Test Prep- Principles of Management C483

To ensure a productivity goal is met, a manager provides new computers and software updates for all employees in the company. Which aspect of a SMART goal is reflected by this manager's action? Choose 1: Achievable Strategic Time-bound Operational

Achievable *When setting achievable SMART goals, it is important to make sure that the resources needed to accomplish a task are available to the employees.

Which organizational characteristic affects a company's ability to rapidly change its processes? Choose 1: Agility Mindfulness Hierarchy Collaboration

Agility *An agile organization is one that is able to change quickly and succeed

Chief marketing officer (CMO), Cynthia Troutman, was tasked with developing and communicating a marketing brand to win over new customers for the new rechargeable battery. Which managerial attribute should she use to successfully complete this assignment on this tight timeline? Choose 1: Creating vision Eyeing the horizon Allocating proper resources Taking on risk

Allocating proper resources *Managers are responsible for working through and with others to efficiently and effectively complete activities that meet the goals of the organization.

Executives at a manufacturing company have started a change initiative focused on retooling the production process to be more efficient. Which group will resist this change due to possible job loss? Choose 1: Executive team Frontline workers Sales force Assembly trainers

Frontline workers *Frontline workers may be concerned about job losses. Involving them in understanding the need for change will reduce staff morale problems. It will also prevent workers from under-mining the change process.

Charlie and his senior management team hire interpreters to attend meetings with prospective partners. Which communication barrier to change is the company working to overcome? Choose 1: Time zone Language Technological Cultural

Language *The various languages involved the new partnership could introduce a communication barrier to the process.

Sure Start needs to achieve success as it makes changes to its company structure. What is one thing Charlie and his leadership team need to do to meet this goal? Choose 1: A. Keep any negative information from employees B. Communicate effectively with all stakeholders C. Set clear consequences of what happens if employees fail D. Adopt change management methods used by competitors

B. Communicate effectively with all stakeholders *Explain why the change is necessary, what the benefits are, and how changes will be implemented.

Which information does a projected income statement report as a function of the budget-planning process? Choose 1: Market share Deferred revenue Current profit Sales plan

Current profit *The projected income statement contains sales and other data from the previous financial period. This provides information on current profit and expenses.

Which element of project management requires budgeting for customer choices? Choose 1: Inventory requirements Production timeline Customization costs Implementation initiative

Customization costs *Determining the cost of product customization is important to establish. Identifying the costs associated with each customization option is important in budgeting for customer choices.

Why should a manager regularly compare budgeted revenues and expenses with actual operational performance? Choose 1: For financial prediction purposes For control purposes To create contingency plans To analyze environmental factors

For control purposes *Regular monitoring of budgeted versus actual performance allows managers to control operations so budgets can be corrected if necessary.

Vison Statement

A vision describes where a company wants to be in the future.

A hardworking, dependable employee is struggling to perform a particular job. What is the first step a manager should take before assigning this employee to another job? Choose 1: A. Contact the employee's union representative for suggestions B. Identify the employee's strengths and weaknesses C. Refer the employee to human resources for an evaluation D. Provide the employee with training and a mentor

B. Identify the employee's strengths and weaknesses *A great manager understands an employee's strengths and weakness before determining the best approach to help a struggling employee.

Chief marketing officer (CMO), Cynthia Troutman, is setting SMART goals for developing the new marketing brand for Sure Start. One of the goals involves increasing new customers for the rechargeable electric batteries. Which SMART goal should be used to obtain this result? Choose 1: A. Send out emails to the top auto manufacturers worldwide to promote the new electric battery product line as an eco-friendly choice B. Increase the number of new customers who have heard of Sure Start's rechargeable electric battery through advertising and promotion C. By the end of the calendar year, buy placement in the top auto industry print publications in U.S., German, and Chinese markets D. Advertise in magazines in all of the countries where Sure Start wants to attract new automotive customers and offer discounts

C. By the end of the calendar year, buy placement in the top auto industry print publications in U.S., German, and Chinese markets *It is clear, measurable, time bound, and motivating.

Which external force motivates a fast food restaurant chain to initiate a change project? Choose 1: A. State worker compensation rates decline due to fewer accidents B. Food service employees reach out to the local union for organizing information C. Competitor adds healthy menu items that will attract customers D. The Board of Directors conducts a nationwide search for a new president

C. Competitor adds healthy menu items that will attract customers *When a competitor adds a new product that could take customers away from the fast food restaurant, this outside force would initiate a change project.

A manager, who is acting as an internal consultant, is asked for a product recommendation. Which activity is this manager performing? Choose 1: A. Developing a comprehensive long-range plan B. Coordinating work with several departments C. Determining appropriate software to be purchased D. Overseeing the work of subordinates

C. Determining appropriate software to be purchased *Using expertise to help solve a problem represents internal consulting. Therefore, this is the correct answer.

A company has decided to reconfigure its office layout and consolidate the employees' workstations onto one floor instead of three. An employee voices concern about the move and how it will affect access to a copy machine, an essential piece of equipment for the person's job. Which barrier to change is this employee displaying? Choose 1: Influence insecurity Role confusion Habit disruption Task conflict

Habit disruption *People resist change due to the way it can disrupt their work habits. In this instance, the individual voices concern about how not being able to access the copier as easily will impact his/her daily work.

As Sure Start works to establish their offices in Germany and Vietnam, its managers will be doing so in cultures that they are not familiar with and will be hiring local employees to fill the positions. According to Robert Katz, which managerial attribute will support expansion into these new markets? Choose 1: Human relation skills Long-term vision Conceptual understanding Technical skills

Human relation skills *These are the interpersonal skills managers use to accomplish goals.

Leadership at an IT manufacturing company decides to outsource future production to decrease labor costs. The production team immediately goes on strike to demonstrate their opposition to this decision. As a result, production stops. Which barrier to change does this represent? Choose 1: Supplier Technology Customer Labor

Labor *People process barriers occur when people disagree with process changes and stand in the way of making a change. In this scenario, the production team has decided to go on strike and disrupt production to demonstrate its opposition to the outsourcing. This is a labor process barrier.

What is the function of a tactical plan? Choose 1: Identifying short-term actions Committing significant resources Emphasizing future operations Creating long-term goals

Identifying short-term actions *A tactical plan identifies the steps required to achieve the strategic goals of the organization. The plan is specific, and is adjusted as the strategic goals are changed based on organizational and environmental conditions.

Two separate manufacturing firms are planning on merging within the next six months. A member of one of the firms has been anxious about this pending change and the impact it will have on the individual's job security. As a result, this individual has been spending a good deal of time taking initiative on new projects, mentoring other employees, completing extra work, and supporting management. What type of behavior is this individual displaying? Choose 1: Non-verbal communication Impression management Cognitive dissonance Team dynamics

Impression management *Impression management is being displayed, as seen in the individual's behavior. The employee is hoping for a positive outcome by working to influence management's perceptions of his/her behavior leading up to the merger.

Which report shows the change in the company's financial performance over a stated period of time? Choose 1: Income statement Revenue projection Balance sheet Sales budget

Income statement *The income statement shows the change in the financial status of an organization over a specified period.

A manager asks an employee to take on extra work and the individual asks why that is necessary. In response, the manager simply points at the position title on the nameplate sitting on his desk and says, "That's why." Which source of power is this manager displaying? Choose 1: Expert Referent Interpersonal Legitimate

Legitimate *Legitimate power is the power a manager has because others believe they possess the "right" to influence them and that they ought to obey. This manager is using a position, and only the power of that position, to obtain a response.

Over the course of the next 3-5 years, a firm looks to grow revenue by 10%, expand into two new geographic markets, and launch two new projects which are currently in the research and development stage. Which business component is being addressed by this firm? Choose 1: Vision statements Long-term goals Grand strategies Short-term goals

Long-term goals *Long-term goals are mission-supporting activities that a firm seeks to accomplish within a 3-5-year timeframe.

A manager continually gathers data regarding the organization's competition and the general business environment. Which management attribute is this individual displaying? Choose 1: Monitor Figurehead Negotiator Influencer

Monitor *Managers continually scan the environment for information. This type of fact-finding is specifically mentioned in this scenario.

A business owner began to computerize the organization's operations and has encouraged members of the staff to see the change as an opportunity for professional development. Which leadership attribute is this business owner exhibiting? Choose 1: Reducing risks Focusing on short-term goals Eyeing the horizon Motivating employees

Motivating employees *Taking time to encourage one's workers and giving them the freedom to make decisions are leadership attributes of motivation and empowerment.

Which element of the Big Five Model positively influences a person's desire to embrace change within an organization? Choose 1: Extraversion Conscientiousness Openness Agreeableness

Openness *Openness to new experience is related to a person's ability to accept and embrace change.

Which inherent costs do managers need to consider when choosing one course of action over another? Choose 1: Sunk Variable Opportunity Fixed

Opportunity *Opportunity costs must be considered to make this decision. All other costs are bundled in a true estimate of opportunity costs.

What factor has to be aligned to the company's change management efforts for the change to be successful? Choose 1: Competitive influences Company history Organizational culture Corporate governance

Organizational culture *To affect change properly, the leaders of organizations must align their organizational culture to the proposed change management efforts. Doing so helps create buy-in from those affected by the proposed change.

