Deck 11: Motivating People

Question 1

In his second year of managing the accounting department, Drew set a goal for his team to slightly improve its "days billing" from last year's mediocre 36 days to 35.5 days. Midway through the year, Drew is disappointed that the "days billing" has actually worsened, to 37 days. Drew's manager advised Drew that, to motivate his staff to perform at a higher level, Drew should set a goal that is

A) unattainable.
B) subjective.
C) provisional.
D) not quantifiable.
E) more challenging.

Answer 1

E

Question 2

Motivation refers to forces that

A) energize, direct, and sustain a person's efforts.
B) are acquired through education.
C) are basically involuntary.
D) promote groupthink.
E) reduce group cohesiveness.

Answer 2

A

Question 3

Delilah's previous manager every year developed and given her a list of performance goals for the upcoming year, and then proceeded to criticize her for not fully achieving her previous year's goals-goals that he had developed and given to her. And, in fact, Delilah was not always motivated to achieve all of the goals that her previous manager had prescribed for her. But Delilah's new manager was a breath of fresh air. Delilah told her roommate, "My new manager lets me participate in goal-setting for my work and, as a result,

A) I am able to find ingenious ways to set easy goals and convince my manager that they are difficult."
B) I find ways to meet goals simply to receive a reward."
C) we develop goals that do not necessarily contribute to the company's success."
D) we tend to generate goals that I accept and pursue willingly."
E) we set goals that are so challenging as to be unattainable."

Answer 3

D

Question 4

Select the goal that is most likely to stimulate performance, according to the guidelines of goal-setting theory.

A) Increase quality levels.
B) Obtain sales levels that are 15 percent higher than last year.
C) Sell defective items overseas.
D) Develop a cure for AIDS.
E) Employees should attend prayer sessions every day.

Question 5

Maslow's hierarchy of needs includes physiological needs.

Question 6

________ theory states that people have conscious goals that energize them and direct their thoughts and behaviors toward a particular end.

A) Goal-setting
B) Meaningful goals
C) Acceptable goals
D) Challenging goals
E) Specific goals

Question 7

Marc was one of Stephanie's lower-quartile performers, mainly due to punctuality. In Marc's annual performance review, he submitted his draft goals for the upcoming years. One of his goals was to "Improve my punctuality." Stephanie responded, "No, Marc. That goal is not acceptable. Your goal needs to be more ________ so that you and I can monitor and measure whether or not you are attaining your goal."

A) subjective
B) emotional
C) specific and quantifiable
D) general
E) time bound

Question 8

An expectancy can be high as well as low.

Question 9

Stretch goals are the

A) targets that are exceptionally demanding and novel.
B) set of goals whose primary focus is to protect organizations from being sustainable.
C) targets that merely exhort employees in general terms to improve performance and start doing their best.
D) goals that conflict with people's personal values and interests.
E) goals that are high enough to inspire better performance but at the same time are always unattainable.

Question 10

Vertical stretch goals are

A) subjective and not objective.
B) the targets that merely exhort employees in general terms to improve performance.
C) the goals that conflict with people's personal values and interests.
D) the set of goals whose primary focus is to protect organizations from being sustainable.
E) aligned with current activities, including productivity and financial results.

Question 11

Individualized performance goals can create ________ and reduce ________.

A) competition; cooperation
B) cooperation; competition
C) achievement; performance
D) manipulation; performance
E) achievement; manipulation

Question 12

People should pursue goals that do NOT conflict with their personal values.

Question 13

Organizational behavior modification focuses on influencing behavior.

Question 14

Horizontal stretch goals

A) are subjective and not objective.
B) merely exhort employees in general terms to improve performance.
C) are goals that conflict with people's personal values and interests.
D) are goals whose primary focus is to protect organizations from being sustainable.
E) involve people's professional development.

Question 15

For a goal to be motivating, it

A) has to be provisional.
B) has to be subjective.
C) has to be easy to achieve.
D) should not be quantifiable.
E) has to be acceptable to employees.

Question 16

Nikki reflected on last year's one goal that she established for her department-to achieve $1 million in profit. And she required all staff members to establish this same personal goal-and only this goal-for themselves. Looking back a year later, Nikki realized that her dogged pursuit of a "number" caused her department to fall a year behind in training and new business development. Nikki knows that this focus on one dimension of her business cannot be repeated. For the coming year, she must not establish a ________ goal.

