Exam
N ame___________________________________
1)In order to stimulate conflict, a manager might
A) stop networking.
B)assign a superordinate goal.
C) clarify goals.
D) make resources scarcer.
E) ignore controversy.
1)
2)One way to stimulate conflict is to
A) clarify ambiguous jurisdictions.
B)invoke a superordinate goal.
C) make the parties independent of each other.
D) make resources scarce.
E) make lower status individuals dependent on those of higher status.
2)
3)
3)Which of the following events is least likely to happen when conflict begins between
two groups
A) On each side, conciliatory persons who are skilled at conflict resolution emerge as leaders.
B)Informal contact with the opposite party is discouraged.
image
position
of one
is
's own
C) While the opposite party is negatively stereotyped, the
boosted.
D) Each group becomes more cohesive.
E) The parties begin to conceal information from each other.
4)Which of the following is not a distributive negotiation tactic?
A) Verbal persuasion
B)Threats
C) Concessions
D)Promises
E) Enlarging the pie
4)
5)Which of the following are integrative negotiation tactics?
A) Cutting costs
B)Framing diferences as opportunities
C) Copious information exchange
D)Increasing resources
E) A ll of the above
5)
6)
6)Which of the following statements concerning compromise is false?
A) Efective compromises are highly dependent on the bargaining skills and the good will of th
bargainers.
B) Compromise involves each party giving up something with the expectation that it will recei
something in exchange.
C) The goal of compromise is to establish rules of exchange to resolve conflict.
D) Compromise is especially useful for resolving conflicts that stem from power diferences.
E) Compromise is especially useful for resolving conflicts that stem from scarce resources.
1
7)
7)Superordinate goals are
A) goals that are most likely to provoke dysfunctional organizational politics.
B)goals that are used to stimulate conflict.
C) goals that have the highest priority in the organization.
D)goals that can only be achieved through distributive negotiation.
E) goals that can only be achieved by collaboration between conflicting parties.
8)A superordinate goal is a goal that requires
A) accommodation
B)conflict
C) com petition
D)compromise
E)collaboration
8)
9)In the labour dispute, a third party was assigned to decide on the wage rate the9)company would
have to pay the union. In this case, we can be fairly certain that
A) an arbitrator was assigned because integrative negotiation failed.
B)an arbitrator was assigned because distributive negotiation failed.
C) the appointment of a mediator has been mandated by law.
D)a mediator was assigned because distributive negotiation failed.
E) a mediator was assigned because integrative negotiation failed.
10)
10)By definition, which event occurs first?
A) A nxiet y
B)Burnout
C) Stress reaction
D)Stressor
E)Stress
11)Environmental events or conditions that have the potential to induce stress are11)
called
A) stress reactions.
B)stressors.
C) anxiety episodes.
D) defence mechanisms.
E) burnout.
12)The three stages of a stress episode are, in order,
A) frustration, stress, conflict.
B)stress reactions, stressor, stress.
C) stress, anxiety, conflict.
D)stressor, stress, stress reactions.
E)stress, stressor, stress reactions.
12)
an
's ________ often determines the extent to which a potential stressor becomes
13)
13)A n individual
actual stressor.
A) stress reaction
B)reaction formation
C) p ersonality
D)frustration quotient
E) anxiety reduction factor
2
14)Which stress reaction has the best potential to permanently terminate a stress 14)
episode?
A) Problem solving
B)Rationaliz ation
C) D isplacement
D) Temporary withdrawal
E) Projection
15)for which of th
15)Professionals are most likely to experience stress from job insecurity and change
following reasons?
A) The boundary roles they occupy tend to be insecure positions.
B)They tend to be overqualified or too specialized to easily obtain jobs in related industries
should social or economic forces change.
C) They face the constant threat of automation.
D)Increasing pressures for corporate performance have led to the recruitment of many
professionals in recent years.
E) The great amount of authority they possess in the organization may make them the targets
much hostility.
job or the methods of performing it are unclear to an employee,
's one
16) ________
16)When the goals of
exists.
A) job insecurity
B)role overload
C) a boundary role
D)role conflict
E) role ambiguity
17)Burnout seems especially likely to occur to
A) those who experience excessive role ambiguity.
B)those who experience role overload.
C) people who make excessive use of defense mechanisms.
D)those with Type B personalities.
E) people who occupy organizational boundary roles.
17)
18)
18)Compared with people having Type B personalities, people with Type A personalities
A) are less efective in situations requiring persistence, endurance or speed.
B)exhibit more job dissatisfaction.
C) are more relaxed and easy going.
D)are less prone to coronary heart disease.
E) achieve higher occupational success.
19)
19)Jack has so much work to do that'the
even
doesn
know where to begin. We can be
Jack
sure that
A) is encountering role overload.
B)is experiencing burnout.
C) is experiencing role ambiguity.
D) is a boundary role occupant.
E) is a Type A personality.
3
20)
20)Role overload is a potential example of
A) a stress reaction.
B)role ambiguity.
C) stress.
D)a stressor.
E) burnout.
21) Both occupy
21)A ngela is a vice- president of public relations while Peter is a telephone installer.
A) professional roles.
B)operative roles.
C) conflicting roles.
D)ambiguous roles.
E) boundary roles.
to experience
22)
22)People who occupy boundary role positions in organizations are especially likely
stress because
A) their roles lead to increased work- family conflict.
