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159 Cards in this Set

  • Front
  • Back
ESP Chapter 11. All of the following are important aspects of managing change effectively, except ____.
A. Helping employees cope with change
B. Creating a climate for change
C. Providing justifications for the change
D. Analyzing work systems and tasks
E. Implementing change
Answer: Providing justifications for the change
ESP Chapter 11. One component of a model for change is to help employees understand ____.
A. how long the change process will take
B. where they are in the change process
C. why the change cannot be avoided
D. who all will be affected by the change process
Answer: where they are in the change process
ESP Chapter 11. One component of a model for change is to help managers identify ____ in the change management process.
A. failures
B. gaps
C. successes
D. procedures
Answer: gaps
ESP Chapter 11. One component of a model for change is to help managers provide effective ____.
A. resources
B. incentives
C. coaching
D. support
Answer: coaching
ESP Chapter 11. One component of a model for change is that ____.
A. new processes and systems are developed
B. failsafe processes and systems are developed
C. present processes and systems are utilized
D. present processes and systems are analyzed
Answer: new processes and systems are developed
ESP Chapter 11. One component of a model for change is that the solution is ____.
A. evaluated
B. discussed in conference
C. tabled until determined necessary
D. implemented
Answer: implemented
ESP Chapter 11. Employees’ attitudes and behaviors go through all of the following phases, except ____.
A. Awareness of the need for change
B. Rejection of the change
C. Desire to participate in and support the change
D. Knowledge of how to change and an understanding of what the change will look like
Answer: Rejection of the change
ESP Chapter 11. Employees’ attitudes and behaviors go through all of the following phases, except ____.
A. Knowledge of how to change and an understanding of what the change will look like
B. Ability to implement the change on a day-to-day basis
C. Reinforcement to keep the change in place
D. Reversion to pre-change state
Answer: Reversion to pre-change state
ESP Chapter 11. All of the following include the four aspects of improving work methods, except ____.
A. Creating a climate of change
B. Analyzing work systems and tasks
C. Planning change
D. Demanding change
E. Implementing change
Answer: Demanding change
ESP Chapter 11. One method to help employees cope with change is to make sure that employees ____ every part of the change process.
A. understand
B. agree with
C. adhere to
D. participate in
Answer: participate in
ESP Chapter 11. The ____ and ____of the workers are vital to the changes success.
A. time and attention
B. behavior and motivation
C. suggestions and participation
D. tenure and experience
Answer: suggestions and participation
ESP Chapter 11. Adjusting to change will be ____ to all employees.
A. comfortable and stress-free
B. somewhat comfortable and somewhat stress-free
C. somewhat uncomfortable and somewhat stressful
D. uncomfortable and somewhat stressful
Answer: uncomfortable and somewhat stressful
ESP Chapter 11. One reason why some people resist change is that people are afraid they will not learn a new skill to do the new job and will be ____.
A. disciplined
B. publicly ridiculed
C. suspended
D. fired
Answer: fired
ESP Chapter 11. One reason why some people resist change is that they do not ____ the person bringing the change about.
A. know
B. respect
C. trust
D. like
Answer: trust
ESP Chapter 11. One reason why some people resist change is that people do not understand ____ the change is happening.
A. when
B. where
C. how
D. why
Answer: why
ESP Chapter 11. One reason why some people resist change is that people ____ what they are doing.
A. fear
B. like
C. hate
D. regret
Answer: like
ESP Chapter 11. One reason why some people resist change is that ____ are being challenged.
A. basic values
B. core beliefs
C. wants
D. needs
Answer: basic values
ESP Chapter 11. One reason why some people resist change is that people anticipate that they must give up their established patterns of ____ and get to know new people.
A. friendship
B. chain-of-command
C. supervision
D. evaluation
Answer: friendship
ESP Chapter 11. Employees are ____ resistant to changes that are spread out instead of being pushed through at once.
A. more
B. less
C. about as
D. equally
Answer: less
ESP Chapter 11. If management chooses to do all changes at once, advise them of the possible ____ of it.
A. effects
B. advantages
C. timelines
D. resources required
Answer: effects
ESP Chapter 11. People under stress are ____ productive.
