6) What term is used for those emotions that an organization requires workers to show and considers appropriate for a given job? A. Felt emotions B. Required emotions C. Conditional emotions D. Displayed emotions

1. MGT/311 Final Exam Guide
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1) In her work in the publishing industry, Vera seeks out new authors whom she considers
promising. In the past 2 years she has found a number of new writers whose work she thought
was exceptional, and immersed herself in the task of helping them shape their manuscripts for
submission to her managers for publishing. Although she was extremely proud of the results,
none of the authors she worked with were chosen for publication. Vera believes that the
decision not to publish these authors was based on personal rivalries within management,
rather than the quality of her writers' work. She is extremely frustrated, dreads coming into
work each morning, and is seriously thinking of resigning. How can Vera’s job attitude best
be described?
A. Low job satisfaction and low job involvement
B. High job satisfaction and low job involvement
C. Low job satisfaction and high job involvement
D. High job satisfaction and high job involvement
2) Julia works as a receptionist at a real-estate company. Her boss just came in the door and
yelled at her, telling her that the front office was a mess and that she needed to get up and
clean it immediately. After her boss left the room, Julia grabbed three magazines and
violently slammed them into the trash can. Which of the following best describes Julia's
action?
A. An affect
B. A thought
C. A mood
D. An emotion
3) Erin works on a software help desk. After being yelled at by a customer about the state of
her company's software, she becomes angry, and has to take a short break to calm down.
What makes her anger an emotion, rather than a mood?
A. It is a simple, unambiguous feeling.

2. B. It interferes with her capacity to work effectively.
C. It has contextual stimulus.
D. It can be controlled given some time.
4) Any incompatibility between two or more attitudes or between behavior and attitudes
results in what?
A. Organizational dissonance
B. Cognitive dissonance
C. Attitudinal clarification
D. Values clarification
5) What is the degree to which a person identifies with his or her job, actively participates in
it, and considers his or her performance as being important to self-worth?
A. Job satisfaction
B. Job involvement
C. Job stability
D. Organizational commitment
6) What term is used for those emotions that an organization requires workers to show and
considers appropriate for a given job?
A. Felt emotions
B. Required emotions
C. Conditional emotions
D. Displayed emotions
7) Janet needs to assign a very important advertising account to one of her writers. First she
reviewed each writers work load, then she studied the sales data of the products for the last
three campaigns of each writer, then she reviewed each writer's annual review to familiarize
herself with their goals. Finally, she gave the account to Paula, a very creative, efficient
writer who has had high sales results with her last three clients' products. What is Janet's
management style is based on?
A. Organizational behavior studies

3. B. Substantive evidence approach
C. Preconceived notions
D. Systematic study
8) Basing managerial methods on the best available scientific evidence is called what?
A. Systematic study
B. Organizational behavior
C. Evidence-based management
D. Conceptual management
9) The manager at a construction site observes that he is spending a great deal of time
interviewing prospective employees. This is due to the large amount of absenteeism and
turnover among his skilled workers. While questioning exiting employees, he discovers that
many of them quit because they feel the work place is too dangerous. In particular, several
foremen have stated that the need to get the job done quickly is more important than a few
rules, and have gone as far as to mock the courage of workers who question this attitude.
What is the best way for the manager to control the deviant behavior of the foremen?
A. Ordering the foremen to conform with the required safety standards
B. Finding out why the foremen place a greater importance on finishing
the job than on safety
C. Firing the foremen and promoting new foremen from the current pool
of workers
D. Taking over the work of the foreman himself
10) Phil loves sales. He has been a stellar sales person since he was 12. Recently he was
awarded a full paid trip for two to Puerto Rico for breaking a company sales record. Phil is so
motivated to work, he has set a new goal to break his old record in the coming year. Taking
into account self-determination theory, why did the company recognition and award, an
extrinsic reward, motivate Phil?
A. The reward was seen as a coercive method of increasing sales and
motivated Phil to prove himself intrinsically.
B. The reward was imposed to work toward a standard that Phil could not
believe in, and his intrinsic motivation suffered.
C. The reward increased Phil’s sense of competence by providing
feedback that improved his intrinsic motivation.

4. D. The reward increased Phil's sense of competence by providing
feedback that diminished his intrinsic motivation.
11) Tony loves programming. He was on the ground level of the computer revolution. This
year his boss has set personal goals for each of the programmers, one of which includes a
presentation from each programmer about a project. Tony is very annoyed because he has a
tremendous amount of work to do and he will have to spend the weekend, his personal time,
preparing the presentation. Taking into account self-determination theory, why did his
manager’s goals and the presentation reduce Tony's motivation?
A. The internally imposed goal feels coercive, causing Tony's intrinsic
motivation to suffer.
B. The self-imposed goal increases his sense of competence, causing the
intrinsic motivation to suffer.
C. The externally imposed goal is an external reward, causing Tony's
intrinsic motivation to increase.
D. The externally imposed goal feels coercive, causing Tony's intrinsic
motivation to suffer.
12) Glendon has a degree in business and worked for 2 years at an international firm in Spain.
When the firm suffered cutbacks and Glendon returned home, he took a job at a nonprofit
agency mentoring at-risk Spanish-speaking children. Glendon earns a third of what he earned
in the business world, but has decided that his new goal is to acquire a larger case load and
continue to use his Spanish to help people. Which theory explains why Glendon is happy
with a much smaller external reward for his work?
A. Self-imposition of goals
B. nAch
C. Self-concordance
D. Extrinsic motivation
13) Today Marci's boss entered her cubicle and told her that her work has been fantastic, and
that because of her last project the client is going to give the company all of their business.
Marci's boss continued to talk about what a great job she's doing. When her boss left, Marci
felt very confident and satisfied with herself and her job. Marci's boss uses communication in
which of the following functions?
A. Motivation
B. Control
C. Emotional expression

