MGT Chpt 11

buffers, or administrative changes

, that managers can make to reduce the stressors that lead to employee burnout.228 Examples: Extra staff or equipment at peak periods. Increased freedom to make decisions. Recognition for accomplishments. Time off for rest or personal development. Assignment to a new position. Three- to five-day employee retreats at off-site locations for relaxation and team-building activities. Sabbatical leave programs to replenish employees' energy and desire to work

organizational behavior (OB)

, which is dedicated to better understanding and managing people at work. In particular, OB tries to help managers not only explain workplace behavior but also predict it, so that they can better lead and motivate their employees to perform productively

Alchomilism

-Progressive -Chronic -Fatal

Type A behavior pattern

-hurried -competitive -deadline focused

The Traits of Emotional Intelligence

1. Self-awareness. The most essential trait. This is the ability to read your own emotions and gauge your moods accurately, so you know how you're affecting others. 2. Self-management. This is the ability to control your emotions and act with honesty and integrity in reliable and adaptable ways. You can leave occasional bad moods outside the office. 3. Social awareness. This includes empathy, allowing you to show others that you care, and organizational intuition, so you keenly understand how your emotions and actions affect others. 4. Relationship management. This is the ability to communicate clearly and convincingly, disarm conflicts, and build strong personal bonds.

The affective component—"I feel."

Attitudes have three components—affective, cognitive, and behavioral.52 The affective component of an attitude consists of the feelings or emotions one has about a situation. How do you feel about people who talk loudly on cell-phones in restaurants? If you feel annoyed or angry, you're expressing negative emotions, or affect. (If you're indifferent, your attitude is neutral.)

Perceptual Process

Four Steps: 1. 2. 3. 4.

burrnout

a state of emotional, mental, and even physical exhaustion, expressed as listlessness, indifference, or frustration. The Maslach Burnout Inventory lists 22 elements, including emotional exhaustion, cynicism or depersonalization, and reduced personal efficacy.223 Clearly, the greatest consequence of negative stress for the organization is reduced productivity. Overstressed employees are apt to call in sick, miss deadlines, take longer lunch breaks, and show indifference to performance. However, some may put in great numbers of hours at work without getting as much accomplished as previously

emotional intelligence

ability to monitor your and others' feelings and to use this information to guide your thinking and actions

The self-fulfilling prophecy

also known as the Pygmalion ("pig-mail-yun") effect, describes the phenomenon in which people's expectations of themselves or others lead them to behave in ways that make those expectations come true

Internal dimensions of diversity

are those human differences that exert a powerful, sustained effect throughout every stage of our lives: gender, age,Page 378 ethnicity, race, sexual orientation, and physical abilities.138 These are referred to as the primary dimensions of diversity because they are not within our control, for the most part. Yet they strongly influence our attitudes, expectations, and assumptions about other people, which in turn influence our own behavior -ethnicity, age, race

Organizational citizenship

behaviors are those employee behaviors that are not directly part of employees' job descriptions—that exceed their work-role requirements

stressor

cause of stress

Type A behavior pattern

competitive, hurried, deadline focused -fast paced -patient

A holistic wellness program

focuses on self-responsibility, nutritional awareness, relaxation techniques, physical fitness, and environmental awareness. This approach goes beyond stress reduction by encouraging employees to try to balance physical, mental, and social well-being by accepting personal responsibility for developing and adhering to a health promotion program. For instance, if you're too stressed to exercise, you might try some meditation.231 (In India, well-off urban professionals relieve stress by chanting Buddhist mantras

halo effect

in which we form an impression of an individual based on a single trait

External dimensions of diversity

include an element of choice; they consist of the personal characteristics that people acquire, discard, or modify throughout their lives: educational background, marital status, parental status, religion, income, geographic location, work experience, recreational habits, appearance, and personal habits. They are referred to as the secondary dimensions of diversity because we have a greater ability to influence or control them than we do internal dimensions

Job satisfaction

is the extent to which you feel positive or negative about various aspects of your work. Most people don't like everything about their jobs. Their overall satisfaction depends on how they feel about several components, such as work, pay, promotions, coworkers, and supervision.101 Among the key correlates of job satisfaction are stronger motivation, job involvement, organizational commitment, and life satisfaction and less absenteeism, tardiness, turnover, and perceived stress

Organizational commitment

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

Causal attribution is

the activity of inferring causes for observed behavior.

Ethnocentrism

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

learned helplessness

the debilitating lack of faith in one's ability to control one's environment

Stereotyping is

the tendency to attribute to an individual the characteristics one believes are typical of the group to which that individual belongs

The recency effect is

the tendency to remember recent information better than earlier information

cognitive dissonance

to describe the psychological discomfort a person experiences between his or herPage 366 cognitive attitude and incompatible behavior

The cognitive component

—"I believe." The cognitive component of an attitude consists of the beliefs and knowledge one has about a situation. What do you think about people in restaurants talking on cell-phones? Is what they're doing inconsiderate, acceptable, even admirable (because it shows they're productive)? Your answer reflects your beliefs or ideas about the situation.

The behavioral component

—"I intend." The behavioral component of an attitude, also known as the intentional component, is how one intends or expects to behave toward a situation. What would you intend to do if a person talked loudly on a cell-phone at the table next to you? Your action may reflect your negative or positive feelings (affective), your negative or positive beliefs (cognitive), and your intention or lack of intention to do anything (behavioral).