mgt chpt 11

if you have an ________ locus of control you believe you control your own destiny. if you have an _________ locus of control you believe external forces control you.

internal (exhibit less anxiety, greater work motivation, and stronger expectations that effort leads to performance and they obtain higher salaries) external

________________ focuses on self responsibility, nutritional awareness, relaxation techniques, physical fitness, and environmental awareness

holistic wellness program

____________________ include management status, union affiliation, work location, seniority, work content, and division or department

organizational dimensions

racial stereotyping

page 349

a few preconceptions worth examining in work place diversity:

page 357

the diversity wheel

page 358 and figure 11.3

how managers harness the pygmalion effect to lead employees?

page352 in a box

managers can reduce turnover in 5 ways:

1. base hiring decisions on the extent to which an applicant's values fit the organization's values. 2.. provide post hiring support which is referred to as on boarding. 3. focus on enhancing employee engagement 4. incorporate realistic job previews (RJPs) into the hiring process 5. offer employees benefits, such as flexible work hours, that meet their needs and values.

locus of control has two important implications for managers:

1. expect different degrees of structure and compliance for each type 2. employ different reward systems for each type. page342

two findings on if personality tests work in the workplace:

1. extroversion: the outgoing personality. this kind has been associated with success for managers and salespeople. also, this is a stronger predictor of job performance than agreeableness, across all professions. 2. conscientiousness: the dependable personality. strong work ethic has been found to have the strongest positive correlation with job performance and training performance. *page 339 table 11.1-- cautions

as a manager you need to be alert to two attributional tendencies that can distort one's interpretation of observed behaviors:

1. fundamental attribution bias 2. self serving bias

what is a trend in the US that shows that American businesses need to do better with members of racial and ethnic populations?

1. minorities tend to earn less than whites 2. chances of success are reduced by perceived discrimination 3. people of color have hit the glass ceiling

important workplace behaviors are:

1. performance and productivity 2. absenteeism and turnover 3. organizational citizenship behaviors 4. counterproductive work behaviors.

to help distingquish the important ways in which people differ, diversity experts Lee Gardenswartz and Anita Rowe have identified a "diversity wheel" consisting of four layers of diversity:

1. personality 2. internal dimensions 3. external dimensions 4. organizational dimensions figure 11.3 page 357

some ways that managers can boost employees self esteem?

1. reinforce employees' positive attributes and skills 2. provide positive feedback whenever possible 3. break larger projects into smaller tasks and projects 4. express confidence in employees' abilities to complete their tasks 5. provide coaching whenever employees are seen to be struggling to complete tasks.

what are the four steps in the perceptual process?

1. selective attention ("did i notice something?") 2. interpretation and evaluation ("what was it i noticed and what does it mean?") 3. storing in memory ("remember it as an event, concept, person, or all three?") 4. retrieving from memory to make judgments and decisions ("what do i recall about that")

educational levels: 2 important mismatches between education and workforce needs:

1.college graduates may be in jobs for which they are overqualified 2. high school dropouts and others may to have the literacy skills needed for many jobs

resistance (barriers) to diversity are expressed in 6 ways:

1.stereotypes & prejudices 2. fear of discrimination against majority group members 3. resistance to diversity program priorities 4.unsupportive social atmosphere 5. lack of support for family demands 6. lack of support for career building steps more info on page 362

stress- what causes it and how can it be reduced?

6 sources of stress: individual differences, individual task, individual role, group, organizational, and nonword demands. reduce it: page 367

a person's behavior consists of what?

actions and judgements

the _____________ component of an attitude consists of the feelings or emotions one has about a situation. "i feel"

affective

the components of attitudes:

affective, cognitive, and behavioral

_________ stereotypes tend to depict older workers as less involved in their work, less satisfied, less motivated, and less committed then younger workers. stereotypes also depict older workers as being less creative and more accident prone. but this does not shows that older workers have higher absenteeism.

age

since 1992 we have had the _____________________________, which prohibits discrimination against the disabled and requires organizations to reasonably accommodate an individual's disabilities.

americans with disabilities act

implications for managers in self efficacy:

assign jobs accordingly and develop self efficacy. page 341

________ is defined as a learned predisposition toward a given object. directly influence our behavior. (what are you consistent beliefs and feelings about SPECIFIC things?)

