Chapter 9-12
When giving negative feedback to employees, supervisors should use _____.
"I statements" instead of "you statements"
The ways by which a supervisor administers discipline is dictated _____.
by company policies of an organization
Supervisors can help a Total Quality Management (TQM) effort succeed by behaving as if quality is important. Among TQM users, this commonly is called _____.
walking the talk
Which of the following ways to seek feedback from a listener should be avoided?
(b) Asking "Do you understand?"(c) Asking simple, yes-or-no questions
warning
* is unpleasant to hear but fulfills the important purpose of informing employees about the consequences of their behavior before more punitive measures are taken. What the problem behavior is What actions will be taken if an employee's behavior does not change How a problem behavior affects an organization How an when an employee's behavior is expected to change
Identify the researchers whose content theories of motivation are widely used. (Check all that apply.)
- Abraham Maslow - Frederick Herzberg - David McCleland
employees with problems employees who cause problems
- Employees who have money worries, home life issues, or mental health challenges. - Start fights or leave early
benchmarking
- Managers at all levels can evaluate their success in improving quality by comparing their processes and results with those at other departments and organizations. - identifying, learning, and carrying out the practices of top performers. - first referred to the practice of comparing the products and processes at one's own company with those that are the best in the world.
Identify a way in which supervisors can overcome the productivity constraint of management limitations.
- Set a good example, using resources wisely, done right the first time, well organized. - Communicate clearly and plan carefully. - Listen to employee ideas and concerns about improving productivity * They should show that they are interested in their department's productivity through their actions and words.
Black Belts
- act as liaisons with upper management. - Usually well-regarded and technically competent product or line personnel - Help the teams define problems and measure defects - Use statistics to analyze the reasons for defects - set priorities - develop and test a plan to solve each problem - Institute ongoing control measures to keep the problem from coming back. well-regarded
effective discipline
- act immediately - focus on solving the problem at hand - keep emotions in check - administer discipline in private - be consistent It can quickly bring about a change in an employee's behavior.
In the context of quality standards, identify the categories that are evaluated for the Baldrige Performance Excellence Program. (Check all that apply.)
- attitudes - appearance - service to patients - a commitment to co-workers (1) Leadership; (2) Strategy; (3) Customers, (4) Measurement, Analysis, and Knowledge Management; (5) HR focus; (6) Process management (7) Results.
Basic strategies for implementing total quality management (TQM)
- review criteria for quality improvement and then strive to meet those criteria. - make use of groups to recognize and solve problems
tactics involved in communicating from the audience's viewpoint
- understandable vocab - referring to shared experiences - addressing receiver's interests
Communication Process
1) sender of a message encodes the message 2) receiver decodes the message 3) receiver's feedback to the message is encoded and transmitted 4) sender to decode
Steps of the disciplinary process
1-oral warning 2-written warning 3-written reprimand 4-suspension without pay 5-demotion 6-termination of employment Warning/Suspension/Demotion/Dismissal
Identify an example of process control.
A city's park district asks its maintenance crew to suggest ways to keep its parks clean and attractive.
self-discipline
A discipline in which employees voluntarily follow the rules and try to meet performance standards
Average rate of return (ARR)
A percentage that represents the average annual earnings for each dollar of a given investment average annual earnings or savings/amt invested (cost)
Lean Process Improvement
A practice that considers any costs other than a cost that adds value for a customer to be wasteful and, hence, something to be eliminated
intrinsic reward
A reward that comes directly from performing a task A sense of increased self-esteem after accomplishing a challenging task
nondirective counseling
A supervisor helps an employee develop and change. An approach to counseling in which a supervisor primarily listens, encouraging an employee to look for the source of a problem and propose solutions, is known as
Identify a true statement about providing feedback to employees.
A supervisor should give employees feedback about their performance as employees need to know how well they are doing.
Directive Counseling
An approach to counseling in which a supervisor asks an employee questions about a specific problem most focused approach to counseling.
Identify a true statement about an employee involvement team in an organization.
An employee involvement team is most successful when every group member is eager to participate.
