Management exam 2
Electronic data interchange __________.
Allows organizations to exchange business transaction documents such as invoices or purchase orders, using direct computer to computer networks
As the term is used in business, which one of the following is an example of control?
Amanda is reviewing the overnight quality report to check for variation in the measurements from the matching department
__________ is a personality trait model that includes extraversion, agreeableness, conscientiousness, emotional stability, and openness to experience.
Big Five Model
__________ is the second step in the control process.
Comparing actual performance against a standard
The one Big Five personality dimension most likely to predict success at work is __________.
Conscientiousness
__________ is the instantaneous transmission of messages on networked computers.
__________ is a feedforward means for managers trying to control employee theft.
Educating and training employees about the policies
Theories in leadership evolved from trait and behavior to include contingency models. What was the first comprehensive contingency model?
Fielder contingency model
__________ is a term used to describe a manager out in the work area interacting directly with employees.
Management by walking around
Self-serving bias is __________.
The tendency for individuals to attribute their own successes to internal factors while putting the blame for failures on external factors
Many of the early theories of leadership examined specific behaviors. Which of the following described leadership behavior in terms of autocratic styles and democratic styles?
University of Iowa
Physiological needs are __________.
__________ are a person's needs for food, drink, shelter, sexual satisfaction, and other physical needs.
The "calm waters" metaphor is __________.
a description of organizational change that likens change to a large ship making a predictable trip across a calm sea and experiencing an occasional storm.
The job characteristics model is __________.
a framework for analyzing and designing jobs that identifies five primary core job dimensions, their interrelationships, and their impact on outcomes
__________ involves employees in decision making, delegates authority, and uses feedback as an opportunity for coaching employees.
a leader with democratic style
__________ is a purpose to be conveyed.
a message
Survey feedback is __________.
a method of assessing employees' attitudes toward and perceptions of a change
Open-book management is defined as __________.
a motivational approach in which an organization's financial statements (the "books") are shared with all employees
__________ is a variable compensation plan that pays employees on the basis of some performance measure.
a pay-for-performance program
Balanced scorecard is __________.
a performance measurement tool that looks at more than just the financial perspective
One important premise of Fiedler's contingency model is ____________.
a person's leadership style does not change
__________ confers simultaneously by telephone, e-mail, or video screens.
a teleconfrence or videoconfrence meeting
__________ is the failure to show up for work.
absenteeism
Organizations desire to limit absenteeism because _________________.
absenteeism is expensive in both dollar outlay and lost productivity
Star workers and star athletes share a high need for ______________.
achievement
__________ is listening for full meaning without making premature judgments or interpretations.
active listening
In 2007 the U.S. economy went into a deep recession lasting two years. Many households held on to their cars longer rather than trade them in for a new model, causing many dealerships to miss their sales quotas. The appropriate response in this situation would be to_____________
adjust the sales quotas until the economy recovered
"I like working at ABC Corp because the people there are so friendly and helpful." This statement is a reflection of the __________ component of attitude.
affective
__________ is the part of an attitude that's the emotional or feeling part.
affective component
Disciplinary action is __________.
an action taken by a manager to enforce the organization's work standards and regulations.
__________ is the assumption that others are like you.
assumed similarity
In addition to reading and writing skills, the success of understanding depends on the __________ of both the sender and the receiver.
attitudes
__________ is an evaluative statement, either favorable or unfavorable, concerning objects, people, or events.
attitudes
Pam loves her job. She starts her day every morning deciding on what the day's priorities will be and how she can get them done. There are very few constraints that Pam has to deal with in her job. Which of the following job characteristics is most motivating to Pam?
autonomy
__________ is corrective action that looks at how and why performance deviated before correcting the source of deviation.
basic corrective action
"I will not apply for the open position in Ms. Jones department. I hear she can be a hard taskmaster." This statement represents the ____________ component of attitude.
behavioral
__________ is the part of an attitude that refers to an intention to behave in a certain way toward someone or something.
