Management (Connect 15 - 16)

Members get together to discuss what they have learned and to share memories.

(Adjourning)

The Six areas of organizational control are:

-physical -human -informational -financial -structural -cultural

Which of the following represent potential actions that a manager may take in the fourth step of the control process?

1) Make No Changes 2) Take Action to Correct Negative Performance 3) Recognize and Reinforce Positive Performance

Identify the component of total quality management (TQM).

1) Make continuous improvement a priority 2) Use accurate standards to identify and eliminate problems 3) Listen to and learn from customers and employees 4) Get every employee involved

Place the steps in the PDCA cycle in order.

1) Plan desired and important changes based on observed data 2) Implement the change or make a small-scale test 3) Observe what happened after the change or during the test 4) Act on lessons learned after stuudying results

Bureaucratic control is characterized by the use of which of the following to guide performance?

1) Rules 2) Formal Authority 3) Regulations

Which of the following are reasons that control is needed in an organization?

1) To discover errors and irregularities 2) To adapt to change and uncertainty 3) To detect opportunities 4) To reduce costs and increase productivity

Five steps in the learning and development process

1. Assessment (Is learning and development needed?) 2. Objectives (What should learning and development achieve?) 3. Selection (Which learning and development methods should be used?) 4. Implementation (How should learning and development be effected?) 5. Evaluation (Is the learning and development working?) -Back to step 2

Reducing turnover

1. Base hiring on values 2. provide post-hiring support based on onboarding 3. focus on enhancing employee engagement 4. Incorporate realistic job previews 5. offer employee benefits

Structured Interview

Asking each applicant the same questions (situ, beh.)

Demarcus' department's productivity is being reviewed by upper management after a sharp decrease from last year's levels.

Assessment

Which of the following is NOT one of the five steps in the learning and development process?

Attendance

Sam has worked for many years for her company. A few more years and she can look forward to collecting her monthly pension check.

Benefits

What is the term for the set of guidelines, ethics, or ideas that represent the most efficient or prudent course of action?

Best practices

How do businesses typically use social media to increase productivity?

By collaborating w/ co-workers & people outside the co. By working w/ a larger variety of knowledgeable people outside the business. By connecting in real time w/ employees, customers, suppliers, & communities.

How can benchmarking be used to help increase productivity?

By comparing a business in 1 industry against a world-class performer in another. By comparing your performance against that of colleagues. By comparing a co against its rivals.

Two advantages of decentralization are that (1) managers are encouraged to ask for assistance to solve their problems, and (2) decisions are made more slowly because they are discussed at a higher level of management.

False, Advantages of having decentralized authority are (1) that managers are encouraged to solve their own problems rather than buck the decision to a higher level and (2) decisions are made more quickly, which increases the organization's flexibility and efficiency.

Control systems affect each other and thus must remain independent of each other. True or False

False, Control systems affect each other and thus must be integrated.

Jake, the CEO of a large landscaping company, relayed to his staff that the company's goal was to create higher profits and greater efficiency. This will fulfill their corporate social responsibility (CSR). True or False?

False, Corporate social responsibility (CSR) is the notion that corporations are expected to go above and beyond following the law and making a profit to be a good corporate citizen and benefit interests of society.

Sonja is a barista. Her manager has been hearing reports that Sonja's lattes taste like the milk is burned. Her manager talks to Sonja about these reports & shows her some tricks for steaming the milk to the correct temperature. This is an example of which type of control?

Feedback.

________ is the model that requires a manager to assess her own leadership orientation and the level of her situational control.

Fiedler's contingency model

The _____ perspective of the balanced scorecard asks the question, "How do we look to our shareholders?"

Financial

The perspective in the balanced scorecard approach that is concerned with the shareholders' view of organizational performance, such as market share, revenue growth and stock price, is known as the [blank] perspective.

Financial

A property manager for an office park is required to submit a monthly statement of income & expenses to the board of directors & report its performance to budget. This is an example of control in the

Financial area

Which level of management is typically responsible for operational control?

First-Line Managers

A _____ budget allocates resources on the basis of a single estimate of costs.

Fixed.

Petra adjusts her management style based on the reaction of her employees to a project. She does not employ the same tactics every time. What approach to management is she using?

Flexibility

Which of the keys to managerial success is Petra using when she adjusts her management style based on the reaction of her employees to a project, and she doesn't employ the same tactics every time?

Flexibility

1. People Orientation

Focusing Everyone on Delivering Customer Value -Delivering customer value is most important. -People will focus on quality if given empowerment. -TQM requires training, teamwork, and cross-functional efforts.

Memos, letters, reports, & announcements are all examples of _____ communication in an org.

Formal

A committee investigating the impacts of health care reform on the organization is an example of a(n

Formal Group

diversity wheel

Four layers 1. Personality 2. Internal Dimensions 3. External Dimensions 4. Organizational Dimensions (management status, union affiliation, work location, etc)

Your belief about your chances of successfully accomplishing a specific task

Generalized Self-Efficacy

Mariposa, a young office manager, is trying to exchange text messages w/ her supervisor, Bill. Although Bill has been the general manager of the business for years, he has never learned how to use the texting function on his cell phone. What barrier to communication is she experiencing?

Generational differences.

After three patients sued Guardian Manor, an assisted living facility, for neglect, missing medications, and improper nutritional offerings, Ivana, the CEO, wants to encourage employees to speak up more and to be comfortable voicing concerns. Which of the following would be encouraged by Ivana?

George tells a story about a time when Guardian Manor was first starting out and how the employees banded together.

Some examples of ________ are companies selling products, operating factories, and collaborating with partners in other countries.

Globalization

Nike's sneakers are an example of which of the following types of marketing offerings?

Goods

______ is NOT one of the three types of formal communication

Grapevine

Gossip & rumor in an org are part of the _____, which itself is a type of _____ communication channel

Grapevine; informal

How does access to social media tend to increase an org's productivity?

Greater job satisfaction. Better communication among employees. Less employee turnover.

What techniques will improve the effectiveness of a public speech.

Guide the audience w/ transitions. Do research & recheck the facts. Speak on a topic you know well.

A co institutes a policy requiring all employees involved in a workplace accident to submit to a mandatory drug test. This is an example of a control in the

HR area.

From the Case of Missing Time, Chet as a manager has several shortcomings, which are...

He does not delegate. He accepts responsibility from his subordinates. He is not well organized. He is a not a great leader.

Orientation

Helping the newcomer fit smoothly into the job and the organization

Drishti hires a consultant to complete an employee engagement survey at her co.

Human control.

Dermot just learned that his co is closing, & all the employees will be laid off. He is distraught & anxious about how he will pay his bills & make ends meet. He is meeting w/ a head hunter later in the week. As Dermot prepares for the meeting, what should he say about his former co?

I was able to learn from this experience. I now know what not to do in my next job.

Which of the following consists of quality-control procedures companies must install in all facets of their operations that can be audited by independent quality-control experts, or registrars?

ISO 9000

When thieves use your name and good credit rating to get cash or buy things, they are engaging in

Identity theft

The balance scorecard perspective that assesses whether or not the organization encourages employees to make suggestions and question the status quo is known as the [blank] perspective.

Innovation and Learning

The ASPCA influences consumers to donate by showing heart wrenching commercials that feature animals in shelters.

Inspirational appeals

At his review last year, Lucas was promised a 20 percent raise if he met his production goals. Raises were included in today's paychecks, and although Lucas has met all of his goals, he received only a cost-of-living raise. In the future, Lucas' ________ will probably be

Instrumentality; low

Openness to Experience

Intellectual, imaginative, curious, broad-minded

Social media is used to generate _____ dialogue w/ members of a network.

Interactive.

A web retailer has received several negative social media reviews over the past few weeks due to missed shipments of product. Which reason for why control is needed does this best demonstrate?

Discover irregularities & errors.

_______ is the arrangement of having discrete parts of a task done by different people.

Division of Labor

[blank] focuses on problem solving and performance improvement-speed with excellence-of a well-defined product.

Lean Six Sigma

______ focuses on problem-solving and performance improvement, or speed with excellence, of a well-defined project.

Lean Six Sigma

________ focuses on problem solving and performance improvement, or speed with excellence, of a well-defined project.

Lean Six Sigma - Chapter 16

________ power is power managers have resulting from their formal positions within organizations.

Legitimate

Lina worked her way up the ladder and was eventually made President of the International Division. This established her formal position of authority in the organization.

Legitimate power

lina worked her way up the ladder and was eventually made president of the international division. this established her formal position of authority in the organization

Legitimate power

You didn't earn as much bonus money as you think you should have, so you speak to your boss and remind him about the company policy regarding how much money you should have earned based on your performance this past year.

Legitimating tactics

Punishment

Less likely to be repeated because person got something they didnt want, ex) arrive late and lose airplane seat

Strategic control

Level of control in which top managers monitor performance to ensure that plans are being implemented & take necessary corrective action.

Hygiene Factors

Lower-level needs, related to job content & working conditions, related to dissatisfaction, interpersonal relationships

Within the third step of the control process, [blank] is a principle that states that managers should be informed of a situation only if data show a significant deviation from standards.

Management by Exception

Controlling

Management function involved w/ monitoring performance, comparing it w/ goals, & taking corrective action as needed.

Performance Appraisal

Management process that consists of (1) assessing an employee's performance and (2) Providing him or her with feedback

Kameko is very organized and efficient when getting things done.

Manager

Kenneth makes important decisions for his firm quickly and confidently

Manager

What are recommendations for handling face-to-face meetings w/ co-workers?

Explain the situation before delivering bad news. Listen more & talk less. Schedule time for face-to-face meetings.

Eye contact serves which of the following funcitons?

Expresses emotion. Reflects interest. Shows attention.

Brenda apologized to Dharma for an e-mail that upset him. She said she had chosen an inconsiderate way of stating her idea, and that she'd be happy to discuss it further. Brenda is

Expressing consideration behavior

Logan is newly married and expecting a baby. He likes to work out and eat healthy foods and he prefers to live in Florida, Perla graduated with a master's degree in business administration from Harvard University. When she's not working, Perla likes to windsurf and skydive

External dimensions

Management by measurement is a control principle that states that managers should be informed of a situation only if data show a significant deviation from standards.

False - Management by exception is this

One important reason controls are useful to organizations is so that decision-making power can be centralized to a few key leaders.

False - control facilitates teamwork

Smart manufacturing is achieved by instituting employee surveillance and monitoring

False - focusing on AI is smart manufacturing

Quality assurance programs have been successful in many manufacturing environments because they increase workers' autonomy over the work process.

False - it has been less successful because employees have no control over the process

Too much conflict in the workplace usually leads to apathy.

False - result is usually warfare

The ________ addresses how a product will be designed, how much it should cost, how it will be promoted, and how it will get to consumers.

Marketing Plan

Unstructured Interview

May provide a more accurate assessment of an applicant's job-related personality traits, each conversation is different, ordinary, and informal, bias and overly subjective, legal action

The First Six Months

May take 2-24 months for an average employee to be fully productive, critical to how one performs over the long haul because that's when the psychological patterns are established

drivers

Measurements of the balanced scorecard that predict future success

Ramon lives in a rural area where cell service is spotty at best. While he enjoys his life away from the hustle & bustle of the city, the lack of cell service makes it difficult for him to conduct sales calls during his commute.

Medium barrier

Ramon lives in a rural area where cell service is spotty at best. While he enjoys his life away from the hustle and bustle of the city, the lack of cell service makes it difficult for him to conduct sales calls during his commute.

Medium barrier

Which level of management is typically responsible for tactical control?

Middle Managers

Which actions could be considered microaggressions if they happen repeatedly?

Mispronouncing a person's name. Interrupting someone who is speaking. Avoiding eye contact.

Quentin has a discussion with his supervisor about how sales are going and whether or not it looks like he will make this year's budgeted sales figures.

Monitor and Evaluate Performance

What technology has most profoundly changed the principles of management & the nature of how businesses operate?

Online social media

Rashan is the director of your advertising department. Your company creates all of its own ads for your products. It is up to Rashan to conceive of creative and imaginative ad ideas.

Openness to experience

_______ is monitoring performance to ensure that plans and day-to-day goals are being implemented and taking corrective action as needed.

Operational control

___________ is monitoring performance to ensure that operational plans (day-to-day goals) are being implemented and taking corrective action as needed.

Operational control

Keisha is a top manager at BlueCross BlueShield and, as an employee for more than 30 years, she has seniority over most of the other members of her department, Farid's area of expertise includes the technological design and implementation of new products. He is an assistant manager in his department

Organizational dimensions

A Truss Above, a home builder in the United States, secures products such as roofing shingles, cabinets, and plumbing materials from a variety of domestic and international suppliers. ________ is the practice of using outside suppliers to help the contractor build homes.

Outsourcing

Halimax has recently been hired by numerous local governments to handle security at major sporting events. The hiring of Halimax as opposed to using local law enforcement is known as [blank].

Outsourcing

Chelem, in his managerial activities, focuses almost exclusively on 1 employee performance indicator at the expense of others.

Overemphasis on 1 instead of multiple approaches.

One nurse complains to another, "Dr. James is a legend in her own mind b/c she's got that MD behind her name." Which personal barrier to effective communication is the nurse describing?

Oversized egos.

After listening to her boss's instructions regarding completion of the project, Angelica said, "Let me make sure I've got this straight. You need this project completed by the 15th of the month so we can go over it & make any changes before our meeting with the client on the 17th. Is that correct?" This is

Paraphrasing

What should a meeting participant do?

Participate intelligently, Be on time, Prepare but stay flexible, Follow up

It's not my responsibility to listen

Passive

Qadir sits quietly & doesn't speak when his supervisor engages him in convo. He sees his role as that of passive receiver of info, rather than active participant in the discussion.

Passive listening.

Your convo w/ Abigail today felt unbalanced. She did very little talking & seemed to expect you to carry the bulk of the discussion.

Passive listening.

In the ________ leadership model, a leader makes desirable rewards available in the workplace and clarifies how followers can obtain them.

Path-goal

Disadvantage to open-plan offices

People may feel "on" all day

Race stereotypes

People of color experience more discrimination and less support than whites

Employees, suppliers, & customers are all entrusted w/ decision-making pwoer.

People orientation.

Top-down reading is

a variant of the SQ3R system, both of which help you be a better reader. The top-down system gives you a five-step method to be a productive rather than a passive reader.

Yang receives his bonus check when he beats his sales goals by 10 percent.

Provide Consequences

Cognitive dissonance

Psychological discomfort a person experience between his cognitive attitude and incompatible behavior

Encoding

Putting a message into understandable symbols or language to send to another person.

value propositions

Quantitative and qualitative aspects of products or services that customers value most

To influence your boss to give you a raise, you prepared a presentation that showed your productivity and output over the past five years compared to your coworkers

Rational Persuasion

Sarah emails Joyce to tell her about a new project opportunity. What is Joyce's role in the communication process?

Receiver

Rafa tends to drift off in her own thoughts during long work meetings & often doesn't hear when key deadlines are announced.

Receiver barrier

The last time Takeshi talked with this vendor he felt the vendor was trying to take advantage of him. This time the meeting went very well, and Takeshi is thinking about giving him some business.

Recency Effect

Peter Cappelli's argument about the skills gap stresses that companies should restructure the way they think about the _______ step of the strategic human resource management process.

Recruiting and selecting people

Using robots to paint products on a 24-hour basis rather than using humans, who require downtime for personal breaks, would result in [blank].

Reduce Cycle Time

Motivating Factors

Related to satisfaction, higher-level needs, related to job content & what you do, responsibility

You are the team leader and your opinion is highly respected by your workers. Recently there's been a great deal of fighting among everyone on the team regarding how they'd like to approach the current project. Sometimes you wish you could get them to stop arguing by threatening to kick the troublemakers off of the team, but you don't actually have the authority to make that decision.

