Organizational Behavior Ch. 4

Research suggests that people who are in a negative mood are more likely to ________ than someone who is in a positive mood. A) take higher risks B) take lower risks C) be emotionally void D) make better decisions E) make worse decisions

A) take higher risks

A researcher finds that people who work in a fish processing plant, doing work that most people find extremely unpleasant, still have a positive mood about 60 percent of the time. Which of the following concepts can explain such a finding? A) bandwagon effect B) framing effect C) the fundamental attribution error D) self-serving bias E) positivity offset

E) positivity offset

________ indicates a person's ability to be self-aware, detect emotions in others, and manage emotional cues and information. A) Emotional intelligence B) Emotional dissonance C) Confirmation bias D) Cognitive distortion E) Cognitive dissonance

A) Emotional intelligence

Which of the following can be said to be true of emotion regulation? A) It takes effort to modify one's feelings. B) It is easily achieved. C) It results in long-term positive emotions. D) It helps in building self-esteem. E) It has no negative effects.

A) It takes effort to modify one's feelings.

Which of the following statements is true regarding surface acting? A) Surface acting is hiding inner feelings and forgoing emotional expressions in response to display rules. B) A health care provider trying to genuinely feel more empathy for her patients is surface acting. C) Research shows surface acting is less stressful to employees than deep acting. D) Surface acting deals with felt emotions as opposed to deep acting which deals with displayed emotions. E) Surface acting is trying to modify our true inner feelings based on display rules.

A) Surface acting is hiding inner feelings and forgoing emotional expressions in response to display rules.

One implication from the evidence on EI to date is that employers should consider it a factor in hiring employees, especially in jobs that demand ________. A) a high degree of social interaction B) good analytical skills C) the ability to work independently D) good critical thinking skills E) good mathematical skills

A) a high degree of social interaction

If an employee expresses organizationally desired emotions during interpersonal transactions (irrespective of his true emotions), then it is known as ________. A) emotional labor B) negative affect C) positive affect D) emotional intelligence E) deviant behavior

A) emotional labor

The way we ________ an emotion is not always the same as the way we ________. A) experience; show it B) experience; interpret it C) show; interpret it D) show; trust it E) trust; experience it

A) experience; show it

Barry is angry at losing his job. In order to regulate his emotions, he can do all of the following except ________. A) focus on the problem at hand B) think about pleasant things C) distract himself D) engage in relaxation techniques E) suppress negative thoughts

A) focus on the problem at hand

When you experience moral disgust, you have most likely been offended due to your sense of ________. A) right and wrong B) good and bad C) truth and justice D) religion and society E) self and others

A) right and wrong

What do you call the practice of hiding inner feelings by modifying facial expressions? A) surface acting B) deep acting C) emotional intelligence D) affective camouflage E) confirmation bias

A) surface acting

Andy, Ben, Liza, Ted, and Jim are online customer service representatives. They have all been reprimanded by their boss. Andy is 24 years old. Ben is 46 years old. Liza is 45 years old. Ted is 26 years old. Jim is 35 years old. Who is least likely to be upset by the reprimand? A) Andy B) Ben C) Liza D) Ted E) Jim

B) Ben

________ is an emotion that falls into the category of high positive affect. A) Serenity B) Elation C) Fatigue D) Boredom E) Relaxation

B) Elation

When Ariana is told that her dog has been killed by a car, her eyes widen in disbelief and tears begin to stream down her face. Later that day she is able to laugh and talk about the fun times she had with her dog. What is one of the reasons that Ariana's reaction can be categorized as an emotion? A) It is a general, unambiguous feeling. B) It is accompanied by facial expressions. C) It has a lengthy duration. D) It is a positive feeling. E) Her reaction is cognitive in nature.

B) It is accompanied by facial expressions.

On which day of the week does negative affect tend to be the highest? A) Sundays B) Mondays C) Tuesdays D) Wednesdays E) Thursdays

B) Mondays

Which of the following statements is true regarding the sources of moods and emotions? A) Moods and emotions are independent of the personality of the individuals. B) Sleep quality affects mood. C) The weather strongly affects moods. D) As we grow older, we experience more negative emotions. E) People tend to be in their best moods on Sundays.

B) Sleep quality affects mood.

