Deck 4: Workplace Emotions, Attitudes, and Stress

Question 1

Attitudes are fleeting physiological experiences we have in response to an attitude object.

Answer 1

False

Question 2

Emotions generate a core affect that something is good or bad,helpful or harmful,to be approached or avoided.

Answer 2

True

Question 3

Attitudes consist of the following three components: emotions,beliefs,and behaviours.

Answer 3

False

Question 4

A person's emotions are influenced by his or her personality,not just from workplace experiences.

Question 5

Attitudes develop from our emotional experiences as well as from the perceptual process.

Question 6

Attitudes represent a cluster of beliefs,motivation,and feelings about an attitude object.

Question 7

Research concludes that when our emotions and logical analysis of a situation conflict with each other,we should follow our emotions.

Question 8

People are consciously aware of most emotions they experience.

Question 9

Strong emotions trigger our conscious awareness of a threat or opportunity in the external environment.

Question 10

In the model of emotions,attitudes,and behaviour,feelings lead to beliefs,which in turn lead to behaviours.

Question 11

Moods represent our reaction to specific people or events,whereas emotions are not directed toward anything in particular.

Question 12

One way people reduce cognitive dissonance is by changing their beliefs and feelings.

Question 13

Beliefs represent our perceptions about the attitude object.

Question 14

Emotions are brief events or "episodes".HYPERLINK ""

Question 15

Moods tend to be longer-term emotional states.

Question 16

People with the same feelings may form different behavioural intentions based on their unique past experience.

Question 17

Emotions serve to put us in a state of readiness.

Question 18

Cognitive dissonance is more likely to occur when the dissonant behaviour is known to everyone,was done voluntarily,and can't be undone.

Question 19

Emotional labour refers to any physical work that makes employees feel angry that they must perform this kind of work.

Question 20

Emotions represent the cluster of beliefs,assessed feelings,and behavioural intentions towards something or someone.

Question 21

Emotional intelligence is a set of abilities.

Question 22

The four dimensions of emotional intelligence form a hierarchy.

Question 23

Employees experience less stress from emotional labour when they practice surface acting rather than deep acting.

Question 24

Experts have concluded that cognitive intelligence and emotional intelligence are the same thing.

Question 25

Emotional dissonance is most common where emotional display rules are highly regulated and employees must display emotions quite different from their true emotions.

Question 26

Emotional dissonance refers to the conflict experienced between the emotions we are required to display and our true emotions in that situation.

Question 27

Display rules are norms that require employees to show certain emotions and to withhold others.

Question 28

Emotional intelligence refers to the ability to perceive and express emotion,assimilate emotion in thought,understand and reason with emotion,and regulate emotion in oneself and others.

Question 29

Conflict between required and true emotions is called emotional disassociation.

Question 30

According to a major study,most Canadians agree with the statement that overtly expressing personal emotions at work is unprofessional.

Question 31

Employees minimize the stress from emotional labour by actually changing their emotions to match the job requirements (deep acting),rather than displaying emotions contrary to their true emotions (surface acting).

Question 32

Three dimensions of emotional intelligence are cognitive dissonance,continuance commitment,and emotional labour.

Question 33

Emotional dissonance occurs when we use our emotional intelligence on others but other people do not use their emotional intelligence on us.

Question 34

Emotional intelligence can be learned to some extent.

Question 35

Management of others' emotions represents the highest level of emotional intelligence.

Question 36

The norms and expectations governing emotional display rules are similar around the world.

Question 37

Emotional intelligence tends to increase with age.

Question 38

Emotional labour can be difficult for most of us,because it is difficult to conceal true emotions.

Question 39

Job satisfaction represents a person's evaluation of his or her job and work context.

Question 40

Jobs require more emotional labour when employees must display a variety of emotions,rather than just one or two.

Question 41

Job satisfaction can influence the organization's reputation in the community.

Question 42

Employees with very high loyalty tend to have high conformity.

Question 43

The relationship between job satisfaction and job performance would likely be stronger if more organizations provided valued rewards for good performance.

Question 44

Employees are more likely to quit their jobs and be absent from work if they are dissatisfied with their jobs.

Question 45

Continuance commitment motivates employees to increase their work effort beyond expectations.

Question 46

Continuance commitment is a calculative decision to remain with the organization,rather than an emotional attachment to the firm.

Question 47

The service profit chain model states that companies with higher profits tend to subsequently lay off employees,which reduces the future number of customers.

Question 48

Job satisfaction among Canadian employees is usually above the global average.

Question 49

According to the exit-voice-loyalty-neglect model,some dissatisfied employees engage in "voice" by constructively recommending solutions to the source of their dissatisfaction.

Question 50

The exit-voice-loyalty-neglect model states that some employees respond to their job dissatisfaction by patiently waiting for the problem to work itself out or get resolved by others.

Question 51

Employees with high levels of affective commitment tend to engage in more organizational citizenship behaviours.

Question 52

Research indicates that employees with higher job satisfaction tend to provide better customer service.

Question 53

Lower performance ratings usually reduce continuance commitment.

Question 54

Researchers have consistently found that there is a strong positive relationship between job satisfaction and job performance.

Question 55

Job satisfaction in Canada is below the typical American score.

Question 56

Employees with higher job satisfaction tend to convey more friendliness and positive feelings to customers.

Question 57

Employees in Nordic countries report higher levels of job satisfaction than employees in Canada.

Question 58

Organizational commitment refers to an employee's contractual obligation to provide a minimum amount of time and effort to the organization in return for a fair day's pay from the organization.

Question 59

Personality and previous experiences influence an employee's decision to engage in exit,voice,loyalty,or neglect when they are dissatisfied with their job.

Question 60

The two types of organizational commitment are affective and afflictive.

Question 61

Employees with very high loyalty tend to have high conformity,which results in lower creativity.

Question 62

Trust is a reciprocal activity;to receive trust from employees,corporate leaders must demonstrate their trust in those employees.

Question 63

Affective commitment is higher in organizations that fulfil their obligations to employees.

Question 64

Affective commitment is higher in organizations with moral integrity values.

Question 65

The general adaptation syndrome describes the consequences of stress.

Question 66

Everyone needs some level of stress to survive.

Question 67

The individual's energy level and ability to cope with stress decrease at the beginning of the general adaptation syndrome.

Question 68

Employees can build up a resistance to stress by frequently experiencing the exhaustion stage of the general adaptation syndrome.

Question 69

Employees tend to have higher organizational commitment when their personal values differ from the company's values.

Question 70

People began using the word stress to describe the human response to harsh environmental conditions more than 500 years ago.

Question 71

There are three stages in the job burnout process.

Question 72

Stress is a psychological and physiological adaptive response to a situation that is perceived as challenging or threatening to the person's well-being.

Question 73

Resistance is the final stage of the stress experience (i.e.the general adaptation syndrome).

Question 74

Even experts have trouble defining stress.

Question 75

Stress refers mainly to environmental conditions that cause people to experience fear.

Question 76

In the final stage of job burnout,affected employees quit their jobs.

Question 77

Work-related stress is an affliction in Canada and the United States that is a relatively minor workplace concern in other countries.

Question 78

Trust,employee involvement,and organizational comprehension tend to increase organizational commitment.

Question 79

Eustress refers to the short-term causes of stress,whereas distress refers to long-term causes.

Question 80

Employees experience more continuance commitment when the organization provides opportunities for employee involvement.