Fundamentals of success in Business questions
Charlie has selected to work toward an adhocracy culture based on the competing values framework and is hoping to recruit employees in both domestic and new international locations who are inventive and will be successful in this environment. Which Big 5 personality trait will be successful in this cultural environment? Agreeableness Extraversion Openness Conscientiousness
openness - People who are naturally curious and open to change will be most successful in an adhocracy environment.
What is the most common and natural form of communication? Written Informal Nonverbal Oral
oral
McKinsey 7S An organizational model developed in the 1980s by Tom Peters and Robert Waterman (the authors of "In Search of Excellence") that analyzes seven key internal aspects of an organization that need to be aligned if it is to achieve its objectives and improve performance
strategy, structure, systems, skills, staff, and style, shared values
An executive has always appreciated the communication style of one of his closest friends and wants to develop the same style. The friend is always clear and direct in expressing her opinion but not in a way that dismisses the thoughts and opinions of others. Which communication style is this friend using? Aggressive Assertive Passive-aggressive Passive
assertive
Which form of communication allows a person to reflect or review a message prior to communicating it? Formal Oral Nonverbal Written
written
A company employee is involved in developing the vision for the organization and developing the broad goals necessary to move toward that vision. What is this employee's role? Manager Leader Individual contributor Team member
A leader sets the goals of an organization and presents a vision for the organization.
Accounting and Finance
Accounting and Finance accounts payable—The accounts department is responsible for finding and negotiating deals, making timely payments to vendors, availing discounts and incentives, prioritizing payments, avoiding penalties and finance charges, and keeping the bills paid. accounts receivable and revenue tracking—The department processes incoming payments and accounts receivables, creates invoices, tracks outstanding invoices, and pursues collection procedures for delinquent accounts. payroll and taxes—The accounts team ensures all employees are paid on time and ensures that state and federal taxes are accurately calculated and filed on time. financial reporting—The department prepares financial reports such as profit and loss statements, balance sheets, and budget reports. It is also responsible for allocating resources and reporting to investors and other stakeholders. financial controls—Accounts personnel ensure compliance while avoiding errors, theft, and fraud.1
A company is quickly expanding to new offices and is working through issues related to how they will allocate resources over the next six months to handle the expansion. The results of these decisions will be reported to shareholders and used to seek additional resources from venture capitalists. Which department will carry out this work for the company? Accounting and finance HR IT R&D
Accounting and finance
During the workday, an employee's tasks include processing incoming payments, creating invoices, and making timely payments. In which organizational department is this employee working? IT R&D Accounting and finance HR
Accounting and finance
A new employee is attending training on customer service. During the training session, the employee takes notes, makes eye contact with the trainer, and concentrates on gaining insights and understanding about customer service policies and approaches. Which technique is the employee using? Using the 80/20 rule Clarifying questions Supportive communication Active listening
Active listening occurs when an individual gives full attention to the communicator and listens with sincere interest to gain insights and understanding. This employee is taking notes, making eye contact with the trainer, and concentrating on gaining insights and understanding.
Charlie is using the competing values framework (CVF) and decides to try and establish a culture that emphasizes flexibility with an external focus due to the organizational changes stemming from opening several new international offices. Which quadrant of CVF is Charlie selecting? Adhocracy Clan Hierarchy Market
Adhocracy is flexible with an external focus.
Which action should a CEO perform to attract individuals who will be a good fit for the company? Advertise about the company culture Advertise about the work hours Advertise about advancement opportunities in the company Advertise about the compensation for each position
Advertising the culture of the company will attract applications from individuals whose values align with those of the company.
A hospital is trying to hire nurses for terminally ill patients. The nurses will need to exhibit a high level of the characteristics associated with the clan culture. Which personality characteristic should the ideal candidate have for this job? Openness Agreeableness Neuroticism Extraversion
Agreeableness - A kind, patient, and understanding person would be best suited for this job. These are characteristics of the clan culture.
A manager is responsible for four sales departments located in different parts of the state. The manager needs to keep all departments up to date with what is happening in the organization. Which type of managerial skills will this manager need to handle this challenge successfully? Communication People Analysis Technical
An effective manager must be able to communicate effectively both with individuals and teams working toward organizational goals and with upper management defining organizational goals.
manager
An individual who oversees a certain group of tasks or a certain subset of a company and often has a staff of people who report to them - power
A new manager of a sales department receives the monthly reports from all four of the company's sales locations throughout the state. The manager must interpret this data to set targets for sales for the next month and quarter. Which skill set must this manager possess to fulfill this job responsibility? Technical Communication Analysis People
Analysis
A job candidate is preparing for an interview with an organization. The candidate wants to work for the organization because its values align with the candidate's personality and goals. Which process is this candidate using? Attrition Attraction Selection Acculturation
Attraction occurs when individuals identify with an organization's personality and values and are attracted to the organization for those reasons. This job candidate is attracted to the organization because its values align with the candidate's personality and goals.
A corporation's leadership uses a style in which decision-making is concentrated in a single manager. Which leadership style is the corporation using? Task-oriented Autocratic Participative Laissez-faire
Autocratic
A new manager is assigned to work in a department that has these characteristics: Employees have high role ambiguity. Employees have low intrinsic motivation. Employees have low abilities. There is little time for group decision-making. Which leadership style is recommended for this manager? Participative Laissez-faire Autocratic Delegative
Autocratic
An executive is concerned that the current leadership style in their international offices inhibits creativity. Which leadership style is of concern? Democratic Autocratic Participative Laissez-faire
Autocratic
Which style of leadership is most effective for a newly formed team working under a tightly managed deadline? Selling Autocratic Participative Delegating
Autocratic
Which style of leadership should be effective in managing and directing an employee who is new to the organization with no prior experience in the role? Participative Laissez-faire Autocratic Delegating
Autocratic
During a crisis situation, a manager gives firm and specific directions to subordinates on which actions to take to manage the situation. Which type of leadership style is this manager using? Laissez-faire People-oriented Autocratic Task-oriented
Autocratic leadership style is concentrated in the manager. It provides a firm and consistent voice of direction.
Which fact should an individual consider when choosing a channel of communication? Identifying the correct channel is the most important aspect of the communication process. Choosing a correct channel will ensure the delivery of an effective message. Identifying the level of interaction and details for each channel provides important information. Choosing a channel may affect the communication budget.
Identifying the level of interaction and details for each channel provides important information.
A manager is ready to introduce developed ideas to market. Which stage of the design thinking process is the manager experiencing? Implement Test Ideate Prototype
Implement
A manager is ready to introduce developed ideas to market. Which stage of the design thinking process is the manager experiencing? Test Prototype Implement Ideate
Implement
Which step of the design thinking process introduces the product or idea to the market? Implement Prototype Ideate Test
Implement
A manager needs to decide which local charities the company should support and actively seeks the opinions from employees. Which type of leadership style is this manager using? People-oriented Participative Laissez-faire Task-oriented Correct! In a particip
In a participative management style, the manager shares the decision-making with team members.
A manager encourages employees to think creatively and take risks to increase their impact on the organization. Which type of organizational culture does this reflect? Hierarchy Clan Adhocracy Market
In an adhocracy culture, risk-taking and creativity are praised and the employees are expected to impact the external environment.
Which channel is considered rich and allows for more interactive communication? Voice message In-person oral Teleconference Social media
In-person oral
A manager witnesses an employee disrespect a coworker during a department meeting. The manager speaks with the employee after the meeting to review the context of the disrespect and the resulting impact it had on the coworker. The manager attempts to initiate a conversation with the employee about how the behavior can be improved. Which method is the manager using to share emotional intelligence? Performing incident debriefs for employees Modeling emotionally intelligent behavior Introducing coaching programs for employees Scheduling team meetings to share perspectives
Incident debriefs occur when low emotional intelligence behaviors are witnessed and discussed to ensure improved behaviors. This manager meets immediately with the employee to discuss the conduct and the impact on the coworker and explain ways to improve behavior.
Which benefit can occur by using good communication skills? Boost in the organization's competitive position Increase in the chances of employment Enhancement in accounting accuracy Improvement in shareholder earnings
Increase in the chances of employment
Which personality trait is ideally suited for an organizational culture that stresses individualism? Cooperative Independent Reserved Liberal
Independent
Which organizational department is responsible for target market identification? Human resources Accounting and finance Research and development Marketing
Marketing
Attraction
Mechanism by which employees align and are drawn to organizations that match individual culture, preferences, and working style.
