Deck 4: Workplace Emotions, Attitudes, and Stress

Question 1

Emotions are defined as

A) feelings that are not directed toward anything in particular.
B) our judgments about what is right or wrong.
C) our intentions to act toward an attitude object.
D) the cluster of beliefs, assessed feelings, and behavioral intentions toward an attitude object.
E) physiological, behavioral, and psychological episodes experienced toward an object, person, or event that create a state of readiness.

Answer 1

physiological, behavioral, and psychological episodes experienced toward an object, person, or event that create a state of readiness.

Question 2

The following statements about emotions are true, except

A) emotions put us in a state of readiness.
B) people experience an emotion only after they think about that emotion.
C) most emotions are low intensity events.
D) emotions represent physiological, behavioral, and psychological episodes experienced toward something.
E) emotions automatically form a positive or negative evaluation of something.

Answer 2

people experience an emotion only after they think about that emotion.

Question 3

One of the high activation negative emotions, according to the Circumplex Model of Emotions, is

A) boredom.
B) gloominess
C) feeling jittery.
D) stillness.
E) elation.

Answer 3

feeling jittery.

Question 4

If emotions are experiences, then attitudes are

A) events.
B) actions.
C) objects.
D) judgments.
E) values.

Question 5

All emotions have an associated valence, which is called its

A) attitude object.
B) belief component.
C) core affect.
D) cognitive process.
E) cognitive dissonance.

Question 6

Why do our heart rate and blood pressure increase when we are worried?

A) to release extra tension so we can relax
B) to make our body better prepared to engage in fight or flight
C) to keep our heart healthy for future events
D) to help us sleep better when the event is over
E) to make sure all of our bodily systems are working properly

Question 7

Some studies indicate that executives make the best decisions when

A) they rely solely on their emotions.
B) they react based on their "gut feeling."
C) they delegate the decision to subordinates.
D) they spend some time in logical evaluation.
E) they ignore both emotions and cognition.

Question 8

Which of the following determine the course of action one chooses based on intentions?

A) external dimensions of your value system
B) past experience, personality, and social norms
C) internal or external locus of control
D) self-efficacy and self-esteem
E) tendency for self-enhancement

Question 9

Which of the following cultures see display rules as highly important?

A) Asian
B) African
C) Asian and Middle Eastern
D) African and Middle Eastern
E) Latin and Middle Eastern

Question 10

A restaurant requires all of its servers to smile and be polite to customers. This is an example of

A) emotional labor.
B) a display rule.
C) dissonance.
D) deep acting.
E) emotional intelligence.

Question 11

An employee is very tired, so he or she goes outside to take a short break. This is an example of which strategy used to regulate emotions?

A) changing the situation
B) amplifying the emotions
C) supressing the emotions
D) modifying the situation
E) reframing the situation

Question 12

All of the following are strategies for regulating our emotions except

A) change the situation.
B) modify the situation.
C) shift attention.
D) suppress emotions.
E) engage in surface acting.

Question 13

Self-awareness, self-management, and managing others' emotions are three elements of

A) affective commitment.
B) emotional labor.
C) emotional intelligence.
D) continuance commitment.
E) the Circumplex model of emotions.

Question 14

Which of the following is an ability representing the highest level of emotional intelligence?

A) perceiving emotions of other people
B) understanding the meaning of one's own emotions
C) managing dysfunctional emotions among staff
D) being more sensitive to subtle emotional responses
E) experiencing another person's emotions

Question 15

One way companies can increase the emotional intelligence of their employees is by

A) only hiring applicants with low self-awareness of their emotions.
B) withholding feedback on employee's management of their emotions.
C) measuring employees on how well they work alone on machinery.
D) EI training.
E) doing nothing; companies cannot increase emotional intelligence.

Question 16

Which of the following is a conclusion by organizational behavior scholars regarding job satisfaction?

A) General attitudes, such as job satisfaction, accurately predict behavior.
B) The EVLN model represents all outcomes of dissatisfaction.
C) Job satisfaction has no impact on customer loyalty.
D) The cause of job satisfaction might be job performance, not vice versa.
E) Dissatisfied employees will always leave the organization.

Question 17

According to the service profit chain model, workplace practices affect job satisfaction, which influences employee retention, motivation, and behavior, in turn affecting all of the following except

A) service quality.
B) customer satisfaction.
C) perceptions of value.
D) profitability.
E) organizational structure.

Question 18

Which of the following is likely to occur when organizations give financial incentives to prevent dissatisfied employees from quitting?

A) Employees increase their level of affective commitment.
B) Employees increase their level of continuance commitment.
C) Employees increase their level of normative commitment.
D) Employees decrease their level of emotional intelligence.
E) Employees decrease their level of continuance commitment.

Question 19

Normative commitment is based upon

A) the financial consequences of leaving the organization.
B) the norm of reciprocity.
C) an emotional attachment to the organization.
D) employees lacking the necessary skills to find another job.
E) the absence of a moral duty to the organization.

Question 20

________ is a psychological state that refers to the positive expectations of the other person in situations involving risk.

A) Surface acting
B) Trust
C) Cognitive dissonance
D) Deep acting
E) General adaptation syndrome

Question 21

Jessa just learned that she and her team are being transferred to a sales branch in another state. She is unhappy as she really likes her job, her commute is reasonable, and there is a lot to do after work close to this office. According to the EVLN model, this information suggests that Jessa's main reaction to job dissatisfaction was

A) exit.
B) voice.
C) commitment.
D) loyalty.
E) neglect.