You are at the office and one of your coworkers, who you only know casually, makes eye contact with you, stares you down, and dashes past you. Assuming you are in the United States, what is your likely reaction? A) You ignore the man...he means nothing to you B) You ignore the man....he is obviously crazy C) You become alarmed...he is obviously crazy D) You become alarmed...you might have somehow offended him E) You become angry...he should have said hello

B) You ignore the man...he is obviously crazy

What do you call the practice of modifying one's true inner feelings based on display rules? A) surface acting B) deep acting C) emotional intelligence D) affective camouflage E) confirmation bias

B) deep acting

What term is used for those emotions that an organization requires workers to show and considers appropriate in a given job? A) felt emotions B) displayed emotions C) conditional emotions D) required emotions E) mandated emotions

B) displayed emotions

Of the ways in which we express emotions, ________ has/have proven to be the most difficult to interpret. A) body language B) facial expressions C) words D) emotions E) vocalizations

B) facial expressions

Emotional intelligence (EI) is a concept that ________. A) can be measured easily B) is moderately correlated with job performance C) is not related to personality and intelligence D) indicates mathematical aptitude of an individual E) is not genetically influenced

B) is moderately correlated with job performance

Research has shown that there is a link between our emotions and our ability to be ________. A) successful B) rational C) professional D) a mentor E) healthy

B) rational

Negative affect is a mood dimension consisting of ________ at the low end. A) nervousness B) relaxation C) anxiety D) stress E) depression

B) relaxation

People who score ________ on emotional stability are more likely to react strongly to ________ events. A) low; positive B) low; negative C) average; positive D) average; negative E) high; negative

B) low; negative

People who are ________ are less likely to be able to ________ their emotions. A) narcissistic; suppress B) neurotic; control C) happy; control D) sad; suppress E) confident; change

B) neurotic; control

A ________ means that when nothing is going on, people are generally in a mildly good mood. A) low positive affect B) positivity offset C) high positive affect D) residual positivity E) high negative affect

B) positivity offset

________ is a pure marker of low positive affect. A) Stress B) Relaxation C) Boredom D) Tranquility E) Anxiety

C) Boredom

Which of the following statements is true regarding emotional intelligence (EI)? A) Evidence suggests that a person's performance on the job is independent of her EI. B) Evidence suggests that EI is not genetically influenced. C) EI is related to a person's ability to detect emotions in others. D) EI can be measured easily. E) EI is a simple, straightforward concept.

C) EI is related to a person's ability to detect emotions in others.

Erin works at a software company, in charge of the help desk. After being yelled at by a customer about the state of her company's software, she becomes angry, and has to take a short break to calm down. What makes her anger an emotion, rather than a mood? A) It is a simple, unambiguous feeling. B) Her response is prolonged. C) It has a contextual stimulus. D) Her response is not accompanied by facial expressions. E) It is cognitive in nature.

C) It has a contextual stimulus.

Which of the following is a correct argument in favor of emotional intelligence (EI)? A) EI accurately indicates linguistic abilities of a person. B) EI is a simple and straightforward concept. C) The concept of EI has a biological base. D) EI can be measured easily. E) The concept of EI is different from intelligence and personality.

C) The concept of EI has a biological base.

Evidence suggests people who feel negative emotions, particularly ________ or hostility, are more likely than others to engage in deviant behavior at work. A) nervousness B) tension C) anger D) stress E) depression

C) anger

As the manager of a successful accounting firm, you know that from January to April, your employees often feel great amounts of stress. One of your employees, Syddarth, returned from lunch 30 minutes late and it appeared to you that he had been crying. It is important in this situation that you ________. A) get Syddarth some help because he clearly has mental issues B) fire Syddarth because he seems to not be able to handle the pressure C) assure Syddarth that you understand how he is feeling and that things are stressful D) tell Syddarth about how stressed you are to make him feel better E) ignore Syddarth because everyone needs to deal with their own issues

C) assure Syddarth that you understand how he is feeling and that things are stressful

Which of the following terms best describes feelings that tend to be less intense than emotions? A) affect B) cognition C) moods D) thoughts E) reactions

C) moods

Which of the following statements is true regarding deep acting? A) Deep acting is hiding inner feelings and forgoing emotional expressions in response to display rules. B) A worker who smiles at a customer even when he doesn't feel like it is deep acting. C) Deep acting deals with displayed emotions as opposed to surface acting. D) A health care provider trying to genuinely feel more empathy for her patients is deep acting. E) Research shows surface acting is less stressful to employees than deep acting.

D) A health care provider trying to genuinely feel more empathy for her patients is deep acting.

