Emotions and Moods

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  Myth of rationality –
emotions were the
antithesis of rationality
and should not be seen in
the workplace
 Belief that emotions of any

kind are disruptive in the

workplace

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 Affect
◦ A generic term that encompasses a broad range of
feelings that people experience
Emotion
◦ Intense feelings that are directed at someone or
something
◦ Short termed and action-oriented.
Mood
◦ Feelings that tend to be less intense and longer-
lasting than emotions and often lack a contextual
stimulus
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 Day of Week and Time of Day
◦ More positive interactions will likely occur mid-
day and later in the week

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 An employee’s expression of
organizationally desired
emotions during
interpersonal transactions at
work
Emotional dissonance is
when an employee has to
project one emotion while
simultaneously feeling
another

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  Felt Emotions:
◦ the individual’s actual emotions
 Displayed Emotions:
◦ the learned emotions that the organization
requires workers to show and considers
appropriate in a given job
◦ Surface Acting is hiding one’s true emotions
◦ Deep Acting is trying to change one’s feelings
based on display rules

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 Satish fully understands the loss of Ronita, but then, the show must go on. Ronita’s lack of

enthusiasm and indifference was very much visible. Initially, every member of her team was

supportive, but now after 11 months, many have started complaining about her lack of interest in

team’s progress, even few have started questioning her ability to lead a high performing team.

Before the accident, when she lost her kid , Ronita was the star performer of the Zenith technologies.

Everyone was appreciative of her leadership, that’s the reason Satish appointed her the team lead of a

very important project. This is so far the biggest assignment the company has bagged, and the future

of Zenith depends on it.

What should Satish do ?

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  Selection – Employers should consider EI a
factor in hiring for jobs that demand a high
degree of social interaction
 Decision Making – Positive emotions can
increase problem-solving skills and help us
understand and analyze new information
 Creativity – Positive moods and feedback may
increase creativity

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  Motivation – Promoting positive moods may
give a more motivated workforce
 Leadership – Emotions help convey messages
more effectively
 Negotiation – Emotions may impair negotiator
performance
 Customer Service – Customers “catch”
emotions from employees, called emotional
contagion

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  Job Attitudes – Emotions at work get carried
home but rarely carry over to the next day

 Deviant Workplace Behaviors – Those who feel

negative emotions are more likely to engage
in deviant behavior at work

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  Use humor to lighten the
moment
 Give small tokens of

appreciation
 Stay in a good mood

themselves – lead by
example
 Higher positive people

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 Does the degree to which people experience
emotions vary across cultures?
Do people’s interpretations of emotions vary
across cultures?
Do the norms for are the expressions of
emotions differ across cultures?
“YES” to all of the above!

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  Understand the role of emotions and
moods to better explain and predict
behavior
 Emotions and moods do affect
workplace performance
 While managing emotions may be
possible, absolute control of worker
emotions is not

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  Positive emotions can increase problem-
solving skills
 People with high EI may be more effective in
their jobs
 Managers need to know the emotional
norms for each culture they do business
with

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