MGMT3000 Exam 2 Practice Questions simoon, Management 3000 (Online Exam 2)
Cognitive
"I believe"
Affective
"I feel"
Behavioral
"I intend"
When it comes to learning from failure in the innovation process, Pixar President Ed Catmull said,
"Mistakes are inevitable consequence of doing something new and should be seen as valuable."
Need for affiliation
"i need close relationships"
Need for achievement
"i need to excel at tasks"
Compensation
(1) wages or salaries, (2) incentives, (3) benefits
Benefits of Telecommuting
- reduce capital costs - increase flexibility and autonomy for workers - provides competitive advantage when recruiting - increase job satisfaction - increase productivity - ability to tap into nontraditional workers
Five steps in the learning and development process
1. Assessment (Is learning and development needed?) 2. Objectives (What should learning and development achieve?) 3. Selection (Which learning and development methods should be used?) 4. Implementation (How should learning and development be effected?) 5. Evaluation (Is the learning and development working?) -Back to step 2
Selection process
1. Background information 2. Interviewing 3. Employment tests
Reducing turnover
1. Base hiring on values 2. provide post-hiring support based on onboarding 3. focus on enhancing employee engagement 4. Incorporate realistic job previews 5. offer employee benefits
How companies can foster innovation
1. Create an innovation strategy 2. Get commitment from top managers 3. Foster an innovation culture and climate 4. establish the required structure and process 5. Obtain the necessary human capital 6. Institute the necessary human recourses policies, practices, and procedures 7. Obtain the appropriate resources
Structured Interview
Asking each applicant the same questions (situ, beh.)
Integrity tests
Assess attitudes related to a person's honesty, dependability, trustworthiness, reliability, behavior
Demarcus' department's productivity is being reviewed by upper management after a sharp decrease from last year's levels.
Assessment
Valence
At this time in his life, Mateo would rather have more time off than he would a bonus check, Thu could care less about meeting her goals this quarter because the reward is a $500 Omaha Steaks gift card and Thu is a vegetarian
Which of the following is NOT one of the five steps in the learning and development process?
Attendance
negative reinforcement
Behavior is more likely to be repeated because they do not enjoy when they engage in behavior, supervisor continually reminds an employee and is annoying/tiresome
"I'm going to buy a Ford to support the U.S. auto industry" is an example of which component of attitude?
Behavioral
Firings
Being terminated/dismissed permanently "for cause"
Sam has worked for many years for her company. A few more years and she can look forward to collecting her monthly pension check.
Benefits
Last week you observed the company's senior VP, Lan, at a regional meeting. You were surprised that she fidgeted a lot with her hands during conversations with people. You thought this made her look nervous and unsure of herself.
Body movements and gestures
Rajiv keeps his hands either at his side or clasped behind his back when speaking with colleagues. He isn't sure why people don't respond to him with the same warmth that he feels toward them during conversations.
Body movements and gestures
________ is the model that requires a manager to assess her own leadership orientation and the level of her situational control.
Fiedler's contingency model
Of the following, which medium is the least rich?
Flyer on bulletin board
diversity wheel
Four layers 1. Personality 2. Internal Dimensions 3. External Dimensions 4. Organizational Dimensions (management status, union affiliation, work location, etc)
______ is NOT one of the three types of formal communication
Grapevine
Ivy knew she would like her blind date as soon as she saw him, because of the way he dressed.
Halo Effect
Orientation
Helping the newcomer fit smoothly into the job and the organization
All of the following are informal aspects of the workplace EXCEPT
Hierarchy
Lawrence and Lorsch found that highly differentiated firms were successful if they had ________blank levels of integration.
High
The article emphasizes that organizations must invest substantially in __________, which consists of the activities managers perform to plan for, attract, develop, and retain an effective workforce.
Human resource management
When thieves use your name and good credit rating to get cash or buy things, they are engaging in
Identity theft
Melba is charged with deciding whether to have learning and development classes conducted during the workday or to have learning and development outside of work.
Implementation
Zeb met with five potential new assistants over the course of the last week. He couldn't explain why, but he knew he had a great feeling about three of them and didn't care for the other two. One of Zeb's coworker's pointed out that the three he liked shared Zeb's gender and race, and the two he didn't care for did not.
Implicit Bias
Before asking you to take on a particularly difficult and thankless assignment, your boss spends a few minutes praising all of your recent successes at work.
Ingratiating tactics
Increasing employee psychological empowerment requires four kinds of behaviors, including all of the following EXCEPT
Inspiration
The ASPCA influences consumers to donate by showing heart wrenching commercials that feature animals in shelters.
Inspirational appeals
At his review last year, Lucas was promised a 20 percent raise if he met his production goals. Raises were included in today's paychecks, and although Lucas has met all of his goals, he received only a cost-of-living raise. In the future, Lucas' ________ will probably be
Instrumentality; low
Openness to Experience
Intellectual, imaginative, curious, broad-minded
Franz wants to balance the strategic triangle for his company. To do this, he must consider the company, the customer, and the
Competition
Mariana is your company's head of governmental reporting. It is critical that her reports be submitted on time and accurately, otherwise the company could face stiff penalties.
Conscientiousness
Which type of goal is better for jobs that require creativity and taking a problem-solving approach?
Learning goal
________ power is power managers have resulting from their formal positions within organizations.
Legitimate
Lina worked her way up the ladder and was eventually made President of the International Division. This established her formal position of authority in the organization.
Legitimate power
You didn't earn as much bonus money as you think you should have, so you speak to your boss and remind him about the company policy regarding how much money you should have earned based on your performance this past year.
Legitimating tactics
Punishment
Less likely to be repeated because person got something they didnt want, ex) arrive late and lose airplane seat
Hygiene Factors
Lower-level needs, related to job content & working conditions, related to dissatisfaction, interpersonal relationships
Expectancy
Lucy wants to attend training before she takes on a new job role, Darius isn't confident about tackling a new project because he's not at all familiar with the software platform
Performance Appraisal
Management process that consists of (1) assessing an employee's performance and (2) Providing him or her with feedback
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
Logan is newly married and expecting a baby. He likes to work out and eat healthy foods and he prefers to live in Florida, Perla graduated with a master's degree in business administration from Harvard University. When she's not working, Perla likes to windsurf and skydive
External dimensions
Undocumented immigrants make up about 20 percent of the U.S. workforce.
