Deck 6: The Empowerment of People

Question 1

_____ created the 14 Steps to Quality.

A) W. Edwards Deming
B) Robert Frost
C) Donald Dewar
D) Peter Drucker

Answer 1

A

Question 2

Sources of leadership power include ________ and _______.

A) Knowledge; will
B) Access to resources; subordinate deference
C) Organizational mandate; situational demands
D) History of hard work; trust of followers
E) Leadership position; personal qualities

Answer 2

E

Question 3

________ was a famous leader who learned tremendous leadership skills from his wife, including the idea that most people will do what they choose to do, and no amount of coaxing or force can overcome an idea or principle that is personally believed.

A) George Washington
B) Martin Luther King
C) Gandhi
D) Winston Churchill
E) Vince Lombardi

Answer 3

C

Question 4

________ is recognized as the father of scientific management.

A) Frederick W. Taylor
B) Donald Peterson
C) W. Edwards Deming
D) Kurt Lewin

Question 5

W. Edwards Deming identified ________ for a successful work environment.

A) 3 secrets
B) 7 habits
C) 10 commandments
D) 12 rules
E) 14 points

Question 6

Both responsibility and ________ come with the leadership position.

A) Confusion
B) Dependence
C) Wealth
D) Power

Question 7

A ________ report identifies signs of the need for employee participation including _______, _______, _______.

A) Rand Corporation; turnover; grievances; strikes
B) Harvard; waste; absenteeism; lack of interest
C) BNA; communication breakdown; lack of teamwork; high cost
D) Brookings Institution; lack of trust; low pride; poor quality
E) MIT; lack of loyalty; inefficiency; poor service

Question 8

________ is the essential character of most effective leaders, and the style is _______.

A) Autocratic; directive
B) Expletive; manipulative
C) Democratic; inclusive
D) Free-rein; non-directive
E) None of these

Question 9

Total Quality Management (TQM) is a cooperative form of ________ that energizes employees and tears down walls.

A) Empowerment
B) Participative leadership
C) Both of these
D) None of these

Question 10

A leader's use of ________ and ________ is effective only for a short period of time.

A) Psychological size; overbearance
B) Experience; skill
C) Patience; understanding
D) Knowledge; ability
E) None of these

Question 11

In his work on servant leadership, ________ proposes that the world can be saved if three truly great institutions exist: _______, _______, and _______.

A) John Gardner; business; industry; government
B) Robert Greenleaf; private sector; public sector; nonprofit sector
C) Charles Handy; church; state; commerce
D) Warren Bennis; rural; urban; suburban

Question 12

The servant leader shows commitment to people through _______, _______, and _______.

A) Access; communication; support
B) Training; development; education
C) Recruitment; selection; reinforcement
D) Wages; benefits; promotion
E) None of these

Question 13

Employee participation has been shown to have a ________ impact on business success.

A) Positive
B) Negative
C) Neutral
D) None of these

Question 14

Gandhi, the Indian spiritual and political leader, believed that effective leaders _______, not _______.

A) Point the way; show by example
B) Command respect; earn respect
C) Lead the elite; lead the masses
D) Are served by followers; serve followers
E) Guide and inspire; command and control

Question 15

Dealing with people face to face, being open and receptive, and ________ can improve communication in the workplace by reducing physical and psychological distance.

A) Showing courtesy
B) Being less judgmental
C) Involving people in decisions that affect them
D) All of these

Question 16

The effective leader today incorporates people-oriented characteristics into his or her management style. This involves ________ and _______.

A) Two-way communication; employee involvement in decision-making
B) Hiring the best; firing the worst
C) Good pay; good benefits
D) Company parties; after hours socialization
E) None of these

Question 17

With roots in ________ ideals, participative leadership allows the organization to tap the constructive power of its members.

A) Socialistic
B) Democratic
C) Communistic
D) None of these

Question 18

Deming worked with the ________ and helped to rebuild their economy.