Which factor impacts how individuals perceive change within an organization? Choose 1: Salary Personality Work style Benefits

Personality *One's personality will impact the way change is viewed within an organization.

Which factor impacts a manager's roles and responsibilities? Choose 1: Outside competitive forces Style of leadership Position within the organizational hierarchy Financial performance of the department

Position within the organizational hierarchy. *The roles and responsibilities vary according to whether the individual is a top manager, middle manager, first-line manager, or team leader.

What is the purpose of using Lean techniques in change management? Choose 1: Align operations with the mission Reduce process inefficiencies Analyze need for improvements Create transformational change

Reduce process inefficiencies *A Lean project is intended to make small process changes such as reducing waste and inefficiencies. It is not a project involving a large scope of change in the organization.

What is the desired outcome of a change management initiative? Choose 1: Ambiguity is eliminated. Employee buy-in is used. Impact is clearly identified. Results are attained.

Results are attained. *Achieving the hoped-for consequence or result identified at the start of the initiative is the desired result.

Which term describes employees' efforts to emulate the behavior of leaders seeking to affect change within organizations? Choose 1: Impression management Internal equity Power distance Role modeling

Role modeling *Role modeling is the process by which employees modify their own beliefs and behaviors to reflect those of the leader managing change processes.

A technology company trains businesses to use web-based solutions to track customer product decisions. Which aspect of operations will this technology improve? Choose 1: Inventory management Sales forecasting accuracy Receivables collections Cash flow management

Sales forecasting accuracy *Tracking customer product decisions will provide a method to estimate future sales. This is the function of sales forecasting. Sales forecasting supports the budgeting process by identifying expected inventory needs.

Which component must be developed when creating an operating budget for the upcoming fiscal year? Choose 1: Financial assets Sales plan Owner's equity Cash flow

Sales plan *The sales plan is a projection of the expected number of items that will be sold during the upcoming year.

An employee was recently promoted to an executive level management position in an organization. Which type of planning will this employee manage in this new role? Choose 1: Tactical Strategic Operational Contingency

Strategic *Strategic planning involves long-range planning by executive management to determine the principle objectives of the organization.

An organization is in the process of implementing a strategic management process to accomplish long-term goals and sustain competitive advantage. What is the first step this organization should take in this process? Choose 1: Strategic objectives and analysis Strategic implementation Strategic formulation Strategic evaluation and control

Strategic objectives and analysis *Objectives and analysis is the first step in the entire strategic management process. This step includes the SWOT analysis, which is used to determine objectives and goals.

A senior manager's work involves both management and leadership roles. The focus is on creating specific, long-term goals for the future direction of the company. Which leadership attribute is being asked of this manager? Choose 1: Strategic visionary Influence maker Resource allocator Decision maker

Strategic visionary *This is a macro-level leadership attribute that focuses on the long-term range.

Sure Start is expanding into Asia and Europe and undertaking a new partnering strategy. What type of change is Sure Start undergoing? Choose 1: Structural Developmental Cultural Technological

Structural *Structural change targets the changes in the relationships of Sure Start Batteries. It includes reorganizing, adjusting job roles, and revising assignments in the company.

A manager is requested to help whenever there is a breakdown in a firm's production line. Which primary skills does this manager need to apply when such breakdowns occur? Choose 1: Conceptual skills Delegation skills Technical skills Communication skills

Technical skills *Having knowledge and expertise in specific area(s) and the ability to apply that knowledge composes a manager's technical skills.

A marketing team sets a goal to increase its product market share by 10%. Which other component of a SMART goal should the team include? Choose 1: Time-bound Measurable Acceptability Specificity

Time-bound *The goal needs a defined deadline for it to be achieved.

A significant change in a company's billing process was recently implemented. Which component of change management should be used now? Choose 1: Communicate effectively Create a clear strategy Track progress Empower employees

Track progress *Management will want to closely monitor the changes to be sure the intended result is being achieved. This involves talking with employees and determining if small changes are needed to improve efficiency and customer satisfaction.

What is the function of operations management in achieving strategic goals? Choose 1: Defines goals to support mission Describes long-term business goals Transforms resources into profits Focuses on broad company outcomes

Transforms resources into profits *Operations management is focused on producing goods and services from inputs to create profits. Operations management is critical to implementing the day-to-day responsibilities associated with achieving strategic goals.

An urgent care center is planning to change from being open eight hours on the weekend to 24-hour coverage. Which step should leadership take at this point to overcome barriers in this change process? Choose 1: Engage a human resource consultant Understand the root cause of resistance Revise tactics to meet strategic objectives Hire staff willing to adapt to the schedule

Understand the root cause of resistance *Employee resistance should not be ignored as it can undermine the change effort, even if only a small number of staff are resistant. Before taking any action, the root cause of the resistance should be understood to determine the best actions.

An individual over-reported the company's income to increase the stock value. This led to the loss of trust among shareholders and an investigation by the Securities and Exchange Commission (SEC). How should this leader's action be characterized? Choose 1: Weak Ineffective Unethical Reactive

Unethical *The leader in this scenario is acting unethical. The action the leader took was against both ethics and the law.

A company owner writes a detailed and clear picture of what the company will look like five years from now. What is he/she defining to the employees? Choose 1: Vision Statement Mission Statement Innate Attribute Organizational Structure

Vision Statement

What are the two major components of the master budget? Choose 1: Financial and operating budgets Direct materials and overhead budgets Capital expenditures and cash budgets Selling and administrative budgets

Financial and operating budgets *The master budget is comprised of the operating budget and the financial budget.

Why should companies conduct human capital planning as part of the strategic planning process? Choose 1: Fulfills the plan Adjusts the existing plan Evaluates the plan Establishes the plan

Fulfills the plan *Human capital planning allows firms to assess where gaps is skills exist and then implement plans to fill those gaps in support of the firm's strategic plans.

What is a benefit of using oral communication over written communication to share information in the corporate setting? Choose 1: Reduced opportunity for disagreement Stronger channel richness Lower message degradation Higher degree of accuracy

Stronger channel richness *Oral communication has a high level of channel richness, which means that the receiver will be able to pick up on sarcasm or other tonal aspects of the intended message. This provides greater context and opportunity for accurate interpretation of the intended meaning.

Which model describes communication as a process where people create social realities, generate communities, and form intercultural alliances? Choose 1: Transaction Interaction Application Transmission

Transaction *The Transaction Model is socially-based and deals with cultural contexts. People use it to help create intercultural alliances and self-concepts.

Which individual should work with Heather to start the budgeting process? Choose 1: Will, operations manager Marney, sales manager Rob, the owner of the company Rachel, human resources manager

Marney, sales manager *The sales budget is the starting point for the operating budget.

A new manager is disappointed in the treatment received from the staff. Staff members do not respect the authority of the position and continuously mention the old manager's style as being more effective. Over the next month, the new manger retaliates by reporting every team member at different times. Once that practice begins, the team members question why they are being reported since there are no behavior incidents that have occurred. Which type of communication style is being used in this situation? Choose 1: Aggressive Assertive Passive Passive-aggressive

Passive-aggressive *The new manager was passive about the staff showing disrespect but is aggressive later by writing up the team members for no apparent reason(s).

Which type of assertive style uses the forcing, or competing, strategy? Choose 1: Those who want a quick agreement People who do not want to upset others Those who do not want to take ownership of issues People who use an autocratic leadership style

People who use an autocratic leadership style *The people who employ this strategy want to get their way at all costs with little or no regard for others' needs.

What should Rachel do prior to searching for potential employees to hire the right person for this job? Choose 1: Determine how many to hire Create an on-boarding process Perform a job analysis Write job descriptions

Perform a job analysis *Job analysis is collecting data about what each job entails through interviews of current employees in the position.

A company leader chose to speak to employees at 4:30 p.m. on a Friday before a holiday weekend about an important organizational change. The setting, the company cafeteria, is comfortable and well known, and the delivery was flawless. Later, the leader realizes that most employees did not hear the information. Which factor affected the delivery of this message? Choose 1: Encoding Decoding Environmental setting Psychological noise

Psychological noise *Psychological noise is when the thoughts of your audience are otherwise occupied, and this lack of attention impedes the delivery of a message from another source.

A staff member is giving a continuing education presentation to other employees. The staff member wants to ensure he speaks briefly and concisely. Which presentation term is being described? Choose 1: Engagement Tone Punctuality Organization

Punctuality *Punctuality means being concise or brief and to the point. The staff member should be prepared to state points clearly and support them with evidence in the straightforward manner.

When employees receive training on making dental equipment, they are taught the quality standards for each product they will be involved in manufacturing. What is a purpose of this training? Invoice 1: Reduce production costs by eliminating waste Provide needed job skills Create job opportunities Encourage teamwork on the production line

Reduce production costs by eliminating waste *When employees are trained in the quality standards for the product they are producing, they can prevent items from not meeting standards or detecting and eliminating items not meeting standards. This reduces overall production costs.

