Which of the following is a generic term that covers a broad range of feelings that people experience? Show affect 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. Which of the following is a characteristic of emotions? Emotions are reactions to a person or event. 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. Which of the following terms best describes an intense feeling directed at someone or something? emotion 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. Ashley Madison works as a receptionist at a fashion magazine. One morning, her boss walks into the office and yells at her, telling her that the front office is a mess and she needs to clean it immediately. After
her boss leaves the room, Madison goes to the front office and violently slams trash into the bin. Which of the following best describes Madison's anger? an emotion Madison is experiencing an intense feeling of anger, which is an emotion directed toward her boss. Emotions are intense feelings that are directed at someone or something and are more likely to be caused by a specific event. ________ refers to feelings that tend to be less intense than emotions and that lack a contextual stimulus. Mood Moods are feelings that tend to be less intense than emotions and that lack a contextual stimulus. Moods are not usually directed at a person or an event. But emotions can turn into moods when one loses focus on the event or object that started the feeling. Robert Springer woke up in the morning and felt a sense of joy and peace as he got ready for work. At work, though challenges came his way, he tackled them without getting stressed about them. This feeling lasted for several days that week. What is one of the reasons that Springer's feeling can be categorized as a mood and not as an emotion? It is prolonged in nature. Springer's general ambiguous feeling of happiness is ongoing or prolonged, which is a characteristic of a mood. Contextual stimulus, strong feelings, and being directed at an event or person are characteristics of an emotion. In addition, both mood and emotion can be positive. When Ariana Winter is told that her dog has been killed by a car, she feels deeply saddened. Her feelings are then overcome by a surge of anger at the car driver. However minutes later, she is able to laugh and talk about the good memories spent with her pet. What is one of the reasons that Winter's reaction can be categorized as an emotion? It lasted for a brief time period Emotions are intense feelings directed at someone or something. Most experts believe emotions are more fleeting than moods. Emotions tend to come and go fairly quickly, maybe even in a matter of seconds. Which of the following statements is most likely to be
true regarding moods? Moods are cognitive in nature. Moods are cognitive in nature and their cause is often general and unclear. They are generally not indicated by distinct facial expressions. Unlike moods, emotions like anger and disgust tend to be more clearly revealed by facial expressions. Emotions are more likely to be caused by a specific event, and emotions are more fleeting than moods. Katherine Connor started her day with a cup of coffee while reading the newspaper. However, something about the day makes her feel low. When she reaches the office, she feels upset and
distracted from work, although she cannot pinpoint a reason for feeling this way. She continues to feel upset and distracted through the rest of the day. Which of the following is she most likely to be experiencing? a mood Moods are cognitive in nature and their cause is often general and unclear. They last longer than emotions for several hours or days. Erin Corbett works at a software company, in charge of the help desk. A short while ago, she received a call from a discontent customer about a problem he is facing due to the company's software. Though she tried to help the customer with the software, he refused to listen to her. He continued yelling at her and finally banged the phone down. Corbett feels exasperated after hanging up the phone and goes for a cup of coffee to calm herself down. What makes
Corbett's anger an emotion, rather than a mood? The anger has a contextual stimulus. Corbett's feelings are brought about by being yelled at and is a contextual stimulus for her behavior. Her response is short, rather than prolonged. These are characteristics of an emotion. Alana Gore works as a campaign manager at a non-profit organization in Manhattan. She was recently asked by her supervisor to give a presentation on the progress of the ongoing climate campaign. However, throughout the presentation, her colleague Kelly Simmons interrupts her by asking irrelevant questions. In addition, she tries to insult her by constantly criticizing key findings and objectives
