quizzes Flashcards

(50 cards)

1
Q

Some of the outside forces that would impact the need for organizational change include demographics, shareholder and customer concerns, social and political pressures and _____________________.

A.technological advancements
B. management behaviors
C. human resource concerns

A

A. technological advancements

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1
Q

Two types of change are reactive and proactive. Organizations starting the change process in response to unanticipated problems and opportunities is an example of __________________ change.

A. proactive
B. reactive
C. innovative

A

B. reactive

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2
Q

Age, education, skill level, gender and immigration are all ______________ characteristics that impact the need for organizational change.

A. demographic
B. technological
C. social

A

A. demographic

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3
Q

__________________________ is a set of techniques that managers can use for implementing planned change to make people and organizations more effective.

A. Organizational Development
B. Lewin’s Change Model
C. Systems Change

A

A. Organizational Development

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4
Q

As managers who are leading change it is important that we understand some of the reasons that employees might resist it. According to our authors, one of the reasons employees resist change is _____________________________.

A. a lack of knowledge
B. surprise and fear of the unknown.
C. self affirmations

A

B. surprise and fear of the unknown

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5
Q

Job dissatisfaction, expressed as high turnover rates and absenteeism can be a major signal of the need for change. Turnover rates is an example of an organization’s _______________ forces that impact the need for change.

A. external
B. auxillary
C. internal

A

C. internal

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6
Q

Lewin’s Change Model includes three phases: ______________, changing and refreezing.

A. Innovation
B. Adaptation
C. Unfreezing

A

C. unfreezing

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7
Q

Managers agree that the ability to innovate affects an organization’s long-term success. Innovation can help the organization to achieve a competitive advantages. Change in the appearance or functionality or performance of an organization’s service(s) is an example of _____________ innovation.

A. process
B. product
C. approaches

A

B. product

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8
Q

Three forms of change are adaptive, innovative and radically innovative. _____________ change is the least threatening because it has already been experienced within the same organization.

A. radically innovative
B. innovative
C. adaptive

A

C. adaptive

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9
Q

A _____________________ approach to change consists of managers examining three parts: Inputs, target elements of change and outputs (plus feedback).

A. systems
B. technological
C. force field

A

A. systems

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10
Q

According to psychometric screenings, _____________ is a measure of the extent to which people like or dislike themselves.

A. locus of control
B. self-esteem
C. emotional intelligence

A

B. self-esteem

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11
Q

The ___________________ theory teaches that people compare their inputs or what they give to an organization against the outputs or rewards that they receive from the organization.

A. two needs
B. Equity
C. Distributive Justice

A

B. Equity

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12
Q

Perception is the process of interpreting and understanding one’s environment. _________________ is the tendency to attribute to an individual the characteristics one believes are typical of the group to which that individual belongs. It is one of the five distortions in perception.

A. halo effect
B. recency effect
C. stereotyping

A

C. stereotyping

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13
Q

Our authors tell us that a _________________ population in a company can provide ideas, experience and points of view that strengthen the business culture.

A. technological
B. homogeneous
C. diverse

A

C. diverse

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14
Q

The Big 5 personality test measures your traits in five dimensions. They include extroversion, agreeableness, conscientiousness, openness to experience and ________________.

A. maturity
B. innovation
C. emotional stability

A

C. emotional stability

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15
Q

Age, gender, race/ethnicity physical/mental abilities and ________________ are some of the trends that contribute to a diverse workforce.

A. educational level
B. employee engagement
C. organizational commitment

A

A. educational level

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16
Q

Maslow’s hierarchy of needs theory teaches that our actions are aimed at fulfilling five basic needs including: self-actualizaton, esteem, love, physiological and _______________.

A. safety
B. span of control
C. job satisfaction

A

A. safety

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17
Q

The __________________ theory suggests that employees can be motivated by objectives that are specific and challenging but achievable.

A. goal-setting
B. expectancy
C. equity

A

A. goal-setting

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18
Q

Today’s organizations are seeking candidates who have emotional intelligence skills. The most essential EI trait is _______________ or the ability to read your own emotions and gauge your moods accurately so that you understand how you are affecting others.

A. relationship management
B. social awareness
C. self-awareness

A

C. self-awareness

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19
Q

Herzberg’s _______________ theory proposed that work satisfaction and dissatisfaction arise from two different factors: work satisfaction from motivating factors and work dissatisfaction from hygiene factors.

A. five basic needs
B. two factor
C. equity

A

B. two factor

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20
Q

The store manager of Dunkin Donuts wishes to send an e-mail update to the shift managers but the Internet is down at the store. Technology issues such as this are examples of _________________ communications barriers.

A. personal
B. physical
C. cross-cultural

21
Q

As managers who will be directing and leading employees, it is important that we understand _________________ communications that include eye contact, facial expressions, touch and gestures.

A. verbal
B. non-verbal
C. textural

A

B. non-verbal

22
Q

As a senior communications officer, Marco emphasizes the need for the organization’s managers to understand the feelings and needs of customers. Marco is emphasizing the need for managers to use ____________________ to understand the words and behaviors of the organization’s customers.

A. passive communications
B. empathy
C. curiosity

23
Q

An organization’s ___________________________ describes the who, how, when and for what purposes of social media use and any consequences for noncompliance. Our authors recommend that businesses take the time to establish such a policy to prevent any impulsive or abusive posts and messages that can damage the organization’s or an individual’s reputation.

