Q&A Hero

Q: The adaptive response to a situation that is perceived as challenging or threatening to the person's well-being is called: A. self-leadership. B. job burnout. C. eustress. D. workaholism. E. stress.

Q: _____ is a psychological state that refers to the positive expectations of the intent or behavior of the other person in situations involving risk. A. Surface acting B. Trust C. Cognitive dissonance D. Deep acting E. General adaptation syndrome

Q: Employees with an emotional attachment to, identification with, and involvement in a particular organization are likely to have: A. a high level of work motivation. B. extreme emotional dissonance. C. a low level of emotional activation. D. a high level of continuance commitment. E. a high level of calculative commitment.

Q: Which of the following tends to result in increased continuance commitment? A. Corporate leaders demonstrate increasing trust in employees. B. The company helps employees learn more about the organization through departmental visits and special seminars on company products. C. Employees receive low interest loans and other incentives from their employer that make it costly for them to quit. D. The company introduces a participative management program to motivate the employees. E. The company gives strong opportunities for learning new skills to employees.

Q: Which of the following occurs when organizations give financial incentives to prevent dissatisfied employees from quitting?A. Employees increase their level of affective commitment.B. Employees increase their level of continuance commitment.C. Employees increase their level of job satisfaction.D. Employees decrease their level of emotional intelligence.E. Employees decrease their level of continuance commitment.

Q: Employees who stay with an organization mainly because they believe it will cost them financially to leave will have: A. high continuance commitment. B. high emotional intelligence. C. low continuance commitment. D. high organizational commitment. E. high affective commitment.

Q: Employees' identification with a particular organization tends to increase: A. affective commitment. B. cognitive dissonance. C. continuance commitment. D. calculative commitment. E. job dissatisfaction.

Q: The concept of affective organizational commitment includes: A. a calculative attachment to the organization. B. an employee who is motivated to stay because leaving would be costly. C. an emotional attachment with the organization. D. selfish behavior within the organization. E. perceiving loss of social costs.

Q: According to the service profit chain model, workplace practices affect job satisfaction, which influences employee retention, motivation, and behavior and these outcomes affect: A. service quality. B. customer satisfaction. C. perceptions of value. D. profitability. E. all of these.

Q: Which of the following proposes that job satisfaction has a positive effect on customer service, which flows on to shareholder financial returns? A. EVLN model B. Service profit chain model C. Emotional intelligence model D. MARS model E. EI-Based Theory of Performance

Q: Which of the following is a conclusion by organizational behavior scholars regarding job satisfaction?A. As job performance increases, job satisfaction decreases.B. Job performance is the sole predictor of job satisfaction.C. Job satisfaction is not related to job performance.D. People with higher job satisfaction tend to have higher job performance.E. Job satisfaction does not affect customer performance.

Q: Which of the following statements about job satisfaction and job performance is true? A. Employees who are dissatisfied with their jobs do not have high job performance. B. Job satisfaction has almost no effect on job performance. C. Employees who are satisfied with their jobs have higher job performance. D. Happy workers are less productive workers. E. Employees have higher job satisfaction only after they have received a financial reward.

Q: Shawna is dissatisfied with her boss for not supporting her work or recognizing her job performance. In spite of these problems, Shawna does not complain and does not intend to move elsewhere. Instead, she maintains her level of work effort and hopes the company will eventually correct these problems. According to the EVLN model, Shawna's response is: A. exit. B. voice. C. employability. D. loyalty. E. neglect.

Q: Donald was unhappy that his company did not provide good parking facilities. He found it very stressful to find reasonably priced parking close to his workplace, and what he found caused him to walk several blocks in all weather. This eventually led to job dissatisfaction. Hence, he recommended ways to solve this problem. According to the EVLN model, this information suggests that Donald's main reaction to job dissatisfaction was: A. exit. B. voice. C. commitment. D. loyalty. E. neglect.

Q: The exit-voice-loyalty-neglect (EVLN) model: A. outlines the four consequences of emotional intelligence. B. identifies the four ways to manage employee emotions. C. explains why the psychological contract differs between employees and their employers. D. is a template for organizing and understanding the consequences of job dissatisfaction. E. explains the main differences between affective commitment and continuance commitment.

