MGMT 309 Test 3:Chapter 17— 10—13—12

Your company uses a performance evaluation device that contains an item that looks like Table 1. What kind of evaluation device is this?

Graphic rating scale

Which of the following is an example of body language?

a. The speed at which we speak b. Eye contact c. Our style of dress d. Hand gestures e. All of these choices ALL THE ABOVE

Which of the following statements are accurate about job specialization?

a. Workers are more proficient. b. Equipment is more specialized. c. Training is simplified. d. Workers are more likely to be bored. e. All of these choices ALL THE ABOVE

Sears has departments for clothing, tools, jewelry, and home goods. This is an example of departmentalization by

product.

When the CEO of an auction company developed chest pains and went into the hospital, the news instantly traveled throughout the organization when one person told groups of people, who then told more groups. Which type of grapevine was most likely used in this situation?

Cluster

____ is the determination of an individual's work-related responsibilities.

Job design

Although a pay increase would be useful when a change in job design is made, for which of the following would it be expected?

Job enlargement

__, as an alternative to specialization, has the disadvantages of raising training costs, unions arguing for more pay for doing more tasks, and worker boredom setting in.

Job enlargement

Which of the following methods of coordination is MOST appropriate for pooled or simple sequential interdependence

Managerial hierarchy or rules and procedures

Written pages, face-to-face discussion, and airwaves are examples of

communication channels.

Meaning, encoding, transmission, and decoding are the elements of

communication.

The process of sending and receiving information from one person to another is called

communication.

In human resource management terminology, the bonus that a manager may receive is referred to as

compensation

All of the following are bases for departmentalization EXCEPT

competition.

Plastic Polymers has employees working three different shifts. Based on this information, we can surmise that the employees are organized on the basis of

time

Employers are required by law to provide their employees with ____, a benefit.

workers' compensation

One of the major disadvantages associated with the so-called special performance test is that it

fails to measure the employees' work motivation.

Some companies now have a chief ethics officer. They usually have a legal background and are responsible for whistle-blowing, ethics training, financial statements review, and investigations. This is an example of ____.

job specialization

Lawrence Burch is a tire handler for the Newman racing team. The pit crews in auto racing use

job specialization.

You are reading a document that says that a job applicant must have a valid driver's license, be a citizen of the United States, and be available evenings and weekends. You are reading a

job specification.

Top managers at GE are highly regarded by other companies. They are frequently approached by executive search firms with information about openings at other companies. The managers are examples of

knowledge workers.

One of the most hated weeks at the college's alumni office was the week in which the alumni newsletters were prepared for mailing. The process of folding, stapling, sorting, and affixing labels was all done by hand and required the assistance of everyone who worked in the alumni office. Then the alumni director purchased a machine that would perform all of the tasks that had once been done manually. The director decided to purchase the machine to improve group relationships and to remove the cause of much of the organization's stress. This is an example of an organization development intervention technique known as

technostructural activities.

Selecting managerial employees sometimes involves a specially designed technique called

an assessment center.

The California Highway Patrol Academy has all of its candidates for promotion attend a multiple-day evaluation session during which they undergo a battery of tests, interviews, and simulated work experiences. This is an example of

an assessment center.

Which of the following is NOT an alternative to job specialization?

Job delegation

At BMW the marketing department helps develop sales forecast for the operations managers, who give availability information to dealerships. When dealerships have a specific order, they send it to operations. What level of interdependence does this example represent?

Reciprocal

The activities of a hospital depend on information sharing between admissions, nurses, doctors, the laboratory, pharmacy, and housekeeping. What level of interdependence is this?

Reciprocal

The public relations department at Siemens depends on information provided by other departments to write a press release. The press release is then reviewed by the directors before announcement. What level of interdependence does this represent?

Reciprocal

Reengineering is needed when an organization

Recognizes entropy.

The manager's role as monitor is essential to which step in the comprehensive approach to change?

Recognizing the need for change

Leah is in a meeting. She is freezing, so she has her arms and legs crossed. Paul observes her and thinks her body is crossed because she does not like the information she is receiving. If Leah would speak up, this barrier could be eliminated.

Reluctance to communicate

Often the most difficult part of performance appraisal is

feedback.

Susan is a joke writer for late night television. She used to receive the "setups" someone else wrote. Now she is included in writing the "setups." This is an example of

job enrichment.

All of the following are steps in human resource planning EXCEPT

job evaluation.

Spouses of military members used to complain they could not find jobs because they moved every three years with the military. But with the increased demand for ____, some organizations value the ability to make a relatively short-term commitment by hiring military spouses.

temporary workers

Title VII of the 1964 Civil Rights Act is enforced by

the Equal Employment Opportunity Commission.

The focus of the organization development intervention technique known as technostructural activities is on

the design of the organization, its transformation processes, and how they interrelate with people.

When staff and line managers together determine what aspects of a job they want to reward and how much those factors are worth, they are in the process of making a(n) ____ decision.

wage-structure

Decentralization is NOT usually pursued

when the home office wants to maintain control.

The primary change required to convert to making pipe out of plastic rather than steel or copper is in the area of

work process.

Teachers at South Elementary School are allowed to pair up and teach a class twice as large as others. This allows the teachers to specialize in the subjects they most enjoy. This is an example of

work teams.

The National Labor Relations Board will conduct a union certification election if

30 percent of the potential bargaining unit sign authorization cards.

Which of the following would be likely to include all forms of organizational communication?

A daily staff meeting

What would most likely cause an organization to decentralize?

A dynamic or complex environment

A wide span of management produces

A flat orginzation

____ is an informal communication network among people in an organization.

A grapevine

Which of the following is NOT a reason why employees are resistant to change?

A high level of risk propensity

Howard has a six month old son. Howard is thankful for the ____ every time he pushes a stroller down a ramp or has more space in a store. The act has helped a broad range of people.

Americans with Disabilities Act

Harriet has a drinking problem. After a drinking-related incident at work, she sought treatment. Courts are increasingly ruling that her condition is covered under the

Americans with Disabilities Act.

