MGMT 371 final ( Review)

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Which statement about controls in terms of global management is​ correct?

The variation of technology available in different countries affects what control methods a manager uses.

Which of the following sentences is true about communication in customer​ service?

There are three components in any service delivery process

Which of the following statements about taking managerial action is​ correct?

When performance variations occur because of unrealistic​ standards, then the standard should be corrected.

Which of the following questions is LEAST relevant when a manager needs to determine the best communication​ method?

Which method is the most popular one being used by other​ senders?

Elena has been absent without excuse twice during the past month.​ Elena's manager meets with Elena to determine the reason for her poor attendance. This is an example of​ ________.

a basic corrective action

Human resources issued a written workplace romance policy that forbids personal relationships between employees of significantly different rank within the organization. This was issued prior to any dating relationships in the organization. This policy is an example of​ ________.

a feedforward control

Good communication is an essential part of all of the following EXCEPT​ ________

agreeing with the​ communicator's message

The process of determining who is the​ best, who sets the​ standards, and what those standards​ are, is known as​ ________.

benchmarking

All of the following are characteristics of dysfunctional work environments that contribute to the problem of workplace​ violence, EXCEPT​ ________.

challenging job assignments

Management by walking around is a​ ________ control.

concurrent

​Marco, a​ first-line manager at Carson​ Industries, frequently interacts with his subordinates on the manufacturing line to make sure work is being done appropriately and to correct problems quickly. Which type of control does Marco most likely​ use?

concurrent control

In response to some recent customer complaints about poor​ service, Francesca prepares a training presentation and manual for customer service representatives that outlines expected behaviors and the consequences of infractions. This best demonstrates the​ ________ function of communication.

control

The balanced scorecard approach provides top management with a comprehensive view of organizational performance via four​ indicators: people/innovation/growth​ assets, financial, internal​ processes, and​ ________.

customers

Which component of the communication process is defined as the receiver retranslating the​ sender's message?

decoding

Elena has been absent without excuse twice during the past month. Her manager calls her into his office and issues a written​ warning, advising her that another unexcused absence will result in immediate termination. This is an example of​ ________.

disciplinary action

In a service profit​ chain, the service sequence is from​ ________.

employees to customers to profit

Of the following methods of​ communication, which has the highest​ confidentiality?

face-to-face

​Raj, a​ manager, needs to make major changes to the job of his​ assistant, Drew. Drew will now be required to work a longer shift and take on many additional tasks and projects. Which communication method would be best for Raj to​ use?

face-to-face

Eugene wants to control the workplace by preventing problems before actual work activities take place. The kind of control he is looking for is​ ________.

feedforward control

Every morning before the start of the​ shift, Tom and his automotive service team at a large auto dealership have a​ five-minute "stand-up" meeting to make sure everyone knows which vehicles are scheduled for service and approximately how long each service appointment should​ last, and to identify any potential trouble spots. This would best be described as​ ________.

feedforward control

Downward communication​ ________.

flows from a manager to employees

Organizational effectiveness is a measure of​ ________.

how appropriate organizational goals are and how well they are achieved

A stamping machine begins turning out components that are out of tolerance. The manager removes the machine from service to ensure that more defective components are not produced and notifies maintenance to repair the machine. This is an example of​ ________.

immediate corrective action

All of the following are true about formal and informal communication EXCEPT​ ________.

informal communication is defined by the​ organization's structural hierarchy

The communication process is susceptible to​ noise, which​ ________.

interferes with understanding

Communication includes both​ ________ communication between two or more people and​ ________ communication, which involves systems of communication in a company.

interpersonal; organizational

Ethical communication​ ________.

is​ complete, true, and not deceptive

All of the following are elements of the interpersonal communication process EXCEPT​ ________.

jargon

Which of the following has contributed to the escalating problem of employee theft in all kinds and sizes of​ organizations?

loose financial controls at start-ups and small companies

Which of the following is NOT one of the areas evaluated when using the balanced scorecard​ approach?

management

At Nicoh​ Enterprises, assembly line workers​ half-jokingly call shift leader Madeline the​ "firefighter." She can always be found on the​ floor, talking with the​ workers, solving​ problems, or just observing. This is best described as​ _______

management by walking around

The control process involves all of the​ following, EXCEPT​ ________.

measuring actual performance B. addressing inadequate standards C. comparing actual performance to a standard D.*** creating performance standards Your answer is correct.E. correcting performance deviations

Control is best described as the process of​ ________.

monitoring, comparing, and correcting the performance of work activities

Drew is distracted from the​ professor's lecture because his girlfriend keeps sending him text messages about their weekend plans. This is an example of​ ________ in the communication process.

noise

​________ communication consists of messages sent outside of the written or spoken word.

nonverbal

The measure of how appropriate organizational goals are and how well those goals are being met is referred to as​ ________.

organizational effectiveness

Productivity is defined as the formula of​ ________ divided by inputs for a specified period of time.

outputs

Feedback control is​ ________-oriented, whereas feedforward control is​ ________-oriented.

