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
