Developing Management Skills, 8e (Whetten/Cameron) Chapter 3 Solving Problems Analytically and Creatively 1) A good problem definition includes differentiating

factual information from speculative information. Answer: TRUE 2) When defining the problem, top priority should be placed on identifying all the underlying symptoms of the problem. Answer: FALSE 3) A common problem in managerial decision making is that alternative solutions to problems are evaluated as they are proposed. Answer: TRUE 4) Your team at work has been specifying solutions that are consistent with the goals of the organization and has been building on each other's ideas. Your team is effectively generating alternatives. Answer: TRUE 5) Susan states, "Well, I think this solution will work for now." Susan violated an important guideline for effectively evaluating alternative solutions to problems. Answer: TRUE 6) When evaluating alternatives, one should be concerned about meeting organizational goals. Answer: TRUE 7) Involving others in implementing the solution to a problem will increase support of and decrease resistance to the solution. Answer: TRUE 8) Implementation of a solution to a problem should include opportunities for feedback. Answer: TRUE 9) The analytical problem-solving model would be the most appropriate approach in determining why employee morale has declined in an organization. Answer: FALSE 10) The analytical problem-solving model works best when the problem faced is complex and ambiguous. Answer: FALSE 11) According to the authors of the text, one reason why most people have difficulty solving
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problems creatively is because they think of creativity simply as generating new ideas. Answer: TRUE 12) Conceptual blocks are mental obstacles that constrain the way problems are defined and that limit the number of alternative solutions thought to be relevant. Answer: TRUE 13) Improving on what already exists and systematically developing alternatives is a creative problem-solving approach that Jeff DeGraff would call "Improvement." Answer: TRUE 14) Breakthroughs, out-of-the-box thinking, and radical thinking would be a type of creative problem solving that can be called "Imagination." Answer: TRUE 15) "Incubation" creative problem solving, according to the DeGraff model cited in the text, would be the pursuit of rapid goal achievement and achieving results faster than others. Answer: FALSE 16) Examples of the conceptual block of constancy include lateral thinking and only one thinking language. Answer: FALSE 17) An example of not getting stuck on one problem definition was Alexander Graham Bell's invention of the telephone. Answer: TRUE 18) If you define a current problem in terms of problems you have faced in the past, you are demonstrating the conceptual block of stereotyping. Answer: TRUE 19) Finding commonalities among two things is a good way to overcome a conceptual block in problem solving. Answer: TRUE 20) Making inappropriate assumptions that inhibit problem solutions is an example of the conceptual block of compression. Answer: TRUE 21) Having failed every traditional 3M test for adhesives, the potential of Spence Silver's unsticky glue was initially viewed as a "useless configuration of chemicals" due to traditional assumptions. To combat the conceptual block of commitment, unconventional applications, such as a better bookmark and scratch paper, had to be visualized.
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Answer: FALSE 22) Your computer programming boss stares out the window with his feet up for at least an hour every day. Most people think he is not working. This is an example of the conceptual block of bias against thinking. Answer: TRUE 23) An individual who is apt to be organized, planned, and precise is an ambidextrous thinker. Answer: FALSE 24) One major difference between effective, creative problem solvers and other people is that creative problem solvers are less constrained in both defining the problem and developing solutions. Answer: TRUE

