Management Skills Rutgers Exam 1

Management is:

"the act of coordinating the efforts of people to accomplish desired goals and objectives using available resources efficiently and effectively"

"Getting the right work done well"

Poor management leads to. . .

• Lower morale & job satisfaction

• Increased turnover

• Decreased employee productivity

• Decreased firm performance

• Decreased shareholder value

• poor management predicts negative outcomes

To be a successful leader...

Emotional Intelligence (EI)

A driver of leadership success

Self-Awareness (EI 5 components)

-having a deep understanding of one's emotions, needs, strengths,weaknesses, values, and goals

-willing to learn( to improve ask for feedback)

Self-Regulation (EI 5 components)

-ability to control or redirect disruptive

impulses and moods (flexibility, comfort with ambiguity)

-work under stress, flexible, recover from mistakes

Motivation (EI 5 components)

-work for reasons beyond money or status;

-pursue goals with persistence; strong drive to achieve

-Self motivated

Empathy (EI 5 components)

-ability to understand the emotional make-up of

people

-ethical, team players

-Understanding others

Social Skills (EI 5 components)

-proficiency in managing relationships and ability to network

"Success in investing doesn't correlate with IQ once

you're above the level of 25. Once you have ordinary

intelligence, what you need is the temperament to

control the urges that get other people into trouble

investing."

A. Self-awareness

B. Self-regulation

C. Motivation

D. Empathy

E. Social Skills

B. Self-regulation

"Success is not sustainable if it is defined by how big

you become or by growth for growth's sake. Success

is very shallow if it doesn't have emotional meaning.

A. Self-awareness

B. Self-regulation

C. Motivation

D. Empathy

E. Social Skills

C. Motivation

"Success comes from knowing what you don't know,

more than coming from what you do know."

A. Self-awareness

B. Self-regulation

C. Motivation

D. Empathy

E. Social Skills

A. Self Awareness

The Emotionally (UN) Intelligent CEO

"Some people don't like to take responsibility for their

own shit. They blame everything in their life on

somebody else. Good luck!"

What is he failing to exhibit in this quote?

A. Self-awareness

B. Self-regulation

C. Motivation

D. Empathy

E. Social Skills

D. Empathy

Groups

• Individual accountability

• Independent outcomes

• Fluctuating membership

• Coordination is simple;

single leader coordinates

• Performance potential

equals sum of individual

contributions

Teams

• Mutual accountability

• Interdependent outcomes

• Stable membership

• Coordination is difficult;

collaboration required

• Performance potential is

greater than sum of individual

contributions

Problem Solving (4 Common Types of Teams)

-Propose solutions to problems

-slows the implementation of decisions

Self Managed (4 Common Types of Teams)

-solve problems

-high downside risk due to lack of checks and balances

Cross Functional (4 Common Types of Teams)

-members have different job functions

-Coordinating diverse individuals is difficult and time-consuming.

Virtual (4 Common Types of Teams)

-Lack of face-to-face communication hinders information sharing.

-members connected via technology

Team Success

diversity in skill sets, accountability, conflict (about tasks not relationships), time

You are a territory sales representative for a pharmaceutical

company. Because all sales representatives manage their own

territories, there is not any overlap in clientele or local leads

between sales representatives.

In order to better track all of its clients, your company is

implementing a new system requiring all sales representatives to

keep detailed records of their clients. As the region's top sales

representative, your company is relying on you to ensure that all

six representatives in your region complete this task.

Should you use a group or team?

Group

You work in the main offices of an on-demand food delivery

service that prepares fresh gourmet meals. Your company

employs programmers responsible for managing the process of

online ordering, a kitchen staff responsible for preparing meals,

and drivers responsible for delivering the meals to customers.

Unfortunately, your company has been receiving poor Yelp

reviews from dissatisfied customers. Your boss has given you

the authority to put together an eight-person task force

responsible for proposing ways to improve customer satisfaction.

