Chapter 4 - Workplace Emotions, Attitudes, and Stress

Question 1

What are the two features of emotions?

Answer 1

1. They place us in a state of readiness and provide us with motivation to act in whatever situation
2. They gauge information based on how “good” or “bad” it is based on a person’s values

Question 2

What are attitudes?

Answer 2

Cluster of beliefs, assessed feelings, and behavioural intentions towards a person, object, or event (called an attitude object)

Question 3

What 3 factors affect Attitude

Answer 3

• Beliefs
• Feelings
• Behavioural Intentions

Question 4

What is cognitive dissonance?

Answer 4

A emotional experience caused by a perception that our beliefs, feelings, and behaviour are incongruent with one another

Question 5

How do people usually decrease their cognitive dissonance?

Answer 5

Since behaviour are hard to change most people change their beliefs and feelings to resolve any issues related to cognitive dissonance

Question 6

What is Emotional Labour?

Answer 6

The effort, planning and control needed to express organizationally desired emotions during interpersonal transactions

Question 7

When are Emotional Labour demands higher?

Answer 7

In an occupation requiring a variety of emotions

Question 8

What are the five strategies mentioned in the textbook for regulating emotions?

Answer 8

• Change the situation
• Modify the situation
• Suppress or amplify emotions
• Shift attention
• Reframe the situation

Question 9

What are the four dimensions of emotional intelligence?

Answer 9

• Awareness of our own emotions
• Management of our own emotions
• Awareness of others’ emotions
• Management of others’ emotions

Question 10

What is the EVLN model?

Answer 10

The exit-voice-loyalty-neglect model represents the 4 ways as indicated in the name, that employees respond to job dissatisfaction

Exit - Leave the organization or subsection
Voice - try to change the situation
Loyalty - high loyalty leads to voice, low loyalty leads to exit
Neglect - reducing work effort and motivation (absenteeism)

Question 11

What is the service profit chain model?

Answer 11

A theory explaining how employees’ job satisfaction influences company profitability in providing quality service

Question 12

What is affective organizational commitment?

Answer 12

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

Question 13

What is the norm of reciprocity?

Answer 13

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

Question 14

What are some variables when it comes to building affective organizational commitment?

Answer 14

• Justice and support
• Shared values
• Trust
• Organizational comprehension (how well to employees understand the organization)
• Employee involvement (psychological ownership and social identity of the employee within the company)

Question 15

What is the general adaptation syndrome and what three steps is it made up of?

Answer 15

1. Reaction (ability to cope comes in high and dips for a period of time
2. Resistance (ability to cope rises to the highest point and stays there until it starts to taper off into stage 3)
3. Exhaustion (ability to cope falls from stage 2 further until it becomes lower than what is possible in a normal state

Question 16

What are some examples of stressors given in the textbook?

Answer 16

• Organizational Constraints
• Interpersonal Conflict
• Work Overload
• Low Task Control

Question 17

Do extraverts tend to experience lower stress when faced with stressors?

Answer 17

Yes

Question 18

What are some tactics when it comes to managing workplace stress?

Answer 18

• Remove the Stressors
• Withdraw from the Stressor
• Change Stress Perceptions (how much do you let x get to you mentally)
• Control Stress Consequences (other factors such as physical and mental health well being that affects your ability to effectively deal with stressors)
• Receive Social Support