Chapter 4 Flashcards
What are emotions and what are their key characteristics?
Emotions are physiological, behavioral, and psychological episodes that
Are experienced toward an object, person, or event
Create a state of readiness
Are typically short in duration
Are directed toward something specific
Represent changes in physiological, psychological state and behavior
Often occur unconsciously
How do emotions differ from moods?
Moods are long-term emotional states that aren’t directed toward anything specific, while emotions are short-term and directed toward specific targets.
What are the two common features of all emotions?
- An associated valence (core affect) that signals approach or avoidance
- the level of activation
Example: Fear has a negative valence (avoidance) with high activation, while contentment has a positive valence (approach) with low activation.
How do emotions differ from attitudes?
Emotions are brief experiences, while attitudes are judgments that remain stable over time
attitudes
the cluster of beliefs, assessed
feelings, and behavioral
intentions toward a person,
object, or event (called an
attitude object)
What are the three components of attitudes?
- Beliefs (established perceptions about the attitude object)
- Feelings (conscious positive/negative evaluations)
- Behavioral intentions (motivation to engage in particular behaviors)
What is cognitive dissonance?
An emotional experience caused by a perception that our beliefs, feelings, and behavior are incongruent with one another.
What is emotional labor?
The effort, planning, and control needed to express organizationally desired emotions during interpersonal transactions.
What are display rules?
Norms or explicit rules requiring employees to display specific emotions and hide others within their role.
What is emotional dissonance and what are its two main coping strategies?
Emotional dissonance is the psychological tension experienced when required emotions differ from actual emotions. The two coping strategies are:
Surface acting: pretending to feel the expected emotion
Deep acting: visualizing reality differently to produce consistent emotions
What is emotional intelligence (EI) and what are its four main abilities?
EI is the ability to perceive, express, understand, and manage emotions.
The four abilities are:
- Awareness of own emotions
- Management of own emotions
- Awareness of others’ emotions (empathy)
- Management of others’ emotions
What is job satisfaction?
A person’s evaluation of their job and work context, including job characteristics, work environment, and emotional experiences at work.
What are the four responses to job dissatisfaction according to the EVLN model?
- Exit: leaving the organization
- Voice: attempting to change the situation
- Loyalty: waiting patiently for resolution
- Neglect: reducing work effort and quality
What are the two types of organizational commitment and how do they differ?
- Affective commitment: emotional attachment and identification with organization
- Continuance commitment: calculative attachment based on lack of alternatives or financial considerations
What are the three stages of the General Adaptation Syndrome?
- Alarm reaction: activation of stress response
- Resistance: mechanisms to overcome stress
- Exhaustion: occurs when resistance capacity is depleted
What is the order of job burnout symptoms?
- Emotional exhaustion
- Cynicism or depersonalization
- Reduced feelings of personal accomplishment
What are the main strategies for managing work-related stress?
- Remove the stressor
- Withdraw from the stressor
- Change stress perceptions
- Control stress consequences
- Receive social support
display rules
norms or explicit rules requiring us within our role to display specific emotions and to hide other emotions
What is the lowest foundation of emotional intelligence
awareness of your own emotions
what is the highest foundation of emotional intelligence?
Managing other peoples emotions
What is the relationship between beliefs and feelings in attitudes?
Beliefs are established perceptions about what you believe to be true
Each belief has a valence (positive/negative)
Beliefs typically affect feelings
Sometimes feelings can cause changes in beliefs about the target
Example: A belief that a coworker is competent (positive valence) leads to positive feelings, but negative feelings from a bad interaction might change that belief.
What are attitude-behavior contingencies?
Two key contingencies:
People with same beliefs might form different feelings due to different valences
People with same feelings might develop different behavioral intentions due to:
Unique experiences
Personal values
Self-concept
Individual differences
What is cognitive dissonance and how does it manifest in the workplace?
An emotional experience caused by perception that beliefs, feelings, and behavior are incongruent.
Example:
Believing in environmental sustainability but having to use excessive paper at work
Valuing honesty but having to withhold information from customers
Believing in work-life balance but regularly working overtime
What is emotional labor and what jobs typically require it?
