Supervisor Manual II Flashcards
1
Q
In it’s handbook of leadership development, the ___________, perhaps the most notable organization in America engaged in the business of leadership development, recommends that emerging leaders(and those who are helping leaders to develop), focus on three aspects of leadership.
A
Center for Creative Leadership
2
Q
What is the first step of being a good supervisor?
A
Self Awareness
3
Q
_________ years ago, most employees said that in selecting an employer, they looked for a stable organization that would be______________.
A
Forty/Loyal to them
4
Q
Leadership is difficult to define clearly. For example, although certain characteristics such as focrefullness, persuasiveness, and ____________ have been all associated with leadership, many leaders do not seem to posess those particular qualities.
A
Charisma
5
Q
It is essential to understand that formal power and___________ are not absolutely necessary to lead.
A
Authority
6
Q
To protect local governments from lawsuits, supervisors must keep more records than they did in the past, refer more often to department policies and procedures, and focus more on_________and _________than on relationships with individual employees.
A
Objective outcomes/Results
7
Q
A supervisor who has strong ________ skills is a good team builder, communicates effectively, and works to build employee’s confidence in their abilitiies.
A
Clan
8
Q
All________are work, but not all work is a ________.
A
Projects/Project
9
Q
A__________offers a picture of what a work unit or organization would be if it completely fulfilled its potential. It is a picture that everyone can be proud of and want to achieve.
A
Mission Statement
10
Q
The most effective supervisors are leaders of closely knit work_________.
A
Teams
11
Q
Remember that your job is to get work done__________.
A
With and through others
12
Q
For supervisors, planning means determining: what needs to be done, the order of the tasks, when the work must be completed, what support will be needed to complete it, who will do the work, and _______________.
A
What the expected quality of the results will be
13
Q
_____________ is thus a two-way process; a relationship that requires the commitment of both parties.
A
Leadership
14
Q
To protect their local governments from lawsuits, the supervisors of today must be__________.
A
Proactive
15
Q
All supervisors need to have a good grasp of good management practice; that means understanding the difference between_________and__________.
A
Leading/Managing
16
Q
Your organizational peers and your direct reports-those who are, in a sense, the”__________” of your leadership skills-tend to have the most useful perceptions of your leadership behavior.
A
Consumers
17
Q
A supervisor who has strong_________skills is good at releasing motivation in others, gaining power and influence, and managing conflict.
A
Market
18
Q
____________administer, monitor, direct, and refine current performance.
A
Managers
19
Q
The four categories of the Competing Values Framework are:
A
Clan skills,Adhocracy skills, Market skills, and Hierarchy skills
20
Q
Research going back to _________ indicates that the perception of expertise is perhaps the most essential condition for influence.
A
World War II
21
Q
To catch problems while they are still small, it is important to develop___________and awareness of the feelings of others. ________acts as a kind of sixth sense that can alert you to trouble ahead.
A
Empathy/Empathy
22
Q
A good work plan should have the following elements(which is not correct)
A
A. A detailed description of the plan**
B. A description of the ways to measure progress and results
C. A clear statement of the specific work goals to be accomplished
D. A schedule that details the people and supplies that are needed to reach the goals
23
Q
Successful supervisors and successful local governments are those that can__________and__________.
A
Anticipate and respond to change
24
Q
The____________severely limits a supervisor’s freedom to implement nonstandard work schedules that might be more appealing to employees and more efficient for the local government.
A
FLSA(Fair Labor Standards Act)
25
Until the mid 20th century, American economic life was dominated by what is often called the __________.
Protestant ethic
26
Supervisors who have the best chance of identifying and resolving problems early have four characteristics.(Which is not one)
A. They budget time to constantly evaluate problems
B. They look for trends or patterns that may indicate a problem
C. They are amicable******
D. They actively watch for small signs of trouble
27
Remember good supervisors routinely check on the progress and quality of the work. That means checking on your employee's performance, not .
Checking up on the employees themselves
28
Studies have shown that good planning gets ___________.
Good results
29
Two important things happen when a work group becomes a team. First, the workers gain a sense of belonging. Second, the ________________.
Whole becomes greater than the sum of its parts
30
Leading your employees including handling their complaints________and __________ while maintaining the right kind of discipline and order.
Properly and promptly
31
Whats most important, however, Leadership is a behavior that can be_________and that the effects can be long lasting.
Taught
32
Effective supervisors allow the members of their work team to directly participate in many decisions, including planning, goal setting, scheduling, and________.
Allocating resources
33
Which is not one of the four fundemental tasks of the effective local government supervisor;
A. Sustaining a spirit of teamworkand cooperation both within and outside your work unit
B. Continually developing your employees skills and talents.
C. None they are all correct.
D. Achieving predefined results.
E. *****Fostering a work environment that is flexible but in which accountibility is maintained.*****
34
In many organizations, the supervisor may be a coach, a team leader, a process facilitator, a mentor, and a change agent-but is not necessarily_____________.
The sole or principal decision maker
35
The three conditions for influence are;
Trustworthy, Expert, and Attractive
36
Supervisors have three primary sources of influence on the members of their work team(and others); Which is not one?
A. Their reputation
B. All are correct
C. Their role
D.******** Their influence****
37
Where the workplace was once predictable, it is now uncertain. Where it was once power based, it is now relationship based. Where it was once_________it is now ___________.
Competitive/Cooperative
38
People are much less likely to be influenced by those whom they perceive as having different_______and ________.
Values and Beliefs
39
Good planning also means breaking each goal down into:
Objectives, Tasks,and Activities
40
The main steps in making a plan are:
Stating goals, streamlining the work, listing objectives, tasks and activities, scheduling resources, and checking on the progress of the work.
41
_____________ is a better predictor of effective leaership than personal traits.
Behavior
42
Local governments are more likely to be sued because of ___________ thaan for any other reason.
Human Resource Actions
43
Supervisors who want to be leaders need to learn how to exert_____________.
Positive social influence
44
________and __________ is most closely associated with the internal maintenance of the organization.
Clan Skills/heirarchWork processy skills
45
A compelling argument can be made that the people most vital to an organizations success are its____________.
