Chapter 10 Motivating and Leading Employees

Chapter 10 Motivating and Leading Employees 1) A report by Business and Economic Roundtables on Mental Health concluded that employee stress is costing Canadian industry about billion each year. A) $60 B) $220 C) $5 D) $1.5 E) $109 Diff: 2 Page Ref: 302 2) A(n) is the set of expectations held by employees concerning what they will contribute to an organization and what the organization will provide in return. A) psychological contract B) inducement C) employee contract D) contribution E) satisfaction agreement Diff: 1 Page Ref: 303 3) In terms of psychological contracts, refer to what an employee contributes to the organization. A) promises B) inputs C) commitments D) inducements E) contributions Answer: E Diff: 2 Page Ref: 302 4) In terms of psychological contracts, refer to what the organization provides to the employee. A) inducements B) promises C) commitments D) relations E) contributions Diff: 2 Page Ref: 302 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) inducements B) contributions C) inputs D) promises E) commitments Diff: 2 Page Ref: 302 Page 1

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) contributions B) promises C) inputs D) inducements E) commitments Diff: 2 Page Ref: 302 7) Which term is described as the interactions between employers and employees and their attitudes towards one another? A) job satisfaction B) human relations C) psychological contract D) human resources E) personnel management Diff: 1 Page Ref: 302 8) is designed to change behavior by presenting people with unpleasant consequences. A) Punishment B) Restrictions C) Reward withdrawl D) New management E) Reward design Diff: 1 Page Ref: 312 9) Which term identifies the pleasurable feeling that people derive from performing their jobs well? A) financial compensation B) human relations C) morale D) job satisfaction E) motivation Diff: 1 Page Ref: 303 10) Which is not one of the ways that a firm can benefit from satisfied employees? A) more committed and loyal B) more likely to miss work for minor illness C) tend to have fewer grievances D) more likely to work hard E) more likely to remain with the organization Diff: 1 Page Ref: 303 Page 2

11) is the mental attitude that employees have about their workplace. A) Human relations B) Job enrichment C) Morale D) Job satisfaction E) Empowerment Diff: 1 Page Ref: 303 12) The process of energizing employees to create high product quality and to provide bend-over-backwards service to customers is known as: A) empowerment B) motivation C) job satisfaction D) leadership E) job enrichment Diff: 1 Page Ref: 314 13) Compared to workers with high morale and job satisfaction, workers with poor morale and job dissatisfaction are: A) more likely to be paid less than others B) less likely to be absent from work C) less likely to have co-workers as friends D) more likely to quit E) less productive Diff: 3 Page Ref: 303 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 employee B) turnover measures the departure of employees from the organization C) turnover is the mental attitude about the job D) turnover measures the rate at which the finished goods inventory is sold during the year E) turnover reflects the number of grievances submitted by employees Diff: 1 Page Ref: 303 15) Morale is: A) the generally positive or negative mental attitude employees have towards their work and workplace B) the generally positive or negative mental attitude managers have towards their employees C) the view on ethics held by employees D) an attitude held only by production employees E) the view on ethics held by managers Diff: 1 Page Ref: 303 Page 3

16) The benefits from satisfied employees include all of the following except: A) harder effort to make a contribution B) greater commitment to work C) fewer complaints D) less productivity E) usually better attendance Diff: 1 Page Ref: 303 17) Empowerment is: A) a substitute for organizational design B) an individual characteristic C) self-management D) motivating employees to produce high-quality products E) a strategic business plan Diff: 2 Page Ref: 314 18) All of the following are negative consequences due to high levels of turnover except: A) numerous vacancies B) decreased productivity C) disruptions in production D) high retraining costs E) less absenteeism Answer: E Diff: 1 Page Ref: 303 19) A modified work schedule which permits two or more employees to work part-time while filling a single full-time job is known as: A) a quality circle B) job enlargement C) worksharing D) flextime E) job cycling Diff: 1 Page Ref:.319 20) Bob's work week consists of four ten hour days. Bob is working a: A) new age work week B) reduced work week C) partial work week D) flex time work week E) compressed work week Answer: E Diff: 1 Page Ref: 317 Page 4

21) Teams in smaller more flexible organizations have the following benefits: A) make decisions more quickly and effectively B) enhance company wide communication C) encourage organizational members to feel more a part of the organization D) higher employee motivation and job satisfaction E) all of the above Diff: 2 Page Ref: 316 22) As organizations become flatter and workers more empowered managers find the approach less effective. A) committee B) consultive C) free-rein D) autocratic E) democratic Diff: 2 Page Ref: 324 23) Equity theory says that people begin analyzing relative to. A) inputs, outputs B) money, benefits C) motivation factors, hygiene factors D) theory x, theory y E) reinforcement, behaviour modification Diff: 1 Page Ref: 309 24) refers to the interactions between employers and employees, and their attitudes toward one another. A) Job displacement B) Job satisfaction C) Morale D) Job selection E) Human relations Answer: E Diff: 1 Page Ref: 302 25) The degree of enjoyment that people derive from performing their jobs is referred to as A) human relations. B) job placement. C) job selection. D) job satisfaction. E) morale. Diff: 1 Page Ref: 303 Page 5

