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Organizational BehaviorEMOTIONS AND MOODS
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Why Were Emotions Excluded from OB Study?
The “Myth of Rationality” Emotions were seen as irrational
Managers worked to make emotion-free environments
View of Emotionality Emotions were believed to be disruptive
Emotions interfered with productivity
Only negative emotions were observed
Now we know emotions can’t be separated from the workplace
Affect, Emotions, and Moods
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Basic emotionsDozens of emotions including anger, contempt, enthusiasm,
envy, happiness, hate, hope, jealousy, joy, love, and sadness.
Researchers have tried to limit them to a fundamental set.
But some argue that it makes no sense to think in terms of
“basic” emotions.
Psychologists have tried to identify basic emotions by
studying facial expressions.
Many researchers agree on six essentially universal
emotions.
Basic emotions
While not universally accepted, there appear to be six
basic emotions:
Anger
Fear
Sadness
Happiness
Disgust
Surprise
• May even be placed in a spectrum of emotion:
Happiness Surprise Fear Sadness Anger
The Basic Moods: Positive and Negative Affect
Positive emotions—such as joy and gratitude—express a
favorable evaluation or feeling. Negative emotions—such as
anger or guilt—express the opposite.
Emotions can’t be neutral. Being neutral is being non-
emotional.
When we group emotions into positive and negative
categories, they become mood states because we are now
looking at them more generally.
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The Basic Moods: Positive and Negative Affect
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• Classifying Moods: Positive and Negative Affect
The Basic Moods: Positive and Negative AffectPositive affect: a mood dimension consisting of positive
emotions such as excitement, self-assurance, and
cheerfulness at the high end and boredom, sluggishness, and
tiredness at the low end.
Negative affect: a mood dimension consisting of
nervousness, stress, and anxiety at the high end and
relaxation, tranquility, and poise at the low end.
People recall negative experiences more readily than
positive ones.
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A link between emotions and decision making
The experience of Phineas Gage
An important link between emotions and rational thinking: Losing the ability to emote led to loss of the ability to reason.
Emotions provide valuable information that helps our thinking process.
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The Functions of Emotions
Research has shown that emotions are necessary for rational thinking.
They help us make better decisions and help us understand the world
around us.
If we are going to make decisions, we need to incorporate both
thinking and feeling.
The Functions of Emotions
A growing body of research has begun to examine the relationship
between emotions and moral attitudes.
Most people who think about these situations do have at least some
sense of an emotional stirring that might prompt them to engage in
ethical actions like donating money to help others, apologizing and
attempting to make amends, or intervening on behalf of those who
have been mistreated.
People who are behaving ethically are at least partially making
decisions based on their emotions and feelings, and this emotional
reaction will often be a good thing.
Blizzard’s efforts
Informal and physical increase positive moods.
Blizzard offers employees yoga classes,
a sand volleyball court, basketball
court, bike track, and fitness center.
Blizzard believes these activities result
in happier, healthier, and more
productive employees.
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Sources of Emotions and Moods
Personality: affect intensity
Bobby Knight and Bill Gates
The first is easily moved to anger, while the other is
relatively distant and unemotional.
Affectively intense people experience both positive and
negative emotions more deeply.
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When would you deliver bad news to your followers? Monday morning or Friday afternoon?
Day and Time of the Week
There is a common pattern for all of us
Happier in the midpoint of the daily awake period
Happier toward the end of the week
Sources of Emotions and Moods
Our Moods Are Affected by the Day of the Week
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Our Moods Are Affected by the Time of Day
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Weather
Illusory correlation – no effect
Stress
Even low levels of constant stress can worsen moods
Social Activities
Physical, informal, and dining activities increase positive moods
Sources of Emotions and Moods
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Sleep
Poor sleep quality increases negative affect
Exercise
Does somewhat improve mood, especially for depressed people
Sources of Emotions and Moods
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Age
Older folks experience fewer negative emotions
Sex
Women tend to be more emotionally expressive, feel emotions more intensely, have longer-lasting moods, and express emotions more frequently than do men
Due more to socialization than to biology
Sources of Emotions and Moods
High fives at Apple store
Jobs also require emotional labor.