First line supervisors
46
A_______is a series of actions that lead to the compleation of work. Everything we do at work is a part of a___________.
work process/work process
47
Four specific factors are changing the character and appearence of local government, and as a result, the world of the supervisor. The four factors are:
Demographic changes, technological changes, changes in legal accountibility, and shifts in employee's expectations and attitudes.
48
The five major tasks in project planning management are:
Initiating, Planning, Executing, Controlling, and Closing
49
An interesting paradox of leadership is that the more the supervisor has to rely on the the power of the role to influence people, the ____________ real leadership may be exerted.
Less
50
Good planning is a habit that can be developed. It begins with a premise: the clearer your__________is of what you are trying to do, the more likely it is to get done, and get done right.
Picture
51
__________and_________ with external positioning, that is, with organizations relationship to its environment.
Adhocracy skills/Market skills
52
A_________is a clear, succint of an ideal future, provides a vision of what success would look like. It also generally describes what an organization wants to do.
Mission statement
53
One excellent way to make jobs more interrsting is to_________the members of your work team.
Cross-train
54
Since_________, for example, more than 4,000 books with the word leadership in the titles have been published in English.
1995
55
Goos supervisors constantly ask the following questions:
Are we on schedule?, Is the work being done correctly?, Are the quality and level of service level as expected?, Can we improve our precess for next time?, Could any part of the operation be improved by teaching new skills?
56
Some supervisors are simply more comfortable dealing with strategic direction or with internal operation issues. No supervisor will be equally skilled in all areas of management and_________.
Leadership
57
One thing we do know for certain about leadership is that it has little meaning outside the context of relationships. Thus leadership cannot really be said to occur__________.
In isolation from others
58
Partly as a result of these changes in employee attitudes and expectations, top-down, hierarchical management is giving way to______________.
Self-managed teams
59
Many people today expect their careers to lead to________and________, so they want to know how the work they are doing serves the larger good.
self-actualization/fulfillment
60
Eespecially among public sector employees, it is not enough to have a job that provides sufficient income to support a family and a reasonable retirement. Jobs need to be _______,________, and __________:in fact, employees will stay at jobs that meet these criteria even if the pay is a little lower.
intersting, meaningful, and enjoyable
61
In response to shifts both within and outside local government, the roleof the supervisor and the methods of supervision have changed. In particular, as many local governments have flattened their organizational structures, reducing the ratio of _________to_______.
managers to non-managers
62
A goal is a ________.
target
63
The effective local government supervisor is skilled at____________, values, and perspectives so as to best serve internal and external customers.
brokering competing interests
64
A(n)_________percentage of the workforce will change careers several times during forty of more years of working life. In particular, the career goals of Generation Xers are more fluid than those of older workers.
increasing
65
A supervisor who has strong______skills is self aware, and good at managing personal stress, managing time, and solving problems analytically.
hierarchy
66
As a ________, your job is to find out where your strengths are- as a leader, a manager, or both and build on them.
supervisor
67
Four personal habits(that will help you keep your unit on schedule, decide what tools and resources it needs, determine how to assign work, and ensure that your employees remain motivated) that will help you doo all this:
developing self awareness, building good working relationships with your employees, cultivating a positive management attitude, and learning to broker competing interests.
68
As a supervisor you should use_______and_______, not processes or level of effort, to measure success.
outcomes/results
69
leadership fitness can be thought of as having four dimesnsions:
Physical, Intellectual, Emotional, and Spritual
| PIES
70
___________is essentially "the story" that peers, subordinates, and others tell about the boss.
Reputation
71
Computers have largely transformed what was traditionally regarded as"________".
clerical work
72
New approacheds to management have led to_________organizations with an emphasis on_________.
flatter/teams
73
Flexibility and change are generally associated with_________and_________.
Clan Skills/Adhocracy Skills
74
A supervisor who has strong ____________skills can solve problems creatively, articulate a vision, and foster innovation.
adhocracy
75
When you take on supervisory responsibilities,__________is more important than ever before.
Planning
76
The noted management thinker__________was once asked whether leaders are born. He just responded that some are-but in far to few numbers that make much difference in the world.
Peter Drucker
77
The bottom line is that supervisory influence is directly related to two things"1)how your colleagues and your subordinates perceive your leadership behavior and 2)how your leadership behavior________________.
directly affects them
78
Goal statemennts should be SMART, an acronym that means:
Specific, Measurable, Attainable, Results based, Time bound
79
If you are going to earn your employees respect as a team leader, they should feel that you__________.
trust them
80
Employees respond________to supervisors whom they respect and admire.
positively
81
A good________identifies the goals and standards that have been established for specifiic jobs within an organizational unit or function.
plan
82
The twenty-first century supervisor is often more of a "__________" than a commander.
broker
83
Delegating helps employees feel___________.
valued
84
____________is an activity-an influence process-in which an individual gains trust and commitment of others and without recourse to formal position or authority moves the group to the accomplishment of one or more tasks.
Leadership
85
Planning means:What must be done...When....By_______and____________.
Whom/How
86
Beginning with Ohio State University studies of leaership in the late 1940's, research has consistently identifiied two general qualities associiated with effective leaders:____________and_________.
consideration/structure
87
A __________generally describes what an organization wants to be.
vision statement
88
___________set direction, articulate the organizations vision, and act to transform bothh the individuals and the organization.
Leaders
89
Effective supervisors are willing and able to________jobs to make them more intersting and challenging.
redesign
90
Telecommuting has a number of advantages: for example, it has made it possible for some central offices to be downsiized, and it has encouraged employees to focus more on results and outcomes than on"___________".
face time
91
Effective supervisors understand the larger goals and processes of the organization, and how the work of individual employees advances those goals and processes. This kind of understanding is called___________________.
management attitude
92
All supervisors occasionally feel this kind of stress; it is a bi-product of acting as a ___________, because successful _________must identify with each party's point of view.
broker/brokers
93
As leadership expert________has observed,"people want to be part of something that makes a difference that trascends the ordinary:they want a start to steer by".
