unit 3 exam Flashcards
1
Q
____ ____ means achieving goals by altering behaviors or processes in response to environmental forces
A
change management
2
Q
People tend to experience a range of emotions when facing unwanted change, known as the ____ ____
A
DADA syndrome
3
Q
To secure commitment and buy-in from employees, managers can follow Kurt Lewin’s three stages of change: u____, c____, and r____
A
unfreezing, changing, refreezing
4
Q
Before implementing any changes, organizations need to assess the ____ of the change
A
validity
5
Q
____ ____ ____ is a useful decision-making technique that helps to assess the reasons for and against making certain changes
A
force field analysis
6
Q
Organizations need to adapt to two main types of forces: ____ forces, which are outside influences such as competitors’ actions and customers’ changing preferences, and ____ forces, which are influences such as company culture and employee diversity
A
outside, inside
7
Q
Some examples of these ____ forces are customers’ demographic characteristics, technological advancements, customer and market changes, social and political pressures, and generational changes
A
external
8
Q
Examples of ____ forces include management changes, organizational restructuring, and positive disruptors that affect organizations
A
internal
9
Q
To implement change in an organization successfully, managers must attempt to understand the individual behaviors and reactions that might lead to ____
A
resistance
10
Q
Typically, organizations use different types of methods to deal with resistance to change:
- education and communication
- participation
- negotiation
- manipulation
- coercion
A
.
11
Q
____ is the generation of meaningful ideas by individuals or teams
A
creativity
12
Q
People with creative potential tend to possess the ____ and ____ to generate ideas and are very much in demand
A
skills, capacity
13
Q
There are three main types of support for creativity in organizations: o____ support, s____ support, and w____ g____ support
A
organizational, supervisory, work group
14
Q
____ is the development and successful implementation of ideas
A
innovation
15
Q
Managers can create successful innovation by following a three-step innovation process:
- idea generation
- problem solving
- implementation and diffusion
A
.
16
Q
There are six main types of innovations in organizations
- product innovation
- process innovation
- organizational structure innovation
- people innovation
- exploitative innovation
- exploratory innovation
A
17
Q
____ innovation is the development of new or improved goods or services to meet customer needs
A
product
18
Q
____ innovation is the introduction of new or improved operational and work methods
A
process
19
Q
____ ____ innovation is the introduction or modification of work assignments, authority relationships, and communication and reward systems
A
organizational structure
20
Q
____ innovation is the changes in beliefs and behaviors of individuals working in an organization
A
people
21
Q
____ innovation is the enhancement and reuse (exploitation) of existing products and processes
A
exploitative
22
Q
____ innovation focuses on risk taking, radical thinking, and experimentation
A
exploratory
23
Q
A ____, or working group, is a purposeful group formed to accomplish a project, task, or goal
A
team
24
Q
Team members benefit from the feeling of belonging to something greater than themselves and gain ____ ____ from being part of such a powerful process
A
positive affiliation
25
A ____ team is a working group formed by an organization's management to achieve specific, agreed-on strategies, plans, and outcomes
formal
26
A ____ team is a working group, generally not intended to be permanent, formed by team members to accomplish self-defined tasks and objectives
informal
27
There are several types of teams in organizations:
- working teams
- cross-functional teams
- virtual teams
- self-managed teams
- problem-solving teams
28
A ____ team is a formal, long-standing working group organized around specific tasks, processes, or roles
working
29
A ____-____ team is a group of workers from different units with various areas of expertise to work on certain projects
cross-functional
30
A ____ team is a group of individuals who work together from different geographic locations and rely on communication technology such as e-mail, video conferencing, instant messaging, and other electronic media to collaborate
virtual
31
A ____-____ team is a group of workers who manage their own daily duties under little to no supervision
self-managing
32
A ____-____ team is a small group of workers who come together for a set amount of time to discuss and resolve specific issues
problem-solving
33
The success of a team's performance also depends on the type of ____, a behavioral and performance expectation that is consciously or unconsciously defined by a group
role
34
Team member roles may generally be divided into two basic categories: t____ roles and s____ roles
task, socioemotional
35
____ roles are the behaviors necessary to getting the work done
task
36
____ roles are the behaviors that build and maintain relationships between team members
socioemotional
37
Roles within teams dictate the performance and overall ____ of the team
effectiveness
38
____ should be specific and measurable to achieve desired outcomes
tasks
39
____ should be taken to maintain the relationships among team members
care
40
Often teams follow stages of ____ ____, a five-stage process by which teams become more efficient and effective over time
group development
41
Five stages of group development:
1. Forming
2. Storming
3. Norming
4. Performing
5. Adjourning
42
____ is the first stage of group development where team members meet each other for the first time and get a feel for the type of team they have joined
forming
43
____, the second stage, is when a measure of conflict, which is resistance or hostility resulting from two or more parties focusing on and attempting to reconcile differing opinions, may arise.
