Chapter 4 - Workplace Emotions, Attitudes, and Stress Flashcards
1
Q
What 2 things are our perceptions, attitudes, decisions, and behaviors influenced by?
A
Emotions and cognitions
2
Q
What is cognition?
A
Logical thinking
3
Q
What are physiological, behavioral, and psychological episodes experienced toward an object, person, or event that create a state of readiness?
A
Emotions
4
Q
What are less intense emotional states that are not directed toward anything in particular?
A
Moods
5
Q
True or False:
Emotions occur without awareness
A
True
6
Q
What are the 2 common features of emotions?
A
- Emotions generate a global evaluation that a thing is to be approached or to be avoided
- Emotions vary in the level of activation
7
Q
When do emotions tend to have more influence on attitudes?
A
When the attitude is being formed
8
Q
True or False:
Negative emotions generate stronger levels of activation than positive emotions
A
True
9
Q
Does the emotional process or the cognitive process work faster?
A
The emotional process
10
Q
Is the emotional process or the cognitive process more automatic?
A
The emotional process
11
Q
What is the primary source of individual motivation?
A
Our emotions
12
Q
Fill in the Blank:
Emotions put us in a state of ________
A
A state of readiness
13
Q
What represents the cluster of beliefs, assessed feelings, and behavior intentions toward a person, object, or event?
A
Attitudes
14
Q
What are the 3 differences between attitudes and emotions?
A
- Attitudes are judgements whereas emotions are experiences
- We are aware of our attitudes whereas we aren’t aware of our emotions
- Our attitudes last over time whereas our emotions are brief
15
Q
What are our established perceptions about the attitude object?
A
Beliefs
16
Q
What represents our conscious positive or negative evaluations of the attitude object?
A
Our feelings
17
Q
What represents our motivation to engage in particular behaviors regarding attitude objects?
A
Behavior intentions
18
Q
What are the 3 components of attitude?
A
- Beliefs
- Feelings
- Behavior Intentions
19
Q
What is the cognitive process also known as?
A
The attitude process
20
Q
What are the 2 components of attitude that emotional episodes can influence?
A
Beliefs and feelings
21
Q
When is the influence of both cognitive reasoning and emotions most apparent?
A
When they disagree with each other
22
Q
What is cognitive reasoning?
A
Logical reasoning
23
Q
What 2 things directly influence a person’s behavior?
A
- Emotional episodes
2. Behavioral intentions
24
Q
Are behaviors influenced by emotional episodes well thought out?
A
No
25
What exists when we perceive a discrepancy between our beliefs, feelings, and behavior?
Cognitive Dissonance
26
True or False:
Cognitive and emotional processes always agree with each other
False
27
How do people reduce cognitive dissonance?
Changing their beliefs and feelings
28
True or False:
Our behavior sometimes influences our emotions and attitudes
True
29
What do people with more positive emotions typically have?
Higher emotional stability
30
What do people with more negative emotions typically have?
Higher neuroticism
31
Are people with more positive emotions introverted or extraverted?
Extraverted
32
Are people with more negative emotions introverted or extraverted?
Introverted
33
What are emotions closely linked to?
Innate drives and learned needs
34
What does intense negative emotions increase?
Our reliance on stereotypes and other cognitive shortcuts
35
What does our mood influence?
Our judgement
36
What does emotional contagion influence?
Others’ perceptions and behaviors
37
What influences others’ perceptions and behaviors?
Emotional contagion
38
What has the potential to directly affect our behavior?
Our emotions
39
What is the effort, planning and control needed to express organizationally desired emotions during interpersonal transactions?
Emotional labor
40
What are norms or explicit rules requiring us within our roles to display specific emotions to hide other emotions?
Display rules
41
The demand for emotional labor is higher when jobs require what 3 things?
1. Frequent and long duration display of emotions
2. Displaying a variety of emotions
3. Displaying more intense emotions
42
What occurs when a person’s felt emotions are different from their displayed emotions?
Emotional dissonance
43
What are 2 strategies the people use to manage their emotional dissonance?
1. Surface acting
| 2. Deep acting
44
What is surface acting?
Pretending that you feel an expected emotion even though you feel a different emotion
45
What are 2 problems with surface acting?
1. It can lead to higher stress and burnout
| 2. It's challenging to pretend to feel a certain emotion
46
What is deep acting?
Visualizing reality differently in order to feel the expected emotions
47
What is the most studied attitude in organizational behavior?
Job satisfaction
48
What is a person's evaluation of their job and work context?
Job satisfaction
49
# Fill in the Blank:
Job satisfaction is an ________ of the perceived job characteristics, work environment, and emotional experiences at work
Appraisal
50
What is viewed as a collection of attitudes about different aspects of the job?
Job satisfaction
51
Which model identifies 4 ways that employees respond to job dissatisfaction?
The EVLN model
52
Which response to job dissatisfaction includes leaving the organization, quitting, or transferring to another unit?
Exit
53
Which response to job dissatisfaction includes any attempt to change the dissatisfying situation?
Voice
54
Which response to job dissatisfaction includes patiently waiting for the problems at work to improve?
Loyalty
55
Which response to job dissatisfaction includes reducing work effort, paying less attention to quality, and increasing absenteeism and lateness?
Neglect
56
How employees respond to job dissatisfaction depends on what 2 things?
The person and the situation
57
# Fill in the Blank:
There is a ______________ relationship between job satisfaction and performance
Moderately positive
58
What are 3 reasons why job performance is associated with performance relationship only to some extent?
