MAN4520 Final

People in teams will respond to change in the same ways .

False

Proximity is not considered a component of non - verbal communication .

False

The lecture / discussion method of teaching should be used when the subject matter deals with skill development or how - to information .

False

There are certain organizational structures that tend to prevent internal politics .

False

Verbal communication is least effective when :

Promoting a safety campaign

Robert Luke offers four guidelines for enhancing the effectiveness of corrective feedback . They are :

Be positive , be prepared , be realistic , and donâ t be completely negative

What percentage of what is read is remembered and retained ?

10 %

A team must have a mission statement because it explains the team's reason for being .

@True

Which of the following is a documentation requirement for the ISO 9000 quality system ?

A Quality Policy

Which of the following strategies are applied in order to be a good team member ?

Be well prepared and participate

Which of the following characteristics is not necessarily needed to be a good leader ?

A charismatic personality

When does a group of people become a team ?

A group of people become a team when they reach the point of being able to support each other . A group of individuals can carry out their own tasks and responsibilities on a daily . But in order for there to be a team , there needs to be an environment that is supportive of each other and provides backup if need be , and promote a healthy work environment . Being a team means that everyone is able to contribute something that can benefit one - another or everyone as a whole .

What is a quality circle , and describe the concept of MBWA .

A quality circle is a group of employees that meets regularly for the purpose of identifying , recommending , and making workplace improvements . MBWA management by walking around

Which of the following is a common structural inhibitor to teamwork in organizations ?

Accountability to management

A workforce that is ready for empowerment :

All of the above

Appropriate motives for adopting ISO 9000 include which of the following ?

All of the above

Characteristics of total quality include :

Both A & C

Leadership skills are :

Both A and B

The most important factors that combine to magnify the need for training are global competition , rapid and continual change , quality of the existing labor pool , technology transfer problems , and .

Changing demographics

Bringing together people who have a common cause or goal is a strategy of internal politicians known as :

Coalition building

The primary inhibitor of empowerment is:

Commitment

Conflict can be a good thing , when should conflict be encouraged in an organization ?

Conflict can be good in some instances . In the case of having conflict be encouraged in an organization , could be in times where there should be generation of different ideas . For example when a project beings within the planning stages , the team members of the project voice their opinions on the matter and what they believe would work best for the organization or the team . This creates either agree or disagreements amongst the group , and allows them to brainstorm and collaborate with one another in order to agree upon one way of doing things . Conflict can be productive when encouraged to generate new ideas .

Which of the following is a basic principle of ISO 9000 ?

Continual improvement of processes and products

Describe how to promote diversity in teams .

Diversity is a concept that is integral to teams . And by promoting this concept this can not only elevate the performance of the team , but create a positive environment for them to contiuously thrive and improve . A good way to promote diversity in teams is to listen to different thoughts , opinions and ideas . This is critical as everyone within a team may have different backgrounds and this could prove to be valuable in creating nurturing a team that can be determined as problem solving . And it's important that the team gives their input as it allows the team to learn different ideas as well .

Which of the following is a strategy of e - learning ?

E - learning works best when there are learning coaches and mentors provided .

Employee empowerment is :

Employee input that is heard , seriously considered , and followed up on whether it is accepted or not .

Which of the following is NOT typically an effect of internal politics in an organization ?

Enhanced competitiveness

Which of the following is a benefit of mentoring ?

Enhances performance

Coaches promote mutual respect among team members and promote cultural diversity .

False

Company level communication is communication within a peer group .

False

Effective communication means receiving a message , correctly decoding it , and accurately perceiving what it means .

False

Employee empowerment is a new name for participatory management .

False

Employees always work well together as a team just because it's the right thing to do .

False

ISO 9000 and total quality are interchangeable .

False

ISO 9000 is never implemented in a non - total quality environment .

False

Internal politics occurs when individuals put the organizationā s goals ahead of their own .

False

Misleaders surround themselves with knowledgeable , strong people who are able to make them appear to be good leaders .

False

One - way communication helps maintain a climate that is conducive to effective communication .

False

One half of the adult population in the US are marginally to functionally illiterate .

False

Which of the following is a personally negative response to conflict ?

Going into denial

Which of the following character traits promote successful teamwork ?

Honesty

Empathic listening means

Listening with the intent to understand

A strategy used by internal politics that involves the sharing and / or selective withholding of information is :

Lobbying

Which of the following strategies counter the negative influences of advisor and followers ?

Looking for disagreement among advisors

Which of the following strategies will help organizations move beyond empowerment to enlistment ?

Make it clear to all employees that their ownership is not just wanted and needed but that it is expected .

Which of the following is the most appropriate leadership style in a total quality setting ?

Participative

Which of the following is NOT a strategy for preventing internal politics ?

Rewarding employees who win in internal competition situations

Which of the following characteristics will help build and maintain followership ?

Sense of purpose

Which of these is an aspect of customer training ?

Shaping customer expectations

One of the highest levels of verbal communication occurs when speakers use what to make their points ?

Stories

List and explain four levels of communication .

