COM 229 Final Exam Questions with Correct Answers Latest Update 2025-2026
bounded rationality - Answers processes limited by cognitive & practical aspects of organizational life
bounded emotionality - Answers processes limited by emotional & perceptive aspects of individuals &
organizational life
surface acting - Answers facade of emotion (e.g., smile, greetings, etc.)
deep acting - Answers imagine & act out a scenario; trick yourself into an emotion
emotional labor - Answers jobs in which workers are expected to display certain feelings in order to
satisfy organizational role expectations
emotional work - Answers people who hold professional positions in industries such as health care,
education, or human service; rarely have instructions on emotion management
true - Answers true or false: individuals in all organizational roles feel emotion in the workplace
emotion at work - Answers emotions that emerge from relationships in the workplace
emotional intelligence - Answers involves both a clear understanding of the emotional needs of the
situation & the self-awareness & self-control necessary for using the right emotional display to cope w/
the situation
stress process - Answers where some aspects of the environment, called stressors, create a strain on the
individual, called burnout, which can lead to negative psychological, physiological, and organizational
outcomes
burnout - Answers a "wearing out" from the pressures of work (e.g., emotional exhaustion,
depersonalization, decreased personal accomplishment)
stressors - Answers environmental factors that are difficult for an individual to deal with (e.g., workload,
role conflict, role ambiguity)
emotional exhaustion - Answers core of the burnout phenomenon; workers feel fatigued, frustrated,
used up, or unable to face another day on the job
lack of personal accomplishment - Answers workers see themselves as failures, incapable of effectively
accomplishing job requirements
depersonalization - Answers workers feel like a cog, begin to dislike others (because they see them as
cogs)
workload - Answers cause of burnout; too much or to difficult work (can also result from too little work)
role conflict - Answers cause of burnout; requirements of 2 roles clash
, role ambiguity - Answers cause of burnout; uncertainty about one's role
outcomes of burnout - Answers physiological, attitudinal, organizational
false - Answers true or false: all stressors will lead to burnout for all individuals
true - Answers true or false: burnout can also result from stressors outside of the workplace
false - Answers true or false: communication does not influence the experience of role conflict & role
ambiguity
emotional contagion - Answers kind of empathy; affective response in which an observer experiences
emotions parallel to those of another person, "feeling with" another
empathic concern - Answers kind of empathy; affective response in which an observer has a nonparallel
emotional response, "feeling for" another
problem-focused coping - Answers dealing directly w/ the causes of burnout, resolve stressor; generates
the most enduring reduction in job-related burnout
appraisal-focused coping - Answers changing the way one thinks about the stressful situation
emotion-focused coping - Answers dealing w/ the negative affective outcomes of burnout
participation in decision making - Answers communicative strategy for coping w/ workplace burnout,
improves worker satisfaction & productivity though enhanced info flow & satisfaction of worker's
higher-order needs
types of social support - Answers emotional (address esteem needs), informational (provision of facts &
advice), instrumental (physical or material assistance)
prejudice - Answers negative attitudes toward an organization member based on his/her culture group
identity
discrimination - Answers observable behavior of negative attitudes toward a person based on his/her
culture group identity
first-generation affirmative action - Answers organization is concerned w/ meeting legally mandated
requirements for gender & ethnic diversity
second-generation affirmative action - Answers firm has met affirmative action goals in term of
numbers, & the emphasis shifts to supporting female & minority employees
prototype - Answers cultural average, still generalization, typically more accurate than stereotype
multicultural organization - Answers moves beyond concept of support for minority members to the
institution of policies that deliberately capitalize on cultural & gender diversity
bounded rationality - Answers processes limited by cognitive & practical aspects of organizational life
bounded emotionality - Answers processes limited by emotional & perceptive aspects of individuals &
organizational life
surface acting - Answers facade of emotion (e.g., smile, greetings, etc.)
deep acting - Answers imagine & act out a scenario; trick yourself into an emotion
emotional labor - Answers jobs in which workers are expected to display certain feelings in order to
satisfy organizational role expectations
emotional work - Answers people who hold professional positions in industries such as health care,
education, or human service; rarely have instructions on emotion management
true - Answers true or false: individuals in all organizational roles feel emotion in the workplace
emotion at work - Answers emotions that emerge from relationships in the workplace
emotional intelligence - Answers involves both a clear understanding of the emotional needs of the
situation & the self-awareness & self-control necessary for using the right emotional display to cope w/
the situation
stress process - Answers where some aspects of the environment, called stressors, create a strain on the
individual, called burnout, which can lead to negative psychological, physiological, and organizational
outcomes
burnout - Answers a "wearing out" from the pressures of work (e.g., emotional exhaustion,
depersonalization, decreased personal accomplishment)
stressors - Answers environmental factors that are difficult for an individual to deal with (e.g., workload,
role conflict, role ambiguity)
emotional exhaustion - Answers core of the burnout phenomenon; workers feel fatigued, frustrated,
used up, or unable to face another day on the job
lack of personal accomplishment - Answers workers see themselves as failures, incapable of effectively
accomplishing job requirements
depersonalization - Answers workers feel like a cog, begin to dislike others (because they see them as
cogs)
workload - Answers cause of burnout; too much or to difficult work (can also result from too little work)
role conflict - Answers cause of burnout; requirements of 2 roles clash
, role ambiguity - Answers cause of burnout; uncertainty about one's role
outcomes of burnout - Answers physiological, attitudinal, organizational
false - Answers true or false: all stressors will lead to burnout for all individuals
true - Answers true or false: burnout can also result from stressors outside of the workplace
false - Answers true or false: communication does not influence the experience of role conflict & role
ambiguity
emotional contagion - Answers kind of empathy; affective response in which an observer experiences
emotions parallel to those of another person, "feeling with" another
empathic concern - Answers kind of empathy; affective response in which an observer has a nonparallel
emotional response, "feeling for" another
problem-focused coping - Answers dealing directly w/ the causes of burnout, resolve stressor; generates
the most enduring reduction in job-related burnout
appraisal-focused coping - Answers changing the way one thinks about the stressful situation
emotion-focused coping - Answers dealing w/ the negative affective outcomes of burnout
participation in decision making - Answers communicative strategy for coping w/ workplace burnout,
improves worker satisfaction & productivity though enhanced info flow & satisfaction of worker's
higher-order needs
types of social support - Answers emotional (address esteem needs), informational (provision of facts &
advice), instrumental (physical or material assistance)
prejudice - Answers negative attitudes toward an organization member based on his/her culture group
identity
discrimination - Answers observable behavior of negative attitudes toward a person based on his/her
culture group identity
first-generation affirmative action - Answers organization is concerned w/ meeting legally mandated
requirements for gender & ethnic diversity
second-generation affirmative action - Answers firm has met affirmative action goals in term of
numbers, & the emphasis shifts to supporting female & minority employees
prototype - Answers cultural average, still generalization, typically more accurate than stereotype
multicultural organization - Answers moves beyond concept of support for minority members to the
institution of policies that deliberately capitalize on cultural & gender diversity