1. General attitude is a poor predictor of specific behaviors
2. Some workers have little control over their work
3. Job performance causes job satisfaction
59
# Fill in the Blank:
Job performance promotes job satisfaction when people are ________ for performance
Rewarded
60
What is an ethical issue that influences the organization's reputation in the community?
Job satisfaction
61
What is the employees emotional attachment to, identification with, and involvement in an organization?
Affective organizational commitment
62
What are 2 benefits of affective organizational commitment?
1. It promotes higher work motivation, organizational citizenship behavior, and performance
2. It improves customer satisfaction
63
What is the employees calculated attachment to the organization?
Continuance organizational commitment
64
What are the 2 conditions of continuance organizational commitment?
1. An employee has no alternative employment opportunities
| 2. An employee would have a significant financial sacrifice if they left the company
65
True or False:
Continuance organizational commitment is the belief that staying with the organization serves your personal interests
True
66
What is a benefit of continuance organizational commitment?
It reduces turnover intentions
67
What is the disadvantage of affective organizational commitment?
It promotes higher compliance with organizational norms
68
What does higher conformity result in?
A decrease in creativity
69
What is disadvantage of high levels of continuance organizational commitment?
It tends to reduce performance and organizational citizenship behaviors
70
What are 5 ways to build affective organizational commitment?
1. Justice and support
2. Shared values
3. Trust
4. Organizational comprehension
5. Employee involvement
71
# Fill in the Blank:
Affective organizational commitment is higher in organizations that fulfil their ________ and abide by _____________
1. Obligations
| 2. Humanitarian values
72
What refers to positive expectations one person has towards another in situations involving risk?
Trust
73
What is one of the greatest blows to affective organizational commitment?
Layoffs
74
What refers to how well employees understand the organization?
Organizational comprehension
75
What strengthens the employee's psychological ownership and social identity with the organization?
Employee involvement
76
What are 4 ways to deal with negative emotions?
1. Give time and space
2. Don’t escalate emotional episodes
3. Act in a calm, non-threatening manner
4. Use empathy to understand the emotion and its cause and to reflect understanding
77
What is an adaptive response to a situation that is perceived as challenging or threatening to the person's well-being?
Stress
78
What are we experiencing when our heartbeat increases, muscles tighten, breathing speeds up, and perspiration increases?
Stress
79
# Fill in the Blanks:
Distress is ________ while eustress is ________
1. Negative
| 2. Positive
80
What is the degree of physiological, psychological, and behavior deviation from healthy functioning?
Distress
81
What activates and motivates people to achieve goals, change their environments, and succeed in life's challenges?
Eustress
82
What cause stress?
Stressors
83
What are 3 common stressors in the workplace?
1. Harassment and incivility
2. Work overload
3. Low task control
84
What occurs when people experience emotional exhaustion, cynicism, and reduced feelings of emotional accomplishment?
Job burnout
85
What includes any environmental condition that place a physical or emotional demand on a person?
Stressors
86
What is one of the fastest-growing sources of workplace stress?
Physiological harassment
87
What includes repeated hostile or unwanted conduct, verbal comments, actions, and gestures that undermine an employee's dignity or psychological or physical integrity?
Physiological harassment
88
What is the most important reason why people experience different levels of stress?
Personality
89
# Fill in the Blank:
Individuals with low neuroticism usually experience _____ stress levels
Lower
90
List the 5 stress management strategies
1. Remove the stressor
2. Withdraw from the stressor
3. Change stress perceptions
4. Control stress consequences
5. Receive social support
91
True or False:
Employers and employees only need to apply one of the stress management strategies
False
92
List 3 ways to remove the stressor
1. Matching employees skills with jobs
2. Addressing complaints and improving work conditions
3. Providing a better work-life balance
93
What is the most frequent way that employees remove stress?
Temporarily withdrawing from the stressor
94
List 3 ways that people withdraw from stressors
Vacation, rest breaks, and paid leave
95
What occurs when employees are transferred to jobs that better fits their abilities and values?
Permanent withdraw
96
List 6 ways to change stress perceptions
1. Promote positive self-evaluation
2. Break work into more manageable pieces
3. Create goals and roadmaps
4. Build small wins to increase motivation
5. Use humor
6. Promote optimism
97
List 3 ways to control stress consequences
Maintaining a healthy lifestyle, fitness, and wellness
98
List 3 ways that you can receive social support
Empathy, treatment with dignity and respect, sharing coping strategies
99
What occurs when coworkers, supervisors, family members, friends, and others provide emotional and/or informational support to buffer and individual's stress experience?
Social support
100
What are the 2 types of organizational commitment?
1. Continuance commitment
| 2. Affective commitment
101
True or False:
Affective commitment to the organization is better achieved by having a supportive, just, and trusting workplace than by paying employees above-market wages and salaries.
True
102
True or False:
In regard to affective commitment, employee involvement is described as the practice of providing a sufficient number and variety of tasks for employees to perform.
False
103
True or False:
According to our text and class discussion, improving job satisfaction is a relatively quick and effective way to make large improvements in job performance.
False
104
True or False:
A person's emotional state tends to have more influence on their attitude toward something when the attitude is just being formed than when the attitude is well-developed.
True
105
Which of the following models has the main purpose of helping us understand employee responses to job dis-satisfaction.
A. Social Identity Theory
B. Organizational commitment
C. The EVLN model
D. Emotional labor
C. The EVLN model
106
This occurs when we feel conflict between the required emotions and our true emotions in a situation.
A. Self-awareness
B. Cognitive dissonance
C. Emotional self-control
D. Emotional dissonance
D. Emotional dissonance
