Organizational Behavior
Robbins & Judge
Chapter 8: Emotions and Moods
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Summary of Lecture 28
- What is perception?
- Determinants of attribution
- Shortcuts in judgment
- Perception and decision making
- Steps in rational decision making
- Bounded rationality
- Decision biases or errors
- Intuition and decision making
- Ethical decision
- Normative decision model
Robbins and Judge (2008): Organizational Behavior, Pearson, Prentice Hall
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Learning Objectives
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Emotions and Moods
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Sources of Emotions and Moods
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External constraints on Emotions
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Impact of emotional labor on employees
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Affective Events Theory
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Emotional Intelligence
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OB Issues and Emotions
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OB Issues and Moods
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Robbins and Judge (2008): Organizational Behavior, Pearson, Prentice Hall
Why Were Emotions Ignored in OB?
Why Emotions and Moods were not given value in
OB in Past?
1 Myth of Rationality: Emotions are not good for organization
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Emotions are irrational
Scientific management school of thought interested in creating
emotion free organizations
2 Emotions are disruptive and disturb work environment and
productivity
Focus on negative emotions hence view it as destructive or
unable to enhance performance
Note: Whether emotions are positive or negative they affect
work place behavior hence no OB study is complete without
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understanding emotions and moods
Robbins and Judge (2008): Organizational Behavior, Pearson, Prentice Hall
What are Emotions and Moods?
- Affect:
Broad range of feelings that people experience
It covers both emotions and moods
- Emotions:
Intense feelings that are directed at someone or something
- Moods:
Less intense feelings that often lack contextual stimulus
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Robbins and Judge (2008): Organizational Behavior, Pearson, Prentice Hall
What are Emotions and Moods?
Affect
Defines as a broad range of feelings that people
Experience. Affect can be experienced in form
moods and emotions
Emotions
- Caused by specific event
- Very brief in duration (in seconds
or minutes)
- Specific and numerous in nature
(fear, anger, sadness, happiness,
disgust, surprise)
- Accompanied by distinct facial
expression
- Action oriented (behavior) in nature
Moods
- Cause is often general and unclear
- Last longer than emotions (days)
- More general (two dimensions
positive affect and negative affect
- Generally not indicated by
expressions
- Cognitive in nature
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Robbins and Judge (2008): Organizational Behavior, Pearson, Prentice Hall
The Basic Emotions
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Emotions can turn into mood
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In mood lose focus and orientation to event or subject that
caused feelings
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Mood can also spark emotions
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Deep emotions can turn into mood
– Example: Finding a dream job, you are happy and may be
in good mood for a month or so
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Emotions may not necessarily be easily represented on face
all time like Love
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Emotions is not always experience as how we show (Cultural
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differences)
Robbins and Judge (2008): Organizational Behavior, Pearson, Prentice Hall
The Basic Emotions
No consensus and types of emotions. However, most
common emotions are:
1. Anger
2. Enthusiasm
3. Fear
4. Frustration
5. Disappointment
6. Disgust
7. Happiness
8. Hate
9. Hope
10. Jealousy
11. Surprise
– Sadness
Some researcher place six emotions along a continuum
– Happiness – surprise – fear – sadness – anger - disgust
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Robbins and Judge (2008): Organizational Behavior, Pearson, Prentice Hall
Aspects of Emotions
Biology of Emotions
- All emotions are originated in brain's limbic system
- Inactive limbic system generate feeling of positive
emotions
- When limbic system heat up it generates negative emotions
(anger and guilt)
- Through limbic system we interpret events
- Women generally more active limbic system
Intensity
- Different response to similar emotions provoking events
(personality or job requirements)
- Example: Pilot, Surgeon, Lawyer
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Robbins and Judge (2008): Organizational Behavior, Pearson, Prentice Hall
Aspects of Emotions
Frequency and Duration
- Employee can meet the emotional demands of job depends
on its frequency and duration
Do Emotions Make us Irrational?
