org behavior ch 4

Chapter Chapter 04 - Workplace Workplace Emotions, Emotions, Attitudes Attitudes and Stress Stress

Chapter 04 Workplace Emotions, Attitudes and Stress True / False Questions

1. Emotions represent the cluster cluster of beliefs, assessed assessed feelings, and behavioral intentions towards something or someone. True False

2. Emotions Emotions are brief events or "episodes". "episodes". True False

3. Moods represent our reaction reaction to specific people or events, whereas emotions are not directed toward anything in particular. True False

4. People are consciously aware of most emotions they experience. True False

5. Emotions generate a core affect that something is good or bad, helpful helpful or harmful, to be approached or avoided. True False

6. Strong emotions trigger our conscious awareness of a threat or opportunity in the external environment. True False

7. Moods are less intense emotional states that are not directed toward anything in particular. particular. True False

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8. Emotions are communications to ourselves, ourselves, which serve to put us in a state of readiness. True False

9. Attitudes are fleeting physiological experiences we have in response to an attitude object. True False

10. Attitudes develop from our emotional experiences as well as from from the perceptual process. True False

11. Attitudes consist of the following three components: emotions, emotions, beliefs, and behaviors. Ans: True False

12. Beliefs represent our perceptions about the attitude attitude object. True False

13. Attitudes represent a cluster cluster of beliefs, motivation motivation and feelings about an attitude object. True False

14. In the model of emotions, attitudes, attitudes, and behavior, feelings lead to beliefs, which in turn lead lead to behaviors. True False

15. People with the same feelings may form different behavioral intentions based on their unique past experience. True False

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16. Research concludes that when our emotions and logical analysis of a situation conflict conflict with each other, we should follow our emotions. True False

17. Cognitive dissonance is more likely likely to occur when the dissonant behavior is known to everyone, was done voluntarily and can't be undone. True False

18. A person's emotions are influenced by his or her personality, personality, not just from workplace workplace experiences. True False

19. Emotional labor refers to any physical work that makes employees feel angry that they must must perform this kind of work. True False

20. Display rules are norms that require employees to show certain certain emotions and to withhold others. True False

21. Emotional dissonance occurs when we use our emotional intelligence on others but other people do not use their emotional intelligence on us. True False

22. Emotional dissonance refers refers to the conflict experienced between the emotions we are required to display and our true emotions in that situation. True False

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23. Conflict between required and true emotions is called emotional intelligence. True False

24. Emotional dissonance is most common where emotional display rules are highly regulated and employees must display emotions quite different from their true emotions. True False

25. Jobs require more emotional labor when employees must display a variety of emotions, rather than just one or two. True False

26. The norms and expectations governing emotional display display rules are similar around the world. True False

27. Emotional labor may result in stress stress and job burnout when the prescribed emotions for a job conflict with the employee's true emotions. True False

28. Employees experience less stress from emotional labor when they practice practice surface acting rather than deep acting. True False

29. Employees minimize the stress stress from emotional labor by actually changing their emotions to match the job requirements (deep acting), rather than displaying emotions contrary to their true emotions (surface acting). True False

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30. Emotional intelligence refers to to the ability to perceive and express emotion, assimilate emotion in thought, understand and reason with emotion, and regulate emotion in oneself and others. True False

31. Experts have concluded that cognitive intelligence and emotional intelligence are the same things. True False

32. Emotional intelligence is a set of abilities. True False

33. Three dimensions of emotional intelligence are cognitive dissonance, continuance commitment, and emotional labor. True False

34. Emotional Emotional intelligence intelligence can be learned to some extent. True False

35. Relationship management represents the highest level of emotional intelligence. intelligence. True False

36. The four dimensions of emotional intelligence intelligence form a hierarchy. hierarchy. True False

37. Emotional intelligence tends to increase with age. True False

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38. Job satisfaction represents a person's evaluation of his or her job and work context. True False

39. It is reasonable to conclude from recent surveys that nearly all employees in the United States are truly very satisfied with their jobs. True False

40. Compared with other countries, Hungarian employees have above average levels of job satisfaction. True False

41. Job satisfaction satisfaction is higher in Nordic countries. True False

42. Employees are more likely to quit their jobs and be absent from from work if they are dissatisfied dissatisfied with their jobs. True False

43. The exit-voice-l exit-voice-loyalty oyalty-negle -neglect ct model states that some some employees respond respond to their job dissatisfaction by patiently waiting for the problem to work itself out or get resolved by others. True False

44. According to the exit-voice-loyalty-neglect model, some unsatisfied employees engage in "voice" by constructively recommending solutions to the source of their dissatisfaction. True False

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45. Personality and previous experiences influence an employee's decision to engage in exit, voice, loyalty, or neglect when they are dissatisfied with their job. True False

46. Researchers have consistently found that job satisfaction leads to improved job performance even when rewards are not a factor. True False

47. The latest organizational behavior evidence concludes that happy workers are more more productive workers to some extent. True False

48. The relationship between job satisfaction satisfaction and job performance would likely be stronger if more organizations provided valued rewards for good performance. True False

49. Research indicates that employees with higher job satisfaction tend to provide better customer service. True False

50. Employees with higher job satisfaction satisfaction tend to convey more friendliness friendliness and positive feelings to customers. True False

51. Job satisfaction is an ethical issue that influences influences the organization's reputation in the the community. True False

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52. Organizational commitment refers refers to an employee's contractual obligation to provide a minimum amount of time and effort effort to the organization in return for a fair day's pay from the organization. True False

53. The two types of organizational commitment are affective and perceptual. True False

54. Continuance commitment is a calculative decision decision to remain with the organization organization rather than an emotional attachment to the firm. True False

55. Employees with high levels of affective commitment tend to engage in more organizational citizenship behaviors. True False

56. Continuance commitment motivates employees to increase their work effort effort beyond expectations. True False

57. Financial incentives to stay with the the organization (i.e., golden handcuffs) usually reduce continuance commitment. True False

58. Employers can increase their employees' level of affective commitment through through their pay system. True False

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59. Trust, employee involvement, and organizational organizational comprehension tend to increase organizational commitment. True False

60. Employees experience more continuance commitment when when the organization provides opportunities for employee involvement. True False

61. Trust is a reciprocal reciprocal activity; to receive trust from employees, corporate leaders must demonstrate their trust in those employees. True False

62. Employees tend to have higher organizational commitment commitment when their personal values differ from the company's values. True False

63. Affective commitment is higher in organizations with strong strong ethical values. True False

64. Employees with very high loyalty tend tend to have high conformity, which results results in lower creativity. True False

65. Employees have lower affective commitment when they are offered stable, long-term employment. True False

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66. Stress is an adaptive response to a situation that is perceived as challenging or threatening to the person's wellbeing. True False

67. Stress refers to to any environmental conditions that cause someone to to suffer or experience fear. True False

68. Everyone Everyone needs some level of stress stress to survive. survive. True False

69. Eustress refers to the short-term short-term causes of stress, whereas distress refers refers to long-term causes. True False

70. The general adaptation syndrome describes the consequences of stress. True False

71. There are three stages in the job burnout process. True False

72. The job burnout process occurs in the following sequence: (1) reduced efficacy, efficacy, (2) emotional exhaustion and (3) higher blood pressure. True False

73. Sexual harassmen harassmentt is a type of stressor. stressor. True False

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74. Social support helps employees to manage stress by increasing their self-esteem. True False

75. Job sharing and telework are usually usually considered ways to reduce stress stress through work/life balance. True False

Multiple Choice Questions

76. Emotions Emotions are defined defined as: A. feelings feelings that are not not directed directed towards towards anything anything in particular. particular. B. our judgments judgments about what is right right or wrong. C. our intentions to act towards the attitude object. D. the cluster of beliefs, assessed feelings and behavioral intentions towards an attitude object. E. none of the the above. above.

77. Which of the following statements about emotions is FALSE? A. We continuously experience an emotion for days or weeks at a time. B. We experience experience emotions psychological psychologically. ly. C. We experience experience emotions physiologicall physiologically. y. D. Emotions Emotions create a state of readiness readiness.. E. Emotions are directed toward someone or something.

78. Emotions Emotions have what effect effect on us? A. They make us aware of events that possibly affect our important important goals. B. They put us into into a state of readiness. readiness. C. They provide a communication to us about the the presence of relevant events in the external environment. D. All of the the above. above. E. Only Only 'A' and 'C'. 'C'.

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79. Anger, fear, fear, joy and sadness represen represent: t: A. beliefs that influence influence our attitudes towards something or someone. B. the first four stages of emotional labor. C. types of emotions emotions.. D. four dimensions dimensions of job satisfaction satisfaction.. E. both both 'A' and 'C'. 'C'.

