Module 3

According to author Daniel Goleman, approximately what percent of a person's life success is attributable to her intelligence quotient, or IQ?

20%

According to the book, what percentage of customers who have problems with a product or service are in a rage by the time they talk with a customer-service worker?

70%

Which of the following is typical of the "fight or flight" syndrome?

Accelerated breathing

____ is a condition in which intense feelings of apprehension are long standing and usually disruptive.

Anxiety

All of the following are major causes of stress except:

Audiophiles.

Near the end of an exhausting shift at the Exchanges and Returns desk on December 26, Donetta responded to a screaming customer by screaming the answers to his questions right back at him. Donetta broke which basic tenet of dealing with angry people?

Avoid responding to anger with anger

Gina and Bill are managers for two separate projects. Gina supervises robotics repair and maintenance. Bill receives all the customer complaints that his customer service staff cannot handle.​

Bill is more likely to be exhausted and withdrawn at the end of the day

Judy and Sam recently adopted a child. Which of the following is most likely to be true of their new situation?

Both new parents will experience more stress while at work because of worrying about their new child.

Katya works one extra hour each day for nine workdays in exchange for a three-day weekend on alternate weeks. Which plan does Katya's employer provide, according to this example?

Compressed workweek

All of the following are ways to handle other people's anger except:

Do not give the angry person feedback

Michelle experiences physical and emotional stress symptoms before speaking in front of a group. Which of the following techniques would be the least effective in minimizing these symptoms?

Eating a light meal before speaking

Strong, temporary feelings that are positive or negative are called:

Emotions

Which of the following best expresses the relationship between exercise and stress?

Exercise can be a buffer against the negative effects of stress.

All of the following are symptoms of stress except:

Foot pain

At work, Taddeus keeps a tight rein on disruptive impulses and is scrupulously honest. Taddeus demonstrates:

High personal competence.

Herb Kelleher, founder of Southwest Airlines, has appeared at the firm's annual meeting dressed in an Elvis-style jumpsuit and wig (and yes, sideburns and scarf!). This is typical behavior for him. Which stress management technique does Herb inject at every opportunity at Southwest?

Humor and fun

Overrepresentation in sectors

Jacinta earns $53,000 and Sara earns $76,000

Recent studies of working couples show that:

Men are assuming more responsibility for household chores and childcare.

Which of the following is not a way of preventing workplace violence?

Only hire women

All of the following are problems facing women in the workplace except:

Overrepresentation in sectors

In this type of sexual harassment, a person in a supervisory or managerial position threatens the job security or potential promotion of a subordinate worker who refuses to submit to sexual advances.

Quid pro quo

Which of the following is not a factor that influences our emotions?

Skill.

To prevent workplace burnout, an employee should:

Stop trying to do everything

_____ is the behavioral adjustment to change that affects you physically and psychologically.

Stress

Which of the following statements are false regarding men in organizations?

They have problems keeping women out of top management positions.

Lana and Joe are planning to adopt a daughter. Joe works for a company with 200 employees. Joe qualifies for:

Twelve weeks' leave because of his child's arrival.

Emily reacted with exaggerated fear to a supervisor's criticism of her work. This is an example of Emily's:

Unconscious influences

The first line of defense to prevent workplace violence is:

Use hiring procedures that screen out unstable people.

One of the most difficult problems in dealing with sexual harassment issues is that:

What constitutes unwelcome or offensive behavior varies widely across individual employees

Which of the following has an indirect negative impact on women?

Which of the following has an indirect negative impact on women?

If there was an employee at Buy Costumes who was acting out on his anger, he might be sent to ____.

anger management training

​ Gillian is increasingly detached from her coworkers. She's doubting her career choice and has begun to wear a negative attitude like a coat. She's complaining a great deal. She can barely get out of the bed in the morning. Gillian is probably suffering from

burnout.

Individuals with high cultural intelligence​

can quickly analyze and appropriately react to people and situations in unfamiliar cultures.

