صفحه 1:
Chapter
Robbins & Judge
Organizational Behavior
13th Edition
Bob Stretch
‘Southwestern College
صفحه 2:
> After studying this chapter, you should be able
to:
~ Differentiate emotions from moods, and list the basic
emotions and moods.
- Discuss whether emotions are rational and what
functions they serve.
~ Identify the sources of emotions and moods.
~ Show the impact emotional labor has on employees.
~ Describe Affective Events Theory and identify its
applications.
- Contrast the evidence for and against the existence of
emotional intelligence.
~ Apply concepts about emotions and moods to specific OB
issues.
- Contrast the experience, interpretation, and expression
of emotions across cultures.
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صفحه 3:
> 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
o 28 Sepanated. fromthe ده
workplace
صفحه 4:
ec
A broad range of emotions that people
Emotions Moods
5
Feelings that tend to
be less intense than
emotions and that lack a
‘contextual stimulus
9
Intense feelings that are
‘directed at someone or
‘something
7
4و
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صفحه 5:
> While not universally accepted, there
appear to be six basic emoti
Anger 3 2
Fear
Sadness
Happines;
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 -
© 2009 PredligggARB tne. All rights reserved. 85
ع و ايم كر او
صفحه 6:
> Emotions cannot be neutral.
> Emotions (“markers”) are grouped into
general mood states.
> Mood states affect perception and therefore
perceived =o7i#=
37
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صفحه 7:
> Do Emotions Make Us Irrational?
~ Expressing emotions publicly may be damaging
to social status
~ Emotions are critical to rational decision-
making
- Emotions help us understand the world around
us
> What Functions Do Emotions Serve?
- Darwin argued they help in survival problem-
solving
- Evolutionary psychology: people must
experience emotions as there is a purpose
behind them
© 2009 Prentice-Hall Inc. All rights reserved.
- Not all researchers agree with this assessment *
صفحه 8:
> Personality
- There is a trait component - affect intensity
> Day and Time of the Week
~ There is a common pattern for all of us
* Happier in the midpoint of the daily awake
* Happier toward the end of the week
> 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
ere tek
7
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صفحه 9:
> Sleep
- Poor sleep quality increases negative affect
> Exercise
- Does somewhat improve mood, especially for
depressed people
> 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
- Due more to socialization than to biology
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صفحه 10:
An employee’s expression of organizationally
desired emotions during interpersonal
transactions at work.
»>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 - very stressful
7۳017177
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صفحه 11:
> An event in the work environment
triggers positive or negative emotional
reactions
- Personality and mood determine response intensity
~ Emotiane can influence a broad rance of work
| Werk Environment
1781 of
the eb
+ Jeb demande
* Requirements for
‘motional labor
bb Satisfction
Werk Events Emotional Reactions |”
> تاه راوج * Fosive
* Daly uplits + امس الي موم
Personal Dispositons
* Personally
* Mood
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صفحه 12:
1. An emotional episode is actually the result of a
series of emotional experiences triggered by a
single event
2. Current and past emotions affect job satisfaction
3. Emotional fluctuations over time create variations
in job performance
4. Emotion-driven behaviors are typically brief and
variable
5. Both negative and positive emotions can distract
workers and reduce job performance
» Emotions provide valuable insights about
behavior
>» Emotions, and the minor events that
- eause them, should not be ignored at ۶
صفحه 13:
> A person’s ability to:
- Be self-aware
* Recognizing own emotions when experienced
- Detect emotions in others
- Manage emotional cues and information
> EI plays an important role in job
performance
> EI is controversial and not wholly
accepted
- Case for EI:
* Intuitive appeal; predicts criteria that matter; is
biologically-based.
- Case against EI:
© 2009 PrénetOQ.NATUE, A,GOMCEPL: can’t be measured; its
validity is suspect.
3-13
صفحه 14:
> 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.
© 2009 Prentice-Hall Inc. All rights reserved. 14
صفحه 15:
> 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.
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صفحه 16:
> 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, 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
© 2009 Preqtee-Hall pe ral rights tesayed. : oe
interpretation outside of one’s culture difficult
8-16
صفحه 17:
> Moods are more general than emotions and
less contextual
> Emotions and moods impact all areas of OB
> Managers cannot and should not attempt to
completely control the emotions of their
employees
> Managers must not ignore the emotions of
their co-workers and employees
> Behavior predictions will be less accurate if
emotions are not taken int acco 1
مر
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صفحه 18:
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