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119 Cards in this Set
- Front
- Back
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ESP Chapter 12. The ____ responsibility is to maintain discipline.
A. employee’s B. department’s C. supervisor’s D. training unit’s |
Answer: supervisor’s
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ESP Chapter 12. True or False. Discipline means punishment.
A. True B. False |
Answer: False
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ESP Chapter 12. Most causes of troublesome behavior can be traced to discontent from ____.
A. boredom B. low salary C. limited vacation D. unrequited sexual advances |
Answer: boredom
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ESP Chapter 12. Most causes of troublesome behavior can be traced to ____.
A. intelligence B. ignorance C. emotional strain D. psychological disorders |
Answer: ignorance
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ESP Chapter 12. Most causes of troublesome behavior can be traced to a belief that one has been treated ____.
A. preferentially B. unfairly C. insensitively D. exceptionally |
Answer: unfairly
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ESP Chapter 12. Most causes of troublesome behavior can be traced to ____.
A. personal problems that cannot be left at home B. poor self-esteem C. lack of self-confidence D. a troubled childhood |
Answer: personal problems that cannot be left at home
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ESP Chapter 12. Supervisors cause behavior problems through enforcing rules ____ and ____.
A. consistently and fairly B. often and strictly C. rarely and loosely D. inconsistently and unfairly |
Answer: inconsistently and unfairly
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ESP Chapter 12. Supervisors cause behavior problems through rewarding poor job performance by ____.
A. praising it B. ignoring it C. condemning it D. mimicking it |
Answer: ignoring it
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ESP Chapter 12. Supervisors cause behavior problems through rewarding poor ____.
A. attitudes B. performance C. conduct D. results |
Answer: conduct
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ESP Chapter 12. Supervisors cause behavior problems through rewarding good work by giving ____.
A. additional work B. praise C. criticism D. poor evaluations |
Answer: additional work
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ESP Chapter 12. All of the following include the steps which will help you to build mutual respect and appreciation with employees, except ____.
A. Issue clear and reasonable rules and regulations B. Monitor constantly to observe the work C. Set a good example D. Communicate clearly E. Keep complete records on workers |
Answer: Monitor constantly to observe the work
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ESP Chapter 12. Communicating clearly involves giving employees a copy of the work unit’s ____ or employee handbook, if there is one.
A. instruction manual B. procedures manual C. civil service manual D. human resources manual |
Answer: procedures manual
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ESP Chapter 12. Communicating clearly involves helping employees understand how his job ____.
A. fits in with the whole work group B. is rewarding C. is stressful D. takes investment |
Answer: fits in
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ESP Chapter 12. Communicating clearly involves an Orientation program with the ____.
A. immediate supervisor B. personnel division C. training division D. city manager |
Answer: training division
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ESP Chapter 12. Communicating clearly involves ____ to explain rules and procedures using clear and simple language.
A. calling employees B. sending written correspondence C. holding meetings D. relaying messages |
Answer: holding meetings
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ESP Chapter 12. Communicating clearly involves explaining all of the following, except ____.
A. What work is to be done B. What the expected level of quality is C. When the work should be finished D. Why the work is being done E. Where the work is to be done |
Answer: Where the work is to be done
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ESP Chapter 12. Face-to-face explanations are helpful for all employees, but especially for those who have difficulty ____.
A. speaking B. writing C. reading D. understanding |
Answer: reading
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ESP Chapter 12. When keeping complete records on workers, the records should contain all of the following details, except ____.
A. responsibilities and duties B. job goals and accomplishments for each worker C. leave taken D. rank and tenure E. any disciplinary actions taken |
Answer: rank and tenure
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ESP Chapter 12. True or False. When keeping complete records on workers, you should include only information about job performance and the behavior on the job.
A. True B. False |
Answer: True
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ESP Chapter 12. When keeping complete records on workers, you should be careful as to who you let see the files, determining if they have ____.
