BUSI 240 quiz 2 solutions complete answers

BUSI 240 quiz 2 solutions complete answers 

 

Which of the following determine the course of action one chooses based on intentions?

 

Which of the following differences is most similar to the difference between emotions and attitudes?

 

Which of the following is likely to occur when organizations give financial incentives to prevent dissatisfied employees from quitting?

 

One problem with diversity awareness training is that teaching people to reject incorrect stereotypes can have the unintended effect of reinforcing rather than reducing reliance on those stereotypes.

 

Generally, the brands placed on the eye-level shelves of supermarkets receive greater attention than those on the lower shelves. This is an example of

 

________ affects the perceptual process because employees are more likely to remember information that is consistent with their self-concept and nonconsciously screen out information (particularly negative information) that seems inconsistent with it.

 

A global mindset includes the capacity to empathize and act effectively across cultures.

 

Each of the four Johari windows is based on

 

Anton is a doctor who is quick to mention that he is a doctor when he first meets other people. He also tends to perceive himself and other physicians in a more favorable way than nurses and non-medical staff. Which concept best explains Anton’s perceptual process?

 

________ is often called the "father" of stress research.

 

________ help(s) us store information in memory.

 

Scenario A 

Joanie is an engineer at an architectural firm. She is very proud of this fact and often defines herself in terms of her work to family and friends. She is very skilled at her job and confident in that fact, but often has trouble adapting to changing job duties and environmental conditions. 

Although Joanie occasionally has trouble adapting to new conditions and job tasks, she exhibits ________ by believing that she can do almost anything and always maintaining a "can do" attitude.

 

________ entails assigning traits to people based on their membership in an identifiable social category.

 

Philosopher John Dewey recognized that people ________, meaning they are inherently motivated to perceive themselves (and be perceived by others) as competent, attractive, lucky, ethical, and important.

 

Which of the following determine whether intentions translate into behavior?

 

According to the Johari Window, the ________ area is reduced through disclosure.

 

Which of the following terms refers to established perceptions about the attitude object?

 

Michael, the owner of an electronics store, has the highest level of emotional intelligence. Which of the following abilities does Michael possess?

 

Colleen, an American employee, was just named the new team leader for a transnational team. In the first video conference, she had a difficult time staying on task with all of the employees on the call. In Spain, Ricardo would talk over the other and was so loud, he was hard to ignore. Chen appeared calm, but would not share his opinion. Then there was Katerina, who rolled her eyes and was the first to hang up. 

As a(n) ________, Katerina might tend to more honestly reveal her thoughts and feelings, be dramatic in her conversational tones, and be animated in her use of nonverbal behaviors.

 

Which of the following is the most common workplace stressor?

 

One of the high activation negative emotions, according to the Cicumplex Model of Emotions, is

 

________ is the tendency to attribute the behavior of other people to internal factors more than external factors.

 

Identify the term that represents the motivation to engage in a particular behavior regarding the attitude object.

 

Employee involvement increases ________ by strengthening the employee's psychological ownership and social identity with the organization.

 

Which of the following is an example of a psychological state of emotion?

 

By viewing someone (including yourself) as a New Yorker, for example, you remove that person's individuality and, instead, see him or her as a prototypical representative of the group called New Yorkers. This process then allows you to distinguish New Yorkers from people who live in, say, Texas or North Carolina. This is an example of

 

________ occurs when a general negative impression of a person based on one prominent characteristic is made, and that impression affects the perception of other characteristics in that same person.

 

You are more likely to make a(n) ________ about someone's poor performance if you have also observed the person performing a task poorly in the past and have observed other employees performing the task well.

 

You have a history of low achievement. You are more likely to be influenced by the ________ effect than high achievement oriented people.

 

Joe, a production worker in a doll manufacturing plant, recently changed positions on the manufacturing line from painting the eyes to attaching arms to each doll. In the past, his work was always impeccable with a very low rate of mistakes, but since the switch, the quality team has found numerous dolls with arms that were haphazardly attached. A majority of the flawed-arm dolls are from Joe's assembly line.

