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398 Cards in this Set
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1. New approaches to management have led to _______ organizations with an emphasis on _____. pg 3
A. more organized , team work B. flatter , teams C. larger , more individualism D. smaller , getting the job done |
Answer:
B. flatter , teams |
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2. Computers have largely transformed what was traditionally regarded as "________". Pg 4
A. bookkeeping work B. accounting work C. research work D. clerical work |
Answer:
D. clerical work |
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3. Especially among public sector employees, it is not enough to have a job that provides sufficient income to support a family and a reasonable retirement. Jobs need to be ________, __________ and _________, in fact, employees will stay at jobs that meet these criteria even if the pay is a little lower. pg 5
A. interesting, meaningful, and enjoyable B. rewarding, meaningful, and enjoyable C. stimulating, meaningful, and rewarding D. meaningful, stimulating, and pleasurable |
Answer:
A. interesting, meaningful, and enjoyable |
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4. Local governments are more likely to be sued because of ______________ than for any other reason. pg 5
A. Constitutional Law Violations B. Equal Employment Law Violations C. Unsafe Work Conditions D. Human Resource Actions |
Answer:
D. Human Resource Actions |
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5. In organizations where teams are used productively, "a supervisor is the decision maker" is no longer a _________ - and supervision is no longer as simple. pg 6
A. given B. management given C. the management way D. management mantra |
Answer:
D. management mantra |
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6. Until the mid-twentieth century, American economic life was dominated by what is often called the __________. pg 5
A. Protestant ethic B. Psychology of entitlement C. Hard workers D. The industrial society |
Answer:
A. Protestant ethic |
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7. A compelling argument can be made that the people most vital to an organizations success are its _____________. pg 8
A. customers B. empolyees C. first-line supervisors D. managers |
Answer:
C. first-line supervisors |
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8. Telecommuting has a number of advantages: for example, it has made it possible for some central offices to be downsized, and it has encouraged employers to focus more on results and outcomes than on "________". pg 4
A. actual work time B. face time C. work time D. total time |
Answer:
B. face time |
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9. Four personal habits (that will help you keep your unit on schedule, decide what tools and resources it needs, determine how to assign work, and ensure that your employees remain motivated) that will help you do all this: pg 6
A. developing self-awareness, building both a personal and professional relationship with your employees, cultivating a positive management attitude, and learning to broker competing interests. B. developing self-awareness, building good working relationships with your employees, cultivating a positive management attitude, and learning to broker competing interests. C. developing self-awareness, building good working relationships with your employees, cultivating a positive work environment, and learning to broker competing interests. D. none of the above |
Answer:
B. developing self-awareness, building good working relationships with your employees, cultivating a positive management attitude, and learning to broker competing interests. |
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10. To protect their local governments from lawsuits, the supervisors of today must be ________. pg 5
A. up to date on all current laws B. proactive C. liability conscious D. aggressive |
Answer:
B. proactive |
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11. In many organizations, the supervisor may be a coach, a team leader, a process facilitator, a mentor, and a change agent - but is not necessarily ________________.pg 5
A. the sole or principal decision maker B. the sole leader in charge C. the one with all the answers D. the job expert |
Answer:
A. the sole or principal decision maker |
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12. As the population ages, government will gradually assume a greater role in the provision of services needed by _______.pg 4
A. younger citizens B. senior citizens C. middle age citizens D. older citizens |
Answer:
D. older citizens |
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13. All supervisors occasionally feel this kind of stress, it is a by-product of acting as a ________, because successful _______ must identify with each party's point of view. pg 8
A. agent , agents B. broker , brokers C. negotiator , negotiators D. trader , traders |
Answer:
B. broker , brokers |
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14. What is the first step to being a good supervisor? pg 6
A. Job Knowledge B. Developing Leadership Skills C. Being a Good Communicator D. Self-Awareness |
Answer:
D. Self-Awareness |
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15. Local government supervisors who served in the ______ might not recognize the work place of the early twenty-first century. pg 2
A. 1950s B. 1960s C. 1970s D. 1980s |
Answer:
C. 1970s |
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16. Partly as a result of these changes in employee attitudes and expectations, top-down, hierarchical management is giving way to _____________. pg 5
A. team work B. Total Quality Management C. self-managed teams D. horizontal management |
Answer:
C. self-managed teams |
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17. Successful supervisors and successful local governments are those that can ________ and _______________. pg 2
A. prioritize and get the job done B. anticipate and plan ahead C. respond to change and get the job done D. anticipate and respond to change |
Answer:
D. anticipate and respond to change |
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18. Variations in normal human response to threat, change, rewards, inclusion, and other factors will continue to make local government supervision _________. pg 2
A. an exact science B. a difficult challenge C. a easy task D. an inexact science |
Answer:
D. an inexact science |
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19. Effective supervisors understand the larger goals and processes of the organization, and how the work of individual employees advances those goals and processes. This kind of understanding is called _______________. pg 7
A. management by walking around B. building good working relationships C. Total Quality Management D. management attitude |
Answer:
D. management attitude |
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20. Leading your employees including handling their complaints _______ and _______ while maintaining the right kind of discipline and order. pg 7
A. properly and efficiently B. efficiently and promptly C. immediately and properly D. properly and promptly |
Answer:
D. properly and promptly |
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21. A(n) _______ percentage of the workforce will change careers several times during forty or more years of working life. In particular, the career goals of Generation Xers are more fluid than those of older workers. pg 5
A. decreasing B. increasing C. large D. small |
Answer:
B. increasing |
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22. Many people today expect their careers to lead to ________ and _________, so they want to know how the work they are doing serves the larger good. pg 5
A. accomplishment , fulfillment B. self-actualization , fulfillment C. self-actualization , accomplishment D. fulfillment , success |
Answer:
B. self-actualization , fulfillment |
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23. The twenty-first century supervisor is often more of a "________" than a commander. pg 6
A. broker B. agent C. facilitator D. negotiator |
Answer:
A. broker |
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24. _________ years ago, most employees said that in selecting an employer, they looked for a stable organization that would be _______________.pg 5
A. Fifty , high paying B. Forty , loyal to them C. Thirty , loyal to them D. Twenty , high paying |
Answer:
B. Forty , loyal to them |
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25. The _______ severely limits a supervisor's freedom to implement nonstandard work schedules that might be more appealing to employees and more efficient for the local government. pg. 4
A. FLSA (Fair Labor Standards Act) B. FMLA (Family and Medical Leave Act) C. FLA (Fair Labor Act) D. ADA (Americans with Disability Act) |
Answer:
A. FLSA (Fair Labor Standards Act) |
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26. All supervisors need to have a good grasp of good management practice, that means Understanding the difference between _________ and _________. pg 12
A. supervising , doing the work yourself B. leading , supervising C. coaching , managing D. leading , managing |
Answer:
D. leading , managing |
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27. Some supervisors are simply more comfortable dealing with strategic direction or with internal operation issues. No supervisor will be equally skilled in all areas of management and __________. pg 12
A. leadership B. counseling C. coaching D. planning |
Answer:
A. leadership |
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28. One popular model of the relationship between management and leadership is the __________. pg 12
A. Competing Ideala Framework B. Brokering Values framework C. Competing Values Framework D. Brokering Ideals Framework |
Answer:
C. Competing Values Framework |
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29. The four categories of the Competing Values Framework Are: pg 12
A. clan skills, adhocracy skills, market skills, and hierarchy skills B. clan skills, adhocracy skills, broker skills, and hierarchy skills C. clan skills, adhocracy skills, market skills, and communication skills D. planning skills, adhocracy skills, market skills, and hierarchy skills |
Answer:
A. clan skills, adhocracy skills, market skills, and hierarchy skills |
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30. A supervisor who has a strong _____ skills is a good team builder,communicates effectively, and works to build employees' confidence in their abilities. pg 12
A. communication B. clan C. adhocracy D. broker |
Answer:
B. clan |
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31. A supervisor who has strong _______ skills can solve problems creatively, articulate a vision, and foster innovation. pg 12
A. adhocracy B. broker C. clan D. market |
Answer:
A. adhocracy |
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32. A supervisor who has strong _____ skills is good at releasing motivation in others, gaining power and influence, and managing conflict. pg 12
A. adhocracy B. market C. leadership D. clan |
Answer:
B. market |
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33. A supervisor who has strong _____ skills is self-aware, and good at managing personal stress, managing time, and solving problems analytically. pg 12
A. adhocracy B. clan C. planning D. hierarchy |
Answer:
D. hierarchy |
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34. _________ and __________ ,lists actions that are generally associated with stability and control and that are usually associated with management. pg13
A. Clan skills , Hierarchy skills B. Leadership skills , Adhocracy skills C. Market skills , Planning skills D. Market skills , Hierachy skills |
Answer:
D. Market skills , Hierachy skills |
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35. ________ and ________lists actions that are characteristic of periods of flexibility or change are generally associated with leadership.pg 13
A. Clan skills , Hierarchy skills B. Leadership skills , Adhocracy skills C. Market skills , Planning skills D. Clan skills , Adhocracy skills |
Answer:
D. Clan skills , Adhocracy skills |
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36. _______ and ________ is most closely associated with the internal maintenance of the organization. pg 13
A. Clan skills , Hierarchy skills B. Leadership skills , Adhocracy skills C. Market skills , Planning skills D. Clan skills , Adhocracy skills |
Answer:
A. Clan skills , Hierarchy skills |
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37. _________ and _________ with "external positioning" - that is, with organization's relationship to its environment. pg 13
A. Clan skills , Hierarchy skills B. Adhocracy skills , Market skills C. Market skills , Clan skills D. Clan skills , Adhocracy skills |
Answer:
A. Clan skills , Hierarchy skills |
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38. _______ set direction, articulate the organizations vision, and act to transform both the individuals and the organization. pg 13
A. Managers B. Leaders C. Planners D. Supervisors |
Answer:
B. Leaders |
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39. ________ administer, monitor, direct, and refine current performance. pg 13
A. Managers B. Leaders C. Planners D. Supervisors |
Answer:
A. Managers |
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40. As a _________, your job is to find out where your strengths are - as a leader, a manager, or both and build on them. pg 13
A. Leader B. Manager C. Supervisor D. Administrator |
Answer:
C. Supervisor |
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41. A ___________ is a clear , succinct of an ideal future - provides a vision of what success would look like. It also generally describes what an organization wants to do. pg 13
A. vision B. mission statement C. vision statement D. mission |
Answer:
B. mission statement |
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42. A _______ generally describes what an organization wants to be. pg 14
A. mission B. vision C. mission statement D. vision statement |
Answer:
D. vision statement |
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43. A _________ offers a picture of what a work unit or organization would be if it completely fulfilled its potential. It is a picture that everyone can be proud of and want to achieve. pg 14
A. mission B. mission statement C. vision D. vision statement |
Answer:
B. mission statement |
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44. A goal is a ________. pg 15
A. plan B. target C. heading D. direction |
Answer:
B. target |
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45. Setting goals means stating what must be done, who must do it, and when it must be completed, it also means ___________. pg 15
A. setting out a plan B. setting a direction C. setting a path D. setting priorities |
Answer:
D. setting priorities |
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46. The most effective supervisors are leaders of closely knit work ______. pg 16
A. groups B. teams C. squads D. units |
Answer:
B. teams |
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47. Two important things happen when a work group becomes a team. First, the workers gain a sense of belonging. Second, the ____________________.pg 16
A. whole becomes greater than the individual members B. team becomes more efficient C. team becomes greater than the sum of its members D. whole becomes greater than the sum of its parts |
Answer:
D. whole becomes greater than the sum of its parts |
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48. Effective supervisors allow the members of their work team to directly participate in many decisions, including planning, goal setting, scheduling, and ___________.pg 17
A. directing B. distributing resources C. make assignments D. allocating resources |
Answer:
D. allocating resources |
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49. Delegating helps employees feel ________.pg 17
A. valued B. appreciated C. respected D. responsible |
Answer:
A. valued |
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50. Supervisors who have the best chance of identifying and resolving problems early on have four characteristics: (Which is not one)pg 17
