile phones incremental innovation systems innovation radical innovation
incremental innovation
An __________ is a person who engages in leadership activities but whose right to do so has not been formally recognized. experienced manager informal specialist executive assistant informal leader None of these are correct
informal leader
The Internet allows people to access only the information they want, a broadcast technique called data mining. data processing. information pull. information push. information overload
information pull.
Giving people information that they did not ask for is a broadcast technique called data mining. data processing. information pull. information push. information overload
information push.
For many people, ________ is often assumed to be synonymous with dirty tricks or backstabbing.
politics
Legitimate, reward, and coercive power all contribute to __________ power.
position
A dental clinic wants to replace its paper-based record-keeping system with an electronic one. The head of the clinic puts together a team of IT professionals to choose which software system to buy and then implement it. problem-solving team interest group friendship group venture team cross-functional team virtual team functional team
problem-solving team
Precise instructions, goal setting, and rewards can have positive effects on motivation. scientific management universal perspective system interactionalism situational perspective
scientific management
There is "one best way" to achieve positive outcomes in organizations, regardless of the specific circumstances and conditions. scientific management universal perspective system interactionalism situational perspective
scientific management
Intranets with a narrow scope can reinforce a culture of wisdom and humility. laziness and cheapness. focus and operational excellence. economy and efficiency. secrecy and information hoarding
secrecy and information hoarding
Tom told Lily he'd send her the report by end of day on Thursday. Lily expects to receive Tom's report by 5 p.m., the end of the work day, but Tom plans to send it to Lily by 11:59 p.m. loss of transmission jargon semantics ambiguity
semantics
The __________ refers to an individual, group, or organization that is interested in conveying a particular message to another party. channel receiver noise generator decoder sender
sender
Amelia is less interested in facts than in the patterns and relationships among them. sensing thinking perceiving feeling judging intuition
sensing
Bianca likes that the company acknowledges employee birthdays once a month and she has been joining in the celebration in the break room for a few minutes when they occur, but none of the coworkers in her department ever attend, and they have been teasing her about her participation. She has decided to stop attending. lack of awareness threatened power habit economic factors narrow focus of change social factors fear of the unknown
social factors
A moderate degree of workload-related stress can stimulate energy and motivation. overload the nervous system. weaken the physical system. result in apathy. increase anxiety
stimulate energy and motivation.
Research suggests that organization culture is understood and communicated through the use of observation alone. employee handbooks. psychological contracts. stories and symbols. raises and bonuses
stories and symbols.
T/F: Individual differences are personal attributes that vary from one person to another.
true
T/F: Integrative negotiation is generally better than distributive negotiation.
true
T/F: Managers face ethical situations when hiring and firing employees.
true
T/F: One of the key purposes of organizational communication is to share information with members of the organization
true
T/F: Research has not provided leaders with a thorough and definitive guide to lead effectively in the virtual world.
true
T/F: Some groups fail to complete certain stages of development before moving on to later stages.
true
T/F: Some of the growth of international business can be attributed to communication and transportation advances.
true
T/F: The controlling function involves monitoring and correcting the actions of the organization and its members to keep them directed toward their goals.
true
T/F: The generation of workers born between 1960 and 1980 are referred to as generation X.
true
T/F: Virtual teams typically utilize some form of technology to enhance communication among individuals who are members of the team.
true
T/F: When resolving conflict, it is important for managers to possess strong mediation skills, such as being open-minded and nonjudgmental.
true
T/F: Withdrawal behaviors such as absenteeism and resigning from a job are potential organizational consequences of stress.
true
T/F: Globalization is one of the most significant sources of change for organizations today.
true
Interpersonal value conflict occurs when highly ranked instrumental and terminal values contradict. highly ranked instrumental and terminal values are parallel. two different people hold contradictory values. two different people hold parallel values. None of these are correct
two different people hold contradictory values.
