1)      Which of the following is a generic term that covers a broad range of feelings that people experience?

 

A)    affect

 

B)    knowledge

 

C)    insight

 

D)    attention

 

E)     cognition

 

 

 

2)      Which of the following is a characteristic of emotions?

 

A)    Emotions are reactions to a person or event.

 

B)    Emotions last for a longer time period than moods.

 

C)    Emotions are never action-oriented in nature.

 

D)    Emotions lack a contextual stimulus.

 

E)     Emotions involve less intense feelings than moods.

 

 

 

3)      Which of the following terms best describes an intense feeling directed at someone or something?

 

A)    Perception

 

B)    Cognition

 

C)    Mood

 

D)    Reasoning

 

E)     Emotion

 

 

 

4)      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?

 

A)    A recognition

 

B)    An insight

 

C)    A mood

 

D)    An emotion

 

E)     A perception

 

 

 

5)      __­­__refers to feelings that tend to be less intense than emotions and that lack a contextual stimulus.

 

A)    Affect

 

B)    Cognition

 

C)    Mood

 

D)    Thought

 

E)     Reaction

 

6)      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?

 

A)    It is more intense than emotions

 

B)    It is brought about by specific event

 

C)    It is prolonged in nature

 

D)    It is a positive feeling

 

E)     It is indicated by a facial expression

 

 

 

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

 

A)    Its cause is general and ambiguous

 

B)    It lasted for a brief time period

 

C)    It is not action-oriented

 

D)    It is a negative feeling

 

E)     It is cognitive in nature

 

 

 

8)      Which of the following statements is most likely to be true regarding moods?

 

A)    Moods are always brought about by specific event

 

B)    Moods last for a very short period of time such as a few seconds

 

C)    As compared to emotions, moods are more likely to be clearly revealed by facial expressions

 

D)    Moods are more fleeting than emotions

 

E)     Moods are cognitive in nature

 

 

 

9)      Katherine Connor started her day with a cup of coffee while reading the newspaper. However, something about the day makes her feel low. When she reaches the office, she feels upset and distracted from work, although she cannot pinpoint a reason for feeling this way. She continues to feel upset and distracted through the rest of the day. Which of the following is she most likely to be experiencing?

 

A)    A response

 

B)    A reaction

 

C)    A counteraction

 

D)    An attitude

 

E)     A mood

 

 

 

10)  Erin Corbett works at a software company, in charge of the help desk. A short while ago, she received a call from a discontent customer about a problem he is facing due to the company’s software. Though she tried to help the customer with the software, he refused to listen to her. He continued yelling at her and finally banged the phone down. Corbett feels exasperated after hanging up the phone and goes for a cup of coffee to calm herself down. What makes Corbett’s anger an emotion, rather than a mood?

 

A)    The cause of her behavior is unclear

 

B)    The feeling of being angry is prolonged

 

C)    The anger has a contextual stimulus

 

D)    The response is void of action

 

E)     The response is cognitive in nature

 

 

 

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

 

A)    Its cause is general and ambiguous

 

B)    It is not action-oriented

 

C)    It incorporates both positive and negative dimensions of affect

 

D)    It is less cognitive in nature than moods

 

E)     It is caused by a specific event

 

 

 

12)  __are cognitive in nature, have an unclear, general cause, and last for several hours or days.

 

A)    Emotions

 

B)    Feelings

 

C)    Perceptions

 

D)    Moods

 

E)     Reactions

 

 

 

13)  __are caused by a specific event, are very brief, and accompanied by distinct facial expressions.

 

A)    Emotions

 

B)    Perceptions

 

C)    Attitudes

 

D)    Moods

 

E)     Reactions

 

14)  Which of the following famous philosophers identified six emotions which he called “simple and primitive passions” and argued that all the others are composed of some of these six or are species of them?

 

A)    Paul Churchland

 

B)    René Descartes

 

C)    George Berkeley

 

D)    David Hume

 

E)     John Locke

 

 

 

15)  Which of the following emotions did philosopher René Descartes identify as one of the six emotions which he called simple and primitive passions?