A. they are amicable B. they budget time to constantly evaluate problems C. they actively watch for small signs of trouble D. they look for trends or patterns that may indicate a problem. |
Answer:
A. they are amicable |
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51. To catch problems while the are still small, it is important to develope ________ an awareness of the feelings of others. _______ acts as a kind of sixth sense that can alert you to trouble ahead. pg 17
A. understanding , compassion B. compassion , sympathy C. sympathy , empathy D. empathy , empathy |
Answer:
D. empathy , empathy |
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52. Effective supervisors are willing and able to ___________ jobs to make them more interesting and challenging. pg 18
A. restructure B. reshape C. redesign D. update |
Answer:
C. redesign |
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53. One excellent way to make jobs more interesting is to ________ the members of your work team. pg 18
A. educate B. redesign the job for C. reward D. cross-train |
Answer:
D. cross-train |
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54. As a supervisor you should use _______ and ________, not processes or level of effort, to measure success. pg 18
A. outcomes , results B. leadership , management skills C. findings , evaluations D. outcomes , evaluations |
Answer:
A. outcomes , results |
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55. The effective supervisor often functions as much as a broker - a go between who works to balance competing interest - as director of work.To be effective in this role, the supervisor must: (Which is not correct)pg 19
A. stay on course with the set strategy B. maintain a steady focus on defined goals C. delegate other work, so as to leave time for brokering among different groups. D. all are correct |
Answer:
A. stay on course with the set strategy |
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56. Clarity about _______ also fosters trust throughout a work group or organization. pg 15
A. the mission B. goals C. priorities D. the vision |
Answer:
B. goals |
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57. As leadership expert ____________ has observed, "People want to be a part of something that makes a difference that transcends the ordinary: they want a star to steer by".pg 29
A. Peter Drucker B. Peter Senge C. Douglas McGregor D. Frances Hesselbein |
Answer:
D. Frances Hesselbein |
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58. Supervisors who want to be effective leaders need to learn how to exert __________.pg 24
A. positive persuasion B. positive social influence C. self motivation D. team work |
Answer:
B. positive social influence |
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59. One thing we do know for certain about leadership is that it has little meaning outside the context of relationships. Thus leadership cannot really be said to occur __________. pg 22
A. with only one participant B. with only one party C. in solitude from others D. in isolation from others |
Answer:
D. in isolation from others |
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60. The bottom line is that your supervisory influence is directly related to two things: 1) how your colleagues and your subordinates perceive your leadership behavior and 2) how your leadership behavior _________.pg 25
A. indirectly affects them B. directly affects them C. leads them into teamwork D. develops teamwork |
Answer:
B. directly affects them |
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61. In its Handbook of Leadership Development, the ____________________, prehaps the most notable organization in America engaged in the business of leadership development, recommends that emerging leaders (and those who are helping leaders to develop) focus on three aspects of leadership. pg 27
A. Center for Creative Leadership B. Ohio State Leadership School C. Center for Developing Leadership Skills D. Duke Leadership Research. |
Answer:
A. Center for Creative Leadership |
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62. The noted management thinker ________ was once asked whether leaders are born. He just responded that some are - but in far to few numbers to make much difference in the world. pg 23
A. Peter Drucker B. H.W. Heinrich C. Douglas McGregor D. Abraham Maslow |
Answer:
A. Peter Drucker |
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63. In sum, Leadership is the exertion of positive ______________. It occurs in the context of formal and informal relationships in all types and sizes of organizations. pg 23
A. communications skills B. social influence C. communication ability D. social direction |
Answer:
B. social influence |
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64. What's most important, however, leadership is a behavior that can be _____ and that the effects can be long lasting.pg 23
A. learned B. taught C. experienced D. understood |
Answer:
B. taught |
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65. Your ________, given anonymity, will give more valid and realistic descriptions of your leadership behavior. pg 24
A. self B. boss C. subordinates D. peers |
Answer:
C. subordinates |
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66. It is essential to understand that formal power and ______ are not absolutely necessary to lead. pg 23
A. authority B. superiority C. masterly D. self - actualization |
Answer:
A. authority |
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67. People are much less likely to be influenced by those whom they perceive as having different _____ and ______ .pg 26
A. ideals and goals B. values and beliefs C. goals and aspirations D. morals and principals |
Answer:
B. values and beliefs |
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68. Since _____, for example, more than 4,000 books with the word leadership in the title have been published in English. pg 22
A. 1985 B. 1990 C. 1995 D. 2000 |
Answer:
C. 1995 |
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69. Leadership fitness can be thought of as having four dimensions:pg 26
A. Physical, Intellectual, Emotional, and Spiritual B. Physical, Loving, Emotional, and Spiritual C. Physical, Intellectual, Emotional, and Moral D. Physical, Intellectual, Loving, and Spiritual |
Answer:
A. Physical, Intellectual, Emotional, and Spiritual |
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70. _________ is an activity - an influence process - in which an individual gains trust and commitment of others and without recourse to formal position or authority moves the group to the accomplishment of one or more tasks. pg 22
A. supervision B. management C. direction D. leadership |
Answer:
D. leadership |
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71. An interesting paradox of leadership is that the more the supervisor has to rely on the power of the role to influence people, the _____ real leadership may be exerted.pg 25
A. more B. less C. greater D. more often |
Answer:
B. less |
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72. ________ is essentially the "story" that peers, subordinates, and others tell about the boss. pg 25
A. Rumors B. Character C. Reputation D. Standing |
Answer:
C. Reputation |
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73. The three conditions for influence are:pg 25
A. Trustworthy, Expert, and Attractive B. Responsible, Expert, and Attractive C. Trustworthy, Expert, and Responsible D. Responsible, Trustworthy, and Honest |
Answer:
A. Trustworthy, Expert, and Attractive |
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74. _________ is thus a two-way process, a relationship that requires the commitment of both parties. pg 23
A. Management B. Supervisor C. Leadership D. Communication |
Answer:
C. Leadership |
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75. Supervisors have three primary sources of influence on the members of their work team (and others): Which is not one? pg 25
A. their role B. their reputation C. their influence D. all are correct |
Answer:
C. their influence |
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76. Your organizational peers and your direct reports - those who are, in a sense, the "________" of your leaderships skills - tend to have the most useful perceptions of your leadership behavior. pg 24
A. customers B. patrons C. consumers D. users |
Answer:
C. consumers |
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77. Leadership is difficult to define clearly. For example, although certain characteristics - such as forcefulness, persuasiveness, and _______ - have all been associated with leadership, many leaders do not seem to posses those particular qualities. pg 22
A. influence B. charisma C. temperament D. charm |
Answer:
B. charisma |
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78. Beginning with Ohio State University studies of leadership in the late 1940s, research has consistently identified two general qualities associated with effective leaders: ________ and ________. pg 23
A. consideration , structure B. attentiveness , order C. respect , experts D. thoughtfulness , experts |
Answer:
A. consideration , structure |
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79. But as organizational theorist __________ observes, "Those in positions of authority are not the source of authority".pg 28
A. Peter Druker B. Peter Senge C. Frances Hesselbein D. Douglas McGregor |
Answer:
B. Peter Senge |
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80. The three aspects of leadership developed from the most notable organization in America are:pg 27
A. Self-management capabilities, Social capabilities, Work - facilitation capabilities B. Self-control capabilities, Social capabilities, Work - facilitation capabilities C. Self-management capabilities, Interpersonal Skills capabilities, Work - facilitation capabilities D. Self-management capabilities, Social capabilities, Leadership capabilities |
Answer:
A. Self-management capabilities, Social capabilities, Work - facilitation capabilities |
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81. Research going back to _________ indicates that the perception of expertise is perhaps the most essential condition for influence. pg 26
A. World War I B. World War II C. The American Revolution D. The Civil War |
Answer:
B. World War II |
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82. When you take on supervisory responsibilities, _______ is more important than ever before. pg 34
A. Communicating B. Planning C. Leadership D. Attitude |
Answer:
B. Planning |
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83. Good Planning can: Help you stay on top of things, Give you time to do those things you must do and want to do, Help produce better results, and ______________________. pg 34
A. Make you a more effective supervisor B. Make your team more efficient C. Reduce Stress D. Increase effectiveness |
Answer:
C. Reduce Stress |
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84. For supervisors, planning means determining: What needs to be done, The order of the tasks, When the work must be completed, What support will be needed to complete it, Who will do the work, and ______________. pg 34-35
A. What the end results will be B. How good the finished product will be C. What if an actions should be taken for improvement D. What the expected quality of the results will be |
Answer:
D. What the expected quality of the results will be |
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85. Planning means: What must be done....When....By _______...and___________.pg 35
A. Who , Why B. Whom , How C. Where , How D. Whom , Why |
Answer:
B. Whom , How |
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86. Good planning is a habit that can be developed. It begins with a premise: the clearer your "_______" is of what you are trying to do, the more likely it is to get done - and get done right. pg 35
A. vision B. idea C. picture D. direction |
Answer:
C. picture |
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87. A good work plan should have the following elements: (Which is not correct?)pg 35-36
A. A clear statement of the specific work goals to be accomplished B. A detailed description of the plan C. A schedule that details the people and supplies that are needed to reach the goals D. A description of the ways to measure progress and results. |
Answer:
B. A detailed description of the plan |
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88. Studies have shown that good planning gets _________.pg 36
A. good outcomes B. great outcomes C. good results D. desired results |
Answer:
C. good results |
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89. The main steps in making a plan are: pg 36
A. stating goals, streamlining the work, listing objectives, tasks, and activities, scheduling resources, and checking on the progress of the work. B. listing goals, streamlining the work, stating objectives, tasks, and subtasks, scheduling resources, and checking on the progress of the work. C. stating goals, streamlining a plan, listing objectives, tasks, and subtasks, scheduling resources, and checking on the progress of the work. D. stating goals, streamlining the job, listing objectives, subtasks, and activities, scheduling resources, and following-up on the progress. |
Answer:
A. stating goals, streamlining the work, listing objectives, tasks, and activities, scheduling resources, and checking on the progress of the work. |
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90. Goal statements should be SMART, and acronym that means:pg 36
A. Specific, Measurable, Attainable, Results based, Time bound B. Specific, Measurable, Achievable, Results based, Time bound C. Specific, Measurable, Attainable, Results based, Teamwork oriented D. Special, Minute, Attainable, Results based, Time bound |
Answer:
A. Specific, Measurable, Attainable, Results based, Time bound |
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91. Good planning also means breaking each goal down into:__________________________ that must be preformed in order to reach that goal. pg 36
A. Objectives, Tasks, Subtasks B. Objectives, Subtasks, and Activities C. Objectives, Tasks, and Subtasks D. Objectives, Tasks, and Activities |
Answer:
D. Objectives, Tasks, and Activities |
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92. A _______ is a series of actions that lead to the completion of work. Everything we do at work is a part of a ___________. pg 36
A. work activity , work activity B. work process , work process C. work mechanism , work mechanism D. work technique , work technique |
Answer:
B. work process , work process |
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93. The most important aspect of this job (planning) is _____________.pg 37
A. constantly look for ways to increase the efficiency and effectiveness of the work process B. Scheduling the time for the people doing the work C. Streamlining the work process D. Clearly stating goals and indicating their priority and sequence |
Answer:
B. Scheduling the time for the people doing the work |
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94. Good supervisors constantly ask the following questions:pg 38-39
A. Are we on course? Is the work being done properly? Are the quality and service level as expected? Can we improve our process for next time? Could any part of the operation be improved by teaching new skills? B. Are we on schedule? Is the work being done correctly? Is the work acceptable? Can we improve our process for next time? Could any part of the operation be improved by teaching new skills? C. Are we on schedule? Is the work being done correctly? Are the quality and service level as expected? Can we improve our process for next time? D. Are we on schedule? Is the work being done correctly? Are the quality and service level as expected? Can we improve our process for next time? Could any part of the operation be improved by teaching new skills? |
Answer:
D. Are we on schedule? Is the work being done correctly? Are the quality and service level as expected? Can we improve our process for next time? Could any part of the operation be improved by teaching new skills? |
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95. Remember that good supervisors routinely check on the progress and quality of the work. That means checking on your employees' performance -- not pg 39 ___________________.