A. more
B. less
C. exceedingly
D. vastly
Answer: less
ESP Chapter 11. Sweeping changes may be ____ to many employees
A. threatening
B. exciting
C. encouraging
D. discouraging
Answer: threatening
ESP Chapter 11. If undertaking a pilot project, explain to employees that success depends on their ____.
A. tenure
B. experience
C. willingness
D. intelligence
Answer: willingness
ESP Chapter 11. You might want to choose a ____.
A. “team quarterback”
B. “team cheerleader”
C. “team advocate”
D. “team promoter”
Answer: “team quarterback”
ESP Chapter 11. After the conclusion of the change, you should ask employees for ____.
A. additional change
B. input
C. increased efforts
D. less time off
Answer: input
ESP Chapter 11. ____ means that people feel they have to make the change.
A. Commitment
B. Coercion
C. Compliance
D. Complacency
Answer: Compliance
ESP Chapter 11. ____ means people want to make the change.
A. Commitment
B. Coercion
C. Compliance
D. Complacency
Answer: Commitment
ESP Chapter 11. True or False. As a supervisor, you should wait for a crisis to occur before involving people in the change process.
A. True
B. False
Answer: False
ESP Chapter 11. Any approach to employee participation will work if-and only if- management is willing to share ____ with employees.
A. resources
B. proceeds
C. decision making power
D. praise
Answer: decision making power
ESP Chapter 11. If management makes the decision, it should be presented to the employees ____.
A. stealthily
B. honestly
C. coercively
D. publicly
Answer: honestly
ESP Chapter 11. True or False. Change causes stress.
A. True
B. False
Answer: True
ESP Chapter 11. The faster the change, the ____ stress is caused.
A. more
B. less
C. shorter
D. longer
Answer: more
ESP Chapter 11. People adjust better if the change is ____.
A. immediate
B. intense
C. negative
D. gradual
Answer: gradual
ESP Chapter 11. The ____ the magnitude of the change the more stress and resistance it will generate.
A. greater
B. smaller
C. immediate
D. gradual
Answer: greater
ESP Chapter 11. People adjust better if they know the change is ____.
A. already here
B. coming
C. irreversible
D. inevitable
Answer: coming
ESP Chapter 11. True or False. Make people feel good about the change and let them know why the change is occurring.
A. True
B. False
Answer: True
ESP Chapter 11. If you can't give them advance warning or allow them input, you should be honest and ask them to work ____.
A. by themselves
B. with you
C. with each other
D. on behalf of the company
Answer: with you
ESP Chapter 11. There are two approaches to analyzing work systems and tasks, ____ and ____
A. Problem Solving and Opportunity
B. Problem Solving and Perspective
C. Opportunity and Perspective
D. Problem Solving and Outlook
Answer: Problem Solving and Opportunity
ESP Chapter 11. Problem Solving follows ____ steps to resolve an issue.
A. general
B. interchangeable
C. fluid
D. specific
Answer: specific
ESP Chapter 11. The Standard Method to problem solving includes ____ the problem
A. naming
B. proclaiming
C. attacking
D. downplaying
Answer: naming
ESP Chapter 11. The Standard Method to problem solving includes ____ causes.
A. naming
B. proclaiming
C. brainstorming
D. downplaying
Answer: brainstorming
ESP Chapter 11. The Standard Method to problem solving includes ____ the cause.
A. selecting
B. proclaiming
C. attacking
D. downplaying
Answer: selecting
ESP Chapter 11. The Standard Method to problem solving includes ____ a solution.
A. naming
B. proclaiming
C. brainstorming
D. downplaying
Answer: brainstorming
ESP Chapter 11. The Standard Method to problem solving includes ____ a solution.
A. choosing
B. proclaiming
C. brainstorming
D. downplaying
Answer: choosing
ESP Chapter 11. The Standard Method to problem solving includes ____ an action plan.
A. naming
B. proclaiming
C. brainstorming
D. writing
Answer: writing
ESP Chapter 11. The Standard Method to problem solving includes ____ the solution.
A. naming
B. proclaiming
C. brainstorming
D. evaluating
Answer: evaluating
ESP Chapter 11. Evaluating work methods involves determining which ____ need improving.
