Liberty University BUSI 340 quiz 2
solutions
answers right
How many versions: 4 different
versions
Question 1
Philosopher
John Dewey recognized that people are inherently motivated to perceive
themselves (and be perceived by others) as competent, attractive, lucky,
ethical, and important. This is known as:
Question 2
Which of
the following refers to the process of receiving information about and making
sense of the world around us?
Question 3
Which of
the following is a perceptual error where we tend to believe that other people
hold the same beliefs and attitudes as we do?
Question 4
________ is
the process of filtering information received by our senses.
Question 5
If you form
a general negative impression of a person based on one prominent
characteristic, and it affects your perception of other characteristics of that
person, it is called:
Question 6
The
tendency to attribute the behavior of other people to internal factors more
than external factors is called the:
Question 7
Systemic
discrimination:
Question 8
If John
takes credit for work done on time, but blames his co‑workers for
his delays, his attitude is reflective of the:
Question 9
In
organizational settings, empathy:
Question 10
In the
Johari Window, disclosure of information to colleagues results in:
Question 11
The self‑fulfilling
prophecy effect is stronger:
Question 12
_____
refers to understanding and being sensitive to the feelings, thoughts, and
situations of others.
Question 13
Which of
the following proposes that job satisfaction has a positive effect on customer
service, which flows on to shareholder financial returns?
Question 14
Emotions
are defined as:
Question 15
The
adaptive response to a situation that is perceived as challenging or
threatening to the person's well‑being is
called:
Question 16
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 level of work effort and
hopes the company will eventually correct these problems. According to the EVLN
model, Shawna's response is:
Question 17
Which of
the following statements is true of emotions in the workplace?
Question 18
Research
suggests that people with high levels of emotional intelligence are better at
all of the following EXCEPT:
Question 19
Emotional
labor refers to:
Question 20
Which of
the following is an effect of emotions?
Question 21
Emotional
dissonance occurs when:
Question 22
Which of
the following terms best represents the positive or negative evaluations of the
attitude object?
Question 23
Emotional
labor is higher in jobs requiring:
Question 24
According
to the Circumplex Model of Emotions, high activation negative emotions include:
Question 25
Which of
the following reduces stress by allowing withdrawal from the stressor?
The selffulfilling prophecy effect is stronger:
The process involves
deciding whether an observed behavior
or event is caused mainly by the person or by the environment
Which of the following
improves selfawareness and mutual understanding that is founded
on the contact hypothesis?
In the Johari Window, the area includes
information about you that is known both to you and others.
Consistency, consensus and distinctiveness are the
Social identity theory says that
According to the social identity theory,
people tend to
Which of the following
occurs most likely due to confirmation bias?
The process of assigning traits to people based on their membership in an identifiable social category is called:
The contact hypothesis states that:
Which of the following
describes the fundamental attribution error?
The philosophy of positive
organizational behavior states that:
The uncomfortable tension
felt when our behavior and attitudes are inconsistent with each other is called:
After working weeks on a difficult
proposal for a client, Jack learns that the client
has accepted the proposal and will award the contract
to Jack's firm. When Jack
hears this from his boss, he yelps 'Yahoo!' and automatically thrusts
his fisted hand in the air. This action is an example
of:
Which of the following
represent the three dimensions of workaholism
Which of these countries
is more likely to accept or tolerate,
than any other country, people
who display their true emotions
at work
Many companies try to create positive experiences at work. Which of the following is the major reason for this?
Selfawareness is the lowest
level of .
Employees with an emotional
attachment to, identification with, and involvement
in a particular organization are said to have:
The exitvoiceloyaltyneglect (EVLN) model:
As soon as we receive
sensory information, we nonconsciously tag some of that information with emotional markers.
These markers are:
Which of the following statements about job satisfaction and job performance is true?
Employees' identification with a particular organization tends to increase:
Emotional labor is higher in jobs requiring:
Which of the following is a competency representing the highest
level of emotional intelligence?
Which
of the following is a perceptual error where we tend to believe that other
people hold the same beliefs and attitudes as we do
In
the Johari Window, the blind area gets smaller when we
Someone
who is new to the job and has a low expectancy is
Which
of the following improves self-awareness and mutual understanding that is
founded on the contact hypothesis
How
can a self-serving bias be observed in a corporate annual report
_____
refers to understanding and being sensitive to the feelings, thoughts, and situations
of others
Mental
models are _____ that guide perceptions and behavior
George
believes that women have difficulty coping with the stress of executive
decisions. Sally is promoted into a senior management position and George soon
complains that Sally won't be able to cope with this job. George is exhibiting
which of the following perceptual errors
________
is the process of filtering information received by our senses
Some
investors in the stock market become overconfident and ignore evidence that their
strategies will lose money. This can be attributed to _____.
The
contact hypothesis states that
The
self-fulfilling prophecy effect is stronger
Identify
the term that represents your motivation to engage in a particular behavior
regarding the attitude object
Donald
was unhappy that his company did not provide good transport facilities. He
found it very strenuous to drive to work on his own, and this eventually led to
job dissatisfaction. Hence, he recommended ways to solve this problem.
