Emotional Labor:

A situation in which an employee expresses organizationally desired emotions during interpersonal transactions.

Emotional Dissonance:

A situation in which an employee must project one emotion while simultaneously feeling another.

Variety of emotions:

• -Positive
• -Negative

Intensity of emotions:

• -Personality
• -Job Requirements

Frequency and duration of emotions:

• -How often emotions are exhibited.
• -How long emotions are displayed.

GENDER AND EMOTIONS

Women:

• -Can show greater emotional expression.
• -Experience emotions more intensely.
• -Display emotions more frequently.
• -Are more comfortable in expressing emotions.
• -Are better at reading others’ emotions.

Men:

• -Believe that displaying emotions is inconsistent with the male image.
• -Are innately less able to read and to identify with others’ emotions.
• -Have less need to seek social approval by showing positive emotions.

AFFECTIVE EVENTS THEORY

"Emotions are negative or positive responses to a work environment event."

• -Personality and mood determine the intensity of the emotional response.
• -Emotions can influence a broad range of work performance and job satisfaction variables.

Implications of the theory:

• -Individual response reflects emotions and mood cycles.
• -Current and past emotions affect job satisfaction.
• -Emotional fluctuations create variations in job satisfaction.
• -Emotions have only short-term effects on job performance.
• -Both negative and positive emotions can distract workers and reduce job performance.

UNDERSTANDING EMOTIONS

Ability and Selection:

• -Emotions affect employee effectiveness.

Decision Making:

• -Emotions are an important part of the decision-making process in organizations

Motivation:

• -Emotional commitment to work and high motivation are strongly linked.

Leadership:

• -Emotions are important to acceptance of messages from organizational leaders.

Interpersonal Conflict:

• -Conflict in the workplace and individual emotions are strongly intertwined.

Customer Services:

• -Emotions affect service quality delivered to customers which, in turn, affects customer relationships.

Deviant Workplace Behaviors:

• -Negative emotions lead to employee deviance  (actions that violate norms and threaten the organization).
• -Productivity failures
• -Property theft and destruction
• -Political actions
• -Personal aggression

Emotional Intelligence:
An assortment of noncognitive skills, capabilities, and competencies that influence a person’s ability to succeed in coping with environmental demands and pressures.

Emotional Intelligence (EI):

• -Self-awareness
• -Self-management
• -Self-motivation
• -Empathy
• -Social skills
• -Research Findings
• -High EI scores, not high IQ scores, characterize high performers.

Thank you,
R,Rajkumar