Q: Which of the following statements about job satisfaction is true? A. The best way to measure job satisfaction is through asking a single direct question. B. Job satisfaction does not vary much between different countries. C. Job satisfaction varies significantly from year to year. D. Employees who say they are satisfied with their jobs may also express dissatisfaction with parts of them. E. Very few employees would leave their current employer if the right job came along.

Q: One way companies can increase the emotional intelligence of their employees is by: A. EI profiling. B. the EIEIO method. C. EI scores. D. EI training. E. There is no way for a company to increase EI in employees.

Q: Research suggests that people with high levels of emotional intelligence are better at all of the following EXCEPT: A. personal relations. B. job interviews. C. working without social interaction. D. emotional labor. E. leadership.

Q: Your boss has the highest level of emotional intelligence. Which of the following abilities does your boss possess? A. He is able to perceive his own emotions. B. He is able to empathize with others. C. He is able to understand the meaning of his own emotions. D. He is able to calm employees when they are upset. E. He is able to manage his own emotions.

Q: Which of the following is a competency representing the highest level of emotional intelligence? A. Perceiving emotions of other people. B. Understanding the meaning of one's own emotions. C. Managing dysfunctional emotions among staff. D. Being more sensitive to subtle emotional responses. E. Experiencing another person's emotions.

Q: The competency most strongly associated with social awareness is: A. conflict management. B. empathy. C. organizational comprehension. D. self-esteem. E. job performance.

Q: Self-awareness is the lowest level of _____. A. emotional intelligence B. emotional labor C. emotional dissonance D. continuance commitment E. affective commitment

Q: Discuss how a person can develop a global mindset. How can an organization help this process?

Q: What is a global mindset? What does it consist of?

Q: Explain the four windows of the Johari Window.

Q: A diversity awareness consultant submits a proposal to a company that wants to reduce stereotyping and prejudice. In the proposal, the consultant claims that his training program teaches employees to avoid the stereotyping process altogether when perceiving the world around them. "Our training will prevent the activation of stereotypes and other forms of categorical thinking," claims the consultant's proposal. Discuss the accuracy of this consultant's claim and explain what training programs can do regarding stereotyping.

Q: Comment on the accuracy of the following statement: The self-fulfilling prophecy can be an effective management practice.

Q: A supervisor receives regular information about a sales employee's performance (e.g. sales volume, incomplete paperwork, etc.) and must complete a performance appraisal of the person's work. The supervisor has a complete description of the employee's job but has never worked in the field as a sales representative. Moreover, the supervisor is relatively new to this job and therefore has little experience observing or appraising the performance of salespeople. What attribution error is likely to occur under these conditions and what effect would it have on the performance appraisal results?

Q: What is stereotyping? What are the three elements of stereotyping?

Q: Explain the process of categorical thinking.

Q: Explain self-verification and its implications on organizational behavior. Self-verification stabilizes an individual's self-view, which, in turn, provides an important anchor that guides his or her thoughts and actions. Employees actively communicate their self-concept so co-workers can provide feedback that reinforces the self-concept. For example, you might let co-workers know that you are a very organized person; later, they point out situations where you have indeed been very organized. Unlike self-enhancement, self-verification includes seeking feedback that is not necessarily flattering (e.g., I'm a numbers person, not a people person). Social scientists continue to debate whether and under what conditions people prefer information that supports self-enhancement or self-verification. In other words, do we prefer compliments rather than accurate critique about weaknesses that we readily acknowledge?

Q: Explain the three characteristics of the self-concept.

Q: Elaine got a job transfer from Italy to New York. Soon, she started to understand the mental models held by colleagues from other cultures, as well as their emotional experiences in a given situation. Further, she started to effectively use words and behaviors that were compatible with the local culture of New York. Which of the following features of a global mindset occurred in Elaine's life? A. The ability to process complex information about novel environments. B. The capacity to empathize and act effectively across cultures. C. The capacity to comprehend and reconcile intracultural matters. D. The ability to develop more of a local than a global frame of reference about their business. E. The ability to comprehend and reconcile intercultural matters with multiple levels of thinking.