According to the EVLN model, this information suggests that Donald's main
reaction to job dissatisfaction was
The
highest level of emotional intelligence is
Which
of the following statements about job satisfaction and job performance is true
Which
of the following is a conclusion by organizational behavior scholars regarding
job satisfaction
Emotions
are defined as
Relationship
management is
Which
of these statements represents the feelings dimension of attitudes
Emotions
will have a greater influence on our perceptions, attitudes, decisions, and
behavior than cognition because
Which
of the following occurs when organizations give financial incentives to prevent
dissatisfied employees from quitting
Which
of the following is a competency representing the highest level of emotional
intelligence
Which
of the following determine whether intentions translate into behavior
Self-reinforcement
can potentially minimize stress by
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1.
|
The social identity theory states that we define ourselves by
the groups to which we belong or have an emotional attachment.
True False |
|
2.
|
The perceptual process begins by attributing behavior to
internal or external causes.
True False |
|
3.
|
Selective attention occurs after perceptual organization and
interpretation.
True False |
|
4.
|
Our emotions influence what we recognize or screen out.
True False |
|
5.
|
Confirmation bias causes us to screen out information that is
contrary to our values and assumptions.
True False |
|
6.
|
Categorical thinking is the mostly conscious process of
organizing people and objects into categories that are stored in our
short-term memory.
True False |
|
7.
|
Most categorical thinking occurs without our awareness.
True False |
|
8.
|
Seeing a trend in a gambling activity or in the winning streak
of a sports star includes categorical thinking.
True False |
|
9.
|
People rely on mental models to make sense of their environment
through perceptual grouping.
True False |
|
10.
|
Employees can break out of their existing mental models by
working with colleagues from diverse backgrounds that bring different mental
models to the workplace.
True False |
|
11.
|
Social identity is a comparative process, and the comparison
begins with categorical thinking.
True False |
|
12.
|
Homogenization and differentiation are two activities in the
process of forming and maintaining our social identity.
True False |
|
13.
|
Stereotyping is an extension of social identity theory and a
product of our natural process of organizing information through categorical
thinking.
True False |
|
14.
|
Training employees is most useful in minimizing stereotyping to
a large extent.
True False |
|
15.
|
People who believe that their successful completion of a project
is due to their skill and hard work are making an internal attribution.
True False |
|
16.
|
People tend to make an internal attribution about someone's
behavior if that person has typically not acted in a similar way either in
the past or in other situations.
True False |
|
17.
|
You are more likely to make an internal attribution about
someone's poor performance if you have also observed the person performing
that task poorly in the past and have observed other employees performing the
task well.
True False |
|
18.
|
When making an internal or external attribution about a person's
behavior, we tend to look at whether the person has acted this way in the
past and in other situations and whether other people have acted similarly in
the same situation.
True False |
|
19.
|
The fundamental attribution error refers to the tendency to
attribute the behavior of other people to internal factors more than external
factors.
True False |
|
20.
|
The fundamental attribution error would cause a supervisor to
believe that an employee's lateness is due to factors beyond the employee's
control rather than to a lack of motivation to attend work.
True False |
|
21.
|
The self-serving bias is the tendency to take credit for our
successes and blame others or the situation for our mistakes.
True False |
|
22.
|
The self-fulfilling prophecy helps supervisors accurately
predict the future performance of recently hired employees.
True False |
|
23.
|
The first step in a self-fulfilling prophecy occurs when the
observer acts differently toward people with whom he or she has high
expectations than towards those with whom he or she has low
expectations.
True False |
|
24.
|
The self-fulfilling prophecy tends to be stronger when employees
are new to the job than when employees have worked in that job for a few
years.
True False |
|
25.
|
You are a high achievement-oriented person. You will likely have
a stronger self-fulfilling-prophecy effect than the low achievers.
True False |
|
26.
|
A manager believes in the philosophy of positive organizational
behavior. His self-fulfilling prophecies would improve organizational
performance.
True False |
|
27.
|
The primacy effect refers to the phenomenon of forming an
opinion of other people based on the first information.
True False |
|
28.
|
The primacy effect causes interviewers to ignore information
presented at the beginning of the interview and pay more attention to the
dominant information presented later in the interview.
True False |
|
29.
|
The halo effect occurs when one characteristic of a person
shapes our general impression of that person which, in turn, biases our
perceptions about the other characteristics of that person.
True False |
|
30.
|
According to the halo effect, a supervisor's initial
expectations of you influence your behavior so that you are more likely to
act consistently with those expectations in the consequent encounters.
True False |
|
31.
|
A person's annual performance evaluation is heavily influenced
by performance results of the last month. This is an example of recency
effect.
True False |
|
32.
|
Employees who are thinking of quitting their jobs believe that a
large percentage of their coworkers are also thinking about quitting. This
perceptual error is called the halo effect.
True False |
|
33.
|
Self-fulfilling-prophecy training encourages managers to
eliminate self-fulfilling prophecies.
True False |
|
34.
|
Employees with a high level of self-awareness will have
increased perceptual biases of others.
True False |
|
35.
|
Diversity awareness programs mainly educate employees about the
value of diversity and the problems with stereotyping.
True False |
|
36.
|
The Johari Window is a training program that teaches employees
how to change their personality.
True False |
|
37.
|
According to the Johari Window, the hidden area is reduced
through disclosure.
True False |
|
38.
|
The contact hypothesis states that the more individuals interact
with one another, the less they rely on stereotypes to perceive each
other.
True False |
|
39.
|
When interacting with people from other backgrounds, perceptual
biases are more likely to be minimized when these people have equal status
during the interaction.
True False |
|
40.
|
Empathy is both cognitive and emotional.
True False |
|
41.
|
People who learn to empathize with others are less likely to
engage in fundamental attribution errors.
True False |
|
42.
|
A global mindset excludes the capacity to empathize and act
effectively across cultures.
