Supervisor part 2 Flashcards
1
Q
For the first ____ to ______, the person on a new job is under some pressure.
A
three to six months
2
Q
A(n) _______ and ________ supervisor will use a check-back system to help new employees get adjusted.
A
understanding and supportive
3
Q
Most new employees will have moments when they wonder, _____________.
A
“Can I really do this job?”
4
Q
After the initial first week a supervisor can schedule a _______ review of the employees work for at least the first ________.
A
monthly, six months
5
Q
Training employees for their jobs and developing their ____ and _____ are important responsibilities of a supervisor.
A
skills and abilities
6
Q
Supervisors can spend more time planning ahead and preventing problems if routine work is handled by _________, ________ employees.
A
capable, well-trained
7
Q
Some people learn best through (which is not)
A
active listening
8
Q
In a rapidly changing environment, training is _______ and ________.
A
important and continuous
9
Q
Training sessions should appeal to participants’ senses, people learn by (which is not one)
A
touching job-related materials
10
Q
Adults learn best when they are ________ the process.
A
involved in
11
Q
Specialized job instruction might be more effective in small groups of __________ , to allow for an informal flow of questions, answers, and discussion.
A
two to three
12
Q
The period between classes should be long enough to allow employees to absorb the material but short enough so that they will not forget form one session to the next. __________ sessions would be better
A
Weekly one-hour
13
Q
Adults learn best if they are _________.
A
at ease
14
Q
Studies show if there is no time to practice 65 percent of the instruction is forgotten ______ after a task is learned.
A
one day later
15
Q
Employees will remember ____ something is done if they know ____ it is done.
A
how, why
16
Q
Which statement is false) Tips for ensuring professionalism in you work unit.
A
Avoid taking work break in private areas, out door work crews should be mindful of this
17
Q
After the training program has been completed, it is important to try to ________ what effect it has had.
A
measure
18
Q
People learn _________
A
at a steady pace
when they are at ease
when they are involved in the process
all are correct
19
Q
Evaluations are __________.
A
like report-card time in school.
20
Q
Effective supervisors treat performance evaluations as a(n) _________, not a once-a-year activity.
A
continuous process
21
Q
Sharing accurate and useful information about the government is a job for ____ ?
A
for every employee, every day, and benefits the government as well as citizens
22
Q
As a supervisor, make an effort to share the information you have, and clearly communicate by example and instruction that____?
A
gossip is unacceptable
23
Q
The identity of you local government will come from the way___ .
A
its employees think and feel about it
24
Q
(Which statement is false) What is your local government communicating to its internal and external customers?
A
like your running through a maze
25
Customers are people who pay to receive ____.
goods and services
26
A pleasant work environment can improve_____ .
morale and productivity
27
When an area is poorly heated or cooled, for example, the impression is that the organization does not see the employee as a __?
valuable resource
28
"The work environment" refers to everything associated in your work area, including organization,physical setup, seating, signage and temperature. All customers _____ are affected by environment.
internal and external
29
Which statement is false) Tips for ensuring professionalism in you work unit.
Avoid taking work break in private areas, out door work crews should be mindful of this
30
Courtesy includes___ , for example when streets must be closed for repairs courtesy means informing residents in advance.
scheduling, notifications, and announcements
31
True or False) Because a question that is poorly handled can lead to a complaint, question and complaints should be thought of together.
True
32
No matter how a concern is brought to you attention it requires a ____ .
prompt, courteous, accurate reply
33
A question that is that is poorly handled can lead to a _____.
complaint
34
Complaints are especially important because they are signals ___?
something is wrong
35
(Which statement is false) The following tips will help ensure good communication
try to nod as the person is speaking, the speaker thinks you are listening
36
(Which statement is false) The following are tips to help ensure good communication.
sometimes it is helpful to speak quickly and distinctly
37
Evaluations are an important part of your efforts to help employees fully develop their __________.
work potential
38
Without __________ commitment or standardized procedures for everyone to follow, evaluations are too easily put off.
organizational
39
If supervisors make decisions about performance on the basis of ________ of employees, they may be wrong.
