Question 1

Emotional intelligence is a set of abilities.

Accepted Answer

Emotional intelligence is widely recognized as a set of abilities involving awareness of one's own emotions and those of others, the ability to manage and regulate one's emotions, and the ability to use emotions to guide thought and behavior in effective ways.

Question 2

The four dimensions of emotional intelligence form a hierarchy.

Accepted Answer

The answer of The four dimensions of emotional intelligence form...

Question 3

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 4

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

Accepted Answer

Cognitive intelligence and emotional intelligence are two distinct types of intelligence. While cognitive intelligence refers to an individual's ability to acquire and apply knowledge and skills, emotional intelligence refers to their ability to understand and manage their own emotions, as well as the emotions of others.

Question 5

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

Accepted Answer

Emotional dissonance occurs when there is a mismatch between the emotions an individual feels and the emotions they are required to display, which is most common in situations where emotional display rules are strictly regulated. This can lead to significant psychological distress for the individual.

Question 6

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

Accepted Answer

Emotional dissonance occurs when there is a mismatch between the emotions we are required or expected to display and our actual emotions, leading to a feeling of internal conflict or dissonance. This can occur in various settings, such as at work, where employees may need to suppress negative emotions, put on a brave face, or act professionally even when they feel upset or stressed.

Question 7

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

Accepted Answer

Display rules refer to socially constructed norms that dictate which emotions are appropriate to express in a given context and which should be suppressed or concealed. These norms vary by culture, organization, and role, and influence the way individuals communicate and interact with others. For example, customer service representatives may be expected to smile, maintain eye contact, and use a polite tone of voice, regardless of how they are feeling internally. Similarly, nurses may be trained to remain calm and reassured in the face of patient distress, even if they are experiencing their own emotional reactions. Display rules can help to create a sense of order and professionalism in workplace interactions, but they can also be restrictive and emotionally taxing for individuals who feel they must constantly monitor and manage their feelings.

Question 8

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

This is the definition of emotional intelligence as stated by Peter Salovey and John Mayer in their 1990 research paper.

Question 9

Conflict between required and true emotions is called emotional disassociation.

Accepted Answer

Conflict between required and true emotions is called emotional dissonance.

Question 10

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

Accepted Answer

The answer of According to a major study,most Canadians agree...

Question 11

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. Deep acting involves changing one's emotions to match the job requirements, while surface acting involves displaying emotions that are contrary to one's true emotions. By engaging in deep acting, employees can minimize the stress associated with emotional labour.

Question 12

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-management, and social awareness. Cognitive dissonance, continuance commitment, and emotional labour are concepts related to psychology and organizational behavior, but they are not dimensions of emotional intelligence.

Question 13

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

Accepted Answer

Emotional dissonance refers to the conflict between the emotions we feel and the emotions we express, particularly in a professional setting. It does not necessarily involve other people using or not using their emotional intelligence on us.

Question 14

Emotional intelligence can be learned to some extent.

Accepted Answer

While some components of emotional intelligence may be innate, research has shown that emotional intelligence can be improved through training, practice, and personal development.

Question 15

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

Accepted Answer

Management of others' emotions, also known as social competence, involves the ability to read and empathize with others' emotions, as well as the skill to manage and influence those emotions in a positive manner. It is considered the highest level of emotional intelligence as it requires a combination of self-awareness, self-regulation, motivation, empathy, and social skills.

Question 16

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

Accepted Answer

While there are some universal emotions and display rules (e.g. smiling to convey happiness), there are also cultural differences in emotional expression and display rules. For example, some cultures place a higher value on emotional restraint and suppression, while others encourage more expressive displays of emotion.

Question 17

Emotional intelligence tends to increase with age.

Accepted Answer

Studies have shown that emotional intelligence tends to increase as individuals age and gain more life experience. This may be due to a variety of factors, such as increased self-awareness, improved cognitive abilities, and greater empathy and compassion for others.

Question 18

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

Accepted Answer

Emotional labour involves managing and controlling one's emotions in order to meet the expectations and demands of a job or social situation. This can be challenging as it requires individuals to suppress or fake emotions, which can be draining and hard to sustain over time. It is difficult to conceal true emotions because they can often leak out in various ways, such as through body language, tone of voice, or facial expressions, which can have consequences for one's job performance or personal relationships.

Question 19

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

Accepted Answer

Job satisfaction is defined as a person's subjective evaluation of their job and the work context. It reflects how they feel about their job and whether they find it fulfilling and rewarding.

Question 20

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

Accepted Answer

Jobs that require employees to display a variety of emotions are often referred to as "emotional intelligence" jobs because they require employees to recognize, understand, and manage their own emotions as well as the emotions of others. This can require a high level of emotional labour, as employees must constantly adjust their emotional displays to meet the needs of the situation and the people involved. In contrast, jobs that only require employees to display one or two emotions may require less emotional labour, as employees can rely on a smaller range of emotional displays.

Quiz 4: Workplace Emotions, Attitudes, and Stress