MGT 301 Final Exam

Which statement accurately represents equity theory?

1. Inequity causes dissatisfaction and leads to an attempt to restore balance. 2. People who feel inequitably treated and dissatisfied are motivated to do something to restore equity.

A characteristic of transactional leadership is?

1. being dispassionate 2. Transactional leadership is dispassionate; it does not excite, transform, empower, or inspire people to focus on the interests of the group or organization.

In exhibiting __________ behaviors, leaders take action to ensure the satisfaction of group members, develop and maintain harmonious work relationships, and preserve the group's social stability?

1. group maintenance 2. In exhibiting group maintenance behaviors, leaders take action to ensure the satisfaction of group members, develop and maintain harmonious work relationships, and preserve the group's social stability.

Two team leads discussing with each other about how to improve their team members' productivity is an example of __________ communication?

1. horizontal 2. Much information needs to be shared among people on the same hierarchical level. Such horizontal communication can take place among people in the same work team or in different departments.

"I would follow Kate off of a cliff! She is an outstanding leader," exclaimed Kyle. "She is dominant, self-confident, convinced of the moral righteousness of her beliefs and able to arouse a sense of excitement and adventure in all of us who report to her." By Kyle's description, Kate is a(n) __________ leader?

1. charismatic 2. A charismatic leader is dominant, self-confident, convinced of the moral righteousness of his or her beliefs, and able to arouse a sense of excitement and adventure in followers.

A new director of marketing was hired to manage a food service company. He had previously been in the auto parts industry, so he had a lot of questions, like: Who are our current competitors? How dependent are we on our suppliers? Who are our biggest customers and are we too dependent on them? These questions helped the director develop?

1. competitive intelligence 2. Competitive intelligence is the information necessary to decide how to best manage in the competitive environment that has been identified.

A strategic control system allows a business to?

1. evaluate progress relative to strategy and take corrective action when discrepancies exist. 2. A strategic control system supports managers in evaluating progress with strategy and, when discrepancies exist, taking corrective action.

Transformational leaders have the ability to?

1. get followers to put aside their own concerns 2. Transformational leaders get people to transcend their personal interests for the sake of the larger community.

In the context of decision making, the role of a devil's advocate in constructive conflict is to?

1. provide criticism and point out problems 2. A devil's advocate is a person who has the job of criticizing ideas to ensure that their downsides are fully explored.

In the context of selection methods, __________ refers to the consistency of test scores over time and across alternative measurements?

1. reliability 2. Reliability refers to the consistency of test scores over time and across alternative measurements.

__________ usually refers to teaching lower-level employees how to perform their present jobs?

1. Training 2. Training usually refers to teaching lower-level employees how to perform their present jobs.

__________ starts with the assumption that organizations are collections of people performing many different but related activities to satisfy customer needs?

1. Activity-based costing 2. Activity-based costing (ABC) starts with the assumption that organizations are collections of people performing many different but related activities to satisfy customer needs.

__________ is a planning activity?

1. Anticipating the future 2. Planning activities include analyzing current situations, anticipating the future, determining objectives, deciding on what types of activities a company will engage, choosing corporate and business strategies, and determining the resources needed to achieve an organization's goals.

__________ involves teaching managers and professional employees broader skills needed for their present and future jobs?

1. Development 2. Development involves teaching managers and professional employees broader skills needed for their present and future jobs.

The Vice President of Sales for Luxury Motors announced that he would reward the top-selling salesperson with a trip to wine country. He found that his top salespeople were highly motivated by this program; however, his lower-performing salespeople became discouraged and demotivated. What best explains this discrepancy, according to expectancy theory?

1. Expectancies can vary among individuals, even in the same situation. 2. Expectancies can vary among individuals, even in the same situation. Expectancy is defined as the perceived likelihood that employees' efforts will enable them to attain their performance goals.

Rebecca is confident that she can meet her sales goal and finds the potential bonus amount for doing so to be very attractive. However, she will not earn a bonus, nor will anyone else, if the division does not meet its profitability goal this year. Based on the division's past performance, Rebecca lacks confidence that this year will be any different. Thus, she is not highly motivated to perform. According to expectancy theory, why is Rebecca not motivated?

1. Expectancy, instrumentality, and valence are not all high 2. For motivation to be high, expectancy, instrumentalities, and total valence of all outcomes must all be high.

