Managerial Functions Flashcards
Peter Drucker is credited with providing the first modern handbook on the subject of ______.
a. sales
b. production
c. finance
d. management
d. management
Two overarching perspectives about management are the ________ perspectives.
a. systems and contingency
b. quantitative and qualitative
c. classical and behavioral
d. historical and contemporary
d. historical and contemporary
Complete the following sentence with all the true statements about the classical perspective of management. The classical perspective of management
a. focused on employee job satisfaction and engagement
b. had two branches - scientific and administrative
c. assumed that people were rational
d. emphasized finding ways to manage work more efficiently
b, c, and d
The scientific approach to management emerged in the early 20th century when companies wished to increase worker productivity to counteract _____.
a. more automated jobs
b. labor shortages
c. diminishing inventory levels
d. high inflation rates
b. labor shortages
True or false: Frederick Taylor is associated with the scientific management approach to management.
True
Which of these statements represent ideas that Peter Drucker introduced in his book The Practice of Management? (Select all that apply.)
a. Workers should be treated as assets
b. Production costs are a component of sales
c. Without customers, businesses wouldn’t exist
d. Charismatic leaders are more important than management practices
e. A corporation can be thought of as a human community
a - Workers should be treated as assets
c - Without customers, businesses wouldn’t exist
e -A corporation can be thought of as a human comunity
Which of these statements represent ideas that Peter Drucker introduced in his book The Practice of Management? (Select all that apply.)
a. Workers should be treated as assets
b. Production costs are a component of sales
c. Without customers, businesses wouldn’t exist
d. Charismatic leaders are more important than management practices
e. A corporation can be thought of as a human community
`Select the two overarching perspectives about management.
a. Behavioral
b. Contemporary
c. Classical
d. Historical
e. Quantitative
b - Contemporary
d - Historical
What are the two branches of the classical viewpoint of management?
a. administrative
b. contingency
c. scientific
d. behavioral
Which of these are Taylor’s principles of scientific management? (Select all that apply.)
a. Carefully select workers with the right abilities for the task
b. Rely on known “rule-of-thumb” methods to accomplish a task
c. Give workers the training and incentives to do the task with the proper work methods
d. Identify a hierarchy of authority
e. Evaluate a task by scientifically studying each part of it
f. Use scientific principles to plan the work methods and ease the way for their workers to do their jobs
a. Carefully select workers with the right abilities for the task
c. Give workers the training and incentives to do the task with the proper work methods
e. Evaluate a task by scientifically studying each part of it
f. Use scientific principles to plan the work methods and ease the way for their workers to do their jobs
Peter Drucker is credited with providing the first modern handbook on the subject of ______.
a. sales
b. management
c. production
d. finance
b - management
Frederick Taylor believed that more efficient workers should be paid higher wages than their lower-performing coworkers, a system referred to as the _______ system.
a. differential rate
b. rule-of-thumb
c. uniform wage
d. economies of scale
a - differential rate system
Two overarching perspectives about management are the ________ perspectives.
a. classical and behavioral
b. historical and contemporary
c. quantitative and qualitative
d. systems and contingency
b - historical and contemporary
Which three individuals helped pioneer administrative management theory? (Select 3 options.)
a. Taylor
b. Weber
c. Gilbreth
d. Spaulding
e. Fayol
Weber, Spaulding, and Fayol
What are the two branches of the classical viewpoint of management?
a. contingency
b. administrative
c. behavioral
d. scientific
scientific and administrative
The scientific approach to management emerged in the early 20th century when companies wished to increase worker productivity to counteract _____.
a. labor shortages
b. high inflation rates
c. diminishing inventory levels
d. more automated jobs
labor shortages
True or false: Frederick Taylor is associated with the scientific management approach to management.
