Deck 4: Workplace Emotions, Attitudes, and Stress

Question 1

Which of these statements about emotions is FALSE?

A)Emotions are influenced by our personality traits.
B)Emotions are directed towards specific people or objects,whereas moods are not directed towards anything in particular.
C)Emotions include a person's beliefs,feelings and behavioural intentions.
D)Emotions influence a person's assessed feelings about the attitude object.
E)Some people have positive emotional states due to their personality.

Answer 1

C

Question 2

Which of the following is NOT usually identified as a category of emotions?

A)Recognition
B)Excited
C)Fearful
D)Relaxed
E)Gloomy

Answer 2

A

Question 3

The uncomfortable tension felt when our behaviour and attitudes are inconsistent with each other is called:

A)cognitive distance.
B)emotional intelligence.
C)cognitive justification.
D)cognitive dissonance.
E)neglect.

Answer 3

D

Question 4

Emotions affect behaviour:

A)through a person's beliefs.
B)through a person's feelings.
C)directly.
D)through a person's beliefs and through a person's feelings.
E)All of the above answers are correct.

Question 5

Emotions are defined as:

A)feelings that are not directed towards anything in particular.
B)our judgments about what is right or wrong.
C)our intentions to act towards the attitude object.
D)the cluster of beliefs,assessed feelings and behavioural intentions towards an attitude object.
E)None of the answers apply.

Question 6

Which of the following best represents the most common linkage between attitudes and behaviour?

A)Intentions->feelings->beliefs->behaviour.
B)Behaviour->job satisfaction->cognitive dissonance->organizational commitment.
C)Beliefs->feelings->intentions->behaviour.
D)Cognitive dissonance->behavioural intentions->job satisfaction->behaviour.
E)Behaviour->feelings->intentions->beliefs.

Question 7

Which of these jobs would normally require emotional labour?

A)Bank teller
B)Bill collector
C)Funeral director
D)Disney World employee dressed up as Mickey Mouse
E)All of the answers are correct

Question 8

After working weeks on a difficult proposal for a client,Jack learns that the client has accepted the proposal and will award the contract to Jack's firm.Upon hearing this from his boss,Jack yelps 'Yahoo!' and thrusts his fisted arm in the air.This behaviour is most likely an example of:

A)perceptions directly influencing beliefs.
B)behavioural intentions directly influencing behaviour.
C)emotions directly influencing feelings.
D)beliefs directly influencing feelings.
E)emotions directly influencing behaviour.

Question 9

Which of the following is an emotion?

A)Surprise
B)Perception
C)Values
D)Job dissatisfaction
E)Organizational commitment

Question 10

Beliefs,feelings,and behavioural intentions are components of:

A)attitudes.
B)the EVLN model.
C)organizational commitment.
D)emotions.
E)the psychological contract.

Question 11

Both Jane and Joey believe that their boss makes them stay late to complete work and are assigned challenging workloads.Even though they have the same beliefs about their boss,Jane complains to higher management about her boss' behaviour whereas Joey does not complain.According to the model of emotions,attitudes,and behaviour,Jane and Joey probably engaged in different behaviour toward their boss because:

A)they might have different feelings about their boss's characteristics.
B)their unique experiences in the past have reinforced different behaviour intentions.
C)they experience different emotions regarding staying late for work and observing their boss's poor interpersonal skills.
D)All of the answers are correct.
E)The model of emotions,attitudes,and behaviour cannot explain why people with the same beliefs engage in different behaviours.

Question 12

Which of the following statements about emotions is FALSE?

A)We continuously experience an emotion for days or weeks at a time.
B)We experience emotions psychologically.
C)We experience emotions physiologically.
D)Emotions create a state of readiness.
E)Emotions are directed toward someone or something.

Question 13

In the model of emotions,attitudes,and behaviour,feelings are directly influenced by:

A)behavioural intentions.
B)emotions.
C)beliefs.
D)All of the answers are correct.
E)Emotions and beliefs.

Question 14

Emotions have what effect on us?

A)They make us aware of events that possibly affect our important goals.
B)They put us into a state of readiness.
C)They provide a communication to us about the presence of relevant events in the external environment.
D)They make us aware of events that possibly affect our important goals and they provide a communication to ourselves about the presence of relevant events in the external environment.
E)All of the above answers are correct.

Question 15

Joy,fear,and anger are types of:

A)attitudes.
B)perceptions.
C)behavioural intentions.
D)emotions.
E)moods.

Question 16

Which of the following statements about work attitudes and behaviour is FALSE?

