Deck 5: Coping With Organizational Life: Emotions and Stress

Question 1

All of the following are ways to control anger EXCEPT:

A) practice relaxation.
B) change the way you think.
C) use humor.
D) stay in the room to confront the situation.

Answer 1

D

Question 2

As a flight attendant, Mary Ann is supposed to smile and act cheerful at all times on the flight; however, she feels tired and annoyed. The conflict between the emotion she feels and the emotion she is required to express is called emotional:

A) dissonance.
B) labor.
C) conflict.
D) incongruence.

Answer 2

A

Question 3

Which of the following is NOT an example of a self-conscious emotion?

A) Guilt
B) Embarrassment
C) Scorn
D) Pride

Answer 3

C

Question 4

Emotions that people actually experienced are known as:

A) known emotions.
B) displayed emotions.
C) felt emotions.
D) processed emotions.

Question 5

Stressors are:

A) the effects of stress.
B) the complex pattern of emotional, physiological, and related thoughts.
C) the interpretations a person makes of stress and strain.
D) the external demands that create stress.

Question 6

Growing evidence suggests that high levels of stress adversely affect:

A) physical health.
B) psychological well-being.
C) task performance.
D) All of the above.

Question 7

Stress occurs when:

A) a situation is perceived as threatening to important goals.
B) people believe they can cope with the potential dangers.
C) the situation faced is difficult, but not out of control.
D) someone's expectations are met unexpectedly.

Question 8

Happy employees are ________ than less happy people.

A) less inclined to resign
B) more inclined to resign
C) less highly paid
D) working for less profitable organizations

Question 9

Overt reactions that express feelings about events are called:

A) moods.
B) expressions.
C) emotions.
D) All of the above.

Question 10

Mood is a combination of both:

A) who we are and conditions we face.
B) feelings and personality.
C) emotions and personality.
D) emotions and environment.

Question 11

Positive mood helps people:

A) recall positive things.
B) recall negative things.
C) do less work.
D) Both B and C.

Question 12

Happier people tend to ________ less happy people.

A) under-perform
B) out-perform
C) take more jobs than
D) Both A and C.

Question 13

Which type of stressor has the longest-term effect on body, mind, and spirit?

A) Chronic stressor
B) Acute stressor
C) Episodic stressor
D) None of the above.

Question 14

The ________ identifies various factors that lead to people's emotional reactions on the job and how their reactions affect them.

A) core self-evaluation model
B) accommodative processing paradigm
C) assimilative processing schematic
D) affective events theory

Question 15

When Berry is dealing with an irate customer, he finds himself biting his tongue to keep himself from saying what he really wants to say. This is referred to as emotional:

A) dissonance.
B) labor.
C) conflict.
D) incongruence.

Question 16

Emotions that people show others are known as:

A) known emotions.
B) displayed emotions.
C) felt emotions.
D) processed emotions.

Question 17

The practice of ________ consists of systematic efforts to reduce people's feelings of anger and the physiological arousal caused by those feelings.

A) psychological exploration
B) interpersonal intervention
C) cross-functional counseling
D) anger management

Question 18

Strain is different from stress in that:

A) strain is less serious than stress.
B) strain is a reaction to stress.
C) strain is a cause of stress.
D) strain refers to physical reactions, while stress refers to mental reactions.

Question 19

Which of the following is NOT an example of a social emotion?

A) Pity
B) Jealousy
C) Scorn
D) Pride

Question 20

Informal standards concerning the appropriate ways to express emotions are called:

A) display rules.
B) culture.
C) norms.
D) emotion rules.

Question 21

When asked whether they had ever been the object of sexual advances, propositions, or unwanted sexual discussions from men who supervise them, ________ of the women surveyed answered "yes."

A) 30%
B) 40%
C) 50%
D) 60%

Question 22

Switching back and forth between the demands of work and family is called:

A) role conflict.
B) role juggling.
C) role ambiguity.
D) qualitative overload.

Question 23

The most highly stressed job in the U.S. is ________.

A) used car salesperson
B) civil engineer
C) inner-city high school teacher
D) air traffic controller

Question 24

Of 1300 Americans surveyed, what percentage reported that they worked over 12 hours a day?

A) 25%
B) 37%
C) 52%
D) 75%

Question 25

If you are suffering from information anxiety, you feel:

A) bombarded by information.
B) guilty because you lack important information.
C) worried that you may be caught not knowing something that others know.
D) Any of the above.

Question 26

Some people violate the general rule regarding stress and function very well even under high levels of stress. This is likely to be the case when:

A) they are highly skilled.
B) they perceive the situation as a threat.
C) the task at hand is perceived as very easy.
D) they are Type B personalities.

