1. What is a control process? Control process- The process of ensuring that a firm's activities conform to its plan & that its objectives are achieved 2. Give one type of control mechanism. Action controls- Observing the actions of individuals as they go about their work, also known as behavioural controls 3. Give another type of control mechanism. Personnel, cultural & social controls- Personnel controls involve helping employees to perform well through the use of selection and placement, training, job design, etc. Cultural & social controls involve the selection of people who have already been socialised into adopting particular norms & patterns of behaviour to perform particular tasks 4. Give a third type of control mechanism. Results controls- Collecting & reporting information about the outcomes of work effort, also known as output controls 5. What is feedback control? Feedback control- Monitoring outputs achieved against desired outputs & taking whatever corrective action is necessary if a deviation exists 6. What is feed-forward control? Feed-forward control- Comparing predictions of expected outputs with the desired outputs & taking prior corrective action to minimise any differences 7. What is goal congruence? Goal congruence- The situation that exists when controls motivate employees to behave in a way that is in tune with the organisation's goals