Lean manufacturing or production
Approach one: focuses on improving the flow of work through a production process. Any interruptions in flow indicate areas of quality problems. Approach two: Continually identifying and eliminating waste through the use of a variety of assessment, scheduling, and production control tools. *considers costs other than a cost that adds value for a customer to be wasteful and, hence, something to be eliminated
Offshoring
Arranging for lower-cost workers in other countries to handle jobs that have to be performed in the United States
downward communication
Because it conveys to employees what is expected of them When an employee is listening to instructions or an evaluation from his or her supervisor When someone sends a message to a person at a lower level
upward communication
Because it encourages employees to offer ideas occurs when a supervisor requests his or her manager for a raise in salary.
lateral communication
Because it ensures that the work of the supervisor's department is well coordinated with the work of other departments Socializing that takes place between supervisors in an organization
A salon chain unit managed by Andrew did good business and had high retail sales during the financial year. The salon chain's chief executive officer (CEO) decided to identify Andrew's salon as the "first salon" for comparisons, not only in terms of gross sales but also for efficiency in all areas of operations. Identify the concept used in this scenario.
Benchmarking
Sean, a supervisor at a printing press, schedules a meeting with a potential customer. Identify a way in which Sean can reduce misunderstandings when communicating with the customer.
By avoiding language that overshadows his meaning
How can supervisors treat employees as individuals by building a sense of cohesion and belonging?
By using team-building activities
achievement-power-affiliation theory
David McClelland's theory of motivation based on the assumption that people develop various needs through their life experiences every person has one of three main driving motivators: the need for achievement- he desire to do something better than it has been done before affiliation power- tries to influence others and seeks out advancement and responsibility.
positive discipline
Discipline designed to prevent problem behavior from beginning is known as
production bonus system
Employees may receive a basic wage or salary plus an incentive that consists of a payment for each unit made.
Identify a consequence of improved productivity of organizations in a country.
Employers tend to pay higher wages and salaries to productive workers.
letters
For formal communication outside the organization
Memos
For informal communication within the organization
Motivation
Giving people incentives that cause them to act in desired ways Motivation + Ability = Performance
Statistical Quality Control (SQC)
Looking for defects in parts, finished goods, or other outcomes selected through a sampling technique
rules for good listening
Make an effort to hear the main point and supporting points. Give a sign of encouragement when the speaker hesitates. Eliminate distractions and give the speaker full attention.
_____ theory of motivation assumes different people have different patterns of needs, whereas _____ theory of motivation assumes the same pattern of needs for all people.
McClelland's; Maslow's
Informal communication
Organizational communication that is directed toward individual needs and interests and does not necessarily follow the lines of the organizational chart Managers and employees alike discussing the performance of their favorite sports teams
Formal communication
Organizational communication that is work related and follows the lines of the organization chart Supervisors discussing their teams' performance with their managers
Identify a true statement about nonverbal messages.
People from different cultures have different nonverbal vocabularies.
Skinner's reinforcement theory of motivation
People keep doing things that have led to consequences they like, and people avoid doing things that have had undesirable consequences. reinforcement is more effective for long-term results. theory of motivation maintains that people's behavior is influenced largely by the consequences of their past behavior. Supervisors can encourage or discourage a particular kind of behavior by the way they respond to the behavior.
gossip
People use this form of communication to indicate what behavior is acceptable.
Match the dimensions of quality of goods or services (in the left column) with their descriptions (in the right column). Instructions
Performance- A product's primary operating feature Features- Supplements to a product's fundamental operating characteristics Aesthetics- The way in which a product feels, looks, tastes, and smells Serviceability- The ease and speed of repairing a product
Identify the areas that a supervisor needs to focus on when reinforcing high-quality performance in an organization. (Check all that apply.)
Process Product
formula for measuring productivity.
Productivity = Outputs/Inputs
Identify a typical compromise between maintaining privacy and sharing information in an organization.
Publishing pay ranges
_____ refers to an organization's efforts to prevent or correct defects in its goods or services or to improve them in some way.
Quality control
Which of the following should be met in order for money to work as a motivator for employees in an organization?
The employees must believe that they can attain the financial rewards offered by the organization.
job enrichment
The incorporation of motivating factors into a job
payback period
The length of time it will take for the benefits generated by an investment to offset the cost of the investment cost of new equipment/savings per year
rights of employees in the discipline process in an organization
The right to question management's statement of facts and to put forward a defense The right to appeal a disciplinary action The right to obtain progressive discipline The right to know the expectations of the job and the outcome of not fulfilling them The right to receive fair discipline based on facts The right to receive predictable management action for violating rules
Douglas McGregor's theory of motivation
Theory X- assumes that people wish to avoid responsibility and would prefer to be directed and that their primary need is for security. *autocratic leader Theory Y- focus on developing the potential of their employees. * democratic leader - refers to a set of management attitudes based on the view that work is a natural activity and that people will work hard and creatively to achieve objectives to which they are committed. -learns to seek responsibility and to be creative in solving organizational problems.
