Values Attitudes and Emotions

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    Emotional Intelligenc

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    Agenda

    What is Emotional Intelligence?

    Why is it important for the workplace? How can we measure Emotional Intelligence?

    Different job types utilizing Emotional Intelligence

    Advantages and Disadvantages

    Conclusion

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    What is Emotional Intelligence?

    EIStreet Smarts

    The ability to perceive emotions, to access andgenerate emotions so as to assist thought, to

    understand emotions and emotional meanings, and t

    reflectively regulate emotions in ways that promoteemotional and intellectual growth

    -Salovey & Ma

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    Social communications requires accurate perception of content, awell as tone and non-verbal signals such as posture and facial expr

    Emotions are complex, and people can experience a combination

    different emotions

    Many theorists agree that basic emotions have universal meaninguniversal across cultures.

    Mayer - Salovey Model

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    What is Emotional Intelligence?

    4 ComponentsDaniel Goleman

    Self-Awareness

    Social Skills

    Self-Awareness Self-Management

    Social Awareness Social Skills

    Social Awareness Self-Manage

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    Emotional intelligence is, that aspect of h

    intelligence that governs our ability to recognunderstand, control and use emotions in sol

    problems of a personal and interpersonal nature2007, p.27).

    Reuven Bar-On

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    Important Elements of EI

    STRESS MANAGEMENT ADAPTABILITY

    INTERPERSONALINTRAPERSONAL

    EFFECTIVE PERFORMANCE

    GENERAL MOOD

    Bar-On Model

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    BarOn/EQ-i FactorsIntra-Personal

    Emotional Self-AwarenessAssertivenessSelf-RegardSelf-ActualizationIndependence

    Inter-Personal

    Interpersonal RelationshipEmpathySocial Responsibility

    Adaptability

    Problem SolvingFlexibilityReality Testing

    Stress ManagementStress ToleranceImpulse Control

    General MoodOptimismHappiness

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    EI Importance to theWorkplace

    80% of a persons success based on EI (CPA

    Journal)

    Profitability linked to quality of work life

    Profitability linked to employee feelings about

    job, colleagues, and companyEx. Training Centres, BPO

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    EI Importance to theWorkplace

    Enhance cognitive processes

    Decision Making

    Encouraging flexibility and change

    Organizational culture management

    Shift to team based workplace

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    Real Life Examples

    LOreal Results

    $91,370 more in sales Net revenue increase of $2,558,360

    63% less turnover

    Manufacturing Plant Findings

    Loss time accidentsdecreased by 50%

    Grievences reduced from 15 to 3

    Production increased by 17%

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    Examples Of EI at work pla

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    Tools for Measuring EI

    Tools1. Bar-On Emotional Quotient Inventory

    2. Emotional Competence Inventory 360

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    Bar-On Emotional Quotient

    Inventory First scientifically validated Emotional Quotient measure in

    the world Created by Dr. Reuven Bar-On who completed 14 years of

    testing worldwide

    Measures both social and emotional intelligence

    Uses 133 questions which are answered using a 5 point scale

    Delivers a quantitative measure of readiness for change Compare an applicants scores to average results of employees

    who currently work in similar jobs

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    Bar-On Emotional Quotient

    InventoryBar-On EQ-i Test Components

    IntrapersonalSkills

    InterpersonalScales

    AdaptabilityScales

    Stress ManagementScales

    GeneraMood Sca

    Self Regard Empathy Reali ty Testing Stress Tolerance Optimism

    Emotional Self

    Awareness

    Social

    Responsibility

    Flexibility Impulse Control Happine

    Assertiveness I nterpersonal

    Relationship

    Problem

    Solving

    I ndependence Stress Tolerance

    Self Actuali zation Impulse Control

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    ECI 360 is a well-known tool developed by Daniel Gole

    Frequently used for internal recruiting and promotioncandidates

    Up to 15 other assessors are utilized to develop one cascore

    Encompass both personal and social competencies

    Emotional Competence Inventor

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    Emotional CompetenceInventory

    Measures the user on 30 work-related

    competencies in 5 categories Uses 110 questions on a six point scale

    describing the degree to which astatement characterizes the candidate inquestion

    Emotional Compete

    360

    PersonalCompetence

    1. Self Awareness-

    knowing ones

    internal states,

    preferences,

    resources and

    intuitions

    2. Self Regulation-

    managing ones

    internal states,

    impulses and

    resources

    3. Motivation

    emotional

    tendencies that

    guide or facilitate

    reaching goals

    1.

