management 11 (24.81/25)

Undocumented immigrants make up about 20 percent of the U.S. workforce.

false

To be effective, a leader must understand the ________ aspects of the organization such as values, attitudes, and personalities.

informal

Organizations face many barriers and obstacles to effectively increasing and embracing diversity in their workplaces. Some of these barriers stem from people in the organization who are resistant to changing the organization to make it more diverse. This activity is important because resistance to this type of change is an attitude that managers will come up against frequently, and managers need to be able to recognize when this occurs so that they can manage the organization and its employees through this necessary and very important type of change. The goal of this activity is to challenge your knowledge of the barriers to diversity. rev: 11_07_2019_QC_CS-189527 The following represent hypothetical statements made by people in organizations. For each statement, select the specific barrier to diversity that the example best depicts.

1. "Minorities here know that the company doesn't truly care about them. When our workers from underrepresented groups get offers from companies that offer true support to their minority workers, they take those jobs immediately." A negative diversity climate 2. "It's difficult to concentrate on being my best at work and giving the company my all because of the incessant offensive comments, jokes, conversations, and emails that seem to define this place." A hostile work environment for diverse employees 3. "If we hire people from that culture, the quality of their work won't be up to the standards we adhere to in our culture because they just don't tend to be as ambitious." Stereotypes and prejudices 4. "Affirmative action programs do nothing but make it harder for qualified white males to get jobs." Fear of discrimination against majority group members 5. "Why are we wasting time at LGBTQ sensitivity training? We should be attending to our real work." Resistance to diversity program priorities Correct 6. "This job requires an employee who can finesse deals with groups of predominantly Japanese men. Anyone other than a Japanese male won't have the right background to be able to win the trust of potential clients." Stereotypes and prejudices 7. "This organization doesn't value ethnic diversity. It only cares about creating the false impression that it values ethnic diversity so that outsiders will think more positively about it." A negative diversity climate 8. "If we hire too many Hispanic employees, pretty soon Caucasians won't have a chance to succeed here, even if they are more qualified." Fear of discrimination against majority group members 9. "We technically have a paternity leave policy on the books, but men here know that actually using that leave is frowned upon." Lack of support for family demands 10. "Working mothers in this company have to choose between doing what it takes to get high performance evaluations and attending to their children's needs." Lack of support for family demands 11. "There's ageism at this job everywhere I turn. From the twenty-somethings taking over the boardroom to the constant joking about how anyone over fifty is a dinosaur in the digital age, a person who isn't young is never allowed to forget it here." Stereotypes and prejudices 12. "Employees don't need to be rewarded at annual review time for engaging in diversity efforts. They should be rewarded on objective job performance—plain and simple." Resistance to diversity program priorities

Attitudes are beliefs and feelings directed toward specific objects, people, or events. This activity is important because managers should understand the direct impact that employees' attitudes have on their behaviors. The goal of this activity is to test your knowledge of the three components of attitudes. For each person, select the component of an attitude that his or her example best represents.

1. After reviewing a few of his tasks, Luciana tells her new assistant "next time I need something done well I'm going to give it to you!" Behavioral component of attitudes 2. After spending only a few minutes on the phone with a customer service agent before his problem was satisfactorily resolved, Khushtar told the agent "your company does a really great job with tech support." Cognitive component of attitudes 3. Araceli loves digging into a challenging assignment at work. Affective component of attitudes 4. Even though Frederick and his new employee got off on the wrong foot, he decides that he is going to give her another chance. Behavioral component of attitudes 5. Hilario is aggravated by his new supervisor's overbearing style. Affective component of attitudes 6. Steve believes it's rude for his coworkers to respond to emails during team meetings. Cognitive component of attitudes 7. After sitting through his annual performance review, Quinton thinks his boss is not doing a very good job of tracking employee performance. Cognitive component of attitudes 8. Sasha hates the new office that she's been assigned to. Affective component of attitudes 9. Lane leaves an uncomfortable job interview and calls her partner to say, "I would not take a job at that company if they offered me double my current salary." Behavioral component of attitudes

U.S. employees work harder now than ever before, and almost 75 percent report regularly experiencing job-related stress symptoms. Stress costs organizations an estimated $30 billion a year in lost productivity, and hundreds of billions a year if you include health care costs and absenteeism. This activity is important because managers can help to decrease unnecessary workplace stressors, and can help employees to experience fewer stress symptoms, if they are attuned to the sources from which workplace stress can manifest. The goal of this activity is to challenge your knowledge of the six sources of work-related stress. For each person, select the source of job-related stress that his or her example best depicts.

