MGMT Final review

Which of the following is a tatical goal?

By the end of this fiscal year, we will achieve a 10% cost reduction in our office expense

Which of the following is an example of a green policy or action?

Coca-Cola has pledged to replenish (return to nature) all the water it uses to make its beverages.

Which of the following is not a distortion in perception?

Cognitive dissonance

Christian brought his proposal to Rita before the meeting saying, "I'm sure you have some ideas on this, and we could try to get them incorporated upfront." Which influence tactic is Christian using?

Consultation

The planning/control cycle has two control steps: (1) control the direction by comparing results with the plan and (2) control the direction by taking corrective action in two ways—namely by ________.

Correcting deviations in the plan being carried out or improving future plans

Which of the following is NOT appropriate to include in the conclusion of a speech?

Details you forgot from earlier

Which of the following is NOT a reason for an organization to adopt planning and strategic management?

Developing MBO

Roseanna asked Henry, one of her team members, to purposefully think of and voice criticism as the group discussed a popular idea to open a branch office in another state. This is an example of the use of

Devil's advocacy

Which of the following is not a step in the perceptual process?

Causal attribution

Chenglei worked on a global team for an American company, and all her work had to be completed in her second language, English. Sometimes her teammates misinterpreted her meaning. Chenglei has unintentionally created a(n) ______ barrier to communication.

Encoding

Which of the following is not an element of an effective social media policy?

Encourage employees to post honest, bold, and even unpopular decisions

The Platinum Platform, in Dubuque, Iowa, sells high-quality, unique bedding that is a real value to upscale homes in the area. No other company in its local area markets bedding of such quality and value. By offering this type of product, The Platinum Platform is utilizing a _____ strategy.

Focused-differentiation

Amber organized several teachers to discuss the school's interior painting scheduled for summer. They looked at several brands, and heard a presentation by a designer who then helped them choose a color palette to recommend to school administrators. In this instance, the teachers make up a(n) _____.

Formal group

Beau was leading a project when a conflict erupted. He did not know what to do, so he did nothing, which allowed Noel to emerge as the leader. This group was still in the________ stage.

Forming

When using goal-setting theory to motivate employees, managers should

Help workers understand and accept the goals.

The IMF has

Helped support some weaker European countries during the recent financial crisis

Even when he started his first job, Dewayne was not content to be just one of the employees. His boss noticed that he often coached his coworkers about ways to improve their work, even when it wasn't his job. Dewayne probably has a

High need for power

Colin is a branch manager for a large freight company. He has noticed low morale lately, perhaps because of the cramped quarters, stricter policies, and lack of raises this year. According to Herzberg, Colin should first concentrate on _____.

Hygiene factors

Under which of the following circumstances would the desire to reduce cognitive dissonance be greatest?

When large amounts of money are on the line

Josiah was unhappy with how his boss was promoting individuals on his team. He felt like was being overlooked because of his race and the fact that he had reported an incident to management a year before. Instead of speaking to his boss and human resources about his hunch, he posted about it on Facebook. When confronted, he claimed he was protected as a(n) _____, even though he posted on Facebook.

Whistleblower

Luke is the owner of Fun Times, a U.S. event-planning company. He plans to open an event-planning company, Events & Adventures, in Germany. Events & Adventures, will be totally owned and controlled by Fun Times, which makes Events & Adventures a __________ of Fun Times.

Wholly Owned Subsidary

Corey wants to reorganize the company. Currently there are HR units at each plant, fiscal units at each plant, and purchasing units at each plant. He feels that by bringing all of those key functions together in one location and deploying them to the plants only when needed, he will save money and also create consistency. Is Corey correct?

Yes, because the company will need fewer employees in these units, saving money and allowing for consistency in process.

Which statement is NOT true of the BRICS countries?

The BRICS countries have joined together to form a trading bloc.

As the owner of a small business, Sally would like to move the sale of her candles from storefronts to the Internet. Why is it possible for her to so easily make that move for the success of her business?

The Internet and the World Wide Web allow almost anyone to be global, with two important results: Small companies can get started more easily and can maneuver faster.

When workers perceive they are being treated fairly on the job, they are most likely to

Support organizational change.

Rick's Cafe is a new restaurant in town. It has Rick, (the owner), five waitstaff, two cooks, a busboy, and a hostess. He is considering hiring a manager for the restaurant and asks for your thoughts. What advice would you give him?

The cafe is small enough in size that it can be maintained as a flat organization without a middle manager.

All of you taking this course have e-mail, even if it is only the student account issued by the college or university, and probably check it multiple times a day, but think about the average user. Which of the following statements would be FALSE?

The number of e-mail users worldwide has peaked and begun to decline.

Emma, the marketing manager, is constantly seeking information about her competition while looking online or speaking to people. Emma is playing the ________ role.

Monitor

Garrett has excellent soft skills including his competency in....... as demonstrated by how he established and continues to maintain professional relationships from throughout his education and career experiences.

Networking

Little Rascals Child Care Center has decided to change its hours from 6am to 6pm to 7am to 5pm beginning at the start of the next month. The owner, Wanda, feels that the change is needed because only a few families were coming in before 7am, and, therefore, it was not cost-effective to be open that early. In making her decision, was Wanda being sensitive to the families who brought their children to the center?

No, she did not consider how the people affected may feel about the change

Aliya is a front-line supervisor in a clothing store. She desires to decrease the time she spends working on doing her daily closing work by 45 minutes. Aliya has set herself a(n)

Operational goal.

Anastasia impressed her boss by making many suggestions for department improvements and by putting in many weekend hours to do extra tasks to develop the new procedures. Anastasia is exhibiting

Organizational citizenship behavior.

The stage of team development during which a group sets guidelines about issues like attendance and punctuality is the ______ stage.

Norming

What is a sign that a group is suffering from groupthink?

Peer pressure makes members agree with the ideas of the other people in the group.

This year Aetna announced it was moving out of Hartford, Connecticut where it had held it headquarters for over 100 years. The announcement sent shock waves through an already economically challenged state. How would Aetna leaving have an impact of the local community?

People would move out of Connecticut causing a housing market issue with too many homes for sale. IDK if this is right check it

Monique is very aggressive at her job, and her coworkers complain that she often manipulates them and her boss in order to get ahead. She attempts to direct everything and everyone, regardless of the consequences to others or even the organization itself. Monique is expressing what type of need for power? 10) ______

Personal

When JP saw Helene in the stockroom stuffing her purse with expensive printer cartridges, Helene was quick to say, "We've been friends since first grade, so I'm sure you won't say anything about this." What was Helene using on JP?

Personal appeal

Which of the following is a personal driver of employee engagement?

Personality

During her lunch break one afternoon, Alison set a goal of completing all required trainings in the next 90 days by taking two trainings a week. What is she doing?

Planning

The three levels of ________ are strategic, tactical, and operational.

Planning

This month, Susan, the branch manager of Intrepid Car Rentals, has heard several complaints from customers that Intrepid employees do not return calls. Today a good customer told Susan that "my phone calls and e-mails are returned after maybe a week or so." Hearing enough, Susan mandated that "all customer phone calls and e-mails must be returned within 24 hours." This new directive by Alice is an example of a(n)

Policy

Which of the following is the best statement of a goal?

Reduce production errors by 10 percent by the end of the quarter.

Brett was talking to a coworker in a meeting, and he wasn't listening when his supervisor announced work assignments. This situation is a(n) ________ barrier to communication.

Receiver

Corina is outgoing, warm, and truly inspirational when she talks about where she wants to lead her division. Her employees seem eager to do anything she asks. Because of her personality and not her position, what is Corina's power?

Referent

How are tariffs on oil different from tariffs on solar panels and washing machines?

Revenue tariffs are designed simply to raise money for the government, such as the tariff on oil. Protective tariffs are designed to raise the price of imported goods to make the prices of domestic products more competitive, such as the tariff on solar panels and washing machines.

Identify a way in which an organization can promote high ethical standards on the job.

Reward ethical behavior

Charles has important clients in town who want to have dinner, but his mother has a plumbing leak and has asked him to come over and shut off the water until she can get it fixed tomorrow. Charles is experiencing

Role conflict

Timothy was hiring a new financial analyst, and he had several good candidates. He was leaning toward hiring Jade, a Japanese American woman, because he thinks Asians are better at math. Timothy is exhibiting which distortion in perception?

Stereotyping

Nick's team was not making much progress on defining a new production process. Tarek was being very uncooperative. He did not agree with Nick's direction, and he has not completed his tasks. This team is in what stage of group development?

Storming

The group development stage in which individuals test the leader's policies and assumptions as they try to determine how they fit into the power structure is the ______ stage.

Storming

You are reading a ________ that outlines your company's long-term goals and direction. These goals include "Reduce energy consumption in our offices by 20 percent," "Grow our market share in China from 3 percent to 10 percent," "Enter a strategic alliance with a partner in Australia to begin selling our products in Sydney and Brisbane," and "Equip all sales representatives with an app that allows them to provide an immediate quote when meeting with customers."

Strategic plan

Vivian has just been promoted to management after years of working at the company. She is very excited, but nervous to now be the boss of several of her colleagues. What would be good advice for her?

Take a learning orientation approach which engages in self-development

Which of the following is an example of a barrier in cross-cultural communication?

The "OK" hand symbol means "all right" or fine in the United States, but is considered an insult in parts of Europe.

The Nordstrom department store chain emphasizes the great lengths to which it goes in customer service. By enforcing its norms for exceptional customer service, Nordstrom is seeking

To emphasize the organization's important values and identity.

Why should you practice self-compassion?

To increase your openness to change and reduce your need to be perfect

During a meeting, Tyrone, a branch manager for Fishers Credit Union, pointed to the corporate organization chart on the wall. Tyrone remarked that "These people provide advice, recommendations, and research for us, and they are indicated with a dotted line. Leona (our CEO) and the vice presidents of our organization are up here, indicated on the organization chart by a solid line vertical line." _______ are indicated on the organization chart by a solid line, and ______ are indicated by a dotted line.

Line managers; staff personnel

As you start a new job, it is important to focus on your personal adaptability. Which of the following suggestions would increase a person's adaptability?

Look for solutions.

Employees at City Bank and Trust were really impressed with Liam, the new CEO. He was the first person who had fully developed a vision for the company about where it could go, and had energized everyone to try to get there. Liam is a _____ leader.

Transformational

Darci wants incorporate changes into her life that will make her more ethical. She has heard that people who get the right amount of sleep are less tempted by unethical behavior, so she has made a commitment to go to bed earlier, when possible. She also is going to pick up reading again, a hobby she has just not made time for lately, which will reduce her screen time especially right before bed. What else might she try to do?

She might get in the practice of turning off lights when she leaves rooms and remember to bring a reusable water bottle to work.

Every time Kiersten's phone buzzed during a meeting, she would step out to either take the call or respond to the text. It did not seem to matter, if she was the one presenting at the time or just listening. She did not even seem to notice the eye rolls from the others or any of the other nonverbal cues. How would you describe Kiersten's behavior?

She was utilizing phubbing

McClelland's need for achievement corresponds most closely to

Maslow's self-actualization needs.

Asa works as an order-taker at Simply Salads, a fast-food restaurant. He does not cook food, or even package the final order, but he does input the order and take payment. Asa reports directly to the shift manager, and he seldom interacts with the general manager. How would you describe the organization of Simply Salads?

Mechanistic

Cozy Café is a restaurant chain that offers a relaxing environment to enjoy quality coffees, teas, soups, and other menu items. A poster in the front of each restaurant reads, "We will always provide a quality product to help our customers better meet the challenges of their day and will always take the time to offer caring service one person at a time." This statement is Cozy Café's

Mission statement.

At Taylor Activewear, orders have significantly exceeded projections, and Macon, the operations director, has decided to hire for a third shift in the plant. Macon is clearly operating with the use of a(n) ______ budget.

Variable

What is the main difference between a vertical hierarchy of authority and a horizontal specialization?

Vertical hierarchy shows who reports to whom and horizontal specialization shows the different jobs.

During a management meeting, Lester, the CEO of Top Office Equipment, reminded his management team of where the company wants to go as an organization: "Top Office Equipment is the expert whom customers should always call regarding all their office equipment needs because Top Office strives to understand customer needs and provide the right answers for them." This statement is Top Office Equipment's ____.