It could probably be said that because of his history with excellent quality, in this situation, Joe would be considered to have

 

 

· Question 1
2 out of 2 points

 
 
 
 
________ is the process of filtering information received by our senses.
 
 
 
 
 
 
·         Question 2
2 out of 2 points

 
 
 
In the Johari Window, the hidden area gets smaller when we
 
 
 
 
 
 
 
·         Question 3
2 out of 2 points

 
 
 
Scenario C

Elaine got a job transfer from Italy to New York. Soon, she started to understand the mental models held by colleagues from other cultures, as well as their emotional experiences in a given situation. Further, she started to effectively use words and behaviors that were compatible with the local culture of New York.


 
Which of the following features of a global mindset occurred in Elaine's life?
 
 
 
 
 
 
 
·         Question 4
2 out of 2 points

 
 
 
If John takes credit for work done on time, but blames his coworkers for his delays, his perception of the situation may be due to:
 
 
 
 
 
 
 
·         Question 5
2 out of 2 points

 
 
 
______ is the extent to which people like, respect, and are satisfied with themselves.
 
 
 
 
 
 
 
·         Question 6
2 out of 2 points

 
 
 
Scenario C

Elaine got a job transfer from Italy to New York. Soon, she started to understand the mental models held by colleagues from other cultures, as well as their emotional experiences in a given situation. Further, she started to effectively use words and behaviors that were compatible with the local culture of New York.


 
Before leaving Italy, Elaine believed that all New Yorkers were rude, loud, and apathetic to strangers. Her views changed after several months of close contact with her new coworkers. This change is a result of
 
 
 
 
 
 
 
·         Question 7
2 out of 2 points

 
 
 
Which of the following is an example of a mental model?
 
 
 
 
 
 
 
·         Question 8
2 out of 2 points

 
 
 
_____ is often subtle, but it can escalate into a “good guy–bad guy” contrast when groups engage in overt conflict with each other.
 
 
 
 
 
 
 
·         Question 9
2 out of 2 points

 
 
 
The _____ would cause a supervisor to believe that an employee's lateness is due to a lack of motivation to attend work rather than factors beyond the employee's control.
 
 
 
 
 
 
 
·         Question 10
2 out of 2 points

 
 
 
There is evidence that people from Asian countries are less likely to engage in _____ because those cultures emphasize the context of behavior more than do Western cultures.
 
 
 
 
 
 
 
·         Question 11
2 out of 2 points

 
 
 
In the Johari Window, feedback from others helps us to
 
 
 
 
 
 
 
·         Question 12
 

 
 
 
Which of the following most likely occurs as a result of confirmation bias?
 
 
 
 
 
 
 
·         Question 13
 

 
 
 
Michael, the owner of an electronics store, has the highest level of emotional intelligence. Which of the following abilities does Michael possess?
 
 
 
 
 
 
 
·         Question 14
2 out of 2 points

 
 
 
______ is the adaptive response to a situation that is perceived as challenging or threatening to the person's well-being.
 
 
 
 
 
 
 
·         Question 15
2 out of 2 points

 
 
 
Emotional dissonance occurs when
 
 
 
 
 
 
 
·         Question 16
2 out of 2 points

 
 
 
Which of the following statements about stress is true?
 
 
 
 
 
 
 
·         Question 17
2 out of 2 points

 
 
 
Which of the following statements about job satisfaction is true?
 
 
 
 
 
 
 
·         Question 18
 

 
 
 
Scenario A

After working weeks on a difficult proposal for a client, Jack learns that the client has accepted the proposal and will award the contract to Jack's firm. When Jack hears this from his boss, he yelps, "Yahoo!" and automatically thrusts his fisted hand in the air.