 

A)    Persuasion

 

B)    Wonder

 

C)    Confidence

 

D)    Anticipation

 

E)     Encouragement

 

 

 

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

 

A)    Anger

 

B)    Shame

 

C)    Apathy

 

D)    Indifference

 

E)     Distress

 

 

 

17)  __is a pure marker of low negative affect.

 

A)    Boredom

 

B)    Nervousness

 

C)    Contentment

 

D)    Relaxation

 

E)     Serenity

 

 

 

18)  __is a pure marker of high positive affect.

 

A)    Contentment

 

B)    Excitement

 

C)    Fatigue

 

D)    Boredom

 

E)     Relaxation

 

 

 

 

 

19)  __is a pure marker of low positive affect.

 

A)    Stress

 

B)    Relaxation

 

C)    Boredom

 

D)    Nervous

 

E)     Alert

 

 

 

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

 

A)    Depression

 

B)    Relaxation

 

C)    Fatigue

 

D)    Boredom

 

E)     Nervousness

 

 

 

21)  Negative affect is a mood dimension consisting of __ at the low end.

 

A)    Nervousness

 

B)    Relaxation

 

C)    Anxiety

 

D)    Stress

 

E)     Depression

 

 

 

22)  Jane Hastings recently joined her first job as a communication executive and is working on creating press releases for an upcoming campaign. The campaign is getting launched publicly in the next week and Hastings will need to interact with the media and give sound bytes on the issues. This is the first time she will be interacting with the press and she is experiencing emotions of anxiousness, nervousness, and stress. Which of the following mood dimensions is she experiencing?

 

A)    Low positive affect

 

B)    Neutral affect

 

C)    Low negative affect

 

D)    High positive affect

 

E)     High negative affect

 

 

 

23)  Heather Donahue who works as are 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?

 

A)    Low positive affect

 

B)    Neutral affect

 

C)    Low negative affect

 

D)    High positive affect

 

E)     High negative affect

 

 

 

24)  Jean Ervin works as a fund raising executive at a women rights organization in San Diego. Though she has been with the organization for only a year now, she has already been promoted and often gets excellent feedback from her manager. Her manager says that the key to Ervin’s good performance is because she is happy with the work she does and she is excited about the challenges in tasks which she takes up with a lot of enthusiasm. Which of the following mood dimensions is Ervin most likely to be feeling?

 

A)    Low positive affect

 

B)    Neutral affect

 

C)    Low negative affect

 

D)    High positive affect

 

E)     High negative affect

 

 

 

25)  Emotions such as relaxation, serenity, and calmness comprise the _______ mood dimension.

 

A)    Low positive affect

 

B)    Neutral affect

 

C)    Low negative affect

 

D)    High positive affect

 

E)     High negative affect

 

 

 

26)  ____refers to the tendency of most individuals to experience a mildly positive mood at zero input when nothing in particular is going on.

 

A)    Low positive affect

 

B)    Positivity offset

 

C)    Blunted affect

 

D)    Negativity bias

 

E)     Residual positivity

 

 

 

27)  Which of the following is most likely to be experienced during a positivity offset?

 

A)    Nervousness

 

B)    Depression

 

C)    Stress

 

D)    Anxiety

 

E)     Relaxation

 

 

 

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

 

A)    Butterfly effect

 

B)    Framing effect

 

C)    Anchoring bias

 

D)    Distinction bias

 

E)     Positivity offset

 

 

 

29)  Which of the following is true about emotions?

 

A)    They are experienced over several days or months

 

B)    They are never caused by specific events

 

C)    They are lee intense than moods

 

D)    They are critical to rational thinking

 

E)     They are less fleeting than moods

 

 

 

30)  ___ refers to individual differences in strength with which individuals experience their emotions.

 

A)    Hawthorne effect

 

B)    Affect intensity

 

C)    Intelligence quotient

 

D)    Positivity offset

 

E)     Ambiguity effect

 

 

 

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

 

A)    Intelligence quotient

 

B)    Sentience quotient

 

C)    Intellectual giftedness

 

D)    Butterfly effect

 

E)     Affect intensity

 

 

 

32)  _______refers to the tendency of people to associate two events when in reality there is no connection.

