September 17, 2012
Chapter 4 Review Questions
1. Tai was overjoyed when she learned that she would be promoted to a position with higher responsibility and pay. However, even before hearing about the promotion, she believed that the regional manager who made the promotion decision was fair-minded. Use the emotions, attitudes, and behavior model to explain how Tai's emotions and beliefs influence her positive feelings towards the regional manager.
Tia felt a since of fulfillment. She felt as though she was being valued as an employee and her hard work paid off in getting a promotion. The manager most likely realized her great work ethics and her leadership skills. She probably didn’t let external factors interfere with her work and showed a positive attitude through each situation. 2. Explain how an employee's attitudes might be affected by cognitive dissonance. Cognitive dissonance occurs when we perceive an inconsistency between our beliefs, feelings, and behavior. When this inconsistency violets our self-concept, it generates emotions that motivate us to change one or more of these elements. For example, you agreed to accept a foreign posting, even though it didn’t interest you, because you believed it might be necessary for promotion into senior management. However, you later learn that many people become senior managers in the firm without spending any time on foreign assignment. In this situation you will most likely experience cognitive dissonance because of the inconsistency between your beliefs and feeling and behavior. 3. What is emotional labor? What types of jobs involve emotional labor? Emotional labor is the effort, planning, and control needed to express organizationally desired emotions during interpersonal transactions. Emotional labor is higher in jobs requiring a variety of emotions and more intense emotions, as well as in jobs where interaction with clients is frequent and has a longer duration. It also...