Management
At Kaira's Caribbean Cuisine, Kaira improves focuses on efficiency by - advertising specials to use up food inventory that is nearing its expiration date -closing the restaurant during lunch hours - only hiring employees who come from the Caribbean -training her assistant manager to handle the restaurant's finances
Advertising specials to use up food inventory that is nearing its expiration date
As a computer programmer, Maria knows almost instantly if one of her work projects has been successful. -Skill variety -Task significance -Task identity -Feedback -Autonomy
Feedback
Information tells you whether your choices worked or not. -Unfulfilled need -Behaviors -Rewards -Motivation -Feedback
Feedback
Myra, a new branch manager, shares her personal story of how she came into the profession, her family life, and the challenges she has faced being biracial. She shares her excitement to learn from everyone and is excited to introduce the new app that will be released to customers in the near future. Myra is demonstrating she is part of a learning organization by - transferring her knowledge - creating and acquiring knowledge -modifying her behavior -being committed to learning
Transferring her knowledge
Members get together to discuss what they have learned and to share memories. -Norming -Storming -Adjourning -Forming -Performing
Adjourning
The extent to which a job allows an employee to make choices about scheduling different tasks and deciding how to perform them -Task identity -Skill variety -Feedback -Autonomy -Task significance
Autonomy
Milton always finds something petty to be upset about. Today Milton is complaining to you that he did not get a shiny new red Swingline stapler like his office mate did. When you see Milton walking toward you, you pretend to take a phone call and then close your office door. -Integrating -Compromising -Dominating -Obliging -Avoiding
Avoiding
3. Your organization is in a rut. Everyone is doing the same things they've always done and there's nothing creative or groundbreaking happening. You have two employees retiring soon and decide to replace them with people from completely different industries to bring in novel perspectives and keep everyone on their toes. -Use programmed conflict -Spur competition among employees -Bring in outsiders for new perspectives -Change the organization's culture and procedures
Bring in outsiders for new perspectives
4. People in your office seem to be afraid to try new things, so the company sets up a monthly brainstorming session where employees can safely present wild and innovative new ideas. The sessions happen after work hours, but everyone who attends and contributes at least one new idea gets to take the last Friday of the month off of work. -Use programmed conflict -Spur competition among employees -Bring in outsiders for new perspectives -Change the organization's culture and procedures
Change the organization's culture and procedures
2. After spending only a few minutes on the phone with a customer service agent before his problem was satisfactorily resolved, Khushtar told the agent "your company does a really great job with tech support." - Behavioral component of attitudes -Cognitive component of attitudes -Affective component of attitudes
Cognitive
Dominique focuses on rewarding her entire team's performance rather than individual team members' performance. -Collaboration -Performance goals and feedback -Trust -Roles -Norms -Effective team processes -Team composition -Motivation through mutual accountability and interdependence
Collaboration
Stanley and Phyllis are both top salespeople at their company. Both believe that the biggest, most important potential clients should be given to them. They decide that a good system is to alternate evenly—one important potential client goes to one of them, then the next goes to the other, etc. -Integrating -Compromising -Dominating -Obliging -Avoiding
Compromising
When managing her oil and lube service, Sabrina engages in the controlling function when she - partners with a petroleum brand on advertising and other discounts -helps the service technicians get motivated to provide excellent customer service -Decides to open a second location across town -Develops a loyalty reward program because the number of repeat customers has been declining
Develops a loyalty reward program because the number of repeat customers has been declining
Your company withdrew the funding you planned to use to put your employees up at a really fancy hotel on this week's work trip. Instead, you'll have to stay at a cheap motel and double up in rooms. You announce the disappointing news and quickly move on to other business. There's no point in fielding questions or complaints since the money just isn't there. -Integrating -Compromising -Dominating -Obliging -Avoiding
Dominating