Allison and William both started working at the newspaper on the same day. Allison is single. William is married with six children. Allison's benefit package includes extra vacation time and stock options. William takes the minimum vacation time. His benefit package includes dental and medical coverage as well as tuition reimbursements. The newspaper for which Allison and William work obviously offers its employees a(n)

Cafe benefits plan

____ is the systematic retention of power and decision-making authority by top management.

Centralization

Which of the following is NOT an example of an organization change produced as a result of changing people?

Changing organizational culture

An organizational grapevine would be most likely to form in the absence of what kind of communication?

Downward

Which of the following is NOT necessary for communication to take place?

Each of the elements occurs in a relatively short time

Which of the following statements does NOT describe a characteristic of the grapevine?

Everyone is always included.

Eduardo developed brain cancer. His wife accompanied him to Boston where he received experimental surgery. The ability to leave her job and know that it would be hers when she returned was made possible by the

Family and Medical Leave Act of 1993.

____ is a method for overcoming resistance to organization change.

Force-field analysis

Which of the following is the MOST commonly used basis for departmentalization, especially among small businesses?

Function

At Haldeman Ford dealership employees specialize in sales, service maintenance, customer service, and accounting. What form of departmentalization does Haldeman use?

Functional

Which of the following methods of departmentalization groups jobs according to their involvement in the same or similar activities?

Functional

____ departmentalization has the advantage of reducing the number of skills a manager must possess.

Functional

Which of the following represents organization change by means of a change in people?

Implementing a new performance appraisal system

American food companies invested heavily in low-carb foods. Then questions arose about the health consequences of the high-protein diets. The market for low-carbs foods dropped significantly. In terms of the innovation process, low-carb foods are an example of

Innovation decline.

Employees of CNN saw military boats around D.C. and someone said they heard gunfire. CNN reported military action. However, there was no gunfire and the Coast Guard was doing training only. This illustrates which disadvantage of oral communication?

It can be quite inaccurate.

Which of the following statements about the grapevine is FALSE?

It is a useful way to transmit confidential information.

____ are most alike in terms of the amount of authority and responsibility workers are given with each.

Job enrichment and work teams

Which of the following is NOT a factor that affects the wage-level decision?

Job evaluation

____ is used to determine the relative value of jobs within the organization.

Job evaluation

In which alternative to specialization does the job itself remain the same, which means satisfaction usually wanes quickly?

Job rotation

Procter & Gamble is departmentalized, in part, on the basis of product. Which of the following characteristics would you expect to find at Procter & Gamble?

More effective evaluation of the performance of individual products or product groups than with functional departmentalization

Which of the following statements about written communication is FALSE?

Most managers prefer written communication to oral communication.

Which of the following laws requires management to bargain in good faith with the designated employee representatives?

National Labor Relations Act (Wagner Act)

Unions appeal to many workers because they feel that if a change is coming the union will represent them and be involved in the change process. This is an example of

Participation

Which of the following is an individual barrier to effective communication?

Poor listening skills

Which of the following statements describes an advantage of oral communication?

Promotes prompt feedback and interchange

Which of the following sender techniques for improving communication is probably most important?

Providing channels for feedback

Which barrier to communication exists when two people attach different meanings to the same word?

Semantics

Which of the following would NOT be considered noise in the communication process?

Sender and receiver asking questions

Insurance claim clerks handle cases based on policy number. What basis of departmentalization does this represent?

Sequence

Tammy is trying to decide how many subordinates to assign to a first-line supervisor. The subordinates are well qualified and all working on very similar tasks. Also, they are all located in one small area of the plant. On the other hand, the supervisor in question has a large quantity of paperwork to do each day. What should Tammy do?

She should use a broad span of control.

Which of the following is NOT one of the major areas in which organization change takes place?

Social responsibility

Dahlia is chief legal counsel for Saks Fifth Avenue. Her position is considered a(n) ____ position.

Staff

Which of the following is an example of downward communication?

Standard operating procedure

Which of the following coordination techniques is appropriate when interdependence is of the complex reciprocal variety?

Task force

Which of the following statements describes a characteristic of job rotation?

The jobs themselves remain the same.

Which of the following is a potential area of concern for managers when they use internal sources to fill a vacant position?

The ripple effect

The night shift at a plant is an example of which departmentalization?

Time

Which of the following federal laws does NOT have a direct impact on human resource management?

Trademark Law Revision Act of 1988

Desiree is reluctant to take a promotion because it involves moving. She knows little about the area she would be living in. According to the text, the most likely reason for such employee resistance to change is

Uncertainty

The CEO retired abruptly. Her replacement will not be announced until a thorough search is completed. In the meantime, managers are playing it safe. As a result of ____, the managers are resistant to change.

Uncertainty

The best time to use oral communication is when you have to exchange

a brief, time-sensitive, personal message.

George is an average performer in a high-profile job. Since he appears to come through at critical times, his performance is usually rated above less critical jobs performed by exceptional people. George benefits from

a halo error.

Giovanna is very competent. She works in a relatively predictable environment. All of his subordinates do the same activity with few problems. This situation would tend to call for

a wide span of management.

Which of the following would be classified under the broad heading of organization change by means of technology and operations?

a. A company that makes battery-powered flashlights decides to replace the metal cases with lighter-weight plastic ones. b. A manufacturer change replaces final inspections with periodic inspections. c. An insurance company alters the process of logging and verifying claims. d. A company consolidates its offices to take advantage of PC networking. e. All of these choices ALL THE ABOVE

To which of the following management functions does communicating directly relate?

a. Controlling b. Planning c. Leading d. Organizing e. All of these choices ALL THE ABOVE

Which of the following is an organizational barrier to effective communication?

a. Credibility b. Reluctance to communicate c. Poor listening skills d. Conflicting signals e. None of these choices NONE

Which of the following is a type of organizational communication?

a. Downward communication b. Upward communication c. Horizontal communication d. Electronic communication e. All of these choices ALL THE ABOVE

Which of the following is an example of communication?

a. Radio b. Texting c. A listener folding her arms d. A baby crying e. All of these choices ALL THE ABOVE

Title VII of the 1964 Civil Rights Act did NOT prohibit discrimination on the basis of ____. A later act prohibited it.

age

Integrating departments

are more permanent than task forces.

