Management Chapter 12-15 Exam
A quality circle is a group of _____ volunteer employees. a. 2 to 4 b. 6 to 12 c. 10 to 20 d. 15 to 25 e. 30 to 50
6 to 12
What percent of the details passed through a grapevine is accurate? a. 15 to 20 percent b. 25 to 35 percent c. 40 to 60 percent d. 70 to 90 percent e. 100 percent
70 to 90 percent
What percentage of a manager's time is spent in direct communication? a. 20 percent b. 100 percent c. 50 percent d. 80 percent e. 40 percent
80 percent
_____ is the degree to which the worker has freedom, discretion, and self-determination in planning and carrying out tasks.
Autonomy
_____ is the removal of an unpleasant consequence following a desired behavior.
Avoidance learning
_____ refers to the system of governing an organization so that the interests of corporate owners are protected.
Corporate governance
_____ control uses cultural values, traditions, shared beliefs, and trust to generate compliance with organizational goals.
Decentralized
_____ negotiation is a competitive and adversarial negotiation approach in which each party strives to get as much as it can, usually at the expense of the other party.
Distributive
The _____ involves whether putting effort into a task will lead to high performance. a. P ->; O expectancy b. E ->; P expectancy c. O ->; V expectancy d. A ->; Z expectancy e. V ->; P expectancy
E ->; P expectancy
The highest total number of ISO 9000 certifications is held in: a. the United States. b. South America. c. Europe. d. China. e. Africa.
Europe
_____ communication is the lateral or diagonal exchange of messages among peers or coworkers.
Horizontal
_____ standards represent an international standard for quality management. a. ISO 9000 b. Six Sigma c. TQM d. Kaizen e. Foreign Economy Index
ISO 9,000
_____ negotiation is a collaborative approach to negotiation that is based on a win-win assumption, whereby the parties want to come up with a creative solution that benefits both sides of the conflict.
Integrative
The idea that people are strongly motivated by a potential loss, such as a financial penalty, is known as _____.
Loss aversion
Which of the following countries has the most secretive economy? a. Russia b. Nigeria c. Mexico d. Germany e. Singapore
Nigeria
_____ are the most basic human physical needs, including food, water, and oxygen.
Physiological needs
_____ pertains to the team's ability to meet the personal needs of its members.
Satisfaction
Jessica has just been appointed leader of a new work team in her organization. She is wondering what to do at her first meeting with the group. Which of the following would you suggest? a. She should waste little time; get the team focused on the task. b. She should help the team clarify roles and responsibilities. c. She should allow time for team members to become acquainted with one another; allow for informal social interaction. d. She should let someone else worry about this since she is the leader. e. She should propose to disband the team.
She should allow time for team members to become acquainted with one another; allow for informal social interaction.
_____ refers to the tendency for the presence of others to enhance an individual's motivation and performance.
Social facilitation
_____ is defined as the extent to which members are attracted to the team and motivated to remain in it.
Team cohesiveness
The _____ style to handle conflict involves a low degree of assertiveness and a high degree of cooperation.
accommodating
Dysfunctional teams avoid _____, being unwilling to accept responsibility for outcomes and engaging in finger-pointing when things go wrong.
accountability
A(n) _____ ratio measures internal performance with respect to key activities defined by management.
activity
Capacity to _____ refers to the ability of teams to bring greater knowledge and skills to job tasks and enhance the potential of the organization to respond to new threats or opportunities.
adapt and learn
Channel richness refers to the: a. number of messages a channel can carry at one time. b. speed in which messages can be carried. c. amount of information that can be transmitted during a communication episode. d. number of channels available at any one time. e. profitability potential of a proposed channel.
amount of information that can be transmitted during a communication episode.
Strategic conversations include: a. directing attention to values. b. asking questions. c. social media. d. personal networks. e. influencing employee behavior.
asking questions
Which of these is sometimes called negative reinforcement? a. Avoidance learning b. Punishment c. Positive reinforcement d. Extinction e. Neutral learning
avoidance learning
Stella, a systems manager for a large technology company, would like to get an understanding of her company's financial position with respect to assets and liabilities at the end of the fiscal year. Which financial statement should she refer to? a. Income statement b. Activity ratio c. TQM report d. Balance sheet e. Balance scorecard
balance sheet
The _____ provides three types of information: assets, liabilities, and owners; equity.