True
The management approach of _____ was one of the first to recognize that enriching the lives of organizational and community family was just as important as a company making a profit.
a. Taylor
b. Gilbreth
c. Maslow
d. Spaulding
Spaulding
The third and fourth principles of _____ suggest that organizations should give workers the training and incentives to do their tasks properly, and should use scientific principles to plan work methods and ease the way for workers to do their jobs.
a. scientific management
b. administrative management
c. the historical perspective
d. enhanced productivity
scientific management
Henri Fayol is credited with being the first person to _____ management behavior.
a. discourage
b. investigate
c. replace
d. systematize
systematize
Administrative management is concerned with managing ________.
a. individual workers
b. external vendors
c. company assets
d. the total organization
the total organization
The classical viewpoint of management emphasizes ways to _____.
a. foster first-mover advantage
b. enhance employee relations
c. manage work more efficiently
d. achieve economies of scale
manage work more efficiently
Select all the positive features of bureaucracy according to Max Weber.
a. merit-based careers
b. procedural ambiguity
c. strong personal connections
d. specialists for complex tasks
e. impersonality
f. formal rules and procedures
g. a well-defined hierarchy
a, d, e, f and g
Scientific management is the study of work methods to improve the productivity of _____.
a. accounting practices
b. individual workers
c. external vendors
d. the supply chain
individual workers
Issues with the classical viewpoint include that it: (select all that apply)
a. fails to account for the importance of human needs
b. is especially behavioral
c. is too difficult to use and has fallen out of favor in modern times
d. is overly mechanistic
e. views humans as cogs in a machine
a, d, and e
Charles Clinton Spaulding, one of the pioneering theorists of administrative management, proposed eight _____ of management based in part on his childhood experiences working at his father’s fields.
a. foundations
b. fundamentals
c. considerations
d. necessities
necessities
Charles Clinton Spaulding, one of the pioneering theorists of administrative management, proposed eight _____ of management based in part on his childhood experiences working at his father’s fields.
a. administrative hierarchies that allowed for maximum worker control
b. processes that would make work as efficient as possible
c. impersonality in relationships between workers
d. the importance of understanding human behavior and motivating employees to achieve
The behavioral management viewpoint emphasized
a. administrative hierarchies that allowed for maximum worker control
b. processes that would work as efficient as possible
c. impersonality in relationships between workers
d. the importance of understanding human behavior and motivating employees to achieve
d - the importance of understanding human behavior and motivating employees to achieve
According to Henri Fayol, the major functions of management are:
a. controlling
b. supervising
c. leading
d. organizing
e. responding
f. planning
a, c, d, and f
The field of industrial ______ (the study of human behavior in the workplace) is based on Hugo Munsterberg’s theories.
a. psychology
b. physiology
c. kinesiology
d. biology
a - psychology
When Mary Parker Follett referred to the use of “communities” within an organization, she meant that
a. employees should produce at a maximum rate in order to grow the community
b. companies should take into consideration the community in which they operate when making environmental choices
c. managers and subordinates should work together to solve issues
d. managers should retain authority over subordinates
c - managers and subordinates should work together to solve issues
Max Weber said that a better-performing organization should have five positive _____ features including a clear hierarchy, formal procedures, clear division of labor, impersonality, and merit-based careers.
a. managerial
b. corporate
c. bureaucratic
d. efficiency
c - bureaucratic
Mary Parker Follett’s ideas anticipated which modern management concepts? (Select all that apply.)
a. worker empowerment
b. total quality management
c. self-managed teams
d. interdepartmental teams
e. hierarchical authority
worker empowerment, self-managed teams, and interdepartmental teams
One issue with the classical viewpoint is that it tends to view humans as cogs in a machine, thereby rendering it overly _____.
a. compassionate
b. sociological
c. mechanistic
d. amenable
mechanistic
The ___ viewpoint places emphasis on the importance of understanding the actions of humans and the motivation and encouragement of employees toward achievement.
