exam 4 study
In the ________ leadership model, a leader makes desirable rewards available in the workplace and clarifies how followers can obtain them. contingency path-goal transformational relationship-oriented
path-goal
One violation of privacy is identity theft, a downside of the digital age. Group startsTrue or False
t
Teamwork is considered the cornerstone of future management. Group startsTrue or False
t
The best leaders display both transactional and transformational leadership styles. Group startsTrue or False
t
After three months of boot camp, the group of new Marines had learned many skills and developed lifelong friendships. The final week of boot camp, called Marine Week, signaled that this group had reached the ________ stage, and would soon be moving onto their next assignments. performing adjourning norming storming forming
adjourning
When it is being used to make a telephone call, your smartphone is an example of which part of the communication process? encoding decoding medium feedback
medium
Formal groups
created to accomplish specific goals
A rich medium is more effective with routine situations. Group startsTrue or False
f
Effective social media use by businesses can enable connectivity. monitoring. distraction. privacy.
connectivity.
Control helps an organization prevent environmental changes. increases profitability. cover-up errors and irregularities. detect opportunities.
detect opportunities.
As a leader, Ervan mentors new employees, encourages socialization, and worries more about building trust than building profits. Ervan is probably a ________ leader. employee-centered task-oriented initiating-structure production-centered
employee-centered
Efficient communication is attributable to the sender, while effective communication is assessed by the receiver. Group startsTrue or False
f
Fiedler's contingency leadership model argues that leadership behaviors should be primarily determined by position power. Group startsTrue or False
f
In adjourning, conflicts are resolved, close relationships develop, and unity and harmony emerge. Group startsTrue or False
f
Smart manufacturing is achieved by instituting employee surveillance and monitoring. Group startsTrue or False
f
Team Composition
Reflects the collection of jobs, personalities, values, knowledge, experience, and skills of team members
For a manager, building an effective team requires work, but the payoff is good relationships with others in the company, especially your superiors. employees who will work overtime, often without expecting to be paid for it. a stronger, better-performing work unit. more responsibilities for you and other managers.
a stronger, better-performing work unit.
Organizing is monitoring performance, comparing it with goals, and taking corrective action. Group startsTrue or False
f
Although ________ are typically unwritten and seldom discussed openly, they have a powerful influence on group and organizational behavior. standards conflicts norms roles
norms
Which of the following is an attribute of good listeners? focusing on internal thoughts instead of the speaker's message immediately responding the speaker's remark listening only to those with whom they agree paraphrasing what the speaker has said
paraphrasing what the speaker has said
Marina is a manager who has poor leader-member relations with her employees who perform unambiguous, easily understood tasks. She should use a task-oriented leadership style. Group startsTrue or False
f
One important reason controls are useful to organizations is so that decision-making power can be centralized to a few key leaders. Group startsTrue or False
f
group
is defined as (1) two or more freely interacting individuals who (2) share norms, (3) share goals, and (4) have a common identity.
team
is defined as a small group of people working together with a common purpose, performance goals, and mutual accountability
Collaboration results from formal structures such as designated leaders, planned agendas, and organizational charts. Group startsTrue or False
f
________ is the last step in the control process. Measure the performance Establish standards Compare performance to standards Take corrective action if necessary
Take corrective action if necessary
Mutual Accountability & Interdependence
Team member interdependence - The extent to which team members rely on common task-related team inputs, such as resources, information, goals, and rewards, and the amount of interpersonal interactions needed to complete the work
Virtual teams
Teams that work together over time and distance via electronic media to combine effort and achieve common goals
Sakda said to his employee, Kurt, "You should work harder so the employees who have been here a long time will like you." This statement likely fostered nondefensive communication from Kurt. Group startsTrue or False
f
A cynical leader who believes the ends justify the means and has no qualms about manipulating people should be described as having the trait of sadism. narcissism. Machiavellianism. psychopathy.
Machiavellianism.