Frances Hesselbein
94
But as organizational theorist____________observes,"Those in positions of authority are not the source of authority".
Peter Senge
95
Stability and control are generally associated with___________and____________.
Hierarchy skills/Market skills
96
The three aspects of leadership developed from the most notable organization in America are:
Self-management capabilities,Interpersonal skills capabilities, and Work facilitation capabilities
97
In sum, Leadership is the exertion of positive______. It occurs in the context of formal and informal relationships in all types and siizes of organizations.
social influence
98
Good planning can: Help you stay on top of things, Give you time to do those things you must do and want to do, Help produce better results, and_____________.
Reduce stress
99
Setting goals means stating what must be done, who must do it, and when it must be completed; it also means_____________.
setting priorities
100
As the population ages,government will gradually assume a greater role in the provision of services needed by______________.
older citizens
101
The most important aspect of this job(planning) is_______________________.
scheduling the time for the people doing the work
102
IN organizations where teams are used productively, "a supervisor is the decision maker" and is no longer a ______________, and supervision is no longer as simple>
management mantra
103
The effective supervisor often functions as much as a broker-a go between who works to balance competing interest-as director of work. To be effective in this role, the supervisor must:
maintain a steady focus on defined goals
104
One popular model of the relationship between management and leadership is the_____________.
Competing Values Framework
105
Local government supervisors who served in the _________might not recognize the work place of the early twenty-first century.
1970's
106
Most people in organizations think of themselves as________________.
Excellent communicators
107
Three specific tools that supervisors can use to empower emplyees are:
Job enrichment, mentoring, and career growth
108
This stage is sustained through continuous cooperative activity.
performing
109
Teamwork is
about working together to improve the work culture
110
During the first_____________, the supervisor should help the new employees understand their responsibilitiies, assignments, authority, and relationshps with other departments and people.
three to six months
111
Effective supervisors treat performance evaluations as a(n)____________, not a once a year activity.
continuous process
112
It must be clear from the supervisor's words and tone that he or she has confidence in the employee's ability and wants to help the employee____________.
get the job done correctly
113
Conclude the interview with a summary of the__________ that were discussed.
major points
114
Your interview will be the applicant's first contact with his or her___________.
new supervisor
115
This stage is marked by conflict, mainly over who will lead the group.
storming
116
The parts of an organizational_______ have to be put together so that the whole system functions smoothly and the work is done effectively as possible.
puzzle
117
Effective communication is a necessary part of__________ supervisors.
effective
118
After the initial first week a supervisor can schedule a _________review of the employees work for at least the first___________.
monthly, six months
119
Mentors offer encouragement to members of the organization who can benefit from_________.
one on one support
120
___________occurs when the sender transmits information, facts, ideas, and meanings to the reciever and recieves some form of response.
Two way communication
121
You can often tell a lot about people by__________.
the kind of questions they ask
122
Generation Y are born between___________.
1977 and 1997
123
Supervisors can spend more time planning ahead and preventing problems if routine work is handled by_______,__________ employees.
capable, well trained
124
Studies show that if there is no time to practice,____percent of the instruction is forgotten one hour after a task is learned,____percent one day later, and______percent one week later.
55,65,75
125
One barrier to communication occurs when the _______jumps to conclusions or hears only what he or she wants to hear.
receiver
126
You should review the __________point by point with the employee.
appraisal report
127
People learn______,________,___________.
at a steady pace, when they are at ease, and when they are involved in the process.
128
After the training program has been completed, it is important to try to____________what effect it has had.
measure
129
Under the five major responsibilities
common to all supervisor, what category does delegate as much work-related authority as you can, so employees can develop pride in themselves and in their jobs?
Getting the job done
130
Which is not one of the four major duties of a supervisor?
Developing and explaining policies, procedures, and rules
131
Good planning also means breaking a goal down into
Tasks, subtasks and activities
132
Studies show that most supervisors spend only about ___ percent of their time on the activities that produce __ percent of the results.
20/80
133
A goal is a
Target
134
In a larger organization worker often feel like ________________ and they need large doses of recognition and responsibility to help them feel important.
Small cogs on a large wheel
135
Today’s employees respond willingly to leaders whom they ______ and ________.
Respect / admire
136
What is the set of values and beliefs that emphasizes hard work, knowing your place, standing on your own feet, and obeying anyone who is older or has higher rank?
Protestant ethic
137
is a management methodology that focuses on improving the processes by which a product is manufactured or a service is delivered.
Total Quality Management
138
The following are techniques that should serve as useful rules to follow in supervising today’s employees. (except one)
Help employees set standards
139
When you are able to bring personal goals of the worker together with the organizational goals, the result is
Motivation
140
Which is not a step in strengthening self-discipline
Act promptly
141
is a method for identifying the best practice for a particular activity that can lead to changes and improvements in the way you deliver your service
Benchmarking
142
The key elements in achieving excellence in a work team are?
Respecting, trusting, coaching, developing
143
Which stage is marked by conflict, mainly over who will lead the group?
Storming
144
Which organization has a disadvantage that each departments tendency is to think of itself as more important than the others?
Functional
145
Under the major models of formal organization which maintains discipline relatively easy
Line
146
Which is not one of the three elements surrounding each situation when making a decision?
The past view point of management
147
On the way to becoming a team, what stage is characterized by cohesiveness and closeness by group members?
Norming
148
If you left your job in ____ and came back in ____-not much of a change. If you left now and came back ten years later-tremendous changes.
1950 / 1960
149
are vital members of the government management team
Supervisors
150
The point of contact between _______and ________is at the most vital spot in management.
Employee / managers
151
The supervisor should be able to get work done through others. This means that you, as a supervisor, should organize work and ________employees.
Motivate
152
In a large organization workers often feel like
Small cogs on a large wheel
153
Today’s employees respond willingly to leaders whom they ____ and ____.
Respect / admire
154
is managing through others
Delegating
155
Which is the communication system of an informal organization?
Grapevine
156
This is the first stage in which members come together and are uncertain about the nature and role of the group.