26) The overall attitude that employees have toward their workplace is called A) job placement. B) human relations. C) job satisfaction. D) motivation. E) morale. Answer: E Diff: 1 Page Ref: 303 27) Which of the following reflects the degree to which employees perceive their needs are being met by their jobs? A) achievement B) morale C) motivation D) job sensitivity E) human relations Diff: 2 Page Ref: 303 28) From which of the following factors do employees perceive their needs are being met by their jobs? A) job satisfaction B) benefits C) promotion opportunities D) pay E) all of the above Answer: E Diff: 2 Page Ref: 303 29) Which of the following is NOT mentioned as an organizational benefit of satisfied workers? A) fewer grievances B) more loyalty to the organization C) higher level of effort D) high turnover E) increased commitment to the employer Diff: 2 Page Ref: 303 30) Which of the following is NOT mentioned as a cost of employee dissatisfaction? A) high turnover B) disruption of production schedules C) increased commitment to the organization D) decreased productivity E) high retraining costs Diff: 2 Page Ref: 303 Page 6

31) The percentage of an organization's workforce who leaves and must be replaced is referred to as A) return of investment. B) absenteeism. C) turnover. D) sales per employee. E) productivity. Diff: 1 Page Ref: 303 32) Motivation is: A) an inner characteristic that employees either have or don't have B) a characteristic in employees over which management has no control C) a characteristic only of middle and upper management D) the set of forces that causes people to behave in certain ways E) something that allows management to step aside and let the workers take control Diff: 2 Page Ref: 304 33) The classical theory of motivation states that: A) there are many different factors that contribute to motivation B) workers are motivated almost solely by money C) workers are motivated when attention is paid to them by supervisors D) workers are motivated almost solely by status E) some factors prevent dissatisfaction and some factors contribute to satisfaction Diff: 2 Page Ref: 304 34) At WestJet employees have the right to issue travel credits to customers they feel have not been treated property. This is an example of.the implication of scientific management is: A) employee empowerment B) reinforcement C) equity theory D) theory x E) scientific management Diff: 2 Page Ref: 314 35) Steve is trying to increase the productivity of his workers. He decides to offer an incentive of 25 cents for each unit over the average number produced in the last 3 weeks. Steve is following the theory of motivation. A) equity B) Theory X C) hierarchy of needs D) two-factor E) classical Answer: E Diff: 2 Page Ref: 304 Page 7

36) A Conference Board of Canada survey showed that 75 percent of the companies surveyed offered: A) telecommuting B) unpaid sabbaticals C) eldercare D) flexible work hours E) nap areas Diff: 2 Page Ref: 323 37) Which theory suggests to managers that they determine how to perform each job most efficiently? A) Lipwin's theory of organizational effect B) Hawthorne effect C) scientific management D) expectancy theory E) equity theory Diff: 1 Page Ref: 305 38) What motivates workers according to the classical theory of scientific management? A) workers are motivated by the amount of social interaction on the job B) there are five levels of human needs with the individual being motivated by a higher level need only after the lower needs have been satisfied C) workers are motivated by desirable working conditions D) workers are motivated solely by money E) workers are motivated by their level of responsibility Diff: 1 Page Ref: 304 39) A management method of increasing employees' job satisfaction by giving them a voice in how they do their jobs is called: A) participative management B) management by objectives C) reinforcement theory D) theory x E) goal setting theory Diff: 2 Page Ref: 313 40) If workers are motivated by money, paying them more should increase productivity. Which motivational theory is this? A) Theory x B) Scientific management C) Maslow's Hierarchy D) Goal setting theory E) Two factor theory Diff: 2 Page Ref: 304 Page 8

