Bidness M08 Final

Which of the following is a formal verification of an organization's financial and operational systems?

An audit

What are basic types of financial statements?

Balance sheet Income statement

What are small things in a job interview that many recruiters consider deal-breakers when hiring?

Being rude to support staff Bad hygiene Checking your phone

What is the term for the set of guidelines, ethics, or ideas that represent the most efficient or prudent course of action?

Best practices

What tips are recommended for building a professional network of contacts?

Build networks that serve your professional purposes. Identify your career goals, and target contacts who will help you achieve them.

How can benchmarking be used to help increase productivity?

By comparing a business in one industry against a world-class performer in another By comparing your performance against that of colleagues By comparing a company against its rivals

Except in unusual circumstances, which employees are usually NOT allowed to text at work?

Cashiers Sales associates Customer service representatives

Which management function is involved with monitoring performance, comparing it with goals, and taking corrective action as needed?

Controlling

Kyle, an American, is giving a presentation in the Middle East. The audience is not laughing at his jokes, and people are even scowling at some of his hand gestures. What is most likely causing Kyle's distress?

Cultural differences

_____ communication typically involves hostility, anger, or passivity, whereas _____ communication is assertive and direct.

Defensive; nondefensive

Which philosophy proposed ideas for making organizations more responsive, more democratic, and less wasteful?

Deming management

A web retailer has received several negative social media reviews over the past few weeks due to missed shipments of product. Which reason for why control is needed does this best demonstrate?

Discover irregularities and errors

What is the ability to recognize and understand another person's feelings and thoughts?

Empathy

Which of the following are among the keys to managerial success?

Encourage self-discovery and be realistic. Treat people as if they matter, because they do. Learn how to develop leadership skills. Fine-tune your people skills.

What increases productivity by using information systems to integrate virtually all aspects of a business?

Enterprise resource planning software systems

What type of systems are information systems used to integrate virtually all aspects of a business?

Enterprise resource planning software systems

True or false: The classic advice given by Dale Carnegie for public speaking is to say what you have to say only once.

False

True or false: Writing is NOT important for a career in management, because managers have administrative assistants who edit and correct their business correspondence.

False

Sonja is a barista. Her manager has been hearing reports that Sonja's lattes taste like the milk is burned. Her manager talks to Sonja about these reports and shows her some tricks for steaming the milk to the correct temperature. This is an example of which type of control?

Feedback

Match the type of control (on the left) with its definition (on the right).

Feedforward - Focuses on preventing future problems Concurrent - Focuses on collecting performance information in real time Feedback - Focuses on collecting performance information after a task or project is complete

Petra adjusts her management style based on the reaction of her employees to a project. She does not employ the same tactics every time. What approach to management is Petra using?

Flexibility

How does access to social media tend to increase an organization's productivity?

Greater job satisfaction Less employee turnover Better communication among employees

Which of the following statements are true concerning the management of individual productivity?

Individuals contribute to their productivity by applying their energy and motivation to work daily. Organizations contribute to individual productivity through the work environment they create. Managers contribute to individual productivity through their behavior.

What type of communication channels do NOT follow the chain of command and develop outside the formal structure of the organization?

Informal

What are the indicators that make up the balanced scorecard?

Internal processes Innovation and improvement activities Customer satisfaction Financial measures

Fran and her friends are discussing their work situations. Which of them is in the best situation for increasing her individual productivity?

Irina works for a company that reimburses employees for work-related education courses.

How does having a social media policy benefit a business?

It helps prevent employees from posting inappropriate online comments that damage the company's reputation.

Which of the following statements about the supply chain are true?

It is a significant cost for companies. It is an important component of business and can impact company finances.

Which of the following is an example of a physical barrier to communication?

Jonathan and his team members are located in different time zones around the world, making it difficult to schedule video conferences together.

What is a state of reduced attention that often leads to thoughtless, rigid behavior, and causes people to forget names soon after hearing them?

Mindlessness

What are some of the main causes of poor listening in modern times?

Mindlessness Information overload Cell phones

Which of the following is an example of a physical area of control?

Monitoring the use of the conference room

What are recommended actions for managing your career?

Network with others in your profession. Stay informed. Make every day count.

To prepare for a career in business communication, you need to become competent in which areas?

New media literacy Teamwork and collaboration Social intelligence

Rank the following media in terms of media richness, placing the medium with the least richness at the top and the medium with the greatest richness at the bottom.

Newsletter Text message Phone Call Video conference Face to face meeting

What type of communication consists of messages sent outside of the written or spoken word?

Nonverbal

Which elements often become cross-cultural barriers to communication?

Nonverbal gestures Ethnocentrism Religious beliefs

What technology has most profoundly changed the principles of management and the nature of how businesses operate?

Online social media

What is defined as the subcontracting of services and operations to an outside vendor?

Outsourcing

Which of the following are common barriers to a successful control system?

Overemphasis on paperwork Too much control Too little employee participation in planning

Barriers are

Personal barriers Cross-cultural barriers Physical barriers

A successful control system is which of the following?

Realistic and positive

Sarah emails Joyce to tell her about a new project opportunity. What is Joyce's role in the communication process?

Receiver

According to Dale Carnegie, what are the three rules of an effective speech?

Say it Tell them what you said Tell them what you are going to say

Identify the disadvantages brought about by the digital age. (Check all that apply.)

Security breaches Too many emails Decreased privacy

Which personal attributes are important for a career in business communication?