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25) The stage of creative problem solving that is defined by mostly unconscious mental activity in which the mind combines unrelated thoughts in pursuit of a solution is the illumination stage. Answer: FALSE 26) Thinking contradictory thoughts at the same time relates to reversing the definition of a problem. Answer: TRUE 27) As a supervisor, you comment, "I wish all employees would work without supervision." This is an example of a symbolic analogy. Answer: FALSE 28) Brainstorming is only effective when it occurs in a group setting. Answer: FALSE 29) You are asked to list all the possible uses for a Ping-Pong ball. After making the list, by using the technique of subdivision, you should be able to determine many more alternative uses for the Ping-Pong ball. Answer: TRUE 30) Particularistic cultures have more of a tendency toward creative solution finding. Answer: TRUE 31) The outcome is predictable, you have sufficient information, and the means-ends connections are clear. You should utilize a creative problem-solving approach. Answer: TRUE 32) The principle of compression is a key technique to unlocking an individual's creative potential. Answer: FALSE 33) One way for a manager to foster creativity would be to pull an individual apart from others and give him space to work alone on a problem or idea. Answer: TRUE 34) The rule breaker is an important role for a manager to assign to foster creativity. Answer: TRUE 35) This problem-solving style occurs less frequently but often separates career successes from career failures. What does this problem-solving style focus on? A) Analytical problem solving B) Creative problem solving
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C) Managerial problem solving D) Strategic thinking Answer: B 36) What is the natural tendency of people in resolving problems? A) Select the first reasonable solution that comes to mind B) Select the first reasonable problem that comes to mind C) Select the best solution after evaluating all the alternatives D) None of the answer choices are correct. Answer: A 37) A manager of a shipping department was concerned about an order that a customer reported as several weeks late. To define the problem, the manager asked an employee in the shipping department why the order had not arrived. The employee said, "Someone probably made a mistake on the address. That would be my guess." Thus, the manager asked the employee to reship the order. What characteristic of good problem definition is most violated by this manager? A) The problem factual information should be differentiated from opinion or speculation. B) The problem should be stated explicitly. C) The problem definition should be different than a disguised solution. D) The problem definition should be written down. Answer: A 38) Your team has experienced an increase in absenteeism in the past six weeks. In the meeting to define the problem, George recommends that personal leave days be abolished. The group ignores that suggestion but instead decides to fire all employees who are absent starting Monday. What went wrong in the decision-making process? A) The first acceptable solution was accepted. B) The problem was stated as part of the solution. C) The problem was stated too explicitly. D) The information about the problem was based on speculation. Answer: B 39) Which is best when generating alternatives? A) Evaluate the alternatives as they are proposed; this saves time. B) Focus on the short term; bad decisions in the short term means there is no long term to worry about. C) Evaluate the alternatives after all alternatives have been proposed. D) Separate alternatives from one another. Answer: C

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40) The problem is that sales are low. The sales manager accepted responsibility and said it was his fault that sales were low. Thus, he proposed offering rebates next month to stimulate sales. Rebates have never been offered in the company before, and the impact rebates may have on sales in the future is unknown. Other alternatives have been offered. Should this rebate idea be implemented as-is? A) Yes B) No, it hasn't been determined whose problem this is. C) No, the idea has only come from one person. D) No, long-term consequences have not been considered. Answer: D 41) Your group has agreed to do a skit as part of its presentation to the class. Bob believes a "Baywatch" skit with everyone wearing swimsuits would liven up the presentation. Someone in the group remarked, "What a stupid idea!" What step in the analytical problem-solving method is violated by this response? A) Define the problem B) Generate alternative solutions C) Evaluate and select an alternative D) Implement and follow up Answer: B 42) Your group has a presentation to the class in two weeks. Moe believes that the presentation should be similar to a presentation he gave in his Marketing class last semester. Curly wants it to be similar to his Finance presentation that his group gave earlier this month. Larry believes that the presentation should be like the first group, after all they received an A. You think, what a bunch of stooges. Which guideline did your group violate in regard to the analytical problemsolving model? A) Problems should not be defined in terms of solutions. B) Limited information should be given about each alternative. C) The first acceptable alternative should not be accepted right away. D) Alternatives should not be based on what was successful in the past. Answer: D 43) Your boss remarks to you that "decision making is concerned with the discovery and selection of satisfactory alternatives." What would be the best response to your boss? A) "No, I believe decision making is concerned with proper problem definition." B) "No, I believe decision making is concerned with the generation of alternatives." C) "No, I believe decision making is concerned with the discovery and selection of optimal alternatives." D) "Yes, I agree." Answer: C 44) In evaluating alternatives, individuals should make sure that alternatives are judged in terms of (1) their probable effects, (2) whether individuals involved will accept the alternative, and (3) the consistency with policies of the organization. Which points are correct?

