4e Kinicki Test Bank: Revised Questions Key Chapter 6 21. A good vision statement challenges and inspires people. Answer: True Page: 175-176 LO: 2 Difficulty: Moderate AACSB: 3 BT: Comprehension Rationale: Visions can challenge and inspire people in the organization and help align their energies in a common direction.
27. A grand strategy can be established by using tools including a SWOT analysis and forecasting. Answer: True Page: 177 LO: 2 Difficulty: Moderate AACSB: 3 BT: Comprehension Rationale: Among the strategic-planning tools and techniques used to establish a grand strategy are (1) SWOT analysis and (2) forecasting. 28. The starting point in establishing a grand strategy is often a SWOT analysis. Answer: True Page: 177 LO: 2 Difficulty: Moderate AACSB: 3 BT: Comprehension Rationale: Among the strategic-planning tools and techniques used to establish a grand strategy are (1) SWOT analysis and (2) forecasting. 42. The basic assumption of a contingency plan is that what happened in the past can be projected into the future. Answer: False Page: 180 AACSB: 3 LO: 3 BT: Knowledge Difficulty: Easy
52. A small florist most likely follows the single-product strategy. Answer: True Page: 187-188 LO: 4 Difficulty: Moderate AACSB: 3 BT: Comprehension Rationale: A single-product strategy is followed by the small florist who sells only one product within its market. 57. The three core processes of business include people, products, and prices. Answer: False Page: 191-192 LO: 5 AACSB: 3 BT: Knowledge Difficulty: Easy
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77. Which of the following is a question that should be answered by a companys mission statement? A) Does it inspire enthusiasm and encourage commitment? B) Does it set standards of excellence? C) Is it appropriate for the organization? D) Is it well articulated? E) What is our basic technology? Answer: E Page: 174 LO: 2 Difficulty: Hard AACSB: 3 BT: Comprehension Rationale: Only choice E is a question that should be answered by a companys mission statement. All of the other choices are questions that should be answered by a companys vision statement. 79. The grand strategies are A) cost-leadership, differentiation, cost focus, focused differentiation. B) SWOT. C) growth, stability, defensive . D) defender, prospector, analyzer, reactor. E) introduction, growth, maturity, decline. Answer: C Page: 176 AACSB: 3 LO: 2 BT: Knowledge Difficulty: Easy
96. When analyzing the O in SWOT analysis, a manager might be assessing A) competitors' actions. B) absenteeism among employees. C) good morale among workers. D) high service levels. E) good financial position. Answer: A Page: 179 LO: 3 Difficulty: Hard AACSB: 3 BT: Application Rationale: Competitors actions may be an opportunity if the competitor makes a misstep. 97. When analyzing the T in SWOT analysis, a manager might be assessing A) competitors' actions. B) employee absenteeism. C) strong corporate culture. D) high service levels. E) the firm's assets. Answer: A Page: 179 AACSB: 3 LO: 3 BT: Application Difficulty: Hard
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Rationale: Competitors actions may be a threat if the competitor captures market share. 106. Generic strategies include A) prospector, defender, analyzer, reactor. B) growth, stability, retrenchment. C) cost leadership, differentiation, cost focus, focused differentiation. D) SWOT. E) introduction, growth, maturity, decline. Answer: C Page: 184 AACSB: 3 LO: 4 BT: Knowledge Difficulty: Easy
109. An example of a firm pursuing a cost-leadership strategy is A) Home Depot. B) PepsiCo. C) national discount gas stations. D) Ferrari. E) Lexus. Answer: A Page: 184 LO: 4 Difficulty: Moderate AACSB: 3 BT: Comprehension Rationale: The cost-leadership strategy is to keep the costs, and hence prices, of a product or service below those of competitors and to target a wide market. 110. An example of a firm that pursues a differentiation strategy is A) Home Depot. B) Ritz-Carlton Hotels. C) discount gas stations. D) Rolls Royce. E) Wal-Mart. Answer: B Page: 184-185 LO: 4 Difficulty: Moderate AACSB: 3 BT: Comprehension Rationale: The differentiation strategy is to offer products or services that are of unique and superior value compared to those of competitors but to target a wide market. 111. Timex Watch makes inexpensive but reliable watches sold throughout the U.S. and is an example of an organization pursuing a _________ strategy. A) cost leadership B) differentiation C) cost focus D) focused differentiation E) retrenchment
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Answer: A
Page: 184 LO: 4 Difficulty: Moderate AACSB: 3 BT: Comprehension Rationale: The cost-leadership strategy is to keep the costs, and hence prices, of a product or service below those of competitors and to target a wide market. 113. An organization that offers unique, superior products or services to a narrow market is pursuing a strategy of A) cost leadership. B) differentiation . C) cost focus. D) retrenchment. E) focused differentiation. Answer: E Page: 185 LO: 4 Difficulty: Moderate AACSB: 3 BT: Comprehension Rationale: The focused-differentiation strategy is to offer products or services that are of unique and superior value compared to those of competitors and to target a narrow market. 115. An example of a firm that pursues a focused-differentiation strategy is A) Rolls Royce. B) Toyota. C) Volkswagen. D) Honda. E) Subaru. Answer: A Page: 185 LO: 4 Difficulty: Hard AACSB: 3 BT: Application Rationale: The focused-differentiation strategy is to offer products or services that are of unique and superior value compared to those of competitors and to target a narrow market. 117. In the growth stage of the product life cycle, most products are most likely A) making the most profits. B) making the least profits. C) making small profits. D) breaking even. E) losing money. Answer: A Knowledge Page: 186 LO: 4 Difficulty: Easy AACSB: 3 BT:
126. __________ means the economic value of separate, related businesses under one ownership and management is greater together than the businesses are worth separately. A) Structure B) Synergy
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C) D) E)
Selectivity Cooperation Interaction Page: 189 AACSB: 3 LO: 4 BT: Knowledge Difficulty: Easy
Answer: B
139. Give examples of what managers might look at in performing each element of a SWOT analysis. Page: 179 Application LO: 3 Difficulty: Hard AACSB: 3 BT:
Answer: Examples of a firms strengths and weaknesses: assessment of skills, resources (including human resources), facilities, technologies, organization, culture, work processes, staff, product quality, production capacity, image, financial resources and requirements, service levels. Examples a firms opportunities and threats: economic analysis, assessment of governmental relations, market segment analysis, industry & competition analysis, impact of technology on organization, product analysis. Chapter 7 1. The fact that all of your friends prefer cream in their coffee indicates that everyone would prefer cream; that is, this is a representative sample. Answer: False Page: 201 LO: 1 Difficulty: Hard AACSB: 3 BT: Application Rationale: If all of your friends prefer cream in their coffee, this is not enough data on which to draw the conclusion that everyone prefers cream. This small sample might be biased. 19. Nonrational decision-making models are prescriptive. Answer: False Page: 209 LO: 2 Difficulty: Easy AACSB: 3 BT: Knowledge
25. Having too much evidence makes it hard to bring the best evidence to bear on your decisions. Answer: True Page: 214 LO: 3 Difficulty: Moderate AACSB: 3 BT: Comprehension Rationale: Among the reasons its hard to bring the best evidence to bear on a decision is that there is too much evidence.
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37. Smaller sized groups make higher quality decisions. Answer: True Page: 220 LO: 5 Difficulty: Moderate AACSB: 3 BT: Comprehension Rationale: One characteristic of a group is that its size affects the decision quality. In general the larger the group, the lower the quality of the decision. 39. Shakil, a manager, has to make a decision about a new procedure to be used by workers in the department. There is no great urgency in the situation. Shakil should make the decision by himself. Answer: False Page: 219-220 LO: 5 Difficulty: Hard AACSB: 3 BT: Application Rationale: Since group decisions are generally better decisions than most individuals action alone and since there is no time constraint, Shakil should likely make the decision with the department workers. This has the added benefit of allowing the workers to contribute to the decision and thus be more likely to abide by it. 62. Business decision making may be __________, but often it is __________. A) ineffectual; based in fantasy B) practical; unpractical C) rational; nonrational D) unpractical; practical E) None of the above is accurate about decision making. Answer: C Page: 205 LO: 2 Difficulty: Moderate AACSB: 3 BT: Comprehension Rationale: Decision making may be rational, but often it is nonrational. For example nonrational models include satisficing and incremental. 64. Determining what is actually happening versus what is desirable is associated with which stage of the rational decision-making model? A) Stage 1 B) Stage 2 C) Stage 3 D) Stage 4 E) This does not occur in the rational decision-making model. Answer: A Page: 206 LO: 2 Difficulty: Moderate AACSB: 3 BT: Comprehension Rationale: Whether you are confronted with a problem or an opportunity, the decision youre called on to make is how to make improvementshow to change conditions from the present to the desirabledone inStage 1.
