MGT Chapter 10 Exam 3
20. Your Local Department (YLD) store is in the process of cross-training all of its employees to be able to assist customers, do inventory audits, and assess demand for new clothing fashions. The company is changing A) people. B) structure. C) skills. D) technology. E) attitudes.
C
25. In which of the following situations would the use of OD techniques be the most helpful? A) helping employees from two similar organizations work better together in a strategic alliance B) increasing efficiency among employees in a firm C) assisting employees in dealing with stressful situations D) facilitating discussion of ethical issues in preparing a code of ethics for a company E) working with the CEO to determine how to increase profitability
C
29. A year after changes were made in the employee incentive plan, Scott is comparing absenteeism and turnover data from the last three years to the current year. Scott is in the _________ stage of OD. A) intervention B) diagnosis C) evaluation D) technostructural E) adaptation
C
61. Kotter's Change Model consists of A) three stages: unfreezing, changing, and refreezing B) three types: adaptive, innovative, and radically innovative C) eight steps for leading organizational change D) three steps: diagnosis, intervention, and evaluation E) ten characteristics for change.
C
24. Which of the following is a primary objective of OD? A) managing conflict B) revitalizing an organization C) adapting to a merger D) adapting to an acquisition E) All of the above are primary objectives of OD.
E
50. Fernando, a manager in a retail store, is changing the work schedule of his long-term employees for the holiday season. He is using the same basic schedule as he did last year. Fernando should expect that his employees will be A) terribly upset and quit. B) terribly upset but not quit. C) moderately upset and quit. D) moderately upset but not quit. E) hardly upset, or not upset at all.
E
55. The Jersey Office Supplies Company has decided to hire enough drivers to deliver products to their customers within one-half hour of when they are ordered. They believe that this practice will give them a significant advantage over the competition, which has not adopted such a practice. Jersey is introducing a(n) _________ change A) reactive B) proactive C) adaptive D) innovative E) radically innovative
E
58. During Lewin's "refreezing" stage, managers should A) make employees dissatisfied with the present way of doing things. B) give employees the tools for change. C) provide benchmarking results. D) reduce the barriers to change. E) reinforce the desired change in the employees.
E
b
If their respective teams perform above the set standard, Lindsay plans to provide a 2 percent increase in the salary of her subordinates, while Annette plans to increase it by 40 percent. In the context of the expectancy theory, how would the differences in increase affect both the teams? a. Lindsay's team would perform better when compared to Annette's team, as Annette's teammates are less pressurized. b. Annette's team would perform better when compared to Lindsay's team, as the percentage increase in salary is more. c. Both the teams would perform equally well, as the percentage change in salary increase does not make a difference, as long as there is a salary hike. d. Both the teams would perform poorly, as a percentage increase in salary increases the stress factor among both the teams.
d
In the context of appealing to the recognition need of others, which of the following statements is true? A. It is important to secretly praise the concerned employees. B. It is important to limit praising employees, so that they do not overrate themselves. C. It is important to make the praise as brief as possible, so that employees continue working hard. D. It is important not to use praise as an element to set employees in competition against one another.
c
In the context of coaching skills and techniques, rephrasing and summarizing effectively what the group member says is primarily associated with: a. giving emotional support. b. giving some gentle advice. c. reflecting content or meaning. d. helping remove obstacles.
a
In the context of the expectancy theory, the worth or attractiveness of an outcome is known as _____. A. valence B. expectancy C. compliance D. instrumentality
c
In the context of the expectancy theory, which of the following statements made by a group member reflects expectancy? a. I hope to achieve the goal assigned, so that I get an incentive hike immediately. b. I hope to achieve the goal assigned, so that I get a promotion in the long run. c. I am 60 percent sure that I will be successful in achieving the task. d. I hope to do my best, so that the performance of the team is enhanced.
c
In the context of the goal theory, how is performance related to the goal set? A. Performance is independent of goal setting. B. Performance increases unsteadily with goal setting. C. Performance improves in direct proportion to goal difficulty. D. Performance decreases with the specificity of the goals set.
a
In the context of the goal theory, which of the following statements is true? a. Group members must accept the goals, so that they improve their performance. b. Specific goals lead to a lower performance. c. Generic goals lead to a higher performance. d. Goal difficulty is independent of the team's performance.
d
Kevin announces to his team the new target, which is $25 million. He also announces an additional incentive provision of about $10,000 to each team member if the team is successful in attaining the goal within the specified time of one month. On applying goal theory to this scenario, which of the following statements is true? A. Kevin's team would perform at the same rate at which it has been performing. B. Kevin's team has a low chance of performing well as the target set can easily pressurize the team members, thus bringing down their productivity. C. Kevin's team would be disoriented, as each team member would focus on self-actualization. D. Kevin's team would perform well as the goal that he has set has been linked to the rewards drawn out of it to the team members.
