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Work and organizational psychology > Chapter 4 > Flashcards

Chapter 4 Flashcards

1
Q

What are emotions and what are their key characteristics?

A

Emotions are physiological, behavioral, and psychological episodes that

Are experienced toward an object, person, or event

Create a state of readiness
Are typically short in duration
Are directed toward something specific

Represent changes in physiological, psychological state and behavior
Often occur unconsciously

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2
Q

How do emotions differ from moods?

A

Moods are long-term emotional states that aren’t directed toward anything specific, while emotions are short-term and directed toward specific targets.

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3
Q

What are the two common features of all emotions?

A
  1. An associated valence (core affect) that signals approach or avoidance
  2. the level of activation

Example: Fear has a negative valence (avoidance) with high activation, while contentment has a positive valence (approach) with low activation.

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4
Q

How do emotions differ from attitudes?

A

Emotions are brief experiences, while attitudes are judgments that remain stable over time

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5
Q

attitudes

A

the cluster of beliefs, assessed
feelings, and behavioral
intentions toward a person,
object, or event (called an
attitude object)

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6
Q

What are the three components of attitudes?

A
  1. Beliefs (established perceptions about the attitude object)
  2. Feelings (conscious positive/negative evaluations)
  3. Behavioral intentions (motivation to engage in particular behaviors)
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7
Q

What is cognitive dissonance?

A

An emotional experience caused by a perception that our beliefs, feelings, and behavior are incongruent with one another.

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8
Q

What is emotional labor?

A

The effort, planning, and control needed to express organizationally desired emotions during interpersonal transactions.

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9
Q

What are display rules?

A

Norms or explicit rules requiring employees to display specific emotions and hide others within their role.

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10
Q

What is emotional dissonance and what are its two main coping strategies?

A

Emotional dissonance is the psychological tension experienced when required emotions differ from actual emotions. The two coping strategies are:

Surface acting: pretending to feel the expected emotion

Deep acting: visualizing reality differently to produce consistent emotions

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11
Q

What is emotional intelligence (EI) and what are its four main abilities?

A

EI is the ability to perceive, express, understand, and manage emotions.

The four abilities are:

  1. Awareness of own emotions
  2. Management of own emotions
  3. Awareness of others’ emotions (empathy)
  4. Management of others’ emotions
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12
Q

What is job satisfaction?

A

A person’s evaluation of their job and work context, including job characteristics, work environment, and emotional experiences at work.

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13
Q

What are the four responses to job dissatisfaction according to the EVLN model?

A
  1. Exit: leaving the organization
  2. Voice: attempting to change the situation
  3. Loyalty: waiting patiently for resolution
  4. Neglect: reducing work effort and quality
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14
Q

What are the two types of organizational commitment and how do they differ?

A
  1. Affective commitment: emotional attachment and identification with organization
  2. Continuance commitment: calculative attachment based on lack of alternatives or financial considerations
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15
Q

What are the three stages of the General Adaptation Syndrome?

A
  1. Alarm reaction: activation of stress response
  2. Resistance: mechanisms to overcome stress
  3. Exhaustion: occurs when resistance capacity is depleted
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16
Q

What is the order of job burnout symptoms?

A
  1. Emotional exhaustion
  2. Cynicism or depersonalization
  3. Reduced feelings of personal accomplishment
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17
Q

What are the main strategies for managing work-related stress?

A
  1. Remove the stressor
  2. Withdraw from the stressor
  3. Change stress perceptions
  4. Control stress consequences
  5. Receive social support
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18
Q

display rules

A

norms or explicit rules requiring us within our role to display specific emotions and to hide other emotions

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19
Q

What is the lowest foundation of emotional intelligence

A

awareness of your own emotions

20
Q

what is the highest foundation of emotional intelligence?

A

Managing other peoples emotions

21
Q

What is the relationship between beliefs and feelings in attitudes?

A

Beliefs are established perceptions about what you believe to be true

Each belief has a valence (positive/negative)
Beliefs typically affect feelings
Sometimes feelings can cause changes in beliefs about the target
Example: A belief that a coworker is competent (positive valence) leads to positive feelings, but negative feelings from a bad interaction might change that belief.

22
Q

What are attitude-behavior contingencies?