80. Which of the following is is NOT usually identified as a category of emotions? A. Percei Perceived ved B. Exci Excite ted d C. Fear Fearfu full D. Rela Relaxed xed E. Gloo Gloomy my

81. The difference difference between emotions emotions and attitudes attitudes is comparable comparable to the difference difference between: A. eating something something versus drinking drinking something. something. B. experiencing something versus judging something. C. perceiving something versus behaving toward something. D. knowing knowing about something versus doing something. something. E. there is no difference between emotions and attitudes; they are the same thing.

82. Beliefs, feelings, and behavioral intentions intentions are components of: A. attitu attitudes des.. B. the EVLN EVLN model. model. C. organization organizational al commitment. commitment. D. emotio emotions. ns. E. the psychologica psychologicall contract. contract.

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83. Which of the following best represents the most common linkage linkage between attitudes and behavior? A. Intentions->feelings->beliefs-> Intentions->feelings->beliefs->behavior. behavior. B. Behavior->job satisfaction->cognitive dissonance->organizational commitment. C. Beliefs->feelings->intentionsBeliefs->feelings->intentions->behavior. >behavior. D. Cognitive dissonance->behavioral intentions->job satisfaction->behavior. E. Behavior->feelings->intentions->beliefs.

84. In the model of emotions, attitudes, and behavior, feelings are directly influenced by: A. behavioral behavioral intention intentions. s. B. emotio emotions. ns. C. belief beliefs. s. D. all of of the the above. above. E. only 'B' 'B' and and 'C'. 'C'.

85. Which of these statements represents the feelings dimension dimension of attitudes? A. I don't like how my boss treats his employees. B. I want to transfer out of this department to get away from this manager. C. My supervisor barks at his employees in public. D. I intend to tell the the human resource manager that my supervisor should be demoted. E. All of the above statements represent the feeling dimension of attitudes.

86. After working weeks on a difficult proposal for a client, Jack learns that the the client has accepted the proposal and will award the contract to Jack's firm. Upon hearing this from his boss, Jack yelps yelps 'Yahoo!' and automatically thrusts his fisted hand in the air. This action is most likely an example of: A. perceptions perceptions directly influencing influencing beliefs. B. behavioral intentions intentions directly directly influencing influencing behavior. C. emotions emotions directly influencing influencing feelings. feelings. D. beliefs beliefs directly influencing influencing feelings. feelings. E. emotions emotions directly influencing influencing behavior. behavior.

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87. The uncomfortable tension felt when our behavior and attitudes are inconsistent inconsistent with each other is called: A. cognitive cognitive distance. distance. B. emotional emotional intellige intelligence. nce. C. cognitive cognitive justificat justification. ion. D. cognitive cognitive dissonan dissonance. ce. E. negle neglect ct..

88. Which of these jobs would normally require emotional labor? A. Bank Bank teller teller B. Bill collector collector C. Funeral Funeral director director D. Disney World employee dressed up as Mickey Mouse E. All of of the abov abovee

89. Emotional labor is defined as any situation situation in which: A. you get upset with customers at times when you are supposed supposed to remain calm. B. you begin to feel burned out from facing too many customers in one day. C. you don't realize that your your emotions are causing you to act differently differently toward someone than you had intended. D. all of the above are part of the emotional labor definition. E. none of the above represents represents the emotional labor definition.

90. Emotional Emotional labor refers refers to: to: A. the effort, planning, and control needed to express organizationally desired emotions during interpersonal transactions. B. the tendency to change our attitudes so they become more consistent with our behaviors. C. a person's evaluati evaluation on of the job and work context. D. a person's emotional attachment to identification with, and involvement in a particular organization. E. None of the above defines defines emotional emotional labor.

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91. Which of these statements about emotional labor is FALSE? A. Most jobs involving customer service require some degree of emotional labor. B. Research indicates that emotional display display rules and standards are very similar around the world. C. Emotional labor increases with with the extent to which employees must abide by emotional display rules. D. In spite of the presence of emotional display rules, rules, it is very difficult to hide our true emotions. E. Display rules are norms requiring employees to display certain certain emotions and withholding others.

92. Which of these countries is more likely to accept or tolerate, than any other country, people who display their true emotions at work? A. The U.S.A. U.S.A. B. Japa Japan n C. Franc Francee D. Italy taly E. Kore Koreaa

93. Emotional Emotional dissonanc dissonancee is: A. the emotion people experience when they are dissatisfied dissatisfied with their paycheck. B. a significant cause of stress and job burnout. C. present present whenever whenever emotional emotional labor is not require required d in the job. D. the main source of ethical conduct in in organizational settings. E. both both 'A' and 'D'. 'D'.

94. Emotional Emotional dissonance dissonance occurs occurs when: A. there are no known emotional display rules rules for a particular situation. B. we experience conflict between the required emotions emotions and our true true emotions. C. we work with someone who has high emotional intelligence. D. job satisfaction is at the same level as organizational commitment. E. either 'A' 'A' or 'C' occurs. occurs.

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95. ________ ________ involves involves modifying modifying behavior behavior to be consisten consistentt with require required d emotions emotions but continuing to hold different internal feelings. A. Surf Surface ace actin acting g B. E I C. EVLN EVLN mode modell D. Deep Deep act actin ing g E. both both 'A' 'A' and and 'D' 'D'

96. ________ involves changing true emotions to match the required emotions. A. Surfac Surfacee acting acting B. EI C. EVLN EVLN model model D. Deep Deep actin acting g E. both both 'A' and and 'D'

97. The ability to perceive and express emotion, assimilate emotion in thought, understand and reason with emotion, and regulate emotion e motion in oneself and others is called: A. emotional emotional intelligen intelligence. ce. B. emotional emotional labor. labor. C. cognitive cognitive disson dissonance. ance. D. positive positive affectivi affectivity. ty. E. job satisfacti satisfaction. on.

98. Emotional intelligence intelligence is best described as: A. a personalit personality y trait. trait. B. a set of abilities. abilities. C. a form of organizationa organizationall commitment. commitment. D. an action-tendency indicating that the person is highly motivated. E. a form form of empathy. empathy.

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99. Social awareness, self-management, self-management, and relationship management are three elements of: A. affective affective commitmen commitment. t. B. emotional emotional labor. labor. C. emotional emotional intellig intelligence. ence. D. continuance continuance commitm commitment. ent. E. the affect circumple circumplex x model of emotions. emotions.

100. Emotional intelligence intelligence includes the ability to: A. stifle stifle impulses impulses.. B. manage the emotions emotions of other other people. people. C. understand and be sensitive sensitive to the feelings of others. others. D. do all of the above. E. do 'B' and 'C' 'C' only.

101. The highest level of emotional emotional intelligenc intelligencee is: A. social awareness. awareness. B. self-manage self-management. ment. C. organization organizational al comprehension. comprehension. D. self-awaren self-awareness. ess. E. None of of the above. above.

102. Relationship Relationship management management is: is: A. a negative, highly highly activated activated emotion. B. one of three types of organizational commitment. C. an outcome of emotiona emotionall dissonance. dissonance. D. the highest level level of emotional intelligen intelligence. ce. E. the opposite of employability the psychological contract.

103. Self-awareness is the _________ level of _________. A. lowest, lowest, emotional intelligenc intelligencee B. highest, highest, emotional emotional labor labor C. highest, highest, emotional emotional intelligence intelligence D. highest, highest, continuance continuance commitment commitment E. lowest, lowest, affective affective commitment commitment

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104. The competency most strongly strongly associated with social awareness is: is: A. conflict conflict management management.. B. empath empathy. y. C. organization organizational al comprehension. comprehension. D. self-managem self-management. ent. E. None of of the above. above.

105. Inspiring others, managing conflict, and developing others' capabilities capabilities are: A. required required in all psychological psychological contracts. contracts. B. competencies representing the highest level of emotional intelligence. C. elements elements of the affect circumple circumplex x model. D. three of the main causes of continuance commitment. E. three categories in the exit-voice-loyalty-neglect (EVLN) model.

106. Your boss is usually able to calm employees when they are upset and to get staff enthusiastic about an otherwise mundane activity. This ability probably means that your boss has: A. the highest level level of emotional intelligen intelligence. ce. B. the highest level level of negative affectivity affectivity.. C. a high degree of continuance continuance commitment commitment.. D. all of of the the above. above. E. both both "A" and and "C".

107. A person's evaluation of his or her job is called: A. job satisfactio satisfaction. n. B. emotional emotional intellige intelligence. nce. C. affective affective commitme commitment. nt. D. cognitive cognitive dissonan dissonance. ce. E. emotion emotions. s.

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108. By asking a single direct question question (such as "How satisfied satisfied are you with your job?"), job satisfaction surveys tend to: A. underestimate the true true level of job job satisfaction among employees. B. measure organizational commitment rather than job satisfaction. satisfaction. C. overestimate the true true level of job satisfaction among employees. D. confuse confuse people who are completing completing the survey. survey. E. provide a better estimate of job satisfaction than if the survey asked several questions.

