I/O Psych Final Exam

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Intended Message vs. Message Sent

A person can send unintended messages Think about what you want to communicate Practice what you want to communicate Learn better communication skills

situational leadership theory

A theory of leadership stating that effective leaders must adapt their style of leadership to fit both the situation and the followers; determines employee's competency and motivation level and then adapts leadership style to fit

How can groupthink be reduced?

-leader should not state his own position or beliefs until late in decision-making process should promote open discussion and encourage group members to speak group or committee can be separated into groups to increase the chance of disagreement. one member can be assigned the job of devil's advocate.

What causes social loafing?

-person thinks her effort won't be noticed -person "free-rides" because he doesn't feel like his effort is necessary -person doesn't want to look like the "sucker" who is doing all of the work

How can social loafing be reduced?

-task is challenging, appealing or involving -they think their group is unreliable or unable to contribute -incentives are present -when group members are friends each member's contribution is identifiable -personal responsibility is increased

When is groupthink likely to occur?

-when is cohesive -is isolated from outsiders -believes it is infallible -feels it is morally superior -is under pressure to conform -has a leader who promotes a favorite solution has gatekeeper who keep information from members

office design

70% of organizations have developed an open "cube farm" to facilitate employee communication. Freestanding-all desks placed in large open area Uniform plans- placed at uniform distances and separated by panels into cubicle areas Free-from workstations- combo of designs so different needs of each worker can be accommodated

know the five main levels of employee input and control

Absolute -employee has sole responsibility for making decisions and is responsible for the outcomes of decisions Shared/Participative/Team -employee has an equal vote in making decisions. Employee reaches consensus with other to make decisions Advisory -Employee makes recommendations, suggests new ideas, provides input. Ownership of own product -employee becomes responsible for own quality Following -work is closely checked/approved by others. Employee is closely or constantly supervised.

telephone calls

Both parties can hear the other's voice inflection, making it easier to understand the tone of the message. One limitation is the absence of nonverbal cues.

communication channel

E.g., memo, letter, e-mail, etc.

What are the email and voice mail rules?

Email Include a greeting Include a detailed subject line Don't write in all caps. It is difficult to read and comes across as if you're screaming. If you are going to forward an email message, change the original subject line and delete the long list of previous messages or names of people to whom the email had been previously forwarded. Take the same care in writing that you would in writing a formal memo Don't spend company time on personal email unless your organization specifically allows you to do so. Allow ample time for the receiver to respond; not everyone considers email to require an immediate response Voice mail Speak slowly. Give your name at the beginning of the message and then repeat it at the end of the message Spell your name if the person is not familiar with you or if your name is difficult to spell Leave your phone number, even if you think the person already has it. To avoid phone tag, indicate some good times that the person can return your call. Don't ramble. Anticipate the possibility of getting voice mail rather than talking to the actual person and have a short message ready. Don't include information that you don't want other people to hear.

Subordinate Ability theory

Leader effectiveness is influenced by abilities/attitudes of subordinates and how these interact with the leaders's style

Organizational Climate: IMPACT theory

Leaders have 1 of 6 behavioral styles and each style is effective only in a particular situation Leadership style -> Ideal Climate Information -> Ignorance Magnetic-> Despair Position-> Instability Affiliation-> Anxiety Coercive-> Crisis Tactical-> Disorganization

teams do not work because of lack of skill

Most common for team members to lack either the sills needed to work in a team or the expertise to solve the problem itself.

how might a company help to reduce the impact of downsizing when signs of the problems are recognized?

Outplacement programs to reduce downsizing emotional counseling -denial -anger -fear -acceptance financial counseling career assessment and guidance

What are the consequences of empowerment?

Personal 1. Increased job satisfaction for most 2. Stress a. Decreased stress due to greater control b. Increased stress due to greater responsibility Financial 1. Bonuses 2. Pay increases Career 1. Increased job security 2. Promotions 3. Increased marketability 4. Increased chance of being terminated

What are typical effects (physical, psychological and social) for the victims of downsizing? What effects might survivors experience after downsizing?

