X WEBC 1 Point Question 16 Salman is a customer service representative he often hides his frustration when serving an itating (o) customer This behavior from Salman is an example of which of the following A) emotional labor. B cognitive dissonance. judgmental evaluation D emotional attribution 1 Point Question 17 The exit-voice-loyalty-neglect (EVLN) model: A outlines the four consequences of emotional intelligence. identifies the four ways to manage employee emotions. explains why the psychological contract differs between employees and their employers. is a template for organizing and understanding the consequences of job dissatisfaction. Question 18 1 Poin Noora has the highest level of emotional intelligence because she is aware of other people's emotions. B can manage her own emotions. has organizational comprehension. can manage other people's emotions. i polne Question 19 Professor Noora uses a number of small group activities in her class, and students work together in the same groups frequently over the course of the semester. This repeated interaction would likely result in higher team cohesion diversity competition D conflict 1 Point Question 20 Global Corporation has several virtual teams that are scattered around the world. Which of the following describes virtual teams? A groups of employees who are almost (virtually) identical to each other in skills and values B groups of employees that operate across space, time and organizational boundaries formal work teams in which most members do not feel that they are really part of the team informal groups that meet only in cyberspace 1 Point Question 21 In team dynamics, process losses are best described by which of the following A productivity losses that occur when individual members need to learn a new task. B information lost due to imperfect communication among team members. resources expended toward team development and maintenance. D knowledge is lost when a team member leaves the organization. Question 22 1 Point Which of the following communication media tends to be the best for transmitting emotions? A Newsletters B E-mail messages Telephone conversations Face-to-face meetings Question 23 1 Point Information load can be reduced by all of the following except A buffering B omitting. summarizing D time management