Chapter 2 - Organizational Behavior

List the steps involved in a job analysis in their correct order, with the first step listed at the top and the last step listed at the bottom.

1. generate a list of the activities involved in the job 2. have a subject-matter expert list each activity according to importance or frequency 3. define task performance in terms of the activities that are important or frequently performed

Barbara's annual performance review incorporates performance appraisal data collected not only from her supervisor but also from her coworkers, subordinates, and even her customers. What type of performance management practice does Barbara's company use?

360-degree feedback

Which of the following is a feature of performance management that is more suitable for social networking systems than for more traditional practices?

Employees can post questions about their own performance for coworkers to give immediate anonymous feedback.

Which of the following statements about counterproductive behaviors is true?

Employees who engage in one form of counterproductive behavior frequently engage in others.

True or false: Citizenship behaviors are important only in jobs that involve interface with individuals and groups outside the organization.

False

Which of the following statements are correct about the Occupational Information Network?

It sets forth the required knowledge, skills, and abilities for jobs. It is an online database developed by the government. It lists the characteristics of jobs in terms of tasks and behaviors.

In the management by objectives (MBO) process, who sets goals or objectives?

The employees and their managers

The performance management practice that measures performance by directly assessing job performance behaviors is referred to as

a behaviorally anchored rating scale (BARS).

Although citizenship behaviors are somewhat discretionary and situationally influenced, such behaviors

can range widely over time.

One of the principal ways in which job performance is used to manage employee performance is called 360-degree .

feedback

At the beginning of the semester, Professor Wolfman explained her grading policy. She stated that students would be evaluated on the basis of comparison with one another and that 20% of the class would earn an A grade, 70% of the class would earn a C grade, and 10% of the class would fail. What performance management system is Professor Wolfman using in her class?

forced ranking

The performance management approach that uses job performance evaluations to identify a company's best, average, and worst performing employees, using person-to-person comparisons, is known as

forced ranking.

Carolyn was disgruntled after a less-experienced colleague was promoted to supervisor of the department. She told her coworkers over lunch, "I heard that the only reason she got the promotion is because she's sleeping with the department head." What type of counterproductive behavior is Carolyn exhibiting?

gossiping

Dave frequently touches Jacinda when he is talking with her. He might rub her neck or shoulders or touch her hands or hair. It makes Jacinda uncomfortable, and she has asked him repeatedly to stop doing this. Which of the following counterproductive behaviors is Dave displaying?

harassment

Which of the following behaviors would be categorized as minor interpersonal counterproductive behaviors?

incivility gossiping

Which of the following counterproductive behaviors are types of political deviance?

incivility gossiping

Citizenship behavior that benefits coworkers and colleagues and involves assisting, supporting, and developing other organizational members is known as citizenship behavior.

interpersonal

Match the performance management practice (at left) with its description (at right). Instructions

management by objectives (MBO) Employees and managers develop mutually agreed-upon goals. behaviorally anchored rating scale (BARS) Performance is measured by identifying and assessing job performance behaviors. 360-degree feedback Performance information is provided by supervisors, subordinates, peers, and others. forced ranking Managers are required to classify employees as top, average, or low performers.

The performance appraisal system that involves the development of a set of mutually agreed-upon objectives between employees and supervisors is

management by objectives (MBO).

Citizenship behaviors, such as supporting and defending the company, working to improve its operations, and being especially loyal to the company, are known as citizenship behaviors.

organizational

Gossiping and incivility are two forms of which counterproductive behavior?

political deviance

Randi works as an aesthetician at a local spa and works with clients to improve the tone, health, and appearance of their skin through massage, facials, and hair removal. What type of work does Randi perform?

service work

Jason tends to be the "nattering nabob of negativism" at his company. He seems to be constantly upset with his coworkers and the efforts they make in doing a good job and getting along with each other. Jason displays a low level of which interpersonal citizenship behavior?

sportsmanship

Which of the following counterproductive behaviors are types of production deviance?

substance abuse wasting resources

Tracey is an aesthetician in a busy spa. Tracey's ______ involves enhancing the quality of clients' skin tone through such services as facials, color analysis, microdermabrasion, chemical peels, and hair removal.

task performance

Which of the following refers to the set of explicit obligations that an employee has for fulfilling a job?

task performance

Employee behaviors relevant to job performance include which of the following?

task performance citizenship behavior counterproductive behavior

Employee behaviors directly involved in the transformation of organizational resources into goods or services are referred to as

task performance.

Match the type of task performance (at left) with its description (at right).

adaptive task performance matches Choice, employee responses to task demands that are unusual, novel, or unpredictable employee responses to task demands that are unusual, novel, or unpredictable creative task performance matches Choice, the degree to which individuals develop ideas or outcomes that are both novel and useful the degree to which individuals develop ideas or outcomes that are both novel and useful routine task performance matches Choice, well-known responses to demands that occur in a normal or predictable way well-known responses to demands that occur in a normal or predictable way

After several United Airlines flights were canceled because of bad weather, reservation clerks had to scramble to get passengers rerouted to their destinations on other flights and/or airlines. This is primarily an example of

adaptive task performance.

When a major winter storm knocked out power to the Humane Society, the director had to quickly find alternative shelter for the animals housed there. This would likely be categorized as

adaptive task performance.

Which of the following are organizational citizenship behaviors?

boosterism voice civic virtue

Psychological harassment and abuse directed toward an individual or group of individuals is known as

bullying.

