Copyright © 2012 Dorling Kindersley (India) Pvt. Ltd
Authorized adaptation from the United States edition of Organizational
Behavior, 14e
Organizational Behavior 15th Global Edition
Emotions and Moods
3-0
Robbins and Judge Chapter 4
Copyright © 2012 Dorling Kindersley (India) Pvt. Ltd
Authorized adaptation from the United States edition of Organizational
Behavior, 14e
Why Were Emotions Ignored in OB?
The “Myth of Rationality”
– Emotions were seen as irrational
– A well-run organization didn’t allow employees to express
frustration, fear, anger, love, hate, joy, grief, or similar feelings
thought to be the antithesis of rationality.
– Managers worked to create emotion-free environments
View of Emotionality
– Emotions were believed to be disruptive
– Emotions were thought to interfere with productivity
– Researchers looked at strong negative emotions -especially anger-
that interfered with an employee’s ability to work effectively.
Now we know emotions can’t be separated from the
workplace
4-1
Copyright © 2012 Dorling Kindersley (India) Pvt. Ltd
Authorized adaptation from the United States edition of Organizational
Behavior, 14e
What are Emotions and Moods?
4-2
See E X H I B I T 4-1
Copyright © 2012 Dorling Kindersley (India) Pvt. Ltd
Authorized adaptation from the United States edition of Organizational
Behavior, 14e
What are Emotions and Moods?
Most experts believe emotions are more fleeting than moods.
For example, if someone is rude to you, you’ll feel angry.
That intense feeling probably comes and goes fairly quickly,
maybe even in a matter of seconds. When you’re in a bad
mood, though, you can feel bad for several hours.
4-3
Copyright © 2012 Dorling Kindersley (India) Pvt. Ltd
Authorized adaptation from the United States edition of Organizational
Behavior, 14e
What are Emotions and Moods?
Emotions are reactions to a person (seeing a friend at work
may make you feel glad) or an event (dealing with a rude
client may make you feel frustrated). You show your
emotions when you’re “happy about something, angry at
someone, afraid of something.”
Moods aren’t usually directed at a person or an event.
Example: When a colleague criticizes how you spoke to a
client, you might show emotion (anger) toward a specific
object (your colleague). But as the specific emotion
dissipates, you might just feel generally dispirited. You can’t
attribute this feeling to any single event; you’re just not your
normal self. You might then overreact to other events. This
affect state describes a mood.
4-4
Copyright © 2012 Dorling Kindersley (India) Pvt. Ltd
Authorized adaptation from the United States edition of Organizational
Behavior, 14e
What are Emotions and Moods?
4-5
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Authorized adaptation from the United States edition of Organizational
Behavior, 14e
The Basic Emotions
While not universally accepted, there appear to be six
basic emotions:
1. Anger
2. Fear
3. Sadness
4. Happiness
5. Disgust
6. Surprise
All other emotions are subsumed under these six
May even be placed in a spectrum of emotion:
Happiness – surprise – fear – sadness – anger – disgust
4-6
Copyright © 2012 Dorling Kindersley (India) Pvt. Ltd
Authorized adaptation from the United States edition of Organizational
Behavior, 14e 8-7
Copyright © 2012 Dorling Kindersley (India) Pvt. Ltd
Authorized adaptation from the United States edition of Organizational
Behavior, 14e
Basic Moods: Positive and Negative Affect
Emotions cannot be neutral.
Emotions (“markers”) are grouped into general mood
states.
Mood states affect perception and therefore perceived
reality.
4-8
E X H I B I T 4-2
Copyright © 2012 Dorling Kindersley (India) Pvt. Ltd
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Behavior, 14e
What Is the Function of Emotion?
4-9
Emotions can aid in our decision-making process.
Many researchers have shown that emotions are
necessary for rational decisions.
Decision Making
Feeling
Thinking
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Behavior, 14e
What Is the Function of Emotion?
4-10
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Authorized adaptation from the United States edition of Organizational
Behavior, 14e
Sources of Emotion and Mood
Personality
– affect intensity differs .
Day and Time of the Week
– There is a common pattern for all of us
• Happier in the midpoint of the daily awake period
• Happier toward the end of the week
4-11
See E X H I B I T 4-3 and 4-4 for Emotion Timing
Copyright © 2012 Dorling Kindersley (India) Pvt. Ltd
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Behavior, 14e
Sources of Emotion and Mood
4-12
See E X H I B I T 4-3 and 4-4 for Emotion Timing
Copyright © 2012 Dorling Kindersley (India) Pvt. Ltd
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Behavior, 14e
Sources of Emotion and Mood
4-13
See E X H I B I T 4-3 and 4-4 for Emotion Timing
Copyright © 2012 Dorling Kindersley (India) Pvt. Ltd
Authorized adaptation from the United States edition of Organizational
Behavior, 14e
Sources of Emotion and Mood
Weather
– Many people believe their mood is tied to weather
– Researchers suggest whether has little effect on mood.
Stress
– An impending deadline, the loss of a big sale etc. would negatively affect moods.
– Even low levels of constant stress can worsen moods
Social Activities
– Do you tend to be happiest when out with friends?
