Management Exam 1 CH. 1,2,5,6

The founders of a medical device company need to take a different direction, after they did not receive FDA approval for their equipment. What would not be part of an after-action review of their original decision? -Assign responsibility for the failure -Review which parts did not work well -Review which parts did work well -Create an action plan for future use

ASSIGN RESPONSIBILITY FOR THE FAILURE

ORGANIZING

Assigning responsibilities for task accomplishment. Note that organizing may also include decisions about where to spend money, how the company should be organized, and how many people need to be assigned to a particular project.

Which major decision style is characterized by having deep concern for others as individuals? -Conceptual -Analytical -Directive -Behavioral

BEHAVIORAL

Constantine's jewelry shop has just hired a comparative shopper to visit other local jewelry stores to gain product pricing information. What strategy is this describing? -Increased planning and forecasting -Boundary-spanning roles -Flexible structure -Joint venture -Unfair practice

BOUNDARY SPANNING ROLES

A partnership of three former teachers started an online resource to help high school teachers teach science, technology, engineering, and mathematics (STEM) courses. However, their early success has been overshadowed by new education requirements from both federal and state education departments. Also, many competitors have emerged. The partners agree that they do not have solid non-political information that would help them predict the future of STEM support. Which approach is reasonable for them to take in making decisions? -Picture eventual static circumstances and solid information -Assume clear links among decision elements -Expect to find a "right" answer by consensus -Be prepared for conflicts over goals and decision alternatives

Be prepared for conflicts over goals and decision alternatives

After demonstrating good mastery of technical skills, Suri was promoted to manager. She now manages the very team of engineers that she was once a part of. Suri has been in her current position for a while and would like to make further advancement. How can she show her boss that while being technically skilled, she also uses human skills effectively? -By allowing the team to bring pictures of their children to share with the others, but only during personal time. -By carefully looking over her team's shoulder, showing she always knows what's going on with her them. -By emailing the team and acknowledging a worker's success on a recent project in addition to verbally commending this team member. -By designating one person to always share instructions with the rest of the team so that they get a chance to talk to each other.

By emailing the team and acknowledging a worker's success on a recent project in addition to verbally commending this team member.

A __________ is a planned activity at a special event that is conducted for the benefit of an audience. -story -ceremony -symbol -slogan

CEREMONY

Emmanuel likes to be involved in giving input into the decisions that affect his team. Which two kinds of managerial decision styles, directing his work, would give him that opportunity to be heard? -Conceptual and directive styles -Directive and analytical styles -Conceptual and behavioral styles -Behavioral and analytical styles

CONCEPTUAL AND BEHAVIORAL STYLES

Which type of organizational culture supports a rational and orderly way of doing business? -External culture -Humanistic culture -Achievement culture -Consistency culture

CONSISTENCY CULTURE

As department manager, Aoki worked out a plan with her team and help set goals for each of her employees. Each employee ended up with at least fifteen goals. This process violated which criteria for effective goal setting? -Specific and measurable -Defined time frame -Challenging but realistic -Covers key result areas

COVERS KEY RESULT AREAS

What type of planning occurs when the organization is faced with a situation in which its continued existence may be in question? -Strategic planning -Tactical planning -Crisis planning -Operational planning

CRISIS PLANNING

The set of key values, beliefs, understandings, and norms that are shared by employees of an organization are called the organization's: -culture. -definition. -stories. -patterns of dress.

CULTURE

Demetrius has just been hired by a financial investment company, that has long used the management by objectives (MBO) method of goal setting and performance evaluation. Which outcome of a management by means (MBM) approach would Demetrius not include as a selling point for company adoption of MBM? -Company executives would reap increased financial rewards for management. -Company executives would focus attention on doing business for customer good. -Financial analysts would still be motivated to score well on the metrics of success. -Financial analysts would be less incentivized to sell products just to meet quotas.

Company executives would reap increased financial rewards for management.

