Chapter 11: Separating and Retaining Employees

The ___-___ rule is a principle for employee discipline that provides clear warning and follows up with immediate consequences.

hot stove

Who has the main responsibility of developing a formal discipline process for the workplace?

human resource department

Where do managers and employees typically learn about employee assistance programs?

in official documents, such as employee handbooks

An employer might be guilty of wrongful discharge if an employee is fired _____.

in violation of an implied agreement

What are some of the benefits that highly engaged employees provide to their employers?

greater productivity lower turnover superior customer service

Terminating an employee for the use of illegal drugs is an example of ___ turnover.

involuntary

The local candle factory had to lay off one-third of its employees after the rush of the holiday season. These lay-offs are an example of ___ turnover.

involuntary

Employee turnover that is initiated by the organization is known as ___.

involuntary turnover

Arturo loves his job. He feels that his job allows him to fulfill what he finds meaningful in a job and it relates to what he values as important. Arturo is experiencing ______.

job satisfaction

a set of behaviors with which employees try to avoid the work situation physically, mentally, or emotionally

job withdrawal

If peer review does not lead to a compromise, a neutral party from outside the organization hears the case and tries to resolve the conflict and attempts to reach a compromise. This process is called

mediation

Pervasive low levels of satisfaction with all aspects of life compared with other people's feelings is called _____.

negative affectivity

Which of these feelings would be associated with negative affectivity?

nervousness, guilt, and fear

Employees tend to become dissatisfied with work that is

not of much value and simple and repetitive and physically demanding

What are four options for alternative dispute resolution?

open door policy, peer review, mediation, arbitration

Katie feels closely attached to the company for which she works, and she is willing to do whatever it takes to make the business succeed. Katie is demonstrating ______.

organizational commitment

Having outcomes that are proportionate to the behavior and making sure employees know what to expect are two ways to ensure ______.

outcome fairness

Which term refers to a judgment that employees deserve the consequences that management is giving them?

outcome fairness

a service in which professionals try to help dismissed employees manage the transition from one job to another

outplacement counseling

After the company downsized, Jenna was put in charge of two additional departments and had more work than she could really handle. This exemplifies role _____.

overload

Name two aspects of pay satisfaction that affect job satisfaction.

pay structure pay raises

What is the process of resolving disputes by taking them to a panel of representatives at the same level as the people involved in the conflict?

peer review

Palo no longer likes his job and instead of just quitting, he shows up late for work and calls in sick every Monday. This demonstrates a form of ____ job withdrawal.

physical

In the case of voluntary turnover, the employer would typically ___.

prefer to keep the employee

Job ______ often happens when an employee is unhappy with the job itself, the rate of pay, or with co-workers and supervisors

withdrawal

Involuntary turnover refers to _____.

workers leaving because the organization has ended their employment

Which strategy will help organizations maintain job satisfaction for their employees?

design meaningful and complex jobs

Typically, involuntary turnover occurs among employees ___.

who would prefer to remain with the company

What method of dispute resolution solves a problem by bringing in an impartial outsider but not using the court system?

Alternative Dispute Resolution

Which term refers to the policy in which either the employee or employer can terminate the employment relationship at any time for any reason or no reason at all?

employment-at-will doctrine

In which of the following ways can an organization make exit interviews more effective?

By having HR personnel conduct the interviewsq

Which of the following psychological characteristics do employees with high levels of job satisfaction tend to have?

Determine to act in the face of uncertainty Thinking of their career in terms of the big picture Sharing knowledge with less experienced employees

An employee's involvement and commitment to the job and the organization is called

Employee engagement

A(n) ___ refers to the meeting of a departing employee with the employee's supervisor and/or a human resource specialist to discuss the employee's reasons for leaving.

Exit interview

A(n) ___ refers to the meeting of a departing employee with the employee's supervisor and/or a human specialist to discuss the employee's reasons for leaving.

Exit interview

Which of the following do employees derive from their pay?

Financial security Social status Self-worth

Equal employment opportunity requirements mandate that an employer must do which of the following?

Hold workers to the same standards regardless of age, sex, race, or other status.

Which principle of discipline holds that an organization's discipline should give a clear-cut warning and follow up with consistent, objective, and immediate consequences?

Hot stove rule

Which scenario demonstrates voluntary turnover?

John is retiring after 30 years of service.