Effective Team Processes
Team members' interdependent acts that transform inputs to outcomes through activities directed toward organizing taskwork to achieve collective goals
Project teams
assembled to solve a particular problem
Cross-functional teams
A team that is staffed with specialists pursuing a common objective
Collaboration
Act of sharing information and coordinating efforts to achieve a collective outcome
Dysfunctional conflict
Conflict that hinders the organization's performance or threatens its interests
The PDCA cycle is part of Six Sigma. Deming management. management by exception. statistical process control.
Deming management.
Trust
Reciprocal faith in others' intentions and behaviors
Informal groups
created for friendship
Encoding means interpreting and trying to make sense of a message. false
f
Managers should expect to encounter criticisms, disagreements, and other on-the-job conflicts regularly. Group startsTrue or False
t
The primary purpose of relationship-oriented leadership behavior is to ensure that people, equipment, and other resources are used in an efficient way to accomplish the mission of a group or organization. Group startsTrue or False
f
When the team executes the strategic plan, it is in which stage of development? norming storming performing forming adjourning
performing
A budget is a formal financial projection. scorecard. audit. statement.
projection.
Which of the following is most often used to influence others? inspirational appeals ingratiating rational persuasion consultation
rational persuasion
Employee attitudes, turnover, organizational culture, and resource capabilities are typical metrics in the foundational perspective of the balanced scorecard approach. Group startsTrue or False
t
Jaheem, who owns a hardware store, uses an income statement to show his revenue and expenses over the past three years to potential investors. Group startsTrue or False
t
Performance Goals & Feedback
Specific purpose and continual feedback]
Punctuated equilibrium
establishes periods of stable functioning until an event causes a dramatic change in norms, roles, and/or objectives.
Dissemination is the transfer of information and understanding from one person to another. Group startsTrue or False
f
________ leadership focuses on clarifying employees' roles and task requirements and providing rewards and punishments contingent on performance. Servant Transactional Laissez-faire Empowering
Transactional
Amaia has been very careful to work with her team to finalize next year's goals. She has taken the process seriously and now wants to make sure that others do their part. Amaia is insisting that all employees follow instructions fully and completely. Amaia seems to be exhibiting the organizing function because she is arranging tasks and people to accomplish the work. planning function because she is setting goals and deciding how to achieve them. leading function because she is motivating the people to work hard. controlling function because she is concerned with seeing that the right things happen at the right time.
controlling function because she is concerned with seeing that the right things happen at the right time.
Caasi easily influences her co-workers, but not usually for the best. She stirs up controversy and usually spins the conversation to make herself look better. Because Caasi thinks highly of herself and seeks personal power, she could be described as having psychopathy. Group startsTrue or False
f
Studies have shown that informal groups enhance innovation and productivity. Group startsTrue or False
t
Intellectual Stimulation
"Let me describe the great challenges we can conquer together."
Inspirational Motivation
"Let me share a vision that transcends us all."
Idealized Influence
"We are here to do the right thing."
Individualized Consideration:
"You have the opportunity here to grow and excel."
Common Influence Tactics
(1) Rational Persuasion; (2) Inspirational Appeals; (3) Consultation; (4) Ingratiation; (5) Personal Appeals; (6) Exchange; (7) Coalition Tactics; (8) Pressure; (9) Legitimating Tactics
Physical Barriers
(1) Technology Issues, (2) Noise, and (3) Physical Distance
Quality Control
- A means of ensuring quality whereby errors are minimized by managing each stage of production
People Orientation:
- Delivering customer value value is most important - People will focus on quality if given empowerment - TQM requires training, teamwork, and cross-functional efforts
Misinformation
- Information that is false but not created with the intention of causing harm
Personalized power
- Power directed at helping oneself
Leadership
- The ability to influence employees to voluntarily pursue organizational goals
Empathy
- is the ability to recognize and understand another person's feelings and thoughts.
