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1. Analyzing Zappos success using Herzberg’s two-factor theory of motivation would suggest that
c. the desire to feel important.
c. he may regress to either relatedness or existence needs.
Ramone feels that he was unfairly passed over for a promotion at his firm. How might he deal with the perceived inequity?
d. Increase his outcomes.
All of the following are actions those who perceive inequity can undertake to “balance the scales” EXCEPT
Interactional justice is
Michael has two finals, accounting and organizational behavior, on the same day of finals week. Based on expectancy theory, which of the following statements suggest how he should allocate his limited study time?
b. Accounting is Michael’s major, OB is a general business requirement in his academic program. Michael aspires to be a CPA, so he decides to focus his study time on Accounting.
In expectancy theory, valence is
c. increases the desired behavior.
d. ignoring a coworker who is telling dirty jokes.
When reinforcers follow all examples of positive behavior you are using a __________ ___________ of reinforcement.
a. variable ratio
All of the following are tips to make disciplining an employee more effective EXCEPT
b. identify behavior to be modified.
c. Step 3: Analyze behavior antecedents and outcomes.
Which of the following is a need based theory of motivation?
b. ERG theory.
Research on motivation in different cultures indicates that
Which of the following is true about motivation?
All of the following are reasons why Nucor Steel is so effective at motivating its employees EXCEPT
Which of the following factors has the most influence on worker motivation?
Scientific management’s primary focus is
Which of the following is an advantage to job specialization?
c. Staffing costs are lower because the repetitive nature of tasks makes skill requirements lower.
c. paved the way for today’s automation and standardization.
The local high school band needs to raise money to pay for a trip to New York City. It decides to sell sandwiches. Early Saturday morning, 20 volunteers report to the school cafeteria to make sandwiches. Stations are set up to make the 500 sandwiches ordered for that day. Station one has four individuals cutting sandwich buns, station two has four individuals placing the meats on the rolls, station three, etc. The individual who devised the sandwich-making production plan is operating under a
a. job specialization approach.
Which of the following statements is true about job design approaches?
Skill variety is
c. whether a person’s job substantially affects other people’s health, work or well-being.
d. the degree to which a person has the freedom to decide how to perform his tasks.
Which of the following is NOT a core job characteristic in the Hackman and Oldham job characteristics model?
Which of the following describes the elements of the Hackman and Oldham job characteristics model?
c. Five core job characteristics lead to three psychological states which lead to five outcomes.
a. high task identity.
c. Feedback is detrimental to performance in about one-third of the cases.
According to the formula for the motivating potential score of a job, the most important elements in deciding motivation potential are
c. autonomy and feedback.
b. Even though a job is designed with the express purpose of motivating individuals, some employees may not find the job motivational.
In order to increase the feedback you receive, do the following:
b. develop a positive relationship with your manager.
c. refers to the aspects of the work environment that give employees discretion, autonomy and the ability to do jobs effectively.
a. Meaningful work
d. access to information.
c. Employees who are nervous about empowerment may also worry about the increased responsibility.
To empower your employees,
d. change the company structure so employees have more power on the job.
The “M” in “SMART” goals stands for
d. Effective goals tend to be aggressive.
If you say to yourself, “As soon as I finish reading this chapter in my textbook, I am going to play Guitar Hero for an hour,” this specific goal has motivated you because
b. it has energized you not to stop until you have accomplished the goal.
Which of the following would be conditions under which SMART goals would be effective relative to other times?
c. when employees have a supportive and trusting relationship with their managers
b. employees lack skills necessary to reach the goals.
a. detaching individual goals from organizational strategy.
a. Management commitment is key to successful implementation of MBO programs.
Research on performance appraisal suggests
d. feedback is most effective if it immediately follows high or low performance.
a. the employee’s supervisor.
c. is designed to provide feedback for developmental purposes.
c. means ensuring that there is two-way communication during the appraisal process and the employee’s perspective is heard.
a. involves letting employees know what criteria are used in appraisal.
b. involves documenting performance problems and using factual evidence in rating performance.
c. a college implements a system where 10% of the class will receive A, 20% will receive B, 70% will receive C, 20% will receive D and 10% will receive F.
d. can carry the danger of lawsuits because of equal employment opportunity concerns with employees rated.
