OLS 27400

The ability to analyze and diagnose complex situations requires ________. A. Technical competence B. Decision-making competence C. Conceptual competence D. Persuasion competence D. Detection competence

C. Conceptual competence

When supervisors perform operating tasks alongside the same people they supervise some people, particularly upper management, see them as ________. A. Unnecessary B. Obsolete C. Just another worker D. An effective E. Conflicted

C. Just another worker

True/False As organizations impose distinct role requirements on different members, they eliminate communication barriers.

False

True/False One hundred percent of workers must sign authorization cards before efforts to organize a union may begin.

False

**Effective supervisors understand ________ and adjust their actions accordingly. a. economic factors b. the political nature of organizations c. their own motives d. communication with managers e. supervisory performance

NOT: a. economic factors

True/False The law prohibits supervisors from using any selection device that cannot be shown to be directly related to successful job performance.

True

True/False To be a charismatic leader you need a vision for the future, unconventional ways of achieving the vision, and the ability to communicate the vision to others.

True

A process for negotiating a union contract and for administrating the contract after it has been negotiated is ________. a. collective bargaining b. grievance procedure c. mediation d. arbitration e. conciliation

a. collective bargaining

The statistical technique used to measure variation in a system to produce an average with statistically determined upper and lower limits is ________. a. control chart b. production bottleneck c. Pareto diagram d. plot diagram e. scatter diagram

a. control chart

The top-rating of honesty as an identifying characteristic of admired supervisors indicates that in order for supervisors to become effective leaders, they must realize the importance of: ________. a. credibility and trust b. control and structure c. achievement and effort d. responsibility and authority e. power and permission

a. credibility and trust

How often should an informal performance appraisal be conducted? a. day to day b. at least once a year c. twice a year d. on the anniversary date of the employee e. once a month

a. day to day

Actions taken by a supervisor to enforce the organization's standards and regulations is referred to by the general term ________. a. discipline b. enforcement c. regulation d. assertion e. standardization

a. discipline

The transference and understanding of meaning is an indication of ________. a. effective communication b. visionary management c. achieving management objectives d. effective benchmarks e. competitive pressures

a. effective communication

Nonfinancial rewards designed to enrich employees' lives are referred to as ________. a. employee benefits b. indirect compensation c. direction compensation d. out-of-pocket benefits e. entitlement incentives

a. employee benefits

Leadership skills that focus on your ability to work with, understand, and motivate those people around you are ________ skills. a. human relations b. technical c. problem solving d. networking e. conceptual

a. human relations

One of the appealing aspects of groups is that they represent ________, because what often cannot be achieved individually becomes possible through group action. a. power b. unity c. togetherness d. organization e. representation

a. power

People who do not have good listening skills are not going to get the full message as the ________. a. sender meant to convey it b. communication channel was delivered c. message was distorted by the feedback d. signal was decoded by the receiver e. feedback was originated

a. sender meant to convey it

The configuration most widely used in smaller businesses in which the supervisor and the owner are often the same person is called a ________ structure. a. simple b. line c. process d. network e. functional

a. simple

Paul Hersey and Kenneth Blanchard proposed a leadership model called ________, which focuses attention on the readiness of employees. a. situational b. task-centered c. democratic d. transformational e. transactional

a. situational

The findings of research by Geert Hofstede group countries according to three cultural variables. One of those variables is ________. a. societal uncertainty b. norming differences c. timidity d. reputation e. societal certainty

a. societal uncertainty

When there is a proven relationship between a selection device and some relevant criterion, that device is said to be ________. a. valid b. fair c. reliable d. equal e. just

a. valid

Until passage of the Taft-Hartley Act, the ________ was dominant in labor contracts. Under this arrangement, an individual would join the union, be trained by the union, and sent to work for an employer by the union. a. controlled shop b. closed shop c. labor shop d. union shop e. restricted shop

b. closed shop

The type of control that provides feedback, after an activity is finished, in order to prevent any future deviation is ________ control. a. preventive b. corrective c. break-even analysis d. contact e. proactive

b. corrective

Accept errors have obvious costs to supervisors and their organizations, including which of the following: a. cost of goods sold b. cost of training c. cost of retraining d. vacation time e. team respect

b. cost of training

(Ch.8) Under Maslow's hierarchy of needs theory, self-respect, autonomy and achievement would be included in which level of needs? a. self-actualization b. esteem c. physiological d. social e. safety

b. esteem

Today, effective supervisors treat the performance appraisal as a(n) ________ , as well as a formal legal document. a. reason to terminate b. evaluation and development tool c. justification for promotions d. determinant in pay adjustments e. disciplinary tool

b. evaluation and development tool

The three most popular sets of criteria that supervisors appraise are ________. a. individual temperament, punctuality, and thoroughness b. individual task outcomes, behaviors, and traits c. individual work record, punctuality, and excellence d. individual behavior, loyalty, and traits e. individual personality, task accomplishment, and attendance

b. individual task outcomes, behaviors, and traits

In some jobs, employees regularly get ________ on how well they are doing because feedback is built into the job. a. job analysis b. intrinsic feedback c. performance data d. re-engineering advice e. job evaluation

b. intrinsic feedback

One reason for a supervisor to use a written document to communicate would be ________. a. speed and ease b. little ambiguity for recipients c. uncertainty in the group d. decision paralysis e. to reduce aggressiveness

b. little ambiguity for recipients

When appraisers rate other people giving special consideration to those qualities that they perceive in themselves, they are making a ________ error. a. low leniency b. similarity c. halo d. central tendency e. graphic rating

b. similarity

A supervisor's formal communication addresses ________. a. communication barriers b. task-related issues c. informal groups d. communication breakdowns e. the grapevine

b. task-related issues

By having ________ skills, the tools, procedures and techniques that are unique to the work situation, a supervisor is able to assist employees. a. conceptual b. technical c. networking d. human relations e. performance

b. technical

All of these are grapevine patterns EXCEPT ________. a. cluster b. two-tier c. gossip d. probability e. single strand

b. two-tier

An employee who asks a colleague a question without any emphasis on words demonstrates a lack of ________. a. sincerity b. verbal intonation c. socialization d. social interaction e. social networking

b. verbal intonation

When a supervisor encounters a(n) ________ problem, the goal is clear, the problem familiar, and information about the problem easily defined and complete. a. periodic b. well-structured c. consistent d. ill-structured e. catastrophic

b. well-structured

Across the United States less than one-fourth of all employees use ________. a. stress reduction techniques b. wellness programs c. group counseling d. therapy e. 12-step programs

b. wellness programs

When an entire job is broken down into a number of steps, rather than being done by one individual, and each step is completed by a separate individual, it is called ________. a. work coordination b. work specialization c. job rotation d. contingency planning e. management by objectives

b. work specialization

With more than ________ percent of employees seeking to "meet their mate" in the workplace, supervisors must work with human resource professionals to develop new policies and procedures for dealing with these risky relationships. a. 23 b. 33 c. 43 d. 53 e. 63

c. 43

Many organizations offer ________ programs to employees who are experiencing personal problems in order to assist them in returning to productivity as swiftly as possible. a. twelve-step b. therapy c. EAP d. professional assistance e. worker rehab

c. EAP

CH.14 ________ problem solving operates under the assumption that there is at least one settlement that can create a win-win solution. a. Negotiated b. Collaborative c. Integrative d. Coalition e. Distributive

c. Integrative

________ is particularly effective in reducing threats created by ambiguity. a. Employee involvement b. Offering incentives c. Opening communication channels d. Building trust e. Changing attitudes

c. Opening communication channels

Critical to the success of supervising others in the global village is understanding ________. a. mechanistic organizations b. corporate downsizing c. cultural environments d. organic organizations e. conflict resolution

c. cultural environments

A common provision in union security arrangements is a process called the ________ when an employer withholds union dues from members' paychecks. a. payroll deduction b. union dues c. dues checkoff d. dues remittance e. employee remittance

c. dues checkoff

Actively listening with ________ requires suspending personal thoughts and feelings and adjusting what is thought and felt to the speaker's world. a. feedback b. facial expression c. empathy d. tolerance e. intensity

c. empathy

CH.16 A technique whereby a neutral third party conducts a hearing to gather evidence from both labor and management is called ________. a. arbitration b. negotiation c. fact finding d. mediation e. conciliation

c. fact finding

Although organizing drives may be unsuccessful, when unions achieve their goal to become the exclusive bargaining agent, the next step is to ________. a. hold a certification election b. enter mediation c. negotiate the contract d. vote to accept the contract e. administer the contract

c. negotiate the contract

(CH.10) Some of the most meaningful communication is not spoken, written, or transmitted on a computer. This type of communication is called ________. a. verbal communication b. extrasensory perception c. nonverbal communication d. the grapevine e. oral communication

c. nonverbal communication

Which of the following is the lowest need in A. H. Maslow's hierarchy of needs theory? a. self-actualization b. esteem c. physiological d. safety e. psychological

c. physiological

In almost any discussion of performance in an organization, the focus will generally turn to the topic of ________. a. strategic planning b. acquisitions and mergers c. productivity d. informal discussion e. strategic objectives

c. productivity

Action that begins with a verbal warning, and then proceeds through written reprimands, suspension, and finally, in the most serious cases, dismissal is ________. a. an inevitable consequence b. justifiable termination c. progressive discipline d. logical punishment e. discordant justification

c. progressive discipline

People differ in the degree to which they like or dislike themselves. This trait is called ________. a. locus of control b. egotism c. self-esteem d. self-actualization e. narcissism

c. self-esteem

Supervisor behavior in the ________ leadership model reflects two-way leader-employee communications. a. task-centered b. free-rein c. situational d. people-centered e. democratic-participative

c. situational

Today supervisors and operatives are being actively included in ________. In this way those most familiar with a problem are able to quickly analyze and solve it. a. top management decisions b. restructuring c. the decision-making process d. reorganization e. chain of command

c. the decision-making process

Employees often fear that any change in their work environment may reduce their ________. a. work hours b. employment status c. unemployment income d. job security or income e. power

d. job security or income

Injuries sustained by continuous and repetitive movements of a body part are called ________. a. carpal tunnel syndrome b. movement syndrome c. skeletal disorders d. stress e. repetitive stress injuries

e. repetitive stress injuries

True/False If you fail as a leader, it is likely that your followers—as well as others—have lost respect for you because of your lack of technical skills.

