BUS 301 Exam 2

________ is a process that involves an individual comparing perceptions of his or her of performance with those of managers, subordinates, and peers.

360 degree feedback

______ is employees' shared perceptions of policies, practices, and procedures of an organization.

Climate

________ is the idea that a manager should do what the situation requires.

Contingency approach

Dr. Hogan carefully chose the final exams written by her best students to read first. They all received excellent grades. After these, she read the rest of the exams and graded most of them average or worse. This is an example of _________ perceptual error.

Contrast effects

CRF schedules are particularly useful when an employee is

learning a new skill.

Josh runs into heavy traffic every day while driving to work. Yesterday, he left home earlier than usual and did not run into heavy traffic. Again, today, he left earlier and avoided heavy traffic. His behavior of leaving earlier enabled him to avoid heavy traffic and reach the office on time. In which of the following processes did Josh engage?

negative reinforcement

Armando has a goal of earning a B in his statistics course, but currently his grade is a C-. Therefore, he decides to study more hours for the next test and even get involved in a study group. Armando is experiencing

resilience.

In order to fit a situation, a manager should consider creating behavioral, objective, or task/project goals as appropriate.

true

In evaluating alternatives and selecting a solution, managers should evaluate the legality and efficiency of potential solutions and conduct a cost-benefit analysis.

False

Light tactics of conflict include making threats; heavy tactics include violence.

False

Managers wishing to reduce conflict between members and groups should isolate them from each other as much as possible.

False

Normative intuition represents the notion that decision makers are restricted by a variety of constraints when making decisions.

False

One of the principles of conscious capitalism is to be shareholder-centric.

False

Organizations should work to discourage positive deviance in the workplace.

False

Performance management involves monitoring, measuring, and evaluating, but does not include providing consequences for employees' performance.

False

Shaniah and Raoul have dinner at a trendy new restaurant. They have to wait for 30 minutes, despite being on time for their reservation. The hostess who seats them does not apologize for the delay. The food is wonderful but expensive, and the service is terrible. When they leave, they pick up their coats at the coat room. The attendant is polite, prompt, and remembers that they left a package with her as they were going into dinner. Despite this, Raoul leaves no tip. This is an example of the positivity spiral.

False

The best thing a manager can do to create functional conflict is to urge coworkers to hunker down and slog through, to simply persist.

False

The most common response to incivility is that employees work harder to avoid its source.

False

Work-family conflicts can be social or emotional.

False

_______ is a mode of thinking that people engage in when they are deeply involved in a cohesive in-group, when members' strivings for unanimity override their motivation to realistically appraise alternative courses of action.

Groupthink

Carolyn is a very likable employee. Recently, her boss rated her at the highest level in all areas of performance, even though in some areas her performance did not warrant this judgment. This is an example of a ___________ perceptual error.

Halo

Graham's team recently completed a project, and Graham has to provide feedback to the different team members. He is nervous about doing this the right way. Which of the following should Graham avoid?

He should use the feedback to punish ineffective team members.

_____ is the characteristic of PsyCap that consists of persevering toward goals.

Hope

Which of the following statements about mindfulness is false?

Mindfulness requires less effort than letting our minds wander.

_____ is the amount of perceived helpfulness derived from our relationships with others.

Social support

On the first day of class, Professor Simmons explains what the goals of the course are and what he expects of his students. This represents ______ of effective performance management.

Step 1, Defining Performance

Jenna and Martin complete their part of Project Zenith. Their progress is best measured against _____ goals.

Task

In the TED five-step protocol for effective presentations, TED stands for

Technology, Education, Design.

______ is the idea that decision makers are restricted by constraints when making decisions.

bounded intuition

_____ is the characteristic of PsyCap that consists of having confidence.

Efficacy

_______ is the process of translating thoughts into a code or language that can be understood by others.

Encoding

Kathryn is looking for ideas on how best to grow her small business. She and her three partners sit down to brainstorm suggestions. Which of the following rules will help ensure a positive brainstorming session?

Encourage wild ideas

Which of the following statements is true?

Evidence-based decision making should sometimes be used in supporting decisions.