Relationship-motivated leadership

Your followers are bitter because you were promoted to lead the team and they weren't. They all feel confident in their work because their roles and job duties are very well defined. Although you are the official team leader, you don't have a whole lot of power to reward or punish anyone.

Relationship-motivated leadership

Emotional stability

Relaxed, secured, unworried

positive reinforcement

Repeated behavior because of good outcomes, reaching goals and receiving bonus makes employee want to work even harder

Objective Performance Appraisal

Results and numerical, facts that managers keep track of, less subject to being tainted by personal biases

What is the last step of the perceptual process?

Retrieval from memory

While Vonda's sales are strong, they do not appear to be in line with what she and her supervisor anticipated, so they are meeting to discuss how she can boost her sales in time to meet her goals.

Review Performance

________ power, which all managers have, is power that results from a managers' authority to offer praise and pay raises, even promotions to their subordinates.

Reward

Samantha gets her employees to do their work by offering something valuable in exchange.

Reward power

According to the simple model of motivation, what is the next step after you choose a type of behavior you think might satisfy the need?

Rewards

A(n) ____ form of media allows receivers to observe multiple cues, such as body language & tone of voice, & allows senders to get feedback. Face-to-face communication is an example of this form of media.

Rich

Communication

The transfer of info & understanding from 1 person to another.

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

They recap what the speaker has said. Effective listening is a learned skill, but it takes energy and desire to develop it. Pay attention to the content of the message, ask questions to make sure you understand, and recap what the speaker said.

Characteristics of a successful control system:

Timely, accurate, objective. Strategic & results oriented. Realistic, positive & understandable.

Reasons why control is needed in an org.

To adapt to change & uncertainty. To reduce costs & increase productivity. To discover errors & irregularities. To detect opportunities.

How do hiring managers use online social media?

To locate job candidates w/ specific skill sets. To post available job openings. To investigate potential employees' social media pages.

Swapna thinks that employees don't need to be involved in designing any of the rules associated w/ the org's control systems.

Too little employee participation.

__________ is defined as a comprehensive approach--led by top management and supported throughout the organization--dedicated to continuous quality improvement, training, and customer satisfaction.

Total quality management

During last month's business trip to Japan, Talya gave everyone she met a big hug just like she's always done when greeting strangers. People seemed to be offended by her behavior & she wasn't sure why.

Touch

During last month's business trip to Japan, Talya gave everyone she met a big hug just like she's always done when greeting strangers. People seemed to be offended by her behavior and she wasn't sure why.

Touch

Vincent read up on social & business culture in Dubai before traveling there to meet w/ new clients. He was glad he had done this, b/c it didn't come as a surprise to him when the clients, all men, hugged & kissed him on the cheek in greeting.

Touch

Vincent read up on social and business culture in Dubai before traveling there to meet with new clients. He was glad he had done this, because it didn't come as a surprise to him when the clients, all men, hugged and kissed him on the cheek in greeting.

Touch

_______ leadership focuses on clarifying employees' roles and task requirements and providing rewards and punishments contingent on performance.

Transactional

________ leadership helps employees pursue organizational goals over self-interests.

Transformational

Which of the following are recommended ways of handling communication via e-mail?

Treat all e-mail as confidential. Remember that not every topic belongs on e-mail. Reduce unnecessary e-mails that you receive.

Behavioral Description Interview (BDI)

Tries to learn how employees have dealt with workplace situations in the past or previous jobs

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

True

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

True

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

True

Disruptive innovation is a process by which a product or service takes root initially in simple applications at the bottom of a market and then relentlessly moves up market, eventually displacing established competitors.

True

Face-to-face communication is the richest form of communication because the receiver observes multiple cues in the message.

True

From the article What Great Managers Do, the three learning styles are analyzing, watching and doing? True or False

True

Human resource (HR) management consists of the activities managers perform to plan for, attract, develop, and retain an effective workforce.

True

In recent years, productivity has been declining globally. True or False?

True

In sexual harassment, the harasser may be a(n) outsider, coworker, supervisor, or someone of the same sex.

True

Julio is developing a new employee schedule for his pool care service due to the increase in business during the summer. While doing this, George is involved in organizing. True or False

True

Managers should expect to encounter criticisms, disagreements, and other on-the-job conflicts regularly.

True

Managers should try to increase the discretionary component of their self-imposed time by minimizing the subordinate-imposed time component. True or False?

True

Onboarding programs help employees to integrate and transition to new jobs by making them familiar with corporate policies, procedures, cultures, and politics by clarifying work-role expectations and responsibilities.

True

Organizations cannot easily control the macro environment, which includes sociocultural, demographic, political-legal, and international forces. True or False?

True

Rafael's team needed to make a few key decisions regarding their current project. To spark discussion, without hurting people's feelings, Rafael could implement programmed conflict in the form of devil's advocacy or the dialectic method.

True

Teamwork is considered the cornerstone of future management.

True

The system of governing a company so that the interests of corporate owners and other stakeholders are protected is known as corporate governance. True or False?

True

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

True

To start work every day, Tran sits down and sets his goals for the day and then he decides how to achieve them, formulating future courses of action to achieve the specified results. This is the definition of planning. True or False?

True

Total quality management (TQM) is a comprehensive approach led by top management and supported throughout the organization that is dedicated to continuous quality improvement, training, and customer satisfaction.

True

True/False: A balance sheet summarizes an organization's overall financial worth--that is, assets and liabilities--at a specific point in time.

True

True/False: Continuous improvement is defined as ongoing small, incremental improvement in all parts of an organization.

True

Using the SMART framework is a helpful way to state your Wildly Important Goal.

True

When Pietro, a new restaurant owner, is determining which products to offer on his menu, he is involved in the management function of planning.

True

Employee attitudes, turnover, organizational culture, and resource capabilities are typical metrics in the foundational perspective of the balanced scorecard approach.

True - CH 16

Samantha, a CEO, was reviewing her firm's budget. She was surprised to see that about 30% of the compensation budget was allocated to fringe benefits. Brandon, the vice president of HR, was correct in explaining that this proportion is typical for private industry.

True, Benefits are no small part of an organization's costs. In December 2019, private industry spent an average of $34.72 per hour worked in employment compensation, of which wages and salaries accounted for 70.1% and benefits the remaining 29.9%.

The process of actively decoding & interpreting verbal messages is known as

active listening.

At Toys and Games, employees know that during the December shopping season they are often required to work different schedules, weekends, and overtime. The December work schedules at Toys and Games is an example of a(n) ______ change because workers have experienced it in the past. (They experience it every December.)

adaptive

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

avoid eye contact Eye contact expresses emotion; for instance, most people tend to avoid eye contact when conveying bad news or negative feedback.

Which of the following is not part of the Design-Thinking process as outlined in the Tim Brown article? a) inspiration b) creativity c) Ideation d) Implementation

b) creativity

Which of the following is not one of the three levers listed in the article, What Great Managers Do? a) Make the most of strengths. b) Pay people fairly. c) Trigger good performance. d) Tailor to learning styles.

b) pay people fairly.

4 Relationship Oriented Behaviors

consideration empowering leadership ethical leadership servant leadership

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

focusing on the delivery rather than content Active listening, the process of actively decoding and interpreting verbal messages, requires full attention and processing of information. It also requires concentrating on content rather than the delivery.

Active listening does NOT include

focusing on the delivery rather than content.

Budget

formal financial projection that states an org's planned activities for a given period of time in quantitative terms.

The [blank] perspective of the balance scorecard approach examines areas and activities in which the firm currently excels, what it must do to excel in the future, and the processes in which the firm must concentrate its efforts in order to continue to satisfy customers and shareholders.

internal business

External Audit

is a formal verification of an organization's financial accounts and statements by outside

Internal Audit

is a verification of an organization's financial accounts and statements by the organization's own professional staff.

A strategy map

is a visual representation of the 4 perspectives of the balanced scorecard that enables managers to communicate their goals so that everyone in the co can understand how their jobs are linked to the overall objectives of the org.

Decentralized control

is an approach to org control that is characterized by informal & organic structural arrangements.

*Continuous Improvement

is defined as ongoing small, incremental improvements in all parts of an organization

Continuous improvement

is the process of instituting ongoing small, incremental improvements in all parts of an org.

The purpose of controlling

is to monitor performance & take corrective action as needed to ensure that objectives are met.

Manager vs Leader

leaders use influence, persuasion, and want too managers rely on authority, control, and have too manager is what you do leader is who you are

Full-Range Leadership

leadership behavior varies along a full range of leadership styles, from passive (laissez-faire) "leadership" at one extreme to transactional and transformational leadership at the other extreme

Position Power vs Personal Power

leadership mistake: position power too much, personal power too little

Deming management proposed ideas for making organizations more responsive, more democratic, and _______.

less wasteful

Debts or claims by suppliers and lenders against the assets of a company are classified as [blank] on the company's balance sheet.

liabilities

When a pharmacist can't read a prescription because of a doctor's poor handwriting, the message is disrupted by ________, which is defined as any disturbance that interferes with the transmission of a message.

noise

Ricky told his team that he is moving forward with a change to the bonus structure, despite vocal objections from several team members. Ricky is using the ________ conflict-handling style.

dominating

Easy vs Hard Pressure Tactics

easy- rational persuasion, inspirational appeals, consultation, ingratiating tactics, personal appeals hard- exchange tactics, coalition tactics, pressure tactics, legitimating tactics (bc I said so)

Marcus was recently advanced to the director's post at his co. Many of the people who report to him are not happy that he was promoted. He tends to tune out their ideas, & he likes to say, "I'm in charge b/c I am the best." His arrogance demonstrates his

ego

Which of the following is the most appropriate media for a manager advising employees of a revision to the company's bonus structure? a. e-mail to all those affected b. an announcement posted near the office coffee machine c. telephone call to each d. personal note to each e. face-to-face meeting

face-to-face meeting A rich medium like a face-to-face meeting is more effective with nonroutine situations. This provides an opportunity for feedback and prevents information oversimplification in which the receiver does not get enough information.

Shweta finds it off-putting when her colleague, Jen, smiles at her too much during conversations. She doesn't understand why someone would have this expression on their face all the time, and it feels uncomfortable to her.

facial expressions

Dicte has a small business making based beaded jewelry. The costs of purchasing the beads, semi-precious stones, clasps, and other supplies used to make the jewelry and the rent on her store are the [blank] of her business, whereas the assets resulting from the sale of her jewelry are the business's [blank].

expenses ; revenues

Which type of communication is highest in media richness?

face-to-face

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

noise Noise is any disturbance that interferes with the transmission of a message. It can occur in the encoding or decoding, as when a pharmacist can't read a prescription because of a doctor's poor handwriting.

Statistical process control is a statistical technique that uses _______ from production runs to see if quality is being maintained within a standard range of acceptability.

periodic random samples

Statistical process control is a statistical technique that uses _____ from production runs to see if quality is being maintained w/in a standard range of acceptability.

periodic random samples.

Debbie works part time in a coffee shop. Some of the equipment is so noisy it prevents her from correctly hearing what the customer orders. This is an example of a(n) ______ barrier to communication. a.feedback b. personal c. semantic d. encoding e. physical

physical Physical barriers include sound (the equipment), space, and time.

Path-Goal Leadership Model

the effective leader makes available to followers desirable rewards in the workplace and increases their motivation by clarifying the paths, or behavior, that will help them achieve those goals

encoding barrier

the message is not expressed correctly

Glass ceiling

the metaphor for a invisible barrier preventing women and minorities from being promoted to top executive jobs

The first principle Deming management is the quality should be aimed at [blank].

the needs of the consumer

budgeting process

the process for allocating financial resources and measuring expected quantitative and qualitative outcomes of a firm

benchmarking

the process of collecting data from the industry's best players and using their numbers as a goal or guideline for evaluating company performance

outputs

the products and or services than an organization prodcues

feedback

the receiver expresses his reaction to the sender's message

decoding barrier

the recipient doesn't understand the message

Expert Power

the result from one's specialized information or expertise needs to be developed

growth stage

the stage at the beginning of the business cycle that is marked by high investment activity

sustain stage

the stage in a business life cycle where the company is investing and extracting money, trying to maximize its return on investment

Management by wandering around (MBWA) is

the term used to describe a manager's wandering around his or her organization and talking with people across all lines of authority.

The grapevine is

the unofficial communication system of the informal organization, a network of gossip and rumor of what is called "employee language."

Type A behavior pattern

they are involved in a chronic, determined struggle to accomplish more in less time -increased performance but greater risk for health issues

Individuals are said to be collaborating when

they are sharing information and coordinating efforts to achieve a collective outcome.

A budget in which the allocation of resources fluctuates in proportion to different levels of activity during the budget period is known as a(n) [blank] budget.

variable

A(n) ______ budget allows the allocation of resources to vary in proportion with various levels of activity.

variable

A(n) ________ budget allows the allocation of resources to vary in proportion with various levels of activity.

variable

At Taylor Activewear, orders have significantly exceeded projections, & Macon, the operations director, has decided to hire for a 3rd shift in the plant. Macon is clearly operating w/ the use of a(n)

variable budget

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

vertically.

Ronin is on a(n) ________ team that consists of members who work together over time and distance via electronic media to combine effort and achieve common goals.

virtual

Social media allows a co's employees to collaborate w/ each other & w/ people outside the org in a group effort called

virtual teamwork

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

weak position power.

Tracie, working at a research facility in Washington D.C., needs to communicate with Juan, who is in Mexico City, about a project they are working on. Although Juan has perfect command of English, they are still facing a(n) ______ barrier to communication. a. encoding b. physical c. semantic d. personal e. medium

physical Physical barriers include sound, time, space, and the like. In this example, time and space may be a barrier because these people are several time zones apart.

David McClelland

proposed acquired needs theory which states that three needs- achievement, affiliation, and power- are major motives determining people's behavior in the workplace

An organization should adopt planning and strategic management to....

provide direction and momentum, encourage new ideas, and develop a sustainable competitive advantage.

A study conducted by AT&T and Stanford University found that the top predictor of success and professional upward mobility was _____. a. integrity b. writing ability c. intelligence d. public speaking ability e. interpersonal skills

public speaking ability A study conducted by AT&T and Stanford University found that the top predictor of success and professional upward mobility is how much you enjoy public speaking and how effective you are at it.

Using robots to paint products on a twenty-four-hour basis rather than humans who require downtime for personal breaks would result in ________.

reduced cycle time

The digital era & social media have caused major problems for businesses, including security breaches &

reduced productivity due to handling large volumes of e-mail.

In ______ teams, there is an expectation of increased productivity and quality of work life because employees are delegated greater authority and granted increased autonomy.

self-managed

When 2 people from the same culture misunderstand each other b/c the meaning of the words is unclear, they are experiencing a

semantics problem

Supply chain

sequence of suppliers that contribute to creating & delivering a product

roles

sets of behaviors that people expect of occupants of a position -role overload -role conflict -role ambiguity

Which of the following statements about the supply chain are true?

1) It is a significant cost for companies 2) It is an important component of business and can impact company finances

Base Pay (Wages or Salaries)

Consists of the basic wage or salary paid employees in exchange for doing their jobs

Why manage workplace behaviors? Types

1. Performance and Productivity -dependant on industry and position (clients vs output)

360-Degree Feedback

A performance appraisal process in which feedback is obtained from the boss, subordinates, peers and coworkers, and the employees themselves

I'm fully invested.

Active listening.

Organizing

Arranging people, tasks, and resources to accomplish work

you boss does an excellent job bringing people together, helping them to realize their common goals, and getting them to cooperate at work.

Building community

A company that values innovation and creativity establishes a reward system based on suggestions for improvement and patents. This is an example of a control in the [blank] area.

Cultural

Using self-determination theory to motivate employees at Cloud Space, a data storage company, the vice chair makes 10-20 phone calls a day to thank special employees "caught doing something right." The vice chair is fulfilling her employees' ________ needs.

Compentence

In communication, women are more likely than men to use "I" statements.

