Psychology Chapter 3: Attitudes and Job Satisfaction

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Questions and Answers

Sarah is a skilled communicator who can easily identify and understand the emotions of others. She is also adept at responding appropriately to those emotions. What component of Emotional Intelligence (EI) is Sarah demonstrating?

  • Using emotions
  • Perceiving emotions
  • Managing emotions
  • Understanding emotions (correct)

Mark is content with the challenging nature of his work but feels dissatisfied with the lack of social interaction in his workplace. Which job satisfaction factor is primarily influencing Mark's overall satisfaction?

  • Work itself (correct)
  • Pay
  • Job security
  • Social component

Jane, a strong advocate for environmental sustainability, finds herself employed at a company that heavily pollutes the environment. What action is Jane likely to take to minimize the dissonance between her beliefs and her work environment?

  • Ignore the environmental issues to focus on other aspects of the job
  • Quit her job immediately
  • Attempt to influence the company's environmental practices through internal channels
  • Rationalize the company's actions by highlighting its positive contributions (correct)

Emma receives positive feedback from her manager, which elevates her mood and enhances her productivity. This situation exemplifies which theory?

<p>Affective Events Theory (C)</p> Signup and view all the answers

A customer service representative is required to maintain a cheerful demeanor, even when interacting with rude customers. This scenario illustrates which concept?

<p>Emotional labor (C)</p> Signup and view all the answers

Which of the following best describes the difference between emotions and moods?

<p>Emotions are typically directed at a specific target, while moods are not. (A)</p> Signup and view all the answers

Which of the following is NOT considered a basic emotion?

<p>Love (B)</p> Signup and view all the answers

According to Affective Events Theory (AET), what is the primary factor that influences an employee's emotional reactions at work?

<p>The events that occur at work (A)</p> Signup and view all the answers

Which of the following is an example of surface acting in emotional labor?

<p>A salesperson feigning enthusiasm for a product they do not actually like. (B)</p> Signup and view all the answers

Which of the following is NOT a benefit of emotional intelligence (EI) in the workplace?

<p>Enhanced physical performance (A)</p> Signup and view all the answers

Which of the following is an example of emotional regulation technique?

<p>Expressing your emotions in a healthy and constructive way (C)</p> Signup and view all the answers

How can managers contribute to a positive emotional climate in the workplace?

<p>By modeling positive emotions and providing positive feedback (B)</p> Signup and view all the answers

According to the content, how does emotional contagion impact customer service?

<p>It can negatively impact customer satisfaction if the representative is experiencing negative emotions. (C)</p> Signup and view all the answers

Which of the following is NOT a component of an attitude?

<p>Motivational (D)</p> Signup and view all the answers

Which type of organizational commitment involves a sense of obligation to stay with an organization?

<p>Normative commitment (C)</p> Signup and view all the answers

Which of the following is a measure of job satisfaction that focuses on overall job satisfaction with a limited number of questions?

<p>Single global rating (A)</p> Signup and view all the answers

Which of the following job attitudes is most strongly correlated with job satisfaction?

<p>The work itself (D)</p> Signup and view all the answers

Which of the following is NOT an outcome of job satisfaction?

<p>Motivation (D)</p> Signup and view all the answers

Which of the following is an example of counterproductive work behavior (CWB)?

<p>Gossiping about colleagues (D)</p> Signup and view all the answers

Which of the following is NOT a benefit of job satisfaction?

<p>Increased job security (A)</p> Signup and view all the answers

Flashcards

Components of Attitudes

Three parts: cognitive (belief), affective (feelings), and behavioral (actions).

Mood

Less intense, longer-lived feelings without a specific target.

Basic Emotions

Fundamental emotions like anger, fear, sadness, happiness, disgust, and surprise.

Cognitive Dissonance

Inconsistency between attitudes or between behavior and attitudes.

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Job Satisfaction

Positive feeling about one's job, influenced by various factors.

