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Chapter 4: Emotions and Moods

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 Learning Objectives
After studying this chapter, you should be able to:
Differentiate between emotions and moods.
Discuss whether emotions are rational and what functions they
serve.
Identify the sources of emotions and moods.
Show the impact emotional labor has on employees.
Describe affective events theory and its applications.
Contrast the evidence for and against the existence of
emotional intelligence.
Identify strategies for emotion regulation and their likely effects.
Apply concepts about emotions and moods to specific OB
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issues.
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LO 1 Differentiate Between
Emotions and Moods
In the past, emotions were ignored in OB
Myth of rationality
 Managers worked to make emotion-free
environments.
Emotions were believed to be disruptive.
 Emotions interfered with productivity.
Now we know that emotions can’t be separated
from the workplace.
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LO 1 Differentiate Between
Emotions and Moods

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LO 1 Differentiate Between
Emotions and Moods
Six essentially universal emotions
1. Anger
2. Fear
3. Sadness
4. Happiness
5. Disgust
6. Surprise

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LO 1 Differentiate Between
Emotions and Moods
May be placed along a spectrum of emotion

Happiness Surprise Fear Sadness Anger DisgustDisgust

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LO 1 Differentiate Between
Emotions and Moods

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LO 2 Discuss Whether Emotions Are
Rational and What Functions They Serve

Decision Making

Thinking Feeling

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LO 2 Discuss Whether Emotions Are
Rational and What Functions They Serve
Do emotions make us ethical?
 Research on moral emotions questions the previous
belief that emotional decision making is based on
higher-level cognitive processes.
 Our beliefs are shaped by our groups, resulting in an
unconscious feeling that our shared emotions are
“right.”
 People who are behaving ethically are at least partially
making decisions based on their emotions and
feelings, and this emotional reaction will often be a
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good thing.
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LO 3 Identify the Sources of
Emotions and Moods
Personality
 Moods and emotions have a trait component.
 Affect intensity – how strongly people
experience their emotions.
Time of Day
 There is a common pattern for all of us.
Happier in the midpoint of the daily awake
period.
Day of the Week
Happier toward the end of the week. 4-11

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LO 3 Identify the Sources of
Emotions and Moods
Weather
 Illusory correlation – no effect.
Stress
 Even low levels of constant stress can worsen
moods.
Social Activities
 Physical, informal, and dining activities increase
positive moods.
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LO 3 Identify the Sources of
Emotions and Moods
Sleep
 Poor sleep quality increases negative affect.
Exercise
 Does somewhat improve mood, especially for
depressed people.

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LO 3 Identify the Sources of
Emotions and Moods
Age
 Older people experience fewer negative emotions.
Sex
 Women tend to be more emotionally expressive,
feel emotions more intensely, have longer-lasting
moods, and express emotions more frequently
than do men.

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LO 4 Show the Impact Emotional
Labor Has on Employees
 Emotional labor – an employee’s expression of
organizationally desired emotions during
interpersonal transactions at work.
Emotional dissonance occurs when employees
have to project one emotion while simultaneously
feeling another.
Can be very damaging and lead to burnout.

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LO 4 Show the Impact Emotional
Labor Has on Employees
Types of Emotions
 Felt: the individual’s actual emotions.
 Displayed: required or appropriate emotions.
Surface acting: hiding one’s inner feelings and
foregoing emotional expressions in response to
display rules.
Deep acting: trying to modify one’s true inner
feelings based on display rules.

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LO 5
Describe Affective Events
Theory and Identify Its Applications

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LO 5
Describe Affective Events
Theory and Identify Its Applications
 An emotional episode is actually a series of
emotional experiences triggered by a single event.
 Current and past emotions affect job satisfaction.
 Emotional fluctuations over time create variations in
job performance.
 Emotion-driven behaviors are typically brief and
variable.
 Both negative and positive emotions can distract
workers and reduce job performance.
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LO 5
Describe Affective Events
Theory and Identify Its Applications
 AET offers two important messages:
1. Emotions provide valuable insights into how
workplace hassles and uplifting events influence
employee performance and satisfaction.
2. Emotions, and the events that cause them,
should not be ignored at work because they
accumulate.

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LO 6 Contrast the Evidence For and Against
the Existence of Emotional Intelligence
Emotional Intelligence is a person’s ability to
 Perceive emotions in the self and others.
 Understand the meaning of these emotions.
 Regulate one’s emotions accordingly in a
cascading model.

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LO 6 Contrast the Evidence For and Against
the Existence of Emotional Intelligence

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LO 6 Contrast the Evidence For and Against
the Existence of Emotional Intelligence
EI is controversial and not wholly accepted.
 The case for EI
Intuitive appeal.
Predicts criteria that matter.
Is biologically-based.

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LO 6 Contrast the Evidence For and Against
the Existence of Emotional Intelligence
EI is controversial and not wholly accepted.
 The case against EI
Researchers do not agree on definitions – too
vague as a concept.
Can’t be measured.
Is nothing but personality with a different label.

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LO 7 Identify Strategies for Emotion
Regulation and Their Likely Effects
Emotion regulation involves identifying and
modifying the emotions you feel.
 Effective emotion regulation techniques include:
Acknowledging rather than suppressing
emotional responses to situations.
Re-evaluating events after they occur.
Venting.
Changing your emotions takes effort, and this effort
can be exhausting. 4-24

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LO 7 Identify Strategies for Emotion
Regulation and Their Likely Effects
Selection
 EI should be a hiring factor, especially for social
jobs.
Decision Making
 Positive emotions can lead to better decisions.
Creativity
 Positive mood increases flexibility, openness, and
creativity.

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LO 7 Identify Strategies for Emotion
Regulation and Their Likely Effects
Motivation
 Positive mood affects expectations of success.
Feedback amplifies this effect.
Leadership
 Emotions are important to acceptance of
messages from organizational leaders.
Negotiation
 Emotions can affect negotiations.

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LO 7 Identify Strategies for Emotion
Regulation and Their Likely Effects
Customer Service
 Emotions influence customer service.
This influences repeat business and customer
satisfaction.
 Emotional contagion = “catching” emotions
Job Attitudes
 A good day at work tends to be followed by a
good
mood at home and vice versa.
This usually dissipates overnight.
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LO 7 Identify Strategies for Emotion
Regulation and Their Likely Effects
Deviant Workplace Behaviors
 Negative emotions lead to workplace deviant
behaviors.
Actions that violate norms and threaten the
organization.
Safety and Injury at Work
 Don’t do dangerous work when in a bad mood.

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LO 8 Apply Concepts about Emotions
and Moods to Specific OB Issues
How Managers Can Influence Moods
 Use humor and praise to increase employees’
positive moods.
 Being in a good mood oneself can result in more
positivity and better cooperation.
 Selecting positive team members can have a
contagion effect.

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 Implications for Managers
To foster effective decision making, creativity, and
motivation in employees, look to model positive
emotions and moods as much as is authentically
possible.
Provide positive feedback to increase the positivity
of employees.
In the service sector, encourage positive displays of
emotion, which make customers feel more positive
and thus improve customer service interactions and
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 Implications for Managers
Regulate your intense emotional responses to an
event by recognizing the legitimacy of the emotion
and being careful to vent only to a supportive listener
who is not involved in the event.
Be careful not to ignore co-workers’ and employees’
emotions; do not assess others’ behavior as if it were
completely rational.

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