past;future

Jill wants to improve her ability to convince her subordinates to change their behavior in the workplace. Which skill is most relevant to​ this?

persuasion skills

An effective control system serves as an essential link back to​ ________.

planning

Which term refers to the amount of products generated divided by the inputs necessary to create that​ output?

productivity

Return on investment is an example of​ a(n) ________ ratio.

profitability

Which skill involves an understanding of written sentences and paragraphs in​ work-related documents?

reading skills

Information technology​ (IT) has affected managerial communication in all of the following ways EXCEPT by​ ________.

requiring employees to be at their desk to communicate with others in the organization

Electronic media consists of​ ________, email, and instant messaging.

social media

UPS conducts a random check of mileage for each of its delivery vehicles and compares how many miles a truck was driven versus the number of miles calculated for the​ driver's route to determine if there is significant variation between the two. What step of the control process does this​ represent?

step 2

The informal organizational communication network is best defined as​ ________.

the grapevine

UPS calculates that a driver will drive approximately 140 miles on an assigned route.​ However, recognizing that the driver may have to make changes due to​ traffic, road​ construction, or​ detours, mileage will not be flagged for further investigation if it is not less than 120 miles nor more than 160 miles. This is an example of​ ________.

the range of variation

You are planting seeds in a vegetable garden. According to the instructions on the seed​ packet, the seeds should be placed​ 12" apart.​ However, you would be content if the seeds were within an inch of that measurement on either end​ (i.e., between​ 11" and​ 13" apart). This is an example of​ ________.

the range of variation

The interpersonal communication process begins with​ ________.

the sender

According to the​ text, communication is​ ________.

the transfer and understanding of meaning

Communication is the transfer and​ ________ of meaning.

understanding

During which stage in the process of transforming inputs into finished goods and services would concurrent control be​ used?

when production is being carried out

George wants to get better at communicating effectively using email. Which skill is most relevant to​ this?

writing skills

The three approaches to control are​ ________.

​feedforward, concurrent, and feedback

Which of the following is true about organizational communication​ networks?

. Communication networks are formed when vertical and horizontal flows of organizational communication are combined into a variety of patterns.

The motto of the Three​ Musketeers, "all for one and one for​ all," meaning that all group members support each​ other, illustrates​ _______. A.group cohesiveness B.groupthink C.norms D.social loafing E.task interdependence

A

​Frank's team went through some early conflict when people were trying to sort out their​ roles, but they are beginning to develop some camaraderie with one another.​ Frank's team is in the​ _______ stage of group development. A.norming B.adjourning C.storming D.performing E.forming

A

​_______ conflict focuses on what needs to be​ done, whereas​ _______ conflict focuses on how it gets done. A.​Task; process B.​Process; relationship C.Functional; dysfunctional D.Process; task E.​Relationship; process

A

​_______ conflict refers to disagreements about how the work should get done. A.Process B.Functional C.Relationship D.Interpersonal E.Task

A

A work team that uses technology to link physically dispersed members in order to achieve a common goal is referred to as​ a(n) _______. A.​problem-solving team B.virtual team C.​cross-functional team D.self-managed work team E.informal group

B

Colette leaned over to her colleague during a committee meeting and​ whispered, "I​ don't agree with this​ approach." Her colleague simply​ replied, "Don't make waves. If you say something​ now, we'll be here for another two hours. Just go along with​ it." This is an example of​ _______. A.group cohesiveness B.groupthink C.role conflict D.a norm E.social loafing

B

Jacquie and her colleague disagreed about how to approach a project.​ Finally, Jacquie​ said, "I give​ up, we'll do it your​ way." Jacquie's approach illustrates​ a(n) _______ conflict management technique. A.compromising B.accommodating C.avoiding D.forcing E.collaborating

B

Leslie burst into her​ manager's office and​ complained, "I just​ can't work with​ Ciera! She's rude and​ opinionated, and​ I'm sick of her complaining about how much work she has to​ do." This is an example of​ _______ conflict. A.process B.relationship C.task D.functional E.procedural

B

The final project in​ Brent's management class is a group research paper. He likes group work because he knows that even if he​ doesn't do much work on the​ paper, the other members will probably pick up the slack so that they​ don't get a bad grade. This is an example of​ _______. A.process conflict B.social loafing C.norms D.groupthink E.group cohesiveness

B

Which conflict management style is characterized by a low degree of cooperativeness but a high degree of​ assertiveness? A.Avoiding B.Forcing C.Compromising D.Collaborating E.Accommodating

B

Which of the following characterizes a work team rather than a work​ group? A.Work is done individually. B.Leadership is shared. C.Members are accountable only to themselves. D.One leader is clearly in charge. E.Work is decided upon by the group leader and delegated to individual group members.

B

When does feedforward control take​ place?