Q: Joe, a production worker in a doll manufacturing plant, recently changed positions on the manufacturing line from painting the eyes, to attaching arms to each doll. In the past, his work was always impeccable with a very low rate of mistakes, but since the switch, the quality team has found numerous dolls with arms that were haphazardly attached. A majority of the flawed-arm dolls are from Joe's assembly line. When his supervisor approached him about his quality issues, Joe replied that lately he has been having a string of bad luck. In the past, when praised for his excellent quality doll eyes, Joe always took the credit and boasted about his abilities. This is known as: A. the fundamental attribution error. B. a correspondence bias. C. a self-serving bias. D. a self-fulfilling prophecy. E. the halo effect.

Q: Joanie is an engineer at an architectural firm. She is very proud of this fact and often defines herself in terms of her work to family and friends. She is very skilled at her job and confident in that fact, but often has trouble adapting to changing job duties and environmental conditions. Although Joanie occasionally has trouble adapting to new conditions and job tasks, she believes she can do almost anything and always maintains a "can do" attitude. This is known as: A. self-concept. B. self-esteem. C. self-verification. D. self-enhancement. E. self-efficacy.

Q: Which of the following is true about developing a global mindset? A. A global mindset can be developed through better knowledge of people and cultures only by formal training. B. Deeper absorption of knowledge of people and cultures results from immersion in those cultures. C. The last step in developing a global mindset is self-awarenessunderstanding one's own beliefs, values, and attitudes. D. Companies should restrict employees from comparing their own mental models with those of co-workers from other regions of the world. E. Developing a global mindset excludes practices of awareness, self-awareness and meaningful interaction.

Q: Which of the following is true about a global mindset? A. A global mindset occurs as people initially develop more of a local than a global frame of reference about their business. B. A global mindset minimizes the capacity to empathize and act effectively across cultures. C. A global mindset includes the ability to process complex information about familiar environments. D. A global mindset does not include the ability to comprehend and reconcile intracultural matters. E. A global mindset includes an awareness of, openness to, and respect for other views and practices in the world.

Q: In organizational settings, empathy: A. has both a cognitive and emotional component. B. decreases sensitivity to the external causes of an individual's own behavior and results. C. increases the likelihood of the fundamental attribution error. D. indicates any implicit biases you might have toward others. E. is similar to apathy.

Q: _____ refers to understanding and being sensitive to the feelings, thoughts, and situations of others. A. Apathy B. Contact hypothesis C. Empathy D. Recency effect E. Primacy effect

Q: Which of the following is true about meaningful interaction? A. Meaningful interaction relies on dialogue. B. Meaningful interaction increases dependence on stereotypes to understand others. C. Meaningful interaction is based on the Johari Window. D. Meaningful interaction potentially improves empathy toward others. E. Meaningful interaction is a way of increasing self-awareness by encouraging disclosure and feedback to increase our own open area.

Q: Which of the following improves self-awareness and mutual understanding that is founded on the contact hypothesis? A. Johari Window B. Meaningful interaction C. Implicit Association Test D. Self-fulfilling prophecy E. Self-serving bias

Q: Which of these statements about the contact hypothesis is true? A. It states that in increasing contact with someone, the most recent information dominates our perception of that person. B. Increased contact with someone tends to reduce our tendency to use stereotypes to perceive that person. C. By reducing our contact with people, we develop more accurate perceptions of them. D. It states that the more we interact with someone, the more prejudiced we will be against that person. E. Increased contact with someone tends to change our stereotype of the group to which that person belongs and to reinforce our tendency to use stereotypes to perceive that person.

Q: The contact hypothesis states that: A. our tendency to stereotype people increases with our frequency of contact with them. B. we are more likely to make an internal attribution of someone's behavior when we have more contact with that person. C. the social identity theory only applies to people who have personal contact with the groups with whom they identify. D. people who interact with each other will be less perceptually biased toward each other. E. the self-fulfilling prophecy occurs only when the target individual interacts virtually with the person making the prophecy.

Q: In the Johari Window, disclosure of information to colleagues results in: A. reducing our open area by reducing our blind area. B. increasing our unknown area by reducing our hidden area. C. decreasing our open area by increasing our amount of feedback. D. increasing our open area by reducing our perceptual limitations. E. increasing our open area by reducing our hidden area.

Q: In the Johari Window, feedback from others helps us to: A. increase our open area by reducing our blind area. B. increase our unknown area by reducing our hidden area. C. decrease our open area by increasing our amount of disclosure. D. increase our open area by reducing our unknown area. E. increase our open area by increasing our hidden area.

