D073-Best Practices in Management Unit Test Review

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? Universal reward for all employees A stronger sense of affiliation with peers Internal equity among staff members A specific reward the employee values

A specific reward the employee values- Correct! 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.

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? Unit 5

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.

A manager makes time during monthly staff meetings to talk about the company's vision. The manager's enthusiasm inspires staff to exceed their duties.Which leadership attribute is this manager displaying? Unit 2

Being an influencer

The frontline employees of a manufacturing company have developed a list of environmentally friendly practices they would like to see the company adopt. They have presented this list to executive leadership during a board meeting. Which approach to change is being used by this company?

Bottom-up-The bottom-up approach to change emerges from the employees and works its way up through the organization to leadership.

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

Channel

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

Encoding

What is the purpose of reflective thinking? Helps better understand others viewpoints Helps construct meaning from watching others Helps better understand personal perspective Helps get more control over perception and communication processes

Helps better understand personal perspective- Correct! 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.

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

Involves messages that exist in an individual's mind

A company has hired a new employee to oversee regional operations, and the hiring manager asks the department to complete the new hire process and provide a checklist for onboarding the new employee. The department is resistant because the new employee is very experienced and requires little training, but the manager insists on following the typical process.Why is the manager insisting on this activity? Unit 4

It complies with established organizational policies. Studies show that if employees know from the start what the expectations are, they tend to perform better. Likewise, if employees learn the values and beliefs of the organization from the beginning, there is a higher chance of a successful tenure at the company. An orientation and a checklist for onboarding provides documentation that performance expectations and key company policies have been reviewed.

The manager of the production department in a graphics company is in conflict with the manager of the sales department over production goals, and the problem is affecting the company. A general manager learns that the conflict has been going on for some time and was never fully addressed by the previous administration.Why was this issue avoided by previous administrators, according to Liddle? Unit 4

Lack of courage-A lack of courage is one of the common reasons that managers do not address conflict. The other common reasons are a lack of confidence or a lack of training and support.

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? Unit 2

Leaders do not necessarily need to be in a position of power to be successful.

A company's operational strategy targets a 10% improvement in customer service satisfaction ratings. Companies in this market usually see a 3% improvement in customer service satisfaction ratings. Which aspect of SMART goal planning does this represent? Unit 3

Measurable-The measurable attribute of a SMART goal means that the goal is identified in a way that can be easily measured. In this scenario, an operations manager would be able to determine if the customer service satisfaction ratings have improved by 10%.

An information technology (IT) department technician met with production line supervisors to share information about an upgrade in the automated system, which will make product changeovers easier. The technician stated, "The PLCs will transmit electronic signals, and the nonvolatile ROM will contain instructions." After the meeting, the supervisors were still not clear about how the automated system will work after the upgrade. Which communication mistake did this technician make? Unit 5 *Overusing jargon *Lacking credibility *Failing to prepare *Using euphemisms

Overusing Jargon-The IT technician used terminology unique to the IT profession. The information should have been shared in language the supervisors could understand.

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? Unit 5

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).

An employee receives a group email from management that seems ambiguous. After consulting coworkers, the employee finds that the rest of the staff considered the manager's email to be direct and succinct. The employee suspects the ambiguity had to do with how they interpreted the wording of the email and wants to better understand why the rest of the staff did not consider the email confusing. Which communication barrier is this employee experiencing? Unit 5 Conscious reflection Perception checking Personal perception Self-reflection

Personal perception is how individuals select, organize, and interpret information during communication. In this scenario, the employee is reflecting on the personal perception of the manager's email and the information therein.

A manager is working on department production goals set by a director and needs to illustrate how planning will be used in the next project.Which action illustrates this component? Unit 2

Projecting the number of units that will be sold

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

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

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? Unit 5

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 company chief executive officer (CEO) plans to deliver a message to an organization about a new cultural initiative. The organization has 1,000 employees spread across multiple time zones and states. Which type of communication should the CEO use in this situation? Unit 5 *Interpersonal *Public *Visual *Intrapersonal

Public-Public communication takes place when one person speaks to a group of people.