41) Time and motion studies: A) helped with the Hawthorne studies B) are conducted by aerospace engineers C) are important for Maslow's Hierarchy of Needs Model D) determine how best to perform a job most efficiently E) are crucial for improving human resources Diff: 1 Page Ref: 305 42) What was the original intent of the Hawthorne studies? A) to examine the relationship between changes in workers' physical environment and worker output B) to study the relationships within a hierarchy of human needs C) to redesign jobs at the Western Electric Plant D) to assist Henry Ford in the layout of an assembly line E) to measure the impact of employee satisfaction on employee output Diff: 1 Page Ref: 305 43) Research has shown that almost any action on the part of management may lead workers to believe that they are receiving special attention. This is known as: A) the Hawthorne effect B) the classical theory of management C) the human relations theory of management D) time and motion study E) empowerment Diff: 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 increased B) increased lighting levels improved productivity, but so did lowering lighting levels C) the redesigned jobs made the work easier and faster for the employees D) productivity went up when the amount of lighting was increased E) the differential percent pay system was ineffective in increasing productivity Diff: 3 Page Ref: 305 45) What conclusions did business managers draw from the Hawthorne studies? A) paying attention to employees is a good business practice B) the informal group was relatively unimportant C) managers need to have an equally high concern for production and people D) paying workers a higher wage would cause them to increase their production E) using bright lights increases productivity Diff: 2 Page Ref: 306 Page 9

46) The Hawthorne effect is: A) a management approach based on the belief that people want to be productive B) the paying of workers a set rate for each piece of work produced C) the analysis of jobs and finding better, more efficient ways to perform them D) a management approach based on the belief that people must be forced to be productive E) the tendency for workers' productivity to increase when they feel they are receiving special attention from management Answer: E Diff: 1 Page Ref: 306 47) David thinks his workers are naturally lazy and uncooperative and must therefore be either punished or rewarded to be made productive. David must subscribe to the theory of motivation called: A) Theory Y B) Theory X C) expectancy theory D) two-factor theory E) hierarchy of needs Diff: 1 Page Ref: 306 48) Kathy believes that her workers are naturally energetic, growth-oriented, self-motivated, and interested in being productive. Her beliefs closely parallel the theory of motivation. A) Theory Y B) Theory X C) expectancy theory D) two-factor theory E) hierarchy of needs Diff: 1 Page Ref: 306 49) "Smith! Jones! You good-for-nothing, lazy, freeloading know-it-alls." This statement exemplifies a approach to motivation. A) Theory B B) Theory Z C) Theory Q-7 D) Theory X E) Theory Y Diff: 1 Page Ref: 306 50) The human-resources model: A) was stated by Maslow B) is based on the tendency for workers' productivity to increase when they feel they are receiving special attention from management C) was stated by McGregor D) is present in all businesses E) is a five step guideline Diff: 2 Page Ref: 306 Page 10

51) Theory X assumptions include all of the following except: A) people are gullible and not very bright B) people are lazy C) people resist change D) people are selfless E) people lack ambition and dislike responsibility Diff: 2 Page Ref: 306 52) Theory Y assumptions include all of the following except: A) people are ambitious B) people are energetic C) people can be selfless D) people resist change E) people are intelligent Diff: 2 Page Ref: 306 53) Which is the best illustration of a Theory X manager? A) believes that people are naturally energetic, responsible, and interested in being productive B) believes that the most important needs are security and esteem needs C) has a high concern for production and an equally high concern for people D) believes that people's social and esteem needs must be met by the organization E) believes that people are naturally irresponsible, uncooperative, and must be threatened in order to be productive Answer: E Diff: 1 Page Ref: 306 54) Which of the following is not an assumption of Theory Y management? A) people are intelligent B) people are energetic C) people seek responsibility D) people are self-centred E) people are ambitious Diff: 1 Page Ref: 306 55) The Theory Y approach works best for people who: A) are motivated by basic needs B) want to earn a lot of money C) are naturally energetic and growth orientated D) are uncooperative and irresponsible E) have a high concern for salary Diff: 2 Page Ref: 306 Page 11

56) Which of the following is not a characteristic belief of a Theory X manager? A) people are not very bright B) people resist change C) people want to contribute to business growth and change D) people dislike responsibility E) people are lazy Diff: 1 Page Ref: 306 57) Which theory suggests that some managers believe that people are naturally responsible and growth oriented, self motivated, and interested in being productive? A) equity theory B) McGregor's theory C) Maslow's hierarchy of needs D) Lipwin's theory of organizational effort E) Herzberg's theory Diff: 3 Page Ref: 306 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 needs B) psychological, security, social, esteem, and self-actualization needs C) physiological, social, esteem, security, and self-actualization needs D) psychological, physiological, esteem, social, and self-actualization needs E) physiological, security, social, esteem, and self-actualization needs Answer: E Diff: 2 Page Ref: 307 59) Which of Maslow's hierarchy of needs is being addressed by the employer that offers a pension fund to workers? A) self actualization B) security C) physiological D) retirement E) social Diff: 1 Page Ref: 307 60) In the hierarchy of needs model, which of the following would have to be satisfied before the individual would seek status and a job title? A) a decent pension plan B) a decent salary C) a challenging job D) friends at work E) All of the items in this list except a challenging job. Answer: E Diff: 2 Page Ref: 307 Page 12

