Management Exam 4

What are the two factors in expressing conlflict?

Directness and intensity

The most constructive way to express a conflict is _______________

High directness - low intensity

Which ratio is net income/sales

Profit margin on sales

One dysfunction of a team is ___________________: People go along with others for the sake of harmony; don't express conflicting opinions.

Fear of conflict

____________________ refers to the forces either within or external to a person that arouse enthusiasm and persistence to pursue a certain course of action.

Motivation

A _________________ is a group of 6 to 12 volunteer employees who meet regularly to discuss and solve problems that affect the quality of their work.

Quality circle

Conflict can arise among members within a team or between one team and another. True or false?

True

If your water heater operated at Four Sigma (not Six), you would be without hot water for more than ________ hours each year. At Six Sigma, you would be without hot water for less than two minutes a year.

54

In the acquired needs theory, need for _________________is the desire to form close personal relationships, avoid conflict, and establish warm friendships

Affiliation

______________: results in actions to fulfill needs

Behavior

Six Sigma is based on a five-step methodology referred to as _________________, which provides a structured way for organizations to approach and solve problems.

DMAIC (Define, measure, analyze, improve, control)

There is evidence that mild conflict can be beneficial to teams. True or false?

True

Conflict may also arise from communication breakdowns. True or false?

True

Alderfer reduced the number of need categories to___________ and proposed that movement up the hierarchy is more complex, reflecting a frustration-regression principle

Three

In addition, the lack of nonverbal cues in virtual interactions leads to more misunderstandings. True or false?

True

In teams with unproductive or negative norms, people must work harder to accomplish goals and team members may experience dissatisfaction. True or false?

True

_____________ are an important consideration for motivation because performing their components may provide intrinsic rewards that meet employees' needs.

Jobs

Four categories of motives managers can use: What motives are pleasure/growth mixed with extrinsic?

Positive approach; rewards such as pay raises, bonuses, praise

__________________ is the imposition of unpleasant outcomes on an employee

Punishment

The Golden State Warriors NBA team demonstrates the power of effective _________________

Teamwork

Quadrants __________ and ____________ are positive motivational approaches.

3; 4

The ______________________, developed by David McClelland, proposes that certain types of needs are acquired during the individual's lifetime. In other words, people are not born with these needs but may learn them through their life experiences

Acquired needs theory

_______________ are what the company owns, and they include current (those that can be converted into cash in a short time period) and fixed (such as buildings and equipment that are long term in nature).

Assets

During the recent economic recession, companies cut discretionary spending, such as travel expenses, to improve the ____________________, and managers are pushing to keep those expenses from creeping back-up.

Bottom line

One of the most common efforts for reducing a perceived inequity includes _____________________: Research suggests that people may change perceptions of equity if they are unable to change inputs or outcomes. They may increase the status attached to their jobs artificially or distort others' perceived rewards to bring equity into balance.

Change perceptions

The basic philosophy is that improving things a little bit at a time, all the time, has the highest probability of success. Innovations can start simple, and employees can build on their success in this unending process. This describes the TQM technique of _______________________

Continuous improvement

Kohl's department store chain has teams of photographers, stylists, carpenters, models, art directors, production assistants, makeup artists, and other specialists who produce thousands of images each week for Kohl's to use for in-store posters, print advertising, and online product descriptions. This is an example of a ________________ team

Cross-functional

The basic assumptions of _________________ control: People work best when they are fully committed to the organization.

Decentralized

_______________________ relies on cultural values, traditions, shared beliefs, and trust to foster compliance with organizational goals.

Decentralized control

In terms of goal __________________, hard goals are more motivating than easy ones. Easy goals provide little challenge for employees and don't require them to increase their output. Highly ambitious but achievable goals ask people to stretch their abilities and provide a basis for greater feelings of accomplishment and personal effectiveness.

Difficulty

_______________________ is a competitive and adversarial approach in which each party strives to get as much as it can, usually at the expense of the other party.

Distributive negotiation

A situation of _______________ exists when the ratio of one person's outcomes to inputs equals that of another's.

Equity

_________________ continues to lead in the total number of ISO 9000 certifications, but the greatest number of new certifications in recent years has been in the United States.

Europe

An _____________________ includes anticipated and actual expenses for each responsibility center and for the total organization.

Expense budget

_________________ refers to withholding positive rewards and essentially ignoring undesirable behavior.

Extinction

A __________________ model can help managers meet strategic goals by monitoring and regulating the organization's activities and using feedback to determine whether performance meets established standards.

Feedback control

___________________ provide the basic information used for financial control of an organization.

Financial statements

For example, the sources of data for a Sherwin-Williams benchmarking study might include national independent lab studies or studies published in Consumer Reports magazine. This is which step of the benchmarking process?

Find

More than 30 years ago, psychologist Ivan Steiner examined what happened each time the size of a team increased, and he proposed that a team's performance and productivity peaked when it had about _____________ members.

Five

A significant process improvement at the Dayton La-Z-Boy facility is the _______________________, which assigns a production engineer to make sure quality and manufacturability is designed into all new products.

Flawless Launch Program

A _________________ team is composed of a manager and his or her subordinates in the formal chain of command.

Functional

A ____________________ is composed of a manager and his or her subordinates in the formal chain of command.

Functional team

A _________________ is a group made of employees who come from, and whose activities span, multiple countries.

Global team

___________________ proposes that specific, challenging goals increase motivation and performance when the goals are accepted by subordinates and these subordinates receive feedback to indicate their progress toward goal achievement.

Goal-setting theory

Similarly, _______________ is the gross (before-tax) profit divided by total sales.

Gross margin

_______________________ methods define explicit rules, policies, and procedures for employee behavior. Control relies on centralized authority, the formal hierarchy, and close personal supervision. Responsibility for quality control rests with quality control inspectors and supervisors rather than with employees. Job descriptions generally are specific and task-related, and managers define minimal standards for acceptable employee performance.

Hierarchical

One dysfunction of a team is ___________________: Members put personal ambition or the needs of their individual departments ahead of collective results.

Inattention to results

There are three primary reasons that teams present a dilemma for many people. One is we have to give up our ___________________

Independence

_______________________ is based on a win-win assumption, in that all parties want to come up with a creative solution that can benefit both sides

Integrative negotiation

__________________ was one of the earliest companies to tie sustainability goals directly to management's financial incentives. The company began incorporating environment-related goals into both its corporate vision and its compensation programs in 2008. Each year, managers determine a different environmental focus and employees receive bonuses for meeting specific targets.

Intel

__________________ refers to incorporating high-level motivators, such as achievement, recognition, and opportunities for growth, into the work.

Job enrichment

While it may be unsettling to have our managers watching what's on our computer screens, it's much more acceptable when we do the watching. New technology called _______________________ records how you use your computer, such as measuring how long you have an open window, how often you switch between windows, and how long you're idle.

Knowledge workload tracking

One dysfunction of a team is __________________: If people are afraid to express their true opinions, it's difficult to gain their true commitment to decisions.

Lack of commitment

One dysfunction of a team is _______________________: People don't feel safe to reveal mistakes, share concerns, or express ideas.

Lack of trust

One way of expressing conflict is ____________________: A person using this approach expresses a conflict ambiguously but uses aggressive tactics. This may include behaviors such as ignoring another's viewpoint, mean-spirited teasing or bullying, back-stabbing, or undermining the opponent to third parties.

Low directness - High intensity

Managers can improve engagement by providing employees with three key elements: a sense of _______________, a sense of ________________, and a sense of _______________

Meaningfulness; connection; growth

Sheridan points out that being joyful is not just about having fun. ______________ is guided by the idea that "humans are wired to work on things bigger than themselves" and "to be in community with one another."

Menlo

As a general rule, _____________ is higher in cohesive teams because of increased communication among members, a friendly team climate, maintenance of membership because of commitment to the team, loyalty, and member participation in team decisions and activities.

Morale

___________________ is the arousal of enthusiasm and persistence to pursue a certain course of action.

Motivation

In the two-factor theory, _________________ focus on high-level needs and include achievement, recognition, responsibility, and opportunity for growth.

Motivators

In the two-factor theory, _________________ influence level of satisfaction: achievement, recognition, responsibility, work itself, personal growth

Motivators

During the _______________ stage, conflict is resolved and team harmony and unity emerge. Consensus develops on who has the power, who the leaders are, and what the various members' roles are. Members come to accept and understand one another. Differences are resolved, and members develop a sense of team cohesion.

Norming

_______________________ is the difference between assets and liabilities and is the company's net worth in stock and retained earnings.

Owner's equity

One major element of expectancy theory is _______________________: The assumption that high performance of a task will lead to the desired outcome.

P → O expectancy

Other popular methods of incentive pay include ____________________, which rewards individual employees in proportion to their performance contributions. This may also be called merit pay

Pay for performance

A ______________________ system built into President Barack Obama's health care overhaul for Medicare payments to hospitals prompted some hospitals to initiate broader initiatives that tie doctors' pay to patient outcomes and quality measures.

Pay-for-performance

Dan Price, founder and CEO of Gravity Payments, bumped up the national debate over a $15 minimum wage when he announced that everyone at his payment processing company would make at least $70,000 a year. To help cover the cost, Price slashed his own $1.1 million annual salary to $70,000. Most employees celebrated, but some valued employees quit because of ______________________, believing that the pay increases rewarded some of the weakest performers and diminished their own value and contributions to the company.

Perceived inequity

FreshDirect developed _____________________ designed to strengthen customer service and build loyal customers. For example, managers introduced a rating system to measure the quality of produce and seafood.

Performance standards

During the _______________ stage, the leader should concentrate on managing high task performance. Both socioemotional and task specialist roles contribute to the team's functioning.

Performing

The job characteristics model says that _____________ and _______________ outcomes include: -high internal work motivation -high-quality work performance -high satisfaction with the work -low absenteeism and turnover

Personal; work

______________ needs are the lowest on the hierarchy of needs theory and include heat, air, and base salary.

Physiological

Maslow's hierarchy of needs: These most basic human physical needs include food, water, and oxygen. In the organizational setting, they are reflected in the needs for adequate heat, air, and base salary to ensure survival.

Physiological needs

Work team effectiveness model: Team ________________ include stages of development, cohesiveness, norms, conflict resolution

Processes

Ford's vice president of global purchasing suggested creating a special-purpose team to monitor parts manufacturers, prevent supply chain disruptions, and speed up Ford's plan to narrow its base of suppliers. Ford's then-CEO Alan Mulally quickly agreed, and _______________ (named after the family dog in the movie Honey, I Shrunk the Kids) came into being. The team included people from all of Ford's divisions and functional departments—manufacturing, human resources (HR), engineering, finance, information technology (IT), legal, and others.

Project Quark

One of the most critical norms for an effective team is ________________ . It means a team climate characterized by mutual trust and respect, in which team members are comfortable being themselves. It is composed of both emotional expression and social sensitivity.

Psychological safety

Slow work rate and the supervisor requests faster work. Employee continues slow work and the employer reprimands the employee or makes negative statements. This is an example of ___________________: Reduces likelihood the behavior will be repeated

Punishment

The reason for using __________________ is to push decision making to an organization level at which recommendations can be made by the people who do the job and know it better than anyone else.

Quality circles

The _________________ is a popular metric to pair with the current ratio to gauge liquidity. "If a business does not have decent liquidity, then one unexpected expense could severely hurt it," said Brad Schaefer, an analyst with Sageworks Inc., a financial information company

Quick ratio

"7-Eleven, which I think has a great name, pitched their ______________ system." That system is part of a carefully designed financial control model that also includes regular audits. A good audit performance will go a long way toward determining if 7-Eleven allows Jemal to open more stores. He says he'd like to open 20 more.

RIS

________________ simply looks at the relationship between behavior and its consequences. It focuses on changing or modifying employees' on-the-job behavior through the appropriate use of immediate rewards and punishments.

Reinforcement theory

An organization that wants to go bossless should consider the motivational method of ___________________: People at the Web design firm DreamHost understand that the way employees are motivated is changing. "Twenty years ago, it was about higher pay. Now it's more about finding your work meaningful and interesting," said CEO Simon Anderson. Chris Rufer, founder of tomato-processor Morning Star, describes his company as deeply humane, something that buoys the spirits of workers because relationships among members are deep and substantive.

Rely on intrinsic rewards

A ___________________ lists forecasted and actual revenues of the organization.

Revenue budget

______________________ is the tendency for the presence of other people to influence an individual's motivation and performance.

Social facilitation

Pharmaceutical firms establish ______________________ to measure research activities and results. For example, many companies set a standard for how many compounds should move forward at each stage of the drug development process.

Standards of performance

The implementation of _______________ involves the use of many techniques, including quality circles, benchmarking, Six Sigma principles, quality partnering, and continuous improvement.

TQM

A Four Sigma process will typically result in one defective package of products for every ________ truckloads shipped. A Six Sigma process means one defective package for every 5,350 truckloads.

Three

Many companies use___________________, which means that the budgeted amounts for the coming year are literally imposed on middle- and lower-level managers.

Top-down budgeting

In early 2016, the giant food company Nestlé recalled three million boxes of DiGiorno pizza and Lean Cuisine and Stouffer's frozen dinners in the United States because of a suspicion that the spinach in them might contain bits of glass. Around the same time, Perdue Foods recalled around 5,000 pounds of Applegate Farms chicken nuggets because of possible contamination with plastic. They most likely need the concept of _______________________

Total quality management (TQM)

Analyzing performance data also showed other problems: FreshDirect was falling short of its revenue goals, and customers were complaining about sold-out items, limited delivery options, and mistakes in orders. The CEO took corrective action by remaking the company with a stronger focus on customer service. True or false?

True

As with all management systems, the balanced scorecard is not right for every organization in every situation. The simplicity of the system causes some managers to underestimate the time and commitment that is needed for the approach to become a truly useful management control system. True or false?

True

Because teams require a variety of skills, knowledge, and experience, it seems likely that heterogeneous teams would be more effective than homogeneous ones. True or false?

True

Empowering employees involves giving them four elements that enable them to act more freely to accomplish their jobs: information, knowledge, power, and rewards. True or false?

True

However, unless they are carefully designed, incentive plans can backfire, as evidenced by problems in the mortgage and finance industries, where some people resorted to overly aggressive and even unethical behavior to earn huge bonuses. Numerous companies, including financial firms such as Morgan Stanley, Credit Suisse, and Goldman Sachs, as well as other organizations such as Home Depot, Verizon, and Aflac, have revised compensation plans to make sure incentives reward the desired behaviors. True or false?

True

If Cisco Systems moves from a 26.5 to a 28.2 conversion ratio, more of its inquiries are turned into sales, indicating better sales activity. True or false?

True

If the P → O expectancy is high, the individual will be more highly motivated. If the expectancy is that high performance will not produce the desired outcome, motivation will be lower. True or false?

True

Many managers have learned that praise and expressions of appreciation are also powerful extrinsic motivators. True or false?

True

Open-book management helps employees appreciate why efficiency is important to the organization's success as well as their own. True or false?

True

n addition to providing appropriate extrinsic rewards, effective managers try to help people achieve intrinsic rewards from their work. True or false?

True

At Amazon, CEO Jeff Bezos established a "_______________ rule." If a team gets so large that members can't be fed with two pizzas, it should be split into smaller teams.

Two-pizza

_______________ is the value of outcomes (rewards) to the individual.

Valence

What are the five stages of team development?

1) Forming 2) Storming 3) Norming 4) Performing 5) Adjourning

New York City's Health and Hospitals Corporation, which runs the city's 11 public hospitals, for example, will monitor ____________ performance indicators that are believed to be correlated with better quality care, including how quickly emergency room patients go from triage to beds, whether doctors get to the operating room on time, how well patients say their doctors communicate with them, and so forth.

13

Six Sigma is a highly ambitious quality standard that specifies a goal of no more than 3.4 defects per million parts. That essentially means being defect-free ______________ percent of the time.

99.9997

At H&M retail stores, for example, sales floor employees are guided by the standard that clothes should always be "easy to find, easy to buy." Pants, sweaters, and shirts are stacked neatly, with perfect folds; size stickers are placed with precision; and hangers are lined up uniformly. True or false?

True

In __________________ negotiation, rather than viewing the conflict as a win-lose situation, people look at the issues from multiple angles, consider trade-offs, and try to "expand the pie" rather than divide it. With integrative negotiation, conflicts are managed through cooperation and compromise, which fosters trust and positive long-term relationships

Integrative

Most experts emphasize the value of _________________ negotiation for today's collaborative business environment. That is, the key to effectiveness is to see negotiation not as a zero-sum game, but as a process for reaching a creative solution that benefits everyone

Integrative

The state of California has deep concerns about paint solvents, concrete slurry, and other pollutants entering the water supply through work done at construction sites. Thus, the state government now offers training programs for contractors and others in the construction industry to learn how to improve ____________________________.

Organizational control

Companies use training programs and other development tools to help people acquire the knowledge and skills that they need to contribute to organizational performance to feel empowered. True or false?

True

____________________ attempts not to define specific types of needs or rewards, but only to establish that they exist and may be different for every individual.

Expectancy

For example, one interesting study of _______________________ looked at patrol officer drug arrests in the midwestern United States. The research found that officers who produced the most drug arrests were more likely to have perceived that such arrests were a management priority and were rewarded by their organization, received specialized training to hone their skills related to drug interdiction, and perceived that they had sufficient time and resources to investigate suspected drug activity properly.

Expectancy theory

_________________: Reward informs person whether behavior was appropriate and should be used again

Feedback

The ____________________ model involves using feedback to determine whether performance meets established standards.

Feedback control

The _____________________ perspective of the balanced scorecard reflects a concern that the organization's activities contribute to improving short- and long-term financial performance. It includes traditional measures such as net income and return on investment.

Financial performance

Dating back to the 1970s, BMW's approach to sustainable growth can be seen throughout its well-controlled production process. Self-managed teams oversee rigorous quality control measurement of sustainability, building for BMW an A+ international sustainability rating. A total of 23 interconnected "______________" practices address everything from ethical behavior and social responsibility to quality and innovation. The results include the recycling of production waste and the reuse of scrap from BMW's new carbon-fiber car bodies.

Honeybee

In the two-factor theory, ____________________ influence level of dissatisfaction: working conditions, pay and security, company policies, supervisors, interpersonal relationships

Hygiene factors

As global business expands, many companies have adopted a universal benchmark for quality management practices, including ___________________, which represent an international consensus of what constitutes effective quality management as outlined by the International Organization for Standardization (ISO).

ISO 9000 standards

Another liquidity ratio is the_________________, which is typically expressed as cash plus accounts receivable divided by current liabilities.

Quick

With the use of ____________ that includes handheld delivery-information acquisition devices (DIADs) and more than 200 sensors on each delivery truck, managers at UPS can monitor a driver's speed, seat belt use, stop times, and more.

Telematics

Grady Memorial Hospital in Atlanta measures patient satisfaction based in part on the results of a government-mandated patient satisfaction survey that has been administered since 2006. Hospitals that receive Medicare payments must administer at least 100 patient surveys over a period of a year, and Grady's administrators use the results combined with other metrics to evaluate overall patient care. True or false?