In theory, delegation from a manager to a subordinate consists of

assigning responsibility, granting authority, and creating accountability.

If a manager decided to respond to a grapevine by ____, it would most likely be a waste of his or her time.

attempting to eliminate it

A 360 degree feedback appraisal gets input from the

boss, subordinates, and peers.

One of the major disadvantages of ranking as an appraisal method is that it

cannot be used to compare people in different work groups.

Effective delegation incorporates all the following steps EXCEPT

closely supervising the subordinate following the delegation.

Organizations holding federal contracts exceeding a certain dollar value must have affirmative action plans according to

executive orders.

Managers should make changes only when they are absolutely necessary, should announce them well in advance, and should implement the changes gradually. This is referred to as

facilitation.

A municipal government has departments for construction, fire, first aid, schools, taxes, public works, and recreation. It ____ departmentalization.

functional

Passive nondiscrimination requires employers to

give all job applicants equal opportunity to be hired.

labor agreement is enforced by the

grievance procedure.

Employment tests that have been determined to have an adverse impact can be used as selection devices ONLY if they

have been shown to predict success on the job.

When a TVA employee found 173 screws lying on the ground underneath a large electrical transformer during his lunch break, he asked some of his coworkers who were with him what they thought he should do. This is an example of ____ communication.

horizontal

When the marketing director coordinates with the production director they are engaging in ____ communication.

horizontal

A work team composed of various functional managers would tend to encourage

horizontal communication.

Donald Rumsfeld said "Going to war without the French is like going deer hunting without your accordion." This is an example of

images.

Organization change by means of change in technology and operations occurs when an organization

implements ERP.

The best time to use written communication is when you have to exchange

important details.

Studies of the organization change process found that participation

increases productivity and cooperation.

Research indicates that managers spend most of their time

interacting with others.

When a British student was in class he asked to borrow a rubber from the person next to him. An American student would have asked for the person's eraser. The confusion was caused by

language differences.

Young adults use acronyms when texting. Many adults do not understand them (which is the point after all). This is a deliberate use of

language differences.

When labor disputes go to final and binding arbitration, arbitrators

listen to both sides of the case.

An appropriate basis of departmentalization for multinational companies is

location.

Edward Lewis, CEO of Essence Communications, strolls around the organization and starts spontaneous conversations with employees and others involved with the company. He says it allows him to keep his finger on the pulse of the organization. Lewis engages in

management by wandering around.

Guidelines for ____ are generally NOT contained in a labor agreement.

management's salary

The first step in the communication process is

meaning

The communication process is

meaning, encoding, transmission, decoding, feedback.

Span of management is the

number of subordinates reporting to a particular manager.

While some employers are upset by regulations that set the legal limit on how far apart the risers on a ladder can be, OSHA safety standards are intended to

prevent on-the-job accidents.

The average age of Americans is getting older. Baby boomers are starting to turn 65. Morgan Stanley installed lighting that is friendlier to older eyes. This is an example of a(n) ____ innovation.

process

Walgreens plans to install call buttons near heavy items in their stores. This is an example of a(n) ____ innovation.

process

GM has a division for GMC trucks and one for Buicks, Oldsmobiles, and Cadillacs. This is an example of ____ departmentalization.

product

Administrative intensity is the

ratio of staff positions to line positions.

When you call Comcast, the message says, "Your phone call may be recorded for training purposes." Comcast uses recordings to improve interpersonal contact training. Comcast is most likely using

role-playing and case discussion groups.

Life guards at a public pool change positions every thirty minutes. They use job ____.

rotation

Which of the following refers to the number of subordinates who report directly to a given manager?

span of mgmt

Job ____ refers to the degree to which the organization's overall task is broken down and divided into smaller component parts.

specialization

The starting point for all job design activities is determining the level of desired

specialization.

Jerry is chief ethics officer. He is involved with risk management, stakeholder relationships, whistle-blowing, ethics training, investigations, and preparation of financial statements. Jerry has a(n) ____ position.

staff

AT&T frequently asks its employees to measure such things as workers' job satisfaction. This is an OD technique known as ____.

surveys

One outcome of good interpersonal relations in organizations is

synergy.

During the Lewin model's second step in the change process

the change is implemented.

Marsha just received a letter of complaint from one of her customers. She called her sales manager to remedy the problem and is now faxing a reply to her customer. This is an example of

the communication process.

During the term of a labor contract, disputes are resolved by

the grievance procedure.

John Hansen was promoted from vice president to president. One of his subordinates was promoted to vice president. These promotions resulted in

the ripple effect.

When managers delegate responsibility and grant authority to their subordinates

they are still ultimately responsible for the results.

Which of the following actions exemplifies the first step in the comprehensive organization change model?

Gathering employee complaints and noticing a trend

Given the environment in which organizations must function today, which of the following statements about human resource management (HRM) is FALSE?

HRM should be left to line managers because they know their people best.

The systematic collection and recording of information about jobs in the organization is known as

Job analysis.

In Rachelle's office, the most effective communication takes place when each subordinate talks only with her because the work done is relatively simple. According to the research on communications networks, what type of network would be most effective in her office?

Wheel

Another name for span of management is span of

control

All of the following are reasons to use coaching and counseling as an organization development intervention technique EXCEPT

to provide an evaluation of current performance

When managers let people who will be affected by an impending change know the reasons for the change, the ____ stage of the Lewin model of organization change has been reached.

unfreezing

The United Food and Commercial Workers Union has been trying to organize labor at more than 90 Wal-Mart stores. The union is an example of

An external force for organization change.

