国开电科理英语4机考题库[珍藏版]
第三题 阅读理解判断题
说明：资料整理2023年4月适国开电科期末机考考试
A
A strategic plan is not the end goal of the strategic planning processit is the framework for successfully implementing a strategyUntil a strategic plan is put into effectit has no real value
There are several keys to successful implementationFirstpeople directly involved in executing the strategy must be included in the planning processStrategic planning is no longer a topdown directiveWithout the input and feedback of the people responsible for executing on the strategya seemingly solid strategy is likely to fall apart when implementation is attempted
The next key to successful implementation is clearly communicating the strategy to the whole companyThe communication should ensure that everyone in the company understands and accepts the strategy as the best path forwardand not simply the leadership’s latest ideaWithout clear communicationemployees lack a sense of ownership and clarity of purposeWhen a strategy is not understood or embracedit usually results in misunderstanding and uneven commitments to implementation
Another key to the successful execution of a strategic plan is the clear and straightforward description of the plan and its operationsEven the most brilliant strategy faces failure if it cannot be explained clearly and concisely
[判断题]
◆The final goal of the strategic planning process is a strategic plan
[答案]F
◆A strategic plan is valuable if it is executed
[答案]T
◆There are four keys to successful implementation
[答案]F
◆A good strategy is likely to fall apart if without the input and feedback of the people responsible for executing on the strategy
[答案]T
◆Leadership’s idea determines all
[答案]F
C
CREATE A POSITIVE WORKPLACE CULTURE
In competitive marketsleaders are under increased pressure to maintain a positive work cultureA positive work culture cultivates greater employee satisfactiongreater employee satisfaction contributes to higher performancehigher performance impacts improved client outcomesimproved client outcomes contribute to service excellence
Positive work cultures are built over time and need constant attentionSuch cultures are dependent on leadership vision and values
An effective leader sets the tone for the teamencourages a positive workplace culture and is able to bring about cultural change
Workplace culture is made up of the shared attitudesbeliefsbehaviorsvalues and expectations that influence the way people work in the workplaceIt is the way we do things around here
Some cultural aspects are understood by all and are obvious such as turning up for wok on timewhile others may be unwritten rules that are not so obvious for example how personal issues are resolved with work colleagues
Many factors that influence whether a workplace has a positive outlook are within the control of people who work in a workplaceThere are also factors out of their controlsuch as slumps in global prices or a change in demand and supplyThe company canhowevercontrol how they respond to these factors
Those companies that do create positive workplace environments develop a reputation in their community as being ’good to work for’ and have a competitive edgeNot only are these companies more able to attract and retain peoplethey tend to be more stable as they proactively deal with issues and adapt to change
Teams work best when they are clear about what is expected of themThey are more able to deal with difficult issues if they feel the values of the organization are supportive of them
For a workplace culture to be positivethe direction and actions of the business must be consistent with the core values of the people in the workplaceThe people must trust each other and be able to openly express and exchange ideas
Working through these steps will help with developing a positive business culture
[判断题]
◆A positive work culture will give workers more satisfaction
[答案]T
◆Positive cultures have a lot to do with leadership vision and values
[答案]T
◆The direction and actions for the business must differ from the core values of the employees in order for a workplace culture to be positive
[答案]F
◆In competitive marketsleaders are under more and more pressure to keep a positive work culture
[答案]T
◆Positive work culture can be built in a short period of time
[答案]F
H
HABITS OF HIGHLY EFFECTIVE COMMUNICATORS
It’s no secret that good leaders are also good communicatorsIndeedcommunication and leadership are inextricably tiedHow can you galvanizeinspire or guide others if you don’t communicate in a clearcredible and authentic wayHere are 5essential communication practices of effective leaders：
1Mind the saydo gapTrust is the bedrock of effective leadershipyour behavior is your single greatest mode of communicationand it must be congruent with what you sayIf your actions don’t align with your wordsyou a restoring up trouble for the future
2Make the complex simpleEffective leaders distill complex thoughts and strategies into simplememorable terms that colleagues and customers can grasp and act uponThe most important thing is to clarify what you want to saylookout for technical jargon and avoid business speakwhich add complexitySay what you mean in as few words as possible
3Find your own voiceUse language that’s distinctly your ownlet your values come through in your communicationCorrect use of language and grammar are importantof coursebut don’t become overly fixated on eloquence for eloquence’s sakeconcentrate on being distinct and realPeople want realpeople respect realpeople follow real
4Be visibleVisibility is about letting your key stakeholders get a feel for who you are and what you care aboutDon’t hide behind a computer and only interact with people electronicallysee them face to face and voice to voiceand interact with them in a realsubstantial wayIn today’s environmentwhere people are often burned outit’s important for employees to have a personal connection with you and the work you believe inShow the people that work for you that you’re engaged and that you care about them and their work
5Listen with your eyes as well as your earsEffective communication is a twoway processand good leaders know how to ask good questionsand then listen with both their eyes and their earsBecause you are in a position of authorityothers maybe reluctant to express their real opinions to you directlyYou won’t always get direct feedbackso you need to also be able to read between the lines and look for the nonverbal cues
[判断题]
◆Communication and leadership don’t always go hand in hand
[答案]F
◆The saydo gap happens when people misunderstand their leader’s intention
[答案]F
◆Using technical jargon makes a leader convincing
[答案]F
◆Communicating sincerely is always the best
[答案]T
◆Observation is as important as communication when you want to know what people really think
[答案]T
I
In competitive marketsleaders are under increased pressure to maintain a positive work cultureA positive work culture cultivates greater employee satisfactiongreater employee satisfaction contributes to higher performancehigher performance impacts improved client outcomesimproved client outcomes contribute to service excellence
Positive work cultures are built overtime and need constant attentionSuch cultures are dependent on leadership vision and values
An effective leader sets the tone for the teamencourages a positive workplace culture an disable to bring about cultural change
Workplace culture is made up of the shared attitudesbeliefsbehaviorsvalues and expectations that influence the way people work in the workplaceIt isthe way we do things around here
Some cultural aspects are understood by all and are obvious such as turning up for wok on timewhile others maybeunwritten rulesthat are not so obvious for example how personal issues are resolved with work colleagues
