Chapter 4: Workplace Emotions, Attitudes, And Stress Flashcards
“____” are physiological, behavioral, and psychological episodes experienced toward an object, person, or event that create a state of readiness.
Emotions.
The cluster of beliefs, assessed feelings, and behavioral intentions towards a person, object, or event is called an?
Attitude.
“____” are your established perceptions about the attitude, object, and what you believe to be true.
Beliefs.
A positive or negative feeling about each belief is called?
Valance.
Automatic, non-conscious emotional responses are known as?
Emotional markers.
The effort, planning and control needed to express organizationally desired emotions during interpersonal transactions. This is called?
Emotional labor.
The internal tension we feel when our beliefs, feelings, and behaviors are incongruent with each other is referred to as?
Cognitive dissonance.
“____” includes a set of abilities to recognize and regulate one’s own emotions as well as the emotions of others.
Emotional intelligence.
Norms or explicit rules that require us to exhibit certain emotions and conceal others are known as?
Display rules.
The EVLN model identifies four ways that employees respond to job dissatisfaction. What are they?
Exit, voice, loyalty, and neglect.
The felt obligation or moral duty to remain with and contribute to the organization is called having a “____” commitment.
Normative commitment.
Which model proposes that job satisfaction has a positive effect on customer service, which flows onto the shareholder Financial returns?
Service profit chain model.
A concern with high affective commitment is that employees with very high loyalty tend to have high conformity, which results in lower?
Creativity.
The “____” model identifies the link between employees satisfaction, customer satisfaction, and Company profitability.
Service profit chain.
An individual’s emotional attachment to, involvement in, and identification with an organization. This is what commitment?
Affective organizational commitment.
The cluster of beliefs, assessed feelings, and behavioral intentions towards a person, object, or event. This is known as?
Attitudes.
An individual’s calculative attachment to an organization. What type of commitment is this?
Continuance commitment.
“____” is the effort, planning, and control needed to express ORGANIZATIONALLY DESIRED EMOTIONS during interpersonal transactions.
Emotional labor.
The psychological, behavioral, and psychological episodes experienced toward an object, person, or event that create a state of readiness. This is known as?
Emotions.
The four ways, as directed in the name, that employees respond to job dissatisfaction. What model is this?
Exit, voice, loyalty, neglect model. EVLN
“____” is a model of the stress experience, consisting of three stages: alarm reaction, resistance, and exhaustion.
General Adaptation syndrome.
“____” is a person’s evaluation of their job and work context.
Job satisfaction
“____” 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.
Norm of reciprocity.
Environmental conditions that place a physical or emotional Demand on the person this is called?
Stressors.
“____” is an adaptive response to a situation that is perceived as challenging or threatening to the person’s well-being.
Stress.
Positive expectations one person has toward another person or group in situations involving risk this is called?
Trust.
“____” are the elements that represent your conscious positive or negative evaluations of the attitude object.
Feelings.
“____” represents your motivation to engage in a particular behavior regarding the attitude object.
Behavioral intentions.
What are the three elements of the cognitive model of attitudes?
Beliefs, feelings, and intentions.
Consciously pretending to display the expected emotions is known as?
Surface acting
Consciously altering our perceptions or situation to naturally generate the desired emotions and the behaviors that display those emotions this is called?
Regulating emotions.
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.
Emotional intelligence
“____” includes leaving the organization, transferring to another work unit, or at least trying to get away from the dissatisfying situation.
Exit.
“____” is any attempt to change, rather than escape from the dissatisfying situation.
Voice.
“____” predicts whether people choose exit or voice.
Loyalty.
“____” includes reducing work effort, paying less attention to quality, and increasing absenteeism and lateness.
Neglect
“____” occurs when people experience emotional exhaustion, cynicism, and reduced feelings of personal accomplishment.
Job burnout
“____” is characterized by tiredness, a loss of energy, and a feeling that one’s emotional resources are depleted.
Emotional exhaustion.
“____” 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.
Cynicism.
“____” entails feelings of diminished confidence in one’s ability to perform the job well.
Reduced personal accomplishment.
Organizational constraints, interpersonal conflict, work overload, and low task management control. These are the four most common work-related “____”
Stressors.
“____” is an individual’s calculative attachment to an organization
Continuance commitment.