attitudes

what attitude should employees pay attention to?

attitudes are important because they affect behavior. managers need to be alert to the key work related attitudes having to do with engagement, job satisfaction, and organizational commitment. among the types of employee behavior they should attend to are their on the job performance and productivity, absenteeism and turnover, organizational citizenship behaviors, and counterproductive work behaviors.

values and attitudes are generally in harmony but not always. together however, values and attitudes influence peoples workplace _____________which consists of their actions and judgements

behavior

the __________ component of an attitude refers to how one intends or expects to behave toward a situation. "i intend"

behavioral component.

there are all kinds of _____________, or administrative changes, that managers can make to reduce the stressors that lead to employee burnout.

buffers

________________ is a state of emotional, mental, and even physical exhaustion.

burnout

elizabeth always starts her work day by drinking a cup of coffee. one day she was in a hurry and skipped the coffee. later that day a potentiak client turned down a proposal that she had made and Elizabeth blamed it on the missed cup of coffee. her thinking would be an example of:

causal attribution

____________ is the activity of inferring causes for observed behavior. these tend to be self serving and are often invalid, but it is important to understand how people formulate attributions because they profoundly affect organizational behavior.

causal attributions

the ____________ component of an attitude consists of the beliefs and knowledge one has about a situation. you answer reflects your beliefs or ideas about the situation. "i believe"

cognitive

anita knows that smoking is bad for her but she can't quit for longer than a few days. the discomfort she feels as a result of the incongruence between her attitude and behavior is known as:

cognitive dissonance

in 1957, social psychologist Leon Festinger proposed the term ______________ to describe the psychological discomfort a person experiences between his or her cognitive attitude and incompatible behavior. how they deal with the discomfort is dependent on three factors: importance, control, and rewards. pg 346

cognitive dissonance

a ___________________ represents a broad personality trait comprising four positive individual traits: self efficacy, self esteem, locus of control, and emotional stability. managers need to be aware of these traits so as to understand workplace behavior.

core self evaluation page 340

evaluating behavior that harms the organization: ______________, which are types of behavior that harm employees and the organization as a whole. such behaviors may include absenteeism and tardiness, drug and alcohol abuse, and disciplinary problems but could extend farther to accidents, sabotage, sexual harassment, violence, theft, and white collar crime. the flip side of organizational citizenship behaviors.

counterproductive behaviors

______________ represents all the ways people are unlike and alike--the difference and similarities in age, gender, race, religion, ethnicity, sexual orientation, capabilities, and socioeconomic background.

diversity

as a manager of _________ you must manage bother differences and similarities simultaneously.

diversity

it is important to Jan to have a work team that consists of a variety of people. from different backgrounds. she wants people from different regions, of different ages, and with a variety of job skills. Jan is concerned with having ____________.

diversity

_______________ has been defined was "the ability to carry out accurate reasoning about emotions and the ability to use emotions and emotional knowledge to enhance thought." or the ability to monitor your and others' feelings and to use this information to guide your thinking and actions. first introduced in 1909. why is high EI important and how can you raise your EI? page 342

emotional intelligence (EI orEQ)

_____________ is the extent to which people feel secure and unworried and how likely they are to experience negative emotions under pressure. people with low levels are prone to anxiety and tend to view the world negatively, whereas people with high levels tend to show better job performance.

emotional stability

they don't call Ed "Steady Eddy" for no reason. He is unfailingly calm, even under pressure or stress. it would appear that Ed has a high level of:

emotional stability

_________________ include a host of programs aimed at helping employees to cope with stress, burnout, subsatnce abuse, health related problems, family and marital issues, and any general problem that negatively influence job performance.

employee assistance programs (EAPs)

research on job involvement has evolved into the study of an individual difference called: _______________ which is defined as an individuals involvement, satisfaction, and enthusiasm for work.

employee engagement

3 types of attitudes managers are particularly interested in are:

employee engagement, job satisfaction, and organizational commitment

_______________ employees are expected to have feelings of urgency, intensity, and enthusiasm as well as focus which makes them more committed to their employer and to put more effort into their jobs. they give their all at work. more characteristics on page 353

engaged employee

Jared is from the US but is working in Mexico. he believes that his culture, language, and behavior, are superior to those of his mexican employees. this illustrates what concept?