False

True/False Personal observation provides after-the-fact insight into the activity being reviewed.

False

True/False Poor communication is the source of all conflicts.

False

True/False Resistance to change surfaces in many forms. It is most difficult for supervisors to deal with resistance when it is overt.

False

True/False Sealing vents in the work place is a way to make sure employees get enough fresh air.

False

True/False Should supervisors feel that an OSHA fine levied is unjust, or too harsh, the law prohibits the supervisor and the organization from filing an appeal.

False

True/False Sometimes compromise is the best conflict resolution technique—just withdrawing from the conflict or ignoring its existence.

False

True/False Studies show employees who rate high in externality are more satisfied with their jobs, less alienated from the work setting, and more involved in their jobs than internals.

False

True/False The degree to which the job has a substantial impact on the lives or work of other people is task identity.

False

True/False The majority of studies have found that advertisements produce the best candidates.

False

True/False The number of organizations that provide supervisory training in the mechanics of performance appraisal to minimize the likelihood that discrimination might occur in the process is decreasing.

False

True/False To address survivor syndrome, supervisors may want to limit opportunities for employees to talk to counselors about their guilt, anger, and anxiety.

False

True/false A supervisor who disagrees with the wishes of upper management has the authority to perform work as he or she sees most effective.

False

True/False Experts agree that traits are inferior to both task outcomes and behaviors as appraisal criteria because traits refer to performance itself, not to potential predictions of performance.

False

True/False Heuristics are commonly found in two forms -- knowledge and representative.

False

True/False Understanding is improved when the speaker tailors language to the audience.

True

True/false Many first-level managers perform both managerial functions and operators of tasks

True

True/False Resistance to change can be reduced through communication with employees to help them see the logic of the change.

True

True/false The supervisor's unique responsibility and the management function of an organization is overseeing the work of operative employees

True

True/false In essence, technology today has enhanced supervisors' ability to perform their jobs. (CH.2)

True

True/false One top-level manager might be a senior vice-president tasks include developing the policies to achieve the organization's objectives.

True

If unresolved, competing expectations between upper management and operators can cause supervisors ________. A. Resign B. To feel frustration and stress C. To become authoritarian D. To withhold information E. To abdicate authority

B. To feel frustration and stress

An obligation that organizations have to the public--going beyond the law and profit making--is ________. A. A union free plan B. Profit maximization C. Social responsibility D. Corporate downsizing E. Return on investment

C. Social responsibility

True/False An effective supervisor always needs to be assertive.

False

True/False Even if employees have not been involved in a change from the beginning, they will usually actively support the change.

False

True/False Legitimate power does not allow supervisors to reward and punish their employee.

False

True/False More than 10 thousand sexual harassment complaints were filed yearly from 2010-2013 with the Equal Employment Opportunity Commission (EEOC).

False

True/False Negotiation is a form of compromise, and even though an oral agreement is achieved, it is not converted into a written contract.

False

True/False OSHA requires that any illness, no matter how insignificant it may appear, must be reported on Form 300.

False

True/False The amount of information transmitted in a face-to-face conversation is less rich than that received from reading a flier or a bulletin board.

False

True/ False The majority of studies find that employee referrals produce the best candidates.

True

True/False A common provision in union security arrangements is a process called the dues checkoff.

True

True/False A supervisor's goal should be to have enough conflict in the department to keep the unit responsive and innovative, but not so much as to hinder departmental performance.

True

True/False After a strike is underway, a form of protest referred to as picketing usually begins in an attempt to prevent dissident members of the union, members of other unions, and nonunionized workers from crossing the picket line to work.

True

True/False All supervisors, irrespective of their level in the organization, should plan. But the type of planning they do tends to vary with their level in the organization, and the planning they do will differ in several ways.

True

True/False Authority without responsibility creates opportunities for abuse.

True

True/False By being unionized, employees are often able to obtain higher wages and benefit packages than they would be able to negotiate individually.

True

True/False One driver of the increased use of employee empowerment is the need to compete successfully in a dynamic global village.

True

True/False Oral communication transmits information quickly through the spoken word and includes a nonverbal component that can enhance the message.

True

True/false Power distance is a measure of the extent to which a society accepts the fact that power in institutions and organizations is distributed unequally.

True

True/false Technology is making it possible to better serve customers in many industries.

True

True/false an effective supervisor enjoys the trust of, and builds credibility with, employees.

True

The popular practice of relying on current employee referrals as a source of new job applicants tends to result in candidates who ________. a. have similar characteristics to current employees b. are younger than current employees c. are better skilled than current employees d. add diversity to the current workforce e. have more training than the current workforce

a. have similar characteristics to current employees

Supervisors control which of the following? a. safety b. insurance c. turnover d. delivery e. mission

a. safety

Nearly four out of five organizations use this popular method to communicate to the public that they have job openings. a. word of mouth b. Internet c. advertisements d. referrals e. head hunters

b. Internet

In the ________ view of human nature and motivation, Douglas McGregor proposed that managers assume employees view work as being as natural as rest or play. a. expectancy theory of motivation b. Theory Y c. Theory Z d. equity theory of motivation e. Theory X

b. Theory Y

The more ambiguous and complicated the message, the more the sender should rely on ________. a. encoding b. a rich communication medium c. stereotyping the message d. perception of the value of the message e. feedback of the sender

b. a rich communication medium

An innovative culture is likely to have several characteristics including ________. a. structured schedules b. acceptance of ambiguity c. tolerance for the practical d. focus on the means e. closed systems focus

b. acceptance of ambiguity

Employee evaluative statements or judgments concerning objects, people, or events reflect their ________. a. social responsibility b. attitudes c. ethics d. tenets e. ideals

b. attitudes

Which leadership style is more compatible with cultures where power is unequal? a. participative b. autocratic c. consultative-participative d. people-centered e. democratic-participative

b. autocratic

A simple technique for overcoming pressures for conformity that retard the development of creative alternatives is ________. a. group problem solving b. brainstorming c. the Delphi technique d. groupthink e. nominal group technique

b. brainstorming

What condition is known to affect your wrist because of repetitive stress injuries? a. ergonomics b. carpal tunnel syndrome c. stress fracture d. tendonitis e. muscle disorder

b. carpal tunnel syndrome

Becoming a leader requires the following skills EXCEPT FOR ________. a. conceptual b. charismatic c. technical d. networking e. human relations

b. charismatic

Which of the following allows supervisors to transmit messages twenty-four hours a day? a. grapevine b. e-mail c. team meetings d. bulletin board e. informal discussions

b. e-mail

A type of leader who gives employees total autonomy to make the decisions that will affect them is a ________ leader. a. conceptual b. free-rein c. democratic-participative d. democratic e. participative

b. free-rein

A system by which employees jointly determine specific performance goals with their supervisors, where progress toward goals is periodically reviewed, and rewards are allocated on the basis of this progress is ________. a. management by objectives b. goal setting c. visioning d. management review e. achievement mapping

b. goal setting

The cause of most work-related accidents can generally be classified as ________. a. industrial or human b. human or environmental c. mental or emotional d. environmental or developmental e. physical or emotional

b. human or environmental

A database listing name, education, training, prior employer, languages spoken, and other information for each employee in the organization is called ________. a. background check b. human resource inventory c. personnel plan d. job evaluation e. performance appraisal

b. human resource inventory

One type of resistance effort that is subtle and difficult for a supervisor to recognize is the ________ effort. a. overt b. implicit c. deferred d. immediate e. subversive

b. implicit

Which performance appraisal method compares employees against other employees in evaluating their performance? a. faction comparison b. individual ranking c. critical incidents d. adjective rating scale e. graphic rating scale

b. individual ranking

Groups which are natural formations that appear in the work environment in response to the need for social contact are called ________. a. teams b. informal groups c. cliques d. social groups e. formal groups

b. informal groups

One example of a type of preventive control is ________. a. reviewing quarterly budget reports b. inspecting raw materials c. inspecting finished goods d. reviewing monthly sales reports e. scheduling annual performance appraisals

