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Exam 8: Learning and Decision Making

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Question 41

Multiple Choice

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________ is the process of generating and choosing from a set of alternatives to solve a problem.

A) Decision making
B) Knowledge transfer
C) Selective perception
D) Escalation of commitment
E) Continuous reinforcement

F) B) and E)
G) A) and B)

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Question 42

Multiple Choice

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When employees observe the actions of others, learn from what they observe, and then repeat what they have observed, they are engaging in

A) learning orientation.
B) behavioral modeling.
C) positive reinforcement.
D) communities of practice.
E) performance-prove orientation.

F) B) and C)
G) A) and E)

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Question 43

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Communities of practice are groups of employees who work together and learn from one another by collaborating over an extended period of time.

Although it is not easily communicated, ________ knowledge could very well be the most important aspect of what we learn in organizations.

________ is when we attribute our failures to external factors and our successes to internal factors.

Employees at Pak-N-Sav, a discount grocery chain, know that they have to stay on their toes at all times. Mr. and Mrs. Kessler, the company founders, have been known to put on disguises and make unannounced visits to stores to make sure the staff is treating customers politely. This is an example of

When assumptions are made about others on the basis of their membership in a social group, this is

Tacit knowledge

Tacit knowledge is

Tacit knowledge is the kind of information that can be easily communicated during training sessions or using written manuals.

The senator was having trouble getting support for his pet piece of legislation, called The Omnibus Tax Increase Act. After soliciting input from his staff, he renamed it An Act to Protect the American Way of Life. Suddenly, public opinion was on his side, and he soon had the votes he needed. The reason lies in a decision-making bias known as

Discuss the steps an organization can take to foster learning. Provide an example of each.

________ happens when the knowledge, skills, and behaviors used on the job are maintained by the learner once training ends and generalized to the workplace once the learner returns to the job.

Workers are rewarded after a certain amount of time, and the length of time between reinforcement periods stays the same, with

________ judgments are emotionally charged, arising through quick, nonconscious, and holistic associations.

The entire process of reinforcement is a continuous cycle, and the repetition of behaviors is strengthened to the degree that reinforcement continues to occur.

The two contingencies of reinforcement that are designed to decrease undesired behaviors are

Jamarcus, a manager at the corporate headquarters of Shurway Shipping & Packing Supply, has just received a complaint about Wanda, a receptionist, having been rude a customer who called the office. After apologizing to the caller, Jamarcus asks Wanda to report to his office. Confronted with the situation, she says that she has been having a bad day and the caller was extremely rude to her. She apologizes and says she will not do it again. Jamarcus, knowing that Wanda has never had any negative interactions with clients in her ten years with the company, is inclined to believe that this particular caller was indeed rude, and he therefore takes no further action. This is an example of ________ attribution by Jamarcus.

New, complex, and unrecognized situations call for ________ decisions.

Eric has never had any formal training in computer science, yet everyone at the office recognizes him as a genius with hardware and software. On numerous occasions, he has repaired a piece of equipment that seemed unsalvageable or helped someone recover a document they thought was lost forever. When asked how he always seems to know just the right solution, he just shrugs and says with a laugh that if anybody spent as much time messing around with computers as he has, then they would be able to do the same thing. This is an example of