Final Study Guide - Chapters Quiz

Chapter 1 Assessment

Chapter 1 Assessment

Which of the following statements about leadership effectiveness is false?

Demographic characteristics such as gender have no effect on leadership behaviors. Explanation Research that has demonstrated that gender is a factor in leadership behaviors includes differences in task and social leadership, leader style, and assertiveness.

Negative emotions

are limiting. Explanation Negative emotions spur you to act in quite narrow or specific ways, thereby limiting you.

Alana looks at the clouds and sees flowers. Her brother, Sammy, looks at the same clouds and sees jellyfish. Alana and Sammy have different

perceptions. Explanation Perception is a cognitive process that enables us to interpret and understand our surroundings.

Barry set himself a goal of bowling at least one game above 250 (out of 300 possible) before the end of the season. This is a ________ goal.

performance Explanation A performance goal targets a specific end result. Barry's goal of bowling at least one game above 250 before the end of the season is an example of a performance goal.

Vanessa receives her evaluation. Her supervisor gives her high marks in __________, noting that Vanessa is especially strong in self-awareness and self management.

personal competence Explanation Self-awareness and self-management constitute personal competence.

Victor seems to want to control others and often manipulates people for his own gratification. He exhibits the need for

personal power. Explanation The negative face of power is called the need for personal power. People with this need want to control others, and they often manipulate people for their own gratification.

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 Explanation Evidence is mounting that social media confers a host of benefits for employees, such as -Increased job satisfaction and better work-life balance. -Performance and retention. -More creativity and collaboration.

As the mother of two small children, Jen struggles to make ends meet on her minimum-wage job. After paying rent and child care expenses, there is sometimes not enough money left at the end of the month to pay the heating bill. More than once the family has gone without warmth on cold nights, and she and the kids have gone to bed hungry. Which of the five basic needs is Jen struggling to meet?

physiological Explanation According to Figure 5.2, physiological need is the most basic need. This entails having enough food, air, and water to survive.

Bettina will experience _______ if her outcome to input ratio is greater than that of a relevant comparison person.

positive inequity Explanation Bettina will experience positive inequity when her outcome to input ratio is greater than that of a relevant comparison person.

What type of power tends to produce commitment?

positive legitimate, expert, and referent Explanation Positive legitimate power, expert power, and referent power tend to produce commitment.

As part of a work team in his office, it is Larry's job to make photocopies of relevant materials and hand them out to the team members during meetings. Which of the following task roles is Larry performing in his work team?

procedural technician Explanation Larry is performing the role of a procedural technician. The procedural technician performs routine duties (e.g., handing out materials or rearranging seats).

Sunshine Crackers introduces Wheat Flats,a cracker with more fiber, fewer calories, and great flavor. Wheat Flats is a great success. This is an example of __________ innovation.

product Explanation A product innovation is a change in the appearance or functionalilty/performance of a product or a service or the creation of a new one.

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

providing feedback. Explanation Feedback is when the receiver expresses a reaction to the sender's message.

Tammy participates actively in the weekly team meetings, but when it comes to doing her work, she tends to do it her own way, often disregarding company policies and her boss's wishes. Tammy is probably a(n)

rebel. Explanation Rebels show divergence from the leader and are least compliant.

The recommended way to look at resistance to change is to view it as caused by

recipient characteristics, change agent characteristics, and the relationship between the change agent and the recipient. Explanation Figure 16.8 illustrates that resistance is a dynamic interaction among three sources: recipient characteristics, change agent characteristics, and the change agent-recipient relationship.

Leader-member exchange theory focuses on the leader's

relationships with followers. Explanation The leader-member exchange (LMX) theory is based on the assumption that leaders develop unique one-to-one relationships with each of the people reporting to them.

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 Explanation Unlearned reflexes or stimulus-response connections are respondent behavior.

Anna blinks her eyes whenever she looks up at the sun. This is an example of

respondent behavior. Explanation Unlearned reflexes are respondent behavior.

Pete and Dana are working on a project together. They disagree on how to present the key concept of equality. Dana complains that Pete is dismissing her "feminist" position without consideration. Pete claims that Dana considers him a chauvinist. Wyatt, their supervisor, knows that both Pete and Dana are committed employees who support equality. He sits both of them down to work through the issues. This reflects _____ justice.

restorative Explanation Restorative justice reflects a shared belief in the importance of resolving conflict multilaterally through the inclusion of victims, offenders, and all other stakeholders.

John leads a team of 10 salespersons. He informs the team that the first member to achieve the year's target will be sent on an all-expenses-paid holiday to the Grand Canyon National Park. John is demonstrating __________ power.

reward Explanation Individuals or organizations have reward power if they can obtain compliance by promising or granting rewards.

Professor Smith promises Professor Davis that he will buy him dinner if Professor Davis covers class for him one day while Professor Smith is presenting a paper at a conference. Professor Davis agrees, although he is merely going to hand out an assignment to students and be available for questions if they have any. Professor Smith is using his ________ power and Professor Davis is ________.

reward; complying Explanation See Figure 12.4. Reward power tends to produce compliance.

Groups transform individuals into functioning organizational members communicating and enforcing ______ expectations.

role Explanation Groups transform individuals into functioning organizational members through subtle yet powerful social forces. These social forces, in effect, turn "I" into "we" and "me" into "us." Group influence weaves individuals into the organization's social fabric by communicating and enforcing both role expectations and norms. That is, group members positively reinforce those who adhere to roles and norms with friendship and acceptance.

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

rumination. Explanation Rumination is the uncontrollable repetitive dwelling on causes, meanings, and implications of negative feelings or events in the past.

Meghan is a little stressed over an assignment. She just can't seem to identify an easy way to get this work done, but she's not one to give up. Finally, she says: "If this way fails, I can always try another method." This indicates a positive

secondary appraisal. Explanation Secondary appraisals are perceptions of how able you are to deal or cope with a given demand.

In solving a problem, a manager

selects the optimal response. Explanation Solving problems is the optimal or ideal response.

At ABC Inc., each employee is required to evaluate himself or herself as part of preparation to meet with his or her manager for the annual employee performance review. As part of this, Daneesha prepared a thoughtful and comprehensive list of her strengths and weaknesses. What competence does this display?

self-awareness Explanation According to Table 3.6, self-awareness is displayed by knowing one's strengths and limits.

The part of CSE that can best be enhanced because it is most flexible is

self-efficacy. Explanation Self-efficacy is relatively more flexible than the other three components and thus can be enhanced.

Psychological empowerment is related to

self-efficacy. Explanation While structural empowerment draws on job design and characteristics, psychological empowerment is related to self-efficacy.

The critical aspect of organizational politics is the emphasis on

self-interest. Explanation The critical aspect of organizational politics is the emphasis on self-interest, as this distinguishes politics from other forms of influence.

When monitoring performance, Frank watches all of the following except

setting goals. Explanation Goals are set so that the manager has something to measure against. Monitoring includes all forms of measuring, tracking, or otherwise verifying progress and ultimate outcomes.

Which of the following is not an unethical tactic to use in negotiations?

showing emotions Explanation Many people believe that good negotiators show no emotion. Emotions are indeed an integral part of the human experience and part of most everything we do. Negotiation experts and researchers acknowledge this and provide guidance on how to use emotions to your advantage.

Able, Baker, and Charlie, Ltd., is an accounting partnership. The Internal Revenue Service has implemented new procedures for filing taxes beginning next year. What kind of change does this represent?

social and political pressures Explanation Social and political pressures are created by social and political events.

Halim hires a new employee who best meets the characteristics he is looking for in the ideal employee. He is

solving the problem. Explanation Solving problems is the optimal or ideal response.

The general strategy for the practical application of situational theories includes all of the following except

stick to one leadership style. Explanation The general strategy contains five steps (1) Identify important outcomes. (2) Identify relevant leadership behaviors. (3) Identify situational conditions. (4) Match leadership to the conditions at hand. (5) Determine how to make the match.

A(n) ________ outlines the organization's long-term direction and the actions necessary to achieve planned results.

strategic plan Explanation A strategic plan outlines an organization's long-term direction and the actions necessary to achieve planned results.

Which of the following is not a benefit of positive emotions?

survival orientation Explanation Negative experiences activate a survival orientation, which leads us to be more responsive to negative information.

To make a good first impression in an interaction with another, a person should do all of the following except

talk a lot about yourself. Explanation Five recommendations to make a good first impression are: (1) Set an intention—When you're preparing for an event, think of whom you'd like to meet and what you'd like to achieve from that introduction. Then, plan your energy, intro, and comments accordingly. (2) Consider your ornaments—Be sure your ornaments match your personality and your intended message. (3) Remember that your body speaks—Pay attention to the nonverbals. (4) Bust bad moods and bad days—If you cannot shake a bad mood or prevent your bad day from spilling over into your event, then stay home. (5) Be interested to be interesting—People tend to like people that like them.

Lana is frustrated with her OB project group. She frequently asks: "What's the problem with our group? We don't seem to be getting anywhere." This is a(n) ____ function.

task Explanation Task roles enable the work group to define, clarify, and pursue a common purpose

Ellen has worked on a project to market a new medication from beginning to end—advertising, packaging, etc. The design program wins an award. Ellen's _____ is high.

task identity Explanation Task identity is the extent to which the job requires an individual to perform a whole or completely identifiable piece of work.

In a study of executives from 300 companies, the most desirable soft skill named was

teamwork. Explanation Executives from 300 companies indicated that teamwork was the single most desirable soft skill (64 percent of executives).

The remedy for motivated blindness is

to root out conflicts of interest. Explanation Table 1.2 states that the remedy for motivated blindness is to root out conflicts of interest. Simply being aware of them doesn't necessarily reduce their negative effect on decision making.

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. Explanation Considerations about how you move and about your eye contact with your audience are part of the develop your stage presence step of the TED protocol for effective presentations.

Hope consists of

willpower and waypower. Explanation The two components of hope are willpower and waypower.

________ is an alternative dispute resolution technique in which disagreeing parties agree ahead of time to accept the decision of a neutral party in a formal courtlike setting, often complete with evidence and witnesses.

Arbitration Explanation Arbitration is an alternative dispute resolution technique in which disputing parties agree ahead of time to accept the decision of a neutral arbitrator in a formal courtlike setting, often complete with evidence and witnesses.

________ is a stress-reduction technique that uses electronic monitors to train people to detect muscular tension.

Biofeedback Explanation Cognitive restructuring is a stress-reduction technique in which irrational or maladaptive thoughts are identified and replaced with those that are rational or logical with help of a counselor. See Table 16.4.

Chapter 10 Assessment

Chapter 10 Assessment

Chapter 11 Assessment

Chapter 11 Assessment

Chapter 12 Assessment

Chapter 12 Assessment

_________ teams are created with members from different disciplines within an organization, such as finance, operations, and R&D.

