Management Exam 4 Ch12-15

_____________ is the stage of budgetary control that deals with identifying what is being accomplished and comparing the results with expectations.

Performing budgetary operations

As Miguel sits down, Pilar's nonverbal signals show

a coolness.

Shelly praised Susan via email for how well she executed an employee training program last week. Shelly is engaging in the ________ process using a(n) __________ medium

encoding; written

Assume that the owner of Zenplace came up with the idea of machine-based realtors by reading real-estate journals and attending trade shows. Based on this information, Zenplace most likely utilized __________ in assessing external trends.

environmental scanning

Pilar and Miguel are having a(n) ______, which is the richest form of communication medium.

face-to-face conversation

When Legal Sea Foods immediately tests the fish before packaging and shipping it to its restaurants, it is using ________ control.

feedforward

"Yikes! In my meeting with my boss, I can't tell her exactly what just happened! I will have to withhold some of the facts and skew the results a bit," thought Peggy. Peggy is planning to use ____________ when meeting with her manager.

filtering

Assume the change at one of Bergman's locations works out well, and Harry begins to convert many or all of the company's locations to being automated. What stage of the Three-Stage Change Model would he be exhibiting?

refreezing

At the meeting between Miguel and Pilar, it is apparent that Miguel needs to improve upon which of the following keys to effective listening?

resisting distractions

_____ starts with the assumption that organizations are collections of people performing many different but related activities to satisfy customer needs.

Activity-based costing

______________ is(are) present when a team gives its highest performance.

High cohesiveness and high-performance norms

___________ is about creating a new product while __________________ is the transformation of an idea into something useful.

Invention; innovation

Select the true statement about emerging technologies.

Managers should monitor them, but they might not want to invest in them until they are more fully developed.

_____ control uses prices, competition, and exchange relationships to regulate activities as though they were economic transactions.

Market

Select the statement that is true about parallel teamd

Their charge is to recommend solutions to specific problems.

Legal Sea Foods considers performance as more than just financial performance. The company also emphasizes customer satisfaction, employee training, and business processes. These are all components of a ____ approach to managerial control.

balanced scorecard

In the three-stage model for managing resistance to change, the moving stage

begins with establishing a vision of where the company is heading.

In deciding to introduce machine-based realtors, Zenplace had to take all of the following into consideration except

brand recognition.

Amy and Mike seem to be advocating that control be ______ while Leo believes it should be ______.

bureaucratic; clan

"I can see that you're stuck on that problem," said Raul to his subordinate. "You need some new ideas. I recommend that you assemble a team to help you. A team

can bring about innovation and change."

"Have you heard the latest rumor? Our company is up for sale again," whispered Roland with alarm. "I guess it's time to start updating my résumé and taking time off for interviews with other firms, because layoffs are inevitable." Roland is experiencing one of the negative implications of the company grapevine: the grapevine

can lead to anxiety in employees and harm operations.

Pilar is a senior account manager at Midnight Visions and oversees Miguel's work. Due to this arrangement, when Pilar attempts to give Miguel suggestions on how to improve his project management, it is considered which type of organizational communication?

coaching

The purpose of using a balanced scorecard is for

companies to make sure their business activities align with strategy.

Legal Sea Foods' shipping department ensures that the vacuum-sealed seafood is shipped via truck or air to the correct restaurants. This is an example of ________ control.

concurrent

Threadless receives immediate customer feedback on specific promotions through online orders. What type of control does this represent?

concurrent

Strategy maps utilize the ______________ viewpoint of management theories.

contingency

For an airline company, frequent reliable departures are a measurable objective for which perspective?

customer

Juan and Rita are both very unhappy that since the merger they have transitioned from having their own roles and offices to sharing roles and offices with employees from the other company. Which of the following reasons for employee resistance to change does this situation most closely represent?

inertia

"I am implementing a boundaryless organization—an organization without significant barriers to information flow," said Jill Smart, Chief Information Officer. "This free flow does not imply a random free-for-all of unlimited communication and information overload. Rather, it means

information will be available as needed."

Larry McLeod, Chief Financial Officer, told the CEO, "Paydown of our two largest debts this past year really helps our financial picture. Our investors will appreciate that we no longer have these ___________ on our balance sheet."

liabilities

An ineffective way to manage the grapevine within organizations is to

make false denials about gossips.

Threadless sets an annual budget for the next year after the end of the current year's holiday season. The process includes reviewing the current budget and setting goals for the next year. Since this annual budget includes all the major activities of Threadless, it is most likely a(n) __________ budget.

master

When compared to defender and analyzer firms, early adopters of new technologies tend to be

more specialized.

Carlos hears Juan and Rita's complaints about the new employees with whom they have to work with, as well as their threats to quit the company. If Carlos were to reassign Juan and Rita to new, unique roles and separate them from Ronny and Bill, it would signal that Carlos has moved into the _____________ stage of managing resistance.

moving

Phone interruptions, thoughts about other things, and fatigue and stress may block perfect understanding between the communicating parties. These are examples of _____ in the communication process.

noise

Miguel entered the office of Pilar, his manager, and was very excited about the success of his campaign. Pilar, however, did not display a similar level of excitement as she quietly said, "That's great." Miguel might have noticed this as a foreshadowing of things to come if he'd only been better at which of the following receiver skills?

observing

In the second meeting Miguel has with Pilar, he communicates more effectively. Based on the communication model in the text, what technique is Miguel using to improve communication?

offering feedback

In computer-controlled production technology, the strategy of _____ control is more efficient because deviations are controlled closer to their source.

operator

Early on in its history, Southwest Airlines did not assign a seat number. Instead they issued a letter that placed passengers in a boarding queue. Southwest Airlines' method of not assigning passengers a specific seat number would be considered a _____________ innovation.

process

"Boss, we will need to integrate a timer as a new technology into our control system. However, as you know, we don't manufacture timers. If you agree, I will arrange to ______________; that will be the simplest, easiest, and most cost-effective way to acquire this new technology," said Stan Brown, engineering manager.

purchase it

"Mark, as you progress in your career, always anticipate and prepare for an uncertain future. Create and manage the future you want," said Hilary, Mark's manager. "Don't let the future manage you. Don't engage in ____________ by responding to pressure after a problem has already arisen. That's what followers do."

reactive change

What is the third step in the basic communication process?

receiver decodes

Which of the following is an advantage to internally developing machine-based real estate programs, such as what Zenplace has done?

technology is proprietary

Miguel leaves the meeting saying "Sure, sure. Whatever. I got it." He is showing disrespect to Pilar based on which of the following?

tone

Assume Long and Foster Real Estate company management realizes its current practices are no longer appropriate and decides to copy what Zenplace is doing. What is the first stage in motivating Long and Foster employees to change?

unfreezing

A(n) _______________relationship emerges as a group receives tasks from one unit, processes it, and sends it to the next unit in the process.

work flow

"Rueben, managing relationships with other groups and teams means engaging in a dynamic give-and-take that ensures proper coordination throughout the management system," said Rueben's manager. "Take a strategic approach to building constructive relationships by identifying the roles to be performed by the teams and the distinct patterns of working relationships, including

work flow, service, advisory, and audit."