Lecture 4: Chapter 4: Emotions, Stress and Job Satisfaction

Question 1

What are emotions?

Answer 1

Psychological, behavioral and physiological episodes experienced towards an object, person or event

–> Occur without awareness often
–> Create state of readiness

Question 2

What are the 2 main characteristics of emotions?

Answer 2

1. Evaluate environmental factors as negative or positive (valence)
2. The degree of activation varies

STUDY THE GRAPH IN SUMMARY P.73

Question 3

What is a teambarometer?

Answer 3

The balance between activation and affect and the results in team behavior

High activ, pos effect: motivated/concentrated
Low activ, pos effect: calm/relaxed
High activ, neg effect: upset/nervous
Low activ, neg effect: bored/unfocussed

Question 4

Why do negative emotions have a bigger effect on our thoughts and actions? What concept is related to this?

Answer 4

They can protect us from harm and are therefore more important for our survival

Valence asymmetry

Question 5

What is valence?

Answer 5

Balance between good/bad, helpful/harmful etc.

Core affect signaling the perceived object should be avoided/approached

(Lading)

Question 6

What are attitudes?

Answer 6

Cluster of beliefs, assessed feelings and behavioral intentions toward a person, object, event (=attitude object)

Question 7

What is the difference between attitudes and emotions? Give 2 aspects

Answer 7

Attitudes = judgements, more stable over time

Emotions = experiences, experienced briefly

Question 8

Of which 3 things do attitudes exist?

Answer 8

Beliefs
Feelings
Behavioral intentions

Question 9

What is cognitive dissonance?

Answer 9

The emotional experience that is caused by the perception that convictions/emotions/behavior aren’t congruent

This inconsistency leads to a need to adapt components toward consistency again

Question 10

How do we reduce cognitive dissonance? Give 3 options

Answer 10

• Reversing behavior (not often possible)
• Changing beliefs and feelings
• Recognizing previous consonant decisions

Question 11

Describe the model of emotions, attitudes and behavior?

Answer 11

1. Perceived environment
2. Cognitive (attitudes: beliefs, feelings, behavioral intentions) and emotional process
3. Behavior!

(P126 book)

Question 12

How do emotions influence attitudes and behavior?

Answer 12

Our brain tags sensory info with emotional markers based on quick evaluations

The markers are automatic and nonconscious

Experienced emotions influence our feelings about attitude object

Question 13

When is the influence of cognitive reasoning and emotions on attitudes most apparent?

Answer 13

When they disagree with each other

Something isn’t right, but they can’t think of any logical reason to be concerned

Question 14

What is emotional labor?

Answer 14

The effort, planning and control needed to express organizationally desired emotions during interpersonal transactions

Question 15

What are display rules?

Answer 15

Norms around the expression and the concealment of relevant emotions at work

Question 16

In what kind of jobs is emotional labor high? Give 3 things

Answer 16

Jobs requiring:
- Frequent/lengthy emotional displays
- Variety of emotional displays
- Intense emotional displays

Question 17

How do emotional display norms vary across cultures?

Answer 17

Expressed emotion discouragement: Japan, Ethiopia

Expressed emotion expected/ allowed: Cuba, Spain

Question 18

What is emotional dissonance?

Answer 18

The psychological tension we experience if the emotions that people display are different from the ones they really have

Question 19

How can an employee experience emotional dissonance?

Answer 19

When emotions in line with ideals of organization aren’t in line with own feeling
–> Surface acting: not sincere

Question 20

What is the difference between surface acting and deep acting?

Answer 20

Surface: superficial pretending, faking the acceptable response

Deep: Producing the emotions that are expected by convincing oneself that behavior is in line with deeper value

Question 21

What is the downside of surface acting?