informal impressions
40
Evaluation of an employee's performance is expected and needed in local government to help (which is not correct)
provide a written record of employee responsibilities
41
Not only are first impressions frequently wrong , this is because we often confuse our own ______ , _______, and _______ with the behavior we observe in others. (which is not)
values, needs, attitudes
42
Evaluations should begin ___________ and a personnel file is opened.
the day a person accepts a job
43
What should go Into the personnel file? (which is wrong)
how the jobs fits in with the employees skills
44
The formal step of recording progress, ______, ______, and _______ should never replace the supervisor's responsibility to provide employees with regular feedback about their performance.
goals, objectives, observations
45
During the first ________, the supervisor should help the new employees understand their responsibilities, assignments, authority, and relationships with other departments and people.
three to six months
46
_________ and _______ should work together to set goals, standards, and criteria for measuring employee performance.
Employees, supervisors
47
The supervisor must guide the _________ process to make sure that the goals fit in with the realities of the work group, the department, and the government.
goal-setting
48
Goals should be challenging but _______.
realistic
49
Employees and supervisors should __________ to set goals.
work together
50
Employees may not agree with all the _______, but the fact that they have had some say in them will make for fewer disagreements or disappointments later on.
standards
51
During the assessment process the emphasis must be on ________.
results
52
The annual evaluation is not a place for
reprimands
53
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 ___________.
achieve their goals
54
Discussing past performance and planning for the future can be positive, constructive, and __________ for both the supervisor and the employee.
enjoyable
55
Which is not a guideline for conducting an appraisal interview?
schedule the interview a couple days prior
56
How many days notice will communicate that you want them to properly prepare for the session?
seven to fourteen
57
You should review the _______ point-by-point with the employee.
appraisal report
58
Conclude the interview with a summary of the _________ that were discussed.
major points
59
Try to improve future work by focusing on _________.
what was learned
60
An improperly constructed or administered performance appraisal can result in charges of discrimination under Title VII of the Civil Rights Act of ________ if the appraisal instrument has an adverse impact on protected groups.
1964
61
The following are common types of appraisal pitfalls: (which is not one)
Reward past performance
62
The _________ occurs when the supervisor lets performance in one area influence the ratings for the other areas.
Halo effect
63
The ________ occurs when the supervisor rates an employee on the basis of a recent occurrence.
Recency Factor
64
The ____________ happens when the supervisor rates everyone at the midpoint of the scale, regardless of performance
Central Tendency Effect
65
Most people in organizations think of themselves as _________.
Excellent Communicators
66
Effective communication is a necessary part of ________ supervision.
effective
67
Studies show that ______ percent or more of the supervisor's day is spent on some form of verbal communication.
80
68
Communication also occurs nonverbally- through ________.
hand gestures
facial expressions and posture
silence
69
Poor communication can lead to ?(which is not correct)
ineffectiveness
70
The exchange of information, facts, ideas, and meanings is
communication
71
The_______: what is being sent-a memo, a sentence, an email, or some other sort of signal.
message
72
The________: the person who is talking, writing, calling, or communicating nonverbally.
sender
73
_______: the message the receiver gives the sender
feedback
74
___________ occurs when the sender transmits information, facts, ideas, and meanings to the receiver and receives some form of response.
two-way communication
75
Remember that it is always better to ask for and to give more information _____ than it is to be disappointed by the results _______.
now, later
76
________ this type of nonverbal communication, involves the position or movement of the body
Body language
77
__________ is the most obvious form of symbolic communication.
verbal communication
78
The supervisor must consider ________ as well as _________ aspects of communication
nonverbal, verbal
79
_______ and personal style are both forms of nonverbal communication
facial expression
80
Other barriers to communication may arise in the ___________
feedback loop
81
One barrier to communication occurs when the ______ jumps to conclusions or hears only what he or she wants to hear
receiver
82
A spoken message delivered today may be one that you respond to tomorrow by _______
email
83
_________ is a key component of effective communication.
listening
84
To improve our communication skills, we have to become ________
active listeners
85
_______ of differences-which often includes poor communication - can undermine group cohesion
Ineffective management
86
Generation Y are born between
1977 and 1997
87
One of the secrets of successful leadership is the ability to _________, _________ and __________ other talented people.
identify, sustain and inspire
88
Any decline in an employee’s performance, regardless of what you think the source may be, is cause for ____________.
concerned action
89
___________ is acknowledging and affirming another’s emotional state, without taking that emotional state on as your own.