Selection
Mechanism by which organizations choose employees for a specific role and/or fit.
A job candidate asks questions during an interview to determine whether their personal life goals align with those of the organization. Which factor is the candidate using to guide the decision? Morals Cultural norms Personal experiences Values
Values
How are data expressed effectively during the design thinking process? Verbally Strategically Visually Tacitly
Visually
Which form of communication has little or no nonverbal cues present during the exchange of information between the sender and receiver? Telephone conversation Group discussion Video conferencing In-person meetings
Telephone conversation
Prior to bringing a product to market, a project manager uses production controls to ensure the system can make the item to the expected specifications. Which stage in the design thinking process is being used during this task? Prototype Implement Test Ideate
Test
Information Technology (IT)
The IT department deals with all issues related to technology in an organization. It carries out the following three major functions in an organization (Linton, 2018): oversight—The IT team oversees the installation of computer systems and network. In this governance role, IT is also responsible for the purchase and maintenance of software licenses and compliance. infrastructure—The department provides the hardware and infrastructure required for operating systems and networking and automation and for building backup and contingency systems. functionality—IT is responsible for the day-to-day functioning of systems. It also controls data processing, storage and security, and software installation and maintenance (Evans, n.d.).
A junior accountant discovered fraud in the recording of accounts receivable and plans to report this information to the local media. Which law protects this junior accountant from retaliation by management of the company? Sarbanes-Oxley Act Fair Labor Standards Act Securities and Exchange Act Civil Rights Act of 1964
The Sarbanes-Oxley Act mandates that all financial areas operate with transparency, makes it illegal to misrepresent the company's finances to company stakeholders, and protects whistleblowers.
An organization that is a lead innovator is looking to hire someone to enter their research and development department. Which personality trait should the ideal candidate possess? Openness Neuroticism Agreeableness Extraversion
The ideal candidate should have a high level of openness because a person joining a research and development department should possess the qualities of curiosity and creativity and be open to new ideas.
After a message is developed, what should be considered in the delivery of the message? The intended audience Organizational policies and procedures Professional relationships Informal communication of the receiver
The intended audience
Ideate
Encourages followers to be inspired to think creatively and outside of the box
A senior executive is looking for individuals in the company who have the ability to influence others in a way that will help accomplish the company's goals as opposed to simply instructing others to accomplish the goal. What type of individual is this executive attempting to identify? Leader Supervisor Manager Foreman
Leader
Which statement accurately describes the role of a leader? Leaders direct a group to accomplish a goal. Leaders can influence others even if they do not have a formal role. Leaders work toward creating circles of power. Leaders have to have a formal title in order to be in a position of influence.
Leaders influence others while trying to accomplish a goal. Leaders do not always have to be in a formal position of power.
Which description accurately reflects the nature of leadership styles? A manager is advised to select one leadership style and use it consistently. Repeated use of the same leadership style will make it ineffective. Leaders should choose their style to match a variety of employee characteristics. Leadership styles should be rotated regularly to sharpen employees' perspectives.
Leaders should choose their style to match a variety of employee characteristics.
A chief executive officer (CEO) of a company that engages in corporate social responsibility is trying to cut costs. As a result, the CEO decides to move the operations overseas to a country with low wages and plans on paying a more than the prevailing wage in that location. Which description accurately describes this company's action? Legal and socially responsible Legal but socially irresponsible Illegal but socially responsible Illegal and socially irresponsible
Legal and socially responsible - By providing more than prevailing wages and taking care of the worker needs, the company is behaving in a legal and socially responsible manner.
A judge believes that the use of cannabis should never be allowed regardless of the situation due to personal principles of what is right and wrong. A law was recently passed, however, allowing individuals to use cannabis. Which type of issue does the judge face? Values-morals Immoral-illegal Legal-unethical Illegal-ethical
Legal-unethical
In an effort to cut costs, an apparel factory is moving operations to another country where labor is cheap and employment laws are less stringent. Costs can only be kept low if the factory operates like a sweatshop. Which type of problem is this company facing? Legal-unethical Illegal-unethical Legal-ethical Illegal-ethical
Legal-unethical - While it is legal to shift operations to another country, it is unethical to operate like a sweatshop.
The CFO asks employees to prioritize their goals for budgeting and is working with the accounting and finance managers to implement this. What base of power is he looking for when working with these managers? Expert Referent Coercive Legitimate
Legitimate
Which personality trait of a follower influences leadership style? Locus of control Intelligence Conscientiousness Integrity
Locus of control describes an individual's ability to direct circumstances and events. The more control an individual has, the more likely the individual is to contribute to leading an organization.
Which term describes a person who uses emotional detachment to control impulses and charm to hide true intentions? Machiavellian Gandhian Elizabethan Napoleon
Machiavellian -someone who is cunning, scheming, and unscrupulous.
Who is responsible for setting the ethical tone of a corporation? Managers Frontline employees Creditors Shareholders
Managers - Integrity and ethics starts at the top with organizations' leadership and trickles down to everyone else.
Which adjective describes someone who is Machiavellian? Impulsive Awkward Shy Manipulative
Manipulative
An organization is known to have a culture that has a low tolerance for ambiguity. Which personality type is ideally suited for this organizational culture? Adventurous Reserved Friendly Rigorous
Rigorous
With the recent expansion into the global market, Charlie would like to improve the emotional intelligence of his senior leaders, in all locations both domestic and international, by teaching the techniques in the most effective way possible. Which method should Charlie choose for this purpose? Role model Corporate policies Formal examinations Conflict avoidance
Role model - One of the most effective methods is to model emotional intelligence so others can learn from that example.
Which term describes a person's ability to empathize and understand how others feel? Self-awareness Social awareness Relationship management Self-management
Social awareness describes a person's ability to relate to and understand how other people are feeling.
In an effort to develop the emotional intelligence of sales staff in a company, human resources is providing training to help the sales staff better understand and focus on the needs and feelings of others. Which element of emotional intelligence is the focus of this training? Self-management Social awareness Self-awareness Relationship management
Social awareness is when a person is able to understand and focus on how other people feel.
A business owner meets with two managers who disagree about how to implement cost-saving measures. The owner asks both managers to explain their ideas, listens to each manager, points out how each manager's ideas have merit, and then asks the managers how they could collaborate to achieve better outcomes than they could individually. Which technique is the business owner using? Social skills Empathy Self-awareness Self-regulation
Social skills involve working through complex problems while managing relationships. These skills are expressed through collaboration, conflict management, persuasion, and cooperation. This business owner is listening to both managers, affirming their ideas, and asking the managers how they could collaborate to achieve greater outcomes.
individual contributor
Someone who uses their personal skills to contribute to a team
A company is working hard to establish objectives that promote ethics and standards. What terms describe how these objectives are defined? Specific and qualitative Broad and measurable Specific and measurable Broad and qualitative
Specific and measurable - Specific outcomes define a desired outcome, and measurable outcomes define a method for determining whether an objective has been met. Promoting ethics and standards requires specifically defining which ethics and standards have been established and should be measurable based on outcomes.
A company insists on treating suppliers with respect and refuses to push them to the lowest pricing possible. Which level of organizational ethics is being used by this company? Stakeholder's issues Personal issues Societal issues Internal policy issues
Stakeholder's issues
A chief executive officer (CEO) wants to implement a corporate social responsibility (CSR) strategy that will positively affect the company's employees, unions, suppliers, consumers, and local and national governments. Which group is being targeted by this CSR activity? Market niche Board of directors Shareholders Stakeholders
Stakeholders are groups who are affected by a business and their CSR strategies. That group has an interest in the success or failure of the business and includes the employees, consumers, governments, and communities.
Cheyenne Jenkins, VP for a large gas company, wrote a letter to her boss regarding the extremely fraudulent accounting practices in their publicly traded company. She demanded that the company take action. Her letter became public five months after she wrote it and was fodder for national outrage. This is an example of ______________. Cheyenne continues to work while the matter is investigated. She is likely protected under ________ (A) whistleblowing, Sarbanes-Oxley Act; (B) internal transparency, Sally Mae Act; (C) code of ethics, Securites and Exchange Commision; (D) whistleblowing, Title VII.
(A) whistleblowing, Sarbanes-Oxley Act;
XYZ Inc. uses images of a leafy forest to promote their Green-Clean Cleaning Wipes. They advertise the wipes as being biodegradable, but the chemicals in the wipes do not break down well in the environment and the plastic container is definitely not biodegradable. This is an example of _______ (A) code of ethics, (B) greenwashing, (C) whistleblowing, (D) Morals
(B) greenwashing
Why is Corporate Social Responsibility important to an organization and its local community? (A) It helps promotes a caring company culture; (B) It immediately increases the profit margin; (C) Increase long-term profits and shareholder trust; (D) It provides good marketing material and ways for the company to advertise.
