Principles of Management Final Exam

The Causes of Conflict

- interpersonal conflict - intergroup conflict - conflict between organization and environment

Eight Dimensions of Quality

1. Performance 2. Features 3. Reliability 4. Conformance 5. Durability 6. Serviceability 7. Aesthetics 8. Perceived Quality

Virtual Team

A new type of work team whose members interact in a virtual arena

Leadership Grid

A two-dimensional leadership model that measures the leader's concern for people and concern for production to categorize the leader in one of five different leadership styles; ideal style of leadership behavior is 9,9

Service Organization

An organization that transforms resources into an intangible output and creates time or place utility for its customers

Which of the following is an example of a direct form of discrimination?

B: An organization refusing to promote employees belonging to an ethnic minority into management.

Paramita is in charge of managing the marketing team at her office. To be an effective leader, she should ____.

B: motivate and inspire her staff

Modifying the benefits system in a yearly basis to maintain employee satisfaction is most likely to be a ________ change.

B: planned

During the decline of the manufacturing sector, a tremendous growth in the _____ sector kept the U.S. economy from declining at the same rate.

B: service

In terms of employee motivation, what is the manager's goal?

B: to encourage employees to work as hard as possible

What can an employer use to intentionally and proactively seek and hire employees from underrepresented groups?

C: Affirmative Action

Inflation, the cost of living, and money supplies are all external forces for change in the ____ dimension.

C: Economic

Which approach to motivation is based on the premise that managers know more about the job than workers and therefore should be paid more?

C: Traditional approach

During the 1970s in the United States, manufacturing entered a long period of decline. Which of the following is the primary reason for this decline?

D: foreign competition

What is the outcome when an organization uses its operations function effectively?

D: increased competitiveness

When managing the construction of a new building, Anke has a specific schedule that must be followed. An error or back up in one aspect could delay the entire project. What can Anke use to ensure the project is on track?

E: performance indicators

Which type of change is associated with lower risk?

E: planned

The Age Discrimination in Employment Act:

E: requires passive nondiscrimination

Why are positive interpersonal relations in an organization important?

E: they are a source of satisfaction for many people

______ is the set of activities directed at attracting, developing, and maintaining an effective workforce.

Human resources

Affirmative Action

Intentionally seeking and hiring qualified or qualifiable employees from racial, sexual, and ethnic group that are underrepresented in the organization

Human Relations Approach to Employee Motivation

People want to feel useful and important (fulfill strong social needs)

Reward Power

The power to give or withhold rewards, such as salary increases, bonuses, promotions, praise, recognition, and interesting job assignments

Effective Communication

The process of sending a message in such a way that the message received is as close in meaning as possible to the message intended

Communication

The process of transmitting information from one person to another

Manufacturing

a form of business that combines and transforms resource inputs into tangible outcomes

Work Team

an increasingly popular type of team; responsible for the daily work of the organization; when empowered, they are self-managed teams

External Forces

cause the organization to alter the way in which it competes; generated from the organization's general and task environments

Internal Forces

cause the organization to change its structure and strategy; some internal forces are responses to external pressures

Quality Circle

comprising of workers and supervisors, meeting intermittently to discuss workplace problems

The first step in the control process is ____.

establishing control standards

The Big Five Personality Traits

model that represents an accepted framework for understanding personality traits in organizational settings; agreeableness, conscientiousness, neuroticism, extraversion, openness

Problem Solving Team

most popular type of team; comprises knowledge workers who gather to solve a specific problem and then disband

Legitimate Power

power granted through the organizational hierarchy; the power defined by the organization to be accorded to people occupying a particular position

The purpose of control

provide organizations with indications of how well they are performing in relation to their goals; provide a mechanism for adjusting performance to keep organizations moving in the right direction

Power

the ability to affect the behavior of others

The Psychological Contract

the basic assumptions that individuals have about their relationships with their organization

