ch 11: Managing individual differences and behaviors

Perceptual Process

1) Selective attention-Did I notice something? 2) Interpretation and evaluation- What was it I noticed and what does it mean? 3) Storing in Memory-Remember it as an event, concept, person, or all three. 4) Retrieving from memory to make judgements & decisions

What is an example of self-serving bias?

A student gets a good grade on a test and tells herself that she studied hard or is good at the material

Behavior is defined as the combination of which two elements?

Actions Judgements

11 components of attitude

Affective Cognitive Behavioral

Depicting older workers as less involved in their work, less motivated, and having higher absenteeism than their younger counterparts in the workplace is a stereotype based on ______.

Age

Mallory decided to hire a recent college graduate for the open teaching position at her school. The other candidate for the job was a well-qualified woman, but she was almost 50, and Mallory felt that she would be more likely to miss days of work. What distorted perception is Mallory displaying?

Age stereotyping

Which situations are examples of turnover?

An employee retires at age 65. An employee is fired for stealing from the cash register. An employee resigns and accepts a different job with better pay.

Managers can reduce turnover in organizations through which of the following ways? Check all that apply.

Basing hiring decisions on the extent to which the applicants' values match those of the organization Providing post-hiring support through onboarding programs Incorporating realistic job previews

People's values and attitudes affect their workplace _____, which includes their actions and judgments.

Behavior

Which of the following demonstrates racial/ethnic stereotyping?

Connor decided to hire Edgar for the job instead of Maria because he felt that Hispanics were too compassionate.

Of the Big Five personality dimensions that have a positive relationship to job performance, _____ describes how dependable, responsible, and achievement-oriented a person is.

Conscientiousness

People in the office can always count on Tyrone to get the job done. He's methodical, detail-oriented and his work is always completed on time. Which of the Big Five personality dimensions would this illustrate?

Conscientiousness

Self-efficacy, self-esteem, locus of control, and emotional stability are traits that make up an individual's ______.

Core self evaluation

The ability to monitor your own feelings and those of others and to use this information to guide your thinking and actions is referred to as _____.

Emotional intelligence

Irene has always been known to exhibit "grace under pressure". Even when she's under a tight deadline, she appears to be relaxed, confident and in control. Which Big Five personality dimension does this BEST describe?

Emotional stability

The extent to which a person is relatively secure and unworried and how likely she or he is to experience negative emotions under pressure is known as _______.

Emotional stability

They don't call Ed "Steady Eddy" for no reason. He is unfailingly calm, even under pressure or stress. It would appear that Ed has a high level of _______.

Emotional stability

_____ is defined as an individual's involvement, satisfaction, and enthusiasm for work.

Employee engagement

Which statements about employee engagement are true?

Employee psychological well-being tends to increase customer satisfaction. Employee engagement tends to improve corporate-level financial performance.

Jared is from the United States, but is working in Mexico. He believes that his culture, language, and behavior are superior to those of his Mexican employees. This illustrates which one of the following concepts?

Ethnocentrism

_____ is the belief that one's native country, culture, language, abilities, and/or behavior are superior to those of another culture.

Ethnocentrism

A(n) _____ locus of control indicates that you believe outside forces control you.

External

Mark failed his last test and blamed it on the fact that the test was poorly written and the room was too noisy for him to concentrate, not because he didn't study for the test. Mark would be said to have a(n) ___ locus of control

External

Danielle is considered to be the "life of the party". She's outgoing and gregarious. Which of the following Big Five personality dimensions would BEST describe these characteristics?

Extroversion

0 Big Five personality dimensions

Extroversion Agreeableness Conscientiousness Emotional stability Stability Openness to experience

True or false: Managers of employees with low self-efficacy can overcome this issue by lowering their expectations and assigning such employees to part-time jobs.

Fasle

Nico felt uncomfortable about cheating on the last quiz in his management class, but he told himself that students cheat all the time and it was only a quiz, not a major test. What factor did Nico use to reduce his cognitive dissonance?

