Chapter 14 Interpersonal and Organizational Communication: Management, 14e, Global Edition (Robbins/Coulter) [PDF]

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Management, 14e, Global Edition (Robbins/Coulter) Chapter 14 Interpersonal and Organizational Communication 1) For communication to be successful, meaning must be imparted and ________. A) received by the other person B) acknowledged by the receiver C) feedback must be sent back to the sender D) understood by the receiver Answer: D Diff: 3 AACSB: Reflective thinking; Written and oral communication Learning Obj: LO 14.1: Define the nature and function of communication Classification: Concept 2) Good communication occurs only when the recipient ________. A) agrees with the sender's message B) acknowledges the message C) understands the speaker's meaning D) makes eye contact with the speaker Answer: C Diff: 2 AACSB: Reflective thinking; Written and oral communication Learning Obj: LO 14.1: Define the nature and function of communication Classification: Concept 3) In which one of the following cases has communication occurred? A) Gary updates his blog regularly, even though no one reads it. B) Brian attends all the Algebra lectures, but is unable to understand the subject. C) Jen has sent an urgent e-mail to her Japanese colleague, but a translator is not yet available. D) Ana tells her manager that she needs a new computer, but he says that the company can't afford it. Answer: D Diff: 2 AACSB: Application of knowledge; Written and oral communication Learning Obj: LO 14.1: Define the nature and function of communication Classification: Application

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4) ________ consists of all the patterns, networks, and systems of communication within an organization. A) The grapevine B) Interpersonal communication C) Organizational communication D) Formal communication Answer: C Diff: 2 AACSB: Reflective thinking; Written and oral communication Learning Obj: LO 14.1: Define the nature and function of communication Classification: Concept 5) George prepares a memorandum explaining the objectives of a newly created work team that he is expected to manage, and makes sure it reaches each team member. He is involved in ________. A) deciphering the message B) organizational communication C) lateral communication D) decoding the message Answer: B Diff: 1 AACSB: Application of knowledge; Written and oral communication Learning Obj: LO 14.1: Define the nature and function of communication Classification: Application 6) When a communication requires employees to follow their job description, or to comply with company policies, communication is being used to ________. A) control B) motivate C) provide a release for emotional expression D) persuade Answer: A Diff: 1 AACSB: Reflective thinking; Written and oral communication Learning Obj: LO 14.1: Define the nature and function of communication Classification: Concept

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7) Amber has called her work group together to assign tasks for the day. In this instance, Amber is using communication to ________. A) control behavior B) provide feedback C) express emotions D) challenge her employees Answer: A Diff: 2 AACSB: Application of knowledge; Written and oral communication Learning Obj: LO 14.1: Define the nature and function of communication Classification: Application 8) In which one of the following cases is communication used to control employee behavior? A) Sandy tells Mitch that she's happy with the progress he's making. B) Glenn lets Ann know that the deadline for her project has been postponed. C) Jan informs Sara that she must follow the dress code at work. D) Chris gives Jason tips on how to improve his performance. Answer: C Diff: 1 AACSB: Application of knowledge; Written and oral communication Learning Obj: LO 14.1: Define the nature and function of communication Classification: Application 9) Alan has just given his subordinates a very difficult project. Now he is telling them he has every confidence they will be successful. Alan is using communication to ________. A) inspire B) motivate C) control D) manipulate Answer: B Diff: 2 AACSB: Application of knowledge; Written and oral communication Learning Obj: LO 14.1: Define the nature and function of communication Classification: Application

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10) Pat is very happy with her team of 15 customer care representatives who've all been consistently performing well. Customer feedback was impressive and Pat is planning to give them good bonuses this time around. As a manager, Pat believes it is important to let her subordinates know when she is happy with their work. She does so, and also calls a meeting to discuss what they can do to improve further. Pat is using communication for ________. A) decision making B) negotiation C) motivation D) expressing emotion Answer: C Diff: 1 AACSB: Application of knowledge; Written and oral communication Learning Obj: LO 14.1: Define the nature and function of communication Classification: Application 11) Bonnie has had a bad day. She is venting to her supervisor about her problems. Bonnie is using communication to ________. A) control behavior B) motivate her supervisor to take action C) express her emotions D) inform her supervisor of her personal problems Answer: C Diff: 2 AACSB: Application of knowledge; Written and oral communication Learning Obj: LO 14.1: Define the nature and function of communication Classification: Application 12) Brandon is telling his coworkers what he learned at the technical seminar he recently attended. Brandon is using communication to ________. A) negotiate B) inform C) regale D) motivate Answer: B Diff: 2 AACSB: Application of knowledge; Written and oral communication Learning Obj: LO 14.1: Define the nature and function of communication Classification: Application 13) Everything a manager does involves communicating. Answer: TRUE Diff: 2 AACSB: Reflective thinking; Written and oral communication Learning Obj: LO 14.1: Define the nature and function of communication Classification: Concept

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14) If a manager clearly and articulately verbalizes instructions to a subordinate, communication has taken place. Answer: FALSE Diff: 2 AACSB: Reflective thinking; Written and oral communication Learning Obj: LO 14.1: Define the nature and function of communication Classification: Concept 15) Good communication requires agreement with the message. Answer: FALSE Diff: 2 AACSB: Reflective thinking; Written and oral communication Learning Obj: LO 14.1: Define the nature and function of communication Classification: Concept 16) Communication can both inform the receiver and control behavior. Answer: TRUE Diff: 1 AACSB: Reflective thinking; Written and oral communication Learning Obj: LO 14.1: Define the nature and function of communication Classification: Concept 17) Formal communication can control behavior, but informal communication cannot. Answer: FALSE Diff: 1 AACSB: Reflective thinking; Written and oral communication Learning Obj: LO 14.1: Define the nature and function of communication Classification: Concept

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18) Explain why communication is important to managers and organizations. What four functions does it serve? Answer: Communication serves four major functions: control, motivation, emotional expression, and information. Communication acts to control employee behavior in several ways. Organizations have authority hierarchies and formal guidelines that employees are expected to follow. For instance, when employees are required to communicate any job-related grievance first to their immediate manager, to follow their job description, or to comply with company policies, communication is being used to control. But informal communication also controls behavior. When work groups tease a member who's working too hard or producing too much (making the rest of the group look bad), they're informally controlling the member's behavior. Communication encourages motivation by clarifying to employees what is to be done, how well they're doing, and what can be done to improve performance if it's not up to par. As employees set specific goals, work toward those goals, and receive feedback on progress toward goals, communication is required. For many employees, their work group is a primary source of social interaction. The communication that takes place within the group is a fundamental mechanism by which members share frustrations and feelings of satisfaction. Communication, therefore, provides a release for emotional expression of feelings and for fulfillment of social needs. Finally, individuals and groups need information to get things done in organizations. Communication provides that information. None of these four functions is more important than the others. For groups to work effectively, they need to maintain some form of control over members, motivate members to perform, provide a means for emotional expression, and make decisions. You can assume that almost every communication interaction that takes place in a group or organization is fulfilling one or more of these four functions. Diff: 3 AACSB: Reflective thinking; Written and oral communication Learning Obj: LO 14.1: Define the nature and function of communication Classification: Concept 19) During the communication process, the message is converted to a symbolic form. This process is called ________. A) decoding B) encoding C) deciphering D) symbolizing Answer: B Diff: 2 AACSB: Reflective thinking; Written and oral communication Learning Obj: LO 14.2: Describe methods and challenges of interpersonal communication Classification: Concept

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20) Which one of the following is true for the communication process? A) The decoding process takes place within the channel. B) Noise cannot affect the encoding of the message. C) Encoding takes place before the message reaches the medium. D) The sender decodes the message and then transmits it. Answer: C Diff: 2 AACSB: Reflective thinking; Written and oral communication Learning Obj: LO 14.2: Describe methods and challenges of interpersonal communication Classification: Concept 21) The process through which the symbols of a message are translated by the receiver into a form that he or she can understand is called ________. A) decoding B) encoding C) reinstating D) enciphering Answer: A Diff: 2 AACSB: Reflective thinking; Written and oral communication Learning Obj: LO 14.2: Describe methods and challenges of interpersonal communication Classification: Concept 22) Disturbances that interfere with the transmission, receipt, or feedback of a message are called ________. A) screens B) filters C) distractors D) noise Answer: D Diff: 2 AACSB: Reflective thinking; Written and oral communication Learning Obj: LO 14.2: Describe methods and challenges of interpersonal communication Classification: Concept 23) Which one of the following is an example of a disturbance that interferes with the transmission of a message? A) sending unsolicited sales messages to prospects B) adding your contact information at the end of an e-mail message C) leaving a message on the answering machine when you cannot reach someone D) thinking about the party you attended last night while sitting in a lecture Answer: D Diff: 2 AACSB: Application of knowledge; Written and oral communication Learning Obj: LO 14.2: Describe methods and challenges of interpersonal communication Classification: Application 7 Copyright © 2018 Pearson Education, Ltd.

24) Adam has to tell the members of his department that the office hours have changed from flexible hours to a strict nine-to-five day. He calls a meeting to explain the change. Participants begin arguing and asking multiple questions about the new work time policy. The next day, Adam realizes that most people still do not have a clear idea about the change, as a result of the confusion at the meeting. Which one of the following explains why the message was not understood? A) The sender did not decode the message appropriately. B) The recipients did not encode the message correctly. C) The noise in the process interfered with the transmission of the message. D) The channel was not appropriate for the delivery of this message. Answer: C Diff: 2 AACSB: Application of knowledge; Written and oral communication Learning Obj: LO 14.2: Describe methods and challenges of interpersonal communication Classification: Application 25) The purchasing manager assigned to the team had already worked with Dan in the past. However, a difference of opinion had soured their relationship. As a result, the purchasing manager is unable to objectively evaluate and appreciate the various aspects of the current project described in the memorandum Dan prepared. This is an example of ________. A) noise B) framing C) filtering D) distraction Answer: A Diff: 3 AACSB: Application of knowledge; Written and oral communication Learning Obj: LO 14.2: Describe methods and challenges of interpersonal communication Classification: Application 26) Laura sent a text message to Betty telling her that she would come by to pick her up after work so they could go shopping. Betty, however, made other plans for the evening thinking Laura was talking about going shopping the next day. Which one of the following best explains what went wrong with the communication? A) Laura used a wrong channel of communication. B) There was too much noise in the room when Betty read the message. C) Betty decoded the message incorrectly. D) The complexity capacity of text messaging is poor. Answer: C Diff: 2 AACSB: Application of knowledge; Written and oral communication Learning Obj: LO 14.2: Describe methods and challenges of interpersonal communication Classification: Application

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27) The final link in the communication process is ________. A) encoding B) decoding C) channel selection D) feedback Answer: D Diff: 2 AACSB: Reflective thinking; Written and oral communication Learning Obj: LO 14.2: Describe methods and challenges of interpersonal communication Classification: Concept 28) George has prepared a memorandum explaining the objectives of the work team. Some of the production workers have come to George to ask for clarification about the memorandum. This represents the ________ aspect of the communication process. A) noise B) channeling C) filtering D) feedback Answer: D Diff: 2 AACSB: Application of knowledge; Written and oral communication Learning Obj: LO 14.2: Describe methods and challenges of interpersonal communication Classification: Application 29) Which one of the following methods of communication should be used when the sender requires quick and accurate feedback? A) voicemail B) face-to-face C) e-mail D) instant messaging Answer: B Diff: 3 AACSB: Reflective thinking; Application of knowledge; Written and oral communication Learning Obj: LO 14.2: Describe methods and challenges of interpersonal communication Classification: Application 30) Complexity capacity refers to the degree to which the communication method ________. A) offers a reasonable assurance of confidentiality B) makes a simple message seem more complex C) effectively processes complicated messages D) offers quick and accurate feedback Answer: C Diff: 2 AACSB: Reflective thinking; Written and oral communication Learning Obj: LO 14.2: Describe methods and challenges of interpersonal communication Classification: Concept 9 Copyright © 2018 Pearson Education, Ltd.

31) Which one of the following describes the number of different messages that can be transmitted using a particular method of communication? A) complexity capacity B) breadth potential C) scanability D) encoding ease Answer: B Diff: 2 AACSB: Reflective thinking; Written and oral communication Learning Obj: LO 14.2: Describe methods and challenges of interpersonal communication Classification: Concept 32) Which one of the following attributes of a communication method will be the most important for a scientist who has to send large amounts of data to a colleague? A) complexity capacity B) scanability C) formality D) interpersonal warmth Answer: A Diff: 2 AACSB: Application of knowledge; Written and oral communication Learning Obj: LO 14.2: Describe methods and challenges of interpersonal communication Classification: Application 33) When a sender evaluates a communication method to judge scanability, he is checking if ________. A) the method can easily transmit a large number of messages B) the method allows recipients to process complex messages effectively C) the method allows the receiver to scan the document electronically D) the recipient can easily browse the message for relevant information Answer: D Diff: 2 AACSB: Reflective thinking; Written and oral communication Learning Obj: LO 14.2: Describe methods and challenges of interpersonal communication Classification: Concept

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34) CISCO's Unified Personal Communicator allows fast and easy access to voice, video, instant messaging, web conferencing, voicemail, and presence capabilities through a single, multimedia interface on a PC or Mac. Which one of the following aspects of communication problems does this personal communicator address? A) security concerns arising from the use of the Internet B) time-space constraint C) decoding errors D) encoding errors Answer: B Diff: 2 AACSB: Written and oral communication; Information technology Learning Obj: LO 14.2: Describe methods and challenges of interpersonal communication Classification: Application 35) Which one of the following methods of communication offers high scanability? A) publications B) face-to-face communication C) meetings D) voice mail Answer: A Diff: 1 AACSB: Reflective thinking; Written and oral communication Learning Obj: LO 14.2: Describe methods and challenges of interpersonal communication Classification: Concept 36) Which one of the following is true of nonverbal communication? A) It is synonymous with body language. B) It usually carries greater impact than verbal communication. C) It is absent in spoken communication. D) It is involuntary; it cannot be used deliberately. Answer: B Diff: 2 AACSB: Reflective thinking; Written and oral communication Learning Obj: LO 14.2: Describe methods and challenges of interpersonal communication Classification: Concept 37) Her co-workers don't share personal tidbits with Norma, and she wonders why. Which one of the following could explain this phenomenon? A) Norma often snacks while working at her desk. B) Norma wears long skirts, long sleeves, and has her hair tied up in a bun. C) Norma generally stands with her arms crossed when in a conversation with anyone. D) Norma has an unusual laugh. Answer: C Diff: 3 AACSB: Application of knowledge; Written and oral communication Learning Obj: LO 14.2: Describe methods and challenges of interpersonal communication Classification: Application 11 Copyright © 2018 Pearson Education, Ltd.

38) Deb has a high-pitched, childish-sounding voice. Her colleagues tend to avoid her and cringe when she speaks in department meetings. To improve her career success, Deb should ________. A) adjust her body language to be more welcoming B) submit her comments in writing after the meeting C) send a substitute to the meetings D) work on her verbal intonation to lower her voice pitch Answer: D Diff: 2 AACSB: Application of knowledge; Written and oral communication Learning Obj: LO 14.2: Describe methods and challenges of interpersonal communication Classification: Application 39) A(n) ________ occurs when the amount of data provided exceeds the recipient's processing capacity. A) perceptual barrier B) information overload C) conceptual block D) physical barrier Answer: B Diff: 1 AACSB: Reflective thinking; Written and oral communication Learning Obj: LO 14.2: Describe methods and challenges of interpersonal communication Classification: Concept 40) During the presentation Sarah explained that the reason for downsizing was the recession which was hitting the company badly. However, the fact of the matter was that the company had not yet experienced any loss of revenues but were anticipating bad days ahead, which could eventually lead to mass layoffs. This is an example of the ________ aspect of the communication process. A) framing B) filtering C) selective perception D) deception Answer: B Diff: 3 AACSB: Application of knowledge; Written and oral communication Learning Obj: LO 14.2: Describe methods and challenges of interpersonal communication Classification: Application

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41) By the time that Sandra had finished the presentation to the employees, she had spoken for one and one-half hours, shown 14 visual aids, and no one asked a question. The employees were probably dealing with which one of the following barriers to effective communication? A) information overload B) selective perception C) defensiveness D) cultural constraints Answer: A Diff: 3 AACSB: Application of knowledge; Written and oral communication Learning Obj: LO 14.2: Describe methods and challenges of interpersonal communication Classification: Application 42) When employees confront information overload, they may resort to ________. A) delegating B) filtering C) mentally shutting down D) deleting old emails Answer: B Diff: 2 AACSB: Reflective thinking; Written and oral communication Learning Obj: LO 14.2: Describe methods and challenges of interpersonal communication Classification: Concept 43) ________ is the deliberate manipulation of information to make it appear more favorable to the receiver. A) Framing B) Encoding C) Screening D) Filtering Answer: D Diff: 3 AACSB: Reflective thinking; Written and oral communication Learning Obj: LO 14.2: Describe methods and challenges of interpersonal communication Classification: Concept 44) When a person tells his or her manager what the manager wants to hear, which one of the following barriers to effective interpersonal communication is the person using? A) filtering B) selective perception C) framing D) defensiveness Answer: A Diff: 2 AACSB: Reflective thinking; Written and oral communication Learning Obj: LO 14.2: Describe methods and challenges of interpersonal communication Classification: Concept 13 Copyright © 2018 Pearson Education, Ltd.

45) Which one of the following is true of filtering? A) Filtering aids effective communication by making a message more favorable to a receiver. B) The more vertical levels in an organization, the more opportunities there are for filtering. C) Filtering occurs at the individual level; the organization cannot encourage or discourage it. D) The use of e-mail increases filtering because communication is more direct. Answer: B Diff: 2 AACSB: Reflective thinking; Written and oral communication Learning Obj: LO 14.2: Describe methods and challenges of interpersonal communication Classification: Concept 46) During her performance evaluation, Cindy omitted a few of the details about her problems with her subordinates because she was afraid her supervisor would think her unfit for management. This is an example of ________. A) lying by omission B) framing C) self-advancement D) filtering Answer: D Diff: 3 AACSB: Application of knowledge; Written and oral communication Learning Obj: LO 14.2: Describe methods and challenges of interpersonal communication Classification: Application 47) Sarah needs funding to research the efficacy of a certain drug for the treatment of cancer. Though her initial trials have been inconclusive, Sarah is sure that the drug will prove to be effective. However, the organizations she plans to approach for funding will not be very impressed with the results of the previous trials and may withhold funding. Sarah decides to structure her proposal in such a way that she emphasizes the positives about the drug and minimizes the negative information. Which one of the following best describes Sarah's technique for writing her proposal? A) framing B) filtering C) emotional appeal D) information overload Answer: B Diff: 3 AACSB: Application of knowledge; Written and oral communication Learning Obj: LO 14.2: Describe methods and challenges of interpersonal communication Classification: Application

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48) As the employees began to leave the meeting room, some were overheard grumbling that those at the top were just profiteers, that it didn't make any difference to Leona if employees lost their jobs. Which barrier to effective communications do these statements represent? A) language B) information overload C) defensiveness D) filtering Answer: C Diff: 3 AACSB: Application of knowledge; Written and oral communication Learning Obj: LO 14.2: Describe methods and challenges of interpersonal communication Classification: Application 49) Jargon is ________. A) the capacity of a communication method to process complex messages B) a technique for deliberate manipulation of information to make it appear more favorable to the receiver C) specialized terminology that members of a group use to communicate among themselves D) a technique that increases the breadth potential of a communication method Answer: C Diff: 1 AACSB: Reflective thinking; Written and oral communication Learning Obj: LO 14.2: Describe methods and challenges of interpersonal communication Classification: Concept 50) The accountant told Ellen that he had difficulty understanding some of the technical terms used in her memorandum. These technical terms are commonly known as ________. A) encoding B) vernacular C) techspeak D) jargon Answer: D Diff: 3 AACSB: Application of knowledge; Written and oral communication Learning Obj: LO 14.2: Describe methods and challenges of interpersonal communication Classification: Application

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51) Which one of the following is a way for managers to overcome the barriers to communication? A) feedback B) decoding C) encoding D) filtering Answer: A Diff: 1 AACSB: Reflective thinking; Written and oral communication Learning Obj: LO 14.2: Describe methods and challenges of interpersonal communication Classification: Concept 52) Teresa called her work group together, explained the instructions for the new machine, and left. Later, after one of the workers had jammed the machine and injured a coworker, she discovered the worker had not followed the instructions. This problem may have been avoided if Teresa had ________. A) gone over the instructions twice instead of once B) had the workers reword the instructions and repeat them to her C) given the workers a written set of instructions D) had one of the workers deliver the instructions Answer: B Diff: 3 AACSB: Application of knowledge; Written and oral communication Learning Obj: LO 14.2: Describe methods and challenges of interpersonal communication Classification: Application 53) When Terrence explained to the employees why layoffs were necessary, he spoke about return on investment, debt, and cash flow–terms his shareholders clearly understood. But his employees had no clue what he meant. Terrence's explanation would have been more effective if he had ________. A) used flow charts and other visuals B) skipped the reasons and explained the method of selection for layoffs C) spoken louder D) tailored the language to the audience Answer: D Diff: 3 AACSB: Application of knowledge; Written and oral communication Learning Obj: LO 14.2: Describe methods and challenges of interpersonal communication Classification: Application

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54) Listening is an active search for meaning, whereas ________ is passive. A) speaking B) encoding C) decoding D) hearing Answer: D Diff: 1 AACSB: Reflective thinking; Written and oral communication Learning Obj: LO 14.2: Describe methods and challenges of interpersonal communication Classification: Concept 55) Listening for full meaning without making premature judgments or interpretations is called ________. A) passive listening B) empathic listening C) active listening D) decoding Answer: C Diff: 2 AACSB: Reflective thinking; Written and oral communication Learning Obj: LO 14.2: Describe methods and challenges of interpersonal communication Classification: Concept 56) Which one of the following helps an individual to understand the actual content of a message? A) antipathy B) empathy C) apathy D) sympathy Answer: B Diff: 3 AACSB: Reflective thinking; Written and oral communication Learning Obj: LO 14.2: Describe methods and challenges of interpersonal communication Classification: Concept 57) Which one of the following is true for active listeners? A) They should avoid making eye contact and nodding as this will distract the speaker. B) They should not interrupt the speaker, but should feel free to ask questions about the topic. C) They should listen for full meaning and avoid paraphrasing what the speaker is saying. D) Developing empathy for the speaker is not advised as it proves an emotional barrier to listening. Answer: B Diff: 2 AACSB: Reflective thinking; Written and oral communication Learning Obj: LO 14.2: Describe methods and challenges of interpersonal communication Classification: Concept 17 Copyright © 2018 Pearson Education, Ltd.

58) Ulysses has difficulty staying focused during conversations, especially long "speech" type comments from the speaker. This is likely because ________. A) Ulysses, like most listeners, can understand more words per minute than most talkers speak B) he already knows what the speaker is going to say next and is forming his response in his mind C) he strongly disagrees with the speaker D) he is not interested in the conversation topic Answer: A Diff: 3 AACSB: Application of knowledge; Written and oral communication Learning Obj: LO 14.2: Describe methods and challenges of interpersonal communication Classification: Application 59) While Victor was explaining a problem that was frustrating him, his manager smiled widely. Victor wanted to wipe the smirk off the manager's face in a none too friendly manner. What went wrong here? A) Victor was upset over nothing, which the manager found funny. B) Victor was too emotional. C) The manager was distracted. D) The manager's non-verbal communication did not match the seriousness of the situation. Answer: D Diff: 3 AACSB: Application of knowledge; Written and oral communication Learning Obj: LO 14.2: Describe methods and challenges of interpersonal communication Classification: Application 60) The communication process is susceptible to noise. Answer: TRUE Diff: 1 AACSB: Reflective thinking; Written and oral communication Learning Obj: LO 14.2: Describe methods and challenges of interpersonal communication Classification: Concept 61) Illegible handwriting is an example of noise. Answer: TRUE Diff: 1 AACSB: Reflective thinking; Written and oral communication Learning Obj: LO 14.2: Describe methods and challenges of interpersonal communication Classification: Concept 62) A sender initiates a message by encoding a thought. Answer: TRUE Diff: 1 AACSB: Reflective thinking; Written and oral communication Learning Obj: LO 14.2: Describe methods and challenges of interpersonal communication Classification: Concept 18 Copyright © 2018 Pearson Education, Ltd.

63) In communication, the process of decoding is performed by the receiver. Answer: TRUE Diff: 1 AACSB: Reflective thinking; Written and oral communication Learning Obj: LO 14.2: Describe methods and challenges of interpersonal communication Classification: Concept 64) Intonation refers to gestures, facial expressions, and other body movements that convey meaning. Answer: FALSE Diff: 1 AACSB: Reflective thinking; Written and oral communication Learning Obj: LO 14.2: Describe methods and challenges of interpersonal communication Classification: Concept 65) Verbal intonation refers to the emphasis someone gives to words or phrases that conveys meaning. Answer: TRUE Diff: 1 AACSB: Reflective thinking; Written and oral communication Learning Obj: LO 14.2: Describe methods and challenges of interpersonal communication Classification: Concept 66) The nonverbal component of communication usually carries the greatest impact. Answer: TRUE Diff: 2 AACSB: Reflective thinking; Written and oral communication Learning Obj: LO 14.2: Describe methods and challenges of interpersonal communication Classification: Concept 67) The net result of filtering is lost information and ineffective communication. Answer: TRUE Diff: 1 AACSB: Reflective thinking; Written and oral communication Learning Obj: LO 14.2: Describe methods and challenges of interpersonal communication Classification: Concept 68) National culture influences the communication preferences of a population. Answer: TRUE Diff: 1 AACSB: Reflective thinking; Written and oral communication Learning Obj: LO 14.2: Describe methods and challenges of interpersonal communication Classification: Concept

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69) On average, an individual must hear new information three times before he or she truly understands. Answer: FALSE Diff: 2 AACSB: Reflective thinking; Written and oral communication Learning Obj: LO 14.2: Describe methods and challenges of interpersonal communication Classification: Concept 70) Most communication problems are directly attributed to noise in the communication process. Answer: FALSE Diff: 2 AACSB: Reflective thinking; Written and oral communication Learning Obj: LO 14.2: Describe methods and challenges of interpersonal communication Classification: Concept 71) An email read receipt is sufficient feedback to indicate the message has been received and understood. Answer: FALSE Diff: 3 AACSB: Application of knowledge; Written and oral communication Learning Obj: LO 14.2: Describe methods and challenges of interpersonal communication Classification: Application 72) Filtering takes place when information exceeds the receiver's processing capacity. Answer: FALSE Diff: 2 AACSB: Reflective thinking; Written and oral communication Learning Obj: LO 14.2: Describe methods and challenges of interpersonal communication Classification: Concept 73) E-mail increases filtering because electronic communication is faster. Answer: FALSE Diff: 2 AACSB: Reflective thinking; Written and oral communication; Information technology Learning Obj: LO 14.2: Describe methods and challenges of interpersonal communication Classification: Concept 74) Active listeners avoid asking questions and making eye contact so that they don't distract the speaker. Answer: FALSE Diff: 1 AACSB: Reflective thinking; Written and oral communication Learning Obj: LO 14.2: Describe methods and challenges of interpersonal communication Classification: Concept

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75) A person who is upset is more likely to get the message right than one who is calm. Answer: FALSE Diff: 1 AACSB: Reflective thinking; Written and oral communication Learning Obj: LO 14.2: Describe methods and challenges of interpersonal communication Classification: Concept 76) List the seven elements of the communication process and explain the process of interpersonal communication. Answer: The seven elements of the communication process are: (1) the communication source, (2) the message, (3) encoding, (4) the channel, (5) decoding, (6) the receiver, and (7) feedback. Before communication can take place, a purpose, expressed as a message to be conveyed, must exist. It passes between a source (the sender) and a receiver. The message is converted to a symbolic form (called encoding) and passed by way of some medium (channel) to the receiver, who retranslates the sender's message (called decoding). The result is the transfer of meaning from one person to another. The entire process is susceptible to noise-disturbances that interfere with the transmission, receipt, or feedback of a message. Typical examples of noise include illegible print, phone static, inattention by the receiver, or background sounds of machinery or coworkers. Anything that interferes with understanding can be noise, and noise can create distortion at any point in the communication process. Diff: 3 AACSB: Reflective thinking; Written and oral communication Learning Obj: LO 14.2: Describe methods and challenges of interpersonal communication Classification: Concept 77) Discuss the two best-known types of nonverbal communication. Include a specific example of each type of nonverbal communication to support your answer. Answer: An important part of interpersonal communication is nonverbal communication-that is, communication transmitted without words. Body language refers to gestures, facial expressions, and other body movements that convey meaning. A person frowning "says" something different from one who's smiling. Hand motions, facial expressions, and other gestures can communicate emotions or temperaments such as aggression, fear, shyness, arrogance, joy, and anger. Verbal intonation refers to the emphasis someone gives to words or phrases that conveys meaning. To illustrate how intonations can change the meaning of a message, consider the student who asks the instructor a question. The instructor replies, "What do you mean by that?" The student's reaction will vary, depending on the tone of the instructor's response. A soft, smooth vocal tone conveys interest and creates a different meaning from one that is abrasive and puts a strong emphasis on saying the last word. Diff: 3 AACSB: Reflective thinking; Written and oral communication Learning Obj: LO 14.2: Describe methods and challenges of interpersonal communication Classification: Concept

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78) List and discuss the barriers to effective communication that managers face. Include a specific example of each barrier to support your answer. Answer: a. COGNITIVE-Information overload occurs when the amount of information a person is required to work with exceeds that individual's processing capacity. When this happens people tend to select out, ignore, pass over, or forget information. Or they may put off further processing until the overload situation is over. Filtering is the deliberate manipulation of information to make it appear more favorable to the receiver. For example, when a person tells his or her manager what the manager wants to hear, that individual is filtering information. b. EMOTIONS-How a receiver feels when a message is received influences how he or she interprets it. Extreme emotions are most likely to hinder effective communication. In such instances, people often disregard rational and objective thinking processes and substitute emotional judgments. When people feel threatened, they tend to react in ways that reduce their ability to achieve mutual understanding. They may verbally attack others, make sarcastic remarks, be overly judgmental, and question others' motives c. SOCIOCULTURAL-Words mean different things to different people. Age, education, and cultural background are three of the more obvious variables that influence the language a person uses and the definitions he or she gives to words. People may speak the same language, but use of that language is far from uniform. Senders tend to assume that the words and phrases they use mean the same to the receiver as they do to them. This is incorrect. d. NATIONAL CULTURE-Interpersonal communication isn't conducted in the same way around the world. In the United States, communication patterns tend to be individually oriented and clearly spelled out. U.S. managers rely heavily on memoranda, announcements, position papers, and other formal forms of communication to state their positions on issues. In collectivist countries, such as Japan, there's more interaction for its own sake and a more informal manner of interpersonal contact. Diff: 3 AACSB: Reflective thinking; Written and oral communication Learning Obj: LO 14.2: Describe methods and challenges of interpersonal communication Classification: Concept 79) When a manager asks an employee to complete a task, he or she is using ________ communication. A) upward B) lateral C) informal D) formal Answer: D Diff: 1 AACSB: Reflective thinking; Written and oral communication Learning Obj: LO 14.3: Explain how communication can flow most effectively in organizations Classification: Concept

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80) The vice president wrote a letter to the employees announcing the opening of a new production facility. This is an example of which type of organizational communication? A) horizontal B) formal C) lateral D) informal Answer: B Diff: 2 AACSB: Application of knowledge; Written and oral communication Learning Obj: LO 14.3: Explain how communication can flow most effectively in organizations Classification: Application 81) When Sam went to the human resource manager and applied for transfer to the new facility, he was participating in which type of organizational communication? A) formal B) downward C) horizontal D) lateral Answer: A Diff: 2 AACSB: Application of knowledge; Written and oral communication Learning Obj: LO 14.3: Explain how communication can flow most effectively in organizations Classification: Application 82) Organizational communication that is not defined by the organization's structural hierarchy is known as ________ communication. A) external B) passive C) informal D) controlled Answer: C Diff: 2 AACSB: Reflective thinking; Written and oral communication Learning Obj: LO 14.3: Explain how communication can flow most effectively in organizations Classification: Concept 83) The ________ communication system within an organization permits employees to satisfy their need for social interaction with their peers. A) informal B) social C) formal D) organizational Answer: A Diff: 2 AACSB: Reflective thinking; Written and oral communication Learning Obj: LO 14.3: Explain how communication can flow most effectively in organizations Classification: Concept 23 Copyright © 2018 Pearson Education, Ltd.