a
Match the term to this example Edwin wants a promotion because of his consistent performances throughout the year. A. Valence B. Instrumentality C. Engagement D. Expectancy Theory E. Outcome
c
Match the term to this example Flora aims to reach a managerial position in her company in the next three years. A. Expectancy B. Self-Efficacy C. Goal D. Executive Coaching
e
Match the term to this example Gavin wins the first prize for his innovative project presented in a science conference. A. Valence B. Instrumentality C. Engagement D. Expectancy Theory E. Outcome
b
Match the term to this example People engage in a particular behavior with the intention of achieving a desired outcome or reward. A. Valence B. Instrumentality C. Engagement D. Expectancy Theory E. Outcome
d
Match the term to this example The concept that people will select the assignment they think they can handle the best and will benefit them the most. A. Valence B. Instrumentality C. Engagement D. Expectancy Theory E. Outcome
b
Motivating others by giving them recognition and praise can be considered a direct application of positive reinforcement. Leaders apply positive reinforcement when they ________ . A. set employees in competition against one another B. reward high-performing employees C. tell team members what to do in a given situation D. give extensive advice to poor performers
b
Ryan and Jonathan are sales managers from two different companies. While Ryan persuades his team members to put forth their best efforts, Jonathan sets a target of $50 million dollars, and asks his team members to perform accordingly. In the context of the goal theory, which of these teams would deliver a higher performance? A. Ryan's team would deliver a higher performance. B. Jonathan's team would deliver a higher performance C. Both teams have an equal chance of performing well. D. Both teams have an equal chance of performing poorly.
a
Which of the following statements is true of motivational use of recognition and praise? a. Meritorious behavior of teammates should be informed to others. b. Uniformity has to be maintained regarding the type of praise given to employees. c. Employees should be continuously praised, so that they feel competent against each other. d. Recognition should be independent of personal goals of employees.
An individual's assessment of the probability that effort will lead to correct performance of the task is referred to as _____. A. expectancy B. valence C. instrumentality D. compliance
a
Ryan puts forth the team policy of a 50 percent salary hike if his team members are successful in achieving the target. During the previous financial year, the team policy was to encourage team members to put in their best efforts, and to reward them based on their performance. In the context of the expectancy theory and the goal theory, Ryan's team would: a. perform better than the previous financial year, as the rewards are larger, and their performance is linked to rewards. b. perform the same as that of the previous financial year, as rewards and performance levels are independent. c. perform poorly, as linking rewards with performance leads to added stress among the team members which will negatively affect their performance. d. perform poorly first, and then increase their performance, as at a later stage, they realize the worth of the rewards they will obtain.
a
To appeal to the recognition needs of others, leaders should identify a meritorious behavior, and then recognize that behavior with an oral, written, or material reward. Which of the following examples shows the recognition of a meritorious behavior? A. A superior giving a congratulatory note to his subordinate B. An employee training their co-worker C. A subordinate requesting a personal favour from his superior D. A superior requesting subordinates work additional hours
a
Which of the following statements is true of motivational use of recognition and praise? a. Meritorious behavior of teammates should be informed to others. b. Uniformity has to be maintained regarding the type of praise given to employees. c. Employees should be continuously praised, so that they feel competent against each other. d. Recognition should be independent of personal goals of employees.
a
match the phrase to the description: Providing superior service or product to the users A. Meaningful work on the customer B. Meaningful work on the workgroup or team C. Meaningful work on the self D. Meaningful work on society
a
match the term to the respective example: The immediate salary hike based on an excellent performance A. First-level outcome B. Second-level outcome C. Expectancy D. Instrumentality
a
If their respective teams perform above the set standard, Lindsay plans to provide a 2 percent increase in the salary of her subordinates, while Annette plans to increase it by 40 percent. In the context of the expectancy theory, how would the differences in increase affect both the teams? a. Lindsay's team would perform better when compared to Annette's team, as Annette's teammates are less pressurized. b. Annette's team would perform better when compared to Lindsay's team, as the percentage increase in salary is more. c. Both the teams would perform equally well, as the percentage change in salary increase does not make a difference, as long as there is a salary hike. d. Both the teams would perform poorly, as a percentage increase in salary increases the stress factor among both the teams.
b
Match the term to this example People engage in a particular behavior with the intention of achieving a desired outcome or reward. A. Valence B. Instrumentality C. Engagement D. Expectancy Theory E. Outcome
b
Which of the following is a specific form of assistance provided by executive coaches? a. Counselling the leader on his personal matters b. Giving advice about career management to the teammates c. Making generic suggestions about self-promotion d. Helping corporate stars maintain their performance levels
b
Which of the following is an example of executive coaching? A. An operations manager takes all the blue-collar workers indirectly reporting to him for an offsite coaching program. B. The senior marketing manager provides a performance-oriented coaching session to the assistant sales manager. C. A production manager conducts a pre-exit coaching session to boost the morale of employees who are terminated. D. A sales manager asks one of his subordinates to provide a coaching session to the rest of the team.
b
match the phrase to the description: Developing a sense of belonging and a caring environment A. Meaningful work on the customer B. Meaningful work on the workgroup or team C. Meaningful work on the self D. Meaningful work on society
b
match the term to the respective example: The promotion that follows a salary hike for an excellent performance A. First-level outcome B. Second-level outcome C. Expectancy D. Instrumentality
b
Kevin announces to his team the new target, which is $25 million. He also announces an additional incentive provision of about $10,000 to each team member if the team is successful in attaining the goal within the specified time of one month. On applying goal theory to this scenario, which of the following statements is true? A. Kevin's team would perform at the same rate at which it has been performing. B. Kevin's team has a low chance of performing well as the target set can easily pressurize the team members, thus bringing down their productivity. C. Kevin's team would be disoriented, as each team member would focus on self-actualization. D. Kevin's team would perform well as the goal that he has set has been linked to the rewards drawn out of it to the team members.
