Attitudes versus Emotions Judgments about an attitude object Experiences toward an attitude object Based mainly on rational logic Based on awareness of our senses Usually stable for days or longer Occur briefly, usually lasting minutes

Emotions, Attitudes and Behavior Perceived Environment Attitude Feelings Beliefs Behavioral Intentions Cognitive process Emotional process Emotional Episodes Behavior

Cognitive Dissonance A state of anxiety that occurs when an individual’s beliefs, feelings and behaviors are inconsistent with one another Most common when behavior is: known to others done voluntarily can’t be undone

Emotional Labor Effort, planning and control needed to express organizationally desired emotions during interpersonal transactions. Emotional labor higher when job requires: frequent and long duration display of emotions displaying a variety of emotions displaying more intense emotions

Emotional Labor at Four Seasons Four Seasons excels at consistently high customer service, yet it also adapts its legendary service to the local culture. This occurs because emotional labor expectations vary from one culture to the next. Employees are also more comfortable providing emotional labor that fits the culture. Courtesy of Four Seasons Hotels & Resorts

Emotional Labor Across Cultures Some cultures expect people to display a neutral emotional demeanor, with minimal emotional expression and monotonic voice (e.g. Korea, Japan, Austria) Courtesy of Four Seasons Hotels & Resorts Other cultures allow or encourage emotional expression, where emotions are revealed through voice and gestures (e.g. Kuwait, Egypt, Spain, Russia)

Emotional Labor Challenges Difficult to display expected emotions accurately, and to hide true emotions Emotional dissonance Conflict between true and required emotions Potentially stressful with surface acting Less stress through deep acting

Emotional Intelligence Defined Ability to perceive and express emotion, assimilate emotion in thought, understand and reason with emotion, and regulate emotion in oneself and others

Model of Emotional Intelligence Relationship Management Managing other people’s emotions Highest Social Awareness Understanding and sensitivity to the feelings, thoughts, and situation of others Self-management Controlling or redirecting our internal states, impulses, and resources Self-awareness Understanding your own emotions, strengths, weaknesses, values, and motives Lowest

Emotional Intelligence Competencies Self (personal competence) Other (social competence) Self-awareness Social awareness Recognition of emotions Self-management Relationship management Regulation of emotions

Improving Emotional Intelligence Emotional intelligence is a set of competencies (aptitudes, skills) Can be learned, especially through coaching EI increases with age -- maturity

Job Satisfaction A person's evaluation of his or her job and work context A collection of attitudes about specific facets of the job Job Content Supervisor Job Satisfaction Career Progress Co-workers Pay and Benefits Working Conditions

EVLN: Responses to Dissatisfaction Exit • Leaving the situation • Quitting, transferring Voice • Changing the situation • Problem solving, complaining Loyalty • Patiently waiting for the situation to improve Neglect • Reducing work effort/quality • Increasing absenteeism

Job Satisfaction and Performance Happy workers are somewhat more productive workers, but: General attitude is a poor predictor of specific behaviors Job performance affects satisfaction only when rewarded Job satisfaction and motivation have little effect in jobs with little employee control (e.g. assembly lines)

Job Satisfaction and Customers Job satisfaction increases customer satisfaction and profitability because: Job satisfaction affects mood, leading to positive behaviors toward customers Less employee turnover, resulting in more consistent and familiar service

Organizational Commitment Affective commitment Emotional attachment to, identification with, and involvement in an organization Continuance commitment Belief that staying with the organization serves your personal interests

Building Organizational Commitment Justice & support • Apply humanitarian values • Support employee wellbeing Shared values • Values congruence Trust • Employees trust org leaders • Job security supports trust Organizational comprehension • Know firm’s past/present/future • Open and rapid communication Employee involvement • Employees feel part of company • Involvement demonstrates trust