chapter 10 motivating and leading...

Chapter 10 Motivating and Leading Employees1) A report by Business and Economic Roundtables on Mental Health concluded that employee stress is costingCanadian industry about ________ billion each year.A) $60B) $220C) $5D) $1.5E) $109

Answer: ADiff: 2 Page Ref: 302

2) A(n) ________ is the set of expectations held by employees concerning what they will contribute to anorganization and what the organization will provide in return.A) psychological contractB) inducementC) employee contractD) contributionE) satisfaction agreement


3) In terms of psychological contracts, ________ refer to what an employee contributes to the organization.A) promisesB) inputsC) commitmentsD) inducementsE) contributions

Answer: EDiff: 2 Page Ref: 302

4) In terms of psychological contracts, ________ refer to what the organization provides to the employee.A) inducementsB) promisesC) commitmentsD) relationsE) contributions


5) Christine Choi is a programmer for BMC Software in Houston. In terms of a psychological contract, her________ include her education, skills, effort, time, and energy.A) inducementsB) contributionsC) inputsD) promisesE) commitments

Answer: BDiff: 2 Page Ref: 302

6) Christine Choi is a programmer for BMC Software in Houston. In terms of a psychological contract, her________ include a good place to work, nice benefits, and a large salary.A) contributionsB) promisesC) inputsD) inducementsE) commitments

Answer: DDiff: 2 Page Ref: 302

7) Which term is described as the interactions between employers and employees and their attitudes towardsone another?A) job satisfactionB) human relationsC) psychological contractD) human resourcesE) personnel management


8) ________ is designed to change behavior by presenting people with unpleasant consequences.A) PunishmentB) RestrictionsC) Reward withdrawlD) New managementE) Reward design


9) Which term identifies the pleasurable feeling that people derive from performing their jobs well?A) financial compensationB) human relationsC) moraleD) job satisfactionE) motivation


10) Which is not one of the ways that a firm can benefit from satisfied employees?A) more committed and loyalB) more likely to miss work for minor illnessC) tend to have fewer grievancesD) more likely to work hardE) more likely to remain with the organization


11) ________ is the mental attitude that employees have about their workplace.A) Human relationsB) Job enrichmentC) MoraleD) Job satisfactionE) Empowerment

Answer: CDiff: 1 Page Ref: 303

12) The process of energizing employees to create high product quality and to provide bend-over-backwardsservice to customers is known as:A) empowermentB) motivationC) job satisfactionD) leadershipE) job enrichment


13) Compared to workers with high morale and job satisfaction, workers with poor morale and jobdissatisfaction are:A) more likely to be paid less than othersB) less likely to be absent from workC) less likely to have co-workers as friendsD) more likely to quitE) less productive


14) What is the meaning of the term "turnover" when dealing with people in the organization?A) turnover measures the profitability of the firm per employeeB) turnover measures the departure of employees from the organizationC) turnover is the mental attitude about the jobD) turnover measures the rate at which the finished goods inventory is sold during the yearE) turnover reflects the number of grievances submitted by employees


15) Morale is:A) the generally positive or negative mental attitude employees have towards their work and workplaceB) the generally positive or negative mental attitude managers have towards their employeesC) the view on ethics held by employeesD) an attitude held only by production employeesE) the view on ethics held by managers


16) The benefits from satisfied employees include all of the following except:A) harder effort to make a contributionB) greater commitment to workC) fewer complaintsD) less productivityE) usually better attendance


17) Empowerment is:A) a substitute for organizational designB) an individual characteristicC) self-managementD) motivating employees to produce high-quality productsE) a strategic business plan


18) All of the following are negative consequences due to high levels of turnover except:A) numerous vacanciesB) decreased productivityC) disruptions in productionD) high retraining costsE) less absenteeism


19) A modified work schedule which permits two or more employees to work part-time while filling a singlefull-time job is known as:A) a quality circleB) job enlargementC) worksharingD) flextimeE) job cycling

Answer: CDiff: 1 Page Ref: .319

20) Bob's work week consists of four ten hour days. Bob is working a:A) new age work weekB) reduced work weekC) partial work weekD) flex time work weekE) compressed work week


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21) Teams in smaller more flexible organizations have the following benefits:A) make decisions more quickly and effectivelyB) enhance company wide communicationC) encourage organizational members to feel more a part of the organizationD) higher employee motivation and job satisfactionE) all of the above


22) As organizations become flatter and workers more empowered managers find the ________ approach lesseffective.A) committeeB) consultiveC) free-reinD) autocraticE) democratic


23) Equity theory says that people begin analyzing ________ relative to ________.A) inputs, outputsB) money, benefitsC) motivation factors, hygiene factorsD) theory x, theory yE) reinforcement, behaviour modification


24) ________ refers to the interactions between employers and employees, and their attitudes toward oneanother.A) Job displacementB) Job satisfactionC) MoraleD) Job selectionE) Human relations


25) The degree of enjoyment that people derive from performing their jobs is referred to asA) human relations.B) job placement.C) job selection.D) job satisfaction.E) morale.


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26) The overall attitude that employees have toward their workplace is calledA) job placement.B) human relations.C) job satisfaction.D) motivation.E) morale.


