D073 Questions

The president of a company decides to divide the marketing department into a domestic and a foreign section so that customer needs are better met. 1. Structural change 2. Technological change 3. Cultural change

1. Structural change A change in a department, such as being divided into two separate departments, is a structural change for the organization.

The president of a company creates an assistant manager position for each team to help with the training of new recruits. 1. Structural change 2. Technological change 3. Cultural change

1. Structural change Adding a position to each team is a structural change for the organization.

A manager is experiencing unusually high turnover in the department. The manager's supervisor has explained the importance of retaining key employees, and the manager is grateful for this insight. During the conversation, the supervisor shows interest in what the manager is saying and checks to make sure that the information being provided is fully understood. Which type of listening skill is the supervisor using during this interaction? a. Active b. Process c. Passive d. Competitive

a. Active Active listening takes place when the receiver is interested in what the sender has to say and the receiver confirms the message is understood correctly.

An organization has developed a new product that it believes will be very popular during the coming holiday season and wants to make sure it sells as many units as possible.Which strategic operations decision should this organization make to meet this goal? a. Adding a second shift of workers to help meet customer demand b. Analyzing fixed and variable costs for each unit to be produced c. Establishing a quality control plan in the existing manufacturing plant d. Offering the product for a short period of time as a trial

a. Adding a second shift of workers to help meet customer demand

To ensure a productivity goal is met, a manager provides new computers and software updates for all employees in the company. Which aspect of a SMART goal is reflected by this manager's action? a. Attainable b. Strategic c. Time-bound d. Operational

a. Attainable When setting attainable SMART goals, it is important to make sure that the resources needed to accomplish a task are available to the employees.

Just prior to starting a team meeting, a manager received a report from HR that several employees had not completed their annual review self evaluations by the published deadline. This manager had already reminded the team members on three occasions to complete this task by the deadline and was therefore very frustrated. The manager started the team meeting with a fourth reminder to complete this task. In delivering this message, the manager's tone was stern, the rate of speaking was elevated, and arms were waving. Which aspect of the message was demonstrated through tone, rate of speaking, and arm waving? a. Auxiliary message b. Internal message c. Primary message d. Secondary message

a. Auxiliary message The auxiliary message is the manner in which a message is delivered.

A manager makes time during monthly staff meetings to talk about the company's vision. The manager's enthusiasm inspires staff to exceed their duties. Which leadership attribute is this manager displaying? a. Being an influencer b. Setting objectives c. Implementing plans d. Reducing risks

a. Being an influencer A leader influences the behavior of the team by enthusiastic inspiration.

The employees in a small manufacturing company vote to join a union. Which approach to change is being seen in this company? a. Bottom-up b. Immediate c. Top-down d. Incremental

a. Bottom-up

Sure Start needs to achieve success as it makes changes to its company structure. What is one thing Charlie and his leadership team need to do to meet this goal? a. Communicate effectively with all stakeholders b. Keep any negative information from employees c. Adopt change management methods used by competitors d. Set clear consequences of what happens if employees fail

a. Communicate effectively with all stakeholders Explain why the change is necessary, what the benefits are, and how changes will be implemented.

The chief operating officer (COO) of an organization understands how the various parts of the system are interdependent. The COO also recognizes how the smooth operation of the organization produces value for customers.Which type of leadership skill is being illustrated by this COO? a. Conceptual b. Problem-solving c. Technical d. Interpersonal

a. Conceptual

The school system decided to incorporate tablets in school for every student. 1. Structural change 2. Technological change 3. Cultural change

2. Technological change Providing a tablet for all students in their district is a technological change.

A soft drink company upgrades its conveyor system 1. Structural change 2. Technological change 3. Cultural change

2. Technological change Upgrading new or existing machinery is a technological change for the organization.

The manager initiates a new system that encourages employees to give positive shout-outs when they see their peers doing something for someone else. 1. Structural change 2. Technological change 3. Cultural change

3. Cultural change Any adjustments to the typical patterns of behaving within the organization would be a cultural change.

An organization's long-term strategy is to be the best provider of earth-friendly paper packaging products provider in its region, by ensuring 99.9% error-free production within 6 months. Match the elements from this statement to their appropriate terms. Specific 99.9% error-free production Earth-friendly Best provider of their product By the end of the coming year

99.9% error-free production A specific objective identifies what a company intends to achieve using qualitative and quantitative measures.

Match the definition to the type of listening being used in that instance. Active listening Passive listening Combative listening When someone is focused on what they have to say When some expresses interest in what the other person has to say When someone listens but does not verify that they have understood what has been told

Active listening: When some expresses interest in what the other person has to say When someone expresses interest in what the other person has to say Passive listening: When someone listens but does not verify that they have understood what has been told When someone listens but does not verify that they have understood what has been told Combative listening: When someone is focused on what they have to say When someone is focused on what they have to say

Match the supporting activity with its associated operational strategy. Corporate Allocate Resources Create economies of scale Specialize in one product or service Offer goods that are cost driven

Allocate Resources Allocation of resources involves determining how the company will divide its resources. A corporate strategy determines how a company will conduct its operations in order to satisfy its mission and vision.

An organization's long-term strategy is to be the best provider of earth-friendly paper packaging products provider in its region, by ensuring 99.9% error-free production within 6 months. Match the elements from this statement to their appropriate terms. Mission 99.9% error-free production Earth-friendly Best provider of their product By the end of the coming year

Best provider of their product A mission statement identifies how a company wants to be known by its stakeholders.

An organization's long-term strategy is to be the best provider of earth-friendly paper packaging products provider in its region, by ensuring 99.9% error-free production within 6 months. Match the elements from this statement to their appropriate terms. Time-bound 99.9% error-free production Earth-friendly Best provider of their product By the end of the coming year

By the end of the coming year A time-bound objective identifies the timeline for completion of the objective.

Match the supporting activity with its associated operational strategy. Core Competencies Allocate Resources Create economies of scale Specialize in one product or service Offer goods that are cost driven

Create economies of scale Companies create economies of scale when they produce at a volume that allows them to reduce their costs of producing each individual unit. A strategy based on core competencies emphasizes a company's competitive advantage and how its skills and capabilities differentiate it.

Match each descriptor to its correct component of a SMART goal. Time-constrained Deadline Quantifiable Resource availability Team Input

Deadline Deadlines help motivate work to meet target date(s). A SMART goal must have a well-defined deadline like a target date.

Communication of information can move in different directions. Match the direction that information can be communicated with the correct sender and receiver. Diagonal movement External movement Lateral movement Vertical movement A manager send information to an employee The CEO sends information to the public shareholders A sales employee sends information to an accounting manager The employee sends information to another employee

Diagonal movement: A sales employee sends information to an accounting manager Diagonal movement of information is between and among levels of the organization. External movement: The CEO sends information to the public shareholders External movement of information is communicated to those outside of the organization. Lateral movement: The employee sends information to another employee Lateral movement of information is between peers within the organization. Vertical movement: A manager send information to an employee Vertical movement of information can move upwards from the employee or downwards from top leadership.

An organization's long-term strategy is to be the best provider of earth-friendly paper packaging products provider in its region, by ensuring 99.9% error-free production within 6 months. Match the elements from this statement to their appropriate terms. Value Statement 99.9% error-free production Earth-friendly Best provider of their product By the end of the coming year

Earth-friendly A value statement identifies what the company values.

Which employees will have the most resistance to change? a. Employees who are extroverts b. Employees who are experts in their jobs c. Employees who will be getting more power d. Employees who can maintain their present habits

Employees that are experts in their jobs may resist change more as they do not know if they will be successful under the change

Match the measures to their appropriate Key Performance Indicators (KPIs) in a Strategy Map. Learning and Growth Infrastructure and Technology Resource Use Satisfaction and Loyalty Human Capital

Human Capital Learning and Growth KPIs measure effective utilization of non-financial resources.

Match the measures to their appropriate Key Performance Indicators (KPIs) in a Strategy Map. Internal Business Processes Infrastructure and Technology Resource Use Satisfaction and Loyalty Human Capital

Infrastructure and Technology Internal Business Processes KPIs measure how the company is meeting its mission.

Match each descriptor to its correct stage of the strategic management process. Strategic objectives and analysis Performance measurements Objectives and goals Strategic execution Internal Investigation

Internal Investigation During this first stage, organizations need to evaluate political, economic, social, technological, environmental, and legal factors that may affect an organization's strategy by performing an internal investigation typically using a SWOT analysis.

Match each descriptor to its correct stage of the strategic management process. Strategic formulation Strategic execution Internal Investigation Performance measurements Objectives and goals

Objectives and goals Based on the internal information obtained from the internal investigation, goals and objectives are formulated. Goals are broad, primary outcomes the organization is hoping to achieve. Objectives are measurable, quantitative statements a manager can use to evaluate an organization's, department's, or employees' progress toward meeting their goals.

Match the supporting activity with its associated operational strategy. Competitive Allocate Resources Create economies of scale Specialize in one product or service Offer goods that are cost driven

Offer goods that are cost driven Providing cost-driven goods means that a company is able to market products at a lower cost than their competitors. A competitive strategy establishes how a company wants to market its products to stand out from competitors.

Match each descriptor to its correct stage of the strategic management process. Strategic evaluation and control Performance measurements Strategic execution Objectives and goals Internal Investigation

Performance measurements Strategic evaluation and control is a crucial stage. Performance measurements (determined by the nature of the goal) will help determine if critical milestones are being met. Reexamining the goals or the measurement criteria to determine success may be necessary.

A new start up company is planning the initial phases of launching their business. Place the listed organizational processes in their right order in terms of management practices. Organizational values Organizational vision Organizational goals Organizational mission Process 3 Process 1 Process 2 Process 4

Process 1: Organizational vision The organizational vision is the over-arching, long-term view of what the company desires to be in the future. Process 2: Organizational mission The organizational mission is the purpose for which the organization exists. The vision should flow into the mission. Process 3: Organizational values Organizational values are a statement of the way the organization is expected to act and behave. It is a statement of the culture. Process 4: Organizational goals Goals are specific targets that are to be met to arrive at the mission of the organization.

Match each descriptor to its correct component of a SMART goal. Measurable Deadline Quantifiable Resource availability Team Input

Quantifiable A goal needs to be measurable in a very defined quantitative manner for it to be SMART. A SMART goal must be measurable or quantifiable in some manner.

Match the measures to their appropriate Key Performance Indicators (KPIs) in a Strategy Map. Financial Perspective Infrastructure and Technology Resource Use Satisfaction and Loyalty Human Capital

Resource Use Financial Perspective KPIs measure the company's return on investment.

Match each descriptor to its correct component of a SMART goal. Realistic Deadline Quantifiable Resource availability Team Input

Resource availability It is important that resources are available for the employees to meet the set goal. A SMART goal has to have appropriate resources for it to be realistic.

Match the measures to their appropriate Key Performance Indicators (KPIs) in a Strategy Map. Customers Infrastructure and Technology Resource Use Satisfaction and Loyalty Human Capital

Satisfaction and Loyalty Customers KPIs measure value creation. Customers utilize KPIs to either be a promoter or detractor of a company.

Match the supporting activity with its associated operational strategy. Customer-driven Allocate Resources Create economies of scale Specialize in one product or service Offer goods that are cost driven

Specialize in one product or service Companies that specialize in one product or service are known in the marketplace for their specific brands of goods. A customer-driven strategy focuses the company's operations on satisfying customers by providing value that is identifiable

A new startup company is identifying short-term and long-term goals to support its vision and mission. Place the essential steps for organizational goal-setting in their correct order. Identify objectives Develop mission statement Define performance measures Establish deadline Create strategic goals Step 2 Step 1 Step 5 Step 4 Step 3

Step 1: Develop mission statement A company's mission statement will establish the framework for goal-setting. Step 2: Create strategic goals Strategic goals are created in alignment with the company's vision and mission statements. Step 3: Identify objectives Objectives are identified to create the methods for achievement of strategic goals. Step 4: Define performance measures Performance measures are defined to determine the gap between goals and current outcomes. Step 5: Establish deadline A deadline is established to provide an end date for goal achievement.

What are the different phases of thinking, in order, according to the Kolb Learning Cycle? Step One Step Two Step Three Step Four Step Five Reflection Abstract conceptualization Experience New perspective Active experimentation

Step One: Experience Step One- This step requires involves the concrete events or conversations that happens to an individual. Step Two: Reflection Step Two- This step requires considering what happened or what was said during the experience. Step Three: Abstract conceptualization Step Three- This step requires considering what the experience means in one's world. Step Four: New perspective Step Four- This step is a result of considering how the experience fits into one's own world. Step Five: Active experimentation Step Five- This step is a result of developing a new perspective of the world.

Match each descriptor to its correct stage of the strategic management process. Strategic implementation Objectives and goals Internal Investigation Performance measurements Strategic execution

Strategic execution This is the stage when planning stops and action begins. Employees in the organization should be aware of their assignments, responsibilities, and authority. Management should provide any additional employee training necessary to meet the plan objectives during this stage, as well as allocate any necessary additional resources.

Match each descriptor to its correct component of a SMART goal. Attainable Deadline Quantifiable Resource availability Team Input

Team Input A goal is best attainable when the team or employees who are working on the goal have an input in setting it. A SMART goal must be achievable with stakeholders providing input in the decision process.

Match the interpersonal conflict management strategy with the correct description. Maintain a balanced power structure Use humor when appropriate Share commonly agreed upon goals Resolve issues without forcing consensus Creates a sense of fairness Talk over a problem and try to reach and agreement Allows people to distance themselves emotionally from conflict Strengthens the team by stressing their shared focuses

Use humor when appropriate: Allows people to distance themselves emotionally from conflict Using humor when appropriate decreases tension and allows people to emotionally distance themselves from the conflict. Maintain a balanced power structure: Creates a sense of fairness A balanced power structure, which has neither autocratic or weak leaders, can effectively manage conflict without becoming interpersonal. Share commonly agreed upon goals: Strengthens the team by stressing their shared focuses When there are common goals, shared interests are stressed as everyone works towards the one best solution. Resolve issues without forcing consensus: Talk over a problem and try to reach and agreement Research shows that most people are willing to accept outcomes that are not in their favor if they feel heard and feel the process was fair. However, if a consensus cannot be reached, the decision falls to the most senior leader after gathering input from all involved.

When the plans for producing the new rechargeable electric battery in Vietnam were announced, the first shift supervisor for shipping in North Carolina quickly jumped to the conclusion that all battery production was being sent to Vietnam and that the facility in North Carolina would close. What type of bias is being exhibited by this supervisor? a. Confirmation b. Self-serving c. Causality d. Framing

a. Confirmation The first-shift supervisor was manipulating the news to match the preconceived notion that anytime a company starts to produce in Asia that all production leaves the United States.

During which stage of project management are success factors identified? a. Considering constraints on time, money, and resources b. Defining the project and list all necessary tasks c. Estimating the resources needed d. Developing detailed implementation plans

a. Considering constraints on time, money, and resources All projects have risks that can affect success of the business. These are considered and documented at this step, step 4.

