Organizational Behavior
Mock Exam
Course Introduction
Organizational Behavior explores the dynamics of individual and group behavior within organizations, examining how people interact, make decisions, and influence each other in a workplace setting. The course covers foundational theories and concepts such as motivation, leadership, communication, power, conflict, and organizational culture. Students will analyze real-world cases to understand how behavioral science is applied to improve organizational effectiveness, employee satisfaction, and change management. By the end of the course, learners will develop critical skills for diagnosing organizational problems and creating strategies to enhance performance and collaboration.
Recommended Textbook
Human Relations Strategies for Success 5th Edition by Lowell Lamberton
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Chapter 1: Human Relations: a Background
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Sample Questions
Q1) In Weber's model, called ____, each person had specific duties and responsibilities that were to be assigned on the basis of ability and talent only.
Answer: bureaucracy
Q2) The study of human relations has two goals: personal development and growth, and ____.
A)manipulation of human behavior
B)achievement of an organization's objectives
C)finding quick fixes for personal problems
D)finding a cure-all for organizational problems
Answer: B
Q3) Based on the results of the Hawthorne Experiment, Elton Mayo found that the relationships that had formed naturally in the workplace made up what he called the _____ organization.
Answer: informal
Q4) Group dynamics is defined as the positive consideration or regard that two people have for each other.
A)True
B)False
Answer: False
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Chapter 2: Self-Concept and Self-Esteem in Human Relations
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Q1) _____ is the confidence an individual has in his or her ability to deal with problems when they occur.
Answer: Self-efficacy
Q2) What did Alfred Adler discover about conditional positive regard?
Answer: Adler believed that the main motivation for everything people do, including efforts toward a successful career, is to get away from a deep childhood-based feeling that they are not as good as they should be-that they are not perfect. "In comparison with unattainable ideal perfection," he wrote, "the individual is continuously filled by an inferiority feeling and motivated by it."
Q3) How does a person with high self-esteem perform at his or her workplace?
Answer: A person with healthy self-esteem will be open and ready for new experiences. On the job, this readiness translates into usefulness and adaptability. When they tackle problems, they tend to be more objective and constructive. They can more readily accept their co-workers and take criticism from others in their work team.
Q4) The _____ self is the self that you assume others see when they look at you.
Answer: looking-glass
Q5) _____ is the way you honestly feel about yourself.
Answer: Self-image
Page 4
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Chapter 3: Self-Awareness and Self-Disclosure
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Q1) People pull back from self-disclosure because:
A)it allows them to get to know themselves and others around them better.
B)they want to develop a sense of self-awareness that requires them to spend time in solitude.
C)many people learn very early to shut away large parts of themselves in the hidden pane.
D)they are often unaware of the qualities and hidden talents that they possess.
Answer: C
Q2) John Powell believes that silence tends to promote involvement only in _____ relationships, which have little benefit for the individual or company. Answer: fraudulent
Q3) Do peak communications happen regularly? Provide examples of instances that may trigger them.
Answer: A peak communication experience does not occur very often. Such experiences can be triggered by unexpected events. For instance, a death in the family, winning the lottery, or experiencing an automobile accident could all create similar responses in how you communicate with others. In cases like these, self-disclosure is often not a choice, but an automatic response.
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Chapter 4: Attitudes and Values in Human Relations
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Q1) Which of the following best exemplifies organizational citizenship behavior?
A)The management at Azalea Florists offers extra bonuses to all employees who volunteered for the community marathon for health awareness.
B)Pam, a new employee at Azalea Florists, requests the HR manager for detailed information on the leave and health benefits in order to organize her plans for the year.
C)Zelda, the accounting head at Azalea Florists, teaches English to some of her Spanish-speaking colleagues who find it difficult to manage English-speaking customers.
D)Earl Young, the new HR manager at Azalea Florists, suggests that a crèche be opened within office premises to help employees with young children.
Q2) Instrumental values are more likely to maintain a high priority throughout your life as compared to terminal values.
A)True
B)False
Q3) When people refer to attitudes, they are referring to values.
A)True
B)False
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Chapter 5: Motivation: Increasing Productivity
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Q1) _____ proposed the two-factor theory that describes two forces: hygiene and motivators.
Q2) To be truly motivated means feeling a desire to do whatever task needs to be accomplished to reach a goal or purpose.
A)True
B)False
Q3) According to the reinforcement theory, what kind of rewards should a manager use when trying to motivate employees?
Q4) Which of the following is true of high achievers and low achievers?
A)People with a high need for achievement consider high-risk and no-risk situations as a waste of time.
