Organizational Behavior Core Concepts
True/False Questions
1. The first stage of the social information processing model describes how specific
information is observed and stored in the memory, and the last three stages involve
turning mental representation into real-world judgments and decisions.
Ans: False
2. “Encoding and simplification” is the first stage of the social information processing
model.
Ans: False
3. When an object stands out from its context, it is salient.
Ans: True
4. A stereotype is a mental picture of an event or object.
Ans: False
5. Unfortunately, stereotypes are always negative.
Ans: False
6. Stereotyping begins by categorizing people into groups according to various criteria.
Ans: True
7. The tendency to avoid all extreme judgments and rate people average or neutral is the
perceptual error called leniency.
Ans: False
8. Semantic memory refers to the general knowledge about the world.
Ans: True
9. According to research on performance appraisal, managers should use more
subjectively-based measures of performance as much as possible because objective
measures are prone to bias and inaccuracy.
Ans: False
10. Research reveals that individuals can be trained to be more accurate raters of
performance.
Ans: True
11. According to Kelley, a person is exhibiting high distinctiveness when he; she acts like
the rest of the group.
Ans: False
12. Unstable performance of a given task over time, according to Kelley, would mean low
consistency.
Ans: True
13. It is important to remember that in attribution theory, consensus relates to other tasks,
consistency relates to other people, and distinctiveness relates to time.
Ans: False
14. Managers tend to disproportionately attribute behaviors to internal causes.
Ans: True
15. Diversity is primarily an issue of race, age, and gender.
Ans: False
16. Perception is the innermost layer of diversity because it represents a stable set of
characteristics that is responsible for a person's identity.
Ans: False
17. Religion is one of the primary dimensions of diversity.
Ans: False
18. Affirmative action focuses on achieving equality of opportunity in an organization and
is legally mandated in the United States by the Equal Opportunity laws.
Ans: True
19. Women constituted 46% of the labor force in 1996 and are expected to represent 67%
by 2010.
Ans: False
BPage: 32
20. The U.S. Census Bureau predicts that minority groups will constitute almost 50% of the
U.S. population by 2050.
Ans: True
BPage: 33
21. In the U.S., even though people of color earn less than whites, Asians had the highest
median income.
Ans: True
BPage: 33
22. Accountability practices in managing diversity focus on preparing diverse employees
for greater responsibility and advancement.
Ans: False
Page: 36
Multiple Choice Questions
23. ______ is a cognitive process that enables us to interpret and understand our
surroundings.
A) Personality
B) Attitude
C) Perception
D) Ethics
E) Diversity
Ans: C
BPage: 21
24. Which of these represents the first stage of the social information processing model?
A) Selective attention and comprehension
B) Encoding
C) Simplification
D) Storage and Retention
E) Retrieval and Response
Ans: A
Page: 21
25. _____ is the process of becoming consciously aware of something or someone.
A) Personality
B) Attention
C) Attitude
D) Ethics
E) Diversity
Ans: B
BPage: 22
26. Beverly has $11,000 for investment. She speaks with various friends and neighbors to
find out what they have invested in (stocks or bonds and which stocks). She also
interviews four different investment advisors at local brokerage companies to
understand what they recommend. Beverly can be described as being on which stage of
the social information processing model?
A) Selective attention; comprehension
B) Encoding
C) Simplification
D) Storage and Retention
E) Retrieval and Response
Ans: A
Page: 22
27. Something is ______ when it stands out from its context.
A) Schema
B) Cognitive
C) Salient
D) Self-serving bias
E) Encoded
Ans: C
Page: 22
28. A ____________ is a number of objects that are considered equivalent.
A) Schema
B) Category
C) Stereotype
D) Central tendency
E) Semantic
Ans: B
BPage: 22
29. Mental depositories for storing information refers to
A) Schema.
B) Cognitive categories.
C) Stereotype.
D) Attention.
E) Attribution.
