Deck 11: Conflict, Cooperation, Trust, and Deviance: Interpersonal Behavior at Work

Question 1

________ is the tendency for people to help others on the job, even when they will not benefit personally from assisting them.

A) Transcendentalism
B) Prosocial behavior
C) Integrative bargaining
D) Collateral cooperation

Answer 1

B

Question 2

A person's belief about what is expected of another in a relationship is referred to as a(n)

A) perceptual contract.
B) psychological contract.
C) interpersonal contract.
D) None of the above.

Answer 2

B

Question 3

Speaking favorably about the organization to outsiders is an example of:

A) psychological contracts.
B) OCB-I.
C) OCB-O.
D) both OCB-I and OCB-O.

Answer 3

C

Question 4

Psychological contracts vary with respect ________.

A) time frame
B) performance requirements
C) both "A" and "B"
D) neither "A" nor "B"

Question 5

Assisting a co-worker with a personal problem is an example of:

A) psychological contracts.
B) OCB-I.
C) OCB-O.
D) both OCB-I and OCB-O.

Question 6

Doing a favor for someone is an example of:

A) psychological contracts.
B) OCB-I.
C) OCB-O.
D) both OCB-I and OCB-O.

Question 7

The time frame of a typical transactional contract is ________.

A) open-ended and indefinite
B) closed-ended and short term
C) broad and pervasive
D) dynamic and changing frequently

Question 8

Thomas has worked under the same supervisor for 35 years and considers her a good friend. His relationship with his supervisor is based on a(n)

A) relational contract.
B) transactional contract.
C) interpersonal contract.
D) social contract.

Question 9

An employee of a company is badly hurt in an accident. When his disability insurance runs out, a fellow employee anonymously gives him enough money to live for six more months until he's able to return to work. The giver does not expect to be identified or repaid. This is an example of:

A) altruism.
B) organizational citizenship behavior.
C) an individualistic approach to cooperation.
D) civic virtue.

Question 10

Suppose you are busy working on a special report for your boss, and the deadline is fast approaching. You ask your associate, Bill, who is not involved in the project, to help you get the job done, and he agrees to, although the project has nothing to do with his department or his work. Bill's behavior is an example of

A) win-lose bargaining.
B) cooperation.
C) prosocial behavior.
D) organizational citizenship behavior.

Question 11

Arnie always expresses his loyalty toward the XYZ Company. This is an example of:

A) psychological contracts.
B) OCB-I.
C) OCB-O.
D) screaming Mimi.

Question 12

Making an effort to read memos and keep up with new information is an example of:

A) altruism.
B) conscientiousness.
C) civic virtue.
D) courtesy.

Question 13

Organizational citizenship behaviors are ________.

A) actions that benefit the organization, in exchange for some benefit.
B) actions by organizational members that exceed the formal requirements of their jobs.
C) processes by which individuals or organizations seek to coordinate their efforts.
D) concerns abouth all parties receiving the maximum benefit from an agreement.

Question 14

Not spending time at work on personal calls is an example of which form of organizational citizenship behavior?

A) Altruism
B) Conscientiousness
C) Civic virtue
D) Sportsmanship

Question 15

Jack offers ideas to improve the way the XYZ Company operates. This is an example of:

A) psychological contracts.
B) OCB-I.
C) OCB-O.
D) gatekeepers.

Question 16

Rick knows and understands Chuck so well that he is willing to allow Chuck to act on his behalf. Rick is demonstrating ________.

A) calculus-based trust
B) identification-based trust
C) cognitive-based trust
D) affective-based trust

Question 17

Bringing in food to share with others is an example of:

A) psychological contracts.
B) OCB-I.
C) OCB-O.
D) both OCB-I and OCB-O.

Question 18

Calculus-based trust

A) refers to our tendency to treat others as we remember them treating us.
B) is based on accepting the wants and desires of another person.
C) exists when people believe that another person will behave as promised out of fear of punishment.
D) will sometimes contribute to organizational conflict.

Question 19

________ is an organizational behavior where the employee makes do without complaining or finding fault with the organization.

