OB Chapter 4

[Audio] Welcome to Caldwell University's BU633 Organizational Behavior for Managers. I'm a virtual Doctor Gary Lieberman and I will be presenting the lecture for this chapter. For the BU633 course we will use the 19th edition of the textbook, Organizational Behavior by Robbins and Judge. This is considered among the most widely used O B textbooks in the world. Robbins and Judge are recognized as definitive aggregators of O B concepts, applications, and practices. The course and this book will provide you with a resource that will benefit you throughout your degree program and your professional life. I hope you enjoy the presentation, let's get started..

[Audio] After studying this chapter, you should be able to: Differentiate between emotions and moods. Identify the sources of emotions and moods. Show the impact emotional labor has on employees. Describe affective events theory. Describe emotional intelligence. Identify strategies for emotion regulation. Apply concepts about emotions and moods to specific O B issues. We will discuss each of these objectives in some detail..

[Audio] Three terms that are closely intertwined: affect, emotions, and moods. Affect is a generic term that covers a broad range of feelings people experience. This includes both emotions and moods. Emotions are intense feelings that are directed at someone or something. Moods are the feelings that tend to be less intense than emotions and that lack a contextual stimulus. Affect is defined as a broad range of feelings that people experience. More general where the two main dimension-positive affect and negative affect that are composed of multiple specific emotions. Affect can be experienced in the form of emotions or mood. Emotions are caused by specific event. Very brief in duration which lasts for seconds or minutes. Specific and numerous in nature and many specific emotions such as anger, fear, sadness, happiness, disgust and surprise. Usually accompanies by distinct facial expressions. Moods: Cause is often general and unclear, last longer that emotions which lasts for hours or days and are generally not indicated by distinct expressions..

[Audio] Though not all psychologists agree, there do seem to be six basic emotions that emerge in studies: anger, fear, sadness, happiness, disgust, and surprise. All other emotions fall under these six categories..

[Audio] Researchers have been studying what are called moral emotions; that is, emotions that have moral implications because of our instant judgment of the situation that evokes them. Interestingly, research indicates that our responses to moral emotions differ from our responses to other emotions. Moral emotions are developed during childhood as children learn moral norms and standards, so they depend upon the situation and norms more so than other emotions. Because morality is a construct that differs between cultures, so do moral emotions. Therefore, we need to be aware of the moral aspects of situations that trigger our emotions and make certain we understand the context before we act, especially in the workplace..

[Audio] Our basic moods carry positive and negative affects. They cannot be neutral. Emotions are grouped into general mood states as shown in Exhibit 4.2. These states impact how employees perceive reality; thereby, the moods can impact the work of employees. It has a circle divided in eight parts by a pair of dotted lines that runs horizontal and vertical and a pair of straight lines that run diagonal. Data in the clockwise direction is as follows. Alert, excited, elated, and happy are labeled high positive affect. Content, serene, relaxed, and calm are labeled low negative affect. Fatigued, bored, depressed, and sad are labeled low positive affect. Upset, stressed, nervous and tense are labeled high negative affect..

[Audio] As if it weren't complex enough to consider the many distinct emotions and moods a person might identify, the reality is that we all experience moods and emotions differently. For most people, positive moods are somewhat more common than negative moods. Indeed, research finds a positivity offset, meaning that at zero input (when nothing in particular is going on), most individuals experience a mildly positive mood. Does the degree to which people experience positive and negative emotions vary across cultures? Yes (see the O B Poll). People in most cultures appear to experience certain positive and negative emotions, and people interpret them in much the same way worldwide. However, an individual's experience of emotions appears to be culturally shaped. The horizontal axis is labeled with different states and ranges from most emotional societies to least emotional societies. The vertical axis is labeled percentage of people who reported experiencing emotions on a daily basis. The notes read: respondents in 148 countries worldwide during 2014 were asked whether they experienced five positive emotions daily, which include: Well-rested Treated with respect Enjoyment, Smiling and laughing Learning or doing something interesting They were also asked whether they experienced five negative emotions daily like: Anger Stress Sadness Physical pain Worry.

[Audio] Do emotions make us irrational? There are some who think that emotions are linked to irrationality and that expressing emotions in public may be damaging to your career or status. However, research has shown that emotions are necessary for rational thinking. They help us make better decisions and help us understand the world around us. If we are going to make decisions, we need to incorporate both thinking and feeling..

