Deck 6: Performance Management

Question 1

Effective managers give employees timely and task-specific feedback about what they are doing right,but do not give feedback about what they are doing wrong.

Answer 1

False

Question 2

_____ is the set of processes and managerial behaviors that involve defining,monitoring,measuring,evaluating,and providing consequences for performance expectations.

A) Performance appraisal
B) Performance review
C) Performance management
D) Goal setting
E) Coaching

Answer 2

C

Question 3

In the four general steps in the goal-setting process,deficiencies in each step can be made up for with strength in others.

Answer 3

False

Question 4

The two basic types of goals are

A) learning and behavioral.
B) behavioral and performance.
C) performance and objective.
D) project and objective.
E) performance and learning.

Question 5

Goals should always be stated in terms of measured outcomes.

Question 6

Which of the following is not a best practice for becoming more productive?

A) Learn how you spend your time.
B) Never touch things twice.
C) Set a designated time to check e-mail.
D) Take regular breaks.
E) Check social media every two hours.

Question 7

Typically,managers overemphasize performance goals and underemphasize learning goals.

Question 8

Performance management involves monitoring,measuring,and evaluating,but does not include providing consequences for employees' performance.

Question 9

In order to fit a situation,a manager should consider creating behavioral,objective,or task/project goals as appropriate.

Question 10

Ferdinand sets a goal for himself of finishing the first draft of a project report by Friday.This is a performance goal.

Question 11

Carla has been asked to analyze the needs of Supreme Research's largest clients.She has not done this type of task before,so her supervisor provides feedback on the analysis of each customer.Continuous reinforcement schedules are detrimental when employees are learning a new task or skill.

Question 12

On the first day of class,Professor Simmons explains what the goals of the course are and what he expects of his students.This represents ______ of effective performance management.

A) Step 4, Providing Consequences,
B) Step 3, Reviewing Performance,
C) Step 1, Defining Performance,
D) Step 2, Monitoring and Evaluating Performance,
E) Step 3, Performance Appraisal,

Question 13

Alberto wants to get a 90 or above on his next chemistry test so that he can skip the final.This is a learning goal,rather than a performance goal.

Question 14

Alice wants to join THS,the Theatrical Honor Society.She plans to volunteer at the local community theater,take an additional course in stagecraft,and submit her CV-all before December.Alice creates a schedule for her goals,ensuring that everything will be done in time.Writing goals down increases goal commitment and the likelihood of successfully meeting the goal.

Question 15

Negative feedback can have a positive motivational effect.

Question 16

An effective performance management system consists of four steps that form a feedback loop.

Question 17

The functions of performance management processes include guiding employee development and making employee-related decisions.

Question 18

Collecting performance information from multiple sources helps a person being evaluated to get a broad view of his or her performance.

Question 19

A head chef of a restaurant encourages his subordinates to be creative in the culinary arts.He does not believe in using prescribed recipes while cooking.Rather,he allows them to create unique recipes and use different ingredients to prepare dishes.This implies that the head chef established _________ goals.

A) learning
B) procedural
C) performance
D) equity
E) project

Question 20

Brenda has two exams and a research paper scheduled within the next 10 days.She creates a study plan in which she studies an hour a day for each exam and devotes an additional 90 minutes to her research paper.On Tuesday and Wednesday,Brenda is invited to go out with her friends.Instead,she stays at home and sticks with her study plan because she knows this will help her learn more effectively.

Question 21

______ goals are most relevant for knowledge work.

A) Behavioral
B) Objective
C) Task
D) Project
E) Reinforcement

Question 22

The sales department of a mutual fund firm sets goals for the next fiscal year to sell a certain number of mutual funds each month.The firm only sets targets,but provides no other details.These goals are _____ goals.

A) behavioral
B) objective
C) task
D) project
E) procedural

Question 23

Morgan,who has been a salesperson for six months,receives a review that she feels is unfair.Her manager just completed Samuel's review yesterday.Samuel has been a top salesperson for four years.It's likely that her manager has committed a _______ perceptual error.

