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1) What allows facility managers to exercise the most control over teams? Select one: a

Management

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1) What allows facility managers to exercise the most control over teams?

Select one:

a. Controlling team inputs

b. Controlling group dynamics

c. Controlling team outputs

d. Controlling team processes

2-     Which statement is true about marketing the facility management organization?

Select one:

a. Marketing the FM organization is not a political task except in a dysfunctional organizational culture.

b. FM organizational marketing plans are necessarily complex and requires professional staffing

c. Focusing on delivering services as efficiently and effectively as possible sufficiently shows the value of the FM organization.

d. A primary value proposition is that the FM organization is a critical sustainer of core business effectiveness such as production capacity.

3-   A facility manager is approached by a subordinate with a complaint. As the subordinate is speaking, the facility manager begins to formulate a response so he will be ready to speak when the subordinate is finished. At best, which level of listening is this facility manager practicing?

Select one:

a. Selective listening

b. Empathetic listening

c. Ignoring

d. Active listening

4-     What can be assumed about conflict management?

Select one:

a. Facility managers realize that conflicts reduce team cohesiveness and find ways to prevent most conflict.

b. Drops in performance levels or nonverbal cues may be the only way to detect when some conflicts are occurring.

c. Conflict resolution is designed to first diagnose and then treat the symptoms of the conflict.

d. Facility managers designate themselves as mediators using position power and policy, ensuring they will be used to resolve conflicts.

5-     What is true when developing rules for organizational codes of conduct?

Select one:

a. Rules generally need to be more detailed than principles.

b. Rules intended only for facility management staff need not be compatible with the organization's rules.

c. Rules are intended to replace reason with position power.

d. Rules that reinforce organizational culture should be included even when not enforceable.

6-     Which premise is true of stakeholders' expectations of facility management?

Select one:

a. Indirect stakeholders do not generally care about organizational growth and profit.

b. Internal stakeholders do not include facility management organization staff or contractors in this category.

c. Suppliers and partners may not generally consider the needs of the facility management organization.

d. Customers may not think consciously about facilities unless there is a problem.

7-     What statement is true of customer relationship management?

Select one:

a. Excellent or creative error recovery can be a source of customer satisfaction.

b. The philosophy that the customer is always right has a positive effect on facility management customer relationships.

c. A policy of zero errors is a best practice for maintaining customer relations.

d. Facility staff empowerment can be detrimental to customer service due to reduced service delivery consistency.

8-     Which statement is an example of wise implementation of corporate social responsibility (CSR) policy?

Select one:

a. Requiring the use of natural material alternatives when available.

b. Systematically banning sources of harmful emissions.

c. Making trade-offs between local materials and best available materials.

d. Always selecting the lowest life-cycle cost materials.