Generational groups are categorized by which designations? Baby Boomers, Generation X, Millennials Generation T, Seniors, Generation M Generation M, Baby Boomers, Generation X Seniors, Generation T, Generation M None of these are correct
Baby Boomers, Generation X, Millennials
Which of the following is a basic conclusion drawn from the current research about international management? Behavior in organizational settings varies across cultures. Behavior in organizational settings does not vary across cultures. Organizational structures are typically different across cultures. Organizational structures dictate behavior across cultures. None of these are correct
Behavior in organizational settings varies across cultures.
What term refers to an individual's chronicles of personal thoughts and interests and can function as an online diary? Blog Portal Webcast Podcast Wiki
Blog
Personality is a product of which of the following? Heredity only Environment only Both heredity and the environment Neither heredity nor the environment Scientists do not know
Both heredity and the environment
An employee's work-life relationships are A. not a concern to employees or organizations. B. important to employees but they should not concern organizations C. are important to employees and should be a concern for organizations. D. will not impact employee productivity. E. all of the friendships that develop through the workplace.
C. are important to employees and should be a concern for organizations.
Which influence tactic entails engaging the help of others to persuade someone to do something? Exchange Pressure Coalition Ingratiation Legitimating
Coalition
____ power exists when a person has the ability to punish or harm someone else. Legitimate Reward Coercive Expert Referent
Coercive
Which technology allows workgroups and teams to share information using planning tools and an online meeting site? Collaboration software Email Instant messaging Videoconferencing Telework
Collaboration software
Employees checking their cell phones and whispering to each other during a meeting are causing which of the following types of communication noise? Misperception Selective perception Filtering Competition Jargon
Competition
Which conflict resolution strategy requires both sides to sacrifice something in order to end the conflict? Compromising Avoiding Competing Accommodating Collaborating
Compromising
__________ commitment is defined as staying with an organization because of perceived high economic and/or social costs involved with leaving. Dysfunctional Continuance Affective Normative None of these are correct
Continuance
In much of the world, the thumb-up sign means 'okay'. But in Nigeria, Afghanistan, Iran, and parts of Italy and Greece, it is an obscene insult and carries the same meaning as the middle finger in the United States. This is an example of which of the following types of communication barrier? Misperception Filtering Cultural Jargon Semantics
Cultural
Which of the following is an example of a conceptual skill? Select all that apply. Selecting which of two mutually exclusive market opportunities to pursue Deciding whether to undertake a risky acquisition Developing a new product idea that will help your organization dominate a competitive market Persuading an employee to take on additional work during a busy shift Determining which of three CEO candidates has the vision that is most compatible with the needs of the company
Selecting which of two mutually exclusive market opportunities to pursue Deciding whether to undertake a risky acquisition Developing a new product idea that will help your organization dominate a competitive market Persuading an employee to take on additional work during a busy shift
A tendency to exhibit modesty and sensitivity is associated with which type of leadership, according to Project GLOBE? Participative Self-protective Humane-oriented Team-oriented Autonomous
Self-protective
Which of the following is a fundamental principle for integrative negotiation? Insist on subjective fairness criteria Focus on positions, not interests Separate the people from the problem Invent options for personal gain None of these are correct
Separate the people from the problem
__________ diversity occurs when there are differences in position or opinion among group members, especially regarding group goals or processes. Variety Disparity Separation Surface-level Complex
Separation
Which management perspective states that one leadership style will not always be effective in enhancing employee satisfaction and job performance in every circumstance? Situational perspective Classical perspective Behavioral perspective Interactional perspective Universal perspective
Situational perspective
Which type of leadership entails the ability to understand the complexities of both the organization and its environment so as to maintain a superior alignment between them? Transformational leadership Charismatic leadership Strategic leadership Transactional leadership Virtual leadership
Strategic leadership
If a top manager works in a company with performance-reducing values, what action is recommended? Try to change the culture. Try to fire as many people as possible. Use restructuring to put all of the bad people in the same division. Use restructuring to dilute all of the bad people throughout the organization. Try to sell off the company to a competitor
Try to change the culture.
