1. Emotions, Attitudes & Job Satisfaction
Chapter # 4

2. Chapter # 4 Chapter Outline
Differentiate Emotions from Moods, and list the basic Emotions and Moods.
Discuss whether emotions are rational and what functions they serve.
Sources of Emotions and Moods.
Emotional Labor.
Emotional Intelligence. (EI)
Components of an attitude.
Major job attitudes.
Job Satisfaction and how it is measured.
Main causes of job satisfaction.
Outcomes of Job Satisfaction
Employee responses to dissatisfaction.
Prof. Jahanzaib Yousaf, PCIT

3. Prof. Jahanzaib Yousaf, PCIT
Emotion Vs Mood
Emotions are intense feelings that are directed at someone or something, e.g. Happiness, surprise, fear, sadness etc.
Moods are feelings or states of mind that tend to be less intense than emotions and are more lasting and general in nature, e.g. positive or negative mood.
Emotions and Moods can influence each other.
Prof. Jahanzaib Yousaf, PCIT

4. Prof. Jahanzaib Yousaf, PCIT
Emotions Vs Moods
Emotions
Caused by specific event/object.
Brief in duration.
Does not require a strong stimuli to appear.
Numerous forms
Action oriented in nature mostly accompanied by facial expressions
Moods
Cause is often general, multiple factors may contribute
Last longer than emotions
It can be positive or negative and may comprise of multiple emotions.
Cognitive in nature, requires the support of emotions for outward expression.
Prof. Jahanzaib Yousaf, PCIT

5. Prof. Jahanzaib Yousaf, PCIT
The Basic Emotions
Six basic Emotions:
Anger
Fear
Sadness
Happiness
Disgust
Surprise
All other emotions are subsumed under these six
Prof. Jahanzaib Yousaf, PCIT

6. Sources of Emotion and Mood
Personality
Day and Time of the Week
Weather
Stress
Social Activities
Sleep
Age
Prof. Jahanzaib Yousaf, PCIT

7. Some aspects of Emotions
Gender role in emotions
Emotional stability varies in Men and Women.
Intensity
People give different level of response to same stimuli.
Some jobs require the ability to control intensity in terms of specific emotions, e.g. Surgeons, Trial judges, Air traffic controllers.
Frequency and duration
Some jobs require frequent exhibitions of certain emotions like reception people are supposed to smile every time a customer walks in.
Prof. Jahanzaib Yousaf, PCIT

8. Prof. Jahanzaib Yousaf, PCIT
Emotions at work
Types of Emotions:
Felt emotion: Individual’s actual emotions
Displayed emotion: required emotions
Emotional Dissonance:
Employees have to project one emotion while simultaneously feeling another
Prof. Jahanzaib Yousaf, PCIT

9. Emotional Labor ( emotions at work)
An employee’s expression of organizationally desired emotions during interpersonal transactions at work.
Also called Surface Acting i.e. displaying appropriately but not feeling those emotions internally
Prof. Jahanzaib Yousaf, PCIT

10. Emotional Intelligence (EI)
Emotional Intelligence is one’s ability to detect emotional cues and information and respond favorably in work situations.
Five key dimensions:
Self- awareness (being aware of what you are feeling)
Self-Management (ability to manage on emotions)
Self-motivation (ability to persist in setbacks and failure)
Empathy (ability to sense how others a feeling)
Social skills (favorable response)
Prof. Jahanzaib Yousaf, PCIT

11. OB Applications of Emotions and Moods
Recruitment and Selection
EI should be a hiring factor, especially for social jobs.
Motivation
Positive mood affects expectations of success; feedback amplifies this effect.
Leadership
Emotions are important to acceptance of messages from organizational leaders.
Leaders who are in a good mood, use humor, and praise employees increase positive moods in the workplace.
Customer Services
Emotions affect service quality delivered to customers which, in turn, affects customer relationships
Emotional Contagion: “catching” emotions from others
Prof. Jahanzaib Yousaf, PCIT

12. Prof. Jahanzaib Yousaf, PCIT
Attitudes
Evaluative statements or judgments concerning objects, people, or events.
Individual’s Opinions, Beliefs, Feelings and intentions against the out side world.
Prof. Jahanzaib Yousaf, PCIT

13. Components of Attitude:
Cognitive component
Affective component
Behavioral component
Attitude
Behavioral
Cognitive
Affective
The emotional or feeling segment of an attitude
The opinion or belief segment of an attitude
An intention to behave in a certain way toward someone or something
Prof. Jahanzaib Yousaf, PCIT

14. Prof. Jahanzaib Yousaf, PCIT
Major Job Attitudes
Job Satisfaction
A positive feeling about the job resulting from an evaluation of its characteristics
Job Involvement
Degree of psychological identification with the job where perceived performance is important to self-worth
Organizational Commitment
Identifying with a particular organization and its goals, while wishing to maintain membership in the organization.
Prof. Jahanzaib Yousaf, PCIT

15. Prof. Jahanzaib Yousaf, PCIT
Job Satisfaction
Most important and commonly measured Job Attitude.
How to measure?
Single global rating (one question/one answer) - Best
Summation score (many questions/one average) - OK.
Prof. Jahanzaib Yousaf, PCIT

16. Causes of Job Satisfaction
Organizational Dimension
Nature of work
Work load, Time schedules
Payment issues
Team members
Personal Dimension
Personality
Competency
Knowledge
Career Objectives
Prof. Jahanzaib Yousaf, PCIT

17. Outcomes of Job Satisfaction
Job Performance
Satisfied workers are more productive AND more productive workers are more satisfied.
Organizational Citizenship Behaviors
Customer Satisfaction
Absenteeism
Turnover
Workplace Deviance
Dissatisfied workers are more likely to unionize, abuse substances, steal, be tardy, and withdraw.
Prof. Jahanzaib Yousaf, PCIT

18. Employee Responses to Dissatisfaction
Active
Destructive
Constructive
Passive
Prof. Jahanzaib Yousaf, PCIT