Civil Service Administrative Tests

A man under you supervision complains against a decision you have made in assigning staff. You consider the matter to be unimportant but it seems to be very important to him. He is excited and very angry. The best way to handle this case is to: a. tell him to wait a few days and you will do what he wants you to do b. let him talk until "he gets it off his chest" and then explain the reasons for your decision c. show him at once how unimportant the matter is and how absurd his argument is d. refuse to talk to him because of his unwarranted behavior

b. let him talk until "he gets it off his chest" and then explain the reasons for your decision

The one of the following circumstances which should indicate most strongly to a supervisor the need for a personal conference with an individual under his supervision is that the subordinate: a. seem sufficiently conscientious about the details of work, but rarely volunteers to do extra work b. performs his duties competently but seems aloof and preoccupied c. requests time off for the second time in one month to attend personal business d. asks questions frequently about minor details of procedure

b. performs his duties competently but seems aloof and preoccupied

A supervisor criticizes an employee's work by telling him that he is disappointed with it. The supervisor states that the work is completely unsatisfactory, points out the parts that are bad and says that improvement is expected. The supervisor's method of handling this type of a situation is usually considered: a. good; the supervisor did not criticize the employee's work in front of other employees b. poor; some favorable comment should have been made at the same time c. good; the employee knows just where he stands, and might resign d. poor; the employee should have been asked why his work was poor

b. poor; some favorable comment should have been made at the same time

Of the following, the most important reason for investigating the cause of an accident is to: a. determine if the employee injured was at fault b. prevent occurrence of the accident again c. determine if the injured employee deserves compensation d. impress on employees the need to be safety minded

b. prevent occurrence of the accident again

The best way for an administrator, to be acquainted with new regulations as soon as possible is to: a. study the book of rules b. read all bulletins as issued c. depend on specific notices by his superiors d. be alert to the needs of the department

b. read all bulletins as issued

An employee reporting an accident to the office by phone should request the name of the person receiving the call and note the time. The purpose of the precaution is to fix responsibility for the: a. entire handling of the accident thereafter b. recording of the report c. accuracy of the report d. preparation of the final written report

b. recording of the report

Supervisors were cautioned recently not to try for popularity at the expense of efficiency. This caution is predicated on the assumption that: a. "familiarity breeds contempt" b. required actions sometimes cause resentment c. efficiency and popularity don't mix d. cooperative problem-solving may lead to inefficient methods

b. required actions sometimes cause resentment

Assume that as division head you find it necessary to inform one of the generally satisfactory supervisors that some aspects of his work are unsatisfactory. The most desirable of the following methods of conducting the interview is for you to call the supervisor to your office an: a. tell him that his work is completely unsatisfactory and that you expect better in the future b. start the interview by making, if possible, some favorable comment about his work c. indicate briefly to him what is wrong and close the interview without giving him any chance to comment d. tell him that you don't want him to be upset but that you have received a complaint from the borough commander

b. start the interview by making, if possible, some favorable comment about his work

If an administrator finds out that his definitely disliked by the workers under his supervision, and that the situation is affecting the morale and the efficiency of the department, the best thing the administrator can do is to: a. ask the supervisor to talk to the workers b. take stock of oneself to determine if he or she is to blame c. loosen up on the discipline of the department d. supervise the workers more rigidly

b. take stock of oneself to determine if he or she is to blame

If a subordinate does a good piece of work, the best procedure is to: a. say nothing so that the individual will not become conceited b. tell him he has done a good job c. explain how the work could be improved so that the person will not relax his efforts d. tell the individual that he is far better than his co-workers and would be prompted if there was a vacancy

b. tell him he has done a good job

In accordance with certain plans, the private secretary to a bureau chief is to be assigned to a newly created central stenographic unit. The bureau chief is expected to oppose this move. Of the following, the most appropriate point that should be emphasized in obtaining the bureau chief's cooperation in this matter is that: a. the same person will be available at all times to perform his secretarial work b. the absence of a stenographer will not delay urgent or important work c. the quality of the work produced by the central stenographic unit will be uniform d. the training of new stenographers will be greatly simplified

b. the absence of a stenographer will not delay urgent or important work

The suggestion is made that all the secretaries assigned to the bureau chiefs of a certain agency be transferred to a newly established unit which is to be staffed with stenographers and typists. Of the following, the most probably effect of reassigning these secretaries would be that: a. the quality of the stenographic and typing work performed by the secretaries would deteriorate b. the bureau chiefs would be burdened with much of the routine work that is now performed by their secretaries c. typing and stenographic work would be performed less expeditiously and with frequent delays d. the development of understudies for bureau chiefs would be greatly hampered

b. the bureau chiefs would be burdened with much of the routine work that is now performed by their secretaries

