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Indicate whether the statement is true or false.
1. According to the Sedona Method, you can make positive changes in your life by “letting go.”
a. True
b. False
2. Our temperament, which is relatively fixed from a very early age, is simply our early predisposition to display our
emotions in a particular way.
a. True
b. False
3. The emotional style of capitulating to your emotions is an appropriate and effective way to deal with negative emotions
in the workplace and in one’s personal life.
a. True
b. False
4. Toxic emotions of just one or two people can disturb the emotional balance of an entire team, department, or
workplace.
a. True
b. False
5. Adults can often relive a childhood experience in a context very different from the one experienced as a child.
a. True
b. False
6. It is important to wait a long time to cool off before expressing feelings of anger.
a. True
b. False
7. Accommodating our emotions means we are attending to our thoughts or the logical process.
a. True
b. False
8. Asking good friends about how you express your emotions is one of the best ways to achieve greater emotional control.
a. True
b. False
9. Violence in the workplace is often triggered by loss of a job or a personal tragedy, such as divorce.
a. True
b. False
10. It is important for your overall quality of life to cultivate positive mental states such as kindness and compassion.
a. True
b. False
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11. Journaling your anger and then sharing the writing with those you are angry with is an effective strategy for achieving
emotional control in your life.
a. True
b. False
12. Individuals can develop their cultural intelligence, even within their own country’s borders.
a. True
b. False
13. Monica makes decisions primarily with her heart, which is a good way to achieve emotional balance.
a. True
b. False
14. Emotional intelligence is simply a measure of our social competence.
a. True
b. False
15. When expressing your anger, it is important to allow all your feelings about the situation to surface, even if you may
be seen as emotionally unstable.
a. True
b. False
16. One of the ways to eliminate violence in the work place is to hire more part-time workers.
a. True
b. False
17. According to Transactional Analysis, forgotten memories cannot influence decision making.
a. True
b. False
18. In many instances, you can deal with your own feelings of anger or distress effectively by putting your problems into
proper perspective.
a. True
b. False
19. Although one may be unable to increase one’s IQ (intelligence quotient), one’s emotional intelligence can improve
throughout life as one’s experiences lead to increased competencies.
a. True
b. False
20. Organizations often find success when they follow the motto “it’s not personal, it’s just business.”
a. True
b. False
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Indicate the answer choice that best completes the statement or answers the question.
21. Leadership training that emphasizes rational or logical business processes can cause
a. increased emotional intelligence.
b. failure to understand the importance of emotions in the workplace.
c. negative emotions.
d. lower employee turnover and burnout.
Case 9.1
Anne has been feeling depressed lately. A few weeks ago her pet cat died of old age. Anne was sad, naturally, but lately
she has hardly been able to function. While talking to a friend about how she was feeling, she suddenly remembered how
distraught she was as a child when she rolled over on a new kitten in her sleep and smothered it. Anne decides to join a
self-help group in order to get control of her feelings. That same week a coworker had failed to fulfill her responsibilities
on an important project, resulting in delays. Anne was “chewed out” by her boss as a result. Anne wants to tell the
coworker how angry she was. Anne’s boss, Jerry, is subject to angry outbursts. When he is upset, he lets everyone know it,
quickly and fully.
22. Refer to Case 9.1. What would be an effective way for Anne to express her anger to Jerry?
a. Tell him “I feel very upset when you yell at me, especially in front of my coworkers.”
b. Wait a few weeks before talking with Jerry in order to allow herself to “cool off.”
c. Yell back at Jerry.
d. Journal about her anger, then send a summary to Jerry as an e-mail.
23. Juan has difficulty at work because he frequently suppresses his emotions. A healthier alternative to inappropriate
suppression of emotions is
a. to allow himself to feel the emotion, then let it go.
b. to tell many of his coworkers how he is feeling.
c. to assign responsibility for his emotions to external causes.
d. to frequently cry.
24. Behavior
a. results automatically from activating events such as a perceived injustice.
b. is often erratic because emotions are impossible to control.
c. follows naturally from activating events and is not a choice.
d. is influenced by feelings and thinking patterns triggered by activating events.
25. Sally’s mother is very angry with her for being late to an important social engagement. After listening to her mother,
Sally explains that she understands her mother is angry with her lateness and that it was important to her that Sally be on
time. Sally says she will work on being on time in the future, particularly for special events. Sally is handling her mother’s
anger effectively by
a. suppressing her own emotions.
b. recognizing and accepting her mother’s anger and giving her feedback.
c. diverting her mother’s attention.
d. minimizing the problem.