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68. In which stage in the rational decision-making model do you implement and evaluate the solution chosen? A) Stage 1 B) Stage 2 C) Stage 3 D) Stage 4 E) This is not part of the rational decision-making model. Answer: D Page: 207 LO: 2 Difficulty: Moderate AACSB: 3 BT: Comprehension Rationale: Stage 4 of the rational model of decision making is implement and evaluate the solution chosen.. 70. The concept of bounded rationality is related to the ________ model of decision making. A) coalitional B) garbage in-garbage out C) satisficing D) incremental E) intuitional Answer: C Page: 209 LO: 2 Difficulty: Moderate AACSB: 3 BT: Comprehension Rationale: Bounded rationality is derived from the satisficing model: satisfactory is good enough. 72. Managers who seek alternatives until they find one that is satisfactory but not optimal, are engaged in A) coalitioning. B) incrementing. C) satisficing. D) creating. E) intuitioning. Answer: C Knowledge Page: 210 LO: 2 Difficulty: Easy AACSB: 3 BT:
99. The process of involving employees in setting goals, making decisions, solving problems, and making changes is called A) conjoint management. B) participative management. C) escalation of commitment. D) satisficing. E) goal displacement.
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Answer: B Knowledge
Page: 221 LO: 5 Difficulty: Easy
AACSB: 3 BT:
101. Which of the following is a factor that can help make participative management work? A) Front-line management is continually involved. B) Employees trust managers. C) PM is not implemented with TQM. D) Employees have just been hired. E) Employees need more training. Answer: B Page: 221 LO: 5 Difficulty: Moderate AACSB: 3 BT: Comprehension Rationale: Factors that can help make participative management work include (1) top management is continually involved, (2) middle and supervisory managers are supportive, (3) employees trust managers, (4) employees are ready, (5) employees dont work in interdependent jobs, (5) PM is implemented with TQM. 106. Zoe must decide whether to sign an extension to her lease for her small coffee shop, but she decides to take no action because she believes there will be no great negative consequences. Zoe is practicing A) relaxed change. B) defensive avoidance. C) panic. D) relaxed avoidance. E) deciding to decide. Answer: D Page: 225 LO: 6 Difficulty: Hard AACSB: 3 BT: Application Rationale: Relaxed avoidance means a manager decides to take no action in the belief that there will be no great negative consequences. 111. Managers tend to give more weight to more recent behavior. This is largely due to the A) heuristic bias. B) halo effect. C) activity effect. D) availability bias. E) representativeness bias. Answer: D Knowledge Page: 228 LO: 6 Difficulty: Easy AACSB: 3 BT:
112. Sue hired a successful employee from ABC University. She is convinced that hiring from ABC University in the future will produce the same level of success. This is an example of a (n)
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A) B) C) D) E)
heuristic bias. professional effect. recency effect. availability bias. representativeness bias.
Answer: E Page: 228 LO: 6 Difficulty: Hard AACSB: 3 BT: Application Rationale: Representativeness bias is the tendency to generalize from a small sample or a single event as in the case of Sue hiring just one employee from ABC University and then deciding that all ABC graduates will be successful at her firm. 121. Identify the four general decision making styles. Page: 202-204 LO: 1 Knowledge Difficulty: Easy AACSB: 3 BT:
Answer: Directive, Analytical, Conceptual, and Behavioral. Each style varies on the dimensions of a tolerance for ambiguity and value orientation. Chapter 8 3. To do more in a day, you must do lessnot do everything faster. Answer: True Page: 239 LO: 1 Difficulty: Moderate AACSB: 3 BT: Comprehension Rationale: To do more in a day, you must do lessnot do everything faster says Odette Pollar, a productivity expert. You must learn to delegate. 6. Corporate culture can vary widely across organizations on dimensions of employee relations, teamwork, and risk taking. Answer: True Page: 240-241 LO: 1 Difficulty: Moderate AACSB: 3 BT: Comprehension Rationale: Culture can vary considerably, with different organizations having differing emphases on risk taking, treatment of employees, teamwork, rules and regulations, conflict and criticism, and rewards. 12. Culture exists on an invisible and visible level. Answer: True Page: 241 AACSB: 3 LO: 1 Difficulty: Moderate BT: Comprehension
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Rationale: AT the most visible level, organizational culture is expressed in observable artifacts; basic assumptions, which are not observable, represent the core values of an organizations culture. 26. Sometimes, culture can be strong enough to take the place of organizational structure. Answer: True Page: 244 LO: 1 Difficulty: Moderate AACSB: 3 BT: Comprehension Rationale: Sometimes culture can be strong enough to take the place of structure; i.e., the expectations of the culture replace formal rules and regulations. In this case the sense of orderliness and predictability that employees look to for guidance are provided by the culture rather than by a rule book. 31. Those who found a business and the managers who follow them essentially use a teaching process to embed the culture in the organization. Answer: True Page: 247 LO: 2 Difficulty: Moderate AACSB: 3 BT: Comprehension Rationale: There are eleven ways that those who found a business and the managers who follow them use to teach the values, beliefs, expectations, behaviors, and business philosophy that constitute the organizations culture. 51. One advantage of decentralized organizations is less duplication of work. Answer: False Page: 254 LO: 4 Difficulty: Moderate AACSB: 3 BT: Comprehension Rationale: An advantage in having decentralized authority is that managers are encouraged to solve their own problems rather than to buck the decision to a higher level. In addition, decisions are made more quickly, which increases the organizations flexibility and efficiency. Less duplication of work is an advantage of a centralized organization. 56. A functionally-organized company can also use team-based structure. Answer: True Page: 258-259 LO: 5 AACSB: 3 BT: Knowledge Difficulty: Easy
67. A very large organization in which a company would do business in different, quite unrelated areas is called a conglomerate. Answer: True Page: 264 AACSB: 3 LO: 6 BT: Knowledge Difficulty: Easy
74. Which of the following statements about delegation is true? A) Try not to let your employees solve problems on their own.
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B) C) D) E)
Delegate HR matters. Delegate special tasks that your boss asked you to do. Dont delegate emergencies. Make your assignments to subordinates a bit outside of their training and motivation so they can learn by doing.
Answer: D
Page: 239 LO: 1 Difficulty: Moderate AACSB: 3 BT: Comprehension Rationale: Dont delegate emergencies: by definition, an emergency is a crisis for which there is little time for solution, and you should handle this yourself. 75. Which of the following should a manager delegate? A) emergencies B) special tasks your boss has asked you to do C) personnel matters D) tasks that match the skills and motivation of subordinates E) confidential matters Answer: D Page: 239 LO: 1 Difficulty: Moderate AACSB: 3 BT: Comprehensive Rationale: Guidelines that suggest when to delegate indicate that the outcome of delegation is better when the tasks delegated match the skills and abilities of subordinates. 80. ArcCo Electric is a mid-sized company that prides itself on offering the best salaries and benefits, and treating everyone who works there with equal respect. The caring attitude everyone displays is truly part of its organizational culture and because of it everyone in the organization is truly involved. ArcCo is most likely an example of a __________ culture. A) clan B) adhocracy C) market D) hierarchy E) espoused Answer: A Page: 241 LO: 1 Difficulty: Hard AACSB: 3 BT: Application Rationale: A clan culture has an internal focus and values flexibility rather than stability and control. It encourages collaboration among employees, and increases organizational commitment through employee involvement. 81. Digital Globe is a technology company that provides the most up-to-date satellite pictures of the globe, digitalized for electronic use. As the military, governments, and others demand clear pictures of certain areas of the world, Digital Globe provides them immediately. Digital Globe has a research department that creates innovative
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software products by being adaptable and quick to respond to changes in the market. Digital Globe is most likely an example of a __________ culture. A) clan B) adhocracy C) market D) hierarchy E) espoused Answer: B Page: 241 LO: 1 Difficulty: Hard AACSB: 3 BT: Application Rationale: An adhocracy culture has an external focus and values flexibility. This type of culture attempts to create innovative products by being adaptable, creative, and quick to respond to changes in the marketplace. 94. Which of the following is a way culture becomes embedded in an organization? A) formal market research B) laws C) rewards, titles, promotions, and bonuses D) competitive intelligence E) competitive analysis Answer: C Page: 247-248 LO: 2 AACSB: 3 BT: Knowledge Difficulty: Easy
110. __________ is the concept that best describes types of managerial positions. A) line versus staff B) centralized versus decentralized C) flat versus tall D) span of control E) complex versus simple Answer: A Page: 254 LO: 4 Difficulty: Hard AACSB: 3 BT: Application Rationale: Line managers have authority to make decisions and usually have people reporting to them. On the other hand, staff personnel have authority functions; they provide advice, recommendations, and research to line managers, but do not generally have direct reports. 119. __________ group divisions or business units around common customers or clients. A) Functional structures B) Product divisions C) Customer divisions D) Matrix organizations E) Geographic divisions
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Answer: C
Page: 256 AACSB: 3
LO: 5 BT: Knowledge
Difficulty: Easy
138. At XYZ Inc., specialists from marketing, manufacturing, finance, and engineering departments work closely together on new product development teams. XYZ is A) highly differentiated. B) a centralized organization. C) highly integrated. D) a mechanistic organization. E) a conglomerate. Answer: C Page: 264 LO: 6 Difficulty: Hard AACSB: 3 BT: Application Rationale: In a highly integrated organization, the specialists work together to achieve a common goal. One of the means for achieving this is the use of crossfunctional teams. 147. Small-batch organizations tend to be __________ formal and to be __________ flexible. A) more; more B) less; more C) less; less D) more; less E) There is no relationship between level of specialization and level of bureaucracy. Answer: C Page: 265 LO: 6 Difficulty: Moderate AACSB: 3 BT: Comprehension Rationale: Small-batch organizations tend to be informal and flexiblethat is, organic. 151. Apple is currently in what stage of its life cycle? A) birth stage B) maturity stage C) adolescent stage D) youth stage E) midlife stage Answer: E Page: 266 LO: 6 Difficulty: Moderate AACSB: 3 BT: Comprehension Rationale: In the midlife stage, the organization becomes bureaucratic, a period of growth evolving into stability. Now the organization has a formalized bureaucratic structure, staffs of specialists, decentralization of functional divisions, and many rules.