Employees receive personal, hand-written notes from their supervisors to recognize exemplary work. -Esteem need -Physiological need -Love need -Self-actualization need -Safety need
Esteem need
2. Lucy wants to attend training before she takes on a new job role. -Expectancy -Valence -Instrumentality
Expectancy
Ivy knew she would like her blind date as soon as she saw him, because of the way he dressed. -Stereotyping -Recency Effect -Causal Attribution -Halo Effect -Implicit Bias
Halo Effect
6. Focuses on motivating and hygiene factors in a job - Deci and Ryan's Self-Determination Theory -Maslow's Hierarchy of Needs -McClelland's Acquired Needs Theory -Herzberg's Two-Factor Theory
Herzberg's Two-Factor Theory
Milo does a great job interacting with and gaining the trust of both his sales team and his customers alike. -Technical skills -Human skills -Conceptual skills
Human skills
Your department has just been given a $4,000 end-of-year bonus. Everyone has an opinion on how it should be spent, including fancy new desk chairs, a big party, a new copy machine, and new laptops. You take a few days to evaluate the office's needs using historical data and discussing options with each employee individually before finally arriving at a decision that you believe everyone will see as the best decision for all in the group. -Integrating -Compromising -Dominating -Obliging -Avoiding
Integrating
2. Does my supervisor treat me with respect and kindness at work? -Distributive justice -Interactional justice -Procedural justice
Interactional
2. Winning employee of the month made you feel that you were special and that your work was valued. -Extrinsic reward -Intrinsic reward
Intrinsic
Atticus spends a sizable portion of his day helping to resolve disagreements between employees in his organization. - Planning -Organizing -Leading -Controlling
Leading
4. Indicates how much personal responsibility you take for your behavior and its consequences -Self-esteem -Self-efficacy -Emotional stability -Locus of control
Locus of control
A workplace that provides a close-knit, family culture -Esteem need -Physiological need -Love need -Self-actualization need -Safety need
Love need
2. Focuses on needs such as love, esteem, physiological needs, safety, and self-actualization - Deci and Ryan's Self-Determination Theory -Maslow's Hierarchy of Needs -McClelland's Acquired Needs Theory -Herzberg's Two-Factor Theory
Maslow's Hierarchy of Needs
3. Focuses on needs such as power, affiliation, and achievement - Deci and Ryan's Self-Determination Theory -Maslow's Hierarchy of Needs -McClelland's Acquired Needs Theory -Herzberg's Two-Factor Theory
McClelland's Acquired Needs Theory
Related to satisfaction, higher level needs
Motivating factors
You search for ways to get things like food or water. -Unfulfilled need -Behaviors -Rewards -Motivation -Feedback
Motivation
Oscar gives team members the freedom to make important decisions on matters such as team deadlines and resource allocation. -Collaboration -Performance goals and feedback -Trust -Roles -Norms -Effective team processes -Team composition -Motivation through mutual accountability and interdependence
Motivation through mutual accountability and interdependence
Members decide on their regular meeting days/times, rules about tardiness or non-attendance, and set expectations regarding how they will interact with one another. -Norming -Storming -Adjourning -Forming -Performing
Norming
For his first team meeting, Graham bakes and decorates a beautiful batch of holiday cookies for his teammates. His boss pulls him aside before the meeting starts and tells him that he should think about how this will be perceived; others might think he has too much time on his hands and doesn't spend enough time on his work. -Collaboration -Performance goals and feedback -Trust -Roles -Norms -Effective team processes -Team composition -Motivation through mutual accountability and interdependence
Norms
Lindsay determined the best structure and reporting hierarchy for her firm based upon the company's strategic goals. - Planning -Organizing -Leading -Controlling
Organizing
Carter meets individually with each of his team members every quarter to review their performance and progress toward their objectives. -Collaboration -Performance goals and feedback -Trust -Roles -Norms -Effective team processes -Team composition -Motivation through mutual accountability and interdependence
Performance goals and feedback
Members of your 8-person team break off into smaller groups of 2 or 3 and work on their sub-groups' individual tasks. -Norming -Storming -Adjourning -Forming -Performing
Performing
Sariyah sets challenging sales targets for her team. - Planning -Organizing -Leading -Controlling
Planning
Did my organization use biased decision tools to determine employee salaries? -Distributive justice -Interactional justice -Procedural justice
