MGMT 371 final ( Review)
Which statement about controls in terms of global management is correct?
The variation of technology available in different countries affects what control methods a manager uses.
Which of the following sentences is true about communication in customer service?
There are three components in any service delivery process
Which of the following statements about taking managerial action is correct?
When performance variations occur because of unrealistic standards, then the standard should be corrected.
Which of the following questions is LEAST relevant when a manager needs to determine the best communication method?
Which method is the most popular one being used by other senders?
Elena has been absent without excuse twice during the past month. Elena's manager meets with Elena to determine the reason for her poor attendance. This is an example of ________.
a basic corrective action
Human resources issued a written workplace romance policy that forbids personal relationships between employees of significantly different rank within the organization. This was issued prior to any dating relationships in the organization. This policy is an example of ________.
a feedforward control
Good communication is an essential part of all of the following EXCEPT ________
agreeing with the communicator's message
The process of determining who is the best, who sets the standards, and what those standards are, is known as ________.
benchmarking
All of the following are characteristics of dysfunctional work environments that contribute to the problem of workplace violence, EXCEPT ________.
challenging job assignments
Management by walking around is a ________ control.
concurrent
Marco, a first-line manager at Carson Industries, frequently interacts with his subordinates on the manufacturing line to make sure work is being done appropriately and to correct problems quickly. Which type of control does Marco most likely use?
concurrent control
In response to some recent customer complaints about poor service, Francesca prepares a training presentation and manual for customer service representatives that outlines expected behaviors and the consequences of infractions. This best demonstrates the ________ function of communication.
control
The balanced scorecard approach provides top management with a comprehensive view of organizational performance via four indicators: people/innovation/growth assets, financial, internal processes, and ________.
customers
Which component of the communication process is defined as the receiver retranslating the sender's message?
decoding
Elena has been absent without excuse twice during the past month. Her manager calls her into his office and issues a written warning, advising her that another unexcused absence will result in immediate termination. This is an example of ________.
disciplinary action
In a service profit chain, the service sequence is from ________.
employees to customers to profit
Of the following methods of communication, which has the highest confidentiality?
face-to-face
Raj, a manager, needs to make major changes to the job of his assistant, Drew. Drew will now be required to work a longer shift and take on many additional tasks and projects. Which communication method would be best for Raj to use?
face-to-face
Eugene wants to control the workplace by preventing problems before actual work activities take place. The kind of control he is looking for is ________.
feedforward control
Every morning before the start of the shift, Tom and his automotive service team at a large auto dealership have a five-minute "stand-up" meeting to make sure everyone knows which vehicles are scheduled for service and approximately how long each service appointment should last, and to identify any potential trouble spots. This would best be described as ________.
feedforward control
Downward communication ________.
flows from a manager to employees
Organizational effectiveness is a measure of ________.
how appropriate organizational goals are and how well they are achieved
A stamping machine begins turning out components that are out of tolerance. The manager removes the machine from service to ensure that more defective components are not produced and notifies maintenance to repair the machine. This is an example of ________.
immediate corrective action
All of the following are true about formal and informal communication EXCEPT ________.
informal communication is defined by the organization's structural hierarchy
The communication process is susceptible to noise, which ________.
interferes with understanding
Communication includes both ________ communication between two or more people and ________ communication, which involves systems of communication in a company.
interpersonal; organizational
Ethical communication ________.
is complete, true, and not deceptive
All of the following are elements of the interpersonal communication process EXCEPT ________.
jargon
Which of the following has contributed to the escalating problem of employee theft in all kinds and sizes of organizations?
loose financial controls at start-ups and small companies
Which of the following is NOT one of the areas evaluated when using the balanced scorecard approach?
management
At Nicoh Enterprises, assembly line workers half-jokingly call shift leader Madeline the "firefighter." She can always be found on the floor, talking with the workers, solving problems, or just observing. This is best described as _______
management by walking around
The control process involves all of the following, EXCEPT ________.
measuring actual performance B. addressing inadequate standards C. comparing actual performance to a standard D.*** creating performance standards Your answer is correct.E. correcting performance deviations
Control is best described as the process of ________.
monitoring, comparing, and correcting the performance of work activities
Drew is distracted from the professor's lecture because his girlfriend keeps sending him text messages about their weekend plans. This is an example of ________ in the communication process.
noise
________ communication consists of messages sent outside of the written or spoken word.
nonverbal
The measure of how appropriate organizational goals are and how well those goals are being met is referred to as ________.
organizational effectiveness
Productivity is defined as the formula of ________ divided by inputs for a specified period of time.
outputs
Feedback control is ________-oriented, whereas feedforward control is ________-oriented.
past;future
Jill wants to improve her ability to convince her subordinates to change their behavior in the workplace. Which skill is most relevant to this?