FALSE

Marina is a manager who has poor leader-member relations with her employees who perform unambiguous, easily understood tasks. She should use a task-oriented leadership style.

False, The optimal leadership style for poor leader-member relations and high task structure is relationship-oriented leadership.

______ is likely to cause a semantic barrier to communication. The grapevine Rhetoric Technology Jargon Gossip

Jargon In addition, as our society becomes more technically oriented, semantic meaning becomes a problem because jargon develops. Jargon is terminology specific to a particular profession or group.

A ________ is formed when a firm entering a market pools its resources with those of a local firm.

Joint Venture

Expectancy

Lucy wants to attend training before she takes on a new job role, Darius isn't confident about tackling a new project because he's not at all familiar with the software platform

Members seem to be coming out of their shells, grouping into small alliances, and even arguing about the group's goals.

Norming

semantics

Study of the meaning of words

Veronica thinks Yu-Chen is arrogant. Yu-Chen thinks Veronica is unprofessional. Forcing Veronica and Yu-Chen to work together could diminish both workers' well-being.

True

Which of the following is the major trade agreement between the United States, Canada, and Mexico?

USMCA

Sexual Harassment

Violates Title VII of 1964 Civil Rights Act (Quid pro quo: jeopardizes being hired or obtaining job opportunities/benefits) (Hostile environment: doesn't risk economic harm but experiences offensive work environment)

From The Best Laid Incentive Plans, which of the following is an important component of the sales process?

a. Mentoring b. Prospecting new clients c. Account information management

Reduced cycle time is the direct result of

decreasing the steps in a work process

Reduced cycle time is the direct result of [blank].

decreasing the steps in a work process

Managers can increase overall productivity by increasing the efficiency of all the following EXCEPT

goals

According to Festinger, how people deal with cognitive dissonance depends on three factors. Which are the correct three factors?

importance, control, and rewards

Productivity is defined by the formula of outputs divided by ____________ for a specified period of time.

inputs

Decoding

interpreting and trying to make sense of the message

Financial Statement

is a summary of some aspect of an organization's financial status

Reward Power

managers authority to reward subordinates

The grapevine is

more active when official communication is lacking.

Nonverbal language and other subtleties are

often lost in e-mail, so jokes may be taken as insults or criticism.

Ethics are....

standards of right and wrong that influence behavior.

"I disagree with the proposal given by one of your coworkers, but you should feel free to vote according to your own conscience

(Indefensive communication)

External recruiting

Advantage: Applicants with specialized experience, fresh insights Disadvantages: Recruiting process is longer, higher risk because not well known

People with low self-esteem ________ than those with higher self-esteem.

Are more dependent on others

________ are formal verifications of an organization's financial and operational systems.

Audits

When Hector's students handed in their work late, he knew they had been out partying and this was why they didn't do their work on time.

Casual Attribution

For most of the 20th century, ________ experienced foreign occupation, civil unrest, major famine, and a strict one-party communist regime.

China

ID the disadvantages brought about by the digital age.

Decreased privacy. Too many emails. Security breaches.

2. Improvement Orientation

Focusing Everyone on Continuously Improving Work Processes -It's less expensive to do it right the first time. -It's better to do small improvements all the time. -Accurate standards must be followed to eliminate small variations. -There must be strong commitment from top management.

The acceptable threshold for quality defects according to Six Sigma standards is 3.4 defects per [blank] products or procedures.

1,000,000

The acceptable threshold for quality defects according to Six Sigma standards is 3.4 defects per _____ products or procedures.

1,000,000

How companies can foster innovation

1. Create an innovation strategy 2. Get commitment from top managers 3. Foster an innovation culture and climate 4. establish the required structure and process 5. Obtain the necessary human capital 6. Institute the necessary human recourses policies, practices, and procedures 7. Obtain the appropriate resources

Job Characteristics model

J. Richard Hackman, Greg Oldham

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

Moderate; relationship

Which of the following is a primary function of management?

Organizing

Managers use ________ to visualize how strategic goals relate to one another and to overall firm success.

Strategic maps

A [blank] [blank] is a visual representation of the four perspectives of the balanced scorecard that enables managers to communicate their goals so that everyone on the company can understand how their jobs are linked to the overall objectives of the organization.

Strategy Map

Dominique focuses on rewarding her entire team's performance rather than individual team members' performance.

(Motivation)

Members aren't very trusting of one another they are spending time assessing what their contribution will be to this particular group as this is currently unclear.

(Storming)

Kalisha is part of the sales force. She is friendly and outgoing, and she consistently your top salesperson

(extroversion)

Members decide on their regular meeting days/times, rules about tardiness or nonattendance, and set expectations regarding how they will interact with one another

(forming)

Oscar gives team members the freedom to make important decisions on matters such as team deadlines and resource allocation,

(trust)

A goal is a specific commitment to achieve a measurable result within a stated period of time. True or False?

True

Sex stereotypes

Women have harder time being percieved as effective leaders

passive leadership

behavior characterized by a lack of leadership skills (ex- don't intervene until the problems are brought up directly to them) laissez-faire leadership a general failure to take responsibility for leading

The opposite of bureaucratic control is [blank] control.

decentralized

2. Do

do implement the change or make a small-scale test.

The balanced scorecard approach

gives upper management a quick but thorough view of the org via 4 indicators: customer satisfaction, internal processes, innovation & improvement activities, & financial measures.

Two or more freely interacting individuals who share norms, share goals, and have a common identity form a

group

decoding

interpreting and trying to make sense of the message

sender barrier

no message gets sent

As a team manager, Leia makes a point to avoid speaking unkindly of team members to other team members, and she always sticks up for team members who are being treated unfairly

(norms)

When trust is lacking between 2 people communicating w/ each other, the individuals tend to become _____ rather than focus on the meaning of the message.

Defensive.

According to equity theory, which type of justice reflects the perceived fairness of how resources and rewards are distributed or allocated?

Distributive

Which of the following is the first step of the control process?

Establish performance standards

1st step of the control process

Establish performance standards.

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

False, scientific management is this process

During premortem, team members discuss what has gone wrong with the project True or False?

False, they talk about what COULD go wrong

_____________ is a verification of an organization's financial accounts and statements by the organization's own professional staff

Internal audit

Subjective Performance Appraisal

Leadership ability or positive attitude, managers biases can influence rating, specific observable performance, BARS

Which type of goal is better for jobs that require creativity and taking a problem-solving approach?

Learning goal

Assets

Resources that an org controls, such as cash, inventory, & AR

2x daily, factory workers at Fabulous Skeins & Yarn select random samples from production runs & test them for quality, rejecting runs if too many samples fall outside a standard range of acceptability. These workers are engaged in statistical process control.

TRUE

Benefits of Telecommuting

- reduce capital costs - increase flexibility and autonomy for workers - provides competitive advantage when recruiting - increase job satisfaction - increase productivity - ability to tap into nontraditional workers

Assets are the resources that an organization controls. Which of the following are examples of assets?

-Accounts receivable -Inventories -Cash

Which of the following are control challenges that a manager will need to deal with?

-Diversity -Sustainability -Competitive advantage

In recent years, productivity has been declining globally.

True

Communication from an employee to her boss is an example of

Upward communication

Which four of the following are barriers to a successful control system?

-Too much emphasis on means instead of ends -Too little employee participation -Too much control -Overemphasis on paperwork

A financial statement is a summary of some aspect of an organization's financial status. Example of a financial statement might be _________.

-a balance sheet -an income statement

rich medium

best for non routine situations and to avoid oversimplification

Task Oriented Behavior

ensure that people, equipment, and other resources are used in an effective way to acomplis the mission of the org

______ is NOT one of the three types of formal communication

grapevine

The key to protecting yourself against online security threats is

prevention

A dashboard

pulls data in real time from software & displays it in easy-to-read graphics.

Which strategies are recommend for writing e-mail messages & reports more effectively?

Know your audience. Start w/ your purpose. Write simply.

Which of the following are types of informal communication channels?

The office grapevine. Face-to-face communication.

Employers must consider an employment test's ______, meaning whether or not it measures what it purports to measure and is free of bias.

Validity

Your manager called a team meeting this week to discuss the group's progress on its current project.

Vertical communication

Anne submits her vacation request to her boss.

Vertical communication.

Discerning Style of Listening

focusing on the main message

Deming management proposed ideas for making orgs more responsive, more democratic, &

less wasteful

Strategic control involves monitoring ________ to ensure that strategic plans are being implemented and taking corrective action as needed.

performance

When the team executes the strategic plan, it is in which stage of development?

performing

Which of the following are basic type of financial statements?

1) Balance Sheet 2) Income Statement

Instrumentality

Catalina knows that she will receive a huge year-end bonus if she meets her sales goals, Adnan's boss dangles rewards in front of employees as performance incentives, but sadly Adnan knows that even when employees perform well, most of them never see any actual rewards

Jefferson is head of the parts department. He measures the actual # of defective parts to the standard # of defective parts.

Compare performance to standard.

Mariana is your company's head of governmental reporting. It is critical that her reports be submitted on time and accurately, otherwise the company could face stiff penalties.

Conscientiousness

Melba is charged with deciding whether to have learning and development classes conducted during the workday or to have learning and development outside of work.

Implementation

What is a state of reduced attention that often leads to thoughtless, rigid behavior, & causes people to forget names soon after hearing them?

Mindlessness

Wen believes very much in self-managed teams & gives a tremendous amount of authority to a team when she assigns them a project.

Structural control.

Sender

The person wanting to share info.

In the office of every general manager of Sleep Tight Motels there is a small poster that reads, "We want to become the only place our customers want to stay for the night while traveling." This is the vision statement for Sleep Tight Motels. True or False?

True, Vision statements answer the question, "What do we want to become?"

How should a business communication be written?

Use few adjectives & adverbs.

According to Victor Vroom, the three primary elements that determine how willing an employee is to work hard at tasks important to an organization are

expectancy, instrumentality, and valence

Comprehensive Style of Listening

focusing on the speaker's logic

Telepresence Technology

high-definition videoconference system that simulates face-to-face meetings between users

receiver barrier

no message is received

To help maintain a competitive advantage, the emphasis for most companies is on

production efficiency.

Ways to improve self-esteem

1. Reinforce employees' positive attributes and skills 2. Provide positive feedback wherever possible 3. Break larger projects into smaller tasks and projects 4. Express confidence in employees' abilities to complete their tasks 5. Provide coaching wherever employees are seen to be struggling to complete tasks

[blank] are formal verification of an organization's financial and operational systems.

Audits

your supervisor has a knack for balancing short-term objectives with the company's overarching goals

Conceptualization

Which management function is involved with monitoring performance, comparing it with goals, and taking corrective action as needed?

Controlling

What is the ability to recognize & understand another person's feelings & thoughts?

Empathy

Aaliyah is the head of the customer experience division. She establishes the acceptable level of performance for her staff.

Establish standards

Who should respond to negative comments posted about a co on social media sites?

Experienced managers

Medical knowledge possessed by doctors results in their ________ power.

Expert

Tamika emails a supplier to ask for a price quotation on a product.

External.

A business plan is a tool used by the federal government to determine how to strengthen the business sector through macroeconomics and microeconomics. True or False?

False, A business plan is a document that outlines a proposed firm's goals, the strategy for achieving them, and the standards for measuring success.

A social audit is a systematic assessment of employee happiness within a company. True or False?

False, A social audit is a systematic assessment of a company's performance in implementing socially responsible programs, often based on predefined goals.

Collaboration and teamwork are the same thing. True or False?

False, Collaboration is essential for teamwork, but it isn't the same thing as teamwork.

Types of formal communication channels.

Horizontal Vertical External

You often chat informally w/ 1 of your coworkers about her thoughts on the project you're working on together.

Horizontal communication

Suzie emails a coworker to inform him that she has finished her part of a team project.

Horizontal communication.

You are a server at a local pub. This morning you & another server at the restaurant texted w/ each other to swap some of the days in your schedules for the upcoming week.

Horizontal communication.

The six areas of organizational control include _____, physical, informational, financial, structural, and cultural.

Human

A company institutes a policy requiring all employees involved in a workplace accident to submit to a mandatory drug test. This is an example of a control in the [blank] area.

Human Resource

Although they may be subtle, when considering forces for change, job dissatisfaction, absenteeism, and low productivity represent

Human Resource Concerns

Olivia is the go-to person at her co for quick turnarounds & short-term projects. She stays focused & meets all deadlines. Even though she seems successful, which time management mistake may Olivia be making?

Ignoring the more important & difficult activities.

The way to success in business is through continuous, small enhancements to products.

Improvement orientation

Assumes that it is better to expend more resources getting something right the 1st time than to have to engage in costly repairs & reworking after the fact.

Improvement orientation.

Encoding

In the communication process, translating a message into symbols or language for transmission.

Julian works really hard and is a top salesman in his firm. Julian enjoys his regular paycheck every other week, but really looks forward to the healthy commission checks he gets that are based on his sales.

Incentives

A firm's _____ statement summarizes its financial results (revenues & expenses) over a specified period of time, such as a month, quarter or year.

Income

What are basic types of financial statements?

Income statement Balance sheet

10 reasons employees resist change

Individuals predisposition toward change, surprise and fear of unknown, climate of mistrust, fear of failure, loss of status or job security, peer pressure, disruption of cultural traditions or group relationships, personality conflicts, lack of tack or poor timing, non-reinforcing rewards system

In their ________ roles, managers interact with people inside their work units; while solving problems is part of their ________ roles.

Interpersonal; Decisional

From 1995 to 2000, productivity grew at an annual rate of 2.5%. Which one of the following factors is thought to have produced that growth?

Investment in information technology

Arun participated somewhat halfheartedly in a convo w/ 1 of his subordinates today. She felt like he wasn't devoting all of his attention to her issues.

Involved listening.

When you have a convo w/ Caliana, she appears to be engaged b/c she makes eye contact & nods, but she also occasionally checks texts while you are talking w/ her.

Involved listening.

Which of them is in the best situation for increasing her individual productivity?

Irina works for a co that reimburses employees for work-related education courses.

Vanessa is skilled at guiding her employees' behaviors, providing input on their work projects, and motivating them toward accomplishing tasks.

Leader

Which statements regarding social media strategies in business are true

Marketers should track the results. The message should be surprising.

Which of the following is the second step of the control process?

Measure Performance

________ is the process of strengthening a behavior by withdrawing something negative.

Negative reinforcement

Which of the following is NOT part of the strategic human resource management process?

Negotiate employment contracts

Extroversion

Outgoing, talkative, sociable, assertive

How should a business respond to negative comments that customers or employees post about the co on social media sites?

Require employees to follow the co's social media policy. Respond quickly on the site.

Understanding how artificial intelligence, big data, and collaborative computing will impact your organization is the challenge of managing for

Technological Advances

Jaco is most motivated when he is able to influence his work environment and decide when and how to complete his work. Which of the following best describes Jaco's motivation?

The autonomy aspect of self-determination theory

Receiver

The person for whom the message is intended.

Brad sends an email to his boss, asking for permission to attend a training seminar in Houston.

Upward communication.

What question does a group ask during the forming stage of group development ?

Why are we here?

Overemphasis on 1 instead of multiple approaches, too much control, & too little employee participation are a few of the barriers to

a successful control

Contrary to stereotypes, _____ has no impact on media richness preference.

age

People with ________ exhibit less anxiety, greater motivation, and stronger expectations that effort leads to performance.

an internal locus of control

A fixed budget, also known as a static budget, has resources allocated on a single estimate of costs. That budget amount [blank].

cannot be adjusted over time

The leader-member exchange (LMX) model of leadership posits that

each relationship between leaders and followers is distinctive.

The intro to a business speech should

get right to the point.

