Behavior in Organizations, 10e (Greenberg)

Chapter 5 Coping with Organizational Life: Emotions and Stress

1) Overt reactions that express feelings about events are called:

A) moods.
B) expressions.
C) emotions.
D) All of the above.
Answer: C
Diff: 1 Page Ref: 145

2) Informal standards concerning the appropriate ways to express emotions are called:
A) display rules.
B) culture.
C) norms.
D) emotion rules.
Answer: A
Diff: 1 Page Ref: 145

3) Which of the following is NOT an example of a social emotion?

A) Pity
B) Jealousy
C) Scorn
D) Pride
Answer: D
Diff: 2 Page Ref: 147

4) Which of the following is NOT an example of a self-conscious emotion?

A) Guilt
B) Embarrassment
C) Scorn
D) Pride
Answer: C
Diff: 2 Page Ref: 146

5) Mood is a combination of both:

A) who we are and conditions we face.
B) feelings and personality.
C) emotions and personality.
D) emotions and environment.
Answer: A
Diff: 2 Page Ref: 148

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6) Happier people tend to ________ less happy people.
A) under-perform
B) out-perform
C) take more jobs than
D) Both A and C.
Answer: B
Diff: 2 Page Ref: 149

7) Happy employees are ________ than less happy people.

A) less inclined to resign
B) more inclined to resign
C) less highly paid
D) working for less profitable organizations
Answer: A
Diff: 2 Page Ref: 149

8) Positive mood helps people:

A) recall positive things.
B) recall negative things.
C) do less work.
D) Both B and C.
Answer: A
Diff: 2 Page Ref: 151

9) The ________ identifies various factors that lead to people's emotional reactions on the job
and how their reactions affect them.
A) core self-evaluation model
B) accommodative processing paradigm
C) assimilative processing schematic
D) affective events theory
Answer: D
Diff: 2 Page Ref: 151-152

10) When Berry is dealing with an irate customer, he finds himself biting his tongue to keep
himself from saying what he really wants to say. This is referred to as emotional:
A) dissonance.
B) labor.
C) conflict.
D) incongruence.
Answer: B
Diff: 2 Page Ref: 152
AACSB: Reflective Thinking

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11) As a flight attendant, Mary Ann is supposed to smile and act cheerful at all times on the
flight; however, she feels tired and annoyed. The conflict between the emotion she feels and the
emotion she is required to express is called emotional:
A) dissonance.
B) labor.
C) conflict.
D) incongruence.
Answer: A
Diff: 2 Page Ref: 153
AACSB: Reflective Thinking

12) Emotions that people actually experienced are known as:

A) known emotions.
B) displayed emotions.
C) felt emotions.
D) processed emotions.
Answer: C
Diff: 1 Page Ref: 154

13) Emotions that people show others are known as:

A) known emotions.
B) displayed emotions.
C) felt emotions.
D) processed emotions.
Answer: B
Diff: 1 Page Ref: 154

14) All of the following are ways to control anger EXCEPT:

A) practice relaxation.
B) change the way you think.
C) use humor.
D) stay in the room to confront the situation.
Answer: D
Diff: 2 Page Ref: 155

15) The practice of ________ consists of systematic efforts to reduce people's feelings of anger
and the physiological arousal caused by those feelings.
A) psychological exploration
B) interpersonal intervention
C) cross-functional counseling
D) anger management
Answer: D
Diff: 2 Page Ref: 168

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16) Which type of stressor has the longest-term effect on body, mind, and spirit?
A) Chronic stressor
B) Acute stressor
C) Episodic stressor
D) None of the above.
Answer: A
Diff: 2 Page Ref: 156

17) Growing evidence suggests that high levels of stress adversely affect:
A) physical health.
B) psychological well-being.
C) task performance.
D) All of the above.
Answer: D
Diff: 2 Page Ref: 155

18) Stressors are:

A) the effects of stress.
B) the complex pattern of emotional, physiological, and related thoughts.
C) the interpretations a person makes of stress and strain.
D) the external demands that create stress.
Answer: D
Diff: 1 Page Ref: 156

19) Stress occurs when:

A) a situation is perceived as threatening to important goals.
B) people believe they can cope with the potential dangers.
C) the situation faced is difficult, but not out of control.
D) someone's expectations are met unexpectedly.
Answer: A
Diff: 2 Page Ref: 156

