mgt final

The balance sheet

A balance sheet summarizes an organization's overall financial worth-that is assets and liabilities- at a specific point in time.

Budget

A budget is a formal financial projections. It states an organization's planned activities for a given period of time in quantitive term, such as $, h, or # of products. It provides a yardstick against which managers can measure performance and make comparisons.

1. Establish standards: What is the outcome we want?

A control standard, or performance standard or simply standard, is the desire performance level for a given goal. Standards can be narrow or broad. They are best measured when can be quantified. One technique for establishing standards is to use the balanced scorecard.**

2. A committee investigating the impacts of health care reform on the organization is an example of a(n) a) informal group. b) official group. c) organized group. d) formal group. e) permanent group.

A formal group is a group established to do something productive for the organization and is headed by a leader. A formal group may be a division, a department, a work group, or a committee. It may be permanent or temporary.

Benchmarking

A process by which a company compares it performance worth the best practices of high-performance organizations.

Statistical Process control

A statistical technique that uses periodic random samples from production runs to see if quality is being maintained within a standard range of acceptability. If not, production is stopped to allow corrective measures.

1. A collection of five employees who are studying industry pay scales, with the goal of making recommendations for adjusting pay grades within their company, is known as a(n) a) team. b) association. c) informal union. d) group. e) informal organization.

A team is defined as a small group of people with complementary skills who are committed to a common purpose, performance goals, and approach for which they hold themselves mutually accountable. An example of a team would be a collection of 2 to 10 employees who are studying industry pay scales, with the goal of making recommendations for adjusting pay grades within their own company.

Internal Audits

A verification of an organization's financial accounts and statements by the organization's own professional staff. To verify the accuracy of organization's records and operating activities. Help uncover inefficiencies and thus help managers evaluate performance of their control systems.

External audits

Formal verification of an organization's financial accounts and statements (financial statements, assets, liabilities) by outside experts. The auditors are certified public accountants )CPAs) who work for an accounting firm.

Audits

Formal verifications of an organization's financial accounts and statements by outside experts.

The balanced scorecard: A dashboard-like view of the organization.

Gives top managers a fast but comprehensive view of the organization via (1) customer satisfaction, (2) internal processes, (3) innovation and improvement activities, and (4) financial measures.

____________ is the model in which an effective leader makes desirable rewards available, clarifies how employees can achieve objectives, and provides them support in doing so.

House's path-goal model

5. Structural Area

How is the organization arranged from a hierarchical or structural standpoint. Two examples are bureaucratic control and decentralized control.

Dash Board

Easy-to-read graphics all the information on sales, orders, and the like assembled from data pulled in time from corporate software. Make evidence-based management possible (One tool)

Strategy Map: Visual representation of a balanced scorecard

Improvement to balanced scorecard. A strategy map is a visual representation of the four perspectives of the balanced scorecard that enables managers to communicate their goals so that everyone in the company can understand how their jobs are linked to the overall objectives of the organization.

Information technology

Economist think the recent productivity growth is the result of organization's huge investment in information technology. For that reason, companies have implemented **enterprise resource planning** (ERP)

Narcissism is a view manifested in such expressions as "All people lie to get what they want" and "you have to cheat to get ahead"

False

T/F: A rich medium is more effective with routine situations.

False

T/F: Dissemination is the transfer of information and understanding from one person to another.

False

T/F: People who enjoy the social camaraderie of the office setting will probably like telecommuting.

False

In recent years, productivity has been declining globally. T/F

T

T/F: The top-down system, a variant of the SQ3R system, is designed to help you improve your writing.

False

T/F: The unofficial communication system of the informal organization, a system of gossip and rumor, is known as jargon.

False

Lean Six Sigma

Focuses on problem solving and performance improvement-speed with excellence-of a well-defined project.

"I'm going to buy a Ford to support the U.S. auto industry" is an example of which component of attitude?

behavioral

According to Deborah Tannen, men are more likely than women to _____.

boast about achievements

Which of the following is the most important factor that should be considered when building a group into an effective team?

cohesiveness

Which of the following is not a suggested strategy for laying out your ideas in writing?

complex to general

The PDCA cycle is part of

deming management

The PDCA cycle is part of _____.

deming management

Which of the following is not appropriate to include in the conclusion of a speech?

details you forgot from earlier

Which of the following is not appropriate to include in the conclusion of a speech? a. "Thank you" b. a call to action c. a little upbeat story or a quotation d. a signal phrase to cue listeners about the wind-up e. details you forgot from earlier

details you forgot from earlier In the conclusion, you should use some sort of signal phrase that cues your listeners that you are heading into your wind-up. Give some thought to the last thing you will say. It should be strongly upbeat, a call to action, a thought for the day, a little story, a quotation. Then say "Thank you" and stop talking.

Personalized Power

directed to helping oneself

Which type of justice reflects the perceived fairness of how resources and rewards are distributed or allocated, according to equity theory?

distributive

The dean at Corbin Business College disseminated a new five-year strategic plan to department chairs. This is an example of _____.

downward communication

Kim supervises a group of customer service representatives. Kim is respected and well liked by her staff, and she has worked hard to make sure each of them knows how to do their job well. She is responsible for all staffing and reward decisions in her department. In the contingency model, Kim has _____.

high situational control

Narcissism is a view manifested in such expressions as "All people lie to get what they want" and "You have to cheat to get ahead."

false

Personalized Power is directed at helping others

false

Personalized power is directed at helping others.

false

Reinforcement theory attempts to explain behavior change by suggesting that behavior with negative consequences tends to be repeated, whereas behavior with positive consequences tends not to be repeated.

false

Research reveals that reactive people tend to be more satisfied with their jobs, committed to their employer, and produce more work than proactive individuals.

false

T/F Members of a group that are asking "What's next?" are in the performing stage of team development.

false

T/F The Abilene paradox is the tendency of people to go along with others in order to make requests of them in the future.

false

The metaphor for an invisible barrier preventing women and minorities from being promoted to top executive jobs is the steel curtain.

false

The primary purpose of relationship-oriented leadership behavior is to ensure that people, equipment, and other resources are used in an efficient way to accomplish the mission of a group or organization

false

The primary purpose of relationship-oriented leadership behavior is to ensure that people, equipment, and other resources are used in an efficient way to accomplish the mission of a group or organization.

false

Thought is the process of interpreting and understanding one's environment.

false

Undocumented immigrants make up about 20 percent of the U.S. workforce.

false

employees who play the role of initiator, coordinator, energizer, or orienter are playing a maintenance role in the organization.

false

in adjourning, conflicts are resolved, close relationships develop, and unity and harmony emerge.

false

members of a group that are asking "what's next?" are in performing stage of team development.

false

the result of too much conflict in the workplace is usually indolence

false

trust in the workplace is based on authority and control.

false

Encoding means interpreting and trying to make sense of a message.

false decoding

When you encounter a medium barrier, the recipient of the message doesn't respond enough.

false the communication channel is blocked.

