MGMT Test 3 (over 100 except last one and 400)
Organizations using a matrix structure A. centralize authority into a single person. B. utilize teams or workgroups with few lines of authority. C. establish a hierarchy in which employees report to only one supervisor. D. contain two command structures, in which some people report to two bosses. E. contain multiple overlapping command structures, in which all employees report to three or more managers.
D. contain two command structures, in which some people report to two bosses.
Raul, a salesperson for the Lovely Landscapes landscaping company, is working with a longtime customer who is interested in either cutting back on the services or getting a better price due to the tight economy. Raul tells his manager, "I want to take care of the customer with the best value. So what do you think is the best package to offer in this situation?" Raul and his manager are trying to utilize the A. mechanistic design. B. focused spending approach. C. streamlined design. D. contingency design. E. boundaryless approach.
D. contingency design.
John, the owner of a lawn care service, likes to meet with his employees six months after their yearly evaluation to discuss how they are progressing on suggestions on and plans to improve their yearly job evaluation. At this point, by comparing the six-month results with the past evaluation, John is in the ______ steps of the planning/control cycle. A. organizing B. planning C. observation D. control E. termination
D. control
Alicia, a district manager for a global retailer, is traveling to different stores in her district to discuss with store managers how to increase profitability for the rest of the fiscal year. What is Alicia doing? A. forecasting the planning/control cycle B. eliminating the planning/control cycle C. researching the planning/control cycle D. controlling the direction of the planning/control cycle E. avoiding the planning/control cycle
D. controlling the direction of the planning/control cycle
After struggling with the accounting training, Peter is unsure whether he can complete the end-of-year financial reporting with no errors in the time allotted. In this case, Peter is low on the ______ element of expectancy theory. A. performance B. instrumentality C. valence D. expectancy E. outcomes
D. expectancy
It has been two years since any employee has received a bonus at Tech Outlet, and the possibility of getting one no longer seems to motivate employees. In this case, management has inadvertently applied A. intrinsic motivation. B. negative reinforcement. C. punishment. D. extinction. E. expectancy.
D. extinction.
As owner and senior accountant at a tax preparation firm, Mark is changing the work schedule of all employees, including managers and accountants, for the months of March and April, the company's busiest time. He is requiring everyone to work on weekends, just as he has during the tax-preparation season for the last ten years. Mark should expect that his employees will be A. terribly upset but not quit. B. terribly upset and will quit. C. moderately upset but not willing to quit. D. hardly upset or not upset at all. E. moderately upset and complain.
D. hardly upset or not upset at all.
According to Festinger, how people deal with cognitive dissonance depends on three factors. Which are the correct three factors? A. situation, self-awareness, and control B. decision making, situation, and bias C. control, bias, and personality D. importance, control, and rewards E. personality, decision making, and judgment
D. importance, control, and rewards
Research shows that simplified jobs lead to all the following except A. low sense of accomplishment. B. poor mental health. C. job dissatisfaction. D. increased productivity. E. low personal growth.
D. increased productivity.
Ana Maria believes that she controls her own destiny. She is a rather shy person who is extremely dependable and responsible, and her coworkers respect her greatly. Ana Maria has a(n) ______ locus of control and would rate high on the _______ dimension of personality. A. external, extroversion B. positive, emotional stability C. unstable, openness to experience D. internal, conscientiousness F. neutral, agreeableness
D. internal, conscientiousness
Quality Paper Products utilizes a structure that includes functional divisions, such as accounting and production, and a divisional chain of command, such as the home products and office divisions. For example, Mariana, a salesperson, reported to both her sales manager and the office products manager when she first started working on the city of Springfield account. Quality Paper Products has a A. modular structure. B. geographic-divisional structure. C. hollow structure. D. matrix structure. E. team-based approach.
D. matrix structure.
An innovative change involves ______ complexity, cost, and uncertainty. A. minimum B. extreme C. no D. moderate E. hidden
D. moderate
According to Herzberg's two-factor theory, in the zone between the motivating factors and the hygiene factors, employees are A. stagnant. B. satisfied. C. unmotivated. D. neither satisfied nor dissatisfied. E. dissatisfied.
D. neither satisfied nor dissatisfied.
The management of Quality Carpet Cleaning finalized the company's action plan for increasing its market share over the next few years. The management then set up a 12-month plan that defines how the organization will conduct its business based on the action plan, including clear sales targets for each week. The second plan is an example of a(n) _____ plan. A. strategic B. dependent C. tactical D. operating E. facilities
D. operating
Job satisfaction results in stronger ______ and lower levels of ______. A. motivation; life satisfaction B. perceived stress; life satisfaction C. perceived stress; absenteeism D. organizational commitment; perceived stress E. job involvement; work-life balance
D. organizational commitment; perceived stress
José has a summer job hand-dyeing shirts that will be sold on the boardwalk. He is paid $5.00 per shirt. José is being paid on a ______ compensation plan. A. profit-sharing B. bonus C. pay-for-knowledge D. pay-for-performance E. gainsharing
D. pay-for-performance
When Jacqueline interviewed for a position as a computer programmer, she was asked to take a test on a particular programming language. Jacqueline took a(n) ______ test. A. personality B. aptitude C. capability D. performance E. ability
D. performance
According to the acquired needs theory, the desire to influence others is part of the need for A. achievement. B. self-actualization. C. relatedness. D. power. E. affiliation.
D. power
To ________, Ricco, an HR manager, used reports from the U.S. Bureau of Labor Statistics and the U.S. Census Bureau for information about his industry's labor pool in his geographic area. A. recruit from inside the organization B. analyze human capital C. perform a job analysis D. recruit from outside the organization E. develop an affirmative action program
D. recruit from outside the organization
Steve, a hotel general manager, has had great success using MBO. Hannah, his district manager, has found that Steve's employees are highly motivated. Because Steve _________, Hannah is able to discern that he is using MBO. A. uses the Outward Theory that proposes discussing issues in open meetings B. is big on discipline C. gives few compliments, but is very honest with his employees D. rewards his employees with compliments, raises, and other benefits as they meet their goals E. has increased training
D. rewards his employees with compliments, raises, and other benefits as they meet their goals
An accounting firm reimburses employees for tuition and fees if they complete job-related coursework with a B or better. The accounting firm's tuition-reimbursement policy helps its employees meet their _______ needs. A. safety B. physiological C. esteem D. self-actualization E. love
D. self-actualization
Which of the following is not a symptom of negative stress? A. hostility B. alcohol abuse C. heart attack D. slurred speech E. insomnia
D. slurred speech
With setting SMART goals, you should choose only a few goals on which to focus. These goals should be results-oriented and A. support the company's diversity plan. B. keep employees happy. C. align with the beliefs of the local community. D. support the organization's vision E. meet low cost goals.
D. support the organization's vision
Routine tasks and paperwork, as well as jobs that help your subordinates grow, are A. tasks that should not be delegated, according to Maslow. B. tasks that should be delegated, according to Maslow. C. tasks that a manager should never delegate, according to Frank Gilbreth. D. tasks that a manager should delegate, according to Odette Pollar. E. tasks that a manager should not delegate, according to Odette Pollar.
D. tasks that a manager should delegate, according to Odette Pollar.
Tom and his family have developed a successful business selling a liquid spray fertilizer to farmers. The fertilizer consists of rich, organic, composted material. Recently NuBreed Seed, a national seed company, has been marketing a powdered chemical fertilizer to its customers; NuBreed's fertilizer is less expensive than Tom's product. NuBreed's efforts are an example of the ___ in Porter's model for industry analysis. A. power of the suppliers B. buyers' negotiating influence C. threats of new ideas D. threats of substitute products and services E. competitive rivalry among competitors
D. threats of substitute products and services
Typically, operational control is accomplished through reports issued _____. daily monthly annually weekly randomly
Daily
______ proposed people were driven by the three innate needs of competence, autonomy, and relatedness.
Deci and Ryan's self-determination theory
What is the first step in identifying "good attitude" behaviors?
Define what a good attitude is.
The PDCA cycle is part of _____. applying the RATER dimensions Deming management Six Sigma statistical process control management by exception
Deming management
After identifying the knowledge, skills, attitudes, and other characteristics that impact your current performance, what is the next step?
Determine which concepts are relevant for developing your KSAOs
Being placed on suspension or temporary leave as a consequence of poor performance is an example of which human resource management action?
Discipline
______ occurs when people are hired or promoted, or denied hiring or promotion, for reasons not relevant to the job. Bullying Affirmative action A hostile working environment Quid pro quo Discrimination
Discrimination
What are reasons for the pay gap between women and men?
Discrimination against women Women's care for children and family membersw
__________ treatment results when employees from protected groups are intentionally treated differently.
Disparate
Which managerial behaviors can cause stress for employees?
Disregarding employees' opinions Acting unethically Asking too much from employees
______ represent(s) all the ways people are unlike and alike. Lifestyle Background Dimensions Diversity Conditions
Diversity
Which of the following are the suggested methods to deal with bullying?
Do not strike back. Get others on your side. Document bullying behaviors.
Monique is preparing for an upcoming interview. She is not really sure where to start. She has heard that it is best to just relax, get a good night's sleep, and walk in confident. As she is telling you all of this, you are thinking of how to respond. Which of the following would be good advice to give Monique?
Do your homework on the company, search their website and prepare smart questions to ask.
Allie has a degenerative eye disease that is causing her to gradually lose her eyesight. When Allie asked her employer, TrueBlue Fashions, to purchase a low-vision computer for her use at work, she was fired. TrueBlue Fashions has violated the A. Occupational Safety and Health Act (OSHA). B. Patient Protection and Affordable Care Act. C. Family and Medical Leave Act. D. Privacy Act. E. Americans with Disabilities Act (ADA).
E. Americans with Disabilities Act (ADA).
Compared to internal recruiting, which of the following is true of external recruiting? A. It creates the need for multiple recruitments. B. The process is cheaper. C. The pool of talent is more limited. D. It encourages greater employee loyalty. E. The process is more expensive and takes longer.
E. The process is more expensive and takes longer.
Which of the following is the most common drug of abuse? A. tranquilizers B. marijuana C. prescription pain medication D. methamphetamine E. alcohol
E. alcohol
People with ______ exhibit less anxiety, greater motivation, and stronger expectations that effort leads to performance. A. an external locus of control B. high self-efficacy C. low self-efficacy D. high self-monitoring E. an internal locus of control
E. an internal locus of control
Susanne, the CEO of a national IT manufacturer, was approached by Simple Phones, a new company that is marketing a new type of phone, to partner with the company on a project. The results of the partnership are uncertain because the company (Simple Phones) and its technology are new. Susanne is uncertain what to do because she is limited by numerous constraints, such as the uncertainty and complexity of the technology, the management success of Simple Phones, and time (because other companies are interested in the partnership). Susanne is experiencing A. a bounded dilemma. B. an ethical dilemma. C. limited scope. D. groupthink. E. bounded rationality.
E. bounded rationality.
Instructor Services is a technology company that offers many IT services in highly populated southern Ohio. The company's services and products include computer training, support, monitoring, repair, network design, virus removal, and software upgrades. It even sells refurbished computers. The source of Instructor Services' strategic position is A. low-profit margin and many customers. B. high-profit margin and few customers. C. broad needs and few customers. D. high-profit margin and many customers. E. broad needs and many customers
E. broad needs and many customers
In using reinforcement, a manager should A. save rewards for weekly or monthly celebrations. B. give all employees the same rewards to ensure fairness. C. reward both desired and undesired behavior. D. avoid using punishment. E. clearly communicate the desired behavior.
E. clearly communicate the desired behavior.
The statement "Drew is slow to return phone calls" reflects the ______ component of an attitude. A. decisional B. behavioral C. affective D. perceptual E. cognitive
E. cognitive
Pedro, CEO of a successful IT company, is constantly reading press releases, ads, and news articles about his competition. He regularly checks information about new competitive products and visits trade shows to study his competition. Pedro is involved in A. TQM. B. environmental observation. C. management by observation. D. corporate spying. E. competitive intelligence.
E. competitive intelligence.
Typically the ________ clause in a union contract is tied to the U.S. Bureau of Labor Statistics' consumer price index (CPI). A. givebacks B. right-to-work C. agency D. union security E. cost-of-living adjustment (COLA)
E. cost-of-living adjustment (COLA)
As an OD consultant, Sharon is designing a survey of employee attitudes to be given to workers at SW Emergency Clinic, a provider of emergency-care services in a low-income neighborhood. In collecting this information, Sharon is conducting the ______ stage of OD. A. unfreezing B. evaluation C. intervention D. refreezing E. diagnosis
E. diagnosis
When using punishment, a manager should A. save reprimands until the end of the workday, or preferably before a weekend. B. ignore undesirable behaviors. C. punish even minor infractions, to appear consistent. D. make sure that other employees witness the punishment. E. do it in conjunction with positive reinforcement.
E. do it in conjunction with positive reinforcement.
Peter, the owner of a local real estate agency, is even more committed to making the used copier, which he recently purchased, work even though it keeps jamming, and his employees have been telling him about other problems they have been having with the copier. The ______ affects Peter's decision making. A. narrow focus bias B. anchoring and commitment bias D. fog effect E. escalation of commitment bias F. framing effect
E. escalation of commitment bias
Organizational dimensions, the outer layer of the diversity wheel, include all of the following except A. union affiliation. B. management status. C. work location. D. seniority. E. ethnicity.
E. ethnicity.
During Lewin's changing stage, managers should A. make employees dissatisfied with the present situation. B. reinforce the desired change. C. reduce the barriers to change. D. encourage employees to exhibit the new change. E. give employees new information, perspectives, and models for behavior.
E. give employees new information, perspectives, and models for behavior.
Employees are likely to see an adaptive change as A. totally unacceptable. B. significantly complex, costly, and uncertain. C. highly threatening. D. moderately threatening. E. least threatening.
E. least threatening.
Joan, a new manager, must enforce sales report deadlines, but her team is struggling. She creates a new system to streamline the process and helps everyone understand why the deadlines are important. On which of the following internal forces is Joan trying to have an impact? A. human resource concerns B. shareholder, customer, and market changes C. social and political pressures D. demographic characteristics E. manager's behavior
E. manager's behavior
Juan, the owner of Quality Catering, is driven by competition. He is very focused on meeting deadlines and quality, and on delivering the results that customers want. He pushes his managers to continually exceed their productivity goals, and he stresses that profits take precedence over employee development and satisfaction. Juan feels "there is not enough time for training." However, his employees are regularly rewarded for their success in meeting company goals. Quality Catering has a(n) ____ culture. A. hierarchy B. target-driven C. adhocracy D. clan E. market
E. market
Elite Coffee and Bakery, a café that offers a relaxing environment to enjoy quality coffees, teas, soups, and other menu items, has a poster in the front of its restaurants that reads, "We will always provide a quality product to help our customers better meet the challenges of their day and always take the time to offer caring service one person at a time." This statement is Elite's A. code of ethics. B. belief statement. C. goals pact. D. management pledge. E. mission statement.
E. mission statement
Daniel teaches sixth grade at a local elementary school. He significantly increased his salary by earning a master's degree in education. Daniel's increased salary is an example of A. a bonus. B. pay for performance. C. gainsharing. D. profit sharing. E. pay for knowledge.
E. pay for knowledge.
The Myers-Briggs Type Indicator is a(n) ______ test. A. ability B. character C. reliability D. performance E. personality
E. personality
While sitting at her desk, Ann is setting goals and deciding how to achieve them. She is A. diversifying. B. delegating. C. controlling. D. synergizing. E. planning.
E. planning
In managing employees under an incentive pay plan, a manager should A. set "stretch" goals that are very difficult (perhaps impossible) to achieve. B. set goals with employees, but then leave them alone to pursue those goals. C. design complex plans that cover all contingencies. D. change the plan frequently to continue to motivate subordinates. E. regularly communicate with employees about the plan.
E. regularly communicate with employees about the plan.
Using 360-degree feedback appraisals makes it more difficult for managers to A. use a forced-ranking system. B. collect anonymous feedback about an employee. C. understand how an employee interacts with clients or customers. D. collect performance information form multiple sources. E. unfairly favor or punish particular employees.
E. unfairly favor or punish particular employees.
Workers who face discrimination in their jobs in the United States are best protected by ______ legislation.
EEO
Workers who face discrimination in their jobs in the United States are best protected by ______ legislation. EEO compensation small business labor OSHA
EEO
Which of the following are approaches to affirmative action that an organization can take to achieve equality of opportunity?
Elimination of prejudicial questions in interviews Active recruitment of a group (traditionally discriminated against) Establishment of minority hiring goals
Irene has always been known to exhibit "grace under pressure". Even when she's under a tight deadline, she appears to be relaxed, confident and in control. Which Big Five personality dimension does this BEST describe?
Emotional stability
classical viewpoint
Emphasis on ways to manage work more efficiently Rational and predictable Neglects psychology -Scientific Management (taylor and gilbreth) -Administrative Management (fayol and weber)
Identify the items that are included in negotiations between management and employees while they are engaged in collective bargaining.
Employee benefits Working conditions Job security Employee compensation
_____ is defined as an individual's involvement, satisfaction, and enthusiasm for work.
Employee engagement
Which statements about employee engagement are true?
Employee engagement tends to improve corporate-level financial performance. Employee psychological well-being tends to increase customer satisfaction.
What tend to happen in a positive diversity climate?
Employees are loyal to the organization. The organization performs well. Employees have a sense of psychological safety.
What are the advantages of soliciting referrals from employees?
Employees know the qualifications of the person they recommend. Employees are careful about who they recommend. Employees are familiar with the job requirements.
Why did W. Edwards Deming consider performance appraisals to be damaging in comparison with performance management?
Employees remember only the negative parts of their appraisal.
Which of the following is a frequent barrier to effective measurement? Communication is bureaucratic. Top executives create the organization's strategy. Employees resist new measurement systems. The organizational culture overemphasizes teamwork. The organizational culture allows too much risk taking.
Employees resist new measurement systems.
Which of these are resources for external recruiting?
Employment agencies Social networks College job placement Recruitment firms
______ means that anyone can be dismissed at any time for any reason at all, or for no reason. Capricious dismissal Quid pro quo Nonrational dismissal Employment at will Fair termination
Employment at will
According to Mintzberg, what are two of the decision-making roles of a manager?
Entrepreneur and negotiator
Which of the following is responsible for the enforcement of antidiscrimination and other employment-related laws?
Equal Employment Opportunity Commission
What are strategies managers can use to prevent or address sexual harassment in the workplace?
Establish and distribute a sexual harassment policy. Train supervisors in Title VII requirements. Establish a formal complaint procedure.
______ is the belief that one's native country, culture, language, abilities, or behavior is superior to those of another culture. An ethical dilemma Ethnocentrism Stereotyping Reverse discrimination Diversity
Ethnocentrism
Which of the following is NOT true about the concept of traveling for business?
Exported services include travel, transportation, and computer services, valued at just over $500 billion.
Danielle is considered to be the "life of the party". She's outgoing and gregarious. Which of the following Big Five personality dimensions would BEST describe these characteristics?
Extroversion
Match the Big Five personality dimension with its description.
Extroversion: The extent to which a person is outgoing, sociable and assertive Agreeableness: The extent to which a person is trusting, cooperative, and good-natured Conscientiousness: The extent to which a person is dependable, reliable and responsible Emotional stability: The extent to which a person is relaxed, secure and unworried Openness to experience: The extent to which a person is imaginative, curious and broad-minded
Which of these are common methods for conducting job interviews? (Check all that apply.)
Face-to-face Phone call Videoconferencing
Salaried executives, administrative, and professional employees are exempt from over time rules as outlined in the _____.
Fair Labor Standards Act
Which law established a minimum wage for workers, set limits for child labor, and established overtime pay?
Fair Labor Standards Act
During the annual planning meeting, Anastasia, president of a Fortune 500 company, discussed with the upper management the strategic goal of expanding company operations across the globe. This long-term vision by Anastasia is an example of e-commerce.
False
Linda, the human relations manager, is having lunch with Kellyanne, who will be leaving to manage the company office in Hiroshima, Japan. As the bill for lunch comes, Linda asks Kellyanne if she is aware of tipping practices in Japan. Kellyanne says, "Yes, it is 15-20 percent." Linda thanks Kellyanne for the information and notes that she when she was in Europe, she learned that a 10% charge is added only for exceptional service. In both cases, Kellyanne is correct.
False
NAFTA is a trading bloc consisting of the United States, Canada, Panama, and Mexico.
False
True or false: One key advantage to external recruiting is that hiring risks are minimized because job applicants are already known and are familiar with the organization.
False
True or false: When considering the staffing an organization may need, it is better to assume that the organization won't change much.
False
When Juanita meets regularly with her workers to provide encouraging words so that they work hard to achieve the company's goals, she is engaged in the management function of controlling.
False (it would be leading --- motivation)
Controlling is the arranging of jobs, people, and other resources to accomplish tasks and responsibilities.
False (it would be organizing --- arranging)
(T/F) The idea that two or more forces combined create an effect that is greater than the sum of their individual effects is called syncretism.
False (synergy)
True or False: an organization's financial performance (profit and revenue growth) is strongly related to organizational culture.
False- is NOT
What are the benefits of performing an exit interview?
Finding out why an employee is leaving the organization Learning about potential problems in the organization
A local karate studio offers many services: karate lessons to young children (under age 10), judo lessons to preteens, kickboxing courses for teenagers and adults, and self-defense courses for older people. We can say that the studio has achieved _____ because the studio's activities interact and reinforce one another.
Fit
______ refers to the ways a company's activities interact and reinforce one another.
Fit
Sully is a top executive, but he has a troublesome manager. He has heard that this manager is constantly changing his mind about how he wants reports written, what priorities the team is to work on and when they are to submit deliverables. Sully has heard him described as a "flavor of the day" kind of boss. Sully has known this manager for a long time and feels that this manager just needs some guidance and redirection. What should Sully do?
Focus on TQM by listening to and learning from customers and employees to support continuous quality improvement.
____________ is ordering an outcome, when a manager relies on his or her formal authority and power to resolve a conflict, but the needs of the other party are largely ignored. Accommodating Forcing or dominating Problem solving Compromising Avoiding
Forcing or dominating
What is the term for the way individuals perceive their ability to perform across a variety of different situations?
Generalized self-efficacy
Managers can increase overall productivity by increasing the efficiency of all the following except _____. goals labor energy capital materials
Goals
The Human Resources department of Superior Catering conducted a training workshop on setting and achieving organization goals. DeJohn, the store manager of the Miami location, has been working with his managers to set objectives that are clearly defined, focused on achieving specific results, and can be accomplished with a given amount of resources. Which aspect of SMART goals is missing?
Goals should specify the target dates or deadline dates when they are to be attained.
In Herzberg's theory, the _________ factors are the lower-level needs; the ________ factors are the higher-level needs.
HYGIENE; MOTIVATING
Match the type of stressor with its description
Hassles: Simple irritants, such as misplacing things or being overworked Crises: Sudden occasions of terror, such as a tornado or fire Strong stressors: Situations that can dramatically strain a person's ability to adapt, such as frequent migraine headaches Distress: Negative stress that can cause anxiety and illness Eustress: Positive stress that can stimulate better coping and adaptation
Jeanine, the operations manager of an auto dealership, has been redesigning operations. She feels there are many places where the dealership can cut costs to save money. One of these is all the "perks" for customers like free coffee, freshly popped popcorn, and a children's play area. Assume you are the general manager of the dealership (Jeanine's boss) and an advocate of the planning/control cycle, what would you do?
Have Jeanine make the change, compare sales and expenses after a period of time, and see if corrective action is necessary.
Sal needs to figure out how to schedule employees to cover shifts at the hospital during the holidays. He needs to be sure that there are enough doctors, nurses, janitors, receptionists, lab technicians, and radiologists on staff so that any emergency would not put the hospital into crisis mode. Even though billing and intake are not critical to emergencies they also will need coverage. How will Sal figure out how many staff he needs to keep the hospital functional throughout the holidays?
He can use management science
______ proposed that work satisfaction and dissatisfaction arise from different sets of causes. McClelland's acquired needs theory Herzberg's two-factor theory expectancy theory McGregor's Theory X/Theory Y Deci and Ryan's self-determination theory
Herzberg's two-factor theory
Abraham Maslow proposed the
Hierarchy of human needs
People with high rates of self-efficacy, including generalized self-efficacy, tend to have what characteristics?
High job performance Higher rates of motivation
Researchers believe that workplace stress generally affects job performance in which of the following ways?
High levels of stress lead to low performance Moderate levels of stress lead to optimal performance Low levels of stress lead to low performance
Which of these are two important mismatches between education and the workplace?
High-school dropouts and others may not have the literacy skills needed for many jobs College graduates may be in jobs for which they are overqualified
Producing job descriptions and job specifications can help employers avoid which common hiring mistakes?
Hiring people who are underqualified Hiring people who are overqualified
Executives at Breakers Engineering want to let middle managers know that the company is going to be acquired by its largest competitor. Assuming the following are possible, how should executives communicate this? Send a note to all managers. Hold a face-to-face meeting. Post a notice on all bulletin boards. Send an e-mail to all managers. Schedule a conference phone call.
Hold a face-to-face meeting.
The leadership styles of ________ originally included supportive and achievement-oriented and two others, but was more recently revised to include a total of eight styles. Fiedler's contingency model House's path-goal model leader-member exchange model Greenleaf's servant leadership model LMX model of leadership
House's path-goal model
The six areas of organizational control include _____, physical, informational, financial, structural, and cultural. governmental functional material categorical human
Human
_____ management refers to the activities related to planning for, attracting, developing and retaining an effective workforce.
Human resource
______ consists of the activities that managers perform to plan for, attract, develop, and retain an effective workforce.
Human resource management
____________ includes the activities managers perform to plan for, attract, develop, and retain an effective workforce. Contingency planning Job analysis Human resource management Performance appraisal Personnel development
Human resource management
Which of the following are characteristics of a Type A behavior pattern?
Hurried Deadline-focused Competitive
"How high priority is this situation? How believable is the information about the situation? How quickly must I act on the information about the situation?" Managers can use these questions to make decisions about (respectively)
IMPORTANCE, CREDIBILITY, URGENCY
Three factors influence how people deal with the discomfort created by cognitive dissonance. Match each factor with its correct description.
Importance: The extent to which you believe the elements creating the dissonance really matter. Control: The extent to which you have a say in the matters creating the dissonance. Rewards: The extent to which you have a personal stake in the situation.
Select all of the accurate statements regarding organizational support for family demands.
In 2016, 60.7% of two-parent families in the U.S. had two working parents In many households, women still take primarily responsibility for domestic work and childcare
Which of the following is true of informal groups? Informal groups have appointed leaders. A temporary committee is an example of an informal group. Informal groups can advance or undercut the plans of formal groups. Informal groups are primarily created to solve an organizational problem. Members of an informal group are assigned to it by the skills they possess.
Informal groups can advance or undercut the plans of formal groups.
____________ is a change that represents the introduction of a new practice to an organization but one that is not new to the industry. Reactive change Innovative change Proactive change Adaptive change Radically innovative change
Innovative change
Which of the following is considered a disadvantage of internal recruiting?
It creates a vacancy elsewhere in the organization
What is the intended benefit of the forced ranking approach to performance appraisal?
It encourages managers to reward top performers and discipline poor performers.
Over the last two years, an American clothing manufacturer has partnered with a manufacturer in China to make clothes at a cheaper cost. How is this beneficial to both countries?
It is a strategic alliance in which two countries share the risks and rewards of starting a new enterprise together in a foreign country.
What is the current state of drug and alcohol testing among employers?
It is becoming less common
What are reasons that the forced ranking approach to performance appraisal is falling out of favor?
It results in reduced employee performance. The system gets rid of talented as well as untalented people. It creates legal risk due to the perception of bias.
______ is likely to cause a semantic barrier to communication. Rhetoric The grapevine Technology Jargon Gossip
Jargon
__________ is the process of increasing the number of tasks in a job to increase variety and motivation. Job enrichment Job enlargement Job design Job rotation Job development
Job enlargement
Which of the following is an example of an organizational demand that creates job-related stress?
Josh comes home from work each night complaining about the lack of lighting and ventilation in the plant.
Which of the following is a good tip for being an effective writer? Use abbreviations whenever possible. Write in all caps. Keep it simple; use short words, sentences, and phrases. Include as many words on a page as possible to reduce the number of pages. Write and send e-mails without proofreading—everybody is busy.
Keep it simple; use short words, sentences, and phrases.
Which region has the most highly or moderately engaged employees?
Latin America
Match the type of dismissal with its description.
Layoff: Temporary dismissal from an organization, likely due to economic conditions Downsizing: Permanent dismissal, often related to a company-wide reorganization Firing: Permanent dismissal for cause
What interventions are managers advised to adopt to increase employee engagement?
Leadership training Job resource building Health promotion
______ focuses on problem solving and performance improvement, or speed with excellence, of a well-defined project. ISO 9000 Lean Six Sigma Reduced cycle time Benchmarking ISO 14000
Lean Six Sigma
Jillian will be relocating to Singapore in the next six months. Although many people speak English, what would be a good use of her time in the next six months?
Learn the local language.
Myra notices that one of her employees has been wasting time and resources by performing a task incorrectly. Which statement is the most effective form of feedback?
Let me show you a trick that will save you some time and effort.
What is the best method to avoid becoming defensive when receiving feedback?
Let the speaker finish and ask questions afterward.
Which social network is most commonly used for external recruiting?
Which behavior is typical of a person with a good attitude?
Listening closely to your collegue
purpose is to motivate employees- performance that meets the objectives should be rewarded with compliments, raises, bonuses, promotions, or other suitable benefits.
MBO (Management by Objectives)
Sensing vs. Intuitive
MBTI data-gathering preference
Extrovert vs. Introvert
MBTI social interaction attitude
Which negative trait of some leaders is marked by a cynical view of human nature that condones opportunistic and unethical ways of manipulating people, putting results over principles?
Machiavellianism
Which of the following statements about leadership and management is true? Leadership is about coping with complexity. Leadership is more essential than management. Management and leadership are complementary systems of action. Leadership and management are synonymous. Management is about coping with change.
Management and leadership are complementary systems of action.
_______ is about coping with complexity and ______ is about coping with change. Middle management; top management Attitude; perception Perception; attitude Leadership; management Management; leadership
Management; leadership
According to Mintzberg's findings, which statement regarding a manager's communication is TRUE?
Managers rely more on spoken communication, such as telephone calls and meetings, than on written communication.
Which of the following best illustrates the mismatch between education levels and workforce needs in the United States?
Many college graduates are underemployed and working at jobs that require less education than they possess
________ are Mexican manufacturing plants with low labor costs that give special privileges to their American owners in return for employing Mexican citizens.
Maquiladoras
_______ suggested that organizations should be operated as "communities," with managers and subordinates working together in harmony. For example, in a publishing company run as a community, editors, editorial assistants, and publishers would work together to determine which books should be published.
Mary Follett
human relations movement
Maslow and McGregor proposed that better human relations could increase worker productivity cons: assumes worker in intelligent
According to recent research by PriceWaterhouse and MassMutual, which workplace benefits do women tend to value more than men?
Meaningful work Work-life balance Tuition reimbursement
Which is better: mindfulness or multitasking?
Mindfulness is better because you are focusing on one thing until it is completed.
Which of the following is true of racial and ethnic populations in American business?
Minorities tend to have a lower median household income than whites.
What are examples of work-life conflict?
Missing an afternoon at work because you had to pick up your sick child from school Skipping your son's soccer game to attend a work meeting
mission, vision, and value statements
Mission: present, reason for being Vision: future, where we want to go Value: core, identity and reputation
Anita asked one of her employees to analyze the production costs of three new product lines. She asked the employee to provide her with a weekly report on the information with a final summation in six weeks. What step of the performance management process is Anita engaging in when she asks for a weekly report?
Monitor and evaluate performance
According to the Pew Research Center, which statement is accurate regarding predicted trends in the United States during the next few decades?
More women will continue to be hired for top leadership jobs.
______ is defined as the psychological processes that arouse and direct goal-directed behavior. Self-determination Reinforcement Productivity Self-actualization Motivation
Motivation
The _____ is a governmental agency established by the Wagner Act that enforces procedures whereby employees may vote to have a union and for collective bargaining.
National Labor Relations Board
When a pharmacist can't read a prescription because of a doctor's poor handwriting, it can be due to ________, which is defined as any disturbance that interferes with the transmission of a message. transmission interference feedback interpretation noise
Noise
Which two of the following are concerns that a manager should consider when an employee is promoted?
Nondiscrimination Fairness
Which actions should managers take when employees exhibit low self-efficacy?
Nurture self-efficacy by giving constructive pointers and positive feedback Reward small successes
Which of these requires organizations to provide employees with nonhazardous working conditions?
OSH act
Salaried executive, administrative, and professional employees are exempt from ______ rules. ADA EEO Fair Labor Standards Act OSHA overtime
OVERTIME
____________ appraisals, also called results appraisals, are based on facts and are often numerical
Objective
Which legislative act was passed to ensure safe and healthy working conditions for employees?
Occupational Safety and Health Act (OSHA)
Which of the following helps guarantee nonhazardous working conditions for employees? National Labor Relations Board Civil Rights Act Occupational Safety and Health Act Sarbanes-Oxley Act Fair Labor Standards Act
Occupational Safety and Health Act (OSHA)
To BEST support employees who are mothers, what should companies do?