Students in Professor Alsever's class make a final project presentation before their classmates, and other department professors are invited to attend. The grade on the final project is based on weighted feedback from Professor Alsever, classmates, and the other professors in attendance. What type of performance management system is Professor Alsever using for evaluating the final project?

360-degree feedback

True or false: Counterproductive behavior encompasses employee behaviors that intentionally or unintentionally hinder organizational goal accomplishment.

False

True or false: Employees with high levels of task performance seldom have counterproductive behaviors.

False

Melinda was humiliated at a recent staff meeting when she made a mistake in her presentation and her boss yelled, "That was stupid. You never do anything right, do you?" This example illustrates which of the following types of behavior by Melinda's boss?

abuse

The comprehensive online database of worker attributes and job characteristics in terms of tasks, behaviors, required knowledge, skills, and abilities is known as the ______ Network.

Occupational Information

______ involves hostile verbal and physical actions directed toward others within the organization.

Personal aggression

The U.S. Department of Transportation (DOT) has regulations that require certain employers to implement a random drug and alcohol testing program. Such testing could minimize which counterproductive behavior?

Production deviance

Drag and drop the descriptions of counterproductive behavior with the corresponding types. Instructions

Property deviance Behaviors that harm the organization's assets and possessions Production deviance Behaviors that reduce the efficiency of work output Political deviance Behaviors that intentionally disadvantage other individuals Personal aggression Hostile verbal and physical actions directed toward other employees

Jake is a salesperson for a car dealership. He has missed his monthly sales quota for March, largely because the car dealership down the street introduced a sales incentive of 0% financing for 36 months and a $1,000 rebate on all new vehicles purchased during the month of March. This illustrates that a problem with evaluating job performance on the basis of results is that the results _____.

can be influenced by factors beyond the employees' control

Voluntary behaviors that contribute to the organization by improving the overall workplace setting are referred to as

citizenship behavior.

Lucinda is an active member of the local chapter of the National Association of Realtors. She therefore can keep up with the latest industry and consumer trends that can help her company achieve its goals. Which organizational citizenship behavior does this demonstrate?

civic virtue

Employee behaviors that intentionally hinder organizational goal accomplishment are referred to as ______ behavior.

counterproductive

Of the employee behaviors that are relevant to job performance, which of the following contributes negatively to the organization?

counterproductive behavior

Before the product development team meeting, Art made extra copies of the agenda and the notes from the previous meeting for his teammates. Which citizenship behavior does Art demonstrate?

courtesy

Ricardo works for a manufacturing company that had excess plastic material. To make use of the material, he developed what he called a "bag bowl," a plastic bag that can be turned into a bowl with a round, collapsible piece of plastic. This is an example of task performance

creative or creative task performance

Google asks its employees to spend 20% of their work time on a pet project that their job descriptions do not necessarily cover. As a result of this "20% Project," employees have launched products such as Gmail, AdSense, and Google News. Google's 20% Project encourages

creative task performance.

Under the BARS approach to assessing job performance behaviors, descriptions of both effective and ineffective workplace behaviors used to evaluate employee performance are known as

critical incidents.

Sophia has been hired as a consultant to identify the core tasks of different jobs in a large electronics manufacturing plant. She closely observes workers, records what they do, how the work is done, and how long it takes to perform the task. Sophia is involved in the process of

job analysis.

Cognitive work that requires the application of theoretical and analytical knowledge is known as ______ work.

knowledge

Accountants, lawyers, teachers, and engineers would be considered workers because their jobs require them to engage in cognitive tasks and apply theoretical and analytical knowledge.

knowledge, knowledge work, knowledge-based, or skilled

Counterproductive behavior directed against the organization that focuses on reducing the efficiency of work output is referred to as

production deviance.

Behaviors that harm the organization's assets and possessions are known as

property deviance.

The primary advantage of social networking systems for performance management is that, in contrast with more traditional practices, they

provide performance information in a timely manner.

Common actions used to deal with typical or predictable job situations are known as task performance.

routine

Horatio works as a parking attendant at a municipal parking lot. He monitors the parking lot to prevent vandalism and theft, collects fees from motorists, and makes periodic rounds to check for expired permits. These duties would be considered as

routine task performance.

In 2012 a Taco Bell employee in Indiana tweeted a photo of himself urinating on a plate of nachos. Which counterproductive behavior did he display?

sabotage

Laurie was so angry when she was passed over for a promotion that she intentionally poured a bottle of molasses on her supervisor's keyboard. This is an example of which counterproductive behavior?

sabotage

Work that provides nontangible goods to customers through direct electronic, verbal, or physical interaction is known as ______ work.

service

Deon is an aesthetician at a busy salon. In order to reach her sales goal for the month, she sometimes lies to clients who call to make an appointment with someone else by saying that she is the only aesthetician available for an appointment. This illustrates which problem associated with evaluating job performance on results alone?

the problem of social undermining and sabotaging in order to achieve bottom-line results

Richard works in a large office building and has noticed that many people have been leaving on office lights unnecessarily. He suggests that timers might be used to turn off the lights at night automatically. Richard's initiative would be an example of which organizational citizenship behavior?

voice

Match the form of organizational citizenship behavior (at left) with its description (at right). Instructions

voice speaking up and offering constructive suggestions for change civic virtue involving yourself responsibly in and being concerned about the organization boosterism representing the organization in a positive way to those outside the organization

Blake works as a bartender at a sports bar. He doesn't measure as he pours and often serves very generous drinks, especially if customers tip him well. "After all," he shrugs, "I'm not paying for the booze and it keeps the customers happy." Which counterproductive behavior does this describe?

wasting resources