A manager is assisting a group of employees who have just undergone a major company change. The manager must now assess compliance with the new processes to determine if there are barriers to the change process. Which component should be monitored to assess this compliance? a. Control systems b. Compensation systems c. Organizational structures d. Power structures

a. Control systems The employee handbook outlines the control systems and is where behavioral expectations will be laid out. These control systems will outline the new processes and can be used to assess change compliance.

The success of a company stems from its ability to create strong economies of scale and use efficient operations. Which competitive operational strategy is this company employing? a. Cost leadership b. Market variation c. Speed to market d. Differentiation

a. Cost leadership Cost leadership succeeds when firms can keep costs low, run efficiently, sell in high volume, and create strong economies of scale.

An organization merges with another, forming a new organization. Members of a team composed of executives and managers from both organizations agree that the strategic goal of the new organization is to expand market share to 50% of its niche in five years. Which operational strategy should be used to achieve this target? a. Create a specific set of actions and metrics for implementation b. Revise the organization's mission statement to address the merger c. Feature the new organization's executives in an industry publication d. Devise a new internal slogan supporting the plan to improve morale

a. Create a specific set of actions and metrics for implementation Strategic operations decisions focus on identifying and measuring actions associated with a goal. This goal is to increase market share to 50% in five years. Creating a specific set of measurable tasks will engage employees in accomplishing that task.

What is the first step Rachel and the other managers should take to manage the company's human capital? a. Create a strategic talent resource plan b. Change the structure of the organization c. Determine how many employees to hire d. Develop a robust training program

a. Create a strategic talent resource plan A good strategic talent resource or human resource plan will align with the mission and vision of the overall company. It will also align with hiring policies, training, and development of employees.

During the budgeting process, Will determined that his group needed to develop a project to help increase productivity in the dyeing department. Rob has asked Will to put together a budget for this project. For Will to get buy in from Rob, which steps should he include in budgeting for the new project? a. Define the project, list all associated tasks, estimate time and costs, and list constraints and considerations b. List anything that could go wrong, hire new employees, determine time to complete, and find consultants c. Schedule meetings with stakeholders and board of directors, determine scope of project, list resources available, and create process flow chart d. Track return on investment, forecast sales volume, list changes in inventory, and calculate cash flow

a. Define the project, list all associated tasks, estimate time and costs, and list constraints and considerations These are the steps in project management that help to get stakeholder buy in on the budget for a project.

A manager is focused on how well employees work together as a unit. Which attribute of leadership is this manager exhibiting? a. Developing relationships b. Creating strategic direction c. Influencing change d. Specifying the bottom line

a. Developing relationships

Two nurses in an urgent care clinic disagree on the best way to obtain patients' answers to personal questions, and this disagreement has resulted in inconsistent data collection. One nurse is from a culture where it is important to avoid uncertainty, and the other nurse is from a culture that is more comfortable with trying new approaches. Which action should the leadership take to resolve this conflict? a. Encourage compromise of viewpoints b. Ignore the conflict c. Reassign one of the nurses d. Require new skills training

a. Encourage compromise of viewpoints Resolving this type of interpersonal conflict is best handled with compromise between the individuals involved. It is unlikely either nurse will be able to completely change their cultural views. They should be able to come up with a compromise position that takes both of their views into consideration.

A diverse group of employees representing every major functional area of the organization have been chosen to form a team to work on a transformational project. The team leader would like to minimize group conflict since the project has a very short time frame. Which strategy should be used to meet this goal? a. Engage team members by having a broad and honest discussion about important issues to build team cohesion during the first meeting b. Explain to the group the goals management is looking for and ask that they support that effort to benefit the stakeholders c. Choose a group leader who is capable of steering the team to a predetermined solution in order to save time d. Provide little information about the assignment during the first meeting to encourage creativity and encourage unanticipated solutions

a. Engage team members by having a broad and honest discussion about important issues to build team cohesion during the first meeting

A manager discusses with employees the company's long-term strategic-planning goal of reducing employee injuries by 50% over the next five years. Which operational strategy will management use to start monitoring goal achievement? a. Establishing baseline performance measures b. Analyzing competitor safety management strategies c. Surveying employees to ascertain safety priorities d. Identifying trends in the industry related to the goal

a. Establishing baseline performance measures To be actionable, goals must be measurable. Baseline performance data are critical when monitoring goal achievement.

A U.S. manufacturer has decided to develop a new product by contracting with Chinese engineers that are most experienced with the product category. Which factor in human capital planning would be important in this contracting? a. Exchange rates b. Competitor forecasts c. Interest rates d. Economic forecasts

a. Exchange rates

An organization is being investigated by the Securities Exchange and Commission (SEC) for reporting inaccurate statements and falsifying information to important investors. Due to this pending investigation, it is rumored that employees could encounter layoffs. The senior manager needs to effectively confirm or deny the rumor. Which communication channel should the manager use for this purpose? a. Face-to-face meeting b. Social media c. Text message d. Spreadsheet

a. Face-to-face meeting Face-to-face meetings with the management staff and employees is the best communication channel to address rumors about layoffs/downsizing.

What are the two major components of the master budget? a. Financial and operating budgets b. Capital expenditures and cash budgets c. Direct materials and overhead budgets d. Selling and administrative budgets

a. Financial and operating budgets The master budget is comprised of the operating budget and the financial budget.

An organization has developed plans to expand its reach by taking advantage of opportunities in foreign countries. The plan includes manufacturing its primary product in a specific country. Which operational strategy must be completed as part of this project? a. Finding a location for the production facility b. Revising the organization's mission and vision c. Determining if the country chosen recognizes the dollar d. Working with attorneys to secure intellectual property rights

a. Finding a location for the production facility Operational strategy decisions are related to the day-to-day operations of an organization and are focused on meeting customer demand. Examples of operational strategy decisions include finding a location, using production technology, hiring labor, and purchasing equipment. In this scenario, the organization needs to secure a production facility to expand into foreign markets.

Corporate leadership of a company informs the sales managers that they will need to adopt and use differentiation strategies to help improve operational performance at the beginning of the next fiscal year. Which action should the sales team take to meet this directive? a. Focus on strengthening the company's branding b. Liquidate existing inventory to create new sales opportunities c. Sell a large volume of goods at a low cost d. Target a segment of the market that is not being addressed

a. Focus on strengthening the company's branding Focusing on branding is a key element of the differentiation competitive strategy.

An advertising firm is tasked with developing a slogan for a new, healthier type of yogurt for a local business. The firm presents two slogans to the owner of the business. One slogan says, "This yogurt is healthier and contains only 10% fat" and one slogan says, "This yogurt is healthier and is 90% fat free". The owner chooses the second slogan. What form of bias is this exhibited by this owner? a. Framing bias b. Anchoring bias c. Intellectual short-cut d. First impression bias

a. Framing bias The owner was presented with one option that was presented two different ways. The owner chose the more appealing option based on how it is presented in the slogan.

A manager needs to announce employee rewards and new incentives and is considering the message, recipient, and channel options for sending this information. Which direction should the manager use to communicate this information? a. Horizontal b. Vertical c. Diagonal d. Straight

a. Horizontal Communicating horizontally means from sender to receiver.

The head of the information technology (IT) department gathers, collates, analyzes, and disseminates information on a new computer networking project. Which management role is being performed by the head of this department? a. Informational b. Decisional c. Interpersonal d. Liaison

a. Informational The informational role is to gather, collate, analyze, and disseminate information. Managers who are performing this role become information resource centers.

Which conflict resolution approach is the vice president asking the department managers to utilize to help manage their conflict? a. Integrating b. Mediating c. Distributing d. Avoiding

a. Integrating Integrative approaches will focus on the issue and not on the personalities involved. It asks that each party look at the conflict from the point of view of the other involved party.

The quality manager in a company that makes electrical components for airplanes noticed an increase in the number of defective parts. The manager distributed a letter to the line supervisors in all manufacturing sites outlining production changes that must be made to reduce defects. Within less than two weeks, the number of defective parts rose even higher due to the process changes. Which model of communication should the manager have used to prevent this problem? a. Interaction b. Transmission c. Transaction d. Interpersonal

a. Interaction In this model of communication, the initial sender provides mechanisms for the receivers to provide feedback to the sender. In this model, the sender and receivers switch roles with the supervisor feedback being given to the manager.

Which action is recommended for leading change effectively within an organization? a. Listening to what naysayers have to share b. Restricting the decision process to top management c. Avoiding deviation from the initial strategic plan d. Ignoring previous efforts to implement change

a. Listening to what naysayers have to share Listening to those who resist a proposed change may provide valuable insights into why it may not work and how to design it more effectively.

Which individual should work with Heather to start the budgeting process? a. Marney, sales manager b. Rob, the owner of the company c. Will, operations manager d. Rachel, human resources manager

a. Marney, sales manager The sales budget is the starting point for the operating budget.

A manager is planning long term to track revenue performance and return on investment for shareholders. Which component of the SMART goals has this manager captured in this goal? a. Measurable b. Specific c. Time-bound d. Realistic

a. Measurable

A restaurant owner makes the decision to switch from being a pizza franchise to selling gourmet meals featuring local produce in a farm-to-table restaurant. Which type of change is this owner planning? a. Transformational b. Incremental c. Cultural d. Competitive

a. Transformational

A company provides support for employees who are new graduates assuming their first business positions. This support includes assigning experienced managers to help guide the new graduates in their professional, personal, and interpersonal growth. The support also includes helping them integrate the business theories learned in school into actual practice. Which type of individual development is being provided to these employees? a. Mentoring b. Teamwork training c. Professional networking d. Orienting

a. Mentoring Mentoring is often a component of the employee training process. In this relationship, a more experienced or more knowledgeable person helps to guide a less experienced or less knowledgeable person.

Mike has been informed by senior management that they would like for him to learn how to manage the logistics side of the business. In an effort to accomplish this goal, Mike and the manager of the logistics department decide to use job swapping. What is the benefit of this form of training? a. Mike will be able to learn the functions while still being in the familiar environment of the company b. The company will be able to increase profit by reducing head-count c. Christine will be able to show senior management that job swapping is the best form of training d. The production department will be able to increase production with the new manager

a. Mike will be able to learn the functions while still being in the familiar environment of the company Job swapping helps motivate employees by allowing them to change roles and still be in the same company.

In preparing the production budget, Will looks at the number of times in the past two years that Second Life Flooring has had to re-dye rolls of carpet because the production group dyed it the wrong color. He has determined that they re-dye 20 rolls of carpet annually and that the error costs the company $8,000. He wants to make sure that the budget covers this issue. Should Will budget for the $8,000 additional costs? a. No, the re-dye cost is a sunk cost and can lead Will to make the wrong decision of allowing re-dyes instead of fixing the process to prevent incorrect dyeing. b. Yes, this will allow the company to achieve its financial goals by accessing the budgeted funds when errors occur that require carpet re-dyes. c. Yes, Will needs to make sure he can capture all costs that occur in the production process so that he will be covered when the actual costs are incurred. d. No, Will has analyzed the impact of errors on the production process and now he needs to focus on ways to recover the costs of the re-dye errors.

a. No, the re-dye cost is a sunk cost and can lead Will to make the wrong decision of allowing re-dyes instead of fixing the process to prevent incorrect dyeing. Sunk costs cannot be recovered and should not be included in budgeting. Instead, the production team, working with Will, should analyze why the re-dyes occur so frequently, and determine if there is a preventative measure that can be added to the production process to reduce the number of re-dyes. This would work towards reducing the sunk costs.

A manager is meeting with a new employee to discuss having a personal philosophy for work. Halfway through the conversation, the manager notices the employee is no longer smiling and has assumed a defensive posture. Which factor did the manager notice during this interaction? a. Nonverbal communication b. Environment c. Verbal communication d. Tone

a. Nonverbal communication

As part of its human capital planning process, a firm is conducting organizational forecasting. The firm decides to examine the variables that are demand based and will affect the forecast first. Which variable is being examined by the firm? a. Number of qualified workers in the firm b. Economic forecasts c. Level of available seasonal employees d. Industry growth rate

a. Number of qualified workers in the firm The existing number of qualified workers a firm has helps determine how many more are needed. This is a demand-based variable.

A company's CEO is discussing a succession management plan for key leadership positions. Which tactic should the company employ to support this plan? a. Offer managerial training and a roadmap to high-performing employees b. Offer team training to support cohesiveness among team members c. Provide technical training on company quality standards and policies d. Increase soft skills training in communication and relationship building

a. Offer managerial training and a roadmap to high-performing employees

A company manager realizes that the company is not growing as rapidly as expected. The manager knows that to be successful, employees must be motivated and willing to learn new approaches for their areas of responsibility. The manager decides to encourage individual and collaborative learning to improve employee performance and create paths for advancement. Which action will help the manager meet this goal? a. Offering incentives for earning certifications b. Giving raises to existing employees c. Hiring more employees to improve operations d. Asking employees to work more hours

a. Offering incentives for earning certifications

Which inherent costs do managers need to consider when choosing one strategic path over another? a. Opportunity b. Fixed c. Variable d. Sunk

a. Opportunity Opportunity costs must be considered to make this decision. All other costs are bundled in a true estimate of opportunity costs.

Workforce planning is a long-term process of planning and measuring results. What is one challenge that this creates for many organizations? a. Organizational goals are usually measured in shorter time frames. b. Management training must also adjust. c. Training strategies cannot be developed adequately. d. Payroll planning is difficult to adjustment.

a. Organizational goals are usually measured in shorter time frames. It can take several years to evaluate the success of workforce planning strategies, but organizations measure results in shorter time spans, such as weeks, months, and quarters.

Which factor impacts how individuals perceive change within an organization? a. Personality b. Benefits c. Work style d. Salary

a. Personality One's personality will impact the way change is viewed within an organization.

Charlie wants Sure Start to be an early market entrant in the electric car rechargeable battery market since it is new and no one is established as the industry leader. In which operational strategy category is Sure Start focusing their efforts? a. Producing products that focus on market position b. Creating a system to measure competitive priorities c. Maximizing the organization's core competencies d. Developing a well-integrated company

a. Producing products that focus on market position Sure Start is looking to take create valuable market position by being one of the first in the market.

A company leader chose to speak to employees at 4:30 p.m. on a Friday before a holiday weekend about an important organizational change. The setting, the company cafeteria, is comfortable and well known, and the delivery was flawless. Later, the leader realizes that most employees did not hear the information. Which factor affected the delivery of this message? a. Psychological noise b. Encoding c. Environmental setting d. Decoding

a. Psychological noise Psychological noise is when the thoughts of your audience are otherwise occupied, and this lack of attention impedes the delivery of a message from another source.