Empathy
90
If you want to establish a formal mentoring relationship on your own, you should do all the following except:
Document all shortcomings immediately
91
______________don’t win by making last-second decisions.
Effective coaches
92
To be an effective coach, you must communicate to your employees what the _____ is for your team.
vision
93
By using the skills of ___________, _____________ and ____________, you can strengthen your work team, raise morale and diffuse conflict.
coaching, counseling, and mentoring
94
Coaching means ______________ both organizational and personal goals.
communicating
95
_______________ - Ongoing communication with employees.
Feedback
96
As a supervisor, you should constantly be looking for __________ - times when you can create learning opportunities for your employees.
teachable moments
97
___________ means taking an interest in your employees.
Listening
98
One way to coach your employees is to offer them “_______________” – tasks that are outside their regular duties and that allow them to develop their skills and talents.
stretch assignments
99
Coaching means interacting with your employees and _______________________.
having regular and frequent conversations about performance.
100
_____________, which can allow employees to take on responsibilities that are outside their regular work routine, can improve performance by requiring the mastery of new skills.
Delegation
101
Maintaining a _____________________________ is just as much a part of successful supervision as keeping up with reports, dealing with customers and meeting performance objectives.
harmonious work environment
102
To be an effective coach, you must communicate to your employees what the ____________ for your team is
vision
103
____________ allows employees to learn new skills and improve performance
Delegation
104
The three parts to delegation are ___________, _________ and __________.
responsibility, authority and accountability.
105
The mentorring relationship, when managed successfully, is one of _____________, learning and development.
collaborative growth
106
Which of the following is incorrect:
| When building mentoring relationships, not correct
require indirect feedback through formal counseling
107
A __________ acts as a role model and provides opportunities for personal and professional growth.
mentor
108
Effective coaches recognize that the _____________ can foster learning and growth
smallest incidents
109
You should remember that delegation is supposed to be _____________.
challenging but not impossible.
110
_________________: a private, regularly scheduled, one-on-one meeting with each of your employees.
Personal management interview program
111
Coaching employees for ________________ is an invaluable skill for the effective supervisor.
improved performance
112
A person's motives combine and interact with each other, creating a _____________.
complex motivational pattern.
113
Which supervisor believes that people bring their personal motives with them to work?
Theory Z Supervisor
114
Your job as a supervisor is _____________.
get work done with and through your employees.
115
____________ gives the employee an opportunity to help define the tasks and expectations of the job.
Job redesign
116
For better or worse, conditions in an organization tend to reflect the beliefs and attitudes of ________.
those on top
117
Which is the correct order for Maslow's hierarchy from bottom to top.
Physiological Needs, Security Needs, Social Needs, Esteem Needs and Self Actualization
118
Which supervisor believes that work is a natural activity and an opportunity for people to learn and develop?
Theory Y Supervisor
119
The supervisors job is to find ways to
release higher levels of motivation in each employee
120
Techniques such as the ________ assessments and subordinate appraisals of supervisors can help clarify what supervisors and employees expect of each other.
360 degree
121
In your role as supervisory, releasing your employees' motivation means _____________
aligning workers individual needs, and their efforts to satisfy those needs, with the goals of the organization.
122
Which kind of supervisor believes that most subordinates conform to rules, are relatively unoriginal, and seek direction in how to execute their jobs?
Theory X Supervisors
123
Under Maslow's theory of hierarchy, which need does: food, shelter, clothing and environment come under?
Physiological needs
124
Employees' attitudes toward their jobs are, to a substantial degree, the result of_______________ and throughout life in general.
experiences they have had at work
125
Which supervisor believe that people dislike work and will avoid it if possible?
Theory X Supervisors
126
Abraham Maslow suggests that our needs are organized in a hierarchy, and that __________________________________.
each need must be met before we can move on to the next level.
127
The challenge for the supervisor is determining_________.
what each employee's individual needs are and attempting to satisfy those needs in a way that also contributes to the goal of the organization.
128
Generally speaking, employees desire:
| (WHICH OF THE FOLLOWING IS NOT CORRECT)
direct supervision and immediate positive appraisal of his/her work.