balance sheet
The continuous process of measuring products, services, and practices against major competitors or industry leaders is called _____.
benchmarking
Which of the following is the process of measuring your organizational process against the best in the industry? a. Outsourcing b. Continuous improvement c. Environmental analysis d. Benchmarking e. Competitive measurement
benchmarking
Most executives now believe that important information flows from the: a. top down. b. bottom up. c. diagonal level. d. horizontal level to diagonal level. e. internal to external.
bottom up
A budgeting process in which lower-level managers budget their departments resource needs and pass them up to top management for approval is called _____ budgeting.
bottom-up
Which of the following comprises the lowest channel richness? a. Electronic mail b. Bulletins c. Face-to-face talk d. Telephone e. Memos
bulletins
The _____ lists planned investments in major assets such as buildings, trucks, and heavy machinery, often involving expenditures over more than a year.
capital budget
The _____ plans future investments in major assets to be depreciated over several years. a. capital budget b. balance sheet budget c. cash budget d. revenue budget e. profit budget
capital budget
When a group of workers have routine tasks to perform, a _____ communication structure allows more time for the task to be completed. a. linear b. centralized c. decentralized d. gossip e. team
centralized
A(n) _____ is a team communication structure in which team members communicate through a single individual to solve problems or make decisions.
centralized network
Which of the following is NOT a common method for reducing a perceived inequity? a. Change inputs b. Change outcomes c. Distorts perception d. Leave the job e. Change equity
change equity
Samuel, a sales associate at an electronics store, learns that his base pay is higher than any other sales associate in the store. He justifies his higher salary to the idea that he must be a top sales associate, generating more revenue than anyone else. This example demonstrates which method for reducing perceived inequity? a. Working harder, not smarter b. Changing outcomes c. Changing work effort d. Changing perceptions e. Leaving the job
changing perceptions
When an electronic mail system is installed as part of the communication system, what element of the communication process is changed? a. Channel b. Message c. Sender d. Filter e. Receiver
channel
The amount of information that can be transmitted during a communication episode is known as _____.
channel richness
Which of the following is NOT a need proposed by Maslow in his hierarchy of needs theory? a. Safety needs b. Compensation needs c. Physiological needs d. Esteem needs e. Self-actualization needs
compensation needs
All of these behaviors are consistent with the role of a task specialist, except: a. seek information. b. initiation. c. summarize. d. compromise. e. energize.
compromise
Which of the following theories emphasize the needs that motivate people? a. Process b. Reinforcement c. Content d. Contingency e. Situational
content
_____ theories emphasize the needs that motivate people.
content
The implementation of a large number of small, incremental improvements in all areas of the organization on an ongoing basis is referred to as _____.
continuous improvement
Which of the following refers to the system of governing an organization so that the interests of corporate owners are protected? a. Quality circle b. Corporate governance c. ISO certification d. Open-book management e. Balance scorecard
corporate governance
A task force is sometimes called a(n): a. vertical team. b. cross-functional team. c. command team. d. special-purpose team. e. executive team.
cross-functional team
In a(n) _____ network, individuals can communicate freely with other team members.
decentralized
To translate the symbols used in a message for the purpose of interpreting its meaning is called _____.
decoding
_____ and _____ are potential sources for communication errors, because knowledge, attitudes, and background act as filters. a. Encoding; channel b. Encoding; noise c. Decoding; channel d. Decoding; encoding e. Decoding; noise
decoding; encoding
Information distortion or loss of message content is a major problem with: a. upward communication. b. formal communication. c. downward communication. d. informal communication. e. horizontal communication.
downward communication
Jay, a divisional vice president of a consumer goods manufacturer, gives a presentation to all divisional employees to outline the company's goals for the coming year. This is an example of what type of organizational communication? a. Virtual communication b. Grapevine communication c. Lateral communication d. Downward communication e. Upward communication
downward communication
Which of the following is the most familiar and obvious flow of formal communication? a. Downward communication b. Gossips c. Horizontal communication d. Upward communication e. Vertical communication
downward communication
_____ refers to the messages and information sent from top management down to subordinates.
downward communnication
The delegation of power and authority to subordinates is referred to as: a. need for power. b. need for achievement. c. empowerment. d. passing the buck. e. need of affiliation.
empowerment
To _____ a message is to select the symbols used to compose a message.
