Organizational Behaviour - Chapter 4 Flashcards
Physiological, behavioral, and psychological episodes experienced toward an object, person, or event that create a state of readiness
Emotions
Represent the cluster of beliefs, assessed feelings and behavioral intentions toward a person, object, or event
Attitude
Established perceptions about the attitude object
Beliefs
represent your conscious positive or negative evaluations of the attitude object
Feelings
A tinge of regret occurs when people perceive that their beliefs, feelings and behaviour are incongruent with each other
Cognitive dissonance
What are some examples of emotional labor?
-concealing frustration when serving an irritating customer
-display compassion to an ill patient
hide boredom in a long meeting with other executives
the effort, planning, and control needed to express organizationally desired emotions during interpersonal transactions
Emotional labour
displaying emotions that are quite different from the emotions they are actually experiencing at the moment
Emotional dissonance
Includes a set of abilities to recognize and regulate one’s own emotions as well as the emotions of other people
Emotional intelligence
What are the four main dimensions of emotional intelligence?
- Awareness of our own emotions
- Management of our own emotions
- Awareness of other’s emotions
- Management of others’ emotions
A person’s evaluation of his or her job and work context
Job satisfaction
What makes up the EVLN model?
Exit
Voice
Loyalty
Neglect
The employees emotional attachment to, involvement in, and identification with an organization
Affective organizational commitment
Calculative attachment to an organization
Continuance commitment
What are the two forms of continuance commitment?
- Employee has no alternative employment opportunities
2. when leaving the company would be a significant financial sacrifice
