Question: A balance sheet summarizes an organization’s overall financial worth, or its assets and liabilities, at a specific point in time.

Answer Options:

True False

Answer: True

 

Question: Establish standards, measure performance, compare performance and take corrective action are all part of what?

Answer Options:

The Decision Making Process The Control Process The HR Process The Accounting Process

Answer: The Control Process

 

Question: Roberta, a customer service manager, tracks monthly complaints and has been trying over the past six months to reduce complaints to less than 0.2 percent through additional training for her staff. She is engaged in ________.

Answer Options:

controlling organizing leading planning

Answer: controlling

 

Question: Which of the following may be done as a corrective action in the control process?

Answer Options:

Evaluate performance and take action. Align processes with goals. Compare performance to standards. Revise standards.

Answer: Evaluate performance and take action.

 

Question: A(n) ________ budget allocates resources on the basis of a single estimate of costs.

Answer Options:

fixed incremental cash unitary

Answer: fixed

 

Question: What uses financial metrics, customer metrics, and metrics associated with innovation and learning?

Answer Options:

Balance Scorecard Managers Accountants Controllers

Answer: Balance Scorecard

 

Question: What is a formal financial projection?

Answer Options:

budget income statement balance sheet balance scorecard

Answer: budget

 

Question: What ratio tells you about the liquidity of a company?

Answer Options:

Current Asset turnover Return on investment ratio Basic Ratio

Answer: Current

 

Question: ________ is a strategy for minimizing errors.

Answer Options:

quality control management control ratios quality specifications

Answer: quality control

 

Question: The Norming stage of Tuckman’s model is classified by:

Answer Options:

Team needs no instruction or assistance. Compromises often needing to be made. Processes often being ignored. Big decisions being made by group consensus.

Answer: Big decisions being made by group consensus.

 

Question: The most central role to master and exhibit for leaders is _______.

Answer Options:

Supervisor Coach Trainer

Answer: Coach

 

Question: The most unproductive behavior regarding motivation of performance, is fear of disciplinary action or termination.

Answer Options:

True False

Answer: True

 

Question: A leader’s role as a Mentor includes (Select all that apply):

Answer Options:

Mirroring desired person or group All of the above Facilitate enhancement of skill Demonstrating appropriate actions

Answer: Mirroring desired person or group Facilitate enhancement of skill Demonstrating appropriate actions

 

Question: Of the four critical leadership roles, which derives its authority from the position on the team:

Answer Options:

Mentor Trainer Supervisor

Answer: Supervisor Managing Relationships: Conflict Management—Parts 1 & 2

 

Question: The Conflict Resolution Matrix should only include major issues, allowing the minor issues to resolve themselves.

Answer Options:

True False

Answer: False

 

Question: As a manager, your first responsibility is to recognize the signs of conflict as early as possible.

Answer Options:

True False

Answer: True

 

Question: Choosing to address or confront another person over an issue is:

Answer Options:

Insouciation Overt conflict Hidden conflict Compromise

Answer: Overt conflict

 

Question: When initiating the Conflict Resolution Process, which steps should be included? (Select all that apply)

Answer Options:

Discipline and write-up the at-fault employee(s) Find a compromise that does the most good for all concerned. Ask for input and clarification. Focus on needs, fears and problems of those involved.

Answer: Find a compromise that does the most good for all concerned. Ask for input and clarification. Focus on needs, fears and problems of those involved.