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©201 FlatWorld. 1
 Organizational Behavior, Version 3.0
Bauer & Erdogan

Chapter 7
Managing Stress and Emotions
TRUE/FALSE

1. There are a variety of ways to reduce stress in the workplace.

(True)

2. Stress, or the body’s response to a change that requires a physical, mental or

emotional response, is always bad for the individual.
(False)

3. According to one survey, over half of workers report job stress as an issue for
them.
(True)

4. When we perceive a threat to our safety, the body reacts with a “fight or flight”
response.
(True)

5. Challenge stressors have been shown to relate to increased engagement and

performance.
(True)

6. Challenge stressors generally show negative effects on performance, while

hindrance stressors generally show positive effects on performance.
(False)

7. The General Adaptation Syndrome looks at how events on the job cause
different kinds of people to feel different kinds of emotions.
(False)

8. In the resistance phase of stress, an outside stressor jolts an individual insisting

that something must be done.
(False)

9. John’s company downsized, and John is now performing his own job plus most
of his former coworker Sidney’s job. John is now experiencing role ambiguity.
(False)

10. The Demand-Control model proposes that employees with high levels of
autonomy and control over their jobs will be less stressed.
(True)

11. Role conflict is a result of contradictory demands at work.

(True)

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12. Role conflict is the strongest predictor of poor performance on the job.
(False)

13. Information overload negatively impacts employee efficiency and creativity.

(True)

14. A Forbes magazine survey indicates that the most stressful job in 2017 was that
of enlisted military personnel.
(True)

15. Overall, work-life conflict is more problematic for men than women.
(False)

16. On the Holmes-Rahe scale, the most stressful life event is the death of a spouse.
(True)

17. All stress results in negative consequences.

(False)

18. Downsizing, or the expectation of downsizing, is related to greater absence in the

workforce.
(True)

19. The outcomes of stress are only psychological in their orientation.

(False)

20. Blemishes and other skin problems can be outward manifestations of stress.
(True)

21. The link between stress and heart disease has been proven by the American
Heart Association to be strong.
(False)

22. Persistent stress has the potential to place vulnerable individuals at an increased
risk for depression.
(True)

23. Research shows that excessive stress is related to higher turnover and lower job
performance.
(True)

24. Marissa is generally a few minutes late for class. She feels that “class will be
there, why rush?” Marissa always thinks through how to address problems that
arise for her rather than responding first and thinking later. Marissa has a Type A
personality.
(False)

25. The old adage “Have a good cry” is great advice to deal with stress that has built
up in an individual.

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(False)

26. The “Corporate Athlete” approach to dealing with stress is a reactive approach.
(False)

27. Flow is the state of consciousness where individuals are totally absorbed in an
activity.
(True)

28. Fish contains dopamine, which when consumed can produce feelings of
alertness.
(True)

29. Physically active work breaks lead to reduced mental concentration levels and
increased mental fatigue.
(False)

30. Most American adults get the appropriate amount of sleep each night.
(False)

31. Individuals with a strong social network are more stressed than individuals who
do not have such networks because of the increased interpersonal demands of
large social networks.
(False)

32. Stress-related issues cost companies billions of dollars annually due to

absenteeism, lost productivity, and accidents.
(True)

33. Organizations can help employees reduce stress by offering them greater
autonomy in their jobs, making their job duties clear, and providing employee
assistance programs.
(True)

34. Mindfulness-based programs are increasingly being utilized by organizations as

a way to help employees combat stress at work.
(True)

35. Firms like Apple are interested in how products are perceived emotionally
because strong positive emotions make individuals more likely to use a product
and recommend it to others.
(True)

36. Both positive and negative emotions can be contagious, but the spillover from
positive emotions lasts longer than negative ones.
(False)

37. According to Affective Events Theory, the six emotions of anger, fear, joy, love,
sadness and surprise inspire actions that can benefit or harm others.
(True)

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38. The customer service representative at the department store who keeps smiling
as she listens to the customer bitterly complain about her newly purchased
product is engaging in deep acting.
(False)

39. Americans enjoy much greater leisure time than their European counterparts.
(False)

MULTIPLE CHOICE

Opening Section: Managing Stress and Emotions: The Case of NASA’s

Mission to Mars

40. *NASA prepares astronauts to be better roommates and colleagues by

a. helping them develop skills to solve problems interpersonally
b. helping them to develop skills to argue without being mean
c. allowing them private areas in the Space Station
d. teaching them to journal
(a) Medium/Comprehension

41. *Which of these is NOT a stress management technique used by NASA for
astronauts?
a. exercise
b. private space
c. blogging
d. special food
(c) Easy/Knowledge

42. What is Camden Property Trust’s motto:

a. Have fun!
b. Work hard!
c. Money is the most important thing!
d. You can never work too hard!
(a) Medium/Comprehension

Section I: What is Stress?

43. Stress is
a. the body’s response to an environmental demand.
b. decreasing in the American workplace.
c. a mental barrier, but not a physical one.
d. always negative.
(a) Easy/Comprehension

44. Which of the following is NOT a type of response to stress?

a. physical

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 b. mental
c. emotional
d. societal
(d) Easy/Knowledge

45. General Adaptive Syndrome refers to

a. how events on the job cause different kinds of people to feel different
emotions.
b. the hypothesis that stress plays a general role in disease.
c. the body’s response to good news.
d. the mismatch among emotions, attitudes, beliefs and behavior.
(b) Easy/Knowledge

46. Challenge stressors refer to

a. vagueness in regard to job responsibilities.
b. stressors that detract from personal goals and prevent personal growth.
c. demands and circumstances that cause stress but also promote
individual growth.
d. having insufficient time and resources to complete one’s job.
(c) Easy/Knowledge

47. Hindrance stressors refer to

a. vagueness in regard to job responsibilities.
b. stressors that detract from personal goals and prevent personal growth.
c. demands and circumstances that cause stress but also promote
individual growth.
d. having insufficient time and resources to complete one’s job.
(b) Easy/Knowledge

48. In what stress phase does the body release cortisol and begin to adjust to the
demands of the stress?
a. alarm phase
b. exhaustion phase
c. adaptation phase
d. resistance phase
(d) Medium/Knowledge

49. The body’s “fight or flight” response causes which of the following physical
symptoms to occur?
a. narrow-eye focus.
b. digestion interruption.
c. decreased heart rate.
d. deep breathing.
(b) Medium/Knowledge

It is finals week at State University and Agnes has five finals in three days. What phase
of the stress process is she experiencing in each of the scenarios below?