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A) All three points are correct. B) Points 1 and 2 are correct. C) Points 1 and 3 are correct. D) Points 2 and 3 are correct. Answer: A 45) Which should you do when evaluating alternatives? A) Evaluate alternatives relative to a satisfactory standard B) Evaluate alternatives in an unstructured and creative manner C) Evaluate alternatives based on what will work D) Evaluate alternatives in terms of individual preferences and organizational goals Answer: D 46) What is accomplished by implementing a solution incrementally? A) Decreases resistance by others to the solution B) Increases the overall or total costs C) Creates support with only a few people at a time D) Helps give people a break during implementation Answer: A 47) Which attributes should be included in effective implementation of a solution and follow up on the implementation? A) Setting up an optimal standard for evaluation of alternatives B) Creating alternatives that are consistent with organizational goals C) Evaluating alternatives systematically D) Providing a process that includes opportunities for feedback Answer: D 48) If you are replacing the copier in the office, which problem-solving style would be most appropriate? A) Analytical problem solving B) Creative problem solving C) Neither analytical nor creative problem solving Answer: A 49) In fulfilling President Kennedy's challenge to send a man to the moon and bring him back safely by the end of the decade, which problem-solving model was probably utilized? A) Creative problem solving B) Analytical problem solving C) Neither of the above answer choices is correct. Answer: A 50) When relevant information is available, when a clear standard exists to assess the correctness of a solution, and the problem is straightforward, which decision model should be used? A) Analytical problem solving B) Creative problem solving C) Neither the analytical nor creative problem-solving model D) Both the analytical and creative problem-solving models Answer: A 51) You have a problem that is both complex and very ambiguous. In looking for a creative solution, what would be best for you to do?
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A) Think simply about generating alternatives. B) Clearly define the problem. C) Consider multiple approaches to creativity. D) Assign one person to work alone and solve the problem. Answer: C 52) Which type of creativity focuses on fast, competitive responses to problems? A) Imagination B) Improvement C) Investment D) Incubation Answer: C 53) Which type of creativity focuses on new, revolutionary solutions to problems? A) Imagination B) Improvement C) Investment D) Incubation Answer: A 54) Which type of creativity emphasizes developmental and deliberate responses to problems? A) Imagination B) Investment C) Incubation Answer: C

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55) Which is the most appropriate approach to creativity when incremental changes and tightening up processes are necessary? A) Imagination B) Improvement C) Investment D) Incubation Answer: B 56) Which is the most appropriate approach to creativity when collective effort and involvement of others is important? A) Imagination B) Improvement C) Investment D) Incubation Answer: D 57) You have a problem that is both complex and very ambiguous. In looking for a creative solution, who should you talk to? A) A person who has a Ph.D. in a topic that is related to the problem B) A person who has many years of experience in dealing with similar problems C) A person who has neither the knowledge nor the experience of this particular problem and who employs logic that seems unorganized D) Both the person with the Ph.D. and the person with many years of experience Answer: C 58) You are a manager who would like to enhance the creative problem-solving abilities of your employees. What should you do? A) Increase their formal education B) Improve their thinking skills C) Improve their interpersonal skills D) Improve their exposure to information Answer: B 59) Your boss states, "Conceptual blocks are easy to overcome. Also, everyone develops some conceptual blocks over time and we need some to cope with everyday life." Should you agree or disagree? A) Agree B) Disagree Answer: B 60) How both Velcro and Post-it Notes came to be produced is an excellent example of which problem-solving model? A) Analytical problem solving B) Creative problem solving Answer: B 61) When an individual becomes consistent in how he/she approaches problems, he/she is practicing which conceptual block? A) Commitment

