Chapter 5: Emotions, Attitudes, and Stress

test #2

affects

broad term covering a wide range of feelings, including emotions and moods

emotions

intense feelings directed at a specific object or person

moods

less intense and more generalized feelings not directed at a specific object

emotional contagion

when emotions experienced by one or more individuals in a work group spreads to others

emotional labor

the process of managing our feelings so that we present situationally appropriate emotions even when they are contrary to our actual feelings

display rules

basic norms that govern which emotions should be displayed and which should be suppressed

emotional dissonance

discrepancy between emotions you display and emotions you feel

emotional labor techniques

surface acting & deep acting

surface acting

conceal true feelings and display desirable ones

deep acting

change emotions to match required emotions

attitudes

learned tendency to consistently respond positively or negatively

three main elements that form our attitude:

→ cognitive appraisal
→ affective evaluations
→ behavioral intention

cognitive dissonance

stress and discomfort experienced when facing inconsistency among your beliefs, attitudes, values, and behaviors

stress

response that occurs when a person perceives a situation as threatening to his/her well-being or when his/her resources have been exceeded

stressors

environmental stimuli that place demands on individuals

two main types of stressors

challenge & hindrance

eustress

moderate levels of stressors with positive effects

distress

high levels of stressors that have destructive and negative effects on effort and performance

burnout

“a syndrome conceptualized as resulting from chronic workplace stress has not been successfully managed”

coping

dealing effectively with something difficult

problem-focused coping

understand the problem and seek practical ways to resolve it

emotion-focused coping

change someone’s emotional reaction, positive language, distracting techniques

well-being programs

holistic approach taken by organizations to provide support in the areas of physical and mental health