Question 1

Surface acting deals with felt emotions rather than displayed emotions.

Accepted Answer

A) True 
 B)False  False

Question 2

Emotions are ________.

Accepted Answer

A)  independent of the personality of individuals 
B)  strongly affected by weather 
C)  less intense as compared to moods 
D)  less likely to be caused by a specific event than moods 
E)  critical to rational thinking 
A)  independent of the personality of individuals 
B)  strongly affected by weather 
C)  less intense as compared to moods 
D)  less likely to be caused by a specific event than moods 
E)  critical to rational thinking E

Question 3

Which of the following statements is true regarding emotions?

Accepted Answer

A)  Emotions are caused by specific events. 
B)  Emotions last longer than moods. 
C)  Moods are more action oriented in nature than emotions. 
D)  Emotions are generally not indicated by distinct facial expressions. 
E)  Emotions are less intense feelings than moods. 
A)  Emotions are caused by specific events. 
B)  Emotions last longer than moods. 
C)  Moods are more action oriented in nature than emotions. 
D)  Emotions are generally not indicated by distinct facial expressions. 
E)  Emotions are less intense feelings than moods. A

Question 4

What is positivity offset?

Accepted Answer

A)  having misperceptions of one's environment 
B)  experiencing self-elation 
C)  experiencing the fundamental attribution error 
D)  exhibiting a self-serving bias when there is negative input 
E)  experiencing a mildly positive mood at zero input 
A)  having misperceptions of one's environment 
B)  experiencing self-elation 
C)  experiencing the fundamental attribution error 
D)  exhibiting a self-serving bias when there is negative input 
E)  experiencing a mildly positive mood at zero input

Question 5

Studies indicate that emotional intelligence is moderately correlated with job performance.

Accepted Answer

A) True 
 B)False

Question 6

Which of the following mood dimensions is a pure marker of high negative affect?

Accepted Answer

A)  depression 
B)  stress 
C)  fatigue 
D)  boredom 
E)  nervousness 
A)  depression 
B)  stress 
C)  fatigue 
D)  boredom 
E)  nervousness

Question 7

Discuss whether there are gender differences regarding emotions.

Accepted Answer

The common belief is that women are more

Question 8

Julia is highly aware of her own and other's emotions. She is good at reading emotional cues and knows how to express her emotions without violating organizational norms. This information indicates that Julia has ________.

Accepted Answer

A)  low cognitive dissonance 
B)  low self-esteem 
C)  low emotional dissonance 
D)  high emotional intelligence 
E)  high job satisfaction 
A)  low cognitive dissonance 
B)  low self-esteem 
C)  low emotional dissonance 
D)  high emotional intelligence 
E)  high job satisfaction

Question 9

Which of the following statements is true regarding people's interpretation of emotions across cultures?

Accepted Answer

A)  People's interpretation of emotions varies greatly across cultures. 
B)  Some cultures do not desire love and happiness and interpret these emotions to be destructive. 
C)  Western individualistic cultures such as the United States view pride as undesirable. 
D)  Pride is generally a negative emotion in Eastern cultures such as China and Japan. 
E)  In China, people report experiencing more positive and negative emotions than people in other cultures, and the emotions they experience are more intense. 
A)  People's interpretation of emotions varies greatly across cultures. 
B)  Some cultures do not desire love and happiness and interpret these emotions to be destructive. 
C)  Western individualistic cultures such as the United States view pride as undesirable. 
D)  Pride is generally a negative emotion in Eastern cultures such as China and Japan. 
E)  In China, people report experiencing more positive and negative emotions than people in other cultures, and the emotions they experience are more intense.

Question 10

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

Accepted Answer

Most jobs require emotional labor, an em

Question 11

Surface acting deals with ________ emotions.

Accepted Answer

A)  negative 
B)  weak 
C)  strong 
D)  displayed 
E)  felt 
A)  negative 
B)  weak 
C)  strong 
D)  displayed 
E)  felt

Question 12

Evidence indicates that EI is genetically influenced.

Accepted Answer

A) True 
 B)False

Question 13

Emotions last longer than moods.

Accepted Answer

A) True 
 B)False

Question 14

Erin works at a software company, in charge of the help desk. After being yelled at by a customer about the state of her company's software, she becomes angry, and has to take a short break to calm down. What makes her anger an emotion, rather than a mood?

Accepted Answer

A)  It is a simple, unambiguous feeling. 
B)  Her response is prolonged. 
C)  It has a contextual stimulus. 
D)  Her response is not accompanied by facial expressions. 
E)  It is cognitive in nature. 
A)  It is a simple, unambiguous feeling. 
B)  Her response is prolonged. 
C)  It has a contextual stimulus. 
D)  Her response is not accompanied by facial expressions. 
E)  It is cognitive in nature.

Question 15

For most people social activities decrease positive mood.

Accepted Answer

A) True 
 B)False

Question 16

A ________ means that when nothing is going on, people are generally in a mildly good mood.

Accepted Answer

A)  low positive affect 
B)  positivity offset 
C)  high positive affect 
D)  residual positivity 
E)  high negative affect 
A)  low positive affect 
B)  positivity offset 
C)  high positive affect 
D)  residual positivity 
E)  high negative affect

Question 17

Andy, Ben, Liza, Ted, and Jim are online customer service representatives. They have all been reprimanded by their boss. Andy is 24 years old. Ben is 46 years old. Liza is 45 years old. Ted is 26 years old. Jim is 35 years old. Who is least likely to be upset by the reprimand?