Prior to discussing them with his superior a supervisor often discusses with his subordinates, certain procedures which are under his consideration. Of the following, the principal reason why this technique has been found useful is that: a. it prepares the staff for any procedural changes b. the subordinates frequently make worthwhile suggestions c. it gives the supervisors chance to become better acquainted with his staff d. the subordinates appreciate being consulted on the office procedure

b. the subordinates frequently make worthwhile suggestions

A subordinate supervisor, who has quite a following with the workers, disagrees with you as chief supervisor on a certain point in administration. You should: a. inform the supervisor that you are the chief administrator and until he is in your position he is to follow your ideas b. try to win him to your way of thinking and thus use his leadership to advantage c. transfer him to a position where he will be unable to interfere with the particular point of administration d. set an example of him by brining charges of insubordination

b. try to win him to your way of thinking and thus use his leadership to advantage

Of the following, the most valid statement dealing with the relations between supervisors and subordinates in a department is that: a. if a supervisor is to maintain the respect of subordinates, he or she should always defend the acts of subordinates against criticism b. when an order which the supervisor knows will make heavy demands on workers is to be read to them, it is a wise policy to preface the reading with some explanatory remarks c. even if a supervisor sees and knows of things that should be done, he or she should never enforce these details upon workers without orders from a superior d. a supervisor should assign the most difficult tasks to the workers with the least service to test their ability

b. when an order which the supervisor knows will make heavy demands on workers is to be read to them, it is a wise policy to preface the reading with some explanatory remarks

Suppose the various jobs under your supervision are frequently delayed because the workers await your arrival to make decisions before proceeding with the work. As a supervisor, the most helpful conclusion for you to draw from this is that: a. the workers under your supervision lack initiative and need encouragement b. your orders and instructions may not have been sufficiently clear to complete c. you have incurred the workers' dislike and should look for the cause d. the jobs given to you are generally more difficult than the average

b. your orders and instructions may not have been sufficiently clear to complete

In general, when dealing with subordinates, an administrator should adopt: a. a strong dominant attitude emphasizing authority b. a conciliatory attitude evidencing willingness to compromis c. a firm friendly attitude designed to evoke cooperation d. an indifferent attitude indicating impartiality

c. a firm friendly attitude designed to evoke cooperation

Of the following, the quality which contributes most toward a good supervisor is: a. ability to be considered as "one of the boys" b. ability to keep from worrying c. ability to get the work out d. ability to be forceful

c. ability to get the work out

It would be poor supervision on an administrator's part if he or she: a. consulted his or her assistant on unusual problems b. asked for an experienced employee's opinion on the method of doing a special job c. allowed a cooling off period of several days before giving one of his workers a deserved reprimand d. made it a policy to avoid criticizing a worker in front of his co-workers

c. allowed a cooling off period of several days before giving one of his workers a deserved reprimand

Assume that an unpleasant routine job is to be assigned to one of your workers. Generally the job should be: a. assigned to a minor offender as disciplinary action b. rotated among all the workers in your department c. assigned to a junior person until that worker gains seniority d. assigned permanently to one man who would be given special privileges for compensation

c. assigned to a junior person until that worker gains seniority

On returning from your vacation and resuming your assignment, you learn that the replacement administrator has changed some of your methods and procedures on his own authority. A good way to handle this situation is to: a. tell the replacement administrator that he had no authority to make any changes b. automatically reinstate your previous methods and procedures c. compare the merits of the replacement's methods and procedures with yours and then make a choice d. accept the new procedures without question

c. compare the merits of the replacement's methods and procedures with yours and then make a choice

All of the following except one are characteristic of a good administrator. That one is: a. instructing the employees thoroughly b. enforcing use of safety measures c. directing, personally, each phase of the work d. completing details at maximum practical speed

c. directing, personally, each phase of the work

Assume that you are the supervisor of a unit that has just been organized in your agency. One of the employees who is being transferred to your unit has been reported as uncooperative in working with her former supervisor and was using unauthorized work procedures rather than following procedures prescribed by her supervisor. Of the following actions, the most appropriate one for you to take first when this employee reports to you for work is to: a. explain to her immediately that you cannot permit her to use procedures other than those that you prescribe for use b. display confidence in her by encouraging her to use her judgment as to methods of performing her work c. discuss her new assignment with her without referring to her reported uncooperative attitude d. indicate that you are aware of her uncooperative attitude but that, nevertheless, you expect her to cooperate fully with you

c. discuss her new assignment with her without referring to her reported uncooperative attitude

