Bz440 lesson 4 & 5 exam score 85 percent

  

The key to ___________ courage was his unbounded optimism.

Question options:

  

   

a) 

Churchill’s

 

   

b) 

Lincoln’s

 

   

c) 

Truman’s

 

   

d) 

Roosevelt’s

 

Question 2

Many of today’s managers have a mindset that employees should do what they are told, when they are told, and how they are told. Such a value system is known as:

Question options:

  

   

a) 

fear of losing control.

 

   

b) 

status syndrome.

 

   

c) 

I’m-the-boss syndrome.

 

   

d) 

old-school syndrome.

 

Question 3

Prompt ___________ suggestions for improvement is essential to the success of empowerment.

Question options:

  

   

a) 

review of

 

   

b) 

implementation of

 

   

c) 

feedback on

 

   

d) 

demonstration of

 

Question 4

Which of the following strategies will help organizations move beyond empowerment to enlistment?

Question options:

  

   

a) 

Set up a reward system.

 

   

b) 

Make it clear to all employees     that their ownership is not just wanted and needed but that it is expected.

 

   

c) 

Make it clear to implement     suggestions.

 

   

d) 

Empower employees for     suggestions that are implemented.

 

Question 5

The primary inhibitor of empowerment is:

Question options:

  

   

a) 

theWohcao Syndrome.

 

   

b) 

human nature’s resistance to     change.

 

   

c) 

resistance from employees and     unions.

 

   

d) 

resistance from management.

 

Question 6

___________ leadership is also known as consultative leadership.

Question options:

  

   

a) 

Democratic

 

   

b) 

Participative

 

   

c) 

Situational

 

   

d) 

Autocratic

 

Question 7

The change facilitation model contains which of the following steps?

Question options:

  

   

a) 

Develop a compelling change     picture

 

   

b) 

Conduct a comprehensive     roadblock analysis

 

   

c) 

Monitor and adjust

 

   

d) 

All of the above

 

Question 8

Which of the following is NOT a component of The Juran Trilogy?

Question options:

  

   

a) 

Quality planning

 

   

b) 

Quality control

 

   

c) 

Quality assessment

 

   

d) 

Quality improvement

 

Question 9

The key to motivating people lies in the ability to relate their personal needs to the organization’s:

Question options:

  

   

a) 

mission.

 

   

b) 

vision.

 

   

c) 

initiatives.

 

   

d) 

goals.

 

Question 10

The word that best describes management’s role in employee empowerment is:

Question options:

  

   

a) 

facilitation.

 

   

b) 

leadership.

 

   

c) 

commitment.

 

   

d) 

All of the above

 

Question 11

Which of the following is an element of management’s role in empowerment?

Question options:

  

   

a) 

Commitment

 

   

b) 

Establishing quality circles

 

   

c) 

Establishing customer feedback     mechanisms

 

   

d) 

Being impatient to earn employee     buy-in

 

Question 12

Employee empowerment is:

Question options:

  

   

a) 

employee involvement in decision     making.

 

   

b) 

employee input that is heard,     seriously considered, and followed up on whether it is accepted or not.

 

   

c) 

power of the employee to make     suggestions that will be reviewed by management.

 

   

d) 

power of the employee to make a     decision without management involvement.

 

Question 13

___________ suggests that anything that can go wrong will go wrong.

Question options:

  

   

a) 

The Juran Trilogy

 

   

b) 

Maslow’s Hierarchy

 

   

c) 

Murphy’s Law

 

   

d) 

Truman on leadership

 

Question 14

One of the main reasons why people in organizations resist change is fear of:

Question options:

  

   

a) 

failure.

 

   

b) 

competition.

 

   

c) 

the unknown.

 

   

d) 

multitasking.

 

Question 15

___________ is the phenomenon that exists when people in a group focus more on reaching a decision than on making a good decision.

Question options:

  

   

a) 

Consensus

 

   

b) 

Brainstorming

 

   

c) 

Groupthink

 

   

d) 

Walking and talking

 

Question 16

The ___________ is made compelling by writing it from the perspective of the stakeholders it will be communicated to.

Question options:

  

   

a) 

process plan

 

   

b) 

mission statement

 

   

c) 

corporate vision

 

   

d) 

change picture

 

Question 17

Trust-building strategies include all of the following EXCEPT:

Question options:

  

   

a) 

being consistent.

 

   

b) 

providing employee enrichment.

 

   

c) 

pitching in and helping.

 

   

d) 

taking the blame but sharing the     credit.

 

Question 18

The most effective leaders can be found in what part of an organization?

Question options:

  

   

a) 

Top-level management

 

   

b) 

Mid-level management

 

   

c) 

Lowest paid wage earner

 

   

d) 

All of the above

 

Question 19

Which of the following is a benefit of mentoring?

Question options:

  

   

a) 

Enhances performance

 

   

b) 

Satisfies ISO 9000 standards

 

   

c) 

Decreases the organization’s     retention rate

 

   

d) 

Eliminates the problem of     stewardship

 

Question 20

Which of the following characteristics will help build and maintain followership?