Which of the following would probably have the highest content validity?

Assessment center exercise

Table 2 is one item out of your performance evaluation. What kind of evaluation device does your company use?

Behaviorally-anchored rating scale

____ is a discussion process between union and management that focuses on agreeing to a written contract that will cover all relevant aspects of their relationship.

Collective bargaining

Which of the following information is included in a job description?

Conditions under which the work is done

Darin, the human resources manager of a local firm, makes sure that the firm is paying men and women the same if they are doing the same job. The legal constraint that he is abiding by is the

Equal Pay Act

According to the text, what is probably the most effective way to use staff positions?

Give them functional authority

During which phase of the organizational innovation process do most organizations have access to an innovation and apply it in the same way?

Maturity

As Americans get older, more stores are ensuring parking spaces are bigger, closer, and plentiful. What kind of changes are they making?

Mechanical

Which of the following labor regulations could have potentially prevented a 2006 mine accident in West Virginia that killed 11 miners?

Occupational Safety and Health Act

A company that requires everyone working on a computer to use a gel hand rest would be in accordance with the

Occupational Safety and Health Act.

What approach to formal information systems is an organization taking when it appoints an individual to become familiar with and to provide for the information needs of the organization's various units?

Operational

Paul supervises a crew engaged in laying a pipeline from Dallas to Ponca City, Oklahoma. The crew is able to lay about a mile of pipe each day. Supplies of pipe are delivered by truck to various points along the pipeline route. When shipments of pipe are delayed, it results in a work stoppage for Paul's crew. What level of interdependence does this represent?

Sequential

Which of the following is characterized as a barrier to communication resulting from interpersonal dynamics rather than from a characteristic of the sender or the receiver?

Status differences

The idea that organization change may have substantial effects extending far beyond the area in which the change actually takes place relates to one of the integrative management theories presented earlier in the text. What is that theory?

Systems theory

The process for determining compensation requires employers to go through which process?

Wage-level, wage structure, and individual wage

Which of the following statements describes specialization?

With specialization, workers are more likely to be absent.

____ created an insurance program to provide income for workers while they recover from on-the-job injuries.

Workers' compensation

In large organizations you would expect to find ____ departmentalization(s).

a combination of two or more

All of the following are examples of nonverbal communication EXCEPT

a conference.

Which of the following is a type of intervention or activity commonly used in organization development?

a. Education b. Survey feedback c. Intergroup activities d. Life and career planning e. All of these choices ALL THE ABOVE

Which of the following is likely to occur if electronic communication is used at the expense of face-to-face meetings and conversations?

a. It will be harder to build a strong organization culture. b. It will be harder to develop solid working relationships. c. It will be harder to create a mutually supportive atmosphere of trust and cooperation. d. It will be easier for members of the organization to work from widely separated locations. e. All of these choices ALL THE ABOVE

Which of the following factors influences the effectiveness of the span of management?

a. Standardization b. Frequency of new problems c. Physical dispersion d. Competence of the manager e. All of these choices ALL THE ABOVE

Which of the following is a channel of communication?

a. Telephone call b. Letter c. Facial expression d. Job interview e. All of these choices ALL THE ABOVE

The office grapevine usually is not linear at all but an informal ____ communication network.

all-channel

Mentors within an organization can help map out what areas the individual is most interested in and help the person see what opportunities are available within the organization. This is part of ____.

career planning

The most appropriate training technique for PepsiCo to teach its employees to make ethical decisions would be

case discussion groups.

An organization is ____ when power and control are kept at the top levels of management.

centralized

Hospitals have sections devoted to senior citizens (geriatric wards), children (pediatric wards), cancer patients (oncology wards), heart patients (coronary units), etc. From this information alone, you would say that hospitals use ____ departmentalization.

customer

After a message is transmitted, it must then be

decoded.

Graicunas quantified three kinds of interactions with subordinates. They are

direct, cross, and group.

Job ____ requires that autonomy be part of the job.

enrichment

The extent to which workers know how well they are doing in their jobs is called

feedback.

Before he can delegate, Manuel needs to train a subordinate. But Manuel believes that he will lose too much time if he teaches the subordinate, so he keeps doing the work himself. As a result of ____, Manuel refuses to train the subordinate.

feelings of loss

With job enrichment, workers can ____. This does not occur with job enlargement.

find their authority and responsibility are increased

Yoshiko is the manager of the accounting department. She has an assistant manager who reports to her. Four supervisors also report to her from other divisions. The supervisors have three subordinates each. Yoshiko has a span of management of

five

The biggest single drawback of written communication is

its slow feedback and interchange. its lack of clarity.

Veronica has a high growth-need. She never wants to feel stagnant. She would like ____.

job characteristics approach

Steve sells traffic signs and tape to municipalities. In his region he has a few affluent communities that order the best items. Carla has even more communities in her region that are affluent, and she sells even more items. If their supervisor does not use some adjustment factor to account for the differences in regions when evaluating the performance of the two workers, the evaluations will exhibit

opportunity bias.

Google announced plans to make its search engine more accessible through "widgets" and online notebooks. This is an example of

organization change.

The Age Discrimination in Employment Act

outlaws discrimination against workers older than 40.

Metavante Corporation is a provider of data processing for banking companies. In a ____ change, it decided to buy Derivion Corporation, a company that allows organizations that bill consumersutilities, insurance firms, and telecommunications companiesto outsource electronic billing functions. Metavante has a long-term growth strategy that it has been implementing in an orderly fashion, and the purchase seemed appropriate to further its strategy

planned

Weather forecasts give a few days notice for when and where a hurricane is expected to travel. Businesses try to shift from reactive change to ____.

planned

The two basic approaches to validation are

predictive and content.

When organization change involves the planned alteration of the control systems or work activities, the change primarily involves the area of

technology and operations.

When the retailer Talbot's opened its website and made most of the items that it sells through its stores and retail outlets available at its web store, this was an example of organization change through a change in

technology and operations.