50. Agnes just went through the kitchen cupboards and found a chocolate bar loaded
with caramel. She is probably experiencing the

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 a. exhaustion phase.
b. alarm phase.
c. resistance phase.
d. adaptation phase.
(a) Medium/Application

It is finals week at State University and Agnes has five finals in three days. What phase
of the stress process is she experiencing in each of the scenarios below?

51. Agnes glances at the clock and notes it is three hours until her first final of the
week. She still has two chapters to study. She feels a slight pain in the pit of her
stomach. Agnes is experiencing symptoms of what stress phase?
a. exhaustion phase
b. alarm phase
c. resistance phase
d. stressor phase
(b) Medium/Application

52. Stressors are defined as

a. demands to perform interactions and internal calculations that exceed the
supply or capacity of time available for processing.
b. states of consciousness in which a person is totally absorbed in an
activity.
c. events on the job which cause different people to feel different emotions.
d. events or contexts that cause a stress reaction by elevating levels of
adrenaline and forcing a physical or mental response.
(d) Easy/Knowledge

53. Which of the following statements about stress is correct?

a. An American Psychological Association survey suggests that there is a
strong correlation between stress and heart attacks.
b. No matter how they are categorized, stressors are always bad for
individuals.
c. Stressors cause stress by reducing adrenaline levels and increasing
cortisol levels in the body.
d. Stress is a cumulative process.
(d) Medium/Comprehension

54. Role ambiguity refers to

a. vagueness in relation to job responsibilities.
b. insufficient time and resources to complete a job.
c. contradictory demands at work.
d. processing demands that exceed the supply of time for such processing.
(a) Easy/Knowledge

55. Facing contradictory demands at work is a form of

a. role ambiguity.
b. role conflict.
c. role overload.
d. information overload.

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(b) Easy/Knowledge

56. Role overload refers to

a. inability to reconcile the demands of one’s work and home life.
b. facing contradictory demands at work.
c. having insufficient time and resources to complete a job.
d. vagueness in relation to what job responsibilities are.
(c) Easy/Knowledge

57. Information processing demands that exceed the supply or capacity of time
available for such processing is called
a. role conflict.
b. role ambiguity.
c. role overload.
d. information overload.
(d) Medium/Application

58. Which of the following role stressors has been shown to have the strongest
effects on poor performance?
a. role ambiguity
b. role conflict
c. role overload
d. all role stressors have equally detrimental effects on performance.
(a) Medium/Comprehension

59. Mary is a new employee in the handbag department of a major department store.
She is not entirely sure whether she is to simply stay on the sales floor and sell
purses to customers, or if she is to sell the items and then go back into the
stockroom to replenish them. Mary is experiencing
a. information overload.
b. role ambiguity.
c. role overload.
d. role conflict.
(b) Medium/Application

60. Rodney is experiencing a real dilemma. His boss just called him and told him that
he had to attend a dinner meeting Wednesday night with some important out-of-
town clients. Rodney’s daughter just called and told him she will be dancing a
solo at her dance recital on Wednesday evening. Rodney is experiencing
a. role conflict.
b. role overload.
c. information overload.
d. role ambiguity.
(a) Medium/Application

61. Joe was diagnosed with cancer six months ago. He is back at work between
chemotherapy treatments but is unable to work more than four hours per day.
Diego has been covering all Joe’s assignments that extend beyond Joe’s four-
hour day as well as covering the regular tasks of his own eight-hour shift. Diego
is likely experiencing

©201 FlatWorld. 8
 a. role ambiguity.
b. role overload.
c. role conflict.
d. information overload.
(b) Medium/Application

62. Omar is sitting at his computer writing his organizational behavior term paper
using Internet research while he e-mails his friends and watches the NFL
Thursday night football game. His phone just rang and now he is also talking to
his girlfriend. Omar is likely experiencing
a. role conflict.
b. information overload.
c. role ambiguity.
d. role overload.
(b) Medium/Application

63. Research on workplace stressors indicates

a. role conflict is the strongest predictor of poor performance.
b. when role ambiguity is low, new employees have a difficult time fitting into
their new organizations.
c. role conflict hurts job performance, but role overload has little impact on
job performance.
d. the fragmented fashion in which we work due to information overload
impacts mental acuity and creativity.
(d) Difficult/Evaluation

64. Which was the most stressful job in America of 2017 according to Forbes
magazine?
a. miner
b. inner city high school teacher
c. police officer
d. enlisted military personnel
(d) Medium/Knowledge

65. Which of the following statements regarding work-life conflict is accurate?

a. Work demands and family demands are always incompatible.
b. Work-life conflict has gone down in recent years due to better technology.
c. Work-life conflict is greater for men than for women.
d. Increased work hours and dual-earning households in the U.S. have
contributed to greater work-life conflict.
(d) Medium/Analysis

66. Which of the following statements regarding work-life conflict is correct?

a. Work-life conflict increases job and life satisfaction.
b. Organizations that have programs to assist employees in achieving work-
life balance accept that these programs will reduce productivity while
increasing retention.
c. Recent surveys show that Americans rarely work overtime.
d. Work-life conflict occurs when the demands of work and family negatively
impact each other.