achieved. Though Gore initially tried to be patient, she eventually loses her cool and retorts back asking her to keep her questions and clarifications for the end of the presentation. Which of the following is a reason why Gore's reaction can be categorized as an emotion instead of a mood? It is caused by a specific event. Gore's anger results in action when she retorts back at Simmons, which is a characteristic of emotion. Emotions are caused by a specific event, which. in this scenario, is Simmons criticizing and interrupting her presentation. ________ are cognitive in nature, have an unclear, general cause, and last for several hours or days. Moods Moods are cognitive in nature and their causes are often general and unclear. They are generally not indicated by distinct facial expressions. ________ are caused by a specific event, are very brief, and accompanied by distinct facial expressions. Emotions Emotions are intense feelings directed at someone or something. Most experts believe emotions are more fleeting than moods. Emotions tend to come and go fairly quickly, maybe even in a matter of seconds. Unlike moods, emotions like anger and disgust tend to be more clearly revealed by facial expressions. Which of the following famous philosophers identified six emotions which he
called "simple and primitive passions" and argued that all the others are composed of some of these six or are species of them? René Descartes René Descartes, often called the founder of modern philosophy, identified six "simple and primitive passions." These consisted of wonder, love, hatred, desire, joy, and sadness. He argued that all the others are composed of some of these six or are species of them Which of the following emotions did philosopher René Descartes identify as one of the six emotions which he called simple and primitive passions? wonder René Descartes, often called the founder of modern philosophy, identified six "simple and primitive passions." These consisted of wonder, love, hatred, desire, joy, and sadness. He argued that all the others are composed of some of these six or are species of them. Which of the following is one of the six essentially universal emotions agreed on by a majority of researchers? anger Many researchers agree on six essentially universal emotions. These comprise anger, fear, sadness, happiness, disgust, and surprise. ________ is a pure marker of low negative affect. Relaxation Relaxation is a pure marker of low negative affect. ________ is a pure marker of high positive affect. Excitement Excitement is a pure marker of high positive affect, while boredom is a pure marker of low positive affect ________ is a pure marker of low positive affect. Boredom Excited is a pure marker of high positive affect, while boredom is a pure marker of low positive affect. Which of the following mood dimensions is a pure marker of high negative affect? nervousness Nervousness is a pure marker of high negative affect; relaxation is a pure marker of low negative affect. Negative
affect is a mood dimension consisting of ________ at the low end. relaxation Negative affect is a mood dimension consisting of nervousness, stress, and anxiety at the high end and relaxation, tranquillity, and poise at the low end. Jane Hastings recently joined her first job as a communication executive and is working
on creating press releases for an upcoming campaign. The campaign is getting launched publicly in the next week and Hastings will need to interact with the media and give sound bytes on the issue. This is the first time she will be interacting with the press and she is experiencing emotions of anxiousness, nervousness, and stress. Which of the following mood dimensions is she experiencing? high negative affect Negative affect is a mood dimension consisting of nervousness, stress, and anxiety at the high end and relaxation, tranquility, and poise at the low end. Heather Donahue who works as a receptionist at a finance firm in New Jersey has been dissatisfied with her job for several months now. She finds the job uninteresting because of its monotonous nature where
all she needs to do is receive calls. During work hours, she often experiences emotions such as tiredness, weariness, and boredom. Which of the following mood dimensions is she most likely to be experiencing? low positive affect Positive affect is a mood dimension consisting of positive emotions such as excitement, self-assurance, and cheerfulness at the high end and boredom, sluggishness, and tiredness at the low end. Jean Ervin works as a fund raising executive at a women rights organization in San Diego. Though she has been with the organization for only a year now, she has already been promoted and often gets excellent feedback from her manager. Her manager says that the key to Ervin's good performance is because she is happy with the work she does
