5. Beliefs represent our perceptions about the attitude object. 6. Cognitive dissonance is more likely to occur when the dissonant behaviour is known to everyone, was done voluntarily, and can't be undone. 7. The cognitive model describes attitude formation and dynamics, however emotions have no role in this process. 8. Display rules are norms that require employees to show certain emotions and to withhold others. 9. Conflict between required and true emotions is called emotional disassociation. 10. Emotional intelligence refers to the ability to perceive and express emotion, assimilate emotion in thought, understand and reason with emotion, and regulate emotion in oneself and others. True