A. an interest in the organization B. an interest in the employee C. an interest in the assignment or goal D. a legal right to know |
Answer: a legal right to know
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ESP Chapter 12. True or False. It is not good idea to let employees see their files that relates to job or performance appraisals.
A. True B. False |
Answer: False
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ESP Chapter 12. True or False. When keeping complete records on workers, you should keep records only on the "problem" employees.
A. True B. False |
Answer: False
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ESP Chapter 12. When dealing with rule violations, supervisor must a strike a balance between ____ and ____.
A. friends and employees B. enemies and employees C. ignoring rule violations altogether and pouncing on every mistake D. being complacent and being too friendly |
Answer: ignoring rule violations altogether and pouncing on every mistake
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ESP Chapter 12. Dealing with rule violations is aimed at all of the following except ____
A. guiding the employee B. exerting authority C. strengthening the employee’s self-discipline D. improving the employee’s work behavior |
Answer: exerting authority
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ESP Chapter 12. When dealing with rule violations, the penalty should be the ____ that would accomplish the goals.
A. simplest B. mildest C. harshest D. most public |
Answer: mildest
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ESP Chapter 12. All of the following are the steps in dealing with rule violators, except ____.
A. Act promptly B. Get all of the facts C. Decide what action should be taken D. Consider dismissal as a first response E. Hold a disciplinary interview F. Use the appeal procedure |
Answer: Consider dismissal as a first response
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ESP Chapter 12. Acting promptly when a violation occurs entails ____ detailing the incident.
A. making notes B. retelling the violation C. referring the violation D. confronting the employee |
Answer: making notes
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ESP Chapter 12. Getting all of the facts entails ____.
A. asking someone else to repeat them B. trying to remember all of the details C. writing them down D. telling someone else to take notes |
Answer: writing them down
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ESP Chapter 12. Your report will depend on the ____ of these facts.
A. recollection B. personal opinions C. accuracy D. memory |
Answer: accuracy
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ESP Chapter 12. True or False. The report should answer the “who, what, when and where” type questions.
A. True B. False |
Answer: True
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ESP Chapter 12. Getting all of the facts involved asking the employee for an explanation of the incident and ____.
A. remembering the answer B. recording the answer C. repeating the answer D. interpreting the answer |
Answer: recording the answer
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ESP Chapter 12. True or False. When getting all of the facts, you should not pass judgment until all the facts are in and you have reviewed them.
A. True B. False |
Answer: True
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ESP Chapter 12. When deciding what action should be taken, you should decide if a ____ has occurred.
A. misjudgment B. misinterpretation C. discrimination D. violation |
Answer: violation
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ESP Chapter 12. When deciding what action should be taken, you should take your time to make the proper decision, but do not ____.
A. question it B. delay long C. share it D. expedite it |
Answer: delay long
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ESP Chapter 12. When deciding what action should be taken, you should decide how ____ the offense was.
A. serious B. costly C. embarrassing D. minor |
Answer: serious
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ESP Chapter 12. When deciding what action should be taken, you should consider all of the following factors except ____.
A. the employee’s tenure B. the employee’s previous history C. the degree of the violation D. if there are multiple violations |
Answer: the employee’s tenure
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ESP Chapter 12. The purpose of disciplinary action is to change the employee's behavior not to get even with them or to ____.
A. encourage them B. humiliate them C. recondition them D. train them |
Answer: humiliate them
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ESP Chapter 12. When deciding what action should be taken, any action should be constructive and should bring about ____.
A. fear of further reprisal B. compliance to the rules C. additional stress D. added responsibility |
Answer: B. compliance to the rules
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ESP Chapter 12. When considering a decision, think about the possible ____ effects.
A. good and bad B. good C. bad D. costly |
Answer: good and bad
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ESP Chapter 12. When deciding what action should be taken, be prepared to explain your decision and defend it with ____.
A. conjecture B. rumors C. witnesses D. facts |
Answer: facts
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ESP Chapter 12. There are two approaches to disciplining employees, one involving ____ and other not.