encode
Jenna composes an email from home to her boss to inform him that she will be late getting to work that day. The act of composing an email involves which stage of the communication process? a. Selecting a channel b. Sifting through noise c. Providing feedback d. Encoding the message e. Decoding the message
encoding the message
To be effective communicators, managers should: a. focus primarily on enhancing downward communication in the organization. b. enhance lateral communication opportunities by encouraging teams. c. limit use of communication technology. d. strictly push for face-to-face communication. e. encourage the use of multiple channels of communication.
encourage the use of multiple channels of communication
Which of the following behaviors is NOT consistent with the socioemotional role? a. Encourage b. Energize c. Harmonize d. Compromise e. Follow
energize
Carla's subordinates view her as a great manager. Not only does she get the job done, but she organizes the workplace in such a way that employees experience a sense of meaningfulness, connection, and growth. This is an example of employee: a. pay-for-performance. b. delegation. c. empathy. d. apathy. e. engagement.
engagement
A state of _____ exists whenever the ratio of one person's outcomes to inputs equals the ratio of another's outcomes to inputs.
equity
What is the first step in the feedback control system? a. Establishing strategic objectives b. Establishing standards of performance c. Taking corrective action d. Comparing performance to standard e. Measuring previous performance
establishing standards of performance
Nelson is motivated by a strong need for recognition and is continually seeking credit for his contributions to the organization. According to Maslow, Nelson is motivated by which category of needs? a. Physiological b. Safety c. Belongingness d. Esteem e. Self-actualization
esteem
A(n) _____ includes anticipated and actual expenses for each responsibility center and for the total organization.
expense budget
Which of the following includes anticipated and actual expenses for a responsibility center? a. Revenue budget b. Cash budget c. Capital budget d. Expense budget e. Operating budget
expense budget
Andrea is team leader of the focus group at her organization. In the past, the group was plagued by lack of cooperation and disrespect. Today, she told team members that if anyone tried to undermine another member, that person would be kicked off the team. This is an example of a(n): a. critical event. b. explicit statement. c. experiential carryover. d. implied norm. e. accommodation.
explicit statement
_____ rewards are given by another person, typically a manager, and include promotions and pay increases.
extrinsic
Louise, a top-level manager at INF Inc., has the difficult task of informing 12 employees that they are about to be laid off. Which communication channel should Louise use to break the news? a. Face-to-face b. E-mail c. Instant messaging d. Telephone e. Handwritten letter
face-to-face
A common dysfunction of teams is the presence of conflict. a. True b. False
false
A common dysfunction of teams is to be results oriented. a. True b. False
false
A process in which lower level managers anticipate their department's resource needs and pass them to top management for approval is called top-down budgeting. a. True b. False
false
An expense budget lists forecasted and actual revenues of the organization. a. True b. False
false
An organization-wide commitment to infusing quality into every activity through continuous improvement defines Six Sigma. a. True b. False
false
Behavioral science research has shown that people typically respond more strongly to a potential gain, such as a financial reward, than to a potential loss, such as a financial penalty. a. True b. False
false
Customer service, external business processes, financial performances, and the organization's capacity for learning and growth are the four major perspectives of the balanced scorecard. a. True b. False
false
Distributive negotiation is a collaborative approach to negotiation that is based on a win-win assumption, whereby the parties want to come up with a creative solution that benefits both sides of the conflict. a. True b. False
false
External and relatedness are the first two groups of needs in Aldefer's ERG theory. a. True b. False
false
Extrinsic reward refers to the satisfaction a person receives in the process of performing a particular action. a. True b. False
false
Formulating in your mind what you are going to say next is an important part of effective listening. a. True b. False
false
Gain sharing rewards employees with part ownership of the organization based on achieving performance goals. a. True b. False
false
Horizontal communication is particularly important in teaching organizations, where teams of workers are continuously solving problems and searching for new ways of doing things. a. True b. False
false
Huge corporations are more likely than smaller businesses or nonprofits to use social media to communicate with customers. a. True b. False
false
Job enlargement is a job design that incorporates achievement, recognition, and other high-level motivators into the work. a. True b. False
false
Managers spend 80 percent of every working day doing desk work. a. True b. False
false
Most organizations measure and control performance using qualitative financial measures. a. True b. False
false