27) Which of the following reflects the degree to which employees perceive their needs are being met by theirjobs?A) achievementB) moraleC) motivationD) job sensitivityE) human relations


28) From which of the following factors do employees perceive their needs are being met by their jobs?A) job satisfactionB) benefitsC) promotion opportunitiesD) payE) all of the above


29) Which of the following is NOT mentioned as an organizational benefit of satisfied workers?A) fewer grievancesB) more loyalty to the organizationC) higher level of effortD) high turnoverE) increased commitment to the employer


30) Which of the following is NOT mentioned as a cost of employee dissatisfaction?A) high turnoverB) disruption of production schedulesC) increased commitment to the organizationD) decreased productivityE) high retraining costs


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31) The percentage of an organization's workforce who leaves and must be replaced is referred to asA) return of investment.B) absenteeism.C) turnover.D) sales per employee.E) productivity.


32) Motivation is:A) an inner characteristic that employees either have or don't haveB) a characteristic in employees over which management has no controlC) a characteristic only of middle and upper managementD) the set of forces that causes people to behave in certain waysE) something that allows management to step aside and let the workers take control


33) The classical theory of motivation states that:A) there are many different factors that contribute to motivationB) workers are motivated almost solely by moneyC) workers are motivated when attention is paid to them by supervisorsD) workers are motivated almost solely by statusE) some factors prevent dissatisfaction and some factors contribute to satisfaction


34) At WestJet employees have the right to issue travel credits to customers they feel have not been treatedproperty. This is an example of ________.The implication of scientific management is:A) employee empowermentB) reinforcementC) equity theoryD) theory xE) scientific management


35) Steve is trying to increase the productivity of his workers. He decides to offer an incentive of 25 cents foreach unit over the average number produced in the last 3 weeks. Steve is following the ________ theory ofmotivation.A) equityB) Theory XC) hierarchy of needsD) two-factorE) classical


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36) A Conference Board of Canada survey showed that 75 percent of the companies surveyed offered:A) telecommutingB) unpaid sabbaticalsC) eldercareD) flexible work hoursE) nap areas


37) Which theory suggests to managers that they determine how to perform each job most efficiently?A) Lipwin's theory of organizational effectB) Hawthorne effectC) scientific managementD) expectancy theoryE) equity theory


38) What motivates workers according to the classical theory of scientific management?A) workers are motivated by the amount of social interaction on the jobB) there are five levels of human needs with the individual being motivated by a higher level need onlyafter the lower needs have been satisfied

C) workers are motivated by desirable working conditionsD) workers are motivated solely by moneyE) workers are motivated by their level of responsibility


39) A management method of increasing employees' job satisfaction by giving them a voice in how they do theirjobs is called:A) participative managementB) management by objectivesC) reinforcement theoryD) theory xE) goal setting theory


40) If workers are motivated by money, paying them more should increase productivity. Which motivationaltheory is this?A) Theory xB) Scientific managementC) Maslow's HierarchyD) Goal setting theoryE) Two factor theory


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41) Time and motion studies:A) helped with the Hawthorne studiesB) are conducted by aerospace engineersC) are important for Maslow's Hierarchy of Needs ModelD) determine how best to perform a job most efficientlyE) are crucial for improving human resources


42) What was the original intent of the Hawthorne studies?A) to examine the relationship between changes in workers' physical environment and worker outputB) to study the relationships within a hierarchy of human needsC) to redesign jobs at the Western Electric PlantD) to assist Henry Ford in the layout of an assembly lineE) to measure the impact of employee satisfaction on employee output


43) Research has shown that almost any action on the part of management may lead workers to believe that theyare receiving special attention. This is known as:A) the Hawthorne effectB) the classical theory of managementC) the human relations theory of managementD) time and motion studyE) empowerment

Answer: ADiff: 2 Page Ref: 305-306

44) What was the result of the Hawthorne studies that puzzled the researchers?A) worker productivity increased when pay was increasedB) increased lighting levels improved productivity, but so did lowering lighting levelsC) the redesigned jobs made the work easier and faster for the employeesD) productivity went up when the amount of lighting was increasedE) the differential percent pay system was ineffective in increasing productivity


45) What conclusions did business managers draw from the Hawthorne studies?A) paying attention to employees is a good business practiceB) the informal group was relatively unimportantC) managers need to have an equally high concern for production and peopleD) paying workers a higher wage would cause them to increase their productionE) using bright lights increases productivity


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46) The Hawthorne effect is:A) a management approach based on the belief that people want to be productiveB) the paying of workers a set rate for each piece of work producedC) the analysis of jobs and finding better, more efficient ways to perform themD) a management approach based on the belief that people must be forced to be productiveE) the tendency for workers' productivity to increase when they feel they are receiving special attentionfrom management


47) David thinks his workers are naturally lazy and uncooperative and must therefore be either punished orrewarded to be made productive. David must subscribe to the theory of motivation called:A) Theory YB) Theory XC) expectancy theoryD) two-factor theoryE) hierarchy of needs


48) Kathy believes that her workers are naturally energetic, growth-oriented, self-motivated, and interested inbeing productive. Her beliefs closely parallel the ________ theory of motivation.A) Theory YB) Theory XC) expectancy theoryD) two-factor theoryE) hierarchy of needs


49) "Smith! Jones! You good-for-nothing, lazy, freeloading know-it-alls." This statement exemplifies a ________approach to motivation.A) Theory BB) Theory ZC) Theory Q-7D) Theory XE) Theory Y


50) The human-resources model:A) was stated by MaslowB) is based on the tendency for workers' productivity to increase when they feel they are receiving specialattention from management

C) was stated by McGregorD) is present in all businessesE) is a five step guideline


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51) Theory X assumptions include all of the following except:A) people are gullible and not very brightB) people are lazyC) people resist changeD) people are selflessE) people lack ambition and dislike responsibility


52) Theory Y assumptions include all of the following except:A) people are ambitiousB) people are energeticC) people can be selflessD) people resist changeE) people are intelligent