A) single productivity
B) creativity
C) new projects and business
D) knowledge acquisition
E) specific and challenging

Question 17

________ goals can shift people away from mediocrity.

A) Meaningful
B) Stretch
C) Challenging
D) Acceptable
E) Specific

Question 18

Goals should be ________ to be motivating.

A) unattainable
B) subjective
C) easy to achieve
D) quantifiable
E) open-ended

Question 19

Providing work-related goals is an extremely effective way to stimulate motivation.

Question 20

Negative reinforcement involves the threat of punishment by NOT delivering punishment when employees perform satisfactorily.

Question 21

Kobe, the manager at NetTrue Corp., took an employee off probation because of improved performance, illustrating

A) negative reinforcement.
B) punishment.
C) extinction.
D) glass ceiling.
E) intrinsic reward.

Question 22

________ is an example of extinction.

A) Shouting at employees
B) Allowing employees to get work done from home
C) Forgetting to say thanks for a favor
D) Giving letters of commendation
E) Providing employees with a threat of punishment

Question 23

________ is the act of applying a consequence that increases the likelihood that the person will repeat the behavior that led to that result.

A) Positive reinforcement
B) Aversive consequence
C) Glass ceiling
D) Groupthink
E) Halo effect

Question 24

The law of ________ states that behavior that is followed by positive consequences will likely be repeated.

A) consequences
B) repetition
C) large numbers
D) effect
E) demand

Question 25

________ is an example of punishment.

A) Giving letters of commendation
B) Taking an employee off probation
C) Assigning an unappealing task
D) Withholding an undesirable consequence
E) Forgetting to say thanks for a favor

Question 26

________ involves the instances of withdrawing or failing to provide a reinforcing consequence.

A) Negative reinforcement
B) Positive reinforcement
C) Extinction
D) Groupthink
E) Egocentrism

Question 27

Pablo's work performance has greatly improved over the course of the past two months, so his boss decided to upgrade his status from that of a temporary employee to that of a permanent employee. This is an example of

A) negative reinforcement.
B) punishment.
C) extinction.
D) glass ceiling.
E) intrinsic reward.

Question 28

Unhappy with his performance review, Sid said, "C'mon boss. You're saying that I have been using the incorrect format when documenting instances of production waste in my weekly operations reports all year long, and that this finding has resulted in a below-average performance review and a below-average salary increase. That's not fair…this is a surprise to me. If you would have provided regular, ongoing feedback, I would have

A) had time to prepare a defense."
B) had time to transfer production waste to another department."
C) had time to prepare a justification for a larger salary increase."
D) corrected problems immediately."
E) had time to anticipate a negative performance review."

Question 29

Mike has noticed that Tonya's employee turnover rate is twice the firm's average, and he has heard several reports of poor morale in Tonya's division. As he discusses these problems with Tonya, he learns about her key employees' performance goals. He determines that these goals are a key reason for the problems. Mike advises Tonya, "Your key employees' performance goals are a 'textbook case' of extinction because they are ________ and, therefore, very demotivating."

A) specific and quantifiable
B) acceptable to the key employees
C) time-specific
D) impossible to achieve
E) attainable

Question 30

________ formulated the law of effect.

A) Edward Thorndike
B) Abraham Maslow
C) Peter Drucker
D) Russell Lincoln Ackoff
E) Michael Porter

Question 31

On receiving feedback, one should ideally

A) act defensive.
B) avoid negative emotions.
C) openly show if they are hurt.
D) ignore it.
E) vent out negative emotions.

Question 32

________ are positive consequences that motivate behavior.

A) Biases
B) Behavioral antecedents
C) Reinforcers
D) Effectors
E) Sanctions

Question 33

Leo, operations manager at QuadFoods Storage, struggled with staffing the "dreaded" night shift, where all new employees were initially assigned. The turnover was high, morale was poor, and performance was dismal. Leo had tried positive reinforcement, offering rewards for punctuality and good work habits; this approach failed. He had also tried the extinction approach, adopting a hands-off approach, also with little success. Finally, he had punished wrongdoers, and that approach also failed to bring about any desired change. If Leo now tries negative reinforcement, what might be a proper approach?

