BUSI 240 Chapter 3 Notes
1- When asked how she would describe herself, Sandi responds, "Being a
mom is the most important thing in the world to me. My kids are everything
to me." This is Sandi's ______.
self-concept
2- Tony lost his job after 28 years with the company, and he is devastated
because he defines himself almost entirely by his work. In terms of selfconcept, Tony has ______.
low complexity
3-Which of the following are characteristics of a person with high
psychological well-being?
Fairly distinct multiple selves that are well established
Multiple selves that are compatible with one another and the person's values
4- Employees with complex identities typically have more adaptive decisionmaking and performance
skills.
5-A recent study showed that 8 out of 10 drivers rated themselves as aboveaverage drivers. This is likely
the result of ______.
self-enhancement
6-An individual's self-beliefs and self-evaluations refer to his or her ______.
self-concept
7-The concept that we want people to see us as we see ourselves is referred
to as ______.
self-verification
8- Which characteristic refers to the degree to which a person’s self-concept
is clear, confidently defined, and stable?
Clarity
9-Self-evaluation is mostly defined by three elements: self-esteem, selfefficacy, and ______.
locus of control
10-Which of the following statements are true about people who are unsure
of their self-views?
They are more easily influenced by others.
They feel more threatened by social forces that undermine their
self-confidence.
They experience more stress when making decisions.
11-Johanna feels good about herself. She believes she is a caring person, a
good mother, and a trustworthy employee. Johanna has high ______.
self-esteem
12-Which of the following traits are common among people who define
themselves mainly by their work?
Low turnover
Better performance
Low absenteeism
13-______ is the natural tendency we have to magnify our positive attributes
and attribute successes to our own capabilities.
Self-enhancement
14-Even though Lucinda has received good performance reviews from her
boss, she is plagued with self-doubt and worries that she doesn't have the
knowledge or experience to do her job well. Lucinda has low ______.
self-efficacy
15-______ occurs when we look for feedback from others that supports the
way that we see ourselves, even if it isn't necessarily flattering.
Self-verification
16______ refers to an individual's belief about whether outcomes are the
result of what they do or are determined by events or forces outside of their
control.
Locus of control
17-The concept of self-evaluation is composed of three elements: selfesteem, locus of control, and
______.
self-efficacy
18-______ identity, or internal self-concept, is derived from an individual's
unique attributes, whereas ______ identity, or external self-concept, results
from association with other people.
Personal; social
19-______ can be described as a person's overall sense of self-worth or
personal value.
Self-esteem
20-University of Iowa alumni Tyler proudly sports a bumper sticker on his car
that reads, "It's great to be a Hawkeye!" His emotional attachment to the
University of Iowa would be an example of ______.
social identity theory
21-The process through which we receive stimuli from the external
environment and organize and interpret them is known as ______.
Perception
22-The "can do" facet of our personality is referred to as ______.
self-efficacy
23-On a busy highway, you suddenly become aware of the flashing lights
and siren of a fire engine behind you. This is an example of ______.
selective attention
24- Jolene believes that "luck happens": she thinks that the outcome of her
life is beyond her control. Jolene has a(n) External locus of control.
25 -A doctor believes that there are more ER admissions when there is a full
moon. She notices when the ER is busy during a full moon but doesn't pay
attention to other nights when the ER is just as crowded. This is an example
of ______.
confirmation bias
26-Laura is very proud of the fact that she is the first person in her family to
earn a college degree. This distinction is part of Laura's ______ identity.
personal
27-As part of the perceptual process, we put people and objects into
preconceived categories that are stored in our long-term memory. This
process is known as ______.
categorical thinking
28-The theory that suggests we define ourselves by the groups to which we
belong or to which we have an emotional attachment is ______ theory.
social identity
29- Which of the following statements is true regarding mental models?
They are internal representations of the external world.
30-______ is the process of receiving information about and making sense of
the world around us.