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(d) Difficult/Comprehension

67. Maria is a customer service agent for a large Telecom. During her shift she gets
a call from an irate customer who is screaming at her and calling her names. This
event would be considered a(n)
a. role stressor.
b. interpersonal stressor.
c. challenge stressor.
d. life change.
(b) Easy/Comprehension

68. Which of the following statements is true of major life changes?

a. Stress results from negative life changes but not from positive ones.
b. The Holmes-Rahe scale ascribes stress values to life events based upon
incidences of illness and death in the 12 months after such events.
c. Stressors are one-time events so the number of stressors you experience
in a 12 month period is not important.
d. Life events can impact our psychological but not our physical well-being.
(b) Medium/Evaluation

69. Research on downsizing indicates which of the following is a statement?

a. Since 1980, the service industry has accounted for the largest average
percentage of firms which downsized five or more percent of their
workforces.
b. Downsizing and job insecurity are challenge stressors.
c. Downsizing leads to other stressful events such as financial insecurity.
d. Creativity in the work environment improves significantly during
downsizing because people have to do more with less.
(c) Medium/Evaluation

70. Which of the following statements regarding life stressors is correct?

a. Work-life conflict is slightly greater for men than women.
b. Expectations of future downsizing leads to greater absenteeism in the
workplace.
c. Stress results only from negative life events; positive life events increase
feelings of satisfaction.
d. Organizations cannot aid employees in dealing with work-life conflicts as
any interference from the firm would be seen as an invasion of privacy.
(b) Difficult/Synthesis

71. Research on stress in the workplace indicates which of the following is an

outcome of experiencing stress?
a. lower turnover
b. higher job performance
c. higher job commitment
d. lower organizational citizenship behaviors
(d) Medium/Analysis

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72. Major organizational changes can cause employees to experience higher levels
of stress at work. Which of the following is considered a type of organizational
change?
a. changes in executive leadership
b. changes in policies and protocols
c. changes in workforce due to a merger or acquisition
d. all of the above
(d) Easy/Comprehension

73. Which of the following is an example of anticipatory stress?

a. Anna’s coworker Julie was just let go due to downsizing. Anna worries
about whether she will get to keep her job.
b. Reuben feels anxious every time he thinks back to what his supervisor
said during his recent performance evaluation.
c. Sam is upset because he just lost an important sale that he has been
working toward for a month now.
d. Carlos’ son is home alone and has called Carlos at work three times in
the past hour.
(a) Difficult/Evaluation

74. Antonia received some negative feedback on her sales performance on her last
performance evaluation. It’s already been a week since the meeting with her
supervisor but she just can’t stop thinking about the feedback. She keeps
replaying it in her mind over and over. This is an example of
a. burnout.
b. rumination.
c. anticipation.
d. a role stressor.
(b) Medium/Evaluation

75. Marcus is a student at State University. He seems to run to each of his classes
and is very upset with the professor if class does not begin exactly on time. He
studies until the late hours of the night and will argue with his professor for every
possible point on a multiple choice exam. Marcus would be classified as having
a. Type A personality.
b. Type B personality.
c. pessimistic personality.
d. neurotic personality.
(a) Medium/Application

76. Anita seems to take life as it comes. When the refrigerator and washing machine
broke down in the same day flooding the kitchen, she laughed it off saying, “It
could always be worse.” She then went and called the appliance repair service.
Anita has a _________________ personality.
a. Type A
b. Type B
c. pessimistic
d. neurotic
(b) Medium/Application

77. A Type B personality displays which of the following characteristics?

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 a. impatience
b. deep levels of job involvement
c. high level competitiveness
d. logical decision making
(d) Easy/Knowledge

78. Research on individual differences in the type of stress experienced by

employees indicates that
a. workaholics enjoy work more than other employees.
b. due to their stronger social networks, men process stress more effectively
than women.
c. men become depressed more often than women.
d. individuals with Type A personalities are more likely to experience
negative organizational outcomes.
(d) Medium/Evaluation

79. Research on crying as a stress reliever suggests

a. the old adage is true: “Let it all out with a good cry.”
b. criers are less depressed, less anxious and less tired than those who
wept less.
c. crying is much more successful than humor at combating stress.
d. crying may intensify negative feelings because it is a social signal that the
individual weeping is very upset.
(d) Medium/Evaluation

80. Which of the following statements is true regarding workaholics?

a. Workaholics enjoy their work more than other employees.
b. Someone is a workaholic if they work very long hours.
c. Despite working long hours, workaholics may feel guilty or like they
haven’t worked enough.
d. Workaholics are similar to Type B people.
(c) Medium/Evaluation

81. The dimensions of psychological capital (PsyCap) are

a. efficacy, optimism, hope, resilience.
b. efficacy, optimism, positive affect, hope.
c. Optimism, positive affect, hope, resilience.
d. positive affect, self-confidence, strength, hope.
(a) Easy/Knowledge

82. *After studying the body’s response to stress, Hans Selye determined that
unmanaged stress
a. helps to motivate employees.
b. can create physical problems and psychological illnesses.
c. can’t be avoided.
d. our body knows the difference between a real threat and a work problem.
(b) Medium/Comprehension

83. *Which of these is NOT one of the three steps in Hans Selye’s GAS model?
a. exhaustion

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 b. alarm
c. drama
d. resistance
(c) Easy/Knowledge

84. *The demand-control model proposes that stress occurs when

a. work places a lot of demands on the person, who has little control over
the situation.
b. the more control a position gives a person, the more stressed that
employee becomes.
c. employees should demand control over their jobs.
d. managers should control all the demands of the employees.
(a) Medium/Comprehension