Physical -headaches -upset stomach -sleeping problem -heart troubles -increase in hospitalization -hypertension -ulcers Psychological -increase stress -alcohol/drug use -depression -anger -frustration -marital problems Social well-being -avoid fam/friends due to shame and embarrassment -avoid social situations that require money Survivors -more apprehensive, less secure -lower morale and satisfaction

What are the eight reasons as to why people join groups?

Psychological needs -affiliation -identification survival needs -emotional support -assistance or health commonality -common interests -common goals situational reasons -physical proximity -assignment

What is the pattern of communication from the sender to the receiver?

The sender encodes the message (what I want to say) then transmits the message (what i say). The receiver receives message (I hear her say) then decodes the message (I think she means).

business meetings

Typical employee spends an average of 4.35 hours attending 3.34 each week. Offer several advantages over email, memos, and phone calls, their time demands can result in negative employee attitudes.

email & voice mail

Used primarily to exchange general and/or timely information and ask questions; they are not meant as substitutions for important conversation. Include the reduction in the use and filing of paper and time saved by avoiding "small talk".

interacting group

a collection of individuals who work together to perform a task

nominal group

a collection of individuals whose results are pooled but who never interact with one another

intranets

a computer-based employee communication network used exclusively by one organization

What is groupthink?

a deterioration in mental efficiency, reality testing, and moral judgment in the interest of group solidarity

attitude surveys

a form of upward communication in which a survey is conducted to determine employee attitudes about an organization

suggestion boxes

a form of upward communication in which employees are asked to place their suggestions in a box

policy manuals

a formal method of downward communication in which an organization's rules and procedures are placed in a manual; legally binding by courts of law.

Feidler's Contingency Model of Situational Favorability

a leader's style is only effective in certain situations a) Least preferred coworker scale-rate subordinates with whom they would least like to work b) Situation favorability rating -high task structure -high position power -good leader-member relations High LPC leaders best with moderate favorability Low LPC leaders best with low or high favorability

queuing

a method of coping with communication overload that involves organizing work into an order in which it will be handled.

bulletin boards

a method of downward communication in which informal or relatively unimportant written information is posted in a public place.

newsletters

a method of downward communication typically used to communicate organizational feedback and celebrate employee success

leader performance

a part of trait theory that postulates that certain types of people will be better leaders than will other types of people; leaders have sills that enable them to perform well and these characteristics are what make them leaders. -intelligence -openness to experience -extraversion -conscientiousness -emotional stability -high self-monitoring

leader emergence

a part of trait theory that postulates that certain types of people will become leaders and certain types will not.

change resisters

a person who hates change and will do anything to keep change from occurring

change analyst

a person who is not afraid of change but makes changes only when there is a compelling reason to do so

receptive changers

a person who is willing to change

use of a gatekeeper

a person who screens potential communication for someone else and allows only the most important information to pass through

reluctant changers

a person who will initially resist change but will eventually go along with it

escape

a response to communication overload in which the employee leaves the organization to reduce stress.

omission

a response to communication overload that involves the conscious decision not to process certain types of information.

use of multiple channels

a strategy for coping with communication overload in which an organization reduces the amount of communication going to one person by directing some of it to another person

compromising

a stye of resolving conflicts in which an individual allows each side to get some of what it wants.

brainstorming

a technique in which ideas are generated by people in a group setting

actual words used

a word can mean one thing in one situation and something else in another. Words can be vague Words can mean different things to different people. The word "fine" -to describe jewelry -to describe the weather -to describe food or sex

What is flextime and how should it impact job satisfaction?

a work schedule that allows employees to choose their own work hours.

