Lawful elements of “preventative employee relations” may include all of the following EXCEPT:

• A fair grievance procedure 
• Identification and disciplining of union sympathizers
• Competitive wages 
• Competitive benefits

Identification and disciplining of union sympathizers

Numerous HR activities are being outsourced to specialized vendors, both in small and large companies.

• True
• False

True

The increasing use of teams in organizations has led to various types of compensation changes. The most successful use of team-based compensation has been: 

• Variable pay on top of base pay
• Paying each team member according to his/her individual contribution to the team
• Paying everyone on the team the same amount
• Team-member determination of individual team member pay

Variable pay on top of base pay

The collection of unwritten expectations that employees have regarding the nature of their work relationships is called _________ with the organization.

• psychological ownership
• the psychological contract
• their psychological bonding
• their psychological identification

the psychological contract

If an employee is fired without a chance to explain the situation, this is a violation of:

• Employment at-will
• Due process
• Statutory rights
• Distributive justice

Due process

In some countries outside the U.S., wages and major benefits are set at national levels by law and/or national-level collective bargaining.

• True
• False

True

An organization that hires highly qualified people before they are needed is practicing:

• Strategic recruiting
• Cyclical hiring
• Negative selection
• Reverse hiring

Strategic recruiting

The responsibility for carrying out HR activities:

• Resides solely with HR professionals.
• Is mostly that of managers in the organization with guidance of HR professionals
• Is divided between HR professionals and the managers of the organization.
• Ultimately rests with the Board of Directors

Is divided between HR professionals and the managers of the organization.

From a strategic view, which is NOT an important objective of the total rewards system?

• Union avoidance 
• Involving employees in the pay system
• Communicating the compensation philosophy
• Team concept for all levels of employees

Union avoidance

In the U.S., collective bargaining agreements are considered:

• Non-binding agreements in principle
• Non-enforceable in right-to-work states
• Terminable at will by either party
• Binding contracts

Binding contracts

Determining selection based on soft skills often means inference from past behaviors.

• True
• False

True

Workers’ compensation covers all of the following on-the-job health problems EXCEPT:

• Trauma from layoff
• Physical injury
• Emotional impairments
• Stress and anxiety

Trauma from layoff

The vice-president of HR for a funeral service firm is an example of a(n):

• HR Specialist
• HR Generalist
• Certified HR Professional
• HR Service Vendor

HR Generalist

When external equity is lacking in an organizations reward system, which of the following is a likely outcome?

• High employee turnover
• Successful recruiting of qualified employees
• Low employee turnover
• Increased organizational performance

High employee turnover

Unions in the U.S. represent a larger percentage of the private sector workforce than the total civilian workforce.

• True
• False

False

The most highly unionized part of the U.S. economy is the _____ sector.

• Government
• Healthcare
• Manufacturing
• Agricultural

Government

Fraud in workers’ compensation claims:

• Are growing at an alarming rate
• Are decreasing since the ADA was enacted
• Do not cost companies much money because the federal government subsidizes claims
• Account for about 2/3 of all claims reported

Are growing at an alarming rate

All of the following are methods of outsourcing recruiting EXCEPT:

• Professional employment organizations
• Employee leasing companies
• Internet-based recruiting
• Employment agencies

Internet-based recruiting

Equity in compensation involves an employee’s perception of fairness based solely on known facts.

• True
• False

False

Which of the following statements is TRUE?

• Effort is a function of ability, motivation, and support
• Performance is a function of ability, motivation, and support
• Motivation is a function of ability, motivation, and support
• Productivity is a function of ability, motivation, and support

Performance is a function of ability, motivation, and support

One purpose of the Fair Labor Standards Act was to:

• Ensure fair pay for disabled workers.
• Establish a minimum wage
• Prevent gender discrimination
• Tie executive compensation to firm performance 

Establish a minimum wage

Which is one of the four elements of an organizational ethics program?

• A system for confidential reporting of ethical misconduct
• Clever lawyers to gloss over ethical breaches
• A large budget
• Keeping ethical standards vague or undefined

A system for confidential reporting of ethical misconduct

Which of the following is NOT an exempt job category?

• Attorney in business for herself
• Filing clerk for Proctor and Gamble
• Assistance vice president of a small local bank
• Doctor practicing in a large metropolitan hospital

Filing clerk for Proctor and Gamble

Many employers turn to flexible staffing because of the cost of a regular workforce and the:

• Need for stable, dependable employees
• Willingness of temporary workers to take dead-end jobs
• Higher KSAs temporary workers and independent contractors possess
• Ability to avoid certain government regulations

Ability to avoid certain government regulations

Which of the following private industry groups has the highest percentage of non-fatal workplace injuries?

• Mining
• Construction
• Agriculture
• Manufacturing

Manufacturing

Pay ______ and pay _______ are elements of pay structures.

• Offers, contingencies
• Performance standards, garnishments
• Bonuses, stock options
• Grades, ranges

Grades, ranges

Which statement is true about the role of HR with respect to individual employee performance?

• It is limited to the design of performance appraisal forms
• There is none; employee performance is the sole responsibility of operations management
• In part, the role is to analyze and address individual performance
• It is to administer disciplinary action against chronic poor performance

In part, the role is to analyze and address individual performance.

Jobs that are found in many organizations, which are performed by employees who have similar duties, and which require similar KSAs, are known as _______ jobs.

• Benchmark
• Generic
• Key survey
• baseline

Benchmark

IRS rules determine who is a/an ________ and who is a regular employee.

• Independent contractor
• Temporary employee
• Flexible worker
• Employee with disabilities

Independent contractor

Which of the following is TRUE about diversity in the workforce?

• The U.S. workplace has proved to be a “melting pot”; however, problems caused by increasing diversity largely take care of themselves
• The issue of working women has faded from the forefront due to changes in the American Culture that are more excepting of working women and dual career couples
• Differences in ethnic traditions and religious practices, especially Islam, have become more of a common concern in the last several years
• Aging workers are a self-solving problem because they will retire from the organization

Differences in ethnic traditions and religious practices, especially Islam, have become more of a common concern in the last several years

Using market pricing to set wages and salaries in a firm is considered to be:

• Stable because of slight cycles in market economy
• Reliant on an abundant number of data sources
• More likely to be distorted by internal issues within the company
• More objective than traditional job evaluation

More objective than traditional job evaluation

After a movie star carried a “Lorna bag” in a hit movie, the Lorna Handbag Company was overwhelmed by orders for its purses with their patented clasp mechanism. The Lorna Company had to engage in ________ hiring to rapidly increase the number of employees to meet the orders.