85. *Another model, the Job Demands-Resources model, states that even with
control over the situation, people are still subject to stress if
a. they aren’t paid enough.
b. they don’t have the resources to meet the demands of the job.
c. supervisors have more control.
d. they have too many resources.
(b) Medium/Comprehension

86. *Which of these are symptoms of burnout?

a. low energy, feelings of exhaustion
b. striving to get everything right
c. hypertension and over-active thyroid
d. laughing hysterically at inappropriate times
(a) Medium/Comprehension

Section II: Managing Stress

87. The “corporate athlete approach” to stress is

a. a reactive approach to the problem.
b. to avoid challenges so as not to be overwhelmed by them.
c. to train mind and body to perform at peak levels by using better nutrition,
and positive action.
d. a technique to change eustress into distress.
(c) Medium/Comprehension

88. The concept of flow refers to

a. applying the principles of athletic performance to workplace performance.
b. a state of consciousness where a person is totally absorbed in an activity.
c. the regulation of feelings and expressions for organizational purposes.
d. ongoing negative emotional states resulting from dissatisfaction.
(b) Easy/Knowledge

89. Gordon is not focused on his work but has a great deal of energy. He is most
likely to be

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 a. disengaged at work.
b. distracted at work.
c. a procrastinator.
d. totally absorbed in work.
(b) Difficult/Synthesis

90. A manager with low focus and low energy would most likely
a. procrastinate at work.
b. be distracted at work.
c. be disengaged at work.
d. be totally absorbed in work.
(a) Difficult/Evaluation

91. Work that flows offers

a. opportunities for a large number of breaks.
b. the employee little opportunity to comment on the task at hand.
c. high pay.
d. opportunities to use skills possessed by the employee.
(d) Medium/Comprehension

92. Work that flows includes which of the following characteristics?

a. feedback
b. challenge
c. conformity
d. task variety
(b) Medium/Comprehension

93. Which of the following statements is true regarding diet and stress?
a. Eating light meals in the middle of the day may slow down the body
because there is insufficient food energy available to stimulate the brain
to react to stress.
b. Greasy foods make a person feel tired because digestion of the fats in
such foods diverts blood from the brain.
c. The dopamine in fish produces a feeling of sleepiness.
d. Eating fish for lunch tends to reduce reaction times.
(b) Medium/Evaluation

94. Research indicates that exercise is an effective strategy for managing stress.
Which of the following statements best describes some of the findings from
studies on exercise and stress?
a. Physically active breaks, like walking, actually increase mental fatigue.
b. Exercise, like light calisthenics, actually absorbs energy.
c. Light exercise tends to erode hand-eye coordination as well as fine motor
control.
d. Regular exercise increases the body’s ability to draw oxygen out of the
air, thus combating stress.
(d) Medium/Evaluation

95. Sleep research on stress indicates that

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 a. workers who miss work because of exhaustion become rejuvenated and
face less stress upon their return to work.
b. nearly all adults have trouble sleeping.
c. work-life conflict makes good sleep easier to achieve.
d. insomnia is a stress-related epidemic.
(d) Medium/Comprehension

96. Which of the following statements about individual approaches to managing

stress is correct?
a. Time management practices like prioritizing and keeping a schedule
increase stress because of added pressure to adhere to deadlines.
b. Social support can make the effects of stress worse.
c. When workdays are broken into smaller parts, stress can be shifted to a
state of flow.
d. Physical activity decreases mental fatigue, which increases stress levels.
(c) Difficult/Synthesis

97. Stress in the form of job challenge leads to:

a. Higher turnover
b. Higher performance.
c. Higher absenteeism.
d. Higher commitment.
(b) Medium/Comprehension

98. All of the following are steps that firms are taking to assist employees in dealing
with stress in the workplace EXCEPT
a. creating jobs with autonomy and control.
b. replacing employees who are stressed with more resilient employees.
c. ensuring fairness in the workplace.
d. providing access to employee assistance programs.
(b) Medium/Comprehension

99. Which of the following is a technique used by firms to reduce the stress
experienced by their employees?
a. Create job descriptions for employees that are less specific and focused.
b. Shift control over critical decisions to higher levels in the organization.
c. Base pay decisions on tenure as opposed to performance.
d. Train managers to be more interpersonally sensitive.
(d) Difficult/Synthesis

100. Research on telecommuting indicates which of the following?

a. Telecommuting decreases stress but increases work-family conflict.
b. Telecommuting increases job satisfaction but decreases job performance.
c. Telecommuting increases job performance and decreases turnover.
d. Telecommuting decreases stress but also decreases job performance.
(c) Difficult/Evaluation

101. Which of the following statements regarding telecommuting is correct?

a. Telecommuting is a universally effective process, regardless of job or
employee.

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 b. The number of employees telecommuting is going down in the U.S.
c. Research on telecommuting indicates that stress is higher but job
satisfaction and job performance is also higher when the program is
instituted.
d. Telecommuting success is dependent on matching the right employee to
the right job in the right environment.
(d) Difficult/Evaluation

102. Which of the following statements regarding organizational steps to managing

employee stress is correct?
a. Sabbaticals are stress-reduction programs found only in the university
setting.
b. Employee assistance programs are found only in large Fortune 500
companies.
c. Telecommuting decreases stress, but increases work-life conflict because
the employee is working from home.
d. Training supervisors to be aware of and sensitive to work-life demands of
employees can help reduce stress.
(d) Difficult/Evaluation

