FUNdamentals 3
Loni, the CEO of a large hotel chain, is very charismatic and is quite skilled at articulating a clear, exciting vision for the future of the hotel chain. Loni is exhibiting which transformational leadership behavior? A) inspirational motivation B) idealized influence C) individualized consideration D) intellectual stimulation
A) inspirational motivation
Stephanie supervises a call center department that receives stress-producing calls from unhappy customers. Turnover has increased by 33 percent over the last four months. Stephanie is understanding and patient with her staff, and tells them she knows what they're going through because it wasn't so long ago that she took those calls. How would Stephanie's staff describe her style? A) supportive B) interaction facilitation C) path-goal clarifying D) value-based
A) supportive
Which of the following would be considered a negative interpersonal trait often found in leaders? A) openness to experience B) Machiavellianism C) dominance D) extraversion
B) Machiavellianism
Which of the following is an example of physical noise in a workplace? A) The sales manager was not paying full attention to a presentation because she was excited that her sister was having a baby. B) The restaurant has a loud ventilation fan that turns on whenever the kitchen reaches 85 degrees. C) The COO and CMO meet weekly to review COGS, ACV, GP, and ROI for YTD. D) The administrative assistant did not include several key topics in the minutes because he had a migraine during the meeting.
B) The restaurant has a loud ventilation fan that turns on whenever the kitchen reaches 85 degrees.
Trevor's peers were surprised when he received a promotion and suddenly became their supervisor. They thought he was rather unreliable and weren't sure he was up to the task. According to the contingency model, Trevor has A)weak position power.B)poor leader-member relations.C)poor worker facilitation.D)low task structure.
B)poor leader-member relations
Which of the following statements about leader style is accurate? A) Men are less likely to use a directive style. B) Women are less likely to use a participative style. C) Men are more likely to use an autocratic style. D) Women are more likely to use an authoritarian style.
C) Men are more likely to use an autocratic style.
Keith was put on probation for a string of customer complaints about his poor service and professionalism. Keith's supervisor was using ________ power. A) informational B) coercive C) referent D) reward
Coercive
When Parvin exhibits transformational leadership, she can expect her followers to A) be less committed to organizational change. B) report lower employee job satisfaction. C) put their self-interests ahead of organizational goals. D) be more intrinsically motivated.
D) be more intrinsically motivated.
Chung manages his employees by carefully monitoring their production, comparing what they do to predicted schedules, and watching the budgets. Chung can best be described as a ________ leader. A) relationship-oriented B) charismatic C) transformational D) task-oriented
D) task-oriented
1. Matek, a realtor, knows about a great deal on a property in the country, but his clients, Julian and Karida, insist on only looking at downtown lofts. Matek feels that Julian and Karida would switch realtors if he showed them a property in the country, so he does not tell them about it. The result is a receiver barrier.
False
1. Ximena, who manages a public pool, suspended four lifeguards when she caught them sleeping at their stations. Ximena was using the reward power pursuant to her managerial position.
False
Web-based and mobile technologies that are used to generate interactive dialogue with members of a network are known as formal communication channels.
False
Paulina manages a fast food restaurant. Which of the following represents Paulina dealing with a personal barrier to communication? A) When Paulina notices a customer who is clenching her fists and glaring angrily into the kitchen, Paulina warmly greets the customer and asks what she can do to help. B) After hiring two new employees who speak Portuguese, Paulina has the employee handbook and all the restaurant's signs translated. C) Feeling overwhelmed by the high volume of e-mails, reports, and customer calls, Paulina decides to walk around the exterior of the restaurant for 15 minutes. D) Paulina orders new cash registers because the old ones could not integrate credit cards sales in with cash purchases.
Feeling overwhelmed by the high volume of e-mails, reports, and customer calls, Paulina decides to walk around the exterior of the restaurant for 15 minutes.
Executives at Amalfi Construction want to let middle managers know that the company is going to be acquired by its largest competitor. Assuming the following paths of communication are possible, how should executives communicate this information? A) Send a note to all managers. B) Post a notice on all bulletin boards. C) Hold a face-to-face meeting. D) Send an e-mail to all managers.
Hold a face-to-face meeting
As the marketing director for Mountaintop Ski Resort, Kimberli has lots great ideas about advertising the resort to new groups of customers. What would you tell Kimberli about the customer perspective? A) Getting a previous customer to return is much cheaper than convincing new customers to visit the property. B) Customers will be satisfied with the resort as long as it is the cheapest rate in town. C) Kimberli should set customer expectations very high to entice new customers to the resort. D) Personalized service can only be delivered by major hotel chains, and not at the Mountaintop Ski Resort.
Personalized service can only be delivered by major hotel chains, and not at the Mountaintop Ski Resort.
1. A manager providing rewards or reprimands to subordinates is practicing transactional leadership.
True
1. Rural Internet Services, applying TQM, restructured its service call procedures and eliminated some steps involved so that employees can finish each call faster. Rural Internet Services is attempting to reduce cycle time.
True
The two core principles of TQM are A) Development of strong organizational culture and continuous improvement of work processes. B) Uniform focus on delivering customer value and continuous improvement of work processes. C) Improvement of employee morale and enhancement of shareholder satisfaction. D)Uniform focus on delivering customer value and improvement of management-employee relationship.
Uniform focus on delivering customer value and continuous improvement of work processes.
You are a(n) ________ communicator when your intended message is sent accurately in the least amount of time. A) economical B) collaborative C) effective D) efficient
efficient
A manager needs to inform employees that the quarterly project management training will start on June 1, about three months from now. Generally, which of the following should the manager use in this situation? A) videoconference B) e-mail C) telephone call D) face-to-face meeting
Micaela is implementing the control process for her insurance agency. Before she begins to monitor performance, Micaela should A) establish standards. B) compare performance to standards. C) continue work progress. D) take corrective action.
establish standards
Productivity equals A)labor, capital, energy, and materials, divided by goods and services produced.B)goods and services produced, divided by labor, capital, energy, and materials.C)labor, energy, and capital, divided by goods, services, and materials.D)goods and services and energy and materials, divided by labor and capital produced.
goods and services produced, divided by labor, capital, energy, and materials
The more management levels through which a message passes, the A) more distorted the message may become. B) higher the chance the message will become external. C) more informal the organization. D) more disorganized the organization.
more distorted the message may become
The management of Zeta Manufacturing is implementing a plan to minimize production mistakes by allowing teams that work in each area of the production facility to develop a plan and then monitor their area to ensure the reduction of errors. The managers are engaging in A)statistical process control.B)quality control.C)continuous improvement.D)lean management.
quality control
Media that are ________ allow receivers to observe multiple cues, such as body language and tone of voice, and senders to get feedback. A) encoded B) decoded C) rich D) lean
rich
A ________ leader is one who focuses on providing increased service to others. A)servantB)transformationalC)humbleD)situational
servant
A ________ budget is one that can be adjusted over time for changing environmental conditions. A) static B) fixed C) zero-based D) variable
static
Tarek's supervisor noticed that he was struggling with the computerized setup for production runs at his new job. The supervisor observed him while he tried it again and gave suggestions for improvement. The supervisor is doing which step of the control process? A) taking corrective action B) establishing standards C) comparing performance to standards D) measuring performance
taking corrective action
To gain a competitive edge this year, the upper management of a global IT company has decided to focus on customer service, employee training, and continuous quality improvement. This approach is known as A) customer focus. B) total quality management (TQM). C) evidence-based management. D) competitive edging.
total quality management (TQM)
Of the following, which medium is the richest? A) company newsletter B) telephone C) videoconference D) handwritten thank-you note
video conference
