MGMT

Three required benefits:

1.Workers' compensation. 2.Social Security. 3.Unemployment insurance.

Performance Tests

In a performance test, the test taker performs a sample of the job. The classic example is the typing test.

Horizontal Communication

Information shared among people on the same hierarchical level

Structured interview:

Selection technique that involves asking all applicants the same questions and comparing their responses to a standardized set of answers.

Background Checks

These checks include Social Security verification, prior employment and education verification, driving record and criminal history.

Path-Goal Theory

This theory concerns how leaders influence subordinates' perceptions of their work goals and paths they follow toward attainment of those goals.

In a boundaryless organization,

barriers to communication are removed.

The advantages of a small organization include

being able to move fast.

A significant advantage associated with external recruiting is that it

brings in "new blood."

Human capital

capital is the knowledge, skills, and abilities of employees that have economic value.

A leader with ________blank power has control over punishments.

coercive

Franz wants to balance the strategic triangle for his company. To do this, he must consider the company, the customer, and the

competition.

Christina is a manager who works directly for the company president. She has been given the assignment of transitioning the firm from a slow-moving bureaucracy to an agile, responsive organization. Chloe knows the relatively small size of her organization will affect aspects of the organization. Christina then turns her attention to the technology changes that could help her organization become more agile. Among the technology changes her boss could use successfully is

customer relationship management.

A thorough job analysis may help organizations successfully

defend themselves in lawsuits involving employment practices.

Expectancy is the link between

effort and performance.

The Americans with Disabilities Act, passed in 1990, prohibits

employment discrimination against people with disabilities.

Managing diversity well can give a company a competitive advantage by

encouraging greater flexibility and therefore a quicker response to environmental changes.

The National Labor Relations Act of 1935

established five unfair employer labor practices.

The final stage in the human resources planning process is to

evaluate the activities conducted to ensure that they are producing the desired results.

Leaders who use transactional leadership often

exchange rewards for services rendered by followers.

One disadvantage of delegation is that it usually results in the manager losing touch with the status of the work to be accomplished.

false

The most effective leadership development experiences have three components: evaluation, accomplishment, and control

false

A company that receives certification that it meets ISO 9001 standards is a company that

has begun the process of achieving quality.

The types of messages sent in downward communication might include

instructions about an employee's job.

Performance appraisal (P A)

is the assessment of an employee's job performance. •Generates information. Used for development.

Authority

is the legitimate right to make decisions and to tell other people what to do. •Board of Directors. •Chief Executive. Top Management Team.

Effective leaders have been shown to possess a high level of expertise about their industries, companies, and relevant technical matters. This trait is referred to as

knowledge of the business.

Max Weber's description of a bureaucracy discussed what form of organization?

mechanistic

Authority typically is associated with a particular

position rather than a particular person

According to McClelland, the most important needs for managers are the need for achievement, the need for affiliation, and the need for

power

Managers can prevent the spread of rumors by

providing facts and explaining important events.

In Hersey and Blanchard's situational theory, which of the following refers to a follower's self-confidence and self-respect?

psychological maturity

Companies invest a great deal to hire, train, and keep the best and the brightest employees in an attempt to gain competitive advantage by employing ________blank human resources.

rare

The term customer now refers to any

recipient of work—the next person or unit in the production process.

Alexa's department likes her and admires her for her accomplishments. Many have stated they wish they could be like her. Many of Alexa's followers comply with her wishes based on her ________

referent

Visions can be inappropriate, or fail, when they

reflect only the leaders' needs.

Labor relations

relations is the system of relations between workers and management.

The general goal of quality of work life programs is to

satisfy the full range of employee needs.

Because Jupiter Industries is a very large company, it can use the same process to manufacture multiple related products. This type of efficiency is referred to as an economy of

scope

The most persuasive messages are

simple and informative.

Martin was one of Sloane's lower-quartile performers, mainly due to lack of punctuality. In Martin's annual performance review, he submitted his draft goals for the upcoming year. One of his goals was to "Improve my punctuality." Sloane responded, "No, Martin. That goal is not acceptable. Your goal needs to be more ________blank so that you and I can monitor and measure whether or not you are attaining your goal."

specific and quantifiable

A team's purpose should be translated into

specific, measurable performance goals.

Corporations have boards of directors elected by the

stockholders

In a boundaryless organization, information flows

to where it is most needed.

A satisfied worker is not necessarily more productive than a dissatisfied one.

true

span of control creates a flat organization.

wide

Pluralistic organization:

•An organization that has a relatively diverse employee population and makes an effort to involve employees from different gender, racial, or cultural backgrounds.

Multicultural organization:

•An organization that values cultural diversity and seeks to utilize and encourage it.

Job Enrichment:

•Changing a task to make it inherently more rewarding, motivating, and satisfying.

Coaching:

•Dialogue with a goal of helping another be more effective and achieve his or her full potential on the job.

Downsizing

•Eliminate functions, hierarchical levels, or entire units. •Replace full-time employees with part-time or temporary workers.

Intergroup leader:

•Leads collaborative performance between groups or organizations.

Open-book management:

•Practice of sharing with employees at all levels of the organization vital information previously meant for management's eyes only.

Intrinsic reward:

•Reward a worker derives directly from performing the job itself.

Virtual

•Teams that are physically dispersed and communicate electronically more than face-to-face.

Transnational

•Teams that differ from other work teams by being multicultural and by often being geographically dispersed, being psychologically distant, and working on highly complex projects having considerable impact on company objectives.

Parallel

•Teams that operate separately from the regular work structure and are temporary.

Large batch:

•Technologies that produce goods and services in high volume.

Recruitment

•The development of a pool of applicants for jobs in an organization. Internalandexternal.

Logistics

•The movement of resources into the organization (inbound) and products from the organization (outbound).

Formalization

•The presence of rules and regulations governing how people in the organization interact.