Humble leaders tend to display five key qualities that employees value:
1. High self-awareness 2. Openness to feedback 3. Appreciation of others 4. Low self-focus 5. Appreciation of the greater good
the Six Reasons Control is needed
1. To adapt to change and uncertainty 2. To discover irregularities and errors 3. To reduce costs, increase productivity, or add value 4. To detect opportunities and increase innovation 5. To provide performance feedback 6. To decentralize decision making and facilitate teamwork
· the Four steps in the Control Process
1. establish standards 2. measure performance 3. compare performance to standards 4. take corrective action, if necessary
Total quality management (TQM)
A comprehensive approach—led by top management and supported throughout the organization—dedicated to continuous quality improvement, training, and customer satisfaction
Machiavellianism
A cynical view of human nature and condoning opportunistic and unethical ways of manipulating people, putting results over principles
Budgets
A formal financial projection
Psychopathy
A lack of concern for others, impulsive behavior, and a dearth of remorse when the psychopath's actions harm others
Quality Assurance
A means of ensuring quality that focuses on the performance of workers, urging employees to strive for "zero defects,"
Linguistic style
A person's characteristic speaking patterns—pacing, pausing, directness, word choice, and use of questions, jokes, stories, apologies, and similar devices
Six Sigma
A rigorous statistical analysis process that reduces defects in manufacturing and service-related industries
Narcissism
A self-centered perspective, feelings of superiority, and a drive for personal power and glory
Best Practices
A set of guidelines, ethics or ideas that have been shown to produce optimal results
Mindlessness
A state of reduced attention expressed in behavior that is rigid, or thoughtle
Statistical Process Control:
A statistical technique that uses periodic random samples from production runs to see if quality is being maintained within a standard range of acceptability
Financial statements
A summary of an organization's overall financial worth—assets and liabilities—at a specific point in time
Security
A system of safeguards for protecting information technology against disasters, system failures, and unauthorized access that result in damage or loss
Strategy map
A visual representation of the four perspectives of the balanced scorecard that enables managers to communicate their goals so that everyone in the company can understand how their jobs are linked to the overall objectives of the organization
Control charts -
A visual statistical tool used for quality-control purposes
Microaggressions
Acts of unconscious bias; include a number of seemingly tiny but repeated actions, like interrupting others, mispronouncing or mistaking someone's name, and avoiding eye contact
Incremental budgeting
Allocating increased or decreased funds to a department by using the last budget period as a reference point; only incremental changes in the budget request are reviewed
Fixed budget (static)
Allocation of resources on the basis of a single estimate of costs
Variable budget (flexible
Allowing the allocation of resources to vary in proportion with various levels of activity
Situational approaches
An approach to leadership where it is believed that effective leadership behavior depends on the situation at hand
Noise
Any disturbance that interferes with the transmission of a message
Path-goal leadership model
Approach that holds that the effective leader makes available to followers desirable rewards in the workplace and increases their motivation by clarifying the paths, or behavior, that will help them achieve those goals and providing them with support
Full-range leadership
Approach that suggests that leadership behavior varies along a full range of leadership styles, from take-no-responsibility (laissez-faire) "leadership" at one extreme through transactional leadership, to transformational leadership at the other extreme
Influence tactics
Are conscious efforts to affect and change behaviors in others
Behavioral leadership approaches
Attempts to determine the distinctive styles used by effective leaders
Trait approaches to leadership
Attempts to identify distinctive characteristics that account for the effectiveness of leaders
Legitimating tactics
Basing a request on authority or right, organizational rules or policies, or explicit/implied support from superiors.
Adrian is the manager of Olive-or-Twist, a swanky martini lounge. Belinay is an accomplished mixologist and she serves as the bar manager. Cassius recently began working as a barback, and this is his first job. Which of the following is an example of downward communication? Cassius asks Belinay where she trained in mixology. Belinay delivers an inventory report to Adrian. Adrian listens to a customer's feedback about the menu. Belinay shows Cassius how to properly clean the glasses.
Belinay shows Cassius how to properly clean the glasses.
o Four Basic Skills of Leaders
Cognitive abilities Interpersonal skills Business skills - Conceptual skills
Feedback Control -
Collecting performance information after a task or project is done
• External communication
Communication between people inside and outside an organization
Informal communication channels
Communication that develops outside the formal structure and does not follow the chain of command
downward communication
Communication that flows from a higher level to a lower level
Upward communication
Communication that flows from lower levels to higher levels
Horizontal communication:
Communication that flows within and between work units; its main purpose is coordination
Nondefensive communication
Communication that is assertive, direct, and powerful
Formal communication channels
Communications that follow the chain of command and are recognized as official
Management by exception
Control principle that states that managers should be informed of a situation only if data show a significant deviation from standards
Pressure
Demanding compliance or using intimidation or threats.
