__________________ are intense feelings directed at someone or something.

Select one:

a.

Mood intensity

b.

Positive affect

c.

Emotions

d.

Negative affect

e.

Moods

Clear my choice

Your managers expect you to be courteous, not hostile, in your interactions with coworkers and customers. This is best described as:

Select one:

a.

emotional intelligence

b.

affective events theory

c.

emotional labour

d.

displayed emotions

e.

felt emotions

Clear my choice

____________________________means that at zero input, most individuals experience a mildly positive mood.

Select one:

a.

Positivity

b.

Positive input

c.

Positive balance

d.

Positive affect

e.

Positive offset

Clear my choice

If you try to cheer yourself up whenyou're feelingdown, you are engaging in___________

Select one:

a.

emotional dissonance

b.

emotional labour

c.

emotional regulation

d.

emotional venting

e.

emotional stability

Identify which statement below is false.

Select one:

a.

Moods are less intense feelings than emotions.

b.

There are differences between emotions and moods.

c.

Researchers speculate that emotions may be more cognitive, meaning they may cause us to think or brood for a while.

d.

Researchers speculate that emotions may be more action-oriented.

e.

Emotions are intense feelings that are directed at someone or something.

On which day of the following days do people tend to be in their bestmoods?

Select one:

a.

Friday

b.

Monday

c.

Tuesday

d.

Thursday

e.

Wednesday

Which one statement of the following statements is true?

Select one:

a.

Moods and emotions do not have a personality component

b.

Affectively intense people experience only positive emotions more deeply

c.

Young people experience more extreme positive emotions than older people

d.

Affectively intense people experience both positive and negative emotions more

Jake understands and recognizes his emotions, and is good at reading and responding to the emotional cues of his team mates. Jake has a high level of

Select one:

a.

emotional dissonance

b.

emotional awareness

c.

emotional stability

d.

emotional intelligence

e.

emotional regulation

Many researchers generally agree on six universal emotions. Which of the following is NOT among thesix?

Select one:

a.

surprise

b.

rage

c.

disgust

d.

fear

e.

happiness

Time of day can influence moods and emotions. For example, levels of

Select one:

a.

negative affect are lowest in the overnight hours.

b.

negative affect are highest at noon.

c.

positive affect are greatest in the evening

d.

positive affect are greatest in the morning.

e.

negative affect are higher later in the morning.

Brian gets easily frustrated when new employees make mistakes. For example, when they make a mistake on a customer order, he yells at them to 'be better!' Brian is clearly demonstrating:

Select one:

a.

low emotional intelligence

b.

low emotional contagion

c.

low emotional regulation

d.

low emotional dissonance

e.

emotional labour

Applying your understanding of emotions and moods can help to better evaluate all of the following except:

Select one:

a.

decision making

b.

creativity

c.

motivation

d.

personal values

e.

customer service

What is the relationship between age andemotion?

Select one:

a.

Positive emotions occur much less as people age.

b.

Bad moods tend to last longer in older individuals.

c.

Negative emotions occur much more as people age.

d.

Negative emotions occur less in older people.

e.

There is no relationship between age and emotion.

Research suggest activities like

Select one:

a.

skiing are more strongly associated with increases in positive moods than watching TV with friends.

b.

formal events are more strongly associated with positive moods than with informal events.

c.

sleep does not affect moods.

d.

exercise does not affect moods.

e.

watching TV with friends is more strongly associated with postive moods than hiking with friends.

Which theory demonstrates that employees react emotionally to things that happen to them atwork, and this reaction influences their job performance andsatisfaction

Select one:

a.

Attribution theory

b.

Affective events theory

c.

Performance theory

d.

Cognitive behaviour theory

e.

Job satisfaction theory

Which of the following statements is not true:

Select one:

a.

Creativity is influenced by emotions and moods.

b.

Positive people find better solutions to problems.

c.

Depressed people weigh all possible options rather than the most likely ones.

d.

Positive emotions enhance problem solving skills.

e.

Depressed people are faster decision makers

Many organizations provide training on how to always be courteous to customers, no matter what. This supports ______________ required by many service-oriented organizations.

Select one:

a.

positive affect

b.

emotional regulation

c.

displayed emotions

d.

felt emotions

e.

negative affect

Which of the following statements is not true:

Select one:

a.

Emotions and moods are similar in that both are affective in nature.

b.

Emotional intelligence is a competency that can help to better understand your own emotions and the emotions of others

c.

Emotions and moods have proven relevant for virtually every work outcome.

d.

There is evidence that emotional intelligence is genetically influenced.

e.

Emotional intelligence is a competency that cannot be improved upon.

According to an analysis of Twittermessages, when are levels of positive affect thelowest?

Select one:

a.

Early evening

b.

Late morning

c.

Early afternoon

d.

Late afternoon

e.

Early morning

_______________ is defined as anemployee's expression of organizationally desired emotions during interpersonal transactions at work.

Select one:

a.

Emotional intelligence

b.

Deep acting

c.

Emotional labour

d.

Affective events theory

e.

Organizational citizenship behaviour

Clear my choice

Research finds that customers who catch the positive emotions of employees shop longer. This is best described as

Select one:

a.

positive power

b.

positive affect

c.

positive organizational scholarship

d.

emotional contagion

e.

positivity offset

Research finds that customers who catch the positive emotions of employees shop longer. This is best described as

Select one:

a.

positive power

b.

positive affect

c.

positive organizational scholarship

d.

emotional contagion

e.

positivity offset

Although Maria had just lost her dog and was deeply sad, she still smiled at every customer that came to her desk, and wished them a wonderful day as they left. Maria is exhibiting

Select one:

a.

rational emotions

b.

felt emotions

c.

surface acting

d.

deep acting

e.

emotional intelligence

Markus is looking for an employee who has high emotional intelliegence as the job he is interviewing for demands a high degree of _________________.

Select one:

a.

technical skills

b.

independent work

c.

social interaction

d.

detailed work

e.

physical work