B)their roles tend to be boring and unchallenging.
C) their roles as organizational members may be incompatible with the demands made by the
public or other organizations.
D)they are inherently unable to deal with the causes of their anxiety.
E) they tend to work longer hours under poor physical conditions.
sales
had23)
been a flop
23)It was clear to everybody that the advertising campaign designed by Edwin
had fallen rather than risen. A lthough under considerable stress and embarrassed, Edwin put u
false front, smiling and speaking positively about the campaign. What defense mechanism was
exhibiting?
A) Reaction formation
B) Compensation
C) D isplacement
D)Projection
E) Rationaliz ation
24)
24)Which of the following statements concerning defence mechanisms is false?
A) When the use of defense mechanisms becomes a chronic reaction to stress, individuals may
not be able to accurately assess the true reason for their anxiety.
B) Defence mechanisms actually confront the stressor directly.
C) Stress might increase with the knowledge that a defense mechanism has been inefective.
D)Individuals who do not use defense mechanisms may be incapacitated by anxiety and resor
to dysfunctional withdrawal or addiction.
E) Used occasionally to temporarily reduce anxiety, they appear to be a useful reaction.
25)she works. To
25)Tanya is a nurse who has been stealing medical supplies from the hospital where
cope with the stress provoked by her guilt, she tells herself that "all the nurses steal supplies."
fact, they don
't. Tanya is exhibiting
A) compensation.
B)reaction formation.
C) p rojection.
D)rat ionalization
E) displacement.
4
's first job was as an air trafc controller, a position she found very stressful.
26)Realizing that
26)D iana
this wasn
't for her, she found another job as a management trainee and resigned from her air traf
controller position. H er reaction to stress was one of
A) rationali zation.
B)displacement.
C) problem solving.
D)time management.
E) reaction formation.
patch. H is reac
27)A fter A lex was fired from his job he went home and ripped up his small tomato27)
to stress was one of
A) p rojection.
B)rationali zation.
C) displacement.
D) problem solving.
E) reaction formation.
28)The most studied physiological reaction to stress is
A) cigarette use.
B)drug abuse.
C) cardiovascular risk.
D) kidney disease.
E) drin king.
28)
29)Which of the following is not a core characteristic of burnout?
A) Emotional exhaustion
B)Feeling fatigued and frustrated
C) D epersonalization
D) Low personal accomplishment
E)Severe memory loss
29)
30)According to the text, which is the most likely order of burnout stages?
A) Emotional exhaustion
Depersonalization
Reduced accomplishment
B) D epersonalization
Emotional exhaustion
Reduced accomplishment
C) Reduced accomplishment
Depersonalization
Emotional exhaustion
D) Emotional exhaustion
Reduced accomplishment
Depersonalization
E) D epersonalization
Reduced accomplishment
Emotional exhaustion
30)
31)
31)Which aspect of the Type A behaviour pattern is most responsible for adverse physiological
reactions that lead to heart disease?
A) Persistence
B) Work involvement
C) H ostility
D)Im patience
E) Com petitiveness
5
32)In everyday language, role overload refers to
A) a boundary role.
B)too much work.
C) competing role demands.
D)ambiguous role demands.
E) lack of authority.
32)
practice. To ma
's self- esteem was threatened when she lost several court cases in her law
33)
33)C larise
up for this stressful reality, she concentrated on becoming a competitive amateur sailing champ
Which defense does this illustrate?
A) Compensation
B)Rationaliz ation
C) Projection
D)Reaction formation
E) D isplacement
34)
34)In the realm of job burnout, depersonalization means
A) taking an administrative job where 't
one
have
doesn
to deal with clients.
B)that the individual experiencing burnout lacks social support.
C) ignoring one
's own needs for the sake of client welfare.
D)treating clients like objects.
E) that the individual experiencing burnout feels like a machine instead of a person.
35)Extreme hostility and cynicism are the physiologically risky components of
A) approach - avoidance conflict.
B)rationali zation.
C) Type A behaviour.
D) locus of control.
E) burnout.
35)
36)Burnout is a form of stress particularly associated with
A) Type B behaviour.
B)boundary role occupancy.
C) Type A behaviour.
D) working in isolation from others.
E) poor job design.
36)
In respo
37)
37)A lexis, a writer, experienced much stress when she could not get her novel published.
she resolved to become a superior literature teacher. Which defense mechanism is at work here
A) D isplacement
B)Reaction formation
C) Rationaliz ation
D) Compensation
E) Projection
38)
38)Which of the following statements about social support and stress is least accurate?
A) Social support helps people cope with stress when it is encountered.
B)co- workers and superiors are good sources of support for dealing with work stress.
C) Social support improves physical and psychological well- being.
D) The family is the best source of social support for dealing with work stress.
E)Social support refers to having close ties with other people.
6
39)
39)The Type A behaviour pattern is a good example of how
A) all humans respond very similarly to stressors.
B)strong defence mechanisms can reduce the physiological reactions to stress.
C) personality is involved in stress.
D) people can cope efectively with stress.
E) job dissatisfaction and poor performance are caused by stress.
40)Which job demand pattern seems to produce the most stress and heart disease40)
risk?
A) High demand, low control
B)Low demand, low control
C) Low demand, high control
D) Moderate demand, high control
E) High demand, high control
41)Which of the following is targeted directly at the stressor itself?
