Chapter 4
Which of the following is a generic term that covers a broad range of feelings that people experience?
affect
Ben Ervin often experiences emotions in a much stronger manner than most of his other colleagues. Events that do not provoke any significant emotional response from another person send him into fits of happiness, anger, or depression. In view of such a situation, Ervin is displaying a high level of ________.
affect intensity
People often behave in ways that violate established norms and threaten the organization, its members, or both. Such actions are called ________.
workplace deviant behaviors
Which of the following statements is true regarding negotiation?
Feeling bad about your performance during a negotiation tends to impair future negotiations.
________ is a pure marker of low negative affect.
Boredom
Carrie recently received the Employee of the Year award at the call center where she works as a customer service representative. She was chosen for the award because she is known to be highly courteous toward even the most difficult of callers and is efficient at handling their queries. A month after receiving the award, Carrie submits her resignation. According to her exit interview, she felt burnt out. Which of the following best explains this situation?
Carrie felt the strain of having to constantly fake positive emotions towards her customers.
Which of the following is an example of deep acting?
Dave tries to get along with a co-worker because they will soon be working together on a project
Which of the following statements is true regarding the effects of moods and emotions on decision making?
Depressed people tend to weigh all possible options rather than the most likely ones.
Which of the following is not an example of moral emotions?
contempt for those who behave ethically
The practice of modifying one's true inner feelings based on display rules is known as ________.
deep acting
Negative affect is a mood dimension consisting of ________ at the low end.
depression
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.
________ refers to individual differences in strength with which individuals experience their emotions.
Affect intensity
________ 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
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.
As part of their sales training, the staff at Penny Stores is encouraged to build personal relationships with the store's patrons. Apart from receiving product training, the staff is taught to follow a scripted sales process wherein they must greet the customers, introduce themselves, and enquire about their purchase. They are also encouraged to engage in casual conversation with the customer. In a recent survey conducted by the marketing department, it was revealed that customers were dissatisfied with the level of service at Penny Stores. Which of the following, if true, best explains this situation?
Customers associate superior service with efficiency and not friendliness.
________ refers to inconsistencies between the emotions people feel and the emotions they project.
Emotional dissonance
________ are caused by a specific event, are very brief, and are accompanied by distinct facial expressions.
Emotions
Which of the following is a characteristic of emotions?
Emotions are reactions to a person or event.
The manager's suggestion is based on which of the following assumptions?
Employees' workload can be adjusted to accommodate their requests to go on leave.
________ is a pure marker of high positive affect.
Excitement
________ emotions are emotions that people actually experience, despite what they might display.
Felt
________ refers to the tendency of people to associate two events when in reality there is no connection.
Illusory correlation
Which of the following is not true regarding emotion regulation?
It can be defined as a person's ability to understand the meaning of emotions.
Which of the following is an argument used against emotional intelligence?
It cannot be measured easily and measures of EI are diverse.
Which of the following statements is true regarding emotional intelligence (EI)?
It comprises a person's ability to detect others' and one's own feelings
Which of the following statements is true regarding surface acting?
It involves foregoing emotional expressions in response to display rules.
Alana Gore works as a campaign manager at a nonprofit organization in Manhattan. She was recently asked by her supervisor to give a presentation on the progress of the ongoing climate campaign. However, throughout the presentation, her colleague Kelly Simmons interrupts her by asking irrelevant questions. In addition, she tries to insult her by constantly criticizing key findings and objectives achieved. Though Gore initially tried to be patient, she eventually loses her cool and retorts back, asking her to keep her questions and clarifications for the end of the presentation. Which of the following is a reason why Gore's reaction can be categorized as an emotion instead of a mood?
It is caused by a specific event.
Robert Springer woke up in the morning and felt a sense of joy and peace as he got ready for work. At work, though challenges came his way, he tackled them without getting stressed about them. This feeling lasted for several days that week. What is one of the reasons that Springer's feeling can be categorized as a mood and not as an emotion?
It is prolonged in nature.
When Ariana Winter is told that her dog has been killed by a car, she feels deeply saddened. Her feelings are then overcome by a surge of anger at the car driver. However, minutes later, she is able to laugh and talk about the good memories spent with her pet. What is one of the reasons that Winter's reaction can be categorized as an emotion?
It lasted for a brief time period.
________ 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 to be 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 statements is true regarding sources of moods and emotions?
Physical and informal activities increase positive mood.
________ refers to the tendency of most individuals to experience a mildly positive mood at zero input when nothing in particular is going on.
Positivity offset
________ is a pure marker of low positive affect.
Relaxation
On which day of the week does the positive effect tend to be highest?
