Essentials of Organizational Behavior, 10/e

Stephen P. Robbins & Timothy A. Judge

Chapter 7

Emotions and Moods

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After studying this chapter, you should be able to:

1. 2. 3. 4. 5. 6. Differentiate emotions from moods and list the basic emotions and moods. Identify the sources of emotions and moods. Discuss the impact emotional labor has on employees. Contrast the evidence for and against the existence of emotional intelligence. Apply the concepts of emotions and moods OB issues. Contrast the experience, interpretation, and the expression of emotions across cultures.
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Why Were Emotions Excluded from OB Study?

Myth of rationality emotions were the antithesis of rationality and should not be seen in the workplace Belief that emotions of any kind are disruptive in the workplace
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Emotional Terminology
Affect
A generic term that encompasses a broad range of feelings that people experience

Emotion
Intense feelings that are directed at someone or something Short termed and action-oriented.

Mood
Feelings that tend to be less intense and longer-lasting than emotions and often lack a contextual stimulus
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Affect, Emotions, and Moods

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The Spectrum of Basic Emotions

Happiness Surprise Fear

Sadness

Anger

Disgust

Classifying Moods: Positive and Negative Affect

Mood States: General groupings of affective emotions

Positivity Offset: Generally, at zero input, people are in a positive mood
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The Functions of Emotions

Emotions and Rationality
Emotions are critical to rational thought: they help in understanding the world around us.

Evolutionary Psychology
Theory that emotions serve an evolutionary purpose: helps in survival of the gene pool The theory is not universally accepted
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Sources of Emotions and Moods

Day of Week and Time of Day
More positive interactions will likely occur mid-day and later in the week

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More Sources
Weather
No impact according to research

Stress
Increased stress worsens moods

Social Activities
Physical, informal, and epicurean activities increase positive mood

Sleep
Lack of sleep increases negative emotions and impairs decision making
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Even More Sources

Exercise
Mildly enhances positive mood

Age
Older people experience negative emotions less frequently

Gender
Women show greater emotional expression, experience emotions more intensely and display more frequent expressions of emotions Could be due to socialization
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Emotional Labor
An employees expression of organizationally desired emotions during interpersonal transactions at work
Emotional dissonance is when an employee has to project one emotion while simultaneously feeling another
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Felt vs. Displayed Emotions

Felt Emotions:
the individuals actual emotions

Displayed Emotions:
the learned emotions that the organization requires workers to show and considers appropriate in a given job Surface Acting is hiding ones true emotions Deep Acting is trying to change ones feelings based on display rules
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Emotional Intelligence
A persons ability to:
Be self-aware (to recognize his or her own emotions as experienced), Detect emotions in others, and Manage emotional cues and information.

Moderately associated with high job performance

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Emotional Intelligence on Trial

The case for: Intuitive appeal it makes sense EI predicts criteria that matter positively correlated to high job performance Study suggests that EI is neurologically based The case against: EI is too vague a concept EI cant be measured EI is so closely related to intelligence and personality that it is not unique when those factors are controlled
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OB Applications of Emotions and Moods

Selection Employers should consider EI a factor in hiring for jobs that demand a high degree of social interaction Decision Making Positive emotions can increase problem-solving skills and help us understand and analyze new information

Creativity Positive moods and feedback may increase creativity

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More OB Applications of Emotions and Moods

Motivation Promoting positive moods may give a more motivated workforce Leadership Emotions help convey messages more effectively Negotiation Emotions may impair negotiator performance Customer Service Customers catch emotions from employees, called emotional

contagion

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Even More OB Applications of Emotions and Moods

Job Attitudes Emotions at work get carried home but rarely carry over to the next day

Deviant Workplace Behaviors Those who feel negative emotions are more likely to engage in deviant behavior at work
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How Can Managers Influence Moods?

Use humor to lighten the moment Give small tokens of appreciation Stay in a good mood themselves lead by example Higher positive people
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Global Implications
Does the degree to which people experience emotions vary across cultures?
Do peoples interpretations of emotions vary across cultures? Do the norms for are the expressions of emotions differ across cultures?

YES to all of the above!

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Implications for Managers

Understand the role of emotions and moods to better explain and predict behavior

Emotions and moods do affect workplace performance

While managing emotions may be possible, absolute control of worker emotions is not
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Keep in Mind
Positive emotions can increase problem-

solving skills

People with high EI may be more

effective in their jobs

Managers need to know the emotional

norms for each culture they do business with

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Summary
1. 2. 3. 4. 5. 6. Differentiated emotions from moods and listed the basic emotions and moods. Identified the sources of emotions and moods. Discussed the impact emotional labor has on employees. Contrasted the evidence for and against the existence of emotional intelligence. Applied the concepts of emotions and moods OB issues. Contrasted the experience, interpretation, and the expression of emotions across cultures.
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Copyright 2010 Pearson Education, Inc. Publishing as Prentice Hall

All rights reserved. No part of this publication may be reproduced, stored in a retrieval system, or transmitted, in any form or by any means, electronic, mechanical, photocopying, recording, or otherwise, without the prior written permission of the publisher. Printed in the United States of America.

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