True False |
|
43.
|
A global mindset can be developed through better knowledge of
people and cultures solely by formal training.
True False |
|
44.
|
In a global mindset, the empathy of an individual from a
different culture translates into the effective use of words and behaviors
that are compatible with the local culture.
True False |
Multiple Choice Questions
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45.
|
Social identity theory says that:
|
|
46.
|
According to the social identity theory, people tend to:
|
|
47.
|
Which of the following refers to the process of receiving
information about and making sense of the world around us?
|
|
48.
|
Generally, the brands placed on the upper shelves of
supermarkets receive greater attention than those on the lower shelves. This
is an example of _____.
|
|
49.
|
________ is the process of filtering information received by our
senses.
|
|
50.
|
Which of the following is an example of selective
attention?
|
|
51.
|
Some investors in the stock market become overconfident and
ignore evidence that their strategies will lose money. This can be attributed
to _____.
|
|
52.
|
Which of the following occurs most likely due to confirmation
bias?
|
|
53.
|
_____ is the unconscious process of organizing people and
objects into preconceived categories that are stored in our long-term
memory.
|
|
54.
|
Mental models are _____ that guide perceptions and
behavior.
|
|
55.
|
Mental models cause us to:
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|
56.
|
The process of assigning traits to people based on their
membership in an identifiable social category is called:
|
|
57.
|
André is a doctor who is quick to mention that he is a doctor
when he first meets other people. He also tends to perceive himself and other
physicians in a more favorable way than nurses and non-medical staff. Which
concept best explains André's perceptual process?
|
|
58.
|
Social perception is influenced by three activities in the
process of forming and maintaining our social identity. They are:
|
|
59.
|
George believes that women have difficulty coping with the
stress of executive decisions. Sally is promoted into a senior management
position and George soon complains that Sally won't be able to cope with this
job. George is exhibiting which of the following perceptual errors?
|
|
60.
|
Systemic discrimination:
|
|
61.
|
Which of the following concepts is most closely linked to
discriminatory attitudes and behaviors?
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|
62.
|
The _____ process involves deciding whether an observed behavior
or event is caused mainly by the person or by the environment.
|
|
63.
|
Which of the following is an internal factor that affects job
performance?
|
|
64.
|
Consistency, consensus and distinctiveness are the:
|
|
65.
|
Which of the following describes the fundamental attribution
error?
|
|
66.
|
The tendency to attribute the behavior of other people to
internal factors more than external factors is called the:
|
|
67.
|
If John takes credit for work done on time, but blames his
co-workers for his delays, his attitude is reflective of the:
|
|
68.
|
How can a self-serving bias be observed in a corporate annual
report?
|
|
69.
|
Which of the following perceptual processes cause self-serving
bias?
|
|
70.
|
Which of the following illustrates the first step in the
self-fulfilling prophecy?
|
|
71.
|
Which of the following illustrates one of the steps in the
self-fulfilling prophecy process?
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|
72.
|
Someone who is new to the job and has a low expectancy is:
|
|
73.
|
The self-fulfilling prophecy effect is stronger:
|
|
74.
|
The philosophy of positive organizational behavior states
that:
|
|
75.
|
If you form a general negative impression of a person based on
one prominent characteristic, and it affects your perception of other
characteristics of that person, it is called:
|
|
76.
|
Which perceptual error occurs when a supervisor incorrectly
rates an employee at a similar level across all performance dimensions based
on an overall impression of that employee?
|
|
77.
|
Which of the following is a perceptual error where we tend to
believe that other people hold the same beliefs and attitudes as we do?
|
|
78.
|
The statement "First impressions are lasting
impressions" best represents the:
|
|
79.
|
The recency effect is most common when:
|
|
80.
|
Implicit Association Test are used to:
|
|
81.
|
The _____ area in the Johari Window refers to information that
is known to others but not to you.
|
|
82.
|
The objective of the Johari Window is to:
|
|
83.
|
In the Johari Window, the _____ area includes information about
you that is known both to you and others.
|
|
84.
|
In the Johari Window, the blind area gets smaller when we:
|
|
85.
|
In the Johari Window, feedback from others helps us to:
|
|
86.
|
In the Johari Window, disclosure of information to colleagues
results in:
|
|
87.
|
The contact hypothesis states that:
|
|
88.
|
Which of these statements about the contact hypothesis is
true?
|
|
89.
|
Which of the following improves self-awareness and mutual
understanding that is founded on the contact hypothesis?
|
|
90.
|
Which of the following is true about meaningful
interaction?
|
|
91.
|
_____ refers to understanding and being sensitive to the
feelings, thoughts, and situations of others.
|
|
92.
|
In organizational settings, empathy:
|
|
93.
|
Which of the following is true about a global mindset?
|
|
94.
|
Elaine got a job transfer from Italy to New York. Soon, she started
to understand the mental models held by colleagues from other cultures, as
well as their emotional experiences in a given situation. Further, she
started to effectively use words and behaviors that were compatible with the
local culture of New York. Which of the following features of a global
mindset occurred in Elaine's life?
|
|
95.
|
Which of the following is true about developing a global
mindset?
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1. Emotions are the primary source
of individual motivation.
2. Emotions represent the cluster
of beliefs, assessed feelings, and behavioral intentions toward a person,
object, or event.
3. Emotions are brief events or
"episodes".
4. Moods represent our reaction to
specific people or events, whereas emotions are not directed toward anything in
particular.
5. People are consciously aware of
most emotions they experience.