A. conducting management by walking around B. micro managing your employees C. doing your employees work for them D. checking up on the employees themselves |
Answer:
D. checking up on the employees themselves |
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96. If your are going to earn your employees's respect as a team leader, they should feel that you ________. pg 39
A. have faith in them B. trust them C. have confidence in them D. accept them for who they are |
Answer:
B. trust them |
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97. A good ______ identifies the goals and standards that have been established for specific jobs within an organizational unit or function. pg 39
A. plan B. supervisor C. manual D. manager |
Answer:
C. manual |
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98. All _______ are work, but not all work is a _______. pg 39
A. jobs , job B. jobs , project C. projects , job D. projects , project |
Answer:
D. projects , project |
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99. The five major tasks in project management are: pg 40
A. Organizing, Planning, Executing, Controlling, and Closing B. Organizing, Planning, Executing, Evaluating, and Closing C. Initiating, Planning, Executing, Evaluating, and Closing D. Initiating, Planning, Executing, Controlling, and Closing |
Answer:
D. Initiating, Planning, Executing, Controlling, and Closing |
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100. To carry out the tasks you have listed, you will probably need to break them down into specific _________. pg 37
A. assignments B. jobs C. task D. activities |
Answer:
D. activities |
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1. What is the grapevine? pg 48
A. communication system of the informal organization B. communication system of the informal and formal organization C. communication among different organizations D. communication system of the formal organization |
Answer:
A. communication system of the informal organization |
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2. In reference to team work the bottom line is? p 52
A. teamwork is good business B. sets a daily occupational standard C. allowed if you can work as an individual D. is good only in line organizations |
Answer:
A. teamwork is good business |
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3. As supervisor, your task is to (choose the wrong answer) page 46
A. to ensure team members play an active role in the decisions that are made on the job. B. building and maintaining an efficient team. C. develop ways for team members to fully participate in the way their jobs are structured. D. to find opportunities to use the special talents of each member. |
Answer:
B. building and maintaining an efficient team. |
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4. The informal organization is shaped by a number of factors, including employees'(choose the wrong answer) 48
A. preferences B. interests C. affiliations D. capacity |
Answer:
D. capacity |
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5. Effective supervisors who are successfully building a team work with their employees in the following ways. pg 57
A. Share decisions about planning and scheduling work B. Encourage employees to give honest opinions C. Help each member of the group to understand the work, get personal satisfaction D. they do not undersupervise of oversupervise E. All are correct |
Answer:
E. All are correct |
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6. A good strategic plan focuses on (which is not correct) pg 52
A. Improving management B. employees growth and development C. Program goals D. The long-range future of the organization and the community |
Answer:
C. Program goals |
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7. Teamwork is about working together to ? page 52
A. improve work processes, work culture, quality of service, and results citizens get for their tax dollars B. improve work procedures, ethics, and quality of work dynamic strategies on a on going basis C. about working together to improve the work culture, citizens lives, and the gross national product D. about people liking each other, their jobs, and the their daily responsibilities. |
Answer:
A. improve work processes, work culture, quality of service, and results citizens get for their tax dollars |
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8. In reference to Quality organizations, Continuous improvement is,
A. systematic approach to improving the step-by-step ways in which work gets done B. customer needs and expectations define the quality targets C. embracing the idea that every process can be improved- and, after it is improved, can be made better again and again. D. will not occur until the local government leadership develops a vision of where the organization is going |
Answer:
C. embracing the idea that every process can be improved- and, after it is improved, can be made better again and again. |
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9. Empowering team members to take responsible control of their______ means helping them to develop confidence in their own abilities and encouraging them to respect themselves and each other. pg 56
A. career growth B. job growth C. work life D. key values |
Answer:
C. work life |
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10. From the major model of formal organizations this organization has its own department, and that department is head up by an expert or specialist in that function. p48
A. Functional B. Quality Improvement C. Project D. Program |
Answer:
A. Functional |
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11. The parts of an organizational _______ have to be put together so that the whole system functions smoothly and the work is done effectively as possible. Caption page 47
A. System B. chart C. Structure D. Puzzle |
Answer:
D. Puzzle |
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12. Which steps as a supervisor builds a close-knit, highly motivated, productive work team?(which is not) pg 55-56
A. set goals with your team members B. get feedback from your team members C. hold frequent meetings with team members D. set the standards for the team members |
Answer:
D. set the standards for the team members |
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13. ________ creating a career ladder within your work unit will enable those who achieve success in their work to move forward to new challenges. page 57
A. Job Growth B. Work Life C. Career Growth D. Growth Chart |
Answer:
C. Career Growth |
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14. The common thread in quality improvement organizations page 52
A. people know the work best B. is a flatter structure with fewer levels C. is the managements job is to command and control D. there are more levels and less direct interaction between people |
Answer:
B. is a flatter structure with fewer levels |
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15. This stage is characterized by the beginnings of cohesiveness and closeness among group members. page 55
A. norming B. performing C. storming D. forming |
Answer:
A. norming |
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16. One of your roles of a supervisor is to plan ahead for the future supervisory needs of your organization. One way to do this is by __________ to employees you believe have potential. pg 57
A. giving motivation B. being a mentor C. giving more authority D. being a role model |
Answer:
B. being a mentor |
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17. Quality improvement organizations: (choose the wrong answer) page 50
A. Decrease the cost of services by reducing the waste, error, and duplication effort B. Provide better services to increase customer satisfaction C. is particularly useful for special projects ,such as construction D. Increase employee involvement and improve moral |
Answer:
C. is particularly useful for special projects ,such as construction |
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18. _________ means giving employees the chance to develop their skills and to use talents that they may not ordinarily use on the job. page 57
A. Job enrichment B. Career growth C. Mentoring D. Continuous improvement |
Answer:
A. Job enrichment |
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19. From the major models of organizations this organization is the simplest type. p48
A. Line-and-staff B. Line C. Program D. Functional |
Answer:
B. Line |
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20. Mentors offer encouragement to members of the organization who can benefit from page 57
A. peer support B. one-on-one support C. direct support D. management support |
Answer:
B. one-on-one support |
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21. An excellent way to get to know a team members characteristics and behavior patterns is through a self-evaluation instrument. One such instrument on the market is the Myers-Briggs Type Indicator or the DISC Personal Profile. (DISC stands for?) pg 57
A. dominance, individuality, steadiness, and control B. dominance, influence, steadiness, and conscientiousness C. dominance, influence, stability, and confidence D. drive, individuality, stability, and conscientiousness |
Answer:
B. dominance, influence, steadiness, and conscientiousness |
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22. In the specific advantages of using teams the presence of different ______, ________, and________ maximizes the strength of the group and produces better decisions. (which is not) page 52
A. views B. perspectives C. skills D. attitudes |
Answer:
D. attitudes |
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23. This stage is marked by conflict, mainly over who will lead the group. page 54
A. norming B. storming C. performing D. forming |
Answer:
B. storming |
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24. An organizational chart: page 46
A. shows how one unit works with the organization. B. shows how one unit works with all the other units. C. shows how the people in an organization are supposed to work together. D. shows who is responsible for whom, who reports to what, and how each person is expected to relate to the organization. |
Answer:
C. shows how the people in an organization are supposed to work together. |
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25. Which organizational model is often used by public safety departments? page 48
A. Line-and-staff B. Quality Improvement C. Line D. Functional |
Answer:
C. Line |
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26. The period between classes should be long enough to allow employees to absorb the material but short enough so that they will not forget form one session to the next. __________ sessions would be better pg 71
A. Monthly four-hour B. Daily one-hour C. Weekly one-hour D. Weekly four-hour |
Answer:
C. Weekly one-hour |
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27. A reason to conduct a good interview : you are not only interviewing, you are ____________.pg62
A. leaving an impression B. being asked question C. showing who is the boss D. being interviewed |
Answer:
D. being interviewed |
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28. Three of your most important tasks as a supervisor are ____, ____and _____ the people assigned to your job area.
A. Selecting, evaluating, training B. Recruiting, selecting, training C. Selecting, orienting, training D. Recruiting, orienting, training |
Answer:
C. Selecting, orienting, training |
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29. Your interview will be more successful if you ____? ( choose the incorrect answer) pg 64
A. put the applicant and you at ease B. phrase questions so that they will give you the information you need C. listen carefully D. write down you observations within 30 minutes after your interview |
Answer:
D. write down you observations within 30 minutes after your interview |
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30. Supervisors can spend more time planning ahead and preventing problems if routine work is handled by _________, ________ employees. p68
A. reliable, seasoned B. capable, well-trained C. reliable, capable D. skilled, well-trained |
Answer:
B. capable, well-trained |
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31. The first _____ is critical to making a new employee feel welcome and at home.pg 66
A. day B. week C. two weeks D. couple of hours |
Answer:
A. day |
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32. After the initial first week a supervisor can schedule a _______ review of the employees work for at least the first ________. pg 67
A. weekly, six months B. monthly, year C. monthly, six months D. weekly, year |
Answer:
C. monthly, six months |
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33. Studies show if there is no time to practice 65 percent of the instruction is forgotten ______ after a task is learned. 71
A. one month later B. one hour later C. one day later D. one week later |
Answer:
C. one day later |
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34. Some people learn best through (which is not) pg 68
A. active listening B. abstract conceptualization C. concrete experience D. traditional reflective class-room enviroment |
Answer:
A. active listening |
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35. Ways to make your interview more successful include? p64
A. put the applicant and yourself at ease B. listen carefully and write down your observation promptly after the interview C. phrase questions that are often difficult to answer D. both A and B |
Answer:
D. both A and B |
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36. Knowing that people learn in different ways can help you to present material in a way that fits employees______? P 70 caption
A. learning styles B. conceptual styles C. traditional learning D. learning concepts |
Answer:
A. learning styles |
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37. (Setting up Training Programs) Training employees for their jobs and developing their skills and abilities is an important responsibility for the ______. pg 68
A. new team concept B. supervisor C. in-different supervisor D. tough driving boss |
Answer:
B. supervisor |
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38. The four main ingredients of a job orientation program are: pg 66
A. making new employee feel welcome, discussing expectations, explaining and informing, setting up a check back system B. making a new employee feel welcome, explaining and informing, asking specific questions, setting up a check back system C. allowing employee to feel welcome, coaching , mentoring, training D. selecting, orienting and training |
Answer:
A. making new employee feel welcome, discussing expectations, explaining and informing, setting up a check back system |
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39. Studies show that if there is no time to practice, __ percent of the instruction is forgotten one hour after a task is learned, __ percent one day later, and __ percent one week later. pg 71
A. 45, 55, 65 B. 50, 60, 70 C. 55, 65, 75 D. 60, 70, 80 |
Answer:
C. 55, 65, 75 |
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40. For the first ____ to ______, the person on a new job is under some pressure. pg 67
A. three to six months B. two to three months C. three to six weeks D. two to three weeks |
Answer:
A. three to six months |
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41. You can often tell a lot about people by ____________.pg 66 caption
A. their body language. B. the kind of questions they ask. C. their attitude during the interview. D. the way the dressed for the interview. |
Answer:
B. the kind of questions they ask. |
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42. When welcoming a new employee,if the employee is made to feel like an important addition to your work team from the outset he or she will feel ______ to be working with you. pg 66
A. delighted and encouraged B. motivated and encouraged C. enthused and motivated D. motivated and happy |
Answer:
D. motivated and happy |
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43. The Americans with Disability Act requires employers to ? p62
A. treat the disabled like a friend not an enemy B. ensure that job descriptions contain accurate information , concerning the job C. when interviewing a disabled employee, make eye contact D. have personal knowledge of the employees disability documented in a file |
Answer:
B. ensure that job descriptions contain accurate information , concerning the job |
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44. Most new employees will have moments when they wonder, _____________. pg 67
A. "Is this the right job for me?" B. "Why am I not in charge?" C. "Can I really do this job?" D. "How am I going to fit into this organization?"Answer: Answer: |
Answer:
C. "Can I really do this job?" |
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45. In a rapidly changing environment, training is _______ and ________.