Doug gave some people street directions, but since they only nodded their heads and didn't repeat the directions back to him, he doesn't really know whether the directions were understood. This is an example of what type of barrier?

feedback

When the band came out on stage and the lead singer shouted, "Hello, Dallas!" the crowd roared with applause. The crowd's response is an example of _____.

feedback

Which of the following areas of control were NOT discussed in the case? Informational area Human resources area Structural area Physical area Financial area

financial area

Active listening requires all except _____.

focusing on the delivery rather than content

Leaders especially want ________ who are productive, reliable, honest, cooperative, proactive, and flexible.

followers

A committee investigating the impacts of health care reform on the organization is an example of an

formal group

a committee investing the impacts of health care reform on the organization is an example of a(n)

formal group

Rena, a marketing manager, uses a sports car metaphor to explain a concept to her male counterpart in finance. She is said to be _____.

genderflexing

The introduction to a business speech should _____

get right to the point

Which of the following is not one of the three types of formal communication?

grapevine

Gossip and rumor in an organization are part of the _____, which itself is a type of ______ communication channel.

grapevine; informal

Stereotyping the opposition, rationalization, and peer pressure are symptoms of

groupthink

When physically attractive people are also assumed to be smarter and nicer, which perception distortion has occurred?

halo effect

All of the following are informal aspects of the workplace except

hierarchy

Which of the following is considered a "soft" tactic used to influence others

ingratiating tactics

Which of the following is considered a "soft" tactic used to influence others?

ingratiating tactics

People often do volunteer work for the ______ rewards.

intrinsic

When one department store authorized thousands of its sales clerks to handle functions normally reserved for store managers, such as handling merchandise-return problems and approving customers' checks, they gave them more responsibility, a _________ technique.

job enrichment

________ is not included in the four major perspectives on motivation.

job satisfaction

According to the concept of full-range leadership, leadership behaviors vary along a range from ______ leadership at one extreme to transformational leadership at the other.

laissez-faire

Members of a(n) ______ team are more likely to tolerate autocratic leadership, and therefore autocratic leadership is more common among teams of this nature.

large

______ model of leadership emphasizes that leaders have different sorts of relationships with different employees.

leader-member exchange (LMX)

The process of actively decoding and interpreting verbal messages, which requires full attention and processing, is known as active _____.

listening

Which of the following is not a key quality displayed by humble leaders?

low self-awareness

Which of the following statements about leadership and management is true

management and leadership are complementary systems of action

Which of the following statements about leadership and management is true?

management and leadership are complementary systems of action

When Nelson saw Betty in the stockroom stuffing her purse with expensive printer cartridges, Betty was quick to say, "We've been friends since first grade, so I'm sure you won't say anything about this." This is an example of using a(n) _____.

personal appeal

____________ is(are) defined as those stable psychological and behavioral attributes that give you your identity.

personality

Debbie works part time in a coffee shop. Some of the equipment is so noisy it prevents her from correctly hearing what the customer orders. This is an example of a(n) ______ barrier to communication. a.feedback b. personal c. semantic d. encoding e. physical

physical Physical barriers include sound (the equipment), space, and time.

Tracie, working at a research facility in Washington D.C., needs to communicate with Juan, who is in Mexico City, about a project they are working on. Although Juan has perfect command of English, they are still facing a(n) ______ barrier to communication. a. encoding b. physical c. semantic d. personal e. medium

physical Physical barriers include sound, time, space, and the like. In this example, time and space may be a barrier because these people are several time zones apart.

PDCA Cycle

plan-do-check-act cycle using observed data for continuous improvement of operations. - PLAN: desired and important changes, based on observed data. Make pilot test, if necessary. - DO implement the change or make a small-scale test - CHECK or observe what happened after the change or during the test. - ACT on lessons learned, after study of results. Determine if predictions can be made as basis for new methods.

Deciding to have the Burns Harbor facility mimic the processes, procedures, and controls being used in the Gent plant to achieve the goal of increased efficiency is an example of the _________ process for effective performance.

planning

each of the steps of the controlling for productivity process into the correct order 1. 2. 3. 4.

planning organizing leading controlling

_______ is not a relationship-oriented behavior.

political maneuvering

David's peers were surprised when he received a promotion and suddenly became their supervisor. They thought he was rather unreliable and weren't sure he was up to the task. According to the contingency model, David has _____.

poor leader-member relatoins

The three dimensions of situational control are leader-member relations, the task structure, and _____.

position power

Jason is more apt to take initiative and persevere to influence the environment; he has a(n) ______ personality.

proactive

The workers on the night shift at a manufacturing plant would be considered a(n) ______ team.

production

Devil's advocacy and the dialectic method are forms of

programmed conflict

A budget is a formal financial

projection

A budget is a formal financial _____.

projection

A study conducted by AT&T and Stanford University found that the top predictor of success and professional upward mobility was _____.

public speaking ability

Income statement

summarized an organization's financial results -revenues and expenses- over a specified period of time. The diff. bw revenues and expenses, called the bottom line, represents the profit or losses incurred over the specified period of time.

The source for crowdsourcing is most often _____.

the online community

Management by wandering around (MBWA) is

the term used to describe a manager's wandering around his or her organization and talking with people across all lines of authority.

Communication is speaking or writing so that another is able to comprehend the meaning. interpretation of messages sent via any media. the combined activities of speaking and listening. a process involving only the sender, message, and receiver. the transfer of information and understanding from one person to another.

the transfer of information and understanding from one person to another

Which of the following is a motivating factor according to Herzberg's two-factor theory?

the work itself

Which of the following statements is not a practical implication of the behavioral approaches to leadership?

there is one best style of leadership

Devil's advocacy and the dialectic method are forms of programmed conflict designed to elicit different opinions without inciting people's personal feelings.

true

E-Leadership is using information technology for one-to-one, one-to-many, and between group and collective interactions.

true

E-leadership is using information technology for one-to-one, one-to-many, and between group and collective interactions

true

Followers seek and admire leaders who create feelings of significance, community and excitement

true

Followers seek and admire leaders who create feelings of significance, community, and excitement.

true

Initiating structure leadership is more concerned with task accomplishment than employee satisfaction or retention

True

T/F: An example of a norm of the Millennial or Internet Generation is freedom, the desire to experience new and different things. This norm takes precedence over long-term commitments, and is expressed in a desire for flexible work hours and locations, to have a say in how things are done, and for freedom of choice.

True

T/F: Communication has been said to be a process consisting of "a sender transmitting a message through media to a receiver who responds."

True

T/F: External communication flows between people inside and outside the organization, including stakeholders such as customers, suppliers, shareholders, or other owners, and so on.

True

T/F: Management by wandering around (MBWA) is the term used to describe a manager's wandering around his or her organization and talking with people across all lines of authority.

True

T/F: Nonverbal language and other subtleties are often lost in e-mail, so jokes may be taken as insults or criticism.

True

T/F: One violation of privacy is identity theft, a downside of the digital age.

True

T/F: Setting and time are two ways nonverbal communication is expressed.

True

1. Financial perspective: how do we look to shareholders

Typical profitability, growth, and shareholder values.

Top-down reading is

a variant of the SQ3R system, both of which help you be a better reader. The top-down system gives you a five-step method to be a productive rather than a passive reader.

Narcissism is a key positive leadership trait

false

Narcissism is a key positive leadership trait.

false

Industries

- Tangible products, manufacturers - Service products: more directly related w/ customer satisfaction

**Two core principles of TQM

(1) People orientation: everyone involved with the organization should focus on delivering value to customers (2) Improvement orientation: everyone should work on continuously improving the work process.

The balanced scorecard perspectives

(a) goals (b) performance measures - 1.Financial - 2.Customer - 3.Internal business - 4.Innovation and learning

Fixed Budgets

- Allocated resources on the basis of a single estimate of cost. There is only 1 set of expenses; the budget does not allow for adjustment over time.

Four components to TQM

1. Make continuous improvement 2. Get every employee involved 3. Listen to and learn from customer and employee 4. Use accurate standards to identify and eliminate problems. **This may be summarized as Two core principles of TQM

Six areas of control

1. Physical 2. Human 3. Informational 4. Financial 5. Structural 6. Cultural

Some TQM Tools and techniques

- Benchmarking - Outsourcing - Reduced cycle time - ISO 9000 - ISO 14000 - Statistical process control - Six sigma

Other budgets

- Cash or cash-flow budget: Forecast all sources of cash income and cash expenditures - Capital expenditures budget: Forecast invest. in major assets. - Sales or revenue budget: project sales - Expense budget: Project expenses. - Financial budget: Projects organization's source of cash and how it plans to expend it. - Operating budget: Projects what an organization will create in goods and services, what financial resources are needed, and what income is expected. - Nonmonetary budget: hours, labor, ft square...

Assumptions of People orientation

- Delivering customer values is most important - People will focus on quality of given empowerment since they can easily detect opportunities for quality improvement. - TQM requires training, teamwork, and cross-functional efforts. Teams may be self-managed (given administrative oversight of planning, scheduling, monitoring and staffing) or may be SPECIAL-PURPOSE TEAM.

