Chapter 5: Emotions, Attitudes, and Stress

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affects

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

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emotions

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intense feelings directed at a specific object or person

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23 Terms

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affects

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

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emotions

intense feelings directed at a specific object or person

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moods

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

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emotional contagion

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

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emotional labor

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

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display rules

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

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emotional dissonance

discrepancy between emotions you display and emotions you feel

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emotional labor techniques

surface acting & deep acting

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surface acting

conceal true feelings and display desirable ones

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deep acting

change emotions to match required emotions

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attitudes

learned tendency to consistently respond positively or negatively

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three main elements that form our attitude:

→ cognitive appraisal
→ affective evaluations
→ behavioral intention

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cognitive dissonance

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

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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

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stressors

environmental stimuli that place demands on individuals

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two main types of stressors

challenge & hindrance

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eustress

moderate levels of stressors with positive effects

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distress

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

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burnout

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

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coping

dealing effectively with something difficult

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problem-focused coping

understand the problem and seek practical ways to resolve it

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emotion-focused coping

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

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well-being programs

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