A. hands-on and relevant B. stimulating and interesting C. relevant and important D. important and continuous |
Answer:
D. important and continuous |
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46. Early in the orientation period two points should be made clear, they are? pg 67
A. what you expect of the employee, and what the employee expects from the job B. what the employee should expect from the job, and what the employee expects from management C. what work they will be performing, and who does what. D. where things are, and how things are done. |
Answer:
A. what you expect of the employee, and what the employee expects from the job |
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47. Patience is an important ingredient in successful training, you will also need to provide employees with ample time to practice tasks. Practice makes perfect-and ________ pg 71 bottom
A. so does your daily activities B. so does the employes learning curve C. so does ample knowledge of your job D. so does feedback from you |
Answer:
D. so does feedback from you |
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48. If you can examine your __________ in advance, you can stop yourself from making an unfair and perhaps illegal- employment decision. pg 64
A. personal beliefs B. personal biases C. prejudices D. attitude |
Answer:
B. personal biases |
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49. One of the first things you should do is provide the employee with a(n) pg 66
A. employee handbook B. organization chart to show them where they fit in to the organization C. name tag D. assigned office or personal space to put personal belongings |
Answer:
D. assigned office or personal space to put personal belongings |
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50. Adults learn best if they are _________. pg 71
A. scared B. at ease C. relaxed D. comfortable |
Answer:
B. at ease |
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51. How many days notice will communicate that you want them to properly prepare for the session? (planning the interview pg 82)
A. three to five B. one to two C. seven to fourteen D. ten to twenty |
Answer:
C. seven to fourteen |
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52. An improperly constructed or administered performance appraisal can result in charges of discrimination under Title VII of the Civil Rights Act of ________ if the appraisal instrument has an adverse impact on protected groups. 83
A. 1969 B. 1980 C. 1964 D. 2000 |
Answer:
C. 1964 |
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53. (Evaluation and Compensation) Most of the discussions a supervisor has with employes about performance should be _____, - that is focused on improving performance in the future. p83
A. developmental B. critical C. honest D. tough |
Answer:
A. developmental |
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54. Effective supervisors treat performance evaluations as a(n) _________, not a once-a-year activity.pg 76
A. on-going event B. effective motivator C. part of their job D. continuous process |
Answer:
D. continuous process |
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55. Evaluation of an employee's performance is expected and needed in local government to help (which is not correct) p77
A. improve employee performance B. improve communication with employees C. provide an avenue for employee development D. provide a written record of employee responsibilities |
Answer:
D. provide a written record of employee responsibilities |
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56. The ________ occurs when the supervisor rates an employee on the basis of a recent occurrence. (appraisal pitfalls 83)
A. Central Tendency Effect B. Halo Effect C. Personal Bias D. Recency Factor |
Answer:
D. Recency Factor |
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57. (Evaluations) Not only are first impressions frequently wrong but, _____, ____, ____and even ______ impressions can be wrong as well. pg 78
A. third, fourth, fifth B. second, third, fourth, tenth C. third, fifth, ninth, eleventh D. first, second, third, sixth |
Answer:
B. second, third, fourth, tenth |
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58. (evaluations) Most supervisors do not provide enough information at the same time most_____ fail to ask enough questions because they are afraid how much they need to learn. p 78
A. new supervisors B. new employees C. new manager D. new trainees |
Answer:
B. new employees |
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59. (Evaluation and Compensation) The performance appraisal conference should focus on how the employee can improve performance or maintain a high level of performance not on the _______ p83
A. his annual raise and increase in benefits B. crappy job you show up to on a daily basis C. dollar value or the percentage of the employee's next annual salary increase D. net worth of the company stock and average annual wage increase |
Answer:
C. dollar value or the percentage of the employee's next annual salary increase |
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60. The evaluation process establishes _______ that you and your employer can measure performance and provides valuable feedback for both you and the employee. pg 76
A. criteria B. guidelines C. organization D. benchmarks |
Answer:
D. benchmarks |
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61. (Conducting the interview) At the beginning of the meeting, state the purpose of the interview and the ______ p82
A. direction your staff wants you to follow B. objectives needed to be followed C. focus on employee development D. specific goals of the meeting |
Answer:
D. specific goals of the meeting |
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62. A ______ evaluation also provides for employees to give their supervisors feedback abut the supervisors own performance. pg 77
A. bi-annually B. formal C. informal D. yearly |
Answer:
B. formal |
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63. The annual evaluation is not a place for ___________. p 80
A. praise B. reprimands C. negative comments D. planning for the future |
Answer:
B. reprimands |
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64. (Evaluations) Not only are first impressions frequently wrong , this is because we often confuse our own ______ , _______, and _______ with the behavior we observe in others. pg 78
A. values, needs, attitudes B. beliefs, needs, attitudes C. values, wants, attitudes D. beliefs, wants, attitudes |
Answer:
A. values, needs, attitudes |
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65. Evaluations should begin ___________ and a personnel file is opened. pg 78
A. first day at work B. after training is completed C. the day a person accepts a job D. an employees first three to six months |
Answer:
C. the day a person accepts a job |
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66. You should review the _______ point-by-point with the employee, make sure you have a copy of the completed report available for the employee to read along with. (conducting the interview) pg 82
A. appraisal report B. evaluation C. discipline D. interview |
Answer:
A. appraisal report |
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67. During the first ________, the supervisor should help the new employees understand their responsibilities, assignments, authority, and relationships with other departments and people. (pg 78 evaluations)
A. week B. year C. one to three months D. three to six months |
Answer:
D. three to six months |
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68. The following are common types of appraisal pitfalls: (which is not one) pg 83
A. Central tendency effect B. Personal bias C. Halo effect D. Reward past perfomance |
Answer:
D. Reward past perfomance |
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69. (evaluations) Whether or not a major improvement in job performance is needed, it is critical to have _____?p 80
A. an informal evaluation interview B. a formal evaluation interview C. goal stating interview D. job analysis interview |
Answer:
B. a formal evaluation interview |
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70. If supervisors make decisions about performance on the basis of ________ of employees, they may be wrong. p 77
A. previous evaluations B. performance C. people's abilities D. informal impressions |
Answer:
D. informal impressions |
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71. Evaluations are an important part of your efforts to help employees fully develop their __________.pg 76
A. skills B. work potential C. work effort D. abilities |
Answer:
B. work potential |
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72. Without __________ commitment or standardized procedures for everyone to follow, evaluations are too easily put off. pg76
A. management B. supervisory C. organizational D. agency |
Answer:
C. organizational |
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73. The ____________ happens when the supervisor rates everyone at the midpoint of the scale, regardless of performance. (appraisal pitfalls 83)
A. Halo Effect B. Central Tendency Effect C. Recency Factor D. Balancer Effect |
Answer:
B. Central Tendency Effect |
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74. Goals should be challenging but _______. pg 78
A. attainable B. realistic C. valid D. optimistic |
Answer:
B. realistic |
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75. The _________ occurs when the supervisor lets performance in one area influence the ratings for the other areas.(appraisal pitfalls)
A. Halo effect B. Central Tendency C. Leniency D. Recency factor |
Answer:
A. Halo effect |
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76. _____ is the receivers response to a message---an important part of the two-way communication process. p 93
A. general communication B. formal communication C. feedback D. paralanguage |
Answer:
C. feedback |
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77. _______ and personal style are both forms of nonverbal communication. p91 caption
A. paralanguage B. body language C. cultural backgrounds D. facial expression |
Answer:
D. facial expression |
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78. Communication also occurs nonverbally- through ________.p88
A. hand gestures B. facial expressions and posture C. silence D. all of the above |
Answer:
D. all of the above |
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79. Effective communication is a necessary part of ________ supervision. p 88
A. good B. effective C. excellent D. positive |
Answer:
B. effective |
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80. _____ communication is the most obvious form of symbolic communication. 89
A. informal B. formal C. verbal D. symbolic |
Answer:
C. verbal |
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81. This type of communication, when used well can be one of the most effective tools at a supervisors disposal. 96
A. informal communication B. symbolic communication C. open communication D. electronic communication |
Answer:
D. electronic communication |
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82. Poor communication can lead to ?(which is not correct) p88
A. conflict B. resistance to change C. low morale D. ineffectiveness |
Answer:
D. ineffectiveness |
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83. Studies show that ______ percent or more of the supervisor's day is spent on some form of verbal communication. p88
A. 75 B. 60 C. 80 D. 90 |
Answer:
C. 80 |
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84. ________ this type of nonverbal communication, involves the position or movement of the body
A. Paralanguage B. Body language C. noise D. symbolic |
Answer:
B. Body language |
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85. _________ is a key component of effective communication, means understanding what the other person is saying. 94
A. communicating B. listening C. hearing D. feedback |
Answer:
B. listening |
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86. (Non-Verbal Messages) This is a form of non-verbal communication, your clothes, the way you carry yourself, volume you use when you speak, reflects who you are., 90
A. meaning communication B. non verbal ques C. symbolic communication D. personal style |
Answer:
D. personal style |
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87. Identify some basic guidelines for active listening. Find the correct statement p95
A. Listen to the tone of the employee, paraphrase, make constant eye contact, ask questions that have a yes or no answer B. Listen to what the employee is saying, try to identify and acknowledge employees feelings, paraphrase, ask open ended questions. C. listen to what the employee and make judgements, paraphrase, identify the employees feelings, ask open ended questions D. Try to be sensitive towards the employee, try not to judge the employee, select only simple language, be respectful when speaking with employees |
Answer:
B. Listen to what the employee is saying, try to identify and acknowledge employees feelings, paraphrase, ask open ended questions. |
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88. There are two types of communication, What are they? p89
A. past and present communication B. one way and two way C. formal and informal D. silent and verbal |
Answer:
B. one way and two way |
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89. This type of communication concerns how something is said rather what is said. p89
A. medium B. feedback C. paralanguage D. verbal |
Answer:
C. paralanguage |
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90. A spoken message delivered today may be one that you respond to tomorrow by _______
A. phone B. fax C. email D. texting |
Answer:
C. email |
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91. The exchange of information, facts, ideas, and meanings is p89
A. noise B. communication C. non-verbal message D. paralanguage |
Answer:
B. communication |
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92. (Communication) Remember that it is always better to ask for and to give more information _____ than it is to be disappointed by the results _______. 89
A. in the present, in the past B. today, tomorrow C. now, later D. this year, next year |
Answer:
C. now, later |
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93. A good way to counteract resistance to feedback is by asking your employees______ p93
A. monitor your reaction and then provide feedback B. to listen and provide a written responce C. offer feedback, do not try to impose it, only deal in specifics D. to give you feedback as well on your own performance |
Answer:
D. to give you feedback as well on your own performance |
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94. The________: the person who is talking, writing, calling, or communicating non-verbally. 89
A. message B. sender C. medium D. feedback |
Answer:
B. sender |
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95. Most people in organizations think of themselves as _________. p 88
A. Poor Communicators B. Natural Communicators C. Involved Communicators D. Excellent Communicators |
Answer:
D. Excellent Communicators |
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96. ___________ occurs when the sender transmits informations, facts, ideas, and meanings to the receiver and receives some form of response.89
A. normal communication B. noise C. effective communication D. two-way communication |
Answer:
D. two-way communication |
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97. The supervisor must consider ________ as well as _________ aspects of communication 89
A. nonverbal, verbal B. body language, paralanguage C. sender, receiver D. effective, ineffective |
Answer:
A. nonverbal, verbal |
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98. Other barriers to communication may arise in the _______. p91
A. message B. feedback loop C. noise D. facial expressions |
Answer:
B. feedback loop |
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99. One barrier to communication occurs when the ______ jumps to conclusions or hears only what he or she wants to hear. p92 caption
A. messenger B. sender C. receiver D. supervisor |
Answer:
C. receiver |
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100. _______: the message the receiver gives the sender. 89