Rolex sells a product that is defined by its quality, craftsmanship, and luxury status. This is an example of which of Porter's competitive strategies? -Price separation -Brand advantage -Cost leadership -Differentiation

DIFFERENTIATION

Alli needs to make a quick decision under conditions of high uncertainty. She identified the decision requirements and analyzed the causes of the situation. Which action does she need to take next? -Implement the most environmentally responsible alternative -Develop a custom solution that will satisfice for handling the problem -Select a desirable alternative to engage her company's employees -Evaluate her course of action, and ask for realistic feedback

Develop a custom solution that will satisfice for handling the problem

Kia's company has set a new operational goal for her work group: "Eliminate overtime." Which action by Kia demonstrates adherence to her work group's operational plan to achieve this goal? -Asking for quality circle input about budget variances. -Documenting policies and procedures about overtime use. -Creating a new process for authorizing vacation requests. -Discovering daily and weekly resource scheduling roadblocks.

Discovering daily and weekly resource scheduling roadblocks.

An internal medicine group practice wants to adopt a new trend, becoming a "concierge" operation. They will provide unlimited healthcare for monthly subscription fees. Which operational goal will be needed to successfully make this transition? -Doctors immediately respond to illness and injury events. -Nurses set their own schedules for assisting physicians. -Receptionists schedule patient appointments far in advance. -Billers review the health-insurance coverage limitations.

Doctors immediately respond to illness and injury events.

Mary is a baker who makes the most beautiful and delicious cakes in town. Unfortunately, her cakes are also very expensive because for every finished cake she produces, she throws away three cakes that aren't just right. What is the best way to describe Mary's work? -Neither effective nor efficient -Both effective and efficient -Effective but not efficient -Efficient but not effective

EFFECTIVE BUT NOT EFFICIENT

A few years ago, when Coca-Cola introduced Fruitopia beverage, it spent $30 million and set what it thought was achievable sales goals. However, the drink did not perform as hoped and lost money for the company. When top management decided to stop production of Fruitopia for its U.S. market, it was intending to help the company operate more ________ and reach organizational goals. -effectively -synergistically -cooperatively -efficiently -autonomously

EFFECTIVELY

Which is the last step used in managerial decision making? -Diagnosis of causes -Development of alternatives -Selection of alternative -Evaluation

EVALUATION

Hannah is leading the management group charged with coming up with solid plans for the most high-impact contingencies. What outcome demonstrates that the group successfully met the challenge? -No organizational emergencies arise in the near future. -Top executives read the documents produced. -Employees memorize the alternative responses. -Employees feel ready to meet a worst case situation

Employees feel ready to meet a worst case situation

The role of liaison encompasses relationships with subordinates including communication and influence whereas the role of leader pertains to the development of information sources both inside and outside the organization. -True -False

FALSE

Feng owns a restaurant chain that has recently opened locations in several areas. He wants his company to succeed and realizes that, in a rapidly changing world, he needs to pay careful attention to business performance and to cultural values. Relate how Feng, as a cultural leader, can demonstrate the importance of both business performance and cultural value. -Feng can treat the culture as something that happens organically, driven by personalities. -Feng can allow his employees to make the necessary changes over time, realizing that everyone behaves differently. -Feng can over communicate the company's values by use of symbols and signals, and reinforce the values by his own examples. -Feng can help his employees see that only by working as a group will they achieve the necessary bottom-line results.

Feng can overcommunicate the company's values by use of symbols and signals, and reinforce the values by his own examples.

In his performance evaluation, Deandre heard his supervisor criticize him for settling for satisficing solutions, rather than maximizing solutions. Which action can Deandre take in making future decisions in order to change his supervisor's opinion? -Get some solid criteria for what constitutes a maximizing solution -Organize the decision effort to compile all the problem details -Plan to set aside more time to reflect on each alternatives' benefits -Lead more teams to get more practice about making decisions

Get some solid criteria for what constitutes a maximizing solution

What type of skills is increasingly important for managers to demonstrate at all levels and in all types of organizations? A. Conceptual B.Technical C.Decisional D.Human E.Motivational

HUMAN

.R. Grace recently exited one of the longest bankruptcies in history. W.R. Grace was founded in 1854, but now CEO Frank Festa is looking to the future. Why should he reflect on the history of management? -He can learn from past successes so as to repeat them if circumstances are similar. -He can avoid repeating approaches to management that have been tried in the past, since they will not be relevant to current conditions. -Studying others' mistakes will allow him to credibly congratulate his managers for not repeating them.

