Question 1

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

Accepted Answer

The three dimensions of emotional intelligence are actually self-awareness, self-regulation, and empathy/sociability. Cognitive dissonance, continuance commitment, and emotional labour are concepts related to organizational behavior and psychology, but not directly related to emotional intelligence.

Question 2

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

Accepted Answer

Job satisfaction is indeed the evaluation of a person's job and work context, indicating the degree of pleasure, fulfillment and happiness that an individual feels towards their work.

Question 3

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.

Accepted Answer

Emotional intelligence involves all of these abilities, as defined by psychologists Mayer and Salovey in 1997.

Question 4

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

Accepted Answer

While cognitive intelligence refers to a person's ability to process information, emotional intelligence refers to the ability to recognize, understand and manage emotions in oneself and others. These are two distinct types of intelligence with different skills and abilities associated with them.

Question 5

Emotional intelligence can be learned to some extent.

Accepted Answer

While some people may have a natural inclination towards emotional intelligence, research has shown that it is a skill that can be developed and improved through practice and effort.

Question 6

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

Accepted Answer

According to the World Happiness Report 2021, Nordic countries (Finland, Denmark, Norway, Iceland, and Sweden) are among the highest ranked countries in terms of job satisfaction, while Canada ranks lower in comparison.

Question 7

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

Accepted Answer

Emotional labour is the process of regulating emotions and expressions to meet the expectations of a particular job or social setting. It can be difficult because it requires individuals to suppress their true emotions and instead display emotions that are appropriate for the situation, which can be emotionally challenging and draining.

Question 8

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

Accepted Answer

Deep acting, which involves trying to feel the emotions one is displaying, tends to be less stressful in the long run compared to surface acting, where one only pretends to experience the emotions they display. This is because deep acting aligns one's internal feelings with their external expressions, reducing the cognitive dissonance and emotional exhaustion associated with surface acting.

Question 9

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

Accepted Answer

Personality traits such as assertiveness, conscientiousness, and agreeableness, as well as previous experiences with job dissatisfaction, organizational commitment, and trust in management can influence an employee's choice of response when faced with job dissatisfaction. This concept is known as the "exit-voice-loyalty-neglect" model of employee responses to job dissatisfaction.

Question 10

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

Accepted Answer

Studies have shown that job satisfaction among Canadian employees is usually above the global average.

Question 11

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

Accepted Answer

According to the exit-voice-loyalty-neglect model, "voice" refers to the behavior of actively and constructively attempting to improve the situation that is causing dissatisfaction. This can include making suggestions and recommendations for improvement.

Question 12

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).

Accepted Answer

This statement is true. Employees who engage in deep acting try to genuinely feel the emotions required for their job, which reduces stress associated with emotional labor. On the other hand, surface acting involves displaying emotions that are not genuinely felt, which can lead to increased stress and emotional exhaustion over time.

Question 13

The four dimensions of emotional intelligence form a hierarchy.

Accepted Answer

The four dimensions of emotional intelligence (self-awareness, self-management, social awareness, and relationship management) build upon each other to form a hierarchy. Self-awareness is the foundation, followed by self-management, then social awareness, and finally relationship management at the top.

Question 14

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

Accepted Answer

Studies have shown that job dissatisfaction results in higher turnover rates and increased absenteeism among employees. When employees are not happy with their jobs, they are more likely to leave and miss work due to low morale, lack of motivation, and decreased job engagement.

Question 15

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

Accepted Answer

Emotional display rules vary across cultures and can differ in terms of what emotions are considered acceptable to show in public, the intensity of emotional expression, and the circumstances in which certain emotions are appropriate to display.

Question 16

Emotional intelligence is a set of abilities.

Accepted Answer

Emotional intelligence is a set of abilities related to the processing, understanding, and management of emotions. It involves skills such as empathy, self-awareness, self-regulation, motivation, and social skills.

Question 17

Job satisfaction in Canada is below the typical American score.

Accepted Answer

According to a 2019 Gallup poll, job satisfaction in Canada was at 68%, while in the United States it was at 74%. Therefore, job satisfaction in Canada is below the typical American score.

Question 18

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

Accepted Answer

Managing others' emotions involves empathy, understanding and responding appropriately to their emotional state, which requires a high level of emotional intelligence.

Question 19

Emotional intelligence tends to increase with age.

Accepted Answer

Studies have shown that emotional intelligence can increase with age as people have more life experiences and opportunities to develop their emotional regulation skills.

Question 20

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.

Accepted Answer

The exit-voice-loyalty-neglect model suggests that employees have four possible responses to job dissatisfaction: exit (quitting), voice (making complaints or suggestions for improvement), loyalty (remaining committed to the job despite dissatisfaction), or neglect (reducing effort or productivity without actively trying to improve the situation). Waiting patiently for the problem to resolve itself or be resolved by others is not explicitly described as one of the responses in this model.

Quiz 4: Workplace Emotions, Attitudes, and Stress