Effective Human Relations Interpersonal And Organizational Applications 13th by Edition ISBN 1305576160 9781305576162
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Chapter 09 Achieving Emotional Balance in a Chaotic World
TRUEFALSE
1. Emotional intelligenceis simply a measure of our social competence.
(A)True
(B)False Answer : (B)
2. Although one may be unable to increase one's IQ (intelligence quotient), one's emotional intelligencecan improve throughout life as one's experiences lead to increasedcompetencies.
(A)True (B)
False Answer : (A)
3. Toxic emotions of just one or two people can disturb the emotional balance of an entire team, department,or workplace.
(A)True (B)
False Answer : (A)
4. Monica makes decisions primarily with her heart, which is a good way to achieve emotional balance.
(A)True (B)
False
Answer : (B)
5. Organizations often find success when they follow the motto "it's not personal,it's just business."
(A)True
(B)False
Answer : (B)
6. Our temperament,which is relatively fixed from a very early age, is simply our early
predisposition to display our emotions in a particular way.
(A)True
(B)False
Answer : (A)
7. Adults can often relive a childhood experiencein a context very different from the one experiencedas a child.
(A)True (B)
False Answer : (A)
8. Individuals can develop their cultural intelligence, even within their own country's borders.
(A)True
(B)False Answer : (A)
9. Accordingto TransactionalAnalysis, forgotten memories cannot influencedecision making.
(A)True
(B)False Answer : (B)
10. It is important to wait a long time to cool off before expressing feelings of anger.
(A)True
(B)False Answer : (B)
11. Accommodating our emotions means we are attendingto our thoughts or the logical process.
(A)True
(B)False Answer : (B)
12. Violence in the workplace is often triggeredby loss of a job or a personal tragedy,such as divorce.
(A)True (B)
False Answer : (A)
13. The emotional style of capitulating to your emotions is an appropriate and effectiveway to deal with negative emotions in the workplace and in one's personal life.
(A)True (B)
False Answer : (B)
14. According to the Sedona Method,you can make positive changes in your life by "letting go."
(A)True
(B)False Answer : (A)
15. One of the ways to eliminate violence in the work place is to hire more part-time workers.
(A)True
(B)False Answer : (B)
16. When expressing your anger,it is important to allow all your feelings about the situation to surface, even if you may be seen as emotionally unstable.
(A)True (B)
False Answer : (B)
17. In many instances,you can deal with your own feelings of anger or distress effectivelyby putting your problems into proper perspective.
(A)True
(B)False
Answer : (A)
18. Asking good friends about how you express your emotions is one of the best ways to achieve greater emotional control.
(A)True (B)
False
Answer : (B)
19. Journalingyour anger and then sharing the writing with those you are angry with is an effective strategy for achievingemotional control in your life.
(A)True (B)
False
Answer : (B)
20. It is important for your overall quality of life to cultivate positive mental states such as kindness and compassion.
(A)True (B)
False
Answer : (A)
MULTICHOICE
21. A person who inhibits or overemphasizes her expression of some emotions is suffering from
(A)a lack of emotional balance.
(B)intellectual incompetence.
(C) a flawed character.
(D)emotional expressivism.
Answer : (A)
22. Behavior
(A)results automaticallyfrom activatingevents such as a perceived injustice.
(B)is often erratic becauseemotions are impossible to control.
(C) follows naturally from activating events and is not a choice.
(D)is influencedby feelings and thinking patterns triggered by activatingevents.
Answer : (D)
23. Emotional competenceincludes two major dimensions: personal competence and
(A)character.
(B)intellectualcapacity.
(C) temperament.
(D)social competence.
Answer : (D)
24. Leadershiptraining that emphasizesrational or logical business processes can cause
(A)increasedemotional intelligence.
(B)failure to understand the importance of emotions in the workplace.
(C) negative emotions.
(D)lower employee turnover and burnout.
Answer : (B)
25. Albert frequently feels anxious when he has to participatein meetings at work, and is concerned that his nervous demeanor will mislead coworkers into perceiving him as incompetentat his job. In hispersonal life, he struggles with the compulsion to eat a whole pint of ice cream every time he has a quarrel or misunderstanding with his girlfriend.Which practicecould help Albert overcome both of these problems?
(A)Mindfulness
(B)Transactional Analysis
(C) Cultural intelligence
(D)Temperamentadjustment
Answer : (A)
26. When Dan was growing up, his mother very often ordered him to "do this" and "don't do that," which angeredhim. Now as an adult, Dan has a female boss who occasionallychecks up with him by asking him if he rememberedto "do this/that." According to the TransactionalAnalysis theory, one would most expect Dan to
(A)appreciatehis boss's concern.
(B)be conscious of his emotional response and its relationship with his childhood experiences.
(C) interpret his boss's questions as badgeringand feel angry.
