Question 1

Job burnout occurs most of the time because people work too hard.

Accepted Answer

A) True 
 B)False

Question 2

In Japan,

Accepted Answer

A) harassment complaints are not allowed. 
B) labour bureaus reported more than 32,000 harassment complaints in a recent year. 
C) harassment complaints are almost never reported. 
D) harassment is not recognized as a stressor due to cultural values. 
E) None of the choices are truE. 
A) harassment complaints are not allowed. 
B) labour bureaus reported more than 32,000 harassment complaints in a recent year. 
C) harassment complaints are almost never reported. 
D) harassment is not recognized as a stressor due to cultural values. 
E) None of the choices are truE.

Question 3

Happy workers (those with higher job satisfaction)tend to be more productive workers:

Accepted Answer

A) in every job. 
B) only when those workers have high emotional intelligence. 
C) mainly in jobs where employee rewards are linked to their work output. 
D) only in jobs requiring continuous direct supervision. 
E) never,: job satisfaction has no effect on job performancE. 
A) in every job. 
B) only when those workers have high emotional intelligence. 
C) mainly in jobs where employee rewards are linked to their work output. 
D) only in jobs requiring continuous direct supervision. 
E) never,: job satisfaction has no effect on job performancE.

Question 4

Workaholism includes the three dimensions of:

Accepted Answer

A) efficacy,cynicism,and emotional exhaustion. 
B) high work involvement,compulsion to work,and low enjoyment of work. 
C) alarm reaction,resistance,and exhaustion. 
D) time,strain,and role. 
E) cynicism,drive to succeed,and resistancE. 
A) efficacy,cynicism,and emotional exhaustion. 
B) high work involvement,compulsion to work,and low enjoyment of work. 
C) alarm reaction,resistance,and exhaustion. 
D) time,strain,and role. 
E) cynicism,drive to succeed,and resistancE.

Question 5

Job satisfaction among Canadian employees is usually above the global average.

Accepted Answer

A) True 
 B)False

Question 6

Three employees believe that their pay is too low,yet one of them quits,the second complains to management about the low pay and the third does nothing.Explain why these employees engaged in different behaviours even though they held the same beliefs about their pay cheques.

Accepted Answer

(Note:This question is rated as 'Difficu

Question 7

Emotional labour is defined as any situation in which:

Accepted Answer

A) you get upset with customers at times when you are supposed to remain calm. 
B) you begin to feel burned out from facing too many customers in one day. 
C) you don't realize that your emotions are causing you to act differently toward someone than you had intended. 
D) All of the answers are correct. 
E) none of the answers represent the emotional labour definition. 
A) you get upset with customers at times when you are supposed to remain calm. 
B) you begin to feel burned out from facing too many customers in one day. 
C) you don't realize that your emotions are causing you to act differently toward someone than you had intended. 
D) All of the answers are correct. 
E) none of the answers represent the emotional labour definition.

Question 8

Continuance commitment is explicitly discussed in the topic of emotional intelligence as:

Accepted Answer

A) the main process through which people become emotional attached to the organization. 
B) the main process through which you manage the emotions of others. 
C) the means through which people become sensitized to the perceptions and needs of others. 
D) the way in which employees are trained to develop higher emotional intelligence. 
E) Continuance commitment is not explicitly discussed in the topic of emotional intelligencE. 
A) the main process through which people become emotional attached to the organization. 
B) the main process through which you manage the emotions of others. 
C) the means through which people become sensitized to the perceptions and needs of others. 
D) the way in which employees are trained to develop higher emotional intelligence. 
E) Continuance commitment is not explicitly discussed in the topic of emotional intelligencE.

Question 9

Social support helps employees to manage stress by increasing their self-esteem.

Accepted Answer

A) True 
 B)False

Question 10

The service profit chain model states that companies with higher profits tend to subsequently lay off employees,which reduces the future number of customers.

Accepted Answer

A) True 
 B)False

Question 11

The job burnout process occurs in the following sequence: (1)reduced efficacy, (2)emotional exhaustion,and (3)higher blood pressure.

Accepted Answer

A) True 
 B)False

Question 12

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

Accepted Answer

A) True 
 B)False

Question 13

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

Accepted Answer

A) True 
 B)False

Question 14

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 15

People began using the word stress to describe the human response to harsh environmental conditions more than 500 years ago.