The __________ prohibits U.S. employees from bribing foreign officials?

1. Foreign Corrupt Practices Act. of 1977 2. The Foreign Corrupt Practices Act of 1977 prohibits U.S. employees from bribing foreign officials. Small business gifts or payments to lower-level officials are permissible if the value does not influence the outcome of the negotiations.

What theory primarily highlights the distinction between intrinsic rewards and extrinsic rewards that affect people working on their jobs?

1. Herzberg's two-factor theory 2. Herzberg's theory highlights the important distinction between extrinsic rewards (from hygiene factors) and intrinsic rewards (from motivators). It also reminds managers not to count solely on extrinsic factors to motivate workers but to focus on intrinsic rewards as well.

"Have you heard the latest rumor? Our company is up for sale again," whispered Sheldon with alarm. "I guess it's time to start updating my résumé and taking time off for interviews with other firms, because layoffs are inevitable." Sheldon is experiencing which negative implication of the company grapevine?

1. It can lead to anxiety in employees and harm operations 2. The grapevine can be destructive when irrelevant or erroneous misinformation proliferates and harms operations. It is important for managers to prevent rumors from starting because rumors increase along with anxiety.

__________ control uses prices, competition, and exchange relationships to regulate activities as though they were economic transactions?

1. Market 2. Market control uses prices, competition, and exchange relationships to regulate activities as though they were economic transactions.

__________ refers to forces that energize, direct, and sustain a person's efforts?

1. Motivation 2. Motivation refers to forces that energize, direct, and sustain a person's efforts. All behavior, except involuntary reflexes like eye blinks (which have little to do with management), is motivated. A highly motivated person will work hard to achieve performance goals.

__________ refers to a set of perceptions of what employees owe their employers, and what their employers owe them?

1. Psychological contract 2. Psychological contract refers to a set of perceptions of what employees owe their employers, and what their employers owe them.

Jin told his management team, "We will conduct a __________ as part of our division's strategic management process. This will summarize the relevant, important facts from our external and internal analyses. Furthermore, this will identify the primary and secondary strategic issues that we face."?

1. SWOT analysis 2. SWOT analysis helps managers summarize the relevant, important facts from their external and internal analyses. Based on this summary, they can identify the primary and secondary strategic issues their organization faces.

__________ are interpersonal and communication skills?

1. Soft skills 2. Interpersonal and communication skills influence a manager's ability to work well with people. These skills are often called people skills or soft skills. Managers spend the great majority of their time interacting with people, and they must develop their abilities to build trust, relate to, and communicate effectively with those around them.

__________ leadership is behavior that provides guidance, support, and corrective feedback for day-to-day activities?

1. Supervisory 2. Supervisory leadership is behavior that provides guidance, support, and corrective feedback for day-to-day activities.

Why are organizations referred to as open systems?

1. They are affected by and in turn affect their external environments. 2. Organizations are open systems—that is, they are affected by and in turn affect their external environments.

Leandra, the vice president of sales, knows that an effective strategy answers broad questions about how the organization will meet its major year-end sales targets. Leandra tells her staff she has little concern for which broad issue?

1. Which control system should we deploy? 2. An effective strategy provides a basis for answering five broad questions about how the organization will meet its objectives: (1) Where will we be active? (2) How will we get there? (3) How will we win in the marketplace? (4) How fast will we move? and (5) How will we obtain financial returns (low costs or premium prices)?

An advantage of managing a diverse workforce is?

1. a better understanding of diverse markets 2. Managing a diverse workforce presents many advantages: ability to attract and retain motivated employees, better understanding of diverse markets, ability to leverage creativity and innovation in problem solving, and enhancement of organizational flexibility.

Which organizational culture emphasizes growth, change, and innovation?

1. adhocracy 2. An adhocracy is externally oriented and flexible. This culture type emphasizes growth, change, and innovation.

One of the needs postulated by McClelland is the need for __________, which is a strong desire to be liked by other people?

1. affiliation 2. David McClelland identified basic needs that motivate people. The most relevant needs for managers, according to McClelland, are the needs for achievement, affiliation, and power. The need for affiliation reflects a strong desire to be liked by other people.

In the context of labor relations, __________ refers to the use of a neutral third party, typically jointly selected, to resolve a dispute?

1. arbitration 2. After an agreement is signed, the parties may disagree over the interpretation of the agreement. Usually they settle their disputes through arbitration: the use of a neutral third party, typically jointly selected, to resolve the dispute.