A legal assistant, supporting multiple partners in a law firm, is asked by one of the partners to respond to a customer inquiry, but is unable to do so because of a tight project deadline for another partner in the firm. Now there is tension, resulting in several conflicts over work assignments. What is the origin of this conflict? Choose 1: Value differences Resource scarcity Role incompatibility Structural issues

Resource scarcity *The attorney's office appears to have a scarcity of resources as the assistant is expected to complete work assignments from more than one boss. This causes conflict as the assistant must prioritize the work without clear direction from leadership.

A telephone call center has hired three new employees. The new hires must undergo three days of orientation before beginning work. What is the center's purpose for this three-day period? Choose 1: Improve productivity on the job Set expectations for the job Give time to practice job duties Help expand personal skill sets

Set expectations for the job *During employee orientation, the company sets expectations for new hires, which include expected work habits and adherence to the culture and values.

A fast food chain restaurant seeks to open three more locations in a geographic territory within a one-year timeframe. Which type of goal is being used for this expansion? Choose 1: Immediate-term Long-term Short-term Ultra-long-term

Short-term *Short term goals are operational issues a firm seeks to address within a 1-year period.

There are two employees in disagreement over a decision to be made. A director attempts to minimize the differences between the employees to reduce the emotional responses by each. Which conflict management technique is being used by the director? Choose 1: Avoiding Smoothing Yielding Integrating

Smoothing *The smoothing approach only reduces the differences among people who have conflicts. This is a tactic that is used in conflict management but is not part of conflict resolution.

An employee receives feedback from a supervisor with detailed methods for improving performance. Which SMART goal component did the supervisor use during this interaction? Choose 1: Measurable Specific Realistic Time-bound

Specific *One component of a SMART goal is providing a specific statement. Specific statements answer the questions: who, what, where, when, which, and why. This supervisor provided specific and detailed methods for improving performance.

During the budgeting process, Will determined that his group needed to develop a project to help increase productivity in the dyeing department. Rob has asked Will to put together a budget for this project. For Will to get buy in from Rob, which steps should he include in budgeting for the new project? Choose 1: A. Define the project, list all associated tasks, estimate time and costs, and list constraints and considerations B. List anything that could go wrong, hire new employees, determine time to complete, and find consultants C. Track return on investment, forecast sales volume, list changes in inventory, and calculate cash flow D. Schedule meetings with stakeholders and board of directors, determine scope of project, list resources available, and create process flow chart

A. Define the project, list all associated tasks, estimate time and costs, and list constraints and considerations *These are the steps in project management that help to get stakeholder buy in on the budget for a project.

According to Vroom's Expectancy Theory, if an individual chooses to take on a learning opportunity to promote personal development, which outcome will the individual expect? Choose 1: Internal equity among staff members A stronger sense of affiliation with peers Universal reward for all employees A specific reward the employee values

A specific reward the employee values *Vroom's expectancy Theory is based upon the principles that behavior results in a specific reward, and the specific reward must be valuable to the individual.

Which guideline is necessary to follow when writing a precise job description? Choose 1: A. Be specific about the qualifications and experience required B. Provide information on the associated salary and benefits C. Include general terminology regarding roles and responsibilities D. Include trends for related positions

A. Be specific about the qualifications and experience required *This is a primary guideline for writing a precise job description.

What do job costing and process costing for projects have in common? Choose 1: A. Both have predetermined overhead rates. B. Both are for a single long-term product. C. Both have costs accumulated by department. D. Both are for different jobs with varied production requirements.

A. Both have predetermined overhead rates. *Job costing and process costing both have predetermined overhead rates.

During which stage of project management are success factors identified? Choose 1: A. Considering constraints on time, money, and resources B. Defining the project and list all necessary tasks C. Estimating the resources needed D. Developing detailed implementation plans

A. Considering constraints on time, money, and resources *All projects have risks that can affect success of the business. These are considered and documented at this step, step 4.

An employee has expressed an interest in career advancement. Consequently, the employee and the respective manager begin establishing a career development program for the employee. They establish a number of SMART goals to support the effort. Which goal focuses on the "T" element of the SMART model for this employee? Choose 1: A. Earn a certification within three months that will support promotion B. Obtain a promotion into management within the organization C. Get a higher paying job outside the organization based upon training D. Redevelop current job responsibilities to prepare for advancement

A. Earn a certification within three months that will support promotion *The "T" component of the SMART model says that goals need to be stated time-based. In this scenario, completing the certification within three months satisfies that need.

A manager discusses with employees the company's long-term strategic-planning goal of reducing employee injuries by 50% over the next five years. Which operational strategy will management use to start monitoring goal achievement? Choose 1: A. Establishing baseline performance measures B. Surveying employees to ascertain safety priorities C. Identifying trends in the industry related to the goal D. Analyzing competitor safety management strategies

A. Establishing baseline performance measures *To be actionable, goals must be measurable. Baseline performance data are critical when monitoring goal achievement.

Which action is recommended for leading change effectively within an organization? Choose 1: A. Listening to what naysayers have to share B. Restricting the decision process to top management C. Avoiding deviation from the initial strategic plan D. Ignoring previous efforts to implement change

A. Listening to what naysayers have to share *Listening to those who resist a proposed change may provide valuable insights into why it may not work and how to design it more effectively.

In preparing the production budget, Will looks at the number of times in the past two years that Second Life Flooring has had to re-dye rolls of carpet because the production group dyed it the wrong color. He has determined that they re-dye 20 rolls of carpet annually and that the error costs the company $8,000. He wants to make sure that the budget covers this issue. Should Will budget for the $8,000 additional costs? Choose 1: A. No, the re-dye cost is a sunk cost and can lead Will to make the wrong decision of allowing re-dyes instead of fixing the process to prevent incorrect dyeing. B. Yes, Will needs to make sure he can capture all costs that occur in the production process so that he will be covered when the actual costs are incurred. C. No, Will has analyzed the impact of errors on the production process and now he needs to focus on ways to recover the costs of the re-dye errors. D. Yes, this will allow the company to achieve its financial goals by accessing the budgeted funds when errors occur that require carpet re-dyes.

A. No, the re-dye cost is a sunk cost and can lead Will to make the wrong decision of allowing re-dyes instead of fixing the process to prevent incorrect dyeing. *Sunk costs cannot be recovered and should not be included in budgeting. Instead, the production team, working with Will, should analyze why the re-dyes occur so frequently, and determine if there is a preventative measure that can be added to the production process to reduce the number of re-dyes. This would work towards reducing the sunk costs.

Chief Financial Officer (CFO) Darris Johnson is recommending that senior leadership create clearly defined goals for both the short term and the long term. Which short-term goal should be created by the senior leadership? Choose 1: A. Staffing the Vietnam office with the appropriate headcount B. Increasing the customer pool by 150% C. Determining the marketing strategy for the next generation of rechargeable batteries D. Hiring a replacement General Manager for the Asian market.

A. Staffing the Vietnam office with the appropriate headcount *Leadership's focus for the immediate future should be hiring staff for the Asia office.

Which attribute is possessed by managers when compared to leaders? Choose 1: A. They use their authority to gain compliance. B. They are most productive when they challenge authority. C. They motivate through intrinsic processes. D. They gain power through their sense of influence.

A. They use their authority to gain compliance. *Using authority is how managers gain compliance. This comes from the "rights to act" that they are given by the company as well as the position they hold within the corporate hierarchy.

An employee has been working at a firm in an entry-level sales support role for the last five years. Unhappy with the future prospects of the position and the company's unwillingness to offer a promotion, the individual decides to establish self-directed career prospects. The individual has a passion for sales and is motivated by money. Considering the employee's desire for advancement, which SMART goal addresses the greatest number of elements of the model? Choose 1: A. To become a local salesperson for Company X within three years, earning $100K per year B. To launch a successful 1000-person company within three months and lead its sales division C. To get hired as a salesperson for a successful firm D. To become a leading salesperson in the related industry

A. To become a local salesperson for Company X within three years, earning $100K per year *This statement addresses all of the elements of a SMART goal: Specific: "to become a local salesperson for Company X" Measurable: "earning $100K per year" Attainable and realistic: "local salesperson" Time-based: ''within three years"

Two managers are having a conversation, and both are interested in knowing and understanding the other's point of view. What type of listening is being used by these managers? Choose 1: Passive Appreciative Active Competitive

Active *Active listening occurs when two individuals work to understand what each is communicating.

Which aspect of project management requires identifying limits or risks to the project? Choose 1: Definition Plans Constraints Estimation

Constraints *Project constraints explain what limits or risks are associated with the project. For example, an economic downturn could result in customers spending less on a company's product, which presents a risk to a company that is investing in producing a new product.

A manager is experiencing unusually high turnover in the department. The manager's supervisor has explained the importance of retaining key employees, and the manager is grateful for this insight. During the conversation, the supervisor shows interest in what the manager is saying and checks to make sure that the information being provided is fully understood. Which type of listening skill is the supervisor using during this interaction? Choose 1: Passive Process Competitive Active

Active *Active listening takes place when the receiver is interested in what the sender has to say and the receiver confirms the message is understood correctly.

Two people own and operate a family business but have historically failed to share a common vision for the company. One individual wants to expand the business into other areas while the other wants to focus on improving customer service. The business has suffered due to this ongoing conflict. Which action should the owners take to resolve this conflict? Choose 1: Address the issue and agree on how to move forward Identify which owner was responsible for past problems Hire attorneys to represent each owner's legal interests Focus on individual owner's needs and prioritize them

Address the issue and agree on how to move forward *Addressing the issue would be in the best interest of the business because it would help the owners adopt a positive approach to the problem.

