NCM 119 Midterm Exam PDF

Nursing Leadership, Management and Professional Adjustment (NCM 119) Midterm Exam INSRUCTON: Shade the letter of the best answer on the provided ANSWER SHEET. No corrections or superimpositions on the ANSWER...

Nursing Leadership, Management and Professional Adjustment (NCM 119) Midterm Exam INSRUCTON: Shade the letter of the best answer on the provided ANSWER SHEET. No corrections or superimpositions on the ANSWER SHEET. You may write on the questionnaire. CHEATING IS PROHIBITED. 1. Planning involves: SATA a. Assigning tasks b. Defining goals c. Determining appropriate tasks and resources d. Making corrections e. Using influence 2. Organizing involves: SATA a. Motivating employees b. Defining goals c. Monitoring employees activities d. Grouping tasks into departments e. Determining appropriate tasks and resources 3. Katherine is a young Unit Manager of the Pediatric Ward. Most of her staff nurses are senior to her, very articulate, confident and sometimes aggressive. Katherine feels uncomfortable believing that she is the scapegoat of everything that goes wrong in her department. Which of the following is the best action that she must take? A. Identify the source of the conflict and understand the points of friction B. Disregard what she feels and continue to work independently C. Seek help from the Director of Nursing D. Quit her job and look for another employment. 4. Alexandra is tasked to organize the new wing of the hospital. She was given the authority to do as she deems fit. She is aware that the director of nursing has substantial trust and confidence in her capabilities, communicates through downward and upward channels and usually uses the ideas and opinions of her staff. Which of the following is her style of management? A. Benevolent –authoritative B. Consultative C. Exploitive-authoritative D. Participative 5. She decides to illustrate the organizational structure. Which of the following elements is NOT included? A. Level of authority  B. Lines of communication C. Span of control D. Unity of direction 6. St. Raphael Medical Center just opened its new Performance Improvement Department. Ms. Valencia is appointed as the Quality Control Officer. She commits herself to her new role and plans her strategies to realize the goals and objectives of the department. Which of the following is a primary task that they should perform to have an effective control system? A. Make an interpretation about strengths and weaknesses B. Identify the values of the department C. Identify structure, process, outcome standards & criteria D. Measure actual performances 7. Ms. Valencia develops the standards to be followed. Among the following standards, which is considered as a structure standard? A. The patient verbalized satisfaction of the nursing care received B. Rotation of duty will be done every four weeks for all patient care personnel. C. All patients shall have their weights taken recorded D. Patients shall answer the evaluation form before discharge 8. When she presents the nursing procedures to be followed, she refers to what type of standards? A. Process B. Outcome C. Structure D. Criteria 9. Which of the following is evidence that the controlling process is effective? A. The things that were planned are done B. Physicians do not complain. C. Employees are contended D. There is an increase in customer satisfaction rate. 10. Ms. Valencia is responsible to the number of personnel reporting to her. This principle refers to: A. Span of control B. Unity of command C. Carrot and stick principle D. Esprit d’ corps 11. She notes that there is an increasing unrest of the staff due to fatigue brought about by shortage of staff. Which action is a priority? A. Evaluate the overall result of the unrest B. Initiate a group interaction C. Develop a plan and implement it D. Identify external and internal forces. 12. She decides to have a decentralized staffing system. Which of the following is an advantage of this system of staffing? A. greater control of activities B. Conserves time C. Compatible with computerization D. Promotes better interpersonal relationship 13. Aubrey thinks about primary nursing as a system to deliver care. Which of the following activities is NOT done by a primary nurse? A. Collaborates with the physician B. Provides care to a group of patients together with a group of nurses C. Provides care for 5-6 patients during their hospital stay. D. Performs comprehensive initial assessment 14. She plans of assigning competent people to fill the roles designed in the hierarchy. Which process refers to this? A. Staffing B. Scheduling C. Recruitment D. Induction 15. Ms. Caputo is newly-promoted to a patient care manager position. She updates her knowledge on the theories in management and leadership in order to become effective in her new role. She learns that some managers have low concern for services and high concern for staff. Which style of management refers to this? A. Organization Man B. Impoverished Management C. Country Club Management D. Team Management 16. Her former manager demonstrated passion for serving her staff rather than being served. She takes time to listen. Prefers to be a teacher first before being a leader. Which is characteristic of leader is mentioned A. Transformational leader B. Transactional leader C. Servant leader D. Charismatic leader 17. On the other hand. Ms. Caputo notices that the Chief Nurse Executive has charismatic leadership style. Which of the following behaviors best describes this style? A. Possesses inspirational quality that makes followers gets attracted of him and regards him with reverence B. Acts as