Cross-functional Explanation Cross-functional teams are created with members from different disciplines within an organization, such as finance, operations, and R&D.

______ is the first step on the three-step journey (or approach) of the Organizing Framework.

Defining the problem Explanation Our applied approach to problem solving proposes three activities or steps: Step 1: Define the problem. Step 2: Identify the OB concepts or theories to use to solve the problem. Step 3: Make recommendations and (if appropriate) take action.

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

Efficacy Explanation The characteristic of PsyCap that consists of having confidence to take on and put in the necessary effort to succeed at challenging tasks is efficacy.

Which of the following is NOT a suggestion as to improving communications between generations?

Embrace the most current technology. Explanation Helpful suggestions for improving communications between generations were offered by trainer Dana Brownlee in an interview with Forbes: Match degree of formality with the culture. Use a variety of communication tools. Avoid stereotypes. Be aware of different values and motives. Be willing to learn and teach.

Adam is a new product development manager for Hello.com, an Internet match-making service. He has only two employees reporting directly to him. From what you have read about organization charts, what do you know for sure?

He has a narrow span of control. Explanation Span of control refers to the number of people reporting directly to a given manager. Spans of control range from narrow to wide. For example, the president in Figure 15.2 has a narrow span of control of two.

_______ is reflected in this statement: "I feel I am a person of worth, as good as other people."

High self-esteem Explanation "I feel I am a person of worth, as good as other people," is a positive statement reflecting high self-esteem.

________ organizational design organizes people around the workflow.

Horizontal Explanation Organizations defined by a horizontal approach work hard to flatten hierarchy and organize people around specific segments of the workflow.

Which of the following is a tip for more effective PowerPoint presentations?

Include questions on slides. Explanation Table 9.8 identifies 10 tips for more effective PowerPoint presentations. One of which is ask questions. Questions engage the audience or pique their interest, so use them!

______ refers to the amount of effort that we invest in an activity.

Intensity Explanation Intensity represents the amount of effort being invested in the activity.

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

Intentions; attitudes and planned behavior Explanation Ajzen developed and refined a model focusing on intentions as the key link between attitudes and planned behavior. See Figure 2.3.

_________ is a set of culturally learned signals by which we communicate what we mean and interpret others' meanings and evaluate one another as people.

Linguistic style Explanation Linguistic style refers to a person's characteristic speaking pattern.

Which of the following statements about mechanistic organizations is true?

Mechanistic organizations generally are expected to produce reliability and consistency in internal processes. Explanation The orderliness of mechanistic organizations is expected to produce reliability and consistency in internal processes, thereby resulting in higher efficiency, quality, and timeliness.

Which of the following statements about mindfulness is false?

Mindfulness requires less effort than letting our minds wander. Explanation Mindfulness requires effort because our brains work in ways that detract from staying focused.

__________ rely on leveraging technology and structural flexibility to maximize potential value through outsourcing and external collaboration.

Open designs Explanation Open design structures rely on leveraging technology and structural flexibility to maximize potential value through outsourcing and external collaboration.

_________ is behavior that is learned when one acts on the environment to produce desired consequences.

Operant behavior Explanation Operant behavior is behavior that is learned when one "operates on" the environment to produce desired consequences.

______ is a lack of concern for others, impulsive behavior, and a lack of remorse or guilt when one's actions harm others.

Psychopathy Explanation Psychopathy is characterized as a lack of concern for others, impulsive behavior, and a lack of remorse or guilt when one's actions harm others.

______ characteristics are quickly apparent to interactants.

Surface-level Explanation Surface-level characteristics are those that are quickly apparent to interactants, such as race, gender, and age.

_____ are deliberate plans that outline exactly what the team is to do, such as goal setting and defining roles.

Team performance strategies. Explanation Team performance strategies are deliberate plans that outline what exactly the team is to do, such as goal setting and defining particular member roles, tasks, and responsibilities.

At Cornet Company, employees and teams had higher performance, greater job satisfaction, and increased organizational commitment when their managers showed ________ behaviors.

Theory Y Explanation Theory Y is a modern and positive set of assumptions about people at work: They are self-engaged, committed, responsible, and creative.

Jennifer wins an art contest. She attributes the outcome to luck. Jennifer is likely to have

an external locus of control. Explanation Those who believe their performance is the product of circumstances beyond their immediate control possess an external locus of control.

People with __________ see themselves as masters of their own fate.

an internal locus of control Explanation People who believe they control the events and consequences that affect their lives are said to possess internal locus of control. They see themselves as masters of their own fate.

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. Explanation Anchoring bias occurs when decision makers are influenced by the first information they receive about a decision, even if it is irrelevant.

Meg manages a small nonprofit group that assists abused women. Recently Sarah, one of her employees, notices that Meg has been more focused on getting good press for herself than for the women that she helps. Meg wants to position herself to win the Personal Service Award from the mayor of their community. Sarah thinks they should work towards positioning their group for additional funding. In this case, political tactics that counter Meg's interests will likely

benefit the organization. Explanation When destructive leaders create organizational goals and objectives to suit their own interests—their egos or their personal legacies. Political tactics that counter these interests are likely to be positive for the organization.

Which of the following is not a characteristic of a servant-leader?

charisma Explanation Servant-leadership characteristics are listening, empathy, healing, awareness, persuasion, conceptualization, foresight, stewardship, commitment to the growth of people, and building community.

A(n) ________ is a group of people actively pursuing a particular issue.

coalition Explanation A coalition is an informal group bound together by the active pursuit of a single issue.

Linda wants to leave her company. No one ever seems to do what they say they will do. In addition, her manager's expectations seem to change from one day to the next. Linda is missing

contractual trust. Explanation Contractual trust is trust of character.

Which of the following is an organizational function of a group?

coordinate interdepartmental efforts Explanation According to Table 8.1, coordinating interdepartmental efforts is one organizational function of a group.

The idea behind the job characteristics model is that

core job characteristics lead to critical psychological states. Explanation Hackman and Oldham proposed that intrinsic motivation is determined by three psychological states. These psychological states are fostered by the presence of five core job characteristics. The model is illustrated in Figure 5.10.

Marge is managing several new strategies. Her team knows that she is under pressure to bring all these projects in on schedule and within budget. Marge wants to empower Jason, her assistant project manager, to lead for self-determination or choice. She should

delegate important tasks to Jason. Explanation Managers lead for self-determination by delegating meaningful assignments and tasks.

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 Explanation Intuition represents judgments, insights, or decisions that come to mind on their own, without explicit awareness of the evoking cues and of course without explicit evaluation of the validity of these cues.

The leadership theory that is based on the assumption that leaders develop unique one-to-one relationships with each of the people reporting to them is

leader-member exchange. Explanation The leader-member exchange (LMX) theory is based on the assumption that leaders develop unique one-to-one relationships with each of the people reporting to them.

In which of the following situations would a leader's situational control be considered low?

leader-member relations poor; task structure low; position power weak Explanation Situation VIII is a low control example where the leader-member relations are poor, the task structure is low, and the position power is weak.

The ________ perspective focuses on providing employees with the capabilities, resources, and work environment they need to achieve their goals.

learning and growth Explanation The learning and growth perspective focuses on providing employees with the capabilities, resources, and work environment they need to achieve customer, internal business processes, and financial goals. It's the foundation of all other goals in a scorecard.

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. Explanation Media richness involves the capacity of a given communication medium to convey information and promote understanding.

Amy receives a note from Carrie, asking her to pick up some materials for a project from Staples. Amy does the shopping, but misses a few items because she can't decipher Carrie's writing. This is an example of

noise. Explanation Noise represents anything that interferes with the transmission and understanding of the message.

The levels of organizational culture are

observable artifacts, espoused values, and basic underlying assumptions. Explanation Organizational culture operates on three levels: (1) observable artifacts, (2) espoused values, and (3) basic underlying assumptions.

Teams with high levels of ______ and ______ deal with task conflict better than those without these characteristics.

openness; emotional stability Explanation Team research shows that teams with members who possess high levels of openness and emotional stability deal with task conflict better than those without these characteristics.

________ 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 Explanation In 360-degree feedback individuals compare perceptions of their own performance with behaviorally specific performance information from their manager, subordinates, and peers.

Chapter 13 Assessment

Chapter 13 Assessment

Chapter 14 Assessment

Chapter 14 Assessment

Chapter 15 Assessment

Chapter 15 Assessment

Chapter 16 Assessment

Chapter 16 Assessment

Chapter 7 Assessment

Chapter 7 Assessment

Chapter 8 Assessment

Chapter 8 Assessment

Chapter 9 Assessment

Chapter 9 Assessment

Which of the following is not a best practice for becoming more productive?

Check social media every two hours. Explanation You should actually trade off social and gaming time. Whatever amount of time you spend playing video games or connecting on social media, try reallocating some of it to clearing e-mails or tackling other items on your to-do list.

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

Climate Explanation Climate represents employees' shared perceptions of policies, practices, and procedures.

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

Personality is highly unlikely to be a source of incivility. Explanation Figure 10.3 illustrates some common causes of various forms of incivility.

Which of the following is not one of the suggestions coming out of the TED protocol?

Use the latest technology available to appear to be up to date. Explanation In Step 4, plan your multimedia, don't feel compelled to use the latest and greatest or any technology at all. But whatever you choose, keep it simple and don't let it distract the audience.

__________ are the most effective schedules of reinforcement.

Variable ratio and variable interval Explanation Variable ratio and variable interval schedules of reinforcement produce the strongest behavior that is most resistant to extinction.

_______ represents what individuals and organizations aspire to be when they are at their very best.

Virtuousness Explanation Virtuousness represents what individuals and organizations aspire to be when they are at their very best.

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

Waypower Explanation The need to see one or more alternative paths to achieve your goal even when faced with adversity is waypower.

We have the cognitive capacity to process words at a much higher rate than people speak. Which of the following can result from this?

We miss or lose some of what we hear. Explanation Cognitive processes are being underutilized, leading to daydreaming and distractions, which leads us to miss some of what we hear.

Fred always announces his decisions at weekly staff meetings. He doesn't waste time asking for employee input because he already knows what he wants to do. This reflects ________, the lowest level of empowerment.

authoritarian power Explanation According to Figure 12.6, the lowest level of empowerment is authoritarian power.

The styles of conflict handling are differentiated along two dimensions:

concern for others and concern for self. Explanation Figure 10.5 shows that five of the most common styles of conflict handling are distinguished based on relative concern for other (x-axis) and concern for self (y-axis).

People who are high on openness to experience are likely to demonstrate

curiosity and broad-mindedness. Explanation According to Table 3.2, someone who scores high on openness to experience would be intellectual, imaginative, curious, and broad-minded.

