Chapter 8: Emotions and Moods Organizational Behavior Robbins & Judge Chapter 8: Emotions and Moods

Summary of Lecture 28 - What is perception? - Determinants of attribution - Shortcuts in judgment - Perception and decision making - Steps in rational decision making - Bounded rationality - Decision biases or errors - Intuition and decision making - Ethical decision - Normative decision model Robbins and Judge (2008): Organizational Behavior, Pearson, Prentice Hall

Learning Objectives - Emotions and Moods - Sources of Emotions and Moods - External constraints on Emotions - Impact of emotional labor on employees - Affective Events Theory - Emotional Intelligence - OB Issues and Emotions - OB Issues and Moods Robbins and Judge (2008): Organizational Behavior, Pearson, Prentice Hall

Why Were Emotions Ignored in OB? Why Emotions and Moods were not given value in OB in Past? 1 Myth of Rationality: Emotions are not good for organization - Emotions are irrational - Scientific management school of thought interested in creating emotion free organizations 2 Emotions are disruptive and disturb work environment and productivity Focus on negative emotions hence view it as destructive or unable to enhance performance Note: Whether emotions are positive or negative they affect work place behavior hence no OB study is complete without understanding emotions and moods Robbins and Judge (2008): Organizational Behavior, Pearson, Prentice Hall

What are Emotions and Moods? - Affect: Broad range of feelings that people experience It covers both emotions and moods - Emotions: Intense feelings that are directed at someone or something - Moods: Less intense feelings that often lack contextual stimulus Robbins and Judge (2008): Organizational Behavior, Pearson, Prentice Hall

What are Emotions and Moods? Affect Defines as a broad range of feelings that people Experience. Affect can be experienced in form moods and emotions Emotions - Caused by specific event - Very brief in duration (in seconds or minutes) - Specific and numerous in nature (fear, anger, sadness, happiness, disgust, surprise) - Accompanied by distinct facial expression - Action oriented (behavior) in nature Moods - Cause is often general and unclear - Last longer than emotions (days) - More general (two dimensions positive affect and negative affect - Generally not indicated by expressions - Cognitive in nature Robbins and Judge (2008): Organizational Behavior, Pearson, Prentice Hall

The Basic Emotions - Emotions can turn into mood - In mood lose focus and orientation to event or subject that caused feelings - Mood can also spark emotions - Deep emotions can turn into mood Example: Finding a dream job, you are happy and may be in good mood for a month or so - Emotions may not necessarily be easily represented on face all time like Love - Emotions is not always experience as how we show (Cultural differences) Robbins and Judge (2008): Organizational Behavior, Pearson, Prentice Hall

The Basic Emotions No consensus and types of emotions. However, most common emotions are: Anger Enthusiasm Fear Frustration Disappointment Disgust Happiness Hate Hope Jealousy Surprise Sadness Some researcher place six emotions along a continuum Happiness – surprise – fear – sadness – anger - disgust Robbins and Judge (2008): Organizational Behavior, Pearson, Prentice Hall

Aspects of Emotions Biology of Emotions - All emotions are originated in brain's limbic system - Inactive limbic system generate feeling of positive emotions - When limbic system heat up it generates negative emotions (anger and guilt) - Through limbic system we interpret events - Women generally more active limbic system Intensity - Different response to similar emotions provoking events (personality or job requirements) - Example: Pilot, Surgeon, Lawyer Robbins and Judge (2008): Organizational Behavior, Pearson, Prentice Hall

Aspects of Emotions Frequency and Duration - Employee can meet the emotional demands of job depends on its frequency and duration Do Emotions Make us Irrational? - In general it is said that when you are emotional you are irrational - It is advised not to express emotions - Research supports that emotional and rational thinking are interconnected What Functions Do Emotions Serve? - Emotions serve purpose : Anger to protect right, Empathy help to serve customer in better way - Not all researchers agree on this Robbins and Judge (2008): Organizational Behavior, Pearson, Prentice Hall

Mood as Positive and Negative Affect - Emotions can be positive or negative but can never be neutral it is state of non emotional - Grouping emotions into positive and negative category result into mood states in this way look them in more general way instead on isolating - Positive Affect (Mood): A mood dimension consisting of specific positive emotions like excitement, elated and happy at the high end and boredom, sluggishness and tiredness at low end - Negative Affect (Mood): A mood dimension consisting of nervousness, stress, and anxiety at the high end and relaxation, tranquility and poise at low end See Exhibit 8-2 - Negative emotions are recalled more frequently, as people tend to remember events that created negative emotions. - Positive offset: People in mildly positive mood when nothing particular is going on Robbins and Judge (2008): Organizational Behavior, Pearson, Prentice Hall

Sources of Emotion and Mood Personality - Trait component, built in tendencies to show certain emotions - More sensitive people are high on affect intensity (Emotional) - Example: Halt Bonus for some reason by supervisor how will react emotionally stable and unstable worker Day of the Week and Time - Morning and Evening (generally positive mood mid noon - Think of telling bad news or get favor Weather - Illusory Correlation (associating two events when there is no apparent connection - What is your mood on rainy day Robbins and Judge (2008): Organizational Behavior, Pearson, Prentice Hall

