BEHP 5017 Flashcards
1
Q
The fundamental goal of performance management is …
A
to bring out the best in people
2
Q
Science is a systematic approach to the understanding of _______ _________
A
natural phenomena
3
Q
Operant conditioning was first advanced by ______
A
Skinner, 1938
4
Q
In behavior analysis, there are 2 primary ways of determining cause and effect:
A
- reversal designs
2. multiple baseline designs
5
Q
All organizational results are the product of ______ ______
A
human behavior
6
Q
Deming’s 4 categories of process variance are: M____, M______, M______, and M_______
Many organizations approach problems by trying to control variance in the first three.
A
Materials
Machinery
Methods
Manpower
7
Q
Performance consists of a ______, one or more ______, tasks, and _______, which are combined to produce a specific accomplishment.
A
situations, behaviors, results
8
Q
The accomplishment is anything to which you can assign a ______
A
value
9
Q
A state is a static condition that exists as a result of _______
A
behavior (Putting on safety glasses is a bx, wearing safety glasses is a state)
10
Q
A ______ is a static condition that exists as a result of behavior
A
state (Putting on safety glasses is a bx, wearing safety glasses is a state)
11
Q
Which method is interested in employee performance and behavior safety? OBM, I/O, or OB?
A
OBM
12
Q
Which method is interested in hiring selection criteria and legal issues? OBM, I/O, or OB?
A
I/O
13
Q
Which method is interested in employee diversity and politics? OBM, I/O, or OB?
A
OB
14
Q
I/O stands for ______
A
Industrial and Organizational Psychology
15
Q
Pinpoints should be _______, ________, and ________
A
observable, measurable, and reliable
16
Q
Always tie behavior to ________
A
results
17
Q
Pinpoints can be ______ or _______
A
behavior or results
18
Q
BARS stands for …
A
Behaviorally Anchored Rating Scale
19
Q
The most common dimensions measured in OBM are (4):
A
- Quantity
- Quality
- Cost
- Timeliness
20
Q
PIP stands for …
A
Potential for Improving Performance
21
Q
OBM quality measures include: A______, C____, and N______
A
Accuracy, class, and novelty
22
Q
OBM quantity measures include: F______ and R____
A
Frequency, rate
23
Q
OBM cost measures include: L____, M______, and M_______
A
Labor, materials, management
24
Q
A behaviorally anchored rating scale is a _______ measure
A
quality
25
A PIP is useful for selecting _______ or ______ that that require improvement
pinpoints, groups
26
Which data collection system allows objective evaluation of all job elements? (checklist, point system)
point system
27
Point focus must focus on _____ ________
work outputs
28
Checklists can be used as a ____ ____ and to confirm _______ of a task
job aid, completion
29
IOA should ideally be collected on at least _____ of data
33%
30
The extent to which two independent but simultaneous measurements agree is a check of ________
reliability
31
A _____ describes both behavior and results
task
32
A ______ can be measured after the behavior occurs (without the performer present)
result
33
Three components of result pinpoints are:
1) the ________ of change
2) the _____ of ______
3) the ___________
1) direction
2) units of measure
3) pinpoint itself
34
The direction of change should always be an _______ in some result
increase
35
Four components of a behavior pinpoint are:
1) a______
2) o______
3) c_______
4) c_______
1) action
2) object
3) condition
4) criteria
36
The action component of a behavior pinpoint should be a ______ ________ that is observable
physical movement
37
The condition component of a behavior pinpoint tells the performer _____ to do the behavior
when
38
The criteria component of a behavior pinpoint tells the performer when to _____ the behavior
criteria
39
The _______ component of a behavior pinpoint tells the performer when to do the behavior
condition
40
The _______ component of a behavior pinpoint tells the performer when to stop the behavior
criteria
41
The _______ component of a behavior pinpoint should be a physical movement that is observable
action
42
The ______ component of a behavior pinpoint states what is being acted upon
object
43
All behavior pinpoints must include at least an ______ and _______
action, object
44
List the 4 areas of emphasis in OBM
Performance management
Behavior based safety
Performance based pay
Behavioral systems analysis
45
Name the area of OBM that analyzes the organization outside the 3-term contingency
Behavioral systems analysis
46
Name the area of OBM that uses metrics and scorecards
Performance based pay
47
