What is the process of receiving information and making sense of the world around us, including how to categorize this information and how to interpret it?
Perception
100
When improving perceptions, meaningful interaction involves more than close or frequent interaction.
True or False?
True
100
Physiological, behavioral, and psychological episodes experienced toward an object, person, or event that create a state of readiness are known as:
A - Emotions
B - Attitudes
C - Cognition
D - Behaviors
A - Emotions
100
What is Job Satisfaction?
A person's evaluation of his or her job and work context.
100
_____is a physiological and psychological condition that prepares us to adapt to hostile or noxious environmental condition.
Stress
200
_______ is the process of assigning traits to people based on their membership in a social category.
Stereotyping
200
Tactit knowledge and skills are mainly acquired through observation and practice.
True or False
True
200
Attitudes are different from emotions because attitudes involve conscious logical reasoning, whereas emotions operate as events, usually without our awareness.
True or False?
True
200
Building organizational loyalty can be done by all the following EXCEPT:
A - Employee involvement
B - Shared values
C - Politics
D - Organizational comprehension
C - Politics
200
Which is not a stage of the General Adaptation Syndrome:
A - Alarm Reaction
B - Resistance
C - Exhaustion
D - Resilience
D - Resilience
300
What process involves deciding whether an observed behavior or event is caused by internal or external factors? Attribution theory or False Consensus effect?
Attribution Theory
300
Which contingency reinforcement enables employees to be more likely to repeat behaviors that improved their work?
A - Positive Reinforcement
B - Negative Reinforcement
C - Punishment Reinforcement
D - Extinction
B - Negative Reinforcement
300
_________________ is the effort, planning, and control needed to express organizationally desired emotions during interpersonal transactions.
Emotional labor
300
What are the two main reasons why job satisfaction should predict customer satisfaction?
1 - Job satisfaction leads to positive moods in employees. Which leads to more display of friendliness and positive emotions which results in a positive experience for the customer.
2 - Satisfied employees are less likely to quit their jobs, so they have better knowledge and skills to serve customers.
300
Which is not one of the five ways to minimize stress from the work place?
A - Remove the stressor
B - Change environmental conditions
C - Withdraw from stressor
D - Change stress perceptions
E - Control stress consequences
F - Receive social support
B - Change Environmental conditions
400
Which of the following is NOT true about the Self-Fulfilling Prophecy:
A - Sometimes our perceptions can influence reality.
B - First impressions are always correct, regardless of the situation.
C - Expectations can influence an employees perception
B - First impressions are always correct, regardless of the situation.
400
Which way to improve perception has a limited affect?
A - Awareness of perceptual bias
B - Improving self-awareness
C - Meaningful interaction
A - Awareness of perceptual bias
400
All of the following are basic dimensions of emotional intelligence EXCEPT:
A - Self awareness
B - Self management
C - Social awareness
D - Relationship management
E - Behavior Awareness
E - Behavior Awareness
400
What are the four ways that employees respond to dissatisfaction according to the EVLN model?
Exit - Voice - Loyalty - Neglect
400
_____is repeated hostile or unwanted conduct, verbal comments, actions, and gestures that undermine an employees’ dignity or psychological or physical integrity.
Psychological harassment
500
Which of the following is NOT a perceptual error:
A - Halo Effect
B - Categorical Thinking
C - Primacy Effect
D - False Consensus Effect
Categorical Thinking
500
The Johari Window is a model of self-awareness and mutual understanding that divides information about you into four windows- open, blind, hidden, and unknown. What does the hidden area represent?
Information known to you but unknown to others.
500
Emotional labor also creates conflict between required and true emotions, which is called ____________________The larger the gap between the required and true emotions, the more employees tend to experience stress
Emotional dissonance
500
What is the difference between affective commitment and continuance commitment?
Affective commitment - The employee's emotional attachment to, identification with, and involvement in a particular organization.
Continuance commitment - calculative attachment.
500
The three causes of stress is “Harassment and Incivility, Low Task Control, and ____