The manager of a department demonstrates exceptional financial performance. In departmental meetings, the manager listens to the feedback from the staff but fails to understand why members seem to disregard the importance of making a special effort to keep producing exemplary results. The manager wants to ensure the messages are understood to support the level of excellence achieved to date. Which strategy should be used by this manager while listening to the feedback from the staff to meet this goal? a. Read nonverbal cues b. Demonstrate executive function c. Explain your viewpoint d. Practice rehearsing

a. Read nonverbal cues

A manufacturer of baseball bats must determine the level of inventory necessary to make the bats. The bats require raw material of wood blocks. The manager wishes to have a certain number of blocks available in addition to just-in-time inventory. What is an advantage of using this strategy? a. Ready for demand spikes b. Less inventory to manage c. Reduced waste and cost d. Efficient supply chain

a. Ready for demand spikes The extra just-in-case inventory allows the organization to prepare for demand spikes.

A manager is responsible for controlling and overseeing a small company. Which management attribute is needed to undertake this set of responsibilities? a. Resource allocator b. Visionary c. Changemaker d. Risk-taker

a. Resource allocator This management attribute would help with the overseeing of a small company by managing the flow of resources in a situation in which error should be minimal.

A legal assistant, supporting multiple partners in a law firm, is asked by one of the partners to respond to a customer inquiry, but is unable to do so because of a tight project deadline for another partner in the firm. Now there is tension, resulting in several conflicts over work assignments. What is the origin of this conflict? a. Resource scarcity b. Role incompatibility c. Structural issues d. Value differences

a. Resource scarcity The attorney's office appears to have a scarcity of resources as the assistant is expected to complete work assignments from more than one boss. This causes conflict as the assistant must prioritize the work without clear direction from leadership.

Which term describes employees' efforts to emulate the behavior of leaders seeking to affect change within organizations? a. Role modeling b. Internal equity c. Impression management d. Power distance

a. Role modeling Role modeling is the process by which employees modify their own beliefs and behaviors to reflect those of the leader managing change processes.

A technology company trains businesses to use web-based solutions to track customer product decisions. Which aspect of operations will this technology improve? a. Sales forecasting accuracy b. Cash flow management c. Inventory management d. Receivables collections

a. Sales forecasting accuracy Tracking customer product decisions will provide a method to estimate future sales. This is the function of sales forecasting. Sales forecasting supports the budgeting process by identifying expected inventory needs.

A manager wishes to help some employees grow by showing them strategies to manage their own careers. What is the first step the manager should encourage the employees to take? a. Set career goals b. Seek career guidance from people outside the organization c. Ask management to be placed on a higher pay scale d. Identify training courses

a. Set career goals

A manager is requested to help whenever there is a breakdown in a firm's production line. Which primary skills does this manager need to apply when such breakdowns occur? a. Technical skills b. Communication skills c. Delegation skills d. Conceptual skills

a. Technical skills Having knowledge and expertise in specific area(s) and the ability to apply that knowledge composes a manager's technical skills.

A real estate office is upgrading the way data are stored on the servers. Instead of keeping data locally, the company will purchase cloud storage space, which will allow agents access to data in the field. Which type of change is being proposed? a. Technology b. Culture c. Structure d. Policies

a. Technology

The senior management team has decided that for Sure Start to be successful in changing the organizational culture, they need to follow the principle that people are inclined to embrace change when they are respected and have intrinsic worth, agency, and capability. What is an outcome of this approach? a. The employees will be seen as partners in change management. b. The employees may be seen as objects that need to be controlled. c. The leaders will work harder to achieve employee buy-in. d. The leaders may be seen as more authoritative.

a. The employees will be seen as partners in change management. When employees sense a company values them, especially as individuals, they are embrace change much more easily.

A regional bank manager is working towards opening a new branch and is working with the corporate human resources (HR) manager to determine labor needs. The HR manager already has a list of qualified employees in the area that could be reassigned to the new branch once it opens.Which piece of information will the HR manager need to calculate demand? a. The number of employees needed b. The number of part-time employees available c. The number of full-time employees available d. The number of full-time shifts needed

a. The number of employees needed Since the HR manager already has a list of available employees that may be reassigned to the branch, the HR manager now needs the number of employees needed for the new branch.

A branch manager for a large bank wants to be promoted. The promotion requires the completion of a professional development training program. That process usually takes two years from start to finish. Despite the typical timeline, the manager believes that with hard work, the program can be completed in one year.Which component of a SMART goal is being established by this belief? a. Time-bound b. Specific c. Measurable d. Aligned

a. Time-bound One component of a SMART goal is providing a time-bound statement. Time-bound statements have a clear deadline. This manager's plan to complete the two-year goal in one year gives a time constraint to the goal and establishes an end date to complete the professional development plan.

An organization is modifying its structure to be more agile and responsive to the changing needs of its customers. The organization is ready to implement the change and is now listing the variables it may encounter during the actual change process. Which barrier must this organization face at this point in the process? a. Underestimating scale and scope b. Disconnecting from the mission c. Top-down decision-making d. Changes in the economy

a. Underestimating scale and scope

An urgent care center has changed from being open eight hours on the weekend to 24-hour coverage. The care center is struggling to find employees to cover the additional shifts. Which step should leadership take at this point to overcome this type of barrier in the change process? a. Understand the root cause of resistance b. Hire staff willing to adapt to the schedule c. Engage a human resource consultant d. Revise tactics to meet strategic objectives

a. Understand the root cause of resistance Employee resistance should not be ignored as it can undermine the change effort, even if only a small number of staff are resistant. Before taking any action, the root cause of the resistance should be understood to determine the best actions.

A company manufactures sensors that are used in hybrid automobiles. Due to an anticipated increase in demand of its products over the next 12-18 months, the firm is looking to hire more employees to fulfill this demand. The manager wants to ensure successful hiring as part of the human capital budgeting process. Which action should the hiring manager take to meet this goal? a. Use firm core values to guide the hiring process b. Perform regression analysis of previous hiring budgets c. Benchmark the number of firm hires to the industry d. Rely on governmental quotas to meet diversity goals

a. Use firm core values to guide the hiring process Using firm core values can help the hiring process by finding high-quality people who share the same values as the firm. This creates strong alignment in achieving organizational goals.

In which situation should a team use the distributive approach to conflict management? a. When the participants are willing to give in on low-stakes issues b. When a third neutral party is involved in helping teams find common ground c. When the team's focus is on the issue and working toward a common goal d. When contentious disagreements are avoided by all the team members

a. When the participants are willing to give in on low-stakes issues This is the situation in which the distributive approach to conflict management works.

A large global manufacturing company transitioned from classroom education for workers to web-based training. This change saved the company costs associated with the traditional training sessions. Which factor enabled the company to achieve these costs savings? a. Workers get training on demand at any location. b. Subject area specialists are more involved. c. Company trainers share job-specific information. d. Education materials can be mass produced.

a. Workers get training on demand at any location. Training on demand means workers can learn whenever they have the time and not necessarily during normal working hours. This flexibility reduces costs for the company. Plus, the company no longer has to pay for worker travel to onsite classroom training sessions.

A school supply company is planning its back-to-school campaign and wants to mass market promotions to others about the new merchandise and sales. Which communication channel should this company use to be as thorough and cost-effective as possible? a. Written b. Oral c. Door-to-door d. Text message

a. Written Written communication allows individuals to craft detailed and effective messages and is more cost-effective than in-person communication channels.

An individual working in a university admissions office complained to the supervisor about one of the long-time employees not doing their share of the work. The supervisor investigated the situation and found no productivity or work-related problems. What type of conflict does this situation represent? a. Leadership b. Affective c. Value d. Constructive

b. Affective This is a people-focused conflict that involves basic differences in perception or negative past experiences. For example, in this scenario the individual reporting problems with the long-time employee may have a grudge from some past dispute and merely wants to get settle a score. In this situation the manager should work to uncover the root cause of the conflict before attempting to resolve it.

A manager has a laid-back personality that employees enjoy and has many strong relationships within the organization. Which Big Five trait is ranked high in this manager? a. Neuroticism b. Agreeableness c. Openness d. Conscientiousness

b. Agreeableness

An employee works in the marketing department at an education center and is speaking with a coworker about upcoming events on the calendar. The employee is listening to the coworker's ideas and wants to respond in a way that indicates she is using active listening skills. How should this employee respond? a. Talk about the next event on the calendar b. Ask questions to clarify the message c. Indicate that the message was heard by nodding d. Discuss potential events that can be added to the calendar

b. Ask questions to clarify the message Asking questions for clarification shows high interest in what the speaker has to say.

Which guideline is necessary to follow when writing a precise job description? a. Provide information on the associated salary and benefits b. Be specific about the qualifications and experience required c. Include trends for related positions d. Include general terminology regarding roles and responsibilities

b. Be specific about the qualifications and experience required This is a primary guideline for writing a precise job description.

An organization is seeing lower productivity because of ongoing issues between frontline employees. Management wants to make a change to the culture and wants to engage employees in the process. Which objective will achieve this form of engagement? a. Higher profits b. Increased trust and cooperation c. Higher employee turnover d. Improved customer relations

b. Increased trust and cooperation

Executive team members in a computer chip company have differing opinions on subjects ranging from solving quality control problems to changing supply sources. This type of conflict is encouraged as long as the interaction does not disrupt teamwork. Why does the company permit this situation to occur? a. Fewer process changes b. Better management decisions c. Improved leadership skills d. Less work force turnover

b. Better management decisions Constructive conflict, such as that demonstrated in the scenario, benefits the company in many ways. By considering a wide range of opinions, the company's leaders are more likely to research and pick the best possible ideas for implementation.

A company has replaced a dated software product with a new software solution that has been documented by other companies as a means to improve productivity. Employee training on the new software consists of a four-hour virtual training module from the vendor. In the first six months following implementation of this product, the managers become concerned because productivity has diminished significantly and client complaints have increased. Which action should the managers take to manage the situation? a. Conduct a client focus group to assess satisfaction b. Capture employee experiences with the new software c. Revert back to the original software product d. Create a performance management plan for employees

b. Capture employee experiences with the new software Employee training is critical at targeting gaps that exist in current skill level and the level required to perform the job satisfactorily. When implementing a new process, care must be taken to ensure that employees have the knowledge and skills to perform at the requested level.

A company is concerned that its employees have different vision, attitudes, and expectations. Some employees want the organization to focus on innovative products while others want it to focus on developing stronger brand recognition. Management needs to find a solution that will have all employees focusing on the same corporate goal. Which solution will meet this goal? a. Removing resistant employees b. Changing the culture c. Researching the topic d. Creating a sense of urgency

b. Changing the culture Changing the culture is necessary if a company wants to have all employees focused on the same corporate goal.

Which component of the communication process is involved when an individual chooses whether to write, speak, text, or broadcast a message? a. Source b. Channel c. Context d. Receiver

b. Channel The channel or medium deals with the method of communicating a message from sender to receiver.

Which strategy should a manager use to mitigate a conflict? a. Comprehension b. Collaboration c. Control d. Compliance

b. Collaboration Collaboration means that by working together, the parties can manage the process and find a solution.

During a weekly staff meeting, the manager of the loading department complains that his department is not being staffed as well as the unloading department and this is the cause of their struggles. This elicits a response from the unloading department manager that he has the same staffing needs but has been able to get more from his employees. Which of the five basic conflict management strategies is the load manager demonstrating by this response? a. Accommodating b. Competing c. Collaborating d. Avoiding

b. Competing Competing is where the behavior of an individual is high in assertiveness and low in cooperation.

Which external force motivates a fast food restaurant chain to initiate a change project? a. Food service employees reach out to the local union for organizing information b. Competitor adds healthy menu items that will attract customers c. State worker compensation rates decline due to fewer accidents d. The Board of Directors conducts a nationwide search for a new president

b. Competitor adds healthy menu items that will attract customers When a competitor adds a new product that could take customers away from the fast food restaurant, this outside force would initiate a change project.

New customer relationship management software was deployed in a company. The implementation did not go well, resulting in many frustrated employees and angry customers. Senior management asked the IT department to conduct a town hall meeting with employees to rebuild trust and communication between IT and the users of the software. The IT team answered questions about what went wrong and what was being done about it. However, their initial presentation at the start of the meeting created more questions and confusion because the presentation was too technical for most users. What did the IT team who put the presentation together fail to do? a. Solicit user questions in advance b. Consider the meaning of technical terms to their audience c. Prepare an effective presentation slide deck d. Use the correct message tone for this frustrated audience

b. Consider the meaning of technical terms to their audience The IT team did not consider that their audience might assign different or even no meaning to technical terms relevant to the situation.

Which aspect of project management requires identifying limits or risks to the project? a. Plans b. Constraints c. Definition d. Estimation

b. Constraints Project constraints explain what limits or risks are associated with the project. For example, an economic downturn could result in customers spending less on a company's product, which presents a risk to a company that is investing in producing a new product.

Because of its expansion into new parts of the world and entrance into the rechargeable electric car battery market, Sure Start's organizational culture will change. Sure Start needs to help employees understand and align with the values and direction of the evolving company. What is one way Sure Start can meet this goal? a. Allow the employees a few days off to process the news of all the changes b. Create a sense of urgency by explaining to the employees why change is important c. Show the employees the financial results that could be achieved by the change d. Increase employee pay to offset any worries that the staff may experience due to change

b. Create a sense of urgency by explaining to the employees why change is important In successful culture change efforts, leaders communicate with employees and present a case for cultural change.

What is a benefit of knowing and understanding how to leverage employee strengths? a. Leads to knowledge of which employees are high achievers b. Creates a competitive advantage c. Reduces turnover d. Leads to knowledge of which employees are a reliable asset

b. Creates a competitive advantage

Two department managers are disputing. What type of conflict is being demonstrated by the mangers in this staff meeting? a. Intragroup b. Intergroup c. Intrapersonal d. Interpersonal

b. Intergroup Intergroup conflict is the result of conflict between two different departments within a company. In this scenario, the conflict is between the unloading department and the loading department.

A change professional has been asked to help prepare an organization to implement a new electronic production system to replace the current, inefficient system. The organization has finished the preparation for the project and is beginning the actual change process. Which strategy should be used to reduce potential resistance and barriers at this stage of this process? a. Providing a severance package to displaced workers and assisting with job searches b. Creating a history of success that demonstrates how the change effort is expected to progress c. Requiring employees to attend mandatory diversity and inclusion training d. Identifying potential naysayers and encouraging them to leave the organization prior to implementation

b. Creating a history of success that demonstrates how the change effort is expected to progress Communicating a history of small successes over time demonstrates to employees that the planned change is likely to succeed given the history of successes within the organization.

Which element of project management requires budgeting for customer choices? a. Inventory requirements b. Customization costs c. Implementation initiative d. Production timeline

b. Customization costs Determining the cost of product customization is important to establish. Identifying the costs associated with each customization option is important in budgeting for customer choices.

An organization is considering a broad new initiative to change its existing culture into one that delivers high performance. The leader of the change process would like to assess the need for change and determine factors that would help reduce potential resistance. Which process should this leader use to meet this objective? a. Considering the downsides of the change should it fail b. Determining the scope, level, and intentionality of the change c. Considering using six sigma techniques to reduce change barriers d. Determining how change will affect personal and coworker practice

b. Determining the scope, level, and intentionality of the change When considering how to assess the need for change in an organization, these three dimensions should be the main consideration to drive potential strategies.

