Week 3 Workplace Emotions, Attitudes and Stress. Flashcards Preview

Organisational behaviour > Week 3 Workplace Emotions, Attitudes and Stress. > Flashcards

Flashcards in Week 3 Workplace Emotions, Attitudes and Stress. Deck (78):
1

Emotions Defined:

Psychological, behavioural and physiological episodes experienced toward an object, person or event that create a state of readiness

2

Emotions are experiences. They represent changes in our _____ state, _____ state and _____.

physiological, psychological, behaviour

3

Emotions put us in a state of _____

readiness

4

_____ represent the cluster of _____, assessed feelings and behavioural _____ towards a person, object or event (called an attitude object):

Attitudes, beliefs, intentions

5

These are established perceptions about the attitude object

Beliefs

6

Feelings represent _____ or _____ evaluations of the attitude object

positive, negative

7

_____ _____ represent motivation to engage in a particular behaviour regarding the attitude object

Behavioural intentions

8

A state of anxiety that occurs when an individual’s beliefs, feelings and behaviours are inconsistent with one another

Cognitive Dissonance

9

Cognitive Dissonance is most common when behaviour is

Known to others
Done voluntarily
Cannot be undone

10

Conscious reasoning is known as

Cognition

11

Perceptions, attitudes, decisions and behaviour are influenced by _____ and _____.

Cognition and emotion

12

_____ processes occur before _____

Emotional, cognitive

13

Attitudes are _____ whereby emotions are _____

judgements, experiences

14

_____ are your established _____ about the ____ object

Beliefs, perceptions, attitude

15

_____ represent your ____ or ____ evaluations opt the attitude object

Feelings, positive or negative

16

_____ intentions represent your _____ to engage in a particular behaviour regarding the _____ object

Behavioural, motivation, attitude

17

The emotions–attitudes–behaviour model illustrates that attitudes are shaped by _____ emotional experiences Thus, successful companies actively create more ______ than _____ emotional episodes

ongoing, positive, negative

18

Emotions are also partly determined by a person’s _____, not just workplace experiences

personality

19

Some people, especially _____, experience _____ emotions as a _____ trait

extroverts, positive, natural

20

Positive and negative emotional _____ affect a person’s _____, turnover and long-term work _____.

traits, attendance, attitudes

21

Display rules are norms that require us to display

specific emotions and to hide others

22

The larger the gap between _____ and ____ emotion, the more the employees tends to experience _____, job burnout and _____ separation form self

required, true, stress, psychological

23

What is the name of conflict between required and true emotions

Emotional Dissonance

24

Emotional dissonance can be minimised through _____ acting rather than _____.

Deep, surface

25

Deep acting

Changing true emotions to match to match that of required emotion

26

Surface acting

When a person tries to modify their behaviour to be constant with required emotions but they continue to hold different internal feelings.

27

A set of abilities to perceive and express emotion, assimilate emotion in thought, understand and reason with emotion, and regulate emotion in oneself and others

Emotional intelligence.

28

Name the 4 dimensions of Emotional Intelligence

Awareness of own emotions
Management of one's own emotions
Awareness of other's emotions
Management of other's emotions

29

The following points are key to ______ _______ _____
EI is associated with some personality traits, as well as with parental EI
EI now becomes a selection criteria
Can be learned, especially through coaching
EI increases with age and maturity

Improving Emotional Intelligence

30

A person's evaluation of his or her job and work context
A collection of attitudes about specific facets of the job is known as

Job satisfaction

31

EVLN =

Exit
Voice
Loyalty
Neglect

32

Exit characteristics

• Leaving the situation
• Quitting, transferring

33

• Changing the situation
• Problem solving, complaining
are characteristics of

Voice

34

Loyalty means to

patiently wait for the situation to improve

35

Neglect chracterisitcs

• Reducing work effort/quality
• Increasing absenteeism

36

Job satisfaction increases customer satisfaction and profitability because job satisfaction affects

mood, leading to positive behaviours toward customers

37

Job satisfaction reduces _____ turnover, resulting in more _____ and familiar service

employee, consistent

38

a theory explaining how employees’ job satisfaction influences company profitability indirectly through service quality, customer loyalty and related factors

Service profit chain model

39

Affective organisational loyalty is the employee's ______ attachment to, ______ with and ______ in a particular organisation.

emotional, identification, involvement

40

Continuance commitment

A calculative bond with the organisation.

