Emotions and Moods Answer Key

Emotions and Moods MULTIPLE CHOICE What are Emotions and Moods? 1. Which of the following is a generic term that covers a broad range of feelings that people experience? a. affect b. emotions c. moods d. emotional labor e. cognition a 2. What term is used for intense feelings that are directed at someone or something? a. affect b. cognition c. moods d. thoughts e. emotions e 3. What term is used for feelings that tend to be less intense than emotions? a. affect b. cognition c. moods d. thoughts e. emotions c 4. Erin works on a software help desk. After being yelled at by a customer about the state of her company’s software, she becomes angry, and has to take a short break to calm down. What makes her anger an emotion, rather than a mood? a. it is a simple, unambiguous feeling b. it interferes with her capacity to work effectively c. it has a contextual stimulus d. it can be controlled given some time e. it cannot be controlled when it is elicited c 5. When the team he supports wins the World Cup, Detleb feels a surge of joy, which turns into a feeling of satisfaction that lasts for days. What is one of the reasons that the feeling of satisfaction might be categorized as a mood and not an emotion? a. it is a very strong feeling b. it is brought about by a specific event c. it has a lengthy duration d. it is a positive feeling e. it is not the result of something that Detleb himself has done c 6. Which of the following is not true concerning emotions? a. Some emotions can reduce employee performance. b. Employees bring an emotional component with them to work every day. c. Emotions are neutral factors in organizational behavior. d. In the past, emotions were rarely viewed as being constructive. e. Some emotions can enhance employee performance. c 7. Which of the following statements is true? a. Affect is a type of emotion. b. Affect is a type of mood. c. Affect can be experienced as a mood or an emotion. d. Affect is the result of conscious thought and action. e. Affect is the result of a mood or an emotion. c 8. Which of the following statements is generally accepted by experts? a. moods cause emotions b. emotions cause moods c. moods and emotions are both caused by introspection d. moods and emotions are the same phenomena e. moods and emotions can mutually influence one another e 9. c 10. e 11. Which of the following is not one of the six universal emotions, as agreed upon by most contemporary researchers? a. anger b. fear c. hate d. sadness e. happiness In what part of the brain do all emotions originate? a. neocortex b. cortex c. stem d. hypothalamus e. limbic system Differences in which of the following results in different people giving different responses to identical emotion-provoking stimuli? a. intensity b. consensus c. consistency d. pervasiveness e. personality e 12. When Phineas Gage had an iron bar driven through his brain he _____. a. died immediately b. became uncontrollably violent c. became much more intelligent d. lost the ability to encode new memories e. lost the ability to experience emotions e 13. What does the case of Phineas Gage serve to illustrate? a. effective management b. why women are ineffective managers c. intelligent design d. the effectiveness of the matrix structure e. the importance of emotions on reasoning e 14. Evolutionary psychology has which of the following views on negative emotions such as anger and jealousy? a. they are a biological imperative that cannot be controlled b. they are only negative in the way they make us feel, however they are a great help when we have to interact in complex situations c. they are necessary if we are to function efficiently amid the stresses of contemporary life d. they are vestiges of our past as hunter gatherers that will be lost as we continue to evolve e. they serve a useful adaptive purpose, even if it is not readily apparent e 15. b 16. c 17. e 18. e 19. c According to the evolutionary psychology perspective, a person incapable of experiencing emotions would _____. a. have an evolutionary advantage b. be at an evolutionary disadvantage c. not have either an evolutionary advantage or disadvantage d. have an advantage if they were female and a disadvantage if they were male e. have an advantage if they were male and a disadvantage if they were female Which of the following is not true about emotions? a. They can be positive. b. They can be negative. c. They can be neutral. d. Emotions can affect moods. e. Moods can affect emotions. Which of the following are the categories into which emotions are usually grouped? a. simple and complex b. positive and complex c. complex and negative d. simple and negative e. positive and negative Which of the following is a mood dimension consisting of positive emotions. a. positive regard b. static regard c. negative affect d. emotional range e. positive affect Which of the following is a mood dimension consisting of nervousness, stress and anxiety at one end and relaxation, tranquility, and poise at the other? a. positive regard b. static regard c. negative affect d. emotional range e. positive affect 20. _____ is an emotion that falls into the category of high positive affect. a. Serene b. Elated c. Tense d. Thoughtful e. Fatigued b 21. A researcher finds that people who work in a fish processing plant, doing work that most people find extremely unpleasant, still have a positive mood about 60 percent of the time. Such a finding could most likely be explained by which of the