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? Unit 5

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.

An airline flight attendant learns that a passenger on board is not well and needs to receive medical care. The attendant contacts the pilot, who communicates with the airline's main office. The decision is made to land at the closest airport due to the severity of the situation. On what basis did this flight attendant speak to the pilot? Unit 5 Personal experience Salient information Conscious reflection Perception checking

Salient information means that information relates to a particular context that makes it meaningful and relevant. In this scenario, the flight attendant has learned salient information that is critical to providing the passenger with care.

A painting department supervisor needs to improve the efficiency in the department and knows that a successful outcome may result in a promotion to department manager. Two unique projects are designed to reach this goal.The first project is a minor change to spray can placement that is a quick fix and unlikely to be noticed by anyone not working in the department. The other project is a major change to the workstations that will take two months to complete and should result in favorable senior management approval. The supervisor decides to focus on the major project.Which external factor of perception did the supervisor use when choosing a project? Unit 4

Size-Size is an external perceptual factor that if something is large enough, it will be noticed. In this scenario, the project manager wants to be noticed for making a change.

What are the eight essential components of the communication process? (page 68)

Source Message Channel Receiver Feedback Environment Context Interference

What are the different phases of thinking, in order, according to the Kolb Learning Cycle?

Step One - New perspective Active experimentation Experience Abstract conceptualization Reflection Step Two - New perspective Active experimentation Experience Abstract conceptualization Reflection Step Three - New perspective Active experimentation Experience Abstract conceptualization Reflection Step Four - New perspective Active experimentation Experience Abstract conceptualization Reflection Step Five - New perspective Active experimentation Experience Abstract conceptualization Reflection

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? Unit 2

Strategic

An individual was recently promoted to an executive management position and will frequently be involved in creating objectives that meet the mission of the organization.Which type of planning will this executive be required to perform? unit 2

Strategic

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? Unit 2

Strategic visionary

What is a benefit of using oral communication over written communication to share information in the corporate setting? *Reduced opportunity for disagreement *Lower message degradation *Stronger channel richness *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.

A nursing home manager has been given a goal of reducing patient falls by 20% over the next three years by implementing a falls prevention protocol and reporting results annually. What is this manager's role now that the method to meet this objective has been established? Unit 3

Supervising implementation of the plan. he manager would be responsible for identifying an objective such as reducing patient falls by 20% over the next three years, determining the steps required to meet the objective has been established, and supervising the process of implementation.

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? Unit 2

Technical skills

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? Passive Aggressive Passive-aggressive Assertive

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.

A manager works in a department in a small clinical laboratory that consists of seven technologists and one person who operates the front desk. The manager has determined a need to change how patients are scheduled in order to improve on-time appointments. What is a reason the front desk person might oppose such a move? Unit 4

The change may create more work. A fear of an increased workload may lead to resistance to change.

A regional bank manager is working towards opening a new branch and is working with the corporate human resources (HR) manager to determine labor needs. The HR manager already has a list of qualified employees in the area that could be reassigned to the new branch once it opens.Which piece of information will the HR manager need to calculate demand? Unit 4

The number of employees needed. Since the HR manager already has a list of available employees that may be reassigned to the branch, the HR manager now needs the number of employees needed for the new branch.

What is a variable cost for an electronic-watch maker? Unit 3

Time of a technician to assemble the watch

A branch manager for a large bank wants to be promoted. The promotion requires the completion of a professional development training program. That process usually takes two years from start to finish. Despite the typical timeline, the manager believes that with hard work, the program can be completed in one year.Which component of a SMART goal is being established by this belief? Unit 4

Time-bound-One component of a SMART goal is providing a time-bound statement. Time-bound statements have a clear deadline. This manager's plan to complete the two-year goal in one year gives a time constraint to the goal and establishes an end date to complete the professional development plan.

