Chapter 4

Question 1

cognitive dissonance

Answer 1

an emotional experience caused by a perception that our beliefs, feelings, and behavior are incongruent with one another; electric white board; some people wanted flexibility and you didn’t give them that, expensive when you are normally cost efficient

Question 2

how to reduce cognitive dissonance

Answer 2

by changing beliefs and feelings, reversing the behavior, emphasize your decision making theory

Question 3

emotional labor

Answer 3

the effort, planning, and control needed to express organizationally desired emotions during interpersonal transactions; demands higher in jobs requiring a variety of emotions and more intense emotions

Question 4

emotional dissonance

Answer 4

the psychological tensions experienced when the emotions people are required to display are quite different from the emotions they actually experience at that moment

Question 5

problems of dissonance

Answer 5

can be more stressful and lead to burnouts, pretending to feel different emotions can be challenging, view surface as natural part of role (flight attendant)

Question 6

emotional intelligence

Answer 6

a set of abilities that enable us to recognize and regulate our own emotions as well as the emotions of other people

Question 7

four dimensions of emotional intelligence

Answer 7

awareness of our own emotions, management of our own emotions, awareness of others emotions, management of others emotions

Question 8

job satisfaction

Answer 8

a person’s evaluation of his or her job and work context

Question 9

EVLN Model

Answer 9

the four ways that employees respond to job satisfaction

Question 10

what does EVLN include

Answer 10

exit, voice, loyalty, neglect

Question 11

exit model

Answer 11

leaving the organization, transferring to another work unit, or at least trying to get away

Question 12

voice model

Answer 12

any attempt to change, rather than escape from, the dissatisfying situation

Question 13

loyalty

Answer 13

respond by patiently waiting; “suffer in silence”

Question 14

neglect

Answer 14

reducing work effort, paying less attention to quality

Question 15

affective organizational commitment

Answer 15

an individual’s emotional attachment to, involvement in, and identification with an organization

Question 16

continuance commitment

Answer 16

an individuals calculative attachment to an organization

Question 17

consequences of affective and continuance

Answer 17

those with high levels of continuance tend to have lower performance and are less likely to engage in organization citizenship behaviors

Question 18

stress

Answer 18

an adaptive response to a situation that is perceived as challenging or threatening to the person’s well-being

Question 19

general adaptation syndrome

Answer 19

a model of the stress experience, consisting of three stages; alarm reaction, resistance, and exhaustion

Question 20

alarm react

Answer 20

when a threat or challenge activates the physiological stress responses; energy level and coping effectiveness decrease in response and to the initial stock

Question 21

resistance

Answer 21

activates various biochemical, psychological, and behavior mechanisms that give the individual more energy and engage coping mechanisms to overcome or remove the source of stress; REDUCES RESOURCES TO THE IMMUNE SYSTEM

Question 22

exhaustion

Answer 22

most of us are able to remove ourselves from that source before becoming too exhausted; those frequently reach exhaustion have increased risk of lag term physiological and psychological damage

Question 23

what are the four most common work related stressors

Answer 23

organizational constraints, interpersonal conflict, work overload, low task control

Question 24

organizational control

Answer 24

lack of equipment, supplies, budget funding, cower support, information, other resources; interfere with task performance

Question 25

interpersonal control

Answer 25

caused by structural sources such as ambiguous rules, lack of resources, conflicting goals between employees or departments; threats and bullying

Question 26

work overloud

Answer 26

under pressure to complete more with more effort

Question 27

low task control

Answer 27

when employees lack control over how and when they perform their tasks as well as lack over the pace of work activity

Question 28

differences in stress

Answer 28

contributing factor is ones physical health (have more energy to deal with it if healthy), different coping strategies (some might work for one and not for another), personality

Question 29

five ways to manage stress

Answer 29

remove the stressor, withdraw from the stressor, change stress perceptions, control stress consequences, receive social support

Question 30

remove the stressor

Answer 30

becomes completely eliminated

Question 31

withdraw from the stressor

Answer 31

permanently or temporarily remove the person from the stressor

Question 32

change stress perceptions

Answer 32

help improve self concept; personal goal setting and self reinforcement

Question 33

control stress consequences

Answer 33

keeping physically fit and maintaining healthy lifestyle

Question 34

receive social support

Answer 34

when others provide emotional and/or informational support to buffer an individual’s stress experience; makes them feel valued and worthy