Question 1

Ben is prone to experiencing emotions in a much stronger manner than most other people. Events that don't provoke any significant emotional response in the average person often send him into fits of happiness, anger, or depression. Ben has a high level of ________.

Accepted Answer

A)   emotional dissonance
B)   negative affect
C)   emotional intelligence
D)   positive affect
E)   affect intensityF) D) and E)
G) A) and D)

Question 2

Which of the following statements is true regarding the effects of moods and emotions on decision making?

Accepted Answer

A)   OB researchers are increasingly finding that moods and emotions do not affect decision making.
B)   People in good moods or experiencing positive emotions are less likely than others to use heuristics, or rules of thumb.
C)   Positive emotions tend to diminish problem-solving skills.
D)   Evidence suggests that depressed people make better decisions.
E)   Depressed people tend to weigh all possible options rather than the most likely ones.F) B) and D)
G) A) and E)

Question 3

Emotional intelligence (EI)  is a concept that ________.

Accepted Answer

A)   can be measured easily
B)   is moderately correlated with job performance
C)   is not related to personality and intelligence
D)   indicates mathematical aptitude of an individual
E)   is not genetically influencedF) B) and E)
G) A) and C)

Question 4

Whether a candidate has high emotional intelligence would not be a significant factor when considering candidates for the job of a(n)  ________.

Accepted Answer

A)   interviewer who assesses candidates in an employment agency
B)   engineer heading a team designing a complex software/hardware interface
C)   meeting planner who must set up meetings for candidates around the world
D)   copy-editor who seeks out spelling errors and grammatical mistakes in manuscripts
E)   realtor arranging sales between homeowners and potential buyersF) C) and D)
G) B) and C)

Question 5

Men tend to hold on to emotions longer than women.

Accepted Answer

A) True 
 B)False

Question 6

If an employee expresses organizationally desired emotions during interpersonal transactions (irrespective of his true emotions) , then it is known as ________.

Accepted Answer

A)   emotional labor
B)   negative affect
C)   positive affect
D)   emotional intelligence
E)   devianceF) None of the above
G) A) and D)

Question 7

Julia is highly aware of her own and other's emotions. She is good at reading emotional cues and knows how to express her emotions without violating organizational norms. This information indicates that Julia has ________.

Accepted Answer

A)   low cognitive dissonance
B)   low self-esteem
C)   low emotional dissonance
D)   high emotional intelligence
E)   high job satisfactionF) A) and B)
G) A) and C)

Question 8

Emotions are critical to rational thinking.

Accepted Answer

A) True 
 B)False

Question 9

Stress typically has a negative effect on mood.

Accepted Answer

A) True 
 B)False

Question 10

Which of the following is a generic term that covers a broad range of feelings that people experience?

Accepted Answer

A)   affect
B)   emotions
C)   moods
D)   emotional labor
E)   cognitionF) A) and B)
G) A) and E)

Question 11

Which of the following activities is most strongly associated with increase in positive mood?

Accepted Answer

A)   watching TV
B)   playing videogames
C)   reading a book
D)   going to a party
E)   surfing the InternetF) A) and C)
G) A) and B)

Question 12

On which of the following days do people tend to be in their best moods?

Accepted Answer

A)   Monday
B)   Tuesday
C)   Wednesday
D)   Saturday
E)   SundayF) B) and E)
G) A) and E)

Question 13

Which of the following statements is true regarding negotiation?

Accepted Answer

A)   A lack of emotion improves performance during negotiation.
B)   Feeling bad about your performance in a negotiation is likely to improve future performance.
C)   Displaying negative emotions, such as anger, is ineffective.
D)   Feeling bad about your performance appears to innervate future negotiations.
E)   A negative emotional state enhances performance.F) A) and B)
G) D) and E)

Question 14

Zach is a pharmaceutical sales representative and must put on a smile everyday at work with his clients. Discuss the emotional labor experienced by Zach. Explain the significance of emotional intelligence demanded of Zach in order to be successful, and how he applies his emotions and moods in his job.

Accepted Answer

Zach has to engage in surface acting on ...

Question 15

Discuss the emotional labor experienced by a customer service executive. Explain how a worker's emotional state can affect customer service and customers.

Accepted Answer

Most jobs require emotional labor an emp...

Question 16

Which of the following statements is true regarding deep acting?

Accepted Answer

A)   Deep acting is hiding inner feelings and forgoing emotional expressions in response to display rules.
B)   A worker who smiles at a customer even when he doesn't feel like it is deep acting.
C)   Deep acting deals with displayed emotions as opposed to surface acting.
D)   A health care provider trying to genuinely feel more empathy for her patients is deep acting.
E)   Research shows surface acting is less stressful to employees than deep acting.F) All of the above
G) A) and E)

Question 17

Which of the following is an example of deep acting?

Accepted Answer

A)   Sonora smiles at her cubicle neighbor when she walks by even though his behavior annoys her.
B)   Andy tells his employee that he isn't doing a good job and that he needs to shape up.
C)   Liz is worried about her sick dog, but makes her morning sales calls with a smile.
D)   David invites a co-worker that he doesn't like to lunch, in the hope of getting to know him better.
E)   Javier is angry at his boss so he calls in sick on Friday, the day the project is due, to get back at him.F) A) and B)
G) A) and C)

Question 18

Relaxation is a pure marker of high positive affect.