People who are impatient and ambitious are said to have what personality type? Type A Type B Machiavellian Disagreeable Closed-minded
Type A
Which political tactic entails using"neutral" third parties who are actually paid and directed by someone, or otherwise predisposed to act in her favor? Game playing Controlling the agenda Using outside experts Controlling information Controlling decision parameters
Using outside experts
Which concept explores how managers lead through various distance technologies? Transformational leadership Charismatic leadership Strategic leadership Transactional leadership Virtual leadership
Virtual leadership
What term refers to a live or prerecorded video segment that is broadcast over a company's intranet and archived for employees to view later? Blog Portal Webcast Podcast Wiki
Webcast
What term refers to a repeated mistreatment of another employee through verbal abuse? Workplace bullying Sexual harassment Organizational politics Machiavellianism None of these are correct
Workplace bullying
T/F: Being first to market with a product can enable an organization to gain a competitive advantage.
true
Age-based diversity is an issue organizations experienced in the past, but it is not impacting organizations today. not beneficial to organizations, since different age groups do not work well together. difficult to achieve in the workplace, since older people rarely look for work. not a goal for organizations today, since there is little value to seek this type of diversity. a major issue affecting organizations today, as there is a large increase in older workers
a major issue affecting organizations today, as there is a large increase in older workers
The set of relationships among people connected through friendship, family, work, or other ties is referred to as an organization. a social networking site. a social network. formal communication. informal communication
a social network.
T/F: Change can lead to conflict.
true
Being involved in the process of listening, focusing closely on what others in the communication process are saying, and responding to the speaker by seeking clarification to unclear messages, when needed, is called passive listening. active listening. hearing. feedback. decoding
active listening.
Harriet texts Agnes the following: "Where are we meeting them for dinner?" Agnes texts back this response: "At Takara." There are two restaurants named Takaras in town, so Harriet isn't sure where they will be meeting. loss of transmission jargon semantics ambiguity
ambiguity
An _________ is a physical manifestation of an organization's culture. enacted value espoused value artifact assumption experiential practice
artifact
To demonstrate its commitment to excellent customer service, a company hands out an award each month to the representative who received very positive customer feedback in an anonymous survey. enacted value or norm espoused value or norm assumption artifact
artifact
Paulo works for a socially conscious company that donates a portion of its profits to local charity organizations, which was one of the reasons he wanted to work there, and he expects the company will always continue this practice. enacted value or norm espoused value or norm assumption artifact
assumption
__________ are the values, often taken for granted, that define the core of an organization's culture.
assumptions
__________ are beliefs and feelings that people have about specific ideas, situations, or other people.
attitudes
One of the primary differences between attitudes and personality is that attitudes only identify negative perceptions while personality attributes identify both positive and negative attributes. attitudes cannot be assessed while personality attributes are easy to determine. attitudes are less changeable than personality attributes. attitudes are less predictive of behavior than personality attributes. attitudes are more changeable than personality attributes
attitudes are more changeable than personality attributes
The threat to transfer someone to a branch office in an undesirable location can be interpreted as a form of ___________ power.
coercive
Leaders should adjust their use of power under no circumstances based on the people the leaders are trying to influence if employees are motivated by monetary rewards. based on the industry they work in. All of these are correct
based on the people the leaders are trying to influence
Task demands that are too low can cause a person to develop healthy coping techniques. become bored. be healthy and pleased with life. feel invigorated. become anxious about time pressures
become bored.
A company that wants to promote a culture of openness and teamwork should ensure that its intranet has a broad scope. narrow scope. lot of censorship. limited update schedule. cluttered interface
broad scope.
An example of an intrinsic work value is health insurance. social contact with friends. having lots of time to spend with family. challenging work. financial gain
challenging work.
