Frederick Taylor’s scientific management theory basically argued that
a. productivity could be improved by breaking jobs into isolated specialized tasks and
assigning workers to each task.
b. the informal organization that workers formed through their relationships was the key
to productivity.
c. there were other ways besides human relations to humanize the workplace.
d. organizations needed to determine how to tap workers’ desire to perform.
Case 12.1
Harvey is considering implementing team-building management in his company. He
wants to start with teams that work on the production line. He wants groups of five to
fifteen people, responsible for one clearly defined product, and he wants them trained to
be able to perform each other’s tasks. Harvey believes that effective teams permit free
expression of feelings as well as ideas, have members who listen to each other, and
have well-understood tasks and objectives.
Cynthia is a first-line supervisor in Harvey’s company. She has a high, balanced valuing
of both her people and their productivity. She seeks to be proactive in her management
and works hard at rewarding the contribution of ideas and recognizing
accomplishments. William, in contrast, is far more task-oriented and is more concerned
with production than with his people. To William, employees are instruments of
production.
Refer to Case 12.1. William’s leadership style deomonstrates which leadership style in
the Ohio State Study?
a. high consideration, low structure
b. high structure, low consideration
c. high structure, high consideration
d. low consideration, low structure
While developing an eco-friendly cleaning wipe, Jackie suggested using a particular
material, which triggered an idea in Jamal to try a similar but faster-dissolving material.
The team adopted Jamal’s idea, and the product succeeded. When Jamal’s boss asked
whose idea it was to use the choice of material, Jamal said it was his, but that he
wouldn’t have thought of it without Jackie’s input. In this example, Jamal most clearly
demonstrates which of the following employer-valued attitudes?
a. Honesty and team spirit
b. Health consciousness and culture appreciation
c. Optimism and health consciousness
d. Self-motivation and flexibility
Case 5.1
Joan is designing an ethics training program for her company. She decides to build it
around the story of the founder of the corporation, Rosa. Rosa’s “rags-to-riches” story
reveals a woman with strong standards of personal conduct, deep personal values and
beliefs, and a pattern of good judgment. Rosa attributes her success to the upbringing
she had as a child. A second portion of the training program will review company
values, ethics code, and policies so that all employees are very clear on where the
company stands on key issues and business behaviors.
Refer to Case 5.1. If Joan’s training program is taken to the company’s international
offices, she needs to be prepared for the fact that
a. there is a complete rejection of Western values in the developing world.
b. the curriculum can be implemented as is since there are common international
business values.
c. it may seem unnecessary, since ethical decisions are much more “cut and dry”
internationally than they are domestically.
d. values and ethics situations are more complex internationally.
Chris is a Theory X manager who spends most of his time scrutinizing how his
subordinates do their jobs. The employees often call their union representative to
complain about him. Chris’s behavior is an example of how ____ can cause conflict
within an organization.
a. organizational change
b. value and culture clashes
c. poor communication skills
d. adversarial management
According to The Leadership Challenge, which is a practice of exemplary leadership?
a. Model the way.
b. Take on more action for others.
c. Manage resources.
d. All of these.
____ is often required for the unconscious to process and unravel problems.
a. Social interaction
b. Exercise
c. Solitude
d. A good diet
Individuals that are strongly self-motivated most usually
a. stick with endeavors that feel comfortable.
b. neglect to nurture their personal lives.
c. take on challenges that require hard work and persistence.
d. patiently let dilemmas naturally resolve themselves.
Voluntary arbitrationmeans
a. the involvement of government and an imposition of the government’s decision by
the courts.
b. that those involved in the dispute submit their dispute to a neutral third party.
c. voluntary acceptance of the arbitrator’s decision by either side.
d. neither side will have to compromise and compliance is voluntary.
Camille Wright Miller, an experienced consultant, says business executives often
a. do not communicate with emotion.
b. mirror the the style of other people.
c. overcome communication bias with the prople they meet.
d. are naturally persuasive.
Case 4.1
Bill is concerned about Tim’s self-esteem. Tim’s attitudes about himself have begun
affecting his work. Tim is just consumed with the fear of failure. He keeps telling
himself that he’s a failure, there’s no use trying, he can’t do any better. Bill says to Tim,
“It’s good that you know what you can and can’t do; that helps you be more realistic
about life. You just need to think of these matters in positive terms rather than hating
yourself.”
Bill manages Tim by telling him that he appreciates his hard work. Bill points out the
things Tim does well and regularly explains to Tim that he expects great things of him.
After a few weeks, Tim begins to perform more effectively and his fear of failure
decreases. Bill further takes Tim “under his wing” and begins to advise him on
professional behavior, gives him time to explain ideas and his concerns, and even
becomes an advocate for Tim with Bill’s boss.
Refer to Case 4.1. Rather than experiencing positive self-talk, Tim is listening to his
a. mentor.
b. internal locus of control.
c. inner critic.
d. results of his visualization.