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26. Individuals who think before they act and who recognize, accept, and experience their emotions while trying to
express them appropriately have a(n) ____ emotional style.
a. capitulating
b. overly expressive
c. accommodating
d. suppressive
27. The emotional style that tends to make the people with whom you work lose respect for and confidence in you is that
of ____ emotions.
a. capitulating to
b. overexpressing
c. accommodating
d. suppressing
28. One way to help yourself achieve emotional control might be to
a. develop ways to help yourself capitulate to your emotions.
b. give physical expression to your emotions.
c. anticipate your responses by keeping close track of what touches off your emotions.
d. deny and suppress any strong negative emotions until they disappear.
Case 9.1
Anne has been feeling depressed lately. A few weeks ago her pet cat died of old age. Anne was sad, naturally, but lately
she has hardly been able to function. While talking to a friend about how she was feeling, she suddenly remembered how
distraught she was as a child when she rolled over on a new kitten in her sleep and smothered it. Anne decides to join a
self-help group in order to get control of her feelings. That same week a coworker had failed to fulfill her responsibilities
on an important project, resulting in delays. Anne was “chewed out” by her boss as a result. Anne wants to tell the
coworker how angry she was. Anne’s boss, Jerry, is subject to angry outbursts. When he is upset, he lets everyone know it,
quickly and fully.
29. Refer to Case 9.1. Anne’s boss, Jerry, seems to have which emotional style?
a. Suppression of emotions
b. Capitulating to emotions
c. Overexpressing emotions
d. Accommodating his emotions
30. One way to effectively express your anger is by
a. describing it in subtle, ambiguous terms.
b. reacting in a manner that is consistent with the full depth of your emotions.
c. expressing your feelings in a timely, non-accusatory manner.
d. journaling about your feelings and then showing your journal to the person with whom you are angry.
31. Individuals with high cultural intelligence
a. frequently question themselves as to how to behave and communicate in other cultures.
b. can quickly analyze and appropriately react to people and situations in unfamiliar cultures.
c. possess charisma that enables them to communicate and behave in ways that are acceptable to their own culture,
even while in foreign cultures.
d. are only able to exercise their skill in foreign countries.
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32. Anger:
a. is always irrational.
b. management is a very simple but important skill to learn.
c. clarifies thinking and improves decision making.
d. is usually a response to a perceived injustice.
Case 9.1
Anne has been feeling depressed lately. A few weeks ago her pet cat died of old age. Anne was sad, naturally, but lately
she has hardly been able to function. While talking to a friend about how she was feeling, she suddenly remembered how
distraught she was as a child when she rolled over on a new kitten in her sleep and smothered it. Anne decides to join a
self-help group in order to get control of her feelings. That same week a coworker had failed to fulfill her responsibilities
on an important project, resulting in delays. Anne was “chewed out” by her boss as a result. Anne wants to tell the
coworker how angry she was. Anne’s boss, Jerry, is subject to angry outbursts. When he is upset, he lets everyone know it,
quickly and fully.
33. Refer to Case 9.1. Anne’s emotions about her cat and her inability to function are examples of the influence of ____ on
our feelings.
a. gender
b. anger
c. temperament
d. the subconscious mind
34. Gina and Bill are managers for two separate projects. Gina supervises robotics repair and maintenance. Bill receives
all the customer complaints that his customer service staff cannot handle.
a. Gina has the more difficult job.
b. Bill is more likely to be exhausted and withdrawn at the end of the day.
c. Gina is more likely to be exhausted and withdrawn at the end of the day.
d. They both have jobs that cause emotional exhaustion.
Case 9.1
Anne has been feeling depressed lately. A few weeks ago her pet cat died of old age. Anne was sad, naturally, but lately
she has hardly been able to function. While talking to a friend about how she was feeling, she suddenly remembered how
distraught she was as a child when she rolled over on a new kitten in her sleep and smothered it. Anne decides to join a
self-help group in order to get control of her feelings. That same week a coworker had failed to fulfill her responsibilities
on an important project, resulting in delays. Anne was “chewed out” by her boss as a result. Anne wants to tell the
coworker how angry she was. Anne’s boss, Jerry, is subject to angry outbursts. When he is upset, he lets everyone know it,
quickly and fully.
