An employee makes a racial remark about another co-worker. The racism is obvious and malicious. What action should you take?
Terminate the
employee
Do nothing.
Laugh.
The company's SHAREHOLDERS are people who invested in this company, while its STAKEHOLDERS are all those affected by the company.
"Shareholder" and "stakeholder"
are synonyms.
FALSE
TRUE
Hiring a good fit for your company is not important. You can always mold them into being the employee you want them to be.
False
True
Motivation can only be achieved through compensation.
False
True
When a staff member complains about something job related, you should...
Talk directly to
the the staff member, identify the issue and resolve it together with the staff
member.
Wait it out as the issue will disappear by itself.
Talk to someone in the same department as the staff
member to see if anybody else share the staff members viewpoints.
Talk to HR about the staff member, not the employee
.
Which is the best definition of Workplace Harassment?
Any situation involving the same sex
Feeling uncomfortable outside of the workplace
Situation
causing someone to feel uncomfortable in the workplace
Any situation involving opposite sex
A manager from another department tells you that your management style lacks originality. What should you do?
Politely let them know that their opinion does not
and never will matter.
Tell him/her that you are more original than they
are.
Ask why he/she
feels that way and encourage new ideas on alternative management styles.
Ask them why they are being so rude and storm off
yelling obscene words.
What do you do when your boss does not respond to an email you feel is important?
Call your boss and ask when she will get to it.
Send a follow
up. If she does not respond again, approach her.
Complain to her boss that you are not being
respected.
Ask a co-worker to follow up for you.
Work around her input and address it later if it is
a problem.
True or false? Effective listening skills is important for a manager to have.
True
False
Your team is upset due to a change in direction imposed by the business, you should...
continue work as usual because business will only
change their mind again in 6 months
complain to your boss and see if s/he can do
anything
let the team vent their displeasure so they can
move on
discuss the
changes with your business contact and explain it to your team
Which of the following is the best way to resolve employee conflicts?
None of these
Telling each employee what the other said.
Listening to
both employees and coming up with a viable solution.
Do nothing.
Refusal to hire a person with a disability is AGAINST THE LAW if
the disability
doesn't interfere with the person's ability to adequately perform the job
duties
the company employs 50 + people
the building is wheelchair-accessible
the disabled person belongs to a union
Customer service rule #1, the consumer is always...
Wrong
Lost
Questionable
Weird
Right
It is important to thoroughly understand company policies, rules, and regulations as it pertains to your team.
False
True
Two of your employees are arguing in front of a customer. What should you do?
Pull them to the side and scream at them
Pull them to the
side and get to the root of the problem while explaining how unprofessional it
is to argue in front of customers
Both answers are correct
Neither
When recruiting for a new position, which statement is true?
The best candidates will apply first
Technical positions should be interviewed by HR
only
HR will know who you need
It is best to
determine the type of skills needed before recruiting
You receive a customer complaint that one of your subordinates is being RUDE. You:
Apologize to the
customer and talk to the mentioned employee to be able to fully assess the
situation before taking further action.
Tell the customer to file a complaint on the
company's web-site and assure the mentioned employee that it's nothing to worry
about.
Apologize to the customer and report the incident
to the manager above you at once.
A leader __________.
plans
manages
adapts
leads
All answers are
correct.
When delegating work it is best to delegate to the:
Longest employee
One with the most time
Newest employee
Employee who
will get the job done in a satisfactory manner
Suppose there is a lot of attrition in your team. What would you do first?
Try to assess
the root cause of employee demotivation.
Give the remaining members of the team a pay bump
to keep them happy.
Initiate a meeting to go over this quarter's goals.
Complain to your supervisor.
True or false? Open communication does not promote trust.
True
False
Which is not a characteristic of a good Manager?
Develops talents of team members
Micro-Manages
capable subordinates
Encourages open communication
Knows what motivates team members
True or false? It only takes one employee to destroy team dynamics and productivity.
False
True
True or false? Infrequent communication can cause fear.
False
True
You encounter a customer who is loudly arguing and asking to see a manager. First thing you do:
Introduce
yourself and apologize
Tell them the manager is not here and it's not your
fault
Call the security and ask them to leave
Offer a glass of water and tell them to calm down
True or false? Gossip in the workplace is common, and will not harm anyone or violate company policy.
