Chapter 4

The practice of modifying one's true inner feelings based on display rules is known as __________

Deep acting

Surface acting deals only with _________ emotions

Displayed

Which of the following is an example of an epicurean activity which helps increase a person's positive mood?

Eating a meal with friends

Which of the following terms best describes an intense feeling directed at someone or something?

Emotion

_______ emotions are emotions that people actually experience, despite what they might display

Felt

Katherine Connor started her day with a cup of coffee while reading the newspaper. However, something about the day makes her feel low. When she reaches the office, she feels upset and distracted from work although she cannot pinpoint a reason for feeling this way. She continues to feel upset and distracted through the rest of the day. Which of the following is she most likely to be experiencing?

A mood

Which is emotional intelligence? Briefly explain the arguments for and against emotional intelligence

A person's ability to percieve emotions int he self of others, understand the meaning of emotions, reguate one's emotions accordingly in a cascading model For- EI predicts certain measures, study shows it correlates moderately with job performance Against- EI is too ambiguous and difficult to measure

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

Affect

________ refers to individual differences in strength with which individuals experience their emotions

Affect intensity

What are affect, emotions, and moods?

Affect- a broad, generic term including a range of feelings people experience Emotions- direct intense feelings direct at someone or something Mood- less intense feelings than emotion are often lack a contextual stimulus

________ refers to a model which suggests that workplace events cause emotional reactions on the part of employees, which then influence workplace attitudes and behaviors

Affective events theory

Ashley Madison works as a receptionist at a fashion magazine. One morning, her boss walks into the office and yells at her, telling her that the front office is a mess and she needs to clean it immediately. After her boss leaves the room, Madison goes to the front office and violently slams trash into the bin. Which of the following best describes Madison's anger?

An emotion

Which of the following is one of six essentially universal emotions agreed on by a majority of researchers?

Anger

Which of the following is not true regarding positive and negative emotions in different cultures?

Compared to Mainland Chinese, Taiwanese are similar to Latin Americans in their experience of culture

Which of the following is true according to the affective events theory?

Employees react emotionally to events at work, which affects their job performance and satisfaction

Tiffany Crowe works as a showroom executive at a clothing boutique in London. Today, she is in a positive mood and instantly greets and smiles at a customer who walks into the store. The customer feels welcomed by her response. While browsing the store, Crowe helps the customer with products and passes on her positive mood to the customer. The customer leaves the store feeling content with a smile on her face. Which of the following best describes this situation?

Emotional contagion

Sally works as a customer care executive at a telecom office in Ohio. She often needs to interact with a regular customer and she finds him extremely annoying. However, because of the nature of her work, she conceals her emotions well and politely talks to him and clarifies all his questions. Which of the following is being experienced by Sally?

Emotional dissonance

_________ refers to inconsistencies between the emotions people feel and the emotions they project

Emotional dissonance

A situation in which an employee expresses organizationally desired emotions during interpersonal transactions at work is known as?

Emotional labor

Johanna Godfrey works as a guest relations executive at a five star deluxe hotel in Washington. During the course of her job, she needs to greet and smile at guests irrespective of her state of mind. In addition, when any guest faces problems, she needs to be calm and composed and help resolve issues. This shows that Johanna's job requires ________.

Emotional labor

_______ are caused by a specific event, are very brief, and are accompanied by a distinct facial expressions

Emotions

Which of the following is a characteristic of emotions?

Emotions are reactions to a person or event

What is the difference between felt emotions and displayed emotions?

Felt emotions- individual's actual emotion Displayed emotion- organized required emotion in working

Amber and Emma were recently hired by a marketing agency. Though there is a lot of work that has been allotted to both of them, Amber is always in a good mood. Emma, on the other hand, appears to be depressed with her job. Compared to Emma, Amber is more likely to ________.

Find better solutions to problems

Gerard Yoder believes that every time he picks up his daughter, Penny, from school, it brings him good luck. The last time he picked her up from school, he won a lottery ticket. Today, after he received her from school, he reached his office and found out that he has been promoted. Which of the following concepts best describes Yoder's belief?

Illusory correlation

Which of the following is an argument used against emotional intelligence?

It cannot be measured easily and measure of EI are diverse

Which of the following statements is true regarding emotional intelligence?

It comprises a person's ability to detect others' and one's own feelings

____________ refers to feelings that tend to be less intense than emotions and that lack a contextual stimulus

Mood

________ are cognitive in nature, have an unclear, general cause, and last for several hours or days

Moods

Which of the following statements is most likely true regarding moods?

Moods are cognitive in nature

Dawn Wang heads an ad agency in Texas and regularly needs to work with copywriters, artists, and designers to come up with effective branding solutions for products. For one of the company's esteemed clients, Wang and her team need to brainstorm ideas for a slogan for the client's new line of clothing. In such a situation, why is it particularly important for Wang to keep her team happy?

People are more creative and produce more ideas when they are in a good mood

Which of the following is an example of sedentary activity that does not play a crucial role in increasing positive mood?

Playing video games at home

A research group in Arizona recently conducted a survey among workers of a coal power plant to understand emotions and their happiness quotient....

Positivity offset

Which of the following is most likely to be experienced during a positivity offset?

Relaxation

On which day of the week does the positive effect tend to be highest?

Saturdays

Which of the following terms refers to the practice of hiding inner feelings and foregoing emotional expressions in response to display rules?

Surface acting

Erin Corbett works at a software company and is in charge of the help desk. A short while ago, she received a call from a discontented customer about a problem he is facing due to the company's software. Though she tried to help the customer with the software, he refused to listen to her. He continued yelling at her and finally banged the phone down. Corbett feels exasperated after hanging up the phone and goes for a cup of coffee to calm herself down. What makes Corbett's anger an emotion, rather than a mood?

The anger has a contextual stimulus

Which of the following is true about emotions?

They are critical to rational thinking

Discuss whether there are gender differences regarding emotions

Women tend to be more emotionally expressive than men, they feel emotions intensely and have longer lasting moods, and express emotions more intensely than men

Which of the following statements is most likely to be true about differences between men and women in relations to emotional reactions?

Women tend to hold onto emotions longer than men

People often behave in ways that violate established norms and threaten the organization, its members, or both. Such actions are called ________.

Workplace deviant behaviors