d
Which of the following is an effective suggestion for the motivational use of recognition and praise? A. Kevin sticks to a uniform recognition policy for all his employees. B. Kevin encourages competition in his team through continuous praising. C. Kevin keeps the good performances of his employees confidential. D. Kevin links the appreciatory notes about his team to the company's overall goal and profit percentage.
d
Which of the following is true about the leadership skills and behaviors associated with the expectancy theory of motivation? a. Keep the information about the link between performances and rewards a secret. b. Always make generic goals, as this will reduce the stress level within a team. c. Aim for performance targets that cannot be attained easily. d. Train and encourage people so that they perform the required tasks well.
d
_____ is a one-on-one development process formally contracted between a leader and a management-level client to help achieve goals related to professional development and/or business performance. A. Off-the-job training B. Job counselling C. Exit interview D. Executive coaching
d
match the phrase to the description: Working toward building the community or managing resources carefully A. Meaningful work on the customer B. Meaningful work on the workgroup or team C. Meaningful work on the self D. Meaningful work on society
d
c
match the phrase to the description: Working toward higher financial competition and a sense of empowerment A. Meaningful work on the customer B. Meaningful work on the workgroup or team C. Meaningful work on the self D. Meaningful work on society
d
match the term to the respective example: A worker assessing the probability of succeeding in a task to be about 50 percent A. First-level outcome B. Second-level outcome C. Expectancy D. Instrumentality
c
match the term to the respective example: A worker changing his efforts, so that the goal is achieved on time A. First-level outcome B. Second-level outcome C. Expectancy D. Instrumentality
a
match the term to the respective example: The immediate salary hike based on an excellent performance A. First-level outcome B. Second-level outcome C. Expectancy D. Instrumentality
b
match the term to the respective example: The promotion that follows a salary hike for an excellent performance A. First-level outcome B. Second-level outcome C. Expectancy D. Instrumentality
11. Recently many older workers who had planned to retire soon decided to keep working longer. This is an example of a _________ change. A) social or political B) random C) demographic D) economic E) structural
A
18. Happy Housekeepers is considering implementing a system that will pay the cleaning workers on the basis of how quickly they can complete jobs, coupled with random inspections to insure quality. Some managers believe that this will reduce labor costs. Happy Housekeepers is focusing on changing employee A) performance. B) skills. C) attitudes. D) management. E) structure.
A
49. At the Big Apple Department Store, employees generally know that during annual inventory, they are required to work overnight shifts. This is an example of a(n) __________ change. A) adaptive B) reactive C) innovative D) proactive E) radically innovative
A
d
Alina coaches a team of 12. She restricts herself to giving instructions about the required knowledge and skills to the team members. The team members have expressed a need for Alina to be more open and personal in her approach. In the context of the fallacies about coaching, Alina fears: a. her effectiveness as a coach would come down if she does not concentrate on the basic skills and knowledge. b. her teammates do not require instructions which are beyond professional skills and knowledge. c. she would be expelled from the position of a coach if she builds personal relationships with the team members. d. she would be in danger of getting into psychotherapy if she goes beyond what she does.
a
An individual's assessment of the probability that effort will lead to correct performance of the task is referred to as _____. A. expectancy B. valence C. instrumentality D. compliance
b
An individual's assessment of the probability that performance will lead to certain outcomes is referred to as _____. A. compliance B. instrumentality C. commitment D. valence
10. Tony, the owner of Ciro di Pasta restaurant on Cape Cod is open during the "high season" from May until October. He has always hired college students on summer vacation. In recent years, the number of workers who quit mid-summer has risen significantly. When he asks, they say they are quitting because they "have enough money" or "want the time off". This is most likely an example of a(n) ________ change. A) market B) social or political C) economic D) technological E) random
B
13. The Human Resource Department at ABC Company has just calculated the absenteeism rate for 2009, and it is 25% higher than it was in 2007 and 2008. ABC should A) wait until the end of 2009 and see what the rate is. B) investigate whether employees have become dissatisfied with their jobs. C) begin a major job redesign effort. D) reduce employees' work hours. E) institute strict disciplinary procedures for employees who are absent.
B
15. XYZ Insurance Company is about to install a new computer system that will change the way claims adjusters settle claims. Adjusters will be able to do the adjustment and issue the check right at the scene of the accident! XYZ most likely needs to focus on changing employee A) performance. B) skills. C) attitudes. D) management. E) perceptions.
B
23. A(n) __________ is a consultant with a background in behavioral sciences who can be a catalyst in helping organizations deal with old problems in new ways. A) catalytic consultant B) change agent C) behavioral consultant D) transformative consultant E) behavioral agent
B
3. Which of the following is an example of a proactive change? A) Mary's staff is unhappy about the way they have been treated and quits without notice. B) Mary explores improvements in working conditions with her staff and begins to implement them prior to any real discontent on the part of the staff. C) Mary is constantly "putting out fires." D) Mary never seems to have enough time to get the information and resources she needs to take care of the problem at hand. E) All of the above are examples of proactive change.