A. rewards B. evaluations C. penalties D. resources |
Answer: penalties
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ESP Chapter 12. Some supervisors believe that penalties create feelings of anger and the desire for revenge and that they actually produce ____ behavior by the employee.
A. positive B. lazy C. irresponsible D. negative |
Answer: negative
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ESP Chapter 12. Other supervisors believe that ____ will change employees' behavior.
A. penalties B. rewards C. evaluations D. favoritism |
Answer: penalties
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ESP Chapter 12. Supervisors who believe that penalties will change employees’ behavior ____ penalize employees who break rules or fail to meet standards.
A. fail to B. eventually C. regretfully D. immediately |
Answer: D. immediately
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ESP Chapter 12. Penalties may range from ____ to ____.
A. none to minimal B. minimal to mild C. mild to severe D. severe to terminal |
Answer: mild to severe
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ESP Chapter 12. Usually the appropriate penalty is the ____ that is at the same time strong enough to convince the employee to change.
A. least severe B. most memorable C. most severe D. most public |
Answer: least severe
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ESP Chapter 12. Most progressive discipline policies follow a sequence which includes all of the following except ____.
A. informal talks B. formal spoken warnings C. written warnings D. suspension E. economic reparations F. salary reduction G. demotion H. dismissal |
Answer: economic reparations
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ESP Chapter 12. The ____ involves a good employee and a minor violation for which a record is made and placed in work file.
A. informal talk B. formal spoken warnings C. written warnings D. suspension |
Answer: informal talk
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ESP Chapter 12. A ____ involves more severe punishment. This is severe enough where upper management will review case and is used when a major rule violation or continual warnings have not brought about change.
A. informal talks B. formal spoken warnings C. written warnings D. suspension |
Answer: suspension
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ESP Chapter 12. A ____ is for more serious offenses or for an employee who has broken rules before. You should mention any other warnings given in documentation. A permanent record made, however, the warning could be removed after a period of time.
A. informal talk B. formal spoken warnings C. written warnings D. suspension |
Answer: written warning
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ESP Chapter 12. A ____ occurs when an employee is told behavior must improve or serious action will be taken.
A. informal talk B. formal spoken warning C. written warning D. suspension |
Answer: formal spoken warning
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ESP Chapter 12. A ____ is a severe form of discipline. It usually does not bring about change and often leads to a worse attitude. It is usually a last resort before dismissal and is often only authorized by a department head or upper management.
A. suspension B. salary reduction C. demotion D. dismissal |
Answer: demotion
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ESP Chapter 12. A ____ occurs when suspension has been tried but did not bring about change. Appeal rights should be explained following this form of discipline.
A. suspension B. salary reduction C. demotion D. dismissal |
Answer: salary reduction
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ESP Chapter 12. A ____ is the most severe and ultimate penalty of all. It is used after everything else has failed.
A. suspension B. salary reduction C. demotion D. dismissal |
Answer: dismissal
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ESP Chapter 12. A ____ is not considered a disciplinary action and is resorted to as a method of solving a problem of employee conduct.
A. transfer B. salary reduction C. demotion D. dismissal |
Answer: transfer
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ESP Chapter 12. The purpose of the disciplinary interview is to get the employee’s ____.
A. excuse B. side of the story C. grievances aired D. defenses down |
Answer: side of the story
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ESP Chapter 12. The disciplinary interview should be ____.
A. public B. private C. long D. short |
Answer: private
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ESP Chapter 12. During the disciplinary interview, you should encourage the employee to talk and find out ____.
A. underlying reasons for the behavior B. excuses for the behavior C. witnesses to support your conclusions D. witnesses to support the employee’s position |
Answer: underlying reasons for the behavior
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ESP Chapter 12. You should end the interview when the employee is finished and no other ____ are to be considered.