Ans: B
BPage: 22
30. A(n) ______ represents a person's mental picture of an event or object.
A) Schema
B) Cognitive category
C) Stereotype
D) Attention
E) Attribution
Ans: A
BPage: 22
31. A(n) _________ is an individual's set of beliefs about the characteristics or attributes of
a group.
A) Schema
B) Cognitive category
C) Stereotype
D) Attention
E) None of these.
Ans: C
BPage: 22
32. Stage 3 of the social information processing model is:
A) Selective attention; comprehension
B) Encoding
C) Simplification
D) Storage and Retention
E) Retrieval and Response
Ans: D
BPage: 24
33. Connor, a production manager at XYZ Manufacturing, evaluated Darlene's overall
performance very high, every specific performance attribute. Connor's rationale was
that Darlene is the first to show up every day and therefore she is extremely
hardworking. Which of these perceptual errors is Connor committing?
A) Self-serving bias
B) Central tendency
C) Contrast effects
D) Recency effects
E) Halo
Ans: E
Page: 24
34. Kamal hates to say anything negative about anybody. He always evaluates everybody in
an extremely positive fashion. Kamal seems to be committing which of these perceptual
errors?
A) Self-serving bias
B) Central tendency
C) Contrast effects
D) Leniency
E) Halo
Ans: D
Page: 24
35. If a student rates all his professors average on all dimensions of performance regardless
of their actual performance, he is committing which of these perceptual errors?
A) Self-serving bias
B) Central tendency
C) Contrast effects
D) Recency effects
E) Halo
Ans: B
Page: 24
36. EMU Airline has had the worst record of flight arrivals. It is always late. However,
because of the on-time or early arrival of all flights of EMU Airlines in the last two
weeks of November, Elian, the Airline Analyst of CBA Investments rated the Airline
very favorably on arrival times in his annual report he publishes every December. Elian
appears to have committed which of these perceptual errors?
A) Self-serving bias
B) Central tendency
C) Contrast effects
D) Recency effects
E) Halo
Ans: D
Page: 24
37. The tendency to evaluate people or object by comparing them with characteristics of
recently observed people or objects is:
A) Leniency
B) Central tendency
C) Contrast effects
D) Recency effects
E) Halo
Ans: C
Page: 24
38. ___________ refers to a personal characteristic that leads an individual to consistently
evaluate other people or objects in an extremely positive fashion.
A) Leniency
B) Central tendency
C) Contrast effects
D) Recency effects
E) Halo
Ans: A
Page: 24
39. Long-term memory is made up of three compartments:
A) Events, semantic, and person.
B) Encoding, decoding, and processing.
C) Individual, group, and organization.
D) Storage, retention, and response.
E) Perception, personality, and attitude.
Ans: A
Page: 25
40. _______ memory refers to general knowledge about the world.
A) Event
B) Group
C) Semantic
D) People
E) Stereotype
Ans: C
BPage: 25
41. The final stage of the social information processing model is:
A) Selective attention; comprehension
B) Encoding
C) Simplification
D) Storage and Retention
E) Retrieval and Response
Ans: E
BPage: 25
42. People in _______ cultures tend to think of time as ________; this is called
___________.
A)
North American, linear, monocronic
B)
Latin American, cyclic, monocronic
C)
Middle Eastern, cyclic, monocronic
D)
North American, linear, polycronic
E)
Middle Eastern, linear, monocronic
Ans: A
BPage: 25
43. Which of these is (are) managerial implication(s) of perception?
A) Interviewers with racist and sexist schemata can undermine the accuracy and
legality of hiring decisions.
B) Faulty schemata about what constitutes good versus poor performance can lead to
inaccurate performance appraisal, which can erode work motivation,
commitment, and loyalty.
C) Research demonstrates that employees' evaluations of leader effectiveness are
influenced strongly by their schemata of good and poor leaders.
D) Managers need to remember that social perception is a screening process that can
distort communication, both coming and going.
