Q&A Hero

Q: Opportunities for employee involvement and increased social identity with the organization would increase the continuance commitment of employees.

Q: Continuance commitment motivates employees to increase their work effort beyond expectations.

Q: Employees with very high loyalty tend to have high conformity, which results in lower creativity.

Q: Employees with high levels of affective commitment tend to engage in more organizational citizenship behaviors.

Q: Financial incentives given to employees to stay with the organization usually reduces continuance commitment.

Q: Continuance commitment is a calculative decision to remain with the organization.

Q: Affective commitment refers to a calculative attachment to remain in the organization.

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

Q: Job satisfaction is an ethical issue that influences the organization's reputation in the community.

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

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

Q: Job performance leads to improved job satisfaction only when performance is linked to valued rewards.

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

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

Q: 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.

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

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

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

Q: Emotional intelligence improves all forms of performance.

Q: People with high emotional intelligence are superior leaders.

Q: The four dimensions of emotional intelligence form a hierarchy.

Q: Managing others' emotions represents the highest level of emotional intelligence.

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

Q: Emotional intelligence refers to how an individual behaves, not the abilities of that individual.

Q: 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.

Q: 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).

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

Q: Surface acting may result in stress and job burnout.

Q: Jobs in which employees must frequently display emotions that oppose their genuine emotion require more emotional labor.

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

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

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

Q: Norms about displaying or hiding your true emotions do not vary much across cultures.

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

Q: Emotional labor refers to any physical work that makes employees feel angry that they must perform this kind of work.

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

Q: Cognitive dissonance occurs only when others observe an inconsistency between our beliefs, feelings, and behavior.

Q: Overall, corporate leaders need to keep in mind that emotions shape employee attitudes and attitudes influence various forms of work-related behavior.

Q: Studies indicate that while executives tend to make quick decisions based on logical reasoning, the best decisions are based on their emotional responses.

Q: The influence of both cognitive reasoning and emotions on attitudes is most apparent when they agree with each other.

Q: The emotional markers that nonconsciously tag sensory information are calculated feelings towards the information source.

Q: People with the same beliefs will always form the same feelings towards the attitude object.

Q: Behavioral intentions represent your conscious positive or negative evaluations of the attitude object and your motivation to engage in a particular behavior.

Q: Attitudes consist of the following three components: emotions, beliefs, and behaviors.

Q: Beliefs are established perceptions about the attitude object.

Q: Attitudes represent a cluster of beliefs, motivation and feelings about an attitude object.

Q: Emotions generate a core affect that something is good or bad, helpful or harmful, to be approached or avoided.

Q: Emotions are communications to ourselves, which serve to put us in a state of readiness.

Q: Moods are less intense emotional states that are directed toward something or somebody in particular.

Q: Strong emotions trigger our conscious awareness of a threat or opportunity in the external environment.

Q: People are consciously aware of most emotions they experience.

Q: Moods represent our reaction to specific people or events, whereas emotions are not directed toward anything in particular.

Q: Emotions are brief events or "episodes".

Q: Emotions represent the cluster of beliefs, assessed feelings, and behavioral intentions towards something or someone guided by conscious logical reasoning.

Q: Cognitive processes typically occur before emotional processes are initiated.

Q: Briefly describe the five ways of managing work-related stress.

Q: Identify and discuss the three major causes of stress described in the text.

Q: Jake tells you that he is feeling very stressed. Based on your knowledge of the general adaptation syndrome, what information would you ask for or look for to determine what stage of stress Jake is experiencing?

Q: Identify and explain two reasons why employee involvement tends to increase organizational commitment.

Q: Briefly explain and distinguish between the two forms of organizational commitment.

Q: Three employees believe that their pay is too low. One of them quits, the second complains to management about the low pay, and the third does nothing. Explain why these employees engaged in different behaviors even though they held the same belief about their paychecks.

Q: Describe the four dimensions of emotional intelligence. Explain how they stand in a hierarchy and why.

Q: What is emotional labor? What types of jobs involve emotional labor?

Q: Discuss the advantages and disadvantages of organizations encouraging opportunities for employees to have fun at work.