Social media policy
Describes the who, how, when, and for what purposes of social media use, and the consequences for noncompliance
task oriented behavior
Ensure that human, physical, and other resources are deployed efficiently and effectively to accomplish the group's or organization's goals
Concurrent Control -
Entails collecting performance information in real time
o Nonverbal Communication
Eye contact • Facial expressions • Body movements and gestures • Touch
Improvement Orientation
Focusing everyone on delivering customer value
Defensive communication
Form of communication that is either aggressive, attacking, angry, passive, or withdrawing
Relationahip-orientated behavior
Form of leadership that is primarily concerned with the leader's interactions with his or her people
Norms
General guidelines or rules of behavior that most group or team members follow
Consultation
Getting others to participate in planning, decision making, and changes
Coalition tactics:
Getting others to support your efforts to persuade someone.
Ingratiation
Getting someone in a good mood prior to making a request
Self-managed teams
Groups of workers who are given administrative oversight for their task domains
What do leaders want in their followers?
Helpers - most compliant Independants- less complaiant Rebels - least complaint
Task orientated
High control - leaders decisions produce predictable results Low control - leaders decisions can't produce predictable results
Deming management
Ideas proposed by W. Edwards Deming for making organizations more responsive, more democratic, and less wasteful
Media richness
Indication of how well a particular medium conveys information and promotes learning
Financial ratios
Indicators determined from a company's financial information and used for comparison purposes
Expert Power
Influencing Behavior Because of One's Expertise
Legitimate Power:
Influencing Behavior Because of One's Formal Position
Referent Power
Influencing Behavior Because of One's Personal Attraction
Informational Power
Influencing Behavior Because of the Logical and/or Valuable Information One Communicates
Reward Power
Influencing Behavior by Promising or Giving Rewards
Coercive Power
Influencing Behavior by Threatening or Giving Punishment
Feedback
Information about the reaction of the environment to the outputs that affect the inputs
Disinformation
Information that is false and deliberately misleading
Social media
Internet-based and mobile technologies used to generate interactive dialogue with embers of a network
Decoding
Interpreting and trying to make sense of a message
Managerial leadership
Involves both influencing followers to internalize and commit to a set of shared goals, and facilitating the group and individual work that is needed to accomplish those goals
o Cross-Cultural Barriers
Language - means cultural language Style - means communication style
________ focuses on problem solving and performance improvement, or speed with excellence, of a well-defined project. ISO 9000 Six Sigma ISO 14000 Lean Six Sigma
Lean Six Sigma
Exchange
Making explicit or implied promises and trading favors
Continuous improvemen
Ongoing, small, incremental improvements in all parts of an organization
Several factors prompt abusive supervision
Organizational culture Individual differences Early life experiences
Socialized power
Power directed at helping other
Lean Six Sigma
Quality-control approach that focuses on problem solving and performance improvement—speed with excellence—of a well-defined project
ISO 9000
Quality-control procedures companies must install—from purchasing to manufacturing to inventory to shipping—that can be audited by independent quality-control experts, or "registrars,"
Personal appeals
Referring to friendship and loyalty when making a request or asking a friend to do a favor.
Customer Retention
Refers to the actions companies take to reduce customer defections
Statement of cash flows
Reports the cash generated and used over a specific period of time
________ leaders focus on providing increased service to others—meeting the goals of both followers and the organization—rather than to themselves. Servant Transactional Supportive Laissez-faire
Servant
ISO 14000:
Set of quality-control procedure that extends the concept of the ISO 9000 series, identifying standards for environmental performance
Roles
Sets of behaviors that people expect of occupants of a position
What do followers want in their leaders
Significance Community Excitement
Tuckman's Five-Stage Model
Stage 1: Forming—"Why are we here?" • Stage 2: Storming—"Why are we fighting over who's in charge and who does what?" • Stage 3: Norming—"Can we agree on roles and work as a team?" • Stage 4: Performing—"Can we do the job properly?" • Stage 5: Adjourning—"Can we help members transition out?"