behavioral component
Which of the following terms refers to a standard of excellence against which to measure and compare?
benchmark
__________ is the search for the best practices among competitors or noncompetitors that lead to their superior performance.
benchmarking
In which one of the following situations does communication occur?
bernice explains the operating instructions to Luann, who then demonstrates she can operate the equipment
__________ is gestures, facial configurations, and other body movements that convey meaning.
body language
Michael is very pumped up about the new direction his company is headed in. With everything new that is about to take place, Michael's boss enlists his help as a __________.
change agent
Which of the following is someone who acts as a catalyst and assumes the responsibility for managing the change process?
change agent
in the calm waters metaphor....
change is viewed as a temporary distraction in otherwise predictable environment
Smithy's, the local coffee shop, is switching to an online pay system. What kind of organizational change are they facing?
changing technology
People feel drawn to Collette as if by a magnet. She makes those around her feel indispensable to her "cause": a department that is the highest performing in the company. Her followers work hard to achieve their goals, knowing she will support them when they take calculated risks. Collette fits the description of a(n) _________ leader.
charismatic
__________ are enthusiastic, self-confident leaders whose personalities and actions influence people to behave in certain ways.
charismatic leaders
__________ is made up of the beliefs, opinions, knowledge, or information held by a person.
cognitive component
At a fast-food restaurant, cooks hear a symphony of buzzers and beepers. Some tell the burger people when to turn the meat and when to remove it from the grill. Others warn that the french fries are done. Each of these is a type of ___________ control.
concurrent
Every 15 minutes, Bobbi Jo, a quality auditor, pulls a part from the bin of die castings and measures several important features on the part to verify that it meets the customer's specifications. This behavior is a type of ___________.
concurrent control
__________ is a control that takes place while a work activity is in progress.
concurrent control
At Research and Testing, Inc., the management believes it is treating employees respectfully, paying a fair wage, and offering benefits that are important to them. But productivity is not as high as management would like and both turnover and absenteeism are running higher than expected. To help solve the problem, Research and Testing, Inc. should ____________.
conduct an employee attitude survey
What the researchers in the Michigan study called employee-centered behavior, the researchers in the Ohio State study called _____________.
consideration
__________ is the extent to which a leader has work relationships characterized by mutual trust and respect for group members' ideas and feelings.
consideration
__________ is the management function that involves monitoring activities to ensure that they're being accomplished as planned and correcting any significant deviations.
control
Within appropriate limits, employees at ABC Company can make decisions about how and when they perform work. Each one must submit reports of their weekly work along with their time cards. This is evidence of an effective _____________.
control system
__________ is the ability to combine ideas in a unique way or to make unusual associations between ideas.
creativity
__________ is retranslating a sender's message.
decoding
Penny seeks input from her subordinates and encourages them to express their opinions in situations that involve their work. Penny is a _________ leader.
democratic
The common theme of the contingency theories is _____
each seeks to define the best leadership style for different kinds of situations
__________ is a technique used for reducing resistance to change and is used when resistance is due to misinformation.
education and communication
"Intelligence will get you into the game of leadership but you need ____________ to stay in the game and advance in the organization," according to some leadership experts. In fact, without it, promotions are decidedly less likely.
emotional intelligence
Linda's daughter and grandchildren have moved back in with her, creating unwanted drama in her life and causing her work performance to suffer. As her supervisor, you recommend Linda take advantage of the company's _______________.
employee assistance program
__________ is a performance measure of both efficiency and effectiveness.
employee productivity
Which of the following includes personal attention and expressing interest, approval, and appreciation for a job well done?
employee recognition programs
Mike has a huge report to work on at home this evening. On the way out of the office, he grabs a pack of copier paper to take home for his personal printer. That evening after completing his report and printing out a couple copies for the office, he also prints out a few recipes and an online student assignment for his 9th grade daughter. It is likely that Mike is participating in which of the following?
employee theft
Because of the technological advances in communication, _____________.
