question

Which type of employee has a unique opportunity to develop excellent conceptual skills by observing how executives handle a variety of situations in many areas of the organization?

answer

executive and administrative assistants

question

Which of the following can provide an alternative to an employer-sponsored management-development program?

answer

membership in a professional organization

question

The U.S. Department of Labor's SCANS report places workplace skills in two categories: competencies and the ________ skills that underlie them.

answer

Foundation

question

Any type of business (small, large, entrepreneurial, or professional), nonprofit entity, or governmental office

answer

organization

question

Skills that relate to how you interact and work with others

answer

soft skills

question

Knowledge, expertise, and ability required to do the job

answer

technical skills

question

Senior leadership team that takes the lead in casting the organization's vision and strategic mission

answer

executives

question

Willingness and ability to get things done effectively and efficiently

answer

work ethic

question

Process of leading and working with people to accomplish organizational goals and objectives using available resources efficiently and effectively

answer

management

question

If a company does not offer formal professional development opportunities, what are three alternatives employees can use?

answer

external professional development programs (such as through business schools or commercial groups), professional organizations, and professional literature

question

Three significant reports identifying skills needed for success in the workplace—SCANS, Partnership for 21st Century Skills, and the AMA Critical Skills Survey—provided instructive insights about the importance of ________ skills.

answer

soft

question

Most people who aspire to careers in management start working in nonmanagerial positions.

answer

true

question

The AMA Critical Skills Survey identified "four Cs" that employees at every level of an organization should have. These skills include critical thinking and problem solving, communication, ________, and creativity/innovation.

answer

collaboration

question

Which of these refers to the ability to view isolated or abstract ideas as they relate to the whole organization?

answer

conceptual skill

question

In the general organizational structure, this level is "flattened," meaning it has fewer people than the two levels below it.

answer

middle management level

question

Which of these is not mentioned in the text as a reason to study management?

answer

It will lead to higher-paying jobs and a successful career.

question

According to the American Management Association (AMA) Critical Skills Survey, which of these best describes the employees who require the four Cs?

answer

employees at every level in the organization

question

Findings of the three significant reports identifying skills needed for success in the workplace—SCANS, Partnership for 21st Century Skills, and the AMA Critical Skills Survey—were very consistent.

answer

true

question

Think of professional development as an investment in ________.

answer

yourself

question

At which level or levels in an organization are employees required to have soft skills?

answer

every level

question

The SCANS competency skills that relate to working on teams, teaching others, serving customers, leading, negotiating, and working well with people from culturally diverse backgrounds are called ________ skills.

answer

interpersonal

question

Which of these typically is not a way to develop technical skills?

answer

executive mentoring program

question

What are the three broad categories of skills that represent the common core of knowledge and skills that managers should have?

answer

technical skills, soft skills, and conceptual skills

question

The conceptual knowledge and skills executive and administrative assistants gain are rarely transferable to other departments and organizations.

answer

false

question

In ________ businesses, executive and administrative assistants frequently assume responsibilities often considered senior management responsibilities.

answer

small

question

What is consider technical skills?

answer

computer/software skill

question

soft skills?

answer

are skills you develop - communication, critical thinking, emotional intelligence

question

The Partnership for 21st Century Skills identified five workplace competencies, including productive use of resources, interpersonal skills, information, systems, and technology.

answer

false

question

Which group—consisting of members from education groups, professional organizations, publishers, Fortune 500 corporations, and other public and private organizations—published in 2009 a framework defining skills needed for success in the workforce?

answer

Partnership for 21st Century Skills

question

The larger the organization, the more likely it is to hire employees who have general knowledge and skills for a particular department or area.

answer

false

question

What are the two groups into which employees who want to become managers fit?

answer

Those who aspire to managerial careers directly from an educational institution and those who are employed innonmanagerial positions and seek to move into management.

question

Membership in a professional organization may be a resource for management development or leadership programs, best practices and other industry information, and networking opportunities.

answer

true

question

Some people question the usefulness of Frederick Taylor's principles of scientific management in today's service-dominated economy. For which economic settings were Taylor's principles originally intended?

answer

Industrial and factory settings

question

Which of these theories assumes leaders can change and adapt their leadership style?

answer

path-goal theory

question

What is the term for broad standards, policies, procedures, and guides used by the most successful organizations that focus on role model behavior for specific areas or industries?