A. noise B. medium C. feedback D. facts |
Answer:
C. feedback |
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1. The mentoring relationship, when managed successfully, is one of _____________, learning and development. pg. 108
A. collaborative growth B. mutual benefit C. personal satisfaction D. frequent review |
Answer:
A. collaborative growth |
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2. ___________ is acknowledging and affirming another’s emotional state, without taking that emotional state on as your own. pg. 106
A. Empathy B. Caring C. Counseling D. Concern |
Answer:
A. Empathy |
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3. Mentoring relationships can be either ________ or ____________. pg 108
A. informal or formal B. professional or unprofessional C. planned or unplanned D. spontaneous or planned |
Answer:
A. informal or formal |
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4. Coaching employees for ________________ is an invaluable skill for the effective supervisor. pg. 105
A. goal targeting B. improved performance C. improvement D. learning opportunities |
Answer:
B. improved performance |
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5. _______________ - Ongoing communication with employees. pg. 104
A. Feedback B. Counseling C. Organization D. E-mail |
Answer:
A. Feedback |
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6. Coaching means ______________ both organizational and personal goals. pg. 103
A. combining B. communicating C. prioritizing D. ignoring |
Answer:
B. communicating |
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7. By using the skills of ___________, _____________ and ____________, you can strengthen your work team, raise morale and diffuse conflict. pg. 102
A. leadership, supervision and management B. communications, organization and flow C. selecting, orienting and training D. coaching, counseling, and mentoring |
Answer:
D. coaching, counseling, and mentoring |
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8. As a supervisor, you should constantly be looking for __________ - times when you can create learning opportunities for your employees. pg. 105
A. training seminars B. mistakes C. teachable moments D. peer pressure |
Answer:
C. teachable moments |
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9. Maintaining a _____________________________ is just as much a part of successful supervision as keeping up with reports, dealing with customers and meeting performance objectives. pg. 105
A. strictly professional atmosphere B. harmonious work environment C. value added mentality D. ongoing relationship with internal affairsAnswer: Answer: |
Answer:
B. harmonious work environment |
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10. ___________ means taking an interest in your employees. pg. 106
A. Caring B. Learning C. Feedback D. Listening |
Answer:
D. Listening |
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11. _____________, which can allow employees to take on responsibilities that are outside their regular work routine, can improve performance by requiring the mastery of new skills. pg. 104
A. Delegation B. Cross Training C. Outsourcing D. Job Enrichment |
Answer:
A. Delegation |
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12. To be an effective coach, you must communicate to your employees what the _____ is for your team. pg. 103
A. plan B. goal C. theory D. vision |
Answer:
D. vision |
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13. If you want to establish a formal mentoring relationship on your own, you should do all the following except: (pg. 108)
A. Schedule regular meetings B. Set a time limit on the relationship of not more than a year C. Document all shortcomings immediately D. Ideally, a supervisor would not formally mentor direct reports |
Answer:
C. Document all shortcomings immediately |
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14. __________ means respecting your employees' individual characteristics and preferences, understanding their need for time or personal space, and accepting their opinions, beliefs, and emotions as valid, even if they are not your own. pg. 106
A. Empathy B. Caring C. Compassion D. Sympathy |
Answer:
B. Caring |
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15. Coaching, counseling, and mentoring demand three distinct skill sets. The coach is trying to improve ________ and ________. pg 102
A. work and productivity B. performance and abilities C. morale and work ethic D. performance and productivity |
Answer:
B. performance and abilities |
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16. One of the secrets of successful leadership is the ability to _________, _________ and __________ other talented people. pg. 102
A. select, orient and train B. identify, sustain and inspire C. organize, motivate and lead D. lead, supervise and manage |
Answer:
B. identify, sustain and inspire |
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17. Effective coaches recognize that the _____________ can foster learning and growth pg. 103
A. informal mentoring B. formal mentoring C. smallest incidents D. constant evaluation |
Answer:
C. smallest incidents |
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18. A __________ acts as a role model and provides opportunities for personal and professional growth. pg. 102
A. coach B. mentor C. ineffective supervisor D. goal oriented leader |
Answer:
B. mentor |
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19. One way to coach your employees is to offer them “_______________” – tasks that are outside their regular duties and that allow them to develop their skills and talents. pg. 103
A. stretch assignments B. cross training C. job redesign D. constructive criticism |
Answer:
A. stretch assignments |
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20. As a , an _______________, you have a responsibility to your employees - not to solve their problems for them, but to assist them in seeking solutions for themselves. That is the essence of the counseling role. pg. 105
A. Counselor B. Mentor C. Coach D. Effective Supervisor |
Answer:
D. Effective Supervisor |
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21. Which of the following is incorrect: When building mentoring relationships, (pg. 109)
A. you are communicating to your employees that you value their contributions, B. support the growth of their skills and abilities C. require indirect feedback through formal counseling D. care about their personal and professional development |
Answer:
C. require indirect feedback through formal counseling |
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22. The three parts to delegation are ___________, _________ and __________. pg. 104
A. learning, training and practical application. B. selecting orienting and training. C. cross training, outsourcing and practical application. D. responsibility, authority and accountability. |
Answer:
D. responsibility, authority and accountability. |
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23. Any decline in an employee’s performance, regardless of what you think the source may be, is cause for ____________. pg 106
A. immediate action B. organized response C. formal counseling D. concerned action |
Answer:
D. concerned action |
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24. ______________don’t win by making last-second decisions. pg 102
A. Effective coaches B. Strong leaders C. Organized mentors D. TPD Staff |
Answer:
A. Effective coaches |
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25. _________ is acknowledging and affirming another's emotional state, without taking that emotional state on as your own. pg. 106
A. Sympathetic B. Compassion C. Empathy D. Caring |
Answer:
C. Empathy |
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26. The supervisors job is to find ways to (pg. 115)
A. direct employee attitudes through constant supervision B. document all errors by employees and notify them "immediately" and "on the spot" C. release higher levels of motivation in each employee D. ensure all employees are supervised with only one supervisory strategy |
Answer:
C. release higher levels of motivation in each employee |
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27. Generally speaking, employees desire: pg. 116 (WHICH OF THE FOLLOWING IS NOT CORRECT)
A. a fair and accurate performance appraisal system. B. a demonstrated concern for workers' job satisfaction. C. direct supervision and immediate positive appraisal of his, her work. D. recognition and acknowledgement of good work. |
Answer:
C. direct supervision and immediate positive appraisal of his, her work. |
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28. Schein's theory suggest that ______________. pg. 114
A. no one supervisory strategy will work for all people at all times. B. employees will always adjust to a supervisor's strategy of leadership. C. any supervisory strategy will work for all employees. D. a supervisor should only use on supervisory strategy and not consider its effect on his, her subordinates. |
Answer:
A. no one supervisory strategy will work for all people at all times. |
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29. The challenge for the supervisor is determining_________. pg. 114
A. what the goals of the organization are and adjust those goals to keep employees happy with their work. B. determine what an employee's goals are and ensure they are met irregardless of the effect on the organization's goals and objectives. C. allow employees to determine the organization's goals and objectives as long as those objectives include a unrealistic production quota. D. what each employee's individual needs are and attempting to satisfy those needs in a way that also contributes to the goal of the organization. |
Answer:
D. what each employee's individual needs are and attempting to satisfy those needs in a way that also contributes to the goal of the organization. |
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30. __________ tend to thrive in a relatively stable organizational environment with an established system of rules and expectations. pg. 115
A. Innovator B. Adapter C. Theory X persons D. Theory Y persons |
Answer:
B. Adapter |
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31. What counts for most supervisors is __________ and _____________ employee's individual needs. pg. 112
A. listening and understanding B. understanding and satisfying C. acknowledging and understanding D. listening and acknowledging |
Answer:
B. understanding and satisfying |
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32. Whose theory is the "complex person" theory also known as Theory Z? pg. 113
A. Douglas McGregor B. Edgar Schein C. Abraham Maslow D. Frederick Herzberg |
Answer:
B. Edgar Schein |
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33. Your job as a supervisor is _____________. pg. 112
A. to determine who is to do what, when and how. B. determine the human factor in job assignment. C. get work done with and through your employees. D. manage your employees motivation through only positive and constructive criticism. |
Answer:
C. get work done with and through your employees. |
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34. ________________ identify with - and are strongly motivate to help - those who are underprivileged or in distress. pg. 116
A. Patriots B. Communitarians C. Samaritans D. Humanitarians |
Answer:
C. Samaritans |
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35. ____________ gives the employee an opportunity to help define the tasks and expectations of the job. pg. 119
A. Job rotation B. Delegation C. Job redesign D. Job enrichment |
Answer:
C. Job redesign |
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36. Who divides sources of motivation into two groups: "hygiene factors" and motivators? pg. 115
A. Abraham Maslow B. Frederick Herzberg C. Edgar Schein D. Douglas McGregor |
Answer:
B. Frederick Herzberg |
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37. In your role as supervisory, releasing your employees' motivation means _____________ (pg. 112)
A. using their desires to determine your course of action to meet organizational goals. B. aligning workers individual needs, and their efforts to satisfy those needs, with the goals of the organization. C. allowing workers to decide what has to be done and by when D. giving only the "means" and allowing the employee to determine the "ends" |
Answer:
B. aligning workers individual needs, and their efforts to satisfy those needs, with the goals of the organization. |
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38. Which is the correct order for Maslow's hierarchy from bottom to top. pg. 114
A. Self Actualization, Social Needs, Security Needs, Physiological Needs and Esteem Needs B. Physiological Needs, Security Needs, Social Needs, Self Actualization, Esteem Needs C. Self Actualization, Esteem Needs, Social Needs, Physiological Needs, Security Needs D. Physiological Needs, Security Needs, Social Needs, Esteem Needs and Self Actualization |
Answer:
D. Physiological Needs, Security Needs, Social Needs, Esteem Needs and Self Actualization |
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39. One of a supervisor's most important jobs is to spend time with employees and to help them find more ______ and ______ in their jobs. pg. 116
A. enrichment and satisfaction B. interest and satisfaction C. fulfillment and recognition D. recognition and satisfaction |
Answer:
B. interest and satisfaction |
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40. A person's motives combine and interact with each other, creating a _____________. pg. 113
A. personal goal. B. complex motivational pattern. C. consistently productive employee D. collaborative effort to meet organizational goals |
Answer:
B. complex motivational pattern. |
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41. ____________ are motivated by a strong sense of social justice and a desire to make a difference in society. pg. 116
A. Communitarians B. Samaritans C. Patriots D. Humanitarians |
Answer:
D. Humanitarians |
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42. For better or worse, conditions in an organization tend to reflect the beliefs and attitudes of ________. pg. 119
A. those on top B. the "leader" employee C. employees D. first line supervisors |
Answer:
A. those on top |
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43. Which kind of supervisor believes that most subordinates conform to rules, are relatively unoriginal, and seek direction in how to execute their jobs? pg. 113
A. Theory L Supervisors B. Theory X Supervisors C. Theory Y Supervisors D. Theory M or N Supervisors |
Answer:
B. Theory X Supervisors |
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44. Abraham Maslow suggests that our needs are organized in a hierarchy, and that __________________________________. pg. 114
A. human behavior his 100% driven by a person's satisfied needs B. we must satisfy needs from the top down C. needs that are higher on the ladder or more important than those lower on the ladder. D. each need must be met before we can move on to the next level. |
Answer:
D. each need must be met before we can move on to the next level. |
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45. Under Maslow's theory of hierarchy, which need does: food, shelter, clothing and environment come under? pg. 114
A. Social needs B. Physiological needs C. Security needs D. Self Actualization |
Answer:
B. Physiological needs |
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46. What need on Abraham Maslow's chart covers self respect and the respect of others. pg. 114
A. Social Needs B. Esteem Needs C. Self-Actualization D. Physiological Needs |
Answer:
B. Esteem Needs |
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47. Techniques such as the ________ assessments and subordinate appraisals of supervisors can help clarify what supervisors and employees expect of each other. pg. 118
A. lateral evaluation process B. benchmarking C. 360 degree D. Self-assessment program |
Answer:
C. 360 degree |
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48. Which supervisor will have an outlook that employees are "tools of production" and tend to micro-manage workers? pg. 113
A. Theory X Supervisor B. Theory Z Supervisor C. Theory Y Supervisor D. Protestant Ethically grounded supervisors |