61) The fundamental presumption in Maslow's hierarchy of needs is: A) social needs are less important than esteem needs B) social needs are more important than all other needs C) security needs are more important than physiological needs D) a satisfied need is not a motivator E) self actualization needs can never really be satisfied Diff: 2 Page Ref: 307 62) The most basic needs for food, water, shelter, and sleep were grouped together by Maslow and called: A) ego needs B) physiological needs C) concern for people D) security needs E) hygiene factors Diff: 1 Page Ref: 307 63) What is the highest level of needs in Maslow's hierarchy? A) physiological B) self-actualization C) security D) esteem E) safety Diff: 1 Page Ref: 307 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 shelter B) provide a challenging job C) provide a respected job title and a large office D) offer a social network at the business E) offer a pension plan Diff: 1 Page Ref: 307 65) The two-factor theory states, generally, that: A) there are two factors that increase job satisfaction B) there are factors that must be present for employees to be satisfied with their jobs and factors that, if increased, 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, which prevent dissatisfaction E) recognition of the completion of a difficult task is an important factor Diff: 3 Page Ref: 308 Page 13

66) Which theory suggested that certain hygiene factors will affect motivation and satisfaction only if they are absent or fail to meet expectations? A) McGregor's theory B) Herzberg's theory C) goal setting theory D) Akinura's theory of workplace hygiene E) expectancy theory Diff: 2 Page Ref: 308 67) According to the two-factor theory, to enhance motivation, managers must A) provide recognition and opportunities for advancement. B) ensure that working conditions are acceptable. C) develop good relationships with subordinates. D) all of the above E) both A and B Diff: 2 Page Ref: 308 68) Tim League seeks to motivate his employees by making sure that pay and working conditions meet employee expectations and then providing employees with responsibility and recognition. Tim likely subscribes to the theory of motivation. A) expectancy B) two-factor C) scientific D) equity E) hierarchy of needs Diff: 3 Page Ref: 308 69) An example of something that an employer can offer an employee to deal with security needs is: A) fair salary or wage B) respected job title C) job security D) a sense of belonging to a company E) challenging job assignments Diff: 1 Page Ref: 307 70) Which of the following is a motivating factor from Herzberg's two-factor theory? A) company policy B) social interaction C) a challenging job D) good supervision E) salary Diff: 2 Page Ref: 308 Page 14

71) Which of the following is not a hygiene factor in Herzberg's two-factor theory? A) growth B) supervision C) salary D) working conditions E) company policies Diff: 1 Page Ref: 309 72) It is correct to say about Herzberg's two-factor theory that: A) if motivation factors are present, an employee will not be dissatisfied B) Herzberg's hygiene factors are roughly equivalent to Maslow's lower level needs C) it has two parts: Theory X and Theory Y D) if good hygiene factors are present, an employee will be satisfied E) only the presence of money can increase employee job satisfaction Diff: 3 Page Ref: 307-308 73) Which of the following are hygiene factors in Herzberg's two-factor theory of motivation? A) salary B) challenge C) achievement D) growth E) responsibility Diff: 2 Page Ref: 308 74) The people who work for Frank are very dissatisfied. Which of the following actions is the likely best first step to motivate his subordinates? A) restructure the jobs so they are more interesting B) institute an "employee of the month" program C) delegate more responsibility D) improve the pay and job security E) create more opportunity for the subordinates to learn new things Diff: 3 Page Ref: 308 75) Larry's subordinates are neither satisfied nor dissatisfied. Of the following, which is the best move to create satisfaction among his subordinates? A) spend more time with them to get to know them better B) get everyone new desks and equipment C) improve the company policies on vacation time D) increase everyone's pay E) delegate more responsibility to them Answer: E Diff: 3 Page Ref: 308 Page 15

76) Criticisms of the two-factor theory include: A) it varies widely for different cultures B) it is not as effective in clerical and manufacturing settings C) the research was limited to professionals 88 lawyers and engineers only D) it wasn't researched thoroughly E) it is too complicated for people to comprehend Diff: 2 Page Ref: 308 77) Which of the following theories suggest that people are motivated to work toward rewards that they want and believe they have a reasonable chance of obtaining? A) goal-setting theory B) equity theory C) expectancy theory D) scientific management E) two-factor theory Diff: 1 Page Ref: 309 78) Which of the following helps explain why some people do not work as hard as they can when their salaries are based purely on seniority? A) scientific management B) goal-setting theory C) Maslow's hierarchy of needs D) expectancy theory E) two-factor theory Diff: 3 Page Ref: 309 79) Tina is the most productive employee in her department. When her manager retires, Tina doesn't apply for the job, in spite of her excellent record and the pay and prestige associated with the job. She believes that the job will go to someone who has more seniority. Based on expectancy theory, Tina doesn't apply for the job based on A) the rewards-personal goals issue. B) the effort-performance issue. C) the performance-rewards issue. D) her personal goals. E) all of the above Diff: 3 Page Ref: 309 80) Joe wonders, "If I work hard will I get a pay raise?" Joe then concludes that "No, I won't receive a raise." This illustrates: A) equity theory B) expectancy theory C) negative attitudes D) Theory X E) scientific theory Diff: 1 Page Ref: 309 Page 16