Vision statement

Luxottica, a manufacturer of fashionable prescription eyewear, notes on its website, "To see the beauty of life inspires its sustainable and ethical business approach and its corresponding pillars, including a commitment to excellence, visual well-being, social impact, and environmental protection." This excerpt from the company's website states Luxottica's

Vision statement

The human resource manager at Creative Minds Inc. has just calculated that the employee absenteeism rate for 2017 is 18 percent higher than it was in 2016, and the turnover rate increased 20 percent over the same time period. Which of the following is NOT an option she should consider for improving the situation?

Wait until 2018 and see what the turnover rate is at the end of that year.

Which of the following is an example of an espoused value?

Walk the walk and talk the talk.

Bob, the owner of Orthopedic Supply, just discovered that his trusted friend Ruth, his accountant for over 30 years, has been mishandling the company books and stealing from the company bank account. Bob must decide whether to ignore his friend's actions and avoid bad publicity for Orthopedic Supply, or to have Ruth arrested for embezzlement. Bob is facing

an ethical dilema

JJ was recently promoted to manager. Although he used to take advice from his peers, he seems no longer willing to listen to any input from them or his boss, and he is determined to run the project how he thinks best. Which personal barrier to communication is JJ exhibiting?

an oversized ego

Daniel loves sales because he responds well to the pressure he faces in the many new or uncertain situations he encounters as a salesperson. Like most successful salespeople, he is high in his tolerance for ambiguity, yet he struggles with making decisions quickly. Daniel likely has a(n) ________ decision-making style

analytical

Party Supply uses time-series forecasts, such as past holiday sales and the strength of store sales this year, to predict future sales based on patterns of historical data. Party Supply is using

analytics

Tito knows that one of the reasons people do not return to his electronics store is because of the slow service. How would a SWOT analysis classify the slow service at Tito's electronic store?

as a weakness

Lester, a chef and owner of Green Lantern, a popular restaurant, is always visiting his competitors to observe how they are doing things in their restaurants. He told one of his managers, "I eat dinner at a lot of restaurants because I want to know what is going on. I am always concerned that one of our competitors will surprise us with a new service or menu item, like ours but better." In which activity is Lester engaging?

assessing current reality

Typhanie, a customer service representative with WestComm Wireless Services, was asked by one of her customers if WestComm would be interested in joining the chamber of commerce to meet potential customers and increase its contacts in the local business community. Typhanie believes this is a very good idea and approached her manager, Deondre, about becoming a chamber member. Deondre said to Typhanie, "Because the cost of membership is over $500 and you will have to leave the office to attend meetings, I will have to get approval from management above me." WestComm is an example of an organization with

centralized authority.

What does a manager who is desiring change NOT have control over?

change agents

Based on planning and strategic management principles, which of the following start-up companies has the LEAST potential to have a competitive advantage, to be profitable, and to grow?

a cat-sitting service, where you take care of people's cats when they are on vacation; you decide to advertise your services on Craigslist and the local newspaper

An organization's ________ expresses the need the firm will fill, the operations of the business, its components and functions, and the expected revenues and expenses.

business model

Organizations using a matrix structure ________.

contain two command structures, in which some people actually report to two bosses

Sales this year at Stars and Stripes Consignment have been high, and based on several factors, Stars and Stripes projects next year's sales to also be good. However, even with a forecast of continued strong sales, Starts and Stripes Consignment needs to develop a plan in case sales drop unexpectedly. ________ is the type of planning for alternative future conditions.

contingency planning

Routine tasks and paperwork, as well as jobs that help your subordinates grow are __.

a manager should delegate, according to Edgar Schein

Noreen likes it when her boss recognizes that she met the deadline and tried her best, even if what she gave him was not exactly what he was expecting. Noreen is motivated by

a need for achievement.

Kendra decided to leave her job in the city and move to the country where she plans to start her own business selling homemade preserves, soaps, lotions, and candles. Kendra's business would be

a sole proprietorship.

Roberta, a customer service manager, tracks monthly complaints and has been trying over the past six months to reduce complaints to less than 0.2 percent through additional training for her staff. She is engaged in

controlling.

Mackenzie, a successful store manager, leads her employees by encouraging them and showing that she genuinely believes in them. She also encourages group and team efforts. Mackenzie manages at Kohlberg's _____ level of personal moral development.

conventional

Hayley, from California, arrived in Saudi Arabia and immediately noticed that the way Saudi men treat women is vastly different than the way men in the United States treat women. Hayley was feeling uncomfortable and disoriented because she was experiencing

culture shock.

Ford Motor Co. has separate divisions for passenger cars, for large trucks, and for farm products. Ford is an example of an organization with

customer divisions

There are many positive effects to globalization, but which of the following would be a negative effect?

data sharing

Michelle just got back from spending two weeks in her company's Germany office. Her flight was delayed, so instead of going home and getting some rest, she went right into the office. At the morning status meeting, Michelle thought that everyone was sharing their weekend plans, instead of giving their division reports. Why did she feel that way?

decoding barrier

As an OD consultant, Mika is designing a survey of employee attitudes to be given to workers at Hope Urgent Care, a provider of emergency-care services in a low-income neighborhood. In collecting this information, Mika is conducting the _________ stage of OD.

diagnosis

When is the cultural tone of a company usually set?

during the hiring process

Angela wants to sell her business. Sadie has expressed an interest in purchasing it, but is worried about whether or not she will qualify a loan with the interest rates going up. Sadie is worried about a/an

economic force.

During weekly conference calls, Mary, a restaurant manager for a national chain of restaurants, and the other managers in her district explain to their district manager the reasons for different decisions and why certain costs and sales were higher or lower for the previous week. The explanation of their decisions and work results is known as __.

accountability

Fran's Crazy Salts has just been bought by Allspice. Employees are unsure of what that will mean for their jobs, as Allspice already has a competent workforce. As a result, many employees have started to call out sick and have begun to look for other jobs. Fran's Crazy Salts should use a change agent to address

adapting to mergers

Sidwan, owner of Jacuzzi Warehouse, said, "We have to focus on our customers and how we can beat the competition, so we have to be flexible." He encourages his R&D department to develop innovative products and focuses on being quick to respond to market changes. Jacuzzi Warehouse has a(n)

adhocracy culture.

The Safety Committee, a temporary team at Quantum Mechanics, was established to make the factory floor a safer place. Members of the committee still work in their departments full-time, but they meet twice a month for a few hours as a committee. The Safety Committee is an example of a ____ within an organization.

horizontal design

Maureen, a marketing manager, shares some of the market research her department has analyzed with the research and development group. Maureen is communicating 16) ___

horizontally.

Charmaine was required to take an Excel spreadsheet test as part of her application for an executive assistant position. This control is part of the ______ area.

human resources

Research suggests that when writing out a plan to achieve your biggest goal, it is important to:

identify your options and track your progress.

The United States limits the amount of cheese purchased from other countries; this is a(n) ________ policy.

import quota

Kishore owns an international grocery store, the Global Market, where customers can purchase foods and canned goods from other countries. Global Market is an example of a company that

imports

A sales forecast is an example of an organizational control from the ________ area.

informational

Merchant Credit Union has decided that tellers must rotate through a new weekend shift on Saturday afternoons since several of its financial competitors have recently begun to offer additional hours to customers. This is a(n) ______ change.

innovative

Margarita believes that she controls her own destiny. She is a rather shy person who is extremely dependable and responsible, and her coworkers respect her greatly. Margarita has a(n) ________ locus of control and would rate high on the ________ dimension of personality.

internal; conscientiousness

Which of the following is not a hindrance to perfectly rational decision making?

intuition

Enright Industrial Leasing has effective control processes, allowing its managers to discover ________ in bookkeeping right away, before a would-be embezzler could seriously affect its business.

irregularities and errors

It was the third meeting, but the group had finally agreed on the roles for each member. Cathy felt good about how things were progressing. It seemed that the conflicts had been resolved; Bella and Lewis had actually arrived on time with their tasks completed. Cathy felt they were now a team. They were now in the ________ stage.

norming

Grace is the owner of a local trinket shop. A successful global candle company approached her about selling its products in her shop. Grace knows this product and company can help her exceed her existing goals. Selling candles is a(n) _____ for Grace.

opportunity

True Taste's Restaurant and Catering serves delicious vegetarian and vegan dishes. So, when the local community became interested in eating a healthier diet, True Taste's benefited. In a SWOT analysis, the changing community attitudes are an example of a(n) _____ for True Taste's Restaurant.

opportunity

Will, the owner of Will's Landscaping, was talking to a visitor in his office, telling her that "We are a fun-loving group that believes in teamwork and a family atmosphere at work, which significantly affects our work outcomes. Plus, we do things together outside of work. This is the 'social glue' that binds the members of our company together." Will was referring to his company's:_______.a. organizational culture.

organizational culture.

When Ford was slow to recall vehicles to fix a possible carbon monoxide leak, it was most likely due to ________, because Ford was convinced that the modifications made by police departments were the cause of the problem, not the manufacturing of the vehicle.

overconfidence bias

Henry, a regional manager for a global corporation, is meeting with several upset managers from the Rome plant about Michael, who is originally from Texas but moved to Italy to manage the Rome facility. Antonio, the assistant manager, tells Henry, "We all feel that Michael sees things only one way—his—and very seldom considers our perspective on things." Michael is employing a ________ management style.

parochial

Which of the following is NOT a component of an innovation system?

philanthropic strategies

Mr. Liang, a wealthy businessman who made his fortune in the oil industry, understands the importance of a college education, so he has given over $10 million over the last several years to colleges and universities. This is an example of _____.

philanthropy

Joi, working at a research facility in Washington, DC, needs to communicate with Jesús, who is in Mexico City, about a project they are working on. Although Jesús has a perfect command of English, they are still facing a(n) ________ barrier to communication.

physical

Tech giant, TimeHop was concerned about creating a workspace that was inviting and encouraged collaboration. Knowing that most of its employees would work odd hours, there was care taken to lighting choices and types of furniture. TimeHop was concerned with

physical design

Blake has managed several restaurants for over 50 years and is close to retirement. With his maturity, his decisions are sound, based on solid, proven values. Blake tends to be an independent thinker who focuses on empowering his employees. Blake manages at Kohlberg's ______ level of personal moral development.

postconventional

Maryanne was looking over her son's school supply list and saw that he needed three 2-inch binders, a pack of copy paper, and a box of staples. Knowing that her company had all of this in the supply closet, she planned to just bring them home with her the next day. This would be considered

employee theft

Which of the following factors increases an organization's ability to innovate?

employees who possess intrinsic motivation

Hunter is the R&D manager at a technology company. He started a project for a new operating system that has shown evidence of difficulties in implementation. However, Hunter can't admit that his project will not work, and continues to invest his team's time and budget to the project. Finally, the CEO calls Hunter to her office to ask him to ditch the project and to tell him he suffers from ____________ bias.

escalation of commitment

The employees of Pi's Pizza, a local pizza restaurant, feel that the owners and managers really try to follow the ethical policies outlined in their company's code of ethics. Curtis, a cook, said that "Just today, Rob, our manager, called our supplier to let them know we received an extra case of tomatoes that we did not pay for. And they do this type of thing almost every day." Pi's Pizza maintains a(n)

ethical climate

Armando, CEO of a successful medical supply company, is constantly reading press releases, ads, and news articles about his competition. He regularly checks information about new competitive products and visits trade shows to study his competition. Armando is involved in

evaluating opportunities.

A year after she assisted Interior Heating and Lighting in making changes to an employee incentive plan, Coral, an OD consultant, is visiting the company to determine if the changes were helpful. Coral will compare sales and turnover data from the last three years to the current year. Coral is in the ______ stage of the OD process.

evaluation

Della, the sales manager, just informed her sales team that all sales in March will earn an extra 5 percent commission. The team gets right to work, being motivated by a(n)

extrinsic reward.

When the band came out on stage and the lead singer shouted, "Hello, Dallas!" the crowd roared with applause. The crowd's response is an example of

feedback.

Evan accidentally quoted a customer a price for new flooring that was more than $1,000 less than the actual price. His manager had a choice of punishing Evan or providing him coaching and retraining on how to calculate the cost of flooring correctly. His manager chose to retrain Evan, using the control of

feedforward.

A local dance studio offers many services: tap and ballet lessons to young children (under age 10), additional jazz and hip hop lessons to preteens, competitive dance for teenagers, and ballroom dance for adults. We can say that the studio has achieved ________ because the studio's activities interact and reinforce one another.

fit

Active listening requires all except ________.

focusing on delivery rather than content

Carlos has written his mission, vision, and value statements. He has completed his organizational assessment. What is his next step?

formulate functional strategies.

