MGMT2100 Study Guide - Final Guide: Display Rules, Emotional Labor, Decision-Making
Emotions in Business Communication
Traditional View of Emotionality
• The Mth of Ratioalit
o Emotions were seen as irrational.
o Managers worked to make emotion-free environments.
• View of Emotionality
o Emotions were believed to be disruptive and to interfere with productivity.
• No e ko eotios a’t e separated fro the orkplae.
How might emotions affect you and your communication?
• Affect the way you see things (noise in the communication process).
• Make you under- or overreact.
• In itself your eotioal displa a ouiate soethig that ou do’t at to ouiate (a
frown, a smile, etc.)
Emotional Display Rules at Work
• Theorists do not agree over whether you can choose the emotions you feel.
• However, you can control the ways in which you express your emotions.
• Emotion display rules dictate which emotions should and should not be expressed under which
conditions (eg: should not burst out in laughter at a funeral).
• Display rules are influenced by:
o Relational expectations (status and familiarity
o Occupational expectations
o Cultural expectations
• Anger can be expressed with co-workers, can be slightly leaked to supervisors, but must be almost
completely suppressed with customers.
• Cultures with low power distance are more accepting of the expression of anger towards managers.
• Display rules with customers are fairly consistent across cultures, with two exceptions.
o French respondents are more accepting of anger expression with customers.
o American respondents report the highest expectation for expressing happiness to customers.
• Emotional labour – a eploee’s epressio of orgaisatioall desired eotios durig
interpersonal transactions at work.
• Emotional dissonance – employees have to project one emotion while simultaneously feeling
another. Can lead to burnout.
Types of Emotions:
• Felt: the idiidual’s atual eotios
• Displayed: required or appropriate emotions
o Surface acting – hidig oe’s ier feeligs ad forgoig eotioal epressios i respose
to display rules.
o Deep acting – trying to odif oe’s true ier feeligs ased o displa rules.
Emotional Regulation
• Emotional regulation is to identify and modify the emotions you feel.
• Strategies to change your emotions include thinking about more pleasant things, suppressing
negative thoughts, distracting yourself, reappraising the situation, or engaging in relaxation
techniques.
Emotional Intelligence
• Ability to be self-aware – recognising own emotions when experienced.
• Detect emotions in others
• Understand what emotions mean and how they affect people.
• Manage emotional cues and information.
• Emotions are discrete and functional.
Emotions Communication Information
• Intra-individual process – you communicate with yourself. How we feel can inform our decisions.
o Ituitio or the gut feelig.
o Sometimes emotions effect our judgments and actions without our conscious awareness.
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Document Summary
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