Ch. 10

Question 1

Stress

Answer 1

non-specific response of the human body to any demand made on it

Question 2

Eustress

Answer 2

provides challenges that motivate to work hard and meet goals

Question 3

General Adaptation Syndrome

Answer 3

Alarm Reaction -> Resistance -> Exhaustion

Question 4

Alarm Phase

Answer 4

body mobilizes resources; heart rate increases & stress hormones released

Question 5

Resistance

Answer 5

body copes with stress, resistance to other stress is lowered

Question 6

Exhaustion

Answer 6

resistance drops and adverse consequences felt

Question 7

Emotion Focused Coping

Answer 7

reducing the emotional response to the problem; avoiding, minimizing, and distancing
i.e. getting social support from friends

Question 8

Problem-Focused Coping

Answer 8

managing the problem causing stress; defining problem, generating solutions, comparing solutions, acting to solve
i.e. developing and using time management skills

Question 9

Common Workplace Stressors

Answer 9

Physical/Task - noise, demands of job, environmental conditions
Psychological - role ambiguity, interpersonal conflict, lack of control

Question 10

Perceived lack of control/predictability

Answer 10

Individual’s perception of control determines response to situation

Question 11

Interpersonal Conflict

Answer 11

negative interactions with co-workers, supervisors, clients

can occur when resources are scarce, incompatible interested, when feelings of unfairness

Question 12

Role Stressors

Answer 12

result from multiple task requirements or roles of employees

Question 13

Role Ambiguity

Answer 13

Employees lack clear knowledge of expected behavior

Question 14

Role Conflict

Answer 14

Demands from different sources are incompatible

Question 15

Role Overload

Answer 15

Employee expected to fill many roles at once

Question 16

Work-Family Conflict

Answer 16

when workers experience conflict between roles at work and in personal lives

Question 17

Emotional Labor

Answer 17

Regulation of one’s emotions to meet job/organizational demands

Question 18

Surface Acting

Answer 18

Consists of faking expressions

Question 19

Deep Acting

Answer 19

Consists of managing feelings, including emotions; more positive health outcomes, authentic, and effective

Question 20

Stress of Emotional labor

Answer 20

burnout, job dissatisfaction, turnover intentions

Question 21

Challenge-Related Stressors

Answer 21

Work demands that have potential stress and potential gains

Question 22

Hinderance-Related Stressors

Answer 22

Work demands that tend to limit or interfere with an individual’s work achievement