CMC 313 Final Exam Questions and
Answers
What does it mean to say we are to rational in our thinking of organizations - Correct
Answers-• Traditional models of organization: Maximizing efficiency in a machine-like
factory, enhancing the effectiveness of organizational systems, making the most of
human resources evening managing corporate culture suggest organization run through
reasoning. Previous models depict organizations as being too rational and not including
emotion.
What are two senses in which organizing involves emotion? - Correct Answers-•
Emotional work and emotional labor
What are examples of sources of stress in the work place? - Correct Answers-• Work
load, deadlines, ineffective management,
• Role ambiguity (not sure what your job is), outside life events,
• Role conflict (job responsibilities are conflicting), conflict in general
What is burnout? - Correct Answers-Refers to a "wearing out" from the pressures of
work. Burnout is a chronic condition that results as daily work stressors take their toll on
employees. A wearing out from the pressures of work. Leads to poor health, lowered
productivity, turn-out. Can also lead to physical damage to you. Wearing out from
pressures at work, strain that results from ongoing stressors; emotional exhaustion,
depersonalization, decreases personal accomplishment
What influence does burnout have on physical and mental health, productivity,
commitment, and turnover? - Correct Answers-• Physical - coronary heart disease and
high blood pressure
• Mental health - lower levels of job satisfaction
• Productivity -
• Commitment - lower levels of commitment as they become disenchanted with a
stressful organization or occupation
• Turnover - the most prevalent behavioral outcome, a nurse becomes a farmer
because they do not want to deal with people anymore
What are the three elements of burnout? - Correct Answers-• Emotional Exhaustion
• Lack of Personal Accomplishment
• Depersonalization
Explain depersonalization, lack of personal accomplishment, and emotional exhaustion
as part of burnout - Correct Answers-• Emotional Exhaustion:
, o The core of burnout
o Workers suffer from emotional exhaustion when they feel fatigued, frustrated, used
up, or unable to face another day on the job
• Lack of Personal Accomplishment:
o Refers to workers who see themselves as failures, incapable of effectively
accomplishing job requirements
• Depersonalization:
o Relevant only to workers who must communicate interpersonally with others as part of
the job
o Workers tend to "view other people through rust-colored glasses-developing a poor
opinion of them, expecting the worst form them and even actively disliking them"
) Explain emotional work. - Correct Answers-• Emotional Work:
o Genuine emotion part of the job
o Common in healthcare, education, human services
o How to "do emotion" is rarely spelled out in these jobs
b) What are the distinctions made between emotional work and emotional labor? -
Correct Answers-• Emotional Work:
o Genuine emotion part of the job
o Common in healthcare, education, human services
o How to "do emotion" is rarely spelled out in these jobs
• Emotional Labor:
o "Managed" emotion expected, part of the job
o Common in customer service work, public relations
o How to "do emotion" is spelled out in these jobs
• Ten five rule- ten feet away eye contact, five feet verbal
• Surface acting: faking being nice, pasting on a smile
• Deep acting: instead of surface acting, you pretend that the passenger on the plane
goes way back
Which form is organizationally mandated? - Correct Answers-• Emotional Labor, Disney
work mandates how people display emotion at work
Explain the model of empathy, communication and burnout - Correct Answers-• Miller,
Stiff and Ellis - developed testing model of communication empathy and burnout for
human service workers, they noted that people choose these occupations because they
are people oriented and feel a high degree of empathy for others they then draw the
conclusion that there are two types of empathy
• Empathic Concern - when an affective person has a nonparallel emotional response,
feeling for another
• Emotional Contagion - feeling with another person, affective response in which an
observer experiences emotion parallel to those of another person
Answers
What does it mean to say we are to rational in our thinking of organizations - Correct
Answers-• Traditional models of organization: Maximizing efficiency in a machine-like
factory, enhancing the effectiveness of organizational systems, making the most of
human resources evening managing corporate culture suggest organization run through
reasoning. Previous models depict organizations as being too rational and not including
emotion.
What are two senses in which organizing involves emotion? - Correct Answers-•
Emotional work and emotional labor
What are examples of sources of stress in the work place? - Correct Answers-• Work
load, deadlines, ineffective management,
• Role ambiguity (not sure what your job is), outside life events,
• Role conflict (job responsibilities are conflicting), conflict in general
What is burnout? - Correct Answers-Refers to a "wearing out" from the pressures of
work. Burnout is a chronic condition that results as daily work stressors take their toll on
employees. A wearing out from the pressures of work. Leads to poor health, lowered
productivity, turn-out. Can also lead to physical damage to you. Wearing out from
pressures at work, strain that results from ongoing stressors; emotional exhaustion,
depersonalization, decreases personal accomplishment
What influence does burnout have on physical and mental health, productivity,
commitment, and turnover? - Correct Answers-• Physical - coronary heart disease and
high blood pressure
• Mental health - lower levels of job satisfaction
• Productivity -
• Commitment - lower levels of commitment as they become disenchanted with a
stressful organization or occupation
• Turnover - the most prevalent behavioral outcome, a nurse becomes a farmer
because they do not want to deal with people anymore
What are the three elements of burnout? - Correct Answers-• Emotional Exhaustion
• Lack of Personal Accomplishment
• Depersonalization
Explain depersonalization, lack of personal accomplishment, and emotional exhaustion
as part of burnout - Correct Answers-• Emotional Exhaustion:
, o The core of burnout
o Workers suffer from emotional exhaustion when they feel fatigued, frustrated, used
up, or unable to face another day on the job
• Lack of Personal Accomplishment:
o Refers to workers who see themselves as failures, incapable of effectively
accomplishing job requirements
• Depersonalization:
o Relevant only to workers who must communicate interpersonally with others as part of
the job
o Workers tend to "view other people through rust-colored glasses-developing a poor
opinion of them, expecting the worst form them and even actively disliking them"
) Explain emotional work. - Correct Answers-• Emotional Work:
o Genuine emotion part of the job
o Common in healthcare, education, human services
o How to "do emotion" is rarely spelled out in these jobs
b) What are the distinctions made between emotional work and emotional labor? -
Correct Answers-• Emotional Work:
o Genuine emotion part of the job
o Common in healthcare, education, human services
o How to "do emotion" is rarely spelled out in these jobs
• Emotional Labor:
o "Managed" emotion expected, part of the job
o Common in customer service work, public relations
o How to "do emotion" is spelled out in these jobs
• Ten five rule- ten feet away eye contact, five feet verbal
• Surface acting: faking being nice, pasting on a smile
• Deep acting: instead of surface acting, you pretend that the passenger on the plane
goes way back
Which form is organizationally mandated? - Correct Answers-• Emotional Labor, Disney
work mandates how people display emotion at work
Explain the model of empathy, communication and burnout - Correct Answers-• Miller,
Stiff and Ellis - developed testing model of communication empathy and burnout for
human service workers, they noted that people choose these occupations because they
are people oriented and feel a high degree of empathy for others they then draw the
conclusion that there are two types of empathy
• Empathic Concern - when an affective person has a nonparallel emotional response,
feeling for another
• Emotional Contagion - feeling with another person, affective response in which an
observer experiences emotion parallel to those of another person