a. quantitative
b. behavioral
c. classical
d. systems
behavioral
According to the Hawthorne effect hypothesized by Mayo and colleagues, employees worked harder if they:
a. were given authority over their tasks
b. thought managers cared about their welfare
c. worked under proper lighting levels
d. believed supervisors paid special attention to them
e. received added attention
thought managers cared about their welfare, believed supervisors paid special attention to them, and received added attention
Who is known as the “father of industrial psychology” because of his revolutionary ideas on studying human behavior in workplaces?
a. Frank Gilbreth
b. Frederick W. Taylor
c. Hugo Munsterberg
d. Henri Fayol
Hugo Munsterberg
Identify the two theorists who contributed the most to the human relations movement.
a. Follett
b. McGregor
c. Mayo
d. Maslow
Maslow and McGregor
In order to follow Mary Parker Follett’s concept of integration, a company should
a. hold meetings between managers and workers to solve problems in a mutually beneficial way
b. study the individual talents of workers to find the best person suited to do the job
c. reduce costs and eliminate unnecessary labor by grouping efficiencies within the company together
d. provide a clear division of labor to support individual management decisions
a - hold meetings between managers and workers to solve problems in a mutually beneficial way
Mary Parker Follett would agree with today’s concept of _____.
a. sustainability
b. self-managed teams
c. right-to-work
d. offshoring
self-managed teams
Maslow’s hierarchy of needs resulted from the study of ______.
a. what motivates people to perform
b. what time of day people work best
c. the way people organize their work
d. how people work in groups
what motivates people to perform
Theory X and Theory Y focus on managers’
a. attitudes
b. logic
c. education
d. wealth
attitudes
The original focus of the Hawthorne studies was the ______.
a. effects of lighting levels on worker productivity
b. relationship between wage levels and employee performance
c. relationship between increased attention and worker performance
d. effects of rest periods on worker productivity
effects of lighting levels on worker productivity
A supervisor who considers employees to be irresponsible and resistant to change would be characterized as a Theory _______ manager.
a. X
b. Y
c. Z
Theory X
Maslow and McGregor focused on the study of ______ as it relates to increasing worker productivity.
a. mathematics
b. physical movement
c. human relations
d. communities
human relations
If you believe your employees are capable of taking on responsibility with sufficient self-direction and self-control, you are a Theory ___ manager.
a. Z
b. X
c. Y
Theory Y
What is the major contribution of McGregor’s Theory X and Theory Y to management?
a. Organizations should be structured to improve efficiency
b. Managers should understand how their beliefs affect their behavior
c. Worker’s physical movements should be considered when assigning tasks
d. Members of different departments should work together on projects
b - Managers should understand how their beliefs affect their behavior
Maslow’s hierarchy of human needs proposes that people are motivated by which of the following needs? (Select all that apply.)
a. Joy
b. Safety
c. Physiological
d. Faith
e. Self-actualization
f. Esteem
g. Love
safety, physiological, self-actualization, esteem, love
Which of the four disciplines are included in the behavioral science approach to management? (Choose all that apply.)
a. Psychology
b. Accounting
c. Physics
d. Sociology
e. Anthropology
f. Economics
psychology, sociology, anthropology, and economics
McGregor developed Theory X and Theory Y based on the realization that managers should _____.
a. resolve conflicts by talking over differences with employees
b. work hard to be liked by their employees
c. study the individual movements of a job
d. be aware of their attitudes toward employees
be aware of their attitudes toward employees
What are the two branches of quantitative management?
a. operations management
b. behavioral science
c. administrative management
d. management science
operations management and management science
Theory X managers view workers as
a. lacking ambition
b. self-directed
c. imaginative
d. creative
lacking ambition
Management science is sometimes known as _____.
a. operations research
b. administrative management
c. fact-based management
d. the classical viewpoint
operations research
Theory Y managers view workers as: (select all that apply)
a. accepting of responsibility
b. lacking ambition
c. imaginative and creative
d. self-directed
e. resistant to change
accepting of responsibility, imaginative & creative, and self-directed
Operations management focuses on _____.