he does because he expects that his behavior will yield positive results C. Uses visioning as the core of his leadership D. Matches his leadership style to the situation at hand. 18. Which of the following conclusions of Ms. Caputo about leadership characteristics is TRUE? A. There is a high correlation between the communication skills of a leader and the ability to get the job done. B. A manager is effective when he has the ability to plan well. C. Assessment of personal traits is a reliable tool for predicting a manager’s potential. D. There is good evidence that certain personal qualities favor success in managerial role. 19. She reads about Path Goal theory. Which of the following behaviors is manifested by the leader who uses this theory? A. Recognizes staff for going beyond expectations by giving them citations B. Challenges the staff to take individual accountability for their own practice C. Admonishes staff for being laggards. D. Reminds staff about the sanctions for non performance.  20. One leadership theory states that “leaders are born and not made.” which refers to which of the following theories? A. Trait B. Charismatic C. Great Man D. Situational 21. She came across a theory which states that the leadership style is effective dependent on the situation. Which of the following styles best fits a situation when the followers are self-directed. experts and are matured individuals? A. Democratic B. Authoritarian C. Laissez faire D. Bureaucratic 22. She surfs the internet for more information about leadership styles. She reads about shared leadership as a practice in some magnet hospitals. Which of the following describes this style of leadership? A. Leadership behavior is generally determined by the relationship between the leader’s personality and the specific situation B. Leaders believe that people are basically good and need not be closely controlled C. Leaders rely heavily on visioning and inspire members to achieve results D. Leadership is shared at the point of care. 23. Ms. Caputo learns that some leaders are transactional leaders. Which of the following does NOT characterize a transactional leader? A. Focuses on management tasks B. Is a caretaker C. Uses trade-offs to meet goals D. Inspires others with vision 23. She finds out that some managers have benevolent-authoritative style of management. Which of the following behaviors will she exhibit most likely? Discuss A. Have condescending trust and confidence in their subordinates B. Gives economic or ego awards C. Communicates downward to the staff D. Allows decision making among subordinates 24. The nurse manager has asked that all staff nurses develop effective leadership competencies. How should the staff nurses interpret this request? a. This is an unrealistic expectation, because only managers are leaders. b. If the nurses learn about and use relevant leadership and management theories and styles this is possible. c. In order to become leaders, the staff nurses will have to emphasize control, competition, and getting the job done. d. Unless the staff nurses possess the traits of a natural born leader, this is an unrealistic expectation. 25. Peter Drucker's view of management stimulated the shift toward the realization of the importance of participatory organizations. Which option provides a scenario that is an example of a participatory organization? a. The control of the organization is centralized, and decisions are made by upper-level management. b. Staff nurses are expected to provide support and nurturing for management's decisions. c. The organization's approach to leadership is autocratic and bureaucratic. d. Staff nurses provide input into planning and changes for their own unit. 26. Which behavior demonstrates the nurse's competency as an emotionally intelligent leader? a. The nurse is proficient in technical skills. b. The nurse relies on policies, not options. c. The nurse supports team members. d. Productivity is not a major concern. 27. Describe the primary focus of a manager in a knowledge work environment. a. Developing the most effective teams. b. Taking risks. c. Routine work. d. Understanding the history of the organization. 28. A very young nurse has been promoted to nurse manager of an inpatient surgical unit. The nurse is concerned that older nurses may not respect the manager's authority because of the age difference. How can this nurse manager best exercise authority? a. Use critical thinking to solve problems on the unit. b. Give assignments clearly, taking staff expertise into consideration. c. Understand complex health care environments. d. Maintain an autocratic approach to influence results. 29. What statement, made in the morning shift report, would help an effective manager develop trust on the nursing unit? a. "I know I told you that you could have the weekend off, but I really need you to work." b. "The others work many extra shifts, why can't you?" c. "I'm sorry, but I do not have a nurse to spare today to help on your unit. I cannot make a change now, but we should talk further about schedules and needs." d. "I can't believe you need help with such a simple task. Didn't you learn that in school?" 30. The nurse has just been promoted to unit manager. Which advice, offered by a senior unit manager, will help this nurse become inspirational and motivational in this new role? a. "If you make a mistake with your staff, admit it, apologize, and correct the error if possible." b. "Don't be too soft on the staff. If they make a mistake, be certain to reprimand them immediately." c. "Give your best nurses extra attention and rewards for their help." d. "Never get into a disagreement with a staff member." 