Many factors that influence whether a workplace has a positive outlook are within the control of people who work in a workplaceThere are also factors out of their controlsuch as slumps in global prices or a change in demand and supplyThe company canhowevercontrol how they respond to these factors
Those companies that do create positive workplace environments develop a reputation in their community as being’ good to work for’ and have a competitive edgeNot only are these companies more able to attract and retain peoplethey tend to be more stable as they proactively deal with issues and adapt to change
Teams work best when they are clear about what is expected of themThey are more able to deal with difficult issues if they feel the values of the organization are
supportive of them
For a workplace culture to be positivethe direction and actions of the business must be consistent with the core values of the people in the workplaceThe people must trust each other and be able to openly express and exchange ideas
Working through these steps will help with developing a positive business culture
[判断题]
◆A positive work culture will give workers more satisfaction
[答案]T
◆Positive cultures have a lot to do with leadership vision and values
[答案]T
◆The direction and actions for the business must differ from the core values of the employees in order for a workplace culture to be positive
[答案]F
◆In competitive marketsleaders are under more and more pressure to keep a positive work culture
[答案]T
◆Positive work culture can be built in a short period of time
[答案]F
It’s important for a CEO to be passionate and enthusiasticbut there’s a line of professionalism that must always be maintained
According to a report from the technology website Venture BeatPayPal CEO David Marcus wrote a critical letter to his employees blaming them for not using PayPal products and encouraging them to leave if they didn’t have the passion to use the products they work for
According to the websitepart of the leaked letter reads
It’s been brought to my attention that when testing paying with mobile at Cafe 17 last weeksome of you refused to install the PayPal appand others didn’t even remember their PayPal passwordsThat’s unacceptable to meand the rest of my teameveryone at PayPal should use our products where availableThat’s the only way we can make them betterand better
In closingif you are one of the folks who refused to install the PayPal app or if you can’t remember your PayPal passworddo yourself a favorgo and find something that will connect with your heart and mind elsewhere
While not obvious at firstthe letter reveals a problem of morale and culture at PayPalAs an executiveyou certainly want your employees to use and promote your productsHoweverwhen faced with a situation where staff isn’t embracing what they makeyou need to investigate the root of the problemnot threaten
When faced with internal problemsgood executives start by asking whyThey reach out to their executive team first and then to the entire staff to find the root of a problem and how to fix itSending out a onesided note about the problem is not leadingit’s retreating
Leadership starts by listeningGood executives need to get out among the staff and ask questions and listen without judgment or reactionThe fact that company employees are not embracing and using its products is a failure of leadership that Marcus needs to address by selfreflectionAt the end of the dayif his employees have to be forced to use the apphow can he expect consumers to want to willingly pay to use it Marcus should have focused on three questions
Why are you not using the app
What is it that we can do to ensure you use our app
What do you need from me
[判断题]
◆A CEO only needs to be passionate and enthusiastic
[答案]F
◆It is not professional that PayPal CEO blames his employees not to use PayPal or forget PayPal passwords
[答案]T
◆A onesided note refers to the root of PayPal’s problem
[答案]F
◆When faced with internal problemsgood executives find the root of a problem in their executive team first
[答案]T
◆Good executives need to give feedback immediately when they are listening to the staff
[答案]F
It’s no secret that good leaders are also good communicatorsIndeedcommunication and leadership are inextricably tiedHow can you galvanizeinspire or guide others if you don’t communicate in a clearcredible and authentic wayHere are 5essential communication practices of effective leaders：
1Mind the saydo gapTrust is the bedrock of effective leadershipyour behavior is your single greatest mode of communicationand it must be congruent with what you sayIf your actions don’t align with your wordsyou a restoring up trouble for the future
2Make the complex simpleEffective leaders distill complex thoughts and strategies into simplememorable terms that colleagues and customers can grasp and act uponThe most important thing is to clarify what you want to saylookout for
technical jargon and avoid business speakwhich add complexitySay what you mean in as few words as possible
3Find your own voiceUse language that’s distinctly your ownlet your values come through in your communicationCorrect use of language and grammar are importantof coursebut don’t become overly fixated on eloquence for eloquence’s sakeconcentrate on being distinct and realPeople want realpeople respect realpeople follow real
4Be visibleVisibility is about letting your key stakeholders get a feel for who you are and what you care aboutDon’t hide behind a computer and only interact with people electronicallysee them face to face and voice to voiceand interact with them in a realsubstantial wayIn today’s environmentwhere people are often burned outit’s important for employees to have a personal connection with you and the work you believe inShow the people that work for you that you’re engaged and that you care about them and their work
5Listen with your eyes as well as your earsEffective communication is a twoway processand good leaders know how to ask good questionsand then listen with both their eyes and their earsBecause you are in a position of authorityothers maybe reluctant to express their real opinions to you directlyYou won’t always get direct feedbackso you need to also be able to read between the lines and look for the nonverbal cues
[判断题]
◆Communication and leadership don’t always go hand in hand
[答案]F
◆The saydo gap happens when people misunderstand their leader’s intention
[答案]F
◆Using technical jargon makes a leader convincing
[答案]F
◆Communicating sincerely is always the best
[答案]T
◆Observation is as important as communication when you want to know what people really think
[答案]T
N
Nokia executives attempted to explain its fall from the top of the smart phone pyramid with three factors(1) that Nokia was technically inferior to Apple(2) that the company was complacent and(3) that its leaders didn’t see the disruptive iPhone coming
It has also been argued that it was none of the aboveNokia lost the smart phone battle because of divergent shared fears among the company’s middle and top managers
which led to companywide inertia that left it powerless to respond to Apple’s game
Based on the findings of an indepth investigation and 76 interviews with top and middle managersengineers and external expertsthe researchers discovered a culture of fear due to temperamental leaders and that frightened middle managers were scared of telling the truth
The fear that froze the company came from two placesFirstthe company’s top managers had a terrifying reputationSome members of Nokia’s board and top management were described as extremely temperamental and they regularly shouted at peopleat the top of their lungsIt was very difficult to tell them things they didn’t want to hearSecondlytop managers were afraid of the external environment and not meeting their quarterly targetswhich also impacted how they treated middle managers
Top managers thus made middle managers afraid of disappointing themMiddle managers were told that they were not ambitious enough to meet top managers’ goals