persuasion skills
An effective control system serves as an essential link back to ________.
planning
Which term refers to the amount of products generated divided by the inputs necessary to create that output?
productivity
Return on investment is an example of a(n) ________ ratio.
profitability
Which skill involves an understanding of written sentences and paragraphs in work-related documents?
reading skills
Information technology (IT) has affected managerial communication in all of the following ways EXCEPT by ________.
requiring employees to be at their desk to communicate with others in the organization
Electronic media consists of ________, email, and instant messaging.
social media
UPS conducts a random check of mileage for each of its delivery vehicles and compares how many miles a truck was driven versus the number of miles calculated for the driver's route to determine if there is significant variation between the two. What step of the control process does this represent?
step 2
The informal organizational communication network is best defined as ________.
the grapevine
UPS calculates that a driver will drive approximately 140 miles on an assigned route. However, recognizing that the driver may have to make changes due to traffic, road construction, or detours, mileage will not be flagged for further investigation if it is not less than 120 miles nor more than 160 miles. This is an example of ________.
the range of variation
You are planting seeds in a vegetable garden. According to the instructions on the seed packet, the seeds should be placed 12" apart. However, you would be content if the seeds were within an inch of that measurement on either end (i.e., between 11" and 13" apart). This is an example of ________.
the range of variation
The interpersonal communication process begins with ________.
the sender
According to the text, communication is ________.
the transfer and understanding of meaning
Communication is the transfer and ________ of meaning.
understanding
During which stage in the process of transforming inputs into finished goods and services would concurrent control be used?
when production is being carried out
George wants to get better at communicating effectively using email. Which skill is most relevant to this?
writing skills
The three approaches to control are ________.
feedforward, concurrent, and feedback
Which of the following is true about organizational communication networks?
. Communication networks are formed when vertical and horizontal flows of organizational communication are combined into a variety of patterns.
The motto of the Three Musketeers, "all for one and one for all," meaning that all group members support each other, illustrates _______. A.group cohesiveness B.groupthink C.norms D.social loafing E.task interdependence
A
Frank's team went through some early conflict when people were trying to sort out their roles, but they are beginning to develop some camaraderie with one another. Frank's team is in the _______ stage of group development. A.norming B.adjourning C.storming D.performing E.forming
A
_______ conflict focuses on what needs to be done, whereas _______ conflict focuses on how it gets done. A.Task; process B.Process; relationship C.Functional; dysfunctional D.Process; task E.Relationship; process
A
_______ conflict refers to disagreements about how the work should get done. A.Process B.Functional C.Relationship D.Interpersonal E.Task
A
A work team that uses technology to link physically dispersed members in order to achieve a common goal is referred to as a(n) _______. A.problem-solving team B.virtual team C.cross-functional team D.self-managed work team E.informal group
B
Colette leaned over to her colleague during a committee meeting and whispered, "I don't agree with this approach." Her colleague simply replied, "Don't make waves. If you say something now, we'll be here for another two hours. Just go along with it." This is an example of _______. A.group cohesiveness B.groupthink C.role conflict D.a norm E.social loafing
B
Jacquie and her colleague disagreed about how to approach a project. Finally, Jacquie said, "I give up, we'll do it your way." Jacquie's approach illustrates a(n) _______ conflict management technique. A.compromising B.accommodating C.avoiding D.forcing E.collaborating
B
Leslie burst into her manager's office and complained, "I just can't work with Ciera! She's rude and opinionated, and I'm sick of her complaining about how much work she has to do." This is an example of _______ conflict. A.process B.relationship C.task D.functional E.procedural
B
The final project in Brent's management class is a group research paper. He likes group work because he knows that even if he doesn't do much work on the paper, the other members will probably pick up the slack so that they don't get a bad grade. This is an example of _______. A.process conflict B.social loafing C.norms D.groupthink E.group cohesiveness
B
Which conflict management style is characterized by a low degree of cooperativeness but a high degree of assertiveness? A.Avoiding B.Forcing C.Compromising D.Collaborating E.Accommodating
B
Which of the following characterizes a work team rather than a work group? A.Work is done individually. B.Leadership is shared. C.Members are accountable only to themselves. D.One leader is clearly in charge. E.Work is decided upon by the group leader and delegated to individual group members.
B
When does feedforward control take place?
Before a work activity occurs
If group cohesiveness is high and the alignment of the group and organizational goals is high, which of the following would you expect to see? A.Moderate increase in productivity B.Decrease in productivity C.Strong increase in productivity D.Significant decrease in productivity E.No significant effect on productivity
C
The college formed a group of faculty members, current and former students, area employers, and community leaders to study student retention and completion rates and identify strategies for increasing graduation rates for students. This group is an example of a(n) _______. A.virtual team B.problem-solving team C.task group D.informal group E.cross-functional team
C
The stage of group development that involves getting oriented and acquainted is referred to as the _______ stage. A.storming B.norming C.forming D.performing E.adjourning
C
Which of the following is true about how wireless capabilities have affected communication in the workplace?