    2.

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    Different Jobs & EI

    Sales Accountant Surgeons Lawyers Engineers So

    Wo

    Self-

    Actualization

    Problem

    Solving

    Independenc

    e

    Self-

    Actualization

    Self-

    Actualization

    Indep

    Assertivenes

    s

    Interpersonal

    Relationship

    s

    Stress

    Tolerance

    Happiness Happiness St

    Tole

    Happiness Happiness Empathy Stress

    Tolerance

    Optimism Asser

    Optimism Self-Regard Impulse

    Control

    Assertivenes

    s

    Empathy Imp

    Co

    Self-Regard Emotional

    Self

    Awareness

    Flexibility Social

    Responsibilit

    y

    Interpersonal

    Relationship

    s

    Opt

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    Recruiters & EI

    Case Study of U.S. Air Force recruiters

    High rate of turnover = high costs

    Administered the Bar-On EQ test

    5 most successful factors:

    - assertiveness

    - empathy

    - happiness

    - self-awareness

    - problem-solving

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    Advantages of Using EI

    IQ can indicate what profession an individual can hold, E

    be a more powerful predictor of performance

    Display of Emotional contagion

    Judge of creativity, leadership etc. qualities.

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    EI dependent on situational factors

    Assumes stability across all situations

    Length of testing sufficient proof?

    Congruency between self-evaluation and recruiteevaluation

    Certain jobs not dependent on level of EmotionalIntelligence

    Disadvantages of Using EI

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    Conclusion

    Different EI components are more relevant depe

    specific job requirements Training can be used as a way to increase EI of

    employees

    Must consider that EI is a relatively new method

    predicting job performance, and longer studies m

    required to confirm validation of methods

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    Emotional marketing, in simple words, is the ability to commpowerfully through the use of different techniques that evoemotion.

    Its all about getting your target audience to connect with yoproduct, service, and brand at a very basic and fundamentathe level of emotions.

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    This is a big one in emotional marketing, and can be based othe bad that can happen if you dont act in a certain way. An a hosting company that may try to sell you a dedicated serve

    over the less expensive shared server account by listing alpotential problems that can result if your site is hosted on a s

    other sites

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    While it can be effective when based on creatingfeelings ofguilt for not doing something, anothereffective route is showing how to remove guilt. Anexample is a working parent who has little time to

    prepare home-cooked meals, but sees an ad that stat

    purchasing ABC Frozen Food that is packed withwholesome and nutritious ingredients is just likecooking yourself.

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    Marketing that uses pride as an action-enticingemotion is focused on making the consumer want touse or purchase something because of the sense of

    power, accomplishment, envy or respect they feel it wgenerate. An example is a private, exclusive

    membership that is costly, but will give the purchasenotoriety and can be used as a powerful marketingelement on its own, once purchased

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    We have all seen marketing that focuses on appealing to aemotion, and its very effective. An example is a package p

    group of products, or a list of over-the-top bonuses withpurchase. The claim of a specific product or service helping y

    more money and become more successful is another exa

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    Love in marketing is sometimes underplayed, but a good exproducts and services that are presented as the top of the lin

    options for providing the very best for the loved ones in yoeven yourself.

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    To create something remarkable it has to connectwith the customer emotionally.

    Make it remarkable in the customers eyes, not youralone, its not about you.

    Great marketing and great products are social objecworthy of conversation.

    Use stories to create humor, surprise, joy, sadness,and other emotional connections to give the worldsomething that is liked, shared, and discussed.

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    Create something you want to see again, participate in, andabout.

    Its no longer a stunt, an advertising gimmick; instead its ameaningful touch point where you are clearly inside the heaminds of your kind of people. Its a way to say you get it andto be a part of the discussion.

    Its not logic, its emotion.

    inspire, dont inform.

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    Values & Attitudes

    Don't

    compare

    yourself with

    any one in

    this world.

    If you compare,

    you are insulting

    yourself.

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    Contents

    Introduction

    Features

    Components

    Nature

    SourcesFormation

    Theories

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    Value

    Values represents basic convictions (certainty) that a specific mode of

    conduct or end-state of existence is personally or socially preferable to an

    opposite or converse mode of conduct or end-state of existence.

    Content attributes- what

    Intensity attributes - how

    Values as the constellation of

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    Values as the constellation of

    likes, dislikes, viewpoints,

    should inner inclinations,

    rational and irrationaljudgments, prejudices and

    association patterns that

    determine a personas view of

    the world.