Salon Products recently introduced a new all-natural shampoo. Logan, director of new product development, has just reviewed the dismal results. As it appears that his team adequately researched the product's acceptance by consumers prior to ts introduction, he is confused by the outcome. But to keep his team open to innovation, Logan should

foster an innovative culture and climate that permits experimentation, risk taking, and failure

Republican advertisements about Representative Adam Johnson, the Democratic candidate, portray him as lazy, dishonest, and poor at his job. At the same time, the Democratic ads for Adam Johnson describe him as a caring, honest, hard worker. The sponsors of these advertisements know that ads can affect whom voters choose on Election Day. The tendency of decision makers (the voters in this example) to be influenced by how a situation or problem is presented to them is an example of

framing bias.

Pinetops Resorts, an American company, sells the rights to other hospitality companies globally to open resorts with the Pinetops name for a fee and a share of the profit, in return for using Pinetops' brand name and a package of materials and services. Pinetops is engaged in 10) ______

franchising.

Simply You has a president, vice president of marketing, and vice president of finance, each with their own departments under them. This is an example of which organizational structure?

functional

The structure of Cakes and Such consists of people with similar specialties put together in formal groups, such as the marketing, accounting, and human resource departments. Cakes and Such has a _____ structure.

functional

Imagination Museum is holding nominations for its board of directors. It is the first time that over half of the positions are vacant, due to either retirements or term expirations. The new CEO wants to be sure that the board is representative of the community, as well as the patrons who attend most of the events. ,Which of the following considerations are important for a good board?

gender balance

Which of the following is not a leading reason that employees resist change?

lack of personal ethics

When Rosalyn comes into the office, she speaks to no one, shuts her door, and is rarely seen again until lunch. She supervises a team of 12 people though. Carmelita has a new idea she would like to share with management, but is unsure if she should take it to Rosalyn. How would you describe this upward communication?

lacking trust

To maintain a competitive advantage, the top management of a national furniture store made the decision to increase employee training, add rewards that motivate employees, and look at improving procedures related to disciplining workers. These decisions are made by managers who play a ________ role.

leadership

The general manager of a clothing store recently gave a motivational PowerPoint presentation to his employees on the value of being courteous to each customer. The manager's behavior is an example of

leading

The management team at Imagine Advertising is trying to land a new client. Carla, the CEO, has set targets for how much the contract needs to be and has delegated out the tasks. Dominic and Stella are sent out to meet with the client. In the past, they have been successful at helping clients see the big picture and how their advertising team can help the client realize their goals. What principal function do dominic and stella possess?

leading

Penelope, a registered nurse, has decided to start a home healthcare service to assist with the medical, meal preparation, and light housecleaning needs of older adults. To grow her business, Penelope is focusing her marketing efforts on the older adult population; in these efforts, she is involved with the _____ environment.

general

Which of the following is a career readiness competency desired by employers?

generalized self efficiency

Colin was working on his budget. He had compiled his receipts, his employee's time sheets, the invoices he has sent to his suppliers and his bills that he owed others. He was now ready to assess his

liabilities.

Madeline wants to be the best manager. She knows what it means to manage her staff and she knows the right way to do it. She also wants to be cautious that she does not put herself in the position that it is her way or no way. What type of manager is Madeline aspiring to be?

geocentric

Pietro, the vice president of marketing, is talking to Ryan, a sales manager in a foreign office, about several local situations that Ryan's reps are facing in their territory. Pietro tells Ryan that he believes there are differences and similarities between home and foreign personnel and practices, and that Ryan should use whatever techniques are most effective. Pietro is a(n) ________ manager.

geocentric

Global IT has designed its corporate structure with divisions based on their location. For example, there are the Southern and Northern Divisions, and globally there are the European Division and the Asian Division. Global IT is an example of a structure with

geographic divisions.

The introduction to a business speech should ________.

get right to the point

During Lewin's "changing" stage, managers should

give people new information, perspectives, and models for behavior.

Global Market has decided to increase its market share by hiring a marketing rep to visit businesses in the area and invite their employees to shop at Global Market and attend monthly health events that take place at Global Market stores. Each of the individual stores has hired two new employees to handle the anticipated increase in customer traffic. Global Market is using a _____ strategy.

growth

PC's & More has shifted to sales and service of laptops and PCs, where it has the potential to triple the number of its customers. The company is no longer offering repairs on older types of office equipment because the demand for service on this equipment is low, and profits in that part of the business have dropped significantly. PC's & More is implementing a _____ strategy.

growth

With a hollow structure, the organization ________.

has a central core of key functions and outsources others to vendors who are less expensive or faster

Erin likes working in the banking industry because it has a lot of structure and certainty, and the daily work is routine. Erin probably

has a low tolerance for ambiguity.

Without tiers or ranks of authority, a lone manager would have to confer with everyone in his or her domain

making it difficult to get things done.

Business Designs utilizes a structure that includes functional divisions, such as accounting and production, and a divisional chain of command, such as the home products and office divisions. For example, Janett, a salesperson, reported to both her sales manager and the office products manager when she first started working on the city of Springfield account. Business Designs has a

matrix structure

All Round, a new virtual music store, is trying to compete with iTunes. One thing All Round did was count the number of products sold and units produced. Where are they in the control process?

measuring performance

Which of the following is not a suggestion that may help you be a good listener?

mentally compose your response

Tactical control is performed mainly by ________.

middle managers

Clothing maker The Gap states that its purpose as an organization is to "create emotional connections with customers around the world through inspiring product design, unique store experiences and competitive marketing." This is the company's

mission statement.

The more subunits into which an organization breaks down, the _____.

more highly differentiated it becomes

Sox for All is a global nonprofit organization that works with schools and various companiesto donate socks and shoes to poor children throughout the world. Sox for All is an example of a

multinational organization

Bianca, the CEO of Solar Tiles, has only three people reporting to her: the vice president of marketing, vice president of HR, and vice president of accounting. Bianca has a

narrow span of control.

Because hard feelings about group leadership and assignments have passed, the members of Maya's group now seem to be relating much better. At the meeting tomorrow, she should take advantage of this moment by

helping the team identify group goals and values.

Walmart's implementation of RFID, a type of technology that allows it to improve inventory tracking, is an example of a(n) ______ change.

proactive

We Deliver trains its truck loaders how to set the packages in the delivery vehicles, so that when delivery drivers are pulling packages off their trucks, they are organized in a specific order and with the label facing forward to reduce errors and save time. This precise method of loading a truck is known is a(n) ________.

procedure

The business management department at a local university began posting all assignments and other class materials to a learning management course website instead of creating a packet or printed materials for students to purchase each term. The business management department is implementing a(n) ______ innovation.

process

A technological innovation that improves the performance and speed of a computer's operating system would be considered a(n) ______ innovation.

product

Laura turns off lights when she leaves a room, brings her water bottle from home and refills it throughout the day, and walks to work. Laura is

reducing her carbon footprint.

A successful organization can involve its employees in the control system in all of the following ways EXCEPT

regulating its behavior.

Which of the following may be done as corrective action in the control process?

renew standards

Which managers would be at Level 2: Business-Level Strategy?

retail unit managers

A(n) ______ form of media allows receivers to observe multiple cues, such as body language and tone of voice, and allows senders to get feedback.

rich

Gloria, the controller of Luna Pizza, is purchasing several new delivery vehicles. Gloria has numerous work responsibilities, so she has limited time to shop for cars. Because of the time constraints, she cannot make an extensive search for the best alternative, so she looks for cars until she finds a model that is satisfactory. Gloria is following the ________ model.

satisficing

It was brought to Dwight's attention that one of his hotel employees had a substance abuse problem. Without fully investigating the issue, Dwight decided to fire the employee. Dwight was using

satisficing.

Rob told Tamara to get him a report "right away." Tamara was not sure what "right away" meant. This is an issue of

semantics

Firms such as Patagonia and Seventh Generation actively collect information about customer preferences and try to address them in their new products. Patagonia and Seventh Generation are actively trying to adapt to

shareholder, customer, and market changes.

Darla is an experienced plant manager. She has been assigned to help a struggling plant meet its target goals. On her first day she asks for the organizational chart and the last month's productivity reports. What would Darla do with those two documents?

she might reorganize the management team and rethink the work processes

A strategy map helps employees to feel engaged because it

shows how their work contributes to organizational effectiveness.

Mow and Trim, a sole proprietorship that uses contract labor, has all of its authority centralized in a single person (the owner), a flat hierarchy, few rules, and low work specialization. Mow and Trim is an organization with a

simple structure.

If a decision doesn't turn out as well as you'd hoped,

start by forgiving yourself

Which of the following is a tip for writing more effectively for business purposes?

start by stating your purpose and what you expect of the reader

At Fresh Bakery, Simon pulls six samples an hour from an assembly line to examine them for quality defects. If he finds any, he makes adjustments to various pieces of equipment in his area. Simon's job involves

statistical process control.

Janis is the CEO of Global Marketplace. She is reviewing the company's five-year plan and deciding if any corrective actions are needed. How would you describe her level of control?

strategic

Alpha Computing is a U.S. company that specializes in IT research. It has formed a joint venture with Microchips Inc., a Belgium organization that has a reputation for producing quality PCs. The two companies will work together to market laptops in China, sharing the risks and rewards of starting the new enterprise together. Alpha Computing and Microchips Inc. are partners in a(n) 11) ______

strategic alliance.

Kentucky Derby, a successful farm equipment supply company in the Midwest, joined with Hammer and Nail, a national hardware and home retailer, so Ole McDonald can open stores in other regions and Hammer and Nail can now offer a high-quality product in the farm community. This is an example of a ___ relationship.

strategic allies

Edmond, the CEO of Hartman Manufacturing, said to his new vice president of accounting, "In the past I had resistance to new ideas by employees who felt that our plans threatened their influence or their jobs. So when you tell your collections department that we just hired a collection agency to handle bad debt, you may have to sell your collections manager and his supervisors on using the agency. You also have to emphasize the fact that nobody is going to be laid off." Selling middle and supervisory managers on changes to overcome their resistance is often a necessary part of

strategy implementation.

Tre'quon'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?

taking corrective action

An airport control technician who is responsible for keeping flight traffic moving safely has higher ________ than a clerk welcoming you at a hotel.

task significance

Chung manages his employees by carefully monitoring their production, comparing what they do to predicted schedules and desired budgets. Chung can best be described as a........leader

task-oriented

In the Internet Age, retailers like Amazon and Apple are not constrained by physical shelf space and can offer consumers a much wider variety of products; yet small sales, one or two rather than millions of items at a time, can produce big profits. This development is an example of

the marketplace becoming more segmented and moving toward more niche products.

Despite your best intentions, it's hard to bring the best evidence to bear on your decisions because of such reasons as ____.

there's too much evidence; there's not enough good evidence and the side effects outweigh the cure

Why is it important for management to use a balanced scorecard?

to view performance in several areas simultaneously

At Hamilton Hardware, employees were asked how the quality of the company's customer service could best be measured, and management then implemented a survey system based on the feedback. The company has overcome which of the following barriers to success of control systems?

too little employee participation

What is a prerequisite to effective leadership?

transactional leadership

Lamar, an OD consultant, is working with members of a cross-functional team to build cohesiveness and practice skills so the team can function better. He has observed them working together to solve problems and he has shared the latest customer survey results with them. Lamar is conducting the ______ stage of the OD process.

treatment, or intervention

All of the following are reasons why performance falls significantly short of the standard EXCEPT

unawareness of performance drop.

After Dottie's Gifts and Cards surveyed its customers, it discovered that its customers preferred the company's competition more than 75 percent of the time. The most frequently cited reason was customer service. During which stage of Lewin's change model should Dottie provide her employees with this information about the problems with customer service?

unfreezing

Organizations may apply trait theory by

using personality assessments.

When would you use a motivating potential score?

when using the job characteristics model

According to Herzberg's theory, if employees dislike their jobs, managers should

Allow employees to bring their pets to work.

North West Jacket Company has a policy that each employee volunteer at the local elementary school reading or helping with math for 2 hours a month. They also donate coats for all children who need them in the winter and give a financial contribution to the school. North West is demonstrating its social responsibility through

1/1/1 charitable giving

Which of the following is the most appropriate medium for a manager advising employees of a revision to the company's bonus structure?

A face-to-face meeting should be called between the managers and employees

What is the difference between a group and a team?

