Workplace Emotions

1
Chapter 4

• Workplace Emotions
• and Attitudes

2
Chapter Outline

• Emotions in the Workplace
• Managing Emotions at Work
• Job Satisfaction
• Organizational Commitment
• Psychological Contracts

3
Emotions in the Workplace

• Emotions psychological and
• physiological episodes
• Affect organizations performance
• Customer loyalty
• Employee well-being

4
Emotions in the Workplace

• Attitudes
• Judgments
• Involve logical reasoning
• More stable over time

• Emotions
• Experiences
• We sense emotions
• Experienced briefly

5
Emotions in the Workplace

• Emotions are partly determined by an
• individuals personality, not just workplace
• experiences
• Positive Affectivity
• Outgoing, talkative, sociable, assertive
• Negative Affectivity
• Distressed, unhappy

6
Managing Emotions at Work

• Emotional Labor the effort, planning,
• control needed to express organizationally
• desired emotions
• Frequent long duration of voice or face-to-face
  contact
• Variety of emotions
• Intense emotions

7
Managing Emotions at Work

• Display Rules norms requiring employees
• to display certain emotions withhold others
• Influenced by
• Power personal relationship of person receiving
  the service
• Cultural differences

8
Managing Emotions at Work

• Emotional Dissonance conflict between
• required true emotions
• Stressful with surface acting
• Less stressful with deep acting

9
Managing Emotions at Work

• Emotional Intelligence (EQ)
• Ability to perceive, understand,
• and regulate emotions in
• ourselves and in others.
• Physicians have above average IQ (120), but below
  average EQ (90)

10
Managing Emotions at Work Emotional Intelligence
Relationship Management
Managing other peoples emotions
Highest
Social Awareness
Understanding sensitivity to the feelings,
thoughts, situation of others
Self-management
Controlling or redirecting our internal states,
impulses, resources
Self-awareness
Understanding your own emotions, strengths,
weaknesses, values, motives
Lowest
11
Managing Emotions at Work

• Improving Emotional Intelligence
• Related to extroversion, conscientiousness,
  agreeableness, emotional stability, low
  neuroticism
• Can be learned to some extent
• Increase with age
• Requires coaching, practice, feedback

12
Job Satisfaction
Job Satisfaction

• Person's evaluation of his/her job work context
• Collection of attitudes about specific facets of
  job

13
Job SatisfactionResponses to Dissatisfaction
Exit

• Leaving the situation
• Quitting, transferring

Voice

• Changing the situation
• Problem solving, complaining

Loyalty

• Patiently waiting for situation
• to improve

Neglect

• Reducing work effort/quality
• Increasing absenteeism

14
Job Satisfaction
Company Practices
Employee-Customer-Profit Chain
15
Organizational Commitment

• Affective Commitment
• Emotional attachment to organization
• Loyalty toward co-workers, customers, etc..
• Continuance Commitment
• Calculative bond, not an emotional attachment
• Belief that staying serves your personal interest

16
Organizational Commitment

• Consequences of Affective Commitment
• Lower turnover lower absenteeism
• Higher customer satisfaction
• Higher work motivation
• Higher incidence of OCB
• May result in conformity
• May result in less creativity unethical
  behavior

17
Organizational Commitment

• Golden Handcuffs
• Deferred bonuses, stock options, low-cost loans,
  etc.
• Increase continuance commitment not affective
  commitment
• Consequences of Continuance Commitment
• Lower performance, less OCB
• More formal grievances

18
Organizational Commitment

• Increasing Commitment
• Provide justice and support
• Create shared values
• Support organizational comprehension
• Allow employee involvement
• Build trust

19
Psychological Contracts
Transactional Contracts
Relational Contracts