A)Our beliefs about someone represent the best predictor in the attitude model of our behaviour toward that person.
B)In some circumstances,our behaviours towards an attitude object cause us to change our attitudes towards that object.
C)People with the same behavioural intentions toward an attitude object might engage in different behaviours toward that object.
D)Two employees with the same feelings towards an attitude object might form different intentions towards that object.
E)Work attitudes can predict employee behaviour to some extent.

Question 17

Anger,fear,joy and sadness represent:

A)beliefs that influence our attitudes towards something or someone.
B)the first four stages of emotional labour.
C)types of emotions.
D)four dimensions of job satisfaction.
E)beliefs that influence our attitudes towards something or someone and types of emotions.

Question 18

Which of these statements represents the feeling dimension of attitudes?

A)I don't like how my boss treats his employees.
B)I want to transfer out of this department to get away from this manager.
C)My supervisor barks at his employees in public.
D)I intend to tell the human resource manager that my supervisor should be demoted.
E)All of the answers are correct.

Question 19

________ are brief physiological,behavioural,and psychological experiences directed toward someone or something that put people in a state of readiness.

A)Attitudes
B)Perceptions
C)Behavioural intentions
D)Emotions
E)Most forms of organizational commitment

Question 20

The difference between emotions and attitudes is comparable to the difference between:

A)eating something versus drinking something.
B)experiencing something versus judging something.
C)perceiving something versus behaving toward something.
D)knowing about something versus doing something.
E)there is no difference between emotions and attitudes; they are the same thing.

Question 21

The competency most strongly associated with awareness of others' emotions is:

A)sympathy.
B)sociopathy.
C)empathy.
D)self-management.
E)telepathy.

Question 22

Emotional dissonance is:

A)the emotion people experience when they are dissatisfied with their paycheque.
B)a significant cause of stress and job burnout.
C)present whenever emotional labour is not required in the job.
D)the main source of ethical conduct in organizational settings.
E)The emotion people experience when they are dissatisfied with their paycheque and the main source of ethical conduct in organizational settings.

Question 23

Emotional labour refers to:

A)the effort,planning,and control needed to express organizationally desired emotions during interpersonal transactions.
B)the tendency to change our attitudes so they become more consistent with our behaviours.
C)a person's evaluation of the job and work context.
D)a person's emotional attachment to identification with,and involvement in a particular organization.
E)None of the answers defines emotional labour.

Question 24

________ involves modifying behaviour to be consistent with required emotions but continuing to hold different internal feelings.

A)Deep acting
B)Pretending
C)Surface acting
D)Method acting
E)Being a drama queen

Question 25

Inspiring others,managing conflict,and developing others' capabilities are:

A)required in all psychological contracts.
B)abilities representing the highest level of emotional intelligence.
C)elements of the circumplex model of emotions.
D)three of the main causes of continuance commitment.
E)three categories in the exit-voice-loyalty-neglect (EVLN)model.

Question 26

Which of the following statements about job satisfaction is TRUE?

A)Job satisfaction refers to the emotional experiences that people have at work.
B)Surveys over the past decade have reported that the large majority of Canadians are dissatisfied with their jobs.
C)Employees can be satisfied with some aspects of the job while dissatisfied with other aspects of the job.
D)Job satisfaction is usually defined as the employee's emotional attachment to,identification with,and involvement in a particular organization.
E)Job satisfaction is a personal value,not an attitude.

Question 27

Emotional dissonance occurs when:

A)there are no known emotional display rules for a particular situation.
B)we experience conflict between the required emotions and our true emotions.
C)we work with someone who has high emotional intelligence.
D)job satisfaction is at the same level as organizational commitment.
E)Either there are no known emotional display rules for a particular situation or we work with someone who has high emotional intelligence.

Question 28

A person's evaluation of his or her job and work context is called:

A)job satisfaction.
B)emotional intelligence.
C)affective commitment.
D)cognitive dissonance.
E)emotions.

Question 29

Self-awareness is the _________ level of _______.

A)lowest; emotional intelligence.
B)highest; emotional labour.
C)highest; emotional intelligence.
D)highest; continuance commitment.
E)lowest; affective commitment.

Question 30

Emotional labour is defined as any situation in which:

A)you get upset with customers at times when you are supposed to remain calm.
B)you begin to feel burned out from facing too many customers in one day.
C)you don't realize that your emotions are causing you to act differently toward someone than you had intended.
D)All of the answers are correct.
E)none of the answers represent the emotional labour definition.

Question 31

Which of these statements about emotional labour is FALSE?