In power distribution, the manager adopts the _____ style.

delegation Explanation In power distribution, the manager adopts the delegation style. See Figure 12.6.

In which stage of the organizational socialization process would an onboarding program be provided?

encounter Explanation Many companies use a combination of orientation and training programs to socialize employees during the encounter phase. Onboarding is one such technique.

Jeff has been a project assistant for XYZ Corporation for five years. Recently he was asked to train Harriet, a new employee. He suggests that she use an Excel worksheet to lay out the projects she is currently working on, and she complies. He is using _______ power.

expert Explanation Valued knowledge or information gives an individual expert power over those who need such knowledge or information.

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 Explanation Weakening behavior by ignoring it or making sure it is not reinforced is referred to as extinction.

During group meetings, Patty feels that everyone should have their say whenever the group makes an important decision. She makes sure that every group member gets the chance to put forth his or her own ideas during the meeting. Which of the following maintenance roles is Patty performing?

gatekeeper Explanation Patty is performing the role of a gatekeeper. Maintenance roles foster supportive and constructive interpersonal relationships. The gatekeeper encourages all group members to participate.

The primary intent of Bagley's decision tree model is to

help in making more ethical decisions. Explanation A decision tree can help managers make more ethical decisions.

Veronica just accepted a job at QuizBiz. She left a large company that offered big bonuses for salespersons who exceeded their quotas. At QuizBiz, the individual bonuses are smaller, but there are team rewards as well. This is known as a _____ reward system.

hybrid Explanation Organizations that foster the greatest collaboration and assemble the most effective teams typically use hybrid reward systems that recognize both individual and team performance.

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

integrative Explanation An integrative negotiation describes a situation where an agreement can be found that is better for both parties than what they would have reached through distributive negotiation.

By ___________, a person can develop self-awareness.

knowing his or her own strengths and limits Explanation According to Table 3.6, a person can develop his or her self-awareness by reading one's own emotions and recognizing their impact; using "gut sense" to guide decisions; knowing one's strengths and limits; and having a sound sense of one's self-worth and capabilities.

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 Explanation Nonverbal communication is any message sent or received independent of the written or spoken word.

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

objective Explanation Table 6.3 uses production rates to illustrates an objective goal.

"How much do I value the rewards I receive?" This question addresses

our valance. Explanation Valence describes the positive or negative value people place on outcomes.

The _______ effect is the attraction of all living systems toward that which is life-giving and away from that which is life-depleting.

positivity Explanation The positivity effect is the attraction of all living systems toward positive energy and away from negative energy, or toward that which is life giving and away from that which is life depleting.

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

practices Explanation Organizational practices refer to a host of procedures, policies, practices, routines, and rules that organizations use to get things done.

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

Conservation Explanation Conservation is defined by order, self-restriction, preservation of the past, and resistance to change (i.e., security, conformity, tradition).

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

Contingency approach Explanation The contingency approach is to do what the situation requires, rather than applying a one-size-fits-all approach and simply doing what has always been done.

_________ are levers for changing organizational culture, addressing all three levels of culture.

Deliberate role modeling, training, and coaching Explanation Table 14.1 indicates that the deliberate role modeling, training, and coaching mechanism addresses all three levels of culture.

Which of the following statements is true? -PERMA elements are positively related to good health, but are not related to work-related outcomes such as organizational commitment and career satisfaction. -Well-being is a single, unique concept that is related to happiness. -Employees' level of flourishing is related to organizational outcomes such as productivity and financial performance. -Positive emotions "happen to people"; they cannot be pursued proactively. -PERMA should be pursued as a means to obtain a better career.

Employees' level of flourishing is related to organizational outcomes such as productivity and financial performance. Explanation Flourishing is positively related to outcomes at both the group/team level-team performance-and the organizational level-overall productivity and financial performance.

_________ is(are) the efforts to enhance employee performance, well-being, and positive attitudes.

Empowerment Explanation Empowerment is defined as efforts to enhance employee performance, well-being, and positive attitudes.

Pierre is a foreman in a plant. He has 25 line workers who report to him on the night shift. From what you have read about organization charts, what do you know for sure?

He has a wide span of control. Explanation Span of control refers to the number of people reporting directly to a given manager. Spans of control can range from narrow to wide. For example, the president in Figure 15.2 has a narrow span of control of two. Narrow spans of control tend to create "taller" organizations or those that are more hierarchical. In contrast, a wide span of control leads to a "flat" organization. The executive administrative director in Figure 15.2 has a wider span of control of five. Historically, spans of 7 to 10 people were considered best.

_________ is(are) an example of social and political pressures for change.

Impact of climate change Explanation Social and political pressures are created by social and political events. For example, widespread concern about the impact of climate change and rising energy costs have been important forces for change in almost every industry around the world.

______ is(are) conscious efforts to affect and change a specific behavior in others.

Influence tactics Explanation Influence tactics are conscious efforts to affect and change a specific behavior in others.

Jim is the daytime supervisor for an automobile assembly line. He supervises 45 workers who perform routine jobs that require minimal training. Which of the following statements would indicate that Jim is following the transactional model of leadership?

Jim sets goals, monitors progress toward goal achievement, and rewards and punishes people for their level of goal accomplishment. Explanation Transactional leadership focuses on clarifying employees' role and task requirements and providing followers with positive and negative rewards contingent on performance.

A firm trained its customer service representatives who handled telephone inquiries to handle walk-in customers as well. The firm engaged in

Job enlargement. Explanation Job enlargement involves putting more variety into a worker's job by combining specialized tasks of comparable difficulty. Here, the firm introduced variety into the jobs of customer service representatives by training them to handle walk-in customers as well.

__________ is the use of manipulation, a cynical view of human nature, and a moral code that puts results over principles.

Machiavellianism Explanation Machiavellianism entails the use of manipulation, a cynical view of human nature, and a moral code that puts results over principles.

In some business situations, you will make recommendations to solve a problem. Which of the following actions can help improve the quality of your recommendations?

Make sure that your recommendations address the causes of the problem. Explanation If you map recommendations onto the causes of the problem, you can be more confident that as you remedy the causes, you will solve or at least ease the underlying problem.

_____ is a key input to positivity from person factors.

Mindfulness Explanation As seen in Figure 7.1, inputs and processes that drive positive organizational behavior are positive emotion, mindfulness, psychological capital, and organizational culture and climate.

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 Explanation Exhibiting OCBs (organizational citizenship behavior) is likely to create positive impressions about you among your colleagues and manager. In turn, these impressions affect your ability to work with others, your manager's evaluation of your performance, and ultimately your promotability.

Harriet is an active member of the large Freshman Orientation board. There are five separate teams on this board, and they all want Harriet as a member because she is good at keeping the team on track. Which of the following behaviors does Harriet exhibit?

She helps plan and organize work; monitors progress; and provides constructive feedback. Explanation As someone who keeps the team on track, Harriet helps plan and organize work; monitors progress; and provides constructive feedback.

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, Explanation As illustrated in Figure 6.2, performance management has multiple steps or components: Step 1: defining performance Step 2: monitoring and evaluating performance Step 3: reviewing performance Step 4: providing consequences Step 1 is to set goals and communicate performance expectations.

Tanya is the night supervisor for a data processing company. She supervises 26 workers who perform routine jobs that require minimal training. Which of the following statements would indicate that Tanya is following the transformational model of leadership?

Tanya seeks to motivate employees to pursue organizational goals above their own self-interests. Explanation Transformational leaders motivate employees to pursue organizational goals above their own self-interests.

Which of the following is not one of the top four skills desired by employers?

Teamwork Explanation According to Table 1.1, the top four skills most desired by employers are critical thinking, problem solving, judgment and decision making, and active listening.

The Ethics Review Board at XYZ College is composed of students who were elected by the student body. When a student is charged with an ethics violation, the board meets to hear both sides of the dispute in a confidential meeting. Their decisions are not binding on the parties, according to college policies. They are acting as

a peer review team. Explanation They are acting as a peer review team. A peer review team is a panel of trustworthy coworkers (in this case, fellow students), selected for their ability to remain objective, that 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.

Research has shown that

a person's behavior and performance are a function of interdependent person and situation factors. Explanation Many observers believe that some people are by their nature better suited than others to perform well at work. In contrast, others believe that some people are clearly better in a given job or situation. Nobody is the best at everything. This common view is supported by research in psychology and OB. Notably, the interactional perspective states that behavior is a function of interdependent person and situation factors.

You're Kidding Me, Inc., is a company that develops video games. The company's primary vision is innovation and quick adaptation to the changing environment of the gaming industry, particularly for children. The CEO of the company values creativity and frequently urges her employees to think outside-the-box in order come up with the next big idea. Which of the following best describes You're Kidding Me's organizational culture?

adhocracy Explanation Companies with an adhocracy culture have an external focus and value flexibility. Creation of new products and services is the strategic thrust of this culture, which is accomplished by being adaptable, creative, and fast to respond to changes in the marketplace.

Which of these would you not see from an inspiring transformational leader?

authoritarian leadership Explanation Figure 13.5 provides a sketch of how transformational leaders rely on these four key leader behaviors (second column from left): inspirational motivation, idealized influence, individualized consideration, and intellectual stimulation.

Alexa, a manager, explains to Harvey that if he is late to work one more time in the next six weeks he will be suspended without pay for a day. Alexa is exercising _______ power.

coercion Explanation The ability to make threats of punishment and deliver actual punishment gives an individual coercive power.

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

cognitive dissonance Explanation Cognitive dissonance represents the psychological discomfort a person experiences when simultaneously holding two or more conflicting cognitions (ideas, beliefs, values, or emotions).

Alexis, a customer service supervisor at ABC Airlines, typically seeks the full participation of her team members when planning, making important decisions, and implementing changes. Which one of the nine generic influence tactics is she using?

consultation Explanation Consultation is getting others to participate in planning, making decisions, and changes.

Using ______ is a way of getting others to participate in planning, making decisions, and changes.

consultation Explanation Consultation is getting others to participate in planning, making decisions, and changes.

Pop's Ice Cream Store sales were down 15 percent this summer. The owner, Pop, says that in his experience rainy summers mean lower ice cream sales. Jonathan, his assistant, notices the staff at Pop's appear uninterested and slow to serve customers. He would like to replace at least one of them with a younger college student for the rest of the summer. Jonathan is using a(n) ______ perspective.

contingency Explanation 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—over-reliance on hindsight, lack of rigor, and lack of objectivity. An important part of your success is your ability to know which tools to use and under what circumstances. This is described as a contingency approach to managing people.

The stages of OD are, in order,

diagnosis, intervention, evaluation, and feedback. Explanation Four stages of OD are: diagnosis, intervention, evaluation, and feedback. See Figure 16.7.

The two basic types of negotiation are

distributive and integrative. Explanation Negotiation experts often distinguish between two fundamental types of negotiation: distributive and integrative.

