U7

Question 1

emotional labour

Answer 1

refers to the regulation, feelings, and expressions to fulfill the emotional requirements of the job

Question 2

surface acting

Answer 2

faking required emotions

Question 3

deep acting

Answer 3

putting in effort into actually feeling and expressing required emotions

Question 4

genuine acting

Answer 4

a genuine expression of natural emotions that align w required

Question 5

what is emotional intelligence

Answer 5

an individual ability to detect and to manage emotions of self and other

Question 6

what does emotional intelligence include

Answer 6

• relationship management
• social awareness
• self management
• self awareness

Question 7

stressors

Answer 7

environmental events or conditions that have the potential to induce stress

Question 8

hindrance stressors

Answer 8

obstacles to successful performance that cannot be overcome by increased effort
- inhibit progress
- ex) role stressors

Question 9

challenge stressors

Answer 9

work demands that can be reduced through motivated action by employee
- ex) heavy workload

Question 10

role stressors

Answer 10

role ambiguity
role conflict
role overload

Question 11

role ambiguity

Answer 11

lack of clarity about their job responsibilities

Question 12

role conflict

Answer 12

conflicting demands

Question 13

role overload

Answer 13

insufficient time and resources to complete ones job

Question 14

workplace stressors

Answer 14

• time pressure
• job complexity

Question 15

distress

Answer 15

• bad/negative stress
• too much stress and nothing is done to reduce or eliminate its effects
• decreases motivation and performance
  (hindrance stressors)

Question 16

eustress

Answer 16

• good/positive stress
• stress results in feelings of challenge to achievement
• increase motivation and performance
  ex) challenge stressors

Question 17

physiological reactions to strain

Answer 17

• illness
• headache
• joint pain
• cardiovascular problems

Question 18

psychological reactions to strain

Answer 18

• depression
• anxiety
• anger
• sleep problems

Question 19

behavioural reactions to strain

Answer 19

• burnout
• absenteeism
• turnover
• addictive substances
• decreased performance

Question 20

_________ can affect both extent to which potential stressors are perceived as stressful and types of stress reaction occurs

Answer 20

personality

Question 21

how does the job demands resource model expand on the demand control model

Answer 21

• a variety of demands other then work load
• job control can be used to meet demands
• focuses on negative and positive indicators of employee well-being

Question 22

individual strategies for managing stress

Answer 22

• problem-focused coping
• emotion-focused coping
• avoidance coping

Question 23

organizational strategies for managing stress

Answer 23

• make expectations clear
• create fair work environments
• telecommuting

Question 24

stress

Answer 24

body reaction to change that requires physical, mental, or emotional responses

Question 25

amygdala stimulates ______ response

Answer 25

fear

Question 26

3 stages of stress

Answer 26

alarm, resistance, exhaustion

Question 27

AET

Answer 27

specific events on the job cause different people to feel different emotions and in turn benefit or impede work

Question 28

affect driven behaviour

Answer 28

doing something you weren’t planning on

Question 29

cognitive dissonance

Answer 29

refers to mismatch amount emotions, attitudes, and behaviour