The best method of handling an employee who is chronically dissatisfied is: a. suspension for a period of time b. reprimanding before the staff c. discuss the problem in detail d. transfer the employee to another district

c. discuss the problem in detail

The staff of a unit has been wasteful in the use of stationary, paper, and other office supplies. Of the following, the most desirable action for the supervisor to take to reduce this waste is to first: a. determine the average quantity of supplies used daily by each staff member and then allot that quantity daily to each staff member b. find out which employees have been most wasteful of supplies and reprimand these employees c. discuss this matter at a conference with the staff, pointing out the necessity for, and methods of, eliminating waste d. issue supplies for an assignment at the time the assignment is made and limit the quantity to the amount needed for that assignment only

c. discuss this matter at a conference with the staff, pointing out the necessity for, and methods of, eliminating waste

As an administrator, it is advisable for you to keep records of your jobs for future references. Assume that in reviewing your records you find that whenever a certain worker has been one of those assigned to a job, the job has taken appreciably longer than other similar jobs. In this case, you would do best to: a. warn the worker against deliberate slowness so that the individual knows you are aware of the situation b. take this fact into consideration when making up efficiency reports c. give closer supervision to future jobs to which this worker is assigned d. consult your superior on the appropriate disciplinary action to be taken

c. give closer supervision to future jobs to which this worker is assigned

You observe a woman performing a task improperly. When you discuss this with her, you are told that her previous superior taught her this method. Of the following, the best action for you to take at this point is to: a. tell the woman that she has probably followed her previous supervisor's instructions incorrectly b. relieve this woman of her assignment and give her another job c. indicate why the method she is using is not acceptable d. avoid further comment and permit the woman to continue at this time

c. indicate why the method she is using is not acceptable

A secretary to a division chief is required to take care of all the details relating to a conference of unit heads over which the division chief is to preside. Of the following, the least appropriate action for the secretary to take before the scheduled time of the conference is to: a. collect all material that will be needed at the conference b. see that the conference room is in readiness for the conference c. inform each unit head of the division chief's views on the matters to be discussed d. make sure that each unit head has received notice of this meeting in advance

c. inform each unit head of the division chief's views ont he matters to be discussed

You notice that one employee stops work an hour before "quitting" time although he produces as much work as his fellow workers. As supervisor you should: a. assign the employee to more interesting work b. assign the employee more work than can possibly be done c. inform the employee that you expect one to work until "quitting" time d. do or say nothing to the employee

c. inform the employee that you expect one to work until "quitting" time

Suppose that a clark who is employed in a unit under your supervision performs his work quickly but carelessly. He is about to be transferred to another unit in your department. The chief of this other unit asks you for your opinion of this employee's work habits. Of the following, the most appropriate reply for you to make is to: a. point out this employee's good qualities only, since he may correct his bad qualities after his transfer is effected b. say nothing good or bad about this employee, thus permitting him to start his new assignment with a clean slate c. inform the unit chief that this clerk performed his work speedily but was careless d. emphasize this employee's good points and minimize his bad points

c. inform the unit chief that this clerk performed his work speedily but was careless

The difference between the ordinary supervisor concerned only with "getting the work done," and the constructive supervisor, concerned with developing favorable employee attitudes in addition to getting the work done, probably lies in the fact that the: a. former is more practical than the latter and will produce more in the long run b. latter refused to be concerned with the details of the job c. latter, more than the former, considers his subordinates as individuals, each with his own problems, interests, and motivations d. constructive superior has the greater ability to use the principles of constructive organization in the management of his job

c. latter, more than the former, considers his subordinates as individuals, each with his own problems, interests, and motivations

It is a serious mistake to assume that a weak person in charge of a division can be bolstered by surrounding him with one or more subordinate supervisors who are of known ability. This solution is poor primarily because the: a. the administrator exercises control which cannot be delegated regardless of the exigencies of the situation b. the administrator will merely tend to allow these subordinates to take over his responsibility without attempting to assert himself c. level of performance of the division can seldom rise higher than the capacity of the administrator d. administrative control in a decentralized organization relies on unity of command, rather than functional division of responsibility

c. level of performance of the division can seldom rise higher than the capacity of the administrator

When an employee comes to the administrator's office to consult on a personal matter, the administrator should: a. inform the employee in a friendly fashion that is not proper to enter into the private affairs of a subordinate b. listen attentively and tell the employee what to do c. listen attentively, and through guiding questions induce the employee to think through the problem and arrive at a solution d. sympathize with the employee regardless of the type of problem because that is what the employee wishes to gain from the administrator

c. listen attentively, and through guiding questions induce the employee to think through the problem and arrive at a solution