A) Conscientiousness
B) Civic virtue
C) Courtesy
D) Sportsmanship

Question 20

Being tolerant to temporary inconveniences without complaining is an example of:

A) psychological contracts.
B) OCB-I.
C) OCB-O.
D) both OCB-I and OCB-O.

Question 21

When someone seeks to maximize their own gains, even if it is at the expense of others, they are:

A) seeking to cooperate with others.
B) competing against others.
C) seeking an integrative solution.
D) involved in binding arbitration.

Question 22

Cooperation across organizations is being fostered by:

A) the need to develop long-term relationships with suppliers.
B) the increase in mergers and acquisitions in American business.
C) declining competition in stable and mature markets.
D) stable business environmental conditions.

Question 23

Two employees have different personalities and clash all the time. The frustration that results is an example of:

A) affective conflict.
B) substantive conflict.
C) process conflict.
D) deviance.

Question 24

George believes that the increased allocations should be spent on healthcare benefits; on the other hand, Jean thinks these allocations should be spent on increased vacation benefits. Their difference of opinion is an example of:

A) affective conflict.
B) substantive conflict.
C) process conflict.
D) deviance.

Question 25

Regarding personal orientations toward cooperation, people whose primary motive is doing better than others are described as:

A) competitive.
B) individualistic.
C) cooperative.
D) altruistic.

Question 26

George believes that Jean is trying to hurt him. This is an example of what cause of conflict?

A) Grudges
B) Malevolent attributions
C) Destructive criticism
D) Distrust

Question 27

John helps you on your work today, so you help him tomorrow. This action reflects the operation of which of the following principles?

A) Cooperation
B) Reciprocity
C) Altruism
D) Assurance

Question 28

While there are many reasons for cooperation not developing, the primary reason is that:

A) mixed motives preclude relational contracts.
B) reciprocity breeds contempt.
C) distributive justice trumps collaboration.
D) goals sought cannot always be shared.

Question 29

If an individual is primarily concerned with maximizing joint outcomes, his/her personal orientation toward cooperation is most likely to be:

A) competitive.
B) individualistic.
C) cooperative.
D) altruistic.

Question 30

If two programmers pool their efforts to help meet an important deadline, their action reflects:

A) organizational citizenship.
B) competition.
C) cooperation.
D) collectivism.

Question 31

Traditionally, one would describe the relationships across organizations as:

A) cooperative.
B) integrative.
C) competitive.
D) accommodative.

Question 32

George and Jean have vastly different opinions. Their difference of opinion is an example of:

A) affective conflict.
B) substantive conflict.
C) process conflict.
D) deviance.

Question 33

Research has shown that organizational managers spend as much as ________ of their time dealing with conflict on the job and its impact.

A) 50%
B) 15%
C) 20%
D) 25%

Question 34

When employees hold positive attitudes toward their organizations they are more likely to engage in:

A) deviance.
B) OCB-I.
C) OCB-O.
D) both OCB-I and OCB-O.

Question 35

Guido believes that he should treat others as they treat him. His belief mirrors the idea of:

A) OCB.
B) competition.
C) reciprocity.
D) cooperation.

Question 36

Enrico is a salesman who is always trying to maximize his sales, often at the expense of others. His behavior is an example of:

A) OCB.
B) competition.
C) reciprocity.
D) cooperation.

Question 37

When an organization offers a Hawaiian vacation for everyone in the company if every work unit lowers its costs by 15% for the year, the company is using ________ to foster cooperation.

A) employee interdependence
B) organizational rewards
C) organizational citizenship
D) distributive bargaining

Question 38

George hates Jean because she got his promotion; now he wants to get even. This is an example of what cause of conflict?

A) Grudges
B) Malevolent attributions
C) Destructive criticism
D) Distrust

Question 39

Ben engages in OCB. According to the text, this is likely to aid the company in:

A) psychological contracts.
B) recruitment.
C) selection.
D) diversity.

Question 40

If Bill forms a study group for the management class, then he and his friends will get better grades. But if they do too well, or if others form study groups, it will skew the grade curve and will lower everyone's grade. This is an example of:

A) A mixed-motive situation.
B) the negative consequence of whistleblowing.
C) integrative bargaining.
D) the effects of reciprocity.

Question 41

When a third party has the power to impose the terms of an agreement, you have:

A) bargaining.
B) mediation.
C) an integrative agreement.
D) arbitration.