employees are reachable is more locations
Managers should be interested in perception because _____________.
employees, using their own personal filters, form their idea of reality by the way they interpret events and then decide how to respond based on those perceptions
__________ is the act of increasing the decision-making discretion of workers.
empowerment
Communication is a seven-step process. Which of the following is the first step a manager who wishes to communicate new ideas would do?
encoding
__________ is converting a message into symbolic form.
encoding
The key elements of motivation are ________________.
energy, direction, persistence
According to Robert House, the style a leader should use with an individual depends on _____________.
environmental and employee contingency factors
__________ are a person's needs for internal factors such as self-respect, autonomy, and achievement, and external factors such as status, recognition, and attention.
esteem needs
For a manager, communication is important because __________.
everything a manager does involves communication
Annie is working in an organization where her paycheck reflects how many hours she has worked with each paying client. For her, this seems very fair and motivating. This type of pay-for-performance plan is associated with which of the following motivation theories?
expectancy theory
Chris loves meeting people at work. Some say he has never met a stranger. This behavior has served him very well in his position as he has built a large network of support. This part of his personality may be best characterized by which of the following?
extraversion
__________ is a technique used for reducing resistance to change and is used when resisters are fearful and anxiety-ridden.
facilitation and support
Which of the following transmits documents containing both text and graphics over ordinary telephone lines?
fax machines
Annual employee performance evaluations are a popular form of ______________.
feedback
__________ is a control that takes place after a work activity is done.
feedback control
Kontek knew a drill bit could make approximately 100,000 holes within tolerance before the bit was so worn that the hole size was too small. So it changed the bits after about 95,000 holes drilled. This is an example of _____________ control.
feedforward
__________ is a control that takes place before a work activity is done.
feedforward control
Leaving out an important detail about an incident is a form of _______________.
filtering
__________ is the deliberate manipulation of information to make it appear more favorable to the receiver.
filtering
The __________ step in the control process is measuring actual performance.
first
Situational leadership theory focuses on the ______________ because ________________.
followers; they are the ones who accept or reject the leader
In a global organization, managers must often rely on _________ and technology to control its operations.
formal reports
__________ is the proposition that specific goals increase performance and that difficult goals, when accepted, result in higher performance than do easy goals.
goal setting theory
Which of the following provides specific direction to employees and managers and is the foundation of planning?
goals
The EPA is planning to stiffen the requirements for cleaning pollutants from the stacks of coal-fired electricity generating plants, requiring a 30% reduction by 2025. With respect to organizational change, this would represent a change in ____________.
government regulations
__________ is a general impression of an individual based on a single characteristic.
halo effect
A leader is someone who ___________.
has managerial authority and exercises influence over others
Kitty thought it humorous when Margaret told her she was "fixin' to go home," a phrase common to the southern U.S. This is an example of ____________.
how language affects communication
Which of the following is an individual who actively and enthusiastically supports new ideas, builds support, overcomes resistance, and ensures that innovations are implemented?
idea champion
Which one of the following is an example of negative reinforcement?
if you and Cara can avoid getting into an argument for 90 days, I will remove the disciplinary actions from your record and no additional action will be taken
__________ is corrective action that corrects problems at once to get performance back on track.
immediate corrective action
John has studied Maslow, Herzberg, Gilbreth, and House to see if he can identify factors that will cause his employees to work more effectively and efficiently. John is looking for ways to __________.
improve productivity
Marlin can't understand why Jacob, a recent college graduate in his early twenties, isn't performing up to Marlin's expectations. Marlin made sure the job was well structured with clear task definition. If Jacob is typical of his generation, he would prefer ____________.
independence and variety of experiences
The ultimate goal of organizational behavior is to _______________.
influence how employees behave
__________ is what occurs when information exceeds our processing capability.
information overload
__________ is taking creative ideas and turning them into useful products or work methods.
innovation
__________ is the moment when all efforts successfully come together.
inspiration
__________ is interactive, real-time communication among computer users who are logged on to the computer network at the same time.
instant messaging
Research has identified five dimensions that make up the concept of trust including __________, which is honesty and truthfulness.
integrity
The most critical element of trust is _____________________.
integrity
__________ is activities that attempt to make several work groups more cohesive.
intergroup development
_____________ is an organizational communication network using Internet technology that is accessible only to organizational employees.
intranet
Controlling is __________.
is the process of monitoring, comparing, and correcting work performance.