a. scientific research for developing theories about human behavior that can be used to provide practical tools for managers
b. using mathematics to aid in problem-solving and decision-making
c. the study of human behavior in workplaces
d. managing the production and delivery of an organization’s products or services more effectively
d - managing the production and delivery of an organization’s products or services more effectively
Theory X and Theory Y underscore the idea that manager behaviors are impacted by their _____.
a. benefits
b. salaries
c. perks
d. beliefs
beliefs
The _____ perspective on management consists of the systems, contingency, and quality-management viewpoints.
a. contemporary
b. behavioral
c. classical
d. historical
contemporary management perspectives
Which approach to management relies upon research in psychology, sociology, anthropology, and economics in order to develop theories about human behavior that can be used to provide practical tools for managers?
a. industrial psychology
b. behavioral science
c. management science
d. the contingency viewpoint
behavioral science
A set of interrelated parts that operate together to achieve a common purpose is called a(n) _____.
a. system
b. team
c. operation
d. contingency
system
The application of quantitative techniques, such as statistics and computer simulations, to management is called _____ management.
a. qualitative
b. scientific
c. quantitative
d. data
quantitative management
By adopting the systems viewpoint, you can visualize your organization as a: (select all that apply)
a. separate and independent entity
b. part of the larger environment
c. collection of subsystems
d. university
collection of subsystems and part of the larger environment
Management science is important because it
a. advocates the use of rational, science-based techniques and mathematical models to improve decision making and strategic planning
b. forces managers to be increasingly aware of their attitudes toward their employees
c. emphasizes the importance of understanding human behavior and motivating employees toward achievement
a - advocates the use of rational, science-based techniques and mathematical models to improve decision making and strategic planning
Based on a systems viewpoint, the health science, finance, and journalism departments of a university are examples of ______.
a. subsystems
b. outputs
c. organizations
d. inputs
subsystems
Operations management: (select all that apply)
a. plays an important role in managing the supply chain
b. governs managers’ decisions about how to increase productivity and efficiency
c. assist managers with decisions regarding how to achieve the highest quality goods and services
d. fails to account for inventory management considerations
a - plays an important role in managing the supply chain
b - governs managers’ decisions about how to increase productivity and efficiency
c - assist managers with decisions regarding how to achieve the highest quality goods and services
What are the three viewpoints of the contemporary perspective of management?
a. contingency
b. quality-management
c. quantitative
d. systems
e. behavioral
systems, contingency, and quality-management
Inputs, transformational processes, outputs, and feedback are the four parts of a(n) _____.
a. unit
b. hierarchy
c. organization
d. system
system
A system is a set of _____ parts that operate together to achieve a common purpose.
a. independent
b. organizational
c. interrelated
d. environmental
interrelated
According to the systems viewpoint, what are three types of inputs?
a. people
b. technology
c. feedback
d. equipment
e. profit
f. money
people, money, and equipment
The ______ viewpoint regards the organization as arrangements of interrelated parts that operate together to achieve a common purpose.
a. systems
b. quality management
c. contingency
d. behavioral
systems viewpoint
In terms of the systems viewpoint, profits and losses are types of _____.
a. inputs
b. feedback
c. outputs
d. subsystems
outputs
The various parts that make up a complete system are commonly known as
a. requisites
b. aggregates
c. components
d. subsystems
subsystems
According to the systems viewpoint, the part of a system that involves turning raw materials and knowledge into a new and different product or service is called _____.
a. transformational processes
b. inputs
c. product and service feedback
d. outputs
transformational processes
Tyrone is reviewing customer response forms and learns that while some people like the company’s new outerwear designs, the majority of customers do not. Which part of a system is Tyrone using to get his information?
a. inputs
b. feedback
c. outputs
d. transformational processes
feedback
A characteristic of a(n) _____ system is that it receives very little feedback from outside sources.
a. closed
b. open
closed
__ are the people, money, information, equipment, and materials required to produce an organization’s goods or services.
a. feedback
b. outputs
c. processes
d. inputs
inputs
Systems that have continual interaction with their environment are known as _____ systems.
