OB exam 1

Which of the following contributes least to employee engagement in North America? the organization's reputation recognition communication Incorrect pay Correct career opportunities

pay

recognition of objects is one of the major functions of the

perception process

onboarding

programs help employees to integrate, assimilate, and transition to new jobs by making them familiar with corporate policies, procedures, culture, and politics by clarifying work-role expectations and responsibilities

Nick is the Director of Human Resources at International Intelligence Systems. Nick is trying to address the needs of non-managerial employees at the organization and is narrowing down what outcomes motivate employees in general. Based on the self-assessment, which of the following outcomes should be the highest priority for Nick to focus on?

provide employees with interesting work

cognitive dissonance

psychological discomfort experienced when simultaneously holding 2 or more conflicting cognitions (ideas, values, or emotions)

perceived organizational support

reflects the extent to which employees believe that the organization values their contributions and genuinely cares about their well-being

Soft Skills

relate to human interactions and include both interpersonal skills and personal attributes

locus of control

relatively stable personality characteristic that describes how much personal responsibility someone takes for their behavior and its consequences

psychological contracts

represent an individual's perception about the terms and conditions of a reciprocal exchange between him or herself and another party

Luke is a nurse at Trinity Hospital. Luke is very collegial, and always asks his colleagues and supervisor for advice, especially for feedback on his job performance. Based on the self-assessment, Luke would score high on which job crafting dimension?

seeking resources

affective

"I feel"

Pablo, the COO at Happy Travel Agency, read some posts on Facebook concerning employees who were bullied. Pablo would like to correct the situation. He should do all of the following EXCEPT: A) Consider what it is like to be bullied. B) Develop a workplace bullying policy. C) Send an email to all employees that names the employee being bullied and demand that it stops. D) Communicate the social media policy to all employees.

send an email to all employees

behavioral

"I intend"

cognitive

"I think"

The contingency approach to organizational behavior calls for all of the following EXCEPT: A. Relying on one best way to manage situations B. Using OB concepts and tools as situationally appropriate C. Using a pragmatic approach D. Not relying on simple common sense E. Being systematic and scientific

(A) Relying on one best way to manage situations

Integrating style of conflict-handling

*high concern for others and self *use when issue is complex *don't use when problem is simple

Ethical dilemmas

situations with two choices, neither of which resolves the situation in an ethically acceptable manner

Problem solving and critical thinking are ____ becuase they use logic and reasoning to develop and evaluate options

soft skills

Skills most desired by employers are __________ that can be obtained through the study of organizational behavior

soft skills

interactional perspective

states that behavior is a function of interdependent person and situation factors

A set of beliefs about the characteristics and attributes of a group

stereotype

value attainment

structure the job and its rewards to match employee values

Liu has a goal to work hard and eventually apply for a promotion at the Great Grain Company. Liu is most likely to exhibit positive emotions if:

the emotions are congruent with his goal

STRUCTURE AND RIGOR IN SOLVING PROBLEMS

-The person-situation distinction is a fundamental way to organize, understand, and apply OB concepts. -Person factors are the many characteristics that give individuals their unique identities. -Situation factors consist of all the elements outside ourselves that influence what we do, the way we do it, and the ultimate results of our actions. -Workplace behavior occurs at three levels individual, group or team, and organizational.

Steven wants to be sure there is no implicit cognition creating bias in his company's interviewing process. The best course of action is:

-To train all interviewers -To have more than one interviewer conducting interviews -To conduct the interviews virtually -To use a structured interview approach

4 steps of stereotyping (hint: C.I.E.M.)

1) Categorization 2) Inferences 3) Expectations 4) Maintenance

A manager observes an employee group engaging in stereotyping other groups as being all alike. what is likely happening? A) there are personality conflicts B) the group has become too cohesive C) the succumbed to the contact hypothesis

the group has become too cohesive

employee engagement

the harnessing of organizational members' selves to their work roles; where people employ and express themselves physically, cognitively, and emotionally during role performance

A problem is a gap between an actual and a desired situation.

true

Job satisfaction is not a unitary concept; a person may be satisfied with one aspect of his or her job and dissatisfied with one or more other aspects.

true

Johan believes that saving the earth is our most important responsibility. He will be strongly committed to an employer who issues hybrid cars to all sales people, emphasizes recycling, and supports volunteerism to clean up the local river.

true

Results published by the Association of American Colleges and Universities show business leaders generally find new employees to be deficiently prepared for their success in business

true

Situations and people are both dynamic—they change.

true

The "organizing framework" for understanding and applying OB is based on the systems approach

true

Unethical behavior erodes trust, and also negatively affects cooperation in organizations.

true

Schwartz's model suggests that values are important but have no direct effect on motivation. values may conflict with each other. Correct values are unstable. values are formed when we are in our early adulthood. we are always aware of our values and how they influence us.

values may conflict with each other.

Jason is working at Sushow Motors. The position, as originally described, involved conducting research with customers. Instead, Jason is answering phones and filing. He's very unhappy and thinks he should find another job. This thought process is

withdrawal cognitions

Kim lives and works in a small town, even though she prefers life in a bigger city. She is quite dissatisfied with her current job and is thinking of leaving the organization. She is worried, however, about her ability to find other employment that pays as well as her current job. Additionally, she is concerned about finding another organization that offers college tuition reimbursement. Based on this information, Kim is experiencing _________.

withdrawal cognitions

______ is an individual's overall thoughts and feelings about quitting.

withdrawal cognitions

4 types of reinforcement schedules

1. fixed ratio 2. variable ratio 3. fixed interval 4. variable interval

Four steps in stereotyping process

1.Categorization 2.Inferences 3.Expectation 4.Maintenance

stages of selective attention

1.selective attention comprehension 2.encodind and simplification 3.storage and retention 4.retrieval and response

Self-determination theory focuses on: A. three innate needs: competence, autonomy, and relatedness. B. extrinsic motivation. C. lower order needs. D. needs for power and affiliation. E. basic needs.

3 innate needs: competence, autonomy, and relatedness

Conciliation

A neutral third party informally acts as a communication conduit between disputing parties. This is appropriate when conflicting parties refuse to meet face to face. The immediate goal is to establish direct communication, with the broader aim of finding common ground and a constructive solution

peer review

A panel of trustworthy coworkers, selected for their ability to remain objective, hears both sides of a dispute in an informal and confidential meeting. Any decision by the review panel may or may not be binding, depending on the company's ADR policy. Membership on the peer review panel often is rotated among employees.