53) Which is the best illustration of a Theory X manager?A) believes that people are naturally energetic, responsible, and interested in being productiveB) believes that the most important needs are security and esteem needsC) has a high concern for production and an equally high concern for peopleD) believes that people's social and esteem needs must be met by the organizationE) believes that people are naturally irresponsible, uncooperative, and must be threatened in order to beproductive


54) Which of the following is not an assumption of Theory Y management?A) people are intelligentB) people are energeticC) people seek responsibilityD) people are self-centredE) people are ambitious


55) The Theory Y approach works best for people who:A) are motivated by basic needsB) want to earn a lot of moneyC) are naturally energetic and growth orientatedD) are uncooperative and irresponsibleE) have a high concern for salary


56) Which of the following is not a characteristic belief of a Theory X manager?A) people are not very brightB) people resist changeC) people want to contribute to business growth and changeD) people dislike responsibilityE) people are lazy


57) Which theory suggests that some managers believe that people are naturally responsible and growthoriented, self motivated, and interested in being productive?A) equity theoryB) McGregor's theoryC) Maslow's hierarchy of needsD) Lipwin's theory of organizational effortE) Herzberg's theory


58) Maslow's hierarchy of needs show the following five needs in this order starting from the lowest needs:A) physiological, security, esteem, social, and self-actualization needsB) psychological, security, social, esteem, and self-actualization needsC) physiological, social, esteem, security, and self-actualization needsD) psychological, physiological, esteem, social, and self-actualization needsE) physiological, security, social, esteem, and self-actualization needs


59) Which of Maslow's hierarchy of needs is being addressed by the employer that offers a pension fund toworkers?A) self actualizationB) securityC) physiologicalD) retirementE) social


60) In the hierarchy of needs model, which of the following would have to be satisfied before the individualwould seek status and a job title?A) a decent pension planB) a decent salaryC) a challenging jobD) friends at workE) All of the items in this list except a challenging job.


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61) The fundamental presumption in Maslow's hierarchy of needs is:A) social needs are less important than esteem needsB) social needs are more important than all other needsC) security needs are more important than physiological needsD) a satisfied need is not a motivatorE) self actualization needs can never really be satisfied


62) The most basic needs for food, water, shelter, and sleep were grouped together by Maslow and called:A) ego needsB) physiological needsC) concern for peopleD) security needsE) hygiene factors


63) What is the highest level of needs in Maslow's hierarchy?A) physiologicalB) self-actualizationC) securityD) esteemE) safety


64) How can a business firm help an employee meet self-actualization needs?A) provide a wage high enough to buy food and provide for shelterB) provide a challenging jobC) provide a respected job title and a large officeD) offer a social network at the businessE) offer a pension plan


65) The two-factor theory states, generally, that:A) there are two factors that increase job satisfactionB) there are factors that must be present for employees to be satisfied with their jobs and factors that, ifincreased, lead employees to work harder

C) there are two aspects to motivation: content, which deals with the content of a job, and environment,which deals with satisfaction

D) there are two aspects to motivation: hygienes, which contribute to satisfaction, and motivators, whichprevent dissatisfaction

E) recognition of the completion of a difficult task is an important factorAnswer: BDiff: 3 Page Ref: 308

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66) Which theory suggested that certain hygiene factors will affect motivation and satisfaction only if they areabsent or fail to meet expectations?A) McGregor's theoryB) Herzberg's theoryC) goal setting theoryD) Akinura's theory of workplace hygieneE) expectancy theory


67) According to the two-factor theory, to enhance motivation, managers mustA) provide recognition and opportunities for advancement.B) ensure that working conditions are acceptable.C) develop good relationships with subordinates.D) all of the aboveE) both A and B


68) Tim League seeks to motivate his employees by making sure that pay and working conditions meetemployee expectations and then providing employees with responsibility and recognition. Tim likelysubscribes to the ________ theory of motivation.A) expectancyB) two-factorC) scientificD) equityE) hierarchy of needs


69) An example of something that an employer can offer an employee to deal with security needs is:A) fair salary or wageB) respected job titleC) job securityD) a sense of belonging to a companyE) challenging job assignments


70) Which of the following is a motivating factor from Herzberg's two-factor theory?A) company policyB) social interactionC) a challenging jobD) good supervisionE) salary


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71) Which of the following is not a hygiene factor in Herzberg's two-factor theory?A) growthB) supervisionC) salaryD) working conditionsE) company policies


72) It is correct to say about Herzberg's two-factor theory that:A) if motivation factors are present, an employee will not be dissatisfiedB) Herzberg's hygiene factors are roughly equivalent to Maslow's lower level needsC) it has two parts: Theory X and Theory YD) if good hygiene factors are present, an employee will be satisfiedE) only the presence of money can increase employee job satisfaction

Answer: BDiff: 3 Page Ref: 307-308

73) Which of the following are hygiene factors in Herzberg's two-factor theory of motivation?A) salaryB) challengeC) achievementD) growthE) responsibility


74) The people who work for Frank are very dissatisfied. Which of the following actions is the likely best firststep to motivate his subordinates?A) restructure the jobs so they are more interestingB) institute an "employee of the month" programC) delegate more responsibilityD) improve the pay and job securityE) create more opportunity for the subordinates to learn new things


75) Larry's subordinates are neither satisfied nor dissatisfied. Of the following, which is the best move to createsatisfaction among his subordinates?A) spend more time with them to get to know them betterB) get everyone new desks and equipmentC) improve the company policies on vacation timeD) increase everyone's payE) delegate more responsibility to them