103. Which of the following statements regarding organizational steps to managing

employee stress is correct?
a. Employee assistance programs often address legal or financial problems
of the employee.
b. Employee autonomy increases stress and decreases job satisfaction.
c. Company sabbaticals are paid vacations for extended periods of time.
d. Organizations’ that have a fair environment are less profitable but have
higher employee retention rates.
(a) Difficult/Evaluation

104. *One way to recover from stress is to leave work at work, referred to as
a. psychological coping
b. psychological detachment
c. a wellness program
d. building flow
(b) Easy/Knowledge

105. *Lakeisha and Dan just got let go because their position was eliminated after a
merger. Dan is furious and can’t sleep or eat. Lakeisha went to her community
center to volunteer, feels fortunate she has an opportunity to help, and is sure
something better will come along. Lakeisha has
a. mindfulness
b. psychological detachment
c. positive reappraisal
d. autonomy
(c) Medium/Comprehension

106. Wellness programs, such as gym memberships, free health screenings, weight
loss programs, and smoking cessation programs
a. are associated with reduced turnover and absenteeism.

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 b. operate based on the placebo effect.
c. have little to do with work, but employees like them.
d. are usually offered to only the best employees.
(a) Medium/Comprehension

Section III: What are Emotions?

107. Which of the following represents a negative emotion?

a. stress
b. fear
c. surprise
d. joy
(b) Easy/Knowledge

108. Which of the following statements regarding positive emotions is true?

a. Positive feelings dispose an individual to optimism but make him less
open to new ideas.
b. Individuals feeling positive emotions are more realistic in their evaluation
of the environment.
c. Positive emotions are associated with less creativity, but higher
productivity.
d. Having positive emotions can lead to upward positive spirals of good
emotions.
(d) Difficult/Synthesis

109. Which of the following statements about negative emotions is true?

a. Negative emotions like anger can result from an event such as not having
your opinions heard by your supervisor.
b. Employees who manage their negative emotions are involved in more
conflicts with customers compared to employees who do not.
c. Negative emotions that are not managed can create a culture of
openness.
d. Negative emotions are always destructive in the workplace.
(a) Medium/Evaluation

110. Which of the following statements regarding research on emotional contagion is

true?
a. Positive emotions can be contagious, but negative emotions are not.
b. All people are equally susceptible to emotional contagion.
c. The spillover from positive emotions lasts longer than that from negative
emotions.
d. Emotions are especially salient in teams and thus teams can exhibit
emotional contagion just as individuals can.
(d) Medium/Evaluation

Section IV: Emotions at Work

111. Which of the following is NOT an emotion that is part of the Affective Events
Theory?

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 a. jealousy
b. surprise
c. anger
d. fear
(a) Easy/Knowledge

112. Jennifer strongly dislikes her next-door neighbors, yet every time she sees them
she stops to pleasantly chat with them for a few moments. Jennifer is engaging in
a. genuine acting.
b. surface acting.
c. deep acting.
d. cognitive acting.
(b) Medium/Application

113. When an individual is attempting to empathize with another person but

nevertheless is displaying emotions he does not feel, he is engaging in
a. deep acting.
b. surface acting.
c. genuine acting.
d. cognitive dissonance.
(a) Easy/Knowledge

114. Genuine acting is

a. pretending to experience emotions not really felt.
b. exhibiting physical signs that reflect emotions not felt.
c. displaying emotions in alignment with your emotions.
d. a mismatch of emotions.
(c) Easy/Knowledge

115. Imagine that you are a salesperson in a major department store. Though you
might not actually believe it, you follow the policy of “the customer is always right”
in your daily work at the store. However, since you do not agree with that view,
you often experience
a. surface acting.
b. genuine acting.
c. deep acting
d. cognitive dissonance.
(d) Medium/Application

116. Which of the following is one way to alleviate cognitive dissonance?

a. Engage in surface acting.
b. Change the facts of the situation.
c. Leave the situation.
d. Smile more.
(b) Easy/Comprehension

117. Which of the following is considered a building block of emotional intelligence?

a. self-awareness
b. business management
c. cognitive intelligence

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 d. self-insight
(a) Easy/Knowledge

118. When you understand how OTHERS feel you are exhibiting which of the building
blocks of emotional intelligence?
a. self-awareness
b. self-management
c. social awareness
d. relationship management
(c) Easy/Comprehension

119. Conrad knows that he is flexible, enjoys challenging goals, and is very concerned
about the security of his job. Conrad understands which of the following building
blocks of the emotional intelligence concept?
a. self-management
b. relationship management
c. social awareness
d. self- awareness
(d) Medium/Application

120. Research suggests high levels of emotional intelligence lead to which of the
following?
a. higher life satisfaction.
b. cognitive dissonance
c. higher stress levels.
d. greater propensity to perceive situations as threats.
(a) Medium/Comprehension

Section IV: The Role of Emotions and Stress for Ethics and Culture

121. Joshua Greene’s study of how our minds and bodies react to difficult situations
found that
a. study subjects were largely able to agree on what was the best of
possible evils in a scenario.
b. human decisions are mostly rational, not impacted by emotion.
c. magnetic imaging suggests emotional scenarios require less use of our
brains compared to unemotional scenarios.
d. humans use rationale and emotion to make decisions similar to how a
computer would.
(a) Difficult/Synthesis

122. Research on stress and leisure time around the world suggests which of the
following?
a. Compared to Europeans, Americans work longer hours.
b. Japanese work 500 hours less than their counterparts in the USA.
c. Americans are better in time management compared to their European
counterparts.
d. Americans are less likely to be employed than Europeans.
(a) Easy/Knowledge

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 Closing Section: Facing Foreclosure: The Case of Camden Property Trust

123. *What approach had Camden Property Trust taken with its staff prior to 2009?
a. only respond to questions
b. open and honest communication
c. tell staff only what they need to know
d. keep managers informed but everyone else in the dark
(b) Easy/Knowledge

