Chapter 9: Managing Staff and Service Volunteers

Test Bank

Multiple Choice

1. Frederick W. Taylor developed which management theory?

A. volunteer service

B. expectancy theory

C. general management

D. scientific management

Learning Objective: 9-1: Describe prominent theories of human motivation.

Cognitive Domain: Knowledge

Answer Location: An Overview of Management Theories

Difficulty Level: Easy

2. ______ state(s) human needs progress to higher levels as the lower level needs are met.

A. Maslow’s theory

B. Taylor’s approach

C. Operant conditioning

D. The Hawthorne experiments

Learning Objective: 9-1: Describe prominent theories of human motivation.

Cognitive Domain: Knowledge

Answer Location: Maslow’s Hierarchy of Needs

Difficulty Level: Easy

3. Which theory states workers are not concerned about the organization’s needs?

A. path-goal

B. Theory X

C. Theory Z

D. hierarchy of needs

Learning Objective: 9-1: Describe prominent theories of human motivation.

Cognitive Domain: Knowledge

Answer Location: McGregor: Theory X and Theory Y

Difficulty Level: Easy

4. Which instrument is used to measure human personalities?

A. hierarchy of needs

B. Herzberg’s motivators

C. Myers–Briggs-type indicator

D. McClelland’s situational leadership grid

Learning Objective: 9-1: Describe prominent theories of human motivation.

Cognitive Domain: Knowledge

Answer Location: Myers and Briggs: Personality TypesDifficulty Level: Easy

5. According to Herzberg, another name for hygiene factors is ______.

A. satisfiers

B. motivators

C. dissatisfiers

D. physical working conditions

Learning Objective: 9-1: Describe prominent theories of human motivation.

Cognitive Domain: Knowledge

Answer Location: Herzberg: Motivators and Dissatisifers

Difficulty Level: Easy

6. Speckbacher argues combining financial and social incentives creates a/an ______ relationship.

A. legal

B. market

C. contractual

D. stakeholder

Learning Objective: 9-1: Describe prominent theories of human motivation.

Cognitive Domain: Knowledge

Answer Location: Motivations of Nonprofit Staff

Difficulty Level: Easy

7. Worth suggests nonprofits have an advantage over for-profit companies in ______.

A. motivating their workforces

B. providing competitive salaries

C. providing benefits to their workforces

D. helping staff members climb the ranks within the organization

Learning Objective: 9-2: Identify basic principles of human resources management

Cognitive Domain: Knowledge

Answer Location: Motivations of Nonprofit Staff

Difficulty Level: Easy

8. ______ theory describes how individuals base their management styles on the need for power, relationships, and achievements.

A. Maslow’s hierarchy of needs

B. McClelland’s three needs theory

C. McGregor’s Theory X and Theory Y

D. Erikson’s three stages of life cycles

Learning Objective: 9-1: Describe prominent theories of human motivation.

Cognitive Domain: Knowledge

Answer Location: McClelland: Three Needs Theory

Difficulty Level: Easy

9. Which theorist did not place emphasis on human psychology?

A. Taylor

B. Follett

C. Maslow

D. McClelland

Learning Objective: 9-1: Describe prominent theories of human motivation.

Cognitive Domain: Knowledge

Answer Location: An Overview of Management Theories

Difficulty Level: Easy

10. As Letts and colleagues observe, managers often face two challenges--getting the job done and ______.

A. disciplining the staff

B. recruiting volunteers

C. keeping the staff satisfied

D. changing volunteers’ workloads

Learning Objective: 9-2: Identify basic principles of human resources management

Cognitive Domain: Knowledge

Answer Location: Applying Theories to Managing the Nonprofit Workforce

Difficulty Level: Easy

11. A nonprofit organization is advertising for volunteers to distribute water bottles to runners participating in an annual marathon. What type of volunteer does the organization need?

A. spot

B. regular

C. episodic

D. mandated

Learning Objective: 9-4: Define various types of volunteers.