He can learn from past successes so as to repeat them if circumstances are similar.

Devon owns a realty company. He is conscious of a decline in the housing market and realizes the need to encourage the realtors working for him to adapt to this change in their external environment. Devon decides that bimonthly he will meet with all his employees to discuss their concerns and ideas, showing how highly he values their needs. Identify which type of corporate culture Devon is using. -He is using involvement culture that focuses on employee participation to adapt to change. -He is looking for ways to serve specific customers thereby making use of achievement culture. -He knows the importance of adaptability culture in responding to the needs of his employees. -His use of consistency culture focuses on a stable environment for his employees.

He is using involvement culture that focuses on employee participation to adapt to change.

Mark has recently been promoted to manager. In his previous position, he always completed his work alone at his cubicle despite being part of a team. New to management, Mark is not fully aware of the parameters he will face. He envisioned having greater freedom to make decisions to benefit the company, when in reality he just does not have the time to do so. Outline what Mark can do in order to become a successful manager. -He starts to think in terms of building teams and becoming a motivator and organizer that is in contrast to his previous position of working independently. -He can carefully make sure that his team is working both effectively and efficiently. -He can focus his efforts on honing his conceptual and technical skills to be in a better position to help to advise his team. -He can encourage his team by letting them know he appreciates their ideas while at the same time sticking to his agenda, demonstrating good human skills.

He starts to think in terms of building teams and becoming a motivator and organizer that is in contrast to his previous position of working independently.

The current employees of a company are part of what type of environment for the organization? -External environment -General environment -Task environment -Internal environment

INTERNAL ENVIRONMENT

Nordstrom department stores are known for offering superior customer service. Nordstrom believes their customer service creates loyal customers and sets them apart from their competition. -Nordstrom's superior customer service: -a strategic goal. -is its core competence. -defines their target customer. -builds synergy.

IS ITS CORE COMPETENCE

Sergio spent a lot of time designing extensive details to complete a tactical plan to guide his department. Which action should he take to avoid the most common cause of a plan creating a false sense of security? -Ask for critical employee and customer input -Keep in touch with her anxiety about success -Identify areas of uncertainty about the future -Ask other managers to review her plan

Identify areas of uncertainty about the future

What type of bias is Anastasia, a regional manager exhibiting when she continues to support a past decision she has made even if the current circumstances no longer apply to the situation that occurred when that decision was originally made? -Seeing what she wants to see -Being influenced by initial impressions -Justifying past decisions -Being influenced by problem framing

JUSTIFYING PAST DECISIONS

Of the following management functions, which one hinges most on good relationships between managers and subordinates? -Planning, or setting goals and devising ways to attain them -Leading, or using one's personal influence to motivate employees -Controlling, or setting standards of performance and measuring progress -Organizing, or assigning tasks and allocating resources

Leading, or using one's personal influence to motivate employees

Attainment of company goals in both an effective and efficient manner through planning, organizing, leading, and controlling is called: -management. -total quality management (TQM). -organizational behavior. -motivation.

MANAGEMENT

What concept is at the top of an organization's goal hierarchy? -Mission of the company -Targets for success -Vision for the future -Strategy for revenue

MISSION OF THE COMPANY

Sally-Jo, a long-standing director of marketing, believes that her company should acquire another company, a current competitor. Which outcome indicates that Sally-Jo has successfully built a coalition that supports that decision? -Managers commit to supporting the acquisition. -Many employees ask Sally-Jo "what's in it for them." -Executives hear Sally-Jo talk about the acquisition's benefits. -A committee is appointed to study acquisition options.

Managers commit to supporting the acquisition.

