Professional Documents
Culture Documents
Emotions,
Attitudes,
and Stress
McGraw-Hill/Irwin Copyright © 2013 by The McGraw-Hill Companies, Inc. All rights reserved.
Emotions and Stress at JetBlue
4-2
Emotions Defined
▪ Psychological, behavioral,
and physiological episodes
that create a state of
readiness.
▪ Most emotions occur without
our awareness
▪ Two features of all emotions:
• All have some degree of
activation
• All have core affect –
evaluate that something is
good/bad
4-3
Types of Emotions
4-4
Attitudes versus Emotions
Attitudes Emotions
4-5
Traditional Model of Attitudes
4-6
Attitudes: From Beliefs to
Behavior
Perceived Environment
Cognitive Emotional
process process
Beliefs
Emotional
Attitude Episodes
Feelings
Behavioral
Intentions
Behavior
4-7
Emotions, Attitudes, and
Behavior
▪ How emotions influence attitudes:
1. Feelings and beliefs are influenced by cumulative
emotional episodes (not just evaluation of beliefs)
2. We ‘listen in’ on our emotions
4-8
Generating Positive Emotions
at Work
▪ LeasePlan USA and other
companies apply the dual
cognitive-emotional
attitude process.
4-9
Cognitive Dissonance
4-10
Emotional Labor Defined
4-11
Emotional Labor Across
Cultures
▪ Displaying or hiding emotions varies across
cultures
• Minimal emotional expression and monotonic
voice in Ethiopia, Japan, Austria
• Encourage emotional expression in Kuwait, Egypt,
Spain, Russia
4-12
Emotional Labor Challenges
▪ Emotional dissonance
• Conflict between true and required emotions
• More stressful with surface acting
• Less stressful with deep acting
4-13
Emotional Intelligence Defined
4-14
Model of Emotional Intelligence
Self Other
(personal competence) (social competence)
Recognition Awareness of
of emotions Self-awareness
others’ emotions
Regulation Management of
of emotions Self-management
others’ emotions
4-15
Emotional Intelligence
Hierarchy
Highest Management of
Managing other people’s emotions
others’ emotions
4-16
Improving Emotional
Intelligence
▪ Emotional intelligence is a set of
abilities/skills
▪ Can be learned, especially through coaching
▪ EI increases with age -- maturity
4-17
Job Satisfaction
4-18
EVLN: Responses to
Dissatisfaction
• Leaving the situation
Exit • Quitting, transferring
4-19
Job Satisfaction and
Performance
4-20
Service Profit Chain at
Clydesdale Bank
Clydesdale Bank in Scotland
improved customer service by
applying the service profit
chain model. It gave its contact
center employees more
positive experiences at work.
4-21
Service Profit Chain Model
Job satisfaction increases customer
satisfaction and profitability
Organizational
practices because:
1. Job satisfaction affects mood,
Employee
satisfaction leading to positive behaviors toward
and customers
commitment
Customer
Customer Company
Service satisfaction/p
loyalty and profitability
quality erceived
referrals and growth
value
4-22
Organizational Commitment
▪ Affective commitment
• Emotional attachment to, identification with, and
involvement in an organization
▪ Continuance commitment
• Calculative attachment – stay because too costly
to quit
4-23
Building Affective
Commitment
Shared
• Values congruence
Values
4-24
What is Stress?
4-25
General Adaptation Syndrome
Stage 1 Stage 2 Stage 3
Alarm Reaction Resistance Exhaustion
Normal
Level of
Resistance
4-26
Consequences of Distress
Cardiovascular disease,
Physiological hypertension, headaches
Dissatisfaction, moodiness,
Psychological depression, emotional fatigue
4-27
What are Stressors?
4-28
Psychological Harassment
4-29
Work Overload and Task Control
Stressors
▪ Work Overload
• Working more hours, more
intensely than one can cope
• Affected by globalization,
consumerism, ideal worker norm
▪ Task Control
• Due to lack control over how and
when tasks are performed
• Stress increases with
responsibility
4-30
Individual Differences in
Stress
Individual differences that minimize distress:
▪ Better physical health – exercise, lifestyle
▪ Appropriate stress coping strategies
▪ Lower neuroticism
▪ Higher extraversion
▪ Positive self-concept
▪ Lower workaholism
4-31
Managing Work-Related Stress