Essentials of Organizational Behavior: Fourteenth Edition

ESSENTIALS OF ORGANIZATIONAL BEHAVIOR
Fourteenth Edition
Chapter 4
Emotions and Moods
Copyright
Copyright
© 2018,
© 2018,
2016,2016,
20142014
Pearson
Pearson
Education,
Education,
Inc. All
Inc.Rights
All Rights
Reserved.
Reserved.
AFTER STUDYING THIS CHAPTER
YOU SHOULD BE ABLE TO
1. Differentiate between emotions and moods.
2. Identify the sources of emotions and moods.
3. Show the impact emotional labor has on
employees.
4. Describe affective events theory.
5. Describe emotional intelligence.
6. Identify strategies for emotion regulation.
7. Apply concepts about emotions and moods to
specific OB issues.
Copyright © 2018, 2016, 2014 Pearson Education, Inc. All Rights Reserved.
AFFECT, EMOTIONS, AND
MOODS
THE BASIC EMOTIONS
 Six universal emotions
1. Anger
2. Fear
3. Sadness
4. Happiness
5. Disgust
6. Surprise
MORAL EMOTIONS
 Emotions that have moral implications
because of our instant judgment of the
situation that evokes them
 Moral disgust
THE BASIC MOODS:
POSITIVE AND NEGATIVE AFFECT
 Positive affect: a mood dimension consisting
of positive emotions such as excitement,
enthusiasm, and elation at the high end (high
positive affect) and boredom, depression,
and fatigue at the low end (low positive
affect)
 Negative affect: a mood dimension
consisting of nervousness, stress, and anxiety
at the high end (high negative affect) and
contentedness, calmness, and serenity at the
low end (low negative affect)
THE AFFECT CIRCUMPLEX
EXPERIENCING MOODS AND EMOTIONS
 Positive moods are somewhat more

common than negative moods
 Positivity
offset: at zero input, most people
experience a mildly positive mood
THE FUNCTION OF
EMOTIONS AND MOODS
 Emotions and Rationality
 Emotionsare critical to rational thought: they
help us understand the world around us
 Emotions and Ethics
 New research suggests that ethical behavior
may be based to some degree on emotions and
feelings
SOURCES OF EMOTIONS AND
MOODS (1 OF 2)
 Personality
 Some people experience certain moods and
emotions more frequently than others
 Affect intensity: experiencing the same
emotions with different intensities
 Time of day
 People vary in their moods by time of day
 Day of the week
 People
tend to be in their best mood on the
weekend
SOURCES OF EMOTIONS AND
MOODS (2 OF 2)
Time-of-Day Effects on Moods of U.S. Adults as Rated from Twitter Postings
MORE SOURCES
 Weather
 Illusory correlation
 No impact according to research
 Stress
 Increased stress worsens moods
 Sleep
 Lack
of sleep increases negative emotions and
impairs decision making
EVEN MORE SOURCES
 Exercise
 Mildly enhances positive mood
 Age
 Olderpeople experience negative emotions less
frequently
 Sex
 Women show greater emotional expression,
experience emotions more intensely, and display
more frequent expressions of emotions
 Could be due to socialization
EMOTIONAL LABOR
 Emotional labor: an employee’s expression

of organizationally desired emotions during
interpersonal transactions at work
 Emotional dissonance: when an employee

has to project one emotion while
simultaneously feeling another
FELT VS. DISPLAYED EMOTIONS
 Felt Emotions:
 The individual’s actual emotions
 Displayed Emotions:
 The learned emotions that the organization
requires workers to show and considers
appropriate in a given job
 Surface Acting - hiding one’s true emotions
 Deep Acting - trying to change one’s feelings
based on display rules
AFFECTIVE EVENTS THEORY
 How do emotions and moods influence job
performance and satisfaction?
 Affective events theory (AET): employees