All of the following are purposes of a performance appraisal EXCEPT
a. achieving work/life balance.
c. is facilitated if the rater has empathy for the employee.
a. women in stereotypically male jobs are rated higher than women in stereotypically female jobs.
a. employees report lower levels of pay satisfaction under pay-for-performance systems.
d. is a program where employees are paid on the basis of individual output produced.
a. an award.
Which of the following statements regarding performance incentives is NOT true?
b. When awarded stock options, employees tend to hold on to them rather than sell them.
Which of the following statements regarding performance incentives is true?
d. Companies are increasingly choosing to implement team- or group-based pay-for-performance programs over individual-based pay-for-performance programs.
b. The tendency to behave unethically occurs when employees know they are going to achieve their goals.
Companies can reduce the temptation to behave unethically by
c. withholding rewards from those who are demonstrating unethical behaviors.
c. Chinese employees are very motivated when goals are very difficult.
d. in China, goals with low specificity are more motivational than those with high specificity.
b. the firm has a centralized structure that retains decision making at upper levels in the organization.
a. Have fun!
a. a fact of nature.
General Adaptive Syndrome is
Which region of the brain is responsible for stimulating the fear response?
Hans Selye’s work on stress suggests all the following physical diseases could result from stress EXCEPT:
d. resistance phase
Fight or flight responses include all of the following physical aspects but
c. decreased heart rate.
a. exhaustion phase.
Agnes glances at the clock and notes it is three hours until her first final of the week. She still has two chapters to study. She feels a slight pain in the pit of her stomach. Agnes is experiencing symptoms of what stress phase?
b. alarm phase
Which of the following statements about the stress process is correct?
d. Eustress is stress that is healing.
d. events or contexts that cause a stress reaction by elevating levels of adrenaline and forcing a physical or mental response.
Which of the following statements about stressors is INCORRECT?
b. No matter how they are categorized, stressors are always bad for individuals.
Role ambiguity is
a. vagueness in relation to job responsibilities.
Facing contradictory demands at work is a form of
b. role conflict.
c. having insufficient time and resources to complete a job.
d. information overload.
b. role ambiguity.
Rodney is experiencing a real dilemma. His boss just called him and told him that he had to attend a dinner meeting Wednesday night with some important out-of-town clients. Rodney’s daughter just called and told him she will be dancing a solo at her dance recital on Wednesday evening. Rodney is experiencing
a. role conflict.
Joe was diagnosed with cancer six months ago. He is back at work between chemotherapy treatments but is unable to work more than four hours per day. Diego has been covering all Joe’s assignments that extend beyond Joe’s four-hour day as well as covering the regular tasks of his own eight-hour shift. Diego is likely experiencing
b. role overload.
Omar is sitting at his computer writing his organizational behavior term paper using Internet research while he e-mails his friends and watches the NFL Thursday night football game. His phone just rang and now he is also talking to his girlfriend. Omar is likely experiencing
b. information overload.
Research on workplace stressors indicates
d. the fragmented fashion in which we work due to information overload impacts mental acuity and creativity.
All of the following are key stressors for Health magazine’s “Ten Most Stressful Jobs” EXCEPT
a. knowledge demands.
Which is the most stressful job in America as noted in a 2008 Healthmagazine?
b. inner city high school teacher
Which of the following statements regarding work-family conflict is INCORRECT?
c. Work-family conflict is greater for men than for women.
Which of the following statements regarding work-family conflict is correct?
d. Work-family conflict occurs when the demands of work and family negatively impact each other.
a. Stress results from negative life changes but not from positive ones.
a. since 1980, the service industry has accounted for the largest average percentage of firms which downsized five or more percent of their workforces.
Which of the following statements regarding life stressors is correct?
b. Expectations of future downsizing leads to greater absenteeism in the workplace.
a. heart disease
Research on stress in the workplace indicates all of the following EXCEPT
d. stress is related to higher organizational citizenship behaviors.
a. Type A personality.
