“Organization Studies”

MS 437

Lecture 11
“Emotions and Emotion Management”

By: Dr. Humera Manzoor

Assistant Professor, Institute of
Business Studies, KUST
Topic: Managing Diversity at Workplace

Contents

• Emotions: an introduction
• Affect, moods and emotions
• Kinds of emotions
• Emotions in management theories
• Significance of emotions in organizations

Course: Organization Studies, MS437 Instructor: Dr. Humera

Manzoor, Assistant Prof, IBS, KUST. Email: humera@kust.edu.pk
Topic: Emotions and Emotion Management

Emotions: an introduction

“An emotion is an organized system of feelings, physiological

responses, bodily expressions, and action tendencies that
flow from an almost instantaneous appraisal of a current
situation’s relevance to the individual” (Scherer, 2005).

Course: Organization Studies, MS437 Instructor: Dr. Humera Manzoor, Assistant Prof, IBS, KUST. Email: humera@kust.edu.pk
Topic: Emotions and Emotion Management

Theoretical Perspective of emotions

Two main views to study emotions:

• Organismic view: emotions are physiological and inherent.

• Interactive view: emotions emerge in social and cultural processes

Course: Organization Studies, MS437 Instructor: Dr. Humera Manzoor, Assistant Prof, IBS, KUST. Email: humera@kust.edu.pk
Topic: Emotions and Emotion Management

Emotions in facial expressions

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Course: Organization Studies, MS437 Instructor: Dr. Humera Manzoor, Assistant Prof, IBS, KUST. Email: humera@kust.edu.pk
Topic: Emotions and Emotion Management

Affect, mood and emotions

Affect – range of feelings which encompass emotions & moods

Moods – feelings which are less intense than emotion and is not
directed towards any thing.

Emotions – intense feelings that are directed towards someone or

something.

Course: Organization Studies, MS437 Instructor: Dr. Humera Manzoor, Assistant Prof, IBS, KUST. Email: humera@kust.edu.pk
Topic: Emotions and Emotion Management

Course: Organization Studies, MS437 Instructor: Dr. Humera Manzoor, Assistant Prof, IBS, KUST. Email: humera@kust.edu.pk
Topic: Emotions and Emotion Management

Types of emotions

Primary emotions: universal emotions that comprise a small set of central and
fundamental emotions from which the full range of emotions derive.
e.g. fear, anger, sadness, happiness, disgust and surprise

Secondary emotions: produced in response of the primary emotions. They vary across
cultures, e.g., guilt, honor and embarrassment .

Example: a person may feel ashamed as a result of becoming anxious or sad. In this case,
anxiety would be the primary emotion while shame would be the secondary emotion.

Emotions are not mutually exclusive. Mixed feelings and contradictory emotions can
co-exist
Course: Organization Studies, MS437 Instructor: Dr. Humera Manzoor, Assistant Prof, IBS, KUST. Email: humera@kust.edu.pk
Topic: Emotions and Emotion Management

Emotions in Organizations

• Dominance of ‘myth of rationality’.

Emotion seen as irrational, feminine and
disruptive.

• Scientific management theories viewed

humans as machine like instruments and
design measures to control and suppress
it

Course: Organization Studies, MS437 Instructor: Dr. Humera Manzoor, Assistant Prof, IBS, KUST. Email: humera@kust.edu.pk
Topic: Emotions and Emotion Management

Weber's bureaucracy and emotions

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Course: Organization Studies, MS437 Instructor: Dr. Humera Manzoor, Assistant Prof, IBS, KUST. Email: humera@kust.edu.pk
Topic: Emotions and Emotion Management

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Course: Organization Studies, MS437 Instructor: Dr. Humera Manzoor, Assistant Prof, IBS, KUST. Email: humera@kust.edu.pk
Topic: Emotions and Emotion Management

Contemporary view of emotions

• Seminal work of Hochschild (1979, 1983) on emotion management of

flight attendants

• Emotional Intelligence: “the capacity for recognizing our own feelings

and those of others, for motivating ourselves, and for managing
emotions well in ourselves and in our relationships” (Goleman, 1998).

• Emotions as a resource

Course: Organization Studies, MS437 Instructor: Dr. Humera

Manzoor, Assistant Prof, IBS, KUST. Email: humera@kust.edu.pk
Topic: Emotions and Emotion Management

Why we should study emotions in organizations?

• Helps to understand issues in organisations

• Emotions have intrapersonal effects on the person experiencing them in
terms of attention, motivation, creativity, information processing and
judgment, and well-being.
• Serves interpersonal function of communicating.
• Hence, emotions are integral to social processes in organizations such as
leadership, teamwork, negotiation, and customer service.

Course: Organization Studies, MS437 Instructor: Dr. Humera

Manzoor, Assistant Prof, IBS, KUST. Email: humera@kust.edu.pk
Topic: Emotions and Emotion Management

References and suggested readings

• Fineman, S. (1993) Organizations as Emotional Arenas. In Fineman, S.

(Eds.),Emotion in Organizations, 9-35. Thousand Oaks: Sage Publications Inc.

• Fineman, S. (2000) Emotional Arenas Revisited. In Stephen, F. (Eds.), Emotion in

Organizations, 1-24. 2nd Edition, Thousand Oaks: Sage Publications Inc.
• Fineman, S. (2003) Understanding Emotion at Work. London: Sage Publications
Ltd.
• Bolton, S. (2005) Emotion Management at workplace. Palgrave Macmillan.

Course: Organization Studies, MS437 Instructor: Dr. Humera

Manzoor, Assistant Prof, IBS, KUST. Email: humera@kust.edu.pk