• Sporadic
• Ad Hoc
• Intensive
• Targeted 

Intensive

Common dimensions of job satisfaction include all of the following EXCEPT:

• Level of family support for career choices
• Pay
• Supervision
• Nature of the work

Level of family support for career choices

Which of the following is NOT a recommended practice for video surveillance?

• Include all rooms and areas which visitors may enter, including restrooms
• Perform surveillance for only legitimate business purposes
• Strictly limit those who will view the videos
• Inform employees about the policy

Include all rooms and areas which visitors may enter, including restrooms

An employee whose compa-ratio is 125:

• Is paid less than the midpoint of the pay range
• Is paid at the midpoint of the pay range
• Is paid well above the midpoint of the pay range
• Will have their pay adjusted downward to meet the market rate

Is paid well above the midpoint of the pay range

“Promotion from within” is a form of internal recruitment.

• True
• False

True

All of the following are common concerns regarding electronic monitoring of employee performance EXCEPT:

• Whether such monitoring is advisable
• How the monitoring program will be communicated to employees
• How data obtained from monitoring are to be used
• How customers feel about the practice

How customers feel about the practice

An organization that wants to signal poor performers that they will receive little or no pay increases would most likely use which approach?

• Seniority-based system
• COLA adjustments
• Pay adjustment matrix
• Competitive market method

Pay adjustment matrix

Cost of living pay adjustments are generally tied to:

• The Consumer Price Index
• The Dow Jones Industrial Average
• The Consumer Sentiment Index
• Guidelines from the National Labor Relations Board

The Consumer Price Index

Organizational commitment would have the STRONGEST effect on reducing _________ turnover.

• involuntary
• voluntary
• uncontrollable
• functionable

voluntary

Which is NOT one of the three main categories of variable pay plans?

• Individual
• Flat rate
• Organizational
• Group/team

Flat rate

Which is NOT a role typically with HR?

• Marketing
• Administrative
• Operational and employee advocate
• Strategic

Marketing

All EXCEPT which of the following are major means for recruiting employees internally?

• Managerial selection
• Promotions and transfers
• Organizational databases
• Job postings

Managerial selection

Which belief is inconsistent with the philosophy behind variable pay incentives?

• Some people perform better than others
• People value equality over performance
• Some jobs contribute more to the organizational goals than others
• Some portion of employee compensation should be tied to performance

People value equality over performance

Which statement is NOT true about employer recruiting Web sites?

• They are likely to miss “passive” job seekers
• They pull in a greater proportion of hires than do on-line job boards
• Many employers have found them effective
• Many employers have found them efficient

They are likely to miss “passive” job seekers

If a low-performing, disruptive employee quits his/her job, the quit will be classified as ________ turnover.

• involuntary
• controllable
• unpredictable
• functional

functional

In recent years, all of the following have affected union membership EXCEPT:

• Globalization
• Foreign competition
• More people looking for jobs
• Instances of union corruption

Instances of union corruption

Human capital is?

• The people in the organization
• The management of the organization
• Also called intellectual capital
• Important, but non-measurable

Also called intellectual capital

An assembly worker is paid 40 cents per waistband attached to each pair of jeans. His quota is 15 waistbands per hour. For each waistband over 15, the employee makes 60 cents. This is an example of a/an ______ piece rate. 

• Straight
• Fixed
• Hiked
• Differential

Differential

Which is NOT an advantage of Internet recruiting?

• Privacy is sacrificed
• Costs are lower
• It involves less of a time commitment than other methods
• It provides a broad pool of applicants

Privacy is sacrificed

A drawback of spot bonuses is that employees passed over for bonuses may be jealous, which may affect job satisfaction.

• True
• False

True

Organizations that are seen as operating with integrity are positively perceived:

• Only by people inside those organizations
• Only by the news media
• Only by consumers of their products or services
• By employees, consumers, their communities, and those within their industries

By employees, consumers, their communities, and those within their industries

If group incentives are paid out _____ the employees will see a closer connection between their performance and the reward.

• Annually
• Semiannually
• Quarterly
• Monthly

Monthly

For any given month, The U.S. Department of Labor formula for calculating employee turnover is ________ as a proportion of ________.

• average number of employees, total voluntary separations
• total hours lost due to separations

• total separations, total number of employees at mid-month
• total involuntary separations, total separations

total separations, total number of employees at mid-month

An effective recruiting ad should include all of the following EXCEPT:

• Closing date of application
• Questions about the candidate’s age and ethnicity
• Job title and responsibilities
• Job location or possibilities of relocation

Questions about the candidate’s age and ethnicity

Team/group incentives may not work it:

• Teamwork is not necessary to do the job.
• Individual performance cannot be identified
• Management wants teamwork
• Employees have input into incentive plan design

Teamwork is not necessary to do the job.

The main reason that employees, including HR professionals, do not report ethical concerns is:

• A fear of prosecution for slander and/or libel by the accused party
• A culture of “don’t ask, don’t tell” in most organizations
• Employees are not able to distinguish between ethical and unethical behaviors
• Concerns about current and future employment being affected

Concerns about current and future employment being affected

Profit sharing is a type of individual incentive

• True
• False

False

The group of persons who are evaluated for selection is the:

• Applicant population
• Selection population
• Prospective pool
• Applicant pool

Applicant pool

The acceptance rate is the percentage of applicants hired divided by the total number of people already in the organization.

• True
• False

False

Employee stock ownership plans are a form of ______ incentive.

• Sales
• Individual
• Team/group
• Organizational

Organizational

For a salesperson, the most risky type of sales compensation is the _____ system.

• Salary-only
• Straight commission
• Salary plus commission
• Salary plus bonus

Straight commission

Which is NOT a typical variable included in employee turnover costing?

• Replacement costs
• Hidden costs
• Separation costs
• Office overhead costs

Office overhead costs

The functions of HR that are most likely to be outsourced are those falling in HR’s operational role.

• True
• False

False

Competitive pay is pay that is:

• Within 10 to 15% of the market
• Within 25% of the market
• Within 40% of the market
• Sufficient to hire away an employee from a competitor

Within 10 to 15% of the market

Incentive management software is not very useful in helping managers track and reward sales performance in global operations.

• True
• False

False

Application forms, tests, interviews, and educational requirements are all examples of:

• Selection criteria
• KSAs
• Predictors
• Specifications

Predictors

Perquisites are typically _____ provided to _____ as part of their compensations plans.

• Benefits, executives
• Bonuses, workers
• Commissions, salespersons
• Bonuses, contractors

Benefits, executives

Hofstede’s model for analyzing national cultures include all the following variables EXCEPT:

• Masculinity/Femininity
• Individualism/Group Orientation
• Socio-Economic
• Inequality in power

Socio-Economic

When managers select their own subordinates:

• Selection criteria tend to be excessively stringent
• Validity and effectiveness of the process may be questionable
• Reliability of the process increases
• Subsequent employee performance is improved

Validity and effectiveness of the process may be questionable

 Which issue surrounding executive compensation in the U.S. is most frequently debated because of the lack of empirical support?