Being an Effective Writer
Start with your purpose. • Write simply, concisely, and directly. • Know your audience. • Don't show ignorance of the basics.
Income statement -
Summary of an organization's financial results—revenues and expenses—over a specified period of time
Contingency leadership model Two Leadership Orientations
Tasks Relationships
Power
The ability to marshal human, informational, and other resources to get something done
Control standard
The first step in the control process; the performance standard (or just standard) is the desired performance level for a given goal
Medium
The pathway by which a message travels
Receiver
The person wanting to share information
Active listening -
The process of actively decoding and interpreting verbal message • Focus on the other person. • Ask open-ended questions. • Approach conversations with curiosity. • Avoid the tendency to judge. • Be mindful and fully present
Leadership coaching
The process of enhancing the skills and abilities that a leader needs in order to help the organization achieve its goals
When you become a manager, what should you remember about the behavioral approaches to leadership? Certain leader behaviors are appropriate and well-suited for every situation. Leader traits have much more impact at work than leader behaviors. To be an effective leader, behaviors should be selected that match the situation. Female task-oriented leaders are much more effective than male task-oriented leaders.
To be an effective leader, behaviors should be selected that match the situation.
________ leadership helps employees pursue organizational goals over self-interests. Transformational Laissez-faire Transactional Ethical
Transformational
Encoding
Translating a message into understandable symbols or language
Inspirational appeals
Trying to build enthusiasm by appealing to others' emotions, ideals, or values
Rational persuasion
Trying to convince someone with reason, logic, or facts.
Cyberloafing
Using the Internet at work for personal use
o Personal Barriers
Variable skills in communicating effectively variations in the way we process and interpret information Attentional issues Variations in trustworthiness and credibility Generational differences
Obliging
accomodating manageer allows the desires of the other party to prevail
Men
autocratic and directive style
Lean medium
best for routine situations and to avoid overloading
Compromising
both parties give up something to gain something
measure performance
by number of products sold, units producedm time to completion, profit margin, or cost per item sold
Intergroup Conflicts
clashes among work groups, teams, and departments
Personality Conflicts
clashes because of personal dislikes or disagreements
• Envy-based Conflicts
clashes because of what others have
Cross-Cultural Conflicts
clashes between cultures
Benchmarking
compares theirs performance to others
Functional conflict
conflict that benefits the main purposes of the organization and serves its interests
Integrating
confronting the issue and cooperatively identifying the problem, generating and weighting the alternatives, and selecting the solution
The leader-member exchange (LMX) model of leadership posits that relational quality between leaders and followers is only important for LMX, not other leadership models. each relationship between leaders and followers is distinctive. high-quality relationships between managers and subordinates increases turnover. specific traits and characteristics result in effective leadership.
each relationship between leaders and followers is distinctive.
The LMX model of leadership
emphasizes that leaders have different sorts of relationships with different subordinates.
Male
exhibit more abusive leadership behavior
Medical knowledge possessed by doctors results in their ________ power. informational expert reward legitimate
expert
Authenticity, control, and collaboration are the three drivers of the "trust triangle." Group startsTrue or False
f
Darla is quiet and shy and does not enjoy interacting with others unless it is strictly for a work project. Her supervisor, Ted, is sending her to a networking event where he hopes Darla will make connections with new clients. Based on Darla's attitude, Ted is making the correct choice by sending her. Group startsTrue or False
f
Leadership is the ability to marshal human, informational, and other resources to get something done. Group startsTrue or False
f
Management by measurement is a control principle that states that managers should be informed of a situation only if data show a significant deviation from standards. Group startsTrue or False
f
Members of a group that are asking "What's next?" are in the performing stage of team development. Group startsTrue or False
f
Quality assurance programs have been successful in many manufacturing environments because they increase workers' autonomy over the work process. Group startsTrue or False
f
The Dunning-Kruger effect is a cognitive bias whereby people who are competent at something are unable to recognize their own competence. And not only do they fail to recognize their own competence, they're also likely to feel that they actually are incompetent. Group startsTrue or False
f
The unofficial communication system of the informal organization, a system of gossip and rumor, is known as jargon. Group startsTrue or False
f
Too much conflict in the workplace usually leads to apathy. Group startsTrue or False
f
When you encounter a medium barrier, the recipient of the message doesn't respond enough. Group startsTrue or False
f
When you grandstand and boast about your greatness, you are promoting yourself. Group startsTrue or False
f
Which type of communication is highest in media richness? face-to-face newsletter telephone videoconference
face-to-face
Transactional Leadership
focuses on clarifying employees' roles and task requirements and providing rewards and punishments contingent on performance.
