Chapter 4 - Workplace Emotions, Attitudes, and Stress Flashcards
What 2 things are our perceptions, attitudes, decisions, and behaviors influenced by?
Emotions and cognitions
What is cognition?
Logical thinking
What are physiological, behavioral, and psychological episodes experienced toward an object, person, or event that create a state of readiness?
Emotions
What are less intense emotional states that are not directed toward anything in particular?
Moods
True or False:
Emotions occur without awareness
True
What are the 2 common features of emotions?
- Emotions generate a global evaluation that a thing is to be approached or to be avoided
- Emotions vary in the level of activation
When do emotions tend to have more influence on attitudes?
When the attitude is being formed
True or False:
Negative emotions generate stronger levels of activation than positive emotions
True
Does the emotional process or the cognitive process work faster?
The emotional process
Is the emotional process or the cognitive process more automatic?
The emotional process
What is the primary source of individual motivation?
Our emotions
Fill in the Blank:
Emotions put us in a state of ________
A state of readiness
What represents the cluster of beliefs, assessed feelings, and behavior intentions toward a person, object, or event?
Attitudes
What are the 3 differences between attitudes and emotions?
- 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
What are our established perceptions about the attitude object?
Beliefs
What represents our conscious positive or negative evaluations of the attitude object?
Our feelings
What represents our motivation to engage in particular behaviors regarding attitude objects?
Behavior intentions
What are the 3 components of attitude?
- Beliefs
- Feelings
- Behavior Intentions
What is the cognitive process also known as?
The attitude process
What are the 2 components of attitude that emotional episodes can influence?
Beliefs and feelings
When is the influence of both cognitive reasoning and emotions most apparent?
When they disagree with each other
What is cognitive reasoning?
Logical reasoning
What 2 things directly influence a person’s behavior?
- Emotional episodes
2. Behavioral intentions
Are behaviors influenced by emotional episodes well thought out?
No
What exists when we perceive a discrepancy between our beliefs, feelings, and behavior?
Cognitive Dissonance
True or False:
Cognitive and emotional processes always agree with each other
False
How do people reduce cognitive dissonance?
Changing their beliefs and feelings
True or False:
Our behavior sometimes influences our emotions and attitudes
True
What do people with more positive emotions typically have?
Higher emotional stability
What do people with more negative emotions typically have?
Higher neuroticism
Are people with more positive emotions introverted or extraverted?
Extraverted
Are people with more negative emotions introverted or extraverted?
Introverted
What are emotions closely linked to?
Innate drives and learned needs
What does intense negative emotions increase?
Our reliance on stereotypes and other cognitive shortcuts
What does our mood influence?
Our judgement
What does emotional contagion influence?
Others’ perceptions and behaviors
What influences others’ perceptions and behaviors?
Emotional contagion
What has the potential to directly affect our behavior?
Our emotions
What is the effort, planning and control needed to express organizationally desired emotions during interpersonal transactions?
Emotional labor
What are norms or explicit rules requiring us within our roles to display specific emotions to hide other emotions?
Display rules
The demand for emotional labor is higher when jobs require what 3 things?
- Frequent and long duration display of emotions
- Displaying a variety of emotions
- Displaying more intense emotions
What occurs when a person’s felt emotions are different from their displayed emotions?
Emotional dissonance
What are 2 strategies the people use to manage their emotional dissonance?
- Surface acting
2. Deep acting
What is surface acting?
Pretending that you feel an expected emotion even though you feel a different emotion
What are 2 problems with surface acting?
- It can lead to higher stress and burnout
2. It’s challenging to pretend to feel a certain emotion
What is deep acting?
Visualizing reality differently in order to feel the expected emotions
What is the most studied attitude in organizational behavior?
Job satisfaction
What is a person’s evaluation of their job and work context?
Job satisfaction
Fill in the Blank:
Job satisfaction is an ________ of the perceived job characteristics, work environment, and emotional experiences at work
Appraisal
What is viewed as a collection of attitudes about different aspects of the job?
Job satisfaction
Which model identifies 4 ways that employees respond to job dissatisfaction?
The EVLN model
Which response to job dissatisfaction includes leaving the organization, quitting, or transferring to another unit?
Exit
Which response to job dissatisfaction includes any attempt to change the dissatisfying situation?
Voice
Which response to job dissatisfaction includes patiently waiting for the problems at work to improve?
Loyalty
Which response to job dissatisfaction includes reducing work effort, paying less attention to quality, and increasing absenteeism and lateness?