Queen Electric is structured around five primary business divisions: Queen Power, Queen Oil & Gas, Queen Energy Connections, Queen Transportation, and Queen Digital. These business areas are subdivided further into either product or geographic divisions. What kind of structure has Queen Electric adopted?

divisional Explanation In a divisional structure, employees are segregated into organization groups based on similar products or services, customers or clients, or geographic regions.

The advantage of _________ as a means of overcoming change is that once persuaded, people will often help with the implementation of the change.

education and communication Explanation The advantage of the education and communication approach is that once persuaded, people will often help with the implementation of the change. See Table 16.3

There are two competing explanations about the origin of linguistic styles between men and women: ______ and ______.

evolutionary psychology; social role theory Explanation There are two competing explanations about the origin of linguistic styles between men and women. Some researchers believe interpersonal differences between women and men are due to inherited biological differences between the sexes. This perspective, also called the evolutionary psychology or Darwinian perspective, attributes gender differences in communication to drives, needs, and conflicts associated with reproductive strategies used by women and men. The second perspective, social role theory, suggests that girls and boys are taught to communicate differently. Here is what these explanations suggest about male and female communication patterns.

Michael wants to be president of his division. Everything he does is geared to that objective. He pushes his employees to to meet higher quotas, criticizes anyone who doesn't put in 10 to 12 hour days, and demands results before the due date. He is arrogant and dominant. Michael is

exhibiting narcissism. Explanation Narcissism is defined as having a self-centered perspective, feelings of superiority, and a drive for personal power and glory.

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 Explanation Expectations and norms about communication represent the key issue when considering communication across generations.

"Different people may perceive similar situations in different ways and similar people may perceive different situations in the same way." This represents the _____ perspective.

interactional Explanation The interactional perspective states that behavior is a function of interdependent person and environmental factors.

The distinction between flexible and fixed individual differences

is that managers have little or no impact on fixed differences. Explanation Managers have little or no impact on fixed individual differences.

A neutral and trained third party can guide others to find innovative solutions to conflict. To ensure neutrality, most organizations hired ADR qualified outsiders. In this case, a(n) _________ is one who does not render a decision. Rather, it is up to the parties to the conflict to reach a mutually acceptable decision.

mediator Explanation A neutral and trained third party guides the others to find innovative solutions to the conflict. To ensure neutrality, most organizations hire ADR qualified outsiders. Unlike an arbitrator, a mediator does not render a decision. It is up to the disputants to reach a mutually acceptable decision. The Equal Employment Opportunity Commission (EEOC) implemented mediation in the 1990s and cut the average time to resolution by 80 percent!

The _______ for Mortimer, Inc. is "We build the world's best mousetraps."

mission statement Explanation Mission statements represent the reason organizations exist.

Because the auditors of XYX Company accepted a client firm's questionable financial statements when the infractions have occurred over time, James believes that they are

on a slippery slope. Explanation Table 1.2 states the slippery slope occurs when we are less able to see others' unethical behavior when it develops gradually (e.g., auditors may be more likely to accept a client firm's questionable financial statements if the infractions have accrued over time).

A(n) ________ helps new recruits integrate, assimilate, and transition to new jobs by making them familiar with corporate policies, procedures, culture, and politics and by clarifying work-role expectations and responsibilities.

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

When a business doesn't have control of all the environmental forces, it is called __________ design. For example, Acme Medical relies on predictions and contingencies to cope with unexpected input. Last year, an influenza epidemic affected suppliers, personnel, and even customers, causing lost production and lost profit.

open Explanation Organizations defined by an open approach tend to have hollow, modular, or virtual structures. Each of these structures relies on leveraging technology and structural flexibility to maximize potential value through outsourcing and external collaboration.

Which of the following is not an example of a hygiene factor?

recognition Explanation Hygiene factors—including company policy and administration, technical supervision, salary, interpersonal relations with one's supervisor, and working conditions—cause a person to move from a state of no dissatisfaction to dissatisfaction.

Therese is a charismatic person who is often able to get other employees to work late on special projects by being very friendly and fun to be around. She is exercising her ______ power.

referent Explanation Referent power is when one's personal characteristics and social relationships become the reason for compliance. Charisma is commonly associated with referent power.

Josephine is on a four-person project team in her management class. The team produces four reports during the term, and each person leads one of these projects. The project Josephine leads earned an A, while the team receives Cs on the other three reports. Josephine believes that her project was successful was because of her leadership abilities, while the other projects were not as good because of the inadequate skills of the other team members. She demonstrates ______ in her beliefs.

self-serving bias Explanation The self-serving bias represents one's tendency to take more personal responsibility for success than for failure.

Problem solving and critical thinking are ______ because they use logic and reasoning to develop and evaluate options.

soft skills Explanation Soft skills relate to human interactions and include both interpersonal skills and personal attributes. They include problem solving, critical thinking, active listening and judgment and decision making.

The __________ includes inputs, strategic plans, target elements of change, and outputs. It is a very practical approach that can diagnose what to change and how to evaluate the success of a change effort.

systems model of change Explanation Figure 16.6 shows the four targeted elements of change: (1) organizational arrangements, (2) social factors, (3) methods, and (4) people.

Extrinsic rewards come from ________ and intrinsic rewards come from ________.

the environment; oneself Explanation Extrinsic rewards come from the environment. Intrinsic rewards are self-granted.

Why do recruiters use virtual interviews?

to reduce problems associated with implicit cognition Explanation More companies now are using virtual interviews as a tool for reducing problems associated with implicit cognition. Virtual interviews can improve the accuracy of job interviews and reduce costs: -Consistency. Video-enabled interviews standardize the process, which leads to more reliable evaluations. For example, Walmart uses video interviews to obtain a better idea of how candidate pharmacists will interact with customers. T.G.I. Friday's restaurant selects restaurant managers through video interviews for the same reason. -Collaboration. Whether they are recorded or live, video interviews can encourage collaboration among those making hiring decisions. And experts suggest more input leads to better candidate selection. -Saving time and money.

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. Explanation A study of work values across 16,000 people from different generational groups suggests that organizations should consider implementing work policies that are targeted toward different generational groups.

Chapter 5 Assessment

Chapter 5 Assessment

Chapter 6 Assessment

Chapter 6 Assessment

__________ theory holds that people are motivated to behave in ways that produce desired combinations of expected outcomes.

Expectancy Explanation Expectancy theory holds that people are motivated to behave in ways that produce desired combinations of expected outcomes.

_____ is(are) when we hold others less accountable for unethical behavior that is carried out through third parties.

Indirect blindness Explanation Table 1.2 states that indirect blindness occurs when we hold others less accountable for unethical behavior when it's carried out through third parties.

_______ is the popular term for linking monetary incentives with results or accomplishments.

Pay for performance Explanation Pay for performance is the popular term for monetary incentives linking at least some portion of the one's pay directly to results or accomplishments.

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. Explanation On the positive side, 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. This can lead to confidence and goodwill about how a company is responding to events.

JM Video Games uses ________ to help design new products. It reviews proposed designs twice a year, and the winner of the design competition is awarded $2,500.

crowdsourcing Explanation Crowdsourcing occurs when companies invite nonemployees to contribute to achieving particular goals and manage the input process via the Internet.

Shoney's hired African Americans to fill positions of dining-room supervisors and vice presidents, added more franchises owned by African Americans, and purchased more goods and services from minority-owned companies. This represents the _____ option that organization can use to address diversity issues.

include/exclude Explanation Include/exclude is an outgrowth of affirmative action programs. Its primary goal is to either increase or decrease the number of diverse people at all levels of the organization.

Connie knows that Benton Inc. is not growing. In fact, it's lost a lot of business to new competitors. She asks her managers 1. What is Benton Inc. doing wrong? 2. What can the company do to turn things a round? 3. Should the goals or mission of the company change? She wants them to question the status quo and seek innovative and creative solutions to organizational problems. What kind of behavior is Connie exhibiting?

intellectual stimulation Explanation Intellectual stimulation involves behaviors that encourage employees to question the status quo and to seek innovation and creative solutions to organizational problems.

In empowering employees, to lead for progress, managers should

monitor and reward employees.. Explanation Managers lead for progress by monitoring and rewarding others.

In which stage of the group development process do group members resolve their power struggles so that something can be accomplished?

norming Explanation Groups that make it through storming and into the norming stage generally do so because a respected member, other than the leader, challenges the group to resolve its power struggles so something can be accomplished.

Of the following, ________ is the least frequently used influence tactic.

pressure Explanation The following tactics are listed in rank order, beginning with most frequently used: 1.rational persuasion 2.inspirational appeals 3.consultation 4.ingratiation 5.personal appeals 6.exchange 7.coalition tactics 8.pressure 9.legitimating tactics

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

Organizational commitment Explanation Organizational commitment reflects the extent to which an individual identifies with an organization and commits to its goals.

Which of the following statements about applying organizational socialization research is true?

Organizations can use socialization tactics to promote ethical behavior. Explanation More and more organizations use socialization tactics to reinforce a culture that promotes ethical behavior.

__________ are perceptions of whether a stressor is irrelevant, positive, or negative.

Primary appraisals Explanation Primary appraisals are perceptions of whether a stressor is irrelevant, positive, or negative.

Ryan, Jerry, and Mark belong to Sigma Phi Upsilon fraternity. They pride themselves on being a group of solid students with leadership abilities. As a result, they often seem to hijack Fraternity Council Leadership meetings. Clearly, they feel they know how all the fraternities on campus should operate. This very high level of cohesiveness in a group.

causes groupthink. Explanation Too much cohesiveness can breed groupthink because a desire to get along pushes aside critical thinking.

Some organizations block employees' access to social media sites. This can

damage employee morale and loyalty. Explanation Blocking social media sites -can alienate employees. -is only fair if employers expect employees to be connected and responsive 24/7 to work-related e-mails, such as those from managers, coworkers, clients, or suppliers. -suggests a lack of trust.

Marion will receive a promotion and a raise if she completes a difficult assignment. This is an example of

extrinsic motivation. Explanation Extrinsic motivation results from the potential or actual receipt of extrinsic rewards, such as a promotion.

A(n) _________ culture develops reliable internal processes, extensive measurement, and a variety of control mechanisms.

hierarchy Explanation A hierarchy culture has an internal focus and values stability and control. This orientation leads to the development of reliable internal processes, extensive measurement, and the implementation of a variety of control mechanisms.

Janice has transferred to the contract management group at the HMO that employs her. She has been through two months of training and is now working closely with Nancy to better understand the values and expectations of the group. Janice is in the ____ phase of mentoring.

initiation Explanation The four phases of mentoring are initiation, cultivation, separation, and redefinition. The initiation phase lasts 6 to 12 months and starts during the encounter phase of socialization. Mentors socialize new employees about the values, norms, and expectations associated with the organization's culture during this phase.