"Ten years ago, our organization did not recognize, much less address, the cultural aspects of integration. However, we corrected that failure and, today, we are truly a multicultural organization that values diversity. In fact, we __________," said Lee Michaels, manager of human resources?

1. are marked by an absence of prejudice and discrimination 2. In multicultural organizations, diversity not only exists but is valued. The multicultural organization is marked by an absence of prejudice and discrimination and by low levels of intergroup conflict.

A(n) __________ involves Social Security verification, a criminal records check, and past employment and education verification?

1. background check 2. Types of background checks include Social Security verification, past employment and education verification, and a criminal records check.

When employees believe that their differences are not merely tolerated but valued, they are likely to?

1. become more committed 2. When employees believe their differences are not merely tolerated but valued, they may become more loyal, productive, and committed.

The __________ budget is used for the cost of fixed assets like plants and equipment?

1. capital 2. The capital budget is used for the cost of fixed assets like plants and equipment.

What process provides managers with feedback so they can take steps to correct any problem?

1. control 2. Control provides managers with feedback so they can take steps to correct any problem.

Managers who oversee employee behavior and performance based strictly on the expectations stipulated by the companies they work for display which stage of cognitive moral development, according to Kohlberg's model?

1. conventional 2. Kohlberg's model of cognitive moral development classifies people into categories based on their level of moral judgment. People in the conventional stage conform to the expectations of ethical behavior held by groups or institutions such as society, family, or peers.

A competitive advantage typically results from a low-cost business strategy or a(n) __________ business strategy?

1. differentiation 2. A competitive advantage typically results from business strategies based on either keeping costs low (low-cost strategy) or offering products that are unique and highly valued (differentiation strategy).

A characteristic of frontline managers is that they are?

1. directly involved with nonmanagement employees, implementing the specific plans developed with middle managers. 2. Frontline managers are directly involved with nonmanagement employees, implementing the specific plans developed with middle managers. This role is critical in an organization because these operational managers are the link between management and nonmanagement personnel.

Marla, the marketing manager of Macro Corp, sent an e-mail to her supervisor about her team's difficulties in meeting their monthly targets. In this instance, Marla is serving in the __________ managerial role?

1. disseminator 2. A disseminator shares information between different people such as employees and managers; sometimes interpreting and integrating diverse perspectives. In this case, Marla, the marketing manager of Macro Corp., sent an e-mail to her supervisor about her team's difficulties in meeting their monthly targets.

"We must improve our __________ communication," said Felicity, the department manager. "By the time the CEO's message gets to my workers, the message has been terribly garbled."?

1. downward 2. Downward communication refers to the flow of information from higher to lower levels in the organization's hierarchy.

Technology companies must stay on top of consumer demands for the latest features in their products. This introduces environmental uncertainty due to?

1. dynamism 2. Dynamism is the degree of discontinuous change that occurs within the industry. High-growth industries (e.g., smartphones) with products and technologies that change rapidly are more uncertain than stable industries where change is less dramatic and more predictable (e.g., utilities).

When a business produces a good that society wants, such as automotive tires, at a price that still allows the business to maintain a profit, it displays its?

1. economic responsibility 2. A company must adhere to several levels of social responsibility. Its economic responsibility is to produce goods and services that society wants at a price that perpetuates the business and satisfies its obligations to investors.

Even though the department she manages is sometimes over budget and takes longer to reach its goals than other departments, when Eileen does grow her branch as the president wants, she is described as?

1. effective 2. To be effective is to achieve organizational goals. To be efficient is to achieve goals with minimal waste of resources, that is, to make the best possible use of money, time, materials, and people. Good managers are able to be both, but here, Eileen is only effective.

Sebu's mentor advised him, "You not only must meet your goals, you must also manage your costs and keep them down by being more __________. That means using your resources wisely."?

1. efficient 2. Managing your costs and keeping them down require being efficient: accomplishing goals by using resources wisely and minimizing waste.

An advantage of using word-of-mouth recommendations to fill job positions is that?

1. employees tend to know who will be a good fit. 2. Word-of-mouth recommendations are the way most job positions get filled. Not only is this method relatively inexpensive, but employees also tend to know who will be a good fit with the company.

A company which expects its managers to first consider standards of right and wrong for all stakeholders when making business decisions is most concerned with its?

