Term
What is a critical incident? Give an example. |
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Definition
what you want people to do in a certain situation in your organization Getting a customer's cello through customs. |
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Term
What are the 4 generations in the workforce? Name the year ranges for each of them. |
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Definition
Depression Workers Baby Boomers (1946-1964) Baby Busters(1965-1983) Baby Boomlets(1984-2002) |
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Term
| There are as many ____ as there are boomers whereas ___ are much fewer. |
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Definition
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Term
| The workforce is getting ___. There are more ___ in the workforce than the other 2 generations. The average age is about __. A wave of Boomer retirement is expected in about ____. Because they are older, they are less ___ and sometimes need to ___ the workforce. A vacancy=lost ___. |
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Definition
older boomers 45 2010 flexible leave revenue |
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Term
___ million Boomers will be replaced by ___ million Busters By 2008, the number of adult workers entering the workforce will shrink by ___ million. |
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Definition
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Term
The US is becoming more ___ diverse. In CA, the population will be 40% ___ and 60% ____ speaking over ___ different languages. ____ population growth is higher in CA. ___ is the most rapidly growing group in the US. |
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Definition
ethnically white minorities 80 Hispanic Asian |
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Term
Why is it harder to deal with a diverse workforce? Give examples of difficulties. What language did most fast-food workers prefer? |
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Definition
have different cultural and value specifications food, dress code, employment paper languages Spanish |
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Term
| The workforce is becoming ___ well-educated. __% drop-out rates for minorites and __% high school graduates cannot read at an 8th grade level. |
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Definition
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Term
___ jobs are available for skilled workers and ___ jobs are available for unskilled workers. It takes _-_ years to fill some jobs. |
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Definition
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Term
| There is going to be greater competition for skilled workers on a ___ scale. |
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Definition
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Term
Most people are going to leave their first job after graduation within how long? For this reason, money needs to be put into ____. |
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Definition
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Term
Develop the __ and ___ skills of your employees to increase overall skill level in workforce. ___ employees performance to maximize amount of skills we have. Increase ___ of workers to build loyalty and commitment. ___ talent whereever it is found. |
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Definition
personal professional manage satisfaction utilize |
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Term
| Name the 4 building blocks of a company. |
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Definition
mission business goals business strategy organizational culture |
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Term
| Define Mission, Business Goals, Business Strategy, and Organizational Culture. |
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Definition
mission: company's purpose and how it will achieve that purpose business goals: performance targets; how they measure success business strategy: overarching plans and programs that will outline how to achieve goals org. culture: norms and values that guide comp. behavior |
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Term
Describe strategy formation. Is this easy? |
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Definition
1. set strategic goals 2.analyze organization; analyze environment 3.match the org. and its environment 4. formulate strategy NO! |
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Term
| Describe the hierarchy of strategy. |
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Definition
outer: corporate strategy middle:business or competitive strategy inner: functional strategy |
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Term
| Describe the differences between McD's and In-n-Out's missions? |
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Definition
McD: customer experience In: Fresh food |
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Term
What are 4 things that managers MUST be focused on? What is all of this focused around? |
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Definition
planning organizing directing controlling PEOPLE |
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Term
Structuring an organization depends on what 6 things? Change structure as ___ and ___ change. Structure follows ___. |
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Definition
purpose, mission, strategy, competition,size, stage of maturity needs conditions strategy |
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Term
| Explain the Ben and Jerry's example. |
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Definition
Their structure followed their strategy. They wanted to make good ice cream and be eco-friendly. Heavily driven by their mission.
Had departments within regions. |
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Term
| What are Ben & Jerry's 7 departments within regions? |
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Definition
| stores, franchises, manufacturing/production facilities, sales&marketing offices, distribution centers, corp. HQ, foundation |
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Term
| The chain of command is graphically as an _____ ____. Power=level of ______/number of ____ What is the number for the span of control (number of people that one person can control)? |
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Definition
organization chart organization layers 7 |
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Term
A highly specialized job is characterized by what?
Do start-ups have high or low specialization? Mature Companies?
Lower-level employees are ____ so they don't lose focus and fall through the cracks. |
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Definition
a single job
low
high
overspecialized |
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Term
| Why are store managers promoted from within? |
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Definition
| because then they know everything after 10 years and then they can have a $120 thousand salary perhaps |
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Term
Grouping jobs is known as _____.
Same ___=same group
high ___=same group
How is this helpful? How is this harmful? |
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Definition
departmentalization
focus
interaction
it helps management control critical parts of the business; it is difficult to cross barriers btw. departments |
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Term
People who work in departments that have a ____similarity can maximize their work.
___ comapnies organize functionally. |
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Definition
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Term
What happens if a department is too big?