Fearing the reactions of top managersmiddle managers remained silent or provided optimisticfiltered informationThusmiddle managers directly lied to top management
Worsea culture of status inside Nokia made everyone want to hold onto vested power for fear of resources being allocated elsewhere if they delivered bad news or showed that they were not bold or ambitious enough to undertake challenging assignments
Beyond verbal pressuretop managers also applied pressure for faster performance in personnel selectionThis led middle managers to over promise and under deliverOne middle manager told us that you can get resources by promising something earlieror promising a lotIt’s sales work
While modest fear might be healthy for motivationabusing it can be like overusing a drugwhich risks generating harmful side effectsTo reduce this riskleaders should coordinate with the varied emotions of the staffNokia’s top managers should have encouraged safe dialogueinternal coordination and feedback to understand the true emotion in the organization
[判断题]
◆Nokia lost the smart phone battle because its technology is not as good as that of Apple
[答案]F
◆Nokia’s middle managers were frank to tell the truthbut the top ones didn’t listen to them
[答案]F
◆Nokia’s top managers were too moody to hear anything good but harsh
[答案]T
◆Middle managers in Nokia delivered results more than they promised earlier
[答案]F
◆Nokia’s top managers should have had better conversation techniques to encourage internal coordination and truth
[答案]T
P
Performance management aims to acknowledge employee achievementssupport their personal and professional developmentand motivate and empower them to perform their work effectivelyPerformance management helps employees to develop their understandingknowledge and skills so that they can contribute to the achievement of the enterprise’s goals and gain personal and job satisfactionIt is a vital part of any quality human resource system
Every enterprise wants and should expect high performance from each employeeThe elements of a competencybased performance management system willif implemented wellenable high performance which will define enterprise and personal successUsing performance management processesan enterprise can be better placed to meet competitive challengesThis is done by
●identifying the critical positions
●determining the most important competencies for those positions
●providing the educationtraining and feedback required by employees
●holding each person accountable for their results
The key to the performance management process is ’performance appraisal’Performance appraisal is simply an evaluation of how well an employee performs his or her job compared to a set of predetermined standardsIt is a systematic process of feedback on an employee’s work performanceand agreement to future training plansjob goals and job aspirations
To be effectivea performance appraisal needs to have a set of agreed criteria that will be the basis of feedback as well as of setting future goalsUnits of competency provide a very effective tool for setting benchmarks or criteria for work performanceThe performance criteria within units of competency can be used as measures to assess against in a performance appraisal or review
[判断题]
◆Performance management is a very important part of any quality human resource system
[答案]T
◆The aim of performance management is to punish the unqualified employees
[答案]F
◆An enterprise can be better placed to meet competitive challenges by providing the educationtraining and feedback required by employeesfor example
[答案]T
◆Every enterprise can expect high performance from each employee
[答案]F
◆Performance management is also called performance appraisal
[答案]F
T
TIPS FOR TEAM BUILDING
When you think of team buildingdo you immediately picture your group off at a resort playing games or hanging from ropesTraditionallymany organizations approach team building in this way butthenthey wonder why that wonderful sense of teamwork that has been displayed at the retreat or the seminar fails to impact longterm beliefs and actions back at work
I’m not averse to retreatsplanning sessionsseminars and team building activitiesin fact I lead thembut they have to form part of a much larger teamwork effortYou will not build teamwork byretreatingas a group for a couple of days each yearinstead you need to think of team building as something you do every single day
Form teams to solve real work issues and to improve real work processesProvide training in systematic methods so the team expends its energy on the projectnot on trying to workout how to work together as a team to approach the problem
Hold department meetings to review projects and progressto obtain broad inputand to coordinate shared work processesIf there is friction between team membersexamine the work processes they mutually ownthe problem is not usually their personalities insteadit is often the fact that the team members haven’t agreed on how they will deliver a product or serviceor the steps required to get something done
●Build fun and shared occasions into the organization’s agendahold potluck lunchestake the team to a sporting eventsponsor dinner sat a local restaurantgo hiking or go to an amusement parkHold a monthly company meetingsponsor sports teams and encourage cheering team fans
●Use icebreakers and teamwork exercises at meetingsthese help team members get to know each othershare details about each other’s livesand have a laugh together
●Celebrate team successes publiclyThere are many ways you could do thisfor instance by buying everyone the same Tshirt or hatputting team member names in a draw for company merchandise and gift certificatesThe only thing limiting you is your imagination
If you do the types of teamwork building listed aboveyou’ll be amazed at the progress you will make in creating a teamwork culturea culture that enables individuals to contribute more than they ever thought possibletogether
[判断题]
◆Team building event is traditionally related to playing games at resort
[答案]T
◆The author claims that playing games together is as important as forming teams to solve real work issues and to improve real work processes for team building
[答案]F
◆Retreatin the first paragraph means withdrawal of troops after a defeat
[答案]F
◆Ice breaking motivates team members to compete with each other
[答案]F
◆A good teamwork culture enables individuals to make more efforts together
[答案]T
THE RIGHT WAY TO MOTIVATE EMPLOYEES
It’s important for a CEO to be passionate and enthusiasticbut there’s a line of professionalism that must always be maintained
According to a report from the technology website Venture BeatPayPal CEO David Marcus wrote a critical letter to his employees blaming them for not using PayPal products and encouraging them to leave if they didn’t have the passion to use the products they work for
According to the websitepart of the leaked letter reads
It’s been brought to my attention that when testing paying with mobile at Cafe 17 last weeksome of you refused to install the PayPal appand others didn’t even remember their PayPal passwordsThat’s unacceptable to meand the rest of my teameveryone at PayPal should use our products where availableThat’s the only way we can make them betterand better
In closingif you are one of the folks who refused to install the PayPal app or if you can’t remember your PayPal passworddo yourself a favorgo and find something that will connect with your heart and mind elsewhere
While not obvious at firstthe letter reveals a problem of morale and culture at PayPalAs an executiveyou certainly want your employees to use and promote your productsHoweverwhen faced with a situation where staff isn’t embracing what they makeyou need to investigate the root of the problemnot threaten
