1 Organizational Behavior Robbins & Judge Chapter 8: Emotions and Moods.

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Organizational Behavior

Robbins & Judge

Chapter 8: Emotions and Moods

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Summary of Lecture 28

- What is perception?

- Determinants of attribution

- Shortcuts in judgment

- Perception and decision making

- Steps in rational decision making

- Bounded rationality

- Decision biases or errors

- Intuition and decision making

- Ethical decision

- Normative decision model

Robbins and Judge (2008): Organizational Behavior, Pearson, Prentice Hall

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Learning Objectives- Emotions and Moods

- Sources of Emotions and Moods

- External constraints on Emotions

- Impact of emotional labor on employees

- Affective Events Theory

- Emotional Intelligence

- OB Issues and Emotions

- OB Issues and Moods


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Why Were Emotions Ignored in OB?

Why Emotions and Moods were not given value in OB in Past? 1 Myth of Rationality: Emotions are not good for organization- Emotions are irrational - Scientific management school of thought interested in creating emotion free organizations

2 Emotions are disruptive and disturb work environment and productivity

Focus on negative emotions hence view it as destructive or unable to enhance performance

Note: Whether emotions are positive or negative they affect work place behavior hence no OB study is complete without understanding emotions and moods


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What are Emotions and Moods?

- Affect: Broad range of feelings that people experienceIt covers both emotions and moods

- Emotions:Intense feelings that are directed at someone or something

- Moods:Less intense feelings that often lack contextual stimulus


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What are Emotions and Moods?

AffectDefines as a broad range of feelings that people Experience. Affect can be experienced in form moods and emotions

Emotions- Caused by specific event- Very brief in duration (in seconds or minutes)- Specific and numerous in nature (fear, anger, sadness, happiness, disgust, surprise)- Accompanied by distinct facial expression- Action oriented (behavior) in nature

Moods- Cause is often general and unclear- Last longer than emotions (days)- More general (two dimensions positive affect and negative affect- Generally not indicated by

expressions- Cognitive in nature


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The Basic Emotions- Emotions can turn into mood

- In mood lose focus and orientation to event or subject that caused feelings

- Mood can also spark emotions

- Deep emotions can turn into mood

– Example: Finding a dream job, you are happy and may be in good mood for a month or so

- Emotions may not necessarily be easily represented on face all time like Love

- Emotions is not always experience as how we show (Cultural differences)


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The Basic EmotionsNo consensus and types of emotions. However, most common emotions are:

1. Anger2. Enthusiasm3. Fear4. Frustration5. Disappointment6. Disgust7. Happiness8. Hate9. Hope10.Jealousy11.Surprise– Sadness

Some researcher place six emotions along a continuum – Happiness – surprise – fear – sadness – anger - disgust


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Aspects of EmotionsBiology of Emotions- All emotions are originated in brain's limbic system- Inactive limbic system generate feeling of positive emotions- When limbic system heat up it generates negative emotions

(anger and guilt)- Through limbic system we interpret events - Women generally more active limbic system

Intensity- Different response to similar emotions provoking events

(personality or job requirements)- Example: Pilot, Surgeon, Lawyer


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Aspects of EmotionsFrequency and Duration- Employee can meet the emotional demands of job depends

on its frequency and duration

Do Emotions Make us Irrational?- In general it is said that when you are emotional you are

irrational- It is advised not to express emotions - Research supports that emotional and rational thinking are

interconnected

What Functions Do Emotions Serve?- Emotions serve purpose : Anger to protect right, Empathy help

to serve customer in better way- Not all researchers agree on this


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Mood as Positive and Negative Affect- Emotions can be positive or negative but can never be neutral it is state of non emotional- Grouping emotions into positive and negative category result

into mood states in this way look them in more general way instead on isolating

- Positive Affect (Mood): A mood dimension consisting of specific positive emotions like excitement, elated and happy at the high end and boredom, sluggishness and tiredness at low end

- Negative Affect (Mood): A mood dimension consisting of nervousness, stress, and anxiety at the high end and

relaxation, tranquility and poise at low end See Exhibit 8-2

- Negative emotions are recalled more frequently, as people tend to remember events that created negative emotions.

- Positive offset: People in mildly positive mood when nothing particular is going on


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Sources of Emotion and MoodPersonality- Trait component, built in tendencies to show certain

emotions- More sensitive people are high on affect intensity (Emotional)- Example: Halt Bonus for some reason by supervisor how

will react emotionally stable and unstable worker

Day of the Week and Time- Morning and Evening (generally positive mood mid noon- Think of telling bad news or get favor

Weather- Illusory Correlation (associating two events when there is

no apparent connection- What is your mood on rainy day Robbins and Judge (2008): Organizational Behavior, Pearson, Prentice Hall

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Sources of Emotion and MoodSocial Activities- Party with friends, dinner, and outdoor activities affect mood

positively - Long life associate with social activities (Research `Evidence)