An individual working in a university admissions office complained to the supervisor about one of the long-time employees not doing their share of the work. The supervisor investigated the situation and found no productivity or work-related problems. What type of conflict does this situation represent? Choose 1: Constructive Value Leadership Affective

Affective *This is a people-focused conflict that involves basic differences in perception or negative past experiences. For example, in this scenario the individual reporting problems with the long-time employee may have a grudge from some past dispute and merely wants to get settle a score. In this situation the manager should work to uncover the root cause of the conflict before attempting to resolve it.

A managers blames others for problems and talks to employees in a manner that indicates lack of concern for their welfare. Which communication style is this manager displaying? Choose 1: Passive-aggressive Assertive Aggressive Passive

Aggressive *The aggressive communication style is seen in someone who tries to get their way by dominating others, speaking in a demanding and loud voice, and criticizes and blames others.

An employee works in the marketing department at an education center and is speaking with a coworker about upcoming events on the calendar. The employee is listening to the coworker's ideas and wants to respond in a way that indicates she is using active listening skills. How should this employee respond? Choose 1: Indicate that the message was heard by nodding Discuss potential events that can be added to the calendar Talk about the next event on the calendar Ask questions to clarify the message

Ask questions to clarify the message *Asking questions for clarification shows high interest in what the speaker has to say.

Which technique is used for active listening? Choose 1: Sharing one's own view point on subject matter Folding arms tightly in front of the body while listening Asking questions to confirm what has been said Preparing a response to what is being said by the speaker

Asking questions to confirm what has been said *This is one technique of active listening. This enables the speaker to understand that the listener is paying attention to what is being said.

Two employees are working on the same project and are involved in a serious argument about the matter. Their manager intervenes to address the conflict. How should further discussion about this issue be handled? Choose 1: During the regular staff meeting As soon as possible At a later date In one of the professional's offices

At a later date *It is always a good idea to postpone discussion of issues to a later time, when emotions are in control. If they are discussed immediately, it may lead to escalating the conflict.

Which management style is likely to alienate employees? Choose 1: Authoritarian Democratic Persuasive Laisse-faire

Authoritarian *A manager with little or no people skills can end up using an authoritarian leadership style and alienating employees

Because of its expansion into new parts of the world and entrance into the rechargeable electric car battery market, Sure Start's organizational culture will change. Sure Start needs to help employees understand and align with the values and direction of the evolving company. What is one way Sure Start can meet this goal? Choose 1: A. Show the employees the financial results that could be achieved by the change B. Create a sense of urgency by explaining to the employees why change is important C. Allow the employees a few days off to process the news of all the changes D. Increase employee pay to offset any worries that the staff may experience due to change

B. Create a sense of urgency by explaining to the employees why change is important *In successful culture change efforts, leaders communicate with employees and present a case for cultural change.

An organization has developed plans to expand its reach by taking advantage of opportunities in foreign countries. The plan includes manufacturing its primary product in a specific country. Which operational strategy must be completed as part of this project? Choose 1: A. Determining if the country chosen recognizes the dollar B. Finding a location for the production facility C. Working with attorneys to secure intellectual property rights D. Revising the organization's mission and vision

B. Finding a location for the production facility *Operational strategy decisions are related to the day-to-day operations of an organization and are focused on meeting customer demand. Examples of operational strategy decisions include finding a location, using production technology, hiring labor, and purchasing equipment. In this scenario, the organization needs to secure a production facility to expand into foreign markets.

How could Will use the sales budget to plan for increased production and the use of more overtime? Choose 1: A. He could ask Marney to revise the sales budget to make it easier on the operation group of the company. B. He could make plans to either incur the overtime costs or increase production earlier in the first quarter to offset some of the overtime costs. C. He could review the sales budget and fulfill a percentage of customer orders. D. He could buy additional equipment and buildings to increase the capacity of producing carpet.

B. He could make plans to either incur the overtime costs or increase production earlier in the first quarter to offset some of the overtime costs. *He could produce more carpet earlier in the first quarter to offset the overtime costs.

What is the purpose of reflective thinking? Choose 1: A. Helps construct meaning from watching others B. Helps better understand personal perspective C. Helps better understand others viewpoints D. Helps get more control over perception and communication processes

B. Helps better understand personal perspective *Reflective thinking is when ones thinks about past and present experiences and what they have learned and feel about them. This helps a person better understand why they think the way they do and is the purpose of reflective thinking.

Why should an individual use SMART goals when conducting career planning efforts? Choose 1: A. Develops an individual's career planning competencies B. Increases an individual's chances of success in attaining chosen goals C. Improves the likelihood that the individual will be recruited by other firms D. Strengthens a resume to gain current employer approval

B. Increases an individual's chances of success in attaining chosen goals *Writing objectives using the SMART model makes it easier to determine whether they have been successfully met.

A thriving organization is trying to encourage their managers to use their leadership attributes rather than their managerial attributes to engage employees. Which statement accurately describes this goal? Choose 1: A. Leaders are able to handle the day-to-day operations of the organization. B. Leaders do not necessarily need to be in a position of power to be successful. C. Leaders have the full backing of the organization's board of directors. D. Leaders possess innate qualities from birth that many do not possess.

B. Leaders do not necessarily need to be in a position of power to be successful. *The power level is separate from a successful outcome. Many leaders are successful and yield little power.

Which action should a firm take to support professional development plans for employees? Choose 1: A. Hire new human resources directors frequently B. Provide specific feedback to employees on their work performance C. Support a quota system for advancement into executive management D. Team employees together to improve performance

B. Provide specific feedback to employees on their work performance *Performance evaluation is an essential element of successful human resource development (HRD) programs.

How can people benefit from 360 degree reviews as part of their professional development efforts? Choose 1: A. They can obtain professional feedback across multiple review periods. B. They can obtain performance feedback from a variety of stakeholders. C. They can be ensured of promotion into higher levels of management. D. They can be ensured of longer tenure at the firms where they are employed.

B. They can obtain performance feedback from a variety of stakeholders. *A 360 degree review is designed to provide constructive feedback from multiple levels and from within as well as outside the organization. It is more comprehensive than a typical boss-subordinate review.

How do leaders in an organization exercise power? Choose 1: A. Through their ability to adhere to best practices B. Through their ability to influence others C. By reacting to competitive forces D. By following a company's bylaws

B. Through their ability to influence others *Their ability to influence others is how leaders exercise power. This is due to the fact that leaders gain power by creating a dynamic where other want to follow and support their vision. As such, influencing others to want to get on board with that vision requires the ability to influence.

In which situation would a leader use the competing strategy? Choose 1: A. When the concerns of the parties involved are too significant and cannot be compromised B. When an immediate decision is needed and an outcome cannot be compromised C. When a leader wants the team to develop and learn from their own mistakes D. When relationships are strained and retaliation may ensue

B. When an immediate decision is needed and an outcome cannot be compromised *Competing strategy is used when an immediate decision is needed.

Executive team members in a computer chip company have differing opinions on subjects ranging from solving quality control problems to changing supply sources. This type of conflict is encouraged as long as the interaction does not disrupt teamwork. Why does the company permit this situation to occur? Choose 1: Improved leadership skills Less work force turnover Better management decisions Fewer process changes

Better management decisions *Constructive conflict, such as that demonstrated in the scenario, benefits the company in many ways. By considering a wide range of opinions, the company's leaders are more likely to research and pick the best possible ideas for implementation.

A manager is working with an employee on a career development program and decides to use SMART goals as part of that process. How will using this approach help the program succeed? Choose 1: A. Better performance for employees in the current work dynamic. B. Improving the chance that the employee will get a strong performance review. C. Creating transparency as to whether the goals of the program have been met. D. An increase in job satisfaction in the employee's current position within the organization.

C. Creating transparency as to whether the goals of the program have been met. *Using SMART goals makes it easier for both the employee and manager to determine if the goals of the program and chosen initiatives have been fulfilled.

Corporate leadership of a company informs the sales managers that they will need to adopt and use differentiation strategies to help improve operational performance at the beginning of the next fiscal year. Which action should the sales team take to meet this directive? Choose 1: A. Target a segment of the market that is not being addressed B. Liquidate existing inventory to create new sales opportunities C. Focus on strengthening the company's branding D. Sell a large volume of goods at a low cost

C. Focus on strengthening the company's branding *Focusing on branding is a key element of the differentiation competitive strategy.

Which description accurately characterizes the smoothing approach to conflict management? Choose 1: A. It occurs when one party involved in the conflict concedes to the other party. B. The team members may choose to ignore all but the most heated disagreements. C. It attempts to reduce the differences among people involved in a conflict. D. The aim is to find a solution that satisfies everyone's need.

C. It attempts to reduce the differences among people involved in a conflict. *This approach to conflict management tries to minimize the differences among conflicting parties.