Coordination by Mutual Adjustment:

•Units interact with one another to make accommodations to achieve flexible coordination.

Social loafing:

•Working less and being less productive when in a group.

Advantages of Functional Departmentalization

-each department can be staffed by functional-area experts -supervision is facilitated in that managers only need be familiar with a narrow set of skills -coordination inside each department is easier

Most effective experiences have three components:

1.Assessment. 2.Challenge. Support.

Human resource management becomes strategic and creates competitive advantage when it:

1.Creates value. 2.Is rare. 3.Is difficult to imitate. 4.Is organized.

Four leadership behaviors:

1.Directive: a form of task performance-oriented behaviour. 2.Supportive: a form of group-maintenance behaviour. 3.Participative: decision style. 4.Achievement-oriented: behaviors geared toward motivating people.

The three components of the HR planning process:

1.Planning. 2.Programming. Evaluating.

Four potential consequences of behavior:

1.Positive reinforcement. 2.Negative reinforcement. 3.Punishment. 4.Extinction.

Team effectiveness is defined by three criteria.

1.Team productivity. 2.Member satisfaction. 3.Member commitment.

Nonverbal Skills

1.Use time appropriately. 2.Make your office arrangement conducive to open communication. 3.Remember your body language.

The U.S. Census Bureau projects that by ________blank, members of "minority" groups will collectively represent a majority of the U.S. population.

2045

In order to meet six sigma standards, the maximum defect per million is

3.4

Drug Testing

: Many companies use drug testing for illegal drugs as a pre-hire screening instrument.

Personality Tests

: Many companies use these tests which can be associated with job satisfaction and engagement. However, they can be discriminatory, creating legal challenges.

Helios, Incorporated, is a new startup specializing in retrofitting existing commercial buildings with affordable solar energy panels. The company is growing quickly and needs to fill about 20 junior and senior staff positions over the next few months. Their main goals at this stage are to increase brand awareness and to maximize the return on the time they invest in recruiting candidates. They also want the hiring process to be cost-effective. Finally, they are looking to attract nontraditional candidates, not necessarily only those with business and science backgrounds. The founders, Brianna, Nick, and Vinh, meet with team managers to discuss the best strategy for locating outstanding new hires. Which option makes the most sense given their current goals and restrictions?

: having current employees network among their contacts and make qualified referrals

Divisional Structure

A form of departmentalization that groups units around products, customers, or geographic regions

Alderfer's E R G Theory

A human needs theory suggesting that people have three basic sets of needs that can operate simultaneously

Which of the following statements is supported by the equity theory?

A person who believes their outcome-to-input ratio is lower than another's will feel inequitably treated.

Risa was placed in charge of developing a new product. However, despite her efforts, the product sales never grew to a sustainable level. What should Risa's supervisor say to Risa?

"Thank you for your efforts on this project. Your next product will be a hit!"

Jamal is a little excited and a little intimidated. His firm is entering into a strategic partnership with a company in Denmark, and they have sent him to Copenhagen, the nation's capital city. During that time, he will be able to communicate with his supervisor and colleagues back home via email and phone but will primarily be interacting with Danish nationals. In addition to various managers and top brass at the Danish company, he will work with Jens, a mid-level manager who will serve as his local guide. Whose help will Jamal benefit from most during his time in Copenhagen?

A: Jens, his local guide

Liana and Rosario are entrepreneurs who started Deliverables, an online company that curates, assembles and delivers "unique, customized gift baskets for busy people." The company has so successful that Liana and Rosario recently opened a brick-and-mortar shop in their large city, which they need to fully staff within the next month. Along with Yiannis, their HR Manager, they have determined how many people they need and what skills those people need to have. They have also looked at workforce trends and the information they have regarding available workers already with the company, and have determined that they need to hire additional employees from outside the company to meet their needs. Liana and Rosario are ready to start accepting applications and interviewing candidates, but Yiannis tells them there is one last step to complete before they are ready to start the recruitment process. Which of the following remains to be done?

A: Rosario and Liana need to conduct job analyses and write descriptions for each position.

Which of the following describes a self-managed team?

A: Workers are trained to do all or most of the jobs in their unit.

Littlecreek Accounting has enjoyed several years of strong growth. However, the growth has expanded to the point that the organization needs to separate into divisions to better take care of regional customers. Clara has been selected to be the new CEO and to manage the organization growth. Clara has announced to the organization that she is concerned that the new organization structure will set up unnecessary communication barriers. She states that it is her intent to make at least weekly reports to the entire organization to discuss the rollout of the expansion, to include financial and sales data from all divisions. Her last comment is that she knows she will need the support and guidance from those who have worked at Littlecreek much longer than she has. Clara's comments about wanting to remove communication barriers is an example of her desire for Littlecreek Accounting to become a(n) ________blank organization.

A: boundaryless

The top management of EatWell, a snack food manufacturer, sits down for an annual meeting. The chairperson, Janelle, wants to create processes that will help the company interact with customers and gather knowledge of their wants, needs, and buying patterns. She also wants to improve internal quality management by using some ideas from Deming's "14 points" theory. The president of the company, Lee, wants to use an approach to management that helps to attain customer satisfaction through tools that deliver high-quality goods. The senior managers put forward the idea that the organization should adopt a method to analyze the causes of defects in products that need to be eliminated to improve customer satisfaction. In order to fulfill senior management's aim of adopting a method to analyze the causes of defects in products that need to be eliminated to improve customer satisfaction, the company might consider a quality initiative such as

A: six sigma.

Written Communication

Advantages: •A message can be revised. •It provides for a permanent record. •The message is unchanged, even if relayed. •The receiver has more time to analyze the message. Disadvantages: •Sender has no control over where, when, or if the message is read. •Sender does not receive immediate feedback. •Receiver may not understand parts of the message.

