Chapter 2 Part 1

Emotions
“ youtube.com/watch?v=dOkyKyVFnSs
 Difference

01
between
affect, mood
and
emotions
 Dalal is a store manger. She has a
very strange character. She is often
grumpy and sometimes when
employees make mistakes she
overreacts and becomes extremely
angry. The strange thing is that she
doesn’t understand why her
employees dislike her.
MOOD OR EMOTION ????
 Examples Mood Emotion

Being in a state of heightened sensitivity and easily getting annoyed or

frustrated by small inconveniences or disturbances.

Feeling a brief moment of astonishment and disbelief when someone

unexpectedly throws a surprise party in your honor.

Feeling a general sense of joy and contentment

Experiencing strong feelings of displeasure and irritation in response to

a perceived injustice or when someone intentionally provokes you.

Experiencing low energy.

Experiencing deep sorrow and grief due to the loss of a loved one or
experiencing a significant setback or failure.
Sources of Moods and Emotions

Personality Gender Day of the Week and Time

women are more of the Day
emotional than men.
women are more
emotionally expressive
than men

Weather Sleep Exercise

seasonal affect Sleep-deprived people
disorder, in which and sleep quality.
depressive moods are
associated with the
lowered light levels of
the winter months
Why do we care
about emotions
???
 Why Should We Care About Emotions in the Workplace?

Emotions provide important information about how we understand the

world around us.

People who know their own emotions and are good at reading others’
emotions may be more effective in their jobs.

Negative emotions are common among workers in service industries.

Individuals who work in manufacturing rarely meet their customers face-to-

face. If they’re in a bad mood, the customer would not know. As such, they
are expected to be upbeat, friendly, and polite at all times, which can be
exhausting to accomplish in the long run.
 Affective
02 Events
Theory
Affective Events theory
Affective Events theory

1. The theory begins by recognizing that emotions are a

response to an event in the work environment.
2. Work events trigger positive or negative emotional
reactions, to which employees’ personalities and moods
predispose them to respond with greater or lesser
intensity.
3. AET provides us with valuable insights into the role
emotions play in primary organizational outcomes of job
satisfaction and job performance. Employees and
managers therefore shouldn’t ignore emotions or the
events that cause them.
 Work Events
Events are specific incidents or situations that occur in the workplace
and elicit emotional responses from employees. These events can be
positive, negative, or neutral depending on the circumstances.
Examples of trigger events include:
1. Receiving positive feedback or recognition for a job well

done.
2. Experiencing a conflict or disagreement with a coworker.

3. Receiving a challenging assignment or being assigned to a

high-profile project.
4. Experiencing a significant change in organizational

structure or leadership.
 Emotional Reactions
Emotional reactions that employees have in response to the trigger
events. These emotional experiences can range from positive to
negative and can vary in intensity. Examples of emotional
experiences include:
• Feeling proud, motivated, and enthusiastic after receiving
positive feedback or recognition.
• Feeling angry, frustrated, or upset after experiencing a conflict or
disagreement with a coworker.
• Feeling anxious or stressed when faced with a challenging
assignment or high-pressure situation.
• Feeling uncertain or apprehensive due to organizational changes
or uncertainty about job security.
 Behavioral Outcomes
The actions or behaviors that result from the emotional experiences
triggered by the events. These behaviors can impact an employee's
performance, interactions with coworkers, and overall work
engagement. Examples of behavioral outcomes include:
• Increased motivation, productivity, and engagement in response
to positive feedback or recognition.
• Engaging in unproductive conflict or avoidance behaviors after
experiencing a disagreement.
• Demonstrating increased effort and problem-solving skills when
faced with a challenging assignment.
• Decreased job satisfaction, withdrawal behaviors, or reduced
commitment due to uncertainty or negative emotional
experiences.
 Behavioral outcome part 2
Negative emotions can lead to negative workplace
behaviours called employee deviance:
Production (leaving early, intentionally working slowly)
Property (stealing, sabotage)
Political (gossiping, blaming co-workers)
Personal aggression (sexual harassment, verbal abuse)
Can you be paid for your emotions ?

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03 Emotional
Labor
 Emotional Labor
When an employee
expresses organizationally
desired emotions during
interpersonal transactions at
work.
Emotional
Dissonance
Inconsistency between the
emotions an individual
feels and the emotions he
or she shows.
FELT Emotions
are an individual’s
actual emotions
Displayed
Emotions
are those that the
organization requires
employees to show and
considers appropriate in
a given job.
https://www.you
tube.com/watch
?v=xXYhua4IwoE
&t=8s
 Emotional

04 Intelligence
 Emotional Intelligence (EI)

Emotional refers to an individual’s ability

to:

Intelligence
1. Perceive emotions in self
and others
2. Understand the meaning
of these emotions
3. Regulate one’s emotions.

23
 To identify and modify the
emotions you feel

Emotion Emotion management ability is a

strong predictor of task
performance and organizational
Regulation citizenship behaviours.
Common strategies employed to
change emotions include:
• Surface acting
• Deep acting
• Acknowledging rather than
suppressing emotional
responses
• Venting

24
Deep acting
Deep acting is trying to modify one’s true inner feelings based on display
rules.

Deep acting deals with one’s felt emotions.

whereby employees actually feel the emotions that they are required to
express.

instead of faking an emotion that a customer may want to see, an

employee will actively try to experience the emotion they are displaying.

Example: A health care provider trying to genuinely feel more empathy for
her patients is deep acting.
Surface Acting
Surface acting occurs when employees display emotions dictated by their
job description—these emotions are not genuinely felt.

Surface acting is hiding one’s inner feelings and emotional expressions in

response to display rules.

Employee will fake his emotions

For example, Walt Disney World onstage employees engage in “surface

acting,” A worker who smiles at a customer even when he doesn’t feel like it
Venting
could vent their negative
emotions when they
believe that their attitude
would not hurt.
may need to express
their feelings such
as injustice, frustration,
misfortune, indignity or
even threat as a matter of
principle in conflict.
Releasing negative/ positive
emotions can help co-
workers, neighbors, or
spouses feel better about
expressing their opinions.

In negative emotions:
employee should think
about collateral damage and
the possibility that engaging
in conflict could harm their
reputation or their colleagues’
sense of self-worth.
 Q&A

Michael is angry that he was disciplined by his boss and demoted from
produce clerk to the job of stocking shelves. He has not been greeting
customers with a smile and friendly hello, although this is required in
his job. He takes extra time collecting his supplies from the back of the
warehouse, and then works quickly when working in the public areas
of the store only so he can disappear into the warehouse. He
sometimes hides in the washroom during his shift to avoid talking to
his boss.
 Referring to Scenario, the
requirement to greet customers
with a smile and friendly hello is
classified as
A) self-monitoring.
B) mindfulness.
C) moral emotions.
D) emotional labour.
E) emotional intelligence.
when Michael does not greet customers with a smile
he is demonstrating
A) displayed emotions.
B) mindfulness.
C) emotional intelligence
D) felt emotions.
E) shyness
Michael's emotional intelligence is most likely
A) high.
B) low.
C) displayed.
D) felt.
E) appropriate.

The anger Michael feels toward his boss is

A) emotional labour.
B) emotional dissonance.
C) a mood.
D) an emotion.
E) a perception.
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