124. Which of these is NOT a way Camden shows that it cares about its employees?
a. offering discounted rent on apartments
b. matching up to 7% of the employee’s pay at 50% in their 401(k) plan
c. communicating openly
d. buying everyone a Ferrari
(d) Easy/Knowledge

125. *What is Camden Property Trust’s motto:

a. Have fun!
b. Work hard!
c. Money is the most important thing!
d. You can never work too hard!
(a) Medium/Comprehension

FILL IN THE BLANK

126. ________ is the body’s reaction to a change that requires a physical, mental or
emotional adjustment or response.
(Stress)

127. A stressor that causes stress but may also provide opportunities for growth is a
_________stressor.
(challenge)

128. A stressor that detracts from personal goals and prevents growth is a
__________ stressor.
(hindrance)

129. The ____________________________ is a hypothesis by Hans Selye that

suggests that stress plays a general role in disease by exhausting the body’s
immune system.
(General Adaptation Syndrome)

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130. “Fight or flight” is the reaction to an outside stressor in the first phase, or
____________ phase of stress.
(alarm)

131. During the resistance phase of stress, the body begins to release _________
and draws on fat and sugar reserves to adjust to the demands of stress.
(cortisol)

132. The stressor has significantly weakened the individual during the ___________
phase of stress.
(exhaustion)

133. _____________ refers to vagueness as to what your job responsibilities are.

(Role ambiguity)

134. Maggie’s boss wants her to complete the department project by next week. Her
team leader for the corporate project wants her to travel to New York in the next
few days to work on that item. Maggie is experiencing _____ ____________.
(role conflict)

135. Having insufficient time and resources to complete a job is called ______
_________.
(role overload)

136. You are at the computer working on the Internet gathering information for your
term paper, your cell phone is ringing, you are receiving emails and the television
is on. You are likely experiencing _____________________.
(information overload)

137. Flexible scheduling is one approach to addressing ____________ conflict.

(work-life)

138. Mary is experiencing a(n) ______________ stressor when her supervisor comes
to work in a bad mood and yells at her.
(interpersonal)

139. Changes to policies, downsizing, and other ______________ can cause job
insecurity for employees
(organizational changes)

140. XYZ Company is merging, and everyone on staff believes that job cuts are
coming. Many can’t function at work and some staff are physically ill. They are
suffering from _____
(anticipatory stress)

141. *Jesse is always tired and irritable. He never wants to do anything or has any
energy. He is suffering from _____.
(burnout)

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 142. Alexandra is always impatient. She seems to run around the office completing
this task and that. She is always the first one to work and the last to leave.
Alexandra has a ________ ___ personality.
(Type A)

143. Collectively, the dimensions of efficacy, hope, optimism, and resilience refer to
___________ ___________.
(psychological capital or PsyCap).

144. The state of consciousness when an individual is totally absorbed by an activity

is ____________.
(flow)

145. Two individual lifestyle choices that one can make to try to decrease feelings of
stress include: ____________ and ______________.
(diet, exercise, sleep, time management, social support network)

146. _____________ is working remotely from home or some other locale during a
portion of the workweek.
(Telecommuting)

147. A practice that has been widely used by universities that provides long periods of
paid time off from the normal routine of work is called a ______________.
(sabbatical)

148. Individuals who are experiencing substance abuse problems may seek help from
an ________________________ program, sponsored by their firm.
(employee assistance)

149. Positive emotions include __________, _______ and ___________.

(joy, love, surprise)

150. Examples of negative emotions are _____, ______, and ______(anger, fear,
and sadness)

151. The ____________ Theory explores how events on the job cause different kinds
of people to feel different emotions.
(Affective Events)

152. When a hair stylist smiles even though the young child whose hair she is cutting
is crying and squirming, the hair stylist is exhibiting __________ ___________.
(surface acting)

153. ________________ is the regulation of feelings and expressions for

organizational purposes.
(Emotional labor)

154. When a person pretends to experience emotions he does not feel, he is

engaging in _________.

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(deep acting)

155. The mismatch between emotions, attitudes, beliefs and behavior is

________________.
(cognitive dissonance)

156. The subject of __________________, examined by Daniel Goleman, looks at

how people can understand each other more completely by becoming more
aware of their own and others’ emotions.
(emotional intelligence)

SHORT ANSWERS

157. Define stress and briefly discuss its prevalence in the workplace.

Stress is the body’s reaction to a change that requires a physical, mental, or

emotional adjustment or response. Today, stress is inevitable and everywhere.
While we can’t change stress, we can change the manner in which we respond
to it.

Polls indicate that 65% of American workers report stress at work as an issue for
them. Stress in the workplace is manifested through such physical effects as
neck pain, aching muscles and insomnia.

158. Describe each phase of Hans Selye’s General Adaptation Syndrome.

Phase one is the alarm phase where an outside stressor jolts the individual
insisting that something be done. This is the well- known “fight or flight”
response.

Phase two is resistance, the phase where the body begins to release cortisol and
draws on fats and sugars for energy to adjust to the demands of stress. While the
body can draw on its reserves to hold off stress for a while, it cannot continue in
this state forever.

Phase three is the exhaustion phase where the body’s stores of fats and sugars
are depleted and the prolonged release of cortisol has weakened the body
considerably. To cope, many individuals reach for something sweet to restore the
sugars.

159. Name two workplace stressors and give an example of each.

Workplace stressors include: role demands (role ambiguity, role overload, role
conflict), and information overload.

Role ambiguity is the vagueness one feels about what responsibilities he holds.
For example, when you begin a new job, you are often unclear what you are
supposed to do.

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 Role conflict is when you have contradictory demands made on you at work. For
example, your boss wants you to complete your project for next week while your
team supervisor wants his project completed first.