A) Work/life programs
B) Defence mechanisms
C) Problem solving
D)Physiological reactions
E)Social support
41)
Bobthe
responds
'm not
42) "I
42)Bob's boss criticizes him for turning in a report late. The stressed-out
only one. Everyone else around here turns in late reports too." This is probably an example of
A) compensation.
B)reaction formation.
C) displacement.
D) p rojection.
E) rationali zation.
43) the Type B.
43)________ are the key factors that make the Type A more prone to heart disease than
A) Job involvement and work overload
B)Endurance and persistence
C) Time urgency and strict deadlines
D)Repressed anger and hostility
E) Impatience and competitiveness
44)The book suggests that conflict can promote organizational survival by
A) creating stress which triggers individual defence mechanisms.
B)removing poor performers.
C) provoking change and adaptation.
D)creating a strong organizational culture.
E)signaling the organization
's strength to outside parties.
44)
45)disease?
45)Which job characteristics are most highly associated with increased risk for heart
A) Those that are typical of enriched jobs.
B)Those that are typical of executive and managerial jobs.
C) Those that involve boundary roles.
D) Heavy work demands coupled with little decision authority.
E) The job characteristics sought by those with Type A personalities.
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46)
46)What seems to be a key factor that is associated with the occurrence of burnout?
A) Dealing with distressed clients
B)Being overqualified educationally and stuck in a dead - end job
C) Job insecurity
D)Poor job design
E) Role overload
47)
47)Which of the following best depicts the connection between conflict and survival?
A) Change Conflict Survival A daptation
B) C onflict Change Survival A daptation
C) Change Conflict A daptationSurvival
D) C onflict Change A daptationSurvival
E)Sur vi val Conflict Change A daptation
48)A strategy of increasing conflict in order to motivate change is called
A) conflict management.
B)conflict strategy.
C) conflict situation.
D)conflict adaptation.
E)conflict stimulation.
48)
49)Introducing a superordinate goal is an example of
A) mediation.
B)third party involvement.
C) distributive negotiation tactics.
D)arbitration.
E) integrative negotiation tactics.
49)
50)
50)In conventional arbitration,
A) each party makes a final ofer.
B)the parties choose the outcome together and then present it to the arbitrator.
C) the arbitrator can choose any outcome.
D)each party meets separately with the arbitrator to choose an outcome.
E) the arbitrator and parties choose an outcome together.
51)
51)In final ofer arbitration,
A) each party makes a final ofer, and the arbitrator chooses one of them.
B)the arbitrator meets with each party and then makes a final ofer.
C) the arbitrator can choose any outcome on his/her own and it is final.
D)each party decides on a final ofer together and then presents it to the arbitrator.
E) the arbitrator makes a final ofer to each party and they can accept or reject it.
52) is
52)One of the most commonly arbitrated disputes between employers and employees
A) dismissal for excessive absenteeism.
B)dismissal for theft.
C) dismissal for conflict.
D) dismissal for tardiness.
E) dismissal for excessive lateness.
8
53)Which of the following is a critical factor associated with intergroup bias?
A) Type A behaviour.
B) Negative afectivity.
C) Self - esteem.
D) Type B behaviour.
E) Locus of control.
53)
54)What is a process conflict?
A) disagreements about how the organization should function.
B) Disagreements about the relationships among group members.
C) Disagreements about conflict should be managed.
D) Disagreements about the nature of work to be done.
E) Disagreements about how work should be organized and accomplished.
54)
55)Disagreements about the nature of the work to be done are called
A) organization conflicts.
B) work conflicts.
C) process conflicts.
D)task conflicts.
E) relationship conflicts.
55)
over who
56)
56)After a few days on a new job, you find yourself arguing with members of your group
has authority and responsibility and who should do what. What is this an example of?
A) A process conflict.
B)Intergroup bias.
C) A task conflict.
D) A relationship conflict.
E) Conflict dynamics.
57)Diferent approaches to managing conflict are a function of
A) assertiveness and aggressiveness.
B)assertiveness and communication.
C) aggressiveness and communication.
D)assertiveness and cooperativeness.
E) aggressiveness and cooperativeness.
57)
of oneand low 58)
's own interests
58)A conflict management style characterized by low assertiveness
cooperation with the other party is called
A) accommodating.
B)compromise.
C) avoiding.
D)collaborating.
E)com peting.
not asserting o
's 59)
59)A conflict management style in which one cooperates with the other party, while
own interests is called
A) compromise.
B)com peting.
C) avoiding.
D)accommodating.
E)collaborating.
9
and cooperatio
60)
60)A conflict management style that combines intermediate levels of assertiveness
cal led
A) com peting.
B)collaborating.
C) compromise.
D)accommodating.
E) avoiding.
61)
61)A conflict management style that maximizes assertiveness and minimizes cooperation
is called
A) avoiding.
B)accommodating.
C) collaborating.
D)compromise.
E)com peting.
62)
62)A conflict management style that maximizes both assertiveness and cooperation
is called
A) compromise.
B)collaborating.
C) com peting.
D)avoiding.
E) accommodating.
63)Distributive negotiation occurs on the axis between
A) competition and collaboration.
B)competition and avoiding.
C) competition and accommodation.
D)collaboration and accommodation.
E)collaboration and compromise.