 

A)    Affect intensity

 

B)    Focusing effect

 

C)    Distinction bias

 

D)     Omission bias

 

E)     Illusory correlation

 

 

 

33)  Gerard Yoder believes that every time he picks up his daughter, Penny, from school, it brings him good luck. The last time he picked her up from school, he won a lottery ticket. Today, after he received her from school, he reached his office and found out that he has been promoted. Which of the following concepts best describes Yoder’s belief?

 

A)    Affect intensity

 

B)    Bandwagon effect

 

C)    Illusory superiority

 

D)    Positive bias

 

E)     Illusory correlation

 

 

 

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

 

A)    Sundays

 

B)    Mondays

 

C)    Saturdays

 

D)    Tuesdays

 

E)     Wednesdays

 

 

 

35)  Which of the following is an example of an epicurean activity which helps increase a person’s positive mood?

 

A)    Attending a meeting

 

B)    Playing video games

 

C)    Going on a ski vacation

 

D)    Eating a meal with friends

 

E)     Watching a movie

 

 

 

36)  Which of the following is an example of a sedentary activity that does not play a crucial role in increasing positive mood?

 

A)    Playing video games at home

 

B)    Going for a hike in the mountains

 

C)    Going on a ski vacation

 

D)    Eating a meal with family members

 

E)     Going to a party with friends

 

 

 

37)  Which of the following statements is true regarding sources of moods and emotions?

 

A)    Reduced sleep makes a person more alert during waking hours

 

B)    Physical and informal activities increase positive mood

 

C)    Whether has a controlling effect on moods

 

D)    Intensity of negative emotions increases with age

 

E)     Mounting levels of stress at work create positive emotions

 

 

 

38)  Carlos is upset because his boss gave him work to finish over the weekend. It is Friday. Which of the following is most likely to help Carlos lift his spirits?

 

A)    Watching TV with his friends

 

B)    Playing a video game at home

 

C)    Attending a meeting

 

D)    Going to a party with his friends

 

E)     Attending a training session

 

 

 

39)  The manager’s suggestion is based on which of the following assumptions?

 

A)    Employees are not experiencing a lack of work-life balance

 

B)    Employees’ workload can be adjusted to accommodate their requests to go on leave

 

C)    Employees have been misusing the company’s leave encashment policy

 

D)    Employees have been able to go on leave whenever they wanted to

 

E)     Employees have been working on regular working days of the year

 

 

 

40)  Under which of the following conditions, if true, would the manager’s suggestion most likely be accepted?

 

A)    The company recently acquired a new client and work volumes are expected to increase

 

B)    The company halted its hiring plans for the year in order to focus on developing talent in-house

 

C)    The company allows employees to encash their unused leave at the end of every year

 

D)    The company promotes work-life balance, by offering employees flexible working arrangements

 

E)     The company has a “use it or lose it” policy whereby unused leave lapses at the end of every year

 

 

 

41)  Under which of the following conditions, if true, would the manager’s suggestion least likely be accepted?

 

A)    The company conducts one-day offsite events on an annual basis to allow employees some time to unwind.

 

B)    The skills required by the company are highly specialized, and hence the company is short-staffed

 

C)    The employees, though experiencing high levels of stress, also report high levels of job engagement

 

D)    The company’s employees have reported high stress levels for more than three years in a row

 

E)     The company’s leading competitor was recently voted as one of the best places to work due to its focus on employee well-being

 

 

 

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

 

A)    Men are more emotionally expressive than women

 

B)    Men experience emotions more intensely than women

 

C)    Women express anger more frequently than men

 

D)    Women tend to hold onto emotions longer than men

 

E)     Men display positive emotions more frequently than women

 

 

 

43)  A situation in which an employee expresses organizationally desired emotions during interpersonal transactions at work is known as__________.

 

A)    Emotional labor

 

B)    Self-concordance

 

C)    Emotional liability

 

D)    Negative affect

 

E)     Cognitive deviance

 

 

 

44)  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___________.

