Chapter 10 Motivating Employees

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True or false: Employees who are disengaged do not cost the company anything

False

True or false: Frederick Gilbreth was the "Father of Scientific Management"

False

True or false: In the global business world, group leaders do not need to be able to deal with ambiguity

False

True or false: When a worker perceives inequity in the workplace they will increase their effort to get more recognition from management

False

The study that asked workers to rank a list of job-related factors in order of what motivated them most was a new direction taken by:

Federick Herzberg

Which of the following is an example of intrinsic reward

Feeling that your work contributes to society Feeling that your work contributes to the company Personal satisfaction

The tendency for people to behave differently when they know they are being watched or studied is referred to as the _

Hawthorne effect

The _ gave birth to the human-based management movement since it identified that worker's feelings and attitudes affect their work

Hawthorne studies

To which part of the theories is job enrichment most closely related

Herzberg's higher-level motivators

_ do not move people to action when present in the workplace

Hygiene factors

Employers can recognize a job well done by:

Increasing pay Providing a path for advancement Increasing employee responsibilities

Based on Figure 10.3 is clear that Maslow and Herzberg disagree on which element as being a true motivator

Job security

Which of the following would be an example of empowerment that would motivate workers

Let the workers design the solution to a problem

In the 1960s, Peter Drucker designed a method of management that includes employees in goal setting, known as which of the following

Management by objectives

_ employees accomplish more tasks effectively and thus lead a company to success

Motivated

Which element in the work environment was found to be dissatisfying when not present, but when present did not serve as a motivator for workers

Pay and job security

Select assumptions made by Theory X managers about people

People are motivated to avoid punishment People prefer to avoid work People must be controlled and forced to work

Match the following elements to Ouchi's Type A & J management

Type J Implicit, informal controls Consensual decision making Type A Explicit controls Individual responsibility

Theory Z is an attempt to blend:

Types J and A

Select examples of characteristics of manager with a Theory X mentality

Very busy checking others Telling people what to do and how to do it

Which of the following are examples of factors that contributed to increased worker productivity during the Hawthorne studies

Worker involvement in managerial decisions Management respect and interaction Social group membership and informality

McGregor's Theory X and Theory Y identified assumptions manager's have about workers. Select the statements below that represent a Theory X manager's beliefs

Workers are motivated by fear and money Workers prefer to avoid responsibility

A researcher whose work was based on Taylor's was Henry L. Gantt who developed _ to plot and tract production

charts

Employee empowerment cannot be successful without clear and open _ throughout an organization

communication

The key to successful employee empowerment is free-flowing _ and information throughout the organization

communication

When managers create places for employees to talk, adopt suggestions, and reward upward communication, they will successfully create an organization with a culture that rewards

communication

A job enrichment strategy is to assign work so that workers:

complete an identifiable task are held responsible for successful achievement of a task

Peter Drucker developed MBO because he recognized that:

employees need to motivate themselves managers can only thwart employee motivation, not motivate an employee

Giving employees the authority to make decisions and the tools to implement the decisions they make is called _

empowerment

_ would be a key technique that would be comfortable for a manager with Theory Y assumptions

empowerment

According to reinforcement theory, a manager who tries to stop undesirable behavior by not responding to it is using

extinction

A promotion at work is an example of a(n) _ reward

extrinsic

Frederick Taylor was nicknamed the _ of scientific management:

father

The best way to give an employee a feeling of achievement and recognition is through which component of job enrichment

feedback

An example of Maslow's hierarchy is when a person has eaten, is full from a six-course meal, and:

is no longer motivated by hunger

A higher-level need on Maslow's hierarchy will not be a motivator until _-_ needs have been satisfied

lower level

Herzberg's study of motivating factors led to the conclusion that the best way to motivate workers is to:

make their jobs interesting recognize their achievements through advancement

The system of goal setting and implementation with discussion, review and evaluation of objectives is called

management by objective

A culture that focuses on building personal relationships and _ before focusing on tasks is a high-context culture

trust

While workers in the United States are more task oriented and require information to do their jobs, workers from Korea are more motivated by strong relationships and developing _ to do the same job

trust

According to Vroom, before committing maximum effort to a task employees will first ask themselves three questions:

"Can I do this?", "Will I be rewarded?", and "Do I like the reward?"

