Question 1

Emotional dissonance is

Accepted Answer

A) the emotion people experience when they are dissatisfied with their paycheque and the main source of ethical conduct in organizational settings. 
B) present whenever emotional labour is not required in the job. 
C) the emotion people experience when they are dissatisfied with their paycheque. 
D) a significant cause of stress and job burnout. 
E) the main source of ethical conduct in organizational settings. 
A) the emotion people experience when they are dissatisfied with their paycheque and the main source of ethical conduct in organizational settings. 
B) present whenever emotional labour is not required in the job. 
C) the emotion people experience when they are dissatisfied with their paycheque. 
D) a significant cause of stress and job burnout. 
E) the main source of ethical conduct in organizational settings.

Question 2

Which of these statements about job satisfaction and customer satisfaction is TRUE?

Accepted Answer

A) Employees with higher job satisfaction tend to give poorer customer service. 
B) Satisfied employees are less likely to quit, so customers receive more consistent and familiar service. 
C) Satisfied employees have a more positive mood, which communicates friendliness to customers and are less likely to quit, so customers receive more consistent and familiar service. 
D) Satisfied employees are more likely to engage in "neglect," so customers receive poorer service from these employees. 
E) Satisfied employees have a more positive mood, which communicates friendliness to customers. 
A) Employees with higher job satisfaction tend to give poorer customer service. 
B) Satisfied employees are less likely to quit, so customers receive more consistent and familiar service. 
C) Satisfied employees have a more positive mood, which communicates friendliness to customers and are less likely to quit, so customers receive more consistent and familiar service. 
D) Satisfied employees are more likely to engage in "neglect," so customers receive poorer service from these employees. 
E) Satisfied employees have a more positive mood, which communicates friendliness to customers.

Question 3

What effect does high emotional stability have on work-related stress?

Accepted Answer

A) Employees with high resilience are less likely to work in jobs that have any stressors. 
B) Employees with low resilience are less likely to experience psychological harassment. 
C) Employees with high resilience pull through a stressful experience more quickly. 
D) All of these statements are correct. 
E) None of these statements are correct. 
A) Employees with high resilience are less likely to work in jobs that have any stressors. 
B) Employees with low resilience are less likely to experience psychological harassment. 
C) Employees with high resilience pull through a stressful experience more quickly. 
D) All of these statements are correct. 
E) None of these statements are correct.

Question 4

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

Accepted Answer

A) True 
 B)False

Question 5

Inflexible work schedules may cause stress for employees

Accepted Answer

A) True 
 B)False

Question 6

How can cognitive dissonance be reduced?

Accepted Answer

People often reduce cognitive dissonance

Question 7

Which of these statements represents the feeling dimension of attitudes?

Accepted Answer

A) My supervisor barks at his employees in public. 
B) I want to transfer out of this department to get away from this manager. 
C) I don't like how my boss treats his employees. 
D) I plan to be vocal to my colleagues about my supervisor's incompetence. 
E) I intend to tell the human resource manager that my supervisor should be demoted. 
A) My supervisor barks at his employees in public. 
B) I want to transfer out of this department to get away from this manager. 
C) I don't like how my boss treats his employees. 
D) I plan to be vocal to my colleagues about my supervisor's incompetence. 
E) I intend to tell the human resource manager that my supervisor should be demoted.

Question 8

You are a senior executive in a large pharmaceutical firm and have just hired a chemist who is recognized as a 'rising star' in the industry. Your organization has spent a lot of money recruiting this person and hopes that the chemist will stay with this firm for many years. However, as with many scientists, the new hire seems to have very little loyalty to or identification with any firm. Explain in detail (with action plan examples pertaining to this incident) four (4) strategies that would try to increase this employee's loyalty to this organization.

Accepted Answer

Some students will try to discuss the us

Question 9

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

Accepted Answer

A) True 
 B)False

Question 10

Lower performance ratings usually reduce continuance commitment

Accepted Answer

A) True 
 B)False

Question 11

There are three stages in the job burnout process.

Accepted Answer

A) True 
 B)False

Question 12

People who are optimistic and confident are

Accepted Answer

A) are more likely to experience job burnout and eustress. 
B) less likely to experience stress. 
C) less likely to experience eustress. 
D) more likely to experience job burnout. 
E) more likely to experience stress. 
A) are more likely to experience job burnout and eustress. 
B) less likely to experience stress. 
C) less likely to experience eustress. 
D) more likely to experience job burnout. 
E) more likely to experience stress.

Question 13

People who cope successfully in the face of significant change, adversity, or risk have

Accepted Answer

A) the general adaptation syndrome. 
B) a high emotional stability. 
C) a higher risk of job burnout. 
D) a Type A behaviour pattern. 
E) a high level of job burnout. 
A) the general adaptation syndrome. 
B) a high emotional stability. 
C) a higher risk of job burnout. 
D) a Type A behaviour pattern. 
E) a high level of job burnout.