109. In national polls, ______ percent of Americans have been satisfied satisfied with their jobs for for the past decade or more. A. about about 50 B. less less than than 25 C. about about 30-4 30-40 0 D. more more than than 85 E. nearly nearly 100

110. The exit-voice-loyalty-neglect (EVLN) model: A. outlines outlines the four consequen consequences ces of emotional emotional intellige intelligence. nce. B. identifies the four ways to manage employee emotions. C. explains why the psychological contract differs between employees and their employers. D. is a template for organizing and understanding the consequences of job dissatisfaction. dissatisfaction. E. explains the main differences between affective commitment and continuance commitment.

111. Kumar is unhappy about his work and his supervisor, so he has started started to pay less attention to the quality of his work. He also arrives late for work and generally puts less effort into his work. This information suggests that Kumar's main reaction to job dissatisfaction is: A. exit exit.. B. voic voice. e. C. commit commitmen ment. t. D. loyalt loyalty. y. E. negle neglect ct..

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112. Shawna is dissatisfied with her boss for not supporting her work or recognizing her job performance. In spite of these problems, Shawna does not complain and does not intend to move elsewhere. Instead, she maintains her leve l of work effort and hopes the company will eventually correct these problems. According to the EVLN model, Shawna is mainly engaging in: A. exit exit.. B. voic voice. e. C. employabili employability. ty. D. loyalt loyalty. y. E. negle neglect ct..

113. According to the EVLN model, people who are dissatisfied with their jobs might: A. quit quit.. B. complain about the dissatisfying dissatisfying aspects of their jobs. C. increase increase their absenteeism absenteeism from from work. D. keep quiet and hope the the sources of job dissatisfaction are eventually corrected. E. do all of the above.

114. Which of the following statements statements about job satisfaction satisfaction and job performance is TRUE? A. Employees who are dissatisfied dissatisfied with their jobs never have high job performance. B. Job satisfaction has almost no effect on job performance. C. Employees who are satisfied satisfied with their jobs tend to have somewhat higher job job performance. D. Happy workers workers are less productive productive workers. E. High-performing employees have higher job satisfaction satisfaction only after they have received a financial reward for performing their jobs well.

115. Organizational behavior scholars have concluded that: A. as job performance increases, job satisfaction decreases. B. job performance is the best predictor of job satisfaction. satisfaction. C. job satisfaction satisfaction is unrelated to job performance. D. people with higher job satisfaction tend to have higher job performance. E. both 'A' 'A' and 'B' are true. true.

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116. Which of these statements about job satisfaction and customer satisfaction is TRUE? A. Employees with higher job satisfaction satisfaction tend to give poorer customer service. B. Satisfied employees have a more positive positive mood, which communicates friendliness to customers. C. Satisfied employees are less likely to quit, so customers receive more consistent and familiar service. D. Satisfied employees are more likely likely to engage in "neglect", so customers receive poorer service from these employees. E. Both 'B' 'B' and 'C' are true. true.

117. When employees have higher job satisfaction they tend to: A. provide friendlier service to customers. B. get angry at customers more more often than when they are dissatisfied dissatisfied with their jobs. jobs. C. provide the same quality of customer service as when they were dissatisfied with their jobs. D. provide more consistent service service to customers because of their longer employment in the job. E. do both 'A' and and 'D'.

118. Employees who stay with an organization mainly because they believe it will cost them financially to leave, likely have: A. high continuance continuance commitmen commitment. t. B. high emotional emotional intelligenc intelligence. e. C. high affective affective commitm commitment. ent. D. all of of the the above. above. E. none of the the above. above.

119. The concept of affective organizational commitment includes: A. an emotional attachment attachment to the organization. organization. B. an identificati identification on with the organization. organization. C. an involvement involvement with the organizatio organization. n. D. all of of the the above. above. E. none of the the above. above.

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120. Employees with an emotional attachment to, identification with, and involvement in a particular organization are said to have: A. a high level of pay satisf satisfaction action.. B. extreme extreme emotional emotional dissonance. dissonance. C. a low level of emotional emotional activat activation. ion. D. a high level of continuance continuance commitment. commitment. E. none of the the above. above.

121. Employees with strong strong organizational commitment are more likely to: A. engage in organizational organizational citizenship citizenship behaviors. B. steal from from their employer employer.. C. show up late for for work. work. D. quit their jobs. E. all of of the the above. above.

122. Which of the following following tends to occur when when organizations use golden handcuffs and other financial incentives to prevent dissatisfied employees from quitting? A. Employees increase their level of affective commitment. B. Employees increase their level of continuance commitment. C. Employees increase their level of job satisfaction. D. Employees decrease their their level of emotional intelligence. E. Employees decrease their their level of continuance commitment. commitment.

123. Which of the following tends to to result in increased continuance commitment? A. Corporate leaders demonstrate increasing trust in employees. B. The company helps employees learn more about the organization through departmental departmental visits and special seminars on company products. C. Employees receive low interest loans and other incentives from their their employer that make it costly for them to quit. D. The company introduces introduces a no-layoff no-layoff policy. policy. E. All of the above increase continuance continuance commitment. commitment.

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124. Employee Employee involvement involvement tends to increase: increase: A. affective affective commitmen commitment. t. B. cognitive cognitive dissona dissonance. nce. C. continuance continuance commitme commitment. nt. D. All of the the above. above. E. None of of the above. above.

125. ________ is a psychological state comprising the intention to accept vulnerability based upon positive expectations of the intent or behavior of other person. A. Surfac Surfacee acting acting B. Trus Trustt C. Cognitive Cognitive dissonan dissonance ce D. Deep Deep actin acting g E. General adaptati adaptation on syndrome syndrome

126. All of these are prominent prominent strategies for building building organizational commitment EXCEPT A. justice justice and support support.. B. shared shared values values.. C. trus trust. t. D. outsou outsourci rcing. ng. E. organization organizational al comprehension. comprehension.

127. The adaptive adaptive response response to a situation situation that is perceived perceived as challenging challenging or threatening threatening to the person's well-being is called: A. self-leader self-leadership. ship. B. job burn burnout out.. C. eustre eustress. ss. D. workah workaholi olism. sm. E. stre stress ss..

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128. Stress Stress is best described described as: as: A. the physiological physiological disorders disorders we experience from adverse adverse environmental environmental conditions. conditions. B. an adaptive response to a situation situation that is perceived as challenging or threatening to the person's wellbeing. C. a series of events that cause emotional exhaustion and cynicism towards towards customers. D. environmental conditions that place a physical or emotional demand on the person. E. a behavior pattern of people with low risk of heart disease.

129. Which of the following statements about stress is is FALSE? A. Employees are the most productive when they experience no stress. stress. B. Stress Stress is caused by stressors stressors.. C. Two people located in the same work environment might experience different levels of stress. D. The general adaptation syndrome describes the stress experience. E. Continued exposure to very high stress levels may lead to permanent physiological and psychological damage.

130. The stress experience experience in moderation moderation is known as: A. distre distress. ss. B. burnou burnout. t. C. the general adaptati adaptation on syndrome. syndrome. D. eustre eustress. ss. E. Type A behavior behavior patter pattern. n.

131. Providing childcare support and offering employees flexible work hours have what effect on work-related stress? A. They help employees to learn how to cope with with the consequences of stress. B. They help employees to control the consequences of stress. C. They remove stressors from the workplace. D. All of the the above. above. E. They have no known effect on work-related stress.

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132. Which of these stress management activities helps employees to improve improve their perceived ability to cope with the stressor AND possibly remove the stressor? A. Telecom Telecommut muting ing B. Social Social suppor supportt C. Medita Meditatio tion n D. Sies Siesta tass E. Fitness Fitness programs programs

133. Workaholism includes includes the three dimensions of: A. efficacy, efficacy, cynicism, cynicism, and emotional emotional exhaustion. exhaustion. B. work involvement, compulsion to work, and low enjoyment of work. C. alarm reaction, reaction, resistance, resistance, exhaustion. exhaustion. D. time, strain strain,, and role. role. E. cynicism, cynicism, drive to succeed, and resistance. resistance.

134. Which of these is considered considered a work/life balance initiative to minimize stress? A. Flexible Flexible work work time time B. Job shar sharing ing C. Telewo Teleworki rking ng D. Childcare Childcare facilit facilities ies E. All of these statements describe a family-friendly family-friendly or work/life initiative to minimize stress

135. Which of the following reduces reduces stress by withdrawing from the stressor? A. Coffee Coffee breaks breaks B. Sabbat Sabbatical icalss C. Vacati Vacations ons D. All of the above are ways to reduce stress by withdrawing withdrawing from the stressor. stressor. E. None of these are ways to reduce stress by withdrawing from the stressor.

