INDIVIDUAL

EMOTIONS AND MOODS

Chapter 04
Emotion free Organization??

 Initially organizations give little or no attention to emotions.

 Don’t allow to express: Frustration, Fear, Anger, Love, Hate, Joy, Grief.

 Emotions of any kind were disruptive:

 Like ANGER has impact on employee’s ability to work effectively.

 Certainly some emotions, particularly exhibited at the wrong time, can hinder
performance.
 They are neutral some are constructive or contributing factor toward performance.
 Emotions are inseparable part of everyday life. [You can’t leave emotions at home]

Emotion-free organizations are not possible.

Emotions
WHAT ARE EMOTIONS AND MOODS?
 Three terms are closely intertwined Affect, Emotions, and Mood.
 Affect is generic that covers broad range of feelings people experience including both emotion and
mood.

 EMOTIONS: Intense feelings directed at someone or something.

 MOODS: Less intense feelings than emotions and often (though no always) arise without a
specific event acting as a stimulus.

 For Example: If someone is rude to you

Intense feelings probably comes

and goes fairly quickly, may be
even in matter of seconds.
 But when you are in bad mood: You can feel bad for several hours.
 Bad moods can make more emotional in response to event.
 If you’re in good mood  You see world as Heaven (Paradise)
The Basic Emotions

How many emotions are there?

 There are dozens i.e. anger, contempt, enthusiasm, envy, fear, frustration,
disappointment, embarrassment, disgust, happiness, hate, hope, jealousy, joy,
love, pride, surprise, and sadness.
 Some researchers or even philosophers say there are universal emotions
common to all.
 But René Descartes, founder of modern philosophy identified emotions:
 Wonder, Love, Hatred, Desire, Joy and Sadness.
 All others are composed of some of these six emotions.

 Psychologists tried to identify basic emotions by studying facial expressions.

 One problem is that some emotions are too complex to be easily represented on our face.
 Many think love as the most universal of all emotions.
 But not easy to express through only a facial expression.
Cultures Also Govern Emotions

 Some facial expressions can easily be recognized across the cultures but
some are unique in nature and identified by few people.
Degree of Emotion  Defines the expression.
Emotions across culture

 In USA and other western countries recognize smile as indicating

happiness, BUT in the Middle East (Iran, SA, Turkey, Egypt etc) is likely to
seen as a sign of attraction.
 So women learned not to smile at men.

 Serious German shoppers have reportedly been turned off by the

Walmart’s friendly greeters and helpful staff.
 And nowadays, companies offer Anger-Management programs to teach
people to contain or even hide their inner feelings.
The Basic Moods: Positive and Negative Affect
 One way to classify emotions is whether they are positive or negative.
Positive Emotions: Express a favorable evaluation or feeling—such as joy and gratitude.
Negative Emotions: Express the unfavorable feeling—such as anger or guilt.
Remember: Emotions can't be neutral
 When we group our emotions into positive and negative categories, they become mood states
because we are looking at them more generally instead of in isolation.
The Functions of Emotions

Do Emotions Make Us Irrational?

 The Famous astronomer once wrote: “Where we have strong emotion, we’re liable to
fool ourselves”
 The rationality and emotion are in conflict, and that if you exhibit emotion you’re likely
to act irrationally.
 Few researchers believe emotions also help us to understand the world around us.
 We must have ability to experience emotions to be rational.
 Key to good decision making is: Employ thinking and feeling in your decisions.
Do Emotions Make Us Ethical?

 Initially high order cognitive processes are required for ethical decision
making.

 Sympathy for the suffering of others, guilt about our own immoral
behavior, anger about injustice done to others, contempt for those who
behave unethically etc.
SOURCE OF EMOTIONS AND MOODS
1. Personality: Emotions have trait component, most people have built-in tendencies
to experience certain moods and emotions more frequently than others.
For Example: Harabhajan Singh and MS Dhoni.
 One is easily provoked and while other is calm and relatively unemotional.