Answer:
A. Theory X Supervisor |
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49. Which supervisor believe that people dislike work and will avoid it if possible? pg. 113
A. Theory O Supervisors B. Theory X Supervisors C. Theory Y Supervisors D. Theory Z Supervisors |
Answer:
B. Theory X Supervisors |
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50. Which supervisor believes that people bring their personal motives with them to work? pg. 113
A. Theory X Supervisor B. Theory Y Supervisor C. Theory Z Supervisor D. Theory A Supervisor |
Answer:
C. Theory Z Supervisor |
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51. The two basic rules for breaking down the job into steps are: pg. 132
A. determine the end and means. B. know who does what and how they do it. C. pick a task, evaluate it and assign it to an employee for further evaluation. D. pick a subject and stick to it and write a brief description of every step. |
Answer:
D. pick a subject and stick to it and write a brief description of every step. |
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52. _________ represents a course of action that all members can support, it does not mean that they decision is everyone's first choice. pg. 130
A. Conformance B. Commitment C. Consensus D. Compliance |
Answer:
C. Consensus |
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53. Local governments today are under tremendous pressure to ________. pg. 129
A. reduce the tax burden on private corporations B. do more with less C. do less with more D. perform at the same level with more resources and money |
Answer:
B. do more with less |
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54. Management that is truly interested in employee involvement will use the _____________________ approach throughout the year. pg. 128
A. customer approval B. involved C. joint D. participatory |
Answer:
D. participatory |
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55. The ___________ approach (to change) signals to employees that there may be problems, but that the employees as a team will help identify those problems and solve them. pg. 127
A. "benchmarking" B. "pilot project" C. "total quality management" D. "team building conceptual" |
Answer:
B. "pilot project" |
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56. The principal rule to follow in ____________ is to accept all ideas and record them exactly as stated. pg 130
A. brainstorming B. benchmarking C. total quality management (TQM) D. problem solving |
Answer:
A. brainstorming |
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57. Failure to develop a _________ for change is one of the principal reason that change fails. pg 127
A. concerted goal B. operations effort C. plan D. strategy |
Answer:
D. strategy |
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58. If you insist on change that makes you employees feel uncomfortable, you can expect _____________. pg. 127
A. negative reactions B. positive support C. support D. indirect support leading to positive production |
Answer:
A. negative reactions |
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59. Any job has three basic parts: (which is not one of them) pg. 132
A. preparation B. organizing employee C. the job itself D. cleanup |
Answer:
B. organizing employee |
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60. ___________________ has never been sound management practice. pg. 127
A. Organized structure B. Employee input in change C. Winning the battle but losing the war D. Effective supervisory practices |
Answer:
C. Winning the battle but losing the war |
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61. Change can be monitored on two dimensions: as ________ phases in the transition from one way of working to another, and as progressive shifts in employee attitudes and behavior. pg. 124
A. transition B. changing C. progressive D. sequential |
Answer:
D. sequential |
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62. Which of the following is not a step used to solve a problem? pg. 130
A. Name the problem B. Brainstorm about a solution C. Brainstorm about the causes D. Develope an after action plan |
Answer:
D. Develope an after action plan |
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63. ___________ constantly encourage employees to suggest new and better ways of getting things done. pg. 129
A. Efficient Supervisors B. Coaches C. Mentors D. Effective supervisors |
Answer:
D. Effective supervisors |
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64. Regardless of how suggestions are generated, a committee should review them ______________ and choose those that seem to have the most potential . pg. 129
A. every month or two B. every day C. yearly D. only when told to by management |
Answer:
A. every month or two |
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65. When and if your new method is ready to be formally proposed, there are three groups of people you should take into consideration. (Which is NOT one) pg. 134
A. those who must approve your new plan B. those who evaluate your new plan C. those who must be consulted about it D. those who must be informed about it |
Answer:
B. those who evaluate your new plan |
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66. Adjusting to the "new way" requires some energy and will be _______ and _____________ uncomfortable until the new way becomes habit. pg. 126
A. personally and professionally B. theoretically and ideologically C. physically and psychologically D. personally and professionally |
Answer:
C. physically and psychologically |
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67. When you need to streamline work systems and processes, a __________ checklist can help your team figure out what needs to be improved and then create solutions. pg. 131
A. fundamental and organized B. step-by step problem-solving C. goal oriented D. problem-creating |
Answer:
B. step-by step problem-solving |
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68. The problem-solving process is a ___________, so be prepared to repeat the process until the problem is satisfactorily solved. pg. 130
A. prism of process B. long process C. dynamic one D. goal l oriented process |
Answer:
C. dynamic one |
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69. ___________________ will help identify potential problems before they become crises. pg. 128
A. Employee reform B. Constant supervision C. Continuous evaluation D. Constant feedback |
Answer:
C. Continuous evaluation |
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70. Most changes take _______ and __________. pg. 133
A. research and evaluation B. time and patience C. authority and authorization D. effort and commitment |
Answer:
B. time and patience |
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71. Good supervision is one of the keys to helping employees progress along the "__________________" axis. pg. 125
A. make it more difficult B. physical and psychological C. professional and personal D. attitude and behavior |
Answer:
D. attitude and behavior |
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72. The supervisors first choice should be to get people to____________. pg 130
A. work fast B. work harder not smarter. C. work smarter not harder. D. work happily as a team. |
Answer:
C. work smarter not harder. |
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73. In a __________________, supervisors and employees constantly look for opportunities, even in problem situations, and are open to taking risks. pg. 129
A. healthy climate for change B. organized and ineffective climate C. para-professional effective situation D. "Benchmarking" |
Answer:
A. healthy climate for change |
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74. _________ will almost always have the best ideas about how to improve the way the job is done. pg. 128
A. Customers B. Supervisor of the employees that perform a specific task C. Management D. People who are actually doing a job |
Answer:
D. People who are actually doing a job |
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75. When completing a final report for management and there is a difference of opinion on the results or the recommendation for action you must __________________? pg. 128
A. make the final decision as the supervisor B. include the opinions of the minority as well as the majority of your team. C. determine what the "majority" consensus is D. make the team come to an agreed determination |
Answer:
B. include the opinions of the minority as well as the majority of your team. |
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76. Before you make a final decision about discipline, you must __________. pg. 145
A. talk to the employee who violated the rule. B. talk to your supervisor C. solicit the work teams input D. ensure the discipline is exactly like others have received. |
Answer:
A. talk to the employee who violated the rule. |
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77. The most severe form is discipline is ____________. pg. 145
A. dismissal B. suspension C. transfer D. demotion |
Answer:
A. dismissal |
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78. A written warning is used for more serious offenses or for employees who have ___________. pg. 144
A. broken the same rule several times. B. broken different rules in a short period of time. C. been suspended for the violation previously. D. broken the rule for the first time. |
Answer:
A. broken the same rule several times. |
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79. Maintaining discipline means maintaining efficiency, cooperation and proper work conduct among employees to__________. pg. 138
A. satisfy work production targets. B. achieve desired goals. C. satisfy management. D. appease union representatives. |
Answer:
B. achieve desired goals. |
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80. Job standards by which the employee will be evaluated should be communicated during ____________________. pg. 140
A. the interview process or at least during the employee's orientation. B. the initial employment interview. C. at their first annual evaluation. D. as soon as they fail to meet the standards. |
Answer:
A. the interview process or at least during the employee's orientation. |
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81. In a good disciplinary system, the employee has the right to appeal to ________. pg. 146
A. a third person. B. another supervisor. C. management. D. Human Resource Director. |
Answer:
A. a third person. |
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82. ___________ is used when an employee violates a major rule or when repeated warnings fail to bring about change. pg. 144
A. Suspension B. Demotion C. Termination D. Written reprimand |
Answer:
A. Suspension |
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83. _________ is a legal term for a statement that you intend to prove. pg. 146
A. Accusation B. Allegation C. Assertion D. Contention |
Answer:
B. Allegation |
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84. ________________ explanations are helpful for all employees, but especially for those who have difficulty reading. pg. 140
A. Face to face B. Specific C. Private D. Personal |
Answer:
A. Face to face |
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85. Give a specific date and time for his or her reply, allowing at least _____ hours from the time of receipt of your allegations. pg. 146
A. 12 B. 24 C. 36 D. 48 |
Answer:
D. 48 |
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86. The purpose of the interview is to ____________________. pg. 145
A. to get his or her side of the story B. to determine the facts C. to find out what had occurred D. to ascertain what happened |
Answer:
A. to get his or her side of the story |
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87. The basis for initiating any disciplinary measure is to ________________. pg. 141
A. change an employee's behaviour. B. punish the employee. C. set a precedent . D. make an example of the employee. |
Answer:
A. change an employee's behaviour. |
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88. ___________ - a person who embraces and helps spread the teachings of a respected leader. pg. 138
A. disciple B. follower C. subordinate D. student |
Answer:
A. disciple |
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89. Emphasizing to the employee that he or she is completely protected __________ if an appeal to discipline is filed. pg. 146
A. from reprisal B. by civil service rules C. by union contract D. from less punishment |
Answer:
A. from reprisal |
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90. Above all, you will need to devote extra time to ____________ new employees while they are learning. pg. 140
A. coaching and encouraging B. training and mentoring C. evaluating and correcting D. supervising and counseling |
Answer:
A. coaching and encouraging |
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91. Good supervisors create an environment in which employees take an active role in ensuring that both ______________ are met. pg. 139
A. their individual goals and the goals of the work unit B. the organizational goals are the only goals that C. the supervisors and management goals D. customer and management goals |
Answer:
A. their individual goals and the goals of the work unit |
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92. When it comes to disciplining employees, the supervisor is both ______. pg. 146
A. accuser and judge B. judge and jury C. judge and executioner D. accuser and punisher |
Answer:
A. accuser and judge |
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93. Transferring a problem employee to another department or work group is valid only _____________________. pg 145
A. when there is a personality conflict between the employee and the supervisor. B. when requested by the employee C. when requested by the supervisor D. when in the best interest of the work team |
Answer:
A. when there is a personality conflict between the employee and the supervisor. |
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94. Usually, the appropriate disciplinary action is the __________ penalty that is strong enough to convince the employee that the behavior that brought about the disciplinary action will not be tolerated. pg. 143
A. least severe B. most severe C. harshest D. easiest |
Answer:
A. least severe |
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95. One of the most critical roles of a supervisor is to______________. pg. 138
A. establish and maintain discipline. B. punish employees for minor infractions C. discipline the "team" D. urge the "team" to correct a problem through peer pressure. |
Answer:
A. establish and maintain discipline. |
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96. If you do or say nothing when a rule is broken, ___________. pg. 141
A. you are condoning the violation. B. accepting the violation as normal. C. learning how employees support the rule. D. gaining the employees trust. |
Answer:
A. you are condoning the violation. |
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97. Most poor performance and inappropriate conduct can be traced to the following (which is not one). pg. 138
A. Boredom B. A misunderstanding of rules and standards C. Unfairness or the perception of unfairness D. Personal problems that can be left at home |
Answer:
D. Personal problems that can be left at home |
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98. The word discipline comes from the word ____________. pg. 138
A. disciple B. direction C. dissident D. discernible |
Answer:
A. disciple |
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99. Employees with good records who break minor rules should be given _________ by the supervisor. pg. 143
A. an informal talk B. a pending file entry C. oral reprimand D. formal talk |
Answer:
A. an informal talk |
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100. After a disciplinary interview you should ___________. pg. 145
A. write up the main points that were discussed. B. write a detailed report. C. provide only a verbal briefing to the human resource director. D. provide only a verbal briefing to your supervisors. |
Answer:
A. write up the main points that were discussed. |
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1. Sharing accurate and useful information about the government is a job for ____ ?