The components of attitudes include:

Affective, Cognitive, and Behavioral

The organizing framework for understanding and applying OB is based upon A. a systems approach. B. using person and environmental factors as inputs. C. processes including individual level, group or team level, and organizational level. D. outcomes organized into individual level, group or team level, and organizational level. E. All of these are correct

All are correct

Steven wants to be sure there is no implicit cognition creating bias in his company's interviewing process. The best course of action is to ___________ A. train all interviewers in the interview process. B. have more than one interviewer conducting interviews. C. conduct the interviews virtually. D. use a structured interview approach. E. All of the above.

All of the above

Which of the following statements is NOT accurate? A. Stereotypes can lead to poor decisions. B. All stereotypes are negative. C. Stereotypes are used during the encoding process of perception. D. Quality interpersonal contact among mixed groups may reduce the use of stereotypes. E. Some people have negative stereotypes about older individuals.

All stereotypes are negative

Charlie Sheen was terminated from his job and believed the reason was his boss did not like him and his hard work was not appreciated. Charlie likely has: A. high emotional stability. B. an internal locus of control. C. low self-efficacy. D. an external locus of control. E. low self-esteem

An external locus of Control

intelligence

An individual's capacity for constructive thinking, reasoning, and problem solving

4 examples of personal attributes

Attitude, personality, teamwork, leadership

Jorge would like to increase intrinsic motivation by giving his employees independence and discretion in certain aspects of their job. According to the job characteristics model, which core job dimension is he using? A. task identity B. task significance C. autonomy D. feedback E. skill variety

Autonomy

All of the following are accurate about stereotypes EXCEPT: A.Stereotypes can lead to poor decisions B.All stereotypes are negative C.Stereotypes are used during the encoding process of perception D.Quality interpersonal contact among mixed groups may reduce the use of stereotypes E.Some people have negative stereotypes about older individuals

B - not all stereotypes are negative

According to research, the relationship between job performance and job satisfaction is best summarized by which of the following statements?

Both variables indirectly influence each other.

E. OCB

Catherine is walking through the employee parking lot on her way to her office. She notices someone left an empty fast food bag in the parking lot. Catherine goes out of her way to pick it up and dispose of it. What behavior is Catherine exhibiting? A. Psychological contract B. Green behavior C. Withdrawal cognitions D. CWB E. OCB

Organizational behavior attempts to overcome limits of using ______________. Does not settle for traditional options if another solution is better Based on systematic science-based approach which makes users more attractive to potential employers and more effective employees

Common sense

Unethical behavior reduces... (3)

Cooperation Loyalty Performance

Equity model

David, an accountant with Brighter Future Corporation, is experiencing job dissatisfaction due to comparing how hard he works and how much he gets paid versus his perception of a co-worker's effort and reward. David's dissatisfaction can be explained by: A. Disposition/genetic components model B. Equity model C. Need fulfillment model D. Value attainment model E. Met expectations model

___ is the first step on the three step journey (or approach) of the Organizing Framework

Defining the problem

3 components of motivation (hint: DPI)

Direction, Persistence, and Intensity

reasons other than performance or factors related to the job itself

Discrimination

In some cases, coworkers or friends remain satisfied in situations where others always seem dissatisfied.This is a reflection of the _____ model.

Dispositional /Genetic

Maria is a manager for Charleston's. Maria would like to improve job satisfaction for her employees. She can accomplish this by implementing different policies dealing with ____________ A. personality. B. intelligence. C. cognitive ability. D. emotions and attitudes. E. All of the above.

Emotions and Attitudes

______ is the harnessing of organization member's selves to their work roles

Employee Engagement

Research shows that when an organization breaches a psychological contract

Employees are likely to be less committed and satisfied and more likely to quit and their performance is likely to be lower

Maria focuses on community volunteerism, while Anna focuses on getting a promotion at work. _____ are represented by Maria's and Anna's focuses.

Endpoints of one of the dimensions of values

variable-ratio schedule

Example: slot machines Advantage: Strong motivator Disadvantage: Some desired behaviors will not be rewarded

"Individual differences" is a narrow category only used to describe the "Big Five" personality attributes.

False

A manager who displays independence of thought, action, and feelings is demonstrating Schwartz's value of conservation.

False

Intelligence cannot be modified or altered

False

Job involvement represents the extent to which an individual is personally involved with his or her work role. This has nothing to do with job satisfaction.

False

Job satisfaction has a negative association with OCB and a positive relationship with CWB

False

Julia wants to use positive reinforcement and decides to pay bonuses to her employees when a new customer contract is signed. Which type of reinforcement is Julia is using? A. fixed ratio B. variable ratio C. fixed interval D. variable interval E. just-in-time

Fixed ratio

Megan was hurt at work. Megan's manager concluded that Megan was careless and clumsy. Megan's manager may have committed an error called ________ error. A. fundamental attribution B. ultimate perception C. stereotyping D. self-serving bias E. internal cognition

Fundamental Attribution

Megan was hurt at work. Megan's manager concluded that Megan was careless and clumsy. Megan's manager may have committed an error called:

Fundamental attribution error -the manager is assuming it was Megan's fault

Productive potential of an individual's knowledge, skills, and experiences

Human capital

internal locus of control

I make things happen, look what I can do, I can determine my future

Unethical is not the same as...

Illegal

___________ are the key links between ___________ in Ajzen's Theory of Planned Behavior.

Intentions; attitudes and planned behavior

Which of the following is MOST IMPORTANT when using OB to solve problems? A. person factors B. interdependence of person factors and environmental characteristics C. environmental characteristics D. interdependence of person factors and changes on a group or team level E. independence of person factors and environmental characteristics

Interdependence of person factors and environmental characteristics

The potential to understand, connect with, and effectively work with others is ______ intelligence.

Interpersonal

Which one of these is NOT true about defining a problem? A. Managers usually do not spend enough time on defining the problem. B. It is advisable to skip this stop and proceed to making recommendations. C. After defining the problem, OB concepts or theories can be used to solve the problem. D. People often make assumptions. E. Once problems are defined, OB knowledge can produce better performance for an organization

It is advisable to skip this stop and proceed to making recommendations.

Employers that invest in employees' human capital may realize all of these benefits EXCEPT: A. Lower employee turnover B. Improved financial outcomes C. The potential to give an organization a competitive advantage D. Increased skills and knowledge E. Employees having more friends and better relationships at work

(E) Employees having more friends and better relationships at work

Obliging style of conflict-handling

*high concern for others, low concern for self *use when you believe you may be wrong *don't use when issue is important to you

Avoiding style of conflict-handling

*low concern for others and self *use when issue is trivial or cooling off is needed *don't use when issue is important to you

Dominating style of conflict-handling

*low concern for others, high concern for self *use when issue is trivial or quick decision needed *don't use when issue is complex

Compromising style of conflict-handling

*moderate concern for others and self *use when goals of parties are mutually exclusive *don't use when problem is complex and needs problem solving approach

APPLYING OB TO SOLVING PROBLEMS

-A problem is a difference or gap between a current and a desired outcome or state. -Problem solving is a systematic means for closing such differences or gaps. -The 3-Step Problem Solving Approach defines the problem, uses OB concepts and theories to understand the causes of the problem, and makes recommendations and action plans to solve the problem.