81) Annie offered all her subordinates a free dinner at a well-known Mexican restaurant if they would reduce their error rate to 2 percent. The error rate stayed the same and later she found out that no one liked Mexican food. This is an illustration of the theory of motivation. A) hierarchy of needs B) human relations C) equity D) expectancy E) two-factor Diff: 2 Page Ref: 309 82) Susie has learned of a new job opening for division manager. Even though she wants the job, she does not apply for it because she doubts that she will be selected. This illustrates the theory of motivation. A) equity B) human relations C) two-factor D) hierarchy of needs E) expectancy Answer: E Diff: 2 Page Ref: 309 83) In which theory does an employee place a value (relatively desirable or relatively undesirable) on outcomes resulting from various levels of effort? A) equity B) Einstein's relativity C) expectancy D) Macintosh's theory of workplace values E) goal setting Diff: 1 Page Ref: 309 84) The Los Angeles Rams used to be an excellent football team in the early 1980s. In 1982, the management signed a rookie defensive back at a higher rate of pay than any of its team veterans were paid. After that, the team almost immediately began to play more poorly, so much so, that they are no longer in Los Angeles. This decline is explained best using: A) two-factor theory B) expectancy theory C) goal-setting theory D) equity theory E) Maslow's hierarchy of needs Diff: 3 Page Ref: 309 85) Which theory focuses on people evaluating their treatment by the organization to the way that someone else was treated? A) hygiene factor B) the Baylor effect C) expectancy D) equity E) goal setting Diff: 1 Page Ref: 309 Page 17

86) Which motivational theory includes the development of an employees' ratio of contribution to return and then compares the ratio to the perceived ratio of other employees? A) Hawthorne B) scientific management C) equity D) goal setting E) the Grinnell effect Diff: 1 Page Ref: 309 87) Each year in professional sports, rookies are signed to lucrative contracts. Then the veteran players start grumbling about raises or revised contracts. This illustrates the theory of motivation. A) hierarchy of needs B) equity C) two-factor D) human relations E) expectancy Diff: 2 Page Ref: 309 88) Joe was hired out of college as a programmer for $55 000 a year. Two months after he started he found out that Nancy was hired at the same time for $65 000. At first he was angry but then he found out that she had five years of previous experience and that she knew two more computer languages than he did. Then he wasn't angry anymore. This illustrates the motivation theory. A) hierarchy of needs B) equity C) two-factor D) human relations E) expectancy Diff: 2 Page Ref: 309 89) When people feel inequitably treated they may do all of the following except: A) reduce their effort B) work shorter hours C) find different people to compare themselves with D) work harder E) complain Diff: 2 Page Ref: 310 90) Which does not meet the characteristics of effective goal setting? A) specific B) motivates people C) impossible to reach D) moderately difficult E) not too easy to attain Diff: 1 Page Ref: 311 Page 18

91) Pay, praise, promotions, suspensions, and firings are examples of: A) reinforcement B) job enrichment C) management by objectives D) empowerment E) participation Diff: 2 Page Ref: 312 92) Which theory indicates that behaviour can be encouraged or discouraged by means of rewards or punishments? A) participative management B) reinforcement/behaviour modification C) empowerment D) management by objectives E) reverse psychology Diff: 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 are B) communicate organizational goals to subordinates C) set goals for each subordinate D) establish overall organizational goals E) meet with subordinates to establish goals Diff: 3 Page Ref: 313 94) is patterns of behaviour that a manager exhibits in dealing with subordinates. A) Leadership style B) Managerial styles C) Leadership traits D) Management traits E) Job enrichment Diff: 1 Page Ref: 321 95) Which of the strategies for enhancing job satisfaction is also used as a tool for managing the planning process? A) reinforcement and punishment B) management by objectives C) participative management D) job enrichment E) Theory X and Y Diff: 1 Page Ref: 313 Page 19