Which component of the communication process involves an individual choosing specific words or phrases to convey intended meaning? a. Context b. Encoding c. Decoding d. Channel

b. Encoding

Executive leadership for a corporation knows that a pending takeover is approaching. The members want to keep this information private until the last moment because there are a number of layoffs expected once the company changes leadership. Therefore, leadership has communicated forecasting information but has avoided the issue of the buyout. Which factor is influencing this communication strategy used by leadership? a. Perception checking b. External filtering c. Conscious reflection d. Selecting

b. External filtering

Why should a manager regularly compare budgeted revenues and expenses with actual operational performance? a. To create contingency plans b. For control purposes c. To analyze environmental factors d. For financial prediction purposes

b. For control purposes Regular monitoring of budgeted versus actual performance allows managers to control operations so budgets can be corrected if necessary.

Executives at a manufacturing company have started a change initiative focused on retooling the production process to be more efficient. Which group will resist this change due to possible job loss? a. Assembly trainers b. Frontline workers c. Executive team d. Sales force

b. Frontline workers Frontline workers may be concerned about job losses. Involving them in understanding the need for change will reduce staff morale problems. It will also prevent workers from undermining the change process.

Christine discovers that the company does not have a formal performance appraisal process to support individual employee development and suggests using the most common approach. Which system is Christine suggesting the company use? a. Objective production b. Graphic rating scale c. Employee-comparison d. Behavioral checklists

b. Graphic rating scale The most commonly used performance evaluation system is the graphic rating scale. This scale is useful because employees can quickly see their expected and realized performance values.

A company has decided to reconfigure its office layout and consolidate the employees' workstations onto one floor instead of three. An employee voices concern about the move and how it will affect access to a copy machine, an essential piece of equipment for the person's job. Which barrier to change is this employee displaying? a. Role confusion b. Habit disruption c. Task conflict d. Influence insecurity

b. Habit disruption People resist change due to the way it can disrupt their work habits. In this instance, the individual voices concern about how not being able to access the copier as easily will impact his/her daily work.

What is the purpose of reflective thinking? a. Helps get more control over perception and communication processes b. Helps better understand personal perspective c. Helps better understand others viewpoints d. Helps construct meaning from watching others

b. Helps better understand personal perspective Reflective thinking is when ones thinks about past and present experiences and what they have learned and feel about them. This helps a person better understand why they think the way they do and is the purpose of reflective thinking.

As Sure Start works to establish their offices in Germany and Vietnam, its managers will be doing so in cultures that they are not familiar with and will be hiring local employees to fill the positions. According to Robert Katz, which managerial attribute will support expansion into these new markets? a. Long-term vision b. Human relation skills c. Technical skills d. Conceptual understanding

b. Human relation skills These are the interpersonal skills managers use to accomplish goals.

An employee in a tutoring service is upset with the boss for scheduling a session on a date that the employee requested be held open for a family event. The manager was aware of the need to avoid that date, so the employee asks for a meeting to discuss the situation. Where should the meeting be held? a. In any work area immediately available so the issue is handled rapidly b. In a quiet offsite location where it is possible to speak privately c. In the manager's office where it is possible to speak privately d. In a busy restaurant that has music and entertainment

b. In a quiet offsite location where it is possible to speak privately The coffeehouse will provide a neutral setting and also a place to discuss the matter.

An employee in a large hospital's information technology (IT) department is shy and struggles looking other employees in the eye while communicating. Why is it important for the employee to overcome this challenge? a. It signals that a person has something to say. b. It builds trust during interactions. c. It helps a team's emotional intelligence. d. It signifies power.

b. It builds trust during interactions.

The manager of a hospital business office has been asked to increase the collection percentage of patient bills and the new process has been fully researched. While the process is legal, it may not be compatible with the organization's values. One employee is against the change because of this conflict. Why is the employee's resistance important? a. It shows that the employee can improve at a rapid rate. b. It can provide valuable feedback. c. It indicates that the organization's values need to be modified. d. It may encourage the employee to enroll in training.

b. It can provide valuable feedback.

A company has hired a new employee to oversee regional operations, and the hiring manager asks the department to complete the new hire process and provide a checklist for onboarding the new employee. The department is resistant because the new employee is very experienced and requires little training, but the manager insists on following the typical process.Why is the manager insisting on this activity? a. It supports equal opportunity within the company. b. It complies with established organizational policies. c. It keeps the company compliant with the Fair Labor Standards Act. d. It prevents legal challenges if the employee is terminated.

b. It complies with established organizational policies. Studies show that if employees know from the start what the expectations are, they tend to perform better. Likewise, if employees learn the values and beliefs of the organization from the beginning, there is a higher chance of a successful tenure at the company. An orientation and a checklist for onboarding provides documentation that performance expectations and key company policies have been reviewed.

Which action should an effective leader take to resolve conflict within a team setting? a. Discipline the involved parties b. Keep the parties involved from taking sides c. Defer addressing the issue to a later time d. Select the outcome for the parties involved

b. Keep the parties involved from taking sides When team members take sides against one another, it leads to an escalation in conflict. Effective leaders will prevent this from happening by outlawing triangulation.

The manager of the production department in a graphics company is in conflict with the manager of the sales department over production goals, and the problem is affecting the company. A general manager learns that the conflict has been going on for some time and was never fully addressed by the previous administration.Why was this issue avoided by previous administrators, according to Liddle? a. Too small of an issue b. Lack of courage c. Lack of authority d. Too many conflicts

b. Lack of courage A lack of courage is one of the common reasons that managers do not address conflict. The other common reasons are a lack of confidence or a lack of training and support.

Sure Start's mission is "to be the preferred mass producer of rechargeable batteries for electric cars" in the industry. Its vision is: "At Sure Start, we know it is important you know your car will start every time. That is why we are dedicated to producing quality batteries that work every time you start your car." Which statement accurately illustrates how Sure Start should use their goals to support this mission and vision? a. Long-term goals are only necessary if Sure Start decides to go in a different direction than the mission and vision. b. Long-term goals will help Sure Start define where it intends to be in 3-5 years, while short-term goals will help focus on what needs to be accomplished within one year, in support of its mission. c. Short-term goals that are set annually will only matter to investors that Sure Start may use in the future to fund expansion programs. d. Short-term goals are not necessary for Sure Start to develop each year if its long-term goals follow the SMART goal guideline of being specific, measurable, achievable, realistic, and time constrained.

b. Long-term goals will help Sure Start define where it intends to be in 3-5 years, while short-term goals will help focus on what needs to be accomplished within one year, in support of its mission. Long-term goals help with strategic strategies while short-term goals guide operational management.

To finance operations, a company routinely borrows from a local bank at the best possible terms. Which budgetary activity does this action reflect? a. Process improvement b. Managing cash flow c. Forecasting revenue d. Reducing overhead costs

b. Managing cash flow Borrowing capital at the best possible terms is one of the objectives of cash flow management.

Sure Start is beginning the process of setting up offices in Asia and Europe. Because the senior management team is from the United States and there are concerns about expansion into new markets, Charlie Wicker wants all employees to understand the purpose of the change and how to manage its implementation. Which objectives should Sure Start communicate to make this information clear? a. Increase return on investment, redefine company culture, and improve manufacturing capabilities b. Maximize organizational benefit, minimize impacts on workers, and avoid distractions c. Establish new ways of doing business, decentralize the organization, and improve customer relations d. Define the need to improve, implement Six Sigma, and increase market share

b. Maximize organizational benefit, minimize impacts on workers, and avoid distractions Communicating this message to the employees would help them understand the purpose of this change management process.

An organization that has specified quality as part of its vision has set a yearly goal of maintaining 80% error-free production. At the end of year one, the organization achieved only 65%. Which stage of project management is the organization in currently? a. Establishing timeline b. Measuring performance c. Developing strategy d. Determining objective

b. Measuring performance The organization has measured its performance and has fallen short of its 80% error-free production goal by 15%. Measuring performance allows the organization to determine its gap between goals and current performance in order to make improvements.

A manager continually gathers data regarding the organization's competition and the general business environment. Which management attribute is this individual displaying? a. Influencer b. Monitor c. Negotiator d. Figurehead

b. Monitor Managers continually scan the environment for information. This type of fact-finding is specifically mentioned in this scenario.

A manager is asked to initiate activities that will support environmental scanning. Which activity should be used by this manager for this purpose? a. Setting the advertising budget b. Monitoring competitors c. Implementing a new program d. Reviewing production

b. Monitoring competitors

A business owner began to computerize the organization's operations and has encouraged members of the staff to see the change as an opportunity for professional development. Which leadership attribute is this business owner exhibiting? a. Focusing on short-term goals b. Motivating employees c. Eyeing the horizon d. Reducing risks

b. Motivating employees Taking time to encourage ones' workers and giving them the freedom to make decisions are leadership attributes of motivation and empowerment.

Christine has assigned the most senior production employee to work with a group of new employees to help them learn the basic tasks of the job. The senior production employee watches the new employees for a short time to ensure that they perform technical production correctly, and then the senior production employee discontinues working with the new employees. Which training approach is being used for these employees? a. Job shadowing b. On-the-job coaching c. Employee mentoring d. Brown bag lunches

b. On-the-job coaching This method of training uses someone with experience to show an employee how to do the tasks of the job for a short time.

Which element of the Big Five Model positively influences a person's desire to embrace change within an organization? a. Extraversion b. Openness c. Agreeableness d. Conscientiousness

b. Openness Openness to new experience is related to a person's ability to accept and embrace change.

An information technology (IT) department technician met with production line supervisors to share information about an upgrade in the automated system, which will make product changeovers easier. The technician stated, "The PLCs will transmit electronic signals, and the nonvolatile ROM will contain instructions." After the meeting, the supervisors were still not clear about how the automated system will work after the upgrade. Which communication mistake did this technician make? a. Failing to prepare b. Overusing jargon c. Using euphemisms d. Lacking credibility

b. Overusing jargon The IT technician used terminology unique to the IT profession. The information should have been shared in language the supervisors could understand.

What should Rachel do prior to searching for potential employees to hire the right person for this job? a. Determine how many to hire b. Perform a job analysis c. Write job descriptions d. Create an on-boarding process

b. Perform a job analysis Job analysis is collecting data about what each job entails through interviews of current employees in the position.

The manager for a corporate marketing department first tells employees that they will be able to work from home one or two days a week. The manager changes the policy again a day later and again a week later. The marketing staff is confused by the conflicting information and begins to resent the manager. Which barrier to change is this company experiencing? a. Misalignment between the change and the mission of the organization b. Poor transformational leadership skills to guide change c. Fear that the culture of the organization may change d. Lack of infrastructure or training to support the change

b. Poor transformational leadership skills to guide change

A manager is working on department production goals set by a director and needs to illustrate how planning will be used in the next project. Which action illustrates this component? a. Appointing a new production manager b. Projecting the number of units that will be sold c. Forming a committee to interview potential employees d. Determining if the project was profitable this month

b. Projecting the number of units that will be sold This is part of planning and is used to project the outcome of the activity.

Which action should a firm take to support employees' development and future success? a. Hire new human resources directors frequently b. Provide specific feedback to employees on their work performance c. Team employees together to improve performance d. Support a quota system for advancement into executive management

b. Provide specific feedback to employees on their work performance Performance evaluation is an essential element of successful human resource development (HRD) programs.

What is the purpose of using Lean techniques in change management? a. Analyze need for improvements b. Reduce process inefficiencies c. Create transformational change d. Align operations with the mission

b. Reduce process inefficiencies A Lean project is intended to make small process changes such as reducing waste and inefficiencies. It is not a project involving a large scope of change in the organization.

A manager of a manufacturing unit is meeting with an employee who has been late for work on several occasions. The manager is thinking about what to say to the employee in response, while that person is giving reasons for the behavior. Which behavior is being exhibited by this manager? a. Power listening b. Rehearsing c. Active listening d. Deflecting

b. Rehearsing

A manager is responsible for controlling and overseeing a small company. Which management attribute is needed to undertake this set of responsibilities? a. Risk-taker b. Resource allocator c. Changemaker d. Visionary

b. Resource allocator

"During a weekly staff meeting, the manager of the loading department complains that his department is not being staffed as well as the unloading department, and this is the cause of their struggles. This elicits a response from the unloading department manager that he has the same staffing needs but has been able to get more from his employees. The real issue in the loading department is employee absenteeism." What is causing the conflict between these two departments? a. Role incompatibility b. Resource scarcity c. Informational deficiencies d. Personal conflict

b. Resource scarcity The two managers are both having to do more work with limited employees.

Which component must be developed when creating an operating budget for the upcoming fiscal year? a. Financial assets b. Sales plan c. Owner's equity d. Cash flow

b. Sales plan The sales plan is a projection of the expected number of items that will be sold during the upcoming year.

Marney budgeted advertising expenses to increase beyond what was spent in the previous year. She believes that if she increases spending by 20%, she will be able to increase sales by 5%. She has not done any research to arrive at this decision but believes strongly that it is the correct way to proceed. Which statement is correct about this approach? a. She is the sales manager and knows the market best. b. She is making an assumption without any proof. c. She is ensuring that the company meets its financial goals. d. She is understating the incremental sales increase.

b. She is making an assumption without any proof. Assuming something is true without proof will lead to inaccurate decisions.

A fast food chain restaurant seeks to open three more locations in a geographic territory within a one-year time frame. Which type of goal is being used for this expansion? a. Long-term b. Short-term c. Ultra long-term d. Immediate-term

b. Short-term Short-term goals are operational issues a firm seeks to address within a one-year period.

An employee receives feedback from a supervisor with detailed methods for improving performance. Which SMART goal component did the supervisor use during this interaction? a. Measurable b. Specific c. Realistic d. Time-bound

b. Specific One component of a SMART goal is providing a specific statement. Specific statements answer the questions: who, what, where, when, which, and why. This supervisor provided specific and detailed methods for improving performance.

A new chief executive officer (CEO) plans to implement significant reorganization throughout the company. Several departments will be combined and a few vice presidents will be moved into other positions. Which type of change is this CEO planning? a. Technology b. Structural c. Policy d. Cultural

b. Structural

Sure Start is expanding into Asia and Europe and undertaking a new partnering strategy. What type of change is Sure Start undergoing? a. Developmental b. Structural c. Technological d. Cultural

b. Structural Structural change targets the changes in the relationships of Sure Start Batteries. It includes reorganizing, adjusting job roles, and revising assignments in the company.

A team leader realizes that conflict is developing between several members of the team despite the fact that the group just began meeting a few days before. The primary issue stems from unclear and inefficient organizational policies. What type of conflict should be managed by the team leader? a. Informational deficiencies b. Structural conflict c. Interpersonal conflict d. Role incompatibility

b. Structural conflict

A manager works in a department in a small clinical laboratory that consists of seven technologists and one person who operates the front desk. The manager has determined a need to change how patients are scheduled in order to improve on-time appointments. What is a reason the front desk person might oppose such a move? a. It will modify the organization structure. b. The change may create more work. c. It may foster collaboration between departments. d. The organization's vision statement will need to be revised.

b. The change may create more work. A fear of an increased workload may lead to resistance to change.