A group is a collection of individuals and a team is a powerful unit of collective performance

Which of the following is not an example of noise in the communication process in a typical classroom?

A student answering a professor's question

Which of the following is an example of a dysfunctional conflict?

A manager telling an employee that his work visa can be revoked at anytime

After you start a new job, how can you assess whether you are a fit?

Ask yourself, why did I take this job and what are my career expectations?

Maggie's manager notices that she exhibits an external locus of control when she speaks about her work. Her manager should

Assign Maggie to a highly structured job requiring greater compliance.

Eriq and Steven, owners of Happy Times Ice Cream Shoppe, do not have a formal policy about dress code and work procedures because they see their company as a family place that provides enjoyable work. Eriq and Steven believe that if you treat employees like family, the company will do well and grow. _____ are the core beliefs that represent the core values of Happy Times Ice Cream Shoppe's culture.

Basic Assumptions

Why has leadership become required for survival?

Because more changes are needed.

The upper-level managers of One World Enterprises are meeting for the week to look at the long-term company goals and overall direction of the organization. The CEO has expressed her concern over the economy and has told her managers to look closely at the environment outside the organization before making decisions and to be future oriented. In this meeting, top managers of One World are ________.

Doing strategic planning

Jenn switched jobs to one that was within a half mile of her home and she could walk on most days. After about three months, her new boss announced the company was moving 15 miles outside the city. This would mean that Jenn would now have an hour and half commute that involved a subway and two busses. Her stressor would be considered a

Hassle

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?

Hold a face-to-face meeting.

Which of the following is a source of intergroup conflict in the workplace?

Inconsistent goals or reward systems

Which of the following is not an inside force that indicates organizational change might be needed?

Increased competition

Which of the following is NOT a reason why teamwork is important?

Increased destructive internal competition

Outside directors are supposed to be elected yet many are handpicked by the CEO, creating the directors' lack of

Independence from the CEO.

Eloise, an engineer for an oil company, is interested in working overseas at this stage of her life because she knows that foreign work experience demonstrates ________ to potential employers.

Independence, resourcefulness, and entrepreneurship

How do you know if a company fosters an innovative culture and climate?

It allows for experimentation, failure, and risk taking.

Over the last two years, an American clothing manufacturer has partnered with a manufacturer in China to make clothes at a cheaper cost. How is this beneficial to both countries?

It is a strategic alliance in which two countries share the risks and rewards of starting a new enterprise together in a foreign country.

How will reflecting on past decisions prepare you for future decisions?

It will give you a set of options for solving problems.

Workplace stress diminishes all of the following except _____.

Job turnover

Krystal works in the cosmetic industry. She is tasked with creating new perfumes, colognes, and lipstick colors annually. Her daughter has asked her to come to her school and present at career day, as she thinks what her mom does is cool and fun. How will Krystal describe what her mom does?

Krystal will say she is a product innovator.

Jillian will be relocating to Singapore in the next six months. Although many people speak English, what would be a good use of her time in the next six months?

Learn the local language.

Which of the following would be considered a negative interpersonal trait often found in leaders?

Machiavellianism

Davidson Production is keenly aware of the need to daily strive to produce goods and services more effectively than its competitors. Therefore, to achieve this standard, Davidson's management strives to ____.

Maintain quality and efficiency

Which is better: mindfulness or multitasking?

Mindfulness is better because you are focusing on one thing until it is completed.

Which of the following is NOT considered a sociocultural force?

Multigenerational households on the rise

Justin, a college student, has become very interested in helping his community, so he is volunteering in a neighborhood improvement organization. This type of organization is an example of a(n) ______ organization.

Mutual-benefit

Which example best describes the benefits of OD?

OD is used with employees dealing with stress that comes from revitalizing an organization oradapting to a merger.

Cara has discovered that due to a time crunch, her boss has let the latest round of prescription medications be sent to pharmacies without the final check. She claims that there has never been an issue with this particular drug in the past and if patients weren't able to get their medications on time, the story would definitely be in the newspaper. Her boss is willing to take the risk. After all what could possibly go wrong? What do you think Cara should do?

Report her boss for an ethical violation

In equity theory, employees are motivated to _____.

Resolve feelings of injustice and see fairness in the rewards they expect for task performance

The head librarian issued a directive that "absolutely no food or drink are allowed in the library." She used this directive because several computers and keyboards in the computer labs, as well as several study cubes, were recently damaged by spilled drinks and food. This is a(n) ______________ issued by the librarian.

Rule

You have been asked by a new a hair salon, Twist & Braid, to identify whether or not they should expand the business either by opening a new salon or expanding the current salon to offer new services. As a first step, you interview the owner and clients as they come in for their appointments. You also visit a few other local businesses and conduct interviews of people as they pass by. You also review Yelp and Facebook for reviews of the salon. Which of the following best describes the process you are implementing?

SWOT

Vicky keeps a close eye on her company's internal and external environment to discover possible opportunities for new products and to discern possible threats from the competition. In which activity is Vicky engaged?

SWOT analysis

An accounting firm reimburses employees for tuition and fees if they complete job-related coursework with a B or better, which helps them meet which of Maslow's levels of need?

Self-actualization

_____________ is the ability to control your emotions and act with honesty and integrity in reliable and adaptable ways.

Self-management

Because she beat her goal this year by nearly 30 percent, Helena has been telling everyone in the sales department of her incredible skill as a salesperson. But last year when she didn't even reach her goal, she said her failure was due to the poor economy. Helena provides an example of

Self-serving bias.

Which of the following is NOT a trait of emotional intelligence?

Self-sufficiency

Beverly, the manager of a branch location of a large law firm, treated company resources as if they were her own and encouraged continued development and training of her employees. She cared about the staff deeply and even organized international volunteering activities to promote their growth. Beverly could best be described as which type of leader?

Servant

While a moderate amount of stress can have some health and behavioral benefits, excess stress can reveal itself in all of the following ways EXCEPT

Slurred speech

Which emotional intelligence trait tends to be empathetic?

Social awareness

Which of the following statements about social media is FALSE?

Social media rarely reduces productivity in the workplace.

Which of the following is intended for one-time use and is not likely to be repeated in the future?

SpaceX put a car in space.

How is mutual accountability fostered?

Team members share accountability for the work

Which of the following statements is FALSE?

The United States was the most competitive economy in 2017

Last week Gary, CEO of Quality Furniture in North Carolina, traveled to Europe to visit customers. While overseas, Gary checked his e-mail daily and showed his company's website to customers, explaining how the website will help them place orders and receive merchandise more quickly. After visiting the last customer Friday morning, Gary was able to return to the corporate office in North Carolina to meet with his board of directors that night. ________ is the "shrinking" of time and space with air travel and the electronic media.

The global village

Going Green has begun to offer its employees the option of buying stock in the company as a benefit because they do not offer a retirement package. What employee behavior will Going Green most likely see?

The employees will work hard to make the stock rise, so they can buy more at a cheaper price

Which of the following reasons makes it hard to be evidence-based?

The evidence doesn't quite apply.

______ requires a manger to visit an earlier step in the strategic-management process in order to revise actions if necessary.

The feedback loop

Investors who are more likely to buy a stock if they see something about it in the news or if it has a high one-day return are experiencing

The recency effect.

Toshiko has noticed that Noah's job performance has been outstanding for the last few weeks. Which of these statements, made by Toshiko, is a causal attribution?

The software training that Noah completed has really improved his efficiency.

If you have a team that is low on conscientiousness, which of the following would you recommend?

They need a team charter

Service firms are different from for-profit businesses in all of the following ways EXCEPT

They require controls at many different points.

Why would a group or team NOT typically enforce norms?

There is a need to create a written document of guidelines for new employees.

How is management using controls when they allow decision making at lower levels and encourage employees to work together in teams?

They are decentralizing decision making.

Which of the following jobs in a high-tech company would be considered a "high-touch job"?

Traveling sales reps who meet with the owners or managers of electronics stores.

Sunset Oil is a large oil drilling company off the Gulf Coast. They want to expand their drilling area and are receiving a great deal of push back from the local community. It will now be on the ballot at the next election. Sunset Oil is concerned about how all of this will impact their bottom line. Which of the following should be a consideration for Sunset Oil?

Triple bottom line

When do managers make mistakes?

When treating people like other resources

Joelle wants to broaden her functional knowledge. Which of the following activities should she engage in?

attending a business conference

Readily available information may not present a complete picture of a situation due to

availability bias.

The statement "I won't give Austin such a tight deadline again" reflects the ________ component of an attitude.

behavioral or intentional

Tia and Sam are partners who solely own T and S Florist. As owners, they can

claim the organization as their legal property.

You are the CEO of a major corporation. You have been tasked by the board of directors to turn the company around as they just let the last CEO go for a difference in opinion. Being new, where would you focus your attention first?

execution

Despite the increase of automation, which jobs are on the rise?

knowledge work jobs

Harriet, the store manager, asked Lou to organize the prize giveaways for the store's grand reopening. Lou is organizing a(n)

project

Beam Satellite Network has decided to offer a one-hour appointment window for customers needing installation or repair of its service, which will require the company to have several technicians on call. Beam hopes this practice will give it an advantage over the competition, none of which have adopted such a practice. Beam Satellite Network is introducing a(n) ______ change.

radically innovative

Starlight Creations is beginning to prepare for what they expect will be a grand exit (many people retiring) in the next five years. Part of the concern is that this will leave a gap in upper management. How can Starlight Creations build a pipeline of leadership talent?

provide leadership coaching

A supervisor told a salesperson who had not made any calls to clients and therefore did not make quota, "Well, if this continues in the next 30 days, you'll probably be let go." By presenting something negative, the supervisor provides an example of _____.

punishment

Which of the following is not a way in which nonverbal communication is expressed?

texting during a meeting

In order to avoid failure, organizations need to consider

the how of execution.

Which of the following is an example of a rule?

"An employee who comes to work intoxicated will be terminated immediately."

Some say the office culture today has become "too nice." Which statement would not be heard in that type of setting?

"Can you believe that the boss expects us to stay late and does not even ask."

Which of the following is NOT a self-affirmation?

"I am right, and I can do it the way I please."

Which of the following is an example of empathetic communication?

"I understand your frustration; this deadline is intense, and we're running on reduced staff."

While networking, you are more likely to be remembered if you ask

"What was the highlight of your day?"

One Fortune article states that "vision should describe what's happening to the world you compete in and what you want to do about it" and

"it should guide decisions."

Which of the following is an example of a mission statement?

"to offer the lowest prices on new hardcover books, anywhere in the world"

You have just taken a job as an entry-level manager for a company that provides house-cleaning services. The company has a large national presence, with offices in 40 U.S. states. You know you are starting at the bottom of the management ladder, but you hope to grow and rise through the ranks to become a senior manager. What is your likely salary range when you first take the job?

$35,000-$60,000

Which of the following is an example of the "curse of knowledge"?

A writer with a large vocabulary writers a novel using many words that the average reader cannot understand.

Brad proposed the purchase of a new Toshiba copier to his boss, Chin. Chin said that he has always used and liked Xerox copiers, but when he thinks about it later, he realizes he does not really feel strongly about the brand of copy machine used in the office. Chin should probably adopt a(n) ________ conflict-handling style when trying to resolve this matter with Brad.

Accommodating

Sylvester is 57 and his company is downsizing. He knows that his position is one that will be cut so he has started to prepare his resume to look for a new job. Hunter tells him not to bother, as he will not get another job, at least not one that is equivalent to his current job. He tells Sylvester that things have changed since Sylvester went to college and that he couldn't realistically offer too much in the workforce today. Hunter is demonstrating a(n)

Age stereotype.

Diego has been hired as a consultant to review a company's contracting and purchasing procedures. He began by reviewing recent contracts that were awarded and ones that the company lost. He also interviewed employees in both units to ascertain if there were any concerns regarding process, work flows, communication, and expectations. Diego learned that the company had a reward system in place for the number of contracts awarded and bonuses for higher amount contracts. Diego recommended a new system that rewarded contracts that benefited the company's mission, regardless of financial amount. How was Diego applying the systems model of change?

As a diagnostic framework or tool

Why is it important to control the supply chain?

As a major cost center, it is important to pay attention to the sourcing, shipping, and warehousing.

Grace missed another deadline and her boss, Louisa is very upset. She will have to explain to the client again why the project is behind. Louisa thinks she may say something she'll regret if she talks to Grace about this now, so she decides to wait a while. Louisa is using the _______ conflict-handling style.