 

A)    Emotional labor

 

B)    Cognitive dissonance

 

C)    Self-concordance

 

D)    Positivity offset

 

E)     Social loafing

 

 

 

45)  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 if her work, she conceals her emotions well and politely talks to him and clarifies all his questions. Which if the following is being experienced by Sally?

 

A)    Illusory correlation

 

B)    Emotional dissonance

 

C)    Positive affect

 

D)    Emotional selection

 

E)     Positivity offset

 

 

 

46)  Carrie recently received the Employee of the Year award at the call center where she works as a customer service representative. She was chosen for the award because she is known to be highly courteous toward even the most difficult of callers and is efficient at handling their queries. A month after receiving the award, Carrie submits her resignation. According to her exit interview, she felt burnt out. Which if the following best explains this situation?

 

A)    Carrie was overwhelmed by the award

 

B)    Carrie lacked the skills and motivation to perform her job in an effective manner

 

C)    Carrie felt the strain of having to constantly fake positive emotions towards her customers

 

D)    Carrie was demotivated by the lack of recognition and respect from her peers.

 

E)     Carrie was unable to empathize with her callers and the problems that they faced.

 

 

 

47)  ______refers to inconsistencies between the emotions people feel and the emotions they project.

 

A)    Collective efficacy

 

B)    Emotional dissonance

 

C)    Social loafing

 

D)    Positivity offset

 

E)     Self-concordance

 

 

 

48)  ______emotions are emotions that people actually experience, despite what they might display.

 

A)    Felt

 

B)    Conditional

 

C)    Surface

 

D)    Disseminative

 

E)     Cognitive

 

 

 

49)  Which of the following terms refers to the practice of hiding inner feelings and forgoing emotional expressions in response to display rules?

 

A)    Surface acting

 

B)    Anchoring bias

 

C)    Active camouflage

 

D)    Bandwagon effect

 

E)     Framing effect

 

 

 

50)  Which of the following statements is true regarding surface acting?

 

A)    It involves forgoing emotional expressions in response to display rules

 

B)    It involves changing one’s likes and dislikes to be in sync with display rules

 

C)    It involves displaying one’s true feelings explicitly toward a person.

 

D)    It deals with expressing felt emotions toward a person or event

 

E)     It involves trying to modify our true inner feelings based on display rules

 

 

 

51)  Which of the following is an example of surface acting?

 

A)    An employee expressing her true admiration for her colleague

 

B)    An employee masking her emotions of distrust toward the management

 

C)    An employee striving to like her job even though it feels uninteresting

 

D)    An employee retorting back at an annoying customer

 

E)     A colleague making an effort to get along with a difficult team mate

 

 

 

52)  The practice of modifying one’s true inner feelings based on display rules is known as _____.

 

A)    Surface acting

 

B)    Deep acting

 

C)    Social loafing

 

D)    Behavioral contagion

 

E)     Collective efficacy

 

 

 

53)  Which of the following is an example of deep acting?

 

A)    Sasha ignores a colleague’s question because she knows he has a personal grudge against her

 

B)    Andy conceals her emotions and politely talks to a customer even though he is annoying her

 

C)    Liza smiles at her manager even though last week she was passed off for a promotion

 

D)    Dave tries to get along with a co-worker because they will soon be working together on a project

 

E)     Javier is tired of working long hours and calls in sick on Monday to skip work

 

 

 

54)   ______ refers to a model which suggests that workplace events cause emotional reactions on the part of employees, which then influence workplace attitudes and behaviors.

 

A)    Ironic process theory

 

B)    Implicit personality theory

 

C)    Disengagement theory

 

D)    Affective events theory (AET)

 

E)     Construal level theory

 

 

 

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

 

A)    Employees react emotionally to events at work which affects their job performance and satisfaction

 

B)    Employees who score high on emotional stability are more likely to react strongly to negative events

 

C)    Employees who experience emotional dissonance at work can only be motivated with the help of money

 

D)    Emotions of an employee are independent of his age and gender

 

E)     Emotions scoring high on the personality trait of extraversion tend to be more successful at the workplace

 

 

 

56)  Which of the following is an example of an uplifting event according to the affective events theory?

