Chapter 4 Workplace Emotions, Attitudes, and Stress Flashcards
Emotions
are physiological, behavioural, and psychological episodes experienced toward an object, person, or event that create a state of readiness
2 common features of emotions
One feature is that emotions vary in their level of activation
The second feature is that all emotions evaluate the situa- tion as positive or negative
Attitudes model
1) Beliefs
2) Feelings
3) Behavioural intentions
Emotional markers
Our brain tags incoming sensory information with emotional markers based on a quick and imprecise evaluation of whether that information supports or threatens our innate drives.
Cognitive Dissonance
An emotional experience caused by a perception that our beliefs, feelings, and behaviour are incongruent with one another.
Emotional Labour
The effort, planning, and control needed to express organizationally desired emotions during interpersonal transactions.
Display Rules
These norms or explicit rules require employees to display behaviours representing specific emotions and to hide observable evidence of other emotions.
Emotional Intelligence
set of abilities to perceive and express emotion, assimilate emotion in thought, understand and reason with emotion, and regulate emotion in oneself and others.
4 main dimensions of EI
1) Awareness of our emotions
2) Management of our emotions
3) Awareness of others’ emotions
4) Management of others’ emotions
Job Satisfaction
a person’s evaluation of their job and work context. It is an appraisal of the perceived job characteristics, work environment, and emotional experiences at
work.
EVLN Model
exit-voice-loyalty-neglect (EVLN) model The four ways, as indicated in the name, that employees respond to job dissatisfaction.
Service profit chain model
A theory explaining how employees’ 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 Attachment
An individual’s calculative attachment to an organization.
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.