Avoiding

Wendy, the CEO of an oil drilling company, and her top management team recently discovered that their facilities are damaging a beach in Asia and the local wildlife. They understand that they need to decide if temporarily closing or not closing the facility is unethical. To help them make their decision, they consider the following four questions: "Is not temporarily closing the facility legal? If yes, does this proposed action maximize shareholder value? If yes, is not temporarily closing the facility ethical? If no, would it be ethical to take the proposed action?" Wendy and her top managers are using ________ to help them make their decision.

Bagley's ethical decision tree

Throughout the last 60 years, the United States has had an interesting track record in regard to productivity. Recently productivity has been declining globally. Why?

Because national economies are more interconnected, if one takes a downturn all take a downturn.

Luke gave some people street directions, but because they only nodded their heads and didn't repeat the directions back to him, he doesn't really know whether the directions were understood. Why?

Because they did not respond, there may have been a feedback barrier.

Climax Medical Technology, a fast-growing global research firm, has accumulated so much client information that conventional database management systems cannot handle its customers' needs. Therefore, Climax purchased very sophisticated analysis software and supercomputing-level hardware. Climax Medical Technology is tapping the power of

Big Data

Spotlight Movies has conducted market research about to where to open their next theater. They want to stay-focused on their mission to only open in markets with less than 200,000 people. Their strategy is

Broad needs, many customers

Which of the following statements is true about the effectiveness of OD?

Change efforts should produce positive results, using multiple interventions, supported by management.

David decided to start running each night as soon as work ended before heading home. He has found that it has helped him to be more attentive to his family when he gets home, and it has made him feel better about his work day. What is he working on?

Channeling his emotions

Keith was put on probation for a string of customer complaints about his poor service and professionalism. His supervisor was using ________ power.

Coercive

Because leaders need to devise effective solutions in short time spans with limited information, they need to have?

Cognitive abilities.

Lauren wants to develop her proactive learning skills in order to increase her career readiness. What would you advise her to do?

Contribute to a LinkedIn conversation about trends in her industry.

The district manager of a national fast-food restaurant watches the sales reports for each restaurant daily to compare actual sales with projected sales goals, and then takes corrective action if needed. In which part of the management process is she participating?

Controlling

You work as the sales manager for a company that sells office supplies to businesses of all sizes. Because the profit margins are razor-thin, you need to ensure that you are getting the very best prices on paper, pencils, pens, Post-It Notes, and other office supplies from the manufacturers. When reviewing the quarterly profit statement, you realize that your costs are higher than they should be, and you trace the higher costs back to an employee who has been lax about getting competitive bids to ensure the lowest prices. When you conduct your research to determine the reason for the higher costs, and take action to bring those costs back down, in which of the key management processes are you taking part?

Controlling

Charmaine, a district manager for a global retailer, is traveling to different stores in her district to discuss with store managers how to increase profitability for the rest of the fiscal year. What is Charmaine doing?

Controlling the direction of the planning/control cycle

Employers find that many college graduates have large gaps in _____, skills that employers are looking for

Critical thinking, written communication, and evaluating information.

Rondelle, the manager of a busy hair salon, knows that she needs to entrust many of her tasks to supervisors and other employees. _____ is this process of assigning tasks to lower-level supervisors and employees. Rondelle follows the 70 percent rule, which states that she should assign tasks to employees who can perform each task at least 70 percent as well as Rondelle can.

Delegation

Skills In the knowledge category or hard skills include cross-cultural competency, which involves

Demonstrating openness and inclusiveness and the ability to interact with diverse people.

During a job interview, how can you demonstrate your decision-making skills?

Describe a time in which you used intuition.

The vice president of human resources for a national electronics retailer is meeting with employees of several stores to present information to workers that their stores are closing and how the company will help employees in the future. Here, the vice president of HR is playing a(n) _______ role.

Disseminator

Rosario, a department manager, has been dealing with two workers in her department who do not get along. Due to family problems for both employees, today they had a loud argument in the break room. Rebecca is meeting with both to resolve the issues as part of which managerial role?

Disturbance Handler

Making formal statements, engaging in rites and rituals, utilizing employee training and coaching, demonstrating how a leader reacts to a crises, being a role model, and giving rewards, promotions, and bonuses are some of the teaching methods that organizations can utilize to

Effect corporate change

Which of the following statements is not true about communication in the workplace?

Emails can cut through the misunderstandings that result from misinterpreted phone calls.

People high in ________ are responsive to others' social and interpersonal cues.

Emotional intelligence

Odell is frequently nervous, tense, and worried, both at work and at home. He likely scores low on which of the Big Five personality dimensions

Emotional stability

How would innovation and learning be measured on the balanced scorecard?

Employee retention

One of the reasons Omega Distributors, a local manufacturing company, is considered a good place to work is that the managers encourage and reward their employees for developing new products and ways of improving existing products or services. In this example, Omega distributors managers are carrying out the _________ role.

Entrepreneur

Dale, the owner of a local real estate agency, is even more committed to making the used copier, which he recently purchased, work even though it keeps jamming, and his employees have been telling him about other problems they have been having with the copier. The ______ affects Dale's decision making.

Escalation of commitment bias

Isabel, the owner of The Daily Dispatch, a small city newspaper, started her business two years ago, believing that there was still enough demand for her product. However, because people are busy and because so much news is now available online, she has seen the demand for her paper drop steadily. Isabel made a decision to change the original direction of the company and focus more on an Internet news service. Isabel is relying on ________ by demonstrating that managers need to think and act as if their company is an unfinished prototype, and by seeing her business as outsiders do.

Evidence-based decision making

Which of the following is NOT true about the concept of traveling for business?

Exported services include travel, transportation, and computer services, valued at just over $500 billion.

To focus on improving company customer service this year, the CEO of a pet food manufacturer outlined a list of stakeholders to concentrate on: distributors, local communities, and the mass media. These three groups are

External stakeholders

Roberto really enjoys mingling at work functions, both to network for new contacts and simply to share stories with other interesting people. Roberto probably scores high in

Extroversion

Which of the following is not a guideline that can lead to effective brainstorming?

Go for quantity over quality.

The Safety Committee at Washington Bakers was formed to help make the store a safer place, and some of the committee's suggestions are going to be costly. During the committee meeting, the vice president of accounting announced that company profits were much lower than expected, and she suggested that profits are more important than safety. The profit goal is now outweighing the committee's safety goal, which is an example of

Goal Displacement

Managers can increase overall productivity by increasing the efficiency of all the following except _____.

Goals

Henry, Bekah, and Marcella are on the five-member Benefits Task Force that is researching options for the new benefits package. Over lunch, Henry suggests that going with the Members' Choice HMO is the best course of action, and Bekah and Marcella agree with Henry for the sake of unanimity, without ever researching and accurately assessing the decision. Henry, Bekah, and Marcella are engaged in

Groupthink

In 2003, Myspace launched a social networking website offering an interactive, user-submitted network of friends, personal profiles, blogs, groups, photos, music, and videos. Myspace was the largest social networking site in the world, from 2005 to 2009. Recently, it was purchased by Specific Media, an online platform where music fans can interact with their favorite entertainers, listen to music, watch videos, share and discover cool stuff and just connect. Which of the following describes Specific Media's strategy?

Growth

Jeanine, the operations manager of an auto dealership, has been redesigning operations. She feels there are many places where the dealership can cut costs to save money. One of these is all the "perks" for customers like free coffee, freshly popped popcorn, and a children's play area. Assume you are the general manager of the dealership (Jeanine's boss) and an advocate of the planning/control cycle, what would you do?

Have Jeanine make the change, compare sales and expenses after a period of time, and see if corrective action is necessary.

Lamar led a team that has just finished up a very challenging research project that will assist management in developing long-range plans. Despite the stress of the past few months, most participants seem sad it's over. Now Lamar should

Have a rewards ceremony

Which of the following is an effective way to deal with change and innovation?

Have flexibility and adaptability.

Araceli has a new manager who she suspects might be a micromanager. What signs should she watch for from him?

He asks to be copied on everything regardless of what it is.

Dimitri likes when his employees retweet his posts, when customers comment on his feeds on the business Facebook page, and when Yelp reviews state how wonderful the business is doing since he took over. How would you describe Dimitri's motivation?

He has a need for power

At the morning status meeting, everyone goes around the room and shares what has happened overnight with the computer system and whether or not there are any change requests in the queue. Regardless of how many issues there seem to be, Joel says, "We can solve anything." What type of leader is Joel?

He is an initiating-structure leader.

Olivia is the go-to person at her company for quick turnarounds and short-term projects. She stays focused and meets all deadlines. Even though she seems successful, which time management mistake may Olivia be making?

Ignoring the more important and difficult activities.

Research has shown that four-year-old African-American boys are suspended and expelled more often than any other race or gender, regardless of the race of the teacher. The reasons most often given are that they just can't sit still and control their bodies. This is an example of

Implicit Bias

When Cisco Systems told executives they would gain or lose 30 percent of their bonuses based on how well they worked with peers, and in three years had record profits, the company

Improved workplace cohesiveness.

Tyree is starting a new project and wants an advisory board, as this project will affect many people and hearing the opinions of others will be beneficial. As he sits down to consider who should be on the board, he lists many organizations, both civic and private. He wants to be sure to include the institutions of higher education, so that they can be informed of the type of employees he will need in the future. Tyree wants to be careful to not forget private citizens, so that this project will not end up causing a political debate and being shut down before it even starts. When he looks at his list, he has over 40 people on it. He decides that is a good enough number and he is ready to start sending out the invitations to the first meeting. Tyree's partner advises him with which of these following statements?

In general, the larger the group, the lower the quality of their decisions.

Consider the following situation: Local livestock farmers could allow the runoff of manure nutrients into a stream that feeds a local lake because polluting the stream helps farmers in the short term. However, farmers will act ethically in the short run to avoid harming others in the long run because doing so is also in the farmer's best long-term interests. This type of thinking reflects the _____ approach to deciding ethical dilemmas.

Individual

In all but the worst weather, Sarah and three coworkers met each day at 12:45 to walk the wilderness trail behind their office building. This is an example of a(n) _____.

Informal group

Which of the following is not a supertrend shaping the future of business?

Information becoming a competitive advantage

Julia wanted to test out a new product for her company. She scheduled several small group lunches and learns with internal staff and then a few town hall meetings with external clients and the community. She wanted to make sure that product would meet the needs of the consumers, but also would be a product that the staff would be excited to produce. Because Julia chose to seek input from others, what type of managerial role do you think she prefers to play?

Informational

Charles, the president of an IT company, is friends with Levi, the CEO of Cyber Industries, a company that develops and manufactures computer hardware. Levi tells Charles that Cyber Industries is about to announce the creation of a revolutionary new computer processor that will quadruple processing capacity and cause Cyber Industries' sales and profits to skyrocket. Charles then purchases a large number of shares of Cyber Industries company stock before the news of the new computer processor is made public. In which illegal activity has Charles engaged?

Insider Trading

Peyton's management professor just told her class that the final exam is optional for students like Peyton who currently have an A. Peyton decides to take the exam anyway because she likes the subject and wants to master the material. Peyton is motivated to take the exam by an

Intrinsic reward

Simon has been in the landscaping business for over 40 years. When Jorge, his business partner, suggested adding snow removal as an extra service, Simon responded with "My gut feeling is to say yes because of my experience in the past and what I have seen other companies do over the years, both successfully and not." Simon is acting on _____ in his response to Jorge.

Intuition

King Power and Light has a goal of reducing its electric costs by installing solar panels on all of its building and supporting an increase of solar farms in the area. This will help to not only reduce company costs but also the costs passed down to its consumers. How would you describe King Power and Light's control system?

It is strategic and results oriented.

How would you describe Amazon's commitment to continuous evolution?

It is their strategic plan

Why is the feedback loop important?

It monitors progress so that corrective action can take place.

Which of the following is a danger of using a lean medium for non-routine matters?

It results in information overloading

Edgar is a chef and the kitchen manager in an upscale restaurant. He is very knowledgeable in both the culinary and restaurant management fields. Because he possesses these technical skills, Edgar can be considered a(n) ________ worker.

Knowledge

Is the debilitating lack of faith in one's ability to control one's environment.

Learned helplessness

Each year Clifton Falls hosts retreats for organizations. They encourage employers to bring their employees for single days, extended stays, or even full weeks. Which of Maslow's needs is Clifton Falls helping employers meet?

