*********

Question 1 ** ***

25/ ** Points

***** ** *** ********* ** an ******* of management’s **** ** *************

A ***********

B ************ quality ********

C ************ customer ******** ***********

* ***** ********* ** **** employee buy-in

********* Page ****

******** * ** 40

25/ ** *******

**** **** ** *** Change ************ ***** is ************ by ********** ************ ******** **** ********* *** *** going ** **** to ***** *** *** practical ********** implementation ** *** ****** ***********

* Develop * compelling ****** ********

B ****** the change ************** *****

C *********** *** ****** ******* to *** stakeholders

* ******* a ********* analysis

Feedback: **** ****

******** * ** 40

00/ ** *******

******** *********** ****

* employee involvement ** ******** making

B employee input **** ** heard seriously ********** *** followed ** ** ******* ** is ******** or ****

* ***** of *** ******** to **** *********** **** **** ** reviewed ** management

D power of *** ******** ** **** * ******** ******* ********** ************

********* ***** ********

Question 4 ** ***

*** ** Points

__________ ******** that ******** that *** ** ***** will ** ******

* The Juran ********

B ************** **********

* Murphy’s ****

D ****** ** leadership

Feedback: **** 137

******** * ** ***

25/ ** *******

*** ********** ** **** ********** ** ******* it **** *** *********** ** *** ************ ** will ** ************ to

A ******* *****

B mission **********

* corporate *******

* ****** ********

Feedback: **** ****

******** * ** ***

25/ ** Points

*** ********* *** ********** is **** ** ********** *** **** *** ** bring *** ********** *** ********** of *** **** ********* ** **** ** ********* *** company’s competitiveness

A * ******* *************

* empowerment

* reengineering

* ********* **********

********* **** 114

Question * ** ***

*** ** *******

***** ** the ********* ** the **** *********** ********** ***** ** * ***** ******* *********

* ***********

* ***********

C **************

* ****************

Question 8 of ***

*** ** *******

***** ** the ********* ********** will **** ************* **** beyond empowerment to ************

* *** up a reward *******

* **** ** clear ** *** employees **** their ********* is *** just ****** *** needed *** **** ** ** *********

C **** ** ***** to ********* ************

* ******* employees *** *********** **** *** ************

Question * ** ***

*** ** *******

************** strategies include *** of the ********* ********

A being consistent

B ********* ******** ***********

* ******** ** and helping

* ****** *** ***** *** ******* *** credit

********* **** 133

******** ** ** 40

25/ ** *******

******** *********** ****

* ******** *********** ** ******** *******

B ***** of *** ******** to make *********** **** **** ** ******** ** ***********

* ******** ***** **** ** ***** ********* considered and ******** ** ** ******* ** ** ******** or not

* power ** *** ******** to **** * ******** ******* management ************

******** ** ** 40

*** ** Points

********** arrays *** basic human ***** ** **** ********** *******

A *** Deming ******

* Juran’s ********** ******

* The ***** ******

* ************** Hierarchy ** ******

********* ***** ********

Question ** ** ***

25/ ** *******

*** *** ** motivating people lies in *** ******* ** ****** ***** personal needs to *** **********************

* ********

* *******

C ************

D ******

Feedback: **** 128

******** ** of ***

25/ ** *******

A ********* **** ** ***** for *************

* ** ********** ** ******** *********

B understands the ******** ****** ********

* ***** ***** ** **** **** *** big ********

D All ** *** above

******** ** of ***

*** ** *******

***** of *** ********* characteristics ** *** necessarily needed to ** a **** leader?

* **** communication skills

* ******** **** model

C * *********** ************

* ***************

******** 15 ** ***

*** ** *******

__________ leadership ** **** ***** as ************ ***********

* ***********

* Participative

C ************

* Autocratic

********* **** 130

Question ** of ***

*** ** Points

****** ********** *********** for *********** is ********* ** *** ******* of empowerment

* review of

* implementation ***

* ******** ***

* ************* ***

Feedback: **** ****

******** ** ** ***

*** ** *******

__________ is *** ********** **** exists **** ****** ** a ***** ***** **** ** ******** * ******** **** ** ****** a **** *********