(C) Increase long-term profits and shareholder trust;
Which of the following is not true about Corporate Social Responsibility? (A) It can be framed as a response to public backlash for a long track record of harming environments; (B) It promotes an organization's ethics and values; (C) It encourages promotion from within the organzation; (D) It can come at little additional cost to the organization.
(C) It encourages promotion from within the organzation;
A manager appears to exhibit low emotional intelligence (EI) and high awareness. The employees see the manager as being a master manipulator. Which term describes this manager? Napoleonism Darwinism Machiavellian Elizabethan
A Machiavellian leader is described as being cunning and deceitful. These leaders are seen as manipulators and typically have extremely low EI and high awareness.
Informal leaders
A person who is not officially appointed as the head of a group
Formal leaders
A person who is officially designated as the leader of a group
A manager is described as self-aware, and he understands how his personal values and cultural norms compare to those of other countries. Which concept is the manager exhibiting? Emotional intelligence Emotional quotient Emotional aptitude Emotional connection
A person's emotional intelligence describes their ability to excel in social situations, relate to others, participate in group settings, and build relationships.
Which concept describes a person's ability to lead, negotiate conflict, build relationships, and relate to others in social situations? Emotional intelligence Emotional connection Emotional aptitude Emotional quotient
A person's emotional intelligence describes their ability to excel in social situations, relate to others, participate in group settings, and build relationships.
Organizational structure
A system used to define a hierarchy within an organization
An employee is attached to a group that is working on a large project that is directly related to a major corporate goal. What is this employee's role? Leader Team member Manager Supervisor
A team member is part of a group of individuals channeling skills and resources to accomplish a goal.
Attraction-selection-attrition
A theory holding that (1) individuals are attracted to organizations whose members are similar to themselves in terms of personality, values, interests, and other attributes; (2) organizations are more likely to select those who possess knowledge, skills, and abilities similar to the ones their existing members possess; and (3) over time, those who do not fit in well are more likely to leave
A group of employees discovered alleged misconduct by senior managers of their company and leaked information about the situation to the press and general public. What is term for this group of employees? Greenwashers Whistleblowers Compliance board Public auditors
A whistleblower is someone like an employee or group of employees who informs the public about alleged misconduct occurring in an organization.
Which term describes domestic employees' actions if their concern about battery manufacturing appears to be actually taking place, and they informed the media about the situation? Intrapreneur Compliance officer Whistleblower Internal auditor
A whistleblower is someone who tells the public about alleged misconduct within an organization. In this scenario, if the employee informs the media about Sure Start's moving all production operations oversees, they would be called a whistleblower.
A company employee notices that a member of upper management is harassing a newly hired employee. The employee reports this behavior to the local authorities. Which term describes the action taken by the employee who reported the incident? Whistleblowing Transparency Social responsibility Brainstorming
A whistleblower reports the immoral actions of an organization and its employees. Upper management harassing a new hire is against the law.
Prototyping
Balances passive and active management to observe failure, keep the progress of an idea on track, anticipate issues, and step in to solve challenges Engages in contingent reward activities to encourage team members to keep developing
Why do employees who possess high emotional intelligence work effectively and ethically in customer service positions? Because of their ability to regulate their emotions Because of their strong preference for working individually Because of the greater opportunity to problem solve Because of their technical training and experience
Because of their ability to regulate their emotions - Individuals who have a high level of emotional intelligence excel in and are highly ethical in sales, real-estate, and customer service positions, because of their proficiency in regulating their own emotions and reading the emotions of others.
A manager is meeting with an employee to discuss a recent disagreement that occurred at work. The manager reflects on the situation and is able to share personal values, beliefs, and preferences for working through conflicts and identifying personal challenges for development. Which method is the manager using to share emotional intelligence? Responding in culturally appropriate ways Being transparent about areas for improvement Introducing coaching programs for employees Scheduling team meetings to share perspectives
Being transparent about areas for improvement supports emotional intelligence development and continuous improvement. This manager is meeting with an employee to discuss personal values, beliefs, and preferences for working through conflicts and personal challenges in development
Which benefit is enjoyed by managers who are strong in the self-regulation component of emotional intelligence? Lower transparency Fewer employee errors Better adaptability Faster deliverable times
Better Adaptability - Individuals who are strong in self-regulation, a key aspect of emotional intelligence, are more adaptable, transparent, and conscientious.
The chief executive officer (CEO) of a beverage company wants to promote a healthy lifestyle to its customers. Which action will achieve this goal? Encourage employees to carpool to work Donate food to a local food bank Build a park for the community that includes walking trails Set an example to customers by donating corporate profits to a local health organization
By building a park with trails, the CEO may be able to encourage people to exercise and thereby promote a healthy lifestyle.
A company is trying to recruit candidates who will be a good fit for its culture. Which technique should the company use to enhance its results? Evaluate candidates' accomplishments Extensively review candidates' resumes Hire individuals that were the top of their graduating class Conduct multiple interviews of the candidates
By conducting multiple interviews with various candidates and getting their feedback, it will be easier for the company to assess whether the candidates will be a good fit for its culture.
Which level of leadership style should be used to manage a highly competent and committed team? Delegating Telling Selling Participating
Delegating
Which organizational emphasis is being demonstrated by the production of the new product? CSR Code of conduct Code of social ethics Internal transparency responsibility
CSR is a philosophy in which a company makes decisions while considering the impact on, and the benefits to, the wider community. The company is now choosing to manufacture rechargeable batteries for electrical cars, which are more environmentally friendly than traditional batteries. The change in the type of batteries being produced is part of a CSR emphasis by the company
Implement
Casts vision to ensure that their solution is materialized and touches the lives of the end users Leads effective execution by being key stakeholder in organizational rollout
An individual wants to be part of a team where employees are the most valued asset and given opportunities for both personal and professional development. Which competing values framework quadrant does this demonstrate? Clan Hierarchy Adhocracy Market
Clan
Which type of skill includes a manager's ability to navigate conflict as it arises and understand the motivation factors that the employees express? Communication Intrapersonal Analysis Technical
Communication skills are described as managers' ability to navigate conflict as it arises, listen, and understand their employees. With communication skills, they are able to help the team dynamic by identifying the motivation factors for the group
Which characteristic must exist for new employees to perform well in an organization prior to being fully trained? Personality assessment profile Fit with the culture Number of accomplishments Level of GPA
Companies hire people who will fit their culture.
Charlie believes the manufacturing facilities of Sure Start use a hierarchy environment. He wants to hire more employees in both domestic and international locations who are organized, dependable, and suited for this category in the competing values framework. Which Big 5 trait should Charlie be focused on for these new hires? Conscientiousness Openness Extraversion Agreeableness
Conscientiousness - People with this trait are often considered organized and dependable. This group will be successful in a hierarchy environment.
The CMO has been tasked with creating a marketing campaign that involves communication and respect for all customers in Sure Start's international markets. Which leadership approach will support this effort? Consideration Extraversion Initiation Integrity
Consideration
Which career field has a higher importance of one possessing emotional intelligence? Mechanic Counselor Scientist Accountant
Counselor
A company wants to ensure they have ethical leaders who are willing to take risks to do the right thing, even when it is not convenient. They are hoping these leaders will be able to face challenges in the firm and in the marketplace, even if there is reason to be reluctant to face them. Which leadership quality is the company seeking? Relationship management Social awareness Loyal Courage
Courage is facing challenges even when a person is reluctant to do so and being willing to do the right thing even when it is not convenient.
A company establishes a goal to increase annual sales by 13 percent. In an organization-wide meeting, a senior manager mistakenly understates the organization's board-approved goal by a significant amount. What would be the potential impact on the organizational outcomes due to this type of miscommunication? Decreased productivity Decreased employee morale Weakened shareholder confidence Improved productivity
Decreased productivity
A manager assigns decision-making responsibilities to team members but oversees their work. Which level of leadership is being used by this manager? Selling Delegating Participating Telling
Delegating
A manager is engaged in a process in which data are collected and expressed visually to understand users, challenge assumptions, redefine problems, and create innovative solutions. Which type of business planning strategy is being used by this manager? Porter's five forces BCG matrix SWOT Design thinking
Design thinking is a human-centered type of business planning being used by the manager.
