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Effective Human Relations > Ch9 Achieving Emotional Balance in a Chaotic World > Flashcards

Ch9 Achieving Emotional Balance in a Chaotic World Flashcards

1
Q

Positive, negative or mixed feelings; temporary experiences

A

Emotions

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2
Q

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

A

Emotions

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3
Q

We can gain control over our ___.

A

Emotions

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4
Q

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

A

A Daily Challenge

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5
Q

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.
A

A Daily Challenge

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6
Q

___can be increased through a combination of awareness and training.

A

Emotional Intelligence

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7
Q

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

A

Personal Competence

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8
Q

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

A

Social Competence

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9
Q

Emotions play critical role in success of every organization.

A

Emotional Factor at Work

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10
Q

Doing business is not purely rational or logical.

A

Emotional Factor at Work

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11
Q

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

A

Emotional Factor at Work

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12
Q

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

A

Emotional Factor at Work

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13
Q

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

A

Emotional labor

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14
Q

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

A

Emotional labor

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15
Q

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

A

Toxicity

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16
Q

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

A

Toxicity

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17
Q

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

A

Temperament

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18
Q

Factors That Influence Our Emotional Development: Primarily biologically based

A

Temperament

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19
Q

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

A

Temperament

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20
Q

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

A

Unconscious Influences: Transactional Analysis

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21
Q

Factors That Influence Our Emotional Development: The brain records both

 - Events
 - Feelings associated with events
A

Transactional Analysis theory

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22
Q

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

A

Cultural Intelligence

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23
Q

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

A

Coping With Your Anger and Others’

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24
Q

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

A

Coping With Your Anger and Others’

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25
Q

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

A

Coping With Your Anger and Others’

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26
Q

Monitor your anger with a journal

A

Coping With Your Anger and Others’

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27
Q

Reframe the situation:

- Try not to see every inconvenience or frustration as a personal affront.

A

Coping With Your Anger and Others’

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28
Q

Be aware of how you talk to yourself:

- Don’t make yourself feel like a victim

A

Coping With Your Anger and Others’

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29
Q

Give yourself a time-out before acting on a blow up

- Wait before you speak or send email.

A

Coping With Your Anger and Others’

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30
Q

Pay attention to the important thing sin life

- Most frustrations, inconveniences, and indignities are trivial and temporary.

A

Coping With Your Anger and Others’

31
Q

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

A

Effective Ways to Express Your Anger

32
Q

Do not blame or make accusations.

A

Effective Ways to Express Your Anger

33
Q

Express your feelings in a timely manner.

A

Effective Ways to Express Your Anger

34
Q

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

A

Effective Ways to Express Your Anger

35
Q
  • 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
A

How to Handle Others’ Anger

36
Q

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.
A

Violence in the Workplace

37
Q

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

A

Employee Sabotage

38
Q

Use hiring procedures that screen out unstable persons

- In depth interviews, drug testing, background checks can help.

A

Preventing Workplace Violence

39
Q

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

A

Preventing Workplace Violence

40
Q

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

A

Preventing Workplace Violence

41
Q

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

A

Preventing Workplace Violence

42
Q

Establish a systematic way to deal with disgruntled employees.

A

Preventing Workplace Violence

43
Q

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

A

Preventing Workplace Violence

44
Q

Started taking shape before birth and evolved over the years

A

Emotional Styles

45
Q
  • Some develop intellectual strategies to avoid dealing directly with emotional reactions.
  • Habitually suppressing, denying, pretending emotions don’t exist is unhealthy, unproductive.
A

Suppressing Your Emotions

46
Q

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

A

Capitulating to Your Emotions

47
Q

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

A

Overexpressing Your Emotions

48
Q

Emotional Styles: People recognize, accept, & experience emotion

A

Accommodating Your Emotions

49
Q

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

A

Strategies for Achieving Emotional Control

50
Q

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
A

Strategies for Achieving Emotional Control

51
Q

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

A

Fine-Tune Your Emotional Style

52
Q

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

A

Anger

53
Q

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

A

Cultural Intelligence

54
Q

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

A

Emotion

55
Q

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

A

Emotional Intelligence

56
Q

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

A

Temperament

57
Q

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

A

Unconscious Mind

58
Q

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

A

Workplace Violence

59
Q

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

A

Emotions

60
Q

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?

A

20%

61
Q

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

A

high personal competence.

62
Q

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

A

Skill

63
Q

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

A

unconscious influences.

64
Q

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

A

20%

65
Q

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

A

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.

66
Q

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?

A

Avoid responding to anger with anger.

67
Q

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

A

use hiring procedures that screen out unstable people.

68
Q

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

A

Only hire women.

69
Q

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

A

Emotional intelligence

70
Q

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

A

emotional imbalance because of exaggerated fearful reactions.

71
Q

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

A

Speak as loud as you can to alleviate stress.

72
Q

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

A

workplace violence.

73
Q

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

A

Providing workplace violence prevention programs.

Effective Human Relations (3 decks)

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