Cohesiveness

the extent to which members are loyal and committed to the group; the degree of mutual attractiveness within the group

Coercive Power

the power to force compliance by means of psychological, emotional, or physical threat

Control

the regulation of organizational activities in such a way as to facilitate goal attainment

Motivation

the set of forces that cause people to behave in certain ways; the driving force that propels us toward something we need or care about

Steps in the communication process:

• Deciding to transmit a fact, idea, opinion, or other information to the receiver. • Encoding the meaning into a form appropriate to the situation. • Transmitting through the appropriate channel or medium. • Decoding the message back into a form that has meaning to the receiver. • Noise is anything disrupting the communication process.

When an organization promotes someone, it sends a signal to everyone that the person is competent. This gives the person __________ power.

A: Legitimate Power

The ____ sets up a procedure for employees to vote on whether to have a union.

A: National Labor Relations Act

ProDairy Inc. reduced the prices of its products to combat competitors that were selling dairy products at lower prices. This scenario illustrates a force for change present in the ____ of an organization.

A: Task Environment

Based on a Supreme Court ruling, it is illegal to make discriminatory action against the LGBTQ community. Which act did the Supreme Court make this decision based on?

A: Title VII of the Civil Rights Act of 1964

At its most basic level, how can we define communication?

A: Transmission of information from one person to another

When an organization uses an employment test that the majority ethnic group is known to pass at a higher rate than minority groups, it is exhibiting ____.

A: an indirect form of discrimination

The top executives at Delta Inc. have decided to reorganize the corporation from product divisions into geographic sectors. This is a(n) ____ force for change.

A: internal

Hua spends the majority of the day responding to email, in conferences, and meeting with clients. Which managerial skills does Hua spend most of his time on?

A: interpersonal relations

Lisette has just moved to a new city. In order to meet new people, she joined a local book club. She did this for ____.

A: need satisfaction

Which of the following forces for change is present in the task environment of an organization?

A: prices at which suppliers sell raw materials

An example of change in the task environment is:

A: pricing strategies of competitors

A convenience store at the gas station provides utility for customers because it makes it easy for them to purchase a few essentials when they stop for gasoline. The convenience store belongs to the ____ industry.

A: service

A(n) ____ is created by an organization to accomplish a relatively narrow range of purposes within a stated or implied time horizon.

A: task group

SunBird Communications Corp. is an organization with offices in a number of cities. The human resources (HR) department interviews the candidates remotely. Each member of the HR department then posts his or her comments on an internal review file. This is an example of a(n) ____.

A: virtual team

Which of the following encompasses the resources needed to do the job?

A: work environment

Alpha Motors Inc. was affected by the recession in 2008. The company had to make extensive changes to its organizational structure and design. This scenario illustrates how ____ forces lead management to make changes.

B: External

Which of the following is true of contributions?

B: They are what an individual provides to the organization.

An organization that transforms resources into an intangible output in order to create time or place utility for its customers is known as ____ company.

B: a service

If the product is a physical good, operations create value and provide ____ utility by combining many dissimilar inputs to make something that is more valuable than the actual cost of the inputs used to create it.

B: form

Mona joined an academic union because the union's objectives aligned with her personal values. She joined for ____.

B: group goals

Performance appraisals are part of ____ control.

B: human resources

What are the psychological, emotional, and physical attributes that vary from person to person called?

B: individual differences

Ahmed knows his project is important to the department and the organization. Since it is due on Monday, Ahmed decided to review it once more over the weekend to make sure it is perfect. Which type of contribution is Ahmed making toward the organization?

B: loyalty to the organization

Fast food restaurants that assemble breads, spreads, and fillings as per the customers' preferences belong to the ____ industry.

B: manufacturing

What is a form of business that combines and transforms resources into tangible outcomes that are then sold to others?

B: manufacturing

Many large organizations use ____ to help line managers with activities and coordinate overall systems by gathering and assimilating relevant information.

