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