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

Transaction

Swart, Mann, Brown, and Price

Trial and error Self-taught Observation Adapting previous knowledge to new circumstances (Swart et al., 2012) all managers to endorse an attitude of continuous education instead of offering a series of training

Vroom (1964)

Under certain conditions Theory X vs Theory Y may be more applicable. Defines motivation as a "process governing choices among alternative forms of voluntary activity, a process controlled by the individual". Expectancy theory- employees are motivated by expected outcomes and the likelihood that those outcomes will occur. proposed that people prefer specific outcomes over other outcomes. For individuals to be motivated, they must value the results and expect their behavior will result in the achievement of a reward. To commit to learning in an organization, employees must value the rewards they are offered and feel that their actions will lead to success

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? Unit 5

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.

Fiddler's Contingency Theory

states that effective leadership depends not only on the style of leading but on the control over a situation. There needs to be good leader-member relations, task with clear goals and procedures, and the ability for the leader to mete out rewards and punishments.

A manager is told in a meeting of significant changes coming to the organization. Several of the changes are specific to the manager's department and will take effect within the next quarter. The manager needs to communicate this information to the staff and wants to be able to express the information in such a way that all of the affected employees understand what is going to happen in a timeline for implementation of the changes. Which element influenced the communication strategy used by this manager? Unit 5 Self-reflection Conscious reflection Personal perception External filtering

Conscious reflection occurs when the individual considers personal beliefs, values, and existing biases to develop new ideas and to explore the communication further from one or more different perspectives. In this scenario, the manager will want to take into consideration the various perspectives of the staff to be able to communicate this information in such a way that each member will receive it and understand it.

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? Unit 5

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? *Asking questions to confirm what has been said *Preparing a response to what is being said by the speaker *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-Correct! This is one technique of active listening. This enables the speaker to understand that the listener is paying attention to what is being said.

Which strategy should a manager use to mitigate a conflict? Unit 4

Collaboration-Collaboration means that by working together, the parties can manage the process and find a solution.

The chief operating officer (COO) of an organization understands how the various parts of the system are interdependent. The COO also recognizes how the smooth operation of the organization produces value for customers.Which type of leadership skill is being illustrated by this COO? Unit 2

Conceptual

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? Active Appreciative Competitive Passive

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

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? Egalitarian Euphemism Esotericism Ethnocentrism

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

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

Correct! 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.

An organization has decided to use economies of scale to gain a competitive advantage. Which competitive strategy is this organization using? Unit 3

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.

An organization merges with another, forming a new organization. Members of a team composed of executives and managers from both organizations agree that the strategic goal of the new organization is to expand market share to 50% of its niche in five years. Which operational strategy should be used to achieve this target? Unit 3

Create a specific set of actions and metrics for implementation. Strategic operations decisions focus on identifying and measuring actions associated with a goal. This goal is to increase market share to 50% in five years. Creating a specific set of measurable tasks will engage employees in accomplishing that task.

A change professional has been asked to help prepare an organization to implement a new electronic production system to replace the current, inefficient system. The organization has finished the preparation for the project and is beginning the actual change process. Which strategy should be used to reduce potential resistance and barriers at this stage of this process? Unit 3

Creating a history of success that demonstrates how the change effort is expected to progress. Communicating a history of small successes over time demonstrates to employees that the planned change is likely to succeed given the history of successes within the organization.

A manager, who is acting as an internal consultant, is asked for a product recommendation.Which activity is this manager performing? Unit 2

Determining appropriate software to be purchased

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? Environmental Cultural Personal External

External-Correct! Withholding or distorting information fearing negative reactions is an example of external filtering.