CONTROLLING

Monitoring activities and making corrections. The fundamental purpose of control is to compare an existing situation to a desired situation and make a decision about what needs to be done to reach the desired state. Managers are engaged in control when they appraise an employee's performance, compare expenses to a budget, or check to see if product quality is meeting quality standards.

What type of management decision was involved when Toyota Motor Co. announced a recall of millions of units of its cars because of a faulty accelerator pedal problem? -Nonprogrammed -Certainty -Programmed -Uncertainty

NON-PROGRAMMED

Another term for the strategic goals of an organization is: -official goals. -fluctuating goals. -ad hoc goals. -temporary goals.

OFFICIAL GOALS

Goals that are precise and measurable and carried out by departments, work groups, and individuals are called: -operational goals. -strategic goals. -tactical goals. -stretch goals.

OPERATIONAL GOALS

Which management function deals with grouping tasks into departments? -Controlling -Planning -Leading -Organizing

ORGANIZING

Which step is not part of the process of electronic brainstorming? -Participants add idea -Participants identify themselves -Takes place over a computer network -Can be international

PARTICIPANTS IDENTIFY THEMSELVES

When Google created its China-based search engine, Google.cn, it did not foresee eventually abandoning it because of censorship issues with the Chinese government. Which kind of bias could have been in effect when Google made its initial decision? -Overconfidence -Perpetuating the status quo -Being influenced by emotions -Seeing what you want to see

PERPETUATING THE STATUS QUO

According to Harvard professor Linda Hill, over the first year of becoming a new manager one of the keys to success is to transform the way people think of themselves, called ____________, which includes learning new ways of thinking. -environmental factoring -personal identity -cerebral functioning -transitional change

PERSONAL IDENTITY

Which theorist created "management by objectives" in U.S. businesses? -Elton Mayo -B.F. Skinner -Peter Drucker -Frederick Taylor

PETER DRUCKER

ll of the following are assumptions of the classical model of decision making except: -full information about alternative outcomes is available. -pluralistic, conflicting goals are known. -certainty condition exists. -clear-cut problems and goals are available.

PLURALISTIC, CONFLICTING GOALS ARE KNOWN

What type of decision refers to a specific situation that occurs frequently within an organization and the organization has a set of specific decision rules to apply whenever it occurs? -Unique -Nonprogrammed -Programmed -Uncertainty

PROGRAMMED

DeAngelo did solid research before founding a food-tour company in a coastal community. He used information gained by his competitive analysis of another beachfront food-tour organization, in business for over 30 years. Which type of decisions is he basing his entrepreneurial activities upon? -Unique decisions -Nonprogrammed decisions -Programmed decisions -Uncertainty decisions

PROGRAMMED DECISIONS

Which of the following is not one of the benefits of organizational planning? -Providing a source of motivation and commitment -Setting performance standards -Guiding resource allocation -Preventing the use of intuition and creativity

Preventing the use of intuition and creativity

How could a new manager use Vineet Nayar's principle of "employees first, customers second (EFCS)"? -Keeping the status quo in their current environment -Keeping tabs on every detail of an employee's project -Employing a bossless environment -Recognizing and providing learning opportunities as needed

RECOGNIZING AND PROVIDING LEARNING OPPORTUNITIES AS NEEDED

What term is used to indicate that a decision maker chose the first solution alternative that satisfied minimal decision criteria? -Certainty -Satisficing -Bounded rationality -Risk

SATISFICING

When managers at a large pharmaceutical company look towards the future and think about what could be, they are likely using which innovative planning approach? -Contingency planning -Situational designing -Crisis planning -Scenario building

SCENERIO BUILDING

...............emphasizes that there is "one best way" to perform a job or task in order to increase productivity. The "one best way" could be identified by studying each task and developing precise procedures. -The Hawthorne studies -The administrative principles approach -Scientific management -The bureaucratic organizations approach -The humanistic perspective

SCIENTIFIC MANAGEMENT

Two of the most important roles that small business owners play are: -resource allocator and entrepreneur. -monitor and spokesperson. -figurehead and liaison. -spokesperson and entrepreneur.

