CHAPTER 9: MOTIVATION AND MORALE
TRUE/FALSE
1. When employees know an agency’s goals and choose to help meet them, this is called external
motivation.
a. True
b. False
2. Most employees believe that satisfying work is more important than increased salary and
advancement, if the basic salary is adequate.
a. True
b. False
3. Negative reinforcement is more effective than positive reinforcement.
a. True
b. False
4. Self-actualization can occur only after all other needs have been satisfied.
a. True
b. False
5. Lack of motivation is often the reason for low morale.
a. True
b. False
6. Hygiene factors help explain why many people stick with jobs they do not like.
a. True
b. False
7. Reinforcement is more effective if administered a day or two after the behavior instead of immediately
following the behavior.
a. True
b. False
8. Law enforcement work itself cannot be a motivator.
a. True
b. False
9. Achievement is a motivator.
a. True
b. False
10. Key considerations in building morale include salary, the quality of supervision, organizational and
public support, physical conditions at work and favoritism.
a. True
b. False
11. When possible, law enforcement managers should promote from within.
a. True
b. False
12. Recognition is most effective if it can be related to a person’s performance rather than to that person’s
personal qualities.
a. True
b. False
13. When individual morale is low, employees should first examine themselves.
a. True
b. False
14. According to Maslow’s theory, people’s wants are always increasing and changing.
a. True
b. False
15. In recent years, police agencies nationwide have experienced increased levels of staff turnover.
a. True
b. False
16. Positive reinforcement rewards behavior in an effort to continue the desired behavior
a. True
b. False
17. Vroom’s expectancy theory states that employees tend to perform according to the expectations of
their superiors, regardless of their actual abilities.
a. True
b. False
18. Symptoms of an unmotivated officer include lack of respect for other officers and tardiness.
a. True
b. False
19. Job rotation can renew individual officers by exposing them to different aspects of police work.
a. True
b. False
MULTIPLE CHOICE
20. Self-motivation is primarily derived from __________.
a.
the organization
b.
within a person
c.
external sources
d.
a person’s manager
21. In the two-factor hygiene/motivation theory, hygiene factors are __________.
a.
intangible rewards that can cause dissatisfaction if lacking
b.
intangible rewards that can create satisfaction
c.
tangible rewards that can cause dissatisfaction if lacking
d.
tangible rewards that can create satisfaction
22. Self-actualization refers to __________.
a.
affection and self-love
b.
self-respect
c.
freedom from fear
d.
achieving your potential
23. Reinforcement theory holds that __________.
a.
positive reinforcement decreases a given behavior
b.
negative reinforcement increases a given behavior
c.
positive reinforcement increases a given behavior
d.
positive reinforcement should not be used in law enforcement
24. Which of the following indicates a morale problem?
a.
above average productivity
b.
consistent interest and enthusiasm
c.
lack of respect
d.
all of these
25. Tangible rewards include __________.
a.
retirement plans
b.
bonuses
c.
vacations
d.
all of these
26. Techniques for determining causes of low morale include __________.
a.
an open door policy
b.
listening to employees
c.
conducting employee problem surveys
d.
all of these
27. According to your text, which is true about small departments?
a.
officers are underpaid
b.
they are understaffed
c.
they are a training ground for large departments
d.
they are less competent than larger departments
28. On average, it costs _________ to train an officer at a academy.
a.
$10,000
b.
$16,000
c.
$12,000
d.
$19,000
29. The top motivational factor in the hierarchy of needs is __________.
a.
self-esteem
b.
social needs
c.
self-actualization
d.
none of these
30. A social need would be __________.
a.
water
b.
affection
c.
self-respect
d.
shelter
31. According to Maslow, every human has __________ basic needs.
a.
2
b.
3
c.
5
d.
9
32. It is usually true that __________.
a.
a satisfied need is still a motivator
b.
single needs are often totally satisfied
c.
employee wants are constantly changing
d.
all of these
33. In the two-factor hygiene/motivation theory, motivator factors are __________.
a.
intangible rewards that can cause dissatisfaction if lacking
b.
intangible rewards that can create satisfaction
c.
tangible rewards that can cause dissatisfaction if lacking
d.
tangible rewards that can create satisfaction
34. Of the following, the most likely to be self-fulfilling is __________.
a.
increased wages
b.
personal task achievement
c.
fringe benefits
d.
status symbols
35. According to expectancy theory, __________.
a.
good work on the job will lead to low job performance
b.
high job performance will lead to low job rewards
c.
good work on the job will lead to high job performance, which leads to job rewards
d.
none of these
36. At the base of the hierarchy of needs are _____________ needs, which include air, food, water and
sleep.
a.
esteem
b.
social
c.
security
d.
physiological
37. Of the following hierarchy needs, which could be related to motivation?
a.
self-actualization
b.
social needs
c.
security
d.
all of these
38. Which of the following is not a component of contingency theory?
a.
people have a basic need to feel competent
b.