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158. Explain what a matrix structure is, and draw an organization chart that depicts a matrix (including appropriate job titles). Explain what you think it would be like to be a manager in a matrix organization. Page: 258 Application LO: 5 Difficulty: Hard AACSB: 3 BT:
Answer: The student should explain the matrix structure, draw a chart similar to the one shown, and give his or her opinion about what it would be like to work in a matrix. In a matrix structure, an organization combines functional and divisional chains of command in a grid so that there are two command structuresvertical and horizontal. The functional structure usually doesnt changeit is the organizations normal departments or divisions, such as Finance, Marketing, Production, and R & D. The divisional structure may varyas by product, brand, customer, or geographic region. Here is an example of a drawing of a matrix organization (students may vary labels, but should still show a similar matrix reporting structure).
159. What is a team-based structure? How does this structure relate to the concepts of mechanistic/organic organizations? To the concepts of differentiation/integration? Page: 258-259 LO: 5-6 Difficulty: Moderate Comprehension Answer: AACSB: 3 BT:
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A team-based structure is one that uses teams or workgroups, either temporary or permanent, to improve horizontal relations and solve organizational problems. Team-based structures are more likely in organic organizations. They serve to integrate organizations.
Chapter 9 33. An advantage of internal recruiting is that applicants may have specialized knowledge and experience. Answer: False Page: 285; Table 9.3 LO: 3 Moderate AACSB: 3 BT: Comprehension Rationale: This is an advantage of external recruiting. 34. The selection process is an exercise in prediction. Answer: True Page: 286 LO: 3 Difficulty: Moderate AACSB: 3 BT: Comprehension Rationale: The selection process is the screening of job applicants to hire the best candidate. Essentially this becomes an exercise in prediction: how well will the candidate perform the job and how long will he or she stay? 38. In the situational interview a typical question may likely be What would you do if you saw two of your people arguing loudly in the work area? Answer: True Page: 288-289 LO: 3 Difficulty: Moderate AACSB: 3 BT: Comprehension Rationale: In the situational interview, the interviewer focuses on hypothetical situations. An example given in the text is What would you do if you saw two of your people arguing loudly in the work area? 41. Application forms, interviews, and educational and experience requirements are now legally considered tests. Answer: True Page: 289 LO: 3 Difficulty: Moderate AACSB: 3 BT: Comprehension Rationale: Employment tests are legally considered to consist of any procedure used in the employment selection decision process. Thus, even application forms, interviews, and educational and experience requirements are now considered tests. 55. In giving negative feedback to an employee, a manager should be very general and understate the feedback to avoid hurting the employee's feelings. Difficulty:
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Answer: False Page: 297; Table 9.4 LO: 5 Difficulty: Moderate AACSB: 3 BT: Comprehension Rationale: The typical appraisal is often three pages long and filled with vague, uncommunicative language and is useless to ensure that improvement happens. Bossidy recommends an appraisal take up half a page and cover just three topics: what the boss likes about your performance, what you can improve, and how you and your boss are going to make sure that improvement happens. 64. An employee cannot be dismissed for cause for sloppy work habits. Answer: False Page: 301 LO: 7 Difficulty: Moderate AACSB: 3 BT: Comprehension Rationale: A person can be dismissed permanently for cause: absenteeism, sloppy work habits, failure to perform satisfactorily, breaking the law, and the like. 80. Which of the following protects employees who raise accusations of fraud to a federal agency? A) Civil Rights Act B) COBRA C) Immigration Reform & Control Act D) ERISA E) Sarbanes-Oxley Act Answer: E Page: 281 AACSB: 3 LO: 2 BT: Knowledge Difficulty: Easy
88. Placing information about job vacancies and qualifications in places in the organization where employees can see them such as bulletin boards is called A) job analysis. B) realistic job previewing. C) BARS. D) recruiting. E) job posting. Answer: E Page: 284 AACSB: 3 LO: 3 BT: Knowledge Difficulty: Easy
104. MBO is consistent with a(n) __________ performance appraisal. A) subjective B) trait C) BARS D) results E) behavioral
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Answer: D
Page: 294-295 LO: 5 Difficulty: Moderate AACSB: 3 BT: Comprehension Rationale: MBO is an objective approach that assesses specific results. Objective appraisals are based on facts and are often numerical thus MBO is consistent with this type of appraisal. 118. Which of the following is an example of an employee benefit? A) commissions B) bonuses C) legal advice D) worker's compensation E) stock options Answer: C Page: 299 AACSB: 3 LO: 6 BT: Knowledge Difficulty: Easy
122. Which of the following is a reason why an employee may be transferred? A) her skills are needed in another part of the organization B) retain her interest and motivation by being presented with a new challenge C) personal differences with her present boss D) broaden her experience E) All of the above are good reasons to transfer an employee. Answer: E Page: 301 LO: 7 Difficulty: Moderate AACSB: 3 BT: Comprehension Rationale: There are four principal reasons why employees might be transferred: (1) to solve organizational problems by using their skills at another location; (2) to broaden their experience in being assigned to a different position; (3) to retain their interest and motivation by being presented with a new challenge; or (4) to solve some employee problems, such as personal differences with their bosses. 127. Explain what human resource management is, and explain the steps in the strategic human resource management process. Page: 276-277; Figure 9.1 AACSB: 3 LO: 1 Difficulty: Moderate BT: Comprehension
Answer: HRM consists of the activities needed to plan for, attract, develop, and retain an effective workforce. The steps in the strategic HRM process are: *Based on the mission, grand strategy, and strategic plan, plan the human resources needed. *Recruit and select people *Orient, train, and develop people
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*Perform appraisals of people
129. Give the advantages and disadvantages of internal and external recruiting. Page: 285-Table 9.3 Comprehension LO: 3 Difficulty: Moderate AACSB: 3 BT:
Answer: *Internal Recruiting: *Advantages: Greater motivation for existing employees Lower costs than advertising in newspapers, etc. Fewer risks, as candidates are already known *Disadvantages: Limits the pool of available talent May cause employees to become complacent Filling a job from inside merely shifts where a vacancy exists *External Recruiting: *Advantages: Potentially greater ability to obtain specialized knowledge and experience Fresh viewpoints *Disadvantages: More expensive and takes longer Higher risk, because candidates from outside are relatively less well known 133. Describe the 360 degree feedback appraisal technique. Page: 296 LO: 5 Comprehension Difficulty: Moderate AACSB: 3 BT:
Answer: In this technique, an employee chooses 6 12 people (boss, coworkers, subordinates, clients) who fill out anonymous forms about his performance. The employee goes over the results with his manager, and they develop a long-term plan for performance improvement. Chapter 10
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25. When they call upon OD, managers and consultants are focusing on short-term, temporary changes. Answer: False Page: 319 LO: 2 Difficulty: Difficult AACSB: 3 BT: Application Rationale: OD is used to address things such as managing conflict, revitalizing organizations, and adapting to mergers. These require permanent change. 44. Innovation has only two characteristicsinteresting and uncertain. Answer: False Page: 324-325 LO: 3 Difficulty: Moderate AACSB: 3 BT: Comprehension Rationale: Rosabeth Moss Kanter suggests that innovation has four characteristics: (1) innovating is an uncertain business; (2) people closest to the innovation know the most about it, at least initially; (3) innovation may be controversial; and (4) innovation can be complex because it may cross organizational boundaries. 45. Three ways to encourage innovation are by providing the organizational culture, the resources, and the proper equipment. Answer: False Page: 325 AACSB: 3 LO: 3 BT: Knowledge Difficulty: Easy
55. One of the reasons employees resist change is lack of tact or poor timing in the introduction. Answer: True Page: 329-330 LO: 4 AACSB: 3 BT: Knowledge Difficulty: Easy
58. Benchmarking is a technique that can be used in the refreezing stage. Answer: False Page: 330 LO: 4 Difficulty: Moderate AACSB: 3 BT: Comprehension Rationale: Benchmarking is used in the changing stage and is a process by which a company compares its performance with that of high-performing organizations. 59. During refreezing, managers should model the change themselves, as well as coach employees and reinforce the desired behaviors. Answer: True Page: 330 AACSB: 3 LO: 4 Difficulty: Moderate BT: Comprehension
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Rationale: Managers can assist the refreezing by encouraging employees to exhibit the new change and then, through additional coaching and modeling, by reinforcing the employees in the desired change. 66. Which of the following is an example of a force for change originating outside the organization? A) conflict management B) technological advancements C) structural reorganization D) employee problems E) absenteeism & turnover Answer: B Page: 316 LO: 1 Difficulty: Moderate AACSB: 3 BT: Comprehension Rationale: Forces for change that originate outside the organization include demographic characteristics, market changes, technological advancements, and social & political pressures. 74. The Human Resource Department at ABC Company has just calculated the absenteeism rate for 2009, and it is 25% higher than it was in 2007 and 2008. ABC should A) wait until the end of 2009 and see what the rate is. B) investigate whether employees have become dissatisfied with their jobs. C) begin a major job redesign effort. D) reduce employees' work hours. E) institute strict disciplinary procedures for employees who are absent. Answer: B Page: 317 LO: 1 Difficulty: Hard AACSB: 3 BT: Application Rationale: Absenteeism is likely to be resulting from drops in job satisfaction, and management needs to know if and why employees are feeling less satisfied in order to correct the problem effectively. 78. Which of the following is an area in which change is often needed? A) technology B) strategy C) people D) structure E) All of the above are areas in which change is often needed. Answer: E Page: 317 AACSB: 3 LO: 1 BT: Knowledge Difficulty: Easy
