MGT 3370 exam 3

Which of the following is a primary function of management?

organizing

Which of the following is a primary function of management? influencing cooperating organizing globalizing communicating

organizing

Recruiters for Mountainview College were under extreme pressure to increase an enrollment goal by 10%. As a result, they admitted many students who were marginally qualified and who performed poorly in classes. This is an example of which problem associated with control systems?

overemphasis on means instead of ends

Before the fall term began, professors at Hillview College were required to fill out numerous forms, ranging from performance objectives, surveys, reports to lists of summer contacts with prospective students. Many professors complained that their time would be better spent preparing for their courses. This is an example of which barrier to successful control?

overemphasis on paperwork

Before the fall term began, professors at Hillview College were required to fill out numerous forms, ranging from performance objectives, surveys, reports to lists of summer contacts with prospective students. Many professors complained that their time would be better spent preparing for their courses. This is an example of which barrier to successful control? overemphasis on paperwork overemphasis on means instead of ends overemphasis on one instead of multiple approaches too much control too much flexibility

overemphasis on paperwork

In the ______ leadership model, a leader makes desirable rewards available in the workplace and clarifies how followers can obtain them. behavioral transformational relationship-oriented passive path-goal

path-goal

Daniel teaches sixth grade at a local elementary school. He significantly increased his salary by earning a master's degree in education. This is an example of _____.

pay for knowledge or skill-based pay

A sales commission is an example of a ______ compensation plan.

pay-for-performance

A sales commission is an example of a ______ compensation plan. Scanlon gainsharing pay-for-performance profit-sharing pay-for-knowledge

pay-for-performance

Joe has a summer job hand-dyeing shirts that will be sold on the boardwalk. He is paid $5.00 per shirt. This is an example of a ______ compensation plan.

pay-for-performance

TQM's two core principles are _____.

people orientation and improvement orientation

TQM's two core principles are _____. people orientation and improvement orientation financial health and financial stability radical innovation and continuous improvement employee commitment and customer satisfaction management and leadership

people orientation and improvement orientation

Sue is very aggressive at her job, and her coworkers complain that she often manipulates them and her boss in order to get ahead. She attempts to direct everything and everyone, regardless of the consequences to others or even the organization itself. Sue is expressing what type of need for power?

personal

Sue is very aggressive at her job, and her coworkers complain that she often manipulates them and her boss in order to get ahead. She attempts to direct everything and everyone, regardless of the consequences to others or even the organization itself. Sue is expressing what type of need for power? personal autonomous institutional organizational legitimate

personal

When Nelson saw Betty in the stockroom stuffing her purse with expensive printer cartridges, Betty was quick to say, "We've been friends since first grade, so I'm sure you won't say anything about this." This is an example of using a(n) _____.

personal appeal

When organizations are selecting leaders, research indicates that _____ should be considered more important than intelligence.

personality

Debbie works part time in a coffee shop. Some of the equipment is so noisy it prevents her from correctly hearing what the customer orders. This is an example of a(n) ______ barrier to communication.

physical

Maslow's levels of needs, in order from lowest (most basic) to highest level, are _____. self-actualization, esteem, love, safety, and physiological physiological, safety, self-actualization, esteem, and love physiological, safety, love, esteem, and self-actualization safety, love, esteem, self-actualization, and physiological safety, physiological, esteem, love, and self-actualization

physiological, safety, love, esteem, and self-actualization

The three dimensions of situational control are leader-member relations, the task structure, and _____. organizational culture environment position power psychological empowerment personality

position power

According to the acquired needs theory, the desire to influence others is part of the need for _____.

power

According to the acquired needs theory, the desire to influence others is part of the need for _____. self-actualization affiliation power relatedness achievement

power

Which of the following is not characteristic of an external audit? primarily used when management suspects embezzlement verifies that generally accepted accounting principles have been followed verifies the accuracy and fairness of financial statements performed by CPAs performed by an independent organization

primarily used when management suspects embezzlement

Luis, Grayson, and Tom met once a week for three months to redesign department work spaces, to be implemented when the organization moved to a new building in January. This is an example of a _____. virtual team top management team problem-solving team continuous improvement team cross-functional team

problem-solving team

Theories that try to understand the thought processes by which people decide how to act are called _____.

process perspectives

The workers on the night shift at a manufacturing plant would be considered a(n) ______ team. cross-functional continuous improvement production action project

production

A data processing group is an example of a(n) _____. advice team project team production team routine team action team

production team

A budget is a formal financial _____. audit summary statement projection scorecard

projection

A simple model of motivation does not include which of the following?

punishment

Ted's manager required him to give up his company car since he had missed sales goals for four consecutive quarters. Ted's manager used _____.

punishment

TQM is defined as a comprehensive approach dedicated to continuous _____.

quality improvement, training, and customer satisfaction

Standards are best measured when they are _____. efficient ethical quantifiable broad narrow

quantifiable

An organization that is examining its return on investment (ROI) is using _____. external auditing flexible budgeting trend analysis ratio analysis internal auditing

ratio analysis

In recent studies, the generic influence tactic that employees cite as most used in the workplace is _____.

rational persuasion

Roger was talking to a coworker in a meeting, and wasn't listening when his supervisor announced work assignments. This is an example of what type of barrier to communication?

receiver barrier

When Men's Wearhouse fired a salesperson who wasn't sharing walk-in customer traffic, and total clothing sales volume among all salespeople increased significantly, it _____.

reduced destructive internal competition

Power deriving from one's personal attraction is called ______ power. legitimate coercive referent personalized reward

referent

Trina is outgoing, warm, and truly inspirational when she talks about where she wants to lead her division. Her employees seem eager to do anything she asks. Because of her personality and not her position, Trina has ______ power.

referent

Trina is outgoing, warm, and truly inspirational when she talks about where she wants to lead her division. Her employees seem eager to do anything she asks. Because of her personality and not her position, Trina has ______ power. legitimate referent expert reward coercive

referent

Which of the following is not one of the five stages of team development?

reforming

To achieve psychological growth, according to the self-determination theory, people need to satisfy the three innate needs: competence, autonomy, and _____. safety power pay affiliation relatedness

relatedness

Factors that can help participative management (PM) work include all the following except _____.