When faced with internal problemsgood executives start by asking whyThey reach out to their executive team first and then to the entire staff to find the root of a problem and how to fix itSending out a onesided note about the problem is not leadingit’s retreating
Leadership starts by listeningGood executives need to get out among the staff and ask questions and listen without judgment or reactionThe fact that company employees are not embracing and using its products is a failure of leadership that Marcus needs to address by selfreflectionAt the end of the dayif his employees have to be forced
to use the apphow can he expect consumers to want to willingly pay to use it Marcus should have focused on three questions
Why are you not using the app
What is it that we can do to ensure you use our app
What do you need from me
[判断题]
◆A CEO only needs to be passionate and enthusiastic
[答案]F
◆It is not professional that PayPal CEO blames his employees not to use PayPal or forget PayPal passwords
[答案]T
◆A onesided note refers to the root of PayPal’s problem
[答案]F
◆When faced with internal problemsgood executives find the root of a problem in their executive team first
[答案]T
◆Good executives need to give feedback immediately when they are listening to the staff
[答案]F
V
VISION AND EXECUTIONTWO SIDES OF A SUCCESSFUL STRATEGY
A strategic plan is not the end goal of the strategic planning processit is the framework for successfully implementing a strategyUntil a strategic plan is put into effectit has no real value
There are several keys to successful implementationFirstpeople directly involved in executing the strategy must be included in the planning processStrategic planning is no longer a topdown directiveWithout the input and feedback of the people responsible for executing on the strategya seemingly solid strategy is likely to fall apart when implementation is attempted
The next key to successful implementation is clearly communicating the strategy to the whole companyThe communication should ensure that everyone in the company understands and accepts the strategy as the best path forwardand not simply the leadership’s latest ideaWithout clear communicationemployees lack a sense of ownership and clarity of purposeWhen a strategy is not understood or embracedit usually results in misunderstanding and uneven commitments to implementation
Another key to the successful execution of a strategic plan is the clear and straightforward description of the plan and its operationsEven the most brilliant
strategy faces failure if it cannot be explained clearly and concisely
[判断题]
◆The final goal of the strategic planning process is a strategic plan
[答案]F
◆A strategic plan is valuable if it is executed
[答案]T
◆There are four keys to successful implementation
[答案]F
◆A good strategy is likely to fall apart if without the input and feedback of the people responsible for executing on the strategy
[答案]T
◆Leadership’s idea determines all
[答案]F
W
When Jack Welchthe Chairman and CEO at General Electric(GE) retired in 2001he could look back at a very successful careerHe became CEO in 1981 at the age of 45At that timeGE had a very complex organizational structure with considerably bureaucratic rules
One of his first changes was to initiate a strategy formulation process with the guideline that each of the businesses should be number lor2 in the irrespective areasIf this was not the casemanagers had the options of fixing the problemselling their particular businessor closing itIn an effort to streamline the organizationWelch removed the sector level and eliminated thousands of salaried and hourly employee positions
The restructuring was followed by changing the organizational culture and the managerial styles of GE’s managersOne such program was the WorkOut(群策群力) Groups of managers were assembled to share their views openly in threeday sessionsAt the beginning of the meetingsthe superior presented the challenges for his or her organizational unitThen the superior had to leaverequesting the groups to find solutions to the problemsFacilitators(会议持) helped these discussionsOn the last daythe superior was presented with proposed solutionsHe or she then had three choicesto accept the proposalnot to accept itor to collect more informationThis process put great pressure on the superior to make decisions
Another program to improve effectiveness and efficiency was Best PracticesThe aim was to learn from other companies how they obtained customer satisfactionhow they related to their suppliersand in what ways they developed new productsThis helped the GE people to focus on the processes in their operations that would improve the company’s performance
Jack Welch was personally involved in developing managers at GE’s training center
in CrotonvilleLeadersWelch suggestedare not only those who achieve results but also those who share the values of the company
[判断题]
◆Jack Welch retired at the age of 65
[答案]T
◆Jack Welch insisted that each of the businesses should beat least number 3in their respective area
[答案]F
◆If the business could not meet Welch’s change requirementsits manager had 3choices
[答案]T
◆The restructuring went before changing the organizational culture and the managerial styles of GE’s managers
[答案]T
◆The Work Outlasted a week
[答案]F
When you think of team buildingdo you immediately picture your group off at a resort playing games or hanging from ropesTraditionallymany organizations approach team building in this way butthenthey wonder why that wonderful sense of teamwork that has been displayed at the retreat or the seminar fails to impact longterm beliefs and actions back at work
I’m not averse to retreatsplanning sessionsseminars and team building activitiesin fact I lead thembut they have to form part of a much larger teamwork effortYou will not build teamwork byretreatingas a group for a couple of days each yearinstead you need to think of team building as something you do every single day
Form teams to solve real work issues and to improve real work processesProvide training in systematic methods so the team expends its energy on the projectnot on trying to workout how to work together as a team to approach the problem
Hold department meetings to review projects and progressto obtain broad inputand to coordinate shared work processesIf there is friction between team membersexamine the work processes they mutually ownthe problem is not usually their personalities insteadit is often the fact that the team members haven’t agreed on how they will deliver a product or serviceor the steps required to get something done
●Build fun and shared occasions into the organization’s agendahold potluck lunchestake the team to a sporting eventsponsor dinner sat a local restaurantgo hiking or go to an amusement parkHold a monthly company meetingsponsor sports teams and encourage cheering team fans
●Use icebreakers and teamwork exercises at meetingsthese help team members get to know each othershare details about each other’s livesand have a laugh together
●Celebrate team successes publiclyThere are many ways you could do thisfor instance by buying everyone the same Tshirt or hatputting team member names in a draw for company merchandise and gift certificatesThe only thing limiting you is your imagination
If you do the types of teamwork building listed aboveyou’ll be amazed at the progress you will make in creating a teamwork culturea culture that enables individuals to contribute more than they ever thought possibletogether
[判断题]
◆Team building event is traditionally related to playing games at resort
[答案]T
◆The author claims that playing games together is as important as forming teams to solve real work issues and to improve real work processes for team building
[答案]F
◆Retreatin the first paragraph means withdrawal of troops after a defeat
[答案]F
◆Ice breaking motivates team members to compete with each other
[答案]F
◆A good teamwork culture enables individuals to make more efforts together
[答案]T
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第三题 阅读理解判断题