Before a work activity occurs

If group cohesiveness is high and the alignment of the group and organizational goals is​ high, which of the following would you expect to​ see? A.Moderate increase in productivity B.Decrease in productivity C.Strong increase in productivity D.Significant decrease in productivity E.No significant effect on productivity

C

The college formed a group of faculty​ members, current and former​ students, area​ employers, and community leaders to study student retention and completion rates and identify strategies for increasing graduation rates for students. This group is an example of​ a(n) _______. A.virtual team B.​problem-solving team C.task group D.informal group E.cross-functional team

C

The stage of group development that involves getting oriented and acquainted is referred to as the​ _______ stage. A.storming B.norming C.forming D.performing E.adjourning

C

Which of the following is true about how wireless capabilities have affected communication in the​ workplace?

Cell phones are being utilized as work tools.

The second step of the control process primarily involves​ ________.

Comparing actual performance against the standard

Which statement about control is most likely​ FALSE?

Control provides managers with assurance that activities will proceed as planned.

Which of the following statements concerning control systems is​ correct?

Control systems are especially important in​ today's environment because they help protect the organization during​ disasters, scandals, and other disruptions.

What are the four major functions of​ communication?

Control, motivation, emotional​ expression, and information

Which statement about corporate governance is​ FALSE?

Corporate governance issues and reforms are limited to U.S. corporations

Jason tries to avoid conflict at all costs. He is very uncomfortable when any hint of conflict emerges and is convinced that conflict is destructive and caustic and diverts the​ group's attention from the task at hand. It would appear that Jason has​ a(n) _______ view of conflict. A.utilitarian B.interactionist C.consequential D.traditional E.human relations

D

Team leaders or managers should encourage constructive criticism and seek other perspectives to help a team avoid​ _______. A.norms B.functional conflict C.Social Loafing D.groupthink E.cohesiveness

D

Which of the following allows employees to​ plan, organize, and control their work activities with little or no direct involvement of a​ higher-level supervisor? A.Virtual team B.Command group C.Cross-functional team D.Self-managed work team E.​Problem-solving team

D

Which view of conflict suggests that conflict is a natural occurrence in all groups and organizations and may actually enhance a​ group's performance? A.Traditional view of conflict B.Utilitarian view of conflict C.Consequential view of conflict D.Human relations view of conflict E.Interactionist view of conflict

D

​Andrea's team is​ "running on all​ cylinders." Members trust each other and are mutually committed to the​ team's goals. They not only appreciate each​ other's differences, but are able to work together in such a way that they capitalize on those differences.​ Andrea's team appears to be in the​ _______ stage of team development. A.forming B.adjourning C.storming D.performing E.norming

D

​Toni, a business professor at a private​ university, is a member of the Distance Learning​ Committee, which is composed of faculty members from different disciplines within the university. This​ committee's purpose is to improve the effectiveness of online courses at the university. This committee is most likely an example of​ a(n) _______. A.informal group B.​cross-functional team C.​self-managed work team D.​problem-solving team E.virtual team

D

Which statement about using disciplinary actions is​ correct?

Disciplinary actions are typically difficult for those involved in the process.

A group formed by people seeking friendship or pursuing common interests that has no official leader or specific organizational goals is referred to as​ a(n) _______. A.​cross-functional team B.​self-managed team C.command group D.formal group E.informal group

E

Caitlyn has been a member of the annual auction committee for the humane​ shelter, but the auction has ended and the team is​ disbanding, at least until next year. This illustrates the​ _______ stage of group development. A.performing B.forming C.storming D.norming E.adjourning

E

If group cohesiveness is​ _______ and there is​ _______ alignment of group and organizational​ goals, productivity is not significantly affected. A.​high; low B.​high; high C.​low; high D.moderate; high E.low; low

E

The executive staff at a manufacturing company has a major disagreement regarding a major capital expenditure. The manufacturing manager believes that it is essential for the company to replace its wave solder equipment. Other staff members feel that the project should be put off for at least another 2dash-3 years and the funds should be diverted to a new marketing campaign. This is an example of​ a(n) _______ conflict. A.interpersonal B.procedural C.process D.relationship E.task

E

Workers at a small factory have an unspoken​ "rule" that no worker moves faster than the assembly line so that management​ can't speed up the line. This is an example of​ _______. A.groupthink B.status C.social loafing D.process conflict E.a norm

E

What is a potential psychological drawback of an employee being constantly accessible to an employer due to​ IT?

Employees staying involved in work even during their off hours

Which of the following would LEAST likely be used by managers to measure and report actual​ performance?

Feedforward control

​________ ratios are indications of an​ organization's ability to pay its​ short-term debts.

Liquidity

Which of the following is true concerning financial​ controls?

Liquidity ratios measure a​ company's ability to meet its​ short-term debt​ obligations; they do not determine whether assets are being used efficiently.

Which statement about managing an​ organization's knowledge resources is most likely​ FALSE?

Managers do not need to consider the emotional impact of communication.

Which of the following is the first step in the control​ process?

Measuring actual performance

Which statement regarding performance feedback is​ FALSE?

Performance feedback is most effective when the one party dominates the conversation.

Which of the following is a recommended feedforward control for workplace​ violence?

Provide EAPs to help employees with behavioral problems.

What is one of the primary challenges of managing communication in a digitally connected​ world?

Security issues

Which skill involves the ability to communicate information through talking so others can​ understand?

Speaking


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