Organizational 4 Behavior 15th Global Edition Chapter Robbins and Judge Emotions and Moods 3-0
Why Were Emotions Ignored in OB? The Myth of Rationality Emotions were seen as irrational A well-run organization didn t allow employees to express frustration, fear, anger, love, hate, joy, grief, or similar feelings thought to be the antithesis of rationality. Managers worked to create emotion-free environments View of Emotionality Emotions were believed to be disruptive Emotions were thought to interfere with productivity Researchers looked at strong negative emotions -especially angerthat interfered with an employee s ability to work effectively. Now we know emotions can t be separated from the workplace 4-1
What are Emotions and Moods? See E X H I B I T 4-1 4-2
What are Emotions and Moods? Most experts believe emotions are more fleeting than moods. For example, if someone is rude to you, you ll feel angry. That intense feeling probably comes and goes fairly quickly, maybe even in a matter of seconds. When you re in a bad mood, though, you can feel bad for several hours. 4-3
What are Emotions and Moods? Emotions are reactions to a person (seeing a friend at work may make you feel glad) or an event (dealing with a rude client may make you feel frustrated). You show your emotions when you re happy about something, angry at someone, afraid of something. Moods aren t usually directed at a person or an event. Example: When a colleague criticizes how you spoke to a client, you might show emotion (anger) toward a specific object (your colleague). But as the specific emotion dissipates, you might just feel generally dispirited. You can t attribute this feeling to any single event; you re just not your normal self. You might then overreact to other events. This affect state describes a mood. 4-4
What are Emotions and Moods? 4-5
The Basic Emotions While not universally accepted, there appear to be six basic emotions: 1. Anger 2. Fear 3. Sadness 4. Happiness 5. Disgust 6. Surprise All other emotions are subsumed under these six May even be placed in a spectrum of emotion: Happiness surprise fear sadness anger disgust 4-6
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Basic Moods: Positive and Negative Affect Emotions cannot be neutral. Emotions ( markers ) are grouped into general mood states. Mood states affect perception and therefore perceived reality. E X H I B I T 4-2 4-8
What Is the Function of Emotion? Emotions can aid in our decision-making process. Many researchers have shown that emotions are necessary for rational decisions. Thinking Feeling Decision Making 4-9
What Is the Function of Emotion? 4-10
Sources of Emotion and Mood Personality affect intensity differs. 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 See E X H I B I T 4-3 and 4-4 for Emotion Timing 4-11
Sources of Emotion and Mood See E X H I B I T 4-3 and 4-4 for Emotion Timing 4-12
Sources of Emotion and Mood See E X H I B I T 4-3 and 4-4 for Emotion Timing 4-13
Sources of Emotion and Mood Weather Many people believe their mood is tied to weather Researchers suggest whether has little effect on mood. Stress An impending deadline, the loss of a big sale etc. would negatively affect moods. Even low levels of constant stress can worsen moods Social Activities Do you tend to be happiest when out with friends? Physical, informal, and dining activities increase positive moods See E X H I B I T 4-3 and 4-4 for Emotion Timing 4-14
Sources of Emotion and Mood See E X H I B I T 4-3 and 4-4 for Emotion Timing 4-15
More Sources of Emotion and Mood Sleep Sleep quality does affect mood. Poor or reduced sleep impairs decision making and makes it difficult to control emotions. Exercise Enhances people s positive mood. 4-16
More Sources of Emotion and Mood 4-17
More Sources of Emotion and Mood Age Older folks experience fewer negative emotions Gender Women tend to be more emotionally expressive, feel emotions more intensely, have longer-lasting moods, and express emotions more frequently than do men Evidence from a study of participants from 37 different countries found that men consistently report higher levels of powerful emotions like anger, whereas women report more powerless emotions like sadness and fear. 4-18
Emotional Labor An employee s expression of organizationally desired emotions during interpersonal transactions at work. See E X H I B I T 4-5 for Emotional Labor and Pay 4-19
Emotional Labor Emotional Dissonance: Employees have to project one emotion while simultaneously feeling another Can be very damaging and lead to burnout Types of Emotions: Felt: the individual s actual emotions Displayed: required or appropriate emotions Surface Acting: displaying appropriately but not feeling those emotions internally Deep Acting: changing internal feelings to match display rules See E X H I B I T 4-5 for Emotional Labor and Pay 4-20
Emotional Intelligence (EI) Emotional intelligence (EI) is a person s ability to (1) perceive emotions in the self and others, (2) understand the meaning of these emotions, and (3) regulate one s emotions accordingly in a cascading model 4-21
Emotional Intelligence (EI) Example: Diane Marshall is an office manager. Her awareness of her own and others emotions is almost nil. She s moody and unable to generate much enthusiasm or interest in her employees. She doesn t understand why employees get upset with her. She often overreacts to problems and chooses the most ineffectual responses to emotional situations. Diane has low emotional intelligence 4-22
Emotional Intelligence (EI) EI plays an important role in job performance According to a study, EI was the key quality that differentiates the success of American presidents (from Franklin Roosevelt to Bill Clinton). One simulation study also showed that students who were good at identifying and distinguishing among their own feelings were able to make more profitable investment decisions. 4-23
OB Applications of Emotions and Moods Selection EI should be a hiring factor, especially for social jobs. Decision Making Positive emotions can lead to better decisions. Creativity Positive mood increases flexibility, openness, and creativity. Motivation Positive mood affects expectations of success; feedback amplifies this effect. Leadership Emotions are important to acceptance of messages from organizational leaders. 4-24
OB Applications of Emotions and Moods 4-25
OB Applications of Emotions and Moods 4-26
More OB Applications of Emotions and Moods Negotiation Emotions, skillfully displayed, can affect negotiations. Customer Services Emotions affect service quality delivered to customers which, in turn, affects customer relationships. Emotional Contagion: catching emotions from others. Job Attitudes Can carry over to home, but dissipate overnight. Deviant Workplace Behaviors Negative emotions lead to employee deviance (actions that violate norms and threaten the organization). Manager s Influence Leaders who are in a good mood, use humor, and praise employees increase positive moods in the workplace. 4-27
Global Implications Do people experience emotions equally? No. Culture can determine type, frequency, and depth of experienced emotions. Do people interpret emotions the same way? Yes. Negative emotions are seen as undesirable and positive emotions are desirable. However, the value of each emotion varies across cultures. Do norms of emotional expression vary? Yes. Some cultures have a bias against emotional expression; others demand some display of emotion. How the emotions are expressed may make interpretation outside of one s culture difficult. 4-28