Chapter 11

Question 1

Turnover initiated by an employer (often with employees who would prefer to stay).

Answer 1

involuntary turnover

Question 2

turnover initiated by employees (often when the organization would prefer to keep them).

Answer 2

voluntary turnover

Question 3

Explanation of decision Respectful treatment Consideration Empathy

Answer 3

interactional justice

Question 4

A judgment that fair methods were used to determine the conse- quences an employee receives.

Answer 4

procedural justice

Question 5

A judgment that the consequences given to employees are just.

Answer 5

outcome fairness

Question 6

A judgment that the organization carried out its actions in a way that took the employee’s feelings into account.

Answer 6

interactional justice

Question 7

principle of discipline that says discipline should be like a hot stove, giving clear warning and follow- ing up with consistent, objective, immediate consequences.

Answer 7

hot-stove rule

Question 8

A formal discipline pro- cess in which the conse- quences become more serious if the employee repeats the offense.

Answer 8

progressive discipline

Question 9

Methods of solving a problem by bringing in an impartial outsider but not using the court system.

Answer 9

Alternative Dispute Resolution (ADR)

Question 10

An organization’s policy of making managers available to hear complaints.

Answer 10

Open-Door Policy

Question 11

Process for resolving disputes by taking them to a panel composed of representatives from the organization at the same levels as the people in the dispute.

Answer 11

Peer Review

Question 12

Conflict resolution proce- dure in which a mediator hears the views of both sides and facilitates the negotiation process but has no formal authority to dictate a resolution.

Answer 12

Mediation

Question 13

Conflict resolution proce- dure in which an arbitra- tor or arbitration board determines a binding settlement.

Answer 13

Arbitration

Question 14

A referral service that employees can use

to seek professional treatment for emotional problems or substance abuse.

Answer 14

Employee Assistance Program (EAP)

Question 15

A service in which professionals try to help dismissed employees manage the transition from one job to another.

Answer 15

Outplacement Counseling

Question 16

A set of behaviors with which employees try to avoid the work situation physically, mentally, or emotionally.

Answer 16

Job Withdrawal

Question 17

The set of behaviors that people expect of a person in a particular job.

Answer 17

role

Question 18

Uncertainty about what the organization expects from the employee in terms of what to do or how to do it.

Answer 18

Role Ambiguity

Question 19

An employee’s recogni- tion that demands of the job are incompatible or contradictory.

Answer 19

role conflict

Question 20

A state in which too many expectations or demands are placed on a person.

Answer 20

role overload

Question 21

The degree to which people identify them- selves with their jobs.

Answer 21

job involvement

Question 22

The degree to which an employee identifies with the organization and is willing to put forth effort on its behalf.

Answer 22

Organizational Commitment

Question 23

A pleasant feeling result- ing from the perception that one’s job fulfills or allows for the fulfillment of one’s important job values.

Answer 23

job satisfaction

Question 24

A process of formally identifying expectations associated with a role.

Answer 24

job analycis technique