Question 1

Explain organizational behavior and justify why knowledge of organizational behavior is important for managers. (4 marks)

Question 2

Alana Gore works as a campaign manager at a nonprofit 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 the presentation.

1. Differentiate between emotion and mood (2 marks)

2. Based on the above excerpt, explain gores reaction towards Kelly and Explain whether his reactions are an emotion or mood. (2 marks)

Question 3

Explain emotional labor and Discuss how a worker's emotional state can affect customer service and customers. (4 marks)