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76) Criticisms of the two-factor theory include:A) it varies widely for different culturesB) it is not as effective in clerical and manufacturing settingsC) the research was limited to professionals 88 lawyers and engineers onlyD) it wasn't researched thoroughlyE) it is too complicated for people to comprehend


77) Which of the following theories suggest that people are motivated to work toward rewards that they wantand believe they have a reasonable chance of obtaining?A) goal-setting theoryB) equity theoryC) expectancy theoryD) scientific managementE) two-factor theory


78) Which of the following helps explain why some people do not work as hard as they can when their salariesare based purely on seniority?A) scientific managementB) goal-setting theoryC) Maslow's hierarchy of needsD) expectancy theoryE) two-factor theory


79) Tina is the most productive employee in her department. When her manager retires, Tina doesn't apply forthe job, in spite of her excellent record and the pay and prestige associated with the job. She believes that thejob will go to someone who has more seniority. Based on expectancy theory, Tina doesn't apply for the jobbased onA) the rewards-personal goals issue.B) the effort-performance issue.C) the performance-rewards issue.D) her personal goals.E) all of the above


80) Joe wonders, "If I work hard will I get a pay raise?" Joe then concludes that "No, I won't receive a raise." Thisillustrates:A) equity theoryB) expectancy theoryC) negative attitudesD) Theory XE) scientific theory


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81) Annie offered all her subordinates a free dinner at a well-known Mexican restaurant if they would reducetheir error rate to 2 percent. The error rate stayed the same and later she found out that no one liked Mexicanfood. This is an illustration of the ________ theory of motivation.A) hierarchy of needsB) human relationsC) equityD) expectancyE) two-factor


82) Susie has learned of a new job opening for division manager. Even though she wants the job, she does notapply for it because she doubts that she will be selected. This illustrates the ________ theory of motivation.A) equityB) human relationsC) two-factorD) hierarchy of needsE) expectancy


83) In which theory does an employee place a value (relatively desirable or relatively undesirable) on outcomesresulting from various levels of effort?A) equityB) Einstein's relativityC) expectancyD) Macintosh's theory of workplace valuesE) goal setting


84) The Los Angeles Rams used to be an excellent football team in the early 1980s. In 1982, the managementsigned a rookie defensive back at a higher rate of pay than any of its team veterans were paid. After that, theteam almost immediately began to play more poorly, so much so, that they are no longer in Los Angeles. Thisdecline is explained best using:A) two-factor theoryB) expectancy theoryC) goal-setting theoryD) equity theoryE) Maslow's hierarchy of needs


85) Which theory focuses on people evaluating their treatment by the organization to the way that someone elsewas treated?A) hygiene factorB) the Baylor effectC) expectancyD) equityE) goal setting


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86) Which motivational theory includes the development of an employees' ratio of contribution to return andthen compares the ratio to the perceived ratio of other employees?A) HawthorneB) scientific managementC) equityD) goal settingE) the Grinnell effect


87) Each year in professional sports, rookies are signed to lucrative contracts. Then the veteran players startgrumbling about raises or revised contracts. This illustrates the ________ theory of motivation.A) hierarchy of needsB) equityC) two-factorD) human relationsE) expectancy


88) Joe was hired out of college as a programmer for $55 000 a year. Two months after he started he found outthat Nancy was hired at the same time for $65 000. At first he was angry but then he found out that she hadfive years of previous experience and that she knew two more computer languages than he did. Then hewasn't angry anymore. This illustrates the ________ motivation theory.A) hierarchy of needsB) equityC) two-factorD) human relationsE) expectancy


89) When people feel inequitably treated they may do all of the following except:A) reduce their effortB) work shorter hoursC) find different people to compare themselves withD) work harderE) complain


90) Which does not meet the characteristics of effective goal setting?A) specificB) motivates peopleC) impossible to reachD) moderately difficultE) not too easy to attain


91) Pay, praise, promotions, suspensions, and firings are examples of:A) reinforcementB) job enrichmentC) management by objectivesD) empowermentE) participation


92) Which theory indicates that behaviour can be encouraged or discouraged by means of rewards orpunishments?A) participative managementB) reinforcement/behaviour modificationC) empowermentD) management by objectivesE) reverse psychology

Answer: BDiff: 1 Page Ref: 311-312

93) The first step in establishing an effective MBO program is to:A) find out what the subordinate's goals areB) communicate organizational goals to subordinatesC) set goals for each subordinateD) establish overall organizational goalsE) meet with subordinates to establish goals


94) ________ is patterns of behaviour that a manager exhibits in dealing with subordinates.A) Leadership styleB) Managerial stylesC) Leadership traitsD) Management traitsE) Job enrichment


95) Which of the strategies for enhancing job satisfaction is also used as a tool for managing the planningprocess?A) reinforcement and punishmentB) management by objectivesC) participative managementD) job enrichmentE) Theory X and Y


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96) At Continental Airlines, flight attendants now have more control over their own scheduling. This is anexample of:A) emphasis on company loyaltyB) job enrichmentC) management by objectivesD) job redesignE) participative decision making


97) Which of the following is a method of increasing job satisfaction by adding one or more motivating factors tojob activities?A) job expansionB) job redesignC) job enrichmentD) telecommutingE) job analysis


98) What does a job enrichment program attempt to accomplish?A) it provides employees with a voice in how to do their jobsB) it provides an opportunity for employees and managers to meet and set goals for the coming yearC) it enriches the individual with a cash bonus for exceeding a quotaD) it attempts to add one or more motivating factors to the job situationE) it helps to improve the worker by creating natural work groups and combining tasks


