89) Elvira wants to hire three new customer service representatives. She is considering using a
measure of EI to help select her new employees. Explain what EI is and how it could be useful to
Elvira for the job that she’s hiring for. Include the reasons why she should not depend entirely on
the EI measures for her selection.
90) What is emotional intelligence? Briefly explain the arguments for and against emotional
intelligence.
91) Which of the following is not true regarding emotion regulation?
A) It can be defined as a person’s ability to understand the meaning of emotions.
B) Persons engaging in emotion regulation might try to cheer themselves when they’re feeling
down.
C) It involves identifying and modifying the emotions one feels.
D) Emotion regulation is a strong predictor of task performance for some jobs and organization
citizenship behavior.
E) Surface acting has only a minimal effect on emotion regulation.
92) As part of their sales training, the staff at Penny Stores is encouraged to build personal
relationships with the store’s patrons. Apart from receiving product training, the staff is taught to
follow a scripted sales process wherein they must greet the customers, introduce themselves, and
enquire about their purchase. They are also encouraged to engage in casual conversation with the
customer. In a recent survey conducted by the marketing department, it was revealed that
customers were dissatisfied with the level of service at Penny Stores. Which of the following, if
true, best explains this situation?
A) Customers come to Penny Stores to make high-involvement purchases.
B) Customers associate superior service with efficiency and not friendliness.
C) Penny Stores offer an extensive range of consumer products.
D) The training period for the staff is three weeks long.
E) The staff at Penny Stores is friendly but not familiar.
93) Racial diversity also has an effect: if diversity is low, the minority will engage in emotion
regulation, perhaps to “fit in” with the majority race as much as possible; if diversity is high and
many different races are represented, the majority race will employ emotion regulation, perhaps
to integrate themselves with the whole group.
94) Cognitive reappraisal is one method to regulate emotions effectively.
95) Mindfulness can lead to improved job performance, work-life balance, and sleep quality as
well as reduced turnover intentions, retaliatory behaviors, and counterproductive work behaviors.
96) Zach is a pharmaceutical sales representative and must put on a smile every day at work with
his clients. Discuss the emotional labor exerted by Zach. Explain the significance of the
emotional intelligence demanded of Zach to be successful, and describe how he applies his
emotions and moods in his job.
97) Discuss the emotional labor experienced by a customer service executive. Explain how a
worker’s emotional state can affect customer service and customers.
98) Which of the following statements is true regarding the effects of moods and emotions on
decision making?
A) Moods and emotions have no direct influence on decision making.
B) People in good moods are less likely than others to use heuristics to make decisions.
C) Positive emotions tend to diminish problem-solving skills and analytical skills.
D) People with positive emotions are slower at processing information than depressed people.
E) Individuals in a negative mood may take higher risks than they do in a positive mood.
99) Amber and Emma were recently hired by a marketing agency. Though there is a lot of work
that has been allotted to both, Amber is always in a good mood. Emma, on the other hand,
appears to be in a negative mood. Compared to Emma, Amber is more likely to ________.
A) take an extended time at processing information
B) have poor problem-solving skills
C) make poorer decisions
D) find more original solutions to problems
E) weigh all possible options rather than the most likely ones
100) Dawn Wang heads an ad agency in Texas and regularly needs to work with copywriters,
artists, and designers to come up with effective branding solutions for products. For one of the
company’s esteemed clients, Wang and her team need to brainstorm ideas for a slogan for the
client’s new line of clothing. In such a situation, why is it particularly important for Wang to
keep her team happy?
A) People take a long time at processing information when they are in a good mood.
B) People tend to weigh all options to make less likely decisions when 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 make decisions quickly when they are in a good mood.
E) People are more creative and produce more ideas when they are in a good mood.
101) Which of the following statements is true regarding negotiation?
A) Displaying a negative emotion at a negotiation can never be effective.
B) Angry negotiators who have less power than opponents have better outcomes.
C) Individuals who do poorly in a negotiation are more willing to be cooperative in future
negotiations.
D) Feeling bad about your performance during a negotiation tends to impair future negotiations.
E) Individuals who do poorly in a negotiation develop positive perceptions of their counterpart.
102) Tiffany Crowe works as a showroom executive at a clothing boutique in London. Today,
she is in a positive mood and instantly greets and smiles at a customer who walks into the store.
The customer feels welcomed by her response. While browsing the store, Crowe helps the
customer with products and passes on her positive mood to the customer. The customer leaves
the store feeling content with a smile on her face. Which of the following best describes this
situation?
A) emotional contagion
B) positivity offset
C) cognitive dissonance
D) framing effect
E) bandwagon effect
103) Green Earth, an environmental organization in Oklahoma, recently recruited Phyllis Galvan
as a project coordinator. Galvan’s manager has noticed that ever since she has joined, she has
been extremely positive about her work and takes up challenges without complaining. In
addition, she maintains a positive ambience by helping colleagues and smiling at everyone she
interacts with. Her behavior has had a positive effect on her colleagues, who have started
behaving in a similar manner. Which of the following concepts is demonstrated in this example?
A) emotional dissonance
B) Ben Franklin effect
C) unit bias
D) anchoring effect
E) emotional contagion
104) People often behave in ways that violate established norms and threaten the organization,
its members, or both. Such actions are called ________.
A) counterproductive work behaviors
B) social alienation behaviors
C) role engulfment
D) behavioral contagion
E) behavioral modernity
105) Jonathan Cowan is upset because he was passed over for a promotion he had really worked
hard for. In response to his anger toward the manager and the company, he has started gossiping
about the manager with his colleagues and assigning blame on him unnecessarily. Jonathan’s
behavior is an example of ________.
A) deviant workplace behavior
B) distinction bias
C) cognitive dissonance
D) positivity offset
E) emotional dissonance
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106) Which of the following is an example of counterproductive behavior?
A) sabotaging one’s organization’s computers
B) taking blame for not achieving a deadline
C) putting forward one’s views in a brainstorming session
D) working during the weekend to make up for backlog
E) requesting a two-day leave during the Christmas season
107) Suppression used in crisis situations appears to help an individual recover from the event
emotionally, while suppression used as an everyday emotion regulation technique can take a toll
on mental ability, emotional ability, health, and relationships.
108) Most managers agree that the evidence on EI indicates that it should not be a factor in
hiring employees, especially for jobs that demand a high degree of social interaction.
109) People in good moods tend to be more creative than people in bad moods.
110) You are right to want to strategize how to calm the situation since it hurts you, your
coworkers, and the company.
111) How can managers influence moods? Explain.