Give a disastrous example. |
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Definition
communication problems
Dept. of Homeland Security with Michael Chertoff (who sucked and didn't know shit) and Mr. Brown from FEMA who had no background |
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Term
Departmentalization for business focus
by customer:
by product:
by process:
by geography:
by function: |
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Definition
customer service
development
smooth, efficient production
autonomous businesses
focus on function |
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Term
| Explain centralized vs. decentralized. |
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Definition
centralized: standardization; company has control
decentralized:people make decisions that work in their local environment; works faster |
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Term
| Leadership should create the ___ of the company. It should set the company ___ that guide employee behavior and ___ employee behavior. Determine when a change is needed and ___ it. |
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Definition
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Term
| A SWOT analysis enables a company to create its what? |
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Definition
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Term
| What are the 4 overreaching things to consider when staffing the organization? |
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Definition
recruitment assessment selection work samples |
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Term
| What are 3 things to reference when deciding what kind of person you want to recruit? |
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Definition
Job Analysis
Job Description
Job Specifications |
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Term
Define:
Job Analysis
Job Descriptions
Job Specifications |
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Definition
the systematic study of the content of a job
description of the important and frequently performed tasks in a job
the knowledge, skills, abilities (KSAs)that are necessary for performing the job successfully |
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Term
| List the 4 job analysis methods for one looking for a job. |
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Definition
Observation
Interviews
Perform the job
Critical Incidents (stories of what people did in the job that made them very successful or unsuccessful) |
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Term
Selection=____________
Explain this. |
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Definition
PREDICITON
This is not interviewing skills, but selection based on who is the most qualified. We have biases, prejudices, and interests that blurs judgment. |
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Term
| What 2 things should you match to make sure that a person is qualified for a job. |
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Definition
KSAs of the job
KSAs of the person |
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Term
| List 7 ways to analyze KSAs. |
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Definition
Resumes Application Blanks Personality and Interest Test Honesty Tests Cognitive Abilities Test Work Samples Interview Samples |
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Term
| What is the main problem for cognitive abilities tests? |
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Definition
| different races and different ethnicities may not do as well |
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Term
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Definition
| a short simulation of the sample tasks of the job |
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Term
| List 4 ways in which you can make a work sample a good predictor. |
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Definition
select tasks that separate high performers from low performers
create a simulation of those tasks and identify KSAs to evaluate
Evaluate candidates in the simulation using trained assessors
best performed in work sample=best predicted performer on the job |
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Term
| What is a very bad interview criteria and why? |
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Definition
| motivation because people LIE |
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Term
| Name 5 ways you can connect recruits with recruiters. |
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Definition
| Alumwire online resumes online personal videos online descriptions of companies virtual career fairs |
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Term
| Name 5 ways you can connect recruits with recruiters. |
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Definition
Alumwire
online resumes
online personal videos
online descriptions of companies
virtual career fairs |
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Term
| Why are job specifications important in selection decisions? |
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Definition
| Because they list the KSAs required to perform a job successfully |
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Term
| Is culture something that can be written down as a rule? |
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Definition
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Term
| Culture is a system of ___ and ____. |
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Definition
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Term
What is a value?
What is a norm? |
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Definition
a principle, standardm or quality considered desirable
unwritten rules and expectations of conduct which prescribes a type of behavior |
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Term
What does culture shape?
Culture ___ and ___ appropriate behavior. It also ___ and ___ violators of the culture. |
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Definition
employee behavior
rewards and reinforces
punishes and isolates |
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Term
| Strong norms increase clarity about ___ and ____. |
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Definition
| priorities and expectations |
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Term
| What 2 general things make a strong culture? |
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Definition
intensity degree of agreement |
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Term
| List 3 ways you can manage culture. |
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Definition
recruit and select employees who fit the culture
socialize and train employees
reward and recognize employees |
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Term
| Explain the Civil Rights Act of 1964. |
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Definition
| It is unlawful practive to fail or refuse to hire or to discharge an individual or to otherwise discriminate with repect to his/her compensation, terms, conditions, or privileges or employment, because of such individual's RACE, COLOT, RELIGION, SEX, NATIONAL ORIGIN |
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Term
What defines a disability?
What is the Americans with Disabilities Act?
What should companies pay attention to instead?
What must a company provide? |
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Definition
a physical or mental impairment that substantially limits a major life activity
cannot reject employment based on a disability
KSAs
reasonable accomodations |
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Term
| What is the California Fair Employment and Housing Act? |
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Definition
| Employers must be blind to a person's age, ancestry, disability, marital status, race, sex, religion, and SEXUAL ORIENTATION |
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Term
| What 2 groups are not covered by discrimination laws? |
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Definition
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Term
| Explain affirmative action. |
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Definition
| pick the underrepresented category when a tie is needed to be broken between two equally qualified individuals |
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Term
| Name 2 government enforcement agencies for civil rights. |
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Definition
Equal Employment Opportunity Commission (EEOC)
California Department of Fair Employment and Housing (DFEH) |
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Term
| What did the Fair Labor Standards Act of 1938 entail? What did the California Wage Orders entail? What company denied employees meal breaks? |
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Definition
minimum wage and overtime requirements made meal periods and rest breaks Walmart |
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Term
How many hours must one work in a week before getting overtime? In a day?
