Deck 4: Workplace Emotions, Attitudes and Stress

Question 1

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

Answer 1

True

Question 2

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

Answer 2

True

Question 3

Emotional intelligence can be learned to some extent.

Answer 3

True

Question 4

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

Question 5

Beliefs represent our perceptions about the attitude object.

Question 6

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

Question 7

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

Question 8

Employees minimise 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 9

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

Question 10

Emotions are communications to ourselves and put us in a state of readiness.

Question 11

People are aware of most emotions they experience.

Question 12

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

Question 13

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

Question 14

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

Question 15

Emotional intelligence can be learned and so tends to increase with age.

Question 16

Cognitive dissonance will be greater when the dissonant behaviour is known to everyone,was voluntary and is not easy to change.

Question 17

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

Question 18

Emotional intelligence represents a set of competencies.

Question 19

Relationship management represents the highest level of emotional intelligence.

Question 20

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

Question 21

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

Question 22

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

Question 23

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

Question 24

Researchers have found a consistently strong positive association between job satisfaction and job performance.

Question 25

International research has found that the incidence of workplace violence and harassment in Australia is much lower than in the United States.

Question 26

Inflexible work schedules and long commuting time to work may cause stress in the employee's family relationships.

Question 27

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

Question 28

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

Question 29

Everyone needs some level of stress to survive.

Question 30

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

Question 31

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

Question 32

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

Question 33

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

Question 34

Financial incentives to stay with the organisation (i.e.golden handcuffs)usually reduce continuance commitment.

Question 35

Employees in some countries report lower levels of job satisfaction partly because cultural norms cause them to subdue their true opinions.

Question 36

Employees are more likely to experience stress when they lack control over their work activities.

Question 37

The relationship between job satisfaction and job performance would likely be stronger if more organisations rewarded good performance.

Question 38

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

Question 39

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

Question 40

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

Question 41

Self-awareness is the ability to perceive and understand the meaning of:

A) Self management
B) Relationship management
C) Conscious information
D) One's own emotions

Question 42

Work enthusiasts are described as a type of workaholic.

Question 43

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

A) Behavioural intentions
B) Emotions
C) Beliefs
D) Emotions and beliefs

Question 44

Time-based conflict is related to work overload.

Question 45

Stress is a physiological and psychological condition that prepares us to adapt to:

A) Relaxed environmental conditions
B) Hostile environmental conditions
C) Consumer resources
D) Conscious evaluations

Question 46

Feelings represent our:

A) Cognitive perspective
B) Intentional evaluations
C) Positive or negative evaluations
D) All of the options listed here are correct

Question 47

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 ourselves about the presence of relevant events in the external environment
D) All of the options listed here are correct

Question 48

Someone who works in a so-called 'high-stress job' might experience the same level of stress as someone who works in a low-stress job.

Question 49

Resilience is the capability of individuals to cope successfully in the face of significant change,adversity or risk.

Question 50

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

Question 51

Research has found that people who are expected to display certain emotions at work rarely display those emotions in non-work activities.

Question 52

Emotions and attitudes usually lead to behaviour,but the opposite sometimes occurs through the process of:

A) Emotional labour
B) Emotional dissonance
C) Cognitive dissonance
D) Beliefs and feelings

Question 53

Emotions are experiences.They represent changes in our:

A) Emotional state
B) Physiological state
C) Human behaviour
D) None of the options listed here is correct

Question 54

Attitudes are judgments,whereas emotions are:

A) Experiences
B) Beliefs
C) Emotional processes
D) Assessed feelings

Question 55

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

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

Question 56

An employee has high calculative commitment when he or she says:

A) 'I hate this place but can't afford to quit'
B) 'I love this place'
C) 'I will see what I can do'
D) 'I am committed to the job'

Question 57

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

Question 58

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

Question 59

Which of the following is an emotion?

A) Surprise
B) Perception
C) Values
D) Job dissatisfaction

Question 60

Companies can reduce employee stress by transferring them to jobs for which they are better qualified.

Question 61

Organisational loyalty tends to increase when employees:

A) Are involved in organisational decisions and hold personal values that are congruent with the organisation's values
B) Are kept informed about significant organisational activities
C) Receive fair pay and working conditions from their employer
D) All of the options listed here are correct

Question 62

Why is emotional labour an issue for employees in the fast paced service industries?

Question 63

Emotional dissonance is:

A) The emotion people experience when they are dissatisfied with their pay cheque
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 organisational settings

Question 64

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 options listed here are correct

Question 65

How does the EVLN model help an organisation with an employee's response to dissatisfaction?

Question 66

Describe the four dimensions of emotional intelligence.

Question 67

The highest level of emotional intelligence is:

A) Self-awareness
B) Affective
C) Organisational comprehension
D) None of the options listed here is correct

Question 68

Positive and negative traits are part of one's personality.How does personality affect a person's attendance,turnover and long term work attitudes?

Question 69

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 realise that your emotions are causing you to act differently toward someone than you had intended
D) None of the options listed here is correct

Question 70

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'

Question 71

What role does culture play in how we display our emotions in the workplace?

Question 72

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

Question 73

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

A) Intentions $\rarr$ feelings $\rarr$ beliefs $\rarr$ behaviour
B) Behaviour $\rarr$ job satisfaction $\rarr$ cognitive dissonance $\rarr$ organisational commitment
C) Beliefs $\rarr$ feelings $\rarr$ intentions $\rarr$ behaviour
D) Cognitive dissonance $\rarr$ behavioural intentions $\rarr$ job satisfaction $\rarr$ behaviour

Question 74

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 Australians 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 organisation

Question 75

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) Emotions directly influencing behaviour

Question 76

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

A) Exit
B) Voice
C) Commitment
D) Neglect

Question 77

Which of these jobs would normally require emotional labour?

A) Bill collector
B) Funeral director
C) Disney World employee dressed up as Mickey Mouse
D) All of the options listed here are correct

Question 78

Define cognitive dissonance.

Question 79

How can job satisfaction create a positive effect on customer service?

Question 80

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 options listed here are correct