6. Strong emotions trigger our
conscious awareness of a threat or opportunity in the external
environment.
7. Moods are less intense
emotional states that are directed toward something or somebody in
particular.
8. Emotions put us in a state of
readiness.
9. Emotions generate a core affect
that something is good or bad, helpful or harmful, to be approached or
avoided.
10. Attitudes are judgments,
whereas emotions are experiences.
11. Beliefs are established
perceptions about an attitude object.
12. Attitudes consist of the
following three components: emotions, beliefs, and behaviors.
13. Behavioral intentions
represent your conscious positive or negative evaluations of an attitude
object.
14. People with the same beliefs
will always form the same feelings toward an attitude object.
15. The emotional markers that
nonconsciously tag sensory information are calculated feelings toward an
information source.
16. The influence of both
cognitive reasoning and emotions on attitudes is most apparent when they agree
with each other.
17. Studies indicate that while
executives tend to make quick decisions based on logical reasoning, the best
decisions are based on their emotional responses.
18. Corporate leaders need to keep
in mind that emotions shape employee attitudes and attitudes influence various
forms of work-related behavior.
19. Cognitive dissonance occurs
only when others observe an inconsistency between our beliefs, feelings, and
behavior.
20. A person's emotions are
influenced by his or her personality, not just from workplace
experiences.
21. Emotional labor refers to any
physical work that makes employees feel angry that they must perform this kind
of work.
22. Display rules are norms
requiring us within our role to display specific emotions and to hide other
emotions.
23. Emotional labor decreases when
employees must precisely rather than casually abide by the display rules.
24. Emotional dissonance occurs
when two or more people with notable differences in emotional intelligence
interact with each other.
25. Emotional labor demands are
higher in jobs where interaction with clients is frequent and longer.
26. Norms about displaying or
hiding your true emotions vary considerably across cultures.
27. Jobs in which employees must
frequently display emotions that oppose their genuine emotion require more
emotional labor.
28. Surface acting may result in
stress and job burnout.
29. Employees experience less
stress from emotional labor when they practice surface acting rather than deep
acting.
30. Deep acting involves
visualizing reality differently, which then produces emotions more consistent
with the required emotions.
31. Emotional intelligence refers
to a set of abilities to perceive and express emotion, assimilate emotion in
thought, understand and reason with emotion, and regulate emotion in oneself
and others.
32. Emotional intelligence refers
to how an individual behaves, not the abilities of that individual.
33. The dimensions of emotional
intelligence are cognitive dissonance, continuance commitment, and emotional
labor.
34. Managing others' emotions
represents the highest level of emotional intelligence.
35. The four dimensions of
emotional intelligence form a hierarchy.
36. People with high emotional
intelligence are superior leaders.
37. Emotional intelligence
improves all forms of performance.
38. The emotional intelligence of
an individual tends to increase with age.
39. Job satisfaction represents a
person's evaluation of his or her job and work context.
40. Employees are more likely to
quit their jobs and be absent from work if they are dissatisfied with their
jobs.
41. The exit-voice-loyalty-neglect
model states that some employees respond to their job dissatisfaction by
patiently waiting for a problem to work itself out or get resolved by
others.
42. According to the
exit-voice-loyalty-neglect model, some unsatisfied employees engage in
"voice" by constructively recommending solutions to the source of their
dissatisfaction.
43. People with a
high-conscientiousness personality are more likely to engage in neglect and
less likely to engage in voice.
44. Employees are likely to engage
in voice when they have high loyalty to a company.
45. The relationship between job
satisfaction and job performance would likely be stronger if more organizations
provided valued rewards for good performance.
46. Employees with higher job
satisfaction tend to convey more friendliness and positive feelings to
customers.
47. Job satisfaction is an ethical
issue that influences an organization's reputation in a community.
48. Organizational commitment
refers to an employee's contractual obligation to provide a minimum amount of
time and effort to an organization in return for a fair day's pay from the
organization.
49. Continuance commitment is a
psychological bond whereby one chooses to be dedicated to and responsible for
an organization.
50. Continuance commitment is a
calculative decision to remain with an organization.
51. Financial incentives given to
employees to stay with an organization usually reduces continuance
commitment.
52. Employees with high levels of
affective commitment tend to engage in more organizational citizenship
behaviors.
53. Employees with very high
loyalty tend to have high conformity, which results in lower creativity.
54. Continuance commitment
motivates employees to increase their work effort beyond expectations.
55. Opportunities for employee
involvement and increased social identity with an organization would increase
the continuance commitment of employees.
56. Trust, employee involvement,
and organizational comprehension tend to increase affective commitment.
57. Trust is a reciprocal
activity; to receive trust from employees, corporate leaders must demonstrate
their trust in those employees.
58. Stress is an adaptive response
to a situation that is perceived as challenging or threatening to a person's
well-being.
59. Eustress is a necessary part
of life because it activates and motivates people to achieve goals, change
their environments, and succeed in life's challenges.
60. Unlike distress, eustress is
described as a negative experience, which has become a chronic problem in many
societies.
61. The general adaptation
syndrome describes the various consequences of distress.
62. According to general adaption
syndrome, the alarm reaction stage activates various biochemical,
psychological, and behavioral mechanisms that give an individual more energy
and engage coping mechanisms to overcome or remove the source of stress.
63. Job burnout is a particular
stress consequence process, which typically consists of three stages.
64. Any environmental condition
that places a physical or emotional demand on a person is called a
stressor.
