Chapter 4 Emotions, Attitudes, and Job Satisfacti.docx

Chapter 4
Emotions, Attitudes, and Job Satisfaction
Nothing beats feeling good
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Chapter 4 Study Questions
What are emotions and moods?
How do emotions and moods influence behavior?
What are attitudes and how do they influence behavior?
What are the job satisfaction trends and Issues?
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Copyright © 2014 John Wiley & Sons, Inc.
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Affect
Range of emotions and moods that people experience in their
life context.
Emotions are strong positive or negative feelings directed
toward something or someone.

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Emotional intelligence (EI)
Ability to understand emotions in ourselves and others and to
use that understanding to manage relationships effectively.
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If you are good at knowing and managing your emotions and are
good at reading others’ emotions, you may perform better while
interacting with other people. This applies to work and life in
general, and to leadership situations.
Figure 4.1: Four key emotional intelligence competencies
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Figure 4.1
The four emotional intelligence competencies are self-
awareness, social awareness, self-management, and relationship
management.
Self-awareness - The ability to understand our emotions and
their impact on us and others.
Social awareness - The ability to empathize and understand the
emotions of others.
Self-management – The ability to think before acting and
control disruptive impulses.
Relationship management - The ability to establish rapport with
others to build good relationships.
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Self-conscious emotions
Arise from internal sources (shame, guilt, embarrassment,
pride) and helps individuals regulate their relationships with
others.
Social emotions
Arise from external sources (pity, envy, jealousy) and
information.
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Moods
Generalized positive or negative feelings or states of mind.
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Moods can persist over time and can affect an individual’s
likeability and job performance.
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Figure 4.2: What are emotions and moods?
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Figure 4.2
In general, emotions are intense feelings directed at someone or
something; they always have rather specific triggers; and they
come in many types—anger, fear, happiness, and the like.
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Joy

Sadness
Love
Anger
Surprise
Fear
Major Emotions
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Moods tend to be more generalized positive or negative
feelings. They are less intense than emotions and most often
seem to lack a clear source; it’s often hard to identify how or
why we end up in a particular mood. But moods tend to be more
long-lasting than emotions.
How do emotions and moods influence behavior in
organizations?
Emotion and mood contagion – spillover effects of one’s
emotions and mood onto others.
Emotional labor – relates to the need to show certain emotions
in order to perform a job well.
Emotional dissonance – emotions we actually feel are
inconsistent with the emotions we try to project.
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Evidence shows that positive and negative emotions are

“contagious” in much the same ways, even though the tendency
may not be well recognized in work settings. The positive
attitude of up beat leaders is often reflected in their employees.
Emotional labor isn’t always easy; it can be hard to be
consistently “on” in displaying the desired emotions in one’s
work. If you’re having a bad mood day or have just experienced
an emotional run-in with a neighbor, for example, being
“happy” and “helpful” with a demanding customer might seem a
little much to ask.
Emotional dissonance often requires almost constant self-
regulation to display organizationally desired emotions in one’s
job. Imagine, for example, how often service workers struggling
with personal emotions and moods experience dissonance when
having to act positive toward customers.
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organizations?
Deep acting
Trying to modify feelings to better fit the situation.
Surface acting
Hiding true feelings while displaying different ones.
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Deep acting and surface acting are two terms reflecting ways of

dealing with emotional dissonance.
organizations?
Display rules
The degree to which it is appropriate to display emotions.
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Norms for emotional expression vary across cultures.
Collectivist cultures, such as Japan, emphasize group
relationships. individual emotional displays are less likely to
occur and less likely to be accepted in individualistic cultures.
Figure 4.3 Figurative Summary of Affective Events Theory
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Figure 4.3
Affective Events Theory summarizes the discussion of
emotions, moods, and human behavior in organizations. The
basic notion of the theory is that our emotions and moods are
influenced by events involving other people and situations. Our