A. methods
B. schedules
C. skills
D. employees
Answer: methods
ESP Chapter 11. Evaluating work methods involves determining what ____ are involved in the job.
A. methods
B. steps
C. skills
D. employees
Answer: steps
ESP Chapter 11. True or False. Evaluating work methods involve determining what method is better.
A. True
B. False
Answer: True
ESP Chapter 11. Evaluating work methods involves determining if the change is a good change to make ____.
A. now
B. in the future
C. after consultation
D. in theory
Answer: now
ESP Chapter 11. Evaluating work methods involves determining if the job involves a large amount of ____ or ____.
A. money or time
B. money or resources
C. time or resources
D. time or effort
Answer: money or time
ESP Chapter 11. Evaluating work methods involves determining if the job represents a large percentage of the workload compared to the ____.
A. other jobs within the work unit
B. other jobs within the department
C. benefit
D. money and resources being expended
Answer: benefit
ESP Chapter 11. Evaluating work methods involves determining if the job involves a large amount of ____.
A. highly skilled people
B. lower skilled people
C. less experienced people
D. more experienced people
Answer: highly skilled people
ESP Chapter 11. True or False. Evaluating work methods does not, however, involve determining if the job will last a long time.
A. True
B. False
Answer: False
ESP Chapter 11. Evaluating work methods involves determining how difficult it is to ____ the job.
A. schedule
B. complete
C. fill
D. evaluate
Answer: schedule
ESP Chapter 11. Evaluating work methods involves determining if the work that is produced is meeting ____.
A. deadlines
B. quality standards
C. quotas
D. cost estimates
Answer: quality standards.
ESP Chapter 11. Evaluating work methods involves determining if the job results in ____.
A. lawsuits
B. criminal proceedings
C. accidents
D. terminations
Answer: accidents
ESP Chapter 11. Evaluating work methods involves determining if the job involves excessive ____ exertion.
A. mental
B. psychological
C. emotional
D. physical
Answer: physical
ESP Chapter 11. Evaluating work methods involves determining if the job creates ____ conditions.
A. unfavorable
B. unhealthy
C. pristine
D. ideal
Answer: unhealthy
ESP Chapter 11. True or False. Evaluating work methods involves determining if the change will reduce tension, lesson fatigue and relieve boredom.
A. True
B. False
Answer: True
ESP Chapter 11. Evaluating work methods involves determining if the change will result in ____.
A. job fulfillment
B. job enlightenment
C. job transition
D. job enrichment
Answer: job enrichment
ESP Chapter 11. Evaluating work methods involves determining if the change will result in greater ____.
A. respect
B. admiration
C. achievement
D. production
Answer: production
ESP Chapter 11. The three basic parts of a job include all of the following, except ____.
A. Preparation
B. Resource allocation
C. Doing the job
D. Clean up
Answer: Resource allocation
ESP Chapter 11. ____ and ____ usually require the most time.
A. Prep and Resource allocation
B. Prep and Doing the Job
C. Doing the job and clean-up
D. Prep and clean-up
Answer: Prep and clean-up
ESP Chapter 11. The rules for breaking down a job include which two of the following?
A. Picking a subject and stick to it
B. Writing a detailed description of the over-all steps
C. Writing a brief description of every step
D. A and B
E. A and C
Answer: E
ESP Chapter 11. True or False. You should avoid trying to combine steps, change locations or change personnel.
A. True
B. False
Answer: False
ESP Chapter 11. True or False. You should try to improve the equipment or the work environment.
A. True
B. False
Answer: True
ESP Chapter 11. Changes take time and ____.
A. stress
B. sacrifice
C. incentives
D. patience
Answer: patience
ESP Chapter 11. When streamlining the work methods in your unit, don't let the ____ create more problems.
A. employees
B. assignments
C. changes
D. deadlines
Answer: changes
ESP Chapter 11. When streamlining the work methods in your unit, look at the ____ of other units.
A. capability
B. product
C. employees
D. supervisors
Answer: capability
ESP Chapter 11. When streamlining the work methods in your unit, look at ____.
A. schedule and timing
B. schedule and resources
C. workload and resources
D. timing and resources
Answer: timing and resources
ESP Chapter 11. All of the following make up the three groups you need to consider when implementing change, except ____.