129
____________ are motivated by a strong sense of social justice and a desire to make a difference in society.
Humanitarians
130
Which type of supervisor believe that their job is to organize and manage work so that their employee's needs - for acceptance and recognition for example - are in harmony with the organization's goals.
Theory Y Supervisor
131
Experience has shown that to release higher levels of motivation in their employees, supervisors need to:
(WHICH OF THE FOLLOWING IS NOT CORRECT)
allow employees to set the work pace, standards and conditions.
132
Schein's theory suggest that ______________.
no one supervisory strategy will work for all people at all times.
133
It is particularly important for local government supervisors to understand______________.
public sector motivation.
134
Which supervisor will have an outlook that employees are "tools of production" and tend to micro-manage workers?
Theory X Supervisor
135
________________ identify with - and are strongly motivate to help - those who are underprivileged or in distress.
Samaritans
136
Under Maslow's theory which need does, "accepting a sense of belonging" come under?
Social needs
137
When dealing with change employees' attitudes and behaviors go through ______ phases, each of which must be effectively managed.
5
138
The ___________ approach (to change) signals to employees that there may be problems, but that the employees as a team will help identify those problems and solve them.
"pilot project"
139
You many want to choose a ___________ - someone to lead the unit in the new project.
"team quarterback"
140
Local governments today are under tremendous pressure to ________.
do less with more
141
Management that is truly interested in employee involvement will use the _____________________ approach throughout the year.
participatory
142
____________ means people feel they have to make the change.
Compliance
143
_________ will almost always have the best ideas about how to improve the way the job is done.
People who are actually doing a job
144
Adjusting to the "new way" requires some energy and will be _______ and _____________ uncomfortable until the new way becomes habit.
physically and psychologically
145
If you insist on change that makes you employees feel uncomfortable, you can expect _____________.
negative reactions
146
In a __________________, supervisors and employees constantly look for opportunities, even in problem situations, and are open to taking risks.
healthy climate for change
147
Failure to develop a _________ for change is one of the principal reason that change fails.
strategy
148
People are much better at adjusting to change if _____________.
they have time to prepare for it.
149
___________________ has never been sound management practice.
Winning the battle but losing the war
150
Productivity problems usually start with the __________ and _________ that employees are asked to use when they perform their work
processes and systems
151
If you can accurately define the problem, you are more than ______ of the way to resolving it.
60%
152
Good supervision is one of the keys to helping employees progress along the "__________________" axis.
attitude and behavior
153
In most cases, when we improve the way we do a job we _________.
simplify it.
154
When completing a final report for management and there is a difference of opinion on the results or the recommendation for action you must __________________?
include the opinions of the minority as well as the majority of your team.
155
Regardless of how suggestions are generated, a committee should review them ______________ and choose those that seem to have the most potential .
every month or two
156
If a change is very sweeping or may be threatening to many employees, it might be best to make the change _________?
a pilot project
157
___________________ will help identify potential problems before they become crises.
Continuous evaluation
158
Change creates____________.
stress
159
As a supervisor, you are an __________ for change.
agent
160
____________ means that people want to make the change.
Commitment
161
The supervisors first choice should be to get people to____________.
work smarter not harder.
162
The principal rule to follow in ____________ is to accept all ideas and record them exactly as stated.
brainstorming
163
________% of the problem is caused by ___________% of the causative factors.
80/20
164
_________ represents a course of action that all members can support; it does not mean that they decision is everyone's first choice.
Consensus
165
The problem-solving process is a ___________, so be prepared to repeat the process until the problem is satisfactorily solved.
dynamic one
166
When you need to streamline work systems and processes, a __________ checklist can help your team figure out what needs to be improved and then create solutions.
step-by step problem-solving
167
Any job has three basic parts: (which is not one of them)
organizing employee
168
The two basic rules for breaking down the job into steps are:
pick a subject and stick to it and write a brief description of every step.
169
When all the facts are down on paper - on a chart or a list - the team can begin to question and evaluate. In this part of the process, your most important asset is______________.
an open mind
170
Most changes take _______ and __________.
time and patients
171
Before you begin to put a change into effect, you need to balance ___________, __________, ___________ and other factors against improved services, efficiency and other benefits. (Which of the following is NOT one)
time
172
When and if your new method is ready to be formally proposed, there are three groups of people you should take into consideration. (Which is NOT one)
those who evaluate your new plan
173
When implementing change you will first have to develop a plan for obtaining ____________ approval to make the change you are considering.
managerial and legal
174
In a government environment, checking the ___________ ramifications of a change is absolutely essential.
legal
175
Which of the following statement is correct?
