Chapter 7 Assignment

This emotion incorporates many other emotions. This is a good feeling, and it stirs our hearts. It is generally found in a safe, close relationship.

Love

_____ is a key input to positivity from person factors.

Mindfulness

Which of the following statements about mindfulness is false?

Mindfulness requires less effort than letting our minds wander.

How could call center employees benefit by staying mindful when interacting with callers?

More effective communications

Chris always has a positive attitude about his success in what he is working on now and what he wants to accomplish in the future.

O: Optimism

Organizational climate that fosters positive organizational behavior

Organizational Values -Compassion -Temperance -Restorative justice Organizational Practices -Support programs -Training -HR practices, programs and policies Virtuous Leadership -Trust -Forgiveness -Integrity -Greater good

From the perspective of CEO John Mackey, the Responsibly Grown program will have which of the following effects?

Positive deviance

Which effect of positive influence sways customers to continue to shop at Stewart's?

Positivity effect

This is when you are "to blame" for something good for which you can take credit. This could be when you have made a positive difference for someone else.

Pride

Whenever Amber faces adversity, she always is able to get right back up and bounce back in order to achieve her goal successfully.

R: Resilience

A situation with safe surroundings that are familiar and require little effort on your part. This situation is low key like a long, relaxing ride or walk.

Serenity

This is the extent to which you are involved with something-physically, cognitively, and emotionally. It is sometimes referred to as being "in the zone"

Shondra

Finding something you love doing, helping others, and building your strengths into your personal and work life are ways to help achieve this

Steve

From the perspective of existing certified organic suppliers, what is the key problem in this Mini-case?

The effects of the "Responsibly Grown" program on their financial performance

Which of the following is an example of an organizational practice implemented by companies?

Training programs

_______ represents what individuals and organizations aspire to be when they are at their very best.

Virtuousness

____ is the need to see one or more alternative paths to achieve a goal, even when faced with adversity

Waypower

These enhance your ability to experience other components of PERMA and broaden your perspective on overcoming the challenges life may throw at you

Yeung

Negative emotions

are limiting.

According to Barbara Fredrickson's theory, positive emotions

broaden your perspective and build on themselves.

When positive practices reduce the impact of negative events or stressors, a(n) _________ effect has occurred.

buffering

Stewart's Shops' Holiday Match program and other community events and giveaways are an example of

compassion.

To have _______ you need to have a goal and the determination to achieve it, and you need to see one or more alternative paths to achieve your goal, even when faced with adversity.

hope

People with high levels of positive psychological capital tend to display

hope, efficacy, resilience, and optimism.

Call center employees most often provide _________ support to callers.

informational

John received a poor performance evaluation from his boss. On the weekend, he talks with his neighbor Faisal about his situation. Faisal asks him questions about his work and the evaluation, and as a result John develops a plan of action for improving his productivity. Faisal has provided

informational support.

Lee and Victor are good friends. Lee's laptop computer has become very slow and is not working correctly, and he goes to Victor and asks for help. Victor downloads some antimalware software onto Lee's computer, and its performance improves. Victor has provided

instrumental support.

Which of the following is not an outcome likely to result from positive emotions?

loss of focus

In Emily Yellin's experience, every person has encountered ___________ in customer service.

negative experiences

The _______ effect is the attraction of all living systems toward that which is life-giving and away from that which is life-depleting.

positivity

Organizational ______ is the host of procedures, policies, routines, and rules that organizations use to get things done.

practices

If John Mackey's intention is to go above and beyond "organic" and address deeper issues, simply because he believes it is the right thing to do rather than expecting something in return from customers, he is most likely practicing

prosocial behaviors.

Pete and Dana are working on a project together. They disagree on how to present the key concept of equality. Dana complains that Pete is dismissing her "feminist" position without consideration. Pete claims that Dana considers him a chauvinist. Wyatt, their supervisor, knows that both Pete and Dana are committed employees who support equality. He sits both of them down to work through the issues. This reflects _____ justice.

restorative

During a class lecture, Mike finds himself thinking about an argument he had last night with his girlfriend. Mike is displaying

rumination.

Which of the following is not a benefit of positive emotions?

survival orientation

Hope consists of

willpower and waypower.

This occurs when something unexpected happens and makes you smile and laugh. It is social and usually happens in the company of others.

Amusement

In order to flourish, you have to pursue this for its own sake

Auggie

You feel overwhelmed on a grand scale—feeling small and humble. It makes you stop in your tracks.

Awe

We, by nature, like to work collaboratively and crave social support

Cristoff

Anne-Marie has the confidence to take on a challenging task. She also isn't afraid to put in the necessary effort to succeed at that task.

E: Efficacy

_____ is the characteristic of PsyCap that consists of having confidence.

Efficacy

_________ is categorized as positive psychological capital and could help call center employees have the confidence to take on and put in the necessary effort to succeed at challenging tasks.

Efficacy

Which of the following statements is true?

Employees' level of flourishing is related to organizational outcomes such as productivity and financial performance.

Which of the following actions does not foster employee positivity?

Focus only on providing positive feedback.

Someone has gone out of his or her way to do something different for you. Your heart opens and generates an urge to give back, to do something good in return for either the person who helped you or maybe even someone else.

Gratitude

Which of the following is not an input or process that drives positive organizational behavior in call centers and other organizations?

Group/team performance

Fred always perseveres toward his goals. Sometimes he has to redirect the paths to achieving the goal in order to succeed.

H: Hope

This is when something is not necessarily going your way but you have a belief that it can.

Hope

Which of the following is an outcome of Stewart's Shop's positive organizational behavior?

Increased group/team performance

When you experience human excellence, you are drawn into it—it rivets your attention and warms your heart.

Inspiration

Of the following frequent positive emotions, which would customers most prefer to be demonstrated by a live call center agent?

Interest

When something new or novel draws your attention and fills you with a sense of possibilities or mystery. This situation calls for effort on your part, and you are pulled into discovering more.

Interest

Your surroundings are safe and familiar, and things are going your way. Choice requires little effort on your part. Colors are more vivid and you have a spring in your step. Your face lights up in a smile and with an inner glow.

Joy