Love

Monisha is the top executive for a large corporation that makes and sells garden and lawn care products. The company boasts 6 brands that are made in 14 factories and distributed to thousands of retail locations on two continents. Monisha often feels the need to be in multiple places at once and she deals with continuous diversions of her attention. To be successful, Monisha frequently assigns tasks to others and enables the other leaders to make good decisions when she isn't there. Which of Porter and Nohria's findings best explains Monisha's workdays?

Managers have to be purposeful and proactive about managing their time

You are a senior manager at a large consumer goods company. The company president has noticed that recent college graduates and junior-level employees tend to gravitate toward you. They come to you for advice and ask for your opinion on important matters, even though you are not their direct supervisor. The president realizes that you are acting as a(n) _____ to junior employees.

Mentor

Petra, a plant manager, received an email from the CEO stating that the company will now be focusing on customer service. The email also stated that all plant managers need to implement this policy & coordinate the activities related to this strategy for their lowest level managers. Petra is what kind of manager?

Middle manager

Which of the following is an example of a proactive change?

Mirabel explores improvements in bonus structures with her staff and begins to implement them prior to any serious discontent on the part of the staff.

"Who are our customers? What are our major products or services? In what geographic areas do we compete?" A good _____ will answer these questions.

Mission Statement

Orchid spa has spent the last year focusing on reducing absenteeism and turnover. It is critical to the business that clients are able to see the same massage therapist or skin specialist every time they come. Which of the following strategies do you think they should try?

Offer employee benefits, such as flexible work hours.

In February, Pedro, the manager of a pool supply and cleaning company, is looking at the upcoming need for more workers to handle the increased customers in spring and summer. Which of the four key management processes is he using?

Organizing

The Parvizians own several oriental rug stores in and around the Washington, DC, metropolitan area. It is expected that as each of the brothers have children they will grow up and take part in the business too. The members of the family are considered

Private Investors

Ashish is always coming up with new ideas and seeking funding to explore them. He sees opportunities in the marketplace and wants to be the first person to come up with new products and services that customers want. Ashish, a person who is apt to take initiative and persevere to influence the environment, has a(n) ________ personality.

Proactive

At Parks and Helms Designers, a group of architects are developing the first drawings for a proposed multiuse office development in an older section of a large city that is being revitalized. What type of work team is this group?

Project team

When Men's Wearhouse fired a salesman who wasn't sharing walk-in customer traffic, and total clothing sales volume among all salespeople (who work on commission) increased significantly. Which of the following workplace improvements does this example best suggest?

Reduced destructive internal competition

Hiromi congratulated her staff when the team received an industry award for their project, and also sent a companywide e-mail announcing it. Here, Hiromi is using her ________ power.

Reward

Joyce would like to start working on a flexible schedule. Which is an option would Joyce NOT discuss with her employer?

Sabbatical

After three shuttle accidents in three months, one of which resulted in a critical injury to a driver, Citywide Shuttle drivers received additional training and all shuttles were retrofitted with new braking systems. This helps to satisfy which of Maslow's needs?

Safety

Next semester Helen is planning to take a sabbatical to go to Sweden and study how they utilize nature to teach preschoolers. It fascinates her to know that the children spend all day outside and not in the classroom. Helen has achieved what level of Maslow's hierarchy?

Self-actualization

On the first day of class, your teacher walked in and told everyone to look to the left and to the right at the people sitting next to them, because at the end of the semester only one of them would still be in the class with a passing grade. The teacher stated a

Self-fulfilling prophecy.

Starbucks CEO Howard Schultz has made sure his employees have health insurance and work in a positive environment. He could best be described as which type of leader?

Servant

Finn likes it when her days are unpredictable and filled with problems to solve. She thrives on solving puzzles and then testing out the different solutions in search of the "right fit." How would you describe Finn's personality?

She has a high tolerance for uncertainty.

During a managers meeting, Maritza rolled her eyes three times, made a cynical remark, and slammed her notebook down on the table. How would you describe Maritza?

She is a stink bomb thrower.

Research shows that followers seek and admire leaders who create feelings of _____.

Significance

As the CEO of a company that produces products for schools, Amber believes that her company needs not only to produce a profit but also to do things that benefit society. _______ guides Amber's beliefs.

Social responsibility

Suppose a soft-drink company, Soda Pops, is conducting a force-field analysis to determine which forces could facilitate a proposed change (the introduction of a new lemon-lime soda) and which forces could act against it. Which of the following would Soda Pops consider a counterthruster?

Soda Pops has never been able to gain any significant market share outside of the Midwest.

Bruce, whose primary job is supervising a small production group, is not getting cooperation from all members on the cross-functional team he leads. In particular, Keylani, a senior marketing manager, seems to resist his direction and tries to influence team members to go in another direction. The source of conflict in this case may be _____.

Status differences

In 2009 and 2010, Toyota had to recall millions of automobiles due to uncontrollable acceleration. This recall forced upper-level management to rethink many things. For example, Toyota had become too focused on profits. As a business coach, where would you recommend Toyota begin?

Step 3: Formulate the grand strategy.

The marketing director for GForce Games, a video game company, has informed his employees that he feels the company needs to improve its relationship with the distributors of the company's products because the distributors are part of the ______ environment for GForce Games. He believes that a stronger relationship with distributors will lead to more market share, and higher profits, for both GForce Games and its distributors.

Task

Zoe runs a flower shop. She recently made some changes so that one employee answers phones and completes the order and payment process, while another creates arrangements, and a third packages and delivers floral arrangements. Previously, each employee was responsible for the order from the phone call through the delivery. Zoe has made changes to

Task identity

As a maintenance person for the air force, Clint services aircraft engines, which protects the lives and safety of military personnel and increases their ability to conduct missions. Clint's job has a high level of

Task significance

Imagine that you work for a life insurance company. The company is offering a new type of life insurance policy for senior citizens (people over age 65) and retirees. Keeping generational differences in mind, which of the following is the best medium for communicating with potential customers/clients?

Telephone calls

According to management scholar Henry Mintzberg, which of the following is true of managers?

They have work that is characterized by fragmentation, brevity, and variety.

As owner and senior accountant at a tax preparation firm, Mark is changing the work schedule of all employees, including managers and accountants, for the months of March and April, the company's busiest time. He is requiring work on weekends for everyone, using the same basic schedule as last two years. Mark should expect that his employees will be __________.

They will hardly be upset or not upset at all

Niall, an up-and-coming business executive, is trying to get a seat on the board of directors. He has hired you as a leadership coach to help him achieve this goal. As his leadership coach, how would you advise him?

Try subtle flattery.

Amazon recently announced that they were raising the minimum wage for all employees to $15 to address the low-wages of its employees. Amazon

Understands that employees have a voice in decisions that affect them

Matthew, vice president of human resources at Gamma Phi Corporation, is a(n)

Upper-level manager

Francois pays a lot of attention to the environment outside his company, staying alert for long-run opportunities and problems and devising strategies for dealing with them. Francois is a(n)

Upper-level manager.

The HR manager told Stella that the company pays the total health insurance costs for a family of four. as a single woman, this benefit did not seem especially important to her right now. here, Stella is low on the ________ element of expectancy theory.

Valence

You have an idea for a company that sources fruits from local farms and makes fresh juices on a daily basis. You want to start a subscription-based service in which households within a 100-mile radius subscribe to your plan and receive two gallons of freshly squeezed juice (for example, cherry juice, apple juice, lemonade) twice a week. As you think about starting your business, you ask yourself: How rare is the service I am offering? How valuable is it? Can I organize the company to maximize my advantages in the marketplace? After asking these questions, review and identify which question from VRIO did you forget to ask?

What is its level of effectiveness?

A press conference was held and a new commissioner was announced by the governor. The acting commissioner was not aware of the change and was not able to make an announcement to staff prior to the press conference. The rumor mill started as soon as the press conference ended that the agency was being dismantled and all the employees would be laid off. Was this a reasonable response to the change?

Yes, because there was surprise and fear of the unknown.

Deondre, who owns an investment firm with customers worldwide, has witnessed how dangerous global economic interdependency can be. During a lunch meeting, he mentioned to a customer, "In my opinion, ________ have been two negative effects of global economic interdependency for the United States."

a huge surplus of funds from global investments flowing into the United States and huge cost increases

At Toys and Games, employees know that during the December shopping season they are often required to work different schedules, weekends, and overtime. The December work schedules at Toys and Games is an example of a(n) ______ change because workers have experienced it in the past. (They experience it every December.)

adaptive

Doreen, a project manager, has been given a limited amount of money to run the new marketing campaign. She was also told that the client wants the campaign ready to roll out in less than two weeks. Doreen is feeling very limited by these constraints and is not sure that it will produce her team's best work. Her supervisor and career mentor, tells Doreen that she is

affected by bounded rationality.

At what point during the innovation system process would management invest resources in innovation and generate employee commitment to innovation?

as part of the creation of the innovation strategy

Bekah, the manager of Fit and Trim Nutrition Services, was telling her new nutritionist that "I have many decisions to make in a day, and as the manager, during the course of a week, I have to give orders to most of the 35 employees. Then there is my budget and the clinic's resources, which I oversee." Bekah's _______ gives her the right to make decisions, give orders, and utilize resources.

authority

Otis, the manager of a camera store, believes that his store may be closed by corporate in the near future, so he cannot sleep well at night and he is dealing with severe anxiety and irritability, and he has been ill several times this month. Several times Otis has missed important details in his job, and he almost got in an automobile accident this morning. The district manager is coming today to do his bimonthly evaluation of Otis's store. Although Otis usually performs well, he is worried about this one. His district manager may be influenced by ________ bias.

availability

When Damien, the sales manager, is deciding on who will train the new sales trainee, he tries not to look at just the recent sales numbers but also checks past sales reports to determine who is the most productive salesperson. By using this method he is not affected by the _________ bias.

availability

Uri, a server in a popular family restaurant, is the most popular employee with both customers and employees, and as a result, he usually earns the most in tips. He is always ready to lend a hand when asked, and with his warm personality and supportive nature, people confide in him. Uri does have a problem telling people no, and he has a tendency to avoid conflict because he is concerned about hurting others or getting people mad. Uri likely has a(n) ________ decision-making style.

behavioral

Taking a _______ action is setting a very challenging goal for yourself. It might be "I will double the number of hours I study next semester so that I can increase my GPA by at least half a point," keeping you motivated and focused on achievement.

behavioral objective

In a staff meeting, Mark is employing Dr. De Bono's Six Thinking Hats. Doug expresses all the positives about being open on Thanksgiving. Rashmi presents the data from the last three years on sales from that day. Rafael explains why staying open late on Thanksgiving will not be in the employees or client's best interests. Sophie explores using the Internet only and not having the brick and mortar stores open. Which color hat would Rafael wear?

black

Christin, the CEO of a national IT manufacturer, was approached by Ultimate Phones, a new company that is marketing a new type of phone, to partner with the company on a project. The results of the partnership are uncertain because the company (Ultimate Phones) and its technology are new. Christin is uncertain what to do because she is limited by numerous constraints, such as the uncertainty and complexity of the technology, the management success of Ultimate Phones, and time (because other companies are interested in the partnership). Christin is experiencing

bounded rationality.

Cooper Technologies is a technology company that offers many IT services in Chicago. The company's services and products include computer training, support, monitoring, repair, network design, virus removal, and software upgrades. It even sells refurbished computers. The source of Cooper Technologies' strategic position is

broad needs and many customers.