Successful change management requires a clear reason to change, a clear strategy for change, good communications and employee involvement.
176
One of the most critical roles of a supervisor is to______________.
establish and maintain discipline.
177
Maintaining discipline means maintaining efficiency, cooperation and proper work conduct among employees to__________.
achieve desired goals.
178
___________ - a person who embraces and helps spread the teachings of a respected leader.
disciple
179
The word discipline comes from the word ____________.
disciple
180
Effective supervisors recognize that most employees ____________.
want to do a good job.
181
Your relationship with your employees is a powerful force for developing commitment to __________________.
organizational rules
182
Good supervisors create an environment in which employees take an active role in ensuring that both ______________ are met.
their individual goals and the goals of the work unit
183
To discipline others effectively, you must be ______________.
self disciplined yourself.
184
Job standards by which the employee will be evaluated should be communicated during ____________________.
the interview process or at least during the employee's orientation.
185
A supervisor should hold meetings _______________ to review rules, regulations and job standards and to pass along information about new policies or rule changes.
at regular intervals
186
________________ explanations are helpful for all employees, but especially for those who have difficulty reading.
Face to face
187
Careful, _____________ can give employees the skills they need to do a good job.
patient training
188
Above all, you will need to devote extra time to ____________ new employees while they are learning.
coaching and encouraging
189
If there are areas of performance that need improvement, ____________ that details the expected changes in performance or behavior should also become part of the record.
an employee development plan
190
Both ________ and _________ privacy laws govern the security of all or parts of employees' personnel files.
state and federal
191
When talking about employee records and files and access to them, the best rule is to ask yourself ______________________.
"Does the person requesting the information have a legal right to know?"
192
Employees should be encouraged to look at the materials in their personnel files _________.
regularly
193
In regards to information in in personnel files, (which is incorrect)
you should keep notes based on rumors
194
A supervisor must strike a balance between ignoring rule violations altogether and __________________.
pouncing on every mistake.
195
The basis for initiating any disciplinary measure is to ________________.
change an employee's behavior.
196
Unless employees understand that the purpose of discipline is to help them change their behavior, every step in the disciplinary process may become part of a ______________ that ends with termination.
downward spiral
197
When a violation occurs, a supervisor should do something about it _______.
immediately.
198
If you do or say nothing when a rule is broken, ___________.
you are condoning the violation.
199
Most disputes about rules violations________.
arise over facts.
200
The most important thing to do when a rule has been broken is ________.
gather all the facts as soon as possible.
201
When gathering information about a rule violation, the facts you gather should give a complete ______________ of the situation so that anyone reading your description of the event will feel that he or she was a witness.
"word picture"
202
______________ are often a good way to set forth facts.
Informal memos
203
You should complete all accident reports ______________.
promptly and thoroughly.
204
To decide what corrective action (if any) is most appropriate, you should first decide ______________________.
how serious the offense was.
205
When correcting an employee, any action you take should be constructive. It should serve as a ________ on the employee to exhibit the desired behavior in the future
motivating influence
206
Usually, the appropriate disciplinary action is the __________ penalty that is strong enough to convince the employee that the behavior that brought about the disciplinary action will not be tolerated.
least severe
207
The most severe form is discipline is ____________.
dismissal
208
Employees with good records who break minor rules should be given _________ by the supervisor.
an informal talk
209
A record of a verbal warning should be placed __________.
in the employee's work file but not in his/her permanent record.
210
A written warning is used for more serious offenses or for employees who have ___________.
broken the same rule several times.
211
Suspension is a far more severe penalty which means that an employee is removed from his or her job without pay, usually for _____________.
1 to 30 days.
212
___________ is used when an employee violates a major rule or when repeated warnings fail to bring about change.
Suspension
213
___________ is another severe penalty, however, it is unlikely to improve an employee's behavior and may actually make it worse.
Demotion
214
Usually a demotion can be authorized only by a _________________.
department head or by upper management.
215
__________, while it is not a disciplinary action, is sometimes resorted to as a means of addressing persistent performance or behavior problems.