Sources of Emotion and Mood Social Activities - Party with friends, dinner, and outdoor activities affect mood positively - Long life associate with social activities (Research ` Evidence) Stress - Stress negatively affect mood and emotions - Low level of stress for long time cause negative affect on mood Sleep - Less sleep put in bad mood and more negative emotions anxiety, fear, fatigue Exercise - Bring positive mood, good for depressed people Robbins and Judge (2008): Organizational Behavior, Pearson, Prentice Hall

Sources of Emotion and Mood Age - Research says older people feel positive moods more and bad moods faded quickly Gender - Women are more emotional - Upbringing of male (more social activities) External Constraints on Emotions Organizational Influences - In some organizations and jobs it is required to be more friendly and warm always with smiling face - Difference in management hierarchy (upper management can express negative emotions like anger to lower staff) - It is good to show emotions on company success celebrating events - Otherwise organizations want emotion free environment Robbins and Judge (2008): Organizational Behavior, Pearson, Prentice Hall

Sources of Emotion and Mood Cultural Influences - How people experience emotions vary across culture - Chinese and Americans are not same in experiencing emotions - Negative and Positive emotions are interpreted in similar way across cultures - But degree of acceptance varies (American view pride as positive emotion and in Asian culture seen as undesirable - Norms for expression of emotions differ across cultures - Greater understanding of emotions people with in same culture - Manager need to understand emotions and its context in different culture in order to work effectively with their business partners or colleagues from different cultural background. When to express emotions, what meaning is associated to the expression. Example: Smiling during negotiation, What do you think? Robbins and Judge (2008): Organizational Behavior, Pearson, Prentice Hall

Emotional Labor “Emotional labor is an employee expression of organizationally desired emotions during interpersonal transaction at work” - The concept emerged from service industry but in reality applicable on every job Emotional Dissonance - Challenge when employees have to project one emotions while simultaneously feeling others - Lead to emotional exhaustion and burn out Felt vs Displayed Emotions - Felt: Actual emotions - Displayed: Organization requires worker to show or appropriate for given job Robbins and Judge (2008): Organizational Behavior, Pearson, Prentice Hall

Emotional Labor - Think about Events: Pretend to be happy on marriage or celebrating occasions - Effective managers need to display seriousness when to give negative evaluation and pass over for promotion instead of anger - Customer representative have to smile - Effective employee display emotions contrary to actual emotions based on role and job requirements Surface Acting - Hiding inner feelings in response to desired emotions at work place Deep Acting: Try to modify inner feelings based on role and job requirement Robbins and Judge (2008): Organizational Behavior, Pearson, Prentice Hall

Emotional Labor Cultural Differences: Smiling at customer good in American culture but not in all countries (may be interpreted as non serious) - French feel less emotional dissonance. They usually display their true feelings on job - What about gender? Women to show more positive feelings Robbins and Judge (2008): Organizational Behavior, Pearson, Prentice Hall

Affective Event Theory How our moods and emotions influence our job performance, AET has answer to this link Emotions are response to an event in work place Personal Dispositions Personality Mood Work Environment -Job characteristics -Job demands -Requirements for emotional labor Job satisfaction Emotional Reactions Positive Negative Job performance Work Events Daily Hassles (conflicting Instructions from managers, Colleague refuse to share work Time pressure Daily Uplift (meeting target, Getting support, recognition) Intention to quit Workplace deviance Robbins and Judge (2008): Organizational Behavior, Pearson, Prentice Hall

Affective Event Theory Implications - An emotional episode is actually a series of emotional experiences precipitated by single event - Current and past emotions influence job satisfaction at any given time - Moods and emotions fluctuates hence their affect on performance - Emotion driven behavior are in short duration - Incompatibility emotions-behavior lead to poor performance - Manage should not ignore emotions and events that trigger them because they accumulate Robbins and Judge (2008): Organizational Behavior, Pearson, Prentice Hall

Emotional Intelligence Emotional intelligence is one's ability to understand and manage emotional cues and information EI is composed of five dimensions 1 Self awareness 2 Self management 3 Self motivation 4 Empathy 5 Social skills Case for EI Intuitive appeal (it is really good), Predict performance Case Against EI Too vague concept, Can not be measured, Validity is not proven Robbins and Judge (2008): Organizational Behavior, Pearson, Prentice Hall

OB Applications of Emotions and Mood Selection Job Attitudes Decision Making Deviant Workplace behavior Creativity Motivation Manager Influence Leadership Interpersonal Conflict Negotiation Robbins and Judge (2008): Organizational Behavior, Pearson, Prentice Hall

Implications Moods are more general and less contextual Effective manager know emotions and moods that improve their ability to affect behavior and performance of colleagues and subordinates Negative emotions hinder job performance Positive moods and emotions enhance work performance Managers must not unnecessarily force employees to display positive emotions and suppress negative emotions all the time Manager must not ignore emotions and moods of employees Manager with greater understanding of emotions can influence and predict behavior of employees Robbins and Judge (2008): Organizational Behavior, Pearson, Prentice Hall

Managerial Implications 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 into account 8-24

Discussion Questions Discussion Question 1: What is difference between emotions and moods? Discussion Question 2: Why it is important to study emotions and moods in OB? Discussion Question 3: How positive and negative emotions and moods affect job performance and other job attitudes? Discussion Question 4: What is EI?

Summary - Emotions and Moods - Sources of Emotions and Moods - External constraints on Emotions - Impact of emotional labor on employees - Affective Events Theory - Emotional Intelligence - OB Issues and Emotions - OB Issues and Moods