A)Most jobs involving customer service require some degree of emotional labour.
B)Research indicates that emotional display rules and standards are very similar around the world.
C)Emotional labour increases with the extent to which employees must abide by emotional display rules.
D)In spite of the presence of emotional display rules,it is difficult to hide our true emotions.
E)Display rules are norms requiring employees to display certain emotions and withholding others.

Question 32

Claude is usually able to calm employees when they are upset and to get others enthusiastic about an otherwise mundane activity.This ability probably means that Claude has:

A)the highest level of emotional intelligence.
B)the highest level of negative affectivity.
C)a high degree of continuance commitment.
D)all of the above.
E)both 'A' and 'C'.

Question 33

Emotional intelligence is best described as:

A)a personality trait.
B)a set of abilities.
C)a form of organizational commitment.
D)an action-tendency indicating that the person is highly motivated.
E)a form of empathy.

Question 34

Awareness of one's emotions and the emotions of others are elements of:

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

Question 35

The highest level of emotional intelligence is:

A)self-awareness.
B)affective.
C)organizational comprehension.
D)behavioural intentions.
E)None of the answers apply.

Question 36

Management of others' emotions is:

A)a negative,highly activated emotion.
B)one of three types of organizational commitment.
C)an outcome of emotional dissonance.
D)the highest level of emotional intelligence.
E)the opposite of employability the psychological contract.

Question 37

Which of these statements about emotional intelligence is FALSE?

A)Emotional intelligence can be learned to some extent.
B)Preliminary evidence suggests that medical professionals have slightly below average emotional intelligence.
C)Older employees tend to have lower levels of emotional intelligence than do younger employees.
D)Emotional intelligence is related to the concept of maturity.
E)People with high emotional intelligence tend to perform better in jobs requiring emotional labour.

Question 38

Emotional intelligence includes the ability to:

A)avoid acting impulsively.
B)understand and be sensitive to the feelings of others.
C)manage the emotions of others.
D)do all of the above.
E)do 'A' and 'C' only.

Question 39

The ability to perceive and express emotion,assimilate emotion in thought,understand and reason with emotion,and regulate emotion in oneself and others is called:

A)emotional intelligence.
B)emotional labour.
C)cognitive dissonance.
D)self-awareness.
E)job satisfaction.

Question 40

Managing our emotions and the emotions of others represents:

A)the main feature of psychological contracts.
B)the highest level of emotional intelligence.
C)one of the four parts of the circumplex model of emotions.
D)one of the main causes of continuance commitment.
E)one of the four categories in the exit-voice-loyalty-neglect (EVLN)model.

Question 41

Employees with strong organizational commitment are more likely to:

A)engage in organizational citizenship behaviours.
B)steal from their employer.
C)show up late for work.
D)quit their jobs.
E)All of the answers are correct.

Question 42

By asking a single direct question (such as "How satisfied are you with your job?"),job satisfaction surveys tend to:

A)underestimate the true level of job satisfaction among employees.
B)measure organizational commitment rather than job satisfaction.
C)overestimate the true level of job satisfaction among employees.
D)confuse people who are completing the survey.
E)provide a better estimate of job satisfaction than if the survey asked several questions.

Question 43

Happy workers (those with higher job satisfaction)tend to be more productive workers:

A)in every job.
B)only when those workers have high emotional intelligence.
C)mainly in jobs where employees rewards are linked to their work output.
D)only in jobs requiring continuous direct supervision.
E)never job satisfaction has no effect on job performance.

Question 44

The concept of affective organizational commitment includes:

A)an emotional attachment to the organization.
B)an identification with the organization.
C)an involvement with the organization.
D)All of the answers are correct.
E)None of the answers apply.

Question 45

Which of these statements about job satisfaction and customer satisfaction is TRUE?

A)Employees with higher job satisfaction tend to give poorer customer service.
B)Satisfied employees have a more positive mood,which communicates friendliness to customers.
C)Satisfied employees are less likely to quit,so customers receive more consistent and familiar service.
D)Satisfied employees are more likely to engage in "neglect," so customers receive poorer service from these employees.
E)Satisfied employees have a more positive mood,which communicates friendliness to customers and are less likely to quit,so customers receive more consistent and familiar service.

Question 46

According to the EVLN model,people who are dissatisfied with their jobs might:

A)quit.
B)complain about the dissatisfying aspects of their jobs.
C)increase their absenteeism from work.
D)keep quiet and hope the sources of job dissatisfaction are eventually corrected.
E)All of the answers are correct

Question 47

Organizational behaviour experts have concluded that:

A)as job performance increases,job satisfaction decreases.
B)job performance is the best predictor of job satisfaction.
C)job satisfaction is the best predictor of job performance.
D)there is a moderate positive relationship between job performance and job satisfaction.
E)job performance is the best predictor of job satisfaction and job satisfaction is the best predictor of job performance.

