Accounting
Anthropology
Archaeology
Art History
Banking
Biology & Life Science
Business
Business Communication
Business Development
Business Ethics
Business Law
Chemistry
Communication
Computer Science
Counseling
Criminal Law
Curriculum & Instruction
Design
Earth Science
Economic
Education
Engineering
Finance
History & Theory
Humanities
Human Resource
International Business
Investments & Securities
Journalism
Law
Management
Marketing
Medicine
Medicine & Health Science
Nursing
Philosophy
Physic
Psychology
Real Estate
Science
Social Science
Sociology
Special Education
Speech
Visual Arts
Human Resource
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. TRUE
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. FALSE
Emotional labor creates conflict between required and true emotions, which is called emotional dissonance.
Q:
Norms about displaying or hiding your true emotions do not vary much across cultures. FALSE
Norms about displaying or hiding your true emotions vary considerably 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:
Beliefs are established perceptions about the attitude object. TRUE
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:
Moods represent our reaction to specific people or events, whereas emotions are not directed toward anything in particular.
Q:
Emotions represent the cluster of beliefs, assessed feelings, and behavioral intentions towards something or someone guided by conscious logical reasoning.
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:
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, John is responding to his dissatisfaction in which way?
A. Exit
B. Voice
C. Loyalty
D. Neglect
E. None of these.
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. If Jiana wants to reduce the amount of psychological damage caused by the emotional dissonance her job creates she should:
A. engage in surface acting.
B. engage in deep acting.
C. take acting lessons.
D. see a psychologist.
E. get more training.
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. The difference Jiana experiences between her American clients and her Japanese clients is mainly due to:
A. feelings.
B. stereotypes.
C. display norms.
D. display rules.
E. apathetic culture.
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. Jiana's job requires a high amount of:
A. financial rewards.
B. intense emotions.
C. forward thinking.
D. emotional labor.
E. casual display norms.
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:
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. This action is an example of:
A. perceptions directly influencing beliefs.
B. behavioral intentions directly influencing behavior.
C. emotions directly influencing feelings.
D. beliefs directly influencing feelings.
E. emotions directly influencing behavior.
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.
Q:
The adaptive response to a situation that is perceived as challenging or threatening to the person's well-being is called:
A. self-leadership.
B. job burnout.
C. eustress.
D. workaholism.
E. stress.
Q:
_____ is a psychological state that refers to the positive expectations of the intent or behavior of the other person in situations involving risk.
A. Surface acting
B. Trust
C. Cognitive dissonance
D. Deep acting
E. General adaptation syndrome
Q:
Employees with an emotional attachment to, identification with, and involvement in a particular organization are likely to have:
A. a high level of work motivation.
B. extreme emotional dissonance.
C. a low level of emotional activation.
D. a high level of continuance commitment.
E. a high level of calculative commitment.
Q:
Which of the following tends to result in increased continuance commitment?
A. Corporate leaders demonstrate increasing trust in employees.
B. The company helps employees learn more about the organization through departmental visits and special seminars on company products.
C. Employees receive low interest loans and other incentives from their employer that make it costly for them to quit.
D. The company introduces a participative management program to motivate the employees.
E. The company gives strong opportunities for learning new skills to employees.
Q:
Which of the following occurs when organizations give financial incentives to prevent dissatisfied employees from quitting?
A. Employees increase their level of affective commitment.
B. Employees increase their level of continuance commitment.
C. Employees increase their level of job satisfaction.
D. Employees decrease their level of emotional intelligence.
E. Employees decrease their level of continuance commitment.
Q:
Employees who stay with an organization mainly because they believe it will cost them financially to leave will have:
A. high continuance commitment.
B. high emotional intelligence.
C. low continuance commitment.
D. high organizational commitment.
E. high affective commitment.
Q:
Employees' identification with a particular organization tends to increase:
A. affective commitment.
B. cognitive dissonance.
C. continuance commitment.
D. calculative commitment.
E. job dissatisfaction.
Q:
The concept of affective organizational commitment includes:
A. a calculative attachment to the organization.
B. an employee who is motivated to stay because leaving would be costly.
C. an emotional attachment with the organization.
D. selfish behavior within the organization.
E. perceiving loss of social costs.
Q:
According to the service profit chain model, workplace practices affect job satisfaction, which influences employee retention, motivation, and behavior and these outcomes affect:
A. service quality.
B. customer satisfaction.
C. perceptions of value.
D. profitability.
E. all of these.
Q:
Which of the following proposes that job satisfaction has a positive effect on customer service, which flows on to shareholder financial returns?
