Which of the following best describes the difference between emotional labor and emotionaldissonance?
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Jeff was recently hired as a flight attendant. He is expected to use both mind and body to be
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Which of the following best describes affective events theory?
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Employees are emotionally affected by incidents that occur at work. What theory supports the
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Amber noticed that one of her employees, Ahmed, was increasingly short-tempered at work anddidn't seem to enjoy his job as much as he used to. After watching Ahmed for a few weeks,Amber realized that a change in the way that Ahmed was receiving critical information wasleading to frustration and anger. Amber decided to sit down with Ahmed and work through someideas to reduce his frustration. Amber's ability to recognize these emotions in Ahmed is anexample of __________________.
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Several studies have indicated that _____________ plays an important role in job performance.
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Although EI has been shown by researchers to lead to improved workplace performance, the useof EI testing is not recommended during the selection process because ________________.
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Teresa is acutely aware of her own emotions and has invested considerable time in learning toread the emotions of others. She has also become adept at understanding the meaning ofemotions and how she can best regulate her own emotions. Teresa's manager has noticed on morethan one occasion that Teresa is very skilled in understanding why she is angry and how toexpress herself without violating any organizational norms. Teresa's manager has determined thatTeresa has a high level of _____________.
Organizational Behavior, 15e (Robbins/Judge)
Chapter 4 Emotions and Moods
1) Which of the following is a generic term that covers a broad range of feelings that people experience?
A) affect
B) knowledge
C) insight
D) attention
E) cognition
Answer: A
Explanation: A) Affect is a generic term that covers a broad range of feelings people experience,
including both emotions and moods. Emotions are intense feelings directed at someone or something.
Moods are less intense feelings than emotions and often, though not always, lack a contextual stimulus.
Page Ref: 98
LO: 1
Difficulty: Easy
Quest. Category: Concept
2) Which of the following is a characteristic of emotions?
A) Emotions are reactions to a person or event.
B) Emotions last for a longer time period than moods.
C) Emotions are never action-oriented in nature.
D) Emotions lack a contextual stimulus.
E) Emotions involve less intense feelings than moods.
Answer: A
Explanation: A) Emotions are intense feelings that are directed at someone or something. Emotions are
reactions to a person. For instance, seeing a friend at work may make one feel glad or an event dealing
with a rude client may make one feel angry.
Page Ref: 98
LO: 1
Difficulty: Easy
Quest. Category: Concept
Learning Outcome: Discuss the importance of individual moods and emotions in the workplace
3) Which of the following terms best describes an intense feeling directed at someone or something?
A) perception
B) cognition
C) mood
D) reasoning
E) emotion
Answer: E
Explanation: E) Emotions are intense feelings that are directed at someone or something. Emotions are
reactions to a person. For instance, seeing a friend at work may make one feel glad or an event dealing
with a rude client may make one feel angry.
Page Ref: 98
LO: 1
Difficulty: Easy
Quest. Category: Concept
Learning Outcome: Discuss the importance of individual moods and emotions in the workplace
1
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