The manager in an advertising firm meets with her team, one of whom is a non-native English speaker. In the meeting, the manager said to the team with a calm voice, "The ideas were not approved by the client, so we need to go back to the drawing board." Why might this statement be confusing to the employee who is a non-native English speaker? a. The manager raised her voice to the team in her statement. b. The manager used an idiom in her statement. c. The manager used unnecessary jargon in her statement. d. The manager talked down to the team in her statement.

b. The manager used an idiom in her statement. Idioms are based on cultural knowledge and it is best to not use them with non-native English speakers.

Heather has determined that she needs to involve the other managers of Second Life Flooring in the budget process. She decides to review the importance of budgets during the first meeting and provides a list of the reasons why budgets are essential to the company. Which reason should be included on this list? a. They allow customers to see that the company will be in business for a long time, and they can be confident that they will be able to get the products they order. b. They help the managers to know what the expectations are for the upcoming year and will guide them in making decisions that will help them achieve the financial goals of the company. c. They will help the managers know how much their bonus will be at the end of the year so they can plan on how they wish to spend their bonus. d. They allow investors to see how well the company has done over the last 5 years so they can decide whether or not to invest in the company.

b. They help the managers to know what the expectations are for the upcoming year and will guide them in making decisions that will help them achieve the financial goals of the company. A good budget will show what is anticipated for sales, operations, and forces all levels of management to think ahead in order to achieve company goals.

A wine bar is changing the compensation method for its wait staff from tip-based to hourly. The employees are skeptical, but they will comply with the change. Which employee action will result from this response? a. They will actively resist the change. b. They will follow the proposed change. c. They will show enthusiasm for the change. d. They will oppose any other change.

b. They will follow the proposed change. The employees are complying with the change so they are following or accepting the proposed change.

What is a variable cost for an electronic-watch maker? a. Routine quality testing equipment for watches b. Time of a technician to assemble the watch c. New accounting system software to track watch sales d. Insurance on the watch assembly line equipment

b. Time of a technician to assemble the watch This would be a direct variable cost.

What component of SMART goals supports success for an individual who is focused on practicing 20,000 hours and understands that this goal will require 40 hours of work a week for 10 years? a. Realistic b. Time-based c. Specific d. Attainable

b. Time-based

A marketing team sets a goal to increase its product market share by 10%. Which other component of a SMART goal should the team include? a. Measurable b. Time-bound c. Specificity d. Acceptability

b. Time-bound The goal needs a defined deadline for it to be achieved.

What is the purpose behind comparing actual revenue and expenses to expected revenue and expenses? a. To engage stakeholders b. To identify performance variations c. To measure inventory turnover d. To comply with organizational goals

b. To identify performance variations

A production manager of a company that makes baseballs specifically for young athletes has recently hired several new employees for the assembly line. Four of the new employees are from another country and have limited English language skills. Which technique should be used when communicating with these four new employees? a. Disregard body language to be respectful to their culture b. Use simple words and pronounce them carefully c. Speak loudly and with emphasis to help them understand d. Model jargon words that are used with other employees

b. Use simple words and pronounce them carefully Simple words that are carefully pronounced may lead to better understanding.

How will Seth's use of videoconferencing improve communication with his staff? a. Videoconferencing allows better encoding and decoding of messages. b. Videoconferencing facilitates verbal communication and provides immediate feedback. c. Videoconferencing promotes the exchange of factual information that can be verified. d. Videoconferencing works best for communicating complicated messages.

b. Videoconferencing facilitates verbal communication and provides immediate feedback. By using videoconferencing, Seth is able to get immediate feedback verbally and non-verbally (body language), which contributes to contextually rich communication.

A speaker at a training workshop on a new accounts payable computer system notices several people in the audience occasionally nodding their heads and smiling. The speaker presumes this means the participants understand what is being said. Which type of feedback is this speaker receiving? a. Auditory b. Visual c. Psychological d. Interactive

b. Visual Visual feedback, sometimes called visual cues, provide the sender of the communication with nonverbal feedback. The sender must interpret what the cues actually mean, which can sometimes be difficult.

What action is taking place when asking customers questions about their problems and goals and then incorporating that information into follow up questions and discussion? a. Review past communication history b. Recording information c. Active listening d. Passive listening

c. Active listening Active listening techniques work well with customers to help them feel their business is valued and the relationship is important.

Two people own and operate a family business but have historically failed to share a common vision for the company. One individual wants to expand the business into other areas, while the other wants to focus on improving customer service. The business has suffered due to this ongoing conflict. Which action should the owners take to resolve this conflict? a. Focus on individual owners' needs and prioritize them b. Identify which owner was responsible for past problems c. Address the issue and agree on how to move forward d. Hire attorneys to represent each owner's legal interests

c. Address the issue and agree on how to move forward Addressing the issue would be in the best interest of the business because it would help the owners adopt a positive approach to the problem.

Chief marketing officer (CMO), Cynthia Troutman, is setting SMART goals for developing the new marketing brand for Sure Start. One of the goals involves increasing new customers for the rechargeable electric batteries. Which SMART goal should be used to obtain this result? a. Increase the number of new customers who have heard of Sure Start's rechargeable electric battery through advertising and promotion b. Advertise in magazines in all of the countries where Sure Start wants to attract new automotive customers and offer discounts c. By the end of the calendar year, buy placement in the top auto industry print publications in U.S., German, and Chinese markets d. Send out emails to the top auto manufacturers worldwide to promote the new electric battery product line as an eco-friendly choice

c. By the end of the calendar year, buy placement in the top auto industry print publications in U.S., German, and Chinese markets It is clear, measurable, time bound, and motivating.

Which conflict management style is expected when an individual averages high on both dimensions of the Thomas-Kilmann Index (TKI)? a. Accommodation b. Competition c. Collaboration d. Avoidance

c. Collaboration Collaboration is the result of rating high in both assertiveness and cooperativeness.

Which conflict management style ranks high in assertiveness and cooperation? a. Avoiding b. Competing c. Collaborative d. Accommodating

c. Collaborative The collaborative strategy is high in assertiveness and high in cooperation. In this strategy, both the individuals and the teams win the conflict.

An organization has established a long-term strategic planning goal of increasing revenues over the next five years. Which operational strategy supports measurement of goal achievement? a. Analyzing revenues over the past ten years to serve as a baseline b. Discussing the realistic nature of the goal with staff based upon past performance c. Communicating the percentage of revenue increase expected each year d. Identifying the expected timeline for achievement of the goal

c. Communicating the percentage of revenue increase expected each year

The chief operating officer (COO) of an organization understands how the various parts of the system are interdependent. The COO also recognizes how the smooth operation of the organization produces value for customers. Which type of leadership skill is being illustrated by this COO? a. Problem-solving b. Interpersonal c. Conceptual d. Technical

c. Conceptual Conceptual skills include the ability to view the organization as a whole, understand how the various parts are interdependent, and understand how it produces value for customers.

What is the foundation of the recruitment and selection process when planning for the human capital needs of an organization? a. Completing a job review b. Designing a job description c. Conducting a job analysis d. Reviewing a job description

c. Conducting a job analysis The foundation of the recruitment and selection process is completing a job analysis.

The chief operating officer (COO) for a technology company has slowly hired employees with the same vision of innovation, and this has resulted in a forward-thinking business culture. The COO anticipates threats in the market and is working to develop a company that is agile and able to quickly respond to competitor threats and market opportunities. Which leadership style is being used by this COO? a. Panacea b. Anti-change c. Continuous d. Rational

c. Continuous

An organization's upper management states that every manager and employee must uphold cultural expectations. What type of culture is being embraced by this organization? a. Market b. Building c. Corporate d. Adhocracy

c. Corporate Corporate culture refers to attitudes, beliefs, and shared values of members of an organization. Culture is embedded in the corporation's strategies, structure, and goals.

An organization has decided to use economies of scale to gain a competitive advantage. Which competitive strategy is this organization using? a. Mark segmentation b. Customer driven c. Cost leadership d. Differentiation strategy

c. Cost leadership Gaining economies of scale allows an organization to create operational efficiencies and cost reduction through an increased production volume. This competitive strategy is focused on achieving higher profits through lower costs that create a competitive advantage.

Which leadership attribute does Charlie Wicker demonstrate during the expansions being undertaken by Sure Start? a. Enacts the direction b. Manages the process c. Creates a vision d. Eyes bottom line

c. Creates a vision A vision describes where a company wants to be in the future. Charlie wants Sure Start to enter into the rechargeable battery market.

A manager is working with an employee on a career development program and decides to use SMART goals as part of that process. How will using this approach help the program succeed? a. An increase in job satisfaction in the employee's current position within the organization b. Improving the chance that the employee will get a strong performance review c. Creating transparency as to whether the goals of the program have been met d. Better performance for employees in the current work dynamic

c. Creating transparency as to whether the goals of the program have been met Using SMART goals makes it easier for both the employee and manager to determine if the goals of the program and chosen initiatives have been fulfilled.

The manager for a large manufacturer has started planning next year's budget. Having an adequate number of welders will be crucial to meeting department goals, so the type of budget chosen must include wages to ensure the needed level of staffing is addressed. Which type of budget should be used to ensure this item is included? a. Capital expenditures b. Selling and administrative c. Direct labor d. Direct materials

c. Direct labor

Two coworkers have been working on a project for several days and very long hours. There have been several challenges along the way causing tension and conflict between the coworkers. There were disagreements about how to solve the problem and this made the more challenging to complete. What process would help both to learn from the situation for future challenges? a. Seek professional development training b. Send an email to the other person c. Engage in reflective thinking d. Report the other person to their manager

c. Engage in reflective thinking The process of reflective thinking helps individuals think about situations and events, what was done, how they feel about the situation, and what has been learned.

What is a function of leadership? a. Maintaining order and stability b. Executing strategic plans c. Establishing vision and mission d. Focusing on processes

c. Establishing vision and mission Establishing vision and mission is a function of leadership. Leadership focuses on setting direction for a company and establishing vision and mission is the most significant way in which this occurs.

A customer service manager for a major department store has been employed for 35 years and has witnessed many changes. Most changes have resulted in a staff reduction. The store has just announced more changes, and the manager is worried that some staff will have to be let go and others will be so overworked, they will leave on their own. These concerns are shared with management. Even though the manager is assured that all employees are safe, the individual is still anticipating a poor outcome. Which internal factor of perception is causing the manager to arrive at this conclusion? a. Personality b. Novelty c. Experience d. Motivation

c. Experience

Sure Start management wants to use non-management employees to be champions for a pending organizational redesign. They want these employees to influence the staff at large to understand the importance of the company change. Which Big Five personality trait must these champions for change demonstrate to a high degree? a. Openness b. Neuroticism c. Extraversion d. Conscientiousness

c. Extraversion A high degree of extraversion is seen in an energetic, assertive, talkative individual who is optimistic when addressing others. Management wants employees that have the personality of extraversion.

What is an element that Rachel should include as part of her hiring practice? a. Use employment service companies to screen candidates b. Select candidates who are willing to start within two days c. Hire candidates who will be with the company long term d. Choose candidates who want to work flexible hours

c. Hire candidates who will be with the company long term Hiring candidates that want to be with the company long term can lead to a stable workforce.

A hardworking, dependable employee is struggling to perform a particular job. What is the first step a manager should take before assigning this employee to another job? a. Refer the employee to human resources for an evaluation b. Contact the employee's union representative for suggestions c. Identify the employee's strengths and weaknesses d. Provide the employee with training and a mentor

c. Identify the employee's strengths and weaknesses A great manager understands an employee's strengths and weakness before determining the best approach to help a struggling employee.

The VP understands that the managers will not be able to resolve their conflict during the staff meeting, so the VP invites the two managers to dinner the following evening at a restaurant of their choosing to further discuss the situation. How is the VP mitigating this conflict situation? a. Clarifying perceptions b. Parting on good terms c. Identifying a neutral meeting location d. Achieving individual and shared needs

c. Identifying a neutral meeting location The VP is moving the discussion to a more neutral location, which is an important step in mitigating a conflict situation.

A company established a long-term strategic-planning goal to expand operations to international markets. The managers are now tasked with developing the strategic objectives to meet this goal. Which customer-driven operational strategy will support this task? a. Creating economies of scale in international markets b. Determining return on investment for expansion c. Identifying the market position with the expansion d. Decentralizing decision-making for international markets

c. Identifying the market position with the expansion Defining market position is a customer-driven operational strategy. The market position is the customer's perception of a brand or product in relation to its competition.

Which report shows the change in the company's financial performance over a stated period of time? a. Balance sheet b. Revenue projection c. Income statement d. Sales budget

c. Income statement The income statement shows the change in the financial status of an organization over a specified period.

A new chief executive officer (CEO) notices that the company has promoted from within to the point that most of the employees have been in the organization from the start. In an effort to move towards product innovation, the CEO tells the human resource (HR) manager to make an effort to hire from outside the company for all new positions. How will this affect the company? a. Decreased production issues b. Decreased hiring costs c. Increased diversity of ideas d. Increased retention rates

c. Increased diversity of ideas

Which short-term goal addresses a strategic operations decision to meet increased customer demand? a. Securing third-party contractors to evaluate business b. Decreasing production costs per unit manufactured c. Increasing production output by hiring more labor d. Identifying production processes to measure quality

c. Increasing production output by hiring more labor

The director of human resources is talking with a manager about harassment claims made by some employees. The manager leans forward, points a finger at the director, and makes accusations of bias and bullying.The director explains that the claims are vague at this point and confidentiality will be maintained while more facts are gathered. The manager expresses relief that punitive actions will not automatically be taken. Which model of communication is being used in this situation? a. Transaction b. Transmission c. Interaction d. Intrapersonal

c. Interaction

A vice president (VP) for a large marketing firm has been dealing with complaints coming from both the advertising and the production departments. This has been an ongoing issue and is mostly associated with budgetary items. Each department is complaining that the other is receiving more resources. What type of workplace conflict is occurring in this marketing firm? a. Intrapersonal b. Intragroup c. Intergroup d. Interpersonal

c. Intergroup

A manager with a building construction company hears that the building permits submitted to the city's works department for approval have been delayed. The manager offers to speak with the city's works department head, who is a member of the manager's church. Which Mintzberg's managerial role is this manager fulfilling? a. Decision maker b. Changemaker c. Interpersonal relationships d. Setting objectives

c. Interpersonal relationships Managers form alliances, friendships, and personal relationships with many others. In this case, the manager is playing the role of liaison between the company and the city.

A department manager notices that one of the employees seems to be taking a lot of sick days lately and has been having difficulty getting work done. The manager contacts the employee to offer assistance and learns that a significant amount of anxiety is occurring, and the problem stems from issues at home rather than work. What kind of workplace conflict does this describe? a. Intergroup b. Interpersonal c. Intrapersonal d. Intragroup

c. Intrapersonal This kind of conflict occurs within the individual. This is a physiological and psychological kind of conflict that involves thoughts, emotions, desires, values, and principles. This kind of conflict may not be outwardly evident.