Productive output pertains to the team;s ability to meet the personal needs of its members. a. True b. False
false
Research shows that the personalities of the individual members play the most critical role in determining how well a team functions. a. True b. False
false
Social media does not include blogs and wikis. a. True b. False
false
Team members, in decentralized networks, must communicate through one individual to solve problems or make decisions. a. True b. False
false
The compromising style of conflict management reflects a high degree of cooperativeness and a low degree of assertiveness. a. True b. False
false
The five stages of team development are forming, storming, reforming, performing, and adjourning. a. True b. False
false
The initial cost of implementing the SOX reforms is relatively minor for a small business once it becomes public. a. True b. False
false
The job characteristic of autonomy influences the worker's experiencing meaningfulness of work. a. True b. False
false
The stage of team development in which conflicts are resolved and members focus on problem solving is called reforming. a. True b. False
false
Two common behaviors of the socioemotional role are energizing and encouraging. a. True b. False
false
Two ways to classify rewards are extrinsic and monetary. a. True b. False
false
Types of information generally communicated upward include performance reports, suggestions for improvement, and performance feedback. a. True b. False
false
Very high expectations from senior management and a desire to share authority by middle managers are two of the positive factors leading to success of TQM. a. True b. False
false
Without feedback, communication is only a two-way process, sender to receiver and receiver to sender. a. True b. False
false
All well-designed control systems involve the use of _____ to determine whether performance meets established standards. a. opinions b. advice c. consultants d. benchmarks e. feedback
feedback
_____ is necessary for communication to be considered two-way. a. Message b. Channel c. Feedback d. Noise e. Circuit
feedback
_____ occurs when the receiver responds to the sender's communication with a return message.
feedback
_____ focuses on whether performance meets established standards.
feedback control
_____ is a motivational compensation program that allows workers to set their own hours.
flextime
_____ channels are those that flow within the chain of command or task responsibility defined by the organization.
formal communication
The _____ stage of development is a period of orientation and getting acquainted.
forming
The term _____ refers to a team member who attains benefit from team membership but does not do a proportionate share of the work.
free rider
Randy is a team leader at Welldrilling.net. His team is made up of fifteen co-workers. Recently, he has noticed a tendency for some team members to participate much less than others. They seem uninterested and content to let others do the work. This is called: a. free riding. b. reduced commitment. c. power realignment. d. the costs of coordination. e. self-directed team.
free riding
The idea that failure to meet a high-order need may cause a regression to an already satisfied lower-order need is referred to as a(n) _____.
frustration-regression principle
Tamika is a manager at Sleeveless Clothes, Inc. Recently, she was assigned a work team. She is in charge of the team and it consists of the subordinates under her authority. This is an example of a _____ team. a. horizontal b. functional c. self-managed d. special-purpose e. social
functional
All of the following are key steps of setting up feedback control systems, except: a. comparing performance to standards. b. establishing standards. c. getting employee opinions. d. measuring performance. e. making necessary corrections.
getting employee opinions
_____ can present enormous challenges for team leaders, who have to bridge gaps of time, distance, and culture.
global teams
Which term, in goal-setting theory, refers to the need to make goals highly ambitious but achievable? a. Goal specificity b. Goal difficulty c. Goal acceptance d. Feedback e. Goal motivation
goal difficulty
The _____ is an informal, person-to-person communication network of employees that is not officially sanctioned by the organization.
grapevine
Amber is a member of a work team at Buchanon Dance, Inc. She often attempts to help disagreeing parties reach agreement. This is an example of which socioemotional role behavior? a. Compromise b. Follow c. Reduce tension d. Harmonize e. Summarize
harmonize
At LBK Industries, responsibility for quality control rests with a team of quality control inspectors and supervisors rather than with employees. LBK uses what type of organizational control? a. Matrix control b. Hierarchical control c. Decentralized control d. Bottom-up control e. Balanced control
hierarchical control
The collaborating style of conflict resolution is based on a _____ degree of assertiveness and a _____ degree of cooperativeness. a. high; high b. high; low c. low; high d. low; low e. low; medium
high; high
Factors that involve the presence or absence of job dissatisfiers, such as working conditions or pay, are known as _____.
hygiene factors
Upward communication is usually used to communicate information about all of the following, except: a. suggestions for improvement. b. performance reports. c. indoctrination. d. financial and accounting information. e. grievance and disputes.