True

Imagine taking a beloved family member to a hospital or clinic to receive an injection of pain medication only to have the person contract fungal meningitis, a rare but potentially deadly disease. That's exactly what happened for many families when tainted spinal steroid injections from the New England Compounding Center (NECC) caused one of the worst public health drug disasters in U.S. history. True or false?

True

Jeff Bezos established a "two-pizza rule" at Amazon: If a team gets so large that members can't be fed with two pizzas, it is split into smaller teams. True or false?

True

Project Aristotle started searching through the data looking for norms. Although they identified a variety of norms that seem important to high team performance, the researchers determined that psychological safety, more than anything else, was vital to making a team effective. Moreover, roughly equal participation among members also signaled an effective team. True or false?

True

Psychological safety is composed of both emotional expression and social sensitivity. True or false?

True

Introduced by ________________ in 1979, benchmarking is now a major TQM component.

Xerox

A ______________________ begins with a starting point of $0, and every dollar added to the budget is reflected by an actual, documented need

Zero-based budget

___________________ negotiation, on the other hand, assumes that the size of the "pie" is fixed, and each party attempts to get as much of the pie as it can.

Distributive

And with this _________________ team filled with players from a number of countries, Chara insists that all team meetings and conversations be conducted in English.

Diverse

For _____________________ expectancy to be high, the individual must have the ability, previous experience, and necessary equipment, tools, and opportunity to perform.

E → P expectancy

After deciding the type of team to use, the next issue of concern to managers is designing the team for greatest ____________________

Effectiveness

Organizations that _________________ workers often reward them based on the results shown in the company's bottom line. Organizations may also use other motivational compensation programs that tie employee efforts to company performance.

Empower

_________________ employees have the authority to influence work procedures and organizational performance directly, such as through quality circles or self-directed work teams.

Empowered

Hilcorp is different from most other energy companies in its approach to managing people, too. Managers attribute the company's success to the people on the front lines. All associates have access to all financial and operating information. Because managers put decision-making power in the hands of people on the front lines, those people need to have full information to make good choices. This is an example of _____________________

Empowerment

__________________ is the delegation of power and authority to subordinates in an organization.

Empowerment

______________________ is power sharing, the delegation of power and authority to subordinates in an organization.

Empowerment

A culture and environment that helps people feel ___________ with their work and their colleagues has kept Menlo Innovations thriving. Thousands of businesspeople tour Menlo each year to learn what makes the company's "joyful" work environment so effective

Engaged

Managers create an environment that promotes __________________ by providing employees with a sense of meaning, a sense of connection, and a sense of competence and growth.

Engagement

____________________ is an emotional and mental state in which employees enjoy their work, contribute enthusiastically to meeting goals, and feel a sense of belonging and commitment to the organization.

Engagement

n an _________________job, employees have control over the resources necessary for performing tasks, make decisions on how to do the work, experience personal growth, and set their own work pace.

Enriched

According to ___________________, if people perceive their compensation as equal to what others receive for similar contributions, they will believe that their treatment is fair and equitable.

Equity theory

A(n) ____________________ outlines the anticipated and actual expenses for a responsibility center.

Expense budget

Withholding positive rewards and essentially ignoring undesirable behavior is known as ___________________

Extinction

The _________________ suggests that failure to meet a high-order need may cause a regression to an already satisfied lower-order need; thus, people may move down as well as up the needs hierarchy.

Frustration-regression principle

The ________________________ is the idea that failure to meet a higher-order need may cause a regression to an already satisfied lower-order need; thus, people may move down as well as up the needs hierarchy.

Frustration-regression principle

A ____________ team is a group made up of employees who come from different countries and whose activities span multiple countries.

Global

Which ratio is gross income/sales?

Gross margin

______________________ involves monitoring and influencing employee behavior through extensive use of rules, policies, hierarchy of authority, written documentation, reward systems, and other formal mechanisms.

Hierarchical control

_____________________ is a theory proposed by Abraham Maslow saying that people are motivated by five categories of needs—physiological, safety, belongingness, esteem, and self-actualization—that exist in a hierarchical order.

Hierarchy of needs theory

The ____________________ approach enables people to take other viewpoints into consideration and work together toward a positive outcome.

High directness - low intensity

Much work in organizations is _________________, which means that individuals and departments rely on other individuals and departments for information or resources to accomplish their work.

Interdependent

______________________ are the satisfactions that a person receives in the process of performing a particular action.

Intrinsic rewards

The activity ratio measures internal performance with respect to key activities defined by management. For example, ___________________ is calculated by dividing total sales by average inventory.

Inventory turnover

Mattes decided there was no reason his top managers had to live and work in Canton, so he began reaching out to experienced executives who were comfortable working virtually. He replaced about ___________ percent of the top 100 executives at Diebold, and two-thirds of them work far from headquarters.

60

The ________________ indicates the organization's ability to meet its current debt obligations.

Liquidity ratio

The practice is growing, with leaders citing behavioral science research showing that people typically respond more strongly to a potential loss (such as a financial penalty for not losing weight), a response referred to as __________________, than to an expected gain (such as a financial reward for losing weight).

Loss aversion

The _______________________ is the idea that the single most important factor that can boost motivation, positive emotions, and perceptions during a workday is making progress toward meaningful goals.

Making progress principle

Managers apply ___________________, called negative reinforcement, when they remove an unpleasant consequence once a behavior is improved.

Avoidance learning

Team performance is highest when there is a _____________ amount of conflict: a) low b) moderate c) high

B

The _______________________ lists planned investments in major assets such as buildings, heavy machinery, or complex information technology systems, often involving expenditures over more than a year.

Capital budget

_______________ refers to antagonistic interaction in which one party attempts to block the intentions or goals of another.

Conflict

Feedback control model: After establishing standards of performance, what is the next step?

Measure actual performance

One important aspect of decentralized control in many organizations is __________________

Open-book management

The most common financial analysis focuses on _____________, statistics that express the relationships between performance indicators such as profits and assets, sales, and inventory.

Ratios

____________________ is defined as anything that causes a certain behavior to be repeated or inhibited.

Reinforcement

_____________________ is anything that causes a certain behavior to be repeated or inhibited.

Reinforcement

______________________ is based on the relationship between a given behavior and its consequences.

Reinforcement theory

Which category of needs in the ERG theory include the needs for satisfactory relationships with others?

Relatedness needs

One effective team characteristic is ____________________: Individual members set aside personal agendas; focus on what's best for the team. Collective results define success.

Results oriented

One significant approach to job design is the job characteristics model developed by ____________________ and ___________________

Richard Hackman; Greg Oldham

Hackman and Oldham identified five dimensions that determine a job's motivational potential: _____________________: This is the number of diverse activities that compose a job and the number of skills used to perform it. A routine, repetitious assembly-line job is low in variety, whereas an applied research position that involves working on new problems every day is high in variety.

Skill variety

Effective teams in businesses and other organizations also are those in which members trust one another and are willing to forgo their individual objectives if necessary to accomplish a shared goal. True or false?

True

For an employee to be highly motivated, all three factors in the expectancy model must be high. True or false?

True

Managers set up control systems that consist of the four key steps illustrated in Exhibit 19.1: establish standards, measure performance, compare performance to standards, and make corrections as necessary. True or false?

True

Many companies are responding to changing economic realities and global competition by reassessing organizational management and processes—including control mechanisms. Two major trends are international quality standards and the use of electronic monitoring. True or false?

True

Most organizations measure and control performance using quantitative financial measures. True or false?

True

Studies have found that high employee motivation goes hand in hand with high organizational performance and profits. True or false?

True

Teams are sometimes made up of people who have different work ethics. True or false?

True

The reinforcement approach to employee motivation sidesteps the issues of employee needs and thinking processes described in the content and process theories. True or false?

True

Too much conflict can be destructive, tear relationships apart, and interfere with the healthy exchange of ideas and information. True or false?

True

Too much conflict outweighs the team's cooperative efforts and leads to a decrease in employee satisfaction and commitment, hurting team performance. True or false?

True

If Paloma places a high value on the pay raise, __________ is high, and she will have a high motivational force. On the other hand, if the money has low ____________ (same word) for Paloma, the overall motivational force will be low. For an employee to be highly motivated, all three factors in the expectancy model must be high

Valence

__________________ is the value of outcomes (rewards) to the individual.

Valence

Young children often learn to behave well in school because they see that well-behaved children get more positive attention from the teacher, for example. This is an example of ______________________

Vicarious learning

___________________, or observational learning, occurs when an individual sees others perform certain behaviors and get rewarded for them.

Vicarious learning

Trust is huge on a __________________," says A.J. Paron-Wildes, National Architectural and Design Manager for office furniture company Allsteel. "If you're interacting by phone you can't see their faces or read their body language."

Virtual team

During the _____________ stage, the leader may wish to signify the team's disbanding with a ritual or ceremony, perhaps giving out plaques and awards to members to signify closure and completeness.

Adjourning

Cardinal Health, a distributor of health care products, is a critical link in the health care supply chain and handles one-fourth of all medications prescribed every day. Cardinal embarked on a Lean Six Sigma initiative that has led to a _________ percent drop in the order error rate over a three-year period. Cardinal has now extended the scope of its Six Sigma efforts to its supply chain partners with a goal of achieving zero errors, zero waste, and zero lost revenue.

30

Goal ________________ means that employees have to "buy into" the goals and be committed to them. Having people participate in setting goals is a good way to increase acceptance and commitment.

Acceptance

What are the key components of the goal-setting theory that lead to higher motivation?

Accepted, challenging, specific, provide feedback

One style of handling conflict is the __________________ style: reflects a high degree of cooperativeness, which works best when people realize that they are wrong, when an issue is more important to others than to oneself, when building social credits for use in later discussions, and when maintaining harmony is especially important.

Accommodating (your way)

Which style of handling conflict is unassertive and cooperative?

Accommodating (your way)

Early life experiences typically determine whether people acquire these needs. If children are encouraged to do things for themselves and receive reinforcement, they will acquire a need to ________________. If they are reinforced for forming warm human relationships, they will develop a need for __________________. If they get satisfaction from controlling others, they will acquire a need for _________________.

Achieve; affiliation; power

_____________________ means that people are actively undermining their organization's success.

Active disengagement

The _____________________ stage occurs in committees and teams that have a limited task to perform and are disbanded afterward. During this stage, the emphasis is on wrapping up and gearing down. Task performance is no longer a top priority. Members may feel heightened emotionality, strong cohesiveness, and depression or regret over the team's disbanding.

Adjourning

For more than 20 years, McClelland studied human needs and their implications for management. People who have a high need for ___________________ are successful integrators, whose job is to coordinate the work of several departments in an organization. Integrators include brand managers and project managers, who must have excellent people skills.

Affiliation

When __________________ became CEO of Ford Motor Company in 2008, he emphatically stressed the importance of profitability. At that time, Ford was a sick company, losing $83 million a day, and the stock price had plummeted to $1.01. Mulally initiated Ford's remarkable turnaround by fostering a new culture of accountability that emphasized the use of consistent metrics to gauge performance.

Alan Mulally

Although the top-down process provides some advantages, the movement toward employee empowerment, participation, and learning means that many organizations are adopting ______________________, a process in which lower-level managers anticipate their departments' resource needs and pass them up to top management for approval.

Bottom-up budgeting

__________________ involves lower-level managers anticipating their department's budget needs and passing them up to top management for approval.

Bottom-up budgeting

Thanks to the___________________, for example, the San Diego Zoo was able to redirect resources quickly to protect its valuable exotic bird collection from an outbreak of a highly infectious bird disease without significantly damaging the rest of the organization's budget

Bottom-up process

As a control device, _________________ are reports that list planned and actual expenditures for cash, assets, raw materials, salaries, and other resources. In addition, budget reports usually list the variance between the budgeted and actual amounts for each item.

Budgets

In the two-factor theory, which of these is considered to be a motivator: a) pay and security b) company policies c) work itself d) supervisors

C

A budget that plans and reports investments in major assets to be depreciated over several years is called a(n) ________________

Capital budget

Capital expenditures not only have a large impact on future expenses, but they also are investments designed to enhance profits. Therefore, a ____________________ is necessary to plan the impact of these expenditures on cash flow and profitability.

Capital budget

One of the primary causes of conflict is ________________ over resources, such as money, information, or supplies. When individuals or teams must compete for scarce or declining resources, conflict is almost inevitable.

Competition

Work team effectiveness model: Team ________________ includes size, diversity, roles

Composition

One style of handling conflict is the __________________ style: reflects a moderate amount of both assertiveness and cooperativeness. It is appropriate when the goals on both sides are equally important, when opponents have equal power and both sides want to split the difference, or when people need to arrive at temporary or expedient solutions under time pressure.

Compromising (halfway)

_________________ refers to an antagonistic interaction in which one party attempts to block the intentions or goals of another

Conflict

In summary, _____________________ focus on people's underlying needs and label those particular needs that motivate behavior. The hierarchy of needs theory, the ERG theory, the two-factor theory, and the acquired needs theory all help managers understand what motivates people. In this way, managers can design work to meet needs and hence elicit appropriate and successful work behaviors.

Content theories

_____________________ are theories that emphasize the needs that motivate people.

Content theories

Teams of researchers asked managers in thousands of organizations questions designed to determine how well they were implementing various management control practices, such as establishing standards and targets and measuring performance data, and they found that better _______________ is strongly correlated with better organizational productivity and performance.

Control

Another type of activity ratio, the __________________, is purchase orders divided by customer inquiries. This ratio is an indicator of a company's effectiveness in converting inquiries into sales.

Conversion ratio

The job characteristics model says that _______________ include: skill variety, task identity, autonomy, feedback

Core job dimensions

One contribution of teams is ______________________: Because teams include people with diverse skills, strengths, experiences, and perspectives, they contribute to a higher level of creativity and innovation in the organization. One factor that has been overlooked in the success of Apple, for instance, is that Steve Jobs built a top management team of superb technologists, marketers, designers, and others who kept the company's innovative juices flowing. Most of Jobs's top management team worked with him for a decade or more

Creativity an innovation

The liquidity ratio indicates an organization's ability to meet its current debt obligations. For example, the _______________ (current assets divided by current liabilities) tells whether the company has sufficient assets to convert into cash to pay off its debts, if needed.

Current ratio

Assets are what the company owns, and they include _______________ assets (those that can be converted into cash in a short time period) and ______________ assets (such as buildings and equipment that are long term in nature).

Current; fixed

Consider two sisters arguing over the last orange in the fruit bowl. Each insists that she should get the orange and refuses to give up (________________). If one sister had asked the other why she wanted the orange, the sisters would have discovered that one wanted to eat it, and the other wanted the peel to use for a project (_________________).

Demands; interests

One interesting finding concerns the cross-cultural differences in the impact of job characteristics. Intrinsic factors such as autonomy, challenge, achievement, and recognition can be highly motivating in countries such as the United States. However, they may contribute little to motivation and satisfaction in a country such as Nigeria and might even lead to _____________________.

Demotivation

An organization that wants to go bossless should consider the motivational method of ____________________: At Menlo Innovations, information concerning motivational factors is so open that a new employee is likely to feel exposed. A chart displays the names, titles, and pay grades of all employees. In response to a question about what it felt like to have his salary visible to colleagues, an employee responded, "It's liberating."

Don't hide information

Mary Laschinger, currently CEO of Veritiv Corporation, says one of the most important lessons she learned early in her management career was that she needed to ___________ people.

Engage

The first step of the feedback control model is what?

Establish strategic goals

__________________ needs come after belongingness needs and on the hierarchy of needs theory and include recognition, approval, high status, and increased responsibilities.

Esteem

According to _______________________, a reward that effectively motivates one individual doesn't necessarily work for another. So how can employers create attractive rewards that motivate all their employees, especially when economic conditions necessitate cuts in salary and benefits budgets? Some managers are turning to gift cards.

Expectancy theory

Walmart is using ______________________ by tying some senior executive compensation to an overhaul of its corporate compliance program (executives' compliance with antibribery laws and other policies for international behavior). By tying rewards directly to achieving specific compliance goals, top leaders are demonstrating that the compliance overhaul is a priority.

Expectancy theory

____________________ is based on the relationship among the individual's effort, the individual's performance, and the desirability of outcomes associated with high performance.

Expectancy theory

____________________________ is concerned not with identifying types of needs, but with the thinking process that individuals use to achieve rewards.

Expectancy theory

A budget that outlines the anticipated and actual expenses for a responsibility center is called an ________________

Expense budget

Sometimes called a command team, the __________________ in some cases may include three or four levels of hierarchy within a functional department. Typically, the team includes a single department in an organization. A financial analysis department, a quality control department, an engineering department, and a human resource department are all functional teams. Each is created by the organization to attain specific goals through members' joint activities and interactions.

Functional team

One way of expressing conflict is ______________________: With this approach, communication is also unambiguous, but the person uses a low-voltage style, such as asking questions, listening, debating, and deliberating.

High directness - Low intensity

Hackman and Oldham's research into the design of hundreds of jobs yielded the ________________________, which is illustrated in Exhibit 16.8. The model consists of three major parts: core job dimensions, critical psychological states, and employee growth-need strength.

Job characteristics model

________________ are the firm's debts, including both current debt (obligations that will be paid by the company in the near future) and long-term debt (obligations payable over a long period of time).

Liabilities

The _____________________ indicates an organization's ability to meet its current debt obligations.

Liquidity ratio

What are the five steps of the benchmarking process in order?

Plan, find, collect, analyze, improve

The ____________________ describes the firm's profits relative to a source of profits, such as sales or assets.

Profitability ratio

Managers analyze a company's profits by studying ______________________, which state profits relative to a source of profits, such as sales or assets.

Profitability ratios

A new approach called ____________________ involves assigning dedicated personnel within a particular functional area of the business.

Quality partnering

A _______________________ is defined as any organizational department or unit under the supervision of a single person who is responsible for its activity.

Responsibility center

Managers also promote __________________ by highlighting top performers' strengths and grooming them as examples for others.

Social learning

Free riding is sometimes called _________________ because some members do not exert equal effort.

Social loafing

One contribution of teams is _________________________: Tightly integrated teams can maneuver incredibly fast. Apple again provides an example. Apple's close-knit team has changed pricing as late as 48 hours before the launch of a new product, which would be inconceivable at most companies. In addition, teams can speed product development (as we discussed in Chapter 10), respond more quickly to changing customer needs, and solve cross-departmental problems more quickly.

Speed of response

Hackman and Oldham identified five dimensions that determine a job's motivational potential: ______________________________: This is the degree to which the job is perceived as important and having an impact on the company or consumers. People who distribute penicillin and other medical supplies during times of emergencies would feel that they have significant jobs.

Task significance

David Novak, the recently retired chairman and former CEO of Yum Brands, describes the role of _______________ in the success of the giant restaurant company.

Teamwork

Control is a serious responsibility for every manager. It might not always be a matter of life or death, but as a manager, you will use a variety of measures to monitor employee behavior and keep track of the organization's performance and finances. True or false?

