Courteous service: Its assessment and modification in a human service organization

We evaluated strategies to increase behaviors associated with courteous provision of service by 3 staff members of a human service agency. Training included written instructions, practice, and performance feedback. A lottery procedure was introduced to maintain courteous service after training. The results of a multiple baseline design across the 3 participants showed marked increases in courteous behaviors following training. These effects were maintained at 3-, 5-, and 8-month follow-ups. Consumers' satisfaction with service also increased. These findings suggest that simple training and reinforcement procedures can enhance courtesy afforded those who receive service from public and nonprofit organizations.     

Self-Deceptive Coping: Adaptive Only in Ambiguous Contexts

ABSTRACT Two experiments investigated claims for the efficacy of self-deceptive coping (e.g., Sackeim, 1983, 1988). In Study I the performance of self-deceivers on solvable anagrams was found to he remarkably poor relative to that of non-self-deceivers after both groups were exposed to unsolvable problems. The starkly unambiguous failure experience may have precluded self-deception. Therefore, in Study 2 participants were exposed to unsolvable problems either with or without an excuse. Self-deceivers who encountered failure with an excuse subsequently performed much better on the solvable tasks than those without an excuse. These findings suggest that the use of self-deception following threat is constrained by the availability of contextual ambiguity (e.g., excuses). The effect of the excuse was not related to participants' mood or attributions for performance.     

The Unintended Negative Consequences of Sympathy for the Stigmatized1

Research on attitudes toward the stigmatized indicates that negative feelings and stereotypes toward the stigmatized are often mixed with positive feelings of sympathy and concern. Three studies investigate the hypothesis that positive outcomes for the stigmatized that are motivated by sympathy may have unintended negative consequences for self-esteem, affect, and motivation. Subjects were asked to imagine themselves in the position of a stigmatized person who received a job either because he or she was qualified, or out of sympathy for a stigmatizing condition. Results indicated that subjects reported lower state self-esteem, more negative affect, and lowered work motivation when the job was offered out of sympathy rather than on the basis of qualifications. Study 2 showed that the negative effects of sympathy occur whether the basis for the sympathy is prejudice and discrimination or mobility problems faced by the stigmatized individual. The third experiment showed that sympathy has negative effects when the sympathy is based either on individual or group-based problems imposed by the stigmatizing condition. The findings are discussed in terms of the attributional ambiguity surrounding positive outcomes faced by the stigmatized and applied to the effects of affirmative-action programs.     

The numbers game: Gender and attention to numerical information

Research suggests that males outperform females on standardized tests of math ability from early adolescence onward. Several explanations for this difference focus on the different experiences of females and males with numerical information. We reasoned that males have more experience with numerical information than females because typical male interests (e.g., sports) are more likely to involve numerical information than typical female interests (e.g., physical appearance). Thus, we predicted that males would attend more to numerical information than would females, at least when the information was presented in a male-related or gender-neutral context. Females were expected to attend more than males when the context was female-related. Results using White/Caucasian subjects provided some support for these predictions. Implications for future research on the relationship between the gender-linkage of math materials and gender differences in math performance are discussed.     

Telling stories: metaphors of the Human Genome Project

Scientists of the Human Genome Project tend to rely on three metaphors to describe their work, each of which implicitly tells much the same story. Whether they claim to interpret the ultimate “book,” to fix a flawed “machine,” or to map a mysterious “wilderness,” they invariably cast the researcher as one who dominates and exploits the Other. This essay, which explores the ways such a story conflicts with feminist values, proposes an alternative.     

A DEVELOPMENTAL DEFICIT IN LOCALIZING OBJECTS FROM VISION

Abstract— We describe a college student, A. H., with a developmental deficit in determining the location of objects from vision. The deficit is selective in that (a) localization from auditory or tactile information is intact, (b) A H reports the identity of mislocalized objects accurately, (c) visual localization errors preserve certain parameters of the target location, and (d) visual localization is severely impaired under certain stimulus conditions, but nearly intact under other conditions. These results bear on the representation and processing of location information in the visual system, and also have implications for understanding developmental dyslexia.     

On the naming of color words and color patches

Subjects can name color words faster than they can name color patches. To account for that effect, a generic model of naming is described which assumes that words access the mental lexicon directly, whereas color patches do so only indirectly via an initial imaginal or semantic representation. However, Lund (1927) reported that the naming advantage for words disappeared when all the items to be named on a page were the same (i.e., they were blocked). In the present study, three experiments are reported that were designed to provide a clearer empirical definition of Lund’s blocking effect and to ascertain the extent to which it requires a modification of the generic model. The blocked lists had 50 items arranged into 10 blocks, with each block homogeneous with respect to color. The block lengths were either all a predictable length of 5 items or they varied randomly from 1 to 9 items. The data indicated the following: (1) The blocking effect occurred even when the task required a full identification of each item, and (2) the blocking effect was confined to within-block transitions. Blocking seemed to eliminate the word advantage by allowing the subject to re-use the lexical entry used for the immediately prior item, which is consistent with the generic model.     

New parents at work: Jobs, families and the psychological contract

Interviews with seven women and six men who had recently returned to work after becoming first-time parents were carried out to examine experiences of the policies, practices and attitudes of their employers towards new parents, and to assess how far they felt able to discuss their circumstances and changed expectations with their managers. Findings pointed to considerable differences in the attitudes of employers to the men and women. Almost all the women had changed to part-time work, but arranging this had not been easy and some had found it difficult to come to terms with a difference in status. Many of the respondents had reservations about discussing their positions and altered expectations with their managers, and it seemed unlikely that mutually beneficial psychological contracts could be negotiated without changes in organisational cultures and policies. The findings have implications for our understanding of organisational careers and for career-planning interventions in organisations.     

GLOBAL PROCESSING-TIME COEFFICIENTS CHARACTERIZE INDIVIDUAL AND GROUP DIFFERENCES IN COGNITIVE SPEED

Abstract— Forty participants performed seven different information processing tasks (choice reaction time, letter classification, visual search, abstract matching, line-length discrimination, mental rotation, and mental paper-folding) Slow (top quartile) and fast (bottom quartile) processors were selected based on their mean z scores Response times (RTs) of the slow and fast groups in the 21 conditions of the seven tasks were linear functions of the mean RTs of the entire group (both r²s = 99) In addition, individuals' RTs were well described by linear functions (median r²= 93) When tasks were ranked in order of complexity, the odd-even reliability of the ratio of an individual's RT to the average RT was 80, indicating that such ratios remain relatively stable across tasks Taken together, these findings indicate that the performance of an individual on diverse tasks can be predicted on the basis of a single processing-time coefficient Such coefficients may provide useful indices of the efficiency with which different individuals process information     

The effect of token reinforcement on McCarthy Scale performance for white preschoolers of low and high social position

In Study 1, the effect of making tokens contingent on correct performance of low social position preschoolers on the McCarthy Scales of Children's Abilitieswas examined. Preschoolers in a token reinforcement group scored significantly higher (mean=8 IQ points) than subjects in a control group. In Study 2, the effect of tokens on McCarthyresults was examined as a function of social position in a 2×2 design. The high social position control group scored significantly above the low social position control. The low social position token reinforcement group, however, performed as well as both the high social position control and token reinforcement groups. Use of systematic reinforcement contingencies to reduce test error is discussed.