RIGHT VS. WRONG-ETHICS AND MY PERFORMANC

-Ethics is concerned with behavior—right, wrong, and the many shades of gray in between. Unethical behavior thus has many forms and causes. -The vast majority of unethical conduct at work is not illegal. -Unethical conduct negatively affects the individual targets, the perpetrators, coworkers, and entire organizations. -Employees often encounter ethical dilemmas, or situations in which none of the potential solutions are ethically acceptable. -Whistle-blowers are rarely protected and often suffer substantial emotional and professional costs.

THE VALUE OF OB TO MY JOB AND CAREER

-OB is an interdisciplinary and applied field that involves managing the behaviors of individuals, groups/teams, and organizations. -The practical benefits of OB are based on the contingency approach, which says that the best or most effective approach requires us to apply the knowledge and tools appropriate to a given situation, rather than relying on one best way across all situations. -Self-awareness is critically important to both applying the contingency approach and achieving short- and long-term success at work and school. -OB helps you enhance your attractiveness to employers, who want employees with both hard and soft skills. -OB is far more than common sense. Common sense has limits and inherent pitfalls that OB knowledge and tools help you avoid and overcome.

Applied Approaches to Selecting a Solution

-Resolving problems is arguably the most common action managers take and simply means choosing a satisfactory solution, one that works but is less than ideal. Putting on a "doughnut" or temporary spare tire fixes a flat, but it certainly is not ideal and is unlikely to last. -Solving problems is the optimal or ideal response. For instance, you could buy a new, high-quality, full-size spare to keep in your trunk (not the typical doughnut or the "run-flats" that manufacturers frequently provide). -Dissolving problems requires changing or eliminating the situation in which the problem occurs. Keeping with our example, the city you live in could build and utilize effective public transportation and thus remove the necessity of having cars (and tires) altogether. ***After deciding whether to resolve, solve, or dissolve your identified problem, you need to select the most effective solution

PREVIEW AND APPLICATION OF WHAT YOU WILL LEARN

-The 3-Step Problem-Solving Approach is a simple and effective way to apply your growing knowledge of OB concepts and tools. -The fully populated Organizing Framework is an excellent preview of the breadth, depth, and practical knowledge you will gain during this course. -A hypothetical scenario illustrates how rigorous and structured problem solving generates greater accuracy and success.

THE ORGANIZING FRAMEWORK FOR UNDERSTANDING AND APPLYING OB

-The Organizing Framework is a tool that helps you to organize, understand, and apply your knowledge to solve problems. -The systems approach—inputs, processes, outcomes—is the basis of the Organizing Framework. Person and environment factors are inputs, and the processes and outcomes are organized into individual, group/team, and organizational levels. -The Organizing Framework is extremely valuable when applied to the 3-Step Problem-Solving Approach. It helps you define problems, identify their causes, and generate recommendations.

three common elements that will help you qualify the best solution:

1)Selection criteria. Identify the criteria for the decision you must make, such as its effect on: -Bottom-line profits. -You and classmates or coworkers. -Your organization's reputation with customers or the community. -Your own values. -The ethical implications. 2)Consequences. Consider the consequences of each alternative, especially trade-offs between the pros and the cons, such as: -Who wins and who loses. -Ideal vs. practical options. -Perfection vs. excellence. -Superior vs. satisfactory results. 3)Choice process. Decide who will participate in choosing the solution. (If more than one person, agree on the method. Will you vote? Will the vote be public or secret? Unanimous or simple majority?): -You -Third party -Team

Three-Step approach to problem solving

1. Define the problem 2. Identify organizational behavior concepts to solve the problem 3. Make recommendations and take action

Flextime

A schedule that allows workers to choose work hours that fit their particular needs rather than the typical 9 to 5.

Facilitation

A third party, usually a manager, informally urges disputing parties to deal directly with each other in a positive and constructive manner.

Mediation

A trained, third-party neutral who actively guides the disputing parties in exploring innovative solutions to the conflict. Although some companies have in-house mediators who have received ADR training, most also use external mediators who have no ties to the company. Unlike an arbitrator, a mediator does NOT render a decision.

3 criteria that determine which employee is promoted? All learned from knowledge of organizational behavior

Ability to manage people Strong team skills Ability to build and manage relationships

Values represent beliefs that influence behaviors _______; attitudes relate to behavior _________

Across all situations; Toward specific targets

3 examples of interpersonal skills

Active listening, positive attitudes, effective communication

Human capital is the productive potential of an individual's... (3)

Knowledge Skills Experiences

Arbitrator

Neutral third party usually from outside the company renders a decision after a formal court-like setting, often complete with evidence and witnesses.

Extinction

No contingent consequence (ignoring behavior) in order to decrease undesired behavior

______ is the extent to which an individual identifies with an organization and commits to its goals

Organizational Commitment

Juan is trying to learn how to use advanced spreadsheet features. He is not getting the correct answers but he keeps trying. What is Juan exhibiting? A. direction B. extrinsic motivation C. persistence D. attention to detail E. emotional Intelligence

Persistence

Behavior is a function of interdependent ___________ factors (2)

Person and environmental

interpersonal

Potential to understand and connect and effectively work with people

intrapersonal

Potential to understand and regulate oneself

A difference or gap between an actual and desired situation. Arises when goals are not being met

Problem

Claire works for Content Consultants. She telecommutes and has great flexibility in her work schedule. In return, Content Consultants expects to have satisfied clients who hire them again. Claire receives consistently high evaluations. Despite that, the company now wants her to work out of the main office. Claire feels that Content Consultants has breached a(n)

Psychological Contract

Donna works as a project manager for a major consumer products firm. She works with beliefs, perceptions, and informal obligations about what she is entitled to receive in return for what she provides to the organization. Janice's beliefs represent a(n)

Psychological contract

Social capital is the productive potential resulting from... (4)

Relationships Trust Good will Cooperative effort

Portable skills

Relevant in every job, at every level, and throughout your career

The concept of contingency approach to OB calls for all of the following EXCEPT: A. relying on one best way to manage situations. B. using OB concepts and tools as situationally appropriate. C. using a pragmatic approach. D. not relying on simple common sense. E. being systematic and scientific.