• Whether CEO pay should be capped by law
• Whether the ratio of CEO-to-average-worker pay is fair
• Whether executive compensation is related to organizational performance
• Whether executives pay enough taxes

Whether executive compensation is related to organizational performance

Retention is a problem in the global workplace because: 

• New entrants to the workforce have no organizational loyalty and move to other organizations for minor reasons
• The slump in births after the baby-boom has left more jobs to fill than there are new workers to fill them
• There are fewer qualified and productive workers in the workforce
• Females are taking advantage of FMLA and pregnancy discrimination laws to extend their time away from the workforce

There are fewer qualified and productive workers in the workforce

Which federal law deals with hazardous occupations as they may pertain to certain young workers?

• The Fair Labor Standards Act
• Title VII of the 1964 Civil Rights Act
• The National Labor Relations Act
• The Youthful Worker Protection Act

The Fair Labor Standards Act

Employee benefits typically cost an employer between _____ and _____ of payroll.

• 15%, 20%
• 20%, 30%
• 30%, 40%
• 45%, 50%

30%, 40%

The number of clerks, cashiers, packers, and farmers has increased steadily in the past 40 years.

• True
• False

False

The General Aptitude Test Battery (GATB) is a type of _______ test.

• Psychological
• Personality trait
• Integrity
• Cognitive ability

Cognitive ability

Union representation has increased in recent years for which of the following groups?

• Airline pilots
• Managers
• Health-care workers
• Auto workers

Health-care workers

The largest employee benefits cost to employers is:

• Healthcare insurance
• Pension funding
• Paid vacations
• Group life insurance

Healthcare insurance

Helpful in retention efforts, employee recognition can be both tangible and intangible.

• True
• False

True

Which is NOT a major force affecting current HR management?

• Globalization
• Decreasing diversity in the workforce
• Changing technology
• Increased competitive pressure

Decreasing diversity in the workforce

Employee benefits are considered a competitive business advantage.

• True
• False

True

Responsibility for health, safety, and security in an organization is the responsibility of:

• HRM alone
• Operating managers alone
• HRM and operating managers working together
• Contract security firms and consultants

HRM and operating managers working together

An applicant for the job of bank loan officer was given a test which provided a scenario of someone applying for a second mortgage. The applicant was given guidelines for making the decision and a list of possible solutions. The test was a:

• Realistic job preview
• Situational judgment test
• Cognitive ability test
• Behavioral test

Situational judgment test

When an employee quits in the first few months after hiring, it is likely due to:

• A poor relationship with the supervisor
• Inadequate screening before hire
• Lack of career opportunities
• Non-competitive pay

Inadequate screening before hire

One out of every four self-employed people who are killed at work are:

• Miners
• Farmers
• Fish boat workers
• Skyscraper window washers

Farmers

Homer receives $100 per months in non-taxable prescription drug coverage from his employer. His combined federal and state income tax bracket is 33%. Homer’s prescription drug benefit is the equivalent of a monthly pay raise of _____.

• $33.33
• $149.25
• $133.33
• $77.00

$149.25

Which statement is TRUE about expected racial/ethnic diversity in the U.S. in the year 2050?

• Non-Hispanic whites will be about 80% of the population
• Growth in the African-American population will outpace growth in the Hispanic population
• The Asian population will triple
• The Hispanic population will be about 15% of the population

The Asian population will triple.

COBRA deals with:

• Employer-paid benefits
• Employee-paid benefits
• Government-paid benefits
• Union-funded benefits

Employee-paid benefits

An indication of an advanced approach to diversity management in an organization is/are:

• An inclusive culture
• A preference for the traditional status quo
• Implements of affirmative action
• Frequent lawsuits

An inclusive culture

For study analysis, employer benefits are generally divided into which broad categories?

• Government-mandated and voluntary
• Taxable and tax-exempt
• Management and non-management
• Union-negotiated and nonunion

Government-mandated and voluntary

Statutory rights have their origin in:

• Legislation
• Common law
• Secular humanism
• Religious doctrine

Legislation

The LEAST desired effect of diversity training is:

• Reduction of harassment complaints in the organization
• A lower level of discrimination in the organization
• Increased political correctness of employee attitudes
• Heightened awareness of differences among employees

A lower level of discrimination in the organization

Federally-mandated employee benefits coverage has been proposed in all of the following areas EXCEPT:

• Paid time off for family leave
• Universal health care
• Portable pension plan
• Legal expense coverage

Legal expense coverage

Nondirective selection interviews tend to have relatively low selection validity.

• True
• False

True

An employee is covered under the FMLA for all the following situations EXCEPT:

• Caring for a domestic partner with a serious health condition
• Adoption of a child
• Caring for a parent with a serious health condition
• The employee has a serious health condition

Caring for a domestic partner with a serious health condition

The “Y” generation typically have all these characteristics EXCEPT:

• Using more technology
• Wanting to be rewarded quickly
• Questioning managers about decisions
• Being concerned about security and experience

Being concerned about security and experience

The idea that past behaviors are good predictors of future actions is the basis for ______ interviews.

• Stress
• Behavioral
• Situational
• Competency

Behavioral

Which of the following is NOT a voluntary employer retirement benefit?

• Pension plans
• Early retirement options
• IRAs
• OWBPA protections

OWBPA protections

The study of the way work inputs, activities, and outputs move through an organization is called:

• Work flow analysis
• Job analysis
• Job evaluation
• Job inspection

Work flow analysis

In a ____ pension plan the employer makes an annual payment to the employee’s pension account.

• Cash balance
• ESOP
• Defined-benefit
• Defined-contribution

Defined-contribution

_______ occurs when an employer becomes aware than an employee may be unfit for work but continues to employ the person, then the person injuries someone.

• Negligent Retention
• Negligent Release
• Negligent Hiring
• Negligent Ethics

Negligent Retention

Which of the following plans would cover an employee’s expenses if he/she had to move to an assisted-living residence?

• An employee assistance program
• FMLA
• Disability insurance
• Long-term care insurance

Long-term care insurance

When the organization of work in the company is re-thought, re-designed, and re-tooled, the activity is termed:

• Task redistribution
• Implementation of total quality control
• Business process re-engineering
• Organizational re-inventing

Business process re-engineering

Shabhan has been told that she will be responsible for evaluation her own work and correcting errors. Previously, her supervisor did this. Shabhan thinks she deserves a raise since she will be “doing her boss’s work”. She is experiencing job: 

• Rotation
• Enhancement
• Enlargement
• Enrichment

Enrichment

Which statement is TRUE about an employer’s right to check the credit history of job applicants? 