When Mr. Brown, the new CEO of XYZ Department Stores, took over, his first action was to get rid of the organization's existing marketing strategy, which was heavily based on couponing. He replaced it with a strategy of low prices every day, a policy with which some of its competitors were having much success. This was a(n) ________ change.

innovative Explanation Figure 16.4 identifies innovative change as introducing a practice new to the organization. Innovative change falls midway on the continuum of complexity, cost, and uncertainty.

Which of the following mechanisms for changing organizational culture addresses only the level of basic underlying assumptions of culture?

leader reactions to critical incidents and organizational crises Explanation Table 14.1 indicates that the organizational activities, processes, or outcomes mechanism addresses only the basic assumption level of organizational culture.

Which of the following statements is true? -Evidence-based decision making should never be used in making decisions. -Evidence-based decision making should never be used in informing decisions. -Evidence-based decision making should never be used in supporting decisions. -Evidence-based decision making should always be used in supporting decisions. -Evidence-based decision making should sometimes be used in supporting decisions.

Evidence-based decision making should sometimes be used in supporting decisions. Explanation Evidence is used in three different ways: to make a decision, to inform a decision, and to support a decision. Evidence is used to make a decision whenever the decision follows directly from the evidence. Evidence is used to inform a decision whenever the decision process combines hard, objective facts with qualitative inputs, such as intuition or bargaining with stakeholders. These two uses of evidence are clearly positive and should be encouraged.

______ is not a content theory of motivation.

Expectancy theory Explanation Content theories include: McGregor's Theory X and Theory Y; Maslow's need hierarchy theory; acquired needs theory; self-determination theory; and Herzberg's motivator-hygiene theory. Expectancy theory is a process theory of motivation.

Which of the following actions does not foster employee positivity?

Focus only on providing positive feedback. Explanation Organizations can provide decision-making discretion, share information, minimize incivility, and provide feedback. Feedback can be both motivational and instructional, and therefore can include negative feedback.

Which of the following statements about goals and goal setting is not true?

Goals should be set at a level just beyond reachable "stretch" goals. Explanation People must have the ability and resources needed to achieve the goal, and they need to be committed to the goal. If these conditions are not met, goal setting does not lead to higher performance.

_______ 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 Explanation Groupthink 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.

Which of the following statements about impression management is false?

Impression management is generally damaging to careers. Explanation A moderate amount of upward impression management is a necessity for the average employee today. For example, ingratiation can slightly improve your performance appraisal results and make your boss like you significantly more. Engage in too little impression management and busy managers are liable to overlook some of your valuable contributions when they make job assignment, pay, and promotion decisions. Too much, and you run the risk of being branded a "schmoozer," a "phony," and other unflattering things by your coworkers. Consider, for instance, that noticeable flattery and ingratiation can backfire by embarrassing the target person and damaging your credibility.

Mary Flowers, the founder of MedTran, an offsite transcription service, asks transcribers to discuss their potential problems at weekly staff meetings. ___________ is the process that a learning organization uses to share information among its people.

Information distribution Explanation Information distribution pertains to the processes or systems that people, groups, or organizational units use to share information among themselves.

At Peter James Consulting, managers are in the process of submitting their budget cuts for the next fiscal year. In evaluating alternatives, managers should consider all of the following except

Is this the choice that I, personally, would like to make? Explanation Managers need to evaluate alternatives in terms of costs and quality, ethicality, feasibility, and will it remove the causes and solve the problem.

Angela works for a company that does not provide good health benefits or career opportunities. Her _____ is most likely to be negative.

POS Explanation Perceived organizational support (POS) reflects the extent to which employees believe their organization values their contributions and genuinely cares about their well-being.

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

Technology, Education, Design. Explanation TED stands for Technology, Education, Design.

Manuel wanted friendly and close interpersonal relationships with his colleagues. According to McClelland's need theory, this desire is known as a need for

affiliation. Explanation The need for affiliation is the desire to maintain social relationships, to be liked, and to join groups.

Identifying and modeling appropriate ways for people to interact with colleagues is a(n) ________ strategy.

antibullying Explanation Anti-bullying strategies for groups and organizations include: -Develop a workplace bullying policy. -ncourage open and respectful communication. -Develop a clear procedure for handling complaints about bullying. -Identify and model appropriate ways for people to interact with colleagues. -Develop and communicate a system for reporting bullying. -Identify and resolve conflicts quickly and fairly to avoid escalation. -Identify the situations, policies, and behaviors likely to cause bullying or allow it to occur. -Train employees to manage conflict. -Establish and enforce clear consequences for those who engage in bullying. -Monitor and review employee relationships, with particular attention to fairness.

Mosco's is a ____________ in which management has largely succeeded in breaking down barriers among internal levels, job functions, and departments, as well as reducing external barriers between the organization and those with whom it does business.

boundaryless organization Explanation A boundaryless organization is one where management has largely succeeded in breaking down barriers among internal levels, job functions, and departments, as well as reducing external barriers between the association and those with whom it does business.

According to Barbara Fredrickson's theory, positive emotions

broaden your perspective and build on themselves. Explanation Barbara Fredrickson's "broaden and build" theory states that positive emotions broaden your perspective about how to overcome challenges in your life. Positive emotions also build on themselves, resulting a spreading of positive emotions within yourself and those around you.

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

buffering Explanation Organizations can provide decision-making discretion, share information, minimize incivility, and provide feedback. Feedback can be both motivational and instructional, and therefore can include negative feedback.

By doing attitude surveys of all staff, Cue Manufacturing shows management that moral is quite low and, as a result, the risk to safety is quite high. Management knows they have to take action. They decide to modify employee shift hours and breaks. Once employees and managers begin to see how these actions are benefiting them, the company and those around them, they will begin to participate more fully in the transition. This occurs during the ________ stage of the Lewin model.

change Explanation The changing stage entails providing employees with new information, new behavioral models, new processes or procedures, new equipment, new technology, or new ways of getting the job done.

XYZ, Inc., makes consumer products such as shampoo, conditioner, deodorant, and toothpaste. Recently, market research conducted at a university revealed that consumer tastes have changed, and consumers now want their products to come in pastel colors. Currently, XYZ's products all follow a deep blue packaging scheme. What source of change is this?

changing customer preferences Explanation This change is customer and market changes. Customers are increasingly sophisticated and demand the companies with whom they do business to deliver higher value products and services.

What cultural types represent competing values?

clan and market Explanation Certain cultural types reflect opposing core values. These contradicting cultures are found along the two diagonals in Figure 14.5. For example, the clan culture (upper-left quadrant) is represented by values that emphasize an internal focus and flexibility, whereas the market culture (bottom-right quadrant) has an external focus and concern for stability and control.

Tony has a full courseload and a full-time job. He has tried everything he can think of to help him deal with his stress, but nothing has worked. He plans to go see a counselor next week. What method relies on therapeutic intervention?

cognitive restructuring Explanation Cognitive restructuring is a stress-reduction technique where irrational or maladaptive thoughts are identified and replaced with those that are rational or logical. See Table 16.4.

On her first day of work for ABC Company, Justine attended a full-day session with other new employees to learn about company policies and procedures. Each person in that session was introduced to a specific person whom they would all meet with once a week over the next two months to answer their questions about the company. This experience would be described as

collective and serial. Explanation The collective tactic is grouping newcomers and exposing them to a common set of experiences (e.g., all new hires attend an orientation session on the same day). The serial tactic of the newcomer is socialized over time with the help of an experienced member (e.g., a buddy system of orientation). See Table 14.2.

Norman is elected president of the debate club. He is known as a team player. That means that Norman is

committed, collaborative, and competent. Explanation The 3 Cs of team players are committed, collaborative, and competent.

The _________ framework provides a practical way for managers to understand, measure, and change organizational culture.

competing values Explanation The competing values framework (CVF) provides a practical way for managers to understand, measure, and change organizational culture.

Carla tends to take long-term view and rely on discussions with others to acquire information. She has a high tolerance for ambiguity and is oriented toward people and social concerns when making decisions. Which decision-making style does Carla possess?

conceptual Explanation People with a conceptual style have a high tolerance for ambiguity and tend to focus on the people or social aspects of a work situation. They take a broad perspective on problem solving and like to consider many options and future possibilities. Conceptual types adopt a long-term view and rely on intuition and discussions with others to acquire information. They also are willing to take risks and are good at finding creative solutions to problems. On the downside, however, a conceptual style can foster an idealistic and indecisive approach to decision making.

Dr. Davis, an accounting professor, is concerned that he was not engaging his students as much as he would like. He asks his boss, the department chair, and two of his colleagues to sit in on one of his classes, to give him comments and suggestions for improvement. He also passes out student evaluation forms. Dr. Davis is

conducting a 360-degree feedback process. Explanation In 360-degree feedback, individuals compare perceptions of their own performance with behaviorally specific performance information from their manager, subordinates, and peers.

In ________, one party perceives that its interests are being opposed or negatively affected by another party.

conflict Explanation Conflict occurs when one party perceives that its interests are being opposed or negatively affected by another party.

XYZ Inc. brings together specialists from production, marketing, and finance from around the world, and gives each such team the power to make its own decisions. This implies that the firm is creating a(n) _____ team.

cross-functional Explanation Cross-functionalism occurs when specialists from different areas are put on the same team. XYZ Inc. is creating a cross-functional team as it brings together specialists from production, marketing, and finance from around the world.

Roberto is meeting with Professor Plum in his office during advising hours. As Roberto is describing the problems he is having in his accounting course, Professor Plum is checking his e-mail. Professor Plum is exhibiting the ________ style of listening.

detached Explanation Detached listeners tend to withdraw from the interaction. They appear inattentive, bored, distracted, and uninterested. They may start using mobile devices during the speaking-listening exchange. Body language will reflect lack of interest, such as slumping and avoiding direct eye contact. Professor Plum is exhibiting a detached listening style checking his e-mail while Roberto talks.

Jim is head of the marketing department and must decide how to allocate a fixed amount of funds. There are two top projects that Jim believes hold the most promise. Recently, the majority of funds have been allocated to Project A, but Jim wonders if it is time to provide Project B with a larger share of the money. Jim decides to assign a particular individual, Clara, to thoroughly criticize the proposal for Project B, looking for every possible flaw. Which technique is Jim using to help him make a better decision?

devil's advocacy Explanation Jim is using devil's advocacy to help him make a better decision. Devil's advocacy involves assigning someone the role of critic.

