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55) The term affect intensity refers to the individual differences in the strength with which
individuals experience their emotions.
56) Activities that are formal or sedentary are more strongly associated with increases in positive
mood than activities that are physical, informal, or epicurean.
57) Poor or reduced sleep impairs decision making and makes it difficult to control emotions.
58) Explain how stress affects emotions and moods.
59) What impact do social activities have on one's moods?
60) Discuss whether there are gender differences regarding emotions.
61) A situation in which an employee expresses organizationally desired emotions during
interpersonal transactions at work is known as ________.
A) emotional labor
B) self-concordance
C) emotional liability
D) negative affect
E) cognitive deviance
62) Johanna Godfrey works as a guest relations executive at a five-star deluxe hotel in
Washington. During her job, she needs to greet and smile at guests irrespective of her state of
mind. In addition, when any guest faces problems, she needs to be calm and composed and help
resolve issues. This shows that Johanna's job requires ________.
A) emotional labor
B) cognitive dissonance
C) self-concordance
D) positivity offset
E) social loafing
63) Sally works as a customer care executive at a telecom office in Ohio. She often needs to
interact with a regular customer and she finds him extremely annoying. However, because of the
nature of her work, she conceals her emotions well and politely talks to him and clarifies all his
questions. Which of the following is being experienced by Sally?
A) illusory correlation
B) emotional dissonance
C) positive affect
D) emotional selection
E) positivity offset
64) Carrie recently received the Employee of the Year award at the call center where she works
as a customer service representative. She was chosen for the award because she is known to be
highly courteous toward even the most difficult of callers and is efficient at handling their
queries. A month after receiving the award, Carrie submits her resignation. According to her exit
interview, she felt burnt out. Which of the following best explains this situation?
A) Carrie was overwhelmed by the award.
B) Carrie lacked the skills and motivation to perform her job in an effective manner.
C) Carrie felt the strain of having to constantly fake positive emotions towards her customers.
D) Carrie was demotivated by the lack of recognition and respect from her peers.
E) Carrie was unable to empathize with her callers and the problems that they faced.
65) ________ refers to inconsistencies between the emotions people feel and the emotions they
project.
A) Collective efficacy
B) Emotional dissonance
C) Social loafing
D) Positivity offset
E) Self-concordance
66) ________ emotions are emotions that people experience, despite what they might display.
A) Felt
B) Conditional
C) Surface
D) Disseminative
E) Cognitive
67) Which of the following terms refers to the practice of hiding feelings and foregoing
emotional expressions in response to display rules?
A) surface acting
B) anchoring bias
C) active camouflage
D) bandwagon effect
E) framing effect
68) Which of the following statements is true regarding surface acting?
A) It involves foregoing emotional expressions in response to display rules.
B) It involves changing one's likes and dislikes to be in sync with display rules.
C) It involves displaying one's true feelings explicitly toward a person.
D) It deals with expressing felt emotions toward a person or event.
E) It involves trying to modify one's true feelings based on display rules.
69) Which of the following is an example of surface acting?
A) an employee expressing her true admiration for her colleague
B) an employee masking her emotions of distrust toward the management
C) an employee striving to like her job even though it feels uninteresting
D) an employee retorting back at an annoying customer
E) a colleague trying to get along with a difficult team mate
70) The practice of modifying one's true feelings based on display rules is known as ________.
A) surface acting
B) deep acting
C) social loafing
D) behavioral contagion
E) collective efficacy
71) Which of the following is an example of deep acting?
A) Sasha ignores a colleague's question because she knows he has a personal grudge against her.
B) Andy conceals her emotions and politely talks to a customer even though he is annoying her.
C) Liza smiles at her manager even though last week she was passed over for a promotion.
D) Dave tries to get along with a co-worker because they will soon be working together on a
project.
E) Javier is tired of working long hours and calls in sick on Monday to skip work.
72) Surface acting deals only with ________ emotions.
