U NIT 5: E MOTIONS AND M OODS Dr. Andree Swanson Adjunct Faculty Kaplan University

W EEK 4

O PENING A CTIVITY  What is the difference between emotions and moods?  Should managers be intune with emotions and moods on the workforce? Please post your response in the Seminar

E MOTIONS - W HY E MOTIONS W ERE I GNORED IN OB  The “myth of rationality”  Organizations are not emotion-free.  Emotions of any kind are disruptive to organizations.  Original OB focus was solely on the effects of strong negative emotions that interfered with individual and organizational efficiency.

W HAT A RE E MOTIONS ? © 2007 P RENTICE H ALL I NC. A LL RIGHTS RESERVED. Moods Feelings that tend to be less intense than emotions and that lack a contextual stimulus. Emotions Intense feelings that are directed at someone or something. Affect A broad range of emotions that people experience.

© 2007 P RENTICE H ALL I NC. A LL RIGHTS RESERVED.

E MOTION D IMENSIONS  Biology of emotions  Originate in brain’s limbic system  Intensity of emotions  Personality  Job Requirements  Frequency and duration of emotions  How often emotions are exhibited  How long emotions are displayed  Functions of emotions  Critical for rational thinking  Motivate people © 2007 P RENTICE H ALL I NC. A LL RIGHTS RESERVED.

Mood as Positive and Negative Affect

SOURCES OF EMOTIONS AND MOODS  Personality  Day and Time of the Week  NOT Weather  Stress  Social Activities  Sleep  Exercise  Age  Gender © 2007 P RENTICE H ALL I NC. A LL RIGHTS RESERVED.

Positive Moods are Highest At the End of the Week In the Middle Part of the Day Negative Moods are Highest At the Beginning of the Week And, show little variation throughout the day

G ENDER AND E MOTIONS  Women  Can show greater emotional expression.  Experience emotions more intensely.  Display emotions more frequently.  Are more comfortable in expressing emotions.  Are better at reading others’ emotions.  Men  Believe that displaying emotions is inconsistent with the male image.  Are innately less able to read and to identify with others’ emotions.  Have less need to seek social approval by showing positive emotions. © 2007 P RENTICE H ALL I NC. A LL RIGHTS RESERVED.

E XTERNAL C ONSTRAINTS ON E MOTIONS © 2007 P RENTICE H ALL I NC. A LL RIGHTS RESERVED. Organizational Influences Cultural Influences Individual Emotions

E MOTIONAL L ABOR © 2007 P RENTICE H ALL I NC. A LL RIGHTS RESERVED. Emotional Labor A situation in which an employee expresses organizationally desired emotions during interpersonal transactions.

F ELT VERSUS D ISPLAYED E MOTIONS © 2007 P RENTICE H ALL I NC. A LL RIGHTS RESERVED. Felt Emotions An individual’s actual emotions. Displayed Emotions Emotions that are organizationally required and considered appropriate in a given job.

© 2007 P RENTICE H ALL I NC. A LL RIGHTS RESERVED. Internals (Internal locus of control) Individuals who believe that they control what happens to them. Note: Higher emotional labor = more highly paid jobs (with high cognitive requirements)

A FFECTIVE E VENTS T HEORY (AET)  Emotions are negative or positive responses to a work environment event.  Personality and mood determine the intensity of the emotional response.  Emotions can influence a broad range of work performance and job satisfaction variables.  Implications of the theory:  Individual response reflects emotions and mood cycles.  Current and past emotions affect job satisfaction.  Emotional fluctuations create variations in job satisfaction and performance.  Both negative and positive emotions can distract workers and reduce job performance. © 2007 P RENTICE H ALL I NC. A LL RIGHTS RESERVED.

A FFECTIVE E VENTS T HEORY (AET) © 2007 P RENTICE H ALL I NC. A LL RIGHTS RESERVED. E X H I B I T 8–6 Source: Based on N.M. Ashkanasy and C.S. Daus, “Emotion in the Workplace: The New Challenge for Managers,” Academy of Management Executive, February 2002, p. 77.

E MOTIONAL I NTELLIGENCE  Self-awareness (know how you feel)  Self-management (manage your emotions and impulses)  Self-motivation (can motivate yourself & persist)  Empathy (sense & understand what others feel)  Social Skills (can handle the emotions of others) © 2007 P RENTICE H ALL I NC. A LL RIGHTS RESERVED. Research Findings: High EI scores, not high IQ scores, characterize high performers.

OB A PPLICATIONS OF U NDERSTANDING E MOTIONS  Emotions and Selection  Emotions affect employee effectiveness.  Decision Making  Emotions are an important part of the decision-making process in organizations.  Creativity  Positive mood increases creativity  Motivation  Emotional commitment to work and high motivation are strongly linked.  Leadership  Emotions are important to acceptance of messages from organizational leaders. © 2007 P RENTICE H ALL I NC. A LL RIGHTS RESERVED.

OB A PPLICATIONS … ( CONT ’ D )  Interpersonal Conflict  Conflict in the workplace and individual emotions are strongly intertwined.  Negotiation  Emotions can impair negotiations.  Customer Services  Emotions affect service quality delivered to customers which, in turn, affects customer relationships.  Job Attitudes  Can carry over to home  Deviant Workplace Behaviors  Negative emotions lead to employee deviance (actions that violate norms and threaten the organization). Productivity failures Property theft and destruction Political actions Personal aggression © 2007 P RENTICE H ALL I NC. A LL RIGHTS RESERVED.

Lucy has a high need for achievement and likes to come to work and focus on her job only. If you were Lucy’s manager, how could you get her to feel more emotion at work? Would you want her to? Why or why not? © 2007 P RENTICE H ALL I NC. A LL RIGHTS RESERVED. Chapter Check-Up: Emotions and Moods

© 2007 P RENTICE H ALL I NC. A LL RIGHTS RESERVED. Chapter Check-Up: Emotions and Moods Do you think there could be emotional and mood implications for telecommuting? If yes, how so? Hint: Consider this woman! Why might she NOT always feel this way?

A RTICLE F ROM AN O NLINE P ERIODICAL  Online articles follow the same guidelines for printed articles. Include all information the online host makes available, including an issue number in parentheses. Author, A. A., & Author, B. B. (Date of publication). Title of article. Title of Online Periodical, volume number (issue number if available). Retrieved from Bernstein, M. (2002). 10 tips on writing the living Web. A list apart: For people who make websites, 149. Retrieved from

D OCUMENT FROM A W EB SITE List as many of the following elements as are available: author’s name, publication date (or “n.d.” if there is no date), title (in italics), and URL. Give your retrieval date only if the content of the source is likely to change.  Source with date  Source with no date  Archer, D. (n.d.). Exploring nonverbal communication. Retrieved from © 2007 P RENTICE H ALL I NC. A LL RIGHTS RESERVED.

A NY Q UESTIONS ?  Any questions so far?