Perception
31-Lakeisha believes that all men are poor listeners. This is an example of
______.
stereotyping
32-You hear an old song on the radio and suddenly remember where you
were and what you were doing when the song was popular. This is because
your brain attached a(n) ______ to the song.
emotional marker
33-True or false: Social identity is a comparative process that involves
categorizing people into distinct groups.
True
34-Selective thinking in which you tend to notice what is consistent with your
beliefs and ignore what contracts them is referred to as ______.
confirmation bias
35-Alexis assumes that people who live in Utah are Mormons. This is an
example of ______.
homogenization
36-You see a group of young adults standing outside of a church on Sunday
morning and assume that they have just come from Sunday services. This is
an example of ______.
categorical thinking
37-Assigning more favorable characteristics to people in the groups to which
we belong than to people in other groups is referred to as ______.
differentiation
38-Images, representations or ideas of how we perceive and understand the
world around us, are known as ______.
mental models
39-Holding unfounded negative attitudes toward people belonging to a
particularly stereotyped group is referred to as ______.
Prejudice
40-Assigning the perceived attributes of a group to individuals belonging to
that group is referred to as ______.
stereotyping
41- An example of a stereotype threat would be a situation in which a woman
performs worse on a math test because she is sensitized to the generally
false but widely held belief that women perform worse than men in math.
41- Which foundation of stereotyping describes removing a person’s
individuality and, instead,seeing him or her as a prototypical representative
of a particular group?
Categorization
42- Intentional discrimination, or prejudice occurs when people hold
unfounded negative attitudes toward people belonging to a particular
stereotyped group.
43- Our tendency to think that people within a certain group are similar to
one another is referred to as ______.
homogenization
44-The process through which we determine the cause of our behavior and
that of other people is referred to as ______.
the attribution process.
45-Jenna is convinced that the students in her study group are better
organized and more disciplined than other study groups in class. This is an
example of ______.
differentiation
46-Our tendency to attribute our failures to external causes while believing
that our successes are due to internal causes is known as the ______.
self-serving bias
47-George does not want to hire a female candidate for a management
position because he believes women are less effective managers than men.
This is ______.
Prejudice
48-Which of the following describes the fundamental attribution error?
We tend to believe that another person's behavior is due to internal factors
rather than external causes.
49-Which term describes people who are so concerned about a negative
stereotype of the group to which they belong that they end up displaying
that stereotype trait?
Stereotype threat
50-Employers who rely on stereotypes to establish notions of the "ideal"
person for a specific job role would be an example of ______.
unintentional discrimination
51-The ______ occurs when our expectations about another person cause him
or her to act in a way that is consistent with those expectations.
self-fulfilling prophecy
52- The attribution process involves deciding whether an event is caused by
internal factors or by the environment.
53-The self-fulfilling prophecy effect is stronger when ______.
multiple people hold the same expectations of the employee
54-When Alec aced his first test, he was convinced it was because he is smart
and dedicated to his schoolwork. When he failed the second test, he blamed
it on a poorly written test. This is an example of the ______.
self-serving bias
55- True or false: Focusing on positive rather than negative aspects of life has
little impact on organizational success or individual well-being.
False
56-The tendency to attribute the behavior of others based on internal factors,
such as motivation, more than external factors is referred to as ______.
the fundamental attribution error
57- The halo effect occurs when one predominant characteristic of a person
distorts our general impression of him or her.
58- The ______ effect is also called the similar-to-me effect.
false-consensus
59-Which of the following illustrates the first step in the self-fulfilling
prophecy?
The supervisor forms certain expectations about the employee's
performance.
60- Despite the fact that he has performed well for most of the year, an
employee's annual performance review is heavily influenced by his poor
attendance during the past month. This is due to the recency effect.
61-The self-fulfilling prophecy is most likely to occur ______.
at the beginning of a relationship between the supervisor and employee
62-Many human resources managers report that a decision to hire an
individual is made within the first 3 to 5 minutes of an interview. This is
largely the result of the ______ effect.
primacy
63-The philosophy of positive organizational behavior suggests that ______.
focusing on positive rather than negative aspects improves success and
employee well-being
64-Which of the following is a potential problem with diversity awareness
training?
