MANA 3319 EXAM 2

C) The message is delivered accurately and relationships are enhanced.

What is the outcome of supportive communication?

A) Other people like you even if they don't understand you.

B) You are judged to be a nice person and others listen to you.

C) The message is delivered accurately and relationships are enhanced.

D) You are socially accepted but not viewed as an excellent manager.

C) Let's plan some time tomorrow for me to walk you through the audit process. I think I can help you see where you are making mistakes

Which of the following statements is most consistent with coaching as opposed to counseling?

A) I'd like to see you work on your attitude. You are often too pessimistic

B) Would you like to talk with me about the interpersonal conflict you are having with your supervisor

C) Let's plan some time tomorrow for me to walk you through the audit process. I think I can help you see where you are making mistakes

D) I'm concerned that you seem to be growing less committed to the mission of our organization. Why don't you spend a little more time with our customers so that you can reignite your passion

C) The person feels put down, ineffectual, or insignificant, and the person shows anger, aggression, competitiveness, and avoidance

What are two major problems that result when principles of supportive communication are not followed while coaching or counseling subordinates?

A) The person shows anger, aggression, competitiveness, and avoidance, and the person dislikes the one sending the message

B) The person feels put down, ineffectual, or insignificant, and the person is not trustworthy

C) The person feels put down, ineffectual, or insignificant, and the person shows anger, aggression, competitiveness, and avoidance

D) The person is not trustworthy, and the person dislikes the one sending the message

C) "This is the fourth time you have been late. I want you to know how much this hurts me. Maybe the next time you should call from the car phone and let me know you are running late."

Morgan has a problem. Her date has been late the last three times to pick her up and this upsets her. Tonight her date is late again. What should she say?

A) "I can't believe you are late for the fourth time. This really upsets me! Why are you always so late?"

B) Nothing, but when he asks, "What's wrong?" reply as coldly as possible "Nothing."

C) "This is the fourth time you have been late. I want you to know how much this hurts me. Maybe the next time you should call from the car phone and let me know you are running late."

D) "This is the fourth time you have been late. I want you to know how much this hurts me. I wonder if your mother knows how you disrespect me?"

B) "If the quality of your reports does not improve, you could be re-assigned to a lower level position."

Sometimes evaluative statements are necessary. Which of the following evaluative statements is most likely to cause defensiveness?

A) "The quality of your reports is the lowest in the organization."

B)"If the quality of your reports does not improve, you could be re-assigned to a lower level position."

C) "The quality of your reports does not meet the minimum acceptable standard."

D) "The quality of your reports has dropped from your previous level."

C) Invalidating

You have a tendency to finish your brother's sentences. This annoys him but it makes you happy. You are practicing what type of communication?

A) Respectful

B) Problem-oriented

C) Invalidating

D) Evaluative

E) Validating

B) It denies any alternatives.

"Either you do it now or never." Why is this statement useless?

A) It is an inaccurate representation of reality.

B) It denies any alternatives.

C) It has potential for hidden agendas.

D) It invalidates the other person's identity.

A)Reflecting

When Calvin explained his problem to Melissa, her facial expressions and comments encouraged him to say more. She occasionally restated to make sure she understood what he was saying. Which stage of listening was Melissa exemplifying?

A) Reflecting

B) Probing

C) Deflecting

D) Advising

C) He has considerable "clout."

What should subordinates perceive about their boss in order to feel a higher status in the organization and to feel higher morale?

A) He is on their side.

B) He has considerable downward influence.

C) He has considerable "clout."

D) He is equal to them.

D) Knowledge

Which of the following characteristics are important sources of personal power?

A) Flexibility

B) Criticality

C) Relevance

D) Knowledge

A) Possesses personality characteristics that are remarkable to co-workers

Which best describes a manager with personal attraction as a power base?

A) Possesses personality characteristics that are remarkable to co-workers

B) Is friends with specific co-workers

C) Is knowledgeable so that people try to be his or her friend

D) Acts congruently with the organizational value system

C) Legitimacy power

A fast-food company does not promote anyone to manager unless he or she started at the beginning, flipping burgers. This is an example of a company promoting which type of power?

A) Relevance power

B) Visibility power

C) Legitimacy power

D) Effort power

E) Attraction power

B) Have lunch with workers from other departments

If you would like to expand your power base horizontally, what could you do?

A) Have lunch with co-workers in your department every day

B) Have lunch with workers from other departments

C) Focus on increasing your power through the formal organizational powers

D) Do an excellent job on all your assignments

A) Centrality of your position

If you want to increase your power by having information routed through your position and by increasing the technical sophistication of your work, what have you increased?

A) Centrality of your position

B) Latitude and flexibility of your job

C) The visibility of your job

D) The decision-making opportunities of your job

B) Look to be a participant at the formation of a group.

If you are looking to improve your flexibility, what should you do?

A) Look for a position that has existed for a long time. All the problems associated with the position have been worked through.

B) Look to be a participant at the formation of a group.

C) Look to be a participant in a group later in its life cycle; in that way you can avoid all the conflict.

D) Look to work in a company that values reliable performance.

C) Increase one's discretion and thus the potential for more power

What will a performance appraisal system that rewards initiative and innovation do?

A) Decrease one's flexibility and therefore his/her power base

B) May be too erratic to allow one to develop a strong power base

C) Increase one's discretion and thus the potential for more power

D) Promote more people to higher positions

C) Does June have the resources to do the job?

Having determined that June's poor work performance is related to a lack of ability, what is the first question you should ask?

A) Why does June have a poor attitude?

B) Does June lack commitment?

C) Does June have the resources to do the job?

D) Why doesn't June try harder?

C) (1) Determine if the resources are adequate, (2) retrain the individual, and (3) redesign the job.