Question 27

Of 1300 Americans surveyed, what percentage reported that they routinely skipped lunch?

A) 25%
B) 40%
C) 50%
D) 75%

Question 28

Women are more likely than men to cope with stress by doing which of the following?

A) Eating a proper diet
B) Exercising regularly
C) Talking to their friends about their problems
D) All of the above.

Question 29

Lashing out at others in response to stressful encounters at work is called:

A) desk rage.
B) information anxiety.
C) role conflict.
D) strain.

Question 30

Which of the following is a potent source of stress for working parents?

A) role ambiguity.
B) qualitative overload.
C) role juggling.
D) social isolation.

Question 31

Smoking, drug and alcohol use, and violence are all examples of ________ consequences of stress.

A) behavioral
B) medical
C) psychological
D) physiological

Question 32

Which of the following is LEAST likely to cause greater, higher levels of stress?

A) Constant monitoring of electronic devices
B) Working in unpleasant physical conditions
C) Performing unstructured tasks
D) Making few decisions

Question 33

When people confront incompatible demands from their work and personal lives, they experience:

A) role conflict.
B) qualitative overload.
C) role ambiguity.
D) social isolation.

Question 34

The current state of the problem of sexual harassment in the workplace is indicated by the fact that:

A) men are now experiencing sexual harassment more than women.
B) one-half of the men polled in a recent survey admitted to having done something that might be construed as sexual harassment.
C) over 2/3 of employed women indicated they had been the object of sexual harassment.
D) there has been a significant decline in sexual harassment complaints filed with the EEOC.

Question 35

According to some estimates, stress plays a role in ________ percent of physical illness.

A) 20-30
B) 30-40
C) 40-60
D) 50-70

Question 36

When a person experiences stress due to gender-related unwanted communication or contact, she is likely experiencing which of the following:

A) role conflict.
B) quantitative underload.
C) role ambiguity.
D) sexual harassment.

Question 37

As a general rule, the effects of stress on task performance are:

A) mostly negative.
B) curvilinear in nature.
C) mostly positive.
D) negative at moderate levels, but positive at higher levels.

Question 38

People experience stress when:

A) expectations over role are resolved.
B) they have too little to do.
C) role ambiguity is relieved.
D) they have no responsibility for others.

Question 39

Ronda is a vice president of marketing and mother to three young children. Ronda is probably experiencing which of the following?

A) Role conflict
B) Qualitative overload
C) Role juggling
D) Social isolation

Question 40

One example of a job that is generally not stressful is:

A) forester.
B) public relations executive.
C) real estate agent.
D) advertising account executive.

Question 41

An organization attempting to lower its employees' levels of stress could:

A) downsize its workforce.
B) implement wellness programs.
C) restructure the organization.
D) do all of the above.

Question 42

Which of the following characteristics of burnout is associated with attitudinal exhaustion?

A) Depersonalization
B) Emotional exhaustion
C) Physical exhaustion
D) Feelings of low personal accomplishment

Question 43

Which of the following is NOT a behavioral consequence of stress?

A) Smoking
B) Drug abuse
C) Alcohol abuse
D) Family conflict

Question 44

Which of the following characteristics of burnout is associated with feelings of helplessness and depression?

A) Depersonalization
B) Emotional exhaustion
C) Physical exhaustion
D) Feelings of low personal accomplishment

Question 45

Which of the following is NOT a medical consequence of stress?

A) Ulcers
B) Cancer
C) Alcohol abuse
D) Diabetes

Question 46

Burnout can be caused by:

A) not feeling appreciated.
B) prolonged exposure to stress.
C) poor opportunities for promotion.
D) All of the above.

Question 47

In dealing with desk rage, experts suggest that you:

A) identify the trigger.
B) deal with the feud within the workplace.
C) try to confront the person.
D) encourage all involved to confront the issue immediately.

Question 48

Which of the following characteristics of burnout is associated with low energy?

A) Depersonalization
B) Emotional exhaustion
C) Physical exhaustion
D) Feelings of low personal accomplishment

Question 49

When Jose thinks about his work, he has a nagging feeling that he hasn't been able to accomplish much. This is an example of:

A) depersonalization.
B) emotional exhaustion.
C) physical exhaustion.
D) feelings of low personal accomplishment.

Question 50

The friendship and support of others that helps minimize stress is referred to as:

A) work support.
B) kinship.
C) social support.
D) None of the above.

Question 51

Many of today's companies offer ________ to provide their workers with assistance for various personal problems, such as substance abuse, career planning, and financial or legal problems.

A) wellness programs
B) time management programs
C) employee assistance programs
D) tough love programs

Question 52

Which of the following is a psychological consequence of stress?

