Chapter 4 - Workplace emotions, attitudes, and stress

Question 1

Emotions

Answer 1

physiological, behavioral, and psychological episodes experienced towards an object, person or event that create a state of readiness

Question 2

Attitudes

Answer 2

Represent a cluster of beliefs, feelings and behavioral intentions towards a person, object or even

Question 3

Beliefs

Answer 3

person’s established perceptions about the attitude object

Question 4

Feelings

Answer 4

positive or negative evaluations of the attitude object

Question 5

Behavioral intentions

Answer 5

represent a motivation to engage in a particular behavior towards the target

Question 6

Attitudes traditionally thought of as purely rational process in which beliefs predict feelings, which predict behavioral intentions, which predict behaviour

Answer 6

Now know that emotions have an influence on behavior that is equal to or greater than that of cognition. This is apparent when we experience an internal conflict between what logically seems good or bad and what we emotionally feel is good or bad in a situation

Question 7

Emotional labour

Answer 7

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

Question 8

Emotional labour more common in jobs where:

Answer 8

a variety of emotions is required and the interaction with clients is frequent and has a long duration

e.g flight attendant

Question 9

Emotional dissonance

Answer 9

occurs when required and true emotions are incompatible with each other

Question 10

Deep acting

Answer 10

Can minimize emotional dissonance, as can the practice of hiring people with a natural tendency to display desired emotions

Question 11

Emotional intelligence

Answer 11

ability to perceive and express emotion, assimilate emotion in thought, understand and reason with emotion and regulation emotion in oneself and others

Question 12

Four components of emotional intelligence

Answer 12

self awareness, self-management, social awareness, and relationship management

Question 13

Job satisfaction

Answer 13

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

Question 14

Four types of job dissatisfaction consequences

Answer 14

E 1) quitting or otherwise getting away from the dissatisfying situation (exit)
V 2) attempting to change the dissatisfying situation (voice)
L 3) patiently waiting for the problem to sort itself out (loyalty)
N 4) reducing work effort and performance (neglect)

Question 15

Affective organizational commitment

Answer 15

employee’s emotion attachment to, identification with and involvement in a particular organization

Question 16

Continuance commitment

Answer 16

calculative bond with the organization

Question 17

Companies build loyalty through

Answer 17

justice and support, shared values, trust, organization comprehension, and employee involvement

Question 18

Stress

Answer 18

adaptive response to a situation that is perceived as challenging or threatening to a person’s wellbeing

Question 19

Stress experience (general adaptation syndrome)

Answer 19

involves moving through 3 stages, alarm, resistance and exhaustion

Question 20

Stressors

Answer 20

causes of stress and include any environmental conditions that place a physical or emotional demand on a person

Question 21

Three important stressors

Answer 21

harassment and incivility, work overload and low task control

Question 22

Five ways to manage work place stress

Answer 22

Removing the stressor
Withdrawing from the stressor
Changing stress perceptions
Controlling stress consequences
Receiving social support

Question 23

Consequences of stress

Answer 23

In terms of physiological and psychological stress causes headaches, madness and depression. The behavioral consequences are impacted work performance and poor decisions.

Question 24

Work overload stressor

Answer 24

Working more hours than one can cope with