B
5. Which of the following is an example of a force for change originating outside the organization? A) conflict management B) technological advancements C) structural reorganization D) employee problems E) absenteeism & turnover
B
53. Your Friendly Insurance Company has decided that its claims adjusters must be available to meet with claimants in the evenings and on weekends, a practice that some other insurance carriers have recently adopted. This is an example of a(n) ____________ change. A) radically innovative B) innovative C) adaptive D) proactive E) reactive
B
6. Changing drinking habits have led to an increase in wine sales and a decrease in whiskey sales. This is an example of a(n) _______ change. A) market B) social & political C) demographic D) technological E) economic
B
9. Cape Cod Potato Chips, a small business in Massachusetts, finds that 60% of the qualified candidates for open jobs are women This is the first time that women have comprised over half of the qualified candidate pool. This is an example of a(n) _________ change. A) market B) demographic C) social D) political E) economic
B
Which of the following is a supertrend shaping the future of business? A) declining population in developing countries B) some traditional companies may not survive radically innovative change C) digital long distance networks D) the capturing of general consumer information E) the rise of business-to-business technology
B
31. Which of the following circumstances is likely to increase the success of OD? A) a single large intervention B) support of top managers C) unrealistic and very high expectations in place D) goals geared to the short term rather than the long term E) applying every OD intervention in the same way across the world
B
36. A managerial innovation is generally a(n) __________ innovation. A) product B) process C) adaptive D) reactive E) proactive
B
40. The creation of products, services, or technologies that modify those that already exist is called __________ innovation. A) product B) process C) incremental D) radical E) reactive
C
30. Rosa has been asked to observe a task force during its initial meetings and to give them feedback and suggestions about how to improve the way they function. Rosa is involved in A) survey feedback. B) diagnosis. C) intergroup development. D) technostructural activities. E) evaluation.
B
38. A(n) __________ innovation is a change in the way a product or service is conceived, manufactured, or disseminated. A) product B) process C) adaptive D) reactive E) proactive
B
39. Wendy's created display screens at its drive-thru windows that show customers their orders and prices. This is an example of a(n) _________ innovation. A) product B) process C) adaptive D) reactive E) proactive
B
45. Championing an innovation may require you to draw on your finest ___________ skills in order to be successful. A) organizational B) communication C) production D) financial E) pricing
B
d
Which of the following is an effective suggestion for the motivational use of recognition and praise? A. Kevin sticks to a uniform recognition policy for all his employees. B. Kevin encourages competition in his team through continuous praising. C. Kevin keeps the good performances of his employees confidential. D. Kevin links the appreciatory notes about his team to the company's overall goal and profit percentage.
b
Which of the following is an example of executive coaching? A. An operations manager takes all the blue-collar workers indirectly reporting to him for an offsite coaching program. B. The senior marketing manager provides a performance-oriented coaching session to the assistant sales manager. C. A production manager conducts a pre-exit coaching session to boost the morale of employees who are terminated. D. A sales manager asks one of his subordinates to provide a coaching session to the rest of the team.
c
Which of the following is considered an act of recognition? A. Providing salaries on time to employees B. Counseling employees when required C. Congratulating employees for their performances D. Punishing employees in the open
d
Which of the following is true about the leadership skills and behaviors associated with the expectancy theory of motivation? a. Keep the information about the link between performances and rewards a secret. b. Always make generic goals, as this will reduce the stress level within a team. c. Aim for performance targets that cannot be attained easily. d. Train and encourage people so that they perform the required tasks well.
It is found that leaders perceived to be _________ had a positive impact on worker optimism. A. Engagement B. Transformational C. Meaningful work D. Feedback E. Coaching
b
Match the term to this example A company hires a professional to have one-on-one sessions with its employees to help them achieve their goals. A. Expectancy B. Self-Efficacy C. Goal D. Executive Coaching
d
54. Introducing a practice that is new to the industry is called a(n) __________ change. A) radically innovative B) innovative C) adaptive D) reactive E) incremental
A
7. More companies are forging strategic alliances with other firms. This is an example of a(n) ________ change. A) market B) social C) cemographic D) political E) economic
A
c
The _____ is based on the premise that the amount of effort people expend depends on how much reward they expect to get in return. A. engagement theory B. equity theory C. expectancy theory D. goal theory
Recognition is a strong motivator because ________ . A. it requires a substantial amount of funding. B. it causes resentment. C. it fulfils a basic human need. D. it can result in embarrassment.
c
match the term to the respective example: A worker changing his efforts, so that the goal is achieved on time A. First-level outcome B. Second-level outcome C. Expectancy D. Instrumentality
c
a
Match the term to this example Lawrence wonders if extra coaching could help him fare better in mathematics. A. Expectancy B. Self-Efficacy C. Goal D. Executive Coaching
One of the fallacies associated with coaching is that: A. it has to be done through digital technology. B. it applies only to one-to-one work. C. it has to do with practiced knowledge and skills. D. it can only be done by experienced leaders.
b
An active listener tries to _____. A. grasp both facts and feelings B. ignore nonverbal communication C. assess the attractiveness of an outcome D. analyze the probability of certain outcomes
a
An advantage of a goal related to a noble cause is that the goal: A. is likely to inspire workers. B. is geared toward the short-term. C. gives workers step-by-step guidance. D. has a relatively low valence.