relationships foster competition and defensiveness

After three shuttle accidents in three months, one of which resulted in a critical injury to a driver, Citywide Shuttle drivers received additional training and all shuttles were retrofitted with new braking systems. This helps to satisfy which of Maslow's needs? physiological safety love esteem self-actualization

safety

Competence, autonomy, and relatedness are the primary motivations for behavior according to _____. acquired needs theory self-determination theory hierarchy of needs theory expectancy theory two-factor theory

self-determination theory

In ______ teams, the traditional clear-cut distinction between manager and managed is blurred as nonmanagerial employees are delegated greater authority and granted increased autonomy. problem-solving virtual collaborative self-managed action

self-managed

Which of the following is not a consideration in building a group into an effective team? seniority roles performance goals and feedback size motivation through accountability

seniority

Starbucks CEO Howard Schultz has made sure his employees have health insurance and work in a positive environment. He could best be described as which type of leader? servant situational leader-member exchange shared transactional

servant

Which of the following is not a disadvantage of e-mail? rudeness to use in crowded places the less connected coworkers feel emotions often poorly communicated sheer number that must be handled by the average worker decrease in other forms of communication, like greetings and conversations

sheer number that must be handled by the average worker

Research shows that followers seek and admire leaders who create feelings of _____. anticipation freedom individualism significance clarity

significance

Terry was part of an 18-person grounds beautification committee, and among its responsibilities were monthly parking lot cleanup and weekly patio sweeping. He was a part of the committee at his boss's request, but had never actually helped with anything. This is likely an example of _____. devil's advocacy social loafing storming adjourning procrastinating

social loafing

Which of the following best describes ERP systems? software information systems that integrate all aspects of business, helping managers stay on top of the latest developments control systems in which managers are made aware of all deviations from standards comprehensive systems for identifying and measuring changes in productivity popular recruiting systems that help maximize diversity in the workplace training systems for employees that allow self-discovery and correction of weaknesses

software information systems that integrate all aspects of business, helping managers stay on top of the latest developments

A team that meets to solve a onetime problem is called a _____. special-purpose team continuous improvement team self-managed team unit work group

special-purpose team

Oakley Lumber Mill formed a team to help the organization determine a course of action in the wake of a forest fire that temporarily closed access to its mountain satellite office. This is an example of a _____. cross-functional team continuous improvement team self-managed team special-purpose team JIT team

special-purpose team

At UPS, delivery ______ vary according to whether a route is urban, suburban, or rural in nature.

standards

At UPS, delivery ______ vary according to whether a route is urban, suburban, or rural in nature. ratio analyses strategy maps standards RATER scales PDCA cycles

standards

Ken, whose primary job is supervising a small production group, is not getting cooperation from all members on the cross-functional team he leads. In particular, Bethany, a senior marketing manager, seems to resist his direction and tries to influence team members to go in another direction. The source of conflict in this case may be _____. a personality clash time pressure ambiguous jurisdictions communication failure status differences

status differences

The statement "Young men are reckless" reflects a(n) _____.

stereotype

The statement "Young men are reckless" reflects a(n) _____. finding of the grapevine statement of fact stereotype accepted generalization type of jargon

stereotype

Depak's team was not making much progress on defining a new production process. Nicole was being very uncooperative. She did not agree with Depak's direction, and had not completed her tasks. This team is in what stage of group development? norming adjourning storming forming performing

storming

When workers perceive they are being treated fairly on the job, they are most likely to _____.

support organizational change

Judith supervises a call center department that receives stress-producing calls from unhappy customers. Turnover has increased by 33% over the last four months. Judith is understanding and patient with her staff, and tells them she knows what they're going through since it wasn't so long ago that she took those calls. According to revised path-goal theory, Judith is using a(n) ______ leadership style. value-based interaction facilitation work facilitation achievement-oriented supportive

supportive

A(n) ______ role is behavior that concentrates on getting the team's work done. task performance administrative production maintenance

task

Jamal points out during the meeting that the group has fallen a half hour behind schedule according to the agenda, and should get back to the important work at hand. He is performing a ______ role. maintenance social relational task production

task

Marcie frequently requests meetings between her team and counterparts in Portland. She often spots issues that will affect both groups and wants to work openly on coordination so there are no surprises for anyone. Marci plays a ______ role for her team. maintenance task cohesiveness leadership relationship

task

A technician who is responsible for keeping a hospital's electronic equipment in working order has higher ____________ than a person wiping down cars in a carwash.

task significance

A technician who is responsible for keeping a hospital's electronic equipment in working order has higher ____________ than a person wiping down cars in a carwash. task significance feedback task identity skill variety autonomy

task significance

"Do my subordinates perform unambiguous, easily understood tasks?" This question reflects the dimension of situational control called _____.

task structure

One of three dimensions of situational control in the contingency leadership model, ______ is the extent to which tasks are routine, unambiguous, and easily understood.

task structure

The three dimensions of situational control include leader-member relations, position power, and _____. level of seniority organizational environment level of efficiency task structure organizational culture

task structure

Marcel supervises a group of paralegals serving the firm's lawyers. He gets along well with his employees, and has created detailed procedures for all types of legal document they encounter. Marcel hires and fires, and gives work assignments, performance appraisals, and promotions. According to the contingency model, the optimal leadership style here is _____. relationship-oriented transitional consideration transformational task-oriented

task-oriented

Fiedler's contingency leadership model determines if a leader's style is _____.

task-oriented or relationship-oriented

A collection of five employees who are studying industry pay scales, with the goal of making recommendations for adjusting pay grades within their company, is known as a(n) _____. association informal organization team group informal union

team

Of the following, which is not a core job characteristic?

teamwork

Of the following, which is not a core job characteristic? autonomy task identity task significance skill variety teamwork

teamwork

Some managers use _____, which provides four indicators with which organizations can set goals and measure performance.

the balanced scorecard

The motivating potential score (MPS) is calculated as part of using _____. equity theory McClelland's acquired needs theory reinforcement theory the job characteristics model goal-setting theory

the job characteristics model

The source for crowdsourcing is most often _____. executive advisory councils professional associations the online community competitors boards of directors

the online community

Britta is trying to measure her salon's productivity during the first quarter. For this period, she should divide _______ by the costs of her staff, loans, materials and utility bills.

the total salon services and products sold

Communication is _____. the combined activities of speaking and listening a process involving only the sender, message, and receiver the transfer of information and understanding from one person to another speaking or writing so that another is able to comprehend the meaning interpretation of messages sent via any media

the transfer of information and understanding from one person to another

The number one reason people quit their jobs is their dissatisfaction with _____. the lack of opportunities for learning their supervisors long hours their wages or salaries the physical work environment

their supervisors

Which of the following is not a reason to enforce norms? to clarify role expectations to help the group survive to emphasize the group's important values to help individuals avoid embarrassing situations to create a written document of behavioral guidelines for new employees

to create a written document of behavioral guidelines for new employees

Which of the following is not one of the reasons that control is needed in an organization?

to eliminate the need for teamwork

Which of the following is not one of the reasons that control is needed in an organization? to adapt to change and uncertainty to deal with complexity to eliminate the need for teamwork to detect opportunities to decentralize decision making

to eliminate the need for teamwork

Nordstrom department store chain emphasizes the great lengths to which it goes in customer service, an example of which reason to enforce norms? to clarify role expectations to help the group survive to create cohesiveness to emphasize the organization's central values to help individuals avoid embarrassing situations

to emphasize the organization's central values

Which of the following is not a behavioral leadership approach? transformational behavior passive behavior relationship-oriented trait task-oriented

trait

Which of the following is appropriate for workplace e-mail?