A. Those that must approve
B. Those that must be consulted about it
C. Those that must devote resources to it
D. Those who must be informed about it
Answer: Those that must devote resources to it
ESP Chapter 11. Getting your new method approved involves convincing your organization that the plan is ____.
A. infallible
B. inexpensive
C. ready to be implemented
D. a good workable one
Answer: a good working one
ESP Chapter 11. Getting your new method approved involves being prepared to ____ it.
A. defend
B. fund
C. join
D. accept
Answer: defend
ESP Chapter 11. Getting your new method approved involves presenting it to your manager allowing them to see the ____ of the plan.
A. benefits and shortcomings
B. benefits
C. shortcomings
D. details
Answer: benefits and shortcomings
ESP Chapter 11. Getting your new method approved involves checking with ____.
A. Personnel
B. The Legal Unit
C. Department of Revenue and Finance Operations
D. Training
Answer: The Legal Unit
ESP Chapter 11. Getting your new method approved involves requesting only ____ from your manager, not ____.
A. suggestions , approval
B. manpower , funding
C. approval , suggestions
D. funding , manpower
Answer: suggestions , approval
ESP Chapter 11. The ____ will give you approval for your new method.
A. supervisor
B. manager
C. Department of Revenue and Finance Operations
D. Department Head
Answer: Department Head
ESP Chapter 11. Once change has been approved, present it to your ____.
A. Chief
B. Division Commander
C. Immediate supervisor
D. employees
Answer: employees
ESP Chapter 11. True or False. Once change has been approved, you should not tell your employees the reason for the change.
A. True
B. False
Answer: False
ESP Chapter 11. Once change has been approved, you should ask for ____.
A. cooperation or compliance
B. sacrifices or increased performance
C. suggestions or questions
D. transfers or reassignments
Answer: suggestions or questions
ESP Chapter 11. True or False. Once change has been approved, you should remain fairly critical of the old system.
A. True
B. False
Answer: False
ESP Chapter 11. You should consider ____ to assist in implementing change in your group.
A. “team quarterback”
B. “team cheerleader”
C. “team advocate”
D. “team promoter”
Answer: “team quarterback”
ESP Chapter 11. Once change has been approved, you should keep ____ records.
A. written
B. before and after
C. electronic
D. personnel
Answer: before and after
ESP Chapter 11. ____ must inform those who will be affected by this change.
A. You
B. Management
C. You and management
D. The Division Commander
Answer: You and management
ESP Chapter 11. True or False. You should let the citizens know why, when, how long, etc. if the change affects them also.
A. True
B. False
Answer: True
ESP Chapter 11. Once change has been approved, you should develop a ____ plan.
A. communications
B. strategic
C. simple
D. complex
Answer: communications
ESP Chapter 11. When planning a follow-up program, you should have a , an ____.
A. open-mind
B. inflexible attitude
C. rigid requirements
D. firm outlook
Answer: open-mind
ESP Chapter 11. When planning a follow-up program, you should remember that ____ is permanent.
A. all change
B. some change
C. no change
D. every change
Answer: no change
ESP Chapter 11. True or False. An effective supervisor encourages employees to continue to suggest new and better ways of getting things done.
A. True
B. False
Answer: True
ESP Chapter 11. When planning a follow-up program, you should be receptive to ____.
A. criticisms
B. degradations
C. negativity
D. suggestions
Answer: suggestions
ESP Chapter 11. When planning a follow-up program, you should show your appreciation for your employee's ____.
A. skills
B. tenure
C. support
D. worthiness
Answer: support
ESP Chapter 11. When planning a follow-up program, you should ____ them for suggesting the change.
A. reward
B. punish
C. criticize
D. praise
Answer: praise
ESP Chapter 11. ____ will help identify potential problems before they become crises.
A. Employee reform
B. Constant supervision
C. Continuous evaluation
D. Constant feedback
Answer: Continuous evaluation
ESP Chapter 11. The two basic rules for breaking down the job into steps are:
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: pick a subject and stick to it and write a brief description of every step.
ESP Chapter 11. In a government environment, checking the ____ ramifications of a change is absolutely essential.
