The five core job characteristics in the job characteristics model are skill variety, task

identity, task significance, autonomy, and feedback

Elizabeth's
company
gives raises
annually
based on
employees'
ability to
meet their
organizational
goals. The
raises are

equity rewards.
A)

extrinsic rewards.
B)

incentive rewards.
C)

intrinsic rewards.
D)

process rewards.
E)
Feedback:
Learning Objective: 12-01
Topic: Motivating for Performance
Bloom's: Apply
AACSB: Analytic
Level of Difficulty: 3 Hard
An extrinsic reward is the payoff, such as money, a person receives from
others for performing a particular task. An extrinsic reward is an external
reward; the payoff comes from pleasing others.

2
CORRECT The desire for friendly and warm relations with other people refers to McClelland's
acquired need for affiliation.

True
A)

False
B)
Feedback:
Learning Objective: 12-02
Topic: Content Perspectives on Employee Motivation
Bloom's: Understand
AACSB: Analytic
Level of Difficulty: 2 Medium
David McClelland investigated the needs for affiliation and power and as a
consequence proposed the acquired needs theory, which states that three
needs, known as achievement, affiliation, and power, are major motives
determining people's behavior in the workplace. The need for affiliation is
the desire for friendly and warm relations with other people.

3
CORRECT According to Herzberg, which of the following factors will make people dissatisfied
at work?

Boring work
A)

Lack of responsibility
B)

Criticism
C)

Poor working conditions

D)

Lack of advancement potential

E)
Feedback:
Learning Objective: 12-02
Topic: Content Perspectives on Employee Motivation
Bloom's: Understand
AACSB: Analytic
Level of Difficulty: 2 Medium
The lower-level needs, hygiene factors, are factors associated with job
dissatisfaction, such as salary, working conditions, interpersonal
relationships, and company policy, all of which affect the job context in
which people work.

4
CORRECT According to ______, employees are motivated to see fairness in the rewards
they expect for task performance.

expectancy theory
A)

two-factor theory
B)

goal-setting theory
C)

ERG theory
D)

equity theory
E)
Feedback:
Learning Objective: 12-03
Topic: Process Perspectives on Employee Motivation
Bloom's: Understand
AACSB: Analytic
Level of Difficulty: 2 Medium
Equity theory focuses on employee perceptions as to how fairly they think
they are being treated compared with others. Developed by psychologist J.
Stacy Adams, equity theory is based on the idea that employees are
motivated to see fairness in the rewards they expect for task performance.

5
CORRECT Which theory suggests that people are motivated by two things: (1) how much
they want something and (2) how likely they think they are to get it?

Reinforcement theory
A)
 Expectancy theory
B)

Equity theory
C)

Two-factor theory
D)

Goal-setting theory
E)
Feedback:
Learning Objective: 12-03
Topic: Process Perspectives on Employee Motivation
Bloom's: Remember
AACSB: Analytic
Level of Difficulty: 1 Easy
Expectancy theory suggests that people are motivated by two things: (1)
how much they want something and (2) how likely they think they are to get
it. In other words, assuming they have choices, people will make the choice
that promises the greatest reward if they think they can get it.

6
CORRECT Joanne was retiring after nearly 20 years as Larry's executive assistant. Before
she left, she helped to redesign her position, moving some of its tasks to long-
time employees in the office, so that Larry could hire someone at a lower salary.
The executive assistant position was undergoing

task minimization.
A)

job reduction.
B)

worker enablement.
C)

job simplification.
D)

task matching.
E)
Feedback:
Learning Objective: 12-04
Topic: Job Design Perspectives on Motivation
Bloom's: Apply
AACSB: Analytic
Level of Difficulty: 3 Hard
Job simplification is the process of reducing the number of tasks a worker
performs. When a job is stripped down to its simplest elements, it enables a
worker to focus on doing more of the same task, thus increasing employee
efficiency and productivity.

7
CORRECT A department store that authorizes sales clerks to handle functions normally
reserved for store managers, such as handling return problems and approving
customer checks, is using job enrichment.

True
A)
False
 B)
Feedback:
Learning Objective: 12-04
Topic: Job Design Perspectives on Motivation
Bloom's: Understand
AACSB: Analytic
Level of Difficulty: 2 Medium
With job enrichment, employees are given more responsibility (known as
vertical loading). Thus, employees take on chores that would normally be
performed by their supervisors. For example, one department store
authorized thousands of its sales clerks to handle functions normally
reserved for store managers, such as handling merchandise-return problems
and approving customers' checks.