storming
44
In ____, conflict has been resolved, and the team members are settled into their roles
norming
45
During ____, the team is working at its optimal level
performing
46
Finally, during ____, individuals either leave the team or have no reason to be in further contact with their teammates.
adjourning
47
The ____ of work teams depends on how well they are managed and treated within the organization
effectiveness
48
Effective teams are characterized by the following:
- clear purpose
- good communication
- healthy conflict
- effective decision-making
- accountability
- strong relationships
- commitment
- shared leadership
49
Managers can build effective teams by:
- setting clear goals and expectations
- engaging with the team
- making sure everyone is accountable
- celebrating milestones
50
Depending on how it is handled, ____ can have either positive or negative effects on an organization
conflict
51
____ conflict can spark new ideas, generate creativity, and motivate employees
good
52
Managers can create healthy conflict by:
- actively encouraging and welcoming continuous feedback
- creating clear team or group norms
- unifying the team by building a sense of shared purpose
- creating the right environment for collaborative problem-solving
53
____ is the act of transmitting information, thoughts, and processes through various channels
communication
54
The Shannon-Weaver model assumes that communication relies on two main components: the ____ of the message, also known as the source, and the ____ of the message.
sender, receiver
55
Sometimes the flow of messages is interrupted by ____, which is anything that hampers communication between the sender and the receiver
noise
56
____ communication is the exchange of information, ideas, and processes verbally, either one on one or as a group
oral
57
____ communication makes use of the written word in the form of reports, memos, and letters to communicate messages.
written
58
____ communication is the transmission of messages through e-mail, videoconferencing, blogs, fax, instant messaging, texting, voice mail, and social networking
electronic
59
____ communication is the transmission of wordless cues between people
nonverbal
60
Examples of nonverbal cues include:
- facial expression
- eye gaze
- gestures
- tone of voice
- the way we walk, stand, dress, and position ourselves
61
____ ____ ____ are obstacles that interrupt the flow of conveying and receiving messages
barriers to communication
62
Key barriers to communication include:
- filtering
- emotions
- information overload
- differing perceptions
63
____ involves a deliberate distortion of information by somebody who first screens a message from a sender and manipulates it before sending it on to a receiver
filtering
64
____ are intense feelings directed at a specific object or person
emotions
65
____ ____ is the exposure to overwhelming amounts of information
information overload
66
____ ____ is where our interpretation of situations clashes with the perceptions of others, leading to confusion and misconception
differing perceptions
67
Overcoming these communication barriers involves:
- active listening
- challenging our assumptions about other people and situations
- seeking advice from others to clarify our perceptions
68
The ____ ____ ____ is an organization can move in three main directions depending on how an organization is structured
flow of communication
69
____ communication sends messages from the upper levels of the organizational hierarchy to the lower levels
downward
70
____ communication sends messages from the lower levels of the organizational hierarchy to the higher levels
upward
71
____ communication sends messages between and among similar hierarchical levels across organizations
lateral
72
____ networks transmit the messages established and approved by the organizational hierarchy
formal
73
____ networks handle the unofficial sharing of information between employees and across company divisions
informal
74
The ability to communicate across different ____ is essential to building trust in organizations
cultures
75
Key barriers to cross-cultural communication include:
- ethnocentrism
- the use of language such as slang, euphemisms, or proverbs
76
____ is the tendency to believe your culture or ethnicity is superior to everyone else's
ethnocentrism
77
Overcoming these barriers to cross-cultural communication involves:
- learning a few key phrases
- getting to know different cultures
- promoting appreciation of cultural differences
- being open to trying new things
- being accommodating to different customs and traditions