He decided the quiz was not very important.

14 Behavioral

How a person intends or expects to respond toward a situation

What is the term for the attitudes or beliefs that affect our understanding, actions, and decisions in an unconscious manner?

Implicit bias

Jolene doesn't believe that "luck happens". She firmly believes that you make your own luck in life by what you do and how you do it. Jolene has a(n) locus of control.

Internal

Jolene doesn't believe that "luck happens." She firmly believes that you make your own luck in life by what you do and how you do it. Jolene has a(n) __________ locus of control.

Internal

An individual who believes that she is in control of her fate through her own actions and efforts would be said to have _____.

Internal locus of control

Complete the sentence with all of the accurate statements regarding the relationship between conscientiousness and job performance. Conscientiousness is consistently and positively related to:

Leadership behavior Resilience Task performance Supervisor rated liking

The debilitating lack of faith in your ability to control your environment is referred to as ______.

Learned helplessness

People who feel greater job satisfaction are also likely to experience greater ______.

Life satisfaction Commitment to the organization Motivation

The extent to which people believe that they control their fate through their own efforts is called _____.

Locus of control

revor likes to work on assignments in his own way. He feels that it is up to him to handle problems and take responsibility for the outcome, whether things go right or wrong. Which aspect of a core self-evaluation does Trevor demonstrate?

Locus of control

Which traits are elements of an individual's core self-evaluation?

Locus of control Emotional stability Self- esteem Self- efficacy

After William's boss asked him to compile sales figures for the past three years, William pulled together the information and turned it over to his boss. After several days of not getting any feedback from his boss, William worried that he hadn't done a good job in presenting the information. William is demonstrating _____.

Low self esteem

According to the Pew Research Center, which statement is accurate regarding predicted trends in the United States during the next few decades?

More women will continue to be hired for top leadership jobs.

Which groups are often incorrectly perceived as having low organizational commitment?

Mothers Pregnant women

Which actions should managers take when employees exhibit low self-efficacy?

Nurture self-efficacy by giving constructive pointers and positive feedback Reward small successes

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

Onboarding

Anita has been experiencing cognitive dissonance because, although she is extremely worried that smoking will eventually kill her, she continues to smoke. Each time she smokes, she tells herself that one more cigarette won't make much difference. What factor is she using to relieve her cognitive dissonance?

One cigarette is not very important

What interdisciplinary field is dedicated to understanding and management of people at work?

Organizational behavior

What are the types of employee behavior that managers can influence?

Organizational citizenship behavior Performance and productivity Counterproductive work behaviors Turnover and absenteeism

The process of interpreting and understanding one's environment is called ______.

Perception

In the fundamental attribution bias, a person attributes the behavior of another person to _____.

Personal characteristics

Matt is one of those consistently upbeat, optimistic people. He always looks on the bright side of things and sees the glass as half-full, rather than half-empty. These characteristics describe Matt's _____.

Personality

The stable behavioral and psychological characteristics responsible for a person's identity are known as _____.

Personality

What is the willingness to accept constructive criticism, try and propose new ideas, and maintain a good attitude called?

Positive approach

Negative stress reveals itself in which of the following categories of symptoms? (select all that apply)

Psychological signs such as hostility and anxiety Behavioral signs such as increased substance abuse Physiological signs such as sweaty palms and headaches

What are appropriate ways to to self-manage?

Recognize words, sayings, and situations that trigger your emotions. Pause and take deep breaths. Recognize your physiological responses to triggers.

According to psychologist Daniel Goleman, what is the most essential trait of emotional intelligence?

Self awareness

Even though she had never instructed anyone on how to use the new software, Millicent accepted the responsibility of instructing Sherri because she knew she was capable of doing the job. Which aspect of a core self-evaluation does Millicent's belief represent?

Self efficacy

Learned helplessness is associated with which facet of a core self-evaluation?