8
CORRECT The job characteristics model includes which of the following core job
characteristics?

Responsibility
A)

Growth
B)

Team centered
C)

Complexity
D)

Feedback
E)
Feedback:
Learning Objective: 12-04
Topic: Job Design Perspectives on Motivation
Bloom's: Understand
AACSB: Analytic
Level of Difficulty: 2 Medium
The five core job characteristics in the job characteristics model are skill
variety, task identity, task significance, autonomy, and feedback (see Figure
12.9).

9
CORRECT When a supervisor who has been nagging you about not reaching your sales
quota stops the nagging when you do, he has applied a(n)

positive reinforcement.
A)

halo effect.
B)

negative reinforcement.
C)

extinction.
D)

punishment.
E)
Feedback:
Learning Objective: 12-05
 Topic: Job Design Perspectives on Motivation
Bloom's: Understand
AACSB: Analytic
Level of Difficulty: 2 Medium
Negative reinforcement is the removal of unpleasant consequences following
a desired behavior. Example: A supervisor who has been nagging a
salesperson might say, "Well, so you exceeded your quota" and stop the
nagging. Note the neutral statement; there is no praise but also no longer
any negative statements. This could cause the sales rep to maintain his or
her existing behavior.

10
CORRECT The teaching profession frequently uses ______, in which elementary and
secondary teachers are encouraged to increase their salaries by earning further
college credit.

profit sharing
A)

bonuses
B)

pay for knowledge

C)

stock options
D)

gainsharing
E)
Feedback:
Learning Objective: 12-06
Topic: Using Compensation and Other Rewards to Motivate
Bloom's: Understand
AACSB: Analytic
Level of Difficulty: 2 Medium
Also known as skill-based pay, pay for knowledge ties employee pay to the
number of job-relevant skills or academic degrees they earn. Example: The
teaching profession is a time-honored instance of this incentive, in which
elementary and secondary teachers are encouraged to increase their salaries
by earning further college credit.

The correct answer for each question is indicated by a .

1
CORRECT An interpersonal team is a group formed by people seeking friendship and has no
officially appointed leader.

True
A)

False
B)
Feedback:
Learning Objective: 13-01
Topic: Groups Versus Teams
Bloom's: Remember
AACSB: Analytic
Level of Difficulty: 1 Easy
An informal group is a group formed by people seeking friendship and has no
 officially appointed leader, although a leader may emerge from the
membership.

2
CORRECT A hospital surgery team is an example of what type of team?

Advice team
A)

Intervention team
B)

Production team
C)

Project team
D)

Action team
E)
Feedback:
Learning Objective: 13-01
Topic: Groups Versus Teams
Bloom's: Understand
AACSB: Analytic
Level of Difficulty: 2 Medium
Action teams work to accomplish tasks that require people with (1)
specialized training and (2) a high degree of coordination, as on a baseball
team. Examples are hospital surgery teams, airline cockpit crews, mountain-
climbing expeditions, police SWAT teams, and labor contract negotiating
teams.

3
CORRECT The stage of group and team development that is characterized by a high degree of
uncertainty as members try to figure out who is in charge and what the group's
goals are is known as

storming.
A)

forming.
B)

performing.
C)

norming.
D)

adjourning.
E)
Feedback:
Learning Objective: 13-02
Topic: Stages of Group and Team Development
Bloom's: Understand
AACSB: Analytic
Level of Difficulty: 2 Medium
The first stage, forming, is the process of getting oriented and getting
acquainted. This stage is characterized by a high degree of uncertainty as
members try to break the ice and figure out who is in charge and what the
group's goals are.
4
CORRECT In the ______ stage of team formation, conflicts are resolved, close relationships
develop, and unity and harmony emerge.

norming
A)

forming
B)

storming
C)

conforming
D)

adjourning
E)
Feedback:
Learning Objective: 13-02
Topic: Stages of Group and Team Development
Bloom's: Remember
AACSB: Analytic
Level of Difficulty: 1 Easy
In the third stage, norming, conflicts are resolved, close relationships
develop, and unity and harmony emerge.

5
CORRECT One advantage of ______ teams are their ability to take advantage of division of
labor.

formal
A)

informal
B)

small
C)

large
D)

professional
E)
Feedback:
Learning Objective: 13-03
Topic: Building Effective Teams
Bloom's: Understand
AACSB: Analytic
Level of Difficulty: 2 Medium
Among its advantages, a large team can take advantage of division of labor,
in which the work is divided into particular tasks that are assigned to
particular workers.

