Processes of emotion in the workplace
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Processes of emotion in the workplace
Chapter 11
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Emotion in the Workplace Part of the job-Hot emotion vs. cool logic Bounded rationality-decisions limited by
cognitive and situational factors (Learning Organizations)
Emotion (affective content) = A mental state that arises spontaneously rather than through conscious effort and is often accompanied by physiological changes; a feeling: the emotions of joy, sorrow, reverence, hate, and love.
Bounded emotionality-emotional quotient
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Emotional Labor Emotional labor: jobs in which workers are
expected to display certain feelings to satisfy organizational role expectations (Hochschild)
Genuine (deep acting) vs. Managed emotion (surface acting)-Emotional Dissonance
EXAMPLES???? Research (p. 200)
– Front-line service workers-EL is way to increase profits
– Emotion should be controlled-Mask your bad day w/ smile!
– QUESTION? What a/b spontaneous expressions of genuine emotions?
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Emotion in the Workplace Work relationships create the potential for intense
emotion in organizations (such as anger, frustration, elation, excitement, boredom)– Tension between public and private in work
relationships• Friend becomes boss
– Relational networks and emotional “buzzing”• Moods & attitudes spread
– Conflicting allegiances• Personal vs. organizational
– Emotional rights and obligations at work• Disruption of moral expectations
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Emotional Display Rules(p. 204)
Express in a professional manner Express to improve situations Express to the right people Express to help individuals Don’t manage for personal benefit to the
detriment of others Expression of certain emotions is
always inappropriate
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Emotional IntelligenceEQ
Emotions dynamically affect our thoughts, behaviors, decisions, and communication
Skill (IP Competencies) in effectively appraising, understanding, regulating, expressing, & managing emotions in oneself & others
Use of feelings/attitude to motivate, plan, & achieve in one’s life
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Emotional IntelligenceEQ
Ability to know what you’re feeling, manage your moods, optimistically function even while faced w/ challenges, & restrain negative feelings
Self awareness, self control, & situational awareness
Skill that can be developed through training
Critique-”marketable product” that masks authentic feelings
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Stress Aspects of environment (stressors)
that create strain (BO) which can lead to negative psychological, physiological, and organizational outcomes
Roots in physical arousal back to stone age (flight or fight)
Only recently (last 30 years) human stress connected to health factors
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Stress (cont.) 70-80% of all disease and illness is stress
related The tension or force placed on an object to
bend or break it (physics) Absence of inner peace (Eastern) A loss of control (Western) Any change experienced by an individual
(King) A state of anxiety produced when events and
responsibilities exceed one’s coping abilities (Lazurus – psychological)
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Stress (cont.) The rate of wear and tear on the body
(physiology) The nonspecific response of the body to any
demand placed upon it to adapt, whether that demand produces pleasure or pain (Selye)
The inability to cope with a perceived (real or imagined) threat to one’s mental, physical, emotional, and spiritual well being which results in a series of physiological responses and adaptations (holistic)
Stress is not the event but the reaction to the event
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Burnout (BO) Chronic condition Wearing out from pressures at work
– Emotional exhaustion– Lack of personal accomplishment– De-personalization
Workplace stressors– Workload– Role conflict– Role ambiguity– Stressors outside of workplace
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Burnout (BO) Individual predisposition to BO
– Stress Inventories (class homepage/links)– Type A– Hardiness– Internal locus of control
Outcomes of BO on satisfaction, commitment, loyalty, productivity– Physiological– Attitudinal– Behavioral
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Work-Life Balance Defined
– Coexisting success and enjoyment in both one’s personal and professional life
– Development, implementation, and facilitation of programs, practices and initiatives that enable employees to balance their work and personal lives
– How you juggle the demands of your job and of your personal commitments and how they affect one another
– Achievement and enjoyment in private and personal life
Time Squeeze- the idea that individuals will try to squeeze more than 24 hours out of a day, or more than the available waking hours out of the day to accomplish extra tasks (Schor).
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Work-Life Imbalance: What’s Out of Whack?
Life– Peer pressure, Spousal pressure, Family
pressure, Associate pressure, Major Life Events Work
– Rituals & ceremonies– Boss– High performance & expectations– Peers– Others
EFFECTS– Burnout– Stress/strain– Turnover/unsatisfied workers/lower production
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Communication & BurnOut Communication interactions
– Communication load– Role conflict & ambiguity– Communication networks
“Emotional labor” & communication– Degree of emotional content– Workers are expected to display certain faces to
satisfy org. roles & expectations– Workers at risk
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Communication & BurnOut “Emotional labor” & communication
– FR of emotional displays– Attentiveness to required display rules– Variety of expressed emotions– Emotional dissonance
Empathy, communication, and BO– Human service workers– Empathy
• Emotional contagion-feeling w/ another• Empathic concern-feeling for another
Communicative responsiveness w/ Empathic Concern experiences less BO and more commitment (detached concern)
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Techniques for dealing w/ org. stress
Problem-focused coping- dealing directly with the causes of burnout
Appraisal-focused coping- changing the way one thinks about the stressful situation
Emotional-focused coping- dealing with the negative outcomes of burnout
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Techniques cont. Coping using Participation in Decision Making
– Reduces the workplace stressors of role conflict and role ambiguity
– Employees feel more valued Functions of social support
– Emotional support– Informational support– Instrumental support
Sources of support– Supervisors– Co-workers (peers)– Family and friends