Chapter 11: How to maintain relationships wit your emplooyees and their representatives

flextime

A schedule that allows workers to choose work hours that fit their particular needs.

Match the factors based on which the activities of a formal organization can be categorized into small workable groups

Area served Metropolitan, suburban, or rural Project being managed Constructing an office or a shopping mall in a special economic zone Types of customers served Industrial, commercial, institutional, or governmental

Identify the steps that should be taken by businesses to handle employee complaints.

Assuring the employees that their complaints will not put their employment at risk Establishing an easy process for employees to present their complaints

How can an orderly and disciplined environment be achieved in a small business? (Check all that apply.)

By imposing discipline on employees By encouraging employees to exercise self-discipline

Identify the characteristics of effective communication among owners, employees, customers, vendors, and others while coordinating their work. (Check all that apply.)

Complete Clear

Identify the progressive methods that can be implemented to motivate employees in small businesses. (Check all that apply.)

Flextime Variable work schedules Job splitting Zero-defects programs Job sharing

On the basis of which of the following factors can the activities of a formal organization be categorized into small workable groups? (Check all that apply.)

Function performed Process used

Marvin, the owner of a small business, wants to establish a disciplinary system to control the behavior of employees who violate rules. How can Marvin establish a disciplinary system that meets union and legal guidelines? (Check all that apply.)

He must set definite rules and see that all his employees know them. He must provide employees with an opportunity to explain their behavior. He must collect appropriate facts about the violations.

In the context of small businesses, identify the problems that can result from substance abuse. (Check all that apply.)

Increased medical expenses Insubordination Absenteeism

the following statements is true of the National Labor Relations Board (NLRB)?

It acts as the labor court and investigates charges of unfair labor practices, prosecutes cases, and issues complaints.

In the context of small businesses, identify the true statements about job enrichment. (Check all that apply.)

It allows employees to trade jobs with each other. It helps employees learn new and related skills.

informal organization

It involves the interpersonal connections that arise on and off a job.

In the context of small businesses, identify a true statement about the zero-defects approach.

It is based on the assumption that employees will do a good job if they are permitted to.

true statements about an organization chart used in small businesses.

It is useful in establishing current relationships in a business. It is useful in planning future developments of the businesses.

In the context of the laws governing union-management relations in the United States, identify a true statement about a union shop clause.

It requires employees to join a recognized union within 30 days after being hired.

the following is true of judicial due process in a small business?

It should differentiate between major and minor offenses.

Identify the private sources of information and advice for small business owners for the agreements they sign with a labor union. (Check all that apply.)

Labor relations consultants Trade associations

the following factors aggravates work-related stress?

Little control over work environment

he following factors are determined on the basis of an employee's performance appraisal?

Merit salary increases Layoffs Transfers

job sharing

Occurs when two people share the same job

Identify the categories under which most counseling needs in small businesses fall. (Check all that apply.)

Personal problems Employee complaints Job-related activities

he following factors serve as barriers to communication in small businesses?

Poor listening The imprecise use of language

five topics to address with employees

Reasons for being in business growth goals product goals people involvement Ethics statement

Leah, the owner of a small advertising agency, wants to encourage fresh college graduates to work for her company. Which of the following steps should Leah take to motivate potential employees? (Check all that apply.)

She may consider offering them a signing bonus. She should provide them with pleasant working conditions.

Barbara's job requires her to communicate with the external sources of her company on a daily basis. However, her supervisor is unsatisfied with her ability to communicate effectively. Which of the following steps should Barbara take to improve her communication skills? (Check all that apply.)

She should clarify her ideas and consider the environment in which the communication occurs. She should carefully listen to the messages she receives from the people with whom she interacts.

Medina, the owner of a small business, realizes that most of her employees who received poor ratings in the previous performance evaluation period do not feel motivated to work. In this situation, what should Medina do to motive her employees and improve their performance? (Check all that apply.)

She should publicly recognize a job well done. She should consider giving them more responsibility.

the following job-related areas need counseling in small businesses?

Stress Retirement and termination Health and Safety discipline

Identify the assumptions on which an employee's performance appraisal is based. (Check all that apply.)

The employee's work performance is measurable and identifiable. The employee has personal abilities and qualities to perform a job.

what should be ensured by a business after signing an agreement with a union?

The managers should be thoroughly briefed on its contents and implications.

Which of the following situations indicate organizational trouble in small businesses? (Check all that apply.)

The owner of a bookshop realizes that the administrative expenses of his small bookshop are rising more rapidly than its sales. The owner of a dry cleaning business holds too many meetings with her employees on a daily basis resulting in a waste of time and money.

Ann, a designer in a boutique, complains to the owner of the boutique about a manager who insults her repeatedly before her coworkers for no legitimate reason. How should the owner handle Ann's complaint? (Check all that apply.)

The owner should listen to the complaint patiently and deal with it promptly. The owner should carefully analyze the complaint before taking a decision

true statement about performance appraisals.

They can be used for taking disciplinary actions against an employee.

the following should small businesses do when counseling employees in job-related areas?

They should counsel employees on the necessity for safe operations.

the following should small business owners do while preparing for negotiating an agreement with a union?