Q: In the Johari Window, the hidden area gets smaller when we: A. increase the blind area. B. avoid feedback from others. C. disclose information about ourselves. D. are far away from knowing our perceptual limitations. E. hide our beliefs and experiences.

Q: In the Johari Window, the _____ area includes information about you that is known both to you and others. A. mid-level B. hidden C. unknown D. blind E. open

Q: The objective of the Johari Window is to: A. reduce our perceptual biases. B. prevent others from understanding the reasons behind our actions. C. discourage disclosure and feedback. D. increase the hidden and unknown area. E. prevent an individual's perceptual limitations being disclosed to his colleagues.

Q: The _____ area in the Johari Window refers to information that is known to others but not to you. A. blind B. feedback C. unknown D. hidden E. open

Q: The recency effect is most common when: A. making an evaluation involving complex information. B. the decision maker has considerable experience in that situation. C. the decision maker believes most employees are above average. D. evaluating someone who is easily identified with a visible demographic group. E. the decision maker has a strong learning orientation.

Q: The statement "First impressions are lasting impressions" best represents the: A. primacy effect. B. self-fulfilling prophecy. C. projection bias. D. recency effect. E. extroversion effect.

Q: Which of the following is a perceptual error where we tend to believe that other people hold the same beliefs and attitudes as we do? A. Self-serving bias B. Recency effect C. False-consensus effect D. Self-fulfilling prophecy E. Personal identity

Q: Which perceptual error occurs when a supervisor incorrectly rates an employee at a similar level across all performance dimensions based on an overall impression of that employee? A. Attribution error B. Stereotyping C. Projection bias D. Halo effect E. Recency effect

Q: If you form a general negative impression of a person based on one prominent characteristic, and it affects your perception of other characteristics of that person, it is called: A. a projection bias. B. the halo effect. C. selective attention. D. a self-serving bias. E. stereotyping.

Q: The philosophy of positive organizational behavior states that: A. employees are more effective when they experience extinction more than other contingencies of reinforcement. B. employees are, by nature, good rather than bad in terms of their ethics and care for others in the world. C. focusing on the positive rather than negative aspects of life will improve organizational success and individual well-being. D. training programs that make leaders aware of the power of positive expectations have the maximum effect. E. employees process positive information more quickly than negative information.

Q: The self-fulfilling prophecy effect is stronger: A. at the beginning of a relationship. B. for experienced employees. C. when a relationship is saturated. D. when a relationship is extremely complex. E. when a relationship is very strong.

Q: Someone who is new to the job and has a low expectancy is:A. less likely to engage in stereotyping.B. more likely to engage in the fundamental attribution error.C. more likely to have a strong learning orientation.D. more vulnerable to the supervisor's self-fulfilling prophecies of that employee.E. more likely to engage in behavior modification.

Q: Which of the following illustrates one of the steps in the self-fulfilling prophecy process?A. A supervisor forms an incorrect impression of the employee.B. A supervisor assigns challenging goals to the employee.C. A supervisor gives lenient feedback to the employee.D. A supervisor avoids reinforcement of work done by the employee.E. A supervisor communicates expectations to the employee.

Q: Which of the following illustrates the first step in the self-fulfilling prophecy? A. An employee behaves in a way consistent with the supervisor's expectations. B. A supervisor treats the employee in a manner consistent with the supervisor's expectations. C. A supervisor forms certain expectations of the employee. D. A supervisor attributes employee's good performance to external causes. E. An employee demonstrates his or her true abilities to the supervisor.

Q: The second step in the self-fulfilling prophecy cycle is:A. An employee is hired with certain assumptions being made.B. A supervisor forms expectations about the employee.C. The employee's behavior becomes more consistent with the supervisor's initial expectations.D. The supervisor's expectations affect his/her behavior towards the employee.E. The supervisor's behavior affects the employee's ability and motivation.

Q: If John takes credit for work done on time, but blames his co-workers for his delays, his attitude is reflective of the: A. fundamental attribution error. B. primacy effect. C. self-fulfilling prophecy. D. self-serving bias. E. projection bias.

Q: The tendency to attribute the behavior of other people to internal factors more than external factors is called the: A. recency bias. B. projection bias. C. fundamental attribution error. D. primacy effect. E. self-serving bias.

