Overall Exam 2 Review

Question 1

Things to consider when you have workers with disabilities

Answer 1

!. making facilities accessible

2. restructuring jobs
3. reassigning work to other jobs
4. modifying equipment
5. modifying work schedule
6. modifying training materials

Question 2

three-part definition of disability.
Under ADA, an individual with a disability is a person who:
(1) has a physical or mental impairment that substantially limits one or more major life activities; OR
(2) has a record of such an impairment; OR
(3) is regarded as having such an impairment

Answer 2

The Americans with Disabilities Act (ADA)

Question 3

“any physiological disorder or condition, cosmetic disfigurement, or anatomical loss affecting one or more of the following body systems: neurological, musculoskeletal, special sense organs, respiratory (including speech organs), cardiovascular, reproductive, digestive, genitourinary, hemic and lymphatic, skin, and endocrine.”

Answer 3

A physical impairment is defined by ADA as

Question 4

Generation Y/Millennials (1977-1990) (1980-2000)

Answer 4

Comfortable with technology
Opinionated but very creative and expect to be challenged
Respect authority
Prefer to work in teams
Assertive with strong views
Want fast and immediate processing
Don’t live to work, prefer a more relaxed environment with a lot of hand holding and accolades

Question 5

Generation X (1965-1977) (1980)

Answer 5

Independent and dislike rigid schedules
Value being efficient and getting work done quickly
More balance between social and work lives
More creative and open workplace
Entrepreneurial
Desire a chance to learn ,explore and make a contribution
Commit to self rather than an organization or career
Cautious, skeptical, unimpressed with authority, self-reliant

Question 6

Baby Boomers

Answer 6

Value hard work and long hours = means to success
work ethic is very important
need to be noticed for hard work
driven, team-oriented
more positive about authority and hierarchal structure

Question 7

management policies and techniques that enable a heterogeneous work force to perform to it’s potential in an equitable work environment where no one group has an advantage or disadvantage

Answer 7

managing diversity

Question 8

why must diversity be managed?

Answer 8

Demographics and Productivity

Question 9

Benefits to diversity?

Answer 9

better service to customers
reduced costs
increased productivity
improved quality of management

Question 10

myths about communication

Answer 10

1. we communicate only when we want to communicate
2. words mean the same to both the speaker and the listener
3. we communicate chiefly with words
4. nonverbal communication is silent communication
5. communication is a one-way street between an active speaker and a passive listener
6. the message we communicate is the message the listener receives
7. there is no such thing as too much information

Question 11

sender-receiver model

Answer 11

look at exhibit 1 pg. 168

Question 12

downward communication

Answer 12

from managers to line workers

Question 13

upward communication

Answer 13

open feedback from managers to line workers

Question 14

horizontal communication

Answer 14

among operating departments

Question 15

diagonal communication

Answer 15

from higher supporting levels to line workers or vice versa

Question 16

The aim of effective communication is to make sure that the sender and the receiver have the same understanding of the message that was sent.

Answer 16

It only takes 2 to 4 minutes to create a positive or negative communication impression.
Effective Communication

Question 17

Barriers to Communication

Answer 17

Timing 
Right Person; Wrong Time
Routing
Right Time; Wrong Person
Overloading
Too Much, Too Fast
Filtering
Leave out info to make sender look good
Distortion
Right Time & Person; Wrong Understanding

Question 18

1. Customer wants you to do it,
2. The material / information being process or transform to final products, and
3. It is done right the first time

Answer 18

Three Criteria for Adding Value

Question 19

Six Sigma: Step 1

Answer 19

Creation and agreement of strategic business objectives

Question 20

Six Sigma: Step 2 Strategic Improvement

Answer 20

Creation of Core, Key Sub- and Enabling processes

Question 21

Six Sigma: Step 3 Strategic Improvement

Answer 21

Identification of process owner

Question 22

Six Sigma: Step 4 Strategic Improvement

Answer 22

Creation and Validation Measurement “Dashboard”

Question 23

Six Sigma: Step 5 Strategic Improvement

Answer 23

Data Collection on Agreed Dashboards

Question 24

Six Sigma: Step 6 Strategic Improvement

Answer 24

Creation of first project selection criteria and choosing

Question 25

Best Solutions

Answer 25

1. acceptance by guests 2. acceptance by management 3. acceptance by staff 4. cost effectiveness 5. timeliness of implementation 6. practicality of implementation

