OB Chapter 4 Practice Quiz

What are the two main features of emotions?

• Cognitive evaluation and attitude

• Motivation and behavior

• Evaluation and activation

• Mood and intensity

How are emotions different from moods?

• Emotions are less intense than moods and do not have a specific cause.

• Emotions are intense feelings directed at someone or something, whereas moods are less intense and arise without a specific event.

• Moods are always positive, while emotions are always negative.

• Emotions last longer than moods.

How can cognitive dissonance be reduced?

• By ignoring the conflict between beliefs and behavior

• By changing beliefs and feelings to align with behavior

• By undoing the behavior that caused dissonance

• By constantly engaging in the behavior even though you believe or feel the otherwise

How do emotions influence cognition?

• Emotions are only attached to information when first received.

• Emotions are separate from cognitive thinking about an attitude object.

• Emotions shape our beliefs and feelings through cumulative experiences.

• Emotions have no effect on how we perceive or evaluate information.

What is emotional labor?

• The natural expression of emotions in the workplace

• The effort, planning, and control required to express organizationally desired emotions

• The process of avoiding emotional expression at work

• The suppression of all emotions during work interactions

What is surface acting in emotional labor?

• Changing internal emotions to match the emotions required by the job

• Expressing emotions that you do not feel in order to comply with display rules

• Avoiding emotional expression entirely during work interactions

• Amplifying felt emotions to match display norms

Which of the following is a strategy of deep acting?

• Displaying emotions without feeling them

• Suppressing all emotions while interacting with customers

• Reframing a situation to change how you feel about it

• Exhausting yourself through emotional suppression

What is the first dimension of emotional intelligence (EI)?

• Management of others' emotions

• Awareness of your own emotions

• Awareness of others' emotions

• Management of your own emotions

Why is emotional intelligence important in the workplace?

• It helps employees perform better in tasks that require minimal social interaction.

• It improves performance in all types of tasks, regardless of social interaction.

• It enhances teamwork, leadership, and decision-making in jobs involving social interaction.

• It allows employees to avoid emotional labor altogether.

Which of the following is an example of the 'voice' response in the EVLN model?

• Increasing absenteeism and lateness

• Transferring to a different work unit

• Filing formal complaints or suggesting improvements

• Passively waiting for the problem to resolve on its own