Procedural
The last time Takeshi talked with this vendor he felt the vendor was trying to take advantage of him. This time the meeting went very well, and Takeshi is thinking about giving him some business. -Stereotyping -Recency Effect -Causal Attribution -Halo Effect -Implicit Bias
Recency effect
6. The ability to communicate clearly, disarm conflicts, and build personal bonds with others -Self-management -Social awareness -Self-awareness -Relationship management
Relationship management
One of Janelle's employees filed a complaint against her with senior leadership regarding a particular exchange between the employee and Janelle. The executive team asks Janelle to attend an informal deposition where they ask her to provide her recollection of what happened in the exchange between her and the employee on the day in question. -Storing in memory -Retrieving from memory to make judgements and decisions -Interpretation and evaluation -Selective attention
Retrieving from memory to make judgements and decisions
These can be either intrinsic or extrinsic. -Unfulfilled need -Behaviors -Rewards -Motivation -Feedback
Rewards
Ki is careful not to put certain personalities on the same team. For example, Lauryl and Hamad are both extremely solutions-focused and have little tolerance for pleasantries, chit-chat, or other activities that help group members bond. Ki usually doesn't assign them to the same project teams. -Collaboration -Performance goals and feedback -Trust -Roles -Norms -Effective team processes -Team composition -Motivation through mutual accountability and interdependence
Roles
Employees feel that they are able to reach their full potential on the job. -Esteem need -Physiological need -Love need -Self-actualization need -Safety need
Self-actualization need
1. Your general belief about your own self-worth -Self-esteem -Self-efficacy -Emotional stability -Locus of control
Self-esteem
1. Reflected in self-control, adaptability, and honesty -Self-management -Social awareness -Self-awareness -Relationship management
Self-management
1. Akon feels bored on the job because his current role doesn't require him to use many of his most valuable abilities. -Skill variety -Task significance -Task identity -Feedback -Autonomy
Skill variety
The extent to which a job requires a person to use a wide range of different skills and abilities -Task identity -Skill variety -Feedback -Autonomy -Task significance
Skill variety
2. Allows you to show others that you care and to understand others' emotions -Self-management -Social awareness -Self-awareness -Relationship management
Social awareness
2. HomeSafe sells and installs wireless home security systems in 5 districts across the Midwest. HomeSafe has about 20 sales reps in each district. At the end of each year, the top sales rep from each district wins an extra week of paid vacation time to use in the following year. -Use programmed conflict -Spur competition among employees -Bring in outsiders for new perspectives -Change the organization's culture and procedures
Spur competition among employees
Members seem to be coming out of their shells, grouping into small alliances, and even arguing about the group's goals. -Norming -Storming -Adjourning -Forming -Performing
Storming
Desire is created to get things like food or water. -Unfulfilled need -Behaviors -Rewards -Motivation -Feedback
Unfulfilled need
The extent to which a job affects the lives of other people, whether inside or outside the organization -Task identity -Skill variety -Feedback -Autonomy -Task significance
Task significance
Javier hires team members that represent the wide array of diversity in his company's customer base. -Collaboration -Performance goals and feedback -Trust -Roles -Norms -Effective team processes -Team composition -Motivation through mutual accountability and interdependence
Team composition
Rashan is the director of your advertising department. Your company creates all of its own ads for your products. It is up to Rashan to conceive of creative and imaginative ad ideas. -Extroversion -Agreeableness -Openness to experience -Emotional stability -Conscientiousness
Openness to experience
Britain's organization gives employees a great deal of autonomy and gives even lower-level workers the chance to participate in the organization's decision-making process. -Ability-enhancing practice -Opportunity-enhancing practice -Motivation-enhancing practice
Opportunity-enhancing practice
3. Enables you to read your own emotions and gauge your moods -Self-management -Social awareness -Self-awareness -Relationship management
Self-awareness
Ronald is a customer service representative who interacts with your company's customers who want to return or repair products. Sometimes customers are angry or upset, so Ronald's job is to remain calm and welcoming as he works with customers to resolve their concerns. -Extroversion -Agreeableness -Openness to experience -Emotional stability -Conscientiousness
