Business Finance
MGMT 2383 Saint Marys University CH4 Organization Behavior Take Home Exam

MGMT 2383

saint marys university

MGMT

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Take-Home Exam MGMT 2383.2A&B Winter 2020 General Exam Instructions: This exam is to be completed ON YOUR OWN. You may use the lecture slides and the course textbook as resources; these are the ONLY resources you should use. Similar to an in-class exam, you do not need to provide citations for your answers as I understand that you are drawing on our specific course resources. Please complete the exam in THIS document; add your answers after each question or subquestion. Save the completed exam as a .doc or .docx file with your A# included at the end (e.g., Take Home Exam 2020_A00000000) and submit it via dropbox on our course Brightspace page. Please make sure to use complete sentences (no bullet points) when responding to the questions. Before you submit your exam, please check back to the original document posted on Brightspace to ensure that you have not inadvertently deleted a question or component. The material being tested in this exam is that from Chapters 4, 5, 6 and 9 and the corresponding lecture content. All of your answers should draw on content from those chapters (and the relevant lecture slides). You must USE YOUR OWN WORDS when responding to the questions – do not lift wording from the textbook or slides. You must answer and explain using your own words. I will be evaluating the clarity of your thinking and logic, as well as the depth of your understanding of course content. For each answer, be sure to incorporate specific course content. I will not be deducting marks for grammar or spelling for this exam per se, however, I am looking for clarity, accuracy, relevance, and depth in your answers. If you need any exam questions clarified, please do not hesitate to reach out to me. If I have any clarifications that you should be aware of, I will post them on Brightspace. It is your responsibility to check Brightspace on a regular basis for updates. The exam questions start on the next page. The exam is marked out of a total of 38 marks. There are 5 Questions (most of which have subcomponents). Please answer ALL of the questions in the exam. The maximum page limit for your exam (including ALL of the text in the original posted exam including instructions) is 8 pages single spaced. Please use 12pt times new roman font and the original margins set in the document. 1 EXAM QUESTIONS Question #1 (11 marks total): Assume you have been hired as a consultant to help a local clothing retail company address issues of poor work attitudes and well-being in their customerservice employees. When you meet with the employees as a group to gather more information, you learn that the employees are not very satisfied with their jobs and many complain that they are emotionally exhausted at the end of each day, in part due to trying to help (often very unappreciative!) customers with their issues and requests. a. Using specific concepts and research findings related to emotional labour, explain why the employees may be feeling emotionally exhausted and dissatisfied in their jobs. Be sure to define the key concepts you use to answer this question. (4 marks) b. Provide an example (i.e., create a scenario) that outlines how emotional contagion may contribute to job dissatisfaction for these workers. (2 marks) c. What training or other recommendations might you provide to this organization to help them improve customer-service employees’ job satisfaction? Provide one concrete suggestion and make sure to tie the suggestion to specific course content (2 marks). d. Let’s say that the organization in question does not appear to be concerned that their employees are dissatisfied with their jobs. What evidence can you give them to convince them that they SHOULD care about (and try to improve) employee job satisfaction? (3 marks) 2 Question #2 (8 marks total): You meet a group of people one day at a local park and start chatting with them about their work. It turns out that they all work for the same insurance company. When you ask them about how long they have been with the company, many of them say “too long” and that they would leave but they need the money, there are few other jobs available right now, and the location is rather convenient. It seems most of the employees don’t really like the company all that much and don’t really feel that the company has done all that much for them (the company is just focused on profit!). The employees also tell you that they don’t see any real reason to work really hard in their jobs because their manager sets very high standards to get any real rewards (raises, promotions). Despite what the manager says, often times, rewards are just based on favoritism anyway (whomever the boss likes the most gets raises and promotions), so it does not even really matter how hard one works. In fact, you can work much harder and have more experience than your coworkers and end up being paid the same, so why bother! Indeed, many employees who realize this just work slower and put in less energy. The company also does not seem very open to the idea of letting employees work from home, even though the employees do not really need to be at the workplace to get their jobs done and they would prefer working from home at least part of the time. a. Would you say that these employees are committed to their organization? How do you know? Be sure to tie in specific course content. (2 marks) b. Use two specific motivation theories from Chapter 5 to highlight why motivation might be lacking in these employees (make sure to tie your discussion to the specific details in the scenario above). For each theory you discuss, provide a clear and concrete suggestion for how a manager might improve motivation according to the theory (and be sure to link the suggestion back to the theory). (6 marks total) 3 Question #3 (4 marks): Your best friend works as a manager at a local restaurant in your small town. Drawing on self-determination theory, provide concrete examples to highlight what external regulation, introjected regulation, identified regulation, and intrinsic motivation might look like in this specific job. HINT: you can use different tasks that might be required or completed in the job to help you highlight the different forms of motivation; be clear about how your example fits with the specific form of motivation. (4 marks) 4 Question #4 (11 marks total): Your good friend Meghan is thinking about leaving her job. When you ask her why, she says that she can’t handle working for her manager anymore. You ask her to describe how her manager acts and she tells you the following information. Her manager is often not around or available to answer questions. When the manager is around, they just point out the mistakes that Meghan makes but often only when there are really big problems (such as customers lodging complaints). Meghan is often left feeling confused about what is required of her in her job, and when she feels she’s done a good job at something, the manager never really tells her, nor rewards her (not even with a thank-you!). In fact, a lot of the time, her manager is downright mean to her – telling her she isn’t competent, lying to her and breaking promises. In any case, Meghan is going to look for work elsewhere. a. Use 3 specific leadership styles/theories from Chapter 9 to describe this manager’s approach/leadership style with Meghan. What statements in the description lead you to categorize the leader in the ways that you have? (6 marks) b. If you were to hire a new manager for this workplace, what leadership approach would you recommend they use and why? Would you select someone who already has the characteristics you want or would you train an employee to take on the role? Be sure to tie in concrete course content from Chapter 9 in your answer. (3 marks) c. Assume that the employees in this organization are culturally diverse. What would be important for the new leader to consider in terms of managing a diverse employee group? You can tie in content from chapters 4, 5, 6 and/or 9. (2 marks). 5 Question #5 (4 marks). Although research suggests that women’s representation in leadership roles is increasing, women are still quite under-represented in many organizations, especially in top leadership roles. Why might this be? Be sure to use specific course concepts and theories to explain what might be keeping women from obtaining top leadership roles and/or from being accepted in these roles once they are in them? (4 marks) 6 ...
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Final Answer