1. Cedrick tends to worry about things in his life, regardless of what's going on in his job or whether he is facing anything objectively stressful. Demands created by individual differences 2. Chien-Shiung has to miss his daughter's softball game because he is committed to a work meeting. Work-life balance 3. Lourdes works as a barista at a very busy campus Starbucks location. Individual task demands 4. Danilo feels anxiety every morning on his commute to work thinking about the fact that he will be spending the next 8 hours with his coworkers who are neither kind nor helpful to one another. Group demands 5. Ang manages the front desk at a New York City hotel and has to pretend that he is happy and cheerful all day long, even when customers are rude to him or his employees. Individual task demands 6. Norman works a full-time 8 to 5 job but also does consulting work on the side. He is stressed trying to decide whether he should take two days off from his full-time job, thus putting himself behind on tasks, in order to take advantage of a lucrative consulting opportunity. Individual role demands 7. Teri's direct supervisor often ignores subordinates' concerns, manipulates others to get ahead, and engages in unethical behavior. Group demands 8. Violeta's office feels overly stimulating to her. There are too many people crammed into the space, the overhead fluorescent lighting causes her daily headaches, and there are no walls to provide any quiet or privacy for employees. Organizational demands 9. Ahmed's company expects its employees to be available 24 hours a day. Last week he spent the weekend hiking with friends but was on his phone responding to emails half the time. He knew that if he ignored the emails his boss would reprimand him on Monday. Organizational demands 10. Farrah is always on the go. She keeps a to-do list for everything, speed walks between meetings, and often feels impatient. Demands created by individual differences 11. Devisha's manager tends to assign projects without giving much explanation for how employees' performance will be evaluated. Devisha is experiencing work stress because she has no idea whether she is performing well or not and won't be sure until her annual evaluation. Individual role demands 12. Philip and his spouse just adopted a baby. Philip is taking a month of paternity leave, and because of this he knows he will likely miss out on being assigned to a project that he was looking forward to working on. Work-life balance

People deal with their emotions in many different ways—some effectively and constructively, others ineffectively and destructively. This activity is important because understanding, assessing, and developing your emotional intelligence (E.I.) is an effective way to ensure that you manage your emotions in a way that will be helpful to you in advancing your career and personal interactions. The goal of this activity is to challenge your knowledge of the major components of E.I. Select the most appropriate key component associated with emotional intelligence for each of the items listed below. If the item is not associated with a component of emotional intelligence, select "Does not apply."

1. Reflected in self-control, adaptability, and honesty Self-management 2. Allows you to show others that you care and to understand others' emotions Social awareness 3. Enables you to read your own emotions and gauge your moods Self-awareness 4. The belief that you can perform well across a variety of situations Does not apply 5. Art has an impressive ability to remain cool, calm, and collected under great pressure, conflict, or emotional distress. Self-management 6. The ability to communicate clearly, disarm conflicts, and build personal bonds with others Relationship management 7. Iresa is very mindful of her feelings. If she experiences something that makes her feel angry, she immediately recognizes the change in her mental state and how it might affect her behaviors and decisions. Self-awareness 8. Teri is highly attuned to her employees' feelings and emotions and is able to empathize with what they are struggling with. Social awareness 9. Randal often helps his workers get through their interpersonal issues with one another. Relationship management 10. Represents how dependable, responsible, achievement-oriented, and persistent you are Does not apply

Perception is a cognitive process that enables us to interpret and understand our surroundings. This activity is important because managers need to understand how the basic perceptual process works before they are able to identify potential perceptual errors, or correct existing perceptual errors, that can occur in any one of these stages. The goal of this activity is to challenge your knowledge of the four steps in the perceptual process. Match each person to the step in the perceptual process that his or her scenario best represents. 1. Selective attention 2. Storing in memory 3. Interpretation and evaluation 4. Retrieving from memory to make judgments and decisions

1. Selective attention: Sebastian was never aware of any racial discrimination happening in his workplace. However, a few months ago Sebastian felt strongly that he was the victim of racial discrimination at work, and now he notices it happening to others in the office as well. 3. Interpretation and evaluation: Hadya sees that her boss has been working behind a closed door all week. This is atypical because his door is usually open. Hadya wonders if her boss is avoiding the employees on purpose because he has something negative to tell them. 2. Storing in memory: Connor doesn't normally remember the details of each meeting in his department, but he won't likely forget last week's meeting because of a very heated exchange he had with a coworker. 4. Retrieving from memory to make judgments and decisions: One of Janelle's employees filed a complaint against her with senior leadership regarding a particular exchange between the employee and Janelle. The executive team asks Janelle to attend an informal deposition where they ask her to provide her recollection of what happened in the exchange between her and the employee on the day in question.

