MHR 405 Lecture Notes - Lecture 4: Emotional Labor, Absenteeism, Work Unit
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Chapter 4: Workplace Emotions,
Attitudes, and Stress
•Emotions are physiological, behavioral and psychological episodes experienced toward
an object, person, or event that create a state of readiness
oThese episode “waves” can last from milliseconds to a few minutes
oMoods are not directed toward anything in particular and tend to be longer-term
•To understand emotions we need to know about attitudes. Attitudes represent the
cluster of beliefs, assessed feelings, and behavioral intentions towards a person, object,
or event. The person/object/event which the attitude is directed towards is called the
oAttitudes are judgments, while emotions are experiences.
oThe attitude is built from 3 parts:
Beliefs are your established perceptions about the attitude object – what
you believe to be true. For example, you might believe that mergers
reduce a job security for employees in the merged firms. They are
perceived facts that you acquire from experience and learning.
Feelings represent your conscious positive or negative evaluations of the
attitude object. For example, your like or dislike of mergers represents
your assessed feelings.
Behavioral Intentions represent your motivation to engage in a
particular behavior regarding the attitude object. For example, you might
become motivated to look for another job after hearing about a merger.
Your feelings towards mergers motivate your behavior intentions. Which
actions you choose depends on your past experience, personality, and
social norms of behavior.
•Emotions and attitudes usually lead to behavior, but sometimes the opposite occurs
through the process of cognitive dissonance. Cognitive dissonance is a condition that
occurs when we perceive an inconsistency between our beliefs, feelings, and behavior.
This inconsistency generates emotions (such as feeling hypocritical) that motivate us to
create more consistency by changing on of these elements.
oFor example you work at a “green” oil sands company that seemed to be
environmentally friendly, until news was published that they are creating
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