A. ultimate
B. legal
C. political
D. future
Answer: legal
ESP Chapter 11. ____ constantly encourage employees to suggest new and better ways of getting things done.
A. Efficient Supervisors
B. Coaches
C. Mentors
D. Effective supervisors
Answer: Effective supervisors
ESP Chapter 11. Which of the following is not a step used to solve a problem?
A. Name the problem
B. Brainstorm about a solution
C. Brainstorm about the causes
D. Develop an after action plan
Answer: Develop an after action plan
ESP Chapter 11. The problem-solving process is a ____, so be prepared to repeat the process until the problem is satisfactorily solved.
A. prism of process
B. long process
C. dynamic one
D. goal l oriented process
Answer: dynamic one
ESP Chapter 11. ____% of the problem is caused by ____% of the causative factors.
A. 60 , 40
B. 20 , 80
C. 40 , 60
D. 80 , 20
Answer: 80 , 20
ESP Chapter 11. When all the facts are down on paper - on a chart or a list - the team can begin to question and evaluate. In this part of the process, your most important asset is____.
A. an open mind
B. list of goals
C. an evaluation checklist
D. positive attitude
Answer: an open mind
ESP Chapter 11. People are much better at adjusting to change if ____.
A. they have no input into the change.
B. the change comes quickly and without notice.
C. management and mid level supervisors have deemed the changed necessary and cost effective.
D. they have time to prepare for it.
Answer: they have time to prepare for it
ESP Chapter 11. The supervisors first choice should be to get people to____.
A. work fast
B. work harder not smarter.
C. work smarter not harder.
D. work happily as a team.
Answer: work smarter not harder.
ESP Chapter 11. ____ means people feel they have to make the change.
A. Conformity
B. Commitment
C. Compliance
D. Coordination
Answer: Compliance
ESP Chapter 11. You may want to choose a ____ - someone to lead the unit in the new project.
A. "marketing manager"
B. "team master"
C. "team supervisor" (with authority to act as management)
D. "team quarterback"
Answer: "team quarterback"
ESP Chapter 11. When completing a final report for management and there is a difference of opinion on the results or the recommendation for action you must ____?
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: include the opinions of the minority as well as the majority of your team.
ESP Chapter 11. If you can accurately define the problem, you are more than ____ of the way to resolving it.
A. 50%
B. 60%
C. 70%
D. 75%
Answer: 60%
ESP Chapter 11. 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.
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: those who evaluate your new plan
ESP Chapter 11. When implementing change you will first have to develop a plan for obtaining ____ approval to make the change you are considering.
A. legal and customer
B. managerial and subordinate
C. customer and subordinate
D. managerial and legal
Answer: managerial and legal
ESP Chapter 11. Before you begin to put a change into effect, you need to balance ____, ____, ____ and other factors against improved services, efficiency and other benefits. (Which of the following is NOT onE.
A. effect on other work units
B. time for planning
C. personnel requirements
D. workload
Answer: time for planning
ESP Chapter 11. 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.
A. transition
B. changing
C. progressive
D. sequential
Answer: sequential
ESP Chapter 11. Which of the following statement is correct?
A. Successful change management requires a clear reason to change, a clear strategy for change, good communications and employee involvement.
B. Successful change implementation requires a clear reason to change, a clear strategy for change, good communications and employee involvement.
C. Successful marketing management requires a clear reason to change, a clear strategy for change, good communications and employee involvement.
D. Successful employee driven change requires a clear reason to change, a clear strategy for change, good communications and employee involvement.
Answer: Successful change management requires a clear reason to change, a clear strategy for change, good communications and employee involvement.
ESP Chapter 11. Any job has three basic parts: (which is not one of them)
A. preparation
B. organizing employee
C. the job itself
D. cleanup
Answer: organizing employee
ESP Chapter 11. Most changes take ____ and ____.
A. research and evaluation
B. time and patients
C. authority and authorization
D. effort and commitment
Answer: time and patients
ESP Chapter 11. If you insist on change that makes you employees feel uncomfortable, you can expect ____.
A. negative reactions
B. positive support
C. support
D. indirect support leading to positive production
Answer: negative reactions
ESP Chapter 11. ____ means that people want to make the change.
