EMOTIONAL LABOR (CONT) 3.

regulate his/her own emotions

Felt Emotions accordingly
- actual emotions - knowing why you’re angry and expressing
Displayed Emotions emotions (without violating norms) are
- required in the org effective
- what is considered appropriate for the job - important in job performance
- learned
Surface Acting
- hiding inner feelings and emotional
expressions in response to display rules.
- acting deals with displayed emotions
- associated with increased stress and
decreased job satisfaction because displaying
fake emotions are exhausting
Deep Acting
- trying to modify our true inner feelings based
EMOTION REGULATION
on display rules.
- Central idea: identify and modify the
- deals with felt emotions
emotions you feel
- has positive relationship with job satisfaction
and performance
Emotion Regulation Influences and Outcomes
Emotional Dissonance
- diversity in work groups increases need for
- inconsistencies between the emotions we
emotion regulation
feel and emotions we project
- diversity causes us to regulate emotions
- predictor for job burnout, decline in
consciously and effectively
performance, lower job satisfaction
- changing emotions take effort, thus this may
Mindfulness
be exhausting
- to counteract effects of emotional labor and
Emotion Regulation Techniques
dissonance.
1. Surface Acting
- objectively and deliberately evaluating the
2. Deep Acting
emotional situation in the moment
3. Emotional Suppression
- helpful only when a strongly negative
AFFECTIVE EVENTS THEORY (AET)
event would illicit a distressed
- model that suggests that workplace events
emotional reaction in a crisis situation
cause emotional reactions on the part of
- helps recover from the event
employees, which then influence workplace
emotionally
attitudes and behaviors.
- can toll on mental ability when often
- emotions provide valuable insights into how
used
workplace events influence employee
4. Cognitive Reappraisal
performance and satisfaction
- reframing our outlook on an
- employees and managers shouldn’t ignore
emotional situation
emotions or the events that cause them
- helpful when the source of stress is
because it accumulates
uncontrollable
- allows people to change their
EMOTIONAL INTELLIGENCE (EI)
emotional responses
- person’s ability to:
5. Social Sharing
1. Perceive emotions in the self and others
- aka venting
2. Understand the meaning of these
- reduce anger reactions
emotions
 - highly dependent on listener’s
response
Ethics of Emotion Regulation
- POV 1: having to regulate emotions is
unethical
- POV 2: emotions should be controlled to have
an objective perspective
- both POVs has its own pros and cons
stay connected and gauge emotions and
emotional intensity levels
Safety and Injury at Work
- bad moods contribute to injury
- negative moods make people more
distractible

OB APPLICATIONS OF EMOTIONS AND MOODS

SELECTION
- employees are encouraged to consider EI
DECISION MAKING
- negative and positive emotions impact this
CREATIVITY
- POV 1: people in good moods produce more
ideas and more options, more flexible, more
open
- POV 2: people in good moods tend to relax
MOTIVATION
- affected by moods and emotions
- performance feedback influences moods
which influences motivation
LEADERSHIP
- transformational leaders inspire positive
emotions that lead to higher task
performance
NEGOTIATION
- studies suggest that negotiators who feign
anger has an advantage (😮), but context
matters
- best negotiators are emotionally detached
because they are less likely to overcorrect
CUSTOMER SERVICE
- influenced by emotional state
- emotional octagon
- the catching of emotions from others
JOB ATTITUDES
- work attitudes and emotions can spill over at
home
- the way workday goes influence our moods
but our moods also affect the way we see our
jobs
DEVIANT WORKPLACE BEHAVIORS
- can be traced to negative emotions
- neither anger nor sadness predicted
workplace withdrawal so there is a need to