Question 1
Prompt __________ suggestions for improvement is essential to the success of empowerment.
A. review of
B. implementation of
C. feedback on
D. demonstration
Question 2
The appropriate leadership style in a total quality setting might be called __________ leadership taken to a higher level.
A. Democratic
B. Participative
C. Situational
D. Goal-oriented
Question 3
__________ is the phenomenon that exists when people in a group focus more on reaching a decision than on making a good decision.
A. Consensus
B. Brainstorming
C. Groupthink
D. Walking and talking
Question 4
Which of the following is NOT a component of The Juran Trilogy?
A. quality planning
B. quality control
C. quality assessment
D. quality improvement
Question 5
Which of the following is the most appropriate leadership style in a total quality setting?
A. Autocratic
B. Democratic
C. Participative
D. Goal-orientated
Question 6
__________ suggests that anything that can go wrong will go wrong.
A. The Juran Trilogy
B. Maslow's Hierarchy
C. Murphy's Law
D. Truman on leadership
Question 7
Abraham Lincoln believed the following about leadership:
A. Make the hard decisions and stick by them.
B. Persuade rather than coerce.
C. Take responsibility.
D. Believe in yourself when no one else does.
Question 8
__________ leadership is also known as consultative leadership.
A. Democratic
B. Participative
C. Situational
D. Autocratic
Question 9
The most effective leaders can be found in what part of an organization?
A. Top-level management
B. Mid-level management
C. Lowest paid wage earner
D. All of the above
Question 10
Which of the following strategies will help organizations move beyond empowerment to enlistment?
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 11
This step in the Change Facilitation Model is accomplished by conducting face-to-face meetings with employees who are going to have to carry out the practical, day-to-day implementation of the change initiative.
A. Develop a compelling change picture.
B. Design the change implementation plan.
C. Communicate the change picture to all stakeholders.
D. Conduct a roadblock analysis
Question 12
Employee empowerment is:
A. employee involvement in decision making.
B. power of the employee to make suggestions that will be reviewed by management.
C. employee input that is heard, seriously considered, and followed up on whether it is accepted or not.
D. power of the employee to make a decision without management involvement.
Question 13
The __________ is made compelling by writing it from the perspective of the stakeholders it will be communicated to.
A. process plan
B. mission statement
C. corporate vision
D. change picture
Question 14
The rationale for __________ is that it represents the best way to bring the creativity and initiative of the best employees to bear on improving the company's competitiveness.
A. a quality organization
B. empowerment
C. reengineering
D. workforce readiness
Question 15
The key to motivating people lies in the ability to relate their personal needs to the organization's:
A. mission.
B. vision.
C. initiatives.
D. goals.
Question 16
One of the main reasons why people in organizations resist change is fear of:
A. failure.
B. competition.
C. the unknown.
D. multitasking
Question 17
Leadership skills are:
A. inherited.
B. learned.
C. Both A and B
D. None of the above
Question 18
__________ leadership is also known as nondirective leadership.
A. Democratic
B. Participative
C. Situational
D. Autocratic
Question 19
A __________ is a group of employees that meets regularly for the purpose of identifying, recommending, and making workplace improvement.
A. nominal group
B. quality circle
C. integrated team
D. core
Question 20
A strategy used by internal politics that involves the sharing and/or selective withholding of information is:
A. coalition building.
B. lobbying.
C. electioneering.
D. spreading of rumors and gossip.
Question 21
Which of the following is NOT classified as a type of team according to Johnson, Katner, and Kikora?
A. Environmental improvement team
B. Departmental improvement team
C. Process improvement team
D. Task force
Question 22
Which of the following is a strategy of e-learning?
A. E-learning must have a statement of purpose.
B. E-learning works best when there are learning coaches and mentors provided.
C. E-learning requires close supervision and feedback.
D. Build in quality to enhance the e-learning experience.
Question 23
Productive conflict is stimulated using methods such as:
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 24
__________ factors are a form of nonverbal communication that include tone, volume, and rate of speech.
A. Talking
B. Listening
C. Body
D. Voice
Question 25
Verbal communication is least effective when:
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 26
Which of the following strategies counter the negative influences of advisor and followers?
A. Personal identity of members
B. Looking for disagreement among advisors
C. Relationships among team members
D. Follower's identity within the organization
Question 27
Team-building activities should be planned around:
A. the implementation of total quality.
B. the results of the needs assessment.
C. team goals.
D. composite data.
Question 28
Bringing together people who have a common cause or goal is a strategy of internal politicians known as:
A. electioneering.
B. lobbying.
C. rumor mongering.
D. coalition building.
Question 29
When putting together a team, the first step is to:
A. determine the team's purpose.
B. create the team's charter.
C. identify all potential team members.
D. focus on team processes
Question 30
Topics that are widely addressed in ethics training programs are:
A. drug and alcohol abuse.
B. employee theft and sexual harassment.
C. inaccuracy of books and records.
D. All of the above
Question 31
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:
A. quality of organization.
B. changing demographics.
C. change in productivity.
D. corporate image
Question 32
Which of the following character traits promote successful teamwork?
A. Honesty
B. Controlling
C. Impatience
D. Need to be in-charge (bossy)
Question 33
Robert Luke offers four guidelines for enhancing the effectiveness of corrective feedback. They are:
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.
Question 34
A strategy used by internal politics that involves the sharing and/or selective withholding of information is:
A. coalition building.
B. lobbying.
C. electioneering.
D. the power play.
Question 35
__________ communication is communication among groups.
A. One-on-one level
B. Team-level
C. Company-level
D. Community-led
Question 36
Effective leadership by definition requires effective:
A. teamwork.
B. management.
C. communication.
D. facilitation
Question 37
The effective team-building process includes all but which one of the following?
A. Plan.
B. Design.
C. Assess.
D. Execute.
Question 38
Controlling internal politics begins with the organization's:
A. mission.
B. vision.
C. strategic plan.
D. human resources