Transcript
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Emotions and Moods
Chapter 7
Essentials of Organizational Behavior, 9/e
Stephen P. Robbins/Timothy A. Judge
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After studying this chapter, you should be able to:
1. Differentiate emotions from moods.2. Discuss the different aspects of emotions.3. Identify the sources of emotions and moods.4. Describe external constraints on emotions.5. Discuss the impact emotional labor has on
employees.6. Discuss the case for and the case against
emotional intelligence.7. Apply concepts on emotions and moods to OB
issues.
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Why have emotions been 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
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What are Emotions and Moods
• Affect – a generic term that encompasses both emotions and moods
• Emotions – intense feelings that are directed at someone or something
• Moods – feelings that tend to be less intense than emotions and often lack a contextual stimulus
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Affect, Emotions and Moods
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Aspects of Emotions
• Biology of Emotions – emotions originate in the brain’s limbic system, which is different for each person
• Intensity – different people give different responses to identical emotion-provoking stimuli
• Frequency and Duration – some emotions occur more frequently and emotions differ in how long they last
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Aspects of Emotions (cont.)
• Emotions and Rationality – Our emotions provide important information about how we understand the world around us.
• Evolutionary Psychology – states that we must experience emotions because they serve a purpose; hard to know if this is valid all the time
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Sources of Emotions and Moods
• Personality – predisposes people to experience certain moods and emotions. Affect intensity affects the strength of the emotion
• Day of week and Time of day – more positive interactions will likely occur from mid-morning onwards and also later in the week
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Day of Week Impact on Mood
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More Sources
• Weather – not an impact according to research
• Stress – increased stress worsens moods• Social Activities – usually increase positive
mood and have little effect on negative mood
• Sleep – less sleep or poor quality sleep increases negative emotions
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More Sources
• Exercise – 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
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External Constraints on Emotions
• Organizational Influences – most American organizations strive to be emotion-free
• Cultural Influences – cultures vary in: Degree to which people experience
emotions Interpretation of emotions Norms for the expression of
emotions
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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 feeling another one
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Felt vs. Displayed Emotions
• Felt emotions are the individual’s actual emotions
• Displayed emotions are those that the organization requires workers to show
• Surface acting is hiding our true emotions
• Deep acting is trying to change one’s feelings based on display rules
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Emotional Intelligence
• One’s ability to detect and manage emotional cues and information
• Five dimensions: Self-awareness Self-management Self-motivation Empathy Social skills
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The case for EI
• Intuitive appeal – it makes sense
• Evidence suggests that a high level of EI predicts high job performance
• Study suggests that EI is neurologically based
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The case against EI
• 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
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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
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OB Applications of Emotions and Moods
• Creativity – Positive moods increase creativity
• Motivation – Organizations that promote positive moods are likely to have a more motivated workforce
• Leadership – Emotions help convey messages more effectively
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OB Applications of Emotions and Moods
• Interpersonal Conflict – it is critical to identify and work through the emotional elements in any conflict
• Negotiation – emotions may impair negotiator performance
• Customer Service – customers “catch” emotions from employees, called emotional contagion
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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
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Implications for Managers
• Understand the role of emotions and moods to explain and predict behavior
• Emotions and moods can increase motivation
• Emotional labor recognizes that certain feelings can be part of a job’s requirements
• Intense emotions can interfere with performance of complex jobs
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Summary
1. Differentiated emotions from moods.2. Discussed the different aspects of emotions.3. Identified the sources of emotions and moods.4. Described external constraints on emotions.5. Discussed the impact emotional labor has on
employees.6. Discussed the case for and the case against
emotional intelligence.7. Applied concepts on emotions and moods to
OB issues.
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