78
Studies show that companies with ____ levels of diversity tend to perform better financially and attract and retain diverse talent
higher
79
While ____ recognizes the differences between people, ____ involves making people feel welcome
diversity, inclusion
80
There are two main types of diversity:
- ____-level diversity
- ____-level diversity
surface, deep
81
____-level diversity describes the more obvious differences between us, such as age and generation, race and ethnicity, gender and sexual orientation, and physical and/or mental ability
surface
82
____-level diversity describes verbal and nonverbal behaviors that lie beneath the surface
deep
83
deep-level diversity may include:
- attributes
- values
- beliefs
- personality traits
84
Managers can promote diversity and inclusivity by:
- implementing college recruitment programs specifically targeted at women and minorities
- mentoring people from different races, ethnicities, and genders
- setting up diversity task forces
85
There are several ways to help managers deal with cross-cultural diversity, such as:
- avoiding generalization
- studying different cultures
- learning some of the language
- keeping an open mind
86
Managers also need to be ____ ____ in order to build relationships with foreign professionals
culturally aware
87
The ____ studies based on Hofstede's work are a useful way for managers to learn about different cultural behaviors and beliefs.
GLOBE
88
A ____ is a group of people working together to achieve a specific goal
organization
89
Goals would be difficult to achieve without ____ ____, or a system that coordinates the people, tasks, and activities necessary to carry out a particular purpose
organizational structure
90
Successful organizational structures improve:
- the flow of communication between employees
- establish clear responsibilities and reporting relationships
- provide opportunities for company growth and expansion
- facilitate the successful completion of tasks and activities
91
A ____ ____ is a virtual document that communicates how a company is organized
organizational chart
92
There are several main elements of an organizational structure:
- work specialization
-departmentalization
- chain of command
- span of control
- authority
- responsibility and delegation
- centralization or decentralization
- formalization
93
____ is a process of grouping people with related job duties, skills, and experiences into the same area within the overall organizational structure
departmentalization
94
A ____ ____ ____ is the flow of authority and power from the highest to the lowest levels of the organization
chain of command
95
____ ____ ____ refers to the number of direct reports for whom managers are directly responsible
span of control
96
____ is the legitimate right given to managers to give orders and make decisions
authority
97
____ is the personal obligation to perform preset tasks and reach specified goals
responsibility
98
____ is the process of transferring authority and responsibility to others to carry out certain tasks and activities
delegation
99
____ refers to an organizational structure designed to give top-level managers the authority to make decisions on behalf of the entire company
centralization
100
____ refers to an organizational structure designed to allow all employees to make decisions and recommend changes
decentralization
101
____ is the process of determining procedures, rules, and responsibilities for employees
formalization
102
Traditional organizational structures tend to be grouped into six main types:
1. simple structures
2. functional structures
3. divisional structures
4. vertical structures
5. horizontal structure
6. matrix organizational structure
103
A ____ structure is a common organizational structure used in small businesses in which decision-making is centralized with the business owner
simple
104
A ____ structure groups employees according to the tasks they perform for the organization, such as marketing, finance, and human resources
functional
105
A ____ structure, sometimes called multidivisional structure, groups employees by products and services, by geographic regions, or by customers
divisional
106
A ____ organizational structure is based on a chain of command in which leaders sit at the top of the hierarchy and pass down orders to lower-level workers
vertical
107
A ____ organizational structure (also known as a flat structure) focuses on teamwork and collaboration to achieve collective goals
horizontal
108
A ____ organizational structure is a company structure in which the reporting lines are set up as a grid