b. inspecting raw materials

In the communication process the actual physical product of the sender's encoding is the ________. a. feedback loop b. message c. medium d. channel e. response

b. message

One trap many supervisors of minimum wage employees fall into is thinking that employees are motivated only by ________. a. praise b. money c. good work conditions d. personal aspirations e. team recognition

b. money

The Wagner Act guarantees workers the right to ________ and join unions, to bargain collectively, and to act in concert to pursue their objectives. a. strike b. organize c. protest d. work e. labor

b. organize

Selection devices based on actual job behaviors, work sampling, and assessment centers are known as ________ tests. a. work sample b. performance-simulation c. behavioral d. assessment e. validity

b. performance-simulation

An effective supervisor maintains ________ each employee in which actual incidents that affect job success or failure are recorded. a. video documentation of b. mental notes about c. an ongoing file for d. an occasional record for e. an annual record for

c. an ongoing file for

A company that fails to keep its OSH Act records properly can also be subjected to stiff penalties, or under certain circumstances, ________ can be held criminally liable. a. employees b. safety committees c. company executives d. supervisors e. managers

c. company executives

A conflict resolution approach that requires each party to give up something of value is ________. a. coercion b. capitulation c. compromise d. accommodation e. assertion

c. compromise

A supervisor should guard against the tendency to _______ employees. a. be open with b. demonstrate technical skills around c. create favorites among d. be flexible in scheduling e. be predictable

c. create favorites among

The ability to combine ideas in a unique way or to make unusual associations between ideas is called ________. a. novelty b. analogy c. creativity d. consonance e. vision

c. creativity

The type of diagrams that illustrate the relationship between two variables such as height and weight or the hardness of a ball bearing and its diameter are ________. a. control charts b. re-engineering work process c. scatter diagrams d. empowerment diagrams e. production schedules

c. scatter diagrams

The more opportunities a supervisor has to observe an employee's behavior firsthand _____ a. the more the central tendency can be upgraded b. the less often critical incidents will be observed c. the more the halo error can be maximized d. the more accurate the appraisal is likely to be e. the more bias can be subjectively interpreted

d. the more accurate the appraisal is likely to be

One leadership characteristic where people are free of self-doubt and have a strong belief in order to convince others of the correctness of goals and decisions is the trait of ________. a. intelligence b. honesty c. enthusiasm d. drive e. self-confidence

e. self-confidence

Leaders who exhibit ________ behavior view employees as a means to an end. a. people-centered b. autocratic c. company-centered d. democratic e. task-centered

e. task-centered

True/False According to the unity of command principle when allocating tasks to individuals in a department each employee should report directly to one manager.

True

One trait that has not been identified as essential to effective leaders is ________. a. self-confidence b. humor c. honesty d. drive e. intelligence

b. humor

On some occasions, union members may become so dissatisfied with the union's actions in representing them that they want to turn to another union or return to their nonunion status. In either case, the rank-and-file members petition the NLRB to conduct a(n) ________. a. mediation b. representation decertification election c. certification election d. conciliation e. arbitration

b. representation decertification election

Factors that can cause stress in an individual are referred to as ________. a. unexpected b. stress relievers c. stressors d. stress commands e. stress tasks

c. stressors

Employee theft and fraud is a costly problem for organizations, estimated to be approximately ________ per worker per year. a. $1500 b. $2500 c. $3500 d. $4500 e. $5500 (Ch.6)

d. $4500

In developed countries ________ percent of the workforce is made up of high achievers. a. 50 to 60 b. 30 to 40 c. More than 80 d. 10 to 20 e. 5

d. 10 to 20

NIOSH reports that each year up to ________American workers are victims of some form of workplace violence. a. 500,000 b. 750,000 c. 1 million d. 2 million e. 2.5 million

d. 2 million

The optimal span of control for a supervisor is ________ employees. a. 15-50 b. 1-5 c. 3-7 d. 5-30 e. 25-75

d. 5-30

The traditional three-step change process requires ________, changing to a new state, and refreezing. a. team cooperation b. unanimous team approval c. management approval d. unfreezing the status quo e. coordinating change-related activities

d. unfreezing the status quo

Even when we speak the same language, our use of that language is hardly ________. a. limited b. understandable c. complicated d. uniform e. colorful

d. uniform

The time dimension of intermediate-term planning is approximately ________. a. 5 -10 years b. 1 month to 1 year c. 10 - 15 years d. 0 - 30 days e. 1 - 5 years (CH.3 NEED TO FINISH)

e. 1 - 5 years

A method for screening applicants and identifying the most appropriate candidate is ________. A. advertising B. the selection process C. recruiting D. performance appraisal E. job evaluation

B. the selection process

Awareness of the ________ of the employee pool requires a broad range of new policies and practices. A. Expansion E. Contraction C. Creativity D. Under development E. Diversity

E. Diversity

(Ch.4) True/False Today supervisors understand that work specialization provides economic efficiencies and is an unending source of increased productivity.

False

CH.15 True/False The interpersonal relationships that are part of a person's job seldom play an important role in satisfying the individual's social needs.

False

True/False A devil's advocate is a person who purposely presents arguments that run parallel to those proposed by the majority.

False

**When supervisors directly oversee the actions of employees, monitoring employees' work and correcting problems as they occur, ________control is taking place. a. preventive b. concurrent c. measuring d. feedback e. basic

NOT: c. measuring

When employees trust their supervisor, they are willing to be vulnerable to their supervisor's action because they are confident that ________. a. they can share ideas b. there will be two-way communication c. their rights and interests will be honored d. their performance will be appraised e. they will be provided with ample directions

c. their rights and interests will be honored

The ability to create and articulate a realistic, credible, attractive exemplar of the future that grows out of, and improves upon, the present is known as ________ leadership. a. expectant b. equitable c. visionary d. self-confident e. referent

c. visionary

An illegal strike where employees refuse to work during the term of a binding contract is called ________. a. boycott b. strike c. wildcat strike d. lockout e. labor dispute

c. wildcat strike

Technological advances have provided supervisors a means of sophisticated employee monitoring. Most monitoring systems are designed to enhance worker productivity, although use of them may cause concern about ________. a. supervisor-employee relationships b. co-worker relationships c. worker privacy d. worker productivity e. wasted time

c. worker privacy

**Supervisors can prevent accidents through both the design of ________ and of jobs. a. performance standards b. training manuals c. equipment d. safety committee membership e. safety manuals

c? NOT: d. safety committee membership e. safety manuals

OSHA standards exist for which of the following conditions? a. legal work hours b. supervisory discipline practices c. employee break requirements d. accommodation for disabilities e. the height of toilet partitions

e. the height of toilet partitions

________ leaders guide or motivate employees in the direction of established goals by clarifying role and task requirements. a. situational b. transformational c. consultative d. democratic e. transactional

e. transactional

Interviews can be reliable and valid selection tools as long as they are ________. a. lengthy b. brief c. relaxed d. unstructured e. unbiased

e. unbiased

True/false Continuous improvement is concerned with radical or quantum change where work process engineering focuses on ongoing incremental change.

false

True/false Employees set aside their cultural values and life-style preferences when they come to work; therefore, supervisors do not have to remake organizations to accommodate these different lifestyles, family needs, and work styles.

false

True/false Parochialism leads to viewing practices in other cultures as being better than our practices.

false

E-business includes the following EXCEPT ________. A. Identifying a different kind of leader to run a virtual business B. Collaborating with partners to electronically coordinate design and production C. The challenge of finding amateur people to build and operate intranets and Web sites D. Improving communication with suppliers and customers E. Developing strategies for running Internet-based companies

C. The challenge of finding amateur people to build and operate intranets and Web sites

The primary determination of pay is the different kinds and levels of _______, knowledge, and abilities required for a job. A. tenure B. experience C. skill D. familiarity E. aptitude

C. skill

When an employee group such as baby boomers retires en masse, its departure will leave gaping skill-level holes in organizations. Clearly, this has the potential to create a labor shortage, making it much more difficult for supervisors to ________ needed to accomplish organizational goals. A. Organize performance reviews B. Schedule the time C. Understand the tasks D. Direct the job activities E. Commit the energy

D. Direct the job activities

The United States is a strongly ________ society. A. Symbolic B. Collective C. Chauvinistic D. Individualistic E. Nationalist

D. Individualistic

Directing and coordinating the activities of employees is the management function ________. A. Planning B. Monitoring C. Scheduling D. Leading E. Directing

D. Leading

In order to keep an organization on track to achieve its goals, managers use which function? A. Directing B. Coordinating C. Leading D. Planning E. Controlling

E. Controlling

The management function which involves monitoring activities to ensure that targets are being met is called ________. A. Leading B. Planning C. Directing D. Organizing E. Controlling

E. Controlling

The method of linking a worker's computer and modem with those of coworkers and management, making it possible to be located anywhere in the world, is called ________. A. Electronics B. Control C. Commuting D. Transforming E. Telecommuting

