Management

Q: Vicki cannot seem to stop thinking, over and over, about how she could have better handled an irate customer she encountered last week. Vicki's continual replay of thoughts is known as ____________________.

Q: The technique for helping other people look at their own behavior without putting them on the defensive is called ____________________.

Q: The best way for a new supervisor to build trust among the people he supervises is to show them that he cares about their success, is _________ to guide them, and is committed to their shared goals.

Q: Sharing feelings through appropriate ____________________ is a social skill anyone can learn.

Q: The ____________________ of the Johari Window represents your public or awareness area.

Q: The assessment approach that involves receiving feedback from one's supervisor, peers, subordinates, and sometimes clients is known as ____________________.

Q: David was taken aback to learn that people think he talks too much in meetings. This tendency was part of David's ____________________ area of the Johari Window.

Q: When Tamara is alone with Michael, she tells him, "I care about your success as a sales associate and believe that the way you interact with clients is hurting your results." Tamara's criticism could be more constructive if she remembered to a. use "I-statements." b. communicate her regret. c. request a specific change in his behavior in the future. d. address his competency in and commitment to sales.

Q: In a 360-degree feedback assessment strategy, a. low morale is likely to result, even if the assessment is well planned. b. team members discuss each other's strengths and weaknesses together. c. employees are required to self-disclose. d. the feedback is generally anonymous.

Q: Discussing politics and religious beliefs at work typically a. builds respect for each employee's ways of thinking. b. involves inappropriate amounts of self-disclosure. c. indicates knowledge of a topic. d. encourages closer, more open relationships.

Q: Understanding what motivates anyone is not easy because each individual has different a. values, attitudes, and needs. b. career paths. c. employers. d. obligations.

Q: Case 7.1 Antonio has a number of employees who report to him. He has been considering how to motivate these employees to higher levels of performance and productivity. Antonio believes that most people are motivated by the satisfaction they receive from doing their jobs. He thinks that workers have a personal need to do well on the job. Another manager, Dexter, argues that while Antonio may be right, it is important to offer financial incentives. Dexter believes that workers don't really want to come to work and that managers therefore have to provide a "carrot" to ensure quality and productivity. Part of his evidence is that employees keep complaining about pay, working conditions, and benefits even though the company pays well above average for the industry and the area. Several days after this conversation, both Dexter and Antonio attend a workshop on employee motivation that explains Herzberg's motivation-maintenance theory. Refer to Case 7.1. Antonio's personal theory of motivation is a. based on theory X thinking. b. built on external motivations. c. focused on intrinsic rewards. d. most closely related to a "hierarchy of needs approach."

Q: The opening vignette in Chapter 6 highlighted several people who accomplished very challenging tasks. Based on Daniel Pinks theory, which of these needs motivated them? a. mastery and purpose b. self-actualization c. autonomy and esteem d. belongingness

Q: Herzberg's motivational factors parallel, to some degree, which of the needs in Maslow's theory? a. Self-actualization needs only b. Self-actualization and esteem needs c. Social and safety and security needs d. Herzberg's motivational factors parallel all needs in Maslow's hierarchy.

Q: A self-fulfilling prophecy is an example of which motivational theory? a. Herzberg's motivation-maintenance theory b. Expectancy theory c. Goal-setting theory d. Maslows hierarchy of needs

Q: Emotional, social, and physiological factors all contribute to an individual's sources of motivation. a. True b. False

Q: Identify the five most influential theories of motivation outlined in the text. Compare and contrast their strengths and/or weaknesses.

Q: Imagine that you are starting your own business and will be hiring three employees. State the nature of your business and specifically describe how you will motivate your employees through all six contemporary motivational strategies.

Q: Create an action plan for reaching one of your goals that addresses all principles of the goal-setting theory.

Q: Identify the four ways in which goals tend to motivate people and illustrate them using a real-life example of or hypothetical story about a person achieving a goal.

Q: How would you define motivation, and what are its characteristics?

Q: Compare Maslow's hierarchy of needs theory with Herzberg's motivation-maintenance theory. Include examples.

Q: Identify a person you know who demonstrates grit. Analyze the persons characteristics and behaviors that make you confident that he or she is truly "gritty."

Q: Identify the five levels in Maslows hierarchy of needs and briefly explain the ways to satisfy these needs in the workplace.

Q: Explain the difference between "theory X" and "theory Y" views of human behavior. Then, evaluate: Do you believe one management theory is always more effective than the other? Why or why not?

Q: Imagine that you manage Generation X and Y workers. Compare the motivational factors that are meaningful to them and suggest how you will motivate them.