6
CORRECT General guidelines or rules of behavior that most group or team members follow
are known as

task roles.
A)
maintenance roles.
 B)

norms.
C)

formal roles.
D)

informal roles.
E)
Feedback:
Learning Objective: 13-03
Topic: Building Effective Teams
Bloom's: Remember
AACSB: Analytic
Level of Difficulty: 1 Easy
Norms are general guidelines or rules of behavior that most group or team
members follow. Norms point up the boundaries between acceptable and
unacceptable behavior.

7
CORRECT Keeping teams small and making sure that performance standards are clear and
accepted helps a team's

constructive conflict.
A)

groupthink.
B)

social loafing.
C)

cohesiveness.
D)

dialectic method.
E)
Feedback:
Learning Objective: 13-03
Topic: Building Effective Teams
Bloom's: Understand
AACSB: Analytic
Level of Difficulty: 2 Medium
An important characteristic of teams is cohesiveness, the tendency of a
group or team to stick together. Cohesiveness is achieved by keeping teams
small, making sure performance standards are clear and accepted, and
following the tips in Table 13.5.

8
CORRECT One symptom of groupthink is the existence of mindguards, people who are self-
appointed protectors against adverse information.

True
A)

False
B)
Feedback:
Learning Objective: 13-03
Topic: Building Effective Teams
Bloom's: Understand
 AACSB: Analytic
Level of Difficulty: 2 Medium
In a groupthink situation there may exist people who might be called
mindguards, self-appointed protectors against adverse information.

9
CORRECT Which of the following is not a conflict-handling style used by managers?

Avoiding
A)

Accommodating
B)

Forcing
C)

Compromising
D)

Manipulating
E)
Feedback:
Learning Objective: 13-04
Topic: Managing Conflict
Bloom's: Understand
AACSB: Analytic
Level of Difficulty: 2 Medium
There are five conflict-handling styles a manager can use for disagreements:
avoiding, accommodating, forcing, compromising, and collaborating.

10
CORRECT ______ is the process of assigning someone to play the role of critic to voice
possible objections to a proposal.

The dialectic method

A)

Devil's advocacy
B)

Constructive debate
C)

Competitive discussion
D)

The task role method

E)
Feedback:
Learning Objective: 13-04
Topic: Managing Conflict
Bloom's: Remember
AACSB: Analytic
Level of Difficulty: 1 Easy
Devil's advocacy is the process of assigning someone to play the role of critic
to voice possible objections to a proposal and thereby generate critical
thinking and reality testing.
1
CORRECT When your intended message is accurately understood by the other person, you are
said to be an efficient communicator.
 True
A)

False
B)
Feedback:
Learning Objective: 15-01
Topic: The Communication Process: What It Is, How It Works
Bloom's: Understand
AACSB: Analytic
Level of Difficulty: 2 Medium
You are an effective communicator when your intended message is
accurately understood by the other person. An efficient communicator
transmits the message accurately in the least time.

2
CORRECT In the communication process, the ______ is the person wanting to share
information and the ______ is the person for whom the message is intended.

encoder; listener
A)

speaker; receiver
B)

sender; receiver
C)

encoder; decoder
D)

sender; listener
E)
Feedback:
Learning Objective: 15-01
Topic: The Communication Process: What It Is, How It Works
Bloom's: Remember
AACSB: Analytic
Level of Difficulty: 1 Easy
The sender is the person wanting to share information called a message and
the receiver is the person for whom the message is intended.

3
CORRECT Which type of medium is most appropriate for telling employees about a major
change to the company's pension plan?

Rich
A)

Simplified
B)

Lean
C)

Routine
D)

Impersonal
E)
Feedback:
Learning Objective: 15-01
 Topic: The Communication Process: What It Is, How It Works
Bloom's: Apply
AACSB: Analytic
Level of Difficulty: 3 Hard
A rich medium is more effective with nonroutine situations such as a major
company reorganization that might affect jobs, or a pension plan change that
could also have large impacts.

4
CORRECT Which of the following is not considered to be a barrier to communication?

Semantic barrier
A)

Imperfection barrier
B)

Physical barrier
C)

Personal barrier
D)

Feedback barrier
E)
Feedback:
Learning Objective: 15-02
Topic: Barriers to Communication
Bloom's: Remember
AACSB: Analytic
Level of Difficulty: 1 Easy
Barriers include three primary types: (1) physical barriers, (2) semantic
barriers, and (3) personal barriers, and there are also barriers in the
communication process such as feedback barriers.

5
CORRECT Which of the following is the best example of nonverbal communication?

An e-mail from a friend.

A)

A newspaper article.
B)

An advertisement on TV.
C)

A teleconference with parties in remote locations.

D)

A puzzled expression on a subordinate's face.