65. Work overload and job burnout
are also referred to as quid pro quo harassment at a workplace.
66. High task control increases
employee exposure to the risk of burnout.
67. Individuals with high
neuroticism usually experience lower stress levels because they are less prone
to anxiety.
68. Workaholics typically have a
high level of enjoyment of work.
69. Job sharing and telecommuting
are usually considered ways to reduce stress through increasing work-life
balance.
70. Work practices such as
flexible and restricted work hours increase work-related stress.
71. Telecommuting is a way of
helping employees withdraw from stressors.
72. Vacations and holidays allow
employees to withdraw from various organizational stressors and re-energize for
future challenges.
73. Stress can be managed by
helping employees improve their self-concept so job challenges are not
perceived as threatening.
74. Social support cannot improve
a person's self-confidence, but it can help a person withdraw from a
stressor.
75. Emotions
are defined as:
A. feelings
that are not directed toward anything in particular.
B. our judgments about what is right or wrong.
C. our intentions to act toward an attitude object.
D. the cluster of beliefs, assessed feelings, and
behavioral intentions toward a person, object, or event which is called an
attitude object.
E. physiological,
behavioral, and psychological episodes experienced toward an object, person, or
event that create a state of readiness.
76. Emotions will have a greater
influence on our perceptions, attitudes, decisions, and behavior than cognition
because:
A. emotional
processes often occur before cognitive processes.
B. cognitive processes are less significant for
individual behaviors.
C. emotional
processes are simpler than cognitive processes.
D. emotional processes are more likely to result in
negative behaviors.
E. cognitive
processes are more likely to result in negative behaviors.
77. Which of the following
statements is true about emotions in the workplace?
A. Emotions are physiological actions rather than
behavioral actions.
B. Emotions
last for a longer time period.
C. Emotions are
directed toward someone or something.
D. Emotions
are also referred to as moods of individuals.
E. Emotions are high-intensity events in most cases.
78. Which of the following is an
effect of emotions?
A. They
represent the cluster of beliefs and behavioral intentions toward a person.
B. They put us into a state of
readiness.
C. They help
us involve in conscious logical reasoning.
D. They enable us to have established perceptions
about an attitude object.
E. They
represent one's motivation to engage in a particular behavior.
79. Anger, fear, joy, and sadness
represent:
A. the
beliefs that influence our attitudes toward something or someone.
B. the first four stages of emotional labor.
C. different types of emotions.
D. the four dimensions of job satisfaction.
E. the four areas of the Johari Window.
80. According to the Circumplex
Model of Emotions, high-activation negative emotions include being:
A. bored.
B. gloomy.
C. jittery.
D. still.
E. all of
these.
81. Which of the following
reflects the difference between emotions and attitudes?
A. Eating something versus drinking something
B. Experiencing something versus
judging something
C. Perceiving
something versus behaving toward something
D. Knowing about something versus doing something
E. Espoused values versus enacted values
82. Beliefs, feelings, and
behavioral intentions are components of:
A. attitudes.
B. the EVLN model.
C. organizational commitment.
D. emotions.
E. the psychological contract.
83. Which of the following terms
refers to established perceptions about an attitude object?
A. Intentions
B. Feelings
C. Senses
D. Beliefs
E. Behaviors
84. Which of the following
represents one's conscious evaluations of an attitude object?
A. Intentions
B. Behaviors
C. Feelings
D. Senses
E. Beliefs
85. Which of these statements
represents the feelings 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 berates his employees in public.
D. I intend to tell the human resource manager that
my supervisor should be demoted.
E. I believe
the current actions of the company will increase its competitiveness.
86. Identify the term that
represents your motivation to engage in a particular behavior regarding an
attitude object.
A. Feelings
B. Senses
C. Beliefs
D. Behaviors
E. Intentions
87. Which of the following
determines whether intentions translate into behavior?
A. External dimensions of your value system
B. Past experience, personality, and
social norms
C. Internal
or external locus of control
D. Self-efficacy
and self-esteem
E. Tendency
for self-enhancement
88. As soon as we receive sensory
information, our brain tags the incoming sensory information with emotional
markers. These markers are:
A. calculated
feelings about an individual or incident.
B. calculated feelings of a particular attitude or
emotion.
C. behavioral
intentions formed based on an individual's beliefs.
D. automatic and nonconscious
emotional responses.
E. the
internal beliefs that drive individuals of an organization.
89. Which of the following is a
major reason for the various initiatives undertaken by companies to create
positive experiences at work?
A. It is
mandatory for a multinational company to have such work conditions.
B. Work conditions can have an
emotional influence on employee attitudes and behaviors.
C. In order to promote an image of increased
corporate social responsibility
D. As part of
the green marketing campaign which is popular around the world
E. This would help the employers form a cognitive
dissonance with the employees.
90. The uncomfortable tension felt
when our behavior and attitudes are inconsistent with each other is
called:
A. cognitive
distance.
B. emotional
intelligence.
C. cognitive
justification.
D. cognitive
dissonance.
E. emotional
uncertainty.
91. People reduce cognitive
dissonance by:
A. reversing
the decision that caused the dissonance.
B. seeking out the negative aspects of a decision
and highlighting them.
C. pretending
there were no alternatives to the decision.
D. developing more favorable
attitudes toward specific features of a decision.
E. maintaining an incongruence between their
beliefs, feelings, and behavior.
92. People with more positive
emotions typically have higher _____ and are extroverted.
