Chapter 4: Workplace Emotions, Attitudes, And Stress

Question 1

“____” are physiological, behavioral, and psychological episodes experienced toward an object, person, or event that create a state of readiness.

Answer 1

Emotions.

Question 2

The cluster of beliefs, assessed feelings, and behavioral intentions towards a person, object, or event is called an?

Answer 2

Attitude.

Question 3

“____” are your established perceptions about the attitude, object, and what you believe to be true.

Answer 3

Beliefs.

Question 4

A positive or negative feeling about each belief is called?

Answer 4

Valance.

Question 5

Automatic, non-conscious emotional responses are known as?

Answer 5

Emotional markers.

Question 6

The effort, planning and control needed to express organizationally desired emotions during interpersonal transactions. This is called?

Answer 6

Emotional labor.

Question 7

The internal tension we feel when our beliefs, feelings, and behaviors are incongruent with each other is referred to as?

Answer 7

Cognitive dissonance.

Question 8

“____” includes a set of abilities to recognize and regulate one’s own emotions as well as the emotions of others.

Answer 8

Emotional intelligence.

Question 9

Norms or explicit rules that require us to exhibit certain emotions and conceal others are known as?

Answer 9

Display rules.

Question 10

The EVLN model identifies four ways that employees respond to job dissatisfaction. What are they?

Answer 10

Exit, voice, loyalty, and neglect.

Question 11

The felt obligation or moral duty to remain with and contribute to the organization is called having a “____” commitment.

Answer 11

Normative commitment.

Question 12

Which model proposes that job satisfaction has a positive effect on customer service, which flows onto the shareholder Financial returns?

Answer 12

Service profit chain model.

Question 13

A concern with high affective commitment is that employees with very high loyalty tend to have high conformity, which results in lower?

Answer 13

Creativity.

Question 14

The “____” model identifies the link between employees satisfaction, customer satisfaction, and Company profitability.

Answer 14

Service profit chain.

Question 15

An individual’s emotional attachment to, involvement in, and identification with an organization. This is what commitment?

Answer 15

Affective organizational commitment.

Question 16

The cluster of beliefs, assessed feelings, and behavioral intentions towards a person, object, or event. This is known as?

Answer 16

Attitudes.

Question 17

An individual’s calculative attachment to an organization. What type of commitment is this?

Answer 17

Continuance commitment.

Question 18

“____” is the effort, planning, and control needed to express ORGANIZATIONALLY DESIRED EMOTIONS during interpersonal transactions.

Answer 18

Emotional labor.

Question 19

The psychological, behavioral, and psychological episodes experienced toward an object, person, or event that create a state of readiness. This is known as?

Answer 19

Emotions.

Question 20

The four ways, as directed in the name, that employees respond to job dissatisfaction. What model is this?

Answer 20

Exit, voice, loyalty, neglect model. EVLN

Question 21

“____” is a model of the stress experience, consisting of three stages: alarm reaction, resistance, and exhaustion.

Answer 21

General Adaptation syndrome.

Question 22

“____” is a person’s evaluation of their job and work context.

Answer 22

Job satisfaction

Question 23

“____” is a felt obligation and social expectation of helping or otherwise giving something of value to someone who has already helped or given something of value to you.

Answer 23

Norm of reciprocity.

Question 24

Environmental conditions that place a physical or emotional Demand on the person this is called?

Answer 24

Stressors.

Question 25

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

Answer 25

Stress.

Question 26

Positive expectations one person has toward another person or group in situations involving risk this is called?

Answer 26

Trust.

Question 27

“____” are the elements that represent your conscious positive or negative evaluations of the attitude object.

Answer 27

Feelings.

Question 28

“____” represents your motivation to engage in a particular behavior regarding the attitude object.

Answer 28

Behavioral intentions.

Question 29

What are the three elements of the cognitive model of attitudes?

Answer 29

Beliefs, feelings, and intentions.

Question 30

Consciously pretending to display the expected emotions is known as?

Answer 30

Surface acting

Question 31

Consciously altering our perceptions or situation to naturally generate the desired emotions and the behaviors that display those emotions this is called?

Answer 31

Regulating emotions.

Question 32

Studies suggest that people with high “____” are more effective team members, perform better in jobs requiring emotional labor, make better decisions involving other people, and maintain a more positive mindset for creative work.

Answer 32

Emotional intelligence

Question 33

“____” includes leaving the organization, transferring to another work unit, or at least trying to get away from the dissatisfying situation.

Answer 33

Exit.

Question 34

“____” is any attempt to change, rather than escape from the dissatisfying situation.

Answer 34

Voice.

Question 35

“____” predicts whether people choose exit or voice.

Answer 35

Loyalty.

Question 36

“____” includes reducing work effort, paying less attention to quality, and increasing absenteeism and lateness.

Answer 36

Neglect

Question 37

“____” occurs when people experience emotional exhaustion, cynicism, and reduced feelings of personal accomplishment.

Answer 37

Job burnout

Question 38

“____” is characterized by tiredness, a loss of energy, and a feeling that one’s emotional resources are depleted.

Answer 38

Emotional exhaustion.

Question 39

“____” which is an indifferent attitude toward work, emotional Detachment from clients, a cynical view of the organization, and a tendency to strictly follow rules and regulations rather than adapt to the needs of others.

Answer 39

Cynicism.

Question 40

“____” entails feelings of diminished confidence in one’s ability to perform the job well.

Answer 40

Reduced personal accomplishment.

Question 41

Organizational constraints, interpersonal conflict, work overload, and low task management control. These are the four most common work-related “____”

Answer 41

Stressors.

Question 42

“____” is an individual’s calculative attachment to an organization

Answer 42

Continuance commitment.