A. EVLN model
B. Service profit chain model
C. Emotional intelligence model
D. MARS model
E. EI-Based Theory of Performance
Q:
Which of the following is a conclusion by organizational behavior scholars regarding job satisfaction?
A. As job performance increases, job satisfaction decreases.
B. Job performance is the sole predictor of job satisfaction.
C. Job satisfaction is not related to job performance.
D. People with higher job satisfaction tend to have higher job performance.
E. Job satisfaction does not affect customer performance.
Q:
Which of the following statements about job satisfaction and job performance is true?
A. Employees who are dissatisfied with their jobs do not have high job performance.
B. Job satisfaction has almost no effect on job performance.
C. Employees who are satisfied with their jobs have higher job performance.
D. Happy workers are less productive workers.
E. Employees have higher job satisfaction only after they have received a financial reward.
Q:
Shawna is dissatisfied with her boss for not supporting her work or recognizing her job performance. In spite of these problems, Shawna does not complain and does not intend to move elsewhere. Instead, she maintains her level of work effort and hopes the company will eventually correct these problems. According to the EVLN model, Shawna's response is:
A. exit.
B. voice.
C. employability.
D. loyalty.
E. neglect.
Q:
Donald was unhappy that his company did not provide good parking facilities. He found it very stressful to find reasonably priced parking close to his workplace, and what he found caused him to walk several blocks in all weather. This eventually led to job dissatisfaction. Hence, he recommended ways to solve this problem. According to the EVLN model, this information suggests that Donald's main reaction to job dissatisfaction was:
A. exit.
B. voice.
C. commitment.
D. loyalty.
E. neglect.
Q:
The exit-voice-loyalty-neglect (EVLN) model:
A. outlines the four consequences of emotional intelligence.
B. identifies the four ways to manage employee emotions.
C. explains why the psychological contract differs between employees and their employers.
D. is a template for organizing and understanding the consequences of job dissatisfaction.
E. explains the main differences between affective commitment and continuance commitment.
Q:
Which of the following statements about job satisfaction is true?
A. The best way to measure job satisfaction is through asking a single direct question.
B. Job satisfaction does not vary much between different countries.
C. Job satisfaction varies significantly from year to year.
D. Employees who say they are satisfied with their jobs may also express dissatisfaction with parts of them.
E. Very few employees would leave their current employer if the right job came along.
Q:
One way companies can increase the emotional intelligence of their employees is by:
A. EI profiling.
B. the EIEIO method.
C. EI scores.
D. EI training.
E. There is no way for a company to increase EI in employees.
Q:
Research suggests that people with high levels of emotional intelligence are better at all of the following EXCEPT:
A. personal relations.
B. job interviews.
C. working without social interaction.
D. emotional labor.
E. leadership.
Q:
Your boss has the highest level of emotional intelligence. Which of the following abilities does your boss possess?
A. He is able to perceive his own emotions.
B. He is able to empathize with others.
C. He is able to understand the meaning of his own emotions.
D. He is able to calm employees when they are upset.
E. He is able to manage his own emotions.
Q:
Which of the following is a competency representing the highest level of emotional intelligence?
A. Perceiving emotions of other people.
B. Understanding the meaning of one's own emotions.
C. Managing dysfunctional emotions among staff.
D. Being more sensitive to subtle emotional responses.
E. Experiencing another person's emotions.
Q:
The competency most strongly associated with social awareness is:
A. conflict management.
B. empathy.
C. organizational comprehension.
D. self-esteem.
E. job performance.
Q:
Self-awareness is the lowest level of _____.
