Ch. 4

Question 0

Emotions

Answer 0

Intense feelings that are directed at someone or something

Question 1

Affect

Answer 1

A broad range of feelings that people experience; can be experienced as emotions or mood

Question 2

Moods

Answer 2

Feelings that tend to be less intense than emotions and that lack a contextual stimulus

Question 3

Positive Affect

Answer 3

A mood dimension consisting of positive emotions such as excitement, alertness, & elation at high end, and contentedness, calmness, & serenity at the low end.

Question 4

Negative Affect

Answer 4

A mood dimension consisting of nervousness, stress, & anxiety at the high end and boredom, depression, & fatigue at the low end.

Question 5

Affect Intensity

Answer 5

How strongly people experience their emotions

Question 6

Illusory Correlation

Answer 6

The tendency of people to associate two events when in reality there is no correlation

Question 7

Emotional Labor

Answer 7

An employee’s expression of organizationally desired emotions during interpersonal transactions at work

Question 8

Emotional Dissonance

Answer 8

When employees have to project one emotion while simultaneously feeling another

Question 9

Felt Emotions

Answer 9

An individual’s actual emotions

Question 10

Displayed Emotions

Answer 10

Required or appropriate emotions

Question 11

Surface Acting

Answer 11

HIDING one’s inner feelings and emotional expressions in response to display rules

Question 12

Deep Acting

Answer 12

Trying to MODIFY one’s true inner feelings based on display rules

Question 13

Affective Events Theory (AET)

Answer 13

Employees react emotionally to things that happen to them at work, and this influences their job performance & satisfaction

Question 14

Describe Affective Events Theory (AET) and Identify its Applications

Answer 14

1. ) An emotional episode is a series of emotional experiences triggered by a single event.
2. ) Current and past emotions affect job satisfaction
3. ) Emotional fluctuations over time create variations in job performance.
4. ) Emotion-driven behaviors are typically brief and variable.
5. ) Both negative & positive emotions can distract workers and reduce job performance.

Question 15

Emotional Intelligence (EI)

Answer 15

A person’s ability to:

1. ) Perceive emotions in the self & others (Conscientiousness)
2. ) Understand the meaning of these emotions (Cognitive)
3. ) Regulate one’s emotions accordingly in a cascading model (Emotional Stability)

Question 16

Emotional Contagion

Answer 16

The “catching” of emotions from others

Question 17

How did managers USED to deal with emotions in organizations?

Answer 17

• They used to try to make emotion-free environments.
• Emotions were believed to be disruptive & interfered with productivity.
• Now we know emotions can’t be separated from the workplace.

Question 18

What’s the Difference between Emotions and Mood?

Answer 18

EMOTIONS:
• Caused by a specific event
• Brief in duration
• Specific & numerous (happiness, anger, fear, etc.)
• Distinct facial expressions
• Action oriented

MOODS:
• Cause is often general and unclear
• Lasts longer
• More general (positive vs. negative)
• No distinct facial expressions
• Cognitive

Question 19

What are the 6 universal emotions?

Answer 19

1. ) Happiness
2. ) Surprise
3. ) Fear
4. ) Sadness
5. ) Anger
6. ) Disgust

Question 20

Do emotions make us ethical?

Answer 20

• Our beliefs are shaped by our groups, resulting in an unconscious feeling that our shared emotions are “right.”
• People who are behaving ethically are at least partially making decisions based on emotions & feelings, which is a good thing

Question 21

What are 9 sources that affect moods and emotions?

Answer 21

1. ) Personality
2. ) Time of day– happier in middle of day
3. ) Day of the Week– happier toward the end of the week
4. ) Stress
5. ) Social Activities– increase positive moods
6. ) Sleep
7. ) Exercise
8. ) Age– older people have fewer negative emotions
9. ) Sex– women more emotional

Question 22

Does Weather Affect Mood?

Answer 22

No. It’s an illusory correlation.

Question 23

What 2 Messages Does AET Offer?

Answer 23

1. ) Emotions provide insights into how workplace hassles & uplifting events influence employee performance & satisfaction.
2. ) Emotions and the events that cause them should not be ignored at work because they accumulate.

Question 24

The Case FOR EI?

Answer 24

1. ) Intuitive appeal
2. ) Predicts criteria that matter
3. ) Biologically-based

Question 25

The Case AGAINST EI?

Answer 25

1. ) Researches don’t agree on definitions– too vague a concept
2. ) Can’t be measured
3. ) It’s just personality with a different label

Question 26

Emotional Regulation

Answer 26

Identifying and modifying the emotions you feel; takes effort

Techniques:

1. ) Acknowledging rather than suppressing emotional responses to situations
2. ) Re-evaluating events after they occur
3. ) Venting

Question 27

Workplace Deviant Behaviors

Answer 27

Actions that violate norms and threaten the organization

• Negative emotions lead to this

Question 28

How Can Managers Influence Moods?

Answer 28

1. ) Use humor and praise
2. ) Be in a good mood themselves
3. ) Select positive team members