In unionized firms, internal recruitment methods are

usually required in the labor agreement.

State employees have grades 1-9, and within each grade they have steps 1-5. This is an example of

wage structure

____ is the systematic distribution of power and authority to middle and lower-level managers throughout the organization.

Decentralization

____ results from maximum delegation throughout the organization.

Decentralization

Which of these is associated with a smaller span of management?

Subordinates who are widely dispersed

Which of the following is NOT an objective measure of performance appraisal?

Ranking of coworkers by their superior

The steps in the reengineering process do NOT involve

changing the attitudes of workers.

The first stage of the organizational innovation process is

developing.

____ requires line managers to at least listen to comments and suggestions from staff agencies even if they do not take the advice

Compulsory advice

A recent survey found false or inflated information in which of the following?

Job applications

Which of the following factors is an internal force for change?

A change in attitude of workers toward unannounced layoffs

If you are required by the courts or other directives to have an affirmative action plan, which of the following actions must you take?

Actively recruit minorities so your labor force will eventually be the same as the relevant labor market

Which of the following statements does NOT describe an advantage of product departmentalization?

Administrative costs are lower.

Which of the following is a common disadvantage inherent in product, customer, and location departmentalization?

Administrative costs tend to rise due to an increase in the size of staff.

Some employers have instituted a(n) ____. This allows employees, within limits, to choose a benefit package that best suits their own needs.

Cafeteria benefits plan

When a TVA employee found 173 screws lying on the ground underneath a large electrical transformer, he immediately reported it to his supervisor, who instructed the employee to forget what he had seen. The employee then began to talk about his find to his coworkers. The coworkers then told more people, and the story about the generator and the supervisor who said to forget it traveled all over the organization via which type of grapevine?

Cluster

Which of the following statements about communication and the manager's job is TRUE?

Communication is a part of almost all managerial activities.

____ are employees whose contributions to an organization are based on their mental abilities.

Contributory employees

____ involves linking together the activities of the various parts of an organization to promote harmonious movement toward organizational goals.

Coordination

____ deal with the distribution of authority.

Decentralization and delegation

Which of the following? is NOT a part of the organizational structure

Decision making

A pastor at a large church shares responsibilities with a student ministries coordinator. This is an example of

Delegation

____ is the grouping of jobs into some logical arrangement.

Departmentalization

Which of the following individual skills for improving communication is probably most important?

Developing good listening skills

When the message that is received is basically the same in meaning as the message that was sent, the communication is said to be

Effective.

Which of the following statements describes an advantage of job specialization?

Employees become experts.

What must happen first before employees can form a new local union?

Employees must become interested in having a union.

Which of the following statements is NOT a fundamental assumption of organization development?

Employees normally take an adversarial stance with respect to the organization.

Which of the following factors does NOT influence the effectiveness of the span of management?

Extent of job rotation used

Which of the following is NOT a type of intervention or activity commonly used in organization development?

External recruitment

Marty works at a call center. Last week he worked 48 hours. According to the ____, he should receive overtime for the time he worked in addition to his regular 40-hour shift.

Fair Labor Standards Act

The ____ requires payment of overtime to employees who work more than 40 hours per week.

Fair Labor Standards Act

A law proposed in Maine planned to deny the minimum wage to welfare recipients in jobs that they take as part of their work requirements. This proposal was in defiance of the

Fair Labor Standards Act.

Which of the following is most likely to cause line managers to see staff members as a threat to their authority?

Functional authority

Which of the following types of communication does NOT typically follow formal organizational channels of communication?

Grapevine

Which of the following statements about the grapevine is TRUE?

Grapevine information is fairly accurate.

Which of the following forms of organizational communication is very useful for coordinating the efforts of interdependent units in an organization?

Horizontal

____ communication is more likely to occur among managers than among nonmanagers.

Horizontal

Those activities directed at attracting, developing, and maintaining an effective workforce are called

Human Resource Mangement

Which of the following statements does NOT describe an advantage of oral communication?

It is accurate.

Which of the following statements describes a problem associated with the Lewin model of organization change?

It lacks operational specificity.

____ can be used to balance with specialization.

Job rotation

Which of the following labor laws increases management's rights during union organizing campaigns?

Labor-Management Relations Act (Taft-Hartley Act)

Which of the following laws gives the president the authority to seek a court injunction to force striking unions to go back to work for 80 days when, in the president's opinion, the strike endangers the health and safety of the nation?

Labor-Management Relations Act (Taft-Hartley Act)

Which of the following is an advantage of tall organizations?

Less administrative and supervisory responsibility for managers

Kimberly-Clark offers a training program where store managers wear glasses to blur their vision, simulating older shoppers. What kind of innovation is this?

Managerial

Demetra is head underwriter for Beta Insurance. The administrative section that receives applications from the sales force and gathers other information that the underwriters need works for her. The underwriting department also comes under her supervision. What coordination technique does this represent?

Managerial hierarchy

____ is anything that interferes with the communication process.

Noise

____ is defined as substantive modification of any part of an organization.

Organization change

AIG went through a crisis and the federal government stepped in to keep it from failing. With the government intervention came new scrutiny of the actions and pay of top executives. The executives earned negative headlines repeatedly because they did not change their behavior. Politicians, tax payers and news media called for change. This is an example of an organization change attempt focused on influencing

PEOPLE

Which of the following actions would violate the intent of the Equal Pay Act?

Paying a woman less than a man doing the same work because she is the second wage earner in a dual-career family

Which of the following statements does NOT describe an effect that telecommuting has on organizations and the people in them?

People keep up better with the advancements in their field because they have more time for study.

On which basis does current employment law permit an employer to pay different amounts to workers on the same job?

Performance

According to the text, which of the following behaviors is NOT a type of interpersonal interaction occurring in organizations?

Predictive

Rose Marie's boss tells her what to do, not how to do it. Which of the following statements is TRUE?

Rose Marie apparently has a high degree of autonomy in her job.