B)People who are driven by a high need for achievement would prefer high-risk situations that have little chance of success.
C)People with a low need for achievement are motivated by the expectation of success.
D)People with a low need for achievement prefer moderate-risk situations that are more likely to guarantee success.
Q5) Explain a criticism against behavior modification model.
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Chapter 6: Communication and Human Relations
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Q1) Which of the following is an example of a regulator gesture?
A)Pointing the way down the street when giving directions
B)Raising a hand in a class to get the instructor's attention
C)Pounding one's fist on a table
D)Peace signs used by war protesters
Q2) According to ____, one of the first scholars to study nonverbal communication, showing a speaker's attitudes and emotions is one of the functions of nonverbal messages.
Q3) The main cause of selective listening is ____.
Q4) _____ can be defined as the giving and receiving of ideas, feelings, and information among people.
Q5) A major cause that underlies poor listening habits is that most people from childhood are taught that listening requires energy, attention, and organization.
A)True
B)False
Q6) The " ______ curve of forgetting" shows that we remember less than half of what we've heard after an hour and about one-fourth after a week.
Q7) How do red flag words affect listening?
Page 8
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Chapter 7: People, Groups, and Teams
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Q1) Which of the following best describes hidden agendas?
A)Individual members' secret agendas that are indirectly in line with a group objective
B)Discreet agendas, whose fulfillment lead to accomplishment of the group objective
C)Norms that a group member discreetly conforms to but opposes it publicly
D)Individual members' secret wishes, hopes, desires, and assumptions that are hidden from their group
Q2) What needs do people try to fulfill by joining groups?
Q3) _____ is a type of mistaken thinking that results from groups "getting along too well."
Q4) What is conformity? Why do groups conform?
Q5) Which of the following statements is true about status?
A)It comes from a variety of different sources.
B)It is the ability of an individual to avoid pressure or rejection by the rest of the group.
C)It is the control of an individual over group think.
D)It can kill creativity and discourage people from saying what is really on their minds.
Q6) _____ is acting in coordination and agreement with one's group.
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Chapter 8: Achieving Emotional Control
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Q1) One of the common characteristics of all games is that they provide a payoff of some kind to at least one of the players.
A)True
B)False
Q2) A game in which one person tries to trap the other in a mistake, a lie, or some other type of negative situation is known as a _____ game.
A)"harried"
B)"now I've got you"
C)"wooden leg"
D)"my excuses are better than yours"
Q3) In the context of transactional analysis, which of the following is a characteristic of "games"?
A)First-degree games are most damaging.
B)Games do not provide any payoffs to any of the parties involved.
C)Games involve at least one insincere statement.
D)Games are based on emotionless attitudes.
Q4) Negative game playing can hurt positive relationships.
A)True
B)False
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Chapter 9: Individual and Organizational Change
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Q1) In the context of the process of personal change, the _____ is a transition phase in which uncomfortable feelings of "helplessness" and "bottoming out" may take place before recovery begins.
Q2) Which of the following steps occurs in the "beginnings" phase of dealing with personal loss?
A)Emotional standstill
B)Denial
C)Bottoming out
D)Experimenting
Q3) The Lewin change model contains three steps: the beginnings, the neutral zone, and the endings.
A)True
B)False
Q4) In the context of adjusting to personal changes, slipping backward to an earlier stage of growth is referred to as ____.
Q5) The major problem with getting organizational change to take place is nearly always the same: technology barrier.
A)True
B)False
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Chapter 10: Creativity and Human Relations
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Q1) According to Csikszentmihalyi, what is the difference between creativity with a big "C" and creativity with a small "c?"
Q2) What are the rules applied in the second session of the brainstorming?
Q3) Collective habits of thought typically increase curiosity in groups.
A)True
B)False
Q4) Creativity is best described as:
A)a practice of turning an irrational belief into an imagined disaster.
B)a type of spontaneous group discussion to help find multiple solutions to problems.
C)the ability to come up with original and effective solutions.
D)the process of changing behavior because of a reward or lack of a reward.
Q5) The nominal group method of group creativity discourages individual creativity within a group framework.
A)True
B)False
Q6) How do managers kill creativity at the workplace?
Q7) _____ is spontaneous and free-flowing, without constraints, and typically results in many new ideas rather than one solution to a problem.
Page 12
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Chapter 11: Conflict Management
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Q1) What are the common aspects involved in all types of conflicts?
Q2) In the arbitrary approach of conflict resolution, a conflict manager decides which side is right and which is wrong, then considers the issue to be resolved.
A)True
B)False
Q3) A person with a(n) _____ style of conflict management opens communication channels and learns about what issues each party feels are most important.