Alberto wants to get a 90 or above on his next chemistry test so that he can skip the final. This is a learning goal, rather than a performance goal.

False

Anything that interferes with the transmission and understanding of a message is known as feedback.

False

Ashley finds herself waking up at night frequently thinking about a report she must present to the vice presidents of her firm at the end of the month. She is experiencing social work-family conflict.

False

Choosing an appropriate medium for communication depends only on the message's intended purpose and the type of audience.

False

Effective managers give employees timely and task-specific feedback about what they are doing right, but do not give feedback about what they are doing wrong.

False

Why is it critical for managers to develop policies and procedures governing the appropriate use of social media?

It can create many legal, financial, and personnel risks.

__________ represent(s) cognitive shortcuts or biases that are used to simplify the process of making decisions.

Judgmental heuristics

Which of the following situations is most likely to produce conflict?

Maria cannot finish her report until Juan provides the financial spreadsheet. Juan is late and Maria is afraid she won't meet her deadline.

_____ creates positivity from situation factors.

Organization climate

Which of the following statements about conflict is true?

Organizations can suffer from too little conflict.

Which of the following is not a result of escalation of conflict?

Parties move from heavy to light tactics.

Which of the following statements about incivility at work is false?

Personality is highly unlikely to be a source of incivility.

Justin is deciding whether he should read his speech, deliver it from memory, or use bullet lists of important points using PowerPoint. What step of the TED protocol for effective presentations is he in?

Plan your delivery.

_____ is not one of the components of well-being.

Productivity

What is true about research on the relationship of virtuous leadership to organizational and individual employee performance?

Recent research in this area has shown a positive relationship between these variables.

It's snowing and Alice runs outside to the mailbox without her coat. She immediately shivers and gets goose bumps. This is an example of _____ behavior.

Respondent

______ are the general criteria used for distributing rewards.

Results, behaviors and actions, and nonperformance

Wanston operates factories in Southeast Asia. After a fire burned down one of the factories, Wanston needs to decide whether to continue operating in a damaged building or to wait until the damage has been repaired and chance losing orders. What might the ethical decision be?

The ethical decision might be to ask employees to enter the building only after the structural problems had been fixed, and to ask customers for some leeway in filling orders.

Papa Bill's, a local pizza chain, institutes a new compensation policy to increase the on-time delivery of its pizzas. Drivers are paid an extra $1.00 for each on-time delivery, payable at the next pay period. However, a review of the policy showed that traffic tickets for reckless driving among delivery drivers increased by 50 percent since the new policy was introduced. Which of the following best explains why this reward system did not perform as expected?

The organization was unintentionally rewarding counterproductive behavior.

All communication involves a sender, message, and receiver.

True

As a manager of two employees who are having a personality conflict, one step you should take is to document the conflict.

True

Attentional deficit can result from lack of sleep, conflicting priorities, or counterfactual thinking

True

Flexspace includes the concept of working from home.

True

Intuitive processes are influenced by both expertise and feelings.

True

Programmed conflict is conflict that raises different opinions regardless of the personal feelings of the managers.

True

The four factors of media richness include feedback, channel, type, and language source.

True

The rational model of decision making explains how managers should make decisions. It assumes that managers are completely objective and possess all information for their decisions. In this model, decisions thus demonstrate excellent logic and promote the organization's best interests.

True

When the demands or pressures from work and family domains are mutually incompatible, work-family conflict has occurred.

True

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

Values

____ is the need to see one or more alternative paths to achieve a goal, even when faced with adversity.

Waypower

____ is the need to have a goal and the determination to achieve it.

Willpower

Positive practices that escalate positive outcomes because of their associations with positive emotions and social capital are having a(n) __________ effect.

amplifying

Dr. Barbara Sonders determines financial trends in European markets. She analyzes worldwide financial and economic trends to determine the best course of action for European economies. Her decisions are based on complicated and sometimes ambiguous information, and she has to carefully considers all sides of the issue. What type of decision-making style does Dr. Sonders possess?

analytical

In the _________ bias, a decision maker is influenced by the first information received about a decision, even if it is irrelevant.

anchoring

Ryan is looking to buy a used car. He seems to be most concerned with the color and style of the car, and uses those criteria as a basis for evaluating the value of the car, rather than considering how well the engine or the transmission is maintained. This is an example of

anchoring bias.