following? a. the altered enhancement effect b. self-elation c. the fundamental attribution error d. self-serving bias e. positivity offset e 22. What is positivity offset? a. having misperceptions of one’s environment b. experiencing self-elation c. experiencing the fundamental attribution error d. when there is negative input most people exhibit a self-serving bias e. at zero input most people experience a mildly positive mood e 23. b 24. Which of the following is the term used for the strength with which individuals experience emotion? a. emotionality b. affect intensity c. crank response d. adaptability e. reflexivity Ben is very prone to experiencing emotions in a much stronger manner than most other people. Things that wouldn’t provoke any significant emotional response in the average person often send him into fits of happiness, anger, or depression. Ben has a high level of which of the following? a. introversion b. negative affect c. extraversion d. positive affect e. affect intensity e 25. On which of the following days do people tend to be in their best moods? a. Monday b. Tuesday c. Wednesday d. Friday e. Sunday d 26. Research suggests which of the following relationships exists between weather and mood? a. b. c. d. e. a moderately positive a moderately negative a strong positive a strong negative weather tends to have little effect on mood e 27. Gerardo believes that every time he picks up a penny he is blessed with good fortune, since the last time he picked up a penny he had a lottery win, and the time before that he got a big bonus at work. Gerardo’s perception is likely a product of a(n) _____. a. conjunction error b. fundamental attribution error c. ultimate attribution error d. self-serving bias e. illusory correlation e 28. a 29. d 30. b 31. Peter is a counselor at a drug treatment program. Today he is under quite a lot of stress: he has a grant proposal to write by the end of the day, he is scheduled to counsel a client who has proved difficult in the past and his supervisor has written him up for being late to work. How will the stress from these events probably affect Peter’s mood? a. gradually worsen his mood b. gradually improve his mood c. suddenly worsen his mood d. suddenly improve his mood e. it will likely have little actual effect on his mood What effect does stress typically have on mood? a. short-term positive b. long-term positive c. short term positive but long term negative d. negative e. small and insignificant Research shows that for most people, the effect of social activities is which of the following?. a. decreases positive mood b. increases positive mood c. increases negative mood d. decreases negative mood e. it will have little effect on mood Valerie is in a negative mood, so she decides to see a movie with her friends to improve her mood. What effect will this activity likely have on her negative mood? a. strongly decrease it b. moderately decrease it c. have little or no effect on it d. moderately increase it e. strongly increase it c 32. Which of the following has been shown to have the greatest effect on lifespan? a. gender b. blood pressure c. cholesterol d. isolation from others e. social company e 33. According to a recent poll, people are getting _____ sleep than they did in the past. a. more b. less c. higher quality d. deeper e. lighter b 34. e 35. Jo has a job interview. Which of the following will probably not have an effect on the way she reacts emotionally to the interview? a. How much sleep Jo had the night before. b. How much exercise Jo regularly gets. c. Jo’s age. d. Jo’s gender. e. The weather on the day of the interview. Which of the following statements is not true about the difference between men and women when it comes to emotional reactions? a. Women show greater emotional expression. b. Men express emotions more intensely. c. Men express anger more frequently. d. Women may have a greater need for social approval. e. Women express emotions more intensely. b 36. Which of the following is not true concerning cultural influences impacting emotions? a. Cultural factors influence what is or isn’t considered as emotionally appropriate. b. What’s acceptable in one culture may seem unusual or even dysfunctional in another. c. All cultures agree on the interpretation they give to emotions. d. There tends to be high agreement on what emotions mean within cultures. e. Culture dictates how we construe emotional displays. c 37. Clare is an upper level manager at a large American company. When her personal assistant is not prompt in performing his duties, she shows her impatience in open displays of anger. Why is such a display unusual in the workplace? a. reprimanding an underling is best done in a distanced and emotionless manner b. displays of negative emotions are usually unacceptable in most American organizations c. legislation has all but eliminated this sort of behavior from the workplace d. most American organizations strive for an emotionally charged climate e. displays of intense emotion tend to undermine performance b 38. When Tahitians are sad, their peers attribute their state to a physical illness. Which of the following facts does this best illustrate? a. the norms for the expression of emotions differ across cultures b. the value people place on emotions varies across cultures? c. the degree to which people experience emotions varies across cultures? d. it’s easier for people to accurately recognize emotions within their own culture than in those of other