1. ethical climate 2. The ethical climate of an organization refers to the processes by which decisions are evaluated and made on the basis of right and wrong.

Marta, a department head, has several years of experience in engineering technologies and holds many professional licenses. New engineers throughout the firm frequently look to her for instruction or advice. Marta can be considered to have __________ power?

1. expert 2. A leader who has expert power has certain expertise or knowledge; people comply because they believe in, can learn from, or can otherwise gain from that expertise. In this case, Marta has expert power as she has several years of engineering experience and holds many professional licenses.

Of the following, the richest form of communication is a(n)?

1. face-to-face conversation 2. The amount of information a medium conveys is called media richness. The richest media are more personal than technological, provide quick feedback, allow lots of descriptive language, and send different types of cues. Face-to-face communication is the richest medium.

Which factor makes an environment attractive for new entrants?

1. favorable government policy 2. high barriers to entry, small customer base, low industry growth, high capital requirements all make it more difficult for new companies to enter markets.

Withholding or distorting an important message is a type of __________, which demonstrates the need for more effective managerial communication practices?

1. filtering 2. Filtering is the process of withholding, ignoring, or distorting information. Senders do this when they tell the boss what they think the boss wants to hear or give unwarranted compliments rather than honest criticism. Receivers also filter information; they may fail to recognize an important message or attend to some aspects of the message but not others. The human tendencies to filter and perceive subjectively underlie much of the ineffective communication and the need for more effective communication practices.

In __________, employees receive credits, which they "spend" by selecting medical and dental insurance, dependent care, life insurance, and so on?

1. flexible benefit programs 2. Because of the wide variety of benefit options and the considerable differences in employee preferences and needs, companies often use cafeteria or flexible benefit programs. Employees receive credits, which they "spend" by selecting customized benefit packages, including medical and dental insurance, dependent care, life insurance, and so on.

What strategy most helps managers make decisions that are both timely and high quality?

1. focusing on real-time information and data 2. A study of decision-making processes in technology firms showed some important differences between fast-acting and slower firms. One tactic: instead of relying on old data, long-range planning, and futuristic forecasts, they focus on real-time information:

Natalie's company is in a high growth industry, so her CEO asked her to research trends in the industry to predict what will happen in the next 5 years. She warned him that this information may not be accurate due to rapid changes in the market. This is called?

1. forecasting 2. Forecasting attempts to predict more precisely the changes in and the future values of important variables. Ultimately, forecasts may or may not be accurate, or they may not be accurate enough to help managers make good decisions.

"Welcome to diversity training. Our goals are to develop the skills needed to work with a diversified workforce and to __________," said the corporate trainer?

1. identify and reduce hidden biases 2. Diversity training programs attempt to identify and reduce hidden biases and develop the skills needed to work with a diversified workforce.

A subjective bias in decision making that one can influence events even when one has no control over what will happen is known as?

1. illusion of control 2. Illusion of control is a belief that you can influence events even when you have no control over what will happen. Such overconfidence can lead to failure because you ignore risks and fail to evaluate the odds of success objectively.

By clarifying what is needed to perform well, job analysis benefits an organization by?

1. increasing the value added by employees. 2. Job analysis helps increase the value added by employees to the organization because it clarifies what is required to perform well.

"Are you sure you want to fill those positions with new hires and not internal recruiting?" asked the division manager. The frontline manager replied, "In this case, I want to do external recruiting. My team is stagnant, and outside hires will?

1. inspire innovation." 2. External recruiting brings in "new blood" and can inspire innovation.

Gerard's company buys appliances from manufacturers and sells them to retailers. What type of consumer is Gerard's company?

1. intermediate 2. A final consumer is a customer who purchases products in their finished form. An intermediate consumer is a customer who purchases raw materials or wholesale products before selling them to final customers.

What is the basis of clan control?

1. interpersonal processes of organizational culture, leadership, and groups and teams 2. Clan control is based on the idea that employees may share the values, expectations, and goals of the organization and act in accordance with them. Additionally, clan control is based on interpersonal processes of organizational culture, leadership, and groups and teams.

Motivation for employees can come from __________, such as an interesting project, a completed sale, or the discovery of a perfect solution?