True

Diversity in terms of functional area and skills, thinking styles, and personal characteristics is often a source of creativity. In addition, diversity may contribute to a healthy level of disagreement that leads to better decision making. True or false?

True

Engaged employees know what is expected of them at work and and are able to do their best everyday. True or false?

True

Exhibit 19.8 summarizes some financial ratios, which are measures of an organization's liquidity, activity, profitability, and leverage. These ratios are among the most common, but many measures are used. Managers decide which ratios reveal the most important relationships for their business. True or false?

True

Expense budgets help identify the need for further investigation but do not substitute for it. True or false?

True

Experts say that including people in a virtual team who have worked together before provides a base for trusting relationships and typically makes teamwork run more smoothly. True or false?

True

Expressing conflict in an indirect way can hurt team performance because decisions may be made without complete information and the conflict will escalate without being resolved. Effective team leaders and members typically use a direct but low-key approach. True or false?

True

External rewards are important, but they can lose their power as motivational tools over time. True or false?

True

For example, recent research suggests that gender diversity, particularly with more women than men on a team, leads to better performance. Ethnic, national, and racial diversity sometimes can hinder team interaction and performance in the short term, but with effective leadership, the problems fade over time. True or false?

True

For successful integrative negotiation, people stay focused on the problem and the source of conflict, rather than attacking or attempting to discredit each other. True or false?

True

Giving people more control over their work schedules and opportunities to contribute ideas are two ways that managers meet people's higher-level needs. True or false?

True

Important norms for high team effectiveness include psychological safety and equal participation. True or false?

True

In every organization, managers need to watch how well the organization is performing financially by watching the numbers. Not only do the numbers tell whether the organization is on sound financial footing, but they also can be useful indicators of other kinds of performance problems. For example, a sales decline may signal problems with products, customer service, or sales force effectiveness. True or false?

True

In general, as a team increases in size, it becomes harder for each member to interact with and influence the others. Subgroups often form in larger teams, and conflicts among them can occur. Turnover and absenteeism are higher because members feel less like an important part of the team. True or false?

True

In organizations that have shifted to a bossless workplace, where no one is telling people what to do and keeping tabs on whether they do it, managers need people who can act based on their own motivation. True or false?

True

Issues of particular concern to managers for team effectiveness are selecting the right type of team for the task, balancing the team's size and diversity, and ensuring that both task and social needs are met. True or false?

True

Meeting employee needs helps keep motivation at Zingerman's high. In addition to sharing information at the weekly huddles, employees frequently send e-mail or text messages to Weinzweig or Saginaw with tips and ideas for saving money, increasing sales, or generally doing things better. Krystal Walls, who works in the mail-order business, says, "I have never worked anywhere where I was trusted or respected like this. True or false?

True

Morale is almost always higher in cohesive teams, and cohesiveness can also contribute to higher productivity. True or false?

True

Researchers at the London School of Economics analyzed more than 50 studies to examine what gets people motivated at work. They concluded that people give their best effort when the work itself interests and excites them, when they feel that their work provides meaning and purpose, and when they feel appreciated for their work and contributions. True or false?

True

Sacha Chua wanted to better understand how her sleep schedule affected her professional priorities, so she monitored her bedtimes, wake-up times, and amount of sleep over several weeks using a tracker called Sleep On It. She changed her routine and started waking up at 5:40 a.m. instead of 8:30 a.m. She gave up late-night activities like browsing the Web and started going to bed earlier. With these adjustments, she discovered that her work productivity soared. True or false?

True

The job characteristics model says that the more these five core characteristics can be designed into the job, the more the employees will be motivated and the higher will be the employees' performance, quality of work, and satisfaction. True or false?

True

This integrated, partnering approach to quality makes it possible to detect and address defects early in the product life cycle, when they can be corrected most easily. Another advantage of this approach is that quality partners are viewed as "insiders" and peers who are readily accepted into the work group. True or false?

True

Poor communication can occur in any team, but ____________ and _____________ teams are particularly prone to communication breakdowns.

Virtual; global

Well-designed control systems include four key steps: establish standards, measure performance, compare performance to standards, and make corrections as necessary. True or false?

True

When conflicts are expressed with high intensity, others tend to respond with defensiveness. They may stop listening and hold fast to their own positions, making a positive resolution unlikely. True or false?

True

With successful teams, the requirements for task performance and social satisfaction are met by the emergence of two types of roles: task specialist and socioemotional. True or false?

True

With today's technology, managers can keep tabs on what employees are doing practically all the time. True or false?

True

Work team effectiveness model: Team _______________ includes formal, self-managed, virtual/global

Type

The challenge for leaders is to understand the stages of development and take action that will lead to smooth functioning. True or false?

True

Xerox collected information on the order fulfillment techniques of L. L. Bean, the Freeport, Maine, mail-order firm, and learned ways to reduce warehouse costs by _______ percent.

10

For more than 20 years, McClelland studied human needs and their implications for management. People with a high need for _____________________ are frequently entrepreneurs.

Achievement

Achieving a win-win solution through _________________ negotiation is based on four key strategies: -Separate the people from the problem -Focus on underlying interests, not current demands. -Listen and ask questions. -Insist that results be based on objective standards

Integrative

In other words, our _______________ are like a hidden catalog of the things that we want and will work to get.

Needs

______________________ is defined as the extent to which members are attracted to the team and motivated to remain in it.

Team cohesiveness

A TQM program has the greatest chance of success in a corporate culture that values quality and stresses continuous improvement. True or false?

True

A _________________ shows that assets equal liabilities plus owner's equity

Balance sheet

____________________ refers to the set of techniques by which reinforcement theory is used to modify human behavior.

Behavior modification

In some Chinese factories, leaders have gone beyond financial incentives to try to meet ___________________ and ______________ needs of employees with work contests, American Idol-type singing contests, karaoke rooms, dinners with managers, and more communications about the greater purpose of employees' contributions.

Belongingess; esteem

Which financial ratio is current assets/current liabilities

Current ratio

Which two ratios are liquidity ratios?

Current ratio and quick ratio

A person's ______________________ is the expectancy that putting effort into a given task will lead to high performance.

E → P expectancy

The actions of _____________________ control: Uses detailed rules and procedures; formal control systems. Uses top-down authority, formal hierarchy, position power, quality control inspectors. Relies on task-related job descriptions. Emphasizes extrinsic rewards (pay, benefits, status). Features rigid organizational culture; distrust of cultural norms as means of control.

Hierarchical

An organization that wants to go bossless should consider the motivational method of ____________________: Hiring workers who are self-starters and team players can be vital to making a boss-free system work. Technical wizards who are jerks will poison the culture. Cissy Pau of Clear HR Consulting says employees "need to know what to do, how to do it, when to do it."

Hire attitude over aptitude

The ___________________ summarizes the firm's financial performance for a given time interval.

Income statement

Empowering employees involves giving them four elements that enable them to act more freely to accomplish their jobs: ______________________

Information, knowledge, power, and rewards.

The outcome of team cohesiveness can fall into two categories:

Morale and productivity

During the ________________ stage, individual personalities emerge. People become more assertive in clarifying their roles and what is expected of them. This stage is marked by conflict and disagreement.

Storming

The __________________ role is a team role in which an individual devotes personal time and energy to helping the team accomplish its activities and reach its goal.

Task specialist

Two basic types of conflict that occur in teams are _________ conflict and _____________ conflict.

Task; relationship

Frederick Herzberg developed another popular theory of motivation called the ______________________.

Two-factor theory

The center of the scale is neutral, meaning that workers are neither satisfied nor dissatisfied. Herzberg believed that two entirely separate dimensions contribute to an employee's behavior at work. This theory is called the ___________________

Two-factor theory

On a practical level, organizations can save employees time and cut travel expenses when people meet in ____________ teams rather than physical space. IBM reported that it saved more than $50 million in travel-related expenses in one recent year by using these teams

Virtual

A ___________________ is a team made of members who are geographically or organizationally dispersed, rarely meet face to face, and interact to accomplish their work primarily using advanced information and telecommunications technologies.

Virtual team

The _________________ measures the organization's internal performance with respect to key activities defined by management.

Activity ratio

_________________ proposed the ERG theory which identified three categories of needs

Clayton Alderfer

Which ratio is purchase orders/customer inquiries

Conversion ratio

________________ pertains to performance and the quality and quantity of task outputs as defined by team goals.

Productive output

Which ratio is net income/total assets?

Return on assets (ROA)

Andy Mattes leads an effective ____________________ at Diebold, the largest manufacturer of ATMs in North America.

Virtual team

Among call center teams at Bank of America, for example, productivity rose _________ percent when leaders scheduled more face-to-face interaction time outside of formal meetings.

10

Thanks to Facebook's ______________________, there now is such a tool, referred to as the "breakup flow," and millions of people have used some aspect of it to ease the pain of breaking up in the digital age.

Compassion Team

A healthy level of conflict helps to prevent ___________________ in which people are so committed to a cohesive team that they are reluctant to express contrary opinions.

Groupthink

Herzberg's Two-Factor Theory includes what two factors?

Hygiene factors and motivators

The __________________, sometimes called a profit-and-loss statement or P&L for short, summarizes the firm's financial performance for a given time interval, usually one year.

Income statement

_____________________ is the administration of a pleasant and rewarding consequence following a desired behavior.

Positive reinforcement

______________ needs come after physiological needs on the hierarchy of needs theory and include safe work, fringe benefits, and job security

Safety

Cross-functional teams include _______________ and ________________ teams.

Task forces; special-purpose

_________________ is a term that describes technologies that wirelessly transmit data from remote sensors and GPS devices to computers for analysis.

Telematics

Many organizations are moving toward increased control from the top with electronic monitoring. True or false?

True

Moreover, nonfinancial reinforcements such as positive feedback, social recognition, and attention are just as effective as financial incentives. True or false?

True

Norms begin to develop in the first interactions among members of a new team. True or false?

True

One impetus for TQM in the United States is the increasing significance of the global economy. True or false?

True

One of the drawbacks of a traditional quality control program is that people from the quality control department are often seen as "outsiders" to the business groups they serve. True or false?

True

One study suggests that higher levels of online communication increase team cohesiveness and trust. True or false?

True

Research studies have confirmed that both functional diversity and demographic diversity can have a positive impact on work team performance. True or false?

True

Team characteristics of particular concern are size, diversity, and member roles. True or false?

True

The keys to expectancy theory are the expectancies for the relationships among effort, performance, and the value of the outcomes to the individual. True or false?

True

Trust issues can be a major source of conflict in virtual teams if members feel that they are being left out of important communication interactions. True or false?

True

You have probably noticed in your own life that you are more motivated when you have a specific goal, such as making an A on a final exam, losing 10 pounds before spring break, or earning enough money during the summer to buy a used car. True or false?

True

One thing effective virtual leaders do is use __________________ to build relationships through: Bring attention to and appreciate diverse skills and opinions. Use technology to enhance communication and trust. Ensure timely responses online. Manage online socialization.

Virtual technology

Research and development of drugs and treatments is a huge expense for pharmaceutical companies, so many managers have implemented____________________ in their R&D to improve financial performance. "It really forces you to ask yourself, do you need to spend this," says former Valeant Pharmaceuticals CFO Howard Schiller. "When people have to explain it, and justify it, you often get to a different answer."

Zero-based budgeting

To lower costs and increase operational efficiency at Heinz and Kraft, 3G Capital implemented ________________________, requiring managers to justify every dollar they spend from scratch each year.

Zero-based budgeting

The three needs in the acquired needs theory most frequently studied include:

Need for achievement, need for affiliation, need for power

In a classic article on the control function, _________________ summarizes the concept as follows: "The essence of control is action which adjusts operations to predetermined standards, and its basis is information in the hands of managers."

Douglas S. Sherwin

Many big law firms are reducing the compensation of ________ to ___________ percent of their partners each year in order to free up money to hire and reward "star performers," rejecting the traditional practice of paying partners relatively similar amounts. The change fits with the strategy of rewarding people who generate more business, but it is having a damaging effect on the morale and motivation of other partners, who perceive the new compensation scheme as inequitable

10; 30

Based on the Greek letter sigma, which statisticians use to measure how far something deviates from perfection, Six Sigma is a highly ambitious quality standard that specifies a goal of no more than ______________ defects per million parts.

3.4

The most effective managers also emphasize Quadrant _______ techniques that tap into deep-seated employee energy and commitment by helping people get intrinsic rewards from their work.

4

According to recent surveys, nearly half of all organizations use virtual teams, and about_____________ percent of responding employees say they have worked in a virtual team at some time.

80

Similarly, a recent survey of employees in the United States found that ____________ percent say receiving gratitude makes them more motivated to work harder.

80

The _____________________ shows the firm's financial position with respect to assets and liabilities at a specific point in time.

Balance sheet

The_________________ shows the firm's financial position with respect to assets and liabilities at a specific point in time.

Balance sheet

Another set of tracking tools can help you gather data as you perform ___________________, such as client research on your smartphone or statistical analysis in Microsoft Excel

Cognitive tasks

Probably the most famous _____________ was developed by Abraham Maslow and is called the hierarchy of needs

Content theory

Many _______________ factors can influence the success of a TQM program. For example, quality circles are most beneficial when employees have challenging jobs

Contingency

Campbell Soup Company, which controls 60 percent of the U.S. soup market, is piling up profits by implementing cost-saving ideas suggested by its employees. At the plant in Maxton, North Carolina, factory workers huddle every morning with managers to find ways to save the company money. These employees are part of a __________________ culture where both managers and workers share the company's goals and collaborate on ways to improve efficiency.

Decentralized

In connection with the shift to employee participation and empowerment, many companies are adopting a __________________ rather than a hierarchical control process.

Decentralized

Feedback control model: After establishing strategic goals, what is the next step?

Establish standards of performance

Millennial employees, who, according to their managers, report for work with self-esteem to spare, often proceed directly from ______________ needs to _______________ needs. Once they're satisfied that they're receiving fair pay, what younger employees want most is training.

Existence; growth

When Dan Price increased the minimum wage at Gravity Payments to $70,000 a year, some valuable employees left their jobs because they felt that the new pay system was _________________

Inequitable

Which ratio is total sales/average inventory?

Inventory turnover

During the _______________ stage, the team leader should emphasize unity within the team and help to clarify team norms and values.

Norming

The first step involves _________________ the benchmarking study, which includes identifying the objectives of the study and the characteristics of a product or service that significantly influence customer satisfaction.

Planning

Research at Google into hundreds of team characteristics found that two norms were especially important to both positive team feelings and productive team output:

Psychological safety and equal participation

The most common financial analysis focuses on the use of ____________—statistics that express the relationships between performance indicators such as profits and assets, sales, and inventory.

Ratios

According to the job characteristics model, autonomy leads to experienced ________________ for outcomes of the work

Responsibility

A _____________________ is any organizational department or unit under the supervision of a single person who is responsible for its activity.

Responsibility center

Another popular approach based on a decentralized control philosophy is _________________________, an organization-wide effort to infuse quality into every activity in a company through continuous improvement.

Total quality management (TQM)

A study of five chain restaurants found that electronic monitoring decreased employee theft and increased hourly sales. However, too much emphasis on close monitoring can damage employee trust, create unhealthy levels of stress for employees, and hurt performance. True or false?

True

Rules for reaching a win-win solution: focus on ______________ not _________________

Underlying interests; current demands

Rules for reaching a win-win solution: listen and _______________

Ask questions

One of the most common efforts for reducing a perceived inequity includes _____________________: A person may change his or her outcomes. An underpaid person may request a salary increase or a bigger office. A union may try to improve wages and working conditions to be consistent with a comparable union whose members make more money.

Change outcomes

Which style of handling conflict is assertive and cooperative?

Collaborating (our way)

Japanese companies have realized extraordinary success from making a series of mostly small improvements. This approach, called ______________________, or kaizen, is the implementation of a large number of small, incremental improvements in all areas of the organization on an ongoing basis.

Continuous improvement

Thanks to La-Z-Boy's dedication to _______________________, operating expenses have been reduced by about $50 million a year. Over a recent three-year period, productivity improved by 42 percent and scrap was reduced by 71 percent. Increases in productivity and decreases in cost mean consumers can purchase a basic La-Z-Boy recliner for about the same price they might have paid when the Dayton facility first went into operation in the early 1970s.

Continuous improvement

_____________________, or kaizen, is the implementation of a large number of small, incremental improvements in all areas of the organization on an ongoing basis.

Continuous improvement

Liabilities are the firm's debts, including both ___________ debt (obligations that will be paid by the company in the near future) and ______________ debt (obligations payable over a long period of time).

Current; long-term

___________________ indicators on the balanced scorecard measure information such as how customers view the organization and customer retention and satisfaction. These data may be collected in many forms, including testimonials from customers describing superlative service or from customer surveys.

Customer service

What is the leverage ratio called that is discussed in the book?

Debt ratio

Which ratio is total debt/total assets?

Debt ratio

The manager's role is to remove __________________—that is, to provide hygiene factors sufficient to meet basic needs—and then to use motivators to meet higher-level needs and propel employees toward greater achievement and satisfaction.

Dissatisfiers

Feedback control model: After comparing performance to standards and if adequate, what is the next step?

Do nothing or provide reinforcement

Work team ____________________ is based on three outcomes—productive output, personal satisfaction, and the capacity to adapt and learn.

Effectiveness

Work team effectiveness model: Work team ________________ includes productive output, personal satisfaction, capacity to adapt and learn

Effectiveness

___________________ focuses on individuals' perceptions of how fairly they are treated compared with others. Developed by J. Stacy Adams, it proposes that people are motivated to seek social equity in the rewards they receive for performance.

Equity Theory

A theory that focuses on individuals' perceptions of how fairly they are treated relative to others is called the __________________

Equity theory

Which category of needs in the ERG theory include the needs for physical well-being?

Existence needs

______________________ proposes that motivation depends on individuals' assumptions about their ability to perform tasks and receive desired rewards.

Expectancy theory

_______________________ proposes that motivation depends on individuals' expectations about their ability to perform tasks and receive desired rewards.

Expectancy theory

One effective team characteristic is ___________________: Members feel comfortable disagreeing and challenging one another in the interest of finding the best solution.

Healthy conflict

______________________ involves monitoring and influencing employee behavior through extensive use of rules, policies, hierarchy of authority, written documentation, reward systems, and other formal mechanisms

Hierarchical control

Abraham Maslow's ____________________ theory proposes that people are motivated by multiple needs and that these needs exist in a hierarchical order

Hierarchy of needs

Once a need is satisfied, it declines in importance, and the next higher need is activated. This describes Abraham Maslow's _____________________ theory

Hierarchy of needs

Employees at Salesforce.com, which provides cloud computing services to organizations such as Bank of America, Cisco, Google, and the Japanese government, are motivated by being on the "cutting edge" of reinventing how companies handle ordinary but critical tasks like sales, customer relations, and internal communications. They make use of ____________________ rewards

Intrinsic

The ________________ asserts that positively reinforced behavior tends to be repeated, and unreinforced or negatively reinforced behavior tends to be inhibited.