Q: According to Frederick Herzberg, ____________________ represent the basic things people consider essential to any job, such as salaries, supervision, and working conditions.

Q: Many people do not achieve their full potential because they are afraid to venture outside their ____________________.

Q: ____________________ is the set of influences that account for the initiation, direction, intensity, and persistence of behavior. It is the reason people do what they do.

Q: The specific premise within the expectancy theory that connects your expectations of yourself and your resulting behavior is called a(n) ____________________.

Q: Donna was once only responsible for grant research; now, she has more responsibilities, including writing and reporting on grants. This type of job design is an example of ____________________.

Q: Critics of ___________ theory say he doesnt recognize the fact that some people may prefer routine jobs and a regular pay check to recognition and increased responsibility.

Q: Jim's company gives individual employees as much responsibility and autonomy on the job as possible. As people move "up the ladder," the size of their offices increases and the quality of their office furniture improves. Pay levels are status symbols. Jim's company is focusing on the ____________________ level of Maslow's hierarchy of needs.

Q: Organizations that trust their customer service personnel to do what it takes, within the reasonable scope of policies, to make and keep happy, loyal customers utilize the motivational strategy of ____________________.

Q: An individual who works hard and exhibits determination demonstrates the quality of ____________________.

Q: The more meaningful and fulfilling individuals find their work to be, the less likely they are to require ____________________ motivation.

Q: The Small Company offers excellent pay, provides lunch for employees, and organizes many social events to encourage group interaction. According to Maslow's Hierarchy of Needs, which level has to be addressed next? a. Safety and security b. Social or belongingness c. Esteem d. Self-actualization

Q: Individuals who are strongly self-motivated usually a. stick with endeavors that feel comfortable. b. neglect to nurture their personal lives. c. take on challenges that require hard work and persistence. d. patiently let dilemmas naturally resolve themselves.

Q: Joshua can barely make it out of bed in the morning. His job is terrible and makes the day seem very long. He feels anonymous and irrelevant at work. Research shows that he is probably justified in blaming a. himself for not quitting and looking for another job. b. the lack of maintenance factors. c. intrapreneurship. d. his direct manager.

Q: Refer to Case 7.1. Antonio's personal theory of motivation is a. based on theory X thinking. b. built on external motivations. c. focused on intrinsic rewards. d. most closely related to a "hierarchy of needs approach."

Q: Under Herzberg's theory of motivation, opportunities for recognition, advancement, or more responsibility are considered a. ego boosters. b. motivational factors. c. maintenance factors. d. unnecessary.

Q: Robert works at a concert hall. To keep his job interesting, he alternates his time among the ticket counter, security, and the refreshments counter. This is an example of a. job enrichment. b. job rotation. c. job expansion. d. job enlargement.

Q: Maslow's hierarchy of needs is based on several assumptions, one of which is that a. both unsatisfied and satisfied needs can motivate behavior. b. people seek to satisfy higher-level needs before more basic needs. c. people have a primary need that requires a measure of satisfaction above all. d. only unsatisfied needs motivate behavior.

Q: Intrapreneurship is an example of motivation through a. solicitation of employees ideas. b. employees personal growth. c. job design. d. goal-setting.

Q: Refer to Case 7.1. Dexter's theory of motivation prior to the workshop most closely matches which of the following theories? a. Motivational factors in Herzberg's theory b. Self-motivations controlling your expectations c. Maslow's safety needs d. McGregor's theory X

Q: The goals with the greatest capacity to motivate a worker are the goals that are a. impossible to achieve and thus serve as an unattainable ideal. b. simple to accomplish and thus provide evidence of sustained success. c. challenging but not impossible to achieve. d. stated in general terms to provide flexibility.

Q: Kyoko wants to consider the safety and security needs of her employees. Which of the following organizational conditions would help meet those needs? a. A pension plan b. A seniority system of job assignment c. A company benefits plan d. All of these

Q: Evaluate: McGregor's theory X/theory Y is most a. like the expectancy theory because workers often perform to their managers' pessimistic or optimistic expectations. b. unlike the expectancy theory because workers are usually motivated to prove theory X managers wrong by exceeding their pessimistic expectations. c. like Herzberg's motivation-maintenance theory because theory X managers discover that maintenance factors such as pay incentives are most effective at motivating workers. d. unlike the goal-setting theory because workers and managers in a theory Y environment do not implement goals.