a
In the context of appealing to the pride of employees, which of the following statements is true? a. Workers can experience pride in relation to recognition symbols. b. Pride in one's accomplishments is a major extrinsic motivator. c. A key tactic for the manager is to set his or her compass on money. d. Appealing to an employee's pride and recognition are two mutually exclusive acts of motivation.
a
In the context of the expectancy theory, the worth or attractiveness of an outcome is known as _____. A. valence B. expectancy C. compliance D. instrumentality
a
In the context of the goal theory, which of the following statements is true? a. Group members must accept the goals, so that they improve their performance. b. Specific goals lead to a lower performance. c. Generic goals lead to a higher performance. d. Goal difficulty is independent of the team's performance.
a
Match the term to this example Edwin wants a promotion because of his consistent performances throughout the year. A. Valence B. Instrumentality C. Engagement D. Expectancy Theory E. Outcome
a
Roberto demonstrates the desired behavior expected from his group members when a client visit takes place. In the context of coaching skills and techniques, he is: a. modeling the desired performance. b. giving specific feedback. c. helping remove obstacles. d. listening actively.
a
match the phrase to the description: Working toward higher financial competition and a sense of empowerment A. Meaningful work on the customer B. Meaningful work on the workgroup or team C. Meaningful work on the self D. Meaningful work on society
c
2. A change in response to problems or opportunities is called a(n) A) reactive change. B) incremental change. C) proactive change. D) radical change. E) process change
A
a
An active listener tries to _____. A. grasp both facts and feelings B. ignore nonverbal communication C. assess the attractiveness of an outcome D. analyze the probability of certain outcomes
16. Employees might feel they are being underpaid for what they do. This is an example of A) an attitude. B) greed. C) a perception. D) a stance. E) a fact.
C
b
Christy starts her coaching session on "Eliminating Plastic Wastes" with the question: "What do you think are the reasons people still can't say no to plastic?" In this case, which of the following coaching techniques is used by Christy? A. Helping remove obstacles B. Listening actively C. Giving emotional support D. Giving guidance
b
It is found that leaders perceived to be _________ had a positive impact on worker optimism. A. Engagement B. Transformational C. Meaningful work D. Feedback E. Coaching
A person having high-self efficacy: A. perceives himself to be less effective than most people. B. has an essential sense of superiority over others. C. has confidence in his ability to carry out a particular task. D. gets easily discouraged when faced with obstacles.
c
The feeling of doing work that matters is known as _________ A. Engagement B. Transformational C. Meaningful work D. Feedback E. Coaching
c
A person with a(n) _____is strongly motivated to develop new skills during the process of achieving a goal. A. performing goal orientation B. effort-to-performance expectancy C. performance-to-outcome expectancy D. learning goal orientation
d
An illustrative way in which leaders can facilitate engagement among employees is to provide them ________ on the progress they are making with their work. A. Engagement B. Transformational C. Meaningful work D. Feedback E. Coaching
d
Leaders need to use motivation and _________ techniques to help keep employees engaged. A. Engagement B. Transformational C. Meaningful work D. Feedback E. Coaching
e
Match the term to this example Gavin wins the first prize for his innovative project presented in a science conference. A. Valence B. Instrumentality C. Engagement D. Expectancy Theory E. Outcome
e
21. The Lemon Car Company recently instituted cross-functional teams to develop new products. People on the teams may be located in different parts of the country. It is expensive and time-consuming for people to travel from their different locations to headquarters to meet. The company would benefit most from a change in _________ involving A) technology; teams meeting "virtually" through electronic media. B) structure; disbanding the teams and relying on individuals to develop new products. C) culture; sending team members to conflict management courses. D) people; hiring new people in the organization at the headquarters location. E) strategy; dropping the strategy of developing new products.
A
33. A survey of 4,559 corporate managers in 36 industries found that U.S. executives thought their own companies gave innovation short shrift—only ______ percent felt their organizations could be respected for their leadership in this area. A) 4 B) 10 C) 15 D) 25 E) 30
A
c
A person having high-self efficacy: A. perceives himself to be less effective than most people. B. has an essential sense of superiority over others. C. has confidence in his ability to carry out a particular task. D. gets easily discouraged when faced with obstacles.
d
A person with a(n) _____is strongly motivated to develop new skills during the process of achieving a goal. A. performing goal orientation B. effort-to-performance expectancy C. performance-to-outcome expectancy D. learning goal orientation
d
Alan, the CEO of a software company, is concerned about the fact that, Craig, an experienced coach who is a technologist in his company, is moving out of the firm. Alan feels Craig's moving out would negatively impact the coaching scenario of the company. Alan's fear is associated with the fallacy about coaching that: A. it has to be done face-to-face. B. it has to do with provision of new knowledge. C. it applies only in one-to-one work. D. it has to be necessarily carried out by an expert.
22. The set of techniques used for implementing planned change to make people and organizations more effective is called A) organizational transformation. B) organization development. C) TQM. D) revitalization. E) incremental innovation.
B
14. Employees at ABC Manufacturing belong to the Widget Makers Union. The union has struck or come close to striking several times over the past 25 years. Labor negotiations have historically been very tense. ABC most likely needs to focus on changing A) forces originating outside the organization. B) the number of mergers & acquisitions that occur. C) forces originating inside the organization. D) manufacturing. E) supply chain management.
