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Question
All of the following increase the damage done by emotional labor EXCEPT:a. Being well suited for service roles
b. Interacting with aggressive clients
c. High levels of interaction with customers
d. Suppressing negative emotions
Answer
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Related questions
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The rate of sexual harassment experienced by female college students is roughly the same as that encountered by female workers.
a. True
b. False
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Any effective apology begins with _______________.
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In _________________ sexual harassment, individuals are coerced into providing sexual favors in return for getting jobs and promotions.
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Aggressive organizational members encourage their coworkers to become aggressive as well. This is describes which source of organizational aggression?
a. Aggressive models
b. Direct provocation
c. Interference
d. Displaced aggression
Q:
Being aware of the emotions of the other party is critical in which stage of the Principled Negotiation Model?
a. Focus on interests, not positions
b. Invent options for mutual gain
c. Insist on objective criteria
d. Separate the people from the problem
Q:
Spreading malicious rumors or gossip about a supervisor is an example of which type of aggressive behavior?
a. Physical-active-direct
b. Physical-passive-indirect
c. Verbal-active-indirect
d. Verbal-passive-indirect
Q:
Which is a social cause of aggression?
a. Inflated self-esteem
b. Job stressors
c. Perceived unfairness
d. Direct provocation
Q:
Any ethical apology begins with
a. Expression of regret for the harm caused
b. An explanation for the problematic behavior
c. An effort to repair the damage
d. Acknowledgement that an offense has occurred
Q:
Which of the following is a source of organizational conflict?
a. Procedures
b. Values
c. Roles
d. All of the above
Q:
MaryJo tells Fredrico, "I didn't mean to disrupt your meeting." She is engaged in which analytic conflict management tactic?
a. Disclosing statement
b. Descriptive statement
c. Qualifying statement
d. Solicitation of criticism
Q:
Identify the ethical dangers posed by the Pygmalion Effect.
Q:
Why should we be concerned about the ethics of impression management?
Q:
Explain the elements of psychological empowerment.
Q:
Emotional labor is directed at other members of the organization.
a. True
b. False
Q:
Information is the most important resource for empowerment.
a. True
b. False
Q:
Women are more influenced by the expectancies of their managers than are men.
a. True
b. False
Q:
________________ is impression management done for pay.
Q:
Having high expectations of the self is called the _____________ Effect.
Q:
___________ power rests on the admiration one individual has for another.
Q:
Coercive, reward and legitimate power are all based on organizational _____________.
Q:
Kara believed she could finish her degree early even though her advisor told her she wouldn't succeed. This is an example of:
a. Galatea Effect
b. Pygmalion Effect
c. Golem Effect
d. Deception
Q:
As Dean served burgers to the rude customers, he chose to continue working with a smile and fake optimism. This is an example of:
a. Emotional labor
b. A proactive influence tactic
c. Organizational politics
d. Golem Effect
Q:
Nico sees that his former boss led the company by coercing employees into completing their tasks early. Nico would like to take a different approach by empowering his employees. What would be a positive FIRST step?
a. Call a company meeting and tell everyone how he plans to lead.
b. Bribe his team of leaders to act like a friendly and open leadership staff.
c. Begin immediately modeling the type of open leader he wants his employees to be.
d. Write a company policy that penalized anyone for coercive behavior.
Q:
Your boss seemingly always has time to talk to you and, when she does, she makes eye contact and smiles and nods. She excels at which channel of communicating expectations?
a. Output
b. Climate
c. Input
d. Feedback
Q:
Which of the following would be considered a "hard power" influence tactic?
a. Exchange
b. Rational persuasion
c. Apprising
d. Pressure
Q:
"Accumulating and using informal power to achieve personal and/or organizational objectives" is the definition of
a. Impression management
b. Deception
c. Organizational politics
d. None of the above
Q:
The two most important causes of organizational lying are:
a. Self-interest and role conflict
b. Friendship and compassion
c. Time pressures and personal benefit
d. None of the above
Q:
Which type of proactive influence tactic enlists the help and support of others?
a. Rational persuasion
b. Pressure
c. Apprising
d. Coalition
Q:
What is a true statement about dialogue?
a. Can't be used during conflict
b. Focuses on the gathering and processing of information
c. Product of an I-Thou relationship
d. All of the above
Q:
Why is confirmation at the "heart of dialogue?