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B) Compression C) Constancy D) Complacency Answer: C 62) In studying for a test, Harry always highlights passages in his textbooks and reviews the highlighted sections. Recently, in his Management class, Harry did not receive a good grade on his first exam. Sally suggested that Harry try studying a different way by writing down the highlighted passages on paper. Harry refused, saying, "It has always worked before, why change?" Which conceptual block is Harry experiencing? A) Constancy B) Artificial constraint C) Compression D) Complacency Answer: A Explanation: A) Correct. He highlights the passages because it is what he has always done before. This is a manifestation of constancy. B) Incorrect. He does not choose to highlight his passages because he believes it is the only way to do it. He highlights the passages because it is what he has always done before. This is a manifestation of constancy. C) Incorrect. Harry is not looking too narrowly at the problem or screening out relevant data. He highlights the passages because it is what he has always done before. This is a manifestation of constancy. D) Incorrect. Harry is not afraid of changing or ignorant of the possibilities. He highlights the passages because it is what he has always done before. This is a manifestation of constancy. Diff: 3 Page Ref: 186 Topic: Conceptual BlocksConstancy Skill: Understanding 63) What is an example of a thinking language that is capable of breaking down the constancy block? A) Foreign language B) Observation and evaluation C) Visual imagery D) Alternative generation Answer: C 64) If you assume that individuals who are experienced in launching a new product know the best marketing approach, which conceptual block are you practicing? A) Vertical thinking B) Stereotyping C) Compression D) Ignoring commonalities Answer: B

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65) In describing a new problem you are having with your computer, your boss interrupts and states, "I had the same problem last week. It's something to do with the network." Which conceptual block could be inhibiting your boss's creative problem-solving approach? A) Vertical thinking B) Artificial constraints C) Stereotyping D) Ignoring commonalities Answer: C 66) Looking too narrowly at a problem is what type of conceptual block? A) Constancy B) Compression C) Commitment D) Complacency Answer: B 67) If someone believes that the possible alternatives to a problem must conform with her perception of the boss's expectations, which conceptual block is she a victim of? A) Perceptual stereotyping B) Not separating figure from ground C) Ignoring commonalities D) Artificial constraints Answer: D 68) If you have trouble determining the difference between important and unimportant data, you are experiencing which conceptual block? A) Artificial constraints B) Ignoring commonalities C) Separating figure from ground D) Noninquisitiveness Answer: C 69) If your boss encourages your team to ask questions and obtain and search for data, she is trying to overcome which conceptual block? A) Bias against thinking B) Noninquisitiveness C) Separating figure from ground D) Compression Answer: B 70) Ms. Frizzle on the "Magic School Bus" encourages her students to try, to experimentjust to see what will happen. She encourages them to be risk takers. She is trying to overcome which conceptual block? A) Noninquisitiveness B) Bias against thinking C) Compression D) Ignoring commonalities Answer: A
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71) According to research, which would creative problem solvers use? A) The left hemisphere of the brain B) The right hemisphere of the brain C) Both the left and right hemispheres of the brain D) Thinking and behavior Answer: C 72) Which is true about creative problem solving? A) It is a skill that can be taught. B) It is quick and easy to learn to become a creative problem solver. C) It is always better than analytical problem solving. D) It is something that only certain people can learn. Answer: A 73) What stage of creative problem solving occurs when an insight is recognized and a creative solution is articulated? A) Preparation stage B) Illumination stage C) Incubation stage D) Verification stage Answer: B 74) What stage of creative problem solving can training most improve? A) Preparation stage B) Incubation stage C) Illumination stage D) Verification stage E) All of the stages Answer: A 75) If your boss said, "Managing people is like playing a game of chess," this would be an example of what? A) The creative stage of preparation B) The creative stage of incubation C) The creative stage of illumination D) The creative stage of verification Answer: A 76) Amber had been struggling to come up with a creative idea for her marketing proposal for weeks. Frustrated, she decided to leave her office and go for a hike in the mountains to clear her mind. She enjoyed taking in her natural surroundings and thought little about her work. When she arrived back at the office, she suddenly had a promising new idea occur to her. In what phase of creative decision making was Amber during her hike in the mountains? A) Preparation B) Incubation C) Illumination D) Verification
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Answer: B

