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MGMT First Exam Friday March 7, 2014 Short Essay Questions Four will be on the exam @10pts each

One will be a bonus question @5pts 1) List and explain the common decision biases or errors. Name four strategies for reducing biases and errors. Focus on Goals Look for information that disconfirms your beliefs Don't try to create meaning out of random events Increase your options 2) Discuss the Affective Events theory. This theory states that events that take place in the work place can have both a positive and a negative effect of peoples work habits. If the person is not emotionally stable then this can lead to strong reactions to negative events. People with high emotion stability it can end up affecting them either way depending on their current mood. These events can create events that can be seen as hassles or can be uplifting or even both. 3) Briefly describe the five key traits in the Big Five Personality model. Extraversion- comfort levels with relationships o These people tend to be happy about their job and very open to other people and their opinions. Assertive and sociable o Introvert is opposite Agreeableness- deference towards others o High scores are trusting while low scores are cold and cut off Conscientiousness- reliability o High scores are responsible and organized/ dont take risks o Low scorers are distracted and unreliable Emotional stability- how someone handles stress o High = self-confident and secure o Low = anxious and depressed Openness to experience- range of interests o High= creativity and curiosity o Low= people content with current surroundings 4) Discuss the emotional labor experienced by a customer service executive. Explain how a worker's emotional state can affect customer service and customers. Reference the following factors in your discussion: felt emotions, displayed emotions, surface acting, deep acting, and emotional contagion. Felt emotions- what a person feels Displayed emotions is what a person looks like they are feeling Surface acting- hiding the real emotion by portraying no emotion Deep acting- trying to change the way that you feel about something base on others reactions

Emotional contagion- when you feel what others are feeling about a certain event or action

5) Compare and contrast the four ways that employees can express job dissatisfaction. Exit- in this instance the people will leave the organization Voice- this involves the person trying to cope and deal with the situation at hand Loyalty- this involves waiting for the conditions to improve trusting in the company Neglect- this is ignoring the problem and in most cases letting it get worse 6) What is Selective Perception? Use illustrations in your answer. This allows us to speed read other people and make quick decisions about them. halo effect is drawing assumptions from one or few characteristics about someone to paint the bigger picture of who they are. One main problem with this is stereotypes and this can lead to false assumptions about people and come back to hurt us later on.

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