Having Fun at WestJetHaving fun is part of the culture at WestJet, including this attempt by CEO Sean Durfy to toss a cupcake up to pilot Gordon Simmons. Generating positive emotions at work is an important way to improve organizational effectiveness.Canadian OB 7e: McShane/Steen 2009 The McGraw-Hill Companies, Inc. All rights reserved*

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Emotions DefinedPsychological, behavioural, and physiological episodes experienced toward an object, person, or event that create a state of readiness.Most emotions occur without our awarenessMoods lower intensity emotions without any specific target source

Attitudes versus EmotionsAttitudesEmotionsJudgments about an attitude objectBased mainly on rational logicUsually stable for days or longerExperiences related to an attitude objectBased on innate and learned responses to environmentUsually experienced for seconds or less

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Traditional Model of AttitudesPurely cognitive approachBeliefs: established perceptions of attitude objectFeelings: calculation of good or bad based on beliefs about the attitude objectBehavioral intentions: motivation to act in response to the attitude objectProblem: Ignores important role of emotions in shaping attitudes

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BehaviourAttitudes: From Beliefs to BehaviourPerceived Environment

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Role of Emotions in AttitudesFeelings influenced by cumulative emotional episodesWe listen in on our emotionsConflict between cognitive and emotional processesEmotions also directly affect behaviour e.g. facial expression

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Generating Positive Emotions at WorkThe emotions-attitudes-behaviour model illustrates that attitudes are shaped by ongoing emotional experiences.Thus, successful companies actively create more positive than negative emotional episodes.

Cognitive DissonanceA state of anxiety that occurs when an individuals beliefs, feelings and behaviours are inconsistent with one anotherMost common when behaviour is:known to othersdone voluntarilycant be undone

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Emotional Labour in NursingNurses such as Suzanne Stringer, a charge nurse at Regina General Hospital, must display a variety of emotions toward different patients. Emotional exhaustion is a real risk in the nursing profession

Emotional Labour DefinedEffort, planning and control needed to express organizationally desired emotions during interpersonal transactions.Emotional labour higher when job requires:frequent and long duration display of emotionsdisplaying a variety of emotionsdisplaying more intense emotions

Emotional Labour Across CulturesDisplaying or hiding emotions varies across culturesMinimal emotional expression and monotonic voice in Korea, Japan, AustriaEncourage emotional expression in Kuwait, Egypt, Spain, Russia

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Emotional Labour ChallengesDifficult to display expected emotions accurately, and to hide true emotionsEmotional dissonanceConflict between true and required emotionsPotentially stressful with surface actingLess stress through deep acting

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Emotional Intelligence DefinedAbility to perceive and express emotion, assimilate emotion in thought, understand and reason with emotion, and regulate emotion in oneself and others

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Social AwarenessSelf-managementPerceiving and understanding the meaning of others emotionsManaging our own emotionsSelf-awarenessperceiving and understanding the meaning of your own emotionsRelationship ManagementManaging other peoples emotionsLowestHighestModel of Emotional Intelligence

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Emotional Intelligence CompetenciesSelf-awarenessSocial awarenessSelf-managementRelationship managementSelf(personal competence)Other(social competence)Recognition of emotionsRegulation of emotions

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Improving Emotional IntelligenceEmotional intelligence is a set of competencies (aptitudes, skills)Can be learned, especially through coachingEI increases with age -- maturity

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Job SatisfactionA person's evaluation of his or her job and work contextA collection of attitudes about specific facets of the job

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LoyaltyVoiceExitNeglect Leaving the situation Quitting, transferring Changing the situation Problem solving, complaining Patiently waiting for the situation to improve Reducing work effort/quality Increasing absenteeismEVLN: Responses to Dissatisfaction

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Job Satisfaction and PerformanceHappy workers are somewhat more productive workers, but:General attitude is a poor predictor of specific behavioursJob performance affects satisfaction only when rewardedEffect on performance strongest in complex jobs because of greater employee influence on job performance (e.g. limited in assembly lines)

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Job Satisfaction and CustomersJob satisfaction affects mood, leading to positive behaviours toward customersLess employee turnover, resulting in more consistent and familiar service

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Organizational CommitmentAffective commitmentEmotional attachment to, identification with, and involvement in an organizationContinuance commitmentBelief that staying with the organization serves your personal interests

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Building Organizational CommitmentJustice and supportApply humanitarian valuesShared valuesValues congruenceTrustEmployees trust org leadersOrganizational comprehensionKnow firms past/present/futureEmployee involvement

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What is Stress?An adaptive response to a situation that is perceived as challenging or threatening to the persons well-beingA complex emotion that prepares us for fight or flightEustress vs. distress

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Stage 1Alarm ReactionStage 2ResistanceStage 3ExhaustionNormalLevel ofResistanceGeneral Adaptation Syndrome

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BehavioralPsychologicalWork performance, accidents, absenteeism, aggression, poor decisionsDissatisfaction, moodiness, depression, emotional fatigue PhysiologicalCardiovascular disease, hypertension, headachesConsequences of Distress

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Interpersonal andRole-Related StressorsJob Burnout Process

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What are Stressors?Stressors are the causes of stress -- any environmental condition that places a physical or emotional demand on the person.Some common workplace stressors include:Harassment an incivilityWork overloadLow task control

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Psychological HarassmentRepeated and hostile or unwanted conduct, verbal comments, actions or gestures, that affect an employee's dignity or psychological or physical integrity and that result in a harmful work environment for the employee.

Sexual HarassmentUnwelcome conduct -- detrimental effect on work environment or job performanceQuid pro quoemployment or job performance is conditional on unwanted sexual relationsHostile work environmentan intimidating, hostile, or offensive working environment

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Work Overload and Task Control StressorsWork Overload StressorWorking more hours, more intensely than one can copeAffected by globalization, consumerism, ideal worker normTask Control StressorDue to lack control over how and when tasks are performedStress increases with responsibility

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Photodisc. With permission.Individual Differences in StressDifferent threshold levels of resistance to stressorUse different stress coping strategiesResilience to stressDue to personality and coping strategiesWorkaholismHighly involved in workInner pressure to workLow enjoyment of work

Managing Work-Related StressRemove the stressorMinimize/remove stressorsWithdraw from the stressorVacation, rest breaksChange stress perceptionsPositive self-concept, humorControl stress consequencesHealthy lifestyle, fitness, wellnessReceive social support

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Chapter 4

Workplace Emotions, Attitudes, and StressCanadian OB 7e: McShane/Steen* 2009 The McGraw-Hill Companies, Inc. All rights reserved

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