(D)react with guilt and self-doubt,regardless of his boss's gender.
Answer : (C)
27. Individuals with high cultural intelligence
(A)frequently question themselves as to how to behave and communicatein other cultures.
(B)can quickly analyze and appropriately react to people and situations in unfamiliar cultures.
(C) possess charisma that enables them to communicateand behave in ways that are acceptable to their ownculture,even while in foreign cultures.
(D)are only able to exercisetheir skill in foreign countries.
Answer : (B)
28. It is important to manage your anger.You can do this in a number of ways, including
(A)giving immediate and full expression to your anger so that it doesn't build to dangerouslevels.
(B)expressing your anger physically so that it will dissipate the intensity of the feeling.
(C) delaying the expression of anger as long as possible.
(D)becoming conscious of specific triggers of your anger.
Answer : (D)
29. One way to effectivelyexpress your anger is by
(A)describing it in subtle, ambiguousterms.
(B)reactingin a manner that is consistent with the full depth of your emotions.
(C) expressing your feelings in a timely, non-accusatorymanner.
(D)journaling about your feelings and then showing your journal to the person with whom you are angry.
Answer : (C)
30. Sally's mother is very angry with her for being late to an important social engagement. After listening to her mother, Sally explains that she understands her mother is angry with her lateness
and that it was important to her that Sally be on time. Sally says she will work on being on time in the future, particularlyfor special events. Sally is handling her mother's anger effectively by
(A)suppressingher ownemotions.
(B)recognizing and accepting her mother's anger and giving her feedback.
(C) diverting her mother's attention.
(D)minimizing the problem.
Answer : (B)
31. Which of the following is true about violence in the workplace?
(A)The most common form of violence is lethal physical assault on employees.
(B)It incurs immense costs in terms of human suffering but minimal monetary costs.
(C) It is often triggeredby factors external to work, such as divorce or separation.
(D)By definition, workplace violence is triggeredonly by conflicts with coworkers.
Answer : (C)
32. Workplace violence can be diminished by implementing a number of practices, such as
(A)escorting terminated employees from the building and warning them not to return.
(B)dismissing or discipliningany employee who voices dissatisfactionover the work environment before he or she becomes angry enough to become violent.
(C) terminatingdisgruntledemployees as soon as possible.
(D)using hiring procedures to screen out unstable individuals.
Answer : (D)
33. Juan has difficulty at work becausehe frequently suppresseshis emotions. A healthier alternativeto inappropriate suppression of emotions is
(A)to allow himself to feel the emotion, then let it go.
(B)to tell many of his coworkers how he is feeling.
(C) to assign responsibility for his emotions to external causes.
(D)to frequently cry.
Answer : (A)
34. The emotional style that tends to make the people with whom you work lose respect for and confidence in you is that of emotions.
(A)capitulating to
(B)overexpressing
(C) accommodating
(D)suppressing
Answer : (B)
35. Individuals who think before they act and who recognize,accept, and experience their emotions while trying to express them appropriately have a(n) emotional style.
(A)capitulating
(B)overly expressive
(C) accommodating
(D)suppressive
Answer : (C)
36. Johanna often feels she is a helpless victim to other people's actions. Her sister frequently decides her schedule and dictates which events she will attend. Johanna prefers to endure feelings of helplessnessrather then confront her sister about how she feels. This is an example of which emotional style?
(A)Suppressive
(B)Overexpressing
(C) Accommodating
(D)Capitulating
Answer : (D)
37. One way to help yourself achieve emotional control might be to
(A)develop ways to help yourself capitulateto your emotions.
(B)give physical expression to your emotions.
(C) anticipate your responses by keeping close track of what touches off your emotions.
(D)deny and suppress any strong negative emotions until they disappear.
Answer : (C)
38. It is possible to fine-tune your emotional style by
(A)taking responsibility for your emotions.
(B)finding others with bigger problems than your own and talking with them.
(C) keeping yourself very busy so that you don't have time to brood or worry.
(D)talking to uninvolved third parties who can objectively evaluate your feelings.
Answer : (A)
39. To identify your emotional style, you can
(A)ask a friend to assess your emotional patterns.
(B)choose an emotional style and take on the characteristics of that style.
(C) take a running inventory of your emotions throughout the day, includingthe activitiesthat accompaniedthese emotions.
(D)fine-tune your emotional style.
Answer : (C)
40. Gina and Bill are managers for two separate projects.Gina supervises robotics repair and maintenance. Bill receives all the customer complaints that his customer service staff cannot handle.
(A)Gina has the more difficult job.
(B)Bill is more likely to be exhausted and withdrawn at the end of the day.
(C) Gina is more likely to be exhausted and withdrawn at the end of the day.
(D)They both have jobs that cause emotional exhaustion.