Some ways to improve productivity

- Establish base points, set goals, and measure results - Use new technologies - Improve match between employees and jobs (Also pay attention to the training, redesigning jobs, and providing financial incentives that are tied to performance. - Encourage employee involvement and innovation - Encourage employees diversity - Redesign the work process

Assumptions of improvement orientation

- It's less expensive to do it right the first time. - It's better to do small improvements all the time. - Accurate standards must be followed to eliminate small variations - There must be strong commitment from top management.

Four barriers to effective measurement

- Objectives are fuzzy - Managers put too much trust in informal feedback systems - Employee resist new measurement system - Companies focus too much on measuring activities instead of results

Rater Scale

- Reliability: ability to perform the desired service dependably, accurately and consistently. - Assurance: Employees' knowledge, courtesy, and ability to convey trust and confidence - Tangibles: physical facilities, equipment, appearance of personnel - Empathy: provision of caring, individualized attention to customers. - Responsiveness: willingness to provide prompt service and help customers.

What makes a company of services successful?? *&^%%

- The offering- which features are given top- quality treatment? - The funding mechanic,- who pays for the service? - The employee management system - how are workers trained and motivated? - The customer management system- how are customers "trained"

Why measurement-managed firms succeed

- Top executives agree on strategy (Translating strategy into measurable objectives helps make them specific) - Communication is clear - There is better focus and alignment - The organizational culture emphasizes teamwork and allows taking risk

Deming principles

1. Quality should be aimed at the needs of the consumer 2. Companies should aim at improving the system, not blaming workers 3. Improved quality leads to increased market share, increase company prospects, and increased employment. 4. Quality can be improved on the basis of hard data, using the PDCA Cycle

Some financial controls

1. Budgets 2. Financial statements 3. Ratio analysis 4. Audits

Steps in the control process

1. Establish standards 2. Measure performance 3. Compare performance to standards 4. Take corrective action, if necessary

Personl amanagement succes

1. Find your passion and follow ir 2. Encourage self-discovery , and be realistic 3. Evert situation is different, so be flexible 4. Fine-tune your people skills 5. Learn how to develop leadership skills 6. Treat people as igf they matter, because they do 7. Draw employees and peers into your management process 8. Be flexible, keep you coll, and take yourself lighty.

Levels of control

1. Strategic 2. Tactical 3. Operational Considerable interaction occurs among the 3 levels, with lower-level managers providing information upward.

Succesful control system

1. They are strategic and result-oriented 2. They are timely (when needed), accurate (correct), and objective (impartial) 3. They are realistic, positive, and understandable and they encourage self-control 4. They are flexible.

Why is control needed?

1. To adapt to change and uncertainty: Control systems can help managers anticipate, monitor, and react to changes. 2.To discover irregularities and errors: in the long run they can bring about even the downfall of an organization. 3. To reduce costs, increase productivity, or add value. 4. To detect opportunities 5. To deal with complexity: i.e in a merge, different cultures, etc.

Barriers to control succes

1. Too much control 2. Too little employee participation 3. Overemphasis on means intend of ends 4. Overemphasis on paperwork 5. Overemphasis on one instead of multiple approaches

PDCA cycle 1. 2. 3. 4.

1. plan 2. do 3. check 4. act

Contingency leadership model determines if a leader's style is

1.) task-oriented 2.) relationship-oriented

The U.S productivity track record

1960: 2.9% -1955: 1.5% 1995-2000: 2.5% -longest economic boom 2001-2007: 2.7% 2008: 2% -recession 2009: 3.7%

Generally, people comprehend about ______ of a typical verbal message.

35%

Incremental budgeting

Allocates increased or decreased funds to a department by using the last budget period as a reference point; only incremental changes in the budget request are reviewed. Difficulties: lock departments into stable spending arrangements; not flexible in meeting environmental demos.; also department may engage in many activities which is not easy to sort out the performance.

4. Financial Area

Are bills being paid on time? How much money is owed by customers? $ owed to suppliers?, etc.

1. Physical

Buildings, equipment, and tangible products.

ISO 9000Series

Consist of quality-control procedures companies must intel-from purchasing to manufacturing to inventory to shipping-that can be audited by independent quality-control experts, or "registrars". The goal is to reduce flaws in manufacturing and improve productivity. Companies must document the procedures and train their employee to use them/

(2) Improvement orientation

Continuous improvement: defined as ongoing small, incremental improvements in all parts of an organization- products, services, functional areas, and work processes.

______ proposed people were driven by the three innate needs of competence, autonomy, and relatedness.

Deci and Ryan's self-determination theory

Total quality management (TQM)

Defined as a comprenhensive approach -led by top management and supported throughout the organization- dedicated to continious quality improvement, training, and customer satisfaction.

ISO 4000 series

Extends the concept, identifying standards for environmental performance. It dictates standards for documenting a company;s management of pollution, efficient use of raw materials, and reduction of the firm;s impact on the environment.

______ communication channels develop outside the organizational structure and do not follow the chain of command.

Informal

"""Management by exception

Is a control principle that states that managers should be informed of a situation only if data show a significant deviation from standards.

Six Sigma

Is a rigorous statistical analysis process that reduces defects in manufacturing and service-related processes. By testing a 1000 variables and eliminating guesswork, a company using the technique attempts to improve quality and reduce waste to the point where errors are nearly vanish. In everything from product design t manufacturing to billing, the attainment of Six Sigma means there are no more than 3.4 defect per million products or procedures.

Financial statement

Is a summary to some aspects of an organization's financial status. Two types: Balance sheet and income statement

Decentralized control

Is an approach to organizational control that is characterized by informal and organic structural arrangements. Is the opposite of bureaucratic control. It aims to get increased employee commitment, using the corporate culture, group norms, and workers taking responsibility for their performance. It is found in companies with a flat organization.

Bureaucratic control

Is an approach to organizational control that is characterized by use of rules, regulations, and formal authority to guide performance. It attempts to elicit employee compliance, using strict rules, a rigid hierarchy, well-defined job descriptions, and administrative mechanisms such as budgets, performance appraisals, and compensations. It works well in organizations in which the tasks are explicit and certain. Can be an effective means of ensuring performance standards are been met.

6. Cultural area

Is an informal method of control. It influences the work process and levels of performance through the set of norms that develop as a result of the values and beliefs that constitute an organization's culture.

______ is likely to cause a semantic barrier to communication.

Jargon

______ is likely to cause a semantic barrier to communication. The grapevine Rhetoric Technology Jargon Gossip

Jargon In addition, as our society becomes more technically oriented, semantic meaning becomes a problem because jargon develops. Jargon is terminology specific to a particular profession or group.

Which of the following is a good tip for being an effective writer?

Keep it simple; use short words, sentences, and phrases.

______ focuses on problem solving and performance improvement, or speed with excellence, of a well-defined project.

Lean six sigma

4. Innovation and learning perspective: Can we continue to improve and create value?

Learning and growth is the foundations for innovation and creativity. The organization must create a cultural that encourages rank-and-file employees to make suggestions and questions the status quo and it must provide employees with the environment and resources needed to do their jobs.

A manager who literally wanders around her organization and talks with people across all lines of authority is doing _____.

MBWA

Which negative trait of some leaders is marked by a cynical view of human nature that condones opportunistic and unethical ways of manipulating people, putting results over principles?

Machiavellianism

The telephone you use to speak to another person is an example of which part of the communication process?

Medium

Special-purpose team

Meet to solve a special or onetime problem, then disbands. Often cross-functional, drawing on members from different departments.

2. Human resources areas

Monitor employees i.e personality tests and drug test for hiring, performance test, performance evaluation, employees surveys.

You as a manager

Must operate in a complex environment and... - Competitive advantage - Diversity - Globalization - Information technology - Ethical standards - Sustainability - Your happiness and goals Make decisions about the 4 management functions =POLC ... to achieve productivity and realize results

3. Operational control by first-level managers

Operational contro, is monitoring performance to ensure that operational plans -day-to-day goals- are being implemented and making corrective action as needed. Reporting is done on a daily basis.