A. social media policy
B. code of conduct
C. union by laws

A

A. social media policy

24
LEGO was the first mover in the "crowdsourcing" space. That means that Lego used the _________ and social media to enlist a group outside of the organization to help to problem solve. A. newsprint B. Webinars C. Internet
C. Internet
25
The communications process begins when the sender wants to send a message. The sender _______________ the desired message into understandable symbols or language. decodes encodes enunciates
encodes
26
As managers we should understand some of the barriers to effective communications. Gender differences can act as barriers and result in part from bias and ________________ that can be overcome. A. timezone differences B. assumptions C. jargon
B. assumptions
27
All media have their own advantages and disadvantages. Communications media are generally categorized in terms of media richness or how well a particular medium conveys information and promotes learning. High media richness is best for non routine, ambiguous situations. Examples of high-rich media mediums include video conferencing, telephone and _____________________. A. face-to-face presence B. personal written media (text messages) C. impersonal written media such as newsletters
A. face-to-face presence
28
The CEO of Kohls wants to share an important announcement with all of the top managers throughout the organization. The CEO chooses a memo that will be shared with all of the managers. The memo is an example of a(n) _________________ communication channel. A. informal B. formal C. external
formal
29
When writing business messages it is not recommended that writers use _________ or terminology that is specific to a particular profession or group. That is because specific language in a message can act as a barrier to understanding for those outside of the group. A. pronouns B. jargon C. paraphrasing
jargon
30
This week we took a financial terms assessment to understand what concepts we might need to understand further. An organization's balance sheet, income statement and statement of cash flows are examples of basic types of _____________________.
financial statements
31
The lead marketing manager wants to follow the steps in the control process to improve sales. We learned that the steps include: establishing standards, measuring performance, comparing performance to established standards and then ____________________ if necessary.
take corrective action
32
Liquidity, turnover and profitability are all examples of ______________ or indicators of an organization's performance.
KPIS (key performance indicators)
33
Six Sigma is a rigorous statistical analysis process that reduces defects in manufacturing and service-related processes. This system lets managers consider process problems with the assumption that there is a ____________________ tangible way to approach problem solving.
data-oriented
34
Step 3 of the strategic planning process includes tracking the organization's performance in four perspectives including: customers, internal business processes, financial and innovation/learning. One tool that we learned that can be used to plan and track the four perspectives is the ______________________.
balanced scorecard
35
We learned that three types of control are feedforward, concurrent and feedback. An example of feedforward control would be __________________.
implementing a preventative maintenance program on machinery to avoid potential breakdowns before they occur; essentially taking action based on anticipated issues rather than waiting for a problem to arise.
36
W. Edwards Deming proposed ideas for making organizations more response, more democratic, and less wasteful. According to Deming's Total Quality Management (TQM) principles, quality should be aimed at ______________________.
the needs of the customers
37
The CEO of Google Inc wants to understand the company's critical objectives and relationships among them that drive the organization's performance. As a senior manager a tool you would recommend to the CEO for this task would be a(n) ___________________________.
strategy map
38
Mark wants to use a comprehensive approach to improve his organization's performance. He has designed it so that it continuously assesses the organization's systems, detects where training is needed and tracks the levels of customer satisfaction. Mark is using a ___________________ approach to improve the organization's processes.
Total Quality Management (TQM)
39
Angel is the CFO for XYZ Corporation. There is an immediate need to understand whether the organization's resources are within budget. The CFO is planning to measure the ______________ of the organization's resources.
efficiency or variance ?
40
Factors such as when job boundaries are unclear, goals are inconsistent and there are inconsistencies in power and influence can result in _______________ for work groups, teams and departments.
political conflict ?
41
Programmed conflict is designed to elicit different opinions without inciting people's personal feelings. One method that managers can use to get members to engage in a debate of ideas is to assign __________________.
devil's advocate
42
Effectively working and leading teams requires the use of several competencies including oral communications, teamwork, collaboration, social intelligence and ______________________.
avoiding conflicts
43
The second stage of group or team development is known as _______________ and is characterized by the emergence of individual personalities and roles and conflicts within the group.
storming
44
As part of its business operations, TD Bank makes loans to individuals and to small businesses. The quality manager wants to improve the loan process and recommends using members from different areas within the organization to participate as members of the work group. In this example, the quality manager is recommending that the organization uses a(n) _________________ team.
cross-functional
45
As managers leading teams and work groups it is important to understand the stages of group and team development. The first stage, known as ___________ involves the process of team members getting oriented and becoming acquainted.
forming
46
Five conflict management styles include avoiding, obliging, dominating, compromising and integrating. During a particular conflict, the manager confronted the issue and identified the problem, weighed alternatives and selected a solution with team members. This is an example of the _________________ conflict management style.
integrating
47
Norms are general guidelines or rules of behavior that most group or team members follow. They are needed to _______________________.
establish clear expectations for group behavior, promote smooth collaboration, and prevent unnecessary conflict within a team by defining what is considered acceptable and unacceptable conduct among members
48
This week we took a personal assessment that helped us to understand our ability to monitor our emotions, to understand those of others, and to use our skills to guide our own thinking and behavior. The _________________ assessment helped us to be aware of the skills that we have and those that we might want to develop further to manage our emotions and to become effective leaders.
emotional intelligence EI
49
One of the ways our authors recommend that we use to become a more effective team member is to _________________.
actively listen and seek to understand different perspectives from your colleagues