Transcript Chapter Eleven - My Illinois State

Processes of emotion
in the workplace
Chapter 11
Emotion in the
Workplace
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Part of the job-Hot emotion vs. cool logic
 Bounded rationality-decisions limited by
cognitive and situational factors (Learning
Organizations)
 Emotion (affective content) = A mental
state that arises spontaneously rather than
through conscious effort and is often
accompanied by physiological changes; a
feeling: the emotions of joy, sorrow,
reverence, hate, and love.
 Bounded emotionality-emotional quotient
Emotional Labor
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Emotional labor: jobs in which workers are
expected to display certain feelings to satisfy
organizational role expectations (Hochschild)
Genuine (deep acting) vs. Managed emotion
(surface acting)-Emotional Dissonance
EXAMPLES????
Research (p. 200)
– Front-line service workers-EL is way to increase
profits
– Emotion should be controlled-Mask your bad day
w/ smile!
– QUESTION? What a/b spontaneous expressions
of genuine emotions?
Emotion in the
Workplace
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Work relationships create the potential for intense
emotion in organizations (such as anger,
frustration, elation, excitement, boredom)
– Tension between public and private in work
relationships
• Friend becomes boss
– Relational networks and emotional “buzzing”
• Moods & attitudes spread
– Conflicting allegiances
• Personal vs. organizational
– Emotional rights and obligations at work
• Disruption of moral expectations
Emotional Display Rules
(p. 204)
Express in a professional manner
 Express to improve situations
 Express to the right people
 Express to help individuals
 Don’t manage for personal benefit to the
detriment of others
 Expression of certain emotions is
always inappropriate
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Emotional Intelligence
EQ
Emotions dynamically affect our
thoughts, behaviors, decisions, and
communication
 Skill (IP Competencies) in effectively
appraising, understanding, regulating,
expressing, & managing emotions in
oneself & others
 Use of feelings/attitude to motivate,
plan, & achieve in one’s life
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Emotional Intelligence
EQ
Ability to know what you’re feeling,
manage your moods, optimistically
function even while faced w/ challenges,
& restrain negative feelings
 Self awareness, self control, &
situational awareness
 Skill that can be developed through
training
 Critique-”marketable product” that
masks authentic feelings
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Stress
Aspects of environment (stressors)
that create strain (BO) which can
lead to negative psychological,
physiological, and organizational
outcomes
 Roots in physical arousal back to stone
age (flight or fight)
 Only recently (last 30 years) human
stress connected to health factors
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Stress (cont.)
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70-80% of all disease and illness is stress
related
The tension or force placed on an object to
bend or break it (physics)
Absence of inner peace (Eastern)
A loss of control (Western)
Any change experienced by an individual
(King)
A state of anxiety produced when events and
responsibilities exceed one’s coping abilities
(Lazurus – psychological)
Stress (cont.)

The rate of wear and tear on the body
(physiology)
 The nonspecific response of the body to any
demand placed upon it to adapt, whether that
demand produces pleasure or pain (Selye)
 The inability to cope with a perceived (real or
imagined) threat to one’s mental, physical,
emotional, and spiritual well being which
results in a series of physiological responses
and adaptations (holistic)
 Stress is not the event but the reaction to the
event
Burnout (BO)
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Chronic condition
 Wearing out from pressures at work
– Emotional exhaustion
– Lack of personal accomplishment
– De-personalization
 Workplace stressors
– Workload
– Role conflict
– Role ambiguity
– Stressors outside of workplace
Burnout (BO)
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Individual predisposition to BO
– Stress Inventories (class homepage/links)
– Type A
– Hardiness
– Internal locus of control
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Outcomes of BO on satisfaction,
commitment, loyalty, productivity
– Physiological
– Attitudinal
– Behavioral
Work-Life Balance
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Defined
– Coexisting success and enjoyment in both one’s
personal and professional life
– Development, implementation, and facilitation of
programs, practices and initiatives that enable
employees to balance their work and personal lives
– How you juggle the demands of your job and of your
personal commitments and how they affect one
another
– Achievement and enjoyment in private and personal
life
 Time Squeeze- the idea that individuals will try to
squeeze more than 24 hours out of a day, or more than
the available waking hours out of the day to accomplish
extra tasks (Schor).
Work-Life Imbalance: What’s Out of
Whack?
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Life
– Peer pressure, Spousal pressure, Family
pressure, Associate pressure, Major Life Events
 Work
– Rituals & ceremonies
– Boss
– High performance & expectations
– Peers
– Others
 EFFECTS
– Burnout
– Stress/strain
– Turnover/unsatisfied workers/lower production
Communication &
BurnOut
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Communication interactions
– Communication load
– Role conflict & ambiguity
– Communication networks
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“Emotional labor” & communication
– Degree of emotional content
– Workers are expected to display certain faces to
satisfy org. roles & expectations
– Workers at risk
Communication & BurnOut
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“Emotional labor” & communication
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FR of emotional displays
Attentiveness to required display rules
Variety of expressed emotions
Emotional dissonance
Empathy, communication, and BO
– Human service workers
– Empathy
• Emotional contagion-feeling w/ another
• Empathic concern-feeling for another
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Communicative responsiveness w/ Empathic
Concern experiences less BO and more
commitment (detached concern)
Techniques for dealing
w/ org. stress
Problem-focused coping- dealing
directly with the causes of burnout
 Appraisal-focused coping- changing the
way one thinks about the stressful
situation
 Emotional-focused coping- dealing with
the negative outcomes of burnout
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Techniques cont.
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Coping using Participation in Decision Making
– Reduces the workplace stressors of role conflict
and role ambiguity
– Employees feel more valued
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Functions of social support
– Emotional support
– Informational support
– Instrumental support
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Sources of support
– Supervisors
– Co-workers (peers)
– Family and friends