Once a manager has determined that the reason for the poor performance is due to a lack of ability, in what order should the manager explore options?

A) (1) Redesign the job, (2) retrain the individual, and (3) move the individual to another position.

B) (1) Retrain the individual, (2) redesign the job, and (3) determine if the resources are adequate.

C) (1) Determine if the resources are adequate, (2) retrain the individual, and (3) redesign the job.

D) (1) Determine if the resources are adequate, (2) redesign the job, and (3) retrain the individual.

B) Being consistent

Mary has decided to set the following goal: To do the best she can in her management class this semester and to keep up with the readings. Mary's goal satisfies which criteria?

A) Being measurable and behavioral

B) Being consistent

C) Being appropriately challenging

D) Being specific

C) Feedback

An effective goal program has goals that are specific, consistent, and appropriately challenging. What is missing?A) Motivation

B) Autonomy

C) Feedback

D) Fairness

C) Low involvement; Reggie's desire for autonomy, his experience, ability, and task mastery are all high.

You are a sales manager. One of your salespeople is named Reggie. He has 10 years of experience and appears to be very capable. He rarely calls you, and sales in his district are always good. You know sales lacks routine and one could say the tasks change from day to day. What type of management involvement does Reggie need and why?

A) High involvement; the task is definitely not structured.

B) Low involvement; Reggie's desire of autonomy is low.

C) Low involvement; Reggie's desire for autonomy, his experience, ability, and task mastery are all high.

D) High involvement, Reggie's desire for autonomy, his experience, ability, and task mastery are all high.E) You can't tell from the information given.

A) Use awards infrequently

What guideline should a firm follow to attain the greatest motivational impact from a new awards programs?

A) Use awards infrequently

B) Only acknowledge current recipients

C) Give the awards privately

D) Make sure the award is meaningful to the families of employees

D) Reprimand, redirect, reinforce

When an employee does not perform at the level you expect, what steps should you take (in order) to reshape the behavior?

A) Ignore, reprimand, redirect

B) Redirect, reprimand, reinforce

C) Discipline, redirect, reinforce

D) Reprimand, redirect, reinforce

A) Extrinsic outcome

What is praise from a boss?

A) Extrinsic outcome

B) Internal motivator

C) Exceptional motivator

D) Intrinsic outcome

A) feedback

Five core job characteristics are most strongly related to job satisfaction. Which of the following is one of those characteristics?

A) feedback

B) task enlargement

C) job rotation

D) social interaction

E) instrumentality

C) That a cafeteria-style incentive program would probably be successful

If you were designing a reward program for your employees, what assumptions could you make?

A) That all employees in similar positions value similar rewards

B) That what I (as a manager) value, my employees will value as well

C) That a cafeteria-style incentive program would probably be successful

D) That preferences for rewards can be categorized by demographic information

2) informational deficiency, (3) role incompatibility, and (4) environmental stress.

All are correct except source 1.

The four sources of conflict are (1) personality-defect, (2) informational deficiency, (3) role incompatibility, and (4) environmental stress. Which sources are correct?

A) Personal Differences

Which source of conflict is one of the more difficult to resolve?

A) Personal differences

B) Informational deficiency

C) Role incompatibility

D) Environmental stress

BYou should disagree with the statement made by the manager.

You manage individuals from many different countries and cultures. A manager remarks, "Well, they may be from different cultures but within the organization there is only one culture you need to worry about, the organization's culture." How should you respond to this statement?

A) You should agree with the statement made by the manager.

B) You should disagree with the statement made by the manager.

C) There is not enough information to decide.

C) Role incompatibility

What would conflicts between people in the production and sales departments likely be based on?

A) Personal differences

B) Informational deficiency

C) Role incompatibility

D) Environmental stress

E) Personality-defect theory

D) Environmental stress

Downsizing encourages which type of interpersonal conflict?

A) Personal differences

B) Information deficiency

C) Role incompatibility

D) Environmental stress

E) Personality-defect theory

E) Collaborating

The problem is likely to be resolved. Also, all parties involved are committed to the solution and satisfied that they have been treated fairly. You probably utilized which conflict approach?\

A) Forcing

B) Avoiding

C) Compromising

D) Accommodating

E) Collaborating

A) Forcing

If you have an extremely low tolerance of ambiguity and it is important to you that you get your way on something, which conflict response alternative would you probably use?

A) Forcing

B) Accommodating

C) Avoiding

D) Compromising

E) Collaborating

A) Forcing

The issue involved is very important to you, but you are not too concerned about the relationship you have with the other individual. Which conflict response would you most likely use?

A) Forcing

B) Accommodating

C) Avoiding

D) Compromising

E) Collaborating

C) Persist until the problem is recognized

If you present a problem to someone, and he/she gets the general drift of your message but fails to comprehend how serious the problem is to you, what should you do?

A) Forget about it because that person will never change

B) Accept it because he/she did hear your message

C) Persist until the problem is recognized

D) Increase the level of conflict by forcing the issue

B) Adopt the most appropriate approach depending on the nature of the conflict.

In effectively handling a conflict, what should you do?

A) Adopt the most appropriate approach based on your dominant personality characteristics.

B) Adopt the most appropriate approach depending on the nature of the conflict.

C) Always choose collaboration.

Oliver Wendell Holmes

Nelson Mandela

In "The Problem Is You" presentation Simon Sinek refers to which leader.

take accountability for your actions, infinate and the finite game

In "The Problem Is You" presentation Simon Sinek highlights the following key topic.

engineering overeach

inside views

smooth sailing falicy

social herding

Excerpts from Dr. Rumelt' s "Good Strategy-Bad Strategy" explain all but one of the following five intertwined errors in human judgement and behavior.

inside view

According to the same book, what is the believe that the economic histories of other nations and other times, have had little relevance to the modern United States" called?