Sobrevilla, Rod Stephen Chapter 4

BSA 3-11

ACTIVITY / EXERCISES
Activity
1. Observe your own mood using the below table/format, wherein 10 is the most
positive and 1 is the least:

Level of Mood
10
9
8
7
6
5
4
3
2
1
AM AM AM AM AM AM 0
PM PM PM PM PM PM
:0
0 00 00 00 00 :0
0 :0 00 00 00 00 :0
0
12 2: 4: 6: 8: 10 12 2: 4: 6: 8: 10

Saturday Monday Wednesday

2. Identify if surface (Carlos) or deep (Girlie) acting (10)

a) Joseph offered help to Nathan though he’s not familiar with his work.
Deep
b) Dina congratulated Ted when he got the promotion, they both applied in.
Surface

3. Give a personal experience wherein you felt you had applied a high level of
emotional intelligence.
Honestly speaking, really have a low emotional intelligence. I am a prank person that’s
why I say things in straightforward way to the point that I don’t even consider whether
that person I am talking with will get hurt or offended. Despite of this, I more than willing
Sobrevilla, Rod Stephen Chapter 4
BSA 3-11

to improve my emotional intelligence so could go well with my classmates and future co-
workers.

4. Search the internet for actual cases involving affect (mood or emotion)
This article is entitled, “Duterte Jokes About Rape, Again. Philippine Women aren’t
laughing.” This article clearly shows the emotions of the women regarding these issues
that aren’t funny at all. They are angry of the fact that this heinous crime is just
something to be laughed at by our very own President. This is more than offensive on
the women’s part.
Sources: https://www.nytimes.com/2018/08/31/world/asia/philippines-rodrigo-duterte-
rape-joke.html
Sobrevilla, Rod Stephen Chapter 4
BSA 3-11

ASSESSMENT

1. Describe the three major emotional terms. How are they related and how do they
differ?
Affect, emotions, and moods are highly related to each other but they also have
differences. Affect can be considered as the external effect that involves emotions and
moods. Emotions are the individual’s reaction on someone or something. Like for
example, when you happy because some compliments you. While mood is something
more abstract but less intense than emotions. But emotion can be a mood when you
your focus on that direct object that causes you to feel happy. Finally, affect reflects that
emotions and mounds that currently have.
2. List the basic emotions along a continuum. What are the difficulties of using this
continuum?
Happiness ― Surprise ― Fear ― Sadness ― Anger ― Disgust
For me, the difficultly of using this continuum is that people can be confused of their
emotions at times. For example, your girlfriend surprises you on your birthday. You will
then feel mixed of emotions between surprise and happiness. And thus will lead to
confusion which of the two do you really feel.
3. Of the eight sources of emotions and moods identified in your text, which do you
feel is the most critical and why?
I think the most critical source of emotions and moods at this very moment is gender. At
this very moment, people are still struggling about their sexual orientation. Our
LGBTQIA+ family are still fighting for their rights, and there still people who cannot
accept their true self, who are still not accepted by their family and the community.
These factors made me conclude that gender is the critical source, since sexual
orientation is still a controversial issue up until today which, I think, is should not be an
issue at all.
4. What are the sources of stress and emotional labour for employees?
Some sources of stress and emotional labor for employees can be the workloads, long
hours of working, the work organization and environment, the deadlines and goals of the
company, and also the job insecurities which are common to most of the organizations.
Also there are personal issues and emotions that can affect the employees though these
matters should not affect the performance of an employee, we cannot eliminate these
factors because they are the reason why such employee behaves that way.
Sobrevilla, Rod Stephen Chapter 4
BSA 3-11

5. How valid do you consider the concept of emotional intelligence to be?

Rationalize your answer.
Emotional intelligence is true to myself. I know in myself that I am not really good with
socializing and talking to people. I am an introvert and as I said, I say things in a
straightforward way, but I am good in academic. I always work hard in acing my dreams
and to pass my courses. So, if emotional intelligence is not reliable, then there will never
have a basis of how good you are in handling your emotions and personal issues.
People have multiple intelligence; we can say that you are good at this area and the
other one can be your weakness.
6. Consider the impact of emotions on customer service. What is the effect of
emotions and moods on customer satisfaction, and how does the concept of
emotional contagion enter into this?
I believe that the mood and emotion can be contagious, since one’s mood can affect
someone. Let’s say for example, the customer services’ worker burst out his/her anger
on one of the customers, then this could lead to bigger problem like arguments between
the two of them. But since it’s the customer service job to assist their customer, they
should always be mindful of the idea that customers must be treated well and be always
kind to them. It is understandable that everyone can get tired and get frustrated for
working all day, but customer services must always remember that customer’s
satisfaction of their services lies to their hands.
7. Are emotions universal? Why or why not? Give examples in your answer.
Well, I think emotions are universal. People may have differences, their everyday life,
our beliefs and cultures, and such stuff that made us feel unique. But then, logically
thinking, sometimes when I talk with other people and they tell me their feelings about
something, I realized at some point that I felt that way too, like I’ve been there, I just
didn’t know what exactly I feel at that very moment because of confusions, but we feel
the same. So I can say that emotions are universal, the only reason why we think it’s
not, is that we did not know exactly what is that feeling.