What are the common advantages and disadvantages of a compressed work week?

advantages -more vacation days -more time to spend with family -have increased opportunity to moonlight -reduced commuting costs and times disadvantages -moderate increase in fatigue -lack of sleep

parallel teams

also called cross-functional teams, they consist of representatives from various departments (functions) within an organization.

focus groups & exit surveys

an outside consultant meets with groups of current employees to get their opinions and suggestions. This information is passed onto management; employees voluntarily leaving an organization also provide an excellent source of information. These interviews can be emotionally charged, and organization can learn much by listening to the "real" reason the employee is leaving the organization.

use of time

arrive on time to show that you care can show a higher-status or lower-status attitude tremendous cultural differences in such things as being late and keeping to time schedules

How does outside pressure affect group cohesiveness?

become a highly cohesive group

How does group homogeneity affect group cohesiveness?

best working groups are heterogeneous (i.e., consisting of mostly similar people with one dissimilar adding different vantage point).

nonverbal cues of body language

body language: posture, gestures, facial expressions, touching

paralanguage

communication inferred from the tone, tempo, volume, and rate of speech

What is upward communication?

communication within an organization in which the direction of communication is from employees up to management

What is downward communication?

communication within an organization in which the direction of communication is from management to employees.

evolutionary change

continual process of upgrading or improving

What should be considered when implementing the change?

creating an atmosphere for change, communicating details, time frame, and training needs.

Carnall's (2008) stages of change

denial-denying change is going to take place defense-becoming defensive and creating reasons why change won't work discarding-employees realize that not only is the organization changing, but they have to as well adaptation-employees must test the new system internalization-employees become immersed in new culture and comfortable with new system

error

deviation from a standard of quality; also a type of response to communication overload that involves processing all information but processing some of it incorrectly

revolutionary change

drastically changes way things are done

What is interpersonal communication?

exchange of a message across a communication channel from one person to another

coaching

explains and clarifies how the work should be done

How does membership stability affect group cohesiveness?

extent to which members like and trust one another, are committed to accomplishing a team goal, and share a feeling of group pride.

What is transformational leadership?

focuses on changing goals, standards, ethics, and performance of others. The develop a vision, and change organization to fit this vision and motivate others to reach this vision charismatic inspirational challenge the status-quo carefully analyze problems confident and optimistic

delegating

give tasks and let them do the tasks with minimal supervision

supporting

gives plenty of emotional support and opportunities for 2 way communication

project teams

groups formed to produce onetime outputs such as creating a new product, installing a new software system, or hiring a new employee

work teams

groups of employees who manage themselves, assign jobs, plan and schedule work, make work related decisions, and solve work-related problems.

Leadership Motive Pattern in leader performance

high need for power and low need for affiliation

How does group status affect group cohesiveness?

higher status creates more cohesiveness

What is the potential influence of group leader and group member individual dominance?

if group member or leader has an accurate solution, the group will probably perform at a high level if have an inaccurate solution, will lead the group astray and will perform poorly

third-party facilitators

liaison or ombudsperson. both are responsible for taking employee complaints and suggestions and personally working with management to find solutions.

teams do not work because of distrust of team process

management does not trust the concept of teams. When management was not enthusiastic about the team approach, it only made 49% satisfactory progress. Supportive management made 84% satisfactory progress.

Message Sent vs. Message Received

many factors can affect how a message is received i.e., actual words used ad communication channel

career assessment & guidance

may need to seek out and consider other careers. will receive tests to determine abilities and find what career they would be best to work in.

Message Received vs. Message Interpreted

meaning of message can change depending on how receiver interprets message -listening skills affect how message is received -listening styles affect interpretation as well

teams do not work because of excessive meeting requirements,

meet too infrequently or meet so often that they waste time when they do met. limit topics to be discussed and to meet only when entire team is needed to contribute.

gender differences

men -talk about major events -tell the main point -are more direct -use "uh-huh" to agree -are comfortable with silence -concentrate on the words spoken -sidetrack unpleasant topics women -talk about daily life -provide details -are more indirect -use "uh-huh" to listen -are less comfortable with silence -concentrate on nonverbal cues & paralanguage (pitch, volume) -focus on unpleasant topics

gender differences in leader performance

men and women are both effective leaders, however men are more effective in "masculine" jobs and women are more effective in less "masculine" jobs

How does group size affect group cohesiveness?

most cohesive when group is smaller

memos

most common methods of business communication. Provide detailed information to a large number of people in a short period of time.