A new technology company wants to identify a factor that will enhance the ability of their employees to be happier and more productive. Specifically, they want their employees to build relationships and relate well to other people in a way that will help lead to greater overall well-being and a more balanced life. Which factor is being identified? Emotional intelligence Autocratic leadership Organizational ethics Expert power
Emotional intelligence is when individuals can build relationships and relate well to others. This often leads individuals to report a greater overall well-being and a more balanced life.
What is the correct order of the six stages of the design thinking process? Define, empathize, ideate, prototype, test, implement Ideate, empathize, define, prototype, test, implement Empathize, define, ideate, test, prototype, implement Empathize, define, ideate, prototype, test, implement
Empathize, define, ideate, prototype, test, implement
A manager expressed concern that a team member could not perform well due to personal issues. Which aspect of emotional intelligence did the manager display? Social skills Empathy Sympathy Motivation
Empathy is displayed when someone is attuned to the emotional signals of others.
Which outcome occurs when employees associate the leadership's power with expert power? Employees are more compassionate. Employees are more secure. Employees are more compliant. Employees are more collaborative.
Employees are more secure. - When the leader demonstrates expert power, employees feel secure in the decisions that are made.
A manager in a large corporation is trying to encourage the employees to engage in individual corporate social responsibility (CSR) activities. Which action should the manager take to support this employee behavior? Ask them to work extra time at the offices so they can earn more money Encourage them to volunteer their time for social concerns Encourage them to attend meetings to brainstorm new project ideas Ask them to take a pay cut and contribute the missing funds to a department party
Encouraging the employees to volunteer their time to prosocial endeavors is a part of CSR.
What is a benefit of assessing the emotional intelligence of an individual? Increased productivity Subjective feedback Improved profitability Enhanced judgment
Enhanced judgement
What type of motivation is Charlie exhibiting by changing emphasis on the type of product being produced? Code of ethics CSR Enlightened self-interest Altruistic leadership
Enlightened self-interest is when organizations are motivated to adopt CSR policies because they recognize it can actually help improve their financial well-being. Changing emphasis from traditional battery manufacturing to a more environmental friendly rechargeable battery is a form of enlightened self-interest.
Sure Start is seeking to identify talented individuals in Europe and Asia who have special skills and abilities in the electric battery manufacturing industry. Which form of power is Sure Start seeking in these employees? Coercive Referent Expert Legitimate
Expert
A project manager is widely known for helping organizations meet deadlines in a cost-efficient manner. The manager is hired by a technology firm to help them implement a new project. Which type of power does this project manager possess? Expert Legitimate Reward Coercive
Expert power is earned based on an individual's knowledge or expertise in a discipline.
Which form of personal power is used by leaders? Reward Expert Legitimate Coercive
Expert power is personal power that is based on knowledge in a particular field of expertise.
Charlie has noticed that the sales department in the new European headquarters in Germany functions more like a marketing environment. He decides to begin hiring individuals with the Big 5 personality traits who will be successful in a market environment. Which trait is Charlie looking for in the potential hires? Openness Conscientiousness Agreeableness Extraversion
Extraversion - People with this trait are often considered very outgoing and talkative and are most successful in a market environment.
Which description of communication channels is accurate? Emails provide delayed written communication and are ineffective for formal notices and updates, as well as informal exchanges. Message boards and forums allow people to post information to a decentralized location. Face-to-face meetings are personal, interactive exchanges that are still the preferred method of communication in business. Letters are a less formal method of written communication used in less important situations.
Face-to-face meetings are personal, interactive exchanges that are still the preferred method of communication in business.
An employee learns that part of the annual performance evaluation involves surveying peers about their behavior and how it impacts others in the organization. Which technique is being used in the evaluation process? Self-reflection Mindfulness Feedback Meditation
Feedback is reflection conducted by others about an individual's personal behaviors and their impact on others. This employee will be conducting surveys to generate peers' reflections about the employee's behaviors and the ways they impact others in the organization.
Sure Start is focusing on steps to help the senior leaders manage their emotional health. Charlie would like to help each senior leader find individuals they trust to give them input about their performance, specifically since the expansion of the company into the global market. Which technique is being used with these senior leaders? Feedback Mindfulness Self-reflection Meditation
Feedback is when individuals seek honest, straightforward input from others about their performance.
Which level of follower maturity is depicted by employees who function better under a leader who is autocratic and directive? High competence and low commitment High competence and high commitment Low competence and high commitment Low competence and low commitmen
Followers having low competence and low commitment are classified at the M1 level of maturity and function better under a telling style of leadership where a leader is more autocratic and directive.
competing values framework model
Framework for assessing organizational culture and organizational dynamics
A manager encourages employees to distinguish themselves by consistently exceeding goal expectations and winning the department's monthly sales competitions. Which type of organizational culture is this reflecting? Market Hierarchy Clan Adhocracy
Goal achievement and competition are the central elements in a market culture.
Charlie suggests in a press release that the company is planning to phase out its traditional car battery production in an effort to focus on sustainable business practices. Which action is Charlie taking? Greenwashing Business tort Perjury Conscious consumerism
Greenwashing is when a company makes an ethical commitment, but their actions are different than the commitment made. In the scenario, Sure Start is still planning on continuing the production of traditional batteries, which are not as environmental friendly as electric batteries. Charlie's statement is greenwashing as the company has no plans to discontinue production of traditional batteries.
A large manufacturer of ice cream products has a core value of "making the world a better place." However, it was discovered that the manufacturer sourced their main raw ingredient from a company that used practices considered detrimental to the well-being of animals. Which situation is occurring with this discrepancy? Greenwashing Whistleblowing Publicizing Kickbacking
Greenwashing is when a company's ethical commitments and statements run contrary to their actual practices. Sourcing ingredients from suppliers who have practices detrimental to the well-being of animals is clearly contrary to the manufacturer's commitment to "making the world a better place
A new office has had multiple complaints about the payroll services for its employees. Several times the payments have been late, and there has been confusion about which benefits the company will help pay. Which department will address this issue? IT HR Accounting and finance R&D
HR
During the workday, an employee's tasks include recruiting, onboarding new employees, and administering training and development. In which organizational department is this employee working? Accounting and finance Marketing R&D HR
HR
Which organizational department is responsible for managing and overseeing employee compensation and benefits? Human resources Research and development Accounting and finance Marketing
HR
Which organizational department is responsible for training and coaching employees? Research and development Human resources Accounting and finance Marketing
HR
Which term describes one's wellbeing and ability to build a balanced life? Emotional aptitude Emotional connection Emotional quotient Emotional intelligence
Having emotional intelligence impacts one's health, overall well-being, and relationships. It is the key to building a balanced life.
Charlie wants to be cautious in his goal setting for Sure Start's new offices because of lessons learned from opening the office in South America. Which outcome is he concerned about? Having basic goals so the employees can feel successful by accomplishing them Having unrealistically high goals may cause employees to compromise ethical standards Establishing a corporate culture where employees are motivated without the use of goals Establishing high goals, which will cause employees to fail meeting them
Having unrealistically high goals may cause employees to compromise ethical standards - If the company establishes unrealistic goals, employees may feel that they will be required to do whatever it takes to reach those goals, regardless of whether they need to make decisions that may result in unethical practices.
Charlie has decided to listen to complaints from residents of the community where the new battery manufacturing facility is located. He hopes CSR practices will help in managing these relationships. Why is Charlie willing to hear these complaints? He wants to receive feedback from the community to comply with government regulations. He recognizes that members of the local community are also stakeholders. He is required to listen to community members as part of the code of ethics. He is familiar with research indicating these types of press events improve corporate outcomes.
He recognizes that members of the local community are also stakeholders. - When following CSR practices, local community members are recognized as stakeholders and have a voice that should be acknowledged.
Test
Helps determine aspects or components of a task or project to be tested Monitors activities to observe how the outcome of a test turns out Balances passive and active management during testing
Mechanistic
Hierarchical, bureaucratic, organizational structure characterized by (1) centralization of authority, (2) formalization of procedures and practices, and (3) specialization of functions
Which level of follower maturity is being depicted by employees when the leader can trust the employees to make decisions independently and carry out organizational plans? High competence and high commitment High competence and low commitment Low competence and high commitment Low competence and low commitment
High competence and high commitment
A company has embraced the philosophy of CSR. Which practice reflects this commitment? Providing the workers with free coffee and tea during their shifts Holding a food drive to support local residents in need Abiding by state environmental laws Ensuring that local, state, and federal taxes are paid on time
Holding a food drive to support local residents in need
The CMO is engaging stakeholders in corporate branding so it works across multiple continents, cultures, and languages. The group is generating ideas for the branding. Which step of the design thinking process has Sure Start started? Define Ideate Implement Test
Ideate
A group of employees approaches their manager to report a conflict within the team. The manager asks the employees to resolve the problem among themselves. Which style of leadership reflects this manager's response? Indifferent Accommodating Sound Controlling
Indifferent managers do not take active responsibility for results so as to avoid getting entangled in problems.
