Robbins & Judge Organizational Behavior...

Copyright © 2012 Dorling Kindersley (India) Pvt. Ltd

Authorized adaptation from the United States edition of Organizational

Behavior, 14e

Organizational Behavior 15th Global Edition

Emotions and Moods

3-0

Robbins and Judge Chapter 4



Behavior, 14e

Why Were Emotions Ignored in OB?

The “Myth of Rationality”

– Emotions were seen as irrational

– A well-run organization didn’t allow employees to express

frustration, fear, anger, love, hate, joy, grief, or similar feelings

thought to be the antithesis of rationality.

– Managers worked to create emotion-free environments

View of Emotionality

– Emotions were believed to be disruptive

– Emotions were thought to interfere with productivity

– Researchers looked at strong negative emotions -especially anger-

that interfered with an employee’s ability to work effectively.

Now we know emotions can’t be separated from the

workplace

4-1



Behavior, 14e

What are Emotions and Moods?

4-2

See E X H I B I T 4-1



Behavior, 14e


Most experts believe emotions are more fleeting than moods.

For example, if someone is rude to you, you’ll feel angry.

That intense feeling probably comes and goes fairly quickly,

maybe even in a matter of seconds. When you’re in a bad

mood, though, you can feel bad for several hours.

4-3



Behavior, 14e


Emotions are reactions to a person (seeing a friend at work

may make you feel glad) or an event (dealing with a rude

client may make you feel frustrated). You show your

emotions when you’re “happy about something, angry at

someone, afraid of something.”

Moods aren’t usually directed at a person or an event.

Example: When a colleague criticizes how you spoke to a

client, you might show emotion (anger) toward a specific

object (your colleague). But as the specific emotion

dissipates, you might just feel generally dispirited. You can’t

attribute this feeling to any single event; you’re just not your

normal self. You might then overreact to other events. This

affect state describes a mood.

4-4



Behavior, 14e


4-5



Behavior, 14e

The Basic Emotions

While not universally accepted, there appear to be six

basic emotions:

1. Anger

2. Fear

3. Sadness

4. Happiness

5. Disgust

6. Surprise

All other emotions are subsumed under these six

May even be placed in a spectrum of emotion:

Happiness – surprise – fear – sadness – anger – disgust

4-6



Behavior, 14e 8-7



Behavior, 14e

Basic Moods: Positive and Negative Affect

Emotions cannot be neutral.

Emotions (“markers”) are grouped into general mood

states.

Mood states affect perception and therefore perceived

reality.

4-8

E X H I B I T 4-2



Behavior, 14e

What Is the Function of Emotion?

4-9

Emotions can aid in our decision-making process.

Many researchers have shown that emotions are

necessary for rational decisions.

Decision Making

Feeling

Thinking



Behavior, 14e

What Is the Function of Emotion?

4-10



Behavior, 14e

Sources of Emotion and Mood

Personality

– affect intensity differs .

Day and Time of the Week

– There is a common pattern for all of us

• Happier in the midpoint of the daily awake period

• Happier toward the end of the week

4-11

See E X H I B I T 4-3 and 4-4 for Emotion Timing



Behavior, 14e


4-12




Behavior, 14e


4-13




Behavior, 14e


Weather

– Many people believe their mood is tied to weather

– Researchers suggest whether has little effect on mood.

Stress

– An impending deadline, the loss of a big sale etc. would negatively affect moods.

– Even low levels of constant stress can worsen moods

Social Activities

– Do you tend to be happiest when out with friends?

– Physical, informal, and dining activities increase positive moods

4-14




Behavior, 14e


4-15




Behavior, 14e

More Sources of Emotion and Mood

Sleep

– Sleep quality does affect mood.

– Poor or reduced sleep impairs decision making and makes it

difficult to control emotions.

Exercise

– Enhances people’s positive mood.

4-16



Behavior, 14e


4-17



Behavior, 14e


Age

– Older folks experience fewer negative emotions

Gender

– Women tend to be more emotionally expressive, feel

emotions more intensely, have longer-lasting moods, and

express emotions more frequently than do men

– Evidence from a study of participants from 37 different

countries found that men consistently report higher levels of

powerful emotions like anger, whereas women report more

powerless emotions like sadness and fear.

4-18



Behavior, 14e

Emotional Labor

An employee’s expression of organizationally desired emotions during interpersonal transactions at work.

4-19

See E X H I B I T 4-5 for Emotional Labor and Pay



Behavior, 14e

Emotional Labor

Emotional Dissonance:

– Employees have to project one emotion while simultaneously feeling another

– Can be very damaging and lead to burnout

Types of Emotions:

– Felt: the individual’s actual emotions

– Displayed: required or appropriate emotions

• Surface Acting: displaying appropriately but not feeling those emotions internally

• Deep Acting: changing internal feelings to match display rules

4-20

See E X H I B I T 4-5 for Emotional Labor and Pay



Behavior, 14e

Emotional Intelligence (EI)

Emotional intelligence (EI) is a person’s ability to

– (1) perceive emotions in the self and others,

– (2) understand the meaning of these emotions, and

– (3) regulate one’s emotions accordingly in a cascading

model

4-21



Behavior, 14e


Example: Diane Marshall is an office manager. Her

awareness of her own and others’ emotions is almost nil.

She’s moody and unable to generate much enthusiasm or

interest in her employees. She doesn’t understand why

employees get upset with her. She often overreacts to

problems and chooses the most ineffectual responses to

emotional situations.

Diane has low emotional intelligence

4-22



Behavior, 14e


EI plays an important role in job performance

According to a study, EI was the key quality that

differentiates the success of American presidents (from

Franklin Roosevelt to Bill Clinton).

One simulation study also showed that students who were

good at identifying and distinguishing among their own

feelings were able to make more profitable investment

decisions.

4-23



Behavior, 14e

OB Applications of Emotions and Moods

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.

Motivation

– Positive mood affects expectations of success; feedback amplifies this effect.

Leadership

– Emotions are important to acceptance of messages from organizational leaders.

4-24



Behavior, 14e


4-25



Behavior, 14e


4-26



Behavior, 14e

More OB Applications of Emotions and Moods

Negotiation

– Emotions, skillfully displayed, can affect negotiations.

Customer Services

– Emotions affect service quality delivered to customers which, in turn, affects customer relationships.

– Emotional Contagion: “catching” emotions from others.

Job Attitudes

– Can carry over to home, but dissipate overnight.

Deviant Workplace Behaviors

– Negative emotions lead to employee deviance (actions that violate norms and threaten the organization).

Manager’s Influence

– Leaders who are in a good mood, use humor, and praise employees increase positive moods in the workplace.

4-27



Behavior, 14e

Global Implications

Do people experience emotions equally?

– No. Culture can determine type, frequency, and depth of

experienced emotions.

Do people interpret emotions the same way?

– Yes. Negative emotions are seen as undesirable and positive

emotions are desirable.

– However, the value of each emotion varies across cultures.

Do norms of emotional expression vary?

– Yes. Some cultures have a bias against emotional

expression; others demand some display of emotion.

– How the emotions are expressed may make interpretation

outside of one’s culture difficult.

4-28

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