Managing knowledge we                               don’t want                         Emotion in Organisations           ...
..in work organisations we have become                    all too familiar with the idea that                    ‘rational...
‘..the more bureaucracy is dehumanized the                     more completely it succeeds in eliminating                 ...
emotion at work                          assumptions?Wednesday 15 June 2011What are your assumptions about emotion at work?
TextWednesday 15 June 2011A review of the literature & my own research reveals the following....Emotion is considered eith...
Leave at the door                         Personal        Text       Unpredictable      Out of control                    ...
Wednesday 15 June 2011Emotion research goes in 2 directionsGood - job satisfaction, job performanceBad - workplace stressH...
Emotion engineeringWednesday 15 June 2011The management & control of emotionGoing to mention some processes which inform w...
Emotional                                                LabourWednesday 15 June 2011Arlie Hochschild - The managed heart ...
Smile industries                                                      Control of employees’                               ...
Wednesday 15 June 2011Positive Psychology - only 15 years oldSeligman - alternative to perceived ‘negativity’ of psychoana...
Emotional Intelligence                                                          ‘An optimistic route to                   ...
What do we see?Wednesday 15 June 2011Moral AgendaEmotion is a core part of the political process of organising & controlOr...
Disappointment                         When an expected positive outcome does not                                        m...
emotion rules?Wednesday 15 June 2011What does D tell us about emotion rules?A lot of work goes into hiding the public disp...
emotion rules?        We don’t talk about failureWednesday 15 June 2011What does D tell us about emotion rules?A lot of wo...
emotion rules?        We don’t talk about failure                         Public stories are positiveWednesday 15 June 201...
emotion rules?        We don’t talk about failure                         Public stories are positive          Personal st...
emotion rules?        We don’t talk about failure                         Public stories are positive          Personal st...
emotion rules?        We don’t talk about failure                         Public stories are positive          Personal st...
emotion rules?        We don’t talk about failure                         Public stories are positive          Personal st...
System?Wednesday 15 June 2011What does D tell us about organisational systems?
System?   Emotion is personal & public   at the same timeWednesday 15 June 2011What does D tell us about organisational sy...
System?   Emotion is personal & public   at the same time                         Individuals do ‘work’ on                ...
System?   Emotion is personal & public   at the same time                         Individuals do ‘work’ on                ...
System?   Emotion is personal & public   at the same time                         Individuals do ‘work’ on                ...
System?   Emotion is personal & public   at the same time                         Individuals do ‘work’ on                ...
What might happen if?Wednesday 15 June 2011So - let’s re-imagine emotion at work ....
What might happen if?Leaders felt empowered to express emotion?            We suspended moral judgement?     Orgs were rea...
References                         CARR, A. 1999. The Psychodynamics of                            Organisation Change - I...
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Managing Knowledge We Don't Want - Emotion in Organisations

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15 June 2011

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Managing Knowledge We Don't Want - Emotion in Organisations