A positive approach represents a willingness to accept developmental feedback, to try and suggest new ideas, and to maintain a positive attitude at work. Maintaining a positive approach can be a difficult task for managers—it is easy for managers to allow negative attitudes and behaviors to get the best of them during difficult times at work. This activity is important because a knowledge of potentially bad attitudes helps managers to recognize and replace these attitudes and behaviors with more positive ones. The goal of this activity is to challenge your knowledge of potentially bad attitudes that can derail a positive approach. For each person, determine which potentially bad attitude his or her behavior best exemplifies. If a person's behavior does not characterize a bad attitude, select "Does not represent a bad attitude."

1. When Caleb wants to express discontent about something at work, he goes around having conversations with coworkers and tries to manipulate them into saying things that he can then use to support his position. Entangler 2. Lily always immediately RSVPs to departmental social events with a "no." Porcupine 3. Natalia describes her personality as highly agreeable. Does not represent a bad attitude 4. William doesn't take personal responsibility when things go awry for the team he leads. Instead he always attributes responsibility for failures to his team members. Blamer 5. If you want to know of any potential holes in your idea, just ask Sami. He loves to tell people all the reasons their ideas won't work. Blamer Incorrect 6. Maya makes a gagging motion whenever lower-level coworkers offer ideas in meetings. Stink bomb thrower 7. Yusuf likes to focus on generating solutions to problems instead of dwelling on issues. Does not represent a bad attitude 8. Emmanuel is very good at pointing out things that aren't working but doesn't make an effort to offer ideas for how to fix them. Blamer Incorrect 9. Isabel has been described by coworkers as antagonistic because she finds a way to turn any discussion into a dispute. Debater 10. Kendrick looks down toward the ground or runs in the other direction whenever he passes by colleagues in the hallway. Porcupine 11. All of Xuan's subordinates view her as a very approachable manager. Does not represent a bad attitude 12. Lamar is willing to stand his ground when he feels strongly about an issue. Does not represent a bad attitude 13. People generally don't like having Dean in department meetings because he seems to disagree in discussions purely for the sake of disagreeing. Debater 14. Austin often says provocative things under his breath, just loud enough so that some of his coworkers hear it and get upset about it. Stink bomb thrower 15. Jackie has an axe to grind with Milo from way back. This is obvious any time there's an issue at work and Jackie finds a way to spin it as being Milo's fault. Blamer 16. Alejandra will grumble about something she's unhappy with at work for as long as it takes to get people to acknowledge her. Complainer Incorrect

Employee engagement is a mental state characterized by full immersion in an activity and a feeling of energy and enthusiasm for one's work. This activity is important because managers can use knowledge on employee engagement to increase individual, group, and organizational performance. The goal of this activity is to challenge your knowledge of the personal, situational, and managerial factors that are related to employee engagement. For each person, determine if his or her scenario represents something that would likely contribute to employee engagement, or would likely decrease employee engagement.

1. Willis is well connected in the organization's social environment. Contributes to employee engagement 2. Feng's job is monotonous and offers him very little in terms of variety of work tasks. Decreases employee engagement 3. Juliet doesn't trust her employees and therefore tends to micromanage them. Decreases employee engagement 4. Keiko makes it a point to give her employees regular feedback about their performance. Contributes to employee engagement 5. Jeremy's manager at work is very supportive of his ideas. Contributes to employee engagement 6. The overall climate at Marco's organization is negative and draining. Decreases employee engagement 7. Karin possesses a high amount of positive psychological capital. Contributes to employee engagement 8. Abdul encourages his employees to take time for self-care, including meditation, exercise, and sleep. Contributes to employee engagement 9. Sophie works in an extremely high stress job and doesn't have the chance to alleviate the tension because she's so overwhelmed with her job. Decreases employee engagement 10. Kalisha has started an informal Friday afternoon gathering to give her employees a chance to socialize and have fun together. Contributes to employee engagement

Core self-evaluations (CSEs) represent a broad personality trait comprising four positive individual traits: (1) self-efficacy, (2) self-esteem, (3) locus of control, and (4) emotional stability. When people have a positive or high core self-evaluation, they see themselves as capable and effective. This activity is important because understanding CSE will help you to better understand, motivate, and manage your employees and yourself. The goal of this activity is to challenge your knowledge of CSE. Listed below are either definitions of a component of CSE or an example of someone exhibiting a CSE. For each item, select the component of CSE that the item best represents. If the item does not relate to a CSE, select "Does not apply."