The ethnic and cultural mix of the U.S. workforce is unchanging. becoming more homogenous. insignificant to organizations. unobservable. changing
changing
Marty decides to send Jean the job offer via a text message. decoding encoding noise message feedback channel
channel
The medium used to send information is called the decoder. encoder. channel. message. feedback
channel
In __________ conflict cultures, employees actively manage and resolve conflicts cooperatively to find the best solution for all involved parties. dominating collaborative strategic avoidant passive-aggressive
collaborative
Group members tend to express their views more openly in the __________ stage of group development. mutual acceptance communication and decision making productivity control and organization motivation
communication and decision making
____________________ is a form of influence where the subordinate is willing to carry out the leader's wishes as long as doing so will not require extraordinary effort.
compliance
Saying, "Maybe we can meet in the middle" or "I'm willing to reconsider my initial position" reflects a ________ conflict management style.
compromising
A manager who recognizes how various tasks within an organization interrelate and contribute toward achieving broad corporate goals is demonstrating strong problem-solving skills. diagnostic skills. technical skills. conceptual skills. interpersonal skills
conceptual skills.
If a student always receives high grades, the student is exhibiting high __________ attribution. distinctiveness. consensus. consistency. congruence
consistency
A team __________ is a written agreement among team members establishing ground rules about the team's processes, roles, and responsibilities. outline commitment contract agreement quality circle
contract
Simon, a top human resources manager, meets weekly with managers from the information systems, product development, and accounting departments. problem-solving team interest group friendship group venture team cross-functional team virtual team functional team
cross-functional team
Transition management is the responsibility of an outside consultant. is the responsibility of the change agent. relieves the regular management team of its normal duties. halts business as usual during the change process. deals with the unintended consequences of change
deals with the unintended consequences of change
In the ________ stage of Glasl's model of conflict escalation, each side's opinion becomes polarized and emotions rise. hardening loss of face action over words debate images/coalitions
debate
Jean receives a text from Marty that says, "I want to give you the hiv." She assumes he meant "job," not "hiv," and she's delighted. decoding encoding noise message feedback channel
decoding
Parental status, religious beliefs, and military experience are examples of __________-level diversity.
deep
Planning is the process of designing jobs, grouping jobs into units, and establishing patterns of authority between jobs and units. determining the organization's desired future position and deciding the best way to achieve the desired outcome. motivating the organization's members to work together toward the organization's goals. monitoring and correcting the actions of the organization and its members to keep them directed toward their goals. utilizing organizational resources with the ultimate goal of attaining organizational goals efficiently and effectively
determining the organization's desired future position and deciding the best way to achieve the desired outcome.
Providing instructions for a work assignment is an example of__________ communication.
downward
Lydia takes home two boxes of paper clips per month, on average, for her personal use. productivity performance dysfunctional behavior organizational commitment lack of organizational commitment
dysfunctional behavior
Giles is opposed to the new structural changes because he's afraid that they will cost him his job. lack of awareness threatened power habit economic factors narrow focus of change social factors fear of the unknown
economic factors
A defining characteristic of a tiered workforce is __________. employees are paid different wages for doing the same types of tasks employees are paid the same wages for doing the same type of tasks employees who do the same type of tasks work different hours/shifts employees who do the same type of tasks work the same hours/shifts None of these are correct
employees are paid different wages for doing the same types of tasks
An employee discovers that management is reluctant to issue employee raises, even if the employee resigns as a result. enacted value or norm espoused value or norm assumption artifact
enacted value or norm
Marty meant to send Jean a text that said, "I want to give you the job," but he accidentally wrote, "I want to give you the hiv." decoding encoding noise message feedback channel
encoding
A manager fulfills the primary role of a leader by choosing the best resources to most effectively and efficiently produce the organization's product or service. verifying the quality of resources that pass through the organization. determining how organizational resources will be released in the environment. encouraging workers to increase productivity. identifying the various suppliers the organization will utilize to acquire resources
encouraging workers to increase productivity.
