Principles of Management Ch.11-15 Exam Review

Which statement about leadership is the most accurate?

Leadership involves the use of influence to achieve goals.

In the Level 5 hierarchy, a Capable Leader _____.

contributes talent, skills, and knowledge

A Level 5 Leader is _____.

ambitious for the company, not him- or herself

Individuals who know and understand themselves, who espouse and act consistent with higher-order ethical values, and who empower and inspire others are best described as _____ leaders.

authentic

Which statement about women's leadership is most accurate?

Women are rated higher than men at driving for results.

Traits are _____ and strengths are _____.

distinguishing personal characteristics; natural abilities that have been reinforced

Effective leaders tend to be _____.

sociable

As a leader, Robin has both high concern for people and high concern for production. Her leadership style is best termed _____ Management.

Team

Which manager seems to espouse an Authority-Compliance management style?

Chelsea, who creates processes that focus on getting high levels of production with minimal interference from human elements.

In Hersey and Blanchard's Situational Model of Leadership, which type of leader provides specific instructions and closely supervises performance?

Telling

In Hersey and Blanchard's Situational Model of Leadership, the appropriate leader style depends on _____.

The readiness of the followers

Fiedler's Contingency Theory focuses on _____.

whether the situation is favorable or unfavorable to the leader

What type of leaders are distinguished by their special ability to bring about innovation and change by recognizing followers' needs and concerns?

Transformational

What type of follower is both a critical, independent thinker and active in the organization?

Effective

Stephen is a capable employee but spends much of his time complaining about his boss. He is cynical and uninterested in effectively addressing any of the issues he raises. What kind of follower is Stephen?

Alienated

Mike is a manager whose specific powers are spelled out in his job description. This type of power is called _____ power.

Legitimate

What kind of power comes from an individual's personal characteristics that command others' identification, respect, and admiration so that they wish to emulate that individual?

Referent

What is the most frequently used influence strategy?

Rational persuasion

The forces either within or external to a person that arouse enthusiasm and persistence to pursue a certain course of action are referred to as _____.

motivation

Leigh takes great pride in a job well done. This pride serves as a(n) _____ reward.

intrinsic

A manager who tries to help employees find work more enjoyable is tapping in to _____ motivation.

positive intrinsic

Which theory of motivation proposes five types of needs that must be satisfied in sequence?

Maslow

Clayton does well at work. He his strong, productive relationships with co-workers and is motivated to achieve and get promotions. He often does well more than expected and seeks out challenging assignments. After he applies for several promotions but is by-passed, he returns his focus to his relationships with co-workers and stops actively seeking advancement. Which theory of motivation best accounts for Clayton's behavior?

Alderfer

Mott Business Machines has long been located in a "characterful" building reflecting the owner's quirky sense of style. Most employees, however, see it as a relic, with plumbing that is, at best, unreliable, heating and cooling systems that are out of sync with the season, inadequate wiring and connectivity, and inconvenient layout. Several employees have left because they were fed up with working conditions and many others complain on a regular basis. Concerned about the loss of valued employees, Mott's owner recently moved the business to a business park in which their facilities have reliable heating, cooling, and plumbing and adequate wiring and connectivity. Consider Herzberg's two-factor theory. Now that this significant dissatisfier has been removed, will Mott's employees now have high levels of satisfaction?

No. Good hygiene factors remove dissatisfaction but do not cause people to become highly satisfied.

Proposals to increase the U.S. minimum wage to $15 an hour are often met with vehement objections that fast food workers should not be paid as much as or even more than emergency medical technicians or other more skilled workers. Which process theory is most consistent with this reaction?

Equity

Eric believes works hard he will meet management's goals and that if he meets management's goals, he will get a raise, which he very much wants. Which process theory is this most consistent with?

Expectancy

The reinforcement perspective focuses on the relationship between _____.

employee behavior and its consequences

Lanford Plastics factory employees who meet their production goals every week for a month get a catered meal during the last shift of the month and are eligible for a drawing for a $100 gift card. Lanford management is using _____ to increase productivity.

Positive reinforcement

In the job characteristics model, skill variety, task identity, and task meaningfulness all contribute to which critical psychological state?

Experienced meaningfulness of work

The job characteristics model takes into account the fact that _____.

people have different needs for growth and development

The delegation of power and authority to subordinates in an organization is called _____.

empowerment

What are the three key elements of employee engagement?

meaningfulness, connection, and growth

Susan is the director of a state program that is tasked with collecting delinquent child support. The majority of her staff members call parents who are delinquent on their obligation and either persuading them to make payments or arranging for their wages to be garnished. As a result, her staff is often on the receiving end of expressions of anger and frustration. While everyone has individual production expectations in terms of the number of cases they resolve either through payment or garnishment, the abuse they regularly receive has made motivation problematic. Susan decides to use the software system that tracks each employee's calls and the outcomes associated with the calls to provide each employee with a "real-time" graph showing the cumulative amount of money their calls have brought in for the state's children. When they can see how their work helps the children, their motivation increases. What is Susan making use of?

The making progress principle

Which statement about strategic conversations is most accurate?

Strategic conversations occur across hierarchical levels.

The tangible formulation of an idea to be sent to the employee is called the _____.

message

Research on gender differences in communication has shown that _____.

women are better at interpreting nonverbal communication

In a centralized communication network, _____.

decision-making is faster

Which communication channel offers the greatest richness?

