Case Incidence - The upside of anger


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  • Person-eg. Seeing a friend at work may make u feel gladEvent- eg. Dealing with a rude client may make u angryBiology- all emotions originate in the brain’s limbic system, which is about the size of a walnut and near our brain stem. People tend to be happiest when their limbic system is relatively inactive n negative emotions such as anger n guilt tend to dominate when d limbic system heats up. women tend to have more active limbic systems than men which explains why women are more susceptible to depression and more likely to bond emotionally with children. But this does not mean tht men are incapable of bondinwid children n thtol depressed ppl r women!!!Intensity: people give different responses to identical emotion-provoking stimuli. In some cases, personality is responsible for the difference. Other times it’s a result of job requirements. People vary in their inherent ability to express emotional intensity. You may know people who almost never show their feelings and in contrast u may know ppl who seem 2 b on n emotional rollercoaster.Jobs make different demands on our emotions. For instance surgeons r expected to be calm n controlled even in stressful situations and conversely lawyers can depend on their ability to alter their emotional intensity as the need arises.Frequency and duration: whether an employee can successfully meet the emotional demands of a given job depends not only on wat emotions need to be displayed and their intensity but also on how frequently and for how long they need to make the effort.
  • Gender: the common belief is tht women are more in touch wid their feelings den men are-thtdey react more emotionally and are better able to read emotions in others. Is dere any truth to dese assumptions?Research tells that women show greater emotional expression den men n experience n display emotions more intensely den men.dey r better at reading nonverbal and paralinguistic cues den are men.
  • Work events modeled include hassles, tasks, autonomy, job demands, emotional labor and uplifting actions. These work events affect employees positively or negatively. Employee mood predisposes the intensity of their reaction. This emotional response intensity therefore affects job performance and satisfaction.Furthermore, other employment variables like effort, leaving, deviance, commitment, and citizenship, are affected.
  • Work events modeled include hassles, tasks, autonomy, job demands, emotional labor and uplifting actions. These work events affect employees positively or negatively. Employee mood predisposes the intensity of their reaction. This emotional response intensity therefore affects job performance and satisfaction.Furthermore, other employment variables like effort, leaving, deviance, commitment, and citizenship, are affected.
  • Dilemma:There are people with whom uhav to work that u just plain don lyk. Regardless ur job requires u 2 interact with these ppl on a regular basis. So u’re forced to feign friendliness.
  • Case Incidence - The upside of anger

    2. 2. EMOTIONS
    3. 3. • An emotion is a mental and physiological state associated with a wide variety of feelings, thoughts and behaviour. Emotions are subjective experiences, often associated with mood, temperament, personality and disposition.• Emotions are intense feelings that are directed at someone or something.• They are reactions to a person or event.• There are various aspects of emotions which include: – The biology of emotions – Intensity – Frequency and duration
    4. 4. MOODS
    5. 5. • A mood is a relatively long lasting emotional state.• Moods differ from simple emotions in that they are less specific, less intense, and less likely to be triggered by a particular stimulus or event.• Moods generally have either a positive or negative valence. In other words, people typically speak of being in a good mood or a bad mood.• Unlike acute, emotional feelings like fear and surprise, moods often last for hours or days.• Mood also differs from temperament or personality traits which are even longer lasting.• Mood is an internal, subjective state, but it often can be inferred from posture and other behaviors.
    6. 6.  Personality  Sleep Day of the Week and Time of the Day  Exercise Weather  Age Stress  Gender Social Activities
    7. 7. • Affective Events Theory (AET) is a model developed by organizational psychologists Howard M. Weiss (Purdue University) and Russell Cropanzano (University of Arizona) to identify how emotions and moods influence job performance and job satisfaction.• The model increases understanding of links between employees and their emotional reaction to things that happen to them at work.
    8. 8. Work environment•Characteristics of the job•Job demands•Requirements for emotionallabor •Emotional Job satisfaction Work Events reactions •Daily hassles •Positive •Daily uplifts Job •Negative performance •Personal dispositions •Personality •Mood
    10. 10. • A researcher doing a case study on emotions in organizations interviewed Laura, 22-year-old customer service representative in Australia.• Various questions asked to Laura about her workplace environment and about how she feels working there.• Laura has strong opinions about her workplace and the emotions displayed by her colleagues.• Workplace: very cold, unproductive, hostile• Emotions prevalent: anger, hatred
    11. 11. Q1. Do you think Laura is justified inher responses to her organization’s culture? Why or why not?
    12. 12. • Yes, justified• Many managers and supervisors labor under the mistaken impression that the level of employee performance on the job is proportional to the size of the employee’s pay packet.• Salary increases and bonuses for performance, in many instances, have a very limited short-term effect.• It is the quality of the employee’s workplace environment that most impacts on their level of motivation and subsequent performance.• Laura’s workplace environment: cold, hostile and unproductive.
    13. 13. • Emotions prevalent: hatred, anger• Seniors did not appreciate the work done by the employees.• Therefore the response of Laura towards her organization was the result of the prevalent work environment at her office and the work attitudes of her colleagues.
    14. 14. Q2. Do you think Laura’s strategic use and display of emotions serve to protect her?
    15. 15. • Yes• Laura does not enjoy working in the environment that is prevalent in her office.• The General Manager’s statement “ Nobody’s indispensible” is very discouraging as it kills the creativeness of employees like Laura.• The only way for her to survive her workplace is by displaying emotions that are not actually felt by her.• Laura displays emotional labor.• Emotional labor is a form of emotional regulation wherein workers are expected to display certain emotions as part of their job, and to promote organizational goals. The intended effects of these emotional displays are on other, targeted people, who can be clients, customers, subordinates or co-workers.
    16. 16. • Emotional labor causes dilemmas for employees.• The true challenge is when employees have to project one emotion while simultaneously feeling another. This disparity is emotional dissonance and it can take a heavy toll on employees.• Laura separated her emotions into felt emotions and displayed emotions.• Felt emotions are an individual’s actual emotions.• Displayed emotions are those that the organization requires workers to show and considers appropriate in a given job.
    17. 17. • So this shield of displayed emotions that Laura had put on actually served to protect her.• She was able to work with her senior managers, whom she didn’t like and she was now much better at telling people off and voice her opinion.• This display of emotions did serve to protect her as no one knew what she actually felt and was able to express herself according to the need of the hour.
    18. 18. Q3. Assuming Laura’s description isaccurate, how would you react to the organization’s culture?
    19. 19.  Strategies for handling a difficult situation:  Always have a Plan B  Never react to verbal abuse or harsh criticism with emotion  Discuss rather than confront  Keep your professional face on  Evaluate your own performance  Gather additional support  Leave work at work
    20. 20. Q4. Research shows that acts of coworkers (37%) and management(22%) cause more negative emotions for employees than do acts of customers (7%). What can Laura’s company do to change its emotional climate?
    21. 21. • Ways to change emotional climate are: – Managers can use humor and lighten the workplace environment. – Appreciate the work of employees and give them rewards for good job done. . – Create a more friendly environment rather than a stressful one. – Create a feeling of co-operation amongst the employees and also help resolve conflicts. – Managers should motivate their employees and encourage them to work more creatively and innovatively.
    22. 22. THANKYOU!!!