Identify a true statement about departmental work flow in a company.
When work levels are low in a department, the result is idle time.
piecework system
a pay plan that is often used to pay independent contractors, that is, people who are self-employed and perform work for an organization. pay plan that pays people according to how much they produce
Flextime
a scheduling option that allows workers to choose when they start and finish their workdays, as long as they complete the required number of hours is a policy that grants employees some leeway in choosing which 8 hours a day or which 40 hours a week to work.
To prevent information theft in an organization, the monitoring of employees needs to focus on the _____.
access to and retrieval of data
Samuel, a supervisor at a stockbroking firm, observes that Harold is highly-driven. Samuel asks Harold to work independently on projects. Based on McClelland's theory of motivation, Harold's need for _____ has been satisfied in this scenario.
achievement
discipline
action taken by a supervisor to prevent employees from breaking rules
The Baldrige Performance Excellence Program
an annual award administered by the U.S. Department of Commerce and given to the company that shows the highest quality performance in seven categories.
job sharing
an arrangement in which two part-time employees share the duties of one full-time job.
punishment
an unpleasant consequence given in response to undesirable behavior, which can be administered by a supervisor
rumors
are explanations, sometimes unfounded, for what is going on around the people in an organization This form of communication tends to circulate chiefly during crises and conflicts.
financial incentive
are referred to as the payments for meeting or exceeding objectives.
absenteeism
associated with physical health stressors According to recent research, psychological health stressors were not significantly associated with absenteeism.
The way to overcome communication barriers resulting from prejudices is to _____.
be aware of the assumptions one makes about people
To reduce and prevent misunderstandings caused by treating inferences as facts, a supervisor should _____.
be explicit with her or his inferences
insubordination
deliberate refusal to do what a supervisor asks blaming a supervisor when reprimanded employee performs poorly or breaks rules because he or she chooses to do so. An employee getting into arguments over many issues An employee spending most of a day socializing and joking around
Pygmalion effect
direct relationship between expectations and performance high expectations lead to high performance.
A supervisor can have a troubled employee if _____.
disciplinary action or counseling seems ineffective in resolving the employee's problem
Enforcing a zero tolerance policy on workplace bullying
ensures that no employee feels threatened or intimidated in any way in an organization.
When a supervisor sends a message, he or she _____.
expects a certain kind of response
When implementing behavior modification programs in organizational settings, a supervisor should punish employees publicly so that the punishment is effective.
false
implement behavior modification programs in an organization, a supervisor should
give various types of rewards to employees based on the quality of their performance
reinforcement
giving a desired consequence or ending a negative consequence in response to behavior supervisors want
grapevine
grapevine is important to supervisors because employees use it as a source of information. The path along which informal communication travels
profit-sharing plan
group incentive plan under which a company sets aside a share of its profits and divides it among employees
McClelland's theory of motivation considers _____, whereas Maslow's theory of motivation does not.
individual differences
Inference
is a conclusion drawn from the facts available. Statements using the words "never" and "always" are inferences.
ISO 9000
is a series of standards adopted by the International Organization for Standardization to spell out acceptable criteria for quality systems. certified, an organization is visited by independent audit teams. If the auditors determine that the key elements of the standards are in place, they issue a certification of compliance.
Job enlargement
is an effort to make a job more interesting by adding more duties to it.
noise
is anything that can distort a message by interfering with the communication process.
Communication
is best described as the process by which people send and receive information.
Feedback
is the way the receiver of a message responds or fails to respond to the message. Feedback may take the form of words or behavior.
research conducted by Alex Pentland and Benjamin Waber, when co-workers interact _____.
it prepares them to make important work-related decisions workers who interacted the most with their co-workers were the most productive
An objective of motivating employees is to
lead them to perform in ways that meet the goals of a department and an organization
learned helplessness
means that if employees are punished repeatedly for failing in some aspect of their work, these employees will eventually believe that they are unable to succeed at the job. psychologists have found that repeated punishment, or failure, can lead to an unhappy consequence
employee involvement team
meets on a regular basis to help achieve continuous improvement to develop solutions - identify quality problems - Select problems to focus on first - analyze problems and identify causes - identify possible solutions and recommend one - Mgmt approval - implementation - f/u on implementation
According to the National Safety Council (NSC), compared with employees with no substance use disorders, employees with substance use disorders _____.