Good advice for anyone who wants to become an outstanding leader is to be guided by
the law of empathy,which states:
a. Leaders engage in candid personal conversation with those they lead.
b. Leaders recognize individuals’ accomplishments and celebrate them.
c. Leaders are sensitive to and aware of the needs, feelings, and motivations of those
they lead.
d. Leaders create structure within the organization.
Managers of Generation Y workers must keep in mind that in order to create and
maintain a positive work environment,
a. they must use positive reinforcement cautiously so as not to fuel self-preoccupation
and narcissism.
b. frequent feedback and affirmation are critical.
c. they must use more tangible forms of recognition, such as trophies and awards.
d. extending courtesies are not as important.
Companies use ____ as a resource for employees dealing with personal problems,
substance abuse, etc., to keep minor problems from becoming major ones.
a. the relaxation response
b. Medicare
c. employee assistance programs
d. mandatory sabbaticals
Case 7.1
Antonio has a number of employees who report to him. He has been considering how to
motivate these employees to higher levels of performance and productivity. Antonio
believes that most people are motivated by the satisfaction they receive from doing their
jobs. He thinks that workers have a personal need to do well on the job. Another
manager, Dexter, argues that while Antonio may be right, it is important to offer
financial incentives. Dexter believes that workers don’t really want to come to work and
that managers therefore have to provide a “carrot” to ensure quality and productivity.
Part of his evidence is that employees keep complaining about pay, working conditions,
and benefits even though the company pays well above average for the industry and the
area. Several days after this conversation, both Dexter and Antonio attend a workshop
on employee motivation that explains Herzberg’s motivation-maintenance theory.
Refer to Case 7.1. Dexter’s approach to motivation would fit into which category
according to Herzberg’s theory of motivation?
a. Motivational factors
b. Maintenance factors
c. Self-actualization factors
d. Motivation through incentives
The goals with the greatest capacity to motivate a worker are the goals that are
a. impossible to achieve and serve as an unattainable ideal.
b. simple to accomplish, and thus provide evidence of sustained success.
c. challenging but not impossible to achieve.
d. stated in general terms to provide flexibility.
Case 2.1
B.F.E., Inc. is changing its employee benefits plan. Some of the changes will be positive
and some will take current benefits away. As vice president of human resources,
Cynthia is concerned that the communication to the employees be as accurate as
possible. When the changes are communicated from management to the employees, a
small group of employees reacts negatively. The employees don’t like the changes and
feel the company once again is taking advantage of them, even though the positive
changes outweigh what is being taken away. A representative is sent to Cynthia to
express their concerns. Cynthia is very concerned that she understand this group’s
concerns.
Refer to Case 2.1. By listening to a representative of the group, Cynthia is
a. squelching grapevine communication.
b. using a formal horizontal channel to communicate.
c. being proactive in trying to build trust..
d. eliminating filters.
Case 8.1
Ted is a vice-president in a small company. He’s a very laid back and private man.
Everyone sees him as a very nice but indecisive man. When he makes a decision, he
communicates it accurately, but he just won’t make them. Ted thinks that he is very
decisive; he just likes to be flexible and take his time making decisions. In casual
conversations with his secretary, Ted reveals that he went to school in the south, has
been married for 20 years, and is thinking about taking a cruise for the first time for this
year’s vacation.
Ted is terrified of making the wrong decision in most situations. He knows this but
won’t tell anyone, even his wife. You see, he once worked for a very demanding and
abusive boss who eventually fired him. Anytime Ted would make a decision this boss
disagreed with, whether it was the right decision or not, Ted’s old boss would yell and
humiliate him in front of others. As a consequence, now, years later, Ted has a tough
time making decisions.
Refer to Case 8.1. If Ted chose to disclose his past experience with his new boss as a
way to help the new boss understand Ted’s decision-making process, Ted would need to
pay special attention to which element of appropriate self-disclosure?
a. Practicing the art of apologizing
b. Using it to repair a damaged relationship
c. Communicating the experience in terms of facts
d. Selecting the right time and place
Effective self-talk is characterized by
a. generalizing your behavior in affirming statements to include all changes you want to
make even if they seem impossible.
b. describing the end results you want to achieve, such as “I study my manual and know
all of the procedures.”
c. using counterproductive words to help reinforce results you want to avoid.
d. not repeating your affirming statement, since this may cause you to lose sight of your
goal attainment.
Which of the following contemporary motivational strategies recognizes the power of
intrinsic rewards?
a. Job enrichment
b. Entrepreneurial incentives
c. Financial incentives
d. Piecework
A problem-solving style can be described using dimensions of
a. structure and consideration.
b. structure and cooperation.
c. dominance and sociability.
d. assertiveness and cooperation.
It is possible to fine-tune our emotional style by
a. taking responsibility for our emotions.
b. finding others with bigger problems than our own and talking with them.
c. keeping ourselves very busy so that we don’t have time to brood or worry.
d. talking to uninvolved third parties who can objectively evaluate our feelings.