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Positive Affect

Emotions like excitement and enthusiasm that contribute to a positive mood.

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Perceived Organizational Support (POS)

Belief that the organization values employee contributions.

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Negative Affect

Emotions like nervousness and stress that create a negative mood.

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Single Global Rating

Overall assessment of job satisfaction with few questions.

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Emotional Intelligence (EI)

The ability to perceive, understand, and regulate emotions.

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Emotional Labor

Managing emotions to fulfill job requirements, including surface and deep acting.

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Causes of Job Satisfaction

Factors like work, relationships, pay, and CSR that influence job satisfaction.

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Counterproductive Work Behavior (CWB)

Workplace deviance linked to job dissatisfaction.

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Affective Events Theory (AET)

Work events trigger emotional reactions, affecting performance and satisfaction.

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Emotion Regulation

Techniques for acknowledging, venting, and managing emotions.

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Benefits of Satisfaction

Outcomes like better performance, lower turnover, and reduced deviance from job satisfaction.

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Emotional Intelligence (EI) Components

The parts of EI: perceiving, understanding, and regulating emotions.

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Job Satisfaction Influencing Factors

Key aspects that shape job satisfaction, including work tasks, environment, and pay.

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Cognitive Dissonance Resolution

Strategies individuals use to reconcile conflicting beliefs and behaviors.

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Emotional Labor Types

Categories of emotional management at work: surface acting and deep acting.

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Study Notes

Chapter 3: Attitudes and Job Satisfaction

  • Attitudes: Consisting of three components:
    • Cognitive: Opinions or beliefs (e.g., "This task is important").
    • Affective: Emotions or feelings (e.g., "I dislike this job").
    • Behavioral: Intentions to act (e.g., "I will quit this job").
  • Cognitive Dissonance: Inconsistency between attitudes or between behavior and attitudes.
    • Reduced by factors like importance of elements, control over elements and the rewards for maintaining the dissonance.
  • Major Job Attitudes:
    • Job Satisfaction: Positive feelings about a job.
    • Job Involvement: Psychological identification with the job.
    • Organizational Commitment: Emotional attachment to the organization (affective, continuance, and normative).
    • Perceived Organizational Support (POS): Belief the organization values employee contributions.
    • Employee Engagement: Involvement and enthusiasm for work.
  • Measuring Job Satisfaction:
    • Single Global Rating: Overall satisfaction with few questions.
    • Summation Score Method: Satisfaction with various job aspects.
  • Causes of Job Satisfaction:
    • The work itself: Strongest correlation with satisfaction.
    • Social component: Work relationships.
    • Pay: Important until a comfortable living level.
    • Corporate Social Responsibility (CSR): Positive impact on satisfaction.
  • Outcomes of Job Satisfaction:
    • Exit: Leaving the organization.
    • Voice: Actively improving conditions.
    • Loyalty: Waiting optimistically for improvements.
    • Neglect: Allowing conditions to worsen.
  • Counterproductive Work Behavior (CWB):

Chapter 4: Emotions and Moods

  • Emotions vs. Moods:
    • Emotions: Intense, short-lived feelings directed at something or someone.
    • Moods: Less intense, longer-lived feelings without a specific target.
  • Basic Emotions: Anger, fear, sadness, happiness, disgust, surprise.
  • Moral Emotions: Emotions linked to moral judgments (e.g., moral disgust).
  • Positive and Negative Affect:
    • Positive Affect: Excitement, enthusiasm.
    • Negative Affect: Nervousness, stress.
  • Sources of Emotions and Moods:
    • Personality, time of day/week, weather, stress, sleep, exercise, age and gender.
  • Emotional Labor: Managing emotions for job requirements.
    • Surface Acting: Hiding true emotions.
    • Deep Acting: Trying to feel required emotions.
  • Affective Events Theory (AET): Work events trigger emotional reactions, impacting performance and satisfaction.
  • Emotional Intelligence (EI): Perceiving, understanding, and regulating emotions.

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