Chapter 11 Managing Individual Differences and Behaviour: Supervising People as People

1) Workplace stress diminishes all of the following EXCEPT

A) positive emotions.
B) job satisfaction.
C) organizational commitment.
D) job performance.
E) job turnover.

2) ________ consists of stable psychological traits and behavioral attributes that give a person his or her
identity.
A) Character
B) Personality
C) Attitudes
D) Attributions
E) Values

3) Which of the following is NOT one of the Big Five personality dimensions?
A) tolerance for ambiguity
B) extroversion
C) agreeableness
D) conscientiousness
E) emotional stability

4) ________ is the personality dimension that describes how achievement-oriented and persistent a person
is.
A) Emotional stability
B) Locus of control
C) Extroversion
D) Conscientiousness
E) Self-efficacy

5) Odell is frequently nervous, tense, and worried, both at work and at home. He likely scores low on which
of the Big Five personality dimensions?
A) self-monitoring
B) conscientiousness
C) extroversion
D) openness to experience
E) emotional stability

6) Roberto really enjoys mingling at work functions, both to network for new contacts and simply to share
stories with other interesting people. Roberto probably scores high in
A) emotional stability.
B) conscientiousness.
C) agreeableness.
D) extroversion.
E) openness to experience.
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7) Margarita believes that she controls her own destiny. She is a rather shy person who is extremely
dependable and responsible, and her coworkers respect her greatly. Margarita has a(n) ________ locus of
control and would rate high on the ________ dimension of personality.
A) external; extroversion
B) neutral; agreeableness
C) internal; conscientiousness
D) unstable; openness to experience
E) positive; emotional stability

8) Ashish is always coming up with new ideas and seeking funding to explore them. He sees opportunities
in the marketplace and wants to be the first person to come up with new products and services that
customers want. Ashish, a person who is apt to take initiative and persevere to influence the environment,
has a(n) ________ personality.
A) proactive
B) emotionally stable
C) extroverted
D) emotionally intelligent
E) self-efficacious

9) If you have a(n) ________, you believe you control your own destiny.
A) tolerance for ambiguity
B) low level of self-efficacy
C) external locus of control
D) internal locus of control
E) high level of learned helplessness

10) People with ________ exhibit less anxiety, greater motivation, and stronger expectations that effort
leads to performance.
A) high self-efficacy
B) high self-monitoring
C) low self-efficacy
D) an internal locus of control
E) an external locus of control

11) ________ is the extent to which people feel secure and unworried.
A) Self-esteem
B) Openness to experience
C) Self-efficacy
D) Locus of control
E) Emotional stability

12) Boring, tedious jobs generally reduce people's perceptions of their

A) self-esteem.
B) anxiety.
C) tolerance for pain.
D) level of extroversion.
E) self-efficacy.
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13) Justyne supervises several employees who seem to have low self-efficacy. To improve this situation,
she should do all the following EXCEPT
A) serve as a role model and mentor to them.
B) provide guided experiences.
C) avoid rewarding small successes.
D) nurture their self-efficacy.
E) give positive feedback and constructive pointers.

14) ________ is the extent to which people like or dislike themselves.

A) Emotional stability
B) Self-awareness
C) Locus of control
D) Self-efficacy
E) Self-esteem

15) People high in ________ are responsive to others' social and interpersonal cues.
A) self-esteem
B) external locus of control
C) emotional intelligence
D) self-efficacy
E) agreeableness

16) Which emotional intelligence trait tends to be empathetic?

A) social awareness
B) self-awareness
C) self-efficacy
D) self-management
E) relationship management

17) ________ is the ability to control your emotions and act with honesty and integrity in reliable and
adaptable ways.
A) Self-awareness
B) Situational awareness
C) Social awareness
D) Self-management
E) Relationship management

18) The interdisciplinary field of organizational ________ tries to explain and predict workplace behavior to
help managers better lead and motivate others.
A) awareness
B) development
C) culture
D) strategy
E) behavior

19) ________ are abstract ideals that guide one's thinking and behavior across all situations.
A) Ethics
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B) Cultures
C) Perceptions
D) Attitudes
E) Values

20) The three components of ________ are affective, cognitive, and behavioral.
A) values
B) stress
C) job satisfaction
D) personality
E) attitudes

21) The statement "I really don't like that Randall got so angry in that meeting" reflects the ________
component of an attitude.
A) behavioral
B) factual
C) cognitive
D) value
E) affective

22) The statement "I won't give Austin such a tight deadline again" reflects the ________ component of an
attitude.
A) affective
B) decisional
C) cognitive
D) behavioral or intentional
E) factual

23) Because people are uncomfortable with inconsistency between their attitudes and behaviors, they will
seek to reduce
A) group behavior.
B) fundamental attribution.
C) cognitive dissonance.
D) causal attribution.
E) a self-serving bias.

