Chpt 7

Question 1

Groupon recognizes that talking to customers, building relationships, and maintaining those relationships are challenging and stressful but keys to the success of the business. Groupon employs a 300 person customer service dept. in Chi and 700 additional customer service employees across the world. This is a big commitment and sends the clear message groupon is managing customer service stress through:

Answer 1

Personal relationships

Question 2

A personality that tends to be resistant to distress is:

Answer 2

Hardy

Question 3

JM Family Enterprises Inc. reflects an organization’s efforts to actively prevent distress and enhances positive well being according to Real World Feature 7.2. JM Family has emphasized which of the following?

Answer 3

The secondary prevention of physical exercise

Question 4

The most notable self-imposed personal demand is probably:

Answer 4

Workaholism

Question 5

The stress handling strategy that is considered an alternative to transformational coping and may lead to short-term stress reduction at the cost of long-term healthy life adjustment is:

Answer 5

Regressive Coping

Question 6

Work demands can be major source of work stress. Researchers have categorized work stressors as “challenge” stressors or “hindrance” stressors. All of the following are “challenge” stressors, except:

Answer 6

Amount of red tape required to get through to accomplish the job

Question 7

Individual possessing a type A personality:

Answer 7

May become aggressive, even somewhat hostile when faced with conflict and other work-related difficulties

Question 8

A manager who presses employees for both very fast work and high-quality work would likely cause:

Answer 8

Intrarole conflict

Question 9

Benefits of eustress include all of the following EXCEPT:

Answer 9

Overstimulation

Question 10

Two of the lost stressful demands people face at work are:

Answer 10

Change and lack of control