Question 14

Emotions serve to put us in a state of readiness

Accepted Answer

A) True 
 B)False

Question 15

Which of the following statements about stress is FALSE?

Accepted Answer

A) Continued exposure to very high stress levels may lead to permanent physiological and psychological damage. 
B) The general adaptation syndrome describes the stress experience. 
C) Employees are the most productive when they experience no stress. 
D) Stress is caused by stressors. 
E) Canadian women in management jobs experience more stress than men in similar jobs. 
A) Continued exposure to very high stress levels may lead to permanent physiological and psychological damage. 
B) The general adaptation syndrome describes the stress experience. 
C) Employees are the most productive when they experience no stress. 
D) Stress is caused by stressors. 
E) Canadian women in management jobs experience more stress than men in similar jobs.

Question 16

Compared to people with low job satisfaction, employees with high job satisfaction usually have which of the following?

Accepted Answer

A) Lower absenteeism. 
B) Lower employee turnover. 
C) Better job performance. 
D) All of the answers are correct. 
E) None of the answers apply. 
A) Lower absenteeism. 
B) Lower employee turnover. 
C) Better job performance. 
D) All of the answers are correct. 
E) None of the answers apply.

Question 17

Stress is best described as

Accepted Answer

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

Question 18

Which of the following is an emotion?

Accepted Answer

A) Perception 
B) Job dissatisfaction 
C) Surprise 
D) Organizational commitment 
E) Values 
A) Perception 
B) Job dissatisfaction 
C) Surprise 
D) Organizational commitment 
E) Values

Question 19

Which of the following statements about job satisfaction and job performance is TRUE?

Accepted Answer

A) Employees who are satisfied with their jobs tend to have somewhat higher job performance. 
B) Job satisfaction has almost no effect on job performance. 
C) High-performing employees have higher job satisfaction only after they have received a financial reward for performing their jobs well. 
D) Employees who are dissatisfied with their jobs never have high job performance. 
E) Happy workers are less productive workers. 
A) Employees who are satisfied with their jobs tend to have somewhat higher job performance. 
B) Job satisfaction has almost no effect on job performance. 
C) High-performing employees have higher job satisfaction only after they have received a financial reward for performing their jobs well. 
D) Employees who are dissatisfied with their jobs never have high job performance. 
E) Happy workers are less productive workers.

Question 20

Attitudes consist of the following three components:

Accepted Answer

A) True 
 B)False

Emotional dissonance is

Which of these statements about job satisfaction and customer satisfaction is TRUE?

What effect does high emotional stability have on work-related stress?

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

Inflexible work schedules may cause stress for employees

How can cognitive dissonance be reduced?

Which of these statements represents the feeling dimension of attitudes?

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

Lower performance ratings usually reduce continuance commitment

There are three stages in the job burnout process.

People who are optimistic and confident are

People who cope successfully in the face of significant change, adversity, or risk have

Emotions serve to put us in a state of readiness

Which of the following statements about stress is FALSE?

Compared to people with low job satisfaction, employees with high job satisfaction usually have which of the following?

Stress is best described as

Which of the following is an emotion?

Which of the following statements about job satisfaction and job performance is TRUE?

Attitudes consist of the following three components:

Introduction to the Field of Organizational Behaviour

Individual Behaviour

Perceiving Ourselves and Others in Organizations

Foundations of Employee Motivation

Applied Performance Practices

Decision Making and Creativity

Team Dynamics

Communicating in Organizations

Power and Influence in the Workplace

Conflict and Negotiation in the Workplace

Leadership in Organizational Settings

Designing Organizational Structures

Organizational Culture

Organizational Change

Filters

Exam 4: Workplace Emotions

Emotional dissonance is

Which of these statements about job satisfaction and customer satisfaction is TRUE?

What effect does high emotional stability have on work-related stress?

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

Inflexible work schedules may cause stress for employees

How can cognitive dissonance be reduced?

Which of these statements represents the feeling dimension of attitudes?

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

Lower performance ratings usually reduce continuance commitment

There are three stages in the job burnout process.

People who are optimistic and confident are

People who cope successfully in the face of significant change, adversity, or risk have

Emotions serve to put us in a state of readiness

Which of the following statements about stress is FALSE?

Compared to people with low job satisfaction, employees with high job satisfaction usually have which of the following?

Stress is best described as

Which of the following is an emotion?

Which of the following statements about job satisfaction and job performance is TRUE?

Attitudes consist of the following three components:

Introduction to the Field of Organizational Behaviour

Individual Behaviour

Perceiving Ourselves and Others in Organizations

Foundations of Employee Motivation

Applied Performance Practices

Decision Making and Creativity

Team Dynamics

Communicating in Organizations

Power and Influence in the Workplace

Conflict and Negotiation in the Workplace

Leadership in Organizational Settings

Designing Organizational Structures

Organizational Culture

Organizational Change

Filters