Should you use a group or team?

Team

Enhancing Self-Awareness

Self-assessments can be useful but it is better to rely on others' feedback

Big 5 Personality Traits (OCEAN)

openness, conscientiousness, extraversion, agreeableness, neuroticism

The most robust personality classification system

- Highly reliable

- Predicts workplace outcomes

Openness

• Creative / Curious vs

• Conventional / Cautious

Conscientiousness

• Dependable / Disciplined vs

• Careless / Disorganized

Extraversion

• Outgoing / Enthusiastic vs

• Quiet / Reserved

Agreeableness

• Friendly / Compassionate vs

• Cold / Critical

Your friend John is very compassionate and

often avoids arguments with others.

What personality trait does John score highly on?

A. Openness

B. Conscientiousness

C. Extraversion

D. Agreeableness

E. Neuroticism

D. Agreeableness

Your friend Debbie is frequently offended by others'

constructive criticism and always appears anxious.

What personality trait does Debbie score highly on?

A. Openness

B. Conscientiousness

C. Extraversion

D. Agreeableness

E. Neuroticism

E. Neuroticism

Your friend Rob is always enthusiastic and is

known for being the "life of the party."

What personality trait does Rob score highly on?

A. Openness

B. Conscientiousness

C. Extraversion

D. Agreeableness

E. Neuroticism

C. Extraversion

Your friend Joanne is one of the most

organized and dependable people you know.

What personality trait does Joanne score highly on?

A. Openness

B. Conscientiousness

C. Extraversion

D. Agreeableness

E. Neuroticism

B. Conscientiousness

Myers-Briggs Type Indicator (MBTI)

- Unreliable

- Does not predict workplace outcomes

- BUT... it can be gamed to your advantage

Benefits of Effectively Managed Diversity

• Thorough discussion and higher-quality ideas

• Larger talent pool for recruitment

• Enhanced financial returns

Stereotyping

overt assumptions about people in a social category

When Diversity Can Backfire

• Failures to understand employees' cultural background

• Stereotyping and discriminatory behavior

• Destructive fault lines

The Psychology of Diversity

• We naturally categorize people

• Social categorization shapes:

- How we view ourselves

- How we view others

- Who's an "insider" vs. "outsider"

Bias

when one social group is favored over another

implicit attitudes

-subconscious attitudes about people in a social category

• Unconscious attitudes towards others

• Contrasts with conscious / explicit prejudice

- Racism

- Sexism

- Homophobia

• Results in bias

Fault Lines that causes a bias to happen

naturally forming destructive sub groups in teams

Culture

Shared attitudes, customs, and beliefs that differentiate

the average member of one group of people from the

average member of another.

Moderate diversity

Promotes fault lines

• Consequences and implications:

- Creates salient "in-groups" and "out-groups"

- Limits knowledge sharing

- Breeds mistrust

- Unproductive conflict between sub-groups

Diversity is...

-beneficial if managed effectively

Benefits:

-it leads to a larger talent pool for recruitment

-enhanced financial returns

Can Backfire:

-Failures to understand cultural background

-Discriminatory trends

Difficult to manage when:

-Managers must navigate individual differences

-Overt stereotyping

Effective management of diversity requires:

- Acknowledgement of implicit bias

- Creation of shared mission

- Linking diversity to work processes

- Promoting multiculturalism

You must promote ?

A.Multiculturalism

B. Colorblindness

A. Multiculturalism

- Multiculturalism = acknowledging and valuing diversity

- Colorblindness = diversity is irrelevant ("we are all the same")

- Multicultural (vs. colorblind) norms promote:

• Reduction in implicit biases

• Less anxiety in cross-racial interactions

• Greater commitment from minorities

Being an Effective Multicultural Manager

• Learn some of the language

• Learn the work norms

• Learn the taboos

• Understand the social context

Minor

ethical violations become normative

The Importance of Voicing Values

• Ethical violations gradually become severe

- We rationalize our unethical behavior

Major

ethical violations become acceptable

Organizaional Justice

how fair people perceive managerial conduct.