Stress- Stress negatively affect mood and emotions- Low level of stress for long time cause negative affect on

mood

Sleep- Less sleep put in bad mood and more negative emotions

anxiety, fear, fatigueExercise - Bring positive mood, good for depressed people


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Sources of Emotion and MoodAge- Research says older people feel positive moods more and

bad moods faded quickly

Gender- Women are more emotional- Upbringing of male (more social activities)

External Constraints on Emotions

Organizational Influences- In some organizations and jobs it is required to be more

friendly and warm always with smiling face- Difference in management hierarchy (upper management

can express negative emotions like anger to lower staff)- It is good to show emotions on company success

celebrating events- Otherwise organizations want emotion free environment


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Sources of Emotion and MoodCultural Influences- How people experience emotions vary across culture- Chinese and Americans are not same in experiencing emotions - Negative and Positive emotions are interpreted in similar

way across cultures- But degree of acceptance varies (American view pride as

positive emotion and in Asian culture seen as undesirable - Norms for expression of emotions differ across cultures- Greater understanding of emotions people with in same

culture- Manager need to understand emotions and its context in

different culture in order to work effectively with their business partners or colleagues from different cultural

background. When to express emotions, what meaning is associated to the expression. Example: Smiling during negotiation, What do you think?


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Emotional Labor

“Emotional labor is an employee expression of organizationally desired emotions during interpersonal transaction at work” - The concept emerged from service industry but in reality applicable on every job

Emotional Dissonance- Challenge when employees have to project one emotions

while simultaneously feeling others- Lead to emotional exhaustion and burn out

Felt vs Displayed Emotions- Felt: Actual emotions- Displayed: Organization requires worker to show or appropriate for given job


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Emotional Labor- Think about Events: Pretend to be happy on marriage or celebrating occasions

- Effective managers need to display seriousness when to give negative evaluation and pass over for promotion instead of anger

- Customer representative have to smile

- Effective employee display emotions contrary to actual emotions based on role and job requirements

Surface Acting- Hiding inner feelings in response to desired emotions at work placeDeep Acting: Try to modify inner feelings based on role and job requirement


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Emotional Labor

Cultural Differences: Smiling at customer good in American culture but not in all countries (may be interpreted as non serious)

- French feel less emotional dissonance. They usually display their true feelings on job

- What about gender? Women to show more positive feelings


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Affective Event Theory

How our moods and emotions influence our job performance, AET has answer to this link

Emotions are response to an event in work place

Work Environment-Job characteristics-Job demands-Requirements for emotionallabor

Work EventsDaily Hassles (conflictingInstructions from managers, Colleague refuse to share workTime pressureDaily Uplift (meeting target, Getting support, recognition)

Emotional ReactionsPositiveNegative

Personal DispositionsPersonality Mood Job

satisfaction

Job performance

Intention to quit

Workplace deviance


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Affective Event Theory

Implications- An emotional episode is actually a series of emotional experiences precipitated by single event- Current and past emotions influence job satisfaction at any given time- Moods and emotions fluctuates hence their affect on performance- Emotion driven behavior are in short duration - Incompatibility emotions-behavior lead to poor performance- Manage should not ignore emotions and events that trigger them because they accumulate


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Emotional Intelligence

Emotional intelligence is one's ability to understand and manage emotional cues and information

EI is composed of five dimensions 1 Self awareness2 Self management3 Self motivation4 Empathy5 Social skills

Case for EIIntuitive appeal (it is really good), Predict performance Case Against EIToo vague concept, Can not be measured, Validity is not proven


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OB Applications of Emotions and Mood

Selection Job Attitudes

Decision Making Deviant Workplace behavior

Creativity

Motivation Manager Influence

Leadership

Interpersonal Conflict

Negotiation


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ImplicationsMoods are more general and less contextual

Effective manager know emotions and moods that improve their ability to affect behavior and performance of colleagues and subordinates

Negative emotions hinder job performance

Positive moods and emotions enhance work performance

Managers must not unnecessarily force employees to display positive emotions and suppress negative emotions all the time

Manager must not ignore emotions and moods of employees

Manager with greater understanding of emotions can influence and predict behavior of employeesRobbins and Judge (2008): Organizational Behavior, Pearson, Prentice Hall

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Managerial Implications

Moods are more general than emotions and less contextualEmotions and moods impact all areas of OBManagers cannot and should not attempt to completely control the emotions of their employeesManagers must not ignore the emotions of their co-workers and employeesBehavior predictions will be less accurate if emotions are not taken into account

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Discussion Question 1: What is difference between emotions and moods?

Discussion Question 2: Why it is important to study emotions and moods in OB?

Discussion Question 3: How positive and negative emotions and moods affect job performance and other job attitudes?

Discussion Question 4: What is EI?

Discussion Questions

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Summary- Emotions and Moods

- Sources of Emotions and Moods

- External constraints on Emotions

- Impact of emotional labor on employees

- Affective Events Theory

- Emotional Intelligence

- OB Issues and Emotions

- OB Issues and Moods

1 Organizational Behavior Robbins & Judge Chapter 8: Emotions and Moods.

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