MGT 341-Ch. 6

In ____ feedback individuals compare perceptions of their own performance with behaviorally specific (and usually anonymous) performance information from their manager, subordinates, and peers

360-degree

____ occurs when rating an employee average on all dimensions

Central tendency

_____ is a customized process between two or more people with the intent of enhancing learning and motivating change

Coaching

____ effect occurs when rating an employee as average, from a comparison of the employee's performance with the exceptional performance of a few top performers

Contrast

___ feedback is only information--it is not an evaluation; this information includes hard data such as units sold, days absent, dollars saved, projects completed, customers satisfied, and quality rejects

Effective

____ performance is the process of comparing performance at some point in time to a previously established expectation or goal

Evaluating

____ is information about individual or collective performance shared with those in a position to improve the situation

Feedback

_____ reinforcement also strengthens a desired behavior by contingently withdrawing something displeasing

Negative

According to Jim Boomer, a professional service firm consultant, employees will go through the motions, but won't buy into a firms performance management system if senior managers don't also hold themselves ____ for their goals

accountable

Conditions that make pay for performance effective include: -calibrated performance measures that ensure ____ -using ____ measures of performance -paying top ____ much more than other employees

accuracy; multiple; performers

People tend to recall positive feedback more ____ than negative feedback

accurately

A ____ for achieving an increase in sales is an example of pay for performance

bonus

Monetary rewards do NOT increase knowledge, skills, and abilities, nor do they ____ jobs or enhance intrinsic motivation

enrich

Do's of Feedback: -Keep feedback relevant by relating it to ____ goals -Deliver feedback as close as possible to the ____ the behavior was performed -Provide specific and ____ feedback -Focus the feedback on things the employees CAN control -Be honest, developmental, and ____

existing; time; descriptive; constructive

The weakening of behavior by ignoring it or making sure it is not reinforced is called _____

extinction

Financial, material, and social rewards qualified as ____ rewards because they come from the environment

extrinsic

Feedback becomes positive or negative only when you compare it to a ____ or expectation; these comparisons are the basis for improvement

goal

Strengthening a desired behavior by removing a displeasing consequence is: A. positive reinforcement B. negative reinforcement C. extinction D. punishment

negative reinforcement

____ effect occurs when rating an employee high across all dimensions because they are very likable

Halo

____ reinforcement consists of reinforcement of some but not all instances of a target behavior

Intermittent

____ occurs when rating an employee high across all dimensions regardless of actual performance

Leniency

_____ performance means measuring, tracking, or otherwise verifying progress and ultimate outcomes

Monitoring

____ management is a set of processes and managerial behaviors that include *defining, monitoring, measuring, evaluating, and providing consequences* for performance expectations

Performance

____ reinforcement is the process of strengthening a behavior by contingently presenting something pleasing

Positive

_____ is the process of weakening behavior through either the contingent presentation of something displeasing or the contingent withdrawal of something positive

Punishment

Pay for performance is ____ above and beyond basic wages and salary, and its use is consistent with recommendations derived from the expectancy theory of motivation

compensation

The three common sources of feedback include:

others, task, self

There are three potential outcomes from rewards: 1. ____: you get more of what you intended and for which you are rewarding people 2. ____: the reward can have no effect 3. _____: rewards reinforce or motivate the wrong behaviors

desired outcome; nothing; undesired side effects

Which of the following describes a way to increase goal commitment by naming someone who can assist you pursuing your goal? A. listing key obstacles B. visualizing benefits C. preparing for efficiency D. determining sources of support

determining sources of support

Effective coaching is _____, has specific performance goals, and typically includes considerable self-reflection, self-assessment, and feedback

developmental

When managers assist employees in taking care of work, they are both driving employee ____ and engaging in effective performance ____

engagement; management

A ____ goal promotes enhancing your knowledge or skill

learning

A recent McKinsey survey revealed that the following were more valued as motivators than financial incentives: -Praise from immediate ____ -____ from leadership -Opportunities to ____ projects or task forces

managers; attention; lead

The key components of an organizational reward system include:

types of rewards, distribution criteria, desired outcomes

Jamie is on time for work every day now because her manager yelled at her when she was late. Now that she is on time, her manager doesn't yell at her. This is an example of: A. negative reinforcement B. extinction C. positive reinforcement D. operant behavior

negative reinforcement

____ effect occurs when rating an employee low for the year based on one late report at the end of the year

Recency

Which of the following exemplifies a performance goal? A. increasing sales by 10% in a period B. understanding the components of performance management system C. knowing how to use word processing software D. learning how to operate the inventory control software used by the company

increasing sales by 10% in a period

Effective feedback includes which of the following? A. information B. rebuttal C. evaluation D. opinion

information

Feedback is ____ when it clarifies roles or teaches new behaviors

instructional

Feedback is more likely to be acted upon when it is ____ and helps achieve an important goal

instructional

Fixed ratio, variable ratio, fixed interval, and variable interval are four subcategories of ____ reinforcement schedules

intermittent

What are two commons means for timing the administration of positive reinforces?