Accepted Answer

A) True 
 B)False

Question 16

Studies on work overload in Canada indicate that:

Accepted Answer

A) work overload has stayed about the same in Canada over the past decade. 
B) Canadians identified work overload as the second highest stressor,after insufficient salary. 
C) the percentage of Canadians working more than 45 hours per week has increased over the past decade. 
D) All of these statements are correct. 
E) None of the choices are correct. 
A) work overload has stayed about the same in Canada over the past decade. 
B) Canadians identified work overload as the second highest stressor,after insufficient salary. 
C) the percentage of Canadians working more than 45 hours per week has increased over the past decade. 
D) All of these statements are correct. 
E) None of the choices are correct.

Question 17

Emotional exhaustion and increased cynicism are:

Accepted Answer

A) two stages of job burnout. 
B) two physiological consequences of stress. 
C) two elements of the general adaptation syndrome. 
D) characteristics that identify people with a Type B behaviour pattern. 
E) the two most common sources of stress. 
A) two stages of job burnout. 
B) two physiological consequences of stress. 
C) two elements of the general adaptation syndrome. 
D) characteristics that identify people with a Type B behaviour pattern. 
E) the two most common sources of stress.

Question 18

Low task control occurs when:

Accepted Answer

A) the work schedule is controlled by someone else. 
B) the employee's work is paced by a machine. 
C) the job involves monitoring equipment. 
D) All of these conditions exist. 
E) None of these conditions exist. 
A) the work schedule is controlled by someone else. 
B) the employee's work is paced by a machine. 
C) the job involves monitoring equipment. 
D) All of these conditions exist. 
E) None of these conditions exist.

Question 19

Emotional labour 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 behaviours. 
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) None of the answers define emotional labour. 
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 behaviours. 
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) None of the answers define emotional labour.

Question 20

The highest level of emotional intelligence is:

Accepted Answer

A) self-awareness. 
B) affective. 
C) organizational comprehension. 
D) behavioural intentions. 
E) None of the answers apply. 
A) self-awareness. 
B) affective. 
C) organizational comprehension. 
D) behavioural intentions. 
E) None of the answers apply.

Job burnout occurs most of the time because people work too hard.

In Japan,

Happy workers (those with higher job satisfaction)tend to be more productive workers:

Workaholism includes the three dimensions of:

Job satisfaction among Canadian employees is usually above the global average.

Three employees believe that their pay is too low,yet one of them quits,the second complains to management about the low pay and the third does nothing.Explain why these employees engaged in different behaviours even though they held the same beliefs about their pay cheques.

Emotional labour is defined as any situation in which:

Continuance commitment is explicitly discussed in the topic of emotional intelligence as:

Social support helps employees to manage stress by increasing their self-esteem.

The service profit chain model states that companies with higher profits tend to subsequently lay off employees,which reduces the future number of customers.

The job burnout process occurs in the following sequence: (1)reduced efficacy, (2)emotional exhaustion,and (3)higher blood pressure.

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

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

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

People began using the word stress to describe the human response to harsh environmental conditions more than 500 years ago.

Studies on work overload in Canada indicate that:

Emotional exhaustion and increased cynicism are:

Low task control occurs when:

Emotional labour refers to:

The highest level of emotional intelligence is:

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

Job burnout occurs most of the time because people work too hard.

In Japan,

Happy workers (those with higher job satisfaction)tend to be more productive workers:

Workaholism includes the three dimensions of:

Job satisfaction among Canadian employees is usually above the global average.

Three employees believe that their pay is too low,yet one of them quits,the second complains to management about the low pay and the third does nothing.Explain why these employees engaged in different behaviours even though they held the same beliefs about their pay cheques.

Emotional labour is defined as any situation in which:

Continuance commitment is explicitly discussed in the topic of emotional intelligence as:

Social support helps employees to manage stress by increasing their self-esteem.

The service profit chain model states that companies with higher profits tend to subsequently lay off employees,which reduces the future number of customers.

The job burnout process occurs in the following sequence: (1)reduced efficacy, (2)emotional exhaustion,and (3)higher blood pressure.

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

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

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

People began using the word stress to describe the human response to harsh environmental conditions more than 500 years ago.

Studies on work overload in Canada indicate that:

Emotional exhaustion and increased cynicism are:

Low task control occurs when:

Emotional labour refers to:

The highest level of emotional intelligence is:

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