LO1

Emotions:
Physiological, behavioral, and psychological episodes experienced toward an object, person, or
event that create a state of readiness.
Emotional reactions are subtle and occur without our awareness.

EMOTIONS MOODS
-occur in waves lasting from milliseconds to a -longer-term emotional states
few minutes.
-directed toward someone or something -not directed toward anything in particular

Two common features of different emotions:

1. Core Affect a global evaluation CIRCUMPLEX MODEL OF EMOTIONS
generated by emotions that something is
good or bad, helpful or harmful, to be
approached or to be avoided

2. All emotions produce some level of

activation depending on how much they
demand our attention and motivate us to
act.

Emotions, Attitudes, and Behavior

Attitudes
Represent the cluster of beliefs, assessed
feelings, and behavioral intentions
toward an attitude object
Attitude Objects - any targets of
judgment, including people, places, and
things, that have an attitude or opinion associated with it
3 cognitive components
o Beliefs
established perceptions about the attitude object
perceived facts that you acquire from past experience and other forms of
learning
o Feelings
represent your positive or negative evaluations of the attitude object
calculated from your beliefs
o Behavioral Intention
represent your motivation to engage in a particular behavior regarding the
attitude object
directly predict behavior
EMOTIONS ATTITUDES
-Experiences -Judgments
-operate as events, usually without our awareness -involve conscious logical reasoning
-brief events -more stable over time
Cognitive Dissonance
occurs when we perceive an inconsistency between our beliefs, feelings, and behavior

Emotions are also partly determined by a persons personality.

LO2

Emotional Labor
the effort, planning, and control needed to express organizationally desired emotions during
interpersonal transactions
increases when employees must precisely rather than casually abide by the display rules
Display Rules
norms requiring us to display specific emotions and to hide other emotions.

Emotional Display Norms across Cultures

How much we are expected to hide or reveal our true emotions in public depends to some
extent on the culture in which we live.

Emotional Dissonance
conflict between required and true emotions
The larger the gap between the required and true emotions, the more employees tend to
experience stress, job burnout, and psychological separation from self
minimized through deep acting rather than surface acting
Surface Acting
when people try to modify their behavior to be consistent with required emotions but continue
to hold different internal feelings
Deep Acting
changing true emotions to match the required emotions
requires considerable emotional intelligence
Emotional Intelligence
a set of abilities to perceive and express emotion, assimilate emotion in thought, understand
and reason with emotion, and regulate emotion in oneself and others

Dimensions Of Emotional
Intelligence
- ability to perceive and understand the meaning of your own
Self-awareness
emotions
- ability to manage your own emotions
Self-management
- includes generating or suppressing emotions
- ability to perceive and understand the emotions of other people
Social-awareness
- represented by empathy
Relationship management - involves managing other peoples emotions

Relationship management

Self-management; Social-awareness

Self-awareness
Improving Emotional Intelligence
associated with some personality traits, as well as with the emotional intelligence of ones
parents
can be developed with personal coaching, plenty of practice, and frequent feedback