99) Which of the following is not a typical method of implementing a job redesign?A) enlarging jobs and increasing their varietyB) combine tasksC) form natural work groupsD) permit workers to set their working hoursE) establish client relationships


100) Job redesign programs:A) provide for rewards through reinforcement of desirable work behaviourB) permit two workers to share a single full-time jobC) facilitate the introduction of flextime into the organizationD) motivate individuals with a high need for growth or achievementE) increase participative management within the organization


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101) In order to help increase Lee's job satisfaction he has been given additional responsibilities in the dining area.This is an example ofA) combining tasksB) job redesignC) job enrichmentD) compressed workE) natural work grouping


102) An example of ________ is when the software writers at Microsoft got to watch test users work withprograms and discuss problems with them.A) forming natural work groupsB) establishing client relationshipsC) flextime programsD) worksharingE) combining tasks


103) When the job done by a programmer who maintains computer systems is modified to include some systemsdesign and systems development tasks, it is an example of:A) establishing client relationshipsB) flextime programsC) worksharingD) combining tasksE) forming natural work groups


104) An example of ________ is when the new product manager creates a subsystem team composed of themechanical engineer, manufacturing manager, purchasing manager, and the marketing manager.A) flextime programsB) forming natural work groupsC) worksharingD) establishing client relationshipsE) combining tasks


105) Marsha appreciated several things about her job including her choice in scheduling the hours she worked.This is an example of motivating employees through:A) Smittyn's Technique of Workplace RedesignB) compressed workweekC) flextimeD) core time motivational trainingE) inflated workweek


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106) Joe can choose four, five, or six days on which to work each week. This is an example of:A) virtual officesB) worksharingC) flextimeD) telecommutingE) job redesign


107) What is the program called when employees are permitted to set their own working hours around a dailycore time period?A) MBOB) quality circlesC) job sharingD) participative managementE) flextime


108) A compressed workweek:A) allows two people to share one jobB) is a modified work scheduleC) is criticized for causing stressD) allows employees to do all or some of their work away from the officeE) involves employees working less hours


109) Steve outfitted a room in his home with a modem-equipped personal computer with fax capabilities. Hecontacts customers even though he is 350 miles away from the corporate offices. Steve is an example of:A) telecommutingB) virtual officesC) workshareD) job redesignE) flextime


110) An obstacle in telecommuting programs is:A) convincing managers that some time will be spent on family relationsB) convincing managers that they can still get things done and meet deadlinesC) showing up for work on timeD) availability of networked computers, fax machines, cellular telephones, and overnight deliveryservices

E) increased travel timesAnswer: BDiff: 1 Page Ref: 319

111) An example of ________ is when one person works mornings and another person works afternoons on thesame job.A) flextimeB) worksharingC) job redesignD) telecommutingE) virtual offices


112) What is a contributing factor to the higher costs experienced by firms with a low level of employee jobsatisfaction?A) willingness to work overtimeB) turnover rate increasesC) loyalty to organizationD) lower absenteeismE) fewer grievances


113) Leadership is best defined asA) monitoring an organization's performance to ensure that it is meeting its goals.B) the process of motivating others to work to meet specific objectives.C) determining how best to arrange an organization's resources into a coherent structure.D) determining what an organization needs to do and how best to get it done.E) a method of increasing job satisfaction by designing a more satisfactory fit between workers and theirjobs.


114) An autocratic management style:A) is used in small business onlyB) is always liked by employeesC) is never appropriateD) allows for rapid decision makingE) is adopted by McGregor


115) The management style most frequently associated with a battlefield commander is:A) reinforcementB) autocraticC) democraticD) contingencyE) free-rein


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116) His boss has just informed Carlos that the new product demo scheduled for next week has just been movedto tomorrow. Unfortunately, Carlos and his subordinates have not started to put it together. The managementstyle that Carlos would find best under these conditions is probably:A) contingencyB) autocraticC) reinforcementD) free-reinE) democratic


117) Scott manages a software development group. He has asked two of his subordinates to accompany him anda prospective new employee to lunch. He wants their opinions but he will make the final decision. Scott isusing the ________ management style.A) free-reinB) reinforcementC) democraticD) contingencyE) autocratic


118) The Field Service department has just reported a potentially disastrous problem in a recently launchedproduct. The Engineering VP has called an emergency meeting with department heads and specialized staff.Which management style is most likely to lead to the best solution?A) autocraticB) free-reinC) democraticD) reinforcementE) contingency

Answer: ADiff: 1 Page Ref: .321

119) Linda is the chairperson of a volunteer committee to raise funds for a new library. The management stylethat she will most likely find to be most effective is the ________ style.A) contingencyB) autocraticC) democraticD) reinforcementE) free-rein


120) Managers who adopt which of the following styles generally issue orders and expect them to be obeyedwithout question?A) two-factor styleB) contingency styleC) autocratic styleD) democratic styleE) free-rein style


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121) The military commander prefers and usually needs which of the following styles on the battlefield?A) democraticB) explosiveC) autocraticD) contingencyE) free-rein


122) Which of the following managerial styles would be useful in situations testing a firm's effectiveness as atime-based competitor?A) democraticB) free-reinC) autocraticD) contingencyE) consultative


123) Which of the following statements best describes the autocratic approach to managerial style?A) Be direct?tell people what you expect.B) Pay employees well and they will work hard.C) The best solution will depend upon the situation.D) Involve your employees in every decision.E) Allow employees the freedom to be creative.