2. Day of the Week and Time of the Day:

 People tend to experience different mood during week.
3. Weather:
 50 degree and sunny weather.
 Too cold and rainy day.

Researchers
Suggested that weather has little effect on moods.
4. Stress: Impending (awaiting) deadline, the loss of big sale, a reprimand from the boss.
5. Social Activities: Do you tend to be happiest when out with friends?
 Improves positive mood and have little effect on negative mood.

Do people in positive mood seek out social interactions

or
Social interactions cause people to be in good moods?
Both are true.
6. Sleep
 Sleep quality does affect mood. (Less attention at work)

7. Exercise: “Sweat Therapy”

 Exercise help people to enhance their positive mood.

8. Age: Do young people experience more extreme positive emotions than older
people?
 One study suggest than negative emotions seem to occur less as people get older.
 As we get older we experience wide variety of emotions.
 Stability comes with emotional exposure.

9. Sex: Many believe that women are more emotional than men?
 Evidence confirms that “Women are more emotionally expressive than men”. They display more
frequent expressions of both positive or negative emotions, except anger.
EMOTIONAL LABOR
 A job in retail sales or waited on tables in a restaurant, you know the importance
of projecting a friendly demeanor and smiling.
 Even though there are days when you didn’t feel cheerful, you knew management
expected you to be upbeat when dealing with customers. So you fake it!

 Emotional Labor:
 A situation in which an employee expresses organizationally desired emotions.
 Regulate emotions as work demand. Happy face while dealing with customers.

 This concept emerged from service jobs:

 Airlines expect their attendants to be cheerful.
 Expect Funeral Directors to be sad.
 Doctors to be emotionally neutral.
Emotional Labor is relevant to almost every job

 Your manager expect you to be courteous (polite) not hostile in your interactions
with co-workers.
 True challenge arises when employee have to project one emotion while feeling
another. [This disparity is called Emotional Dissonance]
 Bottled-up feelings of frustration, anger, and resentment can eventually lead to
Emotional Exhaustion and Burn out.
Felt Emotions Vs. Displayed Emotions

Felt Emotions: Individuals actual emotions are shown

 If you feeling angry, sad, happy or other.

Displayed Emotions: Emotions that organization require workers to show

and consider appropriate in a given job.
 They are not innate, they’re learned.

For Example:
 Society expect from us to be sad at funerals weather we consider the person’s death
a loss or not.
 Appear happy at weddings even if we don’t feel like celebrating.

 In organization:
 Manager has learned to be serious while giving Negative Performance Evaluation
 And hide their emotions of anger while announcing someone’s promotion.
Types of Emotional Labor

1. Surface Acting: [Based on displayed emotion]

 Hiding inner feelings and forgoing emotional expression in response to display
rules.
 i.e. A worker who smiles at customer even when he doesn’t feel like.

2. Deep Acting: [Deals with Felt Emotions]

 Try to modify our true inner feelings based on display rules.
 i.e. A health care provider trying to genuinely feel more empathy for his/her patient.

Which type of Labor will be more stressful ?

 Surface acting is more stressful to employees because it entails denying their true
emotions.
 Employees who engage in such behavior must have chance to relax and recharge.
EMOTIONAL INTELLIGENCE
 Emotional intelligence (EI): The ability to detect and to manage emotional cues and
information.
 Emotional Intelligence—is a person’s ability to (1) perceive emotions in the self and others, (2)
understand the meaning of these emotions, and (3) regulate one’s.