indoctrination
Sally is a member of a work team at Beauty-R-Us Corporation. She often proposes new solutions to team problems. This is an example of which task specialist role? a. Harmonize b. Seek information c. Initiation d. Reduce tension e. Compromise
initiation
In the process of implementing the balanced scorecard approach at his company, operations manager Seth Howard wonders whether internal activities and processes add value for customers and shareholders. This involves which dimension of the balanced scorecard? a. Customers b. Learning and growth c. Financials d. External business processes e. Internal business processes
internal business processes
Sally enjoys her job as a teacher, not because of the pay or benefits, but because she feels good about shaping the minds of tomorrow's leaders. Sally is motivated by: a. power factors. b. leadership factors. c. hygiene factors. d. extrinsic rewards. e. intrinsic rewards.
intrinsic rewards
Tammy is a production manager at Eagle's Nest, Inc. She is concerned that too much money is being wasted on inventory that is sitting in the warehouse too long. She should calculate a(n): a. current ratio. b. inventory turnover ratio. c. conversion ratio. d. profitability ratio. e. leverage ratio.
inventory turnover ratio
_____ is the application of motivational theories to the structure of work for improving productivity and satisfaction.
job design
Silvia, a seasoned assembly line worker at an automobile manufacturer, wants to demonstrate to Allison, a new trainee, how her job relates to other organizational activities. This encompasses which downward communication topic? a. Goals b. Practices c. Performance feedback d. Indoctrination e. Job instructions
job instructions
Which of the following is NOT one of the four key strategies for achieving a win-win solution through negotiation? a. Separate the people from the problem b. Focus on interests c. Generate many alternatives for mutual gain d. Insist that results be based on objective standards e. Keep the demands at the center
keep the demands at the center
The job characteristic of feedback provides the worker with: a. employee growth-need strength. b. experienced meaningfulness of work. c. experienced responsibility. d. knowledge of actual results. e. demotivation.
knowledge of actual results
The assumption that positively reinforced behavior tends to be repeated is the basis for the _____.
law of effect
A(n) _____ ratio indicates an organization's ability to meet its current debt obligations.
liquidity
About 75 percent of effective communication is: a. listening. b. telling. c. asking questions. d. the ability to persuade. e. choosing the channel.
listening
The skills of _____ require receiving messages to accurately grasp facts and feelings to interpret the meaning of the message. a. communication b. listening c. managing d. reception e. telling
listening
_____ involves the skill of grasping both facts and feelings to interpret a message's genuine meaning.
listening
The avoiding style of conflict resolution is based on a _____ degree of assertiveness and a _____ degree of cooperativeness. a. high; high b. high; low c. low; high d. low; low e. low; medium
low; low
The _____ is the idea that the single most important factor that can boost motivation during a workday is making progress toward meaningful goals.
making progress principle
According to the control model, after establishing standards of performance the manager should: a. compare performance to standards. b. get the standards approved by the supervisors and subordinates. c. measure actual performance. d. take corrective action. e. provide feedback.
measure actual performance
When informing your staff of the date for the company picnic, a _____ would be most practical and successful. a. memo b. telephone c. video conference d. face-to-face contact e. newspaper notice
memo
Fred, a software engineer, is in charge of scrutinizing electronic communication patterns as part of his role within a virtual team at work. Fred's role fulfills which virtual team practice? a. Using technology to build relationships b. Shaping culture through technology c. Monitoring progress and rewards d. Administering rewards e. Using global teams to develop technology
monitoring progress and rewards
Which of the following statements is true? a. Morale is higher in cohesive teams. b. Productivity is lower in cohesive teams. c. Satisfaction is lower in cohesive teams. d. Morale always suffers in cohesive teams. e. Absenteeism rates are substantially higher with cohesive teams.
morale is higher in cohesive teams
Which of the following is the arousal, direction, and persistence of behavior? a. Commitment b. Motivation c. Satisfaction d. Rewarding behavior e. Behavior modification
motivation
_____ refers to the forces either within or external to a person that arouse enthusiasm and persistence to pursue a certain course of action.
motivation
When interviewing prospective employees, Samuel, a seasoned manager, often observes hand gestures, facial expressions, and use of space to gauge individuals' personalities. These are all examples of: a. listening. b. nonverbal communication. c. empathizing. d. direct communication. e. nuance communication.
nonverbal communication
Sharing financial information and results with all employees in the organization is called _____ management.