20) Strain is different from stress in that:

A) strain is less serious than stress.
B) strain is a reaction to stress.
C) strain is a cause of stress.
D) strain refers to physical reactions, while stress refers to mental reactions.
Answer: B
Diff: 2 Page Ref: 158

21) Which of the following is LEAST likely to cause greater, higher levels of stress?
A) Constant monitoring of electronic devices
B) Working in unpleasant physical conditions
C) Performing unstructured tasks
D) Making few decisions
Answer: D
Diff: 2 Page Ref: 160
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22) The most highly stressed job in the U.S. is ________.
A) used car salesperson
B) civil engineer
C) inner-city high school teacher
D) air traffic controller
Answer: C
Diff: 2 Page Ref: 161

23) One example of a job that is generally not stressful is:

A) forester.
B) public relations executive.
C) real estate agent.
D) advertising account executive.
Answer: A
Diff: 2 Page Ref: 161

24) When people confront incompatible demands from their work and personal lives, they
experience:
A) role conflict.
B) qualitative overload.
C) role ambiguity.
D) social isolation.
Answer: A
Diff: 1 Page Ref: 161

25) Switching back and forth between the demands of work and family is called:
A) role conflict.
B) role juggling.
C) role ambiguity.
D) qualitative overload.
Answer: B
Diff: 1 Page Ref: 161

26) Ronda is a vice president of marketing and mother to three young children. Ronda is
probably experiencing which of the following?
A) Role conflict
B) Qualitative overload
C) Role juggling
D) Social isolation
Answer: C
Diff: 2 Page Ref: 161
AACSB: Reflective Thinking

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27) Which of the following is a potent source of stress for working parents?
A) role ambiguity.
B) qualitative overload.
C) role juggling.
D) social isolation.
Answer: C
Diff: 2 Page Ref: 161

28) When a person experiences stress due to gender-related unwanted communication or contact,
she is likely experiencing which of the following:
A) role conflict.
B) quantitative underload.
C) role ambiguity.
D) sexual harassment.
Answer: D
Diff: 2 Page Ref: 161

29) When asked whether they had ever been the object of sexual advances, propositions, or
unwanted sexual discussions from men who supervise them, ________ of the women surveyed
answered "yes."
A) 30%
B) 40%
C) 50%
D) 60%
Answer: A
Diff: 3 Page Ref: 161

30) The current state of the problem of sexual harassment in the workplace is indicated by the
fact that:
A) men are now experiencing sexual harassment more than women.
B) one-half of the men polled in a recent survey admitted to having done something that might
be construed as sexual harassment.
C) over 2/3 of employed women indicated they had been the object of sexual harassment.
D) there has been a significant decline in sexual harassment complaints filed with the EEOC.
Answer: B
Diff: 2 Page Ref: 161

31) Of 1300 Americans surveyed, what percentage reported that they routinely skipped lunch?
A) 25%
B) 40%
C) 50%
D) 75%
Answer: C
Diff: 3 Page Ref: 163

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32) Of 1300 Americans surveyed, what percentage reported that they worked over 12 hours a
day?
A) 25%
B) 37%
C) 52%
D) 75%
Answer: C
Diff: 3 Page Ref: 163

33) If you are suffering from information anxiety, you feel:

A) bombarded by information.
B) guilty because you lack important information.
C) worried that you may be caught not knowing something that others know.
D) Any of the above.
Answer: D
Diff: 2 Page Ref: 163

34) People experience stress when:

A) expectations over role are resolved.
B) they have too little to do.
C) role ambiguity is relieved.
D) they have no responsibility for others.
Answer: B
Diff: 2 Page Ref: 163

35) As a general rule, the effects of stress on task performance are:

A) mostly negative.
B) curvilinear in nature.
C) mostly positive.
D) negative at moderate levels, but positive at higher levels.
Answer: A
Diff: 2 Page Ref: 164

36) Some people violate the general rule regarding stress and function very well even under high
levels of stress. This is likely to be the case when:
A) they are highly skilled.
B) they perceive the situation as a threat.
C) the task at hand is perceived as very easy.
D) they are Type B personalities.
Answer: A
Diff: 2 Page Ref: 165

