Ch9 Achieving Emotional Balance in a Chaotic World Flashcards
Positive, negative or mixed feelings; temporary experiences
Emotions
___energize our behavior and direct our attention towards some things and away from others.
Emotions
We can gain control over our ___.
Emotions
Achieving Emotional Balance:Choices can be dictated by our cognitions (reason), emotions (feelings) or both
A Daily Challenge
Achieving Emotional Balance:Emotional imbalance can be due to
- Learned inhibition of certain emotions and overemphasis on the expression of others. - Fixation on a single emotion.
A Daily Challenge
___can be increased through a combination of awareness and training.
Emotional Intelligence
Emotional Intelligence: Refers to the competencies that determine how we achieve and maintain emotional balance; self-awareness is key.
Personal Competence
Emotional Intelligence: Refers to the competencies that determine how we handle relationships; identifying others’ thoughts and feelings is key.
Social Competence
Emotions play critical role in success of every organization.
Emotional Factor at Work
Doing business is not purely rational or logical.
Emotional Factor at Work
Compassion is an important key to long-term personal success.
Emotional Factor at Work
A relationship strategy emphasizes doing business with a meeting of minds & hearts.
Emotional Factor at Work
Emotional Factor at Work: Form of emotional regulation where workers are expected to display specific emotions as part of their job
Emotional labor
Emotional Factor at Work: ___ ___taxes the mind and can be more difficult to handle than physical labor, which taxes the body.
Emotional labor
Emotional Factor at Work: Some organizations and their leaders generate emotional pain, which is a form of
Toxicity
Emotional Factor at Work: ___can demoralize employees, damage performance, and contaminate the health of the organization.
Toxicity
Factors That Influence Our Emotional Development: Refers to a person’s individual style of expressing needs and emotions
- Activity, intensity, adaptability, general disposition
Temperament
Factors That Influence Our Emotional Development: Primarily biologically based
Temperament
Factors That Influence Our Emotional Development: ___is affected by the environment during development.
Temperament
Factors That Influence Our Emotional Development: Unconscious childhood memories can bring out emotions, causing us to experience emotions out of proportion to a current situation
Unconscious Influences: Transactional Analysis
Factors That Influence Our Emotional Development: The brain records both
- Events - Feelings associated with events
Transactional Analysis theory
Factors That Influence Our Emotional Development: One’s ability to interpret human actions, gestures and speech patterns in unfamiliar cultural situations and respond appropriately
Cultural Intelligence
Anger is often a response to perceived injustice: Learning to address their own anger and that of others is one of the most sophisticated and mature skills people are ever required to learn
Coping With Your Anger and Others’
Anger is often a response to perceived injustice: Intense anger often takes the form of rage such as road rage
Coping With Your Anger and Others’
Anger is often a response to perceived injustice: Workplace rage can take the form of yelling, verbal abuse, and physical violence
- More likely when workers are stressed by long hours, unrealistic deadlines, lack of recognition, bullying incidents, etc
Coping With Your Anger and Others’
Monitor your anger with a journal
Coping With Your Anger and Others’
Reframe the situation:
- Try not to see every inconvenience or frustration as a personal affront.
Coping With Your Anger and Others’
Be aware of how you talk to yourself:
- Don’t make yourself feel like a victim
Coping With Your Anger and Others’
Give yourself a time-out before acting on a blow up
- Wait before you speak or send email.
Coping With Your Anger and Others’
Pay attention to the important thing sin life
- Most frustrations, inconveniences, and indignities are trivial and temporary.
Coping With Your Anger and Others’
Avoid reacting in a manner that may seem emotionally unstable or irrational.
Effective Ways to Express Your Anger
Do not blame or make accusations.
Effective Ways to Express Your Anger
Express your feelings in a timely manner.
Effective Ways to Express Your Anger
Be specific as you describe the factors that triggered your anger, and be clear about the resolution you are seeking.
Effective Ways to Express Your Anger
- Recognize and accept the other person’s anger
- Encourage the angry person to vent feelings
- Do not respond to an angry person with your anger
- Give the angry person feedback
How to Handle Others’ Anger
Workplace violence encompasses a wide range of behaviors and is defined as:
- Any act against an employee that creates a hostile work environment and negatively affects the employee, either physically or psychologically. - These acts include all types of physical or verbal assaults, threats, coercion, intimidation, and all forms of harassment.
Violence in the Workplace
Violence in the Workplace:
- Employee misconduct combined with revenge
- It may involve:
+ Deliberate nonperformance + Arson
+ Financial fraud + Computer Crimes
+ Destruction of equipment + Slander
Employee Sabotage
Use hiring procedures that screen out unstable persons
- In depth interviews, drug testing, background checks can help.
Preventing Workplace Violence
Develop a strategy for dealing with incidents before they actually occur
- Establish a strong expectation of not tolerating hostile or intimidating speech or actions.