84) Downward communication is used ________. A) by employees to give managers progress reports B) to coordinate and evaluate employees C) between employees at the same organizational level D) between people of different departments and organizational levels Answer: B Diff: 1 AACSB: Reflective thinking; Written and oral communication Learning Obj: LO 14.3: Explain how communication can flow most effectively in organizations Classification: Concept 85) ________ communication is communication that flows from a manager to his employees. A) Diagonal B) Upward C) Downward D) Horizontal Answer: C Diff: 2 AACSB: Reflective thinking; Written and oral communication Learning Obj: LO 14.3: Explain how communication can flow most effectively in organizations Classification: Concept 86) Jon is the manager of the Finance department. He has to inform the employees in the department about the introduction of a new analytical software and the resultant changes in procedures. Which one of the following types of communication does he use? A) upward B) downward C) lateral D) diagonal Answer: B Diff: 2 AACSB: Application of knowledge; Written and oral communication Learning Obj: LO 14.3: Explain how communication can flow most effectively in organizations Classification: Application

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87) In an effort to improve communication within the accounting department of a large organization, the department head puts a suggestion box at the door and invites employees to communicate their thoughts, ideas, concerns, or grievances to the managers in the department. Which one of the following methods of communication is he encouraging? A) upward B) diagonal C) downward D) lateral Answer: A Diff: 2 AACSB: Application of knowledge; Written and oral communication Learning Obj: LO 14.3: Explain how communication can flow most effectively in organizations Classification: Application 88) ________ communication keeps managers aware of how employees feel about their jobs, their coworkers, and the organization in general. A) Downward B) Horizontal C) Vertical D) Upward Answer: D Diff: 2 AACSB: Reflective thinking; Written and oral communication Learning Obj: LO 14.3: Explain how communication can flow most effectively in organizations Classification: Concept 89) Many production employees began to talk among themselves about whether they wanted to transfer to a new production facility in a neighboring town. What type of communication is this? A) diagonal B) formal C) lateral D) downward Answer: C Diff: 3 AACSB: Application of knowledge; Written and oral communication Learning Obj: LO 14.3: Explain how communication can flow most effectively in organizations Classification: Application

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90) Which one of the following is an example of lateral communication? A) George informs his superior about the progress of the new project. B) Brian talks to his teammate about a change in project specifications. C) His supervisor penalizes John for not following the company dress code. D) Paul tells the CEO about the low morale in his department. Answer: B Diff: 1 AACSB: Application of knowledge; Written and oral communication Learning Obj: LO 14.3: Explain how communication can flow most effectively in organizations Classification: Application 91) Cross-functional teams rely heavily on ________ communication, which can be problematic if their managers are not kept informed about the decisions. A) diagonal B) upward C) vertical D) lateral Answer: D Diff: 2 AACSB: Reflective thinking; Written and oral communication Learning Obj: LO 14.3: Explain how communication can flow most effectively in organizations Classification: Concept 92) When Sam, a production supervisor spoke to the human resources manager about transferring to the new production facility, he was involved in which type of organizational communication? A) diagonal B) upward C) horizontal D) lateral Answer: A Diff: 3 AACSB: Application of knowledge; Written and oral communication Learning Obj: LO 14.3: Explain how communication can flow most effectively in organizations Classification: Application

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93) When an organization has an interest in increasing the efficiency and speed of communication between managers at different levels and in different departments, then ________. A) upward communication works best B) diagonal communication should be used C) lateral communication is ideal D) downward communication works the fastest Answer: B Diff: 2 AACSB: Reflective thinking; Written and oral communication Learning Obj: LO 14.3: Explain how communication can flow most effectively in organizations Classification: Concept 94) In the ________ communication network, communication flows according to the formal organizational hierarchy, both downward and upward. A) chain B) linked C) wheel D) horizontal Answer: A Diff: 2 AACSB: Reflective thinking; Written and oral communication Learning Obj: LO 14.3: Explain how communication can flow most effectively in organizations Classification: Concept 95) In a(n) ________ communication network, all communication passes through a clearly identifiable leader to the others in a team and upward from team members to the leader. A) wheel B) all-channel C) chain D) circular Answer: A Diff: 2 AACSB: Reflective thinking; Written and oral communication Learning Obj: LO 14.3: Explain how communication can flow most effectively in organizations Classification: Concept

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96) When MediFax was a small company, information flowed freely from the sales force to all areas of the home office. This most closely represents the ________. A) wheel network B) chain network C) all-channel network D) informal network Answer: C Diff: 2 AACSB: Application of knowledge; Written and oral communication Learning Obj: LO 14.3: Explain how communication can flow most effectively in organizations Classification: Application 97) Once MediFax grew and became more mechanistic, management insisted that information flow vertically along the lines of authority. This is most representative of the ________ communications network. A) wheel B) chain C) all-channel D) circular Answer: B Diff: 2 AACSB: Application of knowledge; Written and oral communication Learning Obj: LO 14.3: Explain how communication can flow most effectively in organizations Classification: Application 98) Rick believes that it might be more effective if incoming market-based information and outgoing responses and directions were to flow through a central figure, the regional sales manager for each region. He, therefore, prefers the ________ network for communication. A) wheel B) chain C) all-channel D) informal Answer: A Diff: 2 AACSB: Application of knowledge; Written and oral communication Learning Obj: LO 14.3: Explain how communication can flow most effectively in organizations Classification: Application

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99) In the all-channel network, communication flows ________. A) downward from a strong leader to his subordinates in the work group B) in a parallel fashion until all of the members of a work group have been informed C) freely among all members of a formal work team D) through the grapevine Answer: C Diff: 2 AACSB: Reflective thinking; Written and oral communication Learning Obj: LO 14.3: Explain how communication can flow most effectively in organizations Classification: Concept 100) If a company is concerned with achieving high member satisfaction for all the participants in a network, which one of the following communication networks is best? A) chain network B) horizontal network C) wheel network D) all-channel network Answer: D Diff: 2 AACSB: Reflective thinking; Written and oral communication Learning Obj: LO 14.3: Explain how communication can flow most effectively in organizations Classification: Concept 101) Over the years, managers at Wilson's Retail have discovered that the sales staff in the retail areas have the best insights into what customers want and how they shop. Wilson's uses these insights to design its retail spaces and decide which products to stock. To make the sharing of information easier, Wilson's encourages an open communication network, where information flows freely between and among staff and managers. Which one of the following communication networks does Wilson's use? A) chain B) wheel C) all-channel D) downward Answer: C Diff: 2 AACSB: Application of knowledge; Written and oral communication Learning Obj: LO 14.3: Explain how communication can flow most effectively in organizations Classification: Application

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102) Which one of the following is true for organizational communication? A) It uses formal but not informal communication techniques. B) It includes informal communication via the grapevine. C) Information flows according to the organization's chain of command. D) It does not include interpersonal communication. Answer: B Diff: 2 AACSB: Reflective thinking; Written and oral communication Learning Obj: LO 14.3: Explain how communication can flow most effectively in organizations Classification: Concept 103) An organization's grapevine works as ________. A) a method for managers to communicate official policy B) a method for management to control the dissemination of information C) both a formal and an informal communication method D) a filter and a feedback mechanism for managers and employees Answer: D Diff: 2 AACSB: Reflective thinking; Written and oral communication Learning Obj: LO 14.3: Explain how communication can flow most effectively in organizations Classification: Concept 104) Because rumors that flow along the grapevine can never be eliminated entirely, managers can minimize the negative consequences of rumors by ________. A) ignoring them completely B) communicating openly and honestly with employees C) encouraging an all-channel communication network D) using filtering wherever possible Answer: B Diff: 2 AACSB: Reflective thinking; Written and oral communication Learning Obj: LO 14.3: Explain how communication can flow most effectively in organizations Classification: Concept 105) Employees typically engage in four types of work: ________. A) paid, volunteer, overtime, and holiday B) production, customer service, maintenance, and paperwork C) administrative, manual, computerized, and relationship D) focused work, collaboration, learning, and socialization Answer: D Diff: 3 AACSB: Reflective thinking; Written and oral communication Learning Obj: LO 14.3: Explain how communication can flow most effectively in organizations Classification: Concept

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106) Despite the company's open door policy, Victoria's office door remained closed for the better part of the day because she was performing ________. A) research B) Internet shopping C) focused work D) unauthorized personal work Answer: C Diff: 2 AACSB: Application of knowledge; Written and oral communication Learning Obj: LO 14.3: Explain how communication can flow most effectively in organizations Classification: Application 107) To increase face-to-face communication among employees, the workplace design should ________. A) maximize visibility and density B) maximize visibility and minimize density C) minimize visibility and density D) minimize visibility and maximize density Answer: A Diff: 2 AACSB: Reflective thinking; Written and oral communication Learning Obj: LO 14.3: Explain how communication can flow most effectively in organizations Classification: Concept 108) Selenius Inc. develops and tests software products. The work calls for a lot of collaboration among employees, who frequently brainstorm and bounce ideas off each other. Which one of the following workplace designs will best suit Selenius' requirements? A) an open workplace B) closed cubicles C) high partitions D) individual offices Answer: A Diff: 2 AACSB: Application of knowledge; Written and oral communication Learning Obj: LO 14.3: Explain how communication can flow most effectively in organizations Classification: Application

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109) Cartoonist Scott Adams, author of the Dilbert comic, writes of "cubicle cities," large areas with innumerable employees packed into individual workspaces separated by partial walls. In this workplace design, ________. A) privacy is assured. B) density is increased C) visibility is high D) collaboration is unlikely to happen Answer: B Diff: 3 AACSB: Analytical thinking; Written and oral communication Learning Obj: LO 14.3: Explain how communication can flow most effectively in organizations Classification: Application 110) Informal communication is organizational communication not defined by the organization's structural hierarchy. Answer: TRUE Diff: 1 AACSB: Reflective thinking; Written and oral communication Learning Obj: LO 14.3: Explain how communication can flow most effectively in organizations Classification: Concept 111) Downward communication is communication that flows from a manager to employees. Answer: TRUE Diff: 1 AACSB: Reflective thinking; Written and oral communication Learning Obj: LO 14.3: Explain how communication can flow most effectively in organizations Classification: Concept 112) Upward communication is used to inform, direct, coordinate, and evaluate employees. Answer: FALSE Diff: 2 AACSB: Reflective thinking; Written and oral communication Learning Obj: LO 14.3: Explain how communication can flow most effectively in organizations Classification: Concept 113) Communication that takes place among employees on the same organizational level is called lateral communication. Answer: TRUE Diff: 1 AACSB: Reflective thinking; Written and oral communication Learning Obj: LO 14.3: Explain how communication can flow most effectively in organizations Classification: Concept

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114) In the wheel network, the leader serves as the hub through which all communication passes. Answer: TRUE Diff: 1 AACSB: Reflective thinking; Written and oral communication Learning Obj: LO 14.3: Explain how communication can flow most effectively in organizations Classification: Concept 115) The informal organizational communication network is known as the chain. Answer: FALSE Diff: 2 AACSB: Reflective thinking; Written and oral communication Learning Obj: LO 14.3: Explain how communication can flow most effectively in organizations Classification: Concept 116) Even in an open concept work design, some space should be provided for confidential conversations. Answer: TRUE Diff: 1 AACSB: Reflective thinking; Written and oral communication Learning Obj: LO 14.3: Explain how communication can flow most effectively in organizations Classification: Concept 117) Regardless of the work design, some workspace should exist where few distractions are likely to occur. Answer: TRUE Diff: 1 AACSB: Reflective thinking; Written and oral communication Learning Obj: LO 14.3: Explain how communication can flow most effectively in organizations Classification: Concept 118) How are town hall meetings used by organizations to communicate with employees? Answer: Town hall meetings are increasingly popular informal public meetings where top executives relay information, discuss issues, or bring employees together to celebrate accomplishments. They are a form of downward communication, but also facilitate the multilateral sharing of information and solicitation of input. Diff: 3 AACSB: Reflective thinking; Written and oral communication Learning Obj: LO 14.3: Explain how communication can flow most effectively in organizations Classification: Concept

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119) Explain formal and informal communication within an organization. Answer: Communication within an organization is described as formal or informal. Formal communication refers to communication that takes place within prescribed organizational work arrangements. For example, when a manager asks an employee to complete a task, that's formal communication. Another example of formal communication occurs when an employee communicates information or a problem to his or her manager. Informal communication is organizational communication not defined by the organization's structural hierarchy. When employees talk with each other in the lunch room, as they pass in hallways, or as they're working out at the company wellness facility, they engage in informal communication. Employees form friendships and communicate with each other. The informal communication system fulfills two purposes in organizations: (1) it permits employees to satisfy their need for social interaction, and (2) it can improve an organization's performance by creating alternative, and frequently faster and more efficient, channels of communication. Diff: 3 AACSB: Reflective thinking; Written and oral communication Learning Obj: LO 14.3: Explain how communication can flow most effectively in organizations Classification: Concept 120) Describe and explain the different directions of communication flow within an organization. Answer: Downward communication flows from a manager to employees. It's used to inform, direct, coordinate, and evaluate employees. Managers use downward communication when they assign goals to their employees, provide employees with job descriptions, inform them of organizational policies and procedures, point out problems that need attention, or evaluate their performance. Upward communication flows from employees to managers who rely on their employees for information. Some examples of upward communication include performance reports prepared by employees, suggestion boxes, employee attitude surveys, grievance procedures, manageremployee discussions, and informal group sessions in which employees have the opportunity to discuss problems with their manager or representatives of top-level management. Communication that takes place among employees on the same organizational level is called lateral communication. In today's dynamic environment, horizontal communications are frequently needed to save time and facilitate coordination. Cross-functional teams rely heavily on this form of communication interaction. However, conflicts can arise if employees don't keep their managers informed about decisions they've made or actions they've taken. Diagonal communication crosses both work areas and organizational levels. Because of its efficiency and speed, diagonal communication can be beneficial. Increased e-mail use facilitates diagonal communication. In many organizations, any employee can communicate by e-mail with any other employee, regardless of organizational work area or level, even with upper-level managers. However, diagonal communication also has the potential to create problems if employees don't keep their immediate managers informed. Diff: 3 AACSB: Reflective thinking; Written and oral communication Learning Obj: LO 14.3: Explain how communication can flow most effectively in organizations Classification: Concept

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121) Briefly describe three common communication networks, or patterns of communication, that emerge in organizations. Is any one network preferable to others? If so, why? If not, what factors decide which network is best for a particular situation? Answer: The vertical and horizontal flows of organizational communication can be combined into a variety of patterns called communication networks. a. Chain network-Communication flows according to the formal chain of command, both downward and upward. If accuracy is important, the chain network works well. b. Wheel network-Communication flows between a clearly identifiable and strong leader and others in a work group or team. The leader serves as a hub through which communication passes. If having a strong, identifiable leader is important to the organization or work unit, the wheel network is the best communication network. Accuracy is also very high with the wheel network. c. All-channel network-Communication flows freely among all members of a work team. If high member satisfaction is a concern, the all-channel network is preferable. Diff: 3 AACSB: Reflective thinking; Written and oral communication Learning Obj: LO 14.3: Explain how communication can flow most effectively in organizations Classification: Concept 122) What is the role of the informal communication network in organizations? How can managers ensure that this network is beneficial to the organization? Answer: The informal organizational communication network in organizations is known as the grapevine. The grapevine is active in almost every organization. It is an important source of information for employees, many of whom hear about important matters first through rumors or gossip on the grapevine. Acting as both a filter and a feedback mechanism, it pinpoints those bewildering issues that employees consider important. More importantly, from a managerial point of view, it is possible to analyze what is happening on the grapevine-what information is being passed, how information seems to flow, and what individuals seem to be key information conduits. By staying aware of the grapevine's flow and patterns, managers can identify issues that concern employees, and, in turn, use the grapevine to disseminate important information. Because the grapevine can't be eliminated, managers should "manage" it as an important information network. Rumors that flow along the grapevine also can never be eliminated entirely. However, managers can minimize the negative consequences of rumors by communicating openly, fully, and honestly with employees, particularly in situations where employees may not like proposed or actual managerial decisions. Diff: 3 AACSB: Reflective thinking; Written and oral communication Learning Obj: LO 14.3: Explain how communication can flow most effectively in organizations Classification: Concept

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123) "The grapevine is detrimental to effective organizational communication and must be eliminated if the organization is to effectively engage its employees." Do you agree with this statement? Explain your answer. Answer: Student answers may vary. However, it is a fact that the grapevine, an informal organizational network is part of every organization. In fact, it is an important source of information for the company. This makes it imperative for companies to try to understand its dynamics. Acting as both a filter and a feedback mechanism, it pinpoints those bewildering issues that employees consider important. More importantly, from a managerial point of view, it is possible to analyze what is happening on the grapevine-what information is being passed, how information seems to flow, and what individuals seem to be key information conduits. By staying aware of the grapevine's flow and patterns, managers can identify issues that concern employees, and, in turn, use the grapevine to disseminate important information. Because the grapevine can't be eliminated, managers should "manage" it as an important information network. However, managers can minimize the negative consequences of rumors. They can do so by communicating openly, fully, and honestly with employees, particularly in situations where employees may not like proposed or actual managerial decisions. Studies show that this is likely to be effective in engaging employees. Diff: 3 AACSB: Analytical thinking; Written and oral communication Learning Obj: LO 14.3: Explain how communication can flow most effectively in organizations Classification: Critical thinking 124) A(n) ________ is a location where Internet users can gain wireless access to the Internet. A) extranet B) LAN C) intranet D) Wi-Fi hot spot Answer: D Diff: 1 AACSB: Reflective thinking; Written and oral communication; Information technology Learning Obj: LO 14.4: Describe how the Internet and social media affect managerial communication and organizations Classification: Concept 125) William says he never really gets a vacation any more. One likely explanation for his statement is ________. A) he only vacations in areas where his organization has facilities B) he works ahead before the vacation and plays catch-up when he returns C) he takes "staycations" and works on family/household projects on his time off D) IT has made it possible for people in organizations to be fully accessible at any time regardless of where they are Answer: D Diff: 3 AACSB: Application of knowledge; Written and oral communication; Information technology Learning Obj: LO 14.4: Describe how the Internet and social media affect managerial communication and organizations Classification: Application 36 Copyright © 2018 Pearson Education, Ltd.

126) Which one of the following is a disadvantage of using IT in organizational communication? A) economic drawbacks B) geographic constraints C) psychological costs D) time constraints Answer: C Diff: 2 AACSB: Reflective thinking; Written and oral communication; Information technology Learning Obj: LO 14.4: Describe how the Internet and social media affect managerial communication and organizations Classification: Concept 127) IT has significantly improved a manager's ability to monitor individual and team performance. Answer: TRUE Diff: 1 AACSB: Reflective thinking; Written and oral communication; Information technology Learning Obj: LO 14.4: Describe how the Internet and social media affect managerial communication and organizations Classification: Concept 128) One advantage of social media in business is that it can both convey information and provide a platform for group conversations about the topic. Answer: TRUE Diff: 1 AACSB: Reflective thinking; Written and oral communication; Information technology Learning Obj: LO 14.4: Describe how the Internet and social media affect managerial communication and organizations Classification: Concept 129) Although constant accessibility and the erasure of geographic constraints have been made possible by IT, it is important for managers to consider the content of the message when selecting the method of communication. Answer: TRUE Diff: 1 AACSB: Reflective thinking; Written and oral communication; Information technology Learning Obj: LO 14.4: Describe how the Internet and social media affect managerial communication and organizations Classification: Concept

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130) Though IT has improved organizational communications in recent years, ________ remains a major concern. A) timeliness B) security C) cost D) breadth potential Answer: B Diff: 1 AACSB: Reflective thinking; Written and oral communication; Information technology Learning Obj: LO 14.5: Summarize communication issues in today's organizations Classification: Concept 131) One strategy some organizations are using to improve customer service is ________. A) training through role-playing B) secret shoppers C) post-visit customer surveys D) personalization Answer: D Diff: 2 AACSB: Reflective thinking; Written and oral communication Learning Obj: LO 14.5: Summarize communication issues in today's organizations Classification: Concept 132) Suggestion boxes are a good idea, but if they are used, ________. A) managers should explain why suggestions are feasible or not B) each suggestion should be logged into a database available to all employees C) employees should be adequately rewarded for every idea they submit that is implemented D) no anonymous suggestions should be accepted Answer: A Diff: 3 AACSB: Reflective thinking; Written and oral communication Learning Obj: LO 14.5: Summarize communication issues in today's organizations Classification: Concept 133) Ethical communication involves ________. A) sharing enough information to lead the audience to a pre-determined conclusion B) withholding information that is detrimental to the organization C) including all relevant information D) refraining from denigrating one's employer on social media Answer: C Diff: 3 AACSB: Reflective thinking; Written and oral communication Learning Obj: LO 14.5: Summarize communication issues in today's organizations Classification: Concept

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134) All electronic information is inadmissible in court. Answer: FALSE Diff: 2 AACSB: Reflective thinking; Written and oral communication; Information technology Learning Obj: LO 14.5: Summarize communication issues in today's organizations Classification: Concept 135) A current and continuing concern of electronic communication is the possibility of being hacked. Answer: TRUE Diff: 1 AACSB: Reflective thinking; Written and oral communication; Information technology Learning Obj: LO 14.5: Summarize communication issues in today's organizations Classification: Concept 136) "If you can't beat 'em, join 'em" is one way to characterize the practice in which organizations promote their own social media network for their employees. Answer: TRUE Diff: 2 AACSB: Reflective thinking; Written and oral communication Learning Obj: LO 14.5: Summarize communication issues in today's organizations Classification: Concept 137) Despite the widely promoted promises, company-wide knowledge databases have not delivered the increases in effectiveness and efficiency managers expected. Answer: FALSE Diff: 2 AACSB: Reflective thinking; Written and oral communication; Information technology Learning Obj: LO 14.5: Summarize communication issues in today's organizations Classification: Concept 138) An important communication concern for the individual service provider is making sure he or she has the authority needed to deal with customers. Answer: FALSE Diff: 2 AACSB: Reflective thinking; Written and oral communication Learning Obj: LO 14.5: Summarize communication issues in today's organizations Classification: Concept 139) Plagiarism is a form of unethical communication. Answer: TRUE Diff: 1 AACSB: Reflective thinking; Written and oral communication; Ethical understanding and reasoning Learning Obj: LO 14.5: Summarize communication issues in today's organizations Classification: Concept 39 Copyright © 2018 Pearson Education, Ltd.

140) Sometimes it is important to share the truth even if the truth hurts. Answer: TRUE Diff: 2 AACSB: Reflective thinking; Written and oral communication; Ethical understanding and reasoning Learning Obj: LO 14.5: Summarize communication issues in today's organizations Classification: Concept 141) If the consequences of sharing the truth are painful to the receiver, the manager should withhold the truth. Answer: FALSE Diff: 2 AACSB: Reflective thinking; Written and oral communication; Ethical understanding and reasoning Learning Obj: LO 14.5: Summarize communication issues in today's organizations Classification: Concept 142) In a short essay, explain two main communication challenges that new technology has created. Answer: Managers are learning that new technology has created special communication challenges. The two main ones are (1) legal and security issues and (2) lack of personal interaction. Although e-mail is a quick and easy way to communicate, managers need to be aware of potential legal problems from inappropriate e-mail usage. Electronic information is potentially admissible in court. Security concerns are another issue managers face. Managers need to ensure that confidential information is kept confidential. Employee e-mails and blogs should not communicate-inadvertently or purposely-proprietary information. Corporate computer and e-mail systems should be protected against hackers (people who try to gain unauthorized access to computer systems) and spam (electronic junk mail). These are serious issues that managers and organizations must address if the benefits that communication technology offers are to be realized. Another communication challenge posed by the Internet age is the lack of personal interaction. Even when two people are communicating face-to-face, understanding is not always achieved. However, when communication takes place in a virtual environment, it can be really hard to achieve understanding and collaborate on getting work done. Some companies have gone so far as to ban e-mail on certain days of the week. Others have simply encouraged employees to collaborate more in person. Yet, there are situations and times when personal interaction isn't physically possible-when employees are spread across the continent or even across the globe. In those instances, real-time collaboration software (such as private workplace wikis, blogs, instant messengers, and other types of groupware) may be a better communication choice than sending an e-mail and waiting for a response. Diff: 3 AACSB: Reflective thinking; Written and oral communication; Information technology Learning Obj: LO 14.5: Summarize communication issues in today's organizations Classification: Concept

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143) Explain how communication can have an impact on customer satisfaction and what managers can do to improve communication. Answer: What communication takes place and how it takes place can have a significant impact on a customer's satisfaction with the service and the likelihood of being a repeat customer. Managers in service organizations need to make sure that employees who interact with customers are communicating appropriately and effectively with those customers. Managers must first recognize the three components in any service delivery process: the customer, the service organization, and the individual service provider. Each plays a role in whether communication is working. Although managers don't have a lot of control over what or how the customer communicates, they can influence the other two. An organization with a strong service culture already values taking care of customers-finding out what their needs are, meeting those needs, and following up to make sure that their needs were met satisfactorily. Each of these activities involves communication. Communication also is important to the individual service provider or contact employee. The quality of the interpersonal interaction between the customer and that contact employee does influence customer satisfaction, especially when the service encounter isn't up to expectations. People on the front line involved with those "critical service encounters" are often the first to hear about or notice service failures or breakdowns. They must decide how and what to communicate during these instances. Their ability to listen actively and communicate appropriately with the customer goes a long way in whether the situation is resolved to the customer's satisfaction or spirals out of control. Another important communication concern for the individual service provider is making sure that he or she has the information needed to deal with customers efficiently and effectively. If the service provider doesn't personally have the information, some way needs to be devised to get the information easily and promptly. Diff: 3 AACSB: Reflective thinking; Written and oral communication Learning Obj: LO 14.5: Summarize communication issues in today's organizations Classification: Concept 144) How does unethical communication impact business? What are some ways that companies communicate unethically? Answer: Unethical communication distorts the truth, manipulates audiences, or fails to include all relevant information. Companies can communicate unethically by omitting essential information. For instance, not telling employees that an impending merger is going to mean some of them will lose their jobs is unethical. It's unethical to present someone else's words or other creative product as your own. It would also be unethical to selectively misquote, misrepresent numbers, distort visuals, and fail to respect privacy or information security needs. For instance, although British Petroleum attempted to communicate openly and truthfully about the Gulf Coast oil spill in the summer of 2010, the public still felt that much of the company's communication contained some unethical elements. These feelings caused a loss of trust in BP. Diff: 3 AACSB: Ethical understanding and reasoning; Written and oral communication Learning Obj: LO 14.5: Summarize communication issues in today's organizations Classification: Concept

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145) Wilhelmina would like a raise, but every time she asks for one she is turned down. Wilhelmina should ________. A) explain why she needs the additional money B) submit her next request in writing C) go up the chain of command with her request D) improve her persuasion skills Answer: D Diff: 2 AACSB: Application of knowledge; Written and oral communication Learning Obj: LO 14.6: Discuss how to become a better communicator Classification: Application 146) Tammy often said "I seen", "we have went", and "it has ran". These phrases also appeared in her emails. Tammy wonders why she has not been given assignments with greater responsibility. What advice would you offer to Tammy? A) Seek a mentor. B) Sharpen your speaking skills. C) Find a job coach. D) Look for other employment. Answer: B Diff: 2 AACSB: Application of knowledge; Written and oral communication Learning Obj: LO 14.6: Discuss how to become a better communicator Classification: Application 147) Making the complex simple is one of the elements of effective persuasion. Answer: TRUE Diff: 1 AACSB: Reflective thinking; Written and oral communication Learning Obj: LO 14.6: Discuss how to become a better communicator Classification: Concept 148) Because of the heavy use of electronic communication methods, speaking skills have become less important. Answer: FALSE Diff: 2 AACSB: Reflective thinking; Written and oral communication Learning Obj: LO 14.6: Discuss how to become a better communicator Classification: Concept 149) It is perfectly acceptable to use abbreviations in a text message when the sender is in a hurry. Answer: FALSE Diff: 2 AACSB: Reflective thinking; Written and oral communication Learning Obj: LO 14.6: Discuss how to become a better communicator Classification: Concept 42 Copyright © 2018 Pearson Education, Ltd.

150) Discuss four areas where managers can improve their communication skills. Explain why this is important. Answer: Most managers will tell you that becoming an effective communicator is one ingredient of a successful career. Because everything a manager does involves communication, improving these skills enhances one's readiness for promotions. a. Persuasion skills enable a person to influence others to change their minds or behavior. Managers must be able to get work done through others, which sometimes means getting those others to change behaviors. Strong persuasion skills accomplish this without damaging the relationship. b. Much of a manager's communication with other employees–at all levels–is through speaking. Most of this is interpersonal, with small groups or individually. Some may be through presentations. Discomfort with public speaking holds some employees back from those desired promotions. c. Communication that doesn't involve speaking will involve writing. Millennials especially take shortcuts in their writing which is fine when texting friends and family but unacceptable in business. Improving one's writing skills makes a more professional presentation and sheds a more favorable light on the sender of emails, texts, and memos. d. Because of the sheer quantity of emails a manager receives daily, it is important that the manager read quickly and understand clearly the language used in business correspondence and articles. Knowledge of industry jargon is necessary as is a robust vocabulary of non-technical words. Failure to keep up with the plethora of messages and work-related documents places the manager at a disadvantage. Diff: 3 AACSB: Reflective thinking; Written and oral communication Learning Obj: LO 14.6: Discuss how to become a better communicator Classification: Concept

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Management, 14e, Global Edition (Robbins/Coulter) Chapter 15 Organizational Behavior 1) Individual behavior in organizations includes ________. A) strategies, norms, and roles B) attitudes, learning, and motivation C) structure, culture, and team building D) policies and procedures Answer: B Diff: 2 AACSB: Reflective thinking Learning Obj: LO 15.1: Identify the focus and goals of individual behavior within organizations Classification: Concept 2) The study of group behavior includes the study of ________. A) perception, motivation, and learning B) attitudes and personality C) norms, roles, and leadership D) organization structure and culture Answer: C Diff: 2 AACSB: Reflective thinking Learning Obj: LO 15.1: Identify the focus and goals of individual behavior within organizations Classification: Concept 3) The goals of OB are to ________. A) design, produce, and market products desired by consumers B) explain, predict, and influence behavior C) recruit, select, and retain qualified employees D) identify social, environmental, and financial issues Answer: B Diff: 2 AACSB: Reflective thinking Learning Obj: LO 15.1: Identify the focus and goals of individual behavior within organizations Classification: Concept 4) ________ is a performance measure of both the efficiency and effectiveness of employees. A) Employee productivity B) Organizational citizenship behavior C) Job satisfaction D) Employee morale Answer: A Diff: 2 AACSB: Reflective thinking Learning Obj: LO 15.1: Identify the focus and goals of individual behavior within organizations Classification: Concept 1 Copyright © 2018 Pearson Education, Ltd.

5) ________ is defined as the failure to report to work. A) Turnover B) Tardiness C) Absenteeism D) Negligence Answer: C Diff: 1 AACSB: Reflective thinking Learning Obj: LO 15.1: Identify the focus and goals of individual behavior within organizations Classification: Concept 6) Andrew has been tracking how many positions he has to fill, and how many times he fills the same position. He is concerned that so many people are leaving his organization. Andrew is concerned about ________. A) absenteeism B) employee attitudes C) turnover D) productivity Answer: C Diff: 2 AACSB: Application of knowledge Learning Obj: LO 15.1: Identify the focus and goals of individual behavior within organizations Classification: Application 7) Which one of the following is true for organizational citizenship behavior (OCB)? A) OCB is a performance measure of efficiency. B) The requirements of OCB are spelled out in employee job profiles. C) OCB is the behavior leading to permanent withdrawal from an organization. D) OCB is discretionary behavior which promotes the effective functioning of the organization. Answer: D Diff: 1 AACSB: Reflective thinking Learning Obj: LO 15.1: Identify the focus and goals of individual behavior within organizations Classification: Concept 8) Andrea closely monitors the job satisfaction of her subordinates because she believes ________. A) she will be rated in this area on her performance evaluation B) it is hard to discipline an employee because of the employee's attitude C) low satisfaction leads to counterproductive behaviors D) satisfied workers are more productive Answer: D Diff: 3 AACSB: Application of knowledge Learning Obj: LO 15.1: Identify the focus and goals of individual behavior within organizations Classification: Application 2 Copyright © 2018 Pearson Education, Ltd.