Relying on ONE best way to manage situations

Alternative Dispute Resolution (ADR)

Resolution that uses faster, more user-friendly methods of dispute resolution, instead of traditional, adversarial approaches such as litigation

Discretionary individual behavior that promotes the effective functioning of the organization is called organizational citizenship behavior. ______ is an example of OCB

Respecting the spirit as well as the letter of housekeeping rules

4 considerations made when selecting the most effective solution in the integrative framework of problem solving

Selection criteria Consequences Choice process Necessary resources

Trevor is an overachiever. His brother calls him ambitious and power hungry. Trevor exemplifies the _______ dimension.

Self-Enhancement

Halo

Tendency to form an overall impression about a person or object and then use that impression to bias ratings about same. Ex: rating a likable employee highly on all dimensions because they're likable

practical intelligence

The ability to solve everyday problems by utilizing knowledge gained from experience in order to purposefully adapt to, shape, and select environments

True

The basic idea of POS is that people are willing to work hard and commit to their organizations when they believe that the organization truly cares about their best interests.

false

The commonsense approach is about knowing which OB tools to use and under what circumstances.

Liu has a goal to work hard and eventually apply for a promotion at the Stillwater Designs. Liu is most likely to exhibit positive emotions if: A. the emotions are congruent with his goal. B. he has emotional intelligence. C. the emotions are incongruent with his goal. D. he feels inadequate. E. he had a bad experience being promoted at his former company.

The emotions are congruent with his goal

false

The two basic dimensions of Schwartz's value theory are self-enhancement/self-transcendence and ethical/unethical.

McGregor's Theory X and Theory Y

Theory X - the assumption that employees dislike work, are lazy, avoid responsibility, and must be coerced to perform. Theory Y - the assumption that employees are creative, enjoy work, seek responsibility, and can exercise self-direction.

Leniency

To consistently evaluate other people or objects in an extremely positive fashion.

Increasing the autonomy of a person's job is one effective way to increase that person's self-efficacy.

True

One cause of the increase in intelligence observed in developed countries is better nutrition.

True

People with an external locus of control generally earn lower salaries than those with an internal locus of control.

True

Research has found that some aspects of an individual's disposition are significantly associated with some aspects of job satisfaction, such as having autonomy or receipt of rewards

True

The potential to learn and use spoken and written languages is known as linguistic intelligence.

True

Schwartz's model suggest that

Values may conflict with each other

Jason is working at Sushaw Motors. The position, as originally described, involved conducting research with customers. Instead, Jason is answering phones and filing. He is very unhappy and thinks he should find another job. This thought process is

Withdraw Cognitions

both voluntary and mandatory programs are associated with

affirmative action

job satisfaction

an affective or emotional response toward various facets of one's job; the extent to which an individual likes his or her job

People with __________ often see the causes of events in their lives as due to luck or other environmental factors.

an external locus of control

Person factors

are the infinite characteristics that give individuals their unique identities.

Hard Skills

are the technical expertise and knowledge required to do a particular task or job function, such as financial analysis, accounting, or operations.

leads to people to ignore important environmental factors that often affect behavior

attribution bias

The head of ABC Company announced that the company was going to start a project on weekends that would teach self-defense techniques to underprivileged kids in the neighborhood. Thomas decided to register himself for the project, as he was a trained kick-boxer. This action of Thomas reflects the __________ component of his attitude.

behavioral

The head of ABC Company announces that the company is going to start a weekend project teaching self-defense techniques to underprivileged kids in the neighborhood. Thomas decides to register for the project, as he is a trained kickboxer. This action of Thomas reflects the __________ component of his attitude.

behavioral

You are unlikely to say anything to someone smoking in the nonsmoking section of a restaurant if you have no intention of confronting the smoker. Your intention reflects the __________ component of your attitude toward people smoking in restaurants.

behavioral

existence of implicit cognition leads to people making ____ decisions

biased

individual differences

broad category used to collectively describe the vast number of attributes that describe a person

the self-transcendence part of Schwartz's model is composed of: a) security and conformity b) Self-direction and stimulation c) Universalism and benevolence d) Power and achievement e) Achievement and hedonism

c

which is a better predictor of conflict resolution, conflict state or conflict process?

conflict process

conflict state vs conflict process

conflict state is our assessment of the disagreement. conflict process describes our interactions aimed at working through the disagreement

punishment (response cost)

contingent withdrawal of pleasing stimulus in order to decrease undesired behavior

Juliet often takes office supplies home for her personal use. This is an example of:

cwb

organizational behavior

describes an interdisciplinary field dedicated to understanding and managing people at work

Maria is a manager for Greens and Grits. Maria would like to improve job satisfaction for her employees. She can accomplish this by implementing different policies dealing with:

emotions and attitudes

________ is the harnessing of organization members' selves to their work roles.

employee engagement

People with very high levels of emotional stability __________ than people with moderate emotional stability.

end to perform fewer OCBs

One of the top five drivers of employee engagement for organizations in North America is pay.

false

Our tendency to overlook the unethical behavior of another when it's in our interest to remain ignorant is called "the slippery slope."

false

The interactional perspective states that behavior is a function of individual, group, and organizational factors

false

There is only one model of the causes of job satisfaction.

false

one's tendency to attribute another person's behavior to his or her personal characteristics as opposed to situational factors

fundamental attribution bias

Ethics

guides behavior by identifying right, wrong, and the many shades of gray in between -Employees are confronted with ethical challenges at all levels of organizations and throughout their careers. -Unethical behavior damages relationships, erodes trust, and thus makes it difficult to influence others and conduct business. -Unethical behavior also reduces cooperation, loyalty, and contribution, which hurts the performance of individuals, teams, and organizations.

A person who ___________ is relatively unconstrained by situational forces and effects environmental change.

has a proactive personality

Which of the following is not an element of emotional intelligence?

intrapersonal intelligence

performance, job satisfaction

managers have more influence on relatively flexible IDs that influence individual-level work outcomes

equity

monitor employees' perceptions of fairness and interact with them so they feel fairly treated

Sandra manages the marketing department for the Greener Grass Corporation. In an effort to increase employee engagement, Sandra could try all the following EXCEPT: A. Redesign jobs so that workers have variety and feedback. B. Take a class to learn how to be a charismatic leader. C. Try to limit the stressors in the workplace. D. As staff leave, replace them with new hires who score high in pessimism on a personality test. E. Provide recognition to employees who perform well

As staff leave, replace them with new hires who score high in pessimism on a personality test

Lack of objectivity

Common sense can be overly subjective and lack a basis in science. In such cases we are not always able to explain or justify our reasoning to others, which is a sign that common sense lacks objectivity.

Overreliance on hindsight

Common sense works best in well-known or stable situations with predictable outcomes—what worked before should work again. But modern business situations are complex and uncertain and require adapting to change. Common sense is especially weak in responding to the unknown or unexpected. And because it focuses on the past, common sense lacks vision for the future.

______ is defined by restraint of actions, inclinations, and impulses likely to upset or harm others and violate social expectations or norms.

