9/15/2014 Print | Organizational Behavior http://devry.vitalsource.com/books/9781269551120/print?from=125&to=126&skip_desktop=true 1/4 PRINTED BY: [email protected] Printing is for personal, private use only. No part of this book may be reproduced or transmitted without publisher's prior permission. Violators will be prosecuted. Questions 1. What factors do you think make some organizations ineffective at managing emotions? 2. Do you think the strategic use and display of emotions serve to protect employees, or does covering your true emotions at work lead to more problems than it solves? 3. Have you ever worked where emotions were used as part of a management style? Describe the advantages and disadvantages of this approach in your experience. 4. Research shows that acts of co-workers (37 percent) and management (22 percent) cause more negative emotions for employees than do acts of customers (7 percent).130 What can Laura’s company do to change its emotional climate? Sources: A. Kreamer, “Go Ahead—Cry at Work,” Time (April 4, 2010), www.time.com; J. S. Lerner and K. Shonk, “How Anger Poisons Decision Making,” Harvard Business Review (September 2010), p. 26; and J. Perrone and M. H. Vickers, “Emotions as Strategic Game in a Hostile Workplace: An Exemplar Case,” Employee Responsibilities and Rights Journal 16, no. 3 (2004), pp. 167–178. CASE INCIDENT 2 Can You Read Emotions from Faces? We mentioned previously that some researchers—the psychologist Paul Ekman is the best known—have studied whether facial expressions reveal true emotions. These researchers have distinguished real smiles (so-called Duchenne smiles, named after French physician Guillaume Duchenne) from “fake” smiles. Duchenne found genuine smiles raised not only the corners of the mouth (easily faked) but also cheek and eye muscles (much more difficult to fake). So, one way to determine whether someone is genuinely happy or amused is to look at the muscles around the upper cheeks and eyes—if the person’s eyes are smiling or twinkling, the smile is genuine. Ekman and his associates have developed similar methods to detect other emotions, such as anger, disgust, and distress. According to Ekman, the key to identifying real emotions is to focus on micro-expressions, or those facial muscles we cannot easily manipulate. Dan Hill has used these techniques to study the facial expressions of CEOs and found they vary dramatically not only in their Duchenne smiles but also in the 124125degree to which they display positive versus negative facial expressions. The accompanying table shows Hill’s analysis of the facial expressions of some prominent male executives: Jeff Bezos, Amazon 51% positive Warren Buffet, Berkshire Hathaway 69% positive Michael Dell, Dell Computers 47% positive Larry Ellison, Oracle 0% positive Bill Gates, Microsoft 73% positive Steve Jobs, Apple 48% positive Phil Knight, Nike 67% positive Donald Trump, The Trump Organization16% positive It’s in.

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PRINTED BY: [email protected] Printing is for personal,
private use only. No part of this book may be reproduced or
transmitted
without publisher's prior permission. Violators will be
prosecuted.
Questions
1.
What factors do you think make some organizations ineffective
at managing emotions?
2.
Do you think the strategic use and display of emotions serve to
protect employees, or does covering your true emotions at work
lead to more
problems than it solves?
3.
Have you ever worked where emotions were used as part of a
management style? Describe the advantages and disadvantages
of this approach
in your experience.
4.