E. Telecommuting

________ stress symptoms can be observed as increased tension and anxiety, boredom, and procrastination - which can all lead to productivity decreases. a. Psychological b. Emotional c. Behavioral d. Habitual e. Psychodynamic

a. Psychological

What type of leader is a taskmaster? a. autocratic b. free-rein c. participative d. people-centered e. democratic

a. autocratic

Consistent with the belief that one of the most important abilities needed by supervisors is strong interpersonal skills, they may be considered to be ________. A. Behavioral specialists B. Excellent communicators C. Go at conflict resolution D. Good negotiators E. Strong delegators (Ch.1)

A. Behavioral specialists

One way to think of supervisors ________. A. First-level management B. Top-level management C. Mid-level management D. Operative-level management E. Executive-level management

A. First-level management

The ________ management function includes establishing an overall strategy for achieving goals. A. Planning B. Controlling C. Coordinating D. Organizing E. Directing

A. Planning

The foundation of a business's public involvement is called ________. A. Social obligation B. Global management C. Autocratic leadership D. Bottom-up planning E. Theory X management

A. Social obligation

The online buying and selling of products or services is referred to as ________. A. E-they B. E-business C. E-commerce D. E-merchandising E. E-marketing

C. E-commerce

Supervisors increase ________ when they get the same output with fewer resources. A. Stress B. Profit C. Power D. Efficiency E. Quality

D. Efficiency

In order to be effective and an organization, a supervisor needs to develop ________ skills to help influence others A. Cross-functional B. Charismatic C. Political D. Recognition E. Interpersonal

E. Interpersonal

CH.2 The primary goals of continuous improvement include the following EXCEPT ________. A. Focus on the customer B. Seek continual improvement C. Seek accurate measurement D. Involve employees E. Strive to improve the quantity of the work

E. Strive to improve the quantity of the work

A recruiting source that is good but may not increase the diversity and mix of employees is _____. A. school placement B. advertisements C. internal searches D. temporary help E. employee referral

E. employee referral

(CH.5) Settlements in ________ cases have incurred substantial costs to companies in terms of litigation. In addition it is estimated that this issue is the single biggest financial risk facing companies today. A. unfair labor practices B. wage dispute C. non-exempt status D. mandatory overtime E. sexual harassment

E. sexual harassment

True/False Individuals and groups will develop formal alliances that are informally structured and organizationally determined.

False

A supervisor must interact and reconcile ________. A. Disagreements between two teams B. Disputes with suppliers C. Competing expectations between higher management and workers D. Disagreements with other supervisors E. Unrealistic expectations of team numbers

NOT: A. Disagreements between two teams

**(CH.1) Interpersonal competence for a first-line manager would include the ability to ________. A. Show sympathy B. Provide emotional support C. Share personal concerns D. Socialize after work E. Show tolerance and celebrate differences

NOT: Share personal concerns Provide emotional support

Recent studies suggest that employees want jobs that give them ________ in their work schedules so that they can better manage work-life conflicts. a. flexibility b. security c. opportunities d. less time e. meaningful time

a. flexibility

It is essential for supervisors to recognize that they must be ________ when dealing with employees. a. flexible b. autocratic c. imperious d. self-centered e. arbitrary

a. flexible

Supervisors frequently have to create programs for their departments that are nonrecurring undertakings requiring a set of integrated plans to ________. a. achieve fair standards b. achieve budgetary control c. accomplish their objectives d. perform repetitive tasks e. perform routine decision making.

c. accomplish their objectives

The rights inherent in a supervisory position to give orders and expect the orders to be obeyed is ________. a. responsibility b. work simplification c. authority d. coordination e. accountability

c. authority

Decision-making responsibility in the hands of top management is called ________. a. empowerment b. functionalization c. centralization d. de-functionalization e. decentralization

c. centralization

Productivity can be applied at three different levels—the individual, the ________, and the total organization. a. president b. general manager c. administrative staff d. group e. supervisor

d. group

Staff authority supports line authority by advising, servicing, and assisting, but it is typically ________. a. unlimited b. rare c. common d. limited e. misused

d. limited

CH.3 "We promote from within whenever possible" is a ________. a. procedure b. rule b. rule d. policy e. single-use plan.

d. policy

Once the organization structure is in place, a supervisor must identify the tasks to be done, combine them into jobs, and then formalize the process through a ________. a. matrix organization b. bureaucratic organization c. scalar chain d. series of job descriptions e. chain of command

d. series of job descriptions

Organizations are departmentalized based on the following EXCEPT FOR: a. functional b. product c. customer d. specialization e. geographic

d. specialization

Research undertaken by Geert Hofstede found that a country's culture has a major effect on employees' work-related ________. a. policies and procedures b. leadership and personality c. power and politics d. centralizing and decentralizing abilities e. values and attitudes

e. values and attitudes

Training designed to make people more open and self-expressive without being rude or thoughtless is known as ________. a. assertiveness training b. T-group modification c. regressive behavior training d. role playing e. sensitivity training

a. assertiveness training

The best resolution technique for managing a conflict that is trivial, when emotions are running high, and where time can help cool things is ________. a. avoidance b. compromise c. forcing d. collaboration e. accommodation

a. avoidance

The status quo can be considered an equilibrium state. To move from this equilibrium, unfreezing is necessary. One way this can be achieved is ________. a. decreasing restraining forces b. team cooperation c. management approval d. assessing the situation e. supervisor commitment

a. decreasing restraining forces

Which part of the communication process requires skill, attitudes, knowledge, and the social-cultural system? a. encoding b. receiving c. feedback c. feedback e. message

a. encoding

Responsibility without authority creates ________. a. frustration and the feeling of powerlessness b. excessive demands and coerciveness c. a feeling of control and ability to exploit d. dominance and decisiveness e. confidence and satisfaction

a. frustration and the feeling of powerlessness

A measure of the number of injuries, illnesses, or lost workdays as it relates to a common base rate of 100 full-time employees is called the ________ rate. a. incidence b. failure c. accident d. lost workday e. medical treatment

a. incidence

The ________ method of performance appraisal allows for no ties, which can be advantageous because it does not allow supervisors to avoid confronting differences in performance levels. a. individual ranking b. relative standard c. graphic rating scale d. group order ranking e. behaviorally anchored

a. individual ranking

In the creative process, the moment when all prior efforts come together successfully is referred to as ________. a. inspiration b. innovation c. incubation d. perception e. stimulation

a. inspiration

The process by which two or more parties who have different preferences must make a joint decision and come to an agreement is ________. a. negotiation b. accommodation c. conflict resolution d. collaboration e. compromise

a. negotiation

Leadership skills that refer to your ability to socialize and interact with outsiders—those not associated with your unit are ________ skills. a. networking b. technical c. conceptual d. human relation e. problem solving

a. networking

Before a supervisor can delegate authority, allocation of the ________ over which the authority extends must be made to an employee. a. job description b. duties c. duration d. expectations e. principles

b. duties

Ergonomics addresses two main areas: office ________ and office furniture. a. ambiance b. environment c. atmosphere d. behavior e. attitudes

b. environment

True/False Some organizations have added self-evaluations and peer evaluations to supplement those performance appraisals made by supervisors.

True

True/False A company's national origin is no longer a very good gauge of where it does business or the national origin of its employees.

True

True/False A job description is a written statement of what a jobholder does, how the job is done, and why it is done. (CH.4 NEEDS FINISHING)

True

True/False A large part of oral communication is derived from verbal intonations.

True

True/False A message is affected by the code or group of symbols used to transfer meaning, the content of the message, and the decisions made in selecting and arranging both codes and content.

True

True/False A people-centered leader takes personal interest in the needs of his or her employees.

True

True/False A supervisor may not need to provide employees with daily extrinsic performance feedback if their jobs are rich with intrinsic feedback.

True

True/False A supervisor's job would be simplified if no new products were introduced, government regulations were never modified, technology never changed, or employees' needs didn't shift.

True

True/False Effective e-leadership requires supervisors to be judicious in their choice of words while monitoring their messages for anything that may appear to have subliminal meaning to the reader.

True

True/False Employees have to trust supervisors to treat them fairly and supervisors have to trust employees to fulfill their responsibilities conscientiously.

True

True/False Employees in a matrix structure have two managers: their functional departmental supervisor, and their product or project supervisor.

True

True/False Employment planning is the process by which supervisors ensure that they have the right number and kinds of people in place to help the organization achieve its overall goals.

True

True/False Formal communication addresses task-related issues and tends to follow an organization's authority chain.

True

True/False If organizations were completely devoid of conflict, they would become apathetic, stagnant, and unresponsive to change.

True

True/False In 2012, according to preliminary data from the Bureau of Labor Statistics, 4,383 workers were killed on the job.

True

True/False In the 1920s and 1930s, as organizations got bigger and more formal, supervisors felt a need to provide more coordination of activities and tighter control over operations.

True

True/False In the dynamic world of global competition, organizations must create new products and services and adopt state-of-the-art technology if they are to compete successfully.

True

True/False Individuals high in self-monitoring show considerable adaptability in adjusting their behavior to external situational factors.

True

True/False Individuals shape the world through their perceptions.

True

True/False Injuries are reported to OSHA only when they require medical treatment, involve loss of consciousness or restriction of work or motion, or require transfer to another job.

True

True/False Organizations not meeting the interstate commerce criteria of the OSH Act are generally covered by state occupational safety and health laws.