Law of effect

When employees have a chance to accomplish something that provides real value, they feel a sense of _____________________

Meaningfulness

Herzberg believed that when _________________ are absent, workers are neutral toward work, but when they are present, workers are highly motivated and satisfied.

Motivators

The goal of _________________________ is to get every employee thinking and acting like a business owner.

Open-book management

An organization that wants to go bossless should consider the motivational method of ____________________: Thomas Davenport, co-author of Manager Redefined, says managers must learn to motivate in a different way. "Nobody comes to work in the 21st century world and says, 'Please manage me.' They say, 'Create an environment where I can be successful.'" Managers must learn to see themselves as working among equals rather than being above others. Their new job is to support the people around them, remove obstacles, and encourage better work, which is similar to "servant leadership," as described in Chapter 15.

Reinvent management

Teams initiated efforts to use plant water flow to drive mini-hydraulic electric generators, and the company's Green Payback Curve recycled a variety of waste products. Assembly-line lights were turned down during breaks and shift changes to decrease the company's carbon footprint. Respect for and confidence in its teams has made __________ a recognized leader of sustainability in manufacturing.

SIA

Because of the weak economy and high unemployment in recent years, _____________ needs have taken priority for many people. One job satisfaction survey indicated that job security was the most important element of job satisfaction, with good benefits being second most important.

Safety

______________________ is related to the reinforcement perspective, but it proposes that an individual's motivation can result not just from direct experience of rewards and punishments, but also from the person's observations of other people's behavior

Social learning theory

t 6-foot-9, professional hockey player Zdeno Chara is a commanding presence, but as the captain of the Boston Bruins, he is all about making team members feel like equals who all contribute to the group's success. Chara plays a ___________________ role on the team and has established certain boundaries that help unite people. For example, team members cannot refer to new players as "rookies," nor are they allowed to engage in any kind of harmful bullying behavior that can be common on sports teams.

Socioemotional

In 2008, Ford Motor Company created a _______________ team to solve a problem that could determine whether the company survived the turmoil in the automotive industry. Managers knew that without parts, nothing else they did to save the company would matter.

Special-purpose

Goal _________________ refers to the degree to which goals are concrete and unambiguous. Specific goals, such as "Visit one new customer each day" or "Sell $1,000 worth of merchandise a week," are more motivating than vague goals, such as "Keep in touch with new customers" or "Increase merchandise sales."

Specificity

Within the organization's overall strategic plan, managers define goals for organizational departments in specific, operational terms that include a __________________ against which to compare organizational activities.

Standard of performance

__________________ refers to disagreements among people about the goals to be achieved or the content of the tasks to be performed.

Task conflict

What asks these questions: -How well do we serve our customers? -Do actions contribute to improving financial performance? -Do internal processes and activities add value for customers and shareholders? -Are we learning, changing, and improving?

The balanced scorecard

A company can use leverage to make its assets produce more than they could on their own. However, too much borrowing can put the organization at risk for being unable to keep up with repayment of its debt. True or false?

True

A good strategy for most negotiations is to listen and ask questions. You can learn more about your opponent's position, constraints, and needs by being quiet or asking questions. True or false?

True

A key to vicarious motivation, though, is to make sure that the learner knows that the desired behaviors are rewarded. True or false?

True

As companies flatten their hierarchies and eliminate managers, motivated employees become especially important. In a truly bossless organization, no one is taking attendance or monitoring work. People and teams act on their own. True or false?

True

Each of the five styles of handling conflict is appropriate in certain cases, and effective team members and leaders vary their styles to fit the specific situation. True or false?

True

Each party in a negotiation has its own interests and naturally would like to maximize its outcomes. Successful negotiation requires focusing on objective criteria and maintaining standards of fairness rather than using subjective judgments about the best solution. True or false?

True

Effective management control involves subjective judgment and employee discussions, as well as objective analysis of performance data. True or false?

True

Effective managers want people to receive both extrinsic and intrinsic rewards to meet their needs. True or false?

True

Effectively implementing Six Sigma requires a major commitment from top management because Six Sigma involves widespread change throughout the organization. True or false?

True

Exercise, amount of sleep, and the stress levels of knowledge workers have been shown to affect productivity, creativity, and job performance. True or false?

True

For a team to be successful over the long run, it must be structured in a way that both maintains its members' social well-being and accomplishes its task. True or false?

True

Like other aspects of TQM, Six Sigma is not just for manufacturing organizations. Service firms have reaped significant benefits from Six Sigma and other TQM techniques. True or false?

True

One of the primary advantages of virtual teams is the ability to assemble the most talented group of people to complete a complex project, solve a particular problem, or exploit a specific strategic opportunity. The diverse mix of people can fuel creativity and innovation. True or false?

True

In a survey of manufacturing organizations, about _______ percent of respondents reported using some kind of team, but only __________ percent of those companies rated their teaming efforts as highly effective. Just over half of the respondents said their efforts were only "somewhat effective," and ________ percent considered their efforts not effective at all.

80; 14; 15

Participation in the health-risk assessment program at Mohawk Industries increased ____________ percent after managers began penalizing employees $100 if they didn't participate. Previously, the company offered rewards for participation, but enrollment rates remained low, which sparked the shift to penalties.

97

For example, a manager might motivate people to work hard by emphasizing the weak economy and high unemployment rate. This is an approach of motivating workers from quadrant ______________

2

At Hilcorp Energy, for example, managers offered employees the chance to earn a bonus of $100,000 each if they helped the organization meet its growth goal. This would most likely be a motivating approach from quadrant _______________

3

Lenders may consider a company with a debt ratio above _________ to be a poor credit risk.

1.0

Hundreds of thousands of organizations in _________ countries, including the United States, have been certified against ISO 9000 standards to demonstrate their commitment to quality.

157

Introduced by Xerox in ______________, benchmarking is now a major TQM component.

1979

The _________________ process includes: 1) Plan 2) Find 3) Collect 4) Analyze 5) Improve

Benchmarking

**This is a question on the exam** What is the most important driver in my getting an education?

Combination of intrinsic and extrinsic motivation

In companies where employees are fully________________, all employees have access to all financial and operational information.

Empower

Employee ______________________ means that people enjoy their jobs and are satisfied with their work conditions, contribute enthusiastically to meeting team and organizational goals, and feel a sense of belonging and commitment to the organization.

Engagement

___________________ provide the basic information used for financial control of an organization. Two major ones—the balance sheet and the income statement—are the starting points for financial control.

Financial statements

If your smartphone operated at Four Sigma, you would be without service for more than _________ hours a month. At Six Sigma, it would be about nine seconds a month.

Four

What are the two activity ratios?

Inventory turnover and conversion ratio

The ______________________ model posits that core job dimensions are more rewarding when individuals experience three psychological states in response to job design.

Job characteristics

Despite its promise, TQM does not always work. A few firms have had disappointing results. In particular, _____________ principles might not be appropriate for all organizational problems, and some companies have expended tremendous energy and resources for little payoff.

Six Sigma

A ___________________ team is a team created outside the formal structure to undertake a project of special importance, such as developing a new product.

Special-purpose

One type of cross-functional team is a ________________, which is a group of employees from different departments formed to deal with a specific activity and existing only until the task is completed. For example, after one of its suppliers went out of business, an aerospace company created a task force to solve the problem of an unexpected loss of key parts needed to keep aircraft assembly going

Task force

A __________________ is an informal standard of conduct that is shared by team members and guides their behavior.

Team norm

Think of the _____________________ as a thermometer that provides a reading on the health of the business at the moment you take its temperature.

Balance sheet

A __________________ contains four major perspectives: financial performance, customer service, internal business processes, and the organization's capacity for learning and growth.

Balanced scorecard

One of the more interesting organizations to become ISO certified was the Phoenix, Arizona, police department's Records and Information Bureau. True or false?

True

The ___________ model therefore is less rigid than Maslow's needs hierarchy, suggesting that individuals may move down as well as up the hierarchy, depending on their ability to satisfy needs.

ERG

A modification of the needs hierarchy that proposes three categories of needs: existence, relatedness, and growth is known as the _______________________

ERG theory

The motivational power of ___________________ is illustrated by something that occurred when Advanced Circuits was having trouble with frequent stops and restarts on its production line, which was costing the company about $50,000 a month. Former CEO Ron Huston came up with a plan. He bought a junk car, placed it in the parking lot, and told employees they could take a sledgehammer to the car every day the production line didn't have a restart. Employees set a goal of flattening the car in 90 days.

Goal setting

Which category of needs in the ERG theory include the needs that focus on the development of human potential and the desire for personal growth and increased competence?

Growth needs

With _____________________ control, the organizational culture is somewhat rigid, and managers do not consider culture a useful means of controlling employees and the organization. Technology often is used to control the flow and pace of work or to monitor employees, such as by measuring the number of minutes that employees spend on phone calls or how many keystrokes they make at the computer.

Hierarchical

______________: satisfy needs; intrinsic or extrinsic

Rewards

At Ciplex, a Web design and marketing company, founder Ilya Pozin did away with all the bosses and reorganized the whole company into _________________ teams who have full freedom to accomplish their goals. Pozin says employees are happier and more productive since he smashed the hierarchy

Self-managed

Several characteristics of team structure and context influence cohesiveness. Second is the concept of ________________. If team members agree on purpose and direction, they will be more cohesive.

Shared goals

The third step in the control process is comparing actual activities to performance standards. When managers read computer reports or walk through the plant, they identify whether actual performance meets, exceeds, or falls short of standards. True or false?

True

The way in which conflict is expressed may determine whether there is a positive or a negative outcome. The most constructive way to express conflict is with high directness but low intensity. True or false?

True

______________________ emphasize the needs that motivate people.

Content theories

_________________ focuses on individuals' perceptions of how fairly they are treated relative to others.

Equity theory

____________________ refers to the imposition of an unpleasant outcome following an undesirable behavior.

Punishment

____________________ is using decentralized control by enlisting its workers to help squeeze efficiency out of its plants.

Campbell Soup

A budget that plans and reports investments in major assets to be depreciated over several years is called a _________________

Capital budget

Two factors in the team's context also influence cohesiveness. The first is the presence of ________________. When a team is in moderate competition with other teams, its cohesiveness increases as it strives to win. Finally, __________________ and the favorable evaluation of the team by outsiders add to cohesiveness. When a team succeeds in its task and others in the organization recognize the success, members feel good, and their commitment to the team will be high.

Competition; team success

The job characteristics model says that ______________________ include: experienced meaningfulness of the work, experienced responsibility for outcomes of the work, and knowledge of the actual results of work activities

Critical psychological states

A quality circle is a group of ________ to ________ volunteer employees who meet regularly to discuss and solve problems that affect the quality of their work.

6; 12

___________________ refers to the ability of teams to bring greater knowledge and skills to job tasks and enhance the potential of the organization to respond to new threats or opportunities in the environment.

Capacity to adapt and learn

The ___________________ estimates receipts and expenditures of money on a daily or weekly basis to ensure that an organization has sufficient cash to meet its obligations.

Cash budget

One of the most common efforts for reducing a perceived inequity includes ________________________: A person may choose to increase or decrease his or her inputs to the organization. Individuals who believe that they are underpaid may reduce their level of effort or increase their absenteeism. Overpaid people may increase their effort on the job.

Change work effort

_____________________ suggests that motivation depends on individuals' expectations about their ability to perform tasks and receive desired rewards. It is associated with the work of Victor Vroom, although a number of scholars have made contributions in this area.

Expectancy theory

At J. A. Counter, employees can come and go as they please, without telling anyone where they are going or why, as long as they get their jobs done. True or false?

True

Tips on how to run a good meeting: _______________________: -end with a call to action -follow up swiftly

Attend to the end as much as the beginning

A recent study indicates that the link between intrinsic characteristics and job motivation and satisfaction is weaker in economically disadvantaged countries with poor governmental social welfare systems, as well as in countries that value high power distance. Thus the _______________ model would be expected to be less effective in these countries.

Job characteristics

The ______________________ is the idea that the single most important factor that can boost motivation, positive emotions, and perceptions during a workday is making progress toward meaningful goals

Making progress principle

Quadrant___________ methods attempt to motivate people by tapping into their self-doubts or anxieties.

2

If a hypothetical company, Oceanographics, Inc., has current assets of $600,000 and current liabilities of $250,000, the current ratio is __________________

2.4

Quadrant ______________ methods attempt to influence behavior by using extrinsic rewards that create pleasure.

3

__________________ consists of tracking screen time, measuring cognitive tasks, and improving health

Auto-analytics

One style of handling conflict is the _______________ style: reflects neither assertiveness nor cooperativeness. It is appropriate when an issue is trivial, when there is no chance of winning, when a delay to gather more information is needed, or when a disruption would be costly.

Avoiding (no way)

The _________________ estimates receipts and expenditures of money on a daily or weekly basis to ensure that an organization has sufficient cash to meet its obligations.

Cash budget

In one virtual team developing a custom polymer for a Japanese manufacturer, the marketing team member in the United States was frustrated by a Japanese team member's failure to provide her with the manufacturer's marketing strategy. The Japanese team member, in turn, thought her teammate was overbearing and unsupportive. She knew that the manufacturer hadn't yet developed a clear marketing strategy, and that pushing for more information could damage the relationship by causing the customer to "lose face." The cause of this conflict is poor _________________ which is common in virtual teams and global teams

Communication

Feedback control model: After measuring actual performance, what is the next step?

Compare performance to standards

Which style of handling conflict is in the middle of assertive/unassertive and cooperative/uncooperative?

Compromising (half way)

A ___________________ team is made up of employees from about the same hierarchical level, but from different areas of expertise.

Cross-functional

A study in Germany found that, over a three-year period, only employees who perceived their goals as _______________ reported increases in positive emotions and feelings of job satisfaction and success.

Difficult

What are the three categories of needs in the ERG theory?

Existence, relatedness, growth

Major elements of ___________________ include: Effort, E-P expectancy, performance, P-O expectancy, outcomes, and value

Expectancy theory

Six Sigma quality principles were first introduced by Motorola in the 1980s and were later popularized by General Electric (GE), where former CEO _______________ praised Six Sigma for quality and efficiency gains that saved the company billions of dollars.

Jack Welch

When Elise Lelon, owner of the leadership consulting firm The You Business, couldn't give pay raises because of budget pressures, she created a generous____________________ program tied to the amount of revenue employees generated for the firm. "It gets their juices flowing and it helps the business grow," Lelon says.

Lump-sum bonus

Which financial ratio is cash + accounts receivable/current liabilities?

Quick ratio

A theory based on the relationship between a given behavior and its consequences is called __________________

Reinforcement theory

The _________________ team is given access to the resources, such as information, equipment, machinery, and supplies, needed to perform the complete task.

Self-managed

Some conflict, particularly _____________ conflict, can be beneficial to teams.

Task

When tasks are highly interdependent, a ____________ can be the best approach to ensuring the level of coordination, information sharing, and exchange of materials necessary for successful task accomplishment.

Team

__________________ refers to technologies that wirelessly transmit data from remote sensors and GPS devices to computers for analysis.

Telematics

After a team has been created, it develops by passing through distinct stages. New teams are different from mature teams. True or false?

True

No wonder when the executive council of CIO magazine asked global chief information officers (CIOs) to rank their greatest challenges, managing virtual global teams ranked as the most pressing issue. True or false?

True

Whether an interpersonal conflict has positive or negative effects may be largely determined by how the conflict is expressed. True or false?

True

Quadrant___________ uses negative, extrinsic methods, such as threats or punishments, to get people to perform as desired.

1

Some companies have found that penalizing employees for smoking or being overweight by charging extra for health insurance is an effective way to change behaviors and lower company health care costs. This is an example of an approach from which quadrant of motivating employees (negative approach) Quadrant __________

1

TQM became attractive to U.S. managers in the _________________ because it had been implemented successfully by Japanese companies, such as Toyota, Canon, and Honda, which were gaining market share and an international reputation for high quality.

1980s

Quadrants _______ and ____________ methods can indeed be effective, as fear is a powerful motivator.Footnote However, using fear to motivate people in organizations almost always has negative consequences for employee development and long-term performance.

1; 2

By using an electronic system that assigns and monitors tasks for its warehouse workers, United Grocers, a large wholesaler, says the firm was able to cut payroll expenses by _______ percent while increasing sales by ________ percent

25; 36

Carmelyn P. Malalis, chairperson and commissioner of the New York City Commission on Human Rights, makes a point to tell people when they're doing a good job, and she also tells others about the great work the people on their team are doing. Malalis says she learned early on that she didn't want to lead with fear or force because "it didn't make me inspired to do a good job when I worked with people who did that." She is using a motivating approach from quadrant ______________

3

Public relations firm InkHouse installed a seltzer machine in the office and offers free fruit, chips, cookies, and popcorn. "It helps employees be more excited about coming to work," said InkHouse cofounder Beth Monaghan. They are using an approach to motivate employees from quadrant __________

3

Telematics is projected to be a $_______ billion industry by 2018.

30

In one recent study, researchers asked professionals to advise students about cover letters they were using to apply for jobs. After receiving the feedback, the students then sent notes requesting help with a second letter. About ______________ percent of people agreed to help with a second letter, but when the students added a line to their notes saying "Thank you so much! I am really grateful," the number of people agreeing to help a second time increased to _____________ percent.

32; 66

Dell Inc. achieved a strategic advantage by minimizing its inventory costs. Dividing Dell's annual sales by its small inventory generates an inventory turnover rate of _______________

35.7

**This is a question on the exam** Complete the following sentences as they appeared in the textbook: "The most recent Globoforce Moodtracker Survey indicates that __________________ of employees surveyed say that being recognized for their efforts increased their motivation. "It made me work harder, want to come to work everyday, and I was proud to work for my boss" said one respondent. A lack of recognition was the _______________ reason cited for leaving a job among job seekers."

82 percent; number two

With employee-driven changes like these, Campbell says that operating efficiency at the Maxton plant has climbed to ____________ percent of what its managers say is the maximum possible, up from ____________ percent three years ago. That pays off, as a 1 percent gain in plant efficiency adds $3 million to operating profits.

85; 75

One effective team characteristic is _____________________: Members hold one another accountable rather than relying on managers as the source of accountability.

Accountability

In the acquired needs theory, need for __________________ is the desire to accomplish something difficult, attain a high standard of success, master complex tasks, and surpass others

Achievement

The _______________________ proposes that certain types of needs, including the need for achievement, need for affiliation, and need for power, are acquired during an individual's lifetime of experiences.

Acquired needs theory

The ______________________ measures internal performance with respect to key activities defined by management.

Activity ratio

Which style of handling conflict is unassertive and uncooperative?

Avoiding (no way)

The honeybee is known for its hard work and wise use of natural resources, as well as for living in a cooperative, interconnected community. Likewise, Munich-based ___________ recognizes that true sustainability involves the protection and wise use of not only the environment, but of every resource used to provide quality vehicles for consumers.

BMW

The __________________ provides three types of information: assets, liabilities, and owners' equity.