Leaders who make ethical decisions:

- Achieve better long-term profitability

- Are subjected to fewer lawsuits

- Elicit stronger employee commitment

Moral Justification example

...easy access to healthy

meals should improve our

employees' well-being

Pragmatic Justification example

...easy access to healthy

meals should improve our

employees' productivity

3 dimensions of perceived fairness

distributive, procedural, interactional

distributive (3 dimensions of perceived fairness)

outcome fairness, resource allocation, like is everyone getting paid fairly, is everyone receiving the same treatment, etc. (best of all three)

procedural (3 dimensions of perceived fairness)

-procedures that determine outcomes. Free from being bias.

-how we perceive fairness in the workplace is more subjective.

-If we think a process is unfair, then we are more likely to think the outcome (whatever is distributed) is also unfair[1], but we are less likely to question the fairness of the process if we are happy with the amount received

interactional (3 dimensions of perceived fairness)

-appropriateness of interpersonal treatment

- Informational: acceptable information and explanations

- Interpersonal: respectful treatment of others, relationships/communication between people.

-Being treated with dignity and respect as well as being trusted.

Recently, Jessica noticed that her boss always gives the best projects

to her coworkers who attend happy hours, but not necessarily the ones

who perform the best.

Which form of justice has been violated?

A. Distributive

B. Procedural

C. Interactional

B. Procedural

because procedural is free from being bias, and her boss is being bias with the people he/she likes better.

Which of the following forms of justice is least

important to employees?

A. Distributive

B. Procedural

C. Interactional

A. Distributive

Sam missed out on a promotion, but his boss never took the time to explain the reasoning for this decision or to give him advice for how he can get a promotion next time around.

Which form of justice has Sam's boss violated?

A. Distributive

B. Procedural

C. Interactional

C. Interactional

because interactional is when one is being fair and appropriate of respecting others/communicating.

FLAWED Herzberg's Two-Factor Theory

Motivation factors (job satisfaction)

•Career advancement

• Personal growth

• Recognition

• Responsibility

• Achievement

Hygiene factors (disatisfaction)

• Quality of supervision

• Sufficient salary

• Working conditions

• Relations with others

• Job security

(FLAWED) Maslow's Hierarchy of Needs

• 1 Physiological - food, air, water

• 2 Safety - avoid physical harm

• 3 Social/Love - affection and belonging

•4 Esteem - self-confidence and strength

•5 Self-Actualization - being your best self

Which of Maslow's needs is the company using

to motivate employees?

(Video on super bowl where guy hits everyone who isn't doing work)

(Know bottom and top of triangle)

A. Physiological

B. Safety

C. Social/Love

D. Esteem

E. Self-actualization

B. Safety

Expectancy Theory

people are motivated to behave in ways that produce desired combinations of expected outcomes

Your boss uses two predominant tactics to motivate employees:

1. When an employee is dissatisfied, she increases the employee's salary and guarantees the employee job security.

2. When an otherwise happy employee is not performing well,

she gives the employee more responsibility and makes an

effort to publicly acknowledge the employee's successes.

Which theory does your boss subscribe to?

A. Maslow's Hierarchy of

Needs

B. Herzberg's Two-Factor

Theory

B. Herzberg's Two- Factor theory

Expectancy

an individual effort/performance

Instrumentality

performance being rewarded/organizational rewards.

Name the Broken Expectancy Theory Link

Your boss focuses on your sales performance, but only seems to

care about whether you read memos that he sends out about

internal meetings and complete TPS reports on time. This

frustrates you because you do not believe spending time on

these tasks will improve your performance as a salesperson.

Which expectancy theory link do you think has been

broken?

A. Effort-performance

B. Performance-reward

C. Reward-personal goals

A. Effort-performance

Reward Value

Are the rewards valuable to me?

