2. After this lecture, you should be able to:
Differentiate emotions from moods and list the basic emotions
and moods.
Discuss whether emotions are rational and what functions they
serve.
Identify the sources of emotions and moods.
Show the impact emotional labor has on employees.
Describe affective events theory and identify its applications.
Contrast the evidence for and against the existence of emotional
intelligence.
Be able to identify strategies for emotion regulation and their
likely effects.
Apply concepts about emotions and moods to specific OB
issues.
3. The “Myth of Rationality”
◦ Emotions were seen as irrational
◦ Managers worked to make emotion-free
environments
View of Emotionality
◦ Emotions were believed to be disruptive
◦ Emotions interfered with productivity
◦ Only negative emotions were observed
Now we know emotions can’t be separated
from the workplace
4. Affect –
- range of feelings which encompass emotions & moods.
Emotions –
◦ intense feelings that are directed towards someone or
something.
Reactions
Object specific
Emotions can turn into moods
Moods –
◦ feelings which are less intense than emotion and is not directed towards any
thing
5. So when a work colleague criticizes you for the
way you spoke to a client, you might become
angry with him.
That is, you show emotion (anger) toward a
specific object (your colleague).
But later in the day, you might find yourself
just generally dispirited.
You can't attribute this feeling to any single
event; you're just not your normal, upbeat self.
This affective state describes a mood
6.
7. While not universally accepted, there appear
to be six basic emotions:
1. Anger
2. Fear
3. Sadness
4. Happiness
5. Disgust
6. Surprise
8. Happiness Surprise Fear Sadness Anger Disgust
Emotion Continuum
May even be placed in a spectrum of emotion:
9. As a first step toward studying the effect of moods
and emotions in the workplace, we will classify
emotions into two categories: positive and negative.
Positive emotions: such as joy and gratitude express
a favorable evaluation or feeling.
Negative emotions: such as anger and guilt express
the opposite.
Keep in mind that emotions can’t be neutral. Being neutral is
being non-emotional
10. Positive affect are mood dimension consisting of
positive emotions such as excitement, enthusiasm,
and elation at the high end (high positive affect).
Negative affect is a mood dimension consisting of
nervousness, stress, and anxiety at the high end
(high negative affect).
While we rarely experience both positive and negative
affect at the same time, over time people do differ in
how much they experience each.
12. Emotions and Rationality
◦ Emotions are critical to rational
thought: they help in
understanding the world around
us.
Evolutionary Psychology
◦ Theory that emotions serve an
evolutionary purpose: helps in
survival of the gene pool
◦ The theory is not universally
accepted
13. Personality
- Moods and emotions have a trait component:
most people have built-in tendencies to
experience certain moods and emotions more
frequently than others do.
- People also experience the same emotions with
different intensities
Day and Time of the Week
◦ There is a common pattern for all of us
Happier in the midpoint of the daily awake period
Happier toward the end of the week
14. Day of Week and Time of Day
◦ More positive interactions will likely occur mid-
day and later in the week
16. Weather
◦ Deceptive correlation – no effect
Stress
◦ Even low levels of constant stress can
worsen moods
Social Activities
◦ Physical, informal, and dining activities
increase positive moods
17. Sleep
◦ Poor sleep quality increases negative
affect
Exercise
Does somewhat improve mood, especially
for depressed people
18. Age
◦ Older folks experience fewer negative
emotions
Gender
◦ Women tend to be more emotionally
expressive, feel emotions more intensely,
have longer-lasting moods, and express
emotions more frequently than do men
◦ Due more to socialization than to biology
19. 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
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20. ◦ Felt: the individual’s actual emotions
- Actual feelings
- In-born
- Natural response
◦ Displayed: required or appropriate emotions
- Emotion exhibited
- Desired, organizational requirements.
- Learned
Surface Acting: displaying appropriately but
not feeling those emotions internally
Deep Acting: changing internal feelings to
match display rules - very stressful
21. It is a person’s ability to
(1) perceive emotions in the self and others,
(2) understand the meaning of these emotions, &
(3) regulate his or her own emotions accordingly,
People who know their own emotions and are good
at reading emotional cues
for instance, knowing why they’re angry and
how to express themselves without violating
norms are most likely to be effective
EI is moderately associated with high job
performance
The ability, capacity, or skill to perceive, assess, and
manage the emotions of oneself, of others, and of
groups
22.
23. The case for: The case against:
Intuitive appeal – it
makes sense
EI predicts criteria that
matter –positively
correlated to high job
performance
Study suggests that EI
is neurologically based
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
25. An emotional episode is actually the result of a
series of emotional experiences triggered by a
single event
Current and past emotions affect job
satisfaction
Emotional fluctuations over time create
variations in job performance
Emotion-driven behaviors are typically brief
and variable
Both negative and positive emotions can
distract workers and reduce job performance
26. Emotions provide valuable insights
about behavior
Emotions, and the minor events that
cause them, should not be ignored at
work; they accumulate
27. 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
◦ Emotionally charged people make poor decisions, lose
patience to analyze the pros & cons
◦ People experiencing positive emotions are good decision
makers. Problem solving skills are sharpened
28. Creativity – Positive moods and feedback may
increase creativity
Motivation – Promoting positive moods may
give a more motivated workforce
◦ People with high motivation are emotionally committed to
their work/project.
◦ Involvement with the job generates positive emotions
◦ Discouragement leads to low motivation level, hence
negative emotions can be displayed
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29. Leadership – Emotions help convey messages
more effectively
◦ Leaders rely a lot on expression of feelings by themselves
◦ They also read and understand others’ emotions to be a
better leader.
◦ Leaders make people follow them by making them
emotionally charged
◦ Emotionally charged people accept change readily
Negotiation – Emotions may impair negotiator
performance
Customer Service – Customers “catch” emotions from
employees, called emotional
contagion 3-
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30. 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
◦ Actions which violate norms and threaten members
or organizations, such actions are called employee
deviance
◦ These action scan be violent or non-violent; envy,
jealousy, back stabbing, etc.
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31. Safety and Injury at Work –
- Bad moods can contribute to injury at work in
several ways.
Individuals in negative moods tend to be more
anxious, which can make them less able to
cope effectively with hazards.
Negative moods also make people more
distractible, and distractions can obviously
lead to careless behaviors.
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32. Use humor to lighten the
moment
Give small tokens of appreciation
Stay in a good mood themselves
(lead by example)
Hire positive people
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33. Does the degree to which people experience
emotions vary across cultures?
Do people’s interpretations of emotions vary across
cultures?
Do the norms for the expressions of emotions differ
across cultures?
“YES” to all of the above!
34. Emotions and moods are a natural part of an
individual’s makeup.
Ignoring co-workers’ and employees’ emotions and
assessing others’ behavior as if they were
completely rational is wrong.
“You can’t divorce emotions from the workplace
because you can’t divorce emotions from people.”
Managers who understand the roles of emotions and
moods will significantly improve their ability
to explain co-workers’ and employees’ behaviors.
35. 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
36. 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
