Exam 4: Emotions and Moods

Explain the significance of emotions.

Surface acting deals only with ________ emotions.

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

When Ariana Winter is told that her dog has been killed by a car, she feels deeply saddened. Her feelings are then overcome by a surge of anger at the car driver. However minutes later, she is able to laugh and talk about the good memories spent with her pet. What is one of the reasons that Winter's reaction can be categorized as an emotion?

Displayed emotions are innate and cannot be learned.

Discuss the emotional labor experienced by a customer service executive. Explain how a worker's emotional state can affect customer service and customers.

Alana Gore works as a campaign manager at a non-profit organization in Manhattan. She was recently asked by her supervisor to give a presentation on the progress of the ongoing climate campaign. However, throughout the presentation, her colleague Kelly Simmons interrupts her by asking irrelevant questions. In addition, she tries to insult her by constantly criticizing key findings and objectives achieved. Though Gore initially tried to be patient, she eventually loses her cool and retorts back asking her to keep her questions and clarifications for the end of the presentation. Which of the following is a reason why Gore's reaction can be categorized as an emotion instead of a mood?

People often behave in ways that violate established norms and threaten the organization, its members, or both. Such actions are called ________.

Negative affect is a mood dimension consisting of nervousness, stress and anxiety at the high end and relaxation, tranquility, and poise at the low end.

Which of the following is one of the six essentially universal emotions agreed on by a majority of researchers?

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 for Elvira for the job that she's hiring for, and the reasons why she should not depend entirely on the EI measures for her selection.

Which of the following statements is most likely to be true about differences between men and women in relation to emotional reactions?

How can managers influence moods? Explain.

________ is a pure marker of high positive affect.

Ben Ervin often experiences emotions in a much stronger manner than most of his other colleagues. Events that do not provoke any significant emotional response from another person, send him into fits of happiness, anger, or depression. In view of such a situation, Ervin is displaying a high level of ________.

Which of the following is an argument used against emotional intelligence?

The term "affect intensity" refers to the individual differences in the strength with which individuals experience their emotions.

Moods are more intense than emotions and invariably arise because of a specific event acting as a stimulus.

Amber and Emma were recently hired by a marketing agency. Though there is a lot of work that has been allotted to both of them, Amber is always in a good mood. Emma, on the other hand, appears to be depressed with her job. In such a situation, as compared to Emma, Amber is more likely to ________.

A research group in Arizona recently conducted a survey among workers of a coal power plant to understand emotions and their happiness quotient. Employees at the plant often complained about poor working conditions and low insurance benefits. However, the group was surprised with the finding of the survey because employees had a positive mood 70 percent of the time during work hours. Which of the following concepts would best explain such a finding?