1. Emotions Defined by Richard S. Lazarus as “complex, patterned, orgasmic reactions to how we think we are doing in our lifelong efforts to survive and flourish and to achieve what we wish for ourselves” Orgasmic-Appropriate because emotions involve the WHOLE person (biological, psychological, and social)

2. Emotions Psychologists draw a distinction between felt and displayed emotions. Emotions can play a role in both causing and adapting to stress and its associated biological and psychological problems.

3. Positive and Negative Emotions Positive: Happiness/Joy Pride Love/Affection Relief Negative: Anger Fright/Anxiety Guilt/Shame Sadness Envy/Jealousy Disgust

4. Moods are Contagious Study over 131 Bank tellers (92% female) and 220 exit interviews with customers. Tellers who expressed positive emotions had more satisfied customers. In a study of nurses and accountants it was found that both bad and good moods tended to be contagious.

5. “Smile, Look happy for the customers” Studies have shown that even if you are smiling, customers can tell you are faking it. Emotional Labor~ Can be detrimental to employee performing the labor. Employees might bottle up feelings and emotions, which should be expressed. This can lead to emotional exhaustion and burnout.

6. Emotional Intelligence Definition in book: Ability to manage oneself and one’s relationships in mature and constructive ways. Most people do not do well with unexpected change, and it is important to keep a cool head. Dr. Dory Hollander recommends acting classes for her clients, which helps relieve the look of pain when the unknown occurs.