E) All of these.
Ans: E
Page: 26-27
44. _______ are suspected or inferred causes of behavior.
A) Causal attributions
B) Encoding events
C) Personalities
D) Diversity activities
E) Cognitive categories
Ans: A
BPage: 27
45. Personal characteristics that are believed to cause behavior are called:
A) Schematics.
B) Internal factors.
C) Distinctiveness.
D) External factors.
E) Consensus.
Ans: B
BPage: 27
46. If Judy acts like the rest of her group at work then there is:
A) Low consensus.
B) High distinctiveness.
C) High consensus.
D) Low consistency.
E) High consistency.
Ans: C
Page: 27-28
47. Francesca has had stable performance and high quality from one task to another. This
refers to:
A) Low consensus.
B) High distinctiveness.
C) High consensus.
D) Low consistency.
E) Low distinctiveness.
Ans: E
Page: 28
48. ______ is determined by judging if the individual's performance on a given task is
consistent over time.
A) Consensus
B) Distinctiveness
C) Schema
D) Consistency
E) Cognitive category
Ans: D
Page: 28
49. It is important to remember that ______ relates to other people, ______ relates to other
tasks, and ______ relates to time.
A) Consensus; consistency; distinctiveness
B) Distinctiveness; consistency; consensus
C) Consensus; distinctiveness; consistency
D) Consistency; consensus; distinctiveness
E) Consistency; distinctiveness; consensus
Ans: C
BPage: 28
50. Bryan, a store manager at Grocers R Us, tends to make more internal attributions about
worker accidents than do his workers. Bryan is engaging in which of these?
A) Self-serving bias
B) Central tendency error
C) Contrast effects
D) Fundamental attribution bias
E) Halo error
Ans: D
Page: 28
51. Hilda has always had the tendency to take the credit when she meets the deadline for her
work. However when she fails, she blames the project or other external factors. Hilda is
engaging in which of these?
A) Self-serving bias
B) Central tendency error
C) Contrast effects
D) Fundamental attribution bias
E) Halo error
Ans: A
Page: 28-29
52. The ___________ represents one's tendency to take more personal responsibility for
success than for failure.
A) Self-serving bias
B) Glass ceiling
C) Contrast effects
D) Fundamental attribution bias
E) Recency effect
Ans: A
Page: 28-29
53. ______ represents the multitude of individual differences and similarities that exist
among people.
A) Self-serving bias
B) Central tendency
C) Contrast effects
D) Fundamental attribution bias
E) Diversity
Ans: E
BPage: 29
54. Which of these exists at the core of diversity?
A) Personality
B) Perception
C) Attitude
D) Internal dimensions
E) External dimensions
Ans: A
Page: 30-31
55. ____________ is NOT a component of the internal dimension in the diversity wheel.
A) Age
B) Ethnicity
C) Marital status
D) Sexual orientation
E) Gender
Ans: C
Page: 30-31
56. ____________ belongs to the external dimensions of the diversity wheel.
A) Union affiliation
B) Religion
C) Sexual orientation
D) Ethnicity
E) Seniority
Ans: B
Page: 30-31
57. All of the following are layers of diversity wheel except
A) Personality.
B) External dimensions.
C) Organizational dimensions.
D) External dimensions.
E) Group dimensions.
Ans: E
58. In the diversity wheel, ___________ is not a component of the organizational
dimension.
A) Union affiliation
B) Work experience
C) Management status
D) Seniority
E) Work location
Ans: B
Page: 31
59. _______ entails enabling people to perform up to their maximum potential.
A) Affirmative action
B) Central tendency
C) Managing diversity
D) Glass ceiling
E) Perception
Ans: C
Page: 32
60. Women are expected to represent _____% of the labor force by 2010.
A) 21
B) 79
C) 66
D) 33
E) 48
Ans: E
61. As of March 2004, women received ______ % of men's earnings.
A) 33
B) 50
C) 80
D) 94
E) 41
Ans: C
62. Gloria believes that she has always performed at her best at World Class Computers.
She has also received the best performance ratings from her supervisor every year.