Which of the following is an example of deep acting? A) Sonora smiles at her cubicle neighbor when she walks by even though his behavior annoys her. B) Andy tells his employee that he isn't doing a good job and that he needs to shape up. C) Liz is worried about her sick dog, but makes her morning sales calls with a smile. D) David invites a coworker that he doesn't like to lunch, in the hope of getting to know him better. E) Javier is angry at his boss so he calls in sick on Friday, the day the project is due, to get back at him.

D) David invites a coworker that he doesn't like to lunch, in the hope of getting to know him better.

Ismael spent the morning in the field making sales calls. He called on four prospective clients and they all declined to purchase his company's product. Ismael returned to the office stressed and exhausted. He has an hour and a half for lunch before he has to make a large sales presentation to a current client, which Ismael hopes will expand his account. Which of the following is most likely to be the best way for Ismael to spend his lunch hour? A) He should prepare his sales pitch data and graphics on the computer. B) He should practice his sales pitch orally with a coworker. C) He should go through the past sales orders placed by this client in order to better understand her requirements. D) He should rest and relax before the presentation. E) He should ask his boss to help him prepare the presentation.

D) He should rest and relax before the presentation.

Judy has been having a very difficult time at work. Her supervisor is constantly making her work long hours and is usually very critical of her behavior. This constant negativity is taking a toll on Judy and she is starting to experience hatred toward her job. According to the theory of emotional regulation, Judy needs to do which of the following to control her spiraling emotions? A) Drink...a little alcohol count help her chill out. B) Exercise...get some endorphins going. C) Dance...a hobby is always a good diversion. D) Vent...letting it out clears the soul. E) Curse...a few choice words will help.

D) Vent...letting it out clears the soul

Which of the following statements is true about the difference between men and women when it comes to emotional reactions? A) Men are more emotionally expressive than women. B) Men experience emotions more intensely than women. C) Women express anger more frequently than men. D) Women tend to "hold onto" emotions longer than men. E) Men display positive emotions more frequently than women.

D) Women tend to "hold onto" emotions longer than men.

Whether a candidate has high emotional intelligence would not be a significant factor when considering candidates for the job of a(n) ________. A) interviewer who assesses candidates in an employment agency B) engineer heading a team designing a complex software/hardware interface C) meeting planner who must set up meetings for candidates around the world D) copy editor who seeks out spelling errors and grammatical mistakes in manuscripts E) realtor arranging sales between homeowners and potential buyers

D) copy editor who seeks out spelling errors and grammatical mistakes in manuscripts

When situations are overly emotionally charged and stressful, we have a natural response to ________. A) seek vengeance B) find positive outlets for our emotions C) find negative outlets for our emotions D) disengage and just look away E) disengage and exhibit counterproductive work behaviors

D) disengage and just look away

Surface acting deals with ________ emotions. A) negative B) weak C) strong D) displayed E) felt

D) displayed

Julia is highly aware of her own and others' emotions. She is good at reading emotional cues and knows how to express her emotions without violating organizational norms. This information indicates that Julia has ________. A) low cognitive dissonance B) low self-esteem C) low emotional dissonance D) high emotional intelligence E) high job satisfaction

D) high emotional intelligence

Moral emotions are those emotions that have moral implications because of our ________. A) religious beliefs B) interpersonal relationships C) individualistic culture D) instant judgment of the situation that evokes them E) guilt caused by our society

D) instant judgment of the situation that evokes them

Which of the following statements is true regarding moods? A) Moods are more intense feelings than emotions. B) Moods don't last longer than emotions. C) Moods are more action oriented in nature, as compared to emotions. D) Moods are less cognitive in nature than emotions. E) Moods are generally not indicated by distinct facial expressions.

E) Moods are generally not indicated by district facial expressions.

Rahael's team was recently responsible for missing a major sales goal. According to the affective events theory, which of the following is most likely to occur? A) Rahael will become discouraged but will keep working harder for next time. B) Rahael will become discouraged and will start to dislike her job. C) Rahael will become more motivated but will start to dislike her job. D) Rahael will become more motivated and will keep working harder for next time. E) Rahael might react as stated in both A and D.

E) Rahael might react as stated in both A and D.