Offer them flexible hours. Give paid family leave.
Which statement about older workers is true?
Older workers are staying in the workforce longer.
Tasha loves to travel, especially internationally. She's always eager to see new places, try new things, and learn about different cultures. Which Big Five personality dimension does this illustrate?
Openness to experience
______ is the personality dimension that describes how intellectual, imaginative, curious, and broad-minded a person is. Inventiveness Openness to experience Inquisitiveness Emotional stability Extroversion
Openness to experience
______ beliefs about a certain group of people are stereotypes. True Critical Unusual Oversimplified Positive
Oversimplified
The ________________ requires employers with more than 50 employees to provide health insurance. Consolidated Omnibus Budget Reconciliation Act (COBRA) Patient Protection and Affordable Care Act Occupational Safety and Health Act Social Security Act Health Insurance Portability and Accountability Act (HIPAA)
Patient Protection and Affordable Care Act
What are appropriate ways to to self-manage?
Pause and take deep breaths. Recognize words, sayings, and situations that trigger your emotions. Recognize your physiological responses to triggers.
What are the types of employee behavior that managers can influence?
Performance and productivity Counterproductive work behaviors Organizational citizenship behavior Turnover and absenteeism
Which of the following is true of performance appraisals?
Performance appraisals occur infrequently.
What intervention to boost employee engagement focuses on "increasing individuals' self-perceived positive attributes and strengths"?
Personal resource building
____________ is (are) defined as those stable psychological and behavioral attributes that give you your identity. Values Attitude Character Individual behavior Personality
Personality
Early behaviorism
Pioneered by Munsterberg, Follett, & Mayo -Munsterbeg = ideal management -Follett = integration of workers/managers -Mayo = happy worker=good worker
Refer to Figure 9.1 and place these steps in the strategic human resource process in the correct order, with the first step listed at the top, and the final step listed at the bottom.
Plan human resources needed Recruit and select employees Orient, train and develop employees Perform appraisals of employees
______ and _____ can help workers focus on critical problems, choices, and opportunities.
Planning and strategic management
Match each bad attitude behavior with its description.
Porcupines: People who give off verbal and nonverbal signals that say, "Leave me alone." Entanglers: People who push their concerns on you and try to get you involved in their interests. Debaters: People who look for a reason to argue even if there isn't one. Complainers: People who problems in a situation but rarely provide any suggested solutions. Blamers: People who point out negatives aimed at particular individuals. Stink-Bomb Throwers: gestures of annoyance, and sometimes yell or slam things.
1. threat of new entry (barriers of entry) 2. suppliers' bargaining power 3. buyers' bargaining power 4. threat of substitutes 5. competitive rivalry
Porter's 5 Forces for industry analysis (Step 2)
_______ is the use of desirable consequences to strengthen a particular behavior. Constructive feedback Positive reinforcement Extinction Intrinsic motivation Negative reinforcement
Positive reinforcement
Which of the following is not a recommended way to manage innovation and change? Don't stomp on new ideas. Have the courage to follow your ideas. Prevent failure at all cost. Give one consistent explanation for the change. Look for opportunities in unconventional ways.
Prevent failure at all cost.
__________ is the tendency for people with strong prior beliefs, when confronted with a choice, to make their decisions based on their beliefs even if their beliefs are false.
Prior- hypothesis basis
The self-fulfilling prophecy is also known as the ______________ effect.
Pygmaliion
Match the type of sexual harassment to the correct description.
Quid pro quo: The person being harassed is in jeopardy of not being hired for a job, obtaining benefits or opportunities unless he or she acquiesces. Hostile environment: The person being harassed does not risk economic harm, but experiences an offensive or intimidating workplace.
Which of these are aspects of social capital?
Reciprocity Mutual respect Trust Teamwork
- establish relationship among employees - establish formal reporting relationships - establish standing plan
3 elements that are caused by organizational architecture
1. 2. 3.
3 levels of control (that mirror planning)
1. position power 2. task structure 3. leader-member relations
3 levels of situational control under fiedler's contingency model
1. feedforward control 2. concurrent control 3. feedback control
3 types of control
A union may ask an employer for official recognition after at least _______ percent of workers have signed authorization cards.
30
As of 2017, benefits accounted for approximately what share of the total compensation offered by private industry?
31%
A ____ feedback appraisal is one in which employees are appraised not only by their managerial superiors but also by peers, subordinates, and sometimes clients.
360-degree
Susan has selected several people, including her peers, supervisors, and clients to anonymously evaluate her performance. After the results are tabulated by a computer, Susan will go over them with her manager and put into place a long-term plan for performance goals. This is an example of a ______ assessment.
360-degree
Research shows that performance declines about ______ percent of the time after receiving feedback.
38
1. inspirational motivation 2. idealized influence 3. intellectual stimulation 4. individualized consideration
4 I's of transformational leadership
1. efficiency 2. product quality 3. responsiveness to customers 4. innovation
4 bases of achieving competitive advantage
1. cognitive abilities 2. interpersonal skills 3. business skills 4. strategic skills
4 basic skills of leaders
1. cultural 2. administrative 3. geographic 4. economic
4 dimensions within CAGE framework that highlight opportunities and risks associated with globalization
1. honest 2. competent 3. inspirational 4. forward-looking
4 key traits in trait approaches to leadership
1. strategic and results-oriented (control systems support strategic plans) 2. timely, accurate, + objective 3. realistic, positive, + understandable 4. flexible
4 keys to successful control systems
1. directive (path-goal clarifying) 2. achievement-oriented 3. participative (group-oriented) 4. supportive
4 leader behaviors described in house's path-goal theory (contingency)
1. customer satisfaction 2. internal processes 3. innovation and improvement 4. financial measures
4 perspectives encompassed in a balanced scorecard
1. coherence (top exes agree on strategy) 2. clarity (communication is clear) 3. goal reinforcement (focus is stronger) 4. behavior reinforcement (culture of teamwork and risk-taking)
4 reasons why measure-managed organizations succeed
1. visible leadership 2. clear roles and accountability 3. candid communication 4. appropriate human resource practices
4 tools to improve strategic execution
1. consideration 2. empowering leadership 3. ethical leadership 4. service leadership
4 types of relationship-oriented leadership
job characteristics model (job design)
5 core job characteristics (skill variety, task identity, task significance, autonomy, feedback) drive 3 psychological states (meaningfulness, responsibility, knowledge)
1. intelligence 2. conscientiousness 3. openness to experience 4. emotional stability 5. positive affect
5 positive task-oriented traits (trait approaches)
Mintzberg found managers often worked minimum ____ hours
50
1. extraversion + 2. agreeableness + 3. emotional intelligence + 4. narcissism - 5. machiavellianism - 6. psychopathy -
6 positive or negative interpersonal attributes (trait approaches)
1. deal with uncertainty and change 2. find errors and irregularities 3. increase productivity, add value, reduce costs 4. find opportunities through trends 5. deal with complexity 6. facilitate teamwork and decentralize decision-making
6 reasons why control is needed
Of all the employees in the world, which percentage are highly or moderately engaged on the job?
62
Of all the employees in the world, which percentage are highly or moderately engaged on the job?62
62
1. engaged with people and businesses 2. realistic 3. few clear priorities and goals 4. emphasize accountability and follow-up 5. reward top performers 6. develop talent and expand capabilities 7. authentic, self-aware, humble, self-mastery
7 essential behaviors of effective managers
What proportion of U.S. organizations use social networks to find new employees?
90%
People who are involved in a chronic, determined struggle to accomplish more in less time have a Type _____ behavior pattern.
A
Organization
A group of people who work together to achieve some specific purpose
Theory X and Theory Y
A motivation theory that suggests that management attitudes toward workers fall into two opposing categories based on management assumptions about worker capabilities and values. Theory X - hit horse with a stick Theory Y - give carrots to a good horse
Which of the following statements about sexual harassment is true? A hostile work environment is characterized by a tangible economic harm. Uninvited hugging or patting someone is not considered sexual harassment. Sexual harassment is defined as occurring between members of the opposite sex. A person who feels he or she must acquiesce to a sexual proposition to keep his or her job is facing a quid pro quo. The organization cannot be sued for sexual harassment as long as its managers did not know about the situation.
A person who feels he or she must acquiesce to a sexual proposition to keep his or her job is facing a quid pro quo.
whats an example of curse of knowledge
A writer with a large vocabulary writes a novel using many words that the average reader cannot understand.
Which of the following is an effective way to deal with change and innovation? A. Have the courage to follow your ideas. B. Offer different explanations for the change to different work groups. C. Innovate by varying existing products that are already on the market. D. Insist on success and punish failure. E. Hold closely to established methods of getting the job done.
A. Have the courage to follow your ideas.
You have an idea for a company that sources fruits from local farms and makes fresh juices on a daily basis. You want to start a subscription-based service in which households within a 100-mile radius subscribe to your plan and receive two gallons of freshly squeezed juice (for example, cherry juice, apple juice, lemonade) twice a week. As you think about starting your business, you ask yourself: How rare is the service I am offering? How valuable is it? Can I organize the company to maximize my advantages in the marketplace? After asking these questions, review and identify which question from VRIO did you forget to ask? A. Is the resource or capability costly for other firms to imitate? B. Is the firm organized to exploit the resource of capability? C. What values should be emphasized? D. Is the resource or capability currently controlled by only a few firms or no other firms? E. Is the resource or capability valuable?
A. Is the resource or capability costly for other firms to imitate?
Which of the following is the best statement of a goal? A. Reduce production errors by 10 percent by the end of the quarter. B. Be late to work less often. C. Get through most of those reports by 9/1. D. Give your very best effort. E. Increase customer satisfaction.
A. Reduce production errors by 10 percent by the end of the quarter.
_______ capital is the economic or productive potential of strong, trusting, and cooperative relationships. This type of capital can help you land a job; a national survey of recruiters revealed that 74% had found the highest-quality applicants through employee referrals. A. Social B. Human C. Personal D. Relational E. Productivity
A. Social
Which of the following is NOT a principal reason for transferring an employee? A. The employee is suspected of illegal behavior. B. The transfer offers an opportunity to broaden employee experience. C. The employee's skills are needed in another part of the organization. D. The employee has personal differences with his or her present boss. E. Giving employees a new challenge can help to maintain their interest and motivation.
A. The employee is suspected of illegal behavior.
Phillip, owner of Technology Sales, said, "We have to focus on our customers and how can we beat the competition, so we have to be flexible." He encourages his R&D department to develop innovative products and focuses on being quick to respond to market changes. Technology Sales has a(n) A. adhocracy culture. B. focused approach. C. market culture. D. clan culture. E. goal-driven agenda.
A. adhocracy culture.
Don knows that one of the reasons people do not return to his electronics store is because of the slow service. How would a SWOT analysis classify the slow service at Don's electronic store? A. as a weakness B. as a threat C. as an opportunity D. as intelligence E. as a strength
A. as a weakness
Because people are uncomfortable with inconsistency between their attitudes and behaviors, they will seek to reduce A. cognitive dissonance. B. causal attribution. C. fundamental attribution. D. a self-serving bias. E. group behavior.
A. cognitive dissonance.
Marie is a small-business owner who loves to take risks. She also enjoys going out and meeting customers and potential clients—the social aspect of her job. Marie relies on intuition and discussions with others to acquire information. As an interior decorator, Marie utilizes her imaginative strengths, taking a broad perspective to problem solving, and she likes to consider many options and future possibilities. Marie's decision-making style is best described as A. conceptual. B. analytical. C. directive. D. behavioral. E. ambiguous.
A. conceptual
At the strategic level of planning, managers must pay attention to the environment outside the organization, be future oriented, and A. deal with uncertain and competitive conditions. B. have less competition. C. have more control over employee issues. D. be more likely to understand the competition. E. have more stability than at other levels.
A. deal with uncertain and competitive conditions.
The increasing diversity of the American workforce, and the fact that people aged 18-34 are more likely to be living with their parents than with a spouse or partner, are both examples of a(n) ______ force for change. A. demographic B. social and political C. market D. political E. economic
A. demographic
After being referred by a friend, Hasina attended a job interview. She didn't feel it went well, but she was surprised when her friend told her the boss didn't like that Hasina had worn her hijab, a traditional headscarf worn by Muslim women. The boss told a coworker after the interview, "Our customers prefer working with Christians." Hasina is a victim of A. discrimination. B. affirmative action. C. favoritism. D. quid pro quo. E. a hostile work environment.
A. discrimination.
Ricardo's sales manager just informed his sales team that all sales in January will earn an extra 5 percent commission. The team gets right to work, being motivated by a(n) A. extrinsic reward. B. physiological need. C. hygiene factor. D. high need for power. E. intrinsic reward.
A. extrinsic reward.
Clint is a branch manager for a large freight company. He has noticed low morale lately, perhaps because of the cramped quarters, stricter policies, and lack of raises this year. According to Herzberg, Clint should first concentrate on A. hygiene factors. B. esteem needs. C. needs for achievement. D. motivating factors. E. growth needs.
A. hygiene factors.
Employees with a(n) ______ locus of control will probably resist close managerial supervision and should probably be placed in jobs requiring high initiative and lower compliance. A. internal B. high C. external D. absent E. low
A. internal
Michele had been working as an executive assistant to the president for nearly 25 years, so when she retired, no one had a good idea of all that her job entailed. Before Michele retired, Sharon sat with her for two weeks to observe her duties and ask her to explain all the functions she performs as executive assistant to the president. Sharon was performing a(n) A. job analysis. B. informal appraisal. C. performance appraisal. D. behavioral-description interview. E. job rotation.
A. job analysis.
Which of the following is a common reason that some women face a glass ceiling? A. lack of mentors B. poor goal setting C. poor financial performance D. inability to motivate others E. inability to produce high-quality work
A. lack of mentors
Carolina's manager notices that she exhibits an internal locus of control when she speaks about her work. Her manager should A. provide incentives such as merit pay or sales commissions B. place Caroline in a highly structured job. C. give Caroline a job that requires high compliance and low initiative. D. give Caroline a job with much social contact with coworkers and customers. E. closely supervise Caroline's work.
A. provide incentives such as merit pay or sales commissions
Ted's manager required him to give up his company car because he had missed sales goals for four consecutive quarters. Ted's manager used A. punishment. B. Positive reinforcement. C. negative reinforcement. D. feedback. E. intrinsic motivation.
A. punishment.
Ted was hiring a new financial analyst, and he had several good candidates. He was leaning toward hiring Akiko, a Japanese American woman, because he thinks Asians are better at math. Ted is exhibiting which distortion in perception? A. stereotyping B. Pygmalion effect C. racism D. self-serving bias E. recency effect
A. stereotyping
Setting a very challenging goal for yourself, such as "I will double the number of hours I study next semester so that I can increase my GPA by at least half a point," can keep you motivated and focused on achievement. This type of goal, which involves pushing yourself beyond what you mind might think is safe is known as a(n) A. stretch goal. B. push goal. C. stress goal. D. increased-state mindset. E. inclining goal.
A. stretch goal
When workers perceive they are being treated fairly on the job, they are most likely to A. support organizational change. B. seek additional education. C. show improved safety practices. D. be a whistle-blower. E. pass up promotional opportunities.
A. support organizational change.
In the Internet Age, retailers like Amazon and Apple are not constrained by physical shelf space and can offer consumers a much wider variety of products; yet small sales, one or two rather than millions of items at a time, can produce big profits. This development is an example of A. the marketplace becoming more segmented and moving toward more niche products. B. China becoming the second-largest economic power. C. instant-gratification shopping. D. the rise of business-to-business technology. E. declining population in developed countries.
A. the marketplace becoming more segmented and moving toward more niche products.
Omar, an OD consultant, is working with members of a cross-functional team to build cohesiveness and practice skills to function better as a team. Omar is conducting the ______ stage of the OD process. A. treatment, or intervention B. evaluation C. changing D. feedback E. diagnosis
A. treatment, or intervention
Jake has a master's degree in psychology, but he is working at a sunglasses cart in the mall. He is currently experiencing A. underemployment. B. the glass ceiling. C. attribution. D. reverse discrimination. E. overemployment.
A. underemployment.
Studies exploring nurses' perceptions about using PDAs in their daily patient practice found initial resistance, with some nurses concerned about the cost and short technological life cycle of these devices. As part of the __________ stage of change, the nurses' managers try to instill in them the motivation to change, encouraging them to let go of attitudes and behaviors that are resistant to innovation. A. unfreezing B. thawing C. freezing D. change E. refreezing
A. unfreezing
Match the type of employment test with its description. Instructions
Ability Test: Measure factors such as strength, stamina, mechanical aptitude and cognitive skills Performance tasks: measure an applicant's work tasks personality tests: measure characteristics such as sociability, emotional stability, and independence Integrity test: assess attitudes and experiences a person's honesty, dependability, and trustworthiness.
Which terms describe good performance expectations?
Achievable Specific
Match the two types of workplace discrimination to the correct description.
Adverse Impact: An organization uses an employment practice or procedure that results in unfavorable outcomes to a protected class. Disparate Treatment: Employees from protected groups are intentionally treated differently.
A California software firm was growing rapidly and hiring frequently, but primarily focused on campus recruiting at UC Berkeley and Stanford. When one older candidate did not get an interview after a phone screening, he went to the company's website and noted all of the young people in charge. He filed a discrimination lawsuit based on which law? Americans with Disabilities Act Civil Rights Act Age Discrimination in Employment Consolidated Omnibus Budget Reconciliation Act (COBRA) Sarbanes-Oxley Act
Age Discrimination in Employment
What legislation prohibits discrimination against the disabled and requires organizations to provide reasonable accommodation for an individual's disabilities?
Americans with Disabilities Act (ADA)
The human brain is wired to do which of the following after receiving feedback?
Amplify feelings of anger, guilt, or shame Highlight past losses and failures
Which situations are examples of turnover?
An employee retires at age 65. An employee resigns and accepts a different job with better pay. An employee is fired for stealing from the cash register.
Which strategy for receiving feedback is least likely to activate emotional triggers?
Ask for small doses of feedback while you work.
A performance appraisal is likely to contain which two of the following types of information?
Assessment of performance Performance feedback
______ ratios can help an organization to detect if it has obsolete or excessive inventory on hand. Liquidity Asset management Activity Debt management Return
Asset Management
Which of the following is not a factor to help achieve team cohesiveness? Encourage members' interaction and cooperation. Assign a large team of 16 to 20. Ensure performance standards are clear, and regularly update members on team goals. Emphasize members' common characteristics. Give each member a stake in the team's success, or a "piece of the action."
Assign a large team of 16 to 20.
In regard to decision making, which of the following statements reflects what research has found? A. Individuals acting alone always make better decisions than groups. B. Groups make better decisions than most individuals acting alone. C. There has not been any research showing that either individuals acting alone nor groups make better-quality decisions. D. Group decisions are seldom better than individual decisions. E. Groups tend to be less productive than the best individuals working on any specific project.
B. Groups make better decisions than most individuals acting alone.
To understand your own values, you should A. take a course on value creation and definition. B. articulate them in writing and test them through daily decision making C. focus on cutting costs while improving quality. D. understand how ethics differs from legal requirements. E. write a strong marketing plan that will help you achieve your desired profit level.
B. articulate them in writing and test them through daily decision making
Using self-determination theory to motivate employees at Cloud9, a data storage company, the vice chair makes 10-20 phone calls a day to thank special employees "caught doing something right." The vice chair is fulfilling her employees' ______ needs. A. love B. competence C. equity D. autonomy E. relatedness
B. competence
Which of the following is NOT a characteristic of a successful incentive pay plan? A. regular communication with employees about the incentive plan B. complex and comprehensive rules C. simplicity D. clear and realistic goals E. consistency with the organization's existing goals
B. complex and comprehensive rules
________ is the primary reason for an organization to adopt planning and strategic management. A. Providing direction and momentum B. develop a sustainable competitive advantage C. Encouraging new ideas D. Increasing organization diversity E. Developing MBO
B. develop a sustainable competitive advantage
Matt is frequently nervous, tense, and worried, both at work and at home. He likely scores low on which of the Big Five personality dimensions? A. openness to experience B. emotional stability C. extroversion D. self-monitoring E. conscientiousness
B. emotional stability
Roberta, the computer department manager at IT Mart, is considering whether to use a group to develop a plan to help employees sell extended warranties on technology sales. Roberta should consider having the group make this decision if A. the decision making group is exceptionally large. B. it will increase acceptance of the plan C. group members are not knowledgeable and need to learn more. D. group members are overly confident about decision making. E. time is of the essence.
B. it will increase acceptance of the plan
Which of the following jobs are least likely to be taken over by automation? A. clerical jobs B. knowledge-work jobs that require creativity and problem solving C. assembly-line jobs D. jobs that require unskilled labor E. bookkeeping jobs
B. knowledge-work jobs that require creativity and problem solving
Carol really doesn't like her new boss and is not happy with the new tasks she's been assigned and the long hours she's been working. Still, she truly believes in what the company is trying to accomplish. Carol has A. poor job performance. B. low job satisfaction. C. poor job enrichment. D. low organizational commitment. E. low job involvement.
B. low job satisfaction.
As a sales manager, Danyce is conducting performance appraisals for her team members. To do so, she tracks each person's sales calls, amount of sales, and revenues on a quarterly basis. Danyce is using a(n) ______ system of appraisal. A. 360-degree B. objective C. trait D. subjective E. behavioral
B. objective
Sue is very aggressive at her job, and her coworkers complain that she often manipulates them and her boss in order to get ahead. She attempts to direct everything and everyone, regardless of the consequences to others or even the organization itself. Sue is expressing what type of need for power? A. institutional B. personal C. autonomous D. organizational E. legitimate
B. personal
Links Cable Network has decided to offer a one-hour appointment window for customers needing installation or repair of its service, which will require the company to have several technicians on call. Links hopes this practice will give it an advantage over the competition, none of which have adopted such a practice. Links Cable Network is introducing a(n) ______ change. A. adaptive B. radically innovative C. reactive D. innovative E. active
B. radically innovative
When Jason became one of three final candidates for a managerial position with a large pharmaceutical company, the hiring manager scheduled a special meeting with him. The two talked about the stressful deadlines and heavy travel required of the position, as well as the compensation and benefits. Jason appreciated that the hiring manager took the time to provide a(n) A. unstructured interview. B. realistic job preview. C. behavioral-description interview. D. performance appraisal. E. situational interview.
B. realistic job preview.
Because she beat her goal this year by nearly 30 percent, Lori has been telling everyone in the sales department of her incredible skill as a salesperson. But last year when she didn't even reach her goal, she said her failure was due to the poor economy. Lori provides an example of A. selective perception error. B. self-serving bias. C. the halo effect. D. a self-fulfilling prophecy. E. fundamental attribution bias.
B. self-serving bias.
Tech Geeks, a sole proprietorship that uses contract labor, has all of its authority centralized in a single person (the owner), a flat hierarchy, few rules, and low work specialization. Tech Geeks is an organization with a A. hollow structure. B. simple structure. C. team-based design. D. horizontal design. E. functional structure.
B. simple structure.
Those high in this emotional intelligence trait tend to be empathetic. A. self-management B. social awareness C. self-efficacy D. relationship management E. self-awareness
B. social awareness
With small businesses in very competitive industries, small differences in performance may affect that company's survival. In this case, it is worth the effort for the company's managers to implement A. organizational diversity. B. strategic planning C. a synergy agenda. D. TQM. E. MBO.
B. strategic planning
As a maintenance person for the air force, Alex services aircraft engines, which protects the lives and safety of military personnel and increases their ability to conduct missions. Alex's job has a high level of A. skill variety. B. task significance. C. feedback. D. task identity. E. autonomy.
B. task significance.
Social media (LinkedIn, Facebook) can make the search for new employees more efficient. The rise of social media is an example of a(n) __________ advancement or force. A. social or political B. technological C. inside D. market E. demographic
B. technological
Which of the following is not a factor that affects the level of resistance to change? A. change agent-employee relationship B. the gender of the change agent C. the change agent's leadership style D. the change agent's ability to empathize with the employee's perspective E. employee characteristics and perceptions of change
B. the gender of the change agent
The motivating potential score (MPS) is calculated as part of using A. reinforcement theory. B. the job characteristics model. C. McClelland's acquired needs theory. D. goal-setting theory. E. equity theory.
B. the job characteristics model.
"Is the proposed action legal? If yes, does the proposed action maximize shareholder value? If yes, is the proposed action ethical? If no, would it be ethical not to take the proposed action?" These four questions, which managers of all organizations should ask when confronted with a decision on an action, form the basis of
Bagley's ethical decision tree
Managers can reduce turnover in organizations through which of the following ways? Check all that apply.
Basing hiring decision on the extent to which the applicants' values match those of the organization. Providing post-hiring support through onboarding programs. Incorporating realistic job previews (RJPs).
How can you raise your emotional intelligence (EI)?
Become aware of your EI level. Learn about aspects of your EI that could be enhanced.
_______ is the process by which a company compares its performance with that of high-performing organizations. Benchmarking Competitive change Radical innovation Reference innovation Continuous improvemeny
Benchmarking
On average, how long does it take the average employee to become productive in a new job?
Between 2 and 24 months
Stores of data that are so vast that conventional database management systems cannot handle them, and very sophisticated analysis software and supercomputing-level hardware are required, are known as ____. cyber-age databases new age computing super data Big Data mega IT
Big Data
The process of studying large amounts of data of a variety of types to uncover hidden patterns, unknown correlations, and other useful information is known as ____. mega research cyber-age research Big Data analytics new age computing super market data mining
Big Data analytics
Organizations that assist entrepreneurs often encourage them to write a __________
Business Plan
Which of the following diversity issues is true in the U.S. workforce? Workers ages 55 and older are expected to make up over one-half of the labor force in 2022. The median age of the American worker is decreasing. Literacy has ceased to be an issue among American workers. By 2060, whites are projected to change from 78% in 2012 to 69%, African Americans from 13.1% to 14.7%, Asians from 5.1% to 8.2%, Hispanics or Latinos from 17% to 31%, and American Indian/Alaskan Native from 1.2% to 1.5%. Gay and bisexual male workers earn 10% to 32% more than equally qualified heterosexual counterparts.
By 2060, whites are projected to change from 78% in 2012 to 69%, African Americans from 13.1% to 14.7%, Asians from 5.1% to 8.2%, Hispanics or Latinos from 17% to 31%, and American Indian/Alaskan Native from 1.2% to 1.5%.
Which of the following statements about background information is FALSE? A. The most prevalent distortion in a résumé is lying about skill sets. B. People sometimes attempt to cover gaps in employment history. C. Applicants with weak credit scores are more likely to be unqualified and dishonest employees. D. Few employers look at the large e-portfolios created by job seekers in an attempt to impress recruiters. E. Many résumés contain factual errors or falsehoods.
C. Applicants with weak credit scores are more likely to be unqualified and dishonest employees.
Which of the following is an accurate conclusion based on a recent meta-analysis of more than 38,000 organizational units and 616,000 individuals? A. An organization's culture does not matter. B. Quality and innovation are most closely related to hierarchical cultures. C. Employees have more positive work attitudes when working in organizations with clan cultures. D. An organization's financial performance (profit and revenue growth) is strongly related to organizational culture. E. Adhocracy cultures produce higher customer satisfaction and market share.
C. Employees have more positive work attitudes when working in organizations with clan cultures.
_______________ is the purpose of the strategic human resource process. A. Formulating human resource-sensitive strategic plans B. Informing the grand strategy C. Getting optimal work performance to help realize the company's mission and vision D. Maintaining a stable workforce for minimum expense E. Finding the human resources needed in a timely fashion
C. Getting optimal work performance to help realize the company's mission and vision
___________ are generous severance packages, negotiated by executives, which they receive if the company is taken over by another company. A. Silver linings B. Fringe benefits C. Golden parachutes D. Life insurance policies E. Maquiladoras
C. Golden parachutes
Suppose a soft-drink company, Loco Cola, is conducting a force-field analysis to determine which forces could facilitate a proposed change (the introduction of a new lemon-lime soda) and which forces could act against it. Which of the following would Loco Cola consider a counterthruster? A. In unbiased surveys, college students often say that Loco Cola manufactures their favorite soft drinks. B. Loco Cola is a favorite among the Millennial generation. C. Loco Cola has never been able to gain any significant market share outside of the Midwest. D. Market research indicates that noncaffeinated, clear (lemon-lime) sodas are increasing in popularity. E. Loco Cola's Facebook pages has more than 3.5 million likes.
C. Loco Cola has never been able to gain any significant market share outside of the Midwest.
George, a chef and owner of L'Auberge, a popular restaurant, is always visiting his competitors to observe how they are doing things in their restaurants. He told one of his managers, "I eat dinner at a lot of restaurants because I want to know what is going on. I am always concerned that one of our competitors will surprise us with a new service or menu item, like ours but better." In which activity is George engaging? A. environmental scanning B. corporate spying C. competitive intelligence D. management by observation E. TQM
C. competitive intelligence
Which of the following is not a suggested strategy for reducing unhealthy stressors in organizations? A. make jobs interesting B. make career counseling available C. develop a more formal structure with close, authoritative supervision D. provide employee assistance programs E. recommend a holistic wellness approach
C. develop a more formal structure with close, authoritative supervision
Female investors make trades much less often than men because they A. rely strictly on intuition. B. are overcoming problems with the glass ceiling. C. do more research, and they tend to base their investment decisions on considerations other than just numbers. D. endeavor to involve their family in decisions and it takes longer to get agreement. E. take longer to make decisions because of their busy lives.
C. do more research, and they tend to base their investment decisions on considerations other than just numbers.
People high in ______ are responsive to others' social and interpersonal cues. A. agreeableness B. self-efficacy C. emotional intelligence D. self-esteem E. external locus of control
C. emotional intelligence
Which of the following factors most reduces an organization's ability to learn from failure? A. employees who embrace a learning culture B. employees with a high tolerance for ambiguity C. employees who blame others for failure D. employees with a strong desire to acquire personal wealth E. employees who like to experiment with multiple solutions
C. employees who blame others for failure
During Lewin's refreezing stage, managers should A. provide benchmarking results. B. reduce the barriers to change. C. encourage and reinforce the desired change in the employees. D. give employees the tools for change. E. make employees dissatisfied with the present way of doing things.
C. encourage and reinforce the desired change in the employees.
Cody was surprised to learn that not everyone would receive a bonus this year. Instead, management planned to rank all of the employees in Cody's division and award bonuses only to the top 20% in terms of sales. Cody's company is using a(n) ______ performance review system. A. standard curve B. normal distribution C. forced ranking D. functional positioning E. unit grading
C. forced ranking
The best type of performance appraisal involves A. describing a subordinate's current performance in general terms. B. concentrating on "stretch goals." C. giving employees continuous, real-time coaching, feedback, and solutions. D. relying on impressions. E. using other employees as examples.
C. giving employees continuous, real-time coaching, feedback, and solutions.
For managers, the importance of Maslow's contribution is that he showed that workers A. are as complex as their organization. B. are interested only in compensation that helps them fulfill physiological needs. C. have needs beyond that of just earning a paycheck. D. expect an employer to fulfill every level in their hierarchy of needs. E. have needs that cannot be understood by their employer.
C. have needs beyond that of just earning a paycheck.
When using goal-setting theory to motivate employees, managers should A. set targets that are beyond employees' reach. B. set goals that are easily achievable. C. help workers understand and accept the goals. D. hold employees responsible for getting feedback. E. set general goals that are emotionally appealing.
C. help workers understand and accept the goals.
Which of the following is not an inside force that indicates organizational change might be needed? A. high levels of stress among employees B. high turnover C. increased competition D. excessive conflict between managers and employees E. job dissatisfaction
C. increased competition
At his review last year, Bryan was promised a 20 percent raise if he met his production goals. Raises were included in today's paychecks, and although Bryan has met all of his goals, he received only a cost-of-living raise. In the future, Bryan's ______ will probably be ______. A. valence; low B. expectancy; low C. instrumentality; low D. instrumentality; high E. expectancy; high
C. instrumentality; low
According to Herzberg, which of the following is an example of a hygiene factor? A. advancement B. the work itself C. interpersonal relationships D. recognition E. responsibility
C. interpersonal relationships
Which of the following is an inside force for change? A. advancements in automation B. recession C. low productivity and turnover D. immigration E. domestic competition
C. low productivity and turnover
Peter, the owner of Happy Burger, is involved in the company's daily decisions and has established procedures for every task. The company rules are clearly specified in the handbook, and Peter also believes in close supervision of all employees. Happy Burger is a(n) _______ organization. A. informal B. decentralized C. mechanistic D. organic E. non-hierarchical
C. mechanistic
A manager must consider fairness, __________, and others' resentments in considering a promotion of an employee. A. profitability B. safety C. nondiscrimination D. permanence E. openness
C. nondiscrimination
Time Warner has different divisions for magazines, movies, recordings, cable television, and so on. The Warner Bros. part of the empire alone has divisions spanning movies and television, a broadcast network, retail stores, theaters, amusement parks, and music. Time Warner is an example of an organization with ____ divisions. A. common B. merchandise C. product D. customer E. geographic
C. product
If a manager knows one of her employees has low self-esteem and wishes to enhance it, she should A. provide frequent reminders about improving weaknesses . B. avoid delegating work to this employee. C. reinforce the employee's positive attributes and skills. D. redesign the work so that it is routine and structured. A. avoid giving feedback.