react emotionally to things that happen to
them at work, and this reaction influences
their job performance and satisfaction
EMOTIONAL INTELLIGENCE
 The ability to monitor one's own and other people's
emotions
 To discriminate between different emotions and
label them appropriately
 To use emotional information to guide thinking and
behavior
 Reflects abilities to join intelligence, empathy and
emotions to enhance thought and understanding of
interpersonal dynamics
 Substantial disagreement exists regarding the
definition of EI, with respect to both terminology
and operations.
EMOTIONAL INTELLIGENCE (1 OF 2)
 Emotional intelligence: a person’s ability to:
 Perceive emotions in the self and others
 Understand the meaning of these emotions
 Regulate one’s emotions in a cascading model
EMOTIONAL INTELLIGENCE (2 OF 2)
A Cascading Model of Emotional Intelligence
EMOTIONAL INTELLIGENCE ON TRIAL
The case for: The case against:
 Intuitive appeal – it  EI is too vague a
makes sense concept
 EI predicts criteria that  EI can’t be measured
matter –positively  EI is so closely related
correlated to high job to intelligence and
performance personality that it is
not unique when those
 Study suggests that EI is
factors are controlled
neurologically based
EMOTION REGULATION
 Emotion regulation: identifying and
modifying the emotions you feel
 Effective emotion regulation techniques

include:
 Acknowledging emotional responses to situations
 Venting
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
MORE OB APPLICATIONS OF
EMOTIONS AND MOODS
 Motivation – Promoting positive moods may
give a more motivated workforce
 Leadership – Emotions help convey messages
more effectively
 Customer Service – Customers “catch”
emotions from employees, called emotional
contagion
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
 Safety and Injury at Work – Bad moods can
contribute to injuries on the job
IMPLICATIONS FOR MANAGERS
 Recognize that emotions are a natural part of
the workplace and good management does not
mean creating an emotion-free environment
 To foster creative decision making, creativity,
and motivation in employees, model positive
emotions and moods as much as is authentically
possible
 Provide positive feedback to increase the
positivity of employees. Of course, it also helps
to hire people who are predisposed to positive
moods.
 Does this advance the objectives of the
organization?
IMPLICATIONS FOR MANAGERS
 In the service sector, encourage positive
displays of emotion, which make customers
feel more positive and thus improve
customer service interactions and
negotiations
 Understand the role of emotions and
moods to significantly improve your ability
to explain and predict your coworkers’ and
employees’ behavior
PRACTICAL EXERCISE #1
1. Separate into teams of men and women and

discuss this situation:
2. Your female employee has told you that her

marriage is falling apart and her 17 year old
daughter is pregnant.
3. How will Emotional Intelligence help you

manage this situation.
4. How different are the responses from the

women’s teams from the men’s teams
PRACTICAL EXERCISE #2
As a manager, you need all eight employees to show up on time
for their shift – otherwise, serious production problems will
occur almost immediately
Employee #1 shows up an hour and 15 minutes late. His excuse

is that he had too much to drink at a party last night and slept
through his alarm clock;
Employee #2 show up for work an hour and a half late. She

explained that her day care provider called her 15 minutes
before she was to drop off her two children and said that she
has come down with the chicken pox and cannot care for the
children for the rest of the week.
What is the best way to handle these two cases?


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ESSENTIALS OF ORGANIZATIONAL BEHAVIOR

 Positive moods are somewhat more

Time-of-Day Effects on Moods of U.S. Adults as Rated from Twitter Postings

 Emotional labor: an employee’s expression

 Emotional dissonance: when an employee

 Affective events theory (AET): employees

 Emotional intelligence: a person’s ability to:

 Perceive emotions in the self and others

 Understand the meaning of these emotions

 Regulate one’s emotions in a cascading model

A Cascading Model of Emotional Intelligence

 Effective emotion regulation techniques

 Decision Making – Positive emotions can

 Creativity – Positive moods and feedback

1. Separate into teams of men and women and

2. Your female employee has told you that her

3. How will Emotional Intelligence help you

4. How different are the responses from the

Employee #1 shows up an hour and 15 minutes late. His excuse

Employee #2 show up for work an hour and a half late. She

What is the best way to handle these two cases?

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