Q: Which of the following describes the fundamental attribution error? A. People seldom make attributions about their own behavior. B. The likelihood of making an error attributing the behavior of another person increases with your familiarity of that other person. C. We tend to believe that other people have the same beliefs and behaviors that we have. D. We tend to believe the behavior of other people is caused more by their motivation and ability than by factors beyond their control. E. We tend to believe that colleagues perform their jobs better than we perform our job.

Q: Consistency, consensus and distinctiveness are the: A. three elements of behavior modification. B. three elements of the selective attention process. C. three rules that determine whether we make an internal or external attribution. D. three of the four quadrants in the Johari Window. E. the main causes of a self-fulfilling prophecy.

Q: Which of the following is an internal factor that affects job performance? A. Economic conditions B. Changes in salary C. Peer support D. Internal competition E. Motivation to work

Q: The _____ process involves deciding whether an observed behavior or event is caused mainly by the person or by the environment. A. attribution B. stereotyping C. social identification D. selective attention E. self-identification

Q: Which of the following concepts is most closely linked to discriminatory attitudes and behaviors? A. Halo effect B. Primacy effect C. Attribution theory D. Recency effect E. Stereotyping

Q: Systemic discrimination: A. is not due to a perceptual error. B. will not result in stereotyping. C. is completely based on prejudice. D. creates unintentional stereotypes. E. is associated with negative attitudes toward others.

Q: The combination of social identity and self-enhancement leads to the process of: A. attribution, acceptance, and modification. B. categorization, homogenization, and differentiation. C. perception, personality, and attitude. D. fundamental attribution, self-serving attribution, and social identity. E. agreeableness, conscientiousness, and openness to experience.

Q: Andr is a doctor who is quick to mention that he is a doctor when he first meets other people. He also tends to perceive himself and other physicians in a more favorable way than nurses and non-medical staff. Which concept best explains Andr's perceptual process? A. Attribution theory B. Social identity theory C. Self-fulfilling prophecy D. Perceptual defense E. Myers-Briggs Type Indicator

Q: George believes that women have difficulty coping with the stress of executive decisions. Sally is promoted into a senior management position and George soon complains that Sally won't be able to cope with this job. George is exhibiting which of the following perceptual errors? A. Attribution error B. Stereotyping C. Projection bias D. Halo error E. Recency error

Q: The process of assigning traits to people based on their membership in an identifiable social category is called: A. the recency effect. B. the halo effect. C. projection bias. D. empathy. E. stereotyping.

Q: Mental models cause us to: A. perceive events as though people are acting on a theatrical stage. B. utilize perceptual grouping to make sense of things. C. believe the behavior of others is caused more by their ability or motivation than the situation. D. perceive ourselves as members of several groups that are different from people in other groups. E. change our personality whenever we develop new mental models.

Q: Mental models are _____ that guide perceptions and behavior. A. stereotypes B. forms of punishment C. self-fulfilling prophecies D. knowledge structures E. action learning practices

Q: _____ is the mostly unconscious process of organizing people and objects into preconceived categories that are stored in our long-term memory. A. Mental model B. Social identification C. Categorical thinking D. Personal identification E. Reinforcement theory

Q: Which of the following occurs most likely due to confirmation bias? A. A company conducts monthly performance reviews to evaluate its employees. B. A customer demands a proof statement from the salesperson. C. A manager believes his actions are correct, though they are highly unpopular. D. A manager considers female workers to be less productive than the male workers. E. A teacher assigns moderate grades to all her students, though there is a vast difference in performance.

Q: Some investors in the stock market become overconfident and ignore evidence that their strategies are more likely to lose money. This can be attributed to _____. A. the primacy effect B. confirmation bias C. the recency effect D. the prophecy effect E. stereotyping

Q: Which of the following is an example of selective attention? A. You notice that two employees are arguing in the company's quiet library. B. You conclude that the person near the cash register is a sales clerk. C. You assume that an employee is lazy because she works in a department with lazy people. D. You watch only a few television channels based on your interests. E. You select a few job applicants through structured interviews.

Q: ________ is the process of filtering information received by our senses. A. Personal identification B. Social learning C. Projection D. Stereotyping E. Selective attention

Q: Generally, the brands placed on the upper shelves of supermarkets receive greater attention than those on the lower shelves. This is an example of _____. A. selective attention B. stereotyping C. halo effect D. behavior modification E. recency effect