C. reinforce the employee's positive attributes and skills.
The question the group is asking during the forming stage of group development is _____ "Can we do the job properly?" "Why are we fighting about who does what?" "What's next?" "Why are we here?" "Can we agree on roles and work as a team?"
"Why are we here?"
In the third step of rational decision making (evaluating alternatives and selecting a solution), you need to evaluate each alternative not only according to cost and quality but also according to these questions:
(1) Is it ethical? (2) Is it feasible? (3) Is it effective?
What are the three key principles of strategic positioning
(1) the creation of a unique and valuable position, (2) trade-offs in competing, and (3) creating a "fit" among activities.
internal development
+ all of added value of new product - time-consuming, lack of knowledge or capabilities
joint ventures and strategic alliances
+ quickly enter new markets, no large investment - share rewards, trust
acquisitions and mergers
+ quickly expand and enter market and maintain control - expensive, must integrate two company cultures
Which of these statements represent ideas that Peter Drucker introduced in his book The Practice of Management? (select all that apply)
-A corporation can be thought of as a human community -employees should be treated as assets -without customers, businesses wouldn't exist
In which ways did Munsterberg suggest that psychologists could contribute to industry? (select all that apply)
-identify the people best suited for the job -recognize the psychological conditions needed for employees to do their best work -identify ways managers can get employees to take desired actions
Why companies expand internationally
1. Availability of supplies 2. New markets 3. Lower labor costs 4. Access to finance capital 5. Avoidance of tariffs & import quotas
Having a competitive advantage means
1. Being responsive to customers 2. Innovation - finding ways to deliver better goods or services 3. Quality - making improvements in quality so that consumers choose your product 4. Efficiency - overstaffing and overuse of raw materials can make you less competitive
List the steps in the performance management process in the correct order, with the first step listed at the top and the last step listed at the bottom. Instructions
1. Define performance 2. Monitor and evaluate performance 2. Review performance 4. Provide consequences
five ways of expanding internationally
1. Global Outsourcing 2. Importing, exporting, countertrading 3. Licensing and franchising 4. Joint ventures 5. Wholly owned subsidiaries
sustainable competitive advantage
1. difficult to copy 2. last long time 3. new shift, expands solution set
North West Jacket Company has a policy that each employee volunteer at the local elementary school reading or helping with math for 2 hours a month. They also donate coats for all children who need them in the winter and give a financial contribution to the school. North West is demonstrating its social responsibility through
1/1/1 charitable giving
____ of managerial tasks take less than 9 minutes
1/2
According to the Kessler Foundation, about what percentage of organizations have disability hiring goals?
28
1. people 2. strategy 3. operations
3 core processes of execution
After three shuttle accidents in three months, one of which resulted in a critical injury to a driver, Citywide Shuttle drivers received additional training, and the company retrofitted all shuttles with new braking systems. Which of Maslow's needs are addressed by Citywide Shuttle's actions? A. esteem B. self-actualization C. safety D. physiological E. love
C. safety
Gig companies, such as Amazon, Google, and Apple, are no longer content simply to enhance part of your life. Their new strategy is to build a device, sell it to consumers, and then A. sell them the maintenance agreements for their devices. B. focus on selling more items and devices to their friends and families. C. sell them the content to play on their device. D. send customers to partner retailers to supply content. E. find service companies to assist customers if needed.
C. sell them the content to play on their device.
Many customers shop at Organic Foods because of the employees' extensive product knowledge. In a SWOT analysis, the employees' high levels of product knowledge are an example of the company's A. opportunities. B. weaknesses. C. strengths D. threats. E. intelligence.
C. strengths
The top management of Tasty Foods, a food distribution company, has set strategic goals of increasing organizational market share and also decreasing corporate costs over the next three years. Greg, a division manager for Tasty Foods, has looked at his resources, and he has decided how his division can contribute to the two strategic goals set by upper management: (1) by partnering with another company and (2) by hiring a procurement manager to negotiate lower prices from vendors. Greg's next step is to roll out his ____ to his staff. A. vision statements B. codes of ethics C. tactical goals D. management guidelines E. operational goals
C. tactical goals
The invention of a machine to make plastic corks for wine bottles has severely affected companies that produce traditional cork. The invention of the machine for making plastic corks is an example of a(n) ______ advancement. A. market B. economic C. technological D. social and political E. demographical
C. technological
According to Herzberg, which of the following is an example of a motivating factor? A. pay B. working conditions C. the work itself D. company policy E. supervisors
C. the work itself
In considering the staffing an organization might need in the future, human resource managers should A. focus efforts on replacing those who retire or resign. hire 10% more people than were needed last year to cover possible growth. B. assume that there will be radical changes in the supply of labor and the nature of the organization's jobs, and therefore defer planning. C. understand the organization's vision and strategy in order to hire personnel to support them. D. assume that the organization will not change much.
C. understand the organization's vision and strategy in order to hire personnel to support them.
Appliance America's customer complaints have increased because its drivers often get lost when attempting deliveries, which means that the deliveries arrived late. The drivers have resisted using GPS systems, claiming they know their territories. But managers are now encouraging them to look for the best solution to the increased level of customer complaints. Appliance America is in the ________ stage of Lewin's change model. A. changing B. refreezing C. unfreezing D. evaluation E. learning
C. unfreezing
A(n) ______________ is susceptible to legal attack because some questions may infringe on non-job-related matters such as privacy, diversity, or disability. A. situational interview B. performance interview C. unstructured interview D. realistic job preview E. behavioral-description interview
C. unstructured interview
historical perspective
CLASSICAL -scientific (Taylor and Gilbreth) -administrative (Fayol, Weber, Spaulding) BEHAVIORAL -early behaviorists (Munsterberg, Follet, Mayo) -human relations movement (Maslow and McGregor) QUANTITATIVE -management science -operations management
A clause in the collective bargaining agreement that ties future wage increases to increases in the cost of living is known as the ______ clause.
COLA
After Mary's Gifts and Cards surveyed its customers, it discovered that its customers preferred the company's competition more than 70% of the time. The most frequently cited reason was customer service. This information will be most helpful to introduce to her employees during which stage of Lewin's change model? refreezing changing stabilizing unfreezing continuous improvement
Changing
Administrative management
Charles Spaulding -8 necessities of management Henri Fayol -first to identify the major functions of management (planning, leading, controlling...) -definition of ideal manager Max Weber -principles of logic
The United States granted most favored nation trading status to China, which means that
China receives favorable trading treatment, such as the reduction of import duties.
Which legislation gave rise to the establishment of the Equal Employment Opportunity (EEO) Commission?
Civil Rights Act of 1964
Of the following methods, which would be the LEAST appropriate for external recruiting?
Company bulletin board
Which of the following are examples of an objective appraisal of employee performance results?
Comparing an employee's sales revenue to an annual target Counting the number of days since a safety incident occurred under an employee's watch
Which of the following is not one of the main ways to reduce cognitive dissonance? Find consonant elements that outweigh the dissonant ones. Belittle the importance of the inconsistent behavior. Complete an EI assessment. Change your attitude. Change your behavior.
Complete an EI assessment.
______ is the conflict-handling style that both parties give up something to gain something. Compromising Collaborating Accommodating Avoiding Forcing
Compromising
Which of the following demonstrates racial/ethnic stereotyping?
Connor decided to hire Edgar for the job instead of Maria because he felt that Hispanics were too compassionate.
People in the office can always count on Tyrone to get the job done. He's methodical, detail-oriented and his work is always completed on time. Which of the Big Five personality dimensions would this illustrate?
ConscientiousnessTasha loves to travel, especially internationally. She's always eager to see new places, try new things, and learn about different cultures. Which Big Five personality dimension does this illustrate?
Depending on state law, companies are allowed to test for drug and alcohol use at which times?
Contingent to making a job offer Randomly after hiring Before making a job offer
Under a recent National Labor Relations Board decision, which employees are now able to more easily unionize?
Contract workers Fast-food workers Construction workers
Ensuring that employees follow instructions fully and completely is the purpose of which one of the following management functions? motivate lead control organize plan
Control
Which of the following is not a reason why control is needed? Control allows one to maintain authority over employees. Control allows one to adapt to change and uncertainty and detect opportunities. Control helps one discover irregularities and errors. Control increases productivity or adds value. Control helps an organization deal with complexity.
Control allows one to maintain authority over employees.
Corinne believed in solving issues between managers and employees by talking and finding solutions together, so when a group of employees brought the following problem to her, she was perplexed as to what to do. Read the problem and then decide which choice best fits her possible solution. "Employees came to Corinne to complain that their supervisor was making sexual advances towards them. He was offering to buy them drinks after work and has even commented on the clothes they are wearing. It has made them feel very uncomfortable."
Corinne would use the process of integration and sit everyone down together to talk it through.
_____ are types of behaviors that harm employees and the organization as a whole, such as absenteeism, tardiness, drug and alcohol abuse, sexual harassment, theft, and white-collar crime.
Counterproductive work behaviors
A California software firm, MacroSoft, was growing rapidly and hiring frequently, but it primarily focused on campus recruiting at two California universities, UC Berkeley and Stanford. When one 45-year-old candidate did not get an interview after a phone screening, he went to the company's website and noted all of the young people in charge. Which law allows him to file a discrimination lawsuit against MacroSoft? A. Americans with Disabilities Act B. Sarbanes-Oxley Act C. Civil Rights Act D. Age Discrimination in Employment E. Consolidated Omnibus Budget Reconciliation Act (COBRA)
D. Age Discrimination in Employment
Which of the following is an example of a proactive change? A. Ciara cannot get permission to hire another person until her group misses several deadlines. B. Ciara is constantly "putting out fires," responding to daily crises in her group. C. Ciara's staff is unhappy about the long hours they have been working and several of them quit before she knows there is a problem. D. Ciara explores improvements in bonus structures with her staff and begins to implement them despite the fact that her employees are generally content. E. Ciara's group sends a product that is nearing its launch date back to the drawing board based on a competitor's superior new offering.
D. Ciara explores improvements in bonus structures with her staff and begins to implement them despite the fact that her employees are generally content.
_______________ is the ability to control your emotions and act with honesty and integrity in reliable and adaptable ways. A. Social awareness B. Self-awareness C. Relationship management D. Self-management E. Situational awareness
D. Self-management
_____ are subject to validity problems due to evaluator bias. A. 360-degree feedback forms B. Objective appraisals C. Personality appraisals D. Trait appraisals E. Behavioral appraisals
D. Trait appraisals
The human resource manager at Helping Hands Inc. has just calculated that the employee absenteeism rate for 2016 is 15 percent higher than it was in 2015, and the turnover rate increased 18 percent over the same time period. Which of the following is NOT an option she should consider for improving the situation? A. Identify possible employee role conflicts. B. Deal with employees' possible work overloads. C. Identify causes of job dissatisfaction. D. Wait until 2017 and see what the turnover rate is at the end of that year. E. Address and adjust job design.
D. Wait until 2017 and see what the turnover rate is at the end of that year.
The planning process begins with two attributes: a mission statement and a vision statement. What questions are answered with each of these? A. What are the costs?; How much money can I make? B. What are the risks?; What is our reason for being? C. What do we want to become?; What is our reason for being? D. What is our reason for being?; What do we want to become? E. What do we want to become?; What products do we offer at a profit?
D. What is our reason for being?; What do we want to become?
Don, a new manager, commented to a friend, "I am excited about different aspects of my new job. The company computers have entered the field of decision making. The network not only collects information more quickly, but the system also reduces the roadblocks when I need a group consensus." Don is referring to A. collaborative management. B. brainwriting. C. the Delphi technique. D. a decision support system. E. brainstorming.
D. a decision support system.
A server expects a group of poorly dressed customers to be stingy tippers and gives them poor service, so he gets the result that he expects, a very small tip. This is an example of A. selective perception error. B. the halo effect. C. fundamental attribution bias. D. a self-fulfilling prophecy. E. self-serving bias.
D. a self-fulfilling prophecy.
At Toys 4 Tiny Tots, employees know that during the December shopping season they are often required to work different schedules, weekends, and overtime. The December work schedules at Toys 4 Tiny Tots is an example of a(n) ______ change because workers have experienced it in the past. (They experience it every December.) A. incremental B. innovative C. radically innovative D. adaptive E. reactive
D. adaptive
The statement "I really don't like that Ivan got so angry in that meeting" reflects the ______ component of an attitude. A. cognitive B. factual C. value D. affective E. behavioral
D. affective
Research on MBO shows that people are impelled to set more difficult goals when A. employees can avoid personal development. B. ethics are not a consideration. C. the goals emphasize corporate social responsibility. D. both management and subordinates participate. E. the goals have a significant impact on profitability.
D. both management and subordinates participate.
As a manager, you meet with each of your team members quarterly to review their progress toward their written and agreed-upon goals. One of your employees, Julie, had a goal of increasing sales in her territory by 10 percent in the first quarter of the year. However, when you review Julie's sales numbers, you see that her sales have actually gone down. You know Julie is a hard worker and has an excellent relationship with her customers. When you sit down to discuss her performance, she explains what is happening in her territory. A major automobile manufacturer, which once provided 25,000 jobs, has moved its operations to Mexico and laid off all 25,000 of its workers. As a result, the economy in Julie's region has become quite depressed, and the residents are living off their savings. Taking the steps of the planning/control cycle into account, what is your best course of action with Julie?
Recognize the economic reality of her territory and change her goals to make them ambitious but realistic.
_______________ is the process of locating and attracting qualified applicants for jobs open in the organization. Recruiting Selection Hiring Job posting Interviewing
Recruiting
Research has shown that an effective employee socialization program has which of the following effects?
Reduced turnover Improved employee performance Enhanced job satisfaction
According to Daniel Goleman, which traits make up emotional intelligence?
Relationship management Self-management Social awareness Self-awareness
Which of the following are considered external dimensions of diversity?
Religion Parental status Educational background Marital status
_______________ is the tendency to generalize from a small sample or a single event.
Representativeness bias
________ is an emotional/behavioral response to real or imagined threats to an established work routine. Resistance to change Change agent Radical innovation Benchmarking OD intervention
Resistance to change
How are tariffs on oil different from tariffs on solar panels and washing machines?
Revenue tariffs are designed simply to raise money for the government, such as the tariff on oil. Protective tariffs are designed to raise the price of imported goods to make the prices of domestic products more competitive, such as the tariff on solar panels and washing machines. Correct
__________, which all managers have, is power that results from managers' authority to reward their subordinates. Rewards can range from praise to pay raises, from recognition to promotions. Referent power Coercive power Expert power Legitimate power Reward power
Reward power
The factors that influence how people deal with cognitive dissonance are:
Rewards Importance Control
_____ prohibit employees from being required to join a union as a condition of employment.
Right-to-work laws
_____ occurs when other's expectations exceed one's ability.
Role overload
Match the term with its description.
Role overload: Source of stress that occurs when others' expectations exceed one's ability Role conflict: Source of stress that occurs when one feels torn by the different expectations of important people in one's life Role ambiguity: Source of stress that occurs when others' expectations are unknown or unclear
Which technique is MOST effective when teaching skills such as how to use new tools?
Role-playing
Applications, résumés, interviews, and employment tests are known as ______ tools. performance sorting investigation recruitment selection
SELECTION
Dave and his partner are studying the strengths and weaknesses of their construction business, as well as researching the opportunities and threats in the external environment. This process by Dave and his partner is the development of a _____. synergy plan contingency plan strength statement SWOT analysis forecast
SWOT analysis
In which of the following ways are artificial intelligence used during the hiring process? (Check all that apply.)
Scheduling interviews Analyzing verbal and nonverbal communication Administering ability tests
According to psychologist Daniel Goleman, what is the most essential trait of emotional intelligence?
Self-awareness
Jordan realized that his bad mood was causing other people in his work group to feel negatively about the project. Which aspect of emotional intelligence is Jordan displaying?
Self-awareness
Which career readiness competency is most helpful in identifying your tendencies when receiving feedback?
Self-awareness
Match the component of emotional intelligence with its description.
Self-awareness: The ability to read your own emotions and gauge your moods accurately Self-management: The ability to control your emotions and act with honesty and integrity Social awareness: The ability to show others that you care and your understanding of how your emotions and actions affect others Relationship management: The ability to communicate clearly, disarm conflicts and build strong personal bonds
Learned helplessness is associated with which facet of a core self-evaluation?
Self-efficacy
Which traits are elements of an individual's core self-evaluation?
Self-esteem Locus of control Emotional stability Self-efficacy
_____ occurs when people's expectations of themselves lead them to behave in ways that make those expectations come true.
Self-fulfilling prophecy
_______________ is the ability to control your emotions and act with honesty and integrity in reliable and adaptable ways. Situational awareness Social awareness Self-awareness Self-management Relationship management
Self-management
Which strategies help you to be an active listener while receiving feedback?
Separate fact from opinion. Consider the source's intentions. Remain silent.
______ leaders focus on providing increased service to others—meeting the goals of both followers and the organization—rather than to themselves. Transactional LMX Shared Servant Support
Servant
Which of the following actions would qualify as sexual harassment?
Sexual propositions Obscene gestures Unwanted dating pressure or touching
Sunset Oil is a large oil drilling company off the Gulf Coast. They want to expand their drilling area and are receiving a great deal of push back from the local community. It will now be on the ballot at the next election. Sunset Oil is concerned about how all of this will impact their bottom line. Which of the following should be a consideration for Sunset Oil?
She might get in the practice of turning off lights when she leaves rooms and remember to bring a reusable water bottle to work.
Which of the following are common ways that employees express burnout?
Showing indifference to performance Missed deadlines Taking longer lunch breaks
Which of the following are not legal bases for hiring and promotion decisions?
Skin color Gender Religion
What are examples of emotional labor on the job?
Smiling at customers when they walk in the door Acting cheerful while taking a customer's order
__________________ includes aspects such as goodwill, mutual respect, trust, cooperation, and teamwork. Personal capital Social capital Relational capital Productivity capital Human capital
Social capital
Which of the following is an example of quid pro quo sexual harassment?
Sondra's boss tells her, "If you don't go out with me, you could be making a career-limiting decision."
What does SMART goals stand for?
Specific, Measurable, Attainable, Results-Oriented, Target Dates
According to Mintzberg, what are the informational roles of a manager?
Spokesperson, monitor, disseminator
determine mission, vision, and value statements
Step 1 of strategic-management process
examine current reality
Step 2 of strategic-management process
devise the strategy
Step 3 of strategic-management process
execute the strategy
Step 4 of strategic-management process
monitor process to maintain strategic control (feedback loop)
Step 5 of strategic-management process
_________, the second stage of team development, is characterized by the emergence of individual personalities and roles and conflicts within the group. Forming Adjourning Norming Storming Performing
Storming
What does SWOT stand for
Strength, weaknesses, opportunities, and threats
TRUE OR FALSE: Groups take more time to make decisions; the larger the group, the lower the quality of the decision; groups are more confident about their judgments and choices than individuals are; and decision-making accuracy is higher when group members know a good deal about the relevant issues.
TRUE
Jimmy's supervisor noticed that he was struggling with the computerized setup for production runs at his new job. The supervisor observed him while he tried it again and gave suggestions for improvement. The supervisor is doing which step of the control process? Take corrective action. Compare performance to standards. Measure performance. Establish standards. Control productivity.
Take Corrective Action
__________ is the last step in the control process. Establish standards Develop an ideal Measure the performance Take corrective action if necessary Determine the problem
Take corrective action if necessary
Shay wanted to motivate her employees to perform at a higher rate. She has heard that you can pay employees for being more efficient. She begins to offer bonuses, yet she starts to see a decline in productivity and people living in fear of losing of their jobs. Why might that happen?
Taylorism
Scientific management
Taylors principles -definitions of work standards -measures of productivity
Which types of communication have been shown to increase stress among workers?
Text messages Email
Which statements regarding workforce trends in the United States are true? (Choose all that apply.)
The Caucasian population is expected to decrease to about 69% by 2060. Asians earn a higher median income than any other race. The Hispanic population is expanding far more rapidly than any other race.
minifirms
The Internet allows almost anyone to be global Small companies can get started more easily Small companies can maneuver faster low entry barriers entice mom and pops
As the owner of a small business, Sally would like to move the sale of her candles from storefronts to the Internet. Why is it possible for her to so easily make that move for the success of her business?
The Internet and the World Wide Web allow almost anyone to be global, with two important results: Small companies can get started more easily and can maneuver faster.
Which of the following is incorrect about the leader-member exchange (LMX) model of leadership? The LMX model emphasizes that leaders have different sorts of relationships with different subordinates. The quality of the relationship between managers and subordinates is related to turnover. The LMX model assumes each manager-subordinate relationship is unique. The LMX focuses only on the behaviors or traits of leaders. The LMX model looks at the quality of relationships between managers and subordinates.
The LMX focuses only on the behaviors or traits of leaders.
Which of the following statements is FALSE?
The United States was the most competitive economy in 2017.
What is organizational commitment?
The extent to which an employee identifies with an organization and is committed to its goals
In which of the following conditions should constructive conflict be stimulated? Managers want to achieve work objectives. Managers are in charge of self-managed teams. There is a lot of internal competition. The group is adapting to change. The group seems to have inertia and be apathetic.
The group seems to have inertia and be apathetic.
What occurs during a structured interview?
The interviewer asks every candidate the same set of questions.
Which types of information should be included in the orientation process?
The job routine Work rules and employee benefits The organization's mission and operations
Which of the following is a step in the communication process? Possible receivers are considered. The sender decodes the message. The receiver selects the medium. Noise is eliminated from the message. The message is transmitted through a medium.
The message is transmitted through a medium.
What should a human resources manager focus on when determining an organization's long-term staffing needs?
The organization's vision and strategic plan
Which situational factors can reduce employee engagement?
The presence of stressors A job that offers little variety
Globalization
The trend toward increased cultural and economic connectedness between people, businesses, and organizations throughout the world.
Which of these are examples of counterproductive work behaviors?
Theft Tardiness Alcohol abuse
A positive diversity climate enhances which of the following for employees?
Their psychological safety
Luka, who owns a small breakfast and salad bar, has a reputation in the community as a tough manager. Many customers have heard Luka yell at his employees because he feels that workers today are lazy, lack ambition, and hate to work. Luka is a(n) ____ manager.
Theory X
Which of the following statements is not a practical implication of the behavioral approaches to leadership? It is important to train managers on the various forms of task leadership. It is important to train managers on the various forms of relationship leadership. A leader's behavior is more important than his or her traits. How effective a particular leadership behavior is depends on the situation at hand. There is one best style of leadership.
There is one best style of leadership.
Unfortunately, bullies often display which of these characteristics?
They are charming. They are successful.
Which statements about people with disabilities are true?
They are less apt to be employed than people without disabilities. They earn less than people without disabilities.
Which statements about companies with highly engaged employees are true, according to Gallup?
They are more productive. They are more profitable.
Why are objective appraisals harder for employees to challenge legally?
They are not subject to personal bias.
Many employers are wary of giving references for which of the following reasons?
They fear that negative reviews may result in former employees suing the company. They fear that if they give a positive reference for someone who doesn't work out in a new job, they may be sued by that person's new employer.
According to management scholar Henry Mintzberg, which of the following is true of managers?
They have work that is characterized by fragmentation, brevity, and variety.
Which of the following is an attribute of good listeners? They recap what the speaker has said. They focus on internal thoughts instead of the content of the message. They judge all the details, including the speaker's dress, mannerisms, and accent. They know what they will say immediately following the speaker's remark. They listen only to those with whom they agree.
They recap what the speaker has said
The Equal Employment Opportunity Commission was established by the _________________ Act. Wagner Occupational Safety and Health Social Security Title VII of the Civil Rights Equal Pay
Title VII of the Civil Rights
Which of the following are typical reasons for which employees might be transferred?
To broaden their experience in being assigned to a different position To retain their interest and motivation by being presented with a new challenge To solve employee problems, such as personal differences with a boss To solve organizational problems by using their skills at a another location
_______ is the primary reason that entrepreneurs create business plans.
To get financing and think through important details
Why is it important to manage employees as individuals who have different personalities and circumstances?
To influence the way employees behave
Management and planning
Top managers = strategic planning (long term) Middle managers = tactical planning (short term) First-line management = operational planning (short term)
______ refers to educating technical and operational employees in how to better do their current jobs. Orientation Mentoring Career instruction Training Development
Training
___________ refers to educating technical and operational employees in how to better do their current job. Assessment Development Orientation Training Evaluation
Training
______ focuses on clarifying employees' roles and task requirements and providing rewards and punishments contingent on performance. Participative management Transactional leadership Empowering leadership Servant leadership Laissez-faire leadership
Transactional leadership
______ leadership helps employees pursue organizational goals over self-interests. Laissez-faire Transactional Transformational Service Shared
Transformational
What are true statements about the lesbian, gay, bisexual, and transgender community in the workforce?
Transgender workers are at risk of being fired for their gender expression. LGB workers are at risk of being passed over for promotion because of their sexual orientation.
(T/F) Strategic management is a process in the formulation, implementation, and execution of strategies and strategic goals to advance the purposes of the organization.
True
True or False: clan and market cultures are more likely to deliver higher customer satisfaction and market share
True
True or false: During the candidate selection process, human resource managers should try to predict how long a candidate will stay in the job.
True
True or false: Research shows that women and minorities hired on the basis on affirmative action often feel stigmatized as incompetent or unqualified.
True
________ is defined as reciprocal faith in others' intentions and behaviors. Fairness Unity Cooperation Trust Cohesiveness
Trust
Which type of contract enables a company to pay senior workers a higher rate of pay than newer workers for doing the same type of work?
Two-tier wage contract
Which of the following two initiatives are the focus of strategic human resource planning? (Check all that apply.)
Understanding current employee needs Predicting future employee needs
What strategy do employers use to eliminate the risk of bias in job interviews?
Use a committee of three or more people to design, conduct, and evaluate the interview.
decisional roles
Use information to make decisions to solve problems or take advantage of opportunities Entrepreneur, disturbance handler, resource allocator, negotiator
framework for analyzing a resource or capability to determine its competitive strategic potential by answering four questions
VRIO
what 4 questions does the VRIO refer to? (what does it stand for)
Value, rarity, imitability, and organization
Match the element of compensation with its description.
Wages or salary: Monetary payments to employees in exchange for doing their jobs Incentives: Inducements to attract and retain top performers or induce employees to be more productive Benefits: Additional nonmonetary forms of compensation such as health insurance, vacation and retirement plans
What question does a vision statement answer?
What do we want to become?
What question does a mission statement answer?
What is our reason for being?
Which situations are examples of race/ethnicity stereotyping?
When Marco makes a mistake, his co-workers sometimes excuse it because "Hispanics don't have experience with these things." When Patrick behaves foolishly at an office party, his manager comments that he should have known better than to hire a "drunken Irishman." During a staff meeting, Julius is asked to present the "black perspective" on the issues.
Which would be characterized as organizational dimensions of diversity? (Check all that apply.)
Which would be characterized as organizational dimensions of diversity? (Check all that apply.)
Non-managerial employees
Work directly on tasks Not responsible for overseeing others' work
Lectures, videotapes, and workbooks would be MOST effective in teaching which aspect of a learning and development program?
Work rules and legal requirements
What are buffers to stress that is caused by group demands?
Working with a manager who listens to you Working with people you like
Which piece of feedback is based on facts rather than opinion?
You missed three important deadlines last quarter.
Which assumption about the U.S. workforce is true?
Young college graduates are earning less than they used to.
Based on planning and strategic management principles, which of the following start-up companies has the LEAST potential to have a competitive advantage, to be profitable, and to grow?
a cat-sitting service, where you take care of people's cats when they are on vacation; you decide to advertise your services on Craigslist and the local newspaper
Specialists work together to achieve ________ in a highly integrated organization.
a common goal
Franchising
a company allows a foreign company to pay it a fee and a share of the profit in return for using the company's brand name and a package of materials and services Adv: high learning, better profits Disad: lose trade secrets, higher profits exist
Licensing
a company allows a foreign company to pay it a fee to make or distribute the first company's product or service Adv: high learning, better profits Disad: lose trade secrets, higher profits exist
A hierarchy of authority is ____. a diversity structure used in planning with recruiting, selection, and hiring a control mechanism for making sure the right people do the right things at the right time the arrangement of having discrete parts of a task done by different people also known as a division of labor also known as work specialization
a control mechanism for making sure the right people do the right things at the right time
low-context culture
a culture in which people are expected to be direct and to say what they mean USA, UK
_______ is the arrangement of having discrete parts of a task done by different people.
a division of labor
Business Plan
a document that outlines a proposed firm's goals, the strategy for achieving them, and the standards for measuring success
A decision tree is ____. a location used by Chinese philosopher Confucius in times of intense pressure the hierarchy that must be followed when getting decisions approved an organization's decision network a structure of problem-solving ideas, with its roots based on the organization's mission a graph of decisions and their possible consequences
a graph of decisions and their possible consequences
________ is a control mechanism for making sure the right people do the right things at the right time.
a hierarchy of authority
According to research, which of the following people is MOST likely to be a workplace bully?
a male manager
Employee engagement is defined as
a mental state in which a person performing a work activity is fully immersed in the activity, feeling full of energy and enthusiasm for the work.
single use plan
a one-time plan specifically designed to meet the needs of a unique situation
myers-briggs type indicator
a personality test that taps 4 characteristics based on social interaction attitude, data-gathering preference, decision-making preference, and decision-making style
As a manager, when you expect employees to perform badly, they probably will, and when you expect them to perform well, they probably will. This is referred to as _____. the recency effect employee engagement stereotyping self-serving bias a self-fulfilling prophecy or the Pygmalion effect
a self-fulfilling prophecy or the Pygmalion effect
Performance management is defined as
a set of processes and managerial behaviors that involve defining, monitoring, measuring, evaluating, and providing consequences for performance expectations.
Kendra decided to leave her job in the city and move to the country where she plans to start her own business selling homemade preserves, soaps, lotions, and candles. Kendra's business would be
a sole proprietorship
For a manager, building an effective team requires work, but the payoff is
a stronger, better-performing work unit
For a manager, building an effective team requires work, but the payoff is _____. employees who will work overtime, often without expecting to be paid for it good relationships with others in the company, especially your superiors more responsibilities for you and other managers employees who will do as you say without questioning you a stronger, better-performing work unit
a stronger, better-performing work unit
forecasting
a vision or projection of the future used to determine strategies going forward (Step 2) - trend analysis - contingency planning
When she applied for a job as a firefighter, Jill was administered a series of employment tests that measured her strength and stamina in activities such as climbing stairs, dragging weights, and carrying heavy equipment. Which of the following BEST describes the type of employment test Jill had to complete?
ability
relationship management
ability to clearly and convincingly communicate and build strong bonds
self-management
ability to control your emotions and reliably act with integrity
emotional stability
ability to feel secure and confident when working under pressure
leadership
ability to influence employees to voluntarily pursue organizational goals
self-awareness
ability to read your own emotions and identify your effect on others
Which of the following is an advantage of larger groups? less social loafing higher morale greater boldness ability to take advantage of division of labor and more resources more effective interaction
ability to take advantage of division of labor and more resources
social awareness
ability to understand others and show you care
values
abstract ideals that guide an individual's thinking and behavior
cyberloafing
accessing the internet for personal use by employees on the job (cost at $85 billion a year)
The Americans with Disabilities Act requires organizations to provide a reasonable _____ for individuals with disabilities in the workplace.
accommodation
During weekly conference calls, Mary, a restaurant manager for a national chain of restaurants, and the other managers in her district explain to their district manager the reasons for different decisions and why certain costs and sales were higher or lower for the previous week. The explanation of their decisions and work results is known as __. touching a hierarchy of authority decision steps power accountability
accountability
The primary goal of the strategic human resource management process is to
achieve the optimal work performance for supporting the company's mission and goals.
James leads a training and development team. He expects excellence, sets challenging goals, and expresses confidence that each of them is capable of doing their part to meet and exceed the goals. According to revised path-goal theory, James is using a(n) ______ leadership style. interaction facilitation achievement-oriented supportive work facilitation representation and networking
achievement-oriented
effective
achieves results, makes right decisions, and carries out to achieve org goals
Behavior is defined as the combination of which two elements?
actions judgments
Human resource (HR) management is defined as
activities managers perform to plan for, attract, develop, and retain an effective workforce.
causal attribution self-serving bias + fundamental attribution bias
activity of inferring causes for observed behaviors
During December at Toys For Tiny Tots, employees know that they are generally required to work different schedules, weekends, and often with overtime to support the holiday shopping season. This is an example of a(n) ______ change. incremental radically innovative innovative reactive adaptive
adaptive
Phillip, owner of Technology Sales, said, "We have to focus on our customers and how can we beat the competition, so we have to be flexible." He encourages his R&D department to develop innovative products and focuses on being quick to respond to market changes. Technology Sales has a(n) _____. adhocracy culture focused approach goal-driven agenda clan culture market culture
adhocracy culture
has an external focus and values flexibility. This type of culture attempts to create innovative products by being adaptable, creative, and quick to respond to changes in the marketplace
adhocracy culture
The final stage of group and team development is known as _____. measuring adjourning performing assessing avoidance
adjourning
________ is the final stage of group and team development.
adjourning
__________ impact occurs when an organization uses an employment practice or procedure that results in unfavorable outcomes to a protected class over another group of people.
adverse
Which type of workplace discrimination occurs when an organization uses an employment practice that results in unfavorable outcomes to a protected class? unequal application reverse discrimination harassment adverse impact disparate treatment
adverse impact
The components of an attitude are:
affective behavioral cognitive
What are the 3 components of attitudes?
affective, cognitive, and behavioral.
