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Copyright 2015 Pearson Education, Inc.

Chapter 4: Emotions and Moods

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QUESTIONS WE WILL
ANSWER TODAY?

What are moods and emotions? How different are

they?
Why are they important in managing employees?
What factors determine what emotions and
moods an employee will have?
What is the impact of emotional labor on
employees?
What is emotional intelligence?
What are the strategies for emotion regulation
and their likely effects?
What are the effects of emotions and moods on
employees?
Copyright 2015 Pearson Education, Inc.

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Differentiate Between
Emotions and Moods

LO 1

In the past, emotions were ignored in OB

Myth of rationality
Managers worked to make emotion-free
environments.
Emotions were believed to be disruptive.
Emotions interfered with productivity.
Now we know that emotions cant be
separated from the workplace.
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Differentiate Between
Emotions and Moods

LO 1

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Copyright 2015 Pearson Education, Inc.

LO 1
Differentiate
Between
Emotions and Moods

Six essentially universal emotions

1. Anger
2. Fear
3. Sadness
4. Happiness
5. Disgust
6. Surprise
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Differentiate Between
Emotions and Moods

LO 1

May be placed along a spectrum of

emotion

Disgust
Happines Surprise Fear Sadness Anger Disgust
s

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 Moods influence how employees perceive reality,

this way they influence work
Positivity offset: With no emotional event, most people have a
mildly positive affect

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Discuss Whether Emotions Are

Rational and What Functions They
Serve

LO 2

Decision Making

Thinking

Feeling

Bechara et al. (1999) ,Journal of

Neuroscience: Gamblers with brain damage in
AMYGDALA that regulates emotions did NOT
learn from mistakes and lost more money.
Feeling bad when making a mistake leads
people to modify their behavior and be more
rational in the future.
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"Fearful people made pessimistic

judgements of future events whereas
angry people made optimistic judgements
(Lerner et al., 2000)

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Discuss Whether Emotions Are

Rational and What Functions They
Serve

LO 2

Do emotions make us ethical?

Research on moral emotions questions the previous belief that
ethical decision making is based on higher-level cognitive
processes.
People who are behaving ethically are at least partially making
decisions based on their emotions and feelings, and this
emotional reaction will often be a good thing.
Examples of moral emotions include
sympathy for the suffering of others,
guilt about our own immoral behavior,
anger about injustice done to others,
contempt for those who behave unethically, and
disgust at violations of moral norms.
Numerous studies suggest that these reactions are largely based on
feelings rather than on cold cognition.
Copyright 2015 Pearson Education, Inc.

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LO 3
Identify
the Sources of
Emotions and Moods

Personality
Moods and emotions have a trait
component.
Affect intensity how strongly people
experience their emotions.
Time of Day
There is a common pattern for all of us.
Happier in the midpoint of the daily
awake period.
Day of the Week
Happier toward the end of the week.
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LO 3
Identify
the Sources of
Emotions and Moods

Weather
Illusory correlation no effect.
Stress
Even low levels of constant stress can
worsen moods.
Social Activities
Physical, informal, and dining activities
increase positive moods.
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LO 3
Identify
the Sources of
Emotions and Moods

Sleep
Poor sleep quality increases negative
affect.
Exercise
Does somewhat improve mood,
especially for depressed people.

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LO 3
Identify
the Sources of
Emotions and Moods

Age
Older people experience fewer negative
emotions.
Sex
Women tend to be more emotionally
expressive, feel emotions more
intensely, have longer-lasting moods,
and express emotions more frequently
than do men.
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Show the Impact Emotional

Labor Has on Employees

LO 4

Emotional labor an employees

expression of organizationally desired
emotions during interpersonal
transactions at work.
Emotional dissonance occurs when
employees have to project one emotion
while simultaneously feeling another.
Can be very damaging and lead to
burnout.
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Show the Impact Emotional