[Audio] There are many things that impact our moods and emotions. Personality is a key component and will definitely impact the intensity of the emotions we feel. The day and time of the week is a common pattern for all of us as well. Exhibit 4.3 in your textbook shows the results of recent research related to time of day. Positive emotions have their greatest effect in mid-morning and then remain stable before rising again until midnight. In Exhibit 4.4, we can see how the day of the week affects emotions. As the week progresses, positive effects of emotions increases while negative effects decrease. So positive emotions are considerably higher toward the end of the week than they are at the beginning. This tends to be true among many cultures..

[Audio] Weather is thought to have an impact on our emotions, but there is no proven effect. Stress is an important factor and even at low levels it can cause our mood to change. It is important to maintain a low level of stress to help control psychological and physical health. The social interactions we have with other people can affect our emotions and moods..

[Audio] Some additional sources of emotion and moods include such factors as sleep and exercise. It is important to get enough and high-quality levels of sleep. Physical activity can also aid in keeping our moods upbeat, particularly for people who are depressed. Stereotypical perceptions of women as "emotional" and men as "angry" persist in the workplace despite little evidence that they are true..

[Audio] In many jobs, there is an implied agreement on the types of emotions that should be expressed. For example, waitresses are supposed to be friendly and cheerful, whether they are currently feeling that emotion or not. An employee's actual emotions are their felt emotions. The emotions that are required or deemed appropriate by the employer are called displayed emotions. Displaying fake emotions requires suppressing real ones and acting. Surface acting occurs when an employee displays the appropriate emotions even when he or she don't feel those emotions. Deep acting occurs when the employee actually changes his or her internal feelings to match display rules; this level of acting can be very stressful..

[Audio] When employees must project one emotion while feeling another, this disparity is called emotional dissonance. Bottled-up feelings of frustration, anger, and resentment can lead to emotional exhaustion. Long-term emotional dissonance is a predictor for job burnout, declines in job performance, and lower job satisfaction. Emotionally intelligent employees as well as those who have a high capacity for self-control, who get a daily good night's sleep on a daily basis, and who have strong relationships with their customers or clients tend to be buffered to some degree from the negative side effects of emotional dissonance..

[Audio] Affective Events Theory, or A E T, demonstrates that employees react emotionally to things that happen to them at work, which can influence their job performance and job satisfaction. The intensity of these responses will be based on emotion and mood. In sum, A E T offers two important messages. First, emotions provide valuable insights into how workplace events influence employee performance and satisfaction. Second, employees and managers shouldn't ignore emotions or the events that cause them, even when they appear minor, because they accumulate..

[Audio] Emotional Intelligence is a person's ability to be self-aware, which is to recognize his or her own experienced emotions and to understand them. More significantly is the ability to observe and detect emotion in others, and to regulate the emotions in a cascading relationship. People who know their emotions and can read emotional cues are likely to be most effective..

[Audio] Exhibit 4.5 illustrates the Cascading Model of Emotional Intelligence. Here we see the suggested relationship between Conscientiousness, Cognitive Ability, and Emotional Stability, and the outcomes of detecting one's own and others' emotions, understanding what they mean, and regulating the emotions successfully. The flowchart shows the breakdown of emotional intelligence into three distinct abilities. Conscientiousness leads to perceive emotions in self and others. This along with cognitive leads to understanding the meaning of emotions. This along with emotional stability leads to regulate emotions..

[Audio] The process of identifying and modifying emotions you feel is called emotion regulation. As you might suspect, not everyone is equally good at regulating emotions. Individuals who are higher in the personality trait of neuroticism have more trouble doing so and often find their moods are beyond their ability to control. The workplace environment has an effect on an individual's tendency to employ emotion regulation. In general, diversity in work groups increases the likelihood that you will regulate your emotions. Racial diversity also has an effect: if diversity is low, the minority will engage in emotion regulation, perhaps to "fit in" with the majority race as much as possible; if diversity is high and many different races are represented, the majority race will employ emotion regulation, perhaps to integrate themselves with the whole group. These findings suggest a beneficial outcome of diversity—it may cause us to regulate our emotions more consciously and effectively. It's important to note that there is a downside to trying to change the way you feel. The effort involved can be exhausting. From another perspective, research suggests that avoiding negative emotional experiences is less likely to lead to positive moods than does seeking out positive emotional experiences..