Name 2 barriers to measurement in OBM
time constraints
| resistance from employees
48
The formula for PIP is _______ performance over mean ______ performance
exemplar, typical
49
Name 4 methods for doing preference assessment with employees
- ask employees
- observe employees
- survey
- ranking assessment
50
A mission is the _______ an organization or job exists
reason
51
A_____ is the reason an organization or job exists
mission
52
Missions should describe pinpointed _______, not pinpointed __________
results, not behaviors
53
List 5 criteria for determining job mission
| Gilbert, 1978
```
Accomplishment
Control
Overall Objective
Reconcilable
Numbers
(Gilbert, 1978)
```
54
ACORN Test for Determining Job Mission:
| Accomplishment - It is a ______, not a ________
result, behavior
55
ACORN Test for Determining Job Mission:
| Control - The ________ has the predominant influence over the accomplishment
performer
56
ACORN Test for Determining Job Mission:
| Overall Objective - The accomplishment represents the ______ ______ for the job's existence
major reason
| not just one of several objectives for the job
57
ACORN Test for Determining Job Mission:
| Reconcilable - The accomplishment must have _______ _______ with the requirements of other jobs
minimal conflict
58
ACORN Test for Determining Job Mission:
| Numbers - It must be possible to generate ________, ___________ data to measure the accomplishment
practical, cost-effective
59
If you have supervisors who can be successful when employees are not, you will have constant _______ and _______ problems
productivity, morale
60
```
ACORN Test for Determining Job Mission:
Numbers - list 3 considerations for selecting measures
- Is the measurement ________?
- Does the measurement have ______?
- What is the ______ of measurement?
```
- meaningful
- validity
- cost
61
Reliability refers to the degree to which ...
2 or more people get the same number when measuring a performance
(but high reliability does not equal validity)
62
Validity refers to the extent to which ...
the data reflect what was intended to be measured
63
"20% of employee behaviors produce 80% of the results" - This is known as _______ ______
Pareto's Law
64
SPC (in OBM) refers to ______ ______ ______
Statistical Process Control
65
Statistical Process Control is used to separate _______ in the process from _______ in the behavior of the performer
variance, variance
66
When measuring quality, _______ refers to measuring degree of conformity to the standard or true value (e.g., a decrease in errors).
accuracy
67
When measuring quality, _______ refers to measuring the comparative superiority of a product or accomplishment (e.g., design, materials, color, phrasing, expression) - the way something is done/made.
class
68
What type of quality measurement would be used to measure customer service behaviors related to attitude ?
class (pinpointed bxs re: how the task is done)
69
When measuring quality, _______ refers to unusual or unique aspects of a performance - the degree to which new or unusual combinations or variations are used.
novelty
70
Performance cost is determined by measuring the cost of ________ that add value to the raw material.
behaviors
71
Name the 3 sub-divisions of performance cost:
labor, material, managment
72
Name 2 common measurements of quantity in OBM settings
frequency and rate
73
Name the 2 major measurement methods in OBM
Counting and Judgment
74
List 4 techniques used in making judgments about performance:
1. opinion-based ranking
2. opinion-based rating
3. criteria-based ranking
4. criteria-based rating
75
A performance matrix is a _________ of BARS, checklists and counts that covers all aspects of a job
performance matrix
76
To train employees to self-monitor, first reinforce _________ data, then reinforce ________ recording, and finally reinforce _________
recording, accurate, performance
77
Which OBM measurement system is most objective and should be preferred?
counting
78
List 4 items included on a performance feedback graph
labels, baseline, intervention, goal
79
When attention follows problems, problems _______
increase
80
A PIC/NIC Analysis is not a ______ analysis
scientific
81
A small, ________ consequence that is certain to occur is more powerful than very large positive or negative consequences that are ________ or uncertain.
immediate, future
82
PIC/NIC Analysis: PIC stands for ...
Positive, immediate, certain
83
PIC/NIC Analysis: NIC stands for ...
Negative, immediate, certain
84
PIC/NIC Analysis: PFU stands for...
Positive, future, uncertain
85
PIC/NIC Analysis: NFU stands for...