C: controllers

Zereth signs up clients and schedules the services for her lawn care business, and she takes a percentage from the charge for every lawn cut. Zereth has hired three new employees, with the goal of increasing revenue, and is reviewing finances to determine if this increased his income sufficiently. According to the motivation framework, what is Zereth doing now?

C: evaluating need satisfaction

When an organization decides to use teams, resistance will most likely come from ____ because they are giving up some of their authority to the team.

C: first-line managers

Emily thinks Alex is a narcissist who only wants to talk about himself, and therefore tries to avoid him. They have _____.

C: interpersonal conflict

The Americans with Disabilities Act ____.

C: requires employees to provide reasonable accommodations for employees with disabilities

Which of the following is an integral characteristic of effective communication?

C: the message received by the listener is close to the meaning intended by the speaker

Armen's team has put in long hours on a project, and they will sometimes go out after work together. They support each other and get along well, an indication of their ________.

D: Cohesiveness

Jenny believes in a functional organization structure and has begun implementing changes in the organization to match this structure. Which type of change is Jenny creating?

D: Internal

Which of the following is a characteristic of the bureaucratic approach to organizational control?

D: Reliance is on strict rules and a rigid hierarchy

According to Maslow's hierarchy of needs, once an individual has satisfied his physiological needs, he turns his focus toward _________ needs.

D: Security

The communication process begins when a sender wants to transmit a fact, idea, opinion, or other information to a receiver. What occurs next?

D: The sender encodes the meaning into a form appropriate to the situation

Which of the following have managers around the world agreed on as one of their most important tasks?

D: communication

When Amy is in a room full of strangers, she becomes energized to interact with them. Which of the following personality traits does Amy portray?

D: extraversion

A company buys electronic components, assembles them into PCs, and then ships them to customers. In this case the electronic components are ____ for the company.

D: inputs

Apoorva believes in a functional organization structure and has begun implementing changes in the organization to match this structure. Which type of change is Apoorva creating?

D: internal

In which way can a service organization take advantage of the lessons learned by manufacturing firms?

D: procedures for purchasing raw materials

As a growing sector of the U.S. economy, what did the service sector contribute to the private-sector gross domestic product (GDP) in 2018?

E: 80 percent of GDP

Which of the following is a purpose of control?

E: Coping with organizational complexity

As a property, leadership can be best defined as ____.

E: a set of characteristics found in people who can influence the behavior of others

A person's ability to get along with others in an organization is known as ____.

E: agreeableness

Bullies in the workplace use sarcasm, humiliation, and fear to influence others. This is a form of ____ power.

E: coercive

What might a leader be responsible for when creating an agenda for the organization that a manager would not?

E: establishing direction

According to Maslow's hierarchy, ____ needs include the need that people have for recognition, positive self-image, and self-respect.

E: esteem

Identify the inducement that an organization provides to its employees.

E: pay

Which stage of the Lewin model of organization change involves managers letting people who will be affected by an impending change know the reasons for the change?

E: unfreezing

Traditional Approach to Employee Motivation

Frederick Taylor assumed people were motivated by money

Emotional Intelligence

The extent to which people are self-aware and manage their emotions; dimensions are self-awareness, managing emotions, self motivation, empathy and social skills

People resist change because of:

Uncertainty about the extent and effects of change. Threats to self-interests and power and influence. Different perceptions of change effects and outcomes. Fear of loss of social networks, power, security, and familiar procedures.

360-Degree Feedback

a performance appraisal process in which managers are evaluated by everyone around them--their boss, their peers, and their subordinates

Management Team

consists mainly of managers from various functions like sales and production; coordinates work among other teams

Types of control

operations - resources financial - budgets/ratios structural - bureaucratic/decentralized strategic - structure/leadership

Referent Power

the personal power that accrues to someone based on identification, imitation, loyalty, or charisma

Expert Power

the personal power that accrues to someone based on the information or expertise that he or she possesses