trimming of the sender's e-mail when replying

Which of the following is appropriate for workplace e-mail? trimming of the sender's e-mail when replying informality and grammar errors sensitive personal issues complicated topics jokes

trimming of the sender's e-mail when replying

All of the following are reasons why performance falls significantly short of the standard except _____. unawareness of performance drop insufficient management attention unrealistic standards changing conditions insufficient resources

unawareness of performance drop

The two core principles of TQM are _____. development of strong organizational culture, and continuous improvement of work processes uniform focus on delivering customer value, and continuous improvement of work processes uniform focus on delivering customer value, and improvement of management-employee relationships improvement of employee morale, and enhancement of shareholder satisfaction improvement of customer relationships, and development of strong corporate culture

uniform focus on delivering customer value, and continuous improvement of work processes

According to expectancy theory, your ______ is low if you don't think a bonus or raise is going to be big enough to justify working evenings and weekends. reinforcement valence esteem expectancy instrumentality

valence

The HR manager told Jim that the company pays the total health insurance costs for a family of four. As a single man, this benefit did not seem especially important to him right now. Here, Jim is low on the ______ element of the expectancy theory.

valence

Pat is something of a cheerleader around his team. He shares his vision and expresses his confidence in their ability to achieve it. He is quick to compliment and acknowledge their accomplishments, and is enthusiastic about their successes. According to revised path-goal theory, Pat is using a(n) ______ leadership style.

value-based

At Polar Sportswear, orders have significantly exceeded projections, and Chris, the operations director, has decided to hire for a third shift in the plant. Chris is clearly operating with the use of a(n) ______ budget. incremental cash fixed zero-based variable

variable

The type of budget that can be adjusted over time for changing environmental conditions is known as a(n) ______ budget.

variable or flexible

A manager who is instructing his employee about work tasks is communicating _____.

vertically

Of the following, which medium is the richest?

videoconference

Using video and audio links along with computers to allow people at different locations to see, hear, and talk with each other is called _____. telecollaborating audioconferencing collaborative computing videoconferencing telecommuting

videoconferencing

Which of the following is a manifestation of excessive conflict in the workplace?

violence and workplace aggression

Which of the following is a manifestation of excessive conflict in the workplace? missed deadlines indecision apathy lack of creativity violence and workplace aggression

violence and workplace aggression

Rita is on a team that consists of members who interact by computer network to collaborate on project. She is on a(n) ________. remote team self-managed team e-team quality improvement team virtual team

virtual team

Which of the following is most important for the team leader to encourage during the storming stage of group and team development? celebration of accomplishments completing the task empowerment among members voicing of disagreements socializing among members

voicing of disagreements

Who are typical members of continuous improvement teams? customers and suppliers volunteers or workers and supervisors managers and outside suppliers managers and agents representing competitors contractors and vendors

volunteers or workers and supervisors

Erin, a department manager, is struggling trying to lead a cross-functional team. Most members are other department managers at her level, and they see no reason to do what she asks. Here, Erin has _____.

weak position power

During the performing stage of team development, the group answers the question _____

"Can we do the job properly?"

The question individuals ask during the norming stage of group development is _____

"What do the others expect me to do?"

The question the group is asking during the forming stage of group development is _____ "Can we agree on roles and work as a team?" "Why are we here?" "What's next?" "Can we do the job properly?" "Why are we fighting about who does what?"

"Why are we here?"

Generally, people comprehend about ______ of a typical verbal message.

35%

Generally, people comprehend about ______ of a typical verbal message. 35% two-thirds 5% half all

35%

______ leadership approaches attempt to determine the distinctive styles used by effective leaders.

Behavioral

Which of the following is not a reason why control is needed? Control allows one to maintain authority over employees. Control allows one to adapt to change and uncertainty and detect opportunities. Control helps one discover irregularities and errors. Control increases productivity or adds value. Control helps an organization deal with complexity.

Control allows one to maintain authority over employees.

The PDCA cycle is part of _____. statistical process control management by exception Six Sigma applying the RATER dimensions Deming management

Deming management

______________ is the process of translating a message into understandable symbols or language.

Encoding

______________ is the process of translating a message into understandable symbols or language. Encoding Enriching Transformation Decoding Mediation

Encoding

Content perspectives, also known as need-based perspectives, include all except which one of the following theories?

Equity theory

Content perspectives, also known as need-based perspectives, include all except which one of the following theories? Deci and Ryan's self-determination theory Maslow's hierarchy of needs theory Equity theory Herzberg's two-factor theory McClelland's acquired needs theory

Equity theory

______________ focuses on employee perceptions as to how fairly they think they are being treated compared with others.

Equity theory

______ power results from one's specialized knowledge.

Expert

A company that determines the acceptable number of consumer complaints it will expect for the upcoming year has set a statistical target. True False

False

A pattern is a visual representation of the balanced scorecard that enables managers to communicate their goals. True False

False

A possible explanation for the limited number of women holding executive leadership positions is that women typically do not aspire to be CEOs. True False

False

A rich medium is more effective with routine situations. True False

False

According to Maslow, office parties, company softball teams, and management retreats provide self-actualization needs. True False

False

As part of their strategic control of the organization, the CEO and senior managers at Ford review the daily performance of the company's suppliers to determine which should be kept. True False

False

Authority is the extent to which a person is able to influence others so they respond to orders. True False

False

Carlos is a manager who has poor leader-member relations with his employees who perform unambiguous, easily understood tasks. He should use a task-motivated leadership style. True False

False

Dissemination is the transfer of information and understanding from one person to another. True False

False

Fiedler's contingency leadership model argues that leadership behaviors should be determined by position power only. True False

False

In adjourning, conflicts are resolved, close relationships develop, and unity and harmony emerge. True False

False

Job enlargement enables workers to focus on doing more of the same task to increase productivity. True False

False

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. True False

False

Members of a group that are asking "What's next?" are in the performing stage of team development. True False

False

Narcissism is a key positive leadership trait. True False

False

Narcissism is a view manifested in such expressions as "All people lie to get what they want" and "You have to cheat to get ahead." True False

False

People who enjoy the social camaraderie of the office setting will probably like telecommuting. True False

False

Personalized power is directed at helping others. True False

False

Productivity is monitoring performance, comparing it with goals, and taking corrective action. True False

False

Profit sharing bases pay on one's results on the job. True False

False

Reinforcement theory attempts to explain behavior change by suggesting that behavior with negative consequences tends to be repeated, whereas behavior with positive consequences tends not to be repeated. True False