E)
Feedback:
Learning Objective: 15-02
Topic: Barriers to Communication
Bloom's: Understand
AACSB: Analytic
Level of Difficulty: 2 Medium
Nonverbal communication consists of messages sent outside of the written
or spoken word. Six ways in which nonverbal communication is expressed
are through (1) eye contact, (2) facial expressions, (3) body movements and
 gestures, (4) touch, (5) setting, and (6) time.

6
CORRECT Formal communication in an organization is of three types: vertical, horizontal, and

lateral.
A)

grapevine.
B)

external.
C)

MBWA.
D)

circular.
E)
Feedback:
Learning Objective: 15-03
Topic: How Managers Fit into the Communication Process
Bloom's: Understand
AACSB: Analytic
Level of Difficulty: 2 Medium
Formal communication is of three types: (1) vertical, meaning upward and
downward, (2) horizontal, meaning laterally (sideways), and (3) external,
meaning outside the organization.

7
CORRECT Synchronous communication flows within and between work units, with
coordination as its main purpose.

True
A)

False
B)
Feedback:
Learning Objective: 15-03
Topic: How Managers Fit into the Communication Process
Bloom's: Remember
AACSB: Analytic
Level of Difficulty: 1 Easy
Horizontal communication flows within and between work units; its main
purpose is coordination.

8
CORRECT Management by wandering around means that

managers expect subordinates to walk around to communicate with others.

A)
everyone is free to move workspaces within the company as long as they can
B) find someone with whom to trade.

managers always have stand-up meetings in various locations.

C)

the manager is rarely if ever in his or her office.

D)
 a manager wanders around the organization and talks with people across all
E) lines of authority.
Feedback:
Learning Objective: 15-03
Topic: How Managers Fit into the Communication Process
Bloom's: Remember
AACSB: Analytic
Level of Difficulty: 1 Easy
Management by wandering around (MBWA) is the term used to describe a
manager's literally wandering around his or her organization and talking
with people across all lines of authority.

9
CORRECT Name migration, when a company sells its customer list to another company, is a
common threat to consumers'

security.
A)

profitability.
B)

privacy.
C)

right to choice.
D)

sense of worth.
E)
Feedback:
Learning Objective: 15-04
Topic: Communication in the Information Age
Bloom's: Understand
AACSB: Analytic
Level of Difficulty: 2 Medium
Privacy is the right of people not to reveal information about themselves.
Threats to privacy can range from name migration, as when a company sells
its customer list to another company, to online snooping, to government
prying and spying.

10
CORRECT Which of the following is good advice for becoming an effective reader?

Eliminate as many newspaper and magazine subscriptions as possible.

A)

Monitor subordinates' e-mail to get additional information not directed to you.

B)

Read everything of importance in your organization yourself.

C)

Use speed reading.

D)

Read the details of all situations with which your team is involved.
E)
Feedback:
Learning Objective: 15-05
Topic: Improving Communication Effectiveness
 Bloom's: Understand
AACSB: Analytic
Level of Difficulty: 2 Medium
Streamlining your reading is important in being an effective reader. Review
your magazine and newspaper subscriptions and eliminate as many as
possible. You can subscribe to just a few industry publications, scan and
mark interesting material, later read what's marked, and dispose of the rest.
Read summaries and reviews that condense business books and articles.

Practice Quiz
(See related pages)

Results Reporter
Out of 10 questions, you answered 10 correctly with a final grade of 100%
10
corre
ct
(100
%)
0
incor
rect
(0%)
0
unan
swer
ed
(0%)
Your Results:
The correct answer for each question is indicated by a .
1
CORRECT Which of the following is not one of the inputs in the equation for
productivity?

Labor
A)

Materials
B)

Capital
C)

Creativity
D)

Energy
E)
Feedback:
Learning Objective: 16-01
Topic: Managing for Productivity
Bloom's: Understand
AACSB: Analytic
 Level of Difficulty: 2 Medium
Inputs in the productivity equation are: labor, capital, materials,
and energy.

2
CORRECT ______ is concerned with discovering errors, reducing costs, and
detecting opportunities.

Logistics
A)

Planning
B)

Quality management
C)

Controlling
D)

Six Sigma
E)
Feedback:
Learning Objective: 16-02
Topic: Control: When Managers Monitor Performance
Bloom's: Understand
AACSB: Analytic
Level of Difficulty: 2 Medium
Controlling is concerned with seeing that the right things
happen at the right time in the right way. It includes all of these
functions as well as adapting to change and uncertainty, dealing
with complexity, and decentralizing decision making.

