Chapter 1-6 Test Behavior Management

Which of the following is an example of how attitude relevance is linked to behavior?

A geneticist working for a pharmaceutical company is more likely to protest new regulations regarding stem cell research than a janitor working for the same company.

Dave has always wanted to be a professional golfer. To achieve his goal, he has to work hard. So he plays 9 holes of golf twice a day, spends two to three hours working on his putting, runs, has a cardio workout that he does 4 times a week, and plays some other sport, like tennis or basketball, 3 times a week. Dave wants to be the best!

Achievement

Bernard is one of the most liked people in his office. He always has time to listen to his coworkers and hear about their lives, and he tells them about his own concerns as well. Bernard likes making friends and always seems to see the best in everyone.

Affiliation

Shen is a supervisor at Starbucks. He recently received a special motivation report telling him that his three employees are each motivated by different things. In particular, Yakov is motivated by recognition, Ana is motivated by money, and Charles is motivated by time off work. After reading the report, Shen sent out the following email to his teammates. Hi, As you may know, Starbucks is in a battle with McDonald's to capture the early morning coffee customer. Last month, our location sold 180 lattes per day, while the McDonald's down the street sold 220. We are distributing special coupons this month offering 50 cents off any latte. We want to beat McDonald's next month. Good luck and happy selling! Best regards, Shen Do you think some kind of reward would be appropriate to motivate Charles? If so, what should it be?

An extra day of vacation

Cognitive dissonance says that we:

Are uncomfortable when our actions don't match our attitudes

Amara is taking cooking lessons, but unfortunately, she doesn't like her cooking coach very much. As a result, Amara isn't coming to class as often as she should, and last week, she told her best friend that she doesn't think that the cooking coach has ever cooked professionally. This statement describes Amara's

Attitude

____________________ is a process used to change behaviors

Behavior modification

Observed behavior verbal statements about intentions. "I want to transfer to another department."

Behavioral Intent

Attitude Scales. Verbal statements about Beliefs. "I believe my boss plays favorites at work."

Cognition

Susan is very excited. She was assigned a senior vice president, Alex, as a mentor, and the two of them seem to be getting along really well. This week, Alex asked Susan to make a list of the questions Susan had about the organization. The two of them have a meeting set up for next Tuesday, and Alex has promised to answer all of Susan's questions. What phase of the mentorship process are Susan and Alex going to be in during that meeting?

Cultivation

___________ is a punishment

Demotion

People's performance goes up when their goals are

Difficult goals help people to achieve higher performance levels than easy goals.

You want to change someone's behavior, but you know that persuasion is influenced by the elaboration likelihood model. Suppose that you know that your target will be taking the peripheral route on the model. Which of the following questions should you ask as you are preparing your persuasive presentation? Check all that apply.

Do I have enough arguments to make a good case, even though my target isn't listening carefully to each individual argument? Is the person I am trying to persuade going to respect my expertise?

______________________ have validity, responsiveness, reliability, flexibility, and equality. If a system includes self-evaluations, it is said to be responsive, because it allows the person being evaluated to have some input. Validity means that the system captures the correct dimensions of job performance, reliability means that the system measures information from different people at different times, and flexibility means that the system can be modified as needed—for example, when federal requirements change.

Effective performance appraisal systems

Which of the following are important for managers to do if they want to establish a link between performance and behavior? Check all that apply.

Evaluate an employee's performance. Work with the employee to set up performance goals. Give employees feedback as they are working to accomplish goals.

Nancy just finished writing up her self-positive and self-negative feedback for the year, and she's given it to her manager. What stage of the management by objectives process is Nancy in?

Evaluate performance

Lila just can't seem to do anything right. You wonder if this is because she never received any training on how to work in a team.

External Your belief that Lila's poor performance is caused by a lack of training is an example of an external theory of human behavior. External theories focus on factors outside of the individual, including external events, consequences, and environmental forces.

External theories of motivation look at how external factors like rewards influence motivation.

External theories

Which of the following experiences would cause an electrician to dislike a particular brand of wiring most strongly?

Getting shocked while working on that brand of wiring

You just started managing a team of software engineers. You want your direct reports to be as productive as possible. What is the one thing you can do to make that happen?

Give your employees rewards that they value, and base those rewards on performance.