False

The acquired needs theory states that three needs—achievement, affiliation, and money—are the major motives determining people's behavior in the workplace. True False

False

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. True False

False

The tendency of people to exert more effort when working in groups than when working alone is known as social loafing. True False

False

The top-down system, a variant of the SQ3R system, is designed to help you improve your writing. True False

False

The unofficial communication system of the informal organization, a system of gossip and rumor, is known as jargon. True False

False

Zero-based budgeting allocates increased or decreased funds to a department by using the last budget period as a reference point. True False

False

______ is a "we feeling" that binds group members together.

Group cohesiveness

______ proposed that work satisfaction and dissatisfaction arise from different sets of causes. Herzberg's two-factor theory expectancy theory Deci and Ryan's self-determination theory McGregor's Theory X/Theory Y McClelland's acquired needs theory

Herzberg's two-factor theory

Executives at Breakers Engineering want to let middle managers know that the company is going to be acquired by its largest competitor. Assuming the following are possible, how should executives communicate this? Send an e-mail to all managers. Schedule a conference phone call. Send a note to all managers. Post a notice on all bulletin boards. Hold a face-to-face meeting.

Hold a face-to-face meeting.

The leadership styles of ________ originally included supportive and achievement-oriented and two others, but was more recently revised to include a total of eight styles. House's path-goal model leader-member exchange model Fiedler's contingency model Greenleaf's servant leadership model LMX model of leadership

House's path-goal model

Installing quality-control procedures that can be audited by independent quality-control experts is fundamental to _____.

ISO 9000

Installing quality-control procedures that can be audited by independent quality-control experts is fundamental to _____. ISO 9000 ISO 14000 statistical process control reduced cycle time restructuring

ISO 9000

______ communication channels develop outside the organizational structure and do not follow the chain of command. Customary External Horizontal Vertical Informal

Informal

Which of the following is true of informal groups? Informal groups can advance or undercut the plans of formal groups. Informal groups have appointed leaders. A temporary committee is an example of an informal group. Members of an informal group are assigned to it by the skills they possess. Informal groups are primarily created to solve an organizational problem.

Informal groups have appointed leaders.

______ is likely to cause a semantic barrier to communication.

Jargon

__________ is the process of increasing the number of tasks in a job to increase variety and motivation. Job enrichment Job enlargement Job development Job design Job rotation

Job enlargement

Which of the following is a good tip for being an effective writer? Keep it simple; use short words, sentences, and phrases. Write in all caps. Use abbreviations whenever possible. Include as many words on a page as possible to reduce the number of pages. Write and send e-mails without proofreading—everybody is busy.

Keep it simple; use short words, sentences, and phrases.

______ model of leadership emphasizes that leaders have different sorts of relationships with different employees. Leader-member exchange (LMX) Servant Trait Contingency Transactional

Leader-member exchange (LMX)

______ focuses on problem solving and performance improvement, or speed with excellence, of a well-defined project. Benchmarking Reduced cycle time ISO 9000 ISO 14000 Lean Six Sigma

Lean Six Sigma

A manager who literally wanders around her organization and talks with people across all lines of authority is doing _____.

MBWA

Which of the following would be considered a negative interpersonal trait often found in leaders? extraversion Machiavellianism conscientiousness openness to experience competitive

Machiavellianism

Which of the following statements about leadership and management is true? Leadership is more essential than management. Management is about coping with change. Leadership is about coping with complexity. Management and leadership are complementary systems of action. Leadership and management are synonymous.

Management and leadership are complementary systems of action.

______ beliefs about a certain group of people are stereotypes. Unusual True Positive Critical Oversimplified

Oversimplified

________ conflict is defined as interpersonal opposition based on personal dislike, disagreement, or differing styles. Dysfunctional Programmed Personality Communication Competitive

Personality

______ is designed to elicit different opinions without inciting people's personal feelings. Social loafing Dysfunctional conflict Programmed conflict Storming Groupthink

Programmed conflict

Which of the following is not a financial control? ratio analysis RATER budgets financial statements audits

RATER

__________, which all managers have, is power that results from managers' authority to reward their subordinates. Rewards can range from praise to pay raises, from recognition to promotions. Coercive power Legitimate power Expert power Reward power Referent power

Reward power

______ leaders focus on providing increased service to others—meeting the goals of both followers and the organization—rather than to themselves. LMX Shared Support Transactional Servant

Servant

Which of the following is a "do" when attempting to improve communication?

Smile.

According to Kaplan and Norton, "_______ show the cause-and-effect links by which specific improvements create desired outcomes." Multidimensional maps Positioning maps Graphic interface maps Customer maps Strategy maps

Strategy maps

__________ is the last step in the control process. Establish standards Develop an ideal Take corrective action if necessary Determine the problem Measure the performance

Take corrective action if necessary

Jimmy's supervisor noticed that he was struggling with the computerized setup for production runs at his new job. The supervisor observed him while he tried it again and gave suggestions for improvement. The supervisor is doing which step of the control process?

Take corrective action.

______ can be quite expensive, requiring a specially designed room with multiple cameras and high-definition video screens. Netconferencing Videoconferencing Telecommuting Teleworking Telepresence technology

Telepresence technology

Which of the following is incorrect about the leader-member exchange (LMX) model of leadership? The LMX focuses only on the behaviors or traits of leaders. The LMX model looks at the quality of relationships between managers and subordinates. The LMX model emphasizes that leaders have different sorts of relationships with different subordinates. The LMX model assumes each manager-subordinate relationship is unique. The quality of the relationship between managers and subordinates is related to turnover.

The LMX focuses only on the behaviors or traits of leaders.

In which of the following conditions should constructive conflict be stimulated? The group is adapting to change. Managers want to achieve work objectives. Managers are in charge of self-managed teams. The group seems to have inertia and be apathetic. There is a lot of internal competition.

The group seems to have inertia and be apathetic.

Which of the following is a step in the communication process?

The message is transmitted through a medium.

Which of the following statements is not a practical implication of the behavioral approaches to leadership? It is important to train managers on the various forms of relationship leadership. There is one best style of leadership. It is important to train managers on the various forms of task leadership. How effective a particular leadership behavior is depends on the situation at hand. A leader's behavior is more important than his or her traits.

There is one best style of leadership.

Which of the following is a characteristic of transformational leaders?

They encourage people to do exceptional things with trust, commitment, and loyalty to produce significant results and change.

Which of the following is a characteristic of transformational leaders? They monitor progress toward their achievement. They encourage people to do exceptional things with trust, commitment, and loyalty to produce significant results and change. They provide rewards in exchange for employees doing the work. They try to get people to do ordinary things. They are better in stable situations.

They encourage people to do exceptional things with trust, commitment, and loyalty to produce significant results and change.

