U7 Flashcards

(29 cards)

1
Q

emotional labour

A

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

How well did you know this?
1
Not at all
2
3
4
5
Perfectly
2
Q

surface acting

A

faking required emotions

How well did you know this?
1
Not at all
2
3
4
5
Perfectly
3
Q

deep acting

A

putting in effort into actually feeling and expressing required emotions

How well did you know this?
1
Not at all
2
3
4
5
Perfectly
4
Q

genuine acting

A

a genuine expression of natural emotions that align w required

How well did you know this?
1
Not at all
2
3
4
5
Perfectly
5
Q

what is emotional intelligence

A

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

How well did you know this?
1
Not at all
2
3
4
5
Perfectly
6
Q

what does emotional intelligence include

A
  • relationship management
  • social awareness
  • self management
  • self awareness
How well did you know this?
1
Not at all
2
3
4
5
Perfectly
7
Q

stressors

A

environmental events or conditions that have the potential to induce stress

How well did you know this?
1
Not at all
2
3
4
5
Perfectly
8
Q

hindrance stressors

A

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

How well did you know this?
1
Not at all
2
3
4
5
Perfectly
9
Q

challenge stressors

A

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

How well did you know this?
1
Not at all
2
3
4
5
Perfectly
10
Q

role stressors

A

role ambiguity
role conflict
role overload

How well did you know this?
1
Not at all
2
3
4
5
Perfectly
11
Q

role ambiguity

A

lack of clarity about their job responsibilities

How well did you know this?
1
Not at all
2
3
4
5
Perfectly
12
Q

role conflict

A

conflicting demands

How well did you know this?
1
Not at all
2
3
4
5
Perfectly
13
Q

role overload

A

insufficient time and resources to complete ones job

How well did you know this?
1
Not at all
2
3
4
5
Perfectly
14
Q

workplace stressors

A
  • time pressure
  • job complexity
How well did you know this?
1
Not at all
2
3
4
5
Perfectly
15
Q

distress

A
  • bad/negative stress
  • too much stress and nothing is done to reduce or eliminate its effects
  • decreases motivation and performance
    (hindrance stressors)
How well did you know this?
1
Not at all
2
3
4
5
Perfectly
16
Q

eustress

A
  • good/positive stress
  • stress results in feelings of challenge to achievement
  • increase motivation and performance
    ex) challenge stressors
17
Q

physiological reactions to strain

A
  • illness
  • headache
  • joint pain
  • cardiovascular problems
18
Q

psychological reactions to strain

A
  • depression
  • anxiety
  • anger
  • sleep problems
19
Q

behavioural reactions to strain

A
  • burnout
  • absenteeism
  • turnover
  • addictive substances
  • decreased performance
20
Q

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

21
Q

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

A
  • 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
22
Q

individual strategies for managing stress

A
  • problem-focused coping
  • emotion-focused coping
  • avoidance coping
23
Q

organizational strategies for managing stress

A
  • make expectations clear
  • create fair work environments
  • telecommuting
24
Q

stress

A

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

25
amygdala stimulates ______ response
fear
26
3 stages of stress
alarm, resistance, exhaustion
27
AET
specific events on the job cause different people to feel different emotions and in turn benefit or impede work
28
affect driven behaviour
doing something you weren't planning on
29
cognitive dissonance
refers to mismatch amount emotions, attitudes, and behaviour