A) Smoking
B) Drug abuse
C) Alcohol abuse
D) Family conflict

Question 53

In what percentage of cases in which EAP services are provided are work losses avoided?

A) 15%
B) 30%
C) 40%
D) 60%

Question 54

Social support can help:

A) boost self-esteem.
B) provide diversions.
C) provide needed resources.
D) All of the above.

Question 55

Which of the following characteristics of burnout is associated with the feeling that one hasn't been able to accomplish much?

A) Depersonalization
B) Emotional exhaustion
C) Physical exhaustion
D) Feelings of low personal accomplishment

Question 56

One example of a health problem that can be caused by stress is:

A) stroke.
B) cirrhosis of the liver.
C) lung disease.
D) All of the above.

Question 57

Characteristics of depersonalization include:

A) an attitude of exhaustion.
B) tendency to become cynical.
C) tendency to derogate others.
D) All of the above.

Question 58

Julia has powerful feelings of helplessness and a sense of ongoing depression. This is an example of:

A) depersonalization.
B) emotional exhaustion.
C) physical exhaustion.
D) feelings of low personal accomplishment.

Question 59

Ray is feeling helpless, depressed, and trapped in his job after three months of 100-hour work weeks weren't sufficient to win a big contract for his company. Ray is probably experiencing:

A) work strain.
B) emotional exhaustion.
C) physical exhaustion.
D) cognitive exhaustion.

Question 60

Plans that help employees with problems such as substance abuse, career planning, and legal problems are called:

A) stress management programs.
B) organizational citizenship programs.
C) employee assistance programs.
D) None of these.

Question 61

When confronted with rising tension, people may find it useful to make a conscious decision to insert a brief period of delay known as:

A) meditation.
B) time-out.
C) equilibrium restoration.
D) cosmic consciousness.

Question 62

An emotion can be defined as a feeling that exists in the background and is not overt.

Question 63

One of the most important considerations when managing time is:

A) assigning priorities to tasks.
B) accurately assessing how much time each task will take.
C) carefully keeping track of what needs to be accomplished.
D) All of the above.

Question 64

Table 5.1
Will is experiencing stress at work because he is not clear about what to do in his new job, what his work priorities should be. His boss is out due to major surgery, and no one else knows what his job is. Jane is a typical 2010 woman; good career, married, and with a small child. As her career advances she is experiencing more and more stress because her husband wants her home more. Her parents are proud of her career success, yet they keep saying things like, "No sense having children if you're going to let someone else raise them." Tom is in a matrix reporting relationship with several other people. His boss has authority over the whole matrix; Tom does not, yet Tom is responsible for the performance of the people in the matrix. He isn't sure who he can tell what to do and who he has to let his boss tell. A deadline is approaching, and Tom is stressed out. Tom's boss, John, is also stressed. He isn't clarifying who reports to whom because he worries about everyone and doesn't want to let go of watching over them. He thinks that he may have to terminate Jane because her home situation is interfering so much with work that it is creating problems for the project. He is agonizing over this. Having been fired once in his career, he knows how painful it can be.
Refer to Table 5.1. Tom's stress is being caused by:

A) quantitative overload.
B) role conflict.
C) qualitative overload.
D) role ambiguity.

Question 65

Jobs that include decision-making responsibilities are less stressful than non-decision-making jobs because the ability to make decisions gives the employee more control.

Question 66

The process of learning to clear one's mind of external thoughts is called:

A) relaxation training.
B) meditation.
C) coping.
D) focusing.

Question 67

Table 5.1
Will is experiencing stress at work because he is not clear about what to do in his new job, what his work priorities should be. His boss is out due to major surgery, and no one else knows what his job is. Jane is a typical 2010 woman; good career, married, and with a small child. As her career advances she is experiencing more and more stress because her husband wants her home more. Her parents are proud of her career success, yet they keep saying things like, "No sense having children if you're going to let someone else raise them." Tom is in a matrix reporting relationship with several other people. His boss has authority over the whole matrix; Tom does not, yet Tom is responsible for the performance of the people in the matrix. He isn't sure who he can tell what to do and who he has to let his boss tell. A deadline is approaching, and Tom is stressed out. Tom's boss, John, is also stressed. He isn't clarifying who reports to whom because he worries about everyone and doesn't want to let go of watching over them. He thinks that he may have to terminate Jane because her home situation is interfering so much with work that it is creating problems for the project. He is agonizing over this. Having been fired once in his career, he knows how painful it can be.
Refer to Table 5.1. Which of the following strategies would be of the most help to Will at this point in his career?

A) More information about his job duties
B) Family-supportive practices
C) A stress management program
D) Life balancing through exercise and diet

Question 68

The effects of stress can be minimized by:

A) taking work problems home at the end of the day and working on them at your leisure.
B) getting into better physical condition.
C) using emotion-focused coping rather than problem-focused coping.
D) consuming less fiber-rich foods.