Sure Start's mission is "to be the preferred mass producer of rechargeable batteries for electric cars" in the industry. Its vision is: "At Sure Start, we know it is important you know your car will start every time. That is why we are dedicated to producing quality batteries that work every time you start your car." Which statement accurately illustrates how Sure Start should use their goals to support this mission and vision? Choose 1: A. Short-term goals are not necessary for Sure Start to develop each year if its long-term goals follow the SMART goal guideline of being specific, measurable, achievable, realistic, and time constrained. B. Long-term goals are only necessary if Sure Start decides to go in a different direction than the mission and vision. C. Long-term goals will help Sure Start define where it intends to be in 3-5 years, while short-term goals will help focus on what needs to be accomplished within one year, in support of its mission. D. Short-term goals that are set annually will only matter to investors that Sure Start may use in the future to fund expansion programs.

C. Long-term goals will help Sure Start define where it intends to be in 3-5 years, while short-term goals will help focus on what needs to be accomplished within one year, in support of its mission. *Long-term goals help with strategic strategies while short-term goals guide operational management.

Sure Start is beginning the process of setting up offices in Asia and Europe. Because the senior management team is from the United States and there are concerns about expansion into new markets, Charlie Wicker wants all employees to understand the purpose of the change and how to manage its implementation. Which objectives should Sure Start communicate to make this information clear? Choose 1: A. Establish new ways of doing business, decentralize the organization, and improve customer relations B. Define the need to improve, implement Six Sigma, and increase market share C. Maximize organizational benefit, minimize impacts on workers, and avoid distractions D. Increase return on investment, redefine company culture, and improve manufacturing capabilities

C. Maximize organizational benefit, minimize impacts on workers, and avoid distractions *Communicating this message to the employees would help them understand the purpose of this change management process.

What type of learning opportunities do people who are motivated by power need according to McClelland's theory? Choose 1: A. Those that foster an equitable division of responsibilities within a department B. Ones that foster creating collaborative working relationships C. Ones that increase their level of influence within the organization D. Those that provide opportunities to innovate in the workplace

C. Ones that increase their level of influence within the organization *Individuals who are motivated by power seek out high levels of influence in as well and control over their environment.

Charlie wants Sure Start to be an early market entrant in the electric car rechargeable battery market since it is new and no one is established as the industry leader. In which operational strategy category is Sure Start focusing their efforts? Choose 1: A. Creating a system to measure competitive priorities B. Maximizing the organization's core competencies C. Producing products that focus on market position D. Developing a well-integrated company

C. Producing products that focus on market position *Sure Start is looking to take create valuable market position by being one of the first in the market.

Marney budgeted advertising expenses to increase beyond what was spent in the previous year. She believes that if she increases spending by 20%, she will be able to increase sales by 5%. She has not done any research to arrive at this decision but believes strongly that it is the correct way to proceed. Which statement is correct about this approach? Choose 1: A. She is the sales manager and knows the market best. B. She is understating the incremental sales increase. C. She is making an assumption without any proof. D. She is ensuring that the company meets its financial goals.

C. She is making an assumption without any proof. *Assuming something is true without proof will lead to inaccurate decisions.

The senior management team has decided that for Sure Start to be successful in changing the organizational culture, they need to follow the principle that people are inclined to embrace change when they are respected and have intrinsic worth, agency, and capability. What is an outcome of this approach? Choose 1: A. The employees may be seen as objects that need to be controlled. B. The leaders may be seen as more authoritative. C. The employees will be seen as partners in change management. D. The leaders will work harder to achieve employee buy-in.

C. The employees will be seen as partners in change management. *When employees sense a company values them, especially as individuals, they are embrace change much more easily.

After Rachel hires new employees, they are offered professional development programs. What is the benefit of offering this type of program? Choose 1: A. The improved performance will increase employee loyalty to the company. B. The administration will no longer need to offer bonuses for productivity goals. C. The skills learned will help the company meet its goals. D. The employees will become more marketable to other companies.

C. The skills learned will help the company meet its goals. *Training and development strategies will keep employees skills and knowledge up to date, and they can be rewarding for employees

Heather has determined that she needs to involve the other managers of Second Life Flooring in the budget process. She decides to review the importance of budgets during the first meeting and provides a list of the reasons why budgets are essential to the company. Which reason should be included on this list? Choose 1: A. They allow customers to see that the company will be in business for a long time, and they can be confident that they will be able to get the products they order. B. They allow investors to see how well the company has done over the last 5 years so they can decide whether or not to invest in the company. C. They help the managers to know what the expectations are for the upcoming year and will guide them in making decisions that will help them achieve the financial goals of the company. D. They will help the managers know how much their bonus will be at the end of the year so they can plan on how they wish to spend their bonus.

C. They help the managers to know what the expectations are for the upcoming year and will guide them in making decisions that will help them achieve the financial goals of the company. *A good budget will show what is anticipated for sales, operations, and forces all levels of management to think ahead in order to achieve company goals.

Why is it important that Sure Start managers set SMART goals during this period of growth and uncertainty? Choose 1: A. They will help the company identify strategic plans that are focused, measurable, and well-defined to help them through this period of growth. B. It will help ensure that Sure Start will be profitable in the years to come. C. They will help the managers identify goals that are focused, measurable, and well-defined to accomplish the vision of the company. D. It will help reassure the employees in North Carolina that they have a future with the company.

C. They will help the managers identify goals that are focused, measurable, and well-defined to accomplish the vision of the company. *SMART goals are specific, measurable, achievable, realistic, and time constrained. They are not open ended goals.

Why is it important for managers to sales forecast within a company? Choose 1: A. To hire sales representatives with product knowledge B. To accelerate cash and credit sales inflow C. To determine how to create and manage the company's sales force D. To take advantage of marketplace sales opportunities

C. To determine how to create and manage the company's sales force *Sales forecasts are used to decide how to create sales territories, how to set quotas for each sales rep, and how to measure performance.

In which situation should a team use the distributive approach to conflict management? Choose 1: A. When contentious disagreements are avoided by all the team members B. When a third neutral party is involved in helping teams find common ground C. When the participants are willing to give in on low stake issues d. When the teams focus on the issue and work towards a common goal

C. When the participants are willing to give in on low stake issues *This is the situation in which the distributive approach to conflict management works.

A company has replaced a dated software product with a new software solution that has been documented by other companies as a means to improve productivity. Employee training on the new software consists of a four-hour virtual training module from the vendor. In the first six months following implementation of this product, the managers become concerned because productivity has diminished significantly and client complaints have increased. Which action should the managers take to manage the situation? Choose 1: Create a performance management plan for employees Conduct a client focus group to assess satisfaction Capture employee experiences with the new software Revert back to the original software product

Capture employee experiences with the new software *Employee training is critical at targeting gaps that exist in current skill level and the level required to perform the job satisfactorily. When implementing a new process, care must be taken to ensure that employees have the knowledge and skills to perform at the requested level.

A manager is assisting a group of employees who have just undergone a major company change. The manager must now assess compliance with the new processes to determine if there are barriers to the change process. Which component should be monitored to assess this compliance? Choose 1: Control systems Compensation systems Organizational structures Power structures

Control systems *The employee handbook outlines the control systems and is where behavioral expectations will be laid out. These control systems will outline the new processes and can be used to assess change compliance.

Carl Spith (COO) was tasked by Charlie (CEO) to relocate to Vietnam to open an office there and eventually to manufacture batteries within that country. How is Carl's power to manage others different than Charlie's power to lead? Choose 1: Charlie's power comes from his appointment to his position. Charlie's power is based on his use of authority to get compliance. Carl's power is derived from his ability to persuade others to follow him. Carl's power comes from his position within the hierarchy of the organization.

Carl's power comes from his position within the hierarchy of the organization. *Carl's source of power comes from the larger organization and as his title of Chief Operations Officer.

A company is concerned that its employees have different vision, attitudes, and expectations. Some employees want the organization to focus on innovative products while others want it to focus on developing stronger brand recognition. Management needs to find a solution that will have all employees focusing on the same corporate goal. Which solution will meet this goal? Choose 1: Changing the culture Removing resistant employees Researching the topic Creating a sense of urgency

Changing the culture *Changing the culture is necessary if a company wants to have all employees focused on the same corporate goal.

Which component of the communication process is involved when an individual chooses whether to write, speak, text, or broadcast a message? Choose 1: Source Receiver Channel Context

Channel *The channel or medium deals with the method of communicating a message from sender to receiver.

A car dealership salesperson has heard rumors that the owner is planning to sell the company and brings up the topic during a team meeting. This information creates a conflict among the other team members since only one other person had heard the rumor. Two individuals express concern for their job security, and two others discount the rumor as false. Which conflict management strategy should be used in this situation? Choose 1: Identify mutual considerations Engage salespeople in a discussion Allow salespeople to provide their feedback Clarify factual information

Clarify factual information *This is a conflict due to misunderstanding or lack of information. Resolution requires factual information to be shared to reduce the conflict.

An employee is told by a manager that a project must be completed by the end of the work week. The manager stresses that if the project is not finished, the employee will have to work on it at home over the weekend, with no additional pay. Which source of power is this manager displaying? Choose 1: Referent Coercive Legitimate Resource

Coercive *Coercive power is the power people have because others believe that they can inflict pain or withhold or take away something they value. The threat of the work over the weekend without pay is a form of coercion.