1. intrinsic rewards 2. An intrinsic reward is a reward a worker derives directly from performing the job itself. An interesting project, an intriguing subject that is fun to study, a completed sale, and the discovery of the perfect solution to a difficult problem all can give people the feeling that they have done something well. This is the essence of the motivation that comes from intrinsic rewards.

An ethics code is likely to be ineffective when it?

1. is long and complex, addressing all levels of behavior. 2. In order to be effective, an ethics code should be short and simple, so it is easy to understand and remember.

Stimulating people to be high performers by motivating them and communicating with them is the role of which function of management?

1. leading 2. Leading is stimulating people to be high performers. It includes motivating and communicating with employees, individually and in groups.

"After we got fantastic media coverage for designing the downtown stadium, developers from around the country have been calling for our services," said Melissa Murphy, VP of Marketing for Sports Architects. "Well, then we can afford to be choosy," said Rashid Patel, CEO. "Let's only consider projects that reflect our creative urges and our mission statement, and that are well-funded." Sports Architects is in an attractive environment due to?

1. low customer bargaining power 2. An attractive environment for firms is formed by many customers with low bargaining power, in this case because of the popularity of this company's designs.

Widespread job dissatisfaction within an organization is likely to result in?

1. lower productivity and higher absenteeism. 2. Job dissatisfaction, aggregated across many individuals, creates a workforce that is more likely to exhibit the following characteristics: higher turnover and absenteeism; less good citizenship (going the "extra mile" and helping others at work) among employees; more grievances and lawsuits; strikes; stealing, sabotage, and vandalism; poorer mental and physical health (which can mean higher job stress, higher insurance costs, and more lawsuits); more injuries; poor customer service; and lower productivity and profits.

An effective way to manage the grapevine within organizations is to?

1. make public comments to neutralize rumors 2. The manager should neutralize rumors once they have started. Disregard the rumor if it is ridiculous; openly confirm any parts that are true; make public comments (no comment is seen as a confirmation of the rumor); deny the rumor, if the denial is based in truth (don't make false denials).

"As a Fortune 500 firm and a well-established top-tier manufacturer, we operate in a challenging global environment. As a result, our culture is very externally oriented and focused on control. Our primary objectives are productivity, planning, and efficiency," said Lana Hopper, Chief Operating Officer. This is an example of a(n)?

1. market culture 2. Market culture is evident in companies that are externally oriented and focused on control. This type of culture's primary objectives are productivity, planning, and efficiency.

Within an organization, high-level individuals who help others access the informal management network and learn about organizational norms and values are called?

1. mentors 2. Mentors are higher-level managers who coach, advise, and help people meet top managers and learn the norms and values of the organization.

Which leadership style is associated with a clan culture?

1. mentors and facilitators 2. In a clan culture, leaders tend to act as mentors and facilitators.

Ethics are the __________ that guide the behavior of an individual or group?

1. moral principles 2. Ethics are the moral principles and standards that guide the behavior of an individual or group.

In computer-controlled production technology, the strategy of __________ control is more efficient because deviations are controlled closer to their source?

1. operator 2. In operator control, multiskilled operators can rectify their own problems as they occur. This strategy is more efficient because deviations are controlled closer to their source.

"Our organization needs a decision that results in the best possible outcome, and a decision that will be implemented fully throughout the company" thought the CEO. "I'm going to involve my staff in making this decision because?

1. participation in problem solving increases commitment to decisions." 2. Group discussion typically leads to a higher level of commitment to the decision. Buying into the proposed solution translates into high motivation to ensure that it is executed well.

After attending a meeting about changes to the company benefits program, Valerie was upset that employees will receive fewer benefits, while Raj was pleased that employee costs will decline. Both are surprised to hear that not everyone in the company shares their feelings about the changes announced. This demonstrates the process of?

1. perception 2. Perception is the process of receiving and interpreting information. Such processes are not perfectly objective. They are subjective because people's self-interested motives and attitudes toward the sender and the message bias their interpretations. People assume that others share their views and, naturally, care more about their own views than those of others.

According to Maslow's hierarchy of needs, __________ needs are what people would seek to satisfy first?

1. physiological 2. According to Maslow, people are motivated to satisfy the lower needs before they try to satisfy the higher needs. Physiological need is at the bottom of Maslow's need hierarchy.

An organization with a more diverse employee population that works to officially involve employees from differing racial or cultural backgrounds, but often finds minority members clustered at certain levels or functions, is considered?