and she is excited about the challenges in tasks which she takes up with a lot of enthusiasm. Which of the following mood dimensions is Ervin most likely to be feeling? high positive affect Positive affect is a mood dimension consisting of positive emotions such as excitement, self-assurance, and cheerfulness at the high end and boredom, sluggishness, and tiredness at the low end. Emotions such as relaxation, serenity, and calmness comprise the ________ mood dimension. low negative affect Negative affect is a mood dimension consisting of nervousness, stress, and anxiety at the high end and relaxation, tranquility, and poise at the low end. ________ refers to the tendency of most individuals to experience a mildly positive mood at zero input when nothing in particular is going on. Positivity offset Positivity offset means that at zero input, most individuals experience a mildly positive mood. For most people, positive moods are somewhat more common than negative moods. Which of the following is most likely to be experienced during a positivity offset? relaxation Positivity offset is defined as the tendency of most individuals to experience a mildly positive mood at zero input. Relaxation is an example of a mildly positive mood. A research group in Arizona recently conducted a survey among workers of a coal power plant to understand emotions and their happiness quotient. Employees at the plant often complained about poor working conditions and low insurance benefits. However, the group was surprised with the finding of the survey because employees had a positive mood 70 percent of the time during work hours. Which of
the following concepts would best explain such a finding? positivity offset Positivity offset is defined as the tendency of most individuals to experience a mildly positive mood at zero input. Which of the following is true about emotions? They are critical to rational thinking. Emotions are critical to rational thinking. It is important to have the ability to experience emotions in order to be rational. Our emotions provide important information about how we understand the world around us. ________ refers to individual differences in strength with which individuals experience their emotions. Affect intensity Affect intensity is defined as the individual differences in the strength with which individuals experience their emotions. Affectively intense people experience both positive and negative emotions more deeply. For instance, when they are sad, they are very sad, and when they are happy, they are very happy. Ben Ervin often experiences emotions in a much stronger manner than most of his other colleagues. Events that do not provoke any significant emotional response from another person, send him into fits of happiness, anger, or depression. In view of such a situation, Ervin is displaying a high level of
________. affect intensity Affect intensity is defined as the individual differences in the strength with which individuals experience their emotions. Affectively intense people experience both positive and negative emotions more deeply: when they are sad, they are very sad, and when they are happy, they are very happy. ________ refers to the tendency of people to associate two events when in reality there is no connection. Illusory correlation Illusory correlation is the tendency of people to associate two events that in reality have no connection. Gerard Yoder
believes that every time he picks up his daughter, Penny, from school, it brings him good luck. The last time he picked her up from school, he won a lottery ticket. Today, after he received her from school, he reached his office and found out that he has been promoted. Which of the following concepts best describes Yoder's belief? illusory correlation Illusory correlation is the tendency of people to associate two events when in reality there is no connection. On which day of the week does the positive effect tend to be highest? Saturdays Employees tend to experience the highest level of positive moods on Saturdays
Which of the following is an example of an epicurean activity which helps increase a person's positive mood? eating a meal with friends For most people, social activities increase positive mood and have little effect on negative mood. Research suggests activities that are physical such as skiing or hiking with friends or epicurean such as eating with others are more strongly associated with increases in positive mood than events that are formal such as attending a meeting. Which of the following is an example of a sedentary activity that does not play a crucial role in increasing positive mood? playing video games at home For most people, social activities increase positive mood and have little effect on negative mood. Research suggests activities that are physical such as skiing or hiking with friends or epicurean such as eating with others are more strongly associated with increases in positive mood than events that are formal such as attending a meeting.
