Topic 3 - BSO Flashcards
What are emotions defined as?
Psychological, behavioral, and physiological episodes experienced toward an object, person, or event that create a state of readiness.
Episodes can range from brief events lasting milliseconds to several minutes.
What are moods?
Lower intensity emotions without any specific target source.
Moods are not directed toward a specific object.
What are the two dimensions of emotions?
- Activation: How much the emotion demands our attention and motivates us to act
- Evaluation: Whether we evaluate the emotion as good or bad, helpful vs harmful
These dimensions help in understanding how emotions influence behavior.
Define attitude.
The cluster of beliefs, assessed feelings, and behavioral intentions towards a person, object or event.
What is cognitive dissonance?
A state of anxiety that occurs when an individual’s beliefs, feelings, and behaviors are inconsistent with one another.
How do attitudes differ from emotions?
- Attitudes: Judgments about an attitude object based mainly on rational logic, usually stable for days or longer
- Emotions: Experiences related to an attitude object based on responses to the environment, usually experienced for seconds or less.
What is emotional labor?
Effort, planning, and control needed to express organizationally desired emotions during interpersonal transactions.
What factors increase emotional labor?
- Frequent and long duration display of emotions
- Displaying a variety of emotions
- Displaying more intense emotions
How does emotional labor vary across cultures?
- Minimal emotional expression in Korea, Japan, Austria
- Encourage emotional expression in Kuwait, Egypt, Spain, Russia
What is emotional dissonance?
Conflict between true and required emotions.
Define emotional intelligence.
Ability to perceive and express emotion, assimilate emotion in thought, understand and reason with emotion, and regulate emotion in yourself and others.
What are the four dimensions of emotional intelligence?
- Self-awareness
- Social awareness
- Self-management
- Relationship management
How can emotional intelligence be improved?
It can be learned, especially through coaching.
What is job satisfaction?
A person’s evaluation of his or her job and work context.
What is the E.V.L.N model?
A model that outlines four responses to dissatisfaction: Exit, Voice, Loyalty, Neglect.
What is the relationship between job satisfaction and job performance?
Happy workers are moderately more productive; however, job satisfaction is a poor predictor of specific behaviors.
How does job satisfaction affect customer satisfaction?
Job satisfaction increases customer satisfaction and profitability because it affects mood and reduces employee turnover.
Define affective commitment.
Emotional attachment to, identification with, and involvement in an organization.
What is stress?
An adaptive response to a situation perceived as challenging or threatening to a person’s well-being.
What are the two types of stress?
- Eustress: A necessary part of life that activates and motivates people
- Distress: The deviation from healthy functioning.
What are the stages of the General Adaptation Syndrome?
- Alarm Reaction
- Resistance
- Exhaustion
What are common workplace stressors?
- Harassment and incivility
- Work overload
- Low task control
What is psychological harassment?
Repeated and hostile conduct that affects an employee’s dignity or integrity, resulting in a harmful work environment.
What constitutes sexual harassment?
Unwelcome conduct that has a detrimental effect on work environment or job performance.