Kimberli manages employees at Mountaintop Ski Resorts. She has noticed that one of her employees submits via the computer system the same suggestions for continuous improvement multiple times, knowing that performance is evaluated on the number of suggestions only. This problem is typical of ________ control.

bureaucratic

Ally is known for not listening in meetings and for misunderstanding directions. Ty has decided to take a new approach with her, regardless of whether he is speaking with her or sending her an e-mail. The last thing he asks Ally to do is use her own words to tell him what she is supposed to do. How does Ty want Ally to respond?

by paraphrasing

Foster, who owns a successful business with two locations and a few international clients, was approached by a large organization about dramatically expanding his company. Foster later told his wife that he is happy with his success, but he wants to stay small because if he decides to add new products, small companies ____.

can get started more easily and maneuver faster

This culture type is collaborative encourages cohesion and job satisfaction through employee involvement. Which type is it?

clan

Employees and customers are treated like a family at State Street Coffee House. Jason & Jill, the owners, work to encourage unity to increase their employees' job satisfaction & commitment. At their coffee house, Jason & Jill have built a(n)

clan culture

Olympia marketing has instituted new policies around misappropriation of assets, conflicts of interests, and kickbacks. Also with the local elections just around the corner, management sent out reminders about political contributions and confidentiality of company information. All of these policies can be found in Olympia Marketing's...

code of ethics

Rosemarie and Dominique, owners of Sugarplum Coffee and Pastry Shop, are concerned because Panera Bread is opening a new store just one mile from their shop. Rosemarie and Dominique know that Panera will be offering similar products; therefore, Panera Bread will be a(n) ________ of Rosemarie and Dominique.

competitor

When Clay, a general manager of a national retailer, moved to a different store in his company that was having difficulty, he knew that sales were low and after talking to his employees, he found morale was also low. At first Clay thought attitudes were poor due to low sales, but after working closely with employees, he realized that the poor attitudes were actually the cause of poor sales. Clay was able to discover the cause of the problem by utilizing ________ skills.

conceptual

Nora is a small-business owner who loves to take risks. She also enjoys going out and meeting customers and potential clients—the social aspect of her job. Nora relies on intuition and discussions with others to acquire information. As an interior decorator, Nora utilizes her imaginative strengths, taking a broad perspective to problem solving, and she likes to consider many options and future possibilities. Nora's decision-making style is best described as

conceptual.

As you prepare to work in a global economy, what will help you to more effectively communicate with and influence others?

context

Raheem, a salesperson for the Fine Dining catering company, is working with a longtime customer who is interested in either cutting back on their annual catered events or getting a better price due to the tight economy. Raheem tells his manager, "I want to take care of the customer with the best value. So what do you think is the best package to offer in this situation?" Raheem and his manager are trying to utilize the

contingency design.

Which of the following includes self-efficacy, self-esteem, locus of control, and emotional stability?

core self-evaluations

The company that Layton owns, the Music Box, is a family-owned company that has been in business for more than 100 years. Layton wants to give back to the people of the community to acknowledge their role in the store's success. He decides to donate a significant portion of the store's profits to a charity every year. Layton's decision is an example of ___ in action.

corporate social responsibility

Ski Safety sells emergency safety and rescue products to ski patrols and rescue workers at prices that are below those of its competitors, which offer a larger line of more expensive products and focus on broader markets. Ski Safety is pursuing a ________ strategy.

cost-focus

Over the course of 40 years, Frank grew his company to six package shipping stores. With his retirement approaching and the increased competition, he decided to reduce the number of locations to two. Frank's reduction of effort represents a

defensive strategy

When a food distributor considers changing the products it markets in the southern states because of an increasing percentage of customers from Central and South America, it is examining the ________ forces at work in the southern United States.

demographic

Tucker is sitting in a seminar where a speaker is explaining the company's retirement plan options. Tucker is only 24 years old, and he thinks retirement is so far away that he doesn't think he needs to pay attention to the speaker. He starts texting his friends and updating his Facebook page; he even slumps in his chair. He has completely tuned out of the presentation. In this case, Tucker has a ________ listening style.

detached

Agrarian Tractors, a farm equipment company issues quarterly report

determine new tactics to drive even more sales.

Glenn is the R&D manager with Quick Print Inc. The company is having a problem with one of its most popular copiers jamming. The vice president of marketing told Glenn that "we need to quickly discover how to turn this problem into a desirable situation. You need to determine the underlying cause of the problem and perhaps even make improvements to the copier." When Glenn analyzes the underlying causes of the paper-jam problem, which function is he performing?

diagnosis

World Grocer sells high-quality products and grocery items that are unique to its highly populated area; in addition, it offers delivery for customers who are unable to leave their home and a number of regular workshops regarding healthy eating. By offering these types of products and services, World Grocer is pursuing a ________ strategy.

differentiation

According to Lawrence and Lorsch, the stability of an organization's environment determine(s) the degree of ____.

differentiation or integration that is appropriate

Bradley was recently promoted to the production manager of a busy shoe factory. He was chosen because prior to his promotion he had proven himself to be very efficient, and as a department manager he had a logical and practical approach to solving problems. Bradley has a reputation for being decisive and getting things done. Most of the factory's employees like Bradley, but they feel he exercises too much control over them. Bradley has a(n) ________ style

directive

Bill is the new CEO at World's Fair, a nationwide store that specializes in unique items from around the world. At his first managers meeting, he told them he likes to think of his management style as practical, efficient, logical, and systematic. Which style of decision maker is Bill?

directive style

Value Products is an organization that operates several companies that market food products, restaurant equipment, and paper and plastic products, and it even has a division that counsels restaurant owners, helping them launch new restaurants successfully. Value Products is pursuing a _____ strategy.

diversification

Ricky told his team that he is moving forward with a change to the bonus structure, despite vocal objections from several team members. Ricky is using the ________ conflict-handling style.

dominating

Jyllian, a supervisor, told her employees, "The store will close Monday for inventory and all employees are expected to participate." Without knowing how Jyllian communicated her message, we know it was done

downward

The vice president of finance at Capital City College disseminated a new five-year strategic plan to deans and department chairs. This is an example of ________ communication.

downward

A manager needs to inform employees that the quarterly project management training will start on June 1, about two months from now. Generally, which of the following should the manager use in this situation?

e-mail

Simon and his managers are discussing the unemployment, inflation, and interest rate trends that might affect his chain of coffee shops over the next 12 months and the projected growth in the areas where his stores are located. The managers are studying the ______ forces in their organization's general environment.

economic

Timothy, a restaurant general manager, carefully watches his costs by reusing some items that in the past were immediately thrown away. Timothy is an example of a(n) _____ manager.

efficient

Samir, the new CEO of Cloud Marketing, has been with the firm for over 25 years. He was picked by the board to turn the 85-year-old agency around because it had lost its edge in the Internet age. To infuse new life and energy into the agency, Samir wants to bring back some old ideas that previously worked at Cloud. He plans on having managers and veteran employees instruct each other about the organization's values, beliefs, and expectations; telling stories about some of the company legendary ad campaigns; coming up with a slogan that summarizes Cloud's abilities in a simple and memorable phrase; and having quarterly ceremonies where creativity and innovation are rewarded. The things that Samir wants to do are all examples of

embedding culture.

Which of the following is an accurate conclusion based on a recent meta-analysis of more than 38,000 organizational units and 616,000 individuals?

employees have more positive work attitudes when working in organizations with clan cultures

Kelly, a small business owner, regularly seeks input from her external stakeholders about her products. She is most likely speaking to all of the following EXCEPT

employees.

During Lewin's refreezing stage, managers should

encourage and reinforce the desired change in the employees.

When Sebastian wrote the contract with BP for over two billion dollars, he included targets for performance that had to be met before a payment would be released. Sebastian was trying to avoid ________bias.

escalation of commitment

Hewlett-Packard founders David Packard and William Hewlett strived to create a close-knit organizational culture that gave a lot of responsibility to employees and fostered innovation within the company. Individual responsibility and the importance of innovation are

espoused values.

Evan has a Bachelor's degree in ethics and human resources, and he has extensive experience working with employees and managers regarding ethics, especially in the area of ethical dilemmas. In his current position he has assisted extensively in determining if the company's decisions are both ethical and lawful. Which position in the company does Evan's background make him ideally suited for?

ethics officer

Pablo, a construction manager with employees working in Puerto Rico, is having a hard time with employee turnover. While speaking with his human resources manager, Avery, he says he does not understand why the workers come to work late, take longer lunches, and yet still punch out at five o'clock. He feels they should want to work to get the country back on its feet and do what it takes to get the job done. Based on this example, Pablo is most likely a(n) ________ manager.

ethnocentric

Kevin, a geologist from Arkansas who works for ExxonMobil, has decided to transfer to one of ExxonMobil's offices in Saudi Arabia. Kevin is a(n) ____ while living in Saudi Arabia,

expatriate

After struggling with the accounting training, Peter is unsure whether he can complete the end-of-year financial reporting with no errors in the time allotted. In this case, Peter is low on the ______ element of expectancy theory.

expectancy

Brenda apologized to Dharma for an e-mail that upset him. She said she had chosen an inconsiderate way of stating her idea, and that she'd be happy to discuss it further. Brenda is

expressing consideration behavior.

At the end of the fiscal year, Thompson Investments releases an earnings report to clients. By sending the earnings reports to its clients, Thompson Investments is communicating

externally

Grandma's Bakery wants to begin selling gluten-free products and vegan products. The C-Suite executives have made the decision and are now wanting the change implemented. Whose planning will move this from the decision level into production?

functional managers

Productivity equals

goods and services, divided by labor, capital, energy, and materials.

IKEA employees are inspired to work hard by an anecdote from their Swedish founder, Invar Kamprad, who told how he was berated by his father for failing repeatedly to get out of bed to milk the cows on his family's farm. Then one day he got an alarm clock. "Now by jiminy, I'm going to start a new life,' he determined, setting the alarm for twenty to six and removing the 'off button,'" Invar Kamprad is an example of a(n) ____.

hero

Micah was talking with Aaron, his assistant manager, saying, "When I make a decision on which employees will do a project, I use three simple factors. I consider their attitude, knowledge, and how hard they work." Micah uses ________ when making a decision.

heuristics

Matthias wants to change the reward system to be more team-focused and less individual-focused. He has met with managers at each level, put on an email blast to all employees so no one would be expecting the employee of the month announcement, and he posted the criteria that would be evaluated by a team for the reward. He thought he had covered all his biases, so when he received an anonymous email from an upset employee about the change, he was caught off guard. What did Matthias NOT realize would be an impact of the change?

how any change he made would have an impact across the entire organization

Honoria, the office manager, spends a large part of her day working closely with those whom she supervises to successfully accomplish the many tasks she is responsible for. She also works well with other departments to get things done. Which type of managerial skill is Honoria exhibiting?

human

Nikolai knows that what his boss has asked him to do is not in the best interest of the company. He also knows that if he does not do what he was asked to do, he will be written up and put on disciplinary action. He decides instead to do what his boss wants, just slower than his boss may have liked. Nikolai is using the principle of

if all else fails, slow the spread of bad practice.

Ashante was telling a friend about her new job. She commented, "We work in groups all the time and everyone is able to share ideas. I am so new I just listen, but if I wanted to, I know they would listen to me too. Ashante is suffering from

illusion of unanimity and peer pressure.

Rosie, the sales manager for a software development firm, is working on the problem of increasing sales by using the rational model of decision making. In the first step she identified the problem of her employees needing more training. In the second step she thought of alternative solutions; and in the third step she evaluated alternatives and selected a solution. Rosie needs to _____ in the fourth and final step.

implement and evaluate the training program chosen

Fresh and Clean, Inc. is considering implementing a system that will pay its cleaning workers based on the number of completed residential jobs, coupled with satisfactory ratings on random inspections to ensure quality. This system is new to the organization, and it is an example of __________ change.

innovative

South Beach Insurance is about to begin using a program that will change the way its adjusters settle insurance claims. Adjusters will be able to complete an adjustment and issue a check right at the scene of the accident. Although employees are uncertain that the new system will work, other insurance agencies have been successful with this approach. At South Beach Insurance, the new program represents ________ change.

innovative

The nutritionists, chefs, and taste testers who work for Healthy Foods, an organization that creates health foods that taste good and are good for you, work together for a common goal of ending obesity and diabetes. This shows how Healthy Foods uses _______ in its organization.

integration

Katelyn, a millennial, is conducting her job search. She wants to work for a company that cares not only about its people, but about the planet too. In reviewing different company portfolios, where in the company would you guide her to be successful with her research?

its social audit documents

Managers, Sophie and Bill, know that their employees will show higher levels of commitment to the company if they are able to increase ________. This will make the top executive happy because overall the employees will elicit higher performance and there will be lower employee turnover.

job satisfaction

Which of the following is an inside force for change?

low productivity and turnover

Lexie, a new manager, must enforce sales report deadlines, but her team is struggling. She creates a new system to streamline the process and helps everyone understand why the deadlines are important. On which of the following internal forces is Lexie trying to have an impact?

managers behavior

Victor works for a company that highly values performance-oriented traits, such as achieving a certain level of sales and increasing market share by a certain percentage. In analyzing this aspect of Victor's company, Geert Hofstede would examine the company's ________ dimension.