Personal goals

Your boss sends packages of Omaha Steaks to reward

employees who close major clients. Although your boss knows

you are a vegetarian, you continue to receive a package of

Omaha Steaks whenever you close a major client.

Which expectancy theory link do you think has been

broken?

A. Effort-performance

B. Performance-reward

C. Reward-personal goals

C Reward- personal goals

Which of the following conflicts are detrimental to team

performance?

A. Conflict over the best solution to a problem

B. Conflict over personal issues

C. Conflict about the process of performing a task

D. All of the above

E. None of the above

B. Conflict over personal issues

Which of the following are true of homogenous teams with little

diversity?

A. They do not learn as well as diverse teams in the long run

B. They experience less relational conflict than diverse teams

C. They are not as creative as diverse teams

D. All of the above

E. None of the above

D. All of the above

In the Island of Diedra exercise, teams of American Toys-R-Us

employees, without any knowledge of the unique customs of the

Island of Diedra, struggled to teach natives from the island to

successfully build toy ships. What does this illustrate about

cross-cultural interactions?

A. It is important to learn the customs and communication style of another

culture ahead of time.

B. When you are unsure of another culture's customs, you should always let

them do all of the talking.

C. You should always stay true to your own customs and communication

style.

D. All of the above

E. None of the above

A. It is important to learn the customs and communication style of another

Extrinsic rewards

tangible rewards (money, promotions, awards)

In the cultural diversity video we watched in class, a Japanese

executive responsible for overseeing marketing strategy in Asia

was uncomfortable when her boss, an American manager, asked

for her opinion. She later indicated that she doesn't think it is a

manager's place to ask employees for their opinions.

What cultural challenge does this situation best illustrate?

A. Differing attitudes towards hierarchy

B. Direct versus indirect communication

C. Trouble with accents and fluency

D. Conflicting norms for decision-making

E. Direct versus indirect control

A. Differing attitudes towards hierarchy

Intrinsic rewards

internal satisfaction (pride, job satisfaction)

SMART goals

• Specific

• Measurable

• Achievable

• Relevant

• Time Bound

1. For which of the following judgments are the assessments of close friends likely to be more accurate than your own self- assessment?

A. The extent to which you experience anxiety

B. Your general intelligence

C. How talkative you are

D. All the above

E.None of the above

B. your general intelligence

Which of the following statements about Emotional Intelligence are accurate?

A. It can be improved over time.

B. It is a stronger predictor of managerial performance than intelligence or technical skill.

C. It becomes a stronger predictor of managerial performance as managers move up the organizational hierarchy.

D. All the above

E.None of the above.

D. All the above

For which of the following judgments are the assessments of others likely to be less accurate than your own self assessment?

A. The extent to which you experience anxiety.

B. Your general intelligence

C. How talkative you are

D. All of the above

None of the above

A. The extent to which you experience anxiety.

In which of the following, situations are destructive sub-groups particularly likely to form within a team?

A. When a team has low diversity.

B. When a team has moderate diversity

C. When a team has moderate diversity and lacks a common goal.

D. When a team has high diversity.

When a team has high diversity and lacks a common goal.

C. When a team has moderate diversity and lacks a common goal.

Although Mark knows he is not a top performer and that his boss rewards bonus on the basis of performance, he still thinks it is unfair that he is not receiving some type of bonus this year, Which form of justice does Mark believe his boss has violated?

A. Interactional Justice

B. Distributive Justice

C. Procedural Justice

D. All of the above

E.No form of justice has been violated in Mark's eyes

B. Distributive Justice

Which of the following attitudes are most likely to result in biased behavior towards a group of people belonging to a particular race or ethnicity?

A. Your explicit attitudes about them.

B. Your implicit attitudes about them.

C. Your racist beliefs about them.

D. Whether you openly acknowledge others' race or not

E. None of the above will predict your behavior

B. Your implicit attitudes about them