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| The host of individual characteristics that make people different from and similar to each other. |
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| The ways in which people are similar and how they very in thinking, feeling, and behavior |
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| being aware of one's own behaviors, perferences, styles, biases, and personality |
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| The view individuals have of themselves as physical, social, and moral beings |
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| Belief about one's own worth based on an overall self evaluation |
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| Individuals belief about the likelihood of successfully completing a specific task |
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| Broad preferences concerning appropriate course of action or outcome |
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| Learned and shared way of thinking and acting among a group of people in a society Primary values and practices that characterize a particular country |
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| Cultures acceptance of the status and power among members |
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| Tendancy to be uncomformable with uncertantity and risk in everyday life |
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| Individualism Collectivism |
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| Tendancy of members of a culture to emphasize individual self interest group relationship |
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| Degree to which a society values assertiveness or relationships |
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| Degree to ehich a culture emphasizes long term or short term thinking |
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| Race, gender, sexual orientation, age, disability |
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| Strong positive or negative feeling toward someone or something. They are always associated with a source |
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| An ability to understand emotions and manage relationships effectively |
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| Ability to understand our emotions and their impact on our work and on others |
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| Ability to think before acting and to be in control of otherwise disruptive impulses |
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| Generalized positive or negitive feellings or states of mind that may persist for some time |
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| predisposition to respone in positive or negative way to someone or something in one's environment |
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| cognative, behavioral, affective |
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| underlying beliefs, opinion, knowledge, or information a person possesses |
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| Intention to behave in a certain way based on a affect in ones attitude |
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| specific feeling regarding the personal impact of the antecedent conditions in the cognative component |
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| Process through which people receive and interpret information in their enviroment |
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| Factors influencing perception |
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| the perceiver, the setting, the perceived |
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| __________ is an academic discipline devoted to understanding individual and group behavior, interpersonal processes, and organizational dynamics. |
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| In a(n) __________, members are encouraged to work together in ways that meet higher order human needs. |
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| The ability to gain rapport with others and build good relationships is known as |
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| OCCURS CONTINUOUSLY FROM DAY-TO-DAY WORK EXPERIENCES, CONVERSATIONS WITH COLLEAGUES, COUNSELING PROVIDED BY MENTORS, AND OTHER DAILY OPPORTUNITIES |
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| The study of __________ attempts to identify where behavioral tendencies are similar and where they are different. |
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| The overall combination of characteristics that captures the unique nature of a person is |
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| A person’s ability to adjust her or his behavior to external, situational (environmental) factors is known as |
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| When forces in an individual’s personal life affect them at work, this is known as |
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| A(n) __________ is a strong positive or negative feeling directed toward someone or something. |
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| When the customer “catches” the emotions of the salesperson it is due to |
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| EMOTION AND MOOD CONTAGION |
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| __________ involve(s) hiding true feelings while displaying very different ones. |
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| The predisposition to respond in a positive or negative way to someone or something in one’s environment is known as |
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| __________ is choosing a course of action to deal with a problem or opportunity. |
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| __________ are made as standardized responses to recurring situations. |
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| __________ involve choosing the first alternative that appears to give an acceptable or satisfactory resolution of the problem |
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| __________ are/is a form of decision entrapment that leads people to do things that the facts of a situation do not justify. |
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| Through __________, people process information inputs into responses involving feelings and action. |
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| __________ are cognitive frameworks that represent organized knowledge about a given concept or stimulus developed through experience. |
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| __________ is the tendency to single out those aspects of a situation, person, or object that are consistent with one’s needs, values, or attitudes. |
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| __________ is the tendency to deny personal responsibility for performance problems but to accept personal responsibility for performance success. |
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| A persons past experiences, ned or motives, personality,values and attitude influence the perception process |
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| The physical, and organizational context can influence the perseption process |
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| Characteristics of the percieved person, object, or event are also imporant in the perception process |
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| Stages of Perception Process |
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| Attention and Selection, Organization, Interpretation, Retriveval |
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| Allowing only a portion of available information to enter perception |
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| Cognative framworks that represent organized knowledgedeveloped through experience about people, object, or events |
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| Knowledge framework that describes the appropriate sequence of events in a given situation |
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| Information about a persons own appearance, behavior, and personality |
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| Way individuals sort others into catagories |
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| Person in situation schemas |
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| combine schemas build around persons and events |
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| Attention and selection in perception process |
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| Information we pay attention to and other info we disregard |
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| Organization in Perception process |
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| Organization of information into schemas that enable use to use it |
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| Interpretation in perception process |
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| Reasoning behind perception actions |
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| Retrieval in perception process |
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| Ways of accessing information stored in our minds |
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| Common Perseptual Distortions |
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| Stereotypes, Halo effect, Selective perception, Projection, Contrast effects, Self-Fulfilling Peophecies |
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| Assigns attributes commonly associated woth a group of people |
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| Uses one attribute to develop an overall impression of a person or situation |
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| The tendency to define problems from one's own point of view |
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| Assigns personal attributes to other individuals |
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| when the meaning of something that takes place is based om a contrast with another recent event |
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| Self Fulfilling Prophecies |
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| creating or finding in a situation that which you expected to find in the first place |
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| The process of creating explanations for events |
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| Three Factors influencing causality |
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| ,Distinctiveness, Consensus, Consistency |
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| Considers how consistant someone is across different situations |
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| Consideres how likely all those facing similar situation are to respone in the same way |
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| Concerns wheather an individual responds the same way over time |
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| Fundamental attribution error |
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| Overestimating internal factors and inderestimates external factors as influences on someones behavior |
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| Underestimates internal factors and overestimates external factors as influences on someones behavior |
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| A persons belief that he or she is capable of performing a task |
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| The process of chossing a course of action for dealing with a problem or opportunity |
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| Define Problem, Analyze Alternatives, Make a choice, Take action, Evaluate results |
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| Views decision makers as acting in a world of complete certainty |
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| Behavior dicision making model |
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| Views decision makers as acting only in the terms of what they percieve about a given situation |
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| Simplifying startegies or rule of thumb used to make decisions |
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| Bases a decision om recent events to situation at hand |
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| Representativeness Heuristic |
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| Bases dicison on relating to situation at hand |
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| Anchoring and adjustment heuristic |
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| Bases decisions om incremental adjustments to an initial value determined by historical precedent or some reference point |
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