Question 42

Conflict does sometimes yield positive benefits, such as:

A) eroding common ground.
B) encouraging the consideration of new ideas.
C) delaying decisions until all aspects can be considered.
D) forcing the use of an arbitrator.

Question 43

All of the following are characteristics of constructive criticism EXCEPT:

A) it occurs as soon as possible after the substandard performance.
B) it focuses on specific aspects of performance that were inadequate.
C) it does not attribute poor performance to internal causes.
D) it focuses on the personal characteristics of the recipient.

Question 44

When using arbitration, if both parties retain the right to reject the recommended agreement, you have:

A) binding arbitration.
B) voluntary arbitration.
C) conventional arbitration.
D) final-offer arbitration.

Question 45

Generally speaking, when an employee engages in whistleblowing, he/she:

A) is punished by the organization.
B) is rewarded by the organization.
C) is punished by the people to whom he/she reports the problem.
D) has little impact on the safety and protection of others.

Question 46

In ________, the arbitrator may offer the parties involved any package of terms he/she desires.

A) binding arbitration
B) voluntary arbitration
C) conventional arbitration
D) final-offer arbitration

Question 47

All of the following are examples of win-win solutions EXCEPT:

A) avoiding unreasonable offers.
B) seeking common ground.
C) uncovering the "real" issues.
D) narrowing the scope of issues considered.

Question 48

Which of the following is an example of constructive organizational deviance?

A) Workplace aggression
B) Violence
C) Whistleblowing
D) Both A and B.

Question 49

Employees who use their company's computers for personal matters are engaging in ________.

A) social loafing
B) relaxation therapy
C) whistleblowing
D) cyberloafing

Question 50

David gave very negative feedback to Fred. This feedback angered Fred. This is an example of what cause of conflict?

A) Grudges
B) Malevolent attributions
C) Destructive criticism
D) Distrust

Question 51

Dan won't give in to John's request for a new office computer. He claims that it is a budgetary issue, but in reality, it is about Dan's anger at John for his comments at a meeting. The win-win solution in this case can be best accomplished by:

A) avoiding unreasonable offers.
B) seeking common ground.
C) uncovering the "real" issues.
D) narrowing the scope of issues considered.

Question 52

Constructive criticism is characterized by all of the following EXCEPT:

A) considerate.
B) non-threatening.
C) motivated by desire to help.
D) not timely.

Question 53

Nancy becomes aware that her company is emitting toxic waste into a nearby stream. After finding that reporting it to her supervisor does no good, she reports the incident to the press. Nancy's behavior is an example of:

A) organizational citizenship behavior.
B) whistle-blowing.
C) procedural justice.
D) distributive justice.

Question 54

Which of the following is an example of destructive organizational deviance?

A) Workplace aggression
B) Violence
C) Whistleblowing
D) Both A and B.

Question 55

The most obvious organization-based cause of conflict is ________.

A) ambiguity over responsibility
B) competition over scarce resources
C) ambiguity over jurisdiction
D) interpersonal conflict

Question 56

Which one of the following actions is an example of whistle-blowing?

A) Reporting to a supervisor that a fellow employee has a drug-problem
B) Fulfilling the role of referee at a sporting event
C) Telling the local newspaper about the company's upcoming annual picnic
D) Reporting the company's misdeeds to the authorities

Question 57

________ is the process in which a neutral party works together with two or more parties to reach a settlement to their conflict.

A) Arbitration
B) Mediation
C) Negotiation
D) Manipulation

Question 58

Mediation and arbitration are two popular forms of:

A) integrative bargaining.
B) litigation.
C) alternative dispute resolution.
D) collective bargaining.

Question 59

________ is the most common strategy for resolving organizational conflicts by having all sides make offers, counteroffers, and concessions in an attempt to find a mutually acceptable agreement.

A) Bargaining
B) Meditation
C) Arbitration
D) Mediation

Question 60

Destructive criticism is marked by:

A) not offering concrete suggestions for improvement.
B) the lack of threats.
C) telling someone what he/she can do to improve.
D) noting specific things that are wrong and that need to be fixed.