Q4) A potential solution to "negotiation-of-selves" conflict is to build positive and stable self-concept.
A)True
B)False
Q5) How would a compromiser deal with conflicts?
Q6) Values conflicts tend to focus on disagreements over what a statement or concept means.
A)True
B)False
Q7) Working with and managing the _____ require a special capacity for patience and good will.
Page 13
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Chapter 12: Stress and Stress Management
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Q1) Which of the following theories developed by Hans Selye tested the physical effect of stress on people?
A)The type A/type B personality theory
B)The cognitive appraisal concept
C)The operant conditioning concept
D)The general adaptation syndrome
Q2) According to Hans Selye's general adaptation syndrome theory, in which of the following ways does the body react in the stage of adaptation?
A)There is a sudden rush of adrenaline in the blood stream.
B)The sympathetic nervous system shuts down and the parasympathetic nervous system is activated.
C)The heart rate, blood pressure, and respiration shoot up at this stage.
D)The body restores lost energy and repairs any damage done.
Q3) According to the type A and type B personality theory, why are type A people more likely to have health issues?
Q4) Eustress is the kind of stress you are likely to feel when going through a divorce.
A)True
B)False
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Page 14
Chapter 13: Your External and Internal Customers
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Q1) When faced with an angry customer, cutting the customer off typically proves to be beneficial.
A)True B)False
Q2) Customer complaints should be encouraged as they inspire improvements to service.
A)True B)False
Q3) How should a person treat a customer who is not interested in purchasing any product but just wants to be noticed? Substantiate your response.
Q4) Two of the simplest principles of customer service include:
A)Create needs in your customers; Try to satisfy those needs.
B)Sell the product first; Explain how the product benefits the customer.
C)Prepare the idea for a service; Find a customer to fit the service.
D)Find out what the customer needs; Do whatever is necessary to satisfy those needs.
Q5) List a few unethical things cited by Christopher MacDonald that are done by front-line service representatives.
Q6) List three basic human needs that all customers share.
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Chapter 14: Human Relations in a World of Diversity
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Q1) Define self-fulfilling prophecy.
Q2) Which of the following statements is true of ethnocentrism?
A)Ethnocentrism is a cognitive source of prejudice.
B)It is the belief that people belonging to all ethnic groups are normal.
C)It is the belief that other ethnic groups are more normal than one's ethnic group.
D)The phenomenon of ethnocentrism is not always intentional.
Q3) Ethnocentrism is the belief that:
A)one's ethnic group is more normal than others.
B)people belonging to the poorer sections of the society are lazy and worthless.
C)other ethnic groups are more normal than one's ethnic group.
D)people who do not belong to ethnic groups are more normal than those who belong to ethnic groups.
Q4) Which of the following is true about discrimination?
A)Racism is the discrimination based on gender.
B)Male chauvinists discriminate against male employees.
C)Racial discrimination is prejudice toward people who are poorer or wealthier than you.
D)Ethnocentrism stands as an obstacle in overcoming racial prejudices.
Q5) _____ are your thoughts or beliefs about specific groups of people.
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Chapter 15: Business Ethics and Social Responsibility
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Q1) Research by social scientists shows that many people change their ethical standards between home and work.
A)True
B)False
Q2) The values and customs of countries other than those of the western developed world are inferior, primitive, or degraded.
A)True
B)False
Q3) The _____ is an ethical philosophy that holds that all decisions should be consistent, unbiased, and based on fact.
A)principle of justice
B)principle of utilitarianism
C)principle of individualism
D)principle of relativity
Q4) The principle of utilitarianism means making decisions that promise to do the greatest good for the largest number of people.
A)True
B)False
Q5) Briefly discuss the ethical challenges of the Internet.
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Chapter 16: Maintaining Workplace Health and Success
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Q1) _____ are those things you decide to work for after developing a life plan for the future.
Q2) Which of the following steps is NOT recommended for improving the morale of your workplace?
A)Don't relax on individual and group accountability.
B)Let everyone in the company know "what's in it for them?"
C)Monitor and control communication between employees, among departments, and within teams.
D)Get everyone in the organization involved in goal setting, both individually and collectively.
Q3) _____ is the inability to control one's betting habit.
Q4) Low self-esteem or insecurity is one of the reasons for self-sabotage. A)True B)False
Q5) Explain how responsibility forms an important part of self-discipline.
Q6) Making use of a _____ enables us to examine our time effectiveness in an ongoing process.
Q7) How is task maturity related to productivity?
Q8) Define productivity.
Page 18
Q9) Planning too many activities into one time slot leads to _____ of time.
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Page 19