Ben is prone to experiencing emotions in a much stronger manner than most other people. Events that don't provoke any significant emotional response in the average person often send him into fits of happiness, anger, or depression. Ben has a high level of ________. A) emotional dissonance B) negative affect C) emotional intelligence D) positive affect E) affect intensity

E) affect intensity

Theresa is the manager of a production unit. Which of the following methods would likely be of the least use to improve her employees' moods? A) use humor B) give employees tokens of appreciation for work they do well C) hire positive employees D) be in a good mood herself E) arrange for employees to see funny videos at work

E) arrange for employees to see funny videos at work

Positive affect is a mood dimension consisting of ________ at the low end. A) excitement B) stress C) nervousness D) tranquility E) boredom

E) boredom

Emotions are ________. A) independent of the personality of individuals B) strongly affected by weather C) less intense as compared to moods D) less likely to be caused by a specific event than moods E) critical to rational thinking

E) critical to rational thinking

Kathryn expresses her anger against her supervisor for denying her a well-deserved promotion. Which of the following terms best describes the intense feelings that she directs at him? A) affect B) cognition C) moods D) emotional labor E) emotions

E) emotions

What is positivity offset? A) having misperceptions of one's environment B) experiencing self-elation C) experiencing the fundamental attribution error D) exhibiting a self-serving bias when there is negative input E) experiencing a mildly positive mood at zero input

E) experiencing a mildly positive mood at zero input

Within organizational behavior, we are interested in ________ and ________ emotion regulation should be used in the workplace. A) whether; when B) when; if C) if; how D) how; how often E) how; whether

E) how; whether

Which of the following mood dimensions is a pure marker of high negative affect? A) depression B) stress C) fatigue D) boredom E) nervousness

E) nervousness

People feeling different emotions after being subjected to identical emotion-provoking stimuli is a result of ________. A) cognitive dissonance B) positivity offset C) emotional dissonance D) emotional labor E) personality

E) personality

Jo has a job interview. Which of the following will have the least effect on her feelings on the day of the interview? A) sleep quality that Jo had the night before B) the amount Jo exercised on that day C) Jo's age D) Jo's gender E) the weather on the day of the interview

E) the weather on the day of the interview

Which of the following statements is true regarding negotiation? A) A lack of emotion improves performance during negotiation. B) Feeling bad about your performance in a negotiation is likely to improve future performance. C) Displaying negative emotions, such as anger, is ineffective. D) Feeling bad about your performance appears to improve future negotiations. E) A negative emotional state enhances performance.

A) A lack of emotion improves performance during negotiation.

Research finds that when nothing in particular is happening, called positivity offset, most individuals experience ________. A) an intensely positive mood B) a mildly positive mood C) a neutral mood D) a mildly negative mood E) an intensely negative mood

B) a mildly positive mood

Which of the following is the term used for the strength with which individuals experience emotion? A) emotional dissonance B) affect intensity C) emotional labor D) positivity offset E) emotional intelligence

B) affect intensity

Diane Marshall is an office manager. Her awareness of her own and others' emotions is almost nil. She's moody and unable to generate much enthusiasm or interest in her employees. She doesn't understand why employees get upset with her. She often overreacts to problems and chooses the most ineffectual responses to emotional situations. Diane has ________. A) high self-serving bias B) low emotional dissonance C) low confirmation bias D) high cognitive dissonance E) low emotional intelligence

E) low emotional intelligence

Gerardo believes that every time he picks up a penny he is blessed with good fortune, due to the fact that the last time he picked up a penny he had a lottery win, and the time before that he got a big bonus at work. Gerardo's perception is likely a product of a(n) ________. A) affect intensity B) high-positive affect C) emotional dimension D) self-serving bias E) illusory correlation

E) illusory correlation

Which of the following statements is true regarding emotions? A) Emotions are caused by specific events. B) Emotions last longer than moods. C) Moods are more action oriented in nature than emotions. D) Emotions are generally not indicated by distinct facial expressions. E) Emotions are less intense feelings than moods.

A) Emotions are caused by specific events.

________ is a pure marker of high positive affect. A) Excited B) Serene C) Nervous D) Relaxed E) Bored

A) Excited

________ are the emotions that an individual is actually experiencing, despite what they might display. A) Felt emotions B) Displayed emotions C) Conditional emotions D) Surface emotions E) Disseminative emotions

A) Felt emotions

Which of the following is a generic term that covers a broad range of feelings that people experience? A) affect B) emotions C) moods D) emotional labor E) cognition

A) affect

The corporate office has determined that the company vision needs to be amended. What should corporate leaders do to increase the likelihood that employees will accept this change? A) arouse emotions and link them to an appealing vision B) demonstrate how the vision will better company profits C) evoke empathy for the CEO D) negotiate with them and express anger E) motivate employees by putting them in a good mood

