IP 348 CH4

Affect

a broad range of feelings that people experience. encompasses both emotions and moods

Emotions

intense, discrete, and short-lived feelings caused by a specific event. action-oriented

Moods

feelings that tend to be longer-lived and less intense than emotions, often lacking a clear contextual stimulus. cognitive in nature

Characteristics of emotions

specific event

brief

specific and numerous

facial expressions

action-oriented

Characteristics of moods

general and unclear cause

last longer — hours or days

general dimensions

generally not indicated by distinct expressions

cognitive

Emotions as action-oriented

lead to immediate physical action

Moods as cognitive

influences how we think and process information

Core categories of emotions

The Six Universal Emotions

Moral Emotions

The Six Universal Emotions (Ekman)

anger

fear

sadness

happiness

disgust

surprise

Moral Emotions

emotions that have moral implications due to instant judgements of a situation. typically learned in childhood and can very significantly between cultures

Examples of moral emotions

sympathy

guilt

shame

contempt

The Structure of Mood

categorised into two primary dimensions: Positive and Negative Affect

Positive Affect (Mood)

a dimension consisting of specific positive emotions such as excitement, self-assurance, and cheerfulness at the high end, and boredom or sluggishness at the low end

Negative Affect (Mood)

a dimension consisting of nervousness, stress, and anxiety at the high end, and relaxation or poise at the low end

Positivity offset

the tendency of most individuals to experience a mildly positive mood at “zero input”

“Zero input”

when nothing particularly is going on

Sources of emotions and moods

personality

time of day

day of week

weather

stress

social activities

sleep

other: exercise, age, gender

Emotions and moods and personality

people have built-in tendencies to experience certain moods and emotions

Affect intensity

individual differences in how strongly people experience their emotions

Time of day and emotions and moods

most people follow a common pattern, experiencing peak positive affect levels during the midpoint of their daily wake period

Day of the week and emotions and moods

individuals generally report being happier toward the end of the week

Weather and moods and emotions

often believed to influence mood, research suggests an Illusionary Correlation

Stress and moods and emotions

even low levels of constant stress can worsen moods and increase negative affect

Social activities and emotions and moods

physical, informal, and dining activities typically increase positive moods

Sleep and moods and emotions

poor sleep quality increases negative affect and impairs decision-making

Age and emotions and moods

older people tend to experience fewer negative emotions

Gender and emotions and moods

women tend to be more emotionally expressive and experience emotions more intensely

Emotional labour

occurs when an employee expresses organisationally desired emotions during interpersonal transaction at work

Dimensions of Emotional Labour

felt emotions

displayed emotions

emotional dissonance

Felt emotions

an individual’s actual emotions

Displayed emotions

emotions that the organisation required workers to show and considers appropriate in a given job

Emotional dissonance

a situation where an employee must project one emotion while feeling another. can lead to exhaustion and burnout

Acting strategies

Surface acting

Deep acting

Surface acting

hiding inner feelings and forcing emotional expression in response to display rules

Deep acting

attempting to modify one’s true inner feelings based on display rules

Characteristics of surface acting

deals with displayed emotions and is associated with high stress and burnout

Characteristics of deep acting

deals with felt emotions and is generally less stressful as the individual is trying to be genuine

Emotional regulation strategies

cognitive reappraisal

social sharing

mindfulness

suppression

Cognitive reappraisal

reframing the outlook of a situation

Social sharing

venting or discussing emotions with others

Mindfulness

receptive attention to and awareness of the present moment

Suppression

pushing down emotional responses

Affective Events Theory (AET)

suggests that employees react emotionally to things that happen to them at work, and these reactions influence their job performance and satisfaction

The process of AET

Work environment

Work events

Personal predispositions

Emotional reactions

Job outcomes

Personal predispositions and AET

personality and mood influence how intensely an individual reacts to work events

Job outcomes and AET

these reactions accumulate to impact job satisfaction and job performance

Emotional Intelligence

a person’s ability to detect and manage emotional cues and information

The Cascading Model of EI

viewed as a sequence of abilities:

conscientiousness → perception

cognitive ability → understanding

emotional stability → recognition

Conscientiousness → perception

the ability to perceive emotions in one

Cognitive ability → understanding

understanding the meaning of emotions and how they transition

Emotional stability → regulation

the ability to to regulate one’s emotions accordingly

Argument for EI

EI has high intuitive appeal; research suggests EI predicts criteria that matter; it is biologically based

Argument against EI

vague concept that is hard to measure; the validity of EI testing is often questioned, as it may just be a measure of personality or intelligence

Implication of emotions and moods for employee selection

managers should consider emotional intelligence when selecting employees, especially for jobs requiring high levels of social interaction

Implications of emotions and moods for decision-making

managers should recognise that positive emotions can improve that speed and quality of decisions and enhance problem-solving

Implications of emotions and moods for creativity

positive moods and active affect can increase flexibility and the generation of novel ideas

Implications of emotions and moods for motivation

positive moods increase expectations of success, which can lead to higher performance

Implications of emotions and moods for leadership

effective leaders can use emotional appeals to communicate messages and energise employees

Implications of emotions and moods for motivation, leadership, and negotiation

feigning anger may sometimes provide an advantage, but positive moods generally produce better long-term deals

Implication of emotions and moods for customer service

managers shouldE recognise emotional contagion

Emotional contagion

an employee’s emotional state can “catch” onto the customer, affecting the customer’s experience and potentially influencing repeat business