63)
64)Integrative negotiation occurs on the axis between
A) avoiding and competing.
B)avoiding and accommodating.
C) competition and accommodating.
D)avoiding and compromise.
E) avoiding and collaborating.
64)
65)Which of the following is a manifestation of interpersonal conflict?
A) sexual harassment
B) work- family conflict
C) role ambiguity
D)bu ll ying
E) burnout
65)
power or statu
66)
66)A repeated negative behaviour directed toward one or more individuals of lower
that creates a hostile work environment is known as
A) stressor
B)v iolence
C) bu ll ying
D)burnout
E)sexual harassment
10
coworkers
that Larry
have67)
67)WhenJerome asked Larry about his new job he was surprised to'slearn
been teasing him and sabotaging his tools and equipment. What is this an example of?
A) interpersonal conflict
B)avoiding
C) bu ll ying
D)sexual harassment
E) relationship conflict
68)An essential feature of bullying is
A) its persistence
B)its demeaning
C) its harshness
D) its harmfulness
E) its hostility
68)
69)Which of the following is an example of bullying?
A) One of Martin
's co- workers stole his lunch and nobody would admit to it
B) One of Martin
's co- workers punched him in the face
C) M artin
's boss was upset about a mistake he made and called him an idiot
D) M artin
's co- workers are always teaching and criticising him
E) Martin arrived at work one day to find that his tools were missing
69)
employee, it is
70)
70)When a group of individuals, usually direct coworkers, "gang up" on a particular
cal led
A) interpersonal conflict
B)relationship conflict
C) mobbing
D)conflict stimulation
E)sexual harassment
71)Which of the following are examples of hindrance stressors?
A) responsibility and interpersonal conflict
B)role ambiguity and interpersonal conflict
C) heavy workload and interpersonal conflict
D) heavy workload and responsibility
E) heavy workload and role ambiguity
71)
72)Which of the following are examples of challenge stressors?
A) responsibility and interpersonal conflict
B)heavy workload and responsibility
C) heavy workload and interpersonal conflict
D)role ambiguity and interpersonal conflict
E) heavy workload and role ambiguity
72)
11
73)Which of the following represents the relationship between the type of stressor73)
and performanc
A) hindrance and challenge stressors can damage but not stimulate performance
B)hindrance and challenge stressors can damage performance but only challenge stressors ca
stimulate performance
C) hindrance and challenge stressors can damage and stimulate performance
D) hindrance and challenge stressors can damage performance but only hindrance stressors ca
stimulate performance
E) hindrance stressors can damage performance and challenge stressors stimulate performan
74)was reported
74)According to a study conducted by the A merican Psychological Association, work
be a potent source of stress, edging out ________ and ________.
A) health; finances
B)health; relationships
C) finances; changing jobs
D) health; changing jobs
E) finances; death of a loved one
of burn
75)
75)The textbook states that organizations should be striving to foster exactly the opposite
w hich is extreme ________.
A) goal setting
B)l aissez - fa ire
C) engagement
D) loy alty
E) none of the above
, the work environment can be described in
terms
76)
76)According to the
of demands and resources. Which of the following features would not be considered a job dema
A) organizational
B)psychological
C) social
D) p hysical
E) academic
, the work environment can be described in
terms
77)
77)According to the
of demands and resources. Which of the following examples would not qualify as job demands?
A) time pressure
B)job application education requirements
C) role ambiguity
D)role conflict
E) work overload
78)A ll of the following are examples of job resources except ________.
A) performance feedback
B)career advancement opportunities
C) skill training
D)role ambiguity
E)com pensation
12
78)
ware like bras
79)
79)Wayne just started a new job for a company that distributes swimming pool hard
drain filters, pumps, and flexible heating coils for pool heaters. The warehouse is filled with
approximately 400'sSK
or Uindividual products. Wayne has been told that he is responsible for the
being the final "approver" for all orders before they get loaded on to the truck and sent to the
customer. A t the same time, his supervisor has asked him to try to manage the labour costs in
warehouse for himself and the dozen or so other employees in that area. In the middle of doubl
checking a large and very complicated order, Wayne was asked to meet with the warehouse
manager, as well as a handful of other managers from the company to discuss customer service
challenges. He is experiencing quite a bit of stress and he is worried it is going to get worse as
role ambiguity he is facing gets more confusing. The stressors Wayne is experiencing are comin
from the intense ________.
A) work ambivalence
B)job demands
C) work engagement
D)job resources
E) none of the above
80) to the dem
80)People high in negative afectivity are particularly likely to feel stressed in response
of
A) poor job design
B)a heavy workload
C) interpersonal conflict
D) poor physical working conditions
E) work- family conflict
81)can alleviate
81)There is growing evidence that providing more ________ in how service is delivered
stress and burnout.
A) feedback
B)su p port
C) resources
D) autonomy
E) ti me
82)
82)How can personality influence the stress experience?
A) it can afect the extent to which stressors are perceived as stressful
B)it can afect the extent to which stress reactions are efective
C) it can afect the extent to which stressors are perceived as stressful and the extent to whic
stress reactions are efective
D) it can afect the types of stress reactions that occur
E) it can afect the extent to which stressors are perceived as stressful and the types of stress
reactions that occur
83)Most formal job redesign eforts have involved enriching
A) executive jobs
B)all types of jobs
C) boundary role positions
D) managerial jobs
E) operative- level jobs
83)
84)Stress reactions can be
A) emotional, behavioural, and physiological
B)behavioural, psychological, and physiological
C) emotional, cognitive, and behavioural
D)cognitive, psychological, and behavioural
E)cognitive, psychological, and physiological
84)
13
and how
85)
85)Taren has a new job and she never stops complaining about the demanding workload
stressed she feels about it. What kind of personality does Taren have?