• It is generally permitted if done in compliance with the Fair Credit Reporting Act
• It is not permitted under any circumstance.
• It is permitted only infilling national security-oriented positions.
• It is permitted, but negative information received must be kept secret from the applicant to protect third-party investigators.

It is generally permitted if done in compliance with the Fair Credit Reporting Act

Which statement is TRUE about requiring arbitration of employment disputes as a condition of employment in the U.S.?

• It applies only in right-to-work states
• It is legal, but employers must adhere to it
• It is illegal under any circumstance
• It can be applied only if the employee is represented by counsel

It is legal, but employers must adhere to it

Which of the following employees would be best to select to work on a team?

• A brilliant introvert
• An individualistic idealist
• A weak leader
• An extrovert with good job skills

An extrovert with good job skills

_______ are individuals outside the normal chain of command who act as problem solvers for both management and employees.

• Peer review panels
• Ombuds
• Retired federal judges
• Licensed arbitrators

Ombuds

A work arrangement where the employees work a set number of hours a day but vary starting and ending times is called:

• Shift work
• Flextime
• Virtual work
• Compressed work week

Flextime

Greg can purchase shares of stock in his employer’s company for a discounted price. His employer will provide a matching amount to the amount Greg invests. This is called a/an:

Employee stock ownership plan

Phantom stock plan

Stock purchase plan

401(k) plan

Stock purchase plan

Training can be classified in all the following ways EXCEPT:

• Training via disciplinary sanctions
• Required and regular training
• Job/technical training
• Developmental and career training

Training via disciplinary sanctions

Job analysis is the most basic building block of HR management.

• True
• False

True

All of the following statements about training are true EXCEPT:

• Training is a minor cost in most organizations
• Training is often seen as tactical rather than strategic
• Top management is often unclear as to what it wants from training
• Management fails to connect training with business strategy

Training is a minor cost in most organizations

Which of the following is TRUE regarding the job offer? 

• Legal counsel does not need to review the formal offer letter
• It is the third step in the selection process
• Offers should contain vague or general statements about work schedules, bonuses, and working conditions
• Many offers are made over the phone and followed up with a formal letter

Many offers are made over the phone and followed up with a formal letter

Work sampling and employee diary/log entries are good methods of observation for job analysis.

• True
• False

True

Which of the following does NOT legislate labor issues?

• The Civil Rights Act of 1964
• The Fair Labor Standards Act
• The Landrum-Griffin Act
• The Taft-Harley Act

The Civil Rights Act of 1964

If the training manager for an organization examines grievances, accidents, wastage/scrap, complaints, and exit interviews, he or she is analyzing _______ sources of data for a training needs assessment.

• Individual
• Job/task
• Organizational
• Work

Organizational

While a job specification describes activities to be performed, a job description lists the knowledge, skills, and abilities that a person needs to satisfactorily perform the job.

• True
• False

False

Performance standards flow directly from the job analysis.

• True
• False

False

Disparate ________ occurs when members of a group are unfairly treated differently from others in employment decisions. 

• impact
• situations
• conundrum
• treatment

treatment

A business _________ is a practice necessary for safe and efficient organizational operations and has been the subject of numerous court decisions.

• reality
• necessity
• statistic
• predictor

necessity

A cosmetic company that makes African-American hair care products can refuse to hire Caucasians or Asians under the bona fide occupational qualification.

• True
• False

True

When a company takes punitive actions against individuals who exercise their legal rights, it is called:

• Noncompliance
• Legal skirting
• Screening
• Retaliation

Retaliation

A growing issue for U.S. firms that hire individuals to fill jobs in other countries is the need for adequate background checks.

• True
• False

True

Which of the following statements is TRUE regarding affirmative action? 

• Views on affirmative action are very similar across the board
• Employees are discouraged from hiring groups of applicants based on their race, age, gender, or national origin
• Affirmative action guidelines are intended to give protected groups of people the same employment opportunities as everybody else
• Just because one group of people do poorly on departmental tests, the company should throw out the test altogether

Affirmative action guidelines are intended to give protected groups of people the same employment opportunities as everybody else

If Freddie is an expatriate of the U.S. working in Belize, he must adhere to the same U.S. culture and taxing laws as if he were working in the U.S.

• True
• False

False

Any employer MAY have a voluntary affirmative action plan, but all government contractors MUST have a plan.

• True
• False

True

Which of the following statements is TRUE concerning workers over 40? 

• The impact of the ADEA is decreasing as the U.S. workforce is aging.
• Employers are liable if the disparate age impact is due to reasonable factors other than age.
• The expression “We need younger blood” is merely opinion; it cannot be used as evidence of age discrimination
• They are increasing in numbers in the workforce

They are increasing in numbers in the workforce

Because of increased technology and better education today, training of employees and managers has decreased in importance.

• True
• False

False

Title ______ of the Civil Rights Act identifies discrimination on the basis of religion as illegal.

• II
• IV
• VII
• XVI

VII

According to the ADA, employee medical records must be kept in the:

• Regular personnel file
• Confidential personnel file
• Confidential medical file
• Employee’s own possession

Confidential medical file

According to the EEOC guidelines, companies cannot force workers to speak English under any circumstance.

• True
• False

False

________ is the process whereby an organization seeks to identify and leverage the knowledge held by its employees for competitive advantage.

• Cognition scanning
• Knowledge capturing
• Knowledge management
• Knowledge acquisition

Knowledge management

The first step in systematic training is training:

• Evaluation
• Design
• Delivery
• Assessment

Assessment

An employee’s Constitutional right to free speech may not lawfully be restricted in the workplace.

• True
• False

False

To conform to the IRCA, employers must do all EXCEPT: 

• Obtain and inspect I-9 forms
• Use E-verify as a source of legal status for immigrants
• Verify documents such as birth certificates, passports and work permits
• Hire immigrants even though the immigrants can supply no form of work status or identification

Hire immigrants even though the immigrants can supply no form of work status or identification

Ralph is in a quality control training program. He is eager to learn the new statistical quality control techniques. He is smart and capable, but has problems understanding the mathematics involved. His performance in the program is hampered because he lacks one of the essential elements of: 

• Motivation to learn
• Seeing value in the learning
• Self-efficacy
• Ability to learn

Ability to learn

Which of the following is TRUE about whistle blowers and the Sarbanes-Oxley Act? 