False (5%)
Unstructured Interview
May provide a more accurate assessment of an applicant's job-related personality traits, each conversation is different, ordinary, and informal, bias and overly subjective, legal action
The First Six Months
May take 2-24 months for an average employee to be fully productive, critical to how one performs over the long haul because that's when the psychological patterns are established
drivers
Measurements of the balanced scorecard that predict future success
Ramon lives in a rural area where cell service is spotty at best. While he enjoys his life away from the hustle and bustle of the city, the lack of cell service makes it difficult for him to conduct sales calls during his commute.
Medium barrier
According to Fiedler's contingency model, ________ situation control favors a leader who is ________-oriented.
Moderate; relationship
Quentin has a discussion with his supervisor about how sales are going and whether or not it looks like he will make this year's budgeted sales figures.
Monitor and Evaluate Performance
Rashan is the director of your advertising department. Your company creates all of its own ads for your products. It is up to Rashan to conceive of creative and imaginative ad ideas.
Openness to experience
Keisha is a top manager at BlueCross BlueShield and, as an employee for more than 30 years, she has seniority over most of the other members of her department, Farid's area of expertise includes the technological design and implementation of new products. He is an assistant manager in his department
Organizational dimensions
Extroversion
Outgoing, talkative, sociable, assertive
What should a meeting participant do?
Participate intelligently, Be on time, Prepare but stay flexible, Follow up
Peers, Subordinates, Customers, & Self
Peers: Co-workers, colleagues, and subordinates Customers: Restaurants and hotels ask customers and clients Self: How you would rate your own performance
Race stereotypes
People of color experience more discrimination and less support than whites
burnout
a state of emotional, mental, and even physical exhaustion
Realistic Job Preview
Positive and negative features of job and the organization
You don't want to teach an extra class at your university next semester, but your boss subtly reminds you that if you don't do it, your colleagues may rate you poorly on your next performance evaluation.
Pressure tactics
Which of the following is NOT a recommended way to manage innovation and change?
Prevent failure at all cost
Refineries learn to extract more oil in less time.
Process innovation
Apple releases an updated version of the Mac book.
Product innovation
Happy Home Consultants is a growing company that helps city homeowners tackle a variety of home improvements. It plans to expand its business to work with homeowners in several nearby suburbs and to add personnel to help negotiate favorable pricing with local hardware stores for equipment and building supplies. The human resources (HR) department compared the company's current staffing with the number and type of employees the company would need to carry out its business plans. The department also looked into how to obtain new employees. It concluded that the company would need to hire eight new handypersons and a contractor while retaining all its current employees. The department gained approval to begin recruiting workers and to revise the pay system. Now the HR department is beginning a formal process to evaluate how well its plans for recruitment and staff retention are going. Which of the following stages of the HR planning process was the HR department involved in when it implemented recruitment and pay-system revisions?
Programming-the HR planning process occurs in three stages, as shown in Exhibit 10.1. The second is programming. In this stage, the organization implements specific human resources activities, such as recruitment, training, and pay systems.
Onboarding (Employee Socialization)
Programs that help employees to integrate and transition to new jobs by making them familiar with corporate policies, procedures, culture, and politics by clarifying work-role expectations and responsibilities
Yang receives his bonus check when he beats his sales goals by 10 percent.
Provide Consequences
Cognitive dissonance
Psychological discomfort a person experience between his cognitive attitude and incompatible behavior
value propositions
Quantitative and qualitative aspects of products or services that customers value most
Situational Interview
Questions that focus on hypothetical situations, attempts to figure out how applicants would respond in a given situation
Behaviorally Anchored Rating Scale (BARS)
Rates employee gradations in performance according to scales of specific behaviors
To influence your boss to give you a raise, you prepared a presentation that showed your productivity and output over the past five years compared to your coworkers
Rational Persuasion
Rafa tends to drift off in her own thoughts during long work meetings and often doesn't hear when key deadlines are announced.
Receiver barrier
The last time Takeshi talked with this vendor he felt the vendor was trying to take advantage of him. This time the meeting went very well, and Takeshi is thinking about giving him some business.
Recency Effect
_______________ is the process of locating and attracting qualified applicants for jobs open in the organization.
Recruiting
Peter Cappelli's argument about the skills gap stresses that companies should restructure the way they think about the _______ step of the strategic human resource management process.
Recruiting and selecting people
Fiona is very charismatic and persuasive. People follow her because they want her approval. This is an example of ________blank power.
Referent
There's something charismatic about Zoe that makes others want to work with her and follow her guidance.
Referent power
________ theory attempts to explain behavior change by suggesting that behavior with positive consequences tends to be repeated while behavior with negative consequences tends not to be repeated.
Reinforcement
Motivating Factors
Related to satisfaction, higher-level needs, related to job content & what you do, responsibility
You are the team leader and your opinion is highly respected by your workers. Recently there's been a great deal of fighting among everyone on the team regarding how they'd like to approach the current project. Sometimes you wish you could get them to stop arguing by threatening to kick the troublemakers off of the team, but you don't actually have the authority to make that decision.
Relationship-motivated leadership
Your followers are bitter because you were promoted to lead the team and they weren't. They all feel confident in their work because their roles and job duties are very well defined. Although you are the official team leader, you don't have a whole lot of power to reward or punish anyone.
Relationship-motivated leadership
Emotional stability
Relaxed, secured, unworried
Firms need policies for ________blank inclusivity, which can include allowing employees to maintain certain appearances or wear certain attire for faith-based reasons.
Religious-Firms need policies for religious tolerance and inclusion. Accommodations might include time off for a religious holiday, adjustments to a company's dress code for a faith-based need to wear certain attire or maintain certain appearances, and allowing certain religious practices.
positive reinforcement
Repeated behavior because of good outcomes, reaching goals and receiving bonus makes employee want to work even harder
Two years ago, Maribel hired 15 new people into her department. Since their hire, they have undergone training, development, performance appraisals, and compensation review/reward. Now it is time to evaluate ________blank, in terms of productivity, quality, innovation, satisfaction, turnover, absenteeism, health, and other factors.
Results
Objective Performance Appraisal
Results and numerical, facts that managers keep track of, less subject to being tainted by personal biases
What is the last step of the perceptual process?