The board of directors in a public corporation is responsible for auditing the company's financial statements for accuracy. recommending new products and services. controlling the day-to-day operations of the firm. protecting the company from harsh overseas competition and lower labor costs. ensuring decisions by senior managers are in the best interests of the shareholders
ensuring decisions by senior managers are in the best interests of the shareholders
The structural changes at Rayu's company involve no downsizing and will dramatically reduce inefficiency and red tape. Still, Rayu doesn't like the changes because he doesn't want to put forth effort into learning a new way of doing things. lack of awareness threatened power habit economic factors narrow focus of change social factors fear of the unknown
habit
Sexual ___________, which is a form of abuse of power, refers to unwanted sexual advances, requests, communication, or contact with the threat of punishment for noncompliance. innuendo harassment assault treatment None of these are correct
harassment
In the wake of recent corporate scandals, the behaviors of top leaders have lost much of their impact. are now matters of public record. are being scrutinized more closely than ever. have become synonymous with greed. have become almost forgotten history
have become synonymous with greed.
An organization's assumptions are implicit and ________ resistant to change. moderately not likely to be equally highly None of these are correct
highly
the computer incremental innovation systems innovation radical innovation
radical innovation
the mobile phone incremental innovation systems innovation radical innovation
radical innovation
When a conflict begins to escalate, one of the best ways to prevent further escalation is to use hostile body language to indicate that you're not willing to be pushed around. instigate a shouting match but only if you're pretty sure you will win. intimidate the other party by acting more aggressively than they were expecting. react equivalently to the other party, and try not to overact. rally other people to your side
react equivalently to the other party, and try not to overact.
During the __________ phase of team implementation, managers should provide encouragement, monitor performance, and sometimes protect teams from those who want to see the team fail. self-managing teams tightly formed teams leader-centered teams reality and unrest start-up
reality and unrest
An up-and-coming executive who is charismatic is likely exhibiting __________ power. coercive emulation personal referent legitimate
referent
One of your subordinates follows your lead unhesitatingly because he looks up to you as a role model. referent power reward power expert power informational power
referent power
One of your subordinates will do just about anything if he can get paid extra to do it. referent power reward power expert power informational power
reward power
A conflict culture is a culture that is characterized by a lot of disagreement. set of shared norms for managing conflict. culture that attempts to avoid conflict as much as possible. set of shared norms for avoiding conflict. culture that is internally inconsistent
set of shared norms for managing conflict.
The viewpoint that appropriate managerial action or behavior depends on the circumstances presented. scientific management universal perspective system interactionalism situational perspective
situational perspective
The Bureau of Labor Statistics projects a dramatic increase in workers between the ages of __________ in the United States during the next decade. sixteen and twenty twenty and thirty thirty and forty forty and fifty sixty-five and older
sixty-five and older
__________ is the process through which individuals become social beings.
socialization
Expecting someone will exhibit certain behaviors or abilities based on their characteristics perceived threat of loss ethnocentrism prejudice stereotyping the "like me" bias
stereotyping
When managers consider the impact of a change on the culture, the dominant coalition, as well as the people, tasks, and structure of the organization, they are taking a holistic view of the issue. securing top management support. considering international issues. starting small. discouraging participation
taking a holistic view of the issue.
A group of managers cannot agree on what next month's sales goals should be. The group is experiencing values conflict. task conflict. process conflict. relationship conflict. information conflict
task conflict
Task characteristics that may substitute for leader behavior include all of the following EXCEPT frequent feedback. intrinsic satisfaction. routine. a high degree of structure. tediousness
tediousness
Associating only with other employees who are of a similar background to one's own perceived threat of loss ethnocentrism prejudice stereotyping the "like me" bias
the "like me" bias
Alf prides himself on being fair and not letting his emotions get in his way when making decisions. sensing thinking perceiving feeling judging intuition
thinking
While working for an organic deli, Jose discovers that most of the ingredients are not, in fact, organic. He's outraged and accuses Clara, the owner, of being unethical. She calmly replies that if customers can't tell the difference, there's no reason why the deli can't use cheaper ingredients and save money. structural conflict values conflict informational conflict
values conflict
Extrinsic work values are defined as values related to your family. values related to the types of work you do. values that give you a lot of job responsibility. values related to the outcomes of the work. values that give you challenging opportunities at work
values related to the outcomes of the work.