At Cornercopia plant nursery, customers place orders and arrange payment and delivery. The order is sent to the delivery department with where and when delivery is expected. What level of interdependence does this example represent?

Sequential

With respect to their use as coordinating devices, what is the difference between a task force and an integrating department?

Task forces are more temporary.

Which of the following is NOT a force in the task environment that requires an organization to change?

Technology

Who is responsible for overseeing the process of forming a local union?

The National Labor Relations Board

In Organization A, three people are assigned to each supervisor. In Organization B, six people are assigned to each supervisor. Assuming that the number of people in both organizations is the same, which of the following relationships exists?

The span of management in Organization A is narrower than in Organization B.

When organizations rely on contingent workers, they need to be careful of all EXCEPT which of the following?

They pay above-average wage-level.

Legislation that places constraints on the selection of employees includes

Title VII of the Civil Rights Act and the Age Discrimination Act.

If overstaffing is expected, the main options are all EXCEPT which of the following?

To limit production

Which of the following exemplifies a people change that would result in an organization change?

Training programs

Which of the following forms of organizational communication is most likely to be distorted?

Upward

Sailaja manages a department with few standard procedures. Members are located in various parts of the state, but they are well connected electronically. The department performs tasks requiring a great deal of interaction between manager and subordinates. When structuring this department, what should she do to most effectively supervise its activities?

Use a narrow span of control

Effective communication would be most important for

a pilot transferring control of the aircraft.

As Nilu listens, the interviewer talks about the company's on-site child care, health insurance, dental plan, and vacation time. The interviewer is discussing

benefits

Which of the following statements describes an advantage of functional departmentalization?

a. Organizational decision making is faster. b. Each department is staffed by experts. c. Functional managers can easily control activities within the department. d. Areas of responsibility are clearly defined. e. All of these choices ALL THE ABOVE

Which of the following is an example of vertical communication?

a. Performance evaluation interview b. Company newsletter c. Sales manager conducting a sales meeting d. Employee calling in sick to his or her supervisor e. All of these choices ALL THE ABOVE

Which of the following is a selection technique?

a. Tests b. Interviews c. Assessment centers d. Application blanks e. All of these choices ALL OF THESE

Which of the following factors influences the encoding process?

a. The content of the message b. The familiarity of the sender and receiver c. Sender's personal distractions d. The message composition or makeup e. All of these choices ALL THE ABOVE

Which of the following statements describes a barrier to effective delegation?

a. The manager may feel it will be quicker to do it herself. b. The manager may be afraid of looking inferior to the subordinate. c. The manager may feel her communication skills are not strong enough. d. The subordinate may feel that the task is not in her job description. e. All of these choices ALL THE ABOVE

Employees in staff positions

a. are part of the direct chain of command. b. are given total responsibility for the achievement of organizational goals. c. have more authority than people in line positions. d. have the same organizational purpose as employees in line positions. e. None of these choices NONE OF THESE

The reengineering of an organization involves

a. business process change. b. potential major gains in service capabilities. c. changing all aspects of a business. d. the expenditure of cost and/or time. e. All of these choices ALL THE ABOVE

Interpersonal communication

a. can be written. b. can be oral. c. is affected by noise. d. occurs between people. e. All of these choices ALL THE ABOVE

Delegation enables managers to

a. get more work done. b. have experts address specific issues. c. develop subordinates. d. work more efficiently and effectively. e. All of these choices ALL THE ABOVE

The advantages of a flat organization include

a. greater communication between upper and lower levels of management. b. lower total managerial costs. c. flexibility. d. improved employee productivity. e. All of these choices ALL THE ABOVE

Organizing

a. is the second basic managerial function; it follows planning and decision making. b. involves shaping the organization over time and is never truly finished. c. involves grouping activities and resources. d. can help the organization be flexible. e. All of these choices ALL THE ABOVE

Performance appraisals are a formal assessment of employees that should be conducted regularly because they

a. validate selection methods. b. establish a basis for rewards. c. provide feedback to help employees improve performance. d. help determine training and development needs. e. All of these choices ALL THE ABOVE

An employment test is judged to have a(n) ____ on minority applicants if the pass rate for the minority group is less than about 80 percent of the pass rate for the majority group members.

adverse impact

An African American surgeon on a Chicago hospital staff was admitted to the internship program because of his race, even though he had lower grades and test scores than other applicants. This acceptance, which was mandated by the government, indicates that the hospital used

affirmative action.

A company blog at Wegmans gathers information from a group of people on a topic. For example, everyone who interviewed a prospective job candidate could post their assessment on a blog and comment on each other's observations. This is an example of a(n) ____ communication network.

all-channel

Global positioning systems went from military use to hand-held, affordable, individual use. In terms of the innovation process, this is an example of

application launch.

Cole, Inc. has determined that its forecast demand for middle managers is greater than its forecast supply. All of the following would be appropriate actions EXCEPT

attrition.

Girl Scout leader volunteers attend monthly leader meetings to learn about changes in rules and procedures. This is an example of

centralization.

The term ____ suggests that there must be a clear and unbroken line of authority and responsibility from the lowest to the highest position.

chain of command

____ is defined as clear and distinct lines of authority among all positions in an organization.

chain of command

Organization ____ is a planned effort that is organization-wide and managed from the top. It is intended to increase organizational effectiveness and health through planned interventions in the organization's processes using behavioral science knowledge.

change

The two most commonly occurring grapevines are

cluster and gossip

Recruiters need to keep in mind the employment decision goes both ways, and the perspective employee is selecting a job. One of the best tools for getting a good match between the job and the person filling the job is to

conduct a realistic job preview

A preemployment test that requires applicants to perform the same kinds of tasks as they will actually do on the job will have high

content validity.

Maurice asked Sylvia, "Does your telephone system have a Traverser at the central office to aggregate Internet, phone, and TV service?" In terms of the communication process, Sylvia was unable to ____ the message because she did not understand the jargon Maurice used.

decode

Greg received a sales idea from his boss. As he reads the memo, he is trying to understand the words and phrases. In terms of the communication process, this is an example of

decoding.