Face-to-face

When communicating to persuade or influence, it is important to _____.

establish credibility

Most managers do _____ telling and _____ asking, while it should be the other way around.

80 percent; 20 percent

When developing a personal network, one should _____.

make it a win-win

Which statement about the use of social media in business communication is the most accurate?

Social media can be an effective employee engagement tool.

Which employee is most likely to engage in upward communication?

Sabrina, who has suggestions for improvements

Downward communication is particularly suited to _____.

influencing

Managers spend less than 50 percent of every working day in direct communication with others.

False

Even when properly done, radical candor often leaves people feeling disrespected and exploited.

False

Austin is a new manager who finds it difficult to deliver bad news or criticize subordinates. Because of his discomfort, it is appropriate for him to use e-mail when delivering bad news or criticizing subordinates.

False

Moira needs to let her subordinates know about some rather complicated but immediate changes in how applicants for jobs are to be evaluated, including how education and experience are to be rated. Moira should use a rich channel for such a complicated message.

True

The definition of workplace teams includes the requirement that team members _____.

share a performance goal

Seema, a creative director at a marketing agency, notices that her team members often perform better while working as a team than when working alone. This is likely a result of _____.

social facilitation

Which type of team is designed to increase the participation of workers in decision making and conducting their jobs, with the goal of improving performance?

Self-managed

Functional teams _____ while cross-functional teams _____.

have employees from multiple levels of the hierarchy; have employees from about the same level of the hierarchy

Jon loves being on teams, especially when those teams include young, ambitious co-workers eager to prove themselves to management. Jon finds that such co-workers give him the opportunity to relax and let his mind wander to topics he finds more interesting than work. Jon is best described as a _____.

free rider

According to the model of groups presented in your text, which factor is important in maintaining team members' membership and commitment?

Satisfaction

Which type of team is a team made of members who are geographically or organizationally dispersed, rarely meet face to face, and interact to accomplish their work primarily using advanced information and telecommunications technologies?

Virtual

Research suggests that teams function best when they have _____ members

3 to 6

Diverse teams _____.

usually produce more innovative solutions

The most effective teams are made of people in _____.

both task specialist and socioemotional roles

At the midway point of a meeting, Esther pulled together the ideas that had been expressed and related them to the group's task. What task-specialist behavior was Esther using?

Summarizing

Nick tends to help group members reconcile conflict and reach agreement. What socioemotional role behavior does Nick use?

Harmonizing

The _____ stage of group development is marked by conflict and disagreement.

storming

During the _____ stage, consensus develops on who has the power, who the leaders are, and what the various members' roles are.

norming

Which statement about team cohesiveness is most accurate?

If team members agree on purpose and direction, they will be more cohesive.

Which team norm refers to a team climate characterized by mutual trust and respect in which team members are comfortable being themselves?

Psychological safety

Which statement about task and relationship conflict is most accurate.

In general, task conflict can be beneficial to group performance but relationship conflict is detrimental.

Mischa is the leader of a team tasked with developing a new marketing program. Unfortunately, there two department heads, both of whom will have to agree to implementing the program, have substantial (and substantive) disagreements. Which type of resolution should Mischa seek?

Collaborating

Jennifer, a research and development team leader, recognizes that in order to resolve a conflict on her team, more information is needed about the alternative courses of action. Which type of resolution is most appropriate at this time?

Avoiding

Which type of negotiation is based on the assumption that all parties want to come up with a creative solution that can benefit both sides?

Integrative

Crystal has a particular dislike for a co-worker and is often late in providing the co-worker with needed information of fails to do so entirely. How is Crystal expressing conflict with her co-worker?

Low-directness-low intensity

When team members go along with each other for the sake of harmony and won't express conflicting opinions, teams can become dysfunctional.

True

In general, it's best to include members of only a single culture when forming virtual teams, since electronic communication is already fraught with misunderstandings.

False

One of the primary causes of team conflict is competition over resources

True

What is the first step of the feedback control model?

Establish standards of performance

The _____ approach is a comprehensive management control system that includes both traditional financial measures and operational measures.

balanced scorecard

Managers who implement the balanced scorecard should maintain a performance _____ approach.

management

Hierarchical control is to _____ as decentralized control is to _____.

rules; values

In a decentralized system, managers regard employees as _____.

willing to perform

Open book management _____.

ties employee rewards to the company's overall success

Which total quality management method involves the continuous process of measuring products, services, and practices to identify areas of improvement?

Benchmarking

In which total quality management approach do quality control personnel work alongside others within a functional area to identify opportunities for quality improvements throughout the work process?

Quality partnering

Which approach to total quality management involves a group of 6 to 12 volunteer employees who meet regularly to discuss and solve problems that affect the quality of their work

Quality circles

Benita works in the finance department and is reviewing the company's capital budget. What is she looking at?

planned investments in major assets

Kristopher is worried about his company's ability to meet its current financial obligations. Which budget will provide him with that information?

Cash

Martin wants to know how well his department is doing with respect to key activities defined by management. Which measure should he look at?

Activity ratios

Technologies that wirelessly transmit data from remote sensors and GPS devices to computers for analysis are collectively referred to as _____.

telematics

Performance control is the systematic process through which managers regulate organizational activities to meet planned goals and standards of performance.

False

Relying solely on financial measures can result in dysfunctional business operations.

True

Six Sigma is appropriate for all organizational problems and typically leads to improvements in quality that translate to increased profits.

False

ISO 9000 standards represent an international consensus of what constitutes effective personnel management.

False