Team - Level Communication The primary difference between one - on - one and team - level communication is that , with the latter , all team members are involved in the process at once . A team meeting called to solve a problem or to set goals would be an opportunity for team - level communication . Company - Level Communication Company - level communication is communication among groups . A meeting involving various different departments within a company is an opportunity for company level communication . Community - Led Communication Community - led communication occurs when groups inside of a company and groups outside the company . Perhaps the most common examples of community - level communication are a company's sales force communicating with clients and the purchasing department communicating with vendors .

What is the Juran Trilogy ?

The Juran trilogy has to do with a set of principles that contribute to total quality . It acts as sort of a guideline that gives leaders the opportunity authority into the hands of the employees , and the leader is a positive role model that enourages them and promotes efficiency and innovation . to lead in a way that would benefit both the emplyoees

Explain the following statement à Successful implementation of empowerment requires change in the corporate culture.â

The following statement " successful implementation of empowerment requires change in the corporate culture " , is very true . In order implement some kind of change for the employees that work for an organization , it's important to take into consideration the very structure in the internals of a company . Change is difficult , especially when it comes to something like this concept . In order to implement empowerment , it's critical that there are positive avenues taken in order to motivate the employees , and create a healthy work environment so that they may be able to feel empowered . This takes into consideration their feedback and ideas , whether it is accepted or not . This allows for a more honest work environment where the employees understand that they are allowed to provide input . And changes in the staff or management may need to change as well , in order to support this implementation .

What is the oldest and most used method of teaching ?

The lecture / discussion method

There are several components of communication . They are :

The message , the sender , the receiver , the medium

Which of the following statements is true concerning the original aims of ISO 9000 ?

To create a universally recognized family of quality standards .

Define training and explain how it differs from education .

Training is used in order to instill a certain piece of knowledge or skill into an individual within a short the information that is given . It is a good way of introducing an idea , and can help with getting necessary tasks done . Although there is a difference between education long - term method that allows individuals to grasp concepts , the reason why factors are the way they are , and this helps the amount of time so that they may be able to complete tasks based on and training . With education , it's more of a individual understand it the way they can digest the information . On the other hand , training can be instructed onto individuals , although they may not know about the concepts in - depth details . It is more short - term as opposed to education .

A team is a group of people with a common , collective goal .

True

A workforce that is ready for empowerment is accustomed to critical thinking .

True

Conflict management means resolving conflict whenever it is detrimental and initiating it when necessary to overcome stagnation in an organization

True

E - learning is a tool , not a strategy .

True

Employee enlistment means not simply empowering employees to participate in the decision - making process but expecting them to do so .

True

Fear of exclusion can cause managers to resist employee empowerment .

True

ISO 2000a " 2015 emphasizes high - level structure , reduces documentation requirements , and has been made applicable to the service industry .

True

ISO 9000 can improve operations in a traditional environment .

True

In order for employees and managers to function effectively in a total quality setting , they must have good interpersonal skills .

True

Internal politics consists of the games people play to promote decisions that are based on criteria other than merit .

True

It is important for those who want to lead to first learn how to follow .

True

Leadership and management are not the same thing but both are needed .

True

One definition of corporate culture is the way things are done in an organization .

True

Servant leadership / stewardship seeks to do a better job serving both external and internal customers .

True

The job task analysis survey is the most structured approach managers can use to assess training .

True

The overall aim of ISO 9000 is to make registered organizations more competitive .

True

To facilitate change in a positive way , leaders must have a clear vision and corresponding goals , exhibit a strong sense of responsibility , be effective communicators , have a high energy level , and have the will to change .

True

Training sometimes fails because of a lack of participation in planning on the part of management .

True

Without empowerment , involvement is just another management tool that doesnâ t work .

True

Which of the following situations indicates that conflict should be stimulated ?

When employees always agree and tell managers what they want to hear

If asked to assess a departmentâ s training needs how would you go about it ?

When it comes to trainings , it's crucial that you go into the concepts with an open mind , and be attentive . Along with that , it's critical that you take the information in from the perspective of someone that is entirely new to the concepts , and start from the ground up . By analyzing trainings , and taking in the information , eliminating assumptions can minimalize confusion . In the case of the trainings it may be a good idea to identify steps that are basic or simple , so that anyone will be able to pick up on it . If assumptions are made , it can derail the training , and waste time as a result .

Describe the impact internal politics can have on the implementation of total quality .

With total quality , it allows individuals within the organization to feel comfortable , and give them the right environment to excel and promotes greater work ethics . This would in turn allow them to be more productive , share ideas , and uplift one another within a total quality organization . With the impact of internal politics , there could be major implications to the implementation of total quality . Information may not be shared as much and some vital or beneficial pieces of information could be withheld due to the internal politics . This could in turn stagnate the innovation and continuous improvement an organization would have if it were to not have internal politics .

Describe Maslowa s Hierarchy of Needs and how it can be used in a total quality setting .

achieved , this would enable employees to work effectively , and Maslows Hierarchy of needs describes what is necessary for people to be satisfied and comfortable with their environment . In a total quality settting , it could be believed that once certain factors are create high quality work as a result . In this case where the hierarchy may apply , may be as simple as creating a positive environment for the opportunities that would allow them to grow , which gives them a purpose to work towards . This concept can employee , where they may feel safe and not at risk of many factors . Another may be creating be factored into the total quality setting well .