Which of the following is an attribute of good listeners? They recap what the speaker has said. They listen only to those with whom they agree. They judge all the details, including the speaker's dress, mannerisms, and accent. They focus on internal thoughts instead of the content of the message. They know what they will say immediately following the speaker's remark.

They recap what the speaker has said.

______ focuses on clarifying employees' roles and task requirements and providing rewards and punishments contingent on performance. Empowering leadership Laissez-faire leadership Transactional leadership Servant leadership Participative management

Transactional leadership

______ leadership helps employees pursue organizational goals over self-interests. Transactional Transformational Laissez-faire Shared Service

Transformational

According to John Kotter, management is about coping with complexity. True False

True

According to Maslow's hierarchy of needs, taking a sabbatical leave to further personal growth is an example of the self-actualization need. True False

True

According to equity theory, no matter how fair managers think the organization's policies, procedures, and reward system are, each employee's perception of those factors is what counts. True False

True

According to the acquired needs theory, those who tend to seek social approval and satisfying personal relationships may have a high need for affiliation. True False

True

Among the mechanisms that contribute to measurement-managed companies' success are that top executives agree on strategy and the organizational culture emphasizes teamwork and allows risk taking. True False

True

An example of a norm of the Millennial or Internet Generation is freedom, the desire to experience new and different things. This norm takes precedence over long-term commitments, and is expressed in a desire for flexible work hours and locations, to have a say in how things are done, and for freedom of choice. True False

True

Assuming they have choices, people will make the choice that promises them the greatest reward if they think they can get it. True False

True

Bureaucratic control attempts to elicit employee compliance using strict rules, a rigid hierarchy, well-defined job descriptions, and administrative mechanisms such as budgets, performance appraisals, and compensation schemes. True False

True

Conflict is a perfectly normal state of affairs. True False

True

Control systems should be realistic, positive, understandable, and flexible and encourage self-control. True False

True

Devil's advocacy and the dialectic method are forms of programmed conflict designed to elicit different opinions without inciting people's personal feelings. True False

True

E-Leadership is using information technology for one-to-one, one-to-many, and between group and collective interactions. True False

True

External communication flows between people inside and outside the organization, including stakeholders such as customers, suppliers, shareholders, or other owners, and so on. True False

True

Followers seek and admire leaders who create feelings of significance, community, and excitement. True False

True

Goal-setting theory suggests that employees can be motivated by goals that are specific and challenging, but achievable. True False

True

Initiating structure leadership is more concerned with task accomplishment than employee satisfaction or retention. True False

True

Management by wandering around (MBWA) is the term used to describe a manager's wandering around his or her organization and talking with people across all lines of authority. True False

True

Nonverbal language and other subtleties are often lost in e-mail, so jokes may be taken as insults or criticism. True False

True

One violation of privacy is identity theft, a downside of the digital age. True False

True

Openness, equality, empathy, supportiveness, and positiveness are behaviors that enable you to work on disagreements and keep them from flaring into out-of-control personality conflicts. True False

True

Personality conflict is defined as interpersonal opposition based on personal dislike, disagreement, or differing styles. True False

True

Personality conflicts often begin with instances of workplace incivility, or employees' lack of regard for each other which, if not curtailed, can diminish job satisfaction and organizational loyalty. True False

True

Punishment is the application of negative consequences to stop or change undesirable behavior. True False

True

Setting and time are two ways nonverbal communication is expressed. True False

True

Since so many people approach compromise situations with a win-lose attitude, they may be disappointed and feel cheated. True False

True

Stereotyping the opposition, rationalization, and peer pressure are symptoms of groupthink. True False

True

Teams with nine or fewer members have better interaction and morale, yet they also have fewer resources, are possibly less innovative, and may have work unevenly distributed among members. True False

True

The Abilene paradox is the tendency of people to go along with others for the sake of avoiding conflict. True False

True

The best leaders display both transactional and transformational leadership styles. True False

True

The income statement summarizes an organization's financial results, its revenues and expenses, over a specified period of time such as a quarter or a year. True False

True

There are two different approaches to job design. The traditional approach to job design is to fit people to the jobs; the modern way is to fit the jobs to the people. True False

True

Which of the following is the best example of bureaucratic control?

U.S. Army

Which of the following is the best example of bureaucratic control? Southwest Airlines U.S. Army Monica's Diner Levi Strauss Ritz Carlton

U.S. Army

Which of the following is an example of an informational resource control?

a competition analysis

A person's characteristic speaking patterns, such as the use of pacing, pausing, questions, and stories, is known as _____.

a linguistics style

For a manager, building an effective team requires work, but the payoff is _____. a stronger, better-performing work unit employees who will work overtime, often without expecting to be paid for it good relationships with others in the company, especially your superiors employees who will do as you say without questioning you more responsibilities for you and other managers

a stronger, better-performing work unit

Which of the following is an advantage of larger groups?

ability to take advantage of division of labor and more resources

Which of the following is an advantage of larger groups? less social loafing greater boldness ability to take advantage of division of labor and more resources higher morale more effective interaction

ability to take advantage of division of labor and more resources

Larry proposed the purchase of a new Epson copier to his boss. Amir said that he has always used and liked Xerox copiers, but when he thinks about it later, he realizes he does not really feel strongly about it. Amir should probably adopt a(n) ______ conflict-handling style in this matter.

accommodating

The final stage of group and team development is known as _____. avoidance measuring adjourning performing assessing

adjourning

Self-managed teams are groups of workers who have been given ______ for their task domains. administrative oversight complete freedom reduced responsibility no technology individual incentives

administrative oversight

Of the following, which is the best way for leaders to cope with change?

aligning people

Of the following, which is the best way for leaders to cope with change? lobbying the government watching current trends engaging in virtual planning optimizing technology aligning people

aligning people

Tyrone was recently promoted to manager. Although he used to take advice from his peers, he seems no longer willing to listen to any input from them or his boss, and is determined to run the project how he thinks best. This is an example of which personal barrier to communication?

an oversized ego

Which of the following is not one of the five sources of power?

appearance

Employees' knowledge, courtesy, and ability to convey trust and confidence make up which dimension of the RATER scale? assurance tangibles responsiveness reliability empathy

assurance

The extent to which a job allows an employee to make decisions about scheduling different tasks and deciding how to perform them is called _____. skill variety autonomy task significance task identity horizontal loading

autonomy

Most people tend to ______ when conveying bad news or negative feedback.

avoid eye contact

Most people tend to ______ when conveying bad news or negative feedback. nod their heads smile lean forward avoid eye contact yawn

avoid eye contact

When issues causing conflict are trivial, or when emotions are high and cooling off would be helpful, which conflict-handling style is preferable?

avoiding

Current assets, fixed assets, and liabilities are all part of an organization's _____.