A. Compliance
B. Commitment
C. Conformance
D. Contrast
Answer: Commitment
ESP Chapter 11. 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.
A. fundamental and organized
B. step-by step problem-solving
C. goal oriented
D. problem-creating
Answer: step-by step problem-solving
ESP Chapter 11. ____ in the change process is key.
A. Feedback
B. Communication
C. Patience
D. Planning
Answer: Communication
ESP Chapter 11. If you can accurately define a problem, you are more than ____% of the way to resolving it.
A. 80
B. 70
C. 60
D. 75
Answer: 60
ESP Chapter 11. One technique for selecting the cause of the problem is to use the ____ , ____ rule ( ____% of the problem is caused by ____% of the causative factors) and have participants vote.
A. 60 , 40
B. 80 , 20
C. 25 , 75
D. 50 , 50
Answer: 80 , 20
ESP Chapter 11. When dealing with change employees' attitudes and behaviours go through ____ phases, each of which must be effectively managed.
A. 3
B. 5
C. 8
D. 11
Answer: 5
ESP Chapter 11. 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.
A. "benchmarking"
B. "pilot project"
C. "total quality management"
D. "team building conceptual"
Answer: "pilot project"
ESP Chapter 11. You many want to choose a ____ - someone to lead the unit in the new project.
A. "marketing manager"
B. "team master"
C. "team supervisor" (with authority to act as management)
D. "team quarterback"
Answer: "team quarterback"
ESP Chapter 11. Local governments today are under tremendous pressure to ____.
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: do more with less
ESP Chapter 11. Management that is truly interested in employee involvement will use the ____ approach throughout the year.
A. customer approval
B. involved
C. joint
D. participatory
Answer: participatory
ESP Chapter 11. ____ means people feel they have to make the change.
A. Conformity
B. Commitment
C. Compliance
D. Coordination
Answer: Compliance
ESP Chapter 11. ____ will almost always have the best ideas about how to improve the way the job is done.
A. Customers
B. Supervisor of the employees that perform a specific task
C. Management
D. People who are actually doing a job
Answer: People who are actually doing a job
ESP Chapter 11. Adjusting to the "new way" requires some energy and will be ____ and ____ uncomfortable until the new way becomes habit.
A. personally and professionally
B. theoretically and ideologically
C. physically and psychologically
D. personally and professionally
Answer: physically and psychologically
ESP Chapter 11. If you insist on change that makes you employees feel uncomfortable, you can expect ____.
A. negative reactions
B. positive support
C. support
D. indirect support leading to positive production
Answer: negative reactions
ESP Chapter 11. In a ____, supervisors and employees constantly look for opportunities, even in problem situations, and are open to taking risks.
A. healthy climate for change
B. organized and ineffective climate
C. para-professional effective situation
D. "Benchmarking"
Answer: healthy climate for change
ESP Chapter 11. Failure to develop a ____ for change is one of the principal reason that change fails.
A. concerted goal
B. operations effort
C. plan
D. strategy
Answer: strategy
ESP Chapter 11. People are much better at adjusting to change if ____.
A. they have no input into the change.
B. the change comes quickly and without notice.
C. management and mid level supervisors have deemed the changed necessary and cost effective.
D. they have time to prepare for it.
Answer: they have time to prepare for it.
ESP Chapter 11. ____ has never been sound management practice.
A. Organized structure
B. Employee input in change
C. Winning the battle but losing the war
D. Effective supervisory practices
Answer: Winning the battle but losing the war
ESP Chapter 11. Productivity problems usually start with the ____ and ____ that employees are asked to use when they perform their work
A. targets and processes
B. plans and targets
C. plans and strategies
D. processes and systems
Answer: processes and systems
ESP Chapter 11. If you can accurately define the problem, you are more than ____ of the way to resolving it.
A. 50%
B. 60%
C. 70%
D. 75%
Answer: 60%
ESP Chapter 11. Good supervision is one of the keys to helping employees progress along the "____" axis.
A. make it more difficult
B. physical and psychological
C. professional and personal
D. attitude and behavior
Answer: attitude and behavior
ESP Chapter 11. In most cases, when we improve the way we do a job we ____.
