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Exam 6: Performance Management

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Question 41

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Justine purchases a T-shirt from Yours Truly Products,an online store.When she receives it,the design is off-center and the seams are loose.She decides never to order from Yours Truly again.Explain Justine's behavior and response in terms of contingent consequences.

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Justine sees the defects in the shirt as...

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Question 42

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________ 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

F) A) and B)
G) C) and D)

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Question 43

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

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

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

Sales quotas and piecework are best measured using ________ goals.

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. n an effort to increase revenue and motivate the part-time workers,the owner tends to propose monthly sales goals at random to the staff.There is no clear standard for setting these goals,which results in them sometimes being too low and other times impossible.He also sets the same goal for each employee regardless of their experience or tenure at the company.The owner also does not believe in giving employees a bonus beyond their regular pay.He thinks that the better than average salary coupled with free use of the gym is enough to generate employee engagement and motivation.The company has a hard time retaining staff.In fact,the gym had a 40 percent turnover this past year,which is why the owner hired Dave. Dave thinks employees should have one set of goals that are established at the beginning of the year.Dave also does not like the ad-hoc approach toward giving performance feedback.If feedback was given at all on the progress made toward attaining the owner's goals,it was usually negative and seldom included solutions or suggestions for correcting the issues that were hindering the staff.The company has not provided any performance management training to managers or employees.In terms of recognition,the owner reacts harshly toward the managers and employees when his random goals are not being met. Dave is wondering what he should do about the situation.Should he approach the owner and propose changes in performance management,or should he just make the changes himself? Using the 3-Step Problem-Solving Approach and the Organizing Framework,identify the problem in this case and present a recommendation.

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.

When monitoring performance,Frank watches all of the following except

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

Identify and define the two basic types of rewards.Give examples of each from your own experience.

Which forms of consequence strengthen a desired behavior?

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?

______ goals are most relevant for knowledge work.

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.

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

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.

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

CRF schedules are particularly useful when an employee is

Frances and Terry are friends who work together.Frances is married with two children; Terry is single.Frances is always asking Terry to cover for her,so she can leave work a bit early.Terry is getting resentful and feels that Frances is taking advantage of her.She becomes short-tempered and stops covering for Frances.Frances apologizes and resolves to better manage her time.This is an example of the law of effect.Explain the details of the law of effect.Why is this important to managers?