Question 1

Job burnout refers to situations where employees experience stress because they are deprived of contact with clients,colleagues and other people.

Accepted Answer

A) True 
 B)False

Question 2

Joy,fear,and anger are types of:

Accepted Answer

A) attitudes. 
B) perceptions. 
C) behavioural intentions. 
D) emotions. 
E) moods. 
A) attitudes. 
B) perceptions. 
C) behavioural intentions. 
D) emotions. 
E) moods.

Question 3

Two people exposed to the same stressors can have different stress experiences.

Accepted Answer

A) True 
 B)False

Question 4

Which of the following is an emotion?

Accepted Answer

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

Question 5

The norms and expectations governing emotional display rules are similar around the world.

Accepted Answer

A) True 
 B)False

Question 6

The stress experience in moderation is known as:

Accepted Answer

A) distress. 
B) burnout. 
C) the general adaptation syndrome. 
D) eustress. 
E) Type A behaviour pattern. 
A) distress. 
B) burnout. 
C) the general adaptation syndrome. 
D) eustress. 
E) Type A behaviour pattern.

Question 7

The concept of affective organizational commitment includes:

Accepted Answer

A) an emotional attachment to the organization. 
B) an identification with the organization. 
C) an involvement with the organization. 
D) All of the answers are correct. 
E) None of the answers apply. 
A) an emotional attachment to the organization. 
B) an identification with the organization. 
C) an involvement with the organization. 
D) All of the answers are correct. 
E) None of the answers apply.

Question 8

Workplace incivility is a form of psychological harassment.

Accepted Answer

A) True 
 B)False

Question 9

Employees can build up a resistance to stress by frequently experiencing the exhaustion stage of the general adaptation syndrome.

Accepted Answer

A) True 
 B)False

Question 10

Attitudes develop from our emotional experiences as well as from the perceptual process.

Accepted Answer

A) True 
 B)False

Question 11

Emotions generate a core affect that something is good or bad,helpful or harmful,to be approached or avoided.

Accepted Answer

A) True 
 B)False

Question 12

Management of others' emotions is:

Accepted Answer

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 the psychological contract. 
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 the psychological contract.

Question 13

Eustress refers to the short-term causes of stress,whereas distress refers to long-term causes.

Accepted Answer

A) True 
 B)False

Question 14

Managing our emotions and the emotions of others represents:

Accepted Answer

A) the main feature of psychological contracts. 
B) the highest level of emotional intelligence. 
C) one of the four parts of the circumplex model of emotions. 
D) one of the main causes of continuance commitment. 
E) one of the four categories in the exit-voice-loyalty-neglect (EVLN)model. 
A) the main feature of psychological contracts. 
B) the highest level of emotional intelligence. 
C) one of the four parts of the circumplex model of emotions. 
D) one of the main causes of continuance commitment. 
E) one of the four categories in the exit-voice-loyalty-neglect (EVLN)model.

Question 15

Cognitive dissonance is more likely to occur when the dissonant behaviour is known to everyone,was done voluntarily and can't be undone.

Accepted Answer

A) True 
 B)False

Question 16

The two types of organizational commitment are affective and afflictive.

Accepted Answer

A) True 
 B)False

Question 17

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

Question 18

Several government department employees who regularly meet unemployed citizens say they experience considerable stress.The problem,they claim,is that they try to act pleasant and sympathetic to their clients,but it is difficult to hide their true emotions when clients act rude and angry during visits to their office (which distributes unemployment insurance cheques).Based on your knowledge of surface and deep acting,describe what these government department employees might do to minimize their stress in this situation.

Accepted Answer

It sounds like these government employee

Question 19

Inspiring others,managing conflict,and developing others' capabilities are:

Accepted Answer

A) required in all psychological contracts. 
B) abilities representing the highest level of emotional intelligence. 
C) elements of the circumplex model of emotions. 
D) three of the main causes of continuance commitment. 
E) three categories in the exit-voice-loyalty-neglect (EVLN)model. 
A) required in all psychological contracts. 
B) abilities representing the highest level of emotional intelligence. 
C) elements of the circumplex model of emotions. 
D) three of the main causes of continuance commitment. 
E) three categories in the exit-voice-loyalty-neglect (EVLN)model.

Question 20

Explain how an employee's attitudes might be affected by cognitive dissonance.

Accepted Answer

Cognitive dissonance is the uncomfortabl

Job burnout refers to situations where employees experience stress because they are deprived of contact with clients,colleagues and other people.

Joy,fear,and anger are types of:

Two people exposed to the same stressors can have different stress experiences.

Which of the following is an emotion?

The norms and expectations governing emotional display rules are similar around the world.

The stress experience in moderation is known as:

The concept of affective organizational commitment includes:

Workplace incivility is a form of psychological harassment.

Employees can build up a resistance to stress by frequently experiencing the exhaustion stage of the general adaptation syndrome.

Attitudes develop from our emotional experiences as well as from the perceptual process.

Emotions generate a core affect that something is good or bad,helpful or harmful,to be approached or avoided.

Management of others' emotions is:

Eustress refers to the short-term causes of stress,whereas distress refers to long-term causes.

Managing our emotions and the emotions of others represents:

Cognitive dissonance is more likely to occur when the dissonant behaviour is known to everyone,was done voluntarily and can't be undone.

The two types of organizational commitment are affective and afflictive.

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

Inspiring others,managing conflict,and developing others' capabilities are:

Explain how an employee's attitudes might be affected by cognitive dissonance.

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

Job burnout refers to situations where employees experience stress because they are deprived of contact with clients,colleagues and other people.

Joy,fear,and anger are types of:

Two people exposed to the same stressors can have different stress experiences.

Which of the following is an emotion?

The norms and expectations governing emotional display rules are similar around the world.

The stress experience in moderation is known as:

The concept of affective organizational commitment includes:

Workplace incivility is a form of psychological harassment.

Employees can build up a resistance to stress by frequently experiencing the exhaustion stage of the general adaptation syndrome.

Attitudes develop from our emotional experiences as well as from the perceptual process.

Emotions generate a core affect that something is good or bad,helpful or harmful,to be approached or avoided.

Management of others' emotions is:

Eustress refers to the short-term causes of stress,whereas distress refers to long-term causes.

Managing our emotions and the emotions of others represents:

Cognitive dissonance is more likely to occur when the dissonant behaviour is known to everyone,was done voluntarily and can't be undone.

The two types of organizational commitment are affective and afflictive.

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

Inspiring others,managing conflict,and developing others' capabilities are:

Explain how an employee's attitudes might be affected by cognitive dissonance.

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