Retrieval from memory
While Vonda's sales are strong, they do not appear to be in line with what she and her supervisor anticipated, so they are meeting to discuss how she can boost her sales in time to meet her goals.
Review Performance
Samantha gets her employees to do their work by offering something valuable in exchange.
Reward power
Incentives
To attract high-performing employees and to induce those already employed to be more productive, can be commissions, bonuses, profit-sharing plans, and stock options
During last month's business trip to Japan, Talya gave everyone she met a big hug just like she's always done when greeting strangers. People seemed to be offended by her behavior and she wasn't sure why.
Touch
Vincent read up on social and business culture in Dubai before traveling there to meet with new clients. He was glad he had done this, because it didn't come as a surprise to him when the clients, all men, hugged and kissed him on the cheek in greeting.
Touch
Behavioral Description Interview (BDI)
Tries to learn how employees have dealt with workplace situations in the past or previous jobs
Alcoholism and drug addiction are disabilities. T/F
True
An example of innovative change is a department store deciding to adopt a new practice used by competitors by staying open 24 hours a day and requiring employees to work flexible schedules, a change that employees are likely to see as moderately threatening.
True
Face-to-face communication is the richest form of communication because the receiver observes multiple cues in the message.
True
Human resource (HR) management consists of the activities managers perform to plan for, attract, develop, and retain an effective workforce.
True
In general, job satisfaction today is at an impressively high 89 percent.
True
Onboarding programs help employees to integrate and transition to new jobs by making them familiar with corporate policies, procedures, cultures, and politics by clarifying work-role expectations and responsibilities.
True
Sexual harassment falls into two categories: quid pro quo harassment and hostile environment. T/F
True
The goal-setting theory suggests that employees can be motivated by goals that are specific and challenging, but achievable.
True
balanced scorecard
a method created to help businesses translate strategy into action by identifying the most critical measures to drive business success and linking long term strategic goals with short term operations actions: It uses four perspectives
Cause effect relationships
a set of quantitative and qualitative measurements that are related and mutually reinforcing
If then statements
a simple and effective way of analyzing cause effect relationships
Andrea delegates an important project to José. Andrea tells José that he must give her regular reports. Andrea also tells José that she will take over the work if José falls behind or does not produce quality results. This is an example of
accountability.
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
Ricardo is the owner of Mex Magic, a chain of restaurants serving reasonably priced Mexican food with fresh, healthy ingredients. He has discovered that the rising price of avocados and some of the other fresh produce the restaurants use has been driving down profits. Customers have come to expect high-quality ingredients for a low price, and Mex Magic's marketing research has shown that the upscale interior of the stores, along with its great customer service, are a big draw. The feedback has also shown that a large percentage of the customers come with children. If Mex Magic is to be truly responsive to its market environment while maximizing profits, Ricardo should
add child-friendly entrees that include fries or chips instead of guacamole.
buffers
administrative changes, that managers can make to reduce the stressors that lead to employee burnout -extra staff -increased freedom -recognition of accomplishments
4 Relationship Oriented Behaviors
consideration empowering leadership ethical leadership servant leadership
Holistic wellness program
focuses on self-responsibility, nutritional awareness, relaxation techniques, physical fitness, and environmental awareness
Discerning Style of Listening
focusing on the main message
Comprehensive Style of Listening
focusing on the speaker's logic
Halo effect
forming an impression of an individual based on a single trait "that tells me all i need to know"
decoding
interpreting and trying to make sense of the message
Manager vs Leader
leaders use influence, persuasion, and want too managers rely on authority, control, and have too manager is what you do leader is who you are
Full-Range Leadership
leadership behavior varies along a full range of leadership styles, from passive (laissez-faire) "leadership" at one extreme to transactional and transformational leadership at the other extreme
Position Power vs Personal Power
leadership mistake: position power too much, personal power too little
5 Sources of Power
legitimate reward coercive expert referent
Avoiding discrimination and harassment are concerns for many underrepresented groups, but ________blank employees are also particularly concerned about obtaining benefits for spouses or domestic partners, as well as feeling free not to be secretive about who they are.
lesbian, gay, bisexual, transgender, queer or questioning
customer perspective
linking key customer based metrics such as market share and retention to the financial performance of a firm
Appreciative Style of Listening
listening to be amused
sender barrier
no message gets sent
receiver barrier
no message is received
Easy vs Hard Pressure Tactics
easy- rational persuasion, inspirational appeals, consultation, ingratiating tactics, personal appeals hard- exchange tactics, coalition tactics, pressure tactics, legitimating tactics (bc I said so)
Shweta finds it off-putting when her colleague, Jen, smiles at her too much during conversations. She doesn't understand why someone would have this expression on their face all the time, and it feels uncomfortable to her.
facial expressions
Claire, a professor, thinks it's important to look people in the eye when she is speaking with them. She has several students from China this semester and is confused when they talk with her because they always lower their eyes.
eye contact
reciever
person for whom the message is intended
sender
person wanting to share information- called a message
A top-level manager at Jones & Ewing Financial, Sandra works with Bernice, an underrepresented group employee who has been identified as having high potential. As Bernice's mentor, one of Sandra's most important jobs is teaching Bernice about
the corporate culture and politics of Jones & Ewing Financial.
Acquired Needs Theory
the desire to be responsible for other people, to influence their behavior or to control them is the need for power
Path-Goal Leadership Model
the effective leader makes available to followers desirable rewards in the workplace and increases their motivation by clarifying the paths, or behavior, that will help them achieve those goals
harvest stage
the end of a business lifecycle, where a company attempts to extract as much money as possible from business activity
Self-Monitoring
the extent to which people are able to observe their own behavior and adapt it to external situations -not easy to do (chameleons vs planets)
Control Cycle
the four stage process that provides the mechanisms and systems to monitor the transformation process, ensuring that outputs are produced to the desired quality, quantity, and specifications of an organization and its customers
encoding barrier
the message is not expressed correctly
Glass ceiling
the metaphor for a invisible barrier preventing women and minorities from being promoted to top executive jobs
medium
the pathway by which the message travels
Crowdsurfing
the practice of obtaining needed services, ideas, or content by soliciting contributions from a large group of people and especially from the online community
budgeting process
the process for allocating financial resources and measuring expected quantitative and qualitative outcomes of a firm
benchmarking
the process of collecting data from the industry's best players and using their numbers as a goal or guideline for evaluating company performance
outputs
the products and or services than an organization prodcues
feedback
the receiver expresses his reaction to the sender's message
feedback barrier
the recipient doesn't respond enough
decoding barrier
the recipient doesn't understand the message
Expert Power
the result from one's specialized information or expertise needs to be developed
growth stage
the stage at the beginning of the business cycle that is marked by high investment activity
sustain stage
the stage in a business life cycle where the company is investing and extracting money, trying to maximize its return on investment
Multi communication
the use of technology to participate in several interactions at the same time
Type A behavior pattern
they are involved in a chronic, determined struggle to accomplish more in less time -increased performance but greater risk for health issues
Organizational Citizenship Behaviors
those employee behaviors that are not directly part of employees' job descriptions - that exceed their work-role requirements -suggestions for improvement, training new people, respect for spirit, housekeeping rules, care for property, attendance beyond standards
Inputs of equity theory
time, effort, training, experience, intelligence, creativity, seniority, status etc
grapevine
unofficial communication system of the informal organization
Personal power
used to help oneself expert and referent power
When do managers make mistakes?