Teaching people to reject incorrect stereotypes has the unintended effect of
reinforcing rather than reducing reliance on those stereotypes.
65-Anne's boss notices how positive and upbeat she is at work every day and
thinks that she is an ideal employee. He fails to notice that she often doesn't
complete her work on time. This is an example of the ______ effect.
halo
66-The implicit association test (IAT) is used to ______.
detect subtle racial, age, and gender biases by associating words with
specific demographic groups
67-The perceptual effect that occurs when people overestimate the extent to
which others share their beliefs is known as the ______.
false-consensus effect
68-The ______ area in the Johari Window refers to information that is known to
you but not to others.
hidden
69-The ______ effect occurs when the most recent information about a person
or event dominates our perceptions.
recency
70- Which of the following is true regarding contact hypothesis?
People who interact with each other will be less prejudiced or perceptually
biased toward each other.
71-The saying that, "You never get a second chance to make a first
impression" is most applicable to the ______ effect.
primacy
72- Understanding and being sensitive to the feelings, thoughts, and
situations of others is known as ______.
empathy
73-Which of the following is used to address discrimination by making people
aware of systemic discrimination and prejudices that occur through
stereotyping?
Diversity training
74- An individual's ability to perceive, know about, and process information
across cultures is referred to as ______.
a global mindset
75- True or false: The Implicit Association Test (IAT) attempts to detect
people's stereotypes and prejudices by associating positive and negative
words with specific demographic groups.
True
76-Which of the following is a model of self-awareness and mutual
understanding that divides information about you into four areas: open,
blind, hidden, and unknown?
Johari Window Model
77-Which of the following statements is true regarding meaningful
interaction?
It is founded on the contact hypothesis.
78-Tyrone is a sympathetic listener and seems to have an innate ability to
understand what the other person is experiencing. Tyrone has a high level of
______.
empathy
79-True or false: A global mindset can be developed only through immersion
in another culture.
False
80-Which of the following is true regarding contact hypothesis?
People who interact with each other will be less prejudiced or perceptually
biased toward each other.
Which of the following BEST describes the difference between emotions and moods?
Emotions are directed toward someone or something; moods are not directed toward
anything in particular.
An individual who is enthusiastic or elated would be experiencing a______ emotion.
high-activation, positive
A(n) ATTITUDE can be defined as what we believe, how we feel, and how we behave toward a
person or an object.
One of the key differences between attitudes and emotions is that attitudes are ______,
whereas emotions are experiences.
judgments
Emotions consist of which of the following types of episodes experienced toward an object, a
person, or an event?
behavioral
physiological
psychological
Jailah has been feeling "down" for weeks now, although she can't seem to put her finger on why
she feels the way she does. Jailah is experiencing a(n) ______.
mood
Because Tessie's father is opposed to labor unions, he plans to vote against political candidates
who have accepted campaign funds from labor unions. Which cognitive component of his
attitude does this represent?
Behavioral intention
All emotions have two dimensions: ______ and ______.
activation; evaluation
True or false: The cognitive model of attitudes proves that we can predict behavior from each
element of an individual's attitude.
False
______ represent the cluster of beliefs, assessed feelings, and behavioral intentions toward a
person, an object, or an event.
Attitudes
Which of the following is the BEST description of emotional markers?
Automatic, non-conscious emotional responses
Which of the following statements BEST describes the difference between attitudes and
emotions?
Attitudes are judgments, whereas emotions are experiences.
Laura's company has started an informal bowling league for employees, and the team with the
highest score each week wins a pizza lunch for the department. This is a way in which the
company can create ______ in the workplace.
positive emotions
Tameka just found out that a prospective customer she's been working on for months has
placed a large order with her company. She thrusts her fist in the air jubilantly and yells "Yes!"