cultures. e. some cultures’ interpretations of emotions may be very different from those in America e Emotional Labor 39. a 40. If an employee expresses organizationally desired emotions during interpersonal transactions, which of the following is being expressed? a. emotional labor b. negative synergy c. dissonance d. emotional intelligence e. deviance What term is used for those emotions that an organization requires workers to show and considers appropriate in a given job? a. felt b. displayed c. conditional d. required e. mandated b 41. a 42. b 43. a 44. _____ emotions are the emotions an individual actually is experiencing, despite what they might outwardly show. a. Felt b. Displayed c. Conditional d. Exposed e. Suppressed Julie smiles and acts politely towards a customer at her checkout, even though she really deeply dislikes this customer. What is the likely result of the disparity between the emotion Julie displays and the emotions she is actually experiencing? a. felt emotions b. emotional dissonance c. conditional emotional response d. emotional distance e. emotional exposure What do you call the practice of hiding inner feelings by modifying facial expressions? a. surface acting b. deep acting c. emotional subterfuge d. affective camouflage e. repressed affection What do you call the practice of modifying one’s true inner feelings based on display rules? a. surface acting b. deep acting c. emotional subterfuge d. affective camouflage e. repressed affection b 45. d 46. a 47. Surface acting deals only with _____ emotions. a. negative b. weak c. strong d. displayed e. felt Gina and Hanna are teachers. Gina dislikes her students, but pretends she likes them by making sure she acts in a friendly manner toward them. Hanna also dislikes her students, but is trying to change the way she feels about them. Which of these teachers is most likely to feel the most stress from their actions and why? a. Gina, since she has to feign genuine emotion b. Gina, since her deep emotions conflict with what her job requires c. Hanna, since she will probably display her true feelings before she changes her deep emotions d. Hanna, since it is very difficult to change displayed emotion e. Their actions are unlikely to cause stress. For jobs that are cognitively demanding, increasing emotional demands lead to _____ pay. For jobs that are not cognitively demanding, increasing emotional demands lead to _____ pay. a. higher; higher b. lower; lower c. higher; lower d. lower; higher e. there is no relationship between pay and emotional demands c Affective Events Theory 48. What is the name of the theory that has demonstrated that employees react emotionally to things that happen to them at work and that this reaction influences their job performance and satisfaction? a. psychoanalytic theory b. the actor/observer bias c. the theory of planned behavior d. cognitive dissonance theory e. affective events theory e 49. Tests of AET have not shown which of the following to be true? a. both current and past emotions influence job satisfaction at any given time. b. an emotional episode contains elements of both emotions and mood cycles c. moods and emotions fluctuate over time so their effect on performance also fluctuates d. positive emotions have a strong positive influence on job performance e. emotion-driven behaviors are typically short in duration and of high variability d Emotional Intelligence 50. Which of the following is the term used for an assortment of non-cognitive skills, capabilities, and competencies that influence a person’s ability to succeed in coping with environmental demands and pressures. a. b. c. d. e. emotional intelligence AET emotional external constraints affective emotions cognition a 51. Which of the following is not a key component of emotional intelligence? a. self-awareness b. self-management c. commitment d. empathy e. social skills c 52. b 53. Which of the following is the dimension of emotional intelligence that describes the ability to manage your own emotions and impulses? a. self-awareness b. self-management c. commitment d. empathy e. social-skills Emotional intelligence appears to be especially relevant in jobs that demand which of the following? a. social interaction b. commitment c. task structure d. charisma e. leadership skills a 54. Which of the following is not an argument that supports the existence of emotional intelligence? a. EI is practically indistinguishable from the established concepts of intelligence and personality b. High levels of EI are associated with favorable peer review. c. People without the ability to process emotions have been proved to be poor decision makers. d. A high level of EI is a good predictor of job performance. e. It is intuitively appealing a 55. Some researchers doubt the existence of emotional intelligence. Which of the following is an argument they use against it? a. EI assumes that decisions made emotively are superior to those made dispassionately. b. Emotions cannot be measured by testing as can be done for personality or intelligence. c. The tests used to measure EI are too simplistic in what they define as right and wrong answers. d. The concept of EI is so broad and variegated as to render it effectively meaningless. e. People with high EI appear to be high performers in the eyes of others rather than in reality d OB Applications of Emotions and Moods 56. Whether a candidate has high emotional intelligence would not be a significant factor when considering candidates