9) Organizational behavior is concerned only with group interactions. Answer: FALSE Diff: 1 AACSB: Reflective thinking Learning Obj: LO 15.1: Identify the focus and goals of individual behavior within organizations Classification: Concept 10) The goals of organizational behavior can be stated as: If you can explain it, you can predict it. If you can predict it, you can influence it. Answer: TRUE Diff: 2 AACSB: Reflective thinking; Analytical thinking Learning Obj: LO 15.1: Identify the focus and goals of individual behavior within organizations Classification: Concept 11) Organizational citizenship behavior is discretionary behavior that is not part of an employee's formal job requirements. Answer: TRUE Diff: 1 AACSB: Reflective thinking Learning Obj: LO 15.1: Identify the focus and goals of individual behavior within organizations Classification: Concept 12) Organizational citizenship behavior impacts the success of the entire organization. Answer: TRUE Diff: 2 AACSB: Reflective thinking Learning Obj: LO 15.1: Identify the focus and goals of individual behavior within organizations Classification: Concept 13) What is organizational behavior? How can the study of organizational behavior help managers? Answer: Organizational behavior is a field of study that is concerned specifically with the actions of people at work. It focuses primarily on two areas, individual behavior and group behavior. Group behavior includes norms, roles, team building, leadership, and conflict. The goals of organizational behavior are to explain, predict, and influence behavior. Managers need to be able to explain why employees engage in some behaviors rather than others, predict how employees will respond to various actions the manager might take, and influence how employees behave. Diff: 3 AACSB: Reflective thinking; Written and oral communication Learning Obj: LO 15.1: Identify the focus and goals of individual behavior within organizations Classification: Concept

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14) The three components that make up an attitude are ________ components. A) cognitive, affective, and behavioral B) active, behavioral, and adjustable C) emotional, creative, and environmental D) intentional, reactive, and adjustable Answer: A Diff: 2 AACSB: Reflective thinking Learning Obj: LO 15.2: Explain the role that attitudes play in job performance Classification: Concept 15) The component of attitude that includes beliefs and opinions is the ________ component. A) cognitive B) behavioral C) affective D) mental Answer: A Diff: 2 AACSB: Reflective thinking Learning Obj: LO 15.2: Explain the role that attitudes play in job performance Classification: Concept 16) Which component of attitude is reflected in the sentence, "This is the best way to get to our destination"? A) cognitive B) behavioral C) emotive D) affective Answer: A Diff: 2 AACSB: Analytical thinking; Application of knowledge Learning Obj: LO 15.2: Explain the role that attitudes play in job performance Classification: Application 17) The ________ component of attitude is based on emotions. A) cognitive B) behavioral C) affective D) spiritual Answer: C Diff: 2 AACSB: Reflective thinking Learning Obj: LO 15.2: Explain the role that attitudes play in job performance Classification: Concept

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18) In the statement, "The highway is very busy at 5 p.m., and is scary to drive on, so I'll wait until 7 p.m. to go home," the word "scary" represents which component of an attitude? A) cognitive B) behavioral C) practical D) affective Answer: D Diff: 2 AACSB: Application of knowledge Learning Obj: LO 15.2: Explain the role that attitudes play in job performance Classification: Application 19) When someone chooses to act in a certain way, she is demonstrating the ________ component of her attitude. A) cognitive B) behavioral C) affective D) practices Answer: B Diff: 1 AACSB: Reflective thinking Learning Obj: LO 15.2: Explain the role that attitudes play in job performance Classification: Concept 20) In the statement, "The highway is very busy at 5 p.m. and is scary to drive on, so I'll wait until 7 p.m. to go home," the phrase, "so I'll wait until 7 p.m. to go home," represents which component of an attitude? A) cognitive B) behavioral C) emotive D) affective Answer: B Diff: 2 AACSB: Application of knowledge Learning Obj: LO 15.2: Explain the role that attitudes play in job performance Classification: Application

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21) The degree to which an employee identifies with his or her job or actively participates in it refers to the employee's ________. A) job involvement B) organizational citizenship behavior C) attitude D) job satisfaction Answer: A Diff: 2 AACSB: Reflective thinking Learning Obj: LO 15.2: Explain the role that attitudes play in job performance Classification: Concept 22) The Hawthorne Studies proved that ________. A) there is a correlation between job satisfaction and productivity B) a high level of job satisfaction causes higher production C) a high level of productivity causes higher job satisfaction D) there is no relationship between job satisfaction and productivity Answer: A Diff: 3 AACSB: Reflective thinking Learning Obj: LO 15.2: Explain the role that attitudes play in job performance Classification: Concept 23) Bryan has heard that one of his best subordinates is not happy with his job and is thinking of leaving the company. Which one of the following would help Bryan retain this employee? A) Offer the employee a raise. B) Find out which work incentive the employee values most. C) Reduce the employee's workload. D) Hint at a promotion in the future if the employee stays. Answer: B Diff: 3 AACSB: Application of knowledge Learning Obj: LO 15.2: Explain the role that attitudes play in job performance Classification: Application 24) Brianne has been coming in late and producing less recently, obviously dissatisfied with her job. Her supervisor would like to know how to deal with these behaviors so they don't spread to other employees. His wisest course of action would be to ________. A) discipline her for being late B) send her to HR for employee counseling C) ignore them and hope the situation resolves itself D) discover the source of her dissatisfaction Answer: D Diff: 2 AACSB: Application of knowledge Learning Obj: LO 15.2: Explain the role that attitudes play in job performance Classification: Application 6 Copyright © 2018 Pearson Education, Ltd.

25) The degree to which an employee identifies with a particular organization and its goals and wishes to maintain membership in the organization is the employee's ________. A) job involvement B) organizational commitment C) job satisfaction D) organizational citizenship Answer: B Diff: 1 AACSB: Reflective thinking Learning Obj: LO 15.2: Explain the role that attitudes play in job performance Classification: Concept 26) Which one of the following is true for satisfied employees with high organizational commitment? A) lower rates of turnover and absenteeism B) higher rates of voluntary turnover C) higher rates of cognitive dissonance D) lower levels of job involvement Answer: A Diff: 2 AACSB: Reflective thinking Learning Obj: LO 15.2: Explain the role that attitudes play in job performance Classification: Concept 27) ________ is employees' general belief that their organization values their contribution and cares about their well-being. A) Job involvement B) Organizational commitment C) Perceived organizational support D) Organizational citizenship Answer: C Diff: 2 AACSB: Reflective thinking Learning Obj: LO 15.2: Explain the role that attitudes play in job performance Classification: Concept 28) "Cody has retired on the job" is an expression used to describe ________. A) a person approaching full retirement age B) an employee who is disengaged C) someone who draws retirement income while continuing to work D) a person on extended medical leave Answer: B Diff: 2 AACSB: Application of knowledge Learning Obj: LO 15.2: Explain the role that attitudes play in job performance Classification: Application 7 Copyright © 2018 Pearson Education, Ltd.

29) Mary dislikes having to convince prospective customers to buy products that she believes are inferior to others in the market. However, she has sales targets for all products, superior or otherwise, that she must meet in order to receive her commission. Although Mary tries to meet the target sales for all products, she is torn between her beliefs and the actions she must take. This inconsistency or incompatibility is known as ________. A) negative feedback B) difficult objectives C) cognitive dissonance D) management by objectives Answer: C Diff: 2 AACSB: Application of knowledge Learning Obj: LO 15.2: Explain the role that attitudes play in job performance Classification: Application 30) The cognitive dissonance theory proposes that the intensity of the desire to reduce dissonance is determined by ________. A) importance, influence, and rewards B) resources, commitment, and organizational structure C) stability, position, and power D) awareness, status, and punishments Answer: A Diff: 2 AACSB: Reflective thinking Learning Obj: LO 15.2: Explain the role that attitudes play in job performance Classification: Concept 31) The regular use of ________ can alert managers to potential problems and employees' intentions early enough to do something about them. A) employee engagement B) performance incentives C) employee benefit plans D) attitude surveys Answer: D Diff: 2 AACSB: Reflective thinking Learning Obj: LO 15.2: Explain the role that attitudes play in job performance Classification: Concept 32) Research indicates that satisfied employees have lower levels of turnover while dissatisfied employees have higher levels of turnover. Answer: TRUE Diff: 1 AACSB: Reflective thinking Learning Obj: LO 15.2: Explain the role that attitudes play in job performance Classification: Concept 8 Copyright © 2018 Pearson Education, Ltd.

33) Perceived organizational support is the degree to which an employee identifies with a particular organization and its goals. Answer: FALSE Diff: 1 AACSB: Reflective thinking Learning Obj: LO 15.2: Explain the role that attitudes play in job performance Classification: Concept 34) Low levels of perceived organizational support lead to lower turnover. Answer: FALSE Diff: 1 AACSB: Reflective thinking Learning Obj: LO 15.2: Explain the role that attitudes play in job performance Classification: Concept 35) The cognitive component of an attitude refers to the beliefs, opinions, knowledge, or information held by a person. Answer: TRUE Diff: 1 AACSB: Reflective thinking Learning Obj: LO 15.2: Explain the role that attitudes play in job performance Classification: Concept 36) Job satisfaction tends to increase as income increases. Answer: TRUE Diff: 1 AACSB: Reflective thinking Learning Obj: LO 15.2: Explain the role that attitudes play in job performance Classification: Concept 37) Satisfaction with one's job does not necessarily lead to lower absenteeism Answer: TRUE Diff: 2 AACSB: Reflective thinking Learning Obj: LO 15.2: Explain the role that attitudes play in job performance Classification: Concept 38) Individuals who experience low job satisfaction are more likely to leave their jobs than individuals with high job satisfaction. Answer: TRUE Diff: 1 AACSB: Reflective thinking Learning Obj: LO 15.2: Explain the role that attitudes play in job performance Classification: Concept

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39) An effective way to increase the job satisfaction of customer service representatives is to increase the level of satisfaction among customers. Answer: TRUE Diff: 2 AACSB: Reflective thinking; Analytical thinking Learning Obj: LO 15.2: Explain the role that attitudes play in job performance Classification: Concept 40) Feelings of fair treatment impact an employee's job satisfaction. Answer: TRUE Diff: 1 AACSB: Reflective thinking Learning Obj: LO 15.2: Explain the role that attitudes play in job performance Classification: Concept 41) Job satisfaction is a better predictor of voluntary turnover than organizational commitment. Answer: FALSE Diff: 2 AACSB: Reflective thinking Learning Obj: LO 15.2: Explain the role that attitudes play in job performance Classification: Concept 42) Employees with a high level of job involvement strongly identify with and really care about the kind of work they do. Answer: TRUE Diff: 1 AACSB: Reflective thinking Learning Obj: LO 15.2: Explain the role that attitudes play in job performance Classification: Concept 43) Highly engaged employees tend to have higher absenteeism but work harder when they are present. Answer: FALSE Diff: 2 AACSB: Reflective thinking Learning Obj: LO 15.2: Explain the role that attitudes play in job performance Classification: Concept 44) Cognitive dissonance is any incompatibility or inconsistency between attitudes or between behavior and attitudes. Answer: TRUE Diff: 1 AACSB: Reflective thinking Learning Obj: LO 15.2: Explain the role that attitudes play in job performance Classification: Concept

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45) Define attitudes. List and discuss the three components of attitudes and include an example of a statement that describes each component to support your answer. Answer: Attitudes are evaluative statements — either favorable or unfavorable — concerning objects, people, or events. They reflect how an individual feels about something. When a person says, "I like my job," he or she is expressing an attitude about work. The three components that make up attitudes are cognition, affect, and behavior. The cognitive component of an attitude is made up of the beliefs, opinions, knowledge, or information held by a person. The belief that "discrimination is wrong" illustrates cognition. The affective component of an attitude is the emotional or feeling part of an attitude. This component would be reflected by the statement, "I don't like Jon because he discriminates against minorities." Finally, affect can lead to behavioral outcomes. The behavioral component of an attitude refers to an intention to behave in a certain way toward someone or something. For instance, "I might choose to avoid Jon because of my feelings about him" is an example of the behavioral component of an attitude. Diff: 3 AACSB: Written and oral communication; Analytical thinking Learning Obj: LO 15.2: Explain the role that attitudes play in job performance Classification: Application 46) Explain the three components of attitude. Give an example that incorporates all three elements. Answer: An attitude is made up of cognitive, affective, and behavioral components. The cognitive component refers to the beliefs, opinions, knowledge, or information held by a person. The affective component is the emotional or feeling part. The behavioral component refers to an intention to behave in a certain way toward someone or something. [Students' examples will vary but must include all three components.] For example, Mary may believe the use of profanity has no place in business (cognitive). John tends to use profanity profusely so Mary dislikes John (affective). As a result, Mary avoids John (behavioral). Diff: 3 AACSB: Reflective thinking; Application of knowledge; Written and oral communication Learning Obj: LO 15.2: Explain the role that attitudes play in job performance Classification: Concept

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47) Explain cognitive dissonance theory in brief. Answer: Cognitive dissonance theory sought to explain the relationship between attitudes and behavior. Cognitive dissonance is any incompatibility or inconsistency between attitudes or between behavior and attitudes. The theory argued that inconsistency is uncomfortable and that individuals will try to reduce the discomfort and thus, the dissonance. How people cope with cognitive dissonance depends on several factors. The theory proposed that how hard we'll try to reduce dissonance is determined by three things: (1) the importance of the factors creating the dissonance, (2) the degree of influence the individual believes he or she has over those factors, and (3) the rewards that may be involved in dissonance. If the factors creating the dissonance are relatively unimportant, the pressure to correct the inconsistency will be low. However, if those factors are important, individuals may change their behavior, conclude that the dissonant behavior isn't so important, change their attitude, or identify compatible factors that outweigh the dissonant ones. How much influence individuals believe they have over the factors also affects their reaction to the dissonance. If they perceive the dissonance is something about which they have no choice, they won't be receptive to attitude change or feel a need to do so. If, for example, the dissonanceproducing behavior was required as a result of a manager's order, the pressure to reduce dissonance would be less than if the behavior had been performed voluntarily. Although dissonance exists, it can be rationalized and justified by the need to follow the manager's ordersthat is, the person had no choice or control. Finally, rewards also influence the degree to which individuals are motivated to reduce dissonance. Coupling high dissonance with high rewards tends to reduce the discomfort by motivating the individual to believe that there is consistency. Diff: 3 AACSB: Reflective thinking; Written and oral communication Learning Obj: LO 15.2: Explain the role that attitudes play in job performance Classification: Concept 48) In the Myers-Briggs Type Indicator (MBTI), "sensing" personality types are those who ________. A) like solving new problems and dislike doing the same thing over and over again B) use reason and logic to handle problems C) have a high need for closure and show patience with routine details D) see the big picture and dislike routine Answer: C Diff: 2 AACSB: Reflective thinking Learning Obj: LO 15.3: Describe different personality theories Classification: Concept

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49) As a manager, if you prefer to have a harmonious work environment and dislike reprimanding your subordinates, you would probably score high on the ________ aspect of the MBTI®. A) perception B) thinking C) intuition D) feeling Answer: D Diff: 1 AACSB: Reflective thinking Learning Obj: LO 15.3: Describe different personality theories Classification: Concept 50) Which one of the following is true according to the MBTI®? A) Introverted types are practical and prefer routine and order. B) Feeling types use reason and logic to handle problems. C) Perceiving types are rigid and structured. D) Judging types want control and prefer their world to be ordered. Answer: D Diff: 3 AACSB: Reflective thinking Learning Obj: LO 15.3: Describe different personality theories Classification: Concept 51) If your boss could be described as flexible, adaptable, and tolerant, he or she would probably score high on which one of the following aspects of the MBTI®? A) extraversion B) sensing C) feeling D) perceiving Answer: D Diff: 2 AACSB: Application of knowledge Learning Obj: LO 15.3: Describe different personality theories Classification: Application 52) If you are a good planner and purposeful, you would probably score high on the ________ trait of MBTI®. A) thinking B) perceiving C) introversion D) judging Answer: D Diff: 2 AACSB: Reflective thinking Learning Obj: LO 15.3: Describe different personality theories Classification: Concept 13 Copyright © 2018 Pearson Education, Ltd.

53) Sandy is very good at precise work. She does not tire of repetitive work as easily as some of the others. However, when faced with a new problem that requires an innovative solution, her performance is not satisfactory. Sandy's personality is likely to be classified as a(n) ________ type. A) sensing B) feeling C) introvert D) intuitive Answer: A Diff: 3 AACSB: Application of knowledge Learning Obj: LO 15.3: Describe different personality theories Classification: Application 54) Alan's temperament is not well-suited to being a researcher. He tends to dislike doing the same thing twice and has no patience to sort out information step-by-step. As a result, he often jumps to conclusions. Alan is most likely a(n) ________ type of personality. A) sensing B) feeling C) introversion D) intuition Answer: D Diff: 3 AACSB: Application of knowledge Learning Obj: LO 15.3: Describe different personality theories Classification: Application 55) George gets along well with most people in the team. He is good at his job but needs to be reassured once in a while. Another of George's traits is that he is always trying to keep everyone happy. George can be described as a(n) ________ personality. A) sensing B) feeling C) introverted D) intuitive Answer: B Diff: 3 AACSB: Application of knowledge Learning Obj: LO 15.3: Describe different personality theories Classification: Application

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56) Doug is purposeful and an excellent planner. One thing that his team admires him for is his ability to sift through a whole lot of information to extract precisely what is needed for a job at hand. He is also a quick decision maker. Which one of the following personality types does Doug fit into? A) sensing B) perceptive C) extraverted D) judging Answer: D Diff: 3 AACSB: Application of knowledge Learning Obj: LO 15.3: Describe different personality theories Classification: Application 57) The Big Five Model of personality includes ________. A) intuition B) judgment C) perception D) extraversion Answer: D Diff: 2 AACSB: Reflective thinking Learning Obj: LO 15.3: Describe different personality theories Classification: Concept 58) In the Big Five Model of personality, ________ refers to the degree to which someone is good-natured, cooperative, and trusting. A) extraversion B) agreeableness C) conscientiousness D) emotional stability Answer: B Diff: 2 AACSB: Reflective thinking Learning Obj: LO 15.3: Describe different personality theories Classification: Concept

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59) In the Big Five Model of personality, conscientiousness refers to ________. A) the degree to which someone is calm, enthusiastic, and secure (positive) or tense, nervous, depressed, and insecure (negative) B) the degree to which someone is sociable, talkative, assertive, and comfortable in relationships with others C) the degree to which someone is reliable, responsible, dependable, persistent, and achievement oriented D) the degree of influence the individual believes he or she has over certain factors Answer: C Diff: 2 AACSB: Reflective thinking Learning Obj: LO 15.3: Describe different personality theories Classification: Concept 60) According to the Big Five Model of personality, a person who has a wide range of interests and is imaginative, fascinated with novelty, artistically sensitive, and intellectual is described as ________. A) conscientious B) extraverted C) emotionally stable D) open to experience Answer: D Diff: 1 AACSB: Reflective thinking Learning Obj: LO 15.3: Describe different personality theories Classification: Concept 61) Darren enjoys many genres of music and art. He has visited several European countries. It is very likely Darren is high in ________. A) emotional stability B) openness to experience C) conscientiousness D) agreeableness Answer: B Diff: 2 AACSB: Application of knowledge Learning Obj: LO 15.3: Describe different personality theories Classification: Application

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62) It is very difficult to ruffle Doreen's feathers. She has been called a rock, steadfast, slow to anger, calm in the middle of the storm. Doreen is high in ________. A) emotional stability B) sensing C) conscientiousness D) thinking Answer: A Diff: 2 AACSB: Application of knowledge Learning Obj: LO 15.3: Describe different personality theories Classification: Application 63) A manager makes decisions very quickly and requires little information for making the decisions. Which of the following is a likely reason for this? A) The manager has low self-esteem. B) The manager is high in self-management. C) The manager is high in emotional stability. D) The manager is high in risk-taking. Answer: D Diff: 2 AACSB: Reflective thinking Learning Obj: LO 15.3: Describe different personality theories Classification: Concept 64) When coworkers need help, they ask Edwina. She seems to know more about the job than everyone. She graduated with high honors from college and continues to learn all she can about a variety of interests. Edwina would score high in ________. A) openness to experience B) perception C) thinking D) conscientiousness Answer: D Diff: 2 AACSB: Application of knowledge Learning Obj: LO 15.3: Describe different personality theories Classification: Application

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65) Edward is the cheerleader type, always smiling, never makes an unkind statement, always looks for the good in people and situations. Edward is high in ________. A) emotional stability B) feeling C) agreeableness D) perception Answer: C Diff: 2 AACSB: Application of knowledge Learning Obj: LO 15.3: Describe different personality theories Classification: Application 66) If you believe that you control your own destiny, which one of the following personality traits are you likely to possess? A) external locus of control B) risk aversion C) high self-esteem D) internal locus of control Answer: D Diff: 1 AACSB: Reflective thinking Learning Obj: LO 15.3: Describe different personality theories Classification: Concept 67) A person who believes that what happens to him is due to luck or chance is said to have a(n) ________. A) internal locus of control B) Machiavellian personality C) external locus of control D) self-monitoring personality Answer: C Diff: 1 AACSB: Reflective thinking Learning Obj: LO 15.3: Describe different personality theories Classification: Concept 68) According to research, employees who have a high internal locus of control ________. A) exhibit more satisfaction with their jobs than externals B) are more alienated from their work setting than externals C) are less involved in their jobs as compared to externals D) blame their bosses for poor performance more often than externals Answer: A Diff: 1 AACSB: Reflective thinking Learning Obj: LO 15.3: Describe different personality theories Classification: Concept 18 Copyright © 2018 Pearson Education, Ltd.

69) The words "I am the master of my fate, I am the captain of my soul" are consistent with someone who ________ A) is high in openness to experience B) has an internal locus of control C) has an external locus of control D) is out of control Answer: B Diff: 2 AACSB: Application of knowledge Learning Obj: LO 15.3: Describe different personality theories Classification: Application 70) Peter, an assistant manager, exhibits a distinct lack of emotional involvement with his colleagues and subordinates. His entire focus is on achieving the goals he sets, no matter what course he has to take to get there. These traits lead an observer to conclude that Peter ________. A) is high in Machiavellianism B) has low self-esteem C) is high in self-monitoring D) has an internal locus of control Answer: A Diff: 3 AACSB: Application of knowledge Learning Obj: LO 15.3: Describe different personality theories Classification: Application 71) An individual who is high in ________ is pragmatic, maintains emotional distance, and believes that ends can justify means. A) self-esteem B) Machiavellianism C) self-monitoring D) risk taking Answer: B Diff: 1 AACSB: Reflective thinking Learning Obj: LO 15.3: Describe different personality theories Classification: Concept

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72) Which one of the following is true of a person who believes that "the ends justify the means"? A) He is likely to be low on self-confidence. B) He is likely to be high in Machiavellianism. C) He is likely to have an external locus of control. D) He is likely to be risk averse. Answer: B Diff: 1 AACSB: Reflective thinking Learning Obj: LO 15.3: Describe different personality theories Classification: Concept 73) Though clearly capable, Martina does not seem very confident of herself. She is always unsure of whether she can handle assignments that are difficult and as a result ends up choosing jobs that are fairly straightforward and involve routine work. She is also susceptible to evaluations from other people. Martina seems to have ________. A) high cognitive dissonance B) a high Machiavellianism score C) low self-monitoring D) low self-esteem Answer: D Diff: 2 AACSB: Application of knowledge Learning Obj: LO 15.3: Describe different personality theories Classification: Application 74) If you like yourself, then your personality would be described as having ________. A) an internal locus of control B) a high Machiavellianism score C) high self-esteem D) an external locus of control Answer: C Diff: 2 AACSB: Reflective thinking Learning Obj: LO 15.3: Describe different personality theories Classification: Concept 75) People with high self-esteem ________. A) are more prone to conform to the beliefs of those they respect B) are more likely to seek approval from others C) are more likely to take unpopular stands D) are more susceptible to external influence Answer: C Diff: 1 AACSB: Reflective thinking Learning Obj: LO 15.3: Describe different personality theories Classification: Concept 20 Copyright © 2018 Pearson Education, Ltd.

76) ________ is a personality trait that measures an individual's ability to adjust his or her behavior according to external situational factors. A) Self-awareness B) Self-esteem C) Self-monitoring D) Self-management Answer: C Diff: 3 AACSB: Reflective thinking Learning Obj: LO 15.3: Describe different personality theories Classification: Concept 77) A person who can adapt and adjust behavior to external factors has ________. A) low self-esteem B) an internal locus of control C) high self-monitoring D) high risk-taking ability Answer: C Diff: 1 AACSB: Reflective thinking Learning Obj: LO 15.3: Describe different personality theories Classification: Concept 78) Sarah, the floor supervisor, seems to be a different person depending on whom she is with and what the situation demands. She has the ability to adjust her behavior as and when required. This indicates that she ________. A) has low self-esteem B) is low on Machiavellianism C) has a high need for affiliation D) is high in self-monitoring Answer: D Diff: 3 AACSB: Application of knowledge Learning Obj: LO 15.3: Describe different personality theories Classification: Application

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79) Kevin is a whirlwind as a research and development supervisor. His colleagues are surprised that even though he makes decisions very quickly and always with less information than others, his decisions are as good as anybody else's. This information implies that Kevin has ________. A) high intuition B) high Machiavellianism C) high risk-taking ability D) low cognitive dissonance Answer: C Diff: 3 AACSB: Application of knowledge Learning Obj: LO 15.3: Describe different personality theories Classification: Application 80) Individuals with a Type ________ personality impose deadlines on themselves, generally emphasizing quantity over quality. A) A B) B C) X D) Y Answer: A Diff: 2 AACSB: Reflective thinking Learning Obj: LO 15.3: Describe different personality theories Classification: Concept 81) People who identify opportunities, show initiative, take action, and persevere until meaningful change occurs are said to have ________ personalities. A) proactive B) self-aware C) reactive D) agreeable Answer: A Diff: 1 AACSB: Reflective thinking Learning Obj: LO 15.3: Describe different personality theories Classification: Concept

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82) The rest of the world sees problems; Martin sees opportunity. He made money in real estate and lost it when the recession hit. But soon he found another way to earn a living and has become wealthy again. Martin is high in ________. A) self-esteem B) Machiavellianism C) positive psychological capital D) resilience Answer: D Diff: 2 AACSB: Application of knowledge Learning Obj: LO 15.3: Describe different personality theories Classification: Application 83) Emotional intelligence has been shown to be ________. A) negatively related to job performance at all levels B) negatively related to job performance in middle management only C) positively related to job performance only in mechanistic organizations D) positively related to job performance at all levels Answer: D Diff: 2 AACSB: Reflective thinking Learning Obj: LO 15.3: Describe different personality theories Classification: Concept 84) The ability to sense how others are feeling is known as ________. A) agreeableness B) empathy C) sympathy D) relationship management Answer: B Diff: 3 AACSB: Reflective thinking Learning Obj: LO 15.3: Describe different personality theories Classification: Concept 85) Holland's theory proposes that satisfaction is highest and turnover lowest when ________. A) the locus of control is internal B) an employee is social and realistic C) personality and occupation are compatible D) an employee can adjust behavior to external factors Answer: C Diff: 2 AACSB: Reflective thinking Learning Obj: LO 15.3: Describe different personality theories Classification: Concept

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86) What is a key point of Holland's theory? A) There are no intrinsic differences in personality among individuals. B) All jobs are relatively the same, it is personality types that differ. C) People in job environments compatible with their personality types should be more satisfied. D) Employee turnover is highest when personality and occupation are compatible. Answer: C Diff: 2 AACSB: Reflective thinking Learning Obj: LO 15.3: Describe different personality theories Classification: Concept 87) Bridget prefers rule-regulated, orderly, and unambiguous activities. She doesn't have a lot of imagination but could be described as conforming and efficient. Which one of the following describes Bridget's personality? A) anti-social B) dull C) conservative D) conventional Answer: D Diff: 2 AACSB: Application of knowledge Learning Obj: LO 15.3: Describe different personality theories Classification: Application 88) There is ample evidence to support the validity of the Myers-Briggs Type Indicator as a measure of personality. Answer: FALSE Diff: 2 AACSB: Reflective thinking Learning Obj: LO 15.3: Describe different personality theories Classification: Concept 89) Extraversion is the degree to which someone is sociable, talkative, assertive, and comfortable in relationships with others. Answer: TRUE Diff: 1 AACSB: Reflective thinking Learning Obj: LO 15.3: Describe different personality theories Classification: Concept 90) In the Big Five Model, emotional security was found to be positively related to job performance. Answer: FALSE Diff: 2 AACSB: Reflective thinking Learning Obj: LO 15.3: Describe different personality theories Classification: Concept 24 Copyright © 2018 Pearson Education, Ltd.

