AESHM 287 2nd Half Q's

If a manager of a hotel thinks guests want a faster check-in, but they really want friendlier employees, this is an example of gap [BLANK}.

1

How many gaps are there in the GAP model?

5

Compared to _____% in 1977, the labor force participation rate for men is now approximately ______% and is expected to decrease through 2024 to _____%.

59; 53; 52

According to the video, what accounts for the remaining 75% if only 25% of job successes are predicted by IQ?

75% of job successes are predicted by our optimism levels, social support, and our ability to accept stress as a challenge.

When leaders assume that employees will change if they can be inspired to aim for greater degrees of excellence in their work, it represents which of these?

Abundance-based change

How can we avoid the five customer service "killers"?

Choose our words carefully when talking with customers.

It has been observed that individuals with an external locus of control are much more responsive to participative styles of leadership than are those with an internal locus of control.

False

Reflective thinking, delay responding, and adapting are considered passive and destructive responses to conflict.

False

Research finds that starting of a new business is the safest approach for introducing new products and processes.

False

Responses such as perspective taking, creating solutions, expressing emotions, and reaching out are considered passive but constructive responses to conflict.

False

Self-efficacy is not one of the stronger determinants of performance in any particular task situation.

False

Structural intervention is best used when team members are willing to acknowledge the cultural differences and learn how to work with them.

False

Successful control systems must provide subjective information.

False

The Age Discrimination in Employment Act (ADEA) of 1967 protects individuals who are 30 years of age or older from employment discrimination based on age.

False

The Norming stage begins as team members begin vying for leadership and testing the group processes.

False

The decisional role of crisis handler involves managers making decisions about who gets what, how much, when, and why.

False

The final stage in the control process is to monitor actual organizational behavior and results.

False

Which of the following is known as the "polite stage"?

Forming

It is argued that the Industrial Revolution was responsible for which of the following organizational structures?

Functional

What was the finding found by Mr.Felps from Article 2?

Having just one slacker in a group can bring down performance by 30% to 40%.

Why was Shep Hyken "pleasantly" surprised once he walked into the Southwest office?

He received treatment that was beyond his own expectations.

The addition of newness to products and processes within the firm and within the environment refers to which of these?

Innovation

According to the article, how do rituals help improve performance at work?

It boosts people's confidence and leads to more effort.

Why should leaders put away the carrot or stick approach to motivation?

Leaders should make employees feeling great about their work.

Below are some of the suggestions given to leaders, EXCEPT:

Leaders should rely on traditional tricks to motivate employees.

All of the following are major implications of equity theory for employers EXCEPT:

Let employees play the key role in creating perceptions of equity

Which of the following model of change proposed the sequence of "Unfreeze, Move, Refreeze"?

Lewin's Change Model

According to the article, how can increasing your control help reduce stress to a more productive level?

People with more control over their activities tend to have less stress.

You highlight the positives for a change to an employee, such as a preferred parking spot and better work hours, while trying to convince them to change. According to the video, you are addressing which of the following?

Pot of gold

Cassandra is part of a team at ABC Products. She finds that finally, her team has started to build momentum and starts to get results. Cassandra's team can be described as entering which stage of group development?

Preforming

In a conflict situation, which of the following is a constructive and active response?

Reaching out

Which of these involves the seeking and developing of new technologies, products, and/or processes through creative efforts within the firm?

Research and development

Followship is the mirror image of leadership.

True

Motivation arises out of an interaction between a person and a particular situation.

True

Salancik and Pfeffer suggest that power and thus leadership flows to those individuals who have the ability to help an organization overcome its critical contingencies.

True

Supportive leadership is an important dimension of leader behavior for the path-goal model of leadership.

True

The EEOC was created by Title VII of the Civil Rights Act of 1964 with the primary goal of making it illegal to discriminate against someone in the workplace due to their race, national origin, sex, disability, religion, or pregnancy status.

True

The basic premise of equity theory is that people continuously monitor the degree to which their work environment is "fair."

True

The process of becoming a high-performance team is not a linear process.

True

When an organization decentralizes, it leads to a more participative structure and leads to improved communication in the organization.

True

When researchers began to ask the question, "what is it that leaders do," the behavioral approach to leadership was started.

True

All of the following are considered a negative aspect of goal setting EXCEPT:

goal specificity and performance

The _____ is emergent, meaning that it is formed through the common conversations and relationships that often naturally occur as people interact with one another in their day-to-day relationships.

informal organization

In ______ feedback, the receiver provides nonevaluative information to the communicator.

informational

According to the authors of the HBR article, ___________ are people who respect you and spread positive information about you which helps your positive inspiration.

leader surrogates

Within an organization, the primary lever to address the drive to _____ are performance management and resource-allocation processes, and the actions are to increase process transparency and fairness, and to build trust by being just in granting rewards, assignments, and other recognition.

defend

Michael is a senior in high school and wants to major in a business-related class when he goes to college. Michael plans to select a variety of courses from the School of Business curriculum yet not select a major. After selecting courses based upon availability and interest he earns a sufficient number of credits within this chosen area that enables him to graduate with a major in marketing. Michael has engaged in:

domain planning

Why do the authors of the HBR article recommend leaders spend time with employees in extracurricular activities?