A) external locus of control
B)internal locus of control
C) high negative afectivity
D) low self- esteem
E) Type A behaviour pattern
86) and stress?
86)Which of the following is most accurate about the relationship between personality
A) People low in negative afectivity feel stressed in response to the demands of a heavy
w orkload
B)People high in negative afectivity report more objective but less subjective stress
C) externals are more likely to confront stressors directly
D) internals are more likely to feel anxious in the fact of potential stressors
E) People high in negative afectivity report more stressors in the work environment
87)
87)Competition is an example of conflict.
88)Stressors are the behavioural, psychological, and physiological consequences of88)
stress.
89)
89)Type A personalities tend to achieve better occupational success than Type B personalities.
90)Role overload is an example of a stress reaction.
90)
91)A computer programmer probably occupies a boundary role.
91)
92)directly attack
92)Defence mechanisms provide efective short- term stress reduction because they
source of stress.
93)Type A personalities experience less job satisfaction than Type B personalities. 93)
94)People have remarkably similar levels of toleration for stress.
94)
95) organization
95)Professionals may experience stress because their profession and their employing
make incompatible demands.
96)Many burnout- prone jobs involve the performance of a boundary role.
96)
97)Role overload is often a source of stress for executives.
97)
prompt heart
98)Jobs with heavy workloads and considerable decision- making authority seem to98)
d isease.
99)
99)Working with clients who have severe emotional or physical problems is a prime
cause of burno
100)Burnout is an example of a stressor.
100)
14
101)The key component of Type A behaviour that contributes to physiological problems
101)is hostility a
repressed anger.
102)Careful time management to deal with stress is an example of using a defence mechanism.
102)
103)Research shows that dentistry is a fairly stressful occupation.
103)
to
104)A mbition and competitiveness are the key aspects of Type A behaviour that contribute
104)
physiological problems.
105)Conflict stimulation can promote organizational efectiveness.
105)
better than thos
106)People with strong social networks experience less stress and cope with stress 106)
with weaker social networks.
in spite of inne
107)In trying to cope with a stressful situation at work, Chad smiles and acts relaxed
107)
tension. This an example of reaction formation.
exhaustion, an
108)The text defines stress as a syndrome that includes depersonalization, emotional
108)
perceptions of low accomplishment.
109)Too much work is a good example of role overload.
109)
fitness i
110)North American organizations have consistently failed to recognize the role of physical
110)
stress reduction and coping.
one job would be an example of withdrawal,111)
a
's stressful
111)As discussed in the text, quitting
behavioural reaction to stress.
112)Defence mechanisms are targeted at anxiety reduction rather than the source of
112)
stress.
113)The individual who uses the most defence mechanisms against stress is exhibiting
113)the best patt
of coping with stress.
decided to beco
114)The writer who could not get his novels published experienced much stress. He114)
a superb teacher of literature to reduce his stress. This is an example of displacement.
115)Conflict is especially likely when those of low status are dependent upon those 115)
of high status.
116)A ready supply of resources is especially likely to prompt conflict among organizational
116)
subunit
117)Superordinate goals require collaboration for their achievement.
117)
pie is divided
118)Distributive negotiation assumes a zero- sum, win- lose situation in which a fixed
118)
between the parties.
win situation
119)Distributive negotiation assumes that mutual problem solving can result in a win119)
w hich the pie is actually enlarged before distribution.
15
120)Distributive and integrative negotiations can take place simultaneously.
120)
121)Integrative negotiation is essentially single- issue negotiation.
121)
122)Bullying always involves physical aggression.
122)
123)Bullying is most commonly a subtle form of psychological aggression and intimidation.
123)
124)A n essential feature of bullying is its harshness.
124)
125)A single harsh incident is a good example of bullying.
125)
126)Managers have often been identified as bullies by subordinates.
126)
127)Mobbing is a form of interpersonal conflict.
127)
128)Similar factors provoke stress and lead to similar reactions around the globe.
128)
129)The stress model presented in the text is only relevant in certain cultures.
129)
130)Men and women are equally victimized by stress due to work- family conflict.
130)
131)Stress but not stressors frequently cause reduce job performance.
131)
132)H indrance stressors directly damage goal attainment.
132)
133)H indrance stressors can sometimes stimulate performance via added motivation.
133)
134)H indrance stressors can damage and stimulate performance.
134)
135)Role ambiguity is an example of an hindrance stressor.
135)
136)Heavy workload is an example of an hindrance stressor.
136)
137)Personality can afect the extent to which stress reactions are efective.
137)
138)Most formal job redesign eforts have involved enriching executive and managerial
138)positions to
make them more stimulating and challenging.
139)Especially for operative- level jobs, there is growing evidence that more autonomy
139)can alleviate
stress and burnout.
140)Externals are more prone to simple anxiety - reduction strategies that only work
140)
in the short ru
141)People high in negative afectivity are particularly likely to feel stressed in response
141) to the dem
of poor job design.