31. Compare and contrast manager roles and leadership roles by choosing the options that are more aligned with the manager role. Select all that apply. a. Focus is change. b. Have the ability to influence others. c. Control the environment. d. Focus is on people. E. Focus on efficiency. 32. Typically the nurse manager of a unit uses a participatory style of leadership. Today a patient suffered a cardiac arrest; the manager took over the patient's care, issuing orders, and expecting staff to obey them immediately. Which type of leadership did this manager exhibit today? Select all that apply. a. Bureaucratic. b. Autocratic. c. Permissive. d. Directive. e. Authoritarian. 33. There have been several patient complaints that the staff members of the unit are disorganized and that "no one seems to know what to do or when to do it." The staff members concur that they don't have a real sense of direction and guidance from their leader. Which type of leadership is this unit experiencing? a. Autocratic. b. Bureaucratic. c. Laissez-faire. d. Authoritarian. 34. Which factor would least likely be included in the analysis of an organization? a. Whether the organization's mission and vision match staff performance. b. Results from a staff opinion survey regarding the organization's decision-making processes. c. How the organization's communication patterns have affected the change process. d. The turnover rate of nursing personnel in a given unit. 35. The patient who had a colonoscopy one hour ago suddenly experiences bright red rectal bleeding, becomes diaphoretic, and is short of breath. The nurse decides to implement standing emergency orders and initiates oxygen per mask and increases the patient's IV rate while a colleague contacts the patient's physician. Which critical element of nursing is this nurse demonstrating? Select all that apply. a. Autonomy. b. Responsibility c. Delegation d. Accountability e. Relevance 36. You are not new in your department and you had been there for almost three years. Miss A, your previous nurse manager was considered strict and authoritative in implementing the protocols in your area. She would make your schedule fixed unless you will inform her two weeks before for any change of shift. On the contrary, your new nurse manager, Miss B, schedules a monthly staff meeting for any significant matters in your department. She is not so lax but makes it up to collect suggestions from all of you before making decisions. 1. If you are to choose which one of your nurse managers described above reflects a democratic type of leadership, who is she? A. Miss A B. Miss B C. Both of them D. None of the above Explanation: A democratic leadership style offers and gives suggestions, but lets the whole group do the planning. Miss B basically exhibits a democratic leadership since she would allow the group decide and plan for any significant matter in the department. 37. What leadership style did Miss A utilized to maintain a strong control in the department? A. Laissez- faire B. Democratic C. Collegial D. Autocratic Explanation: Miss A used an autocratic leadership style to strictly maintain the control in the department. An autocratic leader usually gives orders and the one who makes decisions and the planning. 38. There are nursing students who are conducting their study on leadership styles in your unit. One of the questions included is: What do you think is the most effective leadership style that can be used during emergency situations? A. Democratic B. Laissez- faire C. Autocratic D. Supportive Explanation: Since an authoritative leader tends to be directive, during emergency situations this kind of leadership styles pays effectiveness in nursing care. It can be beneficial if the autocratic leader knows how to prioritize and do the things that needs to be done. 38. What are the qualities that define a leader who uses laissez- faire? A. She involves the group in planning and in decision making B. She oversees everything to come up with good quantity and quality of output but provides little autonomy and self- motivation to her members. C. She tends to be passive and puts the responsibility of decision making to others. D. She would foster independence in your team by promoting motivation and creativity. Explanation: Laissez- faire leadership style provides no control in the team. She may be passive and uninvolved. This type of leadership style is likely to have chaos within the area of duty since the members work independently without having prompt directions from the leader. 39. This is a common trait of a leader which is defined as his ability to possess honesty, responsibility and maturity in the working area. A. Integrity B. Personality C. Intelligence D. Flexibility Explanation: Personality refers to his personal alertness, creativity, emotional balance and control while intelligence corresponds to his sound judgement, decisiveness, and knowledge. Flexibility on the other hand, pertains to his ability to adapt rapidly to changes. 40. You are the head nurse in the pediatric department. Your roles in the planning process in the hospital include the following, except one: A. Act as link between higher- level managers and non managers B. Directly responsible for the actual production of nursing services C. Represent the organization D. Answers C & B Answers A & B are both roles of a head nurse while representing the organization is the role of top managerial positions like director of nursing services, chief nurse or deans. 