Helga is part of a semi-autonomous team that develops new company products. problem-solving team interest group friendship group venture team cross-functional team virtual team functional team
venture team
Five writers meet monthly over the Internet to discuss their current projects. problem-solving team interest group friendship group venture team cross-functional team virtual team functional team
virtual team
T/F: When mediating a conflict, it is best to ask leading questions.
false
T/F: When third-party conflict mediators are involved in a resolution attempt, the mediators usually come from inside the organization.
false
T/F: Communication in Western cultures is typically indirect and vague.
false
T/F: Displaying anger can be an effective conflict resolution technique in the workplace, because it shows strength.
false
T/F: High self-monitors tend to present consistent images of themselves regardless of the situation.
false
T/F: Trade-offs between extreme demands are rarely needed when balancing work-life linkages.
false
T/F: Transformational leadership focuses heavily on keeping the status quo.
false
T/F: All communication in the workplace is considered formal communication.
false
T/F: Applying a universal perspective, managers try to identify all of the possible ways to solve problems, based on the elements of the situation.
false
When Sara unexpectedly quits without a word of explanation, her coworkers ask Daniel, her manager, why she left. He explains that corporate policy prohibits him from discussing the reason she left. This causes her coworkers to suspect that she was pushed out by management, and tensions in the office rise. structural conflict values conflict informational conflict
informational conflict
Because you have worked at three of your competitors and still have a lot of friends at them, your coworkers often come to you to learn about what is going on at these companies. referent power reward power expert power informational power
informational power
The __________ component of an attitude guides an individual's behavior in a situation. cognition intellect expectation affect intention
intention
Ivan meets with a group of coworkers every Friday after work to play a new Dungeons and Dragons campaign. problem-solving team interest group friendship group venture team cross-functional team virtual team functional team
interest group
According to the Myers-Briggs inventory, __________ need quiet time to recharge their batteries. perceivers feelers thinkers extroverts introverts
introverts
Liang is uncomfortable making an important decision unless he feels that he has all of the facts. sensing thinking perceiving feeling judging intuition
intuition
Bob sells four dining sets per week, on average. productivity performance dysfunctional behavior organizational commitment lack of organizational commitment
productivity
Technological change focuses on indirect alteration of jobs. quality inputs to the process. the way inputs are transformed into outputs. broad system-wide changes. the way standards are created and enforced
the way inputs are transformed into outputs.
__________ provide both potentially positive and negative information to job candidates. Realistic job previews Comprehensive Complex interviews Regulated job previews Propaganda videos
Realistic job previews
Intrapreneurship is most effective as a rare event in the organization. is most effective when it occurs in the research and development department alone. occurs both inside and outside the organization. gives new organizations an edge over existing organizations. is entrepreneurial activity that takes place within the organization
is entrepreneurial activity that takes place within the organization
Harry says to Sally, "Girls like a guy with a sense of humor, but that's a lie. I'm hilarious, but girls never laugh at my jokes." Sally, a logician, responds, "That's not a lie; you're just confusing necessity with sufficiency." Harry doesn't understand what she means by that. loss of transmission jargon semantics ambiguity
jargon
Hosanna is decisive. In a group, she's usually the first person to take stock of the essential information and formulate a plan. sensing thinking perceiving feeling judging intuition
judging
Vega was on vacation when a new process to document computer bugs was implemented. Nobody told Vega, so when she returned from vacation, she continued to use the previous process. lack of awareness threatened power habit economic factors narrow focus of change social factors fear of the unknown
lack of awareness
Marty decides to offer the job to Jean. decoding encoding noise message feedback channel
message
The compromising strategy entails a _________ concern for one's own interests and a high concern for the interests of the other party. variable fluctuating low high moderate
moderate
When organizations focus on the "softer" side of business, including organizational behavior factors, it can lead to weaker leadership. loss of trust among employees. better relationships with vendors. more motivated and more engaged employees. less motivated and less engaged employees
more motivated and more engaged employees.