Digital Communication and Social Media

Advantages: •More information is shared. •There is speed and efficiency in delivering routine messages to large numbers of people. •It saves paper, postage, meetings, travel budgets, and conference calls. Disadvantages: •It may not be able to solve complex problems. •There is an inability to pick up subtle, nonverbal, or inflectional clues. •It invites misinterpretations and improper messages.

Verbal Communications

Advantages: •Questions can be asked and answered. •Feedback is immediate and direct. •Receiver senses sender's sincerity. Oral communication is more persuasive Disadvantages: •Can lead to spontaneous, ill-considered statements (and regret). There is no permanent record of it.

Jordan is a candidate for a research position with Southwestern Fine Chemicals. Though well-qualified for the job, he has a hearing impairment. Despite private concerns about the prospective employee's disability, the manager decides to hire Jordan. In hiring Jordan, the manager must remain compliant with the federal law known as the ________blank Act.

Americans with Disabilities Act Amendments

Glass Ceiling

An invisible barrier that makes it difficult for women and minorities to move beyond a certain hierarchical level

Boundaryless Organization

An organization in which there are few major obstacles to information flow

Recruitment activities increase the

B: pool of candidates who can be hired.

The Oxford Corporation has introduced a new program called "Stay and Grow with Oxford." It has several different components. 1.The company operates in a rural area where there are few underrepresented group employees. It has set up regular meetings for its underrepresented group employees in the area to meet, exchange information about activities and housing options, and socialize. 2.Since many of the managers are nearing retirement age, one component of the program pairs older managers with promising young, underrepresented group managers in order to offer their youthful counterparts career advice and introduce them to the company's top management. 3.Because members of some underrepresented groups recognize holidays 4.other than those celebrated by the majority, the company has introduced a 5.flexible work system that allows these employees to take time off during their 6. holidays. The first component of Oxford Industries' "Stay and Grow with Oxford" program, encourages networking by underrepresented

B: support groups.

Ricardo is the owner of Mex Magic, a chain of restaurants serving reasonably priced Mexican food with fresh, healthy ingredients. He has discovered that the rising price of avocados and some of the other fresh produce the restaurants use has been driving down profits. Customers have come to expect high-quality ingredients for a low price, and Mex Magic's marketing research has shown that the upscale interior of the stores, along with its great customer service, are a big draw. The feedback has also shown that a large percentage of the customers come with children. If Mex Magic is to be truly responsive to its market environment while maximizing profits, Ricardo should:

C: add child-friendly entrees that include fries or chips instead of guacamole.

A set of leader characteristics that reflect a high level of effort, ambition, and tenacity refer to the leader's

C:drive.

ex functional org

Chain of restaurants with departments for purchasing, food safety, transportation, human resources, operations, and finance responsible for all locations Automotive manufacturer with departments for research and development, engineering, purchasing, production, and sales, managing all automotive products One legal department serving the needs of all the domestic and international subsidiaries of a multinational company, reporting to corporate leadership

ex divisional

Chain of restaurants with one division for each region (for example., Northeast, Midwest, and Southeast) of the country managing all functions in that region Automotive manufacturer with product groups (for example, S U V or truck), each staffed with employees to manage that automobile's development, engineering, purchasing, production, and sales A legal department at the offices of each subsidiary in which the multinational firm operates, reporting to the leadership in charge of that subsidiary's operations

Matrix Organization Structure

Composed of dual reporting relationships in which some employees report to two superiors

Which of the following is true of negative reinforcement?

D: It involves removing or withholding an undesirable consequence.

Eldridge was facing the most difficult project management challenge in his career. He would be heading up a team to design a complicated new software application. His team would be a "virtual" team. Thus, his team would

D: be physically dispersed and typically communicate electronically.

"Tucker, I have some disturbing data," said Adrian, Vice President of Human Resources. "Our company has suffered increases in turnover, absenteeism, lawsuits by employees and former employees, injury and illness claims, and customer complaints. About the only thing that hasn't increased is our productivity." Tucker replied, "I have unfortunately come to recognize these workforce characteristics. They are a sign of

D: constitutionalism

An advantage of oral communication is that

D: feedback can be immediate and direct.

Tristen and Brittany have differing opinions on which department should be relocated to a newly constructed wing in the building. Marc is a coworker and overhears the argument. Marc states, "I thought civility was one of our organizational values." Marc's action are an example of ________blank to help encourage collaboration.

D: ignoring the problem by changing the subject

Leo's company produces a high volume of bicycle helmets, yet they come in a high variety of distinctive styles. The company is engaging in

D: mass customization.

McClelland's Needs

Different needs motivate different people. •Need for achievement. •Need for affiliation. •Need for power.

According to the expectancy theory, which of the following is the correct order of events?

E: effort, performance, and outcome

Which of the following situations best describes collaboration as an approach to managing conflict?

E: emphasizing both cooperation and assertiveness

Abdul, a sales manager, gives his salespeople some tips on how to close a deal. The salespeople then alter their sales techniques because they respect Abdul's proficiency. This is an example of ________blank power.

E:expert

Strategic Alliances

Formal relationship created among independent organizations with the purpose of joint pursuit of mutual goals

"I haven't missed a day of work in the past year, and I'm committed to this company, so I determined that a 20 percent salary increase is warranted for reasons of fairness," said Turner to his supervisor, Lillian. In reply, Lillian asked, "How did you determine that a 20 percent salary increase is fair?" If Turner had used equity theory as a basis for his request, he would have replied, "To determine a proper salary increase,

I made comparisons with others' salaries and efforts."

Downward Communication

Information that flows from higher to lower levels in the organization's hierarchy

Upward Communication

Information that flows from lower to higher levels in the organization's hierarchy

Which of the following best describes valence?

It is the value the expected outcome holds for the person contemplating it.

represents several key production and organizational components, including perfect quality, elimination of waste, value-added manufacturing, and employee involvement.