balance sheet

Which of the following communication styles would women not use more often than men? use "we" statements make apologies be direct when telling others what to do ask questions compliment

be direct when telling others what to do

All except which one of the following helps to build trust on a team?

be unpredictable

Michele manages employees at Maui Tours and Lodging. She has noticed that one of her employees submits via the computer system the same suggestions for continuous improvement multiple times, knowing that performance is evaluated on the number of suggestions only. This problem is typical of ______ control.

bureaucratic

Which kind of organization is most likely to try to exert too much control?

bureaucratic

Karl was put on probation for a string of customer complaints about his poor service and professionalism. His supervisor was using ______ power.

coercive

The disadvantage of the ______ conflict-handling style is that it is very time-consuming.

collaborating

Using self-determination theory to motivate employees, at Cloud9, a data storage company, the vice chair makes 10-20 phone calls a day to thank special employees "caught doing something right." This is an example of which one of the following innate needs? love equity competence autonomy relatedness

competence

According to Kotter, management and leadership are considered to be _____. opposing forces equivalent to each other causal; here, management causes leadership almost entirely unrelated complementary to each other

complementary to each other

Which of the following is not a suggested strategy for laying out your ideas in writing? most important to least important purpose first negative to positive complex to general least controversial to most controversial

complex to general

In the performing stage of group development, members _____.

concentrate on solving problems and completing tasks

Workplace performance is maximized when _____.

conflict is at a moderate level

The communication advantages of social media use by businesses can best be summarized as _____. connectivity privacy distraction self-promotion productivity

connectivity

Lamar brought his proposal to Lindsay before the meeting saying, "I'm sure you have some ideas on this, and we could try to get them incorporated upfront." Lamar is using which influence tactic? legitimating tactics inspirational appeals ingratiating tactics consultation personal appeals

consultation

According to the integrated model, motivation is affected by both personal factors and ________ ones. incentive historic contextual irrational subconscious

contextual

The approach to leadership that suggests that effective leadership behavior depends on the situation at hand is the ______ approach.

contingency

Ensuring that employees follow instructions fully and completely is the purpose of which one of the following management functions? lead organize control motivate plan

control

Kim, a customer service manager, tracks monthly complaints and has been trying over the past six months to reduce complaints to less than 0.2% through additional training for her staff. She is engaged in _____. leading organizing measuring planning controlling

controlling

Which of the following areas of control for organizations exerts informal control?

cultural

Which of the following areas of control for organizations exerts informal control? cultural human resources informational competitive structural

cultural

Typically, operational control is accomplished through reports issued _____.

daily

Which of the following is not an element of the communication model? sender decoder message feedback noise

decoder

Which of the following is not a norm of the Millennial generation?

desire to accept facts and authority at face value

Which of the following is not a norm of the Millennial generation? desire to keep things moving and interesting desire to accept facts and authority at face value desire to have instant feedback desire to have personalized products and choice desire to experience new and different things

desire to accept facts and authority at face value

Which of the following is a mechanism that contributes to a measurement-managed company's success?

developing focus and alignment between individual, unit, and strategic performance

Rebecca asked Gavin, one of her team members, to purposefully think of and voice criticisms as the group discussed a popular idea to open a branch office in another state. This is an example of the use of _____.

devil's advocacy

Rebecca asked Gavin, one of her team members, to purposefully think of and voice criticisms as the group discussed a popular idea to open a branch office in another state. This is an example of the use of _____. storming groupthink dysfunctional conflict devil's advocacy the dialectic method

devil's advocacy

When using punishment, a manager should _____.

do it in conjunction with positive reinforcement

When using punishment, a manager should _____. save reprimands until the end of the workday, or preferably before a weekend punish even minor infractions, to appear consistent do it in conjunction with positive reinforcement make sure that other employees witness the punishment ignore undesirable behaviors

do it in conjunction with positive reinforcement

The dean at Corbin Business College disseminated a new five-year strategic plan to department chairs. This is an example of _____.

downward communication

Speed reading works well for material that is _____. complicated jargon-laden dense easy or familiar unfamiliar

easy or familiar

Which of the following is a not one of the seven challenges a manager must deal with in the 21st century? globalization ethical standards sustainability economic stagnation diversity

economic stagnation

Which of the following is not a contextual factor of motivation? rewards and reinforcement employee personality organizational culture cross-cultural values physical environment

employee personality

Job ______ is the opposite of job ______. rotation; enlargement rotation; enrichment enlargement; enrichment loading; enrichment enlargement; simplification

enlargement; simplification

You may compare your ratio of inputs to outputs to the ratio of others at your place of employment in a process described by ______ theory. goal-setting reinforcement justice equity expectancy

equity

After struggling with the accounting training, Peter is unsure whether he can complete the end-of-year financial reporting with no errors in the time allotted. In this case, Peter is low on the ______ element of expectancy theory. performance outcomes valence instrumentality expectancy

expectancy

According to expectancy theory, the primary elements that determine how willing an employee is to work hard at tasks important to an organization, those that relate effort, performance, and outcomes, are _____. existence, relatedness, and growth achievement, affiliation, and power motivation, recognition, and hygiene safety, esteem, and self-actualization expectancy, instrumentality, and valence

expectancy, instrumentality, and valence

Medical knowledge possessed by doctors results in their ______ power. expert coercive referent legitimate reward

expert

Which of the following is not a perspective of the balanced scorecard?

external processes

At the end of the fiscal year, Dilinger Investments releases an earnings report to clients. This is an example of communicating _____.

externally

The weakening of behavior by ignoring it or making sure it is not reinforced is called _____. intrinsic motivation extinction positive reinforcement punishment negative reinforcement

extinction

Ricardo's sales manager just informed his sales team that all sales in January will earn an extra 5% commission. The team gets right to work, being motivated by a(n) _____. hygiene factor high need for power intrinsic reward extrinsic reward physiological need

extrinsic reward

Which type of communication is highest in media richness? telephone report face-to-face newsletter videoconference

face-to-face

Which of the following is the most appropriate media for a manager advising employees of a revision to the company's bonus structure?

face-to-face meeting

Managerial leadership is defined as the process of influencing others to understand and agree about what needs to be done and the process of _____. minimizing the impacts of environmental change on the organization facilitating individual and collective efforts to accomplish shared objectives creating a vision and a strategic plan for an organization striving for constructive change by setting a direction for the future motivating others to achieve extraordinary levels of performance

facilitating individual and collective efforts to accomplish shared objectives

When the band came out on stage and the lead singer shouted, "Hello, Dallas!" the crowd roared with applause. The crowd's response is an example of _____.

feedback

A budget that allocates resources on the basis of a single estimate of costs is called a(n) ______ budget. zero-based unitary incremental fixed or static cash

fixed or static

Active listening requires all except _____. processing of information decoding full attention interpreting verbal messages focusing on the delivery rather than content

focusing on the delivery rather than content

Leaders especially want ________ who are productive, reliable, honest, cooperative, proactive, and flexible.