A) halo
B) leniency
C) central tendency
D) recency
E) contrast effects

Question 24

In the leniency perceptual error,a person

A) forms an overall impression, and then uses that impression to bias ratings.
B) avoids all extreme judgments and rates everyone as average or neutral.
C) evaluates people by comparing them with characteristics of recently observed people.
D) consistently evaluates people in an extremely positive fashion.
E) relies on most recent information.

Question 25

________ is the idea that a manager should do what the situation requires.

A) Organizing framework
B) Interactional perspective
C) Contingency approach
D) Performance management
E) Performance appraisal

Question 26

Based on the contingency approach,to define performance _______ goals can be used in most jobs.

A) behavioral
B) objective
C) task
D) project
E) reinforcement

Question 27

Which of the following is not a tip for increasing goal commitment and success?

A) Reward yourself for progress, not just for ultimate goal achievement.
B) Break large goals down into subgoals.
C) Keep your goals to yourself.
D) Write goals down.
E) List the benefits of achieving the goal.

Question 28

Sales quotas and piecework are best measured using ________ goals.

A) behavioral
B) objective
C) task
D) project
E) reinforcement

Question 29

Carolyn is a very likable employee.Recently,her boss rated her at the highest level in all areas of performance,even though in some areas her performance did not warrant this judgment.This is an example of a ___________ perceptual error.

A) halo
B) leniency
C) central tendency
D) recency
E) contrast

Question 30

Denise sets a goal of completing the literature review portion of her research paper by Sunday night.This is a(n)________ goal.

A) behavioral
B) knowledge
C) equity
D) project
E) procedural

Question 31

The manager of the Conquest Casino notices that the security employees at the casino are treating customers impersonally.He sets a goal that they should make better eye contact and treat customers in a friendlier manner.This is a(n)_______ goal.

A) behavioral
B) objective
C) task
D) project
E) procedural

Question 32

In the context of goal setting,SMART stands for

A) specific, measurable, attainable, realistic, time-bound.
B) specific, measurable, aligned, results-oriented, time-bound.
C) sequential, measurable, aligned, results-oriented, time-bound.
D) specific, measurable, attainable, results-oriented, time-bound.
E) sequential, measurable, attainable, realistic, time-bound.

Question 33

Which of the following is not an appropriate measure of goal achievement?

A) timeliness
B) lack of interpersonal conflict
C) quantity
D) quality
E) financial measures

Question 34

Avoiding extreme judgments and rating people and objects as average or neutral is known as the _______ perceptual error.

A) halo
B) leniency
C) central tendency
D) recency
E) contrast effects

Question 35

Jenna and Martin complete their part of Project Zenith.Their progress is best measured against _____ goals.

A) behavioral
B) objective
C) task
D) learning
E) reinforcement

Question 36

An example of a(n)_____ goal is when Melissa's manager sets a goal for her to produce 16 widgets per hour.

A) behavioral
B) objective
C) task
D) project
E) procedural

Question 37

Rachel gets her midterm grades and finds that she has a 2.4 in O B.She expected a better grade point average to date.Rachel is _________ her performance.

A)monitoring
B)measuring
C)getting feedback on
D)getting coaching on
E)evaluating

Question 38

When monitoring performance,Frank watches all of the following except

A) setting goals.
B) time.
C) quality.
D) quantity.
E) financial metrics.

Question 39

Barry set himself a goal of bowling at least one game above 250 (out of 300 possible)before the end of the season.This is a ________ goal.

A) learning
B) procedural
C) performance
D) equity
E) project

Question 40

Which of the following is not included in the monitoring step of performance management?

A) measuring performance
B) verifying progress
C) deciding how to measure performance
D) verifying achievement of goals
E) tracking performance
Monitoring performance involves measuring, tracking, or otherwise verifying progress and ultimate performance. Deciding how to measure performance would occur prior to setting performance expectations.