1. Your general belief about your own self-worth Self-esteem 2. Your belief about your chances of successfully accomplishing a specific task Self-efficacy 3. Indicates the extent to which you tend to be relaxed, secure, unworried, and less likely to experience negative emotions Emotional stability 4. Indicates how much personal responsibility you take for your behavior and its consequences Locus of control 5. Chao likes his job as an administrative assistant. He doesn't feel the need for fancy titles or a big office to feel as though his career is successful. Self-esteem 6. Describes the degree to which you are trusting, good-natured, cooperative, and soft-hearted Does not apply 7. Veronica makes a great leader and manager. She has a level head on her shoulders and is always measured and controlled in her responses when she is faced with conflict. Emotional stability 8. Your belief in your ability to monitor your and others' feelings and to use this information to guide your thinking and actions Does not apply 9. When Willard's salespeople fail to meet their target, he feels as though he should have done more to support them and feels partially responsible for the shortcomings. Locus of control 10. As Sheena was waiting for her CPA licensing exam to begin, she felt confident because she knew she had the material down and could answer the questions accurately. Self-efficacy

One important aspect of understanding your subordinates or followers is their personality. Personality consists of the stable psychological traits and behavioral attributes that give people their identity. This activity is important because leading in an organization requires more than just telling people what to do—it involves knowing and having an understanding of the individuals who follow you. The goal of this activity is to challenge your knowledge of the Big Five model of personality. Match each person to the Big Five Personality Trait that his or her example best represents. 1. Emotional stability 2. Extroversion 3. Conscientiousness 4. Agreeableness 5. Openness to experience

2. Extroversion: Kalisha is part of the sales force. She is friendly and outgoing, and she consistently is your top sales person. 4. Agreeableness: Ronald is a counselor in your company's employee assistance program. His job is to listen to employees who are having difficulties in their job or personal lives and help them work through them. 3. Conscientiousness: Mariana is your company's head of governmental reporting. It is critical that her reports be submitted on time and accurately, otherwise the company could face stiff penalties. 1. Emotional stability: Xiuying is the head of security. It is important that she keep her cool during very tense situations, otherwise your employees and your company could face serious consequences. 5. Openness to experience: Rashan is the director of your advertising department. Your company creates all of its own ads for your products. It is up to Rashan to conceive of creative and imaginative ad ideas.

Perception is the process of interpreting and understanding the environment around us, but the perceptual process is by no means a perfect lens to the world. This activity is important because perceptual distortion can cause managers to make mistakes that negatively impact their own lives, their employees and coworkers, and/or the organization. The goal of this activity is to challenge your knowledge of the different forms of perceptual distortion. Match each person to the type of perceptual distortion he or she is exhibiting. 1. Causal Attribution 2. Recency Effect 3. Stereotyping 4. Implicit Bias 5. Halo Effect

3. Stereotyping: Alexus knew the man she just interviewed for her department would be a good employee with a good work ethic—he got along well with everyone, the interview went well, plus he went to her alma mater! 4. Implicit Bias: Zeb met with five potential new assistants over the course of the last week. He couldn't explain why, but he knew he had a great feeling about three of them and didn't care for the other two. One of Zeb's coworker's pointed out that the three he liked shared Zeb's gender and race, and the two he didn't care for did not. 5. Halo Effect: Ivy knew she would like her blind date as soon as she saw him, because of the way he dressed. 2. Recency Effect: The last time Takeshi talked with this vendor he felt the vendor was trying to take advantage of him. This time the meeting went very well, and Takeshi is thinking about giving him some business. 1. Causal Attribution: When Hector's students handed in their work late, he knew they had been out partying and this was why they didn't do their work on time.

Based on what you learned about co-CEO Korey and causal attribution, what attributional tendency do you believe she utilizes when an employee wants to take time off or does not immediately answer messages?

fundamental attribution bias

Which of the following Big 5 personality measurements probably contributed to co-CEO Korey's initial success at Away?

high conscientiousness

Based on the case, employee engagement at Away may be deteriorating because of which of the following?

increased stressors

The case points out which barrier to diversity?

a negative diversity climate

"I'm going to buy a Ford to support the U.S. auto industry" is an example of which component of attitude?

behavioral

Noah is quick to point out all the reasons why something won't work, yet he seldom poses ways to resolve these problems. This can go on for days at a time. As his manager, you are working with him to accept developmental feedback. Because Noah is a ________, this might be challenging.

complainer

A person's emotional stability refers to how intellectual, imaginative, curious, and broad-minded he or she is.

false

The metaphor for an invisible barrier preventing women and minorities from being promoted to top executive jobs is the steel curtain.

false

Which of the following is not a source of job-related stress at Away?

role ambiguity

Abbas enjoys social settings, prefers to talk out problems, and has a direct conversational style. Abbas is an extrovert.

true

Low self-efficacy is associated with learned helplessness, the debilitating lack of faith in one's ability to control one's environment.

true

Selim believes that his hard work will lead to a better job performance. Selim is independently motivated so he does not need to be closely supervised in order to complete his job. Selim demonstrates an internal locus of control.

true

When asked how positive or negative they feel about their work, fewer than 20% of U.S. workers report being dissatisfied with their jobs.

true