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| attention | Being consciously aware of something or someone. (See page(s) 24) |
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| attitude | Learned predisposition toward a given object, person, or situation. (See page(s) 33) |
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| causal attributions | Perceived causes of behaviour. (See page(s) 29) |
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| cognition | A person's knowledge, opinions, or beliefs. (See page(s) 24) |
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| cognitive categories | Mental depositories for storing information. (See page(s) 25) |
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| emotional contagion | One person's emotion spreading to others. (See page(s) 38) |
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| emotional dissonance | Conflict between organizationally desired and true emotions. (See page(s) 34) |
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| emotional intelligence | The ability to recognize emotions in one's self and others, taking advantage of helpful ones and keeping control over destructive ones. (See page(s) 35) |
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| emotional labour | Job requirement that employees must suppress felt emotions and display organizationally desired emotions during interpersonal transactions. (See page(s) 34) |
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| emotions | Intense feelings in reaction to personal achievements and setbacks that may be felt and displayed. (See page(s) 34) |
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| fundamental attribution bias | Ignoring environmental factors that affect behaviour. (See page(s) 30) |
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| job satisfaction | An attitude concerning one's job. (See page(s) 33) |
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| learned helplessness | Debilitating lack of faith in one's ability to control the situation. (See page(s) 28) |
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| locus of control | Belief regarding whether one's behaviour and its consequences are due to internal versus external factors. (See page(s) 32) |
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| perception | Process of interpreting one's environment. (See page(s) 24) |
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| personality | Stable physical and mental characteristics responsible for a person's identity. (See page(s) 31) |
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| self-efficacy | Belief in one's ability to do a task. (See page(s) 27) |
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| self-esteem | One's overall self-evaluation. (See page(s) 27) |
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| self-monitoring | Observing one's own behaviour and adapting it to the situation. (See page(s) 29) |
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| self-perception | Person's perception of him- or herself as a physical, social, spiritual being. (See page(s) 27) |
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| self-serving bias | Taking more personal responsibility for success than failure. (See page(s) 30) |
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| stereotype | Beliefs about the characteristics of a group. (See page(s) 25) |