- In general it is said that when you are emotional you are
irrational
- It is advised not to express emotions
- Research supports that emotional and rational thinking are
interconnected
What Functions Do Emotions Serve?
- Emotions serve purpose : Anger to protect right, Empathy help
to serve customer in better way
- Not all researchers agree on this
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Robbins and Judge (2008): Organizational Behavior, Pearson, Prentice Hall
Mood as Positive and Negative Affect
- Emotions can be positive or negative but can never be neutral
it is state of non emotional
- Grouping emotions into positive and negative category result
into mood states in this way look them in more general way
instead on isolating
- Positive Affect (Mood): A mood dimension consisting of
specific positive emotions like excitement, elated and
happy at the high end and boredom, sluggishness and
tiredness at low end
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Negative Affect (Mood): A mood dimension consisting of
nervousness, stress, and anxiety at the high end and
relaxation, tranquility and poise at low end
See Exhibit 8-2
- Negative emotions are recalled more frequently, as people
tend to remember events that created negative emotions.
- Positive offset: People in mildly positive mood when nothing
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particular is going on
Robbins and Judge (2008): Organizational Behavior, Pearson, Prentice Hall
Sources of Emotion and Mood
Personality
- Trait component, built in tendencies to show certain
emotions
- More sensitive people are high on affect intensity
(Emotional)
- Example: Halt Bonus for some reason by supervisor how
will react emotionally stable and unstable worker
Day of the Week and Time
- Morning and Evening (generally positive mood mid noon
- Think of telling bad news or get favor
Weather
- Illusory Correlation (associating two events when there is
no apparent connection
- What is your mood on rainy day
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Robbins and Judge (2008): Organizational Behavior, Pearson, Prentice Hall
Sources of Emotion and Mood
Social Activities
- Party with friends, dinner, and outdoor activities affect mood
positively
- Long life associate with social activities (Research `
Evidence)
Stress
- Stress negatively affect mood and emotions
- Low level of stress for long time cause negative affect on
mood
Sleep
- Less sleep put in bad mood and more negative emotions
anxiety, fear, fatigue
Exercise
- Bring positive mood, good for depressed people
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Robbins and Judge (2008): Organizational Behavior, Pearson, Prentice Hall
Sources of Emotion and Mood
Age
- Research says older people feel positive moods more and
bad moods faded quickly
Gender
- Women are more emotional
- Upbringing of male (more social activities)
External Constraints on Emotions
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Organizational Influences
In some organizations and jobs it is required to be more
friendly and warm always with smiling face
Difference in management hierarchy (upper management
can express negative emotions like anger to lower staff)
It is good to show emotions on company success
celebrating events
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Otherwise organizations want emotion free environment
Robbins and Judge (2008): Organizational Behavior, Pearson, Prentice Hall
Sources of Emotion and Mood
Cultural Influences
- How people experience emotions vary across culture
- Chinese and Americans are not same in experiencing
emotions
- Negative and Positive emotions are interpreted in similar
way across cultures
- But degree of acceptance varies (American view pride as
positive emotion and in Asian culture seen as undesirable
- Norms for expression of emotions differ across cultures
- Greater understanding of emotions people with in same
culture
- Manager need to understand emotions and its context in
different culture in order to work effectively with their
business partners or colleagues from different cultural
background. When to express emotions, what meaning is
associated to the expression. Example: Smiling during
negotiation, What do you think?