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136. To ward off stress, stress, a film director likes to have a good laugh. When under pressure, pressure, the director will crack jokes and ensure everyone has a good laugh during the hard work. These actions mainly reduce stress: A. by removing removing the stress stressor. or. B. by providing providing social social support. support. C. by changing stress stress perception perceptions. s. D. by controlling controlling the consequences consequences of stress. E. in none of the the ways stated stated here. here.

137. Self-reinforcement can potentially minimize stress by: A. removing removing people from stressors. stressors. B. helping employees to temporarily remove themselves themselves from the stressor. C. helping employees to control the consequences of stress. D. helping employees to develop more favorable perceptions of the stressors. stressors. E. Self-leadership has no known effect on work-related work-related stress.

138. Employee wellness programs help employees to reduce stress by: A. teaching them how to adopt more effective coping mechanisms. B. helping employees to understand that stress stress cannot be reduced in most cases. C. removing the stressors stressors that cause the high stress. stress. D. doing all all of the above. E. doing none none of the above. above.

Essay Questions

139. Tai was overjoyed when she learned that that she would be promoted to a position position with higher responsibility and pay. However, even before hearing about the promotion, she believed that the regional manager who made mad e the promotion decision was fair-minded. Use the emotions, attitudes, and behavior model to explain how Tai's emotions and beliefs influence her positive feelings towards the regional manager.

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140. Three employees believe that their pay is too low. One of them quits, the second complains to management about the low pay, and the third does nothing. Explain why these employees engaged in different behaviors even though they held the same beliefs about their pay checks.

141. Advanced Photonics Ltd (APL) is a large large developer of laser technologies. Competitive pressures as well as the speed speed of new developments in the industry have made some employees tense and somewhat dissatisfied with their work at APL. To improve employee attitudes, the vice-president has established a 'fun week' whe re employee teams find and implement various ways to have fun on this job. APL has also brought in a comed y team for the week to entertain employees and coach them on having more fun. Use your knowledge of workplace emotions and attitudes to explain the implications of a fun week on employee attitudes.

142. Explain how an employee's attitudes might be affected by cognitive cognitive dissonance.

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143. Identify and explain two reasons why employee involvement tends to increase organizational commitment.

144. You are a senior executive in a large pharmaceutical firm and have just hired a chemist who is recognized as a 'rising star' in the industry. Your organization has spent a lot of money recruiting this person and hopes that the chemist will stay with this this firm for many many years. However, as with many scientists, the new h ire seems to have very little loyalty to or or identification with any firm. Explain in detail (with action p lan examples pertaining to this incident) four (4) strategies that would try to increase this employee's loyalty to this organization.

145. Comment Comment on the accuracy of the following following statement: statement: "Stress "Stress is best described described as a working condition that hurts employee job performance".

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146. Jake tells tells you that he is feeling feeling very stressed. stressed. Based Based on your knowledge of the general general adaptation syndrome, what information would you ask for or look for to determine what stage of stress Jake is experiencing?

147. The Director of Nursing at Smalltown General Hospital claims that several nurses are experiencing job burnout. Describe the three components of job burnout that should be evident from these nurses. Your description of each component should include an example related to nursing. Also, briefly identify two possible characteristics of nursing that might have contributed to this job burnout.

148. Some jobs are considered more stressful stressful than others. Describe Describe what this really means means and give two reasons why someone in a 'high-stress' job might experience less stress than another person in a 'low-stress' job two types of behavior modification interventions that that might change employee behavior in this situation.

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149. Head-office employees at Acme Widgets have had heavy workloads over the past year, due mainly to downsizing and increased demand de mand for widgets. Acme's CEO wants to introduce a stress management program that would control the c onsequences of this stress. Describe three types of stress management programs that would help employees to cope more effectively with the physiological and/or psychological consequences of stress. Your answer should also briefly state the specific benefits that each type of program provides.

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Chapter 04 Workplace Emotions, Attitudes and Stress Answer Key

True / False Questions

1. (p. 98) Emotions represent the cluster of beliefs, assessed feelings, and behavioral intentions towards something or someone. FALSE

AACSB: 3 BT: Knowledge Difficulty: Easy

2. (p. 98) Emotions are brief events or "episodes". TRUE


3. (p. 98) Moods represent our reaction to specific people or events, whereas emotions are not directed toward anything in particular. FALSE

AACSB: 3 BT: Knowledge Difficulty: Medium

4. (p. 99) People are consciously aware of most emotions the y experience. FALSE


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5. (p. 99) Emotions generate a core affect that something is good or bad, helpful or harmful, to be approached or avoided. TRUE


6. (p. 99) Strong emotions trigger our conscious awareness of a threat or opportunity in the external environment. TRUE


7. (p. 98) Moods are less intense emotional states that are not directed toward anything in particular. TRUE


8. (p. 99) Emotions are communications to ourselves, which serve to put us in a state of readiness. TRUE


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100) Attitudes are fleeting physiological experiences we have in response to an attitude 9. (p. 100) object. FALSE


100) Attitudes develop from our emotional experiences as well as from the perceptual 10. (p. 100) process. TRUE

AACSB: 3 BT: Comprehension Difficulty: Easy

100) Attitudes consist of the following three components: emotions, beliefs, and behaviors. 11. (p. 100) Ans: FALSE


100) Beliefs represent our perceptions about the attitude object. 12. (p. 100) TRUE


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100) Attitudes represent a cluster of beliefs, motivation and feelings about an attitude 13. (p. 100) object. FALSE


100) In the model of emotions, attitudes, and behavior, feelings lead to beliefs, which in 14. (p. 100) turn lead to behaviors. FALSE


101) People with the same feelings may form different behavioral intentions based on their 15. (p. 101) unique past experience. TRUE


101) Research concludes that when our emotions and logical a nalysis of a situation conflict 16. (p. 101) with each other, we should follow our emotions. FALSE


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102) Cognitive dissonance is more likely to occur when the dissonant behavior is known to 17. (p. 102) everyone, was done voluntarily and can't be undone. TRUE


102) A person's emotions are influenced by his or her personality, not just from workplace 18. (p. 102) experiences. TRUE


103) Emotional labor refers to any physical work that makes employees feel angry that 19. (p. 103) they must perform this kind of work. FALSE


103) Display rules are norms that require employees to show certain emotions and to 20. (p. 103) withhold others. TRUE


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104) Emotional dissonance occurs when we use our emotional intelligence on others but 21. (p. 104) other people do not use their emotional intelligence on us. FALSE


104) Emotional dissonance refers to the conflict experienced between the emotions we are 22. (p. 104) required to display and our true emotions in that situation. TRUE


105) Conflict between required and true emotions is called emotional intelligence. 23. (p. 105) FALSE


105) Emotional dissonance is most common where emotional display rules are highly 24. (p. 105) regulated and employees must display emotions quite different from their true emotions. TRUE


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105) Jobs require more emotional labor when employees must display a variety of 25. (p. 105) emotions, rather than just one or two. TRUE


106) The norms and expectations 26. (p. 106) exp ectations governing emotional display rules are similar around the world. FALSE


105) Emotional labor may result in stress and job burnout when the p rescribed emotions for 27. (p. 105) a job conflict with the employee's true emotions. TRUE


105) Employees experience less stress from emotional labor when they practice surface 28. (p. 105) acting rather than deep acting. FALSE


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105) Employees minimize the stress from emotional labor by actually changing their 29. (p. 105) emotions to match the job requirements requ irements (deep acting), rather than displaying emotions contrary to their true emotions (surface acting). TRUE

AACSB: 3 BT: Comprehension Difficulty: Medium

105) Emotional intelligence refers to the ability to perceive and express emotion, assimilate 30. (p. 105) emotion in thought, understand and reason with emotion, and regulate emotion in oneself and others. TRUE


105) Experts have concluded that cognitive intelligence and emotional intelligence are the 31. (p. 105) same things. FALSE


105) Emotional intelligence is a set of abilities. 32. (p. 105) TRUE


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105) Three dimensions of emotional intelligence are cognitive dissonance, continuance 33. (p. 105) commitment, and emotional labor. FALSE


105) Emotional intelligence 34. (p. 105) intelligence can be learned to some extent. TRUE


106) Relationship management represents the highest level of emotional intelligence. 35. (p. 106) TRUE


106) The four dimensions of emotional intelligence form a hierarchy. 36. (p. 106) TRUE


108) Emotional intelligence tends to increase with age. 37. (p. 108) TRUE


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108) Job satisfaction represents a person's evaluation of his or her job and work context. 38. (p. 108) TRUE


108) It is reasonable to conclude from recent surveys that n early all employees in the 39. (p. 108) United States are truly very satisfied with their jobs. FALSE


108) Compared with other countries, Hungarian employees have above average levels of 40. (p. 108) job satisfaction. FALSE