The organizational development (OD) process has three steps: ___________, accompanied by feedback.

iagnosis, intervention, and evaluation

A firm's [blank] statement summarizes its financial results (revenues and expenses) over a specific period of time, such as a months, quarter or year.

income

budget

is a formal financial projection

Age stereotypes

older workers are less motivated, less healthy

4 Behavior Leadership Approach Categories

task-oriented behavior relationship-oriented behavior passive behavior transformational behavior

Benchmarking is a process by which a company compares its performance with __________.

that of high-performing organizations

feedback barrier

the recipient doesn't respond enough

Transformational Leadership

transforms employees to pursue organizations goals over self-interest

encoding

translating a message into understandable symbols or language

When do managers make mistakes?

when treating people like other resources

Affective

"I feel"

Behavioral

"I intend"

When it comes to learning from failure in the innovation process, Pixar President Ed Catmull said,

"Mistakes are inevitable consequence of doing something new and should be seen as valuable."

Need for affiliation

"i need close relationships"

Need for achievement

"i need to excel at tasks"

2 Core Principles of TQM

(1) people orientation—everyone involved with the organization should focus on delivering value to customers—and (2) improvement orientation—everyone should work on continuously improving the work processes.

Compensation

(1) wages or salaries, (2) incentives, (3) benefits

Members of your eight-person team break off into smaller groups of two or three and work on their subgroups individual tasks.

(Performing)

Which of the following are mechanisms that contribute to the success of a measurement-managed firm?

-Communication provides a clear message -Top executive agree on business strategy that is translated into measurable objectives -Better focus and alignment with strategic measures and individual performance

Which three of the following are the principal management levels of control?

-Operational -Strategic -Tactical

Which four of the following are TQM tools and techniques used for improving quality?

-Statistical process control -Reduced cycle time -Benchmarking -Six Sigma

Financial Controls

...

Which of the following are barriers to a successful control system?

1) Overemphasis on paperwork 2) Too much Control 3) Too little employee participation in planning

The grapevine delivers around _____ % of all org communication.

70

Exit Interview

A formal conversation between a manager and a departing employee to find out why he or she is leaving and to learn about potential problems in the organization

________ is a control mechanism for making sure the right people do the right things at the right time.

A hierarchy of authority

A person's characteristic speaking patterns, such as the use of pacing, pausing, questions, & stories

A linguistics style.

What is cyberloafing?

Accessing the Internet at work for personal use.

Integrity tests

Assess attitudes related to a person's honesty, dependability, trustworthiness, reliability, behavior

Resources that an organization controls, such as cash, inventory, and accounts receivable, are classified on the balance sheet as [blank].

Assets

Process Innovation

Change in the way a product is conceived, manufactured, or disseminated

Malik starts his new job & learns that his colleagues have higher quality & performance expectations of each other than the co has of them.

Cultural control.

A(n) [blank] in business management is a display of information, such as sales, orders, and costs, in easy-to-read graphics.

Dashboard

__________ is an approach to organizational control that is characterized by informal and organic structural arrangements and is the opposite of bureaucratic control.

Decentralized control

NOT an element of the communication model

Decoder

Which of the following is NOT an element of the communication model?

Decoder

Sara isn't tech savvy. She doesn't understand what her co-workers are referring to when they refer to tweeting or sending snapchats, & she doesn't ask them for clarification.

Decoding barrier

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

Enrichment

[blank] resource planning software systems are information systems for integrating virtually all aspects of a business.

Enterprise

What increases productivity by using info systems to integrate virtually all aspects of a business?

Enterprise resource planning software systems

Workers who face discrimination in their jobs in the United States can file a complaint with the

Equal Employment Opportunity Commission

____________ is the use by management of real-world data, rather than fads and hunches, in making managerial decisions.

Evidence-based management

Your boss tells you that if you are willing to work Thanksgiving week without any days off, she will guarantee that you don't have to work during the next major holiday week.

Exchange tactics

Chase's Chaises in Arkansas produces high-quality furniture and ships its products to customers in over 40 countries. Chase's Chaises is ________ its products.

Exporting

Formal communication channels.

External Horizontal Vertical

____________ is a formal verification of an organization's financial accounts and statements made by outside experts who are certified public accountants (CPAs).

External Audit

As chairman of the board, you send a report to your shareholders updating them on the co's quarterly performance.

External communication

The shipment of raw materials your co is waiting on is a week overdue. You call your supplier to ask about the reason for the holdup.

External communication

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

External processes

Santiago gets offended when his subordinates look downward when he's speaking w/ them.

Eye contact

Santiago gets offended when his subordinates look downward when he's speaking with them.

Eye contact

Corrective action is a control principle that states that managers should be informed of a situation only if data show a significant deviation from standards.

FALSE

Shweta finds it off-putting when her colleague, Jen, smiles at her too much during conversations. She doesn't understand why someone would have this expression on their face all the time, & it feels uncomfortable to her.

Facial expressions

You love having your colleague Quinton in meetings because he is a great source of entertainment. For example, when coworkers are arguing over something silly or holding up the meeting's progress, he rolls his eyes dramatically.

Facial expressions

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

False

OD intervention strategies that are successful in one country are highly likely to be successfully applied in other countries.

False

The Foreign Corrupt Practices Act makes it illegal for employees of the U.S. government to seize a foreign or domestic company's assets.

False

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

False

Employees elect a company's board of directors. True or False?

False, The board of directors is elected by the stockholders.

When the band came out on stage & the lead singer shouted, "Hello, Philadelphia!" the crowd roared w/ applause.

Feedback

Since the economic downturn, Jada worries just as much about whether she will be able to pay the payroll each week as she worries about paying her own bills at home.

Financial control.

Audit

Formal verification of an org's financial & operational systems

Ivy knew she would like her blind date as soon as she saw him, because of the way he dressed.

Halo Effect

Araceli has a new manager who she suspects might be a micromanager. What signs should she watch for from him?

He asks to be copied on everything regardless of what it is.

All of the following are informal aspects of the workplace EXCEPT

Hierarchy

Zeb met with five potential new assistants over the course of the last week. He couldn't explain why, but he knew he had a great feeling about three of them and didn't care for the other two. One of Zeb's coworker's pointed out that the three he liked shared Zeb's gender and race, and the two he didn't care for did not.

Implicit Bias

Is driven by strong support at the highest levels of the org.

Improvement orientation

I'm partially invested.

Involved

Controlling

Monitoring performance, comparing it with goals, and taking corrective actions as needed

Content and process are perspectives on

Motivation

4. Innovation & Learning Perspective

"Can we continue to improve and create value?

2. Customer Perspective:

"How do customers see us?"

1. Financial Perspective

"How do we look to shareholders?"

3. Internal Business Perspective

"At What must we excel?"

Six sources of job related stresS

1. demands created by individual differences 2. individual task demands 3. individual role demands 4. group demands 5. organizational demands 6. nonwork demands

Emotional intelligence

1. self-awareness 2. self-management 3. social awareness 4. relationship management

Current assets

AR Cash Treasury bills

What should a meeting participant NOT do?

Ask "why" questions.

Balance sheet summarizes a firm's

Assets Liabilities

Greg prepares a financial statement for his business, listing the company's current assets, fixed assets, and the debts that are owed to suppliers and lenders. What document does Greg prepare for his business?

Balance Sheet

Which report summarizes the overall financial worth of an org, such as assets & liabilities, at a specific point in time?

Balance sheet

Pria gets a large paycheck compared to her colleagues because of the dangers associated with her particular job.

Base Pay

Objective Appraisals

Based on facts and are often numerical -measure results -harder to challenge legally

The interdisciplinary field of organizational ________ tries to explain and predict workplace behavior to help managers better lead and motivate others.

Behavior

negative reinforcement

Behavior is more likely to be repeated because they do not enjoy when they engage in behavior, supervisor continually reminds an employee and is annoying/tiresome

"I'm going to buy a Ford to support the U.S. auto industry" is an example of which component of attitude?

Behavioral

Firings

Being terminated/dismissed permanently "for cause"

Last week you observed the co's senior VP, Lan, at a regional meeting. You were surprised that she fidgeted a lot w/ her hands during conversations w/ people. You thought this made her look nervous & unsure of herself.

Body movements & gestures

Rajiv keeps his hands either at his sides or clasped behind his back when speaking w/ colleagues. He isn't sure why people don't respond to him w/ the same warmth that he feels toward them during conversations.

Body movements & gestures.

Last week you observed the company's senior VP, Lan, at a regional meeting. You were surprised that she fidgeted a lot with her hands during conversations with people. You thought this made her look nervous and unsure of herself.

Body movements and gestures

Rajiv keeps his hands either at his side or clasped behind his back when speaking with colleagues. He isn't sure why people don't respond to him with the same warmth that he feels toward them during conversations.

Body movements and gestures

A(n) [blank] is a formal financial projection that states an organization's planned activities for a given period of time in quantitative terms.

Budget

The point of a _____ is to provide a yardstick against which managers can judge how well they are controlling monetary expenditures.

Budget

Product Innovation

Change in the appearance or performance of a product or the creating of a new one

NOT do when attempting to improve communication

Close your eyes

After trying unsuccessfully for months to get your supervisor to change the company vacation policy, you decide to drum up support from all of your coworkers who are unhappy with the policy.

Coalition tactics

Jiro often uses threats to get his staff to achieve desired results.

Coercive power

Which of the following areas of control fro orgs exerts informal control?

Cultural

Aileen and her supervisor discuss how the market is looking and how much of an increase in sales she believes is realistic and attainable for this year.

Define Performance

[blank] proposed ideas for making organizations more responsive, more democratic, and less wasteful.

Deming Management

Which approach is a comprehensive approach, led by top management & supported throughout the org, & dedicated to continuous quality improvement, training, & customer satisfaction?

Deming management

The PDCA cycle is part of

Deming management.

The PDCA cycle is part of

Demming Management

I'm uninterested

Detached

Evelyn fell asleep during this morning's work meeting b/c she didn't find the content of the meeting interesting.

Detached listening.

Maurice seemed completely uninterested in your covo at work today. He wasn't making eye contact, was yawning, & kept looking around at what others were doing while you were speaking.

Detached listening.

Control helps an organization

Detect Opportunities

Which of the following is a typical off-the-job learning and development method?

E-learning

NOT true about communication in the workplace

E-mails can cut through the misunderstandings that result from misinterpreted phone calls.

Goal Setting Theory

Edwin Locke and Gary Latham-- suggests that employees can be motivated by goals that are specific and challenging but achievable

Good communicators are _____ & effective. That is, their messages are transmitted in a short time, & people understand them.

Efficient

Which forms of communication are still popular among older generations but are considered outdated by some younger people?

Email Telephone calls

everyone voted for julian to lead the team because of his extensive knowledge of the processes they would be using to complete their upcoming project

Expert power

Writing is NOT important for a career in management b/c managers have admin assistants who edit & correct their business correspondence.

FALSE.

Undocumented immigrants make up about 20 percent of the U.S. workforce.

False (5%)

Controlling is the arranging of jobs, people, and other resources to accomplish tasks and responsibilities.

False, "Organizing" is defined as arranging tasks, people, and other resources to accomplish the work.

What are the components of TQM?

Get every employee involved. Make continuous improvement a priority. Use accurate standards to ID & eliminate problems. Listen to & learn from customers & employees.

Which consists of quality-control procedures cos must install in all facets of their operation that can be audited by independent quality-control experts, or registrars?

ISO 9000

Which type of budgeting allocates increased or decreased funds to a department by using the last budget period as a reference point?

Incremental

[blank] budgeting allocates increased or decreased funds to a department by using the last budget period as a reference point.

Incremental

Increasing employee psychological empowerment requires four kinds of behaviors, including all of the following EXCEPT

Inspiration

Which of the following statements concerning the ISO 14000 series is true?

It identifies standards for environmental performance

Which of the following statements about the supply chain are true?

It is an important component of business & can impact co finances. It is a significant cost for cos.

Danger of using a lean medium for nonroutine matters?

It results in info oversimplification.

How official communication should be routed

Org chart

Realistic Job Preview

Positive and negative features of job and the organization

Your general belief about your own self-worth

Self-Esteem

At the medical clinic where Katrina is chief of staff, employees have to spend so much time charting & reporting that they feel they can't spend any quality time w/ patients.

Overemphasis on paperwork.

Common barriers to a successful control system

Overemphasis on paperwork. Too much control. Too little employee participation in planning.

One of the dangers of using a rich medium for routine matters is info _____, in which the receiver gets more info than necessary.

Overloading

Which forms of nonverbal communication are inappropriate in some cultures?

Patting on the shoulder. Embracing.

To avoid errors in writing, what precautions should be taken w/ every business communication?

Pay particular attention to the spelling of people's names & titles. Watch for auto-correct errors.

Peers, Subordinates, Customers, & Self

Peers: Co-workers, colleagues, and subordinates Customers: Restaurants and hotels ask customers and clients Self: How you would rate your own performance

Executives & researchers at the corporate level frequently interact w/ front-line salespeople to garner info on customer & product issues.

People orientation.

The focus is on creating the most value possible for customers.

People orientation.

Why are face-to-face meetings still an important part of the work day?

People value human contact.

________ is the set of processes and managerial behaviors that involve defining, monitoring, measuring, evaluating, and providing consequences for performance expectations.

Performance Management

A company searching for a candidate based mainly on skills and abilities would be most likely to use ________ in evaluating a candidate's fit to a specific job.

Performance Tests

Which of the following is an example of the HR area of control?

Performance appraisals

Statistical process control is a statistical technique that uses [blank] from production runs to see if quality is being maintained within a standard range of acceptability.

Periodic Random Samples

Downsizing

Permanent dismissal, no rehiring later

Types of barriers to communication.

Personal Physical Cross-cultural

According to the integrated model, motivation is affected by ________ factors.

Personal & Contextual Factors

Your coworker wants you to cover his shift later this week, so he reminds you that the two of you are close and that this is what friends do for one another.

Personal appeals

as a leader you try to avoid influencing others with you title or ability to punish them. instead, you think its a much better strategy to gently coax people using objective facts

Persuasion

Sound, time, & space are all ____ barriers to communication.

Physical

Joi, working at a research facility in Washington, DC, needs to communicate w/ Jesus, who is in Mexico City, about a project they are working on. Although Jesus has a perfect command of English, they are still facing a

Physical barrier to communication.

Pablo's primary responsibility is to make sure work computers are not being used for personal business & socializing. He gets reports whenever there is excessive use of social networking sites by any 1 computer.

Physical control.

barriers to communcation

Physical-- sound, time, space, etc Semantic-- when words matter Personal-- individual attributes that hinder communication

You don't want to teach an extra class at your university next semester, but your boss subtly reminds you that if you don't do it, your colleagues may rate you poorly on your next performance evaluation.

Pressure tactics

Which of the following is NOT a recommended way to manage innovation and change?

Prevent failure at all cost

Refineries learn to extract more oil in less time.

Process innovation

Apple releases an updated version of the Mac book.

Product innovation

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

Production Schedules

Which is an example of the info area of control?

Production schedules.

_________ is defined by the formula of outputs divided by inputs for a specified period of time.

Productivity

From the case, The Forgotten Group Member, who is Frank Rasmussen?

Professor

Onboarding (Employee Socialization)

Programs that help employees to integrate and transition to new jobs by making them familiar with corporate policies, procedures, culture, and politics by clarifying work-role expectations and responsibilities

Situational Interview

Questions that focus on hypothetical situations, attempts to figure out how applicants would respond in a given situation

Behaviorally Anchored Rating Scale (BARS)

Rates employee gradations in performance according to scales of specific behaviors

_________ is the practice of evaluating financial relationships between accounting numbers (i.e., ROA-return on assets) that are obtained from a company's financial statements to determine an organization's overall financial health.

Ratio analysis

Rafa tends to drift off in her own thoughts during long work meetings and often doesn't hear when key deadlines are announced.

Receiver barrier

Brett was talking to a coworker in a meeting, & he wasn't listening when his supervisor announced work assignments.

Receiver barrier to communication.

_______________ is the process of locating and attracting qualified applicants for jobs open in the organization.

Recruiting

There's something charismatic about Zoe that makes others want to work with her and follow her guidance.