A

Two key contingencies:

People with same beliefs might form different feelings due to different valences
People with same feelings might develop different behavioral intentions due to:

Unique experiences
Personal values
Self-concept
Individual differences

23
Q

What is cognitive dissonance and how does it manifest in the workplace?

A

An emotional experience caused by perception that beliefs, feelings, and behavior are incongruent.
Example:

Believing in environmental sustainability but having to use excessive paper at work

Valuing honesty but having to withhold information from customers

Believing in work-life balance but regularly working overtime

24
Q

What is emotional labor and what jobs typically require it?

A

The effort, planning, and control needed to express organizationally desired emotions during interpersonal transactions.

Common in:

Customer service roles
Healthcare professions
Teaching
Management positions
Sales roles

25
Deep acting
- Visualizing reality differently to produce consistent emotions - More effective long-term strategy Requires more initial effort but less psychological damage
26
Awareness of own emotions (foundation)
Recognizing personal emotional states Understanding emotional triggers
27
Management of own emotions
Controlling emotional responses Channeling emotions productively
28
Awareness of others' emotions (empathy)
Reading others' emotional cues Understanding others' perspectives
29
Management of others' emotions (highest level)
Influencing others' emotional states De-escalating conflicts
30
How does job satisfaction relate to customer satisfaction?
Direct effects: Satisfied employees create positive customer interactions Better service quality Increased customer loyalty Indirect effects: Lower turnover leads to experienced employees Positive mood influences customer mood Better institutional knowledge
31
service profit chain model
a theory explaining how employee’s job satisfaction influences company profitability indirectly through service quality, customer loyalty, and related factors
32
affective organizational commitment
an individual’s emotional attachment to, involvement in, and identification with an organization
33
continuance commitment
an individual’s calculative attachment to an organization
34
What are the complete types of organizational commitment and their implications?
1. Affective commitment (emotional attachment): Advantages: - Higher motivation - Better job performance - Competitive advantage - Disadvantages: - High conformity - Over-defensive of organization 2. Continuance commitment (calculative attachment): Based on: - Lack of alternatives - Financial sacrifice of leaving - Results in: - Lower performance - Minimal extra effort - Staying only out of necessity
35
What are the key factors in building organizational commitment?
Five main factors: 1. Justice and support: Fair treatment Organizational support 2. Shared values: Alignment between personal and organizational values Clear organizational mission 3. Trust: Leadership transparency Consistent actions 4. Organizational comprehension: Understanding of goals Clear role expectations 5. Employee involvement: Participation in decisions Voice in processes
36
norm of reciprocity
a felt obligation and social expectation of helping or otherwise giving something of value to someone who has already helped or given something of value to you
37
What is the difference between distress and eustress?
Distress: Negative stress causing physiological, psychological, and behavioral deviation from wellbeing Eustress: Positive stress that: Activates and motivates Helps achieve goals Aids in meeting challenges Is necessary for growth
38
What are the main workplace stressors?
1. Organizational constraints: Lack of equipment Limited supplies Insufficient budget Poor coworker support Information gaps 2. Interpersonal conflict: Departmental goal conflicts Resource distribution issues Ambiguous rules Psychological harassment 3. Work overload: Excessive workload Time pressure Work-life balance issues 4. Low task control: Limited autonomy Rigid schedules Restricted work methods
39
What are the complete strategies for managing work-related stress?
Five main approaches: Remove the stressor: Job matching Noise reduction Harassment prevention Work-life balance programs: 1. Flexible work time Job sharing Telecommuting Personal leave Child care support 2. Withdraw from the stressor: Permanent: Job transfer Temporary: Vacations, breaks, nap rooms 3. Change stress perceptions: Positive self-evaluation Optimistic outlook 4. Control stress consequences: Regular exercise Healthy lifestyle Stress management techniques 5. Receive social support: Coworker support Supervisor guidance Family/friend support Professional counseling
40
stress
an adaptive response to a situation that is perceived as challenging or threatening to the person’s well-being
41
general adaptation syndrome
a model of the stress experience, consisting of three stages: alarm reaction, resistance, and exhaustion
42
stressors
Any environmental conditions that place a physical or emotional demand on the person
43
work–life integration
the degree that people are effectively engaged in their various work and nonwork roles and have a low degree of role conflict across those life domains
44
Low task control
When employees lack control over and how and when they perform their tasks as well as lack control over the place of work activity
45

Work and organizational psychology (7 decks)

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