In order to achieve equality of opportunity within its organization, Clarkson Company has taken steps such as active recruitment, the elimination of prejudicial interview questions, and establishment of minority hiring goals. Clarkson's efforts can be BEST described as _____.
affirmative action
Depicting older workers as less involved in their work, less motivated, and having higher absenteeism than their younger counterparts in the workplace is a stereotype based on ______.
age
mutual benefit organizations
aiding members in order to advance their interests
Of the following, which is the best way for leaders to cope with change? engaging in virtual planning optimizing technology lobbying the government aligning people watching current trends
aligning people
informal organization
all current members decide
If a grievance procedure is not sufficient to solve a labor-management dispute, a binding decision may be sought from __________. the EEOC an arbitrator a shop steward the AFL-CIO a mediator
an arbitrator
Because Franco believes that external forces control him, he may do best in a highly structured job that requires greater compliance. Franco has
an external locus of control
Since Frank believes that external forces control him, he may do best in a highly structured job that requires greater compliance. This is an example of _________. high self-esteem low self-monitoring low self-esteem an external locus of control high self-efficacy
an external locus of control
An individual who believes that she is in control of her fate through her own actions and efforts would be said to have _____.
an internal locus of control
People with ______ exhibit less anxiety, greater motivation, and stronger expectations that effort leads to performance. high self-efficacy an external locus of control an internal locus of control high self-monitoring low self-efficacy
an internal locus of control
Peter evaluates his sales staff based upon sales volume and gross margin on each sale. This BEST describes _____.
an objective appraisal
related diversification
an organization, under one ownership, operates several related businesses (vertical integration)
unrelated diversification
an organization, under one ownership, operates several unrelated businesses
Derrik is the manager of a large restaurant. Three times a week, he shadows his servers to observe their flow of work and see how they service the customer. Derrik is understanding the basic elements of the server's job by participating in job .______________
analysis
Dave is a salesperson who takes a long time to make decisions. He loves sales because he responds well to the pressure he faces in the many new or uncertain situations as a salesperson. Like most successful salespeople, he is high in his tolerance for ambiguity. Dave represents a person with a(n) _____ style. behavioral conceptual directive analytical ambiguous
analytical
rational decision making
analytical, slow to act, managers are logical and strive to make optimal decisions, act in org's best interest, strive for certainty, and achieve max benefit
To help with hiring decisions during peak seasons and holidays, Touching Cards uses time-series forecasts, like sales from last Valentine's Day and Christmas, to predict future sales based on patterns of historical data. This defines ___. analytics a seasonal trend diagnosis a trend decision a logical system
analytics
VRIO analysis
analyze competitive potential of resource/capability by asking: Valuable, Rare, Imitable, Organized (Step 2)
the tendency to make decisions based on an initial figure.
anchoring and adjustment
Which of the following are not parts of compensation?
annual performance reviews
noise
any disturbance that interferes with the transmission of a message
Which of the following may be considered, legally, to be an employment test? any procedure used in the employment selection decision process only interviews and personality tests small talk before and after the interview only personality tests only application forms
any procedure used in the employment selection decision process
All job candidates who are interested in working for Devlin Management must first complete an online form that lists their education, work history, and certifications. This is an example of a(n) ____ form.
application
__________ forms and résumés provide basic background information about job applicants, such as citizenship, education, work history, and certifications.
application
punishment ex: docking employee pay
application of negative consequences or the withholding of positive rewards in order to stop or change an undesirable behavior
Quantitative viewpoint
applies quantitative techniques to management -Management science (mathematics) -Operations management (efficient delivery)
Labor-management disputes can be settled in three ways: grievance procedures, mediation and _____.
arbitration
The process in which a neutral third party listens to both sides of a dispute and then makes a decision that the parties have agreed will be binding on them is known as _____.
arbitration
The decision made by a(n) _____ in a labor dispute, such as the award of damages, must be honored by both labor and management.
arbitrator
values
are abstract ideals that guide one's thinking and behavior across all situations
Performance appraisal consists of __________. rotating job positions motivating and counseling setting standards and monitoring performance assessing performance and providing feedback motivating and monitoring performance
assessing performance and providing feedback
In which step of the learning and development process does the employer identify if there are gaps in what new employees need to know and if those gaps can be filled by learning and development?
assessment
As a finalist for a management position with Emerson Mechanical, Caitlin participated in a two-day review of her management capabilities. She was required to go through a series of group and individual exercises designed to simulate the conditions of the job in order to determine whether she had the necessary skills and abilities. This BEST describes a(n) _____.
assessment center
alderfer's ERG theory (content)
assumes that 3 basic needs (can be more than one at a time) influence behavior: 1. existence 2. relatedness 3. growth
A union election was held by the NLRB at Jaxon Industries, and 130 workers cast votes in the election. How many votes must be cast in favor of the union for the union to be certified as the workers' exclusive representative?
at least 30% 60
trait approaches to leadership 4 key traits: honest, competent, inspirational, and forward-looking
attempt to identify distinctive characteristics that account for the effectiveness of leaders
strategic positioning (variety-based, needs-based, access-based)
attempts to achieve sustainable competitive advantage by preserving what is distinctive about a company
Which of the following is not one of the five steps in the training process? implementation selection attendance objectives assessment
attendance
A learned predisposition toward a given object is a(n) ______.
attitude
A learned predisposition toward a given object is known as a(n) _________.
attitude
Implicit bias is characterized by the
attitudes and beliefs that we unconsciously hold about groups of people
legitimating tactics
attribute basis of a request to a person of authority/company policies to add support
The activity of inferring causes for observed behavior is known as causal _______.
attribution
The rights inherent in a managerial position to make decisions, give orders, and utilize resources are known as ____. power authority a clan culture a hierarchy of power touching
authority
The first step in the unionization process is to have workers sign _______ which designate a certain union as the workers' bargaining agent.
authorization cards
Which of the following is not a contingency factor in the job characteristics model? skills autonomy context satisfactions such as right working conditions and pay knowledge desire for personal growth
autonomy
Readily available information may not present a complete picture of a situation due to ____. information bias availability bias anchoring and adjustment bias the representativeness effect confirmation bias
availability bias
Most people tend to ______ when conveying bad news or negative feedback. smile lean forward nod their heads yawn avoid eye contact
avoid eye contact
Brad supervises several employees who seem to have low self-efficacy. To improve this, he should do all the following except _____. avoid rewarding small successes nurture their self-efficacy role model and mentor them give positive feedback and constructive pointers provide guided experiences
avoid rewarding small successes
Paige missed another deadline and her boss, Linda, is very upset. She will have to explain to the client again why the project is behind. Linda thinks she may say something she'll regret if she talks to Paige about this now, so she decides to wait awhile. Linda is using the ______ conflict-handling style. avoiding compromising forcing collaborating accommodating
avoiding
Self-_____ is the ability to read your own emotions and accurately assess your moods so that you know how you are affecting others.
awareness
Current assets, fixed assets, and liabilities are all part of an organization's _____. expense budget balance sheet cash flow statement capital expenditures budget income statement
balance sheet
1. too much control 2. too little employee participation 3. overemphasizing means instead of ends 4. overemphasizing paperwork 5. overemphasizing a single approach
barriers to control success (5)
George is a customer service associate in an upscale supermarket. The monetary payment he receives in exchange for performing his job is referred to as _______.
base pay
______ is the basic wage or salary paid to employees in exchange for doing their jobs.
base pay
Which of the following communication styles would women not use more often than men? make apologies compliment use "we" statements be direct when telling others what to do ask questions
be direct when telling others what to do
Compared to women, men tend to _____. pay more compliments easily indicate their uncertainties make more apologies be indirect when admitting fault give more tactful feedback
be indirect when admitting fault
Why is willingness at the center of the process when it comes to managing your career readiness?
because it is up to you to shape your future
idealized influence (transformational leadership)
behave ethically, show commitment to goals, make sacrifices for greater good, strong role models (referent power) "we are here to do the right thing"
Organizational ______ tries to explain and predict workplace behavior to help managers better lead and motivate others. development awareness strategy behavior culture
behavior
People's values and attitudes affect their workplace _____, which includes their actions and judgments.
behavior
law of effect
behavior with positive consequences tends to be repeated; behavior with negative consequences tends to not be repeated
"I'm going to buy a Ford to support the U.S. auto industry" is an example of which component of attitude?
behavioral
"I'm going to buy a Ford to support the U.S. auto industry" is an example of which component of attitude? affective actionable value behavioral cognitive
behavioral
"If I see Ethan cheating on this exam, I'm going to report him to the professor." This is an example of the _____ component of an attitude.
behavioral
Aleksei, the IT manager, feels that his employees lack the motivation to consistently meet department goals. To better understand human actions and to motivate his employees toward achievement, Aleksei and his supervisors need to adopt the ____ viewpoint.
behavioral
Annamarie's new job is so stressful that she starts smoking again, even though she had quit smoking several months ago. This is a(n) _____ symptom of stress.
behavioral
Janice rates her employees based on quality of work performed and promptness in arriving to work on time. Janice is using a(n) ______ appraisal to measure specific, observable aspects of performance.
behavioral
The statement "I won't give Jim such a tight deadline again" reflects the ______ component of an attitude. behavioral or intentional cognitive factual decisional affective
behavioral or intentional
People with a _________ style have a low tolerance for ambiguity and tend to focus on the people or social aspects of a work situation.
behavioral style
During a(n) ______ interview, the interviewer explores what the applicant has actually done in the past.
behavioral-description
During her interview at Masters International, Johanna was asked several questions inquiring about her past job performance, such as "Can you describe what you did the last time a customer became angry with you?" This suggests that Johanna participated in a(n) _______ interview.
behavioral-description
The question "What was the best idea you ever sold to a supervisor, teacher, peer, or subordinate?" would be used in which type of interview situation?
behavioral-description interview
The question "What was the best idea you ever sold to a supervisor, teacher, peer, or subordinate?" would be used in which type of interview situation? behavioral-description interview compatibility test unstructured interview performance test situational interview
behavioral-description interview
A(n) ______-anchored rating scale is a type of appraisal that rates employee gradations in performance according to scales of specific behaviors.
behaviorally
Annie is rated by her manager on a scale in which a "1" represents, "Frequently late and is not prepared for work," and a "5" represents, "Always early and prepared for work." This is an example of a(n) ______-anchored rating scale.
behaviorally
law of immediate reinforcement
behaviors are reinforced most effectively when the reward is delivered immediately after the desired behavior is exhibited
expectancy (effort-to-performance)
belief that a particular level of effort will lead to a particular level of performance (self-efficacy)
cognitive component of an attitude
beliefs and knowledge one has about a situation ("I believe")
Insurance, retirement plans, health club memberships, and education reimbursement are just a few examples of compensation in the form of _____.
benefits
Nicole receives ______, such as sick-leave days, vacation days, and free parking, from her employer.
benefits
Compensation includes:
benefits incentives wages or salaries
- source of motivation and commitment - guides resource allocation - guides action - sets standard of performance expected of employees
benefits of planning
Which of the following is an advantage of smaller groups? more division of labor more formalized team leadership more creativity and innovation fewer distractions better interaction, morale, and coordination
better interaction, morale, and coordination
Research on MBO shows that people are impelled to set more difficult goals when
both management and subordinates participate. Correct
Susanne, the CEO of national IT manufacturer, was approached by Simple Phones, a new company that is marketing a new type of phone, to partner with the company on a project. The partnership is uncertain since the company and technology are new. Susanne is uncertain what to do because she is limited by numerous constraints, such as the uncertainty and complexity of the technology, the management success of Simple Phones, and time, since other companies are interested in the partnership. This is an example of _____. bounded rationality a bounded dilemma limited scope an ethical dilemma groupthink
bounded rationality
The idea that proposes that the ability of decision makers to be rational is limited by numerous constraints, such as complexity, time, cognitive capacity, values, skills, habits, and unconscious reflexes, is known as _____. bounded rationality rational decision making analytics nonrational decision making MBO
bounded rationality
operational plans
break tactical plans into actionable short-term goals, specify how work will get done and what resources will be needed (1-52 weeks) 1. standing plans 2. single-use plans 3. management by objectives (MBO)
Administrative changes that managers can make to reduce the stressors that lead to employee burnout are called _____.
buffers
Managers can use introduce ________ to help reduce employees' work stress and improve their well-being.
buffers
inspirational appeals
build enthusiasm and support by appealing to emotions, values, or ideals to persuade
job enrichment
building motivating factors, such as responsibility, achievement, recognition, stimulating work, and advancement, into a job
Belinda's boss shouts at her and uses profanity when he is upset and has humiliated her in staff meetings by belittling her opinions and calling her "stupid." These are examples of _____.
bullying
Repeated mistreatment of one or more persons involving abusive physical, psychological, verbal, or nonverbal behavior that is threatening, humiliating or intimidating is a type of harassment known as _____.
bullying
Michele manages employees at Maui Tours and Lodging. She has noticed that one of her employees submits via the computer system the same suggestions for continuous improvement multiple times, knowing that performance is evaluated on the number of suggestions only. This problem is typical of ______ control. bureaucratic functional autocratic market decentralized
bureaucratic
Which kind of organization is most likely to try to exert too much control? market employee-driven decentralized matrix bureaucratic
bureaucratic
When an individual reaches a state of emotional, mental, or even physical exhaustion, it is called _____.
burnout
The BCG matrix is a means of evaluating strategic business units on the basis of their _____. product quality and profitability differentiation and profitability business growth rates and share of the market business costs and share of the market BCG ratio
business growth rates and share of the market
The BCG matrix is a means of evaluating strategic business units on the basis of what 2 things?
business growth rates and share of the market
An organization's _______ expresses the need the firm will fill, the operations of the business, its components and functions, and the expected revenues and expenses.
business model
Porter's four competitive strategies 1. cost-leadership 2. differentiation 3. cost-focus 4. focused-differentiation
business-level strategies that target either wide or narrow markets
Foster, who owns a successful business with two locations and a few international clients, was approached by a large organization about dramatically expanding his company. Foster later told his wife that he is happy with his success, but he wants to stay small because if he decides to add new products, small companies
can get started more easily and maneuver faster.
Arthur, a production manager, knows that some of his employees are upset with a new corporate policy that eliminates a tuition reimbursement program. As a result, some of these employees are reducing their productivity. According to Taylor's principles to improve workers' productivity, to eliminate this behavior, Arthur should
carefully select workers according to their abilities and give workers training.
Emotional intelligence reflects the ability to: (select all that apply)
carry out accurate reasoning about emotions monitor your and others' feelings and to use this information to guide your thinking and actions use emotions and emotional knowledge to enhance thought
MBO works by objectives moving through the organization; that is, top managers set general organizational objectives, which are translated into divisional objectives, which are translated into departmental objectives. The hierarchy ends in individual objectives set by each employee. This is an example of MBO working as objectives ______ through the organization.
cascade down
In the BCG matrix, organizations that have slow growth but high market share, and income from them often finances stars and question marks, are ____. sleepers cash cows dogs sleeping giants turtles
cash cows
strategy map
casual representation of the four perspectives of the balanced scorecard
how communication should flow down from one person to another
chain of command
A consultant with a background in behavioral sciences who can be a catalyst in helping organizations deal with old problems in new ways is known as a _____. modification expert conversion specialist development counselor transformation consultant change agent
change agent
Which of the following is part of Deming's PDCA cycle? apply process direct decide check
check
decision
choice made fro available alternatives
Employees who frequently praise their co-workers, show up for work on time, offer helpful suggestions, and take good care of the company's equipment are demonstrating organizational ______.
citizenshio
Tia and Sam are partners who solely own T and S Florist. As owners, they can
claim the organization as their legal property
Employees and customers are treated like a family at Bayou Seafood Café. Paul and Betsey, the owners, work to encourage unity to increase their employees' job satisfaction and commitment. At their café, Paul and Betsey have built a(n) ____. bureaucracy culture market culture adhocracy culture clan culture goal-driven agenda
clan culture
transactional leadership (task-oriented leadership)
clarifying task requirements and roles for employees and providing performance-based rewards and punishments (reinforcement)
Which management viewpoint assumes that people are rational?
classical
Historical Perspective
classical, behavioral, and quantitative
For years Print and Copy, a copier machine supplier, enjoyed strong sales and a huge share of the copier market, far ahead of its nearest competitor. However, over the years, Print and Copy seldom asked customers for feedback. So when some of Print and Copy's competition responded to customers' needs and started offering copiers with new features (such as wireless printing from laptop and tablet computers), Print and Copy lost much of its market share. Print and Copy's system is best described as
closed
Which form of workplace labor agreement is now considered illegal?
closed shop
Match the four basic kinds of workplace labor agreements with the correct description. Instructions
closed shop: Employers may hire only workers for a job who are already in the union. union shop: Workers must join the union within a specific time after being hired. agency shop: Workers must pay equivalent of union dues, but are not required to join the union. open shop: Workers may choose to join or not join a union.
Olympia Marketing has instituted new policies around misappropriation of assets, conflicts of interests, and kickbacks. Also with the local elections just around the corner, management sent out reminders about political contributions and confidentiality of company information. All of these policies can be found in Olympia Marketing's
code of ethics
Karl was put on probation for a string of customer complaints about his poor service and professionalism. His supervisor was using ______ power. socialized reward expert coercive referent
coercive
The ______ component of an attitude consists of the beliefs and knowledge one has about a situation. cognitive affective perceptual decisional behavioral
cognitive
What is the psychological discomfort that people experience when their attitudes and behaviors are incompatible?
cognitive dissonance
The process of negotiation between labor unions and management to resolve disputes concerning benefits, compensation, working conditions, and job security is known as ______.
collective bargaining
The process through which the union and management negotiate pay, benefits and other work terms is _____.
collective bargaining
The extent to which an employee identifies with an organization and is committed to its goals is known as organizational _____.
commitment
The growth, stability, and defensive strategies are ____. leadership strategies common grand strategies types of differentiation plans cost-leadership strategies stabilization strategies
common grand strategies
The city fire department offers its services to any individual within its city limits, so even Ken, who is driving through the city on vacation, received assistance with a car fire. The fire department is an example of a ________organization.
commonweal
In the BCG matrix, CASH COWS are _____. highly overvalued, so are not wise purchases companies with slow growth and high market share risky new ventures beyond reach, due to their high purchase price and profits organizations with high growth and high market share which are definite keepers
companies with slow growth and high market share
1. clan culture 2. hierarchy culture 3. adhocracy culture 4. market culture
competing values framework (internal/external, flexibility/stability)
Gathering information about your competitors' activities so that you can anticipate their moves and react appropriately is known as ____. MBO environmental exploration competitive intelligence scouting benchmarking
competitive intelligence
Pedro, CEO of a successful IT company, is constantly reading press releases, ads, and news articles about his competition, and he regularly checks information about new competitive products and visits trade shows to study his competition. Pedro is involved in ____. management by observation environmental observation TQM corporate spying competitive intelligence
competitive intelligence
gaining information about one's competitors' activities so that you can anticipate their moves and react appropriately.
competitive intelligence
Which of the following is not a suggested strategy for laying out your ideas in writing? complex to general least controversial to most controversial most important to least important purpose first negative to positive
complex to general
The ability of decision makers to be rational is limited by numerous constraints, such as
complexity, time and money, imperfect or too much information, conflicting goals, and their cognitive capacity, values, skills, habits, and unconscious reflexes
A(n) ________ listener tries to determine the rationale of the speaker's argument, preferring logical presentations without interruptions, focusing on relationships among ideas, and waiting until all information is available before expressing opinions. evaluative impartial empathetic comprehensive appreciative
comprehensive
Because upper management must deal with problems that are ambiguous but that could have far-reaching consequences, ________ skills are particularly important for top managers.
conceptual
People with a _________________ style have a high tolerance for ambiguity and tend to focus on the people or social aspects of a work situation. They take a broad perspective to problem solving and like to consider many options and future possibilities.
conceptual
When Clay, a general manager of a national retailer, moved to a different store in his company that was having difficulty, he knew that sales were low and after talking to his employees, he found morale was also low. At first Clay thought attitudes were poor due to low sales, but after working closely with employees, he realized that the poor attitudes were actually the cause of poor sales. Clay was able to discover the cause of the problem by utilizing ________ skills.
conceptual
process perspectives 1. equity theory 2. expectancy theory 3. goal-setting theory
concerned with the thought processes people use to decide how to act
The communication advantages of social media use by businesses can best be summarized as _____. connectivity self-promotion distraction privacy productivity
connectivity
Of the Big Five personality dimensions that have a positive relationship to job performance, _____ describes how dependable, responsible, and achievement-oriented a person is.
conscientiousness
organization
consciously coordinated activities or forces of 2+ people
Organizations using a matrix structure _____. contain two command structures, in which some people actually report to two bosses utilize teams or workgroups with few lines of authority centralize authority into a single person establish a hierarchy in which employees report to only one supervisor contain multiple overlapping command structures, in which employees report to several managers
contain two command structures, in which some people actually report to two bosses
Within her company, Nadine utilizes a management style that varies according to the individual and environmental situation, with a strategy for minimizing errors by managing each stage of production. She has also set up a system with inputs, outputs, transformation processes, and feedback. Nadine's management perspective is best described as
contemporary
Within his company, Vernon has set up a system with inputs, outputs, transformation processes, and feedback. He utilizes a management style that varies according to the individual and environmental situation, with a strategy for minimizing errors by managing each stage of production. Vernon is utilizing a _______ perspective.
contemporary
As you prepare to work in a global economy, what will help you to more effectively communicate with and influence others?
context
According to the integrated model, motivation is affected by both personal factors and ________ ones.
contextual
According to the integrated model, motivation is affected by both personal factors and ________ ones. contextual subconscious incentive irrational historic
contextual
Which viewpoint emphasizes that a manager's approach should vary according to the individual and the environmental situation?
contingency
The process of fitting the organization to its environment
contingency design
The process of instituting ongoing small, incremental improvements in all parts of an organization is called _____. productivity continuous improvement MBO reengineering radical innovation
continuous improvement
Lauren wants to develop her proactive learning skills in order to increase her career readiness. What would you advise her to do?
contribute to a LinkedIn conversation about trends in her industry
management by exception
control principle that states that managers should be informed of a situation only if data show a significant deviation from standards
measurement management
controlling an organization with easily identifiable and agreed-upon measurement criteria
Charmaine, a district manager for a global retailer, is traveling to different stores in her district to discuss with store managers how to increase profitability for the rest of the fiscal year. What is Charmaine doing?
controlling the direction of the planning/control cycle
values statement
core priorities, beliefs, culture, standards, contributions offered to the world
Self-efficacy, self-esteem, locus of control, and emotional stability are traits that make up an individual's ______.
core self-evaluation
All of the following are contextual factors in the integrated model of motivation except
core self-evaluations
diversification strategy
corporate-level strategy in which company operates several business to spread risk out among multiple markets (unrelated, related, vertical integration)
Absenteeism, drug and alcohol abuse, and disciplinary problems are examples of _____. causal attribution organizational citizenship behaviors self-serving bias self-efficacy counterproductive work behaviors
counterproductive work behaviors
a negative force working against a proposed change
counterthruster
Michael Porter
creating unique organization is best way to get advantage over competitors
virtuous circle
creation of "fit" as activities reinforce one another, developing a complex integrated activity system and barriers of entry
GLOBE Project
cross-cultural investigation of what drives the effectiveness of people, according to nine cultural dimensions: (1) power distance, (2) uncertainty avoidance, (3) institutional collectivism, (4) in-group collectivism, (5) gender egalitarianism, (6) assertiveness, (7) future orientation, (8) performance orientation, and (9) humane orientation
A team composed of people from different departments who are pursuing a common objective is called a _____. workforce virtual team quality circle cross-functional team problem-solving team
cross-functional team
Symbols, stories, heroes, and rites and rituals are ways in which ____ is (are) most often transmitted to employees.
culture
Hayley, from California, arrived in Saudi Arabia and immediately noticed that the way Saudi men treat women is vastly different than the way men in the United States treat women. Hayley was feeling uncomfortable and disoriented because she was experiencing
culture shock
The second step in the strategic-management process is to look at where the organization stands and see what is working and what could be different to maximize efficiency and effectiveness in achieving the organization's mission. This step is the process of completing a(n) _____. grand strategy current reality assessment organizational vision statement ethical and diversity evaluation company synergy assessment
current reality assessment
someone suffering from ____________ designs products without understanding what it's like to be as ignorant as the rest of us.
curse of knowledge
Ford Motor Co. has separate divisions for passenger-car dealers, for large trucking customers, and for farm products customers. Ford is an example of an organization with ____. customer casting geographic divisions customer divisions product divisions matrix partitions
customer divisions
There are many positive effects to globalization, but which of the following would be a negative effect?
data sharing
At the strategic level of planning, managers must pay attention to the environment outside the organization, be future oriented, and
deal with uncertain and competitive conditions
learned helplessness
debilitating lack of faith in one's ability to control one's environment; linked to low self-efficacy
Artem, the president of Instructor Services, told one of his new hires that "Managers are encouraged to solve their own problems rather than to buck the decision to a higher level, and decisions are made more quickly, which increases our organization's flexibility and efficiency." These advantages that Artem spoke of are attributed to ____. centralized authority decentralized authority work specialization management accountability management responsibility
decentralized authority
competitive trade-off
decide not to pursue other strategies, focus on one particular position, differentiate company
corporate-level strategy
decides what markets or industries to compete in (single-product or diversification)
A graph of decisions and their possible consequences is a ______. resolution graph decision-result assessment decision tree decision structure corporate hierarchy
decision tree
Thinking vs. Feeling
decision-making preference
Perceptive vs. Judgmental
decision-making style
The combination of how an individual perceives and responds to information is a reflection of their ____. big data perception perception scale observation guide ambiguity index decision-making style
decision-making style
Which of the following is not an element of the communication model? noise feedback decoder sender message
decoder
People tend to become ______ when they feel attacked or threatened during feedback, a stance that can lead to shutting down or trying to prove that the feedback giver is wrong.
defensive
Ace Manufacturing has high turnover continually due to issues with the corporate office. Paul, the plant manager, is frustrated and cannot find a solution to stop it. At first he offered raises to many of the good employees who were leaving, but after a while, Paul started blaming those who were leaving, saying, "they are poor-quality employees and they are to blame for leaving." Paul is engaged in ____. defensive avoidance delayed change panic blind avoidance relaxed change
defensive avoidance
Over the course of 40 years, Sal grew his company to six package shipping stores. With his retirement approaching and the increased competition, he decided to reduce the number of locations to two. Sal's reduction of effort represents a _____. fixed plan defensive strategy stability strategy merger approach growth strategy
defensive strategy
contingency factors
degree to which each individual employee desire motivation
leader-member relations (fiedler's contingency model)
degree to which group shows support, trust, and loyalty toward the leader, correlated with high levels of instrumentality
position power (fiedler's contingency model)
degree to which leader has authority to reward, punish, and make work assignments
locus of control internal: control his/her own destiny external: external forces control him/her
degree to which people believe they control their fate through their own efforts
task structure (fiedler's contingency model)
degree to which tasks are unambiguous, routine, and predictable (more influence if more structured)
define decentralized authority
delegate power throughout company
Ralph, the manager of a busy hardware store, knows that he needs to entrust many of his tasks to managers and other employees, rather than falling into the common trap of perfection, believing he is the only person who can do this right and on time. This process of assigning tasks to lower-level managers and employees is known as ____. accountability outputting handing delegation span of control
delegation
Hostile work environments are: (select all that apply)
demeaning unethical
When a food distributor considers changing the products it markets in the southern states because of an increasing percentage of customers from Central and South America, it is examining the ____ forces at work in the southern United States.
demographic
________ occurs when an employee remains in employment with the company, but their current responsibilities, pay, and perquisites are taken away.
demotion
organizing
deployment of resources in a way that will achieve strategic goals
Job ________ summarizes what job holders do and why and how they do it.
description
existence needs (physiological and safety)
desire for physical well-being
need for affiliation
desire to be liked and accepted
need for achievement
desire to excel, solve problems, achieve excellence in difficult tasks, and do something more effectively and efficiently
growth needs (self-actualization)
desire to grow as human beings and reach full potential
relatedness needs (social/belongingness)
desire to have meaningful relationships
need for power - personal power + institutional power
desire to influence or control others
behavioral leadership approaches task-oriented leadership relationship-oriented leadership
determine the distinctive styles used by effective leaders, focus on what leaders actually do and recognizing that leadership can be learned
fiedler's contingency model (contingency leadership approach) lest-preferred coworker questionnaire situational control
determines (1) if a leader's style is task-oriented or relationship-oriented based on an LPC questionnaire and (2) if that style is effective for the situation at hand
Job analysis
determines, by observation and analysis, the basic elements of a job.
empowering leadership (relationship-oriented leadership)
develop employees' perceptions of their sense of control over their work (psychological empowerment) by ensuring employees' progress, competence, self-determination, and meaningfulness
informal communication channels
develop outside the formal structure and do not follow the chain of command; grapevine and MBWA
standing plan
developed for activities that recur regularly over a period of time
Which of the following is NOT a reason for an organization to adopt planning and strategic management?
developing MBO
Peers and subordinates may be good sources of performance information for ________, rather than ________ purposes.
developmental; evaluative
Alex is the R&D manager with Digital Copier Inc. The company is having a problem with one of its most popular copiers jamming. The vice president of marketing told Alex that "we need to quickly discover how to turn this problem into a desirable situation. You need to determine the underlying cause of the problem and perhaps even make improvements to the copier." When Alex analyzes the underlying causes of the paper-jam problem, which function is he performing?
diagnosis
Alex is the R&D manager with Digital Copier. The company is having a problem with one of its most popular copiers jamming. The vice president of marketing told Alex that "we need to quickly discover how to make this a desirable situation. You need to determine the underlying cause of the problem and perhaps even make improvements to the copier." This is an example of ____. analytics MBO feasibility synergy diagnosis
diagnosis
Analyzing the underlying causes is the process of ____. undermining diagnosis analytics digging management through analysis
diagnosis
As an OD consultant, Sharon is designing a survey of employee attitudes to be given to workers at SW Emergency Clinic. By collecting this information, Sharon is conducting the ______ stage of OD. evaluation intervention unfreezing diagnosis refreezing
diagnosis
What is the first stage of the OD process.
diagnosis
The organizational development (OD) process has three steps: ____, ____, and ____. diagnosis, intervention, and evaluation intervention, implementation, and execution evaluation, data collection, and diagnosis management, diagnosis, and implementation management, revitalization, and adaptation
diagnosis, intervention, and evaluation
Windowok Inc. implemented a new pay policy for its employees. According to the policy, all employees who exceed their performance targets will earn a bonus in addition to their regular pay. What has Windowok implemented?
differential rate system
Organic Market sells high-quality products and grocery items that are unique to their area; in addition it offers delivery for customers who are unable to leave their home and a number of regular workshops regarding eating healthy. By offering these types of products and services, Organic Market is pursuing a _____ strategy. differentiation cost-focus focused-differentiation cost-savings value-focused
differentiation
According to Lawrence and Lorsch, the stability of an organization's environment determine(s) the degree of ____. profitability that is vital differentiation or integration that is appropriate synergy needed in an organization marketing and integration that is profitable differentiation and efficiency needed
differentiation or integration that is appropriate
A sex-role stereotype is the belief that
differing traits and abilities make males and females particularly well suited to different roles.