Saturdays
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.
Under which of the following conditions, if true, would the manager's suggestion most likely be accepted?
The company has a "use it or lose it" policy whereby unused leave lapses at the end of every year.
Under which of the following conditions, if true, would the manager's suggestion least likely be accepted?
The skills required by the company are highly specialized, and hence the company is short-staffed.
Which of the following is true about emotions?
They are critical to rational thinking.
Which of the following statements is most likely to be true about differences between men and women in relation to emotional reactions?
Women tend to hold onto emotions longer than men.
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
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 an example of surface acting?
an employee masking her emotions of distrust toward the management
Which of the following is one of the six essentially universal emotions agreed on by a majority of researchers?
anger
Alejandro is constantly annoying people in the office. He speaks his mind freely without taking into consideration how it will affect others, doesn't try to smile when he's in a bad mood, and can't understand why other people are upset with him. Alejandro's inability to be self-aware indicates that he has a very low ________.
emotional intelligence
Which of the following terms refers to a person's ability to detect and to manage emotional cues and information?
emotional intelligence
Jonathan Cowan is upset because he was passed over for a promotion he had really worked hard for. In response to his anger toward the manager and the company, he has started gossiping about the manager with his colleagues and assigning blame on him unnecessarily. Jonathan's behavior is an example of ________.
deviant workplace behavior
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
Green Earth, an environmental organization in Oklahoma, recently recruited Phyllis Galvan as a project coordinator. Galvan's manager has noticed that ever since she has joined, she has been extremely positive about her work and takes up challenges without complaining. In addition, she maintains a positive ambience by helping out colleagues and smiling at everyone she interacts with. Her behavior has had a positive effect on her colleagues, who have started behaving in a similar manner. Which of the following concepts is demonstrated in this example?
emotional contagion
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
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
Whether a candidate has high emotional intelligence would be a significant factor when considering a candidate for the job of a(n) ________.
event planner who needs to coordinate with several people
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
Carlos is upset because his boss gave him work to finish over the weekend. It is Friday. Which of the following is most likely to help Carlos lift his spirits?
going to a party with his friends
Wanda Elder works as a human resource executive. Being helpful is inherent in her nature, and she regularly interacts with employees, helping them understand their needs and easing difficulties. She reads emotional cues of people with ease and knows how to express her emotions without violating organizational norms. Which of the following is Elder characterized by?
high emotional intelligence
Jane Hastings recently joined her first job as a communication executive and is working on creating press releases for an upcoming campaign. The campaign is getting launched publicly in the next week and Hastings will need to interact with the media and give sound bites on the issue. This is the first time she will be interacting with the press and she is experiencing emotions of anxiousness, nervousness, and stress. Which of the following mood dimensions is she experiencing?
high negative affect
Jean Ervin works as a fund raising executive at a women rights organization in San Diego. Though she has been with the organization for only a year now, she has already been promoted and often gets excellent feedback from her manager. Her manager says that the key to Ervin's good performance is that she is happy with the work she does and she is excited about the challenges in tasks, which she takes up with a lot of enthusiasm. Which of the following mood dimensions is Ervin most likely to be feeling?
high positive affect
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
Rachel Hartley is a former top management graduate student who now works as a project manager at a retail firm. However, in spite of her strong educational background, she often finds it difficult to manage her team efficiently. She is not able to understand her team's emotions when they feel frustrated with a work challenge or when they need appreciation for a job well done. Which of the following does Hartley suffer from?
low emotional intelligence
Heather Donahue, who works as a receptionist at a finance firm in New Jersey, has been dissatisfied with her job for several months now. She finds the job uninteresting because of its monotonous nature where all she needs to do is receive calls. During work hours, she often experiences emotions such as tiredness, weariness, and boredom. Which of the following mood dimensions is she most likely to be experiencing?
low negative affect
Emotions such as relaxation, serenity, and calmness comprise the ________ mood dimension.
low positive affect
Which of the following is an example of an uplifting event according to the affective events theory?
meeting a project milestone
Which of the following mood dimensions is a pure marker of high negative affect?
nervousness
Which of the following is an example of a 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. Employees at the plant often complained about poor working conditions and low insurance benefits. However, the group was surprised with the findings of the survey because employees had a positive mood 70 percent of the time during work hours. Which of the following concepts would best explain such findings?
positivity offset
Which of the following is most likely to be experienced during a positivity offset?
relaxation
Which of the following is an example of deviant workplace behavior?
sabotaging one's organization's computers
Which of the following terms refers to the practice of hiding inner feelings and foregoing emotional expressions in response to display rules?
surface acting