A **********

B **************

* Groupthink

* Walking *** ********

********* **** ****

******** 18 of ***

25/ ** *******

A ********* **** is ready *** empowerment is accustomed ****

* ******** *******

* ******** *********

C management ********

D ********* *********

Feedback: Page 117

Question ** ** ***

*** ** *******

*** **** **** **** describes management’s role in employee *********** ****

* *************

* leadership

* commitment

D All ** *** above

Question ** ** ***

*** ** Points

*** ******* inhibitor ** *********** ****

A *** ****** *********

* human ************ resistance to change

* ********** from employees *** *******

D ********** **** ***********

**** 2 ** * * **** *** *******

******** ** ** ***

25/ 25 *******

********** communication is ************* ***** *******

A One-on-one ******

* ***********

C Company-level

* **************

********* **** ****

******** ** ** ***

*** ** *******

Controlling ******** politics ****** with *** **********************

* ********

B *******

* ********* plan

* ***** **********

********* **** 220

Question ** ** ***

*** ** *******

****** **** ****** **** ********** *** ********* the ************* of ********** ******** **** *****

* ** ******** be prepared ** ********* *** *********** ** ********** *********

* ** ******** be prepared be ********* ** *********

* ** direct ** ******** ** realistic be *********

* *********** ** completely ******** be ******** be brief *** be **************

Question 24 ** ***

*** 25 *******

*** ****** *** **** used method of teaching ** *** ********** *******

* **************

B ***********

C *******************

D ***********

Feedback: **** 197

Question ** ** ***

*** ** *******

__________ ** *** ************* ******** of sound ******

A ********

* **********

* *************

* Communication

Feedback: Page 170

******** ** ** ***

25/ ** *******

******** ******** ****** *** **** * common ***** ** goal ** * ******** ** ******** *********** ***** as:

* electioneering

B *********

C ***** **********

* ********* *********

********* **** ****

******** 27 ** ***

*** ** *******

* ***** ** ****** become * **** ******

* ******* ****** to **** ****** ******

* **** ************ ** responsibility *** ********* exists

* ****** ***** ** *******

* *** ** *** ******

********* ***** ********

Question ** ** ***

25/ ** *******

********* ********** by definition ******** effective:

* *********

* ***********

* **************

* *************

********* Page 167

******** 29 ** 40

*** 25 Points

************* ********** ****** ** ******* around:

* *** ************** ** ***** ********

* *** results of *** ***** ***********

* team goals

D composite *****

Feedback: **** ****

******** ** ** ***

*** ** Points

***** ** *** ********* ********* ****** ******* ********** **********

A ********

* ************

* ***********

* Need ** be ********* ********

******** ** of 40

*** 25 *******

****** that are ****** ********* ** ****** training ******** *****

A drug *** ******* abuse

* employee theft and ****** ***********

* ********** ** ***** *** ********

D *** ** the ******

******** 32 of 40

*** 25 Points

What ********** ** what ** **** ** remembered and **********

* ** ********

* 20 ********

C ** ********

* 50 ********

********* **** 197

******** ** of ***

*** ** Points

* *********** premise of leadership ****

* reward/recognition

* ******* * ******** ********

* *********** workplace *********

D ***** ************* as * ******* **********

********* **** ****

******** 34 ** ***

25/ ** *******

* ******** **** ** ******** ******** **** ******** *** sharing ****** selective *********** of *********** ****

A coalition *********

B *********

C electioneering

* spreading ** ****** *** gossip

Question 35 of 40

*** 25 Points

***** ** the ********* ** NOT * ****** ********* of ***************

A **** ** ******

* **** of concentration

* Interference

D ********** ************

Question ** ** 40

*** 25 Points

****** ************* is least effective when:

A ************ an employee *** **** performance

* ********* a safety *********

* ********** ** ******** *** ***** * **** job

* ********** ** resolve ******** ******* ** ***** **********

******** 37 ** ***

*** ** *******

***** ** *** ********* situations indicates **** ******** ****** be stimulated?

* ********* ****** ***** and **** ******** **** **** **** ** hear

* ********* willingly ***** their *********

* *** ******** **** ** ********* *****

********* Page ****

******** 38 of ***

25/ ** Points

***** ** *** following is * ******** ** ************

A ********** must **** * ********* of purpose

* E-learning ***** **** **** ***** *** learning ******* *** mentors *********

* ********** ******** ***** supervision *** feedback

* ***** ** ******* ** ******* the ********** ***********

********* Page ****

******** ** of 40

*** ** *******

*** ********* team-building process ******** *** but which *** ** *** ***********

* *****

B *******

* Assess

* Execute

Feedback: Page ****

Question ** ** 40

25/ ** Points

A strategy **** by internal ******** **** ******** *** ******* and/or ********* *********** ** *********** ****

* coalition *********

* *********

* electioneering

* the power ****