Yvette wants to help her employees to become more productive, and she has been reading about the concept of eustress. What could Yvette do to help her employees increase their levels of eustress, without having them fall into distress?

Help her employees see that they can interpret work events in many different ways, and encourage them to see the positives in even negative events.

Ling Woo is a graphics designer at a small t-shirt business. Ling Woo's company operates on a very tight budget. Recently, Ling Woo found out about a new t-shirt paint that is supposed to be every bit as good as the paint her company is currently using, but the paint sells at half the price of their current paint. Ling Woo has not told anyone about this new paint, because she is afraid of change and doesn't know that she will like the new paint. Ling Woo is guilty of:

Hiding information

Paolo's planned change is likely to lead his employees to have

High job satisfaction

Which of the following sentences should Shen use to increase Charles's expectancy?

I'll be sharing some special sales tips with you tomorrow that will make your job easier.

Performance appraisals do all of the following except:

Identify an employee's personality traits

YOU: Hey Diana, what's up? Why are you so happy? DIANA: Did you see the chore list for this week? All I have to do is shred paper. You have to rake leaves all week! It's an ideal world! YOU: What's so good about shredding paper? TINA: Are you kidding? I get to stay inside, and my job will take an hour at the most. You'll have to be outside raking for at least two or three hours two or three times during the week.

In reading the above dialogue, it is clear that Diana believes that her inputs are lower than yours, but her allowance is the same, so her outcomes are equal to yours. From your perspective, this situation is . inequitable.

Which of the following are characteristics of a culture in which job characteristics are good predictors of job satisfaction?

Incomes are high Individualism is high

__________________ can create competition, and too much competition creates a dysfunctional work environment. Employees may serve their own self-interest at the expense of their peers. Team systems are less likely to cause this kind of problem.

Individual systems

Performance appraisals do all of the following

Influence demotion decisions Give employees feedback Identify developmental needs

Nabil is one of the best employees on your team. You believe that Nabil values hard work and good group relations, and you attribute his performance to those beliefs.

Internal Your belief that Nabil's values are responsible for his performance is an example of an internal theory of human behavior. Internal theories say that behavior is caused by a person's thoughts, feelings, past experiences, and needs.

Internal theories of motivation look at how factors inside the individual, such as needs, lead to motivation, and process theories look at how motivation occurs, considering the interaction between an individual and his or her environment.

Internal theories

This job satisfaction survey asks respondents to say "Yes", "No", or "Cannot Decide" about statements describing jobs.

Job Descriptive Index (JDI)

Carl wants to know when he will receive his next raise. He tries to do those things that will bring him rewards at work. At Level 1, the premoral level, people do not think about right or wrong except as it affects them personally. People care more about the rewards or punishments that might be associated with their behaviors and their own self-interest. In this case, Carl is focused on rewards

Level 1

Emily works in human resources, and she pays a lot of attention to the laws that cover employment. She wants to be sure that she and her company are always following the most recent laws. At Level 2, the conventional level, people make decisions about how to behave based on the expectations of people around them. These expectations can either simply be the shared values of a group or the laws of a larger society. In this case, Emily is following her society's employment laws.

Level 2

Jaclyn has thought long and hard, and she has developed her own ideas about moral behavior. She doesn't follow what other people want her to do—instead, she makes her own decisions based on her moral code. At Level 3, the principled level, people determine what is right based on their own values, not the values of those around them. In this case, Jaclyn is making decisions based on her own moral code, not the codes of people around her.

Level 3

I want to accept responsibility for communicating more effectively with my team, starting next Friday.

Measurable This goal is not measurable. How will you determine if you have accepted responsibility for communicating more effectively with your team?

Looking at what people want from work is a need theory of motivation. Note that this is a ________________rather than an external theory of motivation because it focuses on what people want, as opposed to focusing on the reward itself. The expectancy theory of motivation is a process theory that looks at how people are motivated, while the scientific management theory suggests that people will be more motivated when employees and managers collaborate rather than compete.

Need Theory

Svetlana worked for Blockbuster during the time that it was closing its retail operations. She signed an agreement to stay with her store until it closed in January of 2013. Svetlana is honoring that agreement, and she feels that she has an obligation to the company. What type of commitment is Svetlana experiencing?