A. for every employee, every day, and benefits the government as well as citizens B. continuous media improvement on a daily basis C. continuous improvement, from every one, every day D. management, for the everyday benefit |
Answer:
A. for every employee, every day, and benefits the government as well as citizens |
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2. What is the definition of Ethics? pg 200
A. its a code of behavior that you apply B. the practice of applying a code of conduct to day-to day actions C. a code that the military believes in on a daily basis applied to the new work force D. a tough choice that we must be guided by |
Answer:
B. the practice of applying a code of conduct to day-to day actions |
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3. The toughest choices you will make a supervisor are not choices between _________. pg 200
A. right to right and wrong to wrong B. right and wrong but between right and right C. wrong to wrong D. right to right |
Answer:
B. right and wrong but between right and right |
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4. Any one who is a part of the government-from elected officials to upper management to front line employees--is a ______? pg 201
A. city official B. a public employee C. civil employee D. public servant |
Answer:
D. public servant |
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5. If your organization has a formal ethics guidelines of any kind, it is your responsibility as a supervisor to ___ . pg 201
A. fully understand and adhere to them, and to be sure that your employees do so as well B. to only follow the most important guidelines and ignore the rest C. determine the guidelines that require immediate accountability for the employees D. guide the employee to adhere to the required standards |
Answer:
A. fully understand and adhere to them, and to be sure that your employees do so as well |
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6. When it comes to ethics, what really matters is not what local government says but what it___ . pg 201
A. thinks B. matters C. does D. believes |
Answer:
C. does |
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7. The strongest influence on an employees' behavior is,___? pg 201
A. the way management feels the self worth of the employee is B. the employee himself C. management thoughts and values D. the behavior of managers and supervisors |
Answer:
D. the behavior of managers and supervisors |
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8. Ethical practices create more ______? pg 201
A. efficient B. effective C. and productive organizations D. all are correct, I guess |
Answer:
D. all are correct, I guess |
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9. The local government's obligations are often summed up in a single word____? pg 201
A. trust B. ethics C. accountability D. confidential |
Answer:
C. accountability |
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10. When you are held accountable for your actions, you need to be able to say not only what you did but____? pg 201
A. who did it B. why you did it C. what did it D. whom did it |
Answer:
B. why you did it |
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11. An essential part of your job is to lead your employees towards ethical behavior. If your government has ethics guidelines, be sure that ____. pg 204
A. your employees understand and adhere to them B. post them on a bulletin board and keep copies handy C. make ethics a part of daily life in your work unit D. all are correct, I guess |
Answer:
D. all are correct, I guess |
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12. The Parent on Your Shoulder test asks____? pg 204
A. would I want to be treated that way B. how heavy is the child C. if you'd be comfortable explaining to a parent what you are about to do D. how long was my work day |
Answer:
C. if you'd be comfortable explaining to a parent what you are about to do |
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13. Offering a simple reminder ____ before a work crew begins a shift, is all it takes to keep employees thinking about ethical behavior. pg 205
A. once a daily B. once a week C. once a month D. once in a while |
Answer:
B. once a week |
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14. (True or False) It is also important, for you and your employees to avoid common traps that can lead to unethical behavior. Personal biases or prejudices are one such trap. pg 205
A. True B. False |
Answer:
A. True |
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15. Ethical practices result in a well run government where high-quality services are delivered to citizens___? pg 205
A. fairly, commercially, faithfully B. locally, politically, fairly C. fairly, efficiently,effectively D. they all look correct, I guess |
Answer:
C. fairly, efficiently,effectively |
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16. Wherever people work, you can expect to hear complaints. Handling employees complaints requires __? pg150
A. patience, tact, knowledge, training B. knowledge, understanding , patience, skill C. patience, tact, love, reasoning D. patience, tact, understanding, good judgment |
Answer:
D. patience, tact, understanding, good judgment |
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17. Griping is the kind of complaining people do just to __? People who gripe usually don't expect change. pg 150
A. hear themselves. B. set an example C. complain D. let off steam |
Answer:
D. let off steam |
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18. Complaints often involve ? pg 150
A. serious problems that need to be examined by management B. more that one person C. a series of steps managers must take to settle the grievance D. relatively minor matters that can be settled on the spot |
Answer:
D. relatively minor matters that can be settled on the spot |
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19. A grievance is usually a ____ expression with an employees dissatisfaction with some aspect of the job that is not under the employees immediate control? pg151
A. verbal B. written C. visual D. structured |
Answer:
B. written |
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20. A grievance grows out of an employees feeling that he, she has been treated ___ by the organization. pg 151
A. terrible and unfair B. wrongly and unjust C. harshly or unfairly D. terrible or unfair |
Answer:
C. harshly or unfairly |
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21. Some important ingredients of a preventive maintenance program include the following: (Which is not correct) pg 154
A. Talking with employees B. Helping employees move forward C. Showing concern D. Providing an outlet for complaints |
Answer:
C. Showing concern |
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22. Generally Sexual Harassment refers to behavior that ? pg 152
A. tolerated if not offensive B. welcomed behavior to some employees C. accepted if kidding D. unwelcome and personally offensive |
Answer:
D. unwelcome and personally offensive |
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23. Effective supervisors are careful to avoid practices that generate dissatisfaction and lead to complaints and grievances. They make the point to do the following? pg 153
A. enforcing rules fairly and consistently B. correcting employees in public C. letting employees set standards D. enforcing rules on a case by case basis |
Answer:
A. enforcing rules fairly and consistently |
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24. Even when there is no griping or complaining, a supervisor who wants to keep trouble from developing should watch for? pg 153
A. mean conversation B. disturbed employees C. danger signals D. poor social skills |
Answer:
C. danger signals |
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25. (Which Statement is false) How you listen may have a lot to do with how easy it is to settle a grievance. pg 156
A. A grievance should always be presented in a public place B. Demonstrate your interest by listening calmly and carefully to an employees story C. Listen with an open mind D. Make an employee feel welcome, and you are interested in what they have to say |
Answer:
A. A grievance should always be presented in a public place |
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26. Formal grievances are not allowed on ___? pg 151
A. work cycles B. management rights C. employee rights D. management issues |
Answer:
D. management issues |
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27. Both gripes and complaints can become grievances if not handled satisfactorily. If a gripe or complaint becomes a formal grievance it must be resolved through a _____? pg 151
A. learning process B. group effort C. formal step by step process D. local governments grievance procedure |
Answer:
C. formal step by step process |
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28. Local Governments use many different systems in helping employees air and settle grievances. Whether procedures are formal or informal the objective is still the same, _____ pg 155
A. to establish an open forum with employes so they can be heard as valued members of the team B. listen with respect and confidence as they are valued members of the organization C. establish a defined set of goals D. ensure employees grievances are heard and employees can seek relief without fear of penalty |
Answer:
D. ensure employees grievances are heard and employees can seek relief without fear of penalty |
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29. (Which Statement is False) Systems of handling grievances should____ . pg 155-156
A. protect an employees basic rights as a citizen B. be simple and easy for employees to understand C. provide a delayed, satisfactory response D. be in written form and brought to the attention of all employees |
Answer:
C. provide a delayed, satisfactory response |
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30. (Which statement is false) Effective supervisors know their employes as people they ___? pg153
A. call them by name B. make a point of learning about their families and personal interests C. show that they realize that employees have lives outside of work D. all are correct |
Answer:
D. all are correct |
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31. Effective supervisors catch problems when they are ____? pg 153
A. small and easier to deal with B. large and complex C. small and complex D. all of the above |
Answer:
A. small and easier to deal with |
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32. In sum, ensuring that your employees work safely helps everyone. It is up to you to see that the work unit has __? pg 162
A. helmets and work boots B. safety handbooks and a note pad C. good safety rules and your employees follow them D. good equipment and materials |
Answer:
C. good safety rules and your employees follow them |
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33. Basic causes of accident can be divided into two groups, What are they? pg 165
A. problem factors, simple factors B. daily factors, weekly factors C. personal factors, job factors D. supervisor factors, management factors |
Answer:
C. personal factors, job factors |
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34. What is the first cause of accidents in H. W. Heinrich's "Domino Effect" pg 164
A. basic causes B. immediate causes C. the accident D. lack of management control |
Answer:
D. lack of management control |
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35. Once the sequence has taken place and their is damage, whether to people or property, the severity of the resulting loss is usually determined by? pg 165
A. driving factors B. experience C. luck D. chance |
Answer:
D. chance |
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36. A good Safety Management program has two important components, what are they? pg 164
A. what employees believe in, safety is a must B. what employees think they already know, and how much do they know C. how an employee feels about safety, how to react to safety D. things that employees shouldn't do, things that employees should do |
Answer:
D. things that employees shouldn't do, things that employees should do |
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37. Successful teaching always involves setting a ______? pg 167
A. time line B. reward benefit C. good example D. new policy |
Answer:
C. good example |
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38. What are the several strategies which can help you to improve work place safety? pg 165
A. allowing employees to manage the program B. teaching C. reducing work place stress, continuously watching and learning D. all of the above |
Answer:
D. all of the above |
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39. The supervisor who wants a safer work place will look for ways to ____? pg 167
A. fix the problem B. determine what is next C. decrease work-related stress D. hide from the issue |
Answer:
C. decrease work-related stress |
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40. H. W. Heinrich discovered that for every 300 unsafe acts, they are only __ minor injuries and ___ major injury? pg 167
A. 100, 20 B. 29, 1 C. 46, 17 D. 12, 5 |
Answer:
B. 29, 1 |
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41. Accidents have four major sources. What are they? pg 164
A. people, equipment, knowledge, factors B. people, equipment, materials, environment C. equipment, materials, factors, people D. sources, factors, reasons, explanations |
Answer:
B. people, equipment, materials, environment |
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42. Perhaps the most difficult part of any safety program is getting the employees to? pg 164
A. believe in it B. trust in it C. forget about it D. buy into it |
Answer:
D. buy into it |
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43. For every injury that occurs, ___ injuries could have happened, but didn't. Study these close calls carefully and learn from them? pg 167
A. 200 B. 225 C. 270 D. 300 |
Answer:
C. 270 |
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44. By looking at accidents that have occurred over the course of time , you can identify ____? pg 167
A. reasons B. patience C. sources D. trends |
Answer:
D. trends |
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45. Remember that accidents just don't happen they have a ? pg 164
A. cause B. meaning C. impact D. reason |
Answer:
A. cause |
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46. Unsafe practices and conditions usually lead to an accident or _____. pg 186
A. stress conditions B. near accident C. mistakes D. damage |
Answer:
B. near accident |
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47. A _____ budget is organized according to the work to be accomplished in each program (building inspection, tax collection) (Hint) This budget is similar to a program budget . pg 175
A. program B. performance C. capital D. line- item |
Answer:
B. performance |
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48. In reference to a line item budget, generally there are two broad expenditure categories. What are they_____ .pg 174
A. operating , capital budget B. capital, performance budget C. revenue, expenditures expenses D. salaries and other expenses |
Answer:
D. salaries and other expenses |
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49. The budget format which organizes a budget by categories or expenses for each department, division, or agency within a local government is called___? pg 174
A. performance budget B. line-item budget C. zero-base budget D. program budget |
Answer:
B. line-item budget |
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50. By law your local government must prepare a budget every year, from start to finish the process will take ___ to ____ months. pg 172
A. 2 to 3 B. 6 to 8 C. 3 to 6 D. 1 to 3 |
Answer:
C. 3 to 6 |