Kylie was fired from her job as a cashier when her register was short by $53 at the end of her shift. Her co-worker Aiden, however, was only placed on probation when his register was short by $75, even though the company handbook describes any shortage over $50 as a fireable offense. Kylie could make a legal challenge against her former employer based on what principle?

discrimination

Alisha was told that if she ever has a problem, she should first go talk with her direct supervisor. If the problem is not resolved, she should approach the HR manager. Which form of ADR does this demonstrate?

Open Door Policy

What is the simplest, most direct, and least expensive way to settle a dispute?

Open Door Policy

To increase the chances of hiring and retaining people with a positive attitude about work, hiring managers should look for candidates with which of the following characteristics?

Predisposition to being satisfied

What is the hot-stove rule?

Principle of discipline that says discipline should be like a hot stove, giving clear warning and following up with consistent, objective, immediate consequences

People's perception of ___ is their judgment that impartial methods were used to determine the consequences an employee obtains.

Procedural Justice

A structured system of discipline in which the manager's responses become more serious if the employee repeats the misbehavior is called ___.

Progressive discipline

Mary's employer has assigned her to a project in a foreign country, and this is causing great difficulty in her family life. Mary is experiencing ___.

Role conflict

Which of the following scenarios is an example of wrongful discharge?

The company has a policy of allowing two unexcused absences, but an employee is fired for missing only one important meeting. An employee is fired for refusing to falsify a report to the IRS.

Which of the following are steps found in the role analysis technique?

The group modifies its list of the role's duties and behaviors. Members of a role set write expectations for the role.

Which are reasons why an employee might be satisfied with co-workers and supervisors?

They share the same values. They provide social support.

Why do many organizations provide access to outplacement counseling programs for dismissed employees?

To promote a sense of fairness regarding the dismissal, To avoid legal actions by dismissed employees, To help them address the psychological issues associated with losing a job

An employee's role within the organization includes which of the following?

Work that the employee is expected to do The way people expect the employee to behave in that job Expectations that often go fat and beyond a formal job description

Traditionally, an employer or employee could end a work relationship at any point, without a specified ___.

contract

One manager has told Hillary that it is part of her job to help answer the telephone, but another manager has told her to leave that task to the receptionist. Hillary is experiencing role _____.

ambiguity

When managers are available to hear employee complaints, the organization has ___.

an open door policy

An employee who is not satisfied at work will sometimes physically withdraw from the job by

arriving late not actually working while on the job repeatedly calling in sick

Role __________ is an employee's recognition that demands of the job are incompatible or contradictory.

conflict

Michael has missed the last five project deadlines and has been late to work every day for the past two months. As a result, his boss provided him with two warnings and then handed his case over to the HR manager who will abide by the company policy for this type of issue. Even though he lost his job, Michael believes that fair methods were used to make this decision. This demonstrates the idea of ____.

procedural justice

People tend to feel that ___ is served when an employer uses fair methods to decide what consequences an employee will receive.

procedural justice

Marcus is in the process of disciplining an employee. As the manager, he has provided unofficial verbal warnings to the employee and followed that up with an official written statement warning the employee. If the employee continues with poor work performance, next week Marcus will prepare a second written warning. Marcus is taking steps that demonstrate _____.

progressive discipline

In a peer review, the panel of representatives formed to hear the dispute consist of ___.

representatives from the organization at the same level as the person in the dispute

Allen is unsure of what to do on the job and how the work should be done. He has no idea how his employer will evaluate his performance. Allen is experiencing _____.

role ambiguity

What technique is a process of formally identifying expectations associated with a role?

role analysis

An employee who feels that demands of the job are incompatible or contradictory is experiencing

role conflict

An employee who has been burdened with too many expectations or demands on the job is experiencing

role overload

Outplacement counseling programs are:

services in which professionals try to help dismissed employees manage the transition from one job to another.

Employees with high levels of organizational commitment

stretch themselves to help the organization through difficult times

The way an organization assigns different pay levels to different job categories is called pay _____.

structure

An employee assistance program is an option for employees to use when seeking professional treatment for which two issues?

substance abuse emotional problems

Which of the following are the two primary sets of people who affect job satisfaction?

supervisors and co-workers.

Employees tend to be satisfied with their jobs as long as they perceive that

their jobs meet their important values.

Nyssa decided to leave the company where she was employed. Her decision is an example of ____ turnover.

voluntary

What type of turnover often involves employees leaving, whom the organization would prefer to keep?

voluntary turnover

After he realized that the company's accountant was stealing money, Carlos took the story to the media because his own manager didn't believe him. Carlos engaged in _____ to promote change in the organization.

whistle-blowing

When an employee takes a claim to the public instead of going through the company channels, it is called

whistle-blowing