Chapter 2: Workplace Emotions, Attitudes, and Job Satisfaction
Emotions and Moods in the Workplace
Affect: Broad term for feelings people experience.
Emotions: Intense, short-lived feelings (e.g., anger, joy) triggered by specific events.
Moods: Less intense, longer-lasting feelings without a clear cause (e.g., feeling gloomy or cheerful).
Categories of Emotions (Robert Plutchik’s Wheel):
Basic emotions: Anger, fear, joy, sadness, surprise, disgust, trust, anticipation.
Mixed emotions: Combinations like love (joy + trust) or remorse (sadness + disgust).
What Influences Emotions/Moods?
1. Personality: Some people naturally feel emotions more strongly.
2. Weather: Sunny days often improve mood.
3. Stress: High stress worsens mood.
4. Social Activities: Time with friends boosts positivity.
5. Sleep: Poor sleep = bad mood.
6. Exercise: Regular activity improves mood.
7. Age: Older adults tend to have more positive moods.
8. Gender: Women often express emotions more openly.
Emotional Labour
Definition: Faking emotions at work (e.g., smiling even when upset).
Display Rules:
- *Feeling rules*: What you *should* feel (e.g., "Stay calm with rude customers").
- *Expression rules*: How you *show* emotions (e.g., "Always greet clients politely").
- **Emotional Dissonance**: Stress from hiding true feelings (e.g., pretending to be happy when frustrated).
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#### **2. Attitudes**
- **Definition**: Your positive/negative feelings about things (e.g., "I love my job" or "My boss is unfair").
- **Three Parts (ABC Model)**:
1. **Cognitive**: Beliefs/thoughts (e.g., "My job is meaningful").
2. **Affective**: Emotions (e.g., "I feel proud of my work").
3. **Behavioural**: Actions (e.g., "I work extra hours because I care").
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#### **3. Job Satisfaction**
- **Definition**: How happy someone is with their job.
- **Why It Matters**: Affects productivity, turnover, health, and teamwork.
**How to Measure Job Satisfaction**:
1. **Single Global Rating**: One question (e.g., "Rate your job from 1–10").
2. **Summation of Job Facets**: Rates multiple areas (pay, coworkers, promotions, etc.).
**What Causes Job Satisfaction?**
- Interesting work
- Fair pay/rewards
- Good bosses
- Friendly coworkers
- Work-life balance
- Safe/comfortable workplace
**Effects of High Job Satisfaction**:
- Less stress, better health
- Stronger teamwork
- Willingness to go "above and beyond"
- Lower turnover (employees stay longer)
**Signs of Job Dissatisfaction**:
- Complaining often
- Skipping work
- Being rude to coworkers
- Quitting
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#### **Key Takeaways**
- Emotions are short and strong; moods last longer.
- Personality, sleep, and stress affect moods.
- Emotional labour = acting happy at work (can be stressful).
- Attitudes combine thoughts, feelings, and actions.
- Happy employees = better for companies (less quitting, more effort).
- Dissatisfaction leads to bad behavior or quitting.
**Examples**:
- *Emotional labour*: A nurse stays calm with a yelling patient.
- *Job satisfaction*: An employee stays late because they love their team.
- *Dissatisfaction*: A worker starts arriving late because they hate their boss.