A. emotional intelligence
B. emotional labor
C. emotional dissonance
D. continuance commitment
E. affective commitment
Q:
Managing others' emotions is:
A. a negative, highly activated emotion.
B. one of three types of organizational commitment.
C. an outcome of emotional dissonance.
D. the highest level of emotional intelligence.
E. the opposite of employability.
Q:
The highest level of emotional intelligence is:
A. being aware of other people's emotions.
B. self-management.
C. organizational comprehension.
D. self-awareness.
E. managing other people's emotions.
Q:
Social awareness, self-management, and relationship management are three elements of:
A. affective commitment.
B. emotional labor.
C. emotional intelligence.
D. continuance commitment.
E. the affect circumplex model of emotions.
Q:
Emotional intelligence is best described as:
A. a personality trait.
B. a set of abilities.
C. a form of organizational commitment.
D. an action-tendency indicating that the person is highly motivated.
E. a form of empathy.
Q:
The ability to perceive and express emotion, assimilate emotion in thought, understand and reason with emotion, and regulate emotion in oneself and others is called:
A. emotional intelligence.
B. emotional labor.
C. cognitive dissonance.
D. positive affectivity.
E. job satisfaction.
Q:
Deep acting involves:
A. using real emotions to handle difficult customers.
B. basing one's behavior on customer interactions.
C. ignoring customer needs and acting for the company's benefit.
D. ignoring customer needs and acting for one's own benefit.
E. changing true emotions to match the required emotions.
Q:
________ involves modifying behavior to be consistent with required emotions but continuing to hold different internal feelings.
A. Surface acting
B. Customization
C. Personalization
D. Deep acting
E. Emotional dissonance
Q:
Explain self-verification and its implications on organizational behavior.
Q:
Elaine got a job transfer from Italy to New York. Soon, she started to understand the mental models held by colleagues from other cultures, as well as their emotional experiences in a given situation. Further, she started to effectively use words and behaviors that were compatible with the local culture of New York. Which of the following features of a global mindset occurred in Elaine's life?
A. The ability to process complex information about novel environments.
B. The capacity to empathize and act effectively across cultures.
C. The capacity to comprehend and reconcile intracultural matters.
D. The ability to develop more of a local than a global frame of reference about their business.
E. The ability to comprehend and reconcile intercultural matters with multiple levels of thinking.
Q:
Elaine got a job transfer from Italy to New York. Soon, she started to understand the mental models held by colleagues from other cultures, as well as their emotional experiences in a given situation. Further, she started to effectively use words and behaviors that were compatible with the local culture of New York. Before leaving Italy, Elaine believed that all New Yorkers were rude, loud, and apathetic to strangers. Her views changed after several months of close contact with her new co-workers. This change is a result of:
A. stereotyping.
B. contact hypothesis.
C. a global mindset.
D. empathy.
E. disclosure.
Q:
Joe, a production worker in a doll manufacturing plant, recently changed positions on the manufacturing line from painting the eyes, to attaching arms to each doll. In the past, his work was always impeccable with a very low rate of mistakes, but since the switch, the quality team has found numerous dolls with arms that were haphazardly attached. A majority of the flawed-arm dolls are from Joe's assembly line. When his supervisor approached him about his quality issues, Joe replied that lately he has been having a string of bad luck. In the past, when praised for his excellent quality doll eyes, Joe always took the credit and boasted about his abilities. This is known as:
A. the fundamental attribution error.
B. a correspondence bias.
C. a self-serving bias.
D. a self-fulfilling prophecy.
E. the halo effect.
Q:
Joe, a production worker in a doll manufacturing plant, recently changed positions on the manufacturing line from painting the eyes, to attaching arms to each doll. In the past, his work was always impeccable with a very low rate of mistakes, but since the switch, the quality team has found numerous dolls with arms that were haphazardly attached. A majority of the flawed-arm dolls are from Joe's assembly line. It could probably be said that because of his history with excellent quality, in this situation Joe would be considered to have:
A. high consistency and high distinctiveness.
B. low consistency and high distinctiveness.
C. low consensus and low consistency.
D. low distinctiveness and high consistency.
E. high consensus and high distinctiveness.
Q:
Joanie is an engineer at an architectural firm. She is very proud of this fact and often defines herself in terms of her work to family and friends. She is very skilled at her job and confident in that fact, but often has trouble adapting to changing job duties and environmental conditions. Although Joanie occasionally has trouble adapting to new conditions and job tasks, she believes she can do almost anything and always maintains a "can do" attitude. This is known as:
A. self-concept.
B. self-esteem.
C. self-verification.
D. self-enhancement.
E. self-efficacy.