A senior executive is looking for people in the organization who have the ability to influence others based on their level of charisma, not simply based on their corporate title. What type of individual is the executive attempting to identify? Informal leader Department manager Formal leader Divisional manager
Informal leader
Which core managerial role involves gathering and organizing data to distribute to various people in the company? Intrapersonal Informational Decisional Interpersonal
Informational - A manager who has an informational role spends time collecting, gathering, and analyzing data in order to disseminate the information across the organization. This manager is responsible for gathering and organizing data to distribute to various people in the company.
Which influence tactic involves appealing to individuals' values, emotions, and beliefs? Rational persuasion Coercive power Inspirational appeal Reward power
Inspirational appeal involves gaining support from others by connecting with their values, emotions, and beliefs.
A team is on the verge of missing an agenda deadline for a major company project. The leader reminds the team of the benefits of meeting the established goal. Which trait is the leader displaying? Confronting Inspiring Mentoring Coercing
Inspiring causing people to want to do or create something or to lead better lives by explaining the benefit of the outcome.
Which tool of transformational leadership does a leader use to recognize the cognitive abilities of subordinates and empower them towards a positive organizational contribution? Inspirational motivation Intellectual stimulation Idealized influence Individualized consideration
Intellectual stimulation is used by leaders when they recognize the cognitive abilities of subordinates and empower them towards a positive contribution for the organization.
Which term describes the measure of one's ability to learn and is adjusted for age? Emotional quotient Intelligence factor Intelligence quotient Emotional intelligence
Intelligence quotient is one's ability to learn, which is adjusted as people age.
A retail company frequently updates its principles, rules, and guidelines to reflect input by employees. Which level of organizational ethics is being illustrated by this company? Societal issues Personal issues Stakeholder issues Internal policy issues
Internal policies are between the organization and its internal stakeholders, the employees. The regular policy updates will include employee input and reflect internal policy issues.
Which organizational ethical level is Charlie addressing in relocating Carl and Kim? Internal policy Societal Personal Moral
Internal policies identify rules and guidelines for how employees behave in the business setting. They describe expectations the business has for its employees. Carl and Kim were relocated to foreign countries with the goal of hiring new employees and ensuring that they knew and shared the company's unified visions
The top management of a company implemented a policy in which all employees can attend the board meetings so they can be present when important decisions are made. Which practice is being followed by this company? Internal auditing Social responsibility Internal transparency Greenwashing
Internal transparency is the ability of all individuals in an organization to operate in an environment of openness, communication, and accountability.
A manager attends training on different languages, business conduct, and approaches to working with diverse populations. Which aspect of the company is the manager learning? International business success Organizational culture Organizational leadership International business culture
International business culture describes what business populations in global geographic locations value and what the generally accepted practices for appropriate conduct are. This manager is attending training on different languages, business conduct, and approaches to working with diverse populations, which is the foundation of international business culture.
managment functions
Interpersonal, Informational, Decisional
Which style of leadership allows a high degree of autonomy for followers? Autocratic Laissez-faire Participative Task-oriented
Laissez-faire
A manager is hosting a scenario-based workshop to demonstrate how empathy and social skills should be used in the workplace. Which method is the manager using to share emotional intelligence? Introducing coaching programs for employees Providing training and education programs Scheduling incident debriefs with employees Scheduling team meetings to share perspectives
Introducing Coaching programs The scenario indicates that scenario-based workshops are being offered to support employees' emotional intelligence development in the workplace.
The chief executive officer (CEO) of a company decides to change the way the company has been functioning over the years in order to improve its reputation. The CEO decides to pay the employees a fair wage, show a good profit margin, and produce a reliable product. But even after a year, there is not much change in the way the community perceives the company. Which action will provide the improvement this CEO is seeking? Recruiting additional employees Investing in social and environmental causes Creating an internal safety awareness program Advertising products during popular sports programs
Investing in social and environmental causes - Right now, even though the company behaves ethically by treating its employees and customers fairly, engaging in social causes will improve the community's ethical perception of the company.
A corporation is opening a new factory in a small rural community and would like to demonstrate an ethical commitment to environmental responsibility in the new location. Which action demonstrates this commitment? Invite local citizens to a tree-planting event along the town's main street Create a citizen hotline for anonymous reporting of company problems Pledge to only recruit and hire from the local community Provide funding for laboratories at the local medical college
Invite local citizens to a tree-planting event along the town's main street
A company leader facilitates a planning meeting to engage everyone in the company's decision to use postconsumer recycled materials in its packaging. Which impact does this meeting have on the organization? It improves company profitability. It provides more packaging choices. It increases employee awareness. It enhances government support.
It increases employee awareness. - This leader is sharing how using postconsumer recycled materials in packaging could be achieved in an effort to engage employees in corporate social responsibility.
What is an attribute of leadership? It maintains a private vision for the leader to follow. It is an influence relationship between at least two individuals. It provides followers the tools required to execute team members' visions. It is interchangeable with management.
It is an influence relationship between at least two individuals.
An entry-level employee decides to borrow the company car for the weekend despite the company's code of ethics against the practice. Which ethical analysis applies to this behavior? It is acceptable as long as no one discovers the car was borrowed. It is acceptable since the employee is in an entry-level position. It is not acceptable because the employee could have an accident while driving the car. It is not acceptable since it clearly violates policy.
It is not acceptable since it clearly violates policy. - The company's code of ethics states that no employees should use the company car over the weekend. The employee borrowing the car violates company policy, regardless of employment level.
Which style of leadership allows a high degree of autonomy for followers? Participative Autocratic Laissez-faire Task-oriented
Laissez-faire
What is an advantage of written communication? It is the easiest form of communication. It provides the sender the opportunity to reflect on ideas. It allows for instant feedback. It facilitates the likely interpretation of the message by the reader.
It provides the sender the opportunity to reflect on ideas.
Market:
It tends to be externally focused on competition and profits and less flexible (e.g., security companies)
Hierarchy
It tends to be internally focused on internal processes and procedures and less flexible (e.g., government agencies).
Clan
It tends to be more family oriented and flexible and less structured and has a more extensive hierarchy (e.g., small start-up business).
Adhocracy:
It tends to be more flexible and responsive to external forces and is characterized as a dynamic, entrepreneurial, and creative workplace (e.g., technology businesses).
A manufacturing cosmetics company currently avoids testing its products on animals, but the new chief executive officer (CEO) decides to begin that practice since it will help cut company costs. Which impact will this have on the organization? It will be viewed as being unethical. It will be able to increase the company's market share. It will reduce the company's position as an advocate for customer safety. It will be seen as being committed to producing reliable products.
It will be viewed as being unethical. - The organization will be viewed as being unethical because it is testing its products on animals.
Why should managers work to improve the emotional intelligence of their employees? It is a key component of business succession planning. It aids the employees in taking on new technical responsibilities. It will help ensure the future success of the employees. It is a federal legal requirement in the workplace.
It will help ensure the future success of the employees. - Having higher emotional intelligence is a predictor of overall job success. It is responsible and ethical for managers to promote this in their employees.
Which characteristic is present in someone with high emotional intelligence? Keeps promises Gives attention to detail Oversteps boundaries Has emotional outbursts
Keeps promises
Which force is defined as the level of understanding of a subject and complements emotional intelligence to help an individual collaborate effectively in the workplace? Knowledge Skill Seniority Ability
Knowledge is the degree to which an individual understands a subject, not behavior or the application of knowledge.