Question 41

Kelly is a successful attorney specializing in corporate law.While it has nothing to do with her field of employment,Kelly has always been interested in the history of religion.Using what little free time she has,she decided to take a course in comparative religion at the local university.She thinks that the course would be interesting and enjoyable.Kelly is not pursuing a degree in the subject,nor is she taking the class for a grade.What can you say about Kelly's motivation for taking the class?

A) She has a high need for power.
B) She is intrinsically motivated.
C) She has a high need for affiliation.
D) She is not serious about her career.
E) She sees that a degree in religion studies might help her advance in her job.

Question 42

It's snowing and Alice runs outside to the mailbox without her coat.She immediately shivers and gets goose bumps.This is an example of _____ behavior.

A) operant
B) consequential
C) reward
D) respondent
E) contingent

Question 43

Anna blinks her eyes whenever she looks up at the sun.This is an example of

A) respondent behavior.
B) a learned reaction.
C) behavioral contingency.
D) operant behavior.
E) the law of effect.

Question 44

When a manager evaluates employees against a predetermined standard,he or she is minimizing _______ bias.

A) central tendency
B) recency effect
C) halo effect
D) contrast effect
E) leniency

Question 45

Extrinsic rewards come from ________ and intrinsic rewards come from ________.

A) the organization; coworkers
B) the organization; the environment
C) the environment; oneself
D) the environment; society
E) oneself; the organization

Question 46

Dr.Beswick enjoys teaching college courses.She likes the salary as well as the ability to travel in summers.However,she also finds the job challenging and enjoyable.This would imply that she is working for

A) intrinsic rewards.
B) extrinsic rewards.
C) alternative rewards.
D) total rewards.
E) justice.

Question 47

_______ is the popular term for linking monetary incentives with results or accomplishments.

A) Pay for rewards
B) Pay for play
C) Pay for performance
D) Pay for incentives
E) Pay as you go

Question 48

______ is information about performance shared with those in a position to improve the situation.

A) Coaching
B) Instruction
C) Feedback
D) Monitoring
E) Measurement

Question 49

______ are the general criteria used for distributing rewards.

A) Extrinsic and intrinsic
B) Results, behaviors and actions, and nonperformance
C) Positive reinforcement, negative reinforcement, punishment, and extinction
D) Attraction, motivation, and retention
E) Financial and nonfinancial

Question 50

Dr.Slotsky is a well-liked professor.Last term,no one received less than a B in any of his courses.Dr.Slotsky may be suffering from _________ perceptual error.

A) halo
B) leniency
C) central tendency
D) recency
E) contrast effects

Question 51

Dr.Hogan carefully chose the final exams written by her best students to read first.They all received excellent grades.After these,she read the rest of the exams and graded most of them average or worse.This is an example of _________ perceptual error.

A) halo
B) leniency
C) central tendency
D) recency
E) contrast effects

Question 52

________ is a process that involves an individual comparing perceptions of his or her of performance with those of managers,subordinates,and peers.

A) Performance monitoring
B) Performance appraisal
C) Goal monitoring
D) 360-degree feedback
E) Self-assessment

Question 53

Janelle filled out a peer evaluation rating form for her teammates in her OB class.She rated everyone as a "3" or "4" on the 6-point scale.This is an example of ___________ perceptual error.

A) halo
B) leniency
C) central tendency
D) recency
E) contrast effects

Question 54

Jill is a sales representative for a large pharmaceutical corporation.According to the current compensation system,if Jill meets her target for the quarterly sales projections,she will receive a bonus equivalent to 7 percent of her annual salary.Jill is working hard to meet the sales goal so that she can buy a new car.Which of the following is regarding Jill's motivation?

