Week 3 Workplace Emotions, Attitudes and Stress.

Question 1

Emotions Defined:

Answer 1

Psychological, behavioural and physiological episodes experienced toward an object, person or event that create a state of readiness

Question 2

Emotions are experiences. They represent changes in our _____ state, _____ state and _____.

Answer 2

physiological, psychological, behaviour

Question 3

Emotions put us in a state of _____

Answer 3

readiness

Question 4

_____ represent the cluster of _____, assessed feelings and behavioural _____ towards a person, object or event (called an attitude object):

Answer 4

Attitudes, beliefs, intentions

Question 5

These are established perceptions about the attitude object

Answer 5

Beliefs

Question 6

Feelings represent _____ or _____ evaluations of the attitude object

Answer 6

positive, negative

Question 7

_____ _____ represent motivation to engage in a particular behaviour regarding the attitude object

Answer 7

Behavioural intentions

Question 8

A state of anxiety that occurs when an individual’s beliefs, feelings and behaviours are inconsistent with one another

Answer 8

Cognitive Dissonance

Question 9

Cognitive Dissonance is most common when behaviour is

Answer 9

Known to others
Done voluntarily
Cannot be undone

Question 10

Conscious reasoning is known as

Answer 10

Cognition

Question 11

Perceptions, attitudes, decisions and behaviour are influenced by _____ and _____.

Answer 11

Cognition and emotion

Question 12

_____ processes occur before _____

Answer 12

Emotional, cognitive

Question 13

Attitudes are _____ whereby emotions are _____

Answer 13

judgements, experiences

Question 14

_____ are your established _____ about the ____ object

Answer 14

Beliefs, perceptions, attitude

Question 15

_____ represent your ____ or ____ evaluations opt the attitude object

Answer 15

Feelings, positive or negative

Question 16

_____ intentions represent your _____ to engage in a particular behaviour regarding the _____ object

Answer 16

Behavioural, motivation, attitude

Question 17

The emotions–attitudes–behaviour model illustrates that attitudes are shaped by _____ emotional experiences Thus, successful companies actively create more ______ than _____ emotional episodes

Answer 17

ongoing, positive, negative

Question 18

Emotions are also partly determined by a person’s _____, not just workplace experiences

Answer 18

personality

Question 19

Some people, especially _____, experience _____ emotions as a _____ trait

Answer 19

extroverts, positive, natural

Question 20

Positive and negative emotional _____ affect a person’s _____, turnover and long-term work _____.

Answer 20

traits, attendance, attitudes

Question 21

Display rules are norms that require us to display

Answer 21

specific emotions and to hide others

Question 22

The larger the gap between _____ and ____ emotion, the more the employees tends to experience _____, job burnout and _____ separation form self

Answer 22

required, true, stress, psychological

Question 23

What is the name of conflict between required and true emotions

Answer 23

Emotional Dissonance

Question 24

Emotional dissonance can be minimised through _____ acting rather than _____.

Answer 24

Deep, surface

Question 25

Deep acting

Answer 25

Changing true emotions to match to match that of required emotion

Question 26

Surface acting

Answer 26

When a person tries to modify their behaviour to be constant with required emotions but they continue to hold different internal feelings.

Question 27

A set of abilities to perceive and express emotion, assimilate emotion in thought, understand and reason with emotion, and regulate emotion in oneself and others

Answer 27

Emotional intelligence.

Question 28

Name the 4 dimensions of Emotional Intelligence

Answer 28

Awareness of own emotions Management of one's own emotions Awareness of other's emotions Management of other's emotions

Question 29

The following points are key to ______ _______ _____ EI is associated with some personality traits, as well as with parental EI EI now becomes a selection criteria Can be learned, especially through coaching EI increases with age and maturity

Answer 29

Improving Emotional Intelligence

Question 30

A person's evaluation of his or her job and work context | A collection of attitudes about specific facets of the job is known as

Answer 30

Job satisfaction

Question 31

EVLN =

Answer 31

Exit Voice Loyalty Neglect

Question 32

Exit characteristics

Answer 32

* Leaving the situation | * Quitting, transferring

Question 33

• Changing the situation • Problem solving, complaining are characteristics of

Answer 33

Voice

Question 34

Loyalty means to

Answer 34

patiently wait for the situation to improve

Question 35

Neglect chracterisitcs

Answer 35

* Reducing work effort/quality | * Increasing absenteeism

Question 36

Job satisfaction increases customer satisfaction and profitability because job satisfaction affects

Answer 36

mood, leading to positive behaviours toward customers

Question 37

Job satisfaction reduces _____ turnover, resulting in more _____ and familiar service

Answer 37

employee, consistent

Question 38

a theory explaining how employees’ job satisfaction influences company profitability indirectly through service quality, customer loyalty and related factors

Answer 38

Service profit chain model

Question 39

Affective organisational loyalty is the employee's ______ attachment to, ______ with and ______ in a particular organisation.

Answer 39

emotional, identification, involvement

Question 40

Continuance commitment

Answer 40

A calculative bond with the organisation.