Conformity

Martha would like to hire employees who will be strong performers in her organization. Which of the Big Five personality dimensions should she try to make sure the new employees score high on? A. extraversion B. agreeableness C. conscientiousness D. emotional stability E. openness to experience

Conscientiousness

Vroom's Expectancy Theory

Consists of three elements: 1) Expectancy - expectation of what one can perform 2) Instrumentality - what will the reward be if performance is successful 3) Valence - how much is said reward valued

Organizational behavior is based on a ________________, that the best course of action depends on the interplay of person and environment factors. There is no "one right way"

Contingency perspective

Mark marches to the beat of his own drummer, while Simon plans on following in his fathers footsteps. Mark is open to change, while Simon embraces

Conversation

Samuel values his tradition and conformity. Not surprisingly, family time is very important to him. His employer, Stillman & Sons, expects him to work on holidays. Stillman & Sons and Samuel do not share the values of

Conversation

As demonstrated by research, ______ is positively related to organizational citizenship behavior

Counterproductive Work Behavior

FOUR SKILLS MOST DESIRED BY EMPLOYERS

Critical thinking Problem solving Judgment and decision making Active listening

As Jasmine got to know Mary, a co-worker of a different ethnicity, Jasmine was surprised to learn how much she actually had in common with Mary such as loving to hike and choice of religion. Jasmine was experiencing which layer of diversity?

Deep-level Characteristics

People and environments are ____________; people change, situations change, and they both change each other

Dynamic

Kiki is a manager of a small boutique gift store. She only has twoemployees, Tim and Sandra. Tim is a part-time student and is happy with the amount of work he has at the store. Sandra works full-time, but seems to be less interested and increasingly remote at work. Kiki asks Sandra if anything is wrong, and Sandra saysshe is bored and thinking of leaving.Kiki knows that Sandra paints as a hobby and suggests that she might want to take over the store and window displays. Sandra is really excited about the opportunity. This is an example of a manager who is

Enhancing the Employees Job Satisfaction

David, an accountant with Brighter Future Corporation, is experiencing job dissatisfaction due to comparing how hard he works and how much he gets paid versus his perception of a coworker's effort and reward. David's dissatisfaction can be explained by ______ model. A. disposition/genetic components B. equity C. need fulfillment D. value attainment E. met expectations

Equity

The idea underlying the _____ model is that satisfaction is tied on how fairly an individual is treated at work

Equity

Waco Company monitors employees' perceptions of fairness by quarterly surveys and occasional focus groups. Management is following the _____ model.

Equity

fixed-interval schedule

Example: Paychecks Advantage: Clear link between behavior and reward. less costly than fixed ratio. Disadvantage: Inconsistent motivator. Most effort occurs near reinforcer

variable-interval schedule

Example: Random praise from supervisor Advantage: Consistent and strong motivator. least costly schedule. little monitoring Disadvantage: Some desired behaviors not reinforced.

fixed-ratio schedule

Example: piece-rate pay Advantage: Clear and predictable link between behavior and reinforcer Disadvantage: costly. reinforcer loses effect over time

Managers can have great impact on fixed individual differences.

False

OB concepts and theories can be classified into three broad categories: person factors, group characteristics and environmental characteristics

False

Organizational commitment exists to the degree that the person is satisfied with his or her job.

False

Research has shown that despite the assumption many managers make, proactivity is unrelated to work performance.

False

Sadia is a customer service specialist at Savings Bank. Sadia is always looking for more challenging work. She asks the branch manager for more tasks if she completes her work, and is always trying to see what else she can do at the branch so the team can make their quarterly sales numbers. Based on the self-assessment, Sadia would score high on the seeking resources dimension of job crafting

False

Soft skills are job specific; they are useful only in certain jobs.

False

T/F: When an employee's skills are lacking it is better to set performance goals first to target a specific end result and then set learning goals to allow for the skill to be acquired

False

There is only one best way to manage people, teams, or organizations. A particular managements practice that worked today will work tomorrow. This is called the contingency approach

False

Values tend to vary across generations because they are influenced by events in childhood and youth. For example, some parents lived through the Depression, and this experience led them to be risk takers in terms of their investments

False

Job satisfaction across the U.S has gone up according to a national survey conducted by the society for HR management. The top 3 facets of satisfaction include

Feeling safe at work, Having good relationship with coworkers, and Having a good relationship with your supervisor

Big Bucks Bank is located in a city with a growing Latino population. Jane, the CEO of BBB, believes in the access-legitimacy perspective. Jane will do which of the following?

Hire employees to match the diversity in the population

Big Bucks Bank is located in a city with a growing Latino population. Jane, the CEO, believes in the access-legitimacy perspective. Jane will do which of the following? A. Hire employees to match the diversity in the population. B. Offer Latino food every Friday. C. Offer international travel services. D. Support the local university's Spanish department. E. All of the above

Hire employees to match the diversity in the population

Which of the following statement about ethics is NOT true? A. Ethical dilemmas occur when neither of two choices ethically resolves a situation. B. Most people working in organizations are good people with good intentions. C. If something is unethical it is also illegal. D. Our conduct is shaped by our environment. E. Reward systems can cause unethical behavior

If something is unethical it is also illegal

3 levels of problem solving processes and outcomes

Individual Group/team Organization

The integrative framework for understanding and applying organization behavior uses a systems approach of... (3)

Inputs, processes, and outputs

Organizing Framework for Understanding and Applying OB

Inputs: -personal factors -situation factors Processes: -individual area -grp/team level -organizational level Outcomes: -individual area -grp/team level -organizational level

Jane believes if she works hard and takes an online class she will receive a promotion. What element of motivation does this represent? A. justice theory B. equity theory C. instrumentality D. valence E. expectancy

Instrumentality

Active listening, positive attitudes, effective communication are examples of what type of soft skills?

Interpersonal skills

Jose is already volunteering at the animal shelter.

Jose is considering volunteering to help his company with its annual food drive. Which of the following is NOT an indicator of whether he will do so? A. Jose thinks the food bank is a great way to help his community. B. Jose is already volunteering at the animal shelter. C. Jose's boss expects him to volunteer. D. Jose's company gives employees a day off to volunteer. E. The food bank is located close to Jose's home.

José is considering volunteering to help his company with its annual food drive. Which of the following is NOT an indicator of whether he will do so? A. José thinks the food bank is a great way to help his community. B. José is already volunteering at the animal shelter. C. José's boss expects him to volunteer. D. José's company gives employees a day off to volunteer. E. The food bank is located close to José's home.

