Deck 7: Organizational Relationships

Question 1

Courtney is in a high-stress position and deals with clients on a regular basis. She often has to take a step back and process emotional cues before deciding how to respond. Courtney is using __________ skills.

A) emotional labor
B) deep acting
C) surface acting
D) both a and b

Answer 1

D

Question 2

__________ refers to the intense feelings that are directed at someone or something.

A) Emotion
B) Emotional labor
C) Deep acting
D) Surface acting

Answer 2

A

Question 3

__________ is referred to as work that requires the employee to display certain emotions as a part of the job.

A) Emotion
B) Emotional labor
C) Deep acting
D) Surface acting

Answer 3

B

Question 4

Evan feels like he has to put on a mask every time a disgruntled customer approaches him with a problem. Evan is using

A) emotional labor.
B) deep acting.
C) surface acting.
D) both a and c

Question 5

What are the three As of communicating our emotions in a way that helps us connect with others?

A) acceptance, awareness, and accountability
B) acceptance, accountability, and action
C) acceptance, awareness, and action
D) accountability, awareness, and action

Question 6

Which of the following is a type of social support we receive from others?

A) esteem
B) social
C) information
D) all of the above

Question 7

Kevin tries to help his best friend define, understand, and cope with a recent problem at work. Kevin is offering __________ support.

A) esteem
B) social
C) informational
D) instrumental

Question 8

Sasha is experiencing emotional stress and feels like she just needs someone to help her find the resources she needs to accomplish her goals. She is searching for __________ support.

A) esteem
B) social
C) informational
D) instrumental

Question 9

__________ support involves helping someone feel accepted and respected, despite any individual inadequacies.

A) Esteem
B) Social
C) Informational
D) Instrumental

Question 10

__________ refers to the identification and understanding of the way others feel.

A) Emotional labor
B) Empathy
C) Perception
D) Personality

Question 11

Jeff tries to listen and respond in a supportive way to demonstrate he understands his employee's issue. Jeff is practicing

A) active listening.
B) deep acting.
C) surface acting.
D) empathy.

Question 12

The process by which we become aware of our surroundings and interpret meaning is called

A) emotional labor.
B) empathy.
C) perception.
D) personality.

Question 13

Which of the following is a reason that we do not listen?

A) The topic is extremely important to us and our emotions kick in.
B) Other people speak faster than we think.
C) We are not interested in the topic.
D) both a and c

Question 14

An individual's body language is a type of non-verbal behavior. Body language falls into the __________ category.

A) physical appearance
B) kinesics
C) touch
D) space

Question 15

During an interview, Jerome feels that the interviewer is sitting a little too close. This falls into the __________ category of nonverbals.

A) physical appearance
B) kinesics
C) touch
D) space

Question 16

A propensity to defer to others is referred to in the Big Five Model as

A) extraversion.
B) agreeableness.
C) conscientiousness.
D) emotional stability.

Question 17

When we attribute our own success to internal factors and put blame for our personal failures on external factors, it is called

A) attribution theory.
B) fundamental attribution error.
C) self-serving bias.
D) extraversion.

Question 18

The __________ method of decision-making is strongly relational.

A) leader mandate
B) powerful minority
C) majority rule
D) consensus

Question 19

Describe the three As of managing emotions.

Question 20

Describe how emotion is related to burnout.

Question 21

Why are ethical standards adopted by organizations?

Question 22

Compare and contrast the four primary types of decision-making and how each type influences relationships.

Question 23

Describe how for-profit, nonprofit, small business, and government sector organizations differ in relational issues.