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37) Women are more likely than men to cope with stress by doing which of the following?
A) Eating a proper diet
B) Exercising regularly
C) Talking to their friends about their problems
D) All of the above.
Answer: D
Diff: 2 Page Ref: 166

38) Lashing out at others in response to stressful encounters at work is called:

A) desk rage.
B) information anxiety.
C) role conflict.
D) strain.
Answer: A
Diff: 1 Page Ref: 165

39) According to some estimates, stress plays a role in ________ percent of physical illness.
A) 20-30
B) 30-40
C) 40-60
D) 50-70
Answer: D
Diff: 3 Page Ref: 165

40) Smoking, drug and alcohol use, and violence are all examples of ________ consequences of
stress.
A) behavioral
B) medical
C) psychological
D) physiological
Answer: A
Diff: 2 Page Ref: 166

41) One example of a health problem that can be caused by stress is:
A) stroke.
B) cirrhosis of the liver.
C) lung disease.
D) All of the above.
Answer: D
Diff: 2 Page Ref: 166

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42) Which of the following is NOT a behavioral consequence of stress?
A) Smoking
B) Drug abuse
C) Alcohol abuse
D) Family conflict
Answer: D
Diff: 2 Page Ref: 166

43) Which of the following is a psychological consequence of stress?

A) Smoking
B) Drug abuse
C) Alcohol abuse
D) Family conflict
Answer: D
Diff: 2 Page Ref: 166

44) Which of the following is NOT a medical consequence of stress?

A) Ulcers
B) Cancer
C) Alcohol abuse
D) Diabetes
Answer: C
Diff: 2 Page Ref: 166

45) The friendship and support of others that helps minimize stress is referred to as:
A) work support.
B) kinship.
C) social support.
D) None of the above.
Answer: C
Diff: 1 Page Ref: 163

46) Social support can help:

A) boost self-esteem.
B) provide diversions.
C) provide needed resources.
D) All of the above.
Answer: D
Diff: 2 Page Ref: 164

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47) Ray is feeling helpless, depressed, and trapped in his job after three months of 100-hour
work weeks weren't sufficient to win a big contract for his company. Ray is probably
experiencing:
A) work strain.
B) emotional exhaustion.
C) physical exhaustion.
D) cognitive exhaustion.
Answer: B
Diff: 2 Page Ref: 159
AACSB: Reflective Thinking

48) Characteristics of depersonalization include:

A) an attitude of exhaustion.
B) tendency to become cynical.
C) tendency to derogate others.
D) All of the above.
Answer: D
Diff: 2 Page Ref: 159

49) In dealing with desk rage, experts suggest that you:

A) identify the trigger.
B) deal with the feud within the workplace.
C) try to confront the person.
D) encourage all involved to confront the issue immediately.
Answer: A
Diff: 2 Page Ref: 165

50) Which of the following characteristics of burnout is associated with low energy?
A) Depersonalization
B) Emotional exhaustion
C) Physical exhaustion
D) Feelings of low personal accomplishment
Answer: C
Diff: 2 Page Ref: 159

51) Which of the following characteristics of burnout is associated with feelings of helplessness
and depression?
A) Depersonalization
B) Emotional exhaustion
C) Physical exhaustion
D) Feelings of low personal accomplishment
Answer: B
Diff: 2 Page Ref: 159

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52) Which of the following characteristics of burnout is associated with attitudinal exhaustion?
A) Depersonalization
B) Emotional exhaustion
C) Physical exhaustion
D) Feelings of low personal accomplishment
Answer: A
Diff: 2 Page Ref: 159

53) Which of the following characteristics of burnout is associated with the feeling that one
hasn't been able to accomplish much?
A) Depersonalization
B) Emotional exhaustion
C) Physical exhaustion
D) Feelings of low personal accomplishment
Answer: D
Diff: 2 Page Ref: 159

54) When Jose thinks about his work, he has a nagging feeling that he hasn't been able to
accomplish much. This is an example of:
A) depersonalization.
B) emotional exhaustion.
C) physical exhaustion.
D) feelings of low personal accomplishment.
Answer: D
Diff: 2 Page Ref: 159
AACSB: Reflective Thinking

55) Julia has powerful feelings of helplessness and a sense of ongoing depression. This is an
example of:
A) depersonalization.
B) emotional exhaustion.
C) physical exhaustion.
D) feelings of low personal accomplishment.
Answer: B
Diff: 2 Page Ref: 159
AACSB: Reflective Thinking