A good way of obtaining high quality work from the department is for the administrator to: a. give the employees unusual privileges b. compliment the employees after each job c. maintain a vigorous interest in each job d. individually assist on every job

c. maintain a vigorous interest in each job

Assume that you have a woman in your department who is very conscientious and does more and better work than anyone else. In this case, as her supervisor, you should: a. grant her unusual privileges b. persuade her to slow down because others resent a speed-up c. make every effort to show her that her efforts are appreciated d. assign her less work as a reward for her services

c. make every effort to show her that her efforts are appreciated

Generally a good way for an administrator to retain the confidence of his subordinates is to: a. say as little as possible b. make very infrequent checks on the work c. make no promises unless they will be fulfilled d. never hesitate in giving an answer to any question

c. make no promises unless they will be fulfilled

Supervisors must be careful what they say in the presence of subordinates. The most valid support for this axiom is the fact that: a. anything said to one subordinate should be said to all subordinates b. any significant communication between supervisor and subordinate should be in writing c. subordinate characteristically tend to place their own meanings into otherwise meaningless remarks d. the grapevine has no place in a well-run organization

c. subordinate characteristically tend to place their own meanings into otherwise meaningless remarks

The direct, immediate guidance and control of subordinates in the performance of their tasks is called: a. planning b. coordination c. supervision d. management

c. supervision

Assume that a procedure for handling certain office forms has just been extensively revised. As supervisor of a small unit, you are to instruct your subordinates in the use of the new procedure, which is rather complicated. Of the following, it would be least helpful to you subordinates for you to: a. compare the revised procedure with the one it has replaced b. state that you believe the revised procedure to be better than the one it has replaced c. tell them that they will probably find it difficult to learn the new procedure d. give only a personal outline of the revised procedure at first and then follow with more detailed instructions

c. tell them that they will probably find it difficult to learn the new procedure

"Administrators may find that it is the senior members of the unit who require the most attention on their part." This statement assumes most directly that: a. competence in work will increase with experience b. strict supervision may increase the tendency on the part of employee to break minor regulations c. the need for supervision may have little relationship to the amount of experience d. newer staff members are usually less well acquainted with detailed regulations

c. the need for supervision may have little relationship to the amount of experience

The best way for an administrator to get prompt and effective service from his subordinates is: a. to try to be popular and be a regular fellow b. to direct them in a superior manner without abusive language, letting them know you are the boss c. to direct them in a just and dignified manner without abusive language d. to direct them in a superior manner, with strong, even profane words

c. to direct them in a just and dignified manner without abusive language

In attempting to correct unsatisfactory work of employees, it will be found most effective: a. to point out instances of unsatisfactory performance of work and say no more b. to instruct employees in correct performance and make no reference to past inferior work c. to point out instances of unsatisfactory performance of work, show what they signify, what results from them and how to correct them d. to point out instances of unsatisfactory performance of work and reprimand the employee for it

c. to point out instances of unsatisfactory performance of work, show what they signify, what results from them and how to correct them

An administrator familiar with current economic trends would know that a period of inflation is in general characterized by: a. both rising wages and falling prices b. an increase in the purchasing power of money c. a decline in the national income d. a decrease in the purchasing power of money

d. a decrease in the purchasing power of money

Suppose an employee makes a suggestion to you that is ridiculous. Of the following, the most proper action by you should be to: a. reject the suggestion and reprimand the man for being ridiculous b. bring the suggestion up at a meeting so that the other men can comment on it c. return the suggestion and tell the man that the suggestion, though valuable, is not applicable at this time d. acknowledge the suggestion and explain why it is impractical

d. acknowledge the suggestion and explain why it is impractical

Assume that you are the supervisor of a stenographic unit. One of the stenographers, in reviewing her stenographic notes of a letter dictated by a bureau head, discovers that the letter contains an erroneous statement which may cause the bureau head some embarrassment. Since this stenographer had been severely criticized by this bureau head on a previous occasion for having rephrased one of his dictated statements, she is reluctant to make any changes in his dictated material. She refers this problem to you. Under these circumstances, the best action for you to take is to: a. correct the error and have the stenographer type the letter as corrected, after you have initialized her notebook to show that you have authorized the change b. have the stenographer type the letter as it was dictated by the bureau head, but have her attach a note calling his attention to the erroneous statement c. have the stenographer tra

d. call the bureau head's attention to his error and have the stenographer make any change authorized by him

If an administrator makes a serious mistake in the details of an order issued to the staff, he or she should: a. not attempt to correct it, because the workers will lose their respect for him b. not attempt to correct it, because the workers will eventually correct the error themselves c. correct it in order to show he or she isn't small about such matters d. correct it in order to avoid any costly errors which might result otherwise

d. correct in order to avoid any costly errors which might result otherwise

The job interest of the employees in your department is best secured by: a. requesting their advice on all important matters b. constantly bringing up new matters c. giving good workers special privileges d. creating in each man a sense of his individual importance to the job as a whole

d. creating in each man a sense of his individual importance to the job as a whole

