Read the case and answer the questions that follow:-
On November 26, 2008, about 35 employees of Taj Hotel Mumbai, led by a 24-year old banquet manager, Mallika, were assigned to manage the event in a second-floor banquet room. As they served the main course, they heard what they thought were fireworks at a nearby wedding. In reality, these were the first gunshots from terrorists who were storming the Taj Hotel, Mumbai.
The staff quickly realised something was wrong. Mallika locked the doors and turned off the lights. She asked everyone to lie down quietly under tables and refrain from using cell phones. The group stayed there all night, listening to the terrorists rampaging through the hotel, hurling grenades, firing automatic weapons, and tearing the place apart. During the onslaught on the Taj Mumbai, 31 people died and 28 were hurt, but the very next day the hotel received praise. Its guests were overwhelmed by employees’ dedication to duty, their desire to protect guests without considering their own personal safety, and their quick thinking. As many as 11 Taj Mumbai employees—a third of the hotel’s casualties—laid down their lives while helping around 1,200 to 1,500 guests escape.
(i) In reality, these were the first gunshots from terrorists who were storming the Taj Hotel, Mumbai. The staff quickly realized something was wrong. Which stage of the General Adaptation Syndrome model were the staff in?
a. Resistance
b. Alarm reaction
c. Exhaustion
d. Burnout
(ii) ‘Mallika locked the doors and turned off the lights. She asked everyone to lie down quietly under tables and refrain from using cell phones.’ From these lines, identify the coping strategy used by Mallika.
a. Task-oriented
b. Avoidance-oriented
c. Emotion-oriented
d. Biofeedback
(iii) Which of the following set of words best describe Mallika’s hardiness?
a. Commitment, confidence, control
b. Challenge, control, calmness
c. Commitment, control, challenge
d. Control, commitment, conviction
(iv) Selye’s GAS model has been criticised largely for assigning limited role to ………...factors.
a. Biological
b. Physical
c. Physiological
d. Psychological