The opposite of micromanaging is

delegation

The program in which student teachers enter the classroom and take over some of the workload from the classroom teacher in order to learn more about what being a teacher entails is similar to the management practice of

delegation

Army officers use an expression "not in my lane," which derives from the basic marksmanship function of establishing firing lanes for who fires at which targets. The idea is to spread people over the whole area so you do not miss anything and to prevent everyone from firing at the same target. This is an example of

departmentalization.

You are reading a document with the following information: "Workers will work in an office environment using a computer. Some lifting will be involved but will not exceed five pounds." You are reading part of a job

description.

When delegating, a supervisor should do all of the following EXCEPT

develop a control system.

GE determined it could better service its customers by implementing a quality initiative called six-sigma. Its first step in this process would be to

develop goals and a strategy for this reengineering.

The first step in the reengineering process involves

developing goals and a strategy for reengineering.

Ingersoll-Rand Company learned that half of the people using wrenches on an auto assembly line were women, and it recognized a need for a wrench that would fit in a wide range of hand sizes. In terms of the innovation process, this is an example of innovation

development.

Many companies bring together managers from various divisions to have them participate in a weekend of team-building exercises. These exercises are intended to iron out problem areas and to encourage more company-wide communications. Such exercises are one of the interventions used in organization

development.

Andrea had worked in the marketing department for 27 years. She knows the history and successes of the office better than any other employee. When change is suggested, she is reluctant because she remembers accomplishments related to the current way of doing things. As a result of ____, she is resistant to change.

different perceptions

The primary reason for coordination in organizations is

due to the interdependence of work units and groups.

A force-field analysis identifies

factors that facilitate or hinder organization change.

To decrease their administrative intensity, many organizations are

eliminating staff positions

A beer company used ____ to fire an employee for drinking a competitor's beer in public. Courts are increasingly ruling against such a justification for firing an employee.

employment-at-will

The primary reason for delegation is to

enable managers to get more work done.

Maurice asked Sylvia, "Does your telephone system have a Traverser at the central office to aggregate Internet, phone, and TV service?" In terms of the communication process, Maurice's use of jargon was part of his

encoding.

The second step in the communication process is

encoding.

When the Army's top general decided to change Army hats from a camouflage cap to a black beret, there was great resistance. Veterans' groups protested because the black beret traditionally had been earned by rangers after significant hardship. The beret was also less practical, providing no sun protection. The decision came as a surprise to most of the Army. The general failed to use ____ to reduce resistance to change.

force-field analysis

The process by which the manager identifies and then tries to eliminate as many of the negatives-factors that will make the job of change more difficult-as possible is called

force-field analysis.

Functional authority is

formal authority given to staff.

A regional manufacturing operation has the following divisions: manufacturing, finance, human resources, marketing, and shipping/receiving. This is an example of ____ departmentalization.

functional

Go into most hospitals, and you will find a billing department, an x-ray department, an insurance claims department, and a pharmacy. These various departments indicate that most hospitals use a ____ basis for departmentalization.

functional

Produce grown organically is an example of a(n) ____ innovation.

incremental

Wal-Mart introduced self check out lanes in their stores. This is an example of a(n) ____ innovation.

incremental

Politicians sometimes want to gauge public opinion about an idea before they formally announce it. They have subordinates talk off the record with reporters. This is part of the ____.

informal communication

Merrill Lynch lists all of its global job openings on its website. This is an example of

internal and external recruiting.

Identifying current employees who would like to change jobs is accomplished by

internal recruiting.

IBM has an internal program called Master Inventor that provides great recognition and reward to potential entrepreneurs from any level of the organization who propose a new product idea. The Master Inventor program supports

intrapreneurship.

One of the common complaints of special education teachers is that they are not allowed to teach because of all the paperwork they are required to fill out and keep current. They once only had to teach, but now they have so many other duties that they don't feel they are doing anything well. In this case, ____ did not produce satisfied workers.

job enlargement

Ben is a music teacher at Manchester High School. He loves what he does and enjoys showing his students off. He marches them in parades and football half-time shows, even though it is not in his contract. Ben leaves Manchester High for a new job. His replacement is now expected to continue the parades and half-time shows. This is an example of

job enlargement.

Invacare modified the wheelchair assembly process so that workers assemble the entire wheelchair rather than simply adding one or two pieces as is normal on most assembly lines. This is an example of

job enlargement.

The job characteristics approach to job design is a specific method for taking into account both the work system and employee preferences. It is similar to the more general ____ approach.

job enrichment

Carol worked in an office assigning, reviewing, and assessing projects. When her office was moved closer to the projects, she could walk outside to check on the projects. The ability to get fresh air in the middle of the day raised her job satisfaction significantly. This is an example of

job enrichment.

Costco has a reputation for paying higher than the prevailing wages in its industry. This is an example of a(n) ____ decision by its management.

wage-level

Derda, Inc. manufactures equipment used for professional woodworking. It has one department devoted to producing embossing machines, which are used to create wood moldings and panels. It has another department that produces sanding machines. The departments interact very little on a day-to-day basis, and their only responsibility to each other is to see that they both contribute to Derda's success. There is, however, an engineer assigned to the embosser department who stays in contact with people in the sander department to make sure that each is being treated equitably. As the engineer has no formal role, he is likely playing the coordinating role of

liaison.

The two approaches organizations can take to create a formal information system are

managerial and operational.

Product departmentalization has the disadvantages that ____ and administrative cost is increased.

managers often fail to focus on what is good for the organization as a whole

Effective communication is determined by

mutual understanding.

If a manager has only a few subordinates, she has a span of management that is

narrow

An advantage of ____ is that they reach a wide audience and this allows minorities equal opportunity.

newspaper ads

Alisca's firm has been cutting back. The computers are getting older and slower. Customers with newer programs are starting to have problems with program compatibility. This is causing

noise.

