BUS 201 FINAL EXAM QUESTIONS AND ANSWERS
WITH COMPLETE SOLUTIONS
Describe what stressors are as well as the outcomes of stress.
correct answer: events or contexts that cause a stress reaction by
elevating levels of adrenaline and forcing a physical or mental
response
Physiological: nervousness, headaches, anger
Psychological: Depression and anxiety
Work outcomes: worse job attitudes, decrease in performance
Describe individual differences in experienced stress. correct
answer: Type A: unchecked stress can lead to illness over time,
tend to have higher levels of stress.
Type B: Stress levels are lower due to calmer nature.
Women tend to experience more stress, but can also manage it
better than males.
Describe and apply techniques that individuals can use to
manage stress. correct answer: Diet, exercise, getting enough
sleep
Describe what organizations can do to help their employees
avoid and manage stress. correct answer: Have clear
expectations, create jobs where employees have autonomy and
,control, and creating a fair work environment, consider
telecommuting, give employee sabbaticals, and utilize employee
assistance programs.
Define psychological resilience and how a resilience regimen
can be used in work settings. correct answer: the ability to
mentally or emotionally cope with a crisis or to return to pre-
crisis status quickly.
Resilience Regimen: It is used by asking a series of pointed
questions, managers can grasp their own and their direct reports'
habits of thought and help re- frame negative events in
productive ways.
Define emotions and identify the different types of emotions
people experience correct answer: A short, intense feeling
resulting from some event.
There are positive emotions: joy, love, surprise
negative emotions: anger, fear, sadness
Describe the difference between emotions and moods. correct
answer: Emotions are short-lived feelings that come from a
known cause, while moods are feelings that are longer lasting
than emotions and have no clear starting point of formation.
Emotions can range from happy, ecstatic, sad and prideful, while
moods are either positive or negative.
Describe the influence of emotions on attitudes and behaviors at
work and why this is important correct answer: 1. Emotions
, shape an individual's belief about the value of a job, a company,
or a team
2. Emotions affect behaviors at work, individuals within your
inner circle are better able to recognize and understand your
emotions.
3. Specific events on the job cause different kinds of people to
feel different emotions.
Summarize what research says about the sources of emotions
and moods. correct answer: "How to Bounce Back from
Adversity" article says: How people approach trying
circumstances influences both their ability to deal with them
and, ultimately, their own success and well-being.
Managers should ask SPECIFYING, VISUALIZING,
COLLABORATING questions to employees to help them
determine their best behavior.
Define and apply emotion contagion to a business scenario
correct answer: Emotions serve many purposes and affect
people at work. There are positive and negative emotions, and
both can be helpful at motivating us to work harder. Emotions
are malleable and they can also be contagious.
Explain what emotional labor is, the role of emotional
dissonance, and how this affects individuals correct answer:
Emotional labor refers to the regulation of feelings and
expressions for organizational purposes.
Cognitive dissonance is a term that refers to a mismatch among
emotions, attitudes, beliefs, and behavior, for example, believing
that you should always be polite to a customer regardless of
personal feelings, yet having just been rude to one.
WITH COMPLETE SOLUTIONS
Describe what stressors are as well as the outcomes of stress.
correct answer: events or contexts that cause a stress reaction by
elevating levels of adrenaline and forcing a physical or mental
response
Physiological: nervousness, headaches, anger
Psychological: Depression and anxiety
Work outcomes: worse job attitudes, decrease in performance
Describe individual differences in experienced stress. correct
answer: Type A: unchecked stress can lead to illness over time,
tend to have higher levels of stress.
Type B: Stress levels are lower due to calmer nature.
Women tend to experience more stress, but can also manage it
better than males.
Describe and apply techniques that individuals can use to
manage stress. correct answer: Diet, exercise, getting enough
sleep
Describe what organizations can do to help their employees
avoid and manage stress. correct answer: Have clear
expectations, create jobs where employees have autonomy and
,control, and creating a fair work environment, consider
telecommuting, give employee sabbaticals, and utilize employee
assistance programs.
Define psychological resilience and how a resilience regimen
can be used in work settings. correct answer: the ability to
mentally or emotionally cope with a crisis or to return to pre-
crisis status quickly.
Resilience Regimen: It is used by asking a series of pointed
questions, managers can grasp their own and their direct reports'
habits of thought and help re- frame negative events in
productive ways.
Define emotions and identify the different types of emotions
people experience correct answer: A short, intense feeling
resulting from some event.
There are positive emotions: joy, love, surprise
negative emotions: anger, fear, sadness
Describe the difference between emotions and moods. correct
answer: Emotions are short-lived feelings that come from a
known cause, while moods are feelings that are longer lasting
than emotions and have no clear starting point of formation.
Emotions can range from happy, ecstatic, sad and prideful, while
moods are either positive or negative.
Describe the influence of emotions on attitudes and behaviors at
work and why this is important correct answer: 1. Emotions
, shape an individual's belief about the value of a job, a company,
or a team
2. Emotions affect behaviors at work, individuals within your
inner circle are better able to recognize and understand your
emotions.
3. Specific events on the job cause different kinds of people to
feel different emotions.
Summarize what research says about the sources of emotions
and moods. correct answer: "How to Bounce Back from
Adversity" article says: How people approach trying
circumstances influences both their ability to deal with them
and, ultimately, their own success and well-being.
Managers should ask SPECIFYING, VISUALIZING,
COLLABORATING questions to employees to help them
determine their best behavior.
Define and apply emotion contagion to a business scenario
correct answer: Emotions serve many purposes and affect
people at work. There are positive and negative emotions, and
both can be helpful at motivating us to work harder. Emotions
are malleable and they can also be contagious.
Explain what emotional labor is, the role of emotional
dissonance, and how this affects individuals correct answer:
Emotional labor refers to the regulation of feelings and
expressions for organizational purposes.
Cognitive dissonance is a term that refers to a mismatch among
emotions, attitudes, beliefs, and behavior, for example, believing
that you should always be polite to a customer regardless of
personal feelings, yet having just been rude to one.