Answer 21

More stress, less job involvement

Question 22

What are the 5 main strategies for regulating our emotions? Give an example of each

Answer 22

1. Changing the situation: moving out/into workplaces that affect our emotions (move away from annoying customer)
2. Modify the situation: modify current setting to create/avoid emotions (shift to less sensitive topic)
3. Suppress or amplify emotions: block out thoughts/think about things that produce dysfunctional or expected emotions (avoid becoming emotionally attached to patients)
4. Shift attention: change focus of one’s attention (swithc to enjoyable work activity to take you mind off)
5. Reframe the situation: cognitively reevaluate a paricular event so it generates desired emotions (failure: event was a learning moment that had a low probability of succeeding)

Question 23

Which type of acting fits best with the 5 strategies of regulating emotions? Which strategy is most common?

Answer 23

Deep acting

Reframing + shifting attention

Question 24

What is emotional intelligence (EI)?

Answer 24

Set of abilities to perceive emotions and express them correctly

• Process correctly
• Understand them
• Reason about them
• Regulate them in oneself and others

Question 25

What are the 4 dimensions of emotional intelligence?

Answer 25

1. Consciousness of own emotions 2. Control of own emotions 3. Consciousness of emotions of others 4. Control of emotions of others

Question 26

What is empathy?

Answer 26

The ability to understand another person's situation or viewpoint, be sensitive to their thoughts/feelings and experience their emotions

Question 27

What is the hierarchy of the dimensions of emotional intelligence?

Answer 27

Lowest to highest: - Awareness own emotions - Awareness others' emotions - Managing own emotions - Managing other's emotions

Question 28

What happens with emotional intelligence as you grow older?

Answer 28

Emotional intelligence increases with age and is part of maturation

Question 29

What is job satisfaction?

Answer 29

A person's own evaluation over his job and work context. It's a collection of attitudes over different aspects of a job and work context

Question 30

What is the Exit-Voice-Loyalty-Neglect (EVLN) model? What are the 4 ways?

Answer 30

Four ways in which employees can react if they're not satisfied with their job 1. Exit: stop working here 2. Voice: try to change situation by choosing for confrontation 3. Loyalty: waiting for situation to be solved 4. Neglect: reduced engagement, low quality of work, high absence

Question 31

On what does the reaction of an employee towards the EVLN model depend?

Answer 31

Personal characteristics (personality, values, selfconcept) and the situation (job opportunities, responsibilities of employer)

Question 32

What is the happy worker hypothesis? What are 3 catches?

Answer 32

Hypothesis that a happy worker is also a productive worker 1. General attitudes like job satisfaction don't predict behavior well 2. Employee's performance can depend on technological/team aspects 3. Netter job performance might cause job satisfaction instead of opposite

Question 33

What is the service profit chain model?

Answer 33

It models the effect of job satisfaction on customer service and organizational profit The model argues that job satisfaction has a positive effect on customer service, which is advantageous to share holders

Question 34

What are 2 key explanations of why more satisfied employees generate happier customers?

Answer 34

1. Job satisfaction puts employees in good mood, which makes them produce more friendly emotions towards customers 2. Job satisfaction leads to less employee retention, so more experienced employees serve customers

Question 34

What are the 5 steps mentioned in the service profit chain model?

Answer 34

1. Worplace practices increase/decrease job satisfaction 2. Influence employee retention and motivation 3. Influence service quality 4. Affects customer satisfaction and their loyalty 5. These customers influence profit and growth of organization

Question 35

What is affective organizational commitment? What is continuance commitment? What is normative commitment?

Answer 35

Affective = Individual's emotional attachment, involvement and identification with an organization Continuance = An individual's calculative attachment to an organization Normative = felt obligation or moral duty to the organization --> Norm of reciprocity

Question 36

What is the norm of reciprocity?

Answer 36

A felt obligation of helping or giving something of value to someone who has already helped or given smth to you

Question 37

What are the 3 types of organizational commitment?

Answer 37

1. Affective organizational commitment 2. Continuance commitment 3. Normative commitment

Question 38

What is the difference between affective and continuance commitment?

Answer 38

Affective = intrinsically motivated, originates from self-concept Continuance = externally motivated, leaving would mean significant social or financial costs (can't afford to quit)

Question 39

What are the 5 main strategies for increasing organizational engagement?