Just-in-time operations

advantage of matrix

Linkage of employees to company's goals and strategy. More information sharing across functions. Communication is fostered. Greater responsiveness to customers. Creative ideas from cross-functional work. Loyalty to the organization as a whole.

360-degree Appraisal

Process of using multiple sources of appraisal to gain a comprehensive perspective on one's performance •Provides a more complete picture of employee's strengths and weaknesses. •Employee motivated to improve their ratings. •Employees not always willing to rate their colleagues harshly.

Writing Skills

Requires clear, logical thinking Strive for clarity, organization, readability, brevity Email: •Specific subject lines. •Put main point at beginning of message. •Limit paragraph length. Avoid sarcasm or caustic humor.

A series of quality standards developed by the International Organization for Standardization to improve total quality in all businesses for the benefit of producers and consumers

Seven principles: 1.Customer focus. 2.Leadership. 3.Involvement of people. 4.Process approach. 5.Improvement. 6.Evidence-based decision making. 7.Relationship management.

Which of the following statements about the comparable worth doctrine is true?

Some states have comparable worth laws for public sector employees.

Teams should be empowered, or they will revert to making safe, traditional decisions.

TRUE

The chief executive officer and chief financial officer of the Blue Willow Food Service Corporation must personally certify that the company's financial statements are accurate. This is an example of corporate governance in action.

TRUE

Human Resource Management (HR M)

The formal systems for the management of people within an organization

The Functional Organization

The functional organization is structured around specialized activities such as production, marketing, and human resources.

How does working in teams affect individuals?

The team can satisfy important personal needs, such as affiliation and esteem.

Which of the following best describes a vision as it pertains to leadership?

a mental image of a future state of an organization

When a manager has an expectation that an employee will perform a particular job, as well as the right to take corrective action if the employee does not do so, ________, exists

accountability

As a leadership trait, self-confidence is most likely to

allow a leader to make decisions despite uncertainty.

The Oxford Corporation has introduced a new program called "Stay and Grow with Oxford." It has several different components. The company operates in a rural area where there are few underrepresented group employees. It has set up regular meetings for its underrepresented group employees in the area to meet, exchange information about activities and housing options, and socialize. Since many of the managers are nearing retirement age, one component of the program pairs older managers with promising young, underrepresented group managers in order to offer their youthful counterparts career advice and introduce them to the company's top management. Because members of some underrepresented groups recognize holidays other than those celebrated by the majority, the company has introduced a flexible work system that allows these employees to take time off during their holidays. The third component of Oxford Industries' "Stay and Grow with Oxford" program, allowing members of underrepresented groups to work a flexible schedule that allows them time off to celebrate holidays recognized by their group, is an example of

alternative work arrangements.

Alonzo was very excited. He had been appointed as the leader of a group that would be allowed complete control over all of the decisions to produce a new energy drink. Their group would be responsible for everything from acquiring raw materials to delivering the product to their customers. Alonzo has been assigned to

an autonomous work group.

Decentralized organizations

are where lower-level managers make important decisions.

In path-goal theory, the degree to which followers respect, admire, and defer to authority is called

authoritarianism

To facilitate communication, the best kind of office seating arrangement is one that

avoids separating people and helps establish a warm atmosphere.

Grid training was warmly received for a while but it has recently been criticized for

being too simplistic and advocating a one-best-way style of leadership.

Johanna was a bit surprised to learn that a(n) ________blank test would be required to be considered for a supervisory position at Connie's Turf-n-Surf Restaurant. She had never considered that her intellectual abilities, including verbal comprehension and numerical aptitude, would be assessed for such a position.

cognitive-ability

In order to develop a world-class core capability, a company should first

commit to excellence and leadership in capabilities.

Managing diversity encourages managers to see the variety of differences between people in the workplace as a potential source of

competitive advantage.

Fritz told his management team, "Our workflow occurs in an orderly, yet slow, process, from research to engineering to manufacturing. To be more competitive, we must speed up our research and product development through the use of ________blank. In this manner, we will incorporate the issues and perspectives of all the functions—including suppliers and customers—from the beginning of the process."

concurrent engineering

Dante, an operations manager at Therma-Pro Insulation, has been put on a big project with a tight deadline. He distributes half the work to two other supervisors, taking care of the bigger aspects of the project himself. This is an example of

delegation

Subdividing an organization into smaller subunits is known as

departmentalization.

For gay employees in many work environments, something as simple as ________blank can cause considerable anxiety.

displaying photos of loved ones on their desks

A set of leader characteristics that reflect a high level of effort, ambition, and tenacity refer to the leader's

drive

Managing diversity well can give a company a competitive advantage by

encouraging greater flexibility and therefore a quicker response to environmental changes.

Which type of power is dominant when a leader is respected for their expertise or knowledge?

expert power

An example of two-way communication is a

face-to-face performance review with your supervisor.

Motivation will be high if any one of the following is high: expectancy, instrumentalities, or total valence of all outcomes.

false

Motivation will be high if any one of the following is high: expectancy, instrumentalities, or total valence of all outcomes.

false

Team cohesiveness, while it contributes to member satisfaction, has shown little benefit to outputs in terms of quality or productivity.

false

The Garden State Manufacturing Company is attempting to coordinate activities by establishing routines and standard operating procedures that remain in place over time. This is an example of coordination by mutual adjustment.

false

Usually, companies with higher volumes of products tend to offer more varieties.

false

When teams are geographically dispersed, team members tend to experience more trust and less conflict.

false

Strategic leadership is best described as behavior that

gives purpose and meaning to the organization.

Outplacement involves

helping laid-off workers find other employment.

Carl is excited that his engineering staff will soon be very busy, in fact overloaded, with new project work. He immediately begins to review options for addressing his labor deficit, including

hiring new employees, promoting current employees to new positions, and outsourcing work to contractors.