1. pluralistic 2. A pluralistic organization accepts minority group members into informal networks and discriminates much less, if at all. But minority group members still tend to be clustered at certain levels or in particular functions.

Cross-cultural research identifies differences and similarities among various countries. Managers should be aware that people from collectivistic cultures tend to?

1. prefer acting as part of a group 2. Individualistic/collectivistic cultures describe the extent to which people act on their own or as a part of a group. Collectivism refers to the preference to act as part of a group.

Antonia told her staff, "Many of you are disappointed with my decisions regarding who was promoted and who was not. To make my decisions, I used the promotion evaluation process developed by our task force on career development—a task force that included several of you. I believe using that process for decision making was as fair as possible." Antonia is using __________ to make decisions in a fair manner and to help her staff know that the process was as fair as possible?

1. procedural justice 2. Procedural justice is using a fair process in decision making and helping others know that the process was as fair as possible.

In the workplace, empowerment is best defined as the?

1. process of sharing power with employees that enhances their confidence in their ability to perform their jobs. 2. Empowerment is the process of sharing power with employees, thereby enhancing their confidence in their ability to perform their jobs and their belief that they are influential contributors to the organization.

"My department has more projects than we can work on," thought Brett Collins, department manager. "But I'm going to hoard it, even though other departments are short of project work, and even though our corporate performance is below plan. That way, I won't have to lay off any staff like the other department managers are doing." Brett is exhibiting __________ in limiting his measures to his departmental responsibilities rather than the organization's overall objectives?

1. provincialism 2. Provincialism refers to limiting measures to functional or departmental responsibilities rather than the organization's overall objectives.

"Miles enjoyed attending the managers' meetings, but the rest of us didn't because Miles droned on and on," said the division manager. "After I'd had enough of that behavior, I banned Miles from attending the meetings. Later, when I let him attend again, he resumed his droning, but I ignored him completely and went on with the meeting. From that moment on, his unacceptable behavior stopped." The division manager used __________ and __________ to stop Miles' undesirable behavior?

1. punishment; extinction 2. Two consequences, punishment and extinction, are negative outcomes for the person receiving them. Motivation to repeat the behavior that led to the undesirable results will be reduced.

Inputs to production that accumulate over time, such as real estate, production facilities, technological knowledge, and patents, are known as?

1. resources 2. Resources are inputs to production (recall systems theory) that can be accumulated over time to enhance the performance of a firm. Resources may include tangible assets such as real estate, production facilities, and raw materials, and intangible assets such as company reputation, culture, technical knowledge, and patents, as well as accumulated learning and experience.

At the end of each month, Joanna buys lunch for subordinates who have a perfect attendance and punctuality record. In just three months, overall punctuality and attendance have improved by 20 percent. This illustrates Joanna's __________ power?

1. reward 2. The leader who has reward power influences others by controlling valued rewards; people comply with the leader's wishes so as to receive those rewards.

In the context of a decision-making process, __________ is choosing the first option that is minimally acceptable or adequate?

1. satisficing 2. Satisficing is choosing the first option that is minimally acceptable or adequate; the choice appears to meet a targeted goal or criterion.

The first step in a formal control system is?

1. setting performance standards 2. Bureaucratic (or formal) control systems measure progress toward performance goals and apply corrective measures as needed to ensure that performance achieves managers' objectives. The first step in a typical control system is setting performance standards.

Carlotta is new to the police force. She notices that Officer Bradley, who oversees her unit, usually lets the other officers decide how to handle routine conflicts they encounter. But during a recent protest event, Officer Bradley gathered the unit and laid out strict protocols regarding conflict de-escalation, communication, and patrolling. This approach to leadership demonstrates the?

1. situational approach 2. In the situational approach to leadership, universally important traits and behaviors don?t exist. Rather, effective leader behaviors vary from situation to situation. The leader should first analyze the situation and then decide what to do.

In diversity training, skill building differs from awareness building in that?

1. skill building aims to develop the behaviors needed to work best with one another and with customers in a diverse environment. 2. Skill building aims to develop the behaviors needed to work best with one another and with customers in a diverse environment. Most of the skills taught are interpersonal, such as active listening, coaching, and giving feedback.

Lower-level managers who possess __________ skills are effectively able to complete specialized daily activities and earn more credibility from their subordinates than comparable managers without them?