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    Types of Values- Rokeach Value Survey

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    Mean Value Rankings ofExecutives, Union Members

    and Activists

    Dominant Work Values in Todays

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    Dominant Work Values in Today s

    Workforce

    Importance

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    Importance

    To understand other individual determinants

    Influence attitudes and behaviour

    Culture differences

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    Hofstedes Five Value Dimensions

    Power Distance

    Individualism versus Collectivism

    Quantity of life and Quality of Life

    Uncertainty Avoidance

    Long-term versus Short-term Orientation

    Hofstedes Framework for Assessing

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    Hofstede s Framework for Assessing

    Cultures

    H f t d F k ( td)

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    Hofstedes Framework (contd)

    H f t d F k ( td)

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    Hofstedes Framework (contd)

    Hofstedes Framework (contd)

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    Hofstedes Framework (contd)

    H f t d F k ( td)

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    Hofstedes Framework (contd)

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    ATTITUDE

    EVALUATIVE STATEMENTSEITHER FAVOURABLE OR

    UNFAVORABLE CONCERNING

    OBJECTS, EVENTS OR PEOPLE.

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    ACCORDING TO KATZ AND

    SCOTLAND

    ATTITUDE IS A TENDENCY

    OR A PREDISPOSITION TO

    EVALUATE AN OBJECT OR

    SYMBOL OF THAT OBJECT IN

    A CERTAIN WAY.

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    ACCORDING TO G.W.ALLPORT

    ATTITUDE IS A MENTAL ORNEUTRAL STATE OF READINESS

    ,ORGANISED THROUGH

    EXPERIENCE, EXERTING A

    DIRECTIVE OR DYNAMIC UPONTHE INDIVIDUALS RESPONSE .

    ATTITUDES ARE MADE UP OF THREE

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    COMPONENTS

    COGNITIVE

    AFFECTIVE

    BEHAVIORAL

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    INFORMATION

    OR

    COGNITIVE

    COMPONENT

    AFFECTIVE

    OR

    EMOTIONAL

    COMPONENT

    BEHAVIORAL

    COMPONENT

    ATTITUDE

    COMPONENTS OF AN ATTITUDE

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    COGNITIVE COMPONENT

    IT IS MADE UP OF VALUE

    STATEMENT.

    E.G.-

    DISCRIMINATION IS WRONG

    AFFECTIVE COMPONENT

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    IT IS THE EMOTIONAL OR

    FEELING SEGMENT OF AN

    ATTITUDE.

    E.G.-

    I DONT LIKE RAM BECAUSE HE

    DISCRIMINATES AGAINSTMINORITIES

    BEHAVIORAL COMPONENT

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    BEHAVIORAL COMPONENT

    IT IS AN INTENTION TO BEHAVE

    IN A CERTAIN WAY TOWARDSOMEONE OR SOMETHING

    E.G.-

    I MIGHT CHOOSE TO AVOID

    RAM BECAUSE OF MY FEELINGABOUT HIM

    FEATURES / CHARACTERISTICS

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    REFERS TO FEELINGS OR BELIEFS OF ANINDIVIDUAL.

    TEND TO RESULT IN BEHAVIOR.

    ATTITUDE CAN FALL ANYWHERE ALONG ACONTINUUM FROM VERY FAVOURABLE TOVERY UNFAVORABLE.

    ARE GRADUALLY ACQUIRED OVER A PERIODOF TIME.

    ALL PEOPLE IRRESPECTIVE OF THEIRSTATUS AND INTELLIGENCE HOLD

    ATTITUDES.CONSTITUTE A PSYCHOLOGICALPHENOMENA WHICH CANNOT BE DIRECTLYOBSERVED.

    FORMATION OR SOURCES OF ATTITUDES

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    FORMATION OR SOURCES OF ATTITUDES

    DIRECT EXPERIENCE WITH OBJECT.

    VICARIOUS LEARNING.

    CLASSICAL CONDITIONING.

    FAMILY AND PEER GROUP.

    ECONOMIC STATUS AND OCCUPATION.

    MASS COMMUNICATION.

    TYPES OF ATTITUDES

    IN RELATION TO O B

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    IN RELATION TO O.B

    JOB

    SATISFACTION

    JOB

    INVOLVEMENT

    ORG.

    COMMITMENT

    ATTITUDE

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    JOB SATISFACTION

    GENERAL ATTITUDE OR

    FEELINGS OF A INDIVIDUAL

    TOWARDS HIS JOB.

