1. UNIT –II Presented By Senthil kumar.N

2. Today's Discussion Review of last class Emotion, Emotional labour, EI & Theories. 2UNIT II O & B

3. MEANING OF EMOTION A Pearson's emotion is a state characterized by physiological arousal changes in facial expression, gestures, posture and subjective feelings. UNIT II O & B3

4. CHARRACTERISTICS OF EMOTION People are moved to take action by emotions such as fear, anger or joy Pounding heart, gurgling stomach, sweet and nervous tics are bodily reactions initiated by fear, anger, digest and try Most of these above changes in activity are caused by adrenaline, a hormone produced by the adrenal glands Emotional expressions or visible signs of what a person is feeling are another emotional element UNIT II O & B4

5. PRIMARY & SECONDARY EMOTIONS Primary emotions fear, sadness, surprise, joy, disgust, anger, anticipation Secondary function aggression, love, remorse, awe, contempt, optimism and disappointment UNIT II O & B5

6. PRIMARY & SECONDARY EMOTIONS Primary emotions (positive emotions) Other descriptors Love/ affection, happiness/joy, surpriseAcceptance, adoration, longing, devotion, cheerfulness, infatuation, enjoyment, thrill, wonder UNIT II O & B6 Secondary emotion (negative emotions) Other descriptors Fear, sadness, anger, disgust, shameAnxiety, alarm, concern, dread, disappointment, gloom, suffering, wrath, hostility distaste, guilt, remorse.

7. EMOTIONAL LABOUR In organizations emotional labour may involve enhancing, faking or suppress emotions the emotional expression. For Eg, employees working in customer service maybe encouraged to smile listen attentively and show respect to even the most problematic customers. In these cases, the employee is managing, modifying and using the emotions that the organization believes is best to be effective UNIT II O & B7

8. CHARACTERISTICS OF EMOTIONAL LABOUR Some researchers have found that emotions are stressful and may result in burnout The assumption is that managing emotions requires effort, time and energy Organization that attempt to reduce the emotions of the employees There are two ways for individuals to manage their emotions through what is called surface acting Where one regulate his or her emotional expressions and through deep acting, where one modifies feelings in order to express a desired emotion UNIT II O & B8

9. CHARACTERISTICS OF EMOTIONAL LABOUR In both surface and deep acting there is a concious effort being employed In organizations have more negative events there is likely to be more emotional labour The amount of emotional labour increases in the organization and stress also increases due to the physiological demands involved in managing emotions Management provides support for coaching, training and guidance to their employees to reduce emotions. UNIT II O & B9

10. EMOTIONAL INTELLIGENCE The handling of relationships and interactions with others “A combination of skills and abilities such as self awareness, self control, empathy and sensitivity to the feeling of others” “ the capacity for recognizing our own feelings and those of others for motivating ourselves and for managing emotion well in ourselves and in our relationship” -Danres Goleman UNIT II O & B10

11. CHARACTERISTICS OF EI Emotional intelligence is a goal directed mental activity that is marked by efficient problem solving, critical thinking and abstract reasoning Gardner has argued that there are many ways to be intelligent, verbal mathematical, spatial, musical, interpersonal and intrapersonal The interpersonal and intrapersonal types of intelligence blend in with emotional intelligence as a type of intelligence UNIT II O & B11

12. CHARACTERISTICS OF EI A major weakness with emotional intelligence as a concept is the lack of scientifically sound,, objective measures of the still elusive emotional intelligence construct UNIT II O & B12

13. GOLEMAN APPROACH FOR EI Goleman published his book working with emotional intelligence From this book emotional intelligence counts for more than IQ or technical expertise for excellence in any job and especially for outstanding leadership He identifies self master job capabilities such as initiative, trustworthiness, self confidence and achievement drive that contribute outstanding performance UNIT II O & B13

14. GOLEMAN APPROACH FOR EI Next he identifies key relationship skills such as empathy political awareness, leveraging diversity, team capabilities and leadership that result in effective organizations Team capabilities and leadership deal with how to develop emotional intelligence capabilities and organization that are emotional intelligent UNIT II O & B14

15. GOLEMAN APPROACH FOR EI He concludes, At the individual level elements of emotional intelligence can be identified assessed and upgraded At the group level, it means an interpersonal dynamics that makes groups smarter At the organizational level, he means revising the value hierarchy to make emotional intelligence, a priority in the concrete terms of hiring, training and development, performance, evaluation and promotion UNIT II O & B15

16. GOLEMAN’S DIMENSIONS OF EI IN THE WORKPLACE EI DIMENSIONSCharacteristicsWORKPLACE EXAMPLES Self awarenessSelf understanding knowledge or true feelings at the moment Ravi recognizes that he is angry so, he will wait to cool down Self managementHandle one’s emotion shake off negative emotions and set solution for problems Geetha holds back her impulse to because visibly upset and raise her voice at customers unfair complaints and tries to get more facts of what happened Self motivationOvercome negative emotional impulses and delay gratification to attain the desired outcome Ramesh persisted to successful project completion in spite of many frustrations from the lack of resources and top management support UNIT II O & B16

17. GOLEMAN’S DIMENSIONS OF EI IN THE WORKPLACE EI DIMENSIONSCharacteristicsWORKPLACE EXAMPLES EmpathyUnderstand and be sensitive to the feelings of others Ragu, head of the team knew his members were mentally, if not physically exhausted bought refreshment Social skillsThe ability to read social situations smooth in interesting with others Bala could tell, new policy to his subordinates in the meeting that they were not buying after he visited personally to explain and buy the policy UNIT II O & B17

18. THE SALOVERY AND MAYER THEORY Salovery and mayer first coined the term, ‘ emotional intelligence’. 1. They purpose that emotional intelligence emphasizes for cognitive components a capacity to perceive emotion to integrate it in thought to understand it, and to manage it effectively UNIT II O & B18

19. THE SALOVERY AND MAYER THEORY They believe it is more important that emotional intelligence fits within the domain of conceptual definitions of intelligence They propose that the ability to process effective information is an intellectual aptitude The theoretical and research work of salovery and mayer uses a variety of self report measures of emotional intelligence They develop their own scales and borrow from the work of other psychologists UNIT II O & B19

20. THE SALOVERY AND MAYER THEORY Unfortunately, presently the salovery and mayer scales such as MEIS are cumbersome for respondents and take significant time to complete Salovery and mayer temper any claims about the link between emotional intelligence and career success UNIT II O & B20

21. THANK YOU,,,,, 21UNIT II O & B