41. What is true about patient classification system or PCS? A. It is a method of grouping patients according to length or duration of nursing care B. It is a measuring tool used to describe the progress of patient’s status C. It depends on the complexity of nursing care requirements of the patient D. All of the above Explanation: It is both a method of grouping patients and a measuring tool but defines the workload of a nurse to a specific patient. It usually depends on how complex or simple nursing care needs the patient require. 42. You are asked by your instructor to discuss about Contingency Theory. What should you include in your discussion? A. It is a theory in leadership that views the pattern of leader behaviour as dependent on the interaction of the personality and the needs of the situation. B. It considers that leaders must provide followers the sense of security and approval and discipline to be successful in an output. C. It emphasizes that both leaders and followers should act on one another to raise their motivation. D. It states that leadership qualities inspire followers to be motivated in what they do. Explanation: Contingency theory is described as a leadership that depends on other factors in the environment for it to be effective. Option B refers to McGregor’s Theory X and Theory Y while option c pertains to Transformational theory, and option D corresponds to Charismatic theory. 43. In planning, conceptualizing the purpose and the aspirations of the organization is essential. What statement gives a false description of a vision? A. It reflects what the organization wants to be B. It is written to magnify the various activities and it is projected with a broad time frame C. It reflects why the organization exist D. It uses action words in present tense Explanation: This description corresponds to a mission statement not a vision statement. 44. Isabelle, your co-worker, is a newly hired nurse. She asked you about centralized staffing system. A. The head nurse or the supervisor does the scheduling of personnel. B. Schedule is based on the needs of the patients and the knowledge of the personnel. C. You can readily rearrange your schedule as needed. D. The scheduling is planned and made by the nursing director. Explanation: Centralized staffing system is done by the nursing director, wherein denies the head nurse to make the staffing decisions and it allows minimal personal contact with the staff. Other answers define what a decentralized staffing system is. 45. In the hospital, your department is using the functional method of patient care modality. What is it all about? A. One nurse is responsible for giving bedside care, another one for administering medications and another one for treatments and so on. B. It is a one on one constant patient care for period of time. C. The nurse has the responsibility for giving nursing care to the client from admission until discharge D. A team leader has the responsibility for coordinating the total care of a group of patients. Explanation: Functional nursing is a task- oriented way of delegating work. No single nurse is responsible for the total care of any patient. 46. It is a managerial function that indicates leading the staff in the most effective method. A. Planning B. Directing C. Organizing D. Controlling Explanation: Directing means giving instructions, directions, or orders in such a way that a certain goal will be achieved effectively. 47. Which describes an informal leader? A. Anna who is appointed because of her competencies and continuing education B. Maria who becomes the leader of the team because of her years of experience in the department C. Eduard who is considered the leader of the team since he was given the legitimate authority to act as one. D. Alexandra who is chosen by the administration because of her age and knowledge in the area of work. Explanation: Words such as appointed, legitimate authority, and chose by the administration all describes a formal leader. Maria becomes the leader because of her years of experience is possible but it can only be considered as informal. 48. Why is good communication important in managing personnel? A. It motivates personnel to do their jobs well B. It promotes independence and collaboration C. It fosters influence and power D. All of the above Explanation: All the statements above describe the advantages of a good communication in the organization. 49. Downward communication is described below. Which one is correct? A. The communication is between two supervisors B. The flow of communication is from the head nurse to supervisor C. The flow of communication is from the chief nurse to the head nurse D. The flow of communication is from the staff nurse to the chief nurse Explanation: Downward communication is defined as the flow of communication from the top level managers to the lower levels. 50. During controlling and evaluating phase, the following are quality improvement methods utilized by institutions. Which one refers to a review process used by healthcare organization to assure that the hospital may provide care to clients? A. Credentialing and licensing B. Standards of care C. Clinical pathways D. Benchmarking Explanation: Standards of care refers to descriptions of standard client care which was developed by healthcare organizations to be considered as guide; clinical pathways pertains to tools for to be utilized for a specific client; benchmarking is a tool that identifies the best practice and by comparing it to other departments. 