Transfer
216
Transferring a problem employee to another department or work group is valid only _____________________.
when there is a personality conflict between the employee and the supervisor.
217
Before you make a final decision about discipline, you must __________.
talk to the employee who violated the rule.
218
You should the disciplinary interview when_____________.
the employee has given as full an accounting of the event as possible.
219
As a supervisor, you should treat your employees like ______.
an adult
220
After a disciplinary interview you should ___________.
write up the main points that were discussed.
221
When it comes to disciplining employees, the supervisor is both ______.
accuser and judge
222
In a good disciplinary system, the employee has the right to appeal to ________.
a third person.
223
Emphasizing to the employee that he or she is completely protected __________ if an appeal to discipline is filed.
from reprisal
224
In local governments that have bargaining units, disciplinary measures must be in accordance with the procedures specified in_________.
employee relations discipline guidelines.
225
Wherever people work, you can expect to hear complaints. Handling employees complaints requires __?
patience, tact, understanding, good judgment
226
Griping is the kind of complaining people do just to __? People who gripe usually don't expect change.
let off steam
227
Complaints often involve ?
relatively minor matters that can be settled on the spot
228
A grievance is usually a ____ expression with an employees dissatisfaction with some aspect of the job that is not under the employees immediate control?
written
229
A grievance grows out of an employees feeling that he/she has been treated ___ by the organization.
harshly or unfairly
230
(Which statement is not correct) Most grievances can be prevented by?
Showing concern
231
Generally Sexual Harassment refers to behavior that ?
unwelcome and personally offensive
232
Effective supervisors are careful to avoid practices that generate dissatisfaction and lead to complaints and grievances. They make the point to do the following?
enforcing rules fairly and consistently
233
Even when there is no griping or complaining, a supervisor who wants to keep trouble from developing should watch for?
danger signals
234
(Which Statement is false) How you listen may have a lot to do with how easy it is to settle a grievance.
A grievance should always be presented in a public place
235
Formal grievances are not allowed on ___?
management issues
236
Both gripes and complaints can become grievances if not handled satisfactorily. If a gripe or complaint becomes a formal grievance it must be resolved through a _____?
formal step by step process
237
Local Governments use many different systems in helping employees air and settle grievances. Whether procedures are formal or informal the objective is still the same, _____
ensure employees grievances are heard and employees can seek relief without fear of penalty
238
(Which Statement is False) Systems of handling grievances should____ .
provide a delayed, satisfactory response
239
(Which statement is false) Effective supervisors know their employees as people they ___?
call them by name
make a point of learning about their families and personal interests
show that they realize that employees have lives outside of work
240
Effective supervisors catch problems when they are ____?
small and easier to deal with
241
Workers Compensation premiums are experienced based, the more claims you make the higher the cost. How long does does a claim remain on the Local Government's record?
3 years
242
With regard to work place injury, about ___ percent of all accidental deaths and about one-third of all disabled injuries occurred on the job.
10
243
A good Safety Management program has two important components, what are they?
things that employees shouldn't do, things that employees should do
244
Perhaps the most difficult part of any safety program is getting the employees to?
buy into it
245
Remember that accidents just don't happen they have a ?
cause
246
Accidents have four major sources. What are they?
people, equipment, materials, environment
247
What is the first cause of accidents in H. W. Heinrich's "Domino Effect"
lack of management control
248
Basic causes of accident can be divided into two groups, What are they?
personal factors, job factors
249
Once the sequence has taken place and their is damage, whether to people or property, the severity of the resulting loss is usually determined by?
chance
250
Unsafe practices and conditions usually lead to an accident or _____.
near accident
251
Successful teaching always involves setting a ______?
good example
252
The supervisor who wants a safer work place will look for ways to ____?
decrease work-related stress
253
H. W. Heinrich discovered that for every 300 unsafe acts, they are only __ minor injuries and ___ major injury?
29/1
254
For every injury that occurs, ___ injuries could have happened, but didn't. Study these close calls carefully and learn from them?
270
255
By looking at accidents that have occurred over the course of time , you can identify ____?
trends
256
In sum, ensuring that your employees work safely helps everyone. It is up to you to see that the work unit has __?
good safety rules and your employees follow them
257
What are the several strategies which can help you to improve work place safety?
allowing employees to manage the program
teaching
reducing work place stress, continuously watching and learning
258
By law your local government must prepare a budget every year, from start to finish the process will take ___ to ____ months.