Which of the following statements is true regarding sources of moods and emotions? Physical and informal activities increase positive mood. Research suggests activities that are physical such as skiing or hiking with friends, informal such as going to a party, or epicurean like eating with others are more strongly associated with increases in positive mood than events that are formal or sedentary. Carlos is upset because his boss gave him work to finish over the weekend. It is Friday. Which of the following is most likely to help Carlos lift his spirits? going to a party with his friends Social activities increase positive mood. Activities that are physical (skiing or hiking with friends), informal (going to a party), or epicurean (eating with others) are more strongly associated with increases in positive mood than events that are formal (attending a meeting) or sedentary (watching TV or playing video games with friends). The findings of a recent company survey at Rader Industries showed that employees are experiencing high levels of work stress. To offset this, a manager suggests instituting a leave policy whereby employees must go on a mandatory vacation for 7 days in the year. The manager's suggestion is based on which of the following assumptions? Employees' workload can be adjusted to accommodate their requests to go on leave. If employees have to go on a mandatory vacation for 7 days in a year then it is assumed that their workload can be adjusted during these periods. The manager would not suggest a mandatory vacation if employees already had work-life balance. Given that the employees themselves have reported high levels of work stress, the manager is not assuming that they are misusing the company's leave encashment policy. The manager would not suggest a mandatory vacation policy if employees have been able to go on leave whenever they wanted to and have been working on the normal working days of the year. The findings of a recent company survey at Rader Industries showed that employees are experiencing high levels of work stress. To offset this, a manager suggests instituting a leave policy whereby employees must go on a mandatory vacation for 7 days in the year. Under which of the following conditions, if true, would the manager's suggestion most likely be accepted? The company has a "use it or lose it" policy whereby unused leave lapses at the end of every year. If the company has a "use it or lose it" policy whereby unused leave lapses at the end of every year then employees would most likely accept the manager's suggestion of mandatory 7-day vacation. If work volumes are expected to increase then this would weaken the likelihood that the manager's suggestion will be accepted. It is irrelevant or, at the most, weakens the manager's suggestion if the company halts hiring in order to develop talent in-house. If the company allows employees to encash their unused leave at the end of every year then this would weaken the likelihood that the manager's suggestion will be accepted. If the company already promotes work-life balance through flexible working arrangements, then this would reduce the likelihood that the manager's idea will be accepted. The findings of a recent company survey at Rader
Industries showed that employees are experiencing high levels of work stress. To offset this, a manager suggests instituting a leave policy whereby employees must go on a mandatory vacation for 7 days in the year. Under which of the following conditions, if true, would the manager's suggestion most likely be accepted? The skills required by the company are highly specialized, and hence the company is short-staffed. If the company is short staffed, then the company will most likely not be able to allow each of its employees to go on a 7-day mandatory vacation. Hence, this would weaken the likelihood that the manager's suggestion will be accepted. If the company's employees have reported high stress levels for more than three years in a row, then this would increase the likelihood that the manager's suggestion will be accepted. The fact that the company's leading competitor was recently voted as one of the best places to work due to its focus on employee well-being only slightly increases the likelihood that the manager's suggestion will be accepted. If the company conducts one-day offsite events on an annual basis, it only enhances the likelihood that the manager's suggestion will be accepted, as one-day events are not sufficient to combat work stress. The fact that the employees report high levels of stress as well as job engagement Which of the following statements is most likely to be true about differences between men and women in relation to emotional reactions? Women tend to hold onto emotions longer than men. Evidence confirms that women are more emotionally expressive than men; they experience emotions more intensely, they tend to "hold onto" emotions longer than men, and they display more frequent expressions of both positive and negative emotions, except anger. A situation in which an employee
expresses organizationally desired emotions during interpersonal transactions at work is known as ________. emotional labor Emotional labor is defined as a situation in which an employee expresses organizationally desired emotions during interpersonal transactions at work, meaning that his job demands a certain set of emotional responses, regardless of true feelings. Johanna Godfrey works as a guest relations executive at a five star deluxe hotel in Washington. During the course of her job, she needs to greet and smile at guests irrespective of her state of mind. In addition, when any guest faces problems, she needs to be calm and composed and help resolve issues. This shows that Johanna's job requires ________. emotional labor Emotional labor is defined as a situation in which an employee expresses organizationally desired emotions during interpersonal transactions at work, meaning that his job demands a certain set of emotional responses, regardless of true feelings. Sally works as a customer care executive at a telecom office in Ohio. She
often needs to interact with a regular customer and she finds him extremely annoying. However, because of the nature of her work, she conceals her emotions well and politely talks to him and clarifies all his questions. Which of the following is being experienced by Sally? emotional dissonance Emotional dissonance is defined as the inconsistency between the emotions people feel and the emotions they project. Carrie recently received the Employee of the Year award at the call center where she works as a customer service representative. She was chosen for the award because she is known to be highly courteous toward even the most difficult of callers and is efficient at handling their queries. A month after receiving the award, Carrie submits her resignation.