108) Job satisfaction is higher in Nordic countries. 41. (p. 108) TRUE


109) Employees are more likely to quit their jobs and be absent from work if they 42. (p. 109) the y are dissatisfied with their jobs. TRUE


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109) The exit-voice-loyalty-neglect model states that some employees respond to their job 43. (p. 109) dissatisfaction by patiently waiting for the problem to work itself out or get resolved by others. TRUE


110) According to the exit-voice-loyalty-neglect model, some unsatisfied employees 44. (p. 110) engage in "voice" by constructively recommending solutions to the source of their dissatisfaction. TRUE


109) Personality and previous experiences influence an employee's decision to engage in 45. (p. 109) exit, voice, loyalty, or neglect when they are dissatisfied with their job. TRUE


111) Researchers have consistently found that job satisfaction leads to improved job 46. (p. 111) performance even when rewards are not a factor. FALSE


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111) The latest organizational behavior evidence concludes that happy workers are more 47. (p. 111) productive workers to some extent. TRUE


111) The relationship between job satisfaction and job performance wo uld likely be 48. (p. 111) stronger if more organizations provided valued rewards for good performance. TRUE


111) Research indicates that employees with higher job satisfaction tend to provide better 49. (p. 111) customer service. TRUE


111) Employees with higher job satisfaction tend to convey more friendliness and positive 50. (p. 111) feelings to customers. TRUE


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112) Job satisfaction is an ethical issue that influences the o rganization's reputation in the 51. (p. 112) community. TRUE


112) Organizational commitment refers to an employee's contractual obligation to provide 52. (p. 112) a minimum amount of time and effort to the organization in return for a fair day's pay from the organization. FALSE


112) The two types of organizational commitment are affective an d perceptual. 53. (p. 112) FALSE


112) Continuance commitment is a calculative decision 54. (p. 112) d ecision to remain with the organization rather than an emotional attachment to the firm. TRUE


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112) Employees with high levels of affective commitment tend to en gage in more 55. (p. 112) organizational citizenship behaviors. TRUE


112) Continuance commitment motivates employees to increase their work effort beyond 56. (p. 112) expectations. FALSE


112) Financial incentives to stay with the organization (i.e., golden handcuffs) usually 57. (p. 112) reduce continuance commitment. FALSE


112) Employers can increase their employees' level of affective commitment through their 58. (p. 112) pay system. FALSE


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113) Trust, employee involvement, and organizational comprehension tend to increase 59. (p. 113) organizational commitment. TRUE


113) Employees experience more continuance commitment when the organization 60. (p. 113) provides opportunities for employee involvement. FALSE


113) Trust is a reciprocal activity; to receive trust from employees, corporate leaders must 61. (p. 113) demonstrate their trust in those employees. TRUE


113) Employees tend to have higher organizational commitment when their personal 62. (p. 113) values differ from the company's values. FALSE


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113) Affective commitment is higher in organizations with strong ethical values. 63. (p. 113) TRUE


112) Employees with very high loyalty tend to have high conformity, which results in 64. (p. 112) lower creativity. TRUE


113) Employees have lower affective commitment when they are offered stable, long-term 65. (p. 113) employment. FALSE


114) Stress is an adaptive response to a situation that is perceived as challenging or 66. (p. 114) threatening to the person's wellbeing. TRUE


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114) Stress refers to any environmental conditions that cause someone to suffer or 67. (p. 114) experience fear. FALSE


114) Everyone needs some level of stress to survive. 68. (p. 114) TRUE


114) Eustress refers to the short-term causes of stress, whereas distress refers to long-term 69. (p. 114) causes. FALSE


114-115) The general adaptation syndrome describes the consequences of stress. 70. (p. 114-115) FALSE


115-116) There are three stages in the job burnout 71. (p. 115-116) burnou t process. TRUE


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116) The job burnout process occurs in the following sequence: (1) reduced efficacy, (2) 72. (p. 116) emotional exhaustion and (3) higher blood pressure. FALSE

AACSB: 3 BT: Knowledge Difficulty: Difficult

116) Sexual harassment is a type of stressor. 73. (p. 116) TRUE


118) Social support helps employees to manage stress by increasing their self-esteem. 74. (p. 118) TRUE


119) Job sharing and telework are usually considered ways to reduce stress through 75. (p. 119) work/life balance. TRUE


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Chapter Chapter 04 - Workplace Workplace Emotions, Emotions, Attitudes Attitudes and Stress Stress Multiple Choice Questions

(p. 98) 98) Emotions are defined as: 76. (p. A. feelings that are not directed towards anything in particular. B. our judgments about what is right or wrong. C. our intentions to act towards the attitude object. D. the cluster of beliefs, assessed feelings and behavioral intentions towards an attitude object. E. none of the above.


(p. 98) 98) Which of the following statements about emotions is FALSE? 77. (p. A. We continuously experience an emotion for days or weeks at a time. B. We experience emotions psychologically. C. We experience emotions physiologically. D. Emotions create a state of readiness. E. Emotions are directed toward someone or something.


98-99) Emotions have what effect on us? 78. (p. 98-99) A. They make us aware of o f events that possibly affect our important goals. B. They put us into a state of readiness. C. They provide a communication to us about the presence of relevant events in the external environment. D. All of the above. E. Only 'A' and 'C'.


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68) Anger, fear, joy and sadness represent: 79. (p. 99, 68) A. beliefs A. beliefs that influence our attitudes towards something or someone. B. the first four stages of emotional labor. C. types of emotions. D. four dimensions of job satisfaction. E. both E. both 'A' and 'C'.


(p. 99) 99) Which of the following is NOT usually identified as a category of emotions? 80. (p. A. Perceived B. Excited C. Fearful D. Relaxed E. Gloomy


100) The difference between emotions and attitudes is comparable to the difference 81. (p. 100) between: A. eating something versus drinking something. B. experiencing something versus judging something. C. perceiving C. perceiving something versus behaving toward something. D. knowing about something versus doing something. E. there is no difference between emotions and attitudes; they are the same thing.

AACSB: 3 BT: Comprehension Difficulty: Difficult

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100) Beliefs, feelings, 82. (p. 100) feelings, and behavioral intentions are components of: A. attitudes. B. the EVLN model. C. organizational commitment. D. emotions. E. the psychological contract.


100) Which of the following best represents the most common linkage between attitudes 83. (p. 100) and behavior? A. Intentions->feelings->beliefs->behavior. B. Behavior->job satisfaction->cognitive dissonance->organizational commitment. C. Beliefs->feelings->intentions->behavior. D. Cognitive dissonance->behavioral intentions->job satisfaction->behavior. E. Behavior->feelings->intentions->beliefs.


100) In the model of emotions, attitudes, and behavior, feelings are directly influenced by: 84. (p. 100) A. behavioral A. behavioral intentions. B. emotions. C. beliefs. C. beliefs. D. all of the above. E. only 'B' and 'C'.

AACSB: 3 BT: Comprehension Difficulty: Difficult

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100) Which of these statements represents the feelings dimension of attitudes? 85. (p. 100) A. I don't like how my boss treats his employees. B. I want to transfer out of this department to get away from this manager. C. My supervisor barks at his employees in public. D. I intend to tell the human resource manager that my supervisor should be demoted. E. All of the above statements represent the feeling dimension of attitudes.


101) After working weeks on a difficult proposal for a client, Jack learns that the client has 86. (p. 101) accepted the proposal and will award the contract to Jack's firm. Upon hearing this from his boss, Jack yelps yelps 'Yahoo!' and automatically thrusts his fisted hand in the air. This action is most likely an example of: A. perceptions A. perceptions directly influencing beliefs. B. behavioral B. behavioral intentions directly influencing behavior. C. emotions directly influencing feelings. D. beliefs D. beliefs directly influencing feelings. E. emotions directly influencing behavior.


102) The uncomfortable tension felt when our behavior and attitudes are inconsistent with 87. (p. 102) each other is called: A. cognitive distance. B. emotional intelligence. C. cognitive justification. D. cognitive dissonance. E. neglect.


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103) Which of these jobs would normally require emotional labor? 88. (p. 103) A. Bank teller B. Bill collector C. Funeral director D. Disney World employee dressed up as Mickey Mouse E. All of the above


103) Emotional labor is defined as any situation in which: 89. (p. 103) A. you get upset with customers at times when you are supposed to remain calm. B. you begin to feel burned out from facing too many customers in one day. C. you don't realize that your emotions are causin g you to act differently toward someone than you had intended. D. all of the above are part of the emotional labor definition. E. none of the above represents the emotional labor definition.


103) Emotional labor refers to: 90. (p. 103) A. the effort, planning, and control needed to express organizationally desired emotions during interpersonal transactions. B. the tendency to change our attitudes so they become more consistent with our behaviors. C. a person's evaluation of the job and work context. D. a person's emotional attachment to identification with, and involvement in a particular organization. E. None E. None of the above defines emotional labor.