SPOKESPERSON AND ENTREPRENEUR

PLANNING

Selecting goals and ways to attain them. Planning is different from organizing. When managers plan, they predict what will happen in the future. When managers organize, they arrange resources so that they can achieve the goals they set during the planning process. Note that creating a budget is part of the planning process, while checking to see if the budget has been met is part of the controlling process.

Sergio Marchionne, CEO of Chrysler Group, demonstrates hands-on leadership with his employees. Tim is a manager at a local marketing group and consistently keeps his door closed, signaling to his employees that he'd prefer not to be interrupted. Compare Sergio's and Tim's management styles. -Sergio is able to help motivate people to accomplish goals whereas Tim demonstrates a lack of interest in his employees and their work. -Both Sergio's and Tim's management styles are fine; they're just different. -Sergio is able to spend his time the way he wants because he's the CEO, but Tim has to do more because he's lower level management. -Sergio is obviously more of a "people person" whereas Tim is more restrained.

Sergio is able to help motivate people to accomplish goals whereas Tim demonstrates a lack of interest in his employees and their work

A solar-energy manufacturing company is expecting new innovations to change its equipment and processes over the next two to three years. Which action illustrates that the manager knows how to keep employees on track toward accomplishing their final goal? -Putting up poster reminders about the final goal -Talking about competitors' responses to new regulations -Setting biannual dates for investigating change options -Discussing how the current equipment and processes work

Setting biannual dates for investigating change options

Rachelle is a manager at a local life insurance agency. The business owner has given her the task of initiating ways to drum up business in order to meet quarterly goals. How can Rachelle apply the methods of small business owner Loic Le Meur, who is a hands-on kind of manager even though he's launched and sold several successful start-up companies and is the chief organizer behind Europe's largest annual tech conference? -She can arrange a meeting with the new office that just opened down the street to demonstrate the products that her company offers. -She can delegate the task to an employee on her staff. -She can arrange a contest for her department before the end of the quarter with a gift card for the person who sells the most. -She can ask family and friends if they'd like to buy a life insurance policy.

She can arrange a meeting with the new office that just opened down the street to demonstrate the products that her company offers.

Menlo Innovations creates custom software for organizations. The company's founders wanted to create a unique environment that embraced teamwork, learning, and fun to infusehappiness into what is often lonely, grueling work. Identify how Alejandra can use this same type of culture in the programming department she manages. -She can pair employees together to ensure a competitive thinking process. -She can provide close supervision to ensure that all are working at recognized levels. -She can encourage her employees to pull together and help bring out the best in one another. -She can ask employees to present her with new ideas so that she can add her own fresh perspective.

She can encourage her employees to pull together and help bring out the best in one another.

Jack Dorsey is the designer of Square Reader, which allows smartphones to become a point-of-sale (POS) terminal, and lets small businesses and entrepreneurs process credit-card payments where they weren't able to before because of the fees involved. Trish is a manager for a small business owner who is currently locked into a contract with a credit-card company. The owner has asked Trish to look for ways in which they can reduce costs, thereby creating a more profitable bottom line. How can Trish demonstrate that she understands efficiency, using the concept Jack Dorsey created? -She can institute a minimum purchase when paying by credit card so that the costs charged by the credit-card companies are covered. -She can fire two team members. -She can put up a sign stating that credit-card payments are no longer accepted, eliminating the fees charged by the credit-card companies. -She can take out an ad in the local newspaper for the company.

She can institute a minimum purchase when paying by credit card so that the costs charged by the credit-card companies are covered.

Starbucks expanded into the European market with packed stores in Germany and the U.K., but its sales and profits in French stores were disappointing. Some of the reasons for this were a sluggish economy, more expensive rent, and higher labor costs in France; furthermore, instead of grabbing a coffee to go, the French prefer to linger over coffee. Relate what was affecting Starbucks ability to thrive in France. -Starbucks did not account for the supply chain needed for delivery of their goods. -Starbucks was not factoring in the international dimension of the external environment. -Starbucks did not consider their competitors when opening stores throughout France. -Starbucks did not look at the technological dimension that would affect the French society

Starbucks did not consider their competitors when opening stores throughout France.