Juan likes to be able to attend his children’s soccer games. They typically play around 4
p.m. On the days of the games, he goes into work at 7 a.m. so that he can get off by
3:30 p.m. and go to the game. His company offers
a. compressed workweeks.
b. flextime.
c. a Results-Only Work Environment.
d. telecommuting.
A common misconception about the use of positive reinforcement is that
a. managers should focus on what is right and ignore what is wrong when reinforcing
behavior.
b. the use of positive reinforcement increases the demands for a raise.
c. programs of this kind can be implemented with a minimum amount of effort.
d. employees value such programs more than good wages.
Trust is a complex emotion that combines three components:
a. caring, competency, and commitment.
b. control, commitment, and clarity.
c. responsibility, remedy, and rumination.
d. reliance, dependence, and caring.
Which of the following is an example of career apparel?
a. The gray suit and white shirt of an attorney.
b. A receptionist in a white blouse and navy blue skirt.
c. An automobile technician dressed in tan pants, blue shirt, and brown shoes.
d. All of these.
Jin opens her meeting presentation by saying, “Hello, I’m Jin, and I will be talking with
you about doing business in the country I was raised in, South Korea. I miss living in
Seoul and often wish I could move back, but I enjoy sharing my culture with others
here in the United States. You might be surprised to learn that Koreans like to entertain
and be entertained.” Jin used self-disclosure by saying
a. “Hello, I’m Jin, and I will be talking with you about doing business in the country I
was raised in, South Korea.”
b. “I miss living in Seoul and often wish I could move back…”
c. “You might be surprised to learn that Koreans like to entertain and be entertained.”
d. All of these sentences demonstrate self-disclosure.
Lena frequently agrees with the rest of her team in hopes that she will be accepted by
her team members. She may lose control of her attitude due to
a. cynicism.
b. group think.
c. having a closed mind.
d. professional relationships.
Because organizations must change rapidly in a volatile, global market, non-supervisory
employees must be prepared to
a. behave in “work bee” mode all of the time to avoid falling behind.
b. provide a diversity of leadership by demonstrating leadership on the job.
c. avoid behaving as rigid “rule followers,” lest they stifle others’ creativity.
d. rely on management’s vision and leadership.
When it comes to making a good impression in a work setting,
a. it does not apply to an initial contact, since both people are meeting for an express
purpose.
b. you have a 5 to 10 minute grace period before people form their impression of you.
c. your handshake and facial expression dominate all other elements of your
appearance.
d. you have only seconds in which a person will accept or reject an employee or firm.
Emotional competence includes two major dimensions: personal competence and
a. character.
b. intellectual capacity.
c. temperament.
d. social competence.
Which of the following is true about violence in the workplace?
a. The most common form of violence is physical assault on employees.
b. Acts that sabotage company equipment or documents do not directly harm others and
are not considered acts of violence.
c. It is occasionally triggered by factors external from work.
d. By definition, workplace violence is only triggered by conflicts with coworkers.
An example of productive self-talk might be
a. I will not eat chocolate today.
b. I am capable in my job responsibilities.
c. I will run ten miles tomorrow.
d. I won’t have a cigarette this afternoon.
In today’s society, parents may find it challenging to instill values and build strong
character in their children because
a. children today are less likely to listen to their parents.
b. many lead single-parent and dual-working-parent households where work schedules
and stresses limit the time and energy they have to guide their children’s upbringing.
c. children are more influenced by their peers.
d. public educational systems have a greater influence on children through character
education.
In general, money is a more effective motivational tool for Generation Y workers than
Mature or Baby Boomer workers.
What is resilience, and how can you develop it?
People who work under a manager who emphasizes structure will have a good
relationship and be able to share ideas.
The satisfaction of social needs, the provision of emotional support, and assistance in
problem solving are the three main functions of ____________________.
____________________ are attitudes that favor, or are biased against, a people solely
on the basis of their primary or secondary traits.
In the conceptual age, workers and businesses that demonstrate empathetic attitudes
will have a competitive advantage.
The Supreme Court determined that sexual harassment only exists if behavior is severe
or pervasive enough to cause the victim to be fired or held back from a promotion.
Recognizing accomplishments is a positive reinforcer.
Impersonal communication allows the person receiving the information to clarify vague
or confusing information.
A(n) ____________________ group is a meeting where everyone agrees to be
especially aware of what they say, how well they listen, and how well they give
feedback to others.
Self-efficacy and self-concept are components of self-respect.
Identify Maslow’s five levels in the Hierarchy of Needs and briefly explain the ways to
satisfy these needs in the workplace.
For true communication to take place, the message must be understood by the person
receiving it in the same way the sender intended it to be understood.
Madison is a middle manager in the Design Department. Matthew is a senior engineer.
Joseph is from the Accounting Department and Julia is the manager of Marketing. They
must take an exisiting product and make it more environmentally-friendly This is called
a __________________ team.
What is the best way to deal with sexual harassment in the workplace?
____________________ is composed of personal standards of behavior including
honesty, integrity, and moral strength.