a. closed
b. open
open
James has a small bakery specializing in gourmet brownies. Based on the systems viewpoint, the flour, sugar, yeast, and eggs he uses in baking would be considered _______, whereas the decorated brownies he sells to customers would be considered _______.
a. feedback; transformational processes
b. open systems; closed systems
c. inputs; outputs
d. subsystems; systems
inputs; outputs
(Select all that apply.) Complexity theory:
a. says that open systems have the potential of producing synergy
b. is the idea that two or more forces combined create an effect that is greater than the sum of their individual effects
c. recognizes that all complex systems are networks of many interdependent parts that interact according to certain simple rules
d. is the study of how order and pattern arise from complicated, chaotic systems
e. is used in strategic management and organizational studies
f. seeks to understand how organizations adapt to their environments
c - recognizes that all complex systems are networks of many interdependent parts that interact according to certain simple rules
d - is the study of how order and pattern arise from complicated, chaotic systems
e - is used in strategic management and organizational studies
f - seeks to understand how organizations adapt to their environments
According to the systems perspective, transformational processes are responsible for turning
a. outputs into inputs
b. inputs into outputs
c. feedback into outputs
d. outputs into feedback
inputs into outputs
According to the ___ viewpoint, a management problem should be handled according to the individual and the environmental situation.
a. humanistic
b. contingency
c. behavioral
d. classical
contingency
Cheyenne has a small bakery specializing in gourmet cupcakes. In response to customer demand, she has added gluten-free cupcakes to her menu. This customer demand would be characterized as _____.
a. feedback
b. outputs
c. the transformation process
d. inputs
feedback
According to Gary Hamel, management should be viewed as a(n) _____ to which ongoing improvements and innovation can be made systematically.
a. organization
b. rule
c. theory
d. process
process
Select all that apply
Which two management perspectives typically consider an organization to be a closed system? Check all that apply.
a. human relations movement
b. classical management viewpoint
c. management science perspective
d. contingency viewpoint
classical management viewpoint & management science perspective
____ management encourages managers to make facts and logic the foundation of their approach to decision-making.
a. evidence-based
b. operations
c. scientific
d. behavioral
evidence-based
An open system fosters the idea that two or more forces combined create an effect that is greater than the sum of their individual effects. This is known as _____.
a. synergy
b. complexity
c. contingency
d. profitability
synergy
Quality control, quality assurance, and total quality management are all part of the _____ management viewpoint.
a. learning
b. quality
c. contingency
d. evidence-based
quality
Complexity theory is an offshoot of the _____ viewpoint because it is the study of how multiple chaotic processes arise into pattern and order.
a. systems
b. behavioral
c. human relations
d. scientific
systems
Which management viewpoint asks the question, “What method is the best to use under these particular circumstances?”
a. administrative
b. contingency
c. behavioral
d. classical
contingency
The ability of a product or service to meet customer needs refers to _____.
a. quality
b. benchmarking
c. continuous improvement
d. inventory
quality
Select all that apply
Select all of the true statements regarding Gary Hamel’s thoughts on management:
a. management innovation is essential to future organizational success
b. managers should innovate by creating new products or strategies, not by how they manage their companies
c. management theory will not reach the point of senescence
d. we must look at management as a process, and then make improvements and innovation ongoing and systematic
e. much of management theory is dated and doesn’t fit the current realities or organizational life
a, d, e
Evidence-based management focuses on bringing _____ to the decision process.
a. control
b. systems
c. assurance
d. rationality
d. rationality
Quality control
a. focuses on the performance of workers, urging employees to strive for “zero defects”
b. is a comprehensive approach dedicated to continuous quality improvement, training, and customer satisfaction
c. is the strategy for minimizing errors by managing each stage of production
c. is the strategy for minimizing errors by managing each stage of production
The quality-management viewpoint includes which concepts? (select all that apply)
a. quality realization
b. quality importation
c. quality assurance
d. quality control
e. total quality management
quality assurance, quality control, and total quality management
The goal of quality assurance is _____.