How much does one get paid for overtime? |
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Definition
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Term
How long must one work to get a 10 min break? 30 min break? 2 30 minute breaks?
A missed meal or rest break=how many hours of extra pay? |
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Definition
4 hr 10 min
5 hr 30 min
10 hr plus
1 hour |
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Term
| Name 2 enforcement agencies of labor laws. |
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Definition
US Department of Labor
California Department of Industrial Relations (Division of Labor Standards Enforcement) |
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Term
Sexual harassment is sex ____.
What 2 things could happen if you are convicted?
Harassment is in the ___ of the victim, not the ___ of the perp. |
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Definition
discrimination
lose your job
pay damages
mind
intentions |
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Term
| What is the reasonable woman's standard? What is remediation? |
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Definition
| "would a reasonable woman be offended by this?" taking immediate action to separate victim from offender in way that is fair and equitable |
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Term
| By law, what 4 things are comapnies required to have? |
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Definition
a sexual harassment policy
a process for surfacing sexual harassment complaints
training for all supervisors and managers on the law and company policy
a process for resolving complaints fairly and privately |
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Term
| Describe the performance equation. |
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Definition
Performance=f(abilityXMotivation)
ability=skills and training
motivation=incentives, rewards, intrinsic motivators |
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Term
| Can ability or motivation be lacking in any way when wanting high performance? |
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Definition
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Term
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Definition
| the degree of enjoyment derived from enjoying the job |
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Term
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Definition
| the overall attitude toward work |
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Term
| High job satisfaction and high morale lead to employee ____ and ___. Job dissatisfaction leads to low ____, ____, and ___. Does higher satisfaction lead to higher job performance? |
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Definition
| retention commitment performance absenteeism turnover NO |
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Term
| What are the 4 forces that cause people to want to increase their performance? |
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Definition
rewards attention intrinsic motivation need satisfaction |
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Term
| In regards to rewards, describe classical theory. |
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Definition
| Employees will work for money; if they can get more money by producing more, they will produce more. Scientific Management made production easier by simplifying jobs. |
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Term
Describe Theory X.
When is this most true? |
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Definition
employees will work to receive rewards and to avoid punishments. Job behavior must be closely supervised and managed.
When you have a lot of unskilled workers |
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Term
| Describe expectancy theory. |
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Definition
| employees will work towards rewards they believe they will receive through their efforts. |
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Term
| Is Google Pro or Anti Theory X? |
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Definition
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Term
| Behavior Modification Theory |
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Definition
| Employees will continue high performance if it is rewarded. They discontinue high performance when it is not rewarded. |
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Term
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Definition
| Employees will work to achieve foals set jointly with their managers. Goal achievement and the rewards associated with it motivate performance |
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Term
Name an "effect" that has to do with attention by management causing an employee to feel special and ourperform others.
What is the Behavior theory? |
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Definition
Hawthorne
Employees will work hard because of the special attention they receive from management |
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Term
| Maslow's Hierarchy of Needs |
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Definition
| Employees will work to try to satisfy their needs. Lower-level needs must be satisfied before higher-level needs become motivating. |
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Term
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Definition
| employees will work if they receive fair treatment from managers. Fairness is determined by a comparison between employee's I/O ration vs. others'. |
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Term
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Definition
| Employees will work if the job capitalizes on their natural tendencies to be energetic, growth oriented, self-motivated, productive |
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Term
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Definition
| Employees will work if "motivators" are present in their job and "hygeine factors" are acceptable levels. |
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Term
| Participative Management/Empowerment |
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Definition
| Employers will work if they take responsibility for their own performance |
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Term
| Job Enrichment/Job Redesign |
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Definition
| Employees will work if their jobs have motivating characteristics (e.g. task variety, working in a team, contact with the customer) |
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Term
| Which motivation theory says that people will be motivated to perform at a high level if they can perform work that is intrinsically satisfying? |
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Definition
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Term
| What 2 things make up performance? Give examples. What is it dependent on though? |
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Definition
job behaviors (effort) work outcomes (closing a sale) whatever an organization values |
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Term
| What are two ways in which performance is measured? |
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Definition
objective measure (things you can count)
subjective measure (evaluate the quality) |
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Term
Name 2 performance issues.
