org behaviour chapter 4

affective organizational commitment

an individual's emotional attachment to, involvement in, and identification with an organization

stressors

any environmental conditions that place a physical or emotional demand on the person

voice

attempt to change, rather than escape from work

experts used to believe attitudes could be understood by just 3 cognitive components:

beliefs, feelings, and behavioral intentions evidence shows now parallel emotional process is also at work

interpersonal conflict

caused by structural sources such as ambiguous rules, lack of resources, and conflicting goals between employees or departments as well as workplace bullying, sexual harassment, + mistreatment

Organizational ______ refers to how well employees understand the organization's strategic direction, social dynamics, and physical layout. Multiple choice question.

comprehesion

feelings

conscious positive or negative evaluations of the attitude object

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

job burnout

emotional exhaustion, cynicism, and reduced feelings of personal accomplishment

display rules

emotions performance, display behaviors representing specific emotions and hide oberseravble evidence of other emotions

beliefs

established perceptions about the attitude object-what you believe to be true, each belief have a valence that is a positive or negative feeling about it

In which of the following countries are people LEAST likely to be encouraged to overtly express emotions and reveal their thoughts and feelings? Multiple choice question.

ethiopia

emotions are

experiences

reduce personal accomplishment

feelings of diminished confidence, in ones ability to perform the job well

attitudes are

judegments

ways to build and maintain affective commitment

justice and support, sared values, trust, organizational comprehension, and employee involvement

cognition

person's thoughts and actions are governed primarily or exclusively by logical thinking

emotions represent changes in

physiological state (blood pressure, heart rate), psychological state (thought processes), and behavior (facial expression)

emotions

physiological, behavioral, and psychological episodes experienced toward an object, person, or event that create a state of readiness

distress

physiological, psychological and behavioral deviation from healthy fuctionioning

behavioral intentions

planned effort to engage in a particular behavior regarding the attitude object

trust

positive expectations one person has toward another person in situations involving risk

neglect

reducing work effort, paying less attention to quality, and increasing absenteeism and lateness

to prevent vicious cycle of denying stress you must:

remove the stressor, withdraw from stressor, change stress perceptions, control stress consequences, receive social support

how to reduce cognitive dissonance

reverse the behaviour, change beliefs and feelings, emphasize how other decisions have been smarter

Which of the following models proposes that job satisfaction has a positive effect on customer service, which flows on to shareholder financial returns? Multiple choice question.

service profit chain model

attidues

the cluster of beliefs, assessed feelings, and behavioral intentions toward a person, object, or event (called an attitude object)

work-life intergration

the degree that people are effectively engaged in their various work and nonwork roles and have a low degree of role conflict across those life domains

emotional labor

the effort, planning, and control needed to express organizationally desired emotions during interpersonal transactions

exit-voice-loyalty-neglect (EVLN) model

the four ways, as indicated in the name, that employees respond to job dissatisfaction by exit, voice, loyalty, and neglect

exhaustion

when source of stress persists

genreal adaptation syndrome

a model of the stress experience, consisting of three stages: alarm reaction, resistance, and exhaustion founded by hans selye

emotional exhuastion

lack of energy, tiredness, and a feelings thats ones emotional reosurces are depleted

organizational contraints

lack of equipment, supplies, budget funding, coworker support, information and other resources necessary to complete required work

exit

leaving the organization

loyalty

respond to dissatisfaction by patiently waiting for problem to resolve by itself

alarm reaction stage

threat or challenge activates the physiological stress responses

norm of reciprocity

a felt obligation and social expectation of helping or otherwise giving something of value to someone who has already helped or given something of value to you

job satisfaction

a person's evaluation of his or her job and work context an appraisal of the perceived job characteristics, work environment, and emotional experiences at work

emotional intelligence (EI)

a set of abilities to perceive and express emotion, assimilate emotion in thought, understand and reason with emotion, and regulate emotion in oneself and others

service profit chain model

a theory explaining how employee's job satisfaction influences company profitability indirectly through service quality, customer loyalty, and related factors

eustress

activates and motivates people to achieve goals, change their environments, and succeed in life challenges

resistance

activates various biochemicals, psychological, and behavioral mechanisms that give infividual more energy to engage copping emchanism to overcome or remove source of stress

Loyalty to your employer would be associated with ______ commitment. Multiple choice question.

affective

______ commitment is an employee's attachment to, identification with, and involvement in an organization. Multiple choice question.

affective

stress

an adaptive response to a situation that is perceived as challenging or threatening to the person's well-being

cognitive dissonance

an emotional experience caused by a perception that our beliefs, feelings, and behavior are incongruent with one another

continuance commitment

an individual's calculative attachment to an organization

4 most commons work-related stressors

organizational constraints, interpersonal conflict, work overload, and low task control

5 main strategies for regulating our emotions

1. changing the situation 2.modifying the situation 3. suppressing or amplifying emotions 4. shifting attention 5. reframing the situation

2 approaches to emotional labor

1. consciously engage in verbal and nonverbal behaviors that represent the expected emotions (surface acting) 2. actively change our emotinal experiecnes so they align with the expect emotions/performance (deep acting)

individual differences in stress

1. employees physical health 2 coping strategies 3 personality

all emotions have two common features

1. they vary in level of activation 2.have an associated valence called core affect

more than blank deaths and blank percent of health care costs in US are due to consequences of work related stress

100,000 and 8%

empathy

having an understanding of and sensitivity to the feelings, thouhgts, and situations of others

Employees with ___ levels of continuance commitment tend to have ___ performance. Multiple choice question.

higher, lower

the body reduces resources to blank during resistance stage

immune system, so people are more likely to catch colds when stressed

cynicism (also called depersonalization)

indifferent attiude toward work, emotional detachment from clients, a cynical view of organization, and tendecy to stickly follow rules and regulations rather than adapt to needs of others

moods

not directed toward anything in particular and tend to be longer-term background emotional states

normative commitment

obligation or moral duty to stay with the organization