2. Research shows that acts of co-workers (37 percent) and
management (22 percent) cause more negative emotions for
employees than do acts of
customers (7 percent).130 What can Laura’s company do to
change its emotional climate?
Sources: A. Kreamer, “Go Ahead—Cry at Work,” Time (April
4, 2010), www.time.com; J. S. Lerner and K. Shonk, “How
Anger Poisons
Decision Making,” Harvard Business Review (September 2010),
p. 26; and J. Perrone and M. H. Vickers, “Emotions as Strategic
Game in a
Hostile Workplace: An Exemplar Case,” Employee
Responsibilities and Rights Journal 16, no. 3 (2004), pp. 167–
178.
CASE INCIDENT 2 Can You Read Emotions from Faces?
We mentioned previously that some researchers—the
psychologist Paul Ekman is the best known—have studied
whether facial expressions
reveal true emotions. These researchers have distinguished real
smiles (so-called Duchenne smiles, named after French
physician Guillaume
Duchenne) from “fake” smiles. Duchenne found genuine smiles
raised not only the corners of the mouth (easily faked) but also
cheek and eye
muscles (much more difficult to fake). So, one way to determine
whether someone is genuinely happy or amused is to look at the
muscles
around the upper cheeks and eyes—if the person’s eyes are
smiling or twinkling, the smile is genuine. Ekman and his
associates have
developed similar methods to detect other emotions, such as
anger, disgust, and distress. According to Ekman, the key to

3. identifying real
emotions is to focus on micro-expressions, or those facial
muscles we cannot easily manipulate.
Dan Hill has used these techniques to study the facial
expressions of CEOs and found they vary dramatically not only
in their Duchenne smiles
but also in the 124125degree to which they display positive
versus negative facial expressions. The accompanying table
shows Hill’s analysis
of the facial expressions of some prominent male executives:
Jeff Bezos, Amazon 51% positive
Warren Buffet, Berkshire Hathaway 69% positive
Michael Dell, Dell Computers 47% positive
Larry Ellison, Oracle 0% positive
Bill Gates, Microsoft 73% positive
Steve Jobs, Apple 48% positive
Phil Knight, Nike 67% positive
Donald Trump, The Trump Organization16% positive
It’s interesting to note that these individuals, all of whom are
successful in various ways, have such different levels of
positive facial
expressions. It also raises the question: is a smile from Larry
Ellison worth more than a smile from Bill Gates?
Questions
1.

4. Most research suggests we are not very good at detecting fake
emotions, and we think we’re much better at it than we are. Do
you believe
training would improve your ability to detect emotional displays
in others?
2.
Do you think the information in this case could help you tell
whether someone’s smile is genuine?
3.
Is your own impression of the facial expressions of the eight
business leaders consistent with what the researcher found? If
not, why do you
think your views might be at odds with his?
4.
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h4en130
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4.
One research study found people’s ratings of the positive affect
displayed in CEO’s faces had very little correlation to their
company’s profits.
Does that suggest to you that Hill’s analysis is immaterial?

5. 5.
Assuming you could become better at detecting the real
emotions in facial expressions, do you think it would help your
career? Why or why
not?
Sources: Based on P. Ekman, Telling Lies: Clues to Deceit in
the Marketplace, Politics, and Marriage (New York: W. W.
Norton & Co.,
2009); D. Jones, “It’s Written All Over Their Faces,” USA
Today (February 25, 2008), pp. 1B–2B; and N. O. Rule and N.
Ambady, “The Face
of Success,” Psychological Science 19, no. 2 (2008), pp. 109–
111.
ENDNOTES
1.
See, for instance, C. D. Fisher and N. M. Ashkanasy, “The
Emerging Role of Emotions in Work Life: An Introduction,”
Journal of
Organizational Behavior, Special Issue 2000, pp. 123–129; N.
M. Ashkanasy, C. E. J. Hartel, and W. J. Zerbe (eds.), Emotions
in the
Workplace: Research, Theory, and Practice (Westport, CT:
Quorum Books, 2000); N. M. Ashkanasy and C. S. Daus,
“Emotion in the
Workplace: The New Challenge for Managers,” Academy of
Management Executive (February 2002), pp. 76–86; and N. M.
Ashkanasy, C. E. J.
Hartel, and C. S. Daus, “Diversity and Emotion: The New
Frontiers in Organizational Behavior Research,” Journal of
Management 28, no. 3
(2002), pp. 307–338.