for which of the following jobs? a. An interviewer who assesses candidates in an employment agency. d 57. b. c. d. e. An engineer heading up a team designing a complex software/hardware interface. A meeting planner who must set up meetings for candidates around the world. A copy-editor who seeks out spelling errors and grammatical mistakes in manuscripts. A realtor arranging sales between homeowners and potential buyers Studies show that people who are depressed tend to make poorer decisions than those with a more positive outlook. Why is this thought to be the case? a. they tend to choose an outcome that will confirm their negative worldview b. they search for the perfect solution when rarely is any solution perfect c. they rarely weigh up all the options when making a decision d. they avoid stereotyping and other behaviors that allow them to come to a rapid decision e. they tend to put too great a value on their own ability to affect outcomes b 58. Francine is the head of a group at an ad agency working with copywriters, artists and designers to come up with effective branding of new products. Why is it particularly important for her to keep her team happy? a. people are more conscientious when they are in a good mood b. people are more efficient when they are in a good mood c. people are more productive when they are in a good mood d. people are more cooperative when they are in a good mood e. people are more creative when they are in a good mood e 59. In what way is negotiation different from other activities in the workplace? a. a lack of emotion improves performance b. feeling bad about your performance in a negotiation is likely to improve future performance c. displaying negative emotions such as anger is ineffective d. negative outcomes do not mean that negative emotions will result e. a negative emotional state enhances performance a TRUE/FALSE What are Emotions and Moods? 60. False Moods are intense feelings that are directed at someone or something. 61. True Affect is a generic term that covers a broad range of feelings that people experience. 62. True Good or bad moods can make you more emotional in response to an event. 63. True Moods are feelings that tend to be less intense than emotions. 64. True Emotions are object-specific. 65. True Some emotions can reduce employee performance. 66. Employees bring an emotional component with them to work every day. True 67. False Emotions are neutral factors in organizational behavior. 68. True In the past, emotions were rarely viewed as being constructive. 69. False “Insight” is a broad term that encompasses both emotions and moods. 70. True It is generally accepted that moods and emotions can mutually influence one another. 71. False All emotions originate in the brain’s hypothalamus, 72. Research has identified six universal emotions: anger, fear, sadness, happiness, disgust, and surprise. True 73. Evidence confirms there is no real difference between men and women when it comes to emotional reactions and ability to read others. False 74. Personality and job requirements are two reasons that explain why different people give different responses to identical emotion-provoking stimuli. True 75. True The case of Phineas Gage serves to illustrate the importance of emotions. 76. According to the physiological enhancement perspective, we experience emotions because they enhance our chances of passing on our genes. False 77. False According to the evolutionary psychology perspective, a person incapable of experiencing emotions would have an evolutionary advantage. 78. False Emotions can be neutral. 79. True We can group emotions into positive and negative categories. 80. Negative affect is a mood dimension consisting of nervousness, stress and anxiety at one end and relaxation, tranquility, and poise at the other. True 81. True 82. False Positive affect is a mood dimension consisting of excitement, self-assurance, and cheerfulness at one end and boredom, sluggishness, and tiredness at the other. Elated is an emotion that falls into the category of low negative affect. 83. True Fatigued is an emotion that falls into the category of low positive affect. 84. False Thoughtful is an emotion that falls into the category of high negative affect. 85. False Serene is an emotion that falls into the category of high positive affect. 86. When nothing in particular is going on most individuals experience a mildly positive mood. This is known as positivity offset. True 87. True 88. Affect intensity is an individual difference measuring the strength with which people experience emotion. Eric is very prone to experiencing emotions in a much stronger manner than most other people. Things that wouldn’t provoke any significant emotional response in the average person often send him into fits of happiness, anger, or depression. Eric has a high level of affect intensity. True 89. False People tend to be in their best moods on Sunday. 90. True Research suggests that weather has no effect on mood. 91. An illusory correlation occurs when people associate two events but in reality there is no connection between the events. True 92. True Stress typically has a negative effect on mood. 93. False For most people social activities decrease positive mood. 94. True For most people social activities have little effect on negative mood. 95. True Social company has been shown to have a large positive effect on lifespan. 