 
Jack's action is an example of
 
 
 
 
 
 
 
·         Question 19
2 out of 2 points

 
 
 
Which of these stress management activities provides information to help employees improve their perceived ability to cope with the stressor and possibly remove the stressor?

rev: 04_30_2018_QC_CDR-154
 
 
 
 
 
 
 
·         Question 20
2 out of 2 points

 
 
 
One way companies can increase the emotional intelligence of their employees is by
 
 
 
 
 
 
 
·         Question 21
2 out of 2 points

 
 
 
Job satisfaction has become an ethical issue since
 
 
 
 
 
 
 
·         Question 22
2 out of 2 points

 
 
 
Scenario A

After working weeks on a difficult proposal for a client, Jack learns that the client has accepted the proposal and will award the contract to Jack's firm. When Jack hears this from his boss, he yelps, "Yahoo!" and automatically thrusts his fisted hand in the air.


 
The acceptance of Jack's proposal would be considered his
 
 
 
 
 
 
 
·         Question 23
2 out of 2 points

 
 
 
Employees' identification with a particular organization tends to increase
 
 
 
 
 
 
 
·         Question 24
2 out of 2 points

 
 
 
________ involves modifying behavior to be consistent with required emotions but continuing to hold different internal feelings.
 
 
 
 
 
 
 
·         Question 25
2 out of 2 points

 
 
 
Research suggests that people with high levels of emotional intelligence are better at all of the following except
 
 
 
 
 
 
 
 

· Question 1

2 out of 2 points

 
 
 
Generally, the brands placed on the upper shelves of supermarkets receive greater attention than those on the lower shelves. This is an example of
 
 
 
 
 
 
 
·         Question 2

2 out of 2 points

 
 
 
George believes that women have difficulty coping with the stress of executive decisions. Sally is promoted into a senior management position, and George soon complains that Sally won't be able to cope with this job. George is exhibiting which of the following perceptual errors?
 
 
 
 
 
 
 
·         Question 3

2 out of 2 points

 
 
 
The philosophy of positive organizational behavior states that
 
 
 
 
 
 
 
·         Question 4

2 out of 2 points

 
 
 
In the Johari Window, feedback from others helps us to
 
 
 
 
 
 
 
·         Question 5

2 out of 2 points

 
 
 
The combination of social identity and self-enhancement leads to the process of
 
 
 
 
 
 
 
·         Question 6

2 out of 2 points

 
 
 
________ is the process of filtering information received by our senses.
 
 
 
 
 
 
 
·         Question 7

2 out of 2 points

 
 
 
Scenario A 

Joanie is an engineer at an architectural firm. She is very proud of this fact and often defines herself in terms of her work to family and friends. She is very skilled at her job and confident in that fact, but often has trouble adapting to changing job duties and environmental conditions.

Most likely, Joanie has
 
 
 
 
 
 
 
·         Question 8

2 out of 2 points

 
 
 
Mental models cause us to
 
 
 
 
 
 
 
·         Question 9

2 out of 2 points

 
 
 
When you have developed an awareness of and openness to others, you have developed a
 
 
 
 
 
 
 
·         Question 10

2 out of 2 points

 
 
 
André is a doctor who is quick to mention that he is a doctor when he first meets other people. He also tends to perceive himself and other physicians in a more favorable way than nurses and non-medical staff. Which concept best explains André's perceptual process?
 
 
 
 
 
 
 
·         Question 11

2 out of 2 points

 
 
 
The objective of the Johari Window is to
 
 
 
 
 
 
 
·         Question 12

 

 
 
 
An example of the second step in the self-fulfilling prophecy cycle is
 
 
 
 
 
 
 
·         Question 13

2 out of 2 points

 
 
 
Managing others' emotions is
 
 
 
 
 
 
 
·         Question 15

2 out of 2 points

 
 
 
Emotional labor is higher in jobs requiring
 
 
 
 
 
 
 
·         Question 16

 

 
 
 
Job satisfaction has become an ethical issue since
 
 
 
 
 
 
 
·         Question 17

2 out of 2 points

 
 
 
Employees' identification with a particular organization tends to increase
 
 
 
 
 
 
 
·         Question 18

2 out of 2 points

 
 
 
Which of the following terms best represents the positive or negative evaluations of the attitude object?
 