when treating people like other resources
Americans with disabilities act
prohibits discrimination against the disabled and requires organizations to reasonably accommodate an individual's disabilities
David McClelland
proposed acquired needs theory which states that three needs- achievement, affiliation, and power- are major motives determining people's behavior in the workplace
Organizational committment
reflects the extent to which an employee identifies with an organization and is committed to its goals -mothers with children -strong correlation between org commitment and job satisfaction
roles
sets of behaviors that people expect of occupants of a position -role overload -role conflict -role ambiguity
Job analysis
Determining the basic elements of a job by observation and analysis
correspond with the correct level of media richness, starting with high media richness (best for nonroutine, ambiguous situations) to low media richness (best for routine, clear situations).
1. Fran is a confident and assertive person. When she has something to say, she prefers to say it in person. 2. Blu is tech savvy and likes to work efficiently. Instead of trying to get everyone in the office together for meetings, he prefers to set up video conferences. 3. Zach is constantly taking calls on his smartphone. 4. Larissa likes to send a hand-written thank you note when she receives a corporate gift 5. Raja sends an annual newsletter to his family and friends each holiday season to tell them what he and his spouse and kids have been up to all year.
Why manage workplace behaviors? Types
1. Performance and Productivity -dependant on industry and position (clients vs output)
Ways to improve self-esteem
1. Reinforce employees' positive attributes and skills 2. Provide positive feedback wherever possible 3. Break larger projects into smaller tasks and projects 4. Express confidence in employees' abilities to complete their tasks 5. Provide coaching wherever employees are seen to be struggling to complete tasks
Perception process
1. Selective attention (did I do something?) 2. Interpretation & evaluation (What was it I noticed & what does it mean?) 3. Storing in memory (Remember it as an event, concept, person or all three?) 4. Retrieving from memory to make judgments & decisions (What do I recall about that?)
Six sources of job related stresS
1. demands created by individual differences 2. individual task demands 3. individual role demands 4. group demands 5. organizational demands 6. nonwork demands
Emotional intelligence
1. self-awareness 2. self-management 3. social awareness 4. relationship management
Five Listening Styles
Appreciative Empathetic Comprehensive Discerning Evaluative
People with low self-esteem ________ than those with higher self-esteem.
Are more dependent on others
Extinction
An employee arrives to work 10 minutes early every day in order to get organized and be ready to go for the day. Everyone else at the office always arrives 15 minutes late and no one notices or cares that the employee arrives early every day. The employee decides to stop arriving early.
Benefits (Fringe Benefits)
Additional nonmonetary forms of compensation designed to enrich the lives of all employees in the organization, what are paid all or in part by the organization. (Health insurance, dental insurance, life insurance, disability protections, retirement plans, holidays off, accumulated sick days and vacation days, recreation options, country club or health club memberships, family leave, discounts on merchandise, counseling, credit unions, legal advice, and education reimbursement)
Exit Interview
A formal conversation between a manager and a departing employee to find out why he or she is leaving and to learn about potential problems in the organization
Absenteeism and Turnover
A lot of no-show could be because of job dissatisfaction and can lead to turnover -Turnover: when employees leave jobs
360-Degree Feedback
A performance appraisal process in which feedback is obtained from the boss, subordinates, peers and coworkers, and the employees themselves
Which of the following statements about types of economies is true?
An organization's large size often creates scale economies and economies of scope.
Subjective Appraisal
An appraisal that is based on perceptions of traits, behaviors, or results.
External recruiting
Advantage: Applicants with specialized experience, fresh insights Disadvantages: Recruiting process is longer, higher risk because not well known
Internal recruiting
Advantage: Increases employee loyalty, effort, less costly, decreased risk Disadvantage: Limited fresh talent, promotions based on how long with company, creates vacancy in organization
Ronald is a counselor in your company's employee assistance program. His job is to listen to employees who are having difficulties in their job or personal lives and help them work through them.
Agreeableness
Forced ranking performance review systems
All employees within a business unit are ranked against one another and grades are distributed along some sort of bell curve
OD intervention strategies that are successful in one country are highly likely to be successfully applied in other countries.
False
The interdisciplinary field of organizational ________ tries to explain and predict workplace behavior to help managers better lead and motivate others.
Behavior
Subjective Performance Appraisal
Leadership ability or positive attitude, managers biases can influence rating, specific observable performance, BARS
Pria gets a large paycheck compared to her colleagues because of the dangers associated with her particular job.
Base Pay
Objective Appraisals
Based on facts and are often numerical -measure results -harder to challenge legally
After trying unsuccessfully for months to get your supervisor to change the company vacation policy, you decide to drum up support from all of your coworkers who are unhappy with the policy.
Coalition tactics
Jiro often uses threats to get his staff to achieve desired results.
Coercive power
Using self-determination theory to motivate employees at Cloud Space, a data storage company, the vice chair makes 10-20 phone calls a day to thank special employees "caught doing something right." The vice chair is fulfilling her employees' ________ needs.
Compentence
Product Innovation
Change in the appearance or performance of a product or the creating of a new one
Process Innovation
Change in the way a product is conceived, manufactured, or disseminated
When Hector's students handed in their work late, he knew they had been out partying and this was why they didn't do their work on time.
