Chapter 5 – Coping with organizational life : emotions and stress
Accommodative processing (bottom-up processing) acute stressor
Affective events theory (AET)
Anger
Anger management
Assimilative processing (top-down processing)
Burnout
Chronic stressor
Circumplex model of affect
Cognitive appraisal
Daily hassles
Daily uplifts
Desk rage
Display rules
Displayed emotions
A way of processing information in which people carefully observe what’s going on around them so that they can respond to situations appropriately.
Stressors that bring some form of sudden change that threatens us either physically or psychologically, requiring people to make unwanted adjustments.
The theory that identifies various factors that lead to people’s emotional reactions on the job and how these reactions affect those individuals.
A heightened state of emotional arousal (e.g. increased heart rate, rapid breathing, flushed face, sweaty palms, etc.) fueled by cognitive interpretations of situations.
Systematic efforts to reduce people’s emotional feelings of anger and the physiological arousal it causes.
A way of processing information in which people rely on the knowledge already at their disposal instead of taking in new information.
A syndrome of emotional, physical, and mental exhaustion coupled with feelings of low selfesteem or low self-efficacy, resulting from prolonged exposure to intense stress, and the strain reactions following from them.
The most extreme type of stressor, constant and unrelenting in nature, and having a long-term effect on the body, mind, and spirit.
A theory of emotional behavior based on the degree to which emotions are pleasant or unpleasant and the degree to which they make one feel activated (i.e. feeling alert and engaged).
A judgment about the stressfulness of a situation based on the extent to which someone perceives a stressor as threatening and is capable of coping with its demands.
Unpleasant or undesirable events that put people in bad moods.
Pleasant or desirable events that put people in good moods.
Lashing out at others in response to stressful encounters on the job.
Cultural norms about the appropriate ways to express emotions.
Emotions that people show others, which may or

Emotional contagion
Emotional dissonance
Emotional labor
Emotions
Employee assistance programs (EAP’s)
Episodic stressor
Felt emotions
Flight response
Information anxiety
Meditation
Member assistance programs (MAP’s)
Mood
Mood congruence
Presenteeism
Resiliency
Role ambiguity
Role conflict
Role juggling
Self-conscious emotions
Sexual harassment may not be in line with their felt emotions.
The tendency to mimic the emotional expressions of others, converging with them emotionally.
Inconsistencies between the emotions we feel and the emotions we express.
The psychological effort involved in holding back one’s true emotions.
Overt reactions that express feelings about events.
Plans offered by employers that provide their employees with assistance for various personal problems (e.g. substance abuse, career planning, financial and legal problems).
The result of experiencing several acute stressors in a short period of time.
The emotions people actually feel (which may differ from displayed emotions).
An automatic rapid escape from a dangerous situation.
Pressure to store and process a great deal of information in our head and to keep up constantly with gathering it.
The process of learning to clear one’s mind of external thoughts, often by repeating slowly and rhythmically a single syllable (known as a mantra).
Plans offered by trade unions that provide their members with assistance for various personal problems (e.g. substance abuse, career planning, financial and legal problems).
An unfocused, relatively mild feeling that exists as background to our daily experiences.
The tendency to recall positive things when you are in a good mood and to recall negative things when you are in a bad mood.
The practice of showing up for work but being too sick to be able to work effectively.
The extent to which one is able to “bounce back” from potentially stressful situations without being harmed by them.
Uncertainty about what one is expected to do on a job.
Incompatibilities between the various sets of obligations people face.
The need to switch back and forth between the demands of work and family.
Feelings that stem from within, such as shame, guilt, embarrassment and pride.
Unwanted contact or communication of a sexual nature, usually against woman.

Social emotions
Social support
Strain
Stress
Stress management programs
Stressor
Time management
Time-out
Wellness programs
People’s feelings based on information external to themselves, such as pity, envy, jealousy and scorn.
The friendship and support of others, which help minimize reactions to stress.
Deviations from normal states of human functioning resulting from prolonged exposure to stressful events.
The pattern of emotional and physiological reactions occurring in response to demands from within or outside an organization (see stressor).
Systematic efforts to train employees in a variety of techniques that they can use to become less adversely affected by stress.
Any demands, either physical or psychological in nature, encountered during the course of living.
The practice of taking control over how we spend time.
A brief delay in activities designed to reduce mounting tension.
Company-wide programs in which employees receive training regarding things they can do to promote healthy lifestyles.