gestures.Meaning of emotions A person¶s emotion is a state characterized by physiological arousal changes in facial expression. posture and subjective feelings. .

Emotional expressions or visible signs of what a person is feeling are another emotional element. anger or joy Pounding heart. digest and try. sweat and nervoustics are bodily reactions initiated by fear.Š Š Š Š People are moved to take action by emotions such as fear. . a hormone produced by the adrenal glands. anger. gurgling stomach. Most of these above changes in activity are caused by adrenaline.

Anger 7.Primary Emotions 1. Disgust 6. Sadness 4. Fear 2. Anticipation . Joy 5. Surprise 3.

remorse. awe. love. optimism and disappointment. Secondary emotions(negative emotions) Fear. Anger. surprise. Primary emotions(positive emotions) Love/affection. Sadness. Disgust and Shame. happiness/joy.Secondary Emotions Secondary emotions or other emotions such as aggression. contempt. .

For example. modifying and using the emotions that the organization believes is best to be effective. faking or suppressing emotions to modify the emotional expression. listen attentively and show respect to even the most problematic customers. the employee is managing.Š Š In organizations Emotional Labour may involve enhancing. employees working in customer service may be encouraged to smile. In these cases. .

Š Š Š Š Some researchers have found that emotions are stressful and may result in burnout The assumption is that managing emotions requires effort. where one regulate his emotional expressions and through DEEP ACTING. where one modifies feelings in order to express a desired emotion. time and energy Organization that attempt to reduce the emotions of the employees There are two ways for individuals to manage their emotions though what is called SURFACE ACTING. .

In organizations have more negative events there is likely to be more emotional labour.Š Š Š Š In both surface and deep acting there is conscious effort being employed. training and guidance to their employees to reduce emotions. The amount of emotional labour increases in the organization and stress also increases due to the physiological demands involved in managing emotions Management provides support for coaching. .

and .Emotional Intelligence The handling of relationships interactions with others.

self-control.Definitions 1. A combination of skills and abilities such as self-awareness. empathy and sensitivity to the feelings of others. 2. The capacity for recognizing our own feelings and those of others for motivating ourselves and for managing emotion well in ourselves and in our relationship-Daners Goleman .

musical. mathematical. interpersonal and intrapersonal. critical thinking and abstract reasoning.Š Š Š Š Emotional intelligence is a goal directed mental activity that is marked by efficient problem solving. objective measures of the still elusive emotional intelligence construct. . spatial. verbal. A major weakness with emotional intelligence as a concept is the lack of scientifically sound. The interpersonal and intrapersonal types of intelligence blend in with emotional intelligence as a type of intelligence. Gardner has argued that there are many ways to be intelligent.

Theories of Emotional Intelligence Goleman¶s approach to emotional intelligence in the workplace The Salovery and Mayer theory .

From this book emotional intelligence counts for more than IQ or technical expertise for excellence in any job and especially for outstanding leadership. trustworthiness. . He identifies key relationship skills such as empathy. political awareness.Š Š Š Š Goleman published his book working with emotional intelligence. He identifies self-master job capabilities such as initiative. self confidence and achievement drive that contribute outstanding performance. team capabilities and leadership that result in effective organizations. leveraging diversity.

At the organizational level. a priority in the concrete terms of hiring. . At the group level.Š Š Š Š Team capabilities and leadership deal with how to develop emotional intelligence capabilities and organization that are emotional intelligent. At the individual level elements of emotional intelligence can be identified assessed and upgraded. training and development. it means an interpersonal dynamics that makes groups smarter. it means revising the value hierarchy to make emotional intelligence. performance. evaluation and promotion.

Goleman¶s dimensions of emotional intelligence in the workplace Self-awareness Self-management Self-motivation Empathy Social skills .

A capacity to perceive emotion  To integrate it in thought  To understand it  To manage it effectively . ¶Emotional Intelligence· They purpose that emotional intelligence emphasizes for cognitive components.Š Š Salovery and Mayer first coined term.

Š Š Š They believe it is more important that emotional intelligence fits within the domain of conceptual definitions of intelligence. They propose that the ability to process effective information is an intellectual aptitude The theoretical and research work of Salovery and Mayer uses a variety of self report measures of emotional intelligence. .

. presently the Salovery and Mayer scales such as the MEIS are cumbersome for respondents and take significant time to complete.Š Š Š They develop their own scales and borrow from the work of other psychologists Unfortunately. Salovery and Mayer temper any claims about the link between emotional intelligence and career success.

there are three Supplemental scores (Mayer.htm l. namely Multifactor Emotional Intelligence Scale (MEIS). MSCEIT was developed from an intelligencetesting tradition formed by the emerging scientific understanding of emotions and their function and from the first published ability measure specifically intended to assess emotional intelligence.com/MSCEIT. four Branch scores.Š Š Š Mayer-Salovey-Caruso Emotional Intelligence Test (MSCEIT) is an ability-based test designed to measure the four branches of the EI model of Mayer and Salovey. MSCEIT consists of 141 items and takes 30-45 minutes to complete. & Caruso.eiskills. In addition to these 15 scores. Salovey.html . http://www. and eight Task scores.eiconsortium.org/measures/msceit. MSCEIT provides 15 main scores: Total EI score. two Area scores. 2002) http://www.

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