1. Emotions and Moods Chapter 7
Essentials of Organizational Behavior, 9/e
Stephen P. Robbins/Timothy A. Judge
Chapter 7
Emotions and Moods

2. After studying this chapter, you should be able to:
Differentiate emotions from moods.
Discuss the different aspects of emotions.
Identify the sources of emotions and moods.
Describe external constraints on emotions.
Discuss the impact emotional labor has on employees.
Discuss the case for and the case against emotional intelligence.
Apply concepts on emotions and moods to OB issues.

3. Why have emotions been excluded from OB study?
Myth of rationality – emotions were the antithesis of rationality and should not be seen in the workplace
Belief that emotions of any kind are disruptive in the workplace

4. What are Emotions and Moods
Affect – a generic term that encompasses both emotions and moods
Emotions – intense feelings that are directed at someone or something
Moods – feelings that tend to be less intense than emotions and often lack a contextual stimulus

5. Affect, Emotions and Moods

6. Aspects of Emotions
Biology of Emotions – emotions originate in the brain’s limbic system, which is different for each person
Intensity – different people give different responses to identical emotion-provoking stimuli
Frequency and Duration – some emotions occur more frequently and emotions differ in how long they last

7. Aspects of Emotions (cont.)
Emotions and Rationality – Our emotions provide important information about how we understand the world around us.
Evolutionary Psychology – states that we must experience emotions because they serve a purpose; hard to know if this is valid all the time

8. Sources of Emotions and Moods
Personality – predisposes people to experience certain moods and emotions. Affect intensity affects the strength of the emotion
Day of week and Time of day – more positive interactions will likely occur from mid-morning onwards and also later in the week

9. Day of Week Impact on Mood

10. More Sources Weather – not an impact according to research
Stress – increased stress worsens moods
Social Activities – usually increase positive mood and have little effect on negative mood
Sleep – less sleep or poor quality sleep increases negative emotions

11. More Sources Exercise – enhances positive mood
Age – older people experience negative emotions less frequently
Gender – women show greater emotional expression, experience emotions more intensely and display more frequent expressions of emotions

12. External Constraints on Emotions
Organizational Influences – most American organizations strive to be emotion-free
Cultural Influences – cultures vary in:
Degree to which people experience emotions
Interpretation of emotions
Norms for the expression of emotions

13. Emotional Labor
An employee’s expression of organizationally desired emotions during interpersonal transactions at work
Emotional dissonance is when an employee has to project one emotion while feeling another one

14. Felt vs. Displayed Emotions
Felt emotions are the individual’s actual emotions
Displayed emotions are those that the organization requires workers to show
Surface acting is hiding our true emotions
Deep acting is trying to change one’s feelings based on display rules

15. Emotional Intelligence
One’s ability to detect and manage emotional cues and information
Five dimensions:
Self-awareness
Self-management
Self-motivation
Empathy
Social skills

16. The case for EI Intuitive appeal – it makes sense
Evidence suggests that a high level of EI predicts high job performance
Study suggests that EI is neurologically based

17. The case against EI EI is too vague a concept EI can’t be measured
EI is so closely related to intelligence and personality that it is not unique when those factors are controlled

18. OB Applications of Emotions and Moods
Selection – employers should consider EI a factor in hiring for jobs that demand a high degree of social interaction
Decision Making – Positive emotions can increase problem-solving skills and help us understand and analyze new information

19. OB Applications of Emotions and Moods
Creativity – Positive moods increase creativity
Motivation – Organizations that promote positive moods are likely to have a more motivated workforce
Leadership – Emotions help convey messages more effectively

20. OB Applications of Emotions and Moods
Interpersonal Conflict – it is critical to identify and work through the emotional elements in any conflict
Negotiation – emotions may impair negotiator performance
Customer Service – customers “catch” emotions from employees, called emotional contagion

21. OB Applications of Emotions and Moods
Job Attitudes – emotions at work get carried home but rarely carry over to the next day
Deviant Workplace Behaviors – those who feel negative emotions are more likely to engage in deviant behavior at work

22. Implications for Managers
Understand the role of emotions and moods to explain and predict behavior
Emotions and moods can increase motivation
Emotional labor recognizes that certain feelings can be part of a job’s requirements
Intense emotions can interfere with performance of complex jobs

23. Summary Differentiated emotions from moods.
Discussed the different aspects of emotions.
Identified the sources of emotions and moods.
Described external constraints on emotions.
Discussed the impact emotional labor has on employees.
Discussed the case for and the case against emotional intelligence.
Applied concepts on emotions and moods to OB issues.