Cecilia and Ramon are both floor supervisors. They have been noticing problems with one of the production lines and have set a meeting between just the two of them to discuss possible solutions. This is an example of ________blank communication.

horizontal

Strategic alliance partners must pay the most attention to the ________blank the partnership.

human relationships in

According to leader behavior research conducted at Ohio State and Michigan, the ideal leader

is both performance- and maintenance-oriented.

Garner has decided to start using the situational leadership approach he learned about last month. He likes the idea of a leader adapting his or her leadership style depending upon the ________blank and ________blank of the follower in a specific situation. The former refers to the follower's skills and technical knowledge relative to the task being performed. The latter refers to the follower's self-confidence and self-respect.

job maturity; psychological maturity

Good upward communication is important because it helps ________blank understand what is happening in the company.

managers

Higher-level managers who help ensure that high-potential people are introduced to top management and socialized into the norms and values of the organization are called

mentors

Which of the following is a skill that will help prevent team failure?

negotiating goals that everyone can support

Beatrice and Sally have been assigned to a product development team. During the first meeting they are given a letter from the CEO telling them the goals and boundaries of the team. Beatrice and Sally begin discussing the project with the project manager, Lillian. However, Beatrice is having a hard time understanding the conversation because another member (Scott) will not stop interrupting and talking about things that are unrelated to the project. Scott's comments and interruptions could be considered

noise

Over time, Annika's team has developed a set of beliefs about how group members should act during meetings. These beliefs are group

norms

The benefits of teams are reduced when they are

not allowed to make important decisions.

In order to listen effectively, you should

not get bogged down in all the facts and details.

Allowing people to ________blank tends to generate goals that people accept and pursue willingly.

participate in setting their goals

According to McClelland, when the need for power is used as a negative force it is called ________blank power when it is expressed through the aggressive manipulation and exploitation of others.

personalized

Increasing expectancies, identifying ________blank outcomes, and making performance instrumental toward positive outcomes are all managerial implications of the expectancy theory.

positively valent

Dwayne, project manager for MaxBuild Construction, reprimanded his superintendent, "Trip, I'm going to have to write you up for not properly securing yourself on that elevated work site. I've written up others, and the crew will be watching to see what I will do." Trip replied, "C'mon, Dwayne! I've been up there dozens of times, and we're on a tight schedule. There's no time to fool with every safety procedure!" In writing up Trip as he did other employees, Dwayne was implementing

procedural justice.

Management by Objectives (M B O)

process in which objectives set by a subordinate and a supervisor must be reached within a given time period. •Avoids biases and measurement difficulties of trait and behavioral appraisals. •Employee likely to understand and be more committed to reaching objectives.

Which of the following is one of the basic functions of a performance appraisal?

providing managers with information to make administrative decisions

Firms need policies for ________blank inclusivity, which can include allowing employees to maintain certain appearances or wear certain attire for faith-based reasons.

religious

Joan is concerned with her annual bonus, so she complies with the working hours her boss requests of her. Joan is complying based on her boss's ________blank power.

reward

Email is most appropriate for

routine messages.

Anne has found that Justin works much harder when he is on a team. Anne thinks the ________blank causes Justin to be concerned with maintaining a positive self-image.

social facilitation effect

PowerSounds Incorporated is a manufacturer of audio equipment. The corporation has production, marketing, accounting, and finance departments. They have a department that makes speakers, turntables, and accessories for professional DJs, and a department that produces equipment for home use. Marlena works in the production department manufacturing speaker components. She reports to the production manager and her project manager. Emmanuel works in the accounting department and also manages public relations. The organization requires all the employees to wear the corporation's T-shirt as part of the uniform. There are also specific procedures that the employees must follow while manufacturing the instruments. It can be inferred that Emmanuel is working in

staff department

Melissa is the HR manager for her organization. Her job description is to train, support, and discipline the members of the HR department. Melissa's position is best described as one of ________blank leadership.

supervisory

Narrow spans of control build ________blank organizations.

tall

Fewer mistakes are made and fewer problems arise with two-way communication than with one-way communication.

true

For managers, listening is critical, and failure to listen not only causes managers to miss good ideas but can even drive employees away.

true

If used properly, teams can be powerfully effective as a building block for organization structure.

true

In leadership, charisma can be used positively or negatively.

true

In the present organizational setup, having a vision for the future and communicating that vision to others are known to be essential components of great leadership.

true

Performance appraisals serve two purposes: administrative and developmental.

true

Sexual harassment falls into two categories: quid pro quo harassment and hostile environment.

true

Strategies and structures are based on the firm's core capabilities, its strategic alliances, its ability to learn, and its ability to engage all the people in the organization in achieving its objectives.

true

Teams should be empowered, or they will revert to making safe, traditional decisions.

true

The chief executive officer and chief financial officer of the Blue Willow Food Service Corporation must personally certify that the company's financial statements are accurate. This is an example of corporate governance in action.

true

Level 5 leadership:

•A combination of strong professional will (determination) and humility that builds enduring greatness.

Concurrent engineering:

•A design approach in which all relevant functions cooperate jointly in a maximum effort aimed at producing high-quality products that meet customers' needs.

Autocratic leadership:

•A form of leadership in which the leader makes decisions on his or her own and then announces those decisions to the group.

Democratic leadership:

•A form of leadership in which the leader solicits input from subordinates.

Mechanistic organization:

•A form of organization that seeks to maximize internal efficiency.

Goal-setting theory:

•A motivation theory stating that people have conscious goals that energize them and direct their thoughts and behaviors toward a particular end.

Customer relationship management (C R M):

•A multifaceted process focusing on creating two-way exchanges with customers to foster intimate knowledge of their needs, wants, and buying patterns.

Charismatic leader:

•A person who is dominant, self-confident, convinced of the moral righteousness of his or her beliefs, and able to arouse a sense of excitement and adventure in followers.

