1. In a total quality setting, quality is defined by: A. The employee B. The customer C. The management D. The organization 2. An organization with a customer focus is: A. Outward-looking B. Inward-looking C. Established D. Continually improving 3. Which of the following mechanisms can help improve communication? A. An internal customer B. Self-managed and cross-departmental teams C. Organization employees D. External customers 4. Which of the following statements are true concerning communication with customers? A. Must extend only to internal customers. B. Is never misunderstood. C. Is essential in a competitive marketplace D. Is not necessary in a small town 5. The customer loyalty model consists of which of the following components? A. Business performance B. Global perceptions C. Loyalty behaviors D. All of the above are components of the customer loyalty model 6. The best way to generate customer loyalty is to provide customers with: A. Rebates B. Discounts C. Superior value D. Uninhibited access 7. Employee empowerment is: A. Employee involvement in decision making. B. Power of the employee to make suggestions that will be reviewed by management C. Employee input that is heard, seriously considered, and followed up on whether it is accepted or not. D. Power of the employee to make a decision without management involvement. 8. The primary inhibitor of empowerment is: A. The Wohcao Syndrome B. Human nature’s resistance to change. C. Resistance from employees and unions. D. Resistance from management. 9. The word that best describes management’s role in employee empowerment is: A. Facilitation B. Leadership C. Commitment D. All of the above 10. Which of the following strategies will help organizations move beyond empowerment to enlistment? A. Set up a reward system. B. Make it clear to all employees that their ownership is not just wanted and needed but that it is expected. C. Make it clear to implement suggestions. D. Empower employees for suggestions that are implemented. 11. A workforce that is ready for empowerment: A. Is accustomed to critical thinking B. Understands the decision making process C. Knows where it fits into the big picture D. All of the above 12. Which of the following is an element of management’s role in empowerment? A. Commitment B. Establishing quality circles C. Establishing customer feedback mechanisms D. Being impatient to earn employee buy-in 13. Which of the following characteristics is not necessarily needed to be a good leader? A. Good communication skills B. Positive role model C. A charismatic personality D. Persuasiveness 14. The most effective leaders can be found in what part of an organization? A. Top-level management B. Mid-level management C. Lowest paid wage earner D. All of the above 15. Leadership skills are: A. Inherited B. Learned C. Both A and B D. None of the above 16. Which of the following is the most appropriate leadership style in a total quality setting? A. Autocratic B. Democratic C. Participative D. Goal-orientated 17. The change facilitation model contains which of the following steps? A. Develop a compelling change picture B. Conduct a comprehensive roadblock analysis C. Monitor and adjust D. All of the above 18. Which of the following is a benefit of mentoring? A. Enhances performance B. Satisfies ISO 9000 standards C. Decreases the organization’s retention rate D. Eliminates the problem of stewardship 19. Which of the following strategies counter the negative influences of advisor and followers? A. Personal identity of members B. Looking for disagreement among advisors C. Relationships among team members D. Follower’s identity within the organization 20. Which of the following strategies are applied in order to be a good team member? A. Establish ground rules B. Be well prepared and participate C. Identify success criteria D. None of the above 21. Which of the following character traits promote successful teamwork? A. Honesty B. Controlling C. Impatience D. Need to be in-charge (bossy) 22. There are several components of communication. They are: A. The sender, the message, the receiver, verification B. The message, the medium, the sender, the customer C. The medium, the goals, the receiver, the message D. The message, the sender, the receiver, the medium 23. Which of the following is not a common inhibitor of communication? A. Lack of trust B. Lack of concentration C. Interference D. Inaccurate assumptions 24. Empathic listening means: A. Agreeing with what is being said B. Receiving the message, correctly decoding it, and accurately perceiving what is means C. Listening with the intent to understand D. Pretending to listen 25. Robert Luke offers four guidelines for enhancing the effectiveness of corrective feedback. They are: A. Be positive, be prepared, be realistic, and don’t be completely negative B. Be positive, be prepared, be realistic, be accurate C. Be direct, be prepared, be realistic, be accurate D. Don’t be completely negative, be positive, be brief, and be understanding 26. One of the highest levels of verbal communication occurs when speakers use what to make their points? A. Stories B. Facts C. Photographs D. Graphs and charts TRUE OR FALSE: Place T or F in the space provided to the left of the statement. _____1. The customer in a total quality setting defines quality. _____2. It is important to acquire as many customers as an organization is able because customers are not reliable and an organization must always be replacing a lost customer. _____3. Communication just happens. _____4. Meeting customer specifications does not produce customer satisfaction. _____5. Satisfied customers will not migrate to a competitor. _____6. Without empowerment, involvement is just another management tool that doesn’t work. _____7. Employee empowerment is a new name for participatory management. _____8. A workforce that is ready for empowerment is accustomed to critical thinking. _____9. A quality circle is a group of employees that meets regularly for the purpose of identifying, recommending, and making workplace improvement. _____10. Building trust requires leadership on the part of managers. _____11. To facilitate change in a positive way, leaders must have a clear vision and corresponding goals, exhibit a strong sense of responsibility, be effective communicators, have a high energy level, and have the will to change. _____12. It is important for those who want to lead to first learn how to follow. _____13. A team is a group of people with a common, collective goal. _____14. A team must have a mission statement because it explains the team’s reason for being. _____15. Teams are not coached “ they are bossed. _____16. Coaches promote mutual respect among team members and promote cultural diversity. _____17. Employees always work well together as a team just because it’s the right thing to do. _____18. People in teams will respond to change in the same ways. _____19. Effective communication means receiving a message, correctly decoding it, and accurately perceiving what it means. _____20. Company level communication is communication within a peer group. _____21. When trying to communicate it is important that you do not use open-ended questions. _____22. In order for employees and managers to function effectively in a total quality setting, they must have good interpersonal skills. _____23. Interpersonal skills are those needed for people to work together in a positive manner that is conductive to both personal and corporate success. _____24. One-way communication helps maintain a climate that is conducive to effective communication.