An organization is being investigated by the Securities Exchange and Commission (SEC) for reporting inaccurate statements and falsifying information to important investors. Due to this pending investigation, it is rumored that employees could encounter layoffs. The senior manager needs to effectively confirm or deny the rumor. Which communication channel should the manager use for this purpose? Unit 5 *Text message *Face-to-face meeting *Social media *Spreadsheet

Face-to-Face Meeting-Face-to-face meetings with the management staff and employees is the best communication channel to address rumors about layoffs/downsizing.

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? Unit 5

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.

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? Unit 2

Informational

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? Unit 5

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 manager with a building construction company hears that the building permits submitted to the city's works department for approval have been delayed. The manager offers to speak with the city's works department head, who is a member of the manager's church.Which Mintzberg's managerial role is this manager fulfilling? Unit 2

Interpersonal relationships

A company is trying to determine why their employees act differently in given situations and is examining the internal factors that affect perception.Which factor is management examining? Unit 4

Motivation-Motivation refers to what causes a person to choose an alternative that will satisfy current needs. Motivation is an internal factor.

Herzberg's (1974) two-factor theory

Motivators: Which can encourage employees to work harder. Hygiene factors: These won't encourage employees to work harder but they will cause them to become unmotivated if they are not present.

A manager continually gathers data regarding the organization's competition and the general business environment.Which management attribute is this individual displaying? Unit 2

Monitor

A manager is asked to initiate activities that will support environmental scanning.Which activity should be used by this manager for this purpose? Unit 2

Monitoring competitors

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? Unit 2

Motivating employees

A store changed its production approach to one that is more time-consuming. The manager tells its employees that the change will drive up the cost of production, resulting in a price increase and a loss of customers.Which process barrier to change is the manager exhibiting? Unit 3

Negative attitude and fear that the organization may change for the worse. The manager is negative about the idea and not ready to make the change.

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? *Written *Informal *Indirect *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.

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

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.

An employee for manufacturing company believes the opinions of the production team are never taken into consideration when a new product is created. This feeling causes the employee to dread when production begins on new products because it always changes how the job is done.Which Big Five personality trait is low for this employee? Unit 4

Openness-Openness is the tendency to want to try new things. A person who scores low in openness would not be open to the experience of doing something new.

A manager is great at persuading staff members to undertake tasks they feel are beyond their particular skill set.Which four fundamental management functions help this manager achieve this result? Unit 2

Planning, organizing, leading, and controlling

A manufacturer of baseball bats must determine the level of inventory necessary to make the bats. The bats require raw material of wood blocks. The manager wishes to have a certain number of blocks available in addition to just-in-time inventory. What is an advantage of using this strategy? Unit 3

Ready for demand spikes-he extra just-in-case inventory allows the organization to prepare for demand spikes.

A manager of a laboratory department in a small hospital received complaints concerning one of the technologists who was reportedly rude to patients. The manager has decided to meet with the technologist to address the issue. Which behavior should the manager show during this meeting? Unit 5 *Avoiding eye contact with the technologist *Encouraging the technologist to not give reasons for the behavior *Expressing dissatisfaction to send the technologist a strong message *Receiving comments from the technologist without judgment

Receiving comments from the technologist without judgment. The manager should initially listen to the technologist without judgment or criticism.

A manager is responsible for controlling and overseeing a small company.Which management attribute is needed to undertake this set of responsibilities? Unit 2

Resource allocator

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

Use multiple modes of communication-Correct! 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? Unit 5

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

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? Unit 5

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

Equity theory

a theory that states that people will be motivated when they perceive that they are being treated fairly. Employees' level of motivation and satisfaction is based on their perception of how they are treated in relation to how others are treated.

McClelland's theory

affiliation, power, achievement-achievement may respond to goals, those with a high need for affiliation may be motivated to gain the approval of their peers and supervisors, whereas those who have a high need for power may value gaining influence over the supervisor or acquiring a position that has decision-making authority.

Transactional theories

leadership are based on an exchange between the leader and the follower. The relationship is a positive one and benefits both parties.

transformational leadership

leadership that, enabled by a leader's vision and inspiration, exerts significant influence