How would you address each? |
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Definition
can't do problems
won't do problems
can't:trainging and coaching
won't: motivational techniques |
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Term
| What might skew a performance rating? |
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Definition
basing it off of one item
not having performance description in behavior terms
not having a standardized rating system with levels of behvior examples |
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Term
| Counting the number of new custoers you have brought into your region as a telecommunications representative would be an example of what? |
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Definition
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Term
| What are 4 reasons that an organization would need to change? |
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Definition
to improve efficiencies to change the organization's focus to change strategy to incorporate new assets into the organization |
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Term
| The role of leadership in organizational change consists of changing ____, modeling new ____, changing the organization's ____, creating new policies and ___, and delivering ___ about what is valued. |
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Definition
values
behaviors
structure
rules
messages |
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Term
| What 5 things make up emotional intelligence? |
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Definition
| self-awareness self-regulation motivation empathy social skill |
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Term
| WHAT HAPPENS WHEN YOU TRY TO CHANGE BEHAVIOR? |
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Definition
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Term
| What are the 2 overreaching ways to break resistance? |
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Definition
create a compelling reason for change engage in fair process |
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Term
| What are 3 steps involved in fair process? |
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Definition
engagement
explanation
expectation clarity |
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Term
| What does distributive justice accomplish? What are 3 approaches? |
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Definition
| a way of obtaining cooperation tell people what will change but not why tell people what they will get and hope they are swayed by the benefits use incentives to drive behavior change |
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Term
Does it usually work when companies pay people more to go through change or offer them incentives?
What is another option? |
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Definition
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Term
| ____ _____ or Fair Process involves telling people what the ___ is and asking for _____ as to solutions. Tell peple what the changes will be and ___. Tell people what to ____ as a function of the change. |
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Definition
Procedural Justice
problem
input
why
expect |
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Term
| What are 7 ultimate strategies in regards to company change? |
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Definition
communication shared rewards based on results appeal to personal values appeal to competitive tendencies teams dedicated to faciliating organizational change new layers of management bought into the new structure and culture |
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Term
Guidelines for Interviewing Cristina Banks |
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Definition
demonstrate KSAs use examples from the past enable to interviewer to visualize your handling of the job bridge unrelated question back to related make the interview natural and not controlling find similarities dress sharply absense of negative information about yourself smiling, eye contact, confidence turn weaknesses and shortcomings around add the word "too"---I worry too much let the interviewer know how you are thinking |
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Term
Ready to be Heard Kathryn Tyler |
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Definition
Lenscrafters hiring deaf employees interpreter everyday is not necessary; use email, IM, finger spelling, mouth reading, signing, etc evaluate based on KSAs like any other employee teletypwriter(TTY) converts typed messages into electronic tones that are sent over the phone enabling deaf workers to make phone calls give preprinted meeting agendas provide sign language classes deafness can=isolation |
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Term
|
Definition
comprehensive database of worker attributes and job characteristics based off of "COMMON LANGUAGE" conceptual framework of O*Net is called the Content Model which is organized into 6 major domains: Worker characteristics, experience requirements, occupation requirements, occupational characteristics, and occupation-specific information |
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Term
| WALKING A MILE IN ANOTHER'S SHOES---Erin White (Wallstreet Journal) |
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Definition
more day in the life job simulations and role playing exercises timed assignment, put in office, deliver a speech can be time consuming and costly (thousands of dollars for a day) some say benefits outweigh disadvantages Chrysler has employees assembling parts |
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Term
Corporations, Culture and Commitment ---Charles O'Reilly |
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Definition
Food Lion-hardwork and simplicity 3M, Apple, Kim-Clark:innovation is it good or bad? difficulties during mergers and acquisitions culture as control if we want to be accepted we live up to the expectation culture as a normative order employees must share a common set of expectations must internalize meaning participation; how to use participation; management of symbolic action symbols cannot replace certain events or content comprehensive rewards systems |
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Term
| Discriminatory Practices-The US Equal Employment Opportunity Commission |
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Definition
Under Title VII of the Civil Rights Act of 1964-Age and Disability Acts passed no discrimination based on race, color, religion, sex, national origin, disability, age must post notices of rights other states and municipalities protect for orientation, status as parent, status of marriage, and political affiliation do not have to speak English unless it is essential for the job must try to accomodate to religious beliefs no pregnancy based discrimination (temporary illness) |
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Term
Smashing the Clock ---Michelle Conlin Business Week |
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Definition
Best Buy with Flextime (ROWE) 40% has no official ofice it was not imposed from top-down but allowed to spread turnover is down and productivity up isolation?--->mass career customization at Deloitte or glass walls at IBM fear of loss of control of workers and poor collaboration between coworkers record job satisfaction 3/4 of staff spend most time out of office beating rate of inflation while growing because of ROWE |
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