Tameka is experiencing a(n) ______.
emotion
The internal tension we feel when our behavior and attitudes are inconsistent with each other is
referred to as ______.
cognitive dissonance
Established perceptions about a person, an object, or an event are referred to as ______.
beliefs
Two people who dislike their boss often have ______ behavioral intentions related to those
feelings.
different
When you check into a hotel, you notice that the lobby has a stale odor, and your brain sends
signals that then sway your conscious evaluation of the hotel. These signals are known as
______.
Emotional makers
People with positive emotions typically have higher emotional stability and are more ______
than their counterparts who experience negative emotions.
extroverted
Many companies try to generate positive experiences in the workplace because ______.
work conditions have an emotional influence on employee attitudes
Norms that require us to exhibit certain emotions and conceal others are known as ______.
Multiple choice question.
display rules
Janeen is opposed to smoking, but she has been offered a lucrative accounting job with a
tobacco company. She is tempted to take the job but feels hypocritical. Janeen is experiencing
______.
cognitive dissonance
In which of the following countries are people LEAST likely to be encouraged to overtly express
emotions and reveal their thoughts and feelings?
Ethiopia
______ occurs when an employee "puts on a happy face" and displays an outward appearance
that is inconsistent with his or her true feelings about the situation.
Surface acting
Temporarily leaving a work area that makes us feel lethargic is an example of which strategy for
regulating emotions?
Changing the situation
True or false: Both positive and negative emotional traits have an impact on an individual's
attendance and long-term work attitudes.
True
______ is the ability to perceive, express, understand, reason with, and regulate emotion in
oneself and others.
Emotional intelligence
Which of the following is the BEST description of emotional labor?
The effort, planning, and control needed to express organizationally desired emotions during
interpersonal transactions.
With which dimension of emotional intelligence is empathy most closely related?
Awareness of others' emotions
Of the following countries, which discourages emotional expression and expects people to
behave in a more subdued fashion?
Japan
Studies have shown that people with high emotional intelligence exhibit which of the following
characteristics?
They maintain a more positive mindset for creative work.
They are more effective team members.
They make better decisions involving other people.
Modifying your behavior to be consistent with the required emotions in a particular situation
but continuing to hold different internal feelings is known as ______.
surface acting
Job satisfaction includes which of the following elements?
The work environment
Emotional experiences
Perceived job characteristics
Which of the following are main strategies for regulating emotions?
Reframing the situation
Shifting attention
Modifying the situation
A model that is used to organize and understand the consequences of job dissatisfaction is
known as the ______ model.
exit-voice-loyalty-neglect
Which of the following statements concerning job satisfaction and job performance is correct?
There is a moderately positive correlation between job satisfaction and job performance.
Which of the following models proposes that job satisfaction has a positive effect on customer
service, which flows on to shareholder financial returns?
Service profit chain model
In what way is emotional intelligence associated with effective leadership?
Leaders engage in emotional labor by showing patience to employees even when they might
feel frustrated.
In terms of business ethics, which types of business environments do communities expect of
companies?
Safe
Enjoyable
An individual's evaluation of his or her job and work context is referred to as ______.
job satisfaction
Loyalty to your employer would be associated with ______ commitment.
affective
Janay is unhappy with her new boss, but she has been with the company for a long time and has
seen bosses come and go. She plans to just "wait it out" and hopes things will eventually
improve. According to the EVLN model, Janay's response to her job dissatisfaction is ______.
loyalty
Which of the following statements are true regarding job satisfaction and job performance?
Workers with higher job satisfaction tend to be somewhat more productive.
Employees with ______ levels of continuance commitment tend to have ______ performance.
higher; lower
True or false: according to the service profit chair model, customer satisfaction is a natural
outcome of employee satisfaction. True
Organizational ______ refers to how well employees understand the organization's strategic
direction, social dynamics, and physical layout.
Comprehension
In recent years, organizations have become concerned about job satisfaction as a(n) ______
issue that influences their reputation in the community.
Ethical
An adaptive response to a situation that is perceived as challenging or threatening to a person's
well-being is known as Stress
Steve is miserable in his job but chooses to stay only because he can't afford to quit. This is an
example of Continuance commitment.