6. 2.
See, for example, L. L. Putnam and D. K. Mumby,
“Organizations, Emotion and the Myth of Rationality,” in S.
Fineman (ed.), Emotion in
Organizations (Thousand Oaks, CA: Sage, 1993), pp. 36–57;
and J. Martin, K. Knopoff, and C. Beckman, “An Alternative to
Bureaucratic
Impersonality and Emotional Labor: Bounded Emotionality at
the Body Shop,” Administrative Science Quarterly (June 1998),
pp. 429–469.
3.
B. E. Ashforth and R. H. Humphrey, “Emotion in the
Workplace: A Reappraisal,” Human Relations (February 1995),
pp. 97–125.
4.
S. G. Barsade and D. E. Gibson, “Why Does Affect Matter in
Organizations?” Academy of Management Perspectives
(February 2007), pp. 36–
59.
5.
See N. H. Frijda, “Moods, Emotion Episodes and Emotions,” in
M. Lewis and J. M. Haviland (eds.), Handbook of Emotions
(New York:
Guilford Press, 1993), pp. 381–403.
6.
H. M. Weiss and R. Cropanzano, “Affective Events Theory: A

7. Theoretical Discussion of the Structure, Causes and
Consequences of Affective
Experiences at Work,” in B. M. Staw and L. L. Cummings
(eds.), Research in Organizational Behavior, vol. 18
(Greenwich, CT: JAI Press,
1996), pp. 17–19.
7.
See P. Ekman and R. J. Davidson (eds.), The Nature of
Emotions: Fundamental Questions (Oxford, UK: Oxford
University Press, 1994).
8.
Frijda, “Moods, Emotion Episodes and Emotions,” p. 381.
9.
See Ekman and Davidson (eds.), The Nature of Emotions.
10.
See, for example, P. Ekman, “An Argument for Basic
Emotions,” Cognition and Emotion (May/July 1992), pp. 169–
200; C. E. Izard, “Basic
Emotions, Relations Among Emotions, and Emotion–Cognition
Relations,” Psychological Bulletin (November 1992), pp. 561–
565; and J. L.
Tracy and R. W. Robins, “Emerging Insights into the Nature
and Function of Pride,” Current Directions in Psychological
Science 16, no. 3
(2007), pp. 147–150.
11.

8. R. C. Solomon, “Back to Basics: On the Very Idea of ‘Basic
Emotions,’” Journal for the Theory of Social Behaviour 32, no.
2 (June 2002), pp.
115–144.
12.
R. Descartes, The Passions of the Soul (Indianapolis: Hackett,
1989).
13.
P. Ekman, Emotions Revealed: Recognizing Faces and Feelings
to Improve Communication and Emotional Life (New York:
Times
Books/Henry Holt and Co., 2003).
14.
P. R. Shaver, H. J. Morgan, and S. J. Wu, “Is Love a ‘Basic’
Emotion?” Personal Relationships 3, no. 1 (March 1996), pp.
81–96.
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P. R. Shaver, H. J. Morgan, and S. J. Wu, “Is Love a ‘Basic’
Emotion?” Personal Relationships 3, no. 1 (March 1996), pp.
81–96.
15.
Ibid.

9. 125 126
16.
Ashforth and Humphrey, “Emotion in the Workplace,” p. 104;
B. Plasait, “Accueil des Touristes Dans les Grands Centres de
Transit Paris,”
Rapport du Bernard Plasait (October 4, 2004),
www.tourisme.gouv.fr/fr/navd/presse/dossiers/att00005767/dp_
plasait.pdf; B. Mesquita,
“Emotions in Collectivist and Individualist Contexts,” Journal
of Personality and Social Psychology 80, no. 1 (2001), pp. 68–
74; and D. Rubin,
“Grumpy German Shoppers Distrust the Wal-Mart Style,”
Seattle Times (December 30, 2001), p. A15.
17.
Solomon, “Back to Basics.”
18.
Weiss and Cropanzano, “Affective Events Theory,” pp. 20–22.
19.
Cited in R. D. Woodworth, Experimental Psychology (New
York: Holt, 1938).
20.
D. Watson, L. A. Clark, and A. Tellegen, “Development and
Validation of Brief Measures of Positive and Negative Affect:
The PANAS
Scales,” Journal of Personality and Social Psychology (1988),
pp. 1063–1070.