56) Plans that help employees with problems such as substance abuse, career planning, and legal
problems are called:
A) stress management programs.
B) organizational citizenship programs.
C) employee assistance programs.
D) None of these.
Answer: C
Diff: 1 Page Ref: 167

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57) Burnout can be caused by:
A) not feeling appreciated.
B) prolonged exposure to stress.
C) poor opportunities for promotion.
D) All of the above.
Answer: D
Diff: 1 Page Ref: 159

58) In what percentage of cases in which EAP services are provided are work losses avoided?
A) 15%
B) 30%
C) 40%
D) 60%
Answer: D
Diff: 3 Page Ref: 167

59) An organization attempting to lower its employees' levels of stress could:

A) downsize its workforce.
B) implement wellness programs.
C) restructure the organization.
D) do all of the above.
Answer: B
Diff: 2 Page Ref: 167

60) Many of today’s companies offer ________ to provide their workers with assistance for
various personal problems, such as substance abuse, career planning, and financial or legal
problems.
A) wellness programs
B) time management programs
C) employee assistance programs
D) tough love programs
Answer: C
Diff: 3 Page Ref: 167

61) A recent comprehensive survey comparing the stressors faced by men and women in the
workplace concluded that ________.
A) women encountered more changes and greater pressure to perform well on the job
B) chaotic, demanding jobs are more likely to be stressful for women than for men
C) women are more likely than men are to be victims of sexual harassment on the job
D) All of the above
Answer: D
Diff: 2 Page Ref: 166

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62) ________ is the practice of showing up for work but being too sick to work effectively.
A) True grit
B) Presenteeism
C) Disassociation
D) Cognitive dissonance
Answer: B
Diff: 1 Page Ref: 167

63) One of the most important considerations when managing time is:
A) assigning priorities to tasks.
B) accurately assessing how much time each task will take.
C) carefully keeping track of what needs to be accomplished.
D) All of the above.
Answer: D
Diff: 2 Page Ref: 169

64) Research has shown that when people have social support:
A) their ability to resist the adverse effects of stress increases.
B) their ability to resist the adverse effects of stress decreases.
C) they experience less strength.
D) they are less likely to experience role ambiguity.
Answer: A
Diff: 2 Page Ref: 163

65) The effects of stress can be minimized by:

A) taking work problems home at the end of the day and working on them at your leisure.
B) getting into better physical condition.
C) using emotion-focused coping rather than problem-focused coping.
D) consuming less fiber-rich foods.
Answer: B
Diff: 2 Page Ref: 167

66) The process of learning to clear one's mind of external thoughts is called:
A) relaxation training.
B) meditation.
C) coping.
D) focusing.
Answer: B
Diff: 1 Page Ref: 168

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67) When confronted with rising tension, people may find it useful to make a conscious decision
to insert a brief period of delay known as:
A) meditation.
B) time-out.
C) equilibrium restoration.
D) cosmic consciousness.
Answer: B
Diff: 1 Page Ref: 170

Table 5.1
Will is experiencing stress at work because he is not clear about what to do in his new job, what
his work priorities should be. His boss is out due to major surgery, and no one else knows what
his job is. Jane is a typical 2010 woman; good career, married, and with a small child. As her
career advances she is experiencing more and more stress because her husband wants her home
more. Her parents are proud of her career success, yet they keep saying things like, "No sense
having children if you're going to let someone else raise them." Tom is in a matrix reporting
relationship with several other people. His boss has authority over the whole matrix; Tom does
not, yet Tom is responsible for the performance of the people in the matrix. He isn't sure who he
can tell what to do and who he has to let his boss tell. A deadline is approaching, and Tom is
stressed out. Tom's boss, John, is also stressed. He isn't clarifying who reports to whom because
he worries about everyone and doesn't want to let go of watching over them. He thinks that he
may have to terminate Jane because her home situation is interfering so much with work that it is
creating problems for the project. He is agonizing over this. Having been fired once in his career,
he knows how painful it can be.