 
 
 
 
 
 
·         Question 19

2 out of 2 points

 
 
 
The competency most strongly associated with social awareness is
 
 
 
 
 
 
 
·         Question 20

2 out of 2 points

 
 
 
To ward off stress, a film director likes to have a good laugh. When under pressure, the director will crack jokes and ensure everyone has a good laugh during the hard work. These actions mainly reduce stress by
 
 
 
 
 
 
 
·         Question 21

2 out of 2 points

 
 
 
Emotional dissonance is
 
 
 
 
 
 
 
·         Question 23

2 out of 2 points

 
 
 
Scenario A

After working weeks on a difficult proposal for a client, Jack learns that the client has accepted the proposal and will award the contract to Jack's firm. When Jack hears this from his boss, he yelps, "Yahoo!" and automatically thrusts his fisted hand in the air.

The acceptance of Jack's proposal would be considered his
 
 
 
 
 
 
 
·         Question 24

2 out of 2 points

 
 
 
Employees who stay with an organization mainly because they believe it will cost them financially to leave will have
 
 
 
 
 
 
 
 

· Question 1

2 out of 2 points

 
 
 
The philosophy of positive organizational behavior states that
 
 
 
 
 
 
 
·         Question 2

2 out of 2 points

 
 
 
Homogenization and differentiation are two activities in the process of forming and maintaining our
 
 
 
 
 
 
 
·         Question 3

2 out of 2 points

 
 
 
When people ________, they are motivated to confirm and maintain their existing self-concept.
 
 
 
 
 
 
 
·         Question 4

2 out of 2 points

 
 
 
________ refers to understanding and being sensitive to the feelings, thoughts, and situations of others.
 
 
 
 
 
 
 
·         Question 5

2 out of 2 points

 
 
 
The combination of social identity and self-enhancement leads to the process of
 
 
 
 
 
 
 
·         Question 6

2 out of 2 points

 
 
 
Scenario A 

Joanie is an engineer at an architectural firm. She is very proud of this fact and often defines herself in terms of her work to family and friends. She is very skilled at her job and confident in that fact, but often has trouble adapting to changing job duties and environmental conditions.

An example of ________ would be when Joanie always attributes her successes to her high level of personal motivation; however, when she makes a mistake, she tends to blame the situation.
 
 
 
 
 
 
 
·         Question 7

2 out of 2 points

 
 
 
When you have developed an awareness of and openness to others, you have developed a
 
 
 
 
 
 
 
·         Question 8

2 out of 2 points

 
 
 
Some investors in the stock market become overconfident and ignore evidence that their strategies are more likely to lose money. This can be attributed to
 
 
 
 
 
 
 
·         Question 9

2 out of 2 points

 
 
 
The ________ process involves deciding whether an observed behavior or event is caused mainly by the person or by the environment.
 
 
 
 
 
 
 
·         Question 10

2 out of 2 points

 
 
 
________ is the process of filtering information received by our senses.
 
 
 
 
 
 
 
·         Question 11

2 out of 2 points

 
 
 
________ is often subtle, but it can escalate into a "good guy–bad guy" contrast when groups engage in overt conflict with each other.
 
 
 
 
 
 
 
·         Question 12

2 out of 2 points

 
 
 
Unintentional discrimination occurs when decision makers rely on ________ to establish notions of the "ideal" person.
 
 
 
 
 
 
 
·         Question 13

2 out of 2 points

 
 
 
Which of the following reduces stress by allowing withdrawal from the stressor?
 
 
 
 
 
 
 
·         Question 14

2 out of 2 points

 
 
 
Emotional intelligence is best described as
 
 
 
 
 
 
 
·         Question 15

2 out of 2 points

 
 
 
________ involves modifying behavior to be consistent with required emotions but continuing to hold different internal feelings.
 