A. rumors B. facts C. witnesses D. disciplinary actions |
Answer: facts
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ESP Chapter 12. At the end of the interview, you should tell the employee what he did wrong and the ____.
A. corrective action needed B. timeframe for corrections C. previous discipline received D. recommended discipline |
Answer: recommended discipline
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ESP Chapter 12. You should change your mind only if valid ____ were presented.
A. rumors B. facts C. witnesses D. opinions |
Answer: facts
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ESP Chapter 12. Inform the employee of the ____ process.
A. termination B. grievance C. appeals D. arbitration |
Answer: appeals
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ESP Chapter 12. You should be calm, neutral, and ____.
A. firm B. giving C. friendly D. flexible |
Answer: firm
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ESP Chapter 12. You should treat the employee like ____ and treat them fairly.
A. an adult B. a subordinate C. a friend D. an equal |
Answer: an adult
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ESP Chapter 12. True or False. You should not get personal in your criticism.
A. True B. False |
Answer: True
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ESP Chapter 12. Under our legal system, an accused person cannot be judged by the person who ____.
A. supervises him B. accuses him C. demotes him D. terminates him |
Answer: accuses him
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ESP Chapter 12. When it comes to disciplining employees, the supervisor is both accuser and ____.
A. jury B. judge C. witness D. prosecutor |
Answer: judge
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ESP Chapter 12. In such a situation, the possibility of ____ an employee is great and must be guarded against.
A. wrongly accusing B. excessively disciplining C. being lenient on D. alienating |
Answer: wrongly accusing
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ESP Chapter 12. In a good disciplinary system, the employee has the right to ____ a third person.
A. complain to B. appeal to C. accuse D. convict |
Answer: appeal to
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ESP Chapter 12. Typically, the local government's ____ clearly state the procedure for appealing a disciplinary decision.
A. union agreements B. personnel policies C. Department of Revenue and Finance Operations procedures D. precedents |
Answer: personnel policies
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ESP Chapter 12. In many local governments, someone in the ____ is responsible for assisting employees with appeals.
A. HR department B. union C. city hall D. front office |
Answer: HR department
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ESP Chapter 12. Emphasize to the employee that he or she is completely ____ reprisal if an appeal is filed.
A. subject to B. protected from C. voluntarily accepting D. paving the way for |
Answer: protected from
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ESP Chapter 12. Remember that an employee who feels wronged and cannot get justice inside the organization may decide to go to ____ outside the organization - a situation that could be most unpleasant for all concerned.
A. the media B. court C. other prospective employers D. the picket line |
Answer: court
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ESP Chapter 12. In local governments that have bargaining units, disciplinary measures must be in accordance with the procedures specified in the ____.
A. membership meetings B. published union minutes C. labor contract D. manual of regulations |
Answer: labor contract
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ESP Chapter 12. The labor contract in a union-represented environment will usually guarantee the right, as a final step, to appeal a disciplinary decision to ____.
A. a neutral third party B. the media C. the head of the department D. the immediate supervisor |
Answer: a neutral third party
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ESP Chapter 12. Labor contracts always address dismissal, and most include a clause stating that dismissal can take place only for ____.
A. civil infractions B. criminal infractions C. departmental infractions D. “cause” or “just cause” |
Answer: “cause” or “just cause”
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ESP Chapter 12. The legal effect of this clause is to require that the constitutional guarantee of ____, as defined by state and federal court decisions, be observed in any dismissal action.
A. reasonable suspicion B. probable cause C. beyond a reasonable doubt D. due process |
Answer: due process
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ESP Chapter 12. If you dismiss an employee in a unionized local government, a , an ____ process should be followed before that employee is deprived of his or her job or income.
A. expeditious B. simple C. complex D. step-by-step |
Answer: step-by-step process
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ESP Chapter 12. Determine what has happened and ____ the employee explaining your concerns. Include factual allegations in writing and cite the rules that were violated.
