Chapter 4

Question 1

Affect

Answer 1

Range of feelings in the forms of emotions and moods that people experience.

Question 2

Emotions

Answer 2

Strong positive or negative feelings discrete towards something to someone.

Question 3

Emotional intelligence

Answer 3

Ability to understand emotions and manage relationships effectivelly.

Question 4

Self awareness

Answer 4

Ability to understand our emotions and their impact on us and others.

Question 5

Social awareness

Answer 5

Ability to empathize and understand the emotion of others.

Question 6

Self management

Answer 6

Ability to think before acting.

Question 7

Relationship management

Answer 7

Ability to establish rapport with others to build good relationships.

Question 8

Emotional intelligence competencies

Answer 8

Self awareness, social awareness, self management and relationship management.

Question 9

Six major types of emotions

Answer 9

Anger, fear, joy, love, sadness and surprise.

Question 10

Self conscious emotions

Answer 10

Arise from internal sources.

Question 11

Social emotions

Answer 11

Derive from external sources.

Question 12

Moods

Answer 12

Generalized positive and negative feelings or state of mind that may persist for some time.

Question 13

Emotion and mood contagion

Answer 13

Is the spillover of ones’s emotions and mood onto others.`

Question 14

Emotional labour

Answer 14

Situation in which a person displays organizationally desired emotions in a job.

Question 15

Emotional dissonance

Answer 15

Inconsistency between emotions we feel and those we try to project.

Question 16

Cognitive empathy

Answer 16

Ability to know how others are viewing things.

Question 17

Emotional empathy

Answer 17

Ability to feel what the other person is experiencing in a situation.

Question 18

Display rules

Answer 18

Degree to which it is appropriate to display emotions.

Question 19

Affective events theory (AET)

Answer 19

How emotions and moods end up influencing human behaviour in organizations.

Question 20

Attitude

Answer 20

Predisposition to respond positively or negatively to someone or something.

Question 21

3 components of attitude

Answer 21

Cognitive component, affective component and behavioural component.

Question 22

Cognitive component

Answer 22

Reflects underlying beliefs, opinions, knowledge or information a person possesses.

Question 23

Affective component

Answer 23

Specific feeling regarding the personal impact of the conditions of the cognitive component.

Question 24

Behavioural component

Answer 24

Intention to behave in certain way based on the affect in ones attitude.

Question 25

Cognitive dissonance

Answer 25

Inconsistency between one's attitudes and behaviour.

Question 26

To reduce or eliminate cognitive dissonance

Answer 26

Change underlying attitude, change future behaviour or develop new ways of explaining the inconsistency.

Question 27

Job satisfaction

Answer 27

Is the degree to which an individual feels positive or negative about a job.

Question 28

Job involvement

Answer 28

Extent to which an individual is dedicated to a job.

Question 29

Organizational commitment

Answer 29

Sense of loyalty an individual has to the organization.

Question 30

Organizational identification

Answer 30

Extent to which a person identifies with his membership organization.

Question 31

Employee engagement

Answer 31

Connection with the organization and passion for one's job.

Question 32

Components of job satisfaction

Answer 32

The work itself, quality of supervision, relationships with co-workers, promotion opportunities and pay.

Question 33

How job satisfaction influences work behaviour (5 consequences)

Answer 33

Physical withdrawal, psychological withdrawal, organizational citizenship, counterproductive work behaviour and work-home spillover.

Question 34

Physical withdrawal

Answer 34

Workers who are more satisfied with their jobs are absent less often than those who are dissatisfied.

Question 35

Psychological withdrawal

Answer 35

Shows up as day-dreaming, cyber-loafing via internet surfing and excessive socializing.

Question 36

Organizational citizenship

Answer 36

A person who is a good organizational citizen does extra things that help others- Interpersonal OCBs- or advance the organization as a whole-organizational OCBs-

Question 37

Counterproductive behaviour

Answer 37

Intentionally disrupt relationships or performance at work.

Question 38

Workplace bullying

Answer 38

One person acting in an abusive, intimidating or violent manner toward another on a continuing basis.

Question 39

Work home spill over

Answer 39

Job satisfaction can spill over to influence how we feel at home as represented by emotions and moods.

Question 40

At home affect

Answer 40

How we feel at home as represented by emotions and moods.

Question 41

Causality of satisfaction-performance relationship

Answer 41

1) Job satisfaction causes performance 2) Performance causes job satisfaction 3) Job satisfaction and performance influence one another.