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103) Which of these statements about emotional labor is FALSE? 91. (p. 103) A. Most jobs involving customer service require some degree of emotional labor. B. Research indicates that emotional display rules and standards a re very similar around the world. C. Emotional labor increases with the extent to which employees must abide by emotional display rules. D. In spite of the presence of emotional display display rules, it is very difficult to hide our true emotions. E. Display rules are norms requiring employees to display ce rtain emotions and withholding others.


104) Which of these countries is more likely to accept or tolerate, than any other country, 92. (p. 104) people who display their true emotions at work? A. The U.S.A. B. Japan C. France D. Italy E. Korea


104) Emotional 93. (p. 104) Emotional dissonance dissonance is: is: A. the emotion people experience when they are dissatisfied with their paycheck. B. a significant cause of stress and job burnout. C. present C. present whenever emotional labor is not required in the job. D. the main source of ethical conduct in organizational settings. E. both E. both 'A' and 'D'.


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105) Emotional dissonance occurs when: 94. (p. 105) A. there are no known emotional e motional display rules for a particular situation. B. we experience conflict between the required emotions and our true emotions. C. we work with someone who has high emotional intelligence. D. job D. job satisfaction is at the same level as organizational commitment. E. either 'A' or 'C' occurs.


105) ________ involves modifying behavior to be consistent with required emotions but 95. (p. 105) continuing to hold different internal feelings. A. Surface acting B. EI C. EVLN model D. Deep acting E. both 'A' and 'D'


105) ________ involves changing true emotions to match the required emotions. 96. (p. 105) A. Surface acting B. EI C. EVLN model D. Deep acting E. both E. both 'A' and 'D'


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105) The ability to perceive and express emotion, assimilate emotion in thought, 97. (p. 105) understand and reason with emotion, and regulate emotion in oneself and others is called: A. emotional intelligence. B. emotional labor. C. cognitive dissonance. D. positive D. positive affectivity. E. job E. job satisfaction.


105) Emotional intelligence is best described as: 98. (p. 105) A. a personality trait. B. a set of abilities. C. a form of organizational commitment. D. an action-tendency indicating that the person is highly motivated. E. a form of empathy.


105) Social awareness, self-management, and relationship management are three elements 99. (p. 105) of: A. affective commitment. B. emotional labor. C. emotional intelligence. D. continuance commitment. E. the affect circumplex model of emotions.


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106) Emotional intelligence includes the ability to: 100. (p. 106) A. stifle impulses. B. manage the emotions of other people. C. understand and be sensitive sensitive to the feelings of others. D. do all of the above. E. do 'B' and 'C' only.


106) The highest level of emotional intelligence is: 101. (p. 106) A. social awareness. B. self-management. C. organizational comprehension. D. self-awareness. E. None of the above.


106) Relationship management is: 102. (p. 106) A. a negative, highly activated emotion. B. one of three types of organizational commitment. C. an outcome of emotional dissonance. D. the highest level of emotional intelligence. E. the opposite of employability the psychological contract.


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106) Self-awareness is the _________ level of _________. 103. (p. 106) A. lowest, emotional intelligence B. highest, emotional labor C. highest, emotional intelligence D. highest, continuance commitment E. lowest, affective commitment


106) The competency most strongly associated with social awareness is: 104. (p. 106) A. conflict management. B. empathy. C. organizational comprehension. D. self-management. E. None E. None of the above.


106) Inspiring others, managing conflict, and developing others' capabilities are: 105. (p. 106) A. required in all psychological contracts. B. competencies representing the highest level of emotional intelligence. C. elements of the affect circumplex model. D. three of the main causes of continuance commitment. E. three categories in the exit-voice-loyalty-neglect (EVLN) model.


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106) Your boss is usually able to calm employees 106. (p. 106) employe es when they are upset and to get staff enthusiastic about an otherwise mundane activity. This ability probably means that your boss has: A. the highest level of emotional intelligence. B. the highest level of negative affectivity. C. a high degree of continuance commitment. D. all of the above. E. both E. both "A" and "C".


108) A person's evaluation of his or her job is called: 107. (p. 108) A. job satisfaction. B. emotional intelligence. C. affective commitment. D. cognitive dissonance. E. emotions.


108) By asking a single direct question (such as "How satisfied are you with your job?"), 108. (p. 108) job satisfaction surveys tend to: A. underestimate the true level of job satisfaction among employees. B. measure organizational commitment rather than job satisfaction. C. overestimate the true level of job satisfaction among employees. D. confuse people who are completing the survey. E. provide E. provide a better estimate of job satisfaction than if the survey asked several questions.


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108) In national polls, ______ percent of Americans have been satisfied with their jobs for 109. (p. 108) the past decade or more. A. about 50 B. less than 25 C. about 30-40 D. more than 85 E. nearly 100


109) The exit-voice-loyalty-neglect (EVLN) model: 110. (p. 109) A. outlines the four consequences of emotional intelligence. B. identifies the four ways to manage employee emotions. C. explains why the psychological contract differs d iffers between employees and their employers. D. is a template for organizing and understanding the consequences of job dissatisfaction. E. explains the main differences between affective commitment and continuance commitment.


110) Kumar is unhappy about his work and his supervisor, so he has started to pay less 111. (p. 110) attention to the quality of his work. He also arrives late for work and generally gen erally puts less effort into his work. This information suggests that Kumar's main reaction to job dissatisfaction is: A. exit. B. voice. C. commitment. D. loyalty. E. neglect.


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110) Shawna is dissatisfied with her boss for not supporting her work or recognizing her 112. (p. 110) job performance. In spite of these problems, Shawna does not complain and does not intend to move elsewhere. Instead, she maintains her leve l of work effort and hopes the company will eventually correct these problems. According to the EVLN model, Shawna is mainly engaging in: A. exit. B. voice. C. employability. D. loyalty. E. neglect.

AACSB: 3 BT: Application Difficulty: Easy

110) According to the EVLN model, people who are dissatisfied with their jobs might: 113. (p. 110) A. quit. B. complain about the dissatisfying aspects of their jobs. C. increase increase their absenteeism absenteeism from work. D. keep quiet and hope the sources of job dissatisfaction are eventually corrected. E. do all of the above.


110-111) Which of the following statements about job satisfaction and job performance is 114. (p. 110-111) TRUE? A. Employees who are dissatisfied with their jobs never have high job performance. B. Job satisfaction has almost no effect on job pe rformance. C. Employees who are satisfied with their jobs tend to have somewhat higher job performance. D. Happy workers are less productive workers. E. High-performing employees have higher job satisfaction only after they have received a financial reward for performing their jobs well.


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110) Organizational behavior scholars have concluded that: 115. (p. 110) A. as job performance increases, job satisfaction decreases. B. job B. job performance is the best predictor of job satisfaction. C. job C. job satisfaction is unrelated to job performance. D. people with higher job satisfaction tend to have higher job performance. E. both E. both 'A' and 'B' are true.


111) Which of these statements about job satisfaction and cu stomer satisfaction is 116. (p. 111) TRUE? A. Employees with higher job satisfaction tend to give poorer customer service. B. Satisfied employees have a more positive mood, which communicates friendliness to customers. C. Satisfied employees are less likely to quit, so customers receive more consistent and familiar service. D. Satisfied employees are more likely to engag e in "neglect", so customers receive poorer p oorer service from these employees. E. Both 'B' and 'C' are true.


111) When employees have higher job satisfaction they tend to: 117. (p. 111) A. provide A. provide friendlier service to customers. B. get angry at customers more often than when they are dissatisfied with their jobs. C. provide C. provide the same quality of customer service as when they were dissatisfied with their jobs. jobs. D. provide D. provide more consistent consistent service to customers because of their longer employment in the job. E. do both 'A' and 'D'.


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112) Employees who stay with an organization mainly becau se they believe it will cost 118. (p. 112) co st them financially to leave, likely have: A. high continuance commitment. B. high emotional intelligence. C. high affective commitment. D. all of the above. E. none of the above.


112) The concept of affective organizational commitment includes: 119. (p. 112) A. an emotional attachment to the organization. B. an identification with the organization. C. an involvement with the organization. D. all of the above. E. none of the above.


112) Employees with an emotional attachment to, iden tification with, and involvement in 120. (p. 112) a particular organization are said to have: A. a high level of pay satisfaction. B. extreme emotional dissonance. C. a low level of emotional activation. D. a high level of continuance commitment. E. none of the above.


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112) Employees with strong organizational commitment are more likely to: 121. (p. 112) A. engage in organizational citizenship behaviors. B. steal from their employer. C. show up late for work. D. quit their jobs. E. all of the above.