Goal displacement, satisficing, and groupthink are ____. advantages of group decision making disadvantages of group decision making disadvantages of individual decision making problems with synergy a normal aspect of all groups
disadvantages of group decision making
Relationship management is the component of emotional intelligence that deals with the ability to: (select all that apply)
disarm conflicts communicate clearly and convincingly build strong personal bonds
Refusing to hire or promote an individual or making other employment decisions based upon factors such as ethnicity, religion, or gender is referred to as workplace ________.
discrimination
If a firm gives all international assignments to people without disabilities, assuming they will therefore not require special accommodations, which type of workplace discrimination has occurred? harassment reverse discrimination disparate treatment adverse impact wage gap
disparate treatment
The vice president of human resources for a national electronics retailer is meeting with employees of several stores to present information to workers that their stores are closing and how the company will help employees in the future. Here, the vice president of HR is playing a(n) ________ role.
disseminator
According to Harvard Business School professor Michael Porter, strategic positioning means _____ to achieve sustainable competitive advantage.
distinctive positioning
Which type of justice reflects the perceived fairness of how resources and rewards are distributed or allocated, according to equity theory?
distributive
Rosario, a department manager, has been dealing with two workers in her department who do NOT get along. Due to family problems for both employees, today they had a loud argument in the break room. Rosario is meeting with both to resolve the issues. Which managerial role is Rosario playing?
disturbance handler
Quality Services is an organization that operates several companies that market food products, restaurant equipment, and paper and plastic products, and it even has a division that counsels restaurant owners, helping them become established. Quality Services is involved in a _____ strategy. multiproduct focused-differentiation strategy single-product diversification differentiation
diversification
Quality Services is an organization that operates several companies that market food products, restaurant equipment, and paper and plastic products, and it even has a division that counsels restaurant owners, helping them launch new restaurants successfully. Quality Services is pursuing a _____ strategy.
diversification
strategy means operating several businesses to spread the risk. Major entertainment/media companies follow this strategy.
diversification strategy
An organization's ______ climate is the employees' aggregate "perceptions about the organization's diversity-related formal structure characteristics and informal values."
diversity
_____ represents all the ways people are unlike and alike - the differences and similarities in age, gender, race, religion, ethnicity, sexual orientation, capabilities, and socioeconomic background.
diversity
job design perspectives - job simplification, job enlargement, job enrichment - job characteristics model
division of an organization's work among its employees and the application of motivational theories to jobs to increase satisfaction and performance (fitting jobs to people)
The arrangement of having discrete parts of a task done by different people is known as a(n) ____. employee structure division of labor common purpose organization chart contingency approach
division of labor
When using punishment, a manager should _____. ignore undesirable behaviors punish even minor infractions, to appear consistent make sure that other employees witness the punishment do it in conjunction with positive reinforcement save reprimands until the end of the workday, or preferably before a weekend
do it in conjunction with positive reinforcement
- false sense of security - rigidity in a turbulent environment - hinder intuition and creativity
drawbacks of planning
Simon and his managers are discussing the unemployment, inflation, and interest-rate trends that might affect their chain of sandwich shops over the next 12 months and the projected growth in the areas where the stores are located. The managers are studying the ______ forces in their organization's general environment.
economic
Angela wants to sell her business. Sadie has expressed an interest in purchasing it, but is worried about whether or not she will qualify a loan with the interest rates going up. Sadie is worried about a/an
economic force
Making formal statements, engaging in rites and rituals, utilizing employee training and coaching, demonstrating how a leader reacts to a crises, being a role model, and giving rewards, promotions, and bonuses are some of the teaching methods that organizations can utilize to
effect corporate change
Manuel, a supervisor, is known by his managers to be sharp in his decisions and has a good track record of meeting his goals. Manuel is a(n) ____ manager.
effective
house's path-goal theory (contingency approach to leadership) leader behaviors employee characteristics environmental factors leadership effectiveness
effective leader makes desirable rewards available and increases their motivation by clarifying paths/behaviors and removing roadblocks that will help them achieve goals; leader behaviors and effective leadership are determined by employee characteristics and environmental factors
contingency leadership approaches (situational theories) fiedler's contingency model house's path-goal leadership theory
effective leadership behavior depends on the situation at hand and must be changed accordingly
Timothy, a restaurant general manager, carefully watches his costs by reusing some items that in the past were immediately thrown away. Timothy is an example of a(n) _____ manager.
efficient
Kotter proposed which of the following for organization change? eight steps for leading organizational change a three stage model: unfreezing, changing, and refreezing a three-step model: diagnosis, intervention, and evaluation ten reasons employees resist change three types of innovation: adaptive, innovative, and radically innovative
eight steps for leading organizational change
Greg, the CEO of Organic Market, wants managers and employees to instruct each other about the organization's chosen values and beliefs. Greg has encouraged the seasoned employees to retell stories about the company legends, and he plans on bringing back the monthly rewards. Greg is endeavoring to
embed company culture
Greg, the CEO of Organic Market, wants managers and employees to instruct each other about the organization's chosen values and beliefs. Greg has encouraged the seasoned employees to retell stories about the company legends, and he plans on bringing back the monthly rewards. Greg is endeavouring to ____. add heroes establish a value system embed industry culture embed company culture use a diversity plan
embed company culture
Della, the new CEO of Sky Advertising, has been with the firm for over 25 years. She was picked by the board to turn the 85-year-old agency around and to do so, Della wants to bring back some old ideas that previously worked at Sky. She plans on having managers and veteran employees instruct each other about the organization's chosen values, beliefs, and expectations through holding some of the old rites and rituals, retelling stories about company legends, bringing back training and coaching, and once again having quarterly reward ceremonies. The things Della wants to do are an example of ____. embedding culture TQM decentralizing authority a value stabilizing plan MBO
embedding culture
People high in ______ are responsive to others' social and interpersonal cues. agreeableness external locus of control emotional intelligence self-efficacy self-esteem
emotional intelligence
The ability to monitor your own feelings and those of others and to use this information to guide your thinking and actions is referred to as _____.
emotional intelligence
The extent to which a person is relatively secure and unworried and how likely she or he is to experience negative emotions under pressure is known as _______.
emotional stability
behavioral viewpoint
emphasized the importance of understanding human behavior and of motivating employees toward achievement Emotional and unpredictable -early behaviorists (munsterberg, follett, mayo) -human relations movement (maslow, mcgregor) -behavioral science approach (relies on scientific research)
strategic skills (basic leadership skill)
employed in drafting mission, vision, strategies, and implementation plans for an organization (top leaders)
To better help employees cope with family and workplace demands, Suzette's employer has a comprehensive program that includes counseling on family matters, financial problems, and drug and alcohol abuse. This is BEST described as a(n) _______ program.
employee assistance
Which of the following is NOT a principal reason why an employee may be transferred? to broaden employee experience. to retain employee interest and motivation by presenting a new challenge. employee's skills are needed in another part of the organization. employee is suspected of illegal behavior. employee has personal differences with their present boss.
employee is suspected of illegal behavior.
Which of the following is not a contextual factor of motivation? organizational culture physical environment rewards and reinforcement cross-cultural values employee personality
employee personality
According to human resource professionals, what is the most effective source for external recruiting?
employee referrals
Maryanne was looking over her son's school supply list and saw that he needed three 2-inch binders, a pack of copy paper, and a box of staples. Knowing that her company had all of this in the supply closet, she planned to just bring them home with her the next day. This would be considered
employee theft
goal-setting theory (process)
employees can be motivated by goals that are specific and challenging, but achievable; recognized in almost every motivation theory
Which of the following is the factor that most reduces an organization's ability to learn from failure? employees with a strong desire to acquire personal wealth employees who embrace a learning culture employees who like to experiment with multiple solutions employees with a high tolerance for ambiguity employees who blame others for failure
employees who blame others for failure
hawthorne effect
employees worked harder if they received added attention, thought that managers cared about their welfare and that supervisors paid special attention to them
Ability, performance, and personality tests are the three most common types of ______ tests.
employment
business skills (basic leadership skill)
enable people to maximize the use of organizational assets, becoming more necessary as leaders advance up ex: mindfulness, curiosity, and optimism
Lee worked on a global team for an American company, and all her work had to be completed in her second language, English. Sometimes her teammates misinterpreted her meaning. This is an example of a(n) ______ barrier to communication. encoding sender receiver feedback decoding
encoding
individualized consideration (transformational leadership)
encourage personal growth in their employees by mentoring, challenging, and empowering them; carefully listen to individual needs and create supportive environment "you have the opportunity to grow and excel here"
personality
enduring psychological traits and behavioral attributes that give a person his/her identity
Bryan Barry suggests that to keep a strategic plan on track, organizations should ____. engage people, keep people happy, provide fun activities, and provide good benefits engage people, keep it simple, stay focused, and offer a good benefit package aggressively compete, cut costs, focus on customer service, and engage people engage people, keep it simple, stay focused, and keep moving provide fun activities, provide good benefits, and keep it simple
engage people, keep it simple, stay focused, and keep moving
Regarding the results of a SWOT analysis, organizational opportunities are ____. MBO skills and opportunities that should be emphasized skills and capabilities that give an industry advantages in executing its strategies environmental factors that the organization may exploit for a competitive advantage weaknesses within the organizational hierarchy problems that a specific industry needs to correct
environmental factors that the organization may exploit for a competitive advantage
You may compare your ratio of inputs to outputs to the ratio of others at your place of employment in a process described by ______ theory. reinforcement justice expectancy equity goal-setting
equity
decision makers increase their commitment to a project despite negative information about it.
escalation of commitment bias
Hewlett-Packard founders David Packard and William Hewlett created a close-knit organizational culture that gave a lot of responsibility to employees and fostered innovation within the company. ______ are individual responsibility and the importance of innovation.
espoused values
the explicitly stated values and norms preferred by an organization, as may be put forth by the firm's founder or top managers.
espoused values
Which of the following is a step in the control process? implement TQM evaluate opportunities establish standards compare work units to one another complete a job redesign
establish standards
Self- _______ is defined as the extent to which people like or dislike themselves, or their overall self-evaluation.
esteem
The need for status, reputation, and recognition are part of _____. love safety esteem self-actualization physiological
esteem
The employees of Pi's Pizza, a local pizza restaurant, feel that the owners and managers really try to follow the ethical policies outlined in their company's code of ethics. Curtis, a cook, said that "Just today, Rob, our manager, called our supplier to let them know we received an extra case of tomatoes that we did not pay for. And they do this type of thing almost every day." Pi's Pizza maintains a(n)
ethical climate
Cheyanne, the regional manager of a global sales organization, gives freedom to the sales representatives on the amount spent on gifts for prospective Asian and European customers. Cheyanne is managing for
ethical standards
Pat, the human resources manager, has significant experience handling ethical issues in the workplace. Over the years he has received extensive training in matters of workplace ethics, and with a legal background, the management of his company rely on Pat to assist them with legal issues, especially with ethical dilemmas. Pat is a good example of a(n) _____. ombudsman officer oversight specialist whistle-blower ethics officer proprietary officer
ethics officer
Which aspects are among the internal dimensions on the "diversity wheel"?
ethnicity age
Which of the following are included in the internal dimensions of diversity?
ethnicity race age
_____ is the belief that one's native country, culture, language, abilities, and/or behavior are superior to those of another culture.
ethnocentricsm
BCG Matrix
evaluate business units based on market growth rate and market share
In which step of the learning and development process does the employer analyze whether employees' gaps in knowledge have been successfully filled?
evaluation
When faced with a business problem, Lauren, a young shoe store owner, discusses business problems with Kurt, the assistant manager and an employee for over 30 years. Lauren believes Kurt "has seen it all" and knows there are few really new ideas; plus the business has done many simple things, such as offering friendly service, to create and maintain a competitive edge. Lauren's management style is best described as
evidence-based
Olivia, the owner of a small city newspaper, started her business two years ago, believing that there was still enough demand for her product. However, because people are busy and with the availability of news online, she has seen the demand for her paper drop steadily. Olivia made a decision to change the original direction of the company and focus more on an Internet news service. By demonstrating that managers need to think and act as if their company is an unfinished prototype, won't be ruined by new ideas and focusing on facts, Olivia is relying on _____. the knee-jerk reaction theory intuition evidence-based decision making a knowledge dilemma a decision tree
evidence-based decision making
Global CEOs desire ___________ even more than profit growth, stimulating innovation, customer loyalty, and finding qualified employees
excellence in execution
A(n) ________ interview is a formal conversation between a manager and a departing employee to find out why they are leaving and to learn about potential problems in the organization.
exit
According to expectancy theory, the primary elements that determine how willing an employee is to work hard at tasks important to an organization, those that relate effort, performance, and outcomes, are _____. existence, relatedness, and growth safety, esteem, and self-actualization motivation, recognition, and hygiene achievement, affiliation, and power expectancy, instrumentality, and valence
expectancy, instrumentality, and valence
According to expectancy theory, the three primary elements that determine how willing an employee is to work hard at tasks important to an organization are
expectancy, instrumentality, and valence
instrumentality (performance-to-outcome)
expectation that successful performance of a task will lead to a desired outcome (trust of managers)
Medical knowledge possessed by doctors results in their ______ power.
expert
Medical knowledge possessed by doctors results in their ______ power. expert reward coercive referent legitimate
expert
Espoused values are
explicitly stated values and norms preferred by an organization
Espoused values are _____. a narrative based on true events, which emphasize a particular value physical manifestations of its core beliefs profit and cost expectations stated in the business plan the values and norms actually exhibited in the community explicitly stated values and norms preferred by an organization
explicitly stated values and norms preferred by an organization
mission statement
expresses company's reason for being, addresses needs that will be met, created by top management and BOD
vision statement
expresses where organization wants to go and what it wants to become, actions needed to get there, and clear sense of future
organizational commitment (work-related attitude)
extent to which an employee identifies with an organization and is committed to its goals
self-esteem
extent to which people like or dislike themselves (overall self-evaluation); determines reaction to failure
job satisfaction (work-related attitude)
extent to which you feel positive or negative about various aspects of your work
A(n) _____ locus of control indicates that you believe outside forces control you.
external
Mark failed his last test and blamed it on the fact that the test was poorly written and the room was too noisy for him to concentrate, not because he didn't study for the test. Mark would be said to have a(n)_____ locus of control.
external
Locus of control, or the extent to which people believe they control their fate through their own efforts, can be characterized as:
external internal
In which layer of diversity would an individual's work experience be classified?
external dimension
To focus on improving company customer service this year, the CEO of a home goods manufacturing company outlined a list of stakeholders to concentrate on: distributors, local communities, and special-interest groups. These three groups are
external stakeholders
At the end of the fiscal year, Dilinger Investments releases an earnings report to clients. This is an example of communicating _____. upward horizontally vertically downward externally
externally
The weakening of behavior by ignoring it or making sure it is not reinforced is called _____. extinction intrinsic motivation punishment negative reinforcement positive reinforcement
extinction
Which type of communication is highest in media richness? face-to-face report telephone newsletter videoconference
face-to-face
Managerial leadership is defined as the process of influencing others to understand and agree about what needs to be done and the process of _____. minimizing the impacts of environmental change on the organization striving for constructive change by setting a direction for the future facilitating individual and collective efforts to accomplish shared objectives motivating others to achieve extraordinary levels of performance creating a vision and a strategic plan for an organization
facilitating individual and collective efforts to accomplish shared objectives
frustration-regression principle
failure to meet a higher order need may cause a regression to an already satisfied lower-order need (ERG theory)
Employees resist change for all the following reasons except _____. individuals' low predisposition toward change peer pressure disruption of group relationships faith in change agent's intentions fear of the unknown or failure
faith in change agent's intentions
A person's emotional stability refers to how intellectual, imaginative, curious, and broad-minded he or she is.
false
According to Chester I. Barnard, an organization is made up of at least one person who strives daily to achieve the organization's goals.
false
After 20 years on the job, Elvira retired. For several different reasons, the company decided not to replace Elvira with someone else. This is an example of turnover for a company.
false
Arbitration is the process in which a neutral third party, a mediator, listens to both sides in a dispute, makes suggestions, and encourages them to agree on a solution.
false
Authority is the extent to which a person is able to influence others so they respond to orders
false
Before applying for a job as a contracts analyst, Carlos read the job analysis for the available position. This document indicated that the responsible employee reviews contracts for technical accuracy and completeness, and tracks invoices against the executed contracts.
false
Carlos is a manager who has poor leader-member relations with his employees who perform unambiguous, easily understood tasks. He should use a task-motivated leadership style.
false
Employees who play the role of initiator, coordinator, energizer, or orienter are playing a maintenance role in the organization.
false
Fiedler's contingency leadership model argues that leadership behaviors should be determined by position power only.
false
For Megan's end-of-year performance appraisal, her supervisor solicited feedback from three of Megan's coworkers, the manager of the customer-service department, several of Megan's clients, and even a few employees in other departments with whom she worked recently. Megan's performance appraisal is an example of an employee survey.
false
In adjourning, conflicts are resolved, close relationships develop, and unity and harmony emerge.
false
In an organic organization, tasks and rules are clearly specified.
false
In two-tier wage contracts, veteran employees are paid less or receive fewer benefits than new employees.
false
Job enlargement enables workers to focus on doing more of the same task to increase productivity.
false
Leadership is the ability to marshal human, informational, and other resources to get something done.
false
Marla, an employee for a government defense contractor, likes the strict culture that she finds with AeroDyno Industries, which supplies equipment parts to several military bases. There is very little focus on the external environment and little company flexibility due to the type of customers that AeroDyno serves. Because the product it sells needs little improvement and there is virtually no competition, AeroDyno Industries takes few risks. AeroDyno Industries is an example of an adhocracy culture.
false
Members of a group that are asking "What's next?" are in the performing stage of team development.
false
Most workers rate monetary benefits higher than they rate having a caring boss.
false
Narcissism is a key positive leadership trait.
false
Organizational culture appears as five layers: observable artifacts, espoused values, basic assumptions, informal groups, and management groups.
false
Reinforcement theory attempts to explain behavior change by suggesting that behavior with negative consequences tends to be repeated, whereas behavior with positive consequences tends not to be repeated.
false
Research reveals that reactive people tend to be more satisfied with their jobs, committed to their employer, and produce more work than proactive individuals.
false
Someone who is ethnocentric believes that his or her native country, culture, language, abilities, or behavior is inferior to those of another culture.
false
The IT network that allows for the movement of organizational information within that company is known as the organizational structure.
false
The metaphor for an invisible barrier preventing women and minorities from being promoted to top executive jobs is the steel curtain.
false
The primary purpose of relationship-oriented leadership behavior is to ensure that people, equipment, and other resources are used in an efficient way to accomplish the mission of a group or organization.
false
The result of too much conflict in the workplace is usually indolence.
false
Thought is the process of interpreting and understanding one's environment.
false
True or false: Asking for feedback as you work is viewed negatively by managers and results in lower performance ratings.
false
True or false: Low levels of stress lead to optimal performance.
false
True or false: Managers of employees with low self-efficacy can overcome this issue by lowering their expectations and assigning such employees to part-time jobs.
false
True or false: Signing a collective-bargaining agreement eliminates any ongoing differences between labor and management.
false
True or false: The term "diversity" is synonymous with differences.
false
Trust in the workplace is based on authority and control.
false
Two advantages of decentralization are that (1) managers are encouraged to not solve their own problems, but rather to ask for assistance as soon as possible, and (2) decisions are made more slowly, because they are discussed at a higher level of management.
false
Undocumented immigrants make up about 20 percent of the U.S. workforce.
false
true or false: culture change is fast
false- slow
Mintzberg concluded that managers play three broad types of roles: interpersonal, analytical, and critical. (T/F)
false. It was interpersonal, informational, and decision making
Adaptive change is __________
familiar
Kaylee's customers seem to be buying less of her freshly baked breads and more of her yogurt parfaits and coffees. She begins to ask customers at the checkout why they made their selection. She learns that many of her customers are choosing a gluten-free diet. She changes her breads and now is selling gluten-free breads and most days sells out. Kaylee used
feedback
provides an opportunity to monitor progress, revise actions, and maintain strategic control, originates at the final step of the strategic-management process
feedback loop
What reduces an employee's desire to quit?
feelings of ownership
affective component of an attitude
feelings/emotions one has about a situation ("I feel")
Strategic position emerges from three sources: ____. high-profit margin, few customers; few needs, many customers; broad needs, few customers high profits, many customers; low profits, few customers; broad needs, many customers no needs, many customers; broad needs, few customers; broad needs, many customers few needs, many customers; broad needs, few customers; broad needs, many customers low-profit margin, many customers; no needs, many customers; broad needs, few customers
few needs, many customers; broad needs, few customers; broad needs, many customers
What are the three sources of a unique and valuable strategic position?
few needs, many customers; broad needs, few customers; broad needs, many customers
organizational behavior
field that focuses on the impact of individual behavior, group behavior, and structures on organizational outcomes
Mintzberg's Interpersonal Roles
figurehead, leader, liaison
Examining how the organization looks to shareholders is part of which of the balanced scorecard perspectives? external perspective innovation and learning perspective customer perspective internal business perspective financial perspective
financial perspective
vertical integration
firm expands into industries that either supply or distribute its products
1. stereotyping 2. implicit bias 3. halo effect 4. recency effect 5. causal attribution
five common distortions in perceptions
1. skill variety 2. task identity 3. task significance 4. autonomy 5. feedback
five core job characteristics of job characteristics model (job design)
1. legitimate power 2. reward power 3. coercive power 4. expert power 5. referent power
five major types of power within an organization
1. intelligence 2. decision 3. choice 4. implementation 5. monitoring
five steps of problem solving
outward communication
flows between people inside and outside the organization (public relations)
vertical communication
flows up and down the chain of command; sender and receiver may differ in status and power; downward and upward
horizontal communication
flows within and between work units; main purpose of interdepartmental coordination and intradepartmental problem solving; potential problems with semantic barriers (rivalry, lack of encouragement)
task-oriented leadership (behavioral leadership) initiating-structure transactional
focused on achieving goals by directing people, equipment, and other resources in an efficient manner primarily with legitimate power
feedback control
focused on collecting performance information after the completion of a task or project (make corrections, but does not prevent issues)
concurrent control
focused on collecting real-time performance information
relationship-oriented leadership (behavioral approach to leadership) consideration, empowering leadership, ethical leadership, servant leadership
focused on interactions between leader and his/her employees
feedforward control
focused on preventing future problems
service leadership (relationship-oriented leadership)
focused on social power (what is best for the organization) rather than on personal power
ABC Office Supply in Dayton sells high-quality, unique pens that are a real value to executives in the area. No other company in its area markets pens of such quality and value. By offering this type of product, ABC Office Supply is an example of a company utilizing a _____ strategy. cost-focus differentiation cost-leadership strategy focused-differentiation uniquely focused
focused-differentiation
transactional leadership
focuses on clarifying employees' roles and task requirements and providing rewards/punishments contingent on performance; sets low expectations and leads to ordinary accomplishments
equity theory (process)
focuses on employee perceptions as to how fairly they think they are being treated compare to others; perceived ratio of contribution to return determines perceived equity
Active listening requires all except _____. decoding processing of information full attention interpreting verbal messages focusing on the delivery rather than content
focusing on the delivery rather than content
formal communication channels
follow the chain of command and are recognized as official; vertical and horizontal communication
law of contingent reinforcement
for behavior to be shaped, reward must be delivered ONLY if the desired behavior is exhibited
three types of organizations
for-profit, nonprofit, mutual-benefit
pressure tactics
force compliance through demands, threats, and intimidation
In a _____, all employees within a business unit are ranked against one another and grades are distributed along some sort of bell curve.
forced ranking performance review system
Sam ranks all of his employees against one another and the grades are distributed highest to lowest. Sam is using a ____ in his review process.
forced ranking performance review system
Sharon told her team that she is moving forward with a change to the bonus structure, despite vocal objections from several team members. Sharon is using the ______ conflict-handling style. accommodating forcing or dominating collaborating compromising avoiding
forcing or dominating
A projection for the future is a _____. final analysis benchmark forecast past correction trend
forecast
Wholly Owned Subsidiaries
foreign subsidiary that is totally owned and controlled by an organization New ID, tax ID in host country Adv: high learning, maximum profits Disad: control loss, MNC identity
The halo effect exists when we
form an impression of an individual based on a single trait.
A committee investigating the impacts of health care reform on the organization is an example of a(n)
formal group
A committee investigating the impacts of health care reform on the organization is an example of a(n) _____. formal group informal group official group organized group informal team
formal group
Sometimes culture can be strong enough to take the place of an organization's ____. formal rules and regulations performance standards code of ethics mission statement business plan
formal rules and regulations
Joint venture
formed with a foreign company to share risks and rewards control struggle strategic alliance
halo effect
forming an impression of an individual based on a single trait
strategic management
formulation and implementation of strategies and strategic goals by managers of all parts of organization 1. determine mission, vision, and values statements 2. examine reality and environment 3. devise strategy (strategic, tactical, operational) 4. execute strategy (follow strategic plan) 5. evaluate and alter to maintain strategic control
1. customer responsiveness 2. innovation 3. quality 4. efficiency
four areas to maintain sustainable competitive advantage
1. goals should be specific 2. goals should be difficult, but possible 3. goals should be connected to action plans 4. performance feedback and participation in deciding how to achieve goals
four considerations guiding goal-setting theory (process)
1. self-awareness 2. self-management 3. social awareness 4. relationship management
four important components of emotional intelligence
1. content 2. process 3. job design 4. reinforcement
four major perspectives of motivation
1. focuses employees' attention 2. control level of effort 3. increase persistence 4. structure with strategic and action plans
four motivational mechanisms within goal-setting theory (process)
1. maslow's hierarchy of needs 2. alderfer's ERG theory 3. mcclelland's acquired needs 4. herzberg's two-factor
four theories of the content perspectives
1. postive reinforcement 2. negative reinforcement 3. 4.
four types of reinforcement
- working -not working - exceeding work roles - detrimental behaviors
four work-related behaviors
Pinetops Resorts, an American company, sells the rights to other hospitality companies globally to open resorts with the Pinetops name for a fee and a share of the profit, in return for using Pinetops' brand name and a package of materials and services. Pinetops is engaged in
franchising
The ____________ bias is characterized by the tendency to attribute another person's behavior to their personal characteristics rather than to situational factors.
fundamental attribution
Imagination Museum is holding nominations for its board of directors. It is the first time that over half of the positions are vacant, due to either retirements or term expirations. The new CEO wants to be sure that the board is representative of the community, as well as the patrons who attend most of the events. ,Which of the following considerations are important for a good board?
gender balance
Penelope, a registered nurse, has decided to start a home healthcare service to assist with the medical, meal preparation, and light housecleaning needs of older adults. To grow her business, Penelope is focusing her marketing efforts on the older adult population; in these efforts, she is involved with the _____ environment.
general
Pietro, the vice president of marketing, is talking to Ryan, a sales manager in a foreign office, about several local situations that Ryan's reps are facing in their territory. Pietro tells Ryan that he believes there are differences and similarities between home and foreign personnel and practices, and that Ryan should use whatever techniques are most effective. Pietro is a(n) ________ manager.
geocentric
The introduction to a business speech should _____. contain significant details of the presentation get right to the point contain a phrase like "I'm honored to be here" contain an unrelated story to catch the interest of the audience contain at least one joke
get right to the point
Realistic job previews are effective at reducing turnover that occurs within 30-90 days of employment because they
give candidates a picture of both the positive and negative features of the job and the organization before they commit to the job.
During difficult economic times, unions and management may negotiate a _____, in which the union agrees to give up previous wages or benefit gains in return for something else, such as a no-layoff policy.
giveback
During the last collective bargaining negotiations, the union and management at Apix Manufacturing negotiated a(n) _____, in which the union agreed to forego a wage increase in return for a no-layoff policy.
giveback
Doug is using rational decision making, and the chosen alternative that was implemented does not appear to be working. To correct the situation, the possibilities Doug should consider include _____. doing nothing or starting over giving it more time or not changing anything doing nothing giving it more time, changing it slightly, trying another alternative, or starting over giving it more time, cutting costs, or increasing organization synergy
giving it more time, changing it slightly, trying another alternative, or starting over
The ______ ceiling is a metaphor for an invisible barrier preventing women and minorities from being promoted to top executive jobs.
glass
2 views of international expansion
global integration, local responsiveness
The Safety Committee at Office Supply Mart was formed to help make the stores a safer place, and some of the suggestions were going to be costly. However, when the vice president of accounting announced the recent report on company profits were much lower than expected, a new secondary goal was established to meet new profit expectations. Having to consider this new goal as a committee is an example of ____. groupthink goal displacement goal bumping secondary placement satisficing
goal displacement
An entrepreneur would create a business plan to outline which of the following?
goals and strategies with success measures
Productivity equals _____. energy and materials, divided by labor and capital goods and services and energy and materials, divided by labor and capital produced labor, capital, energy, and materials, divided by goods and services produced labor, energy, and capital, divided by goods, services, and materials goods and services produced, divided by labor, capital, energy, and materials
goods and services produced, divided by labor, capital, energy, and materials
social value
goodwill for members and stakeholders in organization
growth strategy
grand strategy that involves expansion - as in sales revenues, market share, number of employees, or number of customers or (for nonprofits) clients served
stability strategy
grand strategy that involves little or no significant change
defensive (retrenchment) strategy
grand strategy that involves reduction in the organization's efforts
Which of the following is not one of the three types of formal communication? vertical (downward) grapevine vertical (upward) external horizontal
grapevine
A(n) __________ is a complaint by an employee that management has violated the terms of the labor-management agreement.
grievance
The principal by-product of the norming stage of team development is _____. group cohesiveness uncertainty conflict adjournment empowerment
group cohesiveness
Regarding decision making, research has found that ____. group decisions seldom are of the quality of individual decisions neither individuals acting alone nor groups make better-quality decisions individuals acting alone make better decisions than groups groups make better decisions than most individuals acting alone groups tend to be less productive than the best individuals working on projects
groups make better decisions than most individuals acting alone
Greg, Donna, and Paul are on the five-member Benefits Task Force that is researching options for the new benefits package. Over lunch, Greg, Donna, and Paul decided that adding Choice Health Club is a good idea, and that they plan on voting to agree to add it without ever researching and accurately assessing the decision. This is an example of ____. group marketing heuristics goal displacement groupthink the Delphi technique
groupthink
occurs when group members strive to agree for the sake of unanimity and thus avoid accurately assessing the decision situation.
groupthink
Organic Foods International has decided to increase its market share by hiring a marketing rep to visit businesses in the area and invite their employees to shop at Organic Foods and for monthly health events. The store also hired two new employees to handle the anticipated increase in customer traffic. Organic Foods is utilizing a _____. defensive strategy diverse strategy cutting-edge strategy stability strategy growth strategy
growth strategy
When physically attractive people are also assumed to be smarter and nicer, which perception distortion has occurred?
halo effect
When physically attractive people are also assumed to be smarter and nicer, which perception distortion has occurred? stereotyping self-serving bias halo effect selective perception recency effect
halo effect
What characterizes a hostile work environment?
harrasment
With a hollow structure, the organization ____. is a rigid non-adaptive structure has a central core of key functions and outsources others to vendors who are less expensive or faster assembles product chunks, or modules, provided by outside contractors is often called a horizontal organization groups activities around similar products or services
has a central core of key functions and outsources others to vendors who are less expensive or faster
Simple irritants, such as misplacing your keys or a phone number, are referred to as ______.
hassles
Salvador, who works as a waiter in a top restaurant in Manhattan, likes the fast pace of his work and the fact that things are always changing there. Salvador can be said to _____. have a large need for structure have a low tolerance for ambiguity have a high task orientation rank high on the stress index have a high tolerance for ambiguity
have a high tolerance for ambiguity
When it comes to decision making, it is accurate to say that groups _____. that are larger make higher-quality decisions take less time to make decisions, and the larger the group, lower the quality of the decision take less time to make decisions, and their decision-making accuracy is higher take less time to make decisions, and are more confident about their choices than individuals are have higher decision-making accuracy when group members know a good deal about the relevant issues
have higher decision-making accuracy when group members know a good deal about the relevant issues
Which of the following is an effective way to deal with change and innovation? increase work rules and hierarchy insist on success jump right into it have the courage to follow your ideas copy others' successes
have the courage to follow your ideas
When using goal-setting theory to motivate employees, managers should _____. help workers understand and accept the goals set targets that are beyond employees' reach hold employees responsible for getting feedback set goals that are easily achievable set general goals that are emotionally appealing
help workers understand and accept the goals
Since hard feelings about group leadership and assignments had passed, Robin's group recently seemed to be relating much better. At the meeting tomorrow she should take advantage of this moment by _____. helping the team identify group goals and values encouraging members to voice disagreements empowering the members throwing a thank-you party helping people get to know one another
helping the team identify group goals and values
IKEA employees are expected to work hard, inspired by an anecdote from their Swedish founder, Invar Kamprad, in which he told how he was berated by his father for failing repeatedly to get out of bed to milk the cows on his family's farm. Then one day he got an alarm clock. "'Now by jiminy, I'm going to start a new life,' he determined, setting the alarm for twenty to six and removing the 'off button.'" Invar Kamprad is an example of a ____. fable key employee urban legend hero trend
hero
Gregory was talking with Tom, his assistant manager, saying, "When I make a decision on which employee to pick to do a project, I use three simple factors, which I call my decision making "rules of thumb." I consider their attitude and knowledge, and how hard they work." Gregory's rules of thumb, which he uses in decision making, are known as _____. decision steps heuristics the domino effect thought steps planning model
heuristics
All of the following are informal aspects of the workplace except
hierarchy
A control mechanism for making sure the right people do the right things at the right time is a(n) _____. division of labor hierarchy of authority contingency design matrix structure organization chart
hierarchy of authority
Mega firms and mergers
high entry barriers in capital intensive industries entices multinational corporations automobiles, telecommunications, healthcare
stars
high market growth, high market share stable + growing earnings, neutral cash flow, invest to achieve more growth
question marks
high market growth, low market share low + growing earnings, negative cash flow, analyze to see if grow
Sharon has excelled as an auditor for a large financial consulting firm. She loves building mutually beneficial relationships and is extremely well liked by her clients. Sharon likely has a _____. high need for achievement high need for affiliation low need for affiliation low need for power low need for achievement
high need for affiliation
motivating factors ex: achievement, recognition, responsibility, advancement
higher-level needs associated with job satisfaction presence: causes job satisfaction absence: no satisfaction
face-to-face
highest in media richness, as exchange verbal and nonverbal, provide instant feedback
corporate-level strategy
highest overall organizational strategy that addresses the question "what industry should we be in?", determined by C-suite
In the BCG matrix, DOGS are _____. highly overvalued, so are not wise purchases. companies with slow growth and high market share risky new ventures beyond reach, due to their high purchase price and profits organizations with high growth and high market share which are definite keepers
highly overvalued, so are not wise purchases (SHOULD BE GOTTEN RID OF)
Two overarching perspectives about management are the ________ perspectives.
historical and contemporary
Stephanie works for a company that offers a physical fitness center, a dietitian on staff in the cafeteria, and lower health insurance premiums for employees who exercise. These perks represent components of a _____ wellness program.
holistic
What type of program encourages employees to balance physical, mental, and social well-being by developing and following a plan to improve their health?
hollistic wellness
Diane, a marketing manager, shares some of the market research her department has analyzed with the research and development group. Diane is communicating _____. externally upward through the grapevine horizontally by wandering around
horizontally
action plan
how day-to-day activities of employees work in tandem to deliver overarching strategic goals
interactional justice (justice theory + equity theory)
how fairly one is treated by the person giving out rewards
distributive justice (justice theory + equity theory)
how fairly rewards are being given out
procedural justice (justice theory + equity theory)
how fairly the process for distributing rewards is
business plan
how firm will realize goals through strategic and operating plans - objectives, strategies, measures of success
nonrational model
how managers actually make decisions 1. satisficing model 2. intuition model
rational (classical) model
how managers should make decisions 1. identify problem/opportunity 2. generate alternatives 3. evaluate and pick alternatives w/ max benefit 4. implement solution and evaluate it
behavioral (intentional) component of an attitude
how one intends or expects to behave towards a situation ("I intend")
business model
how organization will deliver value proposition - position, competitive advantage, marketing strategy, finance, revenue
means-ends chain
how strategic goals lead to operating activities, using cascading objectives strategic goal ≫ tactics ≫ operational goal ≫ action plan
grand strategy
how the organization will accomplish its mission (and vision) - growth, stability, defensive - corporate and business level
media richness (channel richness)
how well a particular medium conveys information and promotes learning
productivity
how well managers are using resources to create value (outputs/inputs)
The economic or productive potential of employee knowledge, experience, and actions is referred to as _______ capital.
human
When an organization evaluates people based on the economic or productive potential of their knowledge, experience, and actions they are viewing them as _____.
human capital
A(n) ___________ is a report listing your organization's employees by name, education, training, languages, and other important information. performance appraisal job analysis human resource inventory employee database skills record
human resource inventory
When recruiting employees for a position, you can look inside the organization and consider which of your current employees are motivated, trainable, and promotable and what kind of training they might need. You can organize this information with something called a _____.
human resource inventory
In a situational interview, the interviewer focuses on _________.
hypothetical situations
culture
ideas, norms, practices, and material objects that allow a society/group of people to like collectively
Research suggests that when writing out a plan to achieve your biggest goals, it is important to
identify your options and track your progress.