Employees’ smiles and high fives are expressions of emotional labor that Apple requires
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Emotional Labor-An employee’s expression of
organizationally desired emotions during interpersonal
transactions at work.
Waitresses are supposed to be friendly and cheerful.
Emotional Dissonance:
Employees have to project one emotion while
simultaneously feeling another
Can be very damaging and lead to burnout
Impact emotional labor has on employees
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Types of Emotions:
Felt: the individual’s actual emotions
Displayed: required or appropriate emotions
Two levels of displayed emotions
Surface Acting: is hiding inner feelings and forgoing emotional expressions in response to display rules.
Deep Acting: is trying to modify our true inner feelings based on display rules.
Surface acting is more stressful to employees because it entails denying their true emotions.
Impact emotional labor has on employees
In summary,
Emotions provide valuable insights about behavior
Emotions, and the minor events that cause them, should not be ignored at work; they accumulate
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Starbucks Barista
Hiring employees with high emotional intelligence is important.
Selects baristas who relate well to customers, connect with them, and uplift their lives.
Emotional intelligence plays an important role in job performance
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Emotional intelligence
A person’s ability to:
Be self-aware (to recognize his or her own emotions as experienced),
Detect emotions in others, and
Manage emotional cues and information.
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Emotional intelligence and job performanceModerately associated with high job performance
A study on U.S presidents
Successful presidents:
Unsuccessful presidents:
Emotional Intelligence on Trial
The case for:
Intuitive appeal – it makes sense
EI predicts criteria that matter –positively correlated to high job performance
Study suggests that EI is neurologically based
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Emotional Intelligence on Trial
The case against:
EI is too vague a concept
EI can’t be measured
EI is so closely related to intelligence and personality that it is not unique when those factors are controlled
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Apply Emotions to OB Issues
Selection
EI should be a hiring factor, especially for social jobs that demand a high degree of social interaction
At L’Oreal, salespersons selected on EI scores outsold those hired using the company’s old selection procedure
Decision Making
Moods and emotions have important effects on decision making.
Positive emotions also enhance problem-solving skills, so positive people find better solutions to problems.
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Apply Emotions to OB Issues
Creativity
People experiencing positive moods or emotions are
more flexible and open in their thinking, which may
explain why they’re more creative.
Supervisors should actively try to keep employees
happy because doing so creates more good moods,
which in turn leads people to be more creative.
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Apply Emotions to OB Issues Motivation
The positive-mood people reported higher expectations
of being able to solve the puzzles, worked harder at
them, and solved more puzzles as a result.
Giving people performance feedback influences their
mood, which then influenced their motivation.
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Apply Emotions to OB IssuesLeadership
Effective leaders rely on emotional appeals to help convey
their messages.
The expression of emotions in speeches is often the
critical element that makes us accept or reject a leader’s
message.
By arousing emotions, increase the likelihood that
managers and employees alike will accept message.
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Apply Emotions to OB Issues
Customer Services Emotions affect service quality delivered to customers which
affects customer relationships Employees’ emotions can transfer to the customer: Emotional
Contagion - “catching” emotions from others
Deviant Workplace Behaviors Negative emotions lead to employee deviance (actions that
violate norms and threaten the organization). An envious employee could backstab another employee,
negatively distort others’ successes, and positively distort his own accomplishments.
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Apply Emotions to OB IssuesSafety and Injury at WorkDon’t do dangerous work when in a bad mood.
How Managers Can Influence Moods
Leaders who are in a good mood, use humor, and praise employees increase positive moods.
selecting positive team members can have a contagion effect because positive moods transmit from team member to team member.
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Global Implications
Does the degree to which people experience emotions vary across cultures?
Do people’s interpretations of emotions vary across cultures?
Do the norms for the expressions of emotions differ across cultures?
“YES” to all of the above!
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Keep in Mind…
Positive emotions can increase problem-solving skills
People with high EI may be more effective in their jobs
Managers need to know the emotional norms for each culture they do business with
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