96. There tends to be high agreement on what emotions mean within cultures, but not between cultures. True 97. True According to a recent poll, people are getting progressively less sleep. 98. True Women generally show greater emotional expression than do men. 99. Men generally express emotions more intensely than do women. 100. True Men generally express anger more frequently than do women. 101. True Women may have a greater need for social approval than do men. 102. True Woman generally can read emotions better than men. 103. True Cultural factors influence what is or isn’t considered as emotionally appropriate. 104. True What’s acceptable in one culture may seem unusual or even dysfunctional in another. 105. False All cultures tend to agree on the interpretation given to emotions. 106. It is likely that most people within a given culture would agree on what a particular emotion means. True 107. True Culture dictates how we construe emotional displays. 108. True The concept of emotional labor originally developed in relation to service jobs. 109. In a highly individualistic culture an observer seeing a happy expression on a friend’s face would tend to think that the friend is happy because of something the observer has done. False 110. True When Tahitians are sad their emotion is typically attributed to physical illness. Emotional Labor 111. If an employee expresses organizationally desired emotions during interpersonal transactions, the employee is performing emotional labor. True 112. Emotions that are organizationally required and considered appropriate in a given job are termed displayed emotions. True 113. False Conditional emotions are an individual’s actual emotions. 114. False Displayed emotions and felt emotions are generally the same. 115. False Displayed emotions are innate. 116. True Felt emotions are an individual’s actual emotions. 117. False Deep acting is hiding inner feelings by modifying facial expressions. 118. True Deep acting involves modifying inner feelings. 119. False Surface acting deals only with strong emotions. 120. True Deep acting deals only with felt emotions. 121. True The correlation between the cognitive demands of jobs and compensation is high. 122. False The correlation between the emotional demands of jobs and compensation is high. Affective Events Theory 123. Affective events theory demonstrates that employees react emotionally to things that happen to them at work and that this reaction influences their job performance and satisfaction. True Emotional Intelligence 124. True Self-awareness is a dimension of emotional intelligence? 125. True Self-management is a key component of emotional intelligence. 126. False Self-management is being aware of what you are feeling 127. Emotional intelligence appears to be especially relevant in jobs that demand a high degree of social interaction. True 128. True Studies of U.S. presidents seem to show that the ones judged the most successful had high EI. 129. False Studies have not shown a clear correlation between emotional intelligence and performance. 130. True Critics of EI have criticized it for being poorly defined. 131. False Cognitive ability accounts for more than 85% of star performance in top leaders. 132. The ability to effectively manage emotions may be critical to success in leadership positions. True 133. True Emotions can hinder performance. 134. True Emotions can enhance performance. 135. Emotional labor recognizes that feelings should be stifled because they are detrimental to a job’s required behavior. False 136. True Emotional intelligence is an essential element in leadership effectiveness. 137. Recent studies indicate that emotional intelligence is the best predictor of who will emerge as a leader. True 138. True People who are good at reading others’ emotions may be more effective in their jobs. OB Applications of Emotions and Moods 139. One clear application of EI is in screening candidates for positions that require a great deal of social interaction. True 140. People in good moods are less likely to cut corners by using rules of thumb to help them make decisions False 141. A cycle can exist in which positive moods cause people to be more creative, which leads to positive feedback from those observing their work, which in turn results in a positive mood. True 142. Managers should ignore emotional elements in interpersonal conflicts between their staff, and instead focus on rational and task-related concerns. False 143. Several studies have shown that negotiators who fake anger in a negotiation can win an advantage over their opponents by doing so. True 144. For most people, it appears that a negative mood resulting from a bad day at work does not carry over to the next day. True 145. Research indicates that when leaders are in good moods, group members are more positive, and as a result the members cooperate more. True SCENARIO-BASED QUESTIONS Application of Emotional Intelligence and Leadership Effectiveness As the CEO of a corporation, you have learned to understand the role of emotional intelligence in the workplace. You have worked hard to develop emotional intelligence in your vice-presidents, but believe that some are still struggling. Alan, the V.P. of Employee Relations, does a great job in most respects, but you have noticed that he is very concerned about his image and does not take joking about his abilities well. Beth, your V.P. of Engineering, is comfortable with the status quo and likes to know exactly what to expect. Clem, who is the V.P. of Marketing, has driven his department to new successes in sales, but also by driving them so hard has created new records of turnover ofemployees. Denise has led Production well, but has scoffed at the trend in the industry to create production teams, and is generally fairly blunt when giving her opinion of others’ ideas. Finally, Emmet, the V.P. of Finance, seems to always be negative about the future of the company, even though the troubles that beset the company several years ago have been overcome. Based on these observations, you believe that each one is particularly lacking in one of the key components of emotional intelligence. 