Management 9th Edition By Angelo Kinicki – Test Bank

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

1) Jamal feels flushed and his heart starts to beat faster when he hears his coworkers describe customers as ignorant. This response is his emotional regulation.

Answer: FALSE
Explanation: Emotional regulation is when you pause and reflect, allowing you to react in a less emotional manner. Since Jamal feels flushed and his heart is beating faster, he is experiencing an emotional trigger.
Difficulty: 2 Medium
Topic: Behaviors
Learning Objective: 11-07 Review techniques for enhancing a positive approach and self-management.
Bloom’s: Understand
AACSB: Knowledge Application
Accessibility: Keyboard Navigation

2) Those who have the Type A behavior pattern are involved in a chronic, determined struggle to accomplish more in less time.

Answer: TRUE
Explanation: Those who have the Type A behavior pattern are involved in a chronic, determined struggle to accomplish more in less time. Type A behavior has been associated with increased performance in the work of professors, students, and life insurance brokers. However, it also has been associated with greater cardiovascular activity and higher blood pressure, as well as to heart disease, especially for individuals who showed strong feelings of anger, hostility, and aggression.
Difficulty: 1 Easy
Topic: Behaviors
Learning Objective: 11-06 Discuss the sources of workplace stress and ways to reduce it.
Bloom’s: Remember
AACSB: Knowledge Application
Accessibility: Keyboard Navigation

3) Internals likely would prefer and respond more productively to incentives such as merit pay or sales commissions.

Answer: TRUE
Explanation: Because internals seem to have a greater belief that their actions have a direct effect on the consequences of that action, internals likely would prefer and respond more productively to incentives such as merit pay or sales commissions.
Difficulty: 2 Medium
Topic: Internal Locus of Control
Learning Objective: 11-01 Describe the importance of personality and individual traits in the hiring process.
Bloom’s: Understand
AACSB: Knowledge Application
Accessibility: Keyboard Navigation

4) A smoker who claims that the habit is not as dangerous as antismoking messages suggest, saying “My grandmother smokes and she’s in her 80s,” is attempting to increase cognitive dissonance.

Answer: FALSE
Explanation: All cigarette smokers are repeatedly exposed to information that smoking is hazardous to health. But many smokers dismiss the habit as not being as risky as the antismoking messages suggest in an attempt to reduce (not increase) cognitive dissonance.
Difficulty: 2 Medium
Topic: Cognitive Dissonance
Learning Objective: 11-02 Explain the effects of values and attitudes on employee behavior.
Bloom’s: Understand
AACSB: Knowledge Application
Accessibility: Keyboard Navigation

5) Lynn has hired two new employees for her team, Jacques and Bailey. Jacques is outgoing and physically attractive, while Bailey is very bright but seems quiet and unsure. Lynn immediately expects Jacques to outperform Bailey at the job. Lynn is likely experiencing the halo effect.

Answer: TRUE
Explanation: The halo effect occurs when we form an impression of an individual based on a single trait, such as being attractive. “Employers (wrongly) expect good-looking workers to perform better than their less-attractive counterparts under both visual and oral interaction,” says the research, “even after controlling for individual worker characteristics and worker confidence.” Here, Lynn is experiencing the halo effect.
Difficulty: 2 Medium
Topic: Perception
Learning Objective: 11-03 Describe the way perception can cloud judgement.
Bloom’s: Understand
AACSB: Knowledge Application
Accessibility: Keyboard Navigation

6) At a recent sales meeting, Kyle blamed his poor sales numbers on bad luck, unclear sales targets, and unfair sales territories. Kyle is engaged in self-serving bias.

Answer: TRUE
Explanation: In self-serving bias, people tend to take more personal responsibility for success than for failure.
Difficulty: 2 Medium
Topic: Self-Serving Bias
Learning Objective: 11-03 Describe the way perception can cloud judgement.
Bloom’s: Understand
AACSB: Knowledge Application
Accessibility: Keyboard Navigation

7) An example of a self-fulfilling prophecy is a server who expects some poorly dressed customers to be stingy tippers, who therefore gives them poor service, and so gets the result he expected—a much lower tip than usual.

Answer: TRUE
Explanation: The self-fulfilling prophecy, also known as the Pygmalion effect, describes the phenomenon in which people’s expectations of themselves or others lead them to behave in ways that make those expectations come true. Expectations are important. An example is a server who expects some poorly dressed customers to be stingy tippers, who therefore gives them poor service and so gets the result he or she expected—a much lower tip than usual.
Difficulty: 2 Medium
Topic: Perception
Learning Objective: 11-03 Describe the way perception can cloud judgement.
Bloom’s: Understand
AACSB: Knowledge Application
Accessibility: Keyboard Navigation

8) Investors who are more likely to buy a stock if they see something about it in the news or if it has a high one-day return provide an example of the recency effect.

Answer: TRUE
Explanation: The recency effect is the tendency to remember recent information better than earlier information. Investors who are more likely to buy a stock if they see something about it in the news or if it has a high one-day return provide an example of the recency effect.
Difficulty: 2 Medium
Topic: Perception
Learning Objective: 11-03 Describe the way perception can cloud judgement.
Bloom’s: Understand
AACSB: Knowledge Application
Accessibility: Keyboard Navigation

9) The glass ceiling is a concept that applies to women, but not to minorities.

Answer: FALSE
Explanation: The glass ceiling is the metaphor for an invisible barrier preventing women and minorities from being promoted to top executive jobs.
Difficulty: 1 Easy
Topic: Diversity
Learning Objective: 11-05 Identify trends in workplace diversity that managers should be aware of.
Bloom’s: Remember
AACSB: Knowledge Application
Accessibility: Keyboard Navigation

10) Your supervisor says the company needs you to stay late to meet an important deadline, but your family expects you to be present for your child’s birthday party. You are experiencing role overload.

Answer: FALSE
Explanation: This is role conflict, not role overload. Role conflict occurs when one feels torn by the different expectations of important people in one’s life. Example: Your supervisor says the company needs you to stay late to meet an important deadline, but your family expects you to be present for your child’s birthday party.
Difficulty: 2 Medium
Topic: Behaviors
Learning Objective: 11-06 Discuss the sources of workplace stress and ways to reduce it.
Bloom’s: Understand
AACSB: Knowledge Application
Accessibility: Keyboard Navigation