Q&A Hero

Q: (p. 321) The quality of an employee's performance is determined by a combination of three factors: effort, ability, and direction.

Q: (p. 321) The supervisor must use informal reviews to reinforce good performance and discourage poor performance.

Q: (p. 301) What are some of the benefits of properly managed conflict?

Q: (p. 300) Define conflict.

Q: (p. 300) Describe the five stages, or cycles, of conflict.

Q: (p. 310) Which of the following guidelines is not recommended for managing stress? A. Pay attention to the physical needs of exercise, diet, and rest. B. Do not share persistent problems with others. C. Try not to personalize everything about your job. D. Do not create artificial deadlines.

Q: (p. 309) An action that can be taken by organizations to reduce job-related stress is: A. restricting all leaves to emergencies only. B. suddenly introducing changes. C. giving each employee more hours of direct contact with customers. D. introducing early retirement programs.

Q: (p. 308) ________________ occurs when an employee loses interest in and motivation for doing the job. A. Burnout B. Social stress C. Job-related stress D. Resistance to change

Q: (p. 308) ________________ stress occurs when interpersonal conflict prevails among employees. A. Task B. Social C. Physical environmental D. Role

Q: (p. 307) ________________ stress occurs when an employee is not clear on exactly what he or she should be doing. A. Task B. Social C. Physical environmental D. Role

Q: (p. 306) In order for confrontation to be successful, which of the following guidelines must be followed? A. Place the blame on the guilty party. B. Allow parties to argue aimlessly until they reach a solution. C. Determine a specific solution immediately. D. Emphasize the mutual benefits to both parties.

Q: (p. 306) Which of the following strategies is the least effective means of resolving a conflict? A. Compromise B. Smoothing over C. Confrontation D. Forcing a solution

Q: (p. 306) Which of the following strategies would be the best way to resolve a conflict? A. Confrontation B. Forcing a solution C. Smoothing over D. Withdrawing

Q: (p. 305) Which of the following strategies in dealing with interpersonal conflicts can be used to expedite solutions under time pressures or to obtain temporary solutions to complex problems? A. Confrontation B. Smoothing over C. Compromise D. Withdrawing

Q: (p. 305) It is every supervisor's responsibility to ensure the effective functioning of his or her department. Hence, it is necessary for them to: A. go looking around for an intrapersonal conflict in any and every situation. B. try to analyze the reasons behind the conflict and sort it out. C. give unsolicited advice to the parties involved in the conflict. D. refer the employee who has willingly spoken about the conflict to the company's employee assistance program.

Q: (p. 304) ________________ conflict results from the promotion of self-interest on the part of an individual. A. Political B. Interpersonal C. Structural D. Goal

Q: (p. 303) Examples of structural conflicts include all of the following EXCEPT: A. role dissatisfaction. B. mutual dependence of departments. C. unequal dependence of departments. D. prejudices.

Q: (p. 302) Identify the incorrect statement about interpersonal conflict. A. One cause of interpersonal conflict is opposing personalities. B. Subtle prejudices can cause interpersonal conflict. C. It is independent of the personalities involved. D. It is external to the individual.

Q: (p. 302) Goal conflict and frustration are examples of ________________ conflict. A. intrapersonal B. interpersonal C. political D. structural

Q: (p. 302) ________________ occurs when the goal of an individual has both positive and negative aspects and when two or more conflicting goals exist. A. Structural conflict B. Confrontation C. Interpersonal conflict D. Intrapersonal conflict

Q: (p. 300) During which stage of a conflict are the conditions for conflict recognized by one or both of the parties? A. Personality conflict B. Perceived conflict C. Cognitive conflict D. Latent conflict

Q: (p. 300) During the felt stage of conflict, _______________. A. internal tensions begin to build in the involved parties but the conflict is still not out in the open B. the conflict is stopped by some method C. the existence of the conflict becomes obvious to parties that are not involved D. the conflict is out in the open

Q: (p. 300) During the ________________ stage of conflict, the conditions for conflict exist but the actual conflict has not begun. A. felt B. perceived C. latent D. manifest

Q: (p. 300) During the ________________ stage of conflict, the existence of the conflict becomes obvious to the parties that are not involved. A. perceived B. latent C. felt D. manifest

Q: (p. 300) Effective supervisors: A. ignore conflict and pray that it goes away. B. learn to curb the negative effects of conflict. C. offer a counterview over the conflict. D. view a conflict as something that must be avoided at all costs.

Q: (p. 310) Supervisors can reduce stress by setting artificial deadlines in order to assure completion of tasks by the time those tasks are really needed.

Q: (p. 309) Shortening hours of direct contact with customers can help reduce stress.

Q: (p. 309) Workaholics are often the most efficient people because they frequently engage in doing so many things.

Q: (p. 309) Workaholism occurs when an employee loses interest in and motivation for doing the job.

Q: (p. 308) Negative self-evaluation of one's effectiveness is one of the reasons for burnout.

Q: (p. 307) Task stress results from a job being too difficult.

Q: (p. 307) A moderate amount of stress can be beneficial.

Q: (p. 306) Conflict created due to diversity in a workplace can be managed by the supervisors by using either a reactive or proactive approach.

Q: (p. 306) Forcing a solution in a conflict situation has been found to be the most effective means of resolving conflict.

Q: (p. 304) The type of rewards system used by an organization can encourage political conflict.

Q: (p. 304) Dependence on common resources is one form of strategic conflict.