80. The Convenient Pharmacy chain has received numerous complaints from home delivery customers in the Friendly Hills area that their prescriptions often arrive late. Almost all of the drivers say that they often get lost trying to find houses in this
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neighborhood, even when directions have previously been obtained from the customers. (Convenient Pharmacy does not give its drivers GPS technology.) Frequently, drivers have to take time to call the customer again for even more detailed directions. Convenient Pharmacy probably needs to change its A) structure. B) people. C) technology. D) culture. E) strategy. Answer: C Page: 318 LO: 1 Difficulty: Hard AACSB: 3 BT: Application Rationale: The company's technology appears to be limiting its ability to service its customers effectively. 81. Your Local Department (YLD) store is in the process of cross-training all of its employees to be able to assist customers, do inventory audits, and assess demand for new clothing fashions. The company is changing A) people. B) structure. C) skills. D) technology. E) attitudes. Answer: C Page: 318 LO: 1 Difficulty: Hard AACSB: 3 BT: Application Rationale: Assisting customers, doing inventory audits, and assessing demand are all skills that employees are learning at YLD. 98. A(n) __________ innovation is a change in the appearance or the performance of a product or a service or the creation of a new one. A) product B) process C) adaptive D) reactive E) proactive Answer: A Page: 323 AACSB: 3 LO: 3 BT: Knowledge Difficulty: Easy
99. A(n) __________ innovation is a change in the way a product or service is conceived, manufactured, or disseminated. A) product B) process C) adaptive D) reactive
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E)
proactive Page: 323 AACSB: 3 LO: 3 BT: Knowledge Difficulty: Easy
Answer: B
104. Esteban, President of Acme Beverage Company, has just reviewed the dismal results of the company's new product, a chocolate cola beverage. Edith was the major force behind the idea and its market trial. It appears that Edith did the normal level and type of research on the product's acceptance by consumers prior to its introduction. Esteban should A) fire Edith as an example to others. B) demote Edith. C) send Edith to a marketing class. D) reward Edith. E) ignore the product failure. Answer: D Page: 326 LO: 3 Difficulty: Hard AACSB: 3 BT: Application Rationale: Managers should reward experimentation, and support a culture that celebrates failure. 115. Introducing a practice that is new to the industry is called a(n) __________ change. A) radically innovative B) innovative C) adaptive D) reactive E) incremental Answer: A Page: 329 AACSB: 3 LO: 4 BT: Knowledge Difficulty: Easy
120. During Lewins changing stage, managers should A) give employees the tools for change. B) reinforce the desired change. C) give people new models of behavior. D) reduce the barriers to change. E) make employees dissatisfied with the present situation. Answer: C Page: 330 LO: 4 Difficulty: Moderate AACSB: 3 BT: Comprehension Rationale: In the changing stage, employees need to be given the tools for change: new information, new perspectives, and new models of behavior.
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131. What should organizations do to provide support for innovations? Page: 325-326 LO: 3 Comprehension Difficulty: Moderate AACSB: 3 BT:
Answer: Innovation doesnt happen as a matter of course. Organizations have to develop ways to make it happenover and over. Three ways to do so are by providing (1) the right organizational culture, (2) the appropriate resources, and (3) the correct reward system. Chapter 11 3. One of the things that Gen Yers are looking for in the workplace is regular hours. Answer: False Page: 339 LO: 1 Difficulty: Moderate AACSB: 3 BT: Comprehension Rationale: What Gen Yers are looking for in the workplace is not only a good income and good relationships with their bosses and co-workers but also challenging daily work, the opportunity for growth, the chance to show off skills and be recognized for their accomplishments, casual dress environment, and flexible schedules for social and personal time. 17. A manager may be able to boost an employee's self-esteem by providing positive feedback whenever possible. Answer: True Page: 343; Table 11.2 LO: 1 Difficulty: Moderate AACSB: 3 BT: Comprehension Rationale: One of the ways a manager can boost an employees self-esteem is by providing positive feedback whenever possible. 18. High self-monitoring individuals tend to have greater career success than low selfmonitors. Answer: True Page: 344Table 11.3 LO: 1 Difficulty: Moderate AACSB: 3 BT: Comprehension Rationale: Research shows a positive relationship between high self-monitoring and career success. 21. The field that is dedicated to better understanding and managing people at work is called Organizational Behavior Answer: True Page: 345 AACSB: 3 LO: 2 BT: Knowledge Difficulty: Easy
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23. Values are a learned predisposition toward a given object. Answer: False Page: 345 AACSB: 3 LO: 2 BT: Knowledge Difficulty: Easy
33. Job satisfaction is the extent to which you identify or are personally involved with your job. Answer: False Page: 349 AACSB: 3 LO: 3 BT: Knowledge Difficulty: Easy
50. Conchita, a manager, hires two subordinates, Manuel and Alesha. Conchitas first impression of Manuel is that he is very bright and will be an excellent worker; her first impression of Alesha is that she is slow but steady. When assigning work, Conchita gives Manuel more challenging projects. Alesha is probably suffering from the halo effect. Answer: False Page: 354 LO: 4 Difficulty: Hard AACSB: 3 BT: Application Rationale: The halo effect is where we form an impression of an individual based on a single trait. It is Conchita, not Alesha, who is suffering from the halo effect. 65. The stable psychological traits and behavioral attributes that give a person his identity is known as his A) values. B) goals. C) attitudes. D) personality. E) attributions. Answer: D Page: 340 AACSB: 3 LO: 1 BT: Knowledge Difficulty: Easy
67. John is intelligent, imaginative and broadminded; he is probably high in _________. A) emotional stability B) conscientiousness C) extroversion D) openness to experience E) self-monitoring Answer: D Page: 340 AACSB: 3 LO: 1 BT: Application Difficulty: Hard
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Rationale: Openness to experience refers to how intellectual, imaginative, curious, and broad-minded one is. 72. How should a manager use personality tests? A) rely primarily on personality tests in hiring B) create personality profiles of desirable employees for different jobs C) supplement personality test data with other tests and interviews D) experiment with various personality tests that appear on the Internet E) Personality tests should not be used by managers as they are illegal. Answer: C Page: 341; Table 11.1 LO: 1 Difficulty: Moderate AACSB: 3 BT: Comprehension Rationale: Personality tests can sometimes be an aid in hiring good people, but they do not give a total picture of a job candidate. Personality tests should be supplemented with information from reference checks, personal interviews, ability tests, and job performance records. 78. Which kind of employee is most likely to command a higher salary? A) a person high in introversion B) a person with an internal locus of control C) a person in low conscientiousness D) a person low in learned helplessness E) a person low in tolerance for ambiguity Answer: B Page: 342 LO: 1 Difficulty: Moderate AACSB: 3 BT: Comprehension Rationale: Internals exhibit less anxiety, greater work motivation, and stronger expectations that effort leads to performance. They also obtain higher salaries. 84. If a manager knows his subordinates have low self-esteem, she should A) concentrate on their weaknesses. B) redesign the work so that jobs are routine and structured. C) avoid delegating work to subordinates. D) express confidence in employees abilities to complete their tasks. E) avoid giving negative feedback. Answer: D Page: 343;Table 11.2 LO: 1 Difficulty: Moderate AACSB: 3 BT: Comprehension Rationale: Managers can build employee self-esteem by expressing confidence in employees abilities to complete their tasks. 89. Which value is the most important to workers according to the Society for Human Resource Management? A) compensation B) benefits C) work-life balance
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D) E)
recognition status
Answer: C
Page: 345-346 LO: 2 Difficulty: Moderate AACSB: 3 BT: Comprehension Rationale: According to a survey by the Society for Human Recourse Management, employees are more interested in striking a balance between work and family life rather than just earning a paycheck. 96. Under which of the following circumstances would cognitive dissonance be greatest? A) when the elements of the dissonance are not very important B) when the individual has little control C) when the emotional investment in the situation is large D) when the rewards at stake are small E) when there is little financial investment in the idea Answer: C Page: 347 LO: 2 Difficulty: Hard AACSB: 3 BT: Application Rationale: Cognitive dissonance is apt to be high in the face of new evidence if you have a lot invested emotionally or financially in the situation. 101. A person's overall satisfaction with his job depends on how he feels about his A) life outside of work. B) locus of control. C) boss as a supervisor. D) industry. E) self-efficacy. Answer: C Page: 349 LO: 3 Difficulty: Moderate AACSB: 3 BT: Comprehension Rationale: A persons overall satisfaction with work depends on how they feel about several components, such as work, pay, promotions, co-workers, and supervision. 107. Which of the following is a step in the perceptual process? A) selective attribution B) selective recall C) selecting a memory D) retrieving from memory to make judgments and decisions E) selective perception Answer: D Page: 352;Figure 11.2 AACSB: 3 BT: Knowledge LO: 4 Difficulty: Easy
121. Signs of negative stress may include
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A) B) C) D) E)
sweaty palms. upset stomach. boredom. sleeplessness. all of the above.