Variable budget

Or flexible budget. - Allows the allocation of resources to vary in proportion with various levels of activity. The budget can be adjusted over time to accommodate pertinent changes in the environment.

______ beliefs about a certain group of people are stereotypes.

Oversimplified

(1) People orientation

People: most important resource: employees and customers.

3. Comparte performance to standards: How do the desired and actual outcomes differ.

Performance that exceed standards -> bonuses, promotions...; performance that is below the standard: ask, is the deviation significant? -> need 4 action. How much deviation is acceptable depends on the range of variation built in step 1. The range of variation is incorporated in computer systems into a principle called management by exception."""

3. Informational area

Production schedules. Sales forecast. Environmental impact statements. Analysis of competition. Public relations briefing.

3. The workers on the night shift at a manufacturing plant would be considered a(n) ______ team. a. Project b. action c. production d. cross-functional e. continuous improvement

Production teams are responsible for performing day-to-day operations. Examples are mining teams, flight-attendant crews, maintenance crews, assembly teams, data processing groups, and manufacturing crews.

What is productivity?

Productivity can be applied at any level (personal, work, etc). It is defined by the formula of : outputs/inputs (in specific period of t) Outputs: All goods and services produced (goods+ services. Inputs: labor+capital+materials+energy It means that productivity can increase by making substitutions or increasing the efficiency of any one element of input. Maintaining productivity depends on control.

Why increasing productivity is important?

Productivity is important to companies because it determines wether the organizations will make profit or even survive. Also important for the nation since it controls the living standard

Deming management

Proposed ideas for making organizations more responsive, more democratic, and less wasteful. This include these principles...

How to measure quality of delivered service

RATER SCLAE, enables customers to rate the quality of a service along 5 dimensions from 1 to 10.

Reduced cycle time

Reduction in steps in a work process

___________, which all managers have, is power that results from managers' authority to reward their subordinates. Rewards can range from praise to pay raises, from recognition to promotions

Reward Power

4. In ______ teams, the traditional clear-cut distinction between manager and managed is blurred as nonmanagerial employees are delegated greater authority and granted increased autonomy. a. problem-solving b. committed c. collaborative d. virtual e. self-managed

Self-managed teams are defined as groups of workers who are given administrative oversight for their task domains. The traditional clear-cut distinction between manager and managed is being blurred as nonmanagerial employees are delegated greater authority and granted increased autonomy.

Six Sima (2)

Six Sigma may be also thought of as a phil. - to reduce variation in your company's business and make customer-focused, data-driven decisions. The method preaches the use of Define, Measure, Analyze, Improve, Control (DMAIC). Team leaders should be awarded for applying DMAIC

1. Strategic control by top managers

Strategic control is monitoring performance to ensure that strategic plans are being implemented and taking corrective action as needed. Monitoring is accomplished by reports issued every 3,6,12 or + months, although more frequent reports may be requested of the organization is operating in an uncertain environment.

Strategy Map: Visual representation of a balanced scorecard (2)

Strategy maps show the cause-and-effect links by which specific improvements create desired outcomes, such as objectives for revenue growth, targeted customer markets, the role of excellence and innovation in products. Measures and standards can be developed in each of the 4 operational areas, financial goals, customer goals, internal goals, learning and growth goals.

Outsourcing

Subcontracting of services and operations to an outside vendor; because the subcontractor can do the job better or cheaper.

2. Tactical control by middle managers

Tactical control is monitoring performance to ensure that tactical plans -those at the divisional or departmental level -are being implemented and taking corrective action as needed. Reporting is done on a weekly or monthly basis.

______ can be quite expensive, requiring a specially designed room with multiple cameras and high-definition video screens.

Telepresence technology

Which of the following is incorrect about the leader-member exchange (LMX) model of leadership

The LMX focuses only on the behaviors or traits of leaders

2. Customer perspective: How do customers see us?

The balanced scorecard translated the mission of customer service into specific measures of concerns really matter to customer- time between placing an order and taking delivery, quality in terms of detect level, satisfaction with products and service, and cost.

Ratio analysis: Indicators of an organization's financial health.

The practice of evaluating financial ratios. - Liquidity ratios: how easily an organization's assets can be converted into cash. - Debt ratios: the degree to which an organization can meet its long-term financial obligations. - Assets ratios: how effectively an organization is managing its assets, such the inventory. - Return ratios: or return on investments (ROI) or return on assets (ROA): how effectively is management in generating return, or profits, on its assets.

Evidence-based management

The use of real-world data rather than fads and hunches in making management decisions. Tools: dashboard, balanced scorecard, strategy maps, measurement management.

Which of the following statements is not a practical implication of the behavioral approaches to leadership

There is one best style of leadership

Which of the following is an attribute of good listeners?

They recap what the speaker has said.

Measurement-managed

Those in which senior management reportedly agree on measurable criteria for determining strategic success, and management updated and reviewed semiannual performance measures in 3 of 6 primary performance areas (financial performance, operating efficiency, customer satisfaction, employee performance, innovation/change, and community/environment. (IT IS BETTER)

__________ focuses on clarifying employees' roles and task requirements and providing rewards and punishments contingent on performance

Transactional leadership

3. Internal Business Perspective: At what must we excel

What the company must do internally to meet its customers' expectations. Processes such as quality, employee skills, and productivity. Top management's judgement about key internal processes must be linked to measures of employee actions at the lower levels, such as time to process customer orders, get materials from suppliers, produce products, and deliver them to customer. Computer information system can help.

4. Take corrective actions, if necessary: What changes should we make to obtain desirable outcomes?

When performance falls significantly short of the standards, managers should examine the reasons why and take the appropriate action.

Measurement management: Forget magic

You cannot manage anything you can't measure. Two types of organization: measurement-managed and non-measurement-managed.

Two budget planning approaches

Zero-based budgeting: forces each department to start from zero in projecting funding needs, is no longer favored. Incremental budgeting

Which of the following is not a characteristic of a successful control system? a. inflexible to optimize control b. timely, accurate, and objective c. strategic and results-oriented d. encourages self-control e. realistic, positive, and understandable

a

A person's characteristic speaking patterns, such as the use of pacing, pausing, questions, and stories, is known as _____. a. a formal message b. a linguistics style c. horizontal communication d. a communication device e. multicommunication

a linguistics sty;e A linguistic style is a person's characteristic speaking patterns, including pacing, pausing, directness, word choice, and use of questions, jokes, stories, apologies, and similar devices.

A person's characteristic speaking patterns, such as the use of pacing, pausing, questions, and stories, is known as _____.

a linguistics style

________ is a person's characteristic speaking patterns, such as the use of pacing, pausing, questions, and stories. Horizontal communication A communication device A formal message A linguistics style Multicommunication

a linguistics style

Communication has been said to be

a process consisting of "a sender transmitting a message through media to a receiver who responds."

For a manager, building an effective team requires work, but the payoff is

a stronger work unit

for a manager, building an effective team requires work, but the payoff is

a stronger, better-performing work unit

The final stage of group and team development is known as

adjourning

____________ is the final stage of group and team development.

adjourning

Because Franco believes that external forces control him, he may do best in a highly structured job that requires greater compliance. Franco has

an external locus of control

Tyrone was recently promoted to manager. Although he used to take advice from his peers, he seems no longer willing to listen to any input from them or his boss, and is determined to run the project how he thinks best. This is an example of which personal barrier to communication? a. a tendency to judge others' messages b. an oversized ego c. variable skills in communicating effectively d. an inability to listen with understanding e. variation in interpreting information

an oversized ego Our egos, like our pride, our self-esteem, and even arrogance, are a personal barrier to communication. Egos can cause political battles, turf wars, and the passionate pursuit of power, credit, and resources.

Which of the following is not one of the five sources of power?

appearance

Employees' knowledge, courtesy, and ability to convey trust and confidence make up which dimension of the RATER scale?

assurance

Most people tend to ______ when conveying bad news or negative feedback. a. avoid eye contact b. yawn c. nod their heads d. lean forward e. smile

avoid eye contact Eye contact expresses emotion; for instance, most people tend to avoid eye contact when conveying bad news or negative feedback.