Forming
157
This stage of group formation is characterized by cohesiveness and closeness among group members.
Norming
158
This stage of group formation is when the group moves forward to accomplish its objective.
Performing
159
To catch a problem while it is still small, You will have to develop ____as a kind of sixth sense that can alert you to trouble ahead. (Chap 3, pg. 30)
Empathy
160
The most effective supervisors are leaders of:
Closely knit work teams
161
One excellent way to make jobs more interesting is to:
Cross-train your work team members
162
Authority is delegated only to employees on work teams who have demonstrated that they are:
Experts at their job
163
For supervisors, planning means deciding
What must be done, when, and by whom?
164
Studies have shown that good planning gets
Good results
165
The main steps in making a plan are
Stating goals, streamlining the work, listing tasks, scheduling resources, and checking on the progress of the work
166
Stating goals, streamlining the work, listing tasks, scheduling resources, and checking on the progress of the work
Functional
167
The ____________________ organizational structure is a series of interlocking teams.
Quality improvement
168
People are more highly motivated to work toward common goals and objectives when they
Feel part of a team effort
169
Herzberg’s two factors of motivation are
Hygiene and motivators
170
The _________________ happens when the supervisor rates everyone at the midpoint of the
scale, regardless of performance.
Central tendency effect
171
Leaders with __________________ are creative thinkers, think and act strategically,initiate and
implement change, and have good management skills
Work facilitation capabilities
172
For an influential relationship to develop, the person being influenced must perceive the leader
as
Expert, attractive and trustworthy
173
The first source of influence Supervisors have on the members of their work team
Role
174
Goal statements must be SMART, which stands for
Specific, measurable, attainable, results-based, time-bound
175
is acknowledging and affirming another's emotional state, without taking that emotional state on as your own
Empathy
176
Being ______________ means more than just being responsible for getting work done: it
means being able to explain why certain decisions were made or why certain actions were taken
Accountable
177
Ultimately, however, the strongest influence on employees' behavior is the behavior of
Managers and supervisors
178
In Henirich’s Domino Effect which relates to causes of accidents, immediate causes are the
symptoms of the basic causes, and fall into two categories
Unsafe practices and unsafe conditions
179
Effective supervisors build good working relationships by creating an atmosphere of
___________on the job.
Trust
180
In practical terms, managing a diverse workforce means being more ________________, andkeeping up with new trends
Flexible and adaptable
181
Finally, clear goals are needed because progress can be measured only if we know exactly
what
The team is moving toward
182
are systems in which interrelated parts work together and independently to accomplish the goals of organization.
Organizations
183
The Counselor” must be able to assist employees to address performance problems
Stemming from personal circumstances.
184
The absence of ___________________ distinguishes a group from a team.
Unified effort and of camaraderie
185
means embracing the idea that every process can be improved and, after it is improved, can be made better again and again
Continuous improvement
186
includes the tone of voice, pitch, emphasis, speed, loudness, and pauses we use when speaking; it is closely related to verbal communication but concerns how something is said rather than what is said
Paralanguage
187
is the kind of complaining people do just to let off steam
Griping
188
Effective supervisors also know that grievances are not
Personal criticisms
189
It may surprise you to learn that most supervisors spend only about ______% of their time on
the activities that produce ______ % of the results
twenty / eighty
190
Studies show that if there is no time to practice, ______of the instruction is forgotten one
hour after a task is learned
55%
191
People perform most effectively when tasks are ___________ but not ___________.
challenging / overwhelming
192
Studies have shown that when work units not only engage in planning, but also connect that
planning to the long-range mission of the organization
Productivity improves
193
In building a team, your task as a supervisor is to create a/an ________________where the
differences between people become assets rather than liabilities
Environment
194
is the first step to being a good supervisor.
Self Awareness
195
During the ______________ phase, the emphasis must be on results- not on the personality of
the employee or on the employee's shortcommings and failures.
Assessment
196
Most of the discussions a supervisor has with employees about performance must be
Developmental
197
is unlikely to improve an employee's behavior and may actually make it worse.
Demotion
198
Early in the orientation period, two points should be made clear; What you expect of the employee, and what the employee expects from
The job
199
Handling employee complaints requires ___________ and
Patience, tact, understanding and good judgment
200
Supervisors who develop skills in handling complaints build good relationships with their _____________, _____________ and improve the operating efficiency of their work units
Employees Strengthen morale
201
Every _________ that is ignored and allowed to become a ____________ grievance is costly
Gripe/formal
202
is the kind of complaining people do just to let off steam
Griping
203
The next level of dissatisfaction, ___ is more serious because it does require the supervisor because it does require the supervisor to take some sort of action.
Complaints
204
Complaints often involve relatively ___matters that can be settled on the sport
Minor
205
generally means a written expression of dissatisfaction but a complaint voiced in a serious, formal manner can also be considered a ___________ and should be treated as such
Grievance/grievance
206
A ________________ is usually a written expression of an employee’s dissatisfaction with some aspect of the job that is ot under the employee’s immediate control
Grievance
207
Grievances cannot be filed on management issues; but this is not to say that employees cannot make constructive suggestions about management issues
True
208
A grievance grows out of an employee’s feeling that he or she has been treated __________ or ____________ by the organization
Harshly/unfair
209
The ________________ first job when an employee gripes or complains is to decide whether the employee is voicing a grievance.
Supervisors
210
Personal problems are a cause of grievances what are the others
A. Work assignments
B. Working conditions
C. Problems with the supervisor
D. Problems with the co worker
211
Showing appreciation and observing employees and monitoring working conditions can prevent most grievances what is not one
Personal problems
212
One needs to be alert to signs of conflict or animosity between your team members – particularly if it involves harassment or discrimination that is based on what?
A. Race, age, religion
B. Ethnic background, lifestyle
C. Disability, gender
213
___________ is a form of misconduct that undermines the integrity of the workplace
Sexual harassment
214
__________ refers to behavior that is unwelcome and personally offensive
Sexual harassment
215
As an ________________ you will set a tone of respect and regard for everyone in your unit
Effective supervisor
216
____________ know their employees as people: the call them by name, make a point of learning about their families and personal interests, and show that they realize that employees have lives outside of work.