Accepted Answer

A) True 
 B)False

Question 19

Emotions that are organizationally required and considered appropriate in a given job are termed displayed emotions.

Accepted Answer

A) True 
 B)False

Question 20

Which of the following statements is true regarding emotions?

Accepted Answer

A)   Emotions are caused by specific events.
B)   Emotions last longer than moods.
C)   Moods are more action oriented in nature than emotions.
D)   Emotions are generally not indicated by distinct facial expressions.
E)   Emotions are less intense feelings than moods.F) A) and C)
G) A) and E)

Exam 3: Emotions and Moods

On which of the following days do people tend to be in their best moods?

Correct Answer
verified

Discuss the emotional labor experienced by a customer service executive. Explain how a worker's emotional state can affect customer service and customers.

Correct Answer
verified
Most jobs require emotional labor an emp...
View Answer

Relaxation is a pure marker of high positive affect.

Correct Answer
verified

Which of the following is an example of deep acting?

Correct Answer
verified

Whether a candidate has high emotional intelligence would not be a significant factor when considering candidates for the job of a(n) ________.

Correct Answer
verified

Which of the following activities is most strongly associated with increase in positive mood?

Correct Answer
verified

Which of the following is a generic term that covers a broad range of feelings that people experience?

Correct Answer
verified

Ben is prone to experiencing emotions in a much stronger manner than most other people. Events that don't provoke any significant emotional response in the average person often send him into fits of happiness, anger, or depression. Ben has a high level of ________.

Correct Answer
verified

Emotions that are organizationally required and considered appropriate in a given job are termed displayed emotions.

Correct Answer
verified

Men tend to hold on to emotions longer than women.

Correct Answer
verified

Emotions are critical to rational thinking.

Correct Answer
verified

Which of the following statements is true regarding deep acting?

Correct Answer
verified

Stress typically has a negative effect on mood.

Correct Answer
verified

Which of the following statements is true regarding emotions?

Correct Answer
verified

Which of the following statements is true regarding the effects of moods and emotions on decision making?

Correct Answer
verified

Which of the following statements is true regarding negotiation?

Correct Answer
verified

Emotional intelligence (EI) is a concept that ________.

Correct Answer
verified

If an employee expresses organizationally desired emotions during interpersonal transactions (irrespective of his true emotions) , then it is known as ________.

Correct Answer
verified

Julia is highly aware of her own and other's emotions. She is good at reading emotional cues and knows how to express her emotions without violating organizational norms. This information indicates that Julia has ________.

Correct Answer
verified

Correct Answer
verified
Zach has to engage in surface acting on ...
View Answer

Exam 3: Emotions and Moods

On which of the following days do people tend to be in their best moods?

Correct AnswerverifiedShow Answer

Discuss the emotional labor experienced by a customer service executive. Explain how a worker's emotional state can affect customer service and customers.

Correct AnswerverifiedMost jobs require emotional labor an emp...View AnswerShow Answer

Relaxation is a pure marker of high positive affect.

Correct AnswerverifiedShow Answer

Which of the following is an example of deep acting?

Correct AnswerverifiedShow Answer

Whether a candidate has high emotional intelligence would not be a significant factor when considering candidates for the job of a(n) ________.

Correct AnswerverifiedShow Answer

Which of the following activities is most strongly associated with increase in positive mood?

Correct AnswerverifiedShow Answer

Which of the following is a generic term that covers a broad range of feelings that people experience?

Correct AnswerverifiedShow Answer

Ben is prone to experiencing emotions in a much stronger manner than most other people. Events that don't provoke any significant emotional response in the average person often send him into fits of happiness, anger, or depression. Ben has a high level of ________.

Correct AnswerverifiedShow Answer

Emotions that are organizationally required and considered appropriate in a given job are termed displayed emotions.

Correct AnswerverifiedShow Answer

Men tend to hold on to emotions longer than women.

Correct AnswerverifiedShow Answer

Emotions are critical to rational thinking.

Correct AnswerverifiedShow Answer

Which of the following statements is true regarding deep acting?

Correct AnswerverifiedShow Answer

Stress typically has a negative effect on mood.

Correct AnswerverifiedShow Answer

Which of the following statements is true regarding emotions?

Correct AnswerverifiedShow Answer

Which of the following statements is true regarding the effects of moods and emotions on decision making?

Correct AnswerverifiedShow Answer

Which of the following statements is true regarding negotiation?

Correct AnswerverifiedShow Answer

Emotional intelligence (EI) is a concept that ________.

Correct AnswerverifiedShow Answer

If an employee expresses organizationally desired emotions during interpersonal transactions (irrespective of his true emotions) , then it is known as ________.

Correct AnswerverifiedShow Answer

Julia is highly aware of her own and other's emotions. She is good at reading emotional cues and knows how to express her emotions without violating organizational norms. This information indicates that Julia has ________.

Correct AnswerverifiedShow Answer

Correct AnswerverifiedZach has to engage in surface acting on ...View AnswerShow Answer

Correct Answer
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Correct Answer
verified
Most jobs require emotional labor an emp...
View Answer

Correct Answer
verified

Correct Answer
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Correct Answer
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Correct Answer
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Correct Answer
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Correct Answer
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Correct Answer
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Correct Answer
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Correct Answer
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Correct Answer
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Correct Answer
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Correct Answer
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Correct Answer
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Correct Answer
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Correct Answer
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Correct Answer
verified
Zach has to engage in surface acting on ...
View Answer