emotions and moods, in turn, influence the work performance
and satisfaction of us and others.
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Attitude
Predisposition to respond in a positive or negative way to
someone or something in one’s environment.
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Attitudes are inferred from the things people say or through
their behavior. Attitudes are influenced by values and are
acquired from the same sources— friends, teachers, parents,
role models, and culture. Attitudes, however, focus on specific
people or objects.
What are attitudes and how do they influence behavior ?
Cognitive component
Reflects underlying beliefs, opinions, knowledge, or
information a person possesses.
Affective component
Specific feeling regarding the personal impact of the antecedent
condition evidenced in the cognitive component.
Behavioral component
Intention to behave in a certain way based on the affect in one’s
attitude.
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Cognitive component represents a person’s ideas about someone
or something and the conclusions drawn about them.
Affective component becomes the actual attitude.
Behavioral component is a predisposition to act, but one that
may or may not be implemented.
Figure 4.4: What are attitudes and how do they influence
behavior?
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Figure 4.4
Work-related example of three components of attitudes.
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Cognitive dissonance
Describes a state of inconsistency between an individual’s
attitudes and/or between attitudes and behavior.
Cognitive dissonance can be reduced by:
Changing the underlying attitude.

Changing future behavior.
Developing new ways of explaining or rationalizing the
inconsistency.
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The way we respond to cognitive dissonance is influenced by
the degree of control we seem to have over the situation and the
rewards involved.
What are attitudes and how do they influence behavior ?
Job satisfaction
An attitude reflecting a person’s positive and negative feelings
toward a job, co-workers, and the work environment.
Job Involvement
Extent to which an individual is dedicated to a job.
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Helping others realize job satisfaction is considered one
hallmark of effective managers. They create work environments
in which people achieve high performance and experience high
job satisfaction. This concept of job satisfaction is very
important in OB.

Someone with high job involvement psychologically identifies
with her or his job, and, for example, would be expected to
work beyond expectations to complete a special project.
What are attitudes and how do the influence behavior ?
Organizational Commitment
Degree of loyalty an individual feels toward an organization.
Rational Commitment – Reflects feelings that job serves one’s
financial, developmental, and professional interests.
Emotional Commitment – Reflects feelings that what one does
is important, valuable and of real benefit to others.
Employee Engagement – A positive feeling or strong sense of
connection with the organization.
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Research shows that strong emotional commitments to the
organization are much more powerful than rational
commitments in positively influencing performance.
Active employee engagement shows up as a willingness to help
others, to always try to do something extra to improve
performance, and to speak positively about the organization.
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What is job satisfaction trends and issues?
Five facets of job satisfaction:
The work itself
Quality of supervision
Relationships with co-workers

Promotion opportunities
Rewards Pay
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• The work itself — responsibility, interest, and growth
• Quality of supervision — technical help and social support
• Relationships with co-workers —social harmony and respect
• Promotion opportunities — chances for further advancement
• Pay — adequacy of pay and perceived equity vis-à-vis others
Withdrawal behaviors
Dissatisfied workers are absent more frequently, more likely to
quit, or at least on the lookout for different employment.
Employee absenteeism and turnover can result in
Loss of experience
Replacement costs for recruitment and training
Physical Withdraw and Psychological Withdrawal
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On this issue of turnover and retention, a survey by Salary.com
showed not only that employers tend to overestimate the job
satisfactions of their employees, they underestimate the amount

of job seeking they are doing… The report concluded that “most
employers have not placed enough emphasis on important
retention strategies.”
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Organizational Citizenship
A willingness to “go beyond the call of
duty” or “ go the extra mile” in one’s work.
Interpersonal organizational citizenship behaviors have
individuals doing extra things that help others.
Organizational citizenship behaviors advance the performance
of the organization as a whole.
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You might observe interpersonal OCBs in a service worker who
is extraordinarily courteous while taking care of an upset
customer, or a team member who takes on extra tasks when a
co-worker is ill or absent. Examples of organizational OCBs are
evident as co-workers who are always willing Volunteers for
special committee or task force assignments, and those whose
voices are always positive when commenting publicly on their
employer.
On the other hand, counterproductive workplace behaviors are
associated with some form of job dissatisfaction, they purposely
disrupt relationships, organizational culture, or performance in
the workplace.
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Relationship between job satisfaction and job performance –
three theories:
Satisfaction causes performance.
Performance causes satisfaction.
Rewards cause satisfaction and performance.
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Three different positions have been advanced in the
satisfaction–performance relationship. The first is that job
satisfaction causes performance; in other words, a happy worker
is a productive worker. The second is that performance causes
job satisfaction. The third is that job satisfaction and
performance influence one another, and are mutually affected
by other factors such as the availability of rewards.
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Theory: Performance causes satisfaction
Satisfaction Causes Performance – increase someone’s work
performance, make them happy.
OR
Performance Causes Satisfaction – The higher levels of lasting
satisfaction come from high levels of job performance.
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Research does find a link between individual performance
measured at one time and later job satisfaction.
Figure 4.5 Simplified Porter-Lawler model of the performance
→ satisfaction relationship?
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Figure 4.5
The model suggests that performance leads to rewards that, in
turn, lead to satisfaction.
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CJ252: AMERICAN COURT SYSTEMS
Instructor Jennifer Moreno
Assignment 6: My Cousin Vinny: Trial Techniques and
Procedures
DUE: November 30th (midnight)
Preferably submitted via Moodle
FORMAT:
· Typed- 12pt font