Self efficacy

the extent to which people like or dislike themselves

Self esteem

The "can do" aspect of our personality can best be described as __.

Self- efficacy

According to Daniel Goleman, which traits make up emotional intelligence?

Self-awareness Relationship management Social awareness Self-management

6 components of emotional intelligence

Self-awareness Self-management Social awareness Relationship management Relationship management

_____ occurs when people's expectations of themselves lead them to behave in ways that make those expectations come true.

Self-fulfilling prophecy

The ability to control your emotions and act with honesty and integrity in reliable and adaptable ways is called what?

Self-management

What is the term for taking more personal responsibility for success than for failure?

Self-serving bias

What are examples of a positive approach?

Sharing with your boss a new idea that you developed Listening to your boss give you feedback on your work

Which of the following are common ways that employees express burnout?

Showing indifference to performance Missed deadlines Taking longer lunch breaks

Karen was surprised when her friend said that the man at the first table in the restaurant must be a great basketball player just because he was tall and African American. Karen's friend was making a _____.

Stereotype

The personality dimensions of extroversion, agreeableness, conscientiousness, emotional stability and openness to experience are referred to as _____.

The Big Five personality dimensions

10 Relationship management

The ability to communicate clearly, disarm conflicts and build strong personal bonds The ability to communicate clearly, disarm conflicts and build

8 Self-management

The ability to control your emotions and act with honesty and integrity

7 Self-awareness

The ability to read your own emotions and gauge your moods accurately

9 Social awareness

The ability to show others that you care and your understanding of how your emotions and actions affect others

12 Affective

The emotions a person feels about a situation

3 Conscientiousness

The extent to which a person is dependable, reliable and responsible

5 Openness to experience

The extent to which a person is imaginative, curious and broad-minded

1 Extroversion

The extent to which a person is outgoing, sociable and assertive

4 Emotional stability

The extent to which a person is relaxed, secure and unworried

2 Agreeableness

The extent to which a person is trusting, cooperative, and good-natured

What is organizational commitment?

The extent to which an employee identifies with an organization and is committed to its goals

Darren is interviewing for a new administrative assistant. The three people he interviewed include an older woman, a man in a wheelchair, and a recent college graduate with beautiful blond hair. Darren knew just by looking at each candidate which one he would hire. His impression of each person was based on a single trait. This is known as _____.

The halo effect

Which statements about companies with highly engaged employees are true, according to Gallup?

They are more profitable They are more productive

Why is it important to manage employees as individuals who have different personalities and circumstances?

To influence the way employees behave

Laura talks fast, walks fast, eats fast, and is in a constant rush to accomplish everything she thinks she needs to do. Which of the following BEST describes Laura's behavior?

Type A behavior pattern

Abstract ideals that guide a person's thinking and behavior in all situations are called ______.

Values

13 Cognitive

What a person believes or knows about a situation

Which situations are examples of race/ethnicity stereotyping?

When Patrick behaves foolishly at an office party, his manager comments that he should have known better than to hire a "drunken Irishman." During a staff meeting, Julius is asked to present the "black perspective" on the issues. When Marco makes a mistake, his co-workers sometimes excuse it because "Hispanics don't have experience with these things."

Which assumption about the U.S. workforce is true?

Young college graduates are earning less than they used to.

Alisha is irritated when she sees students smoking outside the dormitory. This demonstrates the _____ component of her attitude toward smoking.

affective

A learned predisposition toward a given object is a(n)

attitude

Travis asked his mother if he should look for a new job because he wasn't happy in his current one. She told him it probably wouldn't matter because he was never happy with any job. His mother was commenting on Travis's ______.

attitude

Implicit bias is characterized by the

attitudes and beliefs that we unconsciously hold about groups of people

The activity of inferring causes for observed behavior is known as causal _______.

attribution

"If I see Ethan cheating on this exam, I'm going to report him to the professor." This is an example of the _____ component of an attitude.