miss almost 50 percent more days
Family and Medical Leave Act
organizations with 50 or more employees within a 75-mile radius must give employees up to 12 weeks of unpaid leave to care for a seriously ill child, parent, or spouse or if they themselves have medical conditions that prevent them from doing their jobs. employer must continue to pay an employee's health insurance premiums employer must guarantee that an employee will be able to return to his or her job after time off
Today's world is often called the information age because _____.
people are bombarded with information from multiple sources daily
A demotion acts as a relief for an employee when the employee _____.
performs poorly because a job was more than he or she could handle
Supervisors can combat biases in paying attention to messages by _____.
phrasing messages carefully to appeal to the receiver
Abraham Maslow's hierarchy of needs
physiological needs- Access to clean drinking water/ most basic need safety needs (security)- Job safety/a home in a safe neighborhood love and belonging (social)- Supportive colleagues/Companionship esteem- Pride in skillfully performing a craft such as glass blowing/acceptance/Respect self-actualization- Volunteer work at a nonprofit organization/The wish to live up to one's full potential/Membership in a religious organization/a greater interest in corporate social responsibility
An organization's focus to consider how to do things in a way that leads to better quality is known as _____.
process control
An organization that focuses on ways to improve a product itself uses
product quality control
When a city's park district considers ways to upgrade its playground equipment, it focuses on _____.
product quality control
The amount of results achieved by an organization for a given amount of inputs is known as
productivity
turnover
rate at which employees leave an organization * The degree to which employees feel supported by their organization directly influences their decision to stay or quit that organization.
Theory Z
refers to a set of management attitudes that emphasizes employee participation in all aspects of decision making. supervisors seek to involve employees in making decisions, consider long-term goals when making plans, and give employees relatively great freedom in carrying out their duties. Developed by William Ouchi
Counseling
refers to the process of learning about an individual's personal problem and helping the individual resolve it. Benefits: it gives the employees a sense that the organization is interested in their welfare The performance standards of employees increase. It is a cooperative process between a supervisor and an employee. It eases employees' worries. it improves the performance of a group as a whole
value
refers to the worth a customer places on what he or she gets (the total package of goods and services) relative to the cost of acquiring it.
Herzberg's two-factor theory of motivation
satisfaction results from the presence of motivating factors
When communicating emotionally charged issues and sensitive messages, supervisors should _____.
select a medium that will allow them to use nonverbal cues
counseling interview
starts with a discussion of what the problem is Consider solutions select a solution schedule f/u meeting an interview during which the interviewer helps the interviewee decide on a course of action
Jacob works at a manufacturing plant that produces spare parts for the automobile industry. He records the accuracy of the thread patterns on screws and bolts and plots this information on a control chart. This helps him monitor the production quality on an ongoing basis. In this scenario, Jacob is using _____.
statistical process control (SPC)
factors that contributes to workplace violence
stress employees at work undergo
Management by Objectives (MBO)
system provides rewards when employees meet or exceed the goals they have helped set for themselves.
A disadvantage of using letters and memos to communicate is that they both _____.
take a relatively long time to prepare and deliver
Statistical Process Control (SPC)
the application of statistical and analytical tools to control the inputs of a process. is a quality-control technique using statistics to monitor production quality on an ongoing basis and making corrections whenever the results show a process is out of control.
Victor Vroom's expectancy-valence theory of motivation
the strength of motivation equals the perceived value of an outcome times the perceived probability that a behavior will result in the outcome Based on employees' perceptions of rewards and whether they are able to achieve them Valence- Expectancy- refers to the perceived likelihood that a particular behavior will lead to a desired outcome. Instrumentality-refers to the perceived likelihood that a promised reward will actually be attained.
Content Theories of Motivation
theories that explain work motivation in terms of what arouses, energizes, or initiates employee behavior
When the sender of a message encodes the message, it means that the sender _____.
translates his or her thoughts and feelings into words, gestures, or facial expressions.