35. Refer to Case 9.1. What should Anne do to take control of her anger before she expresses it to her coworker?
a. Recognize and accept the anger of her boss.
b. Remind herself that her coworker’s behavior was probably not directed against her personally.
c. Explain using generalities why her coworker’s failure to perform bothers her so much.
d. Suppress her feelings and live with it; this kind of thing happens all the time.
36. Albert frequently feels anxious when he has to participate in meetings at work, and is concerned that his nervous
demeanor will mislead coworkers into perceiving him as incompetent at his job. In his personal life, he struggles with the
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compulsion to eat a whole pint of ice cream every time he has a quarrel or misunderstanding with his girlfriend. Which
practice could help Albert overcome both of these problems?
a. Mindfulness
b. Transactional Analysis
c. Cultural intelligence
d. Temperament adjustment
Case 9.1
Anne has been feeling depressed lately. A few weeks ago her pet cat died of old age. Anne was sad, naturally, but lately
she has hardly been able to function. While talking to a friend about how she was feeling, she suddenly remembered how
distraught she was as a child when she rolled over on a new kitten in her sleep and smothered it. Anne decides to join a
self-help group in order to get control of her feelings. That same week a coworker had failed to fulfill her responsibilities
on an important project, resulting in delays. Anne was “chewed out” by her boss as a result. Anne wants to tell the
coworker how angry she was. Anne’s boss, Jerry, is subject to angry outbursts. When he is upset, he lets everyone know it,
quickly and fully.
37. Refer to Case 9.1. Anne’s strategy for dealing with her feelings about her cat is an example of fine-tuning one’s
emotional style by
a. expressing feelings in a timely manner.
b. taking steps to move beyond sadness and guilt.
c. seeking feedback.
d. putting the problem into proper perspective.
38. It is important to manage your anger. You can do this in a number of ways, including
a. giving immediate and full expression to your anger so that it doesn’t build to dangerous levels.
b. expressing your anger physically so that it will dissipate the intensity of the feeling.
c. delaying the expression of anger as long as possible.
d. becoming conscious of specific triggers of your anger.
39. Which of the following is true about violence in the workplace?
a. The most common form of violence is lethal physical assault on employees.
b. It incurs immense costs in terms of human suffering but minimal monetary costs.
c. It is often triggered by factors external to work, such as divorce or separation.
d. By definition, workplace violence is triggered only by conflicts with coworkers.
40. Johanna often feels she is a helpless victim to other people’s actions. Her sister frequently decides her schedule and
dictates which events she will attend. Johanna prefers to endure feelings of helplessness rather then confront her sister
about how she feels. This is an example of which emotional style?
a. Suppressive
b. Overexpressing
c. Accommodating
d. Capitulating
41. Workplace violence can be diminished by implementing a number of practices, such as
a. escorting terminated employees from the building and warning them not to return.
b. dismissing or disciplining any employee who voices dissatisfaction over the work environment before he or she
becomes angry enough to become violent.
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c. terminating disgruntled employees as soon as possible.
d. using hiring procedures to screen out unstable individuals.
42. Emotional competence includes two major dimensions: personal competence and
a. character.
b. intellectual capacity.
c. temperament.
d. social competence.
43. It is possible to fine-tune your emotional style by
a. taking responsibility for your emotions.
b. finding others with bigger problems than your own and talking with them.
c. keeping yourself very busy so that you don’t have time to brood or worry.
d. talking to uninvolved third parties who can objectively evaluate your feelings.
44. When Dan was growing up, his mother very often ordered him to “do this” and “don’t do that,” which angered him.
Now as an adult, Dan has a female boss who occasionally checks up with him by asking him if he remembered to “do
this/that.” According to the Transactional Analysis theory, one would most expect Dan to
a. appreciate his boss’s concern.
b. be conscious of his emotional response and its relationship with his childhood experiences.
c. interpret his boss’s questions as badgering and feel angry.
d. react with guilt and self-doubt, regardless of his boss’s gender.
45. To identify your emotional style, you can
a. ask a friend to assess your emotional patterns.
b. choose an emotional style and take on the characteristics of that style.
c. take a running inventory of your emotions throughout the day, including the activities that accompanied these
emotions.
d. fine-tune your emotional style.
46. A person who inhibits or overemphasizes her expression of some emotions is suffering from
a. a lack of emotional balance.
b. intellectual incompetence.
c. a flawed character.
d. emotional expressivism.