open-book
Silver n' Gold Inc. recently introduced a new control philosophy where all employees have access to the same information that owners have, such as what money is coming in and where it is going. This is an example of which control philosophy? a. Balanced scorecard b. Six Sigma c. Continuous improvement d. Total quality management e. Open-book management
open-book management
Ophelia, the new CEO at Odyssey Inc., plans to implement a highly effective systematic process of regulating organizational activities to make them consistent with the expectations that are established by managers within the company. This is referred to as _____ control. a. organizational b. feedback c. budgetary d. systems e. quality
organizational
The forming stage of team development is characterized by: a. the establishment of order and cohesion. b. cooperation. c. problem solving. d. orientation. e. conflict.
orientation
Michael's team has evolved to the storming stage of team development. As team leader, what should Michael be emphasizing? a. Lots of informal interaction b. Participation by all team members c. Task accomplishment d. Goal achievement e. Disbanding the team
participation by all team members
According to Herzberg, _____ is an example of a hygiene factor. a. achievement b. recognition c. pay d. responsibility e. opportunity for growth
pay
When _____ deviates from a(n) _____, managers must interpret the deviation.
performance; standard
During the _____ stage of team development, the major emphasis is on problem solving and accomplishing the assigned task.
performing
_____ channels exist outside the formally authorized channels and do not adhere to the organization's hierarchy of authority.
personal communication
A high need for _____ is associated with successful attainment of top levels in the organizational hierarchy, according to McClelland. a. power b. achievement c. affiliation d. success e. expertise
power
_____ means that the first behaviors that occur in a team often set a precedent for later team expectations. a. Critical events b. Primacy c. Carryover behaviors d. Explicit statements e. Recency
primacy
_____ theories explain how workers select behavioral actions to meet their needs and determine whether their choices were successful.
process
_____ refers to performance and the quality and quantity of task outputs as defined by team goals. a. Productive output b. Satisfaction c. Commitment d. Capacity to adapt e. Norms
productive output
Net income divided by sales is the correct formula for calculating: a. return on total assets. b. a current ratio. c. a liquidity ratio. d. profit margin on sales. e. a corporate evaluation.
profit margin on sales
Selina is meeting with her subordinate Mike for his annual performance review. At the end of the review, Mike tells Selina that he is confused about some things she said. By asking Selina to explain certain things in more detail, Mike is engaging in which component of the communication process? a. Selecting a channel b. Sifting through noise c. Providing feedback d. Encoding the message e. Decoding the message
providing feedback
One of your fellow students is continually late to class. The professor has tried numerous verbal warnings and recently took points away from the student's grade. Based on the above, the professor's actions are consistent with which of the following reinforcement techniques? a. Negative reinforcement b. Punishment c. Positive reinforcement d. Avoidance learning e. Rewards enhancement
punishment
Which of the following theories places an emphasis on behavior and its consequences? a. Two-factor theory b. Need hierarchy theory c. Reinforcement theory d. ERG theory e. Equity theory
reinforcement theory
Frank is primarily driven by a need to establish close social relationships with other people. Alderfer would say he is motivated by: a. growth needs. b. existence needs. c. relatedness needs. d. self-actualization needs. e. physiological needs.
relatedness needs
All of the following are common dysfunctions of teams, except: a. lack of trust. b. avoidance of accountability. c. fear of conflict. d. lack of commitment. e. results orientation.
results orientation
Work team effectiveness is based on three outcomes: productive output, capacity to adapt and learn, and: a. cohesiveness. b. satisfaction. c. commitment. d. leadership. e. norms.
satisfaction
Effective virtual team leaders use technology to build relationships through all of the following ways, except: a. bring attention to and appreciate divers skills and opinions. b. scrutinize electronic communication patterns. c. use technology to enhance communication and trust. d. ensure timely responses online. e. manage online socialization.
scrutinize electronic communication patterns
_____ teams typically consist of 5 to 20 multiskilled workers who rotate jobs to produce an entire product or service or at least one complete aspect or portion of a product or service.
self-managed
Which of the following is a quality control approach that emphasizes a relentless pursuit of higher quality and lower costs? a. Continuous improvement b. Cycle time c. Quality circles d. Six Sigma e. Benchmarking
six sigma
The term _____ covers a broad range of applications, including wikis, blogs, content communities, and virtual social worlds.
social media
A role in which the individual provides support for team members' emotional needs and social unity is called a(n) _____ role.