A. neuroticism
B. emotional stability
C. turnover
D. consistency
E. complexity
93. People with more negative
emotions tend to have higher _____ and are introverted.
A. neuroticism
B. emotional stability
C. attendance
D. consistency
E. complexity
94. Emotional labor refers
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
evaluation of a job and work context.
D. a person's
emotional attachment to, identification with, and involvement in a particular
organization.
E. maintaining
similar emotional display rules and standards around the world.
95. Customer service
representatives (CSRs) often conceal their frustration when serving an
irritating customer. This behavior from the CSRs is an example of:
A. emotional labor.
B. cognitive response.
C. cognitive dissonance.
D. judgmental evaluation.
E. emotional attribution.
96. Emotional labor is higher in
jobs that require:
A. limited
hours of routine work.
B. working in
irregular shifts.
C. working in
isolation.
D. frequent
interaction with clients.
E. skilled
knowledge such as accounting.
97. Which of the statements about
emotional labor is true?
A. Jobs
involving customer service do not require emotional labor.
B. Research indicates that emotional display rules
and standards are very similar around the world.
C. Emotional labor demands are
higher in jobs requiring a variety of emotions.
D. Emotional labor demands are lower in jobs where
interaction with clients is frequent.
E. Emotional
labor demands are lower in jobs requiring more intense emotions.
98. Which of these countries is
more likely to accept or tolerate people who display their true emotions at
work?
A. U.S.A.
B. Japan
C. Ethiopia
D. Spain
E. Austria
99. Emotional dissonance is:
A. the emotion people experience when they are
dissatisfied with their paycheck.
B. a
significant cause of stress and job burnout.
C. present whenever emotional labor is not required
in jobs.
D. the main
source of unethical conduct in organizational settings.
E. the existence of a set of similar emotional
display rules around the world.
100. Emotional dissonance occurs
when:
A. there are
no known emotional 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
satisfaction is at the same level as organizational commitment.
E. there is a set of similar emotional display rules
around the world.
101. While handling emotional
dissonance, employees pretend that they feel the expected emotion even though
they actually experience a different emotion. These employees are engaging in
_____.
A. surface
acting
B. customization
C. personalization
D. deep acting
E. emotional resistance
102. Deep acting involves:
A. using real emotions to handle difficult
customers.
B. basing
one's behavior on customer interactions.
C. ignoring customer needs and acting for a
company's benefit.
D. ignoring
customer needs and requirements and acting for one's own benefit.
E. visualizing reality differently
and producing emotions to match the requirements.
103. The ability to perceive and
express emotion, assimilate emotion in thought, 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 affectivity.
E. job satisfaction.
104. Emotional intelligence is
best described as:
A. a
personality trait.
B. a set of
abilities.
C. a form of
organizational commitment.
D. an
action-tendency indicating that a person is highly motivated.
E. a form of empathy.
105. Awareness of own emotions,
management of own emotions, awareness of others' emotions, and management of
others' emotions are the four dimensions of:
A. affective commitment.
B. emotional labor.
C. emotional intelligence.
D. continuance commitment.
E. the circumplex model of emotions.
106. The highest level of
emotional intelligence is:
A. being
aware of other people's emotions.
B. self-management.
C. organizational comprehension.
D. self-awareness.
E. managing other people's emotions.
107. Managing others' emotions
is:
A. a
negative, highly-activated emotion.
B. one of the
three types of organizational commitment.
C. an outcome of emotional dissonance.
D. a possibility only in the event
of self-awareness.
E. the
opposite of employability.
108. Awareness of one's own
emotions is the lowest level of _____.
A. emotional intelligence
B. emotional labor
C. emotional dissonance
D. continuance commitment
E. affective commitment
109. The competency most strongly
associated with awareness of other people's emotions is:
A. conflict management.
B. empathy.
C. organizational comprehension.
D. self-esteem.
E. job performance.
110. Which of the following is a
competency representing the highest level of emotional intelligence?
A. Perceiving emotions of other people
B. Understanding the meaning of one's own emotions
C. Managing dysfunctional emotions
among staff
D. Being more
sensitive to subtle emotional responses
E. Experiencing another person's emotions
111. Which of the following is a
competency representing the lowest level of emotional intelligence?
A. Managing dysfunctional emotions among staff
B. Being more sensitive to subtle emotional
responses
C. Knowing
others' needs even though unstated
D. Understanding
the meaning of one's own emotions
E. Perceiving
emotions of other people
112. Research suggests that people
with high levels of emotional intelligence are better at all of the following
EXCEPT:
A. interpersonal
relations.
B. job
interviews.
C. working
without social interaction.
D. jobs
requiring emotional labor.
E. leadership.
113. One way companies can
increase the emotional intelligence (EI) of their employees is by:
A. EI profiling.
B. aptitude coaching.
C. EI scores.
D. EI training.
E. technical demonstrations.
114. Which of the following
statements about job satisfaction is true?
A. The best way to measure job satisfaction is by
asking a single direct question.
B. Job
satisfaction does not vary much between different countries.
C. Job satisfaction has an insignificant effect on
employee behavior.
D. Job
satisfaction is an ethical issue that influences an organization's reputation.
E. Very few employees would leave their current
employer if the right job came along.
115. The
exit-voice-loyalty-neglect (EVLN) model:
A. outlines the four consequences of emotional
intelligence.
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.
E. explains
the main differences between affective commitment and continuance commitment.