Question 48

Which of the following statements about job satisfaction and job performance is TRUE?

A)Employees who are dissatisfied with their jobs never have high job performance.
B)Job satisfaction has almost no effect on job performance.
C)Employees who are satisfied with their jobs tend to have somewhat higher job performance.
D)Happy workers are less productive workers.
E)High-performing employees have higher job satisfaction only after they have received a financial reward for performing their jobs well.

Question 49

When employees have higher job satisfaction they tend to:

A)provide friendlier service to customers.
B)get angry at customers more often than when they were dissatisfied with their jobs.
C)provide the same quality of customer service as when they were dissatisfied with their jobs.
D)provide more consistent service to customers because of their longer employment in the job.
E)stay on the job longer,so they have better knowledge and skills to serve clients.

Question 50

Which of the following tends to result in increased continuance commitment?

A)Corporate leaders demonstrate increasing trust in employees.
B)The company helps employees learn more about the organization through departmental visits and special seminars on company products.
C)Employees receive low interest loans and other incentives from their employer that make it costly for them to quit.
D)The company's values are similar to the employee's personal values.
E)All of the answers are correct.

Question 51

According to the employee-customer-profit-chain model:

A)employees believe it is in their best interest to remain with the organization.
B)employees who are satisfied with their jobs are less likely to quit.
C)higher customer satisfaction results in repeat business and higher profits for the organization.
D)all of the above.
E)both 'B' and 'C'

Question 52

Compared to people with low job satisfaction,employees with high job satisfaction usually have which of the following?

A)Lower employee turnover.
B)Better job performance.
C)Lower absenteeism.
D)All of the answers are correct.
E)None of the answers apply.

Question 53

Employees with an emotional attachment to,identification with,and involvement in a particular organization are said to have:

A)a high level of pay satisfaction.
B)extreme emotional dissonance.
C)a low level of emotional activation.
D)a high level of continuance commitment.
E)None of the answers apply.

Question 54

The exit-voice-loyalty-neglect (EVLN)model:

A)outlines the four consequences of emotional intelligence.
B)identifies the four ways to manage employee emotions.
C)explains why the psychological contract differs between employees and their employers.
D)is a template for organizing and understanding the consequences of job dissatisfaction.
E)explains the main differences between affective commitment and continuance commitment.

Question 55

Which of the following tends to occur when organizations use 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 job satisfaction.
D)Employees decrease their level of emotional intelligence.
E)Employees decrease their level of continuance commitment.

Question 56

Sue is unhappy about her work situation and her supervisor,so she has started to pay less attention to the quality of her work.She also arrives late for work and generally puts less effort into her work.This information suggests that Sue's main reaction to job dissatisfaction is:

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

Question 57

Continuance commitment is explicitly discussed in the topic of emotional intelligence as:

A)the main process through which people become emotional attached to the organization.
B)the main process through which you manage the emotions of others.
C)the means through which people become sensitized to the perceptions and needs of others.
D)the way in which employees are trained to develop higher emotional intelligence.
E)Continuance commitment is not explicitly discussed in the topic of emotional intelligence.

Question 58

The positive effect of job satisfaction on customer satisfaction is most clearly explained by:

A)organizational commitment.
B)emotional intelligence.
C)affective commitment.
D)employee-customer-profit chain model.
E)None of the above

Question 59

Shawna is dissatisfied with her co-workers for not assisting her when she recently needed additional resources for a project,and is frustrated that her boss has not supported her work or recognized her job performance.In spite of these problems,Shawna does not complain and does not intend to move elsewhere.Instead,she maintains her level of work effort and hopes the company will eventually correct these problems.According to the EVLN model,Shawna is mainly engaging in:

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

Question 60

Employees who stay with an organization mainly because they believe it will cost them financially to leave,likely have:

A)high continuance commitment.
B)high emotional intelligence.
C)high affective commitment.
D)All of the answers are correct.
E)None of the answers apply; these employees have low organizational commitment.

Question 61

People who lack energy,feel tired,and think their emotional resources are depleted:

A)are in the final stages of workaholism.
B)have a Type B behaviour pattern.
C)are experiencing the final stage of job burnout.
D)will probably engage in workplace aggression unless they soon manage the stress.
E)are experiencing the first stage of job burnout.

Question 62

People who frequently experience the general adaptation syndrome:

A)have increased risk of physiological and psychological damage.
B)become immune to the effects of this syndrome.
C)learn to adapt to the consequences of stress.
D)eventually develop an overwhelming need to work.
E)have a long-term risk of increased physiological and psychological damage AND become immune to the effects of this syndrome.