answer

best practices

question

Which of these systems involves feedback?

answer

open systems

question

Bureaucratic elements of organizations always lead to inefficiency, waste, and red tape.

answer

false

question

The key to ________ is to stay well informed about the policies, practices, and standards of successful companies in your field.

answer

continuous improvement

question

Because entrepreneurial ventures typically are less complex than larger corporations, they do not require a formal organizational structure.

answer

false

question

bureaucratic management

answer

Max Weber

question

administrative management

answer

Henri Fayol

question

behavioral management

answer

Elton Mayo

question

scientific management

answer

Fredrick Taylor

question

contingency theory

answer

Fred Fiedler

question

motion study

answer

Frank and Lillian Gilbreth

question

Scientific management theories focus on performing work efficiently, whereas ________ theory establishes a hierarchy to ensure employees have the skills and knowledge to do the job.

answer

bureaucratic management

question

Large organizations strive to benefit from economies of scale, but if they also try to maintain a small company style and corporate culture, they may also benefit from creativity and flexibility.

answer

true

question

What is the term for the visual tool that describes hierarchy and specialization within an organization?

answer

organization chart

question

Leading is ensuring that performance meets the goals of the organization and involves setting standards to achieve goals.

answer

false

question

Horizontal specialization establishes the chain of command, or who reports to whom, in an organization.

answer

false

question

Name the four elements in an open system.

answer

input, feedback, process, output

question

________ is the increased effectiveness that results from combined action or cooperation.

answer

Synergy

question

In his Hawthorne Studies, Elton Mayo found that workers became more ________ when they received more attention, worked as a group, and were made to feel their contributions were important.

answer

productive

question

Name the four management functions.

answer

Planning, organizing, leading and controlling

question

A company can achieve continuous improvement by focusing on industry best practices.

answer

true

question

Which of these is not one of the four management functions discussed in the text?

answer

participating

question

What is the term for systems that are self-sufficient and do not rely on feedback?

answer

closed systems

question

Which contemporary management theory focuses on managing all parts of a system to ensure that they are working together and that synergies occur?

answer

systems management theory

question

Which of these focuses on managers having the ability to lead and using effective management practices in accomplishing the goals of the organization?

answer

administrative management

question

The ________ suggests leaders can improve employee satisfaction and performance by clarifying how workers can achieve organizational goals, clearing the path to the goals, and adding rewards to motivate workers.

answer

path-goal theory

question

Scientific management theories focus on performing work efficiently, whereas ________ theory establishes a hierarchy to ensure employees have the skills and knowledge to do the job.

answer

bureaucratic management

question

Leading is ensuring that performance meets the goals of the organization and involves setting standards to achieve goals.

answer

false

question

Horizontal specialization establishes the chain of command, or who reports to whom, in an organization

answer

false

question

Which of these was not a focus of the motion studies performed by industrial engineers Frank and Lillian Gilbreth?

answer

divide and define job tasks

question

Because entrepreneurial ventures typically are less complex than larger corporations, they do not require a formal organizational structure

answer

false

question

________ is the process of creating the structure of an organization.

answer

organizing

question

Functions of Management

answer

Planning, Organizing, Leading, Controlling

question

Planning

answer

mission/goals

question

Organizing

answer

organizational charts/vertical charts

question

Leading

answer

motivating, inspiring

question

Controlling

answer

performance, meeting goals

question

Fredrick Taylor

answer

father of scientific management

question

Max Weber

answer

bureaucratic management

question

Organized control on the basis of knowledge, expertise, or experience

answer

max weber

question

Sum of the parts is greater then the sum of the whole

answer

synergy

question

Six Sigma Quality

answer

measurement of quality

question

Supervisor role

answer

trainer, planner, scheduler, motivator, coach, controller, leader, recruiter

question

emotional intelligence

answer

managing feelings so that they are expressed appropriately and effectively, enabling people to work together smoothly toward their common goals

question

Essential skills for supervisors

answer

communication, entrepreneurial thinking, decision making, technical skills, team building and leadership, delegation, political skills

question

emotional intelligence

answer

Self-Awareness, Emotional self control, understanding others, social skills

question

Evaluates goals, objectives, and future needs to prepare plans that provide the necessary resources and action items to achieve success

answer

planner

question

Sets the tone for the organization, creates vision, and inspires others to achieve

answer

leader

question

Guides employees with instruction, feedback, and encouragement.