A. write a letter or a memorandum to B. talk to C. schedule a meeting with D. counsel |
Answer: write a letter or a memorandum to
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ESP Chapter 12. Give the employee ____ of any written complaint upon which a disciplinary action may be based.
A. notice B. a copy C. a brief summary D. details |
Answer: a copy
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ESP Chapter 12. Let the employee know in ____ about any disciplinary action you are considering, such as suspension or discharge.
A. person B. an e-mail C. a conference D. writing |
Answer: writing
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ESP Chapter 12. Give the employee a chance to reply to the allegations ____.
A. in writing B. over the phone C. in person D. through an intermediary |
Answer: in writing
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ESP Chapter 12. Give a specific date and time for his or her reply, allowing at least ____ hours from the time of receipt of your allegations.
A. 8 B. 24 C. 48 D. 72 |
Answer: 48 hours
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ESP Chapter 12. True or False. You can allow the employee to resign, but do not suggest or urge the employee to resign, or offer any incentive for the employee to do so.
A. True B. False |
Answer: True
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ESP Chapter 12. It is always prudent to check with all of the following to review the steps to be followed for dismissal or other major actions, except ____.
A. the employee B. your supervisor C. the HR department D. the labor relations office |
Answer: the employee
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ESP Chapter 12. Before you make a final decision about discipline, you must ____.
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: talk to the employee who violated the rule.
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ESP Chapter 12. To discipline others effectively, you must be ____.
A. self disciplined yourself. B. self assured. C. personally motivated. D. fair and inconsistent. |
Answer: self disciplined yourself.
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ESP Chapter 12. When gathering information about a rule violation, the facts you gather should give a complete ____ of the situation so that anyone reading your description of the event will feel that he or she was a witness.
A. "word picture" B. description C. articulate summary D. detailed summary |
Answer: "word picture"
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ESP Chapter 12. ____, while it is not a disciplinary action, is sometimes resorted to as a means of addressing persistent performance or behavior problems.
A. Transfer B. Demotion C. Pay reduction D. Grade reduction |
Answer: Transfer
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ESP Chapter 12. Job standards by which the employee will be evaluated should be communicated during ____.
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: the interview process or at least during the employee's orientation.
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ESP Chapter 12. If you do or say nothing when a rule is broken, ____.
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: you are condoning the violation.
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ESP Chapter 12. To decide what corrective action (if any) is most appropriate, you should first decide ____.
A. how serious the offense was. B. if management is aware of the violation C. the employees attitude. D. what the corrective action is. |
Answer: how serious the offense was.
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ESP Chapter 12. When correcting an employee, any action you take should be constructive. It should serve as a ____ on the employee to exhibit the desired behavior in the future.
A. motivating influence B. corrective influence C. motivating factor D. contributing factor |
Answer: motivating influence
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ESP Chapter 12. Unless employees understand that the purpose of discipline is to help them change their behavior, every step in the disciplinary process may become part of a ____ that ends with termination.
A. downward spiral B. terminal situation C. upward spiral D. disciplinary process |
Answer: downward spiral
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ESP Chapter 12. The word discipline comes from the word ____.
A. disciple B. direction C. dissident D. discernible |
Answer: disciple
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ESP Chapter 12. Maintaining discipline means maintaining efficiency, cooperation and proper work conduct among employees to____.
A. satisfy work production targets. B. achieve desired goals. C. satisfy management. D. appease union representatives. |
Answer: achieve desired goals.
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ESP Chapter 12. When a violation occurs, a supervisor should do something about it ____.
A. immediately. B. after a thorough investigation C. after conferring with his , her supervisor D. at the next scheduled counseling session |
Answer: immediately.
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ESP Chapter 12. ____ are often a good way to set forth facts.
A. Informal memos B. Formal memos C. Written directives D. Executive summaries |
Answer: Informal memos
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ESP Chapter 12. Good supervisors create an environment in which employees take an active role in ensuring that both ____ are met.