A) arouse emotions and link them to an appealing vision

Henry is upset because his boss recently reprimanded him for missing a deadline. The boss put Henry on a probation period, causing him to lose his two days a week telecommuting privilege. Henry now has to work at the office five days a week. Which of the following is most likely to result from Henry's negative attitude due to the reprimand? A) deviant workplace behavior B) emotional contagion C) cognitive dissonance D) positivity offset E) distinction bias

A) deviant workplace behavior

Which of the following statements is true regarding the degree to which people experience emotions across cultures? A) The degree to which people experience emotions is independent of culture. B) People in China report experiencing fewer positive and negative emotions as compared to people in other cultures. C) Western cultures experience more negative emotions and fewer positive emotions than Eastern cultures. D) The emotions experienced by people in China are more intense as compared to emotions experienced by people in other cultures. E) Eastern cultures like China view emotions like pride more positively than Western individualistic cultures such as the United States.

B) People in China report experiencing fewer positive and negative emotions as compared to people in other cultures.

When the team he supports wins the World Cup, Robert feels a surge of joy, which turns into a feeling of satisfaction that lasts for days. What is one of the reasons that the feeling of satisfaction might be categorized as a mood and not an emotion? A) It is a very strong feeling. B) It is brought about by a specific event. C) It has a lengthy duration. D) It is a positive feeling. E) It is expressed on his face.

C) It has a lengthy duration.

________ is the act of objectively and deliberately evaluating our emotional situations in the moment. A) Deep level acting B) Surface level acting C) Mindfulness D) Emotional labor E) Emotional dissonance

C) Mindfulness

Deep level acting is less psychologically costly than surface level acting because in deep level acting, we are actually trying to experience the emotion, so we ________. A) are not really acting B) find ways to channel the emotion C) experience less emotional exhaustion D) transfer the emotion to the other party E) translate the emotion to something we already know

C) experience less emotional exhaustion

Amber and Emmet were recently hired by a marketing agency. While Amber is typically in a good mood always, Emmet appears to be depressed most of the time. Based on this information, what would you expect from Amber? A) She will take a great deal of time trying to make a good decision. B) She will have poor problem-solving skills. C) She will not be very creative when making decisions. D) She will find better solutions to problems. E) She will make poor decisions.

D) She will find better solutions to problems.

You are at the office and one of your coworkers, who you only know casually, makes eye contact with you, stares you down, and dashes past you. Assuming you are in the Japan, what is your likely reaction? A) You ignore the man...he means nothing to you B) You ignore the man....he is obviously crazy C) You become alarmed...he is obviously crazy D) You become alarmed...you might have somehow offended him E) You become angry...he should have said hello

D) You become alarmed...you might have somehow offended him

Julia works as a receptionist in a real estate company. One morning her boss comes in the door and yells at her, telling her that the front office is a mess and that she needs to get up and clean it immediately. After her boss leaves the room, Julia grabs three magazines and violently slams them into the trash can. Which of the following best describes Julia's anger? A) an affect B) a thought C) a mood D) an emotion E) a mental process

D) an emotion

Research has indicated that people in a ________ mood are better able to ________. A) good; deal with others B) good; discern the truth about others C) bland; discern the truth about others D) bad; discern the truth about others E) bad; deal with others

D) bad; discern the truth about others

Lowest negative effect is ________ in the morning and tends to ________ over the course of the day and evening. A) highest; decrease B) highest; remain consistent C) stable; increase D) lowest; increase E) lowest; remain consistent

D) lowest; increase

You are confronted by an angry customer who feels they deserve special treatment outside of your normal customer service policy. You know the customer is in the wrong but you can tell he is very upset. Which of the following is the appropriate reaction for you? A) maintain a sad expression B) maintain a happy expression C) maintain a pleasant expression D) maintain a concerned expression E) maintain an angry expression

D) maintain a concerned expression

What effect do stressful events typically have on mood? A) short term positive B) long term positive C) short term positive but long term negative D) negative E) positive

D) negative

Francine heads an ad agency and works with copywriters, artists, and designers to come up with effective branding solutions for new products. Why is it particularly important for Francine to keep her team happy? A) People are more conscientious when they are in a good mood. B) People tend to weigh all possible options rather than the most likely ones when they are in a good mood. C) People are less likely to use rules of thumb when they are in a good mood. D) People tend to search for perfect solutions when they are in a good mood. E) People are more creative when they are in a good mood.

E) People are more creative when they are in a good mood.

Research suggests which of the following relationships exists between the weather and mood? A) moderately positive effect B) moderately negative effect C) strong positive effect D) strong negative effect E) limited or little effect

E) limited or little effect