A marketing director and financial officer in a retail firm disagree about the direction of the next sales campaign. The financial officer is concerned about the costs of the campaign. Instead of responding with specifics, the marketing director counters with blanket statements such as "you always..." and "you never..." when discussing the situation. What type of cognitive bias is being exhibited by the marketing director? a. Anchoring bias b. First impression bias c. Irrational stubbornness d. Overconfidence

c. Irrational stubbornness The marketing director is exhibiting irrational stubbornness by sticking to the original plan without listening to the opinions of others. The conflict was increased by the marketing director's statements.

What is a benefit to firms hiring externally as compared to internally when using the human capital planning process? a. The employees can be trained faster. b. The employees have a lower level of risk. c. It increases organizational diversity. d. It is less expensive.

c. It increases organizational diversity. External hiring can increase organizational diversity and provide a mechanism to add new ideas and perspectives to the organization.

Leadership at an IT manufacturing company decides to outsource future production to decrease labor costs. The production team immediately goes on strike to demonstrate opposition to this decision. As a result, production stops. Which barrier to change does this represent? a. Technology b. Supplier c. Labor d. Customer

c. Labor People process barriers occur when people disagree with process changes and stand in the way of making a change. In this scenario, the production team has decided to go on strike and disrupt production to demonstrate its opposition to the outsourcing. This is a labor process barrier.

Charlie and his senior management team hire interpreters to attend meetings with prospective partners. Which communication barrier to change is the company working to overcome? a. Cultural b. Time zone c. Language d. Technological

c. Language The various languages involved the new partnership could introduce a communication barrier to the process.

A thriving organization is trying to encourage their managers to use their leadership attributes rather than their managerial attributes to engage employees. Which statement accurately describes this goal? a. Leaders have the full backing of the organization's board of directors. b. Leaders are able to handle the day-to-day operations of the organization. c. Leaders do not necessarily need to be in a position of power to be successful. d. Leaders possess innate qualities from birth that many do not possess.

c. Leaders do not necessarily need to be in a position of power to be successful. The power level is separate from a successful outcome. Many leaders are successful and yield little power.

A manager of a family medicine practice is working on the schedule in anticipation of the upcoming flu season. From the previous year's schedule, the manager has solid data to forecast the need for this year and has already drawn up a schedule with an estimate of how many full-time employees will be needed to cover the time period. The manager also has a list of qualified employees who can cover those shifts.What data does the manager need to calculate to ensure employees are available to meet the demand? a. List of calendar holidays b. List of patients that had the flu shot last year c. List of planned vacation days d. List of patients that had the flu last year

c. List of planned vacation days

Over the course of the next three to five years, a firm looks to grow revenue by 10%, expand into two new geographic markets, and launch two new projects that are currently in the research and development stage. Which business component is being addressed by this firm? a. Short-term goals b. Vision statements c. Long-term goals d. Grand strategies

c. Long-term goals Long-term goals are mission-supporting activities that a firm seeks to accomplish within a three-to-five-year time frame.

A professional was hired by an organization to administer the many intricate details involved in the operation of the business. Which role is being fulfilled by this professional? a. Consultant b. Leader c. Manager d. Entrepreneur

c. Manager A manager administers the intricate details involved in the operations of a business. Managers perform the operations function in a business and typically do not establish direction for the business. This is the role described in this scenario.

Who is responsible to ensure that each department and division identify current deficiencies and methods for improvement? a. Chief Marketing Officer, Cynthia Troutman, by discovering how those deficiencies will undermine the new marketing strategy. b. Suppliers, by providing feedback about their experiences with Sure Start Batteries. c. Managers of individual departments, by working with each department's employees. d. CEO, Charlie Wicker, by identifying the best ways to implement his new research division.

c. Managers of individual departments, by working with each department's employees. This is a role of managers, to understand the challenges within their departments and to propose improvement methods.

A manufacturer of solar panels hires a new chief executive officer (CEO) who has experience researching and developing diesel engines for small cars. The CEO starts a new initiative. Almost immediately, the employees begin complaining about the new initiative and petition the board of directors to fire the CEO. Which barrier to change is this manufacturer experiencing? a. Dislike of organizational leadership b. Lack of infrastructure or training c. Misalignment to the organizational mission d. Poor transformational leadership skills

c. Misalignment to the organizational mission

A manager is asked to initiate activities that will support environmental scanning. Which activity should be used by this manager for this purpose? a. Reviewing production b. Setting the advertising budget c. Monitoring competitors d. Implementing a new program

c. Monitoring competitors The competitive marketplace should be monitored as part of environmental scanning.

An organization undergoes a major change to improve customer engagement. To support the change, management would like to modify the current reward system to a team-based structure that will help sales employees focus on the new goal. Which change should be made to this system? a. Improve the health benefits program b. Create individual-based incentives c. Move to a straight salary program d. Increase 401K contribution match

c. Move to a straight salary program

What is a characteristic of interpersonal communication? a. Includes three to eight people b. Involves messages that exist in an individual's mind c. Occurs between two people engaged in conversation d. Happens when an individual addresses a large audience

c. Occurs between two people engaged in conversation Interpersonal communication exists between two people and focuses on the relationship interactions.

What type of learning opportunities do people who are motivated by power need according to McClelland's theory? a. Ones that foster creating collaborative working relationships b. Those that foster an equitable division of responsibilities within a department c. Ones that increase their level of influence within the organization d. Those that provide opportunities to innovate in the workplace

c. Ones that increase their level of influence within the organization Individuals who are motivated by power seek out high levels of influence as well and control over their environment.

An employee for manufacturing company believes the opinions of the production team are never taken into consideration when a new product is created. This feeling causes the employee to dread when production begins on new products because it always changes how the job is done.Which Big Five personality trait is low for this employee? a. Agreeableness b. Conscientiousness c. Openness d. Extraversion

c. Openness Openness is the tendency to want to try new things. A person who scores low in openness would not be open to the experience of doing something new.

A company undergoes a major change and seeks to reduce barriers to that change. Management ensures that the new culture of the organization is deeply ingrained by sharing stories, providing ongoing professional development, and making everyone feel appreciated. Which form of culture was used? a. Adhocracy b. Market c. Organizational d. Hierarchical

c. Organizational

A company decides to separate employees based on their expertise to better utilize workforce skill sets. Which aspect of the company is being modified by this action? a. Power structure b. Database management c. Organizational structure d. Company culture

c. Organizational structure

A hotel manager is recording guest preferences to improve the guest experience and plans to communicate the preferences to regional leadership. Which element of perception is this manager using to prepare for communications with the regional leadership? a. Interpreting b. Reflecting c. Organizing d. Selecting

c. Organizing

Which function is a manager performing when developing the department's annual budget? a. Planning b. Negotiating c. Organizing d. Controlling

c. Organizing When developing the department's annual budget, the manager is matching resources to the plan developed to achieve the goals of the organization.

An accounts payable clerk is listening to a supervisor explain a new process that must be used in the future. The clerk hears and understands what the supervisor is saying but does not say anything in response. Which type of listening is the clerk using during this interaction? a. Process b. Competitive c. Passive d. Active

c. Passive

A manager is great at persuading staff members to undertake tasks they feel are beyond their particular skill set. Which five fundamental management functions help this manager achieve this result? a. Planning, orbiting, leaning, directing, and contradicting b. Performing, orchestrating, learning, reflecting, and comparing c. Planning, organizing, leading, coordinating, and controlling d. Performing, observing, labeling, categorizing, and coordinating

c. Planning, organizing, leading, coordinating, and controlling Planning, organizing, leading, and controlling are considered the four main functions of managers.

When employees receive training on making dental equipment, they are taught the quality standards for each product they will be involved in manufacturing. What is a purpose of this training? a. Provide needed job skills b. Encourage teamwork on the production line c. Reduce production costs by eliminating waste d. Create job opportunities

c. Reduce production costs by eliminating waste When employees are trained in the quality standards for the product they are producing, they can prevent items from not meeting standards or detecting and eliminating items not meeting standards. This reduces overall production costs.

A production manager has been given the responsibility to prepare the manufacturing employees for a change to different raw materials for making their products. This will require training on how to handle the new materials. Temporarily, this change will slow down production, increase labor costs, and likely increase material waste until the team is fully trained and skilled with the new materials. This manager has not taken time to discuss these issues with the materials procurement team nor with the shipping and sales teams. This manager is exhibiting which hurdle to change? a. Not listening to bottom up feedback b. Not aligning to organizational goals c. Reinforcing departmental silos d. Personal low morale

c. Reinforcing departmental silos By not considering the impact of the change in manufacturing on other departments, there will be increased resistance to this change in the organization.

A company is making a major change to the manufacturing process of glassware and is adding custom engraving to several of the products. Workers are concerned that productivity will drop when the new step is added and that error rates during the engraving process will be high. The owner understands the issues associated with making a top-down change and is committed to helping the employees understand the reasoning behind the decision. Which employee issue is associated with this change direction? a. Weakness in managing emergent processes for production b. Discomfort with experimentation to determine best practice c. Reluctance to move away from an established routine d. Inability to work together to construct the needed change

c. Reluctance to move away from an established routine Top-down decisions move employees out of their comfort zone, and the direction of the decision may leave them to feel like they have no control about the matter. This will need to be addressed by the owner.

A company wants to change its culture so employees are more creative through an open and more accommodating environment. Which component of culture does this represent? a. Control systems b. Symbols and logos c. Rituals and routines d. Paradigm

c. Rituals and routines

A telephone call center has hired three new employees. The new hires must undergo three days of orientation before beginning work. What is the center's purpose for this three-day period? a. Help expand personal skill sets b. Improve productivity on the job c. Set expectations for the job d. Give time to practice job duties

c. Set expectations for the job During employee orientation, the company sets expectations for new hires, which include expected work habits and adherence to the culture and values.

A painting department supervisor needs to improve the efficiency in the department and knows that a successful outcome may result in a promotion to department manager. Two unique projects are designed to reach this goal.The first project is a minor change to spray can placement that is a quick fix and unlikely to be noticed by anyone not working in the department. The other project is a major change to the workstations that will take two months to complete and should result in favorable senior management approval. The supervisor decides to focus on the major project.Which external factor of perception did the supervisor use when choosing a project? a. Personality b. Repetition c. Size d. Experience

c. Size Size is an external perceptual factor that if something is large enough, it will be noticed. In this scenario, the project manager wants to be noticed for making a change.

A manager and board members of an organization want to increase website traffic by 20%. Which aspect of SMART goal planning does this represent? a. Realistic b. Attainable c. Specific d. Time-bound

c. Specific

A senior manager's work involves both management and leadership roles. The focus is on creating specific, long-term goals for the future direction of the company. Which leadership attribute is being asked of this manager? a. Decision maker b. Resource allocator c. Strategic visionary d. Influence maker

c. Strategic visionary This is a macro-level leadership attribute that focuses on the long-term range.

The chief operating officer (COO) for a large manufacturing firm wants to implement a number of business process reengineering procedures in an effort to reduce manufacturing time.Which component must this COO communicate to leadership at this stage? a. Outcome b. Mission c. Strategy d. Timeline

c. Strategy

After months of working on an important organizational assignment, one member of a team has been judged to be "lazy" by the others, and the group asks to have that person removed from the team. The manager knows the individual in question has experienced some serious, ongoing family issues and has been struggling to keep up with expectations. Which strategy should be used to manage this group conflict? a. Develop a new structure for the group to conduct its business to offset the problem with the one team member b. Allow the employee in question to remain on the team officially but at a reduced level of involvement c. Talk with the team about fundamental attribution errors to explain how perceptions may not always be accurate d. Discuss with the team the process to follow to find a replacement for the employee in question

c. Talk with the team about fundamental attribution errors to explain how perceptions may not always be accurate Without giving confidential information, talk with the team about some of the difficulties that the individual is dealing with.

After Rachel hires new employees, they are offered professional development programs. What is the benefit of offering this type of program? a. The administration will no longer need to offer bonuses for productivity goals. b. The improved performance will increase employee loyalty to the company. c. The skills learned will help the company meet its goals. d. The employees will become more marketable to other companies.

c. The skills learned will help the company meet its goals. Training and development strategies will keep employees skills and knowledge up to date, and they can be rewarding for employees

Why are the North Carolina manufacturing employees resisting these company changes? a. They worry about having enough time to take the new required training. b. They will have to learn to speak German in order to communicate with their peers in Germany. c. They feel uncertain about what the changes will mean for the future of their jobs. d. They are concerned that the company will assign new job responsibilities that exceed their skill levels.

c. They feel uncertain about what the changes will mean for the future of their jobs. This is a feeling of uncertainty that directly affects them.

Why is it important that Sure Start managers set SMART goals during this period of growth and uncertainty? a. They will help the company identify strategic plans that are focused, measurable, and well-defined to help them through this period of growth. b. It will help ensure that Sure Start will be profitable in the years to come. c. They will help the managers identify goals that are focused, measurable, and well-defined to accomplish the vision of the company. d. It will help reassure the employees in North Carolina that they have a future with the company.

c. They will help the managers identify goals that are focused, measurable, and well-defined to accomplish the vision of the company. SMART goals are specific, measurable, achievable, realistic, and time constrained. They are not open ended goals.

Based on the culture of this company, how will senior management approach training for the production employees? a. They will provide coaching on a weekly basis. b. They would be hands off and let the employees make a personal decision about training. c. They will oversee the professional growth of the employees. d. They would concentrate on the production employees who demonstrate a desire to learn.

c. They will oversee the professional growth of the employees. As a stakeholder in the investment of the production employees, senior management will invest in a top-down approach.

A hospital administrator is tasked with improving the hospital's rating in the next 12 months. Which SMART goal attribute is identified? a. Realistic b. Specific c. Time-bound d. Measurable

c. Time-bound

A manager sets a company-wide goal of completely eliminating the company's dependence on fossil fuels for production within the next two years. Which aspect of SMART goal planning does this represent? a. Attainable b. Measurable c. Time-bound d. Realistic

c. Time-bound

Why is it important for Seth to be an active listener in these weekly meetings? a. To ensure that relationships with employees are positive b. To guarantee that no one will oppose his views in future meetings c. To demonstrate interest and concern in what the employees have to say d. To make sure that employees are demonstrating active listening in return

c. To demonstrate interest and concern in what the employees have to say Being an active listener shows the conveyor of the message that what they have to say is important.

Johnson is developing a powerpoint presentation for his company's annual meeting. What is one type of communication that will positively impact his presentation? a. Passiveness b. Analytical c. Tonality d. Aggressiveness

c. Tonality The choice of words, clothing, voice, and body language, the rhythm and cadence of his speech, and the use of space will have a positive impact on how the information in the presentation is received by the audience.