Situational approach:

•A perspective proposing that universally important traits and behaviors do not exist and that effective leadership behavior varies from situation to situation.

Teaming

•A strategy of teamwork on the fly, creating many temporary, changing teams.

Needs assessment:

•An analysis identifying the jobs, people, and departments for which training is necessary.

Total quality management (T Q M)

•An integrative approach to management that supports the attainment of customer satisfaction through a wide variety of tools and techniques that result in high-quality goods and services.

Monolithic organization:

•An organization that has a low degree of structural integration—employing few minority group members—and thus has a highly homogeneous employee population.

Union shop

•An organization with a union and a union security clause specifying that workers must join the union after a set period of time.

Organic structure:

•An organizational form that emphasizes flexibility.

Responsibility:

•Assignment of a task that an employee is supposed to carry out.

Delegation

•Assignment of new or additional responsibilities to a subordinate.

Ordinary capabilities:

•Basic administrative and operational functions needed.

Strategic leadership

•Behavior that gives purpose and meaning to organizations, envisioning and creating a positive future.

Supervisory leadership

•Behavior that provides guidance, support, and corrective feedback for day-to-day activities.

Assignments

•Building something from nothing. •Fixing or turning around a failing operation. •Taking on a project or task force. •Accepting international assignments.

The best leaders:

•Challenge the process. •Inspire a shared vision. •Enable others to act. •Model the way. Encourage the heart.

Creating self-contained tasks:

•Changing from a functional organization to a product or project organization and giving each unit the resources it needs to perform its task.

Job Rotation:

•Changing from one task to another to alleviate boredom.

Hygiene factors:

•Characteristics of the workplace, such as company policies, working conditions, pay, and supervision, that can make people dissatisfied.

Selection

•Choosing from among qualified applicants to hire.

Lateral leadership:

•Colleagues at the same hierarchical level are invited to collaborate and facilitate joint problem solving.

Vroom model:

•Emphasizes the participative dimension of leadership.

Standardization

•Establishing common routines and procedures that apply uniformly to everyone.

Accountability

•Expectation that employees will perform a job, take corrective action when necessary, and report upward on the status and quality of their performance.

Creating slack resources:

•Extra resources on which organizations can rely in a pinch so that if they get caught off guard, they can still adjust.

Motivators

•Factors that make a job more motivating, such as additional job responsibilities, opportunities for personal growth and recognition, and feelings of achievement.

Motivation

•Forces that energize, direct, and sustain a person's efforts.

Law of effect:

•Formulated by Edward Thorndike in 1911, stating that behavior followed by positive consequences will likely be repeated.

Job Enlargement:

•Giving people additional tasks at the same time to alleviate boredom.

Autonomous work groups:

•Groups that control decisions about and execution of a complete range of tasks.

Self-designing teams:

•Have responsibilities of autonomous work groups, plus control over hiring, firing, and deciding what tasks members perform.

Development:

•Helping managers and professional employees learn the broad skills needed for their present and future jobs.

The Impact of Worker Dissatisfaction

•Higher turnover. •Higher absenteeism. •Less good citizenship. •More grievances and lawsuits. •Strikes. •Stealing, sabotage, and vandalism. •Poorer mental and physical health. •More injuries. •Poor customer service. •Lower productivity and profits.

Coordination by Plan:

•Interdependent units are required to meet deadlines and objectives that contribute to a common goal.

Participative management:

•Involving employees in decision making. •Task forces, study groups, and other techniques are used to foster participation in decisions.

small

•Large organizations can have difficulty managing relationships. •Large organizations are more difficult to coordinate and control. Nimble small firms may outmaneuver big bureaucracies

Big

•Larger size helps create economies of scale. Larger size helps developeconomies of scope.

Transactional leaders:

•Leaders who manage through transactions, using their legitimate, reward, and coercive powers to give commands and exchange rewards for services rendered.

Just-in-time (J I T):

•Manufactures in very small lots and delivers to the next stage of the production process just as they are needed.

Flexible factories:

•Manufacturing plants that have short production runs, are organized around products, and use decentralized scheduling.

Lean manufacturing:

•Operations that eliminate unnecessary steps in the production process and continually striving for improvement.

Hardships

•Overcoming ideas that fail and deals that collapse, confronting others' performance problems, breaking out of a career rut.

Termination

•People sometimes get fired for poor performance. Employment-at-will or termination-at-will means that an employee may be fired for any reason.

Extrinsic reward:

•Reward given to a person by the boss, the company, or some other person.

Norms

•Shared beliefs about how people should think and behave.

Empowerment

•Sharing power with employees, enhancing their confidence in their ability to perform their jobs and their belief that they are contributors to the organization.

Six sigma quality:

•Systematically analyzing work processes to identify and eliminate virtually all causes of defects, standardizing the processes to reach the lowest practicable level of any cause of customer dissatisfaction.

Pseudo transformational leaders:

•Talk about positive change but allow their self-interests to take precedence over followers' needs.

Stretch goals:

•Targets that are particularly demanding, sometimes even thought to be impossible.

Management

•Teams that coordinate and provide direction to the subunits under their jurisdiction and integrate work among subunits.

Small batch:

•Technologies that produce goods and services in low volume.

Managers must stay focused on at least three core players known as the strategic triangle:

•The company itself. •The competition. The customer.

Core capability:

•The knowledge, expertise, or skill that underlies a company's ability to be a leader in providing a range of goods or services.

Employment-at-will

•The legal concept that an employee may be terminated for any reason.

Outplacement

•The process of helping people who have been dismissed from the company regain employment elsewhere.

Filtering

•The process of withholding, ignoring, or distorting information.

Value chain:

•The sequence of activities that flow from raw materials to the delivery of a good or service, with additional value created at each step.

Computer-integrated manufacturing (C I M):

•The use of computer-aided design and computer-aided manufacturing to sequence and optimize multiple production processes.