24) Under which of the following circumstances would the desire to reduce cognitive dissonance be
greatest?
A) when the individual has little control
B) when large amounts of money are on the line
C) when the elements seem like an inconsequential ambiguity
D) when there is little emotional investment in the situation
E) when the components of attitude have no inconsistency

25) Which of the following is NOT one of the main ways to reduce cognitive dissonance?
A) Change your attitude.
B) Complete an emotional intelligence assessment.
C) Change your behavior.
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D) Find consonant elements that outweigh the dissonant ones.
E) Belittle the importance of the inconsistent behavior.

26) According to Festinger, how people deal with cognitive dissonance depends on three factors. Which are
the correct three factors?
A) importance, control, and rewards
B) control, bias, and personality
C) personality, decision making, and judgment
D) decision making, situation, and bias
E) situation, self-awareness, and control

27) ________ is the process of interpreting and understanding one's environment.

A) Self-awareness
B) Self-management
C) Perception
D) Self-monitoring
E) Openness to experience

28) Which of the following is NOT a step in the perceptual process?

A) causal attribution
B) retrieval from memory
C) selective attention
D) interpretation and evaluation
E) storing in memory

29) Which of the following is NOT a distortion in perception?

A) causal attribution
B) stereotyping
C) halo effect
D) recency effect
E) cognitive dissonance

30) ________ is the tendency to attribute to an individual the characteristics one believes are typical of the
group to which that individual belongs.
A) Stereotyping
B) Selective perception
C) Self-serving bias
D) Attribution
E) The halo effect

31) Timothy was hiring a new financial analyst, and he had several good candidates. He was leaning toward
hiring Jade, a Japanese American woman, because he thinks Asians are better at math. Timothy is
exhibiting which distortion in perception?
A) racism
B) recency effect
C) stereotyping
D) Pygmalion effect
E) self-serving bias
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32) ________ occurs when we form an impression of an individual based on a single trait.
A) The recency effect
B) A self-fulfilling prophecy
C) Fundamental attribution error
D) Self-serving bias
E) The halo effect

33) ________ is the tendency to remember recent information better than earlier information.
A) Stereotyping
B) Self-serving bias
C) Fundamental attribution bias
D) Selective perception
E) The recency effect

34) ________ is the tendency to attribute another person's behavior to his or her personal characteristics
rather than to the situation the person is in.
A) The halo effect
B) Fundamental attribution bias
C) Self-serving bias
D) Selective perception
E) Stereotyping

35) Because she beat her goal this year by nearly 30 percent, Helena has been telling everyone in the sales
department of her incredible skill as a salesperson. But last year when she didn't even reach her goal, she
said her failure was due to the poor economy. Helena provides an example of
A) the halo effect.
B) a self-fulfilling prophecy.
C) fundamental attribution bias.
D) selective perception error.
E) self-serving bias.

36) A waitress assumes a group of poorly dressed customers to be ungenerous tippers. She doesn't pay
much attention to them during their meal, forgets to bring their drinks, and doesn't ask if they want dessert.
In the end, she gets the result that she expects, a very small tip. This is an example of
A) the halo effect.
B) selective perception error.
C) fundamental attribution bias.
D) self-serving bias.
E) a self-fulfilling prophecy.

37) ________ is the extent to which employees have positive or negative feelings about various aspects of
their work.
A) Job involvement
B) Job satisfaction
C) Organizational commitment
D) Job performance
E) Job enrichment
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38) Alicia really doesn't like her new boss and is not happy with the new tasks she's been assigned and the
long hours she's been working. Still, she truly believes in what the company is trying to accomplish. Alicia
has
A) poor job performance.
B) low job satisfaction.
C) low organizational commitment.
D) poor job enrichment.
E) low job involvement.

39) If a person is satisfied with their job, which of the following may NOT be reduced?
A) workload
B) absenteeism
C) turnover
D) stress
E) tardiness

40) Stark Industries was just rated number one for job satisfaction on a survey compiled by an outside
entity. The report cited that employees at Stark Industries had a strong ________ and reported low levels of
________.
A) job involvement; work–life balance
B) organizational commitment; perceived stress
C) motivation; life satisfaction
D) perceived stress; life satisfaction
E) perceived stress; absenteeism

41) ________ represent(s) all the ways people are unlike and alike.
A) Lifestyle
B) Dimensions
C) Diversity
D) Conditions
E) Background

42) Which of the following is NOT one of the four layers of the diversity wheel?
A) organizational dimensions
B) external dimensions
C) internal dimensions
D) management status
E) personality

43) ________ is at the center of the diversity wheel.

A) Philosophy
B) Philanthropy
C) Perception
D) Personality
E) Psychology

44) Organizational dimensions, the outer layer of the diversity wheel, include all of the following EXCEPT
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A) management status.
B) union affiliation.
C) seniority.
D) work location.
E) ethnicity.

