Question 1

Emotional labor refers to:

Accepted Answer

A) the effort, planning, and control needed to express organizationally desired emotions during interpersonal transactions. 
B) the tendency to change our attitudes so they become more consistent with our behaviors. 
C) a person's evaluation of the job and work context. 
D) a person's emotional attachment to identification with, and involvement in a particular organization. 
E) maintaining similar emotional display rules and standards around the world. 
A) the effort, planning, and control needed to express organizationally desired emotions during interpersonal transactions. 
B) the tendency to change our attitudes so they become more consistent with our behaviors. 
C) a person's evaluation of the job and work context. 
D) a person's emotional attachment to identification with, and involvement in a particular organization. 
E) maintaining similar emotional display rules and standards around the world.

Question 2

Employees who stay with an organization mainly because they believe it will cost them financially to leave will have:

Accepted Answer

A) high continuance commitment. 
B) high emotional intelligence. 
C) low continuance commitment. 
D) high organizational commitment. 
E) high affective commitment. 
A) high continuance commitment. 
B) high emotional intelligence. 
C) low continuance commitment. 
D) high organizational commitment. 
E) high affective commitment.

Question 3

Which of the following occurs when organizations give financial incentives to prevent dissatisfied employees from quitting?

Accepted Answer

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. 
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.

Question 4

Customer service representatives (CSRs) often conceal their frustration when serving an irritating customer.This behavior from the CSRs is an example of:

Accepted Answer

A) emotional labor. 
B) cognitive response. 
C) cognitive dissonance. 
D) judgmental evaluation. 
E) emotional attribution. 
A) emotional labor. 
B) cognitive response. 
C) cognitive dissonance. 
D) judgmental evaluation. 
E) emotional attribution.

Question 5

Social awareness, self-management, and relationship management are three elements of:

Accepted Answer

A) affective commitment. 
B) emotional labor. 
C) emotional intelligence. 
D) continuance commitment. 
E) the affect circumplex model of emotions. 
A) affective commitment. 
B) emotional labor. 
C) emotional intelligence. 
D) continuance commitment. 
E) the affect circumplex model of emotions.

Question 6

Beliefs are established perceptions about the attitude object.

Accepted Answer

A) True 
 B)False

Question 7

Which of the following statements about job satisfaction is true?

Accepted Answer

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. 
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.

Question 8

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

Accepted Answer

A) True 
 B)False

Question 9

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

Accepted Answer

A) True 
 B)False

Question 10

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

Accepted Answer

A) True 
 B)False

Question 11

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.

Accepted Answer

A) True 
 B)False

Question 12

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

Accepted Answer

A) True 
 B)False

Question 13

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:

Accepted Answer

A) exit. 
B) voice. 
C) commitment. 
D) loyalty. 
E) neglect. 
A) exit. 
B) voice. 
C) commitment. 
D) loyalty. 
E) neglect.

Question 14

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

Accepted Answer

A) True 
 B)False

Question 15

The uncomfortable tension felt when our behavior and attitudes are inconsistent with each other is called:

Accepted Answer

A) cognitive distance. 
B) emotional intelligence. 
C) cognitive justification. 
D) cognitive dissonance. 
E) neglect. 
A) cognitive distance. 
B) emotional intelligence. 
C) cognitive justification. 
D) cognitive dissonance. 
E) neglect.

Question 16

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

Accepted Answer

A) True 
 B)False

Question 17

Telecommuting is a way of helping employees withdraw from the stressor.

Accepted Answer

A) True 
 B)False

Question 18

The adaptive response to a situation that is perceived as challenging or threatening to the person's well-being is called:

Accepted Answer

A) self-leadership. 
B) job burnout. 
C) eustress. 
D) workaholism. 
E) stress. 
A) self-leadership. 
B) job burnout. 
C) eustress. 
D) workaholism. 
E) stress.

Question 19

Work overload and job burnout are also referred to as quid pro quo harassment at the workplace.

Accepted Answer

A) True 
 B)False

Question 20

Self-awareness is the lowest level of _____.

Accepted Answer

A) emotional intelligence 
B) emotional labor 
C) emotional dissonance 
D) continuance commitment 
E) affective commitment 
A) emotional intelligence 
B) emotional labor 
C) emotional dissonance 
D) continuance commitment 
E) affective commitment

Emotional labor refers to:

Employees who stay with an organization mainly because they believe it will cost them financially to leave will have:

Which of the following occurs when organizations give financial incentives to prevent dissatisfied employees from quitting?

Customer service representatives (CSRs) often conceal their frustration when serving an irritating customer.This behavior from the CSRs is an example of:

Social awareness, self-management, and relationship management are three elements of:

Beliefs are established perceptions about the attitude object.

Which of the following statements about job satisfaction is true?

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

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

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

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.

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

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

The uncomfortable tension felt when our behavior and attitudes are inconsistent with each other is called:

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

Telecommuting is a way of helping employees withdraw from the stressor.

The adaptive response to a situation that is perceived as challenging or threatening to the person's well-being is called:

Work overload and job burnout are also referred to as quid pro quo harassment at the workplace.

Self-awareness is the lowest level of _____.

Introduction to the Field of Organizational Behavior

Individual Behavior, Personality, and Values

Perceiving Ourselves and Others in Organizations

Foundations of Employee Motivation

Applied Performance Practices

Decision Making and Creativity

Team Dynamics

Communicating in Teams and 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, Attitudes, and Stress

Emotional labor refers to:

Employees who stay with an organization mainly because they believe it will cost them financially to leave will have:

Which of the following occurs when organizations give financial incentives to prevent dissatisfied employees from quitting?

Customer service representatives (CSRs) often conceal their frustration when serving an irritating customer.This behavior from the CSRs is an example of:

Social awareness, self-management, and relationship management are three elements of:

Beliefs are established perceptions about the attitude object.

Which of the following statements about job satisfaction is true?

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

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

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

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.

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

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

The uncomfortable tension felt when our behavior and attitudes are inconsistent with each other is called:

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

Telecommuting is a way of helping employees withdraw from the stressor.

The adaptive response to a situation that is perceived as challenging or threatening to the person's well-being is called:

Work overload and job burnout are also referred to as quid pro quo harassment at the workplace.

Self-awareness is the lowest level of _____.

Introduction to the Field of Organizational Behavior

Individual Behavior, Personality, and Values

Perceiving Ourselves and Others in Organizations

Foundations of Employee Motivation

Applied Performance Practices

Decision Making and Creativity

Team Dynamics

Communicating in Teams and 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