Staff departments:

•Units that support line departments. •Example: human resources.

Engagement

•When employees invest their physical, mental, and emotional energy into performing their jobs, including working hard and producing, taking initiative, and contributing additional citizenship behaviors.

Social facilitation effect:

•Working harder when in a group than when working alone.

Centralized organizations

•are where high-level executives make most decisions and pass them down to lower levels for implementation.

When self-managed teams reach the point of being truly self-managed, they typically have

greater productivity and lower costs.

According to equity theory, employees compare their outcomes to other employees' inputs..

false

An employee's email in the workplace is privileged information that cannot be used in court cases brought against that person or someone else.

false

Companies have to choose between diversity and financial success.

false

In organizational communication, coaching refers to dialogue with the goal of

helping employees be more effective and achieve their potential on the job.

The best visions are both

ideal and unique.

If the move toward ________blank is simply a harsh, haphazard cost-cutting approach, the result will be chaos, overworked people, and low morale.

lean manufacturing

Among the support activities in the generic value chain is

technology development.

Continuous process:

•A process that is highly automated and has a continuous production flow.

Authentic leadership:

•A style in which the leader is true to himself or herself while leading.

Transformational leader:

•Leaders who motivate people to transcend their personal interests for the good of the group.

Shared leadership:

•People rotate through the leadership role based on which person has the most relevant skills at a particular time.

Training

•Teaching lower-level employees how to perform their present jobs.

The high-involvement organization:

•Top leaders ensure consensus about the direction in which the business is heading by seeking input from their team, middle managers, and sometimes from lower levels.

Line departments:

•Units that deal directly with the organization's primary goods and services. Example: sales.

Risa was placed in charge of developing a new product. However, despite her efforts, the product sales never grew to a sustainable level. What should Risa's supervisor say to Risa?

"Thank you for your efforts on this project. Your next product will be a hit!"

The mechanistic organization emphasizes flexibility and is less rigid than the organic structure.

false

Large organizations are typically ________blank than small ones.

more bureaucratic and less organic

A laissez-faire decision style, in which a leader essentially makes no decisions, leads to

more negative attitudes and lower performance.

A project and development team is defined as a team that

works toward a one-time product, disbanding once the work is completed.

Email, memos, letters, reports, and computer files are all examples of ________blank communication.

written

Dynamic capabilities:

•"Higher-level" strategic capabilities that aid rapid adaptation.

Responsible leadership:

•Leader focuses on decision-making processes and choices that support corporate social responsibility.

Right-to-work:

•Legislation that allows employees to work without having to join a union.

power

•Legitimate: right to tell others what to do. •Reward: controls with valued rewards. •Coercive: controls with punishments. •Referent: compliance based a desire for approval. •Expert: compliance based on gaining from expertise.

Servant-leader

•Serves others' needs while strengthening the organization.

Perception

•The process of receiving and interpreting information.

Layoffs

•The process of separating with an employee for a reason other than cause. Victims of layoffs face all the difficulties of being fired—loss of self-esteem, demoralizing job searches, and the stigma of being out of work.

In monolithic organizations, conflict between groups is

low

Internal factors affecting the wage mix include conditions of the labor market, the cost of living, and collective bargaining

false

Managers should reward employees for multitasking.

false

Alcoholism and drug addiction are disabilities.

true

The most persuasive messages are

B: simple and informative.

Todd, you have a strong management team supporting you, and I applaud your efforts to solicit information, opinions, and preferences from your team, and in seeking consensus in reaching decisions," said Bill. "But sometimes decisions need to be made more quickly, and sometimes your team simply wants you to step up and make certain tough decisions. In other words, a(n) ________blank style of leadership is not always appropriate."

B:democratic

Leaders who use transactional leadership often

B:exchange rewards for services rendered by followers.

Alonzo was very excited. He had been appointed as the leader of a group that would be allowed complete control over all of the decisions to produce a new energy drink. Their group would be responsible for everything from acquiring raw materials to delivering the product to their customers. Alonzo has been assigned to

C: an autonomous work group.

As Danielle deals with her employees, she works with them to set goals that will energize them and direct their thoughts and work behaviors toward a particular end. Danielle is using

C: goal-setting theory.

A personal skill that is very important in the situational approaches to leadership is the ability to

D: perceive the needs and goals of others and adjust your leadership approach accordingly.

Which of the following is true of negative reinforcement?

It involves removing or withholding an undesirable consequence.

organization can often create scale economies and economies of scope, which leads to advantages such as lower operating costs, greater purchasing power, and easier access to capital.

Large

Laissez-faire:

Leadership philosophy characterized by an absence of managerial decision making.

Advantages of Delegation

Leverages managers' energy and talent Helps train and develop effective subordinates Promotes a sense of being a contributing member of the organization

Informal Communication

More unofficial than formal •Provides people with information. •Helps them solve problems. •Teaches them how to do their work successfully. •Grapevine: informal communication network.

Span of control:

Number of subordinates who report directly to a supervisor. •Narrow span: tall organization with many reporting levels. Wide span: flat organization with fewer reporting levels

Denise works as a quality-control inspector on the assembly line for Leprechaun Candies. One day, she encounters a problem: chocolates are rolling off the line with the wrappers inverted such that the company's logo is on the inside of the wrapper. Based on your knowledge of lean manufacturing, what should Denise do?

She should stop the operation immediately and call for help.

Effective Delegation

Step one: define the goal succinctly. Step two: select the person for the task. Step three: ask for subordinate's views about suggested approaches. Step four: give the subordinate the authority, time, and resources to perform the assignment. Step five: review progress at appropriate intervals.

Which of the following is true of personality tests?