José is already volunteering at the animal shelter

Janice is evaluating the employees in her department. She does not want to hurt anyone's feelings and decides to rate all her employees high on all performance dimensions. What error is Janice making? A. Halo B. Contrast Effects C. Central Tendency D. Recency Effects E. Leniency

Leniency

D. Emotions and attitudes

Maria is a manager for Greens and Grits. Maria would like to improve job satisfaction for her employees. She can accomplish this by implementing different policies dealing with: A. Personality B. Intelligence C. Cognitive ability D. Emotions and attitudes E. All of the above

Carlos works at Tyner Construction Company as an assistant manager. His manager assured him that if his projects came in on time and under budget, he would be promoted within a year. At 9 months, Carlos is promoted to project manager. This would be an example of

Met Expectations

Mike Baxter does not score particularly well on standard IQ tests yet he has a unique ability to deal with complex interpersonal situations. What would explain this phenomenon? A. practical intelligence B. multiple intelligences C. reasoning ability D. emotions and attitude E. gender

Multiple Intelligences

________ are physiological or psychological deficiencies that arouse behavior.

Need Satisfaction

Catherine is walking through the employee parking lot on her way to her office. She notices someone left an empty fast-food bag in the parking lot. Catherine goes out of her way to pick it up and dispose of it. What behavior is Catherine exhibiting? A. psychological contract B. green behavior C. withdrawal cognitions D. CWB E. OCB

OCB (Organizational Citizenship Behavior)

Elaine often volunteers to help others when they run into problems with their projects. She is very positive, always on time, and never calls in sick. Exhibiting _____ is likely to create positive impressions among Elaine's colleagues and manager

OCB: Organizational Citizenship Behavior

Scottie Pet Food Company appointed an employee who is widely respected and trusted by his coworkers to hear grievances and arrange a solution. What is this form of ADR called? A. Arbitration B. Peer review C. Facilitation D. Ombudsman E. Conciliation

Ombudsman

Letitia reports to work at Apex Inc. This is her first day. HR tells her to report to a conference room so that she can review the company's mission statement policies, go over her job description, and learn more about the technology system in use. This type of experience is an ______ program

Onboarding

An interdisciplinary field dedicated to understanding and managing people at work

Organizational behavior

______ is the extent to which an individual identifies with an organization and commits to its goals.

Organizational commitment

________ is the extent to which an individual identifies with an organization and commits to its goals.

Organizational commitment

When Daniel's daughter got seriously ill, his boss Kyle and fellow employees went to the HR department and arranged to donate some of their sick leave to him so he could spend more time with his family. Daniel is most likely to be experiencing

PISSED

Lack of rigor

People comfortable with common-sense responses may not apply the effort required to appropriately analyze and solve problems. If you lack rigor, then you are unlikely to define the problem accurately, identify the true causes, or recommend the right courses of action.

Attitude, personality, teamwork, leadership are examples of what type of soft skills?

Personal attributes

2 types of soft skills

Personal attributes Interpersonal skills

Michael wants to make sure the feedback he provides to his employees is perceived correctly. Which of the following should Michael NOT do? A. Be aware of the fundamental attribution error and try not to commit it. B. Provide feedback that is irrelevant to the person's career. C. Make sure the system is perceived as fair. D. Make sure goals established are challenging and attainable. E. Deliver feedback as close as possible to when the behavior was performed.

Provide feedback that is irrelevant to the person's career

true

Results published by the Association of American Colleges and Universities show business leaders generally find new employees to be deficiently prepared for their success in business

Which of the following is not a suggestion for managers who want to reduce voluntary turnover?

Reward all employees equally

As staff leave, replace them with new hires who score high in pessimism on a personality test.

Sandra manages the Marketing Department for the Greener Grass Corporation. In an effort to increase employee engagement, Sandra could try all the following EXCEPT: A. Redesign jobs so that workers have variety and feedback. B. Take a class to learn how to be a charismatic leader. C. Try to limit the stressors in the workplace. D. As staff leave, replace them with new hires who score high in pessimism on a personality test. E. Provide recognition to employees who perform well.

Productive potential resulting from relationships, good will, trust, and cooperative effort

Social capital

Ombudsman

Someone who works for the organization, and is widely respected and trusted by his or her coworkers, hears grievances on a confidential basis and attempts to arrange a solution. This approach, more common in Europe than North America, permits someone to get help from above without relying on the formal hierarchy chain.

Here are the three steps in our applied approach to problem solving.

Step 1: Define the problem. Step 2: Identify potential causes using OB concepts and theories. Step 3: Make recommendations and (if appropriate) take action.

2 criteria that determine which applicant is hired

Technical skills Ability to get the job done

The contingency approach suggests that

The best answer depends on the situation

The idea of perceived organizational support is that if treated well, employees are motivated by

The norm of reciprocity

Central Tendency

To avoid all extreme judgments and rate people and objects as average or neutral.

Contrast Effect

To evaluate people or objects by comparing them with characteristics of recently observed people or objects.

Recency Effect

To rely on most recent information. If the recent information is negative, the person or object is evaluated negatively.

A manager should use Schwartz's model to understand employees and assign them tasks that are consistent with their values.

True

Attitudes have three components: affective, cognitive, and behavioral.

True

Cognitive dissonance is the psychological discomfort a person experiences when simultaneously holding two or more conflicting cognitions.

True

Paula believes that management should have personal loyalty to employees, and provide sympathetic help with personal problems. It does not matter to her if the work she does is dull and repetitive, as long as her working conditions are good. The self-assessment provided the results of a survey conducted of 1,000 employees ranking what outcomes they want from work. Based on what you know about Paula, her expected outcomes from work are not aligned with the survey results.

True

People program themselves for success or failure by enacting their self-efficacy expectations.

True

9 causes of __________: Ill-conceived goals Motivated blindness Indirect blindness The slippery slope Overvaluing outcomes One's personal motivation to perform Pressure from a supervisor Reward systems that incentivize bad behavior Employees perception of no consequences for crossing the line

Unethical behavior

The ____ model suggests that managers should structure the work environment and rewards to match employees

Value Attainment

Which of the following statements is NOT true about personal values? A. In general, values are relatively stable across time and situations. B. Values tend to vary across generations. C. Schwartz's value theory can be generalized across cultures. D. Values are not motivational in nature. E. Not all values are compatible.

Values are not motivational in nature

core self-evaluations

a broad personality trait comprised of four narrow and individual traits

A problem is

a gap between an actual and a desired situation

Gina says, "I can type 70 words per minute with no errors." She is expressing

a high self-efficacy.

