WOP workplace emotions, attitudes and stress Flashcards
What two factors contribute to behaviour in the workplace? Which of these may carry more weight and why?
Behaviour in the workplace is influenced by cognitive processes and emotions. Emotions may have a greater effect because they can occur prior to cognitive processes.
What are emotions?
Emotions are physiological, behavioural and psychological episodes experienced toward an object, person or event.
What is the difference between emotions and moods
Moods can last longer
What do all emotions have in common?
Two common features: emotions have a certain valence, also called core affect (e.g: approach or avoid object) and emotions ready us to some extent.
Do we experience emotional valence stronger for negative or positive emotions?Why may this be?
Negative, possibly because they are for survival
What are attitudes?
evaluations of an object or event
What subcategories do attitudes consist of
Attitudes consist of beliefs, feelings and behavioural intentions
What can counteract negative experiences at work?
Positive emotions at work
What affect can feelings have on attitudes?
Feelings can make sure that attitudes differ, even though the beliefs and the behaviours are the same for two people.
When does cognitive dissonance occur
When attitudes and behaviour conflicts
What is the relationship between personality and situations on emotion
Emotions are partly determined by personality. The actual situation in which people work has a stronger influence on their attitudes and behaviour than personality.
What is meant by emotional labour?
Effort, planning and control needed to express organizationally desired emotions during interpersonal transactions
When is emotional labour higher?
When the display rules are precise, if the contact with the client is frequent and long and if the emotions have to be intense.
What is meant by emotional dissonance?
Emotional dissonance refers to the tension when the emotions people are required to display differ from the emotions they are actually experiencing at the moment.
What can help with emotional dissonance?
Surface acting; pretending to feel the expected emotion.
What are the downsides to surface acting and how can this be alleviated?
Surface acting can lead to higher stress and burnout. The psychological damage can be reduced by seeing surface acting as part of a role. This does not deprive the person’s self-worth.
What is deep acting and what does it require?
Deep acting involves visualizing reality differently, which produces emotions more consistent with the required emotion. Deep acting requires emotional intelligence.
What is meant by emotional intelligence
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.
What four dimensions does emotional intelligence consist of?
Awareness and management of our own emotions and awareness and management of others. This is hierarchal with one needed to get the next.
How is emotional intelligence beneficial in the workplace?
Emotional intelligence improves employee performance and well-being. It only improves tasks that require social interaction.
How can one improve emotional intelligence?
Through training and improves with age.
Why is it hard to measure job satisfaction across countries
It mostly uses a single question and there are different cultural values and that job satisfaction changes with economic conditions
What model states that there are 4 ways employees respond to job dissatisfaction?
Exit-Voice-Loyalty-Neglect model (EVLN)
V- change the situation
L- stay loyal and wait
N- neglect their work duties
What important factors can predict how a person will respond to job dissatisfaction
An individual’s personality, values and self-concept. Past experience and the current situation also influence this.
What effect does job satisfaction have on job performance?
People that are satisfied with their job tend to be more productive and have better performance. Job satisfaction doesn’t predict specific behaviours. Some employees cannot change in quality and job satisfaction often arises with improved performance. Job satisfaction has a stronger effect on customer service than overall job performance.
What does the service profit chain model state?
Employees’ job satisfaction influences company profitability indirectly through service quality, customer loyalty and related factors.
How may satisfied employees create happier customers?
Satisfied employees produce happier customers because they are less likely to quit and thus have more work experience and they are in a good mood and this could put customers in a good mood as well.
What is meant by affective organisational commitment?
An individual’s emotional attachment to, involvement in and identification with an organization.
How does this differ to continuance commitment?
Continuance commitment refers to an individual’s calculative attachment to the organization
What are the advantages and disadvantages of affective organisational commitment?
Affective organizational commitment leads to a competitive advantage for the organization, but it leads to higher conformity and thus to lower creativity.
Name five ways an organisation can build and maintain AOC
Justice and support, Shared values, Trust, Organisation comprehension and Employee involvement
What is meant by stress?
Stress is an adaptive response to a situation that is perceived as challenging or threatening to a person’s well-being.
Define distress
Distress is the degree of physiological, psychological and behavioural deviation from healthy functioning
What is the function of Eustress?
Eustress actives and motivates people to achieve goals and change their environments.
What is the general adaptation syndrome?
A model of the stress response consisting of an alarm reaction, resistance to the stress and exhaustion
What health and psychological problems are associated with stress?
health problems, including headaches and cardiovascular disease and psychological consequences, such as job dissatisfaction and depression
What are common symptoms or precursors to burnouts?
emotional exhaustion, cynicism and reduced feelings of personal accomplishment.
What is meant by the term stressors?
Any environmental conditions that place a physical or emotional demand on the person.
What are the four common stressors in the workplace?
Organisational Constraints, interpersonal conflict, Work overload and low task control
What factors are important in dealing with stress?
Physical health, coping strategy and personality are important factors
Name five strategies in reducing stress
Removing the stressor, withdrawing from the stressor, Changing stress perceptions, controlling stress consequences (improving physical health and coping strategy) and receiving social support
Name five ways one can remove the stressor
Flexible and limited work time, Personal leave, job sharing, telecommuting and child care support
What is important in changing stress perception?
Positive self-evaluation and optimism
What are the two components of attitudes?
Cognitive- mental association with an object (belief)
Affective- Positive or negative evaluation
How does the circumflex model of effect relate to work related states?
Negative evaluation, high activation= Workaholism
Negative evaluation, Low activation= Burnout
Positive evaluation, high activation= Work engagement
Positive evaluation, low activation= Job satisfaction