68) Refer to Table 5.1. Jane's stress seems most likely to be caused by:
A) quantitative overload.
B) role conflict.
C) sexual harassment.
D) role ambiguity.
Answer: B
Diff: 2 Page Ref: 161
AACSB: Reflective Thinking

69) Refer to Table 5.1. Tom's stress is being caused by:

A) quantitative overload.
B) role conflict.
C) qualitative overload.
D) role ambiguity.
Answer: D
Diff: 2 Page Ref: 162
AACSB: Reflective Thinking

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70) Refer to Table 5.1. Which of the following strategies would be of the most help to Will at
this point in his career?
A) More information about his job duties
B) Family-supportive practices
C) A stress management program
D) Life balancing through exercise and diet
Answer: A
Diff: 2 Page Ref: 162
AACSB: Reflective Thinking

71) Refer to Table 5.1. Will is experiencing stress due to:

A) quantitative overload.
B) role conflict.
C) qualitative overload.
D) role ambiguity.
Answer: D
Diff: 2 Page Ref: 162
AACSB: Reflective Thinking

72) Refer to Table 5.1. John's stress is apparently a function of:

A) being responsible for others.
B) social isolation.
C) qualitative overload.
D) role ambiguity.
Answer: A
Diff: 2 Page Ref: 163
AACSB: Reflective Thinking

73) An emotion can be defined as a feeling that exists in the background and is not overt.
Answer: FALSE
Diff: 1 Page Ref: 145

74) People throughout the world generally portray particular emotions by using the same facial
expressions.
Answer: TRUE
Diff: 2 Page Ref: 145
AACSB: Multicultural and Diversity

75) Culture has little to do with how and when people express emotions.
Answer: FALSE
Diff: 2 Page Ref: 145
AACSB: Multicultural and Diversity

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76) Cultural norms in Great Britain encourage people there to "tone down" their emotional
displays.
Answer: TRUE
Diff: 2 Page Ref: 145
AACSB: Multicultural and Diversity

77) People have an infinite number of different emotions.

Answer: FALSE
Diff: 2 Page Ref: 145

78) There are 5 major categories of emotions.

Answer: FALSE
Diff: 2 Page Ref: 145

79) Jobs that include decision-making responsibilities are less stressful than non-decision-
making jobs because the ability to make decisions gives the employee more control.
Answer: FALSE
Diff: 2 Page Ref: 160

80) For sexual harassment to exist there must be overt, extreme, and unpleasant actions of a
sexual nature directly specifically at a person of the opposite sex.
Answer: FALSE
Diff: 2 Page Ref: 161

81) It can be as stressful to have too little to do as it is to have too much to do.
Answer: TRUE
Diff: 2 Page Ref: 163

82) Approximately 40% of U.S. workers rate their jobs as highly stressful most of the time.
Answer: TRUE
Diff: 3 Page Ref: 155

83) Tense muscles, higher blood pressure, and an elevated heart rate are all symptoms of stress.
Answer: TRUE
Diff: 2 Page Ref: 159

84) Experts believe that stress contributes to 50 to 70 percent of all forms of physical illness.
Answer: TRUE
Diff: 3 Page Ref: 165

85) When compared with men, women generally have a harder time coping with stress.
Answer: TRUE
Diff: 2 Page Ref: 166

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86) A psychological consequence of stress is drug abuse.
Answer: FALSE
Diff: 2 Page Ref: 166

87) A medical consequence of stress is diabetes.

Answer: TRUE
Diff: 2 Page Ref: 166

88) Burnout can be marked by cynical attitudes, a tendency to minimize your own contributions,
and a feeling of physical or emotional depletion.
Answer: TRUE
Diff: 2 Page Ref: 159

89) A symptom of depersonalization is attitudinal exhaustion.

Answer: TRUE
Diff: 2 Page Ref: 159

90) An individual experiencing high levels of stress may have a weakened immune system.
Answer: TRUE
Diff: 2 Page Ref: 159

91) Women tend to cope more effectively with workplace stress than men do.
Answer: FALSE
Diff: 2 Page Ref: 166

92) Time management can be an effective personal stress management strategy.