1. technical 2. A technical skill is the ability to perform a specialized task that involves a particular method or process. Lower-level managers who possess technical skills earn more credibility from their subordinates than comparable managers without technical know-how.

"Unlike last year's unrealistic budget, this year's budget will maximize potential benefits and minimize dysfunctional behaviors," thought the division manager. "The major reason for this is that?

1. the budget is based on valid performance standards." 2. Effective control systems maximize potential benefits and minimize dysfunctional behaviors. To achieve this, management needs to design control systems that meet several criteria: the systems are based on valid performance standards; they communicate adequate information to employees; they are acceptable to employees; they use multiple approaches; and they recognize the relationship between empowerment and control. The control system should address several targets (not be focused only on financial performance), such as financial, customer satisfaction, business processes, and learning and growth. The control system should emphasize positive behavior rather than focusing solely on controlling negative behavior. Employees should be willing and able to report deviations from the standard, and they must receive feedback.

"Bad news," thought Annette. "At our mid-year financial review meeting, I will be the only division president with year-to-date results that are disappointing. That means that the CEO and CFO will be concentrating their attention on me." If Annette is correct in her thinking, the CEO and CFO will use __________ to enhance control by concentrating on significant deviations from the expected results?

1. the principle of exception 2. The managerial principle of exception states that control is enhanced by concentrating on the exceptions to, or significant deviations from, expected results or standards.

A disadvantage of oral communication is that?

1. there is no permanent record of a message 2. Oral communication has disadvantages: It can lead to spontaneous, ill-considered statements (and regret), and there is no permanent record of it (unless an effort is made to record it).

Effective followers are capable of __________, yet at the same time are actively committed to organizational goals?

1. thinking independently 2. The most effective followers can think independently while remaining actively committed to organizational goals.

According to the guidelines of goal-setting theory, the goal most likely to stimulate organizational performance is?

1. to increase profit levels by 20 percent over the previous year's levels. 2. Well-crafted goals are meaningful, acceptable to employees, challenging but attainable, specific and quantifiable, among other characteristics. The specificity and most likely attainable goal would be to increase profit levels by 20 percent over the previous year's levels.

What is the purpose of applications and résumés?

1. to provide basic information to help prospective employers choose candidates 2. Applications and résumés provide basic information that helps prospective employers make a first cut through candidates. Applications and résumés provide useful starting points but tend not to be useful as the sole basis for final hiring decisions.

As a(n) __________ manager, Rudy focuses on the survival, growth, and overall effectiveness of the organization, and he interacts extensively with outside individuals and organizations?

1. top-level 2. Top-level managers are the organization's senior executives and are responsible for its overall management. Top-level managers, often referred to as strategic managers, focus on the survival, growth, and overall effectiveness of the organization. Top managers are concerned not only with the organization as a whole but also with the interaction between the organization and its external environment. This interaction often requires managers to work extensively with outside individuals and organizations.

Corporate social responsibility (CSR) is the obligation?

1. toward society assumed by business 2. Corporate social responsibility is the obligation toward society assumed by business.

When the words on the slide are too small to be read from the back of the room during a presentation, an error in the __________ stage of the communication process has occurred?

1. tranmission 2. Errors can occur in every stage of the communication process. In the transmission stage, a report may get lost on a cluttered desk, the words on the slide could be too small to read from the back of the room, or words may be spoken with ambiguous inflections.

Loss of "human moments," burnout caused by long hours of being close to technical tools of work, and lack of guidance for inexperienced employees are among the disadvantages of?

1. virtual offices 2. We may be in danger of losing too many "human moments"—those authentic encounters that happen only when two people are physically together. Some people hate working at home. Some send messages in the middle of the night—and others reply to them. Some work around the clock yet feel they are not doing enough. Long hours of being constantly close to the technical tools of work can cause burnout.

One of the skill sets of emotional intelligence is?

1. working effectively with others. 2. Emotional intelligence, or "EQ," includes the skill sets of understanding oneself (including strengths and limitations), managing oneself (dealing with emotions, making good decisions, seeking feedback, and exercising self-control), and working effectively with others (listening, showing empathy, motivating, and leading).

In the context of leadership, power is defined as the ability to __________ other people?

1. influence 2. Central to effective leadership is power? The ability to influence other people.

A characteristic of a monolithic organization is?

1. the homogeneity in the employee population. 2. A monolithic organization has very little cultural integration; its employee population is highly homogeneous.