16
physiological
142)
142)The key factor in the Type A behaviour pattern that contributes to adverse
reactions is ________.
143) is likely to
143)When too many tasks must be performed in too short of a time period ________
occur.
store and the
144)Terry is a sales clerk who serves as an interface between her department144)
buying public. As such she holds a(n) ________ role position.
emotionally exhausted,
I donabout the patients,
not I
'm "I
't care
'm and
145)
145)The nurse said
accomplishing anything." The nurse appears to be sufering from the form of stress called
________.
146)are ________.
146)Conditions or environmental events that have the potential to induce stress
147)
147)Poor physical working conditions are most likely to be a stressor for ________
employees.
148) ________
148)Burnout is a common stress reaction among people who occupy organizational
roles.
149)Stanley used
149)Stanley accused his secretary of being lazy, even though it is he who is lazy.
the defence mechanism of ________.
be the best
150)
150)A lthough Sylvester was terrible in the finance department he resolved to
personnel manager in the history of the firm. This illustrates the defence mechanism of
________.
subordinate.
151)
151)Susan was angry at her boss but afraid he would fire her. She yelled at her
This illustrates the defence mechanism of ________.
the role of
152)
152)The ability to rely on others can serve as a bufer against stress. This illustrates
________ in coping with stress.
153) to stress.
153)Delegation, time management, and asking for help illustrate ________ reactions
154) personnel.
154)Role overload and heavy responsibility can be particular stressors for ________
competitive,
155)
155)People who exhibit the ________ tend to be aggressive, ambitious, impatient,
and preoccupied with their work.
of stress labeled
156)
156)Police ofcers, nurses, and social workers are especially prone to the form
________.
he went
157)
157)Timothy was very scared that he would be laid of due to the recession, but
around the ofce acting happy and relaxed. This "false front" is an example of ________.
17
158)________ exists when assertiveness and cooperativeness are both high.
158)
attractive
159)Paula resolved the conflict between her employees by giving them a very159)
assignment that neither could accomplish on his own. Paula used a(n) ________ to resolve
the conflict.
management is
160)
160)When cooperativeness is low and assertiveness is high the mode of conflict
________.
management is
161)
161)When cooperativeness is high and assertiveness is low the mode of conflict
________.
162)A mbiguous jurisdictions and scarce resources cause ________.
162)
lower power or
163)Repeated negative behaviour directed toward one or more individuals of 163)
status that creates a hostile work environment is known as ________.
164)work was
164)According to a study conducted by the A merican Psychological Association,
reported to be a potent source of stress, edging out ________ and ________.
the opposite of
165)
165)The textbook states that organizations should be striving to foster exactly
burnout
- which is extreme ________.
166) work goals,
166)________ refer to features of a job that are functional in that they help achieve
reduce job demands, and stimulate personal growth.
167) social
167)________ can take many forms such as incessant teasing, demeaning criticism,
isolation, or sabotaging' tools
others
and equipment.
168)A n essential feature of bullying is its ________.
168)
169)
169)________ occurs when a number of coworkers "gang up" on a particular employee.
to deal
170)
170)Victims of bullying and mobbing experience ________ because they feel powerless
with the perpetrator(s).
171)________ stressors directly damage goal attainment.
171)
it via added
172)
172)________ stressors can damage performance, but they sometimes stimulate
moti vation.
autonomy in
173)Especially for ________ jobs, there is growing evidence that providing more173)
how ________ is delivered can alleviate stress and burnout.
as stressful and
174)
174)Personality can afect the extent to which potential stressors are perceived
the types of ________ that occur.
18
175) them more
175)Most formal job redesign eforts have involved enriching ________ jobs to make
stimulating and challenging.
in response to the
176)People high in negative afectivity are particularly likely to feel stressed 176)
demands of a ________.
177)What are the main causes of organizational conflict?
178)What are the five modes or styles of managing conflict? Give an example which illustrates the re
between assertiveness and cooperativeness for each mode.
179)What is the diference between distributive and integrative negotiation? Discuss the main tactic
180)Suzie Desouza, the Manager of Industrial Relations at Zeta Manufacturing, has just been inform
union representing the assembly workers has rejected
management
ofer and has issued a strike notice
's latest
Suzie is very angry at both her superiors and the union representatives for their intransigence o
negotiation issues, but she tries to keep her cool as she prepares for yet another marathon barg
She is concerned that the strike will lead to layofs in other areas of the company, and she worr
individuals who will be adversely afected if the next round of negotiations fail. She has been to
try to avoid a strike at all costs; yet her boss was the one who recommended
countering the un
's previous
ofer with the current failed ofer. Based on the pace of negotiations to date, she predicts that e
round- the- clock negotiations will not result in a settlement soon enough to avert the strike. As
desk, she glances at the pictures of her two children who she has hardly seen since negotiation
month. She also notices that the in- basket of her mail tray is overflowing and she has nearly 10
email messages
half of them marked " URGE N T". As she pops another pill for her high blood pres
problem, she sighs, "Where do I start?" A'snalyze
situation
Suzie
in terms of stressors, stress, and stress rea
181)According to the job demands-job control model, what types of jobs are prone to increased risk
Give some examples.
182)Describe some common defence mechanisms and give an example of each.
183)Discuss several strategies for reducing or coping with stress.