Balance sheet

A ____________________ is a comprehensive management control system that balances traditional financial measures with measures of customer service, internal business processes, and the organization's capacity for learning and growth.

Balanced scorecard

At its best, use of the __________________ cascades down from the top levels of the organization so that everyone becomes involved in thinking about and discussing strategy. It has become the core management control system for many well-known organizations, such as Bell Emergis (a division of Bell Canada), Exxon Mobil Corporation, CIGNA (insurance), Hilton Hotels, and even some units of the U.S. federal government.

Balanced scorecard

Introduced by Xerox in 1979, __________________ is now a major TQM component.

Benchmarking

The ______________ of the income statement indicates the net income—profit or loss—for the given time period.

Bottom line

_______________ of teams include creativity, quality, speed, productivity/lower costs, employee satisfaction and lead to competitive advantage and higher organizational performance

Contributions

A ___________________ team is composed of employees from about the same hierarchical level, but from different areas of expertise.

Cross-functional

Dr. Diane Meier, a leader in the palliative care trend, notes, "Patients [typically] see a different person for every single part of their body or every problem. The patient as a whole person gets lost." Hospitals are adopting these ___________________ teams because they improve the quality of care provided to patients just when they need it most.

Cross-functional

One effective thing virtual team leaders do is shape _____________ through virtual technology by: Create a psychologically safe virtual culture. Share members' special experience and strengths. Engage members from cultures that may discourage people from sharing their ideas.

Culture

The acquired needs theory, developed by _________________________, proposes that certain types of needs are acquired during the individual's lifetime. In other words, people are not born with these needs but may learn them through their life experiences

David McClelland

Managers therefore track their ______________, or total debt divided by total assets, to make sure it does not exceed a level that they consider acceptable.

Debt ratio

The consequences of ___________________ control: Employees take initiative and seek responsibility. Employees are actively engaged and committed to their work. Employee turnover is low.

Decentralized

With ____________________ control, power is more dispersed and is based on knowledge and experience as much as position. The organizational structure is flat and horizontal, as discussed in Chapter 10, with flexible authority and teams of workers solving problems and making improvements.

Decentralized

_____________________ control is based on values and assumptions that are almost opposite to those of hierarchical control. Rules and procedures are used only when necessary. Managers rely instead on shared goals and values to control employee behavior.

Decentralized

One side wants to win, which means the other side must lose. With this win-lose approach, ________________ negotiation is competitive and adversarial, rather than collaborative, and does not typically lead to positive long-term relationships.

Distributive

One style of handling conflict is the ___________________ style: reflects assertiveness to get one's own way and should be used when quick, decisive action is vital on important issues or unpopular actions, such as during emergencies or urgent cost-cutting requirements.

Dominating (my way)

Which style of handling conflict is assertive and uncooperative?

Dominating (my way)

One contribution of teams is ______________________: As described in Chapter 16, people have needs for belongingness and affiliation. Working in teams can meet these needs and create greater camaraderie across the organization. Teams also reduce boredom, increase people's feelings of dignity and self-worth, and give people a chance to develop new skills. Individuals who work in an effective team cope better with stress, enjoy their jobs more, and have a higher level of motivation and commitment to the organization.

Enhanced motivation and satisfaction T

A state of _________________ exists whenever the ratio of one person's outcomes to inputs equals the ratio of another's outcomes to inputs.

Equity

When Dan Price cut his own salary and announced that every employee at Gravity Payments, even the newly hired clerk or the lowest paid assistant, would earn at least $70,000 a year, he thought people would be happier and more motivated. Then, the problems started. The toughest one for Price was that he started losing some of his best people. A Web developer quit, even though he had gotten a $9,000 raise. Why? He felt like he put 110 percent into his job and didn't like the fact that "people who were just clocking in and out were making the same as me." This is an example of the _________________ theory

Equity

People evaluate equity by a ratio of inputs to outcomes. Inputs to a job include education, experience, effort, and ability. Outcomes from a job include pay, recognition, benefits, and promotions. The input-to-outcome ratio may be compared to that of another person in the work group or to a perceived group average. This is relevant with which theory?

Equity theory

Slow work rate and the supervisor requests faster work. Employee continues slow work and the employer withholds raises, merits pay and praise. This is an example of ______________________: reduces likelihood the behavior will be repeated

Extinction

Hackman and Oldham identified five dimensions that determine a job's motivational potential: _______________________: This is the extent to which doing the job provides feedback to the employee about his or her performance. Jobs vary in their ability to let workers see the outcomes of their efforts. A football coach knows whether the team won or lost, but a basic research scientist may have to wait years to learn whether her research project was successful.

Feedback

______________________ are elements that focus on lower-level needs and consider the presence or absence of job dissatisfiers, including working conditions, pay, and company policies.

Hygiene factors

One factor of expressing conflict is the _______________ with which a conflict is expressed. For example, if a teammate approaches you shouting forcefully that you failed to give her a report she needs, you are likely to become defensive and respond in a negative way. On the other hand, a teammate who approaches you and calmly asks why you haven't given her the report she needs to complete her work opens the door to discussion and positive resolution.

Intensity

Managers in many companies are redesigning simplified jobs into jobs that provide greater variety and satisfaction. One technique, called __________________, is to move employees systematically from one job to another to provide variety and stimulation. Another approach is to combine a series of small tasks into one new, broader job so that people perform a variety of activities, which is referred to as__________________

Job rotation; job enlargement

According to_______________'s theory, low-order needs take priority—they must be satisfied before higher-order needs are activated. The needs are satisfied in sequence: Physiological needs come before safety needs, safety needs before belongingness needs, and so on.

Maslow

According to the job characteristics model, skill variety, task identity, and task significance lead to experienced ________________ of the work

Meaningfulness

Bob Evans, a Google engineer, used an app called ____________________ to explore the relationship between his attention and his productivity. "As engineers, we load up our heads with all these variables, the intellectual pieces of the systems we are building. If we get distracted, we lose that thread in our heads," he said. MeetGrinder revealed to Evans that he needs about four straight hours to get anything challenging done, so he tackles those projects when he has that kind of time, not on days that are interrupted with meetings and phone calls.

MeetGrinder

To understand the importance of ___________________ on a team, consider the 33 miners who were trapped underground after a copper mine collapsed in San José, Chile, in August 2010.

Member roles

Herzberg's second factor, _____________________, influences job satisfaction based on fulfilling higher-level needs such as achievement, recognition, responsibility, and opportunities for personal growth.

Motivators

Laura Ortmann, who owns Ginger Bay Salon and Spa in St. Louis, Missouri, with her husband, discovered that her hairstylists and massage therapists became more motivated to reach their own performance goals once she trained them to understand the company's financial goals. Individual and company goals were recorded prominently on a scoreboard in the break room and listed each employee's daily sales results and whether goals were met. This is an example of ______________________

Open-book management

__________________ allows employees to see for themselves the financial condition of an organization and encourages them to think and act like business owners.

Open-book management

____________________ allows employees to see for themselves—through charts, computer printouts, meetings, and so forth—the financial condition of the company.

Open-book management

Several characteristics of team structure and context influence cohesiveness. Third is ________________ to the team, meaning that members have similar attitudes and values and enjoy being together.

Personal attraction

In the acquired needs theory, need for _________________ is the desire to influence or control others, be responsible for others, and have authority over others

Power

What are the three profitability ratios?

Profit margin on sales, gross margin, return on assets

**This is a question on the exam** In Herzberg's Two-Factor theory of motivation, which of the following is considered a motivator (as opposed to hygiene factor)?

Responsibility

When faced with reordering decisions, Jemal uses 7-Eleven's proprietary ___________________, which helps him analyze sales and profitability data for each product in his inventory.

Retail Information System (RIS)

Another profitability measure is ________________ , which is a percentage representing what a company earned from its assets, computed as net income divided by total assets.

Return on assets (ROA)

A(n) _________________ lists forecasted and actual revenues of the organization.

Revenue budget

__________________ pertains to the team's ability to meet the personal needs of its members and hence maintain their membership and commitment.

Satisfaction

_________________ needs are the top of the hierarchy of needs theory and include opportunities for advancement, autonomy, growth, and creativity.

Self-actualization

It is important for managers to provide performance feedback on a regular, ongoing basis. However, ____________________, where people are able to monitor their own progress toward a goal, has been found to be an even stronger motivator than external feedback

Self-feedback

Hackman and Oldham identified five dimensions that determine a job's motivational potential: _____________________: This is the degree to which an employee performs a total job with a recognizable beginning and ending. A chef who prepares an entire meal has more task identity than a worker on a cafeteria line who ladles mashed potatoes.

Task identity

Numerous studies have found that smaller teams perform better, although most researchers say that it's impossible to specify an optimal team size. One investigation of team size based on data from 58 software development teams found that the best-performing teams ranged in size from _____________ to _____________ members.

Three; six

A team's collective intelligence also increases when people are sensitive to and inquire into one another's moods and emotions. Team members pay attention to and ask about one another's facial expressions, body language, and other nonverbal cues. True or falsee?

True

A virtual team can be local, national, or global, with members coming from one firm or many. True or false?

True

Although not all managers would be comfortable working in an environment where employees come and go as they please, there is some evidence that people who have greater control over their work schedules are significantly less likely to suffer job burnout and are more highly committed to their employers. True or false?

True

Although the Internet and advanced technologies are enabling larger groups of people to work more effectively in virtual teams, studies show that members of smaller virtual teams participate more actively, are more committed to the team, are more focused on team goals, and have higher levels of rapport than larger virtual teams. True or false?

True

Causes of conflict include competition over resources, goal differences, and communication breakdowns. True or false?

True

In organizations, effective teams are built by managers who take specific actions to help people come together and perform well as a team. True or false?

True

Incentive programs can be effective if they are used appropriately and combined with motivational ideas that also provide people with intrinsic rewards and meet higher-level needs. True or false?

True

Once the source of information is identified in the benchmarking process, data is then collected. True or false?

True

Smart negotiators want to learn the other side's constraints so that they can help overcome them. Don't dismiss the opposing party's limitation as unreasonable or think "That's your problem." You can take it on as your own problem and try to come up with a solution for your opponent so that you can get closer to an agreement. True or false?

True

The ERG model and Maslow's needs hierarchy are similar because both are in hierarchical form and presume that individuals move up the hierarchy one step at a time. True or false?

True

The fourth step of the benchmarking process includes analyzing the benchmarking data that has been collected and recommending areas of improvement. True or false?

True

With respect to the productivity of the team as a whole, research findings suggest that teams in which members share strong feelings of connectedness and generally positive interactions tend to perform better. True or false?

True

A ______________ team is a group made up of geographically or organizationally dispersed members who are linked primarily through advanced information and telecommunications technologies.

Virtual

__________________________ is an approach to planning and decision making that requires a complete justification for every line item in a budget instead of carrying forward a prior budget and applying a percentage change.

Zero-based budgeting

**This is a question on the exam** The textbook discussed acquired needs theory, which was developed by David McClelland. For 16 years, McClelland studied managers at AT&T and found that those with a high need for ___________________ were more likely to follow a path of continued promotion over time. More than half of the employees at the top levels had a high need for __________________. In contrast, managers with a high need for _________________ but a low need for __________________ tended to peak earlier in their careers and at a lower level.

power; power; achievement; power

______________ is the stage during which members of temporary teams prepare for the team's disbanding.

Adjourning

A recent finding from the U.S. Department of Labor shows that the top reason for people leaving their jobs is that they "don't feel _____________________"

Appreciated

A model that describes five styles of handling conflict is shown in Exhibit 18.10. The two major dimensions are the extent to which an individual is ______________ versus ____________ and _______________ versus ________________ in his or her approach to conflict:

Assertive, unassertive ; cooperative; uncooperative

New devices such as computer software and smartphone apps help people gather and analyze data about what they do at work so they can use it to do their jobs better. This interest in self-awareness is part of a growing discipline called _____________________, which is the practice of voluntarily collecting and analyzing data about oneself in order to improve.

Auto-analytics

As a simple example, a supervisor who constantly reminds or nags an employee who is goofing off on the factory floor and stops the nagging when the employee stops goofing off is applying _______________________.

Avoidance learning

Slow work rate and supervisor requests faster work. Employee increases work rate and the employer avoids reprimands and negative statements. This is an example of _________________: Increases likelihood that the behavior will be repeated

Avoidance learning

_____________________ is the removal of an unpleasant consequence once a behavior is improved, thereby encouraging and strengthening the desired behavior.

Avoidance learning

______________________ is sometimes called negative reinforcement. The idea is that people will change a specific behavior to avoid the undesired result that the behavior provokes.

Avoidance learning

One dysfunction of a team is _____________________: People don't accept responsibility for outcomes; engage in finger-pointing when things go wrong.

Avoidance of accountability

The___________________ is a comprehensive management control system that balances traditional financial measures with operational measures relating to a company's critical success factors

Balanced scorecard

______________________ is the name given to the set of techniques by which reinforcement theory is used to modify human behavior

Behavior modification

________________ needs come after safety needs on the hierarchy of needs theory and include work groups, clients, coworkers, supervisors

Belongingness

Another option for tracking quality is __________________, the continuous process of measuring products, services, and practices against major competitors or industry leaders.

Benchmarking

The ________________ shows the level of funds flowing through the organization and the nature of cash disbursements.

Cash budget

One effective team characteristic is ____________________: because all ideas are put on the table, people can achieve genuine buy-in around important goals and decisions.

Commitment

The factors that influence team effectiveness begin with the organizational _______________

Context

A commitment to _____________________ has enabled furniture manufacturer La-Z-Boy to thrive, as illustrated by the following example from the company's flagship operation in Dayton, Tennessee.

Continuous improvement

Campbell Soup uses ____________________ at its plant in Maxton, North Carolina, to encourage employees to cut costs and increase efficiency.

Decentralized control

Whereas with punishment, the supervisor imposes an unpleasant outcome such as a reprimand, __________________ involves withholding praise or other positive outcomes.

Extinction

Finally, the component of goal ________________ means that people get information about how well they are doing in progressing toward goal achievement.

Feedback

The ______________ stage of team development is a period of orientation and getting acquainted.

Forming

_______________________ developed another popular theory of motivation called the two-factor theory.

Frederick Herzberg

Many virtual teams are also __________ teams. This team is a cross-border team made up of members of different nationalities whose activities span multiple countries.

Global

Perceived ________________ creates tensions within individuals that motivate them to bring equity into balance.

Inequity

_____________________ are the satisfactions that a person receives in the process of performing a particular action.

Intrinsic reward

Equity theory focuses on individuals' perceptions of how fairly they are treated compared with others. Developed by _____________________, equity theory proposes that people are motivated to seek social equity in the rewards they receive for performance.

J. Stacy Adams

According to the job characteristics model, feedback leads to ____________________ of the actual results of the work activities

Knowledge

The basic assumption underlying behavior modification is the ___________________, which states that behavior that is positively reinforced tends to be repeated, and behavior that is not reinforced tends not to be repeated.

Law of effect

_______________ refers to funding activities with borrowed money.

Leverage

__________________________ allows employees to see for themselves the financial condition of the organization and encourages them to think and act like business owners.

Open-book management

_______________________ is the systematic process through which managers regulate organizational activities to meet planned goals and standards of performance.

Organizational control

_____________________ explain how people select behavioral actions to meet their needs and determine whether their choices were successful.

Process theories

In the ______________________ approach, the quality control personnel work alongside others within a functional area identifying opportunities for quality improvements throughout the work process.

Quality partnering

______________________ involves assigning dedicated personnel within a particular functional area of the business to identify opportunities for improvement throughout the work process.

Quality partnering

_____________________ needs can be met in the organization by providing people with opportunities to grow, be creative, and acquire training for challenging assignments and advancement.

Self-actualization

A _______________ team consists of multiskilled employees who rotate jobs to produce an entire product or service, often led by an elected team member.

Self-managed

A budget is created for every division or department within an organization, no matter how small, as long as it performs a distinct project, program, or function. True or false?

True

A current approach to organizational control is to take a balanced perspective on company performance, integrating various dimensions of control that focus on markets and customers, as well as employees and financials. True or false?

True

If the outcomes that are available from great effort and good performance are not valued by employees, motivation will be low. Likewise, if outcomes have a high value, motivation will be higher. True or false?

True

Many organizations have moved toward increased hierarchical control with the use of electronic monitoring. True or false?

True

Small teams are typically more productive and more satisfying to their members than are large teams. True or false?

True

The content theories as discussed in the book are the hierarchy of needs theory, the ERG theory, the two-factors theory, and the acquired needs theory. True or false?

True

UPS says telematics not only benefits the company but helps the environment as well. In one recent year, the company says telematics saved 1.7 million driving miles, 15 million minutes of idling time, and 103,000 gallons of gas. True or false?

True

Variable compensation and "at risk" pay have become key motivational tools, although these practices have been criticized in recent years for rewarding the wrong types of behavior. True or false?

True

Variable compensation and forms of "at risk" pay such as bonus plans are key motivational tools that are becoming more common than fixed salaries at many companies. True or false?

True

Virtual teams provide many advantages, but they also present new challenges for leaders, who must learn to build trusting relationships in a virtual environment. True or false?

True

When hygiene factors are poor, work is dissatisfying. However, good hygiene factors simply remove the dissatisfaction; they do not in themselves cause people to become highly satisfied and motivated in their work. True or false?

True

When people in work teams go along simply for the sake of harmony, problems typically result. Thus, a degree of conflict leads to better decision making because multiple viewpoints are expressed. True or false?

True

At Morrison Management Specialists, which provides food, nutrition, and dining services to the health care and senior living industries, managers provide training sessions under the title of "Our Great Partnership" and strive to help people see how their jobs make a difference in the lives of elderly or ill people. A "People First" recognition program gives employees a chance to recognize one another for exceptional service. Morrison is using techniques from Quadrant ___________ to motivate employees

4

Maslow's hierarchy of needs: These needs reflect the desire to be accepted by one's peers, have friendships, be part of a group, and be loved. In the organization, these needs influence the desire for good relationships with coworkers, participation in a work group, and a positive relationship with supervisors

Belongingness needs

____________________ proposed a modification of Maslow's theory in an effort to simplify it and respond to criticisms of its lack of empirical verification.

Clayton Alderfer

Within organizations, _______________ needs reflect a motivation for recognition, an increase in responsibility, high status, and credit for contributions to the organization. One example comes from Intuit, where Jennifer Lepird spent weeks working long, grueling hours on a big acquisition deal. After the deal closed, Lepird was delighted to get a thank-you note from her manager, along with a small gift certificate, because it met her need to feel appreciated. "The fact that somebody took the time to recognize the effort made the long hours just melt away," she says.

Esteem

Maslow's hierarchy of needs: These needs relate to the desire for a positive self-image and the desire to receive attention, recognition, and appreciation from others.

Esteem needs

At the Alta Gracia factory in the Dominican Republic, owned by Knights Apparel, employees are motivated by the ___________________ of high pay because they need money to support their families and can't make nearly as much anywhere else.