A leader decides to delegate tasks to a skilled team of employees. Which management style is being used by this manager? Laissez-faire Autocratic Participative Selling
Laissez-faire
A major corporation's new office in South America follows a leadership style in which decision-making is almost entirely delegated to others with little direction from senior management. Which leadership style is management using in this location? Task-oriented Laissez-faire Autocratic Participative
Laissez-faire
An executive has selected a leadership style for the corporate office that works well because the employees are motivated and highly-skilled and can work well independently. Which leadership style is being used? Participative People-oriented Laissez-faire Autocratic
Laissez-faire
Which leadership style only works in circumstances where employees are independent and highly skilled? Autocratic Participative Laissez-faire Task-oriented
Laissez-faire
Which leadership style only works in circumstances where employees are independent and highly skilled? Participative Task-oriented Autocratic Laissez-faire
Laissez-faire
Which leadership style uses delegation? Autocratic Participative Transactional Laissez-faire
Laissez-faire
A business is managed by executives who value stability. The executives make all the decisions and managers follow specific company guidelines to implement them to maximize operational efficiency. Which type of organizational structure does this represent? Mechanistic Organic Clan Market
Mechanistic organizational structure emphasizes stable environments where traditional, top-down decision-making is used to promote certainty. These organizations focus on efficiency and clearly identified processes. This owner makes all decisions, and managers implement decisions by following specific company guidelines to maximize operational efficiency.
A manager creates actionable items from a set of approved goals. What is this manager's management role in the organization? Top Front line Mentor Middle
Middle-management is tasked with pursuing the goals set by top management through channeling individual efforts and team efforts. Examples of middle-management include plant, division, or department managers.
A manager has been in a meeting all day and is distracted by thoughts about work responsibilities. The manager decides to refocus attention by writing down important points being discussed in the meeting in order to redirect their thoughts and reconnect to the present moment. Which technique is the manager using? Mindfulness Meditation Self-reflection Feedback
Mindfulness is the state of being conscious and fully present without judgment. This manager is feeling distracted by thoughts about work responsibilities and decides to refocus attention on the meeting and reconnect to be fully present in the meeting.
A prospective candidate states in an interview, "I am an ethical and caring person. I put the needs of others before mine and seek the best outcomes for the groups I work in." Which aspect of emotional intelligence is this candidate describing? Sympathy Work ethic Technical skill Moral identity
Moral identity is the degree to which people view themselves as caring and ethical. It is an important component of emotional intelligence because it drives the degree to which people are considerate of others' feelings, input, and contributions.
As part of a company's corporate goals to improve the communities in which they work, the company hopes to connect to its employees' desire to see themselves as ethical, caring people. Which aspect of emotional intelligence does this highlight? Self-awareness Moral identity Social awareness Relationship management
Moral identity is when individuals view themselves as ethical, caring people.
Which technique is an employee who participates in professional development to earn a promotion using? Self-awareness Self-regulation Empathy Motivation
Motivation occurs when an individual understands personal tendencies, demonstrates a willingness to possess control over the future, and works to achieve continuous improvement. This employee is determined to earn a promotion and participates in professional development for this goal.
An individual's only method of communication is American Sign Language (ASL). Which form of communication is this individual using to interact? Inscribed Written Oral Nonverbal
Nonverbal communication involves information transmitted without the use of spoken or written words.
A customer asks a service associate for a refund on a product that is broken. The associate asks how the product was broken, and the customer explains that it was broken when the box was opened. The associate thinks that is very unlikely but reflects on how the company values customer satisfaction above all else. The associate processes the refund for the customer. Which factor is influencing this associate's decision? Individual values Operating procedures Organizational culture Cultural diversity
Organizational culture
A manager understands the importance of the company's transparent and ethical supply chain but learns about a foreign supplier's unethical conduct. During a meeting with the supplier, the manager makes a point of reviewing the company's code of conduct without explicitly discussing the supplier's unethical practices. What is the manager discussing in this meeting with the supplier? International business success International business culture Organizational leadership Organizational culture
Organizational culture describes what those in the organization value and what the generally accepted practices for appropriate conduct are. This culture is the shared ethos of the organization. This manager is meeting with the supplier to discuss the company's code of conduct, which is a key part of a company's culture and its definition of appropriate conduct.
During a meeting, a senior manager became upset over an issue and used profanity when responding to lower-level managers. The behavior disrupted the whole company. Which organizational element of ethics did this manager violate? Mission Bylaws Culture Charter
Organizational culture refers to a system of shared assumptions, values, and beliefs that shows employees appropriate and inappropriate behavior.
Organic
Organizational structure characterized by (1) flatness: communications and interactions are horizontal, (2) low specialization: knowledge resides wherever it is most useful, and (3) decentralization: great deal of formal and informal participation in decision-making
Three employees are invited to present their ideas for solving a critical company problem. It is important that the company choose the correct idea from these suggestions. The manager listens carefully while taking notes during each person's presentation. She nods her head in response to the presenter's comments and smiles encouragingly. She also notes other cues that might identify personal feelings or commitment to their idea. This manager has demonstrated four of the five rules for active listening. Which remaining rule should the manager implement? Listen for message content Note all cues Listen for feelings Paraphrase and restate
Paraphrase and restate
Relationship management
Part of a strategy to engage existing customers in order to retain them and understand their evolving needs or demands. It is a business paradigm where a business views the association with its patrons as an ongoing relationship rather than a mere transaction.
A major corporation's office in Asia follows a leadership style in which the senior managers share the decision-making with the leadership team. Which leadership style is being used in this location? Laissez-faire Participative Autocratic Task-oriented
Participative
Which leadership style is well suited when an organization enters a transitional period and management needs to guide employees through the change? Laissez-faire Transformational Autocratic Participative
Participative leadership is effective in a situation of organizational change.
Which type of communication style is reflected by an employee who is disturbed by a negative review but fails to speak up about their concerns or feelings? Assertive Aggressive Passive Passive-aggressive
Passive
A supervisor asks an employee to stay late to complete a personal task for the supervisor. When asked if the employee is willing to stay, the employee says, "I will do whatever you tell me to do," even though the employee is uncomfortable with the request. Which communication style is the employee displaying? Passive Passive-aggressive Assertive Aggressive
Passive communication styles are displayed by people who are hesitant to speak up about their thoughts, beliefs, and opinions, even if they feel they are being wronged.
A senior manager makes an effort to engage in corporate social responsibility (CSR) activities to build the company's reputation. Which action should the manager take to continue to move towards this goal? Focus on increasing profit margins Focus on marketing efforts Pay fair wages to employees Manufacture an inexpensive product
Pay fair wages to employees - In order to be a socially responsible action by the manager, it is very important that the employees are paid fair wages.
An employee expresses that he is mindful of his weaknesses, and he wants to think through how those weaknesses affect the team and the organization as a whole. Which component of emotional intelligence is the employee expressing? Self-awareness Empathy Social skills Self-regulation
People with self-awareness are aware of the different ways that they can improve.
Which consideration describes the degree to which a candidate's skill, knowledge, and abilities match the demands of a position? Person-job fit Organization culture Person-organization fit Organization selection
Person-job alignment or fit describes how well an individual's knowledge, skills, and abilities meet the specific demands of a job. This candidate was hired as a social media marketing manager because the candidate's knowledge and skills in designing and implementing campaigns is a fit for the job.
An act of violence occurs in the country. When a company leader is asked about the situation by a colleague at lunch, the leader opens up to the colleague and expresses concerns about the aggression associated with the event. Which ethical concept is driving this leader's response? Professional values Organizational norms Cultural morals Personal ethics
Personal ethics are the set of principles that guide a person's behavior. Ethics reflect beliefs about what is right or wrong, what is just or unjust, and what is good or bad in terms of human behavior.
As Sure Start expands internationally, Charlie is focused on addressing concerns that domestic employees have about the new product. Which issues should he address with existing employees about their concerns? Policy Societal Culture Personal
Personal issues affect how employees interact in the workplace. Charlie is working to address employee concerns, which are the personal issues and feelings they have toward the company's international expansion and the way it affects their jobs.
Define
Proactively clarifies expectations and actively guides the team to appropriate action Actively monitors progress as the team takes action Takes steps to keep tasks and activities on track if things go wrong
A company is looking to optimize their procure-to-pay system by implementing robotics to automate this match, which is currently handled manually. Which type of management is this company pursuing? Investment Process Relationship Information
Process management refers to an organization's desire to design processes that will optimize and improve business performance. This task can be completed through automation and use of technology such as robotics.
What is a key difference between personal and professional communication? Professional communication is more clear and concise than personal communication. Professional communication is used for a less diverse group compared to personal communication. Personal communication is intended for a wider audience than professional communication. Personal communication is more formal than professional communication.