41

Job satisfaction is also an _____ issue that influences the organisation’s _____ in the community

ethical, reputation

42

Organisational (affective) commitment can affect _____, _____, _____citizenship and job performance as well as customer satisfaction. However, can lead to conformity and less creativity

retention, motivation, organisational

43

Continuance commitment can be _____ and lead to _____ performance and _____ organisational citizenship behaviours

dysfunctional, lower, less

44

Building (Affective) Commitment comprises of 5 strategies

Justice/ support
Shared values
Trust
Organisational Comprehension
Employee Involvement

45

Justice/ support is supportive of employee wellbeing as it applies humanitarian values such as


fairness, courtesy, forgiveness and moral integrity

46

Where employees believe their values are congruent with the organisation's dominant values

Shared values

47

This refers to the positive expectations that one has towards another person or group in situations involving risk

Trust

48

Organisational Comprehension refers to how well employees understand the organisation including

knowledge of the firm’s past/present/future and also utilising fast and rapid communication

49

• Employees feel part of company
• Involvement demonstrates trust

Employee Involvement

50

Stress is an adaptive response to a situation that is perceived as

challenging or threatening to the person’s wellbeing

51

A physiological and psychological condition that prepares us to adapt to hostile or noxious environmental conditions

Stress

52

Eustress versus distress

Physiologically
Behaviourally
Psychologically

53

Cardiovascular disease, hypertension, headaches are

Physiological consequences of distress

54

Work performance, accidents, absenteeism, aggression, poor decisions are all _____ consequences of

Behavioural, distress

55

Psychological consequences of distress include

Dissatisfaction, moodiness, depression, emotional fatigue, burnout

56

_____ are the causes of stress any _____ condition that places a ____ or _____ demand on the person

Stressors, environmental, physical, emotional

57

Some common workplace stressors include:

Harassment and incivility
Work overload
Low task control

58

Repeated and hostile or unwanted conduct, verbal comments, actions or gestures that affect an employee’s dignity or psychological or physical integrity and that result in a harmful work environment for the employee

Psychological Harassment

59

A hostile work environment is

An intimidating, hostile or offensive working environment

60

Sexual Harassment is

repeated and hostile or unwelcome conduct, verbal comments, actions or gestures that can have a detrimental effect on work environment or job performance

61

Working more hours, more intensely than one can cope with and can be affected by globalisation, consumerism, ideal worker norm

Work overload stressors

62

Task control stressor

Due to lack of control over how and when tasks are performed
Stress increases with responsibility

63

Traits of Workaholism

Highly involved in work
Inner pressure to work
Low enjoyment of work

64

Managing Work-Related Stress

* Remove the stressor
Minimise or remove stressors
*Withdraw from the stressor
Vacation, rest breaks
*Change stress perceptions
Positive self-concept, humour
*Control stress consequences
Healthy lifestyle, fitness, wellness
*Receive social support

65

_____ and _____ influence attitudes and behaviour

Emotion, cognition,

66

Emotional _____ and emotional _____ have an important role in the workplace

labour, intelligence

67

Managers need to strategically so as to

increase job satisfaction and organisational commitment

68

_____ can be harmful to the employee and the organisation and needs to be managed by both

Stress

69

The process of emotional exhaustion, cynicism, and reduced personal accomplishment that results from prolonged exposure to stressors

Job burnout

70

Stressors

Any environmental conditions that place physical or psychological demand on a person

71

A model of the stress experience, consisting of three stages

Alarm reaction
Resistance
Exhaustion

72

The process of emotional exhaustion, cynicism and reduced personal accomplishment that results from prolonged exposure to stressors

Job burnout

73

Emotional exhaustion is characterised by

Lack of energy
Tiredness
The feeling that one's emotional resources are depleted.

74

Cynicism (or depersonalisation) is characterised by

An indifferent attitude towards work
Emotional detachment form clients
A cynical view of the organisation and a tendency to follow rules and regulations strictly rather than adapt to the needs of others

75

Reduced personal accomplishment entails

Feelings of diminished confidence in one's ability to perform their job well

76

Work overload

Working more hours, and more intensely during those hours, than one can reasonably manage

77

Low task control increases the risk of burnout as

facing high workloads without the ability to pace the load to their own energy, attention span and other resources

78

Individual differences in stress

Exercise and healthy lifestyle
Coping strategies
Personality