Feedforward Control
focuses on preventing future problems
Servant Leadership
focuses on providing increased service to others—meeting the goals of both followers and the organization—rather than to yourself
A committee investigating the impacts of health care reform on the organization is an example of a(n) informal group. peer-to-peer network. formal group. virtual team.
formal group.
2 types of Informal communication channels
grapevine and face to face
Employees value high self-awareness, appreciation of others, and openness to feedback which are characteristics of a ________ leader. situational humble transformational servant
humble
Cognitive empathy
identifying how another person feels and consider what they may be thinking
Avoiding
ignoring or suppressing a conflict
Ethical leadership
includes communicating ethical values to others, rewarding ethical behavior, and treating followers with care and concern.
A company that works to create a culture that encourages rank-and-file employees to make suggestions, question the status quo, and also measure employee growth, is developing which perspective of the balanced scorecard? customer perspective internal business perspective financial perspective innovation and learning perspective
innovation and learning perspective
Relationship orientated style
is the best for situations with moderate control
Communication
is the transfer of information and understanding from one person to another.
Supportive, value-based, and work facilitation are examples of the ________ element in House's revised path-goal leadership model. leader behaviors environmental factors leadership effectiveness employee characteristics
leader behaviors
Financial statements
mmary of some aspect of an organization's financial status
Women
more democratic or participative
When a pharmacist can't read a prescription because of a doctor's poor handwriting, the message is disrupted by ________, which is defined as any disturbance that interferes with the transmission of a message. decoding feedback noise encoding
noise
Rich medium
nonroutine situations and to avoid oversimplification
Compassionate empathy
not only grasp a persons predicament and feel their feelings but are moved to help in some way
4 kinds of Transformational Leadership
o (1) Inspirational Motivation, (2) Idealized Influence, (3) Individualized Consideration, and (4) Intellectual Stimulation
process for Building Effective Teams
o Collaboration o Trust o Performance Goals & Feedback o Motivation through Mutual Accountability & Interdependence o Team Composition o Roles o Norms Effective Team Processes
·2 Situational Approaches to Leadership
o Contingency Leadership Model: Fiedler's Approach o Path-Goal Leadership Model: House's Approach
· the Balanced Scorecard
o Financial Perspective o Customer Perspective o Internal Business Perspective Innovation & Learning Perspective
· components of the Communication Process
o Sender o Message o Feedback o Noise o Receiver
· 2 Behavioral Approaches to Leadership
o Task-Oriented Leader Behaviors o Relationship-Oriented Leader Behaviors
Functional turnover
occurs when underperformers leave a firm
Kennedy, who exhibits feminine communication norms, is likely to interrupt her coworker to add her own opinions. phrase requests in question form. make declarative statements about her accomplishments. avoid letting anyone know if she is unsure about an answer.
phrase requests in question form.
Emotional empathy
physically feel what another feel
A Deloitte Insights survey found that companies are using AI to support continuous improvement, reduce errors and defects, and manage total quality. reduce errors and defects, increase productivity, and enhance supply chain management. implement Deming management, enhance supply chain management, and support continuous improvement. manage total quality, enhance supply chains, and implement statistical process controls.
reduce errors and defects, increase productivity, and enhance supply chain management.
Dominating
relying on authority and power to resolve a conflict
Empowering leadership
represents the extent to which a leader creates perceptions of psychological empowerment in others.