 
 
 
 
 
 
·         Question 16

2 out of 2 points

 
 
 
The highest level of emotional intelligence is
 
 
 
 
 
 
 
·         Question 17

2 out of 2 points

 
 
 
Scenario A

After working weeks on a difficult proposal for a client, Jack learns that the client has accepted the proposal and will award the contract to Jack's firm. When Jack hears this from his boss, he yelps, "Yahoo!" and automatically thrusts his fisted hand in the air.

The acceptance of Jack's proposal would be considered his
 
 
 
 
 
 
 
·         Question 18

2 out of 2 points

 
 
 
Which of the following is not part of a stage in general adaptation syndrome?
 
 
 
 
 
 
 
·         Question 19

2 out of 2 points

 
 
 
Which of the following terms best represents the positive or negative evaluations of the attitude object?
 
 
 
 
 
 
 
·         Question 20

2 out of 2 points

 
 
 
Managing others' emotions is
 
 
 
 
 
 
 
·         Question 21

2 out of 2 points

 
 
 
Scenario B

Jiana is a flight attendant for a large airline. She exclusively works a long flight from Japan to New York and is expected to constantly maintain a positive attitude no matter what situation arises. Over the years, Jiana has noticed that when dealing with Americans, emotions tend to run higher, and she often feels frustrated, as opposed to Japanese flyers who tend to be more reserved in stressful or unhappy situations. Jiana has spoken with her supervisor about the stress caused when working with the American emotionality and hopes some suggestions for resolution will be made.

If Jiana wants to reduce the amount of psychological damage caused by the emotional dissonance her job creates, she should
 
 
 
 
 
 
 
·         Question 22

2 out of 2 points

 
 
 
Deep acting involves
 
 
 
 
 
 
 
·         Question 23

2 out of 2 points

 
 
 
Why do our heart rate and blood pressure increase when we are worried?
 
 
 
 
 
 
 
·         Question 24

2 out of 2 points

 
 
 
Which of the following occurs when organizations give financial incentives to prevent dissatisfied employees from quitting?
 
 
 
 
 
 
 
·         Question 25

2 out of 2 points

 
 
 
The concept of affective organizational commitment includes
 
 
 
 
 
 
 
 

 

 

·         Question 1

2 out of 2 points

 
 
 
In organizational settings, empathy
 
 
 
 
 
 
 
·         Question 2

2 out of 2 points

 
 
 
________ refers to understanding and being sensitive to the feelings, thoughts, and situations of others.
 
 
 
 
 
 
 
·         Question 3

2 out of 2 points

 
 
 
Unlike self-enhancement, ________ includes seeking feedback that is not necessarily flattering.
 
 
 
 
 
 
 
·         Question 4

2 out of 2 points

 
 
 
Consistency, consensus, and distinctiveness are the
 
 
 
 
 
 
 
·         Question 5

2 out of 2 points

 
 
 
________ exists when the individual's identities require similar personality traits, values, and other attributes.
 
 
 
 
 
 
 
·         Question 6

2 out of 2 points

 
 
 
Scenario A 

Joanie is an engineer at an architectural firm. She is very proud of this fact and often defines herself in terms of her work to family and friends. She is very skilled at her job and confident in that fact, but often has trouble adapting to changing job duties and environmental conditions.

Most likely, Joanie has
 
 
 
 
 
 
 
·         Question 7

2 out of 2 points

 
 
 
People who are unsure of their self-views are more
 
 
 
 
 
 
 
·         Question 8

2 out of 2 points

 
 
 
Unintentional discrimination occurs when decision makers rely on ________ to establish notions of the "ideal" person.
 
 
 
 
 
 
 
·         Question 9

2 out of 2 points

 
 
 
Scenario C

Elaine got a job transfer from Italy to New York. Soon, she started to understand the mental models held by colleagues from other cultures, as well as their emotional experiences in a given situation. Further, she started to effectively use words and behaviors that were compatible with the local culture of New York.

