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Exam 7: Management and Leadership

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Question 131

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External customers are those individuals or units that receive services from other units within the same organization.

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B) False

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Question 132

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The question of how to implement change within an organization is the responsibility of the firm's CEO.

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Question 133

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One example of tactical planning is setting annual budgets and deciding on other details and activities necessary to meet the strategic objectives.

Most of a top manager's time is devoted to conceptual and human relations activities.

Amanda, a regional manager for Flairol Cosmetics, has just seen a report showing that sales in her region are trending lower than anticipated for the third quarter. Her next task is to determine the reason for the disappointing results and find a way to get sales up to their desired level. Amanda's efforts are part of the ____________ function of management

The Adapting to Change box showed us that what people think of a company is influenced by their responses on social media.

Contingency planning is most important in markets where conditions are relatively stable and market growth is predictable.

Mini-Case Lauzy Fare left his position as senior vice president at Blue Skies Electronics a few weeks ago to become the new CEO of Idle Time Gaming. Before joining the new company, Lauzy spent time studying Idle Time's competitive position and talking to employees in all divisions and at all levels of the organization. Based on his findings, Lauzy believes that Idle Time has potential, but also faces some serious challenges if it expects to grow. Lauzy found that when confronted by him, most of Idle Time's professional employees seemed almost afraid to express their opinions. He learned that Otto Craddick, the previous CEO and founder of the company, viewed himself as the boss, and, as such, micromanaged every aspect of the business. This discouraged employees from using their own initiative and ideas to solve problems. For example, Otto required sales and service representatives to get his approval before they made any major commitments to customers. Otto's policy prevented the organization from responding quickly to customer requests, so sales were lost. Unlike his predecessor, Lauzy believes it is important for sales and service personnel to be able to deal with many types of customer requests without needing approval from top management. He is confident that giving employees the authority and flexibility to deal with customers, and providing them with the training and resources to help them do so, will improve morale within the company, create customer satisfaction, and grow revenues. Lauzy also wants to make workers throughout the organization feel more appreciated. He plans to continue meeting with them on a regular basis to seek their advice. He hopes his work colleagues will eventually respond to his leadership style. He has already encouraged middle managers to get employees more involved in decision making, and has suggested some problem-solving techniques the managers could try. Although he thought that changing the rigidity of the company culture would be his first challenge at the new firm, Lauzy quickly realized that there were no standards in place to measure the progress of changes in internal morale, customer satisfaction, and profitability. He has asked managers in those departments to spend more time setting performance standards and then monitoring actual performance. Lauzy is confident that in a relatively short period of time internal changes will lead to good company performance. As a member of top management, Lauzy performs a variety of important tasks. -Which of the following statements best describes the relative importance of the various types of skills Lauzy will use to perform these tasks? The tasks Lauzy performs will require:

Joseph, a department chair at a major university, always gives department faculty members a chance to express their opinions and encourages them to participate in decision making. Employees who work with Joseph are likely to have a high level of job satisfaction.

Axel is in a new position, serving as a first-line manager. Axel's position will require him to spend a lot of time:

__________ is the art of utilizing organizational resources to accomplish goals at work

___________ is the management function that involves setting goals, strategies, and tactics for achieving the organization's goals and objectives

Managers must lead by doing, not just by saying.

The main job of managers today is to watch over people to be sure they do what the manager asks of them.

Jamika is a manager at a well-known retail store. Each morning she determines the order in which store projects are performed; she sets work schedules for employees and standards that must be met. These activities suggest that Jamika is involved in operational planning.

Fatma wants to become a manager. However, she is shy and avoids conversation with strangers. She is very comfortable with computers and information technology and has great technical skills in these areas. Fatma's personal traits make her a good candidate for a top management position.

Organizing involves allocating resources, assigning tasks, and establishing procedures for accomplishing the organizational objectives.

Research on leadership supports the idea that the best leadership style depends on several factors, including the people being led and the situation.

Controlling provides managers and workers with feedback that helps them adjust to deviations from plans.

Although top managers most often possess these skills, they usually make less use of __________ skills than supervisory managers