A) It comes from a sense of competence.
B) It comes from a sense of progress.
C) It is a consequence of job redesign.
D) It is intrinsically motivated.
E) It is extrinsically motivated.

Question 55

The law of effect states that

A) whatever can go wrong, will go wrong.
B) behavior with favorable consequences tends to be repeated.
C) behavior with unfavorable consequences tends to be repeated.
D) garbage in, garbage out.
E) leadership affects how people perform.

Question 56

Graham's team recently completed a project,and Graham has to provide feedback to the different team members.He is nervous about doing this the right way.Which of the following should Graham avoid?

A) He should provide feedback as soon as possible.
B) He should use the feedback to punish ineffective team members.
C) He should be honest and constructive.
D) He should keep feedback relevant by relating it to existing goals.
E) He should provide specific, descriptive feedback.

Question 57

To minimize halo perceptual error,a manager should

A) record examples of positive and negative performance throughout the year.
B) be fair and realistic in evaluations.
C) define an accurate profile with both high and low points.
D) evaluate employees against a predetermined standard twice a year.
E) provide only negative or corrective feedback so employees will improve.

Question 58

Papa Bill's,a local pizza chain,institutes a new compensation policy to increase the on-time delivery of its pizzas.Drivers are paid an extra $1.00 for each on-time delivery,payable at the next pay period.However,a review of the policy showed that traffic tickets for reckless driving among delivery drivers increased by 50 percent since the new policy was introduced.Which of the following best explains why this reward system did not perform as expected?

A) The organization was unintentionally rewarding counterproductive behavior.
B) Employees viewed the $1.00 incentive as an entitlement.
C) The delay was too long between the performance and the reward.
D) The organization placed too much emphasis on monetary rewards.
E) The reward lacked an "appreciation effect."

Question 59

To minimize central tendency bias,a manager should

A) record examples of positive and negative performance throughout the year.
B) be fair and realistic in evaluations.
C) define an accurate profile with both high and low points.
D) evaluate employees against a predetermined standard twice a year.
E) provide only negative feedback in order to make employees work harder.

Question 60

Dr.Davis,an accounting professor,is concerned that he was not engaging his students as much as he would like.He asks his boss,the department chair,and two of his colleagues to sit in on one of his classes,to give him comments and suggestions for improvement.He also passes out student evaluation forms.Dr.Davis is

A) providing positive reinforcement for himself.
B) conducting a 360-degree feedback process.
C) developing an action plan.
D) creating a contrast effect process.
E) conducting research.

Question 61

__________ are the most effective schedules of reinforcement.

A) Continuous and fixed ratio
B) Fixed interval and fixed ratio
C) Variable ratio and variable interval
D) Fixed interval and variable interval
E) Fixed ratio and variable ratio

Question 62

Which forms of consequence strengthen a desired behavior?

A) positive reinforcement and extinction
B) positive reinforcement and punishment
C) positive and negative reinforcement
D) extinction and punishment
E) extinction and negative reinforcement

Question 63

CRF schedules are particularly useful when an employee is

A) missing quotas.
B) learning a new skill.
C) frequently absent from work.
D) performing far above expectations for his or her job.
E) feeling entitled to receiving a reward.

Question 64

CQZ Design started off as a small partnership of three people.Five years later,they have a staff of 18 in sales,office and production roles.One partner manages sales,another the office,and the last partner manages production.Aside from looking at their financial status,the partners don't know how to manage their employees.How can performance management help them?

Question 65

After a series of train incidents,NS&Q offered employee bonuses based on safety for the first quarter of this year.This is an example of

A) positive reinforcement.
B) negative reinforcement.
C) extinction.
D) punishment.
E) respondent behavior.

Question 66

_________ is behavior that is learned when one acts on the environment to produce desired consequences.

A) Operant behavior
B) Consequential behavior
C) Reward behavior
D) Respondent behavior
E) Contingent behavior

Question 67

Lenore has a fight with her best friend,Samantha,and doesn't want to speak to her.She unfriends her on social media.By doing this,Lenore is using _________,thereby removing consequences from an undesirable behavior.