ethnocentrism

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

ethnocentrism

____________________ 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 locations, work experience, recreational habits, apperance, 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. these are also significant in influencing our perceptions, behaviors and attitudes.

external dimensions of diversity page 359

danielle is considered to be the life of the party. she's outgoing and gregarious, and is a real people person. what big five personality dimensions would best describe these characteristics?

extroversion

which big five personality dimension is positively correlated with success in managers and salepeople?

extroversion page 339

what are the big five personality dimensions?

extroversion, agreeableness, conscientiousness, emotional stability, and openness to experience *pg 338*

absenteeism and turnover: evaluating behavior when employees are not working. the top three reasons for employees taking bogus sick days are:

for doing personal errands, catching up on sleep, and relaxing.

in the ______________ people attribute another person's behavior to his or her personal characteristics rather than to situational factors.

fundamental attribution bias

the obstacles to women's progress are known as the _____________, the metaphor for an invisible barrier preventing women and minorities from being promoted to top executive jobs.

glass ceiling

________________ in which we form an impression of an individual based on a single trait. (attractiveness) "one traits tells me all i need to know"

halo effect

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

internal dimensions of diversity page 358

what are the major trends in workforce diversity?

internal dimensions: age, gender, race/ethnicity, sexual orientation, and physical/menatl abilities. external dimensions: educational level page 359*

jolene doesn't believe that luck happens. she firmly believes that you make your own luck in life by what you do and how you do it. jolene has an ________________ locus of control?

internal locus of control

evaluating behavior that exceeds work roles: _________________________, which are those employee behaviors that are not directly part of employees' job descriptions--that exceed their work role requirements. research demonstrates a significant and moderately positive correlation between organizational citizenship behaviors and job satisfaction. productivity, efficiency, and customer satisfaction.

organizational citizenship behaviors

______________ reflects the extent to which an employee identifies with an organization and is committed to its goals. research shows a strong positive relationship between organizational commitment and job satisfaction and a moderate association with job performance.

organizational commitment

_____________ is the extent to which you feel positive or negative about various aspects of your work. overall satisfactions depends on how they feel about work, pay, promotions, coworkers, and supervision. more characteristics on page 354

job satisfaction

job_____________ is defined by the collection of feelings and beliefs that people have about their current job.

job satisfaction

low self efficacy is associated with ________________, which is the debilitating lack of faith in one's ability to control one's environment.

learned helplessness

Trevor knows it is up to him to make the new business plan work. even if the board of directors steps in to guide the resources, it is still tremors job to carry out the plan. which aspect of a core self evaluation does trevor demonstrate?

locus of control

_____________ indicates how much people believe they control their fate through their own efforts.

locus of control

______________ programs help employees to integrate and transition to new jobs by making them familiar with corporate policies, procedures, culture, and politics by clarifying work-role expectations and responsibilities.

onboarding

______________ which is dedicated to better understanding and management of people at work. in particular this tries to help managers not only explain workplace behavior but also to predict it. looks at two areas: individual and group behaviors

organizational behavior (OB)

___________ is characterized by value-added behaviors such as making constructive statements about the department, taking a personal interest in the work of others, making suggestions for improvements, and mentoring new employees.

organizational citizenship

____________ is the process of interpreting and understanding one's environment. this process is complex but can be boiled down to four steps

perception

_________ consists of the stable psychological traits and behavioral attributes that give a person his or her identity.

personality

matt is one of those consistently upbeat optimistic people. he always looks on the bright side of things and sees the glass as half full rather than half empty. these characteristics describe Matt's :

personality

rather than wait for the other company affiliates to implement casual Friday, Ryan decided to start the practice in his office next week. Ryan displays a _______________ personality

proactive

someone who is more apt to take initiative and preserve to influence the environment is a ________________. these people are also a good worker. research says that these people tend to be more satisfied with their jobs, committed to their employer, and produce more work than nonproductive individuals.

proactive person

_______________ stereotypes don't bear repeating here, but it is noteworthy that there are not a lot of Hispanic and African American managers in the US.

race / ethnicity

_____________ is the tendency to remember recent information better than earlier information. perhaps because when you activate your recall, the later recollections are still present in working memory. "the most recent impressions are the ones that count"

recency effect

john was given a list of task to accomplish at work, but he can only remember the last item he discusses with his manager. he is experiencing ____________________.

