Ch 4 Stress Management and Emotions

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All Rights ReservedUnderstanding Organizational Behaviour© Oxford University Press Malaysia, 2009 Ch4: 1All Rights ReservedUnderstanding Organizational Behaviour© Oxford University Press Malaysia, 2009




Emotions and Stress

CHAPTER

4




Learning Objectives

In this chapter, you will:

Understand what emotions are.

Understand what emotional labour is.

Explain the emotional dimensions.

Learn about gender and emotions.

Learn about stress.

Understand stress and its consequences.

Learn how to manage stress.




4.1 What are Emotions?

People tend to mix the word of emotion withaffect and moods.

Intercross with affect and moods.

Moods and emotions are under the categoryof affect.

Different from affect, emotion is an intensefeeling that is directed to someone or

something. Lastly, moods are feelings that tend to be

less intense than emotions which lack acontextual stimulus.




4.2 Emotional Labour

Ability to feel different emotions at the sametime makes us a unique creature.

Emotional labour is usually described as asituation in which an employee expressesemotions which are relevant to organizationalcontext during their interpersonal transactions.

Employees must be able to analyse their jobdescription to ensure that the emotionsportrayed are suitable according to their jobrequirement.




4.3 Felt vs. Displayed

Emotions Felt emotions are the kind of emotions which

we truly feel.

Displayed emotions are the type of emotionsthat we must show according to job requirementand company policy.

For example, while handling a customer at the

front office:

You must have a happy and smiley face.

Your tone of voice must be softer than customer.




4.4 Dimensions of Emotions

Variety

Intensity

Frequency and duration




4.4.1 Variety

Example: anger, sadness, joy, hate, pride andothers.

Since there are many types of emotions,researchers have classified it into twocategories:

Positive emotions

Negative emotions.




4.4.2 Intensity

Different people will also portray different

levels of emotions.

Depends on situations.




4.4.3 Frequency and Duration

Emotions will last according to one¶s

feeling about something.




4.5 Gender and Emotions

People always associate women of being moreemotional than men.

Modern psychological researches indicate thatmen and women possess different skills relatedto the sending and receiving of emotions.

Women tend to express emotion through facial

expression and interpersonal communication. Men generally express emotion through actions,

such as engaging in aggressive, dangerous or distracting behaviour.



All Rights ReservedUnderstanding Organizational Behaviour© Oxford University Press Malaysia, 2009 Ch4: 12

All Rights ReservedUnderstanding Organizational Behaviour© Oxford University Press Malaysia, 2009

4.6 External Constraints on

Emotions Different jobs require different types of

emotional labour.

Organization and culture will have their

own influences towards emotions.





4.6.1 Organizational Influences

Although the organization does not have a

documented file in explaining types of

emotion that the future employees aresuppose to have, but they will be matched

according to the nature of the job.

Cultures also have its own influences

towards emotion.





4.7 OB Application

OB application:

Ability and selection

Decision making Motivation

Leadership

Interpersonal conflict

Deviant workplace behaviours





4.7.1 Ability and Selection

Employee can become more effective

once they are able to understand their

own emotions as well as others. At the workplace, employees are

encouraged to cope with all the

pressure and demands.

This ability is referred to as emotional

intelligence.





Emotional Intelligence

Emotional intelligence is identified as an

assortment of cognitive skills, capabilities

and competencies that influence a person¶sability to succeed in coping with the

pressure and demand which are derived

from the workplace.





4.7.2 Decision Making

People tend to make different decisions whenthey are in different emotions.

No doubt, negative emotions can lead to lesseffective decision whereas positive emotionstend to make us more rational in making anydecision.





4.7.3 Motivation

Overall motivation theories conclude that we

tend to be highly motivated when we are

determined towards achieving something.





4.7.4 Leadership

One is referred to as a leader when there are

followers.

Effective leaders must be able to demonstrate

their ability in understanding the followers¶

needs.

Although others might think that they actuallymade a mistake, the followers will think

differently.





4.7.5 Interpersonal Conflict

Issues of conflict and emotions are always

intertwined.

In many situations, when the conflict arises

between two parties, it will involve different

kinds of emotions and sometimes it will also

involve many emotions at one time.





4.7.6 Workplace Issues in

Relation to Emotions

Deviant workplace behaviours

Sexual harassment

Intentionally working slowly

Sabotage

More aggressive

Involve with theft

Blaming co-workers





4.8 What is Stress?

Stress is an imprecise term.

Usually this term is defined in terms of the

internal and external conditions that are able tocreate a stressful environment.

Symptoms that an individual is facing.

Stress can be defined as a psychological andphysical reaction to prolonged internal and/or environmental conditions which are more thanthe individual¶s adaptive capabilities.





4.9 Understanding Stress

and Its Consequences

Since stress is the reaction of individuals to a

new or threatening factor in their working

environment, it has certain impact on theindividuals.

Personal life perspective

Health perspective

Organizational perspective





4.10 Potential Sources of

Stress

The environment factors

The organization factors

Relationship among colleagues Own characteristics

Individual differences

Perception

Job experience

Social support





4.11 Consequences of Stress

Physiological symptoms

Psychological symptoms Behavioural symptoms





4.12 Nature of Stress

Stressors are additive.

Environmental influence it:

Long-term effect

Short-term effect.





4.13 Stress Moderators

Stress moderators Examples

Perception When a company announces to use voluntary

separation scheme to reduce the number of

employees, A

hmad sees it as an opportunity for him tostart a business after receiving huge amount of money,

but Muthu sees it as a threat of being laid off. Muthu

now is in a stressful situation whereas Ahmad already

starts to fill up the VSS forms.

Job experience Ali and Ah Thong have been with Company A for 20

years, now Ali has learned all the techniques to copewith stress because he personally knows almost all the

other employees. On the other hand, Ah Thong, after

20 years starts to feel bored and unmotivated to be in

the office.





Stress moderators Examples

Social support Although Nancy is an American and had just arrived 2

days ago in Malaysia, she does not feel lonely and

isolated because her Malaysian co-workers are friendly

towards her.Belief in locus of

control

Ali is an external locus of control believer. He also

thinks life is a result of what is meant to be to him and

he has no control over his life. As a result, he feels so

stressed.

Self-efficacy Siti is a person who values her life every day. She sees

her problem from the positive side and always thinks

well about her life.

Hostility Shah always feels uncertain about his life. This makes

him angry easily. As a result, it increases his stress

level.

4.13 Stress Moderators (cont.)



All Rights ReservedUnderstanding Organizational Behaviour

© Oxford University Press Malaysia, 2009 Ch4: 29


© Oxford University Press Malaysia, 2009

4.14 Managing Stress

Individual perspective

Organizational perspective







4.14.1 Individual Perspective

Strategies Examples

Time managing techniques Making to-do list

Prioritizing daily activities

Scheduling

Highlighting your personal time ability

Increase physical exercise Jogging

Sports

Relaxation Detach from the work for a while

Social support network Make more friends

Mingle with more people







4.15 Review Questions

1. What are emotions?

2. What is your understanding of emotional labour?

3. How would you explain the emotionaldimensions?

4. What is the relationship between gender andemotions?

5. Can you explain stress?6. Explain stress and its consequences.

7. How do you manage stress?

Ch 4 Stress Management and Emotions

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