Anita seems to take life as it comes. When the refrigerator and washing machine broke down in the same day flooding the kitchen, she laughed it off saying, “It could always be worse.” She then went and called the appliance repair service. Anita has a _________________ personality.
b. Type B
A Type B personality displays which of the following characteristics?
d. logical decision making.
c. men become depressed more often than women.
d. crying may intensify negative feelings because it is a social signal that the individual weeping is very upset.
b. a state of consciousness where a person is totally absorbed in an activity.
b. be distracted at work.
a. procrastinate at work.
Work that flows
d. offers opportunities to use skills possessed by the employee.
Work that flows includes all of the following characteristics EXCEPT
a. Eating light meals in the middle of the day may slow down the body because there is insufficient food energy available to stimulate the brain to react to stress.
Research indicates that exercise is an effective strategy for managing stress. Which of the following statements best describes some of the findings from studies on exercise and stress?
d. Regular exercise increases the body’s ability to draw oxygen out of the air, thus combating stress.
a. workers who miss work because of exhaustion become rejuvenated and face less stress upon their return to work.
d. Physical activity increases mental fatigue, which increases stress levels.
b. Higher performance.
b. replacing employees who are stressed with more resilient employees.
d. Train managers to be more interpersonally sensitive.
Research on telecommuting indicates which of the following?
c. Telecommuting increases job performance and decreases turnover.
All of the following statements regarding telecommuting are correct EXCEPT
a. telecommuting is a universally effective process; regardless of job or employee, it is effective.
Which of the following statements regarding organizational steps to managing employee stress is correct?
d. Employees experience less stress when their assignments are clear.
Which of the following statements regarding organizational steps to managing employee stress is correct?
a. Employee assistance programs often address legal or financial problems of the employee.
a. Positive feelings dispose an individual to optimism but make him less open to new ideas.
d. Negative emotions are always destructive in the workplace.
c. The spillover from positive emotions lasts longer than that from negative emotions.
Jennifer strongly dislikes her next-door neighbors, yet every time she sees them she stops to pleasantly chat with them for a few moments. Jennifer is engaging in
b. surface acting.
When an individual is displaying emotions he does not feel, he is engaging in
a. deep acting.
Genuine acting is
c. displaying emotions in alignment with your emotions.
d. cognitive dissonance.
d. Smile more.
b. business management
When you understand how OTHERS feel you are exhibiting which of the building blocks of emotional intelligence?
c. social awareness
Marcus knows that he is flexible, enjoys challenging goals, and is very concerned about the security of his job. Marcus understands which of the following building blocks of the emotional intelligence concept?
d. self- awareness
a. higher life satisfaction.
b. Human decisions are mostly rational, not impacted by emotion.
a. Compared to Europeans, Americans work longer hours.
What impact did emotional awareness training have on employees at American Express?
a. The training increased sales.
Analysis of emotional training suggests
a. such training can increase a firm’s bottom line.
c. is a technique that identifies employees’ feelings about their work.
a. Employee termination should be conducted in a standardized and consistent manner, so using e-mails is a highly acceptable technique.
a. Communication is the process by which information is exchanged between individuals, through a common system of symbols, signs or behavior.
Research on communication indicates all of the following EXCEPT
d. Although good communication helps retain effective performers, it does not increase a firm’s market share.
In the communication process model, the task of translating an idea into words is called
The individual originating a message is called the
A professor decides to save paper by posting her syllabus on the university’s web-based course application program instead of printing it and handing it out during the first class. She sends an e-mail to all her students prior to the actual start of the course that reads, “Your syllabus is available on Courseweb. I will go over that syllabus during the first class but, since I am attempting to conserve paper, will not make a copy available to you. Students however, are welcome to print out their own copy of the syllabus.”
9. In this scenario, the professor has what role in the communication process?
Given the above scenario, the students have what role in the communication process?
The email sent by the professor represents what aspect of the communication model?
