MGTS1601 Lecture Notes - Lecture 5: Emotional Labor
MGTS1601 – Lecture 5 Emotions
1) *Emotions, feelings and moods
- Emotions: the psychological, behavioural and physiological episode which
experienced towards an object, person or event
- Feelings: The subjective interpretation of emotion
- Moods: is relatively lower intensity emotions without specific target source
*Dispositional affect
- is a personal tendency to respond to the situation in a stable and predictable
way
*State affect
- is a term which is similar to the mood, is how we feel in the moment
*Emotional Intelligence
- According to Ashkanasy & Daus: Three streams of emotional intelligence
1) Stream 1: Ability Model - Perceiving, understanding, assimilating and
managing
2) Stream 2: Self and peer rating of behaviour
3) Stream 3: Other models of emotional intelligence
*Emotional labour
- refers to a situation whereby employees express their organisational desired
emotion during the interpersonal transactions
- Emotional dissonance: refers to the inconsistencies between the emotions
we fell and the emotion that we project
2) *Stress
- is the dynamic condition in which an individual is confronted with an
opportunity and constraint which he or she desire yet it turns out an outcome
that is uncertain and important
*Change agent
- refers to the person who possess enough knowledge and power to guild and
facilitate the change effort
*Tree-step change Model
1) Unfreezing
- refers to the change effort to overcome pressure of both individual
resistance and group conformity
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