answer

coach

question

Teaches employees and coworkers new information and skills

answer

trainer

question

Assists in identifying potential job candidates, screening applications, interviewing, and hiring new employees

answer

recruiter

question

Prepares the schedule to ensure proper staffing and resources are available to meet production or customer needs

answer

scheduler

question

The supervisor who never loses his or her cool and is known for the ability to calm a heated exchange or achieve a consensus among sharply divided parties is using this skill.

answer

emotional intelligence

question

Which of these is not something supervisors need to do in order to be an effective communicator?

answer

have a pleasant speaking voice

question

In which role do supervisors inspire their employees to perform at their best and achieve a common goal?

answer

motivator

question

Which of these does John Kotter not cite as an obstacle that typically keeps change from succeeding?

answer

self-awareness

question

Which of these is not related to the trend toward globalization of business?

answer

diverse workforce

question

It is always more efficient to read email as soon as it arrives rather than at set internals.

answer

false

question

As a planner, a supervisor prepares the schedule to ensure proper staffing and resources are available to meet production or customer needs.

answer

false

question

Supervisors generally are not involved in implementing major changes within an organization, such as implementing a new company vision.

answer

false

question

Only large corporations are affected by the trend towards globalization.

answer

false

question

In which role do supervisors measure quality and performance?

answer

controller

question

Supervisors who have good political skills know how to get things done through support, cooperation, and effort from others.

answer

true

question

It is always more efficient to read email as soon as it arrives rather than at set internals.

answer

false

question

According to researchers, transformational leadership is better suited to a competitive organization, whereas servant leadership is better suited to a public, religious, educational, or nonprofit organization.

answer

true

question

There is no such thing as the ideal leadership style.

answer

true

question

In order to be a great leader, you must possess all the leadership qualities mentioned in the text.

answer

false

question

Servant leadership differs from transformational leadership in that servant leadership focuses on leaders who inspire employees to achieve a shared vision.

answer

false

question

Essential qualities for building credibility and trust

answer

honesty and integrity

question

Believing in yourself and controlling your emotions

answer

self-confidence

question

A broad term that includes achievement, motivation, ambition, energy, tenacity, and initiative

answer

drive

question

Good judgment and strong analytical abilities

answer

cognitive ability

question

A high level of knowledge that also encompasses the industry and technical matters

answer

knowledge of the business

question

The desire to lead but not to seek power for its own sake

answer

leadership motivation

question

Which of these is not a characteristic of transformational leaders, according to the research of Bass and Burns?

answer

Discourages employees from using their own intellectual abilities to solve problems

question

Which of these situational leadership theories is based on directing, coaching, supporting, and delegating?

answer

Blanchard & Hersey's situational leadership model

question

In which management style on the Blake/Mouton leadership grid is work accomplished from committed people, and interdependence through a common stake in organizational purpose that leads to relationships of trust and respect?

answer

Team Management (9,9)

question

According to path-goal leadership theory, with which leadership style do managers treat employees as equals in a friendly manner while striving to improve their well-being?

answer

supportive

question

Which classic style of leadership behavior permits self-starters to do what they think is appropriate without interference or direction from their leader?

answer

laissez-faire

question

leadership

answer

inspiring, influencing, directing, guiding

question

six leadership traits

answer

drive, leadership motivation, honesty and integrity, self-confidence, cognitive ability, knowledge of the business

question

Authoritarian leader

answer

retains all authority and responsibility

question

democratic leaders

answer

delegate a great deal, but still has a the responsibility

question

1,9

answer

Country Club Management

question

Country Club Management

answer

thoughtful attention to needs of people for satisfying relationships leads to a comfortable, friendly organizational atmosphere and work tempo

question

1,1

answer

Impoverished Management

question

Impoverished Management

answer

Exertion of minimum effort to get required work done is appropriate to sustain organization membership

question

5,5

answer

Middle-of-the-road-management

question

Middle-of-the-road-management

answer

Adequate organization performance is possible through balancing the need to get work done with maintaining morale of people at a satisfactory level

question

9,9

answer

Team Management

question

Team Management

answer

work accomplished is from committed people, interdependence through common stake in organizational purpose leads to relationships of trust and respect

question

9,1

answer

Authority-Compliance

question

Authority-Compliance

answer

Efficiency in operations results from arranging conditions of work in such a way that human elements interfere to a minimum degree

question

situational leadership

answer

occurs when the leaders style matches the situation

question

Blanchard and Hersey's situational leadership model

answer

based on four different styles... directing, coaching, supporting, delegating

question

Fiedlers contingency theory

answer

is based on the notion that a leaders performance depends on the likelihood that he or she can successfully accomplish the job and the leaders basic motivation

question

McClelland ________ Theory

answer

Path-goal

question

Motivation is essential for successful supervision in the path-goal theory?