184)George Walters works in the accounting department at Kapster Enterprises. Recently, the depa
introduced a new computer system and adopted new documenting procedures which have had a
impact on George
's job. As a result, George is feeling a bit "stressed- out" and needs to talk to some
social support network. Should he talk toJudy;
a) his
b)wife
his co- worker Bill; or c) his old high school bud
Mike who is a bartender? Explain your rationale.
185)Describe burnout its stages.
186)Describe the link between Negative A fectivity and stress and the factors responsible for it.
187)Discuss the role of personality on the experience of stress and three personality traits associate
188)What is bullying and what factors distinguish it as a stress- inducing form of conflict?
19
189)Discuss the relationship between stressors and job performance and give examples of hindranc
stressors.
190)Carl has a good friend who seems to be reacting badly to the stress of his new job. You are star
about the toll it is taking on him and realize that he would be better of he used problem solving
cope with his stress. You have arranged to meet him for lunch and to propose this to him. What
him about problem solving and what examples of problem solving can you suggest he consider
191)What are job resources? Explain the term and describe the four areas or categories of job resou
in organizations. Please provide and example of each of the four categories.
192)An essential assumption about the job demands- resources model is high job resources foster w
w hile high job demands exhaust employees physically and mentally and lead to burnout. Expla
so, using 3 examples to illustrate the relationship between job resources and job demands. Also
resources be applied to help bufer the negative impact of excessive job demands. Please provi
help illustrate your answer.
193)Define and discuss " work engagement". What does it mean in the workplace? Please provide ex
194)" Work engagement" can be considered to be the opposite of burnout. Why would organizations
cultivate work engagement? What is it? What aspects of engagement make it the opposite of bu
20
A nswer Key
Testname: U N TITLE D1
1)D
2)D
3)A
4)E
5)B
6)D
7)E
8)E
9)B
10)D
11)B
12)D
13)C
14)A
15)B
16)E
17)E
18)E
19)A
20)D
21)E
22)C
23)A
24)B
25)C
26)C
27)C
28)C
29)E
30)A
31)C
32)B
33)A
34)D
35)C
36)B
37)D
38)D
39)C
40)A
41)C
42)D
43)D
44)C
45)D
46)A
47)D
48)E
49)E
50)C
21
A nswer Key
Testname: U N TITLE D1
51)A
52)A
53)C
54)E
55)D
56)A
57)D
58)C
59)D
60)C
61)E
62)B
63)C
64)E
65)D
66)C
67)C
68)A
69)D
70)C
71)B
72)B
73)B
74)B
75)C
76)E
77)B
78)D
79)B
80)B
81)D
82)E
83)E
84)B
85)C
86)E
87)F A LSE
88)F A LSE
89)TR UE
90)F A LSE
91)F A LSE
92)F A LSE
93)F A LSE
94)F A LSE
95)TR UE
96)TR UE
97)TR UE
98)F A LSE
99)TR UE
100)F A LSE
22
A nswer Key
Testname: U N TITLE D1
101)TR UE
102)F A LSE
103)TR UE
104)F A LSE
105)TR UE
106)TR UE
107)TR UE
108)F A LSE
109)TR UE
110)F A LSE
111)TR UE
112)TR UE
113)F A LSE
114)F A LSE
115)F A LSE
116)F A LSE
117)TR UE
118)TR UE
119)F A LSE
120)TR UE
121)F A LSE
122)F A LSE
123)TR UE
124)F A LSE
125)F A LSE
126)TR UE
127)F A LSE
128)TR UE
129)F A LSE
130)F A LSE
131)F A LSE
132)TR UE
133)F A LSE
134)F A LSE
135)TR UE
136)F A LSE
137)F A LSE
138)F A LSE
139)F A LSE
140)TR UE
141)F A LSE
142)hostility or repressed anger or cynicism
143)role overload
144)bou ndary
145)burnout
146)stressors
147)operative level or blue- collar
148)bou ndary
149)p rojection
150)com pensation
23
A nswer Key
Testname: U N TITLE D1
151)d isplacement
152)social support
153)problem solving
154)managerial
155)Type A behaviour pattern
156)burnout
157)reaction formation
158)C ollaboration
159)superordinate goal
160)com petition
161)accommodation
162)conflict
163)bu ll ying
164)health; relationships
165)engagement
166)Job resources
167)Bull y ing
168)persistence
169)Mobbing
170)stress
171)H indrance
172)C hallenge
173)serv ice
174)stress reactions
175)operati v e - l ev el
176)heavy workload
177)Group identification, intergroup bias, interdependence, ambiguity, scarce resources, and diference
and culture.
178)The five modes are avoiding, accommodating, competing, compromising and collaborating. Exampl
(low assertiveness, low cooperativeness)
a manager who postpones meeting with an employee who wants
accommodating (low assertiveness, high cooperativeness)
going to the movie that your date wants to see inste
the one that you would rather see; 3) competing (high assertiveness, low
most
cooperativeness)
transactions where
buyer and seller do not expect to meet again; 4) collaborate (high assertiveness,two
high cooperativen
department managers in the same company must share limited resources to achieve their individu
objectives, and jointly contribute to the attainment 'sofgoals;
the company
5) compromise (moderate assertivenes
moderate cooperativeness)
when it becomes clear to union negotiators and management that neither is
the maximum deal they had hoped for, they settle for a deal that is adequate (satisficing).
win-lose negotiation in which a fixed amount of assets is divided between the
179)Distributive negotiation
Integrative negotiation
win- win negotiation in which it is assumed that mutual problem solving can enl
assets to be divided between parties. Distributive tactics may include the use of threats and promi
small concessions ofered strategically, and verbal persuasion. Integrative tactics may include exch
amounts of information, reframing diferences as opportunities, cutting costs for agreement, increa
introducing superordinate goals.
