Question 1

Which of the following is an example of surface acting?

Accepted Answer

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 mateF) B) and C)
G) B) and E)

Question 2

What impact do social activities have on one's moods?

Accepted Answer

For most people, social activities incre...

Question 3

The findings of a recent company survey at Rader Industries showed that employees are experiencing high levels of work stress. To offset this, a manager suggests instituting a leave policy whereby employees must go on a mandatory vacation for seven days in the year.
-The manager's suggestion is based on which of the following assumptions?

Accepted Answer

A)   Employees are not experiencing a lack of work-life balance.
B)   Employees' workload can be adjusted to accommodate their requests to go on leave.
C)   Employees have been misusing the company's policy that allows them to exchange unused leave for cash.
D)   Employees have been able to go on leave whenever they wanted to.
E)   Employees have been working on regular working days of the year.F) C) and D)
G) A) and E)

Question 4

________ is a pure marker of low positive affect.

Accepted Answer

A)   Stressed
B)   Relaxed
C)   Bored
D)   Nervous
E)   AlertF) A) and B)
G) A) and C)

Question 5

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?

Accepted Answer

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.F) None of the above
G) B) and C)

Question 6

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?

Accepted Answer

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.F) None of the above
G) C) and E)

Question 7

Negative affect is a mood dimension consisting of ________ at the high end.

Accepted Answer

A)   nervousness
B)   relaxation
C)   contentment
D)   serenity
E)   depressionF) C) and E)
G) A) and D)

Question 8

Which of the following is a characteristic of emotions?

Accepted Answer

A)   Emotions are short-lived feeling experiences.
B)   Emotions last for a longer time period than moods.
C)   Emotions are never action-oriented in nature.
D)   Emotions lack a contextual stimulus.
E)   Emotions involve less intense feelings than moods.F) A) and E)
G) A) and D)

Question 9

Emotions such as relaxation, serenity, and calmness comprise the ________ mood dimension.

Accepted Answer

A)   low positive affect
B)   neutral affect
C)   low negative affect
D)   high positive affect
E)   high negative affectF) B) and C)
G) A) and E)

Question 10

Activities that are formal or sedentary are more strongly associated with increases in positive mood than activities that are physical, informal, or epicurean.

Accepted Answer

A) True 
 B)False

Question 11

Erin Corbett works at a software company and is in charge of the help desk. A short while ago, she received a call from a discontented customer about a problem he is facing due to the company's software. Though she tried to help the customer with the software, he refused to listen to her. He continued yelling at her and finally banged the phone down. Corbett feels exasperated after hanging up the phone and goes for a cup of coffee to calm herself down. What makes Corbett's anger an emotion, rather than a mood?

Accepted Answer

A)   The cause of her behavior is unclear.
B)   The feeling of being angry is prolonged.
C)   The anger has a contextual stimulus.
D)   The response is void of action.
E)   The response is cognitive in nature.F) B) and C)
G) C) and E)

Question 12

Which of the following is not true regarding emotion regulation?

Accepted Answer

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.F) D) and E)
G) A) and C)

Question 13

________ are cognitive in nature, have an unclear, general cause, and last for several hours or days.

Accepted Answer

A)   Emotions
B)   Feelings
C)   Perceptions
D)   Moods
E)   ReactionsF) B) and C)
G) A) and C)

Question 14

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.

Accepted Answer

A) True 
 B)False

Question 15

________ refers to inconsistencies between the emotions people feel and the emotions they project.

Accepted Answer

A)   Collective efficacy
B)   Emotional dissonance
C)   Social loafing
D)   Positivity offset
E)   Self-concordanceF) A) and E)
G) A) and B)

Question 16

What is the difference between felt emotions and displayed emotions?

Accepted Answer

Felt emotions are an individual's actual...

Question 17

Anna Madison works as a receptionist at a fashion magazine. One morning, her boss walks into the office and yells at her, telling her that the front office is a mess and she needs to clean it immediately. After her boss leaves the room, Madison goes to the front office and violently slams trash into the bin. Which of the following best describes Madison's anger?