Question 63

The general adaptation syndrome is:

A)the most common strategy that employees use to cope with work-related stressors.
B)an innovative corporate practice that removes unnecessary stressors from the work site.
C)a stress disorder that was once rare but is becoming increasingly common among executives.
D)a model of the stress experience.
E)a form of social support where several employees experience the same form of stress and help each other through the experience.

Question 64

The three stages of the general adaptation syndrome,in order,are:

A)exhaustion,recovery,burnout.
B)exhaustion,resistance,alarm reaction.
C)emotional exhaustion,cynicism,reduced efficacy.
D)cynicism,resistance,reduced efficacy.
E)alarm reaction,resistance,exhaustion.

Question 65

Keeping employees informed about and involved in the organization tends to:

A)increase affective commitment.
B)reduce job satisfaction.
C)produce cognitive dissonance.
D)reduce emotional intelligence.
E)have no effect on work attitudes.

Question 66

Which of the following statements about stress is FALSE?

A)Employees are the most productive when they experience no stress.
B)Stress is caused by stressors.
C)Canadian women in management jobs experience more stress than men in similar jobs.
D)The general adaptation syndrome describes the stress experience.
E)Continued exposure to very high stress levels may lead to permanent physiological and psychological damage.

Question 67

Recent evidence indicates that:

A)few Canadians experience work-related stress.
B)Japanese employees report less anxiety and stress today than two decades ago.
C)work-related stress is almost non-existent in India and the United Kingdom.
D)All of these statements are correct.
E)None of these statements are correct.

Question 68

Eustress refers to:

A)the degree of physiological,psychological and behavioural deviation from healthy functioning.
B)stress experienced by anyone who is less than 25 years old.
C)the process of emotional exhaustion,cynicism and reduced efficacy resulting from prolonged exposure to stress.
D)any stressful situation that causes the employee to experience involuntary fits of laughter.
E)the healthy,positive,constructive outcome of stressful events and the stress response.

Question 69

Which of the following tends to increase due to higher employee involvement?

A)Affective commitment
B)Cognitive dissonance
C)Continuance commitment
D)All of the answers are correct
E)None of the answers apply

Question 70

Stress is best described as:

A)the physiological disorders we experience from adverse environmental conditions.
B)an adaptive response to a situation that is perceived as challenging or threatening to the person's well-being.
C)a series of events that cause emotional exhaustion and cynicism towards customers.
D)environmental conditions that place a physical or emotional demand on the person.
E)a behaviour pattern of people with low risk of heart disease.

Question 71

Organizational loyalty tends to increase when employees:

A)are involved in organizational decisions.
B)are kept informed about significant organizational activities.
C)receive fair pay and working conditions from their employer.
D)hold personal values that are congruent with the organization's values.
E)All of the answers are correct.

Question 72

According to the general adaptation syndrome,the first stage of stress adaptation is:

A)exhaustion.
B)resistance.
C)relapse.
D)role ambiguity.
E)None of these statements are correct.

Question 73

Job burnout includes:

A)emotional exhaustion.
B)cynicism.
C)feelings of reduced efficacy.
D)all of these conditions.
E)only cynicism and emotional exhaustion,NOT feelings of reduced efficacy.

Question 74

Which of the following is a source of stress in the workplace?

A)Sexual harassment
B)Psychological harassment
C)Low task control
D)Work overload
E)All of these statements are sources of workplace stress

Question 75

Emotional exhaustion and increased cynicism are:

A)two stages of job burnout.
B)two physiological consequences of stress.
C)two elements of the general adaptation syndrome.
D)characteristics that identify people with a Type B behaviour pattern.
E)the two most common sources of stress.

Question 76

Emotional exhaustion,cynicism,and reduced efficacy are characteristics of:

A)eustress.
B)job burnout.
C)hypertension.
D)low motivation.
E)workaholism.

Question 77

The stress experience in moderation is known as:

A)distress.
B)burnout.
C)the general adaptation syndrome.
D)eustress.
E)Type A behaviour pattern.

Question 78

The adaptive response to a situation that is perceived as challenging or threatening to the person's well-being is called:

A)self-leadership.
B)job burnout.
C)eustress.
D)workaholism.
E)stress.

Question 79

Which of the following describes the stress experience?

A)General adaptation syndrome
B)Job burnout
C)Stressors
D)Strain-based conflict
E)Type A behaviour pattern

Question 80

The general adaptation syndrome model includes all of the following EXCEPT:

A)a three-stage process.
B)resistance.
C)cynicism.
D)alarm reaction.
E)exhaustion.