Casual Attribution
Instrumentality
Catalina knows that she will receive a huge year-end bonus if she meets her sales goals, Adnan's boss dangles rewards in front of employees as performance incentives, but sadly Adnan knows that even when employees perform well, most of them never see any actual rewards
Base Pay (Wages or Salaries)
Consists of the basic wage or salary paid employees in exchange for doing their jobs
In order to make a decision that will affect your entire team, you discuss the options with several of your team members and seek their input and advice.
Consultation
Cameron wants to improve her customer service department by using information technologies to create two-way conversations with customers to gain more knowledge of their wants and preferences. Cameron wants to institute ________blank management.
Customer relationship-Customer relationship management (CRM) is a multifaceted process, typically using information technologies, that fosters two-way exchanges with customers so that firms know "intimately" their needs, wants, and buying patterns. Firms acquire this knowledge by applying predictive analytical techniques to the voluminous data (big data) collected from customers. The goal of this analysis is to identify patterns from current and historical data sets in order to make the best possible business decisions.
Aileen and her supervisor discuss how the market is looking and how much of an increase in sales she believes is realistic and attainable for this year.
Define Performance
Dante, an operations manager at Therma-Pro Insulation, has been put on a big project with a tight deadline. He distributes half the work to two other supervisors, taking care of the bigger aspects of the project himself. This is an example of
Delegation
Conscientiousness
Dependable, responsible, achievement-oriented, Persistent
Job specification
Describes the minimum qualifications a person must have to perform a job successfully
Sara isn't tech savvy. She doesn't understand what her co-workers are referring to when they refer to tweeting or sending snapchats, and she doesn't ask them for clarification.
Decoding barrier
Which of the following is NOT an element of the communication model?
Decoder
A set of leader characteristics that reflect a high level of effort, ambition, and tenacity refer to the leader's
Drive
Which of the following is a typical off-the-job learning and development method?
E-learning
Goal Setting Theory
Edwin Locke and Gary Latham-- suggests that employees can be motivated by goals that are specific and challenging but achievable
Xiuying is the head of security. It is important that she keep her cool during very tense situations, otherwise your employees and your company could face serious consequences.
Emotional stability
Most effective sources
Employee referrals, e-recruitment tools (linedin)
Warrane is from the French part of Quebec and speaks English as a second language. He sometimes struggles with how to properly phrase things.
Encoding barrier
When one department store authorized thousands of its sales clerks to handle functions normally reserved for store managers, such as handling merchandise-return problems and approving customers' checks, they gave them more responsibility, a job _________ technique.
Enrichment
HRM Process
Establish mission & vision, establish the grand strategy, formulate the strategic plans, plan human resources needed, recruit & select people, orient/train/develop, perform appraisals (gets optimal work performance to help realize company's mission & vision)
Jere reviews customer satisfaction data to determine if her employees are doing better in that area.
Evaluation
_______ is the process by which a company determines if the intervention made a positive or negative difference.
Evaluation
Your boss tells you that if you are willing to work Thanksgiving week without any days off, she will guarantee that you don't have to work during the next major holiday week.
Exchange tactics
Everyone voted for Julian to lead the team because of his extensive knowledge of the processes they would be using to complete their upcoming project.
Expert power
Abdul, a sales manager, gives his salespeople some tips on how to close a deal. The salespeople then alter their sales techniques because they respect Abdul's proficiency. This is an example of ________blank power.
Expert-A leader who has expert power has certain expertise or knowledge; people comply because they believe in, can learn from, or can otherwise gain from that expertise.
Kalisha is part of the sales force. She is friendly and outgoing, and she consistently is your top sales person.
Extroversion
Santiago gets offended when his subordinates look downward when he's speaking with them.
Eye contact
You love having your colleague Quinton in meetings because he is a great source of entertainment. For example, when coworkers are arguing over something silly or holding up the meeting's progress, he rolls his eyes dramatically.
Facial expressions
Promotion: Moving Upward
Fairness (Step upward must be deserved), nondiscrimination (Cannot discriminate on basis of race, ethnicity, gender, age, ability), others' resentments (Counsel people left behind about their performance)
The most effective leadership development experiences have three components: evaluation, accomplishment, and control. T/F
False- The most effective developmental experiences have assessment, challenge, and support components.
Companies have to choose between diversity and financial success. T/F
False-Diversity in an organization's upper ranks relates to superior financial performance, as shown by a number of studies.
The mechanistic organization emphasizes flexibility and is less rigid than the organic structure. T/F
False-The organic structure stands in stark contrast to the mechanistic organization. It is much less rigid and, in fact, emphasizes flexibility.
Aaron's boss gave him instructions on how to use the new digital sales platform. Aaron didn't ask any questions so his boss assumed that Aaron understood. He was disappointed when he had to spend an hour correcting Aaron's mistakes the following day because he hadn't followed many of the instructions.
Feedback barrier
Julian works really hard and is a top salesman in his firm. Julian enjoys his regular paycheck every other week, but really looks forward to the healthy commission checks he gets that are based on his sales.
Incentives
10 reasons employees resist change
Individuals predisposition toward change, surprise and fear of unknown, climate of mistrust, fear of failure, loss of status or job security, peer pressure, disruption of cultural traditions or group relationships, personality conflicts, lack of tack or poor timing, non-reinforcing rewards system
The human resources department of Spark Media makes use of its employee database to analyze its past rates of turnover, terminations, and retirements. The company is looking at its ________blank labor supply.
Internal
Winton is a 25-year-old male employee of African American descent, Brooke is a female employee who, at 67 years old, is getting ready to retire
Internal dimensions
Transformational Innovations
Invention of breakthrough products or services and that are aimed at creating brand new markets and customers
Nondisparagement agreement
Is a contract between two parties that prohibits one party from criticizing the other; it is often used in severance agreements to prohibit former employees from criticizing their former employers
Job Characteristics model
J. Richard Hackman, Greg Oldham
A ________blankorganization can often create scale economies and economies of scope, which leads to advantages such as lower operating costs, greater purchasing power, and easier access to capital.
Large-Size creates scale economies—that is, lower costs per unit of production. Size can offer specific advantages such as lower operating costs, greater purchasing power, and easier access to capital. Size also creates economies of scope.