Referent power

theres something charismatic about zoey that makes others want to work with her and follow her guidance

Referent power

________ theory attempts to explain behavior change by suggesting that behavior with positive consequences tends to be repeated while behavior with negative consequences tends not to be repeated.

Reinforcement

Applications, résumés, interviews, and employment tests are all ______ tools.

Selection

Which of the following is NOT a trait of emotional intelligence?

Self-sufficiency

When Liz's manager asked her to get the report done right away, Liz didn't know if that meant w/in an hour or by the end of the week.

Semantic problem.

Asia is not a very confident person. Although she knows her idea would really improve the team's project, she doesn't say anything.

Send barrier

In the communication process, the _____ is the person wanting to share info.

Sender

Sarah emails Joyce to let her know about a job opening. What is Sarah's role in the communication process?

Sender

________ leaders focus on providing increased service to others—meeting the goals of both followers and the organization—rather than to themselves.

Servant

Performance Management

Set of processes and managerial behaviors (1) Define Performance: Set goals and communicate performance expectations (2) Monitor & Evaluate Performance: Measure and evaluate progress and outcomes (3) Review Performance: Deliver feedback and coaching (4) Provide Consequences: Administer values rewards and appropriate punishment

Planning

Setting goals and deciding how to achieve them

Every time Kiersten's phone buzzed during a meeting, she would step out to either take the call or respond to the text.

She was utilizing phubbing.

Which of the following is NOT a characteristic of a successful control system?

Single Approach

___________ is a rigorous statistical analysis process that reduces defects in manufacturing and service-related processes to no more than 3.4 defects per million.

Six Sigma

Empathy and organizational intuition are a part of which emotional intelligence (EI) trait?

Social awareness

When building a new hospital, the developer did not remove any trees, based on the belief that doing so could compromise the ability of future generations to meet their own needs. This is an example of managing for

Sustainable Development

The 4 components of ____ are to make continuous improvement a priority, get every employee involved, listen to & learn from customers & employees, & use accurate standards to ID & eliminate problems.

TQM

1 roadblock that can keep TQM from delivering its intended benefits is the failure to develop a culture of continuous learning.

TRUE

As an executive manager of the international sales division, Tristan examines the product sales reports & decides to take corrective action for negative performance.

Take corrective action.

As the VP of marketing, Widad examines the latest advertising forecasts & determines that no changes are necessary to reach the desired outcome at her org.

Take corrective action.

_____ is the last step in the control process

Taking corrective action if necessary

What is phubbing?

Talking or texting on a cell phone instead of focusing on people who are w/ you.

A ________ could be a collection of five employees who are studying industry pay scales, with the goal of making recommendations for adjusting pay grades within their company.

Team

Message

The info being shared

Message

The info that is shared in the communication process.

Which of the following balanced scorecard perspectives asks the question, "At what must we excel?"

The internal business perspective

Desirable Characteristics of Orientation

The job routine: New employees need to learn what is required in the job The organization's mission and operations: What employees need to know what the organization is about- its purpose, products, operations The organization's work rules and employee benefits

When you become a manager, what should you remember about the behavioral approaches to leadership?

To be an effective leader, behaviors should be selected that match the situation.

Why can it be beneficial for a co to allow employees some use of personal texting on the job?

To improve work-life balance. To relieve stress.

Why do businesses establish a presence on social media platforms?

To increase brand awareness. To interact w/ customers. To increase sales.

As a manager, Micah wants to be copied on any & all work emails his employees send.

Too much control.

According to Maslow's hierarchy of needs, joining a leadership development group is an example of the self-actualization need.

True

An example of innovative change is a department store deciding to adopt a new practice used by competitors by staying open 24 hours a day and requiring employees to work flexible schedules, a change that employees are likely to see as moderately threatening.

True

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

True

Conflict is a perfectly normal state of affairs. True or False?

True

Ricardo is a district manager who oversees several store managers in a national chain of department stores. Ricardo reports directly to the vice president of stores and marketing, a member of top management. Ricardo is a middle manager. True or False?

True

Strategic management is a process in the formulation, implementation, and execution of strategies and strategic goals to advance the purposes of the organization. True or False?

True

The simplest definition of productivity is outputs divided by inputs.

True

YoLanda, an account manager, sets her own work schedule and decides which tasks are priorities that will help meet her goals. YoLanda's job has a high level of autonomy.

True

________ are abstract ideals that guide one's thinking and behavior across all situations.

Values

Charlie complains to a coworker, "Chris has lied to us so many times about how he's going to try to get us a raise that I don't believe a thing he says anymore." Which personal barrier to effective communication does this BEST describe?

Variations in trustworthiness & credibility

Which of the following is most important for the team leader to encourage during the storming stage of group development?

Voicing of disagreements

Fixed budget

Where resources are allocated on a single estimate of costs

A person's characteristic speaking patterns, such as the use of pacing, pausing, questions, and stories, is known as _____. a. a formal message b. a linguistics style c. horizontal communication d. a communication device e. multicommunication

a linguistics sty;e A linguistic style is a person's characteristic speaking patterns, including pacing, pausing, directness, word choice, and use of questions, jokes, stories, apologies, and similar devices.

For a manager, building an effective team requires work, but the payoff is

a stronger, better performing, working unit

After three months of boot camp, the group of new Marines had learned many skills and developed lifelong friendships. The final week of boot camp, called Marine Week, signaled that this group had reached the ________ stage, and would soon be moving onto their next assignments.

adjourning

Although telecommuting represents an attempt to accommodate employee needs and desires, it requires

adjustments and is not for everybody. People who enjoy the social camaraderie of the office setting, for instance, probably won't like it. Others lack the self-motivation needed to work at home.

buffers

administrative changes, that managers can make to reduce the stressors that lead to employee burnout -extra staff -increased freedom -recognition of accomplishments

A self-managed team is a group of workers who are given _________ activities such as planning, scheduling, monitoring, and staffing for their task domain.

administrative oversight of

Current assets, fixed assets, & liabilities are all part of an org's

balance sheet

A(n) __________ is a formal financial projection.

budget

The point of a ____ is to provide a yardstick against which managers can judge how well they are controlling monetary expenditures

budget

What kind of org is most likely to exert too much control?

bureaucratic

Evaluative Style of Listening

challenging the speaker

Safety Needs

concerned with physical safety and emotional security

The communication advantages of social media use by businesses can best be summarized as

connectivity

Referent Power

derived from one's personal attraction power that is the bridge to leadership

As a leader, Ervan mentors new employees, encourages socialization, and worries more about building trust than building profits. Ervan is probably a ________ leader.

employee-centered

An example of a norm of the Millennial or Internet Generation is

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

Which of the following is a career readiness competency desired by employers?

generalized self-efficacy

A(n) ____________ summarizes an organization's financial results (revenues and expenses) over a specified period of time such as a quarter or a year.

income statement

Casual attribution

inferring causes for observed behavior

customer perspective

linking key customer based metrics such as market share and retention to the financial performance of a firm

Appreciative Style of Listening

listening to be amused

Indicates how much personal responsibility you take for your behavior and its consequences.

locus of control

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

moderate-control

A rich medium is more effective w/

nonroutine situations.

Halimax has recently been hired by numerous local governments to handle security at major sporting events. The hiring of Halimax as opposed to using local law enforcement is known as __________.

outsourcing

Anchor Resort & Casino requires that its casino dealers have licenses, observes them using closed-circuit TV, & requires detailed reports at the end of each shift. This org has overcome the control system barrier of

overemphasis on 1 instead of multiple approaches

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

oversimplified A stereotype consists of oversimplified beliefs about a certain group of people.

Hierarchy of needs theory

people are motivated by 5 levels of needs, physiological, safety, love, esteem, and self actualization

A budget is a formal financial __________.

projection

A successful control system is

realistic & positive

In the communication process, the person for whom the message is intended is the

receiver

Legitimate Power

results from managers formal position in the org

The four perspectives supplied by a balanced scorecard are: how do we look to _________, how do our customers see us, what must we excel at, and can we continue to improve and create value?

shareholders

Outsourcing

subcontracting of services and operations to an outside vendor

An income statement

summarizes an org's financial results (revenues & expenses) over a specified period of time, such as a quarter or a year.

Income statement

summarizes an organization's financial results—revenues and expenses—over a specified period of time

Balance Sheet

summarizes an organization's overall financial worth—that is, assets and liabilities—at a specific point in time.

Management By Wandering Around

term used to describe a manager's literally wandering around his work and talking to people across all lines of authority

jargon

terminology specific to a particular profession or group

All of the following are rules for using smartphones except _____. a. during meetings and public performances, shut off the ringer; set the phone on "vibrate" b. don't dial or text while driving c. keep your voice down; no need to SHOUT d. don't force the public to have to listen to your phone conversations e. text during meetings or other conversations

text during meetings or other conversations Five rules for using smartphones include the following: • Keep your voice down; no need to SHOUT. • Don't force the public to have to listen to your phone conversations. • During meetings and public performances, shut off the ringer; set the phone on "vibrate." • Don't text during meetings or other conversations. • Don't dial or text while driving.

medium barrier

the communication channel is blocked

Acquired Needs Theory

the desire to be responsible for other people, to influence their behavior or to control them is the need for power

harvest stage

the end of a business lifecycle, where a company attempts to extract as much money as possible from business activity

Self-Monitoring

the extent to which people are able to observe their own behavior and adapt it to external situations -not easy to do (chameleons vs planets)

Control Cycle

the four stage process that provides the mechanisms and systems to monitor the transformation process, ensuring that outputs are produced to the desired quality, quantity, and specifications of an organization and its customers

Victoria, a shift manager in a shoe factory, directly supervises 40 employees on her shift. The 40 workers who report directly to Victoria represent her

Span of Control

If then statements

a simple and effective way of analyzing cause effect relationships

noise

any disturbance that interferes with the transmission of the message

3. Check

check or observe what happened after the change or during the test.

Indicates the extent to which you tend to be relaxed, secure, unworried, and less likely to experience negative emotions.

emotional stability

Businesses can increase productivity by encouraging managers & employees to use social media to

enhance their individual performance.

instrumentality

expectation that successful performance of the task will lead to the outcome desired- performance-to-reward expectancy

Media richness

how well a particular medium conveys info and promotes learning

5 Sources of Power

legitimate reward coercive expert referent

A rich medium is

more effective with routine situations.

Monitoring performance to ensure that day-to-day goals are being implemented & taking corrective action as needed is known as

operational control

Initiating-Structure Leadership

organizes and defines what employees should be doing to maximize output

Outputs of equity theory

praise, benefits, pay, recognition, bonuses, promotion etc

The right of people not to reveal info about themselves is called

privacy

samantha gets her employees to do their work by offering something valuable in exchange

reward power

Which of the following communication styles do women NOT use as much as men?

talk over others

Inputs of equity theory

time, effort, training, experience, intelligence, creativity, seniority, status etc

RATER Scale

which enables customers to rate the quality of a service along five dimensions— reliability, assurance, tangibles, empathy, and responsiveness (abbreviated RATER)—each on a scale from 1 (for very poor) to 10 (for very good)

Cognitive

"I believe"

Medium

An email, a handwritten notice, or a voicemail.

Media richness.

How well a particular medium conveys info & promotes learning.

self- efficacy

belief in one's ability to do a task

Which of the following is the first step of the control process?

establish standards

reciever

person for whom the message is intended

Using robots to paint products on a 24-hour basis rather than using humans, who require downtime for personal breaks, would result in

reduced cycle time

diversity

represents all the ways people are unlike and alike - the differences and similarities in age, gender, race, religion, ethnicity, sexual orientation, capabilities, and socioeconomic background -differences and similarities

A strategy map helps employees to feel engaged b/c it

shows how their work contributes to org effectiveness.

Which emotional intelligence trait tends to be empathetic?

social awareness

Cell-phone & internet-based tech that generate interactive dialog among members of a network are known as

social media

Recency effect

tendency to remember recent info better than earlier info

medium

the pathway by which the message travels

Crowdsurfing

the practice of obtaining needed services, ideas, or content by soliciting contributions from a large group of people and especially from the online community

*Self-Purpose Team

to meet to solve a special or onetime problem.

Which of the following is most important for the team leader to encourage during the storming stage of group and team development?

voicing of disagreements

"You need to think about how your words might be interpreted before you say thom.

(Defensive communication)

"You're doing a terrible job on this project.

(Defensive communication)

I think it's important for your career that you support this motion when it comes up in today's department meeting ."

(Defensive communication)

I've already tried what you're suggesting , and it doesn't work well

(Defensive communication)

"I feel disappointed in the state of the project report you submitted because it makes our unit appear uninterested in the task

(Indefensive communication)

Your report contained five factual errors related to our product.

(Indefensive communication)

Layoffs

Temporary employment separations; employees may be recalled to work, or the separation may become permanent.

Feedback

The expression of the receiver's reaction to the sender's message.

Which of the following is an attribute of good listeners?

They paraphrase or summarize what the speaker has said.

Physiological Needs

basic human needs (food, clothing, shelter, comfort with self-preservation

Before setting the objectives of L&D, managers should

determine the needs or skill gaps that need to be improved.

2 types of audits

external & internal

A(n) [blank] is a formal verification of an organization's financial accounts and statements made by outside experts who are certified public accountants (CPAs).

external audits

Ratio Analysis

he practice of evaluating financial ratios

Onboarding Programs

help employees to integrate and transition into new jobs by making them familiar with corporate policies, procedures, culture, and politics by clarifying work-role expectations and responsibilities

Press releases & enviorn impact reports are examples of controls in the

info area

outcomes

measurements of the balanced scorecard that monitor past successes

An office park installs security cameras in the parking lot to better ensure the safety of tenants and visitors. This is an example of the [blank] area of control.

physical

An office park installed security cameras in the parking lot to better ensure the safety of tenants & visitors. This is an example of the

physical area of control

Ethnocentrism

the belief that one's native country, culture, language, abilities, or behavior is superior to those of another culture

The medium

the means by which a communicator sends a message.

The two core principles of TQM are

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

Grapevine

unofficial communication system of the informal org, a network of in-person & online gossip & rumor.

Ki is careful not to put certain personalities on the same team. For example, Lauryl and Hamad are both extremely solutions-focused and have little tolerance for pleasantries, chit-chat, or other activities that help group members bond. Ki usually doesnt assign them to the same project teams.

(Effective team processes)

Selena holds a 15-minute informal chat session at the end of each team meeting where all team members are expected to express the things that are bothering them, issues they are having with team members, and so on.

(Feedback)

"How about we work together to figure out the best way to handle similar situations in the future?"

(Indefensive communication)

Selection process

1. Background information 2. Interviewing 3. Employment tests

Of the following, which medium is the least rich?

Flyer on bulletin board

An org's _____ communication channels include official memos, letters, reports, & announcements.

Formal

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

Incremental

Manuel does a great job budgeting financial resources for his group of workers.

Leader

Grace is head of accounting. She evaluates the cost management of divisional inventory by examining the cost per item purchased.

Measure performance.

Xiu is the manager of the finance department. She determines the actual sales revenue by analyzing the # of products sold.

Measures performance.

Trevor loves rules & is extremely focused on making & monitoring them. He seems to be interested in rules not for the sake of the org outcomes they can facilitate, but rather, just b/c he likes them.

Overemphasis on means instead of ends.

Which level of management is typically responsible for strategic control?

Top managers

Variable budget

Where resources are varied in proportion with various levels of activity

Audits

are formal verifications of an organization's financial and operational systems.

When there is a climate of mistrust, employees

are less likely to accept change

lean medium

best for routine and to avoid overloading

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

connectivity The essence of social media is connectivity. If deployed effectively, social media enable businesses to connect with key stakeholders, with various sources of expertise within the organization, and with experts outside the organization.