According to her exit interview, she felt burnt out. Which of the following best explains this situation? Carrie felt the strain of having to constantly fake positive emotions towards her customers. This situation relates to emotional dissonance. Carrie was most likely feeling the strain of having to project one emotion while feeling another, especially when dealing with difficult callers, which ultimately caused her to feel burnt out. It cannot be argued that Carrie was overwhelmed by the award as it would not cause her to feel burnt out. The fact that Carrie won the Employee of the Year award proves that she was skilled and motivated, and that she received recognition for her work. It cannot be argued that she lacked empathy as she was courteous with her callers and efficiently handled their queries. ________ refers to inconsistencies between the emotions people feel and the emotions they project. Emotional dissonance Emotional dissonance is defined as the inconsistency between the emotions people feel and the emotions they project. ________ emotions are emotions that people actually experience, despite what they might display. Felt Felt emotions are an individual's actual emotions. In contrast, displayed emotions are those that the organization requires workers to show and considers appropriate in a given job. Which of the following terms refers to the practice of hiding inner feelings and forgoing emotional expressions in response to display rules? surface acting Surface acting is defined as hiding one's inner feelings and forgoing emotional expressions in response to display rules, or rather outwardly showing emotions that are different from those that are felt. Which of the following statements is true regarding surface acting? It involves forgoing emotional expressions in response to display rules. Surface acting is hiding inner feelings and forgoing emotional expressions in response to display rules. Surface acting deals with displayed emotions, and deep acting deals with felt emotions. Research shows surface acting is more stressful to employees because it entails feigning their true emotions. Which of the following is an example of surface acting? an employee masking her emotions of distrust toward the management Surface acting is hiding inner feelings and forgoing emotional expressions in response to display rules. An employee masking her emotions of distrust toward the management is an example of surface acting. The practice of modifying one's true inner feelings based on display rules is known as ________. deep acting Deep acting refers to the practice of modifying one's true inner feelings based on display rules. Which of the following is an example of
deep acting? Dave tries to get along with a co-worker because they will soon be working together on a project. Deep acting refers to trying to modify our true inner feelings based on display rules. Dave in this situation, is making an effort to know his colleague better because they will soon be working together on a project. ________ refers to a model which suggests that workplace events cause emotional
reactions on the part of employees, which then influence workplace attitudes and behaviors. Affective events theory Affective events theory (AET) refers to a model that suggests that workplace events cause emotional reactions on the part of employees, which then influence workplace attitudes and behaviors. Which of the following is true according to the affective events theory? Employees react emotionally to events at work which affects their job performance and satisfaction. Affective events theory (AET) demonstrates that employees react emotionally to things that happen to them at work, and this reaction influences their job performance and satisfaction. Which of the following is an example of an uplifting event according to the affective events theory? meeting a project milestone The affective events theory recognizes that emotions are a response to an event in the work environment. This environment creates work events that can be hassles, uplifting events, or both. Uplifting events include meeting a goal, getting support from a colleague, and receiving recognition for an accomplishment. Surface acting deals only with ________ emotions. displayed Displayed emotions are those that the organization requires workers to show and considers appropriate in a given job, therefore a person engaging in surface acting is only concerned with displayed emotions. Deep acting deals with felt emotions. Surface acting is not defined in regard to negative, weak, or strong emotions. Rachel Hartley was a top graduate management student who now works as a project manager at a retail firm. However, in
spite of her strong education background, she often finds it difficult to manage her team efficiently. She is not able to understand her team's emotions when they feel frustrated with a work challenge or when they need appreciation for a job well done. Which of the following does Hartley suffer from? low emotional intelligence Emotional intelligence (EI) refers to the ability to detect and to manage emotional cues and information. Which of the following terms refers to a person's ability to detect and to manage emotional cues and information? emotional intelligence Emotional intelligence (EI) is a person's ability to (1) perceive emotions in the self and others, (2) understand the meaning of these emotions, and (3) regulate one's emotions. Alejandro is constantly annoying people in the office. He speaks his mind freely without taking into consideration how it will affect others, doesn't try to smile when he's in a bad mood, and can't understand why other people are upset with him. Alejandro's inability to be
self-aware indicates that he has a very low ________. emotional intelligence Emotional intelligence (EI) is a commonly accepted term based on three factors: a person's ability to (1) be self-aware (to recognize her own emotions when she experiences them), (2) detect emotions in others, and (3) manage emotional cues and information. In general, people who know their emotions, or EI, are more effective. Alejandro shows that he is incapable of reading his own emotions, or those of others, revealing a low EI. Wanda Elder works as a human resource executive. Being helpful is inherent in her nature and she regularly interacts with employees helping them understand their needs and ease difficulties. She reads emotional cues of people with ease and knows how to