C
1. Which of the following is an effective way to deal with change and innovation? A) insist on success B) further increase work rules and hierarchy C) copy others' successes D) have the courage to follow your ideas E) jump right into it
D
41. The creation of products, services, or technologies that replace those that already exist is called __________ innovation. A) product B) process C) incremental D) radical E) reactive
D
43. Esteban, President of Acme Beverage Company, has just reviewed the dismal results of the company's new product, a chocolate cola beverage. Edith was the major force behind the idea and its market trial. It appears that Edith did the normal level and type of research on the product's acceptance by consumers prior to its introduction. Esteban should A) fire Edith as an example to others. B) demote Edith. C) send Edith to a marketing class. D) reward Edith. E) ignore the product failure.
D
48. Employees are likely to see an adaptive change as A) highly threatening. B) moderately threatening. C) somewhat threatening. D) least threatening. E) totally unacceptable.
D
51. A change that represents the introduction of a new practice to an organization that is not new to the industry is called a(n) A) adaptive change. B) reactive change. C) proactive change. D) innovative change. E) radically innovative change.
D
8. Inside forces for change include which of the following? A) immigration B) skill level of available employees C) mergers and acquisitions D) absenteeism E) office automation
D
d
During a face-to-face feedback session with his teammates, Kevin finds that they were more inclined toward long term goals than an immediate reward for performance. In the context of the expectancy theory, Kevin's teammates primarily focus on _____. a. self-efficacy b. expectancies c. instrumentality d. second-level outcomes
32. Which of the following is a characteristic of innovation? A) It is uncertain. B) It may be complex. C) It may be controversial. D) People closest to it know the most about it. E) All of the above statements are characteristics of innovation.
E
42. According to experts, innovation has which of the following characteristics? A) Innovating is an uncertain process. B) Innovation is knowledge-intensive. C) Innovation may be controversial. D) Innovation can be complex. E) All of the above are characteristics of innovation.
E
44. Organizations can help to make innovation happen by A) creating a culture that celebrates failure. B) supporting innovation with resources. C) rewarding successful innovations. D) rewarding R & D people in a similar way to salespeople. E) all of the above.
E
56. Radically innovative change involves ________ change in complexity, cost, and uncertainty. A) no B) somewhat low C) minimum D) moderate E) extreme
E
e
Leaders need to use motivation and _________ techniques to help keep employees engaged. A. Engagement B. Transformational C. Meaningful work D. Feedback E. Coaching
d
Match the term to this example A company hires a professional to have one-on-one sessions with its employees to help them achieve their goals. A. Expectancy B. Self-Efficacy C. Goal D. Executive Coaching
b
Match the term to this example Alice is extremely confident about performing well in her new job. A. Expectancy B. Self-Efficacy C. Goal D. Executive Coaching
c
Match the term to this example An employee's willingness to stay with the firm and go beyond the call of duty A. Valence B. Instrumentality C. Engagement D. Expectancy Theory E. Outcome
b
One of the fallacies associated with coaching is that: A. it has to be done through digital technology. B. it applies only to one-to-one work. C. it has to do with practiced knowledge and skills. D. it can only be done by experienced leaders.
c
Recognition is a strong motivator because ________ . A. it requires a substantial amount of funding. B. it causes resentment. C. it fulfils a basic human need. D. it can result in embarrassment.
a
Roberto demonstrates the desired behavior expected from his group members when a client visit takes place. In the context of coaching skills and techniques, he is: a. modeling the desired performance. b. giving specific feedback. c. helping remove obstacles. d. listening actively.
b
The commitment workers make to their employer is known as _____. A. morale B. engagement C. valence D. motivation
c
The feeling of doing work that matters is known as _________ A. Engagement B. Transformational C. Meaningful work D. Feedback E. Coaching
a
To appeal to the recognition needs of others, leaders should identify a meritorious behavior, and then recognize that behavior with an oral, written, or material reward. Which of the following examples shows the recognition of a meritorious behavior? A. A superior giving a congratulatory note to his subordinate B. An employee training their co-worker C. A subordinate requesting a personal favour from his superior D. A superior requesting subordinates work additional hours
c
When an employee performs extremely well, so that he gets a higher financial compensation, it is part of doing meaningful work on the _____. A. team B. society C. self D. customer
b
Which of the following is a specific form of assistance provided by executive coaches? a. Counselling the leader on his personal matters b. Giving advice about career management to the teammates c. Making generic suggestions about self-promotion d. Helping corporate stars maintain their performance levels
a
_________ is reflected in employee willingness to stay with the firm and go beyond the call of duty. A. Engagement B. Transformational C. Meaningful work D. Feedback E. Coaching
Christy starts her coaching session on "Eliminating Plastic Wastes" with the question: "What do you think are the reasons people still can't say no to plastic?" In this case, which of the following coaching techniques is used by Christy? A. Helping remove obstacles B. Listening actively C. Giving emotional support D. Giving guidance
b
Match the term to this example Alice is extremely confident about performing well in her new job. A. Expectancy B. Self-Efficacy C. Goal D. Executive Coaching
b
Alan, the CEO of a software company, is concerned about the fact that, Craig, an experienced coach who is a technologist in his company, is moving out of the firm. Alan feels Craig's moving out would negatively impact the coaching scenario of the company. Alan's fear is associated with the fallacy about coaching that: A. it has to be done face-to-face. B. it has to do with provision of new knowledge. C. it applies only in one-to-one work. D. it has to be necessarily carried out by an expert.
