46) Which of the following statements is true regarding deep acting?
A) Deep acting is hiding inner feelings and forgoing emotional expressions in response to
display rules.
B) A worker who smiles at a customer even when he doesn’t feel like it is deep acting.
C) Deep acting deals with displayed emotions as opposed to surface acting.
D) A health care provider trying to genuinely feel more empathy for her patients is deep acting.
E) Research shows surface acting is less stressful to employees than deep acting.
47) Diane Marshall is an office manager. Her awareness of her own and others’ emotions is
almost nil. She’s moody and unable to generate much enthusiasm or interest in her employees.
She doesn’t understand why employees get upset with her. She often overreacts to problems and
chooses the most ineffectual responses to emotional situations. Diane has ________.
A) high self-serving bias
B) low emotional dissonance
C) low confirmation bias
D) high cognitive dissonance
E) low emotional intelligence
48) ________ indicates a person’s ability to be self-aware, detect emotions in others, and manage
emotional cues and information.
A) Emotional intelligence
B) Emotional dissonance
C) Confirmation bias
D) Cognitive distortion
E) Cognitive dissonance
49) Which of the following statements is true regarding emotional intelligence (EI)?
A) Evidence suggests that a person’s performance on the job is independent of her EI.
B) Evidence suggests that EI is not genetically influenced.
C) EI is related to a person’s ability to detect emotions in others.
D) EI can be measured easily.
E) EI is a simple, straightforward concept.
50) Which of the following is a correct argument in favor of emotional intelligence (EI)?
A) EI accurately indicates linguistic abilities of a person.
B) EI is a simple and straightforward concept.
C) The concept of EI has a biological base.
D) EI can be measured easily.
E) The concept of EI is different from intelligence and personality.
51) Emotional intelligence (EI) is a concept that ________.
A) can be measured easily
B) is moderately correlated with job performance
C) is not related to personality and intelligence
D) indicates mathematical aptitude of an individual
E) is not genetically influenced
52) Julia is highly aware of her own and other’s emotions. She is good at reading emotional cues
and knows how to express her emotions without violating organizational norms. This
information indicates that Julia has ________.
A) low cognitive dissonance
B) low self-esteem
C) low emotional dissonance
D) high emotional intelligence
E) high job satisfaction
53) Some researchers doubt the existence of emotional intelligence (EI). Which of the following
is an argument they use against it?
A) EI assumes that decisions made emotively are superior to those made dispassionately.
B) EI is not related to personality or intelligence.
C) The tests used to measure EI are too simplistic in what they define as right and wrong
answers.
D) The concept of EI is so broad and variegated as to render it effectively meaningless.
E) People with high EI appear to be high performers in the eyes of others rather than in reality.
54) Whether a candidate has high emotional intelligence would not be a significant factor when
considering candidates for the job of a(n) ________.
A) interviewer who assesses candidates in an employment agency
B) engineer heading a team designing a complex software/hardware interface
C) meeting planner who must set up meetings for candidates around the world
D) copy editor who seeks out spelling errors and grammatical mistakes in manuscripts
E) realtor arranging sales between homeowners and potential buyers
55) Studies show that people who are depressed tend to make poorer decisions than those with a
more positive outlook. Why is this thought to be the case?
A) They tend to choose an outcome that will confirm their negative world view.
B) They search for the perfect solution when rarely is any solution perfect.
C) They are more likely than others to use heuristics, or rules of thumb while making decisions.
D) They avoid stereotyping and other behaviors that allow them to come to a rapid decision.
E) They tend to put too great a value on their own ability to affect outcomes.
56) 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 ________.
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
57) Francine heads an ad agency and works with copywriters, artists, and designers to come up
with effective branding solutions for new products. Why is it particularly important for Francine
to keep her team happy?
A) People are more conscientious when they are in a good mood.
B) People tend to weigh all possible options rather than the most likely ones when they are in a
good mood.
C) People are less likely to use rules of thumb when they are in a good mood.
D) People tend to search for perfect solutions when they are in a good mood.
E) People are more creative when they are in a good mood.
58) Amber and Emmet were recently hired by a marketing agency. While Amber is typically in a
good mood always, Emmet appears to be depressed most of the time. Based on this information,
what would you expect from Amber?
A) She will take a great deal of time trying to make a good decision.
B) She will have poor problem-solving skills.
C) She will not be very creative when making decisions.
D) She will find better solutions to problems.
E) She will make poor decisions.
59) Which of the following statements is true regarding the effects of moods and emotions on
decision making?
A) OB researchers are increasingly finding that moods and emotions do not affect decision
making.
B) People in good moods or experiencing positive emotions are less likely than others to use
heuristics, or rules of thumb.
C) Positive emotions tend to diminish problem-solving skills.
D) Evidence suggests that depressed people make better decisions.
E) Depressed people tend to weigh all possible options rather than the most likely ones.
60) The corporate office has determined that the company vision needs to be amended. What
should corporate leaders do to increase the likelihood that employees will accept this change?
A) arouse emotions and link them to an appealing vision
B) demonstrate how the vision will better company profits
C) evoke empathy for the CEO
D) negotiate with them and express anger
E) motivate employees by putting them in a good mood
61) Which of the following statements is true regarding negotiation?
A) A lack of emotion improves performance during negotiation.
B) Feeling bad about your performance in a negotiation is likely to improve future performance.
C) Displaying negative emotions, such as anger, is ineffective.
D) Feeling bad about your performance appears to improve future negotiations.
E) A negative emotional state enhances performance.
62) Customers shop longer when a positive employee laughs or smiles at them, making them feel
happy. This passing of emotions to customers is called ________.
A) emotional contagion
B) positivity offset
C) cognitive dissonance
D) framing effect
E) bandwagon effect
63) Henry is upset because his boss recently reprimanded him for missing a deadline. The boss
put Henry on a probation period, causing him to lose his two days a week telecommuting
privilege. Henry now has to work at the office five days a week. Which of the following is most
likely to result from Henry’s negative attitude due to the reprimand?
A) deviant workplace behavior
B) emotional contagion
C) cognitive dissonance
D) positivity offset
E) distinction bias
64) Evidence suggests people who feel negative emotions, particularly ________ or hostility, are
more likely than others to engage in deviant behavior at work.
A) nervousness
B) tension
C) anger
D) stress
E) depression
65) Theresa is the manager of a production unit. Which of the following methods would likely be
of the least use to improve her employees’ moods?
A) use humor
B) give employees tokens of appreciation for work they do well
C) hire positive employees
D) be in a good mood herself
E) arrange for employees to see funny videos at work
66) Which of the following statements is true regarding people’s interpretation of emotions
across cultures?
A) People’s interpretation of emotions varies greatly across cultures.
B) Some cultures do not desire love and happiness and interpret these emotions to be destructive.
C) Western individualistic cultures such as the United States view pride as undesirable.
D) Pride is generally a negative emotion in Eastern cultures such as China and Japan.
E) In China, people report experiencing more positive and negative emotions than people in
other cultures, and the emotions they experience are more intense.
67) Which of the following statements is true regarding the degree to which people experience
emotions across cultures?
A) The degree to which people experience emotions is independent of culture.
B) People in China report experiencing fewer positive and negative emotions as compared to
people in other cultures.
C) Western cultures experience more negative emotions and fewer positive emotions than
Eastern cultures.
D) The emotions experienced by people in China are more intense as compared to emotions
experienced by people in other cultures.
E) Eastern cultures like China view emotions like pride more positively than Western
individualistic cultures such as the United States.
68) Moods are intense feelings that are directed at someone or something.
69) Moods are feelings that tend to be less intense than emotions.