Cognitive Domain: Application

Answer Location: Types of Volunteers

Difficulty Level: Medium

12. Brian volunteers to work at a 3-day book fair that is held once every 3 years. What type of volunteer is Brian?

A. virtual

B. regular

C. episodic

D. mandated

Learning Objective: 9-4: Define various types of volunteers.

Cognitive Domain: Application

Answer Location: Types of Volunteers

Difficulty Level: Easy

13. According to Worth, volunteer program managers should develop volunteer ______.

A. career paths

B. salary tables

C. loyalty pledges

D. job descriptions

Learning Objective: 9-5: Summarize best practices for developing volunteer programs.

Cognitive Domain: Knowledge

Answer Location: Volunteer Program Practices

Difficulty Level: Easy

14. A volunteer is working with an organization by participating in a video teleconference call. This scenario is an example of what type of volunteer?

A. spot

B. policy

C. virtual

D. episodic

Learning Objective: 9-4: Define various types of volunteers.

Cognitive Domain: Application

Answer Location: Types of Volunteers

Difficulty Level: Medium

15. According to Rehberg, volunteers who do not expect to receive some type of personal benefit for their contributions are an example of ______ volunteering.

A. old

B. new

C. traditional

D. instrumental

Learning Objective: 9-6: Explain trends in volunteerism.

Cognitive Domain: Comprehension

Answer Location: The Future of Volunteerism

Difficulty Level: Medium

16. A study conducted by the Corporation for National and Community Service found that participation in volunteer activities ______ in 2015.

A. decreased

B. increased slightly

C. grew dramatically

D. remained stagnant

Learning Objective: 9-6: Explain trends in volunteerism.

Cognitive Domain: Knowledge

Answer Location: The Future of Volunteerism

Difficulty Level: Easy

17. An organization that draws strength by bringing together people of different backgrounds embraces ______.

A. diversity

B. voluntarism

C. hygiene factors

D. operant conditioning

Learning Objective: 9-2: Identify basic principles of human resources management.

Cognitive Domain: Knowledge

Answer Location: Applying Theories to Managing the Nonprofit Workforce

Difficulty Level: Easy

18. Maslow explains that people come to the workplace ______.

A. encouraged

B. already motivated

C. with ambivalence

D. ready to be motivated

Learning Objective: 9-1: Describe prominent theories of human motivation.

Cognitive Domain: Knowledge

Answer Location: Applying Theories to Managing the Nonprofit Workforce

Difficulty Level: Easy

19. An attorney is providing an outside legal opinion to a nonprofit organization’s board of directors. What type of volunteer is the attorney?

A. expert

B. policy

C. marginal

D. mandated

Learning Objective: 9-4: Define various types of volunteers.

Cognitive Domain: Application

Answer Location: Types of Volunteers

Difficulty Level: Medium

20. The most expensive management function for a nonprofit organization is ______.

A. planning

B. marketing

C. research and development

D. human resources management

Learning Objective: 9-2: Identify basic principles of human resources management.

Cognitive Domain: Knowledge

Answer Location: Human Resources Management

Difficulty Level: Easy

21. A nonprofit organization does not hire staff working at a nearby assisted-living facility but does hire staff working at a nearby senior retirement community. This nonprofit organization may be practicing ______.

A. quotas

B. merit principles

C. disparate impact

D. affirmative action

Learning Objective: 9-2: Identify basic principles of human resources management.

Cognitive Domain: Comprehension

Answer Location: Human Resources Management

Difficulty Level: Medium

22. A volunteer reached a high level of confidence through his/her work at a nonprofit organization. However, the volunteer is losing this sense of confidence because the organization may soon close. The volunteer’s loss of motivation may be explained using ______ theory.

A. Erikson’s life stages

B. scientific management

C. McClelland’s three needs

D. Maslow’s hierarchy of needs

Learning Objective: 9-1: Describe prominent theories of human motivation.

Cognitive Domain: Comprehension

Answer Location: Maslow’s Hierarchy of Needs

Difficulty Level: Medium

23. A chief executive officer (CEO) encourages the implementation of innovative ideas. The CEO is demonstrating a management style described in which theory?

A. Erikson’s life cycles

B. McGregor’s Theory Y

C. Herzberg’s dissatisfiers

D. scientific management theory

Learning Objective: 9-1: Describe prominent theories of human motivation.