Q: Tai was overjoyed when she learned that she would be promoted to a position with higher responsibility and pay. However, even before hearing about the promotion, she believed that the regional manager who made the promotion decision was fair-minded. Use the emotions, attitudes, and behavior model to explain how Tai's emotions and beliefs influence her positive feelings towards the regional manager.

Q: Jiana is a flight attendant for a large airline. She exclusively works a long flight from Japan to New York, and is expected to constantly maintain a positive attitude no matter what situation arises. Over the years, Jiana has noticed that when dealing with Americans, emotions tend to run higher and she often feels frustrated as opposed to Japanese flyers who tend to be more reserved in stressful or unhappy situations. According to the EVLN model, Jose is responding to his dissatisfaction in which way? A. Exit B. Voice C. Loyalty D. Neglect E. All of these.

Q: 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. When Jack hears this from his boss, he yelps 'Yahoo!' and automatically thrusts his fisted hand in the air. The acceptance of Jack's proposal would be considered his: A. attitude object. B. promotion. C. hard work. D. behavioral intention. E. cluster of assessed feelings.

Q: Which of these stress management activities helps employees improve their perceived ability to cope with the stressor and possibly remove the stressor? A. Transfer B. Social support C. Meditation D. Vacations E. Fitness programs

Q: Self-reinforcement can potentially minimize stress by: A. removing people from stressors. B. helping employees to temporarily withdraw from the stressor. C. helping employees to control the consequences of stress. D. helping employees to develop more favorable perceptions of the stressors. E. Self-leadership has no known effect on work-related stress.

Q: To ward off stress, a film director likes to have a good laugh. When under pressure, the director will crack jokes and ensure everyone has a good laugh during the hard work. These actions mainly reduce stress: A. by removing the stressor. B. by providing social support. C. by changing stress perceptions. D. by controlling the consequences of stress. E. by being workaholic.

Q: Which of the following reduces stress by allowing withdrawal from the stressor? A. Flexible work schedules B. Vacations C. Work addiction D. Telecommuting E. Workaholism

Q: What effect does providing childcare support and offering employees flexible work hours have on work-related stress?A. It helps employees to learn how to cope with the consequences of stress.B. It helps employees to control the consequences of stress.C. It removes stressors from the workplace.D. It enhances stressors in the workplace.E. It changes the employees' perceptions of stress.

Q: Which of the following represent the three dimensions of workaholism?A. Efficacy, cynicism, and emotional exhaustion.B. Work involvement, compulsion to work, and low enjoyment of work.C. Alarm reaction, resistance, and exhaustion.D. Time, strain, and role.E. Cynicism, drive to succeed, and resistance.

Q: An example of quid pro quo harassment would be: A. posting of pornographic material. B. bullying. C. persistent incivility. D. employment offers dependent on unwanted sexual activity. E. an offensive working environment.

Q: The stress consequence called job burnout occurs when people experience all of the following EXCEPT: A. lethargy. B. emotional exhaustion. C. cynicism. D. depersonalization. E. reduced personal accomplishment.

Q: Which of the following is NOT part of a stage in general adaptation syndrome? A. A challenge activates the physiological stress response. B. The individual engages in coping mechanisms. C. The body reduces resources to the immune system. D. The individual reaches exhaustion. E. The individual reenters the normal state.

Q: Which of the following statements about stress is true?A. Employees are the most productive when they experience no stress.B. Stress is caused by stressors.C. Stress is a psychological condition and not physiological condition.D. The hypoventilation syndrome describes the stress experience.E. When a person is under stress, the body moves less blood to the brain.

Q: The degree of physiological, psychological, and behavioral deviation from healthy functions is known as: A. eustress. B. stress. C. distress. D. malstress. E. abstress.

Q: Which of the following terms refers to the necessary stress that activates and motivates people to achieve goals and change their environments? A. Distress B. Cognitive dissonance C. General Adaptation syndrome D. Eustress E. Emotional dissonance

Q: Stress is best described as: A. the physiological disorders we experience from adverse environmental conditions. B. an adaptive response to a situation that is perceived as challenging or threatening to the person's well-being. C. a series of events that cause emotional exhaustion and cynicism towards customers. D. environmental conditions that place a physical or emotional demand on the person. E. a behavior pattern of people with low risk of heart disease.