5. D. Information
14) What can managers do to make sure that important information is not withheld from them
through silence?
A. Listen to and support diverse opinions.
B. Deal with information overload.
C. Interpret what they see and call it reality.
D. Tell employees what they want to hear.
15) When Neal Patterson, CEO of Cerner Corporation, sent his seething e-mail to 400
managers, he erred by selecting the wrong
A. channel for his message
B. message
C. distribution
D. emotional charge
16) Araceli is a team member in a large corporation. She never speaks in the team meetings
because she has seen members talk behind each others' backs outside of the meetings.
Members are constantly monitoring the other member's work, looking for a mistake to point
out in a meeting. According to the information provided, which contextual factor is most
likely hindering the success of Araceli's team?
A. Adequate resources
B. Climate of trust
C. Team structure
D. Performance evaluations
17) Ayesha is leading a group to develop a prototype for a new product. She has chosen three
people to work with her. Ben and Tom are good friends and socialize on the weekend. They
are both very creative. Julian is older than Ben and Tom, but they have worked together
before and been quite productive. Julian is organized. Ayesha has never worked with any of
the men, but knows the product well. She brings the highest level of expertise. Which of the
following statements best describes Ayesha's group?
A. High norms, low cohesiveness, high productivity

6. B. Low norms, low cohesiveness, low productivity
C. High norms, high cohesiveness, high productivity
D. Low norms, high cohesiveness, low productivity
18) Irma does not like a few of the standard operating procedures adapted for the new project.
However, she discussed the items with the team and told them that she realized she was in the
minority and that she would adapt the new procedures to maintain smooth operations within
the team. What is this type of intention called?
A. Sacrificing
B. Accommodating
C. Collaborating
D. Compromising
19) Angelina feels that her cubicle neighbor talks too loudly on the phone, but in other ways
she is a great neighbor. Angelina gets annoyed every time her neighbor's phone rings, but she
has decided it is simply not worth the trouble to talk to her neighbor. What is Angelina's
conflict intention called?
A. Avoiding
B. Accommodating
C. Compromising.
D. Collaborating
20) For process conflict to be productive, it must be
A. Kept high
B. Kept low
C. Kept at low to moderate levels
D. Kept at moderate levels
21) The right inherent in a managerial position to give orders and expect orders to be obeyed
is termed
A. chain of command
B. authority

7. C. power
D. unity of command
22) ________ are consistent with recent efforts by companies to reduce costs, cut overhead,
speed up decision making, increase flexibility, get closer to customers, and empower
employees.
A. Wider spans of control
B. Narrower spans of control
C. Matrix structures
D. Simple structures
23) What is the process through which employees are adapted to an organization's culture?
A. Personalization
B. Mentoring
C. Socialization
D. Institutionalization
24) If there is a basic conflict between the individual's expectations and the reality of working
in an organization, the employee is most likely to be disillusioned and quit during which
stage of socialization?
A. Prearrival
B. Ritual
C. Metamorphosis
D. Encounter
25) When your superior offers you a raise if you will perform additional work beyond the
requirements of your job, he or she is exercising ________ power.
A. Legitimate
B. Coercive
C. Reward
D. Personal

8. 26) Political behaviors usually
A. lie outside of an individual’s specified job performance
B. are counter productive to individual goals
C. are seen only in large organizations
D. are frowned upon by organizational leaders
27) Regardless of the composition of a group, managers can leverage diversity to achieve
superior performance by which of the following approaches?
A. Emphasize the higher-level similarities among members.
B. Ensure that everyone knows the importance of diversity in groups.
C. Explain the legal and ethical implications involved of not having a
diverse group.
D. Focus on the benefits of having a diverse group.
28) Effective workforce programs that encourage diversity have three distinct components.
First, they inform managers about the legal framework for equal employment opportunities
and encourage fair treatment. Second, they teach managers how a diverse workforce will be
better able to serve a diverse market of customers and clients. Third, they
A. ensure top-level management represents the diversity of its workforce
and client base
B. ensure that certain groups have not been underutilized
C. generally involve one-shot training sessions that don’t take up an
undue amount of time
D. foster personal development practices that bring out the skills and
abilities of all workers
29) If individuals resisting change are included in making change decisions in an attempt to
gain their support, what is this approach called?
A. Cooptation
B. Exploitation
C. Manipulation
D. Coercion

9. 30) Which tactic to overcome resistance to change is a relatively easy way to gain the support
of adversaries, but may backfire if the targets become aware of the tactic?
A. Conciliation
B. Manipulation
C. Coercion
D. Cooperation