说明：资料整理2023年4月适国开电科期末机考考试
A
A strategic plan is not the end goal of the strategic planning processit is the framework for successfully implementing a strategyUntil a strategic plan is put into effectit has no real value
There are several keys to successful implementationFirstpeople directly involved in executing the strategy must be included in the planning processStrategic planning is no longer a topdown directiveWithout the input and feedback of the people responsible for executing on the strategya seemingly solid strategy is likely to fall apart when implementation is attempted
The next key to successful implementation is clearly communicating the strategy to the whole companyThe communication should ensure that everyone in the company understands and accepts the strategy as the best path forwardand not simply the leadership’s latest ideaWithout clear communicationemployees lack a sense of ownership and clarity of purposeWhen a strategy is not understood or embracedit usually results in misunderstanding and uneven commitments to implementation
Another key to the successful execution of a strategic plan is the clear and straightforward description of the plan and its operationsEven the most brilliant strategy faces failure if it cannot be explained clearly and concisely
[判断题]
◆The final goal of the strategic planning process is a strategic plan
[答案]F
◆A strategic plan is valuable if it is executed
[答案]T
◆There are four keys to successful implementation
[答案]F
◆A good strategy is likely to fall apart if without the input and feedback of the people responsible for executing on the strategy
[答案]T
◆Leadership’s idea determines all
[答案]F
C
CREATE A POSITIVE WORKPLACE CULTURE
In competitive marketsleaders are under increased pressure to maintain a positive work cultureA positive work culture cultivates greater employee satisfactiongreater employee satisfaction contributes to higher performancehigher performance impacts improved client outcomesimproved client outcomes contribute to service excellence
Positive work cultures are built over time and need constant attentionSuch cultures are dependent on leadership vision and values
An effective leader sets the tone for the teamencourages a positive workplace culture and is able to bring about cultural change
Workplace culture is made up of the shared attitudesbeliefsbehaviorsvalues and expectations that influence the way people work in the workplaceIt is the way we do things around here
Some cultural aspects are understood by all and are obvious such as turning up for wok on timewhile others may be unwritten rules that are not so obvious for example how personal issues are resolved with work colleagues
Many factors that influence whether a workplace has a positive outlook are within the control of people who work in a workplaceThere are also factors out of their controlsuch as slumps in global prices or a change in demand and supplyThe company canhowevercontrol how they respond to these factors
Those companies that do create positive workplace environments develop a reputation in their community as being ’good to work for’ and have a competitive edgeNot only are these companies more able to attract and retain peoplethey tend to be more stable as they proactively deal with issues and adapt to change
Teams work best when they are clear about what is expected of themThey are more able to deal with difficult issues if they feel the values of the organization are supportive of them
For a workplace culture to be positivethe direction and actions of the business must be consistent with the core values of the people in the workplaceThe people must trust each other and be able to openly express and exchange ideas
Working through these steps will help with developing a positive business culture
[判断题]
◆A positive work culture will give workers more satisfaction
[答案]T
◆Positive cultures have a lot to do with leadership vision and values
[答案]T
◆The direction and actions for the business must differ from the core values of the employees in order for a workplace culture to be positive
[答案]F
◆In competitive marketsleaders are under more and more pressure to keep a positive work culture
[答案]T
◆Positive work culture can be built in a short period of time
[答案]F
H
HABITS OF HIGHLY EFFECTIVE COMMUNICATORS
It’s no secret that good leaders are also good communicatorsIndeedcommunication and leadership are inextricably tiedHow can you galvanizeinspire or guide others if you don’t communicate in a clearcredible and authentic wayHere are 5essential communication practices of effective leaders：
1Mind the saydo gapTrust is the bedrock of effective leadershipyour behavior is your single greatest mode of communicationand it must be congruent with what you sayIf your actions don’t align with your wordsyou a restoring up trouble for the future
2Make the complex simpleEffective leaders distill complex thoughts and strategies into simplememorable terms that colleagues and customers can grasp and act uponThe most important thing is to clarify what you want to saylookout for technical jargon and avoid business speakwhich add complexitySay what you mean in as few words as possible
3Find your own voiceUse language that’s distinctly your ownlet your values come through in your communicationCorrect use of language and grammar are importantof coursebut don’t become overly fixated on eloquence for eloquence’s sakeconcentrate on being distinct and realPeople want realpeople respect realpeople follow real
4Be visibleVisibility is about letting your key stakeholders get a feel for who you are and what you care aboutDon’t hide behind a computer and only interact with people electronicallysee them face to face and voice to voiceand interact with them in a realsubstantial wayIn today’s environmentwhere people are often burned outit’s important for employees to have a personal connection with you and the work you believe inShow the people that work for you that you’re engaged and that you care about them and their work
5Listen with your eyes as well as your earsEffective communication is a twoway processand good leaders know how to ask good questionsand then listen with both their eyes and their earsBecause you are in a position of authorityothers maybe reluctant to express their real opinions to you directlyYou won’t always get direct feedbackso you need to also be able to read between the lines and look for the nonverbal cues
[判断题]
◆Communication and leadership don’t always go hand in hand
[答案]F
◆The saydo gap happens when people misunderstand their leader’s intention
[答案]F
◆Using technical jargon makes a leader convincing
[答案]F
◆Communicating sincerely is always the best
[答案]T
◆Observation is as important as communication when you want to know what people really think
[答案]T
I
In competitive marketsleaders are under increased pressure to maintain a positive work cultureA positive work culture cultivates greater employee satisfactiongreater employee satisfaction contributes to higher performancehigher performance impacts improved client outcomesimproved client outcomes contribute to service excellence
Positive work cultures are built overtime and need constant attentionSuch cultures are dependent on leadership vision and values
An effective leader sets the tone for the teamencourages a positive workplace culture an disable to bring about cultural change
Workplace culture is made up of the shared attitudesbeliefsbehaviorsvalues and expectations that influence the way people work in the workplaceIt isthe way we do things around here
Some cultural aspects are understood by all and are obvious such as turning up for wok on timewhile others maybeunwritten rulesthat are not so obvious for example how personal issues are resolved with work colleagues