Which of the following communication styles would women not use more often than men?

be direct when telling others what to do

Which of the following communication styles would women not use more often than men? a. use "we" statements b. be direct when telling others what to do c. make apologies d.compliment e. ask questions

be direct when telling others what to do According to the text, women are more indirect than men when telling others what to do.

Power is the extent to which a

person is able to influence others so they respond to orders

The win-lose attitude associated with which conflict-handling style causes many people to be disappointed and feel cheated with its use?

compromising

Which of the following statements about conflict is accurate?

conflict is perfectly normal

The communication advantages of social media use by businesses can best be summarized as distraction. connectivity. privacy. self-promotion. productivity.

connectivity

The communication advantages of social media use by businesses can best be summarized as _____.

connectivity

Lamar brought his proposal to Lindsay before the meeting saying, "I'm sure you have some ideas on this, and we could try to get them incorporated upfront." Lamar is using which influence tactic?

consultation

The influence tactic most likely to result in the enthusiastic commitment of employees is _____

consultation

According to the integrated model, motivation is affected by both personal factors and ________ ones.

contextual

Control/Controlling

control is making something happen the way it was planned to happen. Controlling is defined as monitoring performance, comparing it with goals, and taking corrective action as needed. Its purpose: to make sure that performance meets objectives. Controlling is concerned with seeing that the right things happen at the right time in the right way. However, P+O+L+C= PRODUCTIVITY

All of the following are contextual factors in the integrated model of motivation except

core self-evaluations

Changing hose nozzles and moving the nozzle on 2,500 horsepower hoses used to scrub flakes off the steel closer to reduce the amount of power needed to propel water saved the plant $1.4 million in energy costs. These savings would most directly change which of the following budgets? a. Operating budget b. Financial budget c. Nonmonetary budget d. Expense budget e. Sales or revenue budget

d

TQM's two core principles are _____. a. management and leadership b. financial health and financial stability c. employee commitment and customer satisfaction d. people orientation and improvement orientation e. radical innovation and continuous improvement

d

A company that works to create a culture that encourages rank-and-file employees to make suggestions and question the status quo, and also measures employee growth, is developing which perspective of the balanced scorecard? a. financial perspective b. customer perspective c. employee perspective d. internal business perspective e. innovation and learning perspective

e

Most workers rate monetary benefits higher than they rate having a caring boss.

false

According to House's revised path-goal theory, a leader's style should vary depending on which of the following?

employee characteristics and environmental factors

______________ is the process of translating a message into understandable symbols or language. Mediation Transformation Encoding Decoding Enriching

encoding

Lee worked on a global team for an American company, and all her work had to be completed in her second language, English. Sometimes her teammates misinterpreted her meaning. This is an example of a(n) ______ barrier to communication. a. decoding b. sender c. receiver d. feedback e. encoding

encoding An encoding barrier is one in which the message is not expressed correctly. Example: If your vocabulary is lacking or English is not your first language, you may have difficulty expressing to a supervisor, coworker, or employee what it is you mean to say.

The primary purpose of task-oriented leadership behavior is to

ensure that people, equipment, and other resources are used in an efficient way to accomplish the mission of a group or organization

According to expectancy theory, the three primary elements that determine how willing an employee is to work hard at tasks important to an organization are

expectancy, instrumentality, and valence

Medical knowledge possessed by doctors results in their ______ power.

expert

Medical knowledge possessed by doctors results in their __________ power

expert

______ power results from one's specialized knowledge.

expert

At the end of the fiscal year, Dilinger Investments releases an earnings report to clients. This is an example of communicating _____. a. horizontally b. upward c. vertically d. downward e. externally

externally External communication flows between people inside and outside the organization. These are other stakeholders: customers, suppliers, shareholders or other owners, and so on.

Among the positive attributes associated with leadership are

extraversion, agreeableness and communication skills

Which type of communication is highest in media richness?

face-to-face

Which type of communication is highest in media richness? face-to-face videoconference newsletter report telephone

face-to-face

Which of the following is the most appropriate media for a manager advising employees of a revision to the company's bonus structure? a. e-mail to all those affected b. an announcement posted near the office coffee machine c. telephone call to each d. personal note to each e. face-to-face meeting

face-to-face meeting A rich medium like a face-to-face meeting is more effective with nonroutine situations. This provides an opportunity for feedback and prevents information oversimplification in which the receiver does not get enough information.

A person's emotional stability refers to how intellectual, imaginative, curious, and broad-minded he or she is.

false

A possible explanation for the limited number of women holding executive leadership positions is that women typically do not aspire to be CEOs

false

A possible explanation for the limited number of women holding executive leadership positions is that women typically do not aspire to be CEOs.

false

A rich medium is more effective with routine situations.

false

Authority is the extent to which a person is able to influence others so they respond to orders

false

Authority is the extent to which a person is able to influence others so they respond to orders.

false

Carlos is a manager who has poor leader-member relations with his employees who perform unambiguous, easily understood tasks. He should use a task-motivated leadership style

false

Carlos is a manager who has poor leader-member relations with his employees who perform unambiguous, easily understood tasks. He should use a task-motivated leadership style.

false

Defensive communication tends to be more effective than non-defensive communication.

false

Fiedler's contingency leadership model argues that leadership behaviors should be determined by position power only.

false

Fiedler's contingency leadership model argues that leadership should be determined by position power only

false

Job enlargement enables workers to focus on doing more of the same task to increase productivity.

false

Leadership is the ability to marshal human, informational, and other resources to get something done.

false

Executives at Breakers Engineering want to let middle managers know that the company is going to be acquired by its largest competitor. Assuming the following are possible, how should executives communicate this? a. Post a notice on all bulletin boards. b. Hold a face-to-face meeting. c. Schedule a conference phone call. d. Send an e-mail to all managers. e. Send a note to all managers.

hold a face-to-face meeting This is a nonroutine, unusual event that requires the richest type of communication such as a face-to-face meeting.

Diane, a marketing manager, shares some of the market research her department has analyzed with the research and development group. Diane is communicating _____.

horizontally

The six areas of organizational control include _____, physical, informational, financial, structural, and cultural.

human

2. Measure performance: What is the actual outcome we got?

i.e # of products sold, units produced, cost per item. Performance measures are obtained from (1) written reports, including computerized printouts, (2) oral reports; (3) personal observations. Measurement techniques varies for different industries.

When thieves use your name and good credit rating to get cash or buy things, it is known as _____.

identity theft

One violation of privacy is

identity theft, a downside of the digital age.

Which of the following statements is not true about communication in the workplace? a. Improving communication can save time, but not money. b. The equivalent of seven workweeks of lost productivity a year is wasted because of poor communication between staff and managers. c. Communication is the most important factor in advancing careers. d. The process involves sender, message, and receiver; encoding and decoding; the medium; feedback; and dealing with "noise," or interference. e. Fourteen percent of each 40-hour workweek is wasted because of poor communication between staff and managers.

improving communication can save time, but not money Communication is the most important factor in advancing careers. Fourteen percent of each 40-hour workweek is wasted because of poor communication between staff and managers, which is the equivalent of seven workweeks of lost productivity a year. Better communication saves money and wastes time.

The telephone you use to speak to another person is an example of which part of the communication process? sender medium feedback encoding decoding

medium

According to Fiedler's contingency model, ______ situation control favors a leader who is ______-oriented.

moderate; relationship

The more management levels through which a message passes, the _____. a. higher the chance the message will become external b. more informal the organization c. more distorted the message may become d. more important the message is e. more disorganized the organization

more distorted the message may become The more management levels through which a message passes, the more it is prone to distortion.

In the contingency model, if your leadership orientation does not match the situation in your workplace, Fiedler recommends that you _____.

move to a more suitable situation

Texting while participating in a meeting or group conference call is an example of _____.

multicommunicating

If you want your writing to establish a common ground with the reader and make your overall argument stronger, you should order your arguments from _____. a. positive to negative b. most important to least important c. least controversial to most controversial d. least important to most important e. negative to positive

negative to positive Ordering arguments from negative to positive is a strategy that establishes a common ground with your reader and puts the positive argument last, which makes it stronger.

