SMG OB 221 Chapter Notes - Chapter 4: Emotional Labor, Absenteeism, Telecommuting
12 Oct 2018
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Chapter 4 - workplace emotions, attitudes, and stress. Psychological, behavioral, and physiological events that create a state of readiness. Evaluation (core affect) should event or object be avoided or approached. Negative emotions generate stronger activation than positive emotions. Negative emotions are more intense and give a lasting impact. Attitudes = beliefs + feelings + behavioral intentions. Beliefs = perceived facts formed from experience. Behavioral intentions = motivation to behave a certain way - formed from feelings - motivational drive. Effort, planning, control to show certain emotions. Ex: smiling when you don"t want to - customer service. Emotional dissonance tension when trying to show required emotions different from true emotions. Think of emotional labor as professional skill. Engage in deep acting, not surface acting. Emotional intelligence hierarchy - 4 main abilities to achieve emotional intelligence. Management of others" emotions (console ppl, inspire ppl etc. ) Can develop ei through training, coaching, practice, feedback. How people like (satisfaction) or dislike (dissatisfaction) their jobs.