d
match the term to the respective example: A worker assessing the probability of succeeding in a task to be about 50 percent A. First-level outcome B. Second-level outcome C. Expectancy D. Instrumentality
d
b
match the phrase to the description: Developing a sense of belonging and a caring environment A. Meaningful work on the customer B. Meaningful work on the workgroup or team C. Meaningful work on the self D. Meaningful work on society
a
match the phrase to the description: Providing superior service or product to the users A. Meaningful work on the customer B. Meaningful work on the workgroup or team C. Meaningful work on the self D. Meaningful work on society
d
match the phrase to the description: Working toward building the community or managing resources carefully A. Meaningful work on the customer B. Meaningful work on the workgroup or team C. Meaningful work on the self D. Meaningful work on society
a
In the context of appealing to the pride of employees, which of the following statements is true? a. Workers can experience pride in relation to recognition symbols. b. Pride in one's accomplishments is a major extrinsic motivator. c. A key tactic for the manager is to set his or her compass on money. d. Appealing to an employee's pride and recognition are two mutually exclusive acts of motivation.
12. Which of the following would be an indicator for an organization that change might be needed? A) excessive conflict between managers and employees B) job dissatisfaction C) high absenteeism D) unmet needs E) All of the above are indicators that change might be needed in the organization.
E
Match the term to this example Lawrence wonders if extra coaching could help him fare better in mathematics. A. Expectancy B. Self-Efficacy C. Goal D. Executive Coaching
a
_________ is reflected in employee willingness to stay with the firm and go beyond the call of duty. A. Engagement B. Transformational C. Meaningful work D. Feedback E. Coaching
a
27. Fred, an OD consultant, is designing a survey of employee attitudes to be given to workers at the Lemon Automobile Company. Fred is in the _________ stage of OD. A) intervention B) diagnosis C) evaluation D) process consultation E) technostructural
B
17. Which of the following is an area in which change is often needed? A) technology B) strategy C) people D) structure E) All of the above are areas in which change is often needed.
E
a
An advantage of a goal related to a noble cause is that the goal: A. is likely to inspire workers. B. is geared toward the short-term. C. gives workers step-by-step guidance. D. has a relatively low valence.
Match the term to this example The concept that people will select the assignment they think they can handle the best and will benefit them the most. A. Valence B. Instrumentality C. Engagement D. Expectancy Theory E. Outcome
d
4. Wal-Mart's use of RFID (a type of technology that allows it to improve inventory turnover) is an example of: a _________ change. A) reactive B) incremental C) proactive D) responsive E) radical
C
26. The question "What is the problem?" would most likely be asked during the __________ stage of OD. A) unfreezing B) diagnosis C) adaptation D) process E) intervention
B
28. Maria, an OD consultant, has summarized the results of a survey of employee attitudes, and is leading a meeting with a group of employees and managers to tell them what was said and engage them in problem solving. Maria is in the ________ stage of OD. A) intervention B) diagnosis C) evaluation D) technostructural E) adaptation
A
35. A technological innovation is generally a(n) __________ innovation. A) product B) process C) adaptive D) reactive E) proactive
A
37. A(n) __________ innovation is a change in the appearance or the performance of a product or a service or the creation of a new one. A) product B) process C) adaptive D) reactive E) proactive
A
46. Which of the following sequences best describes how a manager can foster innovation in an organization? A) recognize problems, gain allies, reward employees B) recognize problems, overcome resistance, empower employees C) overcome resistance, empower employees, provide incentives D) recognize problems, empower employees, devise solutions E) reorganize, change culture, devise solutions
A
47. The reintroduction of a familiar practice within the same organization is called a(n) A) adaptive change. B) reactive change. C) innovative change. D) radically innovative change. E) proactive change.
A
57. Lewin's Change Model consists of A) three stages: unfreezing, changing, and refreezing B) three types: adaptive, innovative, and radically innovative C) eight steps for leading organizational change D) three steps: diagnosis, intervention, and evaluation E) ten characteristics for change.
A
c
An effective coaching technique is to: A. listen silently and passively. B. build strict formal relationships. C. gain a commitment to change. D. give general suggestions as feedback.
d
An illustrative way in which leaders can facilitate engagement among employees is to provide them ________ on the progress they are making with their work. A. Engagement B. Transformational C. Meaningful work D. Feedback E. Coaching
19. The Convenient Pharmacy chain has received numerous complaints from home delivery customers in the Friendly Hills area that their prescriptions often arrive late. Almost all of the drivers say that they often get lost trying to find houses in this neighborhood, even when directions have previously been obtained from the customers. (Convenient Pharmacy does not give its drivers GPS technology.) Frequently, drivers have to take time to call the customer again for even more detailed directions. Convenient Pharmacy probably needs to change its A) structure. B) people. C) technology. D) culture. E) strategy.