• It is a comprehensive whistle-blowing law fully protecting the right to free speech of both public and private employees
• Private employers do not have to adhere to provisions of the Act
• Companies rarely want to retaliate against whistle blowers
• Whistle blowers are less likely to lose their jobs in public employment than in private employment because most civil service systems follow rules protecting whistle blowers

Whistle blowers are less likely to lose their jobs in public employment than in private employment because most civil service systems follow rules protecting whistle blowers

A professional symphony orchestra will perform a new symphony. To learn this new symphony, the musicians will need to engage in:

• Remedial skills training
• Contextual learning
• Active practice
• Enhancement of self-efficacy

Active practice

All of the following statements are true regarding how the EEOC addresses sexual orientation EXCEPT: 

• Title VII applies to a person’s gender at birth, not after any kind of gender-altering surgery
• Individuals with sexual behavior disorders are specifically excluded from being considered disabled under ADA guidelines
• Title VII does not give “domestic partners” the same legal status as married heterosexual couples
• The U.S. Supreme Court has established that gays and lesbians have special rights

Individuals with sexual behavior disorders are specifically excluded from being considered disabled under ADA guidelines

Cross training occurs when two or more people are trained to do the same job.

• True
• False

True

The EEOC has recently addressed and issued guidelines relating to the issue of family responsibility discrimination.

• True
• False

True

The importance of the HR function proving that it is a financial contributor to the organization has led to: 

• More emphasis on calculating the ROI of HR activities
• Top executives of HR being promoted through a financial career path
• CFO’s taking over the HR function in organizations
• HR promoting itself as a cost center in the organization

More emphasis on calculating the ROI of HR activities

A large school district is changing from an outdated method of handling payroll to a nationally recognized, more sophisticated computer-based payroll system. It is very likely that the vendor of the system will handle the district’s training needs when it upgrades to the new system. 

• True
• False

True

Which statement is TRUE about HR strategy in practice? 

• Thirty percent of HR professionals are full strategic partners
• Top management usually assesses HR on its strategic contributions
• More than 80% of firms monitor statistic related to strategic performance
• Only about 10% of firms have an HR strategy

Thirty percent of HR professionals are full strategic partners

OSHA Process safety management standards focus on: 

• Hazardous materials
• Ergonomic concerns
• Personal security
• Electrical hazards

Hazardous materials

The safest effective way to teach eye surgeons to use a new laser technique would be:

• Massed practice
• Distance learning
• Computer simulation
• Instructor-led training

Computer simulation

SWOT is an analysis of strengths, weaknesses, opportunities, and threats in an organization.

• True
• False

True

Learning that combines interactive computer-based lessons with teleconferencing and other forms of instruction is called:

• Blended learning
• Virtual reality instruction
• Multi-task learning
• E-learning

Blended learning

Which is the following is NOT an important factor in changing cultures during mergers and acquisitions?

• Deploy role models
• Avoid providing meaningful incentives
• Providing clear and consistent messages
• Define the desired behavior

Avoid providing meaningful incentives

OSHA requires employers to _____ jobs and provide employees personal ______ equipment.

• Restructure, communications
• Videotape, viewing
• Analyze, protective
• Sterilize, medial

Analyze, protective

All of the following are common HR functions in succession planning EXCEPT: 

• Making final selection of individuals to be named on the replacement charts
• Assisting management in identifying future job skills
• Participating in noting employees who might fill future positions
• Helping trace and update succession plan efforts

Making final selection of individuals to be named on the replacement charts

Business process reengineering is a radical redesign of common business processes to achieve dramatic improvement.

• True
• False

True

A calculation that subtracts all operating expenses except labor expenses from revenue and dividing by the total full time head count of employees is called human capital. 

• Value Added
• Return on investment
• Profitability index
• Effectiveness

Value Added

The FIRST step in a safety committee’s investigation of an accident is to:

• Interview the injured party
• Interview witnesses to the accident
• Review the scene of the accident
• Conduct tests to replicate the accident

Review the scene of the accident

Succession planning can be especially important in both small and large firms.

• True
• False

True

Specific measure tied to indicators of HR performance are referred to as:

• HR Metrics
• HR Accountables
• HR Deliverables
• HR Benchmarks

HR Metrics

When an employer offers technical/professional employees different tracks, each with attractive titles and pay opportunities, this is an application of:

• A dual-career ladder
• Duplication of effort
• Dilution of talent
• Succession planning

A dual-career ladder

Facebook, LinkedIn, and other social networking is frowned upon by HR managers because of the potential of misuse.

• True
• False

False

Labels for different views of careers include all of the following EXCEPT:

• Protean career
• Career without boundaries
• Career ladders
• Portfolio career

Career ladders

Niqua is a middle-level manager who also conducts new-employee orientation. She is a leader in the organization, and her opinions are valued. However, she is beginning to disengage from her career. Niqua is in the ________ stage of her career. 

• Mid-career
• Late career
• Career plateau
• Career exit

Late career

Using past trends and present conditions to model future conditions helps managers to optimize human resources.

• True
• False

True

Which of the following is NOT an external environment?

• Economic conditions
• Political climate, both nationally and internationally
• Competitive forces
• The company’s adherence to its mission statement

The company’s adherence to its mission statement

The downsizing technique that has the most negative effect on the departing and surviving employees is:

• Attrition
• Voluntary separations
• Early retirement
• Layoffs

Layoffs

According to the U.S. Bureau of Labor Statistics, more than ___% of all couples are dual-career couples.

• 20
• 40
• 60
• 80

80

OSHA standards do NOT address:

• Hazardous communication
• Blood borne pathogens
• Employee notices
• Psychological fitness for certain occupations

Psychological fitness for certain occupations

When a company exerts efforts to improve employees’ abilities to handle a variety of assignments and to cultivate their abilities beyond those needed for their current jobs, it is practicing:

• Human resource development
• Psychological interventions
• Stress testing
• Vocational training

Human resource development

In the U.S., substance abuse is most prevalent among young, single men.

• True
• False

True

In the United States employees unionize because they _____ and believe unions can assist them.

• Are dissatisfied with how they are treated by their employer
• Have deep anti-business sentiments
• Are politically motivated
• Wish to gain financially as much as the employer can be forced to give

Are dissatisfied with how they are treated by their employer

In its management development efforts, HR focuses on all the following variables EXCEPT: 

• Training in specific operational skills such as data entry
• Developing capabilities such as decision-making and action orientation
• Lifelong learning
• Redevelopment

Training in specific operational skills such as data entry.

The use of ______ requires employees to sign a preemployement agreement stating that all disputes will be submitted to arbitration, and that employees waive their rights to pursue legal action until the completion of the arbitration process. 

