Chap 14

Nicholas was just promoted to manager at the Chili’s franchise where he works. One of his new responsibilities is monitoring customer satisfaction throughout the day, which is largely a result of how friendly the servers are and how quickly the kitchen can turn around orders. Whenever he notices that a server is providing suboptimal service or the kitchen has slowed down, he will provide some sort of intervention to help turn things around. This part of Nicholas’ management position is called _____________.

• controlling

• 
  planning

• organizing

• leading

Martine is a manager at a magazine publishing company. His team works on a trade magazine for grocery retailers. Part of his job entails setting goals for his team and then making decisions about how to allocate resources to achieve those goals. One goal he has set is to maintain current subscription to the physical magazine and grow online readership by 10%. This is the __________ function of management.

• controlling

• leading

• organizing

• 
  planning

Ted works in one of Anheuser-Busch’s bottling factories. He was hired to supervise employees who run the machinery on the bottling floor.

Refer to Scenario 14.1. He sets goals for his employees and then holds frequent check-ins with them to ensure they are on track to meet those goals. He also helps troubleshoot issues with the machinery, manages scheduling, and helps employees with their professional development. Based on this description, Ted is a _________ at his company.

• first-line manager

• controller

• middle manager

• top manager

Ted works in one of Anheuser-Busch’s bottling factories. He was hired to supervise employees who run the machinery on the bottling floor.

Refer to Scenario 14.1. Ted started at Anheuser-Busch working on one of the bottling lines. He learned a lot about the machinery when he was in that role, which he was able to use when he moved into a supervisory role. If he did not have a deep understanding of how the machines worked, he wouldn’t be able to help his employees when they had questions or when they needed to troubleshoot issues with the machinery. This is an example of the _______ that are important for every good manager.

• technical skills

• human skills

• top management skills

• conceptual skills

Kseniya is a manager for a customer service center. She believes that her employees are mostly self-motivated. In fact, many of them will approach her for advice on how to advance their careers—and they aren’t afraid to take on more work or responsibility to achieve their professional goals. Kseniya does her best to motivate these employees by offering rewards like pizza parties when they meet their monthly goals and opportunities for promotion for employees who get the highest performance reviews. Which theory of motivation does Kseniya most likely ascribe to?

• Theory X

• Expectancy theory

• Maslow’s hierarchy of needs theory

• Theory Y