What is Emotion?

Intense feelings that are directed at someone or something. It includes facial expressions, gestures, positive and negative feelings. Emotion is a complex psycho-physiological experience of an individual's state of mind as interacting with biochemical (internal) and environmental (external) influences.

Types of Emotion   Positive Emotion Negative Emotion .

Positive Emotion       Love Appreciation Happiness Hope Enthusiasm Optimistic .

Negative Emotion        Fear Anger Depression Pride Jealousy Frustration Envy .

.desired emotions during interpersonal interactions. The management of your emotion to keep them under control.Emotional Labour   When an employee expresses organizationally.

Emotional labor……. customers. The intended effects of these emotional displays are on other.  Emotional labor is a form of emotional regulation wherein workers are expected to display certain emotions as part of their job. subordinates or coworkers . and to promote organizational goals. who can be clients. targeted people.

Forms of Emotional Labour   Surface Acting Deep Acting .

or faking. involves "painting on" affective displays.Surface Acting  surface acting. Surface acting involves an employee's (presenting emotions on his or her "surface" without actually feeling them) .

Deep Acting  deep acting wherein they modify their inner feelings to match the emotion expressions the organization requires .

and people who have this capacity are less depressed.What is Emotional Intelligence?  Intelligence is the mental capability of a person and is determined mostly by the structure of one’s brain. There is an intelligence based on emotion. more enjoyable. healthier. and have better relationships  .

What is EI?  A form of social intelligence that involves the ability to monitor one’s own and others’ feelings and emotions. to discriminate among them. . and to use this information to guide one’s thinking and action.

capabilities. Five dimensions      Self-awareness Self-management Self-motivation Empathy Social skills . and competencies that influence a person's ability to interact with others.Emotional Intelligence   Noncognitive skills.

verbal abuse) . intentionally working slowly) Property (stealing. sabotage) Political (gossiping.Negative Workplace Emotions  Negative emotions can lead to negative workplace behaviours:     Production (leaving early. blaming co-workers) Personal aggression (sexual harassment.

Models/Theories of Emotional Intelligence    Ability based EI models Mixed models of EI Trait EI models .

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