Question 22

Which of the following statements regarding organizational commitment is correct?

A) Employees with high affective commitment are more likely to leave their jobs.
B) Employees with high continuance commitment have a sense of moral duty to the company.
C) Employees with high continuance commitment have higher levels of performance.
D) Employees with very high affective commitment tend to have a negative impact on creativity.
E) Employees with low affective commitment engage in more organizational citizenship behaviors.

Question 23

Which of the following is not part of a stage in general adaptation syndrome?

A) A challenge activates the physiological stress response.
B) The individual engages in coping mechanisms.
C) The body reduces resources to the immune system.
D) The individual reaches exhaustion.
E) The body increases resources to the immune system.

Question 24

When people experience emotional exhaustion, cynicism, and reduced feelings of personal accomplishment, they are experiencing

A) distress.
B) job burnout.
C) alarm reaction.
D) eustress.
E) cognitive appraisal.

Question 25

The final stage of job burnout is

A) emotional exhaustion.
B) cynicism.
C) resistance.
D) depersonalization.
E) reduced personal accomplishment.

Question 26

Which of the following stressors is an organizational constraint?

A) work overload
B) interpersonal conflict
C) bullying
D) budget funding
E) low task control

Question 27

Which of these stress management activities provides emotional and/or informational support to buffer an individual's stress experience?

A) transfer
B) social support
C) meditation
D) vacations
E) fitness programs

Question 28

Jiana is a flight attendant for a large airline. She exclusively works a long flight from Japan to New York and is expected to constantly maintain a positive attitude no matter what situation arises. Over the years, Jiana has noticed that when dealing with Americans, emotions tend to run higher, and she often feels frustrated, as opposed to Japanese flyers who tend to be more reserved in stressful or unhappy situations. Jiana has spoken with her supervisor about the stress caused when working with the American emotionality and hopes some suggestions for resolution will be made.

-Jiana's job requires a high amount of

A) financial rewards.
B) intense emotions.
C) forward thinking.
D) emotional labor.
E) casual display norms.

Question 29

Jiana is a flight attendant for a large airline. She exclusively works a long flight from Japan to New York and is expected to constantly maintain a positive attitude no matter what situation arises. Over the years, Jiana has noticed that when dealing with Americans, emotions tend to run higher, and she often feels frustrated, as opposed to Japanese flyers who tend to be more reserved in stressful or unhappy situations. Jiana has spoken with her supervisor about the stress caused when working with the American emotionality and hopes some suggestions for resolution will be made.

-The difference Jiana experiences between her American clients and her Japanese clients is mainly due to

A) feelings.
B) stereotypes.
C) cultural norms.
D) display rules.
E) apathetic culture.

Question 30

Jiana is a flight attendant for a large airline. She exclusively works a long flight from Japan to New York and is expected to constantly maintain a positive attitude no matter what situation arises. Over the years, Jiana has noticed that when dealing with Americans, emotions tend to run higher, and she often feels frustrated, as opposed to Japanese flyers who tend to be more reserved in stressful or unhappy situations. Jiana has spoken with her supervisor about the stress caused when working with the American emotionality and hopes some suggestions for resolution will be made.

-According to the EVLN model, Jiana is responding to her dissatisfaction in which way?

A) exit
B) voice
C) loyalty
D) neglect
E) noting

Question 31

John and José are both employees at a shoe manufacturing plant. Recently, they went out after work together to discuss their feelings toward a new supervisor who has been causing them stress. John mentioned that he had put in for a transfer to another shift in order to deal with his issues. José confessed to John that he decided he still likes other aspects of his position, regardless of his problems with the supervisor, so he would just wait around to see if the situation would resolve itself.

-According to the EVLN model, John is responding to his dissatisfaction in which way?

A) exit
B) voice
C) loyalty
D) neglect
E) all of these

Question 32

John and José are both employees at a shoe manufacturing plant. Recently, they went out after work together to discuss their feelings toward a new supervisor who has been causing them stress. John mentioned that he had put in for a transfer to another shift in order to deal with his issues. José confessed to John that he decided he still likes other aspects of his position, regardless of his problems with the supervisor, so he would just wait around to see if the situation would resolve itself.

-According to the EVLN model, José is responding to his dissatisfaction in which way?

A) exit
B) voice
C) loyalty
D) neglect
E) all of these

Question 33

Briefly explain and distinguish between the three forms of organizational commitment.

Question 34

Identify and discuss the four major causes of stress described in the text.

Question 35

Most emotions are high-intensity events that we are very aware of.

Question 36

Display rules are norms or explicit rules that require employees to display behaviors representing specific emotions and to hide observable evidence of other emotions.

Question 37

One important element of emotional intelligence is to have an awareness of our own emotions.

Question 38

One strategy to regulate emotions is to simply shift one's focus of attention.

Question 39

Studies indicate that there is a very strong positive correlation between job satisfaction and performance.

Question 40

Normative commitment is based on a felt obligation towards the organization.

Question 41

Many employees experience stress due to organizational constraints such as a lack of equipment or budget funding.

Question 42

Personality is an important reason why people experience different levels of stress when faced with the same stressor.

Question 43

Remote work work-life integration is a way companies can potentially reduce stress.

Question 44

Company wellness programs can be a useful way to change stress perceptions.