Katie attended a party at her mother's office. She really didn't want to go and was not in a good mood. Her mother introduced Katie to her new assistant, Matthew. When Matthew said, "Hello," Katie responded, "Hi, Michael." Katie is acting in a(n) _____ manner.

attentive

Marketing firms strive to ensure that people are aware of their products because people assume that if they have heard about certain products, the products will work well. Which of the following biases are the marketing firms trying to take advantage of?

availability

Why should you invest in PsyCap?

because you have the expectation of future returns or benefits

The law of effect states that

behavior with favorable consequences tends to be repeated.

A person with a low tolerance for ambiguity who is oriented toward people and social concerns when making a decision portrays which style?

behavioral

When positive practices reduce the impact of negative events or stressors, a(n) _________ effect has occurred.

buffering

Larry and Roger wanted to buy office furniture for the new location of their advertising firm. They discussed their needs. Larry said that he needed plastic furniture and Roger stated that he needed wooden shelves. They also discussed how many chairs, tables, shelves, and other kinds of furniture would be required. Which of the following steps of added-value negotiation is described in this situation?

clarify interests

Michele is concerned with the victims of Hurricane Simon, which has devastated her home state of Florida. She starts a fund to help the victims of this disaster. Michele is displaying

compassion.

The styles of conflict handling are differentiated along two dimensions:

concern for others and concern for self.

Evidence collected after the fact can be used to convince an external audience that the organization is following a sound course of action in a complex and ambiguous decision context. On the positive side, this can lead to

confidence and goodwill about the company.

In the leniency perceptual error, a person

consistently evaluates people in an extremely positive fashion.

A study conducted in two prisons showed that the more contact white inmates experienced with African American inmates, the more positive their attitudes toward the African American inmates became. This is an example of the ________ hypothesis.

contact

When a manager evaluates employees against a predetermined standard, he or she is minimizing _______ bias.

contrast effect

Which of the following is not an example of a crucial conversation?

conveying routine feedback

Negative nonverbal communication skills include avoiding eye contact, ________, and speaking too fast.

crossing your arms

A(n) ________ is a graphical representation of the process underlying decisions.

decision tree

Louis is a member of the marketing team on the Superb Mattress account. Recently, he has emerged as a team leader. His supervisor, Michele, is letting Louis make the final decision as to which campaigns are presented to the client. This provides Louis with

decision-making discretion.

Rachel bought a table at a thrift store for $20. She had a feeling it might be valuable. When cleaned up and assessed, the table turned out to be an antique from the 1700s, worth $3,250. What was Rachel using to make her decision?

intuition

If a speedy decision is needed, the _______ conflict handling style is appropriate.

dominating

Cyrus accepts a position as a part-time clerk at a small hardware store. His manager, Max, wants to confirm Cyrus's hours for the next 10 days. This is a fairly routine and predictable situation, so Max

e-mails a follow-up to Cyrus.

Ghandi stated, "If I have the belief that I can do it, I shall surely acquire the capacity to do it even if I may not have had it at the beginning." What emotion does this represent?

efficacy

Three years ago, the City of Recker committed to build a park and music venue by the river. It was expected to cost $2.5 million and be paid for from an additional meals tax in the community. The residents pushed back. Local restaurants suffered as people ate out less or patronized restaurants in neighboring communities. The project has stalled, but the town council kept pushing it on. This spring, a flood devastated the venue. The town council appears to have suffered from _______ bias.

escalation of commitment

The senior managers of Optimum Inc., a multinational information technology firm, were concerned that people were not buying their computers. They were shocked to hear of a salesperson recommending to customers to buy something other than an Optimum PC because they were of poor value. This small incident motivated the organization to conduct an extensive survey to understand real customer experience in order improve their products accordingly. This was an example of

evidence-based decision making.