Professional communication is formal and calls for the communication to be more clear and concise
Which influence tactic is used to sway others using data and facts? Coercion Rational persuasion Expertise Inspirational appeals
Rational persuasion
A manager provides a bonus for some employees to influence job performance. Which type of power is the manager using in this situation? Coercive Expert Legitimate Reward
Reward
A manager presents facts and data to encourage the staff to make an exceptionally difficult change to company procedures. The staff reluctantly agrees to the change based on the provided information. Which influence tactic was used by this manager? Inspirational appeals Manipulation strategies Rational persuasion Coercion tactics
Rational persuasion involves presenting the factual information that will make the case for the desired behavior or change. In this case, the manager presented the factual details that encouraged the staff to respond appropriately despite their initial reluctance to the idea.
Which tool is used when a manager observes high emotional intelligence behavior in an employee and then later discusses it with the employee in order to reinforce that behavior? Employee intervention Performance review Team brainstorming Recognition acknowledgement
Recognition acknowledgement - Recognition is a tool that managers can use to enhance employee emotional intelligence. It involves a manager highlighting positive employee behaviors so that employees can be more aware of their impact.
The COO seeks to identify an employee who represents the Vietnamese culture to create influence in that community for Sure Start. Which base of power is Sure Start trying to identify? Coercive Legitimate Referent Expert
Referent
An employee in the accounting department discovers that an element in the financial statement is not in compliance with the company's required financial record keeping. The employee reports this to management. The manager instructs the employee to take no action. What next step should the employee consider taking? Report to higher level management Remain silent Report it to outside stakeholders Try to fix the error on their own
Report to higher mgmt - The employee took the initial correct step by informing the immediate manager but was told to do nothing. The employee knows that this discovery is in direct violation of the company's code of ethics and is obligated to report it to higher management so that they can address the issue.
Which set of attributes reflects a market culture in the competing values framework? Adjustable and entrepreneurial Results-oriented and competitive Process-oriented and highly structured People-oriented and friendly
Results-oriented, competitive, focused on external environment, and confined by organizational norms are the attributes of the market culture.
The top management of a publicly traded company has been cited for violation of the transparency standards with respect to their financial and accounting reporting practices. Which law has this company violated? Sarbanes-Oxley Act (SOX) Governmental Accounting Standards Act (GAS) Corporate Social Responsibility Act (CSR) Generally Accepted Accounting Principles Act (GAAP)
Sarbanes-Oxley Act (SOX)SOX mandates publicly traded companies to follow reporting transparency in financial and accounting reporting. The law also makes the top management of the company personally responsible for errors in financial reporting.
Which action is taken by a leader during the empathize stage of the design process? Understanding the concerns and needs of employees Managing passively to monitor development and observe progress Thinking creatively and outside the box Seeking input from all end users to gain insight into their needs
Seeking input from all end users to gain insight into their needs
Empathize
Seeks input from all employees and customers to gain insight into the user's need or problems Uses individualized consideration to understand the concerns and needs of others, including the end users Emphasizes the importance of serving others Adopts a customer-oriented view of leadership
Which term describes a person's ability to accurately perceive, assess, and exhibit appropriate emotions? Self-awareness Self-management Social awareness Relationship management
Self-awareness describes one's ability to correctly assess, understand, and portray appropriate emotions.
Charlie wants to help his senior leaders in all four corporate offices worldwide understand their personal habits and the ways those habits influence their personal behaviors and actions. Which technique is Charlie asking the senior leaders to practice? Motivation Self-awareness Self-regulation Empathy
Self-awareness includes conducting a self-assessment to become aware of one's internal condition and be honest about how one truly feels.
A manager realizes that she has more focus in the afternoon. Which element of emotional intelligence does this describe? Social awareness Relationship management Self-management Self-awareness
Self-awareness is the ability to accurately perceive, assess, and exhibit appropriate emotions.
In an effort to develop the emotional intelligence of senior managers within their company, human resources is providing training to help the managers correctly understand a situation and respond with the appropriate emotions. Which element of emotional intelligence is the focus of this training? Self-management Relationship management Self-awareness Social awareness
Self-awareness is when a person can correctly understand a given situation and understand how to appropriately emotionally respond.
Charlie has suggested that the senior leaders use journaling as a technique to identify how their thoughts and emotions change over time with the expansion to the global market. Which technique is being suggested to these senior leaders? Mindfulness Meditation Self-reflection Feedback
Self-reflection is when individuals engage in practices such as journaling to identify how their thoughts and emotions may change over time.
Sure Start wants their new international managers to develop greater emotional intelligence by identifying their strengths and weaknesses. Charlie would like the managers to focus on their own internal conditions, such as how they manage and control their own impulses. Which principle is Charlie asking the managers to examine? Self-awareness Self-regulation Empathy Motivation
Self-regulation involves recognizing one's internal condition and being able to control one's impulses.
An employee has been appointed team leader for a new healthcare initiative. The leader is currently undergoing a personal conflict at home which is challenging her ability to be objective in team interactions. The leader is conscious of this and does her best to manage her internal emotions. Which term reflects this behavior? Self-regulation Self-awareness Self-empathy Self-motivation
Self-regulation is when people are able to manage their own internal state.
A salesperson presents a proposal to a prospective client. At the meeting, the client listens to the salesperson's ideas and then states that the organization will be using a different vendor. The salesperson is very upset but maintains a professional demeanor. Which principle is the salesperson using? Self-regulation Social skills Empathy Self-awareness
Self-regulation occurs when an individual controls personal emotions, is transparent, and adapts to situations. This salesperson presents a proposal, receives a negative response, and controls personal emotions to adapt to the situation.
A chief executive officer (CEO) personally supports internal transparency for the organization. Which action by the CEO reflects this personal ethical belief? Sharing with employees how annual bonuses will be computed and awarded Hosting a community forum where local citizens can learn about the corporation Funding art initiatives for children's programs at the local art museum Designating offices as smoke-free to promote health and well-being
Sharing with employees how annual bonuses will be computed and awarded
What determines which traits are needed for effective leadership? Gender Education Location Situation
Situation
Which employee action illustrates a personal commitment to environmentally friendly business processes that also benefit the organization and local community? Participating in a mandatory management training program to prepare for a promotion Starting a recycling programming at the workplace to reduce landfill waste Beginning an exercise program in an effort to improve health and fitness Choosing to ride a bicycle to work in an effort to reduce greenhouse gas emissions
Starting a recycling programming at the workplace to reduce landfill waste - This type of program is related to the workplace and business processes. It reflects a personal commitment to environmentally friendly actions that will benefit the local community and organization.
What is a strategy that seeks to preserve a positive relationship between both communicators while still addressing the problem at hand? Written communication Nonverbal communication Verbal communication Supportive communication
Supportive communication
A manager is meeting with two employees to resolve a dispute about work responsibilities. The manager begins the meeting by explaining how valuable each employee is to the company and to each other, and the employees relax and work to resolve their dispute. Which technique did the manager use in the meeting? Supportive communication The 80/20 rule Clarifying questions Active listening
Supportive communication maintains positive relationships among individuals who are communicating while addressing problems and solutions. This manager begins the meeting by expressing how valuable the employees are to the company and to each other.
Which type of skill do managers exemplify when they have the ability to understand daily problems, provide solutions, and understand the skills required for their department to operate? Interpersonal Communication Technical Analysis
Technical skills refer to managers' ability to understand skills and processes that relate to their department. With technical skills, they can identify when there are issues and are able to provide solutions to problems.
Management Skills
Technical, Communication, Analysis
A junior accountant discovered fraud in the recording of accounts receivable and plans to report this information to the local media. Which law protects this junior accountant from retaliation by management of the company? Sarbanes-Oxley Act Securities and Exchange Act Civil Rights Act of 1964 Fair Labor Standards Act
The Sarbanes-Oxley Act mandates that all financial areas operate with transparency, makes it illegal to misrepresent the company's finances to company stakeholders, and protects whistleblowers.
Leadership
The activity of leading a group of people or an organization or the ability to do so. Influencing others toward a goal
Two coworkers are discussing proposed options for a new department-wide computer system. Coworker A shares their opinions, addresses the pros and cons of the system, and explains why this would be the best option. After finishing, Coworker A asks Coworker B for feedback as well as input and thoughts on the options. Which communication style is Coworker A exhibiting? Assertive Passive-aggressive Aggressive Passive
The assertive communication style is when someone clearly expresses their own thoughts and then seeks open and honest feedback.
A team member says, "I think we should purchase the less expensive of the two options. What does the rest of the team think?" Which communication style is being used by the team member? Aggressive Passive-aggressive Assertive Passive
The assertive communicator is capable of both presenting their own opinion and valuing the input of others in the process.