    JOB INVOLVEMENT

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    IT MEASURES THE DEGREE TO

    WHICH A PERSON IDENTIFIESPSYCHOLOGICALLY WITH HIS

    OR HER JOB AND CONSIDERS

    HIS OR HER PERCEIVED

    PERFORMANCE LEVELIMPORTANT TO SELF WORTH.

    ORGANIZATIONALCOMMITMENT

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    COMMITMENT

    IS A STATE IN WHICH AN

    EMPLOYEE IDENTIFIES WITH

    ONES EMPLOYING

    ORGANIZATION AND

    ITS GOALS AND WISHES TO

    MAINTAIN MEMBERSHIP IN THE

    ORGANISATION.

    Function perform by attitude

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    p y

    Attitude determine meaning:-it determine meanin

    of what is seen in the environment.Favourableattitude enables the individual to find GOODmeaning whereas unfavourable attitude is linkedwith BAD meaning.

    Attitude organise facts:-Interpretation of facts and

    derivation of meaning for the words,thoughts andfeelings basically depend on the way they areorganised.

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    Attitude select facts:-attitude also facilitates the

    selection of facts.From a mass of objectiveinformation,an individual tends to select such fac

    as are favourable and consistent with his attitude

    and to ignore or discount those opposed.

    The adjustment function:-attitude often helppeople adjust to their work environment.

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    The ego defensive function:-people often form an

    maintain certain attitude to protect their own selfimage.

    The value expressive function:-attitude providepeople a basis for expressing their values.

    The knowledge function:-attitude is often

    substituted for knowledge .In the absence ofknowledge,we use our attitude to organise andmake sense out of perceived object or person.

    THEORIES OF ATTITUDE

    FORMATION

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    FORMATION

    COGNITIVE DISSONANCE

    THEORY.

    MEASURING A-B RELATIONSHIP

    THEORY.

    SELF-PERCEPTION THEORY.

    The Theory of Cognitive Dissonance

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    y g

    Desire to reduce dissonance Importance of elements creating dissonance

    Degree of individual influence over elements

    Rewards involved in dissonance

    Measuring the A-B Relationship

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    g

    Recent research indicates that the attitudes (A)

    significantly predict behaviors (B) when moderatinvariables are taken into account.

    Moderating Variables

    Importance of the attitude

    Specificity of the attitude

    Accessibility of the attitude

    Social pressures on the individual

    Direct experience with the attitude

    Self-Perception Theory

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    Sources of attitude

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    Direct personal experience

    Sociallearning

    Association

    Attitudes

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    Direct personal experience:-attitudes are

    formed on the basis of ones pastexperience is concerned object or person

    Association:-a new attitude object may be

    associated with an old attitude object and

    the attitude towards the latter may be

    transferred towards the former.

    Social learning:-attitudes are also learnt

    from others as for example from

    parents,teachers superiors,models etc.

    Formation of attitudes

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    Psychological factor

    Family factorNeighbourhood

    Role model in ones life

    Institutional factor

    Social factors

    Psychological factor

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    The Psychological make-up of a

    person is made up of his perception,

    ideas, beliefs, values etc. It has acrucial role in determining a persons

    attitudes.

    Eg.if a person perceives that

    generally all superiors areexploitative, he is likely to develop a

    negative attitude towards his

    superiors who infact may not be

    l it ti

    Family factor

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    During childhood, a person spends a major part of

    his time in the family. Thus , he learns from thefamily members.

    Eg. A person from a middle class family may hold

    a different attitude toward spending than a person

    from an affluent family.

    Neighbourhood

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    The neighbourhood we live in has a certain

    structure in terms of its having cultural facilities ,religious grouping, and possibly ethnic differences

    Role model in ones lifeS f th ttit d d l d

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    Some of the attitudes are developed

    through imitation of models. The

    process is something like this: In aparticular situation, we see how

    another person behaves. We correctly

    or incorrectly interpret his behaviour

    as representing certain attitudes and

    beliefs.Eg. Children are often quite observe about how

    their parents react to different people. They learn

    by watching whom their parents respect, whom

    they treat with reservation, whom they regard as

    f i d d h th di lik

    Institutional factor

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    Many institutional factors functions as sources and

    support of our attitude and beliefs.Eg. Consider the description of a certain temple

    aarati. When the people come into temple, they

    bow down to pray, sit with heads bowed. When

    pujari signals and is with aarati all starts singing

    bhajan and clap. The entire process is devoted to

    ritual.