A) Offer reassignment to the day shift for the best night-shift performers.
B) Fire the worst night-shift performers.
C) Offer additional night-shift work and overtime pay for the best night-shift performers.
D) Reduce the pay of the worst night-shift performers.
E) Reassign the best day-shift performers to the night shift.

Question 34

Kenny was pleased to reward his top sales professional, Deborah, with a hefty bonus for the third year in a row because of her increasingly large sales figures. She said, "Kenny, you keep providing ________ as a consequence of my sales, and I will keep posting excellent sales!"

A) high need for affiliation
B) positive reinforcement
C) an intrinsic reward
D) low need for affiliation
E) hygiene factors

Question 35

Henry, a manager at Roberts Corp., recently illustrated ________ by promoting two employees because their performance had greatly improved.

A) positive reinforcement
B) aversive consequence
C) the glass ceiling
D) groupthink
E) the halo effect

Question 36

________ is an example of positive reinforcement.

A) Giving letters of commendation
B) Taking an employee off probation
C) Assigning an unappealing task
D) Giving a threat of punishment
E) Forgetting to say thanks for a favor

Question 37

When positive reinforcement is employed,

A) same behavior is likely to be repeated.
B) desired behavior is less likely to be repeated.
C) undesirable behavior is most likely to occur.
D) negative behavior is likely to be repeated.
E) employee retention is adversely affected.

Question 38

________ is the practice of removing or withholding an undesirable consequence.

A) Negative reinforcement
B) Punishment
C) Extinction
D) Increment
E) Empowerment

Question 39

________ is the act of administering an aversive consequence.

A) Groupthink
B) Punishment
C) Positive reinforcement
D) Negative reinforcement
E) Free riding

Question 40

Organizational behavior modification primarily attempts to

A) promote groupthink.
B) increase instances of glass ceiling.
C) improve performance.
D) reinforce the benefits of free riding.
E) promote egocentrism.

Question 41

The Maslow's need hierarchy is different from Alderfer's ERG theory in that

A) ERG theory states that various needs operate simultaneously.
B) Maslow's hierarchy has more scientific validity.
C) Maslow's hierarchy states that once a need is satisfied, it acts as a powerful motivator.
D) ERG theory focuses on five levels of need.
E) ERG theory reminds managers of the types of reinforcers that can be used to motivate people.

Question 42

Select the statement that is true regarding Maslow's need hierarchy.

A) It is a complex and altogether accurate theory of motivation.
B) It sensitizes managers to the importance of personal growth.
C) It states that people are motivated to satisfy the higher needs before they try to satisfy the lower needs.
D) It states that once a need is satisfied, it acts as a powerful motivator.
E) It postulates that people have three basic sets of needs that can operate simultaneously.

Question 43

________ is the highest level need in Maslow's hierarchy.

A) Social
B) Physiological
C) Psychological
D) Safety
E) Self-actualization

Question 44

For motivation to be high, total valence of all outcomes must be

A) low.
B) high.
C) neither high nor low.
D) both high and low.
E) mediocre.

Question 45

Select the statement that is true according to Maslow's need hierarchy.

A) One can never be fully satisfied.
B) Higher-level needs are more important than lower-level needs.
C) People are motivated to satisfy lower-level needs before higher-level needs.
D) Once a need is satisfied, it becomes a powerful motivator.
E) Unsatisfied needs will not motivate performance.

Question 46

According to expectancy theory, valence

A) is the perceived likelihood that performance will be followed by a particular outcome.
B) can be positive or negative.
C) results in a person's level of performance.
D) is the perceived likelihood that employees' efforts will enable them to attain their performance goals.
E) can link effort to performance.

Question 47

Alderfer's ERG theory primarily focuses on

A) existence needs, relatedness needs, and growth needs.
B) existentialism, relativity, and governance.
C) employment, recruitment, and gain sharing.
D) job rotation, job enlargement, and job enrichment.
E) expectancy, risk, and growth.

Question 48

________ theory proposes that people will behave based on their perceived likelihood that their effort will lead to a certain outcome and on how highly they value that outcome.