[Audio] Researchers of emotion regulation often study the strategies people employ to change their emotions. One technique of emotion regulation is emotional suppression or suppressing initial emotional responses to situations. This response seems to facilitate practical thinking in the short term. However, it appears to be helpful only when a strongly negative event would illicit a distressed emotional reaction during a crisis. Thus, unless we're truly in a crisis, acknowledging rather than suppressing our emotional responses to situations, and re-evaluating events after they occur, yields the best outcomes. Cognitive reappraisal, or reframing our outlook on an emotional situation, is one way to effectively regulate emotions. This result suggests that cognitive reappraisal may allow people to change their emotional responses, even when the subject matter is highly emotionally charged. Another technique with potential for emotion regulation is social sharing, or venting. Research shows that the open expression of emotions can help individuals to regulate their emotions, as opposed to keeping emotions "bottled up." Social sharing can reduce anger reactions when people can talk about the facts of a bad situation, their feelings about the situation, or any positive aspects of the situation. While emotion regulation techniques can help us cope with difficult workplace situations, research indicates that the effect varies..

[Audio] On one end of the continuum, some people might argue or perceive that controlling your emotions is unethical because it requires a degree of acting. On the other end, people might argue that all emotions should be controlled so you can take a dispassionate perspective. Both arguments—and all arguments in between—have ethical pros and cons that you will have to decide for yourself..

[Audio] Understanding emotions and moods can help us explain and predict selection, decision making, creativity, motivation, leadership, interpersonal conflict, negotiation, customer service, job attitudes, and deviant workplace behaviors. When it comes to selection, EI should be a hiring factor to ensure employee fit. Positive emotions can lead to better decisions and often more creative ones as well..

[Audio] Positive mood affects expectations of success by all people, which contributes to their motivation for performance. Leadership is affected by mood and emotion, as people in a positive emotional state are found to be more receptive of messages from leaders. Emotions, those both held and displayed, are effective contributors to negotiation, as the potential impact of displayed emotion on negotiation is large. The best negotiators are probably those who remain emotionally detached..

[Audio] Emotions affect customer service in a number of ways, ranging from the attitude of the employee, to the effectiveness of communication with customers, to overall feelings about the outcome. Research has found that people who are on an emotional high at the end of a day take the positive feelings home with them, and vice versa. This good mood, however, tends to dissipate overnight..

[Audio] Negative emotions can lead to deviant behaviors. These are actions that violate norms and threaten the organization. Once aggression starts, it's likely that other people will become angry and aggressive, so the stage is set for a serious escalation of negative behavior. Managers, therefore, need to stay connected with their employees to gauge emotions and emotional intensity levels. In addition, research has found that workers asked to do dangerous work while in negative emotional states are more likely to have accidents. Selecting positive team members can have a contagion effect, as positive moods transmit from team member to team member..

[Audio] Recognize that emotions are a natural part of the workplace and good management does not mean creating an emotion-free environment. Emotional experience is volatile and unpredictable. Just as we often have trouble predicting what happens in work life, so, too, do we have trouble predicting our emotional responses to what happens. But we can attempt to regulate how we react to the events and respond to others' emotions..

[Audio] As a manager, consider how employees may react when announcing a new policy or taking action that affects them. You may be the catalyst for an affective event that has emotional consequences. Because of this, you should try to anticipate how you could effectively respond to their reactions. Surface acting and emotional suppression are generally ineffective strategies for managing ones' emotions. Deep acting, natural emotional expression, and cognitive reappraisal may be more effective strategies..

[Audio] Finally, Work to develop an understanding of the role of emotions and moods to significantly improve your ability to explain and regulate your own and others' behavior. To foster effective decision making, creativity, and motivation, model positive emotions and moods as much as is authentically possible. In the service sector, encourage authentic, appropriate positive displays of emotion, which are "contagious" to customers and improve service interactions and negotiations..

[Audio] Thank you for taking the time to join me in this lecture. I sincerely hope you enjoyed the content and the virtual presentation. I hope to see you in the next chapter presentation. Goodbye..