A) English
B) Japanese
C) Germans
D) Soviets

Question 19

Procter and Gamble developed the concept of ________ in the 1940's and 1950's.

A) Group work
B) Work simplification
C) Job enrichment
D) Top-down management

Question 20

A Chinese proverb says, "Be ________ and you can be _______; be ________ and you can be _______; avoid ________ and you can become a _______."

A) Suspicious; aware; studious; knowledgeable; excess; success
B) Gentle; bold; frugal; liberal; self-promotion; leader
C) Rested; strong; determined; effective; conflict; peace-maker
D) Alone; rich; generous; loved; false beliefs; sage
E) None of these

Question 21

In the years since World War II, the American workplace has become more:

A) Isolated
B) Hierarchical
C) Exclusive
D) Participative
E) Paternal

Question 22

Power of the leadership position includes all but:

A) Reward power
B) Coercive power
C) Charismatic power
D) Legitimate power
E) Information power

Question 23

The ________ reports U.S. companies are experiencing ________ results using quality improvement efforts to improve business performance.

A) "Wall Street Journal"; negative
B) "Business Roundtable"; mixed
C) Harvard Business School; positive
D) Government Accounting Office; positive
E) None of these

Question 24

The leadership philosophy behind quality improvement efforts is both _______, based on _______, and _______, concerned with _______.

A) Technical; information systems; strategic; business ethics
B) Hard; scientific management; soft; human side of work
C) Masculine; support; feminine; power
D) Current; empirical data; historic; social influence
E) None of these

Question 25

The servant leader shows commitment to his or her people through all of the following except _______.

A) Access
B) Communication
C) Support
D) Force

Question 26

Robert Cole identifies leadership principles that empower people, including all but one of the following:

A) Trust in people
B) Require loyalty
C) Recognize accomplishments
D) Decentralize decision-making
E) View work as a cooperative effort

Question 27

Beliefs and values of the participative leader include:

A) Full and free communication
B) Reliance on consensus to manage conflict
C) A basically human bias emphasizing the importance of individuals
D) All of these
E) None of these

Question 28

Good ways to be a servant leader include:

A) Get out of the executive suite and onto the floor
B) Get out of the headquarters and into the field
C) Get out of the ivory tower and into the real world
D) All of these
E) None of these

Question 29

Jack Welch, former CEO of General Electric, identifies three important tasks for leading GE:

A) Choose the right people, allocate the right numbers of dollars, and transmit ideas from one group to another quickly
B) Be a role model for time management, develop good human relations, and maintain effective communication
C) Develop future leaders, interact with internal agencies, uphold established traditions
D) All of these
E) None of these

Question 30

Robert Greenleaf states that the world needs three role models for institutional behavior:

A) Large, middle, small
B) Ancient, modern, future
C) Private, public, nonprofit
D) Top-down, bottom-up, sideways
E) American, European, Asian

Question 31

Power of the leadership personality includes all but:

A) Expertise
B) Reference
C) Legitimacy
D) Rationality
E) Charisma

Question 32

The sequence of support for the servant leader is:

A) Customers and clients serve company personnel; company personnel serve top management
B) Top executives serve managers and supervisors, who serve front-line workers, who serve customers and clients
C) Everyone serves top executives
D) Front line workers serve everyone
E) None of these

Question 33

Leadership success requires:

A) Meeting the responsibility of office without abusing its power
B) A college degree
C) Years of experience
D) None of these

Question 34

Unempowered is to empowered as:

A) Leader decides policy; people ignore policy
B) Roles and responsibilities defined by leader; roles and responsibilities conflicting and unclear
C) Check with leaders on all decisions; check with those affected on decisions
D) Work together to determine a standard; not concerned with standards
E) Leader writes performance plan; there is no performance plan

Question 35

The participative leadership process involves:

A) A luxury of time and attention few leaders can afford
B) Involving people, leading to understanding, leading to commitment
C) The style of a weak and ineffectual leader
D) Giving over power and ultimate responsibility to front-line people
E) None of these

Question 36

Which of the following is not one of Deming's 14 points for a successful work place?