If a manager wants to reduce the chances of an employee becoming defensive, he or she should

exhibit empathy

Younger employees also are more likely to use the Internet and social media to accomplish their tasks. This is an example of the ___________ that represent the key issue when considering communication across generations.

expectations and norms

Allen makes suggestions to his boss about how the department's performance can improve. Although his boss always compliments his ideas, he never acts on them. Allen then stops making suggestions. This is an example of

extinction

Polly works as a bartender. A few people wave money at her so that she will serve them first. She finds this to be rude and, so, either ignores them or serves them last. People realize that Polly serves the people who wait politely first, and much of the rude behavior stops. Polly used the model of

extinction.

Sharon is the Director of Human Resources at a company that is undergoing a merger with another organization. As a result of the merger, a portion of the combined workforce will be laid off. Sharon understands that even with a lucrative severance package, the news will adversely affect the lives of these employees. Therefore, she wants to break the news to them in a sensitive manner so as to maintain the company's image. Which of the following is the most appropriate communication medium to use in this situation?

face-to-face conversation

Norm and Quinn have been arguing over role responsibilities. The atmosphere in their small office is increasingly negative and tense. Petra, a manager from another department, informally urges them to deal directly with each other in a positive and constructive manner. This easy form of ADR is

facilitation

Instinct, insight, and intuition are synonymous; that is, they are the same thing.

false

Rebecca e-mailed a wedding invitation to her cousin Shawn. A few days later, she got a reply saying that he can't make it to the wedding because he will not be able to get any vacation. In the communication process, Shawn's reply is an example of

feedback.

A state of _____ exists when employees are physically, cognitively, and emotionally engaged in an activity or project.

flow

The concept of ________ is defined as a state of being completely involved in an activity for its own sake.

flow

At the weekly staff meeting, Carrie is always criticizing one project manager or another. She claims to run a "tight ship," and she doesn't listen to explanations of delays or additional workload. Carrie's employees dread and resent these meetings. To move forward, these employees need to learn

forgiveness

A person should _____ in order to develop hope.

generate an important goal that is attainable yet challenging.

The forms of intuition are

holistic hunches and automated experiences

Selecting the most creative and promising idea from among multiple options relies on analytical and mainly conscious thinking. This is _______, the final stage of the creative performance process.

idea evaluation/validation

Leaning backward or gesturing with palms facing up communicate _______, a term used to represent availability for communication.

immediacy

John received a poor performance evaluation from his boss. On the weekend, he talks with his neighbor Faisal about his situation. Faisal asks him questions about his work and the evaluation, and as a result John develops a plan of action for improving his productivity. Faisal has provided

informational support.

A(n) ________ negotiation describes a situation where an agreement can be found that is better for both parties.

integrative

Eileen signed up for a photography class after having seen some spectacular wildlife art pictures done by a local artist. She is most likely experiencing

interest.

Lily graduates from high school and is ready to go to college. However, she also loves sports. She wants to join a basketball academy and become a professional basketball player. Lily finds her uncertainty about her future very stressful and is psychologically uncomfortable about it. This implies that Lily has a(n)

low tolerance for ambiguity.

Neil is attending a job fair. He knows that there is a lot of competition for these positions and wants to stand out. Neil practices his greeting and "elevator" pitch in front of a mirror. He brings copies of his résumé and business cards. On each card, he notes his blog site address. On the blog, he has comments on several recent articles about new technologies in this field. Neil is maximizing

media richness.

Dr. Riley, a professor in the economics department, finds that if he keeps his door open, people tend to stop in to say hello. This interruption is distracting. So now Dr. Riley keeps his office door open only a crack during his office hours, asking visitors to knock before entering. This small change allows him to grade exams more quickly and accurately. This is an example of his increasing his

mindfulness

Jennie and Lacey are having an argument. As Lacey speaks, Jennie crosses her arms and looks at the ground. Lacey gets the message even thought Jennie isn't saying anything. Jennie is using ________ in the conversation with Lacey.

nonverbal communication

An example of a(n) _____ goal is when Melissa's manager sets a goal for her to produce 16 widgets per hour.

objective

Barney is late to work one morning, so he drives over the speed limit through a school zone. As a result, he gets pulled over by a police officer and receives a ticket. This scenario is an instance of

punishment.

