Affects have important implications not only for our lives in general but also our behavior at work.
Emotions are usually intense and not long-lasting. They are always associated with a source—someone or something that makes us feel the way we do.
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 3.1
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.
Moods can persist over time and can affect an individual’s likeability and job performance.
Figure 3.2
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.
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.
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.
Deep acting and surface acting are two terms reflecting ways of dealing with emotional dissonance.
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 3.3
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.
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.
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 3.4
Work-related example of three components of attitudes.
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.
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.
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.
The MSQ measures satisfaction with working conditions, chances for advancement, freedom to use one’s own judgment, praise for doing a good job, and feelings of accomplishment, among others. The JDI measures five facets of job satisfaction.
• 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
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.”
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.
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.
Even though some evidence exists for the satisfaction causes performance relationship among professional or higher-level employees, the best conclusion is that job satisfaction alone is not a consistent predictor of individual work performance.
Research does find a link between individual performance measured at one time and later job satisfaction.
Figure 3.5
The model suggests that performance leads to rewards that, in turn, lead to satisfaction.
Research generally finds that rewards influence satisfaction while performance contingent rewards influence performance. The prevailing management advice is to use performance-contingent rewards well in the attempt to create both.