Question 61

Benson has been exposed to aggressive behavior for most of his life. The "short fuse" he has developed is an example of:

A) positive attitude toward revenge.
B) high trait anger.
C) past experience with aggression.
D) overt expression rather than suppression of anger.

Question 62

According to one study, ________ percent of workers surveyed by the Society of Financial Service Professionals reported playing computer games while at work.

A) 10
B) 33
C) 67
D) 90

Question 63

Which of the following is true regarding workplace bullying?

A) Typically, bullies tend to be bosses who are abusing their power.
B) Bullies are equally likely to be women or men.
C) The vast majority of the targets of bullying tend to be women.
D) All of the above.

Question 64

A ________ is a workplace bully who denies his or her victims the resources they need to work.

A) Constant Critic
B) Two-Headed Snake
C) Vindictive Gatekeeper
D) Screaming Mimi

Question 65

Physical assault or destruction of property are examples of:

A) expressions of hostility.
B) obstructionism.
C) psychological contract violations.
D) overt aggression.

Question 66

Iris intimidates her subordinates by throwing objects. She can best be described as a ________.

A) Constant Critic
B) Vindictive Gatekeeper
C) Two-Headed Snake
D) Screaming Mimi

Question 67

The belief that getting even is justifiable is an example of:

A) positive attitude toward revenge.
B) high trait anger.
C) primal-order aggression.
D) overt expression rather than suppression of anger.

Question 68

Table 11.2
A team of business students is working on a semester-long class project. The nature of the project is additive, each team member must have information from several other team members in order to complete his/her portion of the project. In a group meeting, Joe tells Amanda that if she will proofread his part of the paper, he'll set up the spreadsheet formulas for her calculations. Amanda tells him no thanks. She's not really concerned about the quality of his section of the project and she'd just as soon work on her own. She thinks she can do a much better job than Joe setting up the spreadsheet. Another member of the team, Celine, wants everyone to have the same outcome from this project. She cautions those with weak work to improve it and asks the stars to tone down their work a bit so as to not embarrass the weaker members of the team. Paul wants to maximize the outcome of this project for everyone. He wants everyone to experience complete satisfaction with the process, the project, and their final grade. The reality is that the team will receive two grades. There will be a team grade and then each individual will receive a separate grade on his/her section. The grades are weighted 40/60.
Refer to Table 11.2. Joe's offer to Amanda is an example of:

A) integrative behavior.
B) trust.
C) individualistic behavior.
D) reciprocity.

Question 69

Table 11.3
The employees are in a contract negotiation with your company and you represent management. You are concerned with maximizing the results for both sides, while the union is focused on getting the best wages and working conditions possible, regardless of the cost to you. During a coffee break the union negotiator tells you he understands where you are coming from but there's only so much money to go around, and his people want as much as possible. Back at the table, you ask the union negotiator if he would put the retirement plan and health care plan on the table as well so you could make an offer to increase their wages. He refuses. Three months go by with no progress. You suggest arbitration by a third party. The union agrees only if both sides must accept what the arbitrator offers. You agree.
Refer to Table 11.3. You have a/an ________ orientation to the bargaining process.

A) integrative
B) individualistic
C) win-win
D) win-lose

Question 70

Table 11.1
Students from an organizational behavior class are studying group conflict and cooperation by observing the work of academic committees on their campus. They notice that some faculty seem to go out of their way to do things for their committee and committee members, yet have no hope of any type of return for these actions. Some student members of committees are doing more than is expected of them, even though they don't have to, and they frankly don't expect an return for their actions. These students have found that the committees treat them as peers, the faculty treat them fairly, and that they actually have a voice in the processes.
Refer to Table 11.1. The behavior of some of the faculty is an example of:

A) prosocial behavior.
B) reciprocity-based behavior.
C) a distributive orientation.
D) organizational citizenship behavior.

Question 71

All of the following are characteristics of the Constant Critic EXCEPT:

A) engages in name-calling.
B) constantly harangues the victim about his or her incompetence.
C) makes aggressive eye contact.
D) intimidates by slamming things and throwing objects.