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Robbins and Judge (2008): Organizational Behavior, Pearson, Prentice Hall
Emotional Labor
“Emotional labor is an employee expression of
organizationally desired emotions during interpersonal
transaction at work”
- The concept emerged from service industry but in reality
applicable on every job
Emotional Dissonance
- Challenge when employees have to project one emotions
while simultaneously feeling others
- Lead to emotional exhaustion and burn out
Felt vs Displayed Emotions
- Felt: Actual emotions
- Displayed: Organization requires worker to show or
appropriate for given job
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Robbins and Judge (2008): Organizational Behavior, Pearson, Prentice Hall
Emotional Labor
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Think about Events: Pretend to be happy on marriage or
celebrating occasions
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Effective managers need to display seriousness when to
give negative evaluation and pass over for promotion
instead of anger
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Customer representative have to smile
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Effective employee display emotions contrary to actual
emotions based on role and job requirements
Surface Acting
- Hiding inner feelings in response to desired emotions at
work place
Deep Acting: Try to modify inner feelings based on role and
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job requirement
Robbins and Judge (2008): Organizational Behavior, Pearson, Prentice Hall
Emotional Labor
Cultural Differences: Smiling at customer good in American
culture but not in all countries (may be interpreted as non
serious)
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French feel less emotional dissonance. They usually
display their true feelings on job
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What about gender? Women to show more positive
feelings
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Robbins and Judge (2008): Organizational Behavior, Pearson, Prentice Hall
Affective Event Theory
How our moods and emotions influence our job performance,
AET has answer to this link
Emotions are response to an event in work place
Work Environment
-Job characteristics
-Job demands
-Requirements for emotional
labor
Work Events
Daily Hassles (conflicting
Personal
Dispositions
Personality
Mood
Job
satisfaction
Emotional
Reactions
Positive
Negative
Instructions from managers,
Colleague refuse to share work
Time pressure
Intention to
quit
Daily Uplift (meeting target,
Getting support, recognition)
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Robbins and Judge (2008): Organizational Behavior, Pearson, Prentice Hall
Job
performance
Workplace
deviance
Affective Event Theory
Implications
- An emotional episode is actually a series of emotional
experiences precipitated by single event
- Current and past emotions influence job satisfaction at
any given time
- Moods and emotions fluctuates hence their affect on
performance
- Emotion driven behavior are in short duration
- Incompatibility emotions-behavior lead to poor
performance
- Manage should not ignore emotions and events that
trigger them because they accumulate
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Robbins and Judge (2008): Organizational Behavior, Pearson, Prentice Hall
Emotional Intelligence
Emotional intelligence is one's ability to understand and
manage emotional cues and information
EI is composed of five dimensions
1 Self awareness
2 Self management
3 Self motivation
4 Empathy
5 Social skills
Case for EI
Intuitive appeal (it is really good), Predict performance
Case Against EI
Too vague concept, Can not be measured, Validity is not
proven
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Robbins and Judge (2008): Organizational Behavior, Pearson, Prentice Hall
OB Applications of Emotions and Mood
Selection
Job Attitudes
Decision Making
Deviant Workplace
behavior
Creativity
Motivation
Manager Influence
Leadership
Interpersonal Conflict
Negotiation
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Robbins and Judge (2008): Organizational Behavior, Pearson, Prentice Hall
Implications
Moods are more general and less contextual
Effective manager know emotions and moods that improve
their ability to affect behavior and performance of colleagues
and subordinates
Negative emotions hinder job performance
Positive moods and emotions enhance work performance
Managers must not unnecessarily force employees to display
positive emotions and suppress negative emotions all the
time
Manager must not ignore emotions and moods of employees
Manager with greater understanding of emotions
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influence and predict behavior of employees
Robbins and Judge (2008): Organizational Behavior, Pearson, Prentice Hall
Managerial Implications
Moods are more general than emotions and less
contextual
Emotions and moods impact all areas of OB
Managers cannot and should not attempt to
completely control the emotions of their employees
Managers must not ignore the emotions of their coworkers and employees
Behavior predictions will be less accurate if
emotions are not taken into account
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Discussion Questions
Discussion Question 1: What is difference between
emotions and moods?
Discussion Question 2: Why it is important to study
emotions and moods in OB?
Discussion Question 3: How positive and negative emotions
and moods affect job performance and other job attitudes?
Discussion Question 4: What is EI?
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Summary
-
Emotions and Moods
-
Sources of Emotions and Moods
-
External constraints on Emotions
-
Impact of emotional labor on employees
-
Affective Events Theory
-
Emotional Intelligence
-
OB Issues and Emotions
-
OB Issues and Moods
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