Role overload is when you have insufficient time and resources to complete your
job. For example, if you are doing your job and covering for an individual who is
out on medical leave, you may feel pulled in many directions.

Information overload is simply the processing demands made on individuals

where the time required to complete the tasks far exceeds the amount of time
actually available. The number of emails many individuals receive in one day
often far exceeds the amount of time available for responding.

160. Name two life stressors and give examples of each.

Life stressors include: work-life conflict, life changes, and downsizing.

Work-life conflict is experienced when the demands from work and family
negatively impact one another. An example is when you need to attend a work
function and you have sick child at home to care for.

Life changes are events that stress an individual. Life changes can be negative
(the death of a spouse) or positive (getting married). Though each produces
stress, the negative event produces distress and the positive events, eustress.
The Holmes-Rahe Scale provides various life events with values that express the
stress experienced.

Downsizing is when firms decide to become smaller often through physical,

product and employee means. Currently, many firms are downsizing to stay
competitive in the worsening economy.

161. Describe two physiological outcomes of stress.

Stress can be manifested internally as nervousness, tension, anger or irritability.

It can also be manifested externally through skin conditions and sweating.

Because stress causes a suppression of the immune system, there are links
between stress and high blood pressure, ulcers and illness susceptibility.

162. Name two psychological outcomes of stress.

Anxiety and depression are two psychological outcomes of stress.

Also, burnout is an outcome of prolonged stress that is exhibited in the

workplace.

163. What does research suggest about the relationship between stress and
workplace outcomes?

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 Stress is linked to higher turnover and lower levels of performance. Stressed
individuals also tend to be less prone to engaging in organizational citizenship
behaviors and to exhibit lower organization commitment.

164. Differentiate between a Type A personality and a Type B personality.

A Type A personality is a person who displays high levels of speed/impatience,

job involvement and hard-driving competitiveness.

Type B personalities are calmer than Type A personalities who are more prone to
thinking through situations than their Type A counterparts who tend to respond
emotionally.

165. Name and describe two individual approaches to managing stress.

The individual approaches to managing stress include: The corporate athlete

concept, flow, diet, exercise, detachment and relaxation, mindfulness and
meditation, psychological coping, social support networks and time management.

The corporate athlete is training so that the employee is healthy in mind and
body and embraces challenges versus avoiding them.

Flow is the concept of totally immersing yourself in the job.

Social support networks include coworkers, friends and family.

166. Describe the concept of a “corporate athlete.”

The corporate athlete is an approach to managing stress developed by Jack

Groppel at the University of Illinois. The concept relies on applying principles of
athletic performance to workplace performance. The corporate athlete is thus an
individual who trains his mind and body to perform at peak levels (and under less
stress) due to better eating habits, more focused training and positive action. The
resulting strong mind and body embraces challenges, not avoids them.

167. Name two organizational approaches to managing stress.

Organizational approaches to managing stress include: providing employee

autonomy, fair work environment, providing social support (e.g., supervisor
support for work-life balance), training, telecommuting, sabbaticals, employee
assistance program, and wellness programs.

168. Name two positive emotions.

Positive emotions include joy, love and surprise. These emotions result from
events.

169. Name two negative emotions.

Negative emotions include: anger, fear and sadness.

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170. Describe Affective Events Theory.

Affective Events Theory looks at how events on the job cause different kinds of
people to feel different kinds of emotions.

171. Differentiate between surface, deep and genuine acting.

Surface acting is exhibiting physical signs like smiles to reflect emotions you do
not really feel.

Deep acting is an individual pretending to experience emotions he does not feel.

Genuine acting is when individuals are asked to display emotions aligned with
their own.

172. What is cognitive dissonance?

Cognitive dissonance is a mismatch between emotions, attitudes, beliefs and

behaviors.

Many firms operating in multiple countries find their employees face cognitive
dissonance because of the different business practices within those countries.
For example, in China, to secure permission to talk about land purchases, a
major U.S. company’s executives has to make payments directly to village
leaders. Such scenarios created quite a bit of dissonance for those individuals.

173. Name the four building blocks of Emotional Intelligence, and define each.

The four building blocks are: self-awareness, self-management, social

awareness and relationship management.

Self-awareness is being able to accurately perceive, evaluate and display your

emotions.

Self-management is being able to direct your emotions in a positive way when

needed.

Social awareness is when you are able to understand how others feel.

Relationship management is when you are able to help others manage their own
emotions and establish supportive relationships with others.

ESSAY

174. You are the new Human Resource manager at Lands Corporation. You have just
completed examining a great deal of company data. Turnover is much higher in
Lands Corporation than at its competitors or the industry average. The data that
you analyzed includes a series of transcripts of exit interviews conducted over
the past eight months. Repeatedly you note that past employees describe being
“burned out” and then leaving the firm. What are some areas you can examine to
develop organizational approaches to address and manage stress?

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 There are obviously a host of approaches you can take to help employees
handle stress in Lands Corporation. One starting point might be to look at the
jobs past “burned out” employees were performing. Are the jobs clearly defined?
If the employee does not always know what he is supposed to be doing, he is
more likely to feel stressed.

A second step is to examine those same job descriptions for the amount of
autonomy given to each employee. Stress results when employees feel a lack of
control.

Is the work environment fair, or is your work environment toxic? If the company
does not value its employees and continually creates unfair scenarios for its
employees, stress will result.

Can you find any jobs for which employees are able to telecommute? Working
from home at your own pace obviously reduces stress.

Though universities were the first organizations to widely use employee

sabbaticals, more and more companies have taken to using these programs to
reduce stress and rejuvenate employees.

Employee assistance programs are not just for those experiencing problems with
drugs and alcohol but for those experiencing stress that negatively impacts our
lives.