Which of the following features of a global mindset occurred in Elaine's life?
 
 
 
 
 
 
 
·         Question 10

2 out of 2 points

 
 
 
A manager believes in the philosophy of ________. His self-fulfilling prophecies are likely to improve organizational performance.
 
 
 
 
 
 
 
·         Question 11

2 out of 2 points

 
 
 
Mental models cause us to
 
 
 
 
 
 
 
·         Question 12

2 out of 2 points

 
 
 
If John takes credit for work done on time, but blames his coworkers for his delays, his attitude is reflective of the
 
 
 
 
 
 
 
·         Question 13

2 out of 2 points

 
 
 
Which of the following statements about stress is true?
 
 
 
 
 
 
 
·         Question 14

2 out of 2 points

 
 
 
Which of these countries is more likely to accept or tolerate people who display their true emotions at work?
 
 
 
 
 
 
 
·         Question 15

2 out of 2 points

 
 
 
________ involves modifying behavior to be consistent with required emotions but continuing to hold different internal feelings.
 
 
 
 
 
 
 
·         Question 16

2 out of 2 points

 
 
 
People with more positive emotions typically have higher ________ and are extroverted.
 
 
 
 
 
 
 
·         Question 17

2 out of 2 points

 
 
 
What effect does providing child care support and offering employees flexible work hours have on work-related stress?
 
 
 
 
 
 
 
·         Question 18

2 out of 2 points

 
 
 
People with more negative emotions tend to have higher ________ and are introverted.
 
 
 
 
 
 
 
·         Question 19

2 out of 2 points

 
 
 
Which of the following is an effect of emotions?
 
 
 
 
 
 
 
·         Question 20

2 out of 2 points

 
 
 
Which of the following statements about job satisfaction and job performance is true?
 
 
 
 
 
 
 
·         Question 21

2 out of 2 points

 
 
 
________ is the degree of physiological, psychological, and behavioral deviation from healthy functions.
 
 
 
 
 
 
 
·         Question 22

2 out of 2 points

 
 
 
One way companies can increase the emotional intelligence of their employees is by
 
 
 
 
 
 
 
·         Question 23

2 out of 2 points

 
 
 
Employees' identification with a particular organization tends to increase
 
 
 
 
 
 
 
·         Question 24

2 out of 2 points

 
 
 
Which of the following terms refers to the necessary stress that activates and motivates people to achieve goals and change their environments?
 
 
 
 
 
 
 
·         Question 25

2 out of 2 points

 
 
 
When people experience emotional exhaustion, cynicism, and reduced feelings of personal accomplishment, they are experiencing
 
 
 
 
 
 
 
 

 

·  Question 1 

2 out of 2 points

 
 
 
________ refers to understanding and being sensitive to the feelings, thoughts, and situations of others.
 
 
 
 
 
 
 
·  Question 2 

2 out of 2 points

 
 
 
In the Johari Window, disclosure of information to colleagues results in
 
 
 
 
 
 
 
·  Question 3 

2 out of 2 points

 
 
 
Unlike self-enhancement, ________ includes seeking feedback that is not necessarily flattering.
 
 
 
 
 
 
 
·  Question 4 

2 out of 2 points

 
 
 
Generally, the brands placed on the upper shelves of supermarkets receive greater attention than those on the lower shelves. This is an example of 
 
 
 
 
 
 
 
·  Question 5 

2 out of 2 points

 
 
 
The ________ would cause a supervisor to believe that an employee's lateness is due to a lack of motivation to attend work rather than factors beyond the employee's control.
 
 
 
 
 
 
 
·  Question 6 

2 out of 2 points

 
 
 
________ exists when the individual's identities require similar personality traits, values, and other attributes.
 
 
 
 
 
 
 
·  Question 8 

2 out of 2 points

 
 
 
Which of these statements about the contact hypothesis is true?
 