True

True/False Planning must precede application of the control process.

True

True/False Professional employees place a high value on job factors such as autonomy, personal growth, recognition, and challenging work.

True

True/False Proper documentation of all disciplinary action is the best protection against employees who claim, "I never knew there was any problem," or "I was treated unfairly."

True

True/False Some union contracts stipulate that a worker may stay off the job with pay until OSHA arrives and either finds the complaint invalid or cites the company and mandates compliance.

True

True/False Supervisors are routinely responsible for ensuring that adequate inventories of materials and supplies are available for activities under their jurisdiction.

True

True/False Supervisors use performance appraisal as a means for helping employees improve future performance.

True

True/False Task identity is the degree to which a job requires completion of a whole and identifiable piece of work.

True

True/False The National Institute for Occupational Safety and Health is the agency that researches and sets OSHA standards in such areas as blood-borne pathogens and chemical process safety.

True

True/False The halo error is a tendency to rate an individual high or low on all factors as a result of the impression of a high or low rating on some specific factor.

True

True/False When a job situation is predominant with personal responsibility, feedback, and an intermediate degree of risk, high achievers will be strongly motivated.

True

True/False When we see employees working hard at some activity, we can conclude they are driven by a desire to satisfy one or more needs that they value.

True

One condition that encourages and sustains rumors on the grapevine is ________. a. ambiguity b. certainty c. status quo d. clarity e. transparency

a. ambiguity

Which conflict resolution technique goal is to maintain harmonious relationships by placing another's needs and concerns above your own? a. collaboration b. compromise c. forcing d. avoidance e. accommodation

e. accommodation

Once a contract is agreed upon and ratified, it must be ________. a. sanctioned by both parties b. recognized c. put to a union vote d. documented e. administered

e. administered

Which conflict resolution technique goal might appear to be a "cop-out?" a. suggestion b. capitulation c. collaboration d. assertion e. avoidance

e. avoidance

True/False Even if an employee sees a violation of OSHA standards, that employee has no right to call OSHA and request an investigation.

False

True/False For those studying leadership, it has become increasingly clear that predicting leadership success involves isolating a few traits or preferable behaviors.

False

True/False Human and environmental causes are important sources of work related accidents; in terms of numbers, the environmental factor is responsible for the majority of accidents.

False

True/False If a supervisor implements a control before an activity commences, it is called correctional control.

False

True/False In recent years, sophisticated communication systems and computer software have made it impossible for a supervisor's control capability to potentially interfere with an employee's right to privacy.

False

True/False Information acquired through statistical reports, that is, through conferences, meetings, one-to-one conversations, or e- and voice mail, help supervisors measure actual performance.

False

True/False Intrinsic feedback is provided to an employee by an outside source such as a management consultant.

False

True/False Nonverbal clues are an unreliable form of feedback.

False

True/False Supportive supplies costs are expenditures for necessary items that become part of the finished product or service.

False

True/false The objectives set by top management provide specific direction to supervisors regarding what they are expected to achieve

False

True/false When supervisors are required to engage in the same work that operatives do, they temporarily lose their management status.

False

The organizing function of management is concerned with ________. A. Keeping employee time records B. Dividing work into manageable, achievable components C. Coaching teams D. Maintaining performance records E. Training new employees

B. Dividing work into manageable, achievable components

CH.1 A supervisor's ________ is the authority to act and expect others to follow directions. A. Obligation B. Legitimate power C. Entitlement D. Prerogative E. Rightful privilege

B. Legitimate power

Through every stage of their lives ________ have had an enormous effect on the U.S. economy because of their sheer numbers. A. Gen Xers B. Baby boomers C. The greatest generation D. Gen Yers E. Millennial

B. Baby boomers

A tight social framework in which people expect others in their group to look after and protect them when they are in trouble is referred to as ________. A. Socialism B. Collectivism C. Individualism D. Communism E. Parochialism

B. Collectivism

In modern organizations the stature of supervisors has been elevated because ________. A. There is increased diversity in the workforce B. Many middle management positions have been eliminated C. International competition has increased D. Upper management expects better performance E. They are provided with advanced training

B. Many middle management positions have been eliminated

The concept of when we see things solely through our own eyes and within our perspectives is called ________. A. Corporate downsizing B. Parochialism C. Re-engineering D. Cultural diversity E. Acceptance of authority

B. Parochialism

The addition of a moral element to the organization's public obligation to do those things that make society better and not to do those things that could make it worse is ________. A. Coercive power B. Social responsiveness C. Manipulation D. Corporate culture E. Business ethics

B. Social responsiveness

CH.1 In the twenty-first century the concept of managing in a ________ way has become critical to supervisors. A. Structured B. Sustainable C. Compromising D. Expedient E. Strategic

B. Sustainable

Organizations are implementing significant change and quality programs to cut costs and increase productivity. Consequently ________. A. Supervisors must maintain careful records of current processes B. The supervisor's job will continue to become increasingly important and complex C. Supervisors will have increasing opportunities for advancement D. Supervisors will have difficulty keeping abreast of changes E. The supervisor's positive attitude will impress middle and upper management

B. The supervisor's job will continue to become increasingly important and complex

Selection devices based on actual job behaviors, work sampling, and assessment centers are known as ________ tests. A. work sample B. performance-simulation C. behavioral D. assessment E. validity

B. performance-simulation

True/False

False

True/False A message that has a long-term implication and is highly complex should be conveyed orally.

False

Supervisors need to know what their employees are doing and ________. A. Be in authority figure B. Be skilled in all tasks C. Be a guide and trainer D. Be tolerant of mistakes E. Be present at all times

C. Be a guide and trainer

CH.2 Organizations have become increasingly global in their perspectives and accept the reality that national borders no longer define ________. A. Acquisitions and mergers B. Cultural diversity C. Corporations D. Mechanistic organizations E. Federal bureaucracies

C. Corporations

A specific challenge for supervisors is recognizing the differences that might exist among people. One of the first issues supervisors must deal with is the perception of ________. A. Outsourcing B. Conflict management C. Foreigners D. Organized labor E. Authoritarian leadership styles

C. Foreigners

Which group is projected by the Bureau of Labor Standards to make up a larger share of the U.S. workforce in 2022? A. Whites B. Asians C. Minorities and women D. Blacks E. Hispanics

C. Minorities and women

CH.2 Changing events help to shape interactions between supervisors and their employees. Recent changes include all of the following EXCEPT FOR ________. A. Global competitiveness B. Technology and e-business enhancements C. Stagnating operations D. Workforce diversity E. Downsizing

C. Stagnating operations

The traditional organization pyramid may be divided into the following distinct levels EXCEPT FOR ________. A. Operative employees B. Middle managers C. Supervisors D. Board of managers E. Top managers

D. Board of managers

Supervisors serve as the critical ________ link in the organization's chain of authority. A. Decision-making B. Disciplinary C. problem-solving D. Communication E. Conflict-resolution

D. Communication

A supervisor's management function is to focus on ________. A. Long-term strategy B. Vision and mission C. Strategic planning D. Structuring individual workloads E. Organizational structure

D. Structuring individual workloads

The goals of ________ are to design a cost-effective pay structure that will attract and retain competent employees and to provide an incentive for these individuals to exert high energy levels at work. A. performance reviews B. employee feedback methods C. middle management D. compensation administration E. entitlement incentives

D. compensation administration

True/False Autocratic leadership is inappropriate in any organization today.

False

**The change model that takes into consideration that environments are both uncertain and dynamic is the ________. a. mechanistic model b. conservative view c. traditional view d. contemporary view e. bureaucratic model

NOT: c. traditional view

CH.6 True/False Effective controls must be flexible enough to adjust to adverse change or to take advantage of new opportunities.

True

Two or more interacting and interdependent individuals who come together to achieve particular objectives are called ________. a. a group b. a formal group c. an informal group d. a formal team e. an informal team

a. a group

When supervisors, in cooperation with company officials, make sweeping changes in departments to produce positive change that effort is called ________. a. organization development b. strategic planning c. organization downsizing d. restructuring e. reorganization

a. organization development

The communication process has the following components EXCEPT ________. a. recording b. message c. channel d. decoding e. encoding

a. recording

In a stable organization where supervisors have been in their positions for years, there might be a need to ________ to retain more ambitious employees, affording them more scheduling flexibility and possibly some upward mobility. a. restructure jobs b. increase pay c. transfer employees to a different department d. consult with managers e. ask the HR department for advice

a. restructure jobs

A type of program in an organization that is designed to keep employees healthy is a ________ program. a. wellness b. rehabilitation c. health maintenance d. job instruction e. behavioral

a. wellness

In the control function, a type of measure that offers great comprehensiveness and conciseness is ________. a. written reports b. personal observations c. diary logs d. oral reports e. subjective interpretation

a. written reports

**Suggested ways for a supervisor to keep a work place healthy include which of the following? a. organize a cleaning crew b. ask for employee suggestions c. pay attention to workers' complaints d. ask for manager assistance e. set a good example

a? NOT: e. set a good example

________ is structured formal interaction between an employee and a supervisor that usually takes the form of a periodic interview in which the work performance of the employee is examined and discussed. a. Management by objective b. Performance appraisal c. Job evaluation d. Job description e. Graphic rating