A) Expectancy
B) Reinforcement
C) Path-goal
D) Equity
E) Law of effect

Question 49

________ is a consequence a person receives for his or her performance.

A) Valence
B) Instrumentality
C) Expectancy
D) Outcome
E) Equity

Question 50

________ is the perceived likelihood that performance will be followed by a particular outcome.

A) Valence
B) Instrumentality
C) Expectancy
D) Job enlargement
E) Job enrichment

Question 51

Jonas, a marketing professional who reports to you, believes that he is capable of meeting his $1 million sales goal this year (expectancy). And he would truly value the $10,000 bonus (valence) that he might earn as a result. In the past, your company has failed to pay out promised rewards. Therefore, in accordance with the expectancy theory, he is concerned-and hence demotivated-that

A) his sales goal will be increased next year as a result of this year's success (instrumentality).
B) he will run into problems later in the year, resulting in a sales shortfall (instrumentality).
C) he will significantly exceed his sales goal (instrumentality).
D) the company will not follow through on its commitment to provide a bonus (instrumentality).
E) his bonus will not be sufficient to meet his financial commitments (instrumentality).

Question 52

Expectancy theory includes the following events, in order:

A) outcome valence, performance, and effort
B) performance, effort, and outcome valence
C) effort, outcome valence, and performance
D) performance, outcome valence, and effort
E) effort, performance, and outcome valence

Question 53

In the context of Maslow's need hierarchy, the need found at the bottom of the pyramid is the ________ need.

A) social
B) physiological
C) psychological
D) safety
E) self-actualization

Question 54

________ is the link between performance and outcomes in expectancy theory.

A) Valence
B) Instrumentality
C) Expectancy
D) Equity
E) Actualization

Question 55

For motivation to be high,

A) expectancy must be high.
B) instrumentalities must be low.
C) total valence of all outcomes must be low.
D) goals should be unattainable.
E) goals should conflict with people's personal values.

Question 56

According to expectancy theory, instrumentality is

A) the perceived likelihood that performance will be followed by a particular outcome.
B) the value that expected outcomes hold for the person contemplating them.
C) any consequence resulting from performance.
D) the likelihood that a person would repeat an action after receiving negative reinforcement.
E) the likelihood that a person would repeat an action after receiving positive reinforcement.

Question 57

In Maslow's need hierarchy, ________ includes the need for recognition and self-esteem.

A) physiological
B) self-actualization
C) safety
D) ego
E) social

Question 58

Carmen knows that she will not have bonus dollars to reward her high-performing management team this year due to a shortfall in company profits. Furthermore, a companywide hiring and promotion freeze will prohibit her from hiring entry-level workers to allow existing staff to be promoted to higher levels. In response, she has arranged for her management team to attend the annual corporate planning meeting, affording them a unique opportunity to interact with and gain recognition by company executives. She has instituted this nonmonetary reward because

A) according to Herzberg, motivated workers do not need extrinsic rewards, for example, hygiene factors.
B) she wanted her staff to perceive that good performance will be rewarded with a bonus, for example, instrumentality.
C) according to McClelland, managers need no motivation.
D) nonmonetary rewards can motivate when pay and promotions are scarce.
E) according to Herzberg, motivated workers do not need intrinsic rewards, for example, motivators.

Question 59

In Maslow's need hierarchy, ________ need refers to a need for friendship, affection, belonging, and love.

A) self-actualization
B) safety
C) physiological
D) social
E) security

Question 60

In contrast to reinforcement theory, expectancy theory

A) describes the processes by which factors in the work environment affect people's behavior.
B) considers some of the cognitive processes that go on in people's heads.
C) focuses on tools such as punishments and extinctions.
D) does not look at individual performance of employees.
E) has a positive effect on employee retention.

Question 61

Rajiv's company was hemorrhaging money. It was also losing many valuable employees through layoffs and resignations. He tried, but failed, to motivate his best employee by discussing her next year's goals, appealing to her full potential as a professional. She told him she could not think about next year-she was worried about keeping her job this year. In accordance with Maslow's need hierarchy, why is Raj failing to motivate Judy?

A) Judy seeks power more than affiliation or achievement.
B) Raj is speaking to higher-level needs that Judy is not in a position to currently appreciate.
C) Raj is using extinction as an approach to motivation.
D) Raj is speaking to lower-level needs that Judy is not in a position to currently appreciate.
E) Judy wants immediate satisfaction of goals related to realizing her full potential.