180)The managerial stressors afecting Suzie are role overload (e.g. too much to do in too little time) an
responsibility (e.g. she is worried about the layofs which will result if she cannot reach an agreem
evidence of role ambiguity (e.g.'s the
directive
boss to avoid a strike at all costs, and yet he rejected
the unio
's
previous ofer), and work- family conflict (e.g. she has not seen much of her children lately). In add
a Type A behaviour pattern, and her repressed anger for her boss and the union representatives m
her high blood pressure problem.
24
A nswer Key
Testname: U N TITLE D1
181)Jobs involve high psychological demand and low decision control are prone to increased risk of hea
Examples include telephone operators, cooks, food servers, and assembly line workers.
182)Rationalization, projection, displacement, reaction formation, and compensation. The text provides
each on page 437.
183)Job redesign techniques, social support networks, "family friendly" human resource policies, stress
programs, and work
-life programs.
184)Evidence suggests that the bufering aspects of social support are most potent when they are direc
source of the stress; therefore, George might find that his coworker Bill is the best source of suppo
work- related woes. Note that this does not mean that George could not or should not also discuss
his wife and his old high school buddy · they can still ofer comfort and bolster his self - esteem eve
not be knowledgeable about the specific work - related problems he is dealing with.
185)Burnout is a form of stress that is experienced by some boundary role occupants. It follows a proce
emotional exhaustion, leads to depersonalization, and then to low personal accomplishment.
186)People high in negative afectivity report more stressors in the work environment and feel more su
are particularly likely to feel stressed in response to the demands of a heavy workload. Several fac
responsible for their susceptibility to stress include: a predisposition to perceive stressors in the w
hypersensitivity to existing stressors; a tendency to gravitate to stressful jobs; a tendency to prov
their negativity; or the use of passive, indirect coping styles that avoid the real sources of stress.
187)Personality can afect both the extent to which potential stressors are perceived as stressful and th
reactions that occur. Three personality traits associated with stress are locus of control, Type A beh
negative afectivity. Externals are more likely to feel anxious in the face of potential stressors and
anxiety- reduction strategies. Type A individuals encounter or perceive to encounter more stressfu
Type B individuals and they exhibit adverse physiological reactions in response to stress. People hi
afectivity report more stressors in the work environment and feel more subjective stress.
188)Bullying refers to repeated negative behaviour directed toward one or more individuals of lower po
creates a hostile work environment. Factors that distinguish it include the following: A lthough it ca
aggression, it is most commonly a more subtle form of psychological aggression and intimidation th
forms such as incessant teasing, demeaning criticism, social isolation,' tools
or sabotaging
and equipment.
others A n
essential feature of bullying is its persistence - a single harsh incident would not constitute bullyin
teasing, criticism, or undermining that signals bullying. A nother key feature of bullying is some de
status imbalance between the bully and the victim. Managers are often identified as bullies by sub
there is power in numbers and subordinates might team up to harass their boss, a phenomenon kn
Victims of bullying and mobbing experience stress because they feel powerless to deal with the pe
189)Stressors frequently cause reduced job performance, however, the nature of the relationship depen
stressor. Some stressors are hindrance stressors, such as role ambiguity and interpersonal conflict
performance. Other stressors are challenging such as heavy workload and responsibility. While the
performance they sometimes stimulate it via added motivation.
190)Problem solving is directed toward terminating the stressor or reducing its potency rather than jus
feel better in the short run. It is reality oriented and most examples of it are just routine, sensible,
approaches that an objective observer might suggest. Examples that Carl can suggest to his friend
time management, talking it out, asking for help, and searching for alternatives.
191)Job resources refers to features of a job that are functional in that they help achieve work goals, re
and stimulate personal growth, learning, and development.
Job resources can come from the organization,
interpersonal and social relations, the organization or work, and the task itself.
192)Job resources refers to features of a job that are functional in that they help achieve work goals, re
and stimulate personal growth, learning, and development.
Job resources can come from the organization,
interpersonal and social relations, the organization or work, and the task itself. Research has found
are related to burnout, disengagement, and health problems, while job resources lead to work eng
organizational citizenship behaviour, and organizational commitment.
25
A nswer Key
Testname: U N TITLE D1
193)Work Engagement can be defined as "a positive work- related state of mind that is characterized b
and absorption". Vigor involves high levels of energy and mental resilience at work; dedication mea
involved in your work and experiencing a sense of significance, enthusiasm, and challenge; absorp
fully concentrated on and engrossed in your work. In particular, the first two dimensions - vigor an
position engagement as the opposite of burnout.
194)Work Engagement can be defined as "a positive work- related state of mind that is characterized b
and absorption". Vigor involves high levels of energy and mental resilience at work; dedication mea
involved in your work and experiencing a sense of significance, enthusiasm, and challenge; absorp
fully concentrated on and engrossed in your work. In particular, the first two dimensions - vigor an
position engagement as the opposite of burnout.
26