124) When the manager of a technical group asks other group members about a job applicant, but ultimatelymakes the hiring decision, the manager is practicing which of the following styles?A) free-reinB) autocraticC) dictatorialD) democraticE) contingency


125) Which of the following statements best describes the democratic approach to managerial style?A) The best solution will depend upon the situation.B) Be direct?tell people what you expect.C) Pay employees well and they will work hard.D) Involve your employees in every decision.E) Allow employees the freedom to be creative.


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126) Managers who adopt which of the following styles typically serve as advisers to subordinates who areallowed to make decisions?A) democraticB) dictatorialC) free-reinD) editorialE) autocratic


127) The chairperson of a volunteer committee to raise funds for a new local museum may find which of thefollowing styles most effective?A) democraticB) free-reinC) autocraticD) dictatorialE) exploratory


128) Which of the following statements best describes the free-rein approach to managerial style?A) Pay employees well and they will work hard.B) Involve your employees in every decision.C) Be direct?tell people what you expect.D) The best solution will depend upon the situation.E) Allow employees the freedom to be creative.


129) Which of the following is true about Canadian and American managers?A) Canadians usually use democratic styles while Americans prefer autocraticB) Americans are more open to different culturesC) Canadians are less willing to mindlessly follow the latest management fadD) Americans are more subtle than CanadiansE) Americans are more committed to their companies


130) The contingency approach to leadership means that a manager should:A) use a democratic style when a rapid decision has to be madeB) use a free-rein style when managing a group of inexperienced, young workersC) use an autocratic style when a rapid decision has to be madeD) shift his or her managerial style based upon the situation that the manager facesE) use an autocratic style when managing a group of technicians


131) According to a recent survey of workers the number one item workers most wanted was:A) massagesB) nap timeC) opportunity to bring pets to workD) espresso machinesE) flexible working hours


132) Job satisfaction is the mental attitude that employees have about their workplace.Answer: FALSEDiff: 2 Page Ref: 303

133) Employees usually experience either job satisfaction or high morale about their job, but not both, since theterms are contradictory.Answer: FALSEDiff: 2 Page Ref: 303

134) Job satisfaction can be described as a pleasurable feeling resulting from doing your job well.Answer: TRUEDiff: 2 Page Ref: 303

135) Employees who are frequently absent for minor illnesses, personal reasons, or a general desire to avoid workare likely expressing their dissatisfaction with the job.Answer: TRUEDiff: 1 Page Ref: 303.

136) Employees who are satisfied with their job usually have fewer grievances, are more likely to come to workeach day, and remain with the company for a longer period of time.Answer: TRUEDiff: 1 Page Ref: 303

137) An unusually high turnover rate may be the signal needed for a manager to begin an inquiry into the level ofjob satisfaction within the company.Answer: TRUEDiff: 1 Page Ref: 303

138) Morale is the degree of enjoyment that people derive from performing their jobs.Answer: FALSEDiff: 1 Page Ref: 303

139) High morale in the workforce is likely to lead to high turnover.Answer: FALSEDiff: 1 Page Ref: 303

140) Classical theory of motivation presumes that workers are motivated solely by money.Answer: TRUEDiff: 1 Page Ref: 304

141) The Hawthorne studies confirmed the scientific management viewpoint that worker productivity was adirect result of higher pay.Answer: FALSEDiff: 1 Page Ref: 305

142) The Hawthorne effect is the tendency for workers to be more productive when they believe that they arereceiving special attention from management.Answer: TRUEDiff: 1 Page Ref: 306

143) Managers who subscribe to Theory X tend to believe that people are naturally lazy and uncooperative.Answer: TRUEDiff: 1 Page Ref: 306

144) Managers who believe in Theory Y are more likely to have satisfied, motivated employees.Answer: TRUEDiff: 1 Page Ref: 306

145) Abraham Maslow formulated the Hierarchy of Needs model that stated that people have a number ofdifferent needs that they attempt to satisfy in their work.Answer: TRUEDiff: 1 Page Ref: 306

146) Abraham Maslow is best known for his theory about the hierarchy of human needs which states that lowerlevel needs must be met before a person will seek to meet higher level needs.Answer: TRUEDiff: 2 Page Ref: 306

147) The most basic needs in Maslow's hierarchy, which includes food, water, and shelter, are known as thesecurity needs.Answer: FALSEDiff: 2 Page Ref: 307

148) Satisfaction and dissatisfaction are the two elements of the Two-Factor Theory.Answer: FALSEDiff: 1 Page Ref: 308

149) Douglas McGregor postulated the Two-Factor Theory.Answer: FALSEDiff: 1 Page Ref: 308

150) McGregor's research on two-factor theory states hygiene factors affect motivation and satisfaction only ifthey are absent or fail to meet expectations.Answer: FALSEDiff: 3 Page Ref: 308

151) According to Herzberg, the opposite of satisfaction is no satisfaction rather than dissatisfaction.Answer: TRUEDiff: 2 Page Ref: 308

152) Herzberg's motivating factors include salary (pay) as one of the primary motivational factors.Answer: FALSEDiff: 1 Page Ref: 308

153) Expectancy theory states that people compare what they contribute to their job with what they get in returncompared to others.Answer: FALSEDiff: 1 Page Ref: 309

154) Rewards will not work as a motivator if people do not want the rewards offered by the company.Answer: TRUEDiff: 1 Page Ref: 309

155) The level of working conditions is one of the motivation factors in Herzberg's two-factor theory of employeemotivation.Answer: FALSEDiff: 2 Page Ref: 308

156) Equity theory identifies certain factors that must be present for employees to be satisfied with their jobs.Answer: FALSEDiff: 2 Page Ref: 309

157) Equity theory focuses on social comparisons?people evaluating their treatment by the organization relativeto the treatment of others.Answer: TRUEDiff: 1 Page Ref: 309