10. 21.
A. Ben-Ze’ev, The Subtlety of Emotions (Cambridge, MA: MIT
Press, 2000), p. 94.
22.
“Flight Attendant War Stories . . . Stewardess,”
AboutMyJob.com, www.aboutmyjob.com/?p=2111.
23.
A. Ben-Ze’ev, The Subtlety of Emotions, p. 99.
24.
J. T. Cacioppo and W. L. Gardner, “Emotion,” in Annual
Review of Psychology, vol. 50 (Palo Alto, CA: Annual
Reviews, 1999), pp. 191–214.
25.
D. Holman, “Call Centres,” in D. Holman, T. D. Wall, C. Clegg,
P. Sparrow, and A. Howard (eds.), The Essentials of the New
Work Place: A
Guide to the Human Impact of Modern Working Practices
(Chichester, UK: Wiley, 2005), pp. 111–132.
26.
M. Eid and E. Diener, “Norms for Experiencing Emotions in
Different Cultures: Inter- and International Differences,”
Journal of Personality &
Social Psychology 81, no. 5 (2001), pp. 869–885.

11. 27.
S. Oishi, E. Diener, and C. Napa Scollon, “Cross-Situational
Consistency of Affective Experiences Across Cultures,” Journal
of Personality &
Social Psychology 86, no. 3 (2004), pp. 460–472.
28.
Eid and Diener, “Norms for Experiencing Emotions in Different
Cultures.”
29.
L. M. Poverny and S. Picascia, “There Is No Crying in
Business,” Womensmedia.com, October 20, 2009,
www.womensmedia.com/new/Crying-at-Work.shtml.
30.
A. R. Damasio, Descartes’ Error: Emotion, Reason, and the
Human Brain (New York: Quill, 1994).
31.
Ibid.
32.
J. Haidt, “The New Synthesis in Moral Psychology,” Science
316 (May 18, 2007), pp. 998, 1002; I. E. de Hooge, R. M. A.
Nelissen, S. M.
Breugelmans, and M. Zeelenberg, “What is Moral about Guilt?
Acting ‘Prosocially’ at the Disadvantage of Others,” Journal of
Personality and
Social Psychology 100 (2011), pp. 462–473; and C. A.

12. Hutcherson and J. J. Gross, “The Moral Emotions: A Social-
Functionalist Account of
Anger, Disgust, and Contempt,” Journal of Personality and
Social Psychology 100 (2011), pp. 719–737.
33.
http://www.tourisme.gouv.fr/fr/navd/presse/dossiers/att0000576
7/dp_plasait.pdf
http://aboutmyjob.com/
http://www.aboutmyjob.com/?p=2111
http://womensmedia.com/
http://www.womensmedia.com/new/Crying-at-Work.shtml
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125&to=126&skip_desktop=true 4/4
33.
R. J. Larsen and E. Diener, “Affect Intensity as an Individual
Difference Characteristic: A Review,” Journal of Research in
Personality 21
(1987), pp. 1–39.
34.
D. Watson, Mood and Temperament (New York: Guilford Press,
2000).
35.
J. J. A. Denissen, L. Butalid, L. Penke, and M. A. G. van Aken,
“The Effects of Weather on Daily Mood: A Multilevel
Approach,” Emotion 8,