Q: (p. 304) Competition among employees can be a form of intrapersonal conflict.

Q: (p. 303) Two or more departments having differing goals can lead to a form of structural conflict.

Q: (p. 303) Jealousy and envy are often the causes of intrapersonal conflict.

Q: (p. 302) Interpersonal conflict is so difficult to analyze because it is internal to the individual.

Q: (p. 302) Opposing personalities can result in interpersonal conflict in the organization.

Q: (p. 302) Goals can have both positive and negative aspects.

Q: (p. 302) Interpersonal conflict can result when barriers exist between an individual's drives and the achievement of his or her goals.

Q: (p. 301) Conflict is a form of communication.

Q: (p. 300) Conflict is a dynamic process that does not usually appear suddenly.

Q: (p. 310) List any four personal guidelines for managing stress.

Q: (p. 309) List any two actions that organizations can take to reduce job-related stress.

Q: (p. 308) What are the consequences of burnout?

Q: (p. 306) Define stress.

Q: (p. 305) List the five strategies in dealing with interpersonal conflicts.

Q: (p. 303) List any four kinds of structural conflict.

Q: (p. 301-302) What is the difference between interpersonal and intrapersonal conflict?

Q: (p. 289) List any three points that can be made concerning effective leadership.

Q: (p. 288) Define task structure.

Q: (p. 288) What are the three dimensions of a situation that have an impact on a leader's effectiveness?

Q: (p. 288 Fig 14.4) List the five types of leadership styles found in the Managerial Grid.

Q: (p. 287) What is the purpose of the Managerial Grid?

Q: (p. 286) Compare and contrast Theory X and Theory Y.

Q: (p. 283-284) Differentiate between transformational and transactional leaders.

Q: (p. 282) What is the difference between supportive and directive leadership? Define each.

Q: (p. 282) Define autocratic leadership, democratic leadership, and laissez-faire leadership.

Q: (p. 281) Define formal leader and informal leader. What is the difference between the two?

Q: (p. 289) The general attitude of the group and the group's level of satisfaction is known as: A. morale. B. motivation. C. contingency. D. perspective.

Q: (p. 288) When the situation is moderately favorable to the leader, ________________ leadership is usually most effective. A. work B. authority C. supportive D. production

Q: (p. 288) When the situation is either highly favorable or highly unfavorable to the leader, ________________ leadership tends to result in the most effective group performance. A. directive B. authoritarian C. supportive D. autocratic

Q: (p. 288) ________________ refers to the degree of the followers' trust, respect, and congeniality for the leader. A. Task structure B. Position power C. Task affiliation D. Leader-member relations

Q: (p. 288 Fig 14.4) According to the Managerial Grid, which style of leadership has a high concern for people and low concern for production? A. Middle-of-the-road style B. Impoverished style C. Country-club style D. Team-management style

Q: (p. 287) Which approach has been criticized for assuming that a team-management style works best in all situations? A. Managerial Grid B. Laissez-faire leadership C. Servant leadership D. Transformational approach

Q: (p. 287) The Managerial Grid model of leadership style: A. assumes that supervisors try to find the best management style for each situation. B. assumes that a team-management style works best in all situations. C. is a three-dimensional grid that identifies and relates different employee behaviors. D. states that all supervisors have a high concern for productivity.

Q: (p. 287) The horizontal axis of the Managerial Grid represents a(n) ________________ style of leadership. A. supportive B. directive C. autocratic D. democratic

Q: (p. 287) Generally, it can be said that if the supervisor's expectations are high, the subordinates' productivity is likely to be high; if the supervisor's expectations are low, the subordinates' productivity is likely to be poor. This phenomenon is referred to as the: A. Hawthorne effect. B. uncertainty principle. C. observer-expectancy effect. D. self-fulfilling prophecy.

Q: (p. 286 Fig 14.3) Identify the correct assumption about the basic nature of employees according to Theory X. A. To the average employee, the expenditure of physical and mental effort in work is as natural as play or rest. B. At work, the intellectual potentialities of the average employee are only partially utilized. C. Employees will exercise self-direction and self-control in the service of objectives to which they are committed. D. The average employee prefers to be directed and wants security above all.

Q: (p. 284) ________________ is based on the belief that the leader exists to meet the needs of the people who he or she nominally leads. A. Transformational leadership B. Laissez-faire leadership C. Servant leadership D. Transactional leadership

Q: (p. 284) Which approach to leadership involves cultivating employee acceptance of the group mission? A. Democratic B. Transformational C. Transactional D. Laissez-faire

Q: (p. 283) ________________ leadership tells employees what they need to do to obtain rewards. A. Democratic B. Autocratic C. Transformational D. Transactional

Q: (p. 283) A(n) ________________ leader gives priority to work accomplishment over human feelings. A. directive B. Theory Y C. employee-centered D. supportive

Q: (p. 282) Which type of leader spends much more time than other leaders directing the employees in solving production problems? A. Supportive B. Directive C. Democratic D. Mixed

Q: (p. 282) A ________________ leader wants to build morale, avoid conflict, and help employees gain personal satisfaction. A. Theory X B. supportive C. directive D. task-centered

Q: (p. 282) The ________________ leader wants the followers to share in making decisions. A. autocratic B. laissez-faire C. democratic D. bureaucratic

Q: (p. 282) Under which leadership style would the work groups contribute little, if anything, to decision making? A. Democratic B. Impoverished C. Autocratic D. Charismatic