express her emotions without violating organizational norms. Which of the the following is Elder characterized by? high emotional intelligence Emotional intelligence (EI) is a person's ability to (1) perceive emotions in the self and others, (2) understand the meaning of these emotions, and (3) regulate one's emotions. Whether a candidate has high emotional intelligence would be a significant factor when considering a candidate for the job of a(n) ________. event planner who needs to coordinate with several people Emotional intelligence (EI) is a person's ability to (1) perceive emotions in the self and others, (2) understand the meaning of these emotions, and (3) regulate one's emotions. It is specifically useful in a job that needs one to interact with several other people. Which of the following
statements is true regarding emotional intelligence (EI)? It comprises a person's ability to detect other's and one's own feelings. The term "emotional intelligence" refers to a person's ability to detect and to manage emotional cues and information. Which of the following is an argument used against emotional intelligence? It cannot be measured easily and measures of EI are diverse. Many critics have raised questions about measuring EI. Because EI is a form of intelligence, they argue, there must be right and wrong answers for it on tests. The measures of EI are diverse, and researchers have not subjected them to as much rigorous study as they have measures of personality and general intelligence. For which of the following jobs is it most likely to be important to hire employees with high emotional intelligence? jobs which require customer service skills An implication from the evidence on EI to date is that employers should consider it a factor in hiring employees, especially in jobs that demand a high degree of social interaction. Which of the following statements is true regarding the effects of moods and emotions on
decision making? Depressed people tend to weigh all possible options rather than the most likely ones. OB researchers are increasingly finding that moods and emotions have important effects on decision making. People in good moods or experiencing positive emotions are more likely than others to use heuristics, or rules of thumb, to help make good decisions quickly. Positive emotions enhance problem-solving skills. Depressed people are slower at processing information and tend to weigh all possible options rather than the most likely ones. Amber and Emma were recently hired by a marketing agency. Though there is a lot of work that has been allotted to both of them, Amber is always in a good mood. Emma, on the other hand, appears to be depressed with her job. In such a situation, as compared to Emma, Amber is more likely to ________. find better solutions to problems People in good moods or experiencing positive emotions are more likely than others to use heuristics, or rules of thumb, to help make good decisions quickly. Positive emotions enhance problem-solving skills. Depressed people are slower at processing information and tend to weigh all possible options rather than the most likely ones. Dawn Wang heads an ad agency in Texas and regularly needs to work with copywriters, artists, and designers to come up with effective branding solutions for products. For one of the company's esteemed clients, Wang and her team need to brainstorm ideas for a slogan for the client's new line of clothing. In such a situation, why is it particularly important for Wang to keep her team happy? People are more creative and produce more ideas when they are in a good mood. People in good moods tend to be more creative than people in bad moods. They produce more ideas and more options, and others think their ideas are original. Which of the following statements is true regarding negotiation? Feeling bad about your performance during a negotiation tends to impair future negotiations. Displaying a negative emotion (such as anger) can be effective, but feeling bad about your performance appears to impair future negotiations. Individuals who do poorly in a negotiation experience negative emotions, develop negative perceptions of their counterpart, and are less willing to share information or be cooperative in future negotiations. Anger should be used selectively in negotiation: angry negotiators who have less information or less power than their opponents have significantly worse outcomes. Tiffany Crowe works as a
showroom executive at a clothing boutique in London. Today, she is in a positive mood and instantly greets and smiles at a customer who walks into the store. The customer feels welcomed by her response. While browsing the store, Crowe helps the customer with products and passes on her positive mood to the customer. The customer leaves the store feeling content with a smile on her face. Which of the following best describes this situation? emotional contagion Emotional contagion refers to the process by which people's emotions are caused by the emotions of others. For instance, employees' emotions can transfer to the customer. The primary explanation is that when someone experiences positive emotions and laughs and smiles at you, you tend to respond positively. Emotional contagion is important because customers who catch the positive moods or emotions of employees shop longer. Green Earth, an environmental organization in Oklahoma, recently recruited Phyllis Galvan as a project coordinator. Galvan's manager has noticed that ever since she has joined, she has been extremely positive about her work and takes up challenges without complaining. In addition, she maintains a positive ambience by helping out colleagues and smiling at everyone she interacts with. Her
behavior has had a positive effect on her colleagues who have started behaving in a similar manner now. Which of the following concepts is demonstrated in this example? emotional contagion Emotional contagion refers to the process by which people's emotions are caused by the emotions of others.