A) negative
B) weak
C) cognitive
D) strong
E) displayed
73) Displayed emotions are innate and cannot be learned.
74) Deep acting is hiding feelings and foregoing emotional expressions in response to display
rules.
75) What is the difference between felt emotions and displayed emotions?
76) What is emotional labor? What is its relation to emotional dissonance? Explain.
77) ________ refers to a model which suggests that workplace events cause emotional reactions
on the part of employees, which then influence workplace attitudes and behaviors.
A) Ironic process theory
B) Implicit personality theory
C) Disengagement theory
D) Affective events theory
E) Construal level theory
78) Which of the following is true according to the affective events theory?
A) Employees react emotionally to events at work, which affects their job performance and
satisfaction.
B) Employees who score high on emotional stability are more likely to react strongly to negative
events.
C) Employees who experience emotional dissonance at work can only be motivated with the help
of money.
D) An employee's emotions are independent of the employee's age and gender.
E) Employees scoring high on the personality trait of extraversion tend to be more successful at
the workplace.
79) Which of the following is an example of an uplifting event according to the affective events
theory?
A) meeting a project milestone
B) being passed over for a promotion
C) colleagues refusing to carry their share of work
D) receiving conflicting directions from different managers
E) receiving a gift from a colleague on a birthday
80) According to the affective events theory, work events trigger positive or negative emotional
reactions among employees and these reactions influence their job performance and satisfaction.
81) Discuss the affective events theory.
82) Rachel Hartley is a former top management graduate student who now works as a project
manager at a retail firm. However, despite her strong educational background, she often finds it
difficult to manage her team efficiently. She is not able to understand her team's emotions when
they feel frustrated with a work challenge or when they need appreciation for a job well done.
Which of the following does Hartley suffer from?
A) downing effect
B) low emotional dissonance
C) depressive realism
D) low cognitive dissonance
E) low emotional intelligence
83) Which of the following terms refers to a person's ability to detect and to manage emotional
cues and information?
A) emotional intelligence
B) self-concordance
C) emotional spectrum
D) illusory correlation
E) cognitive dissonance
84) Alejandro is constantly annoying people in the office. He speaks his mind freely without
taking into consideration how it will affect others, doesn't try to smile when he's in a bad mood,
and can't understand why other people are upset with him. Alejandro's inability to be self-aware
indicates that he has a very low ________.
A) cognitive intelligence
B) self-esteem
C) negative affect
D) emotional intelligence
E) job satisfaction
85) Wanda Elder works as a human resource executive. Being helpful is inherent in her nature,
and she regularly interacts with employees, helping them understand their needs and easing
difficulties. She reads emotional cues of people with ease and knows how to express her
emotions without violating organizational norms. Which of the following is Elder characterized
by?
A) high cognitive dissonance
B) low self-esteem
C) high emotional dissonance
D) high emotional intelligence
E) low job satisfaction
86) Whether a candidate has high emotional intelligence would be a significant factor when
considering a candidate for the job of a(n) ________.
A) event planner who needs to coordinate with several people
B) engineer working on developing a software program
C) web researcher who needs to consolidate online travel information
D) copy-editor who checks spelling and grammatical errors in manuscripts
E) technical writer who needs to create a 1000-word article every day
87) Which of the following statements is true regarding emotional intelligence (EI)?
A) It refers to a score derived from standardized tests to measure intelligence.
B) It refers to an aptitude for intellectual activities that cannot be acquired with personal effort.
C) It comprises a person's ability to detect others' and one's own feelings.
D) It is based on rationality instead of intuitive appeal to make judgments.
E) It refers to a person's ability to suppress his/her true emotions and express organizationally
accurate emotions.
88) Which of the following is an argument used against emotional intelligence?
A) It is not genetically influenced and thus is void of an underlying biological factor.
B) It does not have the capacity to predict criteria that matter.
C) It can be learned by experience.
D) It cannot be measured easily and measures of EI are diverse.
E) It is not closely related to intelligence and personality.