a. better systems
b. faster output
c. no defects
d. lower costs
c. no defects
Select all that apply
Complexity theory:
a. seeks to understand how organizations adapt to their environments
b. is used in strategic management and organizational studies
c. recognizes that all complex systems are networks of many interdependent parts that interact according to certain simple rules
d. is the study of how order and pattern arise from complicated, chaotic systems
e. is the idea that two or more forces combined create an effect that is greater than the sum of their individual effects
f. says that open systems have the potential of producing synergy
a. seeks to understand how organizations adapt to their environments
b. is used in strategic management and organizational studies
c. recognizes that all complex systems are networks of many interdependent parts that interact according to certain simple rules
d. is the study of how order and pattern arise from complicated, chaotic systems
When Joseph Juran referred to the idea of “fitness for use,” he was considering how a product would ______.
a. work into the existing production line
b. be located on a store shelf
c. compete in the marketplace
d. satisfy a customer’s real needs
d. satisfy a customer’s real needs
Two ways for a company to guarantee the quality of a product are quality control and quality ___________.
a. assurance
b. feedback
c. benchmarking
d. efficiency
a. assurance
Select all that apply
Which of the following are components of total quality management (TQM)? (Select all that apply.)
a. involve every employee
b. use customer and employee feedback
c. pay employees competitive wages
d. provide adequate product supply
e. use accurate standards to identify and eliminate problems
f. emphasize continuous improvement
a. involve every employee
b. use customer and employee feedback
e. use accurate standards to identify and eliminate problems
f. emphasize continuous improvement
According to Gary Hamel, management should be viewed as a(n) _____ to which ongoing improvements and innovation can be made systematically.
a. organization
b. theory
c. rule
d. process
d. process
The strategy for minimizing errors at each stage of production is called _____.
a. inventory reduction
b. quality assurance
c. quality control
d. operations research
c. quality control
Within the quality management viewpoint, quality _______ focuses on the performance of workers and urges employees to strive for “zero defects” in the production of goods and services.
a. expectation
b. assurance
c. alignment
d. determination
b. assurance
The Six Sigma approach relies on _____ to help improve manufacturing processes.
a. customer feedback
b. competitor feedback
c. statistical analysis
d. qualitative analysis
c. statistical analysis
Select all that apply
Which of these are aspects of W. Edwards Deming’s beliefs about quality management?
a. Firms should put their energies into “fitness for use.”
b. Quality comes from a steady focus on a firm’s mission along with statistical measurement and reduction of variations in production processes.
c. Managers should stress teamwork and be helpful rather than simply give orders.
d. Managers should make employees feel comfortable about asking questions.
e. The best way to focus on a firm’s efforts is to concentrate on customers’ real needs.
b. Quality comes from a steady focus on a firm’s mission along with statistical measurement and reduction of variations in production processes.
c. Managers should stress teamwork and be helpful rather than simply give orders.
d. Managers should make employees feel comfortable about asking questions.
A _______ organization actively creates, acquires, and transfers knowledge within itself and is able to modify its behavior to reflect new knowledge.
a. learning
b. contingent
c. production
d. closed
a. learning
_____ management stresses continuous improvement, employee involvement, learning from customers and employees, and accurate standards for identifying and eliminating problems.
a. Six Sigma
b. ISO
c. Total quality
d. Behavioral
c. Total quality
In order to build a _____ organization, managers must build a commitment to learning, work to generate ideas with impact, and work to generalize ideas with impact.
a. learning
b. generalized
c. profitable
a. learning
A company would rely on ISO 9000 to _____.
a. reduce manufacturing flaws
b. analyze employee satisfaction
c. assess customer feedback
d. order component parts
a. reduce manufacturing flaws
Select all that apply
Which of the following are true of a learning organization?