What is the first step in becoming a better receiver of feedback?
identify your tendencies
extinction ex: withholding rewards if working slow
ignoring or not reinforcing a behavior in order to make it stop
phubbing (phone snubbing)
ignoring those present by distracting your attention to a phone (microaggression)
personal barriers
impediments based on individuals involved; variable processing, lack of credibility, oversized egos, tendency to judge, inability to listen, stereotypes and prejudices
semantic barriers
impediments based on meaning of words; caused by actual differences in language or jargon; important to solicit feedback
Jose, the sales manager, is working on the problem of increasing sales by using the rational model of decision making. In the first step he identified the problem of his employees needing more training. In the second step he thought of alternative solutions; and in step three he evaluated alternatives and selected a solution. In the fourth step, Jose needs to _____. select a contingency plan do more research to look at types of training implement and evaluate the training program chosen determine how costly the solution will be set up a diversity and synergy training plan to increase the chances of success
implement and evaluate the training program chosen
middle managers
implement the policies and plans of the top managers above them and supervise the activities of first-line managers
What is the term for the attitudes or beliefs that affect our understanding, actions, and decisions in an unconscious manner?
implicit bias
The United States limits the amount of cheese purchased from other countries; this is a(n) ________ policy.
import quota
According to Festinger, how people deal with cognitive dissonance depends on three factors. Which are the correct three factors? personality, decision making, and judgment decision making, situation, and bias importance, control, and rewards situation, self-awareness, and control control, bias, and personality
importance, control, and rewards
How high priority is this situation? How believable is the information about the situation? How quickly must I act on the information about the situation? These are three questions concerning ways to evaluate _____. analytics, heuristics, and credibility importance, credibility, and urgency profitability, reliability, and efficiency outcomes, credibility, and ethics priorities, reliability, and service
importance, credibility, and urgency
define centralized authority
important decisions are made by higher-level managers.
Kishore owns an international grocery store, the Global Market, where customers can purchase foods and canned goods from other countries. Global Market is an example of a company that
imports
When Cisco Systems told executives they would gain or lose 30% of their bonuses based on how well they worked with peers, and in three years had record profits, it _____. increased productivity reduced destructive internal competition improved workplace cohesiveness increased speed reduced costs
improved workplace cohesiveness
Which of the following is not one of the primary uses of OD? revitalizing an organization managing conflict adapting to an acquisition improving recruitment adapting to a merger
improving recruitment
emotional (nonrational) decision making
impulsive, highly unconscious, guided by habits + intuition, managers are human and due to risk and uncertainty, it is difficult to make optimal decisions
In the leader-exchange model, The relationship between leader and follower that is characterized by mutual trust, respect, and liking is known as a(n)______exchange
in-group
In the leader-member exchange model, the relationship between leader and follower that is characterized by mutual trust, respect, and liking is known as a(n) ________ exchange. servant in-group socialized special preferred coworker
in-group
Organizations use ______ such as commissions, profit-sharing, bonuses, and stock options to attract and retain top performers.
incentives
Samantha is employed as a sales engineer in a large medical products firm. The _______ of her job include commission on the sales she generates, quarterly performance bonuses, and stock options.
incentives
In researching a company while preparing for an interview, what would be a red flag?
inconsistencies in current news stories with the company's mission and vision
intellectual stimulation (transformational leadership)
increase commitment and engagement by encouraging followers to view problems as challenges that can be conquered with creative solutions and challenging beliefs "let me describe the great challenges we can conquer together"
Which of the following is not a purpose of a manager? control plan organize increase globalization get people to achieve productivity and realize results
increase globalization
Which of the following is a characteristic of telecommuting? increased costs increased ability to hire certain workers, such as homebound people with disabilities increased turnover more difficult recruiting attractive to people with high social needs
increased ability to hire certain workers, such as homebound people with disabilities
A cost-of-living adjustment (COLA) clause in a collective bargaining agreement ties future wage increases to _____.
increases in the cost of living
job enlargement
increasing the number of tasks in a job to increase variety and motivation
The creation of products, services, or technologies that modify those that already exist is called ______ innovation. process product adaptive radical incremental
incremental
Outside directors are supposed to be elected yet many are handpicked by the CEO, creating the directors' lack of
independence from the CEO
Eloise, an engineer for an oil company, is interested in working overseas at this stage of her life because she knows that foreign work experience demonstrates ________ to potential employers.
independence, resourcefulness, and entrepreneurship
Stephanie, a recent college graduate in computer programming, is interested in several positions with global companies because she knows that working in other countries exhibits ____ to potential employers, according to management recruiters.
independence, resourcefulness, and entrepreneurship
Consider the following situation: Local livestock farmers could allow the runoff of manure nutrients into a stream that feeds a local lake because polluting the stream helps farmers in the short term. However, farmers will act ethically in the short run to avoid harming others in the long run because doing so is also in the farmer's best long-term interests. This type of thinking reflects the _____ approach to deciding ethical dilemmas.
individual
employee engagement (work-related attitude)
individual's satisfaction, involvement, and enthusiasm for work
Causal attribution is the act of
inferring causes for observed behavior
Which of the following is not a characteristic of a successful control system? timely, accurate, and objective inflexible to optimize control encourages self-control strategic and results-oriented realistic, positive, and understandable
inflexible to optimize control
Leadership is the ability to ______ employees to pursue organizational goals. request reward compensate influence force
influence
ethical leadership (relationship-oriented leadership)
influencing employees to behave appropriately by being a role model, communicating ethical values, showing care and concern, and rewarding moral behavior
A sales forecast is an example of an organizational control from the _____ area. human resources informational financial physical capital
informational
Cassie, her company's public relations spokesperson, schedules a meeting with company stockholders to inform them of an upcoming dividend release. What type of managerial role is Cassie demonstrating?
informational
Which of the following is considered a "soft" tactic used to influence others?
ingratiating tactics
Which of the following is considered a "soft" tactic used to influence others? legitimating tactics ingratiating tactics coalition tactics pressure tactics exchange tactics
ingratiating tactics
A company that works to create a culture that encourages rank-and-file employees to make suggestions and question the status quo, and also measures employee growth, is developing which perspective of the balanced scorecard? customer perspective internal business perspective innovation and learning perspective employee perspective financial perspective
innovation and learning perspective
Sparkling Clean, Inc. is considering implementing a system that will pay its cleaning workers based on the number of completed residential jobs, coupled with satisfactory ratings on random inspections to ensure quality. This system is new to the organization, an example of __________ change. highly complex adaptive radically innovative innovative familiar
innovative
Teachers Credit Union has decided that tellers must rotate through a new weekend shift on Saturday afternoons since several of its financial competitors have recently begun to offer additional hours to customers. This is a(n) ______ change. proactive reactive radically innovative innovative adaptive
innovative
When a grocery store chain adopts a new practice of its competitors by staying open 24 hours a day, requiring employees to work flexible schedules, it is considered a(n) ______ change. innovative process impermanent adaptive radically innovative
innovative
Charles, the president of an IT company, is friends with Levi, the CEO of Cyber Industries, a company that develops and manufactures computer hardware. Levi tells Charles that Cyber Industries is about to announce the creation of a revolutionary new computer processor that will quadruple processing capacity and cause Cyber Industries' sales and profits to skyrocket. Charles then purchases a large number of shares of Cyber Industries company stock before the news of the new computer processor is made public. In which illegal activity has Charles engaged?
insider trading
Increasing employee psychological empowerment requires four kinds of behaviors, including all of the following except _____. self-determination competence meaningfulness progress inspiration
inspiration
transformational leadership inspirational motivation idealized influence intellectual stimulation individualized consideration
inspires employees to pursue organizational goals over their own self-interest; leaders are passionate and excite others by appealing to their values and personal identity
The scientists, nurses, and doctors who work for Medical Technology, an organization that researches the cure for several diseases, work together for a common goal of ending these illnesses. This is an example of ____. differentiation autocratic structure contingency design diversity integration
integration
the tendency of the parts of an organization to draw together to achieve a common purpose- the specialists work together to achieve a common goal.
integration
One of the employment tests Jane had to complete as part of the selection process was an online assessment that asked questions such as, "During the past 12 months, have you been given too much change by a cashier and kept the money?" and "How many times did you cheat on an exam during your senior year of high school?" Based on these questions, it would appear that Jane completed a(n) _______ test.
integrity
Tests designed to identify people likely to engage in inappropriate, antisocial, or dishonest workplace behavior are known as _______ tests.
integrity
interpersonal roles
interact with people inside and outside their work units leaders, liaisons
Age, gender, and race are ______ dimensions of diversity.
internal
Employees with a(n) ______ locus of control will probably resist close managerial supervision and should probably be placed in jobs requiring high initiative and lower compliance. low high internal absent external
internal
Jolene doesn't believe that "luck happens". She firmly believes that you make your own luck in life by what you do and how you do it. Jolene has a(n) __________ locus of control.
internal
benchmarking
internal assessment that company uses to evaluate own performance based on comparison with other high-performing organizations
If you have a(n) ____________, you believe you control your own destiny. high level of learned helplessness tolerance for ambiguity internal locus of control external locus of control low level of self-efficacy
internal locus of control
According to Herzberg, which of the following is an example of a hygiene factor? the work itself advancement responsibility recognition interpersonal relationships
interpersonal relationships
three types of managerial roles
interpersonal, informational, decisional
People often do volunteer work for the ______ rewards.
intrinsic
People often do volunteer work for the ______ rewards. gainsharing job enrichment intrinsic valence extrinsic
intrinsic
House's revision of his theory puts more emphasis on the need for leaders to foster _____. an external locus of control intrinsic motivation through empowerment achievement concrete rewards personal growth in management knowledge
intrinsic motivation through empowerment
holistic hunch
intuition that stems from expertise (explicit and tacit knowledge)
A human resource ________ is a report listing your organization's employees by name, education, training, languages, and other important information.
inventory
automated experience
involuntary emotional response
cognitive abilities (basic leadership skill)
involve problem solving in rapidly changing situations in which leaders have a short time span and limited information to devise effective solutions
consultation
involving others in a decision/change (more open to a proposal when includes their own input)
Smith Commercial Development has effective control processes, allowing its managers to discover ______ in bookkeeping right away, before a would-be embezzler could seriously affect its business. tax breaks a potential merger competence team problems irregularities and errors
irregularities and errors
Which of the following is not one of the four steps for fostering innovation? effectively managing people, groups, and organizational processes and systems in the pursuit of innovation gain allies by communicating your vision empower employees and reward them to achieve progress recognize problems and opportunities and devise solutions issue a mandate: change or leave
issue a mandate: change or leave
Grayson wants to rethink the visitor experience to his theme parks. He meets with the customer service team who represents the parking attendants, the ticket sales agents, the information booth workers, the grounds keepers, and the ride attendants. Grayson wants them to change how they interact with the park patrons. He tells them all to, "Welcome each visitor to the park with a smile, a kind word, and an offer of assistance." How would you describe his change?
it is a behavioral objective
Roberta, the computer department manager at IT Mart, is considering if she should use a group to develop a plan to help employees sell extended warranties on technology sales. Roberta should consider having the group make this decision if ______. group members are overly confident about decision making time is of the essence it will increase acceptance of the plan group members are not knowledgeable and need to learn more the decision making group is exceptionally large
it will increase acceptance of the plan
Katelyn, a millennial, is conducting her job search. She wants to work for a company that cares not only about its people, but about the planet too. In reviewing different company portfolios, where in the company would you guide her to be successful with her research?
its social audit documents
What is the process of determining the basic elements of a job?
job analysis
The process of building into a job such motivating factors as recognition and achievement is called _____. job enlargement job satisfaction MBO horizontal loading job enrichment
job enrichment
When one department store authorized thousands of its sales clerks to handle functions normally reserved for store managers, such as handling merchandise-return problems and approving customers' checks, they gave them more responsibility, a _________ technique.
job enrichment
When one department store authorized thousands of its sales clerks to handle functions normally reserved for store managers, such as handling merchandise-return problems and approving customers' checks, they gave them more responsibility, a _________ technique. job enrichment job enlargement job significance job simplification job productivity
job enrichment
The four major perspectives on motivation include all except_____. reinforcement job design job satisfaction process content
job satisfaction
________ is not included in the four major perspectives on motivation.
job satisfaction
cost-focus strategy
keep costs (and prices) below competitor prices to target NARROW market, sell low-end products
cost-leadership strategy
keep costs (and prices) below competitor prices to target WIDE market, focus on efficiency and quantitative goals
1. self-efficacy 2. self-esteem 3. locus of control 4. emotional stability 5. emotional intelligence
key personality traits that influence workplace behavior
"Using their brains instead of their brawn" BEST describes ______ workers.
knowledge
A(n) _____ worker is someone whose occupation is principally concerned with generating or interpreting information as opposed to manual labor.
knowledge
Edgar is a chef and the kitchen manager in an upscale restaurant. He is very knowledgeable in both the culinary and restaurant management fields. Because he possesses these technical skills, Edgar can be considered a(n) ________ worker.
knowledge
The scientific approach to management emerged in the early 20th century when companies wished to increase worker productivity to counteract _____.
labor shortages
Hourly workers at Brite Electroplating have joined an organization to protect their interests by bargaining with management over job-related issues. This organization is a(n) _____.
labor union
passive leadership (behavioral approach to leadership)
lack of leadership (laissez-faire), in which manager fails to take responsibility of leading
Don was temporarily dismissed from his company because sales are slow. When the situation improves at the company, he will likely be brought back as an employee. This is an example of being _____.
laid off
According to the concept of full-range leadership, leadership behaviors vary along a range from ______ leadership at one extreme to transformational leadership at the other. servant transactional laissez-faire charismatic shared
laissez-faire
Strategic Plan
large scale action plan that sets long-term goals and direction generally reconsidered yearly
strategy
large-scale action plan that sets the direction for an organization, determines where to invest time and effort to effectively utilize resources
consideration (relationship-oriented leadership)
leader behavior that intends to create mutual respect and trust by concentrating on the needs and wants of group members
directive (path-goal clarifying) (house's path-goal theory)
leader clarifies goals, guides employee performance, clarifies, expectations, and uses positive and negative rewards; best in unstructured situations; reduces role ambiguity and improves effort-to-performance expectancy
participative (group-oriented) (house's path-goal theory)
leader facilitates group decision-making and allows group members to solve their own problems; best in ambiguous and unstructured situations with those with high need for control and work autonomously
supportive (house's path-goal theory)
leader is friendly and demonstrates concern for the well-being of others; best in structured and routine situations with those with high need for affiliation and are unsatisfied; increase self-worth, self-confidence, and job-related effort
achievement-oriented (house's path-goal theory)
leader sets ambitious goals and shows belief in employees to achieve those goals; best in ambiguous, non-repetitive, challenging situations with those with high expectations and high need to excel
To maintain a competitive advantage, the top management of a national furniture store made the decision to increase employee training, add rewards that motivate employees, and look at improving procedures related to disciplining workers. These decisions are made by managers who play a ________ role.
leadership
Complete the sentence with all of the accurate statements regarding the relationship between conscientiousness and job performance. Conscientiousness is consistently and positively related to:
leadership behavior resilience supervisor-rated liking task performance
integrated model of leadership
leadership effectiveness is based on 4 leader behaviors: (1) task-oriented, (2) relationship-oriented, (3) passive leadership, and (4) transformational, resulting from traits, gender, and skills modified by power and influence, quality of followers, and situational factors
Rochelle, the CEO of a Fortune 500 company, met with business leaders from the local community. Afterwards, she spent time informally answering their questions about the company. In answering these questions, which managerial role was Rochelle playing?
leadership figurehead
The general manager of a clothing store recently gave a motivational PowerPoint presentation to his employees on the value of being courteous to each customer. The manager's behavior is an example of
leading
The management team at Imagine Advertising is trying to land a new client. Carla, the CEO, has set targets for how much the contract needs to be and has delegated out the tasks. Dominic and Stella are sent out to meet with the client. In the past, they have been successful at helping clients see the big picture and how their advertising team can help the client realize their goals. What principal function do Dominic and Stella possess?
leading
Attitudes are
learned directed toward specific objects, people, or events
The debilitating lack of faith in your ability to control your environment is referred to as ______.
learned helplessness
attitude
learned predisposition toward a specific person, object, or event, that is influenced by values and personality and can change significantly over time
The questionnaire used in Fiedler's model to determine leadership orientation is the _________. path-goal survey Myers-Briggs Type Indicator least preferred coworker (LPC) scale tolerance of ambiguity questionnaire Type A behavior scale
least preferred coworker (LPC) scale
People who feel greater job satisfaction are also likely to experience greater ______.
life satisfaction motivation commitment to the organization
formal organization
limited few members decide
_______ are indicated on the organization chart by a solid line ____, and ______ are indicated by a dotted line.
line managers; staff personnel
The process of actively decoding and interpreting verbal messages, which requires full attention and processing, is known as active _____. listening empathizing evaluation hearing comprehension
listening
Goal-setting theory suggests that employees can be motivated by goals that have all of the following characteristics except _____. specific and challenging linked to an action plan achievable little or no feedback measurable
little or no feedback
According to Kotter, companies manage complexity in all the following ways except _____. planning controlling and solving problems budgeting organizing and staffing lobbying
lobbying
One characteristic of incremental budgeting is that it _____. is flexible toward changing environmental demands allows comparison using various units, like labor hours and dollars locks managers into stable spending arrangements requires more time from managers than zero-based budgeting allows easy comparison of different departments doing different activities
locks managers into stable spending arrangements
The extent to which people believe that they control their fate through their own efforts is called _____.
locus of control
cash cow
low market growth, high market share "milk" cash cow, no R&D, eventually mature
dogs
low market growth, low market share low + unstable earnings, negative/neutral cash flow
Inside forces for change include which of the following? immigration low productivity and turnover recession advancements in automation domestic competition
low productivity and turnover
Which of the following is not a key quality displayed by humble leaders?
low self-awareness
After William's boss asked him to compile sales figures for the past three years, William pulled together the information and turned it over to his boss. After several days of not getting any feedback from his boss, William worried that he hadn't done a good job in presenting the information. William is demonstrating _____.
low self-esteem
personally addressed written communication
lower richness than verbal forms of communication, but increases chances of complex messages being read if specifically addressed; no nonverbal communication or instant feedback
hygiene factors ex: salary, working conditions, interpersonal relationships, company policy
lower-level needs associated with job dissatisfaction absence: causes dissatisfaction presence: no dissatisfaction
impersonal written communication
lowest in information richness, but is effective when little feedback is expected and sent to a large number of recipients
Having a positive approach means that you are are willing to:
maintain a positive attitude at work try and suggest new ideas accept developmental feedback
Davidson Production is keenly aware of the need to strive daily to produce goods and services more effectively than its competitors. Therefore, Davidson's management strives to ________ in order to achieve this standard.
maintain quality and efficiency
Tension was apparent as the management team discussed changes to promotion requirements. But then Chris made a joke about Jake's white-knuckled grip on his pen, and the laughter seemed to lighten the mood. Chris was acting in a ______ role. relational production maintenance task social
maintenance
Some employees fear that attempts to diversify their organizations will result in bias against _____ employees.
majority group
Research suggests that when writing out a plan to achieve your biggest goals, it is important to
make a concrete plan and break goals into manageable bites.
top managers
make long term decisions about the overall direction of the organization and establish the objectives, policies and strategies
first line managers
make short-term operating decisions, directing the daily tasks of non managerial personnel
intuition model
making a choice without the use of conscious thought or logical inference (gut feeling) - holistic hunch - automated experience
strategy formulation
making products that have similar key success factors, in similar stages of industry life cycle, or occupy similar competitive positions
performance management
making products that have targets defined in similar performance variables
resource allocation
making products that involve the same type of management, investment, production, or risk
ingratiating tactics
making someone feel good or important by acting humble before asking for something (brown nosing smh)
The new chief information officer of a national fast food chain is using mathematical tools to aid in product ordering and scheduling decisions. The CIO is using
management science
Which of the following is not one of the four layers of the diversity wheel? organizational dimensions internal dimensions personality external dimensions management status
management status
satisficing model
managers seek alternatives until they find one that is satisfactory, not optimal - bounded rationality - judgement heuristics
management by wandering around (MBWA)
managers wander around talking to people across all lines of authority and lessen distortions
A _______ culture has a strong external focus and values stability and control.
market
With an applicant tracking system, employers use job descriptions and job specifications to find job candidates by _____.
matching keywords from the job description to keywords on résumés
In a ______________, an organization combines functional and divisional chains of command in a grid so that there are two command structures, vertical and horizontal.
matrix structure
Quality Paper Products utilizes a structure that includes functional divisions, such as accounting and production, and a divisional chain of command, such as the home products and office divisions. For example, Mary Beth, a salesperson, reported to both her sales manager and the office products manager when she first started working on the city of Springfield account. Quality Paper Products has developed a _____. team-based approach hollow structure geographic-divisional structure modular structure matrix structure
matrix structure
initiating-structure leadership (task-oriented leadership)
maximizing output by outlining process for completing tasks and taking steps to organize efforts
In a _________ organization, authority is centralized, tasks and rules are clearly specified, and employees are closely supervised.
mechanistic
The process in which a neutral third party listens to both sides in a dispute and makes suggestions toward an agreeable solution is called the _____ process.
mediation
The person hired as a third party to carry out mediation is called the _____.
mediator
Which of the following is a method for increasing mindfulness?
meditation
The telephone you use to speak to another person is an example of which part of the communication process? sender decoding medium feedback encoding
medium
judgment heuristics
mental shortcuts of commonly accepted guidelines, quick + cheaper but suboptimal + inconsistent
business-level strategy
middle level focus on individual business units that asks "how will we compete in this market?", determined by senior managers
Employees who exhibit __________ will be able to remain present and actively pay attention to feedback without getting caught up in emotion or internal stories about its meaning.
mindfulness
Clothing maker The Gap states that its purpose as an organization is to "create emotional connections with customers around the world through inspiring product design, unique store experiences and competitive marketing." This is the company's
mission statement
Cozy Café is a restaurant chain that offers a relaxing environment to enjoy quality coffees, teas, soups, and other menu items. A poster in the front of each restaurant reads, "We will always provide a quality product to help our customers better meet the challenges of their day and will always take the time to offer caring service one person at a time." This statement is Cozy Café's
mission statement
Fred, who is starting a painting business, was advised by a friend, a successful business owner, to write down the purpose of his painting business and why he believes his company will exist. Fred was writing his ____. proprietorship pact ownership belief statement code of ethics mission statement vision statement
mission statement
identifies the goods or services the organization provides and will provide. Sometimes it also gives the reasons for providing them (to make a profit or to achieve humanitarian goals, for example).
mission statement
What are the 5 steps in planning an organization (in the correct order)
mission statement, vision statement, strategic planning, tactical planning, and operational planning.
An innovative change involves ______ complexity, cost, and uncertainty. moderate minimum hidden no extreme
moderate
According to the contingency model, a relationship-oriented leadership style works best in ______ situations. moderate-control high-control low-control both high- and low-control uncontrolled
moderate-control
Revised path-goal theory indicates to managers that they must consider _____. altering their approach to that of servant leadership modifying their leadership style to fit employee and task characteristics hiring new employees and eliminating current ones who don't fit your leadership style stirring up the current work environment to generate competition focusing on applying relationship-oriented behaviors for workplace success
modifying their leadership style to fit employee and task characteristics
operational control
monitoring performance to ensure that operational plans - day-to-day goals - are being implemented and corrective action is taken as necessary
strategic control
monitoring performance to ensure that strategic plans are being implemented and corrective action is taken as needed
tactical control
monitoring performance to ensure that tactical plans - at divisional or departmental level - are being implement and corrective action is taken as necessary
controlling
monitoring performance, comparing it with goals, and taking corrective action as needed
The psychological patterns that govern the long-term behavior of employees are established in the first six ______ of employment.
months
With recent reports of identity theft, Mr. Adams, the CEO of a construction company, is concerned about his employees' privacy, and because of recent accidents on the job, he is also worried about the safety of his workers. Mr. Adams' concerns with privacy and health and safety are key elements in the _____ approach to deciding ethical dilemmas.
moral-rights
The more subunits into which an organization breaks down, the _____. lower the productivity more unified it becomes less differentiated it becomes more highly differentiated it becomes higher the costs
more highly differentiated it becomes
Which groups are often incorrectly perceived as having low organizational commitment?
mothers pregnant women
The purpose of MBO is to
motivate subordinates
According to Herzberg's two-factor theory, only ______ factors can make employees satisfied with their jobs. growth motivating affiliation security hygiene
motivating
___ is the overall goal of MBO.
motivating employees
Free trade is the
movement of products between countries without political or economic obstruction.
Texting while participating in a meeting or group conference call is an example of _____. e-tasking multisharing multichanneling multicommunicating social camaraderie
multicommunicating
Fresh Toppings is based in Sacramento, California and has restaurants in 25 countries. In the United States, Fresh Toppings would be viewed as which of the following?
multinational corporation
Sox for All is a global nonprofit organization that works with schools and various companies to donate socks and shoes to poor children throughout the world. Sox for All is an example of a
multinational organization
organizations are voluntary collectives whose purpose is to advance members' interests (examples: unions, trade associations).
mutual benefit
When a manager has a limited number of people reporting directly to her, she has a ___________ span of control
narrow
The two kinds of spans of control are _____. tall and hollow hierarchy and nonhierarchy tall and short flat and broad narrow and wide
narrow and wide
Maria, the CEO of EnviroSystems, has only three people reporting to her: the vice president of marketing, vice president of HR, and vice president of accounting. Maria has a
narrow span of control
Paula, the CEO of EnviroSystems, has only three people reporting to her, the vice president of marketing, vice president of HR, and vice president of accounting. Paula has a _____. narrow span of control focused span of control broad span of influence wide span of control small unity of command
narrow span of control
People with low levels of emotional stability are more likely to experience:
negative world views increased anxiety
According to Herzberg's two-factor theory, in the zone between the motivating factors and the hygiene factors, employees are _____. neither satisfied nor dissatisfied stagnant dissatisfied unmotivated satisfied
neither satisfied nor dissatisfied
A manager needs to inform employees that the quarterly project management training will start on May 1, about two months from now. Generally, which of the following should the manager use in this situation? personal note newsletter videoconference face-to-face meeting telephone
newsletter
1. power distance 2. uncertainty avoidance 3. institutional collectivism 4. in-group collectivism 5. gender egalitarianism 6. assertiveness 7. future orientation 8. performance orientation 9. humane orientation
nine cultural dimensions in the GLOBE Project
1. rational persuasion 2. personal appeals 3. inspirational appeals 4. ingratiating tactics 5. coalition tactics 6. pressure tactics 7. legitimating tactics 8. exchange tactics 9. consultation
nine tactics for influencing others
Heather reports to the front desk manager. Heather is responsible for directing the team activities of four cashiers who are responsible for developing a plan to improve customer service. Heather does NOT have authority over other team members, but she provides guidance, instruction, and direction to them. Heather is a(n)
non-managerial employee
hierarchy of management
non-managerial employees, first line managers, middle managers, top managers
A ____________ agreement is a contract between two parties that prohibits one party from criticizing the other; it is often used in severance agreements to prohibit former employees from criticizing their former employers.
nondisparagement
Tutors for Students (TFS) is an organization with the purpose of offering free tutoring to older students. TFS does NOT expect to earn any money through its operations. Therefore, TFS is an example of a ________ organization.
nonprofit
Ana is a teacher who became interested in helping adults in some of the poorer neighborhoods learn how to read. She plans to start a reading center in a low-income area to help residents with reading skills at no cost. Ana's center is an example of a(n)
nonprofit organization
Ann is a teacher who became interested in helping adults in some of the poorer neighborhoods learn how to read. She plans to start a reading center in a low income area to help residents with reading skills at no cost. Ann's center is an example of a(n) _____. nonprofit organization for-profit organization association union coop
nonprofit organization
With the community interested in eating healthy, Sue Ellen, a restaurant owner, is considering adding more vegetarian dishes to her menu. This decision is uncertain and risky, and she finally decides to go with her gut feelings. This is an example of _______. nonrational decision making MBO rational decision making a code of ethics analytics
nonrational decision making
Although ______ are typically unwritten and seldom discussed openly, they have a powerful influence on group and organizational behavior.
norms
Although ______ are typically unwritten and seldom discussed openly, they have a powerful influence on group and organizational behavior. work rules personality conflicts norms quality standards task roles
norms
Performance appraisals that are based on facts and are often numerical are referred to as _______ appraisals.
objective
For MBO to be successful, top management must be committed to the program, MBO must be applied organizationwide, and
objectives must cascade.
