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Emotions consist of which of the following types of episodes experienced toward an
object, a person, or an event?
physiological, behavioral and psychological
All emotions have two dimensions: ___ and ___.
activation and evaluation
______ represent the cluster of beliefs, assessed feelings, and behavioral intentions
toward a person, an object, or an event.
Attitudes
The internal tension we feel when our behavior and attitudes are inconsistent with each
other is referred to as ______.
cognitive dissonance
People with positive emotions typically have higher emotional stability and are more
______ than their counterparts who experience negative emotions.
Extroverted
Emotions are defined as
physiological, behavioral, and psychological episodes experienced toward an object, a
person, or an event that create a state of readiness
Norms that require us to exhibit certain emotions and conceal others are known as
______.
display rules
Which of the following would be considered a low-activation negative emotion?
Bored
A(n) ___ can be defined as what we believe, how we feel, and how we behave toward a
person or an object.
Attitude
True or false: Research suggests that emotional display rules and standards are very
similar around the world.
False
Janeen is opposed to smoking, but she has been offered a lucrative accounting job with
a tobacco company. She is tempted to take the job but feels hypocritical. Janeen is
experiencing ______.
cognitive dissonance
Which of the following are main strategies for regulating emotions?
-Reframing the situation
-Modifying the situation
-Shifting attention
People who experience more negative emotions tend to have higher ______ and are
introverted.
neuroticism
Emotional intelligence involves ______ of our own emotions and the emotions of others.
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awareness and management
Which of the following is the BEST description of emotional labor?
The effort, planning, and control needed to express organizationally desired emotions
during interpersonal transactions.
In what way is emotional intelligence associated with effective leadership?
Leaders engage in emotional labor by showing patience to employees even when they
might feel frustrated.
Job satisfaction includes which of the following elements?
-Perceived job characteristics
-The work environment
-Emotional experiences
In which of the following countries are people LEAST likely to be encouraged to overtly
express emotions and reveal their thoughts and feelings?
Ethiopia
According to the exit-voice-loyalty-neglect (EVLN) model, ______ is an attempt to
change rather than escape from a dissatisfying workplace situation.
voice
Temporarily leaving a work area that makes us feel lethargic is an example of which
strategy for regulating emotions?
Changing the situation
Which of the following statements are true regarding job satisfaction and job
performance?
Workers with higher job satisfaction tend to be somewhat more productive.
______ is the ability to perceive, express, understand, reason with, and regulate
emotion in oneself and others.
Emotional intelligence
The ______ model identifies the link between employee satisfaction, customer
satisfaction, and company profitability.
service profit chain
Studies have shown that people with high emotional intelligence exhibit which of the
following characteristics?
-They maintain a more positive mindset for creative work.
-They make better decisions involving other people.
-They are more effective team members.
In terms of business ethics, which types of business environments do communities
expect of companies?
safe and enjoyable
An individual's evaluation of his or her job and work context is referred to as ______.
job satisfaction
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Steve is miserable in his job but chooses to stay only because he can't afford to quit.
This is an example of _______ commitment.
continuance
Darrell was unhappy that he had been scheduled for so many late shifts at work and
became dissatisfied. When he is scheduled for nights, he often calls in sick or comes in
late. According to the EVLN model, Darrel's response to his job dissatisfaction is
______.
neglect
Which of the following statements concerning job satisfaction and job performance is
correct?
There is a moderately positive correlation between job satisfaction and job performance.
Employees with high levels of continuance commitment ______.
engage in fewer organizational citizenship behaviors
True or false: According to the service profit chain model, customer satisfaction is a
natural outcome of employee satisfaction.
True
Organizational ______ refers to how well employees understand the organization's
strategic direction, social dynamics, and physical layout.
comprehension
In recent years, organizations have become concerned about job satisfaction as a(n)
______ issue that influences their reputation in the community.
ethical
An adaptive response to a situation that is perceived as challenging or threatening to a
person's well-being is known as
stress
Loyalty to your employer would be associated with ______ commitment.
affective
Bob was unhappy with the way scheduling of shifts was handled at work. He decided to
meet with his boss to express his dissatisfaction and suggest ways that shift scheduling
could be improved. According to the EVLN model, Bob's reaction to job dissatisfaction
was ______.
voice
The concept that people have consistent physiological responses to stressful situations
that help them cope is called the
general adaptation syndrome
Employees with ___ levels of continuance commitment tend to have ___ performance.
higher; lower
Employee involvement tends to increase ______ commitment because it strengthens
the employee's psychological ownership and social identity with the organization.
affective
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The workplace stress consequence marked by emotional exhaustion, cynicism, and
reduced feelings of personal accomplishment is referred to as
job burnout
______ commitment is an employee's attachment to, identification with, and
involvement in an organization.
affective
True or false: Stressors are physical or psychological forces that exert demands on a
person's body, emotions, and/or mind.
True
The stage of the general adaption syndrome in which a person develops coping
mechanisms to overcome or remove the source of stress is the ___ stage.
resistance
Coping mechanisms for handling workplace stress include ______.
-reframing the stressor in a more positive manner
-regular exercise and a healthy lifestyle
A work-life balance initiative that involves splitting one career position between two
employees is known as:
job sharing
Angelina has reached a point of complete emotional and mental exhaustion in her job.
She feels like what she's doing doesn't matter much anymore, and she no longer has
any motivation for her work. This is an example of ______.
job burnout
A(n) ________ is any environmental condition that places a physical or emotional
demand on an individual.
stressor
The concept that people have consistent physiological responses to stressful situations
that help them cope is called the ______.
general adaptation syndrome
Companies can reduce employees' stress by facilitating greater ______.
work-life balance
Which of the following strategies involves permanent withdrawal from a workplace
stressor?
job transfer