b. Performance appraisal

Constraints and demands can lead to potential stress. When they are coupled with uncertainty about the outcome and importance of the outcome, potential stress becomes ________. a. life threatening b. actual stress c. imagined stress d. distress e. eustress

b. actual stress

Motivation is defined as the willingness to do something conditioned upon the action's ability to satisfy ________. a. an individual motive b. an individual need c. an individual plan d. an individual hierarchical need e. an individual intention

b. an individual need

Data from numerous studies demonstrate that, in many situations, any ________ are irrelevant. a. technical skills b. behaviors a leader exhibits c. organizational visions d. attempts to define leadership e. human relationship skills

b. behaviors a leader exhibits

High achievers have all of the following personality traits EXCEPT ________. a. desire for personal responsibility b. desire to succeed by chance c. desire for rapid and unambiguous feedback d. desire to avoid very easy or very difficult tasks e. desire to do things better

b. desire to succeed by chance

The term used to describe U.S. companies working to become "lean and mean" organizations by cutting staffs and reshaping their organizations is referred to as ________. a. mechanistic organizing b. downsizing c. re-engineering d. centralizing authorities e. bureaucratic organizing

b. downsizing

CH.13 One way supervisors can be assured that rules and regulations are being enforced is to develop some type of feedback system. This can be provided by ________. a. installing report boxes b. inspecting work surroundings c. soliciting peer reports d. providing each employee with a safety manual e. holding bi-annual safety meetings

b. inspecting work surroundings

The motivation-hygiene theory is concerned with ________. a. self-esteem needs b. job satisfaction c. positive reinforcement d. affiliation needs e. self-actualization

b. job satisfaction

The four issues that appear consistently throughout all labor contracts include all of the following EXCEPT ________. a. wages b. location c. terms and conditions of employment d. hours e. grievance procedure

b. location

The concept that management is guaranteed the right to allocate organizational resources in the most efficient manner; to create reasonable rules; to hire, promote, transfer, and discharge employees; to determine work methods and assign work; to create, eliminate, and classify jobs; to lay off employees when necessary; to close or relocate facilities with a sixty-day notice; and to institute technological changes is referred to as ________. a. steward responsibility b. management rights c. council responsibility d. management responsibility e. rights and responsibility

b. management rights

By supplementing supervisory appraisals with peer evaluations, a supervisor can make the appraisal process ________. a. more biased b. more accurate c. more time-consuming d. less accurate e. less stressful

b. more accurate

One source of conflict are differences, which include value systems and personality characteristics that account for individual idiosyncrasies and disagreements. a. communication b. personal c. structural d. contact e. exchange

b. personal

When a supervisor overstates an employee's performance, a ________ occurs. a. rating bias b. positive leniency error c. critical incident d. halo error e. central tendency misjudgment

b. positive leniency error

Most barriers to effective communication can be overcome through use of the following EXCEPT FOR ________. a. learning to listen b. positive selection c. tailoring language to the receiver d. thinking first e. constraining emotions

b. positive selection

One of the most well documented findings in the study of people at work is that individuals ________. a. resist discipline b. resist change c. hope for change d. dislike work e. welcome change

b. resist change

Behavior patterns that correspond to the positions individuals occupy in an organization are referred to as ________. a. styles b. roles c. professions d. traits e. images

b. roles

Which personality trait shows considerable adaptability in adjusting behavior to external situational factors? a. locus of control b. self-monitoring c. risk propensity d. Machiavellianism e. willingness to take chances

b. self-monitoring

Supervisors who simplify their language and consider the audience to whom the message is directed are ________. a. matching words and actions b. tailoring language to the receivers c. constraining emotions d. learning to listen e. utilizing feedback

b. tailoring language to the receivers

Conflict in organizations has a positive side. It stimulates creativity, innovation, and change, and only through ________ can an organization adapt and survive. a. teamwork b. good management c. change d. homeostasis e. planning

c. change

Individuals who can easily adjust their behaviors to different situations are known as ________. a. group facilitators b. team leaders c. charismatic leaders d. high self-monitors e. participatory leaders

d. high self-monitors

Which of the following is a style of decision-making? a. autocratic b. democratic c. analytic d. liaise faire e. cooperative

c. analytic

The core dimensions of any job include which of the following? a. skill level b. task knowledge c. autonomy d. reliance e. task dependence

c. autonomy

For supervisors ________ can help to explain why, when conducting performance appraisals, they tend to give more weight to more recent behaviors of an employee than behaviors of six or nine months ago. a. premature judgment b. bias c. availability heuristic d. representative heuristic e. escalation of commitment

c. availability heuristic

Stress symptoms such as changes in eating habits, increased smoking or substance consumption, rapid speech, or sleep disorders are called ________ symptoms. a. psychological b. personal c. behavioral d. physiological e. habitual

c. behavioral

________ involves the search for and utilization of the best methods used by competitors and non-competitors that lead to superior performance. a. copying b. plagiarizing c. benchmarking d. ISO 9000 e. Six Sigma

c. benchmarking

(Ch.10) Because ________ are available to a wide audience many organizations institute a code of ethics that is applied to all postings. a. bulletin boards b. e-mails c. blogs d. instant messages e. inter-departmental memos

c. blogs

The type of measurement tools that are used to depict the causes of a certain problem and to group them according to common categories such as machinery, materials, methods, personnel, finances, or management are ________. a. scatter diagrams b. control charts c. cause-effect diagrams d. systems diagrams e. flow charts

c. cause-effect diagrams

Formal workgroups are not the same as teams because often they are comprised of individuals who sporadically interact but who have no ________that requires joint efforts. a. technical skills b. common interest c. collective commitment d. responsibility e. mutual respect

c. collective commitment

Supervisors can overcome barriers to effective performance appraisal by instituting the following EXCEPT FOR ________. a. combining absolute and relative standards b. using multiple raters c. creating central tendency d. continually documenting employee performance e. using behaviorally-based measures

c. creating central tendency

When parties are engaged in ________ bargaining, supervisors' tactics should focus on trying to get the opponent to agree to their specific target point or to get as close to it as possible. a. collaborative b. compromise c. distributive d. accommodated e. integrative

c. distributive

There are four requirements for active listening. A behavior that would NOT apply to active listening would be to listen with________. a. intensity b. empathy c. eagerness to respond d. acceptance e. willingness to take responsibility for completeness

c. eagerness to respond

The ready availability of information technology has made ________ an escalating problem in all kinds and sizes of organizations. a. misuse of computers b. time spent surfing the web c. employee stealing d. collection of employee data e. surveillance of employees

c. employee stealing

The blackjack strategy illustrates a phenomenon called ________. a. representative heuristic b. availability heuristic c. escalation of commitment d. unexpected events e. expected events

c. escalation of commitment

Effective communication means the transference and understanding of meaning. But you cannot know if someone has received your message and comprehended it in the way that you meant unless you seek ________. a. encoding b. decoding c. feedback d. thoughts e. body language

c. feedback

Employers are required to keep these safety records for ________ years. a. two b. three c. five d. seven e. ten

c. five

Communication that addresses task-related issues and tends to follow the organization's authority chain is known as ________ communication. a. written b. informal c. formal d. oral e. complex

c. formal

The advantage of ________ is that it prevents a supervisor from inflating employee evaluations so that everyone looks good or equalizing the evaluations so that everyone is rated near the average. a. feedback b. documentation c. group ordering d. individual ranking e. behavioral description

c. group ordering

In the expectancy theory, motivation is maximized when supervisors make rewards contingent upon ________. a. manipulation of standards b. group achievement c. individual performance d. authority relationships e. cooperation within team

c. individual performance

Communication that moves in any direction and skips authority levels is ________. a. casual b. formal c. informal d. oral e. written

c. informal

Equity theory states that employees perceive what they can get from a job situation in relation to what they put into it and then compare their ________. a. input-outcome ratio to a standard ratio b. lower-order needs to higher-order needs c. input-outcome ratio to the input-outcome ratio of others d. self-monitoring relationship with others e. contributions in order to experience self-actualization

c. input-outcome ratio to the input-outcome ratio of others

Supervisors have a ________ to ensure that the workplace is free from unnecessary hazards and that conditions surrounding the workplace are not hazardous to their employees' physical or mental health. a. personal responsibility b. ethical need c. legal responsibility d. commitment e. personal requirement

c. legal responsibility

Affirmative action requires employers to make an active effort to recruit, select, train, and promote ________. a. 33% from minorities b. temporary employees c. members of protected groups d. non-exempt employees e. professional employees

c. members of protected groups

Allowing employees to participate in decisions that affect them will increase their level of ________. a. self-awareness b. comprehension c. motivation d. collusion e. cooperation

c. motivation

If your appraisal skills are deficient, there is evidence that you can become a more accurate rater by ________. a. knowing equal opportunity laws b. starting apprenticeship training c. participating in performance-appraisal training d. creating friends in your department e. becoming closer to your employees

c. participating in performance-appraisal training

For important and complex communications, a permanent record of e-mail messages can be obtained by ________. a. contacting human resources b. requesting from an IT specialist c. printing a hard copy d. saving the message on the computer e. asking the sender for a copy