recency effect

what actions should managers take when employees exhibit low self efficacy?

reward small success and future self efficacy by giving constructive pointers and positive feedback page 341

____________ are sets of behaviors that people expect of occupants of a position.

roles

self____________ is the ability to read your own emotions and accurately assess your moods so that you know how you are affecting others.

self awareness

daniel goleman, a psychologist who popularized the trait of Emotional intelligence concluded that EI is composed of four key components:

self awareness, self management, social awareness, and relationship management. page 342 table 11.3

_______________ is the belief in one's personal ability to do a task. a personal belief that you have what it takes to succeed. one of the core self evaluations

self efficacy

_______________ is the extent to which people like or dislike themselves, their overall self evaluation. how worthwhile, capable, and acceptable do you think you are? people with high or low esteem: page 341

self esteem

_______________ describes the phenomenon in which people's expectations of themselves or others lead them behave in ways that make those expectations come true. aka: Pygmalion effect. research has shown that by raising managers' expectations for individuals performing a wide variety of tasks, higher levels or achievement and productivity can be achieved. the lesson for you as a manager is that when you expect employees to perform badly, they probably will, and when you expect them to perform well, they probably will.

self fulfilling prophecy

liam knew that everyone else thought he was lazy and incompetent, so rather than tell his work team about an idea, he just let them do all of the work. as a result, his co workers continued to feel he was lazy and incompetent. what does liam's behavior demonstrate?

self fulfilling prophecy

in the ____________ people tend to take more personal responsibility for success than for failure.

self serving bias

a ______________ stereotype is the belief that differing traits and abilities make males and female particularly well suit to different roles. people tend to prefer male bosses and generally view women leaders as being less effective than men. promotional decisions may be affected by this

sex role

as a manager, principal areas of stereotyping that should be of concern to you are:

sex role stereotypes, age stereotypes, and race/ethnicity stereotypes.

karen was surprised when her friend said that the man at the first take in the restaurant must be a great basketball player just because he was tall and african american. karen's friend was making a ________________.

stereotype

"those sorts of people are pretty much the same" the tendency to attribute to a individual the characteristics one believes are typical of the group to which that individual belongs.

stereotyping

what are the four distortions in perception?

stereotyping, the halo effect, the recency effect, and causal attribution.

______________ is the tension people feel when they are facing or enduring extraordinary demands, constraints, or opportunities and are uncertain about their ability to handle them effectively. the feeling of tension and pressure

stress

the source of stress is called a :

stressor

ways to reduce cognitive dissonance:

table 11.4 page 346

according to Peter Ducker, which of the following accurately describes the current age related trend in the US work force?

the US is the only developed economy to have enough young people available for the work place

darren is interviewing for a new administrative assistant. the 3 people he interviewed included an older woman, a man in a wheel chair, and a recent college grad with beautiful blonde hair. darren knew just by looking at each candidate which one he would hire. his impression of each person was based on a single trait. this is known as :

the halo effect

performance and productivity: evaluating behavior when employees are working. in short, the method of evaluating performance must match ____________.

the job being done.

kayla has made her sales quota every month during the past year except for last month. when her boss conducts her performance appraisal, he focuses on this factor, rather than looking at her sales performance during the previous 11 months. this is an example of ______________.

the recency effect

absenteeism may be a precursor to ________________, which is when employees leave their jobs.

turnover

______________meaning they are involved in a chronic, determined struggle to accomplish more in less time.

type A behavior

a great many college graduates are ________________, which is working at jobs that require less education than they have

underemployed

_____________ are abstract ideals that guide one's thinking and behavior across all situations. (what are your consistent beliefs and feelings about ALL things?)

values

how do values and attitudes impact workplace behavior?

values and attitudes are generally in harmony, but not always. for example, a manager may put a positive value on helpful behavior yet may have a negative attitude toward helping an unethical coworker. together, however, values and attitudes influence people's workplace behavior. which is their actions and judgements.

what characterizes internal dimensions of diversity is that they are ______________ and _____________ in people. and precisely because these characteristics are so visible, they may be associated with certain stereotypes.

visible and salient

do employer's care about personality?

yes, as a manager, you need to understand personality attributes because they affect how people perceive and act within the organization