 

A)    Meeting a project milestone

 

B)    Being passed off for a promotion

 

C)    Colleagues refusing to carry their share of work

 

D)    Receiving conflicting directions from different managers

 

E)     Receiving a gift from a colleague on a birthday

 

 

 

57)  Surface acting deals only with ____ emotions.

 

A)    Negative

 

B)    Weak

 

C)    Cognitive

 

D)    Strong

 

E)     Displayed

 

 

 

58)  Rachel Hartley was a top graduate management student who now works as a project manager at a retail firm. However, in spite of her strong education background, she often finds it difficult to manage her team efficiently. She is not able to understand her team’s emotions when they feel frustrated with a work challenge or when they need appreciation for a job well done. Which of the following does Hartley suffer from?

 

A)    Downing effect

 

B)    Low emotional dissonance

 

C)    Depressive realism

 

D)    Low cognitive dissonance

 

E)     Low emotional intelligence (EI)

 

 

 

59)  Which of the following terms refers to a person’s ability to detect and to manage emotional cues and information?

 

A)    Emotional intelligence

 

B)    Self-concordance

 

C)    Emotional spectrum

 

D)    Illusory correlation

 

E)     Cognitive dissonance

 

 

 

60)  Alejandro is constantly annoying people in the office. He speaks his mind freely without taking into consideration how it will affect others, doesn’t try to smile when he’s in a bad mood, and can’t understand why other people are upset with him. Alejandro’s inability to be self-aware indicates that he has a very low _______.

 

A)    Cognitive intelligence

 

B)    Self-esteem

 

C)    Negative affect

 

D)    Emotional intelligence

 

E)     Job satisfaction

 

 

 

61)  Wanda Elder works as a human resource executive. Being helpful is inherent in her nature and she regularly interacts with employees helping them understand their needs and ease difficulties. She reads emotional cues of people with ease and knows how to express her emotions without violating organizational norms. Which of the following is Elder characterized by?

 

A)    High cognitive dissonance

 

B)    Low self-esteem

 

C)    High emotional dissonance

 

D)    High emotional intelligence

 

E)     Low job satisfaction

 

 

 

62)  Whether a candidate has high emotional intelligence would be a significant factor when considering a candidate for the job of a(n) ____________.

 

A)    Event planner who needs to coordinate with several people

 

B)    Engineer working on developing a software program

 

C)    Web researcher who needs to consolidate online travel information

 

D)    Copy-editor who checks spelling and grammatical errors in manuscripts

 

E)     Technical writer who needs to create a 1000 word article everyday

 

 

 

63)  Which of the following statements is true regarding emotional intelligence (EI)?

 

A)    It refers to a score derived from standardized tests to measure intelligence

 

B)    It refers to an aptitude for intellectual activities that cannot be acquired with personal effort

 

C)    It comprises a person’s ability to detect other’s and one’s own feelings

 

D)    It is based on rationality instead of intuitive appeal to make judgments

 

E)     It refers to a person’s ability to suppress his or her true emotions and express organizationally accurate emotions

 

 

 

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

 

A)    It is not genetically influenced and thus is void of an underlying biological factor

 

B)    It does not have the capacity to predict criteria that matter

 

C)    It can be learned by experience

 

D)    It cannot be measured easily and measures of EI are diverse

 

E)     It is not closely related to intelligence and personality

 

 

 

65)  For which of the following jobs is it most likely to be important to hire employees with high emotional intelligence?

 

A)    Jobs which require customer service skills

 

B)    Jobs which need strong technical skills

 

C)    Jobs which require the ability to work independently

 

D)    Jobs which require good critical thinking skills

 

E)     Jobs which require good writing skills

 

 

 

66)  Which of the following statements is true regarding the effects of moods and emotions on decision making?