competence motivation is most likely to exist when task and organization “fit”
c.
feeling competent continues to be motivating even after competence is achieved
d.
people must feel that their competence is recognized to derive full benefit from it
39. The greatest factor outside the department influencing officer retention is the __________.
a.
economy
b.
officer’s family
c.
citizen perception of police
d.
lawsuits
40. All are signs that an employee may be looking to leave the agency except __________.
a.
expressing prolonged disappointment over a missed promotion
b.
reviewing training records and updating his or her resume
c.
making inquiries to human resources about early retirement or transfer of benefits
d.
all are signs that an employee may be looking to leave the agency
41. A factor that would tend to raise morale level is __________.
a.
employee input
b.
improved communications
c.
the manager setting a good example
d.
all of these
42. ______ is the most powerful tool supervisors can use to motivate employees.
a.
Pay increase
b.
Praise
c.
Promotion
d.
Threats of punishment
43. The Pygmalion effect is a type of __________.
a.
self-fulfilling prophecy
b.
contingency theory
c.
external motivator
d.
negative reinforcement
44. Companies with the least employee turnover and the highest morale are those that have successfully
communicated the company’s __________.
a.
vacation and personal leave policies
b.
mission and goals
c.
termination policies
d.
promotion practices
45. Promotions should be based on __________.
a.
management qualities
b.
seniority
c.
technical skills
d.
all of these
46. A great way to foster support for officers is to __________.
a.
have community cookouts
b.
create family programs
c.
be open about incidents with the public
d.
stress ethics training
47. When criticism is necessary, the supervisor should do all the following except __________.
a.
only focus on the criticism
b.
not make mountains out of molehills
c.
be objective and impersonal
d.
correct in private
48. The individual most able to raise or lower individual and department morale is __________.
a.
the manager/supervisor
b.
the police chief
c.
the mayor
d.
the newest rookie
49. A key conclusion of Skinner’s research is that behavior is __________.
a.
random and unpredictable
b.
unchangeable
c.
an involuntary reflex
d.
a function of its consequences
50. Internal motivators include __________.
a.
belief in individual and departmental goals
b.
opportunity to make a contribution
c.
self-respect
d.
all of these
51. Morale is a constant concern for police administrators. According to the text, who is most responsible
for morale of police officers __________?
a.
police captains
b.
police chiefs
c.
city managers
d.
managers
52. Skinner’s reinforcement theory suggests that __________.
a.
hygiene factors are important
b.
motivation factors are relevant
c.
positive rewards lead to good behavior
d.
desired behavior cannot be obtained
53. When management and supervisors’ treatment of an employee largely determines that employee’s
performance, this is an instance of __________.
a.
internal motivators
b.
encouragement
c.
the Pygmalion effect
d.
expectation
54. Job enlargement involves giving additional responsibilities, whereas job enrichment refers to
__________.
a.
giving officers better-quality jobs
b.
giving officers more jobs
c.
giving officers everything they need to do their job
d.
giving officers more and better jobs
COMPLETION
55. In reinforcement theory, _____________ are referred to as negative reinforcement.
56. It is in the best interest of the department and the public that police officers are ____________,
understanding and empathetic.
57. _________________ is an inner or outer drive to meet a need or goal.
58. Understanding officers’ needs is a critical part of managers’ ability to ________ their subordinates.
59. Reassigning personnel to different shifts or divisions to allow cross-training is called
_________________.
60. ______________ is a person’s or group’s state of mind, level of enthusiasm and amount of
involvement with work and with life.
61. _______________ theory suggests fitting tasks, officers and the agency’s goals so that officers can
feel competent.
62. Increasing the quality of new assignments by adding variety and increasing autonomy is called
______________________.
63. _______________ theory suggests that employees will choose the level of effort that matches the
performance opportunity for reward.
64. The phenomenon in which workers are positively affected by receiving attention, which affects
research efforts, is referred to as the _______________________ effect.
65. When an individual has _______________, the person acts in an expected way out of personal choice.
66. Motivators that are external and observed and felt by employees are often referred to as
__________________ rewards.
MATCHING
Match each statement to the item listed below
a.
Herzberg
e.
self-fulfilling prophecy
b.
Maslow
f.
Skinner
c.
Morse and Lorsch
g.
Vroom
d.
perception
67. developed contingency theory
68. developed the hierarchy of needs theory
69. the angle from which people view things
70. developed expectancy theory
71. when people tend to behave and eventually become what they think others expect of them
72. developed the two-factor hygiene/motivation theory
73. developed reinforcement theory
ESSAY
74. List and discuss the various management assessment center methods, providing descriptions and
examples of each method.
75. List the most common external motivators. Next list what internal motivators include.
76. List the causes of morale problems, and then list the symptoms of morale problems. Discuss what steps
management can take to resolve such problems.
77. Discuss the various theories that have been used to direct managers’ behavior in motivating
employees.
78. Discuss the factors influencing retention and what managers can do to improve retention.