Amelia works at Alphonse's Pizza House on the weekends, as she studies at Monash University during the week. After dining at the restaurant, a customer is being especially rude to Amelia as she processes their bill at the cash register. Amelia perceives the customer's emotion, asks questions to understand the customer's anger, discusses the situation calmly and settles the bill without getting angry or upset. Amelia is most likely demonstrating a high level ofQuestion 1Select one:Emotional IntelligenceBurnout/emotional exhaustionDeep actingSurface acting

Amelia is working her regular Saturday evening shift at the pizza restaurant. As this is a busy period, the pizza's are coming out of the kitchen quite slowly. Despite numerous attempts to calm angry customers, one decides to yell at Amelia, and calls her stupid. Amelia spends the rest of her shift feeling sad, upset, and wanting to finish early and go home. However, despite the negative emotions inside of her, Amelia puts on a smile for the customer. Amelia is most likely engaging in/experiencingQuestion 2Select one:Hubristic prideAuthentic prideDeep actingSurface acting

For many years, Amelia Airheart ran a boutique hotel in the Perth Hills. Around three years ago, Amelia decided to sell the business and retire. She advertised the business in the local newspaper, describing it as ‘an exciting business opportunity’. Bonnie Boeing saw the advertisement and expressed an interest in buying the hotel. At a meeting, Amelia gave Bonnie the financial records of the business and told her that it was very successful due to its loyal customer base. She added: ‘the rooms are getting a little shabby but with a spruce up and some good marketing you will be able to grow the business even further’. The financial records for the business showed that profits had declined somewhat in recent years but were still healthy. In fact, Amelia had doctored the records. The business had been running at a loss for many years and Amelia was desperate to get it off her hands. Bonnie agreed to buy the hotel for the full asking price of $5 million. She then invested a further $500,000 renovating each of the ten rooms. She replaced all of the carpets, light fittings and curtains, and repainted every room. Bonnie also spent $250,000 updating the plumbing throughout the hotel. When the renovations were complete, she paid another $50,000 for a full page advertisement in the local newspaper, proudly announcing that the hotel was under new management and had re-opened for business. For the next few months, business was slow. By the end of Bonnie’s first year in business there were so few bookings that she made a substantial loss. The losses increased in the next year, and the next. In despair, Bonnie telephoned Amelia. She said: ‘I’m failing here! Can you help?’ Amelia replied: ‘Afraid not. I knew that hotel was a loser. I hadn’t made a profit for years’. Shocked, Bonnie said: ‘I can’t believe you lied to me. I want my money back – now!’ However, Bonnie struggled on for another year before seeking legal advice. Her lawyer told her to immediately walk away from the business and commence proceedings against Amelia. He drafted the writ for her, claiming ‘rescission and/or damages for deceit’. Amelia, meanwhile, invested the $5 million sale price for the hotel in an acreage of land in the forest. She planned to build a large house on the block in which she would see out her retirement. She contracted with Charles Chindberg to construct the house. Charles subcontracted the whole job to Donald Douglas. The contract between Charles and Donald provided for a contract price of $500,000, with $100,000 to be paid up-front and the balance at completion. Donald commenced work, even though Charles had not paid the $100,000 instalment. A couple of days into the job, Donald discovered that the site sat on a bed of caprock which would have to be removed. He informed Charles, saying: ‘This will blow out the budget. We’re talking at least an extra $50,000’. Charles replied: ‘Ah - these things happen. I’ll run it past Amelia but your estimate sounds OK’. Donald didn’t hear back from Charles so got on with the caprock removal. The caprock turned out to be even more extensive than Donald had anticipated and cost $100,000 to remove. About a year later, Donald finished the job and sent Charles an invoice for $600,000. Charles forwarded it to Amelia who exclaimed: ‘This isn’t what we agreed! I’m not paying this!’ Not having been paid by Amelia, Charles was unable to pay anything to Donlad. Shortly afterwards, Charles became insolvent. Answer the following questions: 1. Can Bonnie rescind her contract with Amelia and, if so, what can she recover? 2. Does Donald have a claim for restitution against Amelia or Charles and, if so, in what amount?

Amelia is CEO at a large employment agency providing support to job-seekers across Australia. Recently she has noticed that many of her senior managers appear to be unmotivated and disengaged at work. She has decided to use some of the most recent OB theory to address their low levels of motivation. If she wanted to address their innate need to bond with others, which of the following actions would be most appropriate? a. Make sure that all employees percieve they are being paid fairly to reduce feelings of competition b. Build a culture of sharing of best practice across the organisation to help employees learn from each other c. Make sure that all jobs are designed so employees can regularly acquire new skills  d.  (a) and (b) only

Jeanine's motto is "Check your bad mood at the office door." Even if she's tired or upset, she makes an effort every day to control her emotions in the workplace. This is an example of which component of emotional intelligence?Multiple choice question.Social awarenessSelf-managementRelationship disintegrationRelationship management

As the office manager, Susan was expected to balance a lot of various projects. Recently she has been finding it difficult to balance her own work vs. the work her assistant is supposed to be doing. Rather than directly deal with this anxiety, Susan has been getting sick more frequently. What unconscious strategy is Susan using to deal with her feelings?Multiple Choicerepressiondepressiondetachmentfixation