masculinity/femininity

Marco, the owner of Spaghetti Factory, is involved in the company's daily decisions and has established procedures for every task. The company rules are clearly specified in the handbook, and Marco also believes in close supervision of all employees. Spaghetti Factory is a(n) _______ organization.

mechanistic

With recent reports of identity theft, Mr. Jones, the CEO of a construction company, is concerned about his employees' privacy, and because of recent accidents on the job, he is also worried about the safety of his workers. Mr. Jones's concerns with privacy and health and safety are outlined in the _____ approach to deciding ethical dilemmas.

moral rights

Simply Imagine wants to grow their company but is hindered by increasing labor costs and import quotas. Simply Imagine should consider becoming a(n) __________.

multinational

Fresh Toppings is based in Sacramento, California and has restaurants in 25 countries. In the United States, Fresh Toppings would be viewed as which of the following? _______

multinational corporation

Dr. Potter is retiring as a veterinarian in private practice. He wants to start a(n) __________, Vets on the Go, that will provide low-income individuals with pets in the United States with veterinary assistance at no cost.

nonprofit organization

With the community interested in eating healthy, Sue Ellen, a restaurant owner, is considering adding more vegetarian dishes to her menu. This decision is uncertain and risky, and she finally decides to go with her gut feelings. This is an example of _______.

nonrational decision making

Phones R Us, a global phone company, frequently needs to respond quickly to fast-changing consumer tastes with its smartphones. Therefore, Phones R Us has fewer rules and procedures than most organizations, and networks of employees are encouraged to cooperate and respond quickly to unexpected tasks and changes in technology. Phones R Us is utilizing a(n) ____ structure.

organic

Ty has been working for Lyft for three months. He expected that his job would be to respond to requests on the app for a ride, pick up fares, and drop them off at their desired locations, but in his first few days on the job he realized that the job entails much more. He must keep his car clean and neat, and some days he will be assigned solely to go to people's houses to pick them up and bring them to the local airport, then wait at the airport to pick up arrivals and take them home, reducing their wait time. Within a few months, he has learned that Lyft drivers often express frustration with the people they call "civilians"—that is, non-Lyft drivers, whose driving skills they complain about incessantly. In his first few months on the job, ________ describes what Ty is undergoing.

organizational socialization

Recruiters for Eastern Shore University were under extreme pressure to increase enrollment by 15 percent. As a result, they admitted many students who were marginally qualified and who performed poorly in classes. This is an example of which problem associated with control systems?

overemphasis on means instead of ends

Anchor Casino and Resort requires its casino dealers to have licenses, observes them using closed-circuit TV, and requires detailed reports at the end of each shift. This organization has overcome the control system barrier of

overemphasis on one instead of multiple approaches.

Before the fall term began, professors at Pinetops Community College were required to fill out numerous forms, including performance objectives, surveys, and lists of their summer contacts with prospective students. Many professors complained that their time would be better spent preparing for their courses. This situation is an example of which barrier to successful control?

overemphasis on paperwork

Gabrielle works part time in a coffee shop. Some of the equipment is so noisy it prevents her from correctly hearing what the customer orders. The noisy equipment is an example of a(n) ______ barrier to communication.

physical

Betsy, the vice president of sales for an international organization, believes that employees in her foreign offices understand best how to handle the personnel and practices in their offices. So when the corporate HR manager approached Betsy about reprimanding Francois, a native Parisian who is the Paris office manager, for not doing things according to corporate policy, Betsy backed Francois and said, "I believe that the home office should leave Francois alone because he best understands the local culture." Betsy is a(n) ________ manager.

polycentric

Marco is from the Mediterranean coast of Greece and Forough is from Iran. While visiting their grocery store, you notice that they are helping one customer find an item, another customer checkout, as well as mopping up a spill, and restocking a shelf How would you describe Marco and Forough's use of time?

polychronic

Will and his fiancée Christy decided to have their wedding on a beach in Acapulco, Mexico. Local businesses provided most of the services for the wedding, such as the limousine and the catering services. Throughout the weekend of the wedding, the couple found that workers and limos arrived late; so did the priest who was performing the wedding. In response to the couple's frustration, the Mexican workers remarked, "Ustedes tienen que ser flexibles," which in English means "You have to be flexible with time." This attitude regarding time is

polychronic.

The profits of West Side Grocery have dropped significantly over the last several months.After investigating, the owner realizes that many of the store's departments are moving in thewrong direction. The owner recognizes that these departments need stronger and closermanagement, but she also knows she has not provided her managers with enough directionregarding her expectations for the store's goals and the employees' performance. This exampleshows how an organization can progress in the wrong direction as

poor planning.

Portia was preparing for a networking event and kept reminding herself that she needed to keep eye contact with whomever she was speaking, even though that was not typical for her culture. What skill was Portia working on?

portia was attempting to build personal connections

A managerial innovation that improves the efficiency of a company's cross-functional teams would be considered a ______ innovation.

process

Disney has different divisions for movies, cable television, stores, theme parks, and so on. The Disney theme parks part of the empire alone has divisions spanning restaurants, entertainment, cruises, and hotels. Disney is an example of an organization with ____ divisions

product

Iman's manager, using ________, required him to give up his company car because he had missed sales goals for four consecutive quarters.

punishment

a mission statement expresses the

purpose of an organization

Because Delta Development Services is the only company that supplies a critical product for clients, customers of Delta are likely to

put up with poor-quality products.

Macon, feels that he constantly confronted with problems. He tries very hard to create alternative solutions and then evaluate them. He often implements the selected solution, but then another problem arises. He begins to express his frustrations by accusing employees of not fully executing the solution as described in his plan. What style of decision making does Macon use?

rational

Scott and his partner, Greg, have decided to update their computer network, although they have no expertise in this area. During a meeting with Greg, Scott commented that "Our decision is limited by numerous constraints, such as our understanding of the complexity of technology, time and money, imperfect information, and our conflicting goals." These limitations are hindrances to

rational decision making.

Wes, the store manager, recently had to fire Andrea, an employee who graduated from Southern College. He felt that Andrea was not well trained at her school. So, when Zeke, also a graduate from Southern College, applied for Andrea's old position, he did not want to consider hiring him, feeling Zeke also probably did not receive the proper training. Wes was affected by _____ bias.

representativeness

The city government of Frostville promised significant tax breaks to a large retailer if it expanded its presence, which would result in nearly 200 new local jobs. However, the retailer found another location better for expansion. As a result, the city of Frostville instituted clawbacks by _____.

rescinding the tax breaks given to the retailer

Marquez, the hotel manager, knows that the number of guests at his hotel has significantly decreased. Therefore, corporate has made it clear that the amount each department can spend on certain items will need to be cut for the year. Marquez needs to work with the hotel department managers on how to cut costs, as a part of his role as

resource allocator

Antwan was recently promoted to the position of shift supervisor at If The Shoe Fits, and he is now responsible for making decisions on numerous matters in the store and giving orders to the floor staff. At the same time, Antwan has the obligation to perform the many new tasks assigned to him as a supervisor, such as overseeing the closing work and the cleaning of the store. Antwan's obligations are known as his

responsibility

Gina wanted to tell her employees about the seminar, but she put the flyer in a stack of papers and forgot about it until after the deadline, so none of her employees were able to sign up for the seminar. What type of barrier has occurred in this situation?

sender barrier

Fewer children are interested in learning how to play a musical instrument, and young people having less interest in owning cars. These two trends are examples of ____ forces at work.

sociocultural

During global culture training for a group of employees who are being transferred to Egypt, Samira, the HR training manager, remarked that "in the Arab world, men often hold hands, which is meant to express

solidarity and friendship

Jose, a lobbyist who represents the oil industry, is meeting with several members of Congress to try to exert political influence by contributing funds to the lawmakers' election campaigns. Jose also is involved in a letter-writing campaign to promote his cause. Jose is working on behalf of a

special interest group

A+ Enterprises has a reputation of reliability and a winning customer service, qualities that helped to build this highly respected name brand over the last 15 years. Speaking at a recent business conference, Benjamin, the CEO of A+, told his audience, "We have built our reputation by changing little over the last several years, but consistently helping customers with great, caring service and a reliable product." Which type of strategy does A+ Enterprises use?

stability strategy

Denise owns several computer repair shops across the Northeast, and she has set a goal for her company of cutting costs in all her locations over the next three years. Denise has set a(n)

strategic goal.

Many stores today have changed how customers shop. You can go online to buy your groceries, have a store clerk pick them out for you and then either drive up and pick them up or have them delivered. Besides groceries, you can do this with electronics, clothing, shoes, and even pharmaceuticals. How would you describe this change in business practices?

strategic implementation

With small businesses in very competitive industries, small differences in performance may affect that company's survival. In this case, it is worth the effort for the company's managers to implement

strategic planning.

Many customers shop at Organic Foods because of the employees' extensive product knowledge. In a SWOT analysis, the employees' high levels of product knowledge are an example of the company's

strengths

Pablo and his managers spent a large sum of money on the new training program, and they feel that there has been little improvement as a result of the investment. The training is scheduled to continue for two more months, and Pablo feels that the company has already spent too much money on the training to simply abandon it. Pablo is experiencing

sunk-cost bias

Social media (LinkedIn, Facebook) can make the search for new employees more efficient. The rise of social media is an example of a(n) __________ advancement or force.

technological

the invention of a machine to make plastic corks for wine bottles has severely affected companies that produce traditional cork. this is an example of a ______ change

technological

Which one of the following is one way to think about management?

the art of getting things done through people

Charlotte is trying to measure her salon's productivity during the first quarter. For this period, she should divide ________ by the costs of her staff, loans, materials, and utility bills.

the total salon services and products sold

Chris and his family have developed a successful business selling a liquid spray fertilizer to farmers. The fertilizer consists of rich, organic, composted material. Recently NuBreed Seed, a national seed company, has been marketing a powdered chemical fertilizer to its customers; NuBreed's fertilizer is less expensive than Chris's product. NuBreed's efforts are an example of the ___ in Porter's model for industry analysis.

threats of substitute products and services

Qatar earned the rank of first place in terms of gross domestic product because they

took advantage of the world becoming one market.

Deliver Fast's customer complaints have increased because its drivers often get lost when attempting deliveries, which means that the deliveries arrived late. The drivers have resisted using GPS systems, claiming they know their territories. But managers are now encouraging them to look for the best solution to the increased level of customer complaints. Deliver Fast is in the ________ stage of Lewin's change model.

unfreezing

The key to protecting digital communication systems against fraud, hackers, identity theft, and other threats is

using prevention techniques like strong passwords

To increase profitability, top management of a national retailer needs to decide if it will close several stores. Management knows that by closing the locations, it will save the company millions of dollars and benefit many stockholder groups and individuals, compared to keeping those stores open and benefiting fewer people. This logic is an example of the ___ approach.

utilitarian

Cherries on Top, a national ice cream shop, is struggling financially to keep up with the bigger chains. The top executives have decided to close all the stores in the Northeast and Texas, as that will give them an additional one million dollars to put into marketing. This executive is practicing the...

utilitarian approach

Four Seasons Lawn and Landscaping provides customers with quality and value, treats others as they want to be treated, and practices open communications with all stakeholders. These are part of their

values statement

The Publix chain of supermarkets has stated, "We will not knowingly disappoint you. If for any reason your purchase does not give you satisfaction, the full purchase price will be cheerfully refunded immediately upon request." This proclamation is Publix's

values statement.

Delux Technologies makes and sells only one product, a high-quality processor for mainframe computers. Delux was recently approached by Imagination Station, a large computer manufacturer, about purchasing their company. Imagination Station is engaging in

vertical integration.

A manager who is instructing his employee about work tasks is communicating _____.

vertically

Sandra, George, Jose, and Antwan are working on a project for a customer that is aimed at cutting the client's utility costs. The four members of this workgroup are located throughout the Southeast, and they are utilizing the phone, e-mail, and collaborative computing to complete this project. This workgroup is an example of a

virtual organization.

The owners of Everything Outdoors, a family-owned garden center in a rural community, are concerned over the news that a large retailer with a garden center is building a new store on the other side of town. According to a SWOT analysis, this new retailer is a(n) ____ to Everything Outdoors.

weakness

Beau said to a dear friend, "I am fed up with my company's continual disregard for human life and the environment. They just continue to secretly dispose of hazardous chemicals into a nearby stream. I don't know how they get away with it! I am going to tell somebody today." Beau's decision to tell somebody about his company's actions is an example of a(n) ______.

whistle-blowing