51. Which type of conflict management technique is described as cooperating and that one side gives in to the other? A. Avoiding B. Accommodating C. Competing D. Compromising Explanation: Accommodating allows stakes which is not high enough. It can be utilized when the other side is more concerned with the issue than the other one. 52. The management theorist who developed the 14 principles of management is: A. Frederick Taylor B. Max Weber C. Mary Follet D. Henri Fayol Explanation: Frederick Taylor postulated the theory of scientific management while Max Weber advocated that the ideal organization for complex institution is having bureaucracy; and Mary Follet indicated that management is a social process. 53. What are the tasks that should not be delegated to a non professional staff? A. Doing the vital signs B. Turning the client every two hours C. Grooming and bathing the client D. Assessment of neurological deficits Explanation: Nursing assessment requiring professional judgement should not be delegated to a non professional nurse. 54. You are asked by your instructor to differentiate a leader and a manager. Which one is incorrect? A. A leader is focused on purposes but a manager is focused with structures and processes. B. A leader does the right thing and a manager does each task the right way. C. A leader has a short term view while a manager views work in long term duration D. A leader rely on trust while a manager rely on control Explanation: It is incorrect since a leader focuses on the future of his organization thus it has long term goals for it while a manager focuses on the present making him plot for short term goals. 55. Supervision and delegation fall to what phase of the management process? A. Organizing B. Directing C. Controlling D. Planning Explanation: In directing, commanding orders or tasks and coordinating it to personnel are involved – thus, delegation and supervision have important roles in this phase. 56. What type of conflict refers to when there are two or more opposing incompatible demands that arise and priority differences affects the resolution of the conflict. A. Interpersonal conflict B. Organizational conflict C. Intrapersonal conflict D. Answers A & B Explanation: This kind of conflict usually arises when a staff is confronted with choosing between going to work or prioritizing her sick mother, and the like. 57. What is not a characteristic of an organizational chart? A. It shows the division of work B. It shows the workload of each personnel C. It reflects the type of work of each staff D. It delineates the groupings according to type of work Explanation: The organizational chart shows all the above descriptions except for telling the amount of work laid for personnel. It might impose the weight of responsibility of each staff but not their workload. 58. What kind of staffing is considered the most common pattern and the oldest type? A. Cyclical staffing B. Full time equivalent staffing C. Conventional staffing D. Decentralized staffing Explanation: It is the oldest staffing pattern utilized by many institutions. It combines centralized and decentralized staffing. 59. When taking disciplinary action, you should a. Argue with the employee b. Allow employee to speak for the others involved c. Make the disciplinary process as formal as possible d. Enforce policies and rules with consistency 60. Which of the following three factors affects an employee’s motivation? a. Attitude, interests and needs b. Attitude, interests and salary c. Attitude, interests and working conditions d. Attitude, needs and salary 61. Managers are judged by: a. What they get others to do b. Their personality c. What they do d. How fast they work 62. The process or activity of optimally utilizing human resources to achieve predetermined goals and objectives in the most efficient and effective way possible is: a. Directing b. Controlling c. Planning d. Organizing 63. As a manager, you cannot evaluate: a. The performance of the employee b. The behavior of the employee c. The risk taking characteristics of the employee d. The attitude of the employee 64. Which of the following will help motivate employees? a. Compromise on poor performance b. Ask for performance and set standards c. Use positive reinforcement, and generalize it d. Use the same methods of reinforcement for everyone 65. Which statement about power is true? a. Authority gives power b. Power can be delegated c. Power must be earned d. Power is given through the legitimacy of the position  66. Which style of leadership asks for subordinates input, using them to reinforce their position on how the task should be done, and the methods to be used? a. Autocratic b. Delegating c. Relationship d. Task 67. Which style of management would be most effective in an emergency situation? a. Autocratic b. Consultative c. Delegating d. Participating 68. The freedom to act, make decisions and challenge one’s self to be more creative fits which of Maslow’s hierarchy of needs? a. Social needs b. Security needs c. Basic needs d. Self-fulfillment needs 69.Which of the following is a function of management? a. Doing b. Staffing c. Sampling d. Maintaining 70. Reaching toward an objective or striving to meet a mission statement would fall into what part of management? a. Planning b. Directing c. Controlling d. Staffing 71. The theory of Unity of Command is: a. Where each working unit has one person in charge with authority to make decisions up to a certain level b. Where each working unit has multiple people in charge and a vote is taken when decisions must be made c. Where each working unit has many departments, and no one person is in charge d. None of the above 72. The upper limit of employees or subordinates a supervisor can effectively manage is called: a. Span of control b. Span of manpower c. Span of organization d. Span of functions 73. Supervisors