Extrinsic reward

______________________ are given by another person, such as a manager, and include pay increases, promotions, and praise.

Extrinsic rewards

__________________________ are given by another person, typically a manager, and include promotions, praise, and pay increases. They originate externally, as a result of pleasing others.

Extrinsic rewards

Why does Google (a division of Alphabet) regularly top Fortune magazine's list of "Best Places to Work"? One reason is that Google provides extraordinary _____________________, including good salaries, no-cost health and dental insurance, tuition reimbursement, onsite fitness centers, and free gourmet meals. But the real key to motivation may be the _____________________ people get from working there. Most Google employees say the opportunity to work on projects they find meaningful and challenging is what keeps them satisfied and motivated.

Extrinsic rewards; intrinsic rewards

Alderfer reduced the number of need categories to three and proposed that movement up the hierarchy is more complex, reflecting a _______________________: namely, that failure to meet a high-order need may trigger a regression to an already fulfilled lower-order need

Frustration-regression principle

The completion of a complex task may bestow a pleasant feeling of accomplishment, or solving a problem that benefits others may fulfill a personal mission. These are examples of _____________________

Intrinsic rewards

An organization that wants to go bossless should consider the motivational method of _____________________: At Morning Star, goals, not supervisors, are used for motivation. A tomato sorter pledges to sort a predetermined amount of tomatoes a day, for example. A person responsible for helping evaporate the water out of tomato pulp signs an agreement to evaporate a specific number of gallons of water every week. With a clear goal, people are left alone to do their work.

Let people own the goal

Four categories of motives managers can use: What motives are pain/fear mixed with intrinsic?

Negative approach; tap into self-doubts

When managers at Burgerville, a regional restaurant chain based in Vancouver, Washington, began paying at least 90 percent of health insurance premiums for hourly employees who worked at least 20 hours a week, turnover plunged, employees began working harder to get more hours (which are assigned based on performance), service improved, and sales increased. This is an example of Maslow's need for _______________

Safety

As an example, he points to the plant's first attempt to manufacture an electric lift chair. It had about a _______ percent failure rate in the field. After reintroducing it using the flawless launch process, Robinson reports, "We now have a fraction of _______ percent failure in the field."

40; 1

Research by Yale School of Management's Amy Wrzesniewski found that people who connect their work to a higher purpose are more satisfied with their jobs, tend to work longer hours, and are absent from work less often. When professional services firm KPMG surveyed employees, the company found that employees whose managers talked about KPMG's positive impact on society were _______________ percent more likely to describe the firm as a great place to work

42.4

Surveys by Gallup show that employee engagement in the United States has been steadily increasing since 2013, yet ______________ percent of employees surveyed in early 2016 were identified as not engaged and _____________ percent were actively disengaged.

49.5; 16.5

A survey in the United States and Britain found that people spend an average of _____________ hours a week in meetings, yet __________ percent of respondents considered most of that time wasted.

5.6; 69

Self-managed teams typically consist of ______ to ______ multiskilled workers who rotate jobs to produce an entire product or service or at least one complete aspect or portion of a product or service (e.g., engine assembly or insurance claim processing).

5; 20

A survey from the American Management Association found that ________ percent of employers monitor the Internet use of their employees, _______ percent track employee keystrokes, and _________ percent monitor employee e-mail.

66; 45; 43

**This is a question on the exam** In discussing employee engagement, the textbook cited a survey in which _________________ of people said that "good relationships with coworkers" drove engagement to a high or very high extent. Even more, ________________ pointed to good relationships with their immediate supervisor as highly important.

79 percent; 91 percent

In a survey asking people what factors contribute to their engagement, ___________ percent of people said "good relationships with coworkers" drove engagement to a high or very high extent. Even more (____________ percent) pointed to good relationships with their immediate supervisor as highly important.

79; 91

The "Manager's Shoptalk" describes ____________________, an innovative reporting system for individuals that can provide information that may help people control their own personal and professional growth.

Auto-analytics

Hackman and Oldham identified five dimensions that determine a job's motivational potential: ___________________: This is the degree to which the worker has freedom, discretion, and self-determination in planning and carrying out tasks. A house painter can determine how to paint the house; a paint sprayer on an assembly line has little autonomy.

Autonomy

For example, in the original Xerox study, managers compared Xerox to Japanese competitors and found that "it took twice as long as the Japanese competitors to bring a product to market, five times the number of engineers, four times the number of design changes, and three times the design costs." This is an example of Xerox using ________________________

Benchmarking

_____________________ is defined as "the continuous process of measuring products, services, and practices against the toughest competitors or those companies recognized as industry leaders to identify areas for improvement."

Benchmarking

Making explicit statements about desired team behaviors is a powerful way that leaders influence norms. When he was CEO of Ameritech, _________________ established a norm of cooperation and mutual support among his top leadership team by telling them bluntly that if he caught anyone trying to undermine the others, the guilty party would be fired.

Bill Weiss

On the other hand, _________________________ involves lower-level managers anticipating their department's budget needs and passing them up to top management for approval.

Bottom-up budgeting

Tips on how on how to run a good meeting: ______________________: -start on time, state the purpose, review the agenda -establish ground rules -create involvement -keep in moving

Bring out the best during the meeting

__________________, one of the most commonly used methods of managerial control, is the process of setting targets for an organization's expenditures, monitoring results and comparing them to the budget, and making changes as needed

Budgetary control

_____________________, one of the most commonly used forms of managerial control, is the process of setting targets for an organization's expenditures, monitoring results and comparing them to the budget, and making changes as needed.

Budgetary control

________________________ indicators on the balanced scorecard focus on production and operating statistics. For an airline, they may include on-time arrivals and adherence to safety guidelines.

Business process

Caroline Lim, global head of human resources and corporate affairs at PSA International, provides an example of the ___________________ style. Lim says to motivate her team she always tries to reinforce the positives and show appreciation, but she doesn't "sweep things under the carpet." Lim addresses problems head on and talks with people about ways to learn and improve.

Collaborating

One style of handling conflict is the ____________________ style: reflects a high degree of both assertiveness and cooperativeness. The collaborating style enables both parties to win, although it may require substantial bargaining and negotiation. The collaborating style is important when both sets of concerns are too important to be compromised, when insights from different people need to be merged into an overall solution, and when the commitment of both sides is needed for a consensus.

Collaborating (our way)

For example, research shows that when leaders have high expectations for collaborative problem solving, teams develop strong ______________ norms.

Collaborative

The stunning Beijing National Aquatics Center, built for the 2008 Summer Olympics, resulted from a _________________ style of handling conflict. When designing the Aquatics Center (typically called the "Water Cube"), two architectural firms—one Chinese and the other Australian—developed designs that were totally different. Although this created some tension, instead of fighting for their own ideas, the two sides came up with a totally new concept that excited everyone.

Collaborative

Alex "Sandy" Pentland, a professor at the Massachusetts Institute of Technology (MIT), and his colleagues at MIT's Human Dynamics Laboratory studied teams across diverse industries to identify what gives some teams the energy, creativity, and shared commitment that leads to high productivity. They found positive patterns of __________________ to be the most important predictor of a team's success—as significant as individual intelligence, personality, skill, and the substance of discussions combined

Communication

The organizational _______________ in which the team operates is described throughout this book and includes such matters as overall leadership, strategy, environment, culture, and systems for controlling and rewarding employees.

Context

Work team effectiveness model: Organizational ________________ includes leadership, environment, culture, strategy, reward/control systems

Context

The U.S. furniture industry has been decimated by foreign competition, but a dedication to cost efficiency and ____________________ has enabled La-Z-Boy to flourish.

Continuous improvement

As evidence, licensed safety inspector Saverio F. Todaro recently made a stunning confession in federal court. He revealed that although he had submitted clean asbestos and lead test results for over 200 buildings and apartments, he had not performed a single one of the tests. Although shocking, the Department of Environmental Protection (DEP) claims that these crimes occur frequently and easily because of a lack of _______________

Controls

The Internal Revenue Service (IRS) became embroiled in a controversy that suggests poor attention to ________________________. As a part of the government that many people already loathe, the IRS opened itself to scathing attack by selecting certain groups applying for tax-exempt status for extra scrutiny.

Customer service

The actions of ______________________ control: Features limited use of rules; relies on values, group and self-control, selection, and socialization. Relies on flexible authority, flat structure, expert power; everyone monitors quality. Relies on results-based job descriptions; emphasizes goals to be achieved. Emphasizes extrinsic and intrinsic rewards (meaningful work, opportunities for growth). Features adaptive culture; culture recognized as means for uniting individual, team, and organizational goals for overall control.

Decentralized

With _______________, the organization fosters compliance with organizational goals through the use of organizational culture, group norms, and a focus on goals rather than rules and procedures.

Decentralized control

______________ create yes-or-no obstacles to effective negotiation, whereas _______________ present problems that can be solved creatively.

Demands; interests

______________________ involves determining whether putting effort into a task will lead to high performance.

E → P expectancy

If Paloma, a salesperson at the Diamond Gift Shop, believes that increased selling effort will lead to higher personal sales, we can say that she has a high ________________________ However, if Paloma believes that she has neither the ability nor the opportunity to achieve high performance, the expectancy will be low, and so will be her motivation.

E → P expectancy.

One major element of expectancy theory is _______________________: the assumption that putting effort into a given task will lead to high performance.

E-P expectancy

_____________________ is a modification of the needs hierarchy and proposes three categories of needs: existence, relatedness, and growth.

ERG theory

Hamdi Ulukayahe, founder and CEO of yogurt company Chobani, recently created an ______________ that gave his 2,000 employees shares worth about 10 percent of the company. With Chobani valued at more than $3 billion, the average payout if Chobani goes public or is bought by another company would be around $150,000, and some long-time employees would become millionaires.

ESOP

Goal-setting theory, described by _______________ and __________________, proposes that managers can increase motivation and enhance performance by setting specific, challenging goals, and then helping people track their progress toward goal achievement by providing timely feedback

Edwin Locke; Gary Latham

The final component of the job characteristics model is called ______________________, which means that people have different needs for growth and development.

Employee growth-need strenght

At Ritz-Carlton hotels, employees have up to $1,000 to use at their discretion to create a great customer experience. When homes in the area near the Ritz in Laguna Niguel, California, were evacuated due to risk of fires, the hotel made an exception to its "no pets" rule. One employee anticipated the need for pet food and drove to the nearest grocery for dog and cat food, making life a little easier for harried guests who were temporarily homeless. This is an example of _______________________

Empowerment

One significant way that managers can meet higher motivational needs is to shift power down from the top of the organization and share it with employees to enable them to achieve goals. This is known as _________________

Empowerment

The ________________ stage of development is a period of orientation and getting acquainted. Members break the ice and test one another for friendship possibilities and task orientation. Uncertainty is high during this stage, and members usually accept whatever power or authority is offered by either formal or informal leaders.

Forming

A __________________ is a person who benefits from team membership but does not make a proportionate contribution to the team's work.

Free rider

The term _________________ refers to a team member who attains benefits from team membership but does not actively participate in and contribute to the team's work.

Free rider

There are three primary reasons that teams present a dilemma for many people. One is we have to put up with __________________

Free riders

Two common types of teams in organizations are ___________________ and ___________________

Functional; cross-functional

Other popular methods of incentive pay include ___________________, which rewards all managers and employees in a business unit when predetermined performance targets are met

Gain sharing

When virtual teams are ____________, team leaders face even greater challenges because they must bridge gaps of time, distance, and culture.

Global

One of the primary causes of conflict is _________________ Individual salespeople's targets may put them in conflict with one another or with the sales manager. Moreover, the sales department's goals might conflict with those of manufacturing, and so forth.

Goal differences

A theory that proposes that specific, challenging goals increase motivation and performance when they are accepted by subordinates and these subordinates receive feedback to indicate their progress toward goal achievement is called the _______________________

Goal-setting theory

_____________________, described by Edwin Locke and Gary Latham, proposes that managers can increase motivation and enhance performance by setting specific, challenging goals, and then helping people track their progress toward goal achievement by providing timely feedback

Goal-setting theory

_________________ also energize behavior because people feel compelled to develop plans and strategies that keep them focused on achieving the targets.

Goals

_____________________ interviewed hundreds of workers about times when they were highly motivated to work and other times when they were dissatisfied and unmotivated. His findings suggested that the work characteristics associated with dissatisfaction were quite different from those pertaining to satisfaction, which prompted the notion that two factors influence work motivation.

Herzberg

"The Japanese people are the type to feel more reassured the more rules are in place," said Shintara Goto, a tsunami survivor. This ___________________ method of managing the temporary evacuation centers helped survivors find routine and responsibility, which could play a big role in reducing the long-term psychological and physical toll of this natural disaster.

Hierarchical

The __________________ approach to control is strongly evident in many Japanese companies. Japanese culture reflects an obsession with rules and a penchant for bureaucracy that can excel at turning chaos to order.

Hierarchical

The basic assumptions of _______________ control: People are incapable of self-discipline and cannot be trusted. They need to be monitored and controlled closely.

Hierarchical

The consequences of ___________________ control: Employees follow instructions and do just what they are told. Employees feel a sense of indifference toward work. Employee absenteeism and turnover is high.

Hierarchical

The most well-known content theory is Maslow's ____________________, which proposes that people are motivated by five categories of needs—physiological, safety, belongingness, esteem, and self-actualization—that exist in a hierarchical order.

Hierarchy of needs theory

One way of expressing conflict is _________________________: A person using this approach expresses a conflict unambiguously by using aggressive or antagonistic verbal and nonverbal communication, such as shouting, scowling, or eye rolling.

High directness - High intensity

One contribution of teams is _____________________: Effective teams can unleash enormous energy from employees. In addition, the blend of perspectives enables creative ideas to percolate. At Boeing, innovation teams made up of engineers, mechanics, and other workers have come up with time-saving ideas that have helped to boost production of the 737 jet to 42 a month (up from 31 a few years ago), and the goal is to be producing 57 a month by the end of 2019.

Higher productivity and lower costs

Herzberg believed that two entirely separate dimensions contribute to an employee's behavior at work. The first, called _____________________, involves the presence or absence of job dissatisfiers, such as working conditions, pay, company policies, and interpersonal relationships.

Hygiene factors

One element of Herzberg's two-factor theory, ______________________, focuses on lower-level needs and involves the presence or absence of job dissatisfiers, including working conditions, pay, and company policies.

Hygiene factors

The implication of the two-factor theory for managers is clear. On one hand, providing __________________ will eliminate employee dissatisfaction but will not motivate workers to high achievement levels. On the other hand, recognition, challenge, and opportunities for personal growth are powerful ___________________ and will promote high satisfaction and performance.

Hygiene factors; motivators

Many countries have adopted a universal benchmark for quality management practices, __________________, which represent an international consensus of what constitutes effective quality management as outlined by the International Organization for Standardization (ISO) in Geneva, Switzerland.

ISO 9000 Standards

One contribution of teams is __________________: One criterion for organizational effectiveness is whether products and services meet customer requirements for quality. Perhaps nowhere is this more essential than in health care. The days when a lone physician could master all the skills, keep all the information in his or her head, and manage everything required to treat a patient are long gone. Organizations that provide the highest quality of patient care are those in which teams of closely coordinated professionals provide an integrated system of care.

Improved quality

_________________ occurs when the input-to-outcome ratios are out of balance, such as when a new, inexperienced employee receives the same salary as a person with a high level of education or experience.

Inequity

_______________________ is a collaborative approach that is based on a win-win assumption, whereby the parties want to come up with a creative solution that benefits both sides of the conflict.

Integrative negotiation

This ratio tells how many times the inventory is used up to meet the total sales figure. If inventory sits too long, money is wasted.

Inventory turnover

A _______________ in an organization is a unit of work that a single employee is responsible for performing.It job could include writing tickets for parking violators in New York City, performing magnetic resonance imaging (MRI) at Salt Lake Regional Medical Center, or doing long-range planning for Netflix.

Job

A model of job design that considers core job dimensions, individuals' critical psychological states, and employee growth-need strength is known as the _______________________

Job characteristics model

The ______________________is a model of job design that considers core job dimensions, individuals' critical psychological states, and employee growth-need strength.

Job characteristics model

________________ refers to applying motivational theories to the structure of work to improve motivation, productivity, and satisfaction.

Job design

__________________ is the application of motivational theories to the structure of work for improving productivity and satisfaction.

Job design

Incorporating high-level motivators, such as achievement, recognition, and opportunities for growth, into work is known as ______________________

Job enrichment

Some companies have also found that ____________________ is a great high-level motivator. At J. A. Counter, an insurance and investment advisory firm in New Richmond, Wisconsin, employees can come and go as they please, without telling anyone where they are going or why, so long as they get their jobs done

Job flexibility

One of the most common efforts for reducing a perceived inequity includes _______________________: People who feel inequitably treated may decide to leave their jobs rather than suffer the inequity of being underpaid or overpaid. In their new jobs, they expect to find a more favorable balance of rewards.

Leave the job

One way of expressing conflict is ___________________: With this approach, a person expresses conflict in an ambiguous, low-key way. Behaviors might include withholding information an opponent needs or deliberately missing a deadline.

Low directness - Low intensity

Organizations are increasingly using various types of incentive compensation as a way to motivate employees to higher levels of performance. ______________________, for example, reward employees with a one-time cash payment based on performance.

Lump-sum bonuses

Knowing that they are making everyday progress, even in small steps, can make all the difference in how motivated people feel to continue pursuing a course of action. This applies to the _____________________ principle

Making progress

Managers who understand the motives that compel people to initiate, alter, or continue a desired behavior are more successful as __________________

Motivators

Six Sigma quality principles were first introduced by ________________ in the 1980s and were later popularized by General Electric (GE), where former CEO Jack Welch praised Six Sigma for quality and efficiency gains that saved the company billions of dollars.

Motorola

_______________ creates desire desire to fulfill needs (money, friendship, recognition, achievement) and leads to behaviors

Need

People have _____________—such as for recognition, achievement, or monetary gain—that translate into an internal tension that motivates specific behaviors with which to fulfill various needs.

Needs

______________________ theories explain why organizations find ways to recognize employees, encourage their participation in decision making, and give them opportunities to make significant contributions to the organization and society.

Needs hierarchy

Four categories of motives managers can use: What motives are pain/fear mixed with extrinsic?

Negative approach; threats and punishments

One distinctive type of conflict management is ___________________, whereby people engage in give-and-take discussions and consider various alternatives to reach a joint decision that is acceptable to both parties.

Negotiation

__________________ is used when a conflict is formalized, such as between a union and management.

Negotiation

_____________________ is a conflict management strategy whereby people engage in give-and-take discussions and consider various alternatives to reach a joint decision that is acceptable to both parties.

Negotiation

"Numbers run companies," claims __________________, a veteran entrepreneur and writer for Inc. magazine

Norm Brodsky

________________ refers to the stage of development in which conflicts are resolved and team harmony and unity emerge.

Norming

Rules for reaching a win-win solution: Insist that results be based on ________________ standards

Objective

_______________________ refers to the systematic process of regulating organizational activities to make them consistent with the expectations established in plans, targets, and standards of performance.