answer

true

question

Path-goals 4 styles....

answer

directive leadership, supportive leadership, participative leadership, achievement-oriented leadership

question

transformational leadership

answer

better suited for competitive business

question

they... influence in a positive way, motivate and inspire, encourage intellectual abilities, and coach and develop

answer

transformational leadership

question

servant leadership

answer

better suited for non-profit, public, religious, and educational groups.

question

they focus on employees and meeting their needs first rather than the organizations needs

answer

servant leadership

question

what is the ideal leadership?

answer

It Depends

question

A lack of delegation can stifle initiative among employees and can also negatively affect managers, as they may become overwhelmed with details.

answer

true

question

Organizations use teamwork extensively because they believe employees are happier with their jobs when working in teams.

answer

false

question

The storming stage of team development occurs as individuals begin work and start to question and argue about their roles and any unclear issues or assignments.

answer

true

question

The success of a team depends on its leader.

answer

false

question

Which of these will not lead to motivating team members?

answer

Begin each meeting by critiquing everything team members have done incorrectly since the last meeting.

question

Which type of team is typically used in conjunction with web conferencing, email, text messages, and conference calls?

answer

virtual teams

question

In which stage of team development does the team work together effectively to accomplish the task?

answer

performing

question

Which of these is not characteristic of an empowered corporate culture?

answer

managers have more responsibilities

question

Which of these is not one of the eight approaches that Katzenbach and Smith propose for building team performance?

answer

Set and focus on long-term performance-oriented tasks and goals only.

question

Consists of employees who use electronic technology for their primary interactions

answer

virtual team

question

Two or more employees who work together to complete a task or achieve a common goal

answer

work group

question

Works on a specific project until it is completed

answer

project team

question

Consists of employees from different functional areas of the organization who are focused on a specific objective

answer

cross-functional team

question

A team that consistently outperforms competent individuals in the organization

answer

high-performance team

question

Small group of people with complementary skills committed to a common purpose and specific performance goals

answer

team

question

Which of these is not a requirement of credibility?

answer

communication

question

Many people use the terms empowerment and delegation interchangeably, but empowerment is more broadly focused on a philosophy whereas delegation involves sharing direct authority and responsibility for specific work with an employee.

answer

true

question

characteristics of a high performance team

answer

shaping a common purpose, agree on goals, define workplace approach, develop high complementary skills, hold each accountable

question

to build team performance

answer

establish urgency and clear direction, , pay attention to first meeting, clear rule behaviors, set and focus on a FEW task and goals, challenge them, spend time together, positive feedback, recognition, and rewards

question

work group

answer

consist of 2 or more employees working together to complete a task or achieve a common goal.

question

Tuckman

answer

developed a 5 stage model of team development

question

team development

answer

forming, storming, norming, performing, adjourning

question

forming

answer

people begin to work together as a group. eager to learn about each other

question

storming

answer

people begin to start to question and argue about their roles and any unclear issues

question

norming

answer

when roles and conflicts are settled. accept one another and come together as a group

question

performing

answer

team works together effectively to accomplish a task. group becomes high performance

question

adjourning

answer

work is complete and group begins to dissolve.

question

cross-functional team

answer

consists of employees from different functional areas of the organization who are focused on a specific objective

question

virtual team

answer

use electronics to communicate

question

project team

answer

work on specific project until it is completed.

question

developing an effective team

answer

set up team properly, build trust and credibility, value diversity, leverage individual strengths

question

establish a good team climate

answer

setting the tone

question

set a good example

answer

leader serves as a role model

question

promote a healthy approach to controversy and conflict

answer

encourage the expression of differing opinions

question

be honest

answer

always be honest with your team

question

be competent

answer

if people think that you do not know what you are doing, they will not trust you

question

follow through on promises

answer

plan to deliver a day or two early

question

foster frequent, open, and honest communication

answer

this is one of the best ways to build and reinforce trust

question

credibility

answer

being believable and worthy of trust

question

empowerment

answer

when employees are adequately trained, provided with all relevant information, and the best possible tools, and fully involved with key decisions and fairly rewarded for results.

