Chapter 3

Question 1

Myth of Rationality

Answer 1

emotions were the antithesis of rationality and should not be seen in the workplace.

Question 2

Affect

Answer 2

a generic term that covers a broad range of feelings people experience, including both emotions and moods

Question 3

Emotions

Answer 3

intense feelings directed at someone or something

Question 4

moods

Answer 4

less intense feelings than emotions and often (though not always) lack a contextual stimulus.

Question 5

Positive Affect

Answer 5

a mood dimension consisting of positive emotions such as excitement, self-assurance, and cheerfulness at the high end and boredom, sluggishness, and tiredness at the low end.

Question 6

Negative Affect

Answer 6

a mood dimension consisting of nervousness, stress, and anxiety and the high-end and relaxation, tranquility, and poise at the low end.

Question 7

Positivity Offset

Answer 7

at zero input (when nothing in particular is going on), most individuals experience a mildly positive mood.

Question 8

Evolutionary Psychology

Answer 8

theory that emotions sever an evolutionary purpose helps in survival of the gene pool. The theory is not universally accepted.

Question 9

9 sources of emotion and moods

Answer 9

1. Personality
2. Day of the week/time of day
3. Weather
4. Stress
5. Social Activities
6. Sleep
7. Exercise
8. Age
9. Gender

Question 10

Affect Intensity

Answer 10

how strongly they experience their emotions

Question 11

Illusory Correlation

Answer 11

explains why people tend to think nice weather improves their mood. It occurs when people associate two events that in reality have no connection.

Question 12

Emotional Labor

Answer 12

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

Question 13

Emotional Dissonance

Answer 13

when an employee has to project one emotion while simultaneously feelings another.

Question 14

Felt Emotions

Answer 14

individual’s actual emotions

Question 15

Displayed Emotions

Answer 15

those that the organization requires workers to show and considers appropriate in a give job. They are not intimate, they are learned.

Question 16

Surface Acting

Answer 16

hiding inner feelings and forgoing emotional expressions in response to display rules. Deals with displayed emotions (more stressful because it entails feigning their true emotions).

Question 17

Deep Acting

Answer 17

trying to modify our true inner feelings based on display rules. Deals with felt emotions.

Question 18

Emotional Intelligence

Answer 18

a person’s ability to

1) Be self-aware, to recognize her own emotions when she experiences them
2) Detect emotions in others
3) Manage emotional cues and information

Question 19

The case for:

Answer 19

1. Intuitive Appeal—it makes sense
2. EI predicts criteria that matter—positively correlated to high job performance
3. Study suggests that EI is neurologically based

Question 20

The case against:

Answer 20

1. EI is too vague a concept
2. EI can’t be measured
3. Ei is so closely related to intelligence that it is not unique when those factors are controlled

Question 21

OB Application of Emotions and Moods

Answer 21

1. Selection
2. Decision Making
3. Creativity
4. Motivation
5. Leadership
6. Negotiation
7. Customer Service
8. Job Attitudes
9. Deviant Workplace Behaviors
10. Safety and Injury at work

Question 22

Selection

Answer 22

employers should consider EI a factor in hiring for jobs that demand a high degree of social interaction.

Question 23

Decision Making

Answer 23

Positive emotions can increase problem-solving skills and help us understand and analyze new information

Question 24

creativity

Answer 24

positive moods and feedback may increase creativity

Question 25

Motivation

Answer 25

Promoting positive moods may give a more motivated workforce

Question 26

Leadership

Answer 26

Emotions help convey messages more effectively

Question 27

Negotiation

Answer 27

Emotions may impair negotiator performance

Question 28

Customer Service

Answer 28

Customers “catch” emotions from employees, called emotional contagion, the catching of emotions form others.

Question 29

Job attitudes

Answer 29

Emotions at work get carried home but rarely carry over to the next day

Question 30

Deviant Workplace Behaviors

Answer 30

Those who feel negative emotions are more likely to engage in deviant behavior at work

Question 31

How managers can influence mood:

Answer 31

• User humor to lighten moment
• Give small tokens of appreciation
• Stay in a good mood themselves—lead by example
• Hire positive people