Which conflict management style is expected when an individual averages high on both dimensions of the Thomas-Kilmann Index (TKI)? Choose 1: Collaboration Avoidance Accommodation Competition

Collaboration *Collaboration is the result of rating high in both assertiveness and cooperativeness.

Which conflict management style ranks high in assertiveness and cooperation? Choose 1: Avoiding Competing Collaborative Accommodating

Collaborative *The collaborative strategy is high in assertiveness and high in cooperation. In this strategy, both the individuals and the teams win the conflict.

During a weekly staff meeting, the manager of the loading department complains that his department is not being staffed as well as the unloading department and this is the cause of their struggles. This elicits a response from the unloading department manager that he has the same staffing needs but has been able to get more from his employees. Which of the five basic conflict management strategies is the load manager demonstrating by this response? Choose 1: Avoiding Collaborating Competing Accommodating

Competing *Competing is where the behavior of an individual is high in assertiveness and low in cooperation.

What is the foundation of the recruitment and selection process when planning for the human capital needs of an organization? Choose 1: Conducting a job analysis Completing a job review Reviewing a job description Designing a job description

Conducting a job analysis *The foundation of the recruitment and selection process is completing a job analysis.

When the plans for producing the new rechargeable electric battery in Vietnam were announced, the first shift supervisor for shipping in North Carolina quickly jumped to the conclusion that all battery production was being sent to Vietnam and that the facility in North Carolina would close. What type of bias is being exhibited by this supervisor? Choose 1: Confirmation Framing Self-serving Causality

Confirmation *The first-shift supervisor was manipulating the news to match the preconceived notion that anytime a company starts to produce in Asia that all production leaves the United States.

An organization's upper management states that every manager and employee must uphold cultural expectations. What type of culture is being embraced by this organization? Choose 1: Market Adhocracy Building Corporate

Corporate *Corporate culture refers to attitudes, beliefs, and shared values of members of an organization. Culture is embedded in the corporation's strategies, structure, and goals.

The success of a company stems from their ability to create strong economies of scale and use efficient operations. Which competitive operational strategy is this company employing? Choose 1: Differentiation Cost leadership Speed to market Market varuation

Cost leadership *Cost leadership succeeds when firms can keep costs low, run efficiently , sell in high volume and create strong economies of scale.

Which strategy describes a company singularly focused on achieving economies of scale? Choose 1: Differentiation Customer-driven Market segmentation Cost leadership

Cost leadership *Gaining economies of scale allows an organization to create operational efficiencies and cost reduction through an increased production volume. This competitive strategy is focused on achieving higher profits through lower costs that create a competitive advantage.

The operations manager for a chain of restaurants is budgeting for the addition of more healthy menu options and realizes the project may involve unanticipated costs. How should the manager budget for these costs? Choose 1: Create a contingency fund Forecast net revenue Estimate cash flow Document opportunity costs

Create a contingency fund *Managers create a contingency plan for a new product or project to identify alternate paths for the project in case various difficulties are encountered. A component of this plan often includes a contingency fund that is set aside to cover unanticipated costs.

What is the first step Rachel and the other managers should take to manage the company's human capital? Choose 1: Create a strategic talent resource plan Determine how many employees to hire Develop a robust training program Change the structure of the organization

Create a strategic talent resource plan *A good strategic talent resource or human resource plan will align with the mission and vision of the overall company. It will also align with hiring policies, training, and development of employees.

How should a company influence organizational culture to support a change management initiative? Choose 1: Use laissez faire tactics Adopt industry best practices Develop a new mission statement Create new symbols and stories

Create new symbols and stories *Symbols and stories are essential components of organizational culture, and changing them to support the new culture will help affect desired change.

An incoming chief executive officer (CEO) has a plan to move the company toward products that are certified as manufactured from 100% sustainable sources and suggests an employee training program to educate the workforce on environmental sustainability. Which aspect of change does this plan impact? Choose 1: Mission Policy Technology Culture

Culture *A training program for employees to learn environmental sustainability will mean a change to the organization's culture.

A company eliminated plastic packaging for all products which resulted in a decrease in product shelf life. Following implementation of this change, sales declined significantly despite ample inventory. Which barrier to change does this situation represent? Choose 1: Labor Supplier Technology Customer

Customer *Customer reactions are a process barrier to this change. This barrier is demonstrated when customers react by changing purchasing decisions. In this scenario, customers have reacted by decreasing their purchases of the product because of the reduced shelf life.

A company has hired an organization development (OD) consultant to work with the internal managers to effect a significant change in organizational culture. Which technique increases the chance of success? Choose 1: A. Launching directly into the new culture to minimize organizational stress for employees during the change process B. Building a change plan with select employees to reduce internal stress before announcing changes at a company-wide meeting C. Developing a plan to help those employees who resist change to find a new job role D. Communicating the change so that employees are fully informed of the plan prior to implementation

D. Communicating the change so that employees are fully informed of the plan prior to implementation *A comprehensive communication plan outlining what and when will occur during the change effort is essential for an increased opportunity for success.

A company established a long-term strategic-planning goal to expand operations to international markets. The managers are now tasked with developing the strategic objectives to meet this goal. Which customer-driven operational strategy will support this task? Choose 1: A. Creating economies of scale in international markets B. Decentralizing decision-making for international markets C. Determining return on investment for expansion D. Identifying the market position with the expansion

D. Identifying the market position with the expansion *Defining market position is a customer-driven operational strategy. The market position is the customer's perception of a brand or product in relation to its competition.

Mike has been informed by senior management that they would like for him to learn how to manage the logistics side of the business. In an effort to accomplish this goal, Mike and the manager of the logistics department decide to use job swapping. What is the benefit of this form of training? Choose 1: A. Christine will be able to show senior management that job swapping is the best form of training B. The production department will be able to increase production with the new manager C. The company will be able to increase profit by reducing head-count D. Mike will be able to learn the functions while still being in the familiar environment of the company

D. Mike will be able to learn the functions while still being in the familiar environment of the company *Job swapping helps motivate employees by allowing them to change roles and still be in the same company.

A company is making a major change to the manufacturing process of glassware and is adding custom engraving to several of the products. Workers are concerned that productivity will drop when the new step is added and that error rates during the engraving process will be high. The owner understands the issues associated with making a top-down change and is committed to helping the employees understand the reasoning behind the decision. Which employee issue is associated with this change direction? Choose 1: A. Discomfort with experimentation to determine best practice B. Inability to work together to construct the needed change C. Weakness in managing emergent processes for production D. Reluctance to move away from an established routine

D. Reluctance to move away from an established routine *Top-down decisions move employees out of their comfort zone, and the direction of the decision may leave them to feel like they have no control about the matter. This will need to be addressed by the owner.

After months of working on an important organizational assignment, one member of a team has been judged to be "lazy" by the others, and the group asks to have that person removed from the team. The manager knows the individual in question has experienced some serious, ongoing family issues and has been struggling to keep up with expectations. Which strategy should be used to manage this group conflict? Choose 1: A. Develop a new structure for the group to conduct its business to offset the problem with the one team member B. Discuss with the team the process to follow to find a replacement for the employee in question C. Allow the employee in question to remain on the team officially but at a reduced level of involvement D. Talk with the team about fundamental attribution errors to explain how perceptions may not always be accurate

D. Talk with the team about fundamental attribution errors to explain how perceptions may not always be accurate *Without giving confidential information, talk with the team about some of the difficulties that the individual is dealing with.

Why are the North Carolina manufacturing employees resisting these company changes? Choose 1: A. They will have to learn to speak German in order to communicate with their peers in Germany. B. They worry about having enough time to take the new required training. C. They are concerned that the company will assign new job responsibilities that exceed their skill levels. D. They feel uncertain about what the changes will mean for the future of their jobs.

D. They feel uncertain about what the changes will mean for the future of their jobs. *This is a feeling of uncertainty that directly affects them.

Based on the culture of this company, how will senior management approach training for the production employees? Choose 1: A. They will provide coaching on a weekly basis. B. They would concentrate on the production employees who demonstrate a desire to learn. C. They would be hands off and let the employees make a personal decision about training. D. They will oversee the professional growth of the employees.

D. They will oversee the professional growth of the employees. *As a stakeholder in the investment of the production employees, senior management will invest in a top-down approach.

What is one reason organizational change is resisted? Choose 1: Weakens competitive standing Diminishes customer relationships Decreases employee power Reduces productivity of workforce

Decreases employee power *People resist change because it can influence their level of power.

What is a purpose of the first step in Lewin's change model? Choose 1: Rewarding people who embrace change Creating a change history of small wins Demonstrating the urgency for change Understanding the change obstacles

Demonstrating the urgency for change *The first step in Lewin's change model is Unfreezing. Demonstrating the urgency for change is one of the purposes of this step.

Which risk occurs for existing employees if Sure Start poorly executes its change management initiative? Choose 1: Decreased revenue Diminished morale Loss of reputation Loss of trust by customers

Diminished morale *If change is not implemented correctly, it could lead to stress and anxiety.

A manager believes that to communicate ethically, all members of a group should be treated with the same expectation, respect, and have the same access to information. What terms describes the manager's belief? Choose 1: Euphemism Ethnocentrism Egalitarian Esotericism

Egalitarian *Egalitarian is the belief that all members of a group are entitled to the same respect, access to information, and expectations.