They should develop a carefully researched proposal well ahead of the first bargaining session. They should obtain facts about the issues before sitting down at the bargaining table. They should collect information on other contracts in the local area as well as in the industry.

e true statements about quality circles in small businesses.

They take advantage of employees' creativity and innovativeness. They get employees involved in finding out ways to improve quality and output.

Why is motivation usually used by managers in businesses

To retain good employees To enhance the performance of employees To attract potential employees

methods used by small businesses to motivate employees

Variable work schedule It permits employees to work at times other than the standard work week of five 8-hour days. Flextime It allows employees to schedule their own hours as long as they are present during certain required hours, called core time. Job splitting It involves dividing a single full-time job into distinct parts and letting two or more employees do the different parts. Job sharing It involves a single full-time job being performed by two or more employees, with one worker performing all aspects of the job at one time and the other worker doing it at another.

quality circles (QC)

a small group of employees who work voluntarily on company time, typically one hour per week, to address work-related problems

leadership

ability of one person to influence others to attain objectives.

the steps involved in the process of communication

an idea is generated by a source an idea is converted into symbols, words, and body movements an idea is sent to a receiver as a message the symbols of a message are picked up by a receiver a receiver retranslates the symbols of a message back into an idea a receiver sends feedback to the sender of a message

In small businesses, the negotiation step of bargaining with a union is critical because _____.

anything given away is difficult to take back

delegation

assigning responsibility to subordinates for doing certain activities, giving them the authority to carry out the duties, and letting them take care of the details of how the job is done

zero-defects approach

based on getting workers to do their work "right the first time"

positive discipline

deals with an employee's breach of conduct by issuing an oral "reminder" (not a reprimand), then a written reminder, followed by a paid day off so the employee can decide if he or she really wants to keep the job. If the answer is "yes", the employee agrees in writing to be on his/her best behavior for a given period of time.

management prerogatives clause

defines the areas in which you have the right to act freely as an employer, without interference from the union

When delegating work to subordinates, managers in small businesses should _____.

delegate sufficient authority to them to help them carry out their responsibilities

When evaluating an employee's performance, the employer should _____.

determine which personal qualities of the employee define his or her behavior on the job

Managerial motivation is difficult to use in businesses because _____.

different purposes for motivating employees require different incentives

job splitting

dividing a single full-time job into distinct parts and letting tow (or more) employees, with one worker performing all aspects of the job at one time and the other worker doing it at another time.

Job enrichment

emphasizes giving employees greater responsibility and authority over their jobs as the best way to motivate them.

cross-functional team

formed to monitor, standardize, and improve work processes that cut across different parts of the organization, to develop products, or to otherwise address issues calling for broad representation and expertise.

According to the _____ concept, termination of employees must be reasonable and not arbitrarily or indiscriminately applied.

good faith and fair dealing

counselling

helps to provide people with an understanding of their relationships with their supervisors, fellow workers, and customers.

Human relations

interactions among people in an organization

judicial due process

involves (1) establishing rules of behavior, (2) setting prescribed penalties for violating each rule, and (3) imposing the penalty(ies) only after determining the extent of guilt.

organizing

involves determining the activities needed to achieve the firm's objectives.

discipline

involves fairly enforcing a system of rules and regulations to obtain order

Specialization

involves using employees to do the work they are best suited for.

motivation

is the inner state that activates a person, including drives, desires, and/or motives

When stress becomes great enough, it can result in _____, which is physical or mental depletion to a level significantly below an individual's capable level of performance.

job burnout

leading

management function of getting employees to do what you want them to do, by Communicating with, Motivating, and Disciplining them.

employment at will

means that employers may hire or fire workers with or without cause

problem-solving teams

meet for an hour or two a week to discuss ways to improve quality, efficiency, and the work environment

Glenn has been working for five years in a small business with a high attrition rate. To ensure that Glenn continues working for the business, his current employer should _____.

offer additional employee benefits to Glenn

variable work schedules (flexible work arrangements)

permits employees to work at times other than the standard work week of five 8-hour days

performance appraisal

process of evaluating workers to see how well they are performing

communication

process of transferring meaning- that is, ideas and info- from one person to another, is your number one job.

organization chart

shows the authority and responsibility that exists in business

In preparing for negotiating an agreement with a union, the owner of a small business should _____.

study the complaints, disciplinary actions, and other key matters that arose before the union's entry

self-managing work teams

take over some managerial duties, such as work and vacation scheduling, hiring new members, and ordering materials

In the context of communication in small businesses, the transfer of meaning is sometimes ineffective because _____.

the messages of higher-status people are considered to be more credible than those of lower-status people

line organzation

the owner has a direct line of command over employees

communication process

the steps between a source and a receiver that result in the transfer and understanding of meaning

True or false: Job burnout is a major cause of absenteeism and work site antagonisms.

true. When stress becomes great enough, it can result in job burnout. Stress of such intensity is a major cause of absenteeism and work site antagonisms.

When the employees of a small business want to unionize, the owner of the business should _____.

understand that it is because the employees believe they need the protection the union provides