Otto is convinced that social media offers many benefits for employees and wants to institute a plan at Compass Inc. Which of the following is not a potential benefit for employees?

personal stability

Carol and Dee have never gotten along. Carol feels that Dee acts superior, while Dee believes that Carol just tries to please everyone. This is ________ conflict, which is defined as interpersonal opposition based on individual dislike or disagreement.

personality

Two supervisors, Justin and Sean, are given instructions to trim their group size by two people. Justin's personality tends to favor people. He is generally more sensitive to people, and is a thoughtful supervisor. Sean is just the opposite. He is more concerned with group production, and considers people's feelings secondary to the work. Hence their approaches in trimming their teams are different. They can't see each other's point of view and leave the discussion thinking ill of each other. Which of the following types of conflict are Justin and Sean experiencing?

personality conflict

Grace is going to be leading a meeting of her colleagues to discuss how they might redesign one of their work processes. She decides that she will use a PowerPoint presentation to lay out the problems with the existing workflow. She is in the __________ step of the TED protocol for effective presentations.

plan your multimedia

Kerry's manager asks her to head up a team reviewing office protocols. Kerry is in a great mood, having received a substantial bonus last week. This indicates that _____ experiences lead us to be more responsive to positive information.

positive

Mary is happy to work in a company that fosters great relationships. In particular, Mary is impressed with the level of communication on the group and team level as well as throughout the organization. Overall, her company offers a(n)

positive climate.

Macallan Financial investment makes decisions based on financial research, interviewing managers and employees at companies under consideration, and assessing the _____ by examining annual rankings contained in independent sources such as Fortune and Working Mother. These rankings measure communication, work-life balance, training and development, recognition for hard work and teamwork.

potential for advancement

Organizational ______ is the host of procedures, policies, routines, and rules that organizations use to get things done.

practices

The idea that creativity starts from a base of knowledge is represented in the _______ stage of the creative performance process.

preparation/information gathering

When a receiver expresses a reaction to the sender's message, he or she is

providing feedback

What are the three global values that are essential for promoting positive OB?

restorative justice, compassion, and temperance

During a class lecture, Mike finds himself thinking about an argument he had last night with his girlfriend. Mike is displaying

rumination.

Joseph wants Taylor to pick up some snacks to bring to a meeting. In this case, Joseph is the ______ (the person wanting to communicate information), and Taylor is the _______ (the person, group, or organization for whom the message is intended).

sender; receiver

Women are more likely to _______ compared to men.

share credit

Negative reinforcement is

strengthening a behavior by contingently withdrawing something displeasing.

Wendy is running the weekly staff meeting at Janus Services. Brad, a coworker, is unprepared for the meeting and doesn't have the correct information for his department. He is increasingly rude and impatient, annoying the other staff members. Brad is exhibiting a lack of

temperance

When we get wrapped up in our own problems, we forget to take care of others. Several years ago, a movement called "Random Acts of Kindness" started. What does this reflect?

upward spirals of positivity

Philip got an e-mail from his supervisor with compliments and praises for his work over the past few months. This is an example of a __________ schedule of reinforcement.

variable interval

Which of the following is true of virtuous leadership?

virtuous leaders promote trust.

Timmy is really nervous about his presentation to the board of directors. He tends to stand straight up, move from one foot to the other and hold on to the podium. A better strategy might be to

walk around or stand in particular spots for different lengths of time.

Sharon has to train several new freelancers on a fairly simple computer system used by XYZ Company. The freelancers are located in different states. Which of the following mediums best serves her purpose?

webinars

Ellen and George work for the same company. Ellen, a Gen Xer, really appreciates the flextime opportunities, while George, a baby boomer, takes advantage of the free computer training offered at the company. These policies are examples of

work-life balance.

In negotiation, the ZOPA is the _______. Remember that nonverbal communications also help convey your emotions during negotiations.

zone of possible agreement