Q: John is a customer service employee at a small bakery. He notices a customer deliberating the chocolate chip or sugar cookies. In his head, John hears his boss: "I trust your judgment; do what it takes to delight the customer." With that in mind, John offers the customer a sample of each cookie. John's boss uses ____ as a motivational tool. a. incentives b. job design c. training and education d. empowerment

Q: Growing up, Omar learned a deep appreciation for the environment from his father, who was a forest ranger in a state park. Today he is an environmental engineer, designing wastewater treatment systems. Work for Omar is largely driven by which factor? a. physiological b. cognitive c. social d. emotional

Q: Refer to Case 7.1. Antonio's approach to motivation will probably lead him to emphasize which level of Maslow's hierarchy of needs? a. Belonging needs b. Esteem needs c. Physiological needs d. Security needs

Q: If a manager gives employees better working conditions and pay and opportunities for social networking, the manager is using only ____ to motivate the workers. a. social needs b. motivational factors c. security needs d. maintenance factors

Q: Steven Reiss, professor of psychology and psychiatry at The Ohio State University, identified sixteen basic desires. In order to be happy, it is necessary to a. determine which two do not fit your personality. b. satisfy the majority. c. satisfy only the five or six that are most important to you. d. satisfy all of them.

Q: Maslow's hierarchy of needs has been doubted by some researchers because a. it is not always well supported by results of clinical tests. b. self-actualization involves external motivations. c. satisfied needs are still likely to motivate individuals. d. his theory cannot be related to the business world.

Q: Which of the following contemporary motivational strategies recognizes the power of intrinsic rewards? a. Job enrichment b. Entrepreneurial incentives c. Financial incentives d. Piecework

Q: Refer to Case 7.1. Dexter's approach to motivation would fit into which category according to Herzberg's theory of motivation? a. Motivational factors b. Maintenance factors c. Self-actualization factors d. Motivation through incentives

Q: Refer to Case 7.1. During the workshop, Dexter learns that he has misunderstood why the employees are complaining about pay, working conditions, etc. The real reason, according to Herzberg's theory, is that they lack a. maintenance factors. b. satisfaction of basic security and safety needs. c. the feeling of being part of a "corporate" family. d. motivational factors.

Q: Without motivated workers, most companies will not succeed. a. True b. False

Q: Members of the Baby Boomer generation often want to build a portable career and require frequent comments on how they are doing. a. True b. False

Q: In general, money is a more effective motivational tool for Generation Y workers than Mature or Baby Boomer workers. a. True b. False

Q: Employees who work for theory X managers are more motivated and likely to exceed their expectations. a. True b. False

Q: Motives are consistent throughout life, in that what motivates an individual at one point in life will still motivate him or her later in life. a. True b. False

Q: A factory worker who attaches a wheel one week and then inspects the wheel the next week is participating in job rotation. a. True b. False

Q: The expectancy theory supports the idea that individuals with low self-efficacy are more likely to give up or underperform. a. True b. False

Q: Theory Y managers are more likely than theory X managers to use empowerment as a motivational technique. a. True b. False

Q: An individual's need to have friends and family as well as good relations with coworkers parallels the safety and security need level in Maslow's Hierarchy. a. True b. False

Q: Social relationships, working conditions, and organizational policies and administration are all examples of Herzberg's motivational factors. a. True b. False

Q: If a need is already satisfied, an individual cannot usually be motivated by that need. a. True b. False

Q: Curiosity, vengeance, romance, eating, and tranquility are all examples of the basic desires in the Reiss Profile. a. True b. False

Q: Bakers at Sugar Shack are allowed to occasionally experiment with the business kitchen's ingredients and come up with new baked treats to sell. This is an example of intrapreneurship. a. True b. False

Q: A theory X manager would seek worker involvement in decision making at all levels within an organization. a. True b. False

Q: Training and education constitute one of several contemporary employee motivation strategies employed by successful organizations. a. True b. False

Q: According to goal-setting theory, goals should be specific, be difficult to achieve, and require sustained effort. a. True b. False

Q: It is easy to identify a person's motives because they are clearly reflected in that persons behavior. a. True b. False

Q: Job enlargement is an attempt to give an employee more responsibilities or to encourage an employee to learn new skills. a. True b. False

Q: Gritty people are more inclined to be motivated by instant gratification. a. True b. False

Q: In Chapter 6, you were introduced to the purpose and major elements of Jiffy Lube Internationals employee training program. The focus and results of this training program indicate that competitive advantage in the marketplace can be achieved through a. hiring the right people. b. inspiring trust among customers. c. providing quick and accurate information. d. paying attention to employees. Enter the appropriate word(s) to complete the statement.

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