Total quality management (TQM) is defined as comprehensive approach--led by top management and supported throughout the organization--dedicated to _________, training, and customer satisfaction.

continuous quality improvement

Position Power

controlled by organizational constraints legitimate, reward, and coercive power

Claire, a professor, thinks it's important to look people in the eye when she is speaking with them. She has several students from China this semester and is confused when they talk with her because they always lower their eyes.

eye contact

Which type of communication is highest in media richness? a. telephone b. face-to-face c. videoconference d. report e. newsletter

face-to-face

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

feedback

One violation of privacy is

identity theft, a downside of the digital age.

For his first team meeting, Graham bakes and decorates a beautiful batch of holiday cookies for his teammates. His boss pulls him aside before the meeting starts and tells him that he should think about how this will be perceived; others might think he has too much time on his hands and doesn't spend enough time on his work.

(Behave)

Carter meets individually with each of his team members every quarter to review their performance and progress toward their objectives.

(Collaboration)

Mariana Is your company's head of governmental reporting. It is critical that her reports be submitted on time and accurately, otherwise the company could face stiff penalties.

(Conscientiousness)

Place the four steps of the control process in their typical order.

1) Establish Standards 2) Measure Performance 3) Compare Performance to Standards 4) Take Corrective Action, if Necessary

What are the indicators that make up the balanced scorecard?

1) Internal Processes 2) Innovation and Improvement Activities 3) Customer Satisfaction 4) Financial Measures

Penelope always gives her full attention to the person/people she is speaking w/. Her cell phone can wait until after the convo is over.

Active listening.

Subjective Appraisal

An appraisal that is based on perceptions of traits, behaviors, or results.

Valence

At this time in his life, Mateo would rather have more time off than he would a bonus check, Thu could care less about meeting her goals this quarter because the reward is a $500 Omaha Steaks gift card and Thu is a vegetarian

Most people from Western cultures tend to _____ when conveying bad news or negative feedback.

Avoid eye contact

The chancellor of the uni sent a memo to faculty members to advise them that the governor would be speaking at the uni & to encourage them to attend.

Downward communication.

Most effective sources

Employee referrals, e-recruitment tools (linedin)

Kalisha is part of the sales force. She is friendly and outgoing, and she consistently is your top sales person.

Extroversion

The six areas of organizational control are physical, human, physiological, financial, structural, and cultural.

False

________ involves a binding contractual agreement between a firm and another firm or individual whereby the business name and format have already been developed by the originating firm.

Franchising

The article emphasizes that organizations must invest substantially in __________, which consists of the activities managers perform to plan for, attract, develop, and retain an effective workforce.

Human resource management

Employees value high self-awareness, appreciation of others, and openness to feedback which are characteristics of a ________ leader.

Humble

Which is a physical area of control?

Monitoring the use of the conference room.

Much to the chagrin of established firms, one clear supertrend is that products and services must get to market faster because

More competitors are offering targeted products

Media richness from least to most

Newsletter Text message Phone call Videoconference Face-to-face meeting

Unstructured Interview

No fixed set of questions and no scoring procedure, asking probing questions

Static in a radio transmission, the sound of computer keys tapping, or loud music when you're trying to have a convo, are all examples of _____ in the communication process.

Noise.

Bianca is given specific metrics that her department has to meet.

Objectives

Microlearning (bite-size learning)

Segments learning into bite-size content, enabling a student to master one piece of learning before advancing to anything else

Oswaldo receives several proposals from learning and development content delivery companies and considers each.

Selection

In ________ teams, there is an expectation of increased productivity and quality of work life because employees are delegated greater authority and granted increased autonomy.

Self-managed

Proactive personality

Someone who is more apt to take initiative and persevere to influence the environment

Core Innovations

The optimizing of products or services of existing costumers

What are characteristics of the production-run samples used for statistical process control?

They are chosen randomly. They are taken periodically.

Incentives

To attract high-performing employees and to induce those already employed to be more productive, can be commissions, bonuses, profit-sharing plans, and stock options

Studies have shown that informal groups enhance innovation and productivity.

True

What is typically specified in a social media policy for a business?

When employees are allowed to use social media. What consequences will be imposed on employees who fail to comply. Who is allowed to participate in social media at work.

PDCA Cycle

a plan-do-check-act cycle using observed data for continuous improvement of operations

Communication has been said to be

a process consisting of "a sender transmitting a message through media to a receiver who responds."

Cause effect relationships

a set of quantitative and qualitative measurements that are related and mutually reinforcing

A goal is...

a specific commitment to achieve a measurable result within a stated period of time.

burnout

a state of emotional, mental, and even physical exhaustion

Mr. Gonzalez, the sales manager, told his sales team that he wanted them to write down their work goals for the year. To help his team achieve their stated goals, the next thing that he should ask for are each team member's...

action plan.

Fixed assets

assets not easily converted to cash, such as property, buildings, & equipment

The __________ gives top management a fast but comprehensive view of the organization via four indicators: customer satisfaction; internal processes; innovation and improvement activities; and financial measures.

balance scorecard

Financial Perspective

choosing the financial measurements that are most important for reaching strategic goals

Which of the following is NOT 1 of the 7 challenges a manager must deal w / in the 21st century?

economic stagnation

The perspective in the balanced scorecard approach that is concerned w/ the shareholders' view of org performance, such as market share, revenue growth, & stock price, is known as the

financial perspective

Halo effect

forming an impression of an individual based on a single trait "that tells me all i need to know"

After managers have compared employee performance to organizational standards, they must evaluate the results and initiate corrective action. This exemplifies the ________ step of the organizational control process.

fourth

Which of the following is not one of the three types of formal communication? a. grapevine b. horizontal c. vertical (downward) d. external e. vertical (upward)

grapevine The grapevine is an informal and unofficial communication channel.

Gossip and rumor in an organization are part of the _____, which itself is a type of ______ communication channel.

grapevine; informal

The tow core principles of TQM are people orientation and [blank] orientation.

improvement

Verification of a firm's financial and statements by the organization's own professional staff is a(n)

internal audit

The four main __________ are planning, organizing, leading, and controlling.

management functions

fundamental attribution bias

people attribute another persons behavior to his or her personal characteristics rather than to situational factors

Organizational committment

reflects the extent to which an employee identifies with an organization and is committed to its goals -mothers with children -strong correlation between org commitment and job satisfaction

Behavior

the actions and decisions of individual employees

Empathetic Style of Listening

tuning into the speaker's emotions

Counterproductive Work Behaviors

types of behavior that harm employees and the organization as a whole -absenteeism and tardiness, drug and alcohol abuse, sabotage, sexual harassment, white-collar crime

Using 360-degree feedback appraisals makes it more difficult for managers to

unfairly favor or punish particular employees

Rashan is the director of your advertising department . Your company creates all of its own ads for your products. It is up to Rashan to conceive of creative and imaginative ad ideas.

(Openness to experience)

Javier hires team members that represent the wide array of diversity in his company's customer base.

(Team composition)

Xiuying is the head of security. It is important that she keep her cool during very tense situations, otherwise your employees and your company could face serious consequences.

(emotional stability)

Firms prefer to manufacture in a country that has ________ because it signals a greater opportunity to export products to more markets.

Trade Surplus

sender

person wanting to share information- called a message

Organizational Citizenship Behaviors

those employee behaviors that are not directly part of employees' job descriptions - that exceed their work-role requirements -suggestions for improvement, training new people, respect for spirit, housekeeping rules, care for property, attendance beyond standards

Personal power

used to help oneself expert and referent power

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

videoconferencing Videoconferencing, also known as teleconferencing, uses video and audio links along with computers to allow people in different locations to see, hear, and talk with one another.

Strategy map

visual representation of the four perspectives of the balanced scorecard that enables managers to communicate their goals so that everyone in the company can understand how their jobs are linked to the overall objectives of the organization

The Balanced Scorecard

which gives top managers a fast but comprehensive view of the organization via four indicators: (1) customer satisfaction, (2) internal processes, (3) innovation and improvement activities, and (4) financial measures.

The challenges faced by Rainbarrel are exclusively related to the performance management system that Hiram has instituted. True or False?

False

What type of communication flows w/in & among work units, most often for the purpose of coordination?

Horizontal

Andre is great at taking plans and putting them into action with his staff

Manager

In general, job satisfaction today is at an impressively high 89 percent.

True

The goal-setting theory suggests that employees can be motivated by goals that are specific and challenging, but achievable.

True

The idea of giving the monkey back to its rightful owner resulted in a paradigm shift, as managers felt they were allowed to empower their subordinates. True or False

True

The simplest definition of productivity is outputs divided by inputs. True or False?

True

Trait Approaches to Leadership

attempt to identify distinctive characteristics that account for the effectiveness of leaders

Traditional form of budgeting that is currently the most commonly used approach is

incremental budgeting

your parents are leaving town for two months. you are in college and mature , and they are confident in your ability to run the family business in their absence.

stewardship

Multi communication

the use of technology to participate in several interactions at the same time

grapevine

unofficial communication system of the informal organization

From the case, The Forgotten Group Member, who is Christine Spencer?

Team Leader

since service industries do not produce a tangible product, often customer satisfaction may be a matter of

perception

correspond with the correct level of media richness, starting with high media richness (best for nonroutine, ambiguous situations) to low media richness (best for routine, clear situations).

1. Fran is a confident and assertive person. When she has something to say, she prefers to say it in person. 2. Blu is tech savvy and likes to work efficiently. Instead of trying to get everyone in the office together for meetings, he prefers to set up video conferences. 3. Zach is constantly taking calls on his smartphone. 4. Larissa likes to send a hand-written thank you note when she receives a corporate gift 5. Raja sends an annual newsletter to his family and friends each holiday season to tell them what he and his spouse and kids have been up to all year.

Perception process

1. Selective attention (did I do something?) 2. Interpretation & evaluation (What was it I noticed & what does it mean?) 3. Storing in memory (Remember it as an event, concept, person or all three?) 4. Retrieving from memory to make judgments & decisions (What do I recall about that?)

Rank the four steps of the control process from first (at the top) to last (at the bottom).

1.Establish standards 2.Measure performance 3.Compare performance to standards 4.Take corrective action, if necessary

Extinction

An employee arrives to work 10 minutes early every day in order to get organized and be ready to go for the day. Everyone else at the office always arrives 15 minutes late and no one notices or cares that the employee arrives early every day. The employee decides to stop arriving early.

Five Listening Styles

Appreciative Empathetic Comprehensive Discerning Evaluative

Why is it important to control the supply change?

As a major cost center, it is important to pay attention to the sourcing, shipping, & warehousing.

How important is the end of a speech?

As important as the intro.

Which techniques will lead to more effective listening?

Ask ?s to make sure you understand. Use nonverbal cues to demonstrate interest.

To reduce anxiety about making an oral presentation, what should the speaker do before the event begins?

Arrive early & make sure the necessary equipment is in place & working. Ask who else will be speaking. Learn how much time has been scheduled for the presentation.

Absenteeism and Turnover

A lot of no-show could be because of job dissatisfaction and can lead to turnover -Turnover: when employees leave jobs

Benefits (Fringe Benefits)

Additional nonmonetary forms of compensation designed to enrich the lives of all employees in the organization, what are paid all or in part by the organization. (Health insurance, dental insurance, life insurance, disability protections, retirement plans, holidays off, accumulated sick days and vacation days, recreation options, country club or health club memberships, family leave, discounts on merchandise, counseling, credit unions, legal advice, and education reimbursement)

4. Act

Act on lessons learned, after study of results. Determine if predictions can be made as basis for new methods.

After a long session of studying for final exams, you turn to your best friends to tell them things you've learned, & they give you their full attention. Which type of listening style does this demonstrate?

Active

Elijah participates wholeheartedly in discussions. He is interested, inquisitive, makes eye contact, & physically leans toward the person he is speaking w/.

Active listening.

Internal recruiting

Advantage: Increases employee loyalty, effort, less costly, decreased risk Disadvantage: Limited fresh talent, promotions based on how long with company, creates vacancy in organization

Ronald is a counselor in your company's employee assistance program (EAP). His job is to listen to employees who are having difficulties in their job or personal lives and help them work through them.

Agreeableness

Ronald is a counselor in your company's employee assistance program. His job is to listen to employees who are having difficulties in their job or personal lives and help them work through them.

Agreeableness

Forced ranking performance review systems

All employees within a business unit are ranked against one another and grades are distributed along some sort of bell curve

Which of the following is an example of the financial area of control?

An assessment of money owed to suppliers

Luke gave some people street directions, but b/c they only nodded their heads & didn't repeat the directions back to him, he doesn't really know whether the directions were understood. Why?

B/c they did not respond, there may have been a feedback barrier.

What resources can job candidates find at online employment recruiting sites?

Background material for researching cos. Links to co blogs & videos. Available job openings.

jiro often uses threats to get his staff to achieve desired results

Coercive power

Mary supervises the QC department. She compares the actual # of returned products to the desired # of returned products.

Compare performance to standard.

In order to make a decision that will affect your entire team, you discuss the options with several of your team members and seek their input and advice.

Consultation

[blank] improvement is defined as ongoing small, incremental improvements in all parts of an organization.

Continuous

_______ is defined as monitoring performance, comparing it with goals, and taking corrective action as needed.

Control

________ is defined as monitoring performance, comparing it with goals, and taking corrective action as needed.

Control

Which of the following is NOT a reason why control is needed?

Control allows one to maintain authority over employees.

Kyle, an American citizen, is giving a presentation in the Middle East. The audience is not laughing at his jokes, & people are even scowling at some of his hand gestures. What is most likely causing Kyle's distress?

Cultural differences

_____ communication typically involves hostility, anger, or passivity, whereas _____ communication is assertive & direct.

Defensive; nondefensive.

Conscientiousness

Dependable, responsible, achievement-oriented, Persistent

Job specification

Describes the minimum qualifications a person must have to perform a job successfully

Feedback

Describes when the receiver expresses his or her reaction to the sender's message.

Job analysis

Determining the basic elements of a job by observation and analysis

Sara isn't tech savvy. She doesn't understand what her co-workers are referring to when they refer to tweeting or sending snapchats, and she doesn't ask them for clarification.

Decoding barrier

What type of org communication flows from a higher level to a lower level, such as a manager communicating w/ subordinates?

Downward

The VP of finance at Capital City College disseminated a new five-year strategic plan to deans & department chairs.

Downward communication.

From the article, How to Preempt Team Conflict, the best way to handle conflict is to respond to clashes when they arise or wait until there is clear evidence of a problem before addressing it. True or False?

False

Xiuying is the head of security. It is important that she keep her cool during very tense situations, otherwise your employees and your company could face serious consequences.

Emotional stability

Warrane is from the French part of Quebec & speaks English as a 2nd language. He sometimes struggles w/ how to properly phrase things.

Encoding barrier

Warrane is from the French part of Quebec and speaks English as a second language. He sometimes struggles with how to properly phrase things.

Encoding barrier

Keys to managerial success

Encourage self-discovery & be realistic. Fine-tune your people skills. Learn how to develop leadership skills. Treat people as if they matter, b/c they do.

HRM Process

Establish mission & vision, establish the grand strategy, formulate the strategic plans, plan human resources needed, recruit & select people, orient/train/develop, perform appraisals (gets optimal work performance to help realize company's mission & vision)

Tahir manages the production department. He determines the # of products to be manufactured monthly & quarterly.

Establish standards

Which elements often become cross-cultural barriers to communication?

Ethnocentrism Nonverbal gestures Religious beliefs

Which of the following may be done as a corrective action in the control process?

Evaluate performance & take action.

Jere reviews customer satisfaction data to determine if her employees are doing better in that area.

Evaluation

_______ is the process by which a company determines if the intervention made a positive or negative difference.

Evaluation

Everyone voted for Julian to lead the team because of his extensive knowledge of the processes they would be using to complete their upcoming project.

Expert power

Filipino shrimpers practice dumping by selling their catch to U.S. customers at a price that is higher than the price of shrimp caught in the United States. True or False

False

Claire, a professor, thinks it's important to look people in the eye when she is speaking w/ them. She has several students from China this semester & is confused when they talk w/ her b/c they always lower their eyes.

