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Chapter 8 - Emotions & moods

What are emotions and moods?

  • Affect: broad range of feelings that people experience.

  • Emotions: intense feelings that are directed at someone/something.

  • Moods: feelings that tend to be less intense than emotions and that lack a contextual stimulus.

  • Positive affect: mood dimension that consists of specific positive emotions such as excitement, self-assurance and cheerfulness at the high end and boredom, sluggishness and tiredness at the low end.

  • Negative affect: mood dimensions that consists of emotions such as nervousness, stress and anxiety at the high end and relaxation, tranquility and poise at the low end.

  • Positivity offset: tendency of most individuals to experience a mildly positive mood at zero input (when nothing in particular is going on).

  • Evolutionary psychology: area of inquiry which argues that we must experience the emotions we do because they serve a purpose.

  • Sources of emotions and moods

    • Personality

      • Affect intensity: individual differences in the strength with which individuals experience their emotions.

    • Time of the day

    • Day of the week

    • Weather

      • Illusory correlation: tendency of people to associate two events when in reality there is no connection.

    • Stress

    • Social activities

    • Exercise

    • Age

    • Gender

Emotional labour

  • Emotional labour: situation in which an employee expresses organizationally desired emotions during interpersonal transactions at work.

  • Emotional dissonance: inconsistencies between the emotions people feel and the emotions they project.

  • Felt emotions: individual’s actual emotions.

  • Displayed emotions: emotions that are organizationally required and considered appropriate in a given job.

  • Surface acting: hiding one’s inner feeling and forgoing emotional expressions in response to display rules.

  • Deep acting: trying to modify one’s true inner feelings based on display rules.

Affective events theory (AET)

  • Affective events theory (AET): model which suggests that workplace events cause emotional reactions the part of employees, which then influence workplace attitudes and behaviors.

Affective events theory

Emotional intelligence (EI)

  • Emotional intelligence (EI): ability to detect and to manage emotional cues and information.

A cascading model of emotional intelligence

Emotion regulation

  • Strategies for emotion regulation and their likely effects

    • Being able to identify and modify the emotions you feel

    • Strategies include acknowledgement rather than suppressing our emotional response

    • Re-evaluating events as they occur

    • Venting is another technique (expressing emotions outwardly).

OB applications of emotions and moods

  • Selection → emotional intelligence (EI) is a factor that employers should consider when hiring especially when there is a high level of social interaction involved.

  • Decision-making → positive moods and emotions help when decision making, depends but a recent study says negative moods are worse when making decisions.

  • Creativity → people in good moods tend to be more creative than people in bad moods, they produce more original ideas, more flexible and open in thinking.

  • Motivation → organizations that promote positive moods are likely to have more motivated workers.

  • Leadership → effective leaders rely on emotional appeal to help convey their messages, expression of emotions in speeches is often the critical element that makes us accept or reject a leaders message.

  • Negotiation → negotiation is an emotional process, skilled negotiator has a “poker face”.

  • Customer service → workers emotional state influences customer service, influences level of repeat business and level of customer satisfaction.

    • Emotional contagion: process by which people’s emotions are caused by the emotions of others.

  • Job attitudes → people who have a good day at work tend to be in a better mood that evening at work.

  • Deviant workplace behaviors → violating established norms provoke negative emotions, people who feel negative emotions are more likely to participate in short-term deviant workplace behaviors.

  • Safety and injury at work → employers might improve health and safety by ensuring that workers are engaged in potentially dangerous activities when they are in a bad mood.

  • How managers can influence moods → managers can use humor and give their employees small tokens of appreciation for work well done.

Chapter 8 - Emotions & moods

What are emotions and moods?

  • Affect: broad range of feelings that people experience.

  • Emotions: intense feelings that are directed at someone/something.

  • Moods: feelings that tend to be less intense than emotions and that lack a contextual stimulus.

  • Positive affect: mood dimension that consists of specific positive emotions such as excitement, self-assurance and cheerfulness at the high end and boredom, sluggishness and tiredness at the low end.

  • Negative affect: mood dimensions that consists of emotions such as nervousness, stress and anxiety at the high end and relaxation, tranquility and poise at the low end.

  • Positivity offset: tendency of most individuals to experience a mildly positive mood at zero input (when nothing in particular is going on).

  • Evolutionary psychology: area of inquiry which argues that we must experience the emotions we do because they serve a purpose.

  • Sources of emotions and moods

    • Personality

      • Affect intensity: individual differences in the strength with which individuals experience their emotions.

    • Time of the day

    • Day of the week

    • Weather

      • Illusory correlation: tendency of people to associate two events when in reality there is no connection.

    • Stress

    • Social activities

    • Exercise

    • Age

    • Gender

Emotional labour

  • Emotional labour: situation in which an employee expresses organizationally desired emotions during interpersonal transactions at work.

  • Emotional dissonance: inconsistencies between the emotions people feel and the emotions they project.

  • Felt emotions: individual’s actual emotions.

  • Displayed emotions: emotions that are organizationally required and considered appropriate in a given job.

  • Surface acting: hiding one’s inner feeling and forgoing emotional expressions in response to display rules.

  • Deep acting: trying to modify one’s true inner feelings based on display rules.

Affective events theory (AET)

  • Affective events theory (AET): model which suggests that workplace events cause emotional reactions the part of employees, which then influence workplace attitudes and behaviors.

Affective events theory

Emotional intelligence (EI)

  • Emotional intelligence (EI): ability to detect and to manage emotional cues and information.

A cascading model of emotional intelligence

Emotion regulation

  • Strategies for emotion regulation and their likely effects

    • Being able to identify and modify the emotions you feel

    • Strategies include acknowledgement rather than suppressing our emotional response

    • Re-evaluating events as they occur

    • Venting is another technique (expressing emotions outwardly).

OB applications of emotions and moods

  • Selection → emotional intelligence (EI) is a factor that employers should consider when hiring especially when there is a high level of social interaction involved.

  • Decision-making → positive moods and emotions help when decision making, depends but a recent study says negative moods are worse when making decisions.

  • Creativity → people in good moods tend to be more creative than people in bad moods, they produce more original ideas, more flexible and open in thinking.

  • Motivation → organizations that promote positive moods are likely to have more motivated workers.

  • Leadership → effective leaders rely on emotional appeal to help convey their messages, expression of emotions in speeches is often the critical element that makes us accept or reject a leaders message.

  • Negotiation → negotiation is an emotional process, skilled negotiator has a “poker face”.

  • Customer service → workers emotional state influences customer service, influences level of repeat business and level of customer satisfaction.

    • Emotional contagion: process by which people’s emotions are caused by the emotions of others.

  • Job attitudes → people who have a good day at work tend to be in a better mood that evening at work.

  • Deviant workplace behaviors → violating established norms provoke negative emotions, people who feel negative emotions are more likely to participate in short-term deviant workplace behaviors.

  • Safety and injury at work → employers might improve health and safety by ensuring that workers are engaged in potentially dangerous activities when they are in a bad mood.

  • How managers can influence moods → managers can use humor and give their employees small tokens of appreciation for work well done.

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