applied social psychology: occupational Flashcards
emotion research in recent years has shown to play an affective role in what things?
determinants of job outcomes (performance), part of job processes, group dynamics, organisation identity, part of job role (customer service)
give examples of job roles that require very different emotional displays
flight attendant, bouncer, funeral director
what effects does expression, experience and management of emotion in the workplace have?
acute and chronic effects on the well being of workers and has performance implications
the act of displaying appropriate emotions in exchange for a wage OR the effort, planning, control needed to express organisationally desired emotion during interpersonal transactions =
emotional labour
what are the display rules of emotional labour?
what emotions ought to be publicly expressed by employees, explicit or implicit
what are the 2 main methods of emotional labour?
surface acting and deep acting
the employee displays but doesn’t experience the emotion =
surface acting
the employee displays and experiences the emotion which is likely to lead to more authentic display =
deep acting
what are the positive consequences of emotional labour for organisations?
immediate gains = sales, encore gains = repeat business, contagion gains = word of mouth
what are the positive consequences of emotional labour for employees?
performance (tips) and physical and mental wellbeing
effects of emotional labour can be mixed. give 2 examples of opposite effects?
personal accomplishment vs. emotional exhaustion
surface acting has a ______ relationship with well-being
negative
surface acting has a ______ ________ relationship with performance
weak negative
does deep acting have a relationship with well-being?
no
deep acting has a ________ relationship with emotional performance and customer satisfaction
positive
does surface or deep acting have more adverse effects?
surface
when are adverse effects of emotional labour more likely?
when there is a mismatch between displayed and felt emotion
when does deviance occur?
when display rules are disregarded
when does dissonance occur?
when expressed emotions satisfy display rules but clash with actual feelings
employees who identify with their role will feel more authentic in complying to display rules but will suffer more if the organisation fails or can’t fulfil its demands. what theory does this fit?
Social identity theory
personal outcome may depend on response of customer/client. what model does this apply to?
Social interaction model
when is role overload likely to occur?
when emotion management is high at work and at home
when is role conflict likely to occur?
when emotion norms differ at work and at home
what are organisation methods for managing employees emotions?
training, feedback, rewards, socialisation, stories, scripts
what are the ethical and practical issues with emotion management?
do workplaces have a right to control what emotions employees express and feel at work
what are 2 examples of research on emotion expression?
hairdressers and debt collectors
describe the Affective Events Theory
account of causes, consequences and structure of affective experience at work, concerned with how emotions unfold over time in the work place
events at work are seen as ____ of affective experiences
causes
affective experiences ______ affect some behaviours and ______ affect others via their influence on ________
directly, indirectly, attitudes
how does mood affect work behaviour?
alters effort and persistence on tasks
what are some of the positive mood effects at work?
enhanced job performance, reduced absenteeism, better customer service
both positive and negative moods are functional and adaptive and should be considered in tandem = what model?
dual tuning model
why can negative moods sometimes have positive performance effects?
signal that something is wrong that needs attention
pleasurable state that arises when people use high skills to meet a high challenge =
flow
what feelings are elicited when skills require high challenge?
arousal, flow, anxiety
what feelings are elicited when skills require moderate challenge?
control, ease, worry
what feelings are elicited when skills require low challenge?
boredom, relaxation, apathy
how can the workplace intervene to produce pleasant states of emotion?
manipulating the demands/challenge of tasks and helping people obtain the skills they need
unpleasant, transient affective state leading to lack of interest and difficulty in concentrating on the activity =
boredom
what can boredom lead to?
attention lapses, sleeping on job, slower responses, accidents, risk taking, increased drug/alcohol consumption, dissatisfaction, absenteeism
what are the task effects of boredom?
underload, lack of variability, overload
what are the person effects of boredom?
schema complexity, current concerns, extroverts more vulnerable
what things in the work environment effect boredom?
co-worker stimulation, work procedures
what are solutions to boredom in the work place?
goal setting, refocusing attention, reducing concerns, increasing stimulation, varying pace and type of activity
what are the 2 type of intelligences that emotional intelligence (EI) include?
social and personal
what are the 3 domains of EI?
appraisal and expression of emotion in self and others, regulation in self and others, utilisation of emotions to solve problems
what are the different measures of EI?
self report, independent ratings of competencies, ability tests
why is EI at work important?
people need to be able to deal with their own emotions and others
80% of competencies that distinguish superior from average performers depend on __________ rather than _________
emotional intelligence, cognitive ability
According to sternberg, what does the IQ of a group team depend on that requires EI?
maintenance of internal harmony in the group
why might EI be trainable?
because it develops over time
