Emotions and moods

1. Copyright ©2010 Pearson Education, Inc. Publishing as Prentice Hall 7-1
Chapter 4
Emotions and Moods

2. Copyright ©2010 Pearson Education, Inc. Publishing as Prentice Hall 7-2
After studying this chapter, you
should be able to:
1. Differentiate emotions from moods and list the
basic emotions and moods.
2. Identify the sources of emotions and moods.
3. Discuss the impact emotional labor has on
employees.
4. Contrast the evidence for and against the
existence of emotional intelligence.
5. Apply the concepts of emotions and moods OB
issues.
6. Contrast the experience, interpretation, and the
expression of emotions across cultures.

3. Copyright ©2010 Pearson Education, Inc. Publishing as Prentice Hall 7-3
Why Were Emotions Excluded
from OB Study?
• Myth of rationality –
emotions were the
antithesis of rationality
and should not be seen
in the workplace
• Belief that emotions of
any kind are disruptive
in the workplace

4. Copyright ©2010 Pearson Education, Inc. Publishing as Prentice Hall 7-4
Emotional Terminology
Affect
 A generic term that encompasses a broad range of
feelings that people experience
Emotion
 Intense feelings that are directed at someone or
something
 Short termed and action-oriented.
Mood
 Feelings that tend to be less intense and longer-lasting
than emotions and often lack a contextual stimulus

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Affect, Emotions, and Moods

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The Spectrum of
Basic Emotions
Happiness Surprise Fear
Sadness Anger Disgust
• Classifying Moods: Positive and Negative Affect
• Mood States: General groupings of affective emotions
• Positivity Offset: Generally, at zero input, people are in
a positive mood

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The Functions of Emotions
• Emotions and Rationality
 Emotions are critical to rational
thought: they help in understanding
the world around us.

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Sources of Emotions and Moods
Day of Week and Time of Day
 More positive interactions will likely occur mid-day and
later in the week

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More Sources
Weather
 No impact according to research
Stress
 Increased stress worsens moods
Social Activities
 Physical, informal, and epicurean activities increase
positive mood
Sleep
 Lack of sleep increases negative emotions and impairs
decision making

10. Copyright ©2010 Pearson Education, Inc. Publishing as Prentice Hall 7-10
Even More Sources
Exercise
 Mildly enhances positive mood
Age
 Older people experience negative emotions less
frequently
Gender
 Women show greater emotional expression,
experience emotions more intensely and display more
frequent expressions of emotions
 Could be due to socialization

11. Copyright ©2010 Pearson Education, Inc. Publishing as Prentice Hall 7-11
Emotional Labor
An employee’s expression of
organizationally desired
emotions during interpersonal
transactions at work
• Emotional dissonance is
when an employee has to
project one emotion while
simultaneously feeling
another

12. Copyright ©2010 Pearson Education, Inc. Publishing as Prentice Hall 7-12
Felt vs. Displayed Emotions
• Felt Emotions:
 the individual’s actual emotions
• Displayed Emotions:
 the learned emotions that the organization requires
workers to show and considers appropriate in a given
job
 Surface Acting is hiding one’s true emotions
 Deep Acting is trying to change one’s feelings based
on display rules

13. Copyright ©2010 Pearson Education, Inc. Publishing as Prentice Hall
Affective Event Theory
• affective events theory (AET) demonstrates
that employees react emotionally to things
that happen to them at work, and this
reaction influences their job performance
and satisfaction.
7-13

14. Copyright ©2010 Pearson Education, Inc. Publishing as Prentice Hall 7-14
Emotional Intelligence
A person’s ability to:
 Be self-aware (to
recognize his or her
own emotions as
experienced),
 Detect emotions in
others, and
 Manage emotional
cues and information.
Moderately associated with
high job performance

15. Copyright ©2010 Pearson Education, Inc. Publishing as Prentice Hall 7-15
Emotional Intelligence on Trial
The case for:
• Intuitive appeal – it
makes sense
• EI predicts criteria that
matter –positively
correlated to high job
performance
• Study suggests that EI is
neurologically based
The case against:
• EI is too vague a concept
• EI can’t be measured
• EI is so closely related to
intelligence and
personality that it is not
unique when those
factors are controlled

16. Copyright ©2010 Pearson Education, Inc. Publishing as Prentice Hall 7-16
OB Applications of
Emotions and Moods
• Selection – Employers should consider EI
a factor in hiring for jobs that demand a
high degree of social interaction
• Decision Making – Positive emotions can
increase problem-solving skills and help us
understand and analyze new information
• Creativity – Positive moods and feedback
may increase creativity

17. Copyright ©2010 Pearson Education, Inc. Publishing as Prentice Hall 7-17
More OB Applications of
Emotions and Moods
• Motivation – Promoting positive moods
may give a more motivated workforce
• Leadership – Emotions help convey
messages more effectively
• Negotiation – Emotions may impair
negotiator performance
• Customer Service – Customers “catch”
emotions from employees, called emotional
contagion

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Even More OB Applications of
Emotions and Moods
• Job Attitudes – Emotions at work get
carried home but rarely carry over to the
next day
• Deviant Workplace Behaviors – Those
who feel negative emotions are more likely
to engage in deviant behavior at work

19. Copyright ©2010 Pearson Education, Inc. Publishing as Prentice Hall 7-19
How Can Managers
Influence Moods?
• Use humor to lighten the
moment
• Give small tokens of
appreciation
• Stay in a good mood
themselves – lead by
example
• Higher positive people

20. Copyright ©2010 Pearson Education, Inc. Publishing as Prentice Hall 7-20
Global Implications
Does the degree to which people experience
emotions vary across cultures?
Do people’s interpretations of emotions vary
across cultures?
Do the norms for are the expressions of
emotions differ across cultures?
“YES” to all of the above!

21. Copyright ©2010 Pearson Education, Inc. Publishing as Prentice Hall 7-21
Implications for Managers
• Understand the role of emotions and
moods to better explain and predict
behavior
• Emotions and moods do affect
workplace performance
• While managing emotions may be
possible, absolute control of worker
emotions is not

22. Copyright ©2010 Pearson Education, Inc. Publishing as Prentice Hall 7-22
Keep in Mind…
• Positive emotions can increase problem-
solving skills
• People with high EI may be more
effective in their jobs
• Managers need to know the emotional
norms for each culture they do business
with

23. Copyright ©2010 Pearson Education, Inc. Publishing as Prentice Hall 7-23
Summary
1. Differentiated emotions from moods and listed the basic
emotions and moods.
2. Identified the sources of emotions and moods.
3. Discussed the impact emotional labor has on
employees.
4. Contrasted the evidence for and against the existence
of emotional intelligence.
5. Applied the concepts of emotions and moods OB issues.
6. Contrasted the experience, interpretation, and the
expression of emotions across cultures.

24. Copyright ©2010 Pearson Education, Inc. Publishing as Prentice Hall 7-24
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