________ is the set of psychological processes that arouse and direct goal-directed behavior.
Motivation
________ is the process of strengthening a behavior by withdrawing something negative.
Negative reinforcement
Which of the following is NOT part of the strategic human resource management process?
Negotiate employment contracts
All components of a home are prefabricated and shipped in the same package for construction on site.
New-direction process innovation
NASA invents flying cars.
New-direction product innovation
Unstructured Interview
No fixed set of questions and no scoring procedure, asking probing questions
Bianca is given specific metrics that her department has to meet.
Objectives
Which of the following statements is true about a 360-degree appraisal?
Often, the person being rated can select the appraisers. -In a process known as 360-degree appraisal, feedback is obtained from every level involved with the employee: subordinates, peers, and superiors. Often the person being rated can select the appraisers.
Different Types of Learning and Development
On-the-job learning (coaching, training, job rotation, planned activities), Off-the-job learning (programs, workbooks, videos, games)
Tidewater, Incorporated, requires its job applicants to take a test that measures their vocabulary and numerical skills. For specific jobs, the company also requires its applicants to perform a sample of the job. Before implementing the tests, the management analyzes how well the test actually correlates and predicts job performance. When Tidewater needed to downsize, the company helped employees who were laid off to get placed in other organizations, and immediate supervisors talked to the employees about the reasons for their dismissal. One of the jobs associated with Tidewater, Incorporated, is welding. For applicants wishing to be hired as a welder, Tidewater, Incorporated, requires the applicant to demonstrate their welding abilities in a(n) ________blank test.
Performance
A company searching for a candidate based mainly on skills and abilities would be most likely to use ________ in evaluating a candidate's fit to a specific job.
Performance Tests
Downsizing
Permanent dismissal, no rehiring later
Your coworker wants you to cover his shift later this week, so he reminds you that the two of you are close and that this is what friends do for one another.
Personal appeals
Yoshiko is outgoing and fun-loving. Her coworkers like to be around her because she always looks on the bright side of life and brings levity to her work situation, Santino is very quiet and shy. He doesn't speak up much at meetings and prefers to keep to himself.
Personality
barriers to communcation
Physical-- sound, time, space, etc Semantic-- when words matter Personal-- individual attributes that hinder communication
Liana and Rosario are entrepreneurs who started Deliverables, an online company that curates, assembles and delivers "unique, customized gift baskets for busy people." The company has been so successful that Liana and Rosario recently opened a brick-and-mortar shop in their large city, which they need to fully staff within the next month. Along with Yiannis, their HR Manager, they have determined how many people they need and what skills those people need to have. They have also looked at workforce trends and the information they have regarding available workers already with the company, and have determined that they need to hire additional employees from outside the company to meet their needs. Liana and Rosario are ready to start accepting applications and interviewing candidates, but Yiannis tells them there is one last step to complete before they are ready to start the recruitment process. Which of the following remains to be done?
Rosario and Liana need to conduct job analyses and write descriptions for each position.
Microlearning (bite-size learning)
Segments learning into bite-size content, enabling a student to master one piece of learning before advancing to anything else
Applications, résumés, interviews, and employment tests are all ______ tools.
Selection
Oswaldo receives several proposals from learning and development content delivery companies and considers each.
Selection
Which of the following is NOT a trait of emotional intelligence?
Self-sufficiency
Asia is not a very confident person. Although she knows her idea would really improve the team's project, she doesn't say anything.
Send barrier
Performance Management
Set of processes and managerial behaviors (1) Define Performance: Set goals and communicate performance expectations (2) Monitor & Evaluate Performance: Measure and evaluate progress and outcomes (3) Review Performance: Deliver feedback and coaching (4) Provide Consequences: Administer values rewards and appropriate punishment
Camelia works in a department where there are only a few women. Pictures of scantily clad women are posted in the employee breakroom. She is uncomfortable being in the breakroom, so she avoids the breakroom. She considers it a hostile environment. Camelia is experiencing
Sexual Harassment
Wilma leads a task force charged with restructuring the order-processing system in the organization. The task force is composed of her peers over whom she has little control, and some of whom do not seem to respect her. According to the contingency model, Wilma should adopt a(n) ________ leadership style.
Task-oriented
The top management of EatWell, a snack food manufacturer, sits down for an annual meeting. The chairperson, Janelle, wants to create processes that will help the company interact with customers and gather knowledge of their wants, needs, and buying patterns. She also wants to improve internal quality management by using some ideas from Deming's "14 points" theory. The president of the company, Lee, wants to use an approach to management that helps to attain customer satisfaction through tools that deliver high-quality goods. The senior managers put forward the idea that the organization should adopt a method to analyze the causes of defects in products that need to be eliminated to improve customer satisfaction. In order to fulfill senior management's aim of adopting a method to analyze the causes of defects in products that need to be eliminated to improve customer satisfaction, the company might consider a quality initiative such as
Six Sigma- Six sigma quality is a method of systematically analyzing work processes to identify and eliminate virtually all causes of defects, standardizing the processes to reach the lowest practicable level of any cause of customer dissatisfaction.
Empathy and organizational intuition are a part of which emotional intelligence (EI) trait?
Social awareness
Proactive personality
Someone who is more apt to take initiative and persevere to influence the environment
Alexus knew the man she just interviewed for her department would be a good employee with a good work ethic—he got along well with everyone, the interview went well, plus he went to her alma mater!
Stereotyping
semantics
Study of the meaning of words
Job description
Summarizes what the holder of the job does and how and why he does it
A technician who is responsible for keeping an airport's control tower's electronic equipment in working order has higher ________ than a person welcoming you at a hotel.
Task significance
Your followers don't see the need to have you leading them on the current project. In addition, each person on the team is advocating for a different "best way" to achieve the team's goals. Your current position doesn't include very much formal authority that would allow you to direct team members' behaviors.
Task-Motivated leadership
Your subordinates are thankful to have you as their leader and their job roles are clearly defined and understood. You also have complete authority to evaluate their performance and to reward and/or punish them.
Task-Motivated leadership
Layoffs
Temporary employment separations; employees may be recalled to work, or the separation may become permanent.