A) Reduce the number of suppliers
B) Improve job training
C) Set numerical goals and slogans
D) Provide a higher level of supervision

Question 37

The philosophy behind the quality movement is:

A) People respond positively to measurements and controls
B) People closest to the work usually have the experience and knowledge to come up with the best solutions to work-related problems
C) People want economic security
D) People need sufficient pay and benefits to sustain morale
E) All of these

Question 38

Robert Greenleaf describes servant leadership as:

A) Aggressive leadership
B) An excuse for manipulation
C) The relationship between an all-knowing leader and dependent followers
D) A calling to serve
E) None of these

Question 39

Practical tips for developing a high performance workplace include:

A) Be customer-driven
B) Benchmark the best
C) Show concern for others
D) Manage meetings effectively
E) All of these

Question 40

The effective leader gives attention to:

A) Super stars
B) Fallen stars
C) Middle stars
D) All of these
E) The team, not individuals

Question 41

W. Edward Deming's PDCA cycle stands for:

A) Plan, do, check, act
B) Prepare, decide, correct, activate
C) People, delimitations, causes, actions
D) Persistent dedication creates achievement
E) None of these

Question 42

Gordon Lippitt identifies _______ communication problems, including all of the following except ______.

A) 8; trust
B) 6; complexes
C) 7; size
D) 7; fear
E) 8; technology

Question 43

The essence of ________ is common sense management based on:

A) Organizational ambidexterity; planning, preparation, performance, repetition
B) Score card; goals, feedback, control, profit
C) Lean; accurate data, insightful analysis, creative design, reliable measurement
D) None of these

Question 44

The Deming way to improve quality includes:

A) Set high standards
B) Improve job training
C) Provide a higher level of supervision
D) Remove barriers to pride of work
E) All of these

Question 45

"Open Book" is a term used to describe:

A) An accounting principle
B) A writing technique
C) An approach to management
D) A rule in marketing

Question 46

A continuum of empowerment, least to most, is as follows:

A) Scientific management, industrial democracy, human relations training
B) Kibbutzim, job enrichment, collective bargaining
C) Suggestion box, quality circles, self-directed work teams
D) Quality improvement teams, safety meetings, labor/management codetermination
E) None of these

Question 47

The rank order of most preferred sources of information as expressed by employees is as follows:

A) Mass media, grapevine, top executives, policy handbook, immediate supervisor
B) Orientation program, bulletin boards, annual business report, top executives, grapevine
C) Mass meetings, immediate supervisor, union, upward communication programs, audio-visual programs
D) Immediate supervisor, small group meetings, top executives, policy handbook, orientation programs
E) Top executive, union, immediate supervisor, regular local member publication, policy handbook

Question 48

In My American Journey, _______ identifies ________ as one of his leadership principles.

A) George Washington; uphold discipline
B) George Patten; always prepare
C) Collin Powell; check small things
D) Ulysses S. Grant; pursue with force

Question 49

ISO 14000 identifies:

A) Standards for market place performance
B) Standards for government compliance
C) Standards for environmental performance
D) Standards for diversity performance
E) All of these

Question 50

The Hawthorne studies:

A) Proved that TQM practice works
B) Were completed in 1975
C) Marked the beginning of the human relations movement
D) Were conducted by Abraham Maslow

Question 51

The book How the Mighty Fall shows how _______, _______, _______ can threaten the success of any great company (Toyota, Starbucks, etc.).

A) Out of touch management; outward thinking; poor money management
B) Global growth; lack of access to sea ports; work force diversity
C) Insular thinking; low-skilled employees; ossification of systems
D) Hubris born of success; undisciplined pursuit of more; denial of peril
E) Culture of change; lack of core values; merit employment

Question 52

About Gandhi, _______ wrote, "Generations to come will scarce believe that such a one as this ever in flesh and blood walked upon this earth."

