Exam 4: Emotions and Moods

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 ________.

Johanna Godfrey works as a guest relations executive at a five star deluxe hotel in Washington. During the course of 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 ________.

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

Heather Donahue who works as a receptionist at a finance firm in New Jersey has been dissatisfied with her job for several months now. She finds the job uninteresting because of its monotonous nature where all she needs to do is receive calls. During work hours, she often experiences emotions such as tiredness, weariness, and boredom. Which of the following mood dimensions is she most likely to be experiencing?

People who have a stressful day at work also have trouble relaxing after they get off work.

How can managers influence moods? Explain.

Surface acting refers to trying to modify one's true inner feelings based on display rules.

Robert Springer woke up in the morning and felt a sense of joy and peace as he got ready for work. At work, though challenges came his way, he tackled them without getting stressed about them. This feeling lasted for several days that week. What is one of the reasons that Springer's feeling can be categorized as a mood and not as an emotion?

The ability of people to detect and to manage emotional cues and information is known as emotional intelligence.

Which of the following is true according to the affective events theory?

Ashley 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?

________ refers to feelings that tend to be less intense than emotions and that lack a contextual stimulus.

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?

Deep acting is hiding inner feelings and forgoing emotional expressions in response to display rules.

On which day of the week does the positive effect tend to be highest?

________ is a pure marker of high positive affect.

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 ________.

Nervousness is a pure marker of low negative affect.

Which of the following statements is true regarding surface acting?

What is emotional labor? What is its relation with emotional dissonance? Explain.