Accepted Answer

A)   a recognition
B)   an insight
C)   a mood
D)   an emotion
E)   a perceptionF) B) and C)
G) B) and D)

Question 18

Which of the following statements is true regarding negotiation?

Accepted Answer

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.F) B) and C)
G) None of the above

Question 19

________ refers to individual differences in strength with which individuals experience their emotions.

Accepted Answer

A)   The Hawthorne effects
B)   Affect intensity
C)   Intelligence quotient
D)   Positivity offset
E)   Ambiguity effectF) D) and E)
G) All of the above

Question 20

Discuss whether there are gender differences regarding emotions.

Accepted Answer

The common belief is that women are more...

Exam 4: Emotions and Moods

________ are cognitive in nature, have an unclear, general cause, and last for several hours or days.

Correct Answer
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Correct Answer
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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.

Correct Answer
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Correct Answer
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Negative affect is a mood dimension consisting of ________ at the high end.

Correct Answer
verified

________ refers to inconsistencies between the emotions people feel and the emotions they project.

Correct Answer
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Activities that are formal or sedentary are more strongly associated with increases in positive mood than activities that are physical, informal, or epicurean.

Correct Answer
verified

________ is a pure marker of low positive affect.

Correct Answer
verified

Which of the following statements is true regarding negotiation?

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 surface acting?

Correct Answer
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Emotions such as relaxation, serenity, and calmness comprise the ________ mood dimension.

Correct Answer
verified

Correct Answer
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________ refers to individual differences in strength with which individuals experience their emotions.

Correct Answer
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Which of the following is not true regarding emotion regulation?

Correct Answer
verified

Correct Answer
verified

What is the difference between felt emotions and displayed emotions?

Correct Answer
verified
Felt emotions are an individual's actual...
View Answer

What impact do social activities have on one's moods?

Correct Answer
verified
For most people, social activities incre...
View Answer

Correct Answer
verified

Which of the following is a characteristic of emotions?

Correct Answer
verified

Exam 4: Emotions and Moods

________ are cognitive in nature, have an unclear, general cause, and last for several hours or days.

Correct AnswerverifiedShow Answer

Correct AnswerverifiedShow Answer

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.

Correct AnswerverifiedShow Answer

Correct AnswerverifiedShow Answer

Negative affect is a mood dimension consisting of ________ at the high end.

Correct AnswerverifiedShow Answer

________ refers to inconsistencies between the emotions people feel and the emotions they project.

Correct AnswerverifiedShow Answer

Activities that are formal or sedentary are more strongly associated with increases in positive mood than activities that are physical, informal, or epicurean.

Correct AnswerverifiedShow Answer

________ is a pure marker of low positive affect.

Correct AnswerverifiedShow Answer

Which of the following statements is true regarding negotiation?

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 surface acting?

Correct AnswerverifiedShow Answer

Emotions such as relaxation, serenity, and calmness comprise the ________ mood dimension.

Correct AnswerverifiedShow Answer

Correct AnswerverifiedShow Answer

________ refers to individual differences in strength with which individuals experience their emotions.

Correct AnswerverifiedShow Answer

Which of the following is not true regarding emotion regulation?

Correct AnswerverifiedShow Answer

Correct AnswerverifiedShow Answer

What is the difference between felt emotions and displayed emotions?

Correct AnswerverifiedFelt emotions are an individual's actual...View AnswerShow Answer

What impact do social activities have on one's moods?

Correct AnswerverifiedFor most people, social activities incre...View AnswerShow Answer

Correct AnswerverifiedShow Answer

Which of the following is a characteristic of emotions?

Correct AnswerverifiedShow Answer

Correct Answer
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Correct Answer
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Correct Answer
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Correct Answer
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Correct Answer
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Correct Answer
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Correct Answer
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Correct Answer
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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
verified

Correct Answer
verified

Correct Answer
verified

Correct Answer
verified

Correct Answer
verified

Correct Answer
verified
Felt emotions are an individual's actual...
View Answer

Correct Answer
verified
For most people, social activities incre...
View Answer

Correct Answer
verified

Correct Answer
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