Question 1

Emotional labour 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 2

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 3

________ involves modifying behaviour to be consistent with required emotions but continuing to hold different internal feelings.

Accepted Answer

A) Deep acting 
B) Pretending 
C) Surface acting 
D) Method acting 
E) Being a drama queen 
A) Deep acting 
B) Pretending 
C) Surface acting 
D) Method acting 
E) Being a drama queen

Question 4

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

Accepted Answer

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

Question 5

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 6

Two employees in the same job might experience different stress levels because they perceive the situation differently.

Accepted Answer

A) True 
 B)False

Question 7

Job satisfaction represents a person's evaluation of his or her job and work context.

Accepted Answer

A) True 
 B)False

Question 8

Which of these statements about emotional labour is FALSE?

Accepted Answer

A) Most jobs involving customer service require some degree of emotional labour. 
B) Research indicates that emotional display rules and standards are very similar around the world. 
C) Emotional labour increases with the extent to which employees must abide by emotional display rules. 
D) In spite of the presence of emotional display rules,it is difficult to hide our true emotions. 
E) Display rules are norms requiring employees to display certain emotions and withholding others. 
A) Most jobs involving customer service require some degree of emotional labour. 
B) Research indicates that emotional display rules and standards are very similar around the world. 
C) Emotional labour increases with the extent to which employees must abide by emotional display rules. 
D) In spite of the presence of emotional display rules,it is difficult to hide our true emotions. 
E) Display rules are norms requiring employees to display certain emotions and withholding others.

Question 9

Emotions affect behaviour:

Accepted Answer

A) through a person's beliefs. 
B) through a person's feelings. 
C) directly. 
D) through a person's beliefs and feelings. 
E) All of the answers are correct. 
A) through a person's beliefs. 
B) through a person's feelings. 
C) directly. 
D) through a person's beliefs and feelings. 
E) All of the answers are correct.

Question 10

In certain cases,even subtle or persistent incivility can constitute psychological harassment.

Accepted Answer

A) True 
 B)False

Question 11

Sexual harassment includes both unwanted sexual relations as well as a hostile work environment.

Accepted Answer

A) True 
 B)False

Question 12

The extent to which task control is a stressor increases when employees also have:

Accepted Answer

A) low responsibility. 
B) flexible work schedules. 
C) high responsibility. 
D) no duties involving monitoring equipment. 
E) supportive coworkers. 
A) low responsibility. 
B) flexible work schedules. 
C) high responsibility. 
D) no duties involving monitoring equipment. 
E) supportive coworkers.

Question 13

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

Accepted Answer

A) True 
 B)False

Question 14

Continuance commitment is a calculative decision to remain with the organization,rather than an emotional attachment to the firm.

Accepted Answer

A) True 
 B)False

Question 15

Kelly is a nurse who has been saying that she doesn't seem to make a difference in her job.At work,Kelly seems to lack empathy with patients.She strictly follows rules and coldly labels patients by their ailments ('the broken leg in Room 3D').When she gets home,Kelly lacks the energy to do anything.Kelly likely is experiencing:

Accepted Answer

A) low iron in her blood. 
B) workaholism. 
C) job burnout. 
D) the results of a relaxation and meditation program. 
E) a very high level of job satisfaction. 
A) low iron in her blood. 
B) workaholism. 
C) job burnout. 
D) the results of a relaxation and meditation program. 
E) a very high level of job satisfaction.

Question 16

Emotional dissonance occurs when:

Accepted Answer

A) there are no known emotional display rules for a particular situation. 
B) we experience conflict between the required emotions and our true emotions. 
C) we work with someone who has high emotional intelligence. 
D) job satisfaction is at the same level as organizational commitment. 
E) either there are no known emotional display rules for a particular situation or we work with someone who has high emotional intelligencE. 
A) there are no known emotional display rules for a particular situation. 
B) we experience conflict between the required emotions and our true emotions. 
C) we work with someone who has high emotional intelligence. 
D) job satisfaction is at the same level as organizational commitment. 
E) either there are no known emotional display rules for a particular situation or we work with someone who has high emotional intelligencE.