Learned Helplessness
The debilitating lack of faith in one's ability to control one's enviornement -assign jobs accordingly (give challenging and rewarding tasks) -Develop self-efficacy (can be nurtured to improve)
Desirable Characteristics of Orientation
The job routine: New employees need to learn what is required in the job The organization's mission and operations: What employees need to know what the organization is about- its purpose, products, operations The organization's work rules and employee benefits
Core Innovations
The optimizing of products or services of existing costumers
It is generally accepted that having fewer hierarchical levels creates greater operating efficiency. T/F
True-A powerful trend for U.S. businesses over the past few decades has been to reduce the number of hierarchical layers. Most executives today believe that fewer layers create a more efficient, fast-acting, and cost-effective organization.
Poor supervisory practices can influence workers to vote for a union. T/F
True-Four factors play a significant role in workers voting for a union. One of them is job dissatisfaction. Poor supervisory practices, favoritism, lack of communication, and perceived unfair or arbitrary discipline and discharge are specific triggers of job dissatisfaction.
In leadership, charisma can be used positively or negatively. T/F
True-The term charisma can be associated with the negative charisma of evil leaders whom people follow blindly. Yet charismatic leaders who display appropriate values and use their charisma for appropriate purposes serve as ethical role models for others.
In the present organizational setup, having a vision for the future and communicating that vision to others are known to be essential components of great leadership. T/F
True-Until a few years ago, vision was not a word spoken by managers. But today, having a vision for the future and communicating that vision to others are known to be essential components of great leadership.
Agreeableness
Trusting, good-natured, cooperative, soft-hearted
Employers must consider an employment test's ______, meaning whether or not it measures what it purports to measure and is free of bias.
Validity
The ________blank dimension of an organization's structure refers to issues as reporting relationships, authority, responsibility, and related ideas.
Vertical
Sexual Harassment
Violates Title VII of 1964 Civil Rights Act (Quid pro quo: jeopardizes being hired or obtaining job opportunities/benefits) (Hostile environment: doesn't risk economic harm but experiences offensive work environment)
Sex stereotypes
Women have harder time being percieved as effective leaders
Antonia and Monique, colleagues who are both having problems at work, relate their experiences to each other. Antonia speaks of a conversation with her immediate supervisor in which he tells her that if she spends a night with him the next time that they take a business trip together, he will recommend her for a promotion. Monique has a different situation. She works in an area of the office where there are few women. Her colleagues consistently make lewd remarks about her body and have shown her pornographic pictures. Monique is a victim of
a hostile environment.
People with ________ exhibit less anxiety, greater motivation, and stronger expectations that effort leads to performance.
an internal locus of control
noise
any disturbance that interferes with the transmission of the message
What should a meeting participant NOT do?
ask "why" questions
ERG theory
assumes that three basic needs influence behavior--existence relatedness, and growth (E- Existence Needs desire for physiological and material well-being---Alderfer R- Relatedness Needs desire to have meaningful relationships with people who are significant to us G- Growth Needs desire to grow as a human being and to use our abilities to their fullest potential)
Trait Approaches to Leadership
attempt to identify distinctive characteristics that account for the effectiveness of leaders
Implicit Bias
attitudes or beliefs that affect our understanding, actions, and decisions in an unconscious manner "i really dont think im biased, but i just have feelings about some people 85% of people consider themselves unprejudiced
Celine is a machinist at Top-Quality Manufacturing. She exclaimed to her coworker, "Graham! Great news! The union won the election! That means that management and the union, representing us, are legally required to
bargain in good faith."
Physiological Needs
basic human needs (food, clothing, shelter, comfort with self-preservation
passive leadership
behavior characterized by a lack of leadership skills (ex- don't intervene until the problems are brought up directly to them) laissez-faire leadership a general failure to take responsibility for leading
The advantages of a small organization include
being able to move fast. Size creates scale economies—that is, lower costs per unit of production. Greater size can offer specific advantages such as lower operating costs, greater purchasing power, and easier access to capital. In contrast, smaller companies can move fast, provide quality goods and services to targeted market niches, and inspire greater involvement from their people.
self- efficacy
belief in one's ability to do a task
expectancy
belief that a particular level of effort will lead to a particular level of performance--effort-to-performance expectancy
rich medium
best for non routine situations and to avoid oversimplification
lean medium
best for routine and to avoid overloading
Evaluative Style of Listening
challenging the speaker
Financial Perspective
choosing the financial measurements that are most important for reaching strategic goals
In using reinforcement, a manager should
clearly communicate the desired behavior
Safety Needs
concerned with physical safety and emotional security
The communication advantages of social media use by businesses can best be summarized as
connectivity
The approach to leadership that suggests that effective leadership behavior depends on the situation at hand is the ________ approach.
contingency
Position Power
controlled by organizational constraints legitimate, reward, and coercive power
Contingency Leadership Model
determines if a leaders style is task oriented or relationship oriented and if that style is effective for the situation at hand
With the cost of warehouse space and maintaining inventory increasing, Parker has decided to change the operation of his company to a "just-in-time" (JIT) mode, whereby manufacturing is initiated only upon customer order and only in very small lots, minimizing the company's warehouse and inventory costs. However, Parker is nervous about the change because he knows that JIT offers costs savings only when the costs of storing product are greater than the costs of
delivering inventory.
The increasing diversity of the American workforce, and the fact that people aged 18-34 are more likely to be living with their parents than with a spouse or partner, are both examples of a(n) ______ force for change.
demographic
Referent Power
derived from one's personal attraction power that is the bridge to leadership
Managing diversity well can give a company a competitive advantage by
encouraging greater flexibility and therefore a quicker response to environmental changes.
Task Oriented Behavior
ensure that people, equipment, and other resources are used in an effective way to acomplis the mission of the org
Leaders who use transactional leadership often
exchange rewards for services rendered by followers. -Unlike transformational leadership, transactional leadership does not excite, transform, empower, or inspire people to focus on the interests of the group or organization. However, transactional approaches may be more effective for individualists than for collectivists. Transactional leaders view management as a series of transactions in which they use their legitimate, reward, and coercive powers to give commands and exchange rewards for services rendered. Unlike transformational leadership, transactional leadership is dispassionate.
