C.4- B344

Which of the following describes emotional labor?

an employee's expression of organizationally desired emotions during interpersonal transactions at work

Employees can learn to regulate emotions through all the following EXCEPT _________________.

eliminating initial responses (while it is possible to regulate emotions, it is not usually possible to simply eliminate them).

Peggy and Sean are in terrible moods when they arrive at the office. Which of the following best explains why their coworkers will probably be in a bad moods by the end of the day?

emotional contagion

Sue, an airline flight attendant, was being harassed by a passenger, which caused her to be upset. Rather than portraying her emotions, Sue maintained a cheery exterior. This is an example of _______________.

emotional dissonance (def. is like cognitive dissonance, except that emotional dissonance concerns feelings rather than thinking. Bottled-up feelings of frustration, anger, and resentment can lead to emotional exhaustion.

Individuals who have trouble regulating their emotions tend to be _______.

high in neuroticism

A person's tendency to associate events that have no real connections is known as

illusory correlation

When leaders are ____________, group members cooperate better.

in a good mood

___________ is a mood dimension consisting of positive emotions such as excitement, alertness, and elation at the high end and contentness, calmness, and serenity at the low cost.

positive affect

______________ is a mood dimension that consists of specific positive emotions such as excitement, self-assurance, and cheerfulness at the high end and boredom, sluggishness, and tiredness at the low end.

positive affect

positive emotions are related to effective leadership for all of the following reasons EXCEPT

positive emotions in leaders analytic performance of followers

One study of graduate found that

students who scored well on decision making tasks incorporated emotions into the process. (Executive MBA students whoperformed best on a strategic decision-making task were more likely to incorporate emotion centers of the brain into their choice process)

The hiding of inner feelings and emotional expressions in response to display rule is known as

surface acting

It may be important for supervisors to work to keep employees happy because

they are both more creative and more open in their thinking ( It seems that people experiencing positive moods or emotions are more flexible and open in their thinking, which may explain why they're more creative.

negative emotions may be associated with

short-term deviant behavior

What is surface acting ?

the hiding of inner feelings and emotional expressions in response to display rules

______________________ is the act of identifying and modifying the emotions you feel.

Emotion regulation

Which of the following best describes the difference between labor and emotional dissonance?

Emotional labor is displaying emotions because your job requires you to do so; emotional dissonance is the tension between your displayed and felt emotions.

Someone's ability to identify and then modify emotions is an example of ____________.

Emotional regulation ( the central idea behind emotion regulation is to identify and modify the emotions you feel. Recent research suggests that emotion management ability is a strong predictor of task performance for some jobs and for organizational citizenship behaviors.)

Anger, contempt, ethusiasm, envy, fear, joy, and love are all examples of which of the following?

Emotions

_____________ are intense feelings directed at something or someone.

Emotions

_______________________ are intense feelings directed at something or someone.

Emotions

Which of the following describes affective events theory?

Employees react emotionally to things that happen to them at work and this reaction influences their job performance and satisfaction.

________________________ is the association of two events that in reality have no connection -- for example, people think nice weather improves their mood.

Illusory correlation

which of the following describe less-intense feelings that often arise without a specific event acting as the stimulus?

Moods

______________is the tendency of most individuals to experience a mildly positive mood at zero input (when nothing in particular is going on).

Positivity offset

_______________________ is one of the six universal emotions.

Sadness

_______________ is the hiding of inner feelings and emotional expressions in response to display rules.

Surface acting

Which of the following describe emotional dissonance?

The disparity between the emotions people feel and the emotions they project

What is deep acting ?

The effort of modifying true inner feelings based on display rules

Affect describes

a board range of feelings and includes both emotions and moods

Which of the following defines mood?

a less- intense feeling that often arises without a specific event acting as the stimulus

Which of the following defines affect?

A generic term that covers a broad range of feelings people experience, including both emotions and moods.

What is emotional intelligence (EI)?

A person's ability to perceive emotions in the self and others, understand the meaning of these emotions, and regulate those emotions accordingly

Kyle was excited when he received a raise at work. Afterward, he told friends and family that he was really enjoying both the job and the working conditions overall. This is an example of ____________.

Affective effect theory (def. proposes that employees react emotionally to things that happen to them at work, and this reaction influences their job performance and satisfaction.