Allows employees to get to know them better

Below are the common customer service mistakes according to the video, EXCEPT:

Always look at customer issues from their perspective.

According to Article 2, how can having bad apples ruin the performance of an entire organization?

Bad apples distract and drag down everyone with their destructive behaviors.

How could leaders make employees feel appreciated and valued at work?

By recognizing and acknowledging employees' contributions at work.

According to the article, how can companies "be proactive" to manage their costs in the right way?

Create a continuous cost-management mindset that connects costs to strategy.

_____ is a competency and a skill that enables individuals to function effectively in cross-cultural environments.

Cultural intelligence

Which of the following represents is one of the most difficult kinds of changes to create within an organizational system?

Culture change

What are the two functions of dopamine mentioned in the TED video?

Dopamine makes us happier and turns on all the learning centers in our brains.

Which legislation established the minimum wage, overtime pay, recordkeeping, and youth employment standards?

FLSA of 1938

According to the video, the Pot of Gold and Alligators will be the same for all your employees, but only the Mermaids and Crutches will vary.

False

Decoding is the process by which individuals initiating the communication translate their ideas into a systematic set of symbols (language), either written or spoken.

False

Below are some of the big mindset shifts that can help companies manage their costs in the right way, EXCEPT:

Make company costs-management plan a one-time activity.

According to the first article, below are the important aspects that managers should always keep in mind, EXCEPT...

Managers should make things easy for their team and compete for the "most popular manager".

ABC Products has a highly vertical organizational structure that is designed to generate a high degree of standardization and control. ABC Products can be described to have which of these structures?

Mechanistic

In which of these roles, managers are constantly scanning the environment for information, talking with liaison contacts and subordinates, and receiving unsolicited information, much of it because of their network of personal contacts?

Monitor

Below are the three takeaways from the Southwest article, EXCEPT:

Offering a meal service and numbered boarding pass system creates more loyal customers

Which of these is a disadvantage of external processes creation method?

Often leads to perception of winners and losers

Based on the first article, what should the new manager do?

She needs to make her expectations about high performance clear to everyone on the team.

Why did Simon share his own experience with United Airline as an example in the video?

Simon wanted people to understand how such an incident affected customers and the company.

______ suggests that people use categorization to simplify and cope with large amounts of information. These categories allow us to quickly and easily compartmentalize data, and people are often categorized by their visible characteristics, such as race, sex, and age.

Social cognitive theory

Which of these refers to losing strategic focus on the reasons for the joint venture?

Strategic drift

Which of the following is NOT a success factor for having strong collaboration skills?

Surface-level diversity

Which term represents an individual's visible characteristics, including, but not limited to, age, body size, visible disabilities, race, or sex?

Surface-level diversity

Which of the following concept in technology management describes the use of portfolio techniques in development and use of technology enhances the potential value of technologies being developed and the technologies that are currently part of a firm's portfolio?

Technology project portfolio

Why did Simon speak on behalf of the other passenger?

The way the gate agent treated the other passenger was unprofessional.

The characteristics of a good follower include all of these EXCEPT:

They know their limits and do not take the initiative to solve problems

Jay Patel is the HR manager at BNB Manufacturing. Jay wants to establish the pay-for-performance structure at BNB. In these efforts, Jay's boss tells him to include the design of a merit matrix that ties employee annual pay increases to performance as well as the design of a short-term bonus matrix and a long-term bonus pay-for-performance strategy. Jay should focus on which of the following step in the framework to address these issues?

Update compensation processes with new pay for-performance elements.

Which of these answers the following two questions: 1) how will the firm make money on the product and/or services offered, and 2) how will the firm be positioned in the marketplace?

Value proposition

Human resources compliance is an area that traces back to the very origin of the human resources function—to

administrative and regulatory functions.

All of the following are determinants of individual performance in organizations EXCEPT:

market competition

Managers create ______ through communication.

meaning

Which of the following outcomes would reduce the likelihood of a desirable work behavior?

nonreinforcement

The outcomes or goals stated in an organizations mission statement, annual report, and charter are called:

official goals

Which of the following describes a self-contradictory statement or situation?

paradox

The most common type of internal process for technology and innovation in the organization is ______.

research and development

Managers' effectiveness as a _____ will determine how well they are able to manage the firm's reputation.

speaker and writer