Answer: E
Page: 360 LO: 5 Difficulty: Moderate AACSB: 3 BT: Comprehension Rationale: Negative stress reveals itself in three kinds of symptoms: physiological signs, psychological signs, and behavioral signs. The choices in the question are all signs of negative stress. 125. Identify and define the Big 5 personality dimensions. Which of these are related to job performance? Describe how you think you are on each of these dimensions, and explain why. Page: 340-341 LO: 1 Application Difficulty: Hard AACSB: 3 BT:
Answer: The five dimensions are: Extroversion: how outgoing, talkative, sociable, and assertive a person is Agreeableness: how trusting, good-natured, cooperative, and soft-hearted a person is Conscientiousness: how responsible, dependable, achievement-oriented, and persistent a person is Emotional stability: how relaxed, secure, and unworried one is Openness to experience: how intellectual, imaginative, curious, and broadminded one is Extroversion is related to success for managers and salespeople, and is generally more highly correlated with job performance than agreeableness. Conscientiousness has been found to have the strongest positive correlation with job performance. The student should then explain how they think they act on each dimension. 126. Define locus of control, self-efficacy, self-esteem, and self-monitoring. Explain their effect on job performance and behavior. Describe how you think you are on each of these characteristics, and explain why. Page: 342-344 LO: 1 Application Answer: Difficulty: Hard AACSB: 3 BT:
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Locus of control: how much people believe they control their own fate. Internal locus of control is correlated with lower anxiety, higher motivation, and higher salaries. Self-efficacy: belief in one's personal ability to do a task. High self-efficacy is linked to success in physical and mental tasks, reduced anxiety, and increased tolerance for pain. Self-esteem: the degree to which a person likes himself. Self-monitoring: the extent to which people are able to observe their own behavior and adapt it to external situations. Research shows a positive correlation between self-monitoring and career success. The student should then explain how they think they act on each dimension. Chapter 12 1. Managers need to think about employees as investors. Answer: True Page: 369 LO: 1 Difficulty: Moderate AACSB: 3 BT: Comprehension Rationale: In managing for motivation, managers need to be thinking about employees not as human capital or capital assets, but as people who are investors; they are investing their time, energy, and intelligence in your organization 13. An organization can offer interaction with others, participation in workgroup, and good relationships with supervisors in order to satisfy an employees needs of belongingness. Answer: True Page: 374 LO: 2 Difficulty: Hard AACSB: 3 BT: Application Rationale: For managers, the importance of Maslows contribution is that he showed that workers have needs beyond that of just earning a paycheck. To the extent the organization permits, managers should first try to meet employees level 1 and 2 needs, and then give employees a chance to fulfill their higher-level needs such as belongingness in ways that also advance the goals of the organization. 15. ERG Theory is a content perspective motivation theory. Answer: True Page: 372 AACSB: 3 LO: 2 BT: Knowledge Difficulty: Easy
20. The need for personal power is positive and involves manipulating people for one's own gratification. Answer: False Page: 375 AACSB: 3 LO: 2 BT: Knowledge Difficulty: Easy
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23. According to Herzberg's Two-Factor Theory, the physical working conditions under which an employee works does not act as a strong motivator. Answer: True Page: 377 AACSB: 3 LO: 2 BT: Knowledge Difficulty: Easy
24. Hygiene factors are factors associated with job satisfaction. Answer: False Page: 377-378 LO: 2 AACSB: 3 BT: Knowledge Difficulty: Easy
43. According to Job Characteristics Theory, workers will be more motivated and perform better when they experience their work as meaningful, feel responsible for results, and know how well they are doing. Answer: True Page: 386 Figure 12.8 LO: 4 Difficulty: Moderate AACSB: 3 BT: Comprehension Rationale: The job characteristics model suggests that three critical psychological states (meaningfulness of work, responsibility for work outcomes, knowledge of actual results of the work) of an employee affect work outcomes the employees motivation, performance, and satisfaction. 57. Pay for knowledge ties employee pay to how long they have worked for the employer. Answer: False Page: 394 AACSB: 3 LO: 6 BT: Knowledge Difficulty: Easy
73. McClelland's need for achievement corresponds most closely to A) Herzberg's hygiene factors. B) Maslow's esteem needs. C) Maslow's self-actualization needs. D) extrinsic rewards. E) Alderfers relatedness needs. Answer: C Page: 375 LO: 2 Difficulty: Hard AACSB: 3 BT: Application Rationale: McClellands need for achievement refers to the desire to excel, to do something better or more efficiently, to solve problems, to achieve excellence in challenging tasks. Maslows self-actualization needs refer to the need for selffulfillmentthe need to develop ones fullest potential, to become the best one is capable of being. 74. According to Herzberg, which of the following is an example of a motivating factor? A) the work itself
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B) C) D) E)
working conditions company policy supervisors security Page: 377;Figure 12.4 AACSB: 3 BT: Knowledge LO: 2 Difficulty: Easy
Answer: A
75. According to Herzberg, which of the following is an example of a hygiene factor? A) the work itself B) supervisors C) recognition D) responsibility E) advancement and growth Answer: B Page: 377;Figure 12.4 AACSB: 3 BT: Knowledge LO: 2 Difficulty: Easy
77. Which theory has no classification for lower-level needs? A) McCellands Acquired Needs Theory B) Maslows Hierarchy of Needs C) Herzbergs Two-Factor Theory D) All of these theories have a classification for lower-level needs. Answer: A Page: 378 AACSB: 3 LO: 2 Difficulty: Moderate BT: Comprehension
78. Which of the following is a higher-level need based on the four content theory perspectives? A) self-actualization B) physiological C) safety D) existence E) hygiene Answer: A Page: 378 AACSB: 3 LO: 2 Difficulty: Moderate BT: Comprehension
86. Jerry, a worker, goes to Hilary, his boss, and complains that even though he's the best performer in the work unit, he is being paid the least. Hilary should A) tell Jerry That's just the way it is. B) suggest that Jerry quit. C) expect that Jerry's performance will decline. D) start documenting Jerry's complaints for future disciplinary action. E) expect that Jerrys performance will improve.