A company dress code and award ceremonies would be part of
observable artifacts
The company dress code and award ceremonies are part of its ____. ethical codes observable artifacts organization benefits mission statement core values
observable artifacts
Playing games and doing simulations to learn job related skill sets away from the workplace are examples of _____ learning and development.
off-the-job
Computer-assisted instruction is usually a form of
off-the-job training
Computer-assisted instruction is usually a form of _____. management selection on-the-job training off-the-job training managerial development orientation
off-the-job training
exchange tactics
offering to trade favors (or reminding of past favors)
Programs that help employees to integrate and transition to new jobs by making them familiar with corporate policies, procedures, cultures, and politics by clarifying work-role expectations and responsibilities are known as _________ programs.
onboarding
_____ programs help employees integrate and transition to new jobs by making them more familiar with corporate policies, procedures, culture and politics and clarifying work-role expectations and responsibilities.
onboarding
The average speaker communicates about ______ as many words as the average listener can process. twice one-fourth just four times half
one-fourth
A(n) ______ budget projects what an organization will create in goods and services, what financial resources are needed, and what income is expected. operating revenue cash flow expense cash
operating
The management of Computer Rescues, Inc. finalized the company's action plan for increasing its market share over the next few years. The management then set up a 12-month plan that defines how the organization will conduct its business based on the action plan, including clear sales targets for each week. The second plan is an example of a(n) _____ plan.
operating
typically designed for a one-year period, defines how you will conduct your business based on the action plan; it identifies clear targets such as revenues, cash flow, and market share.
operating plan
Lisa's Pizza is trying to compete with the larger Domino's Pizza down the street for customers. She feels she can deliver a better tasting product, faster, and cheaper. She has given all the drivers GPS systems; she has ordered in bulk; and she has surveyed customers about what type of pizzas they want. She is practicing
operations management
Christopher's Restaurant and Catering serves delicious vegetarian and vegan dishes. So when the local community became interested in eating a healthier diet, Christopher's benefited. The changing community attitudes are an example of a(n) _____ for Christopher's. weakness intelligence threat opportunity strength
opportunity
Patricia is the owner of a floral shop. A successful global candle company approached her about selling its products in her shop. Patricia knows this product and company can help her exceed her existing goals. This defines a(n) ____. problem ethical dilemma opportunity synergy diagnosis
opportunity
Phone Tech, a global phone company, frequently needs to respond quickly to the fast-changing consumer tastes with its phones. Therefore, management has fewer rules and procedures than most organizations, and networks of employees are encouraged to cooperate and respond quickly to unexpected tasks and changes in technology. Phone Tech is utilizing a(n) ____ structure. organic inelastic inflexible mechanistic hierarchical
organic
A(n) ______ is a system of consciously coordinated activities or forces of two or more people.
organization
A(n) ______ is a system of consciously coordinated activities or forces of two or more people. hierarchy of authority organization culture task plan closed system
organization
At XYZ Manufacturing, employees work together to achieve the company goals and purposes. XYZ Manufacturing is a(n)
organization
Seniority, work content, management status, union affiliation, work location, and division or department are considered _________ dimensions of diversity.
organizational
What interdisciplinary field is dedicated to understanding and management of people at work?
organizational behavior
______ is characterized by value-adding behaviors such as making constructive statements about the department, taking a personal interest in the work of others, making suggestions for improvements, and mentoring new employees.
organizational citizenship
Roberto's job requires frequent travel. Other positions are available within the company, but his manager has not tried to accommodate Roberto's request for work that would allow him to stay closer to his family. Roberto has started applying for jobs with other companies. Roberto's unhappiness with his job has affected his ______.
organizational commitment
The extent to which an employee identifies with an organization and is committed to its goals is called _____. job satisfaction organizational commitment job performance job enrichment job involvement
organizational commitment
Adam, the owner of Adam's Roofing, was talking to a visitor in his office, telling her that "We are a fun-loving group that believes in teamwork and a family atmosphere at work, which significantly affects our work outcomes. Plus, we do things together outside of work. This is the 'social glue' that binds the members of our company together." Adam was referring to his company's _____. code of ethics organizational MBO diversity plan analytics organizational culture
organizational culture
is the set of shared, taken-for-granted implicit assumptions that a group holds and that determines how it perceives, thinks about, and reacts to its various environments.- This is the 'social glue' that binds the members of our company together."
organizational culture/ corporate culture
What is included on Anita Rowe's "diversity wheel"?
organizational dimensions internal dimensions personality
the process by which employees learn the values, norms, and required behaviors that permit them to participate as members of an organization.
organizational socialization
Jean-Paul, the store manager, was speaking with Patty, his new assistant manager, about the store's system of job relationships and whom she will report to and who will report to her. He said, "This structure is one of the things that motivates our workers to work together to achieve our company's goals." Jean-Paul was telling Patty about the store's _____. code of ethics diversity plan organizational structure organizational culture analytics
organizational structure
formal system of task and reporting relationships that coordinates and motivates an organization's members so that they can work together to achieve the organization's goals.
organizational structure
In the BCG matrix, stars are _____. highly overvalued, so are not wise purchases companies with slow growth and high market share risky new ventures beyond reach, due to their high purchase price and profits organizations with high growth and high market share which are definite keepers
organizations with high growth and high market share which are definite keepers
In February, Pedro, the manager of a pool supply and cleaning company, is looking at the upcoming need for more workers to handle the increased customers in spring and summer. Which of the four key management processes is he using?
organizing
Employee _________ should provide information about the job routine, the organization's mission and operations, and the organization's work rules and employee benefits.
orientation
Helping a new employee learn the ropes of the organization and fit easily into the new job is known as ______.
orientation
When Keisha started her new job, she went through ______ to help her transition and fit smoothly into the job and organization. The company is small so this process consisted primarily of employees welcoming her, "showing her the ropes," and inviting her to the annual picnic that was coming up soon.
orientation
- language (+ body language) - interpersonal space - communication - time orientation - religion - law and political stability
other variations of culture
What is the primary objective of a plan?
outlines how goals are going to be met
Business Model
outlines the need the firm will fill, the operations of the business, its components and functions, as well as the expected revenues and expenses
A local farmer grows and sells corn and pumpkins to the local grocers. Look at the farmer's business as a system. In which category do the corn and pumpkins, profits, and losses fall?
output
Airbus Inc., a company that builds airplanes, typically orders parts for its airplanes from other companies. ________ is the practice Airbus Inc. is using.
outsourcing
Salaried executive, administrative, and professional employees are exempt from ______ rules.
overtime
When a manager is so frantic to get rid of the problem that he or she can't deal with the situation realistically, this is known as ____. life avoidance panic defensive avoidance avoidance management a fog reaction
panic
when a manager is so frantic to get rid of the problem that he or she can't deal with the situation realistically. Troubled by anxiety, irritability, sleeplessness, and even physical illness,
panic
Henry, a regional manager for a global corporation, is meeting with several upset managers from the Rome plant about Michael, who is originally from Texas but moved to Italy to manage the Rome facility. Antonio, the assistant manager, tells Henry, "We all feel that Michael sees things only one way—his—and very seldom considers our perspective on things." Michael is employing a ________ management style.
parochial
In the ______ leadership model, a leader makes desirable rewards available in the workplace and clarifies how followers can obtain them.
path-goal
In the ______ leadership model, a leader makes desirable rewards available in the workplace and clarifies how followers can obtain them. transformational relationship-oriented passive behavioral path-goal
path-goal
Daniel teaches sixth grade at a local elementary school. He significantly increased his salary by earning a master's degree in education. This is an example of _____. pay for knowledge or skill-based pay profit sharing pay for performance gainsharing a bonus
pay for knowledge or skill-based pay
A sales commission is an example of a ______ compensation plan. Scanlon profit-sharing pay-for-knowledge gainsharing pay-for-performance
pay-for-performance
extrinsic reward
payoff a person receives from others for performing a particular task
A company's overall ability to execute is a function of effectively executing according to three processes, but Bossidy and Charan believe that the _____ process is the most important.
people
A company's overall ability to execute is a function of effectively executing according to three processes, but Bossidy and Charan proposed that the _____ process is the most important. operations people controlling leading planning
people
expectancy theory (process)
people are motivated by (1) how much they want something and (2) how likely they think they are to get it affected by expectancy, instrumentality, and valence
maslow's hierarchy of needs theory (content)
people are motivated by five levels of needs: 1. physiological 2. safety 3. social 4. esteem 5. self-actualization
high-context culture
people rely heavily on situational cues for meaning when communicating with others China, Korea, Japan
Successful controlling within an organization, according to Bossidy and Charan, demands that managers build a foundation of controlling using ________, ______, and ______ - the three core processes.
people strategy, operations
self-fulfilling prophecy (Pygmalion effect)
people's expectations of themselves or others leads them to behave in ways that make those expectations true
efficient
people, money, raw materials are used wisely and cost effectively
behavioral
people-oriented, avoids conflict, leans towards suggestions (Herb Kelleher) - low tolerance for ambiguity - people + social
The process of interpreting and understanding one's environment is called ______.
perception
What is the final step in the strategic human resource management process? recruit and select people plan future human resources needs assess success of recruitment process perform appraisals of people orient, train, and develop people
perform appraisals of people
A _____ consists of assessing an employee's performance and providing him or her with appropriate feedback.
performance appraisal
The continuous cycle of improving job performance through defining performance, monitoring and evaluating performance, reviewing performance, and providing consequences is known as _____.
performance management
The continuous cycle of improving job performance through goal setting, feedback and coaching, and rewards and positive reinforcement is known as ______. training performance management workforce evaluation performance appraisal employee development
performance management
_____ is the set of processes and managerial behaviors that involve defining, monitoring, measuring, evaluating, and providing consequences for performance expectations.
performance management
During his interview at Rickson Electric, Hal was handed a malfunctioning switch, given a toolbox, and asked to fix the switch. What kind of employment test does this describe?
performance test
operational efficiency
performing tasks better than competitors *different from strategy (effectively competing in market)
self-efficacy assign jobs that match with perception of self-efficacy
person's belief in his/her personal ability to do a task
When Nelson saw Betty in the stockroom stuffing her purse with expensive printer cartridges, Betty was quick to say, "We've been friends since first grade, so I'm sure you won't say anything about this." This is an example of using a(n) _____. pressure tactic coalition tactic exchange tactic legitimating tactic personal appeal
personal appeal
In the fundamental attribution bias, a person attributes the behavior of another person to _____.
personal characteristics
intrinsic reward
personal satisfaction a person receives from performing the particular task itself
Adjustment, energy, sociability, independence, and need for achievement are measured on ______ tests.
personality
Enrique was given an employment test that measured his desire to work hard and perform well at his job. This is an example of what type of employment test?
personality
Matt is one of those consistently upbeat, optimistic people. He always looks on the bright side of things and sees the glass as half-full rather than half-empty. These characteristics describe Matt's _____.
personality
When organizations are selecting leaders, research indicates that _____ should be considered more important than intelligence. education personality gender autocratic behavior modesty
personality
____________ is(are) defined as those stable psychological and behavioral attributes that give you your identity.
personality
interpersonal skills (basic leadership skill)
persuade and influence others in order to successfully work with diverse people
Which of the following is not one of Scott Berkun's seeds of innovation for organizations? necessity wealth and money philanthropy hard work in a specific direction curiosity
philanthropy
Debbie works part time in a coffee shop. Some of the equipment is so noisy it prevents her from correctly hearing what the customer orders. This is an example of a(n) ______ barrier to communication. physical semantic feedback personal encoding
physical
An employee who experiences headaches, backaches and nausea as a result of workplace stress is displaying _____ signs of stress.
physiological
Maslow's levels of needs, in order from lowest (most basic) to highest level, are _____. physiological, safety, love, esteem, and self-actualization safety, love, esteem, self-actualization, and physiological safety, physiological, esteem, love, and self-actualization self-actualization, esteem, love, safety, and physiological physiological, safety, self-actualization, esteem, and love
physiological, safety, love, esteem, and self-actualization
When recruiting internally, a job posting involves
placing information about job vacancies and qualifications on bulletin boards, in newsletters, and on the organization's intranet.
The three levels of ______ are strategic, tactical, and operational.
planning
_______ is defined as setting goals and deciding how to achieve them.
planning
4 categories of management
planning, organizing, leading, controlling
planning: 1. make the plan 2. carry out the plan controlling: 3. compare results with plan 4. take corrective actions (correct deviations / return to step 1 and improve future plans)
planning/control cycle
single-use plans
plans developed for activities that are not likely to be repeated in the future 1. programs 2. projects
standing plans
plans developed for activities that occur repeatedly over a period of time, allow for consistency and efficiency 1. policy 2. procedure 3. rule
This month, Susan, the branch manager of Intrepid Car Rentals, has heard several complaints from customers that Intrepid employees do not return calls. Today a good customer told Susan that "my phone calls and e-mails are returned after maybe a week or so." Hearing enough, Susan mandated that "all customer phone calls and e-mails must be returned within 24 hours." This new directive by Alice is an example of a(n)
policy
_______ is not a relationship-oriented behavior.
political maneuvering
Betsy, the vice president of sales for an international organization, believes that employees in her foreign offices understand best how to handle the personnel and practices in their offices. So when the corporate HR manager approached Betsy about reprimanding Francois, a native Parisian who is the Paris office manager, for not doing things according to corporate policy, Betsy backed Francois and said, "I believe that the home office should leave Francois alone because he best understands the local culture." Betsy is a(n) ________ manager.
polycentric
Marco is from the Mediterranean coast of Greece and Forough is from Iran. While visiting their grocery store, you notice that they are helping one customer find an item, another customer checkout, as well as mopping up a spill, and restocking a shelf How would you describe Marco and Forough's use of time?
polychronic
Will and his fiancée Christy decided to have their wedding on a beach in Acapulco, Mexico. Local businesses provided most of the services for the wedding, such as the limousine and the catering services. Throughout the weekend of the wedding, the couple found that workers and limos arrived late; so did the priest who was performing the wedding. In response to the couple's frustration, the Mexican workers remarked, "Ustedes tienen que ser flexibles," which in English means "You have to be flexible with time." This attitude regarding time is
polychronic
Which of the following is not an employee characteristic of relevance in path-goal theory? experience locus of control position power task ability need for achievement
position power
What is the willingness to accept constructive criticism, try and propose new ideas, and maintain a good attitude called?
positive approach
A job _______ involves placing information about job vacancies and qualifications on bulletin boards, company newsletters and/or on the organization's intranet to make existing employees aware of current vacancies.
posting
legitimate power reward power + coercive power
power derived from a manger's formal position (authority)
referent power
power derived from one's personal attraction
expert power
power resulting from one's specialized information or expertise; can be developed over time; focus on person
Organizational behavior is a field of study that explains and ______ behavior.
predicts
The purpose of a nondisparagement agreement is to
prevent former employees from criticizing an organization
Which of the following is not characteristic of an external audit? performed by CPAs primarily used when management suspects embezzlement verifies that generally accepted accounting principles have been followed performed by an independent organization verifies the accuracy and fairness of financial statements
primarily used when management suspects embezzlement
When confronted with a choice, people with strong prior beliefs tend to make their decisions based on their beliefs even if their beliefs are false. This is known as ____. narrow-minded perception single-vision stereotyping tunnel vision bias prior-hypothesis bias the curse of knowledge
prior-hypothesis bias
Jason is more apt to take initiative and persevere to influence the environment; he has a(n) ______ personality.
proactive
Jason is more apt to take initiative and persevere to influence the environment; he has a(n) ______ personality. reactive extroverted proactive introverted agreeable
proactive
Difficulties that inhibit the achievement of goals are known as _____. values objectives synergies alternatives problems
problems
We Deliver trains its truck loaders how to set the packages in the delivery vehicles, so that when delivery drivers are pulling packages off their trucks, they are organized in a specific order and with the label facing forward to reduce errors and save time. A(n) _______ is being implemented when directing that the trucks be loaded in this specific manner.
procedure
A(n) ______ innovation is a change in the way a product or service is conceived, manufactured, or disseminated. adaptive process transformational procedural product
process
The management department at a local university began posting all assignments and other class materials to a course management website instead of creating a packet for students to purchase each term. This is a ______ innovation. reactive product policy breakthrough process
process
decision making
process of identifying and choosing alternative courses of action
managerial leadership
process of influencing others to understand and agree about what needs to be done
perception
process of interpreting and understanding one's environment
leading
process of motivating, influencing, and directing people to work hard to achieve organizational objectives
job simplification
process of reducing the number of tasks a worker performs
In defensive avoidance, when a manager can't find a good solution, the manager follows with ____. procrastination, passing the buck, or denying the risk of any negative consequences finding the most cost-effective solution taking the easiest way out frantically getting rid of the problem doing nothing
procrastination, passing the buck, or denying the risk of any negative consequences
variety-based positioning
produce a subset of an industry's products/services to achieve economies of scale and meet few specific needs (Jiffy Lube oil changes) - few needs, many customers
A technological innovation that improves the performance and speed of a computer's operating system would be considered a(n) ______ innovation. adaptive process product personnel transformational
product
The workers on the night shift at a manufacturing plant would be considered a(n) ______ team. production cross-functional action continuous improvement project
production
financial value
profits to stakeholders in an organization
At Allen and Thomas Architects, a group of designers are developing the first drawings for a proposed multiuse office development in an older section of a large city that is being revitalized. What type of work team is this group? product team virtual team advice team project team production team
project team
A budget is a formal financial _____. summary audit scorecard statement projection
projection
Moving an employee to a higher-level position is called ________.
promotion
Which of the following is not a type of compensation? wages promotions benefits salaries incentives
promotions
herzberg's two-factor theory (content)
proposes that work satisfaction and dissatisfaction arise from two factors: hygiene and motivating
An organization should adopt planning and strategic management to
provide direction and momentum, encourage new ideas, and develop a sustainable competitive advantage.
inspirational motivation (transformational leadership)
provide followers with vision that transcends, inspires others to buy into shared vision, clearly communicates high expectations "let me share a vision that transcends us all"
cognitive dissonance
psychological discomfort experienced as a result of behavior that is incompatible with his/her cognitive attitude
motivation
psychological processes that arouse and direct goal-oriented behavior
Which disciplines does the field of behavioral science include?
psychology, sociology, anthropology, economics
A study conducted by AT&T and Stanford University found that the top predictor of success and professional upward mobility was _____. public speaking ability writing ability integrity intelligence interpersonal skills
public speaking ability
Ted's manager required him to give up his company car since he had missed sales goals for four consecutive quarters. Ted's manager used _____. extinction punishment feedback negative reinforcement intrinsic motivation
punishment
coalition tactics
put on a united front by gathering support for the persuasion effort
The management of a facility that manufactures parts for car brakes has a policy of testing only some of the items in each production run to locate errors, with the ultimate goal of minimizing errors by managing each stage of production. This process is an example of the ______ technique.
quality control
Oleg, the CEO of a large global production company, is excited about the introduction of statistics and computer simulations in the design stage of the company's products. Oleg is using
quantitative techniques.
Introducing a practice that is new to the industry is called a(n) ______ change. adaptive innovative revolutionary radically innovative reactive
radically innovative
The amount of acceptable deviation from a standard, determined when the standard was established, is called the _____. zero-based control span of exception range of variation benchmark breadth control
range of variation
The action by which workers vote on whether to accept or reject the terms of the contract negotiated by the union after collective bargaining is called __________.
ratification
An organization that is examining its return on investment (ROI) is using _____. ratio analysis flexible budgeting external auditing trend analysis internal auditing
ratio analysis
Because there are some positive aspects of bureaucracy, as proposed by Max Weber, Therese, a restaurant manager, is interested in implementing certain aspects of the bureaucratic approach to management within her restaurant. Like Weber, Therese feels bureaucracy is a
rational, efficient, ideal organization based on principles of logic
what model has these four steps: Stage 1: Identify the problem or opportunity; Stage 2: Think up alternative solutions; Stage 3: Evaluate alternatives and select a solution; and Stage 4: Implement and evaluate the solution chosen.
rational-decision making model
When an interviewer openly discusses both the negative and positive aspects of a job with the applicant, they are giving a(n) _________.
realistic job preview
informational roles
receive and communicate information monitor, disseminator, spokesperson
Roger was talking to a coworker in a meeting, and wasn't listening when his supervisor announced work assignments. This is an example of what type of barrier to communication? medium barrier encoding barrier receiver barrier feedback barrier decoding barrier
receiver barrier
The _____ effect is the tendency to remember recent information better than earlier information.
recency
As the human resource manager for her firm, Candace is responsible for identifying and attracting qualified applicants for available positions within the organization. This role is known as _____.
recruiting
The process of locating and attracting qualified applicants either outside or inside an organization for jobs open in the organization is called _____.
recruiting
Which of the following is the best statement of a goal? increase customer satisfaction be late to work less often give your very best effort get through most of those reports by 9/1 reduce production errors by 10 percent by the end of the quarter
reduce production errors by 10 percent by the end of the quarter
When Men's Wearhouse fired a salesperson who wasn't sharing walk-in customer traffic, and total clothing sales volume among all salespeople increased significantly, it _____. reduced costs increased speed improved quality increased productivity reduced destructive internal competition
reduced destructive internal competition
Individuals who are asked to provide assessments of former employees are known as _____.
references
Trina is outgoing, warm, and truly inspirational when she talks about where she wants to lead her division. Her employees seem eager to do anything she asks. Because of her personality and not her position, Trina has ______ power. coercive reward legitimate expert referent
referent
personal appeals
refers to requests based on friendship or loyalty
In managing employees under an incentive pay plan, a manager should __________. regularly communicate with employees about the plan design complex plans that cover all contingencies set goals with employees, but then leave them alone to pursue those goals set "stretch" goals that are very difficult (perhaps impossible) to achieve change the plan frequently to continue to motivate subordinates
regularly communicate with employees about the plan
To achieve psychological growth, according to the self-determination theory, people need to satisfy the three innate needs: competence, autonomy, and _____. affiliation safety relatedness pay power
relatedness
Which element of emotional intelligence reflects your ability to use awareness of your emotions and the emotions of others to manage interactions successfully and build strong, personal bonds with others?
relationship management
The decision was made by BP and Halliburton executives regarding not taking action with the oil well blowout preventer that experts believe would have prevented the Deepwater Horizon oil rig explosion and fire off the coast of Louisiana, since company management believed that there would be no great negative consequences as a result of their decision. This is an example of ___. satisficing relaxed change relaxed avoidance the curse of knowledge panic
relaxed avoidance
a manager decides to take no action in the belief that there will be no great negative consequences.
relaxed avoidance
If research shows that a particular test measures the same thing consistently, the test has high _______.
reliability
The degree to which a test measures the same thing consistently is known as its __________. dependability validity accountability significance reliability
reliability
The recency effect is described as the tendency
remember recent information better than earlier information.
negative reinforcement ex: stop nagging about tardiness after arriving on time
removal of unpleasant consequences following a desired behavior
The city government of Frostville promised significant tax breaks to a large retailer if it opened a store in Frostville, which would result in nearly 200 new local jobs. However, the retailer decided that it would staff the new Frostville store with employees from its other stores, meaning no new jobs were created. As a result, the city of Frostville instituted clawbacks by
rescinding the tax breaks given to the retailer.
The capacity to bounce back from adversity and sustain yourself when confronted with challenges is called what?
resilience
An emotional or behavioral response to real or imagined threats to an established work routine is known as _____. fight or flight response irrational insecurity performance anxiety resistance to change need for stability
resistance to change
In equity theory, employees are motivated to _____. blame others when they miss work or fail at tasks work harder when they have more freedom work just hard enough to get what they want resolve feelings of injustice and see fairness in the rewards they expect for task performance correct themselves when they aren't working hard enough
resolve feelings of injustice and see fairness in the rewards they expect for task performance
Marquez, the hotel manager, knows that the number of guests at his hotel has significantly decreased. Therefore, corporate has made it clear that the amount each department can spend on certain items will need to be cut for the year. Marquez needs to work with the hotel department managers on how to cut costs, as a part of his role as
resource allocator
functional manager
responsible for just one organizational activity (director of finance, vice president of production)
general manager
responsible for several organizational activities
Jeff, the owner of a toy store, is interested in developing a sustainable competitive advantage. To do this he needs to be responsive to customers and to stay ahead in ____. company diversity and synergy innovating, quality, effectiveness, and company diversity company diversity and synergy and strong employee morale profitability, usage of MBO, and innovation responsiveness, innovating, quality, and effectiveness
responsiveness, innovating, quality, and effectiveness
coercive power (legitimate) ex: termination, demotion, reprimands
results from manager's authority to punish their subordinates
reward power (legitimate) ex: recognition, promotions, pay raises
results from manager's authority to reward subordinates
A defensive strategy is also known as a(n) _____. growth strategy aggressive approach fixed plan stability strategy retrenchment strategy
retrenchment strategy
What is the last stage of the perceptual process?
retrieval from memory
ROI is a(n) _____. debt management ratio return ratio cash ratio liquidity ratio asset management ratio
return ratio
Anar congratulated her staff when the team received an industry award for their project, and also sent a companywide e-mail announcing it. Here, Anar is using her ______ power. referent expert personalized coercive reward
reward
Identify a way in which an organization can promote high ethical standards on the job.
reward ethical behavior
__________, which all managers have, is power that results from a manager's authority to reward his or her subordinates. Rewards can range from praise to pay raises, from recognition to promotions.
reward power
Besides generating ideas with impact, you can also generalize them—that is, reduce the barriers to learning among employees and within your organization. You can
reward risk taking
Nick, a hotel general manager, has had great success using MBO. Vivian, his district manager, has found that Nick's employees are highly motivated. Because Nick _________, Vivian is able to discern that he is using MBO
rewards his employees with compliments, raises, and other benefits as they meet their goals
In the BCG matrix, QUESTION MARKS are _____. highly overvalued, so are not wise purchases companies with slow growth and high market share risky new ventures beyond reach, due to their high purchase price and profits organizations with high growth and high market share which are definite keepers
risky new ventures
A _____ is a socially determined expectation of how an individual should behave in a specific position; i.e., a set of behaviors that people expect of occupants of a position.
role
Ricco, an HR manager, is designing a training class for those working on the new cross-functional teams within her company. This class is aimed at improving group decision making and interpersonal relations. What method of delivery should she choose? videotapes lectures workbooks role-playing, practice, and discussion computer-aided training
role-playing, practice, and discussion
Members of a team develop their ______ based on the expectations of the team, of the organization, and of themselves. social fit resources norms groupthink roles
roles
Sets of behaviors that are expected of occupants of a specific position are called _____.
roles
Psychological ______ reflects the extent to which people feel free to express their ideas and beliefs without fear of negative consequences.
safety
The extent to which you feel positive or negative about the various aspects of your work is called job ______.
satisfaction
Paula, the controller of Tasty Pizza, is purchasing several new delivery vehicles. Paula has numerous work responsibilities, so she has limited time to shop for cars. Because of the time constraints, she cannot make an extensive search for the best alternative, so she looks for cars until she finds a model that is satisfactory. Paula is following the _____ model.
satisficing
Chenglei, an IT manager, has been studying the actions that his workers perform in an attempt to improve their productivity. Chenglei is utilizing
scientific management
electronically transmitted spoken communication
second highest in media richness; can interpret tone, emphasis, and pauses; provides instant feedback; no visual nonverbal cues
The part of the labor-management agreement that states that employees who receive union benefits must join the union (or at least pay dues) is called the union _____.
security clause
access-based positioning
segmenting customers who are accessible in different ways (Uber, Carmine Cinema) - many needs, many customers
social media policy
select organizational culture in outlining what is considered confidential, illegal, and inappropriate and detailing the consequences for violating company expectations; method for dealing with social media reputation
Applications, résumés, interviews, and employment tests are all ______ tools.
selection
When Joe screens job applicants to ensure that he hires the most qualified candidate, he is performing the human resource function known as the ______ process.
selection
Place the steps in the perceptual process in the correct order, with the first step listed at the top and the last step listed at the bottom. Instructions
selective attention interpretation and evaluation storing in memory retrieving from memory to make judgements and decisions
_________ appraisals may make employees more receptive to feedback about areas where they need to improve.
self
According to ______, competence, autonomy, and relatedness are the primary motivations for behavior.
self-determination
Competence, autonomy, and relatedness are the primary motivations for behavior according to _____. hierarchy of needs theory self-determination theory two-factor theory expectancy theory acquired needs theory
self-determination theory
The "can do" aspect of our personality can best be described as ______.
self-efficacy
The belief in one's ability to complete a task is called __.
self-efficacy
When much of her work was automated with a new computerized system, Brittany became unsure of her ability to do her job. Sara, her boss, has been mentoring her to improve her
self-efficacy
When much of her work was automated with a new computerized system, Brittany became unsure of her ability to do her job. Sara, her boss, has been mentoring her to improve her __________. conscientiousness learned helplessness self-efficacy agreeableness internal locus of control
self-efficacy
The extent to which you like or dislike yourself is known as your _______.
self-esteem
In ______ teams, the traditional clear-cut distinction between manager and managed is blurred as nonmanagerial employees are delegated greater authority and granted increased autonomy.
self-managed
In ______ teams, the traditional clear-cut distinction between manager and managed is blurred as nonmanagerial employees are delegated greater authority and granted increased autonomy. self-managed virtual collaborative action problem-solving
self-managed
An aspect of emotional intelligence that involves the ability to control one's emotions and act with honesty and integrity in reliable and adaptable ways is called _____.
self-management
Jeanine's motto is "Check your bad mood at the office door." Even if she's tired or upset, she makes an effort every day to control her emotions in the workplace. This is an example of which component of emotional intelligence?
self-management
The ability to control your emotions and act with honesty and integrity in reliable and adaptable ways is called what?
self-management
What is the term for taking more personal responsibility for success than for failure?
self-serving bias
The study of the meaning of words is called _____. semantics rhetoric terminology lexicography jargon
semantics
Which of the following dimensions is not an example of an external or secondary dimension on the diversity wheel? income geographic location personal habits seniority religion
seniority
Which of the following is not a consideration in building a group into an effective team? performance goals and feedback motivation through accountability roles seniority size
seniority
Starbucks CEO Howard Schultz has made sure his employees...
servant
______ leaders focus on providing increased service to others—meeting the goals of both followers and the organization—rather than to themselves.
servant
Which of the following is not one of the eight leadership styles proposed by the revised path-goal theory?
servant leadership
needs-based positioning
serve broad range of needs for a particular customer segment (Bessemer finance, IKEA) - many needs, few customers
Which of the following is a characteristic of a continuous improvement team? functions as a built-in part of any effective organizational group serves as an advice team encourages high empowerment emerges from self-managed team concept requires assigned membership
serves as an advice team
operational goals
set by and for first-line managers and are concerned with short-term, day-to-day goals (1-52 weeks)
tactical goals
set by and for middle managers, focus on actions needed to achieve strategic goals (6-24 months)
strategic goals
set by and for top management, focus on org objectives as a whole (1-5 years)
planning
setting goals and deciding how to achieve them (time frame, how, if possible)
When women are viewed as moody, emotional, and catty, whereas men are seen as strong and powerful, it is an illustration of ______.
sex-role stereotypes
Unwanted sexual attention that creates an adverse work environment is referred to as ______.
sexual harassment
culture
shared set of beliefs, values, knowledge, and patterns of behavior common to a group of people
Firms such as General Motors and McDonald's actively collect information about customer preferences and try to address them in their new products. This reflects __________. shareholder, customer, and market changes technological advancements social and political pressures human resource concerns managers' behavior
shareholder, customer, and market changes
Which of the following is not a disadvantage of e-mail? the less connected coworkers feel decrease in other forms of communication, like greetings and conversations rudeness to use in crowded places sheer number that must be handled by the average worker emotions often poorly communicated
sheer number that must be handled by the average worker
Which of the following initially handles a grievance filed by an employee?
shop steward
Which form of bullying is most common in the workplace?
shouting
An employee transfer within an organization is thought of as moving ______, because the employee is moving to a position of similar responsibility.
sideways
Which of the following circumstances is unlikely to increase the success of OD? goals geared to short term results top management support single intervention goals geared to long term results consideration of cross-cultural differences
single intervention
project
single-use plan of less scope and complexity than a program
program
single-use plan that encompasses a range of projects and activities
A(n) ______ interview is one in which the interviewer focuses on hypothetical scenarios, such as "What would you do if a customer used profane language in speaking to you?"
situational
During his interview, Mike is repeatedly given hypothetical scenarios and asked how he would respond. This is an example of the ________ type of structured interview.
situational
During his interview, Mike is repeatedly given hypothetical scenarios and asked how he would respond. This is an example of the __________ type of structured interview.
situational
In Fiedler's contingency leadership model, the amount of influence a leader has in his or her immediate work environment is called his or her _____. task structure leadership style coercive power situational control readiness
situational control
1. physical 2. human resources 3. informational 4. financial 5. structural 6. cultural
six areas of control
Regarding the findings from a SWOT analysis, organizational strengths are ____. means that give a specific industry an advantage in a down economy MBO skills that should be emphasized skills and capabilities that give a company advantages in executing its strategies environmental factors that the organization may exploit for competitive advantage external opportunities that a company can take advantage of
skills and capabilities that give a company advantages in executing its strategies
The economic or productive potential of strong, trusting, and cooperative relationships is known as _______ capital.
social
Empathy and organizational intuition are a part of which emotional intelligence (EI) trait?
social awareness
Empathy and organizational intuition are a part of which emotional intelligence (EI) trait? self-monitoring self-management social awareness self-awareness relationship management
social awareness
Louisa seems to have a strong ability to accurately pick up on the emotions of others in the workplace, understand what is going on, and display a keen sense of empathy. Which element of emotional intelligence does this describe?
social awareness
The component of emotional intelligence known as _____ consists of empathy and organizational intuition, the ability to understand how your emotions and actions affect others within the organization.
social awareness
Those high in this emotional intelligence trait tend to be empathetic. self-awareness self-efficacy social awareness relationship management self-management
social awareness
Terry was part of an 18-person grounds beautification committee, and among its responsibilities were monthly parking lot cleanup and weekly patio sweeping. He was a part of the committee at his boss's request, but had never actually helped with anything. This is likely an example of _____. devil's advocacy social loafing procrastinating storming adjourning
social loafing
As the CEO of a company that produces products for schools, Amber believes that her company needs not only to produce a profit but also to do things that benefit society. _______ guides Amber's beliefs.
social responsibility
conceptual
social, humanistic, artistic, broad-term perspective, long-term oriented, takes risks and tries new ideas, intuitive, leans towards discussion (Steve Jobs) - high tolerance for ambiguity - people + social
Philip, a shift manager in a factory, has 40 employees on his shift that he directly supervises. The 40 workers who report directly to Philip represent his
span of control
Philip, a shift manager in a factory, has 40 employees on his shift that he directly supervises. The 40 workers who report directly to Philip represent his _____. division of labor hierarchy of authority span of direction span of control unity of command
span of control
Jose, a lobbyist who represents the oil industry, is meeting with several members of Congress to try to exert political influence by contributing funds to the lawmakers' election campaigns. Jose also is involved in a letter-writing campaign to promote his cause. Jose is working on behalf of a
special-interest group
Oakley Lumber Mill formed a team to help the organization determine a course of action in the wake of a forest fire that temporarily closed access to its mountain satellite office. This is an example of a _____. JIT team continuous improvement team special-purpose team self-managed team cross-functional team
special-purpose team
goals (objectives)
specific commitments to achieve a measurable result within a stated period of time, shaped by mission, vision, values, means that lead to ends
S.M.A.R.T. goals should be:
specific, measurable, attainable, results-oriented, and have target dates.
