1-Which of the following statements about emotional labor is NOT true?

A. Emotional labor is associated with employee burnout.

B. Emotional labor is only required of certain jobs, particularly those that involve acting and customer service.

C. Emotional labor can cause problems for employees, particularly if scripts are required and the employee disagrees with the script.

D. The person hired to play Santa Claus at the mall is probably required to stick to a script.

2-A manager practicing mindfulness would most likely NOT be doing which of the following things while he or she is talking with you?

A. focusing on your words

B. thinking about the next task, he or she will tackle after speaking with you

C. looking for nonverbal cues, such as body language

D. creating a nonjudgmental, safe environment of trust in order to have the conversation with you

3-Pairing workers with different backgrounds in terms of age, gender, and race in a one-on-one coaching program would be a course of action to address

A. challenges of a diverse workforce.

B. managerial accountability.

C. employee training.

D. ongoing monitoring.

4-Pete wants to build a legacy and wants security and fair rewards. He is likely a member of which generation?

A. Boomer

B. Traditionalist

C. Millennial

D. Gen Xer

5-Presently, there is little research concerning _________ but the potential impact on the field of organizational behavior is already recognized as a fertile field of study.

A. organizational diversity

B. worker genetic potential

C. organizational neuroscience

D. worker personality differences

6-Which of the following is true with respect to the Minnesota twin studies?

A. An individual's personality fluctuates over time.

B. With respect to motivation at work, heredity plays a bigger role than a person's upbringing, surroundings, and life events.

C. The studies were designed to assess the role that genetic versus environmental factors have on career choices and personality.

D. The studies were problematic because twins aren't necessarily identical.

7-Which of the following statements would likely be made by a manager who practices the broaden-and-build model?

A. Moody people are more likely to affect others. Their moodiness can spread to everyone around them leading to a toxic workplace.

B. Emotions have no place in the workplace. To build a productive workforce employees should keep their emotions to themselves.

C. Emotions are part of the working environment and experience with emotions at work should be used positively in creating a better working environment.

D. Because emotions and moods are contagious, only positive emotions should be fostered at work. Negative emotions should be left at home.

8-You are the director of admissions at a business school who is in charge of adult learners. Many adult learners are continuing their studies after years of being out of school. As a practitioner of emotional intelligence, which statements would you not make in order to make a prospective student feel comfortable?

A. "I know that coming back to school after all this time can be very scary."

B. "School is going to be a lot different for you this time around. You'll be surprised at what you've picked up while you have been dealing with real life."

C. "You've made an excellent decision to continue your education. Get over your fears and just do it."

D. "You'll be surprised to learn how many people are in your shoes. You'll be going to school with peers who will become your friends and colleagues."

9-One of the primary considerations that leaders must keep in mind when working with diverse workforces is

A. articulating a vision.

B. respecting differences.

C. favoring individuals from underrepresented groups.

D. the need to belong.

10-Jeff wants his employees to be mindful. Which of the following is not a step in the mindfulness coaching process:

A. Based on your preparation, start with an empty mind

B. Be nonreactive

C. Always be thinking about what you are going to say next

D. Practice permissive attention

11-________ is an area of research that may help leaders to understand the individual differences, personality, emotions, and mood of their workers.

A. Organizational behavior

B. Mindfulness

C. Organizational psychology

D. Affective events theory

12-Harrison, Price, and Bell reported that differences among group members as overt; biological characteristics are typically reflected in physical features as being described as

A. deep-level diversity.

B. biological diversity.

C. surface-level diversity

D. low-level diversity.

13-You are interviewing for a job with a company that openly espouses the virtues of the Big Five personality traits. Your interview has just asked the following question:

"Tell me about a time when your emotions got the better of you."

Which of the Big Five personality traits is your interviewer most likely trying to assess?

A. openness

B. neuroticism

C. extraversion

D. agreeableness

14-Michaela wants to create a shared culture that all followers can embrace regardless of gender race or ethnicity, age, sexual orientation, and/or disability status. Which of the following statements should she be cognizant of?

A. She should balance needs of organization and employees

B. She should focus solely on the needs of the organization

C. She should focus solely on her needs

D. She should focus solely on the needs of her employees

15-You are attempting to set your best friend up on a date on the assumption that opposites attract. You know that your best friend is: the life of the party; down-to-earth and grounded; does almost everything by the book; and can be relied upon to settle arguments. If she has a fault, she can be impatient and sometimes it's either her way or the highway. What MBTI type are you looking for (in other words, what is the opposite personality type)?

A. ESTP

B. ENTJ

C. ISFJ

D. INFP

16-Which of the following is not true of affective events theory?

A. Integrates personality, emotions, and moods

B. Deals with emotional intelligence development

C. Considers impact of work environment on affect

D. Considers events that trigger emotional reactions

17-Scripts are used by organizations to control customer service interactions. This type of activity is termed _________ because it describes the effort to effectively manage emotions in order to be successful on the job.

A. affective events

B. emotional contagion

C. emotional intelligence

D. emotional labor

18-According to the affective events theory, the area(s) in the work environment that leaders should pay close attention to is (are)

A. characteristics of the job.

B. range of individual differences.

C. organizing frameworks.

D. work events.

19-Roger is interested in applying concepts of organizational neuroscience, which of the following is not an ethical issue he should be aware of?

A. Invasion of privacy

B. Using brain density to justify promotions

C. Source of participants for the studies

D. Applying brain scans to the selection process