followers

A committee investigating the impacts of health care reform on the organization is an example of a(n) _____. official group informal team informal group formal group organized group

formal group

A group that is created to do something productive for the organization and is headed by a leader is called a(n) _____. dynamic group normative group formal group network group informal group

formal group

Molly organized several teachers to discuss the school's interior painting scheduled for summer. They looked at several brands, and heard a presentation by a designer who then helped them choose a color palette to recommend to school administrators. In this instance, the teachers make up a(n) _____.

formal group

Because the production division at Heavenly Gates Inc. is $10,000 below budget due to process improvements, this year 30% of the savings will be returned to the division to spend as desired, as a form of _____.

gainsharing

Which of the following is not a practice used to create a flexible workplace? job sharing telecommuting compressed workweeks part-time work gainsharing

gainsharing

The introduction to a business speech should _____.

get right to the point

The introduction to a business speech should _____. contain significant details of the presentation contain at least one joke contain an unrelated story to catch the interest of the audience contain a phrase like "I'm honored to be here" get right to the point

get right to the point

Which of the following is a process perspective on motivation?

goal-setting theory

Managers can increase overall productivity by increasing the efficiency of all the following except _____.

goals

Productivity equals _____. labor, energy, and capital, divided by goods, services, and materials energy and materials, divided by labor and capital goods and services and energy and materials, divided by labor and capital produced labor, capital, energy, and materials, divided by goods and services produced goods and services produced, divided by labor, capital, energy, and materials

goods and services produced, divided by labor, capital, energy, and materials

Which of the following is not one of the three types of formal communication? external vertical (downward) grapevine vertical (upward) horizontal

grapevine

Two or more freely interacting individuals who share collective norms, share collective goals, and have a common identity are called a _____.

group

The principal by-product of the norming stage of team development is _____.

group cohesiveness

Genji sat through the meeting feeling convinced her team was misinterpreting recent marketing research, but she didn't say anything. The team leader, Peter, was her close friend, and she didn't want to disrupt the team since Peter perceived himself as very knowledgeable. Genji's team appears to be experiencing _____. storming norming devil's advocacy social loafing groupthink

groupthink

When using goal-setting theory to motivate employees, managers should _____.

help workers understand and accept the goals

Since hard feelings about group leadership and assignments had passed, Robin's group recently seemed to be relating much better. At the meeting tomorrow she should take advantage of this moment by _____. empowering the members encouraging members to voice disagreements throwing a thank-you party helping people get to know one another helping the team identify group goals and values

helping the team identify group goals and values

Sharon has excelled as an auditor for a large financial consulting firm. She loves building mutually beneficial relationships and is extremely well liked by her clients. Sharon likely has a _____. low need for affiliation high need for affiliation high need for achievement low need for achievement low need for power

high need for affiliation

Diane, a marketing manager, shares some of the market research her department has analyzed with the research and development group. Diane is communicating _____.

horizontally

Diane, a marketing manager, shares some of the market research her department has analyzed with the research and development group. Diane is communicating _____. by wandering around horizontally through the grapevine upward externally

horizontally

The six areas of organizational control include _____, physical, informational, financial, structural, and cultural. categorical material functional human governmental

human

Clint is a branch manager for a large freight company. He has noticed low morale lately, perhaps because of the cramped quarters, stricter policies, and lack of raises this year. According to Herzberg, Clint should first concentrate on _____.

hygiene factors

When thieves use your name and good credit rating to get cash or buy things, it is known as _____.

identity theft

When thieves use your name and good credit rating to get cash or buy things, it is known as _____. credit mishandling identity theft misuse of standing credit exploitation personal data theft

identity theft

Randy complained to his boss, Maryann, that he received the same bonus this quarter as everyone else, despite the longer hours he had worked and his higher level of experience, production, and efficiency. If Maryann can't change the bonus, she should expect that Randy might respond in any of the following ways except _____.

ignoring his feeling of resentment and trying harder in next quarter

Randy complained to his boss, Maryann, that he received the same bonus this quarter as everyone else, despite the longer hours he had worked and his higher level of experience, production, and efficiency. If Maryann can't change the bonus, she should expect that Randy might respond in any of the following ways except _____. reducing his production transferring reducing his hours quitting ignoring his feeling of resentment and trying harder in next quarter

ignoring his feeling of resentment and trying harder in next quarter

When Cisco Systems told executives they would gain or lose 30% of their bonuses based on how well they worked with peers, and in three years had record profits, it _____.

improved workplace cohesiveness

In the leader-member exchange model, the relationship between leader and follower that is characterized by mutual trust, respect, and liking is known as a(n) ________ exchange.

in-group

Profits or losses incurred by an organization are represented in its _____. expense budget ratio analysis capital expenditures budget balance sheet income statement

income statement

Which of the following is a source of intergroup conflict in the workplace?

inconsistent goals or reward systems

Which of the following is a characteristic of telecommuting? increased ability to hire certain workers, such as homebound people with disabilities more difficult recruiting increased costs increased turnover attractive to people with high social needs

increased ability to hire certain workers, such as homebound people with disabilities

Research shows that simplified jobs lead to all the following except _____. poor mental health job dissatisfaction low sense of accomplishment low personal growth increased productivity

increased productivity

A budget that allocates increased or decreased funds to a department by using the last budget period as a reference point is called a(n) _____.

incremental budget

Which of the following is not a characteristic of a successful control system? timely, accurate, and objective strategic and results-oriented realistic, positive, and understandable inflexible to optimize control encourages self-control

inflexible to optimize control

In all but the worst weather, Beth and three coworkers met each day at 12:15 to walk the wilderness trail behind their office building. This is an example of a(n) _____.

informal group

A sales forecast is an example of an organizational control from the _____ area.

informational

Acting humble or friendly or making someone feel good or important before making a request are influence tactics known as _____.

ingratiating tactics

Which of the following is considered a "soft" tactic used to influence others? exchange tactics pressure tactics legitimating tactics ingratiating tactics coalition tactics

ingratiating tactics

Administrative oversight given to self-managed teams does not typically include _____.

initiating change

A company that works to create a culture that encourages rank-and-file employees to make suggestions and question the status quo, and also measures employee growth, is developing which perspective of the balanced scorecard? employee perspective innovation and learning perspective internal business perspective financial perspective customer perspective

innovation and learning perspective

Increasing employee psychological empowerment requires four kinds of behaviors, including all of the following except _____. progress competence meaningfulness self-determination inspiration

inspiration

People often do volunteer work for the ______ rewards. valence job enrichment extrinsic intrinsic gainsharing

intrinsic

Paula's management professor just told her class that the final exam is optional for students like her who currently have an A. She decides to take the exam anyway, since she likes the subject and wants to master the material. Paula is motivated to take the exam by a(n) _____.