Labor Has on Employees

LO 4

Types of Emotions
Felt: the individuals actual emotions.
Displayed: required or appropriate
emotions.
Surface acting: hiding ones inner
feelings and foregoing emotional
expressions in response to display
rules.
Deep acting: trying to modify ones
true inner feelings based on display
rules.
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Describe
Affective Events
LO 5
Theory and Identify Its
Applications

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LO
6
Contrast

the Evidence For and Against

the Existence of Emotional Intelligence

Emotional Intelligence is a persons

ability to
Perceive emotions in the self and
others.
Understand the meaning of these
emotions.
Regulate ones emotions accordingly in
a cascading model.
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LO
6
Contrast

the Evidence For and Against

the Existence of Emotional Intelligence

EI is controversial and not wholly

accepted.
The case for EI
Intuitive appeal.
Predicts criteria that matter.
Is biologically-based.

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LOContrast
6

the Evidence For and Against

the Existence of Emotional Intelligence

EI is controversial and not wholly

accepted.
The case against EI
Researchers do not agree on
definitions too vague as a concept.
Cant be measured.
Is nothing but personality with a
different label.
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Identify
Strategies
for
Emotion
LO 7
Regulation and Their Likely
Effects
Emotion regulation involves identifying
and modifying the emotions you feel.
Effective emotion regulation techniques
include:
Acknowledging rather than
suppressing emotional responses to
situations.
Re-evaluating events after they occur.
Venting.
Changing your emotions takes effort, and
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this effort can
be 2015
exhausting.

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Identify
Strategies
for
Emotion
LO 7
Regulation and Their Likely
Effects
Selection
EI should be a hiring factor, especially
for social jobs.
Decision Making
Positive emotions can lead to better
decisions.
Negative emotions slower decision
making
Creativity
Positive mood increases flexibility,
openness,Copyright
and 2015
creativity.
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Identify
Strategies
for
Emotion
LO 7
Regulation and Their Likely
Effects
Motivation
Positive mood affects expectations of
success.
Feedback amplifies this effect.
Leadership
People in positive mood are more
willing to accept
messages from organizational leaders.
Positive mood makes people less
vigilant and
picky
NegotiationCopyright 2015 Pearson Education, Inc.

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Effects of emotions and moods

at work

LO 7

Customer Service
Emotions influence customer service.
This influences repeat business and
customer
satisfaction.
Emotional contagion = catching
emotions
Job Attitudes
A good day at work tends to be followed
by a good
mood at home and vice versa.
This usually
dissipates
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2015 Pearson Education,overnight.
Inc.

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Identify
Strategies
for
Emotion
LO 7
Regulation and Their Likely
Effects
Deviant Workplace Behaviors
Negative emotions lead to workplace
deviant
behaviors.
Actions that violate norms and
threaten the
organization.
Safety and Injury at Work
Dont do dangerous work when in a bad
mood.
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Apply Concepts about

LO
8
Emotions
and Moods to Specific OB
Issues

How can managers create moods?

Use humor and praise to increase
employees
positive moods.
Being in a good mood oneself can result
in more
positivity and better cooperation.
Selecting positive team members can
have a
contagion effect.
Copyright 2015 Pearson Education, Inc.

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Implications for Managers

To foster effective decision making, creativity,
and motivation in employees, look to model
positive emotions and moods as much as is
authentically possible.
Provide positive feedback to increase the
positivity of employees.
In the service sector, encourage positive
displays of emotion, which make customers
feel more positive and thus improve customer
service interactions and negotiations.
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Implications for Managers

Regulate your intense emotional
responses to an event by recognizing the
legitimacy of the emotion and being
careful to vent only to a supportive
listener who is not involved in the event.
Be careful not to ignore co-workers and
employees
emotions; do not assess others behavior
as if it were
completely rational.
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mechanical, photocopying, recording, or otherwise, without the prior written
permission of the publisher. Printed in the United States of America.
Copyright 2013 Pearson Education, Inc.
publishing as Prentice Hall

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