A) Albert Einstein
B) Martin Luther King
C) Margaret Thatcher
D) Pearl buck
E) John Kennedy

Question 53

Solving the problem of one-way communication involves:

A) Equalizing psychological size
B) Keeping a formal, distant manner
C) Both of these
D) None of these

Question 54

Psychological size:

A) Is the nonphysical power one person has over another
B) Is especially relevant to those in authority
C) Can affect relationships
D) All of these

Question 55

Participative leadership, which has been employed by many supervisors and managers to build employee morale and achieve high performance, has its roots in:

A) Autocratic government
B) Democratic ideals
C) Socialist movements
D) Communist regimes

Question 56

According to Brian Hindo, a company must master both ends of the spectrum to be successful, ________ and __________.

A) Short term execution; long term stability
B) Leadership decisions; front-line delivery
C) Male; female involvement
D) Business innovation; daily delivery of results
E) None of these

Question 57

According to the philosophy and religion of Taoism, yin and yang are:

A) Complementary forces that provide endless change
B) Leadership principles born in ancient China
C) Male and female value orientations
D) None of these

Question 58

All of the following are included in Robert Cole's principles that empower people except:

A) Trust in people
B) Invest in people
C) Recognize accomplishments
D) View individual work as more important than the collective effort

Question 59

Practical steps for achieving two way communication and true dialogue include:

A) Show the person that you want to listen
B) Be patient
C) Go easy with argument and criticism
D) Ask questions
E) All of these

Question 60

_________ is credited with the first application of the organizational pyramid in the United States.

A) David McCallum
B) George Washington
C) Franklin Roosevelt
D) Peter Drucker
E) Robert E. Lee

Question 61

The Malcolm Baldrige award is based on high standards of performance in seven areas:
1) leadership;
2) strategic planning;
3) customer and market focus;
4) measurement, analysis and knowledge management;
5) work force focus;
6) process management; and
7) sustainability.

Question 62

The most often cited and discussed typology of leadership power was developed by Chester Bernard.

Question 63

At six sigma performance, a product is defect free 6.66% of the time.

Question 64

The best way to raise the psychological size of others is to show genuine interest in them.

Question 65

Encouraging broad employee participation is an effective method for overcoming resistance to change.

Question 66

Max DePree states that being a leader means having the opportunity to make a difference in the lives of those who permit leaders to lead.

Question 67

Cisco CEO John Chambers uses a proactive approach to communication through 40 to 50 voicemails a day.

Question 68

The "checklist" has proven to be an excellent tool to reduce mistakes when tasks are complex requiring specialized knowledge and skills.

Question 69

A big step in helping Seattle's Pike Place Fish Market become "world famous" was when owner John Yokoyama began sharing responsibility and power with workers.

Question 70

Match the items below with their descriptions:

Question 71

A democratic method of management can be accurately described as laissez-faire or permissive management.

Question 72

The Hawthorne Effect describes:

A) The sense of control men feel over women
B) The tendency for an organization to become rigid over time
C) The tendency for morale to deteriorate without management attention
D) A predictable change in attitude when one is promoted
E) An artificial change in behavior due merely to the fact that a person or group is being studied

Question 73

ISO 9001 is a quality standard developed by Fred Smith of Federal Express.

Question 74

The leadership philosophy of the U.S. military is caring and servant leadership based on the principle, "mission first, soldiers always."

Question 75

Closely related to servant leadership is the concept of authentic leadership described by author Bill George and exemplified by Nelson Mandela, the first black president of South Africa.

Question 76

The three things every employee needs to know and leaders should be accountable to be sure they do know are:
1) What is the grand plan - where is the organization going?
2) What is expected of them personally, and why?
3) How are they doing - what are they doing well and what can they do to improve?

Question 77

The boss who assigns jobs, the coach who decides plays, the captain who gives orders, and the teacher who assigns homework are examples of _______ power.

A) Reward
B) Coercive
C) Legitimate
D) Information
E) None of these