Question 26

Creating a collection data plan

Answer 26

overview operational functions type of data type of measurements

Question 27

organizational power

Answer 27

position, reward, coercive

Question 28

personal power

Answer 28

expert, referent

Question 29

position power

Answer 29

authority granted to a position within a hierarchy of an organization

Question 30

reward power

Answer 30

authority to provide reward

Question 31

coercive power

Answer 31

authority to withhold rewards or administer punishment

Question 32

expert power

Answer 32

specialized knowledge, skill or expertise

Question 33

referent power

Answer 33

personal characteristics admired and respected by others

Question 34

power tactics: peer pressure

Answer 34

enlisting an individual's peers to support the need for the desired behavior

Question 35

power tactics: bargaining

Answer 35

offering rewards or favor to achieve desired behavior

Question 36

power tactics: pulling rank

Answer 36

using the authority of position power to order the desired behavior

Question 37

power tactics: upward appeal

Answer 37

referring to others with greater position power and authority to support the desired behavior

Question 38

emotive

Answer 38

>Express opinions in a highly emotional manner. >Use exaggerated gestures and facial expressions >Appear outspoken, almost to the point of being offensive >Seem unwilling to listen to the views of others

Question 39

directive

Answer 39

>Exhibit a determination to come out on top. >Rarely admit to being wrong. >Appear outspoken, almost to the point of being offensive >Seem unwilling to listen to the views of others

Question 40

reflective

Answer 40

Avoid making decisions Seem overly interested in details Appear stiff and formal when dealing with others Avoid displaying emotions

Question 41

supportive

Answer 41

Attempt to win approval by always agreeing with others Appear insecure by frequently seeking reassurance Appear stiff and formal when dealing with others Avoid displaying emotions

Question 42

types of authority

Answer 42

line, financial, and staff

Question 43

line authority

Answer 43

>Most fundamental authority within the organization, reflects existing superior-subordinate relationships >It consists of the right to make decisions and to give orders concerning the production-sales-or finance related behavior of subordinates >In general, line authority pertains to matters directly involving management system production, sales, and finance, as a result, the attainment of objectives. People directly responsible for these areas within the organization are delegated line authority to assist them in performing their obligated activities

Question 44

staff authority

Answer 44

Whereas line authority involves giving orders concerning production activities, staff authority consists of the right to advise or assist those who possess line authority as well as other staff personnel. Staff authority enables those responsible for improving the effectives of line personnel to perform their required tasks Roles of staff personnel: The advisory or counseling role –staff personnel use their professional expertise to solve organizational problems The service role –staff personnel in this role provide services that can more efficiently and effectively be provided by a single centralized staff group than by many individuals scattered throughout the organization. E.g., HR (recruit, employ, train) The control role –in this role, staff personnel help establish a mechanism for evaluating the effectiveness or organizational plans (representatives or agents of top management).

Question 45

functional authority

Answer 45

Is the right to give orders within a segment of the management system in which the right is normally nonexistent Functional authority generally covers only specific task areas and is operations only for designated amounts of time

Question 46

delegation steps

Answer 46

1. Think the project through 2. Set a tentative deadline 3. Choose an employee 4. Meet with the employee 5. Monitor progress, provide assistance and praise the employee

Question 47

barriers to delegation

Answer 47

1. Lack of experience 2. Lack of organizational skills 3. Fear of being disliked by employees 4. Reluctant to spend the time it takes to train employees 5. Failure to establish effective control or follow-up procedures

Question 48

Centralization

Answer 48

refers to the situation in which a minimal number of job activities and a minimal amount of authority are delegated to subordinates.

Question 49

Decentralization

Answer 49

refers to the situation in which a significant number of job activities and a maximum amount of authority are delegated to subordinates.

Question 50

success of communication types

Answer 50

Writing: 25% the disadvantage is that it takes time to receive feedback Reading: 20% the disadvantage is that feedback must be actively solicited Talking: 15% Many people like to talk, but few pay attention to the content Listening: 40% This is the most effective method of communication

Question 51

formal communication

Answer 51

``` Performance appraisal Memos; Letters Meetings Telephone and cell phone E-mail (emoticons) ```

Question 52

informal communication

Answer 52

grapevine rumor hearsay