Which term describes the training strategies a firm adopts to help staff meet organizational goals? Choose 1: Resource acquisition Employee development Team brainstorming Staff cultivation

Employee development *Employee development is the formal term that encompasses the initiatives a firm pursues to train its employees in order to meet ongoing organizational goals.

Which employees will have the most resistance to change? Choose 1: Employees who can maintain their present habits Employees who are extroverts Employees who are experts in their jobs Employees who will be getting more power

Employees who are experts in their jobs *Employees that are experts in their jobs may resist change more as they do not know if they will be successful under the change.

Which employees will have the most acceptance to change? Choose 1: Employees who are introverted Employees who are experts in their jobs Employees who are low in openness Employees who can maintain their habits

Employees who can maintain their habits *Employees who do not need to change their habits will have more acceptance of the change.

Which component of the communication process involves an individual choosing specific words or phrases to convey intended meaning? Choose 1: Context Encoding Channel Decoding

Encoding *Encoding is the way the sender creates the intended meaning behind a message. It is a function of the choice of words one uses to personalize a message.

Two nurses in an urgent care clinic disagree on the best way to obtain patients' answers to personal questions, and this disagreement has resulted in inconsistent data collection. One nurse is from a culture where it is important to avoid uncertainty, and the other nurse is from a culture that is more comfortable with trying new approaches. Which action should the leadership take to resolve this conflict? Choose 1: Reassign one of the nurses Ignore the conflict Require new skills training Encourage compromise of viewpoints

Encourage compromise of viewpoints *Resolving this type of interpersonal conflict is best handled with compromise between the individuals involved. It is unlikely either nurse will be able to completely change their cultural views. They should be able to come up with a compromise position that takes both of their views into consideration.

Which organizational benefit occurs when employee performance is rewarded? Choose 1: Enhanced motivation Reduction in employee turnover Elimination of external hiring needs Lowered labor cost

Enhanced motivation *Rewarding performance results in increased motivation.

Which decisional role does a manager play within an organization? Choose 1: Disseminator Entrepreneur Advocate Liaison

Entrepreneur *Entrepreneur is a decisional role a manager plays. This involves interpreting information and acting to improve a business.

As the leader of the organization, in which task must Charlie Wicker excel for Sure Start to be successful? Choose 1: Administering detailed processes Implementing the plan Establishing a direction Controlling existing circumstances

Establishing a direction *This task is the essence of leadership, which is Charlie's job for Sure Start.

What is a function of leadership? Choose 1: Establishing vision and mission Maintaining order and stability Focusing on processes Executing strategic plans

Establishing vision and mission *Establishing vision and mission is a function of leadership. Leadership focuses on setting direction for a company and establishing vision and mission is the most significant way in which this occurs.

A barrier to effective communication is the belief that one's own culture is better than others. What term describes this belief? Choose 1: Euphemism Egalitarian Ethnocentrism Esotericism

Ethnocentrism *Ethnocentrism is the belief that one's cultural is better than other cultures. This belief creates a barrier to effective communication with others of different cultures as one's mind is closed to new ideas and information.

A manager heads a sales department in a large company, and the division reported below normal performance for the quarter. The manager decides to avoid reporting the sales figures until the next quarter in hopes that the holiday sales will improve the numbers. What kind of filter is being used by this manager? Choose 1: Cultural External Environmental Personal

External *Withholding or distorting information fearing negative reactions is an example of external filtering.

Sure Start management wants to use non-management employees to be champions for a pending organizational redesign. They want these employees to influence the staff at large to understand the importance of the company change. Which Big Five personality trait must these champions for change demonstrate to a high degree? Choose 1: Neuroticism Extraversion Openness Conscientiousness

Extraversion *A high degree of extraversion is seen in an energetic, assertive, talkative individual who is optimistic when addressing others. Management wants employees that have the personality of extraversion.

A university created a new equity, diversity, and inclusion position and then hired a coordinator for that team. The president sent an email to department directors to introduce the coordinator, but the communication resulted in many questions and several rumors that later proved to be unfounded. Which communication channel should have been used to reduce these problems? Choose 1: Multimedia messaging Face-to-face meeting Post on social media Written correspondence

Face-to-face meeting *This verbal channel is the richest of all channels as it provides an opportunity for the sender to obtain immediate feedback from the receivers, and the receivers to obtain immediate feedback from the sender.

Changes to a production process in a manufacturing plant resulted in costs savings even though quality control suffered. A general supervisor blames the negative impact to quality control on the production manager and not on the process change itself. What form of bias is the general supervisor exhibiting? Choose 1: Zero-sum thinking Overreliance on first impressions Fundamental attribution error Intellectual short-cut

Fundamental attribution error *The supervisor committed a fundamental attribution error that involves over-stating any contribution to the costs savings and potentially wrongly assigning the cause of quality control problems. This form of bias often results in conflict.

Christine discovers that the company does not have a formal performance appraisal process to support individual employee development and suggests using the most common approach. Which system is Christine suggesting the company use? Choose 1: Graphic rating scale Objective production Employee-comparison Behavioral checklists

Graphic rating scale *The most commonly used performance evaluation system is the graphic rating scale. This scale is useful because employees can quickly see their expected and realized performance values.

What is an element that Rachel should include as part of her hiring practice? Choose 1: Hire candidates who will be with the company long term Select candidates who are willing to start within two days Choose candidates who want to work flexible hours Use employment service companies to screen candidates

Hire candidates who will be with the company long term *Hiring candidates that want to be with the company long term can lead to a stable workforce.

Which business function addresses a firm's ability to quickly and reliably identify the skill sets and personal characteristics necessary to increase company productivity? Choose 1: External competitive analysis Mission statement development Human capital planning Financial budget forecasting

Human capital planning *Human capital management focuses on hiring the right people for the right positions in order to maximize firm productivity.

The VP understands that the managers will not be able to resolve their conflict during the staff meeting, so the VP invites the two managers to dinner the following evening at a restaurant of their choosing to further discuss the situation. How is the VP mitigating this conflict situation? Choose 1: Achieving individual and shared needs Clarifying perceptions Identifying a neutral meeting location Parting on good terms

Identifying a neutral meeting location *The VP is moving the discussion to a more neutral location, which is an important step in mitigating a conflict situation.

An employee in a tutoring service is upset with the boss for scheduling a session on a date that the employee requested be held open for a family event. The manager was aware of the need to avoid that date, so the employee asks for a meeting to discuss the situation. Where should the meeting be held? Choose 1: In a busy restaurant that has music and entertainment In a quiet offsite location where it is possible to speak privately In the manager's office where it is possible to speak privately In any work area immediately available so the issue is handled rapidly

In a quiet offsite location where it is possible to speak privately *The coffeehouse will provide a neutral setting and also a place to discuss the matter.

The head of the information technology (IT) department gathers, collates, analyzes, and disseminates information on a new computer networking project. Which management role is being performed by the head of this department? Choose 1: Interpersonal Decisional Liaison Informational

Informational *The informational role is to gather, collate, analyze, and disseminate information. Managers who are performing this role become information resource centers.

Which leadership style considers company culture and employee attitudes when making process changes? Choose 1: Panacea Rational Integrated Continuous

Integrated *An integrated leader incorporates knowledge of the culture, people's feelings about change and other aspects of human capital when initiating and making changes.

A professional was hired by an organization to administer the many intricate details involved in the operation of the business. Which role is being fulfilled by this professional? Choose 1: Manager Entrepreneur Consultant Leader

Manager *A manager administers the intricate details involved in the operations of a business. Managers perform the operations function in a business and typically do not establish direction for the business. This is the role described in this scenario.

The quality manager in a company that makes electrical components for airplanes noticed an increase in the number of defective parts. The manager distributed a letter to the line supervisors in all manufacturing sites outlining production changes that must be made to reduce defects. Within less than two weeks, the number of defective parts rose even higher due to the process changes. Which model of communication should the manager have used to prevent this problem? Choose 1: Interpersonal Transaction Transmission Interaction

Interaction *In this model of communication, the initial sender provides mechanisms for the receivers to provide feedback to the sender. In this model, the sender and receivers switch roles with the supervisor feedback being given to the manager.

A company is examining the 'W' component of its SWOT analysis as part of its human capital planning process. Which component is the company analyzing? Choose 1: External competition Internal deficiencies Firm competencies Market gaps

Internal deficiencies *The W component of SWOT stands for weaknesses, which are internal shortcomings of weaknesses the company faces.

A department manager notices that one of the employees seems to be taking a lot of sick days lately and has been having difficulty getting work done. The manager contacts the employee to offer assistance and learns that a significant amount of anxiety is occurring, and the problem stems from issues at home rather than work. What kind of workplace conflict does this describe? Choose 1: Intrapersonal Intergroup Intragroup Interpersonal

Intrapersonal *This kind of conflict occurs within the individual. This is a physiological and psychological kind of conflict that involves thoughts, emotions, desires, values, and principles. This kind of conflict may not be outwardly evident.