False
True
A direct report comes to you and says they are being sexually harassed by a member of senior management. You have heard rumors that this particular employee has been looking for ways to get paid time off and you suspect this is a ploy. What should you do?
Request a
meeting with direct report to investigate sexual harassment claims and invite a
member of human resources to help conduct meeting. Depending on what your
direct report says, determines on how you react further.
Needs to be a shorter in length to meet with your
time standards.
Ask direct report be transferred to another
department in the company. No one has the time for the drama.
Fire the direct report before a law suit is
threatened.
Ask a member of your team to keep a close watch out
on this direct report because they are claiming sexual harassment and you are
skeptical.
An Employee can best be viewed as:
An asset
Means of production
An expense
A liability
When there is tension amongst your team, which is a good solution?
Leave the employees to work it out themselves
Go to HR immediately
Avoid getting involved
Address concerns
and try to resolve
What would NOT be a competency for a team manager?
Team leadership
BA or BS degree
Time management
Name a feature of an organization's CULTURE:
All of these
Individual-driven or Team-driven
Homogeneous or Heterogeneous
Formal or Informal
If your company takes pride in being an EOE, this means
Eligible Operations Engineer
Equal
Opportunity Employer
Ethical Open Equity
Equity Optimal Employer
Which of the following value dimension has a focus that looks at the value of the self versus the group?
Individualism-Collectivism
Masculinity-Femininity
Power distance
Uncertainty avoidance
When motivating your team it is best to:
Offer them extra time off
Offer what would motivate you
Assess what the
team sees as motivational
Offer them extra money
An organization's "vision" is...
An inspirational
description of organization's values and the long-term goals it strives to
achieve.
One of the benefits an organization offers to its
employees.
Analysis of the way an organization is viewed by
its competitors.
BENCHMARKING, as a business management technique, is
the process of comparing the company's employees
skill levels to one another.
the process of
comparing one's business processes and performance metrics to industry bests or
other industries' best practices.
the process of marking the benches donated to
public parks with company's logo, as a part of the company's social
responsibility practices.
All of these are great inspirational leadership tools EXCEPT:
role-modeling
conversation
persuasion
coercion
vision
It requires a degree to properly manage people.
True
False
According to Family and Medical Leave Act men are entitled to parental leave just as women are entitled to pregnancy leave.
True
False
Before terminating an employee it is best to:
Request a signed statement from employee
Document all
events leading up to termination
Prepare co-workers before addressing employee
Address concerns with others
A salary means...?
A vegetable
Bonus, allowance, premiums
rate per hour
amount entitled
to an employee in a given period (semi-monthly, monthly, annual)
paycheck
What would be the best solution when terminating an employee?
Allow employee to convince you why they should stay
Discuss with HR
prior to termination
Have a company Lawyer present
Pack up their belongings prior to breaking the news
If the white-male-dominated finance company begins to hire women and people with diverse backgrounds for management positions, it's an effort to
discriminate against white men
change the
organizational culture
change the organization's mission
Where is the proper place to discipline employee?
In a private
place where only required persons are involved.
At home.
In the lunch table infront of peers.
An employee is talking on the phone while looking up information in Google and taking notes. This is an example of
oral and written communication skills
Internet research proficiency
inability to concentrate
multitasking
Which is not a factor in increasing employee engagement?
Encouraging long
hours
Providing them a goal to work towards
Employee recognition
Empowerment
Which is NOT the best solution when dealing with a performance concern?
Terminate the
employee as soon as possible
Document concerns
Discuss performance concerns with the employee
Contact HR for guidance
Micromanagement is:
A style when a
manager closely observes or excessively controls the work of subordinates.
A job title for a Microeconomics division manager.
No such concept exists.
A style when a manager splits a large progect goal
in micro-steps
True or False? Sexual Harassment is generally tolerated when it is viewed as a joke.
False
True
You witness an employee say something inappropriate to another team member.
Do nothing until the annual review and address it
there.
Stop the conversation and correct the employee.
Pull him/her
aside and point out the issue. Ask them to talk with the other employee and fix
things. Offer to mediate if needed
Ask both people into your office and try to fix it
yourself.
In a meeting with an external client, one of your directs makes a negative comment about your internal processes. When is an appropriate time to give negative feedback to the employee?
Immediately at the meeting. There's no reason to
wait because the issue has already been brought up in front of the client.
After the
meeting.
Wait at least two weeks. Give the employee time to
think about what he/she has done.