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77) In trying to eliminate the long lines in student registration, Susan diagrammed a student's action indicating who she talked to, when, and how long. What would this be an example of? A) Personal analogy B) Direct analogy C) Symbolic analogy D) Fantasy analogy Answer: C 78) Your boss states, "Morale here is like the loser's locker room after a big game." He has used which technique to improve creative problem solving? A) Make the strange familiar B) Reverse the definition C) Elaborate on the definition D) Direct analogy Answer: A 79) What is your boss trying to do in terms of creative problem solving if he asks the following questions: Is there anything else? Is the reverse true? and What past experience is this like? A) Reverse the definition B) Generate more alternatives C) Elaborate on the definition D) Use a fantasy analogy Answer: C 80) The following statements relate to the rules governing brainstorming: (1) No evaluations of alternatives are generated, (2) Wildest possible ideas are encouraged, (3) Quality takes precedence over quantity, and (4) Do not build on the ideas of others. Which statements are correct? A) All the statements are correct. B) Only statements 1 and 3 are correct. C) Only statements 2 and 3 are correct. D) Only statement 3 is correct. E) Only statements 1 and 2 are correct. Answer: E 81) During a brainstorming session, George remarks, "I think we are getting a little off track. Let's stay focused!" He has violated which rule? A) Evaluate the alternatives as they are being generated. B) All different types of ideas should be encouraged. C) Quality takes precedence over quantity. D) He did not violate a rule. Answer: B /Application

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82) How does subdivision improve problem solving? A) Decreases the number of alternatives generated by a group B) Increases the level of participation of brainstorming participants C) Increases the speed with which alternatives can be generated and selected D) Increases the speed of decision making Answer: C 83) If you defer judgment, expand current alternatives, and combine unrelated attributes during creative problem solving, what are you doing? A) Improving the problem definition B) Elaborating on the problem definition C) Generating more alternatives Answer: C 84) What does creativity in Eastern cultures focus on? A) Analytical problem solving B) Uncovering enlightenment related to problems C) Creating solutions to novel problems D) Practical ways to solve problems Answer: B 85) What should you do if you want to be more creative in your problem solving? A) Reserve your best time for thinking B) Talk to others about your ideas C) Read a lot, especially outside your field of expertise D) A and C, but not B E) Engage in all the activities described above Answer: E 86) You discover a bug in your DOS program. In debugging the program, which problem style would be most appropriate? A) Creative problem solving B) Analytical problem solving Answer: B 87) Your boss remarks, "The best way to foster innovation is to hold people accountable." What should you most likely remark? A) "I disagree; holding people accountable will reduce the risk factor and therefore innovation will not come about." B) "I agree." Answer: B 88) If I am the person who generates the innovative solution, which role would I most likely play on a creative problem-solving team? A) Idea champion B) Sponsor C) Orchestrator D) Rule breaker Answer: A

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89) If you were a manager wanting to assign people to a problem-solving team, who would you assign to maximize generation of innovative ideas? Bobsalesman with 10 years' experience in the company Janesecretary with 25 years' experience in the company Josesalesman with 8 years' experience in the company, also a minority Johnmanager of sales teams with 14 years' experience in the company Alexproduct developer with 1 year of experience in the company A) Jane, Jose, John, Alex B) Bob, Jane, John, Alex C) Bob, Jose, John, Alex D) Bob, Jane, Jose, John E) Bob, Jane, Jose, Alex 90) When it comes to generating innovative ideas in teams, where have many of the most creative ideas come from? A) Employees B) Managers C) Professors D) Customers Answer: D 91) What is the person called who brings together cross-functional groups and necessary political support to implement a creative idea? A) Sponsor B) Idea champion C) Rule breaker D) Orchestrator E) Maverick Answer: D

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