112) Which of the following tends to occur when organizations use golden h andcuffs and 122. (p. 112) other financial incentives to prevent dissatisfied employees from quitting? A. Employees increase their level of affective commitment. B. Employees increase their level of continuance commitment. C. Employees increase their level of job satisfaction. D. Employees decrease their level of emotional intelligence. E. Employees decrease their level of continuance commitment.


112) Which of the following tends to result in increased continuance commitment? 123. (p. 112) A. Corporate leaders demonstrate increasing trust in employees. B. The company helps employees learn more about the organization through departmental visits and special seminars on company products. loans and other incentives from their employer that make it C. Employees receive low interest loans costly for them to quit. D. The company introduces a no-layoff policy. E. All of the above increase continuance commitment.


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113) Employee involvement tends to increase: 124. (p. 113) A. affective commitment. B. cognitive dissonance. C. continuance commitment. D. All of the above. E. None E. None of the above.


113) ________ is a psychological state comprising the intention to accept vulnerability 125. (p. 113) based upon positive expectations of the intent or behavior of other person. A. Surface acting B. Trust C. Cognitive dissonance D. Deep acting E. General adaptation syndrome


113) All of these are prominent strategies for building organizational commitment 126. (p. 113) EXCEPT A. justice A. justice and support. B. shared values. C. trust. D. outsourcing. E. organizational comprehension.


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114) The adaptive response to a situation that 127. (p. 114) that is perceived as challenging or threatening to the person's well-being is called: A. self-leadership. B. job B. job burnout. C. eustress. D. workaholism. E. stress.


114) Stress is best described as: 128. (p. 114) A. the physiological disorders we experience from adve rse environmental conditions. B. an adaptive response to a situation that is perceived as challenging or threatening to the person's wellbeing. C. a series of events that cause emotional exhaustion e xhaustion and cynicism towards customers. D. environmental conditions that place a physical or emotional demand on the person. E. a behavior pattern of people peop le with low risk of heart disease.


114) Which of the following statements 129. (p. 114) statements about stress is FALSE? A. Employees are the most productive when they experience no stress. B. Stress is caused by stressors. C. Two people located in the same work environment might experience different levels of stress. D. The general adaptation syndrome describes d escribes the stress experience. E. Continued exposure to very high stress levels may lead to permanent physiological and psychological damage.


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114) The stress experience in moderation is known as: 130. (p. 114) A. distress. B. burnout. B. burnout. C. the general adaptation syndrome. D. eustress. E. Type A behavior pattern.


118) Providing childcare support and offering employees flexible work hours have what 131. (p. 118) effect on work-related stress? A. They help employees to learn how to cope with the consequences of stress. B. They help employees to control the consequences of stress. C. They remove stressors from the workplace. D. All of the above. E. They have no known effect on work-related stress.


118) Which of these stress management activities helps employees to improve their 132. (p. 118) perceived ability to cope with the stressor AND possibly remove the stressor? stressor? A. Telecommuting B. Social support C. Meditation D. Siestas E. Fitness programs


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118) Workaholism includes the three dimensions of: 133. (p. 118) A. efficacy, cynicism, and emotional exhaustion. B. work involvement, compulsion to work, and low enjoyment of work. C. alarm reaction, resistance, exhaustion. D. time, strain, and role. E. cynicism, drive to succeed, and resistance.


119) Which of these is considered a work/life balance initiative to minimize stress? 134. (p. 119) A. Flexible work time B. Job sharing C. Teleworking D. Childcare facilities E. All of these statements describe a family-friendly or work/life initiative to minimize stress


120) Which of the following reduces stress by withdrawing from the stressor? 135. (p. 120) A. Coffee breaks B. Sabbaticals C. Vacations D. All of the above are ways to reduce stress by withdrawing from the stressor. E. None E. None of these are ways to reduce stress by withdrawing from the stressor.


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121) To ward off stress, a film director likes to have a good laugh. When under pressure, 136. (p. 121) the director will crack jokes and ensure everyone has a good laugh during the hard work. These actions mainly reduce stress: A. by A. by removing the stressor. B. by B. by providing social support. C. by changing stress perceptions. D. by D. by controlling the consequences of stress. E. in none of the ways stated here.


121) Self-reinforcement can potentially minimize stress by: 137. (p. 121) A. removing people from stressors. B. helping employees to temporarily remove themselves from the stressor. C. helping employees to control the consequences of stress. D. helping employees to develop more favorable perceptions of the stressors. E. Self-leadership has no known effect on work-related stress.


121) Employee wellness programs help employees to reduce stress by: 138. (p. 121) A. teaching them how to adopt more effective coping mechanisms. B. helping employees to understand that stress cannot be reduced in most cases. C. removing the stressors that cause the high stress. D. doing all of the above. E. doing none of the above.


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Chapter Chapter 04 - Workplace Workplace Emotions, Emotions, Attitudes Attitudes and Stress Stress Essay Questions

100) Tai was overjoyed when she learned that 139. (p. 100) tha t she would be promoted to a position with higher responsibility and pay. However, even before hearing about the promotion, she believed that the regional manager who made the promotion decision was fair-minded. Use the emotions, attitudes, and behavior model to explain how Tai's emotions and beliefs influence her positive feelings feelings towards the regional manager. manager.

To answer this question, students should perhaps draw the emotions, attitude, and behavior model to show how emotions and beliefs relate to feelings. Generally, students must separately describe how beliefs and emotions influence feelings in the model. With respect to emotions, Tai felt joy towards her a nnounced promotion and clearly attributed this emotion to her regional manager. According to the model, Tai developed a positive assessment of her regional manager (a positive feeling) from the joyous emotion that she experienced. She probably also developed this positive feeling from other emotions experienced when she saw other actions representing fair-mindedness. According to the attitude model, Tai Ta i probably also developed positive feelings towards the regional manager through her beliefs. For example, she may have observed actions by the manager that she believed were fair-minded, and thereb y developed a belief that the manager is fair-minded. Her positive feelings towards fair-mindedness are then carried over to her feelings towards the regional manager.

AACSB: 1, 3, 6 BT: Comprehension Difficulty: Medium

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100) Three employees believe that their pay is too low. One of them quits, the second 140. (p. 100) secon d complains to management about the low pay, and the third does nothing. Explain why these employees engaged in different behaviors even though they held the same beliefs about their pay checks.

(Note: This question is rated as 'Difficult' because some of the points in this answer are not explicitly described in the textbook. However, more advanced students should be able to infer the answer through logic and available information on this topic.) To answer this question, we must consider the emotions, attitudes, and behavior model as well as the contingencies that redirect individuals at each link in the model. First, while three people may hold the same beliefs about abou t the attitude object, their feelings towards the cha racteristic of that belief may differ. In our incident, the two employees who complained and quit probably have a very strong positive feelings towards a high pay checks (or, conversely, a negative feeling towards a low pay checks) whereas the third person might have more neutral or less intense feelings about pay. The result is that the three people may develop different degrees of dissatisfaction with the pay they receive. Even if all three people developed the same feelings towards pay, they may develop different intentions. Behavioral intentions intentions are formed from past experiences. The person who complained may have found this to be b e a better strategy than simply quitting, whereas the person who quit may have had an unsatisfactory past experience with trying to change an ything in the company. The employee who did nothing may have found it mor more e palatable to simply withdraw from the situation (neglect in the EVLN model) or change the comparison other if the perceived low pay level is based on an equity comparison process. Finally, people with the same beliefs, beliefs, feelings and intentions may act differently due to unique situational factors. For example, all three people may have intended to quit their jobs, but only one (the employee who actually did quit) was given a satisfactory job offer elsewhere. The person who complained and the person who did nothing may have searched for employment elsewhere but found no suitable job offers.

AACSB: 1, 3, 6 BT: Application Difficulty: Difficult

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100-101) Advanced Photonics Ltd (APL) is a large developer of laser technologies. 141. (p. 100-101) Competitive pressures as well as the speed of ne w developments in the industry have made some employees tense and somewhat dissatisfied with their work at APL. To improve employee attitudes, the vice-president has established a 'fun week' where employee teams find and implement various ways to have fun on this job. APL has also brought in a comedy team for the week to entertain employees and coach them on having more fun. Use your knowledge of workplace emotions and attitudes to explain the implications of a fun week on employee attitudes.

To answer this question, students should refer to the emotions, attitudes, and behavior model presented in the textbook. They should also distinguish between employee attitudes towards their work and the concept of 'emotions' which the fun week is trying to develop. Students should also explain that the fun week might not create positive emotions if employees interpret the events the wrong way. The emotions (both positive and negative) developed from the fun week would have a direct effect on employee feelings towards the organization. For example, if many employees laugh a lot at the comedy team and the antics of other employee teams, then these emotions will create positive feelings towards the workplace. However, feelings are also influenced by beliefs. If employees believe that they are overworked, for instance, then feelings towards the organization might still be negative. Some students might also explain that emotions have a direct effect on behavior. However, it isn't clear what type of spontaneous behavior would result from the fun week.