Ashley was being interviewed for a job opening when her interviewer was interrupted by his assistant with an urgent phone message. This is an example of

noise.

If you want to engage in successful negotiations, one of the important rules to follow is to have the negotiation meeting held in your offices rather than in the office of the party with whom you are negotiating. This is an example of the use of

nonverbal communication.

On the television show Mad Men, one character requires everyone to take off their shoes when entering his office. This is an example of

nonverbal communication.

Total sales, budget expenditure, and the number of claims processed are all examples of

objective performance appraisal criteria.

Ken is a newly hired police officer. He has been assigned to ride along with a more experienced officer to learn about paperwork, how to handle accident scenes, how to deal with domestic disputes, and other duties that he will be expected to perform. The police department that hired Ken is using ____ training.

on-the-job training

Microsoft announced it would start giving employees stock shares instead of stock options and that it would record the stocks as expenses on its books. It was undergoing

organization change.

When Jerre Stead took over as the CEO of Ingram Micro, a wholesale business that distributes computer parts to manufacturers and computers to retailers, he was following a CEO who was strongly authoritarian. Stead immediately removed all office doors, renamed his managers "coaches," and began describing himself as "head coach." This organization change was an example of change in

organization structure and design.

Emilia is allowed to approve expenditures under $10,000. If the amount is higher she needs her boss's approval. This is an attempt to reduce ____ with the boss.

overload

Mary Ellen talks all the time. She states her opinion as fact. Coworkers disregard even her good suggestions because of

overload.

Maytag is not a company known for its secrecy, but when it began developing what it considered to be a revolutionary high-efficiency washing machine, it needed to make sure that no word of its innovation got to its competitors before the product was introduced. Employees were asked to plan how the company could maintain this needed secrecy. Once plans were created, employees were involved in their implementation. This change in organization culture was made acceptable to its employees through the use of

participation.

Perhaps the most important consideration in developing a training plan is to

select the content.

Advantages of contingent workers include all EXCEPT

performance improvement.

Interviews are sometimes poor predictors of success because of

personal biases.

Frito-Lay switched the oil used to make Ruffles potato chips to sunflower oil because it is healthier. This is an example of a ____ change.

planned

Microsoft and Sony improved the graphics on their video game platforms. But Nintendo chose to make the new control for the Wii game console similar to a TV remote instead of filling it with buttons and triggers that intimidate nongamers. Nintendo chose

planned change.

Wachovia announced plans to buy Golden West Financial to improve Wachovia's banking position in the western states. This is an example of

planned change.

In schools math, English, science and social studies departments operate separately. Student test scores in each area are gathered to evaluate the effectiveness of the school. What level of interdependence does this represent?

pooled

When departments or units operate with little interaction, and the profits and losses are simply added together, the units operate with ____ interdependence.

pooled

If you give a paper-and-pencil test to job applicants in your organization and then later do a correlation analysis to determine the relationship between success on the testing device and success on some measure of performance, you are determining

predictive validity.

The intervention technique called ____ has organization development consultants observe the communication patterns and methods of cooperation and conflict resolution in an organization.

process consultation

The members of the various boards of a church annually hold a retreat at which they discuss actual or potential problems as well as various issues of concern to the members. This is an example of an organization development intervention technique known as

process consultation.

Morgan Stanley started requiring financial planners to print reports in colors that are easier for older eyes to read. This is an example of a(n) ____ innovation.

product

A(n) ____ is usually a middle manager who learns about a new product or service idea and becomes committed to it. This manager helps the inventor overcome resistance to change and convinces others to take the innovation seriously.

product champion

The Oyster Creek nuclear power plant was briefly shut down after a problem with a drain was discovered. This is an example of a ____ change.

reactive

Many college students work as interns over the summers. Some are offered employment upon graduation. Internships can be a(n)

realistic job preview.

Jan is an average salesperson. She tends to make her sales quota four out of every five months. Last month she closed the largest sale that her company has ever made in its history. Even though there is no indication that she is now an exceptional salesperson, her supervisor ranked her as one. This is an example of how a ____ error can influence a performance appraisal.

recency

A commonly used technique for planning specific human resource requirements in higher-level positions is the

replacement chart.

Mihee is in nursing school. Part of her practical experience is to spend a few weeks in each department of the hospital. The school is using job ____ as a training technique.

rotation

Workers in a McDonald's are trained to cook, clean, fill drinks, take orders, and fill orders. During a shift they work each job for one hour. This is an example of job

rotation

____ is defined as systematically moving employees from one job to another.

rotation

Air traffic controllers must focus on every task at hand. They know many people's lives are counting on them. They have

task significance.

Once the firm has developed a pool of applicants, the next step is

selection.

The person who transmits the message is the

sender.

Luzia is 6'1" tall. When she meets with people she prefers to sit at a table. This is an example of

setting.

Managers plan, control, organize, and lead. They need good people abilities as well as analytical abilities. A manager's job has

skill variety.

Sprint maintains a computerized spreadsheet of education, skills, experience, and career aspirations of its current employees. This is a

skills inventory.

Yoshi is an attorney for Johnson & Johnson. She has a(n) ____ position.

staff

One of the reasons for the success of Righetti Specialties, Inc. is the fact that its employees were there when the company began and have developed strong personal relationships with each other. These strong relationships have produced

synergy.

The phrase "A mothers work is never done," identifies the lack of ____ mothers have.

task identity

A(n) ____ decision is based on the comparison of a company's wages with those of other companies

wage-level

Management by wandering around increases ____ communications within an organization.

vertical

Managers who announce they have an "open door" policy and actually want people to use it are encouraging ____ communication.

vertical

When Esposito compiles the company newsletter, he is preparing ____ communication.

vertical

The new president installed suggestion boxes where employees can pass along their suggestions to the president. The new president is encouraging

vertical communication.

Hyde Park High School is conducting ____ training when it has teachers practice entering homework data into a new software program.

vestibule