What is the definition of a group?

multiple members -2 + people perceive themselves as a groups group gives reads to members corresponding effects -If something happens to one member, affects all members members share common goals

financial counseling

need because of tremendous stress as they worry about how to make their rent, mortgage, and loan payments and how to pay for everyday bills. Should include the issues of severance pay, unemployment insurance, medical insurance, and any special programs that might be available to help the layoff victims.

When cultures change, what are the steps that should be taken to assess the new culture?

needs assessment determining executive direction implementation considerations training evaluation of the new culture

teams do not work because of lack of empowerment

not given sufficient authority to conduct their business. Managers worry that the job won't be done correctly, teams are moving too fast, and teams will overstep boundaries such that other parts of organization will be affected.

meeting cow

number and length of meetings

evaluation apprehension

other can reward ("cheer") or punish ("boo") one's performance -for well-learned task, person may expect to perform well and get reward, but expect punishment for less well-learned task

change agents

people who enjoy change and often make changes just for the sake of it

task vs. person orientations in leader performance

person oriented leaders -act in warm, supportive manner and who have concern for employees -believe employees are intrinsically motivated task oriented leaders -set goals and give orders -believe employees are lazy and extrinsically motivated best leaders are both task and person oriented

use of space

personal space bubble intimacy zone -0 to 18 inches -close relationships Personal distance zone -18 inches to 4 feet -friends and acquaintances Social distance zone -4 to 12 feet -business contacts and strangers Public distance zone -12 to 25 feet

importance of inflection

pitch of the voice when speaking

What are the issues that need to be considered regarding the person making the change?

popularity degree of respect history of successful change

What is a sacred-cow hunt?

practices that have been around for a long time and invisibly reduce productivity

distraction

presence of others is distracting -for well-learned task, person still performs because it is automatic, but concentration impairment hinders performance on less well-learned task.

how do you resolve conflict prior to it occurring and when it first occurs?

prior -have a formal policy on how conflict is to be handled. -employees receive training on causes of conflict, ways to prevent it, and strategies for resolving conflict. when -two parties should be encouraged to use the conflict resolution sills they learned in training to resolve on their own. -express desire for cooperation, offering compliments, avoiding negative interactions, emphasizing mutual similarities, and pointing out common goals. -increase trust between both parties

What is social loafing?

shirk individual responsibility in a group setting the larger the group, the greater the tendency towards social loafing

tips for listening

stop talking let the other person finish speaking focus on what the person is saying rather than on how well they are saying it, what your next response will be, or what you will eat for lunch. Try to understand what the other person is trying to say. Ask question to make sure you understand the person's point, but don't ask so many questions that they distract the speaker. Be patient and keep an open mind. If you disagree, you can always do so after the person is finished talking. Show the speaker you want to listen by using nonverbal cues such as making eye contact and nodding your head. Remove or resist distractions that will keep you from listening. Be silent for a few seconds after the person has finished speaking. This will encourage the person to continue to talk, you will be sure when they have finished talking, and it will give you time to respond calmly.

teams do not work because they are not a team

teams aren't often successful because they are teams in name only

management teams

teams that coordinate, manage, advise, and direct employees and teams

teams do not work because of unclear objectives

teams work best when they know why they were formed, what they are expected to accomplish, and when they are supposed to be finished.