Harold's boss has just told him that he will be moved to a new office in order to allow space for a new copier for the office. Harold is very unhappy with the prospect of having to pack up all his things and then reorganize them in his new area. He also is having trouble understanding why the new copier has to be in his space, instead of someone else's. How would you describe the most likely cause of Harold's resistance?

dispositional resistance Explanation Individuals with a high dispositional resistance to change are less likely to voluntarily initiate changes and more likely to form negative attitudes toward the changes they encounter.

As HR Director at a large manufacturing firm, it is Henry's responsibility to ensure that employees are properly compensated according to a biweekly time schedule. Many of Henry's employees chose to have their pay checks automatically deposited into their designated bank accounts. However, it is still necessary to inform these workers that their pay has been properly deposited. Which of the following communication media should Henry choose to convey this information?

e-mail Explanation Communication effectiveness is partly based on using the medium that is most appropriate for the situation at hand. Newsletters, computer reports, and general e-mail blasts are lean media because feedback is very slow, the channels involve only limited visual information, and the information provided is generic or impersonal. E-mail is appropriate for Henry's situation.

Which of the following is NOT a task role? -encourager -energizer -recorder -elaborator -information seeker/giver

encourager Explanation According to Table 8.2, Task and Maintenance Roles, encourager is a maintenance role, not a task role.

Meghan is a member of a group that raises money for a homeless shelter. She feels that the group spends too much time arguing the merits of different fundraisers and needs to make a decision. She calls for a vote at today's meeting. Meghan has taken on the role of

energizer. Explanation According to Table 8.2, Task and Maintenance Roles, someone who prods the group to move along or to accomplish more is an energizer.

Which of the following is not an organizational subsystem of an organization?

environmental Explanation Each of the five organizational subsystems—goals and values, technical, psychosocial, structural, and managerial—is dependent on the others.

Rachel gets her midterm grades and finds that she has a 2.4 in OB. She expected a better grade point average to date. Rachel is _________ her performance.

evaluating Explanation Evaluating performance is the process of comparing performance at some point in time to a previously established expectation or goal.

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 Explanation Communication effectiveness is partly based on using the medium that is most appropriate for the situation at hand. Face-to-face conversation is the richest form of communication. It provides immediate feedback and allows for the observation of multiple cues such as body language and tone of voice. Face-to-face conversations are useful for communicating about sensitive or important issues that require feedback and intensive interaction.

Roger manages both Bill and Nancy. They are in an argument about who should handle a particular job. Roger encourages them to deal directly with each other in a positive and constructive manner. Roger is acting as a(n)

facilitator. Explanation Roger is acting as a facilitator. A facilitator is a third party, usually a manager, who informally urges disputing parties to deal directly with each other in a positive and constructive manner.

Phil is part of a newly formed work group. He has been introduced to all the group members, but he still feels like he cannot trust them. The group has not yet chosen a leader, and Phil feels unsure about his exact role within the group. According to Tuckman's five-stage model of group development, which of the following stages is Phil's group currently in?

forming Explanation Phil's group is currently in the forming stage of group development. The forming stage of group is known as the ice-breaking stage. During this stage group members tend to be uncertain and anxious about such things as their roles, who is in charge, and the group's goals.

Harry, Marsha, Eve, and Don are discussing ways to increase sales. Harry and Eve want to stick with the current sales promotion plan created four months ago. They say it needs more time to show results. Marsha and Don disagree; they feel sales have continued to decline and will not turn around. As the discussion progresses, various alternatives are proposed. Harry then suggests a modification to the current sales promotion plan that meets with everyone's approval. This is an example of the benefits of ______ conflict.

functional Explanation The distinction between functional conflict and dysfunctional conflict pivots on whether the organization's interests are served. Functional conflict is commonly referred to in management circles as constructive or cooperative conflict and is characterized by consultative interactions, a focus on the issues, mutual respect, and useful give and take. In such situations people often feel comfortable disagreeing and presenting opposing views. Positive outcomes frequently result. Each of these elements is lacking or even opposite in the cases of dysfunctional conflict, which threatens an organization's interests. This highlights the important role of management in determining whether conflict is more or less positive.

Fiona is the daytime supervisor for an online sales company. She supervises 57 people who perform relatively routine jobs that require minimal training. The shop is unionized, so Fiona has little latitude when it comes to dismissing poor performers. However, she does have the authority to transfer employees and has been known to reassign poor performers to less desirable jobs on in the company. Fiona has a reputation for only transferring employees with just cause, and generally is viewed as a fair supervisor by her employees. Although she would like greater autonomy to determine salaries, Fiona generally divides bonuses and raises equally among her employees. To do otherwise would likely create conflict with union members and representatives. According to Fiedler's model, how would Fiona's leader-member relations be described?

good Explanation Leader-member relations reflect the extent to which the leader has the support, loyalty, and trust of the work group. This dimension is the most important component of situational control. Good leader-member relations suggest that the leader can depend on the group, thus ensuring that the work group will try to meet the leader's goals and objectives.

Which of the following is not a benefit of horizontal structures?

greater opportunities for functional specialization Explanation Horizontal designs generally improve coordination and communication in organizations. Cross-functional teams can arrive at creative solutions to problems that arise in a fast-changing environment. Teams can develop new products faster and more efficiently than can functions working independently in a traditional structure. Horizontal designs also encourage knowledge sharing. However, because lines of authority are less clear, managers must be able to share responsibility for the organization's overall performance, build commitment to a shared vision, and influence others even when they lack direct authority. This type of structure is a good fit when specialization is less important than the ability to respond to varied or changing customer needs. It requires employees who can rise to the challenges of empowerment. Table 15.2 lists fewer opportunities for functional specialization as a con, or disadvantage.

Jim is the daytime supervisor for an automobile assembly line. He supervises 45 people who perform relatively routine jobs that require minimal training. The shop is unionized, so Jim has little latitude when it comes to dismissing poor performers. However, he does have the authority to transfer employees and has been known to reassign poor performers to less desirable jobs on the assembly line. Jim has a reputation for only transferring employees with just cause, and generally is viewed as a fair supervisor by his employees. Although he would like greater autonomy to determine salaries, Jim generally divides bonuses and raises equally among his employees. To do otherwise would likely create conflict with union members and representatives. According to Fiedler's model, what would the task structure of Jim's employees be considered?

high Explanation Task structure is concerned with the amount of structure contained within tasks performed by the work group. For example, a managerial job contains less structure than that of a bank teller. Because structured tasks have guidelines for how the job should be completed, the leader has more control and influence over employees performing such tasks. This dimension is the second most important component of situational control.

Marianne manages a landscaping company. She supervises 19 people who perform relatively routine jobs that require minimal training. Because she is only the manager, not the owner, Marianne has little latitude when it comes to dismissing poor performers. However, she can move employees to positions where they don't receive tips. Marianne has a reputation for being fair. Although she would like greater autonomy to determine salaries, Marianne generally divides bonuses among her employees. Otherwise, the owner might think she is playing favorites. According to Fiedler's contingency model, how would you characterize the level of situational control in these circumstances?

high Explanation This is a high-control situation because leader-member relations are good, task structure is high, and position power is weak. See Figure 13.3.

People with high levels of positive psychological capital tend to display

hope, efficacy, resilience, and optimism. Explanation Professor Fred Luthans says that those with high levels of positive psychological capital have high levels of hope, efficacy resilience, and optimism (HERO).

Pietro is assigned to a team in his environmental science class. He is not comfortable with Sam, the team leader, but is not completely sure why. Which of the following behaviors would not build trust?

if Sam keeps information to himself Explanation To build trust, a team leader should keep team members informed by explaining policies and decisions and providing accurate feedback.

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

immediacy Explanation Open body positions, such as leaning backward or gesturing with palms facing up, communicate immediacy, a term used to represent openness, warmth, closeness, and availability for communication.

Deep-level characteristics of diversity

include attitudes, opinions, and values. Explanation Deep-level characteristics are those that take time to emerge in interactions, such as attitudes, opinions, and values. These characteristics are definitely under our control.

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. Explanation Informational support is providing help in defining, understanding, and coping with problems.

Carl needs a day off from his work. But he is apprehensive that David, his manager, will not grant the leave. Carl knows that David wants to shed a few pounds and has been hitting the gym for the past month. Before asking for the leave, Carl compliments David on his build and physique. It comes as no surprise to Carl that David grants him the leave! What kind of an influence tactic did Carl use?

ingratiation Explanation Ingratiation is getting someone in a good mood prior to making a request; being friendly, helpful, and using praise, flattery, or humor.

Jen runs a medium-sized credit processing company. Everyone gets along and does their job, but Jen feels the employees are not really invested in the company. Jen volunteers as an ESOL teacher twice a week, helping immigrants learn English. She is inspired by doing this volunteer work, and she decides to offer all the employees an opportunity to volunteer "on the clock" at whatever they choose. Each employee will meet with Human Resources, create a plan and submit a schedule. Jen is ______ by empowering employees and leading for meaningfulness.

inspiring subordinates Explanation Managers lead for meaningfulness by inspiring their employees and modeling desired behaviors.

Lee and Victor are good friends. Lee's laptop computer has become very slow and is not working correctly, and he goes to Victor and asks for help. Victor downloads some antimalware software onto Lee's computer, and its performance improves. Victor has provided

instrumental support. Explanation Instrumental support is providing financial aid, material resources, or needed services.

Deliver-IT dispatches over 5,400 trucks from 165 service centers on a daily basis. The company picks up deliveries, consolidates them, and then delivers them to customers. This company: delivers 81 percent of packages on time. has an impressive driver safety record. uses driver mentors and trainers. links pay to safety measure. This reflects the ___________ perspective.

internal processes Explanation The internal processes dimension of effectiveness focuses on "what the organization must excel at" to effectively meet its financial objectives and customers' expectations.

Keyshawn is a player on a professional football team. Because of this, his plays every week are scrutinized by fans and media, as well as his own coaches. Sometimes, their comments are very negative and even personal. Keyshawn will handle this better if he has a high level of _________ intelligence.

intrapersonal Explanation According to Table 3.1, intrapersonal intelligence is the potential to understand and regulate oneself.

CRF schedules are particularly useful when an employee is

learning a new skill Explanation Continuous reinforcement schedules are especially useful when employees learn a new task or skill.

Dr. Slotsky is a well-liked professor. Last term, no one received less than a B in any of his courses. Dr. Slotsky may be suffering from _________ perceptual error.

leniency Explanation According to Table 6.4, the leniency perceptual error is to consistently evaluate other people or objects in an extremely positive fashion. By evaluating every student in every class no less than a B, he may be demonstrating the leniency perceptual error.

Which of the following is not an outcome likely to result from positive emotions?

loss of focus Explanation Research provides compelling evidence that positive emotions lead to or foster many desirable behaviors and outcomes such as stronger social relationships, prosocial behaviors, liking of yourself and others, stronger bodies and immune systems, and original thinking.