It was not until the early _ century that studies of management principles had any lasting implications

20th

According to Ouchi's research about the effect of national culture on organizations, Type _ management relies on individual decision making and achievement

A

Which of these methods used in organizations encourage communication

Allow employees to voice ideas Train managers to be good listeners

Match the generations to the birth years listed

Baby boomer 1945-1964 Generation X 1965-1980 Generation Y (Millennial) 1980-2000

Match the generation to characteristics that describe it

Baby boomer Grew up in prosperity, one parent working, values job security Generation X Grew up with both parents working, seeks work-life balance, values career security Generation Y (Millennial) Grew up with indulgent parents technologically savvy, values frequent positive feedback

What was the goal of Taylor's scientific management

Benefit the firm Benefit the worker Increase worker productivity

Which of the following are costs directly associated with recruiting and training a new employee to replace one who is dissatisfied and leaves

Dollars for hours spent training Decreased productivity Loss of intellectual capital

When a manager withholds praise for a late project, it is an example of which form of reinforcement theory

Extinction

_ is an example of positive reinforcement

Recognition Pay raise Praise

Which item was listed by workers as creating enthusiasm for job content

Sense of achievement

Match the key element of job enrichment to their meaning

Skill variety The extent to which the job demands different skills Task Identity The degree to which the job requires doing a task from beginning to end Task significance The degree to which the job has a substantial impact on the lives or work of others in the company Autonomy The degree of freedom or discretion in scheduling work and determining procedures Feedback The amount of direct and clear information given about job performance

Which of the following are included in Maslow's hierarchy of Needs

Social Physiological Safety

Fredrick Taylor wrote:

The Principle of Scientific Management

If one manager views most employees as motivated to do work while a second manager view most employees as lazy, they are operating under which of the following management theories respectively

Theory Y and Theory X

What kind of study analyzes which tasks must be performed to complete job and the time needed to do each task

Time-motion

What is the purpose of Management by Objectives

To engage everyone in the organization in goal setting and implementation To monitor the results of implementing goals To reward the accomplishment of organization goals

True or false: Maslow's higher level needs of Self-Actualization and Esteem correspond to Herzberg's Motivators

True

True or false: Theory Z matches the culture, situation, and specific needs of the organization and its employees, whereas McGregor's Theory X and Y is about assumptions managers take about workers' attitudes

True

A type of _ used by managers to plot the work of employees in detail was developed by Henry Gantt, who followed Taylor's principles

chart

According to Maslow's Hierarchy of Needs, when a lower level need has been met:

a higher level need will emerge as a motivator

Understanding motivation in global organizations is:

a new challenge for most firms

Herzberg found that the job-related factors that motivated workers to achieve full potential include:

a sense of achievement recognition

Studying workers as they shovel different types of materials with different types of shovels in order to determine the most efficient tool and method to use is an example of:

a time-motion study

According to a survey of recent college graduates, opportunities for _ are important in attracting and retaining employees

advancement

Vroom's expectancy theory states that the:

amount of effort an employee exerts on a specific task depends on expectations of the outcome

A Gantt _ is used by managers to plot the work of employees

chart

The belief that your work makes a difference and gives you satisfaction is an example of:

an intrinsic reward

Taylor's method was to:

determine the one "best" way teach people the one best way to do their jobs study the most efficient way to do a task