A start-up company founded a technical university to implement digital innovation into teaching. Which feature of the company's mission statement demonstrates the company's commitment to reinventing higher education? -Description of desired markets and customers -Statement of values that guide the company -Location of teaching and administrative facilities -Attitude toward employees and students

Statement of values that guide the company

Akram, the CEO of a brand new marketing firm introduces stretch goals into every company that he starts or joins. He believes that the only way for any team to overcome challenges common to start up companies is through radical innovation. As a result, Akram sets very high standards and goals to motivate the team to super-achieve. What can simultaneously be considered the best feature and, from some employees' viewpoint, be the worst characteristic of stretch goals? -Stretch goals are not always set with matching rewards for achievement. -Stretch goals are not set in stone; they can always be changed by the CEO. -Stretch goals are way beyond the current levels of organizational capability. -Stretch goals are more likely met with gradual, incremental improvements.

Stretch goals are way beyond the current levels of organizational capability.

Which type of goals is middle management primarily concerned with? -Tactical -Leadership -Operational -Strategic

TACTICAL

Henri Fayol developed 14 general principles of management including unity of command and the scalar chain which focused on the total organization. This is known as: -the behavioral sciences approach. -the administrative principles approach. -organization development. -the humanistic perspective.

THE ADMINISTRATIVE PRINCIPLES APPROACH

Companies that are successful in a turbulent world have managers who pay attention to cultural values and business performance. True False

TRUE

The cultural leader articulates a vision for the organizational culture that the employees can believe in. True False

TRUE

The hotel chain Ritz-Carlton advertises that they are "Ladies and gentlemen taking care of ladies and gentleman" as a way to convey special meaning to its employees. This is said to demonstrate the cultural commitment to take care of both employees and customers. What tool is Ritz-Carlton demonstrating to express its corporate culture? -The company is exemplifying a hero with strong company values. -The company is conveying how valuable the employees are with a story. -The company is expressing a key corporate value with a slogan. -The company is using ceremonial demonstration of its values.

The company is expressing a key corporate value with a slogan.

After a large hotel chain discovered that their computer systems had been hacked and customer credit card information had been accessed, they immediately notified customers via email and offered access to free credit monitoring for one year. The hotel's quick action in response to a serious situation was likely due to which of the following reasons? -The hotel chain's crisis plan indicated that the hotel should notify its customers. -The hotel chain had a contingency plan in place with specific steps in place to respond to the situation. -Hotel management had participated in scenario building which allowed them to predict future events and how to respond to them. -The hotel's tactical plans included instructions on how to handle a computer security breach and hotel employees responded as necessary.

The hotel chain had a contingency plan in place with specific steps in place to respond to the situation.

Johnson & Johnson, makers of a wide range of consumer, health, and prescription products are considered a high-performance workplace while also cultivating a culture that encourages employees to work in teams and remain open to change. At Aadrika's company the focus is on business performance and employees frequently complain about long hours and aggressive deadlines. Analyze how Aadrika's company can follow the example of Johnson & Johnson's internal environment. -They could create a slogan to let the employees know that all their hard work is appreciated. -They can shift some of the focus to building a positive culture and binding people together. -One of the successful managers can be used as a hero that the employees can follow as a role model. -Instead of focusing on business performance, the company can place the value on their employees.

They can shift some of the focus to building a positive culture and binding people together.

Managers at Nintendo are faced with uncertainty due to the large amount of downloadable, inexpensive games for smartphones and tablets. Nintendo is traditionally a console game maker and is confronting changes in technologies and consumer tastes. In 2012, Nintendo posted the first loss in its history. Which of the strategies below would help Nintendo modify its operation to increase sales? -Using the technological dimension to see what is valued within society -Implementing strategic sciences to find out their consumers' wants -Supplying consumers with a product that is more efficient and effective -Using business intelligence to be aware of what is going on externally

Using business intelligence to be aware of what is going on externally

LEADING

Using influence to motivate people to achieve company goals. In today's workplace, the most effective leaders create environments that engage and empower employees, rather than commanding and controlling them.