91) Understanding the personality traits assessed by the MBTI® helps managers understand the way people interact and solve problems. Answer: TRUE Diff: 1 AACSB: Reflective thinking Learning Obj: LO 15.3: Describe different personality theories Classification: Concept 92) The one trait most likely to predict job performance is emotional stability. Answer: FALSE Diff: 2 AACSB: Reflective thinking Learning Obj: LO 15.3: Describe different personality theories Classification: Concept 93) A person who rates as being high in Machiavellianism would use any means to accomplish a task. Answer: TRUE Diff: 1 AACSB: Reflective thinking Learning Obj: LO 15.3: Describe different personality theories Classification: Concept 94) Individuals with low self-esteem are more susceptible to external influence than are people with high self-esteem. Answer: TRUE Diff: 1 AACSB: Reflective thinking Learning Obj: LO 15.3: Describe different personality theories Classification: Concept 95) High self-monitors can't adjust their behavior and there's high behavioral consistency between who they are and what they do. Answer: FALSE Diff: 1 AACSB: Reflective thinking Learning Obj: LO 15.3: Describe different personality theories Classification: Concept 96) Emotional intelligence appears to be relevant for positions that must work in isolation. Answer: FALSE Diff: 2 AACSB: Reflective thinking Learning Obj: LO 15.3: Describe different personality theories Classification: Concept

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97) Matching personalities of employees with the requirements of particular jobs leads to organizational success. Answer: TRUE Diff: 2 AACSB: Reflective thinking Learning Obj: LO 15.3: Describe different personality theories Classification: Concept 98) Describe the Big Five Model. List and discuss the five personality traits that are based on the Big Five Model of personality. Answer: In recent years, research has shown that the five basic personality dimensions of the Big Five Model underlie all others and encompass most of the significant variation in human personality. The Big Five provide more than just a personality framework. Research has shown that important relationships exist between these personality dimensions and job performance. a. Extraversion-the degree to which someone is sociable, talkative, and assertive. b. Agreeableness-the degree to which someone is good-natured, cooperative, and trusting. c. Conscientiousness-the degree to which someone is responsible, dependable, persistent, and achievement oriented. d. Emotional stability-the degree to which someone is calm, enthusiastic, and secure (positive) or tense, nervous, depressed, and insecure (negative). e. Openness to experience-the degree to which someone is imaginative, artistically sensitive, and intellectual. Diff: 3 AACSB: Reflective thinking; Written and oral communication Learning Obj: LO 15.3: Describe different personality theories Classification: Concept

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99) In a short essay, list and discuss five personality traits (not the Big Five) that have proven to be powerful in explaining individual behavior in organizations. Answer: a. People with an internal locus of control believe that they control their own fate. Those with an external locus of control see themselves as pawns, believing that what happens to them in their lives is due to luck or chance. Research evidence indicates that employees who rate high on externality are less satisfied with their jobs, more alienated from the work setting, and less involved in their jobs than are those who rate high on internality. b. A high-Machiavellian person is pragmatic, maintains emotional distance, and believes that ends can justify means. In jobs that require bargaining skills or that have substantial rewards for winning, high Machs are productive. In jobs in which ends do not justify the means or that lack absolute measures of performance, it's difficult to predict the performance of high Machs. c. People differ in the degree to which they like themselves. This trait, called self-esteem is directly related to expectations for success. High SEs believe they possess the ability to succeed at work. High SEs will take more risks in job selection and are more likely to choose unconventional jobs than are people with low SE. High SEs are more satisfied with their jobs. d. High self-monitors are very sensitive to external cues and can behave differently in different situations. They are capable of presenting striking contradictions between their public persona and their private selves. Low self-monitors cannot adjust their behavior. They tend to display their true dispositions and attitudes in every situation, and there's high behavioral consistency between who they are and what they do. e. People differ in their willingness to take chances. Differences in the propensity to assume risk have been shown to affect how long it takes managers to make a decision and how much information they require before making their choice. To maximize organizational effectiveness, managers should try to align employee risk-taking propensity with specific job demands. Diff: 3 AACSB: Reflective thinking; Written and oral communication Learning Obj: LO 15.3: Describe different personality theories Classification: Concept 100) ________ is the process of organizing and interpreting sensory impressions to give meaning to the environment. A) Attribution B) Selection C) Cognition D) Perception Answer: D Diff: 2 AACSB: Reflective thinking Learning Obj: LO 15.4: Describe perception and factors that influence it Classification: Concept

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101) ________ theory explains how we judge people differently depending on what meaning we ascribe to a given behavior. A) Perception B) Behavior C) Attribution D) Stereotype Answer: C Diff: 2 AACSB: Reflective thinking Learning Obj: LO 15.4: Describe perception and factors that influence it Classification: Concept 102) If everyone who's faced with a similar situation responds in the same way, we can say the behavior shows ________. A) reliability B) consistency C) consensus D) internal attribution Answer: C Diff: 2 AACSB: Reflective thinking Learning Obj: LO 15.4: Describe perception and factors that influence it Classification: Concept 103) People say she will be late for her own funeral. It doesn't matter whether it's a team meeting or a meeting with her son's teacher, Malinda will be late. But she always has a plausible reason, one that is never her fault. Malinda's behavior shows ________. A) high distinctiveness B) low distinctiveness C) high consensus D) low consensus Answer: B Diff: 3 AACSB: Application of knowledge Learning Obj: LO 15.4: Describe perception and factors that influence it Classification: Application

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104) People in the accounting department generally arrive 15 minutes early. So does Valerie, who is late today. This situation shows ________. A) high consensus B) low consensus C) high consistency D) low consistency Answer: A Diff: 3 AACSB: Analytical thinking; Application of knowledge Learning Obj: LO 15.4: Describe perception and factors that influence it Classification: Application 105) Underestimating the influence of external factors and overestimating the influence of internal factors when making judgments about others is known as the ________. A) fundamental attribution error B) self-serving bias C) locus of control error D) halo effect Answer: A Diff: 2 AACSB: Reflective thinking Learning Obj: LO 15.4: Describe perception and factors that influence it Classification: Concept 106) "He could do it if he wanted to. He just doesn't like that part of his job, that's all." A statement like this from a supervisor indicates ________. A) locus of control error B) the horn effect C) a halo effect D) a fundamental attribution error Answer: D Diff: 3 AACSB: Application of knowledge Learning Obj: LO 15.4: Describe perception and factors that influence it Classification: Application

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107) ________ is the tendency for individuals to attribute their own successes to internal factors such as ability or effort while putting the blame for personal failure on external factors such as luck. A) Locus of control error B) Stereotyping C) Fundamental attribution error D) Self-serving bias Answer: D Diff: 2 AACSB: Reflective thinking Learning Obj: LO 15.4: Describe perception and factors that influence it Classification: Concept 108) In ________, the observer's perception of others is influenced more by the observer's own characteristics than by those of the person observed. A) stereotyping B) self-serving bias C) assumed similarity D) the halo effect Answer: C Diff: 2 AACSB: Reflective thinking Learning Obj: LO 15.4: Describe perception and factors that influence it Classification: Concept 109) James, a new manager, is a very hard-working. He believes that people who are hardworking will always make sure that the work gets done on time. Even when he is out of the office, he supposes that his subordinates are working diligently because he works diligently most of the time. James's perceptions of his employees are based on ________. A) stereotyping B) selective perception C) halo effect D) assumed similarity Answer: D Diff: 3 AACSB: Application of knowledge Learning Obj: LO 15.4: Describe perception and factors that influence it Classification: Application

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110) Anne prefers one-page memos with only the main points of the issue. As a manager, she has limited amounts of time to read about internal problems. So when she prepares memos for her boss, she provides a brief outline of the situation to spare her boss the agony of having to read the boring details. Anne has succumbed to ________. A) the liking effect B) assumed similarity C) the halo effect D) stereotyping Answer: B Diff: 3 AACSB: Application of knowledge Learning Obj: LO 15.4: Describe perception and factors that influence it Classification: Application 111) When people judge someone on the basis of their perception of a group to which that person belongs, they are using the shortcut called ________. A) stereotyping B) self-serving bias C) assumed similarity D) the halo effect Answer: A Diff: 1 AACSB: Reflective thinking Learning Obj: LO 15.4: Describe perception and factors that influence it Classification: Concept 112) "Everyone knows Plutonians are sneaky little wretches who will steal you blind if you aren't careful. Polly is a Plutonian. Therefore, Polly is a thief." This line of reasoning is typical of ________. A) group association B) assumed similarity C) stereotyping D) the halo effect Answer: C Diff: 3 AACSB: Application of knowledge Learning Obj: LO 15.4: Describe perception and factors that influence it Classification: Application

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113) Bill, a manager at a consulting firm, has been keenly analyzing the performance of a new recruit who turns out to be extremely intelligent. He concludes that she will be a good manager in the future even though her interpersonal skills are not half as impressive. This conclusion on Bill's part seems to be the result of ________. A) stereotyping B) selective perception C) the halo effect D) assumed similarity Answer: C Diff: 3 AACSB: Application of knowledge Learning Obj: LO 15.4: Describe perception and factors that influence it Classification: Application 114) By using ________, we form a general impression about a person based on only a single characteristic, such as intelligence or appearance. A) stereotyping B) selectivity C) the halo effect D) assumed similarity Answer: C Diff: 1 AACSB: Reflective thinking Learning Obj: LO 15.4: Describe perception and factors that influence it Classification: Concept 115) During the interview Ken was so impressed with Barbie's knowledge of aesthetic engineering he offered her the job on the spot. Unfortunately her job performance did not meet his expectations. Ken may have fallen victim to ________. A) selective perception B) stereotyping C) assumed similarity D) the halo effect Answer: D Diff: 3 AACSB: Application of knowledge Learning Obj: LO 15.4: Describe perception and factors that influence it Classification: Application 116) There is no reality beyond perception; we interpret what we see and call it reality. Answer: TRUE Diff: 2 AACSB: Reflective thinking Learning Obj: LO 15.4: Describe perception and factors that influence it Classification: Concept

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117) The age of the perceiver can influence the perceiver's perceptions. Answer: TRUE Diff: 2 AACSB: Reflective thinking Learning Obj: LO 15.4: Describe perception and factors that influence it Classification: Concept 118) Consensus refers to whether an individual displays different behaviors in different situations. Answer: FALSE Diff: 1 AACSB: Reflective thinking Learning Obj: LO 15.4: Describe perception and factors that influence it Classification: Concept 119) When we make judgments about the behavior of other people, we tend to underestimate the influence of external factors and to overestimate the influence of internal factors. This tendency is called the self-serving bias. Answer: FALSE Diff: 1 AACSB: Reflective thinking Learning Obj: LO 15.4: Describe perception and factors that influence it Classification: Concept 120) "All attractive people are productive. Abigail is attractive; therefore, Abigail is productive." This is an example of the halo effect. Answer: FALSE Diff: 3 AACSB: Application of knowledge Learning Obj: LO 15.4: Describe perception and factors that influence it Classification: Application

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121) In a short essay, list and discuss three shortcuts frequently used in judging others. Discuss the impact these shortcuts have on the management of employees. Answer: Perceiving and interpreting people's behavior is a lot of work, so we use shortcuts to make the task more manageable. These techniques can be valuable when they let us make accurate interpretations quickly and provide valid data for making predictions. However, they aren't perfect. It's easy to judge others if we assume that they're similar to us. In assumed similarity, the observer's perception of others is influenced more by the observer's own characteristics than by those of the person observed. When we judge someone on the basis of our perception of a group he or she is part of, stereotyping is the shortcut being used. When individuals form a general impression about a person on the basis of a single characteristic, such as intelligence, sociability, or appearance, the halo effect is the influencing factor. Managers need to recognize that their employees react to perceptions, not to reality. So whether a manager's appraisal of an employee is actually objective and unbiased or whether the organization's wage levels are among the highest in the community is less relevant than what employees perceive them to be. If individuals perceive appraisals to be biased or wage levels as low, they will behave as if those conditions actually exist. Employees organize and interpret what they see, so there is always the potential for perceptual distortion. Diff: 3 AACSB: Reflective thinking; Written and oral communication Learning Obj: LO 15.4: Describe perception and factors that influence it Classification: Concept 122) Operant conditioning argues that ________. A) behavior is learned through observation B) all behavior has unintended consequences C) behavior patterns are established in childhood D) behavior is a function of its consequences Answer: D Diff: 3 AACSB: Reflective thinking Learning Obj: LO 15.5: Discuss learning theories and their relevance in shaping behavior Classification: Concept 123) ________ behavior is voluntary or learned behavior. A) Reflexive B) Dissonant C) Operant D) Reactive Answer: C Diff: 1 AACSB: Reflective thinking Learning Obj: LO 15.5: Discuss learning theories and their relevance in shaping behavior Classification: Concept 34 Copyright © 2018 Pearson Education, Ltd.

124) Donna has just moved to the city from a small town and gets a job as an assistant in a law firm. Not being very familiar with the way things work in the corporate world, she watches her colleagues closely and tries to learn from their mistakes and achievements. This can be described as ________. A) motor reproduction B) positive reinforcement C) reflexive learning D) social learning Answer: D Diff: 3 AACSB: Application of knowledge Learning Obj: LO 15.5: Discuss learning theories and their relevance in shaping behavior Classification: Application 125) The influence of models depends on how well an individual remembers the model's behavior. This refers to the individual's ________. A) retention process B) motor reproduction process C) attentional process D) observational skills Answer: A Diff: 2 AACSB: Reflective thinking Learning Obj: LO 15.5: Discuss learning theories and their relevance in shaping behavior Classification: Concept 126) After watching a behavior in a social learning situation, a person can demonstrate learning by performing the behavior. This is known as learning by ________. A) retention B) motor reproduction C) operant conditioning D) reinforcement Answer: B Diff: 1 AACSB: Reflective thinking Learning Obj: LO 15.5: Discuss learning theories and their relevance in shaping behavior Classification: Concept

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127) When a manager molds an individual's behavior by guiding his or her learning in graduated steps, he is using ________. A) retention processes B) motor reproduction processes C) programmed learning D) shaping processes Answer: D Diff: 2 AACSB: Reflective thinking Learning Obj: LO 15.5: Discuss learning theories and their relevance in shaping behavior Classification: Concept 128) If an employee does not exhibit a desired behavior, a manager might use ________. A) negative reinforcement to increase the recurrence of the behavior B) shaping to guide the employee to learn the desired behavior C) positive reinforcement by reducing the threat of a punishment D) programmed learning to encourage positive results Answer: B Diff: 2 AACSB: Reflective thinking Learning Obj: LO 15.5: Discuss learning theories and their relevance in shaping behavior Classification: Concept 129) "Any additional violations of company policy will result in escalating disciplinary action up to and including termination." This statement found on many corrective action forms, is an example of ________. A) positive reinforcement B) negative reinforcement C) punishment D) extinction Answer: B Diff: 3 AACSB: Application of knowledge Learning Obj: LO 15.5: Discuss learning theories and their relevance in shaping behavior Classification: Application

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130) She was only three but already had a temper. Her favorite outburst was to stomp her foot. So her mother made her stomp and stomp and stomp until there was no more stomping left in her. This mother was using ________ to alter her daughter's behavior. A) positive reinforcement B) negative reinforcement C) punishment D) extinction Answer: C Diff: 3 AACSB: Application of knowledge Learning Obj: LO 15.5: Discuss learning theories and their relevance in shaping behavior Classification: Application 131) Eliminating any reinforcement that's maintaining an undesirable behavior is called ________. A) elimination B) extinction C) punishment D) extraction Answer: B Diff: 2 AACSB: Reflective thinking Learning Obj: LO 15.5: Discuss learning theories and their relevance in shaping behavior Classification: Concept 132) The toddler knew if he held his breath his parents would yield to his demands. But this time they returned to their newspapers and gave the child no further notice. These parents were engaging in ________. A) positive reinforcement B) negative reinforcement C) punishment D) extinction Answer: D Diff: 3 AACSB: Application of knowledge Learning Obj: LO 15.5: Discuss learning theories and their relevance in shaping behavior Classification: Application 133) Operant behavior is reflexive or unlearned behavior. Answer: FALSE Diff: 1 AACSB: Reflective thinking Learning Obj: LO 15.5: Discuss learning theories and their relevance in shaping behavior Classification: Concept

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134) Operant conditioning happens when we take any sort of action. Answer: FALSE Diff: 1 AACSB: Reflective thinking Learning Obj: LO 15.5: Discuss learning theories and their relevance in shaping behavior Classification: Concept 135) The influence that models have on an individual is determined by the amount of attention the model gives to the learner. Answer: FALSE Diff: 2 AACSB: Reflective thinking Learning Obj: LO 15.5: Discuss learning theories and their relevance in shaping behavior Classification: Concept 136) Both positive and negative reinforcement result in learning. Answer: TRUE Diff: 1 AACSB: Reflective thinking Learning Obj: LO 15.5: Discuss learning theories and their relevance in shaping behavior Classification: Concept 137) Define learning and explain the two learning theories that are relevant to understanding how and why individual behavior occurs. Answer: Learning is any relatively permanent change in behavior that occurs as a result of experience. The two learning theories relevant to understanding how and why individual behavior occurs are operant conditioning and social learning. Operant conditioning argues that behavior is a function of its consequences. People learn to behave to get something they want or to avoid something they don't want. Operant behavior describes voluntary, or learned, behavior in contrast to reflexive or unlearned behavior. The tendency to repeat learned behavior is influenced by the reinforcement or lack of reinforcement that happens as a result of the behavior. Reinforcement, therefore, strengthens a behavior and increases the likelihood that it will be repeated. The view that we can learn both through observation and direct experience is called social learning theory. The influence of others is central to the social learning viewpoint. The amount of influence that these models will have on an individual is determined by four processes: attentional processes, retention processes, motor reproduction processes, and reinforcement processes. Diff: 3 AACSB: Reflective thinking; Written and oral communication Learning Obj: LO 15.5: Discuss learning theories and their relevance in shaping behavior Classification: Concept

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138) Richard is the manager of the sales department in his company. He notices that several of the salespeople reporting to him are taking it easy. Their focus is to just meet the sales target and take no extra initiative to improve sales or their individual performances. As a result, the department's performance is declining. Explain how Richard can encourage his salespeople to improve their performances using the shaping techniques. Answer: Student answers may vary. The tendency to repeat learned behavior is influenced by reinforcement or lack of reinforcement that happens as a result of the behavior. Reinforcement strengthens a behavior and increases the likelihood that it will be repeated. Lack of reinforcement weakens a behavior and lessens the likelihood that it will be repeated. When a behavior is followed by something pleasant, it's called positive reinforcement. Positive reinforcement increases the likelihood that the desired behavior will be repeated. To positively reinforce good performances, Richard can offer an incentive for each sale above a certain target. Rewarding a response by eliminating or withdrawing something unpleasant is negative reinforcement. To negatively reinforce good performances, Richard can offer to do away with penalties for tardiness. The desired behavior (better performance) is being encouraged by the withdrawal of something unpleasant (penalties for tardiness). Punishment penalizes undesirable behavior and will eliminate it. To use punishment, Richard can penalize all salespeople who sell below a specified target each month. Eliminating any reinforcement that's maintaining a behavior is called extinction. When a behavior isn't reinforced, it gradually disappears. He could analyze the situation to find out what encourages the salespeople to perform poorly and then use extinction to eliminate the cause of the poor performance. However, as Richard is trying to encourage a positive behavior, he might not be able to use extinction. Both positive and negative reinforcement result in learning. They strengthen a desired behavior and increase the probability that the desired behavior will be repeated. Both punishment and extinction also result in learning but do so by weakening an undesired behavior and decreasing its frequency. Diff: 3 AACSB: Analytical thinking; Written and oral communication Learning Obj: LO 15.5: Discuss learning theories and their relevance in shaping behavior Classification: Application

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Management, 14e, Global Edition (Robbins/Coulter) Chapter 16 Leadership 1) Persons who are able to influence others and who possess managerial authority are termed ________. A) entrepreneurs B) leaders C) managers D) visionaries Answer: B Diff: 2 AACSB: Reflective thinking Learning Obj: LO 16.1: Define leader and leadership Classification: Concept 2) An important aspect of leadership is influencing a group to achieve its goals. Answer: TRUE Diff: 1 AACSB: Reflective thinking Learning Obj: LO 16.1: Define leader and leadership Classification: Concept 3) Early research on leadership traits ________. A) sought to prove that charisma was an essential trait of leadership B) focused on behavioral traits rather than physical traits of a leader C) found consistent and unique traits that would apply to all effective leaders D) focused on characteristics that might differentiate leaders from nonleaders Answer: D Diff: 3 AACSB: Reflective thinking Learning Obj: LO 16.2: Compare and contrast early theories of leadership Classification: Concept 4) In his speech the previous day, the new CEO had discussed his experience in the industry and his education. Carrie thought that the new CEO would do a great job given these characteristics, coupled with his good oratory skills and the fact that he just looked like a CEO. Carrie realized that she had been judging the new CEO in a manner consistent with the ________ theories of leadership. A) trait B) behavioral C) contingency D) situational Answer: A Diff: 2 AACSB: Application of knowledge Learning Obj: LO 16.2: Compare and contrast early theories of leadership Classification: Application 1 Copyright © 2018 Pearson Education, Ltd.

5) Trait theory ignores ________. A) physical traits of leaders B) the aspects of honesty and integrity C) the interactions of leaders and their group members as well as situational factors D) the fact that leaders should be able to create visions and solve problems Answer: C Diff: 2 AACSB: Reflective thinking Learning Obj: LO 16.2: Compare and contrast early theories of leadership Classification: Concept 6) Which one of the following describes the leadership style in which a leader tends to centralize authority, dictate work methods, make unilateral decisions, and limit employee participation? A) authoritarian style B) autocratic style C) democratic style D) laissez-faire style Answer: B Diff: 2 AACSB: Reflective thinking Learning Obj: LO 16.2: Compare and contrast early theories of leadership Classification: Concept 7) In working with his employees, Carlos involves them in decision making and encourages them to participate in deciding their work methods and goals. Carlos's leadership style can best be described as ________. A) autocratic B) laissez-faire C) democratic D) participative Answer: C Diff: 2 AACSB: Application of knowledge Learning Obj: LO 16.2: Compare and contrast early theories of leadership Classification: Application

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8) Bernard expects his employees to "check their brains at the door." He does all the thinking, makes all the decisions, and issues commands to his subordinates. Bernard uses the ________ style of leadership. A) autocratic B) authoritarian C) democratic D) laissez-faire Answer: A Diff: 2 AACSB: Application of knowledge Learning Obj: LO 16.2: Compare and contrast early theories of leadership Classification: Application 9) The ________ style of leadership describes a leader who tends to involve employees in decision making, delegate authority, encourage participation in deciding work methods and goals, and use feedback as an opportunity for coaching employees. A) participative B) autocratic C) democratic D) laissez-faire Answer: C Diff: 2 AACSB: Reflective thinking Learning Obj: LO 16.2: Compare and contrast early theories of leadership Classification: Concept 10) Barbara solicits input from her subordinates before making decisions that will affect them. She often praises them for good work and gently offers suggestions to improve their performance. Barbara uses the ________ style of leadership. A) autocratic B) participative C) democratic D) supportive Answer: C Diff: 3 AACSB: Application of knowledge Learning Obj: LO 16.2: Compare and contrast early theories of leadership Classification: Application

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11) Which one of the following describes the leadership style in which the leader generally gives the group complete freedom to make decisions and complete the work in whatever way it sees fit? A) facilitative style B) delegative style C) democratic style D) laissez-faire style Answer: D Diff: 2 AACSB: Reflective thinking Learning Obj: LO 16.2: Compare and contrast early theories of leadership Classification: Concept 12) Connie sees her role as someone who provides direction and resources for her team then gets out of their way and lets them do their work however they think best. Connie uses the ________ style of leadership. A) autocratic B) participative C) facilitative D) laissez-faire Answer: D Diff: 3 AACSB: Application of knowledge Learning Obj: LO 16.2: Compare and contrast early theories of leadership Classification: Application 13) According to the University of Iowa behavioral studies, group members' satisfaction levels were generally ________. A) higher under a supportive leader in the long run B) improved when the leader was production oriented C) maintained when the leader was directive in the short run D) higher under a democratic leader than under an autocratic one Answer: D Diff: 3 AACSB: Reflective thinking Learning Obj: LO 16.2: Compare and contrast early theories of leadership Classification: Concept

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14) When employee satisfaction is measured, employees seemed to be more satisfied under a(n) ________ leadership style than under a(n) ________ one. A) laissez-faire; participative B) supportive; laissez-faire C) democratic; directive D) democratic; autocratic Answer: D Diff: 3 AACSB: Reflective thinking Learning Obj: LO 16.2: Compare and contrast early theories of leadership Classification: Concept 15) According to the Ohio State studies, ________ refers to the extent to which a leader is likely to define and shape his or her role and the roles of group members in the search for goal attainment. A) people orientation B) production orientation C) initiating structure D) consideration Answer: C Diff: 2 AACSB: Reflective thinking Learning Obj: LO 16.2: Compare and contrast early theories of leadership Classification: Concept 16) According to the Ohio State studies, the ________ dimension of leader behavior is defined as the extent to which a leader has job relationships characterized by mutual trust and respect for group members' ideas and feelings. A) relationship management B) consideration C) people orientation D) integrity Answer: B Diff: 2 AACSB: Reflective thinking Learning Obj: LO 16.2: Compare and contrast early theories of leadership Classification: Concept

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17) Susan has a reputation of being fair, helpful, and understanding. She even helped her subordinate overcome a personal crisis. Which one of the following dimensions of leadership is Susan displaying here? A) consideration B) initiating structure C) employee orientation D) task orientation Answer: A Diff: 2 AACSB: Application of knowledge Learning Obj: LO 16.2: Compare and contrast early theories of leadership Classification: Application 18) The University of Michigan studies used the two dimensions of ________ and ________ to study behavioral characteristics of leaders. A) employee oriented; production oriented B) consideration; initiating structure C) task; people D) decision-making; employee development Answer: A Diff: 2 AACSB: Reflective thinking Learning Obj: LO 16.2: Compare and contrast early theories of leadership Classification: Concept 19) The managerial grid used the behavioral dimensions "concern for people" and ________ and evaluated a leader's use of these behaviors, ranking them on a scale from 1 (low) to 9 (high). A) "concern for integrity" B) "concern for profit" C) "concern for environment" D) "concern for production" Answer: D Diff: 2 AACSB: Reflective thinking Learning Obj: LO 16.2: Compare and contrast early theories of leadership Classification: Concept 20) Despite the best efforts of researchers, it proved impossible to identify one set of traits that would always differentiate leaders from nonleaders. Answer: TRUE Diff: 1 AACSB: Reflective thinking Learning Obj: LO 16.2: Compare and contrast early theories of leadership Classification: Concept

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21) Effective leaders do not need a high degree of knowledge about the company, industry, and technical matters. Answer: FALSE Diff: 1 AACSB: Reflective thinking Learning Obj: LO 16.2: Compare and contrast early theories of leadership Classification: Concept 22) Cognitive theories are leadership theories that identified behaviors that differentiated effective leaders from ineffective leaders. Answer: FALSE Diff: 2 AACSB: Reflective thinking Learning Obj: LO 16.2: Compare and contrast early theories of leadership Classification: Concept 23) According to the University of Michigan studies, leaders who are production oriented are described as emphasizing interpersonal relationships and as taking a personal interest in the needs of their followers. Answer: FALSE Diff: 2 AACSB: Reflective thinking Learning Obj: LO 16.2: Compare and contrast early theories of leadership Classification: Concept 24) The managerial grid only provides a framework for conceptualizing leadership style. Answer: TRUE Diff: 1 AACSB: Reflective thinking Learning Obj: LO 16.2: Compare and contrast early theories of leadership Classification: Concept

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25) In a short essay, identify four traits associated with leadership and give an example of each. Answer: a. Drive-leaders exhibit a high effort level. They have a relatively high desire for achievement; they are ambitious; they have a lot of energy; they are tirelessly persistent in their activities; and they show initiative. Bill Gates built Microsoft into a successful corporation. b. Desire to lead-leaders have a strong desire to influence and lead others. They demonstrate the willingness to take responsibility. Managers seeking promotions generally have a desire to lead. c. Honesty and integrity-leaders build trusting relationships between themselves and followers by being truthful or non-deceitful and by showing high consistency between word and deed. Sherron Watkins blew the whistle on Enron. d. Self-confidence-followers look to leaders for an absence of self-doubt. Leaders, therefore, need to show self-confidence in order to convince followers of the rightness of their goals and decisions. Steve Jobs had confidence in himself and his employees. e. Intelligence-leaders need to be intelligent enough to gather, synthesize, and interpret large amounts of information, and they need to be able to create visions, solve problems, and make correct decisions. Jack Welch of GE was a very intelligent man. f. Job-relevant knowledge-effective leaders have a high degree of knowledge about the company, industry, and technical matters. In-depth knowledge allows leaders to make well-informed decisions and to understand the implications of those decisions. Steve Jobs knew the electronics industry and market very well. g. Extraversion-leaders are energetic, lively people. They are sociable, assertive, and rarely silent or withdrawn. Herb Kelleher of Southwest Airlines was extraverted. h. Proneness to guilt-guilt proneness is positively related to leadership effectiveness because it produces a strong sense of responsibility for others. Mary Barra of General Motors has accepted corporate guilt for the poor quality of GM cars amid numerous recalls. Diff: 3 AACSB: Reflective thinking; Written and oral communication Learning Obj: LO 16.2: Compare and contrast early theories of leadership Classification: Concept

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26) In a short essay, contrast the three major behavior studies on leadership. Answer: a. The University of Iowa studies explored three leadership styles. The autocratic style leader tends to centralize authority, dictate work methods, make unilateral decisions, and limit employee participation. The democratic style leader tends to involve employees in decision making, delegate authority, encourage participation in deciding work methods and goals, and use feedback as teaching moments. The laissez-faire style leader gives the group complete freedom to make decisions and complete the work in whatever way it sees fit. The research of Lewin and his associates seemed to indicate that the democratic style contributed to both good quantity and quality of work. b. The Ohio State studies identified two dimensions of leader behavior. Initiating structure is the extent to which a leader defined and structured his role and the roles of group members in the search for goal attainment, including behavior that involved attempts to organize work, work relationships, and goals. Consideration is the extent to which a leader has job relationships characterized by mutual trust and respect for group members' ideas and feelings. A leader who was high in consideration helped group members with personal problems, was friendly and approachable, and treated all group members as equals. He showed concern for his followers' comfort, well-being, status, and satisfaction. c. University of Michigan researchers came up with two dimensions of leadership behavior. Employee oriented leaders emphasized interpersonal relationships, took a personal interest in their followers, and accepted individual differences among group members. The production oriented leaders tended to emphasize the technical aspects of the job, were concerned mainly with accomplishing their group's tasks, and regarded group members as a means to that end. The researchers concluded leaders who were employee oriented were associated with high group productivity and high job satisfaction. Diff: 3 AACSB: Reflective thinking; Written and oral communication Learning Obj: LO 16.2: Compare and contrast early theories of leadership Classification: Concept 27) To measure a leader's style, Fiedler developed the ________. A) contingency grid B) situational leadership theory C) managerial grid D) least-preferred co-worker questionnaire Answer: D Diff: 2 AACSB: Reflective thinking Learning Obj: LO 16.3: Describe the three major contingency theories of leadership Classification: Concept

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28) The ________ model proposed that effective group performance depended upon the proper match between the leader's style of interacting with his or her followers and the degree to which the situation allowed the leader to control and influence. A) Fiedler contingency B) situational leadership C) University of Michigan D) path-goal Answer: A Diff: 2 AACSB: Reflective thinking Learning Obj: LO 16.3: Describe the three major contingency theories of leadership Classification: Concept 29) Fiedler would expect that the best leadership style was a function of ________. A) leader-member relations, task structure, and position power B) formal authority, production orientation, and consideration C) chain of command, relationships, and power D) situation, personality of leader, and readiness of employees Answer: A Diff: 3 AACSB: Reflective thinking Learning Obj: LO 16.3: Describe the three major contingency theories of leadership Classification: Concept 30) Fiedler's dimension termed ________ is the degree of confidence, trust, and respect subordinates have for their leader. A) leader-member relations B) position power C) task structure D) leader-member exchange Answer: A Diff: 2 AACSB: Reflective thinking Learning Obj: LO 16.3: Describe the three major contingency theories of leadership Classification: Concept 31) The degree to which the job assignments are formalized and proceduralized is the ________ contingency dimension identified by Fiedler. A) production orientation B) initiating structure C) task structure D) organizational structure Answer: C Diff: 3 AACSB: Reflective thinking Learning Obj: LO 16.3: Describe the three major contingency theories of leadership Classification: Concept 10 Copyright © 2018 Pearson Education, Ltd.