The business department at WhatsUp University is planning to split into two departments, one for accounting and finance and another for marketing and management. As a result, the present department chair, Professor Bland, will lose his full-time release from teaching and also share his position on the dean's council with whoever the other department chair will be. He is against the change, stating that it will cause many problems. How would you describe the most likely cause of Dr. Bland's resistance?

loss of status Explanation Loss of status and/or job security refers to the fact that administrative and technological changes that threaten to alter power bases or eliminate jobs generally trigger strong resistance.

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. Explanation A person's tolerance for ambiguity indicates the extent to which a person has a high need for structure or control in his or her life. Some people desire a lot of structure in their lives at all times (a low tolerance for ambiguity) and find ambiguous situations very stressful and psychologically uncomfortable.

Big Brothers Big Sisters is a volunteer _________ network that pairs adults with children. A survey of adults who participated in the program when they were children revealed that the majority obtained values and principles that influenced them throughout their lives.

mentoring Explanation Big Brothers Big Sisters is the largest volunteer mentoring network in the United States. The organization has paired adults with children for over 100 years. A survey of adults who participated in the program as children revealed that 83 percent obtained values and principles that influenced them throughout their lives.

Troy starts a job right out of college. He feels lucky to have found a position in the financial industry. Troy knows that he needs help to form and maintain the lasting developmental relationships that will further his career. Troy should first establish a(n)

mentoring plan. Explanation Develop a mentoring plan. Experts suggest your plan should include the following steps: -Base your mentoring goals on what you want to learn, and then prioritize them. -Identify people who are skilled or experienced in areas where you want to improve. Don't overlook your peers; they are a good source of functional, technical, and organizational knowledge. -Decide how best to build a relationship with your targeted individuals. -Figure out how you can provide value to your mentor. Because mentoring is a two-way street, others are more likely to help you if they see some value in assisting you to pursue your career goals. -Recognize when it is time to move on. Mentors are not forever. If you believe your mentor is ineffective or harming more than helping, find a new mentor. It's easy to become stuck with one mentor. Expanding your horizons will not only benefit you, but it can help the mentor develop his or her mentoring skills as well.

Which of the following is an open organizational design?

modular Explanation Organizations defined by an open approach tend to have hollow, modular, or virtual structures.

Barbara is managing two franchises and is a single mother of three children. Which stress-reduction technique would Barbara find inexpensive and easy to use?

muscle relaxation Explanation Muscle relaxation is a stress-reduction technique that is inexpensive and easy to use. See Table 16.4.

Claire is working 24/7 to meet a deadline. She often uses _________, a method for stress reduction that involves slow, deep breathing.

muscle relaxation Explanation Muscle relaxation is a stress-reduction technique that uses slow, deep breathing and systematic muscle tension relaxation. See Table 16.4.

The sales department of a mutual fund firm sets goals for the next fiscal year to sell a certain number of mutual funds each month. The firm only sets targets, but provides no other details. These goals are _____ goals.

objective Explanation Table 6.3 lists examples of objective goals as sales quotes, production rates, error rates. By setting a goal to sell a certain number of mutual funds, the firm is setting objective goals.

Mottollo Pasta uses their website to explain that five traits make their culture distinctive—creativity, sustainability, family, community, and diversity. What level of organizational culture does this represent?

observable artifacts Explanation Observable artifacts represent the more visible level of culture. This includes acronyms, manner of dress, awards, myths and stories told about the organization, published lists of values, observable rituals and ceremonies, special parking spaces, decorations, and so on. We can look to a company's website as an observable artifact to better understand their culture.

Nola graduated from her MBA program last year and took on a high-paying position as a consultant-in-training at McCrabree Consulting. She often works 60-80 hours per week, and mostly her assignments are in cities across the country; she rarely stays home for more than two days at a time. This is all part of the way consulting operates, as she was told by the people who ran the firm's orientation session. In fact, at that session, the facilitator brought in consultants who had worked at the firm for several years who stressed that the firm believes in pushing employees to the limit. Nola is definitely feeling the stress! What would you characterize as the level of her stressors?

organizational Explanation Figure 16.9 identifies potential stressors at the organizational level as culture, structure, technology, introduction of change in work conditions.

Josephine is about to graduate from college and is excited about joining her two roommates to start a small coffee shop near campus. She has never started a business before, but she is sure that her business degree has taught her everything she needs to know. The three of them have enough money for their initial costs and figure that they can cover their expenses with the cash flow from the business. Which heuristic is probably involved?

overconfidence Explanation The overconfidence bias is our tendency to be overconfident about estimates or forecasts. This bias grows in strength when people are asked moderate to extremely difficult questions rather than easy ones. Entrepreneurs especially fall prey to this bias when deciding to start and sustain new ventures.

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

preparation/information gathering Explanation The preparation stage reflects the notion that creativity starts from a base of knowledge.

Mantle Inc. is noted for its philosophy of having fun, holding parties, and celebrating. For example, staff in each city in which the firm operates are given a budget for parties. The company also uses a variety of performance-based awards and service awards to reinforce employees' efforts. Its positive and enriching environment is supported by the very low employee turnover. What function of organizational culture does this represent?

social system stability Explanation Social system stability reflects the extent to which the work environment is perceived as positive and reinforcing, and the extent to which conflict and change are effectively managed.

As a manager, Laurel has established a new work group to tackle a particular project. She has introduced all the members to each other and the group has elected a leader. However, lately Laurel has noticed that some group members are procrastinating on their duties. Two cliques have formed within the group and they are frequently arguing with and challenging the group leader's opinions. Which of the following stages of group development process is Laurel observing?

storming Explanation Laurel is observing the storming stage of group development here. The storming stage of the group development process is a time of testing. Individuals test the leader's policies and assumptions as they try to determine how they fit into the power structure. Subgroups take shape, and subtle forms of rebellion, such as procrastination, occur.

According to Kaplan and Norton, a(n) ________ is a "visual representation of a company's critical objectives and the crucial relationships among them that drive organizational performance."

strategy map. Explanation A strategy map is a "visual representation of a company's critical objectives and the crucial relationships among them that drive organizational performance." Maps show relationships among a company's strategic goals. This helps employees understand how their work contributes to their employer's overall success.

Dr. Beswick enjoys teaching college courses. She likes the salary as well as the ability to travel in summers. However, she also finds the job challenging and enjoyable. This would imply that she is working for

total rewards. Explanation Total rewards encompass not only compensation and benefits, but also personal and professional growth opportunities and a motivating work environment that includes recognition, job design, and work-life balance. Dr. Beswick enjoys the total rewards (i.e., teaching, salary, benefits, and a challenging, enjoyable job).

The three key elements of equity theory are outputs, inputs, and a(n)

comparison of the ratio of outputs to inputs. Explanation If the comparison person enjoys greater outcomes for similar inputs, negative inequity will be perceived.

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

dispositional/genetic Explanation The dispositional/genetic model posits that job satisfaction is a function of both personal traits and genetic factors. The model implies that stable individual differences are at least as powerful as characteristics of the work environment in their impact on satisfaction.

You have an apartment within walking distance of your office. Your company moves the office to the next town. You decide to take a position with another firm close to your apartment. This is an example of _____ the problem.

dissolving Explanation Dissolving problems requires changing or eliminating the situation in which the problem occurs.

Professor Jones learns that faculty members in another college with the same degree, years of teaching experience, and publication record are making significantly more money than he is. He considers this unfair. He is reacting to ______ justice.

distributive Explanation Distributive justice reflects perceived fairness of how resources and rewards are distributed or allocated.

The millennial generation is described as

entitled, civic-minded, closely involved with parents. Explanation Table 4.3, Generational Differences, lists the broad traits of Millennials as entitled, civic minded, close parental involvement, cyberliteracy, appreciate diversity, multitasking, work/life balance, and technologically savvy.

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 Explanation Equity theory builds on the notion that satisfaction ties to how fairly an individual is treated at work. Satisfaction results from one's perception that work outcomes, relative to inputs, compare favorably with a significant other's outcomes/inputs.

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

higher performance ratings and lower organizational costs Explanation OCBs are significantly related to both individual level consequences (e.g., performance appraisal ratings, intentions to quit, absenteeism, and turnover) and organizational-level outcomes (e.g., productivity, efficiency, lower costs, customer satisfaction, and unit-level satisfaction and turnover).

Ted was dissatisfied with his job. He said that the company policy, supervision, and working conditions were responsible for his dissatisfaction. According to Frederick Herzberg's theory, ________ are the extrinsic factors that create job dissatisfaction.

hygiene factors Explanation Hygiene factors—including company policy and administration, technical supervision, salary, interpersonal relations with one's supervisor, and working conditions—cause a person to move from a state of no satisfaction to dissatisfaction.

Carrie goes out to lunch and orders a diet soda. If we consider _________, she is likely to prefer a salad for lunch.

implicit cognition Explanation Implicit cognition represents any thoughts or beliefs that are automatically activated from memory without our conscious awareness.

Green Care Landscaping Company minimizes attention to a price increase by selling lawn care treatments to a subsidiary, Keep It Up, Inc. Keep It Up then increases the price of the specific treatments. The manager of Keep It Up wants to notify customers that they are a subsidiary of Green Care Landscaping and that the increase has come from the parent company. This is an example of a remedy for

indirect blindness. Explanation Table 1.2 states that the remedy for indirect blindness when handing off or outsourcing work is to ask whether the assignment might invite unethical behavior and take ownership of these implications.

Halfway through the semester, Samuel quit doing assignments for and going to his advanced accounting class. He attributes this to his poor performance on the first two tests, as well as his lack of talent for accounting; he feels he will do much better as a management major. Samuel is likely to be experiencing

low self-efficacy for accounting. Explanation Self-efficacy is a person's belief about his or her chances of successfully accomplishing a specific task.

Low job satisfaction and low employee engagement can lead to

low task performance. Explanation Low job satisfaction and low employee engagement imply lower task performance and higher employee turnover.

Bettina wants to make the Dean's List this semester. She is doing well in all of her courses except Accounting. This presents a(n) _____ for Bettina.

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

Person factors and ______ are the two broad categories of OB concepts and theories.

situation factors Explanation OB concepts and theories can be classified into two broad categories: person factors and situation factors.

John hasn't started working on his term paper. He wants to do well in the course, but he's struggling with how to identify a solid topic and start an outline. Most of the other students appear to be moving ahead. John is procrastinating because he is

stressed. Explanation In Malcolm Gladwell's book, Outliers: The Story of Success, he concludes, "Ten thousand hours is the magic number of greatness" for practice.

The self-transcendence part of Schwartz's model is composed of

universalism and benevolence. Explanation According to Figure 2.2, self-transcendence is composed of universalism and benevolence.