3 to 6
259
The budget serves three very different functions, What are they?
control, management, planning
260
As a management tool the budget states ___?
what your department plans to accomplish during the coming year
261
As a planning tool, the budget reflects the ___?
major program and policy objectives set by elected officials for the coming year
262
The budget sets priorities, it shows how your community elects to spend it tax money. As a supervisor it is your responsibility to___?
carry out the budget plan
263
Elected Officials use the Budget for____?
planning
264
The Chief Administrator and Department Heads use the budget to _____
manage and control
265
Citizens are interested in the budgets bottom line, it should assure citizens that their tax dollars are being used ___?
wisely
266
Generally interest groups wan more money to be spent on _____?
programs they support
267
The individual or individuals who usually deal with interest groups?
elected officials
268
Which of the following is NOT considered one of the very different functions that the budget serves?
coordinating
269
The budget that includes revenue sources and planned expenditures, that is generally more costly and nonrecurring.
capital budget
270
The budget which is the local governments plan for allocating resources for personnel, supplies, equipment, and the operational facilities needed to provide services to citizens and run other activities of the government.
operating budget
271
The budget format which organizes a budget by categories or expenses for each department, division, or agency within a local government is called___?
line-item budget
272
_____ is used by only a few local governments because a huge commitment of staff time is required to prepare and properly evaluate each of the alternatives.
zero-based budget
273
The ____ organizes a budget by major activities, such as solid waste collection, street sweeping, vehicle repair.
program budget
274
A _____ budget is organized according to the work to be accomplished in each program (building inspection, tax collection) (Hint) This budget is similar to a program budget .
performance
275
The better you are able to develop and present your budget to management (and ultimately, to elected officials) the more _____ .
likely it is that your request will be approved
276
There are six basic steps in the budget process, What are they_____?
budget planning, dept. budget preparation, internal budget review, external budget review, implementation, planning for next year
277
In reference to a line item budget, generally there are two broad expenditure categories. What are they_____ .
salaries and other expenses
278
This is a multi-year plan for the purchase and financing of major equipment or facilities -a new road, new library.
capital improvement plan
279
A zero based budget is most nearly organized like a ____?
program budget
280
______ and others review the local government budget before it gets approved.
elected officials
281
(Budget Planning) The preparation of the budget begins about ___ months before the beginning of you local governments fiscal year.
5
282
A _____ budget is organized according to the work tp be accomplished in each program(building inspection, street maintenance) and the cost of doing it.
performance
283
The budget document will lay out what services and programs you are responsible for and ____?
the dollars you can spend on them
284
Usually ___ months before your new fiscal year, supervisors and department heads will prepare their individual budgets.
4
285
888 In preparing your budget request, there are three guidelines you should remember?
keep the budget simple, provide enough detail, separate the capital items from the operating expenditures
286
(Which answer is false) It's important to keep in mind that the budget is a tool used to____?
plan how tax money should be spent
287
Generally speaking customers fall into one of two categories___?
internal/external
288
Local governments use ____ to define customer service.
service standards
289
As a supervisor, it is your job to continuously monitor how work is being done and to look for ways to improve service. In other words, citizens expect positive results at all _____?
movements of truth
290
Your actions and the actions of your employes affect the way people feel about your _____?
local government
291
(Which Statement is false) In reference to practicing good listening you should___?
When someone is talking, you can occasionally interrupt
292
Be aware of what you say without words, everything about you ____.
communicates
293
Today, messages can be expressed face to face, phone call, voice mail, or E-mail. For customers who don't read well what is preferable communication method?
E-Mail
294
No matter how hard you try to communicate, there will be times when, for whatever reason you are unable to resolve customers concerns. Try to remain calm and remember two things___?
you do not need to subject yourself to verbal abuse or open hostility, as your local governments ambassador you can not engage in hostile behavior
295
(Which statement is false) The following are tips to help ensure good communication.
sometimes it is helpful to speak quickly and distinctly
296
(Which statement is false) The following tips will help ensure good communication
try to nod as the person is speaking, the speaker thinks you are listening
297
Complaints are especially important because they are signals ___?
something is wrong
298
A question that is that is poorly handled can lead to a _____.
complaint
299
No matter how a concern is brought to you attention it requires a ____ .
prompt, courteous, accurate reply
300
(True or False) Because a question that is poorly handled can lead to a complaint, question and complaints should be thought of together.