32) Fiedler's term ________ refers to the degree of influence a leader has over power-based activities. A) leader-member relations B) position power C) responsibility D) task structure Answer: B Diff: 1 AACSB: Reflective thinking Learning Obj: LO 16.3: Describe the three major contingency theories of leadership Classification: Concept 33) Fiedler assumed a person's leadership style was ________. A) contingent upon the situation B) relatively flexible C) democratic D) fixed Answer: D Diff: 1 AACSB: Reflective thinking Learning Obj: LO 16.3: Describe the three major contingency theories of leadership Classification: Concept 34) Research by Fiedler uncovered three contingency dimensions that define the key ________. A) situational factors for determining leader effectiveness B) follower factors for determining leader effectiveness C) leader behavior factors for determining leader effectiveness D) situational factors for determining follower effectiveness Answer: A Diff: 3 AACSB: Reflective thinking Learning Obj: LO 16.3: Describe the three major contingency theories of leadership Classification: Concept 35) Reviews of the major studies undertaken to test the overall validity of Fiedler's model have shown ________. A) considerable evidence to refute the model B) mixed results with some studies supporting the model and others refuting it C) support for only part of the model D) considerable evidence to support the model Answer: D Diff: 3 AACSB: Reflective thinking Learning Obj: LO 16.3: Describe the three major contingency theories of leadership Classification: Concept

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36) Jack emphasizes to his people that the work must be done, regardless of circumstances, and encourages his employees to meet their sales quotas. He is generally liked, but because sales are unstructured, sometimes his employees resent his rather heavy-handed approach. Fiedler's contingency model would classify Jack as ________ oriented. A) employee B) organization C) task D) relationship Answer: C Diff: 2 AACSB: Application of knowledge Learning Obj: LO 16.3: Describe the three major contingency theories of leadership Classification: Application 37) Jill has tried hard to build a good rapport with her employees and knows each of their families. She encourages her employees to work hard, but to be certain to take time out for themselves and their families. Fiedler's contingency model would classify Jill as ________ oriented. A) production B) consideration C) task D) relationship Answer: D Diff: 3 AACSB: Application of knowledge Learning Obj: LO 16.3: Describe the three major contingency theories of leadership Classification: Application 38) The ________ leadership theory is a contingency theory that focuses on followers' readiness. A) adaptive B) situational C) adjustable D) facilitative Answer: B Diff: 2 AACSB: Reflective thinking Learning Obj: LO 16.3: Describe the three major contingency theories of leadership Classification: Concept

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39) According to Hersey and Blanchard, a high task-low relationship situation calls for the ________ leadership style. A) delegating B) telling C) participating D) selling Answer: B Diff: 1 AACSB: Reflective thinking Learning Obj: LO 16.3: Describe the three major contingency theories of leadership Classification: Concept 40) The "telling" style of Hersey and Blanchard is most like the ________ style of the University of Iowa studies. A) laissez-faire B) democratic C) autocratic D) participative Answer: C Diff: 2 AACSB: Reflective thinking Learning Obj: LO 16.3: Describe the three major contingency theories of leadership Classification: Concept 41) Which one of the following leadership styles describes a leader who provides both directive and supportive behavior? A) telling B) selling C) participating D) delegating Answer: B Diff: 1 AACSB: Reflective thinking Learning Obj: LO 16.3: Describe the three major contingency theories of leadership Classification: Concept

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42) Chuck manages the front-end crew at a fast food restaurant. For most of his crew, this is their first job so they have very few job skills but also seem reluctant to perform. In this situation, Chuck should use the ________ style. A) telling B) selling C) participating D) delegating Answer: A Diff: 2 AACSB: Application of knowledge Learning Obj: LO 16.3: Describe the three major contingency theories of leadership Classification: Application 43) Don has been on the job only a few days. He still has a lot to learn but pays close attention whenever his job coach gives him tips. The best style for the job coach to use is ________. A) telling B) selling C) participating D) delegating Answer: B Diff: 3 AACSB: Application of knowledge Learning Obj: LO 16.3: Describe the three major contingency theories of leadership Classification: Application 44) Jeremy is not in the habit of deciding everything on his own. He involves his team in the decision-making process as much as possible. He believes in communicating clearly and is always ready to help his team to get the best out of them. Jeremy's leadership style will be classified as which one of the following? A) telling B) selling C) participating D) delegating Answer: C Diff: 2 AACSB: Application of knowledge Learning Obj: LO 16.3: Describe the three major contingency theories of leadership Classification: Application

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45) Which one of the following leadership styles describes a leader who provides little direction or support? A) telling B) selling C) participating D) delegating Answer: D Diff: 1 AACSB: Reflective thinking Learning Obj: LO 16.3: Describe the three major contingency theories of leadership Classification: Concept 46) Which leadership theory asserts that a leader's job is to assist followers in attaining their goals and to ensure that their goals are compatible with the goals of the group or organization? A) Fiedler's Theory B) Leader-Member Exchange C) Leader Participation Model D) Path-Goal Theory Answer: D Diff: 2 AACSB: Reflective thinking Learning Obj: LO 16.3: Describe the three major contingency theories of leadership Classification: Concept 47) According to the path-goal theory, a leader who lets subordinates know what's expected of them, schedules work to be done, and gives specific guidance as to how to accomplish tasks is termed ________. A) directive B) achievement oriented C) participative D) supportive Answer: A Diff: 2 AACSB: Reflective thinking Learning Obj: LO 16.3: Describe the three major contingency theories of leadership Classification: Concept

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48) According to the path-goal theory, a manager who consults with subordinates and uses their suggestions exhibits what type of leadership behavior? A) directive B) achievement oriented C) participative D) supportive Answer: C Diff: 1 AACSB: Reflective thinking Learning Obj: LO 16.3: Describe the three major contingency theories of leadership Classification: Concept 49) According to the path-goal theory, a leader who is friendly and shows concern for the needs of subordinates is termed ________. A) directive B) achievement oriented C) participative D) supportive Answer: D Diff: 1 AACSB: Reflective thinking Learning Obj: LO 16.3: Describe the three major contingency theories of leadership Classification: Concept 50) Alex was classified as an achievement-oriented leader by his team. Which one of the following would describe Alex's leadership style best? A) He lets subordinates know what's expected of them, schedules work to be done, and gives specific guidance on how to accomplish tasks. B) He shows concern for the needs of his subordinates and is friendly. C) He sets challenging goals and expects subordinates to perform at their highest level. D) He consults with subordinates and uses their suggestions before making a decision. Answer: C Diff: 3 AACSB: Application of knowledge Learning Obj: LO 16.3: Describe the three major contingency theories of leadership Classification: Application

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51) Brooke has decided that the appropriate leadership style would be to show friendliness and concern for the needs of her subordinates. According to the path-goal model, she wishes to be a(n) ________ leader. A) relationship-oriented B) participative C) supportive D) considerate Answer: C Diff: 3 AACSB: Reflective thinking Learning Obj: LO 16.3: Describe the three major contingency theories of leadership Classification: Concept 52) The path-goal theory is a(n) ________ model of leadership that extracts key elements from the expectancy theory of motivation. A) fixed B) alternative C) contingency D) untested Answer: C Diff: 2 AACSB: Reflective thinking Learning Obj: LO 16.3: Describe the three major contingency theories of leadership Classification: Concept 53) Eddie generally lets subordinates know what's expected of them, schedules work to be done, and gives specific guidance on how to accomplish tasks. He would be termed a(n) ________ leader. A) high-structure B) situational C) supportive D) directive Answer: D Diff: 3 AACSB: Application of knowledge Learning Obj: LO 16.3: Describe the three major contingency theories of leadership Classification: Application

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54) Which one of the following would support Evelyn's attempt at becoming a participative leader? A) She lets subordinates know what's expected of them, schedules work to be done, and gives specific guidance as to how to accomplish tasks. B) She is friendly and shows concern for the needs of subordinates. C) She consults her subordinates and uses their suggestions before making a decision. D) She sets challenging goals and expects subordinates to perform at their highest level. Answer: C Diff: 2 AACSB: Application of knowledge Learning Obj: LO 16.3: Describe the three major contingency theories of leadership Classification: Application 55) Lately Francesca has been setting challenging goals and expecting subordinates to perform at their highest level. According to the path-goal model, she is acting as a(n) ________ leader. A) achievement-oriented B) high structure C) production-oriented D) high task Answer: A Diff: 3 AACSB: Application of knowledge Learning Obj: LO 16.3: Describe the three major contingency theories of leadership Classification: Application 56) When Fred recently met with the employees to let them know the product schedules and what he expected of them, he displayed which one of the following leadership styles? A) directive B) supportive C) participative D) achievement-oriented Answer: A Diff: 2 AACSB: Application of knowledge Learning Obj: LO 16.3: Describe the three major contingency theories of leadership Classification: Application

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57) Which one of the following is included in the class of contingency variables termed "environment" by the path-goal theory? A) task structure and formal authority system B) locus of control and experience C) perceived ability D) employee satisfaction Answer: A Diff: 2 AACSB: Reflective thinking Learning Obj: LO 16.3: Describe the three major contingency theories of leadership Classification: Concept 58) Which one of the following is included in the class of contingency variables termed "follower" by the path-goal theory? A) locus of control B) work group relationships C) employee compensation D) formal authority system Answer: A Diff: 3 AACSB: Reflective thinking Learning Obj: LO 16.3: Describe the three major contingency theories of leadership Classification: Concept 59) According to the path-goal model, when Ginger spends time with the employees so they can see that she is friendly and has concern for them, she displays which one of the following leadership styles? A) considerate B) supportive C) participative D) people-oriented Answer: B Diff: 3 AACSB: Application of knowledge Learning Obj: LO 16.3: Describe the three major contingency theories of leadership Classification: Application

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60) According to the path-goal model, when Greg consults with the employees for suggestions prior to making a decision, he displays which one of the following leadership styles? A) considerate B) supportive C) participative D) democratic Answer: C Diff: 3 AACSB: Application of knowledge Learning Obj: LO 16.3: Describe the three major contingency theories of leadership Classification: Application 61) According to the path-goal model, when Hannah meets with the employees to establish challenging goals and expectations for the next financial year, she displays which one of the following leadership styles? A) task-oriented B) production-oriented C) democratic D) achievement-oriented Answer: D Diff: 3 AACSB: Application of knowledge Learning Obj: LO 16.3: Describe the three major contingency theories of leadership Classification: Application 62) According to the path-goal theory, directive leadership will lead to higher employee satisfaction when there is ________ within a work group. A) cohesiveness B) high structure C) substantive conflict D) internal locus of control Answer: C Diff: 3 AACSB: Reflective thinking Learning Obj: LO 16.3: Describe the three major contingency theories of leadership Classification: Concept

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63) According to the path-goal theory, employee performance and leadership style are likely to be positively related when ________. A) the leader adopts a directive style when the tasks are clear and the employee has the experience and the ability to handle them B) the leader displays directive behavior at all times C) the leadership style compensates for shortcomings in either the employee or the work setting D) the leader adopts a directive style of leadership with followers who have an internal locus of control Answer: C Diff: 2 AACSB: Reflective thinking Learning Obj: LO 16.3: Describe the three major contingency theories of leadership Classification: Concept 64) Fiedler's contingency model of leadership style proposed that effectiveness depends on the ability and willingness of the subordinates. Answer: FALSE Diff: 2 AACSB: Reflective thinking Learning Obj: LO 16.3: Describe the three major contingency theories of leadership Classification: Concept 65) The least-preferred coworker questionnaire measures whether a leader is task or relationship oriented. Answer: TRUE Diff: 2 AACSB: Reflective thinking Learning Obj: LO 16.3: Describe the three major contingency theories of leadership Classification: Concept 66) Fiedler's model assumed that the leader's style was fixed regardless of the situation. Answer: TRUE Diff: 2 AACSB: Reflective thinking Learning Obj: LO 16.3: Describe the three major contingency theories of leadership Classification: Concept 67) According to Fiedler's research, task-oriented leaders tended to perform better in situations that are very favorable to them and in situations that were very unfavorable. Answer: TRUE Diff: 2 AACSB: Reflective thinking Learning Obj: LO 16.3: Describe the three major contingency theories of leadership Classification: Concept

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68) Derek heads a team of ten research analysts in Deutsche Bank. Even though he is least impressed with Cara among all his subordinates, when asked about her work he chose to focus on her strengths rather than her weaknesses. Derek can be described as a task-oriented leader. Answer: FALSE Diff: 2 AACSB: Application of knowledge Learning Obj: LO 16.3: Describe the three major contingency theories of leadership Classification: Application 69) According to Robert House's path-goal theory, a supportive leader lets subordinates know what's expected of them, schedules the work to be done, and gives specific guidance on how to accomplish tasks. Answer: FALSE Diff: 2 AACSB: Reflective thinking Learning Obj: LO 16.3: Describe the three major contingency theories of leadership Classification: Concept 70) Robert House's achievement-oriented leader sets challenging goals and expects followers to perform at their highest level. Answer: TRUE Diff: 1 AACSB: Reflective thinking Learning Obj: LO 16.3: Describe the three major contingency theories of leadership Classification: Concept 71) Robert House assumed that leaders can change leadership styles depending on the situation. Answer: TRUE Diff: 1 AACSB: Reflective thinking Learning Obj: LO 16.3: Describe the three major contingency theories of leadership Classification: Concept 72) Path-goal theory holds that subordinates with an external locus of control will be more satisfied with a directive style. Answer: TRUE Diff: 2 AACSB: Reflective thinking Learning Obj: LO 16.3: Describe the three major contingency theories of leadership Classification: Concept

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73) Path-goal theory states that employee performance and satisfaction are likely to be positively influenced when the leader chooses a leadership style that compensates for shortcomings in either the employee or the work setting. Answer: TRUE Diff: 2 AACSB: Reflective thinking Learning Obj: LO 16.3: Describe the three major contingency theories of leadership Classification: Concept 74) In a short essay, discuss the situational leadership theory developed by Paul Hersey and Ken Blanchard. Next, list and discuss the four specific leadership styles as defined by them. Answer: The situational leadership theory is a contingency theory that focuses on followers' readiness. Hersey and Blanchard argue that successful leadership is achieved by selecting the right leadership style, which is contingent on the level of the followers' readiness. The emphasis on the followers in leadership effectiveness reflects the reality that it is the followers who accept or reject the leader. Regardless of what the leader does, effectiveness depends on the actions of his or her followers. And, readiness refers to the extent to which people have the ability and willingness to accomplish a specific task. The four specific leadership styles are as follows: a. Telling (high task-low relationship)-the leader defines roles and tells people what, how, when, and where to do various tasks. b. Selling (high task-high relationship)-the leader provides both directive and supportive behavior. c. Participating (low task-high relationship)-the leader and follower share in decision making; the main role of the leader is facilitating and communicating. d. Delegating (low task-low relationship)-the leader provides little direction or support. Diff: 3 AACSB: Reflective thinking; Written and oral communication Learning Obj: LO 16.3: Describe the three major contingency theories of leadership Classification: Concept 75) In a short essay discuss the stages of readiness from the situational leadership theory developed by Hersey and Blanchard. Give an example for each stage. Answer: a. R1-People are both unable and unwilling to take responsibility for doing something. They're neither competent nor confident. A person with no job skills and no desire to work falls into this state. b. R2-People are unable but willing to do the necessary job tasks. They're motivated but currently lack the appropriate skills. This may be the teen in her first job. c. R3-People are able but unwilling to do what the leader wants. The worker who claims "Not in my job description" is at this stage. d. R4-People are both able and willing to do what is asked of them. These are the workers all supervisors seek-those who can and will do what is asked. Diff: 3 AACSB: Reflective thinking; Written and oral communication Learning Obj: LO 16.3: Describe the three major contingency theories of leadership Classification: Concept 23 Copyright © 2018 Pearson Education, Ltd.

76) When Alan was promoted to the head of the sales team at Mac Software Inc., he chose three of his closest friends in the team to form the core sales group with him. Which one of the following predictions would be consistent with the LMX theory? A) Such an arrangement eventually becomes unstable. B) Job satisfaction is more likely to be higher for the team members who are not a part of the core group. C) Team members who are not a part of Alan's core group are actually far more competent than his friends who form the core team. D) There will be a higher turnover among team members who are not a part of the core group. Answer: D Diff: 2 AACSB: Application of knowledge Learning Obj: LO 16.4: Describe contemporary views of leadership Classification: Application 77) Adrienne receives more attention and information from her supervisor than some of her coworkers. Because she feels "special," she puts more effort into her performance and scores higher on her evaluations. According to LMX theory, Adrienne is a ________. A) naturally high achiever B) member of the in-group C) protégé of her supervisor D) task-oriented employee Answer: B Diff: 2 AACSB: Application of knowledge Learning Obj: LO 16.4: Describe contemporary views of leadership Classification: Application 78) Bill expects his employees to wonder "What's in it for me?" when he assigns extra tasks to them, so he is ready with an answer about the reward for their work. Bill is a(n) ________ leader. A) situational B) transformational C) transactional D) charismatic Answer: C Diff: 2 AACSB: Application of knowledge Learning Obj: LO 16.4: Describe contemporary views of leadership Classification: Application

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79) Which one of the following is an accurate statement about transformational leaders? A) They are poor motivators. B) They clarify task requirements. C) They exhibit more than just charisma. D) They focus on tasks and pay little attention to followers. Answer: C Diff: 1 AACSB: Reflective thinking Learning Obj: LO 16.4: Describe contemporary views of leadership Classification: Concept 80) Rachel's colleagues and subordinates have a very high regard for her. They know that no one can get high-quality work done the way Rachel can. She inspires her team to excel in their work, even exceeding their own expectations. What her subordinates like best about Rachel is that they are free to discuss her decisions with her, even question her once in while if they are not sure about her strategy. Which one of the following best describes Rachel's leadership style? A) transactional B) charismatic C) authentic D) transformational Answer: D Diff: 2 AACSB: Application of knowledge Learning Obj: LO 16.4: Describe contemporary views of leadership Classification: Application 81) A leader, such as Bill Gates of Microsoft, who can inspire followers above their own selfinterests and can have a profound effect on their performance, is known as a(n) ________ leader. A) transactional B) directive C) informational D) transformational Answer: D Diff: 1 AACSB: Reflective thinking Learning Obj: LO 16.4: Describe contemporary views of leadership Classification: Concept

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82) The evidence supporting the superiority of transformational leadership over the transactional style is ________. A) inconclusive B) moderately supportive C) moderately negative D) overwhelmingly impressive Answer: D Diff: 1 AACSB: Reflective thinking Learning Obj: LO 16.4: Describe contemporary views of leadership Classification: Concept 83) Evidence indicates that transformational leadership is strongly correlated with ________. A) lower turnover rates and lower levels of goal attainment and follower well-being B) lower turnover rates and higher levels of productivity and creativity C) higher turnover rates and lower levels of productivity and employee satisfaction D) higher turnover rates and higher levels of employee satisfaction and follower well-being Answer: B Diff: 1 AACSB: Reflective thinking Learning Obj: LO 16.4: Describe contemporary views of leadership Classification: Concept 84) Joanna has a very clear idea of what she wants her team to accomplish and often works that idea into conversations with her subordinates. She uses unconventional and sometimes controversial means to achieve her ends, but her subordinates know she has their backs. Joanna can be described as a(n) ________ leader. A) telling B) charismatic C) authoritative D) participative Answer: B Diff: 2 AACSB: Analytical thinking; Application of knowledge Learning Obj: LO 16.4: Describe contemporary views of leadership Classification: Application

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85) If Rhonda is a charismatic leader, which one of the following characteristics is she most likely to possess? A) a strong need to be in control B) a lack of sensitivity to environmental constraints C) an external locus of control D) a willingness to take risks to achieve her vision Answer: D Diff: 2 AACSB: Application of knowledge Learning Obj: LO 16.4: Describe contemporary views of leadership Classification: Application 86) Researchers who train individuals to use charismatic nonverbal behaviors do not recommend ________. A) leaning toward the subordinate B) avoiding eye contact C) having relaxed posture D) having animated facial expressions Answer: B Diff: 1 AACSB: Reflective thinking Learning Obj: LO 16.4: Describe contemporary views of leadership Classification: Concept 87) ________ leadership is the ability to create and articulate a realistic, credible, and attractive vision of the future for an organization that improves on the present. A) Visionary B) Charismatic C) Trait D) Transactional Answer: A Diff: 2 AACSB: Reflective thinking Learning Obj: LO 16.4: Describe contemporary views of leadership Classification: Concept

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88) Cecil, CEO of a mid-size manufacturing company, readily accepts responsibility for his firm's products, including its mistakes. He is rather quiet but still a strong leader. Cecil could be called a(n) ________ leader. A) ethical B) supportive C) transformational D) authentic Answer: D Diff: 2 AACSB: Application of knowledge Learning Obj: LO 16.4: Describe contemporary views of leadership Classification: Application 89) Which one of the following would likely be a responsibility of a team leader? A) Assign tasks to team members and monitor their performance. B) Select members for the team. C) Manage the team's external boundaries. D) Define the direction for the team and set goals for their performance. Answer: C Diff: 2 AACSB: Reflective thinking Learning Obj: LO 16.4: Describe contemporary views of leadership Classification: Concept 90) Members of a manager's in-group tend to have multiple similarities with the manager. Answer: TRUE Diff: 1 AACSB: Reflective thinking Learning Obj: LO 16.4: Describe contemporary views of leadership Classification: Concept 91) According to LMX theory, the leader chooses the in-group but the job requirements drive the decision. Answer: FALSE Diff: 2 AACSB: Reflective thinking Learning Obj: LO 16.4: Describe contemporary views of leadership Classification: Concept 92) Transactional and transformational leadership are opposing approaches to getting things done. Answer: FALSE Diff: 1 AACSB: Reflective thinking Learning Obj: LO 16.4: Describe contemporary views of leadership Classification: Concept 28 Copyright © 2018 Pearson Education, Ltd.

93) A charismatic leader is likely seen as being self-confident and influential. Answer: TRUE Diff: 1 AACSB: Reflective thinking Learning Obj: LO 16.4: Describe contemporary views of leadership Classification: Concept 94) People working for charismatic leaders are motivated to exert extra work effort but express lower satisfaction. Answer: FALSE Diff: 2 AACSB: Reflective thinking Learning Obj: LO 16.4: Describe contemporary views of leadership Classification: Concept 95) Charisma is an essential quality that leaders must possess to achieve high levels of employee performance. Answer: FALSE Diff: 1 AACSB: Reflective thinking Learning Obj: LO 16.4: Describe contemporary views of leadership Classification: Concept 96) Charisma is the ability to create and articulate a realistic, credible, attractive vision of the future for any organization or organizational unit that grows out of and improves on the present. Answer: FALSE Diff: 2 AACSB: Reflective thinking Learning Obj: LO 16.4: Describe contemporary views of leadership Classification: Concept 97) A vision should offer clear and compelling imagery that taps into people's emotions and inspires enthusiasm to pursue the organization's goals. Answer: TRUE Diff: 1 AACSB: Reflective thinking Learning Obj: LO 16.4: Describe contemporary views of leadership Classification: Concept 98) Authentic leadership emphasizes the moral side of business. Answer: TRUE Diff: 2 AACSB: Reflective thinking Learning Obj: LO 16.4: Describe contemporary views of leadership Classification: Concept

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99) Ethical leaders place public safety ahead of profits. Answer: TRUE Diff: 1 AACSB: Reflective thinking Learning Obj: LO 16.4: Describe contemporary views of leadership Classification: Concept 100) One specific role of team leadership is that team leaders are troubleshooters. Answer: TRUE Diff: 1 AACSB: Reflective thinking Learning Obj: LO 16.4: Describe contemporary views of leadership Classification: Concept 101) Team leadership involves a different set of responsibilities than the traditional leadership roles. Answer: TRUE Diff: 2 AACSB: Reflective thinking Learning Obj: LO 16.4: Describe contemporary views of leadership Classification: Concept 102) In a short essay, differentiate between transactional and transformational leaders. Answer: Transactional leaders are those who guide or motivate their followers in the direction of established goals by clarifying role and task requirements. Transformational leaders, however, pay attention to the concerns and developmental needs of individual followers. They change followers' awareness of issues by helping them look at old problems in new ways. They are able to excite, arouse, and inspire followers to put in extra effort to achieve group goals. Transformational leadership produces levels of employee effort and performance that go beyond what would occur in a transactional approach alone. Diff: 3 AACSB: Reflective thinking; Written and oral communication Learning Obj: LO 16.4: Describe contemporary views of leadership Classification: Concept

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103) Compare and contrast charismatic and authentic leadership. Answer: Charismatic leaders are enthusiastic, self-confident leaders whose personality and actions influence people to behave in certain ways. They have a vision, the ability to articulate that vision, and a willingness to take risks to achieve that vision. They are sensitive to both environmental constraints and follower needs. Sometimes their behaviors are out of the ordinary. Charismatic leaders believe in the future, themselves, and a higher purpose. Authentic leaders focus on the moral aspects of being a leader. These people know who they are, know what they believe in, and act on those values and beliefs openly and candidly. Authentic leaders are known for their humility; they are quieter, more in the background, and empower their employees. Diff: 3 AACSB: Reflective thinking; Written and oral communication Learning Obj: LO 16.4: Describe contemporary views of leadership Classification: Concept 104) Juan is the person employees go to when knowledge of a topic was needed. Juan holds ________ power. A) legitimate B) reward C) referent D) expert Answer: D Diff: 2 AACSB: Application of knowledge Learning Obj: LO 16.5: Discuss contemporary issues affecting leadership Classification: Application 105) All of the following are sources of leader power except ________. A) legitimate B) status C) expert D) coercive Answer: B Diff: 1 AACSB: Reflective thinking Learning Obj: LO 16.5: Discuss contemporary issues affecting leadership Classification: Concept

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106) Which one of the following is the type of power a person has because of his or her position in the formal organizational hierarchy? A) legitimate power B) coercive power C) reward power D) expert power Answer: A Diff: 2 AACSB: Reflective thinking Learning Obj: LO 16.5: Discuss contemporary issues affecting leadership Classification: Concept 107) Sam is the manager at a department store. He has 20 employees working for him who are mostly unhappy and discontented with the way he threatens them for even minor errors. Which one of the following statements is likely to be true about Sam? A) Sam is a transactional leader. B) Sam is using coercive power to get the job done. C) Sam is a telling leader. D) Sam is using referent power to get the job done. Answer: B Diff: 1 AACSB: Application of knowledge Learning Obj: LO 16.5: Discuss contemporary issues affecting leadership Classification: Application 108) Tamera is the person employees go to when they need help with difficult work problems, as with software applications. Tamera holds ________ power. A) legitimate B) coercive C) reward D) expert Answer: D Diff: 2 AACSB: Application of knowledge Learning Obj: LO 16.5: Discuss contemporary issues affecting leadership Classification: Application

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109) Kay is the supervisor that the employees go to for task-related decisions. Kay holds ________ power. A) reward B) expert C) legitimate D) coercive Answer: C Diff: 2 AACSB: Application of knowledge Learning Obj: LO 16.5: Discuss contemporary issues affecting leadership Classification: Application 110) Clay is a transactional leader who can provide tangible rewards for good performance for his employees. Clay holds ________ power. A) reward B) legitimate C) coercive D) referent Answer: A Diff: 2 AACSB: Application of knowledge Learning Obj: LO 16.5: Discuss contemporary issues affecting leadership Classification: Application 111) Marsha is the manager at a bank, with 30 employees reporting to her. Many of her staff are extremely impressed with the way she handles her work and the people at the bank. They take pride in being associated with her team. She is not only fair and understanding, but ensures that the deserving employees are compensated well. Which two sources of power does Marsha use in this example? A) reward and referent power B) referent and coercive power C) expert and reward power D) referent and expert power Answer: A Diff: 3 AACSB: Application of knowledge Learning Obj: LO 16.5: Discuss contemporary issues affecting leadership Classification: Application

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112) Your firm's attorney exercises ________ power when giving legal advice. A) legitimate B) status C) expert D) coercive Answer: C Diff: 1 AACSB: Reflective thinking Learning Obj: LO 16.5: Discuss contemporary issues affecting leadership Classification: Concept 113) ________ power is the power that arises because of a person's desirable resources or personal traits. A) Expert B) Referent C) Reward D) Legitimate Answer: B Diff: 2 AACSB: Reflective thinking Learning Obj: LO 16.5: Discuss contemporary issues affecting leadership Classification: Concept 114) When a young child emulates a professional sports star's behavior, what kind of power does the star have over the child? A) legitimate B) expert C) coercive D) referent Answer: D Diff: 2 AACSB: Application of knowledge Learning Obj: LO 16.5: Discuss contemporary issues affecting leadership Classification: Application 115) The most dominant component of credibility is ________. A) expertise B) status C) authority D) honesty Answer: D Diff: 1 AACSB: Reflective thinking Learning Obj: LO 16.5: Discuss contemporary issues affecting leadership Classification: Concept

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116) The dimension of trust that is used to describe honesty and truthfulness is ________. A) integrity B) competence C) consistency D) loyalty Answer: A Diff: 2 AACSB: Reflective thinking Learning Obj: LO 16.5: Discuss contemporary issues affecting leadership Classification: Concept 117) Shaun is the manager of a warehouse operated by a department store. He is trusted by his subordinates because he shares information freely, is reliable, and shows extremely good judgment while handling any type of crisis. Shaun is also known to be very protective of his staff. Which dimensions of trust is he exhibiting? A) integrity and loyalty B) competence and openness C) consistency, loyalty, and openness D) loyalty, consistency, and competence Answer: C Diff: 3 AACSB: Application of knowledge Learning Obj: LO 16.5: Discuss contemporary issues affecting leadership Classification: Application 118) Why are more and more companies empowering nonmanagerial employees? A) Managers needs to make quick decisions. B) Organizational upsizing left many managers with smaller spans of control. C) Empowerment is appropriate for all circumstances. D) Managers must cope with increased work demands. Answer: D Diff: 1 AACSB: Reflective thinking Learning Obj: LO 16.5: Discuss contemporary issues affecting leadership Classification: Concept 119) One general conclusion that surfaces from leadership research is that ________. A) effective leaders do not use any single style B) managers always make good team leaders C) national culture is one situational variable which in reality has a limited impact on leadership style D) women usually make better transactional leaders than men Answer: A Diff: 1 AACSB: Reflective thinking; Diverse and multicultural work environments Learning Obj: LO 16.5: Discuss contemporary issues affecting leadership Classification: Concept 35 Copyright © 2018 Pearson Education, Ltd.

