Question 1

If an employee expresses organizationally desired emotions during interpersonal transactions, the employee is performing emotional labor.

Accepted Answer

A) True 
 B)False

Question 2

Emotions are ________.

Accepted Answer

A)   independent of the personality of individuals
B)   strongly affected by weather
C)   less intense as compared to moods
D)   less likely to be caused by a specific event than moods
E)   critical to rational thinking

Question 3

A ________ means that when nothing is going on, people are generally in a mildly good mood.

Accepted Answer

A)   low positive affect
B)   positivity offset
C)   high positive affect
D)   residual positivity
E)   high negative affect

Question 4

Gerardo believes that every time he picks up a penny he is blessed with good fortune, due to the fact that the last time he picked up a penny he had a lottery win, and the time before that he got a big bonus at work. Gerardo's perception is likely a product of a(n)  ________.

Accepted Answer

A)   affect intensity
B)   high-positive affect
C)   emotional dimension
D)   self-serving bias
E)   illusory correlation E

Question 5

Which of the following statements is true regarding surface acting?

Accepted Answer

A)   Surface acting is hiding inner feelings and forgoing emotional expressions in response to display rules.
B)   A health care provider trying to genuinely feel more empathy for her patients is surface acting.
C)   Research shows surface acting is less stressful to employees than deep acting.
D)   Surface acting deals with felt emotions as opposed to deep acting which deals with displayed emotions.
E)   Surface acting is trying to modify our true inner feelings based on display rules.

Question 6

Positive emotions enhance problem-solving skills.

Accepted Answer

A) True 
 B)False

Question 7

Barry is angry at losing his job. In order to regulate his emotions, he can do all of the following except ________.

Accepted Answer

A)   focus on the problem at hand
B)   think about pleasant things
C)   distract himself
D)   engage in relaxation techniques
E)   suppress negative thoughts A

Question 8

________ is an emotion that falls into the category of high positive affect.

Accepted Answer

A)   Serenity
B)   Elation
C)   Fatigue
D)   Boredom
E)   Relaxation

Question 9

________ is a pure marker of low positive affect.

Accepted Answer

A)   Stress
B)   Relaxation
C)   Boredom
D)   Tranquility
E)   Anxiety C

Question 10

Which of the following statements is true about the difference between men and women when it comes to emotional reactions?

Accepted Answer

A)   Men are more emotionally expressive than women.
B)   Men experience emotions more intensely than women.
C)   Women express anger more frequently than men.
D)   Women tend to "hold onto" emotions longer than men.
E)   Men display positive emotions more frequently than women.

Question 11

Stress typically has a negative effect on mood.

Accepted Answer

A) True 
 B)False

Question 12

People tend to be in their best moods on Monday.

Accepted Answer

A) True 
 B)False

Question 13

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

Accepted Answer

Zach has to engage in surface acting on ...

Question 14

What do you call the practice of hiding inner feelings by modifying facial expressions?

Accepted Answer

A)   surface acting
B)   deep acting
C)   emotional intelligence
D)   affective camouflage
E)   confirmation bias

Question 15

Discuss whether there are gender differences regarding emotions.

Accepted Answer

The common belief is that women are more...

Question 16

Which of the following is an example of deep acting?

Accepted Answer

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

Question 17

Emotions are critical to rational thinking.

Accepted Answer

A) True 
 B)False

Question 18

Moods are more action oriented in nature than emotions.

Accepted Answer

A) True 
 B)False

Question 19

One implication from the evidence on EI to date is that employers should consider it a factor in hiring employees, especially in jobs that demand ________.

Accepted Answer

A)   a high degree of social interaction
B)   good analytical skills
C)   the ability to work independently
D)   good critical thinking skills
E)   good mathematical skills

Question 20

Ismael spent the morning in the field making sales calls. He called on four prospective clients and they all declined to purchase his company's product. Ismael returned to the office stressed and exhausted. He has an hour and a half for lunch before he has to make a large sales presentation to a current client, which Ismael hopes will expand his account. Which of the following is most likely to be the best way for Ismael to spend his lunch hour?