Organizational control

_______________________ is the expectancy that high performance of a task will lead to the desired outcome.

P → O expectancy

________________________ involves determining whether successful performance will lead to the desired outcome or reward.

P → O expectancy

If Paloma believes that higher personal sales will lead to a pay increase, we can say that she has a high_____________________ She might be aware that raises are coming up for consideration and talk with her supervisor or other employees to see if increased sales will help her earn a better raise. If not, she will be less motivated to work hard.

P → O expectancy.

Rules for reaching a win-win solution: Separate the ____________ from the _________________

People; problem

Typically, __________________ simplify such comparisons by placing the performance standards for the reporting period alongside the actual performance for the same period and by computing the variance—that is, the difference between each actual amount and the associated standard. To correct the problems that most require attention, managers focus on variances.

Performance reports

During the _________________ stage, the major emphasis is on problem solving and accomplishing the assigned task. Members are committed to the team's mission. They are coordinated with one another and handle disagreements in a mature way. They confront and resolve problems in the interest of task accomplishment. They interact frequently and direct their discussions and influence toward achieving team goals.

Performing

The ________________ stage is the stage in which members focus on problem solving and accomplishing the team's assigned task.

Performing

Four categories of motives managers can use: What motives are pleasure/growth mixed with intrinsic?

Positive approach; help people enjoy their work, get a sense of accomplishment

Slow work rate and supervisor requests faster work. Employee increases work rate and the employer praises the employee or recommends pay raise. This is an example of ___________________: Increases likelihood that the behavior will be repeated

Positive reinforcement

When her husband did something she liked, such as throw a dirty shirt in the hamper, she would use ______________________, thanking him or giving him a hug and a kiss. Undesirable behaviors, such as throwing dirty clothes on the floor, on the other hand, were simply ignored, applying the principle of ___________________

Positive reinforcement; extinction

The final component of the balanced scorecard looks at the organization's ________________________, focusing on how well resources and human capital are being managed for the company's future. Metrics may include things such as employee retention and the introduction of new products.

Potential for learning and growth

For more than 20 years, McClelland studied human needs and their implications for management. A high need for _________________ often is associated with successful attainment of top levels in the organizational hierarchy.

Power

Tips on how to run a good meeting: _________________________: -define the purpose -invite the right people -prepare an agenda and identify the expected outcome

Prepare in advance

_________________, including goal-setting theory, equity theory, and expectancy theory, explain how people select behaviors with which to meet their needs and determine whether their choices were successful.

Process theories

___________________ are a set of theories, including goal-setting theory, equity theory, and expectancy theory, which explains how people select behaviors with which to meet their needs and determine whether their choices were successful.

Process theories

Team __________________ pertain to those dynamics that change over time and can be influenced by team leaders

Processes

One important profitability ratio is the __________________, which is calculated as net income divided by sales.

Profit margin on sales

The income statement, sometimes called a __________________ statement or P&L for short, summarizes the firm's financial performance for a given time interval, usually one year.

Profit-and-loss

One effective thing virtual team leaders do is monitor ______________ and _______________ by: Scrutinize electronic communication patterns. Post targets and scorecards in virtual work space. Reward people through online ceremonies and recognition.

Progress; rewards

Several years ago, Google set out to determine what went into making the perfect team. Through an initiative code named _____________________, a team of Google's statisticians, psychologists, sociologists, engineers, and others gathered data on hundreds of the company's teams to try to figure out why some struggled while others soared.

Project Aristotle

Sometimes called a ___________________, a special-purpose team still is part of the formal organization structure, but members perceive themselves as a separate entity.

Project team

Matt Sakaguchi was interested in the findings because he had previously led a team that hadn't come together so well and was hoping for a better outcome with his new team. He decided to try to establish a norm of ________________________ by gathering the team offsite and asking everyone to share something personal about themselves. Sakaguchi started things off by revealing that he had Stage 4 cancer.

Psychological safety

An example of __________________ is when the board of JPMorgan Chase cut CEO Jamie Dimon's bonus by 50 percent because of oversight failures that led to a multibillion-dollar trading loss related to the so-called "London Whale" fiasco

Punishment

The use of __________________ in organizations is controversial and often criticized because it fails to indicate the correct behavior. However, almost all managers report that they find it necessary to occasionally impose forms of punishment ranging from verbal reprimands to employee suspensions or firings.

Punishment

he Seattle Seahawks and their "Legion of Boom" have consistently led the NFL in numerous defensive categories and ranked first in fewest points allowed for four straight years. The Seahawks defensive backs have an unofficial _________________ system that fines players $100 for every time they drop an interception, miss a tackle, or otherwise commit an error or botch a play during a game.

Punishment

At Carrier Collierville, a manufacturer of residential air conditioners and heat pumps, a ___________________ attacked a leak issue at braze joints on a heat pump component. Changes made to the work area resulted in a 50 percent reduction in leaks and associated repair costs.

Quality circle

_____________________ offer one technique for implementing TQM and include groups of 6 to 12 volunteer employees who meet regularly to discuss and solve problems affecting the quality of their work.

Quality circles

Whole Foods gives employees a 30 percent discount on store purchases if they meet certain criteria for healthy habits, such as maintaining low cholesterol and blood pressure or quitting smoking. This is an example of ___________________

Reinforcement

In one team at a company that manufactures and sells upscale children's furniture, team members found their differing perspectives and working styles to be a significant source of conflict during crunch times. Members who needed peace and quiet were irked at those who wanted music playing in the background. Compulsively neat members found it almost impossible to work with those who liked working among stacks of clutter. This is an example of ______________________

Relationship conflict

______________________ refers to interpersonal incompatibility that creates tension and personal animosity among people.

Relationship conflict

______________________ results from interpersonal incompatibility that creates tension and personal animosity among people.

Relationship conflict

A three-person appliance sales office in Watertown, New York, is a __________________________, as is a quality control department, a marketing department, and an entire refrigerator manufacturing plant. The manager of each unit has budget responsibility.

Responsibility center

The fundamental unit of analysis for a budget control system is called a _________________________

Responsibility center

An organization that wants to go bossless should consider the motivational method of ____________________: In a bossless environment, achievement is usually tied to the team, so individual work means nothing until it fits into a larger project that requires the assistance of peers. Individual rewards are replaced by shared achievement. Friendliness and helpfulness matter more than personal ladder-climbing and reward-seeking. At Menlo Innovations and other bossless companies, peer teams make hiring decisions as well as deciding promotions, layoffs, and firings.

Reward the team

Maslow's hierarchy of needs: These needs include a safe and secure physical and emotional environment and freedom from threats—that is, for freedom from violence and for an orderly society. In the workplace, safety needs reflect the needs for safe jobs, fringe benefits, and job security.

Safety needs

Maslow's hierarchy of needs: These needs include the need for self-fulfillment, which is the highest need category. They concern developing one's full potential, increasing one's competence, and becoming a better person

Self-actualization needs

At the Chicago-based software firm Basecamp, for example, customer service is run by a team that handles everything associated with providing service and support. Customer service, support, and satisfaction have improved since the company started using a _________________ team.

Self-managed

The _________________ team includes employees with several skills and functions, and its combined skills are sufficient to perform a major organizational task. For example, in a manufacturing plant, a team may include members from the foundry, machining, grinding, fabrication, and sales departments, with members cross-trained to perform one another's jobs. The team eliminates barriers among departments, enabling excellent coordination to produce a product or service.

Self-managed

The _________________team is empowered with decision-making authority, which means that members have the freedom to select new members, solve problems, spend money, monitor results, and plan for the future. Self-managed teams can enable employees to feel challenged, find their work meaningful, and develop a stronger sense of identity with the organization.

Self-managed

_________________ teams are related to the trend toward the bossless organization. The central idea is that the teams themselves, rather than managers or supervisors, take responsibility for their work, make decisions, monitor their own performance, and alter their work behavior as needed to solve problems, meet goals, and adapt to changing conditions.

Self-managed

___________________ teams typically consist of 5 to 20 multiskilled workers who rotate jobs to produce an entire product or service or at least one complete aspect or portion of a product or service (e.g., engine assembly or insurance claim processing).

Self-managed

____________________ teams are related to the trend toward bosslessness because team members take responsibility for their work, make decisions, monitor their own performance, and alter their work behavior as needed to solve problems and meet goals.

Self-managed

At Honeywell, for example, all employees are expected to understand _________ fundamentals. It provides a common language among employees, complements efforts to cut unnecessary costs from the organization, and supports efforts to "get it right the first time."

Six Sigma

_________________ quality principles were first introduced by Motorola in the 1980s and were later popularized by General Electric (GE), where former CEO Jack Welch praised Six Sigma for quality and efficiency gains that saved the company billions of dollars.

Six Sigma

__________________ is a highly ambitious quality standard that specifies a goal of no more than 3.4 defects per million parts.

Six Sigma

___________________ is a quality control approach that emphasizes a relentless pursuit of higher quality and lower costs.

Six Sigma

___________________ refers to the tendency for the presence of others to enhance one's performance. Simply being around others has an energizing effect.

Social facilitation

_____________________ proposes that an individual's motivation can result not just from direct experience of rewards and punishments, but also from thoughts, beliefs, and observations of other people's behavior.

Social learning theory

People who adopt a ___________________ role support team members' emotional needs and help strengthen the social entity. They display the following behaviors: -Encourage. Are warm and receptive to others' ideas; praise and encourage others to draw forth their contributions -Harmonize. Reconcile group conflicts; help disagreeing parties reach agreement -Reduce tension. Tell jokes or diffuse emotions in other ways when the group atmosphere is tense -Follow. Go along with the team; agree to other team members' ideas -Compromise. Shift own opinions to maintain team harmony

Socioemotional

The ____________________ role is a team role in which an individual provides support for team members' emotional needs and helps strengthen social unity.

Socioemotional

Teams with mostly _________________ roles can be satisfying, but they also can be unproductive. At the other extreme, a team made up primarily of __________________ will tend to have a singular focus on task accomplishment. This team will be effective for a short period of time but will not be satisfying for members over the long run.

Socioemotional; task specialists

Another type of cross-functional team, the _______________ team, is created outside the formal organization structure to undertake a project of special importance or creativity

Special-purpose

Companies are increasingly using ___________________ teams, bringing people together for large, complex projects that require many people with complementary skills. Rather than having defined, long-term jobs, employees apply their skills and abilities in short-term, project-based teams.

Special-purpose

This _______________ team is often referred to as the Hollywood model, because it mirrors the way teams of makeup artists, lighting specialists, set designers, carpenters, cinematographers, and others come together and blend their skills to complete a specific movie project and then disband

Special-purpose

Imagine becoming better at your job and more satisfied with your life by tracking information that reveals exactly how you spend your day. For 22 years, entrepreneur and scientist __________________ did just that.

Stephen Wolfram

Other popular methods of incentive pay include an employee _________________ plan (ESOP), which gives employees part ownership of the company, enabling them to share in improved profits

Stock ownership

During the _______________ stage, the team leader should encourage participation by each team member. Members should propose ideas, disagree with one another, and work through the uncertainties and conflicting perceptions about team tasks and goals. The expression of emotions, even negative ones, helps to build camaraderie and a shared understanding of goals and tasks.

Storming

__________________ is the stage of team development in which individual personalities and roles emerge, along with resulting conflicts.

Storming

Intel's employee grant program, _______________________, provides money for innovative employee projects that promote sustainability within the company and in the local communities where Intel operates. Examples of these projects include using roofs to grow algae for biofuel in Arizona and implementing new water purification technologies in India.

Sustainability in Action

Quality control becomes part of the day-to-day business of every employee rather than being assigned to specialized departments in _________________

TQM

_______________ became attractive to U.S. managers in the 1980s because it had been implemented successfully by Japanese companies, such as Toyota, Canon, and Honda, which were gaining market share and an international reputation for high quality.

TQM

Feedback control model: After comparing performance to standards and if inadequate, what is the next step?

Take corrective action

Two shop foremen might disagree over whether to replace a valve, or let it run despite the unusual noise that it is making. Alternatively, two members of a top management team might disagree about whether to acquire a company or enter into a joint venture as a way to expand globally. These are examples of ____________________

Task conflict

__________________ is conflict that results from disagreements about the goals to be achieved or the content of the tasks to be performed.

Task conflict

A _________________ is a group of employees from different departments who deal with a specific activity and exist as a team only until the task is completed.

Task force

People who play a __________________ role spend time and energy helping the team reach its goal. They often display the following behaviors: -Initiate ideas. Propose new solutions to team problems -Give opinions. Offer judgments on task solutions; give candid feedback on others' suggestions -Seek information. Ask for task-relevant facts -Summarize. Relate various ideas to the problem at hand; pull ideas together into a brief overview -Energize. Stimulate the team into action when interest drops

Task specialist

In general, research suggests that ___________ conflict can be beneficial because it leads to better decision making and problem solving. On the other hand, ______________ conflict is typically associated with negative consequences for team effectiveness.

Task; relationship

One study of top management teams, for example, found that ____________ conflict was associated with higher decision quality, greater commitment, and more decision acceptance, while the presence of _______________ conflict significantly reduced those same outcomes

Task; relationship

A ______________ is a unit of two or more people who interact and coordinate their work to accomplish a common goal to which they are committed and hold themselves mutually accountable.

Team

A _______________ is a unit of two or more people who interact and coordinate their work to accomplish a goal to which they are committed and hold themselves mutually accountable.

Team

The definition of a _______ has three components. First, two or more people are required. Second, people interact regularly. People who do not interact (for example, people standing in line at a lunch counter or riding in an elevator) do not compose one. Third, people share a performance goal, whether it is to design a new smartphone, build an engine, or complete a class project.

Team

_______________________ refers to the extent to which team members are attracted to the team and motivated to remain a part of it.

Team cohesivness

Several characteristics of team structure and context influence cohesiveness. First is _________________. When team members have frequent contact, they get to know one another, consider themselves a unit, and become more committed to the team

Team interaction

A _________________ is an informal standard of conduct that is shared by team members and guides their behavior. They are valuable because they provide a frame of reference for what is expected and acceptable.

Team norm

Four ways to develop ___________________ include: -critical events in team's history -Primary: first behavior precedents -carryover from other experiences -explicit statements from leaders or members

Team norms

One illustration of the value of ________________ comes from the military, where forward surgical teams made up of U.S. Navy surgeons, nurses, anesthesiologists, and technicians operated for the first time ever in combat during Operation Iraqi Freedom

Teamwork

Requirements of _________________: -focus on a shared mission -trust one another -are willing to sacrifice for the other members -communicate their objectives and needs -pull together in the same direction

Teamwork

______________ requires bringing together the right set of personalities, specialties, and skills; clearly defining roles and responsibilities; focusing everyone on a well-defined mission; establishing clear channels of communication and information sharing so that team members communicate their objectives and needs in all directions; and getting everyone to sublimate their individual egos and pull together in the same direction.

Teamwork

Many traditional companies use _____________________, which means that the budgeted amounts for the coming year are literally imposed on middle- and lower-level managers.

Top-down budgeting

______________________ is an organization-wide effort to infuse quality into every activity in a company through continuous improvement.

Total quality management (TQM)

A lack of clear, specific goals is cited as a major cause of the failure of pay-for-performance incentive plans in many organizations. Vague goals can be frustrating for employees. True or false?

True

A manager needs to be able to evaluate financial reports that compare the organization's performance with earlier data or industry norms. These comparisons enable the manager to see whether the organization is improving and whether it is competitive with others in the industry. True or false?

True

A moderate amount of conflict, when it is managed appropriately, typically results in the highest levels of team performance. True or false?

True

A recent experiment with student teams confirms the idea that teams that get stuck in the storming stage perform significantly less well than teams that progress to future stages of development. True or false?

True

A recent study suggests that Americans have become increasingly focused on the individual over the group since 1960, reflecting "a sea change in American culture toward more individualism. Some cultures, such as Japan, have had greater success with teams because traditional Japanese culture values the group over the individual. True or false?

True

A study of employees in the manufacturing department of a major health care company in the United Kingdom provides some support for Maslow's theory. Most line workers said that they worked at the company primarily because of the good pay, benefits, and job security. Thus, employees' lower-level physiological and safety needs were being met. When questioned about their motivation, employees indicated the importance of positive social relationships with both peers and supervisors (belongingness needs) and a desire for greater respect and recognition from management (esteem needs). True or false?

True

All behaviors are motivated by something, such as the desire to fulfill needs for money, recognition, friendship, or a sense of accomplishment. True or false?

True

Although their missions might not involve life or death, all organizations are made of various individuals and groups that must work together and coordinate their activities to accomplish objectives. True or false?

True

An event at Reagan National Airport in Washington, D.C., reflected weak adherence to safety standards, for instance. When a lone air traffic controller at this airport fell asleep while on duty and failed to respond to repeated radio transmissions, two pilots waiting to land jets carrying a total of 160 people decided to land without clearance, violating Federal Aviation Administration (FAA) safety regulations and damaging the reputations of both airlines involved, as well as the airport. True or false?

True

An expense budget may show all types of expenses, or it may focus on a particular category, such as materials or research and development expenses. True or false?

True

An organization that promotes information sharing and teamwork admits employees throughout the organization into the loop of financial control and responsibility to encourage active participation and commitment to goals. True or false?

True

Ari Weinzweig and Paul Saginaw created an organization that enables all employees to meet higher-level growth needs. True or false?

True

At companies such as Hilcorp Energy empowerment means giving employees almost complete freedom and power to make decisions and exercise initiative and imagination. However, organizations empower workers to varying degrees, from a situation where managers encourage employee ideas but retain final authority for decisions to a condition of full empowerment such as that at Hilcorp. True or false?

True

By forcing managers to evaluate and justify the costs and benefits of each dollar, zero-based budgeting can help companies shave excessive and unnecessary costs from their yearly expenditures. True or false?

True

Companies of all kinds are increasingly involving line managers in the budgeting process. At the San Diego Zoo, scientists, animal keepers, and other line managers use software and templates to plan their department's budget needs because, as CFO Paula Brock says, "Nobody knows that side of the business better than they do. True or false?

True

Compensation at Mars is very good compared to similar companies, and many employees get bonuses from 10 percent to 100 percent of their salaries if their team performs well. Vending machines dispense free candy all day long, and employees in the pet food division can bring their dogs to work. These elements provide positive hygiene factors, but Mars also provides motivators. True or false?

True

Conflict that is too strong, that is focused on personal rather than work issues, or that is not managed appropriately can be damaging to the team's morale and productivity. True or false?

True

Conflicting parties may embark on negotiation from different perspectives and with different intentions, reflecting either an integrative approach or a distributive approach. True or false?

True

Demands are what each person wants from the negotiation, whereas underlying interests represent the "why" behind the demands. True or false?

True

Despite its promise, TQM does not always work. A few firms have had disappointing results. True or false?

True

Effective teams have people in both task specialist and socioemotional roles. A well-balanced team will do best over the long term because it will be personally satisfying for team members, and it will permit the accomplishment of team tasks. True or false?