Many factors that influence whether a workplace has a positive outlook are within the control of people who work in a workplaceThere are also factors out of their controlsuch as slumps in global prices or a change in demand and supplyThe company canhowevercontrol how they respond to these factors
Those companies that do create positive workplace environments develop a reputation in their community as being’ good to work for’ and have a competitive edgeNot only are these companies more able to attract and retain peoplethey tend to be more stable as they proactively deal with issues and adapt to change
Teams work best when they are clear about what is expected of themThey are more able to deal with difficult issues if they feel the values of the organization are
supportive of them
For a workplace culture to be positivethe direction and actions of the business must be consistent with the core values of the people in the workplaceThe people must trust each other and be able to openly express and exchange ideas
Working through these steps will help with developing a positive business culture
[判断题]
◆A positive work culture will give workers more satisfaction
[答案]T
◆Positive cultures have a lot to do with leadership vision and values
[答案]T
◆The direction and actions for the business must differ from the core values of the employees in order for a workplace culture to be positive
[答案]F
◆In competitive marketsleaders are under more and more pressure to keep a positive work culture
[答案]T
◆Positive work culture can be built in a short period of time
[答案]F
It’s important for a CEO to be passionate and enthusiasticbut there’s a line of professionalism that must always be maintained
According to a report from the technology website Venture BeatPayPal CEO David Marcus wrote a critical letter to his employees blaming them for not using PayPal products and encouraging them to leave if they didn’t have the passion to use the products they work for
According to the websitepart of the leaked letter reads
It’s been brought to my attention that when testing paying with mobile at Cafe 17 last weeksome of you refused to install the PayPal appand others didn’t even remember their PayPal passwordsThat’s unacceptable to meand the rest of my teameveryone at PayPal should use our products where availableThat’s the only way we can make them betterand better
In closingif you are one of the folks who refused to install the PayPal app or if you can’t remember your PayPal passworddo yourself a favorgo and find something that will connect with your heart and mind elsewhere
While not obvious at firstthe letter reveals a problem of morale and culture at PayPalAs an executiveyou certainly want your employees to use and promote your productsHoweverwhen faced with a situation where staff isn’t embracing what they makeyou need to investigate the root of the problemnot threaten
When faced with internal problemsgood executives start by asking whyThey reach out to their executive team first and then to the entire staff to find the root of a problem and how to fix itSending out a onesided note about the problem is not leadingit’s retreating
Leadership starts by listeningGood executives need to get out among the staff and ask questions and listen without judgment or reactionThe fact that company employees are not embracing and using its products is a failure of leadership that Marcus needs to address by selfreflectionAt the end of the dayif his employees have to be forced to use the apphow can he expect consumers to want to willingly pay to use it Marcus should have focused on three questions
Why are you not using the app
What is it that we can do to ensure you use our app
What do you need from me
[判断题]
◆A CEO only needs to be passionate and enthusiastic
[答案]F
◆It is not professional that PayPal CEO blames his employees not to use PayPal or forget PayPal passwords
[答案]T
◆A onesided note refers to the root of PayPal’s problem
[答案]F
◆When faced with internal problemsgood executives find the root of a problem in their executive team first
[答案]T
◆Good executives need to give feedback immediately when they are listening to the staff
[答案]F
It’s no secret that good leaders are also good communicatorsIndeedcommunication and leadership are inextricably tiedHow can you galvanizeinspire or guide others if you don’t communicate in a clearcredible and authentic wayHere are 5essential communication practices of effective leaders：
1Mind the saydo gapTrust is the bedrock of effective leadershipyour behavior is your single greatest mode of communicationand it must be congruent with what you sayIf your actions don’t align with your wordsyou a restoring up trouble for the future
2Make the complex simpleEffective leaders distill complex thoughts and strategies into simplememorable terms that colleagues and customers can grasp and act uponThe most important thing is to clarify what you want to saylookout for
technical jargon and avoid business speakwhich add complexitySay what you mean in as few words as possible
3Find your own voiceUse language that’s distinctly your ownlet your values come through in your communicationCorrect use of language and grammar are importantof coursebut don’t become overly fixated on eloquence for eloquence’s sakeconcentrate on being distinct and realPeople want realpeople respect realpeople follow real
4Be visibleVisibility is about letting your key stakeholders get a feel for who you are and what you care aboutDon’t hide behind a computer and only interact with people electronicallysee them face to face and voice to voiceand interact with them in a realsubstantial wayIn today’s environmentwhere people are often burned outit’s important for employees to have a personal connection with you and the work you believe inShow the people that work for you that you’re engaged and that you care about them and their work
5Listen with your eyes as well as your earsEffective communication is a twoway processand good leaders know how to ask good questionsand then listen with both their eyes and their earsBecause you are in a position of authorityothers maybe reluctant to express their real opinions to you directlyYou won’t always get direct feedbackso you need to also be able to read between the lines and look for the nonverbal cues
[判断题]
◆Communication and leadership don’t always go hand in hand
[答案]F
◆The saydo gap happens when people misunderstand their leader’s intention
[答案]F
◆Using technical jargon makes a leader convincing
[答案]F
◆Communicating sincerely is always the best
[答案]T
◆Observation is as important as communication when you want to know what people really think
[答案]T
N
Nokia executives attempted to explain its fall from the top of the smart phone pyramid with three factors(1) that Nokia was technically inferior to Apple(2) that the company was complacent and(3) that its leaders didn’t see the disruptive iPhone coming
It has also been argued that it was none of the aboveNokia lost the smart phone battle because of divergent shared fears among the company’s middle and top managers
which led to companywide inertia that left it powerless to respond to Apple’s game
Based on the findings of an indepth investigation and 76 interviews with top and middle managersengineers and external expertsthe researchers discovered a culture of fear due to temperamental leaders and that frightened middle managers were scared of telling the truth
The fear that froze the company came from two placesFirstthe company’s top managers had a terrifying reputationSome members of Nokia’s board and top management were described as extremely temperamental and they regularly shouted at peopleat the top of their lungsIt was very difficult to tell them things they didn’t want to hearSecondlytop managers were afraid of the external environment and not meeting their quarterly targetswhich also impacted how they treated middle managers
Top managers thus made middle managers afraid of disappointing themMiddle managers were told that they were not ambitious enough to meet top managers’ goals
