MGT 3400 Chapter Notes - Chapter 4: Job Performance, Customer Service, Job Satisfaction
Document Summary
We can"t set aside our emotions, but we can acknowledge and work with them. Emotions in the workplace were historically determined to be detrimental to performance. Three terms closely intertwined: affection, emotion, & moods. Affect: a broad range of feelings that people experience. Emotions: intense feelings that are directed at someone or something. Very brief in duration (seconds or minutes) Moods: feelings that tend to be less intense than emotions and that lack a contextual stimulus. Last longer than emotions (hours or days) More general (2 main dimensions- positive affect or negative affective) Some emotions are too complex to be easily represented on our faces. People do not interpret emotions from vocalizations the same way across cultures. Cultures have norms that govern emotional expression. The way we experience emotion isn"t always the same way we show it. 6 universal emotions: anger, fear, sadness, happiness, disgust, and surprise. Our experience of emotions are closely tied to our interpretations of events.
