Public Administration - Municipal OBR250 Lecture Notes - Lecture 4: Workaholic, Stress (Biology), Extraversion And Introversion
7 Jun 2018
School
Department
Professor
Emotional Intelligence Model
Emotional Intelligence Hierarchy
Emotional Intelligence Outcomes and Development
EI is associated with better relations, emotional labour,
leadership, social decisions, job interviews, knowledge sharing
EI can be learned
Training, coaching, practice, feedback
EI increases with age
(maturity process)
Job Satisfaction
A person's evaluation of his or her job and work context
An appraisal of the perceived job characteristics, work
environment, and emotional experience at work
EVLN: Responses to Dissatisfaction
Job Satisfaction and Performance
Happy workers are somewhat more productive workers
But relationship isn’t stronger because:
General attitude vs specific behaviours
Low employee control over work output Job
Job performance isn’t rewarded
Service Profit Chain Model
Job satisfaction increases customer satisfaction and profitability
because:
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Document Summary
Ei is associated with better relations, emotional labour, leadership, social decisions, job interviews, knowledge sharing. A person"s evaluation of his or her job and work context. An appraisal of the perceived job characteristics, work environment, and emotional experience at work. Low employee control over work output job. Job satisfaction increases customer satisfaction and profitability because: job satisfaction affects mood, leading to positive, job satisfaction reduces employee turnover, resulting in behaviours toward customers more consistent and familiar service. Emotional attachment to, identification with, and involvement in an organization. Lower turnover, higher motivation and org citizenship. Employees stays because (a) no choice (alternative), or (b) too costly to quit. Adaptive response to situations perceived as challenging or threatening to well-being. Prepares us to adapt to hostile or noxious environmental conditions. Environmental conditions that place a physical or emotional demand on the person. People experience less stress and/or negative outcomes when they have:
