Emotions and Moods Chapter 7 Essentials of Organizational Behavior, 9/e Stephen P. Robbins/Timothy A. Judge Chapter 7 Emotions and Moods

After studying this chapter, you should be able to: Differentiate emotions from moods. Discuss the different aspects of emotions. Identify the sources of emotions and moods. Describe external constraints on emotions. Discuss the impact emotional labor has on employees. Discuss the case for and the case against emotional intelligence. Apply concepts on emotions and moods to OB issues.

Why have emotions been excluded from OB study? Myth of rationality – emotions were the antithesis of rationality and should not be seen in the workplace Belief that emotions of any kind are disruptive in the workplace

What are Emotions and Moods Affect – a generic term that encompasses both emotions and moods Emotions – intense feelings that are directed at someone or something Moods – feelings that tend to be less intense than emotions and often lack a contextual stimulus

Affect, Emotions and Moods

Aspects of Emotions Biology of Emotions – emotions originate in the brain’s limbic system, which is different for each person Intensity – different people give different responses to identical emotion-provoking stimuli Frequency and Duration – some emotions occur more frequently and emotions differ in how long they last

Aspects of Emotions (cont.) Emotions and Rationality – Our emotions provide important information about how we understand the world around us. Evolutionary Psychology – states that we must experience emotions because they serve a purpose; hard to know if this is valid all the time

Sources of Emotions and Moods Personality – predisposes people to experience certain moods and emotions. Affect intensity affects the strength of the emotion Day of week and Time of day – more positive interactions will likely occur from mid-morning onwards and also later in the week

Day of Week Impact on Mood

More Sources Weather – not an impact according to research Stress – increased stress worsens moods Social Activities – usually increase positive mood and have little effect on negative mood Sleep – less sleep or poor quality sleep increases negative emotions

More Sources Exercise – enhances positive mood Age – older people experience negative emotions less frequently Gender – women show greater emotional expression, experience emotions more intensely and display more frequent expressions of emotions

External Constraints on Emotions Organizational Influences – most American organizations strive to be emotion-free Cultural Influences – cultures vary in: Degree to which people experience emotions Interpretation of emotions Norms for the expression of emotions

Emotional Labor An employee’s expression of organizationally desired emotions during interpersonal transactions at work Emotional dissonance is when an employee has to project one emotion while feeling another one

Felt vs. Displayed Emotions Felt emotions are the individual’s actual emotions Displayed emotions are those that the organization requires workers to show Surface acting is hiding our true emotions Deep acting is trying to change one’s feelings based on display rules

Emotional Intelligence One’s ability to detect and manage emotional cues and information Five dimensions: Self-awareness Self-management Self-motivation Empathy Social skills

The case for EI Intuitive appeal – it makes sense Evidence suggests that a high level of EI predicts high job performance Study suggests that EI is neurologically based

The case against EI 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

OB Applications of Emotions and Moods Selection – employers should consider EI a factor in hiring for jobs that demand a high degree of social interaction Decision Making – Positive emotions can increase problem-solving skills and help us understand and analyze new information

OB Applications of Emotions and Moods Creativity – Positive moods increase creativity Motivation – Organizations that promote positive moods are likely to have a more motivated workforce Leadership – Emotions help convey messages more effectively

OB Applications of Emotions and Moods Interpersonal Conflict – it is critical to identify and work through the emotional elements in any conflict Negotiation – emotions may impair negotiator performance Customer Service – customers “catch” emotions from employees, called emotional contagion

OB Applications of Emotions and Moods Job Attitudes – emotions at work get carried home but rarely carry over to the next day Deviant Workplace Behaviors – those who feel negative emotions are more likely to engage in deviant behavior at work

Implications for Managers Understand the role of emotions and moods to explain and predict behavior Emotions and moods can increase motivation Emotional labor recognizes that certain feelings can be part of a job’s requirements Intense emotions can interfere with performance of complex jobs

Summary Differentiated emotions from moods. Discussed the different aspects of emotions. Identified the sources of emotions and moods. Described external constraints on emotions. Discussed the impact emotional labor has on employees. Discussed the case for and the case against emotional intelligence. Applied concepts on emotions and moods to OB issues.