45) Which of the following dimensions is NOT an example of an external or secondary dimension on the
diversity wheel?
A) religion
B) income
C) geographic location
D) seniority
E) personal habits

46) Which of the following dimensions is an example of an organizational dimension on the diversity
wheel?
A) income
B) volunteer experience
C) educational background
D) union affiliation
E) physical abilities

47) Which of the following is a common reason that some women face a glass ceiling?
A) poor goal setting
B) inability to motivate others
C) lack of mentors
D) poor financial performance
E) inability to produce high-quality work

48) The Americans with Disabilities Act requires employers to

A) hire all qualified persons with disabilities who apply.
B) actively solicit job applications from persons with disabilities.
C) hire quotas of qualified persons with disabilities.
D) reasonably accommodate an individual's disability.
E) hire persons with disabilities to qualify for tax breaks.

49) Kwan has a Master's degree in psychology, but he is working at a sunglasses cart in the mall. He is
currently experiencing
A) reverse discrimination.
B) the glass ceiling.
C) attribution.
D) underemployment.
E) overemployment.

50) ________ is the belief that one's native country, culture, language, abilities, or behavior is superior to
those of another culture.
A) Reverse discrimination
B) Stereotyping
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C) An ethical dilemma
D) Ethnocentrism
E) Diversity

51) ________ 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.
A) Apprehension
B) Role conflict
C) Stress
D) Role overload
E) Anxiety

52) While a moderate amount of stress can have some health and behavioral benefits, excess stress can
reveal itself in all of the following ways EXCEPT
A) insomnia.
B) slurred speech.
C) hostility.
D) alcohol abuse.
E) heart attack.

53) ________ is a state of emotional, mental, and even physical exhaustion, expressed as listlessness,
indifference, or frustration.
A) Eustress
B) Distress
C) Burnout
D) Role overload
E) Role ambiguity

54) Jenn switched jobs to one that was within a half mile of her home and she could walk on most days.
After about three months, her new boss announced the company was moving 15 miles outside the city. This
would mean that Jenn would now have an hour and half commute that involved a subway and two busses.
Her stressor would be considered a
A) negative stressor.
B) strong stressor.
C) crises.
D) hassle.
E) positive stressor.

55) To reduce unhealthy stressors in organizations, which of the following would NOT produce favorable
results?
A) provide employee assistance programs
B) recommend a holistic wellness approach
C) make jobs interesting
D) provide close, authoritative supervision
E) make career counseling available

56) Which of the following includes self-efficacy, self-esteem, locus of control, and emotional stability?
A) personality tests
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B) organizational behaviors
C) core self-evaluations
D) managerial attitudes
E) personality dimensions

57) ________ is the debilitating lack of faith in your ability to control your environment.
A) Learned helplessness
B) Self-efficacy
C) Self-esteem
D) Locus of control
E) Emotional stability

58) At what point during development are our values set?

A) early adulthood
B) late teens
C) in college
D) early teens
E) mid-thirties

59) How are values different from attitudes?

A) Values are consistent over time.
B) Values are directed toward specific objects.
C) Values are a learned predisposition toward an object.
D) Values directly influence our behavior.
E) Values have three components.

60) Sylvester is 57 and his company is downsizing. He knows that his position is one that will be cut so he
has started to prepare his résumé to look for a new job. Hunter tells him not to bother, as he will not get
another job, at least not one that is equivalent to his current job. He tells Sylvester that things have changed
since Sylvester went to college and that he couldn't realistically offer too much in the workforce today.
Hunter is demonstrating a(n)
A) causal attribution.
B) age stereotype.
C) recency effect.
D) implicit bias.
E) halo effect.

61) Research has shown that four-year-old African-American boys are suspended and expelled more often
than any other race or gender, regardless of the race of the teacher. The reasons most often given are that
they just can't sit still and control their bodies. This is an example of
A) age stereotype.
B) recency effect.
C) halo effect.
D) casual attribution.
E) implicit bias.

62 Darrell makes many mistakes in the accounting system because he does not understand the language and
has found the manuals confusing. Gerald makes mistakes because he rushes. This is an example of
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A) age stereotype.
B) recency effect.
C) halo effect.
D) casual attribution.
E) implicit bias.

63) On the first day of class, your teacher walked in and told everyone to look to the left and to the right at
the people sitting next to them, because at the end of the semester only one of them would still be in the
class with a passing grade. The teacher stated a
A) self-serving bias.
B) fundamental attribution bias.
C) self-fulfilling prophecy.
D) race/ethnicity stereotype.
E) recency effect.

64) During a managers meeting, Maritza rolled her eyes three times, made a cynical remark, and slammed
her notebook down on the table. How would you describe Maritza?
A) She is a stink bomb thrower.
B) She is an entangler.
C) She is a porcupine.
D) She is a complainer.
E) She is a blamer.

65 David decided to start running each night as soon as work ended before heading home. He has found that
it has helped him to be more attentive to his family when he gets home, and it has made him feel better
about his work day. What is he working on?
A) engaging in emotional regulation
B) channeling his emotions
C) identifying his emotional triggers
D) determining his physiological responses
E) defining his "good attitude" behaviors

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