Which model describes communication as a process where people create social realities, generate communities, and form intercultural alliances? a. Application b. Interaction c. Transaction d. Transmission

c. Transaction The transaction model is socially based and deals with cultural contexts. People use it to help create intercultural alliances and self-concepts.

What is the function of operations management in achieving strategic goals? a. Describing long-term business goals b. Defining goals to support mission c. Transforming resources into profits d. Focusing on broad company outcomes

c. Transforming resources into profits Operations management is focused on producing goods and services from inputs to create profits. Operations management is critical to implementing the day-to-day responsibilities associated with achieving strategic goals.

An organization understands that it must either constantly change or decline. To ensure that the changes are successful, the managers are asked to identify any change barriers they see as quickly as possible. Which factor is a barrier that should be noted by management? a. Human resources policies b. Advanced training programs c. Trust issues d. Impact on pay

c. Trust issues

A senior leader is considering a significant change in the products offered by the company. What are this leader's primary responsibilities, as opposed to a manager's responsibilities, in making this change? a. Creating a marketing strategy for the new products. b. Identifying staffing requirements needed for the new products. c. Updating and communicating the company's mission and vision regarding the new products. d. Developing operational strategies to support the new products.

c. Updating and communicating the company's mission and vision regarding the new products. Senior leaders establish a company's overall mission and vision and communicate this to the organization so that operational strategies, staffing, and marketing can be effective.

A company owner writes a detailed and clear picture of what the company will look like five years from now. What is he/she defining to the employees? a. Mission Statement b. Innate Attribute c. Vision Statement d. Organizational Structure

c. Vision Statement

An employee has a habit of arriving late or missing work without calling first. The manager schedules a face-to-face meeting with the employee to discuss this behavior. Which question should this manager consider when planning this communication? a. How emotional will the employee be? b. Why is the employee acting irresponsibly? c. What does the employee need to do? d. Where does the employee live?

c. What does the employee need to do? When planning a message to be communicated, the sender (i.e., the manager) should consider what the receiver (i.e., the employee) should do with the information. This helps the sender craft a message that makes it clear what the receiver is expected to do with the information received.

In which situation would a leader use the competing strategy? a. When relationships are strained and retaliation may ensue b. When a leader wants the team to develop and learn from their own mistakes c. When an immediate decision is needed and an outcome cannot be compromised d.When the concerns of the parties involved are too significant and cannot be compromised

c. When an immediate decision is needed and an outcome cannot be compromised Competing strategy is used when an immediate decision is needed.

Two managers are having a conversation, and both are interested in knowing and understanding the other's point of view. What type of listening is being used by these managers? a. Competitive b. Appreciative c. Passive d. Active

d. Active Active listening occurs when two individuals work to understand what each is communicating.

Chief marketing officer (CMO), Cynthia Troutman, was tasked with developing and communicating a marketing brand to win over new customers for the new rechargeable battery. Which managerial attribute should she use to successfully complete this assignment on this tight timeline? a. Taking on risk b. Eyeing the horizon c. Creating vision d. Allocating proper resources

d. Allocating proper resources Managers are responsible for working through and with others to efficiently and effectively complete activities that meet the goals of the organization.

A manager of an electronics shop wishes to increase in-store sales. This will require a change in how the sales staff interact with potential customers. The manager believes that support of the employees is necessary for success. Which action should the manager take to reduce the barriers to this change? a. Ask employees if they want to change b. Tell the employees to talk to staff at other stores c. Tell employees that noncompliance will impact job security d. Ask employees to help with the development of the new process

d. Ask employees to help with the development of the new process

Members of a team are stating their views about project goals. Which conflict management strategy should the team manager use if conflict arises? a. Draw conclusions b. Evaluate what is being said c. Look for a motive d. Ask questions

d. Ask questions

Which technique is used for active listening? a. Sharing one's own view point on subject matter b. Folding arms tightly in front of the body while listening c. Preparing a response to what is being said by the speaker d. Asking questions to confirm what has been said

d. Asking questions to confirm what has been said This is one technique of active listening. This enables the speaker to understand that the listener is paying attention to what is being said.

Two employees are working on the same project and are involved in a serious argument about the matter. Their manager intervenes to address the conflict. How should further discussion about this issue be handled? a. In one of the professional's offices b. During the regular staff meeting c. As soon as possible d. At a later date

d. At a later date It is always a good idea to postpone discussion of issues to a later time, when emotions are in control. If issues are discussed immediately, the conflict may escalate.

When an individual receives a message what must that person be careful to do first? a. Evaluate how it applies to the situation. b. Share the message with affected stakeholders. c. Confirm the message received matches what was intended. d. Be aware of the filters through which the message is received.

d. Be aware of the filters through which the message is received. The receiver always filters a messages through filters such as personal mood, level of interest in the subject of the message, perceived relevance, and so on.

What is one step that Seth must do to maintain a positive impact on communication during his team meetings? a. Be argumentative b. Be passive c. Be inefficient d. Be prepared

d. Be prepared Being prepared means that Seth has selected a topic appropriate to his audience, gathered enough information to cover the topic well, put his information into a logical sequence, and considered how best to present it. Being prepared has a positive impact on how the information he is presenting is received by his team.

What do job costing and process costing for projects have in common? a. Both are for different jobs with varied production requirements. b. Both are for a single long-term product. c. Both have costs accumulated by department. d. Both have predetermined overhead rates.

d. Both have predetermined overhead rates. Job costing and process costing both have predetermined overhead rates.

The frontline employees of a manufacturing company have developed a list of environmentally friendly practices they would like to see the company adopt. They have presented this list to executive leadership during a board meeting. Which approach to change is being used by this company? a. Top-down b. Incremental c. Immediate d. Bottom-up

d. Bottom-up The bottom-up approach to change emerges from the employees and works its way up through the organization to leadership.

The chief information officer (CIO) for a credit union is planning to make sweeping changes to the network infrastructure and the software used to manage banking. The CIO wants the new technology to be accepted as widely as possible throughout the organization by reducing employee resistance to change. Which result is this CIO attempting to achieve? a. Feedback b. Input c. Consensus d. Buy-in

d. Buy-in The CIO wants to get employee buy-in for the new technology, reduce resistance to change, and get leaders in the organization to act as agents of change.

A chief executive officer (CEO) wants all future decisions to be made by only a few of the senior managers and then passed down to the employees. Which type of organizational structure does this CEO want to put in place? a. Network b. Matrix c. Decentralized d. Centralized

d. Centralized

The members of a department are planning a working lunch at a local restaurant. Differences of opinion exist among the team regarding where to go, based upon cost, distance from the office, how easily the team will be able to get work done, and the ease of parking. While some discussion occurs, all of the employees easily come to consensus on a decision that is supported by all. Which conflict management strategy did the employees use to manage this disagreement? a. Avoiding b. Accommodating c. Competing d. Collaborating

d. Collaborating

A company has hired an organization development (OD) consultant to work with the internal managers to effect a significant change in organizational culture. Which technique increases the chance of success? a. Developing a plan to help those employees who resist change to find a new job role b. Building a change plan with select employees to reduce internal stress before announcing changes at a company-wide meeting c. Launching directly into the new culture to minimize organizational stress for employees during the change process d. Communicating the change so that employees are fully informed of the plan prior to implementation

d. Communicating the change so that employees are fully informed of the plan prior to implementation A comprehensive communication plan outlining what and when will occur during the change effort is essential for an increased opportunity for success.

According to the Thomas-Kilmann Conflict Mode Instrument, which conflict management strategy is evident when an individual displays a high degree of assertiveness and a low degree of cooperation? a. Avoiding b. Collaborating c. Accommodating d. Competing

d. Competing

The operations manager for a chain of restaurants is budgeting for the addition of more healthy menu options and realizes the project may involve unanticipated costs. How should the manager budget for these costs? a. Forecast net revenue b. Estimate cash flow c. Document opportunity costs d. Create a contingency fund

d. Create a contingency fund Managers create a contingency plan for a new product or project to identify alternate paths for the project in case various difficulties are encountered. A component of this plan often includes a contingency fund that is set aside to cover unanticipated costs.

How should a company influence organizational culture to support a change management initiative? a. Adopt industry best practices b. Use laissez faire tactics c. Develop a new mission statement d. Create new symbols and stories

d. Create new symbols and stories Symbols and stories are essential components of organizational culture, and changing them to support the new culture will help affect desired change.

An incoming chief executive officer (CEO) has a plan to move the company toward products that are certified as manufactured from 100% sustainable sources and suggests an employee training program to educate the workforce on environmental sustainability. Which aspect of change does this plan impact? a. Technology b. Policy c. Mission d. Culture

d. Culture A training program for employees to learn environmental sustainability will mean a change to the organization's culture.

Which information does a projected income statement report as a function of the budget-planning process? a. Sales plan b. Deferred revenue c. Market share d. Current profit

d. Current profit The projected income statement contains sales and other data from the previous financial period. This provides information on current profit and expenses.

What is one reason organizational change is resisted? a. Weakens competitive standing b. Reduces productivity of workforce c. Diminishes customer relationships d. Decreases employee power

d. Decreases employee power People resist change because it can influence their level of power.

What is a purpose of the first step in Lewin's change model? a. Understanding the change obstacles b. Creating a change history of small wins c. Rewarding people who embrace change d. Demonstrating the urgency for change

d. Demonstrating the urgency for change The first step in Lewin's change model is Unfreezing. Demonstrating the urgency for change is one of the purposes of this step.

A manager, who is acting as an internal consultant, is asked for a product recommendation. Which activity is this manager performing? a. Developing a comprehensive long-range plan b. Coordinating work with several departments c. Overseeing the work of subordinates d. Determining appropriate software to be purchased

d. Determining appropriate software to be purchased

A manager, who is acting as an internal consultant, is asked for a product recommendation. Which activity is this manager performing? a. Developing a comprehensive long-range plan b. Overseeing the work of subordinates c. Coordinating work with several departments d. Determining appropriate software to be purchased

d. Determining appropriate software to be purchased Using expertise to help solve a problem represents internal consulting. Therefore, this is the correct answer.

Which risk occurs for existing employees if Sure Start poorly executes its change management initiative? a. Loss of reputation b. Decreased revenue c. Loss of trust by customers d. Diminished morale

d. Diminished morale If change is not implemented correctly, it could lead to stress and anxiety.

An employee has expressed an interest in career advancement. Consequently, the employee and the respective manager begin establishing a career development program for the employee. They establish a number of SMART goals to support the effort. Which goal focuses on the T element of the SMART model for this employee? a. Get a higher-paying job outside the organization based upon training b. Redevelop current job responsibilities to prepare for advancement c. Obtain a promotion into management within the organization d. Earn a certification within three months that will support promotion

d. Earn a certification within three months that will support promotion The T component of the SMART model says that goals need to be time based. In this scenario, completing the certification within three months satisfies that need.

What is the focus of the full range theory of leadership? a. Effective leaders focus on engaging in the correct actions b. Effective leaders focus on the current circumstance to identify what is necessary in the situation c. Effective leaders focus on identifying equitable exchanges between leader and follower d. Effective leaders focus on motivation and morale by connecting the employee's sense of identity to a project and the organization

d. Effective leaders focus on motivation and morale by connecting the employee's sense of identity to a project and the organization The full range theory of leadership is a component of transformational leadership and focuses on employee motivation and morale by connecting the employee's sense of identity to a project and the identity of the organization.

Which term describes the training opportunities a firm adopts to help employees meet organizational goals? a. Team brainstorming b. Staff cultivation c. Resource acquisition d. Employee development

d. Employee development Employee development is the formal term that encompasses the initiatives a firm pursues to train its employees in order to meet ongoing organizational goals.

Which employees will have the most acceptance to change? a. Employees who are low in openness b. Employees who are introverted c. Employees who are experts in their jobs d. Employees who can maintain their habits

d. Employees who can maintain their habits Employees who do not need to change their habits will have more acceptance of the change.

A supervisor noticed that the department manager often uses sports metaphors to describe business situations. So when reporting a recent setback in the production schedule to the manager, the supervisor stated, "We are down by three points, but we still have plenty of time to come back with a touchdown." Which communication process is the supervisor using by selecting this wording? a. Self-disclosure b. Divergence c. Callout d. Encoding

d. Encoding

Which organizational benefit occurs when employee performance is rewarded? a. Elimination of external hiring needs b. Reduction in employee turnover c. Lowered labor cost d. Enhanced motivation

d. Enhanced motivation Rewarding performance results in increased motivation.

As the leader of the organization, in which task must Charlie Wicker excel for Sure Start to be successful? a. Implementing the plan b. Administering detailed processes c. Controlling existing circumstances d. Establishing a direction

d. Establishing a direction This task is the essence of leadership, which is Charlie's job for Sure Start.

A university created a new equity, diversity, and inclusion position and then hired a coordinator for that team. The president sent an email to department directors to introduce the coordinator, but the communication resulted in many questions and several rumors that later proved to be unfounded. Which communication channel should have been used to reduce these problems? a. Written correspondence b. Multimedia messaging c. Post on social media d. Face-to-face meeting

d. Face-to-face meeting This verbal channel is the richest of all channels as it provides an opportunity for the sender to obtain immediate feedback from the receivers, and the receivers to obtain immediate feedback from the sender.

Why should companies conduct human capital planning as part of the strategic planning process? a. Adjusts the existing plan b. Establishes the plan c. Evaluates the plan d. Fulfills the plan

d. Fulfills the plan Human capital planning allows firms to assess where gaps in skills exist and then implement plans to fill those gaps in support of the firm's strategic plans.

A manager understands that conducting performance appraisals of employees will help them determine how to further their careers. The manager decides to use the most common performance appraisal method as part of the review process. What is the most common method that is used for this purpose? a. Behavioral checklist b. Judgmental evaluation c. Employee comparison d. Graphic rating scale

d. Graphic rating scale

How could Will use the sales budget to plan for increased production and the use of more overtime? a. He could review the sales budget and fulfill a percentage of customer orders. b. He could ask Marney to revise the sales budget to make it easier on the operation group of the company. c. He could buy additional equipment and buildings to increase the capacity of producing carpet. d. He could make plans to either incur the overtime costs or increase production earlier in the first quarter to offset some of the overtime costs.

d. He could make plans to either incur the overtime costs or increase production earlier in the first quarter to offset some of the overtime costs. He could produce more carpet earlier in the first quarter to offset the overtime costs.

How will Seth benefit from his reflective thinking? a. He will likely be able to shorten the next weekly staff meeting. b. He will be able to devote less attention to the engineer's issues. c. He will likely ensure the engineer receives training on problem-solving. d. He will be less likely to make the same mistake in the future.

d. He will be less likely to make the same mistake in the future. Reflective thinking will help Seth understand what needs to be done to avoid making the same mistake.

Which business function addresses a firm's ability to quickly and reliably identify the skill sets and personal characteristics necessary to increase company productivity? a. External competitive analysis b. Financial budget forecasting c. Mission statement development d. Human capital planning

d. Human capital planning Human capital management focuses on hiring the right people for the right positions in order to maximize firm productivity.