Question options:

  

   

a) 

Autocratic attitude

 

   

b) 

Goal-oriented attitude

 

   

c) 

Competitiveness

 

   

d) 

Sense of purpose

 

Lesson 5 Exam

   

Question 21

When putting together a team, the first step is to:

Question options:

  

   

a) 

determine the team’s purpose.

 

   

b) 

create the team’s charter.

 

   

c) 

identify all potential team     members.

 

   

d) 

focus on team processes.

 

Question 22

The most important factors that combine to magnify the need for training are global competition, rapid and continual change, quality of the existing labor pool, technology transfer problems, and:

Question options:

  

   

a) 

quality of organization.

 

   

b) 

changing demographics.

 

   

c) 

change in productivity.

 

   

d) 

corporate image.

 

Question 23

The oldest and most used method of teaching is the __________ method.

Question options:

  

   

a) 

demonstration

 

   

b) 

conference

 

   

c) 

lecture/discussion

 

   

d) 

simulation

 

Question 24

A group of people become a team when:

Question options:

  

   

a) 

members adhere to team ground     rules.

 

   

b) 

fair distribution of     responsibility and authority exists.

 

   

c) 

people adapt to change.

 

   

d) 

All of the above.

 

Question 25

A fundamental premise of leadership is:

Question options:

  

   

a) 

reward/recognition.

 

   

b) 

setting a positive example.

 

   

c) 

controlling workplace conflict.

 

   

d) 

using collaboration as a guiding     principle.

 

Question 26

Which of the following is NOT classified as a type of team according to Johnson, Katner, and Kikora?

Question options:

  

   

a) 

Environmental improvement team

 

   

b) 

Departmental improvement team

 

   

c) 

Process improvement team

 

   

d) 

Task force

 

Question 27

Which of the following strategies counter the negative influences of advisor and followers?

Question options:

  

   

a) 

Personal identity of members

 

   

b) 

Looking for disagreement among     advisors

 

   

c) 

Relationships among team members

 

   

d) 

Follower’s identity within the     organization

 

Question 28

Topics that are widely addressed in ethics training programs are:

Question options:

  

   

a) 

drug and alcohol abuse.

 

   

b) 

employee theft and sexual     harassment.

 

   

c) 

inaccuracy of books and records.

 

   

d) 

All of the above

 

Question 29

One of the strongest human motivators is:

Question options:

  

   

a) 

compensation.

 

   

b) 

group participation.

 

   

c) 

communication.

 

   

d) 

recognition.

 

Question 30

What percentage of what is seen is remembered and retained?

Question options:

  

   

a) 

50%

 

   

b) 

30%

 

   

c) 

90%

 

   

d) 

10%

 

Question 31

What percentage of what is read is remembered and retained?

Question options:

  

   

a) 

10 percent

 

   

b) 

20 percent

 

   

c) 

30 percent

 

   

d) 

50 percent

 

Question 32

________ communication is communication among groups.

Question options:

  

   

a) 

One-on-one level

 

   

b) 

Team-level

 

   

c) 

Company-level

 

   

d) 

Community-led

 

Question 33

__________ factors are a form of nonverbal communication that include tone, volume, and rate of speech.

Question options:

  

   

a) 

Talking

 

   

b) 

Listening

 

   

c) 

Body

 

   

d) 

Voice

 

Question 34

A strategy used by internal politics that involves the sharing and/or selective withholding of information is:

Question options:

  

   

a) 

coalition building.

 

   

b) 

lobbying.

 

   

c) 

electioneering.

 

   

d) 

spreading of rumors and gossip.

 

Question 35

A strategy used by internal politics that involves the sharing and/or selective withholding of information is:

Question options:

  

   

a) 

coalition building.

 

   

b) 

lobbying.

 

   

c) 

electioneering.

 

   

d) 

the power play.

 

Question 36

Productive conflict is stimulated using methods such as:

Question options:

  

   

a) 

providing immediate feedback.

 

   

b) 

making sure team objectives     support the strategic directions of the organization.

 

   

c) 

requiring employees to identify     the downside when making suggestions.

 

   

d) 

instilling a focus on continuous     improvement.

 

Question 37

Controlling internal politics begins with the organization’s:

Question options:

  

   

a) 

mission.

 

   

b) 

vision.

 

   

c) 

strategic plan.

 

   

d) 

human resources.

 

Question 38

__________ is the best defense against negativity in organizations, and is the best tool for overcoming negativity that has set in.

Question options:

  

   

a) 

Consensus building

 

   

b) 

Communication

 

   

c) 

Role modeling

 

   

d) 

Root cause analysis

 

Question 39

Verbal communication is LEAST effective when:

Question options:

  

   

a) 

reprimanding an employee for     poor performance.

 

   

b) 

promoting a safety campaign.

 

   

c) 

commending an employee for doing     a good job.

 

   

d) 

attempting to resolve conflict     between or among employees.

 

Question 40

Robert Luke offers four guidelines for enhancing the effectiveness of corrective feedback. They are:

Question options:

  

   

a) 

be positive, be prepared, be     realistic, and don’t be completely negative.

 

   

b) 

be positive, be prepared, be     realistic, be accurate.

 

   

c) 

be direct, be prepared, be     realistic, be accurate.

 

   

d) 

don’t be completely negative, be     positive, be brief, and be understanding.