Which of the following areas are ones in which women have not made significant job gains?

construction

Buy Costumes implemented security measures like cameras and locked doors to keep employees safe, possibly from someone who might be upset and act on that ____.

emotion

Working in a windowless cubicle, in a polluted oil field, or in a crowded retail store are all examples of​

environmental stress

One way to effectively express your anger is by​

expressing your feelings in a timely, non-accusatory manner

Accommodating our emotions means we are attending to our thoughts or the logical process.​

false

During rumination, people are able to reflect on their challenges so that they then feel emotionally energized to overcome them

false

Emotional intelligence is simply a measure of our social competence.​

false

Mental illness affects the majority of the U.S. population.​

false

Organizations often find success when they follow the motto "it's not personal, it's just business."​

false

Stress-management techniques are not relevant if stress is not currently a problem.​

false

Surrendering to change requires a great deal of emotional energy, which may cause more stress.​

false

The emotional style of capitulating to your emotions is an appropriate and effective way to deal with negative emotions in the workplace and in one's personal life.​

false

Wei is trying to complete her project by the deadline. At her desk, she hears the muffled but persistent noises of jackhammering on the street. Inside, her smartphone ringtone loudly pierces her concentration. The ringtone is likely to be more stressful to Wei than the jackhammering.​

false

When expressing your anger, it is important to allow all your feelings about the situation to surface, even if you may be seen as emotionally unstable.​

false

When Joan Rivers experiences anxiety before a speech, she experiences the ____ response.

fight or flight

The type of sexual harassment being described in this situation was: _____.

hostile work environment

Ruminating over personal and work-related problems

is a response that exacerbates stress and may lead to depression

Warning signals of stress

may indicate greater risk for colds, flu, and infections

An individual's response to significant stress:​

may result in reduced critical thinking ability and creativity

A simple stress management technique that reduces pulse, respiration, and brain wave activity is:

meditation.

Michelle showed ___ when she agreed to do the 20/20 interview despite her fear of public speaking.

resilience

Preventing workplace violence would be part of Buy Costume's ___.

risk management

Case 9.1 ​ Anne has been feeling depressed lately. A few weeks ago her pet cat died of old age. Anne was sad, naturally, but lately she has hardly been able to function. While talking to a friend about how she was feeling, she suddenly remembered how distraught she was as a child when she rolled over on a new kitten in her sleep and smothered it. Anne decides to join a self-help group in order to get control of her feelings. That same week a coworker had failed to fulfill her responsibilities on an important project, resulting in delays. Anne was "chewed out" by her boss as a result. Anne wants to tell the coworker how angry she was. Anne's boss, Jerry, is subject to angry outbursts. When he is upset, he lets everyone know it, quickly and fully.​ Refer to Case 9.1. Anne's strategy for dealing with her feelings about her cat is an example of fine-tuning one's emotional style by​

taking steps to move beyond sadness and guilt.

Adults can often relive a childhood experience in a context very different from the one experienced as a child.​

true

Individuals can develop their cultural intelligence, even within their own country's borders.​

true

It is important for your overall quality of life to cultivate positive mental states such as kindness and compassion.​

true

Mindfulness helps minimize stress because it forces you to focus on the moment in a nonjudgmental way rather than worry about stressful things.​

true

The use of humor is an effective stress reducing strategy.​

true

Toxic emotions of just one or two people can disturb the emotional balance of an entire team, department, or workplace.​

true

While it is usually impossible to eliminate stress-causing factors, a person can learn to manage his or her reactions to them to minimize their negative impact.​

true

To avoid gender-specific language barriers, you should ____.

use general humor, not sexual humor

A company can deflect sexual harassment charges by developing a ______.

zero-tolerance policy

Albert frequently feels anxious when he has to participate in meetings at work, and is concerned that his nervous demeanor will mislead coworkers into perceiving him as incompetent at his job. In his personal life, he struggles with the compulsion to eat a whole pint of ice cream every time he has a quarrel or misunderstanding with his girlfriend. Which practice could help Albert overcome both of these problems?​

​Mindfulness

Sleep is an effective stress management technique

​because it allows your body's restoration processes to work

Anger:​

​is usually a response to a perceived injustice.

​ An unintended consequence of today's heightened reliance on technology is that

​multitasking has increased to the point of inefficiency

Guillermo feels compelled to alternate between e-mailing, updating his Twitter status, and using his smartphone to conduct work. He often feels an adrenaline rush and his muscles tense when he is notified of incoming messages or calls. Concentration feels more difficult than in the past. Guillermo's stress is likely a result of

​technological multitasking

Juan has difficulty at work because he frequently suppresses his emotions. A healthier alternative to inappropriate suppression of emotions is​

​to allow himself to feel the emotion, then let it go.