________ power, which all managers have, is power that results from a managers' authority to offer praise and pay raises, even promotions to their subordinates. Coercive Reward Informational Legitimate
reward
In ________ teams, there is an expectation of increased productivity and quality of work life because employees are delegated greater authority and granted increased autonomy. problem-solving collaborative virtual self-managed
self-managed
Managers use ________ to visualize how strategic goals relate to one another and to overall firm success. Six Sigma total quality management a balanced scorecard approach strategic maps
strategic maps
If Diamond, a corporate recruiter, wants to selectively recruit passive job candidates, she should utilize the LinkedIn social media network. Group startsTrue or False
t
Rafael's team needed to make a few key decisions regarding their current project. To spark discussion, without hurting people's feelings, Rafael could implement programmed conflict in the form of devil's advocacy or the dialectic method. Group startsTrue or False
t
Team composition reflects the collection of jobs, personalities, values, knowledge, experience, and skills of team members. Group startsTrue or False
t
The simplest definition of productivity is outputs divided by inputs. Group startsTrue or False
t
Veronica thinks Yu-Chen is arrogant. Yu-Chen thinks Veronica is unprofessional. Forcing Veronica and Yu-Chen to work together could diminish both workers' well-being. Group startsTrue or False
t
When Riley, a physical therapist, prescribes stretches and exercises to his patients, he is communicating externally. Group startsTrue or False
t
total quality management (TQM) is a comprehensive approach led by top management and supported throughout the organization that is dedicated to continuous quality improvement, training, and customer satisfaction. Group startsTrue or False
t
Kendall frequently spots issues that will affect both her team in Sacramento and their counterparts in San Bernardino. Kendall plays a ________ role by setting meetings with both teams so they can work openly and coordinate smoothly. leadership task relationship maintenance
task
A(n) ________ could be a collection of five employees who are studying industry pay scales, with the goal of making recommendations for adjusting pay grades within their company. union group association team
team
Sender
the person wanting to share information
Work teams -
they have a clear purpose that all memebers share
Conceptual skills
to draft an organization's mission, vision, strategies, and implementation plans
Cognitive abilities
to identify problems and their causes in rapidly changing situations
Interpersonal skills
to influence and persuade others
Business skills -
to maximize the use of organizational assets
Women
transformational leadership behaviors
Transformational Leadership
transforms employees to pursue organizational goals over self-interests.
The two core principles of TQM are development of strong organizational culture and continuous improvement of work processes. improvement of employee morale and enhancement of shareholder satisfaction. uniform focus on delivering customer value and continuous improvement of work processes. uniform focus on delivering customer value and improvement of management-employee relationships.
uniform focus on delivering customer value and continuous improvement of work processes.
Which of the following is most important for the team leader to encourage during the storming stage of group development? socializing among members celebrating accomplishments completing the tasks voicing of disagreements
voicing of disagreements
Dysfunctional turnover
when company's best performers leave
Advantages of employee tracking and monitoring
§ Catches theft § Harrasment § Reduce time wasting incidents § Ensures safe practices
Disadvantages of employee tracking and monitoring
§ Concerns for privacy § Lack of trust § Misuse of information
• 4 components of TQM
§ Make continuous improvement a priority § Get every employee involved § Listen to and learn from customers and employees Use accurate standards to identify and eliminate problems
o TQM Tools, Techniques, & Standards
§ Outsourcing § Reduced Cycle Time § Statistical Process Control § Six Sigma & Lean Six Sigma § ISO 9000 & ISO 14000
Six Sources of Power
· (1) Legitimate; (2) Reward; (3) Coercive; (4) Expert; (5) Referent; (6) Informational
Types of Control
· (A) Feedforward, (B) Concurrent, and (C) Feedback
Conflict-Handling Styles
· : (1) Avoiding; (2) Obliging; (3) Dominating; (4) Compromising; (5) Integrating
Steps in Controlling for Effective Performance
· : (1) Planning, (2) Organizing, (3) Leading, and (4) Controlling
inactivity
• Too little conflict
warfare
• Too much conflict
