Ch. 10

Question 1

_______ ___is the study of actions that affect performance in the workplace.

Answer 1

Organizational behavior

Question 2

___ is the combination of behavioral, mental, and emotional traits that define a person.

Answer 2

Personality

Question 3

___ is the process of selecting, organizing, and interpreting environmental information

Answer 3

Perception

Question 4

____ is the process of determining the reason for someone’s behaviors and whether that behavior is situational or intentional.

Answer 4

Attribution

Question 5

___ are positive or negative evaluations of people, things, and situations.

Answer 5

Attitudes

Question 6

____ ___ refers to employee efforts that go above and beyond the call of duty.

Answer 6

Citizenship behavior

Question 7

The ____ __ is the theory that managers’ attitudes toward and expectations and treatment of employees largely determine their performance.

Answer 7

Pygmalion Effect

Question 8

__ is the ability to influence others’ behavior.

Answer 8

Power

Question 9

___ is the process of gaining and using power.

Answer 9

Politics

Question 10

___ is the process of developing relationships for the purpose of career building and socializing.

Answer 10

Networking

Question 11

_____ involves the mutual exchange of favors and privileges to accomplish objectives.

Answer 11

Reciprocity

Question 12

A ____ is a network of alliances that help achieve an objective.

Answer 12

coalition

Question 13

A ___ exists when people are in disagreement and opposition.

Answer 13

conflict

Question 14

___ ___ exists when disagreement and opposition support the achievement of organizational objectives.

Answer 14

Functional conflict

Question 15

A ___ ___ describes a conflict in terms of behaviors, consequences, and feelings in a way that maintains ownership of the problem.

Answer 15

BCF statement

Question 16

The ___ ____ __ calls for 1. stating the problem, 2. getting the other party to acknowledge the problem, 3. asking for and/or presenting alternative resolutions to the conflict, and 4. coming to an agreement.

Answer 16

conflict resolution model

Question 17

A ____ is a neutral third party who helps resolve a conflict.

Answer 17

mediator

Question 18

An ____ is a neutral third party who resolves the conflict by making a binding decision.

Answer 18

arbitrator

Question 19

What are the Big Five personality dimensions?

Answer 19

Openness
Conscientiousness
Extroversion
Agreeableness
Neuroticism/emotionalism

Question 20

What are 5 biases in perception?

Answer 20

1. Selectivity
2. Frame of reference
3. Stereotyping
4. Expectations
5. The “like me” assumption

Question 21

What are the determinants of job satisfaction? Are they of equal importance to everyone?

Answer 21

Attitudes
Yes, attitudes affect not only ourselves but also those around us.

Question 22

What are the seven types of power?

Answer 22

1. Coercive
2. Connection
3. Reward
4. Legitimate
5. Referent
6. Information
7. Expert

Question 23

Can managers order that power and politics in an organization be abolished? If yes, should they?

Answer 23

No, power and politics are the oxygen for the lungs of the organization.

Question 24

Why should you learn the organizational culture and identify power players where you work?

Answer 24

You need to know the rules and understand them to win the game
Your relationship with managers will determine career advancement and success.

Question 25

How do you know when you are in conflict?

Answer 25

When someone does or says something that bothers you.

Question 26

What is the difference between functional and dysfunctional conflict? How does each affect performance?

Answer 26

Functional conflict: is conflict that helps push the organization towards achieving objectives; the effect is increased performance Dysfunctional conflict: personal conflict that does not push the organization towards achieving objectives; the effect is that it disrupts performance.

Question 27

What does it mean to "maintain ownership" of a problem? (5)

Answer 27

Being collaborative without 1. Judging the behavior as right or wrong 2. Assigning blame 3. Threatening the other person 4. Telling the other person what to do 5. Using absolutes

Question 28

What is the difference between a mediator and an arbitrator?

Answer 28

Mediator: helps to resolve conflict Arbitrator: resolves conflict by making a binding decision