have the tendency to spend most of their time on this function: a. Directing b. Controlling c. Planning d. Staffing 74. Which managerial function clarifies the boundaries of authority and responsibility within a department? a. Planning b. Organizing c. Directing d. Controlling 75. When solving a group conflict, you should: a. Establish a winner and loser group b. Resolve it in such a way that there is no apparent winner or loser c. Smooth over the problem, hope it will go away with time d. Support the position with the most people involved 76. Which statement is true? a. A managers status within the organization does not influence communication with subordinates b. In a well operated organization, communication always flows upward c. The manager/subordinate status does not have any influence on communications between the two parties d. People prefer, most of the time, to communicate with the higher status positions 77. Which of the following is NOT a rule for effective listening? a. Do not anticipate what the employee will say b. Do not fake attention c. Try to retain everything the employee is saying d. Listen without evaluating 78. When resolving problems between two employees, the manager should: a. Base all decisions on the employees attitudes b. Remember that differences exist between employees personalities c. Make your decision based on the employees behavior d. Stall for time, because time fixes everything 79. The right or privilege to direct or request a behavior or action, along with the right to discipline is: a. Control b. Power c. Authority d. Leadership 80. In any useful description of management you will find two premises, which statement contains one of those premises: a. Develop people and direction of things. b. Develop people and not the direction of things. c. Direction of things and not the development of people. d. Management performs task rather than corrects workers mistakes. 81. Managers should know and use the three types of planning. These are: a. Emergency, Task, & Contingency. b. Goal, Long range, & Contingency. c. Short range, Long range, & Contingency. d. Task, Long range, & Emergency. 83. To be able to formulate a workable plan you must first: a. Have knowledge of utilities’ policies & rules. b. Know of available resources. c. State the objective to be achieved. d. Understand the utilities’ methods & procedures. 84. When preparing a budget you should: a. Add a per cent increase to last year’s budget values. b. Ask more than you need so you can cover contingencies. c. Do not budget for any contingencies. d. Be realistic in projecting needs. 85. A job description should contain which of the following? a. Benefits. b. Duties. c. Number of positions required. d. Salary. 86. Which is not a characteristic of a good directive? a. Open time element b. Appropriate wording. c. Compatibility with objectives. d..Reasonableness. 87. Things such as, titles, promotions, and a private office would be placed into which level of “Maslow’s Hierarchy of Needs” a. Belongingness. b. Physiological. c. Security. d. Self-esteem/Ego 88. Which of the following is an advantage of group decisions? a. Compromise & bargaining. b. Majority decision making. c. Time. d. Variety of approaches. 89. What is the most common type of employee training? a. On the job training. b. Seminars. c. Trade schools. d. Work delegation programs. 90. When open-ended time assignments are given, which of the following is true: a. Accountability is non-existent. b. All tasks are completed when manager expected. c. Employee procrastination level is low. d. Projects are worked on at a consistent pace. 91. Managers who direct the work of the rank and file employees are known as: a. Top Managers. b. First Line Managers. c. Middle Managers. d. Operative. 92. Which statement on authority is true? a. Authority & power are the same. b. Authority cannot be delegated. c. Authority and responsibility must be considered together. d. Authority comes with power 93. One of the abilities a manager needs to be successful is the ability to match leadership style to the work situation, which is necessary because of three concerns. These are: a. Interpersonal relationships, worker/task maturity, orders & directives. b. Manager accessibility, training, task. c. Task, interpersonal relationships, worker/task maturity. d. Workers, communication style, social activities. 94. Managers cannot evaluate: a. Attitude of employee. b. Behavior of employee. c. Performance of employee. d. Risk taking characteristics of employee. 95. Listening is the key to knowledge and understanding. Which item listed below will not aid effective listening: a. Anticipate what will be said next. b. Ask questions. c. Focus on speaker. d. Paraphrase message. 96. Open-end time assignments can produce: a. Completed projects on time. b. Employee accountability. c. Procrastination. d. Project work schedule improvements. 97. Before you can solve a problem you must: a. Define the problem b. Decide to use group or individual decision c. Establish objectives d. Review need for decision 98. The process of setting goals and establishing guidelines for meeting them is called: a. Planning. b. Supervising. c. Evaluating. d. Managing. 99. Which of these statements best describes the concept of reinforcement? a. Rewards are negative reinforcements. b. Punishment and reward are both reinforcements. c. Punishment cannot be a reinforcements. d. Punishment can never be fair. 100. Leading involves the following: SATA a. Assigning tasks b. Motivating employees c. Use of influence d. Monitoring employees' activities e. Keeping the organization on track toward its goals