Self-efficacy Self-awareness Self-motivation

Match the step in the control process with its description.

The desired performance level for a given goal is established. Actual performance is measured. Measured performance is compared to established standards. Corrective action is taken, if necessary.

What are key inhibitors to implementing TQM successfully?

The failure to provide evidence supporting previous improvement activities The inability to develop a culture of quality

Which of the following are types of informal communication channels? (Check all that apply.)

The office grapevine Face-to-face communication

Which of the following are characteristics of a successful control system?

Timely, accurate, and objective Realistic, positive and understandable Strategic and results oriented

Which of the following are reasons why control is needed in an organization?

To discover errors and irregularities To detect opportunities To reduce costs and increase productivity To adapt to change and uncertainty

Why can it be beneficial for a company to allow employees some use of personal texting on the job?

To improve work-life balance To relieve stress

Why do businesses establish a presence on social media platforms?

To increase sales To increase brand awareness To interact with customers

Which level of management is typically responsible for strategic control?

Top managers

Which approach is a comprehensive approach, led by top management and supported throughout the organization, and dedicated to continuous quality improvement, training, and customer satisfaction?

Total quality management

True or false: In the service industry, customer satisfaction is often based on perception.

True

True or false: One roadblock that can keep TQM from delivering its intended benefits is the failure to develop a culture of continuous learning.

True

What is typically specified in a social media policy for a business?

When employees are allowed to use social media What consequences will be imposed on employees who fail to comply Who is allowed to participate in social media at work

Which statements accurately describe the way gender influences communication?

Women tend to provide more information than is needed. Men are less likely to admit when they feel uncertain.

Overemphasis on one instead of multiple approaches, too much control, and too little employee participation are a few of the barriers to ______.

a successful control

The process of actively decoding and interpreting verbal messages is known as _____ listening.

active

The ______ approach gives upper management a quick but thorough view of the organization via four indicators: customer satisfaction, internal processes, innovation and improvement activities, and financial measures.

balanced scorecard

A(n) ______ is a formal financial projection that states an organization's planned activities for a given period of time in quantitative terms.

budget

As a property manager for a large office complex, Alisha develops a projection of the costs that will be incurred over the next 12 months, such as landscape expenses, snow removal, insurance, and repairs. Alisha has prepared a(n) ______.

budget

The transfer of information and understanding from one person to another is known as _____.

communication

The focus of total quality management (TQM) is ______, training, and customer satisfaction.

continuous quality improvement

The purpose of ______ is to monitor performance and take corrective action as needed to ensure that objectives are met.

controlling

A(n) ______ in business management is a display of information, such as sales, orders, and costs, in easy-to-read graphics.

dashboard

Like an instrument panel in a vehicle, a(n) ______ is a managerial report that displays easy-to-read graphics on critical information, such as sales, orders, costs, and shipments.

dashboard

Active listening is the process of ______.

decoding and interpreting verbal messages

During an argument with a coworker, Analiese became increasingly hostile and profane. This would BEST be described as _______ communication.

defensive

Good communicators are _____ and effective. That is, their messages are transmitted in a short time, and people understand them.

efficient

Miriam's employee explains that he was absent because his wife was diagnosed with cancer. Miriam thinks about what it would be like to be in her employee's position, and she realizes that she is both frightened and sad. Miriam is demonstrating ______.

empathy

Businesses can increase productivity by encouraging managers and employees to use social media to ______.

enhance their individual performance

The two types of audits are ______.

external and internal

A summary of some aspect of an organization's financial status such as a balance sheet and an income statement is a ______.

financial statement

An organization's ______ communication channels include official memos, letters, reports, and announcements.

formal

Jackson sends a memo to his staff announcing a project review meeting to be held the next day. This is an example of _____ communication.

formal

The basic types of barriers to communication are physical, personal, cross-cultural, nonverbal, and ___ differences.

gender

Deming management proposed ideas for making organizations more responsive, more democratic, and ______.

less wasteful

How well a particular medium conveys information and promotes learning is called ______.

media richness

In communication, ___ (men or women?) are more likely to use "I" statements.

men

Building and maintaining a wide array of professional contacts is called ______.

networking

Eye contact, facial expressions, and body movements and gestures are forms of _____ communication.

nonverbal

Halimax has recently been hired by numerous city governments to handle security at major sporting events. The hiring of Halimax rather than relying on the city police force is an example of ______.

outsourcing

Since service industries do not produce a tangible product, often customer satisfaction may be a matter of ______.

perception

An office park installs security cameras in the parking lot to better ensure the safety of tenants and visitors. This is an example of the ______ area of control.

physical

The wall separating Henri from his manager made it hard to hear what his manager was saying. The wall is an example of a

physical

The wall separating Henri from his manager made it hard to hear what his manager was saying. The wall is an example of a ___ barrier.

physical

The digital era and social media have caused major problems for businesses, including security breaches and ______.

reduced productivity due to handling large volumes of e-mail

Colin decided to use Facebook to announce the new product his company is introducing. Facebook is an example of ___ media.

social media

The level of control in which top managers monitor performance to ensure that plans are being implemented and take necessary corrective action is known as ______ control.

strategic

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

strategy

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

strategy map

The sequence of suppliers that contribute to creating and delivering a product is known as the ______.

supply chain

Because emails and texting have replaced the telephone in much business communication, ______ has become an increasingly important management skill.

writing