intrinsic reward

Smith Commercial Development has effective control processes, allowing its managers to discover ______ in bookkeeping right away, before a would-be embezzler could seriously affect its business. competence a potential merger tax breaks team problems irregularities and errors

irregularities and errors

When one department store authorized thousands of its sales clerks to handle functions normally reserved for store managers, such as handling merchandise-return problems and approving customers' checks, they gave them more responsibility, a _________ technique. job enrichment job enlargement job simplification job productivity job significance

job enrichment

The four major perspectives on motivation include all except_____. content reinforcement job satisfaction job design process

job satisfaction

According to the concept of full-range leadership, leadership behaviors vary along a range from ______ leadership at one extreme to transformational leadership at the other.

laissez-faire

"Do my subordinates accept me as a leader?" This question reflects which of the following dimensions of situational control? influence position power charisma leader-member relations task structure

leader-member relations

Allen wants to change the CEO's mind about contracting an outside firm to outsource their customer service phone center. He decides to write a proposal, including a variety of arguments to support of his idea. Here, Allen should order his ideas from _____. least important to most important negative to positive positive to negative least controversial to most controversial most important to least important

least controversial to most controversial

The questionnaire used in Fiedler's model to determine leadership orientation is the _________.

least preferred coworker (LPC) scale

Transformational leadership is positively associated with all the following except _____. higher levels of intrinsic motivation, group cohesion, and work engagement more employee identification with their leaders and with their immediate work groups less commitment to organizational change measures of organizational effectiveness measures of leadership effectiveness and employee job satisfaction

less commitment to organizational change

Goal-setting theory suggests that employees can be motivated by goals that have all of the following characteristics except _____.

little or no feedback

According to Kotter, companies manage complexity in all the following ways except _____. budgeting organizing and staffing lobbying planning controlling and solving problems

lobbying

Jane leads a task force developing specifications for a new customer database to be used by several departments. Jane is an IT supervisor, but most of the others are directors of other departments. At the first meeting, a few of them asked questions that she couldn't answer. According to the contingency model, Jane's situational control is likely _____.

low

Jane leads a task force developing specifications for a new customer database to be used by several departments. Jane is an IT supervisor, but most of the others are directors of other departments. At the first meeting, a few of them asked questions that she couldn't answer. According to the contingency model, Jane's situational control is likely _____. extremely high low moderate unknown high

low

Someone at a team meeting who says, "Let's hear from those who oppose this plan," is performing a ______ role.

maintenance

Tension was apparent as the management team discussed changes to promotion requirements. But then Chris made a joke about Jake's white-knuckled grip on his pen, and the laughter seemed to lighten the mood. Chris was acting in a ______ role.

maintenance

Tension was apparent as the management team discussed changes to promotion requirements. But then Chris made a joke about Jake's white-knuckled grip on his pen, and the laughter seemed to lighten the mood. Chris was acting in a ______ role. relational production maintenance social task

maintenance

According to Herzberg's theory, the first thing managers of employees who dislike their jobs should do is to _____.

make sure pay levels, policies, and working conditions are reasonable

According to Herzberg's theory, the first thing managers of employees who dislike their jobs should do is to _____. publicly recognize good performance increase employees' responsibility and opportunity for leadership create opportunities for personal growth and advancement make sure pay levels, policies, and working conditions are reasonable provide opportunities for achievement

make sure pay levels, policies, and working conditions are reasonable

The telephone you use to speak to another person is an example of which part of the communication process? medium feedback decoding encoding sender

medium

In managing virtual workers, a manager should _____.

meet regularly, face-to-face

In managing virtual workers, a manager should _____. give directions only by phone or in person let employees work using their own expectations of how to do their jobs meet regularly, face-to-face initiate change quickly make sure the worker is keeping to a fixed schedule of hours

meet regularly, face-to-face

During the information gap between what someone says and processing the information, good listeners do which of the following? daydream make a convincing argument against what is being said decide what they will say next think about other things mentally summarize what's been said

mentally summarize what's been said

According to the contingency model, a relationship-oriented leadership style works best in ______ situations.

moderate-control

According to the contingency model, a relationship-oriented leadership style works best in ______ situations. high-control both high- and low-control uncontrolled moderate-control low-control

moderate-control

According to Fiedler's contingency model, ______ situation control favors a leader who is ______-oriented.

moderate; relationship

Revised path-goal theory indicates to managers that they must consider _____. stirring up the current work environment to generate competition altering their approach to that of servant leadership modifying their leadership style to fit employee and task characteristics focusing on applying relationship-oriented behaviors for workplace success hiring new employees and eliminating current ones who don't fit your leadership style

modifying their leadership style to fit employee and task characteristics

The more management levels through which a message passes, the _____.

more distorted the message may become

According to Herzberg's two-factor theory, only ______ factors can make employees satisfied with their jobs.

motivating

According to Herzberg's two-factor theory, only ______ factors can make employees satisfied with their jobs. growth security affiliation hygiene motivating

motivating

In the contingency model, if your leadership orientation does not match the situation in your workplace, Fiedler recommends that you _____. get an assistant with the preferred orientation alter your leadership style gradually change the makeup of your employees move to a more suitable situation try to alter employees' personalities

move to a more suitable situation

Texting while participating in a meeting or group conference call is an example of _____. multicommunicating multisharing e-tasking multichanneling social camaraderie

multicommunicating

The process of strengthening a behavior by withdrawing something negative is called _____.

negative reinforcement

The process of strengthening a behavior by withdrawing something negative is called _____. extinction negative reinforcement punishment positive reinforcement intrinsic motivation

negative reinforcement

A manager needs to inform employees that the quarterly project management training will start on May 1, about two months from now. Generally, which of the following should the manager use in this situation?

newsletter

When a pharmacist can't read a prescription because of a doctor's poor handwriting, it can be due to ________, which is defined as any disturbance that interferes with the transmission of a message. interference interpretation feedback noise transmission

noise

During the ______ stage of team development, close relationships develop and unity and harmony emerge.

norming

Although ______ are typically unwritten and seldom discussed openly, they have a powerful influence on group and organizational behavior. quality standards work rules norms task roles personality conflicts

norms

Which of the following is not a personal barrier to communication? a small vocabulary lack of credibility obsolete technology a large ego a different frame of reference

obsolete technology

The average speaker communicates about ______ as many words as the average listener can process. one-fourth just four times twice half

one-fourth

A(n) ______ budget projects what an organization will create in goods and services, what financial resources are needed, and what income is expected.

operating

Which of the following indicates how official communications should be routed? grapevine corporate culture lateral networks personnel files organizational chart

organizational chart