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: their individual goals and the goals of the work unit
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ESP Chapter 12. Transferring a problem employee to another department or work group is valid only ____.
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: when there is a personality conflict between the employee and the supervisor.
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ESP Chapter 12. Effective supervisors recognize that most employees ____.
A. want to do a good job. B. will only due the minimum. C. embrace management. D. desire direct supervision |
Answer: want to do a good job.
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ESP Chapter 12. ____ - a person who embraces and helps spread the teachings of a respected leader.
A. disciple B. follower C. subordinate D. student |
Answer: disciple
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ESP Chapter 12. Before you begin the interview, you should ____, and you should change your mind only if the employee gives you information that you had not considered or that you did not know about beforehand.
A. not predetermine yourself to what discipline you feel is appropriate B. be objective C. be impartial D. have a good idea of what disciplinary action seems appropriate |
Answer: have a good idea of what disciplinary action seems appropriate
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ESP Chapter 12. A written warning is used for more serious offenses or for employees who have ____.
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: broken the same rule several times.
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ESP Chapter 12. The most important thing to do when a rule has been broken is ____.
A. gather all the facts as soon as possible. B. gather the facts after the initial inquiry. C. confer with your legal department. D. document only after the investigation is complete. |
Answer: gather all the facts as soon as possible.
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ESP Chapter 12. The basis for initiating any disciplinary measure is to ____.
A. change an employee's behavior. B. punish the employee. C. set a precedent . D. make an example of the employee. |
Answer: change an employee's behavior.
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ESP Chapter 12. The purpose of the interview is to ____.
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: to get his or her side of the story
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ESP Chapter 12. ____ is a legal term for a statement that you intend to prove.
A. Accusation B. Allegation C. Assertion D. Contention |
Answer: Allegation
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ESP Chapter 12. One of the most critical roles of a supervisor is to____.
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: establish and maintain discipline.
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ESP Chapter 12. Your relationship with your employees is a powerful force for developing commitment to ____.
A. organizational rules B. supervisory rules C. management rules D. personal rules |
Answer: organizational rules
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ESP Chapter 12. A supervisor should hold meetings ____ to review rules, regulations and job standards and to pass along information about new policies or rule changes.
A. at regular intervals B. weekly C. monthly D. bi-monthly |
Answer: at regular intervals
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ESP Chapter 12. As a supervisor, you should treat your employees like ____, and restrict your comments to the employees performance or work conduct.
A. an adult B. a friend C. a student D. a relative |
Answer: an adult
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ESP Chapter 12. A supervisor must strike a balance between ignoring rule violations altogether and ____.
A. pouncing on every mistake. B. selecting only rules violations that effect production. C. jumping on every violation. D. correcting only flagrant violation. |
Answer: pouncing on every mistake.
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ESP Chapter 12. Give a specific date and time for his or her reply, allowing at least ____ hours from the time of receipt of your allegations.
A. 12 B. 24 C. 36 D. 48 |
Answer: 48
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ESP Chapter 12. A record of a verbal warning should be placed ____.
A. in the employee's work file but not in his , her permanent record. B. in their permanent record for 6 months. C. in their work file for 6 months. D. there should be no record of a verbal warning. |
Answer: in the employee's work file but not in his , her permanent record.
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ESP Chapter 12. Both ____ and ____ privacy laws govern the security of all or parts of employees' personnel files.
A. state and federal B. city and federal C. personal and corporate D. state and civil |
Answer: state and federal
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ESP Chapter 12. Most disputes about rules violations____.
A. arise over facts. B. arise over miscommunications. C. are easily fixed by counseling. D. are excusable. |
Answer: arise over facts.
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ESP Chapter 12. The most severe form is discipline is ____.
A. dismissal B. suspension C. transfer D. demotion |
Answer: dismissal
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ESP Chapter 12. Employees with good records who break minor rules should be given ____ by the supervisor.
A. an informal talk B. a pending file entry C. oral reprimand D. formal talk |
Answer: an informal talk
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