Chapter 3 Flashcards
Myth of Rationality
emotions were the antithesis of rationality and should not be seen in the workplace.
Affect
a generic term that covers a broad range of feelings people experience, including both emotions and moods
Emotions
intense feelings directed at someone or something
moods
less intense feelings than emotions and often (though not always) lack a contextual stimulus.
Positive Affect
a mood dimension consisting of positive emotions such as excitement, self-assurance, and cheerfulness at the high end and boredom, sluggishness, and tiredness at the low end.
Negative Affect
a mood dimension consisting of nervousness, stress, and anxiety and the high-end and relaxation, tranquility, and poise at the low end.
Positivity Offset
at zero input (when nothing in particular is going on), most individuals experience a mildly positive mood.
Evolutionary Psychology
theory that emotions sever an evolutionary purpose helps in survival of the gene pool. The theory is not universally accepted.
9 sources of emotion and moods
- Personality
- Day of the week/time of day
- Weather
- Stress
- Social Activities
- Sleep
- Exercise
- Age
- Gender
Affect Intensity
how strongly they experience their emotions
Illusory Correlation
explains why people tend to think nice weather improves their mood. It occurs when people associate two events that in reality have no connection.
Emotional Labor
an employee’s expression of organizationally desired emotions during interpersonal transactions at work.
Emotional Dissonance
when an employee has to project one emotion while simultaneously feelings another.
Felt Emotions
individual’s actual emotions
Displayed Emotions
those that the organization requires workers to show and considers appropriate in a give job. They are not intimate, they are learned.
Surface Acting
hiding inner feelings and forgoing emotional expressions in response to display rules. Deals with displayed emotions (more stressful because it entails feigning their true emotions).
Deep Acting
trying to modify our true inner feelings based on display rules. Deals with felt emotions.
Emotional Intelligence
a person’s ability to
1) Be self-aware, to recognize her own emotions when she experiences them
2) Detect emotions in others
3) Manage emotional cues and information
The case for:
- Intuitive Appeal—it makes sense
- EI predicts criteria that matter—positively correlated to high job performance
- Study suggests that EI is neurologically based
The case against:
- EI is too vague a concept
- EI can’t be measured
- Ei is so closely related to intelligence that it is not unique when those factors are controlled
OB Application of Emotions and Moods
- Selection
- Decision Making
- Creativity
- Motivation
- Leadership
- Negotiation
- Customer Service
- Job Attitudes
- Deviant Workplace Behaviors
- Safety and Injury at work
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
creativity
positive moods and feedback may increase creativity
Motivation
Promoting positive moods may give a more motivated workforce
Leadership
Emotions help convey messages more effectively
Negotiation
Emotions may impair negotiator performance
Customer Service
Customers “catch” emotions from employees, called emotional contagion, the catching of emotions form others.
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
How managers can influence mood:
- User humor to lighten moment
- Give small tokens of appreciation
- Stay in a good mood themselves—lead by example
- Hire positive people
