NAME:

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SECTION A : MULTIPLE CHOICE QUESTIONS (10 MARKS)

1) ________ differences between people represent deep-level diversity.

A) Race

B) Age

C) Ethnicity

D) Gender

E) Personality

2) The management at Climate Action Development needs to recruit campaign managers for its Renewable Energy Project. They are looking for candidates who are assertive, extroverted, and who can tackle challenges head-on. Which of the following deep-level characteristics should they focus on to best help them recruit the right candidate for the job?

A) race

B) age

C) ethnicity

D) gender

E) personality

3) Which of the following is the most likely reason why employers should employ older workers?

A) They adjust to new technology promptly.

B) Older workers have extensive work experience.

C) Older workers are flexible and learn quickly.

D) They have shorter tenures and hence lower pension benefits than younger workers.

E) The rates of unavoidable absences are lower than those of younger workers.

4) ________ refers to evaluative statements or judgments concerning objects, people, or events.

A) Attitude

B) Behavior

C) Appearance

D) Demeanor

E) Performance

5) Janice Hartley works as a writer at a fashion magazine in New York. She was recently asked by her editor to write an article on "10 must-haves for the autumn season." Her editor has now sent back the article saying it is not interesting enough to hold the attention of the reader. Janice is upset and disappointed about the feedback. Which component of an attitude is represented in this scenario?

6.) Which of the following statements is an example of the behavioral component of an attitude?

A) I have decided to apply for the position of a campaigner in the climate department.

B) I am thrilled to know that the human resource department is looking for a climate campaigner.

C) The position of a climate campaigner is challenging and interesting.

D) The position of a climate campaigner will allow me to explore my skills as a campaigner.

E) I think the position of a climate campaigner involves extensive travel.

7) Any incompatibility between two or more attitudes or between behavior and attitudes results in ________.

A) organizational dissonance

B) cognitive dissonance

C) attitudinal clarification

D) positivity offset

E) affective reactance

8) Which of the following, if true, would most strengthen the argument that Sonia is experiencing cognitive dissonance?

A) She believes that cosmetics help boost women's self-confidence.

B) She believes that testing products on animals is an unethical practice.

C) She majored in pharmacology as part of her master's degree program in college.

D) She recently received a positive performance review from her supervisor.

E) She is confounded by the fact that the cosmetic industry rakes in almost $7 billion annually.

9) Employees with ________ strongly identify with and care about the kind of work they do.

A) high job involvement

B) high cognitive dissonance

C) low psychological empowerment

D) low organizational commitment

E) high emotional contagion

10) In her work in the publishing industry, Vera Loranzo seeks out new authors who she considers promising. In the past two years, she has found a number of new writers whose work she thought was exceptional and immersed herself in the task of helping them shape their manuscripts for submission to her managers for publishing. Although she was extremely proud of the results, none of the authors she worked with were chosen for publication. After learning about her management's decision, she is extremely frustrated and is beginning to resent the job she does. However, she knows there is nothing she can do and continues working because of the good perks and salary benefits the job offers. How can Loranzo's job attitude be best described?

A) low job involvement

B) low job satisfaction

C) high psychological empowerment

D) high positivity offset

E) low emotional contagion

SECTION B

Question 1

Explain organizational behavior and justify why knowledge of organizational behavior is important for managers. (4 marks)

Question 2

Alana Gore works as a campaign manager at a nonprofit organization in Manhattan. She was recently asked by her supervisor to give a presentation on the progress of the ongoing climate campaign. However, throughout the presentation, her colleague Kelly Simmons interrupts her by asking irrelevant questions. In addition, she tries to insult her by constantly criticizing key findings and objectives achieved. Though Gore initially tried to be patient, she eventually loses her cool and retorts back, asking her to keep her questions and clarifications for the end of the presentation.

1. Differentiate between emotion and mood (2 marks)

2. Based on the above excerpt, explain gores reaction towards Kelly and Explain whether his reactions are an emotion or mood. (2 marks)

Question 3

Explain emotional labor and Discuss how a worker's emotional state can affect customer service and customers. (4 marks)