 
 
 
 
 
 
·  Question 9 

2 out of 2 points

 
 
 
According to social identity theory, people tend to
 
 
 
 
 
 
 
·  Question 11 

2 out of 2 points

 
 
 
Which of the following illustrates one of the steps in the self-fulfilling prophecy process?
 
 
 
 
 
 
 
·  Question 12 

2 out of 2 points

 
 
 
Scenario C

Elaine got a job transfer from Italy to New York. Soon, she started to understand the mental models held by colleagues from other cultures, as well as their emotional experiences in a given situation. Further, she started to effectively use words and behaviors that were compatible with the local culture of New York.

Before leaving Italy, Elaine believed that all New Yorkers were rude, loud, and apathetic to strangers. Her views changed after several months of close contact with her new coworkers. This change is a result of
 
 
 
 
 
 
 
·  Question 15 

2 out of 2 points

 
 
 
Which of the following statements is true of emotions in the workplace?
 
 
 
 
 
 
 
·  Question 16 

2 out of 2 points

 
 
 
What effect does providing child care support and offering employees flexible work hours have on work-related stress?
 
 
 
 
 
 
 
·  Question 17 

2 out of 2 points

 
 
 
Which of the following tends to result in increased continuance commitment?
 
 
 
 
 
 
 
·  Question 18 

2 out of 2 points

 
 
 
________ is the uncomfortable tension felt when our behavior and attitudes are inconsistent with each other.
 
 
 
 
 
 
 
·  Question 19 

2 out of 2 points

 
 
 
Scenario B

Jiana is a flight attendant for a large airline. She exclusively works a long flight from Japan to New York and is expected to constantly maintain a positive attitude no matter what situation arises. Over the years, Jiana has noticed that when dealing with Americans, emotions tend to run higher, and she often feels frustrated, as opposed to Japanese flyers who tend to be more reserved in stressful or unhappy situations. Jiana has spoken with her supervisor about the stress caused when working with the American emotionality and hopes some suggestions for resolution will be made.

According to the EVLN model, Jiana is responding to her dissatisfaction in which way?
 
 
 
 
 
 
 
·  Question 20 

2 out of 2 points

 
 
 
Employees' identification with a particular organization tends to increase
 
 
 
 
 
 
 
·  Question 21 

2 out of 2 points

 
 
 
Which of the following is a competency representing the highest level of emotional intelligence?
 
 
 
 
 
 
 
·  Question 22 

2 out of 2 points

 
 
 
Scenario B

Jiana is a flight attendant for a large airline. She exclusively works a long flight from Japan to New York and is expected to constantly maintain a positive attitude no matter what situation arises. Over the years, Jiana has noticed that when dealing with Americans, emotions tend to run higher, and she often feels frustrated, as opposed to Japanese flyers who tend to be more reserved in stressful or unhappy situations. Jiana has spoken with her supervisor about the stress caused when working with the American emotionality and hopes some suggestions for resolution will be made.

Jiana's job requires a high amount of
 
 
 
 
 
 
 
·  Question 23 

2 out of 2 points

 
 
 
Customer service representatives (CSRs) often conceal their frustration when serving an irritating customer. This behavior from the CSRs is an example of
 
 
 
 
 
 
 
·  Question 24 

2 out of 2 points

 
 
 
Which of these stress management activities helps employees improve their perceived ability to cope with the stressor and possibly remove the stressor?
 
 
 
 
 
 
 
·  Question 25 

2 out of 2 points

 
 
 
Scenario C

John and Jose are both employees at a shoe manufacturing plant. Recently, they went out after work together to discuss their feelings toward a new supervisor who has been causing them stress. John mentioned that he had put in for a transfer to another shift in order to deal with his issues. Jose confessed to John that he decided he still likes other aspects of his position, regardless of his problems with the supervisor, so he would just wait around to see if the situation would resolve itself.

According to the EVLN model, Jose is responding to his dissatisfaction in which way?