• Peer review panels
• Ombuds
• Retired federal judges
• Compulsory arbitration

Compulsory arbitration

Coaching is one aspect of which HR development approach:

• Job-site
• Off-site
• Learning organization
• Sabbatical

Job-site

E-Development is associated with which approach to HR development? 

• Learning organization
• Job rotation
• On-site
• Coaching

Learning organization

The need for a “good reason” for disciplinary actions such as dismissal usually can be found in union contracts, but not in at-will situations.

• True
• False

True

Which statement is TRUE about public sector unionism in the U.S. in recent years? 

• It has increased
• It has declined somewhat
• It has remained the same
• It was declared unlawful, and public employee unions disbanded

It has increased

Under the talent management concept, starting or changing a major organizational feature is seen as a challenge that facilitates a managers learning.

• True
• False

True

 Which statement is TRUE about OSHA’s General Duty clause? 

• It requires employers to inform employees of their general duty to work safely
• It requires employers to adopt specific safety and health standards
• It can be used to cite an employer who has violated no specific OSHA standard
• It deals with the general duty to keep employees informed of facility accident rates

It can be used to cite an employer who has violated no specific OSHA standard

What is the most common reason employees fail after being promoted to supervision or management? 

• Weak technical skills
• Lack of assertiveness
• Poor teamwork with peers and subordinates
• Being politically outmaneuvered by rival managers

Poor teamwork with peers and subordinates

The Wagner Act prohibited: 

• Unfair labor practices by employers only
• Unfair labor practices by unions only
• Unfair labor practices by both employers and unions
• Unfair labor practices by labor arbitrators

Unfair labor practices by employers only

The ratio of junior, middle-level, and senior professional staff.

• Leverage
• Balanced Approach
• Human Capital Development
• Expertise Based Practice

Leverage

Which of the following scenarios of leverage would be most profitable for the firm?  The shareholder’s billable hour is $400 per hour and cost is $200 per hour, the Associate’s billable hour $280 per hour and cost $140 per hour and the Paralegal’s billable hour is $120 and cost is $60 per hour. 

• Shareholder bills 6 hours, Associate bills 4 hours and Paralegal bills 4 hours
• Shareholder bills 5 hours, Associate bills 6 hours and Paralegal bills 3 hours
• Shareholder bills 4 hours, Associate bills 8 hours and Paralegal bills 2 hours
• Shareholder bills 3 hours, Associate bills 9 hours and Paralegal bills 2 hours

Shareholder bills 4 hours, Associate bills 8 hours and Paralegal bills 2 hours

Which of the following is not one of the three main goals of the professional service firm according to Maister?

• Service to Clients 
• Success/Profitability
• Satisfaction of Staff
• Strategic Planning and Development

Strategic Planning and Development

Responsibility for the organization’s three primary tasks is allocated to these three levels according to Maister.

• Brains, Grey Hairs and Performers
• Grinders, Minders and Finders
• Leaders, Associates and Followers
• Partners, Para-professionals and Staff

Grinders, Minders and Finders

The ______________ project usually involves a well-recognized and familiar type of problem.

• Grey Hairs
• Productive
• Procedure
• Brains

Procedure

Once a healthy level of leverage has been achieved by the firm, about ________ of each partner profits comes not from what he or she bills, but from the profit generated by those in the nonpartner group.

• 80%
• 60%
• 30%
• 50%

60%

We have seen that the leverage structure and the ______________ policies together determine target (required) growth rate.

• Marketing
• Strategic Planning
• Promotion
• Retirement

Promotion

In a partnership, the ultimate measure of profitability is (or should be) _______________, which is driven by three main factors, margin, productivity and leverage.

• Profit per partner
• Service quality
• Engagement level profitability
• Partner compensation

Profit per partner

Which of  the following is not a way for  a firm to improve productivity?

• Improve speed of billing
• Decrease utilization
• Justify higher fees
• Invest in new services

Decrease utilization

When raising fees, firms must also provide value to their clients and do so by investing in the all of following, except.

• Skill-building
• Specialization
• Innovation
• Decrease volume

Decrease volume

A firm’s bad habit that reduces profitability, adversely affects motivation and morale, reduces a firm’s competitive capabilities, and in addition prevents senior professionals from spending more time with the clients and investing in the future of the firm, is called?

• Client development
• Low output management
• Systemic underdelegation
• Leverage utilization

Systemic underdelegation

Which of the following is not one of the three essential elements to solving the problem of underdelegation?

• Engage administrative staff to assign tasks
• Tracking and rewarding coaching activities
• Engagement-level profitability measures
• Scheduling process

Engage administrative staff to assign tasks

 Firms must execute a full package of practice development steps covering five main categories of activities, these are?

• Nurturing, courting, superpleasing, broadcasting and listening
• Courting, watching, supermarketing, promoting and value adding
• Broadcasting, accounting, superpleasing and learning
• Supermarketing, promoting, engaging and leveraging

Nurturing, courting, superpleasing, broadcasting and listening

Sarah, Managing Partner, is meeting with John, Cindy and Emmanuel, each are partners in the same firm.  She asks the following questions:  “Which of our clients have additional work to give us?”; “What level of nonbillable investment makes sense to ensure that we get that work?”; and “What activities will increase the probability that this client will want to give us future work?”.  What activity are they likely discussing?

• Recruitment
• Associate Development
• Leverage Utilization
• Practice Development

Practice Development

A partner’s work is no longer subject to review by others

• Seniority
• Delegation
• Diplomacy
• Autonomy

Autonomy

Partners share in the new profits (or losses) of the firm

• Partnership
• Equity participation
• Democracy
• Profits per partner

Equity participation

The single most important managerial activity in a professional service firm is

• Scheduling of work assignments
• Coaching and mentoring
• Marketing and client development
• Planning and budgeting resources

Scheduling of work assignments

Partners cannot be removed except by an extraordinary vote of the partnership

• Strategy development
• Tenure
• Small team approach
• Reputation

Tenure

A means by which the high price of staff might be recouped through higher value to clients is “empowering” the individual with all of the following except

• Experience
• Knowledge of the firm
• Tools
• Costly resources

Costly resources

In matching the many staff members to the many projects, the scheduler must achieve an “optimum” allocation that is a function of the four major variables, which of the following is not one of these four major variables

• Professional development
• Profitability
• Partner preference
• Staff morale

Partner preference

Which of the following is considered a First Team marketing tactic

• Proprietary research
• Community/civic activities
• Brochures
• Cold calls

Proprietary research

Increasing the Firm’s capabilities to serve a particular client includes all of the following except

• Conduct reverse seminar
• Find out what client is happy with
• Attend industry meetings
• Court client’s competitors 

Court client’s competitors

Successful firms learn to manage their marketing

• Results
• Efforts
• Budget
• Relations

Efforts

Motivational Maintainers include all of the following except

• Provide clear goals
• Provide autonomy in work
• Demand accountability
• Provide strict direction

Provide strict direction

Maister has identified how many noticeably different characteristics which distinguishes the best firms from ordinary firms?