Effective supervisor
217
Effective supervisor catch problems when they are ___________ and __________ to deal with
Small/easier
218
Gloominess or lack of emthusiasm, lack of interest in the work, excessive tardiness or loafing, excessive short-term sickness are all danger signals that indicate dissatisfaction what are some of the other.
A.Excessive griping about the local government, the department, or the work group
B. A decline in output or an increase in errors
C. Reluctance to assume responsibility
219
___________ meetings give you an opportunity to clarify and misunderstandings about policies and to get immediate and valuable feedback from your work group.
Team
220
Most formal grievance systems specify a number of steps an employee can follow. Most all of them require that the grievance be put in ____________ and reported to the supervisor first
Writing
221
Successfully resolving a grievance requires _______________, ____________, and _________________.
A. Technical knowledge
B. Proper authority
C. Careful thought
222
An organizational chart:
shows how the people in an organization are supposed to work together
223
_____________is the most obvious form of symbolic communication.
verbal communication
224
Continuous improvement:
embracing the idea that every process can be improved, and after it is improved, can be made better and better again.
225
The _____________ happens when the supervisor rates everyone at the midpoint of the scale, regardless of their performance.
Central Tendency Effect
226
Try to improve future work by focusing on_________.
what was learned
227
Other barriers to communication may arise in the ___________.
feedback loop
228
One of the roles of a supervisor is to plan ahead for the future supervisory needs of your organization. One way to do this is by_________to employees you believe have potential.
being a mentor
229
The common thread in quality improvement organizations
is a flatter structure
230
These advisors have no line authority except their own offices.
staff experts
231
A key concept of teamwork is ________.
shared leadership
232
A quality improvement organization
is a series of interrelated teams that are engaged in a continuous improvement process.
233
One of the first things you should do is provide the employee with __________.
an assigned office or personal space to put personal belongings.
234
Studies sho that if there is no time to practice 65 percent of the instruction is forgotten_______after a task is learned.
one day
235
For the first______to ________, the person on a new job is under some pressure.
three to six months
236
Work also gets done through__________that may have little to do with an employee's rank or official position.
an informal organization
237
Goals should be challenging but_______.
realistic
238
Specialized job instruction might be more effective in small groups of___________, to allow for an informal flow of question, andswers, and discussion.
two to three
239
If you can examine your_______in advance, you can stop yourself from making an unfair and perhaps an illegal-employment decision.
personal biases
240
When interviewing the applicant,
create an informal atmosphere.
241
An excellent way to get to know a team members characteristics and behavior patterns is through a self-evaluation instrument. one such instrument on the market is the Myers-Briggs Type Indicator or the DISC Personal Profile.(DISC stands for?)
Dominance, Influence, Steadiness, and conscientiousness
242
Local government supervisors who served in the ______ might not recognize the work place of the early twenty-first century.
1970s
243
Successful supervisors and successful local governments are those that can ________ and _______________.
anticipate and respond to change
244
In response to to shifts both within and outside local government, the role of the supervisor and the methods of supervision have changed. In particular, as many local governments have flattened their organizational structures, reducing the ratio of _______ to ________.
managers to nonmanagers
245
Where the workplace was once predictable, it is now uncertain. Where it was once power based, it is now relationship based. Where it was once _______ it is now ________.
competitive / cooperative
246
New approaches to management have led to _______ organizations with an emphasis on _____.
flatter / teams
247
Four specific factors are changing the character and appearance of local government - and, as a result, the world of the supervisor: (the four factors are).
demographic changes, technological changes, changes in legal accountability, and shifts in employee's expectations and attitudes
248
As the population ages, government will gradually assume a greater role in the provision of services needed by _______.
older citizens
249
Computers have largely transformed what was traditionally regarded as "________".
clerical work
250
Telecommuting has a number of advantages: for example, it has made it possible for some central offices to be downsized, and it has encouraged employers to focus more on results and outcomes than on "________".
face time
251
The _______ severely limits a supervisor's freedom to implement nonstandard work schedules that might be more appealing to employees and more efficient for the local government.
FLSA (Fair Labor Standards Act)
252
Local governments are more likely to be sued because of ______________ than for any other reason.
proactive
253
To protect local governments from lawsuits supervisors must keep more records than they did in the past, refer more often to departmental policies and procedures, and focus more on __________ and ________ than on relationships with individual employees.
objective outcomes / results
254
_________ years ago, most employees said that in selecting an employer, they looked for a stable organization that would be _______________.
Forty / loyal to them
255
Until the mid-twentieth century, American economic life was dominated by what is often called the __________.
Protestant ethic
256
A(n) _______ percentage of the workforce will change careers several times during forty or more years of working life. In particular, the career goals of Generation Xers are more fluid than those of older workers.
increasing
257
Many people today expect their careers to lead to ________ and _________, so they want to know how the work they are doing serves the larger good.
B) self-actualization / fulfillment
258
Especially among public sector employees, it is not enough to have a job that provides sufficient income to support a family and a reasonable retirement. Jobs need to be ________, __________ and _________; in fact, employees will stay at jobs that meet these criteria even if the pay is a little lower.
A) interesting, meaningful, and enjoyable
259
Partly as a result of these changes in employee attitudes and expectations, top-down, hierarchical management is giving way to _____________.
C) self-managed teams
260
In many organizations, the supervisor may be a coach, a team leader, a process facilitator, a mentor, and a change agent - but is not necessarily ________________.
A) the sole or principal decision maker
261
In organizations where teams are used productively, "a supervisor is the decision maker" is no longer a _________ - and supervision is no longer as simple.
D) management mantra
262
The twenty-first century supervisor is often more of a "________" than a commander.
A) broker
263
Which is not one of the four fundamental tasks of the effective local government supervisor:
D) fostering a work environment that is flexible but in which accountability is maintained
264
Four personal habits (that will help you keep your unit on schedule, decide what tools and resources it needs, determine how to assign work, and ensure that your employees remain motivated) that will help you do all this:
developing self-awareness, building good working relationships with your employees, cultivating a positive management attitude, and learning to broker competing interests.