A professional has been asked to help an organization prepare the employees for the addition of a major new product line outside the company's traditional core competency. Even though this is a risky venture, the new product has been judged to be critical to the company's survival.Which change management strategy should be used to reduce barriers to this effort? a. Supporting employees that leave due to the change with outplacement services b. Deferring stakeholder communications until the change has been executed c. Compartmentalizing the change effort to those who are directly affected d. Identifying change leaders within the organization to communicate the need for change

d. Identifying change leaders within the organization to communicate the need for change

What is the function of a tactical plan? a. Emphasizing future operations b. Creating long-term goals c. Committing significant resources d. Identifying short-term actions

d. Identifying short-term actions A tactical plan identifies the steps required to achieve the strategic goals of the organization. The plan is specific and is adjusted as the strategic goals are changed based on organizational and environmental conditions.

Two separate manufacturing firms are planning on merging within the next six months. A member of one of the firms has been anxious about this pending change and the impact it will have on the individual's job security. As a result, this individual has been spending a good deal of time taking initiative on new projects, mentoring other employees, completing extra work, and supporting management. What type of behavior is this individual displaying? a. Non-verbal communication b. Cognitive dissonance c. Team dynamics d. Impression management

d. Impression management Impression management is being displayed, as seen in the individual's behavior. The employee is hoping for a positive outcome by working to influence management's perceptions of his/her behavior leading up to the merger.

After several months of team work, it has become apparent to a manager that not all the team members are getting the same periodic updates about basic issues. The conflict has caused decision-making to slow down and goals are not being met. Which strategy should be used to manage the conflict? a. Coach the team members to agree on a basic set of beliefs and experiences for the purpose of decision-making b. Review team behaviors such as showing up on time for scheduled meetings and fully participating in discussions c. Increase the diversity of the group to serve as a model for future organizational change efforts d. Improve communication among team members to reduce conflict and increase goal attainment

d. Improve communication among team members to reduce conflict and increase goal attainment

Which leadership style considers company culture and employee attitudes when making process changes? a. Panacea b. Rational c. Continuous d. Integrated

d. Integrated An integrated leader incorporates knowledge of the culture, people's feelings about change, and other aspects of human capital when initiating and making changes.

A movie theater employee observes customers purchasing multiple bags of popcorn and assumes that the popcorn is fresh and tasty. The employee plans to communicate this information to the theater manager.bWhich element of perception is this employee using to prepare for communications with the manager? a. Organizing b. Reflecting c. Selecting d. Interpreting

d. Interpreting

Which description accurately characterizes the smoothing approach to conflict management? a. It occurs when one party involved in the conflict concedes to the other party. b. The team members may choose to ignore all but the most heated disagreements. c. The aim is to find a solution that satisfies everyone's need. d. It attempts to reduce the differences among people involved in a conflict.

d. It attempts to reduce the differences among people involved in a conflict. This approach to conflict management tries to minimize the differences among conflicting parties

A customer is upset about having to wait for more than 30 minutes to get a food order in a restaurant. Once the food arrives, the customer enjoys the food and is appreciative of its high quality. When the customer finishes the meal, the customer complains to the manager about the long wait. The manager is aware of an issue that occurred in the kitchen caused by the urgent departure of the chef. How should the manager handle the situation to satisfy the customer? a. Provide the details about why the meal was delayed b. Clearly state that unexpected things occur so patience is needed c. Disregard the complaint because there was a kitchen issue d. Listen attentively to the customer and offer a discount on the meal

d. Listen attentively to the customer and offer a discount on the meal When trying to resolve a conflict, it is very important to be engaged in active listening and to focus on the customer's concerns.

For an organization to be successful, decisions must be made to allocate resources, prioritize projects, and monitor overall progress toward goals. Whose responsibility is this within the organization? a. Management Consultants b. Senior leaders c. Front-line employees d. Management

d. Management Managers allocate resources, prioritize projects, and monitor progress, among other responsibilities, to ensure the organization is following the overall direction.

A manager writes the following goal for the hospital emergency department: "Pediatric emergency room wait times will decrease by 10%." Which SMART goal attribute is identified? a. Realistic b. Specific c. Time-bound d. Measurable

d. Measurable

To help the newest production employee understand what they must do to be successful, Mike sets the goal of producing 200 pounds of recycled fiber per day by the 20th of the following month. Which component of the SMART goal does the 200 pounds a day represent? a. Time-bound b. Realistic c. Specific d. Measurable

d. Measurable The 200 pounds per day is a measurable objective, and it is clear that it has or has not been met.

A company's operational strategy targets a 10% improvement in customer service satisfaction ratings. Companies in this market usually see a 3% improvement in customer service satisfaction ratings. Which aspect of SMART goal planning does this represent? a. Time-bound b. Specific c. Realistic d. Measurable

d. Measurable The measurable attribute of a SMART goal means that the goal is identified in a way that can be easily measured. In this scenario, an operations manager would be able to determine if the customer service satisfaction ratings have improved by 10%.

A manager is reviewing potential operational strategies to determine whether a new team will attain its long-term goal of improving customer service by 20% in three years. Which operational strategy will provide this information? a. Measuring the number of product recalls b. Measuring the number of new customer service calls c. Measuring the number of product returns d. Measuring the number of resolved customer service calls

d. Measuring the number of resolved customer service calls

Two managers in a retail store have opposing views on how best to attract customers. Some of this conflict appears to be grounded in a difference in cultural values and individual egos. How should the store owner resolve this situation? a. Open up the decision to additional employees b. Disregard the problem c. Allow the customers to have input d. Model effective ways to resolve concerns

d. Model effective ways to resolve concerns Leaders should model effective conflict resolution behaviors for their employees. The leaders can show employees how to turn disruptive conflict into constructive conflict. If the conflict greatly upsets teamwork among managers, then it may be necessary for leaders to bring in consultants to provide further conflict management training.

A company is trying to determine why their employees act differently in given situations and is examining the internal factors that affect perception.Which factor is management examining? a. Size b. Intensity c. Repetition d. Motivation

d. Motivation Motivation refers to what causes a person to choose an alternative that will satisfy current needs. Motivation is an internal factor.

Rachel needs to forecast the company's human resource needs. Which demand factor should Rachel take into account to complete this task? a. Anticipated number of seasonal workers b. Level of growth in the construction industry c. Projections from competitors on new jobs d. Number of qualified workers currently employed

d. Number of qualified workers currently employed Determining the number of qualified workers currently employed versus what is needed is a demand factor for human capital.

The president of a small company is getting ready to announce a round of layoffs to the staff and would like to communicate the information in a manner that reduces fear and allows for immediate feedback. Which mode of communication should the president use? a. Informal b. Written c. Indirect d. Oral

d. Oral Oral communication channels should be used when the message to be delivered can instill confusion, anxiety, or an emotional response from the receivers. It is direct and provides an opportunity for immediate feedback.

What factor has to be aligned to the company's change management efforts for the change to be successful? a. Company history b. Competitive influences c. Corporate governance d. Organizational culture

d. Organizational culture To affect change properly, the leaders of organizations must align their organizational culture to the proposed change management efforts. Doing so helps create buy-in from those affected by the proposed change.

A professional is asked to make sure that the ideas and goals of the company become reality rather than words on paper. Which managerial attribute should be used to accomplish this task? a. Setting direction b. Creating vision and mission c. Focusing on relationship d. Overseeing processes

d. Overseeing processes This is a managerial attribute that involves the direct implementation of a specific organizational plan.

An employee joins a team meeting already in progress. After a few minutes, this individual interrupts and says, "Can I just share my report now so that I can get back to my work? I've got a lot to do." After the meeting has concluded the manager, who was present for this meeting, follows up with the employee and asks, "Can we talk about the team meeting today? I'd like to share what I observed and ask for your recollection of what happened." What activity is the manager engaged in? a. Providing feedback b. Reprimanding c. Encouraging d. Perception checking

d. Perception checking The manager is sharing what was perceived in the meeting, but recognizes that there might be more to the story that the employee can share. This is important in evaluating what happened.

A company chief executive officer (CEO) plans to deliver a message to an organization about a new cultural initiative. The organization has 1,000 employees spread across multiple time zones and states. Which type of communication should the CEO use in this situation? a. Interpersonal b. Intrapersonal c. Visual d. Public

d. Public Public communication takes place when one person speaks to a group of people.

A manager of a laboratory department in a small hospital received complaints concerning one of the technologists who was reportedly rude to patients. The manager has decided to meet with the technologist to address the issue. Which behavior should the manager show during this meeting? a. Avoiding eye contact with the technologist b. Encouraging the technologist to not give reasons for the behavior c. Expressing dissatisfaction to send the technologist a strong message d. Receiving comments from the technologist without judgment

d. Receiving comments from the technologist without judgment The manager should initially listen to the technologist without judgment or criticism.

A company's new way of doing things is becoming ingrained in the routine of how the company operates on a day-to-day basis. Which stage of Lewin's change model is present in this company? a. Beginning change b. Unfreezing c. Identifying obstacles d. Refreezing

d. Refreezing During this last stage in Lewin's change model, the change has been implemented. It is becoming the new status quo. To ensure success, people are rewarded for embracing the change so everyone gets on board.

Which element is part of a manufacturing budget? a. Cost to develop new customers b. Overhead to operate a cafeteria c. Training costs for the company d. Salaries for production managers

d. Salaries for production managers

During a conversation with a colleague, a business manager shares information about marital problems that led to missing work on occasion. Which type of communication is evident during this interaction? a. Transactional b. Intrapersonal c. Callouts d. Self-disclosure

d. Self-disclosure

Why is it important for Seth to communicate with the employees each Monday during this time? a. Inform employees of what work has been completed for the client b. Pinpoint which employees are exceeding expectations c. Better control what work is being done d. Set work expectations for the coming week

d. Set work expectations for the coming week The owner is using his communication skills to translate objectives into actionable items for the staff.

Chief Financial Officer (CFO) Darris Johnson is recommending that senior leadership create clearly defined goals for both the short term and the long term. Which short-term goal should be created by the senior leadership? a. Hiring a replacement General Manager for the Asian market. b. Determining the marketing strategy for the next generation of rechargeable batteries c. Increasing the customer pool by 150% d. Staffing the Vietnam office with the appropriate headcount

d. Staffing the Vietnam office with the appropriate headcount Leadership's focus for the immediate future should be hiring staff for the Asia office.

An organization is in the process of implementing a strategic management process to accomplish long-term goals and sustain competitive advantage. What is the first step this organization should take in this process? a. Strategic formulation b. Strategic evaluation and control c. Strategic implementation d. Strategic objectives and analysis

d. Strategic objectives and analysis Objectives and analysis is the first step in the entire strategic management process. This step includes the SWOT analysis, which is used to determine objectives and goals.

What is a benefit of using oral communication over written communication to share information in the corporate setting? a. Higher degree of accuracy b. Reduced opportunity for disagreement c. Lower message degradation d. Stronger channel richness

d. Stronger channel richness Oral communication has a high level of channel richness, which means that the receiver will be able to pick up on sarcasm or other tonal aspects of the intended message. This provides greater context and opportunity for accurate interpretation of the intended meaning.

A nursing home manager has been given a goal of reducing patient falls by 20% over the next three years by implementing a falls prevention protocol and reporting results annually. What is this manager's role now that the method to meet this objective has been established? a. Creating new goals to support the strategic plan b. Discussing the plan with newly admitted patients c. Hiring new staff to supervise patient care d. Supervising implementation of the plan

d. Supervising implementation of the plan The manager would be responsible for identifying an objective such as reducing patient falls by 20% over the next three years, determining the steps required to meet the objective has been established, and supervising the process of implementation.

A manager is requested to help whenever there is a breakdown in a firm's production line. Which primary skills does this manager need to apply when such breakdowns occur? a. Delegation skills b. Communication skills c. Conceptual skills d. Technical skills

d. Technical skills

How can people benefit from 360 degree reviews as part of their professional development efforts? a. They can be ensured of promotion into higher levels of management. b. They can obtain professional feedback across multiple review periods. c. They can be ensured of longer tenure at the firms where they are employed. d. They can obtain performance feedback from a variety of stakeholders.

d. They can obtain performance feedback from a variety of stakeholders. A 360 degree review is designed to provide constructive feedback from multiple levels and from within as well as outside the organization. It is more comprehensive than a typical boss-subordinate review.

Why should an individual use SMART goals when conducting career planning efforts? a. They strengthen a resume to gain current employer approval. b. They improve the likelihood that the individual will be recruited by other firms. c. They develop an individual's career planning competencies. d. They increase an individual's chances of success in attaining chosen goals.

d. They increase an individual's chances of success in attaining chosen goals. Writing objectives using the SMART model makes it easier to determine whether they have been successfully met.

A large chain bookstore moves into an empty storefront in a strip mall two miles away from a small family-owned bookstore that has been in business for over 20 years. The new bookstore is actively recruiting employees with experience in bookselling and offers a competitive hourly wage along with better benefits than most of the jobs in the area. Which aspect of the SWOT analysis does the action of the large chain represent for the small bookstore? a. Opportunities b. Strengths c. Weaknesses d. Threats

d. Threats

An employee has been working at a firm in an entry-level sales support role for the last five years. Unhappy with the future prospects of the position and the company's unwillingness to offer a promotion, the individual decides to establish self-directed career prospects. The individual has a passion for sales and is motivated by money. Considering the employee's desire for advancement, which SMART goal addresses the greatest number of elements of the model? a. To become a leading salesperson in the related industry b. To get hired as a salesperson for a successful firm c. To launch a successful 1,000-person company within three months and lead its sales division d. To become a local salesperson for Company X within three years, earning $100K per year

d. To become a local salesperson for Company X within three years, earning $100K per year This statement addresses all of the elements of a SMART goal: Specific: "To become a local salesperson for Company X" Measurable: "Earning $100K per year" Attainable and realistic: "Local salesperson" Time-based: ''Within three years"

Why is it important for managers to sales forecast within a company? a. To take advantage of marketplace sales opportunities b. To accelerate cash and credit sales inflow c. To hire sales representatives with product knowledge d. To determine how to create and manage the company's sales force

d. To determine how to create and manage the company's sales force Sales forecasts are used to decide how to create sales territories, how to set quotas for each sales rep, and how to measure performance.

Why is it important to use the project budgeting process to create stakeholder buy-in? a. To include data on project competitors b. To get the project work completed c. To judge the value of the project d. To obtain necessary project resources

d. To obtain necessary project resources

A significant change in a company's billing process was recently implemented. Which component of change management should be used now? a. Communicate effectively b. Empower employees c. Create a clear strategy d. Track progress

d. Track progress Management will want to closely monitor the changes to be sure the intended result is being achieved. This involves talking with employees and determining if small changes are needed to improve efficiency and customer satisfaction.

A company with five locations across the world wants to offer professional development opportunities, but resources are limited. The company wants to ensure that managers and staff at all locations can attend. Which form of training should be used to meet this goal? a. Brown bag lunches b. Job swapping c. Vestibule d. Web-based

d. Web-based