Values and Emotions
Values, Attitudes, and
Moods and Emotions
• Values
–Describe what managers try to achieve through
work and how they think they should behave
• Attitudes
–Capture managers’ thoughts and feelings
about their specific jobs and organizations.
• Moods and Emotions
–Encompass how managers actually feel when
they are managing
Values
• Terminal Values
– A personal conviction about life-long goals
• Instrumental Values
– A personal conviction about desired modes
of conduct or ways of behaving
Values
• Value System
– What a person is
striving to achieve
in life and how they
want to behave
Moods and Emotions
• Mood & Emotions
–A feeling or state of mind
• Positive moods provide
excitement and enthusiasm.
• Negative moods lead to fear,
distress, and nervousness.
Emotions Defined
• Psychological,
behavioral,
and
physiological
episodes
experienced
toward an object, person, or event that
create a state of readiness.
• Most emotions occur without our
awareness
Attitudes versus Emotions
Attitudes
Judgments about an
attitude object
Based mainly on
rational logic
Usually stable for days
or longer
Emotions
Experiences related to an
attitude object
Based on innate and learned
responses to environment
Usually experienced for
seconds or less
Emotions, Attitudes and Behavior
Perceived Environment
Cognitive
process
Emotional
process
Beliefs
Attitude
Emotional
Episodes
Feelings
Behavioral
Intentions
Behavior
Generating Positive Emotions at Work
• The emotions-attitudes-behavior
model illustrates that attitudes are
shaped by ongoing emotional
experiences.
• Thus, successful companies actively
create more positive than negative
emotional episodes.
Job Satisfaction and Customers
Courtesy of Wegmans Food Markets
• Job satisfaction affects mood, leading to
positive behaviors toward customers
• Less employee turnover, resulting in
more consistent and familiar service
A Measure of Positive and Negative Mood at
Work
Source: A. P. Brief, M. J. Burke, J. M. George, B. Robinson, and J. Webster, “ Should Negative Affectivity Remain
an Unmeasured Variable in the Study of Job Stress?” Journal of Applied Psychology 73 (1988): 193–98.
Figure 3.6
Emotional Intelligence
• Emotional Intelligence
– The ability to understand and manage
one’s own moods and emotions and
the moods and emotions of other
people.
• Helps managers carry out their
interpersonal roles of figurehead,
leader, and liaison.
3-12
Emotional Intelligence
• Managers with a high level of emotional
intelligence are more likely to understand
how they are feeling and why
• More able to effectively manage their
feelings so that they do not get in the
way of effective decision-making
Role of Values and Norms
• Terminal values – signify what an
organization and its employees are trying
to accomplish
• Instrumental values – guide the ways in
which the organization and its members
achieve organizational goals
Role of Values and Norms
Managers determine and
shape organizational culture
through the kinds of values
and norms they promote in
an organization