3
CORRECT The second step of the organizational control process is to

take corrective action.

A)

measure actual performance.

B)

determine cause of deviation from standard.

C)

compare actual performance to standards.

D)

establish the standards of performance.

E)
Feedback:
Learning Objective: 16-02
Topic: Control: When Managers Monitor Performance
Bloom's: Understand
AACSB: Analytic
Level of Difficulty: 2 Medium
The four control process steps are (1) establish standards; (2)
measure performance; (3) compare performance to standards;
and (4) take corrective action, if necessary (see Figure 16.4).

4
Management by exception is a control principle that states that
CORRECT managers should be informed of a situation only if data show
an opportunity for management to capitalize on a positive
A) change.

an error that will cause management to restructure.

B)

a significant deviation from standards.

C)

a problem that has never been seen previously.

D)

an issue that must be resolved by external consultation.

E)
Feedback:
Learning Objective: 16-02
Topic: Control: When Managers Monitor Performance
Bloom's: Remember
AACSB: Analytic
Level of Difficulty: 1 Easy
Management by exception is a control principle that states that
managers should be informed of a situation only if data show a
significant deviation from standards.

5
CORRECT Strategic control involves monitoring performance to ensure that
divisional or department level plans are being implemented and that
corrective action is taken as needed.

True
A)

False
B)
Feedback:
Learning Objective: 16-03
Topic: Levels and Areas of Control
Bloom's: Remember
AACSB: Analytic
Level of Difficulty: 1 Easy
Tactical control is monitoring performance to ensure that
tactical plans, those at the divisional or departmental level, are
being implemented and taking corrective action as needed.

6
CORRECT Quality controls are an example of organizational controls in the
______ area.

physical
A)

human resources
B)

informational
C)

financial
D)
structural
 E)
Feedback:
Learning Objective: 16-03
Topic: Levels and Areas of Control
Bloom's: Understand
AACSB: Analytic
Level of Difficulty: 2 Medium
The physical area of organizational control includes buildings,
equipment, and tangible products. For examples, there are
quality controls to make sure that products are being built
according to certain acceptable standards.

7
CORRECT The balanced scorecard gives top management a fast but
comprehensive view of the organization via four indicators: customer
satisfaction, ______, innovation and improvement activities, and
financial measures.

employee morale
A)

management effectiveness
B)

internal processes
C)

inventory levels
D)

economic climate
E)
Feedback:
Learning Objective: 16-04
Topic: The Balanced Scorecard, Strategy Maps, and
Measurement Management
Bloom's: Remember
AACSB: Analytic
Level of Difficulty: 1 Easy
The balanced scorecard gives top managers a fast but
comprehensive view of the organization via four indicators: (1)
customer satisfaction, (2) internal processes, (3) innovation
and improvement activities, and (4) financial measures.

8
CORRECT A variable budget allows you to hire temporary workers or lease
temporary equipment if production exceeds certain levels.

True
A)

False
B)
Feedback:
Learning Objective: 16-05
Topic: Some Financial Tools for Control
Bloom's: Understand
AACSB: Analytic
Level of Difficulty: 2 Medium
Also known as a flexible budget, a variable budget allows the
allocation of resources to vary in proportion with various levels
 of activity. For example, you might have a budget that allows
you to hire temporary workers or lease temporary equipment if
production exceeds certain levels.

9
CORRECT PDCA stands for the ______ cycle for using observed data for
continuous improvement of operations.

plan, develop, correct, and act

A)

plan, do, check, and act

B)

process, develop, check, and account

C)

process, distribute, correct, and act

D)

process, distribute, check, and account

E)
Feedback:
Learning Objective: 16-06
Topic: Total Quality Management
Bloom's: Understand
AACSB: Analytic
Level of Difficulty: 2 Medium
Deming suggested that quality could be improved by acting on
the basis of hard data. The process for doing this came to be
known as the PDCA cycle, a plan-do-check-act cycle using
observed data for continuous improvement of operations (see
Figure 16.7).

10
CORRECT ______ dictates standards for documenting a company's
management of pollution, efficient use of raw materials, and
reduction of the firm's impact on the environment.

ISO 9000
A)

Total quality management

B)

Six Sigma
C)

Lean Six Sigma

D)

ISO 14000
E)
Feedback:
Learning Objective: 16-06
Topic: Total Quality Management
Bloom's: Understand
AACSB: Analytic
Level of Difficulty: 2 Medium
The ISO 14000 series extends the concept, identifying standards
for environmental performance. ISO 14000 dictates standards
for documenting a company's management of pollution, efficient
use of raw materials, and reduction of the firm's impact on the
environment.