Question 1

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 labor can be challenging because it is difficult to conceal true emotions and to display the emotions required by the job. Hence emotional dissonance occurs.

Question 2

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 is a set of abilities to perceive and express emotion, assimilate emotion in thought, understand and reason with emotion, and regulate emotion in oneself and others.

Question 3

Emotional intelligence refers to a group of behaviors rather than a set of abilities of an individual.

Accepted Answer

Emotional intelligence is a set of abilities to perceive and express emotion, assimilate emotion in thought, understand and reason with emotion, and regulate emotion in oneself and others.

Question 4

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

Accepted Answer

Emotional labor creates conflict between required and true emotions. The larger the gap, the more employees tend to experience stress, job burnout, and psychological separation from self. This problem can be minimized through deep acting rather than surface acting.

Question 5

Relationship management represents the highest level of emotional intelligence.

Accepted Answer

Managing other people's emotions, relationship management is the highest level of emotional intelligence because this ability requires awareness of our own and others' emotions.

Question 6

People with a high conscientiousness personality are more likely to engage in neglect and less likely to engage in voice.

Accepted Answer

People with a high-conscientiousness personality are less likely to engage in neglect and more likely to engage in voice.

Question 7

The emotional intelligence of an individual tends to increase with age.

Accepted Answer

Emotional intelligence increases with age; it is part of the process called maturity.

Question 8

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

Accepted Answer

Job dissatisfaction builds over time and is eventually strong enough to motivate employees to search for better work opportunities elsewhere. It also leads to reducing work effort, paying less attention to quality, and increasing absenteeism and lateness.

Question 9

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 states that "loyalists" are employees who respond to dissatisfaction by patiently waiting-some say they "suffer in silence"-for the problem to work itself out or be resolved by others.

Question 10

Employees can minimize the stress from emotional labor 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

Emotional labor creates conflict between required and true emotions. The larger the gap, the more employees tend to experience stress, job burnout, and psychological separation from self. This problem can be minimized through deep acting rather than surface acting.

Question 11

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

Accepted Answer

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

Question 12

The four dimensions of emotional intelligence form a hierarchy.

Accepted Answer

The four dimensions of emotional intelligence form a hierarchy. Awareness of your own emotions is lowest because you need awareness to engage in the higher levels of EI. Managing other people's emotions is the highest level of EI because this ability requires awareness of our own and others' emotions.

Question 13

Job satisfaction leads to improved job performance when performance is not linked to valued rewards.

Accepted Answer

Job performance might lead to job satisfaction (rather than vice versa), but only when performance is linked to valued rewards.

Question 14

The dimensions of emotional intelligence are cognitive dissonance,continuance commitment,and emotional labor.

Accepted Answer

Emotional intelligence consists of four dimensions: awareness of own emotions, management of own emotions, awareness of others' emotions, and management of others' emotions.

Question 15

Emotional labor may result in stress and job burnout when the prescribed emotions for a job conflict with the employee's true emotions.

Accepted Answer

Emotional labor creates conflict between required and true emotions. The larger the gap, the more employees tend to experience stress, job burnout, and psychological separation from self.

Question 16

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

Accepted Answer

The exit-voice-loyalty-neglect model states that voice is any attempt to change, rather than escape from, the dissatisfying situation. Voice can be a constructive response, such as recommending ways for management to improve the situation, or it can be more confrontational, such as filing formal grievances or forming a coalition to oppose a decision.

Question 17

Emotional dissonance occurs when two or more people with notable differences in emotional intelligence interact with each other.

Accepted Answer

Emotional labor creates conflict between required and true emotions, which is called emotional dissonance.

Question 18

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 is a significant cause of stress and job burnout. It occurs when we experience conflict between the required emotions and our true emotions.

Question 19

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

Accepted Answer

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

Question 20

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

Accepted Answer

Higher performers receive more rewards (including recognition) and consequently are more satisfied than low-performing employees who receive fewer rewards. The connection between job satisfaction and performance isn't stronger because many organizations do not reward good performance very well.

Quiz 4: Workplace Emotions, Attitudes, and Stress