When a pharmacist can't read a prescription because of a doctor's poor handwriting, it can be due to ________, which is defined as any disturbance that interferes with the transmission of a message.

noise

Although ______ are typically unwritten and seldom discussed openly, they have a powerful influence on group and organizational behavior.

norms

although _____________ are typically unwritten and seldom discussed openly, they have a powerful influence on group and organizational behavior.

norms

Which of the following is not a personal barrier to communication? a. lack of credibility b. a different frame of reference c. obsolete technology d. a small vocabulary e. a large ego

obsolete technology Personal barriers are individual attributes that hinder communication. Technology is not a barrier of this type.

The average speaker communicates about ______ as many words as the average listener can process.

one-fourth

The average speaker communicates about ______ as many words as the average listener can process. a. twice b. just c. half d. one-fourth e. four times

one-fourth The average speaker communicates 125 words per minute, while we can process 500 words per minute. Poor listeners use this information-processing gap to daydream. They think about other things, thus missing the important parts of what's being communicated.

Which of the following indicates how official communications should be routed? a. lateral networks b. corporate culture c. personnel files d. organizational chart e. grapevine

organizational chart The organizational chart indicates how official communications like memos, letters, reports, and announcements are supposed to be routed.

In the ______ leadership model, a leader makes desirable rewards available in the workplace and clarifies how followers can obtain them.

path-goal

In the ___________ leadership model, a leader makes desirable rewards available in the workplace and clarifies how followers can obtain them

path-goal

A study conducted by AT&T and Stanford University found that the top predictor of success and professional upward mobility was _____. a. integrity b. writing ability c. intelligence d. public speaking ability e. interpersonal skills

public speaking ability A study conducted by AT&T and Stanford University found that the top predictor of success and professional upward mobility is how much you enjoy public speaking and how effective you are at it.

Roger was talking to a coworker in a meeting, and wasn't listening when his supervisor announced work assignments. This is an example of what type of barrier to communication?

receiver barrier

The optimal leadership style for poor leader-member relations and high task structure is

relationship-motivated leadership

What is the last stage of the perceptual process?

retrieval from memory

__________, which all managers have, is power that results from a manager's authority to reward his or her subordinates. Rewards can range from praise to pay raises, from recognition to promotions.

reward power

__________, which all managers have, is power that results from managers' authority to reward their subordinates. Rewards can range from praise to pay raises, from recognition to promotions.

reward power

A(n) ______ form of media allows receivers to observe multiple cues, such as body language and tone of voice, and allows senders to get feedback. a. dense b. rich c. informal d. formal e. encoded

rich Face-to-face communication, also the most personal form of communication, is the richest. It allows the receiver of the message to observe multiple cues, such as body language and tone of voice. It allows the sender to get immediate feedback, to see how well the receiver comprehended the message.

In ______ teams, the traditional clear-cut distinction between manager and managed is blurred as nonmanagerial employees are delegated greater authority and granted increased autonomy.

self managed

According to ______, competence, autonomy, and relatedness are the primary motivations for behavior.

self-determination

When much of her work was automated with a new computerized system, Brittany became unsure of her ability to do her job. Sara, her boss, has been mentoring her to improve her

self-efficacy

in ___________ teams, the traditional clear-cut distinction between manager and managed is blurred as nonmanagerial employees are delegated greater authority and granted increased autonomy

self-managed

The study of the meaning of words is called _____.

semantics

Amy, the manager of a branch location of a large travel firm, treated company resources as if they were her own and encouraged continued development and training of her employees. She cared about the staff deeply and even organized international volunteering activities to promote their growth. Amy could best be described as which type of leader?

servant

Starbucks CEO Howard Schultz has made sure his employees have health insurance and work in a positive environment. He could best be described as which type of leader?

servant

______ leaders focus on providing increased service to others—meeting the goals of both followers and the organization—rather than to themselves.

servant

__________ leaders focus on providing increased service to others - meeting the goals of both followers and the organization - rather than themselves

servant

Which of the following is not one of the eight leadership styles proposed by the revised path-goal theory?

servant leadership

In Fiedler's contingency leadership model, the amount of influence a leader has in his or her immediate work environment is called his or her _____.

situational control

Empathy and organizational intuition are a part of which emotional intelligence (EI) trait?

social awareness

Research indicates that women tend to display more _____, while men tend to display more ______.

social leadership; task leadership

Enterprise resource planning

software systems, information systems for integrating virtually all aspects of a business.

A team that meets to solve a onetime problem is called a _____.

special-purpose team

The statement "Young men are reckless" reflects a(n) _____.

stereotype

The statement "Young men are reckless" reflects a(n) _____. a. statement of fact b. accepted generalization c. stereotype d. finding of the grapevine e. type of jargon

stereotype A stereotype consists of oversimplified beliefs about a certain group of people. There are, for instance, common stereotypes about old people, young people, males, and females. Examples include, "Young men are reckless," and "Old women are scolds."

according to Tuckman's five-stage model of group and team development, what is the second stage in the process?

storming

Judith supervises a call center department that receives stress-producing calls from unhappy customers. Turnover has increased by 33% over the last four months. Judith is understanding and patient with her staff, and tells them she knows what they're going through since it wasn't so long ago that she took those calls. According to revised path-goal theory, Judith is using a(n) ______ leadership style.

supportive

Lorelei frequently requests meetings between her team and counterparts in Portland. She often spots issues that will affect both groups and wants to work openly on coordination so there are no surprises for anyone. Lorelei plays a ______ role for her team.

task

Marcie frequently requests meetings between her team and counterparts in Portland. She often spots issues that will affect both groups and wants to work openly on coordination so there are no surprises for anyone. Marcie plays a _______ role for her team.

task

A collection of five employees who are studying industry pay scales, with the goal of making recommendations for adjusting pay grades within their company, is known as a(n)

team

a collection of five employees who are studying industry pay scales, with the goal of making recommendations for adjusting pay grades within their company, is known as a(n)

team

______ can be quite expensive, requiring a specially designed room with multiple cameras and high-definition video screens. Telecommuting Telepresence technology Netconferencing Videoconferencing Teleworking

telepresence technology Telepresence systems require a specially designed room with multiple cameras and high-definition video screens, simulating "the sensation of two groups of people at identical tables facing each other through windows." Telepresence technology can be quite expensive.

All of the following are rules for using smartphones except _____.

text during meetings or other conversations

All of the following are rules for using smartphones except _____. a. during meetings and public performances, shut off the ringer; set the phone on "vibrate" b. don't dial or text while driving c. keep your voice down; no need to SHOUT d. don't force the public to have to listen to your phone conversations e. text during meetings or other conversations

text during meetings or other conversations Five rules for using smartphones include the following: • Keep your voice down; no need to SHOUT. • Don't force the public to have to listen to your phone conversations. • During meetings and public performances, shut off the ringer; set the phone on "vibrate." • Don't text during meetings or other conversations. • Don't dial or text while driving.

Which of the following is incorrect about the leader-member exchange (LMX) model of leadership?

the LMX focuses only on the behaviors or traits of leaders

______ focuses on clarifying employees' roles and task requirements and providing rewards and punishments contingent on performance.

transactional leadership

Communication is the

transfer of information and understanding from one person to another. The process involves sender, message, and receiver; encoding and decoding; the medium; feedback; and dealing with "noise," or interference.

Charismatic leadership is now considered part of ______ leadership.

transformational

______ leadership helps employees pursue organizational goals over self-interests.

transformational

__________ leadership helps employees pursue organizational goals over self-interests

transformational

Which of the following is appropriate for workplace e-mail? a. and grammar errors b. trimming of the sender's e-mail when replying c. jokes d. complicated topics e. sensitive personal issues

trimming of the sender's e-mail when replying Tips for better e-mail handling include the following: (1) Treat all e-mail as confidential. Supervisors may legally read employee e-mail. (2) Be careful with jokes and informality. (3) Avoid sloppiness, but avoid criticizing others' sloppiness. (4) When replying, quote only the relevant portion. Edit long e-mail messages you've received down to the relevant paragraph and put your response immediately following. (5) Not every topic belongs on e-mail.