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51. The budget serves three very different functions, What are they? pg 172
A. personal factors, job factors, immediate causes B. control, management, planning C. capital, zero based, program D. performance, program, zero based |
Answer:
B. control, management, planning |
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52. As a planning tool, the budget reflects the ___? pg 173
A. daily plans for capital costs B. departmental community resources daily capital costs C. department heads daily costs of operating people and equipment D. major program and policy objectives set by elected officials for the coming year |
Answer:
D. major program and policy objectives set by elected officials for the coming year |
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53. Elected Officials use the Budget for____? pg 173
A. planning B. daily allowances C. legal documents D. manage and control |
Answer:
A. planning |
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54. ______ and others review the local government budget before it gets approved. pg 178 (caption)
A. city planners B. city officials C. government officials D. elected officials |
Answer:
D. elected officials |
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55. The Chief Administrator and Department Heads use the budget to _____pg 173
A. plan and control B. manage and control C. define cost D. planning |
Answer:
B. manage and control |
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56. The budget sets priorities, it shows how your community elects to spend it tax money. As a supervisor it is your responsibility to___? pg 173
A. spend the money you are allowed by congress B. determine the best way to spend your daily cash allowances C. carry out the budget plan D. determine what the budget goals are |
Answer:
C. carry out the budget plan |
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57. Citizens are interested in the budgets bottom line, it should assure citizens that their tax dollars are being used ___? pg 173
A. smartly B. wisely C. daily D. effectively |
Answer:
B. wisely |
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58. There are six basic steps in the budget process, What are they_____? pg 178
A. Budget planning, budget review, budget process, budget sorting, budget costs, budget preparation and planning for next year B. budget preparation, budget planning, budget review, budget costs, planning for next year C. internal , external, budget processing, reviewing, planning for next year D. budget planning, dept. budget preparation, internal budget review, external budget review, implementation, planning for next year |
Answer:
D. budget planning, dept. budget preparation, internal budget review, external budget review, implementation, planning for next year |
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59. In preparing your budget request, there are three guidelines you should remember?pg 179
A. keep the budget simple, provide facts, provide detail B. keep the budget simple, provide enough detail, separate the capital items from the operating expenditures C. provide enough detail, make it understood, simply state what you want D. make it understood, provide capital expenditures, provide operating expenses |
Answer:
B. keep the budget simple, provide enough detail, separate the capital items from the operating expenditures |
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60. A zero based budget is most nearly organized like a ____? pg 176
A. capital budget B. performance budget C. program budget D. line item budget |
Answer:
C. program budget |
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61. Usually ___ months before your new fiscal year, supervisors and department heads will prepare their individual budgets. pg 178
A. 3 B. 4 C. 5 D. 6 |
Answer:
B. 4 |
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62. This is a multi-year plan for the purchase and financing of major equipment or facilities -a new road, new library. pg 177
A. capital improvement plan B. capital budget pan C. zero base budget plan D. multi-year improvement plan |
Answer:
A. capital improvement plan |
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63. The better you are able to develop and present your budget to management (and ultimately, to elected officials) the more _____ .pg 177
A. likely it is that your request will be approved B. it looks capital C. the budget staff will look at it D. all are true, I guess |
Answer:
A. likely it is that your request will be approved |
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64. Which of the following is NOT considered one of the very different functions that the budget serves? pg 172-173
A. control B. management C. planning D. coordinating |
Answer:
D. coordinating |
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65. Generally interest groups want more money to be spent on _____? pg 174
A. parks and recreation B. programs they support C. schools D. themselves |
Answer:
B. programs they support |
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66. _____ is used by only a few local governments because a huge commitment of staff time is required to prepare and properly evaluate each of the alternatives. pg 176
A. line-item budget B. program budget C. performance D. zero-based budget |
Answer:
D. zero-based budget |
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67. A _____ budget is organized according to the work tp be accomplished in each program(building inspection,street maintenance) and the cost of doing it. pg 175
A. zero base B. line item C. program D. performance |
Answer:
D. performance |
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68. The budget document will lay out what services and programs you are responsible for and ____? pg 175
A. the dollars you can spend on them B. the amount of money government can spend C. Im not sure, so I am going to guess D. your daily allowances |
Answer:
A. the dollars you can spend on them |
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69. As a management tool the budget states ___? pg 173
A. your primary objective B. city counsel's stated goals for the coming work year C. what you yearly cost or expenditures would be D. what your department plans to accomplish during the coming year |
Answer:
D. what your department plans to accomplish during the coming year |
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70. The ____ organizes a budget by major activities, such as solid waste collection, street sweeping, vehicle repair. pg 175
A. performance budget B. program budget C. capital budget D. I am confused budget |
Answer:
B. program budget |
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71. The budget that includes revenue sources and planned expenditures, that is generally more costly and nonrecurring. pg 174
A. operating budget B. zero-based budget C. performance budget D. capital budget |
Answer:
D. capital budget |
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72. (Which answer is false) It's important to keep in mind that the budget is a tool used to____? pg 182
A. control B. manage C. plan how tax money should be spent D. formulate |
Answer:
D. formulate |
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73. The individual or individuals who usually deal with interest groups? pg 174
A. city manager B. department heads C. elected officials D. the controller |
Answer:
C. elected officials |
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74. Generally speaking customers fall into one of two categories___? pg 186
A. citizens, outsiders B. internal, interpersonal C. service, service providing D. internal, external |
Answer:
D. internal, external |
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75. Local governments use ____ to define customer service. pg 187
A. moments of truth B. accepted policies C. citizens expectations D. service standards |
Answer:
D. service standards |
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76. As a supervisor, it is your job to continuously monitor how work is being done and to look for ways to improve service. In other words, citizens expect positive results at all _____? pg 187
A. service standard levels B. citizen expectations C. total quality management D. moments of truth |
Answer:
D. moments of truth |
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77. Your actions and the actions of your employes affect the way people feel about your _____? pg 188
A. citizens B. city employes C. risk management plan D. local government |
Answer:
D. local government |
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78. (Which Statement is false) In reference to practicing good listening you should___? pg 190
A. take as much care when listening as you do when speaking B. When someone is talking, you can occasionally interrupt C. give the speaker your full attention D. Ask questions |
Answer:
B. When someone is talking, you can occasionally interrupt |
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79. Be aware of what you say without words, everything about you ____. pg 190
A. is looked at B. is judged C. communicates D. has a meaning |
Answer:
C. communicates |
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80. Today, messages can be expressed face to face, phone call, voice mail, or E-mail. For customers who don't read well what is preferable communication method? pg 190
A. face to face B. phone call C. E-Mail D. memo |
Answer:
B. phone call |
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81. No matter how hard you try to communicate, there will be times when, for whatever reason you are unable to resolve customers concerns. Try to remain calm and remember two things___? pg 190
A. its ok to subject yourself to verbal abuse, but remain calm B. its ok to be hostile towards your customers if they don't understand, but try to remain calm C. you do not need to subject yourself to verbal abuse or open hostility, as your local governments ambassador you can not engage in hostile behavior D. calm the customer quickly, try not to be hostile since you a local ambassador |
Answer:
C. you do not need to subject yourself to verbal abuse or open hostility, as your local governments ambassador you can not engage in hostile behavior |
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82. (Which statement is false) The following are tips to help ensure good communication. pg 191
A. sometimes it is helpful to speak quickly and distinctly B. when talking with a customer take your time C. listen carefully D. avoid fidgeting, doodling, or looking out the window |
Answer:
A. sometimes it is helpful to speak quickly and distinctly |
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83. (Which statement is false) The following tips will help ensure good communication
A. Avoid words or phrases such as no, ill try, I don't know pg 191 B. make it a point to be positive C. try to nod as the person is speaking, the speaker thinks you are listening D. Sometimes it is helpful to replay what has just been said to see how courteous it actually sounds |
Answer:
C. try to nod as the person is speaking, the speaker thinks you are listening |
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84. Complaints are especially important because they are signals ___? pg 192
A. your in trouble B. something is wrong C. you need to deal with it D. there is an unhappy citizen |
Answer:
B. something is wrong |
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85. A question that is that is poorly handled can lead to a _____. pg 192
A. disturbance B. danger signals C. complaint D. worry |
Answer:
C. complaint |
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86. No matter how a concern is brought to you attention it requires a ____ . pg 192
A. prompt, courteous, accurate reply B. selecting, orienting, and training C. direct answer D. attention and selecting the accurate problem |
Answer:
A. prompt, courteous, accurate reply |
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87. (True or False) Because a question that is poorly handled can lead to a complaint, question and complaints should be thought of together. pg 192
A. True B. False |
Answer:
A. True |
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88. Courtesy includes___ , for example when streets must be closed for repairs courtesy means informing residents in advance. pg 192
A. scheduling, notifications, and announcements B. notifying in advance, courtesy, informing C. being polite, informing, expressing D. informing, telling, expressing |
Answer:
A. scheduling, notifications, and announcements |
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89. (Which statement is false) Tips for ensuring professionalism in you work unit. pg 193
A. Avoid taking work break in private areas, out door work crews should be mindful of this B. Stay up to date on the use of new equipment and on new methods for carrying out the work for your unit C. Develop guidelines for greting customers, answering phone calls, and responding to E-mails D. Consider establishing phone ringing rule, every call should be picked up buy the third ring |
Answer:
A. Avoid taking work break in private areas, out door work crews should be mindful of this |
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90. "The work environment" refers to everything associated in your work area, including organization,physical setup, seating, signage and temperature. All customers _____ are affected by environment. pg 193
A. spending money B. complaints and opportunities C. ideals D. internal and external |
Answer:
D. internal and external |
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91. When an area is poorly heated or cooled, for example, the impression is that the organization does not see the employee as a __? pg 194
A. person B. valued customer C. valuable resource D. a true person |
Answer:
C. valuable resource |
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92. A pleasant work environment can improve_____ . pg 194
A. self -image B. morale and productivity C. your mental health D. Who Cares |
Answer:
B. morale and productivity |
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93. Customers are people who pay to receive ____. pg 186
A. goods and services B. credit cards with a limit C. a good product D. a good refund policy |
Answer:
A. goods and services |
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94. (Which statement is false) What is your local government communicating to its internal and external customers? pg 194
A. like your running through a maze B. the feeling a visitor gets about the organization C. how it does business D. should be pleasant and welcoming |
Answer:
A. like your running through a maze |
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95. The identity of you local government will come from the way___ .pg 194
A. the customers feel about the local business B. city management handles a major crisis C. your local government identifies a potential problem D. its employees think and feel about it |
Answer:
D. its employees think and feel about it |
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96. As a supervisor, make an effort to share the information you have, and clearly communicate by example and instruction that____? pg 195
A. gossip is seldom tolerated B. gossip is unacceptable C. the truth will set you free D. standards are set by management |
Answer:
B. gossip is unacceptable |
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97. The budget which is the local governments plan for allocating resources for personnel, supplies, equipment, and the operational facilities needed to provide services to citizens and run other activities of the government. pg 174
A. operating budget B. capital budget C. performance budget D. line-item budget |
Answer:
A. operating budget |
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98. (Budget Planning) The preparation of the budget begins about ___ months before the beginning of you local governments fiscal year.pg 178
A. 2 B. 3 C. 4 D. 5 |
Answer:
D. 5 |