A new employee comes to you with a suggestion for changing the method of performing a routine job. As an administrator, you should: a. tell him that routine procedures are standardized and cannot be changed b. not consider the suggestion because the new man is not familiar with the work c. tell the man to try out the new method unofficially to see if it works d. discuss the suggestion with the man and determine its value

d. discuss the suggestion with the man and determine its value

As supervisor of a stenographic unit, you find that an important report prepared and checked for accuracy jointly by two of your stenographers contains a serious, careless mistake. One of the stenographers has a good work record, while the other is known to be a careless worker with a record of low production. Of the following, the most appropriate action for you to take in this matter is to explain to the stenographers the consequences of the mistake and to: a. urge the more efficient stenographer to be more careful in checking the accuracy of the other stenographer's work b. impress the less efficient stenographer with the importance of checking her work thoroughly c. make certain that these two stenographers are not assigned to work together in preparing future reports d. emphasize to both employees that they must be more careful in their work

d. emphasize to both employees that they must be more careful in their work

Suggestions on improving methods of work when submitted by a new employee should be: a. disregarded because he is too unfamiliar with the work to submit any worthwhile ideas b. examined only for the purpose of judging the new worker c. ignored because it would make the older employees resentful d. examined for possible merit because the new worker may have a fresh viewpoint

d. examined for possible merit because the new worker may have a fresh viewpoint

If you never have any problems reported to you by your subordinates it is most probable that: a. you are leading your subordinates so well that there is no room for improvement b. your subordinates do not have the welfare of the department at heart c. your subordinates are probably so self-reliant that they do not need to disturb you d. for some reason you are not making it easy enough to report problems

d. for some reason you are not making it easy enough to report problems

Of the following statements, the one that is least accurate in describing modern concepts of the supervisor-subordinate relationship is that: a. reasons for behavior vary and should not be treated similarly b. misunderstandings often underlie job attitudes and behavior c. job problems are often the concern of the supervisor and his or her workers d. members should not participate in solving problems until they understand the causes of such problems

d. members should not participate in solving problems until they understand the causes of such problems

If a supervisor has criticized one of his subordinates for making a mistake, the supervisor should: a. remind the worker of the error from time to time in order to keep the worker on his toes b. overlook further errors which this worker may make, otherwise this worker may feel he is a victim of discrimination c. impress this worker with the fact that all work will be closely checked from then on d. not dwell on the incident and give the worker an opportunity for redemption

d. not dwell on the incident and give the worker an opportunity for redemption

A certain administrator demands that subordinates accept their assigned tasks without question. He refuses to allow them to exercise initiative in carrying out their assignments, and maintains a constant check on their work performance. Suppose that you are to succeed him as chief of this division. The most appropriate of the following policies for you to adopt on becoming the division chief is to: a. continue to exercise the same rigid controls over the work and the workers in the division since they are accustomed to this type of supervision b. discard all strict controls immediately and give the individual employees complete freedom in determining how to carry out their assignments c. develop among your staff a personal loyalty to you which will cause them to think of your reaction before departing from established procedure d. remove gradually the controls you consider too strict and provide opportunities for

d. remove gradually the controls you consider too strict and provide opportunities for your staff to participate in formulating work plans and procedures

Occasionally some of the men in a department will indulge in active horseplay. This should be: a. encouraged because it promotes good fellowship b. permitted as it is a form of relaxation c. discouraged because some of the men might not like it d. stopped immediately because it is likely to cause accidents

d. stopped immediately because it is likely to cause accidents

From a supervisory viewpoint the most desirable trait which an employee can have, of the following, would be: a. the ability to get along with his co-workers b. punctuality of attendance c. excellent knowledge of equipment d. the performance of a good job with little superivsion

d. the performance of a good job with little supervision

Of the following, the best measurement of a supervisor's ability to do his job is: a. a low accident rate b. the opinion of his fellow supervisors c. the opinion of the workers under him d. the work output of his department

d. the work output of his department

A newly appointed employee in your department makes blunders apparently regardless of the type of assignments given to him. You should: a. recommend his dismissal b. refuse to give him further work assignments until he agrees to be more careful c. ignore the condition since it will ultimately cure itself d. try to determine the cause for the man's poor work before taking further action

d. try to determine the cause for the man's poor work before taking further action

In making corrections of or criticizing an employee's work, it is least desirable to: a. choose a quiet and private place b. get all the essential facts c. give the employee a chance to talk d. use the same method for all employees

d. use the same method for all employees

Assume that as administrator of a central bureau, you are considering the establishment of a new procedure to check the accuracy of your subordinates' work. Of the following, the most important factor which you should consider before deciding to establish such a procedure is" a. whether or not your subordinates are likely to resent your use of the new procedure b. the frequency with which it will be practicable to check the accuracy of your subordinates' work c. the phases of your subordinates' work which will require the greatest amount of review d. whether or not the expected results of the new procedure will justify the time and money spent on using it

d. whether or not the expected results of the new procedure will justify the time and money spent on using it