Feedback is an important part of the communication process because __________.
it is the mechanism to check for understanding
An important advantage of written communication is ___________.
it leaves a more permanent record
__________ is specialized terminology or technical language that members of a group use to communicate among themselves.
jargon
__________ is combining several simple jobs into one larger job.
job enlargement
__________ is the vertical expansion of a job by adding planning and evaluating responsibilities.
job enrichment
__________ is an employee's general attitude toward his or her job activities rather than task performance.
job satisfaction
An effective control system will ____________.
lead to the achievement of organizational goals
__________ dictates work methods, makes unilateral decisions, and limits employee participation.
leader with an autocratic style
__________ is one of Fiedler's situational contingencies; it describes the degree of confidence, trust, and respect employees have for their leader.
leader-member relations
__________ is a process of influencing a group to achieve goals.
leadership
__________ is any relatively permanent change in behavior that occurs as a result of experience.
learning
In his research, Fiedler used the ________________ questionnaire to determine an individual's basic leadership style.
lest-preferred coworker
__________ measure an organization's ability to meet its current debt obligations.
liquidity ratios
Research has identified five dimensions that make up the concept of trust including __________, which is the willingness to protect a person, both physically and emotionally.
loyalty
__________ is a measure of the degree to which people are pragmatic, maintain emotional distance, and believe that ends justify the means.
machiavellianism
In the balanced scorecard approach, ________________.
managers set goals and measure performance in multiple areas important to organizational success
__________ is the process by which a person's efforts are energized, directed, and sustained toward attaining a goal.
motivation
__________ states that intrinsic factors are related to job satisfaction and motivation, whereas extrinsic factors are associated with job dissatisfaction.
motivation-hygiene theory
Which of the following increases job satisfaction and motivation?
motivators
__________ is the drive to succeed and excel in relation to a set of standards.
need for achievement
__________ is the desire for friendly and close interpersonal relationships.
need for affiliation
__________ is the need to make others behave in ways that they would not have behaved otherwise.
need for power
Personal observation is considered an inferior source of information because ____________.
observer may miss something important
Research has identified five dimensions that make up the concept of trust including __________, which is the willingness to share ideas and information freely.
openness
__________ states that behavior is a function of its consequences.
operant conditioning
__________ is methods of change that focus on people and the nature and quality of interpersonal work relationships.
organization development
B. Dillon is a company that is trying to grow from a culture focused on sales to a culture that is focused on customer relations. This represents which of the following OB focus areas?
organizational
__________ is any alteration of people, structure, or technology in an organization.
organizational change
__________ is an organizational communication network using Internet technology that allows authorized organizational users to communicate with certain outsiders such as customers or vendors.
organizational extranet
__________ is an organizational communication network using Internet technology that's accessible only to organizational employees.
organizational intranet
Danielle believes her boss is an ogre. He threatens her with termination if she does not perform well and places unrealistic demands on her, often giving her too little time to complete tasks. She lives in fear of his angry outbursts. The tension in the office is thick enough to cut with a knife. Danielle's stress stems from _________.
organizational leadership
When Rick objected to changes announced during the employee meetings, the rest of the employees supported him. So the plant manager began speaking with Rick before the meetings to forewarn him of the changes and solicit his opinion about them then presented the changes as a joint decision. From that point on, Rick spoke in support of the changes. Which method of reducing resistance did the plant manager use?
participation
__________ is a technique used for reducing resistance to change and is used when resisters have the expertise to make a contribution.