Students come to class and ask why they are not receiving syllabi. This question represents what aspect of the communication model?
If students try to go online to view the syllabus and the university’s computer system keeps shutting down on them as they read the syllabus, the students are dealing with what aspect of the communication model?
b. intention of communication
Jason received the sales report and noted how badly the southern sector performed. As he prepared the a presentation for the weekly executive meeting, Jason decided to focus his remarks on the northern and western sectors, which had record sales levels, and refrain from mentioning the southern numbers. This scenario focuses on the communication barrier of
c. People tend to filter downward communication more than upward communication.
Which of the following is not a criterion that individuals may use in deciding whether or not to filter a message?
b. month of the year
Martin is the financial director of the small business. He recently read a memo from one department presenting a new idea for a product. During the discussion on the item afterward, Martin kept focusing on the cost of producing and marketing that product. The barrier facing Martin in this scenario is
b. selective perception.
c. selective perception.
d. information overload
Bill is speaking to a group of fellow marketing specialists at a national convention. He opens his presentation with a dumb blonde joke. Unfortunately, there is dead silence in the room. Bill did not fully address which barrier to communication in preparing his speech?
c. lack of source familiarity or credibility
Which of the following statements about workplace gossip is notcorrect?
a. Research finds that only a minimal amount of workplace communication occurs at the grapevine level.
c. Women focus on intuition in communicating; men on data.
a. Listening takes practice and concentration.
b. Managers listen up to 70% of their day.
c. Listening skills are related to promotions.
d. All of the above
A communication receiver who is preparing his comment or answer and not really listening to the sender is
Active listening involves
d. taking time to understand the points being made.
c. can be demonstrated to the sender by nonverbal signals like the nod of a head.
Which of the following pieces of advice is not a tip to improve your listening habits?
b. Think about what you will say when the time comes.
Maria is conducting a seminar on active listening. She is preparing a list of ways to improve one’s active listening. Which of the following statements isnot on her list?
a. To not be rude, do not ask questions of the sender.
d. telling the other person what to do
b. You are very skilled at that.
d. Men often jump right into a project while women ask a lot of questions before beginning.
Which of the following statements about communication barriers is correct?
d. selective perception is a time saver, but it can lead to mistakes.
Anna is placing her workgroup’s lunch order over the phone with the Pizza Shoppe. She is using what type of communication?
Storytelling is an effective form of communication for which of the following situations?
c. orienting new employees to the company’s culture
Which of the following statements about storytelling is INCORRECT?
b. The more frequently stories are shared in an organization, the lower the organizational commitment.
c. communications experts suggest using “but” not “and” in crucial conversations.
a. Speak more than the receiver.
d. written communication.
Communication that is asynchronous
c. is written by the sender and can be read any time by the receiver.
Which of the following statements about written and verbal communication is correct?
c. Humans listen faster than they speak.
d. Over ninety percent of employers consider writing a key skill for hiring new employees.
c. When individuals are lying, they blink more frequently, shift their feet, and shrug more often.
a. Someone else told the teacher you were cheating.
Which of the following statements about nonverbal cues isINCORRECT?
a. If your posture mirrors that of the person to whom you are speaking, it shows you are not listening and generally, not paying attention to that speaker.
b. nonverbal information.
a. information-rich channels.
Which of the following communication channels would be the most information-rich?
b. formal written documents
a. written report
c. face-to-face conversation
Verbal communication should be used when
a. immediate feedback is needed.
Written communication should be used when
d. facts need to be conveyed.
c. E-mail is the most popular medium of communication today.
a. Do not sign off your e-mails with a closing like “Thank you”; it just wastes space. Simply send your contact information.
d. other departments.
a. creating information
c. attitude surveys
d. a press release
b. an advertorial.
c. The key to a successful external communication to customers is to keep the business message formal and professional.
d. Exxon Oil is widely recognized as having been successful communicators during the Valdez incident.
a. Nonverbal communication is consistent across cultures.
c. The American “ok” gesture would be inappropriate or offensive in Brazil or Russia.
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