Job _______ describes the minimum qualifications a person must have to perform the job successfully.
specification
A hierarchy culture has an internal focus and most values ____. community standards stability and control risk-taking flexibility external stakeholders
stability and control
A hierarchy culture has an internal focus; it values ____ over flexibility.
stability and control
Personality is defined as the
stable psychological traits and behavioral attributes that give a person his or her identity.
rule
standing plan that designates a specific required action
policy
standing plan that outlines the general response to a designated problem/situation
procedure
standing plan that outlines the response to a particular problem/circumstance
In the BCG matrix, companies that have high growth and high market share, and are definite keepers are ____. stars sleeping giants cash cows turtles sleepers
stars
Under the 1947 Taft-Hartley Act, individual _______ are allowed to pass legislation outlawing union and agency shops.
states
mcclelland's acquired needs theory (content)
states that three needs - achievement, affiliation, power - learned from one's culture and life experiences are major motives that determine workplace behavior
1. establish standards 2. measure performance 3. compare performance to standards 4. take corrective action if necessary
steps of the control process
The tendency to attribute to an individual the characteristics one believes are typical of the group to which that individual belongs is called _____. self-serving bias attribution the halo effect stereotyping selective perception
stereotyping
The tendency to attribute to an individual the characteristics you believe are typical of the group to which that individual belongs is known as _____.
stereotyping
Which bad attitude behavior may involve yelling or using sarcasm?
stink bomb throwing
According to Tuckman's five-stage model of group and team development, what is the second stage in the process?
storming
Depak's team was not making much progress on defining a new production process. Nicole was being very uncooperative. She did not agree with Depak's direction, and had not completed her tasks. This team is in what stage of group development? forming storming norming performing adjourning
storming
Dave owns several computer repair shops across the Midwest, and he has set a goal for his company of cutting costs in all his locations over the next three years. Dave has set what type of goal?
strategic
Developing a systematic, comprehensive strategy for understanding current employee needs and predicting future employee needs is referred to as ____ human resource planning.
strategic
__________ goals are set by and for top management and focus on objectives for the organization as a whole.
strategic
Alpha Computing is a U.S. company that specializes in IT research. It has formed a joint venture with Microchips Inc., a Belgium organization that has a reputation for producing quality PCs. The two companies will work together to market laptops in China, sharing the risks and rewards of starting the new enterprise together. Alpha Computing and Microchips Inc. are partners in a(n)
strategic alliance
Which sequence of goals is consistent with "cascading" goals that begin at the top of the organization?
strategic goals > divisional goals > department goals > individual goals
includes long-term decisions about the overall direction of the organization. At the ___________ ________ of planning, managers must pay attention to the environment outside the organization, be future oriented, and deal with uncertain and competitive conditions.
strategic level
Developing a comprehensive program for long-term success is the focus of ____. a synergy agenda strategic planning organizational diversity TQM mission and vision statements
strategic planning
Developing a comprehensive program for long-term success is the focus of ____. strategic planning tactical plans mission and vision statements a synergy plan a focused sigma plan
strategic planning
With small businesses in very competitive industries, small differences in performance may affect that company's survival. So in this case, it is worth the effort to implement _______. a synergy agenda TQM strategic planning MBO organizational diversity
strategic planning
_____ focuses on developing a comprehensive program for long-term success.
strategic planning
SWOT analysis (situational analysis)
strategic planning tool that strengths, weaknesses, opportunities, threats (Step 2) [SW ex: production process, product quality, CS reputation] [OT ex: market segment analysis, govt regulations, industry growth analysis]
Rashid, the CEO of Top Productions, was telling his new vice president of accounting that "In the past I had resistance to new ideas by people who felt that one of our plans threatens their influence or jobs. So when you tell your collections department that we just hired a collection agency to handle bad debt, you may have to sell your collections manager and his supervisors on using the agency and that nobody is going to be laid off." Selling middle and supervisory managers on changes to overcome their resistance is often a necessary part of _____. operational control strategy formulation reality assessment strategy implementation strategic control
strategy implementation
overcoming resistance by people who feel the new plans threaten their influence or livelihood. Thus, top managers can't just announce the plans; they have to actively sell them to middle and supervisory managers.
strategy implementation
Many customers have visited Sally's Diner for decades because of their friendly service. Most customers feel that Sally's is the friendliest placed around. The friendly service at Sally's is an example of a company _____. weakness strength opportunity vision threat
strength
Ability tests measure things such as
strength, stamina, or intelligence.
skills and capabilities that give a company advantages in executing its strategies (SWOT analysis)
strengths
______ is the tension people feel when they are facing or enduring extraordinary demands, constraints, or opportunities and are uncertain about their ability to handle them effectively. Anxiety Apprehension Role overload Role conflict Stress
stress
_________ is the tension people feel when they are facing or enduring extraordinary demands, constraints, or opportunities and are uncertain about their ability to handle them effectively.
stress
A(n) ______ is an environmental characteristic that causes stress.
stressor
Stress is the feeling of tension and pressure; the source of that stress is known as a(n) _____.
stressor
What is the assessment of the external environment? What are the critical issues facing the business? Can the business execute the strategy? According to Bossidy and Charan, these are some of the questions that should be addressed in a _____. diversity agenda strong strategic plan value statement mission statement code of ethics
strong strategic plan
A(n) _______ interview involves asking each applicant the same questions and comparing their responses to a standardized set of answers.
structured
Jim's perception of his employees' traits and behaviors is known as a(n) _____ appraisal.
subjective
The systems viewpoint regards the various parts making up the whole system as
subsystems
With setting SMART goals, you should choose only a few goals on which to focus. These goals should be results-oriented and
support the organization's vision
When building a new residential development or mall, a national real estate organization typically does not remove many trees, basing its decision on the belief that natural resources are limited and the company must not compromise the ability of future generations to meet its own needs. To which philosophy is the company adhering?
sustainability
Doug is the CEO of Johnson Motors, a business consisting of Chevrolet, Buick, Cadillac, and Mercedes-Benz dealerships. He also sells Fleetwood and American Coach RVs. Doug mentioned to his sales manager that "there is economic value in having many related businesses managed by one ownership group. They are worth more than if they are separate companies." This is an example of ____. synergy multiproduct diversity differentiation diversification
synergy
The Ryan family had a fire that destroyed their home. Various departments of a restoration company, from the initial cleanup crew to the assistance with the Ryan family moving back in, worked together to achieve this goal. All of the company's interrelated parts working together to accomplish a goal (in this case, the restoration of the Ryan home) is an example of a(n)
system
flextime (job design)
system in which employees set their own work hours within employer-determined limits
security
system of safeguards to protect information technology from potential resulting damage or loss
organizational culture
system of shared beliefs and values within an org that determine member behavior (informal control mechanism)
organizational structure
system of tasks and reporting relationships that coordinate and motivate org members to work towards the org's goals (division of labor, chain of commands, coordination)
contemporary perspective
systems, contingency, and quality-management
goals set by and for middle managers and focus on the actions needed to achieve strategic goals
tactical goals
The self-serving bias is characterized by the tendency to
take more personal responsibility for success than for failure.
Barriers to International Trade
tarrifs, import quotas, embargoes, sanctions
Jamal points out during the meeting that the group has fallen a half hour behind schedule according to the agenda, and should get back to the important work at hand. He is performing a ______ role. production relational maintenance task social
task
Marcie frequently requests meetings between her team and counterparts in Portland. She often spots issues that will affect both groups and wants to work openly on coordination so there are no surprises for anyone. Marci plays a ______ role for her team. leadership maintenance task relationship cohesiveness
task
Marcie frequently requests meetings between her team and counterparts in Portland. She often spots issues that will affect both groups and wants to work openly on coordination so there are no surprises for anyone. Marcie plays a ______ role for her team.
task
The marketing director for GForce Games, a video game company, has informed his employees that he feels the company needs to improve its relationship with the distributors of the company's products because the distributors are part of the ______ environment for GForce Games. He believes that a stronger relationship with distributors will lead to more market share, and higher profits, for both GForce Games and its distributors.
task
"Do my subordinates perform unambiguous, easily understood tasks?" This question reflects the dimension of situational control called _____. charisma leader-member relations position power task structure passive leadership
task structure
Sammie leads a task force charged with restructuring the order-processing system in the organization. The task force is composed of her peers over whom she has little control, and some of whom do not seem to respect her. According to the contingency model, Sammie should adopt a(n) ___________ leadership style. relationship-oriented participatory task-oriented employee-centered initiating structure
task-oriented
A collection of five employees who are studying industry pay scales, with the goal of making recommendations for adjusting pay grades within their company, is known as a(n)
team
A collection of five employees who are studying industry pay scales, with the goal of making recommendations for adjusting pay grades within their company, is known as a(n) _____. informal organization association informal union team group
team
Of the following, which is not a core job characteristic? task identity task significance autonomy skill variety teamwork
teamwork
how skills change over time
technical: decrease conceptual: increase human (soft): unchanged
Beth is using computers to train her employees on a new data-mining technique along with classroom discussion. This will reduce the necessary instruction time. This is an example of ______ learning.
technology-enhanced
fundamental attribution bias (causal attribution)
tendency to attribute another person's behavior to his/her personal characteristics rather than to situational factors
Stereotyping is defined as the
tendency to attribute to an individual the characteristics one believes are typical of the group to which that individual belongs.
stereotyping
tendency to attribute to an individual the characteristics one believes are typical of the group to which the individual b belongs (sex-role, age, race, ethnicity)
recency effect
tendency to remember recent information more readily than earlier information
self-serving bias (causal attribution)
tendency to take more personal responsibility for success than for failure
All of the following are rules for using smartphones except _____. text during meetings or other conversations don't dial or text while driving during meetings and public performances, shut off the ringer; set the phone on "vibrate" keep your voice down; no need to SHOUT don't force the public to have to listen to your phone conversations
text during meetings or other conversations
The personality dimensions of extroversion, agreeableness, conscientiousness, emotional stability and openness to experience are referred to as _____.
the Big Five personality dimensions
Which of the following is incorrect about the leader-member exchange (LMX) model of leadership?
the LMX focuses only on the behaviors or traits of leaders
A self-fulfilling prophecy is also known as __________. causal attribution learned helplessness selective perception burnout the Pygmalion effect
the Pygmalion effect
competitive advantage
the ability of an organization to produce goods or services more effectively than competitors do, thereby outperforming them
bounded rationality
the ability of decision makers to be rational is limited by complexity, time and money constraints, imperfect information, information overload, conflict goals, and cognitive capacity
strategy innovation
the ability to reinvent the basis of competition within existing industries—"bold new business models that put incumbents on the defensive."
Which one of the following is one way to think about management?
the art of getting things done through people
Paul English of Kayak.com uses new employees as an excuse for altering an existing open-office seating arrangement. English's action is an application of ____ to management.
the behavioral science approach
The vertical hierarchy is also known as _____. the X-Y chart the corporate steps the chain of command the network structure an upward graph
the chain of command
Resistance to organizational change is considered to be the interaction of three causes. These causes can be generally described as employee characteristics, change agent characteristics, and _____. employee longevity the change agent-employee relationship community characteristics technology life cycles organizational size
the change agent-employee relationship
Anthony, the plant manager, was talking with another manager about Tim, the lead engineer in the corporate R & D department. Anthony remarked that "Tim is so bright, and is an expert in designing products. But like so many experts, he can't imagine what it's like to be as ignorant as the rest of us. I think at times, he cannot see things from an outsider's perspective." This is known as _____. the tunnel vision effect an analytics perspective the curse of knowledge the intellectual fog effect a narrow perspective
the curse of knowledge
______ requires a manager to visit an earlier step in the strategic-management process in order to revise actions if necessary.
the feedback loop
Last week Gary, CEO of Quality Furniture in North Carolina, traveled to Europe to visit customers. While overseas, Gary checked his e-mail daily and showed his company's website to customers, explaining how the website will help them place orders and receive merchandise more quickly. After visiting the last customer Friday morning, Gary was able to return to the corporate office in North Carolina to meet with his board of directors that night. ________ is the "shrinking" of time and space with air travel and the electronic media.
the global village
Forming a positive impression of an individual based on a single trait is called _____.
the halo effect
Which of the following is not a common reason why incentives may fail to motivate employees?
the incentive plan is based on clear and realistic goals
The motivating potential score (MPS) is calculated as part of using _____. the job characteristics model McClelland's acquired needs theory equity theory goal-setting theory reinforcement theory
the job characteristics model
Cognitive dissonance is defined as
the psychological discomfort a person experiences between his or her cognitive attitude and incompatible behavior.
Misperception often operating among investors (even professionals), who are more likely to buy a stock if they see something about it in the news or if it has a high one-day return, are experiencing __________. reverse discrimination an ethical dilemma self-serving bias the recency effect ethnocentrism
the recency effect
In medium- and large-sized cities, such as Cincinnati, Indianapolis, Chicago, and New York, many residents have been getting rid of their cars. Keeping a car in a city can be very expensive and quite a hassle due to a lack of parking and strong parking regulations that lead to expensive tickets for even minor parking infringements. Residents have learned that they can join services, such as ZipCar, that allow them to "borrow" cars from a fleet when they need them. They pay a monthly fee for the service, and they use an online application to "reserve" a car for when they need it. All of the hassle is gone; the car is ready for them when they need it; and parking is always guaranteed. ZipCar and other companies like it are examples of
the sharing economy
Communication is _____. a process involving only the sender, message, and receiver speaking or writing so that another is able to comprehend the meaning interpretation of messages sent via any media the combined activities of speaking and listening the transfer of information and understanding from one person to another
the transfer of information and understanding from one person to another
The chain of command is also known as _____. the horizontal specialization: the movement chart an analytics tool the vertical hierarchy the organizational picture
the vertical hierarchy
According to Herzberg, which of the following is an example of a motivating factor? the work itself pay company policy supervisors working conditions
the work itself
Which of the following is a motivating factor according to Herzberg's two-factor theory?
the work itself
The number one reason people quit their jobs is their dissatisfaction with _____. the lack of opportunities for learning their wages or salaries long hours the physical work environment their supervisors
their supervisors
content (needs-based) perspectives maslow's hierarchy of needs theory alderfer's ERG theory mcclelland's acquired needs theory herzberg's two-factor theory
theories that emphasize the needs that motivate people
reinforcement perspectives law of effect, law of contingent reinforcement, law of immediate reinforcement
theory that explains behavior as a product of the rewards and consequences administered as a result of the behavior
Which of the following statements is not a practical implication of the behavioral approaches to leadership?
there is one best style of leadership
Despite your best intentions, it's hard to bring the best evidence to bear on your decisions because of such reasons as ____. there's no competition or there's too much competition there's too much evidence; there's not enough good evidence and the side effects outweigh the cure it will hurt diversity and synergy within your organization it is too expensive; it's not ethical and there's not enough good evidence people are trying to mislead you and it will not allow MBO
there's too much evidence; there's not enough good evidence and the side effects outweigh the cure
functional-level strategy
third level functional managers direct how department will support business-level strategies
Michael Porter proposed that business-level strategies originate with the primary competitive forces in the firm's environment; these forces are _____. threats of substitute products and services and competitive rivalries threats of government paperwork and tax increases, bargaining power of suppliers, and competitive rivalries bargaining power of suppliers threats of new entrants and substitute products or services, bargaining power of suppliers and buyers, and competitive rivalries threats of new entrants and bargaining power of buyers and suppliers
threats of new entrants and substitute products or services, bargaining power of suppliers and buyers, and competitive rivalries
1. affective 2. cognitive 3. behavioral
three components of an attitude
1. distributive justice 2. procedural justice 3. interactional justice
three elements of justice theory that are important for high motivation
1. expectancy 2. instrumentality 3. valency
three factors that affect expectancy theory (process)
1. importance 2. control 3. rewards (investment)
three factors that influence how someone handles cognitive dissonance
1. acquisitions and mergers 2. joint ventures and strategic alliances 3. internal development
three implementations of corporate-level diversification
1. law of effect 2. law of contingent reinforcement 3. law of immediate reinforcement
three laws that govern reinforcement theory
1. resource allocation 2. strategy formulation 3. performance management
three major tasks that must be similar when considering diversification (synergy)
1. achievement 2. affiliation 3. power
three needs that drive motivation according to McClelland's Acquired Needs Theory
1. meaningfulness of work (skill variety, task identity, task significance) 2. responsibility for results (autonomy) 3. knowledge of results (feedback)
three psychological states of job characteristics model (job design)
1. provide direction and momentum (value proposition, core competencies, customer value, synergy) 2. encourage new ideas 3. develop sustainable competitive advantage (customer responsiveness, innovation, quality, efficiency)
three reasons why strategic management is important
1. equity theory 2. expectancy theory 3. goal-setting theory
three theories of process perspectives
1. strategic positioning (unique and valuable position) 2. competitive trade-offs (differentiate) 3. "fit" among activities (complex integrated activity system)
three underlying principles of strategic planning
1. employee engagement 2. job satisfaction 3. organizational commitment
three work-related attitudes
physical barriers
time, sound, space
Francis, the plant manager, is interested in increasing the facility's productivity by utilizing MBO so that his managers and their employees are more focused on objectives. This month Francis asked his managers to concentrate on the two first steps of MBO, which are
to jointly set objectives with their employees and to have managers develop action plans.
Kaleb is preparing for an interview. He has reviewed his résumé, prepared his questions, and thought through answers for the top questions most asked in interviews. He feels well prepared. At the interview, he is asked to respond to a scenario question in which a problem is presented. Why is the interviewer asking this type of question?
to see if Kaleb can analyze the situation and propose alternatives
At Panther Lighting Fixtures, employees were asked how the quality of its customer service could best be measured, and management then implemented a survey system based on the feedback. The company has overcome which of the following barriers to success of control systems? overemphasis on means instead of ends overemphasis on one instead of multiple approaches overemphasis on paperwork too much control too little employee participation
too little employee participation
Qatar earned the rank of first place in terms of gross domestic product because they
took advantage of the world becoming one market.
balanced scorecard
tool that gives top managers a fast but comprehensive view of the organization via (1) customer satisfaction, (2) internal processes, (3) innovation and improvement activities, and (4) financial measures
CAGE framework
tool used to measure the "distance" between a home country and other places, measured by 4 dimensions: cultural, administrative, geographic, and economic
four levels of management
top managers, middle managers, first-line managers, team leaders
ASEAN is a(n)
trading bloc consisting of 10 countries in Asia
______ refers to educating technical and operational employees in how to better do their current jobs.
training
Jennifer rates her employees on subjective attributes such as attitude, honesty, inspiration to others, leadership, or initiative. This is what type of appraisal?
trait
______ focuses on clarifying employees' roles and task requirements and providing rewards and punishments contingent on performance.
transactional leadership
communication
transfer of information and understanding from one person to another
Employees at Employees Credit Union were really impressed with Ryan, the new CEO. He was the first person who had fully developed a vision for the company about where it could go, and had energized everyone to try to get there. Ryan is a ______ leader. shared servant transformational transactional laissez-faire
transformational
______ leadership helps employees pursue organizational goals over self-interests.
transformational
The T in LGBTQ stands for _____, or a term for people whose sense of their gender differs from what is expected based on the sex characteristics with which they are born.
transgender
Having realistic expectations and thinking about the kind of manager you want to be, not forgetting to manage upward and sideways as well as downward, getting guidance from other managers, and resisting isolation is good advice for those who are
transitioning upward in an organization
"What shall we do about the problem?" is the question that would most likely be asked during the ______ stage of OD. feedback evaluation treatment or intervention changing diagnosis
treatment or intervention
The basic assumption that the picture of the present can be projected into the future is the basis of a
trend analysis
Sunset Oil is a large oil drilling company off the Gulf Coast. They want to expand their drilling area and are receiving a great deal of push back from the local community. It will now be on the ballot at the next election. Sunset Oil is concerned about how all of this will impact their bottom line. Which of the following should be a consideration for Sunset Oil?
triple bottom line
A corporate culture is a defined set of shared, taken-for-granted implicit assumptions that a group holds and that determines how it perceives, thinks about, and reacts to its various environments.
true
A person who scores high on the conscientiousness dimension is typically dependable, persistent, and oriented toward achievement.
true
According to Maslow's hierarchy of needs, taking a sabbatical leave to further personal growth is an example of the self-actualization need.
true
According to the acquired needs theory, those who tend to seek social approval and satisfying personal relationships may have a high need for affiliation.
true
Age stereotypes suggest that older workers are less healthy, less motivated, and more resistant to change, but a recent study found all of these things to be inaccurate.
true
Assuming they have choices, people will make the choice that promises them the greatest reward if they think they can get it.
true
Autonomy describes the extent to which a job allows an employee to make choices about scheduling different tasks and deciding how to perform them.
true
Because internals seem to have a greater belief that their actions have a direct effect on the consequences of that action, they likely would prefer and respond more productively to incentives such as merit pay or sales commissions.
true
Benefits account for about one-third of compensation costs.
true
Conflict is a perfectly normal state of affairs.
true
Devil's advocacy and the dialectic method are forms of programmed conflict designed to elicit different opinions without inciting people's personal feelings.
true
Female leaders tend to use transformational..
true
Gestures such as constructive statements about the department, expression of personal interest in the work of others, suggestions for improvement, training of new people, the caring for organizational property, and punctuality and attendance well beyond standard or enforceable levels are examples of organizational citizenship behaviors.
true
Hannah, the youngest owner of a family-owned grocery, wants to make sure her company's culture is embedded in their organization. In a recent tradeshow workshop, she learned that she can do this by having company rites and rituals, continuing to tell stories about company legends, and being a role model to her employees.
true
If you start a new job and find the job description and criteria for promotion to be vague, role ambiguity has occurred.
true
In general, job satisfaction today is higher than it was in the aftermath of the Great Recession of 2007-2009.
true
In sexual harassment, the harasser may be a(n) outsider, coworker, supervisor, or someone of the same sex.
true
Low self-efficacy is associated with learned helplessness, the debilitating lack of faith in one's ability to control one's environment.
true
Mutual-benefit organizations are voluntary collectives whose purpose is to advance members' interests, while nonprofit organizations are formed to offer services to some clients, not to make a profit.
true
Onboarding programs help employees to integrate and transition to new jobs by making them familiar with corporate policies, procedures, cultures, and politics by clarifying work-role expectations and responsibilities.
true
Personality conflict is defined as interpersonal opposition based on personal dislike or disagreement.
true
Steve Jobs is an example of a transformational...
true
Studies have shown that about 70 percent of workplace learning is informal.
true
Team composition reflects the collection of jobs, personalities, values, knowledge, experience, and skills of team members.
true
The best leaders display both transactional and transformational leadership styles.
true
The goal-setting theory suggests that employees can be motivated by goals that are specific and challenging, but achievable.
true
There are two different approaches to job design. The traditional approach to job design is to fit people to the jobs; the modern way is to fit the jobs to the people.
true
Today, teamwork is considered the cornerstone of progressive management.
true
True or False: Although groups don't make as high-quality decisions as the best individual acting alone, groups make better decisions than most individuals acting alone.
true
True or false: A top-level manager who has committed sexual harassment should be disciplined the same way as a low-level employee.
true
True or false: Employee assistance programs are aimed at helping employees cope with a variety of problems that negatively influence job performance.
true
True or false: High-level jobs are often less stressful than low-level jobs because people with low-level jobs have less control over their lives.
true
True or false: Organizations are increasingly relying on artificial intelligence to help make hiring decisions.
true
True or false: People can improve many aspects of their emotional intelligence.
true
True or false: Resilience is a capacity that can be learned and developed over time.
true
When Pietro, a new restaurant owner, is determining which products to offer on his menu, he is involved in the management function of planning. (T/F)
true
When managers and employees within the same department are brought together in cross-functional teams to solve particular problems, their company is using a team-based design.
true
Using 360-degree feedback appraisals to trigger pay and personnel decisions puts ______ at risk. development trust change performance training
trust
Human resource managers use the term ________ to describe a situation in which an employee leaves and is replaced through internal or external hiring.
turnover
When an employee abandons, resigns, retires, or is terminated from a job, we say that _______ has occurred.
turnover
_______ occurs when an employee abandons, resigns, retires, or is terminated from a job, and the employer seeks to replace him or her.
turnover
Under a(n) _____ contract, new union employees are paid less or receive fewer benefits than union employees with longer service or tenure.
two-tier wage
All of the following are reasons why performance falls significantly short of the standard except _____. unrealistic standards changing conditions insufficient resources unawareness of performance drop insufficient management attention
unawareness of performance drop
implicit bias
unconscious attitudes or beliefs that affect a person's understanding actions, and decisions
To explain how to initiate, manage, and stabilize planned change, Kurt Lewin developed a model with three stages. They were _______. eliminate barriers, gain allies, and execute change devise solutions, establish urgency, and produce change freeze, thaw, and refreeze refreeze, freeze, and unfreeze unfreeze, change, and refreeze
unfreeze, change, and refreeze
In the ______ stage of Kurt Lewin's change model, managers try to instill in employees the motivation to change, encouraging them to let go of behaviors that are resistant to innovation. refreezing freezing unfreezing modeling diagnosing
unfreezing
Which stage of Lewin's stage model deals with managers try to instill in employees the motivation to change, encouraging them to let go of attitudes and behaviors that are resistant to innovation.
unfreezing
simple model of motivation
unfulfilled need ≫ motivation ≫ behavior ≫ reward ≫ feedback
The two core principles of TQM are _____. development of strong organizational culture, and continuous improvement of work processes uniform focus on delivering customer value, and continuous improvement of work processes uniform focus on delivering customer value, and improvement of management-employee relationships improvement of customer relationships, and development of strong corporate culture improvement of employee morale, and enhancement of shareholder satisfaction
uniform focus on delivering customer value, and continuous improvement of work processes
A labor ________ is an organization of employees formed to protect and advance members' interests by bargaining with management over job-related issues.
union
The _____ clause in a collective bargaining agreement sets forth that employees who receive union benefits must join the union or pay union dues.
union security
The National Labor Relations Board enforces procedures involving employee:
unionization collective bargaining
focused-differentiation strategy
unique and superior value products to target NARROW market
differentiation strategy
unique and superior value products to target WIDE market, higher price points with customers willing to pay more
When thinking about interpersonal space, which country has the smallest social distance in feet?
united states
grapevine
unofficial communication system that is faster than formal channels and is accurate 75% of the time; may be distorted, but quickly disseminate when feel threatened or faced with change
What term describes retired workers' choice to return to the workforce?
unretirement
In a(n) ________ interview, there is neither a fixed set of questions nor a systematic scoring procedure.
unstructured
When the two newly hired analysts compared notes, they found that their interviews had been quite different. Each was long and involved, but the content of the questions varied based on previous employment and education. They confirmed that the company that hired them used ______ interviews.
unstructured
When the two newly hired analysts compared notes, they found that their interviews had been quite different. Each was long and involved, but the content of the questions varied based on previous employment and education. They confirmed that this company used a(n) ______ interview. structured unstructured standardized behavioral-description situational
unstructured
While it provides a more accurate assessment of an applicant's job-related personality characteristics, the ______ has been criticized as being overly subjective and more prone to interviewer bias. In addition, its format can cause legal trouble because some questions may be unrelated to the job.
unstructured interview
Francois pays a lot of attention to the environment outside his company, staying alert for long-run opportunities and problems and devising strategies for dealing with them. Francois is a(n)
upper-level manager
positive reinforcement ex: praise, raise, promotion
use of positive consequences to encourage desirable behavior
analytical
uses facts, careful consideration, innovation, takes longer to make decisions, responds well to new (Warren Buffet) - high tolerance for ambiguity - task + technical
directive
uses facts, efficient, practical, systematic, action-oriented, quick/decisive, clear-cut, short-run focused, existing rules (Ken Kutaragi) - low tolerance for ambiguity - task + technical
rational persuasion
uses logic, reason, or facts to persuade
execution
using questioning, analysis, and follow-through to mesh strategy with reality align people with goals, and achieve promised results
crowdsourcing
using the internet to enlist external help for solving a problem; innovative use of social media
Cherries on Top, a national ice cream shop, is struggling financially to keep up with the bigger chains. The top executives have decided to close all the stores in the Northeast and Texas, as that will give them an additional one million dollars to put into marketing. This executive is practicing the
utilitarian approach
According to expectancy theory, your ______ is low if you don't think a bonus or raise is going to be big enough to justify working evenings and weekends.
valence
According to expectancy theory, your ______ is low if you don't think a bonus or raise is going to be big enough to justify working evenings and weekends. expectancy valence instrumentality reinforcement esteem
valence
The HR manager told Jim that the company pays the total health insurance costs for a family of four. As a single man, this benefit did not seem especially important to him right now. Here, Jim is low on the ______ element of the expectancy theory. significance valence expectancy outcomes instrumentality
valence
Employers must consider an employment test's ______, whether or not it measures what it purports to measure and is free of bias. reliability legitimacy validity consistency central tendency
validity
Employers must consider an employment test's ______—that is, whether or not it measures what it purports to measure and is free of bias.
validity
If employers use a test to try to predict future job performance, it is vital that the test has ______ to ensure that it actually measures performance related to the job and is free from bias.
validity
valence
value or importance that a worked assigns to a possible outcome or reward
Abstract ideals that guide a person's thinking and behavior in all situations are called ______.
values
Compensation, recognition, and status are common ______ in the workplace. norms attitudes structures values perceptions
values
The chain of command is also known as the
vertical hierarchy
Using video and audio links along with computers to allow people at different locations to see, hear, and talk with each other is called _____. audioconferencing collaborative computing videoconferencing telecollaborating telecommuting
videoconferencing
Given the following organizational questions: Is it appropriate for the organization and for the times? Does it set standards of excellence and reflect high ideals? Is it ambitious? A good _______ will answer these questions.
vision statement
Is it appropriate for the organization and for the times? Does it set standards of excellence and reflect high ideals? Is it ambitious? These are all questions that are answered in a good _____. belief agreement management belief statement vision statement mission statement code of ethics
vision statement
Which of the following is most important for the team leader to encourage during the storming stage of group and team development?
voicing of disagreements
Which of the following is most important for the team leader to encourage during the storming stage of group and team development? empowerment among members voicing of disagreements completing the task socializing among members celebration of accomplishments
voicing of disagreements
Who are typical members of continuous improvement teams? managers and agents representing competitors contractors and vendors volunteers or workers and supervisors customers and suppliers managers and outside suppliers
volunteers or workers and supervisors
The human resource manager at Helping Hands Inc. has just calculated that the employee absenteeism rate for 2015 is 15% higher than it was in 2014, and the turnover rate has increased 18% in the same time period. She should consider all but which one of the following options? identify causes of job dissatisfaction address job design deal with possible work overload identify possible employee role conflicts wait until 2016 and see what the rate is then
wait until 2016 and see what the rate is then
The classical management viewpoint emphasized
ways to manage work more efficiently
Erin, a department manager, is struggling trying to lead a cross-functional team. Most members are other department managers at her level, and they see no reason to do what she asks. Here, Erin has _____. weak position power high task structure weak referent power poor leader-member relations low tolerance for ambiguity
weak position power
Don knows that one of the reasons people do not return to his electronics store is because of the slow service. This is an example of the organization's _____. intelligence opportunities strengths weaknesses threats
weaknesses
social media
web-based and mobile technologies generate interactive dialogue among members of a virtual community or network
An organization's vision statement needs to describe
what the company wants to become and its long-term direction and strategic intent.
An organization's vision is its long-term goal describing _____. its competition and external environment the ethical and diversity standards of the organization the organization's purpose or reason for being the organization's purpose or reason for being and its strategic intent what the company wants to become, its long-term direction and strategic intent
what the company wants to become, its long-term direction and strategic intent
organizational citizenship behaviors
when employees go beyond job tasks to do things that help create a nurturing and pleasant office environment; driven by work-related attitudes
In most work environments in the United States, which group is likeliest to fear discrimination against majority group members?
white men
Which of the following is not a way to encourage innovation? supporting innovation with investments of time and money withholding raises and promotions when innovation attempts don't work out reinforcing experimentation implementing effective reward systems creating a culture that celebrates failure
withholding raises and promotions when innovation attempts don't work out
When the demands or pressures from work and family domains are mutually incompatible, a person is experiencing ______-life conflict.
work
Division of labor is also known as ____. an organizational graph a horizontal hierarchy work specialization chain of command a task chart
work specialization
Surveys show that employees are more interested in ______ rather than just earning a paycheck. status advancement opportunity recognition work-life balance benefits
work-life balance
not working
work-related behavior demonstrated in absenteeism and turnover
working
work-related behavior exemplified in performance and productivity
detrimental behavior
work-related behavior reflected in counterproductive work behaviors
exceeding work roles
work-related behavior represented in organizational citizenship behavior
Which of these is a non-union labor organization that is protected under the National Labor Relations Act?
workers committee
Leo is starting a company that leases shared workspaces, and he has approached SCORE, an SBA organization that assists small-business owners in setting up their companies. The SCORE counselors would probably advise Leo, as a new business owner, to
write a business plan
Which of the following is not a way in which nonverbal communication is expressed? grimacing looking away while talking to someone writing a thank-you note touching someone's shoulder making someone wait an hour in the lobby
writing a thank-you note
According to productivity expert Odette Pollar, "To do more in a day, ____." you must do more—not do everything slower hire more employees do not delegate, but be more focused you must do more—not do everything faster you must do less—not do everything faster
you must do less—not do everything faster