participation
Using active listening techniques helps the receiver of a message to _______________.
pay attention to the full meaning of the message
__________ involves the way you see things.
perception
Yohnna had been told no several times and by several people as she was working to accomplish her goal. But no matter how many no's she heard, she would not give up until the goal was accomplished. Yohnna is displaying what element of motivation?
persistence
Delta described her coworker as friendly, open, and gregarious, but subject to mood swings. Delta was talking about her co-worker's ___________.
personality
In most organizations, the financial budget serves as both a ________ tool and a ________ tool.
planning; controlling
__________ is one of Fiedler's situational contingencies; it describes the degree of influence a leader has over activities such as hiring, firing, discipline, promotions, and salary increases.
position power
__________ is using outside consultants to assess organizational processes such as workflow, informal intra-unit relationships, and formal communication channels.
process consultation
Hersey and Blanchard's interest in followers focused on their _____________.
readiness
The best way that managers can manage negative behavior in the workplace is which of the following?
recognize it's there
If Romeo wants to encourage more innovation among his employees, he should __________.
reward both successes and failures
Which of the following occurs when role expectations are not clearly understood?
role ambiguity
Which of the following is defined as work expectations that are hard to satisfy?
role conflicts
Human resource professionals wear many hats. They are legal advisors, safety experts, negotiators, disciplinarians, trainers, and many more. This situation can lead to stress caused by __________.
role overload
Which of the following is defined as having more work to accomplish than time permits?
role overload
__________ are a person's needs for security and protection from physical and emotional harm.
safety needs
The major contribution of Herzberg's motivation-hygiene theory is ___________.
satisfaction and dissatisfaction are two different scales
Several people saw a hit-and-run accident. When police questioned the witnesses, they heard different descriptions of the vehicle that left the scene. These differences can be caused by __________
selective perception
__________ include a person's need to become what he or she is capable of becoming.
self-actualization needs
In the sales department Hal is constantly trying to bring in the highest revenue each quarter. Hal fully believes he is able to do this, no matter the hurdles. He continues to stay focused on the goal and puts in all his effort. Which of the following goal-performance contingencies is Hal leveraging?
self-efficacy
__________ is an individual's degree of like or dislike for himself or herself.
self-esteem
__________ is a personality trait that measures the ability to adjust behavior to external situational factors.
self-monitoring
__________ is the process of guiding learning in graduated steps using reinforcement or lack of reinforcement.
shaping behavior
__________ is a leadership contingency theory that focuses on followers' readiness.
situational leadership theory
__________ is the degree to which a job requires a variety of activities so that an employee can use a number of different skills and talents.
skill variety
McD's Corp. encourages its employees to participate on one of the many internal athletic teams it sponsors because, among other reasons, it discovered that participants were less likely to resign. Abraham Maslow would suggest these participants were fulfilling their ___________ needs.
social
On-the-job training is a good example of __________
social learning
__________ states that people can learn through observation and direct experience.
social learning theory
__________ are a person's needs for affection, belongingness, acceptance, and friendship.
social needs
__________ is judging a person on the basis of one's perception of a group to which that person belongs.
stereotyping
Which of the following is defined as factors that cause stress?
stressors
__________ is the third step in in the control process.
taking managerial action
__________ is one of Fiedler's situational contingencies; it describes the degree to which job assignments are formalized and structured.
task structure
__________ is using activities to help work groups set goals, develop positive interpersonal relationships, and clarify the roles and responsibilities of each team member.
team-building
Research has identified five dimensions that make up the concept of trust including competence, which is __________.
technical and interpersonal knowledge and skills
Emotional intelligence is ____________.
the ability to understand one's own emotions and to read others' emotions, and to adjust one's actions accordingly
__________ consists of the seven elements involved in transferring meaning from one person to another.
the communication process
Credibility is __________.