c. printing a hard copy

The supervisor in the matrix structure with authority over the functional members of the team is called a ________ supervisor. a. functional b. virtual c. project d. presiding e. dual

c. project

The process of locating, identifying, and attracting capable applicants is called ________. a. interviewing b. selection c. recruitment d. employment e. hiring

c. recruitment

Concerns over chemical hazards, the need to identify hazardous chemicals in the workplace, and a desire to require supervisors to inform employees of the chemicals they might be exposed to led to ________ laws. a. right-to-work b. right-to-employ c. right-to-know d. rights and ethics e. right-to-inform

c. right-to-know

**According to expectancy theory, employees will be motivated to exert a high level of effort when they believe that rewards received will ________. a. be extra vacation days b. be a higher salary c. satisfy their personal goals d. lead to promotion e. foster respect of co-workers

c. satisfy their personal goals

Affiliation with groups helps an individual to feel stronger, have fewer ________ and be more resistant to threats. a. personal issues b. arguments c. self-doubts d. emotional crises e. absences

c. self-doubts

Supervisors are interested in the workings of informal groups because they can ________ and affect productivity in their departments. a. disrupt the flow of work b. complicate processes c. shape the behavior of employees d. cause work stoppages e. become assertive

c. shape the behavior of employees

Plans that can be used over and over again by managers faced with recurring activities are ________. a. procedural b. self-directing and self-controlling applications c. standing d. single-use e. production bottlenecks

c. standing

When interviews are ________ and when interviewers are held to common questioning, interviews can be reliable and valid selection tools. a. casual and not time restricted b. impromptu and unstructured c. structured and well organized d. conducted over the phone e. conducted by middle managers

c. structured and well organized

The inability to explain leadership solely from traits and skills has led researchers to look at the behaviors and ________ that specific leaders exhibit. a. aptitudes b. abilities c. styles d. competence e. knowledge

c. styles

The ability of ________ to influence employees is based on the formal authority inherent in their positions. a. leaders b. managers c. supervisors d. co-workers e. administrators

c. supervisors

An example of an external force that creates a need for change is ________. a. new equipment b. employee attitudes c. technology d. long range plans e. modification of organization's strategy

c. technology

In the situational leadership model, the ________ leadership style is appropriate with a new employee. a. participating b. selling c. free-rein d. selling e. telling

e. telling

A government agency that assists labor and management in settling bargaining disputes is ________. a. Occupation and Safety Board b. National Labor Relations Board c. Impasse Resolution Service d. Federal Mediation and Conciliation Service e. American Arbitration Association

d. Federal Mediation and Conciliation Service

________ positively influence innovation because they are lower in work specialization, have fewer rules, and are more decentralized than bureaucracies. a. Democracies b. Autocracies c. Formalized structures d. Less formalized structures e. Work teams

d. Less formalized structures

A manipulative person who believes in the philosophy "the end justifies the means" and is viewed by some as being ruthless, exhibits tendencies of ________. a. egotism b. narcissism c. selfishness d. Machiavellianism e. conceit

d. Machiavellianism

The passage of the ________ Act dramatically changed the role that supervisors must play in ensuring that physical working conditions meet adequate standards. a. Taft-Hartley b. Right to Work c. Labor Standards d. Occupational Safety and Health e. Family and Medical Leave

d. Occupational Safety and Health

A useful way to analyze hiring, marketing, investment, equipment purchases, pricing, and similar decisions that involve a progression of decisions is to use ________. a. market research b. PERT diagrams c. just-in-time inventories d. a decision tree e. accounting procedures

d. a decision tree

Employment planning translates the organization and department's goals into ________ that will allow objectives to be achieved. a. checklists b. procedures c. job descriptions d. a personnel plan e. a development program

d. a personnel plan

Some organizations are committed to paying their employees at or above area wage levels to emphasize that they want to ________. a. prevent unionization b. promote from within c. reduce tax obligation d. attract and keep the best employees e. defeat their competitors

d. attract and keep the best employees

A(n) ________ leader is an enthusiastic, self-confident person whose personality and actions influence people to behave in certain ways. a. driving b. enthusiastic c. expectant d. charismatic e. articulate

d. charismatic

There are five basic approaches or techniques supervisors can use to resolve conflicts in their departments: avoidance, accommodation, forcing, compromise, and ________. a. assertion b. coercion c. capitulation d. collaboration e. suggestion

d. collaboration

Ch.6 The type of control that is enacted while work is being done so that management can correct problems before they get out of hand or become too costly is ________ control. a. preventive b. feedback c. steering d. concurrent e. measuring

d. concurrent

A major drawback to using the checklist method is the ________. a. similarity error b. central tendency error c. halo error d. cost e. time constraint

d. cost

Discipline generally follows a typical sequence of four steps that include the following EXCEPT ________. a. verbal warning b. written warning c. suspension d. covert probation e. dismissal

d. covert probation

CH.9 In the situational leadership model the ________ leadership style emerges when an employee has fully developed, has the supervisor's trust and can carry out duties with little, if any, direction. a. selling b. telling c. directing d. delegating e. participating

d. delegating

A supervisor who exhibits behavior that favors decisions made by the group demonstrates ________ style of leadership. a. participative b. problem-solving c. free-rein d. democratic-participative e. consultative-participative

d. democratic-participative

A primary concern for supervisors is to monitor which of the following costs? a. hiring b. sales c. delivery d. direct labor e. safety

d. direct labor

The type of bargaining process that operates from a zero-sum condition is ________ bargaining. a. collective b. target-point c. integrative d. distributive e. coalition

d. distributive

Personal ________ reflects one's desire to exert a high level of effort to complete a task. a. motivation b. expectation c. enthusiasm d. drive e. pursuit

d. drive

Blanket acceptance of ________ or any universal approach to leadership is inconsistent with the best and most current evidence we have on leadership. a. situational b. participative c. consultative d. empowerment e. democratic-participative

d. empowerment

The best safety rules and regulation will be ineffective in reducing accidents if they are not ________. a. written b. posted c. agreed upon d. enforced e. easy

d. enforced

The process of fitting the work environment to the individual worker is called ________. a. efficiency b. economics c. accommodation d. ergonomics e. responsible action

d. ergonomics

Equal employment opportunity laws require that all human resource practices, including performance appraisals, be ________. a. reviewed by the EEOC b. justified c. procedural d. free of bias e. objective

d. free of bias

Active listening requires people to understand a communication ________. a. based on personal experience b. without facial expression c. while making notes d. from the speaker's viewpoint e. from their own perspective

d. from the speaker's viewpoint

Ch.11 For individuals with a high power need, groups can be a vehicle for ________. a. commitment b. communication c. promotion d. fulfillment e. direct access

d. fulfillment

When members of a group meet face-to-face and interact with one another, they create potential for ________. a. a decision better than one made by the best individual b. total quality management c. self-managed teams d. groupthink e. disloyalty

d. groupthink

Ch.12 The tendency to rate an individual high or low on all factors due to the impression of a high or low rating on some specific factor is ________. a. behavioral rating b. central tendency error c. graphic rating d. halo error e. individual ranking

d. halo error

A good deal of what passes as "poor communication" is nothing other than individuals purposely avoiding ________. a. feedback from the sender b. nonverbal communication c. individual frame of reference d. honesty and openness e. communication stereotypes

d. honesty and openness

Employee training involves improving all of the following EXCEPT FOR ________. a. attitudes b. knowledge c. behavior d. hours e. skills

d. hours

A condition in which an accident is about to occur is called ________. a. a serious injury b. an OSHA violation c. possible danger d. imminent danger e. inspection violation

d. imminent danger

Although the goal of contract negotiations is to achieve an agreement that is acceptable to all concerned parties, sometimes that goal is not achieved, negotiations break down, and a(n) ________ is said to have occurred. a. lockout b. grievance c. strike d. impasse e. protest

d. impasse

Departmental reports that contain many detailed figures and facts are conveyed best ________. a. through the socialization process b. verbally, because the receiver gets the information quicker c. informally in a social situation d. in writing because of complexity e. through an informal channel

d. in writing because of complexity

Which of the following is one of the five dimensions that make up the concept of trust: a. participation b. readiness c. consistency d. integrity e. intelligence

d. integrity

Appraisal criteria, methods, and documentation must be designed to ensure that they are ________. a. consistent with standing plans b. unilaterally prepared c. promoting the halo effect d. job related e. full of subjectivity

d. job related

When Japanese suppliers ship parts to manufacturers in containers with a card slipped into a side pocket, the JIT system ________ is in effect. a. continuous improvement b. material management c. raw material management d. kanban e. container management

d. kanban

Which one of these suggestions would not improve feedback? a. direct feedback toward behavior the receiver can control b. focus on specific behaviors c. keep feedback goal oriented d. keep feedback personal e. make feedback well-timed

d. keep feedback personal

A set of attitudes, perceptions and behaviors of employees who survive involuntary staff reductions is called ________. a. retention robustness b. retention sickness c. survivor illness d. layoff-survivor sickness e. layoff sickness

d. layoff-survivor sickness

Characteristics of employees such as experience, training, professional orientation, or indifference toward organizational matters can substitute for, or neutralize, the effect of ________. a. education b. skills c. aptitudes d. leadership e. common sense