96) At Continental Airlines, flight attendants now have more control over their own scheduling. This is an example of: A) emphasis on company loyalty B) job enrichment C) management by objectives D) job redesign E) participative decision making Diff: 3 Page Ref: 316 97) Which of the following is a method of increasing job satisfaction by adding one or more motivating factors to job activities? A) job expansion B) job redesign C) job enrichment D) telecommuting E) job analysis Diff: 1 Page Ref: 316 98) What does a job enrichment program attempt to accomplish? A) it provides employees with a voice in how to do their jobs B) it provides an opportunity for employees and managers to meet and set goals for the coming year C) it enriches the individual with a cash bonus for exceeding a quota D) it attempts to add one or more motivating factors to the job situation E) it helps to improve the worker by creating natural work groups and combining tasks Diff: 1 Page Ref: 316 99) Which of the following is not a typical method of implementing a job redesign? A) enlarging jobs and increasing their variety B) combine tasks C) form natural work groups D) permit workers to set their working hours E) establish client relationships Diff: 1 Page Ref: 316 100) Job redesign programs: A) provide for rewards through reinforcement of desirable work behaviour B) permit two workers to share a single full-time job C) facilitate the introduction of flextime into the organization D) motivate individuals with a high need for growth or achievement E) increase participative management within the organization Diff: 1 Page Ref: 316 Page 20

101) In order to help increase Lee's job satisfaction he has been given additional responsibilities in the dining area. This is an example of A) combining tasks B) job redesign C) job enrichment D) compressed work E) natural work grouping Diff: 2 Page Ref: 316 102) An example of is when the software writers at Microsoft got to watch test users work with programs and discuss problems with them. A) forming natural work groups B) establishing client relationships C) flextime programs D) worksharing E) combining tasks Diff: 2 Page Ref: 317 103) When the job done by a programmer who maintains computer systems is modified to include some systems design and systems development tasks, it is an example of: A) establishing client relationships B) flextime programs C) worksharing D) combining tasks E) forming natural work groups Diff: 2 Page Ref: 316 104) An example of is when the new product manager creates a subsystem team composed of the mechanical engineer, manufacturing manager, purchasing manager, and the marketing manager. A) flextime programs B) forming natural work groups C) worksharing D) establishing client relationships E) combining tasks Diff: 2 Page Ref: 316 105) 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 Redesign B) compressed workweek C) flextime D) core time motivational training E) inflated workweek Diff: 1 Page Ref: 317 Page 21

106) Joe can choose four, five, or six days on which to work each week. This is an example of: A) virtual offices B) worksharing C) flextime D) telecommuting E) job redesign Diff: 1 Page Ref: 317 107) What is the program called when employees are permitted to set their own working hours around a daily core time period? A) MBO B) quality circles C) job sharing D) participative management E) flextime Answer: E Diff: 1 Page Ref: 317 108) A compressed workweek: A) allows two people to share one job B) is a modified work schedule C) is criticized for causing stress D) allows employees to do all or some of their work away from the office E) involves employees working less hours Diff: 2 Page Ref: 317 109) Steve outfitted a room in his home with a modem-equipped personal computer with fax capabilities. He contacts customers even though he is 350 miles away from the corporate offices. Steve is an example of: A) telecommuting B) virtual offices C) workshare D) job redesign E) flextime Diff: 1 Page Ref: 318 110) An obstacle in telecommuting programs is: A) convincing managers that some time will be spent on family relations B) convincing managers that they can still get things done and meet deadlines C) showing up for work on time D) availability of networked computers, fax machines, cellular telephones, and overnight delivery services E) increased travel times Diff: 1 Page Ref: 319 Page 22

111) An example of is when one person works mornings and another person works afternoons on the same job. A) flextime B) worksharing C) job redesign D) telecommuting E) virtual offices Diff: 1 Page Ref: 319 112) What is a contributing factor to the higher costs experienced by firms with a low level of employee job satisfaction? A) willingness to work overtime B) turnover rate increases C) loyalty to organization D) lower absenteeism E) fewer grievances Diff: 1 Page Ref: 303 113) Leadership is best defined as A) 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 their jobs. Diff: 2 Page Ref: 320 114) An autocratic management style: A) is used in small business only B) is always liked by employees C) is never appropriate D) allows for rapid decision making E) is adopted by McGregor Diff: 1 Page Ref: 321 115) The management style most frequently associated with a battlefield commander is: A) reinforcement B) autocratic C) democratic D) contingency E) free-rein Diff: 1 Page Ref: 321 Page 23

116) His boss has just informed Carlos that the new product demo scheduled for next week has just been moved to tomorrow. Unfortunately, Carlos and his subordinates have not started to put it together. The management style that Carlos would find best under these conditions is probably: A) contingency B) autocratic C) reinforcement D) free-rein E) democratic Diff: 2 Page Ref: 321 117) Scott manages a software development group. He has asked two of his subordinates to accompany him and a prospective new employee to lunch. He wants their opinions but he will make the final decision. Scott is using the management style. A) free-rein B) reinforcement C) democratic D) contingency E) autocratic Diff: 1 Page Ref: 321 118) The Field Service department has just reported a potentially disastrous problem in a recently launched product. 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) autocratic B) free-rein C) democratic D) reinforcement E) contingency Diff: 1 Page Ref:.321 119) Linda is the chairperson of a volunteer committee to raise funds for a new library. The management style that she will most likely find to be most effective is the style. A) contingency B) autocratic C) democratic D) reinforcement E) free-rein Answer: E Diff: 2 Page Ref: 321 120) Managers who adopt which of the following styles generally issue orders and expect them to be obeyed without question? A) two-factor style B) contingency style C) autocratic style D) democratic style E) free-rein style Diff: 1 Page Ref: 321 Page 24