socioemotional
Daisy tried to apply the job characteristics model to her workforce, but it only worked for some of her employees. Which of the following may be a reason why it did not work for everyone? a. Some of her employees are lazy. b. Some of her employees are low in growth-need strength. c. Some of her employees have a low need for power. d. All of her employees have high growth-needs. e. Some of her employees have low affiliation needs.
some of her employees are low in growth-need strength
A team created outside the formal organization to undertake a project of special importance or creativity is known as a(n) _____.
special purpose team
Which of the following teams are created outside the formal organization structure to undertake a project of special importance or creativity? a. Vertical b. Command c. Special-purpose d. Cross-functional e. Functional
special-purpose
During the _____ stage of team development, individual personalities emerge. People become more assertive in clarifying their roles and what is expected of them.
storming
A role in which the individual devotes personal time and energy to helping the team accomplish its task is called a(n) _____ role.
task specialist
Contingency factors that can influence the success of a TQM program in a negative way include all of the following, except: a. tasks make high skill demands on employees. b. management expectations are unrealistically high. c. middle managers are dissatisfied about loss of authority. d. workers are dissatisfied with other aspects of organizational life. e. managers wait for big, dramatic innovations.
tasks make high skill demands on employees
Decentralized control is usually implemented in all of the following areas, except: a. self-control. b. peer group. c. corporate culture. d. employee selection and socialization. e. the quality control department.
the quality control department
Brad is a department manager at Home Theater, Inc. His sole role in the budget process is to implement the budget that is developed for him. This is an example of: a. strategic budgeting. b. operational budgeting. c. top-down budgeting. d. management by objectives. e. bottom-up budgeting.
top-down budgeting
In a traditional _____ approach, budgeted amounts for the coming year are imposed on middle- and lower-level managers.
top-down budgeting
A cash budget estimates receipts and expenditures of money on a daily or weekly basis.. a. True b. False
true
A competitive and adversarial negotiation approach in which each party strives to get as much as it can, usually at the expense of the other party is called distributive negotiation. a. True b. False
true
A formal communication channel is a communication channel that flows within the chain of command. a. True b. False
true
A free rider is a person who benefits from team membership but does not make a proportionate contribution to the team's work. a. True b. False
true
A standard for performance is included in an organization's overall strategic plan to compare organizational activities against. a. True b. False
true
A team is defined as a group of two or more people who interact and coordinate their work to accomplish a specific objective. a. True b. False
true
According to expectancy theory, for an employee to be highly motivated, E-P expectancy and valence must be maximized. a. True b. False
true
An activity ratio that measures how many times the inventory is turned over to meet the total sales figure is called the inventory turnover. a. True b. False
true
As a general rule, large teams makes it harder to interact and influence others. a. True b. False
true
Behavior that is positively reinforced tends to be repeated, and behavior that is not reinforced tends not to be repeated, as stated in the law of effect. a. True b. False
true
Bottom-up budgeting is a process in which lower level managers anticipate their department's resource needs and pass them up to top management for approval. a. True b. False
true
Communication can break down if sender and receiver do not encode or decode language in the same way. a. True b. False
true
Continuous improvement is the implementation of a large number of small, incremental improvements in all areas of the organization on an ongoing basis. a. True b. False
true
Diet Soda Company has teams with high cohesiveness. Additionally, the teams are normally focused on their commitment to quality performance. This combination can be expected to result in high productivity. a. True b. False
true
Employee engagement means that people enjoy their jobs and are satisfied with their work conditions, contribute enthusiastically to meeting team and organizational goals, and feel a sense of belonging and commitment to the organization. a. True b. False
true
Employee motivation affects productivity, and part of a manager's job is to channel motivation toward the accomplishment of organizational goals. a. True b. False
true
Face-to-face discussion is the richest channel, in terms of channel richness. a. True b. False
true
Forms of nonverbal communication include blushing, perspiring, glancing, crying, and laughing. a. True b. False
true
Goal acceptance, in goal-setting theory, means that employees have to "buy into" the goals and be committed to them. a. True b. False
true
Grapevine is a type of personal channel used in many organizations. a. True b. False
true
Job rotation systematically moves employees from one job to another, thereby increasing the number of different tasks an employee performs without increasing the complexity of any one job. a. True b. False
true
Making explicit statements about the desired team behaviors is a powerful way leaders influence norms. a. True b. False
true
Managers facilitate strategic conversations by using open communication, actively listening to others, applying the practice of dialogue, and using feedback for learning and change. a. True b. False