The effort, planning, and control needed to express organizationally desired emotions during interpersonal transactions.
Common in:
Customer service roles
Healthcare professions
Teaching
Management positions
Sales roles
Deep acting
- Visualizing reality differently to produce consistent emotions
- More effective long-term strategy
Requires more initial effort but less psychological damage
Awareness of own emotions (foundation)
Recognizing personal emotional states
Understanding emotional triggers
Management of own emotions
Controlling emotional responses
Channeling emotions productively
Awareness of others’ emotions (empathy)
Reading others’ emotional cues
Understanding others’ perspectives
Management of others’ emotions (highest level)
Influencing others’ emotional states
De-escalating conflicts
How does job satisfaction relate to customer satisfaction?
Direct effects:
Satisfied employees create positive customer interactions
Better service quality
Increased customer loyalty
Indirect effects:
Lower turnover leads to experienced employees
Positive mood influences customer mood
Better institutional knowledge
service profit chain model
a theory explaining how
employee’s job satisfaction
influences company
profitability indirectly through
service quality, customer
loyalty, and related factors
affective organizational
commitment
an individual’s emotional
attachment to, involvement in,
and identification with an
organization
continuance commitment
an individual’s calculative
attachment to an organization
What are the complete types of organizational commitment and their implications?
- Affective commitment (emotional attachment):
Advantages:
- Higher motivation
- Better job performance
- Competitive advantage
- Disadvantages:
- High conformity
- Over-defensive of organization
- Continuance commitment (calculative attachment):
Based on:
- Lack of alternatives
- Financial sacrifice of leaving
- Results in:
- Lower performance
- Minimal extra effort
- Staying only out of necessity
What are the key factors in building organizational commitment?
Five main factors:
- Justice and support:
Fair treatment
Organizational support
- Shared values:
Alignment between personal and organizational values
Clear organizational mission
- Trust:
Leadership transparency
Consistent actions
- Organizational comprehension:
Understanding of goals
Clear role expectations
- Employee involvement:
Participation in decisions
Voice in processes
norm of reciprocity
a felt obligation and social
expectation of helping or
otherwise giving something of
value to someone who has
already helped or given
something of value to you
What is the difference between distress and eustress?
Distress: Negative stress causing physiological, psychological, and behavioral deviation from wellbeing
Eustress: Positive stress that:
Activates and motivates
Helps achieve goals
Aids in meeting challenges
Is necessary for growth
What are the main workplace stressors?
- Organizational constraints:
Lack of equipment
Limited supplies
Insufficient budget
Poor coworker support
Information gaps
- Interpersonal conflict:
Departmental goal conflicts
Resource distribution issues
Ambiguous rules
Psychological harassment
- Work overload:
Excessive workload
Time pressure
Work-life balance issues
- Low task control:
Limited autonomy
Rigid schedules
Restricted work methods
What are the complete strategies for managing work-related stress?
Five main approaches:
Remove the stressor:
Job matching
Noise reduction
Harassment prevention
Work-life balance programs:
- Flexible work time
Job sharing
Telecommuting
Personal leave
Child care support - Withdraw from the stressor:
Permanent: Job transfer
Temporary: Vacations, breaks, nap rooms
- Change stress perceptions:
Positive self-evaluation
Optimistic outlook
- Control stress consequences:
Regular exercise
Healthy lifestyle
Stress management techniques
- Receive social support:
Coworker support
Supervisor guidance
Family/friend support
Professional counseling
stress
an adaptive response to a
situation that is perceived as
challenging or threatening to
the person’s well-being
general adaptation syndrome
a model of the stress
experience, consisting of three
stages: alarm reaction,
resistance, and exhaustion
stressors
Any environmental conditions
that place a physical or
emotional demand on the
person
work–life integration
the degree that people are
effectively engaged in their
various work and nonwork
roles and have a low degree
of role conflict across those
life domains
Low task control
When employees lack control over and how and when they perform their tasks as well as lack control over the place of work activity