A. all employees total control of the "process of production".
B. market it.
C. benchmark it.
D. simplify it.
Answer: simplify it.
ESP Chapter 11. When completing a final report for management and there is a difference of opinion on the results or the recommendation for action you must ____?
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: include the opinions of the minority as well as the majority of your team.
ESP Chapter 11. Regardless of how suggestions are generated, a committee should review them ____ and choose those that seem to have the most potential .
A. every month or two
B. every day
C. yearly
D. only when told to by management
Answer: every month or two
ESP Chapter 11. If a change is very sweeping or may be threatening to many employees, it might be best to make the change ____?
A. an immediately permanent change
B. an employee authorized change
C. a impractical operation
D. a pilot project
Answer: a pilot project
ESP Chapter 11. ____ will help identify potential problems before they become crises.
A. Employee reform
B. Constant supervision
C. Continuous evaluation
D. Constant feedback
Answer: Continuous evaluation
ESP Chapter 11. Change creates____.
A. stress
B. animosity
C. impractical expectations
D. attitude
Answer: stress
ESP Chapter 11. As a supervisor, you are an ____ for change.
A. agent
B. mechanism
C. authority
D. conduit
Answer: agent
ESP Chapter 11. ____ means that people want to make the change.
A. Compliance
B. Commitment
C. Conformance
D. Contrast
Answer: Commitment
ESP Chapter 11. The supervisors first choice should be to get people to____.
A. work fast
B. work harder not smarter.
C. work smarter not harder.
D. work happily as a team.
Answer: work smarter not harder
ESP Chapter 11. The principal rule to follow in ____ is to accept all ideas and record them exactly as stated.
A. brainstorming
B. benchmarking
C. total quality management (TQM)
D. problem solving
Answer: brainstorming
ESP Chapter 11. ____% of the problem is caused by ____% of the causative factors.
A. 60 , 40
B. 20 , 80
C. 40 , 60
D. 80 , 20
Answer: 80 , 20
ESP Chapter 11. ____ represents a course of action that all members can support , it does not mean that they decision is everyone's first choice.
A. Conformance
B. Commitment
C. Consensus
D. Compliance
Answer: Consensus
ESP Chapter 11. The problem-solving process is a ____, so be prepared to repeat the process until the problem is satisfactorily solved.
A. prism of process
B. long process
C. dynamic one
D. goal l oriented process
Answer: dynamic one
ESP Chapter 11. 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.
A. fundamental and organized
B. step-by step problem-solving
C. goal oriented
D. problem-creating
Answer: step-by step problem-solving
ESP Chapter 11. Any job has three basic parts: (which is not one of them)
A. preparation
B. organizing employee
C. the job itself
D. cleanup
Answer: organizing employee
ESP Chapter 11. The two basic rules for breaking down the job into steps are:
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: pick a subject and stick to it and write a brief description of every step.
ESP Chapter 11. When all the facts are down on paper - on a chart or a list - the team can begin to question and evaluate. In this part of the process, your most important asset is____.
A. an open mind
B. list of goals
C. an evaluation checklist
D. positive attitude
Answer: an open mind
ESP Chapter 11. Most changes take ____ and ____.
A. research and evaluation
B. time and patients
C. authority and authorization
D. effort and commitment
Answer: time and patients
ESP Chapter 11. ____ in the change process is key.
A. Commitment
B. Compliance
C. Commitment
D. Communications
Answer: Communications
ESP Chapter 11. Before you begin to put a change into effect, you need to balance ____, ____, ____ and other factors against improved services, efficiency and other benefits. (Which of the following is NOT one)
A. effect
B. time
C. personnel
D. workload
Answer: time
ESP Chapter 11. 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)
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: those who evaluate your new plan
ESP Chapter 11. When implementing change you will first have to develop a plan for obtaining ____ approval to make the change you are considering.
A. legal and customer
B. managerial and subordinate
C. customer and subordinate
D. managerial and legal
Answer: managerial and legal
ESP Chapter 11. In a government environment, checking the ____ ramifications of a change is absolutely essential.
A. ultimate
B. legal
C. political
D. future
Answer: legal