Chapter 7 Emotions & Moods

1. Chapter 7Emotions & Moods

2. Why Emotions historically excluded from study of OB? • Myth of rationality: Emotions viewed as opposite of rationality and should not be in the workplace • Belief that any emotions are disruptive in the workplace

3. Individuals & Emotions What are emotions? • Affect – covers a broad range of feelings that people experience • Emotions – intense feelings directed at someone or something • Moods – feelings that tend to be less intense, lack a contextual stimulus

4. Affect, Emotions and Moods

5. Spectrum of Universal Emotions • 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

6. Sources of Emotions and Moods 1. Day of Week and Time of Day • More positive interactions will likely occur mid-day and later in the week 2. Weather • No impact according to research 3. Stress • Increased stress worsens moods 4. Social Activities • Physical, informal, and epicurean activities increase positive mood

7. More Sources (cont.) 5. Sleep • Lack of sleep increases negative emotions and impairs decision making 6. Exercise • Mildly enhances positive mood 7. Gender • Women show greater emotional expression, experience emotions more intensely and display more frequent expressions of emotions • Could be due to socialization

8. More Sources (cont.) 8. Age • Older people experience negative emotions less frequently 9. Personality Predispositions • Most people have built-in tendencies (both in terms of emotions experienced and their intensity) 10. Organizational & Cultural Expectations • Managers have a significant impact via their own example, conduct and the kind of climate they create • Experience, interpretation and expression of emotions differ greatly across cultures

9. Emotional Labor Emotional Labor: When employees must express organizationally desired emotions during the interpersonal “transactions” on the job. • Felt emotions: Person's actual emotions. • Displayed emotions: Organizationally-required and considered appropriate for expression as part of one’s job duties. Emotional Dissonance: Employee must project one emotion while feeling another. • Surface Acting: Hiding one’s true emotions. • Deep Acting: Changing one’s underlying feelings.

10. Emotional Intelligence Emotional Intelligence (EI):The capacity to recognize feelings in oneself and others, to manage emotions in ourselves and our relationships, and to motivate oneself (self-discipline). Commonly used taxonomy of EI: • Self-Awareness • Self-Regulation • Motivation • Empathy • Social Skills

11. Business Management Implications • Leadership and Motivation • EI and people skills are at the heart of motivation and leadership • Interpersonal Conflict, Negotiation • EI and people skills are at the heart of creative problem solving • Customer Service • Customers “catch” emotions from employees, who “catch” emotions from their bosses, etc. (i.e., SRDH) • Creativity and Decision Making • Impact of positive emotions on both • Deviant Workplace Behaviors • The “dark side” (or “People are our biggest headache!”) • Emotional Competencies of Employees • “Make” (training & development) vs. “Buy” (recruit & select)? • Selection, Staffing and Training • Proper assessment and assignment matching is critical