When using MBO, a manager must

develop commitment goals formulate goals cooperatively with employees

Herzberg's findings were that motivators are to productivity as hygiene factors are to:

dissatisfaction

According to Herzberg's theory, employees require basic tools to do their work and are _ in their absence, however, employees are _ when involved in decision making

dissatisfied motivated

In a manufacturing environment, scientific management is demonstrated by doing time-notion studies of the steps in an assemble process to determine if _ can be gained by adjusting the way the steps are performed

efficiency

A worker who works with passion and feels connected to their company is said to be _

engaged

Designing a more challenging job that has more motivating characteristics is job _

enlargement

Job _ involves combing tasks into one challenging and interesting assignment

enlargement

A motivational strategy that focuses on motivating the worker through the design of the job itself is called job _

enrichment

Management by objectives requires discussion, review, and _ of objectives among managers, supervisors and employees

evaluation

Management by objectives requires discussion, review, and _ of objectives among managers, supervisors, and employees

evaluation

The basis of Victor Vroom's expectancy theory is that motivation and effort is affected by:

expectations of achieving a desirable outcome

Rewarding Baby boomer employee for following the rules while rewarding younger workers like Millennials for changing them is an effective way to apply motivation strategy to workers of differing _

generations

Small businesses can motivate employees by:

giving employees small equity stakes offering flexible schedules telling them their work is appreciated

_-_ theory, the basis for Management by Objectives developed by Peter Drucker in the 1960s, proposes that setting ambitious, but attainable goals can motivate workers and improve performance

goal setting

Setting ambitious, but attainable goals with a new employee and then giving him the tools with which achieve them so he will be motivated is an application of which theory

goal-setting theory

Trust within the _ is at the heart of Type J management

group

The significant difference between coaching and helping is:

helping means doing part of the work

The effects on organizations of unmotivated and unhappy workers include:

high recruitment and training costs poor relationships with customers

Lower level workers such as housekeepers in a hotel can be aided in satisfying _ level needs by discussing what the hotel would be like in their absence. This gives meaning to their jobs and their presence

higher

Helping lower-level worker like hotel housekeepers understanding what the hotel would be like in their absence gives meaning to their jobs and presence. According to Maslow's hierarchy, they are fulfilling:

higher-level needs

Increased worker productivity during the first Hawthorne studies determined that _ and _ factors affected productivity

human psychological

According to Herzberg, clear company policy and administration at work is considered a(n) _ factor

hygiene

When applying reinforcement theory, extinction means:

ignoring unwanted behaviors to stop them

Examples of job enrichment strategies are:

job enlargement and job rotation

A practical application of Maslow's and Herzberg's theories by motivating workers through the structure of the job itself is:

job enrichment

A strategy that motivates workers through characteristics of the job itself is _

job enrichment

Herzberg studied _ factors and asked employees to rank them by level of enthusiasm

job related

Moving workers from one task to the next to make work more interesting and motivating is called:

job rotation

According to Herzberg, hygiene (maintenance) factors at work would include:

job security good working conditions

The Hawthorne studies were originally designed to study the relationship between:

lighting and productivity

In a service environment, scientific management is demonstrated by breaking down the steps needed to perform the service, then timing a person delivering it to determine if _ economy can be improved

motion

Globalization has created a need for managers to understand cultural differences in order to _ employees around the world

motivate

The conclusion of Herzberg's theory is that the best way to create more productive employees is to add _ factors and satisfy the hygiene factors

motivating

Creating an upbeat, relaxed company culture helps small businesses_______ their workers instead of using monetary incentives.

motivation

Employee involvement and group membership were two of the reasons employees gave the reason for increased _ during the Hawthorne studies

motivation

Victor Vroom believed that the level of employee expectation of achieving an outcome has a direct effect on _ and effort

motivation

The Hawthorne studies as compared to scientific management studies can be respectively described as:

motivation versus motion

Job factors that cause employees to be productive and gives them satisfaction is the definition of a(n) _ according to Herzberg

motivator

An assumption about people made by a Theory Y manager is that people:

naturally like to work

Maslow's theory states that once needs are met they:

no longer motivate

Equity theory states that employees:

perceptions of fairness affect motivation compare their inputs and outputs to those of others in similar positions try to maintain equity between what they put into job and what they get out of it