How does isolation affect group cohesiveness?

tend to make the group highly cohesive

avoiding

the conflict style of a person who reacts to conflict by pretending that it does not exist

forcing

the conflict style of a person who responds to conflict by always trying to win

accommodating

the conflict style of a person who tends to respond to conflict by giving in to the other person

collaborating

the conflict style of a person who wants a conflict resolved in such a way that both sides get what they want

what is group cohesiveness?

the extent to which members of a group like and trust one another.

forming stage

the first stage of the team process, in which team members "feel out" the team concept and attempt to make a positive impression

performing stage

the fourth and final stage of the team process, in which teams work toward accomplishing their goals.

technical listening

the listening style of a person who cares about only facts and details

nonconforming listening

the listening style of a person who cares about only information that is consistent with his or her way of thinking

leisure listening

the listening style of a person who cares about only interesting information

inclusive listening

the listening style of a person who cares about only the main points of a communication

empathic listening

the listening style of a person who cares primarily about the feelings of the speaker

stylistic listening

the listening style of a person who pays attention mainly to the way in which words are spoken

storming stage

the second stage in group formation in which group members disagree and resist their team roles.

What is organizational culture and why is it important?

the shared values, beliefs, and traditions that exist among individuals in an organization. This culture establishes workplace norms of appropriate behavior and defines roles and expectations that employees and management have of each other.

artifacts

the things people surround themselves with that communicate information about the person our office -decor desk placement what we wear -clothing -accessories -hair styles -tattoos the car we drive the house we live in

norming stage

the third stage of the team process, in which teams establish roles and determine policies and procedures

What is business communication?

the transmission of business-related information among employees, management, and customers

emotional counseling

to help workers deal with the stress of downsizing

speed cow

unnecessary deadlines

paper cow

unnecessary paperwork

cash cow

unnecessary spending

What is social facilitation?

when presence of others enhances performance occurs when task is easy and well-learned

What is social inhibition?

when presence of others hinders performance occurs when task is difficult or not well-learned

What is telecommuting, and what are common advantages and disadvantages?

working at home rather than at the office by communicating with managers and coworkers via phone, computer, fax machine, and other off-site media. advantages -less work-family conflict -better relationships with their supervisor -higher job satisfaction -less role stress -lower intention to turnover -high performance levels disadvantages -difficult for union to organize workers when scattered in diff locations -difficult for govt. to enforce safety and fair treatment standards when they work at home -employees cannot be easily supervised when they work at home -difficult to disassociate work from home life

What is a compressed work week?

works schedules in which 40 hours are worked in less than the traditional five-day workweek.

Does nominal group, interacting group, or brainstorming typically perform best?

interacting

Hogan's (1989) characteristics of unsuccessful leaders

lack of leadership training cognitive deficiencies -unable to learn from experience, unable to think strategically Personality problems -paranoid/passive-aggressive -appears charming on the surface, but resents the successes of others and while appearing to be supportive will "stab" another person in the back -high likability floater -goes along with the group, is friendly to everyone, never challenges anyone's ideas, which enables poor performance, but is so well-liked that they are never fired. narcissist -overcome their insecurity by being the center of attention, promoting their own accomplishments and take credit for most of the successes of the group and avoid all the blame for failure

expert power

lead by knowledge

legitimate power

lead by position

directing

leader directs by telling what to do and how to do it

coercive power

leader's control over punishment

reward power

leader's control over rewards

What is leadership through contact: Management by Walking Around

leaders and managers are most effective when they are out of their offices, walking around, and meeting with and talking to employees and customers about their needs and progress.

Interaction between the Leader and the Situation

leadership effectiveness depends not only on traits, but also the particular situation the leader is in

referent power

leads because of employees loyalty and desire to please leader

How can a person go about obtaining leadership skills?

learn what skills successful leaders need Identify and acknowledge the skills you lack Colleges provide leadership workshops Part-time job in organization where you can advance quickly Enroll in conflict management course Identify someone who you think is a successful leader volunteer or tutor in a strong subject you have leadership development seminars volunteer for committee positions volunteer to head committees or teams volunteer for extra assignments that will provide you with new skills be honest with coworkers and others at work

What are the issues that need to be considered regarding the reason behind the change?

legitimate -financial reasons -external mandates -productivity improvement Not so legitimate -a whim -everybody is doing it


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