chapter 4 - emotions and moods

Question 1

affect

Answer 1

is a term used to describe a broad range of feelings that people experience, including emotions and moods. Encompasses emotions and moods.

Varies by its valence or the degree to which the feelings are positive or negative

Question 2

emotions (on exam)

Answer 2

are intense, discrete and short-lived often caused by a specific event

More likely to be caused by a specific event and are more fleeting than moods

Question 3

moods (on exam)

Answer 3

are longer-lived and less intense feelings than emotions. Often arise without a specific event acting as a stimulus.

Question 4

positive vs negative affect (on exam)

Answer 4

Positive affect (PA) is an affective dimension that consists of specific positive emotions such as excitement, enthusiasm and elation at the high end.
Joy and gratitude. Express a favorable evaluation or feeling

Negative affect (NA) is a dimension consisting of nervousness, stress and anxiety at the high end (high negative affect)
Anger and guilt express an unfavorable evaluation or feeling

Question 5

affective circumplex STUDY ACTUAL IMAGE (on exam)

Answer 5

categorizes and arranges emotions by their degree of positivity and negativity.
Solid black lines directly correspond with PA and NA
Elated is a high positive affect emotion
Bored is a low positive affect emotion
Nervous is a high negative affect emotion
Relaxed is a low negative affect emotion
Some emotions are in between (dotted) simultaneously high or low in PA or NA
Emotions cannot be neutral (nonemotional)

Question 6

six universal emotions

Answer 6

anger, fear, sadness, happiness, disgust and surprise
Some emotions are too complex to be easily represented on our faces

Question 7

moral emotions

Answer 7

are emotions that have moral implications because of our instant judgment of the situation that evokes them

tied to interpretations of the events that evoke them

Question 8

positivity offset

Answer 8

is the tency of most individuals to experience a mildly positive mood at zero input (when nothing in particular is going on).

Question 9

affect (affect intensity) depends on

Answer 9

the time of day (positive rises in the morning and declines in the evening)

day of the week (lowest positive on mondays and highest negative on monday)

weather has little effect on mood

stress

social interactions

sleep

exercise

gender identity has little effect on mood

Question 10

emotional labor (on exam)

Answer 10

which is an employee’s organizationally desired emotions during interpersonal transactions at work

Emotional labor is a key component of effective job performance
We expect flight attendants to be cheerful and funeral directors to be sad
Doctors to be emotionally neutral

Question 11

felt vs. displayed emotions (on exam)

Answer 11

Felt emotions are our actual emotions

Displayed emotions are those emotions that the organization requires workers to show and considers appropriate in each job
Many workplaces have explicit display rules

Question 12

surface vs. deep acting (on exam)

Answer 12

Surface acting: is hiding feelings and emotional expressions in response to display rules
- hide feelings
- A worker who smiles even when they do not feel like its surface acting
- Displayed emotions

Deep acting: is trying to modify our true feelings based on display rules
- change feelings
- Felt emotions

Question 13

emotional dissonance

Answer 13

is inconsistencies between the emotions people feel and the emotions they project

Question 14

affective events theory (aet) (on exam)

Answer 14

proposes that employees react emotionally to things that happen to them at work, these reactions influence their job performance and satisfaction. Influence workplace attitudes and behaviors.

1. Emotions provide valuable insights into how workplace events influence employees performance and satisfaction
2. Employees and managers should not ignore emotions or the events that cause them, even when they appear minor because they accumulate

Question 15

emotional intelligence (ei) (on exam)

Answer 15

is a person’s ability to (1) perceive emotions in oneself and others (2) understand the meaning of these emotions and (3) regulate one’s own emotions accordingly.

employers value EI as it is a skill that can be learned and improves job attitudes

When you have a high EI you are more in tune with your emotions, stay calm under pressure, resolve conflict more effectively, be empathetic with coworkers and team members and effectively regulate their emotions

EI plays an important role in predicting job attitudes and facilitating academic and job performance

Question 16

emotion regulation

Answer 16

is the process of identifying and modifying felt emotions

Strong predictor of task performance for some jobs and for OCB
When and how emotion regulation is used in the workplace
High in neuroticism: moods are beyond their ability to control
Low levels of self esteem: less likely to try to improve sad moods

Question 17

emotional supression

Answer 17

is suppressing initial emotional responses to situations

Practical thinking in the short term but ineffective with expressing one’s emotions

Question 18

cognitive reappraisal

Answer 18

is the reframing of our outlook on an emotional situation, is one way to regulate emotions effectively

Most helpful to individuals in situations where they cannot control the sources of stress
Reframing

Question 19

social sharing or venting

Answer 19

which is an open expression of emotions that can help individuals ro regulate their emotions as opposed to keeping emotions bottled up

Listeners must respond for it to work

Question 20

apply concepts about emotions and moods to specific ob issues: decision making (on exam)

Answer 20

Mood and emotions have effects on decision making that employees and managers should understand
Positive emotions and moods seem to help people make sound decisions
Positive emotions also enhance problem-solving skills so positive people find better solutions
People who are saddened by events may make the same decision as before
People who are angered by events may make stronger choice than before (not necessarily better)
People who are in a negative mood may take higher risks than they do when ina positive mood
Negative and positive emotions affect decision making but there are other variables

Question 21

apply concepts about emotions and moods to specific ob issues: negotiation, leadership and creativity (on exam)

Answer 21

negotiation
- anger in negotiation (to use or not to use)

leadership
- leaders are perceived as more effective when they share positive emotions and followers are more creative in a positive emotional environment

creativity
- Creativity is influenced by emotions and moods
People experiencing positive moods or emotions are more flexible and open in their thinking which is why they are more creative

Question 22

apply concepts about emotions and moods to specific ob issues: CUSTOMER SERVICE AND EMOTIONAL CONTAGION (on exam)

Answer 22

Emotional contagion is the process by which peoples’ emotions are caused by the emotions of others
The catching of emotions from others

research finds that customers who catch the positive moods or emotions of employees (if they believe they are appropriate and authentic) become more satisfied and loyal to the organization, trust the organization to a greater degree, and even shop longer.