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Answer: C
Page: 381 AACSB: 3
LO: 3 BT: Application
Difficulty: Hard
87. The theory that suggests that people are motivated by how much they want something and how likely they think they are to get it is called A) goal-setting theory. B) expectancy theory. C) reinforcement theory. D) equity theory. E) two-factor theory. Answer: B Page: 381 AACSB: 3 LO: 3 BT: Knowledge Difficulty: Easy
94. Which of the following is necessary in goal setting? A) allowing employees to set vague goals B) setting target dates for goals C) setting easily attainable goals D) setting stretch goals just outside of the employees reach E) random reinforcement Answer: B Page: 384 LO: 3 Difficulty: Moderate AACSB: 3 BT: Comprehension Rationale: Goals should be SMARTspecific, measurable, attainable, resultsoriented, and have target dates. 96. The process of reducing the number of tasks a worker performs is called A) job enlargement. B) job design. C) job simplification. D) job rotation. E) job enrichment. Answer: C Page: 385 AACSB: 3 LO: 4 BT: Knowledge Difficulty: Easy
99. Research suggests that job enlargement affects job performance in which way? A) Job enlargement has a strong positive effect on job performance B) Job enlargement has a strong negative effect on job performance C) Job enlargement has a weak positive effect on job performance D) Job enlargement has a weak negative effect on job performance E) Job enlargement does not have a significant, lasting effect on job performance Answer: E Page: 385-386 LO: 4 Difficulty: Moderate AACSB: 3 BT: Comprehension
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Rationale: Research suggests job enlargement by itself wont have a significant and lasting positive effect on job performance. 102. According to the job characteristics model, skill variety, task identity, and task significance combine to affect A) knowledge of results. B) meaningfulness of work. C) responsibility for results. D) autonomy. E) feedback. Answer: B Medium Page: 386;Figure 12.8 LO: 4 AACSB: 3 BT: Comprehension Difficulty:
109. As a result of a successful project you led, your manager offers you a promotion; she is using A) positive reinforcement. B) negative reinforcement. C) extinction. D) intrinsic motivation. E) valence. Answer: A Page: 389 LO: 5 Difficulty: Hard AACSB: 3 BT: Application Rationale: Positive reinforcement is the use of positive consequences to encourage desirable behavior. 118. When using punishment, a manager should A) ignore undesirable behaviors. B) save reprimands until the end of the workday. C) combine punishment with negative reinforcement. D) make sure that other employees see you punishing the offender. E) clearly communicate the undesired behavior. Answer: E Page: 391 LO: 5 Difficulty: Moderate AACSB: 3 BT: Comprehension Rationale: Whether using positive reinforcement or punishment a manager should be clear about what behavior is appropriate. 128. Explain the difference between motivating factors and hygiene factors in Herzberg's theory of motivation. Give examples of each, preferably from your own experience. How should a manager use this distinction in trying to motivate employees? Page: 377; Figure 12.4 LO: 2 Difficulty: Hard Application AACSB: 3 BT:
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Answer: Hygiene factors, when lacking, can cause dissatisfaction, while motivating factors, when present, cause satisfaction. Examples of hygiene factors are job context variables such as working conditions, supervision, and pay. Examples of motivational factors are job content variables such as the work itself, achievement, and responsibility. Managers should first act to eliminate dissatisfaction by making sure the hygiene factors are reasonable, and then attempt to spur motivation by attending to job content issues. The student should provide examples of each from his or her own experience. 134. Define and explain the four types of reinforcement, including their effect on behavior. Give examples of each from your own life. Page: 389-390 LO: 5 Application Difficulty: Hard AACSB: 3 BT:
Answer: The four types are: Positive reinforcement use of positive consequences to encourage desirable behavior; increases the probability of future desired behavior. Negative reinforcement removal of unpleasant consequences following a desired behavior; increases the probability of future desired behavior. Extinction withholding or withdrawal of positive rewards for desirable behavior; decreases the probability of that behavior. Punishment application of negative consequences to stop or change undesirable behavior. The student should then give examples of each from his or her own life. Chapter 13 8. A group is a small group of people with complementary skills who are committed to a common purpose, performance goals, and approach for which they hold themselves mutually accountable. Answer: False Page: 407 AACSB: 3 LO: 1 BT: Knowledge Difficulty: Easy
20. When creating self-managed teams, both technical and organizational redesign are not a necessity. Answer: False Page: 410 AACSB: 3 LO: 1 Difficulty: Moderate BT: Comprehension
33
Rationale: Self-managed teams may require special technology and structural redesign of the organization must take place because self-managed teams are an integral part of the organization. 28. Two types of changes are reactive and overactive. Answer: False Page: 413 LO: 3 Difficulty: Moderate AACSB: 3 BT: Comprehension Rationale: Two types of change are reactive and proactive. Forces for change may consist of forces outside the organization or inside the organization. 41. A maintenance role consists of behavior that fosters constructive relationships among team members. Answer: True Page: 416 AACSB: 3 LO: 3 BT: Knowledge Difficulty: Easy
46. One of the traits of groupthink is the development of better ideas. Answer: False Page: 419 LO: 3 Difficulty: Moderate AACSB: 3 BT: Comprehension Rationale: Groupthink is a cohesive groups blind unwillingness to consider alternatives. There may be self-censorshipthe opposite of collective wisdom. Members of highly cohesive groups victimized by groupthink make the poorest decisions 64. Which of the following is the best way to manage virtual teams? A) When beginning with a virtual team, set the final deadline and reprimand any virtual team members who dont make the deadline. B) Because you dont have face-to-face contact, it is best to relay instructions via phone. C) Require each team member to keep their own personal record of the work thats been done as a team. D) Because someone on a global team is likely working around the clock, its acceptable to call any team member at any time on a work issue. E) Meet in person regularly. Answer: E Page: 405 LO: 1 Difficulty: Hard AACSB: 3 BT: Application Rationale: Of the choices given, the best way to manage virtual teams is to meet in person regularly. Human contact still matters! 69. Teamwork A) improves quality and decreases productivity. B) improves workplace cohesiveness and reduces speed. C) improves speed and decreases costs.
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D) E)
increases costs and improves cohesiveness. increases internal competition and increases speed. Page: 407;Figure 13.1 AACSB: 3 BT: Knowledge LO: 1 Difficulty: Easy
Answer: C
70. Two or more freely interacting individuals who share collective norms, share collective goals, and have a common identity are called a A) group. B) collaborative unit. C) unit. D) self-managing work team. E) quality circle. Answer: A Page: 407 AACSB: 3 LO: 1 BT: Knowledge Difficulty: Easy
72. At one GE factory, teamwork resulted in a workforce that manufactured 20% more product using the same amount of raw materials than comparable GE workforces elsewhere. This is an example of A) increased speed B) reduced costs C) increased productivity D) improved workplace cohesiveness E) improved quality Answer: C Page: 407; Table 13.1 LO: 1 Difficulty: Hard AACSB: 3 BT: Application Rationale: Manufacturing more when using the same amount of raw materials means the team was more productive. 82. Which of the following is a characteristic of a quality circle? A) advice team B) assigned membership C) emerged from self-managed teams D) high empowerment E) part of each organizational group Answer: A Page: 410 LO: 1 Difficulty: Moderate AACSB: 3 BT: Comprehension Rationale: Quality circles are advice teams that consist of small groups of volunteers or workers and supervisors who meet intermittently to discuss workplace- and quality-related problems. Self-managed teams have emerged out of quality circles. 87. When using a self-managed team, a manager should
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A) B) C) D) E)
create the team within the existing structure. create lucrative individual bonuses. allow members to hire their own co-workers. provide training for supervisors and team members. provide elaborate retreats for team discussions.
Answer: C
Page: 410 LO: 1 Difficulty: Moderate AACSB: 3 BT: Comprehension Rationale: Self-managed teams are defined as groups of workers who are given administrative oversight for their task domains and may hire their own coworkers. 114. Nordstroms department store chain emphasizes the great lengths to which it goes in customer service. Which of the following reasons to enforce norms is an example of this? A) to clarify role expectations B) to help the group survive C) to emphasize the groups important values D) to create cohesiveness E) to help individuals avoid embarrassing situations Answer: C Page: 417 LO: 3 Difficulty: Moderate AACSB: 3 BT: Comprehension Rationale: Norms are enforced to emphasize the group, team, or organizations central values, such as Nordstroms great customer service. 117. To prevent groupthink, a manager should A) reinforce how good the group is. B) never admit errors to outsiders. C) bring outsiders into the group regularly. D) encourage everyone to get with the team. E) express high confidence in the group's decisions. Answer: C Page: 420 LO: 3 Difficulty: Moderate AACSB: 3 BT: Comprehension Rationale: To prevent groupthink a manager can allow other perspectives. 122. Sheila works closely with Wayne on many projects, and they are often in conflict. Sheila starts new projects by creating careful plans and beginning immediately. Wayne believes in being open-minded to new ideas, and works frantically at the last minute. Their team conflict most likely stems from A) time pressure. B) communication failure. C) ambiguous jurisdictions. D) personality clashes. E) inconsistent goals.