Answer: TRUE
Diff: 2 Page Ref: 168

93) One downfall of a strong social support system is that it can sometimes cause more stress by
providing diversion.
Answer: FALSE
Diff: 2 Page Ref: 164

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94) Identify and explain the sources of work-related stress.
Answer: Work settings often are highly stressful environments for the following reasons.
Occupational demands can cause stress, especially in jobs such as firefighters, senior executives,
and surgeons. Conflict between work and non-work, such as the constant juggling of work and
family responsibilities, can expose those involved to role conflict–the incompatibility between
the expectations of parties or the aspects of a single role. Role ambiguity occurs when individuals
experience uncertainty about what actions they should take to meet the requirements of a job.
Overload and underload are important elements. Being asked to do too much can be stressful; so
too can being asked to do too little. The lack of social support can cause managers to feel alone,
especially when making undesirable decisions. Sexual harassment is far from rare in today's
workplace. Indeed, in one recent poll, fully 30 percent of employed women indicated they had
encountered such harassment at least once. Managers must motivate, reward or punish, and
communicate with others. Having responsibility for others can cause managers to experience
higher levels of stress and the physical symptoms accompanying it (e.g., hypertension) than
those who handle other organizational areas.
Diff: 3 Page Ref: 160-164
AACSB: Reflective Thinking

95) Discuss those conditions under which individuals at work are more likely to experience
higher levels of stress.
Answer: The conditions under which individuals are likely to experience higher levels of stress
are those in which the following activities exist: making decisions, constantly monitoring devices
or materials, repeatedly exchanging information with others, working in unpleasant physical
conditions, and performing unstructured rather than structured tasks.
Diff: 2 Page Ref: 160
AACSB: Reflective Thinking

96) What are the major effects of stress?

Answer: Stress can affect job performance. For some it will enhance performance; for most it
will cause a deterioration in quality, "choking under pressure," unpleasant feelings, etc. It can
lead to burnout and physical, emotional, and/or attitudinal exhaustion. It can significantly affect
health, contributing to the development of degenerative diseases or weakening defenses against
infectious diseases.
Diff: 3 Page Ref: 159-160
AACSB: Reflective Thinking

97) Describe the major effects of organizational stress.

Answer: The most current evidence suggests that stress exerts mainly negative effects on tasks
performance. The greater the stress people encounter on the job, the more adversely affected
their job performance tends to be. Stress can also create desk rage, or the lashing out at others in
response to stressful encounters on the job. Burnout is another side effect of organizational
stress. Given these negative effects, stress has been called the "silent killer" creating some of the
most serious and life-threatening ailments known to medical science.
Diff: 3 Page Ref: 164-166
AACSB: Reflective Thinking

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98) What are the four key properties of basic emotions?
Answer: 1. Emotions always have an object. 2. The spread of emotions is contagious. 3.
Expression of major emotions is universal. 4. Culture determines how and when people express
emotions.
Diff: 3 Page Ref: 145
AACSB: Reflective Thinking

99) Differentiate between emotional dissonance and emotional labor.

Answer: Emotional dissonance is the inconsistencies between the emotions we feel and the
emotions we express. Emotional labor is the psychological effort involved in holding back one's
true emotions.
Diff: 3 Page Ref: 152-153
AACSB: Reflective Thinking

100) How can an individual better manage time to reduce stress?

Answer: There are three key things an individual can do to better manage time and reduce stress.
First, the individual should prioritize activities and distinguish between those that are urgent and
those that can wait. Second, the individual should allocate time realistically and avoid
overcommitting. Third, the individual should take control of time by making a "to do" list.
Diff: 3 Page Ref: 169
AACSB: Reflective Thinking

101) What is meant by "burnout" and what are its major characteristics?
Answer: Burnout is an exhaustion-based syndrome. It can be physical (reduced energy and
symptoms of physical strain), emotional (feeling depressed and helpless), and/or attitudinal
(feelings of low personal accomplishment).
Diff: 3 Page Ref: 159-160
AACSB: Reflective Thinking

102) What tactics can be used to manage personal stress?

Answer: Time management, the practice of taking control of how one spends time, is a valuable
skill for reducing a common stressor–time pressure. Eating a healthy diet and staying physically
fit can greatly increase one’s ability to cope with stress. Meditation (the process of clearing one’s
mind of external thoughts) can help to relieve the many sources of stress. One of the most
effective ways to relieve stress-related problems is getting a good night’s sleep. The avoidance of
negative self-talk can produce beneficial changes in attitude and increased resistance to stress.
When confronted with rising tension, people can take a time-out: taking a short break, getting a
breath of fresh air, or action that will give them a few moments to themselves.
Diff: 3 Page Ref: 168-170
AACSB: Reflective Thinking

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