Exam 4: Emotions and Moods

Erin Corbett works at a software company and is in charge of the help desk. A short while ago, she received a call from a discontented customer about a problem he is facing due to the company's software. Though she tried to help the customer with the software, he refused to listen to her. He continued yelling at her and finally banged the phone down. Corbett feels exasperated after hanging up the phone and goes for a cup of coffee to calm herself down. What makes Corbett's anger an emotion, rather than a mood?

Which of the following is an example of surface acting?

Discuss whether there are gender differences regarding emotions.

Emotions such as relaxation, serenity, and calmness comprise the ________ mood dimension.

Negative affect is a mood dimension consisting of ________ at the high end.

What impact do social activities have on one's moods?

Which of the following is not true regarding emotion regulation?

Most managers agree that the evidence on EI indicates that it should not be a factor in hiring employees, especially for jobs that demand a high degree of social interaction.

As part of their sales training, the staff at Penny Stores is encouraged to build personal relationships with the store's patrons. Apart from receiving product training, the staff is taught to follow a scripted sales process wherein they must greet the customers, introduce themselves, and enquire about their purchase. They are also encouraged to engage in casual conversation with the customer. In a recent survey conducted by the marketing department, it was revealed that customers were dissatisfied with the level of service at Penny Stores. Which of the following, if true, best explains this situation?

Activities that are formal or sedentary are more strongly associated with increases in positive mood than activities that are physical, informal, or epicurean.

________ refers to individual differences in strength with which individuals experience their emotions.

What is the difference between felt emotions and displayed emotions?

________ is a pure marker of low positive affect.

Which of the following statements is true regarding negotiation?

Anna Madison works as a receptionist at a fashion magazine. One morning, her boss walks into the office and yells at her, telling her that the front office is a mess and she needs to clean it immediately. After her boss leaves the room, Madison goes to the front office and violently slams trash into the bin. Which of the following best describes Madison's anger?

________ are cognitive in nature, have an unclear, general cause, and last for several hours or days.

The findings of a recent company survey at Rader Industries showed that employees are experiencing high levels of work stress. To offset this, a manager suggests instituting a leave policy whereby employees must go on a mandatory vacation for seven days in the year. -The manager's suggestion is based on which of the following assumptions?

Which of the following is a characteristic of emotions?

Carrie recently received the Employee of the Year award at the call center where she works as a customer service representative. She was chosen for the award because she is known to be highly courteous toward even the most difficult of callers and is efficient at handling their queries. A month after receiving the award, Carrie submits her resignation. According to her exit interview, she felt burnt out. Which of the following best explains this situation?

________ refers to inconsistencies between the emotions people feel and the emotions they project.