· Running Header-
Last Name, First Name
CJ252: A6
· Title Document (save as)-
Last NameFirst NameCJ252A6
ASSIGNMENT:
1) Bill slips a can of tuna in his pocket and forgets to pay. Is
this shoplifting? Please explain how mens rea, actus reus, and
corpus delecti are involved in this assessment.
2) Stanley and Bill were interrogated at the police station. Both
conceded they were advised of their rights. Name one possible
5th amendment issue with the interrogations.
3) Vinny is seen studying a book about Alabama Laws. His
research will have to include both procedural and substantive
law. Why does he have to study both types of law? What is the
difference between procedural and substantive law?
4) Vinny visits Bill and Stanley in jail. What is this meeting
called? Why is it important?
5) Lisa tells Vinny she doesn’t think he is cut out for this
lawyering stuff. Do defense attorneys have to meet a certain
level of competence?
6) Explain the following legal principles:
a. Competence
b. Due diligence
c. Communication
d. Confidentiality
7) Pretrial Steps

a. What crime are Bill and Stanley accused of?
b. What probable cause justified the arrests?
c. Explain “Initial Appearance”
d. Explain “Preliminary Hearing”
e. Explain “Grand Jury”
f. Explain “Arraignment”
8) What happened during the Arraignment of Bill and Stanley?
What does Vinny plead for his clients? (Did you catch that the
arraignment and the preliminary hearing were out of order, at
least out of the order we discussed in class?)
9) Why is the case introduced as “The People of the State of
Alabama” vs Bill and Stanley? Why is the victim not a party in
the case?
10) Explain the discovery process.
a. What is discovery?
b. Why is it necessary?
11) Describe the part of the movie when Vinny claims he
wants discovery (disclosure), but doesn’t know the process for
it. How does he find about the discovery process?
12) The Prosecution askes the jury members “Can you
participate in an endeavor in which the ultimate disposition
might be execution?” What is this process called?
13) Explain the jury selection process.

14) Does trial proceed with a jury trial or a bench trial?
Explain the difference.
15) What are the key points offered in the prosecution’s
opening statement?
16) What are the key points offered in Vinny’s opening
statement?
17) The Prosecution presents its case first and gets to present
its witnesses first. When the Prosecution calls its witnesses
they call them for Direct Examination.
a. What are the characteristics of Direct Examination?
18) Once the Prosecution calls a witness and goes through
Direct Examination then Vinny, the Defense, gets to Cross-
Examine the witness
a. What are the characteristics of Cross-Examination?
19) Summarize the following testimonies. What happened on
the stand?
Direct Examination Testimony
Cross-Examination Testimony
Old Lady
Fat Man
“Redneck” Dude
Deputy Sheriff
20) What is impeachment?
21) Which of the prosecution’s witnesses were impeached?

Explain.
22) What is an expert witness?
a. How are expert witnesses different from “regular” witnesses?
b. What do you have to demonstrate to present someone as an
“expert”?
23) How does Lisa get introduced as an expert witness? What
are Lisa’s qualifications for testifying?
24) What are the key points offered during Vinny’s last witness
exchange (essentially, his closing statement)?
25) Were any jury instructions offered to the jury?
26) What was the ultimate verdict of the case in My Cousin
Vinny?

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