Neglect
How employees respond to job dissatisfaction depends on what 2 things?
The person and the situation
Fill in the Blank:
There is a ______________ relationship between job satisfaction and performance
Moderately positive
What are 3 reasons why job performance is associated with performance relationship only to some extent?
- General attitude is a poor predictor of specific behaviors
- Some workers have little control over their work
- Job performance causes job satisfaction
Fill in the Blank:
Job performance promotes job satisfaction when people are ________ for performance
Rewarded
What is an ethical issue that influences the organization’s reputation in the community?
Job satisfaction
What is the employees emotional attachment to, identification with, and involvement in an organization?
Affective organizational commitment
What are 2 benefits of affective organizational commitment?
- It promotes higher work motivation, organizational citizenship behavior, and performance
- It improves customer satisfaction
What is the employees calculated attachment to the organization?
Continuance organizational commitment
What are the 2 conditions of continuance organizational commitment?
- An employee has no alternative employment opportunities
2. An employee would have a significant financial sacrifice if they left the company
True or False:
Continuance organizational commitment is the belief that staying with the organization serves your personal interests
True
What is a benefit of continuance organizational commitment?
It reduces turnover intentions
What is the disadvantage of affective organizational commitment?
It promotes higher compliance with organizational norms
What does higher conformity result in?
A decrease in creativity
What is disadvantage of high levels of continuance organizational commitment?
It tends to reduce performance and organizational citizenship behaviors
What are 5 ways to build affective organizational commitment?
- Justice and support
- Shared values
- Trust
- Organizational comprehension
- Employee involvement
Fill in the Blank:
Affective organizational commitment is higher in organizations that fulfil their ________ and abide by _____________
- Obligations
2. Humanitarian values
What refers to positive expectations one person has towards another in situations involving risk?
Trust
What is one of the greatest blows to affective organizational commitment?
Layoffs
What refers to how well employees understand the organization?
Organizational comprehension
What strengthens the employee’s psychological ownership and social identity with the organization?
Employee involvement
What are 4 ways to deal with negative emotions?
- Give time and space
- Don’t escalate emotional episodes
- Act in a calm, non-threatening manner
- Use empathy to understand the emotion and its cause and to reflect understanding
What is an adaptive response to a situation that is perceived as challenging or threatening to the person’s well-being?
Stress
What are we experiencing when our heartbeat increases, muscles tighten, breathing speeds up, and perspiration increases?
Stress
Fill in the Blanks:
Distress is ________ while eustress is ________
- Negative
2. Positive
What is the degree of physiological, psychological, and behavior deviation from healthy functioning?
Distress
What activates and motivates people to achieve goals, change their environments, and succeed in life’s challenges?
Eustress
What cause stress?
Stressors
What are 3 common stressors in the workplace?
- Harassment and incivility
- Work overload
- Low task control
What occurs when people experience emotional exhaustion, cynicism, and reduced feelings of emotional accomplishment?
Job burnout
What includes any environmental condition that place a physical or emotional demand on a person?
Stressors
What is one of the fastest-growing sources of workplace stress?
Physiological harassment
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
What is the most important reason why people experience different levels of stress?
Personality
Fill in the Blank:
Individuals with low neuroticism usually experience _____ stress levels
Lower
List the 5 stress management strategies
- Remove the stressor
- Withdraw from the stressor
- Change stress perceptions
- Control stress consequences
- Receive social support
True or False:
Employers and employees only need to apply one of the stress management strategies
False
List 3 ways to remove the stressor
- Matching employees skills with jobs
- Addressing complaints and improving work conditions
- Providing a better work-life balance
What is the most frequent way that employees remove stress?
Temporarily withdrawing from the stressor
List 3 ways that people withdraw from stressors
Vacation, rest breaks, and paid leave
What occurs when employees are transferred to jobs that better fits their abilities and values?
Permanent withdraw
List 6 ways to change stress perceptions
- Promote positive self-evaluation
- Break work into more manageable pieces
- Create goals and roadmaps
- Build small wins to increase motivation
- Use humor
- Promote optimism
List 3 ways to control stress consequences
Maintaining a healthy lifestyle, fitness, and wellness
List 3 ways that you can receive social support
Empathy, treatment with dignity and respect, sharing coping strategies
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
What are the 2 types of organizational commitment?
- Continuance commitment
2. Affective commitment
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
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
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
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
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
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