intermittent reinforcement and continuous reinforcement

Skinner labeled _____ behavior as unlearned reflexes or *stimulus-response (S-R)* connections

Respondent

____ rewards encompass not only compensation and benefits, but also personal and professional growth opportunities and a motivating work environment the includes recognition job design, and work-life balance

Total

Years of controlled experiments with pigeons in "skinner boxes" led to the development of a sophisticated technology of behavior control or operant ____

conditioning

According to Skinners operant theory, ____ consequences control behavior meaning there is a purposeful if-then link between the target behavior and the consequence

contingent

If every instance of a target behavior is reinforced, then a ____ reinforcement (CRF) is in effect; an example would be if you get paid every time you make a sale

continuous

Effective performance management has four steps: 1. ____ performance 2. monitoring and ____ performance 3. ____ performance 4. Providing _____

defining; evaluating; reviewing; consequences

What are results, behaviors, actions, and nonperformance factors examples of? A. distribution criteria for rewards B. desired outcomes in an organization C. extrinsic and intrinsic rewards D. feedback and coaching

distribution criteria for rewards

Law of ____ which says behavior with favorable consequences tends to be repeated, while behavior with unfavorable consequences tends to disappear

effect

Don'ts of Feedback: -Don't use feedback to punish, ____ or put, somebody down -Don't provide feedback that is _____ to the persons work -Don't provide feedback too late to do any good -Don't provide feedback that is beyond the individuals ____ -Don't provide feedback that is overly ____ or difficult to understand

embarrass; irrelevant; control; complex

Effective performance management influences important outcomes such as greater employee ____, better organizational performance, and lower ____

engagement; turnover

The performance evaluation method known as 360-degree feedback is useful because it provides performance evaluation: A. only from managers B. from peers, subordinates, and managers C. only from peers D. only from subordinates

from peers, subordinates, and managers

Strengthening a desired behavior by removing a displeasing consequence is ____ reinforcement

negative

Performance management systems are unsuccessful because: -the day-today job and the review elements have little or ____ in common -the process itself is very ____ consuming -performance review elements are too ____

nothing; time; narrow

Pay for ____ is the popular term for monetary incentives that link at least some portion of pay directly to results or accomplishment s

performance

A review of research on disciplinary practices found that people have different perceptions of a disciplinary act based on the ____ of the person delivering the discipline, the ____ characteristics of the people involved, and the supervisor's use of ____ and explanations

gender; cultural; apologies

When managing others, it is ___ to know whether an employee prefers intrinsic or extrinsic rewards

important

Involving employees in the design, selection, and assessment of reward systems _____ their effectiveness as motivators

increases

Psychic rewards are ____ rewards because they are self-granted

intrinsic

Feedback is ____ when it serves as a reward or promises a reward

motivational

Skinner attached the label ____ behavior to behavior learned when we "operate on" the environment to produce desired consequences; some call this view the *response-stimulus (R-S)* model

operant

Rewarding employees who have perfect attendance records with a check for $100.00 is an example of: A. positive reinforcement B. punishment C. extinction D. negative reinforcement

positive reinforcement

When Lindsay was late 3 times in two weeks, her manager told her that her pay would be docked by the amount of time she was late. This is an example of: A. negative reinforcement B. punishment C. extinction D. positive reinforcement

punishment

Effective feedback can be used in organizations to: -share information about work product ____ -gives a road map to ____ -ensure ____ on expectations

quality; success; agreement

Research has found that pay for performance has only a *modest* impact on performance ____ and __ impact on performance quality

quantity; no

The reinforcement schedules that produce the strongest behavior and are most resistant to extinction are variable ____ and variable ____ schedules

ratio; interval

A desired outcome of the ____ system is to retain talented people

reward

A performance goal targets a ____ end result

specific

Because of the differences in perceptions of a disciplinary act, it is recommended that supervisors utilize *two-way communication* by following up with the employee to make sure the discipline was ____, use ____ (or apologies if appropriate) to lessen the employee's negative reactions, and focus on helping the employee in the long run.

understood; empathy

Common perceptual errors related to performance evaluation:

hallo effect, leniency, central tendency, recency effect, contrast effect