Question 1

The positive effect of job satisfaction on customer satisfaction is most clearly explained by:

Accepted Answer

A) organizational commitment. 
B) emotional intelligence. 
C) affective commitment. 
D) employee-customer-profit chain model. 
E) None of the above 
A) organizational commitment. 
B) emotional intelligence. 
C) affective commitment. 
D) employee-customer-profit chain model. 
E) None of the above

Question 2

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 3

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

Accepted Answer

A) True 
 B)False

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

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

Accepted Answer

A) True 
 B)False

Question 6

Which of these stress management activities helps employees to improve their perceived ability to cope with the stressor and possibly remove the stressor?

Accepted Answer

A) Teleworking 
B) Social support 
C) Meditation 
D) Siestas 
E) Fitness programs 
A) Teleworking 
B) Social support 
C) Meditation 
D) Siestas 
E) Fitness programs

Question 7

The four dimensions of emotional intelligence form a hierarchy.

Accepted Answer

A) True 
 B)False

Question 8

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

Accepted Answer

A) True 
 B)False

Question 9

Stress refers mainly to environmental conditions that cause people to experience fear.

Accepted Answer

A) True 
 B)False

Question 10

Recent evidence indicates that:

Accepted Answer

A) few Canadians experience work-related stress. 
B) Japanese employees report less anxiety and stress today than two decades ago. 
C) work-related stress is almost non-existent in India and the United Kingdom. 
D) All of these statements are correct. 
E) None of these statements are correct. 
A) few Canadians experience work-related stress. 
B) Japanese employees report less anxiety and stress today than two decades ago. 
C) work-related stress is almost non-existent in India and the United Kingdom. 
D) All of these statements are correct. 
E) None of these statements are correct.

Question 11

Stress is a psychological and physiological adaptive response to a situation that is perceived as challenging or threatening to the person's well-being.

Accepted Answer

A) True 
 B)False

Question 12

One way to reduce work-related stress is to have your work paced by a machine.

Accepted Answer

A) True 
 B)False

Question 13

The combined effects of increases in technology and globalization in the workplace will likely:

Accepted Answer

A) increase stress caused by work/non-work stressors. 
B) reduce stress caused by work/non-work stressors. 
C) increase stress caused by interpersonal stressors. 
D) reduce stress caused by interpersonal stressors. 
E) have no effect on workplace stress. 
A) increase stress caused by work/non-work stressors. 
B) reduce stress caused by work/non-work stressors. 
C) increase stress caused by interpersonal stressors. 
D) reduce stress caused by interpersonal stressors. 
E) have no effect on workplace stress.

Question 14

In the model of emotions,attitudes,and behaviour,feelings lead to beliefs,which in turn lead to behaviours.

Accepted Answer

A) True 
 B)False

Question 15

The general adaptation syndrome is:

Accepted Answer

A) the most common strategy that employees use to cope with work-related stressors. 
B) an innovative corporate practice that removes unnecessary stressors from the work site. 
C) a stress disorder that was once rare but is becoming increasingly common among executives. 
D) a model of the stress experience. 
E) a form of social support where several employees experience the same form of stress and help each other through the experience. 
A) the most common strategy that employees use to cope with work-related stressors. 
B) an innovative corporate practice that removes unnecessary stressors from the work site. 
C) a stress disorder that was once rare but is becoming increasingly common among executives. 
D) a model of the stress experience. 
E) a form of social support where several employees experience the same form of stress and help each other through the experience.

Question 16

Personal leave,telework,and flexible work time represent the three most common role-related stressors.

Accepted Answer

A) True 
 B)False

Question 17

Emotions have what effect on us?

Accepted Answer

A) They make us aware of events that possibly affect our important goals. 
B) They put us into a state of readiness. 
C) They provide a communication to us about the presence of relevant events in the external environment. 
D) They make us aware of events that possibly affect our important goals and they provide a communication to ourselves about the presence of relevant events in the external environment. 
E) All of the above answers are correct. 
A) They make us aware of events that possibly affect our important goals. 
B) They put us into a state of readiness. 
C) They provide a communication to us about the presence of relevant events in the external environment. 
D) They make us aware of events that possibly affect our important goals and they provide a communication to ourselves about the presence of relevant events in the external environment. 
E) All of the above answers are correct.

Question 18

One way people reduce cognitive dissonance is by changing their beliefs and feelings.

Accepted Answer

A) True 
 B)False

Question 19

Awareness of one's emotions and the emotions of others are elements of:

Accepted Answer

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

Question 20

By asking a single direct question (such as "How satisfied are you with your job?"),job satisfaction surveys tend to:

Accepted Answer

A) underestimate the true level of job satisfaction among employees. 
B) measure organizational commitment rather than job satisfaction. 
C) overestimate the true level of job satisfaction among employees. 
D) confuse people who are completing the survey. 
E) provide a better estimate of job satisfaction than if the survey asked several questions. 
A) underestimate the true level of job satisfaction among employees. 
B) measure organizational commitment rather than job satisfaction. 
C) overestimate the true level of job satisfaction among employees. 
D) confuse people who are completing the survey. 
E) provide a better estimate of job satisfaction than if the survey asked several questions.

The positive effect of job satisfaction on customer satisfaction is most clearly explained by:

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.

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

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

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

Which of these stress management activities helps employees to improve their perceived ability to cope with the stressor and possibly remove the stressor?

The four dimensions of emotional intelligence form a hierarchy.

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

Stress refers mainly to environmental conditions that cause people to experience fear.

Recent evidence indicates that:

Stress is a psychological and physiological adaptive response to a situation that is perceived as challenging or threatening to the person's well-being.

One way to reduce work-related stress is to have your work paced by a machine.

The combined effects of increases in technology and globalization in the workplace will likely:

In the model of emotions,attitudes,and behaviour,feelings lead to beliefs,which in turn lead to behaviours.

The general adaptation syndrome is:

Personal leave,telework,and flexible work time represent the three most common role-related stressors.

Emotions have what effect on us?

One way people reduce cognitive dissonance is by changing their beliefs and feelings.

Awareness of one's emotions and the emotions of others are elements of:

By asking a single direct question (such as "How satisfied are you with your job?"),job satisfaction surveys tend to:

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

The positive effect of job satisfaction on customer satisfaction is most clearly explained by:

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.

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

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

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

Which of these stress management activities helps employees to improve their perceived ability to cope with the stressor and possibly remove the stressor?

The four dimensions of emotional intelligence form a hierarchy.

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

Stress refers mainly to environmental conditions that cause people to experience fear.

Recent evidence indicates that:

Stress is a psychological and physiological adaptive response to a situation that is perceived as challenging or threatening to the person's well-being.

One way to reduce work-related stress is to have your work paced by a machine.

The combined effects of increases in technology and globalization in the workplace will likely:

In the model of emotions,attitudes,and behaviour,feelings lead to beliefs,which in turn lead to behaviours.

The general adaptation syndrome is:

Personal leave,telework,and flexible work time represent the three most common role-related stressors.

Emotions have what effect on us?

One way people reduce cognitive dissonance is by changing their beliefs and feelings.

Awareness of one's emotions and the emotions of others are elements of:

By asking a single direct question (such as "How satisfied are you with your job?"),job satisfaction surveys tend to:

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