120) Milan will be managing project engineers in 17 countries around the globe. To maximize his chances for success in these widely diverse cultures, Milan should adopt a(n) ________ leadership style. A) transactional B) transformational C) authentic D) participative Answer: B Diff: 3 AACSB: Application of knowledge Learning Obj: LO 16.5: Discuss contemporary issues affecting leadership Classification: Application 121) Legitimate power is inherent in management positions. Answer: TRUE Diff: 1 AACSB: Reflective thinking Learning Obj: LO 16.5: Discuss contemporary issues affecting leadership Classification: Concept 122) Legitimate power and authority are one and the same. Answer: TRUE Diff: 1 AACSB: Reflective thinking Learning Obj: LO 16.5: Discuss contemporary issues affecting leadership Classification: Concept 123) Reward power is the power that arises because of a person's desirable resources or personal traits. Answer: FALSE Diff: 2 AACSB: Reflective thinking Learning Obj: LO 16.5: Discuss contemporary issues affecting leadership Classification: Concept 124) Credibility is the degree to which followers perceive someone as honest, competent, and able to inspire. Answer: TRUE Diff: 1 AACSB: Reflective thinking Learning Obj: LO 16.5: Discuss contemporary issues affecting leadership Classification: Concept

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125) Trust is the belief in the integrity, character, and ability of a leader. Answer: TRUE Diff: 1 AACSB: Reflective thinking Learning Obj: LO 16.5: Discuss contemporary issues affecting leadership Classification: Concept 126) Of the five dimensions that make up the concept of trust, loyalty seems to be the most critical when someone assesses another's trustworthiness. Answer: FALSE Diff: 2 AACSB: Reflective thinking Learning Obj: LO 16.5: Discuss contemporary issues affecting leadership Classification: Concept 127) Transformational leadership characteristics are ineffective in non-Western cultures. Answer: FALSE Diff: 2 AACSB: Reflective thinking Learning Obj: LO 16.5: Discuss contemporary issues affecting leadership Classification: Concept 128) With enough training, anyone can become an effective leader. Answer: FALSE Diff: 2 AACSB: Reflective thinking Learning Obj: LO 16.5: Discuss contemporary issues affecting leadership Classification: Concept 129) Leadership training works best with individuals who are high self-monitors. Answer: TRUE Diff: 2 AACSB: Reflective thinking Learning Obj: LO 16.5: Discuss contemporary issues affecting leadership Classification: Concept 130) The presence of routine tasks, formal goals and explicit rules make leadership unnecessary. Answer: TRUE Diff: 2 AACSB: Reflective thinking Learning Obj: LO 16.5: Discuss contemporary issues affecting leadership Classification: Concept

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131) Discuss the five sources in which leader power has been identified. Include specific examples of each source of power to support your answer. Answer: a. Legitimate power-represents the power a leader has as a result of his or her position in the organization. People in positions of authority are also likely to have reward or coercive power, but legitimate power is broader than the power to coerce and reward. b. Coercive power-the power that rests on the leader's ability to punish or control. Followers react to this power out of fear of the negative results that might occur if they did not comply. As a manager, you typically have some coercive power, such as being able to suspend or demote employees or to assign them work they find unpleasant or undesirable. c. Reward power-the power to give positive benefits or rewards. These rewards can be anything that another person values. In an organizational context, that might include money, favorable performance appraisals, promotions, interesting work assignments, friendly colleagues, and preferred work shifts or sales territories. d. Expert power-influence that's based on expertise, special skills, or knowledge. As jobs have become more specialized, managers have become increasingly dependent on staff "experts" to achieve the organization's goals. If an employee has skills, knowledge, or expertise that's critical to the operation of a work group, that person's expert power is enhanced. e. Referent power-the power that arises because of a person's desirable resources or personal traits. Referent power develops out of admiration of another and a desire to be like that person. If you admire someone to the point of modeling your behavior and attitudes after him or her, that person has referent power over you. Diff: 3 AACSB: Reflective thinking; Written and oral communication Learning Obj: LO 16.5: Discuss contemporary issues affecting leadership Classification: Concept 132) Explain the various substitutes for leadership and give examples of situations when leadership may not be necessary. Answer: Research indicates that in some situations any behaviors a leader exhibits are irrelevant. Follower characteristics such as experience, training, professional orientation, or need for independence can neutralize the effect of leadership. These characteristics can replace the employee's need for a leader's support or ability to create structure and reduce task ambiguity. Similarly, jobs that are inherently unambiguous and routine or intrinsically satisfying may place fewer demands on leaders. Finally, such organizational characteristics as explicit formalized goals, rigid rules and procedures, or cohesive work groups can substitute for formal leadership. [Student examples will vary but should incorporate the conditions mentioned above.] Diff: 3 AACSB: Reflective thinking; Written and oral communication Learning Obj: LO 16.5: Discuss contemporary issues affecting leadership Classification: Concept

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Management, 14e, Global Edition (Robbins/Coulter) Chapter 17 Motivating Employees 1) The ________ element in the definition of motivation is a measure of intensity, drive, and vigor. A) persistence B) effort C) energy D) direction Answer: C Diff: 2 AACSB: Reflective thinking Learning Obj: LO 17.1: Define motivation Classification: Concept 2) Some people are motivated and some are not. Answer: FALSE Diff: 2 AACSB: Reflective thinking Learning Obj: LO 17.1: Define motivation Classification: Concept 3) The definition of motivation has three key elements: effort, direction, and persistence. Answer: FALSE Diff: 2 AACSB: Reflective thinking Learning Obj: LO 17.1: Define motivation Classification: Concept 4) In the study of motivation, quality is irrelevant to the energy element. Answer: FALSE Diff: 2 AACSB: Reflective thinking Learning Obj: LO 17.1: Define motivation Classification: Concept

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5) Define motivation and discuss the three elements of motivation. Answer: Motivation refers to the process by which a person's efforts are energized, directed, and sustained toward attaining a goal. This definition has three key elements: energy, direction, and persistence. The energy element is a measure of intensity, drive, and vigor. A motivated person puts forth effort and works hard. However, the quality of the effort must be considered as well as its intensity. High levels of effort don't necessarily lead to favorable job performance unless the effort is channeled in a direction that benefits the organization. Effort that's directed toward, and consistent with, organizational goals is the kind of effort we want from employees. Finally, motivation includes a persistence dimension. We want employees to persist in putting forth effort to achieve those goals. Diff: 3 AACSB: Reflective thinking; Written and oral communication Learning Obj: LO 17.1: Define motivation Classification: Concept 6) In Maslow's hierarchy of needs theory, ________ needs form the lowest or foundational step in the hierarchy. A) psychomotor B) physiological C) psychological D) psychographic Answer: B Diff: 2 AACSB: Reflective thinking Learning Obj: LO 17.2: Compare and contrast early theories of motivation Classification: Concept 7) Matthew is worried that he will not be able to pay his mortgage and feed his family since he was laid off from his production job. Which one of Maslow's levels of need is a concern to Matthew? A) self-actualization B) esteem C) psychological D) physiological Answer: D Diff: 2 AACSB: Application of knowledge Learning Obj: LO 17.2: Compare and contrast early theories of motivation Classification: Application

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8) According to Maslow's hierarchy of needs theory, when an employer provides his employees health insurance, he is taking care of their ________ needs. A) safety B) social C) self-actualization D) esteem Answer: A Diff: 2 AACSB: Application of knowledge Learning Obj: LO 17.2: Compare and contrast early theories of motivation Classification: Application 9) In the context of Maslow's hierarchy of needs theory, when a company has a space where employees can meet during breaks and catch up with each other, the company is taking care of the employees' ________ needs. A) safety B) self-actualization C) social D) psychological Answer: C Diff: 2 AACSB: Application of knowledge Learning Obj: LO 17.2: Compare and contrast early theories of motivation Classification: Application 10) In the context of Maslow's hierarchy of needs theory, when a company names an "Employee of the Month" and "Employee of the Quarter," the company is addressing employees' ________ needs. A) safety B) self-actualization C) esteem D) psychological Answer: C Diff: 2 AACSB: Application of knowledge Learning Obj: LO 17.2: Compare and contrast early theories of motivation Classification: Application

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11) According to Maslow's hierarchy of needs theory, a person's needs for self-respect, autonomy, achievement, status, recognition, and attention constitute his ________ needs. A) safety B) self-actualization C) social D) esteem Answer: D Diff: 2 AACSB: Reflective thinking Learning Obj: LO 17.2: Compare and contrast early theories of motivation Classification: Concept 12) Marlin, a physicist in a large corporation, has been asked by his professional association to present a scientific paper at the national convention. This type of recognition will help Marlin fulfill his ________ needs. A) psychological B) esteem C) self-actualization D) social Answer: B Diff: 2 AACSB: Application of knowledge Learning Obj: LO 17.2: Compare and contrast early theories of motivation Classification: Application 13) According to Maslow's hierarchy of needs theory, a person's needs for growth, achieving one's potential, and self-fulfillment constitute his or her ________ needs. A) psychological B) esteem C) social D) self-actualization Answer: D Diff: 2 AACSB: Reflective thinking Learning Obj: LO 17.2: Compare and contrast early theories of motivation Classification: Concept

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14) With its motto "Be All that You Can Be," the United States Army encouraged recruits to fulfill their ________ needs. A) physiological B) psychological C) esteem D) self-actualization Answer: D Diff: 2 AACSB: Application of knowledge Learning Obj: LO 17.2: Compare and contrast early theories of motivation Classification: Application 15) Which one of the following needs is the highest in Maslow's hierarchy of needs theory? A) safety needs B) self-actualization needs C) esteem needs D) social needs Answer: B Diff: 1 AACSB: Reflective thinking Learning Obj: LO 17.2: Compare and contrast early theories of motivation Classification: Concept 16) Which one of the following needs is a lower-order need in Maslow's hierarchy of needs theory? A) social B) esteem C) safety D) self-actualization Answer: C Diff: 1 AACSB: Reflective thinking Learning Obj: LO 17.2: Compare and contrast early theories of motivation Classification: Concept 17) Which one of the following needs is a higher-order need in Maslow's hierarchy of needs theory? A) physiological B) esteem C) power D) safety Answer: B Diff: 2 AACSB: Reflective thinking Learning Obj: LO 17.2: Compare and contrast early theories of motivation Classification: Concept 5 Copyright © 2018 Pearson Education, Ltd.

18) According to Maslow's hierarchy of needs theory, ________ needs are predominantly satisfied externally while ________ needs are satisfied internally. A) physiological; safety B) safety; self-actualization C) self-actualization; physiological D) social; safety Answer: B Diff: 2 AACSB: Reflective thinking Learning Obj: LO 17.2: Compare and contrast early theories of motivation Classification: Concept 19) Joe watches his youngest employees like a mother hen to make sure they stay on task and off their cell phones. Joe is behaving like a ________ manager. A) Theory X B) Theory Y C) Theory Z D) Two-factor Answer: A Diff: 3 AACSB: Application of knowledge Learning Obj: LO 17.2: Compare and contrast early theories of motivation Classification: Application 20) McGregor's Theory X assumes that employees ________. A) need to be closely controlled to work effectively B) enjoy work C) seek out and accept responsibility D) prefer autocratic supervisors Answer: A Diff: 2 AACSB: Reflective thinking Learning Obj: LO 17.2: Compare and contrast early theories of motivation Classification: Concept 21) McGregor's Theory Y assumes that employees ________. A) have little ambition B) want to avoid responsibility C) enjoy work D) need to be closely controlled to work effectively Answer: C Diff: 1 AACSB: Reflective thinking Learning Obj: LO 17.2: Compare and contrast early theories of motivation Classification: Concept

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22) Irene, CEO of a small company, strongly believes in Douglas McGregor's assumptions about human nature. Which one of the following management practices is Irene most likely to favor to maximize employee motivation? A) a top-down decision-making structure B) a stringent system of monitoring and controlling employees C) making jobs narrower in scope and shallow in depth D) participatory management Answer: D Diff: 3 AACSB: Application of knowledge Learning Obj: LO 17.2: Compare and contrast early theories of motivation Classification: Application 23) John knows his more experienced workers don't need him to "babysit" them; he trusts them to know what to do, how to do it, and to get it done on time. In this respect, John is a ________ manager. A) Theory X B) Theory Y C) Theory Z D) Two-factor Answer: B Diff: 3 AACSB: Application of knowledge Learning Obj: LO 17.2: Compare and contrast early theories of motivation Classification: Application 24) Frederick Herzberg's two-factor theory proposes that ________. A) intrinsic factors cause job dissatisfaction B) extrinsic factors have the maximum effect on job satisfaction C) extrinsic factors are associated with job dissatisfaction D) intrinsic factors have little effect on job satisfaction Answer: C Diff: 2 AACSB: Reflective thinking Learning Obj: LO 17.2: Compare and contrast early theories of motivation Classification: Concept 25) According to Herzberg's two-factor theory, which one of the following is a hygiene factor? A) recognition B) advancement C) working conditions D) responsibility Answer: C Diff: 1 AACSB: Reflective thinking Learning Obj: LO 17.2: Compare and contrast early theories of motivation Classification: Concept 7 Copyright © 2018 Pearson Education, Ltd.

26) According to Herzberg's two-factor theory, which one of the following is a motivator? A) working conditions B) salary C) responsibility D) security Answer: C Diff: 2 AACSB: Reflective thinking Learning Obj: LO 17.2: Compare and contrast early theories of motivation Classification: Concept 27) Herzberg called the factors that create job dissatisfaction ________ factors; when these factors are adequate, people won't be dissatisfied, but they won't be satisfied either. A) intrinsic B) hygiene C) motivating D) dissatisfiers Answer: B Diff: 2 AACSB: Reflective thinking Learning Obj: LO 17.2: Compare and contrast early theories of motivation Classification: Concept 28) Which one of the following is true about Herzberg's two-factor theory? A) Herzberg believed that the factors that lead to job satisfaction were the same as those that lead to job dissatisfaction. B) To motivate people, Herzberg suggested emphasizing the hygiene factors of a job. C) Satisfaction is not the opposite of dissatisfaction. D) According to Herzberg, removing dissatisfying characteristics from a job will invariably make that job more satisfying and motivating. Answer: C Diff: 2 AACSB: Reflective thinking Learning Obj: LO 17.2: Compare and contrast early theories of motivation Classification: Concept

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29) The employees at KLM Company are complaining that the supervisors tend to pick favorites within their departments. Company policies are not equally enforced and the favorites are not disciplined for safety violations. These employees are complaining about ________. A) Theory X management B) hygiene factors C) intrinsic factors D) equity theory Answer: B Diff: 3 AACSB: Application of knowledge Learning Obj: LO 17.2: Compare and contrast early theories of motivation Classification: Application 30) The three-needs theory of motivation states that there are three ________ needs that are major motivators in work. A) psychological B) acquired C) safety D) innate Answer: B Diff: 2 AACSB: Reflective thinking Learning Obj: LO 17.2: Compare and contrast early theories of motivation Classification: Concept 31) Which one of the following are the three needs identified in the three-needs theory of motivation? A) need for achievement, need for admiration, need for power B) need for achievement, need for power, need for affiliation C) need for power, need for achievement, need for affection D) need for power, need for affirmation, need for affiliation Answer: B Diff: 3 AACSB: Reflective thinking Learning Obj: LO 17.2: Compare and contrast early theories of motivation Classification: Concept

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32) According to the three-needs theory, the need for ________ is the drive to succeed and excel in relation to a set of standards. A) control B) affiliation C) power D) achievement Answer: D Diff: 1 AACSB: Reflective thinking Learning Obj: LO 17.2: Compare and contrast early theories of motivation Classification: Concept 33) The need for ________ is similar to Maslow's need for ________. A) affiliation; safety B) power; esteem C) achievement; self-actualization D) affirmation; esteem Answer: C Diff: 3 AACSB: Reflective thinking Learning Obj: LO 17.2: Compare and contrast early theories of motivation Classification: Concept 34) According to the three-needs theory, the need for ________ is the need to make others behave in a way that they would not have behaved otherwise. A) control B) leadership C) power D) achievement Answer: C Diff: 2 AACSB: Reflective thinking Learning Obj: LO 17.2: Compare and contrast early theories of motivation Classification: Concept 35) Tiffany is usually the person who takes charge of the situation and gets people moving toward the group's objective. Tiffany probably has a high need for ________. A) control B) power C) achievement D) admiration Answer: B Diff: 2 AACSB: Application of knowledge Learning Obj: LO 17.2: Compare and contrast early theories of motivation Classification: Application 10 Copyright © 2018 Pearson Education, Ltd.

36) According to the three-needs theory, the need for ________ is the desire for friendly and close interpersonal relationships. A) belonging B) affiliation C) affection D) achievement Answer: B Diff: 2 AACSB: Reflective thinking Learning Obj: LO 17.2: Compare and contrast early theories of motivation Classification: Concept 37) Bob is a social butterfly. He often leaves his workstation to chat with coworkers. He volunteers for every problem-solving team and enjoys planning the annual summer employee picnic. Bob has a ________. A) low need for safety B) high need for esteem C) low need for power D) high need for affiliation Answer: D Diff: 2 AACSB: Application of knowledge Learning Obj: LO 17.2: Compare and contrast early theories of motivation Classification: Application 38) People with a high need for achievement ________. A) emphasize helping others accomplish their goals B) make good managers, especially in large organizations C) prefer moderately challenging goals D) emphasize the rewards of success Answer: C Diff: 2 AACSB: Reflective thinking Learning Obj: LO 17.2: Compare and contrast early theories of motivation Classification: Concept

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39) You are acting as manager and mentor to Melanie, an employee who has been identified as a high achiever. According to McClelland's three-needs theory, which one of the following measures would most help you motivate Melanie to do her best? A) promising her a promotion and a raise if she reaches her targets B) giving her a job that holds her personally responsible for finding solutions to problems C) setting goals that are just out of her reach D) giving her a managerial position that requires her to help others accomplish their goals Answer: B Diff: 3 AACSB: Application of knowledge Learning Obj: LO 17.2: Compare and contrast early theories of motivation Classification: Application 40) According to the three-needs theory, the best managers tend to be ________. A) low in the need for affiliation B) low in the need for power C) high in the need for affection D) high in the need for achievement Answer: A Diff: 2 AACSB: Reflective thinking Learning Obj: LO 17.2: Compare and contrast early theories of motivation Classification: Concept 41) According to Maslow's hierarchy of needs theory, lower-order needs are predominantly satisfied internally while higher-order needs are satisfied externally. Answer: FALSE Diff: 2 AACSB: Reflective thinking Learning Obj: LO 17.2: Compare and contrast early theories of motivation Classification: Concept 42) According to Maslow's hierarchy of needs theory, once a need is substantially satisfied, that need no longer motivates the individual. Answer: TRUE Diff: 2 AACSB: Reflective thinking Learning Obj: LO 17.2: Compare and contrast early theories of motivation Classification: Concept

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43) Joseph, a line manager at a production facility, believes that his workers have little drive and will not work unless he pushes them. Therefore, he closely monitors and controls their work and disciplines those who do not meet his standards. Joseph is a Theory Y manager. Answer: FALSE Diff: 2 AACSB: Analytical thinking Learning Obj: LO 17.2: Compare and contrast early theories of motivation Classification: Application 44) Research clearly indicates that the Theory Y manager is more effective in motivating employees than the Theory X manager. Answer: FALSE Diff: 2 AACSB: Reflective thinking Learning Obj: LO 17.2: Compare and contrast early theories of motivation Classification: Concept 45) Frederick Herzberg found that when employees were dissatisfied, they tended to cite extrinsic factors arising from the job context such as company policy and administration, supervision, interpersonal relationships, and working conditions. Answer: TRUE Diff: 1 AACSB: Reflective thinking Learning Obj: LO 17.2: Compare and contrast early theories of motivation Classification: Concept 46) Despite the quantity of empirical evidence in its support, managers have largely ignored Herzberg's two factor theory when designing jobs. Answer: FALSE Diff: 2 AACSB: Reflective thinking Learning Obj: LO 17.2: Compare and contrast early theories of motivation Classification: Concept 47) People with a high need for achievement strive for the trappings and rewards of success rather than for personal accomplishment. Answer: FALSE Diff: 1 AACSB: Reflective thinking Learning Obj: LO 17.2: Compare and contrast early theories of motivation Classification: Concept

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48) Write a short essay on Maslow's hierarchy of needs by first describing the needs and then discussing how these needs are interrelated according to the theory. How can managers use this theory to motivate employees? Answer: Maslow proposed that within every person is a hierarchy of five needs: 1. Physiological needs: A person's needs for food, drink, shelter, sex, and other physical requirements. 2. Safety needs: A person's needs for security and protection from physical and emotional harm, as well as assurance that physical needs will continue to be met. 3. Social needs: A person's needs for affection, belongingness, acceptance, and friendship. 4. Esteem needs: A person's needs for internal esteem factors such as self-respect, autonomy, and achievement and external esteem factors such as status, recognition, and attention. 5. Self-actualization needs: A person's needs for growth, achieving one's potential, and selffulfillment; the drive to become what one is capable of becoming. Maslow argued that each level in the needs hierarchy must be substantially satisfied before the next need becomes dominant. An individual moves up the needs hierarchy from one level to the next. In addition, Maslow separated the five needs into higher and lower levels. Physiological and safety needs were considered lower-order needs; social, esteem, and self-actualization needs were considered higher-order needs. Lower-order needs are predominantly satisfied externally while higher-order needs are satisfied internally. Managers using Maslow's hierarchy to motivate employees do things to satisfy employees' needs. But the theory also says that once a need is substantially satisfied, an individual is no longer motivated to satisfy that need. Therefore, to motivate someone, you need to understand what need level that person is on in the hierarchy and focus on satisfying needs at or above that level. Diff: 1 AACSB: Reflective thinking; Written and oral communication Learning Obj: LO 17.2: Compare and contrast early theories of motivation Classification: Concept

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49) As manager of a large team of engineers, you notice that your team is falling short of its goals primarily because several team members are either not motivated to put in their best or are downright dissatisfied with their jobs. You have decided to follow Herzberg's two-factor theory to motivate your employees. What steps can you take to maximize motivation? Answer: Frederick Herzberg's two-factor theory (also called motivation-hygiene theory) proposes that intrinsic factors are related to job satisfaction, while extrinsic factors are associated with job dissatisfaction. Further, he argues that data suggested that the opposite of satisfaction was not dissatisfaction, as traditionally had been believed. Removing dissatisfying characteristics from a job would not necessarily make that job more satisfying (or motivating). Herzberg proposed that a dual continuum existed: The opposite of "satisfaction" is "no satisfaction," and the opposite of "dissatisfaction" is "no dissatisfaction." Following this theory, you can motivate employees who show no dissatisfaction by emphasizing motivators, the intrinsic factors having to do with the job itself. These factors include achievement, recognition, work itself, responsibility, advancement, and growth. However, to motivate dissatisfied employees, the extrinsic factors associated with job dissatisfaction must first be addressed. These factors can include supervision, company policy, relationship with supervisor, working conditions, salary, relationship with peers, personal life, relationship with subordinates, status, and security. Once the dissatisfaction has been removed, you can maximize motivation by emphasizing the intrinsic factors. Diff: 3 AACSB: Application of knowledge; Written and oral communication Learning Obj: LO 17.2: Compare and contrast early theories of motivation Classification: Application 50) Michelle supervises six very diverse workers. They are male, female, older, younger, different ethnic groups and nationalities, and in different life stages. How might Michelle use the various theories of motivation to keep her workers inspired? Answer: Michelle should learn from each of her subordinates what is important to them and what need on Maslow's hierarchy is motivating each one. This will enable her to tailor assignments to their individual skill sets and individualize the rewards to help each worker to meet his/her personal goals. She will make sure the hygiene factors are not causing dissatisfaction and the motivating factors are present. When she determines which of McClelland's three needs is highest in each worker, she can incorporate the satisfaction of that need in the assignments. For example, a worker with a high need for affiliation can work on teams while one with a low nAff can work independently. She should make sure each worker understands how the assignments and rewards were decided and perceives the distribution of those rewards to be fair. By jointly setting difficult goals with each employee and obtaining genuine commitment to those goals, her workers are likely to put forth more effort. As each employee demonstrates the actions that lead to success, Michelle can offer praise and other nonmonetary reinforcement. Some workers, especially the more experienced ones, will respond well to more autonomy in their job design; those with a desire for more work/life balance will appreciate flexibility. All will appreciate interesting work. Diff: 3 AACSB: Application of knowledge; Written and oral communication Learning Obj: LO 17.2: Compare and contrast early theories of motivation Classification: Application 15 Copyright © 2018 Pearson Education, Ltd.

51) Goal-setting theory says that ________. A) goals should be loosely defined and moderately challenging to maximize motivation B) a generalized goal of "do your best" is likely to be most effective in ensuring high performance C) difficult goals, when accepted, result in higher performance than do easy goals D) to be effective, goals set should be easily achievable for the top performers Answer: C Diff: 2 AACSB: Reflective thinking Learning Obj: LO 17.3: Compare and contrast contemporary theories of motivation Classification: Concept 52) The goal-setting theory states that ________. A) employee participation in goal-setting is not always necessary for ensuring performance B) self-generated feedback is largely ineffective as a motivator C) in order to maximize performance, goals must not be made public D) motivation is maximized by setting moderately challenging goals Answer: A Diff: 3 AACSB: Reflective thinking Learning Obj: LO 17.3: Compare and contrast contemporary theories of motivation Classification: Concept 53) Goal-setting theory assumes that an individual is committed to the goal. Commitment is most likely when ________. A) goals are assigned and not self-set B) goals are not made public C) the individual has an internal locus of control D) the individual has low self-efficacy Answer: C Diff: 2 AACSB: Reflective thinking Learning Obj: LO 17.3: Compare and contrast contemporary theories of motivation Classification: Concept 54) The goal-setting theory has the most value when ________. A) the individual is a high achiever B) the goals are assigned to the individual C) the individual has low self-efficacy D) commitment to goals is made public Answer: D Diff: 2 AACSB: Reflective thinking Learning Obj: LO 17.3: Compare and contrast contemporary theories of motivation Classification: Concept

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55) The goal-setting theory has most value in countries where ________. A) there is high uncertainty avoidance B) there is high power distance C) individuals are low in assertiveness D) subordinates are reasonably independent Answer: D Diff: 2 AACSB: Reflective thinking; Diverse and multicultural work environments Learning Obj: LO 17.3: Compare and contrast contemporary theories of motivation Classification: Concept 56) At his last performance evaluation, Elliott agreed to earn 20 continuing education credits before his next annual review. Ten months later, he still has not earned any. From this lack of action, we can infer that ________. A) Elliott works in a low uncertainty avoidance culture B) Elliott is low in self-efficacy C) Elliott's manager is a Theory Y manager D) Elliott was not committed to the goal Answer: D Diff: 3 AACSB: Application of knowledge Learning Obj: LO 17.3: Compare and contrast contemporary theories of motivation Classification: Application 57) In a familiar children's book, a little locomotive was asked to pull a heavy train up a steep mountain. The "little engine," as he was called, kept telling himself "I think I can. I think I can." The little engine was ________. A) high in need for affiliation B) low in commitment C) high in self-efficacy D) low in risk avoidance Answer: C Diff: 3 AACSB: Application of knowledge Learning Obj: LO 17.3: Compare and contrast contemporary theories of motivation Classification: Application 58) ________ theory says that behavior is a function of its consequences. A) Reinforcement B) Expectancy C) Equity D) Two-factor Answer: A Diff: 2 AACSB: Reflective thinking Learning Obj: LO 17.3: Compare and contrast contemporary theories of motivation Classification: Concept 17 Copyright © 2018 Pearson Education, Ltd.

59) In the context of the reinforcement theory, reinforcers are ________. A) those consequences that immediately follow a behavior and increase the probability that the behavior will be repeated B) punishments or rewards that are given out for negative or positive employee behavior, respectively C) the specific, unambiguous goals that have been set for employees as a standard for measuring their performance D) the supervisors or managers who have the responsibility of monitoring and reinforcing desired employee behavior Answer: A Diff: 2 AACSB: Reflective thinking Learning Obj: LO 17.3: Compare and contrast contemporary theories of motivation Classification: Concept 60) To help her new supervisors remember the concept of reinforcement theory, Carol told them to remember this: ________. A) What gets measured gets monitored B) What gets rewarded gets repeated C) Whatever can go wrong, will D) No good deed goes unpunished Answer: B Diff: 2 AACSB: Application of knowledge Learning Obj: LO 17.3: Compare and contrast contemporary theories of motivation Classification: Application 61) Which one of the following actions accurately reflects the reinforcement theory of motivation? A) A company's policy of cutting a day's pay if an employee reports to work later than 10.30 A.M. B) A company's policy of giving its sales staff cash coupons for exceeding their daily targets. C) A company initiating a process of job redesign to engage its employees better. D) A company setting specific and difficult goals and ensuring that employees accept them. Answer: B Diff: 3 AACSB: Application of knowledge Learning Obj: LO 17.3: Compare and contrast contemporary theories of motivation Classification: Application

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62) The way tasks are combined to form complete jobs is referred to as ________. A) job evaluation B) job rotation C) job design D) job specification Answer: C Diff: 1 AACSB: Reflective thinking Learning Obj: LO 17.3: Compare and contrast contemporary theories of motivation Classification: Concept 63) ________ refers to the number of different tasks required in a job and the frequency with which those tasks are repeated. A) Job scope B) Job depth C) job enlargement D) job enrichment Answer: A Diff: 2 AACSB: Reflective thinking Learning Obj: LO 17.3: Compare and contrast contemporary theories of motivation Classification: Concept 64) ________ refers to the horizontal expansion of a job by increasing the number of different tasks required in a job and the frequency with which those tasks are repeated. A) Job enrichment B) Job scope C) Job enlargement D) Job depth Answer: C Diff: 2 AACSB: Reflective thinking Learning Obj: LO 17.3: Compare and contrast contemporary theories of motivation Classification: Concept 65) ________ refers to the vertical expansion of a job by adding planning and evaluating responsibilities. A) Job enrichment B) Job enlargement C) Job scope D) Job depth Answer: A Diff: 2 AACSB: Reflective thinking Learning Obj: LO 17.3: Compare and contrast contemporary theories of motivation Classification: Concept 19 Copyright © 2018 Pearson Education, Ltd.

66) ________ refers to the degree of control employees have over their work. A) Task identity B) Task significance C) Job scope D) Job depth Answer: D Diff: 2 AACSB: Reflective thinking Learning Obj: LO 17.3: Compare and contrast contemporary theories of motivation Classification: Concept 67) Which one of the following is true about job enlargement and job enrichment? A) Job enlargement efforts that focus solely on increasing the number of tasks are largely effective in increasing employee motivation. B) Research shows that job enrichment improves employee motivation and satisfaction. C) Expanding the scope of knowledge used in a job leads to more job satisfaction, enhanced customer service, and fewer errors. D) Research shows that job enrichment is very useful in improving the quality of work of employees. Answer: C Diff: 2 AACSB: Reflective thinking Learning Obj: LO 17.3: Compare and contrast contemporary theories of motivation Classification: Concept 68) In the job characteristics model, ________ refers to the degree to which a job requires completion of a whole and identifiable piece of work. A) task significance B) skill variety C) autonomy D) task identity Answer: D Diff: 1 AACSB: Reflective thinking Learning Obj: LO 17.3: Compare and contrast contemporary theories of motivation Classification: Concept

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69) The last worker in the assembly line put on the tires and tightened the lug nuts. When asked what he did, he replied, "I build tractors." For this worker, his position included ________. A) high task identity B) high task variety C) high autonomy D) high feedback Answer: A Diff: 2 AACSB: Application of knowledge Learning Obj: LO 17.3: Compare and contrast contemporary theories of motivation Classification: Application 70) In the job characteristics model, task significance refers to the degree to which a job ________. A) provides freedom, independence, and discretion to the individual in carrying out the work B) requires a variety of activities and uses a number of different employee skills and talents C) requires completion of a whole and identifiable piece of work D) has a substantial impact on the lives or work of other people Answer: D Diff: 1 AACSB: Reflective thinking Learning Obj: LO 17.3: Compare and contrast contemporary theories of motivation Classification: Concept 71) "We can't pay much but our clients could not manage without people like you in their lives." This statement indicates that the position has ________. A) low self-efficacy B) high task significance C) high task identity D) high feedback Answer: B Diff: 3 AACSB: Application of knowledge Learning Obj: LO 17.3: Compare and contrast contemporary theories of motivation Classification: Application

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72) In the job characteristics model, the dimension of ________ refers to the degree to which a job provides substantial freedom, independence, and discretion to the individual in scheduling the work and determining the procedures to be used in carrying it out. A) task significance B) autonomy C) task identity D) skill variety Answer: B Diff: 1 AACSB: Reflective thinking Learning Obj: LO 17.3: Compare and contrast contemporary theories of motivation Classification: Concept 73) At 3M, workers are allowed up to 15% of their paid time to devote to projects of their own choosing. For that time, workers have ________. A) high task identity B) high task significance C) high autonomy D) low feedback Answer: C Diff: 2 AACSB: Application of knowledge Learning Obj: LO 17.3: Compare and contrast contemporary theories of motivation Classification: Application 74) In the job characteristics model, the dimension of ________ refers to the degree to which doing work activities required by a job results in an individual obtaining direct and clear information about the effectiveness of his or her performance. A) task significance B) feedback C) task identity D) autonomy Answer: B Diff: 1 AACSB: Reflective thinking Learning Obj: LO 17.3: Compare and contrast contemporary theories of motivation Classification: Concept

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75) As a flower arranger, Beth doesn't have to wait for someone to tell her. She can look at an arrangement and know whether she did a good job. Beth's job has ________. A) low task significance B) low skill variety C) high feedback D) high autonomy Answer: C Diff: 3 AACSB: Application of knowledge Learning Obj: LO 17.3: Compare and contrast contemporary theories of motivation Classification: Application 76) According to the JCM, which three job characteristics are crucial to an employee experiencing meaningfulness of his or her work? A) autonomy, task identity, and task significance B) skill variety, task identity, and task significance C) autonomy, feedback, and task significance D) skill variety, autonomy, and feedback Answer: B Diff: 3 AACSB: Reflective thinking Learning Obj: LO 17.3: Compare and contrast contemporary theories of motivation Classification: Concept 77) According to the JCM, which job characteristic leads to an employee experiencing responsibility for outcomes of his or her work? A) task significance B) autonomy C) feedback D) skill variety Answer: B Diff: 1 AACSB: Reflective thinking Learning Obj: LO 17.3: Compare and contrast contemporary theories of motivation Classification: Concept 78) According to the JCM, which job characteristic results in the employee knowing about the actual results of his or her work activities? A) task significance B) autonomy C) feedback D) skill variety Answer: C Diff: 1 AACSB: Reflective thinking Learning Obj: LO 17.3: Compare and contrast contemporary theories of motivation Classification: Concept 23 Copyright © 2018 Pearson Education, Ltd.

