Chapter 4

Question 1

Emotions

Answer 1

Psychological, behavioural, and physiological episodes that create a state of readiness.

Most emotions occur without our awareness
Two features of all emotions:

Evaluation
Activation

Question 2

Atitudes

Answer 2

judgements about and attitude object

Base mainly on rational logic

Usually stable for days

Question 3

Emotions

Answer 3

Experiences related to an attitude object

Base on innate and learns responses

Usually experienced for seconds

Question 4

Cognitive Dissonance

Answer 4

Emotional experience caused by a perception that our beliefs, feelings, and behaviour are incongruent.

Question 5

Emotional Labour

Answer 5

Effort, planning and control needed to express organizationally desired emotions during interpersonal transactions.

Question 6

Emotional labour Challenges

Answer 6

Difficult to accurately display expected
emotions

Difficult to hide true emotions

Emotional dissonance – conflict between true and required emotions

Emotional labour solutions

Question 7

EVLN

Answer 7

Exit
Voice
Loyalty
Neglect

Question 8

Building Affective Commitment

Answer 8

Justice/support
Shared values
Trust
Organizational comperhesivness
Employee involvement

Question 9

Stress

Answer 9

Adaptive response to situations perceived as challenging or threatening to well being