121) The military commander prefers and usually needs which of the following styles on the battlefield? A) democratic B) explosive C) autocratic D) contingency E) free-rein Diff: 2 Page Ref: 321 122) Which of the following managerial styles would be useful in situations testing a firm's effectiveness as a time-based competitor? A) democratic B) free-rein C) autocratic D) contingency E) consultative Diff: 2 Page Ref: 321 123) 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. Diff: 3 Page Ref: 321 124) When the manager of a technical group asks other group members about a job applicant, but ultimately makes the hiring decision, the manager is practicing which of the following styles? A) free-rein B) autocratic C) dictatorial D) democratic E) contingency Diff: 2 Page Ref: 321 125) 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. Diff: 3 Page Ref: 321 Page 25

126) Managers who adopt which of the following styles typically serve as advisers to subordinates who are allowed to make decisions? A) democratic B) dictatorial C) free-rein D) editorial E) autocratic Diff: 1 Page Ref: 321 127) The chairperson of a volunteer committee to raise funds for a new local museum may find which of the following styles most effective? A) democratic B) free-rein C) autocratic D) dictatorial E) exploratory Diff: 2 Page Ref: 321 128) 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. Answer: E Diff: 3 Page Ref: 321 129) Which of the following is true about Canadian and American managers? A) Canadians usually use democratic styles while Americans prefer autocratic B) Americans are more open to different cultures C) Canadians are less willing to mindlessly follow the latest management fad D) Americans are more subtle than Canadians E) Americans are more committed to their companies Diff: 2 Page Ref: 322 130) The contingency approach to leadership means that a manager should: A) use a democratic style when a rapid decision has to be made B) use a free-rein style when managing a group of inexperienced, young workers C) use an autocratic style when a rapid decision has to be made D) shift his or her managerial style based upon the situation that the manager faces E) use an autocratic style when managing a group of technicians Diff: 2 Page Ref: 322 Page 26

131) According to a recent survey of workers the number one item workers most wanted was: A) massages B) nap time C) opportunity to bring pets to work D) espresso machines E) flexible working hours Answer: E Diff: 1 Page Ref: 323 132) Job satisfaction is the mental attitude that employees have about their workplace. Diff: 2 Page Ref: 303 133) Employees usually experience either job satisfaction or high morale about their job, but not both, since the terms are contradictory. Diff: 2 Page Ref: 303 134) Job satisfaction can be described as a pleasurable feeling resulting from doing your job well. Diff: 2 Page Ref: 303 135) Employees who are frequently absent for minor illnesses, personal reasons, or a general desire to avoid work are likely expressing their dissatisfaction with the job. Diff: 1 Page Ref: 303. 136) Employees who are satisfied with their job usually have fewer grievances, are more likely to come to work each day, and remain with the company for a longer period of time. Diff: 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 of job satisfaction within the company. Diff: 1 Page Ref: 303 138) Morale is the degree of enjoyment that people derive from performing their jobs. Diff: 1 Page Ref: 303 139) High morale in the workforce is likely to lead to high turnover. Diff: 1 Page Ref: 303 140) Classical theory of motivation presumes that workers are motivated solely by money. Diff: 1 Page Ref: 304 Page 27

141) The Hawthorne studies confirmed the scientific management viewpoint that worker productivity was a direct result of higher pay. Diff: 1 Page Ref: 305 142) The Hawthorne effect is the tendency for workers to be more productive when they believe that they are receiving special attention from management. Diff: 1 Page Ref: 306 143) Managers who subscribe to Theory X tend to believe that people are naturally lazy and uncooperative. Diff: 1 Page Ref: 306 144) Managers who believe in Theory Y are more likely to have satisfied, motivated employees. Diff: 1 Page Ref: 306 145) Abraham Maslow formulated the Hierarchy of Needs model that stated that people have a number of different needs that they attempt to satisfy in their work. Diff: 1 Page Ref: 306 146) Abraham Maslow is best known for his theory about the hierarchy of human needs which states that lower level needs must be met before a person will seek to meet higher level needs. Diff: 2 Page Ref: 306 147) The most basic needs in Maslow's hierarchy, which includes food, water, and shelter, are known as the security needs. Diff: 2 Page Ref: 307 148) Satisfaction and dissatisfaction are the two elements of the Two-Factor Theory. Diff: 1 Page Ref: 308 149) Douglas McGregor postulated the Two-Factor Theory. Diff: 1 Page Ref: 308 150) McGregor's research on two-factor theory states hygiene factors affect motivation and satisfaction only if they are absent or fail to meet expectations. Diff: 3 Page Ref: 308 151) According to Herzberg, the opposite of satisfaction is no satisfaction rather than dissatisfaction. Diff: 2 Page Ref: 308 Page 28