True

Electronic monitoring can have both positive and negative effects. True or false?

True

Employee empowerment and engagement are recent motivational trends that focus less on extrinsic rewards and more on creating a work environment that enables people to achieve intrinsic rewards and meet higher-level needs. True or false?

True

Employee motivation affects productivity, and part of a manager's job is to channel motivation toward the accomplishment of organizational goals. True or false?

True

Employee reactions to electronic monitoring are often negative, so managers should use care when implementing these systems. One UPS driver told of colleagues who found ways to get around the system, such as the driver who buckled his seat belt behind him to save time and help him meet delivery goals. "People get intimidated and they work faster," he said. "It's like when they whip animals. But this is a mental whip. True or false?

True

Empowering employees involves giving them information, knowledge, power, and rewards. True or false?

True

Five common dysfunctions of teams are lack of trust, fear of conflict, lack of commitment, avoidance of accountability, and inattention to results. True or false?

True

For example, if sales growth is a target, the organization should have a means of gathering and reporting sales data. If the organization has identified appropriate measurements, regular review of these reports helps managers stay aware of whether or not the organization is doing what it should. True or false?

True

Gallup's analysis of 10,000 work groups in 30 industries found that making people feel appreciated depends on finding the right kind of reward for each individual. Some people prefer tangible rewards such as bonuses, gifts, or luxury trips, while others place high value on words of appreciation and recognition. In addition, some want public recognition, while others prefer to be quietly praised by someone they admire and respect. True or false?

True

ISO certification has become the recognized standard for evaluating and comparing companies on a global basis, and more U.S. companies are feeling the pressure to participate to remain competitive in international markets. In addition, many countries and companies require ISO certification before they will do business with an organization. True or false?

True

If a person wants to satisfy low-level needs, such as safety and belongingness, the job characteristics model has less effect. When a person has a high need for growth and development, including the desire for personal challenge, achievement, and challenging work, the model is especially effective. True or false?

True

If managers implement the balanced scorecard using a performance measurement orientation rather than a performance management approach that links targets and measurements to corporate strategy, use of the scorecard can actually hinder or even decrease organizational performance. True or false?

True

If the cash budget shows that the firm has more cash than necessary to meet short-term needs, the company can arrange to invest the excess to earn interest income. In contrast, if the cash budget shows a payroll expenditure of $40,000 coming at the end of the week but only $30,000 in the bank, the organization must borrow cash to meet the payroll. True or false?

True

In North America, crash programs and designs traditionally have been the preferred method of innovation. Managers measure the expected benefits of a change and favor the ideas with the biggest payoffs. True or false?

True

In a study of which technologies make virtual teams successful, researchers found that round-the-clock virtual workspaces, where team members can access the latest versions of files, keep track of deadlines and timelines, monitor one another's progress, and carry on discussions between formal meetings, got top marks. True or false?

True

In effective teams, all team members participate in roughly equal proportion. No one member or subset of members dominates the conversation. Anita Woolley, the lead researcher in the Carnegie Mellon/MIT study, noted that "As long as everyone got a chance to talk, the team did well," whereas if one person or a small group did all the talking, the collective intelligence of the team declined. True or false?

True

In general, revenues below the budgeted amount signal a need to investigate the problem to see whether the organization can improve revenues. In contrast, revenues above budget would require determining whether the organization can obtain the necessary resources to meet the higher-than-expected demand for its products or services. Managers then formulate action plans to correct the budget variance. True or false?

True

In order to become ISO 9000-certified, companies have to work with an independent registrar that will audit the company's practices and procedures according to the certification guidelines. Cleveland HeartLab Inc., for example, worked with the ISO to earn its certification. Cleveland HeartLab makes medical information management systems for testing and storing data about heart patients. True or false?

True

In organizations all over the world, some people love the idea of teamwork, others hate it, and many people have both positive and negative emotions about being part of a team. True or false?

True

Inequitable pay puts pressure on employees that is sometimes almost too great to bear. They attempt to change their work habits, try to change the system, or leave the job. True or false?

True

It is the responsibility of managers to find the right combination of motivational techniques and rewards to satisfy employees' needs and simultaneously encourage great work performance. True or false?

True

Leaders also make sure that they bring diversity issues into the open and educate members early on regarding possible cultural differences that could cause communication problems or misunderstandings in a virtual environment. Leaders address conflicts immediately because virtual conflicts can escalate quickly. True or false?

True

Leaders first select people who have the right mix of technical, interpersonal, and communication skills to work in a virtual environment, and then make sure that they have opportunities to know one another and establish trusting relationships. True or false?

True

Leaders stay on top of the project's development and make sure everyone knows how the team is progressing toward meeting its goals. Posting targets, measurements, and milestones in the virtual workspace can make progress explicit. Leaders also provide regular feedback, and they reward both individual and team accomplishments through avenues such as virtual award ceremonies and recognition at virtual meetings. They are liberal with praise and congratulations, but criticism or reprimands are handled individually, rather than in the virtual "presence" of the team. True or false?

True

Managers can enhance an individual's motivation to perform desired behaviors by ensuring that the individual (1) has a chance to observe the desirable behaviors, (2) accurately perceives the behaviors, (3) remembers the behaviors, (4) has the necessary skills to perform the behaviors, and (5) sees that the behaviors are rewarded by the organization. True or false?

True

Managers must decide what information is essential, how they will obtain that information, and how they can and should respond to it. Having the correct data is essential. True or false?

True

Managers recognize that relying exclusively on financial measures can result in short-term, dysfunctional behavior. Nonfinancial measures provide a healthy supplement to the traditional financial measures, and companies are investing significant sums in developing more balanced measurement systems as a result. True or false?

True

Members of highly cohesive teams are committed to team activities, attend meetings, and are happy when the team succeeds. Members of less cohesive teams are less concerned about the team's welfare. High cohesiveness is normally considered an attractive feature of teams. True or false?

True

Most companies are moving away from simplified jobs and are using job rotation, job enlargement, and job enrichment to provide employees with greater variety, stimulation, and satisfaction. True or false?

True

Most organizations display some aspects of both hierarchical and decentralized control, but managers generally emphasize one or the other, depending on the organizational culture and their own beliefs about control. True or false?

True

Most organizations prepare formal reports of quantitative performance measurements that managers review daily, weekly, or monthly. Managers should take care, however, that they are not generating reports just because they have data to do so. True or false?

True

No organization can control employees 100 percent of the time, and self-discipline and self-control are what keep workers performing their jobs up to standard. Empowerment of employees, effective socialization, and training all can contribute to internal standards that provide self-control. True or false?

True

Norms can have a tremendous influence on how well teams perform. In studying what makes a team effective, researchers at Carnegie Mellon and MIT found that the right norms increase a team's "collective intelligence" to perform well, whereas negative norms can hamper a team, even if all its members are highly intelligent. True or false?

True

One survey found that 66 percent of employers monitor the Internet use of their employees, 45 percent track employee keystrokes, and 43 percent monitor employee email. True or false?

True

One use of special-purpose teams in businesses is for developing new products or services. True or false?

True

Open-book management shows the individual employee how his or her job fits into the big picture and affects the financial future of the organization. Finally, open-book management ties employee rewards to the company's overall success. True or false?

True

Organizations as diverse as Ford Motor Company, Facebook, and the U.S. Navy use teams to perform tasks that are highly interdependent and require a high level of coordination. True or false?

True

Organizations may also use benchmarking for generating new business ideas, assessing market demand, or identifying best practices within an industry. True or false?

True

Other influences on team norms include critical events in the team's history, explicit statements from leaders, and behaviors, attitudes, and norms that members bring with them from outside the team. True or false?

True

Other research indicates that the degree of productivity in cohesive teams may depend on the relationship between management and the work team. One study surveyed more than 200 work teams and correlated job performance with their cohesiveness. Highly cohesive teams were more productive when team members felt management support and less productive when they sensed management hostility and negativism. True or false?

True

People can be driven to act by fear, but good managers avoid the use of fear tactics to motivate people because this approach damages employee commitment and performance in the long run. True or false?

True

People in effective teams feel comfortable enough to express their emotions as well as their thoughts. Team members communicate freely and easily in a relaxed way and may joke around and share personal stories. True or false?

True

Process theories explain how people select behavioral actions to meet their needs and determine whether their choices were successful. Important perspectives in this area include goal setting, equity theory, and expectancy theory. True or false?

True

Putting together a team and building teamwork aren't the same thing. True or false?

True

ROA is a valuable yardstick for comparing a company's ability to generate earnings with other investment opportunities. In basic terms, the company should be able to earn more by using its assets to operate the business than it could by putting the same investment in the bank. True or false?

True

Recent research points to the importance of making progress toward goals as a key to high motivation. True or false?

True

Research findings suggest that team development is not random, but evolves over definitive stages. True or false?

True

Research shows that empowerment typically increases employee satisfaction, motivation, and productivity. True or false?

True

Research shows that when jobs are designed to be controlled more by employees than by managers, people typically feel a greater sense of involvement, commitment, and motivation, which in turn contributes to higher morale, lower turnover, and stronger organizational performance. True or false?

True

Scientific studies indicate that the human brain seems programmed to dislike inequity, even when we benefit from it. Moreover, people get less satisfaction from money they receive without having to earn it than they do from money they work to receive. True or false?

True

Some companies, including Boeing, Merck, Shell, United Technologies, and Whirlpool, evaluate capital projects at several stages to determine whether they are still in line with the company's strategy. True or false?

True

Some organizations calculate the income statement at three-month intervals during the year to see whether they are on target for sales and profits. The income statement shows revenues coming into the organization from all sources and subtracts all expenses, including cost of goods sold, interest, taxes, and depreciation. True or false?

True

Some people are motivated primarily by money, others are motivated to perform well because managers make them feel appreciated for doing a good job, and still others find their primary motivation in the challenge of solving complex problems or making a contribution to society. True or false?

True

Sometimes the first behaviors that occur in a team set a precedent. For example, at one company, a team leader began his first meeting by raising an issue and then "leading" team members until he got the solution he wanted. The pattern became ingrained so quickly into an unproductive team norm that members dubbed meetings the "Guess What I Think" game. True or false?

True

Specific, difficult goals provide a challenge and encourage people to put forth high levels of effort. In addition, when goals are achieved, pride and satisfaction increase, contributing to higher motivation and morale. True or false?

True

Studies have identified a correlation between high levels of employee engagement and company performance, including less turnover, greater profitability, and stronger employee and customer loyalty. True or false?

True

TQM also tends to be most successful when it enriches jobs and improves employee motivation. In addition, when participating in the TQM program improves workers' problem-solving skills, productivity is likely to increase. True or false?

True

TQM negative factors include: Management expectations are unrealistically high. Middle managers are dissatisfied about loss of authority. Workers are dissatisfied with other aspects of organizational life. Union leaders are left out of quality control discussions. Managers wait for big, dramatic innovations. True or false?

True

TQM success factors include the following: Tasks make great skill demands on employees. TQM serves to enrich jobs and motivate employees. Problem-solving skills are improved for all employees. Participation and teamwork are used to tackle significant problems. Continuous improvement is a way of life. True or false?

True

Teams and individuals use a variety of styles for dealing with conflict, including the dominating style, the avoiding style, the compromising style, the accommodating style, and the collaborating style, and each can be effective under certain circumstances. True or false?

True

Teams are a central aspect of organizational life, and the ability to manage them is a vital component of manager and organization success. True or false?

True

Teams as well as individuals develop specific styles for dealing with conflict, based on the desire to satisfy their own concern versus the other party's concern. True or false?

True

Teams need to be large enough to incorporate the diverse skills needed to complete a task, enable members to express good and bad feelings, and aggressively solve problems. However, they also should be small enough to permit members to feel an intimate part of the team and to communicate effectively and efficiently. True or false?

True

Teams present a dilemma for most people because individual success depends on how well others perform, there are common dysfunctions that afflict teams, and there is a potential for free riders. True or false?

True

Teams provide distinct advantages in the areas of innovation, quality, speed, productivity, and employee satisfaction. True or false?

True

The TQM philosophy focuses on teamwork, increasing customer satisfaction, and lowering costs. Organizations implement TQM by encouraging managers and employees to collaborate across functions and departments, as well as with customers and suppliers, to identify areas for improvement, no matter how small. True or false?

True

The TQM philosophy focuses on teamwork, increasing customer satisfaction, and lowering costs. True or false?

True

The balanced scorecard contains these four parts: -financial -customers -learning and growth -internal business processes True or false?

True

The balanced scorecard is an effective tool for managing and improving performance, but only if it is clearly linked to a well-defined organizational strategy and goals. True or false?

True

The behavior of managers is the biggest factor in determining whether people feel motivated and engaged at work. True or false?

True

The behavior of managers makes the biggest difference in whether or not people feel engaged at work. Managers promote engagement when they listen to employees, genuinely care about their concerns, and help them develop positive relationships with colleagues. True or false?

True

The evidence shows that the way teams are managed plays the most critical role in determining how well they function. True or false?

True

The fifth step of the benchmarking process includes implementing recommendations and then monitoring them through continuous benchmarking. True or false?

True

The final step in the feedback control model is to determine what changes, if any, are needed. An example comes from FreshDirect, a premium online grocer in New York City, which used a feedback control model to improve the quality of its products and customer service. True or false?

True

The four reinforcement tools are positive reinforcement, avoidance learning, punishment, and extinction. True or false?

True

The impact of the five job characteristics on the psychological states of experienced meaningfulness, responsibility, and knowledge of actual results leads to the personal and work outcomes of high work motivation, high work performance, high satisfaction, and low absenteeism and turnover. True or false?

True

The implication of equity theory for managers is that employees indeed evaluate the perceived equity of their rewards compared to the rewards of others. True or false?

True

The most effective motivational programs typically involve much more than money or other extrinsic rewards in order to create an environment in which people thrive. Three important approaches are empowerment, engagement, and making progress, as described in the following sections. True or false?

True

The philosophy of control has shifted to reflect changes in leadership methods. True or false?

True

The risk here is that quality control is seen as separate from everyday work. Another drawback of the traditional model is that quality control is usually conducted after a product is completed or a service delivered—the time when it's most expensive to make corrections. True or false?

True

There are three primary reasons that teams present a dilemma for many people. One is that teams are sometimes dysfunctional. True or false?

True

These five stages of team development typically occur in sequence, but in teams that are under time pressure, they may occur quite rapidly. The stages may also be accelerated for virtual teams. True or false?

True

Thus, effectively controlling an organization requires information about performance standards and actual performance, as well as actions taken to correct any deviations from the standards. True or false?

True

To avoid a cost creep in travel expenses, Deloitte reminds employees of company travel policies when managers see costs rising. Employees are discouraged from traveling to meetings that are expected to last less than eight hours and to use video and Web conferencing whenever possible as an alternative to travel. True or false?

True

To be fully engaged, people need not only to feel that they are competent to handle what is asked of them, but also that they have the chance to learn and expand their potential. True or false?

True

To evaluate and reward employees effectively for the achievement of standards, managers need clear standards that reflect activities that contribute to the organization's overall strategy in a significant way. Standards should be defined clearly and precisely so that employees know what they need to do and can determine whether their activities are on target. True or false?

True

To the extent that managers understand employees' needs, they can design reward systems to meet them and direct employees' energies and priorities toward attaining organizational goals. True or false?

True

Too little conflict can decrease team performance because the team doesn't benefit from a mix of opinions and ideas—even disagreements—that might lead to better solutions or prevent the team from making mistakes. True or false?

True

Tools used for auto-analytics will continue to become more sophisticated. The data they reveal can provide the hard evidence we sometimes need to adjust the way we use our time and nurture our minds and bodies to have more success in work and life. True or false?

True

Top managers use budgets for the company as a whole, and middle managers traditionally focus on the budget performance of their department or division. Budgets that managers typically use include expense budgets, revenue budgets, cash budgets, and capital budgets. True or false?

True

Tracking such measures as customer service, product quality, or order accuracy is an important supplement to traditional financial and operational performance measurement, but many companies have a hard time identifying and defining nonfinancial measurements. True or false?

True

When performance deviates from a standard, managers must interpret the deviation. They are expected to dig beneath the surface and find the cause of the problem. True or false?

True

Whenever people work together in teams, some conflict is inevitable. Bringing conflicts into the open and effectively resolving them is one of the team leader's most challenging yet most important jobs. Effective conflict management has a positive impact on team cohesiveness and performance. True or false?

True

With decentralized control, the culture is adaptive, and managers recognize the importance of organizational culture for uniting individual, team, and organizational goals for greater overall control. Ideally, with decentralized control, employees will pool their areas of expertise to arrive at procedures that are better than managers could come up with working alone. Campbell Soup is using decentralized control by enlisting its workers to help squeeze efficiency out of its plants. True or false?

True

One effective team characteristic is ____________________: Members trust one another on a deep emotional level; feel comfortable being vulnerable with one another.

Trust

____________ is a crucial aspect of teamwork. People must be willing to collaborate and sometimes sacrifice their individual objectives for the sake of the larger goal, which requires that they believe that others are willing to do the same thing.

Trust

Nick Sarillo, who owns two Nick's Pizza & Pub shops in Illinois, says his management style is "_________________," which means giving people the tools and information they need, telling them the result they need to achieve, and then letting them get there in their own way.

Trust and track

________________ is the value of outcomes, or attraction to outcomes, for the individual.

Valence

______________________ occurs when an individual sees others perform certain behaviors and get rewarded for them.

Vicarious learning

Expectancy theory suggests that motivation depends on individuals' expectations about their ability to perform tasks and receive desired rewards. Expectancy theory is associated with the work of ____________________, although a number of scholars have made contributions in this area

Victor Vroom

In a ______________ team, members use groupware, e-mail, instant messaging, telephone and text messaging, wikis and blogs, videoconferencing, and other technology tools to collaborate and perform their work, although they also might meet face to face at times

Virtual

Hackman and Oldham's research concerned __________________, which is defined as altering jobs to increase both the quality of employees' work experience and their productivity.

Work redesign

__________________ means altering jobs to increase both the quality of employees' work experience and their productivity.

Work redesign

G Capital Partners LP, a Brazilian private-equity firm that has bought numerous companies in the food industry, including Burger King Worldwide, Tim Horton's Inc., and H. J. Heinz Company, is a big believer in using __________________ to get and keep companies on track financially.

Zero-based budgeting

Many other companies, including Anheuser-Busch and oil and gas giant Shell, have implemented _______________________ to drive significant financial performance improvements. "There's sometimes extravagance that exists at some of these firms, and then there's just bureaucratic waste," said former Anheuser-Busch president Dave Peacock.

Zero-based budgeting

_______________________ is an approach to planning and decision making that starts at zero and requires a complete justification for every line item in a budget, instead of carrying forward a prior budget and applying a percentage change.

Zero-based budgeting

When the deli hit a plateau in the mid-1990s, Weinzweig and Saginaw wrote a vision statement for what would become the ____________________________. This is a group of distinct, local businesses that buy and sell to one another but stand on their own.

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