Normative commitment

Managers who use financial incentives to reinforce behavior can expect the following:

To satisfy the employees' lower-level needs•To see a temporary increase in the rewarded behaviors

Which of the following dimensions of the job are related to job satisfaction? Check all that apply.

Opportunities for advancement Supportive coworkers Valued rewards Competent supervision

happens when employees go above and beyond the call of duty at work. It includes things like helping coworkers and saying positive things about the company.

Organizational citizenship behavior (OCB)

________________ are based on skills and behaviors. They should not be concerned with personality traits. Performance appraisals give individuals feedback, identify developmental needs, and are used in making promotion, demotion, termination, selection, and placement decisions.

Performance appraisals

___________________________ have been found to increase safety behaviors on construction sites, boost the number of packages containerized for shipment, and even improve the timeliness and accuracy of filling out paperwork! But these effects may not be long term because the behavior will fall off as soon as it is not reinforced.

Positive reinforcers

Which of the following are predictors of performance? Check all that apply.

Predictors of performance include general mental ability (or intelligence) and mixed emotional intelligence. Age and gender are not related to performance.

A manager who is trying to figure out the best way to motivate her employees might use concepts from which discipline?

Psychology

__________________ is the science of human behavior. Managers who are interested in motivation often use concepts from psychology to identify the best ways to energize employees and help them work at higher levels. Engineering concepts are used to understand the design of work, anthropology concepts are used to understand organizational culture, and sociology concepts are used to understand groups and group dynamics.

Psychology

Reinforcement theory suggests that behavior that is not rewarded will stop.

Reinforcement theory

If a performance review system includes self-evaluations, it can be said that the system is:

Responsive

Deb is studying climate change. She's focused on getting the best data she can, and she pays close attention to her numbers. Not only can she tell you the temperature every day for the last 100 years, she can also tell you about atmospheric carbon dioxide levels, the planet's average surface temperature, ocean rise levels, the amount of glacier shrinkage, and dozens of other important numeric facts. Deb thinks the details matter, and she's determined to get them right.

Sensor Deb is a sensor because she is focused on the details of her specific, empirical data.

It would have been a _____________ if Willie put the factors in but he overlooked them during a performance evaluation.

deficiency problem

I want to save enough money to have a secure retirement by the time I'm 50.

Specific This goal is not specific. How much money is enough to provide you with a secure retirement? The amount differs from person to person.

Albert is a ticket taker at a local movie theater. Albert's boss wants Albert to smile at all the customers that come in, but some days, Albert just doesn't feel like it. On those days, Albert pretends to be happy when he's not. What technique is Albert using to do his emotional labor at work?

Surface acting

You are managing a group of 25 new home care assistants, and you want them to increase their task-specific self-efficacy with regard to talking with Alzheimer's patients. Which of the following things should you do? Check all that apply.

Task-specific self-efficacy can be developed by providing job challenges, offering coaching and counseling for improved performance, and rewarding employee achievements. Punishment is not an effective way to build task-specific self-efficacy.

Lance is in Little League, learning to play baseball. Unfortunately, he is standing too far away from the plate, and it is making his coach very upset. In order to make Lance stop standing so far from the plate, the coach rings a loud bell every time little Lance is more than six inches from the plate. The bell startles Lance, and he doesn't like it, so he moves closer to the plate. In this case, the sound of the bell serves as for Lance's behavior of standing too far from the plate.

The coach is using punishment to shape Lance's behavior. When you punish someone, you make something bad happen after an undesirable behavior occurs. This makes the behavior less likely to occur again. The problem with punishment is that it can cause people to withdraw entirely or to seek retaliation, so use it only as a last resort when trying to change behaviors.

According to McGregor, ___________ managers believe that people are motivated by lower-order needs,

Theory X

Riku is pretty sure that his employees will believe anything he tells them, whether or not it is true. Most employees are gullible and believe anything they hear.

Theory X

Akna supervises 12 coders in her programming agency. She believes that her coders are bright, motivated, and capable, and she sees her job as helping the coders to see their capabilities for themselves.

Theory Y

managers believe that people are motivated by higher-order needs.

