OB Chapter 7: Emotion and Stress

What stress outcomes fall into the physiological group?

nervousness tension headaches anger irritability fatigue

What are the 3 workplace stressors?

1) emotional demand 2) physical demand 3) time pressure

What are the top 10 stressful jobs?

1) inner city high school teacher 2) police officer 3) miner 4) air traffic controller 5) medical intern 6) stockbroker 7) journalist 8) customer service workers 9) secretary 10) waiter

What are the 2 categories of the outcomes of stress?

1) physiological 2) psychological

What percentage of Americans feel stress in the workplace?

80% according to a 2001 Gallup poll.

emotional labor

A situation in which an employee expresses organizationally desired emotions during interpersonal transactions. Labors are: intelligence physical emotional

Video Quiz Question #3 Jim is having an argument with his supervisor during a meeting. He talks loudly with a shaking voice. He is probably at the ____ stage of the stress process. A) resistance B) alarm C) exhaustion D) engagement

Answer is: A! resistance

Video Quiz Question #4 According to the news, what factor in addition to the argument with the customer contributed to this employee's overall level of stress? A) He was drinking before the accident. B) His mother was very ill. C) He was abused by his supervisor. D) He was under the threat of being laid-off.

Answer is: B! His mother was very ill.

Video Quiz Question #1 The wrong smile is a problem at _____ step of emotional intelligence. A) self-awareness B) self-management C) social awareness D) relationship management

Answer is: C! social awareness

Video Quiz Question #2 Which is NOT likely to be an emotional labor? A) Professor B) Actor C) Politician D) Statistician

Answer is: D! Statistician

emotional contagion cycle

Emotions are contagious. Frustration carries to next customer --> customer argues with you --> you argue back --> customer leaves in a huff Then you are back to the beginning.

What are the 3 steps that stress affects an individual?

In Selye's General Adaptation Syndrome (GAS) model, stress affects an individual in the following 3 steps: alarm resistance exhaustion

What are the 4 layers of emotional labor?

Like an onion with 4 layers. Core: Employee personality 1st layer (most inward): genuine acting 2nd layer (2nd most inward): deep acting 3rd or outermost layer: surface acting As you get closer to the core less emotion is expected.

the stress process

Stress is the body's reaction to a change that requires a physical, mental, or emotional adjustment or response.

What are some organizational approaches to manage stress?

Telecommuting, but it can also increase stress due to isolation and sometimes children. Vacations are a good way to alleviate stress.

What are the 4 steps of emotional intelligence?

The 4 steps of emotional intelligence build upon each other. Relationship management (top) (others) social awareness (others) self-management (self) self-awareness (bottom) (self)

What stress outcomes fall into the psychological group?

depression anxiety