Flexspace

a program that allows some employees to complete part or all of their work away from the business site.

emotional intelligence

ability to monitor one's own emotions and those of others, to discriminate among them, and to use this information to guide one's thinking and actions

values

abstract ideals that guide one's thinking and behavior across all situations

Values represent beliefs that influence behaviors _____________; attitudes relate to behavior __________.

across all situations; toward specific targets

The president of American Systems announces that all employees will be going on a trip to San Francisco. Some employees like the idea and some don't. According to the _________ component of attitudes, these evaluations reflect the feelings of the employees.

affective

The components of attitudes include

affective, cognitive, and behavioral.

which of the following is NOT true: A) dysfunctional conflict threatens an organization's interests B) people avoid conflict due to a fear of damaging relationships C) functional conflict can promote creative problem solving D) all conflict is negative

all conflict is negative

telecommuting

allows employees to do all or some of their work from home, using advanced telecommunications technology and internet tools to send work electronically from home to the office and vice versa

Joe was terminated from his job and believed the reason was his boss did not like him and his hard work was not appreciated. Joe likely has:

an external locus of control

withdrawal cognitions

an individual's overall thoughts and feelings about quitting

workplace attitudes

an outcome of various organizational behavior related processes, including leadership

Situation factors

are all the elements outside ourselves that influence what we do, the way we do it, and the ultimate results of our actions.

self-determination theory (hint: C.A.R.)

assumes that three innate needs influence our behavior and well-being : competence, autonomy, and relatedness

counterproductive work behavior (CWB)

behavior that harms other employees, the organization as a whole, or organizational stakeholders, such as customer and shareholders

Personal attitudes affect _______ via ______

behavior, intentions

Dawn is at the playground with her four-year-old daughter. The father of another child is yelling and cursing at him. Dawn decides to tell the father to stop the verbal abuse or leave the playground, or she will call the authorities. Dawn's behavior reflects the _______ component of her attitude.

behavioral

Personal attitudes affect _______ via ______.

behaviors; intentions

extraversion, agreeableness, conscientiousness, neuroticism/emotional stability, openness to experience

big five personality dimensions

A contingency approach

calls for using the OB concepts and tools that best suit the situation, instead of trying to rely on "one best way." -is no single best way to manage people, teams, or organizations

need fulfillment, met expectations, value attainment, equity, disposition/genetic components

causes of job satisfaction

a # of objects that are considered equivalent are said to places in _____ categories in our memory

cognitive

As a senior student representative on the ethics advisory board of your university, you feel strongly that cheating on college exams is unethical. You never cheated on any exam. However, this semester your best friend was desperate for your help, and you allowed him to take a quick "peek" at your answer sheet. Since then, you feel uncomfortable every time you think of the situation. Which of the following concepts best explains your psychological discomfort?

cognitive dissonance

Which of the following is not one of the predominant models of the causes of job satisfaction?

cognitive dissonance

_________ is the psychological discomfort a person experiences when simultaneously holding two or more conflicting cognitions.

cognitive dissonance

personality

combination of stable, physical, behavioral, and mental characteristics that give individuals their unique identities; product of interacting genetic and environmental influences

emotions

complex, relatively brief, affective responses associated with a particular target: person, information, experience, event, nonevent

Martha would like to hire employees who will be strong performers in her organization. Which of the big five personality dimensions should she try to make sure the new employees score high on?

conscientousness

Mark marches to the beat of his own drummer, while Simon plans on following in his father's footsteps. Mark is open to change, while Simon embraces

conservation

_____ is defined by order, self-restriction, preservation of the past, and resistance to change.

conservation

the opposite of openness to change

conservation

positive reinforcement

contingent presentation of pleasant stimulus in order to increase a desired behavior

Punishment

contingent presentation of undesired stimulus in order to decrease undesired behavior

negative reinforcement

contingent withdrawal of displeasing stimulus in order to increase desired behavior

(NACE) survey revealed the three skills most valued by employers

critical thinking, problem solving, and teamwork

As Jasmine got to know Mary, a co-worker of a different ethnicity, Jasmine was surprised to learn how much she actually had in common with Mary such as loving to hike and choice of religion. Jasmine was experiencing which layer of diversity? A. organizational dimensions B. personality C. surface-level characteristics D. deep-level characteristics E. internal dimensions

deep-level characteristics

Which of the following is Step 1 in the three steps of the applied approach to problem solving? identify potential causes using OB concepts and theories make recommendations and (if appropriate) take action find a systematic process for closing a gap in knowledge define the problem Correct determine whether the issue is a lack of hard versus soft skills

define the problem

In some cases, coworkers or friends remain satisfied in situations where others always seem dissatisfied. This is a reflection of the _____ model.

dispositional/genetic

What kind of a response is a manager completing when he or she eliminates the situation in which the problem occurs? Multiple Choice resolving solving dissolving Correct ignoring avoiding

dissolving

3 types of justice

distributive, procedural, interactional

gives the org. the ability to grow and maintain business in increasing competitive marketplace

diversity

Research shows that when an organization breaches a psychological contract,

employees are likely to be less committed and satisfied and more likely to quit, and their performance is likely to be lower.

Kiki is a manager of a small boutique gift store. She only has two employees, Tim and Sandra. Tim is a part-time student and is happy with the amount of work he has at the store. Sandra works full-time, but seems to be less interested and increasingly remote at work. Kiki asks Sandra if anything is wrong, and Sandra says she is bored and thinking of leaving. Kiki knows that Sandra paints as a hobby and suggests that she might want to take over the store and window displays. Sandra is really excited about the opportunity. This is an example of a manager who is

enhancing the employee's job satisfaction.

stressors

environmental characteristics that cause stress

Luis has just learned that Brian, who has less experience and who does less work, receives a higher salary. Since learning this, Luis has been very unhappy and has started to look for another job. What model of job satisfaction best explains Luis's reactions?

equity

The _____ model suggests that managers should monitor employees' perceptions of fairness.

equity

___ highlight the fact that choosing among available options is not always a choice between right and wrong

ethical dilemmas

personal attitudes

evaluations, feelings, or opinions about people, places, and objects, range from positive to negative, impact behavior

Jorge is hiring a new call center manager. He is looking for someone with at least an undergraduate degree and two years of supervisory experience. Based on the self-assessment, which diversity dimension are these requirements based on?

external

The four skills most desired by employers are critical thinking, technical expertise, problem solving and financial management.

false

Job satisfaction across the United States has gone up, according to a national survey conducted by the Society for Human Resource Management. The top three facets of satisfaction include

feeling safe at work, having good relationships with coworkers, and having a good relationship with an immediate supervisor.