Question 72

Table 11.1
Students from an organizational behavior class are studying group conflict and cooperation by observing the work of academic committees on their campus. They notice that some faculty seem to go out of their way to do things for their committee and committee members, yet have no hope of any type of return for these actions. Some student members of committees are doing more than is expected of them, even though they don't have to, and they frankly don't expect an return for their actions. These students have found that the committees treat them as peers, the faculty treat them fairly, and that they actually have a voice in the processes.
Refer to Table 11.1. Students' committee behavior is an example of:

A) prosocial behavior.
B) reciprocity-based behavior.
C) a distributive orientation.
D) organizational citizenship behavior.

Question 73

Failing to return phone calls or respond to memos are examples of:

A) expressions of hostility.
B) obstructionism.
C) psychological contract violations.
D) overt aggression.

Question 74

Table 11.2
A team of business students is working on a semester-long class project. The nature of the project is additive, each team member must have information from several other team members in order to complete his/her portion of the project. In a group meeting, Joe tells Amanda that if she will proofread his part of the paper, he'll set up the spreadsheet formulas for her calculations. Amanda tells him no thanks. She's not really concerned about the quality of his section of the project and she'd just as soon work on her own. She thinks she can do a much better job than Joe setting up the spreadsheet. Another member of the team, Celine, wants everyone to have the same outcome from this project. She cautions those with weak work to improve it and asks the stars to tone down their work a bit so as to not embarrass the weaker members of the team. Paul wants to maximize the outcome of this project for everyone. He wants everyone to experience complete satisfaction with the process, the project, and their final grade. The reality is that the team will receive two grades. There will be a team grade and then each individual will receive a separate grade on his/her section. The grades are weighted 40/60.
Refer to Table 11.2. Paul's personal orientation toward cooperation is:

A) equalizer.
B) competitive.
C) individualistic.
D) cooperative.

Question 75

Belittling others' opinions and spreading malicious rumors are examples of:

A) incivility.
B) obstructionism.
C) verbalization.
D) consternation.

Question 76

The tendency to respond to situations in an angry way is an example of:

A) positive attitude toward revenge.
B) high trait anger.
C) second-order aggression.
D) overt expression rather than suppression of anger.

Question 77

Table 11.2
A team of business students is working on a semester-long class project. The nature of the project is additive, each team member must have information from several other team members in order to complete his/her portion of the project. In a group meeting, Joe tells Amanda that if she will proofread his part of the paper, he'll set up the spreadsheet formulas for her calculations. Amanda tells him no thanks. She's not really concerned about the quality of his section of the project and she'd just as soon work on her own. She thinks she can do a much better job than Joe setting up the spreadsheet. Another member of the team, Celine, wants everyone to have the same outcome from this project. She cautions those with weak work to improve it and asks the stars to tone down their work a bit so as to not embarrass the weaker members of the team. Paul wants to maximize the outcome of this project for everyone. He wants everyone to experience complete satisfaction with the process, the project, and their final grade. The reality is that the team will receive two grades. There will be a team grade and then each individual will receive a separate grade on his/her section. The grades are weighted 40/60.
Refer to Table 11.2. Amanda appears to have a/an ________ personal orientation toward cooperation.

A) equalizer
B) competitive
C) individualistic
D) cooperative

Question 78

Table 11.1
Students from an organizational behavior class are studying group conflict and cooperation by observing the work of academic committees on their campus. They notice that some faculty seem to go out of their way to do things for their committee and committee members, yet have no hope of any type of return for these actions. Some student members of committees are doing more than is expected of them, even though they don't have to, and they frankly don't expect an return for their actions. These students have found that the committees treat them as peers, the faculty treat them fairly, and that they actually have a voice in the processes.
Refer to Table 11.1. The key element in the students' demonstrated behavior is:

A) trust.
B) interdependence of their tasks.
C) the breadth of their roles on the committees.
D) their perception of the punishments they will receive if they don't behave like this.

Question 79

Denny isolates Barry at work. Regarding his behavior toward Barry, Denny is a ________.

A) Constant Critic
B) Vindictive Gatekeeper
C) Two-Headed Snake
D) Screaming Mimi

Question 80

In understanding the social motives involved in employee theft, sometimes employees steal because:

A) they see their coworkers doing it.
B) group norms support such activity.
C) they want to "even the score."
D) of all of these reasons.