Ch9 Achieving Emotional Balance in a Chaotic World

Question 1

Positive, negative or mixed feelings; temporary experiences

Answer 1

Emotions

Question 2

___energize our behavior and direct our attention towards some things and away from others.

Answer 2

Emotions

Question 3

We can gain control over our ___.

Answer 3

Emotions

Question 4

Achieving Emotional Balance:Choices can be dictated by our cognitions (reason), emotions (feelings) or both

Answer 4

A Daily Challenge

Question 5

Achieving Emotional Balance:Emotional imbalance can be due to

 - Learned inhibition of certain emotions and  overemphasis on the expression of others.
 - Fixation on a single emotion.

Answer 5

A Daily Challenge

Question 6

___can be increased through a combination of awareness and training.

Answer 6

Emotional Intelligence

Question 7

Emotional Intelligence: Refers to the competencies that determine how we achieve and maintain emotional balance; self-awareness is key.

Answer 7

Personal Competence

Question 8

Emotional Intelligence: Refers to the competencies that determine how we handle relationships; identifying others’ thoughts and feelings is key.

Answer 8

Social Competence

Question 9

Emotions play critical role in success of every organization.

Answer 9

Emotional Factor at Work

Question 10

Doing business is not purely rational or logical.

Answer 10

Emotional Factor at Work

Question 11

Compassion is an important key to long-term personal success.

Answer 11

Emotional Factor at Work

Question 12

A relationship strategy emphasizes doing business with a meeting of minds & hearts.

Answer 12

Emotional Factor at Work

Question 13

Emotional Factor at Work: Form of emotional regulation where workers are expected to display specific emotions as part of their job

Answer 13

Emotional labor

Question 14

Emotional Factor at Work: ___ ___taxes the mind and can be more difficult to handle than physical labor, which taxes the body.

Answer 14

Emotional labor

Question 15

Emotional Factor at Work: Some organizations and their leaders generate emotional pain, which is a form of

Answer 15

Toxicity

Question 16

Emotional Factor at Work: ___can demoralize employees, damage performance, and contaminate the health of the organization.

Answer 16

Toxicity

Question 17

Factors That Influence Our Emotional Development: Refers to a person’s individual style of expressing needs and emotions
- Activity, intensity, adaptability, general disposition

Answer 17

Temperament

Question 18

Factors That Influence Our Emotional Development: Primarily biologically based

Answer 18

Temperament

Question 19

Factors That Influence Our Emotional Development: ___is affected by the environment during development.

Answer 19

Temperament

Question 20

Factors That Influence Our Emotional Development: Unconscious childhood memories can bring out emotions, causing us to experience emotions out of proportion to a current situation

Answer 20

Unconscious Influences: Transactional Analysis

Question 21

Factors That Influence Our Emotional Development: The brain records both

 - Events
 - Feelings associated with events

Answer 21

Transactional Analysis theory

Question 22

Factors That Influence Our Emotional Development: One’s ability to interpret human actions, gestures and speech patterns in unfamiliar cultural situations and respond appropriately

Answer 22

Cultural Intelligence

Question 23

Anger is often a response to perceived injustice: Learning to address their own anger and that of others is one of the most sophisticated and mature skills people are ever required to learn

Answer 23

Coping With Your Anger and Others’

Question 24

Anger is often a response to perceived injustice: Intense anger often takes the form of rage such as road rage

Answer 24

Coping With Your Anger and Others’

Question 25

Anger is often a response to perceived injustice: Workplace rage can take the form of yelling, verbal abuse, and physical violence - More likely when workers are stressed by long hours, unrealistic deadlines, lack of recognition, bullying incidents, etc

Answer 25

Coping With Your Anger and Others’

Question 26

Monitor your anger with a journal

Answer 26

Coping With Your Anger and Others’

Question 27

Reframe the situation: | - Try not to see every inconvenience or frustration as a personal affront.

Answer 27

Coping With Your Anger and Others’

Question 28

Be aware of how you talk to yourself: | - Don’t make yourself feel like a victim

Answer 28

Coping With Your Anger and Others’

Question 29

Give yourself a time-out before acting on a blow up | - Wait before you speak or send email.

Answer 29

Coping With Your Anger and Others’

Question 30

Pay attention to the important thing sin life | - Most frustrations, inconveniences, and indignities are trivial and temporary.

Answer 30

Coping With Your Anger and Others’

Question 31

Avoid reacting in a manner that may seem emotionally unstable or irrational.

Answer 31

Effective Ways to Express Your Anger

Question 32

Do not blame or make accusations.

Answer 32

Effective Ways to Express Your Anger

Question 33

Express your feelings in a timely manner.

Answer 33

Effective Ways to Express Your Anger

Question 34

Be specific as you describe the factors that triggered your anger, and be clear about the resolution you are seeking.

Answer 34

Effective Ways to Express Your Anger

Question 35

- Recognize and accept the other person’s anger - Encourage the angry person to vent feelings - Do not respond to an angry person with your anger - Give the angry person feedback

Answer 35

How to Handle Others’ Anger

Question 36

Workplace violence encompasses a wide range of behaviors and is defined as: - Any act against an employee that creates a hostile work environment and negatively affects the employee, either physically or psychologically. - These acts include all types of physical or verbal assaults, threats, coercion, intimidation, and all forms of harassment.

Answer 36

Violence in the Workplace

Question 37

Violence in the Workplace: - Employee misconduct combined with revenge - It may involve: + Deliberate nonperformance + Arson + Financial fraud + Computer Crimes + Destruction of equipment + Slander

Answer 37

Employee Sabotage

Question 38

Use hiring procedures that screen out unstable persons | - In depth interviews, drug testing, background checks can help.