d. leadership

The ability one demonstrates in influencing others to act in a particular way through direction, encouragement, sensitivity, consideration and support is ________. a. supervision b. organization c. training d. leadership e. motivation

d. leadership

A supervisor concerned with motivating employees would ________. a. recognize that all employees are the same b. set easily achieved goals c. compel employees to participate in decision making d. match people to jobs e. overlook money as a motivator

d. match people to jobs

A(n) ________ in an impasse resolution situation attempts to pull together the common ground that exists and make settlement recommendations for overcoming the barriers that exist between the two sides. a. arbitrator b. fact finder c. conciliator d. mediator e. negotiator

d. mediator

Which of the following is NOT a reason why employees join groups? a. security b. self-esteem c. affiliation d. money e. power

d. money

What type of recruitment source is near extinction? a. temporary services b. school placement offices c. Internet d. newspaper advertisements e. employee referrals

d. newspaper advertisements

For many individuals their primary means of fulfilling their need for affiliation is ________. a. off-the-job interactions b. vacations c. breaks d. on-the-job interactions e. lunch breaks

d. on-the-job interactions

Which form of communication is effective in building trust with employees and creating a climate of openness and support? a. instant messaging b. email c. nonverbal d. oral e. written

d. oral

The expansion of information a new employee obtains during the recruitment and selection stages; and an attempt to familiarize new employees with the job, the work unit, and the organization as a whole is called employee ________. a. development b. work group c. training d. orientation e. progress

d. orientation

Once employers have selected competent people, they need to help them adapt to the organization and ensure that their job skills and knowledge remain current. This is accomplished through ________. a. identification and fulfillment b. discrimination and deployment c. analysis and fellowship d. orientation, training and development e. reporting, justification and contribution

d. orientation, training and development

In the situational leadership model when an employee has become the expert on her job and no longer needs to be told what to do, a supervisor would use is a ________ style of leadership. a. directive b. autocratic c. delegating d. participating e. selling

d. participating

Leaders who exhibit ________ behaviors are concerned with the welfare of employees and are characterized as trusting, friendly and supportive. a. participative b. autocratic c. democratic d. people-centered e. compassionate

d. people-centered

Supervisors are likely to have higher-performing and more satisfied employees if they match ________ with compatible jobs. a. work skills b. aptitudes c. perseverance d. personality types e. work schedules

d. personality types

Stress is said to be ________ when the situation offers an opportunity for one to gain something. a. surprising b. helpful c. unexpected d. positive e. reassuring

d. positive

People differ in their willingness to take chances. Individuals who make more rapid decisions and use less information in making choices exhibit high ________. a. tolerance levels b. people skills c. self-esteem d. risk propensity e. leadership aspirations

d. risk propensity

Studies have found that ________ emerge in response to situations that are important to us, where there is ambiguity, or under conditions that arouse anxiety. a. formal communications b. personal messages c. policies d. rumors e. lies

d. rumors

The ________ that typically occur(s) in large organizations create conditions that encourage and sustain rumors on the grapevine. a. large number of employees b. vast departments c. chain of command d. secrecy and competition e. expectations

d. secrecy and competition

People with a need for achievement exhibit the tendency to ________. a. take unnecessary risks b. support the efforts of team members c. share responsibility for problem solving d. set moderately challenging goals e. look for very easy tasks

d. set moderately challenging goals

The Japanese term karoshi stands for the concept of ________. a. overwork b. work-related stress c. stress brought by boredom d. sudden death caused by overwork e. work conditions that cause stress

d. sudden death caused by overwork

Rating people on the degree to which they are dependable, confident, aggressive, and loyal, is evaluating ________. a. standards b. behaviors c. outcomes d. traits e. motivation

d. traits

Communication involves the transfer of meaning. However, for communication to be successful the meaning must not only be imparted but also ________. a. integrated b. impartial c. encoded d. understood e. comprehensive

d. understood

As text-messaging shorthand becomes increasingly widespread, at many workplaces a working knowledge of ________ is becoming necessary. a. e-mail b. information technology c. the Internet d. Twitter e. Net lingo

e. Net lingo

Supervisors in larger organizations with HRM specialists are seldom involved in which of the following hiring activities? a. recruiting candidates b. reviewing application form c. interviewing applicants d. inducting new employees e. background checks

e. background checks

Because organizational members can have different goals, ________ is a natural phenomenon of organizational life. a. progress b. creativity c. teamwork d. discipline e. conflict

e. conflict

Employee resistance to change can surface in several forms—overt, implicit, immediate, or ________. a. clandestine b. subversive c. covert d. explicit e. deferred

e. deferred

The cost of accidents can be, and for many organizations is, a substantial additional cost of doing business. The ________ cost of an accident to an employer shows itself in the organization's workers' compensation premium. a. initial b. indirect c. final d. estimated e. direct

e. direct

OSHA enforces standards based on a five-item priority listing that includes all of the following EXCEPT FOR ________. a. imminent danger b. random inspections c. serious accidents within the past eight hours d. current employee complaints e. dissatisfied customer complaints

e. dissatisfied customer complaints

An excellent source of potential employees for entry-level positions in organizations is ________. a. private employment agencies b. head-hunter consulting firms c. management consultants d. temporary help services e. education institution placement services

e. education institution placement services

In the public sector, a particular form of arbitration, called ________, is common. a. interest arbitration b. public conciliation c. first-offer arbitration d. public arbitration e. final-offer arbitration

e. final-offer arbitration

A type of conflict resolution supervisors would use to satisfy their own needs at the expense of the other party by using their formal authority is ________. a. compromise b. avoidance c. collaboration d. accommodation e. forcing

e. forcing

Workgroups established by the organization and given designated work assignments and established tasks are called ________. a. task force teams b. teams c. informal groups d. groups e. formal groups

e. formal groups

Procedures designed to resolve disputes as quickly as possible and at the lowest level possible in the organization are known as ________ procedures. a. arbitration b. mediation c. contract administration d. conciliation e. grievance

e. grievance

The ________ requires supervisors to place employees into particular classifications, such as "top one-fifth" or "second one-fifth." a. individual ranking method b. behaviorally anchored rating scale c. relative standard method d. graphic rating scale e. group order ranking method

e. group order ranking method

The following are steps utilized in counseling employees EXCEPT FOR ________. a. come to a resolution b. listen to what the employees has to say c. identify the problem d. clarify alternatives e. identify differences of opinion

e. identify differences of opinion

To fulfill part of the requirements established under the OSH Act, supervisors in industries ________ must maintain safety and health records. a. in which fatalities occur b. with no safety committees c. in small towns d. with poor compliance records e. in which a high percentage of accidents and injuries occur

e. in which a high percentage of accidents and injuries occur

Which one is not a supervisor's downsizing option? a. attrition b. job sharing c. firing d. layoffs e. late retirements

e. late retirements

A downsizing option that provides temporary involuntary termination and may last a few days or extend to years is called ________. a. early retirement b. firing c. transfer d. job sharing e. layoff

e. layoffs

A total ban on smoking should be viewed as a phased-in approach that includes all of the following steps EXCEPT ________. a. determine the organization's smoke-free goals b. determine smoke-free time tables c. designate special areas for smoking d. incentivize employees not to smoke e. offer occasional smoke-in-office days

e. offer occasional smoke-in-office days

Documentary written evidence of an employee's activities that tells what has transpired over a given period of time is referred to as a(n) ________. a. documentation path b. narrative c. activity script d. activity log e. paper trail

e. paper trail

In today's organization, many employers appear to prefer to work for a supervisor with a ________ leadership style. a. task-centered b. participative c. problem-solving d. autocratic e. people-centered

e. people-centered

All supervisors have a basic resolution approach that reflects their ________. a. specialization b. family background c. disposition d. temperament e. personality

e. personality

A list of critical incidents cites specific behaviors not ________. a. quality of work b. quantity of work c. job knowledge d. dependability e. personality traits

e. personality traits

Disadvantages of group decision making would include which of the following? a. quick arrival at decision b. generates few alternatives c. lack of acceptance of a solution d. decreased legitimacy e. pressure to conform

e. pressure to conform

A labor union will not have a binding contract until it is submitted and ________. a. arrives at a tentative agreement b. receives management approval c. goes to binding arbitration d. sent to a mediation board e. rank-and-file members vote to approve

e. rank-and-file members vote to approve

If supervisors and their organizations do not bring a(n) ________ item into compliance with OSHA, they can be assessed a severe penalty. a. complaint b. oversight c. blue-flagged item d. safety violation e. red-flagged item

e. red-flagged item

________ causes individuals to match the likelihood of an occurrence with something that has familiarity. a. escalation of commitment\ b. bias c. premature judgment d. availability heuristic e. representative heuristic (CH.7 need to take more quizzes)

e. representative heuristic

Which types of questions should a supervisor feel comfortable asking in a job interview? a. what is your age b. what is your marital status c. what are the ages of your children d. do you have an arrest record e. what experience do you have for the position

e. what experience do you have for the position

An example of an internal force that creates a need for change is ________. a. government regulations b. technology c. economic forces d. the marketplace e. workforce composition

e. workforce composition