UNIT 4: Flashcards
1
Q
Emotional labour
A
- face to face
- emotional state in another person
- supervision of workers emotional activities
2
Q
example of emotional labour
A
not allowing yourself to become emotionally escalated
3
Q
emotional intelligence
A
- using emotion
- perceiving emotions
- managing emotions
- understanding emotions
4
Q
Reactive styles
A
- optimistic explanatory
- external attribution
- internal attribution
- pessimistic explanatory
5
Q
Optimistic explanatory
A
- self protective
- ignore negative
- impossible to offend
6
Q
External attribution
A
- take the high road
- thoughtful
- feel empathy and compassion for others
- potential to be unassertive
7
Q
Internal attribution
A
- shrug off situations
- remain neutral
- do not deal with situation
8
Q
Pessimistic Explanatory
A
- interpret the event as being all about themselves
- feel distressed/offended
9
Q
emotion regulation strategies
A
- modify the situation
- express yourself
- attention deployment refocusing
- ruminating
- acceptance
- positive reappraisal
- perspective taking
10
Q
Modify the situation
A
- ill just walk away
11
Q
express yourself
A
- expressing felt emotion
12
Q
attention to deployment refocusing
A
directing attention to specific task
13
Q
ruminating
A
replaying the situation
14
Q
acceptance
A
giving in and accepting situation
15
Q
positive reappraisal
A
reframe the situation in positive light
