New Genre of Leadership and Emotions

Question 1

What are emotions?

Answer 1

Intense feelings that are directed at someone or something

Question 2

What is affect?

Answer 2

A broad range of emotions that people experience

Question 3

What are moods?

Answer 3

Feelings that tend to be less intense than emotions and that lack a contextual stimulus

Question 4

How does conflict arise within a person?

Answer 4

Conflict may arise when others expect you to feel a certain way but you feel another. When the two diverge, oppose or misalign, this may create emotional and internal conflict.

Question 5

What is the idea of emotional labour according to H and B (2013)?

Answer 5

The act of expressing organisationally required emotions during interactions with others at work

Question 6

What does emotional labour involve according to Arlie Hochschild?

Answer 6

Managing ones emotions, displaying emotions in interactions, creating a particular impression/feeling/response in others

Question 7

When is emotional labour important?

Answer 7

In service sector: airlines, hotels, food and beverage organisations

Question 8

What is the case of emotional labour according to Arlie Hochschild?

Answer 8

Hochschild demonstrated emotional labour in the work of airline stewardesses

Question 9

What is emotional dissonance?

Answer 9

Inconsistencies between the emotions we feel and the emotions we project.

Question 10

What are felt emotions?

Answer 10

Emotions that employees actually feel

Question 11

What are displayed emotions?

Answer 11

Emotions that employees are required to show

Question 12

What strategy do Taylor and Tyler (2000) put forward for dealing with emotional dissonance?

Answer 12

• Resisting, by consciously engaging in behaviours that they are not supposed to engage in
• Complying, when authority is watching
• Emphasising performance over individual needs
• Focus on other aspects of work, such as technical skills and safety
• Constructing individual spaces in order to cope with dissonance

Question 13

What is surface acting?

Answer 13

Emotion suppression - not displaying how you feel

Emotion simulation - displaying emotions you do not feel

No internalisation of emotions

Question 14

What is deep acting?

Answer 14

Process of attempting to modify one’s felt emotions - based on display rules

So that one really experiences them

Inner feelings about organisational role and customer they serve

Outward behaviour becomes automatic

Question 15

What is the first step of managing emotional dissonance?

Answer 15

Appraisal and expression of emotion:

• Awareness of own emotion
• Accurate expression of own emotion
• Aware of others’ emotions
• Showing empathy for others’ emotions

Question 16

What is the second step for managing emotional dissonance?

Answer 16

Knowledge about emotion:

• Knowing causes of emotions
• Knowing consequences of emotion
• Knowing how emotion can progress over time

Question 17

What is the third step for managing emotional dissonance?

Answer 17

Use of emotion to enhance cognitive process and thinking:

• Directing attention to the source of the emotion
• Using emotion to facilitate making choices
• Using specific emotions to enhance certain cognitive processes

Question 18

What is the fourth step for managing emotional dissonance?

Answer 18

Management of emotions:

• Meta regulation of mood to achieve goals
• Inducing emotions in others to achieve goals
• Positive mood maintenance (in self)
• Negative mood repair or improvement (in self)
• Management of others’ emotions (e.g optimism and frustration)