a. it is likely to have a bureaucratic structure
b. it focuses on creating more efficient processes to manage labor costs
c. it is able to modify its behavior to reflect new knowledge
d. it actively creates, acquires, and transfers knowledge within itself
c. it is able to modify its behavior to reflect new knowledge
d. it actively creates, acquires, and transfers knowledge within itself
Select all that apply
Which of the following are the key functions/roles managers must perform in order to create learning organizations?
a. work to generalize ideas with impact
b. build a commitment to learning
c. attempt to modify employee behavior
d. work to generate ideas with impact
a. work to generalize ideas with impact
b. build a commitment to learning
d. work to generate ideas with impact
Lark’s company has been operating for several years, contracting with the government to create solar arrays around the country. In a recent election, the administration changed and several contracts for solar arrays were canceled. Lark has been meeting with his staff to figure out how to adapt to the lack of funds and keep the business going. This is an example of ______.
punctuated equilibrium
Because they are driven primarily by information and skills as opposed to time and location, proponents of virtual teams consider them to be highly ______.
flexible and efficient
Sharing information and coordinating efforts among individuals to achieve a common objective is known as ______.
collaboration
The “we feeling” that binds group members together is called group ______.
cohesiveness
In the performing stage of group/team development:
members concentrate on solving problems and completing the assigned task
Reciprocal faith in others’ intentions and behaviors is known as ______.
trust
During the final stage of group and team development, which is called ______, the work has been completed and members prepare for disbandment.
adjourning
A team that relies heavily on interpersonal interactions to complete tasks is said to have a high degree of ______ among team members.
interdependence
Groups often develop through ______, characterized by alternating periods of stable functioning and events that cause dramatic change in norms, roles, and/or objectives.
punctuated equilibrium
Team performance improves when members demonstrate a high tolerance for ______ during the forming and storming stages.
uncertainty
Collaboration is defined as the
act of sharing information and coordinating efforts to achieve a collective outcome
Within a team, individuals tend to assume either a ______ role based on the expectations of the team, the organization, or themselves.
task or maintenance
During which stage of group development would group cohesiveness be a factor?
norming
Task roles focus on behavior that
concentrates on getting the team’s tasks done
Trust is defined as
reciprocal faith in others’ intentions and behaviors
Maintenance roles focus on behavior that
fosters constructive relationships among team members
Select all that apply
Which conditions support teamwork?
Mutual accountability among team members
Work that is considered meaningful
Team ______ reflects the collection of jobs, personalities, values, knowledge, experience, and skills of team members.
composition
A ______ is a set of behaviors that people expect of individuals in a certain position.
role
A(n) ______ role concentrates on keeping the team on track and getting the work done.
task-oriented
What general guidelines or rules of acceptable behavior are followed by most members of a group or team, even though they are often unwritten and seldom discussed?
Norms
The focus of a ______ role is fostering constructive relationships among team members and keeping the team together as a cohesive whole.
maintenance
Norms tend to be enforced by ______ to help the group survive, to clarify role expectations, to help individuals avoid embarrassing situations, and to emphasize and identify the group’s important values.
team members
Match the activity used to improve team processes with its description.
a. Creating a team charter
b. Engaging in team reflexivity
c. Giving team members a voice
a. Creating a team charter - An agreement among team members about how they will work together to make binding decisions and share accountability
b. Engaging in team reflexivity - A process whereby team members evaluate the team’s objectives, strategies, and processes
c. Giving team members a voice - The freedom team members feel to express their constructive opinions, concerns, or ideas about work-related issues
______ is a process in which one party perceives that its interests are being opposed or negatively affected by another party.
conflict
Select all that apply
Which statements about norms are true?
They are general rules of behavior
They are typically unwritten
They exert a powerful influence on group behavior
Dysfunctional conflict is ______ for the organization.
bad
Select all that apply
Functional conflict:
benefits the main purposes of the organization and serves its interests
is also called productive conflict
Select all that apply
Why are group norms typically enforced?