Answer 38

Preventing Workplace Violence

Question 39

Develop a strategy for dealing with incidents before they actually occur - Establish a strong expectation of not tolerating hostile or intimidating speech or actions.

Answer 39

Preventing Workplace Violence

Question 40

If someone must be fired or laid off, do so in a way that does not demoralize the employee - Communicate what and when clearly.

Answer 40

Preventing Workplace Violence

Question 41

Provide out-placement services for laid-off or terminated employees - Job search skills, retraining, counseling.

Answer 41

Preventing Workplace Violence

Question 42

Establish a systematic way to deal with disgruntled employees.

Answer 42

Preventing Workplace Violence

Question 43

Provide supervisors and managers with training that will help them prevent workplace violence and deal effectively with it.

Answer 43

Preventing Workplace Violence

Question 44

Started taking shape before birth and evolved over the years

Answer 44

Emotional Styles

Question 45

- Some develop intellectual strategies to avoid dealing directly with emotional reactions. - Habitually suppressing, denying, pretending emotions don’t exist is unhealthy, unproductive.

Answer 45

Suppressing Your Emotions

Question 46

Emotional Styles: People see themselves as helpless victims of feelings that they cannot control.

Answer 46

Capitulating to Your Emotions

Question 47

Emotional Styles: Frequently displays lack of emotional control - Vulgar language, teary eyes, raised voice

Answer 47

Overexpressing Your Emotions

Question 48

Emotional Styles: People recognize, accept, & experience emotion

Answer 48

Accommodating Your Emotions

Question 49

We have a certain amount of mental, emotional and physical energy each day.

Answer 49

Strategies for Achieving Emotional Control

Question 50

We can learn to discipline the mind to banish thoughts that waste energy by: - Journaling and identifying your emotional patterns - Set aside quiet time to reflect on your emotional patterns

Answer 50

Strategies for Achieving Emotional Control

Question 51

Strategies for Achieving Emotional Control: - Take responsibility for your emotions + Do not shift the blame to other people or events - Put your problems into perspective + Look at problems realistically and practically - Take steps to move beyond toxic emotions + When negative emotions dominate your life, individual talk therapy can help. - Give your feelings some exercise + Identify your feelings and express them appropriately

Answer 51

Fine-Tune Your Emotional Style

Question 52

Cengage Learning: A strong feeling of displeasure, usually of antagonism.

Answer 52

Anger

Question 53

Cengage Learning: The ability to interpret human actions, gestures, and speech patterns in a foreign culture.

Answer 53

Cultural Intelligence

Question 54

Cengage Learning: A strong, temporary feeling (such as anger or fear) that is positive or negative.

Answer 54

Emotion

Question 55

Cengage Learning: The ability to recognize our own feelings and those of others; to manage emotions well in ourselves and in our relationships.

Answer 55

Emotional Intelligence

Question 56

Cengage Learning: A person’s individual style of expressing needs and emotions; it is biological and genetically based.

Answer 56

Temperament

Question 57

Cengage Learning: The part of the mind of which we are unaware. A vast storehouse of forgotten memories, desires, ideas, and frustrations.

Answer 57

Unconscious Mind

Question 58

Cengage Learning: Encompasses a wide range of behaviors, including hostile remarks, intimidation of another employee by stalking, physical assaults, and threatening phone calls.

Answer 58

Workplace Violence

Question 59

Cengage Learning: 1. Strong, temporary feelings that are positive or negative are called:

Answer 59

Emotions

Question 60

Cengage Learning: 2. According to author Daniel Goleman, approximately what percent of a person's life success is attributable to her intelligence quotient, or IQ?

Answer 60

20%

Question 61

Cengage Learning: 3. At work, Taddeus keeps a tight rein on disruptive impulses and is scrupulously honest. Taddeus demonstrates:

Answer 61

high personal competence.

Question 62

Cengage Learning: 4. Which of the following is not a factor that influences our emotions?

Answer 62

Skill

Question 63

Cengage Learning: 5. Emily reacted with exaggerated fear to a supervisor's criticism of her work. This is an example of Emily's:

Answer 63

unconscious influences.

Question 64

Cengage Learning: 6. According to the book Anger Kills, what proportion of the general population has harmful levels of hostility?

Answer 64

20%

Question 65

Cengage Learning: 7. All of the following are ways to handle other people's anger except:

Answer 65

a. accept the other's anger. b. encourage venting. c. avoid responding with your own anger. d. ALL OF THESE ARE WAYS TO HANDLE OTHER PEOPLE'S ANGER.

Question 66

Cengage Learning: 8. Near the end of an exhausting shift at the Exchanges and Returns desk on December 26, Donetta responded to a screaming customer by screaming the answers to his questions right back at him. Donetta broke which basic tenet of dealing with angry people?

Answer 66

Avoid responding to anger with anger.

Question 67

Cengage Learning: 9. The first line of defense to prevent workplace violence is:

Answer 67

use hiring procedures that screen out unstable people.

Question 68

Cengage Learning: 10. Which of the following is not a way of preventing workplace violence?

Answer 68

Only hire women.

Question 69

Cengage Learning: 11. ________ is the ability to monitor and control one's emotions and behavior at work and in social settings.

Answer 69

Emotional intelligence

Question 70

Cengage Learning: 12. In the U.S., intense media focus on violence and crime causes many people to experience:

Answer 70

emotional imbalance because of exaggerated fearful reactions.

Question 71

Cengage Learning: 13. Which of the following is not a recommended way of expressing anger?

Answer 71

Speak as loud as you can to alleviate stress.

Question 72

Cengage Learning: 14. A recent study by the Pinkerton security agency revealed that the top concern of workplace security officials is:

Answer 72

workplace violence.

Question 73

Cengage Learning: 15. Which of the following is NOT a common cause of employee sabotage?

Answer 73

Providing workplace violence prevention programs.