Accepted Answer

A)  Andy 
B)  Ben 
C)  Liza 
D)  Ted 
E)  Jim 
A)  Andy 
B)  Ben 
C)  Liza 
D)  Ted 
E)  Jim

Question 18

Which of the following statements is true regarding surface acting?

Accepted Answer

A)  Surface acting is hiding inner feelings and forgoing emotional expressions in response to display rules. 
B)  A health care provider trying to genuinely feel more empathy for her patients is surface acting. 
C)  Research shows surface acting is less stressful to employees than deep acting. 
D)  Surface acting deals with felt emotions as opposed to deep acting which deals with displayed emotions. 
E)  Surface acting is trying to modify our true inner feelings based on display rules. 
A)  Surface acting is hiding inner feelings and forgoing emotional expressions in response to display rules. 
B)  A health care provider trying to genuinely feel more empathy for her patients is surface acting. 
C)  Research shows surface acting is less stressful to employees than deep acting. 
D)  Surface acting deals with felt emotions as opposed to deep acting which deals with displayed emotions. 
E)  Surface acting is trying to modify our true inner feelings based on display rules.

Question 19

________ is an emotion that falls into the category of high positive affect.

Accepted Answer

A)  Serenity 
B)  Elation 
C)  Fatigue 
D)  Boredom 
E)  Relaxation 
A)  Serenity 
B)  Elation 
C)  Fatigue 
D)  Boredom 
E)  Relaxation

Question 20

Men generally express anger more frequently than do women.

Accepted Answer

A) True 
 B)False

Surface acting deals with felt emotions rather than displayed emotions.

Emotions are ________.

Which of the following statements is true regarding emotions?

What is positivity offset?

Studies indicate that emotional intelligence is moderately correlated with job performance.

Which of the following mood dimensions is a pure marker of high negative affect?

Discuss whether there are gender differences regarding emotions.

Julia is highly aware of her own and other's emotions. She is good at reading emotional cues and knows how to express her emotions without violating organizational norms. This information indicates that Julia has ________.

Which of the following statements is true regarding people's interpretation of emotions across cultures?

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

Surface acting deals with ________ emotions.

Evidence indicates that EI is genetically influenced.

Emotions last longer than moods.

Erin works at a software company, in charge of the help desk. After being yelled at by a customer about the state of her company's software, she becomes angry, and has to take a short break to calm down. What makes her anger an emotion, rather than a mood?

For most people social activities decrease positive mood.

A ________ means that when nothing is going on, people are generally in a mildly good mood.

Andy, Ben, Liza, Ted, and Jim are online customer service representatives. They have all been reprimanded by their boss. Andy is 24 years old. Ben is 46 years old. Liza is 45 years old. Ted is 26 years old. Jim is 35 years old. Who is least likely to be upset by the reprimand?

Which of the following statements is true regarding surface acting?

________ is an emotion that falls into the category of high positive affect.

Men generally express anger more frequently than do women.

What Is Organizational Behavior

Diversity in Organizations

Attitudes and Job Satisfaction

Personality and Values

Perception and Individual Decision Making

Motivation Concepts

Motivation: From Concepts to Applications

Foundations of Group Behavior

Understanding Work Teams

Communication

Leadership

Power and Politics

Conflict and Negotiation

Foundations of Organizational Structure

Organizational Culture

Organizational Change and Stress Management

Filters

Exam 4: Emotions and Moods

Surface acting deals with felt emotions rather than displayed emotions.

Emotions are ________.

Which of the following statements is true regarding emotions?

What is positivity offset?

Studies indicate that emotional intelligence is moderately correlated with job performance.

Which of the following mood dimensions is a pure marker of high negative affect?

Discuss whether there are gender differences regarding emotions.

Julia is highly aware of her own and other's emotions. She is good at reading emotional cues and knows how to express her emotions without violating organizational norms. This information indicates that Julia has ________.

Which of the following statements is true regarding people's interpretation of emotions across cultures?

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

Surface acting deals with ________ emotions.

Evidence indicates that EI is genetically influenced.

Emotions last longer than moods.

Erin works at a software company, in charge of the help desk. After being yelled at by a customer about the state of her company's software, she becomes angry, and has to take a short break to calm down. What makes her anger an emotion, rather than a mood?

For most people social activities decrease positive mood.

A ________ means that when nothing is going on, people are generally in a mildly good mood.

Andy, Ben, Liza, Ted, and Jim are online customer service representatives. They have all been reprimanded by their boss. Andy is 24 years old. Ben is 46 years old. Liza is 45 years old. Ted is 26 years old. Jim is 35 years old. Who is least likely to be upset by the reprimand?

Which of the following statements is true regarding surface acting?

________ is an emotion that falls into the category of high positive affect.

Men generally express anger more frequently than do women.

What Is Organizational Behavior

Diversity in Organizations

Attitudes and Job Satisfaction

Personality and Values

Perception and Individual Decision Making

Motivation Concepts

Motivation: From Concepts to Applications

Foundations of Group Behavior

Understanding Work Teams

Communication

Leadership

Power and Politics

Conflict and Negotiation

Foundations of Organizational Structure

Organizational Culture

Organizational Change and Stress Management

Filters