 

A)    Moods and emotions have no direct influence on decision making

 

B)    People in good moods are less likely than others to use heuristics to make decisions

 

C)    Positive emotions tend to diminish problem-solving skills and analytical skills

 

D)    People with positive emotions are slower at processing information as compared to depressed people

 

E)     Depressed people tend to weigh all possible options rather than the most likely ones

 

 

 

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

 

A)    Take an extended time at processing information

 

B)    Have poor problem-solving skills

 

C)    Make poorer decisions

 

D)    Find better solutions to problems

 

E)     Weigh all possible options rather than the most likely ones

 

 

 

68)  Dawn Wang heads an ad agency in Texas and regularly needs to work with copywriters, artists, and designers to come up with effective branding solutions for products. For one of the company’s esteemed clients, Wang and her team need to brainstorm ideas for a slogan for the client’s new line of clothing. In such a situation, why is it particularly important for Wang to keep her team happy?

 

A)    People take a long time at processing information when they are in good mood

 

B)    People tend to weigh all options to make less likely decisions when in a good mood

 

C)    People are less likely to use rules of thumb when they are in a good mood

 

D)    People tend to make decisions quickly when they are in a good mood

 

E)     People are more creative and produce more ideas when they are in a good mood

 

 

 

69)   Which of the following statements is true regarding negotiation?

 

A)    Displaying a negative emotion at a negotiation can never be effective.

 

B)    Angry negotiators who have less power than opponents have better outcomes

 

C)    Individuals who do poorly in a negotiation are more willing to be cooperative in future negotiations.

 

D)    Feeling bad about your performance during a negotiation tends to impair future negotiations.

 

E)     Individuals who do poorly in a negotiation develop positive perceptions of their counterpart.

 

 

 

70)  Tiffany Crowe works as a showroom executive at a clothing boutique in London. Today, she is in a positive mood and instantly greets and smiles at a customer who walks into the store. The customer feels welcomed by her response. While browsing the store, Crowe helps the customer with products and passes on her positive mood to the customer. The customer leaves the store feeling content with a smile on her face. Which of the following best describes this situation?

 

A)    emotional contagion

 

B)    positivity dissonance

 

C)    cognitive dissonance

 

D)    framing effect

 

E)     bandwagon effect

 

 

 

71)   Green Earth, an environmental organization in Oklahoma, recently recruited Phyllis Galvan as a project coordinator. Galvan’s manager has noticed that ever since she has joined, she has been extremely positive about her work and takes up challenges without complaining. In addition, she maintains a positive ambience by helping out colleagues and smiling at everyone she interacts with. Her behavior has had a positive effect on her colleagues who have started behaving in a similar manner now. Which of the following concepts is demonstrated in this example?

 

A)    emotional dissonance

 

B)    Ben Franklin effect

 

C)    unit bias

 

D)    anchoring effect

 

E)     emotional contagion

 

 

72)   As part of their sales training, the staff at Penny Stores is encouraged to build personal relationships with the store’s patrons. Apart from receiving product training, the staff is taught to following a scripted sales process wherein they must greet the customers, introduce themselves, and enquire about their purchase. They are also encouraged to engage in casual conversation with the customer. In a recent survey conducted by the marketing department, it was revealed that customers were dissatisfied with the level of service at Penny Stores. Which of the following, if true, best explains this situation?

 

A)    Customers come to Penny Stores to make high-involvement purchases.

 

B)    Customers associate superior service with efficiency and not friendliness.

 

C)    Penny Stores offers an extensive range of consumer products.

 

D)    The training period for the staff is three weeks long.

 

E)     The staff at Penny Stores is friendly but not familiar.

 

 

 

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

 

A)     Workplace deviant behaviors

 

B)    Social alienation behaviors

 

C)    Role engulfment

 

D)    Behavioral contagion

 

E)     Behavioral modernity

 

 

 

74)  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 s an example of ______.

 

A)    Deviant workplace behavior

 

B)    Distinction bias

 

C)    Cognitive dissonance

 

D)    Positivity offset

 

E)     Emotional dissonance

 

 

 

75)  Which of the following is an example of deviant workplace behavior?

 

A)    Sabotaging one’s organization’s computers

 

B)    Taking blame for not achieving a deadline

 

C)    Putting forward one’s views in a brainstorming session

 

D)    Working during the weekend to make up for backlog

 

E)     Requesting a two-day leave during Christmas