Match the Maslow hierarchy level to the corresponding need

physiological food, shelter, clothing safety job security social group acceptance at work esteem recognition from the boss self-actualization feeling that one's full potential has been attained

If a worker perceives inequity in a situation, he may try to restore it by:

producing less leaving the organization

During the Hawthorne Studies, researchers were baffled when _ went up regardless of changed environmental conditions

productivity

Taylor's scientific management became the dominant strategy for improving _ in the early Twentieth century

productivity

Scientific management viewed people as machines that needed to be:

programmed

Extrinsic rewards include:

promotions pay raises recognition and praise

Small businesses can motivate their workers without increasing costs by giving them:

public recognition stock options

Based on Figure 10.3, it is clear that Maslow and Herzberg agree that:

recognition at work is a motivator

Examples of punishment include:

reduced pay

Motivation is defined as people acting to receive rewards to avoid punishment according to _

reinforcement theory

Positive and negative reinforcers applied to motivate a person to behave in a certain way is the application of:

reinforcement theory

Unlike scientific management, the Hawthorne studies found that human _ have a great impact on employee productivity

relations

To use self-managed teams to improve productivity, management must reinvent work by:

respecting workers allowing autonomy developing workers' skills

It is expensive to _ employees who are disengaged

retain

Expectancy theory recognizes that individuals establish their own views of task difficulty and the value of the _ to that person

reward

When implementing management by objectives it is a manager's responsibility to involve everyone, commit employees to the goals, monitor progress, and _ accomplishments

reward

Job _ is applied as a method of motivation when an employee is moved from on job to another on different days to make the job more interesting and challenging

rotation

Which of these are basic element of Taylor's Scientific Method

rule of work method time

If a person feels as if they have enough food, water, and shelter to survive, according to Maslow, the next need that they will strive to achieve is called

safety

The idea that all jobs can be broken down into elemental steps that can be made more efficient is the principle of

scientific management

The job enrichment process involves creating _ variety and _ significance on the job in order to motivate workers

skill task

The Management by Objectives system is most effective in _ situations that allow long-range planning

stable

The basic tools used in scientific management are:

stopwatch observation

A culture that focuses on the _ and views relationship building as a waste of time is a low-context culture

task

Coaching and helping employees are different in that coaching requires a manager to:

teach recommend guide

The time period of Herzberg's study was:

the mid-1960s

A lower-level needs are fulfilled in Maslow's hierarchy the higher-level, unmet needs become _

the motivators

The relationship between expectancy theory and employee motivation lies in the individual worker's belief that:

the reward for achieving a goal will be worth the effort he or she is capable of achieving the goal achieving a goal will be rewarded

An example of scientific management still in use today at UPS is:

the use of a stop watch to time package delivery

An example of how United Parcel Service has used the principles of Scientific Management is:

the use of tools such as ring scanners to read a bar code the use of simulators to teach employees to lift packages correctly

The idea that every job could be broken down into a series of elementary motions and analyzed to make it more efficient was the Gillbreths':

theory of motion economy

Herzberg's theory applies Maslow's hierarchy and then breaks it into:

two types of factors

The problems associated with retaining workers who are disengaged include:

undermining the efforts of employees who are engaged decreased productivity compensating workers who put in time but no energy

Maslow's theory states that people are motivated only by:

unmet needs

Companies can minimize the perception of unfairness in the workplace by having clear and frequent communication:

with all employees

An example of the initial results of the Hawthorne studies is:

worker productivity increased no matter what the level of lighting

In his study, Herzberg asked _ to rank those areas of the job that create enthusiasm

workers

Equity judgements by employees are often incorrect because:

workers overestimate their own contributions

According to McGregor a manager who believes an employee has little ambition, avoids responsibility and prefers to be directed is considered to be a theory _ employee

x


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