True
301
Courtesy includes___ , for example when streets must be closed for repairs courtesy means informing residents in advance.
scheduling, notifications, and announcements
302
(Which statement is false) Tips for ensuring professionalism in you work unit.
Avoid taking work break in private areas, out door work crews should be mindful of this
303
"The work environment" refers to everything associated in your work area, including organization, physical setup, seating, signage and temperature. All customers _____ are affected by environment.
internal and external
304
When an area is poorly heated or cooled, for example, the impression is that the organization does not see the employee as a __?
valuable resource
305
A pleasant work environment can improve_____ .
morale and productivity
306
Customers are people who pay to receive ____.
goods and services
307
(Which statement is false) What is your local government communicating to its internal and external customers?
like your running through a maze
308
The identity of you local government will come from the way___ .
its employees think and feel about it
309
As a supervisor, make an effort to share the information you have, and clearly communicate by example and instruction that____?
gossip is unacceptable
310
Sharing accurate and useful information about the government is a job for ____ ?
for every employee, every day, and benefits the government as well as citizens
311
What is the definition of Ethics?
the practice of applying a code of conduct to day-to day actions
312
The toughest choices you will make a supervisor are not choices between _________.
right and wrong but between right and right
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
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
315
When it comes to ethics, what really matters is not what local government says but what it___ .
does
316
The strongest influence on an employees' behavior is,___?
the behavior of managers and supervisors
317
Ethical practices create more ______?
efficient
effective
and productive organizations
318
The local government's obligations are often summed up in a single word____?
accountability
319
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
320
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
321
The Parent on Your Shoulder test asks____?
if you'd be comfortable explaining to a parent what you are about to do
322
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
323
(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
324
Ethical practices result in a well run government where high-quality services are delivered to citizens___?
fairly, efficiently, effectively
325
Today, both supervisors and nonsupervisors alike see their careers as ________, not _______.
Cyclical / Linear
326
The twenty-first-century supervisor is often more of a “______”than a commander.
broker
327
Employees respond positively to supervisors whom they ____
respect and admire
328
When you visit your team members where they are working you are accomplishing this technique?
Managing by walking around (MBWA)
329
Studies also show that it is important to present information so that
both the left and right sides of the brain are stimulated
330
____________: use your own words to restate what you heard the employee say.
Paraphrase
331
As a busy supervisor, how do you find time, among all your other daily activities, to provide regular feedback to your employees? One way is to implement a __________: a private, regular scheduled, one-on-one meeting with each of your employees.
personal management interview program
332
The mentoring relationship, when managed successfully, is one of ________ growth, learning, and development
collaborative
333
Edgar Schein’s “complex person” theory – also known as _
Theory Z
334
An _________ is motivated by the desire to be precise, efficient, and consistent.
Adapter
335
Which is not one of Herzberg’s hygiene factors
Recognition
336
Under the four “types” who are motivated by public service. Who is motivated by an intrinsic desire to serve the public good and to be involved in the larger community
Communitarians
337
Techniques such as _____ assessments and subordinate appraisals of supervisors can help clarify what supervisors and employees expect of each other.
360
338
If a change is very sweeping or may be threatening to many employees, it might be best to make the change a __________ - an experiment to see whether something will work.
pilot project
339
Two helpful rules for breaking down the job into steps are ___
pick a subject and stick to it and write a brief description of every step
340
Effective supervisors are happy to serve as “_______”; they not only provide opportunities for employees to blow off steam but encourage them to do so.
safety valves
341
Most local governments use the _______ budget because it provides a clear explanation of what will be purchased
Line-item
342
Some organizations consider complaints “______” because when concerns are given careful attention, the local government has an opportunity to improve not only its service but also its reputation among citizens.
gifts
343
Some local governments engage private firms who send out “________” who rate the quality of service they receive
mystery shoppers
344
The _____________ is a list of questions that can help you determine whether an action you are contemplating is ethical or not.
Ethical Action Test