Fearing the reactions of top managersmiddle managers remained silent or provided optimisticfiltered informationThusmiddle managers directly lied to top management
Worsea culture of status inside Nokia made everyone want to hold onto vested power for fear of resources being allocated elsewhere if they delivered bad news or showed that they were not bold or ambitious enough to undertake challenging assignments
Beyond verbal pressuretop managers also applied pressure for faster performance in personnel selectionThis led middle managers to over promise and under deliverOne middle manager told us that you can get resources by promising something earlieror promising a lotIt’s sales work
While modest fear might be healthy for motivationabusing it can be like overusing a drugwhich risks generating harmful side effectsTo reduce this riskleaders should coordinate with the varied emotions of the staffNokia’s top managers should have encouraged safe dialogueinternal coordination and feedback to understand the true emotion in the organization
[判断题]
◆Nokia lost the smart phone battle because its technology is not as good as that of Apple
[答案]F
◆Nokia’s middle managers were frank to tell the truthbut the top ones didn’t listen to them
[答案]F
◆Nokia’s top managers were too moody to hear anything good but harsh
[答案]T
◆Middle managers in Nokia delivered results more than they promised earlier
[答案]F
◆Nokia’s top managers should have had better conversation techniques to encourage internal coordination and truth
[答案]T
P
Performance management aims to acknowledge employee achievementssupport their personal and professional developmentand motivate and empower them to perform their work effectivelyPerformance management helps employees to develop their understandingknowledge and skills so that they can contribute to the achievement of the enterprise’s goals and gain personal and job satisfactionIt is a vital part of any quality human resource system
Every enterprise wants and should expect high performance from each employeeThe elements of a competencybased performance management system willif implemented wellenable high performance which will define enterprise and personal successUsing performance management processesan enterprise can be better placed to meet competitive challengesThis is done by
●identifying the critical positions
●determining the most important competencies for those positions
●providing the educationtraining and feedback required by employees
●holding each person accountable for their results
The key to the performance management process is ’performance appraisal’Performance appraisal is simply an evaluation of how well an employee performs his or her job compared to a set of predetermined standardsIt is a systematic process of feedback on an employee’s work performanceand agreement to future training plansjob goals and job aspirations
To be effectivea performance appraisal needs to have a set of agreed criteria that will be the basis of feedback as well as of setting future goalsUnits of competency provide a very effective tool for setting benchmarks or criteria for work performanceThe performance criteria within units of competency can be used as measures to assess against in a performance appraisal or review
[判断题]
◆Performance management is a very important part of any quality human resource system
[答案]T
◆The aim of performance management is to punish the unqualified employees
[答案]F
◆An enterprise can be better placed to meet competitive challenges by providing the educationtraining and feedback required by employeesfor example
[答案]T
◆Every enterprise can expect high performance from each employee
[答案]F
◆Performance management is also called performance appraisal
[答案]F
T
TIPS FOR TEAM BUILDING
When you think of team buildingdo you immediately picture your group off at a resort playing games or hanging from ropesTraditionallymany organizations approach team building in this way butthenthey wonder why that wonderful sense of teamwork that has been displayed at the retreat or the seminar fails to impact longterm beliefs and actions back at work
I’m not averse to retreatsplanning sessionsseminars and team building activitiesin fact I lead thembut they have to form part of a much larger teamwork effortYou will not build teamwork byretreatingas a group for a couple of days each yearinstead you need to think of team building as something you do every single day
Form teams to solve real work issues and to improve real work processesProvide training in systematic methods so the team expends its energy on the projectnot on trying to workout how to work together as a team to approach the problem
Hold department meetings to review projects and progressto obtain broad inputand to coordinate shared work processesIf there is friction between team membersexamine the work processes they mutually ownthe problem is not usually their personalities insteadit is often the fact that the team members haven’t agreed on how they will deliver a product or serviceor the steps required to get something done
●Build fun and shared occasions into the organization’s agendahold potluck lunchestake the team to a sporting eventsponsor dinner sat a local restaurantgo hiking or go to an amusement parkHold a monthly company meetingsponsor sports teams and encourage cheering team fans
●Use icebreakers and teamwork exercises at meetingsthese help team members get to know each othershare details about each other’s livesand have a laugh together
●Celebrate team successes publiclyThere are many ways you could do thisfor instance by buying everyone the same Tshirt or hatputting team member names in a draw for company merchandise and gift certificatesThe only thing limiting you is your imagination
If you do the types of teamwork building listed aboveyou’ll be amazed at the progress you will make in creating a teamwork culturea culture that enables individuals to contribute more than they ever thought possibletogether
[判断题]
◆Team building event is traditionally related to playing games at resort
[答案]T
◆The author claims that playing games together is as important as forming teams to solve real work issues and to improve real work processes for team building
[答案]F
◆Retreatin the first paragraph means withdrawal of troops after a defeat
[答案]F
◆Ice breaking motivates team members to compete with each other
[答案]F
◆A good teamwork culture enables individuals to make more efforts together
[答案]T
THE RIGHT WAY TO MOTIVATE EMPLOYEES
It’s important for a CEO to be passionate and enthusiasticbut there’s a line of professionalism that must always be maintained
According to a report from the technology website Venture BeatPayPal CEO David Marcus wrote a critical letter to his employees blaming them for not using PayPal products and encouraging them to leave if they didn’t have the passion to use the products they work for
According to the websitepart of the leaked letter reads
It’s been brought to my attention that when testing paying with mobile at Cafe 17 last weeksome of you refused to install the PayPal appand others didn’t even remember their PayPal passwordsThat’s unacceptable to meand the rest of my teameveryone at PayPal should use our products where availableThat’s the only way we can make them betterand better
In closingif you are one of the folks who refused to install the PayPal app or if you can’t remember your PayPal passworddo yourself a favorgo and find something that will connect with your heart and mind elsewhere
While not obvious at firstthe letter reveals a problem of morale and culture at PayPalAs an executiveyou certainly want your employees to use and promote your productsHoweverwhen faced with a situation where staff isn’t embracing what they makeyou need to investigate the root of the problemnot threaten