To emphasize important values
To avoid embarrassing situations
To help the group survive
Interdependent actions taken by team members that turn inputs into collective outcomes are known as team ______.
processes
Select all that apply
According to a 1970s study, which of the following are experienced by work groups that experience too little conflict?
apathy
lack of creativity
Connie’s team members criticize her for being outspoken and for not keeping them informed of her progress as often as they think she should. The criticism she receives is an example of _____.
conflict
Select all that apply
Which are principal examples of conflict triggers?
Group, cultural, and personality differences
What type of conflict is defined by the fact that it hinders the organization’s performance or threatens its interests?
dsyfunctional
Sam and Eric don’t get along well because Sam is very rigid and goes “by the book,” while Eric is much more likely to bend the rules. This is an example of which type of conflict?
personality
What type of conflict benefits the main purposes of the organization or serves its interests?
functional
Disagreement among workgroups, teams, and departments is known as ______ conflict.
intergroup
Select all that apply
Which strategies are recommended for minimizing multicultural conflict and instead, building cross-cultural relationships?
Be sensitive to the needs of others
Advocate for participative leadership
Develop and mentor others
Studies have shown that a conflict-free work group tends to be a(n) _____ work group.
inactive
Select all that apply
Which strategies stimulate constructive conflict among team members?
Bring in outsiders
Spur competition among employees
Sources of conflict, such as differences between personalities, groups, or cultures, are called ______.
conflict triggers
Jonathan manages a team that has to decide whether to pursue a new business opportunity in Japan. He splits the team into opposing sides and has them engage in role-playing to help them consider the decision from multiple perspectives. This is an example of ______ conflict.
programmed
Which type of conflict is best described as interpersonal opposition based on dislike or disagreement among individuals?
personality
Select all that apply
Intergroup conflicts are expressed in which of the following ways?
Power and influence discrepancies
Poorly defined job boundaries
Inconsistent reward systems
Conflict that results from a clash between two or more cultures is known as ______ conflict.
multicultural
The method of programmed conflict that assigns a person to the role of critic is known as ______.
devil’s advocacy
Select all that apply
Under which circumstances is spurring constructive conflict beneficial?
When facing high employee turnover
When dealing with an apathetic work group
When group members are resistant to change
What type of conflict is designed to elicit different opinions without inciting people’s personal feelings?
Programmed
The process of having two people or groups play opposing roles in a debate to better understand a proposal is known as the ______ method.
dialectic
Match the conflict-handling behavior with its description.
a. openness
b. equality
c. empathy
d. supportiveness
d. positiveness
a. openness - Stating your views honestly and concentrating on finding a solution to the problem
b. equality - Evaluating all ideas fairly without regard to ownership
c. empathy - Trying to experience the other person’s feelings and POV
d. supportiveness - Letting the other person know you want to find a resolution that will benefit both of you
d. positiveness - being upbeat and expressing your willingness to work with the other person to find a resolution to the problem
During an office debate, Jan is assigned the job of voicing possible objections to proposals. The goal is to generate critical thinking and reality testing. Jan is playing the role of ______,
devil’s advocate
Matching the conflict-handling style with its description.
a. avoiding
b. obliging
c. dominating
d. compromising
e. integrating
a. avoiding - ignoring or suppressing a conflict
b. obliging - allowing the desires of the other party to prevail
c. dominating - ordering an outcome
d. compromising - agreeing to give up something to gain something
e. integrating - identifying a problem cooperatively and weighing alternative solutions
One management responsibility is to identify when to create ______, not simply when to mitigate it.
conflict
The CEO of Widgets, Inc., must decide whether to take the company public. To better understand the potential advantages and disadvantages of the idea, she divides an upper management team into two groups to play opposing roles in a debate. This process is known as ______.
the dialectic method
Select all that apply
Select the basic behaviors that will enable you to better handle conflict at work
equality, positiveness, supportiveness, openness, and empathy
A manager with a “my way or the highway” approach to a conflict is demonstrating which conflict-handling style?
dominating
