Answer to Question 1
B
Explanation: B) Norms represent the acceptable standards of behavior shared by group members that express what they ought and ought not to do under certain circumstances.
Answer to Question 2
When compliance with one role requirement may make it difficult to comply with another, the result is role conflict. Since most employees are simultaneously in occupations, work groups, divisions, and demographic groups, these different identities can come into conflict when the expectations of one clash with the expectations of another. In such situations, they conform to the norms and expectations of important groups to which they belong or hope to belong. These important groups are reference groups, in which a person is aware of other members, defines himself or herself as a member or would like to be a member, and feels group members are significant to him or her.
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