the degree to which followers perceive someone as honest, competent, and able to inspire
innovation is not complete until________
the idea has become a useful product
____________ is a strong motivator for contingent workers.
the prospect of permanent employment
When the verbal message and the body language are in conflict with each other, ____________.
the receiver of the message will rely more on the body language than on the words
To be useful for control, information must be ______________.
the right type, at the right time, and the right amount
Communication is __________.
the transfer and understanding of meaning
Jim never could trust his team. He knew that every time he was out of the office they would be loafing off and not getting their work done. He also knew that unless he watched them very carefully, the work they did do would be inadequate to reach the team's goals. Which of the following motivation theories best represents the way Jim might lead his team?
theory x
Although research has not revealed a set of traits all leaders possess, we have discovered that ____________.
there is consistency in the traits underlying what leaders do
Larry thanks his subordinates every day for coming to work and giving their best. He makes sure they have the tools and materials they need, when they need them. He offers words of encouragement and takes an interest in each worker personally as well as professionally. He does what he can to make the work interesting and challenging. Larry knows that _____________.
these actions contribute to job satisfaction and satisfied workers are more productive
Gen Y workers are unlike earlier generational cohorts because __________.
they have grown up with a broad range of opportunities and experiences
__________ states that three acquired (not innate) needs—achievement, power, and affiliation—are major motives in work.
three-needs theory
__________ are leaders who lead primarily by using social exchanges (or transactions).
transactional leaders
__________ are leaders who stimulate and inspire (transform) followers to achieve extraordinary outcomes.
transformational leaders
__________ is the belief in the integrity, character, and ability of a leader.
trust
Trust has become more important in today's organizations because _____________.
trust in leadership leads to greater organizational success
__________ is the voluntary and involuntary permanent withdrawal from an organization.
turnover
Alexandria never turns off her work cell phone, believing she must be available 24/7/365. She answers emails and texts while on vacationlong dash—on those rare occasions when she actually takes a vacation. She is driven to succeed, always with her eye on the next promotion. Alexandria is the typical _________ personality.
type A
Danylle has heard the new vision for her team, and has a basic understanding that things can't stay the way they are, but she is still not excited about the change. The best way to describe Danylle's resistance to change is which of the following?
uncertainty
One of the wisest things a manager can do about the grapevine is ____________.
understand the social and communication networks the employees use to do their work
During the announcement of the merger between Body Metal and Shimmer, the two CEOs neglected to mention that to avoid duplication, some positions would be eliminated and employees would lose their jobs. The combining of the two product lines into one would also require a reduction in force. Some would consider this omission to be ____________.
unethical communication
Kurt Lewin's model in dealing with change involves __________.
unfreezing, moving, and refreezing
__________ is a feedforward means for managers trying to control employee theft.
using careful prehiring screening
When Elaine was trying to motivate her team toward a challenging goal, she often said, "We MUST get this done!" She would emphasize the word "must." This is called which of the following?
verbal intonation
__________ is an emphasis given to words or phrases that conveys meaning.
verbal intonation
"Come with me on a journey into the future. We will change the way people interact with each other and with their environment. The world will be a better place because of the products we will produce." These are statements likely made by a(n) _______________ leader.
visionary
__________ is the ability to create and articulate a realistic, credible, and attractive vision of the future that improves upon the present situation.
visionary leaderhsip
__________ is a system that digitizes a spoken message, transmits it over the network, and stores it for a receiver to retrieve later.
voice-mail
It is important to carefully select what activities will be measured because ___________.
what get measured gets monitored
Managers are well advised to think carefully about the behaviors they reward because __________________.
what gets rewarded gets repeated
GHI Inc. operates in an industry known for innovation of new products. Customer preferences change frequently. Competitors who cannot produce new products or improvements to existing products do not survive. Turnover is high. GHI has tried many programs to keep talent. It appears the metaphor most fitting for GHI's situation is the ________________ metaphor.
white water rapids
Advances in technology have given managers useful tools to control their organizations but have also created concerns about ___________.
worker privacy