ch 7 managing stress and emotions

Question 1

stress

Answer 1

the body’s reaction to a change that requires a physical, mental, or emotional adjustment or response

Question 2

amygdala

Answer 2

responsible for stimulating fear responses
fight or flight response

Question 3

general adaptation syndrome (GAS)

Answer 3

stress plays a general role in disease by exhausting the body’s immune system

Question 4

alarm phase of stress

Answer 4

an outside stressor jolts the individual, insisting that something must be done
fight-or-flight moment
if the response is sufficient, the body will return to its resting state after having successfully dealt with the source of stress

Question 5

resistance phase

Answer 5

the body begins to release cortisol and draws on reserves of fate and sugars to find a way to adjust to the demands of the stress
- works well for short periods of time, only a temporary fix

Question 6

exhaustion phase

Answer 6

the body has depleted its stores of sugars and fats, and the prolonged release of cortisol has caused the stressor to significantly weaken the individual
- disease results from the body’s weakened state

Question 7

stressors

Answer 7

events or contexts that cause a stress reaction by elevating levels of adrenaline and forcing a physical or mental response

Question 8

role ambiguity

Answer 8

vagueness in relation to what our responsibilities are

Question 9

role conflict

Answer 9

facing contradictory demands ar work

Question 10

role overload

Answer 10

having insufficient time and resources to complete the job

Question 11

workplace stressors

Answer 11

• role demands
• information overload
• work-family conflicts
• life changes
• downsizing

Question 12

work-family conflict

Answer 12

occurs when the demands from work and family are negatively affecting one another

Question 13

physiological outcomes of stress

Answer 13

stress manifests itself internally as nervousness, tension, headaches, anger, irritability, and fatigue

Question 14

psychological outcomes of stress

Answer 14

depression and anxiety

Question 15

work outcomes of stress

Answer 15

worse job attitudes, higher turnover, and decreased job performance
lower organizational commitment

Question 16

type A personalities

Answer 16

display high levels of speed/impatience, job involvement, hard-driving competitiveness

Question 17

type B personalities

Answer 17

calmer by nature, think through situations, stress levels lower as a result

Question 18

individual approaches to managing stress

Answer 18

the corporate athlete
flow
diet
exercise
sleep
create a social support network
time management

Question 19

flow

Answer 19

the concept of total engagement in one’s work or in other activities
- challenge
- meaningfulness
- competence
- choice

Question 20

organizational approaches to managing stress

Answer 20

make expectations clear
give employees autonomy
create fair work environments
telecommuting
employee sabbaticals
employee assistance programs

Question 21

telecommuting

Answer 21

working remotely

Question 22

sabbaticals

Answer 22

paid time off from the normal routine at work

Question 23

employee assistance programs (EAPs)

Answer 23

offer help in dealing with crises in the workplace and beyond

Question 24

emotion

Answer 24

short, intense feeling resulting from some event

Question 25

affective events theory (AET)

Answer 25

specific events on the job cause different kinds of people to feel different emotions; these emotions inspire actions that can benefit or impede others at work

Question 26

six major kinds of emotions in the workplace

Answer 26

anger
fear
joy
love
sadness
suprise

Question 27

affect-driven behavior

Answer 27

when positive feelings resulting from work experience may inspire you to do something you hadn’t planned to do before

Question 28

burnout

Answer 28

an ongoing negative emotional state resulting from dissatisfaction

Question 29

persona

Answer 29

a professional role that involves acting out feelings that may not be real as part of their job

Question 30

emotional labor

Answer 30

regulations of feeling and expressions for organizational purposes

Question 31

three major levels of emotional labor

Answer 31

1 surface acting - requires an individual to exhibit physical signs, such as smiling, that reflect emotions customers want to experience
2 deep acting - actively try to experience the emotions they are displaying
3 genuine acting - display emotions aligned with their own

Question 32

cognitive dissonance

Answer 32

mismatch among emotions, attitudes, beliefs, and behavior

Question 33

emotional intelligence

Answer 33

how people can understand each other more completely by developing an increased awareness of their own and others’ emotions

Question 34

4 building block of high emotional intelligence

Answer 34

self-awareness
self-management
social awareness
relationship management

Question 35

self-awareness

Answer 35

when you are able to accurately perceive, evaluate, and display appropriate emotions

Question 36

self-management

Answer 36

when you are able to direct your emotions in a positive way when needed

Question 37

social awareness

Answer 37

when you are able to understand how others feel

Question 38

relationship management

Answer 38

when you are able to help others manage their own emotions and truly establish supportive relationships with others

Question 39

distress

Answer 39

disease-related stress

Question 40

eustress

Answer 40

positive stress

Question 41

11 aspects that lead to stress

Answer 41

• amount of travel
• growth potential
• deadlines
• working in the public eye
• competitiveness
• physical demands
• environmental conditions
• hazards encountered
• risk to one’s own life
• risk to the life of another person
• meeting the public