Negative, future, uncertain
86
When people learn which elements/stimuli in their environment predict desired consequences and which do not, they have learned _______ _________
stimulus discrimination
87
An aversive stimulus which, when removed, strengthens the future probability of a response
Negative reinforcer
88
The process of removing an aversive stimulus that strengthens the likelihood of a future response
Negative reinforcement
89
The process of presenting an aversive stimulus that suppresses (stops) behavior, at least temporarily
Punishment
90
Any event that when following a behavior suppresses (stops) it
Punisher
91
Removing something valued or desired resulting in a decrease in the behavior it follows
Penalty
92
Name the two kinds of performance problems identified by Mager and Pipe (1997)
can't-do and won't-do
93
Biologically important reinforcers such as food, water and sleep are also called ______ ________
primary reinforcers
94
Neutral stimuli that do not have biological importance but have been paired with other reinforcers are called _________ ___________
secondary reinforcers
95
Any desired effect or change that your behavior produces in the environment, without requiring interaction with another person, is a _______ reinforcer.
natural
96
A consequence provided by one person to another than increases the frequency of the other person's behavior is a ________ __________
social reinforcer
97
The most common type of reinforcement in PM settings is _________
social
98
List 4 characteristics of behavior undergoing extinction
1. extinction burst
2. emotional behavior
3. habit breakdown (variability)
4. resurgence
99
_________ is information about performance that allows a person to change his behavior.
Feedback
100
Feedback must be combined with a ________ if behavior change is to take place.
consequence
101
Performance feedback must serve 2 functions:
1. tell you where you stand relative to some ______
2. what to do to _______
target, improve
102
List 10 characteristics of effective feedback:
1. ________ information
2. Information on a performance the person _______
3. __________ following the performance, if not during
4. ___________
5. ______ __________ when possible
6. If not (5), delivered by the ________ _______ _______
7. Focused on __________
8. Easily understood
9. ___________
10. Used as an _________ to __________
1. specific information
2. performance the person controls
3. immediately
4. individualized
5. self-monitored
6. person in charge
7. improvement
8. easily understood
9. graphed
10. antecedent to reinforcement
103
The optimal timing of feedback to establish a new behavior is ________ ________ the next opportunity to respond
Immediately before
104
Give _______ feedback after the performance and _______ feedback before the next performance
positive, corrective
105
PDC stands for ...
Performance Diagnostic Checklist
106
Use ________ feedback to increase desired behavior
positive
107
Use ________ feedback to increase desired behavior and decrease undesired behavior
constructive
108
List 4 characteristics of effective reinforcers (CARE)
Controllable (manager has direct control, won't be overruled)
Available
Repeatable
Efficient (costA -effective)
109
A ______ _______ is any interaction between people that increases behavior or performance.
social reinforcer
110
A _______ ______ is any economically valuable object that is present contingent on a behavior, that results in an increase in the frequency of that behavior.
tangible reinforcer
111
A tangible delivered contingent on some behavior is a ________. A tangible delivered some time after the performance is a _________.
reinforcer, reward
112
When delivering a tangible reinforcer, always provide _______ reinforcement along with it
social
113
You reinforce _______ and reward ________
behaviors, results
114
Fixed interval schedules produce a scalloped or _____ ____ _____ pattern of responding
break and run
115
In FI schedules, the _______ the interval, the ______ the performance
longer, lower
116
Given an equal number of reinforcers, _____ _____ schedules generate the lowest level of responding
fixed interval
117
A VI schedule produces a _______ but ______ response rate
low to moderate, but very steady
118
VI schedules are appropriate for any job where ______ and ______ are more important than speed
patience, vigilance
119
___ schedules can produce all-or-nothing responding
Fixed ratio (pause after reinforcement, followed by high rate bx)
120
A _____ schedule generally produces the highest response rate overall
Variable ratio
121
The term "high and steady rate" is associated with _____ schedules
Variable ratio
122
_____ schedules are sometimes associated with enthusiasm and excitement
Variable ratio
123
List 3 organizational challenges where a knowledge of reinforcement schedules is vital:
1) _________ productive performance
2) _________ problem behaviors
3) _________ high performance
increasing, decreasing, maintaining
124
If you want a behavior to occur only at a specific time, use a ______ ______ schedule
fixed interval
125
If you want vigilant or precise behavior, use a _______ ______ schedule
variable interval
126
Performance under FI schedules can be improved somewhat by _______ the ________ of reinforcement
shortening the interval (e.g. using daily deadlines)
127
_________ chaining puts the performer in contact with the natural reinforcer sooner than ______ chaining
backward, forward
128
The most important reason for setting goals is creating additional opportunities for _____________
reinforcement
129
Goals are ___________ for performance
antecedents
130
Goals do not consistently produce improvement unless they are paired with _________
reinforcement
131
A goal should be both _________ and __________
challenging, attainable
132
Using punishment sets up _______ as a possible reinforcer
revenge
133
Adapting to punishment is known as __________
habituation
134
________ is to punishers and penalties, as _______ is to positive and negative reinforcers
Recovery; extinction
135
List 3 ways to decrease unwanted behavior in OBM settings
Extinction, correcting, differential reinforcement of alternative behavior
136
Managers hold people __________; leaders inspire people to feel __________
accountable, responsible
137
The mission statement is the ______ ______ of the organization
ultimate goal
138
Focusing too much on an activity and not on the ultimate mission is termed an ________ _______
activity trap
139
Losing sight of the purpose of the organization can be called ___________ __________
organizational myopia
140
Reinforcement should be tied to ________-related behavior
mission
141
The key for new initiatives is to change the _________ of _________
allocation of reinforcers
142
When introducing new initiatives, Geller (2002) suggests providing _________ for requests, involving employees in _________, and offering ________.