Cognitive Domain: Comprehension

Answer Location: Maslow’s Hierarchy of Needs

Difficulty Level: Medium

24. A volunteer program manager is a member of the baby boom generation but realizes management styles may need to be adjusted when working with younger volunteers. The program manager is applying which best practice recommended by Denhardt? Managers ______.

A. should make the work satisfying

B. do not have to work with younger volunteers

C. should participate in setting clear and challenging goals

D. should be reflective and proactive about their own motivation

Learning Objective: 9-1: Describe prominent theories of human motivation.

Cognitive Domain: Comprehension

Answer Location: An Overview of Management Theories

Difficulty Level: Medium

25. According to the Independent Sector, one hour of volunteer time contributed to a nonprofit organization in 2016 was worth ______.

A. $21.70

B. $22.55

C. $23.00

D. $24.14

Learning Objectives: 9-6: Explain trends in volunteerism.

Cognitive Domain: Knowledge

Answer Location: Managing Volunteers

Difficulty Level: Easy

26. Forbes and Zampelli’s research indicates people who volunteer tend to ______.

A. hold high social status

B. be of similar ethnic groups

C. have common income levels

D. be members of social groups

Learning Objective: 9-6: Explain trends in volunteerism.

Cognitive Domain: Knowledge

Answer Location: Motivations of Volunteers

Difficulty Level: Easy

27. Volunteers are best assigned to work that ______.

A. does not need to be done daily

B. is the responsibility of the paid staff

C. requires much supervision and attention

D. requires the volunteer to be frequently on-site

Learning Objective: 9-5: Summarize best practices for developing volunteer programs.

Cognitive Domain: Knowledge

Answer Location: Volunteer Program Practices

Difficulty Level: Easy

28. A volunteer program manager usually hires the first person who applies for a volunteer position. The manager is practicing ______ recruitment.

A. targeted

B. marginal

C. warm body

D. discriminating

Learning Objective: 9-5: Summarize best practices for developing volunteer programs.

Cognitive Domain: Knowledge

Answer Location: Volunteer Program Practices

Difficulty Level: Easy

True/False

1. Research studies indicate managers who want to keep volunteers should provide them work deadlines.

Learning Objective: 9-5: Summarize best practices for developing volunteer programs.

Cognitive Domain: Knowledge

Answer Location: Motivations of Volunteers

Difficulty Level: Easy

2. A volunteer raised $100,000 for a nonprofit organization. The organization paid the volunteer a 10% commission as a reward for his efforts. Paying the volunteer a commission was a legal action.

Learning Objective: 9-5: Summarize best practices for developing volunteer programs.

Cognitive Domain: Knowledge

Answer Location: Human Resources Management

Difficulty Level: Easy

3. Federal employment laws do not apply to nonprofit staff.

Learning Objective 9-2: Identify basic principles of human resources management

Cognitive Domain: Knowledge

Answer Location: Human Resources Management

Difficulty Level: Easy

4. Nonprofit organizations may be held liable for discriminatory practices applied by outsourced suppliers.

Learning Objective 9-2: Identify basic principles of human resources management

Cognitive Domain: Knowledge

Answer Location: Human Resources Management

Difficulty Level: Easy

5. Frederick Taylor’s theory emphasizes procedures with people operating as machines.

Learning Objective: 9-1: Describe prominent theories of human motivation.

Cognitive Domain: Knowledge

Answer Location: An Overview of Management Theories

Difficulty Level: Easy

6. The Hawthorne plant experiments indicated that worker performance was not influenced by the attention of supervisors.

Learning Objective: 9-1: Describe prominent theories of human motivation.

Cognitive Domain: Knowledge

Answer Location: An Overview of Management Theories

Difficulty Level: Easy

7. Maslow’s hierarchy of needs shows human needs can move from higher to lower levels of need.

Learning Objective: 9-1: Describe prominent theories of human motivation.

Cognitive Domain: Knowledge

Answer Location: Maslow’s Hierarchy of Needs

Difficulty Level: Easy

8. The Myers–Briggs indicator provides individuals with insights about their own preferences.

Learning Objective: 9-1: Describe prominent theories of human motivation.