A person who scores high on the conscientiousness dimension is typically dependable, persistent, and oriented toward achievement.

true

According to John Kotter, management is about coping with complexity

true

According to John Kotter, management is about coping with complexity.

true

According to Maslow's hierarchy of needs, taking a sabbatical leave to further personal growth is an example of the self-actualization need.

true

According to the acquired needs theory, those who tend to seek social approval and satisfying personal relationships may have a high need for affiliation.

true

Assuming they have choices, people will make the choice that promises them the greatest reward if they think they can get it.

true

Autonomy describes the extent to which a job allows an employee to make choices about scheduling different tasks and deciding how to perform them.

true

Because internals seem to have a greater belief that their actions have a direct effect on the consequences of that action, they likely would prefer and respond more productively to incentives such as merit pay or sales commissions.

true

Gestures such as constructive statements about the department, expression of personal interest in the work of others, suggestions for improvement, training of new people, the caring for organizational property, and punctuality and attendance well beyond standard or enforceable levels are examples of organizational citizenship behaviors.

true

If you start a new job and find the job description and criteria for promotion to be vague, role ambiguity has occurred.

true

In general, job satisfaction today is higher than it was in the aftermath of the Great Recession of 2007-2009.

true

Initiating structure leadership is more concerned with task accomplishment than employee satisfaction or retention.

true

Low self-efficacy is associated with learned helplessness, the debilitating lack of faith in one's ability to control one's environment.

true

T/F Personality conflict is defined as interpersonal opposition based on personal dislike, disagreement, or differing styles.

true

T/F The tendency of people to exert less effort when working in groups than when working alone is known as social loafing.

true

The best leaders display both transactional and transformational leadership styles

true

The best leaders display both transactional and transformational leadership styles.

true

The goal-setting theory suggests that employees can be motivated by goals that are specific and challenging, but achievable.

true

There are two different approaches to job design. The traditional approach to job design is to fit people to the jobs; the modern way is to fit the jobs to the people.

true

conflict is a perfectly normal state of affairs

true

personality conflict is defined as interpersonal opposition based on personal dislike or disagreement

true

studies have shown that about 70% of workplace learning is informal

true

team composition reflects the collection of jobs, personalities, values, knowledge, experience, and skills of team members.

true

today, team work is considered the cornerstone of progressive management

true

Setting and time are

two ways nonverbal communication is expressed.

According to a BusinessWeek summary of management studies, which of the following is characteristic of men in the workplace, compared with women?

using a more autocratic style

Organizations may apply trait theory by _____.

using personality assessments and management development programs

According to expectancy theory, your ______ is low if you don't think a bonus or raise is going to be big enough to justify working evenings and weekends.

valence

Pat is something of a cheerleader around his team. He shares his vision and expresses his confidence in their ability to achieve it. He is quick to compliment and acknowledge their accomplishments, and is enthusiastic about their successes. According to revised path-goal theory, Pat is using a(n) ______ leadership style.

value-based

Using video and audio links along with computers to allow people at different locations to see, hear, and talk with each other is called _____. a. videoconferencing b. collaborative computing c. audioconferencing d. telecollaborating e. telecommuting

videoconferencing Videoconferencing, also known as teleconferencing, uses video and audio links along with computers to allow people in different locations to see, hear, and talk with one another.

During the storming stage of group and team development, which of the following is most important for the team leader to encourage?

voicing of disagreements

which of the following is most important for the team leader to encourage during the storming stage of group and team development?

voicing of disagreements

Erin, a department manager, is struggling trying to lead a cross-functional team. Most members are other department managers at her level, and they see no reason to do what she asks. Here, Erin has _____.

weak position power

Under which of the following conditions would a manager create conflict to improve performance?

when there are many yes-people in the group

A company that determines the acceptable number of consumer complaints it will expect for the upcoming year has set a statistical target. T/F

T

As part of their strategic control of the organization, the CEO and senior managers at Ford review the daily performance of the company's suppliers to determine which should be kept. T/F

T

Bureaucratic control attempts to elicit employee compliance using strict rules, a rigid hierarchy, well-defined job descriptions, and administrative mechanisms such as budgets, performance appraisals, and compensation schemes. T/F

T

The simplest definition of productivity is outputs divided by inputs. T/F

T

Management by measurement is a control principle that states that managers should be informed of a situation only if data show a significant deviation from standards. T/F

F

Productivity is monitoring performance, comparing it with goals, and taking corrective action. T/F

F

put the steps in the control process in order -compare performance to standard -take corrective action -establish standards -measure performance

1. establish standards 2. measure performance 3. compare performance to standard 4. take corrective action

Installing quality-control procedures that can be audited by independent quality-control experts is fundamental to _____.

ISO 9000

Which of the following is a good tip for being an effective writer? a. Write and send e-mails without proofreading—everybody is busy. b. Use abbreviations whenever possible. c. Keep it simple; use short words, sentences, and phrases. d. Include as many words on a page as possible to reduce the number of pages. e. Write in all caps.

Keep it simple; use short words, sentences, and phrases Keeping your words simple and using short words, sentences, and phrases help your efforts to be an effective writer.

Which of the following is not a financial control? audits budgets RATER financial statements ratio analysis

RATER

Which of the following is an attribute of good listeners? a. They judge all the details, including the speaker's dress, mannerisms, and accent. b. They recap what the speaker has said. c. They listen only to those with whom they agree. d. They know what they will say immediately following the speaker's remark. e. They focus on internal thoughts instead of the content of the message.

They recap what the speaker has said. Effective listening is a learned skill, but it takes energy and desire to develop it. Pay attention to the content of the message, ask questions to make sure you understand, and recap what the speaker said.

Which of the following steps of the control process would "worker-hours per ton" most likely NOT be used in? a. Taking corrective action b. Recognition of success c. Comparing performance to standards d. Measuring performance e. Establishing standards

a

The communication advantages of social media use by businesses can best be summarized as _____. a. distraction b. connectivity c. self-promotion d. productivity e. privacy

connectivity The essence of social media is connectivity. If deployed effectively, social media enable businesses to connect with key stakeholders, with various sources of expertise within the organization, and with experts outside the organization.

Ensuring that employees follow instructions fully and completely is the purpose of which one of the following management functions?

control

Which of the following is not a reason why control is needed?

control allows one to maintain authority over employees

Which of the following is an example of an informational resource control? a. a leadership survey b. a debt-repayment schedule c. a delivery-tracking system d. a competition analysis e. a personality test

d

__________ is the last step in the control process. a. Determine the problem b. Measure the performance c. Establish standards d. Take corrective action if necessary e. Develop an ideal

d

Typically, operational control is accomplished through reports issued _____.

daily

Which type of communication is highest in media richness? a. telephone b. face-to-face c. videoconference d. report e. newsletter

face-to-face

-A company that determines the acceptable number of consumer complaints it will expect for the upcoming year has set a statistical target.

false

-A pattern is a visual representation of the balanced scorecard that enables managers to communicate their goals.

false

-As part of their strategic control of the organization, the CEO and senior managers at Ford review the daily performance of the company's suppliers to determine which should be kept.

false

-Management by measurement is a control principle that states that managers should be informed of a situation only if data show a significant deviation from standards.

false

-Productivity is monitoring performance, comparing it with goals, and taking corrective action.

false

Active listening requires all except _____. a. interpreting verbal messages b. processing of information c. decoding d. full attention e. focusing on the delivery rather than content

focusing on the delivery rather than content Active listening, the process of actively decoding and interpreting verbal messages, requires full attention and processing of information. It also requires concentrating on content rather than the delivery.

An example of a norm of the Millennial or Internet Generation is

freedom, the desire to experience new and different things. This norm takes precedence over long-term commitments, and is expressed in a desire for flexible work hours and locations, to have a say in how things are done, and for freedom of choice.