Eye contact

The "rules" for eye contact are the same across all cultures.

FALSE

The # of e-mail users worldwide has peaked & begun to decline.

FALSE

The quality-control procedures outline in ISO 9000 certification are based on the honor system that the co w/ the certification will carry out procedures as promised.

FALSE

Effective listening is an innate skill, it cannot be learned.

FALSE.

Social media rarely reduces productivity in the workplace.

FALSE.

The classic advise by Dale Carnegie for public speaking is to say what you have to say only once.

FALSE.

The sun was shining directly into Luca's eyes, so he looked away & missed the coach's demonstration of a defensive technique. In this case, the sun acts as feedback in the communication process.

FALSE.

The use of email has peaked & it is expected that the # of emails users worldwide will continue to steadily decrease.

FALSE.

When a supervisor is afraid to voice an idea b/c she or he fears criticism, the result is a receiver barrier.

FALSE.

You love having your colleague Quinton in meetings b/c he is a great source of entertainment. For example, when coworkers are arguing over something silly or holding up the meeting's progress, he rolls his eyes dramatically.

Facial expressions.

Yasuf works as a certified nursing assistant (CNA) for his county's human development center. Because the center needs multiple CNAs working at all times, Yasuf frequently earns overtime pay by working more than 40 hours in a week. Overtime protections were established by the

Fair Labor Standards Act

Promotion: Moving Upward

Fairness (Step upward must be deserved), nondiscrimination (Cannot discriminate on basis of race, ethnicity, gender, age, ability), others' resentments (Counsel people left behind about their performance)

A joint venture allows companies to pay a fee plus a percentage of the profits in return for using a company's name and assistance with management, marketing, and the training of managers and nonmanagement employees.

False

For Amanda's annual performance appraisal, her supervisor solicited feedback from three of Amanda's coworkers, the manager of the customer-service department, several of Amanda's clients, and even a few employees in other departments with whom she worked recently. Amanda's performance appraisal is an example of a forced ranking system.

False, In the 360-degree assessment, or 360-degree feedback appraisal, employees are appraised not only by their managerial superiors but also by peers, subordinates, and sometimes clients, thus providing several perspectives.

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

False, Instead they set standards

The IT network that allows for the movement of organizational information within that company is known as the organizational structure.

False, Organizational structure is a formal system of task and reporting relationships that coordinate and motivates an organization's members so that they can work together to achieve the organization's goals.

When individuals or groups are in the process of purchasing a company, this action is known as being a stakeholder. True or False?

False, Stakeholders are the people whose interests are affected by an organization's activities.

Claire's Catering is providing food for a major social event next Saturday. Because Claire's does not have enough employees to fully staff the event, the manager should implement talent management to recruit enough workers for the event.

False, Talent management is less about meeting short-term staffing needs and more about cultivating multiple, diverse talent pipelines that enable firms to plan for how they will continue to generate value and respond to changing markets over the long term.

When you grandstand and boast about your greatness, you are promoting yourself. True or False?

False, The goal of self-promotion is to inform others about your value and potential impact on organizational goals.

Trust in the workplace is based on authority and control. True or False

False, Trust is based on credibility—how believable you are based on your past acts of integrity and follow-through on your promises.

External stakeholders include employees, owners, and the board of director, if there is a board. True or False?

False. INTERNAL

Aaron's boss gave him instructions on how to use the new digital sales platform. Aaron didn't ask any ?s so his boss assumed that Aaron understood. He was disappointed when he had to spend an hour correcting Aaron's mistakes the following day b/c he hadn't followed many of the instructions.

Feedback barrier

Aaron's boss gave him instructions on how to use the new digital sales platform. Aaron didn't ask any questions so his boss assumed that Aaron understood. He was disappointed when he had to spend an hour correcting Aaron's mistakes the following day because he hadn't followed many of the instructions.

Feedback barrier

Before asking you to take on a particularly difficult and thankless assignment, your boss spends a few minutes praising all of your recent successes at work.

Ingratiating tactics

Profit-sharing plans, commissions, bonuses, and stock options are examples of

Incentives

What are guidelines for creating a strong conclusion to a speech?

Include a call to action, a quotation, or a story at the very end. Signal the audience that the speech is about to end. Summarize the main points of the speech.

According to your text, which of the following is will hinder foreign competition?

Increased use of Tarrifs and embargoes

Budget-planning approaches include zero-based budgeting (ZBB), the Planning Program Budgeting System, and [blank] budgeting.

Incremental

Historically, what are 3 budget-planning approaches that managers have used?

Incremental budgeting The planning programming budgeting system. Zero based budgeting

True concerning the management of individual productivity:

Individuals contribute to their productivity by applying their energy & motivation to work daily. Orgs contribute to individual productivity through the work environ they create. Managers contribute to individual productivity through their behavior.

Which of the following is NOT a characteristic of a successful control system?

Inflexible to optimize control.

Michael regularly has to talk to the press to report on events taking place at his co.

Info control.

What are some of the main causes of poor listening in modern times?

Info overload Cell phones Mindlessness

Winton is a 25-year-old male employee of African American descent, Brooke is a female employee who, at 67 years old, is getting ready to retire

Internal dimensions

Transformational Innovations

Invention of breakthrough products or services and that are aimed at creating brand new markets and customers

Nondisparagement agreement

Is a contract between two parties that prohibits one party from criticizing the other; it is often used in severance agreements to prohibit former employees from criticizing their former employers

Why is cyber loafing bad for business?

It causes employees to waste time instead of doing their jobs. It uses up bandwidth. It exposes the co to computer viruses.

How does having a social media policy benefit a business

It helps prevent employees from posting inappropriate online comments that damage the co's reputation.

King Power & Light has a goal of reducing its electric costs by installing solar panels on all of its building & supporting an increase of solar farms in the area. This will help to not only reduce co costs but also the costs passed down to its consumers. How would you describe King Power & Light's control system?

It is strategic & results oriented

Which of the following is an example of a physical barrier to communication?

Jonathan & his team members are located in diff time zones around the world, making it difficult to schedule video conferences together.

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

Keep it simple; use short words, sentences, and phrases Keeping your words simple and using short words, sentences, and phrases help your efforts to be an effective writer.

Which of the following is a good tip for being an effective writer?

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

Supportive, value-based, and work facilitation are examples of the ________ element in House's revised path-goal leadership model.

Leader Behaviors

Much to the chagrin of established firms, one clear supertrend is that products and services must get to market faster because

More competitors are offering targeted products. Many of the big, established companies are experiencing a "head slap" moment because the start-ups that didn't concern them five years ago are now coming out in a "bee swarm." They seem to have come out of nowhere, and they seem to be moving fast with no resources. And they seem not to be weighed down by the baggage of their own success, like bigger firms are. Some of these competitors may be in and out of a market in a matter of days or months—like pop-up stores, "here today, gone tomorrow" retailers.

Leading

Motivating people to achieve organizational goals

________ is the set of psychological processes that arouse and direct goal-directed behavior.

Motivation

All components of a home are prefabricated and shipped in the same package for construction on site.

New-direction process innovation

NASA invents flying cars.

New-direction product innovation

Anything that delays or obstructs any stage of the communication process is referred to, in general, as

Noise.

What type of communication consists of messages sent outside of the written or spoken word?

Nonverbal

NOT a personal barrier to communication.

Obsolete tech

Different Types of Learning and Development

On-the-job learning (coaching, training, job rotation, planned activities), Off-the-job learning (programs, workbooks, videos, games)

________ programs help employees integrate and transition to a new job.

Onboarding

Yoshiko is outgoing and fun-loving. Her coworkers like to be around her because she always looks on the bright side of life and brings levity to her work situation, Santino is very quiet and shy. He doesn't speak up much at meetings and prefers to keep to himself.

Personality

Except in unusual circumstances, which employees are usually NOT allowed to text at work

Sales associates Customer service reps Cashiers

According to Dale Carnegie, what are the three rules of an effective speech?

Say it. Tell them what you are going to say. Tell them what you said.

Dionne has been very careful to work with her team to finalize next year's goals. She has taken the process seriously and now wants to make sure that others do their part. She is insisting that all employees follow instructions fully and completely. How would you describe the management function that Dionne is now engaging in?

She is in the controlling function because she is concerned with seeing that the right things happen at the right time.

Wilma leads a task force charged with restructuring the order-processing system in the organization. The task force is composed of her peers over whom she has little control, and some of whom do not seem to respect her. According to the contingency model, Wilma should adopt a(n) ________ leadership style.

Task-oriented

__________ meet to solve a special or one-time problem and then disbands after the problem is solved.

Special-purpose teams

What techniques are recommended for effective business writing?

State what you expect of your reader. Use simple words, phrases, & sentences.

Alexus knew the man she just interviewed for her department would be a good employee with a good work ethic—he got along well with everyone, the interview went well, plus he went to her alma mater!

Stereotyping

The level of control in which top management monitor performance to ensure that plans are being implemented and take necessary corrective action is known as [blank].

Strategic Control

The essence of ________ is that organizational culture, structure, and HR practices must align to achieve the company's strategies.

Strategic human resource management

Job description

Summarizes what the holder of the job does and how and why he does it

In the service industry, customer satisfaction is often based on perception.

TRUE

Incremental budgeting allocates increased or decreased funds to a department by using the last budget period as a reference point; only incremental changes in the budget request are reviewed.

TRUE

Men tend to withdraw & isolate themselves when problem solving, whereas women seek out others for support.

TRUE

True or False: In the service industry, customer satisfaction is often based on perception.

TRUE

________ involves monitoring performance to ensure that plans are at the divisional or departmental level are being implemented and that corrective action is taken as needed.

Tactical control

A technician who is responsible for keeping an airport's control tower's electronic equipment in working order has higher ________ than a person welcoming you at a hotel.

Task significance

Your followers don't see the need to have you leading them on the current project. In addition, each person on the team is advocating for a different "best way" to achieve the team's goals. Your current position doesn't include very much formal authority that would allow you to direct team members' behaviors.

Task-Motivated leadership

Your subordinates are thankful to have you as their leader and their job roles are clearly defined and understood. You also have complete authority to evaluate their performance and to reward and/or punish them.

Task-Motivated leadership

Why is it important to focus a speech on a few key points?

That is probably all the audience will remember.

Resistance to organizational change is considered to be the interaction of three causes: employee characteristics, change agent characteristics, and

The Change agent-employee relationship

Which of the following balanced scorecard perspective asks the question, "How do customers see us?"

The Customer Perspective

Resistance to organizational change is considered to be the interaction of three causes: employee characteristics, change agent characteristics, and

The change-agent employee relationship

What conditions must be present before a co's social media strategy will succeed?

The co's customers must have social media skills. The co must dedicate resources to the effort. The co's personnel must be competent in using tech.

Learned Helplessness

The debilitating lack of faith in one's ability to control one's enviornement -assign jobs accordingly (give challenging and rewarding tasks) -Develop self-efficacy (can be nurtured to improve)

Key inhibitors to implementing TQM successfully:

The failure to provide evidence supporting previous improvement activities. The inability to develop a culture of quality.

Dontrell and Ebony are expecting their first child this week, but Dontrell has an important meeting at corporate headquarters. To attend this meeting, Dontrell must take the train from Seattle to Vancouver, a trip that takes about four hours. While in Vancouver, Dontrell checks his phone each hour for updates and, as soon as Ebony goes into labor, he will able to return home to Seattle by airplane in less than two hours. Which important development allowed Dontrell to attend the birth of his first child?

The rise of the global village

Willow, the youngest owner of a family-owned restaurant, wants to make sure her company's culture is embedded. In a recent tradeshow workshop, she learned that she can do this by having company rites and rituals, continuing to tell stories about company legends, and being a role model to her employees.

True, Embedding organizational culture is essentially a teaching process—that is, a process in which members instruct each other about the organization's preferred values, beliefs, expectations, and behaviors. The process is accomplished by using one or more of 12 mechanisms.

A corporate culture is defined as the set of shared, taken-for-granted implicit assumptions that a group holds and that determines how it perceives, thinks about, and reacts to its various environments.

True, Organizational culture, sometimes called corporate culture, is defined as the set of shared, taken-for-granted implicit assumptions that a group holds and that determines how it perceives, thinks about, and reacts to its various environments.

Over 80% of workers feel their companies could do better to integrate and transition employees into new jobs by making them familiar with corporate policies, procedures, cultures, and politics by clarifying work-role expectations and responsibilities.

True, Unfortunately, only about 12% of workers surveyed in a recent study strongly agreed that their organizations were doing a great job onboarding new employees.

Agreeableness

Trusting, good-natured, cooperative, soft-hearted

Which of the following statements concerning U.S. productivity between the 1960s and 1995 is accurate?

U.S. productivity decreased over this period

If you are able to empathize, you can _____ another person's feelings & thoughts.

Understand

Which of the following best describes the cultural area of control?

Using organizational norms to influence performance

Cyberloafing

Using the Internet at work for personal use.

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

Valence

What type of communication flows upward & downward w/in the hierarchy of an org?

Vertical

A manager sends a memo to notify his department of a new company policy. This is

Vertical communication

The HUR department recently sent an email blast regarding an update to the co's healthcare policy.

Vertical communication.

You recently met w/ your supervisor to ask for more resources to help you complete your current project.

Vertical communication.

Which statement about public speaking is true?

W/ practice, everyone has the ability to become a skillful public speaker.

Gender influences communication

Women tend to provide more info than is needed. Men are less likely to admit when they feel uncertain.

Which strategies are recommended for writing e-mail message & reports more effectively?

Write simply. Start w/ your purpose. Know your audience.

B/c emails & texting have replaced the telephone in much business communication, _____ has become an increasingly important management skill.

Writing

In American culture, which of the following behaviors demonstrate poor nonverbal communication skills?

Yawning excessively. Looking away from the speaker Playing w/ your hair.

___________ budgeting is when you start over at each budget period to force each department to start from scratch and project their funding needs for the budget period.

Zero-based

Total Quality Management

a comprehensive approach—led by top management and supported throughout the organization—dedicated to continuous quality improvement, training, and customer satisfaction. 1. Make continuous improvement a priority. 2. Get every employee involved. 3. Listen to and learn from customers and employees. 4. Use accurate standards to identify and eliminate problems.

Which of the following is an example of downward communication?

a manager's feedback about a subordinate's performance

balanced scorecard

a method created to help businesses translate strategy into action by identifying the most critical measures to drive business success and linking long term strategic goals with short term operations actions: It uses four perspectives

The costs required to produce the goods or services of the organization are known as [blank].

expenses

Incremental budgeting

allocates increased or decreased funds to a department by using the last budget period as a reference point; only incremental changes in the budget request are reviewed.

Tyrone was recently promoted to manager. Although he used to take advice from his peers, he seems no longer willing to listen to any input from them or his boss, and is determined to run the project how he thinks best. This is an example of which personal barrier to communication? a. a tendency to judge others' messages b. an oversized ego c. variable skills in communicating effectively d. an inability to listen with understanding e. variation in interpreting information

an oversized ego Our egos, like our pride, our self-esteem, and even arrogance, are a personal barrier to communication. Egos can cause political battles, turf wars, and the passionate pursuit of power, credit, and resources.

What should a meeting participant NOT do?

ask "why" questions

ERG theory

assumes that three basic needs influence behavior--existence relatedness, and growth (E- Existence Needs desire for physiological and material well-being---Alderfer R- Relatedness Needs desire to have meaningful relationships with people who are significant to us G- Growth Needs desire to grow as a human being and to use our abilities to their fullest potential)

Implicit Bias

attitudes or beliefs that affect our understanding, actions, and decisions in an unconscious manner "i really dont think im biased, but i just have feelings about some people 85% of people consider themselves unprejudiced

Kimberli manages employees at Mountaintop Ski Resorts. She has noticed that 1 of her employees submits via the computer system the same suggestions for continuous improvement multiple times, knowing that performance is evaluated on the # of suggestions only. This problem is typical of

bureaucratic control

Static over an airline intercom system that causes you to miss your flight is an example of a(n) _____ to communication

barrier

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

be direct when telling others what to do According to the text, women are more indirect than men when telling others what to do.

expectancy

belief that a particular level of effort will lead to a particular level of performance--effort-to-performance expectancy

In using reinforcement, a manager should

clearly communicate the desired behavior

The second principle of Deming management is [blank].

companies should aim at improving the system, not blaming the workers.

