Chapter 9

EMOTIONS AND MOOD

The emotions of individuals cannot be controlled by managers as they are a natural
part of an individual's makeup. Emotions can affect job performance positively and
negatively. Positive moods can enhance creativity, helpfulness to colleagues and
customers, and increase subordinates' performance. Negative moods can result in
more accurate judgments. The complexity of a task is a critical moderating variable
for functional and dysfunctional emotions. Work moods change from day to day,
hour to hour, or minute to minute, and are categorized as positive or negative.
Situational factors and personality traits can influence work moods. Managers can
promote positive moods by taking various actions.
1. Can managers control the emotions of their colleagues and employees?
a) Yes
b) No
Answer: b (No)

2. Do emotions affect job performance?

a) No, they have no impact
b) Yes, only positive emotions can enhance performance
c) Yes, only negative emotions can hinder performance
d) Yes, both positive and negative emotions can have an impact
Answer: d (Yes, both positive and negative emotions can have an impact)

3. What differentiates functional from dysfunctional emotions at work?

a) The worker's level of education
b) The worker's age
c) The complexity of the worker's task
d) The worker's salary
Answer: c (The complexity of the worker's task)

4. How are moods categorized?

a) As happy or sad
b) As positive or negative
c) As energetic or lethargic
d) As friendly or unfriendly
Answer: b (As positive or negative)
Emotions
Emotions are intense feelings directed towards an object, person or event, and they
can create a state of readiness that interrupts our train of thought. Affect is a
broader term that encompasses both emotions and moods. Moods are less intense
feelings that lack a contextual stimulus. Emotional labor is when employees
express organizationally desired emotions during interpersonal transactions. Felt
emotions are an individual's actual emotions, while displayed emotions are those
that are organizationally required and considered appropriate in a given job. There
are many emotions, and they are identified along a continuum from positive to
negative. The intensity of emotions can vary based on personality and job
demands, and emotional labor that requires high frequency or long duration is
more demanding.
What are the six universal emotions identified?
a) Anger, frustration, happiness, disgust, sadness, and anxiety
b) Anger, fear, sadness, happiness, disgust, and surprise
c) Joy, frustration, sadness, excitement, disgust, and surprise
d) Anger, love, happiness, sorrow, disgust, and surprise

Answer: b

Which emotions are included in the six universal emotions?

a) Anger, frustration, happiness, disgust, sadness, and anxiety
b) Anger, fear, sadness, happiness, disgust, and surprise
c) Joy, frustration, sadness, excitement, disgust, and surprise
d) Anger, love, happiness, sorrow, disgust, and surprise

Answer: b

What is the significance of the six universal emotions?

a) They are used to categorize people based on their emotional responses
b) They are used to identify different types of moods
c) They are considered to be emotions that are universally experienced and
recognized across cultures
d) They are used to measure emotional intelligence

Answer: c
Gender and Emotions
This passage discusses the differences between men and women in relation to
emotions. Women tend to show greater emotional expression, experience emotions
more intensely, and display more frequent expressions of both positive and
negative emotions. They are also better at reading nonverbal cues than men and
report more comfort in expressing emotions. On the other hand, men believe that
displaying emotions is inconsistent with the male image, are innately less able to
read and identify with others' emotions, and have less need to seek social approval
by showing positive emotions. These differences may be explained by socialization
and innate abilities.

1. According to the text, which of the following factors may explain the
differences in emotional expression between men and women?
a) Biology
b) Socialization
c) Ethnicity
d) Education

Answer: b) Socialization

Emotional Intelligence
The concept of emotional intelligence (EI) is an array of non-cognitive skills and
capabilities that are crucial for a person's success in coping with environmental
pressures. These include self-awareness, self-management, self-motivation,
empathy, and social skills. Several studies suggest that EI is crucial in job
performance, and employers should consider it as a factor in selection, particularly
in jobs that require high social interaction. Organizational and cultural influences
play a vital role in determining which emotions are acceptable and to what extent
they can be expressed. The US, for instance, tends to have a bias against negative
emotions, while other cultures may interpret emotions differently.
1. What is Emotional Intelligence (EI)?
a) A set of cognitive skills that influence a person's ability to succeed in coping
with environmental demands and pressures.
b) A set of non-cognitive skills, capabilities, and competencies that influence a
person's ability to succeed in coping with environmental demands and pressures.
c) A set of physical skills that influence a person's ability to succeed in coping with
environmental demands and pressures.
d) A set of technical skills that influence a person's ability to succeed in coping
with environmental demands and pressures.

Answer: b

2. What are the five components of EI?

a) Self-awareness, self-esteem, self-motivation, empathy, and social skills.
b) Self-awareness, self-management, self-motivation, empathy, and social skills.
c) Self-confidence, self-management, self-motivation, empathy, and social skills.
d) Self-awareness, self-esteem, self-motivation, sympathy, and social skills.

Answer: b

OB Applications of Understanding Emotions

This article discusses the applications of understanding emotions in organizational
behavior. Emotions play a crucial role in employee effectiveness, decision making,
motivation, leadership, interpersonal conflict, and deviant workplace behaviors.
Emotional awareness and the ability to read others' emotions can increase job
effectiveness. Emotions affect the decision-making process, and positive emotions
can improve problem-solving skills. Emotional commitment and high motivation
are strongly linked. Effective leaders rely on expressing feelings to convey their
messages. Emotions are intertwined with conflicts in the workplace, and negative
emotions can lead to deviant workplace behaviors such as property theft, personal
aggression, and productivity failures.
1. Which of the following is an application of understanding emotions in
organizations related to decision making?
a. Ability and selection
b. Motivation
c. Interpersonal conflict
d. Positive emotions (increasing problem solving)

Answer: d. Positive emotions can increase problem solving and facilitate the
integration of information.

2. What is the link between emotional commitment and motivation in the

workplace?
a. Emotional commitment hinders motivation.
b. Emotionally engaged individuals are more motivated.
c. Rational exchange is the only motivator in the workplace.
d. Emotional commitment is not linked to motivation.

Answer: b. Emotionally engaged individuals are more motivated.

3. What is an example of negative emotions leading to employee deviance in

the workplace?
a. Increased productivity
b. Property theft and destruction
c. Positive feedback
d. Personal growth

Answer: b. Property theft and destruction.

1. Which of the following is not an element of emotional intelligence?

a. Self-awareness
b. Self-motivation
c. Self-management
d. Self-esteem

Answer: d. Self-esteem

2. How do emotions affect decision making in organizations?

a. Negative emotions lead to better problem-solving
b. Positive emotions result in a limited search for alternatives
c. Emotions are not a factor in decision making
d. Emotions can be used in conjunction with rational and intuitive processes in
decision making

Answer: d. Emotions can be used in conjunction with rational and intuitive

processes in decision making.