– Physical, informal, and dining activities increase positive moods
4-14
See E X H I B I T 4-3 and 4-4 for Emotion Timing
Copyright © 2012 Dorling Kindersley (India) Pvt. Ltd
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Behavior, 14e
Sources of Emotion and Mood
4-15
See E X H I B I T 4-3 and 4-4 for Emotion Timing
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Authorized adaptation from the United States edition of Organizational
Behavior, 14e
More Sources of Emotion and Mood
Sleep
– Sleep quality does affect mood.
– Poor or reduced sleep impairs decision making and makes it
difficult to control emotions.
Exercise
– Enhances people’s positive mood.
4-16
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Behavior, 14e
More Sources of Emotion and Mood
4-17
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Behavior, 14e
More Sources of Emotion and Mood
Age
– Older folks experience fewer negative emotions
Gender
– Women tend to be more emotionally expressive, feel
emotions more intensely, have longer-lasting moods, and
express emotions more frequently than do men
– Evidence from a study of participants from 37 different
countries found that men consistently report higher levels of
powerful emotions like anger, whereas women report more
powerless emotions like sadness and fear.
4-18
Copyright © 2012 Dorling Kindersley (India) Pvt. Ltd
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Behavior, 14e
Emotional Labor
An employee’s expression of organizationally desired emotions during interpersonal transactions at work.
4-19
See E X H I B I T 4-5 for Emotional Labor and Pay
Copyright © 2012 Dorling Kindersley (India) Pvt. Ltd
Authorized adaptation from the United States edition of Organizational
Behavior, 14e
Emotional Labor
Emotional Dissonance:
– Employees have to project one emotion while simultaneously feeling another
– Can be very damaging and lead to burnout
Types of Emotions:
– Felt: the individual’s actual emotions
– Displayed: required or appropriate emotions
• Surface Acting: displaying appropriately but not feeling those emotions internally
• Deep Acting: changing internal feelings to match display rules
4-20
See E X H I B I T 4-5 for Emotional Labor and Pay
Copyright © 2012 Dorling Kindersley (India) Pvt. Ltd
Authorized adaptation from the United States edition of Organizational
Behavior, 14e
Emotional Intelligence (EI)
Emotional intelligence (EI) is a person’s ability to
– (1) perceive emotions in the self and others,
– (2) understand the meaning of these emotions, and
– (3) regulate one’s emotions accordingly in a cascading
model
4-21
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Behavior, 14e
Emotional Intelligence (EI)
Example: Diane Marshall is an office manager. Her
awareness of her own and others’ emotions is almost nil.
She’s moody and unable to generate much enthusiasm or
interest in her employees. She doesn’t understand why
employees get upset with her. She often overreacts to
problems and chooses the most ineffectual responses to
emotional situations.
Diane has low emotional intelligence
4-22
Copyright © 2012 Dorling Kindersley (India) Pvt. Ltd
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Behavior, 14e
Emotional Intelligence (EI)
EI plays an important role in job performance
According to a study, EI was the key quality that
differentiates the success of American presidents (from
Franklin Roosevelt to Bill Clinton).
One simulation study also showed that students who were
good at identifying and distinguishing among their own
feelings were able to make more profitable investment
decisions.
4-23
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Behavior, 14e
OB Applications of Emotions and Moods
Selection
– EI should be a hiring factor, especially for social jobs.
Decision Making
– Positive emotions can lead to better decisions.
Creativity
– Positive mood increases flexibility, openness, and creativity.
Motivation
– Positive mood affects expectations of success; feedback amplifies this effect.
Leadership
– Emotions are important to acceptance of messages from organizational leaders.
4-24
Copyright © 2012 Dorling Kindersley (India) Pvt. Ltd
Authorized adaptation from the United States edition of Organizational
Behavior, 14e
OB Applications of Emotions and Moods
4-25
Copyright © 2012 Dorling Kindersley (India) Pvt. Ltd
Authorized adaptation from the United States edition of Organizational
Behavior, 14e
OB Applications of Emotions and Moods
4-26
Copyright © 2012 Dorling Kindersley (India) Pvt. Ltd
Authorized adaptation from the United States edition of Organizational
Behavior, 14e
More OB Applications of Emotions and Moods
Negotiation
– Emotions, skillfully displayed, can affect negotiations.
Customer Services
– Emotions affect service quality delivered to customers which, in turn, affects customer relationships.
– Emotional Contagion: “catching” emotions from others.
Job Attitudes
– Can carry over to home, but dissipate overnight.
Deviant Workplace Behaviors
– Negative emotions lead to employee deviance (actions that violate norms and threaten the organization).
Manager’s Influence
– Leaders who are in a good mood, use humor, and praise employees increase positive moods in the workplace.
4-27
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Behavior, 14e
Global Implications
Do people experience emotions equally?
– No. Culture can determine type, frequency, and depth of
experienced emotions.
Do people interpret emotions the same way?
– Yes. Negative emotions are seen as undesirable and positive
emotions are desirable.
– However, the value of each emotion varies across cultures.
Do norms of emotional expression vary?
– Yes. Some cultures have a bias against emotional
expression; others demand some display of emotion.
– How the emotions are expressed may make interpretation
outside of one’s culture difficult.
4-28
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