152) Herzberg's motivating factors include salary (pay) as one of the primary motivational factors. Diff: 1 Page Ref: 308 153) Expectancy theory states that people compare what they contribute to their job with what they get in return compared to others. Diff: 1 Page Ref: 309 154) Rewards will not work as a motivator if people do not want the rewards offered by the company. Diff: 1 Page Ref: 309 155) The level of working conditions is one of the motivation factors in Herzberg's two-factor theory of employee motivation. Diff: 2 Page Ref: 308 156) Equity theory identifies certain factors that must be present for employees to be satisfied with their jobs. Diff: 2 Page Ref: 309 157) Equity theory focuses on social comparisons?people evaluating their treatment by the organization relative to the treatment of others. Diff: 1 Page Ref: 309 158) When people feel they are being inequitably treated, they may ask for raises, reduce their effort or work shorter hours. Diff: 1 Page Ref: 309 159) Goal-setting theory describes the kinds of goals that better motivate employees. Diff: 1 Page Ref: 311 160) Reinforcement can include both rewards and punishments. Diff: 1 Page Ref: 312 161) Management by objectives is concerned mainly with helping managers implement and carry out their plans. Diff: 1 Page Ref: 313 162) Participative management is a popular motivational tool because it promises a financial gain for the employees who are given a share of the profit earned by the firm. Diff: 1 Page Ref: 313 Page 29

163) Participative management helps to make employees feel more committed to the goals of the organization because they help shape them. Diff: 1 Page Ref: 314 164) Participative management involves giving employees a voice in how they do their jobs and how the company is managed. Diff: 1 Page Ref: 313 165) Job enrichment and job redesign programs are used to increase satisfaction by putting motivating factors into jobs where the job itself is lacking. Diff: 2 Page Ref: 316 166) Job enrichment and job redesign can increase job satisfaction if the job lacks motivational factors. Diff: 3 Page Ref: 316 167) One of the ways to increase job satisfaction through job redesign is to combine tasks. Diff: 2 Page Ref: 316 168) Flextime programs failed as a tool to improve job satisfaction because of the extra burden placed on the supervisor. Diff: 2 Page Ref: 317 169) Flextime programs allow people to pick their own working hours thus permitting some individuals to work at night and others to work during the day. Diff: 2 Page Ref: 317 170) In a compressed work week employees work fewer days per week but more hours per day. Diff: 1 Page Ref: 317 171) In a typical flextime schedule there are hours which the employee must be on the job and the remaining hours are up to the employee to select. Diff: 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 as subordinate-centred leadership. Diff: 1 Page Ref: 318 173) Leadership is the process of influencing people so that they are motivated to behave in ways that meet the firm's objectives. Diff: 1 Page Ref: 320 Page 30

174) An autocratic manager may be successful when faced with a job in need of a quick decision. Diff: 1 Page Ref: 321 175) In the democratic managerial style subordinates are asked to vote on which alternative is the best, with the alternative getting the most votes being selected. Diff: 2 Page Ref: 321 176) The contingency approach to managing states that a manager should always have a backup plan (a contingent plan) just in case the first plan doesn't work. Diff: 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 naturally energetic, 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. ombining 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 Page 31

185) List the three basic managerial styles. utocratic, 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 are satisfied 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 by business 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 motivation for 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 and its author. Answer: workers are motivated almost solely by money the primer is The Principles of Scientific Management by Frederick Taylor Diff: 1 Page Ref: 304 Page 32

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 treated well Diff: 2 Page Ref: 314 192) 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 and not very bright for Theory Y managers, people are just the opposite founded by Douglas McGregor Diff: 1 Page Ref: 306 193) What are the characteristics of a manager with a Theory X belief about people? How does this differ from one who has a Theory Y belief about people? Answer: see Table 10.1, pg. 332 Diff: 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 Diff: 1 Page Ref: 307 195) Identify and describe the needs at each level of Maslow's hierarchy of human needs. How can managers use these needs to achieve business goals? Answer: see "ladder diagram," Fig. 10.1, pg. 333 Diff: 2 Page Ref: 307 196) Describe the motivating factors of Herzberg's two-factor theory. What is the role of salary and working conditions in Herzberg's theory of job satisfaction? Answer: hygiene factors such as working conditions motivating factors such 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 Diff: 2 Page Ref: 308 Page 33