116. Alan was unhappy as his
company did not provide good parking facilities. He found it very stressful to
find reasonably priced parking close to his workplace, and what he found caused
him to walk several blocks in all weather conditions. This eventually led to job
dissatisfaction. Hence, he recommended ways to solve this problem. According to
the exit-voice-loyalty-neglect (EVLN) model, this information suggests that
Alan's main reaction to job dissatisfaction was:
A. exit.
B. voice.
C. commitment.
D. loyalty.
E. neglect.
117. Paula is dissatisfied with
her boss for not supporting her work or recognizing her job performance. In
spite of these problems, Paula does not complain and does not intend to move
elsewhere. Instead, she maintains her level of work effort and hopes the
company will eventually correct these problems. According to the
exit-voice-loyalty-neglect (EVLN) model, Paula's response is:
A. exit.
B. voice.
C. employability.
D. loyalty.
E. neglect.
118. Which of the following
statements about job satisfaction and job performance is true?
A. Employees who are dissatisfied with their jobs do
not have high job performance.
B. Job
satisfaction has almost no effect on job performance.
C. Employees who are satisfied with
their jobs have higher job performance.
D. Happy workers are less productive workers.
E. Employees have higher job satisfaction only after
they have received a financial reward.
119. Which of the following is a
conclusion by organizational behavior scholars regarding job
satisfaction?
A. Job performance
increases with decreasing job satisfaction.
B. Job performance is the sole predictor of job
satisfaction.
C. Job
satisfaction is not related to job performance.
D. Job satisfaction is positively
related to job performance.
E. Job
satisfaction does not affect customer performance.
120. Which of the following
proposes that job satisfaction has a positive effect on customer service, which
flows on to shareholder financial returns?
A. Exit-voice-loyalty-neglect model
B. Service profit chain model
C. Emotional intelligence model
D. MARS model
E. Emotional intelligence-based theory of
performance
121. According to the service
profit chain model, workplace practices affect job satisfaction, which
influences employee retention, motivation, and behavior and these outcomes
affect:
A. service
quality.
B. customer
satisfaction.
C. perceptions
of value.
D. profitability.
E. all of these.
122. The concept of affective
organizational commitment includes:
A. a calculative attachment to an organization.
B. an employee's motivation to stay because leaving
would be costly.
C. an emotional
attachment with an organization.
D. selfish
behavior within an organization.
E. perceiving
loss of social costs.
123. Employees' identification
with a particular organization tends to increase:
A. affective commitment.
B. cognitive dissonance.
C. continuance commitment.
D. calculative commitment.
E. job dissatisfaction.
124. Employees who stay with an
organization mainly because they believe it will cost them financially to leave
will have:
A. high
continuance commitment.
B. high
emotional intelligence.
C. low
continuance commitment.
D. high
organizational commitment.
E. high
affective commitment.
125. Which of the following occurs
when organizations give 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
decrease their level of job satisfaction.
D. Employees decrease their level of emotional
intelligence.
E. Employees
decrease their level of continuance commitment.
126. Which of the following tends
to result in increased continuance commitment?
A. Corporate leaders demonstrate increasing trust in
employees.
B. A company
helps employees learn more about the organization through departmental visits
and special seminars on company products.
C. Employees receive high pay,
benefits, and other forms of economic exchange in the employment relationship.
D. A company introduces a participative management
program to motivate employees.
E. A company
gives strong opportunities for learning new skills to employees.
127. Employees with an emotional
attachment to, identification with, and involvement in a particular
organization are likely to have:
A. a high level
of work motivation.
B. extreme
emotional dissonance.
C. a low
level of emotional activation.
D. a high
level of continuance commitment.
E. intense
calculative commitment.
128. _____ refers to the positive
expectations one person has toward another person in situations involving
risk.
A. Surface
acting
B. Trust
C. Cognitive dissonance
D. Deep acting
E. General adaptation syndrome
129. _____ is a physiological and
psychological condition that prepares us to adapt to hostile or noxious environmental
conditions.
A. Self-leadership
B. Trust
C. Commitment
D. Workaholism
E. Stress
130. Stress is best described
as:
A. the
physiological disorders we experience from adverse environmental conditions.
B. an adaptive response to a
situation that is perceived as challenging or threatening to a person's
well-being.
C. a series
of events that cause emotional exhaustion and cynicism toward customers.
D. environmental conditions that place a physical or
emotional demand on a person.
E. a behavior
pattern of people with low risk of heart disease.
131. Which of the following terms
refers to the necessary stress that activates and motivates people to achieve
goals and change their environments?
A. Distress
B. Cognitive
dissonance
C. General
Adaptation syndrome
D. Eustress
E. Emotional dissonance
132. The degree of physiological,
psychological, and behavioral deviation from healthy functioning is known
as:
A. eustress.
B. stress.
C. distress.
D. depression.
E. Psychosis.
133. Which of the following statements
about stress is true?
A. Employees
are most productive when they experience no stress.
B. Stress is caused by stressors.
C. Stress is a psychological condition and not
physiological condition.
D. The
hypoventilation syndrome describes the stress experience.
E. Distress is a necessary part of life.
134. Which of the following is NOT
part of a stage in general adaptation syndrome?
A. A challenge activates the physiological stress
response.
B. The
individual engages in coping mechanisms.
C. The body reduces resources to the immune system.
D. The individual reaches exhaustion.
E. The individual returns to normal
state.
135. The stress consequence called
job burnout occurs when people experience all of the following EXCEPT:
A. lethargy.
B. emotional exhaustion.
C. cynicism.
D. depersonalization.
E. reduced personal accomplishment.
136. An example of quid pro quo
harassment would be:
A. posting of
pornographic material.