Answer : (B)
41. Anger:
(A)is always irrational.
(B)managementis a very simple but important skill to learn.
(C) clarifies thinking and improves decision making.
(D)is usually a response to a perceived injustice.
Answer : (D)
42. Case 9.1
Anne has been feeling depressed lately. A few weeks ago her pet cat died of old age. Anne was sad, naturally, but lately she has hardly been able to function. While talking to a friend about how she wasfeeling,she suddenly rememberedhow distraught she was as a child when she rolled over on a new kitten in her sleep and smothered it. Anne decides to join a self-help group in order to get control of her feelings.That same week a coworker had failed to fulfill her responsibilities on an important project, resultingin delays. Anne was "chewed out" by her boss as a result. Anne wants to tell the coworker how angry she was. Anne's boss, Jerry, is subject to angry outbursts. When he is upset, he lets everyone know it, quickly and fully.
Refer to Case 9.1. Anne's emotions about her cat and her inability to function are examples of the influence of on our feelings.
(A)gender
(B)anger
(C) temperament
(D)the subconscious mind
Answer : (D)
43. Case 9.1
Anne has been feeling depressed lately. A few weeks ago her pet cat died of old age. Anne was sad, naturally, but lately she has hardly been able to function. While talking to a friend about how she wasfeeling,she suddenly rememberedhow distraught she was as a child when she rolled over on a new kitten in her sleep and smothered it. Anne decides to join a self-help group in order to get control of her feelings.That same week a coworker had failed to fulfill her responsibilities on an important project, resultingin delays. Anne was "chewed out" by her boss as a result. Anne wants to tell the coworker how angry she was. Anne's boss, Jerry, is subject to angry outbursts. When he is upset, he lets everyone know it, quickly and fully.
Refer to Case 9.1. What should Anne do to take control of her anger before she expresses it to her coworker?
(A)Recognizeand accept the anger of her boss.
(B)Remind herself that her coworker's behavior was probably not directed against her personally.
(C) Explain using generalities why her coworker's failure to perform bothers her so much.
(D)Suppress her feelings and live with it; this kind of thing happens all the time.
Answer : (B)
44. Case 9.1
Anne has been feeling depressed lately. A few weeks ago her pet cat died of old age. Anne was sad,
naturally, but lately she has hardly been able to function. While talking to a friend about how she wasfeeling,she suddenly rememberedhow distraught she was as a child when she rolled over on a new kitten in her sleep and smothered it. Anne decides to join a self-help group in order to get control of her feelings.That same week a coworker had failed to fulfill her responsibilities on an important project, resultingin delays. Anne was "chewed out" by her boss as a result. Anne wants to tell the coworker how angry she was. Anne's boss, Jerry, is subject to angry outbursts. When he is upset, he lets everyone know it, quickly and fully.
Refer to Case 9.1. Anne's boss, Jerry, seems to have which emotional style?
(A)Suppressionof emotions
(B)Capitulating to emotions
(C) Overexpressing emotions
(D)Accommodating his emotions
Answer : (C)
45. Case 9.1
Anne has been feeling depressed lately. A few weeks ago her pet cat died of old age. Anne was sad, naturally, but lately she has hardly been able to function. While talking to a friend about how she wasfeeling,she suddenly rememberedhow distraught she was as a child when she rolled over on a new kitten in her sleep and smothered it. Anne decides to join a self-help group in order to get control of her feelings.That same week a coworker had failed to fulfill her responsibilities on an important project, resultingin delays. Anne was "chewed out" by her boss as a result. Anne wants to tell the coworker how angry she was. Anne's boss, Jerry, is subject to angry outbursts. When he is upset, he lets everyone know it, quickly and fully.
Refer to Case 9.1. What would be an effectiveway for Anne to express her anger to Jerry?
(A)Tell him "I feel very upset when you yell at me, especiallyin front of my coworkers."
(B)Wait a few weeks before talking with Jerry in order to allow herself to "cool off."
(C) Yell back at Jerry.
(D)Journal about her anger,then send a summary to Jerry as an e-mail.
Answer : (A)
46.
Anne has been feeling depressed lately. A few weeks ago her pet cat died of old age. Anne was sad, naturally, but lately she has hardly been able to function. While talking to a friend about how she wasfeeling,she suddenly rememberedhow distraught she was as a child when she rolled over on a new kitten in her sleep and smothered it. Anne decides to join a self-help group in order to get control of her feelings.That same week a coworker had failed to fulfill her responsibilities on an important project, resultingin delays. Anne was "chewed out" by her boss as a result. Anne wants to
Case 9.1tell the coworker how angry she was. Anne's boss, Jerry, is subject to angry outbursts. When he is upset, he lets everyone know it, quickly and fully.
Refer to Case 9.1. Anne's strategy for dealing with her feelings about her cat is an example of finetuning one's emotional style by
(A)expressing feelings in a timely manner.