However, she has not been promoted for the last five years. Many of her male
counterparts have been promoted. Gloria is facing which of these?
A) Self-serving bias
B) Glass ceiling
C) Contrast effects
D) Stereotyping
E) Recency effect
Ans: D
63. Research identified all but one of the following strategies as critical in breaking the
glass ceiling. Which one?
A) Consistently exceeding performance expectations.
B) Developing a style with which male managers are comfortable.
C) Seeking out difficult or challenging assignments.
D) Having influential mentors.
E) All of the above are critical.
Ans: E
64. From 2000 to 2050, one of these groups will account for the greatest net percentage
increase in new workers in the U.S. Which one?
A) Caucasians
B) African-Americans
C) Asian-Americans
D) Asians & Hispanics
E) Africa Americans & Hispanics
Ans: D
65. Between 1995 and 2020, the number of individuals in the United States over age 65 will
increase by _____%.
A) 33
B) 60
C) 76
D) 94
E) 41
Ans: B
66. Which of the following is NOT a common barrier to implementing successful diversity
programs?
A) Inaccurate stereotypes and prejudice
B) Poor career planning
C) Development and accountability practices
D) Ethnocentrism
E) Fear of reverse discrimination
Ans: C
67. ______ practices relate to managers' responsibility to treat diverse employees fairly.
A) Recruitment
B) Development
C) Ethnocentricity
D) Accountability
E) Central tendency
Ans: D
68. _________ practices focus on preparing diverse employees for greater responsibility
and advancement.
A) Recruitment
B) Development
C) Ethnocentric
D) Accountability
E) Central tendency
Ans: B
Essay Questions
69. Briefly describe the four stages of the social information processing model.
Ans: Selective attention; comprehension; encoding and simplification; storage and
retention; and retrieval and response. See Figure 2-1 for details.
70. Discuss the commonly found perceptual errors. Define each error and provide an
example.
Ans: Commonly found perceptual errors are halo, leniency, central tendency, recency,
and contrast. See table 2-1.
71. Describe in detail the managerial implications of perception in any two areas. Give an
example of each.
Ans: A wide variety of managerial activities are affected by perception. The text talks
about the following four: hiring, performance appraisal, leadership,
communication and interpersonal influence, physical and psychological
well-being and designing web pages.
72. Briefly describe Kelley's model of attribution. Using an example, explain how
attributions can be made internally or externally and what impact it may have on the
employees and organizations.
Ans: Students should address the three dimensions: consensus, distinctiveness, and
consistency. Managerial implications of attributions are discussed in the text.
73. Briefly explain the four layers of diversity. Identify at least four components of any two
layers.
Ans: The four layers of diversity are personality, internal dimensions, external
dimensions, and organizational dimensions. See Figure 4-3 for details.
74. Define “glass ceiling”. What strategies can be employed by women to break the glass
ceiling?
Ans: Glass ceiling refers to the invisible barrier blocking women and minorities from
top management positions. At least four strategies have been identified by
research that are critical in breaking the glass ceiling for women: consistently
exceeding performance expectations, developing a style with which male
managers are comfortable, seeking out difficult or challenging assignments, and
having influential mentors.
75. Identify and briefly describe the common barriers to implementing successful diversity
programs.
Ans: The common barriers to implementing successful diversity programs include: 1)
inaccurate stereotype and prejudice, 2) ethnocentrism, 3) poor career planning, 4)
an unsupportive and hostile environment for diverse employees, 5) lack of
political savvy on part of the diverse employees, 6) difficulty in balancing career
and family issues, 7) fears of reverse discrimination, 8) diversity is not seen as an
organizational priority, 9) the need to revamp the organization's performance
appraisal and reward system, and 10) resistance to change.