behavioral

When an individual reaches a state of emotional, mental, or even physical exhaustion, it is called _____.

burnout

Emotional intelligence reflects the ability to: (select all that apply)

carry out accurate reasoning about emotions use emotions and emotional knowledge to enhance thought monitor your and others' feelings and to use this information to guide your thinking and actions

"I believe cheating on exams is dishonest and shows disrespect for the professor." This is an example of the _____ component of an attitude.

cognitive

Anita knows that smoking is bad for her health but doesn't seem to be able to quit for longer than a few days. The discomfort she feels as a result of the incongruence between her attitude and behavior is known as _____.

cognitive dissonance

What is the psychological discomfort that people experience when their attitudes and behaviors are incompatible?

cognitive dissonance

People who feel greater job satisfaction are also likely to experience greater _____

commitment to the organization motivation life satisfaction

Which of the following are characteristics of a Type A behavior pattern?

competitive deadline focused hurried

It is important to Jan to have a work team that consists of a variety of people from different backgrounds. She wants people from different religions, of different ages, and with a variety of job skills. Jan is concerned with having _____.

diversity

_____ represents all the ways people are unlike and alike - the differences and similarities in age, gender, race, religion, ethnicity, sexual orientation, capabilities, and socioeconomic background.

diversity

Jenna loves her job. She is known as the "cheerleader" of the department because she is enthusiastic about every project and highly focused. Jenna displays employee _____.

engagement

Paulina believed that the new hires in her department were lazy for failing to make use of the company's expert software system, but the new hires had not been adequately trained to make use of the system. This is an example of _____.

fundamental attribution bias

Causal attribution is the act of

inferring causes for observed behavior

Tasha loves to travel, especially internationally. She's always eager to see new places, try new things, and learn about different cultures. Which Big Five personality dimension does this illustrate?

openness to experience

An employee who experiences headaches, backaches and nausea as a result of workplace stress is displaying _____ signs of stress.

physiological

Organizational behavior is a field of study that explains and ______ behavior.

predicts

Complete the sentence with all of the accurate statements regarding the relationship between conscientiousness and job performance. Conscientiousness is consistently and positively related to:

resilience supervisor-rated liking task performance leadership behavior

The extent to which you feel positive or negative about various aspects of your work is called job ______.

satisfaction

Liam knew that everyone else thought he was lazy and incompetent, so rather than tell his work team about an idea, he just let them do all of the work. As a result, his coworkers continued to feel he was lazy and incompetent. What does Liam's behavior demonstrate?

self-fulfilling prophecy

Connie believes that women are not as effective leaders as men. This is an example of a(n) _____ stereotype.

sex role

When women are viewed as moody, emotional, and catty, whereas men are seen as strong and powerful, it is an illustration of ______.

sex role stereotypes

The tendency to attribute to an individual the characteristics you believe are typical of the group to which that individual belongs is known as _____.

stereotyping

Kerri Ann feels very tense at work these days. Three people in her department quit, and it is up to her to complete her own work plus all of the work they would have done. She is anxious and often responds rudely when her manager speaks with her about a project. Kerri Ann is experiencing _____.

stress

Stress is the feeling of tension and pressure; the source of that stress is known as a(n) _____.

stressor

Forming a positive impression of an individual based on a single trait is called _____.

the halo effect

John has been interviewing job applicants all day. Finally he hires one of the last people he interviewed. He has forgotten important information about a better applicant who spoke to him earlier in the day. He is experiencing _____.

the recency effect

Kayla has made her sales quota every month during the past year except for last month. When her boss conducts her performance appraisal, he focuses on this factor, rather than looking at her sales performance during the previous 11 months. This is an example of _____.

the recency effect

During the monthly meeting, Ethan discussed the two positions that were open in his department since Marcus and Amy had both quit last week. Ethan is discussing the _____ in his department.

turnover

Jessica believes she should be concerned for the welfare of others. This belief is an example of a ______.

value