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Answer: D
Page: 424 LO: 4 Difficulty: Hard AACSB: 3 BT: Application Rationale: Personality, values, attitudes, and experience can be so disparate that sometimes the only way to resolve individual differencespersonality clashes is to separate two people. Sheila and Wayne have two entirely different attitudes toward meeting deadlines. 132. Why does teamwork matter? What results can it achieve? Page: 407; Table 13.1 LO: 1 Difficulty: Moderate AACSB: 3 BT: Comprehension Answer: Teamwork matters because it can support the organization's mission and strategy by enhancing performance in several ways: Increased productivity Increased speed Decreased costs Improved quality Reduced destructive conflict and competition Improved workplace cohesiveness Chapter 14 18. Hersey & Blanchards situational leadership model is an example of the full-range approach. Answer: False Page: 441 AACSB: 3 LO: 1 BT: Knowledge Difficulty: Easy
19. The Michigan model and Ohio State leadership models are examples of behavioral approaches. Answer: True Page: 441 AACSB: 3 LO: 1 BT: Knowledge Difficulty: Easy
20. Houses path-goal revised leadership model is a trait approach. Answer: False Page: 441 AACSB: 3 LO: 1 BT: Knowledge Difficulty: Easy
30. The most important component of situational control is a focus on task structure. Answer: False Page: 448 AACSB: 3 LO: 4 Difficulty: Moderate BT: Comprehension
37
Rationale: There are three dimensions of situational control: leader-member relations, task structure, and position power. Leader-member relations is the most important component of situational control. 56. Of the following, which is the best way for leaders to cope with change? A) setting a direction B) virtual planning C) outsourcing D) lobby the government E) watch current trends Answer: A Page: 437 LO: 1 Difficulty: Medium AACSB: 3 BT: Comprehension Rationale: Leadership copes with change in three ways: setting a direction, aligning people, and motivating and inspiring. 60. Alejandro compliments his subordinate Joe on the great job he did on the weekly report, and also informs his own boss about Joes great work. Alejandro is using __________ power. A) legitimate B) referent C) reward D) punishment E) expert Answer: C Page: 438 LO: 1 Difficulty: Hard AACSB: 3 BT: Application Rationale: Reward power is power that results from managers authority to reward their subordinates. 65. The three least used influence tactics, according to a recent survey of employees, are A) inspirational appeals, rational persuasion, and consultation. B) rational persuasion, pressure, and exchange. C) rational persuasion, coalition tactics, and upward appeals. D) coalition, pressure, and legitimating. E) inspirational appeals, coalition tactics, and pressure. Answer: D Page: 440 AACSB: 3 LO: 1 BT: Knowledge Difficulty: Easy
77. Which of the following is a behavioral leadership approach? A) Kouzes & Posners model B) path-goal leadership model C) Hersey & Blanchards leadership model D) Ohio State leadership model
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E)
Leader-member exchange model Page: 446-447 LO: 3 AACSB: 3 BT: Knowledge Difficulty: Easy
Answer: D
91. Ronaldo is part of a task force consisting of his peers from other departments in the organization. Ronaldo has A) high leader-member relations. B) high task structure. C) high position power. D) low leader-member relations. E) low position power. Answer: E Page: 448 LO: 4 Difficulty: Hard AACSB: 3 BT: Application Rationale: Ronaldo has low position power because he does not have power to make work assignments or to reward or punish people on the task force. 94. George is leader of a task force that has been charged with restructuring the orderprocessing system in the organization. The task force is composed of his peers from other departments in the organization. Most of them worked together before in a previous taskforce that was disbanded because of high levels of conflict in the group. According to Fiedler's model, an effective leader in this situation would have a ___________ style. A) task-oriented B) relationship-oriented C) participatory D) delegating E) charismatic Answer: A Page: 448 LO: 4 Difficulty: Hard AACSB: 3 BT: Application Rationale: The situational control is very low, and Fiedler's model suggests a task-oriented style will be more effective. 101. Ahmad supervises employees who work on problems that the organization has never faced before, and for which there are no defined procedures. Ahmad follows the House model of leadership. Ahmad should use a _________ style. A) participative B) path-goal clarifying C) supportive D) achievement-oriented E) relationship-oriented Answer: B Page: 451 AACSB: 3 LO: 4 BT: Application Difficulty: Hard
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Rationale: Path-goal clarifying behaviors help clarify performance goals and provide guidance on how employees can complete tasks. 102. Indira supervises the customer service unit for XYZ Inc. This work unit receives stress-producing calls from unhappy customers, and is frustrated by the failure of many of their peers in other departments to help resolve problems. Turnover is high in the unit, though those in the unit are about equal. Indira should adopt a ________ style to make the workplace as pleasant as possible under these circumstances. A) participative B) directive C) supportive D) achievement-oriented E) value-based Answer: C Page: 451 LO: 4 Difficulty: Hard AACSB: 3 BT: Application Rationale: Employees working on dissatisfying, stressful or frustrating tasks are best managed with the supportive style. The supportive style suggests I want things to be pleasant, since everyones about equal here. 106. As follower readiness increases, leaders should move from _______ to _______ to ________ to _______ style. A) telling, participating, selling, delegating B) telling, selling, delegating, participating C) telling, selling, participating, delegating D) selling, telling, delegating, participating E) selling, telling, participating, delegating Answer: C Page: 453;Figure 14.2 AACSB: 3 BT: Knowledge LO: 4 Difficulty: Easy
108. Jason, a manager, has one subordinate, Teresa, who is both unable and unwilling to complete a new task. He has another subordinate, Jean, who is unable but willing to complete a new task. Jason should use a __________ style with Teresa, and a __________ style with Jean. A) telling; selling B) selling; telling C) participating; selling D) selling; participating E) Jason should use the delegating style with both subordinates. Answer: A Page: 453 LO: 4 Difficulty: Hard AACSB: 3 BT: Application Rationale: Teresa is R1, hence would be best managed with telling; Jean is R2, hence would be best managed with selling.
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110. Which of the following is a characteristic of transformational leaders? A) They are better in stable situations. B) They are inspirational. C) They clarify employees roles. D) They set goals and monitor progress toward their achievement. E) They provide rewards in exchange for subordinates; doing the work. Answer: B Chapter 15 18. Semantic barriers include unclear use of words and jargon. Answer: True Page: 475 AACSB: 3 LO: 2 BT: Knowledge Difficulty: Easy Page: 456 AACSB: 3 LO: 5 BT: Knowledge Difficulty: Easy
19. When the recipient of a message doesn't understand it, a decoding barrier has occurred. Answer: True Page: 475; Table 15.1 AACSB: 3 BT: Knowledge LO: 2 Difficulty: Easy
32. One of the skills that will lead to better communication is to speak very quickly. Answer: False Page: 480; Table 15.2 AACSB: 3 BT: Knowledge LO: 2 Difficulty: Easy
33. Women tend to be more indirect than men when it comes to admitting fault. Answer: False Page: 480; Table 15.3 AACSB: 3 BT: Knowledge LO: 2 Difficulty: Easy
36. The grapevine is an example of a formal communication channel. Answer: False Page: 482 LO: 3 Difficulty: Moderate AACSB: 3 BT: Comprehension Rationale: Formal communication channels follow the chain of command and are recognized as official. The grapevine is the unofficial communication system of the informal organization, a network of gossip and rumor. 61. Communication is A) the transfer of information and understanding from one person to another. B) a process involving only the sender, message, and receiver C) a process involving only encoding and decoding D) completed with listening.