Although EI has been shown by researchers to lead to improved workplace performance, the use of EI testing is not recommended during the selection process because _________.

EI tests are not necessarily predictive of performance

Some researchers have commented on the limited applicability of EI testing even though EI has been shown to correlate with job performance because ______________.

EI uses self-assessment

Which of the following is a generic term that covers a broad range of feelings people experience?

affect

Individual differences in the strength with which people experience emotions are known as which of the following

affect intensity (def. is the degree to which people experience emotions)

Employees are affected by both emotional incidents that occur at work and incidents that occur at home. What theory supports the influence of emotions on job performance and satisfaction?

affective events theory

Which of the following defines emotion?

an intense feeling directed at someone or something

Which of the following describe illusory correlation?

associating two events that in reality have no connection

Emotions and moods can affect all of the following EXCEPT _________.

bonus structure ( is not affected by emotions and moods).

_______________ is the effort of modifying true inner feelings based on display rules.

deep acting

Amber noticed that one of her employees, Ahmed, was increasingly short-tempered at work and didn't seem to enjoy his job as mush as he used to. After watching Ahmed for a few weeks, Amber realized that a change in the way that Ahmed was receiving critical information was leading to frustration and anger. Amber decided to sit down with Ahmed and work through some ideas to reduce his frustration. Amber's ability to recognize these emotions in Ahmed is an example of _________________.

emotional intelligence

An employee's focus on emotions that are preferred by the employer while in the workplace is known as

emotional labor

People who scored high on ___________ are less likely to react strongly to negative events. ( and our emotional response to a given event can change depending on mood).

emotional stability

Research increasingly indicates that _______________ is/are critical to rational thinking.

emotions

Several studies have indicated that strategic decision making is enhanced by using _____________.

emotions

emotional labor represents an employee's

expression of organizationally desired emotions

A number of researchers have indicated that moral judgments are largely based on

feelings

Which of the following best describes the difference between felt emotions and displayed emotions ?

felt emotions are the employee's real emotions; displayed emotions are the emotions an organization requires an employee to show.

Sleep quality affects mood, and increased fatigue puts workers' health at risk of disease, injury, and depression. Studies show that adults report sleeping less than adults a generation ago. As a result, large portion of the US workforce suffers from sleep deprivation, sleeping ________ per night.

less than six hours per night

The study of emotions and mood can have a very real effect on the operation of a business in terms of employee satisfaction, turnover, health, and safety (and resulting associated costs), customer satisfaction, and ultimately profitability of the organization. What can managers do to influence and improve moods in the workplace?

managers can use humor and give their employees small tokens of appreciation for a job well done.

Work events trigger emotional reactions, to which employee's personalities and _______________ predispose them to respond with greater or lesser intensity.

moods

Vince is a manager who tells funny and appropriate joke during a staff meeting. Which of the following outcomes is most likely?

morale improves

Employees who have positive moods tend to be ___________ than employees in bad moods.

more creative

___________ is a mood dimension consisting of nervousness, stress, and anxiety at the high end and contentedness, calmness, serenity at the low end.

negative affect

Researchers have indicated that people in a good mood are more creative than people in a bad mood because

people in a good mood produce more ideas

The tendency of most individuals to experience a mildly positive mood at zero input is known as

positivity offset

Research increasingly indicates that emotions are an important part of

rational thinking

Research increasingly indicates that emotions are an important part of _________________.

rational thinking

Emotional intelligence includes the ability to

regulate emotions (def. (EI) is a person's ability to (1) perceive emotions in the self and others, (2) understand the meaning of these emotions, and (3) regulate his or her own emotions accordingly.

Which of the following best describes the difference between surface-level acting and emotional suppression?

surface-level acting doesn't change the emotion and the individual simply puts forth what they believe the correct emotional response should be, while emotional suppression allows the individual to feel and deal with the emotion, but at a later time.

Emotional contagion is _______________.

the act of "catching" emotions from other people.

Emotion regulation is ____________

the act of identifying and modifying the emotions you feel

Which of the following describes affect intensity?

the differing intensities with which people experience the same emotions

Research conduct on smiling within the workplace has indicated

your feelings about power dictate whether or not you return a smile