Emotions Attitudes Job Satisfaction Chapter 4 Chapter 4

Emotions, Attitudes & Job Satisfaction Chapter # 4

Chapter # 4 Chapter Outline n n n 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 2

Emotion Vs Mood p Emotions are intense feelings that are directed at someone or something, e. g. Happiness, surprise, fear, sadness etc. p 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. p Emotions and Moods can influence each other. Prof. Jahanzaib Yousaf, PCIT 3

Emotions Vs Moods Emotions Moods p p p 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 p p p 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 4

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

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

Some aspects of Emotions p Gender role in emotions n p Intensity n n p Emotional stability varies in Men and Women. 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 n 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 7

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

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

Emotional Intelligence (EI) Emotional Intelligence is one’s ability to detect emotional cues and information and respond favorably in work situations. p Five key dimensions: p n n n 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 10

OB Applications of Emotions and Moods p Recruitment and Selection n p Motivation n p Positive mood affects expectations of success; feedback amplifies this effect. Leadership n n p EI should be a hiring factor, especially for social jobs. 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 n Emotions affect service quality delivered to customers which, in turn, affects customer relationships n Emotional Contagion: “catching” emotions from others Prof. Jahanzaib Yousaf, PCIT 11

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

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

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

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

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

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

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