265
What is the first step to being a good supervisor?
Self-Awareness
266
Leading your employees including handling their complaints _______ and _______ while maintaining the right kind of discipline and order.
properly and promptly
267
Employees respond __________ to supervisors whom they respect and admire.
B) positively
268
Effective supervisors understand the larger goals and processes of the organization, and how the work of individual employees advances those goals and processes. This kind of understanding is called _______________.
management attitude
269
The effective local government supervisor is skilled at ______________, values, and perspectives so as to best serve internal and external customers.
brokering competing interests
270
All supervisors occasionally feel this kind of stress; it is a by-product of acting as a ________, because successful _______ must identify with each party's point of view.
broker / brokers
271
A compelling argument can be made that the people most vital to an organizations success are its _____________.
first-line supervisors
272
Remember that your job is to get the work done ______________.
with and through others
273
All supervisors need to have a good grasp of good management practice; that means Understanding the difference between _________ and _________.
leading / managing
274
Some supervisors are simply more comfortable dealing with strategic direction or with internal operation issues. No supervisor will be equally skilled in all areas of management and __________.
leadership
275
One popular model of the relationship between management and leadership is the __________.
Competing Values Framework
276
The four categories of the Competing Values Framework Are:
clan skills, adhocracy skills, market skills, and hierarchy skills
277
A supervisor who has a strong _____ skills is a good team builder,communicates effectively, and works to build employees' confidence in their abilities.
clan
278
A supervisor who has strong _______ skills can solve problems creatively, articulate a vision, and foster innovation.
adhocracy
279
All supervisors occasionally feel this kind of stress; it is a by-product of acting as a ________, because successful _______ must identify with each party's point of view.
broker / brokers
280
A compelling argument can be made that the people most vital to an organizations success are its _____________.
first-line supervisors
281
Remember that your job is to get the work done ______________.
with and through others
282
All supervisors need to have a good grasp of good management practice; that means Understanding the difference between _________ and _________.
leading / managing
283
Some supervisors are simply more comfortable dealing with strategic direction or with internal operation issues. No supervisor will be equally skilled in all areas of management and __________.
leadership
284
One popular model of the relationship between management and leadership is the __________.
Competing Values Framework
285
The four categories of the Competing Values Framework Are:
clan skills, adhocracy skills, market skills, and hierarchy skills
286
A supervisor who has a strong _____ skills is a good team builder,communicates effectively, and works to build employees' confidence in their abilities.
clan
287
A supervisor who has strong _______ skills can solve problems creatively, articulate a vision, and foster innovation.
adhocracy
288
Ethical practices result in a well run government where high-quality services are delivered to citizens___?
fairly, efficiently,effectively
289
True or False) It is also important, for you and your employees to avoid common traps that can lead to unethical behavior. Personal biases or prejudices are one such trap.
True
290
Offering a simple reminder ____ before a work crew begins a shift, is all it takes to keep employees thinking about ethical behavior.
once a week
291
The Parent on Your Shoulder test asks____?
if you'd be comfortable explaining to a parent what you are about to do
292
An essential part of your job is to lead your employees towards ethical behavior. If your government has ethics guidelines, be sure that ____.
your employees understand and adhere to them
post them on a bulletin board and keep copies handy
make ethics a part of daily life in your work unit
293
When you are held accountable for your actions, you need to be able to say not only what you did but____?
why you did it
294
The local government's obligations are often summed up in a single word____?
accountability
295
A supervisor who has strong _____ skills is good at releasing motivation in others, gaining power and influence, and managing conflict.
market
296
A supervisor who has strong _____ skills is self-aware, and good at managing personal stress, managing time, and solving problems analytically.
hierarchy
297
Stability and control are generally associated with __________ and _________.
Hierarchy skills / Market skills
298
Flexibility and change are generally associated with _______ and _______.
Clan skills / Adhocracy skills
299
_______ and ________ is most closely associated with the internal maintenance of the organization.
Clan skills / Hierarchy skills
300
_________ and _________ with "external positioning" - that is, with organization's relationship to its environment.
Adhocracy skills / Market skills
301
set direction, articulate the organizations vision, and act to transform both the individuals and the organization
Leaders
302
________ administer, monitor, direct, and refine current performance.
Managers
303
As a _________, your job is to find out where your strengths are - as a leader, a manager, or both and build on them.
Supervisor
304
A ___________ is a clear , succinct of an ideal future - provides a vision of what success would look like. It also generally describes what an organization wants to do.
mission statement
305
A _______ generally describes what an organization wants to be.
vision statement
306
A _________ offers a picture of what a work unit or organization would be if it completely fulfilled its potential. It is a picture that everyone can be proud of and want to achieve.
mission statement
307
A goal is a ________.
target
308
Setting goals means stating what must be done, who must do it, and when it must be completed; it also means ___________.
setting priorities
309
Ethical practices create more ______?
efficient
effective
and productive organizations
310
The strongest influence on an employees' behavior is,___?
the behavior of managers and supervisors
311
When it comes to ethics, what really matters is not what local government says but what it___ .
does
312
If your organization has a formal ethics guidelines of any kind, it is your responsibility as a supervisor to ___ .
fully understand and adhere to them, and to be sure that your employees do so as well
313
Any one who is a part of the government-from elected officials to upper management to front line employees--is a ______?
public servant
314
The toughest choices you will make a supervisor are not choices between _________.
right and wrong but between right and right
315
What is the definition of Ethics?
the practice of applying a code of conduct to day-to day actions
316
The most effective supervisors are leaders of closely knit work ______.
teams
317
Two important things happen when a work group becomes a team. First, the workers gain a sense of belonging. Second, the ______________
whole becomes greater than the sum of its parts
318
Effective supervisors allow the members of their work team to directly participate in many decisions, including planning, goal setting, scheduling, and ___________.
allocating resources
319
Delegating helps employees feel ________.
valued
320
Supervisors who have the best chance of identifying and resolving problems early on have four characteristics: (Which is not one)
they are amicable
321
To catch problems while the are still small, it is important to develope ________ an awareness of the feelings of others. _______ acts as a kind of sixth sense that can alert you to trouble ahead.
empathy / empathy
322
Effective supervisors are willing and able to ___________ jobs to make them more interesting and challenging.
redesign
323
One excellent way to make jobs more interesting is to ________ the members of your work team.
cross-train
324
As a supervisor you should use _______ and ________, not processes or level of effort, to measure success.
outcomes / results
325
The effective supervisor often functions as much as a broker - a go between who works to balance competing interest - as director of work. To be effective in this role, the supervisor must: (Which is not correct)
stay on course with the set strategy
326
Since _____, for example, more than 4,000 books with the word leadership in the title have been published in English.
