Week 3 Workplace Emotions, Attitudes and Stress. Flashcards
Emotions Defined:
Psychological, behavioural and physiological episodes experienced toward an object, person or event that create a state of readiness
Emotions are experiences. They represent changes in our _____ state, _____ state and _____.
physiological, psychological, behaviour
Emotions put us in a state of _____
readiness
_____ represent the cluster of _____, assessed feelings and behavioural _____ towards a person, object or event (called an attitude object):
Attitudes, beliefs, intentions
These are established perceptions about the attitude object
Beliefs
Feelings represent _____ or _____ evaluations of the attitude object
positive, negative
_____ _____ represent motivation to engage in a particular behaviour regarding the attitude object
Behavioural intentions
A state of anxiety that occurs when an individual’s beliefs, feelings and behaviours are inconsistent with one another
Cognitive Dissonance
Cognitive Dissonance is most common when behaviour is
Known to others
Done voluntarily
Cannot be undone
Conscious reasoning is known as
Cognition
Perceptions, attitudes, decisions and behaviour are influenced by _____ and _____.
Cognition and emotion
_____ processes occur before _____
Emotional, cognitive
Attitudes are _____ whereby emotions are _____
judgements, experiences
_____ are your established _____ about the ____ object
Beliefs, perceptions, attitude
_____ represent your ____ or ____ evaluations opt the attitude object
Feelings, positive or negative
_____ intentions represent your _____ to engage in a particular behaviour regarding the _____ object
Behavioural, motivation, attitude
The emotions–attitudes–behaviour model illustrates that attitudes are shaped by _____ emotional experiences Thus, successful companies actively create more ______ than _____ emotional episodes
ongoing, positive, negative
Emotions are also partly determined by a person’s _____, not just workplace experiences
personality
Some people, especially _____, experience _____ emotions as a _____ trait
extroverts, positive, natural
Positive and negative emotional _____ affect a person’s _____, turnover and long-term work _____.
traits, attendance, attitudes
Display rules are norms that require us to display
specific emotions and to hide others
The larger the gap between _____ and ____ emotion, the more the employees tends to experience _____, job burnout and _____ separation form self
required, true, stress, psychological
What is the name of conflict between required and true emotions
Emotional Dissonance
Emotional dissonance can be minimised through _____ acting rather than _____.
Deep, surface
Deep acting
Changing true emotions to match to match that of required emotion
Surface acting
When a person tries to modify their behaviour to be constant with required emotions but they continue to hold different internal feelings.
A set of abilities to perceive and express emotion, assimilate emotion in thought, understand and reason with emotion, and regulate emotion in oneself and others
Emotional intelligence.
Name the 4 dimensions of Emotional Intelligence
Awareness of own emotions
Management of one’s own emotions
Awareness of other’s emotions
Management of other’s emotions
The following points are key to ______ _______ _____
EI is associated with some personality traits, as well as with parental EI
EI now becomes a selection criteria
Can be learned, especially through coaching
EI increases with age and maturity
Improving Emotional Intelligence
A person’s evaluation of his or her job and work context
A collection of attitudes about specific facets of the job is known as
Job satisfaction
EVLN =
Exit
Voice
Loyalty
Neglect
Exit characteristics
- Leaving the situation
* Quitting, transferring
• Changing the situation
• Problem solving, complaining
are characteristics of
Voice
Loyalty means to
patiently wait for the situation to improve
Neglect chracterisitcs
- Reducing work effort/quality
* Increasing absenteeism
Job satisfaction increases customer satisfaction and profitability because job satisfaction affects
mood, leading to positive behaviours toward customers
Job satisfaction reduces _____ turnover, resulting in more _____ and familiar service
employee, consistent
a theory explaining how employees’ job satisfaction influences company profitability indirectly through service quality, customer loyalty and related factors
Service profit chain model
Affective organisational loyalty is the employee’s ______ attachment to, ______ with and ______ in a particular organisation.
emotional, identification, involvement
Continuance commitment
A calculative bond with the organisation.