Cognitive Domain: Knowledge

Answer Location: Myers and Briggs: Personality Types

Difficulty Level: Easy

9. Generation Y individuals were influenced by the civil rights movement.

Learning Objective: 9-1: Describe prominent theories of human motivation.

Cognitive Domain: Knowledge

Answer Location: Motivations of Nonprofit Staff

Difficulty Level: Easy

10. One way to effectively manage volunteers is to be aware of what motivates them.

Learning Objective: 9-3: Summarize best practices for supervising staff members in the nonprofit sector.

Cognitive Domain: Knowledge

Answer Location: Motivations of Volunteers

Difficulty Level: Easy

11. A marginal volunteer is one who is mandated to volunteer.

Learning Objective: 9-4: Define various types of volunteers..

Cognitive Domain: Knowledge

Answer Location: Types of Volunteers

Difficulty Level: Easy

12. It is important for volunteer managers to first form the structure of a volunteer program.

Learning Objective: 9-5: Summarize best practices for developing volunteer programs.

Cognitive Domain: Knowledge

Answer Location: Volunteer Program Practices

Difficulty Level: Easy

Short Answer

1. Explain and provide examples of the three principal needs of managers, as identified by McClelland.

Learning Objectives: 9-1: Describe prominent theories of human motivation.

Cognitive Domain: Comprehension

Answer Location: McClelland: Three Needs Theory

Difficulty Level: Medium

2. Analyze and explain why some scholars challenge Herzberg’s findings regarding the factors of motivation. Are his findings supported by what is observed in nonprofit organizations? Explain.

Learning Objectives: 9-1: Describe prominent theories of human motivation.

Cognitive Domain: Analysis

Answer Location: Herzberg: Motivators and Dissatisifers

Difficulty Level: Hard

3. Identify three types of volunteers and provide an example of a volunteer opportunity suited to each type.

Learning Objective: 9-4: Define various types of volunteers.

Cognitive Domain: Comprehension

Answer Location: Types of Volunteers

Difficulty Level: Medium

4. Explain why people volunteer.

Learning Objective: 9-1: Describe prominent theories of human motivation.

Cognitive Domain: Comprehension

Answer Location: Motivations of Volunteers

Difficulty Level: Medium

5. Explain why formal volunteer policies are important.

Learning Objective: 9-5: Summarize best practices for developing volunteer programs.

Cognitive Domain: Comprehension

Answer Location: Volunteer Program Practices

Difficulty Level: Medium

6. Gaining the ability to be selective in choosing volunteers offers the organization at least two advantages. Identify each advantage and apply each advantage to an example.

Learning Objective: 9-5: Summarize best practices for developing volunteer programs.

Cognitive Domain: Application

Answer Location: Volunteer Program Practices

Difficulty Level: Medium

7. Study some sample volunteer job descriptions. Then create a prioritized list identifying what qualifications you believe are the most important for volunteers to have.

Learning Objective: 9-5: Summarize best practices for developing volunteer programs.

Cognitive Domain: Application

Answer Location: Volunteer Program Practices

Difficulty Level: Medium

8. Some scholars suggest individuals participating in voluntourism benefit more than the individuals the programs are designed to help. Do you agree or disagree? Defend your position.

Learning Objective: 9-4: Define various types of volunteers.

Cognitive Domain: Comprehension

Answer Location: Types of Volunteers

Difficulty Level: Medium

9. Compare and contrast the terms intrinsic motivation and extrinsic motivation. Provide examples of how each type of motivation may apply to nonprofit organizations.

Learning Objective: 9-1: Describe prominent theories of human motivation.

Cognitive Domain: Analysis

Answer Location: Motivations of Nonprofit Staff

Difficulty Level: Hard

10. Identify and explain Ellis’ three questions managers should ask when designing work tasks for volunteer workers.

Learning Objective: 9-5: Summarize best practices for developing volunteer programs.

Cognitive Domain: Comprehension

Answer Location: Volunteer Program Practices

Difficulty Level: Medium