Preventing Workplace Violence
If someone must be fired or laid off, do so in a way that does not demoralize the employee
- Communicate what and when clearly.
Preventing Workplace Violence
Provide out-placement services for laid-off or terminated employees
- Job search skills, retraining, counseling.
Preventing Workplace Violence
Establish a systematic way to deal with disgruntled employees.
Preventing Workplace Violence
Provide supervisors and managers with training that will help them prevent workplace violence and deal effectively with it.
Preventing Workplace Violence
Started taking shape before birth and evolved over the years
Emotional Styles
- Some develop intellectual strategies to avoid dealing directly with emotional reactions.
- Habitually suppressing, denying, pretending emotions don’t exist is unhealthy, unproductive.
Suppressing Your Emotions
Emotional Styles: People see themselves as helpless victims of feelings that they cannot control.
Capitulating to Your Emotions
Emotional Styles: Frequently displays lack of emotional control
- Vulgar language, teary eyes, raised voice
Overexpressing Your Emotions
Emotional Styles: People recognize, accept, & experience emotion
Accommodating Your Emotions
We have a certain amount of mental, emotional and physical energy each day.
Strategies for Achieving Emotional Control
We can learn to discipline the mind to banish thoughts that waste energy by:
- Journaling and identifying your emotional patterns - Set aside quiet time to reflect on your emotional patterns
Strategies for Achieving Emotional Control
Strategies for Achieving Emotional Control:
- Take responsibility for your emotions
+ Do not shift the blame to other people or events
- Put your problems into perspective
+ Look at problems realistically and practically
- Take steps to move beyond toxic emotions
+ When negative emotions dominate your life, individual talk therapy can help.
- Give your feelings some exercise
+ Identify your feelings and express them appropriately
Fine-Tune Your Emotional Style
Cengage Learning: A strong feeling of displeasure, usually of antagonism.
Anger
Cengage Learning: The ability to interpret human actions, gestures, and speech patterns in a foreign culture.
Cultural Intelligence
Cengage Learning: A strong, temporary feeling (such as anger or fear) that is positive or negative.
Emotion
Cengage Learning: The ability to recognize our own feelings and those of others; to manage emotions well in ourselves and in our relationships.
Emotional Intelligence
Cengage Learning: A person’s individual style of expressing needs and emotions; it is biological and genetically based.
Temperament
Cengage Learning: The part of the mind of which we are unaware. A vast storehouse of forgotten memories, desires, ideas, and frustrations.
Unconscious Mind
Cengage Learning: Encompasses a wide range of behaviors, including hostile remarks, intimidation of another employee by stalking, physical assaults, and threatening phone calls.
Workplace Violence
Cengage Learning: 1. Strong, temporary feelings that are positive or negative are called:
Emotions
Cengage Learning: 2. According to author Daniel Goleman, approximately what percent of a person’s life success is attributable to her intelligence quotient, or IQ?
20%
Cengage Learning: 3. At work, Taddeus keeps a tight rein on disruptive impulses and is scrupulously honest. Taddeus demonstrates:
high personal competence.
Cengage Learning: 4. Which of the following is not a factor that influences our emotions?
Skill
Cengage Learning: 5. Emily reacted with exaggerated fear to a supervisor’s criticism of her work. This is an example of Emily’s:
unconscious influences.
Cengage Learning: 6. According to the book Anger Kills, what proportion of the general population has harmful levels of hostility?
20%
Cengage Learning: 7. All of the following are ways to handle other people’s anger except:
a. accept the other’s anger.
b. encourage venting.
c. avoid responding with your own anger.
d. ALL OF THESE ARE WAYS TO HANDLE OTHER PEOPLE’S ANGER.
Cengage Learning: 8. Near the end of an exhausting shift at the Exchanges and Returns desk on December 26, Donetta responded to a screaming customer by screaming the answers to his questions right back at him. Donetta broke which basic tenet of dealing with angry people?
Avoid responding to anger with anger.
Cengage Learning: 9. The first line of defense to prevent workplace violence is:
use hiring procedures that screen out unstable people.
Cengage Learning: 10. Which of the following is not a way of preventing workplace violence?
Only hire women.
Cengage Learning: 11. ________ is the ability to monitor and control one’s emotions and behavior at work and in social settings.
Emotional intelligence
Cengage Learning: 12. In the U.S., intense media focus on violence and crime causes many people to experience:
emotional imbalance because of exaggerated fearful reactions.
Cengage Learning: 13. Which of the following is not a recommended way of expressing anger?
Speak as loud as you can to alleviate stress.
Cengage Learning: 14. A recent study by the Pinkerton security agency revealed that the top concern of workplace security officials is:
workplace violence.
Cengage Learning: 15. Which of the following is NOT a common cause of employee sabotage?
Providing workplace violence prevention programs.