Spatial intelligence is likely to be most valuable to a

fighter pilot

intelligence, personality

fixed individual differences

Why does performance matter?

gives you credibility with your peers and those you may manage will need to know how to: Apply different motivational tools Provide constructive feedback Develop and lead productive teams Understand and manage organizational culture and change

Alanna, a hard-working and productive employee, quit because she couldn't get along with Roger, her new boss. All the other employees agreed and were also looking for new jobs. This would be diagnosed as a(n) _____ level problem. individual group Correct organizational Incorrect interactional situation

group

Roger, a manager, knows that one of his employees values conformity and tradition. Roger should assign the employee to a job that includes

high respect, commitment, and acceptance

As demonstrated by research, ___________ is positively related to organizational citizenship behavior.

higher performance ratings and lower organizational costs

disposition/genetic component

hire employees with an appropriate disposition

Larry, a new lawyer at Dewey, Dewey, and Dewey, is under pressure to maximize his billable hours. If he doesn't bill enough hours, he will receive negative performance reviews and is likely to lose his job. Larry starts rounding up the minutes on each of his phone calls and meetings to the next 10-minute level. This is an example of ill-conceived goals. Correct motivated blindness. Incorrect indirect blindness. the slippery slope. overvaluing outcomes.

ill-conceived goals

any thoughts/beliefs that are automatically activated from memory without our conscious awareness is called:

implicit cognition

measuring, tracking, responding to employee surveys

increase employee engagement by:

_______ occurs when we hold others less accountable for unethical behavior when it's carried out through third parties. Ill-conceived goals Motivated blindness Indirect blindness Correct The slippery slope Incorrect Overvaluing outcomes

indirect blindness

The person-situation distinction allows you to consider unique individual factors as well as situation factors that might be the source of the problem. If an employee leaves because his or her job has become boring and less meaningful, this reflects a(n) _______ factor. person Incorrect individual Correct situation group/team level organizational level

individual

organizational citizenship behavior (OCB)

individual behavior that is discretionary, not directly or explicitly recognized by the formal reward system, and that in the aggregate promotes the effective functioning of the organization

OB distinguishes among three levels at work

individual, group/team, and organizational

Which of the following is the most fixed of a person's individual differences?

intelligence

The perspective that states that behavior is a function of interdependent person and situation factors is called the ______ perspective. interactional Correct ethical problem-solving Incorrect contingency individualistic

interactional

Core self-evaluations represent a broad personality trait comprised of all of the following except

interpersonal intelligence.

A problem

is a difference or gap between an actual and a desired state or outcome

problem solving

is a systematic process for closing these gaps.

Organizing Framework

is a systems model wherein inputs influence outcomes through processes. The person and situation factors are inputs. We've organized processes and outcomes into the three levels of OB—individual, group/team, and organizational. **This framework implies that person and situation factors are the initial drivers of all outcomes that managers want to achieve. This is the case because inputs affect processes, and processes affect outcomes. And because events are dynamic and ongoing, many outcomes will in turn affect inputs and processes.

Common sense

is often based on experience or logic, both of which have limits, and it suffers three major weaknesses you need to be aware of and avoid: Overreliance on hindsight Lack of rigor

knowing-doing gap

is the difference between what people know and what they actually do.

Which of the following is not one of the basic dimensions of the Big Five personality dimensions?

locus of control

The final step of the 3-Step Approach of the Organizing Framework is identify the OB concepts. define the problem. make recommendations. Correct build a consensus. delegate the problem.

making recommendations

attitudes, emotions

managers can help employees manage these 2 individual differences

met expectations

meet expectations of employees about what they will receive from job

Harriet saw Josephine cheating on a test in their OB class. However, she did not report this because Josephine is on her team in the class and she feared that Josephine might be kicked out of the class and that this would hurt her team's chances of doing well on their project. Harriet is experiencing

motivated blindness

_________ is the psychological process that arouses our interest in doing something.

motivation

George does not score particularly well on standard IQ tests yet he has a unique ability to deal with complex interpersonal situations. What would explain this phenomenon?

multiple intelligences

perceived stress

negative effects on many different OB-related outcomes

______ programs help employees to integrate, assimilate, and transition to new jobs.

onboarding

self-esteem

one's feelings of self-worth

self-efficacy

one's sense of competence and effectiveness

Horatio loves extreme sports and works as white-water rafting instructor. This reflects the values in the ____________ dimension of Schwartz's model.

openness to change

Which of the following is not a soft skill? active listening operations problem solving decision making critical thinking

operation

___, with which you can build goodwill, include personality, teamwork and leadership.

personal attributes

Regarding the relative importance of personal and technical skills, which of the following is true? They remain equal and do not change throughout careers. Technical skills are more important regardless of job level. Personal skills are more important regardless of job level. Technical skills become more important as job level increases. Personal skills become more important as job level increases.

personal skills become more important as job level increases

global, specific

personal values have a _________ scope, personal attitudes have a ________ scope

needs

physiological or psychological deficiencies that arouse behavior

Counterproductive work behavior (CWB) harms other employees, the organization as a whole, and/or organizational stakeholders such as customers and shareholders. Which of the following is not an example of CWB?

presenting poor financial results at the quarterly meeting

According to the diversity dimensions in the self-assessment, age falls under internal dimensions. If managers at Orbit Company had a hard time motivating and maintaining their aging workforce, which of the following initiatives should they not consider?

provide older employees with less challenging work assignments

motivation

psychological process that arouses interest in doing something, and it directs and guides behavior

attitudes

represent our feelings or opinions about people, places, and objects and range from positive to negative

Hedonism shares elements of both ______ and _________

self-enhancement, openness to change

The two basic dimensions of Schwartz's model of values are

self-enhancement/self-transcendence and openness to change/conservation.

Carla is about to graduate from her business program. She has always been happiest in jobs where she never knew what would be waiting for her when she got to work that day, and she excels at problem solving. She should seek a career that involves

stimulation

Carla will graduate from her business program next month. She is happiest in jobs where she doesn't know what will be waiting for her when she gets to work, and she excels at problem solving. Carla needs a career that involves

stimulation

conscientiousness

tendency to be careful, scrupulous, and persevering

openness to experience

tendency to be original, have broad interests, be open to a wide range of stimuli, be daring and take risks

neuroticism

tendency to experience negative emotions and moods, feel distressed, and be critical of oneself and others

extraversion

tendency to experience positive emotions and moods and feel good about oneself and the rest of the world; social, talkative, energetic

agreeableness

tendency to get along well with others

organizational commitment

the extent to which an individual identifies with an organization and commits to its goals

job involvement

the extent to which an individual is personally involved with his or her work role

bullying

the repeated mistreatment of an individual or individuals by aggressive or unreasonable behavior, including persistent abuse and humiliation by verbal, nonverbal, psychological, or physical means

Which of the following is not a key workplace attitude that managers should track?

turnover

need fulfillment

understand and meet employees' needs

The _________ model suggests that managers should structure the work environment and rewards to match employees

value attainment

The _________ model suggests that managers should structure the work environment and rewards to match employees.

value attainment

environmental characteristics, organization level factors, person factors

what contributes to engagement?

external locus of control

why does everything happen to me? why bother? there is nothing I can do about my future