Charlie wants to determine a model for the company's culture across all locations worldwide, but he realizes he needs to balance several factors. Specifically, he wants to consider whether the culture should have an internal or external focus and whether the culture should focus on flexibility or stability. What model should Charlie incorporate? United Nations cultural dimensions Recruitment and selection dimensions Human resources analytics framework Competing values framework
The competing values framework is a model with four quadrants that balances whether the firm wants an internal or external focus and whether they want a flexible or stable culture.
Which characteristic of an organization is considered in the competing values framework? External versus internal focus of activity Small versus large employee base Open versus closed access to resources Passive versus active communication style
The competing values framework uses the degree of an organization's internal versus external focus to help define an organization's culture.
What is the definition of moral identity in the context of emotional intelligence? The way people respond when confronted with ethical dilemmas The way people pursue their needs relative to those of their society The degree to which people can withstand workplace-based stress The degree to which people see themselves as ethical and caring
The degree to which people see themselves as ethical and caring determines their moral identity.
cultural diversity
The existence of a variety of cultural or ethnic groups within a workplace
Research and Development (R&D)
The main functions of the R&D department are the following: product improvisation—Most products go through a life-cycle curve that eventually declines. Thus, if the company does not invest in innovation, it will quickly lose market share and profitability to new entrants or substitute products. new product development (NPD)—By the process of NPD, companies develop and launch new products in the marketplace to meet the changing needs and preferences of the consumers, increasing competition and advances in technology.
Process management
The management initiative to design work processes so that they align with the organization's strategic goals
A manager reads an industry report and learns that the company is still leading the competition in customer satisfaction ratings. The manager values this measure of success and commits to do whatever it takes to maintain that ranking the following year. Which competing value does this represent? Clan Market Hierarchy Adhocracy
The market culture is externally focused on profitability, achieving competitive advantage, market share and is results oriented. This manager is committed to do whatever it takes to maintain the highest customer satisfaction ratings in the industry, which represents market oriented values.
Which department in an organization is responsible for customer research, branding, and advertising? Customer service Human resource management Marketing Information technology
The marketing group researches for new ideas with customers, leads initiatives such as online advertising, and positions the product in the market.
Organizational culture
The shared values, beliefs, and norms of an organization that affect the strategies and operating procedures of the business
Attrition
The unpredictable and uncontrollable but normal reduction of work force due to resignations, retirement, sickness, or death
Marketing
This department serves as the "face" of the company and carries out the following functions: customer and market research—Whenever a new product idea is proposed in a company, the marketing department studies the market to evaluate the chances of the idea's success. It further helps set the pricing and positioning of the product. target market identification—The marketing department identifies the potential target audience based on the unique selling proposition (the characteristics that set the product apart from the existing products in the market). branding—The marketing department defines and positions the product and the company in the market to appeal to the target audience. advertising—The marketing team leads the initiatives to reach out to prospective customers. These initiatives include designing material, slogans, and visuals. The team also implements online advertising efforts such as using search engine optimization and managing social media feed to popularize the brand and the product itself. Those in advertising serve as a liaison to media (The Hartford Editing Team, n.d.).
What is the strategic value of implementing CSR? To increase profits and trust in the long-term while promoting positive community relations To help recruit, train, and maintain groups of local employees To maintain global operating guidelines such as those set by the WTO To generate a profit and meet the letter of the law in their business operations
To increase profits and trust in the long-term while promoting positive community relations - CSR is designed to increase long-term profits and shareholder trust while promoting positive community relations and maintaining high ethical standards.
A manager is meeting with an employee to provide coworkers' feedback on the employee's interpersonal skills. During the meeting, the manager and employee discuss methods for developing a plan to improve the employee's emotional intelligence in the workplace. Which method is the manager using to share emotional intelligence? Providing coaching programs for employees Modeling emotionally intelligent behavior Scheduling incident debriefs for employees Scheduling team meetings to share perspectives
Training and coaching programs are used to help individuals develop and use feedback to create their own emotional intelligence (EI) development plans. This manager is meeting with an employee to develop a plan to improve the employee's emotional intelligence (EI)
Which goal is one of the three main functions of communication in an organization? Enhancement of structural framework Transmission of information Coordination of competitive positions Establishment of a foundation for structural analysis
Transmission of information targets the communication within the organization itself. It is one of the three main functions.
A manager notices an employee frequently stands up during meetings when communicating and is often dismissive of other people's feelings. Which communication style is she exhibiting? Passive Aggressive Passive-aggressive Assertive
aggressive
A senior executive has received many complaints about the communication style of one of the managers. The manager will stand up for her own views and opinions, but the style she uses often violates the rights of others. She is also dismissive toward the feelings of others, which is also causing problems. Which communication style is this manager using? Passive-aggressive Passive Assertive Aggressive
aggressive
Which method of communication requires the receiver to interpret the message the way it was intended by the sender? Oral Nonverbal Effective Written
effective
Which channel of communication is classified as being lean? Online meetings Emails Face-to-face meetings Video conferences
emails
Which employee characteristic is Charlie addressing in the decision to relocate Carl Spith and Kim Arkle? Standards Morals Culture Ethics
ethics - Charlie is looking to hire employees with ethics that will maintain the corporate vision. Ethics is the personal values and principles that define what is right and wrong in a context. Ethics is essential in appropriate interactions with the organization's stakeholders throughout the different regions.
Although a car stereo manufacturing company has been expanding into new markets around the world, the CEO wants to maintain a rich form of communication among leaders throughout the new offices. The CEO wants their communication to remain interactive and wants to allow for two-way communication while still being able to identify nonverbal forms of communication. Which form of communication accomplishes these goals? Social media Voice message Teleconference Face-to-face
face to face
Which type of leader behavior focuses on supervisory functions? Job-centered Initiating Consideration Employee-member-centered
job-centered - This refers to supervisory functions such as coordinating work activities and providing resources.
A senior executive recently had a meeting with a manager from one of their largest suppliers in Asia. The executive felt that the body language, tone of voice, and facial expressions of the manager indicated their company was not happy with a recently agreed-on contract. Which form of communication led to this conclusion? Written Non-expressed Oral Nonverbal
nonverbal
Human Resources (HR)
labor laws compliance—HR personnel must be well versed in the state's labor laws and diligently comply with them. recruitment and onboarding—The department is responsible for advertising open positions, interviewing, negotiating salary and benefits, hiring candidates, and preparing onboarding training material and policy handbooks. payroll compensation and benefits—HR is responsible for accurately calculating salaries and providing benefits such as healthcare, life, and disability insurance; leaves; tuition assistance programs; and any other benefits mentioned in the employment contracts. internal relations—HR managers mediate any internal rifts and disputes among employees or between the employer and the employees. training and development—The HR team prepares current employees for future leadership and management positions and provides more fulfilling work experience to the employees. Furthermore, the department conducts performance appraisals and runs reward programs to encourage good performance and retain talent. safety and maintenance—HR ensures the maintenance of government-mandated and industry-specific safety standards and conducts workplace safety training to increase safety awareness (Mayhew, 2019).
One of a company's new offices is suffering from low morale even though the employees are working toward corporate goals. The owner notices that there is a disconnect between the supervisor and the employees. The owner thinks that the employees are only responding to the supervisor's directives out of duty. Which title encompasses the behavior of this supervisor? Leader HR director Individual contributor Manager
manager
A manager notices an employee is frequently hesitant to speak up during meetings and share his thoughts or beliefs, even in cases when the employee is being wronged. Which communication style is this employee exhibiting? Assertive Passive-aggressive Aggressive Passive
passive
An executive is struggling to communicate effectively with one of her company's new managers. The new manager is hesitant to share his thoughts and beliefs and often sounds apologetic when speaking. Which communication style is the new manager using? Passive Passive-aggressive Aggressive Assertive
passive
During a department meeting, an employee tends to avoid making eye contact with others. Which type of communication style does this represent? Passive-aggressive Assertive Aggressive Passive
passive
Which aspect of effective oral communication is important to remember? Managing the time-lapse involved with the receiver's interpretation and response Removing the focus on the nonverbal dimension of communication Paying particular attention to body language and gestures Choosing the most effective medium to communicate the message
paying particular attention to body language and gestures
Which of the following directly influences an individual's behavior and communication style? Language barriers Marital status Ethnicity Personal beliefs
personal beliefs
A product development team placed the prototypes they designed into the field to see if the products would work to learn how usable and workable they are and obtain users' reactions. In which stage of the design thinking process is the team engaged? Ideate Define Empathize Test
test