Question 69

A recent comprehensive survey comparing the stressors faced by men and women in the workplace concluded that ________.

A) women encountered more changes and greater pressure to perform well on the job
B) chaotic, demanding jobs are more likely to be stressful for women than for men
C) women are more likely than men are to be victims of sexual harassment on the job
D) All of the above

Question 70

________ is the practice of showing up for work but being too sick to work effectively.

A) True grit
B) Presenteeism
C) Disassociation
D) Cognitive dissonance

Question 71

Table 5.1
Will is experiencing stress at work because he is not clear about what to do in his new job, what his work priorities should be. His boss is out due to major surgery, and no one else knows what his job is. Jane is a typical 2010 woman; good career, married, and with a small child. As her career advances she is experiencing more and more stress because her husband wants her home more. Her parents are proud of her career success, yet they keep saying things like, "No sense having children if you're going to let someone else raise them." Tom is in a matrix reporting relationship with several other people. His boss has authority over the whole matrix; Tom does not, yet Tom is responsible for the performance of the people in the matrix. He isn't sure who he can tell what to do and who he has to let his boss tell. A deadline is approaching, and Tom is stressed out. Tom's boss, John, is also stressed. He isn't clarifying who reports to whom because he worries about everyone and doesn't want to let go of watching over them. He thinks that he may have to terminate Jane because her home situation is interfering so much with work that it is creating problems for the project. He is agonizing over this. Having been fired once in his career, he knows how painful it can be.
Refer to Table 5.1. Will is experiencing stress due to:

A) quantitative overload.
B) role conflict.
C) qualitative overload.
D) role ambiguity.

Question 72

Culture has little to do with how and when people express emotions.

Question 73

Table 5.1
Will is experiencing stress at work because he is not clear about what to do in his new job, what his work priorities should be. His boss is out due to major surgery, and no one else knows what his job is. Jane is a typical 2010 woman; good career, married, and with a small child. As her career advances she is experiencing more and more stress because her husband wants her home more. Her parents are proud of her career success, yet they keep saying things like, "No sense having children if you're going to let someone else raise them." Tom is in a matrix reporting relationship with several other people. His boss has authority over the whole matrix; Tom does not, yet Tom is responsible for the performance of the people in the matrix. He isn't sure who he can tell what to do and who he has to let his boss tell. A deadline is approaching, and Tom is stressed out. Tom's boss, John, is also stressed. He isn't clarifying who reports to whom because he worries about everyone and doesn't want to let go of watching over them. He thinks that he may have to terminate Jane because her home situation is interfering so much with work that it is creating problems for the project. He is agonizing over this. Having been fired once in his career, he knows how painful it can be.
Refer to Table 5.1. John's stress is apparently a function of:

A) being responsible for others.
B) social isolation.
C) qualitative overload.
D) role ambiguity.

Question 74

Table 5.1
Will is experiencing stress at work because he is not clear about what to do in his new job, what his work priorities should be. His boss is out due to major surgery, and no one else knows what his job is. Jane is a typical 2010 woman; good career, married, and with a small child. As her career advances she is experiencing more and more stress because her husband wants her home more. Her parents are proud of her career success, yet they keep saying things like, "No sense having children if you're going to let someone else raise them." Tom is in a matrix reporting relationship with several other people. His boss has authority over the whole matrix; Tom does not, yet Tom is responsible for the performance of the people in the matrix. He isn't sure who he can tell what to do and who he has to let his boss tell. A deadline is approaching, and Tom is stressed out. Tom's boss, John, is also stressed. He isn't clarifying who reports to whom because he worries about everyone and doesn't want to let go of watching over them. He thinks that he may have to terminate Jane because her home situation is interfering so much with work that it is creating problems for the project. He is agonizing over this. Having been fired once in his career, he knows how painful it can be.
Refer to Table 5.1. Jane's stress seems most likely to be caused by:

A) quantitative overload.
B) role conflict.
C) sexual harassment.
D) role ambiguity.

Question 75

Research has shown that when people have social support:

A) their ability to resist the adverse effects of stress increases.
B) their ability to resist the adverse effects of stress decreases.
C) they experience less strength.
D) they are less likely to experience role ambiguity.

Question 76

Cultural norms in Great Britain encourage people there to "tone down" their emotional displays.

Question 77

People have an infinite number of different emotions.

Question 78

For sexual harassment to exist there must be overt, extreme, and unpleasant actions of a sexual nature directly specifically at a person of the opposite sex.

Question 79

There are 5 major categories of emotions.

Question 80

People throughout the world generally portray particular emotions by using the same facial expressions.