Question 41

Job satisfaction is also an _____ issue that influences the organisation’s _____ in the community

Answer 41

ethical, reputation

Question 42

Organisational (affective) commitment can affect _____, _____, _____citizenship and job performance as well as customer satisfaction. However, can lead to conformity and less creativity

Answer 42

retention, motivation, organisational

Question 43

Continuance commitment can be _____ and lead to _____ performance and _____ organisational citizenship behaviours

Answer 43

dysfunctional, lower, less

Question 44

Building (Affective) Commitment comprises of 5 strategies

Answer 44

``` Justice/ support Shared values Trust Organisational Comprehension Employee Involvement ```

Question 45

Justice/ support is supportive of employee wellbeing as it applies humanitarian values such as

Answer 45

fairness, courtesy, forgiveness and moral integrity

Question 46

Where employees believe their values are congruent with the organisation's dominant values

Answer 46

Shared values

Question 47

This refers to the positive expectations that one has towards another person or group in situations involving risk

Answer 47

Trust

Question 48

Organisational Comprehension refers to how well employees understand the organisation including

Answer 48

knowledge of the firm’s past/present/future and also utilising fast and rapid communication

Question 49

* Employees feel part of company | * Involvement demonstrates trust

Answer 49

Employee Involvement

Question 50

Stress is an adaptive response to a situation that is perceived as

Answer 50

challenging or threatening to the person’s wellbeing

Question 51

A physiological and psychological condition that prepares us to adapt to hostile or noxious environmental conditions

Answer 51

Stress

Question 52

Eustress versus distress

Answer 52

Physiologically Behaviourally Psychologically

Question 53

Cardiovascular disease, hypertension, headaches are

Answer 53

Physiological consequences of distress

Question 54

Work performance, accidents, absenteeism, aggression, poor decisions are all _____ consequences of

Answer 54

Behavioural, distress

Question 55

Psychological consequences of distress include

Answer 55

Dissatisfaction, moodiness, depression, emotional fatigue, burnout

Question 56

_____ are the causes of stress any _____ condition that places a ____ or _____ demand on the person

Answer 56

Stressors, environmental, physical, emotional

Question 57

Some common workplace stressors include:

Answer 57

Harassment and incivility Work overload Low task control

Question 58

Repeated and hostile or unwanted conduct, verbal comments, actions or gestures that affect an employee’s dignity or psychological or physical integrity and that result in a harmful work environment for the employee

Answer 58

Psychological Harassment

Question 59

A hostile work environment is

Answer 59

An intimidating, hostile or offensive working environment

Question 60

Sexual Harassment is

Answer 60

repeated and hostile or unwelcome conduct, verbal comments, actions or gestures that can have a detrimental effect on work environment or job performance

Question 61

Working more hours, more intensely than one can cope with and can be affected by globalisation, consumerism, ideal worker norm

Answer 61

Work overload stressors

Question 62

Task control stressor

Answer 62

Due to lack of control over how and when tasks are performed | Stress increases with responsibility

Question 63

Traits of Workaholism

Answer 63

Highly involved in work Inner pressure to work Low enjoyment of work

Question 64

Managing Work-Related Stress

Answer 64

``` * Remove the stressor Minimise or remove stressors *Withdraw from the stressor Vacation, rest breaks *Change stress perceptions Positive self-concept, humour *Control stress consequences Healthy lifestyle, fitness, wellness *Receive social support ```

Question 65

_____ and _____ influence attitudes and behaviour

Answer 65

Emotion, cognition,

Question 66

Emotional _____ and emotional _____ have an important role in the workplace

Answer 66

labour, intelligence

Question 67

Managers need to strategically so as to

Answer 67

increase job satisfaction and organisational commitment

Question 68

_____ can be harmful to the employee and the organisation and needs to be managed by both

Answer 68

Stress

Question 69

The process of emotional exhaustion, cynicism, and reduced personal accomplishment that results from prolonged exposure to stressors

Answer 69

Job burnout

Question 70

Stressors

Answer 70

Any environmental conditions that place physical or psychological demand on a person

Question 71

A model of the stress experience, consisting of three stages

Answer 71

Alarm reaction Resistance Exhaustion

Question 72

The process of emotional exhaustion, cynicism and reduced personal accomplishment that results from prolonged exposure to stressors

Answer 72

Job burnout

Question 73

Emotional exhaustion is characterised by

Answer 73

Lack of energy Tiredness The feeling that one's emotional resources are depleted.

Question 74

Cynicism (or depersonalisation) is characterised by

Answer 74

An indifferent attitude towards work Emotional detachment form clients A cynical view of the organisation and a tendency to follow rules and regulations strictly rather than adapt to the needs of others

Question 75

Reduced personal accomplishment entails

Answer 75

Feelings of diminished confidence in one's ability to perform their job well

Question 76

Work overload

Answer 76

Working more hours, and more intensely during those hours, than one can reasonably manage

Question 77

Low task control increases the risk of burnout as

Answer 77

facing high workloads without the ability to pace the load to their own energy, attention span and other resources

Question 78

Individual differences in stress

Answer 78

Exercise and healthy lifestyle Coping strategies Personality