_____________ results when an individual gains satisfaction and self-praise from an assignment.

Intrinsic motivation Explanation Intrinsic motivation occurs when an individual is "turned on to one's work because of the positive internal feelings that are generated by doing well, rather than being dependent on external factors (such as incentive pay or compliments from the boss) for the motivation to work effectively."

Chapter 2 Assessment

Chapter 2 Assessment

Chapter 3 Assessment

Chapter 3 Assessment

Chapter 4 Assessment

Chapter 4 Assessment

Mario is setting up an after-school program for inner city youth. The population is a mix of white, African-American and Latino, with Latinos comprising the majority of participants. Which of the following would help the group overcome stereotypes?

Create project opportunities using a mix of populations with equal status. Explanation Managers/leaders should create opportunities for diverse people to meet and work together in cooperative groups of equal status. Social scientists believe positive interpersonal contact among mixed groups is the best way to reduce stereotypes because it provides people with more accurate data about the characteristics of others.

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 Explanation Organizational citizenship behavior (OCB) is defined as 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. Examples include: -Constructive statements about the department. -Expression of personal interest in the work of others. -Suggestions for improvement. -The training of new people. -Respect for the spirit as well as the letter of housekeeping rules. -Care for organizational property. -Punctuality and attendance well beyond standard or enforceable levels.

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

Reward all employees equally. Explanation Managers can reduce voluntary turnover if they: (1) Hire people who "fit" within the organization's culture; (2) Spend time fostering employee engagement; (3) Provide effective onboarding, which helps 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; (4) Recognize and reward high performers because they are more likely to quit than average performers.

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 Explanation The affective component of an attitude contains the feelings or emotions one has about a given object or situation.

Sally doesn't complain to a man smoking in the nonsmoking section of a restaurant because it doesn't bother her. This lack of irritation reflects the ______ component of her attitude. She is neutral toward people smoking in restaurants.

affective Explanation The affective component of an attitude contains the feelings or emotions one has about a given object or situation. You are unlikely to say anything to someone in this situation if you are not irritated by this behavior (affective).

Which of the following statements about emotions is false?

Felt emotions are always displayed. Explanation Researchers draw a distinction between felt and displayed emotions.

_______ are goals and incentives set to promote a desired behavior, but instead encourage a negative one.

Ill-conceived goals Explanation Table 1.2 states that ill-conceived goals occur when we set goals and incentives to promote a desired behavior, but they encourage a negative one.

You value achievement and your employer rewards people for accomplishing goals, so you are very committed to the company. _____ fit is the consistency between personal and company values.

Person-culture Explanation If you value achievement and your employer rewards people for accomplishing goals, you are more likely to be committed to the company. This consistency between personal and company values is called person-culture fit.

____________ is associated with entrepreneurialism.

Proactivity Explanation Proactive personality is linked to intentions to be entrepreneurial.

Francis interviews two candidates for an administrative assistant position that will require a fair amount of project management. The first candidate is enthusiastic and states that she can "do anything she sets her mind to." She shows up for the interview without a résumé because she know she will be selected for the position. The second candidate is more reserved, but offers Francis his résumé and a portfolio. He explains that in his last position he managed several projects and kept them on track. Which of the following would be the main reason for Francis to hire the second applicant?

applicant's cognitive abilities Explanation Many effective managers select employees based on positive, job-relevant, but relatively stable individual differences. Cognitive abilities is a relatively fixed individual difference.

ABC Airlines hires flight attendants from diverse backgrounds and puts them through an extensive training and orientation program before they are approved to fly. In addition to learning about responding to medical issues and FAA guidelines, they also must learn the company's many rules and processes as contained in an extensive procedures and policies manual. ABC Airlines is adopting a(n) ______ option for managing diversity.

assimilate Explanation The basic premise behind the assimilate option is that all diverse people will learn to fit in or become like the dominant group. It only takes time and reinforcement for people to see the light. Organizations initially assimilate employees through their recruitment practices and the use of company-orientation programs. New hires generally are put through orientation programs that aim to provide employees with the organization's preferred values and a set of standard operating procedures. Employees then are encouraged to refer to the policies and procedures manual when they are confused about what to do in a specific situation. These practices create homogeneity among employees.

The existence of implicit cognition leads people to make ________ decisions without realizing they are doing so.

biased Explanation The existence of implicit cognition leads people to make biased decisions without realizing they are doing so. A recent study of job applicants' résumés, for instance, demonstrated that recruiters evaluated women more favorably than men for customer service jobs, probably based on gender-role stereotypes.

Affirmative action plans

can negatively affect women and minorities. Explanation Affirmative action plans are found to negatively affect the women and minorities expected to benefit from them. Research demonstrates that women and minorities supposedly hired on the basis of affirmative action feel negatively stigmatized as unqualified or incompetent.

Ethan observes that his subordinate, Nate, is performing and acting like the other members of the unit. He is observing

consensus. Explanation Consensus compares an individual's behavior with that of his or her peers. There is high consensus when one acts like the rest of the group and low consensus when one acts differently.

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

conservation. Explanation See Figure 2.2. Samuel and his company do not appear to value conformity, tradition, and security (which comprise conservation) equally.

Josef, a manager, reviews Arturo's performance over the past six months and notes that during February he was late to work five times. He was not late during any other months. Josef is observing

consistency. Explanation Consistency judges if the individual's performance on a given task is consistent over time. Low consistency is undesirable for obvious reasons, and implies that a person is unable to perform a certain task at some standard level. High consistency implies that a person performs a certain task the same way, with little or no variation over time.

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

equity Explanation The equity model proposes that management monitor employees' perceptions of fairness and interact with them so they feel fairly treated.

The idea underlying the __________ model is that satisfaction is tied to how fairly an individual is treated at work.

equity Explanation The idea underlying the equity model is that satisfaction is tied to how fairly an individual is treated at work.

Seema is married with two children and lives in New York. She has worked at Bubble Zone for 10 years. These are all _______of the four layers of diversity.

external dimensions Explanation External influences are individual differences over which we have more control, such as where we live, our religious affiliation, our marital and parental status, and our work experience. These dimensions also exert a significant influence on our perceptions, behavior, and attitudes.

John, a mid-level manager, notices that all his subordinates are filling out their monthly reports incorrectly. He concludes that the report forms are too complicated and need to be revised. On which type of attributional information is John's decision based?

high consensus Explanation Consensus compares an individual's behavior with that of his or her peers. There is high consensus when one acts like the rest of the group and low consensus when one acts differently.

David's boss has observed that David took about 12 hours to perform tasks A, B, and C. However, he took 24 hours to complete task D. David's boss concluded that task D must have been tougher than the other tasks. Which of the following attributional information led David's boss to this conclusion?

high distinctiveness Explanation Distinctiveness compares a person's behavior on one task with his or her behavior on other tasks. High distinctiveness means the individual has performed the task in question in a significantly different manner than he or she has performed other tasks.

Marisa is the office manager in a small company. Her employees find that they can often come late to work and leave early, and Marisa will cover their work for them. Marisa is likely to score

high on agreeableness. Explanation According to Table 3.2, someone who is trusting, good-natured, cooperative, and softhearted would score high on agreeableness.

Alexa quit her job because she felt it was boring. This would be diagnosed as a(n) ______ level problem.

individual Explanation Some people quit because their job just doesn't fulfill what they value, such as challenging and stimulating work (an individual-level input).

Johan does well at work because he is able to think constructively, reason, and problem solve. Johan is exhibiting

intelligence. Explanation Intelligence represents an individual's capacity for constructive thinking, reasoning, and problem solving.

Katherine does especially well in her language courses, but struggles in chemistry. She has ______ intelligence.

linguistic Explanation According to Table 3.1, linguistic intelligence is the potential to learn and use spoken and written languages.

Vivek and Warren are working on an assignment for their marketing class. Warren finishes his part of the assignment; Vivek doesn't. Vivek apologizes because he took an extra shift at work and didn't give the assignment the priority it needed. He promises Warren he will stay home tonight and finish his work. What personality characteristic does this show?

locus of control Explanation Locus of control is the relatively stable personality characteristic that describes how much personal responsibility a person takes for his or her behavior and its consequences.

Samantha, a member of a team you are assigned to for a management class, has often been late getting her work to the team, and when it arrives it is often of poor quality. Samantha is likely to rank ________ dimension.

low on the conscientiousness Explanation According to Table 3.2, someone scoring low on conscientiousness would not be very dependable, responsible, achievement oriented, or persistent.

Justin and Edwardo were hired by the same network support firm. One year later, Edwardo receives a promotion to team leader. Justin believes he has stronger technical skills and asks his supervisor why he did not get the promotion. The supervisor says that Edwardo has better people skills. Having ____ can enable a person's promotion.

soft skills. Explanation For most jobs you are selected for your technical skills, your ability to do the given job (i.e., hard skills). What it takes to get promoted is your perceived ability to get things done through others and manage people. Figure 1.1 illustrates how technical or job-specific skills decline in importance as you move to levels of higher responsibility, while the need for personal skills increases.

Joyce finds that the members of the project team to which she has been assigned in her management class are all athletes on the college's football and basketball teams. She immediately considers dropping the class because she thinks her experience with that team will be negative. Joyce is likely to be reacting to a

stereotype. Explanation A stereotype is an individual's set of beliefs about the characteristics or attributes of a group.

Sharon observes her older co-worker, Robert, being rude to a new trainee. She has seen this behavior in Robert whenever the company brings in new trainees. Sharon believes that Robert resents the younger management trainees, who he refers to as "know-it-alls." She talks to him about _______ to help him understand.

stereotyping Explanation A stereotype is an individual's set of beliefs about the characteristics or attributes of a group.

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 involvesv:

stimulation. Explanation Carla enjoys a varied routine and a challenge. According to Figure 2.2, Carla values stimulation. Stimulation is excitement, novelty, and challenge in life (daring, a varied life, an exciting life).

The contingency approach suggests that

the best answer depends on the situation. Explanation A contingency approach calls for using OB concepts and tools as situationally appropriate, instead of trying to rely on "one best way." This means there is no single best way to manage people, teams, and organizations.

Interactional justice is defined as the perceived fairness of

the quality of interpersonal treatment received. Explanation Interactional justice relates to the "quality of the interpersonal treatment people receive when procedures are implemented."

Nita is the office manager at a service station. Two applicants, Max and Tim, arrive to interview for the open mechanic's position. Max's clothes are dirty, his hair is unwashed, and he doesn't make eye contact when he gives Nita his name. Tim dresses in clean jeans and a nice shirt, is shaved, and shakes Nita's hand when he introduces himself. After the interview, Keith the head mechanic, asks Nita what she thought. Both men have the skill set needed for the position. Nita recommends Tim. She is responding to her perception of

the target. Explanation The characteristics of the target—the person being observed—include direction of gaze, facial features and body shape, nonverbal cues, appearance or dress, and physical attractiveness.