  1. 1. Managing knowledge we don’t want Emotion in Organisations Melbourne KMLF 15 June 2011 Annette Clancy & Ian Miller www.inter-actions.bizWednesday 15 June 2011
  2. 2. ..in work organisations we have become all too familiar with the idea that ‘rationality’ along with its close cousin, ‘efficiency’ is the sensible ‘good guy’. In the shadows it seems there lurks a perceived alternative or dichotomous bad guy called ‘emotion’ or ‘emotionality’ Adrian Carr 1999Wednesday 15 June 2011Adrian Carr- University of Western Sydney
  3. 3. ‘..the more bureaucracy is dehumanized the more completely it succeeds in eliminating from official business love, hatred and all purely personal, irrational and emotional elements which escape calculation. This is the specific nature of bureaucracy and it is appraised as its special value’ Max Weber, 1946Wednesday 15 June 2011
  4. 4. emotion at work assumptions?Wednesday 15 June 2011What are your assumptions about emotion at work?
  5. 5. TextWednesday 15 June 2011A review of the literature & my own research reveals the following....Emotion is considered either ‘good’ or ‘bad’ (mainly bad....)
  6. 6. Leave at the door Personal Text Unpredictable Out of control Irrational ‘managed’Wednesday 15 June 2011A review of the literature & my own research reveals the following....Emotion is considered either ‘good’ or ‘bad’ (mainly bad....)
  7. 7. Wednesday 15 June 2011Emotion research goes in 2 directionsGood - job satisfaction, job performanceBad - workplace stressHow has the research been turned into practice in organisations?
  8. 8. Emotion engineeringWednesday 15 June 2011The management & control of emotionGoing to mention some processes which inform work with emotion
  9. 9. Emotional LabourWednesday 15 June 2011Arlie Hochschild - The managed heart 1983Service industries, fast food and airline workersWe have 2 jobs - the work we are hired to do and the management of our own emotions toperform a prescribed emotion required for the doing of the taskWhat is the impact if the internal & external requirements are not aligned?
  10. 10. Smile industries Control of employees’ emotion for commercial gain Emotional Labour ‘Inside-out’ smile ‘Fake it till you make it’ Emotional labourersWednesday 15 June 2011Arlie Hochschild - The managed heart 1983Service industries, fast food and airline workersWe have 2 jobs - the work we are hired to do and the management of our own emotions toperform a prescribed emotion required for the doing of the taskWhat is the impact if the internal & external requirements are not aligned?
  11. 11. Wednesday 15 June 2011Positive Psychology - only 15 years oldSeligman - alternative to perceived ‘negativity’ of psychoanalysis & psychologyThere are positive & negative emotions & it is possible to separate themGood feelings have positive consequences - Organisational harmony, strength, fairness,wisdomAdvances the idea of good & bad - questionable - is it ever good to get angry?
  12. 12. Emotional Intelligence ‘An optimistic route to optimistic outcomes’ Fineman, 2006Wednesday 15 June 2011Daniel Goleman mid 90s -methodology for predicting outstanding performanceLeaders possessing high EI are said to be charasmatic, adept at injecting positive feelingssuch as excitement, enthusiasm & optimism into workPlaces a value on particular types of emotional competence & disputes value of othersAttempt to quantify & cognitise emotionReviews as to impact and effectiveness are mixed
  13. 13. What do we see?Wednesday 15 June 2011Moral AgendaEmotion is a core part of the political process of organising & controlOrganisations now want & are given access to our external as well as internal livesEmotion is ‘safe’ if cognitised & controlled
  14. 14. Disappointment When an expected positive outcome does not materialiseWednesday 15 June 2011Everybody has a storyHidden and under researched in literature - Hidden in organisationsFramed as failure - of the individual or the organisationLocated within individualsPerceived to be personal & unrelated to the environment in which it is generated
  15. 15. emotion rules?Wednesday 15 June 2011What does D tell us about emotion rules?A lot of work goes into hiding the public display of emotionFrom a psychoanalytic perspective we might ask why we spend so much time hidingsomething we think has no value - why is disappointment so dangerous?
  16. 16. emotion rules? We don’t talk about failureWednesday 15 June 2011What does D tell us about emotion rules?A lot of work goes into hiding the public display of emotionFrom a psychoanalytic perspective we might ask why we spend so much time hidingsomething we think has no value - why is disappointment so dangerous?
  17. 17. emotion rules? We don’t talk about failure Public stories are positiveWednesday 15 June 2011What does D tell us about emotion rules?A lot of work goes into hiding the public display of emotionFrom a psychoanalytic perspective we might ask why we spend so much time hidingsomething we think has no value - why is disappointment so dangerous?
  18. 18. emotion rules? We don’t talk about failure Public stories are positive Personal stories are negativeWednesday 15 June 2011What does D tell us about emotion rules?A lot of work goes into hiding the public display of emotionFrom a psychoanalytic perspective we might ask why we spend so much time hidingsomething we think has no value - why is disappointment so dangerous?
  19. 19. emotion rules? We don’t talk about failure Public stories are positive Personal stories are negative Disappointment might be contagiousWednesday 15 June 2011What does D tell us about emotion rules?A lot of work goes into hiding the public display of emotionFrom a psychoanalytic perspective we might ask why we spend so much time hidingsomething we think has no value - why is disappointment so dangerous?
  20. 20. emotion rules? We don’t talk about failure Public stories are positive Personal stories are negative Disappointment might be contagious Disappointment is a ‘bad’ thingWednesday 15 June 2011What does D tell us about emotion rules?A lot of work goes into hiding the public display of emotionFrom a psychoanalytic perspective we might ask why we spend so much time hidingsomething we think has no value - why is disappointment so dangerous?
  21. 21. emotion rules? We don’t talk about failure Public stories are positive Personal stories are negative Disappointment might be contagious Disappointment is a ‘bad’ thing Useful if it’s personalWednesday 15 June 2011What does D tell us about emotion rules?A lot of work goes into hiding the public display of emotionFrom a psychoanalytic perspective we might ask why we spend so much time hidingsomething we think has no value - why is disappointment so dangerous?
  22. 22. System?Wednesday 15 June 2011What does D tell us about organisational systems?
  23. 23. System? Emotion is personal & public at the same timeWednesday 15 June 2011What does D tell us about organisational systems?
  24. 24. System? Emotion is personal & public at the same time Individuals do ‘work’ on behalf of the systemWednesday 15 June 2011What does D tell us about organisational systems?
  25. 25. System? Emotion is personal & public at the same time Individuals do ‘work’ on behalf of the system Individuals protect the fantasy of the organisation ‘ideal’Wednesday 15 June 2011What does D tell us about organisational systems?
  26. 26. System? Emotion is personal & public at the same time Individuals do ‘work’ on behalf of the system Individuals protect the fantasy of the organisation ‘ideal’ Contain ‘failure’ ‘badness’ - the scapegoatWednesday 15 June 2011What does D tell us about organisational systems?
  27. 27. System? Emotion is personal & public at the same time Individuals do ‘work’ on behalf of the system Individuals protect the fantasy of the organisation ‘ideal’ Politics of blame Contain ‘failure’ ‘badness’ - the scapegoatWednesday 15 June 2011What does D tell us about organisational systems?
  28. 28. What might happen if?Wednesday 15 June 2011So - let’s re-imagine emotion at work ....
  29. 29. What might happen if?Leaders felt empowered to express emotion? We suspended moral judgement? Orgs were real & not idealised? Relationship management was everybody’s business? We viewed emotion as a source of systemic intelligence?Wednesday 15 June 2011So - let’s re-imagine emotion at work ....
  30. 30. References CARR, A. 1999. The Psychodynamics of Organisation Change - Identity and the "Reading of Emotion and Emotionality in a Process of Change. Journal of Managerial Psychology, 14, 673-585. FINEMAN, S. 2006. On Being Positive: Concerns and Counterpoints. Academy of Management Review, 31, 270-291. GOLEMAN, D. 1995. Emotional Intelligence:Why it Can Matter More than IQ, New York, Bantam Books. HOCHSCHILD, A. R. 1983. The Managed Heart, Berkley, University of California Press. SELIGMAN, M. E. P., STEEN, T. A., PARK, N. & PETERSON, C. 2005. Positive Psychology Progress - Empirical Validation of Interventions. American Psychologist, 60, 410-421. WEBER, M. 1946. From Max Weber: Essays in Sociology, New York, Oxford University Press.Wednesday 15 June 2011

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