In the hierarchy of needs theory, Abraham Maslow assumes that people are motivated by _____.
unmet needs
By implementing _____ in an organization, employees and managers at all levels seek to build quality into every aspect of their work.
zero defects approach
active listening
Carl Rogers refers to hearing what a speaker has to say, understanding the facts and feelings a speaker is trying to convey, and seeking to then state what is understood. Effective when a supervisor demonstrates a genuine respect for employees a way for supervisors to help employees understand their situation, take responsibility, and cooperate
Outsourcing
Contracting with specialists to perform business functions
TQM (Total Quality Management)
Focusing the whole organization on continuously improving every business process so it satisfies customers Objective: meet or exceed customer expectations
tactics employed by supervisors to control costs or drive them down
In deciding which strategies to use to lower costs, supervisors should consider those that will appeal to higher-level management.
Identify a consequence of poor quality of production in an organization.
It becomes difficult to attract resources.
Listening
It means paying attention to what is being said and trying to understand the full message.
hearing
It means the brain is simply registering sounds.
detour behavior
It refers to tactics for postponing or avoiding work.
Identify a true statement about productivity.
It refers to the amount of acceptable work employees do for each dollar they earn.
downtime
It refers to the time during which employees or machines are not producing goods or services.
extrinsic reward
Recognition or compensation that is extraneous to the task accomplished An Olympic gold medal
Match the measures of the quality of goods or services (in the left column) with their descriptions (in the right column). Instructions
Reliability- The likelihood that a product will function smoothly and not break down during a specified period Conformance- The extent to which a product's design and operating features meet established standards Durability- The length of the life of a product Perceived Quality- A customer's impression of the quality of a product
Identify the major process theories of motivation.
Skinner's reinforcement theory Vroom's expectancy-valence theory
Telecommuting
Some employees can and want to work from home, keeping in touch by means of computer and telephone lines.
Compressed workweek
Some employees work more hours on fewer days allowing more days off.
In the context of the quality of services or goods, match the quality improvement methods used in an organization (in the left column) to their descriptions (in the right column). Instructions
Statistical quality control- Looking for defects in outcomes selected through a sampling technique Statistical process control- Using statistics to monitor production quality during a production process Zero-defects approach- Employees delivering such high quality that goods and services are free of problems
guidelines for quality control
Supervisor is responsible for setting quality standards as well as communicating and enforcing them. - Characteristics of effective objectives detailed - Should be written, measurable, clear, specific, and challenging but achievable. - Must reflect what is important to the client * Quality control should include a prevention program to keep defects from occurring. * It is more efficient to design and build quality into a product than to try to improve the product later.
common element of most motivation theories.
Supervisors must consider individual differences in designing rewards.
Identify a true statement about statistical quality control.
The quality of a sample describes the quality of the entire lot.
Zero-defects approach
The quality-control technique where an organization works toward making its goods and services free of problems.
Identify true statements about written communications such as e-mail or reports. (Check all that apply.)
They are best suited to send and receive complex messages. They are best suited to send and receive objective messages.
Which of the following are true of process theories of motivation?
They concern the mechanism involved in motivation.
Why is it necessary for employees in an organization to care about quality?
To maintain or enhance the organization's reputation
Six Sigma
Using a formal process in which teams study processes and correct problems to limit defects to 3.4 per million operations refers to a process-oriented quality-control method designed to improve the product or service output to 99.9997 percent perfect.
In an organizational context, which of the following is most likely to cause problems related to misunderstandings?
Using words that attribute characteristics to another person
Identify a result of the poor quality of production in an organization.
Wasted time and materials
Gamification
Way to motivation employees
perceptions
When the sender and receiver of a message make assumptions about each other and the message on the basis of their experiences and values ways people see and interpret reality
gainsharing program
a group incentive plan in which an organization encourages employees to participate in making suggestions and decisions, then rewards the group with a part of improved earnings. Org can inspire: By granting financial rewards By making the employees feel they play a crucial role as part of a team
Supervisors can help encourage self-discipline by _____.
communicating the reasons for the rules and performance standards
For communication to work, it is important to ensure that people are _____.
decoding messages as well as sending them
Poor-quality work in an organization can lead to _____.
high costs
The easiest way to get feedback is to send a(n) _____.
oral message
Quality improvement directed toward value begins when an
organization's employees determine the needs and wants of customers through communication
Supervisors often use _____ as documentation of the need for disciplinary action against an employee.
past performance appraisals
commissions
payment linked to the amount of sales completed.
While administering discipline, a supervisor should distinguish between discipline and _____.
punishment
overhead
refers to expenses not related directly to producing goods and services.
The type of treatment program for troubled employees depends on the _____.
size of an organization