Accepted Answer

A)   He should prepare his sales pitch data and graphics on the computer.
B)   He should practice his sales pitch orally with a co-worker.
C)   He should go through the past sales orders placed by this client in order to better understand her requirements.
D)   He should rest and relax before the presentation.
E)   He should ask his boss to help him prepare the presentation.

Exam 4: Emotions and Moods

If an employee expresses organizationally desired emotions during interpersonal transactions, the employee is performing emotional labor.

Correct Answer
verified

Emotions are ________.

Correct Answer
verified

A ________ means that when nothing is going on, people are generally in a mildly good mood.

Correct Answer
verified

Gerardo believes that every time he picks up a penny he is blessed with good fortune, due to the fact that the last time he picked up a penny he had a lottery win, and the time before that he got a big bonus at work. Gerardo's perception is likely a product of a(n) ________.

Correct Answer
verified
E

Which of the following statements is true regarding surface acting?

Correct Answer
verified

Positive emotions enhance problem-solving skills.

Correct Answer
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Barry is angry at losing his job. In order to regulate his emotions, he can do all of the following except ________.

Correct Answer
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A

________ is an emotion that falls into the category of high positive affect.

Correct Answer
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________ is a pure marker of low positive affect.

Correct Answer
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C

Which of the following statements is true about the difference between men and women when it comes to emotional reactions?

Correct Answer
verified

Stress typically has a negative effect on mood.

Correct Answer
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People tend to be in their best moods on Monday.

Correct Answer
verified

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

What do you call the practice of hiding inner feelings by modifying facial expressions?

Correct Answer
verified

Discuss whether there are gender differences regarding emotions.

Correct Answer
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The common belief is that women are more...
View Answer

Which of the following is an example of deep acting?

Correct Answer
verified

Emotions are critical to rational thinking.

Correct Answer
verified

Moods are more action oriented in nature than emotions.

Correct Answer
verified

One implication from the evidence on EI to date is that employers should consider it a factor in hiring employees, especially in jobs that demand ________.

Correct Answer
verified

Correct Answer
verified

Exam 4: Emotions and Moods

If an employee expresses organizationally desired emotions during interpersonal transactions, the employee is performing emotional labor.

Correct AnswerverifiedShow Answer

Emotions are ________.

Correct AnswerverifiedShow Answer

A ________ means that when nothing is going on, people are generally in a mildly good mood.

Correct AnswerverifiedShow Answer

Gerardo believes that every time he picks up a penny he is blessed with good fortune, due to the fact that the last time he picked up a penny he had a lottery win, and the time before that he got a big bonus at work. Gerardo's perception is likely a product of a(n) ________.

Correct AnswerverifiedE

Which of the following statements is true regarding surface acting?

Correct AnswerverifiedShow Answer

Positive emotions enhance problem-solving skills.

Correct AnswerverifiedShow Answer

Barry is angry at losing his job. In order to regulate his emotions, he can do all of the following except ________.

Correct AnswerverifiedA

________ is an emotion that falls into the category of high positive affect.

Correct AnswerverifiedShow Answer

________ is a pure marker of low positive affect.

Correct AnswerverifiedC

Which of the following statements is true about the difference between men and women when it comes to emotional reactions?

Correct AnswerverifiedShow Answer

Stress typically has a negative effect on mood.

Correct AnswerverifiedShow Answer

People tend to be in their best moods on Monday.

Correct AnswerverifiedShow Answer

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

What do you call the practice of hiding inner feelings by modifying facial expressions?

Correct AnswerverifiedShow Answer

Discuss whether there are gender differences regarding emotions.

Correct AnswerverifiedThe common belief is that women are more...View AnswerShow Answer

Which of the following is an example of deep acting?

Correct AnswerverifiedShow Answer

Emotions are critical to rational thinking.

Correct AnswerverifiedShow Answer

Moods are more action oriented in nature than emotions.

Correct AnswerverifiedShow Answer

One implication from the evidence on EI to date is that employers should consider it a factor in hiring employees, especially in jobs that demand ________.

Correct AnswerverifiedShow Answer

Correct AnswerverifiedShow Answer

Correct Answer
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Correct Answer
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E

Correct Answer
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A

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C

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

Correct Answer
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Correct Answer
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The common belief is that women are more...
View Answer

Correct Answer
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Correct Answer
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Correct Answer
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