Chapter 4: Workplace Emotions, Attitudes, and Stress

Question 1

Emotions

Answer 1

Fleeting, transitory, doesn’t go well to others; Physiological, behavioral, and psychological episodes experienced toward and object, person, or event that create a state of readiness; differs from moods which are not directed toward anything

Question 2

Circumplex model of emotions

Answer 2

Model of differences between High-activation neg and positive emotions, and low-activation neg and pos emotions

Question 3

Attitudes

Answer 3

Cluster of beliefs, assessed feelings, and behavioral intentions toward a person, object, or event

Question 4

Model of Emotions, Attitudes, and behavior

Answer 4

Perceived environment goes to Beliefs (established perceptions of attitude object, we’ve had ice cream before), Feelings (pos or neg evaluation of the attitude object, liked the ice cream), and Behavioral Intentions (intentions motivating your engagement regarding your attitude toward the attitude object, gonna buy more ice cream)

Question 5

Cognitive dissonance

Answer 5

Emotional experience caused by a perception that our beliefs, feelings, and behavior are incongruent

Question 6

Emotional labor

Answer 6

Effort, planning, and control needed to express organizationally desired emotions during interpersonal transactions; higher when job requires longer duration displays (actors), varieties, and more intense (call center)

Question 7

Emotional dissonance

Answer 7

Psychological tension experienced when the emotions people are required to display are quite different from the emotions they actually experience at that moment (surface acting rather than deep acting)

Question 8

Emotional intelligence

Answer 8

A set of abilities to perceive and express emotion, assimilate emotion in thought, understand and reason with emotion, and regulate emotion in oneself and others

Question 9

Four dimensions of emotional intellegence

Answer 9

Awareness of Own Emotions (angry toddler) - Management of own emotions (coworker eats your lunch but you manage your anger) - Awareness of other’s emotions (empathy, “I think I know what’s bothering you”) - Management of others’ emotions (CEO calming down subordinate from punching Joe example)

Question 10

Job satisfaction

Answer 10

A person’s evaluation of his or her job and work context; appraisal of perceived job characteristics, work environment, and emotional experiences; informed by career progress, job content, supervisor, coworkers, working conditions, pay and benefits

Question 11

EVLN Model

Answer 11

Four ways that employees respond to job dissatisfaction: Exit (leave the org, transferring, or trying to get away from situation; Jen Aniston flipping off), Voice (attempt to change the dissatisfying situation, Milton expressing anger over stapler), Loyalty (suffer in silence), Neglect (reducing work effort, paying less attention, absenteeism, etc)

Question 12

Service profit chain model

Answer 12

Theory explaining how employees’ job satisfaction influences company profitability indirectly through service quality, customer loyalty, and related factors

Question 13

Affective organizational commitment

Answer 13

Individual’s emotional attachment to, involvement in, and identification with an organization, “I love my company!”

Question 14

Continuance commitment

Answer 14

Individual’s calculative attachment to an organization; too costly to leave

Question 15

Trust

Answer 15

Positive expectations one person has toward another person in situations involving risk

Question 16

Stress

Answer 16

An adaptive response to a situation that is perceived as challenging or threatening to the person’s well-being

Question 17

General Adaptation Syndrome

Answer 17

A model of the stress experience, consisting of three stages: alarm reaction (Boss screaming at you, WTF??), resistance (Alright I got this, I can handle this), and exhaustion (Burnout, I can’t handle this anymore)

Question 18

Job Burnout

Answer 18

A stress consequence characterized by emotional exhaustion, cynicism, and reduced self-efficacy; Get professional counceling, and take some time off

Question 19

Stressors

Answer 19

Environmental conditions that place a physical or emotional demand on the person

Question 20

Psychological harrassment

Answer 20

Repeated and hostile or unwanted conduct, verbal comments, actions, or gestures that affect an employee’s dignity or psychological or physical integrity and that result in a harmful work environment for the employee

Question 21

Workaholic

Answer 21

A person who is highly involved in work, feels compelled to work, and has a low enjoyment of work

Question 22

Mood

Answer 22

Lasts longer than emotions, and transitions along more time (waking up in bad mood)

Question 23

Affect

Answer 23

Dispositional tendency toward most situations and times, like a personality, “Debbie Downer” example

Question 24

Emotional Contagion

Answer 24

Affective response to speaker, having a happy or sad face to someone telling you a story

Question 25

Normative commitment

Answer 25

Obligation to remain wth organization; right thing to do; “When we start something we finish it”

Question 26

Sexual Harrasment

Answer 26

Severe or pervasive, Quid pro quo or hostile work environment, CRA of 64, then CRA of 91 (awarded compensatory and punitive damages, allowed trial by jury)

Question 27

Maritor v Vincent

Answer 27

Consensual relationship ended, denied promotion thought because of breaking up, you much be aware of what workers are doing, Michael The Office example

Question 28

Individual Differences in Stress

Answer 28

Different thresholds, coping, and personality differences (knowledge and skill, natural optimism, resiliency, and type A behavior)