C
34. Cynthia Barton Rabe, a former innovation strategist for Intel, suggests that too much knowledge and _______ can actually kill innovation. A) determination B) tolerance for ambiguity C) experience D) technical ability E) creativity
C
52. An innovative change involves _________ complexity, cost, and uncertainty. A) no B) minimum C) moderate D) high E) extreme
C
59. During Lewin's "changing" stage, managers should A) give employees the tools for change. B) reinforce the desired change. C) give people new models of behavior. D) reduce the barriers to change. E) make employees dissatisfied with the present situation.
C
60. The process by which a company compares its performance with that of high-performing organizations is called A) TQM. B) MBO. C) benchmarking. D) continuous improvement. E) radical innovation.
C
a
Ryan puts forth the team policy of a 50 percent salary hike if his team members are successful in achieving the target. During the previous financial year, the team policy was to encourage team members to put in their best efforts, and to reward them based on their performance. In the context of the expectancy theory and the goal theory, Ryan's team would: a. perform better than the previous financial year, as the rewards are larger, and their performance is linked to rewards. b. perform the same as that of the previous financial year, as rewards and performance levels are independent. c. perform poorly, as linking rewards with performance leads to added stress among the team members which will negatively affect their performance. d. perform poorly first, and then increase their performance, as at a later stage, they realize the worth of the rewards they will obtain.
d
_____ is a one-on-one development process formally contracted between a leader and a management-level client to help achieve goals related to professional development and/or business performance. A. Off-the-job training B. Job counselling C. Exit interview D. Executive coaching
An individual's assessment of the probability that performance will lead to certain outcomes is referred to as _____. A. compliance B. instrumentality C. commitment D. valence
b
Motivating others by giving them recognition and praise can be considered a direct application of positive reinforcement. Leaders apply positive reinforcement when they ________ . A. set employees in competition against one another B. reward high-performing employees C. tell team members what to do in a given situation D. give extensive advice to poor performers
b
Ryan and Jonathan are sales managers from two different companies. While Ryan persuades his team members to put forth their best efforts, Jonathan sets a target of $50 million dollars, and asks his team members to perform accordingly. In the context of the goal theory, which of these teams would deliver a higher performance? A. Ryan's team would deliver a higher performance. B. Jonathan's team would deliver a higher performance C. Both teams have an equal chance of performing well. D. Both teams have an equal chance of performing poorly.
b
The commitment workers make to their employer is known as _____. A. morale B. engagement C. valence D. motivation
b
An effective coaching technique is to: A. listen silently and passively. B. build strict formal relationships. C. gain a commitment to change. D. give general suggestions as feedback.
c
In the context of coaching skills and techniques, rephrasing and summarizing effectively what the group member says is primarily associated with: a. giving emotional support. b. giving some gentle advice. c. reflecting content or meaning. d. helping remove obstacles.
c
In the context of the expectancy theory, which of the following statements made by a group member reflects expectancy? a. I hope to achieve the goal assigned, so that I get an incentive hike immediately. b. I hope to achieve the goal assigned, so that I get a promotion in the long run. c. I am 60 percent sure that I will be successful in achieving the task. d. I hope to do my best, so that the performance of the team is enhanced.
c
In the context of the goal theory, how is performance related to the goal set? A. Performance is independent of goal setting. B. Performance increases unsteadily with goal setting. C. Performance improves in direct proportion to goal difficulty. D. Performance decreases with the specificity of the goals set.
c
Match the term to this example An employee's willingness to stay with the firm and go beyond the call of duty A. Valence B. Instrumentality C. Engagement D. Expectancy Theory E. Outcome
c
Match the term to this example Flora aims to reach a managerial position in her company in the next three years. A. Expectancy B. Self-Efficacy C. Goal D. Executive Coaching
c
The _____ is based on the premise that the amount of effort people expend depends on how much reward they expect to get in return. A. engagement theory B. equity theory C. expectancy theory D. goal theory
c
When an employee performs extremely well, so that he gets a higher financial compensation, it is part of doing meaningful work on the _____. A. team B. society C. self D. customer
c
Which of the following is considered an act of recognition? A. Providing salaries on time to employees B. Counseling employees when required C. Congratulating employees for their performances D. Punishing employees in the open
c
Alina coaches a team of 12. She restricts herself to giving instructions about the required knowledge and skills to the team members. The team members have expressed a need for Alina to be more open and personal in her approach. In the context of the fallacies about coaching, Alina fears: a. her effectiveness as a coach would come down if she does not concentrate on the basic skills and knowledge. b. her teammates do not require instructions which are beyond professional skills and knowledge. c. she would be expelled from the position of a coach if she builds personal relationships with the team members. d. she would be in danger of getting into psychotherapy if she goes beyond what she does.
d
During a face-to-face feedback session with his teammates, Kevin finds that they were more inclined toward long term goals than an immediate reward for performance. In the context of the expectancy theory, Kevin's teammates primarily focus on _____. a. self-efficacy b. expectancies c. instrumentality d. second-level outcomes
d
In the context of appealing to the recognition need of others, which of the following statements is true? A. It is important to secretly praise the concerned employees. B. It is important to limit praising employees, so that they do not overrate themselves. C. It is important to make the praise as brief as possible, so that employees continue working hard. D. It is important not to use praise as an element to set employees in competition against one another.
d