Agreeableness
Kellen is analyzing organizational data to determine why the firm is experiencing abnormally high employee turnover. - Planning -Organizing -Leading -Controlling
Controlling
Qwin's firm pays above-market wages so that it can attract the best talent to the organization. -Ability-enhancing practice -Opportunity-enhancing practice -Motivation-enhancing practice
Ability-enhancing practices
Laszlo enjoys having the freedom to work on tasks at times of the day that are most convenient for him. -Skill variety -Task significance -Task identity -Feedback -Autonomy
Autonomy
"I'm going to buy a Ford to support the U.S. auto industry" is an example of which component of attitude? -Value -Affective -Cognitive -Behavioral
Behavioral
1. After reviewing a few of his tasks, Luciana tells her new assistant "next time I need something done well I'm going to give it to you!" - Behavioral component of attitudes -Cognitive component of attitudes -Affective component of attitudes
Behavioral
You make a choice for how to get things like food or water. -Unfulfilled need -Behaviors -Rewards -Motivation -Feedback
Behaviors
Laetitia has had great success in advancing her career because she is able to see how things fit together throughout the company. -Technical skills -Human skills -Conceptual skills
Conceptual skills
Mariana is your company's head of governmental reporting. It is critical that her reports be submitted on time and accurately, otherwise the company could face stiff penalties. -Extroversion -Agreeableness -Openness to experience -Emotional stability -Conscientiousness
Conscientiousness
Employees are motivated at their jobs because they are given a lot of discretion about how to do their work, and their supervisor doesn't micromanage them. - Deci and Ryan's Self-Determination Theory -Maslow's Hierarchy of Needs -McClelland's Acquired Needs Theory -Herzberg's Two-Factor Theory
Deci and Ryan's Self-Determination Theory
1. How fair is the salary I received this year? -Distributive justice -Interactional justice -Procedural justice
Distributive
Ravi, a supervisor, is known by his managers to be sharp in his decisions and has a good track record of meeting his goals. Ravi is a(n) ________ manager. -Mentoring -Visionary -Effective -Efficient
Effective
3. Indicates the extent to which you tend to be relaxed, secure, unworried, and less likely to experience negative emotions -Self-esteem -Self-efficacy -Emotional stability -Locus of control
Emotional stability
Xiuying is the head of security. It is important that she keep her cool during very tense situations, otherwise your employees and your company could face serious consequences. -Extroversion -Agreeableness -Openness to experience -Emotional stability -Conscientiousness
Emotional stability
1. You received a $100 gift card to your favorite restaurant after being named employee of the quarter. -Extrinsic reward -Intrinsic reward
Extrinsic
Kalisha is part of the sales force. She is friendly and outgoing, and she consistently is your top sales person. -Extroversion -Agreeableness -Openness to experience -Emotional stability -Conscientiousness
Extroversion
Members aren't very trusting of one another; they are spending time assessing what their contribution will be to this particular group as this is currently unclear. -Norming -Storming -Adjourning -Forming -Performing
Forming
Lower-level needs, related to working conditions
Hygiene factors
Zeb met with five potential new assistants over the course of the last week. He couldn't explain why, but he knew he had a great feeling about three of them and didn't care for the other two. One of Zeb's coworker's pointed out that the three he liked shared Zeb's gender and race, and the two he didn't care for did not. -Stereotyping -Recency Effect -Causal Attribution -Halo Effect -Implicit Bias
Implicit Bias
Hadya sees that her boss has been working behind a closed door all week. This is atypical because his door is usually open. Hadya wonders if her boss is avoiding the employees on purpose because he has something negative to tell them. -Storing in memory -Retrieving from memory to make judgements and decisions -Interpretation and evaluation -Selective attention
Interpretation and evaluation
6. Catalina knows that she will receive a huge year-end bonus if she meets her sales goals. -Expectancy -Valence -Instrumentality
Instrumentality
3. Minh is usually in the background as a passive audience member. -Task role -Maintenance role
Maintenance role
Ganesa's company implemented a formal performance evaluation system that allows managers to observe employees' performance throughout the year and then use the information they gather to score employees and determine promotion decisions. -Ability-enhancing practice -Opportunity-enhancing practice -Motivation-enhancing practice