79) Sarah is using the JCM to redesign jobs for her small team of writers. After carefully analyzing their jobs, she determines that while their jobs are high in skill variety, task identity, task significance, and autonomy, they receive little feedback about their work. Which one of the following steps will enable Sarah to improve this aspect of their jobs? A) adding editing and proofreading duties to their existing work B) allowing the writers to directly conduct business with their clients C) allowing writers to choose their topics and assignments D) making employees responsible for executing a piece of work from start to finish Answer: B Diff: 3 AACSB: Application of knowledge Learning Obj: LO 17.3: Compare and contrast contemporary theories of motivation Classification: Application 80) "In jobs today, employees rely more and more on those around them for information, advice, and assistance." Which one of the following approaches to job design best reflects this statement? A) the relational perspective of work design B) the job characteristics model C) the proactive perspective of work design D) high involvement work practices Answer: A Diff: 3 AACSB: Reflective thinking Learning Obj: LO 17.3: Compare and contrast contemporary theories of motivation Classification: Concept 81) The ________ of work design says that employees are taking the initiative to change how their work is performed. A) social model B) proactive perspective C) job characteristics model D) relational perspective Answer: B Diff: 1 AACSB: Reflective thinking Learning Obj: LO 17.3: Compare and contrast contemporary theories of motivation Classification: Concept

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82) The equity theory proposes that ________. A) offering employees part of the company's shares, or equity, motivates them to do their best because their performance directly ties in with the company's B) employees expect that exerting a given amount of effort will lead to a certain level of performance and will be demotivated if that does not happen C) an employee compares his or her job's input-outcomes ratio with that of relevant others and then takes steps to correct any inequity D) employees are more likely to show initiative at work if they are more involved in decisions that affect their work Answer: C Diff: 2 AACSB: Reflective thinking Learning Obj: LO 17.3: Compare and contrast contemporary theories of motivation Classification: Concept 83) Coworkers Bob and Tom were comparing checks on Friday. Bob saw that Tom's was significantly larger, which made Bob unhappy. Which theory best explains Bob's reaction? A) Maslow's hierarchy of needs theory B) Herzberg's two-factor theory C) Adams' equity theory D) Vroom's expectancy theory Answer: C Diff: 2 AACSB: Application of knowledge Learning Obj: LO 17.3: Compare and contrast contemporary theories of motivation Classification: Application 84) After seeing Tom's paycheck, Bob decided their inputs were nearly identical but Tom's check was much larger. Bob decided to take action to make things fairer in his mind. He is most likely to ________. A) increase the quantity of his production B) focus on the quality of his production C) reduce his effort at work D) find another person to compare checks with Answer: C Diff: 3 AACSB: Application of knowledge Learning Obj: LO 17.3: Compare and contrast contemporary theories of motivation Classification: Application

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85) ________ justice is the perceived fairness of the amount and allocation of rewards among individuals. A) Distributive B) Restorative C) Retributive D) Procedural Answer: A Diff: 1 AACSB: Reflective thinking Learning Obj: LO 17.3: Compare and contrast contemporary theories of motivation Classification: Concept 86) When Bob discovered Tom had a larger paycheck for the same amount of effort, his concern centered on ________ justice. A) distributive B) restorative C) retributive D) procedural Answer: A Diff: 3 AACSB: Application of knowledge Learning Obj: LO 17.3: Compare and contrast contemporary theories of motivation Classification: Application 87) The company announced it would be laying off several workers because of the loss of several large orders. Employees wondered how the workers to be laid off would be selected. They were concerned with ________. A) equity B) distributive justice C) procedural justice D) need for achievement Answer: C Diff: 2 AACSB: Application of knowledge Learning Obj: LO 17.3: Compare and contrast contemporary theories of motivation Classification: Application

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88) In the expectancy theory, ________ is the probability perceived by the individual that exerting a given amount of effort will lead to a certain level of performance. A) expectancy B) valence C) instrumentality D) saliency Answer: A Diff: 1 AACSB: Reflective thinking Learning Obj: LO 17.3: Compare and contrast contemporary theories of motivation Classification: Concept 89) In the expectancy theory, ________ is the degree to which the individual believes that performing at a particular level is instrumental in attaining the desired outcome. A) expectancy B) valence C) performance-reward linkage D) effort-performance linkage Answer: C Diff: 1 AACSB: Reflective thinking Learning Obj: LO 17.3: Compare and contrast contemporary theories of motivation Classification: Concept 90) In the expectancy theory, ________ is the importance that the individual places on the potential outcome or reward that can be achieved on the job. A) expectancy B) valence C) instrumentality D) saliency Answer: B Diff: 1 AACSB: Reflective thinking Learning Obj: LO 17.3: Compare and contrast contemporary theories of motivation Classification: Concept

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91) Tammy's boss has asked her to take on a project in addition to her regular work. According to expectancy theory, Tammy will consider the instrumentality and ask herself, "________." A) Do I really have time to take on another project? B) How much time will this project take? C) What's in it for me? D) What are the odds that if I expend effort on the project my performance will be satisfactory to the boss? Answer: D Diff: 3 AACSB: Application of knowledge Learning Obj: LO 17.3: Compare and contrast contemporary theories of motivation Classification: Application 92) Bonnie's boss has offered her baseball game tickets if she meets her sales goals this month. Bonnie looked at him in disbelief and did not put forth the effort to meet the goals. According to expectancy theory, from this we can surmise ________. A) the expectancy was only moderate B) the reward had low valence for Bonnie C) the instrumentality was low D) the effort-reward linkage was weak Answer: B Diff: 3 AACSB: Application of knowledge Learning Obj: LO 17.3: Compare and contrast contemporary theories of motivation Classification: Application 93) According to the goal-setting theory, a generalized goal of "do your best" will produce a higher output than specific, challenging goals. Answer: FALSE Diff: 1 AACSB: Reflective thinking Learning Obj: LO 17.3: Compare and contrast contemporary theories of motivation Classification: Concept 94) Goal-setting theory works well as a motivator in cultures that are high in uncertainty avoidance. Answer: FALSE Diff: 2 AACSB: Reflective thinking; Diverse and multicultural work environments Learning Obj: LO 17.3: Compare and contrast contemporary theories of motivation Classification: Concept

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95) Evidence suggests goal-setting theory is directly related to job satisfaction. Answer: FALSE Diff: 2 AACSB: Reflective thinking Learning Obj: LO 17.3: Compare and contrast contemporary theories of motivation Classification: Concept 96) Managers using reinforcement theory to motivate employees should ignore, not punish, undesirable behavior. Answer: TRUE Diff: 2 AACSB: Reflective thinking Learning Obj: LO 17.3: Compare and contrast contemporary theories of motivation Classification: Concept 97) The term job design refers to the way tasks are combined to form complete jobs. Answer: TRUE Diff: 1 AACSB: Reflective thinking Learning Obj: LO 17.3: Compare and contrast contemporary theories of motivation Classification: Concept 98) Making jobs smaller and more specialized is the most effective way of motivating employees. Answer: FALSE Diff: 2 AACSB: Reflective thinking Learning Obj: LO 17.3: Compare and contrast contemporary theories of motivation Classification: Concept 99) Job enlargement refers to the horizontal expansion of a job by increasing job scope. Answer: TRUE Diff: 1 AACSB: Reflective thinking Learning Obj: LO 17.3: Compare and contrast contemporary theories of motivation Classification: Concept 100) An enriched job allows workers to do an entire activity with increased freedom, independence, and responsibility. Answer: TRUE Diff: 1 AACSB: Reflective thinking Learning Obj: LO 17.3: Compare and contrast contemporary theories of motivation Classification: Concept

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101) Evidence supports that job enrichment is by far the best method to motivate employees. Answer: FALSE Diff: 2 AACSB: Reflective thinking Learning Obj: LO 17.3: Compare and contrast contemporary theories of motivation Classification: Concept 102) In the job characteristics model, task significance refers to the degree to which a job requires completion of a whole and identifiable piece of work. Answer: FALSE Diff: 2 AACSB: Reflective thinking Learning Obj: LO 17.3: Compare and contrast contemporary theories of motivation Classification: Concept 103) According to the job characteristics model, combining fragmented tasks will help increase skill variety and task identity. Answer: TRUE Diff: 2 AACSB: Reflective thinking Learning Obj: LO 17.3: Compare and contrast contemporary theories of motivation Classification: Concept 104) High-involvement work practices is another term for employee empowerment. Answer: TRUE Diff: 1 AACSB: Reflective thinking Learning Obj: LO 17.3: Compare and contrast contemporary theories of motivation Classification: Concept 105) In equity theory, recent research shows that distributive justice has a greater influence on employee satisfaction than procedural justice. Answer: TRUE Diff: 1 AACSB: Reflective thinking Learning Obj: LO 17.3: Compare and contrast contemporary theories of motivation Classification: Concept

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106) What does goal-setting theory tell us? Answer: The goal-setting theory says that specific goals increase performance and that difficult goals, when accepted, result in higher performance than do easy goals. It says that working toward a goal is a major source of job motivation. Studies on goal setting have demonstrated that specific and challenging goals are superior motivating forces. Such goals produce a higher output than does the generalized goal of "do your best." The specificity of the goal itself acts as an internal stimulus. However, the conclusions of goal-setting theory apply to those who accept and are committed to the goals. Also, while participation is preferable to assigning goals when employees may resist difficult challenges, it is not always necessary for performance. Selfgenerated feedback has been shown to be a more powerful motivator than feedback coming from someone else. Three other contingencies besides feedback influence the goal-performance relationship: goal commitment, adequate self-efficacy, and national culture. First, commitment is most likely when goals are made public, when the individual has an internal locus of control, and when the goals are self-set rather than assigned. Next, self-efficacy refers to an individual's belief that he or she is capable of performing a task. The higher your self-efficacy, the more confidence you have in your ability to succeed in a task. Finally, the value of goal-setting theory depends on the national culture. It's well adapted to North American countries because its main ideas align reasonably well with those cultures. Goal setting cannot be expected to lead to higher employee performance in countries where the cultural characteristics aren't like this. Diff: 3 AACSB: Reflective thinking; Written and oral communication; Diverse and multicultural work environments Learning Obj: LO 17.3: Compare and contrast contemporary theories of motivation Classification: Concept

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107) Explain the concepts of job enlargement and job enrichment with suitable examples and analyze their effectiveness in motivating employees. Answer: Job enlargement refers to the horizontal expansion of a job by increasing job scope, or the number of different tasks required in a job and the frequency with which these tasks are repeated. For instance, the job of an office assistant could be expanded so that apart from filing and documentation, he could also handle phone calls and visitors. In contrast, job enrichment is the vertical expansion of a job by adding planning and evaluating responsibilities. Job enrichment increases job depth, which is the degree of control employees have over their work. In other words, employees are empowered to assume some of the tasks typically done by their managers. Thus, an enriched job allows workers to do an entire activity with increased freedom, independence, and responsibility. In addition, workers get feedback so they can assess and correct their own performance. For instance, if an office assistant had an enriched job, he could, in addition to filing and documentation, schedule appointments (planning) and follow up with clients and coworkers (evaluating). Most job enlargement efforts that focused solely on increasing the number of tasks don't seem to work. However, research has shown that knowledge enlargement activities (expanding the scope of knowledge used in a job) lead to more job satisfaction, enhanced customer service, and fewer errors. Also, although job enrichment may improve the quality of work, employee motivation, and satisfaction, research evidence has been inconclusive as to its usefulness. Diff: 3 AACSB: Reflective thinking; Written and oral communication; Application of knowledge Learning Obj: LO 17.3: Compare and contrast contemporary theories of motivation Classification: Concept; Application 108) How can managers use the job characteristics model (JCM) to design jobs? Answer: The JCM provides specific guidance to managers for job design. These suggestions specify the types of changes that are most likely to lead to improvement in the five core job dimensions. 1. Combine tasks: Put fragmented tasks back together to form a new, larger work module (job enlargement) to increase skill variety and task identity. 2. Create natural work units: Design tasks that form an identifiable and meaningful whole to increase employee "ownership" of the work. Encourage employees to view their work as meaningful and important rather than as irrelevant and boring. 3. Establish client (external or internal) relationships: Whenever possible, establish direct relationships between workers and their clients to increase skill variety, autonomy, and feedback. 4. Expand jobs vertically: Vertical expansion gives employees responsibilities and controls that were formerly reserved for managers, which can increase employee autonomy. 5. Open feedback channels: Direct feedback lets employees know how well they're performing their jobs and whether their performance is improving or not. Diff: 3 AACSB: Reflective thinking; Written and oral communication Learning Obj: LO 17.3: Compare and contrast contemporary theories of motivation Classification: Concept

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109) Which one of the following is true about managing cross-cultural motivational challenges? A) Maslow's needs hierarchy largely remains unchanged across cultures. B) In masculine cultures such as Japan and Slovakia, the focus is on quality-of-life benefits. C) Recent evidence suggests that in collectivist cultures, especially in the former socialist countries of Central and Eastern Europe, employees link pay solely to performance. D) Most current motivation theories were developed in the United States by Americans and about Americans. Answer: D Diff: 2 AACSB: Reflective thinking; Diverse and multicultural work environments Learning Obj: LO 17.4: Discuss current issues in motivation Classification: Concept 110) Which one of the following motivating factors or concepts is important to all workers, regardless of their national culture? A) extrinsic factors like pay B) need for achievement C) physiological needs as the foundational need in the needs hierarchy D) interesting work Answer: D Diff: 1 AACSB: Reflective thinking; Diverse and multicultural work environments Learning Obj: LO 17.4: Discuss current issues in motivation Classification: Concept 111) To maximize motivation among today's workforce, managers need to think in terms of ________. A) job autonomy B) flexibility C) job security D) compensation Answer: B Diff: 1 AACSB: Reflective thinking; Diverse and multicultural work environments Learning Obj: LO 17.4: Discuss current issues in motivation Classification: Concept

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112) Studies tell us that younger men place more importance on having ________ in their jobs, while younger women seek ________. A) structure; interpersonal relationships B) independence; highly structured work opportunities C) autonomy; convenience and flexibility D) flexibility; learning opportunities Answer: C Diff: 2 AACSB: Reflective thinking; Diverse and multicultural work environments Learning Obj: LO 17.4: Discuss current issues in motivation Classification: Concept 113) Jack Hammer is a retired man who has decided to seek work with your company to supplement his retirement income. As you consider whether he will be a good fit for your department, you decide that he is likely to find satisfaction in the job because it ________. A) is in a highly structured work environment B) offers convenient and flexible work hours C) is characterized by a high degree of independence D) provides an opportunity for interpersonal relationships Answer: A Diff: 3 AACSB: Diverse and multicultural work environments; Application of knowledge Learning Obj: LO 17.4: Discuss current issues in motivation Classification: Application 114) Which one of the following is true about motivating unique groups of workers? A) Higher pay is the only reward that is important to low-skilled, minimum-wage employees. B) Flexible work arrangements have shown a strong link with high motivation levels. C) Money and promotions are typically low on the priority list of professionals. D) For most temp workers, the freedom they get from their temporary status is the main motivator. Answer: C Diff: 3 AACSB: Reflective thinking; Diverse and multicultural work environments Learning Obj: LO 17.4: Discuss current issues in motivation Classification: Concept 115) Temporary workers are often motivated by ________. A) autonomy in their work and flexibility in their schedules B) the opportunity to become regular, full-time employees C) the ability to change assignments frequently D) recognition and responsibility Answer: B Diff: 2 AACSB: Reflective thinking Learning Obj: LO 17.4: Discuss current issues in motivation Classification: Concept 34 Copyright © 2018 Pearson Education, Ltd.

116) Flipping burgers at the local drive-thru is Marla's first job. She has no work experience, no marketable skills. Which one of the following would you suggest her manager do to keep Marla motivated to perform at her highest level? A) Pay her more than minimum wage. B) Pair her with a long-term employee to train her in her job tasks. C) Offer her a promotion if she meets specific goals. D) Recognize her best performance with public praise. Answer: D Diff: 3 AACSB: Application of knowledge Learning Obj: LO 17.4: Discuss current issues in motivation Classification: Application 117) ________ is a motivational approach in which an organization's financial statements are shared with all employees. A) Pay-for-performance B) Self-determination approach C) Open-book management D) I-Change model Answer: C Diff: 1 AACSB: Reflective thinking Learning Obj: LO 17.4: Discuss current issues in motivation Classification: Concept 118) The use of employee recognition programs as motivational tools is consistent with the ________ theory. A) hierarchy of needs B) reinforcement C) three-factor D) expectancy Answer: B Diff: 2 AACSB: Reflective thinking Learning Obj: LO 17.4: Discuss current issues in motivation Classification: Concept 119) Research indicates that the desire to be treated with respect is important to almost all workers, regardless of national culture. Answer: TRUE Diff: 1 AACSB: Reflective thinking; Diverse and multicultural work environments Learning Obj: LO 17.4: Discuss current issues in motivation Classification: Concept

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120) More than the other motivational theories, Maslow's hierarchy of needs has universal application. Answer: FALSE Diff: 2 AACSB: Reflective thinking; Diverse and multicultural work environments Learning Obj: LO 17.4: Discuss current issues in motivation Classification: Concept 121) Professionals tend to be focused on their work as their central life interest, whereas nonprofessionals typically have other interests outside of work that can compensate for needs not met on the job. Answer: TRUE Diff: 2 AACSB: Reflective thinking Learning Obj: LO 17.4: Discuss current issues in motivation Classification: Concept 122) Research indicates that, for the most part, pay-for-performance programs show positive results. Answer: TRUE Diff: 1 AACSB: Reflective thinking Learning Obj: LO 17.4: Discuss current issues in motivation Classification: Concept 123) The economic recession of the last few years saw employees at the receiving end of job insecurity, layoffs, tight budgets, minimal or no pay raises, benefit cuts, no bonuses, and long hours doing the work of those who had been laid off. Assuming that you were a manager during these difficult times, how would you motivate your employees? Answer: In tough economic circumstances like the last recession, managers must be creative in keeping their employees' efforts energized, directed, and sustained toward achieving goals. They should look at ways to motivate employees that didn't involve money or that were relatively inexpensive. They can rely on actions such as holding meetings with employees to keep the lines of communication open and to get their input on issues; establishing a common goal, such as maintaining excellent customer service, to keep everyone focused; creating a community feel so employees could see that managers cared about them and their work; and giving employees opportunities to continue to learn and grow. And, of course, an encouraging word always goes a long way. Diff: 3 AACSB: Written and oral communication; Application of knowledge Learning Obj: LO 17.4: Discuss current issues in motivation Classification: Application

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124) What is open-book management? How is it effective in motivating appropriate employee behavior? Answer: Many organizations of various sizes involve their employees in workplace decisions by opening up the financial statements (the "books"). They share that information so that employees will be motivated to make better decisions about their work and better able to understand the implications of what they do, how they do it, and the ultimate impact on the bottom line. This approach is called open-book management. The goal of open-book management is to get employees to think like an owner by seeing the impact their decisions have on financial results. Since many employees don't have the knowledge or background to understand the financials, they have to be taught how to read and understand the organization's financial statements. Once employees have this knowledge, however, managers need to regularly share the numbers with them. By sharing this information, employees begin to see the link between their efforts, level of performance, and operational results. Diff: 3 AACSB: Reflective thinking; Written and oral communication Learning Obj: LO 17.4: Discuss current issues in motivation Classification: Concept

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Management, 14e, Global Edition (Robbins/Coulter) Chapter 18 Controlling Activities and Operations 1) ________ refers to the process of monitoring, comparing, and correcting work performance. A) Controlling B) Checking C) Measuring D) Verifying Answer: A Diff: 2 AACSB: Reflective thinking Learning Obj: LO 18.1: Explain the nature and importance of control Classification: Concept 2) ________ is the final step in the management process, which provides a critical link back to ________. A) Organizing; planning B) Planning; controlling C) Controlling; planning D) Leading; organizing Answer: C Diff: 2 AACSB: Reflective thinking Learning Obj: LO 18.1: Explain the nature and importance of control Classification: Concept 3) Which one of the following management responsibilities determines if organizational goals are being achieved? A) designing the organization's structure B) motivating employees C) formulating business strategy D) measuring firm performance Answer: D Diff: 2 AACSB: Reflective thinking Learning Obj: LO 18.1: Explain the nature and importance of control Classification: Concept

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4) Which one of the following observations best explains why the control function is important? A) An effective control system includes employee empowerment. B) An effective control system assures that the organization will meet or exceed its goals. C) An effective control system is the only way managers know whether organizational goals are being met. D) Organizational strategies are formed during the controlling stage. Answer: C Diff: 2 AACSB: Reflective thinking Learning Obj: LO 18.1: Explain the nature and importance of control Classification: Concept 5) Statco, Inc., has struggled to meet projected revenues for each of the past ten quarters. The firm hired Mark Adams to design a control system and offer suggestions to improve the firm's performance. Which one of the following is a key activity that the proposed control system should perform? A) organizational planning B) organizational structuring C) performance measurement D) corporate governance Answer: C Diff: 2 AACSB: Application of knowledge Learning Obj: LO 18.1: Explain the nature and importance of control Classification: Application 6) Which one of the following represents the controlling function? A) The die cast machine operator adjusts the settings on the machine. B) The shift supervisor checks the production schedule for the day. C) The production manager schedules a new customer order. D) The quality auditor selects one piece every 15 minutes from the batch of molded products and, using very precise gauges, measures key dimensions on the part. Answer: D Diff: 3 AACSB: Application of knowledge Learning Obj: LO 18.1: Explain the nature and importance of control Classification: Application 7) Having a control system reduces the scope of employee empowerment and autonomy. Answer: FALSE Diff: 1 AACSB: Reflective thinking Learning Obj: LO 18.1: Explain the nature and importance of control Classification: Concept

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8) Controlling is the process of monitoring, comparing, and correcting work performance. Answer: TRUE Diff: 1 AACSB: Reflective thinking Learning Obj: LO 18.1: Explain the nature and importance of control Classification: Concept 9) Having a control system increases the scope of employee empowerment. Answer: FALSE Diff: 2 AACSB: Reflective thinking Learning Obj: LO 18.1: Explain the nature and importance of control Classification: Concept 10) Managers engage in controlling activities to protect the organization and its assets. Answer: TRUE Diff: 1 AACSB: Reflective thinking Learning Obj: LO 18.1: Explain the nature and importance of control Classification: Concept 11) What are the major reasons why the control function is important to managers? Answer: Control is important because it's the only way managers know whether organizational goals are being met and if not, the reasons why. The value of the control function can be seen in three specific areas: planning, empowering employees, and protecting the workplace. As the final step in the management process, controlling provides the critical link back to planning. If managers didn't control, they'd have no way of knowing whether their goals and plans were being achieved and what future actions to take. The second reason controlling is important is because of employee empowerment. Many managers are reluctant to empower their employees because they fear employees will do something wrong for which they would be held responsible. Many managers are tempted to do things themselves and avoid empowering. But an effective control system can provide information and feedback on employee performance, thus reducing potential problems. The final reason that managers control is to protect the organization and its assets. Today's environment brings heightened threats from natural disasters, financial scandals, workplace violence, supply chain disruptions, security breaches, and even possible terrorist attacks. Managers must have plans in place to protect the organization's employees, facilities, data, and infrastructure. Having comprehensive controls and backup plans will help assure minimal work disruptions. Diff: 3 AACSB: Reflective thinking; Written and oral communication Learning Obj: LO 18.1: Explain the nature and importance of control Classification: Concept

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12) The control process assumes that ________. A) feedback is the only way to improve performance B) managers will be aware of the actions and activities of their employees C) performance standards are already in place D) employee monitoring costs are part and parcel of doing business Answer: C Diff: 2 AACSB: Reflective thinking Learning Obj: LO 18.2: Describe the three steps in the control process Classification: Concept 13) Sometimes the French fries are rather pale, other times they are golden, sometimes they are quite dark. Anna cooks them according to how much time she has available between customers. The variation in appearance can be attributed to ________. A) customer demand B) the fact that there is no performance standard C) differences in the potatoes D) emphasis of quantity over quality Answer: B Diff: 2 AACSB: Application of knowledge Learning Obj: LO 18.2: Describe the three steps in the control process Classification: Application 14) The first step in the control process is ________. A) setting the desired standards B) measuring actual performance C) comparing performance against expectations D) enforcing managerial control Answer: B Diff: 2 AACSB: Reflective thinking Learning Obj: LO 18.2: Describe the three steps in the control process Classification: Concept 15) Which one of the following sources of information for measuring performance is time consuming, obtrusive, and subject to personal biases? A) oral reports B) personal observations C) statistical reports D) written reports Answer: B Diff: 2 AACSB: Reflective thinking Learning Obj: LO 18.2: Describe the three steps in the control process Classification: Concept 4 Copyright © 2018 Pearson Education, Ltd.

16) Blanca nods as she watches her new employee as he executes the steps in making French fries. Her purpose is to make sure he follows the instructions exactly as given. Blanca is using ________. A) personal observation B) statistical reports C) mentoring D) nonverbal feedback Answer: A Diff: 2 AACSB: Application of knowledge Learning Obj: LO 18.2: Describe the three steps in the control process Classification: Application 17) Which one of the following is an advantage of using statistical reports as the source of information? A) Statistical reports can be used to obtain firsthand knowledge. B) Unfiltered information can be obtained using statistical reports. C) Statistical reports are effective for showing relationships. D) Statistical reports provide unbiased information. Answer: C Diff: 3 AACSB: Reflective thinking Learning Obj: LO 18.2: Describe the three steps in the control process Classification: Concept 18) Andrew prefers to get his performance data in the form of charts and graphs. Andrew prefers ________. A) personal observations B) statistical reports C) oral reports D) written reports Answer: B Diff: 2 AACSB: Application of knowledge Learning Obj: LO 18.2: Describe the three steps in the control process Classification: Application

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19) Barry wants to use a tool that makes the data easy to visualize and is effective for showing relationships. Which one of the following tools is best suited for this? A) personal observation B) spreadsheets C) written reports D) statistical reports Answer: D Diff: 2 AACSB: Application of knowledge Learning Obj: LO 18.2: Describe the three steps in the control process Classification: Application 20) Which one of the following sources usually provides filtered information which cannot be documented? A) oral reports B) personal observations C) online reports D) written reports Answer: A Diff: 2 AACSB: Reflective thinking Learning Obj: LO 18.2: Describe the three steps in the control process Classification: Concept 21) Brenda is always ready with a story to tell about performance in her area. Unfortunately, Brenda sometimes leaves out important facts and makes statements that cannot be corroborated. Brenda is delivering ________. A) personal observations B) statistical reports C) oral reports D) anecdotes Answer: C Diff: 2 AACSB: Application of knowledge Learning Obj: LO 18.2: Describe the three steps in the control process Classification: Application

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22) Which one of the following sources provides information which is comprehensive, formal, and easy to file and retrieve? A) oral reports B) personal observations C) online reports D) written reports Answer: D Diff: 2 AACSB: Reflective thinking Learning Obj: LO 18.2: Describe the three steps in the control process Classification: Concept 23) At the end of every month, the accounting department submits a balance sheet, statement of profit and loss, and cash flow statement to the senior management team. These are all ________. A) personal observations B) statistical reports C) oral reports D) written reports Answer: D Diff: 2 AACSB: Application of knowledge Learning Obj: LO 18.2: Describe the three steps in the control process Classification: Application 24) For which of the following is a subjective measure most appropriate? A) level of satisfaction of patient care in a hospital B) degree of improvement in closing sales in a real estate brokerage C) quality of a water supply D) reduction of waste in a manufacturing process Answer: A Diff: 3 AACSB: Application of knowledge Learning Obj: LO 18.2: Describe the three steps in the control process Classification: Application 25) The comparing step in the control process determines ________. A) a company's relative position in the industry in terms of the standards used B) a company's relative position in the industry in terms of performance variances C) the variation between actual performance and an external benchmark from a noncompetitor D) the variation between actual performance and the standard Answer: D Diff: 2 AACSB: Reflective thinking Learning Obj: LO 18.2: Describe the three steps in the control process Classification: Concept

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26) At the beginning of every shift, Cody records the amount of pizza sauce in inventory. At the end of every shift, he records the number of pizzas made and the amount of pizza sauce left in inventory. Why would he do this? A) So he can determine if employees are taking sauce home. B) So he can compare the quantity used with the budgeted amount. C) So he will know how much pizza sauce to order. D) So he will know how many customers visited his pizza parlor during his shift. Answer: B Diff: 2 AACSB: Application of knowledge Learning Obj: LO 18.2: Describe the three steps in the control process Classification: Application 27) Managers should use subjective measures when ________. A) work activities cannot be expressed in quantifiable terms B) work activities are critical to the organization C) organizational processes and activities are complex D) employee attitudes are at stake Answer: A Diff: 2 AACSB: Reflective thinking Learning Obj: LO 18.2: Describe the three steps in the control process Classification: Concept 28) ________ corrects the problem at once to get performance back on track. A) Basic corrective action B) Immediate corrective action C) Verbal feedback D) Disciplinary action Answer: B Diff: 2 AACSB: Reflective thinking Learning Obj: LO 18.2: Describe the three steps in the control process Classification: Concept 29) "No, James, you must start the timer after you lower the French fry basket into the fryer, not before." This supervisor is using ________. A) basic corrective action B) disciplinary action C) immediate corrective action D) delayed corrective action Answer: C Diff: 3 AACSB: Application of knowledge Learning Obj: LO 18.2: Describe the three steps in the control process Classification: Application 8 Copyright © 2018 Pearson Education, Ltd.

30) If a manager investigates how and why performance has deviated beyond the acceptable range of variation, and then corrects the source of the deviation, she is using ________. A) feedback control B) immediate corrective action C) basic corrective action D) concurrent control Answer: C Diff: 2 AACSB: Reflective thinking Learning Obj: LO 18.2: Describe the three steps in the control process Classification: Concept 31) Mark recommends that the managers at Statco should identify how and why performance has deviated beyond the acceptable range of variation, and then correct the source of the deviation. Here, Mark is recommending ________. A) feedforward control B) immediate corrective action C) basic corrective action D) concurrent control Answer: C Diff: 3 AACSB: Application of knowledge Learning Obj: LO 18.2: Describe the three steps in the control process Classification: Application 32) Following a customer complaint, Bigly Mfg. formed a problem solving team to find out why the system was producing unacceptable parts and make a recommendation to fix it. This is an example of ________. A) delayed corrective action B) immediate corrective action C) basic corrective action D) preventive corrective action Answer: C Diff: 3 AACSB: Application of knowledge Learning Obj: LO 18.2: Describe the three steps in the control process Classification: Application

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33) Managers could choose to do nothing when ________. A) an employee fails to attain the standard because of internal problems B) the difference between actual performance and standard performance is low and acceptable C) performance standards are acceptable, though the employees have not attained it D) the variance observed from the expected performance is caused due to unrealistic standards Answer: B Diff: 2 AACSB: Reflective thinking Learning Obj: LO 18.2: Describe the three steps in the control process Classification: Concept 34) The goal for the sales team at the auto dealership was to sell one new car per day every day of the month. In August the team sold 33 cars. What should management do? A) Nothing. The deviation is insignificant. B) Revise the goal. If the team sold more than the goal, obviously the goal is too low. C) Wait. See if the performance is duplicated next month before taking any action. D) Celebrate. Any achievement beyond the goal is deserving of a celebration. Answer: A Diff: 3 AACSB: Application of knowledge Learning Obj: LO 18.2: Describe the three steps in the control process Classification: Application 35) Some control criteria, such as employee satisfaction, can be used for any management situation. Answer: TRUE Diff: 1 AACSB: Reflective thinking Learning Obj: LO 18.2: Describe the three steps in the control process Classification: Concept 36) Deviations that exceed the acceptable range of variation become significant and need a manager's attention. Answer: TRUE Diff: 1 AACSB: Reflective thinking Learning Obj: LO 18.2: Describe the three steps in the control process Classification: Concept 37) Basic corrective action corrects problems at once to get performance back on track. Answer: FALSE Diff: 2 AACSB: Reflective thinking Learning Obj: LO 18.2: Describe the three steps in the control process Classification: Concept

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38) Managers should do nothing if the variance observed from the standard is acceptable. Answer: TRUE Diff: 1 AACSB: Reflective thinking Learning Obj: LO 18.2: Describe the three steps in the control process Classification: Concept 39) If the variance between the standard and the actual result is in the organization's favor, managers do not need to do anything. Answer: FALSE Diff: 2 AACSB: Reflective thinking Learning Obj: LO 18.2: Describe the three steps in the control process Classification: Concept 40) In a short essay, list and briefly explain the steps, processes, and best practices managers typically utilize in the control process. Provide examples where appropriate. Answer: a. Measuring-the first step in the control process is measuring. Most jobs and activities can be expressed in tangible and measurable terms. Managers frequently use a variety of sources of information to measure actual performance, such as personal observation, statistical reports, oral reports, and written reports. For most managers, using a combination of approaches increases both the number of input sources and the probability of getting reliable information. b. Comparing-the second step involves determining the degree of variation between actual performance and the pre-specified standard. Some variation is to be expected. However, it is important for managers to determine the acceptable range of variation. c. Taking managerial action-managers can choose among three possible courses of action: do nothing, correct the actual performance, or revise the standards. Examples of corrective actions might include changing strategy, structure, compensation plans, training programs, redesigning jobs, or firing employees. Revising standards is an appropriate response if the variance was the result of unrealistic expectations. However, revising standards downwards can be troublesome when an employee or work unit fall short of reaching a goal. If they don't meet the standard, their natural response is to attack the standard. If the manager believes the standard is fair, they should explain their position, reaffirm their desire for the employee or work unit to meet the standard, and then take necessary corrective action to turn that expectation into reality. Diff: 3 AACSB: Reflective thinking; Written and oral communication Learning Obj: LO 18.2: Describe the three steps in the control process Classification: Concept

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41) Which one of the following best fits the definition of organizational performance which managers should control? A) Mr. B's Pizzeria sold an average of 18 pizzas per hour on Saturday night. B) The customer ordered the Victorian Rose interior décor. C) Colin arrived 15 minutes early for his shift. D) The shipment of parts arrived two days late. Answer: A Diff: 2 AACSB: Application of knowledge Learning Obj: LO 18.3: Explain how organizational and employee performance are measured Classification: Application 42) Which one of the following refers to the overall output of goods or services produced divided by the inputs needed to generate that output? A) yield B) efficiency C) effectiveness D) productivity Answer: D Diff: 2 AACSB: Reflective thinking Learning Obj: LO 18.3: Explain how organizational and employee performance are measured Classification: Concept 43) The plant superintendent wants to know the value of products per man hour. She is concerned with ________. A) costs B) waste C) productivity D) profits Answer: C Diff: 3 AACSB: Application of knowledge Learning Obj: LO 18.3: Explain how organizational and employee performance are measured Classification: Application 44) Festus believes organizational effectiveness is more important to the organization than organizational productivity. What could be the rationale behind this belief? A) Organizational productivity is not a measure of organizational performance. B) Organizational effectiveness is a measure of how well the organizational goals are met. C) Organizational productivity is not directly related to organizational output. D) Organizational effectiveness is a quantitative measure of the input-output relationship. Answer: B Diff: 3 AACSB: Application of knowledge Learning Obj: LO 18.3: Explain how organizational and employee performance are measured Classification: Application 12 Copyright © 2018 Pearson Education, Ltd.