1995
327
Leadership is difficult to define clearly. For example, although certain characteristics - such as forcefulness, persuasiveness, and _______ - have all been associated with leadership, many leaders
charisma
328
One thing we do know for certain about leadership is that it has little meaning outside the context of relationships. Thus leadership cannot really be said to occur __________.
in isolation from others
329
_________ is an activity - an influence process - in which an individual gains trust and commitment of others and without recourse to formal position or authority moves the group to the accomplishment of one or more tasks.
leadership
330
It is essential to understand that formal power and ______ are not absolutely necessary to lead.
authority
331
_________ is thus a two-way process; a relationship that requires the commitment of both parties.
Leadership
332
In sum, Leadership is the exertion of positive ______________. It occurs in the context of formal and informal relationships in all types and sizes of organizations.
social influence
333
Beginning with Ohio State University studies of leadership in the late 1940s, research has consistently identified two general qualities associated with effective leaders: ________ and ________.
consideration / structure
334
The noted management thinker ________ was once asked whether leaders are born. He just responded that some are - but in far to few numbers to make much difference in the world.
Peter Drucker
335
What's most important, however, Leadership is a behavior that can be _____ and that the effects can be long lasting.
taught
336
Your organizational peers and your direct reports - those who are, in a sense, the "________" of your leaderships skills - tend to have the most useful perceptions of your leadership behavior.
consumers
337
_______ is a better predictor of effective leadership than personal traits.
Behavior
338
Supervisors who want to be leaders need to learn how to exert __________.
positive social influence
339
The bottom line is that your supervisory influence is directly related to two things: 1) how your colleagues and your subordinates perceive your leadership behavior and 2) how your leadership behavior _________.
directly affects them
340
Supervisors have three primary sources of influence on the members of their work team (and others): Which is not one?
their influence
341
An interesting paradox of leadership is that the more the supervisor has to rely on the power of the role to influence people, the _____ real leadership may be exerted.
less
342
________ is essentially the "story" that peers, subordinates, and others tell about the boss.
Reputation
343
The three conditions for influence are:
Trustworthy, Expert, and Attractive
344
Research going back to _________ indicates that the perception of expertise is perhaps the most essential condition for influence.
World War II
345
People are much less likely to be influenced by those whom they perceive as having different _____ and ______.
values and beliefs
346
Leadership fitness can be thought of as having four dimensions:
Physical, Intellectual, Emotional, and Spiritual
347
In its Handbook of Leadership Development, the ____________________, prehaps the most notable organization in America engaged in the business of leadership development, recommends that emerging leaders (and those who are helping leaders to develop) focus on three aspects of leadership.
Center for Creative Leadership
348
The three aspects of leadership developed from the most notable organization in America are:
Self-management capabilities, Social capabilities, Work-facilitation capabilities
349
But as organizational theorist __________ observes, "Those in positions of authority are not the source of authority".
Peter Senge
350
As leadership expert ____________ has observed, "People want to be a part of something that makes a difference that transcends the ordinary: they want a star to steer by".
Frances Hesselbein
351
When you take on supervisory responsibilities, _______ is more important than ever before.
Planning
352
Good Planning can: Help you stay on top of things, Give you time to do those things you must do and want to do, Help produce better results, and ______________________.
Reduce Stress
353
For supervisors, planning means determining: What needs to be done, The order of the tasks, When the work must be completed, What support will be needed to complete it, Who will do the work, and ______________.
What the expected quality of the results will be
354
Planning means: What must be done....When....By _______...and___________.
Whom / How
355
Good planning is a habit that can be developed. It begins with a premise: the clearer your "_______" is of what you are trying to do, the more likely it is to get done - and get done right.
picture
356
A good work plan should have the following elements: (Which is not correct?)
A detailed description of the plan
357
Studies have shown that good planning gets _________.
good results
358
The main steps in making a plan are:
stating goals, streamlining the work; listing objectives, tasks, and activities; scheduling resources; and checking on the progress of the work.
359
Goal statements should be SMART, and acronym that means:
Specific, Measurable, Attainable, Results based, Time bound
360
Good planning also means breaking each goal down into:__________________________ that must be preformed in order to reach that goal.
Objectives, Tasks, and Activities
361
A _______ is a series of actions that lead to the completion of work. Everything we do at work is a part of a ___________.
work process / work process
362
The most important aspect of this job (planning) is _____________.
Scheduling the time for the people doing the work
363
Good supervisors constantly ask the following questions:
Are we on schedule? Is the work being done correctly? Are the quality and service level as expected? Can we improve our process for next time? Could any part of the operation be improved by teaching new skills?
364
Remember that good supervisors routinely check on the progress and quality of the work. That means checking on your employees' performance -- not ___________________.
checking up on the employees themselves
365
If you are going to earn your employee's respect as a team leader, they should feel that you ________.
trust them
366
A good ______ identifies the goals and standards that have been established for specific jobs within an organizational unit or function.
manual
367
All _______ are work, but not all work is a _______.
projects / project
368
The five major tasks in project management are:
Initiating, Planning, Executing, Controlling, and Closing
369
The parts of an organizational _________ have to be put together so that the finished product makes sense and functions smoothly.
Puzzle
370
As supervisor, your task is to (choose the wrong answer)
building and maintaining an efficient team.