Attached.

Take-Home Exam
MGMT 2383.2A&BWinter 2020

General Exam Instructions:
This exam is to be completed ON YOUR OWN. You may use the lecture slides and the course
textbook as resources; these are the ONLY resources you should use. Similar to an in-class
exam, you do not need to provide citations for your answers as I understand that you are drawing
on our specific course resources.
Please complete the exam in THIS document; add your answers after each question or subquestion. Save the completed exam as a .doc or .docx file with your A# included at the end (e.g.,
Take Home Exam 2020_A00000000) and submit it via dropbox on our course Brightspace page.
Please make sure to use complete sentences (no bullet points) when responding to the questions.
Before you submit your exam, please check back to the original document posted on Brightspace
to ensure that you have not inadvertently deleted a question or component.
The material being tested in this exam is that from Chapters 4, 5, 6 and 9 and the corresponding
lecture content. All of your answers should draw on content from those chapters (and the
relevant lecture slides). You must USE YOUR OWN WORDS when responding to the
questions – do not lift wording from the textbook or slides. You must answer and explain using
your own words. I will be evaluating the clarity of your thinking and logic, as well as the depth
of your understanding of course content. For each answer, be sure to incorporate specific course
content. I will not be deducting marks for grammar or spelling for this exam per se, however, I
am looking for clarity, accuracy, relevance, and depth in your answers.
If you need any exam questions clarified, please do not hesitate to reach out to me. If I have any
clarifications that you should be aware of, I will post them on Brightspace. It is your
responsibility to check Brightspace on a regular basis for updates.
The exam questions start on the next page. The exam is marked out of a total of 38 marks. There
are 5 Questions (most of which have subcomponents). Please answer ALL of the questions in
the exam. The maximum page limit for your exam (including ALL of the text in the original
posted exam including instructions) is 8 pages single spaced. Please use 12pt times new roman
font and the original margins set in the document.