Cell phones are being utilized as work tools.
The second step of the control process primarily involves ________.
Comparing actual performance against the standard
Which statement about control is most likely FALSE?
Control provides managers with assurance that activities will proceed as planned.
Which of the following statements concerning control systems is correct?
Control systems are especially important in today's environment because they help protect the organization during disasters, scandals, and other disruptions.
What are the four major functions of communication?
Control, motivation, emotional expression, and information
Which statement about corporate governance is FALSE?
Corporate governance issues and reforms are limited to U.S. corporations
Jason tries to avoid conflict at all costs. He is very uncomfortable when any hint of conflict emerges and is convinced that conflict is destructive and caustic and diverts the group's attention from the task at hand. It would appear that Jason has a(n) _______ view of conflict. A.utilitarian B.interactionist C.consequential D.traditional E.human relations
D
Team leaders or managers should encourage constructive criticism and seek other perspectives to help a team avoid _______. A.norms B.functional conflict C.Social Loafing D.groupthink E.cohesiveness
D
Which of the following allows employees to plan, organize, and control their work activities with little or no direct involvement of a higher-level supervisor? A.Virtual team B.Command group C.Cross-functional team D.Self-managed work team E.Problem-solving team
D
Which view of conflict suggests that conflict is a natural occurrence in all groups and organizations and may actually enhance a group's performance? A.Traditional view of conflict B.Utilitarian view of conflict C.Consequential view of conflict D.Human relations view of conflict E.Interactionist view of conflict
D
Andrea's team is "running on all cylinders." Members trust each other and are mutually committed to the team's goals. They not only appreciate each other's differences, but are able to work together in such a way that they capitalize on those differences. Andrea's team appears to be in the _______ stage of team development. A.forming B.adjourning C.storming D.performing E.norming
D
Toni, a business professor at a private university, is a member of the Distance Learning Committee, which is composed of faculty members from different disciplines within the university. This committee's purpose is to improve the effectiveness of online courses at the university. This committee is most likely an example of a(n) _______. A.informal group B.cross-functional team C.self-managed work team D.problem-solving team E.virtual team
D
Which statement about using disciplinary actions is correct?
Disciplinary actions are typically difficult for those involved in the process.
A group formed by people seeking friendship or pursuing common interests that has no official leader or specific organizational goals is referred to as a(n) _______. A.cross-functional team B.self-managed team C.command group D.formal group E.informal group
E
Caitlyn has been a member of the annual auction committee for the humane shelter, but the auction has ended and the team is disbanding, at least until next year. This illustrates the _______ stage of group development. A.performing B.forming C.storming D.norming E.adjourning
E
If group cohesiveness is _______ and there is _______ alignment of group and organizational goals, productivity is not significantly affected. A.high; low B.high; high C.low; high D.moderate; high E.low; low
E
The executive staff at a manufacturing company has a major disagreement regarding a major capital expenditure. The manufacturing manager believes that it is essential for the company to replace its wave solder equipment. Other staff members feel that the project should be put off for at least another 2dash-3 years and the funds should be diverted to a new marketing campaign. This is an example of a(n) _______ conflict. A.interpersonal B.procedural C.process D.relationship E.task
E
Workers at a small factory have an unspoken "rule" that no worker moves faster than the assembly line so that management can't speed up the line. This is an example of _______. A.groupthink B.status C.social loafing D.process conflict E.a norm
E
What is a potential psychological drawback of an employee being constantly accessible to an employer due to IT?
Employees staying involved in work even during their off hours
Which of the following would LEAST likely be used by managers to measure and report actual performance?
Feedforward control
________ ratios are indications of an organization's ability to pay its short-term debts.
Liquidity
Which of the following is true concerning financial controls?
Liquidity ratios measure a company's ability to meet its short-term debt obligations; they do not determine whether assets are being used efficiently.
Which statement about managing an organization's knowledge resources is most likely FALSE?
Managers do not need to consider the emotional impact of communication.
Which of the following is the first step in the control process?
Measuring actual performance
Which statement regarding performance feedback is FALSE?
Performance feedback is most effective when the one party dominates the conversation.
Which of the following is a recommended feedforward control for workplace violence?
Provide EAPs to help employees with behavioral problems.
What is one of the primary challenges of managing communication in a digitally connected world?
Security issues
Which skill involves the ability to communicate information through talking so others can understand?
Speaking