• Two
• Four
• Six
• Eight

Eight

The best practice management tool used to motivate individuals to successfully reach long term goals, they might otherwise ignore is?

• Performance review
• Coaching
• Judging
• Vision statement

Coaching

A manager’s time can be divided into five categories, which of the following is the manager’s greatest opportunity to “make a difference”?

• Personal marketing and selling
• Administrative and financial matters
• General client relations
• Dealing and talking with senior professionals and staff
• Doing professional (billable) work

Dealing and talking with senior professionals and staff

Which of the following characteristics is one of those identified by Maister that distinguishes extraordinary firms from ordinary firms?

• Professional talent
• IQ
• Unique management system
• Energy

Energy

Which of the following is not a recommended possible strategy for being more valuable to clients?

• Can we develop an innovative approach to hiring so that we can be more valuable to clients by achieving a higher caliber of staff than the competition?
• Can we become more valuable to our clients by investing in research and development on issues of particular interest to them?
• Can we allow existing partners to carry on supporting the current client base, add lateral partners to develop a new specialty and open a new office in a new location so that we can be more valuable to clients?
• Can we become better than our competition at accumulating, disseminating, and building on our firmwide expertise and experience, so that each professional becomes more valuable in the marketplace by being empowered with a greater breadth and depth of experience?

Can we allow existing partners to carry on supporting the current client base, add lateral partners to develop a new specialty and open a new office in a new location so that we can be more valuable to clients?

The critical stumbling blocks in strategy development are each of the following except?

• Making it happen
• Knowledge of the firm
• Follow-up
• Action implementation

Knowledge of the firm

Good coaches do all of the following except?

• Theorize about what should motivate people
• Use many approaches in motivating
• Build teams
• Celebrate success

Theorize about what should motivate people

In executing its strategy responsibility, the firm’s management should review policies (“rules of the game”) such as the following, except?

• Performance appraisal
• Profitability
• Profit allocation
• Procedures for quality assurance
• Precise implementation

Precise implementation

Which of the following is considered the crux of strategy?

• How can we be more profitable?
• How can we build the best team?
• How can we be better at what we do?
• How can we do more?

How can we be better at what we do?

The performance counseling process can (and should) be designed to help partners, creating the opportunity for them to do all of the below, except?

• Receive constructive feedback
• Reject negative feedback
• Reflect on and learn from the past year’s accomplishments
• Receive personalized advice on how best to advance their career 

Reject negative feedback

The first essential element of any effective performance counseling system is a shared understanding of what?

• Results
• Efforts
• Whatever aspect of performance the firm wishes to stress
• Profitability

Whatever aspect of performance the firm wishes to stress

The key performance indicators, for which all partners should be held accountable, should be made up of six categories. Which of the following is not one of these?

• Profitability of work supervised
• Contributions to the success of others
• Contributions to practice development
• Seniority in position

Seniority in position

Industry specialty groups benefit by cross-office collaboration in each of the following ways, except?

• Leverage
• Synergy
• Autonomy
• Productivity

Autonomy

According to Maister, the key to ensuring any professional firm’s future is wise management of its key assets, which are?

• Achieving a good income statement result and meeting the firm’s goals
• Its inventory of skills, talents, knowledge, and ability
• The strength of its client relations and reputation
• Both b and c

Both b and c

At the end of the year, the main question the compensation committee has to answer to the partners is?

• How much money did the firm make
• Who spent what on what and why
• What is being rewarded
• Why did she get more than me

What is being rewarded

Maister describes real professionalism as all of the following except:

• Dedication to the interest of the client
• Commitment to quality
• Sincere desire to help
• Pride in work             
• Courage to continue education

Courage to continue education

Maister uses many quotes to describe true professionalism which of the following is not one of them: 

• Being a professional is neither about money nor about professional fulfillment
• Firms should hire for attitude, and train for skill
• The opposite of the word professional is unprofessional
• Professional is not a label you give yourself—it’s a description you hope others will apply to you

The opposite of the word professional is unprofessional

Which of the following is not one of the suggestions that encourages people to act professionally, and also creates the environment that allows real professionals to flourish? 

• Don’t be afraid to give people ever more responsible assignments
• Show appreciation to the one who has taken the lead, even if they are part of a team
• Take the time to help people learn, simply as a desire to help them improve
• Get people involved so everyone can see the big picture and how they fit into it 

Show appreciation to the one who has taken the lead, even if they are part of a team

Which of the following traits are most required to be a successful professional?

• Initiative
• Drive
• Commitment
• Enthusiasm
• Financial Stability

Financial Stability

According to Maister, which missing element in most professionals’ lives is the most important.

• Fun
• Prestige
• Financial Stability
• Standing
• Pride

Fun

The dominant competitive advantage for both individual professionals and firms include all of the following except?

• Ambition
• Drive
• Energy
• Power
• Enthusiasm

Power

The power of passion is by?

• What you are good at
• What you care about
• What your experience is
• What your profession is

What you care about

Many professionals are too busy worrying about their firm’s performance criteria to figure out what success really means to them.  Which of the following is not one of the questions individuals should concentrate on, when trying to figure out what they want? 

• Where would you like to be three years from now
• What kind of clients would you like to have in three years
• What next career challenge would you find most exciting
• What do you need to do to achieve your bonus over the next three years

What do you need to do to achieve your bonus over the next three years

According to Maister, there are three performance categories of professional life, which is not one of them

• Driver
• Dynamo
• Loser
• Cruiser

Driver

What you do with your billable time determines your current income, but what you do with your nonbillable time determines your future.  Below are some results of investing properly in nonbillable time, which is not one of these? 

• Build client relationships
• Break into new markets
• Build new tools
• Build your team
• Build your cases

Build your cases

No one can manage you if you don’t give them permission to do so, but Maister believes there are good reasons to grant that permission, which of the following is not one of those reasons? 

• To create an environment of high standards and shared values
• To build a system with strict accountabilities in areas that you agree are important
• +To build a rewards system that pays everyone more for the work they perform
• To build a firm intolerant on matters of values and strategy

To build a rewards system that pays everyone more for the work they perform

A firm should strive to find a small number of individuals in their organization that can be credibly received by their colleagues as having these traits and make them the leaders, which of the following is not one of these traits. 