1

EXAM QUESTIONS
Question #1 (11 marks total): Assume you have been hired as a consultant to help a local
clothing retail company address issues of poor work attitudes and well-being in their customerservice employees. When you meet with the employees as a group to gather more information,
you learn that the employees are not very satisfied with their jobs and many complain that they
are emotionally exhausted at the end of each day, in part due to trying to help (often very
unappreciative!) customers with their issues and requests.
a. Using specific concepts and research findings related to emotional labour, explain why
the employees may be feeling emotionally exhausted and dissatisfied in their jobs. Be
sure to define the key concepts you use to answer this question. (4 marks)
Answers
Emotional labor involves the management of the expressions and feelings to ensure that
you meet the emotional requirements. Workers are expected to manage their emotions
well when dealing with the customers, supervisors and their co-workers. Employees may
feel emotionally dissatisfied and exhausted after their job because of several reasons
which are caused by emotional labor. When in work, some employees deal with rude
customers who make their day long because of the answers they get. In turn, the
employees have to give positive emotions as an exaggeration that they are okay. The
employees have to suppress the negative emotions and offer service with a smile to hide
their anger. One of the reasons why the employees may feel exhausted and their emotions
dissatisfied is because of surface acting, which makes the employee to modify the outside
display to the public, yet the inner feelings are hurt. Faking the senses makes the person
to remain angry the whole day thus making the employee to be dissatisfied with the work
at last.
Another reason why the employees get exhausted and emotionally dissatisfied is because
of the deep acting throughout the day as the employees work hard to modify their
feelings so that they can match the expected display in the workplace. Nevertheless, the
employees may be dissatisfied in their work because of the stress they receive, thus
feeling less motivated. The workplace is not exciting, and therefore employees get bored
most of the time because the same mentality on the behavior of the customers is in their
mind and they think of the hard time they have to go through while working. Job
dissatisfaction is also caused by the behavior of the people in the job place. When those
people are friendly and welcoming, the employee feels comfortable, and this makes them
work comfortably and happily, and their emotions are okay all through.
b. Provide an example (i.e., create a scenario) that outlines how emotional contagion may
contribute to job dissatisfaction for these workers. (2 marks)
Answers
Emotional contagion involves the phenomenon where a person’s emotions and behaviors
may trigger the same reaction to another person. For instance, customer service
employees deal directly with the customers where they are engaged in solving many
complaints and requests from both rude and humble customers. When there is an
interaction between customer-service employees and the customers, there might be an
eruption of an emotional contagion. A customer might come to interact with the
2

employee with feelings which might make him or her to be a bit rude when responding to
the questions of the employee. The behavior might upset the employee giving the service
who, in turn, develops the same feelings on his or her side. However, because the
customer service employee is not allowed to display the attitude to the customer, this
triggers him or her to a profound act or surface act so that the feeling will not be
observed. The behavior of the customer has developed in the emotions of the employee;
this affects the employee’s emotions negatively. The employee will remain hurt even
after the customer has left, and this will cause dissatisfaction to the job in most of the
times. Having two or more customers with rude behavior may affect the emotional
contagion of the employee profoundly, thus causing dissatisfaction in the job. The
employee performance will drop when he or she is not satisfied.
c. What training or other recommendations might you provide to this organization to help
them improve customer-service employees...

Lincolvin (13681)
Cornell University

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