Role of Emotions in Communication

Question 1

What is the traditional view of emotionality?

Answer 1

• Myth of Rationality
  
  • Emotions seen as irrational
  • Managers worked to make emotion-free environments
• View of Emotionality
  
  • Emotions were believed to be disrupted
  • Emotions interfered with productivity
  • Only negative emotions were observed

Question 2

What are display rules?

Answer 2

• Emotional expressions are governed by display rules

- Emotion display rules dictate which emotions should and should not be expressed under which conditions

Question 3

What influence display rules?

Answer 3

• Relational expectations (status and familiarity)
• Occupational expectations
• Cultural expectations

Question 4

What is emotional labour?

Answer 4

An employee’s expression of organisational desired emotions during interpersonal transactions at work

Question 5

What is an emotional distance?

Answer 5

• Employees have to project on emotion while simultaneously feeling another
• Can be very damaging if not properly managed, and can lead to burnout

Question 6

What types of emotions are there?

Answer 6

• Felt

* Displayed

Question 7

What types of displayed emotions are there?

Answer 7

• Surface Acting
  
  • Hiding one’s inner feelings and forgoing emotional expressions in response to display rules
• Deep Acting
  
  • Trying to modify one’s true inner feelings based on display rules

Question 8

What is emotional regulation?

Answer 8

• To identify and modify the emotions you feel
• Strategies to change your emotions include thinking about more pleasant things, suppressing negative thoughts, distracting yourself, reprising the situation, or engaging in relaxation techniques

Question 9

What is emotional intelligence?

Answer 9

• A person’s ability to:
  
  • Be self aware
    
    • Recognising own emotions when experienced
  • Detect emotions in others
  • Manager emotional cues and information

Question 10

What is the case for and against EI?

Answer 10

• Case for EI
  
  • Intuitive appeal
  • Predicts criteria that matter
  • Is biologically based
• Case against EI
  
  • Too vague a concept
  • Can’t be measured
  • Its personality by a different name

Question 11

What is affect?

Answer 11

Emotional aspects of life

Question 12

What is an intra-individual process?

Answer 12

• How we feel can inform our decision
  
  • Intuition or ‘gut feeling’
  • Sometimes emotions effect out judgements and actions without our conscious awareness

Question 13

What is an inter-individual process?

Answer 13

feelings of others carry vital information about the message communicated

Question 14

How can anger be managed?

Answer 14

• S
  
  • Self - how important is the matter, is it worth being angry
• C
  
  • Context - is this the approritate time and place
• R
  
  • Receiver - Is this who wish to express your anger with
• E
  
  • Effect - What effect do you want to achieve
• A
  
  • Aftermath - the repercussions of the expression
• M
  
  • Message - what message would be appropriate