Question 17

Affective commitment is higher in organizations that fulfil their obligations to employees.

Accepted Answer

A) True 
 B)False

Question 18

Keeping employees informed about and involved in the organization tends to:

Accepted Answer

A) increase affective commitment. 
B) reduce job satisfaction. 
C) produce cognitive dissonance. 
D) reduce emotional intelligence. 
E) have no effect on work attitudes. 
A) increase affective commitment. 
B) reduce job satisfaction. 
C) produce cognitive dissonance. 
D) reduce emotional intelligence. 
E) have no effect on work attitudes.

Question 19

Which of the following statement(s)about people with high emotional intelligence is NOT true?

Accepted Answer

A) They are better at interpersonal relations. 
B) They perform better in jobs requiring emotional labour. 
C) They are better at knowledge sharing. 
D) They tend to be more educateD. 
E) All of the answers are truE. 
A) They are better at interpersonal relations. 
B) They perform better in jobs requiring emotional labour. 
C) They are better at knowledge sharing. 
D) They tend to be more educateD. 
E) All of the answers are truE.

Question 20

People are consciously aware of most emotions they experience.

Accepted Answer

A) True 
 B)False

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

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

________ involves modifying behaviour to be consistent with required emotions but continuing to hold different internal feelings.

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

Managing our emotions and the emotions of others represents:

Two employees in the same job might experience different stress levels because they perceive the situation differently.

Job satisfaction represents a person's evaluation of his or her job and work context.

Which of these statements about emotional labour is FALSE?

Emotions affect behaviour:

In certain cases,even subtle or persistent incivility can constitute psychological harassment.

Sexual harassment includes both unwanted sexual relations as well as a hostile work environment.

The extent to which task control is a stressor increases when employees also have:

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

Continuance commitment is a calculative decision to remain with the organization,rather than an emotional attachment to the firm.

Emotional dissonance occurs when:

Affective commitment is higher in organizations that fulfil their obligations to employees.

Keeping employees informed about and involved in the organization tends to:

Which of the following statement(s)about people with high emotional intelligence is NOT true?

People are consciously aware of most emotions they experience.

Introduction to the Field of Organizational Behaviour

Individual Behaviour, Personality, and Values

Perceiving Ourselves and Others in Organizations

Foundations of Employee Motivation

Applied Performance Practices

Decision Making and Creativity

Team Dynamics

Communicating in Organizations Revised

Power and Influence in the Workplace

Conflict and Negotiation in the Workplace Revised

Leadership in Organizational Settings

Designing Organizational Structures

Organizational Culture

Organizational Change

Filters

Exam 4: Workplace Emotions, Attitudes, and Stress

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

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

________ involves modifying behaviour to be consistent with required emotions but continuing to hold different internal feelings.

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

Managing our emotions and the emotions of others represents:

Two employees in the same job might experience different stress levels because they perceive the situation differently.

Job satisfaction represents a person's evaluation of his or her job and work context.

Which of these statements about emotional labour is FALSE?

Emotions affect behaviour:

In certain cases,even subtle or persistent incivility can constitute psychological harassment.

Sexual harassment includes both unwanted sexual relations as well as a hostile work environment.

The extent to which task control is a stressor increases when employees also have:

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

Continuance commitment is a calculative decision to remain with the organization,rather than an emotional attachment to the firm.

Emotional dissonance occurs when:

Affective commitment is higher in organizations that fulfil their obligations to employees.

Keeping employees informed about and involved in the organization tends to:

Which of the following statement(s)about people with high emotional intelligence is NOT true?

People are consciously aware of most emotions they experience.

Introduction to the Field of Organizational Behaviour

Individual Behaviour, Personality, and Values

Perceiving Ourselves and Others in Organizations

Foundations of Employee Motivation

Applied Performance Practices

Decision Making and Creativity

Team Dynamics

Communicating in Organizations Revised

Power and Influence in the Workplace

Conflict and Negotiation in the Workplace Revised

Leadership in Organizational Settings

Designing Organizational Structures

Organizational Culture

Organizational Change

Filters