(B)taking steps to move beyond sadness and guilt.
(C) seeking feedback.
(D)putting the problem into proper perspective.
Answer : (B)
SHORTANSWER
47. refers to the competenciesthat determine howwe handle relationships, such as listening openly, negotiating, and resolving disagreements.Answer : Social competence
48. A person's individual style and frequency of expressing needs and emotions is referred to as his and is originally biologicallyand genetically based.Answer : temperament
49. We sometimes experience when we inhibit the expression of certain emotions or become fixated on a single emotion.Answer : emotional imbalance
50. John experienced ridicule and deep shame as a child after not giving a class presentationwell. According to the theory, one might expect John as an adult to again feel judged and ashamed when making a presentation for a meeting.Answer : Transactional Analysis
51. One factor that influences our emotions is our mind, or the vast storehouse of forgotten memories,desires, and ideas that influenceour behavior and responses in various situations.Answer : unconscious
52. A temporary feeling that can have positive, negative,or mixed qualities is a(n)
.Answer : emotion
53. Lisa was born and raised in rural Indiana.She found a job teachingin the projects of New York City. She now possesses a great ability to interpret the actions, gestures,and speech patterns of her diverse body of students.Lisa demonstrates high Answer : cultural intelligence
54. A person's , or how she deals with her emotions, starts to take shape before birth and evolves over many years. By adulthood,it has typically settled into one of four patterns.Answer : emotional style
55. Miguel is aware of his emotions and their effects on others and is able to keep his disruptive emotions and impulses in check.Miguel demonstrates competence.Answer : personal
56. encompassesa wide range of behaviors,including hostile remarks, physical assaults,and threateningphone calls.Answer : Workplace violence
57. While it cannot be eliminated, what steps can an employer take to limit workplace violence?Answer : a. Screenout unstable people through the hiring process.
Answer : b. Develop a strategy for dealing with incidents before they occur.
Answer : c. Try not to demoralize an employee through negative personnel actions (e.g., demoting, firing).
Answer : d. Provide outplacement services for displaced workers.
Answer : e. Develop a systematic way of dealing with disgruntled workers.
Answer : f. Train supervisors in ways to help them reduce workplace violence.
ESSAY
58. Describebriefly the two components of emotional competenceas presented by Daniel Goleman's popular books on emotional intelligence.
Graders Info :
Personal competence refers to the ability to achieve and maintain emotional balance through selfawareness. Social competence describesthe ability to handle relationshipswith others.
59. Emotions are an important element of who you are and how you respond to life. What are emotions? What hinders emotional balance?
Graders Info :
a. Emotions are temporary experiences with positive, negative,or mixed qualities that influence our thoughts and behaviors.They provide us with information on our current state.
b. Emotional balance is sometimes hindered by what our family taught us about expressing emotions or by fixation on a single emotion.
60. Explain howemotions play a role in the workplace.
Graders Info :
Emotions influence employee morale, customer loyalty, and productivity. Positive emotions can improve the above, while negative emotions can be detrimental.In the service industry, businesses will find a competitive advantage by offering a superior emotional experience.
61. Define emotional intelligence What is its relationship to standard intelligence and cultural intelligence?
Graders Info :
Emotional intelligenceis the ability to monitor and control one's emotions and behavior at work and in social settings. Culturalintelligenceis the ability to do the same, but in a foreign culture. Standardintelligence, or IQ, deals with thinking and reasoning,while emotional intelligence deals more with building relationshipsand controlling emotions. Emotional intelligence is made up of personal competence and social competence.
62. Discuss the four different emotional styles used by individuals to display emotions.
Graders Info :
a. Suppressing emotions: Individuals avoid dealing with their emotions.
b. Capitulating to emotions: The individual gives in, becoming a victim to his/heremotions.
c. Overexpressing emotions: The individual gives full and public vent to his/herfeelings.
d. Accommodating emotions: The individual recognizes,accepts, and expresses emotions appropriately.
63. Identify two ways to achieve control over emotions.
Graders Info :
a. Identify your emotional patterns: Use journal entries, reflection,or a time/activity/feelings log to chart your emotional landscape.
b. Fine-tune your emotional style: Take responsibility for your emotions; put problems into perspective; move beyond negative emotions; and exercisefeelings.
64. Do you believe that a business can be successful while operating under the philosophy "it's not personal; it's business"?Explain the reasoning behind your viewpoint.
Graders Info : Answers will vary.
65. Why is the "accommodating"emotional style the most effectivestyle of all in the workplace?
Graders Info : Answers will vary.
66. Imagine you are taking a job that requires you to move to a location with an unfamiliar culture.
Choose a location, then explain how you would sharpen your cultural intelligenceand prepare yourself for success.
Graders Info :
Answers will vary.