They might be seen as discriminatory.

disadvantages of matrix

Unclear responsibilities and competing priorities. Violation of the unity-of-command principle. Accountability difficult to define. Lower employee engagement. Conflict and stress for employees who must manage a dual reporting role. Additional time required for meetings and other communications to coordinate work. Extensive collaboration needed but not always easy to reward.

Reference Checks:

Virtually all organizations contact listed references or former employers and educational institutions to verify information about applicants.

Which of the following statements is true of organizational visions?

Visions can be small or large and can exist throughout all organizational levels.

Lateral Role Relationships

Workflow relationships emerge as materials are passed from one group to another. Service relationships exist when top management centralizes an activity to which a large number of other units must gain access. Advisory relationships are created when teams with problems call on centralized sources of expert knowledge. Audit relationships develop when people not directly in the chain of command evaluate the methods and performances of other teams. Stabilization relationships involve auditing before the fact. Liaison relationships involve intermediaries between teams.

Eldridge was facing the most difficult project management challenge in his career. He would be heading up a team to design a complicated new software application. His team would be a "virtual" team. Thus, his team would

be physically dispersed and typically communicate electronically.

Maslow's Need Hierarchy

esteem social safety physiological

The Hackman and Oldham model links the core job dimensions of skill variety, task identity, and task significance with the ________blank of the work.

experienced meaningfulness

Failure to provide positive feedback for a job well done, resulting in lower motivation thereafter, is an example of a(n)

extinction

Frederick Taylor, known as the father of scientific management, would have considered open-book management to be a very effective managerial tool.

false

Elizabeth has been assigned to a group and they are trying to establish the ground rules for when they will meet and how they will interact. Elizabeth's group is in the ________blank stage.

forming

Rihanna Carpenter, CEO of BlueTone Corporation, announced the new corporate structure, naming Fujio Nakamura VP of the Far East Division, Basri Nassar VP of the Middle East Division, Lena Bauer VP of the European Division, and Pete Jackson VP of the Americas Division. BlueTone Corporation's new structure follows the ________blank approach to build company divisions.

geographic

As Danielle deals with her employees, she works with them to set goals that will energize them and direct their thoughts and work behaviors toward a particular end. Danielle is using

goal-setting theory.

Jordan and Bradley have been on the same team for almost two years. They are friends inside and outside of the organization. Today during a meeting, Bradley said something that Jordan knew was wrong, but Jordan refused to comment. Jordan is most likely guilty of ________blank in this situation.

groupthink

Teamwork often fails when individuals

have not considered what they bring to the team and neglect to bring out the best in others.

If the region or country where a company is located is experiencing a labor shortage, what should the company's management do?

increase training budgets

The matrix form of organizational structure

involves dual reporting relationships.

he matrix form of organizational structure

involves dual reporting relationships.

Avoiding discrimination and harassment are concerns for many underrepresented groups, but ________blank employees are also particularly concerned about obtaining benefits for spouses or domestic partners, as well as feeling free not to be secretive about who they are.

lesbian, gay, bisexual, transgender, queer or question

An effective option for employers considering downsizing is replacing full-time employees with

less expensive part-time or temporary workers.

A failure of ________blank can result in products going out of stock and consumers choosing alternatives.

logistics

Organizations at the very-high-volume end of the scale use continuous process technologies by relying on

machines and/or computers to do all the work.

Janice works to achieve the goals she sets for herself. Pansy works to earn money. Jed works to earn his employer's praise. These three different reasons for working all fall under the general category of

motivation

Janice works to achieve the goals she sets for herself. Pansy works to earn money. Jed works to earn his employer's praise. These three different reasons for working all fall under the general category of

motivation.

According to the Hackman and Oldham model of job design, which of the following is not a core dimension of enriched jobs?

negative reinforcement

Alberto wants to let all of his customers know his shop will close early on Saturday due to the holiday. His email to his customers is an example of ________blank communication.

one-way

The new CEO stood in front of the entire organization. "We are going to start a new day for this organization. Each week I will share with you the information that has previously been held by only the upper management of this company. I want each of you to know how we are doing and where we are headed." This is an example of

open-book management.

A personal skill that is very important in the situational approaches to leadership is the ability to

perceive the needs and goals of others and adjust your leadership approach accordingly.

Downsizing in organizations refers to the planned elimination of

positions or jobs.

Fiona is very charismatic and persuasive. People follow her because they want her approval. This is an example of ________blank power.

referent

Which of the following sources of power is most dominant when a leader is followed due to his or her charisma?

referent power

Mikela has been promoted to lead her department. She wants to gain support and trust; therefore, she should focus on setting a shared vision and

scoring collective quick wins.

Fresh Catch, a small, popular chain of seafood restaurants, wishes to hire a new general manager to oversee a local restaurant's day-to-day operations. The company human resources (HR) manager posts an advertisement in the local newspaper stating, "General manager wanted for a fast-paced, award-winning seafood restaurant. Applicants must have three years' experience in a comparable restaurant managing a large staff and ensuring the satisfaction of diners." In addition to making inquiries through industry contacts, the HR manager places the ad on the company's bulletin board and intranet. The HR manager then develops a pool of prospective candidates for the position and chooses from the pool of candidates when making decisions on whom to hire. The HR manager requires all applicants to provide three references. By choosing from the pool of candidates and making decisions about whom to hire, the HR manager is involved in

selection

A real team differs from a working group in terms of

the purpose of achieving performance improvements.

Transnational teams tend to be ________blank teams.

virtual

Ted's manager told him, "This project management role will be a real stretch for you. One of the challenges will be communicating effectively with your project team because many of them live in different countries and different time zones around the globe. Indeed, you certainly have a ________blank team."

transnational

According to the Hackman and Oldham model of job enrichment, people will perform better when they feel responsible, their job has meaning, and they know how well they are performing.

true

Employees who function poorly in ambiguous, and sometimes conflict-ridden, circumstances may not thrive in a matrix organization.

true

Employment-at-will means that an employee may be terminated for any reason

true