A) extinction
B) punishment
C) negative reinforcement
D) respondent behavior
E) operant behavior

Question 68

Barbara is training her new puppy to sit on command.Every time the puppy responds correctly,he receives a treat.Barbara is using a __________ reinforcement schedule.

A) fixed reward
B) variable ratio
C) fixed interval
D) variable interval
E) continuous

Question 69

Allen makes suggestions to his boss about how the department's performance can improve.Although his boss always compliments his ideas,he never acts on them.Allen then stops making suggestions.This is an example of

A) punishment.
B) negative reinforcement.
C) positive reinforcement.
D) extinction.
E) the law of effect.

Question 70

If every instance of a target behavior is reinforced,a(n)_________ schedule is in effect.

A) positive
B) negative
C) continuous
D) intermittent
E) variable

Question 71

Which forms of consequences weaken an undesirable behavior?

A) negative reinforcement and extinction
B) negative reinforcement and punishment
C) positive and negative reinforcement
D) extinction and punishment
E) extinction and negative reinforcement

Question 72

When Jennie sees that the sun is shining brightly,she puts on sunglasses.This is

A) operant behavior.
B) consequential behavior.
C) reward behavior.
D) respondent behavior.
E) contingent behavior.

Question 73

Negative reinforcement is

A) strengthening a behavior by contingently presenting something pleasing.
B) weakening a behavior by ignoring it.
C) weakening a behavior through contingently presenting something displeasing.
D) weakening behavior by contingently withdrawing something positive.
E) strengthening a behavior by contingently withdrawing something displeasing.

Question 74

Josh runs into heavy traffic every day while driving to work.Yesterday,he left home earlier than usual and did not run into heavy traffic.Again,today,he left earlier and avoided heavy traffic.His behavior of leaving earlier enabled him to avoid heavy traffic and reach the office on time.In which of the following processes did Josh engage?

A) positive reinforcement
B) extinction
C) punishment
D) negative reinforcement
E) intermittent reinforcement

Question 75

Polly works as a bartender.A few people wave money at her so that she will serve them first.She finds this to be rude and,so,either ignores them or serves them last.People realize that Polly serves the people who wait politely first,and much of the rude behavior stops.Polly used the model of

A) positive reinforcement.
B) negative reinforcement.
C) variable ratio reinforcement.
D) extinction.
E) shaping.

Question 76

Philip got an e-mail from his supervisor with compliments and praises for his work over the past few months.This is an example of a __________ schedule of reinforcement.

A) continuous
B) fixed ratio
C) variable ratio
D) fixed interval
E) variable interval

Question 77

Organizations typically rely on __________ schedules,such as hourly wages and annual reviews and raises.

A) continuous
B) fixed interval and fixed ratio
C) variable ratio and variable interval
D) fixed interval and variable interval
E) fixed ratio and variable interva

Question 78

Matt completes his assignments on time.His teacher said that she would allow extra play time to children who submit their assignments on or before the due date.Which of the following made Matt complete his assignments on time?

A) positive reinforcement
B) negative reinforcement
C) respondent behavior
D) unlearned reflexes
E) intermittent reinforcement

Question 79

Barney is late to work one morning,so he drives over the speed limit through a school zone.As a result,he gets pulled over by a police officer and receives a ticket.This scenario is an instance of

A) positive reinforcement.
B) negative reinforcement.
C) punishment.
D) extinction.
E) shaping.

Question 80

Dave Roberts is the program director at a small,family-owned gym in an affluent neighborhood.He works closely with the owner,his wife,and one other manager managing the day-to-day operations of the gym.He has an MBA from a large Midwestern university.The program director's main job is to oversee the front staff of the gym,which ranges from five to seven people,all part-timers.Dave and the owner get along,but they have different views on performance management.