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Transcript of 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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2003 Prentice Hall Inc. All
rights reserved.334
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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2003 Prentice Hall Inc. All
rights reserved.336
Types of Values- Rokeach Value Survey
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rights reserved.337
Mean Value Rankings ofExecutives, Union Members
and Activists
Dominant Work Values in Todays
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2003 Prentice Hall Inc. All
rights reserved.338
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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2003 Prentice Hall Inc. All
rights reserved.340
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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rights reserved.341
Hofstede s Framework for Assessing
Cultures
H f t d F k ( td)
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rights reserved.342
Hofstedes Framework (contd)
H f t d F k ( td)
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rights reserved.343
Hofstedes Framework (contd)
Hofstedes Framework (contd)
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rights reserved.344
Hofstedes Framework (contd)
H f t d F k ( td)
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rights reserved.345
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.