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• 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
Copyright ©2010 Pearson Education, Inc. Publishing as Prentice Hall 7-2
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
Copyright ©2010 Pearson Education, Inc. Publishing as Prentice Hall 7-3
Affect, Emotions, and Moods
• Intensity of Emotions
Personality
Job requirements
• Functions of Emotions
Critical for rational thinking
Motivate people
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
Copyright ©2010 Pearson Education, Inc. Publishing as Prentice Hall 7-10
Emotional Labor
An employee’s 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
• Displayed Emotions:
the learned emotions that the organization requires
workers to show and considers appropriate in a given
job
Surface Acting is hiding one’s true emotions
Deep Acting is trying to change one’s feelings based
on display rules
• Perception
• Decision-making