The type of stress that is considered a necessary part of life because it activates and motivates
people to achieve their goals and succeed in life's challenges is referred to as
Eustress
Bob was unhappy with the way scheduling of shifts was handled at work. He decided to meet
with his boss to express his dissatisfaction and suggest ways that shift scheduling could be
improved. According to the EVLN model, Bob's reaction to job dissatisfaction was Voice.
The concept that people have consistent physiological responses to stressful situations which
helps them to cope is called the: general adaptation syndrome
Employees with high levels of continuance commitment ______.
engage in fewer organizational citizenship behaviors
Positive expectations you have toward another individual in situations involving risk is known as
_____. Trust
The workplace stress consequence marked by emotional exhaustion, cynicism, and reduced
feelings of personal accomplishment is referred to as_______. Job burnouequence marked by emotional
exhaustion, cynicism, and reduced
feelings of personal accomplishment is referred to as_______. Job burnout
Which of the following is the BEST definition of stress?
An adaptive response to a situation perceived to be challenging or threatening
Order the stages of job burnout in the correct sequence, with the first stage listed at the top.
1. Emotional Exhaustion
2. Cynicism (depersonalization)
3. reduced personal accomplishment
______ refers to positive levels of stress that energize people to achieve their goals.
Eustress
An environmental condition that places a physical or emotional demand on an individual is
referred to as a(n) ______
Stressor
What are the three stages of the general adaptation syndrome?
Exhaustion
Resistance
Alarm reaction stage
Organizational constraints include
lack of equipment
insufficient budget funding
inadequate information
Angelina has reached a point of complete emotional and mental exhaustion in her job. She feels
like what she's doing doesn't matter much anymore, and she no longer has any motivation for
her work. This is an example of ______.
job burnout
Repeated hostile or unwanted conduct, verbal comments, actions, or gestures that undermine
an employee's dignity or integrity are known as ______.
psychological harassment
The stage in job burnout in which the individual experiences a lack of energy and weariness is
known as ______.
emotional exhaustion
What is the term that describes the situation in which employees are expected (or believe they
are expected) to complete more work with more effort than they can provide within the
allotted time?
Work overload
A(n) stressor is any environmental condition that places a physical or emotional demand on an
individual.
An employee who lacks the ability to adjust the pace of the workload according to his or her
energy and attention span is said to have ______.
low task control
Organizational constraints are one of the most pervasive causes of workplace stress because
they ______.
are beyond the employee's immediate control
Companies can reduce employees' stress by facilitating greater ______.
work-life balance
Employees with high levels of continuance commitment ______.
engage in fewer organizational citizenship behaviors
Colette's co-worker has a calendar posted on the wall of their shared cubicle that features
naked women. This type of harassment is known as ______.
sexual harassment
_________contributes to work overload because it tethers employees to work for more hours
of the day, making them feel as if they
(YOU CAN CHOSE ANY OPTION HERE) Technology -or- globalization
The degree to which low task control is a workplace stressor increases with the level of ______.
responsibility
The amount of stress that employees experience is related to how they ______.
perceive the stressor
Coping mechanisms for handling workplace stress include ______.
regular exercise and a healthy lifestyle
reframing the stressor in a more positive manner
Ways in which employees can strive to control stress consequences include ______.
EAPs
meditation
physical exercise
Work-life balance initiatives designed to minimize conflict between an employee's work and
non-work demands include ______.
flexible scheduling
telecommuting
job sharing
Tracie is a new customer service representative at FinCorp. One of her colleagues has been
asked to help Tracie walk through steps to handle difficult customers. Which stress management
strategy is FinCorp using to help Tracie?
Providing social support
______ is to permanently or temporarily remove employees from the stressor.
Withdrawing from the stressor
Instead of focusing on the errors she makes in her job, Jovina has been working on celebrating
her small successes and developing action plans for improving in areas where she lacks
experience or knowledge. Which stress management technique is she using?
Changing stress perceptions
A mid-sized dental products company offers wellness programs and meditation classes to help
its employees cope with workplace stress. Which workplace stress management strategy does
this program represent?
Control stress consequences
SOCIAL support occurs when coworkers, supervisors, family members, friends, and others
provide emotional and/or informational support to buffer an individual’s stress experience