Victor Vroom
expectancy theory suggests that people are motivated by 2 things: how much the want something, how likely they think they are going to get it
instrumentality
expectation that successful performance of the task will lead to the outcome desired- performance-to-reward expectancy
When the band came out on stage and the lead singer shouted, "Hello, Philadelphia!" the crowd roared with applause. The crowd's response is an example of
feedback
Transactional Leadership
focus on clarifying employees' roles and task requirements and providing rewards and punishments contingent on performance
Equity Theory
focuses on employee perceptions as to how fairly they think they are being treated compared to others---J. Stacey Adams. Based on the idea that employees are motivated to see fairness in the rewards
Business Process perspective
focuses on measurements that will improve a company's ability to serve and deliver value propositions to its customers
Gossip and rumor in an organization are part of the _____, which itself is a type of ______ communication channel.
grapevine; informal
Onboarding Programs
help employees to integrate and transition into new jobs by making them familiar with corporate policies, procedures, culture, and politics by clarifying work-role expectations and responsibilities
Telepresence Technology
high-definition videoconference system that simulates face-to-face meetings between users
The organizational development (OD) process has three steps: ___________, accompanied by feedback.
iagnosis, intervention, and evaluation
Learning and Growth Perspective
identifies the infrastructure and skills needed to carry out business processes, interact with customers and achieve long-term financial growth; it also help to identify gaps in capabilities or resources
Employee assistance programs (EAPs)
include a host of programs aimed at helping employees to cope with stress, burnout, substance abuse, health-related problems, family and marital issues, and any general problem that negatively influences job performance
External Dimensions of Diversity
include an element of choice; they consist of the personal characteristics that people acquire, discard, or modify throughout their lives -educational background -marital status -income -religion -personal habits
locus of control
indicated how much peiple believe they control their own fate through their own efforts (internal: you control your destiny) (external: you believe external forces control you)
medium richness
indicated how well a particular medium conveys information and promotes learning
Casual attribution
inferring causes for observed behavior
Which of the following is NOT a supertrend shaping the future of business?
information becoming a competitive advantage
2 Task Oriented Behaviors
initiating-structure leadership transactional leadership
Coercive Power
managers authority to punish their subordinates
Reward Power
managers authority to reward subordinates
Which of the following is one of the concerns of human resources managers?
managing employee layoffs-HR managers have many concerns regarding their workers, including attracting talent; maintaining a well-trained, highly motivated, and loyal workforce; managing diversity; devising effective compensation systems; managing layoffs; and containing health care and pension costs.
outcomes
measurements of the balanced scorecard that monitor past successes
According to the contingency model, a relationship-oriented leadership style works best in ________ situations.
moderate-control
Revised path-goal theory indicates to managers that they must consider
modifying their leadership style to fit employee and task characteristics
The grapevine is
more active when official communication is lacking.
Incentive plans are devised to
motivate employees to be more productive.
Managing diversity means
not just tolerating or accommodating all sorts of differences, but supporting, nurturing, and utilizing these differences to the organization's advantage.
Age stereotypes
older workers are less motivated, less healthy
Goal! Sportswear, a maker of clothing for soccer players, buys textiles made in South Asia, which are then sewn into jerseys, shorts, and other items of sportswear at factories in East Asia. Recently, Darius, the company president, has received a large volume of negative emails from customers concerned with allegations of unfair labor practices at these facilities, and therefore the company is reviewing its entire process. Darius has appointed Millie, Avi, and Asher, three company managers, to assess the company's choices as to textile suppliers and production facilities and to examine what the customers—both amateur and professional soccer players—are looking for in the company's products. When Millie reviews the process of producing the actual sportswear, the part of the value chain she is most likely to look at is
operations.
Initiating-Structure Leadership
organizes and defines what employees should be doing to maximize output
Hierarchy of needs theory
people are motivated by 5 levels of needs, physiological, safety, love, esteem, and self actualization
fundamental attribution bias
people attribute another persons behavior to his or her personal characteristics rather than to situational factors
self-serving bias
people tend to take more personal responsibility for success than failure
A personal skill that is very important in the situational approaches to leadership is the ability to
perceive the needs and goals of others and adjust your leadership approach accordingly.
Recruitment activities increase the
pool of candidates who can be hired
Authority typically is associated with a particular
position rather than a particular person.
Outputs of equity theory
praise, benefits, pay, recognition, bonuses, promotion etc
diversity
represents all the ways people are unlike and alike - the differences and similarities in age, gender, race, religion, ethnicity, sexual orientation, capabilities, and socioeconomic background -differences and similarities
Legitimate Power
results from managers formal position in the org
Samir, an HR manager, is designing a training class for those working on the new cross-functional teams within her company. This class is aimed at improving group decision making and interpersonal relations. What method of delivery should Samir choose?
role-playing, practice, and discussion
To explain how to initiate, manage, and stabilize planned change, Kurt Lewin developed a model with three stages. Choose the correct three.
unfreeze, change, and refreeze
4 Behavior Leadership Approach Categories
task-oriented behavior relationship-oriented behavior passive behavior transformational behavior
Recency effect
tendency to remember recent info better than earlier info
Management By Wandering Around
term used to describe a manager's literally wandering around his work and talking to people across all lines of authority
jargon
terminology specific to a particular profession or group
Activity-Based Costing (ABC)
the accounting system used to asses the specific cost components of producing a product or service
Behavior
the actions and decisions of individual employees
Ethnocentrism
the belief that one's native country, culture, language, abilities, or behavior is superior to those of another culture
medium barrier
the communication channel is blocked
For years, Kathleen served as head of the research and development (R&D) department at Bannerman Pharmaceuticals in Chicago. She enjoyed enormous support from her team, who liked her personally and respected her professionally. Now she has retired, and her place has been taken by Jerome from Bannerman's Cleveland facility. Yet employees continue to sidestep Jerome and come directly to Kathleen for guidance, calling or emailing her at home with questions. What is her best course of action?
to continually direct her former direct reports to Jerome while emphasizing the fact that, as the new director of R&D, he has authority over, and responsibility for, the team.
Transformational Leadership
transforms employees to pursue organizations goals over self-interest
encoding
translating a message into understandable symbols or language
Empathetic Style of Listening
tuning into the speaker's emotions
Frederick Herzberg
two-factor theory, which proposed that work satisfaction and dissatisfaction arise from two different factors--work satisfaction from motivating factors and dissatisfaction from hygiene factors
Counterproductive Work Behaviors
types of behavior that harm employees and the organization as a whole -absenteeism and tardiness, drug and alcohol abuse, sabotage, sexual harassment, white-collar crime
Using 360-degree feedback appraisals makes it more difficult for managers to
unfairly favor or punish particular employees