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102) Explain how an employee's attitudes might be affected by cognitive dissonance. 142. (p. 102)

Cognitive dissonance is the uncomfortable tension that people feel when they have engaged in a behavior that is inconsistent with their beliefs, feelings and intentions. intentions. Attitudes affect cognitive dissonance in the sense that this dissonance is formed from the conflict between attitudes and past behaviors. behav iors. Attitudes also play a central role in reducing cognitive dissonance. Specifically, when the behavior cannot be changed or denied, then we tend to adjust our attitudes to fit the previous p revious behavior pattern. For example, if we did something to support the organization, we might develop more favorable beliefs, feelings and intentions towards the company.

AACSB: 1, 3 BT: Knowledge Difficulty: Easy

112) Identify and explain two reasons why emplo yee involvement tends to increase 143. (p. 112) organizational commitment.

One reason why employee involvement increases organizational commitment is that it demonstrates the company's (i.e. senior management's) trust in its employees. This evidence of trust is important because trust directly strengthens loyalty. The other reason why employee involvement increases loyalty is because employees feel part of the organization when they make decisions that guide the organization's future. Through participation, employees begin to see how the organization is a reflection of their decisions.

AACSB: 1, 3 BT: Knowledge Difficulty: Easy

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113) You are a senior executive in a large pharmaceutical firm and have just hired a 144. (p. 113) chemist who is recognized as a 'rising star' in the industry. Your organization has spent a lot of money recruiting this person and hopes that the chemist will stay with this firm for many years. However, as with many scientists, the new h ire seems to have very little loyalty to or or identification with any firm. Explain in detail (with action p lan examples pertaining to this incident) four (4) strategies that would try to increase this employee's loyalty to this organization.

Some students will try to discuss the use of 'golden handcuff' incentives to tie the person to the organization through continuance commitment. Although this is a form of commitment, it is not usually considered part of the meaning of 'loyalty'. Moreover, there are negative consequences of building continuance commitment rather than affective commitment. The preferred answer to this question is to de scribe and apply any four of o f the strategies listed below. These actions build affective commitment. Fairness and support. The company would ensure that it provides a clear understanding of the psychological contract and fulfills those contractual arrangements. It would also support the employee, such as with work/life balance and time off for pressing family needs. Shared values. Although not likely possible to alter the values of this person, the company might eventually shifts its dominant values to become more compatible with those of the employee. Trust. The company might give the chemist certain privileges that show its trust in the employee which, in turn, strengthens the chemist's loyalty to the firm. Organizational comprehension. The chemist might feel more loyalty to the firm by learning more about the different parts of the company, being kept informed of organizational changes, and by developing a better understanding of the company's past and future directions. Employee involvement. The chemist might build more loyalty to the firm by being involved in important organizational decisions.

AACSB: 1, 3, 6 BT: Application Difficulty: Medium

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114) Comment on the accuracy of the following statement: "Stress is best described as a 145. (p. 114) working condition that hurts employee job performance".

The statement is incorrect in two ways. First, stress is an adaptive response to a situation that is perceived as challenging or threatening to the person's well-being. In other words, it is the physiological and psychological reaction within the individual as described by the general adaptation syndrome. Working conditions that cau se stress are known as stressors. They do not represent the stress itself. Second, stress is not always negative. In fact, a low stress level (known as eustress) is a necessary condition of life. People need stress to activate and motivate them to achieve goals and succeed in life's challenges.


115) Jake tells you that he is feeling very 146. (p. 115) v ery stressed. Based on your knowledge of the general adaptation syndrome, what information would you ask for or look for to determine what stage of stress Jake is experiencing?

This question asks students to describe the three stages of the gen eral adaptation syndrome in a way that diagnoses Jake's perception of stress. To answer the question, students must identify the main features of each stage of the general adaptation syndrome: Alarm reaction. This stage is apparent because Jake would experience increased respiration rate, blood pressure, heartbeat, muscle tension and other physiological responses. The person's survival capabilities are temporarily reduced. Shock may occur in extreme circumstances. He would likely also be able to identify perceived threats or challenges in h is life. Resistance. This stage is apparent from various biochemical, p sychological and behavioral conditions. One of these is a higher level of adrenalin. Jake would also be taking behavioral actions to defend against the threats or challenges. Exhaustion. At this stage, Jake would experience varying levels of exhaustion. He may also experience psychological and/or physiological problems described in the consequences of stress section of this chapter (e.g. ranging from a short temper to heart disease).

AACSB: 1, 3, 6 BT: Application Difficulty: Medium

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115-116) The Director of Nursing at Smalltown General Hospital claims that several nurses 147. (p. 115-116) are experiencing job burnout. Describe the three components of job burnout that should be evident from these nurses. Your description of each component should include an example related to nursing. Also, briefly identify two possible characteristics of nursing that might have contributed to this job burnout.

Job burnout is due to interpersonal and role-related stressors. Thus, burnout may be due to the fact that nurses must endure irate patients, ineffective managemen t and related interpersonal stressors. With respect to role-related stressors, they might experience role conflict (such as following a doctor's orders that the nurse disagrees with), role a mbiguity (such as uncertainty over which of two doctors have primary authority over a patient) or work overload. The three components of job burnout are emotional exhaustion, cynicism and reduced efficacy. Emotional exhaustion represents the first stage and is characterized by a lack of energy and a feeling that one's emotional resources are depleted. For example, nurses with job burnout no longer feel able to give as much support and caring to patients. Cynicism follows emotional exhaustion and is identified by the treatment of others as objects rather than people. Burned out employees become emotionally detached from clients and cynical about the organization. For example, a burned out nurse might coldly label a patient as 'the kidney in room 307'. Cynicism is also apparent when employees strictly follow rules and regulations rather than trying to understand the client's needs and search for a mutually acceptable solution. Thus, a nurse nu rse might follow a doctor's orders closely rather than being flexible enough for the patient's needs. Reduced efficacy, the final component of job burnout, refers to the decline in one's feelings of competence and success and is observed by feelings of diminished competency (self-efficacy). For example, nurses who feel job burnout no longer believe that their e fforts make a difference. They doubt their ability and competence at work.


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116) Some jobs are considered more stressful than others. Describe what this really means 148. (p. 116) and give two reasons why someone in a 'high-stress' job might experience less stress than another person in a 'low-stress' job two types of behavior modification interventions that might change employee behavior in this situation.

Jobs are more stressful if they have more stressors than other jobs. Howev er, this does not necessarily mean that all people in high-stress jobs experience more stress than people in lower-stress jobs. One problem with rating the stress of occupations is that task characteristics and job environments differ considerably for the same job in d ifferent organizations and societies. A police officer's job may be less stressful in in a small town, for instance, than in a large city city where crime rates are higher and the organizational hierarchy is more formal. Another problem with identifying a job as 'high stress' is that a job with many stressors may be stressful to one person and create ver y little stress to another. In this respect, we must be careful not to conclude that p eople in high-stress occupations actually experience highe r stress than people in other occupations. They are exposed to more serious stressors, but careful selection and training can result in stress levels no different from those experienced by people in other jobs.


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121) Head-office employees at Acme Widgets have had heavy workloads over the past 149. (p. 121) year, due mainly to downsizing and increased demand for widgets. Acme's CEO wants to introduce a stress management program that would control the consequences of this stress. Describe three types of stress management programs that would help employees to cope more effectively with the physiological and/or psychological consequences of stress. Your answer should also briefly state the specific benefits that each type of program provides.

The textbook describes three general types of activities that potentially control the consequences of stress. These include relaxation and meditation programs, fitness and lifestyle programs, and employee counseling programs. Students should describe all three types to answer this question. However, the instructor may allow an swers that treat each specific program as a separate type (e.g. fitness different from lifestyle). lifestyle). Relaxation and meditation programs. Relaxation and meditation programs help employees to adjust their physiological response to the stressor and stress perception. In relaxation training, the objective is to achieve a relaxation response in which heart rate, blood pressure, muscle tension and breathing rate decrease. Relaxation and meditation programs are effective in reducing blood-pressure levels, muscle tension and breathing rate. Fitness and wellness programs. Corporate fitness programs help employees to lower their respiration, muscle tension, heartbeat and stomach acidity, thereby reducing the physiological consequences of stress. Wellness programs train employees and reinforce their be havior in better nutrition and fitness, regular sleep and other good health habits. Employee counseling. Many organizations have introduced employee assistance programs (EAPs) to help employees with stressful life experiences and to overcome ineffective coping mechanisms such as alcoholism. Broad-brush programs counsel employees on most work or personal problems. They often help employees to overcome dysfunctional stress coping strategies, such as alcoholism.


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org behavior ch 4

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