B. bullying.
C. persistent incivility.
D. employment offers dependent on
unwanted sexual activity.
E. an
offensive working environment.
137. Which of the following
characterizes a workaholic?
A. Efficacy,
cynicism, and emotional exhaustion
B. High work
involvement, compulsion to work, and low enjoyment of work
C. Alarm reaction, resistance, and exhaustion
D. Time, strain, and role
E. High continuance commitment, cynicism, drive to
succeed, and resistance
138. What effect does providing
childcare support and offering employees flexible work hours have on
work-related stress?
A. It helps employees
to learn how to cope with the consequences of stress.
B. It helps employees to control the consequences of
stress.
C. It removes
stressors from the workplace.
D. It
enhances stressors in the workplace.
E. It changes
the employees' perceptions of stress.
139. Which of the following
reduces stress by allowing withdrawal from the stressor?
A. Flexible work schedules
B. Sabbaticals
C. Work addiction
D. Telecommuting
E. Workaholism
140. To ward off stress, a film
director likes to have a good laugh. When under pressure, the director will
crack jokes and ensure everyone has a good laugh during the hard work. These
actions mainly reduce stress by:
A. removing
the stressor.
B. providing
social support.
C. changing
stress perceptions.
D. controlling
the consequences of stress.
E. being
workaholic.
141. Self-reinforcement can
potentially minimize stress by:
A. removing
people from stressors.
B. helping
employees to temporarily withdraw from the stressor.
C. helping employees to control the consequences of
stress.
D. helping
employees to develop more favorable perceptions of the stressors.
E. giving employees the flexibility in scheduling
their work hours.
142. Which of the following is
called a "tend and befriend" response to stress?
A. Maintaining a healthy lifestyle
B. Seeking social support
C. Setting personal goals
D. Withdrawing from stressors
E. Evaluating oneself positively
143. After working for weeks on a
difficult proposal for a client, Kevin learns that the client has accepted the
proposal and will award the contract to Kevin's firm. When Kevin hears this
from his boss, he yelps "Yahoo!" and automatically thrusts his fisted
hand in the air.
This action is an
example of:
A. perceptions
directly influencing beliefs.
B. behavioral
intentions directly influencing behavior.
C. emotions directly influencing feelings.
D. beliefs directly influencing feelings.
E. emotions directly influencing
behavior.
144. After working for weeks on a
difficult proposal for a client, Kevin learns that the client has accepted the
proposal and will award the contract to Kevin's firm. When Kevin hears this
from his boss, he yelps "Yahoo!" and automatically thrusts his fisted
hand in the air.
The acceptance of
Kevin's proposal would be considered his:
A. attitude object.
B. promotion.
C. hard work.
D. behavioral intention.
E. cluster of assessed feelings.
145. Patricia is a flight
attendant for a large airline. She exclusively works a long flight from Japan
to New York, and is expected to constantly maintain a positive attitude no
matter what situation arises. Over the years, Patricia has noticed that when
dealing with Americans, emotions tend to run higher and she often feels
frustrated as opposed to Japanese who tend to be more reserved in stressful or
unhappy situations.
Patricia's job
requires a high amount of:
A. financial
rewards.
B. intense
emotions.
C. forward
thinking.
D. emotional
labor.
E. casual
display norms.
146. Patricia is a flight
attendant for a large airline. She exclusively works a long flight from Japan to
New York, and is expected to constantly maintain a positive attitude no matter
what situation arises. Over the years, Patricia has noticed that when dealing
with Americans, emotions tend to run higher and she often feels frustrated as
opposed to Japanese who tend to be more reserved in stressful or unhappy
situations.
The difference
Patricia experiences between her American clients and her Japanese clients is
mainly due to:
A. feelings.
B. stereotypes.
C. display norms.
D. display rules.
E. apathetic culture.
147. Patricia is a flight
attendant for a large airline. She exclusively works a long flight from Japan
to New York, and is expected to constantly maintain a positive attitude no
matter what situation arises. Over the years, Patricia has noticed that when
dealing with Americans, emotions tend to run higher and she often feels
frustrated as opposed to Japanese who tend to be more reserved in stressful or
unhappy situations.
If Patricia wants
to reduce the amount of psychological damage caused by the emotional dissonance
her job creates, she should:
A. engage in
surface acting.
B. engage in
deep acting.
C. take
acting lessons.
D. see a
psychologist.
E. get more
training.
148. Alex and George are both
employees at a shoe manufacturing plant. They discuss their feelings of
dissatisfaction because of a new supervisor who has been a cause of stress at
the workplace. Alex says that he had applied for a transfer to another shift in
order to deal with this issue. George says that he is going to talk to the department
head about the issue and get it resolved.
According to the exit-voice-loyalty-neglect (EVLN) model,
in which of the following ways is Alex responding to his dissatisfaction?
A. Exit
B. Voice
C. Loyalty
D. Neglect
E. None of
these
149. Alex and George are both
employees at a shoe manufacturing plant. They discuss their feelings of
dissatisfaction because of a new supervisor who has been a cause of stress at
the workplace. Alex says that he had applied for a transfer to another shift in
order to deal with this issue. George says that he is going to talk to the
department head about the issue and get it resolved.
According to the exit-voice-loyalty-neglect (EVLN) model,
in which of the following ways is George responding to his
dissatisfaction?
A. Exit
B. Voice
C. Loyalty
D. Neglect
E. All of these
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