If you do the morally right thing and report on your boss if you know he is involved in illegal practices, you RISK being known as a _____________ in the industry.
moral person
business-mender
loyal employee
whistle-blower
When managing others it is best to:
Establish a
sense of authority
Be feared
Be liked
Be every one's friend
Productivity is measured by which factors?
Inputs only
Sales
Profits
Inputs and
Outputs
Which is a factor in building a team environment?
Keep work separated
Make time for conflict resolution
Encouraging
collaboration of ideas
Define specific roles
One of the cheapest ways to motivate team members may be:
A Small amount bonus
To punish undesired behavior
Praise
A Small amount gift card
What does not motivate employees?
Bonus
Premiums
Allowance
schedules
Salary deduction
True or False : Most managers select employees according to the skills needed for the role, but great managers select people for their talent.
False
True
Leadership is different from management in what way?
Leadership and management are the same thing
Leadership is
mostly about behavior; management is mostly about processes
Management is really about behavior, leadership is
mostly about process
Real leadership is most often seen among our peers
True or false? As a supervisor, when assisting in an investigation, it is best to keep information confidential.
True
False
A performance appraisal can be effective when:
It is solely focused on improving weaknesses
An employee is given time to dispute review
SMART goals are
set for the employee
Expectations are left open
Competency model is
a sculpture that symbolizes the steps necessary to
succeed in a certain business industry
a list of key
characteristics/skills necessary for high performance and success in a given
job
a model comparing the standards and practices of 2
or more competing companies
What is the best way to get a group to buy into a great idea?
Discuss with your subordinates only and then
present to the group post feedback
First write it to the CEO and ask for support
Evalauate with
your peers, take feedback and then present it to the group
Think though the idea and present it to the group
without previewing it
Evaluate with a competitor
People management skills include the following...
Being motivating and inspiring.
Asking insightful questions
Listening with intent to understand.
All answers.
Handling conflict situations.
Non-Exempt employees must be paid for hours worked overtime.
False
True
During an interview, a candidate starts to tell you about the worst boss they ever had. You should:
End the interview as soon as possible with
assumption this is not the type of person you want to work with.
End the
interview normally, but note this as a negative.
Congratulate them on surviving such a person and
assume they can perform under difficult circumstances.
When a new employee comes on board, which is not recommended?
Forgive 1st day mistakes
Allow time for training
An aggressive
discussion of unacceptable employee behaviors.
Set expectations
Which may be considered discrimination?
Refusing to hire
those considered "of retirement age"
Praising a hard working woman.
Disciplinary action to someone of the opposite sex
Addressing someone of the opposite sex with
performance concerns
Which of the following is not an important consideration when holding team meetings?
Checking project status
Discussing new ideas
Relationship building
Hold meetings no
less than 1 hr at a time
Which best defines Employee Development?
Advising employees to apply for internal positions
Encouraging
employees to acquire new or advanced skills
Training on current processes
Setting attainable goals
The company's STAKEHOLDERS are
All of these
Its customers
Its shareholders
Its suppliers
When employee reports an incident such as harassment, it is important to notify:
Executives
The person accused of Harassment
Your Supervisor
Human Resources
How can you satisfy customers?
Identify the needs of the customer
Make them feel comfortable
Relate to the customer
All of the above
Be a good listener
What is the best time of the year to give an employee a feedback?
Annual performance meeting
By the beginning of the year
Annual budget meeting
Whenever it is
needed
The organization's MISSION statement
is important to establish for PR purpouses, but
otherwise the business should be concerned only with making profits
is a waste of time and paper
is important to
establish and follow, because it describes the organization's function in
society and its primary day-to-day goals.
is important only for non-profit organizations
Goals set for team members should be:
Significant, Measurable, Accurate, Relevant, Timely
Specific,
Measurable, Attainable, Relevant, Time-Bound
Specific, Memorable, Attainable, Reoccurring,
Time-based
Specific, Measurable, Applicable, Real, Timely
An employee is spreading rumors about a co-worker. You should:
Talk to the employee that the rumors are about to
first verify if they are true
Ask the rumor-spreading employee if the rumors are
true and how he/she found out about them
Immediately bring both employees into your office
to settle the issue
Immediately settle
the issue with the rumor-spreading employee privately, and then inform the
other employee that the issue has been settled but don't disclose who initiated
it
A risk of having a discrimination law suit can most likely occur when:
A man is hired over a woman
Bad performance is addressed
A man is
promoted over a woman with stronger capabilities
Someone with least seniority is promoted
Which is the best way to leave off during an interview?