If a newly promoted individual discovers that a subordinate with greater seniority resents him, he or she can best win the respect and cooperation of the subordinate by: a. consulting with the subordinate on details with which the subordinate has had a lot of experience b. making quick decisions and adhering to them c. transferring the employee to new work in which he is not experienced d. seeking social contracts with the employee and ignoring the resentment until it disappears

a. consulting with the subordinate on details with which the subordinate has had a lot of experience

When subordinates request his advice in solving problems encountered in their work, a certain bureau chief occasionally answers the request by first asking the subordinate what he thinks should be done. This action by the bureau chief is, on the whole: a. desirable, because it stimulates subordinates to give more thought to the solution of problems encountered b. undesirable, because it discourages subordinates from asking questions c. desirable, because it discourages subordinates from asking questions d. undesirable, because it undermines the confidence of subordinates in the ability of their supervisor

a. desirable, because it stimulates subordinates to give more thought to the solution of problems encountered

The bureau chiefs of a City agency are each given twenty-four hours within which to prepare and submit an urgent report to the head of their agency. Several bureau chiefs plan to work overtime in order to meet the deadline and request stenographic services during the overtime period. For the chief of the central transcribing unit to ask some of her stenographers to work overtime to supply the requested stenographic services is: a. desirable, chiefly because it enables the bureau chiefs to meet the deadline b. undesirable, chiefly because it creates personnel problems which are often difficult to handle c. desirable, chiefly because it enables the bureau chief to determine which of the stenographers are cooperative d. undesirable, chiefly because resorting to overtime to meet production requirements indicates poor management

a. desirable, chiefly because it enables the bureau chiefs to meet the deadline

A department head insisted that operating officials participate in the development of new procedures along with the planning section. Participation of this type is, on the whole: a. desirable; operating realities are more likely to be considered b. undesirable; the inclusion of conflicting views before the plan is drawn may result in no plan c. desirable; plans will be more flexible and objectives more clearly defined d. undesirable; the operating officials should decide to what extent they wish to participate with no pressure from the top

a. desirable; operating realities are more likely to be considered

The administrator best exemplifies leadership ability by: a. devoting the major portion of his time to supervising subordinates so as to stimulate continuous improvement b. formulating a time schedule covering routine duties so as to conserve time for proper performance of his professional duties c. delegating responsibility to subordinate officers so as to have time to plan division policies on a long-term basis d. setting aside time for self-development and study in order to improve administration

a. devoting the major portion of his time supervising subordinates so as to stimulate continuous improvement

Generally the best procedure for a supervisor to follow to get a planned heavy work load completed is to: a. explain the necessity and request the worker's cooperation b. prod the workers continuously to obtain maximum output c. request their immediate supervisor to give the workers a "pep" talk d. reduce the lunch period until the work is completed

a. explain the necessity and request the worker's compensation

If an administrator is able to admit failures, mistakes, or lack of knowledge, he or she usually: a. has a sense of security in his own competence b. has a lack of authority with subordinates c. is incompetent on the job d. has been pushed ahead too fast

a. has a sense of security in his own competence

All but one of the following are considered sound principles to follow in leading workers. The one which is not considered a sound principle is: a. ignoring petty grievances and allowing them to work themselves out b. instilling confidence and competition among subordinates c. creating a feeling of warmth between supervisor and subordinates d. taking prompt action on a decision once it is made

a. ignoring petty grievances and allowing them to work themselves out

When an employee's total work must be criticized, a supervisor can best improve the effect of the criticism by: a. mentioning the good points as well as the faults of the employee's work b. pointing out previous instances of similar errors in the employee's work c. holding the employee to a standard of perfection d. comparing the employee's work with the work of a superior officer

a. mentioning the good points as well as the faults of the employee's work

Assume that you are in charge of a unit with 40 employees. The department head requests immediate preparation of a special and rather complicated report which will take about a day to complete if everyone in your unit works on it. After breaking the job into simple components and assigning each component to an employee, should more than one person be instructed on the procedure to be followed on each component? a. no; the procedure would be a waste of time in this instance b. yes; it is always desirable to have a replacement available in the event of illness or any other emergency c. no; in general, as long as an employee's job performance is satisfactory, there is no need to train an alternate d. yes; the presence of more than one person in a unit who can perform a given task tends to prevent the formation of a bottleneck