Answer 39

1. Justification and support: organizations fulfill duties towards employees, have humanitarian values 2. Shared values: identification with an organization is high if the values of employee are congruent with values of organization 3. Trust: one person holds for another in risky situations, reciprocity 4. Organizational understanding: employees understand organization and its goals 5. Employee engagement: employees are engaged because of psychological connectedness

Question 40

What is stress?

Answer 40

An adaptive response to a situation that is perceived as challenging or threatening to the person's wellbeing A physiological response to external conditions

Question 41

What is the difference between distress and eustress?

Answer 41

Distress is a type of stress, but distress covers only negative experiences Eustress is a type of stress that covers positive experiences, that make us feel motivated and self-efficacious

Question 42

What is the General Adaptation Syndrome?

Answer 42

The idea that people have consisten physiological responses when faced with stressful occasions

Question 43

Which 3 stages does the general adaptation syndrome model have?

Answer 43

1. Alarm reaction: perception of threat, activation physiological responses 2. Resistance: biochemical, psychological, behavioral mechanisms are activated and individual has more energy to deal with situation--> Leads to lower immune system resources 3. Exhaustion: if the stress is prolonged See exhibit 4.7 p 78 summary

Question 44

What is cynicism/depersonalization and what is the relationship with stress?

Answer 44

Indifferent work attitude toward work, cynical view of organization and tendency to strictly follow rules rather than to adapt to needs of others This happens when there is so much stress, there is a job burnout

Question 45

What are consequences of too much distress?

Answer 45

- Muscle ache - Emotional problems - Serious illeness - Burnout

Question 46

What is a burn-out?

Answer 46

Happens if people are emotionally exhausted and cynical and experience decreased personal accomplishments

Question 47

What are stressors? Give 4 main work-related stressors

Answer 47

Any environmental conditions that place a physical or emotional demand on the person - Organizational constraints (lack of budget, equipment) --> interference task performance - Intimidation/rudeness/conflict - High work pressure - Few control: can't adjust pace of the load to own energy

Question 48

What are 5 different ways of dealing with stress?

Answer 48

1. Removing stress factor 2. Moving away from stress factor 3. Changing one's perception of stress factor (positive evaluation) 4. Controlling consequences of stress 5. Receiving social support from people close to the person

Question 49

What is work-life integration and how does it deal with workrelated stress?

Answer 49

The degree that people are engaged in their various work and nonwork roles and have a low degree of role conflict across those domains Deals with workrelated stress by removing stressor. E.g. personal leave benefits for maternity leave, flexibility to pick up kids from school

Question 50

What is the most often used strategy that employees manage stress? Give an example

Answer 50

Withdrawal from stressor --> E.g. going on holiday to recover from stress and reenergize

Question 51

What do we mean with changing stress perceptions?

Answer 51

A way to manage stress by coaching employees to improve self-concept, personal goal setting and self-reinforcement practices Also: humor can improve optimism and create positive emotions by taking psychological weight off a stressful situation

Question 52

How do you control the consequences of stress?

Answer 52

Keeping physically fit and maintaining healthy lifestyle

Question 53

What is meant with the strategy of receiving social support when dealing with stress?

Answer 53

Social support networks buffer an individual's stress experience. This can improve the person's optimism and self-confidence, because it makes people feel valued and worthy

Question 54

What is meant with the tend and befriend response? Which gender follows this route more often? What does the other gender do?

Answer 54

Response to stress by seeking social support Female: tend and befriend Male: fight or flight

Question 55

What is the difference between emotions and moods?

Answer 55

Moods aren't directed to something and last longer

Question 56

What are 3 ways you can develop emotional intelligence?

Answer 56

Training Feedback Coaching

Question 57

What are 5 beneficial outcomes of high emotional intelligence?

Answer 57

1. Better teamwork 2. Better emotional labor 3. Effective leadership 4. Decisions involving others 5. Positive mindset in creativity

Question 58

People experience less stress or less negative stress outcomes when they have (4):

Answer 58

1. Better physical health 2. Appropriate coping strategies 3. Personality: low neuroticism, high extraversion 4. Positive self-concept

Question 59

Give examples of job resources

Answer 59

Support, autonomy, feedback, tools Increasing resources can help employees to deal with stress