Motivation-enhancing practice
Employee monthly salaries -Esteem need -Physiological need -Love need -Self-actualization need -Safety need
Physiological need
Company-provided benefits such as health insurance and pension plans -Esteem need -Physiological need -Love need -Self-actualization need -Safety need
Safety need
Eliyahu is responsible for several important steps in the production process and enjoys seeing how his work contributes to a final product. -Skill variety -Task significance -Task identity -Feedback -Autonomy
Task identity
The extent to which a job requires a worker to perform all the tasks needed to complete the job from beginning to end -Task identity -Skill variety -Feedback -Autonomy -Task significance
Task identity
1. Clarence suggests new ideas for the group to look into. -Task role -Maintenance role
Task role
2. Quinton feels a sense of pride in their work because they know they are making a positive difference in the world. -Skill variety -Task significance -Task identity -Feedback -Autonomy
Task significance
As a team manager, Leia makes a point to avoid speaking unkindly of team members to other team members, and she always sticks up for team members who are being treated unfairly. -Collaboration -Performance goals and feedback -Trust -Roles -Norms -Effective team processes -Team composition -Motivation through mutual accountability and interdependence
Trust
1. To prevent everyone from passively agreeing with each other in quarterly department meetings, one person will now be required to openly point out all the possible things that could go wrong with each new project. -Use programmed conflict -Spur competition among employees -Bring in outsiders for new perspectives -Change the organization's culture and procedures
Use programmed conflict
3. At this time in his life, Mateo would rather have more time off than he would a bonus check. -Expectancy -Valence -Instrumentality
Valence
Because of her training, Cicely was able to analyze her company's cost structure and make specific suggestions to bring it in line with their competitors in a very short period of time after she was hired. -Technical skills -Human skills -Conceptual skills
Technical skills
Sebastian was never aware of any racial discrimination happening in his workplace. However, a few months ago Sebastian felt strongly that he was the victim of racial discrimination at work, and now he notices it happening to others in the office as well. -Storing in memory -Retrieving from memory to make judgements and decisions -Interpretation and evaluation -Selective attention
Selective attentioon
2. Your belief about your chances of successfully accomplishing a specific task -Self-esteem -Self-efficacy -Emotional stability -Locus of control
Self-efficacy
Alexus knew the man she just interviewed for her department would be a good employee with a good work ethic—he got along well with everyone, the interview went well, plus he went to her alma mater! -Stereotyping -Recency Effect -Causal Attribution -Halo Effect -Implicit Bias
Stereotyping
Connor doesn't normally remember the details of each meeting in his department, but he won't likely forget last week's meeting because of a very heated exchange he had with a coworker. -Storing in memory -Retrieving from memory to make judgements and decisions -Interpretation and evaluation -Selective attention
Storing in memory
When Hector's students handed in their work late, he knew they had been out partying and this was why they didn't do their work on time. -Stereotyping -Recency Effect -Causal Attribution -Halo Effect -Implicit Bias
Causal attribution
Selena holds a 15-minute informal chat session at the end of each team meeting where all team members are expected to express the things that are bothering them, issues they are having with team members, etc. -Collaboration -Performance goals and feedback -Trust -Roles -Norms -Effective team processes -Team composition -Motivation through mutual accountability and interdependence
Effective team processes
The extent to which workers receive clear, direct information about how well they are performing the job -Task identity -Skill variety -Feedback -Autonomy -Task significance
Feedback
3. Araceli loves digging into a challenging assignment at work. - Behavioral component of attitudes -Cognitive component of attitudes -Affective component of attitudes
Affective
Lauryl is a server in a restaurant, and you are the assistant manager in charge of making the weekly schedule. Lauryl complains to you that she isn't happy about the hours she has been assigned to work this week. You agree to trade two shifts with her this week. You don't have much going on outside of work this week, and one day in the future you may need a favor from her. -Integrating -Compromising -Dominating -Obliging -Avoiding
Obliging