Theory Y

Nancy is a judge. She looks at the facts of each case logically, and makes a decision that is fair for all parties. Nancy is known for being able to look at all sides of a problem and for finding the best solution for all parties. But she's trained herself not to get too involved in her cases. When they're over, they're over, and she moves on to the next item on her docket.

Thinker, Nancy is a thinker. She uses logic in deciding her cases, and she doesn't get too personally involved.

Suppose that you want to use 360-degree feedback with your employees. What two things should you do to make the system more effective? Check all that apply.

To make a 360-degree feedback system more effective, give your employees coaching and separate evaluation feedback from developmental feedback. Both of these techniques are likely to lead to more open discussions between managers and employees. Generally, the feedback that is provided during 360-degree feedback is given anonymously to make it more likely to be accurate. And employees will benefit from both positive and negative feedback.

If a manager uses positive reinforcers, such as money and gift certificates, to shape the behavior of his or her employees, what can the manager then expect?

To see a long-term increase in the rewarded behaviors To satisfy the employees' lower-level needs To satisfy the employees' affiliation needs To see a temporary increase in the rewarded behaviors

Which of the following are characteristics of a source that can influence a persuasive situation? Check all that apply.

Trustworthiness, Attractiveness, Expertise

Willie was working on a new performance appraisal process. Unfortunately, he decided to measure telephone communication skills for all of his customer service representatives, but none of his customer service representatives use the telephone. They all communicate with customers online, using a chat function. In performance measurement, this indicates a:

Validity problem

Ari works as a manager for a home inspection company. Recently, his home inspection specialist has been having problems. He isn't finding key problems for home buyers. For example, last week, he neglected to notice extensive termite damage in a house that was for sale. The first thing Ari should consider as he tries to solve this problem is:

Whether or not the company's work systems might be getting in the way of the inspector's performance

Jennifer has decided to dock employee pay in response to tardiness. She thinks that having the punishment occur sporadically will more effectively reduce this unwanted behavior. At times the fourth instance of tardiness will get docked pay, and sometimes the sixth instance of tardiness will get docked. If the employees are smart, they will figure out that it is the fifth occurrence of tardiness, on average, that results in docked pay. This scenario shows a _______________ schedule of reinforcement.

With a variable ratio schedule, consequences follow a different number of behaviors that vary around an average number of behaviors. This means sometimes a smaller number of behaviors must be performed to gain a consequence and sometimes more.

Your coworker, Kumi, has always been a very good employee. But last week, Kumi failed when putting together an important budget. Several other people also failed in trying to produce this report, so you're not surprised by Kumi's work, just a little disappointed. You are likely to assign an ____________ cause to Kumi's performance because of _________________.

You are likely to believe that Kumi's behavior has an external cause (something outside of Kimi's personality) because of consensus—many other people have failed in the same situation before Kumi.

McClelland found that people who had a high need for _____________ tend to perform better than those without such a need.

achievment

Psychological indicators. Verbal Statements about feelings. "I don't like my boss."

affect

Because Alex will be actively answering Susan's questions and giving her advice, the two of them are in the ___________________ of mentoring. Initiation is when mentoring first starts, separation is when mentoring is coming to an end, and redefinition is when mentor and mentee establish new roles for themselves.

cultivation stage

You're working with a great team this year. Your team leader is enthusiastic and always says positive things about your work project. As a result of _________________ the entire team feels good about working together.

emotional contagion

Organizations with high levels of ______________ will have strong financial performance, even in an uncertain economy.

employee engagement

An important component of _________________ is the understanding that people can control their reactions or responses to events. Managers can help with this by working with employees to see how different events, even negative ones, can be interpreted positively. Simply handing out more or different rewards will not increase eustress, nor will micromanaging.

eustress

Nancy is _________________________, as she has written up both the positives and negatives of her performance over the year and shared that information with her manager.

evaluating her performance

Financial incentives, such as pay and even gift certificates, are_________________. As such, they allow people to satisfy their lower-level needs for material items. But these rewards do not help people grow or develop, so they cannot satisfy higher-level needs.

external rewards

When Dustin pays no attention to Mazie, he is using _____________ to stop her behavior.

extinction

Dan was born in 1975, so he is a baby buster. As a result, he values _________________ much more than baby boomers do.

family life and time off from work

Paolo is managing 10 account managers. Recently, he realized that his employees weren't meeting their performance standards. Paolo is worried about this, and as a result, he decides to try some new management techniques. The first thing Paolo tries is to improve the employees' relationships with each other. Every month, Paolo will sponsor a party at his house and invite all of the employees to come. According to Herzberg's two-factor theory, Paolo is planning on changing a ______________________

hygiene factor.