Tell employee if they are advancing in the
interview process
Provide HR info to follow up
Tell them if they are not right for the job
Explain next
steps
Which of the following is not a characteristic of a SMART goal?
Retainable
Time Bound
Attainable
Measurable
Specific
The values and behaviors that describe the unique social and psychological environment of an organization is its
Culture
Motivation
Vision
Mission Statement
Long-Term Goals
When conducting an employment interview, it is legal to inquire about:
date of birth
family illnesses history
number of children
marital status
preceding salary
history
In many industries women tend to be promoted up to 90 % less than men. This phenomenon is called:
glass slipper
top floor phenomenon
grass-root movement
glass ceiling
If a manager chooses to try relationship-oriented management style as opposed to task-oriented (s)he will
focus on couples' counseling
focus on building working relationships with the
managers of competing teams
focus more on
the people doing the work than on the task at hand
focus on female-male interaction within the team
Out of these four, the best approach to planning/management is
inactive
preactive
interactive
reactive
Which of the following may not be included in a company's Annual Performance Appraisal processes?
HR reviews forms
Managers meet with Employees
Deadlines are set
Managers can
change review after meeting with employee
What's the most important element of an effective goal set in a coaching conversation?
Complexity
Actionability
Measurability
Salinity
Some of the key competencies for the HR manager would be:
Recruiting new staff, Monitoring benefits,
Scheduling training sessions
Relationship
management, Organizational leadership and navigation, Communication
High School Diploma or GED and College degree
Customer satisfaction, Teamwork, Product knowledge
Employees with high potential should not
Be subject to change
Be encouraged to
stick to what they do best
Change departments
Be encouraged to develop new skills
The 2 lowest (bottom) needs in Maslow's Hierarchy are
Self-Actualization and Esteem
Leadership and Technology
Love/Belonging and Safety
Physiological
and Safety
Union is to strike as Company is to __________.
deadlock
suspension
lockout
litigation
picketing
Referring to a direct report as a "Millennial," or a "Baby Boomer" is never appropriate in the workplace because it refers to the age of the person and could indicate an improper focus on age.
True. These terms are rude and have no value in any
aspect of running a modern business.
True. Age discrimination cases can be avoided if no
one in the workplace ever refers to any employee's age.
True. It is best to pretend that each employee is
exactly the same as each other and to avoid any references to their actual
differences at all costs.
False. While it
is best to never needlessly refer to demographic differences in employees,
there may be legitimate reasons for discussing an employee's age bracket in the
context of the workplace.
If a Catholic school would not hire a Jewish teacher for a position based on his religious belief:
it's illegal because its discrimination based on
religion
it can be lawfully justified by Persons with
Disabilities Employment Act
it's illegal to discriminate against Jews
it can be
lawfully justified by Bona Fide Occupational Qualification
Which of the following statements is NOT true regarding leaders and managers?
The leader inspires trust whereas the manager
relies on control.
The leader asks "what" and
"why," whereas the manager asks "how" and "when."
The leader innovates whereas the manager
administers.
Concepts
"leader" and "manager" have the same meaning.
Which is the process for settling labor disputes?
Arbitration
Collective Bargaining
Mediation
A meeting with HR
Mid-level managers consist of:
Team Leads and Assistant managers only
general managers, department managers and assistant
managers
Directors and project managers
general
managers, branch managers and department managers
When an employee is suspected of violating a policy,
Confront employee right away
Contact a Lawyer
Set a meeting with HR
Check your
Employee Handbook
Which behavior theory claims there is no best way to organize a corporation, lead a company, or make decisions?
Organizational Theory
Institutional Theory
Contingency
Theory
Dependency Theory
Complexity Theory
True or false? The best way to solve a problem is to cure the symptoms first.
True
False
What is the fundamental task of management?
To turn a profit
It always depends on the type of business that is
being managed.
To explain what needs to be done and how.
Make people
capable of joint performance
All of the above
When leading effective change, which are the steps involved?
Stop, Implement, Follow up
Unfreeze,
Change, Refreeze
Stop, Change, Move on
Unfreeze, Change, Evaluate
What is the single largest reason for the decline of existing organizations?
Lack of clear goals
Lack of resources
Poor management
Lack of
innovation