• Interested in helping others financially
• Interested in helping others grow
• Interested in helping others develop
• Interested in helping others ful-fill themselves
• Interested in helping others flourish

Interested in helping others financially

What many firms misunderstand is that their standards and values are not defined by their aspirations  (“We aim to be excellent”), but by what they are prepared to ____________.

• Practice
• Implement
• Enforce
• Demand

Enforce

In influencing performance, firms have two sets of tools available to them: financial controls and social controls.  Which of the following is not a financial control?  

• Bonus
• Reports
• Budgets
• Counseling

Counseling

A firm that is trying to help an underperforming employee succeed will offer all of the following, except? 

• Guidance
• Ultimatums
• Coaching
• Training

Ultimatums

It is important for firms to be valuable in the firm itself, which of the following is not adding value to the firm itself? 

• Provide professionals with the benefit of shared skills and experiences
• Back up professionals with investments in shared tools
• Provide superior support staff and systems
• Create an emotionally supportive “collegial” environment
• Create an individual based rewards system

Create an individual based rewards system

In Getting to Yes, the authors suggest you should not bargain over position, which of the following is not one of the reasons given? 

• Arguing over positions produces wise agreements
• Arguing over positions endangers an ongoing relationship
• Arguing over positions is inefficient
• Being nice is no answer

Arguing over positions produces wise agreements

The human aspect of negation can be either helpful or disastrous, because negotiators are people too. Which of the following is not a suggestion made by the authors in handling this, separating the people from the problem, issue?

• Build a trusting relationship
• Take comments personally
• Explore rational solutions
• Work to improve communication

Take comments personally

There are three big problems in communication, which of the following is not one of them?

• Negotiators are misleading each other
• Negotiators are misunderstanding each other
• Negotiators may not be listening to each other
• Negotiators may not be talking to each other

Negotiators are misleading each othe

A common error in diagnosing a negotiating situation is __________________?

• Assuming the negotiators are friendly
• Assuming that your position is the best
• Assuming that the negation will be simple
• Assuming that each person on the other side has the same interests

Assuming that each person on the other side has the same interests

When focusing on interests the authors suggest you do all of the following, except?

• Make your interest come alive
• Put the problem before the answer
• Look backward not forward
• Be concrete but flexible
• Be hard on the problem, soft on the people

Look backward not forward

To invent creative options for mutual gain, then you should do all of the following, except?

• To search for mutual gains
• Invent ways to make their decisions more difficult
• Separate the act of inventing options from the act of judging them
• To broaden the options on the table rather than look for a single answer

Invent ways to make their decisions more difficult

The following are steps to take before brainstorming, except?

• Change the environment
• Design a formal atmosphere
• Choose a few participants
• Define your purpose
• Choose a facilitator

Design a formal atmosphere

The following are steps to take during brainstorming, except?

• Seat the participants across the table from each other to face the problem
• Clarify the ground rules, including the no-criticism rule
• Brainstorm
• Record the ideas in full view

Seat the participants across the table from each other to face the problem

The following are steps to take after brainstorming, except?

• Invent improvements for promising ideas
• Set up a time to evaluate ideas
• Star the most promising ideas
• Explain to the other side what ideas you absolutely will not accept and why
• Decide what ideas you will accept

Explain to the other side what ideas you absolutely will not accept and why

When negotiating with objective criteria there are basic points to remember, which of the following is not one of the basic points? 

• Frame each issue as a joint search for objective criteria
• Reason as to which standards are most appropriate and how they should be applied
• Yield to pressure, not to principle
• Be open to reason as to which standards are most appropriate and how they should be applied

Yield to pressure, not to principle

When negotiating about the rules of the game you should do all of the following, except?

• Focus on position, not interests
• Invent options for mutual gain
• Insist on using objective criteria

Focus on position, not interests

Which of the following is not a pressure tactic?

• Refusal to negotiate
• Explaining demands
• Calculated delay
• Hardheaded partner
• Take it or leave it
• Lock-in tactics

Explaining demands

A systematic arrangement of people brought together to accomplish some specific purpose is called?

1. An organization
2. A Company
3. A Team
4. A Union

An Organization

What is an individual in an organization who directs the activities of others?

1. Employee
2. Manager
3. Subordiante
4. New Hire

Manager

Individuals who are responsible for making decisions about the direction of the organization and establishing policies that affect all organizationl members are called?

1. Top Managers
2. Middle Managers
3. First Line Supervisors
4. Lower Level Managers

Top Managers

The process of getting things done, effectively and efficiently, through and with other people is referred to as:

1. Peer review panels
2. Management
3. Leading
4. MUltitasking

Management

________ means doing things right or getting the most output from the least amount of inputs.

1. Effectiveness
2. Managing
3. Efficiency
4. Planning

Effiiciency

Doing the right things, or completing activities so that organizational goals are attained.

Effectiveness

Includes motivating employees, directing the activitites of others, selecting the most effective communcations channel, and resolving conflicts:

1. Organizing
2. Planning
3. Managing
4. Leading 

Leading

Job-Specific knowledge and techniques needed to perform work tasks:

1. Interpersonal Skills
2. Political skills
3. Technical Skills
4. Job Description

Technical Skills

_______  skills are a manager's ability to build a power base and establish the right connections.

1. Political
2. Interpersonal
3. Emotional
4. Technical

Political

Any constitutencies in an organization's environment that are affected by that organization's decisions and actions:

1. Stakeholders
2. Employees
3. Managers
4. Clients

Stakeholders

The shared values, principles, traditions, and ways of doing things that influences the way organizational members act is called organizational _______

1. Environment
2. Makeup
3. Culture
4. Diversity

Culture

Ways in which people in a workforce are similar and different from one another in terms of gender, age, race, sexual orientation, ethnicity, cultural background, and physical abilities and disabilities is called:

1. Organizational Culture
2. Organizational Environment
3. Workforce Culture
4. Workforce Diversity

Workforce Diversity

What managers do to develop an organization's strategies is:

1. Strategic Management
2. Planning
3. Writing a Mission Statement
4. Goal Setting

Strategic Management

An organization's assets that it uses to develop, manufacture, and deliver products to its customers:

1. Capabilities
2. Opportunities
3. Resources
4. Core Competencies

Resources

Activities the organization doesn't do well or resources it needs, but doesn't pssess:

1. Weaknesses
2. Threats
3. Resources
4. Opportunites

Weaknesses

The combined external and internal analysis.

1. Goal Planning
2. SWAT Analysis
3. SORT Analysis
4. SWOT Analysis

SWOT Analysis

An organizational Strategy that specifies what businesses a company is in or wants to be in and what it wants to do with those businesses.

1. Corporate Strategy
2. Growth Strategy
3. Stability Strategy
4. Renewal Strategy

Corporate Srategy