As part of their sales training, the staff at Penny Stores is encouraged to build personal relationships with the store's patrons. Apart from receiving product training, the staff is taught to follow a scripted sales process wherein they must greet the customers, introduce themselves, and enquire about their purchase. They are also encouraged to engage in casual conversation with the customer. In a recent survey conducted by the marketing department, it was revealed that customers
were dissatisfied with the level of service at Penny Stores. Which of the following, if true, best explains this situation? Customers associate superior service with efficiency and not friendliness. If customers associate superior service with efficiency and not friendliness, then this would most likely explain why Penny Stores received low customer satisfaction scores. The store's scripted sales process and encouragement of casual conversation with the customer would probably be time consuming. If customers come to Penny Stores to make high-involvement purchases then it does not explain their dissatisfaction as the staff has received product training. Even if the training period for the staff is three weeks long it does not explain customers' dissatisfaction. In customer service, one is expected to be friendly but not familiar with the customer, hence, this too would not explain customers' dissatisfaction. The fact that Penny Stores offers an extensive range of consumer products should result in customer satisfaction. People often behave in ways that
violate established norms and threaten the organization, its members, or both. Such actions are called ________. workplace deviant behaviors People often behave in ways that violate established norms and threaten the organization, its members, or both. Such actions are called workplace deviant behaviors. For instance, an envious employee could backstab another employee, negatively distort others' successes, and positively distort his own accomplishments. Jonathan Cowan is upset because he was passed over for a promotion he had really worked hard for. In response to his anger toward the manager and the company, he has started gossiping about the manager with his colleagues and assigning blame on him unnecessarily. Jonathan's behavior is an example
of ________. deviant workplace behavior People often behave in ways that violate established norms and threaten the organization, its members, or both. Such actions are called workplace deviant behaviors. For instance, an envious employee could backstab another employee, negatively distort others' successes, and positively distort his own accomplishments. Which of the following is an example of deviant workplace behavior? sabotaging one's organization's computers People often behave in ways that violate established norms and threaten the organization, its members, or both. Such actions are called workplace deviant behaviors. For instance, an envious employee could backstab another employee, sabotage the organization's computers, negatively distort others' successes, and positively distort his own accomplishments. Moods are more intense than emotions and invariably arise because of a specific event acting as a stimulus. FALSE Emotions are defined as intense feelings that are directed at someone or something. Moods are feelings that tend to be less intense than emotions and often lack a contextual stimulus. Emotions can turn into moods when one loses focus on the event or object that started the feeling. TRUE Emotions can turn into moods when one loses focus on the event or object that started the feeling. In addition, good or bad moods can make you more emotional in response to an event. Moods are usually accompanied by distinct facial expressions. FALSE Moods are generally not indicated by distinct facial expressions. Emotions tend to last for several days, for a much longer time period than moods. FALSE Moods tend to be more action oriented in nature than emotions. FALSE Emotions are more action oriented in nature than moods. Moods tend to be cognitive in nature. Nervousness is a pure marker of low negative affect. FALSE Nervousness is a pure marker of high negative affect; relaxation is a pure marker of low negative affect. Negative affect is a mood dimension consisting of nervousness, stress and anxiety at the high end and relaxation, tranquility, and poise at the low end. TRUE Negative affect is a mood dimension consisting of nervousness, stress, and anxiety at the high end and relaxation, tranquility, and poise at the low end Positivity offset may be defined as the tendency of most individuals to experience a negative mood when nothing in particular is going on. FALSE Positivity offset may be