Job satisfaction is also an _____ issue that influences the organisation’s _____ in the community
ethical, reputation
Organisational (affective) commitment can affect _____, _____, _____citizenship and job performance as well as customer satisfaction. However, can lead to conformity and less creativity
retention, motivation, organisational
Continuance commitment can be _____ and lead to _____ performance and _____ organisational citizenship behaviours
dysfunctional, lower, less
Building (Affective) Commitment comprises of 5 strategies
Justice/ support Shared values Trust Organisational Comprehension Employee Involvement
Justice/ support is supportive of employee wellbeing as it applies humanitarian values such as
fairness, courtesy, forgiveness and moral integrity
Where employees believe their values are congruent with the organisation’s dominant values
Shared values
This refers to the positive expectations that one has towards another person or group in situations involving risk
Trust
Organisational Comprehension refers to how well employees understand the organisation including
knowledge of the firm’s past/present/future and also utilising fast and rapid communication
- Employees feel part of company
* Involvement demonstrates trust
Employee Involvement
Stress is an adaptive response to a situation that is perceived as
challenging or threatening to the person’s wellbeing
A physiological and psychological condition that prepares us to adapt to hostile or noxious environmental conditions
Stress
Eustress versus distress
Physiologically
Behaviourally
Psychologically
Cardiovascular disease, hypertension, headaches are
Physiological consequences of distress
Work performance, accidents, absenteeism, aggression, poor decisions are all _____ consequences of
Behavioural, distress
Psychological consequences of distress include
Dissatisfaction, moodiness, depression, emotional fatigue, burnout
_____ are the causes of stress any _____ condition that places a ____ or _____ demand on the person
Stressors, environmental, physical, emotional
Some common workplace stressors include:
Harassment and incivility
Work overload
Low task control
Repeated and hostile or unwanted conduct, verbal comments, actions or gestures that affect an employee’s dignity or psychological or physical integrity and that result in a harmful work environment for the employee
Psychological Harassment
A hostile work environment is
An intimidating, hostile or offensive working environment
Sexual Harassment is
repeated and hostile or unwelcome conduct, verbal comments, actions or gestures that can have a detrimental effect on work environment or job performance
Working more hours, more intensely than one can cope with and can be affected by globalisation, consumerism, ideal worker norm
Work overload stressors
Task control stressor
Due to lack of control over how and when tasks are performed
Stress increases with responsibility
Traits of Workaholism
Highly involved in work
Inner pressure to work
Low enjoyment of work
Managing Work-Related Stress
* Remove the stressor Minimise or remove stressors *Withdraw from the stressor Vacation, rest breaks *Change stress perceptions Positive self-concept, humour *Control stress consequences Healthy lifestyle, fitness, wellness *Receive social support
_____ and _____ influence attitudes and behaviour
Emotion, cognition,
Emotional _____ and emotional _____ have an important role in the workplace
labour, intelligence
Managers need to strategically so as to
increase job satisfaction and organisational commitment
_____ can be harmful to the employee and the organisation and needs to be managed by both
Stress
The process of emotional exhaustion, cynicism, and reduced personal accomplishment that results from prolonged exposure to stressors
Job burnout
Stressors
Any environmental conditions that place physical or psychological demand on a person
A model of the stress experience, consisting of three stages
Alarm reaction
Resistance
Exhaustion
The process of emotional exhaustion, cynicism and reduced personal accomplishment that results from prolonged exposure to stressors
Job burnout
Emotional exhaustion is characterised by
Lack of energy
Tiredness
The feeling that one’s emotional resources are depleted.
Cynicism (or depersonalisation) is characterised by
An indifferent attitude towards work
Emotional detachment form clients
A cynical view of the organisation and a tendency to follow rules and regulations strictly rather than adapt to the needs of others
Reduced personal accomplishment entails
Feelings of diminished confidence in one’s ability to perform their job well
Work overload
Working more hours, and more intensely during those hours, than one can reasonably manage
Low task control increases the risk of burnout as
facing high workloads without the ability to pace the load to their own energy, attention span and other resources
Individual differences in stress
Exercise and healthy lifestyle
Coping strategies
Personality