In New Zealand,_______________ are more important to employee motivation than they are in the United States.

hygiene factors, such as supervision and interpersonal relationships

The first thing any manager should check when employee problems appear is ________________ might be getting in the way of performance. Sometimes poor equipment, outdated rules, convoluted operational procedures, and other external factors can impede employee performance. Managers should only look at internal factors, such as intelligence and motivation, when they are sure there is no external cause for performance.

if the organization's work systems

Leila's office just put in a new performance management system. But Leila's not sure that things are going so well. Even though the system links pay and performance, some of Leila's coworkers are starting to get very competitive. It seems like they care about themselves more than they care about their teammates. Leila's company is likely to have put in ______________ performance management system.

individual

organizational behavior is defined as the study of ____________ and group dynamics in organizations.

individual behavior

while extinction (or better yet, rewarding an incompatible behavior, such as praising people)

is likely to have longer-lasting effects

Truong Thi was just told that she will be responsible for setting up this year's United Way drive at her office. Truong Thi was angry—she doesn't believe in asking employees for charitable donations. Truong Thi is experiencing ____________________, and if she keeps feeling this way, she is likely to be ________effective at work.

negative emotions, less

High Mach individuals are emotionally detached from others, and they focus on the _________ aspects of a situation.

objective

Managers can establish a link between _______________________ by establishing performance goals, providing employees with feedback and assistance toward goal completion, evaluating their performance, and recommending rewards based on performance. Asking a more senior level manager to explain the system to the employee does not necessarily make the system more effective, nor does having the employee determine when they have met their goals. It may be good to get an employee's input on his or her performance, but it is the manager's responsibility to analyze how well the employee has done overall.

performance and rewards

Santo wants to be in charge and make as much money as he possibly can in his life. He is willing to do whatever it takes to achieve his goals, even if it involves influencing people to take actions that are considered by some to be unethical. As long as Santo wins, he's happy.

power

________________ stops behavior for a short time,

punishment

Managers who use positive reinforcers can expect to see behavior change

rapidly and even dramatically

It would have been a ____________________ if Willie had scored performance differently at different times.

reliability problem

_________________ are consequences that cause behavior to change. For example, a baseball player might start wearing the same watch at every game because he once pitched a perfect game while wearing that watch. Pitching the perfect game is the reinforcer for the watch-wearing behavior, and the entire process of behavioral change is called behavior modification. When using behavior modification, it is critical to be sure that the consequence is linked with a specific behavior in the subject's mind. You do this by making sure to give a reinforcer very shortly after a behavior occurs, by shaping behaviors (rewarding successive approximations of the behavior you want), and by rewarding behavior intermittently instead of every time it occurs.

rewards (or reinforcers)

Frederick Taylor developed the _____________________________, which suggests that it is more important to build collaboration between employees and managers by increasing the overall profitability of the company than it is to worry about how the profits of the company will be divided. Economic free enterprise is related to Adam Smith's idea that motivation comes from one's own self-interest and how one uses a free-market economy to attain that self-interest. Finally, psychological ownership says that motivation comes from both psychological needs and external incentives.

scientific management theory

When a young male employee who doesn't believe that women belong in the workplace acts respectfully toward his female boss because other employees do so, the relationship between his attitude and behavior is being influenced by

social constraints

Bella has been working hard to make sure her team performs at the highest level possible. Bella knows that her organization has high goals for the upcoming year, and she wants her team to be recognized for helping to accomplish those goals. In this example, Bella was using ___________ power, which is a ___________ force in organizational behavior.

socialized, constructive

Abel is trying to get his brother, Cain, to spend more time farming and less time trying to gain control of the family. He tells Cain, "You're really good at making things grow. Why don't you focus your efforts on that?" In this situation, Abel is the

source of a persuasive event.

Maslow's Heirarchy of Needs Theory

top to bottom (pyramid) Self actualization needs Esteem needs Love (social) needs Safety and Security Needs Physiological needs