The activities that managers like the least include

controlling subordinates, handling paperwork, and managing time pressures.

Starting in the late 1800s, the classical perspective encouraged

efficiency through standardization of work.

A manager demonstrates concern for people by: -exhibiting good listening and communication skills. -holding a position at the highest levels of the organization. -making sure that people acknowledge the manager's work. -making sure that he or she watches people as they are performing their work.

exhibiting good listening and communication skills.

Management in a small business is equally as important as

management in a large organization.

The roles of leader, spokesperson, and resource allocator are critical for

managers in nonprofit organizations.

The process of management involves bringing resources into the organization and transforming those resources into organizational outcomes or performance through the use of

planning, organizing, leading, and controlling

Chester Barnard wrote about the informal organization when he proposed that

social interactions among employees were powerful organizational forces.

strategic planning process

task 1: develop mission and objectives task 2: SWOT analysis task 3: generate alternative strategies task 4: develop strategic plan task 5: develop tactical plan task 6: control and assess results task 7: repeat planning process

Based on theories from psychology, sociology, anthropology, and economics, ---------- approach conducts scientific studies of human behavior to prescribe new management techniques.

the behavioral sciences

Proposed by Frederick Taylor, -----------approach requires managers to use a rational method to develop the right tools and procedures for an individual job and then have all workers do the job in the same way.

the scientific management

Decisional (managing through action)

-Entrepreneur: Initiate improvement projects; identify new ideas, delegate idea responsibility to others• -Disturbance Handler: Take corrective action during conflicts of crises; resolve disputes among subordinates• -Resource Allocator: Decide who gets resources; schedule, budget, set priorities• -Negotiator: Represent team's or department's interests; represent department during negotiation of budgets, union contracts, purchases

Interpersonal (managing through people)

-Figurehead: Perform ceremonial and symbolic duties such as greeting visitors, signing legal documents• -Leader: Direct and motivate subordinates; train, counsel, and communicate with subordinates• -Liaison: Maintain information links inside and outside the organization; use email, phone, meetings

MANAGER IDENTITY

-Generalists; coordinates diverse tasks -Gets things done through others -Network builder -Works in highly interdependent manner

Informational (managing by information)

-Monitor: Seek and receive information; scan Internet, periodicals, reports; maintain personal contacts• -Disseminator: Forward information to other organization members; send memos and reports, make phone calls• -Spokesperson: Transmit information to outsiders through speeches, reports

Olamide is a manager at a catering company, organizing an upcoming wedding. She will need to allocate a portion of her staff to cover the event. The owner has also given her a budget and a list of items that will need to be obtained in order to properly supply the food and equipment needed. As Olamide thinks about which of her staff to use at the event, she remembers that two of the waiters argued about the tips they received the last time they worked an event together. She comes up with a plan to avoid this same conflict at this event. Analyze the roles that Olamide displays, and select the roles that best describe her management responsibilities. -Olamide is functioning in an interpersonal role and demonstrates the roles of leader and figurehead. -Olamide is working in a human resources capacity to resolve this conflict. -Olamide is in a decisional role and works as a resource allocator and a disturbance handler. -Olamide demonstrates an informational role and uses disseminator and spokesperson skills.

-Olamide is in a decisional role and works as a resource allocator and a disturbance handler.

INDIVIDUAL IDENTITY

-Specialist, performs specific tasks. -Gets things done through own efforts. -An individual actor. -Works relatively independently

14 principles of management by Henri Fayol

1. Division of work 2. authority and responsibility 3. discipline 4. unity of command 5. unity of direction 6. subordination of individual interest 7. remuneration 8. the degree of centralization 9. schalar chain 10. order 11. equity 12. stability of tenure of personnel 13. initiative 14. esprit de corps