13. no. 5 (2008), pp. 662–667; M. C. Keller, B. L. Fredrickson, O.
Ybarra, S. Cĉté, K. Johnson, J. Mikels, A. Conway, and T.
Wagner, “A Warm
Heart and a Clear Head: The Contingent Effects of Weather on
Mood and Cognition,” Psychological Science 16 (2005) pp.
724–731; and
Watson, Mood and Temperament.
36.
Watson, Mood and Temperament, p. 100.
37.
J. A. Fuller, J. M. Stanton, G. G. Fisher, C. Spitzmüller, S. S.
Russell, and P. C. Smith, “A Lengthy Look at the Daily Grind:
Time Series
Analysis of Events, Mood, Stress, and Satisfaction,” Journal of
Applied Psychology 88, no. 6 (December 2003), pp. 1019–1033.
38.
See “Monday Blahs,” May 16, 2005,
www.ashidome.com/blogger/housearrest.asp?c=809&m=5&y=20
05.
39.
A. M. Isen, “Positive Affect as a Source of Human Strength,” in
L. G. Aspinwall and U. Staudinger (eds.), The Psychology of
Human Strengths
(Washington, DC: American Psychological Association, 2003),
pp. 179–195.
40.

14. Watson, Mood and Temperament.
41.
Sleep in America Poll (Washington, DC: National Sleep
Foundation, 2005), www.kintera.org/atf/cf/%7Bf6bf2668-a1b4-
4fe8-8d1a-
a5d39340d9cb%7D/2005_summary_of_findings.pdf.
42.
M. Lavidor, A. Weller, and H. Babkoff, “How Sleep Is Related
to Fatigue,” British Journal of Health Psychology 8 (2003), pp.
95–105; and J.
J. Pilcher and E. Ott, “The Relationships Between Sleep and
Measures of Health and Well-Being in College Students: A
Repeated Measures
Approach,” Behavioral Medicine 23 (1998), pp. 170–178.
43.
E. K. Miller and J. D. Cohen, “An Integrative Theory of
Prefrontal Cortex Function,” Annual Review of Neuroscience 24
(2001), pp. 167–202.
44.
B. A. Scott and T. A. Judge, “Insomnia, Emotions, and Job
Satisfaction: A Multilevel Study,” Journal of Management 32,
no. 5 (2006), pp.
622–645.
45.
P. R. Giacobbi, H. A. Hausenblas, and N. Frye, “A Naturalistic
Assessment of the Relationship Between Personality, Daily Life

15. Events,
Leisure-Time Exercise, and Mood,” Psychology of Sport &
Exercise 6, no. 1 (January 2005), pp. 67–81.
46.
L. L. Carstensen, M. Pasupathi, M. Ulrich, and J. R.
Nesselroade, “Emotional Experience in Everyday Life Across
the Adult Life Span,”
Journal of Personality and Social Psychology 79, no. 4 (2000),
pp. 644–655.
47.
M. LaFrance and M. Banaji, “Toward a Reconsideration of the
Gender–Emotion Relationship,” in M. Clark (ed.), Review of
Personality and
Social Psychology, vol. 14 (Newbury Park, CA: Sage, 1992),
pp. 178–197; and A. M. Kring and A. H. Gordon, “Sex
Differences in Emotion:
Expression, Experience, and Physiology,” Journal of Personality
and Social Psychology (March 1998), pp. 686–703.
48.
M. G. Gard and A. M. Kring, “Sex Differences in the Time
Course of Emotion,” Emotion 7, no. 2 (2007), pp. 429–437; M.
Jakupcak, K.
Salters, K. L. Gratz, and L. Roemer, “Masculinity and
Emotionality: An Investigation of Men’s Primary and Secondary
Emotional
Responding,” Sex Roles 49 (2003), pp. 111–120; and M.
Grossman and W. Wood, “Sex Differences in Intensity of
Emotional Experience: A
Social Role Interpretation,” Journal of Personality and Social
Psychology (November 1992), pp. 1010–1022.

16. http://www.ashidome.com/blogger/housearrest.asp?c=809&m=5
&y=2005
http://www.kintera.org/atf/cf/%7Bf6bf2668-a1b4-4fe8-8d1a-
a5d39340d9cb%7D/2005_summary_of_findings.pdf