146. You would say that Emmet is lacking in _____. a. self-awareness b. self-motivation c. empathy d. social skills e. self-management b 147. You would say that Denise is lacking in _____. a. self-awareness b. self-management c. empathy d. social skills e. self-motivation d 148. You would say that Clem is lacking in _____. a. self-awareness b. self-management c. empathy d. social skills e. self-motivation c 149. You would say that Beth is lacking in _____. a. self-awareness b. self-management c. empathy d. self-motivation e. social skills b 150. You would say that Alan is lacking in _____. a. self-awareness b. self-management c. empathy d. social skills e. self-motivation a SHORT DISCUSSION QUESTIONS 151. What is the difference between felt emotions and displayed emotions? You can better understand emotions if you separate them into felt versus displayed. Felt emotions are an individual’s actual emotions. In contrast, displayed emotions are those that are organizationally-required and considered appropriate in a given job. The key point here is that felt and displayed emotions are often different. (Pages 274) 152. Explain the differences between the following terms: affect, emotions, and moods. Affect is a generic term that covers a broad range of feelings that people experience. It’s an umbrella concept that encompasses both emotions and moods. Emotions are intense feelings that are directed at someone or something. Finally, moods are feelings that tend to be less intense than emotions and which lack a contextual stimulus. (Page 260) MEDIUM LENGTH DISCUSSION QUESTIONS 153. What is emotional intelligence? Emotional intelligence refers to an assortment of non-cognitive skills, capabilities, and competencies that influence a person’s ability to succeed in coping with environmental demands and pressure. A high level of EI allows individuals to detect and manage emotional cues and information. Without EI, a person can have outstanding training, a highly analytical mind, a long-term vision, and an endless supply of terrific ideas, but still not make a great leader. This is especially true as individuals move up in an organization. The evidence indicates that the higher the rank of a person considered to be a star performer, the more that EI capabilities surface as the reason for his or her effectiveness. Specifically, when star performers were compared with average ones in senior management positions, nearly 90 percent of the difference in their effectiveness was attributable to EI factors rather than basic intelligence. (Page 278) 154. What are the five dimensions of emotional intelligence? Emotional intelligence is composed of five dimensions. Self-awareness is being aware of what you’re feeling. Self-management is the ability to manage one’s own emotions and impulses. Self-motivation is the ability to persist in the face of setbacks and failures. Empathy is the ability to sense how others are feeling. Social skill is the ability to handle the emotions of others. (Page 278) 155. Discuss whether there are gender differences regarding emotions. The evidence confirms differences between men and women when it comes to emotional reactions and ability to read others. In contrasting the genders, women show greater emotional expression than men; they experience emotions more intensely; and they display more frequent expressions of both positive and negative emotions, except anger. In contrast to men, women also report more comfort in expressing emotions. Finally, women are better at reading nonverbal and paralinguistic cues than are men. These differences may be explained by the way men and women have been socialized, that women may have more innate ability to read others and present their emotions than do men, and women may have a greater need for social approval, and thus a higher propensity to show positive emotions. (Page 262-263) COMPREHENSIVE ESSAYS 156. Explain the importance of EI (emotional intelligence) and explain its five key components. EI is emotional intelligence. The five components of emotional intelligence are selfawareness, self-management, self-motivation, empathy, and social skills. Leaders need basic intelligence and job-relevant knowledge, but these are only threshold capabilities. The possession of EI allows an individual to become a star performer. Self-awareness is exhibited by self-confident, realistic self-assessment, and a self-deprecating sense of humor. Self-management is exhibited by trustworthiness and integrity, comfort with ambiguity, and openness to change. Self-motivation is exhibited by a strong drive to achieve, optimism, and high organizational commitment. Empathy is exhibited by expertise in building and retaining talent, cross-cultural sensitivity, and service to clients and customers. Social skills are exhibited by the ability to lead change, persuasiveness, and expertise in building and leading teams. (Pages 278)