defined as the tendency of most individuals to experience a mildly positive mood when nothing in particular is going on. So, for most people, positive moods are somewhat more common than negative moods. The term "affect intensity" refers to the individual differences in the strength with which individuals experience their emotions. TRUE The term "affect intensity" refers to the individual differences in the strength with which individuals experience their emotions. Activities that are formal or sedentary are more strongly associated with increases in positive mood than activities that are physical, informal, or epicurean. TRUE Activities that are physical, informal, or epicurean are more strongly associated with increases in positive mood than activities that are formal or sedentary. Poor or reduced sleep impairs decision making and makes it difficult to control emotions. TRUE Poor or reduced sleep impairs decision making and makes it difficult to control emotions. As we get older, we experience fewer negative emotions. TRUE As we get older, we experience fewer negative emotions. Displayed emotions are innate and cannot be learned. FALSE Displayed emotions are those that the organization requires workers to show and considers appropriate in a given job. They are not innate and are learned. Deep acting is hiding inner feelings and forgoing emotional expressions in response to display rules. FALSE Surface acting is hiding inner feelings and forgoing emotional expressions in response to display rules. Surface acting deals with felt emotions rather than displayed emotions. FALSE Surface acting deals with displayed emotions whereas deep acting deals with felt emotions. Surface acting refers to trying to modify one's true inner feelings based on display rules. FALSE Surface acting is hiding inner feelings and forgoing emotional expressions in response to display rules. According to the affective events theory, work events trigger positive or negative emotional reactions among employees and these reactions influence their job performance and satisfaction TRUE The affective events theory (AET) demonstrates that employees react emotionally to things that happen to them at work, and this reaction influences their job performance and satisfaction. Work events trigger positive or negative emotional reactions, to which employees' personalities and moods predispose them to respond with greater or lesser intensity. The ability of people to detect and to manage emotional cues and information is known as emotional intelligence. TRUE The ability of people to detect and to manage emotional cues and information is kinown as emotional intelligence. People in good moods tend to be more creative than people in bad moods. TRUE Supervisors should actively try to keep employees happy because doing so creates more good moods which in turn leads people to be more creative. Depressed people are more likely than others to use heuristics, or rules of thumb, to help make good decisions quickly. FALSE People in good moods or experiencing positive emotions are more likely than others to use heuristics, or rules of thumb, to help make good decisions quickly The expression of emotions in speeches can be a critical element that makes people accept or reject a leader's message. TRUE The expression of emotions in speeches can be a critical element that makes people accept or reject a leader's message. People who have a stressful day at work also have trouble relaxing after they get off work. TRUE People who have a stressful day at work also have trouble relaxing after they get off work. Are the feelings that tend to be less intense than emotions and that lack a contextual stimulation?The correct answer is C) mood.
What term is used for feelings that tend to be less intense than emotions?moods Feelings that tend to be less. intense than emotions and that lack a contextual stimulus.
Are emotions less intense than moods?Emotions can often have indicative facial expressions and body language as well. A Mood is a state of mind that tends to be less intense than an emotion, and does not necessarily need a contextual stimulus. Moods last longer than emotions, from hours to days.
Are intense feelings that are directed at someone or something?In some uses of the word, emotions are intense feelings that are directed at someone or something. On the other hand, emotion can be used to refer to states that are mild (as in annoyed or content) and to states that are not directed at anything (as in anxiety and depression).
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Are feelings that tend to be less intense than emotions and that lack a contextual stimulus?
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