Deck 4: Workplace Emotions

Question 1

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

Answer 1

False

Question 2

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

Answer 2

True

Question 3

Beliefs represent our perceptions about the attitude object.

Answer 3

True

Question 4

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

Question 5

Attitudes consist of the following three components:

Question 6

Emotions serve to put us in a state of readiness

Question 7

Emotions are brief events or "episodes" that subside or occur in waves.

Question 8

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

Question 9

People are consciously aware of most emotions they experience.

Question 10

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

Question 11

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

Question 12

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

Question 13

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

Question 14

Attitudes are experiences, whereas emotions are judgments.

Question 15

Feelings represent your conscious positive or negative evaluations of the attitude object.

Question 16

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

Question 17

Moods tend to be longer-term emotional states

Question 18

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

Question 19

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

Question 20

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

Question 21

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

Question 22

The cognitive model describes attitude formation and dynamics, however emotions have no role in this process.

Question 23

Conflict between required and true emotions is called emotional disassociation

Question 24

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

Question 25

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

Question 26

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

Question 27

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

Question 28

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

Question 29

Cognitive dissonance occurs when your attitude is inconsistent with your behaviour.

Question 30

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

Question 31

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

Question 32

People with higher neuroticism tend to experience more negative emotions

Question 33

The influence of both cognitive reasoning and emotions on attitudes is most apparent when they disagree with each other.

Question 34

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 35

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 36

Research has found that humour and fun at work-whether natural or contrived-does not offset the negative experiences.

Question 37

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

Question 38

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

Question 39

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

Question 40

Individuals with weaker emotional stability and introverted personalities experience more positive emotions.

Question 41

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

Question 42

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

Question 43

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

Question 44

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

Question 45

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

Question 46

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

Question 47

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 48

The job satisfaction score in Canada is below the typical American score.

Question 49

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

Question 50

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 51

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 52

The four dimensions of emotional intelligence form a hierarchy.

Question 53

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 54

Emotional intelligence tends to increase with age.

Question 55

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

Question 56

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

Question 57

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

Question 58

Emotional intelligence is a set of abilities

Question 59

Emotional intelligence can be learned to some extent

Question 60

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

Question 61

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

Question 62

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

Question 63

Everyone needs some level of stress to survive.

Question 64

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 65

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

Question 66

The two types of organizational commitment are affective and afflictive.

Question 67

Affective commitment is higher in organizations with moral integrity values.

Question 68

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

Question 69

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

Question 70

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

Question 71

Employees with very high loyalty tend to have high conformity.

Question 72

Lower performance ratings usually reduce continuance commitment

Question 73

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

Question 74

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 75

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

Question 76

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

Question 77

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

Question 78

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

Question 79

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

Question 80

Even experts have trouble defining stress