158) When people feel they are being inequitably treated, they may ask for raises, reduce their effort or workshorter hours.Answer: TRUEDiff: 1 Page Ref: 309

159) Goal-setting theory describes the kinds of goals that better motivate employees.Answer: TRUEDiff: 1 Page Ref: 311

160) Reinforcement can include both rewards and punishments.Answer: TRUEDiff: 1 Page Ref: 312

161) Management by objectives is concerned mainly with helping managers implement and carry out their plans.Answer: TRUEDiff: 1 Page Ref: 313

162) Participative management is a popular motivational tool because it promises a financial gain for theemployees who are given a share of the profit earned by the firm.Answer: FALSEDiff: 1 Page Ref: 313

163) Participative management helps to make employees feel more committed to the goals of the organizationbecause they help shape them.Answer: TRUEDiff: 1 Page Ref: 314

164) Participative management involves giving employees a voice in how they do their jobs and how thecompany is managed.Answer: TRUEDiff: 1 Page Ref: 313

165) Job enrichment and job redesign programs are used to increase satisfaction by putting motivating factors intojobs where the job itself is lacking.Answer: TRUEDiff: 2 Page Ref: 316

166) Job enrichment and job redesign can increase job satisfaction if the job lacks motivational factors.Answer: TRUEDiff: 3 Page Ref: 316

167) One of the ways to increase job satisfaction through job redesign is to combine tasks.Answer: TRUEDiff: 2 Page Ref: 316

168) Flextime programs failed as a tool to improve job satisfaction because of the extra burden placed on thesupervisor.Answer: FALSEDiff: 2 Page Ref: 317

169) Flextime programs allow people to pick their own working hours thus permitting some individuals to workat night and others to work during the day.Answer: FALSEDiff: 2 Page Ref: 317

170) In a compressed work week employees work fewer days per week but more hours per day.Answer: TRUEDiff: 1 Page Ref: 317

171) In a typical flextime schedule there are hours which the employee must be on the job and the remaininghours are up to the employee to select.Answer: TRUEDiff: 2 Page Ref: 317

172) Allowing people to do some or all of their work away from the office is a new form of flextime known assubordinate-centred leadership.Answer: FALSEDiff: 1 Page Ref: 318

173) Leadership is the process of influencing people so that they are motivated to behave in ways that meet thefirm's objectives.Answer: TRUEDiff: 1 Page Ref: 320

174) An autocratic manager may be successful when faced with a job in need of a quick decision.Answer: TRUEDiff: 1 Page Ref: 321

175) In the democratic managerial style subordinates are asked to vote on which alternative is the best, with thealternative getting the most votes being selected.Answer: FALSEDiff: 2 Page Ref: 321

176) The contingency approach to managing states that a manager should always have a backup plan (acontingent plan) just in case the first plan doesn't work.Answer: FALSEDiff: 2 Page Ref: 322

177) What is the only factor motivating workers according to the classical theory of motivation?Answer: Money.Diff: 2 Page Ref: 304

178) What is the Hawthorne effect?Answer: The Hawthorne effect is the finding that productivity rises in response to almost any management

action that workers interpret as special attention.Diff: 2 Page Ref: 305-306

179) What term did Douglas McGregor use to describe management assumptions that workers are naturallyenergetic, growth-oriented, self-motivated, and interested in being productive?Answer: Theory Y.Diff: 2 Page Ref: 306

180) List the five levels of needs in Maslow's hierarchy of needs, from lowest to highest.Answer: Physiological, security, social, esteem, and self-actualization.Diff: 2 Page Ref: 307

181) According to Hertzberg's two factor theory there are four motivational factors. List these factors.Answer: (Answers will vary.) Motivational factors include achievement, recognition, the work itself,

responsibility, and achievement and growth.Diff: 2 Page Ref: 308

182) According to Hertzberg's two factor theory there are four hygiene factors. List these factors.Answer: (Answers will vary.) Hygiene factors include supervisors, working conditions, interpersonal relations,

pay, security, and company policies and administration.Diff: 2 Page Ref: 308

183) List three common implementations of job redesign .Answer: Combining tasks, forming natural work groups, and establishing client relationships.Diff: 2 Page Ref: 316

184) What is a flextime program?Answer: Flextime is a method of increasing job satisfaction by allowing workers to adjust their work schedules

on a daily or weekly basis.Diff: 2 Page Ref: 317

185) List the three basic managerial styles.Answer: Autocratic, democratic, and free-rein.Diff: 2 Page Ref: 321

186) How have managerial styles changed as organizations have become flatter and workers more empowered?Answer: Managers have shifted from an autocratic to a more democratic style.Diff: 2 Page Ref: 324

187) What is a psychological contract?Answer: Set of expectations held by an employee regarding what she/he will contribute to the organization

and what the employer will provide in return.Diff: 2 Page Ref: 302

188) Why is employee job satisfaction important to a manager? What are the benefits when employees aresatisfied with their jobs? What happens when employees are not satisfied?Answer: ∙ satisfied workers are:

∙ more likely to work hard and try to make useful contributions to the organization∙ fewer grievances∙ less negative behaviours∙ come to work daily∙ remain with the organization

∙ dissatisfied workers are:∙ more likely to be absent due to minor illness etc.∙ have higher turnover∙ numerous vacancies∙ disruption in production∙ decreased productivity∙ high retraining costs

Diff: 2 Page Ref: 303

189) Outline the basic characteristics of the classical theory of motivation. Can this theory be used today bybusiness firms? Explain.Answer: ∙ workers motivated solely by money