When faced with internal problemsgood executives start by asking whyThey reach out to their executive team first and then to the entire staff to find the root of a problem and how to fix itSending out a onesided note about the problem is not leadingit’s retreating
Leadership starts by listeningGood executives need to get out among the staff and ask questions and listen without judgment or reactionThe fact that company employees are not embracing and using its products is a failure of leadership that Marcus needs to address by selfreflectionAt the end of the dayif his employees have to be forced
to use the apphow can he expect consumers to want to willingly pay to use it Marcus should have focused on three questions
Why are you not using the app
What is it that we can do to ensure you use our app
What do you need from me
[判断题]
◆A CEO only needs to be passionate and enthusiastic
[答案]F
◆It is not professional that PayPal CEO blames his employees not to use PayPal or forget PayPal passwords
[答案]T
◆A onesided note refers to the root of PayPal’s problem
[答案]F
◆When faced with internal problemsgood executives find the root of a problem in their executive team first
[答案]T
◆Good executives need to give feedback immediately when they are listening to the staff
[答案]F
V
VISION AND EXECUTIONTWO SIDES OF A SUCCESSFUL STRATEGY
A strategic plan is not the end goal of the strategic planning processit is the framework for successfully implementing a strategyUntil a strategic plan is put into effectit has no real value
There are several keys to successful implementationFirstpeople directly involved in executing the strategy must be included in the planning processStrategic planning is no longer a topdown directiveWithout the input and feedback of the people responsible for executing on the strategya seemingly solid strategy is likely to fall apart when implementation is attempted
The next key to successful implementation is clearly communicating the strategy to the whole companyThe communication should ensure that everyone in the company understands and accepts the strategy as the best path forwardand not simply the leadership’s latest ideaWithout clear communicationemployees lack a sense of ownership and clarity of purposeWhen a strategy is not understood or embracedit usually results in misunderstanding and uneven commitments to implementation
Another key to the successful execution of a strategic plan is the clear and straightforward description of the plan and its operationsEven the most brilliant
strategy faces failure if it cannot be explained clearly and concisely
[判断题]
◆The final goal of the strategic planning process is a strategic plan
[答案]F
◆A strategic plan is valuable if it is executed
[答案]T
◆There are four keys to successful implementation
[答案]F
◆A good strategy is likely to fall apart if without the input and feedback of the people responsible for executing on the strategy
[答案]T
◆Leadership’s idea determines all
[答案]F
W
When Jack Welchthe Chairman and CEO at General Electric(GE) retired in 2001he could look back at a very successful careerHe became CEO in 1981 at the age of 45At that timeGE had a very complex organizational structure with considerably bureaucratic rules
One of his first changes was to initiate a strategy formulation process with the guideline that each of the businesses should be number lor2 in the irrespective areasIf this was not the casemanagers had the options of fixing the problemselling their particular businessor closing itIn an effort to streamline the organizationWelch removed the sector level and eliminated thousands of salaried and hourly employee positions
The restructuring was followed by changing the organizational culture and the managerial styles of GE’s managersOne such program was the WorkOut(群策群力) Groups of managers were assembled to share their views openly in threeday sessionsAt the beginning of the meetingsthe superior presented the challenges for his or her organizational unitThen the superior had to leaverequesting the groups to find solutions to the problemsFacilitators(会议持) helped these discussionsOn the last daythe superior was presented with proposed solutionsHe or she then had three choicesto accept the proposalnot to accept itor to collect more informationThis process put great pressure on the superior to make decisions
Another program to improve effectiveness and efficiency was Best PracticesThe aim was to learn from other companies how they obtained customer satisfactionhow they related to their suppliersand in what ways they developed new productsThis helped the GE people to focus on the processes in their operations that would improve the company’s performance
Jack Welch was personally involved in developing managers at GE’s training center
in CrotonvilleLeadersWelch suggestedare not only those who achieve results but also those who share the values of the company
[判断题]
◆Jack Welch retired at the age of 65
[答案]T
◆Jack Welch insisted that each of the businesses should beat least number 3in their respective area
[答案]F
◆If the business could not meet Welch’s change requirementsits manager had 3choices
[答案]T
◆The restructuring went before changing the organizational culture and the managerial styles of GE’s managers
[答案]T
◆The Work Outlasted a week
[答案]F
When you think of team buildingdo you immediately picture your group off at a resort playing games or hanging from ropesTraditionallymany organizations approach team building in this way butthenthey wonder why that wonderful sense of teamwork that has been displayed at the retreat or the seminar fails to impact longterm beliefs and actions back at work
I’m not averse to retreatsplanning sessionsseminars and team building activitiesin fact I lead thembut they have to form part of a much larger teamwork effortYou will not build teamwork byretreatingas a group for a couple of days each yearinstead you need to think of team building as something you do every single day
Form teams to solve real work issues and to improve real work processesProvide training in systematic methods so the team expends its energy on the projectnot on trying to workout how to work together as a team to approach the problem
Hold department meetings to review projects and progressto obtain broad inputand to coordinate shared work processesIf there is friction between team membersexamine the work processes they mutually ownthe problem is not usually their personalities insteadit is often the fact that the team members haven’t agreed on how they will deliver a product or serviceor the steps required to get something done
●Build fun and shared occasions into the organization’s agendahold potluck lunchestake the team to a sporting eventsponsor dinner sat a local restaurantgo hiking or go to an amusement parkHold a monthly company meetingsponsor sports teams and encourage cheering team fans
●Use icebreakers and teamwork exercises at meetingsthese help team members get to know each othershare details about each other’s livesand have a laugh together
●Celebrate team successes publiclyThere are many ways you could do thisfor instance by buying everyone the same Tshirt or hatputting team member names in a draw for company merchandise and gift certificatesThe only thing limiting you is your imagination
If you do the types of teamwork building listed aboveyou’ll be amazed at the progress you will make in creating a teamwork culturea culture that enables individuals to contribute more than they ever thought possibletogether
[判断题]
◆Team building event is traditionally related to playing games at resort
[答案]T
◆The author claims that playing games together is as important as forming teams to solve real work issues and to improve real work processes for team building
[答案]F
◆Retreatin the first paragraph means withdrawal of troops after a defeat
[答案]F
◆Ice breaking motivates team members to compete with each other
[答案]F
◆A good teamwork culture enables individuals to make more efforts together
[答案]T
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