Enter the appropriate word(s) to complete the statement.
47. We sometimes experience ____________________ when we inhibit the expression of certain emotions or become
fixated on a single emotion.
48. A person’s individual style and frequency of expressing needs and emotions is referred to as his
____________________ and is originally biologically and genetically based.
49. Miguel is aware of his emotions and their effects on others and is able to keep his disruptive emotions and impulses in
check. Miguel demonstrates ____________________ competence.
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50. A person’s ____________________, or how she deals with her emotions, starts to take shape before birth and evolves
over many years. By adulthood, it has typically settled into one of four patterns.
51. A temporary feeling that can have positive, negative, or mixed qualities is a(n) ____________________.
52. ____________________ encompasses a wide range of behaviors, including hostile remarks, physical assaults, and
threatening phone calls.
53. ____________________ refers to the competencies that determine how we handle relationships, such as listening
openly, negotiating, and resolving disagreements.
54. One factor that influences our emotions is our ____________________ mind, or the vast storehouse of forgotten
memories, desires, and ideas that influence our behavior and responses in various situations.
55. While it cannot be eliminated, what steps can an employer take to limit workplace violence?
56. John experienced ridicule and deep shame as a child after not giving a class presentation well. According to the
____________________ theory, one might expect John as an adult to again feel judged and ashamed when making a
presentation for a meeting.
57. Lisa was born and raised in rural Indiana. She found a job teaching in the projects of New York City. She now
possesses a great ability to interpret the actions, gestures, and speech patterns of her diverse body of students. Lisa
demonstrates high ____________________.
58. Discuss the four different emotional styles used by individuals to display emotions.
59. Emotions are an important element of who you are and how you respond to life. What are emotions? What hinders
emotional balance?
60. Define emotional intelligence. What is its relationship to standard intelligence and cultural intelligence?
61. Explain how emotions play a role in the workplace.
62. Identify two ways to achieve control over emotions.
63. Describe briefly the two components of emotional competence as presented by Daniel Goleman’s popular books on
emotional intelligence.
64. Imagine you are taking a job that requires you to move to a location with an unfamiliar culture. Choose a location,
then explain how you would sharpen your cultural intelligence and prepare yourself for success.
65. Why is the “accommodating” emotional style the most effective style of all in the workplace?
66. Do you believe that a business can be successful while operating under the philosophy “it’s not personal; it’s
business”? Explain the reasoning behind your viewpoint.
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Answer Key
1. True
2. True
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26. c
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52. Workplace violence
53. Social competence
54. unconscious
55. a. Screen out unstable people through the hiring process.
b. Develop a strategy for dealing with incidents before they occur.
c. Try not to demoralize an employee through negative personnel actions (e.g., demoting, firing).
d. Provide outplacement services for displaced workers.
e. Develop a systematic way of dealing with disgruntled workers.
f. Train supervisors in ways to help them reduce workplace violence.
56. Transactional Analysis
57. cultural intelligence
58. a. Suppressing emotions: Individuals avoid dealing with their emotions.
b. Capitulating to emotions: The individual gives in, becoming a victim to his/her emotions.
c. Overexpressing emotions: The individual gives full and public vent to his/her feelings.
d. Accommodating emotions: The individual recognizes, accepts, and expresses emotions appropriately.
59. a. Emotions are temporary experiences with positive, negative, or mixed qualities that influence our thoughts and
behaviors. They provide us with information on our current state.
b. Emotional balance is sometimes hindered by what our family taught us about expressing emotions or by fixation on a
single emotion.
60. Emotional intelligence is the ability to monitor and control one’s emotions and behavior at work and in social settings.
Cultural intelligence is the ability to do the same, but in a foreign culture. Standard intelligence, or IQ, deals with thinking
and reasoning, while emotional intelligence deals more with building relationships and controlling emotions. Emotional
intelligence is made up of personal competence and social competence.
61. Emotions influence employee morale, customer loyalty, and productivity. Positive emotions can improve the above,
while negative emotions can be detrimental. In the service industry, businesses will find a competitive advantage by
offering a superior emotional experience.
62. a. Identify your emotional patterns: Use journal entries, reflection, or a time/activity/feelings log to chart your
emotional landscape.
b. Fine-tune your emotional style: Take responsibility for your emotions; put problems into perspective; move beyond
negative emotions; and exercise feelings.
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