371
An organizational chart:
shows how the people in an organization are supposed to work together.
372
The parts of an organizational _______ have to be put together so that the whole system functions smoothly and the work is done effectively as possible.
Puzzle
373
An informal organizational chart exists because:(choose the wrong answer)
the formal organizational chart is not effective and the right people are not chosen for the job.
374
The informal organization is shaped by a number of factors, including employees'(choose the wrong answer)
capacity
375
From the major models of organizations this organization is the simplest type
Line
376
From the major model of formal organizations this organization has its own department, and that department is head up by an expert or specialist in that function.
Functional
377
A Quality improvement organization
is a series of interrelated teams that are engaged in a continuous improvement process
378
Which organizational model is often used by public safety departments?
Line
379
People will not "____________" in the formal organizational chart
stay put
380
Work also gets done through ____________ that may have little to do with an employee's rank or official position.
an informal organization
381
These advisors have no line authority except their own offices
staff experts
382
Quality improvement organizations: (choose the wrong answer)
Decrease employee involvement
383
Quality improvement organizations have _____ building blocks as their foundation.
six
384
The common thread in quality improvement organizations
is a flatter structure
385
A good strategic plan focuses on
The long-range future of the organization and the community
386
Continuous improvement:
embracing the idea that every process can be improved- and, after it is improved, can be made better again and again.
387
The building block in an quality improvement organization where customer needs and expectation define the quality targets
Customer Focus
388
Teamwork is
about working together to improve the work culture
389
In the specific advantages of using teams the presence of different ______, ________, and________ maximizes the strength of the group and produces better decisions. (which is not)
attitudes
390
In transforming a group into a team: (choose the wrong answer)
when teams see the broader and larger organizational vision, they, too can "fill in the holes" when they occur
391
In reference to a group transforming into a team they pass through four stages, which are the correct order
forming, storming, norming, performing
392
This stage is sustained through continuous cooperative activity
performing
393
This stage is characterized by the beginnings of cohesiveness and closeness among group members
norming
394
This stage is marked by conflict, mainly over who will lead the group
storming
395
Which steps as a supervisor builds a close-knit, highly motivated, productive work team?(which is not)
set the standards for the team members
396
Which is not a step towards teamwork?
let your team members set goals
397
A key concept of teamwork is
shared leadership
398
Empowering team members to take responsible control of their______ means helping them to develop confidence in their own abilities and encouraging them to respect themselves and each other
work life
399
An excellent way to get to know a team members characteristics and behavior patterns is through a self-evaluation instrument. One such instrument on the market is the Myers-Briggs Type Indicator or the DISC Personal Profile. (DISC stands for?)
dominance, influence, steadiness, and conscientiousness
400
Three specific tools that supervisors can use to empower employees are (which is not)
job growth
401
_________ means giving employees the chance to develop their skills and to use talents that they may not ordinarily use on the job.
Job enrichment
402
________ creating a career ladder within your work unit will enable those who achieve success in their work to move forward to new challenges.
Career Growth
403
Mentors offer encouragement to members of the organization who can benefit from
one-on-one support
404
One of your roles of a supervisor is to plan ahead for the future supervisory needs of your organization. One way to do this is by __________ to employees you believe have potential.
being a mentor
405
What are the three most important tasks as a supervisor (which is not correct)?
Prepare
406
Three of your most important tasks as a supervisor are ___________,
___________and_______________ the people assigned to your job area.
Selecting, orienting, training
407
In most jurisdictions, the ____________ screens job applicants.
Human Resources Department
408
A reason to conduct a good interview : you are not only interviewing, you are ____________.
being interviewed
409
Your interview will be the applicant's first contact with his or her ____________.
new supervisor
410
Equal employment guidelines say specifically that you must not disqualify a person because of_______________.
race, sex and religion.
nationality and disability.
personal characteristics that have nothing to do with the persons ability to handle the job.
all of the above
411
If you can examine your __________ in advance, you can stop yourself from making an unfair and perhaps illegal- employment decision.
personal biases
412
Who should you consult in your organization for guidance about the criteria for screening and questions to be asked during an interview? (choose wrong answer)
Management
413
Ways to make your interview more successful include?
put the applicant and yourself at ease
| listen carefully and write down your observation promptly after the interview
414
When interviewing the applicant
create an informal atmosphere
415
A(n) ________ supervisor follows legal guidelines, exercises good judgment, and is fair and consistent when asking interview questions
effective
416
You can often tell a lot about people by ____________.
the kind of questions they ask.
417
___________ is another of your supervisory responsibilities; it benefits the employee , you, and the entire organization.
Job orientation
418
The four main ingredients of a job orientation program are (which is not)
coaching
419
The first _____ is critical to making a new employee feel welcome and at home.
day
420
One of the first things you should do is provide the employee with a(n)
assigned office or personal space to put personal belongings
421
Early in the orientation period two points should be made clear, they are?
what you expect of the employee, and what the employee expects from the job
422
When orienting new employees, you should follow several steps (which is not a step)
Set up a training program.
423
During the first ______, explain how each employee's job fits in with the work of the department and of the local government.
week
424
For the first ____ to ______, the person on a new job is under some pressure.
three to six months
425
A(n) _______ and ________ supervisor will use a check-back system to help new employees get adjusted.
understanding and supportive
426
Most new employees will have moments when they wonder, _____________.
"Can I really do this job?"
427
After the initial first week a supervisor can schedule a _______ review of the employees work for at least the first ________.
monthly, six months
428
Training employees for their jobs and developing their ____ and _____ are important responsibilities of a supervisor.
skills and abilities
429
Supervisors can spend more time planning ahead and preventing problems if routine work is handled by _________, ________ employees.
capable, well-trained
430
Some people learn best through (which is not)
active listening
431
In a rapidly changing environment, training is _______ and ________.
important and continuous
432
Training sessions should appeal to participants' senses, people learn by (which is not one)
touching job-related materials
433
Adults learn best when they are ________ the process.
involved in
434
Specialized job instruction might be more effective in small groups of __________ , to allow for an informal flow of questions, answers, and discussion.
two to three