Question 62

________ is intended to alleviate boredom by giving people different things to do at different times.

A) Job rotation
B) Job enlargement
C) Social loafing
D) Job feedback
E) Free riding

Question 63

A low need for affiliation and a moderate to high need for power are associated with

A) nonmanagerial success.
B) self-satisfaction.
C) job satisfaction.
D) managerial success.
E) employee evaluation.

Question 64

According to Herzberg, the key to true job satisfaction and motivation to perform lies in

A) hygiene factors.
B) characteristics of the workplace.
C) motivators.
D) socialized power.
E) personalized power.

Question 65

In the context of Alderfer's ERG theory, existence needs

A) typically involve relationships with other people.
B) are typically satisfied through the process of mutually sharing thoughts and feelings.
C) typically motivate people to productively change themselves.
D) typically motivate people to creatively change their environment.
E) are typically physiological desires.

Question 66

According to McClelland, the most important needs for managers are the needs for

A) achievement, affiliation, and power.
B) existence, relatedness, and growth.
C) motivation and hygiene.
D) equity and fair treatment.
E) self-actualization and ego.

Question 67

In the Hackman and Oldham model, ________ is the independence and discretion in making decisions.

A) skill variety
B) task identity
C) feedback
D) autonomy
E) expectancy

Question 68

________ are the rewards given to a person by the boss, the company, or some other person.

A) Halo effects
B) Personalized powers
C) Extrinsic rewards
D) Hygiene factors
E) Procedural justices

Question 69

________ means that jobs are restructured or redesigned by adding higher levels of responsibility.

A) Job enrichment
B) Task identity
C) Task significance
D) Negative reinforcement
E) Procedural justice

Question 70

Benny loves his job. It offers him the opportunity to meet lots of people, to work outdoors, and to do things his own way. Benny often jokes that he would be glad to do his job even if he is not given any pay. This sense of fulfillment is an example of

A) extinction.
B) halo effect.
C) egocentrism.
D) intrinsic reward.
E) personalized power.

Question 71

In Herzberg's two-factor theory, ________ are characteristics of the workplace, such as company policies, working conditions, pay, and supervision, that can make people dissatisfied.

A) hygiene factors
B) motivators
C) outcomes
D) expectancies
E) positive reinforcers

Question 72

Growth need strength is best defined as the

A) desire people have to influence or control other people.
B) degree to which people desire to have experiences that enable them to contribute toward the development of the society.
C) degree to which people desire experiences that contribute to personal and psychological development.
D) intensity of peoples' desire to retire from their jobs.
E) desire that people have for extrinsic rewards.

Question 73

The need for achievement is important for leaders and managers in all of the following countries EXCEPT

A) the United States.
B) Great Britain.
C) Japan.
D) Canada.
E) none of these.

Question 74

________ is the act of changing a task to make it inherently more rewarding, motivating, and satisfying for the people concerned.

A) Task significance
B) Job enrichment
C) Task identity
D) Job enlargement
E) Halo effect

Question 75

According to McClelland's research, the need for achievement is

A) equivalent to Maslow's safety needs.
B) often perceived negatively.
C) important to most American managers.
D) equivalent to Maslow's social needs.
E) the most complex theory of human motivation.

Question 76

According to McClelland, ________ power is used as a negative force.

A) aggressive
B) abusive
C) antisocial
D) hostile
E) personalized

Question 77

Herzberg's ________ theory describes hygiene and motivators as factors affecting people's work motivation and satisfaction.

A) equity
B) expectancy
C) path-goal
D) two-factor
E) hierarchy of needs

Question 78

________ is the act of giving people additional tasks at the same time to alleviate boredom.

A) Job enrichment
B) Task significance
C) Job enlargement
D) Task identity
E) Social loafing

Question 79

Clifford is the marketing manager in a small firm. In addition to his marketing-related duties, he is also in charge of recruitment. This is an example of

A) social loafing.
B) job enlargement.
C) free riding.
D) low instrumentality.
E) negative reinforcement.

Question 80

Kendrick's job responsibilities have recently been changed as part of a decentralization effort taking place at his office. He has been given the authority to decide when a file's status is to be altered, rather than only altering files at his supervisor's discretion. This is an example of

A) job enrichment.
B) task identity.
C) task significance.
D) negative reinforcement.
E) procedural justice.