MHR 405 Chapter Notes - Chapter 4: Work Unit, Eustress, Mental Model

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Attitudes: cluster of beliefs, assessed feelings and behavioral intentions towards a person, object or event (called an attitude object: attitudes are judgements whereas emotions are experiences, attitudes are more stable whereas emotions are felt very briefly. Generating positive emotions at work: companies are aware of the dual cognitive emotional attitude process and try to have more positive experiences at work. 2: some believe that positive environment should be achieved through more work-related function such as polite customers and supportive coworkers. Emotional display norms across cultures: norms about displaying/hiding true emotions vary across cultures, ethiopia and japan believe in monotone service with no expression of emotions. Emotional intelligence (ei): set of abilities to perceive and express emotions, assimilate emotion in thought, understand and reason with emotions, and regulate emotions in oneself and others: helps to improve performance in many types of jobs.

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