∙ meant that managers had to design the work process in such a way as to recognize this motivationfor money∙ important to realize that factors other than money often contribute to job satisfaction∙ examples of the other views are:

∙ results of Hawthorne Studies∙ expectancy theory∙ Theory X and Y∙ equity theory∙ Maslow's Hierarchy of Needs∙ goal setting theory∙ two-factor theory

Diff: 2 Page Ref: 304-311

190) Discuss the classical theory of motivation including the book that is considered the primer on the theory andits author.Answer: ∙ workers are motivated almost solely by money

∙ the primer is The Principles of Scientific Management by Frederick TaylorDiff: 1 Page Ref: 304

191) Describe employee empowerment and provide an example.Answer: ∙ motivating and energizing employees to create high quality products and to provide bend over

backwards services to customers to increase the organizations competitiveness∙ at Westjet front line employees can issue travel credits to customers they feel have not been treatedwell


192) Describe the Human-Resources Model of motivational theory and identify its author.Answer: ∙ Theory X, Theory Y

∙ fundamental beliefs about people and their attitudes∙ for Theory X managers, people are lazy, lack ambition, self-centred, resist change, are gullible andnot very bright∙ for Theory Y managers, people are just the opposite∙ founded by Douglas McGregor


193) What are the characteristics of a manager with a Theory X belief about people? How does this differ fromone who has a Theory Y belief about people?Answer: ∙ see Table 10.1, pg. 332Diff: 1 Page Ref: 306

194) Who founded the Hierarchy of Needs model? Describe this theory.Answer: ∙ proposed by Abraham Maslow

∙ five levels of needs (physiological, security, social, esteem, and self-actualization)∙ as needs are satisfied people move to higher level needs∙ a satisfied need is not a motivator


195) Identify and describe the needs at each level of Maslow's hierarchy of human needs. How can managers usethese needs to achieve business goals?Answer: ∙ see "ladder diagram," Fig. 10.1, pg. 333Diff: 2 Page Ref: 307

196) Describe the motivating factors of Herzberg's two-factor theory. What is the role of salary and workingconditions in Herzberg's theory of job satisfaction?Answer: ∙ hygiene factorssuch as working conditions

∙ motivating factorssuch as recognition for a job well done∙ motivation factors (satisfaction):

∙ achievement∙ recognition∙ the work itself∙ responsibility∙ advancement and growth

∙ hygiene factors (dissatisfaction):∙ working conditions∙ interpersonal relations∙ pay and security∙ company policies and administration


197) What is the two-factor theory and who proposed it?Answer: ∙ proposed by Frederick Herzberg

∙ hygiene factors (supervision, working conditions, interpersonal relations, pay and security, companypolicies) create or prevent dissatisfaction∙ motivating factors (achievement, recognition, work itself, responsibility, advancement and growth)create or prevent satisfaction


198) What is equity theory?Answer: ∙ people evaluate the ratio of contribution to return for them

∙ then they compare the ratio to other employees to make sure that it is fairDiff: 1 Page Ref: 309

199) What is reinforcement theory and how would a manager apply it?Answer: ∙ used to modify worker's behaviour by:

∙ offering positive reinforcement (rewards) for behaviour it wishes to continue ∙ negative reinforcement (punishment) for those behaviours it wishes to stop


200) What is an MBO program and what are the major benefits of such a program?Answer: ∙ acronym for Management by Objectives

∙ it is a system of collaborative goal setting that involves managers and subordinates in settingmutually acceptable goals∙ the benefits are: ∙ improved motivation ∙ more team oriented behaviour ∙ commitment to corporate objectives


201) Explain the concept of participative management. Why would a business firm be interested in employeeparticipation? Give an example of a technique that is used to encourage and enhance participativemanagement.Answer: ∙ participative management: a method of increasing employees' job satisfaction by giving them a voice in

how they do their jobs and how the company is managed ∙ should help make employees feel more committed to the goal of the organization because theyhelp shape them


202) Briefly describe job redesign and identify the three major ways of implementing it.Answer: ∙ methods to increase job satisfaction by designing a better fit between workers and their jobs

∙ done by: ∙ combining tasks ∙ forming natural work groups ∙ establishing client relationships


203) Describe all of the modified work schedule programs which a business may implement to increase employeejob satisfaction.Answer: ∙ flextime: increases job satisfaction by allowing them some choice in the hours they work

∙ compressed workweek: employees work fewer days/week but more hours on the days they do work∙ telecommuting: allowing employees to do all or some of their work away from the office∙ worksharing: method of increasing employee job satisfaction by allowing two people to share one job


204) Briefly describe what managerial styles are and identify the three major types.Answer: ∙ patterns of behaviour that a manager exhibits in dealing with subordinates

∙ three types: ∙ autocratic: managers generally issue orders and expect them to be obeyed without question ∙ democratic: managers generally ask for input from subordinates but retain final decision-makingpower ∙ free-rein : managers serve as advisers to subordinates who are allowed to make decisions


205) Discuss any differences between Canadian and American management styles.Answer: ∙ Canadian managers are more subtle and subdued

∙ Canadians also seem more committed to their companies∙ Canadians are less willing to mindlessly follow the latest management fad∙ Canadians are more open to different cultures because of the multicultural nature of Canada


206) Discuss the problems that managers face for employee motivation and leadership in the twenty-first century.Answer: ∙ people today want rewards that are different than generations ago

∙ because businesses today can't offer the degree of job security that people want, it is difficult tomotivate∙ diversity also makes motivation complex∙ leaders are changing their own behaviours


chapter 10 motivating and leading...

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