45) ________ is measured by the costs of acquiring and transforming organizational resources into outputs. A) Input B) Quality C) Profit D) Leverage Answer: A Diff: 2 AACSB: Reflective thinking Learning Obj: LO 18.3: Explain how organizational and employee performance are measured Classification: Concept 46) Which one of the following is considered the easiest way to increase organizational productivity? A) increasing the price of outputs B) increasing the price of inputs C) hiring more employees D) decreasing the value of the products Answer: A Diff: 2 AACSB: Reflective thinking Learning Obj: LO 18.3: Explain how organizational and employee performance are measured Classification: Concept 47) The operations manager suggests a hike in the prices to improve productivity. However, the marketing manager rules this option out. What could be the possible reason for this? A) Product prices are not related to organizational productivity. B) Selling price is negatively correlated to organizational productivity. C) The industry is characterized by intense competition. D) Such an action would lead to reduced employee satisfaction. Answer: C Diff: 2 AACSB: Application of knowledge Learning Obj: LO 18.3: Explain how organizational and employee performance are measured Classification: Application 48) If a manager wanted to increase the ratio of outputs to inputs, she should ________. A) decrease the selling price B) increase productivity C) increase the quality of inputs D) hire additional employees Answer: B Diff: 2 AACSB: Reflective thinking Learning Obj: LO 18.3: Explain how organizational and employee performance are measured Classification: Concept 13 Copyright © 2018 Pearson Education, Ltd.

49) Buchanan Welders cannot raise its prices in its highly competitive industry. Which one of the following is an option if Buchanan wants to increase its productivity? A) introduce a lower-cost model B) emphasize the importance of quality in its sales materials C) Exceed customers' expectations with early deliveries D) use less expensive inputs Answer: D Diff: 2 AACSB: Application of knowledge Learning Obj: LO 18.3: Explain how organizational and employee performance are measured Classification: Application 50) Organizational ________ is a measure of how appropriate organizational goals are and how well an organization is achieving those goals. A) productivity B) effectiveness C) efficiency D) yield Answer: B Diff: 2 AACSB: Reflective thinking Learning Obj: LO 18.3: Explain how organizational and employee performance are measured Classification: Concept 51) Disciplinary action is helpful to the organization because ________. A) employees know what to do to correct their undesirable behavior B) disciplined employees are less likely to leave the organization C) the manager will monitor the disciplined employee more closely D) after the first rule violation, problem employees are eliminated from the organization. Answer: A Diff: 3 AACSB: Application of knowledge Learning Obj: LO 18.3: Explain how organizational and employee performance are measured Classification: Application 52) Productivity decreases when an organization raises the prices of its products. Answer: FALSE Diff: 1 AACSB: Reflective thinking Learning Obj: LO 18.3: Explain how organizational and employee performance are measured Classification: Concept

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53) Organizational effectiveness is a measure of how appropriate organizational goals are and how well those goals are being met. Answer: TRUE Diff: 1 AACSB: Reflective thinking Learning Obj: LO 18.3: Explain how organizational and employee performance are measured Classification: Concept 54) Most employees do their jobs well and never require disciplinary action. Answer: TRUE Diff: 1 AACSB: Reflective thinking Learning Obj: LO 18.3: Explain how organizational and employee performance are measured Classification: Concept 55) Explain the importance of delivering employee performance feedback including the use of disciplinary action. Answer: Managers must assure that employees' work efforts are of the quantity and quality needed to accomplish organizational goals. As with other performance, managers measure actual performance, compare that performance to a standard, and take action if needed. Managers need to provide their employees with feedback so that the employees know where they stand in terms of their work. Unless employees know what is expected and how they are deviating from that expectations, no change in behavior can be expected, reducing the chances that the organization will meets its goals. If done properly, positive outcomes can result. In a productive performance discussion, organizations have the opportunity to reinforce company values, strengthen workplace culture, and achieve strategic goals. When feedback of this sort is ineffective, managers may need to apply disciplinary action. Fortunately, most employees do their jobs well and never need formal correction. When disciplinary action is necessary, it is important for a manager to know what the organization's policies are on discipline, which can be used to both control and correct employee performance. Diff: 3 AACSB: Reflective thinking; Written and oral communication Learning Obj: LO 18.3: Explain how organizational and employee performance are measured Classification: Concept 56) An organization hires additional personnel as soon as they get a major contract. The organization is using ________ control. A) feedforward B) concurrent C) feedback D) management Answer: A Diff: 2 AACSB: Analytical thinking Learning Obj: LO 18.4: Describe tools used to measure organizational performance Classification: Application 15 Copyright © 2018 Pearson Education, Ltd.

57) Contours, Inc., knows each drill bit can cut approximately 100,000 holes before the hole size is smaller than the print specification so it changes drill bits after 95,000 uses. Contours, Inc., is using ________ control. A) preventive B) predictive C) feedforward D) concurrent Answer: C Diff: 3 AACSB: Application of knowledge Learning Obj: LO 18.4: Describe tools used to measure organizational performance Classification: Application 58) Which one of the following is considered the most desirable type of control to prevent anticipated problems? A) feedforward control B) concurrent control C) feedback control D) management by walking around Answer: A Diff: 2 AACSB: Reflective thinking Learning Obj: LO 18.4: Describe tools used to measure organizational performance Classification: Concept 59) Charles wants to prevent problems before their occurrence. Which one of the following is the most desirable type of control to achieve this goal? A) proactive control B) preventive control C) feedforward control D) feedback control Answer: C Diff: 2 AACSB: Application of knowledge Learning Obj: LO 18.4: Describe tools used to measure organizational performance Classification: Application

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60) The management control that takes place while a work activity is in progress is known as ________ control. A) immediate B) concurrent C) feedback D) consistent Answer: B Diff: 2 AACSB: Reflective thinking Learning Obj: LO 18.4: Describe tools used to measure organizational performance Classification: Concept 61) The launch went off without a hitch but the space capsule directed toward Neptune has veered off course. NASA sends signals to change the direction of flight to get it back on track. NASA is using ________ control. A) feedback B) concurrent C) preventive D) feedforward Answer: B Diff: 2 AACSB: Application of knowledge Learning Obj: LO 18.4: Describe tools used to measure organizational performance Classification: Application 62) Devon interacts directly with the employees in the work area to identify problem areas. He works with various departments to obtain a holistic idea of the business. This type of direct supervision is an example of ________ control. A) proactive B) preventive C) direct supervision D) feedback Answer: C Diff: 3 AACSB: Application of knowledge Learning Obj: LO 18.4: Describe tools used to measure organizational performance Classification: Application

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63) Contours, Inc., quality auditors pull one part from the production line every 15 minutes. These parts are measured against the production print; any variation that is beyond acceptable levels is reported to the machine operators. Contours, Inc., is using ________ control. A) feedforward B) concurrent C) feedback D) concentric Answer: B Diff: 2 AACSB: Application of knowledge Learning Obj: LO 18.4: Describe tools used to measure organizational performance Classification: Application 64) Management by walking around is an example of ________ control. A) feedback B) concurrent C) feedforward D) reactive Answer: B Diff: 1 AACSB: Reflective thinking Learning Obj: LO 18.4: Describe tools used to measure organizational performance Classification: Concept 65) ________ is when a manager in the work area interacts directly with employees to maintain supervision. A) Preventive maintenance B) Management by walking around C) Proactive control D) Feedforward control Answer: B Diff: 1 AACSB: Reflective thinking Learning Obj: LO 18.4: Describe tools used to measure organizational performance Classification: Concept

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66) Donald discovers major flaws in the packaging department. He consults the production manager and formulates control measures to improve packaging. Here, Donald is using the ________ control. A) feedback B) reactive C) concurrent D) feedforward Answer: A Diff: 3 AACSB: Application of knowledge Learning Obj: LO 18.4: Describe tools used to measure organizational performance Classification: Application 67) The information provided by the customer who brings a product in for warranty work can be used for ________ control A) feedforward B) concurrent C) preventive D) feedback Answer: D Diff: 2 AACSB: Application of knowledge Learning Obj: LO 18.4: Describe tools used to measure organizational performance Classification: Application 68) The ________ ratios measure an organization's ability to meet its current debt obligations. A) activity B) liquidity C) leverage D) profitability Answer: B Diff: 2 AACSB: Reflective thinking Learning Obj: LO 18.4: Describe tools used to measure organizational performance Classification: Concept 69) Which one of the following ratios examines the organization's use of debt to finance its assets and its ability to meet the interest payments on the debt? A) liquidity ratios B) leverage ratios C) profitability D) activity ratios Answer: B Diff: 2 AACSB: Reflective thinking Learning Obj: LO 18.4: Describe tools used to measure organizational performance Classification: Concept 19 Copyright © 2018 Pearson Education, Ltd.

70) Ruth, a financial consultant, determines her client's leverage ratio to be very high. What suggestion could Ruth give to help the firm reduce its leverage ratio? A) Increase the money supply by selling a part of its assets. B) Pay back part of its debts to improve the ratio. C) Maintain more current assets than current liabilities. D) Reduce the sales to total assets ratio of the firm. Answer: B Diff: 3 AACSB: Application of knowledge Learning Obj: LO 18.4: Describe tools used to measure organizational performance Classification: Application 71) ________ ratios measure how efficiently the firm is using its assets. A) Liquidity B) Leverage C) Profitability D) Activity Answer: D Diff: 2 AACSB: Reflective thinking Learning Obj: LO 18.4: Describe tools used to measure organizational performance Classification: Concept 72) Elaine wants to analyze her company's ability to meet its current debt obligations. Which one of the following ratios is most helpful to Ruth in analyzing this? A) inventory turnover ratio B) return on investment ratio C) current ratio D) total asset turnover ratio Answer: C Diff: 2 AACSB: Application of knowledge Learning Obj: LO 18.4: Describe tools used to measure organizational performance Classification: Application 73) Which one of the following ratios measures how efficiently and effectively the firm is using its assets to generate revenue? A) total asset turnover ratios B) inventory turnover ratios C) acid test ratio D) return on investment Answer: D Diff: 2 AACSB: Reflective thinking Learning Obj: LO 18.4: Describe tools used to measure organizational performance Classification: Concept 20 Copyright © 2018 Pearson Education, Ltd.

74) Contours, Inc., uses its budget for labor hours as a ________ tool. A) preventive B) concurrent C) feedforward D) feedback Answer: D Diff: 2 AACSB: Application of knowledge Learning Obj: LO 18.4: Describe tools used to measure organizational performance Classification: Application 75) When data is analyzed and processed, it becomes ________. A) a system B) information C) fact D) a structure Answer: B Diff: 1 AACSB: Reflective thinking; Information technology Learning Obj: LO 18.4: Describe tools used to measure organizational performance Classification: Concept 76) Raw, unanalyzed facts are called ________. A) data B) information C) database D) factoids Answer: A Diff: 2 AACSB: Reflective thinking; Information technology Learning Obj: LO 18.4: Describe tools used to measure organizational performance Classification: Concept 77) Every March, Bill, who owns and operates a small retail shop, takes a large box of receipts and invoices to his accountant so the accountant can file Bill's taxes in April. Only then does Bill know if his business has been profitable. Bill could benefit from a(n) ________. A) concurrent control system B) balanced scorecard system C) inventory control system D) management information system Answer: D Diff: 3 AACSB: Application of knowledge Learning Obj: LO 18.4: Describe tools used to measure organizational performance Classification: Application 21 Copyright © 2018 Pearson Education, Ltd.

78) The ________ approach to performance measurement was introduced as a way to evaluate organizational performance from more than just the financial perspective. A) market value B) balance sheet C) balanced scorecard D) income statement Answer: C Diff: 2 AACSB: Reflective thinking Learning Obj: LO 18.4: Describe tools used to measure organizational performance Classification: Concept 79) Which one of the following is a performance measurement tool that looks at four areas that contribute to a company's performance? A) market value method B) triple bottom line method C) balanced scorecard approach D) information control approach Answer: C Diff: 2 AACSB: Reflective thinking Learning Obj: LO 18.4: Describe tools used to measure organizational performance Classification: Concept 80) ________ is the search for the best practices among competitors or non-competitors that lead to their superior performance. A) Factor analysis B) Total quality management C) Market positioning D) Benchmarking Answer: D Diff: 1 AACSB: Reflective thinking Learning Obj: LO 18.4: Describe tools used to measure organizational performance Classification: Concept 81) Feedforward control is more popular and effective than the other forms of control. Answer: FALSE Diff: 1 AACSB: Reflective thinking Learning Obj: LO 18.4: Describe tools used to measure organizational performance Classification: Concept

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82) Activity ratios measure an organization's ability to meet its current debt obligations. Answer: FALSE Diff: 1 AACSB: Reflective thinking Learning Obj: LO 18.4: Describe tools used to measure organizational performance Classification: Concept 83) The balanced scorecard approach evaluates organizational performance from more than just the financial perspective. Answer: TRUE Diff: 1 AACSB: Reflective thinking Learning Obj: LO 18.4: Describe tools used to measure organizational performance Classification: Concept 84) Feedforward control takes place while a work activity is in progress. Answer: FALSE Diff: 1 AACSB: Reflective thinking Learning Obj: LO 18.4: Describe tools used to measure organizational performance Classification: Concept 85) Leverage ratios measure an organization's ability to meet its current debt obligations. Answer: FALSE Diff: 2 AACSB: Reflective thinking Learning Obj: LO 18.4: Describe tools used to measure organizational performance Classification: Concept 86) Managers should not consider the standards when measuring the actual performance of employees. Answer: FALSE Diff: 1 AACSB: Reflective thinking Learning Obj: LO 18.4: Describe tools used to measure organizational performance Classification: Concept 87) Sensitive, proprietary, and confidential information must be controlled lest it fall into the hands of people who wish to harm the organization, its customers and/or employees. Answer: TRUE Diff: 1 AACSB: Reflective thinking Learning Obj: LO 18.4: Describe tools used to measure organizational performance Classification: Concept

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88) The benchmarking approach can evaluate organizational performance from more than just the financial perspective. Answer: TRUE Diff: 2 AACSB: Reflective thinking Learning Obj: LO 18.4: Describe tools used to measure organizational performance Classification: Concept 89) Benchmarks for a company must be created based on the previous performance of the company. Answer: FALSE Diff: 1 AACSB: Reflective thinking Learning Obj: LO 18.4: Describe tools used to measure organizational performance Classification: Concept 90) In a short essay explain feedforward, concurrent, and feedback controls and provide an example for each one. Answer: Feedforward control is the most desirable type of control. Feedforward control prevents anticipated problems since it takes place before the actual activity. Example - At St. Joseph's Hospital in West Bend, Indiana, a new facility was designed with identical rooms, nonslip floors, and glass walls to reduce errors in patient care and to increase employee safety. Concurrent control, as its name implies, takes place while an activity is in progress. When control occurs while the work is being performed, management can correct problems before they become too costly. Example - When managers use management by walking around, which is a term describing when a manager is out in the work area interacting directly with employees, they're using concurrent control. Feedback control, the most popular type of control relies on feedback. In feedback control, the control takes place after the activity is done. Example - When the Denver Mint discovered flawed Wisconsin quarters, it was discovered with feedback control. The damage had already occurred even though the organization corrected the problem once it was discovered. Diff: 3 AACSB: Reflective thinking; Written and oral communication; Application of knowledge Learning Obj: LO 18.4: Describe tools used to measure organizational performance Classification: Concept; Application

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91) List and discuss four performance control tools used for monitoring and measuring organizational performance. Answer: a. Financial controls-one of the primary purposes of every business firm is to earn a profit. In pursuit of this objective, managers need financial controls. They might perform several financial ratio tests to ensure that sufficient cash is available to pay ongoing expenses, that debt levels haven't become too high, or that assets are being used productively. b. Information controls-information can be critical to monitoring and measuring an organization's performance. Managers need the right information at the right time and in the right amount. Inaccurate, incomplete, or delayed information can seriously impede organizational performance. Managers need information about the standards in order to be able to compare actual performance with the standard. They rely on information to help them determine if deviations are acceptable. They also rely on information to help them develop appropriate courses of action. c. Balanced scorecard-this is a performance measurement that was introduced as a way to evaluate organizational performance from more than just the financial perspective. The balanced scorecard is a performance measurement tool that looks at four areas-financial, customer, internal processes, and people/innovation/growth assets-that contribute to a company's performance. According to this approach, managers should develop goals in each of the four areas and measure to determine if these goals are being met. d. Benchmarking of best practices-benchmarking is the search for the best practices among competitors or noncompetitors that lead to their superior performance. At its most fundamental level, benchmarking means learning from others. As a tool for monitoring and measuring organizational performance, benchmarking can be used to help identify specific performance gaps and potential areas for improvement. Students can choose any three to elaborate on. Diff: 3 AACSB: Reflective thinking; Written and oral communication Learning Obj: LO 18.4: Describe tools used to measure organizational performance Classification: Concept 92) What do you think are the benefits of benchmarking? Provide examples of benchmarking practices. Answer: Benchmarking is the search for the best practices among competitors or noncompetitors that lead to their superior performance. Benchmarking should identify various benchmarks, which are the standards of excellence against which to measure and compare. It provides an insight into the best practices in the industry and helps managers evaluate organizational performance. For instance, the American Medical Association developed more than 100 standard measures of performance to improve medical care. Carlos Ghosn, CEO of Nissan, benchmarked Walmart operations in purchasing, transportation, and logistics. Benchmarking allows organizations to learn from others. Student examples may vary for this question. Diff: 3 AACSB: Reflective thinking; Written and oral communication Learning Obj: LO 18.4: Describe tools used to measure organizational performance Classification: Concept

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93) The earthquake/tsunami which hit Japan in March of 2011 highlights the contemporary need to design organizational controls for ________. A) cross-cultural differences B) global turmoil and disasters C) workplace privacy D) workplace safety Answer: B Diff: 1 AACSB: Diverse and multicultural work environments; Application of knowledge Learning Obj: LO 18.5: Discuss contemporary issues in control Classification: Application 94) Control techniques can be quite different for different countries. The differences are primarily in the ________. A) types of tasks that employees perform in various countries B) way employees respond to the controlling measures C) strategic orientation of each technique D) measurement and corrective action steps of the control process Answer: D Diff: 1 AACSB: Reflective thinking; Diverse and multicultural work environments Learning Obj: LO 18.5: Discuss contemporary issues in control Classification: Concept 95) Irene was quite upset to learn her employer read her e-mails. She thought all her messages were private. Which one of the following arguments would best explain her employer's actions? A) Managers want to ensure company e-mail servers are not being used for personal e-mails. B) Managers want to be certain employees are not inadvertently passing on company secrets. C) Managers are looking for information that can later be used to terminate employees. D) Managers monitor computer usage to justify system upgrades. Answer: B Diff: 3 AACSB: Application of knowledge Learning Obj: LO 18.5: Discuss contemporary issues in control Classification: Application 96) Filing of fraudulent expense reports is an example of ________. A) employee theft B) workplace piracy C) workplace violence D) privacy intrusion Answer: A Diff: 1 AACSB: Reflective thinking Learning Obj: LO 18.5: Discuss contemporary issues in control Classification: Concept 26 Copyright © 2018 Pearson Education, Ltd.

97) Cindy's elementary school-aged children brought home lists of supplies required for their classes so Cindy raided the office supplies cabinet. Her rationale is that her employer doesn't pay her enough to buy these items. Cindy is engaging in ________. A) workplace piracy B) employee theft C) equity adjustment D) compensation management Answer: B Diff: 2 AACSB: Application of knowledge Learning Obj: LO 18.5: Discuss contemporary issues in control Classification: Application 98) Clinical psychologists suggest that employee theft ________. A) occurs primarily when there are poor management-labor relations B) is a symptom of poor planning and management control C) happens because people find ways to rationalize this behavior as correct D) reflects deep cultural problems in the society Answer: C Diff: 2 AACSB: Reflective thinking Learning Obj: LO 18.5: Discuss contemporary issues in control Classification: Concept 99) Helen noticed employee theft has increased. She has considered several options to deal with this loss. Which one of the following is likely to be the most effective concurrent control? A) Carefully screen job applicants using honesty testing. B) Publicly announce thefts when they are discovered. C) Dismiss any employee involved in theft. D) Publicize progress in reducing theft. Answer: D Diff: 3 AACSB: Application of knowledge Learning Obj: LO 18.5: Discuss contemporary issues in control Classification: Application 100) Because so many items had disappeared from the office supplies storeroom, management installed a surveillance camera to provide ________. A) feedforward control B) concurrent control C) feedback control D) evidence for prosecution Answer: B Diff: 3 AACSB: Application of knowledge Learning Obj: LO 18.5: Discuss contemporary issues in control Classification: Application 27 Copyright © 2018 Pearson Education, Ltd.

101) Diane wants to take corrective measures to prevent future theft. Which one of the following is a feedback tactic that Diane could use to control theft? A) use the services of professional investigators B) openly communicate the costs of stealing C) use corporate hotlines for reporting incidents D) educate and train employees about the policies Answer: A Diff: 2 AACSB: Application of knowledge Learning Obj: LO 18.5: Discuss contemporary issues in control Classification: Application 102) Which one of the following is a feedforward control measure to prevent employee theft? A) employee assistance programs to help employees with behavioral problems B) thorough investigation of the incident by an external agency C) use of quick and decisive managerial intervention during the incident D) open communication about incidents and what's being done Answer: A Diff: 3 AACSB: Application of knowledge Learning Obj: LO 18.5: Discuss contemporary issues in control Classification: Application 103) Factors that have been found to be linked to workplace violence include ________. A) too much caffeine B) employee stress C) poor employee diet D) poor personal hygiene Answer: B Diff: 1 AACSB: Reflective thinking Learning Obj: LO 18.5: Discuss contemporary issues in control Classification: Concept 104) Helen investigates an incident involving a shooting in her workplace. She wants to take measures to control its effects. By doing this she is exerting ________ control over the incident. A) feedback B) concurrent C) reactive D) feedforward Answer: A Diff: 2 AACSB: Application of knowledge Learning Obj: LO 18.5: Discuss contemporary issues in control Classification: Application

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105) MegaMogul Mfg. was a very successful company about 50 years ago. Its managers still behave today as they did back then. They are rigid, aggressive and condescending in their communication. Their favorites are given the easiest assignments. No one is allowed to question them. This situation is ripe for ________. A) employee theft B) employee fraud C) a control system makeover D) workplace violence Answer: D Diff: 3 AACSB: Application of knowledge Learning Obj: LO 18.5: Discuss contemporary issues in control Classification: Application 106) Which one of the following is an example of a feedforward control measure used to control possible workplace violence? A) Clearly communicate the security policies to employees. B) Use corporate hotlines for reporting and investigating incidents. C) Review company policies and change, if necessary. D) Investigate incidents and take appropriate action. Answer: A Diff: 1 AACSB: Reflective thinking Learning Obj: LO 18.5: Discuss contemporary issues in control Classification: Concept 107) An organization communicates openly to its employees about violent incidents in the workplace and what's being done to handle them. This is an example of a ________ control strategy. A) feedback B) reactive C) concurrent D) feedforward Answer: A Diff: 2 AACSB: Reflective thinking Learning Obj: LO 18.5: Discuss contemporary issues in control Classification: Concept

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108) The service profit chain is the service sequence from employees to customers to profit. According to this concept, the company's strategy and service delivery system determines ________. A) the skill development of employees B) how the firm performs in the short run C) the employee satisfaction in the company D) how employees serve customers Answer: D Diff: 1 AACSB: Reflective thinking Learning Obj: LO 18.5: Discuss contemporary issues in control Classification: Concept 109) It has been suggested that the concept of "The customer is Number One" is incorrect and should be replaced with "Our employees are Number One." The logic behind this suggestion is that when employees are treated well, they will treat the customers well, thereby strengthening the ________. A) company's financial outlook B) labor-management relationship C) service profit chain D) productivity ratio Answer: C Diff: 1 AACSB: Application of knowledge Learning Obj: LO 18.5: Discuss contemporary issues in control Classification: Application 110) Corporate governance ________. A) refers to executive governance practices in companies B) is a system used to govern a corporation so that the interests of corporate owners are protected C) is a term that refers to legal agreements made between two or more partner firms D) refers to the compliance of the company to applicable laws and regulations Answer: B Diff: 2 AACSB: Reflective thinking Learning Obj: LO 18.5: Discuss contemporary issues in control Classification: Concept

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111) Two areas in which corporate governance is being reformed are the role of boards of directors and ________. A) executive bonus systems B) financial reporting C) reports to stockholders D) reporting to government agencies Answer: B Diff: 2 AACSB: Reflective thinking Learning Obj: LO 18.5: Discuss contemporary issues in control Classification: Concept 112) The Sarbanes-Oxley Act called for ________. A) increased pollution control measures from the government B) more disclosure and transparency of corporate financial information C) limited accountability of directors and executives of corporations D) more social contribution from companies in the United States Answer: B Diff: 2 AACSB: Reflective thinking Learning Obj: LO 18.5: Discuss contemporary issues in control Classification: Concept 113) Managers tend to use more direct supervision and highly centralized decision making for control in less technologically advanced countries. Answer: TRUE Diff: 1 AACSB: Reflective thinking Learning Obj: LO 18.5: Discuss contemporary issues in control Classification: Concept 114) Embezzlement and fraudulent filing of expenses are examples of employee theft. Answer: TRUE Diff: 1 AACSB: Reflective thinking Learning Obj: LO 18.5: Discuss contemporary issues in control Classification: Concept 115) Employers establish specific policies defining theft and fraud and discipline procedures. This is an example of a concurrent control measure to control employee theft. Answer: FALSE Diff: 1 AACSB: Reflective thinking Learning Obj: LO 18.5: Discuss contemporary issues in control Classification: Concept

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116) Using corporate hotlines or other mechanisms for reporting and investigating workplace violence is an example of feedback control. Answer: FALSE Diff: 1 AACSB: Reflective thinking Learning Obj: LO 18.5: Discuss contemporary issues in control Classification: Concept 117) Job uncertainties and employee stress are factors that contribute to workplace violence. Answer: TRUE Diff: 1 AACSB: Reflective thinking Learning Obj: LO 18.5: Discuss contemporary issues in control Classification: Concept 118) A service profit chain is the service sequence from employees to customers to profit. Answer: TRUE Diff: 1 AACSB: Reflective thinking Learning Obj: LO 18.5: Discuss contemporary issues in control Classification: Concept 119) The Sarbanes-Oxley Act called for more disclosure and transparency of corporate financial information. Answer: TRUE Diff: 1 AACSB: Reflective thinking Learning Obj: LO 18.5: Discuss contemporary issues in control Classification: Concept 120) The Sarbanes-Oxley Act of 2002 requires senior managers to certify their financial results. Answer: TRUE Diff: 1 AACSB: Reflective thinking Learning Obj: LO 18.5: Discuss contemporary issues in control Classification: Concept

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121) Provide a few examples for feedforward strategies to reduce employee theft. Answer: The following strategies can be used to control employee theft. 1. Careful prehiring screening. 2. Educating and training employees about policies. 3. Performing professional reviews to study internal controls. 4. Involving employees in writing policies. 5. Establish specific policies defining theft and fraud and discipline procedures. The students may answer any two. Diff: 3 AACSB: Reflective thinking; Written and oral communication Learning Obj: LO 18.5: Discuss contemporary issues in control Classification: Concept 122) Employers are increasingly monitoring employees' activities involving the use of company technology, particularly computers and cell phones. Explain why employers believe such monitoring is necessary. Answer: Employees are hired to work, not to surf the Web. Recreational on-the-job Web surfing is thought to cost billions of dollars in lost work productivity annually. Watching online video clogs corporate computer networks, making the transmission of business-related data slower. Employers don't want to risk being sued for creating a hostile work environment because of offensive messages or an inappropriate image on a coworker's computer screen. Concerns about racial or sexual harassment are one reason companies might want to monitor or keep back-up copies of all e-mail. Managers want to ensure that company secrets are not being leaked. Diff: 3 AACSB: Reflective thinking; Written and oral communication Learning Obj: LO 18.5: Discuss contemporary issues in control Classification: Concept 123) Identify three feedback control measures which would reduce workplace violence. Answer: The following could be used as feedback measures to control workplace violence. 1. Communicate openly about incidents and what's being done. 2. Investigate incidents and take appropriate action. 3. Review company policies and change, if necessary. Diff: 3 AACSB: Reflective thinking; Written and oral communication Learning Obj: LO 18.5: Discuss contemporary issues in control Classification: Concept

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124) Workplace violence is a difficult problem for managers to handle. Managers can take anticipatory steps to control workplace violence. Provide a few suggestions. Answer: Managers can implement feedforward control as a preventive measure. Some of the feedforward control measures include the following: a. Identify potential problems by observing how employees treat and interact with each other. b. Use careful prehiring screening. c. Train employees about how to avoid danger if the situation arises. d. Enforce organizational policy that any workplace rage, aggression, or violence will not be tolerated. e. Provide employee assistance programs (EAPs) to help employees with behavioral problems. f. Never ignore threats. g. Clearly communicate policies to employees. Diff: 3 AACSB: Reflective thinking; Written and oral communication Learning Obj: LO 18.5: Discuss contemporary issues in control Classification: Concept 125) In a short essay, define corporate governance and describe some of the current trends in this area. Answer: Corporate governance is the system used to govern a corporation so that the interests of corporate owners are protected. In response to several recent business scandals, two areas in which corporate governance is being reformed are the role of boards of directors and financial reporting. The cozy, quid pro quo composition of corporate boards, where board members are frequently peers of other corporations, is changing considerably. The Sarbanes-Oxley Act of 2002, puts greater demands on board members of publicly traded companies in the United States to do what they were empowered and expected to do. In addition to expanding the role of boards of directors, the Sarbanes-Oxley Act also called for more disclosure and transparency of corporate financial information. In fact, senior managers in the United States are now required to certify their companies' financial results. These types of changes should lead to better information-that is, information that is more accurate and reflective of the firm's financial condition. Diff: 3 AACSB: Reflective thinking; Written and oral communication Learning Obj: LO 18.5: Discuss contemporary issues in control Classification: Concept

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