rationale, decisions, choices
143
List the 3 ethical questions suggested by Cooper, et al.
What is the right thing to do?
What is worth doing?
What does it mean to be a good behavior analyst?
144
List the 6 guiding principles in the ISPI Code of Ethics:
- add _______
- __________ practice
- c___________
- continuous __________
- i_________
- uphold ____________
- add value
- validated practice
- collaboration
- continuous improvement
- integrity
- uphold confidentiality
145
A cost that a corporation's action imposes on society is termed an _____________
externality
146
Which OBM study reduced shortages in a retail store?
- Rohn, Austin, and Lutrey (2002)
- Goomas (2012)
- Cook and Dixon (2005)
- Rodriguez (2011)
- Slowiak et al. (2005)
Rohn, Austin, and Lutrey (2002)
147
Which OBM study reduced picking errors at a distribution center by switching to automated scans?
- Rohn, Austin, and Lutrey (2002)
- Goomas (2012)
- Cook and Dixon (2005)
- Rodriguez (2011)
- Slowiak et al. (2005)
Goomas (2012)
148
Which OBM study used a lottery system to increase paperwork completion in a human service organization?
- Rohn, Austin, and Lutrey (2002)
- Goomas (2012)
- Cook and Dixon (2005)
- Rodriguez (2011)
- Slowiak et al. (2005)
Cook and Dixon (2005)
149
Which OBM study used a scorecard and feedback to reduce days sales outstanding?
- Rohn, Austin, and Lutrey (2002)
- Goomas (2012)
- Cook and Dixon (2005)
- Rodriguez (2011)
- Slowiak et al. (2005)
Rodriguez (2011)
150
Which OBM study used job aids, goal setting and feedback to increase customer satisfaction scores at a medical clinic?
- Rohn, Austin, and Lutrey (2002)
- Goomas (2012)
- Cook and Dixon (2005)
- Rodriguez (2011)
- Slowiak et al. (2005)
Slowiak et al (2005)
151
_________ _________ is something about a work environment that produces harm to an employee
Occupational stress
152
List 5 effects of occupational stress:
- increased ________
- h________
- d________
- physical _______
- increased ________ ________
- increased absence
- hostility
- depression
- physical illness
- increased alcohol consumption
153
List 4 recommendations by Hackman and Oldham (1980) to decrease occupational stress:
- increase a__________
- increase task _________
- increase task ___________
- increase f_________
- increase autonomy
- increase task variety
- increase task significance
- increase feedback
154
_______ _____________ states that a small, immediate consequence has more impact on behavior than a large, future, and uncertain one.
Delay discounting
155
List the 5 steps of behavior change for managers:
```
Pinpoint
Measure
Feedback
Reinforce
Evaluate
```
156
"Do no harm"
Non-malfeasance
157
Failure to perform an act that is required by law
Nonfeasance
158
Having the welfare of the client as the goal is termed ...
Benficence
159
Non-malfeasance means ...
"do not harm"
160
Nonfeasance means ...
failure to perform an act required by law
161
Beneficence means ....
having the welfare of the client as the goal
162
BAs should provide services that are (4):
comprehensive, integrated, individualized, data-based