Gamma Manufacturing employs some of the top professionals in its field, and because of their skills and experience, Gamma is highly efficient and outperforms its competitors. Gamma Manufacturing has a(n) ____ over its competition.

competitive advantage

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

complex to general Three general strategies for laying out your ideas in writing include (1) most important to least important—this is a good strategy when the action you want your reader to take is logical and not highly political; (2) least controversial to most controversial—this builds support gradually and is best used when the decision is controversial or your reader is attached to a particular solution other than the one you're proposing; (3) negative to positive—this strategy establishes a common ground with your reader and puts the positive argument last, which makes it stronger. In addition, you should start your writing by telling your purpose and what you expect of the reader.

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

contingency

The focus of total quality management (TQM) is [blank], training, and customer satisfaction.

continuous quality improvement

When Jensen asked his boss, "How many books do we want to sell by November?" He was trying to establish a(n)

control standard

Roberta, a customer service manager, tracks monthly complaints & has been trying over the past 6 months to reduce complaints to <0.2% through additional training for her staff. She is engaged in

controlling.

Contingency Leadership Model

determines if a leaders style is task oriented or relationship oriented and if that style is effective for the situation at hand

Active listening is the process of

decoding & interpreting verbal messages

The increasing diversity of the American workforce, and the fact that people aged 18-34 are more likely to be living with their parents than with a spouse or partner, are both examples of a(n) ______ force for change.

demographic

Which of the following is not appropriate to include in the conclusion of a speech? a. "Thank you" b. a call to action c. a little upbeat story or a quotation d. a signal phrase to cue listeners about the wind-up e. details you forgot from earlier

details you forgot from earlier In the conclusion, you should use some sort of signal phrase that cues your listeners that you are heading into your wind-up. Give some thought to the last thing you will say. It should be strongly upbeat, a call to action, a thought for the day, a little story, a quotation. Then say "Thank you" and stop talking.

Lee worked on a global team for an American company, and all her work had to be completed in her second language, English. Sometimes her teammates misinterpreted her meaning. This is an example of a(n) ______ barrier to communication. a. decoding b. sender c. receiver d. feedback e. encoding

encoding An encoding barrier is one in which the message is not expressed correctly. Example: If your vocabulary is lacking or English is not your first language, you may have difficulty expressing to a supervisor, coworker, or employee what it is you mean to say.

When one department store authorized thousands of its sales clerks to handle functions normally reserved for store managers, such as handling merchandise-return problems and approving customers' checks, the store implemented a job ________ technique.

enrichment

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

establish standards

Victor Vroom

expectancy theory suggests that people are motivated by 2 things: how much the want something, how likely they think they are going to get it

People high in ________ are responsive to others' social and interpersonal cues.

external locus of control

At the end of the fiscal year, Thompson Investments releases an earnings report to clients. Thompson Investments is communicating

externally

At the end of the fiscal year, Dilinger Investments releases an earnings report to clients. This is an example of communicating _____. a. horizontally b. upward c. vertically d. downward e. externally

externally External communication flows between people inside and outside the organization. These are other stakeholders: customers, suppliers, shareholders or other owners, and so on.

A summary of some aspect of an org's financial status such as a balance sheet & an income statement is a

financial statement

Transactional Leadership

focus on clarifying employees' roles and task requirements and providing rewards and punishments contingent on performance

Feedback

focuses on collecting performance information after a task or project is complete

Concurrent

focuses on collecting performance information in real time

Equity Theory

focuses on employee perceptions as to how fairly they think they are being treated compared to others---J. Stacey Adams. Based on the idea that employees are motivated to see fairness in the rewards

Business Process perspective

focuses on measurements that will improve a company's ability to serve and deliver value propositions to its customers

Feedforward

focuses on preventing future problems

Holistic wellness program

focuses on self-responsibility, nutritional awareness, relaxation techniques, physical fitness, and environmental awareness

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

hold a face-to-face meeting This is a nonroutine, unusual event that requires the richest type of communication such as a face-to-face meeting.

Alexis sends a text message to her coworker, asking her to verify the time of a meeting w/ a client. This is

horizontal communication.

Learning and Growth Perspective

identifies the infrastructure and skills needed to carry out business processes, interact with customers and achieve long-term financial growth; it also help to identify gaps in capabilities or resources

Which of the following statements is not true about communication in the workplace? a. Improving communication can save time, but not money. b. The equivalent of seven workweeks of lost productivity a year is wasted because of poor communication between staff and managers. c. Communication is the most important factor in advancing careers. d. The process involves sender, message, and receiver; encoding and decoding; the medium; feedback; and dealing with "noise," or interference. e. Fourteen percent of each 40-hour workweek is wasted because of poor communication between staff and managers.

improving communication can save time, but not money Communication is the most important factor in advancing careers. Fourteen percent of each 40-hour workweek is wasted because of poor communication between staff and managers, which is the equivalent of seven workweeks of lost productivity a year. Better communication saves money and wastes time.

Dashboard

in business management is a display of info, such as sales, orders, & costs, in easy-to-read graphics.

Employee assistance programs (EAPs)

include a host of programs aimed at helping employees to cope with stress, burnout, substance abuse, health-related problems, family and marital issues, and any general problem that negatively influences job performance

External Dimensions of Diversity

include an element of choice; they consist of the personal characteristics that people acquire, discard, or modify throughout their lives -educational background -marital status -income -religion -personal habits

External communication flows between people inside and outside the organization,

including stakeholders such as customers, suppliers, shareholders, or other owners, and so on.

locus of control

indicated how much peiple believe they control their own fate through their own efforts (internal: you control your destiny) (external: you believe external forces control you)

medium richness

indicated how well a particular medium conveys information and promotes learning

What type of communication channels do NOT follow the chain of command & develop outside the formal structure of the org?

informal

Which of the following is NOT a supertrend shaping the future of business?

information becoming a competitive advantage

2 Task Oriented Behaviors

initiating-structure leadership transactional leadership

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

innovation and learning perspective

Productivity is defined by the formula of outputs divided by [blank] for a specified period of time.

inputs

Coercive Power

managers authority to punish their subordinates

Omar works diligently to accomplish the company goals in an efficient and effective manner, utilizing his employees through planning, organizing, leading, and controlling company resources. Omar is

managing.

The telephone you use to speak to another person is an example of which part of the communication process?

medium

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

medium The means by which you as a communicator send a message is important, whether it is by an e-mail traveling over the Internet, by voice over a telephone line, or by a hand-scrawled note. This is the medium, the pathway by which a message travels.

In managing virtual workers, a manager should

meet regularly, face-to-face

Revised path-goal theory indicates to managers that they must consider

modifying their leadership style to fit employee and task characteristics

The more management levels through which a message passes, the _____. a. higher the chance the message will become external b. more informal the organization c. more distorted the message may become d. more important the message is e. more disorganized the organization

more distorted the message may become The more management levels through which a message passes, the more it is prone to distortion.

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

multicommunicating Multicommunicating represents "the use of technology to participate in several interactions at the same time," in one explanation. Examples would be answering e-mail messages during a lecture and texting during a dinner conversation or while participating in a group conference call.

If you want your writing to establish a common ground with the reader and make your overall argument stronger, you should order your arguments from _____. a. positive to negative b. most important to least important c. least controversial to most controversial d. least important to most important e. negative to positive

negative to positive Ordering arguments from negative to positive is a strategy that establishes a common ground with your reader and puts the positive argument last, which makes it stronger.

Eye contact, facial expressions, & body movements, & gestures are forms of

nonverbal communication

Although ______ are typically unwritten and seldom discussed openly, they have a powerful influence on group and organizational behavior.

norms

Although ________ are typically unwritten and seldom discussed openly, they have a powerful influence on group and organizational behavior.

norms

The four most frequent barriers to effective measurement are _________: managers put too much trust in informal feedback systems; employees resist new measurement systems; and companies focus too much on measuring activities instead of results.

objectives are unclear

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

obsolete technology Personal barriers are individual attributes that hinder communication. Technology is not a barrier of this type.

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

one-fourth The average speaker communicates 125 words per minute, while we can process 500 words per minute. Poor listeners use this information-processing gap to daydream. They think about other things, thus missing the important parts of what's being communicated.

Control is defined as monitoring __________, comparing it with goals, and taking corrective action as needed.

performance

Which of the following indicates how official communications should be routed? a. lateral networks b. corporate culture c. personnel files d. organizational chart e. grapevine

organizational chart The organizational chart indicates how official communications like memos, letters, reports, and announcements are supposed to be routed.

Millennials who came of age during the Great Recession of 2007-2009 are more concerned with...

others

self-serving bias

people tend to take more personal responsibility for success than failure

The triple bottom line represents ______, also known as the ____.

people, planet, and profit; 3 Ps

1. Plan

plan desired and important changes, based on observed data. make pilot test, if necessary.

PDCA stands for the ___________ cycle for using observed data for continuous improvement of operations.

plan, do, check, and act

Gina was frustrated when her credit card co sold its customer list to a telemarketing firm. She was not happy that her personal info was released & felt it violated her

privacy

Americans with disabilities act

prohibits discrimination against the disabled and requires organizations to reasonably accommodate an individual's disabilities

A(n) ______ form of media allows receivers to observe multiple cues, such as body language and tone of voice, and allows senders to get feedback. a. dense b. rich c. informal d. formal e. encoded

rich Face-to-face communication, also the most personal form of communication, is the richest. It allows the receiver of the message to observe multiple cues, such as body language and tone of voice. It allows the sender to get immediate feedback, to see how well the receiver comprehended the message.

Samir, an HR manager, is designing a training class for those working on the new cross-functional teams within her company. This class is aimed at improving group decision making and interpersonal relations. What method of delivery should Samir choose?

role-playing, practice, and discussion

To explain how to initiate, manage, and stabilize planned change, Kurt Lewin developed a model with three stages. Choose the correct three.

unfreeze, change, and refreeze

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

stereotype A stereotype consists of oversimplified beliefs about a certain group of people. There are, for instance, common stereotypes about old people, young people, males, and females. Examples include, "Young men are reckless," and "Old women are scolds."

The group development stage in which individuals test the leader's policies and assumptions as they try to determine how they fit into the power structure is the ________ stage.

storming

Kendall frequently spots issues that will affect both her team in Sacramento and their counterparts in San Bernardino. Kendall plays a ________ role by setting meetings with both teams so they can work openly and coordinate smoothly.

task

Wilma leads a task force charged with restructuring the order-processing system in the organization. The task force is composed of her peers over whom she has little control, and some of whom do not seem to respect her. According to the contingency model, Wilma should adopt a(n) ________ leadership style.

task-oriented

A(n) ________ could be a collection of five employees who are studying industry pay scales, with the goal of making recommendations for adjusting pay grades within their company.

team

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

telepresence technology Telepresence systems require a specially designed room with multiple cameras and high-definition video screens, simulating "the sensation of two groups of people at identical tables facing each other through windows." Telepresence technology can be quite expensive.

Activity-Based Costing (ABC)

the accounting system used to asses the specific cost components of producing a product or service

Communication is the

transfer of information and understanding from one person to another. The process involves sender, message, and receiver; encoding and decoding; the medium; feedback; and dealing with "noise," or interference.

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

trimming of the sender's e-mail when replying Tips for better e-mail handling include the following: (1) Treat all e-mail as confidential. Supervisors may legally read employee e-mail. (2) Be careful with jokes and informality. (3) Avoid sloppiness, but avoid criticizing others' sloppiness. (4) When replying, quote only the relevant portion. Edit long e-mail messages you've received down to the relevant paragraph and put your response immediately following. (5) Not every topic belongs on e-mail.

Setting and time are

two ways nonverbal communication is expressed.

Frederick Herzberg

two-factor theory, which proposed that work satisfaction and dissatisfaction arise from two different factors--work satisfaction from motivating factors and dissatisfaction from hygiene factors

Which of the following is NOT considered an essential consideration in building a group into an effective team?

unanimity

Amaia has been very careful to work with her team to finalize next year's goals. She has taken the process seriously and now wants to make sure that others do their part. Amaia is insisting that all employees follow instructions fully and completely. Amaia seems to be exhibiting the

Control functions because she wants to ensure that the right things happen at the right time

Which global entry strategy has the highest degree of risk?

Direct Investment

Organizing is monitoring performance, comparing it with goals, and taking corrective action.

False

Collaboration results from formal structures such as designated leaders, planned agendas, and organizational charts.

False - Collaboration is different than teamwork

Authenticity, control, and collaboration are the three drivers of the "trust triangle."

False - authenticity, logic, empathy are the trust triangle

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

False - this is the adjourning stage

Caasi easily influences her co-workers, but not usually for the best. She stirs up controversy and usually spins the conversation to make herself look better. Because Caasi thinks highly of herself and seeks personal power, she could be described as having psychopathy.

False, Narcissism is defined as "a self-centered perspective, feelings of superiority, and a drive for personal power and glory." Psychopathy is characterized by lack of concern for others, impulsive behavior, and a dearth of remorse when the psychopath's actions harm others.

Leadership is the ability to marshal human, informational, and other resources to get something done.

False, Power is the ability to marshal human, informational, and other resources to get something done. Leadership is the ability to influence employees to voluntarily pursue organizational goals.

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

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

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

False, The contingency leadership model determines if a leader's style is (1) task-oriented or (2) relationship-oriented and if that style is effective for the situation at hand.

The primary purpose of relationship-oriented leadership behavior is to ensure that people, equipment, and other resources are used in an efficient way to accomplish the mission of a group or organization.

False, The primary purpose of task-oriented leadership behavior is to ensure that human, physical, and other resources are used efficiently and effectively to accomplish the group's or organization's goals.

Research shows that compensation is the most motivating factor for workers.

False, flexibility and clear growth opportunities are more important to employees

The trend of the world economy toward becoming a more interdependent system is known as

Globalization

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

Innovation and Learning

Margot is a third grade teacher who spends time each afternoon tutoring students who need a little extra guidance. Margot also volunteers to read to the residents at a nursing home. Margot seems to seek ________ rewards.

Intrinsic

Problems with which entry approach can arise when the partners disagree or if the government places restrictions on the firm's ability to move its profits out of the foreign country and back to its home country?

Joint Venture

Which of Hofstede's cultural dimensions relates to a willingness to accept social inequality as natural?

Power Distance

A firm that creates value by developing a variety of offerings including goods, services, and ideas is doing so through which element of the four Ps?

Product

Which of the following is most often used to influence others?

Rational Persuasion

Kylie has been practicing repeating phrases such as, "I know I don't wear the latest fashions, but I am comfortable. Surely others feel like I do." Her boss has also told her to consider meditation as it can help her practice these

Self-affirmations

According to ________ theory, competence, autonomy, and relatedness are the primary motivations for behavior.

Self-determination

________ refer to collaborative relationships between independent firms, though the partnering firms do not create an equity partnership; that is, they do not invest in one anothe

Strategic Allieance

Which of the following is a motivating factor according to Herzberg's two-factor theory?

The work itself, recognition, achievement, advancement, responsibility, and growth

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

True

Team composition reflects the collection of jobs, personalities, values, knowledge, experience, and skills of team members.

True

The best leaders display both transactional and transformational leadership styles.

True

The world is becoming one market instead of many national ones. True or False

True

A Deloitte Insights survey found that companies are using AI to

reduce errors and defects, increase productivity, and enhance supply chain management.