Which of the following is not one of the three types of formal communication? a. grapevine b. horizontal c. vertical (downward) d. external e. vertical (upward)

grapevine The grapevine is an informal and unofficial communication channel.

External communication flows between people inside and outside the organization,

including stakeholders such as customers, suppliers, shareholders, or other owners, and so on.

A company that works to create a culture that encourages rank-and-file employees to make suggestions and question the status quo, and also measures employee growth, is developing which perspective of the balanced scorecard?

innovation and learning perspective

Which of the following is not a characteristic of a successful control system?

it is inflexible

______ focuses on problem solving and performance improvement, or speed with excellence, of a well-defined project.

lean six sigma

The telephone you use to speak to another person is an example of which part of the communication process? sender encoding decoding feedback medium

medium The means by which you as a communicator send a message is important, whether it is by an e-mail traveling over the Internet, by voice over a telephone line, or by a hand-scrawled note. This is the medium, the pathway by which a message travels.

Tactical control is performed mainly by _____.

middle managers

Oakley Lumber Mill formed a team to help the organization determine a course of action in the wake of a forest fire that temporarily closed access to its mountain satellite office. This is an example of a _____.

special-purpose team

ArcelorMittal is using the Gent production facility as a(n) ___________ to compare it to the Burns Harbor facility.

standard

Monitoring performance to ensure the highest levels of plans are being implemented and taking corrective action as needed

strategic control

Monitoring performance to ensure that mid-level plans—those at the divisional or departmental level—are being implemented and taking corrective action as needed

tactical control

__________ is the last step in the control process.

take corrective action if necessary

The grapevine is

the unofficial communication system of the informal organization, a network of gossip and rumor of what is called "employee language."

-Bureaucratic control attempts to elicit employee compliance using strict rules, a rigid hierarchy, well-defined job descriptions, and administrative mechanisms such as budgets, performance appraisals, and compensation schemes.

true

A boss who is a micromanager often works excessive hours, skips vacations, and needs to approve everything. T/F

F

Control systems affect each other and thus must remain independent of each other. T/F

F

The income statement summarizes an organization's financial results, its revenues and expenses, over a specified period of time such as a quarter or a year. T/F

T

Although telecommuting represents an attempt to accommodate employee needs and desires, it requires

adjustments and is not for everybody. People who enjoy the social camaraderie of the office setting, for instance, probably won't like it. Others lack the self-motivation needed to work at home.

Kara was required to take a word-processing test as part of her application for an executive assistant position. This control is part of the ______ area.

human resources

Britta is trying to measure her salon's productivity during the first quarter. For this period, she should divide _______ by the costs of her staff, loans, materials and utility bills. a. the average daily receipts b. the total salon services and products sold c. her projected revenue d. the number of clients e. her budgeted costs

b

Which of the following is not a perspective of the balanced scorecard? a. customer b. external processes c. innovation and learning d. financial e. internal business

b

Which of the following is not a reason why control is needed? a. Control helps an organization deal with complexity. b. Control allows one to maintain authority over employees. c. Control allows one to adapt to change and uncertainty and detect opportunities. d. Control helps one discover irregularities and errors. e. Control increases productivity or adds value.

b

Which of the following is the best example of bureaucratic control? a. Levi Strauss b. U.S. Army c. Monica's Diner d. Southwest Airlines e. Ritz Carlton

b

Michele manages employees at Maui Tours and Lodging. She has noticed that one of her employees submits via the computer system the same suggestions for continuous improvement multiple times, knowing that performance is evaluated on the number of suggestions only. This problem is typical of ______ control.

bureaucratic

Which of the following is a frequent barrier to effective measurement? a. The organizational culture allows too much risk taking. b. Top executives create the organization's strategy. c. Employees resist new measurement systems. d. The organizational culture overemphasizes teamwork. e. Communication is bureaucratic.

c

Which of the following is part of Deming's PDCA cycle? decide direct apply check process

check

Which of the following is not a suggested strategy for laying out your ideas in writing? a. most important to least important b. negative to positive c. least controversial to most controversial d. complex to general e. purpose first

complex to general Three general strategies for laying out your ideas in writing include (1) most important to least important—this is a good strategy when the action you want your reader to take is logical and not highly political; (2) least controversial to most controversial—this builds support gradually and is best used when the decision is controversial or your reader is attached to a particular solution other than the one you're proposing; (3) negative to positive—this strategy establishes a common ground with your reader and puts the positive argument last, which makes it stronger. In addition, you should start your writing by telling your purpose and what you expect of the reader.

______ control is an approach to organizational control that is characterized by informal and organic structural arrangements.

decentralized

Jimmy's supervisor noticed that he was struggling with the computerized setup for production runs at his new job. The supervisor observed him while he tried it again and gave suggestions for improvement. The supervisor is doing which step of the control process? a. Compare performance to standards. b. Measure performance. c. Control productivity. d. Establish standards. e. Take corrective action.

e

The two core principles of TQM are _____. a. improvement of customer relationships, and development of strong corporate culture b. uniform focus on delivering customer value, and improvement of management-employee relationships c. development of strong organizational culture, and continuous improvement of work processes d. improvement of employee morale, and enhancement of shareholder satisfaction e. uniform focus on delivering customer value, and continuous improvement of work processes

e

Which of the following is not a principle of Deming management? a. Quality can be improved on the basis of hard data. b. Improved quality leads to increased market share and employment. c. Quality should be aimed at the needs of the consumer. d. Companies should aim at improving the system. e. Companies should determine which workers are to blame for problems.

e

Which of the following is not characteristic of an external audit? a. performed by an independent organization b. performed by CPAs c. verifies the accuracy and fairness of financial statements d. verifies that generally accepted accounting principles have been followed e. primarily used when management suspects embezzlement

e

Which of the following is a not one of the seven challenges a manager must deal with in the 21st century? globalization economic stagnation ethical standards sustainability diversity

economic stagnation

-Zero-based budgeting allocates increased or decreased funds to a department by using the last budget period as a reference point.

false

A rich medium is

more effective with routine situations.

Texting while participating in a meeting or group conference call is an example of _____. a. e-tasking b. social camaraderie c. multicommunicating d. multichanneling e. multisharing

multicommunicating Multicommunicating represents "the use of technology to participate in several interactions at the same time," in one explanation. Examples would be answering e-mail messages during a lecture and texting during a dinner conversation or while participating in a group conference call.

When a pharmacist can't read a prescription because of a doctor's poor handwriting, it can be due to ________, which is defined as any disturbance that interferes with the transmission of a message. a.feedback b. interpretation c. transmission d. interference e. noise

noise Noise is any disturbance that interferes with the transmission of a message. It can occur in the encoding or decoding, as when a pharmacist can't read a prescription because of a doctor's poor handwriting.

Nonverbal language and other subtleties are

often lost in e-mail, so jokes may be taken as insults or criticism.

A(n) ______ budget projects what an organization will create in goods and services, what financial resources are needed, and what income is expected.

operating

Monitoring performance to ensure that day-to-day goals are being implemented and taking corrective action as needed is known as ______ control.

operational

Monitoring performance to ensure that the lowest level plans—day-to-day goals—are being implemented and taking corrective action as needed

operational

______ beliefs about a certain group of people are stereotypes. a. Unusual b. Positive c. True d. Critical e. Oversimplified

oversimplified A stereotype consists of oversimplified beliefs about a certain group of people.

An organization that is examining its return on investment (ROI) is using _____.

ratio analysis

-Among the mechanisms that contribute to measurement-managed companies' success are that top executives agree on strategy and the organizational culture emphasizes teamwork and allows risk taking.

true

-Control systems should be realistic, positive, understandable, and flexible and encourage self-control.

true

-The income statement summarizes an organization's financial results, its revenues and expenses, over a specified period of time such as a quarter or a year.

true

The two core principles of TQM are

uniform focus on delivering customer value and continuous improvement of work processes

The type of budget that can be adjusted over time for changing environmental conditions is known as a(n) _____or ______ budget.

variable or flexible