ADMS 2400 Lecture Notes - Lecture 3: Emotional Labor
27 Jun 2018
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ADMS 2400 - Session 2
Emotions
Emotions are intense feelings that are directed at someone or something. Emotions are
reactions to an object, not a trait. They're object-specific. Research has identified six universal
emotions: anger, fear, sadness, happiness, disgust, and surprise.
The Difference Between Emotions and Others
-Affect
oGeneric term that covers a broad range of feelings people experience, including
emotions and moods.
-Emotions
oIntense feelings that are directed at someone or something.
-Moods
oFeelings that tend to be less intense than emotions and that lack a contextual
stimulus.
Why Should We Care About Emotions in the Workplace?
-Emotions provide important information about how we understand the world around
us.
-People who know their own emotions and are good at reading others’ emotions may be
more effective in their jobs.
-How we manage our emotions at work has implications for how we feel about our work
and how well we perform
Emotional Labour
-When an employee expresses organizationally desired emotions during interpersonal
transactions at work.
-Formal Definition:
oThe effort, planning, and control needed to express organizationally desired
emotion in the workplace.
oThe process of regulating both feelings and expressions for organizational goals.
-Emotional dissonance: inconsistencies between felt and displayed emotions.
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Document Summary
Emotions are intense feelings that are directed at someone or something. Emotions are reactions to an object, not a trait. Research has identified six universal emotions: anger, fear, sadness, happiness, disgust, and surprise. Affect: generic term that covers a broad range of feelings people experience, including emotions and moods. Emotions: intense feelings that are directed at someone or something. Moods: feelings that tend to be less intense than emotions and that lack a contextual stimulus. Emotions provide important information about how we understand the world around us. People who know their own emotions and are good at reading others" emotions may be more effective in their jobs. How we manage our emotions at work has implications for how we feel about our work and how well we perform. When an employee expresses organizationally desired emotions during interpersonal transactions at work.