Once you have analyzed Lands Corporation for these issues, you can begin to
create action plans to address the burnout issue and ultimately the turnover.

175. Your roommate has major stress issues every finals week. She becomes so
upset about her exams and papers that she is almost impossible to live with. You
do not want to see her go through these problems this finals week, so you have
decided to discuss with her various approaches she can adopt that may help
calm her during this time. What are some suggestions you could offer her?

You have just read Jack Groppel’s work on Corporate Athletes. You suggest she
concentrate on her mind and body throughout finals week as well as the weeks
leading up to her exams. Let her know that lower stress levels tend to result
when an individual is concerned about good nutrition, focused training and being
positive in his or her actions.

Help her find an activity in which she can immerse herself. Absorption in an
activity makes the individual feel in control, plus makes her more alert and
strong. Greasy foods make you tired. So, watch the fast foods that students are
prone to eating during finals week (and other times).

Talk to her about exercising. Physical activity enhances mental concentration so

even a walk would reduce her stress.

©201 FlatWorld. 27
 Encourage her to psychologically detach, relax, and get some sleep. Sometimes
it’s best to let go of school or work and take a break. Breaks like this can be
energizing and allow you to refocus when you get back on task. You can’t learn a
semester’s worth of material in one night, so absolutely do not pull an all-nighter.
But even more important, don’t work until the wee hours of the night either. Get
rest, and lots of it.

Rely on her social network. Obviously she has you for support, but let her know
that there are others who share her concerns. Use those others for support.

Encourage her to practice some time management according to the following

guidelines: Write down what she needs to do. Encourage her to cross off those
items she has completed. Have her understand what activities eat up her time.
Does she sit down to read emails and notice it is an hour later before she
finishes? If so, then set up a specific time during the day when she does nothing
but read and respond to emails. But, only complete what she can in a time frame
that is established. For example, set aside 20 minutes and only 20 minutes for
those emails. When the time expires, she should go on to something else.

These steps should help her have a calmer finals week this time around.

176. Meredith just brought her elderly mother to live at her house because of her
mother’s current health problems. What are some options her firm might offer her
to help alleviate the work-life conflict she will inevitably experience?

The most obvious and, perhaps, easiest option a firm could offer, would be a
flexible schedule. Flextime usually requires the employee to work some core
hours and then permits that employee to work the remainder either before the
core time or after.

Telecommuting is a second option that the firm could consider. Again most firms
require a set number of days or hours per week when the employee is physically
working from the office. The remainder of days or hours are worked from home
or other remote location.

Other options include work sharing, family leave among others.

177. Discuss research findings that support the value of an organization’s attention to
stress management programming?

Some of the research findings include:

Work-life conflict leads to lower job and life satisfaction.
Stressors are cumulative and can occur in trends.
Stress can be negative (distress) or positive (eustress).
Downsizing and job insecurity lead to greater stress, alcohol use and lower
performance and creativity.
Stressed individuals have lower organizational commitment.
Stress can lead to internal manifestations like anger and irritability or external
manifestations like high blood pressure and ulcers.

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178. Should we all have a “good cry” sometime to relieve stress? Why or why not?

Though your parents may have told you to “let it all out, have a good cry”, that
may not be the right answer. Research indicates that crying may not be as
helpful as the old adage suggests. There is no evidence to support the
hypothesis that crying improves your mood or health. In fact, one study
suggested that venting only increases negative effects of negative emotions.

Some research suggests that laughter may actually be the best choice. Crying
may intensify negative feelings and suggest to others that the issue really does
bother you. Criers tended to be more depressed, anxious and hostile than those
who did not cry.

179. Describe the Affective Events Theory and illustrate how it operates in
organizations.

Affective Events Theory looks at how events cause different kinds of people to
feel different kinds of emotions.

As an example, imagine that a co-worker unexpectedly brings you some of your

favorite baked goods. You feel happy and surprised. The positive feelings you
are experiencing cause you to want to do something that you had not planned
before. So, you help someone else. The small moments of emotion can influence
your job satisfaction. The more the employee experiences positive emotions, the
more satisfied at work.

180. Define the concept of emotional labor including the three major levels of
emotional labor. Provide a real-world example of each level.

Emotional labor is the regulation of feelings and expressions for organizational

purposes.

Imagine the worst job listed was customer service representative at a firm like
Target. Complaining customers would make life in that job rather difficult.

Imagine one of those customers brought in a damaged good. He is complaining

bitterly. You simply smile and tell him that you have a full return policy up to thirty
days after the purchase. Though the customer is ranting and raving, you are
smiling and practicing surface acting.

Deep acting may be an alternative. In deep acting, you empathize with the
customer. Again, the customer is ranting and raving and you put yourself into his
shoes and actually note that you experienced the same difficulty when you
purchased the same item.

Genuine acting is when individuals are asked to display emotions that are
aligned with their own.

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181. An organizational behavior researcher suggests that not only should mental
intelligence be assessed in each individual, but emotional intelligence should
also be determined. Do you agree?

Answers will vary but most individuals will probably disagree.

Either from a support or opposition viewpoint, the student can discuss the various
building blocks. Self-awareness, step one is something that all individuals should
complete. What are you well versed in, what are your shortcomings? How can
you improve on the negatives and cultivate the positives?

Self-management is the phase where you can direct your emotions in a particular
manner when needed. Again, it is not a problem knowing how to direct and
control your emotions and the relevant aspects of the audience supporting them.

Social awareness is when you are able to understand how others feel. Empathy
is a difficult concept, and may not be something many students will feel is a
necessity.

Relationship management is when you help others manage their emotions. Since
many individuals have difficulty managing their own, this may not be a very
well-supported aspect of the emotional intelligence question.

©201 FlatWorld. 30