matrix
109
A ____ structure is a company structure where some layers of management are removed but a degree of hierarchy remains
flatter
110
____ are types of organizational structures that share characteristics of hierarchies and flat organizations
flatarchies
111
A ____ organizational structure distributes decision-making authority to self-managed "boss-less" teams or "circles"
holacratic
112
A ____ organizational structure removes borders across the organization to drive efficiency, innovation, and growth through the free flow of information
boundaryless
113
A ____ organizational structure is one in which employees are geographically spread and tend to communicate by phone, e-mail, and the Internet
virtual
114
To make the right decision, managers need to take the following factors into account:
- the environment
- strategy
- technology
- financial condition
- size
115
The ____ model is a formalized structure based on centralization and departmentalization
mechanistic
116
The ____ model is a less formalized structure based on decentralization and cross-functional teams
organic
117
Managers use two methods for companies when organizing their structures and operations:
- d____
- i____
differentiation, integration
118
____ is the process by which organizations are broken down into divisions and departments, each of which has its own power and autonomy
differentiation
119
____ is the process by which different parts of the organization are drawn together to achieve a common goal
integration
120
The content of our unique ____ ____ determines the way we behave, and our behavior helps determine the nature of our physical worlds
psychological worlds
121
The idea of ____ ____ is a useful reference point from which to consider improvement of our psychological worlds
positive thinking
122
The mental technique of ____-____, which is what you say to yourself, can help you perform better on the tasks that you are responsible for completing
self-talk
123
Eleven primary categories of dysfunctional thinking:
1. extreme thinking
2. overgeneralization
3. mental filtering
4. disqualification
5. mind reading
6. fortune-telling
7. magnifying and minimizing
8. emotional reasoning
9. use of should statements
10. labeling and mislabeling
11. personalization
124
____ ____ involves imagining successful completion of an event before you physically begin the event
mental practice
125
____ thinking involves a pattern of thoughts that focus on the opportunities and possibilities that situations or challenges hold
opportunity
126
____ thinking involves a focus on the roadblocks and pitfalls of undertaking new ventures
obstacle
127
At the team level, ____-____ represents the team's collective effort to purposefully observe (and record) team behavior and performance, as well as the team's attempt to understand the antecedents and consequences associated with those actions
self-observation
128
____ rewards might include monetary bonuses, time off, or the purchase of new equipment
tangible
129
____ rewards might include increased satisfaction, joy from working as a team, or a feeling of respect for the work accomplished by the team
intangible
130
____ involves applying negative consequences to reduce undesirable behaviors
punishment
131
____ leadership is a dynamic, interactive influence process in which team members lead one another to accomplish team goals successfully
shared
132
____ ____ involves the ability to perceive, understand, and regulate our own or another person's emotions
emotional intelligence
133
____ are those who are able to influence others and possess managerial authority
leaders
134
____-____ is the process of leading oneself to overcome obstacles that hinder goal achievement
self-leadership
135
____ ____-____ is the process of influencing oneself through the purposeful control of one's thoughts
mental self-leadership
136
Dysfunctional self-talk categories:
- extreme thinking
- mind thinking
- fortune-telling
- should statements
137
Behavioral self-leadership strategies:
- self-observation
- abolish multi-tasking
- self-goal setting
- natural rewards
138
____ ____ is physically or mentally redesigning a task to make it more naturally enjoyable to perform the task
natural rewards
139
____ is the act of transmitting information, thoughts, and processes through various channels
communication
140
Communication barriers:
- noise
- differing perceptions
- language differences
- conflicting nonverbal cues
- poor listening
141
Five levels of listening
1. ignoring
2. pretending
3. selective listening
4. attentive listening
5. active listening