Kenny, director of the hospital pharmacy, decided to upgrade the decades-old software, but after the upgrade, he discovered the pharmacy's electronic records are now incompatible with the systems used by the inpatient and outpatient clinics, since they are still using old software. lack of awareness threatened power habit economic factors narrow focus of change social factors fear of the unknown
narrow focus of change
In a __________ culture, the reaction to the arrival of the plant manager is, "Heads up! The plant manager is coming onto the production floor—look busy!" strong negative strong positive weak negative weak positive moderate neutral
strong negative
Tommy, a marketer for a test prep company, always tries to enroll as many students as possible in each class because his yearly bonus is based on sales. This angers Iris, a teacher in the company, because her yearly bonus depends on her average student ratings and she tends to get better ratings with smaller classes. structural conflict values conflict informational conflict
structural conflict
Overdetermination is sometimes called structural inertia. organizational inertia. group inertia. group stability. organizational stability
structural inertia.
Videoconferencing, instant messaging, electric meetings, and even conference calls are considered __________ technology. asynchronous futuristic team-specific ineffective synchronous
synchronous
This is an interrelated set of elements that function as a whole. scientific management universal perspective system interactionalism situational perspective
system
Lou's company designs a computer chip that is 15 percent faster and 5 percent smaller than the leading model. incremental innovation systems innovation radical innovation
systems innovation
Sonya's company creates a laptop processor that produces less heat than any other on the market. incremental innovation systems innovation radical innovation
systems innovation
After encountering an exceptionally good cashier, we might see an average cashier and evaluate him or her as below average. This is an example of the contrast effect. the halo effect. first impression bias. stereotyping. projection
the contrast effect.
A __________ is a collection of verbal and symbolic assertions that specify how and why two or more variables are related, and the conditions under which they should and should not relate. hypothesis theory data set fact statistic
theory
Cammy was all for the structural changes at her company until she realized that fewer people were going to report to her after the changes. lack of awareness threatened power habit economic factors narrow focus of change social factors fear of the unknown
threatened power
During the __________ phase of team implementation, a team's internal focus can become detrimental to other teams and to the organization as a whole. start-up reality and unrest tightly formed teams leader-center teams self-managing teams
tightly formed teams
A concern when developing training programs is how to identify actual training needs. find the time and funding for the training effort. motivate employees to want to learn. transfer employee training to the workplace. find "role model" trainers
transfer employee training to the workplace.
A leader who initiates change in a company by enhancing the culture of the work environment is using charismatic leadership. transactional leadership. transformational leadership. strategic leadership. path-goal leadership
transformational leadership.
T/F: A person who tries to gain power and control over others in the workplace exhibits a high degree of Machiavellianism.
true
T/F: A person's openness pertains to a person's ability to entertain new ideas and to change as a result of new information. is that person's beliefs about his or her capabilities to perform a task.
true
T/F: A transactional leader is careful to assign work and evaluate performance.
true
T/F: According to research, employees are often more responsive to the social influence of their peers than to the control and incentives of management.
true
T/F: Constructive conflict can result in new ideas.
true
T/F: Gain-sharing programs usually reward all team members from all teams based on the performance of the organization.
true
T/F: Improving time management skills can help to reduce stress on the job.
true
When dysfunctional conflict occurs, the organization is positively influenced. neither party typically withdraws from communicating. negative feelings do not carry over after the conflict ends. the parties involved typically focus on the issues, not emotions. typically no one is satisfied with the outcome
typically no one is satisfied with the outcome
A primary source of conflict is __________, which can lead to information conflict. physiological needs excitement emotional needs uncertainty psychological needs
uncertainty
Organization culture can be managed by sticking to the knitting. conducting in-depth research and evaluation. allowing autonomy and entrepreneurship. utilizing the culture that is already there. staying close to the customer
utilizing the culture that is already there.
Uncertainty avoidance refers to the extent to which workers prefer unambiguous situations. workers focus on the future. acquisition of money and things is emphasized. aggressiveness is emphasized. authority is respected
workers prefer unambiguous situations.