 People who know there emotions and are good at reading emotional cues—for instance, knowing
why they’re angry and how to express themselves without violating norms—are effective.
Emotional Intelligence

 Institutive Appeal It is good to posses social intelligence. Intuition suggest people who
can detect emotions in others, control their emotions, and handle social interactions.
 EI Predicts Criteria That Matter High level of EI mean person will perform well on
the job. EI predicts the performance of employees.
 EI is Biologically Based EI is also genetically influenced.
 EI Researchers Do Not Agree on Definitions Some researchers focus on emotional
intelligence via test with right and wrong answers, scoring ability to recognize and control
emotions.
 EI Can’t Be Measured Many critics has raised questions about measuring EI.
 EI is Nothing but Personality with a Different Label EI is closely related to intelligence
and personality, once you control for these factors, it has nothing unique to offer.

Social Intelligence (SI) is the ability to get along well with others, and to get them to cooperate
with you.
EMOTION REGULATION
 The central idea behind emotion regulation is to identify and modify the emotions you feel.

 Emotion Regulation Influence and Outcomes:

 Not everyone is equally good at regulating their emotions.
 Individual who are higher in the personality trait of neuroticism have more trouble doing so and often find
their moods are beyond their ability to control.

 People who have lower levels of self esteem are also less likely to try to improve their sad moods

 The diversity in work environment also influence the tendency r=to employ emotional regulation
 Younger employees are more likely to regulate their emotions when they work in a group of older.

 Minority groups (with low diversity in the organization) will also regulate their emotion to be fit with majority
groups.

 Changing your emotions takes effort, and effort can be exhausting.

 Some times to change an emotion actually make the emotion more stronger .

Neuroticism: Tend to feel dissatisfied with themselves and their lives. Depressed, anxiety, anger and guilt.
EMOTION REGULATION
 Emotion Regulation Techniques:
 Surface and deep acting
 Suppressing negative thoughts
 Cognitive Reappraisal (reframing our outlook on an emotional situation), (Revisiting the situation
will lessen the impact of particular emotion) [Second thought]
 Social Sharing
 Mindfulness (Reception, attention and awareness of the present moment, events and experience.)

 Ethics of the Emotion Regulation:

 Some people might argue that controlling your emotions is unethical because it requires a degree of
acting.
 Other people might argue that all emotions should be controlled so you can take a dispassionate
perspective.
 Are you regulating your emotions so you don’t react inappropriately, or are you regulating your
emotions so no one knows what you are thinking?
 Recent research has found that acting like you are in a good mood might put you in a good mood
OB APPLICATIONS OF EMOTIONS AND
MOODS
 Selection:
 The job that require high degree of social interaction.
 Employers used to measure EI to hire people.

 Decision Making:
 Mood and emotion have important effects on DM.
 Positive people find better solutions to problems.
 With Negative emotions, depressed people are slower at processing information and take riskier decisions.

 Creativity:
 People in good moods tend to be more creative than people in bad moods.
 The produce more ideas and more options, and other thinks their ideas are original.
 Other research finds that bad moods can lead to creativity than good moods.
 All the activating moods whether positive or negative leads to creativity such as fatigue.

 Motivation:
 Employees feel better about themselves and motivated when they have positive emotions.
 Leadership:
 When leaders feel excited, enthusiastic, and active, they are more likely to energize their subordinates and covey sense of
efficacy, competence, optimism, and enjoyment.

 Negotiation:
 Negotiation is emotional process.
 Negotiator shows anger  It would lead to worse outcomes, if you’re not powerful party in negotiation.

 Customer Service:
 Positive emotions provide high quality of customer satisfaction.
 Emotional Contagion (catching of emotions from others) When employee shows positive emotions to customer, in repeat
they also respond positively.

 Work-Life Satisfaction:
 The people who have the good day at work tend to be in better mood at home that evening and vice versa.

 Deviant Workplace Behavior:

 People behave in ways that violate established norms and threaten the organization, its member or both.
 Managers need to be connected with their employees to identify & measure emotions and emotional intensity level.

 Safety and Injury at Work:

 Bad moods can contribute to injury at work in several ways.
 A person who is always scared will be more pessimistic about the effectiveness and feel like she must just get hurt any way.