    EMOTIONS

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    Emotions can spur us to action.

    Emotions are intense feelings that are directat someone or something.

    Emotions are reaction to a person or event.

    Emotions for e.g. are anger, contempt,

    enthusiasm, envy, fear, frustration, disgust,happiness, hate, joy, love, pride etc.

    MOODS

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    Moods are feelings that tend to be less intense than

    cognitive in nature. Not indicated by distinct expressions.

    Have positive and negative effect.

    CLASSIFICATION

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    Emotions are positive or negative.

    Neutral is being non-emotional. Positive affect as a mood dimension consist of positiv

    emotions.

    Negative affect is a mood dimension consist of negat

    emotions.

    FUNCTIONS OF EMOTIONS

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    Critical for rational thinking.

    Help humans solve problems.

    SOURCES OF EMOTIONS AND MOO

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    Personality

    Day of the week and time of the day

    Weather

    Stress

    Social activities

    Sleep

    Exercise Age

    Gender

    Emotional labor

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    Emotional labor is an employee's expression oforganizationally desired emotions during

    interpersonal transactions at work. Projecting one emotion while simultaneously

    feeling other, this disparity is called emotionaldissonance.

    Felt emotions are individual actual emotions.

    Display emotions are those that the organizatiorequires the workers to show.

    Surface acting is hiding one's inner feelings

    Deep acting is trying to modify one's true innerfeeling

    AFFECTIVE EVENTS THEORY

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    AET demonstrates that employee react emotionally t

    happen to them at work and that this reaction influtheir job performance and satisfaction.

    Work events trigger positive and negative emotiona

    reactions.

    Provide valuable insights into understanding emplobehavior.

    APPLICATIONS OF EMOTIONS AND MOODSORGANISATION

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    Selection,

    Decision making, Creativity,

    Motivation,

    Leadership,

    Negotiation,

    Customer service

    GENPACT A CUSTOMER SERVICE ORGANIS

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    Began in 1997,

    provide business processes services to GE services, working in aerospace, automotives, banking and fina

    services, consumer goods, energy, telecom, transpor

    logistics.

    EMOTIONAL DISSONANCE

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    Projecting one emotion while simultaneously

    feeling other,

    Its an disparity of emotions,

    take heavy toll on employees.

    VALUES

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    contain a judgmental element in that they carry an in

    ideas as to what is right, good or desirable,

    basic convictions,

    when we rank an individual's values in terms of inten

    obtain that person's value system,

    important part of understanding people's attitudes aemotions.

    CLASSIFICATION

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    Terminal values: Goals a person would like to achieve

    his or her lifetime.

    Instrumental values: means of achieving terminal val

    Generational values: values inherited from generatio

    VALUES IN GENPACT

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    We succeed when our customer's succeed,

    We grow when our people grow, Team works boundaries don't,

    Energy and focus transform challenges into opportun

    Outstanding execution delivers impact,

    Innovation keeps us ahead of the curve.

    Culture of transparency

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    Genpact believes that open, transparent and frequen

    communication with employees on both good and ba

    fosters trust and goes a long way in building employe

    We leverage technology as well as the power of face-

    interaction using multiple channels such as town hall

    chats, employee intranet, one-on-one meetings amo

    to regularly connect and communicate with employe

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    Genpact has created a culture that emphasizes custo

    centricity, teamwork, and continuous process improv

    Our culture is expressed in the Values that embody o

    ideology and defines who we are. Our Values are bas

    foundation of unyielding integrity and act as a compa

    guide our thoughts and actions, serving as the pillars

    uphold us as an organization.

    Diversity and inclusion

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    Our global presence is inclusive of diverse cultureand nationalities. Genpact is committed to

    complying, in letter and spirit, with all applicablelaws driving the objective of diversity and equalopportunity. We adhere to the proposition thatevery business decision will be made withoutregard to race, creed, color, gender, ethnicity, age

    religion, national origin, ancestry, citizenship,marital status, sexual orientation, physical ormental disability, medical condition, veteran statuor any other characteristic protected fromdiscrimination.

    Women at Genpact

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    Genpact Womens International Network (GenWIN)

    mission is to foster the professional development of o

    women workforce as well as a formal mentoring prog

    WeMentorthat pairs high-potential middle-manage

    women with experienced leaders in the company to

    guide them on various professional fronts.