a. no; the procedure would be a waste of time in this instance

One method an administrator may use to correctly evaluate the ability of his workers is to: a. observe their work on varied types of assignments b. find out what the workers think of each other's ability c. gauge their ability by the speed with which they work d. allow them to use their own methods of doing the work

a. observe their work on varied types of assignments

In a division of a department, private secretaries were assigned to members of the technical staff since each required a secretary who was familiar with his particular field and who could handle various routine matters without referring to anyone. Other members of the staff depended for their dictation and typing work upon a small pool consisting of two stenographers and two typists. Because of turnover and the difficulty of recruiting new stenographers and typists, the pool had to be discontinued. Of the following, the most satisfactory way to provide stenographic and typing service for the division is to: a. organize the private secretaries into a decentralized pool under the direction of a supervisor to whom non-technical staff members would send requests for stenographic and typing assistance b. organize the private secretaries into a central pool under the direction of a supervisor to whom all staff members

a. organize the private secretaries into a decentralized pool under the direction of a supervisor to whom non-technical staff members would send requests for stenographic and typing assistance

If one of your subordinates does not exceptionally fine piece of work, it would be usually be best to: a. praise him moderately so that he knows his efforts are appreciated b. say nothing so that he will not become conceited c. tell him that none of his co-workers could have done as fine a job as he did d. explain how the work could have been improved so that he will not become complacent

a. praise him moderately so that he knows his efforts are appreciated

As an administrator you find that a supervisor, in his reports to you, did not mention a series of thefts of department property occurring in his unit. Upon questioning, he tells you that he has a plan for dealing with the problem and that he intended to make a complete report when the problem was solved. Of the following, the best course for you to follow is to: a. reprimand him for omitting the situation from his reports b. commend him for his initiative in attempting to solve the problem c. explain the necessity for you to have complete reports on all major problems within your jurisdiction d. warn him that he will be held responsible if his plan doesn't succeed

a. reprimand him for omitting the situation from his reports

Suppose that as an administrator, you are considering the establishment of a central transcribing unit to contain the stenographers who have until now been assigned permanently to the various bureaus of the agency. The chief advantage of such a central unit as compared with the present arrangement would be that: a. stenographers can be shifted more readily from one assignments to another as the volume of work requires b. dictators could make changes more easily in material dictated to stenographers earlier in the day c. confidential work would be safeguarded more effectively d. closer working relationships would be established between dictators and the stenographers in the unit

a. stenographers can be shifted more readily from one assignments to another as the volume of work requires

Of the following, the most significant quality in relation to good supervision is: a. the ability of the supervisor honestly to treat subordinates as whole human beings, with all possible combinations of human strengths and weaknesses b. the ability to give and take commands without question c. an understanding that a department is a semi-military organization and that is must be conducted like the U.S. Army d. the ability of the supervisor to understand his or her own personal limitations

a. the ability of the supervisor honestly to treat subordinates as whole human beings, with all possible combinations of human strengths and weaknesses

Of the following factors, the one to which the administrator should give the greatest consideration in planning the training of a new employee is" a. the extent to which the new employee already possesses the skills and knowledge needed for satisfactory job performance b. whether the administrator is to do the training or delegate the task to a qualified supervisor c. the desirability of arranging a tour of the various units in the agency to reveal their inter-relationships d. the usefulness of visual aids, such as charts, film slides, and pictures as an aid in training

a. the extent to which the new employee already possesses the skills and knowledge needed for satisfactory job performance

Supervisors are required to submit written reports of all unusual occurrences promptly. The best reason for such promptness is that: a. the report will tend to be more accurate as to facts b. the employee will not be as likely to forget to make the report c. there is always a tendency to do a better job under pressure d. the report may be too long if made at an employee's convenience

a. the report will tend to be more accurate as to facts

From the viewpoint of an administrator, the chief value of authority is its use as a means of: a. unifying and coordinating actions b. determining who is responsible if things go wrong c. recognizing ability d. providing social prestige essential for accomplishment of objectives

a. unifying and coordinating actions

A supervisor who has good supervisory ability will have a group of subordinates who: a. will continue to function effectively even in his absence b. are certainly capable of performing work outside the scope of their titles c. will always have their work done in less than the allotted time d. will be constantly asking questions about their work

a. will continue to function effectively even in his absence

An administrator who pitches in and personally helps out with a rush job would: a. lose the respect of his workers b. be able to justify his action to his superiors c. soon find that his employees will expect him to do work on all jobs d. be justified in his action only if it is necessary to prove to his men he is capable

b. be able to justify his action to his superiors

The one of the following duties of a supervisor which you can most successfully turn over to an employee is that of: a. handling discipline of your crew b. checking completed work c. reporting to the chief administrator d. responsibility for the work of your department

b. checking completed work

A chief staff officer, serving as one of the immediate advisors to the department head, has demonstrated a special capacity for achieving internal agreements and for sound judgment. As a result he has been used more and more as a source of counsel and assistance by the department head. Other staff officers and line officials as well have discovered that it is wise for them to check with this colleague in advance on all problematical matters handed up to the department head. Developments such as this are: a. undesirable; they disrupt the normal lines for flow of work in an organization b. desirable; they allow an organization to make the most of its strength wherever such strength resides c. undesirable; they tend to undermine the authority of the department head and put it in the hands of a staff officer who does not have the responsibility d. desirable; they tend to resolve internal ambiguities in organization

b. desirable; they allow an organization to make the most of its strength wherever such strength resides

