Question 1: Emotional intelligence training programs include both emotional awareness exercises and _________ strategy practice.

a. Organizational schema b. Emotional labor c. Emotional contagion d. Emotional regulation

Question 2: Which of the following statements is true about emotional labor?

a. emotional labor does not have any positive outcomes b. emotional labor is the solution to problems for employees, particularly if scripts are required and the employee deviates from the script. c. may have positive outcomes when organizations grant more autonomy and adopt norms that call for the expression of positive emotions. d. emotional labor is used when the person hired to play Santa Claus at the mall improvises.

Question 3: _______ is comprised of emotions and moods.

a. Aggregates b. Affect c. Emotional intelligence d. Emotional labor

Question 4: A framework that integrates personality, emotions, and moods and that considers the impact of the work environment and events that trigger emotional reactions is _________

a. the emotional intelligence coefficient b. the broaden-and-build model c. the leader-member exchange model d. the effective events theory

Question 5: ________ are general feelings that are not related to an event that happens to an individual; however, they are intense enough to interrupt work patterns.

a. Moods b. emotions c. agregates d. affects

Question 6: __________ which involves surface acting (or acting out service roles), has been related to emotional exhaustion and burnout.

a. Organizational schema b. Emotional labor c. Emotional contagion d. Emotional intelligence

Question 7 Taken together, the work environment, events, personally, and moods combine to evoke _______

a. diverse workplaces b. positive or negative emotional response c. group personality d. workforce accommodations

Question 8: ____________ like actors in a role are used to control customer service interactions. a. Requirements b. Uplifts c. Scripts d. Schemas

Question 9: Which of the following statements is true about Emotional intelligence (EI)?

a. El is not correlated with job performance. b. There is no research-based evidence for El yet. c. EI depends on a person's awareness of his or her own emotions, the awareness of emotions in others, and the ability to deal with these emotions effectively. d. EI can't be learned, it is genetic.

Question 10: Moods are general feeling states that are not related to a specific event, but they are not intense enough to interrupt regular thought patterns or work.

a. True b. False