What is a characteristic of intrapersonal communication? Choose 1: Includes three to eight people Happens when an individual addresses a large audience Involves messages that exist in an individual's mind Occurs between two people engaged in conversation

Involves messages that exist in an individual's mind *Intrapersonal communication exists in the mind of an individual and is often referred to as "self-talk." It impacts how one sees and interacts with the outside world.

A marketing director and financial officer in a retail firm disagree about the direction of the next sales campaign. The financial officer is concerned about the costs of the campaign. Instead of responding with specifics, the marketing director counters with blanket statements such as "you always..." and "you never..." when discussing the situation. What type of cognitive bias is being exhibited by the marketing director? Choose 1: Anchoring bias Overconfidence First impression bias Irrational stubbornness

Irrational stubbornness *The marketing director is exhibiting irrational stubbornness by sticking to the original plan without listening to the opinions of others. The conflict was increased by the marketing director's statements.

What is a benefit to firms of hiring externally as compared to internally when using the human capital planning process? Choose 1: The employees have a lower level of risk. The employees can be trained faster. It is less expensive. It increase organizational diversity.

It increase organizational diversity. *External hiring can increase organizational diversity and provide a mechanism to add new ideas and perspectives to the organization.

Which action should an effective leader take to resolve conflict within a team setting? Choose 1: Discipline the involved parties Defer addressing the issue to a later time Keep the parties involved from taking sides Select the outcome for the parties involved

Keep the parties involved from taking sides *When team members take sides against one another, it leads to an escalation in conflict. Effective leaders will prevent this from happening by outlawing triangulation.

A customer is upset about having to wait for more than 30 minutes to get a food order in a restaurant. Once the food arrives, the customer enjoys the food and is appreciative of its high quality. When the customer finishes the meal, the customer complains to the manager about the long wait. The manager is aware of an issue that occurred in the kitchen caused by the urgent departure of the chef. How should the manager handle the situation to satisfy the customer? Choose 1: Provide the details about why the meal was delayed Disregard the complaint because there was a kitchen issue Clearly state that unexpected things occur so patience is needed Listen attentively to the customer and offer a discount on the meal

Listen attentively to the customer and offer a discount on the meal *When trying to resolve a conflict, it is very important to be engaged in active listening and to focus on the customer's concerns.

To finance operations, a company routinely borrows from a local bank at the best possible terms. Which budgetary activity does this action reflect? Choose 1: Process improvement Reducing overhead costs Forecasting revenue Managing cash flow

Managing cash flow *Borrowing capital at the best possible terms is one of the objectives of cash flow management.

To help the newest production employee understand what they must do to be successful, Mike sets the goal of producing 200 pounds of recycled fiber per day by the 20th of the following month. Which component of the SMART goal does the 200 pounds a day represent? Choose 1: Time-bound Specific Measurable Realistic

Measurable *The 200 pounds per day is a measurable objective, and it is clear that it has or has not been met.

An organization that has specified quality as part of its vision has set a yearly goal of maintaining 80% error-free production. At the end of year one, the organization achieved only 65%. Which stage of project management is the organization in currently? Choose 1: Measuring performance Developing strategy Determining objective Establishing timeline

Measuring performance *The organization has measured its performance and has fallen short of its 80% error-free production goal by 15%. Measuring performance allows the organization to determine its gap between goals and current performance in order to make improvements.

A company provides support for employees who are new graduates assuming their first business positions. This support includes assigning experienced managers to help guide the new graduates in their professional, personal, and interpersonal growth. The support also includes helping them integrate the business theories learned in school into actual practice. What type of individual development is being provided to these employees? Choose 1: Professional networking Teamwork training Orienting Mentoring

Mentoring *Mentoring is often a component of the employee training process. In this relationship, a more experienced or more knowledgeable person helps to guide a less experienced or less knowledgeable person.

Two managers in a retail store have opposing views on how best to attract customers. Some of this conflict appears to be grounded in a difference in cultural values and individual egos. How should the store owner resolve this situation? Choose 1: Allow the customers to have input Open up the decision to additional employees Disregard the problem Model effective ways to resolve concerns

Model effective ways to resolve concerns *Leaders should model effective conflict resolution behaviors for their employees. The leaders can show employees how to turn disruptive conflict into constructive conflict. If the conflict greatly upsets teamwork among managers, then it may be necessary for leaders to bring in consultants to provide further conflict management training.

Rachel needs to forecast the company's human resource needs. Which demand factor should Rachel take into account to complete this task? Choose 1: Level of growth in the construction industry Projections from competitors on new jobs Anticipated number of seasonal workers Number of qualified workers currently employed

Number of qualified workers currently employed *Determining the number of qualified workers currently employed versus what is needed is a demand factor for human capital.

As part of its human capital planning process, a firm is conducting organizational forecasting. The firm decides to examine the variables that are demand-based and will impact the forecast first. Which variable is being examined by the firm? Choose 1: Level of available seasonal employees Industry growth rate Number of qualified workers in the firm Economic forecasts

Number of qualified workers in the firm *The existing number of qualified workers a firm has helps determine how many more are needed. This is a demand-based variable.

Christine has assigned the most senior production employee to work with a group of new employees to help them learn the basic tasks of the job. The senior production employee watches the new employees for a short time to ensure that they perform technical production correctly, and then the senior production employee discontinues working with the new employees. Which training approach is being used for these employees? Choose 1: Job shadowing On-the-job coaching Brown bag lunches Employee mentoring

On-the-job coaching *This method of training uses someone with experience to show an employee how to do the tasks of the job for a short time.

The president of a small company is getting ready to announce a round of layoffs to the staff and would like to communicate the information in a manner that reduces fear and allows for immediate feedback. Which mode of communication should the president use? Choose 1: Informal Indirect Oral Written

Oral *Oral communication channels should be used when the message to be delivered can instill confusion, anxiety, or an emotional response from the receivers. It is direct and provides an opportunity for immediate feedback.

Which function is a manager performing when developing the department's annual budget? Choose 1: Negotiating Planning Controlling Organizing

Organizing *When developing the department's annual budget, the manager is matching resources to the plan developed to achieve the goals of the organization.

A professional is asked to make sure that the ideas and goals of the company become reality rather than words on paper. Which managerial attribute should be used to accomplish this task? Choose 1: Overseeing processes Focusing on relationship Setting direction Creating vision and mission

Overseeing processes *This is a managerial attribute that involves the direct implementation of a specific organizational plan.

A company manufactures sensors that are used in hybrid automobiles. Due to an anticipated increase in demand of its products over the next 12-18 months, the firm is looking to hire more employees to fulfill this demand. The manager wants to ensure successful hiring as part of the human capital budgeting process. Which action should the hiring manager take to meet this goal? Choose 1: Benchmark the number of firm hires to the industry Perform regression analysis of previous hiring budgets Rely on governmental quotas to meet diversity goals Use firm core values to guide the hiring process

Use firm core values to guide the hiring process *Using firm core values can help the hiring process by finding high-quality people who share the same values as the firm. This creates strong alignment in achieving organizational goals.

Which strategy is an effective way to communicate within an organization? Choose 1: Use multiple people along the lines of communication Choose a single mode of communication Choose a single person designated to send out messages Use multiple modes of communication

Use multiple modes of communication *Having many sources to relay the same information will lead to ensuring that there is least information distortion.

A production manager of a company that makes baseballs specifically for young athletes has recently hired several new employees for the assembly line. Four of the new employees are from another country and have limited English language skills. Which technique should be used when communicating with these four new employees? Choose 1: Use simple words and pronounce them carefully Speak loudly and with emphasis to help them understand Model jargon words that are used with other employees Disregard body language to be respectful to their culture

Use simple words and pronounce them carefully *Simple words that are carefully pronounced may lead to better understanding.

A speaker at a training workshop on a new accounts payable computer system notices several people in the audience occasionally nodding their heads and smiling. The speaker presumes this means the participants understand what is being said. Which type of feedback is this speaker receiving? Choose 1: Psychological Visual Auditory Interactive

Visual *Visual feedback, sometimes called visual cues, provide the sender of the communication with nonverbal feedback. The sender must interpret what the cues actually mean, which can sometimes be difficult.

A large global manufacturing company transitioned from classroom education for workers to web-based training. This change saved the company costs associated with the traditional training sessions. Which factor enabled the company to achieve these costs savings? Choose 1: Company trainers share job-specific information Subject area specialists are more involved Workers get training on-demand at any location Education materials can be mass produced

Workers get training on-demand at any location *Training on-demand means workers can learn whenever they have the time and not necessarily during normal working hours. This flexibility reduces costs for the company. Plus, the company no longer has to pay for worker travel to onsite classroom training sessions

A school supply company is planning its back-to-school campaign and wants to mass market promotions to others about the new merchandise and sales. Which communication channel should this company use to be as thorough and cost-effective as possible? Choose 1: Written Text message Oral Door-to-door

Written *Written communication allows individuals to craft detailed and effective messages and is more cost-effective than in-person communication channels.

A wine bar is changing the compensation method for its wait staff from tip-based to hourly. The employees are skeptical, but they will comply with the change. Which employee action will result from this response? Choose 1: They will follow the proposed change. They will oppose any other change. They will show enthusiasm for the change. They will actively resist the change.

hey will follow the proposed change. *The employees are complying with the change so they are following or accepting the proposed change.