question

why empower team members

answer

serve customers quickly, frees manager

question

WIIFM

answer

what's in it for me

question

delegation

answer

is the process of assigning duties and responsibilities to another person, giving them power to make a decision to complete a task

question

is the sharing of authority, not the abdication of responsibility

answer

delegation

question

Which of these is not a benefit of employee participation in goal setting?

answer

managers and executives do not have to spend as much time on goal setting

question

Which of these would be handled by a contingency plan?

answer

a situation that does not turn out as expected

question

Which of these would be considered a stakeholder in a company?

answer

owners, employees, clients, customers, investors, partners, vendors, suppliers, and communities

question

Which type of plan prepares for things that are likely to happen and is designed to take care of problems that may occur but are not likely to be a disaster to the organization?

answer

contingency plan

question

Which of these states the core purpose of an organization that defines its objectives and focus?

answer

a mission

question

Process of determining the mission and goals of an organization and specifying what it will take to achieve the goals

answer

planning

question

Future direction of the organization; what it wants to become

answer

vision

question

Systematic method of allocating financial, physical, and human resources to achieve strategic goals

answer

budget

question

Anyone who has a vested interest in the success of an organization

answer

stakeholder

question

Core beliefs of the organization and the principles that guide behavior

answer

values

question

Specific commitment to achieve a measurable result within a given time frame

answer

goal

question

Written goals command more attention, but they are also more subject to different interpretations and are not as readily accepted as goals presented orally.

answer

false

question

The terms goals and objectives are interchangeable

answer

false

question

Goals function as targets, focusing the activities of managers across the organization

answer

true

question

Organizations usually publish their values on their website to emphasize to current and potential stakeholders that they plan to meet and exceed their expectations for ethical conduct.

answer

true

question

Successful organizations view planning as a one-time event rather than an ongoing process.

answer

false

question

The planning function gets everyone headed in the right direction, and controlling keeps things on track.

answer

true

question

stakeholder

answer

is anyone who has a vested interest in the success of an organization

question

vision

answer

refers to the future direction of the organization

question

mission

answer

is a formal statement of the core purpose of an organization that defines its objectives and focus

question

values

answer

are the core beliefs of the organization and the principles that guide behavior

question

plan

answer

consists of a goal and one or more action statements

question

what are the five types of plans

answer

strategic, tactical, operational, contingency, and crisis management

question

strategic plan

answer

is a formal document that specifies the overall direction, long term goals, and the decision making process for resource allocation and describes how the organization will position itself to achieve its goals

question

strategic plan prepared by and time frame

answer

senior executive, 2 to 5 years

question

tactical plan prepared by and time frame

answer

middle manager, 6 months to 2 years

question

operational plan prepared by and time frame

answer

first line manager and team leads, 30 days to 6 months

question

tactical plan

answer

is a plan created and implemented by middle managers its specifies how the company will use resources, budgets, and people

question

operational plan

answer

a plan specifying how the work will be done to accomplish the objectives of a work unit

question

managers often procrastinate in preparing contingency and crisis management plans

answer

true

question

contingency plan

answer

are often referred to as plan B, it is a back up plan to be prepared for the unexpected.

question

a good planner adds ______ percent reserve to the budget

answer

10 or 15

question

crisis management

answer

outlines steps the company should take id some type of crisis causes a serious threat to or disruption of business

question

goals

answer

is used to represent both terms and is defined as a specific commitment to achieve a measurable result within a given time frame

question

SMART

answer

specific, measurable, attainable, relevant, and time-bound

question

controlling

answer

ensuring performance does not deviate from standards

question

basic planning and control cycle

answer

plan, execute, assess, correct

question

7 habits of highly effective people

answer

be proactive, begin with the end in mind, do first things first, think when...win, seek to understand rather than be understood, synergize, and sharpen the saw

question

intrapreneur

answer

business within a business

question

Marketing Mix Wheel 5 p's

answer

Product, price, promotion, place, people

question

M&A

answer

merger and acquisition

question

value=

answer

perception-expectations

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