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E)
interpreting the message. Page: 471 AACSB: 3 LO: 1 BT: Knowledge Difficulty: Easy
Answer: A
76. Salvador speaks English as a second language, and sometimes has difficulty coming up with the exact word to express an idea. Salvador is facing a(n) __________ barrier. A) encoding B) decoding C) medium D) feedback E) receiver Answer: A Page: 475; Table 15.1 LO: 2 Difficulty: Hard AACSB: 3 BT: Application Rationale: An encoding barrier is when the message is not expressed correctly. If English is not your first language, then you may have difficulty expressing exactly what you mean to say. 77. Jason tells Giorgio his cell phone number, and Giorgio nods. Jason then asks Giorgio to repeat back to him the phone number he just gave him. Jason is trying to avoid a(n) __________ barrier. A) encoding B) decoding C) medium D) feedback E) receiver Answer: D Page: 475; Table 15.1 LO: 2 Difficulty: Hard AACSB: 3 BT: Application Rationale: A feedback barrier is when the recipient doesnt respond enough. Jason wants Giorgio to repeat the number to be sure he heard it correctly. 78. Greg was thinking about how he just did on his economics test when his management professor talked about tomorrow's management quiz. This is an example of a(n) __________ barrier. A) encoding B) decoding C) medium D) feedback E) receiver Answer: E Page: 475; Table 15.1 AACSB: 3 BT: Application LO: 2 Difficulty: Hard
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Rationale: Because Greg was thinking about economics, he was not listening to the management professor. This is an example of a receiver barrier when no message gets received. 79. Professor Woops requires papers from his management class to be submitted by email. Over the weekend, his computer crashes and his emails are lost. This has created a(n) __________ barrier. A) encoding B) decoding C) medium D) feedback E) receiver Answer: C Page: 475; Table 15.1 LO: 2 Difficulty: Hard AACSB: 3 BT: Application Rationale: When the communication channel is blocked, such as when the computer crashed, a medium barrier is present. 87. Which of these actions should a speaker take as a sign that her message is being understood by her listeners in the United States? A) frowning B) crossing arms C) scratching heads D) eye contact E) yawning Answer: D Page: 478; Table 15.2 LO: 2 Difficulty: Hard AACSB: 3 BT: Application Rationale: Maintaining eye contact is a skill that will increase nonverbal communication in the United States. 88. Which of the following is a dont toward better nonverbal communication skills? A) maintain eye contact B) look away from the speaker C) lean toward the speaker D) speak in a quiet, reassuring tone E) smile and show animation Answer: B Page: 480; Table 15.2 AACSB: 3 BT: Knowledge LO: 2 Difficulty: Easy
89. Which of the following is a do toward better nonverbal communication skills? A) close your eyes B) yawn excessively C) speak in an unpleasant voice D) speak at a moderate rate
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E)
turn away from the speaker Difficulty: Easy
Page: 480; Table 15.2 LO: 2 AACSB: 3 BT: Knowledge 90. Compared to women, men tend to A) give more tactful feedback. B) praise more. C) be indirect when they don't know something. D) indicate a lack of certainty about something. E) make apologies. Answer: C Page: 480; Tbale 15.3 AACSB: 3 BT: Knowledge LO: 2
Answer: D
Difficulty: Easy
91. Compared to women, men tend to A) pay more compliments. B) temper criticism with praise. C) ask more questions. D) use more we statements. E) be more blunt. Answer: E Page: 480; Table 15.3 AACSB: 3 BT: Knowledge LO: 2 Difficulty: Easy
93. Communications that follow the chain of command and are considered as official are known as A) vertical. B) horizontal. C) external. D) formal. E) informal. Answer: D Page: 480 AACSB: 3 LO: 3 BT: Knowledge Difficulty: Easy
112. Which of the following statements about blogs is true? A) Blogs are expensive to use. B) Blogs are used to obtain feedback by organizational leaders. C) There are organizational guidelines about what can be posted online. D) Legal guidelines have been developed for organizational blogs. E) All of the above statements are true. Answer: B Page: 488 LO: 4 Difficulty: Moderate AACSB: 3 BT: Comprehension Rationale: Blogs can be used to obtain feedback on matters of importance by organizational leaders such as Paul Otellini, CEO of Intel.
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Chapter 16 12. Control systems can reduce labor costs but cannot decrease waste. Answer: True Page: 507 LO: 2 Difficulty: Moderate AACSB: 3 BT: Comprehension Rationale: Control systems can reduce labor costs as well as eliminate waste.. 21. When performance falls significantly short of the standard, managers should take quick action to resolve the problem, without worrying about the reasons for the shortfall. Answer: False Page: 510 LO: 2 Difficulty: Moderate AACSB: 3 BT: Comprehension Rationale: When performance falls significantly short of the standard, managers should carefully examine the reasons why and take the appropriate action. 22. Managers often use the balanced scorecard, which provides four indicators for progress, to measure performance. Answer: True Page: 511 AACSB: 3 LO: 3 BT: Knowledge Difficulty: Easy
28. You simply cant manage anything you cant measure. Answer: True Page: 513-515 LO: 3 Difficulty: Moderate AACSB: 3 BT: Comprehension Rationale: Measurement-managed companies are identified as industry leaders, as being financially in the top third of their industry. Measurement managed companies outperform those that are less disciplined. 36. Most organizations emphasize either bureaucratic or clan control. Answer: False Page: 517 LO: 4 Difficulty: Moderate AACSB: 3 BT: Comprehension Rationale: Organizational control may include bureaucratic and decentralized control. Bureaucratic control works well in organizations in which the tasks are explicit and certain. Decentralized control is found in companies with a relatively flat organization. 81. Which of the following is the most difficult-to-measure stated standard? A) more insurance policies sold this month than last
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B) C) D) E)
no increase in cost of each item produced .5% of products rejected for poor quality lower energy costs compared to same month last year positive corporate culture
Answer: E
Page: 509 LO: 2 Difficulty: Hard AACSB: 3 BT: Application Rationale: A control standard is the desired performance level for a given goal. A goal is measurable, attainable and time definite. Positive corporate culture cannot be measured easily and does not have a deadline. 83. Managers often use ___________, which provides four indicators for progress to measure performance. A) the balanced scorecard B) a strategic map C) measurement management D) a strategic scorecard. E) evidence-based management Answer: A Page: 509 LO: 2 Difficulty: Moderate AACSB: 3 BT: Comprehension Rationale: One technique for establishing standards is to use the balanced scorecard. 86. What must we excel at is the question to be answered by which of the following balanced scorecard perspectives? A) external perspective B) financial perspective C) customer perspective D) internal business perspective E) innovation & learning perspective Answer: D Page: 513 AACSB: 3 LO: 3 BT: Knowledge Difficulty: Easy
95. Which of the following is one of the areas of control for organizations? A) external resources B) decentralized resources C) ethical resources D) cultural resources E) informational resources Answer: E Page: 516 AACSB: 3 LO: 4 BT: Knowledge Difficulty: Easy
107. A budget that projects future sales is called a(n)
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A) B) C) D) E)
expense budget revenue budget cash budget capital expenditures budget cash flow budget Page: 519; Table 16.1 AACSB: 3 BT: Knowledge LO: 5 Difficulty: Easy
Answer: B
121. At Friendly Insurance, claims adjusters are required to take their coffee breaks at specific times. If an adjuster is on the phone with a claimant at the time the break is scheduled, the employee risks losing part of his break time. This is an example of A) overemphasis on one instead of multiple approaches B) overemphasis on paperwork C) overemphasis on means instead of ends D) too much control E) too much flexibility Answer: D Page: 532-533 LO: 7 Difficulty: Hard AACSB: 3 BT: Application Rationale: Some organizations, such as Friendly, try to regulate employee behavior in everything from dress code to timing of coffee breaks. This is an example of exerting too much control. 122. At Friendly Insurance, managers spend significant amounts of time on completing end-of-year reports. As a result, at that time of year, sometimes dealing with important customer issues is postponed. This is an example of A) overemphasis on one instead of multiple approaches. B) overemphasis on paperwork. C) overemphasis on means instead of ends. D) too much control. E) too much flexibility. Answer: B Page: 533 LO: 7 Difficulty: Hard AACSB: 3 BT: Application Rationale: A specific kind of misdirection of effort is management emphasis on getting reports done, to the exclusion of other performance activity. This is an example of an overemphasis on paperwork. 123. At XYZ Company, employees set daily production goals and check the quality of their own products. XYZ has overcome which of the following barriers to success of control systems? A) overemphasis on one instead of multiple approaches B) overemphasis on paperwork C) overemphasis on means instead of ends D) too much control
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E)
too little employee participation
Answer: E
Page: 533 LO: 7 Difficulty: Moderate AACSB: 3 BT: Comprehension Rationale: Involving employees in both the planning and execution of control systems as XYZ did, can bring legitimacy to the process and heighten employee morale. 128. What is control, what is its purpose and why do organizations need it? Page: 506-508 LO: 2 Comprehension Difficulty: Moderate AACSB: 3 BT:
Answer: Control is making something happen the way it was planned to happen. Controlling is defined as monitoring performance, comparing it with goals, and taking corrective action as needed. The purpose of control is to make sure that performance meets objectives. There are six reasons why control is needed: To adapt to change and uncertainty. To discover irregularities and errors. To reduce costs, increase productivity, or add value. To detect opportunities. To deal with complexity. To decentralize decision making and facilitate teamwork. 134. Describe at least three TQM techniques. For each, describe how a company would implement this technique. Page: 527-530 LO: 6 Comprehension Difficulty: Moderate AACSB: 3 BT:
Answer: The techniques described in the text are: Employee involvement: quality circles, self-managed teams, and special-purpose teams. Benchmarking: learning from the best performers Outsourcing: let outsiders handle it ISO 9000: meeting standards of independent auditors Reduced cycle time: increasing the speed of work processes Statistical process control: taking periodic random samples Six Sigma and Lean Six Sigma: data-driven ways to eliminate defects The student should then provide an example of how a company would implement three of these.
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