An administrator who does not have all the traits for good leadership should: a. change to some other type of work b. determine his or her faults and correct them c. overcome this deficiency by having very few dealings with his employees d. ask the workers for their opinion

b. determine his or her faults and correct them

Normally, operating personnel tend to resist and resent changes or innovation in existing procedures. To the supervisor, the most basic solution to this problem is to: a. hold the senior employee of each unit responsible for the proper execution of the procedure b. develop acceptance by providing information concerning the procedure prior to its establishment c. describe the steps in the procedure in terms that will arouse least resentment among subordinates d. have the procedure accompanied by an explicit order from higher authority

b. develop acceptance by providing information concerning the procedure prior to its establishment

The most productive aid to the administrator in discovering improvements in work procedures is to: a. allow the workers more time to think b. encourage ideas from his workers c. make frequent experimental changes in the procedure d. implement all suggestions which are submitted

b. encourage ideas from his workers

The one of the following qualities which makes an administrator respected by his employees is that he or she is: a. easy to confide in b. fair in all dealings c. easy to please d. of a good disposition

b. fair in all dealings

If a supervisor in the department asks his subordinates for suggestions to solve a particular problem they will usually: a. assume that the supervisor lacks sufficient knowledge to occupy his position b. feel that their suggestions make helpful contributions c. resent such a request on the grounds that the supervisor will always take credit for any helpful suggestions d. make no suggestions because the supervisor receives more salary, and should make all suggestions

b. feel that their suggestions make helpful contributions

Assume that you are in charge of a unit in which employees are frequently required to work in pairs on common tasks. Two of your subordinates frequently engage in heated disputes when they are assigned to work together on such tasks. Of the following actions you may take in handling this problem, the most desirable one for you to take first is to: a. inform staff, at a staff conference, that quarreling during office hours is not tolerated b. find out why they quarrel and take the necessary steps to settle the differences c. recommend that one of the employees be transferred to another unit d. warn them that both will be subject to immediate dismissal if further disputes arise between them

b. find out why they quarrel and take the necessary steps to settle the differences

An employee "called on the carpet" for poor performance tells his supervisor that his recent behavior has been due to a serious family problem. The supervisor suggests several social agencies which may be able to help him. The supervisor's action was: a. bad; the supervisor should not involve himself in the personal affairs of his subordinates b. good; personal problems frequently affect job performance c. good; the discussion with the supervisor will in itself tend to solve the problem d. bad; the employee may consider the supervisor responsible for the action of the social agencies

b. good; personal problems frequently affect job performance

Assume that you have an employee who is extremely efficient but who is continually complaining about the work assigned. You have noticed that the complaints have a bad effect on the other employees. It would usually be best to: a. have a talk with the other employees and ask them to overlook the faults because of efficiency b. have a confidential talk with the employee and try to effect a change of attitude c. ask to have the employee transferred d. give him additional work to do leaving no time to complain

b. have a confidential talk with the employee and try to effect a change of attitude

When an unusual emergency arises and it would take too long to contact a superior to check the method of handling the situation, the best procedure to follow is to: a. act according to your best judgment b. confer immediately with your men on the best action take and let the majority opinion prevail c. confer with any other supervisor d. make no decision because you have no precedents to follow

a. act according to your best judgment

As a supervisor, you may find it necessary to consult with your superior before taking action on some matters. Of the following, the action for which it is most important that you obtain the prior approval of your superior is one that involves: a. assuming additional functions for your unit b. rotating assignments among your staff members c. initiating regular meetings of your staff d. assigning certain members of your staff to work overtime on an emergency job

a. assuming additional functions for your unit

Among the problems that particularly confront a new supervisor in relation to his subordinates, the one which requires the exercise of the most unusual degree of skill and diplomacy is: a. changing established ideas b. teaching new employees c. calling attention to common errors d. setting an example

a. changing established ideas

Of the following, the least justifiable reason for the establishment of a central unit is that: a. confidential assignments can be more closely guarded b. the quantity of work done can be more easily measured c. the work can be more equally distributed d. supervisory costs can be decreased

a. confidential assignments can be more closely guarded