true
Mangers who motivate employees by tapping into their self-doubts are using an intrinsic negative approach. a. True b. False
true
Messages that are designed to share information among teams and departments that can help the organization change, grow, or improve are called change initiatives and improvements. a. True b. False
true
Most managers spend 80 of their time telling and 20 percent asking, but it should be the other way around. a. True b. False
true
Norms begin to develop in the first interactions among members of a new team. a. True b. False
true
One of the primary advantages of virtual teams is the ability to rapidly assemble the most appropriate group of people to complete a project, solve a problem, or exploit a specific strategic opportunity. a. True b. False
true
One weakness of the use of punishment in organizations is that it fails to indicate the correct behavior. a. True b. False
true
Organizations that empower employees often reward them based on the results shown in the company's bottom line. a. True b. False
true
Physiological needs are the most basic human physical needs, which are reflected in the workplace as needs for adequate heat, air, and base salary to ensure survival. a. True b. False
true
Procedures and practices are downward communication topics that define the organization's rules, regulations, benefits, and structural arrangements. a. True b. False
true
Research studies have confirmed that both functional diversity and gender diversity can have a positive impact on work team performance. a. True b. False
true
Routine messages tend to be simple and straightforward, such as conveying data or statistics. a. True b. False
true
Skill variety, task identity, and task significance tend to influence the employee's psychological state of experienced meaningfulness of work. a. True b. False
true
TQM tends to be most successful when it enriches jobs and improves employee motivation. a. True b. False
true
Team cohesiveness does not necessarily lead to higher team productivity. a. True b. False
true
The arousal, direction, and persistence of behavior refers to motivation. a. True b. False
true
The basic assumption of hierarchical control is that people are incapable of self-discipline and cannot be trusted. a. True b. False
true
The certification based on a set of international standards for quality management, setting uniform guidelines for processes to ensure that products conform to customer requirements is the ISO certification. a. True b. False
true
The choice of a communication channel can convey a symbolic meaning to the receiver. a. True b. False
true
The final step of the feedback control model is to do nothing if performance is adequate or to take corrective action if performance is inadequate. a. True b. False
true
The goal of open-book management is to get every employee thinking and acting like a business owner. a. True b. False
true
The group of theories that explain how employees meet their needs and determine their success are called process theories. a. True b. False
true
The implementation of total quality management involves the use of many techniques such as quality circles, benchmarking, Six Sigma principles, reduced cycle time, and continuous improvement. a. True b. False
true
The implication of the two-factor theory for managers is clear. Providing hygiene factors will eliminate employee dissatisfaction but will not motivate workers to high achievement levels. a. True b. False
true
The income statement shows revenues coming into the organization from all sources and subtracts all expenses. a. True b. False
true
The liquidity ratio shows the company's ability to meet its current debt obligations and a measurement of the firm's margin of safety. a. True b. False
true
The receiver usually will give more weight to behavioral actions than to verbal messages when verbal and nonverbal messages are contradictory. a. True b. False
true
The system of governing an organization so that the interests of corporate owners are protected refers to corporate governance. a. True b. False
true
The systematic process of regulating organizational activities to make them consistent with the expectations in plans, targets, and standards of performance refers to organizational control. a. True b. False
true
Virtual and global teams are particularly prone to communication breakdowns. a. True b. False
true
Formal _____ includes messages that flow from the lower to the higher levels in the organization's hierarchy.
upward communication
Abbi works at Railroad Ties. Her bosses continually indicate that her motivational level is low. Abbi agrees, but is unwilling to work harder until the company changes the types of reward it offers its employees. Which of the following is low for Abbi? a. E ->; P expectancy b. O ->; P expectancy c. Valence d. Motivators e. O ->; E indicators
valence
_____ is the value of outcomes, or attraction for outcomes, for the individual.
valence
At Rightway Industries, new hires spend a significant portion of their first week of training just walking around the factory, observing other workers and watching them get rewarded for doing their jobs well. This is an example of: a. vicarious learning. b. self-efficacy. c. self-reinforcement. d. delegation. e. experiential learning.
vicarious learning
_____ is defined as the altering of jobs to increase both the quality of employees; work experience and their productivity.
work redesign
According to the text, all of the following are ways managers can improve their writing skills, except: a. writing lengthy explanations. b. respecting the reader. c. getting a second opinion. d. knowing your point and get to it. e. writing clearly rather than impressively.
writing lengthy explanations
