1 mcshane/von glinow: ob [essentials] attitudes versus emotions attitudesemotions judgments about an...

1McShane/Von Glinow: OB [essentials]

Attitudes versus Emotions

AttitudesAttitudes EmotionsEmotions

Judgments about an attitude Judgments about an attitude objectobject

Experiences toward an attitude Experiences toward an attitude objectobject

Usually stable for days or Usually stable for days or longerlonger

Occur briefly, usually lasting Occur briefly, usually lasting minutesminutes

Based mainly on rational logicBased mainly on rational logic Based on awareness of our Based on awareness of our senses senses

2McShane/Von Glinow: OB [essentials]

BehaviorBehavior

Emotions, Attitudes and Behavior

Perceived EnvironmentPerceived Environment

Attitude FeelingsFeelings

BeliefsBeliefs

BehavioralBehavioralIntentionsIntentions

Cognitive process

Emotional process

Emotional Episodes

3McShane/Von Glinow: OB [essentials]

Cognitive Dissonance

A state of anxiety that occurs when an individual’s beliefs, feelings and behaviors are inconsistent with one another

Most common when behavior is: known to others done voluntarily can’t be undone

4McShane/Von Glinow: OB [essentials]

Emotional Labor

Effort, planning and control needed to express organizationally desired emotions during interpersonal transactions.

Emotional labor higher when job requires: frequent and long duration display of emotions displaying a variety of emotions displaying more intense emotions

5McShane/Von Glinow: OB [essentials]

Emotional Labor at Four Seasons

Four Seasons excels at

consistently high customer

service, yet it also adapts its

legendary service to the local

culture. This occurs because emotional labor expectations vary from one culture to the next. Employees are also more comfortable providing emotional labor that fits the culture.

Courtesy of Four Seasons Hotels & Resorts

6McShane/Von Glinow: OB [essentials]

Emotional Labor Across Cultures

Some cultures expect people to display a neutral emotional demeanor, with minimal emotional expression and monotonic voice (e.g. Korea, Japan, Austria)

Courtesy of Four Seasons Hotels & Resorts

Other cultures allow or encourage emotional expression, where emotions are revealed through voice and gestures (e.g. Kuwait, Egypt, Spain, Russia)

7McShane/Von Glinow: OB [essentials]

Emotional Labor Challenges

Difficult to display expected emotions accurately, and to hide true emotions

Emotional dissonance Conflict between true and required emotions Potentially stressful with surface acting Less stress through deep acting

8McShane/Von Glinow: OB [essentials]

Emotional Intelligence Defined

Ability to perceive and express emotion, assimilate emotion in thought, understand and reason with emotion, and regulate emotion in oneself and others

9McShane/Von Glinow: OB [essentials]

Social AwarenessSocial Awareness

Self-managementSelf-management

Understanding and sensitivity to the feelings, thoughts, and situation of others

Controlling or redirecting our internal states, impulses, and resources

Self-awarenessSelf-awarenessUnderstanding your own emotions, strengths, weaknesses, values, and motives

Relationship Relationship ManagementManagement

Managing other people’s emotions

Lowest

Highest

Model of Emotional Intelligence

10McShane/Von Glinow: OB [essentials]

Emotional Intelligence Competencies

Self-awareness Social awareness

Self-managementRelationship management

Self(personal competence)

Other(social competence)

Recognition of emotions

Regulationof emotions

11McShane/Von Glinow: OB [essentials]

Improving Emotional Intelligence

Emotional intelligence is a set of competencies (aptitudes, skills)

Can be learned, especially through coaching

EI increases with age -- maturity

12McShane/Von Glinow: OB [essentials]

Job Satisfaction

A person's evaluation of his or her job and work context

A collection of attitudes about specific facets of the job

JobSatisfaction

SupervisorSupervisor

JobJobContentContent

Co-workersCo-workers

Working Working ConditionsConditions

Career Career ProgressProgress

Pay and Pay and BenefitsBenefits

13McShane/Von Glinow: OB [essentials]

LoyaltyLoyalty

VoiceVoice

ExitExit

NeglectNeglect

• Leaving the situation• Quitting, transferring

• Changing the situation• Problem solving, complaining

• Patiently waiting for the situation to improve

• Reducing work effort/quality• Increasing absenteeism

EVLN: Responses to Dissatisfaction

14McShane/Von Glinow: OB [essentials]

Job Satisfaction and Performance

Happy workers are somewhat more productive workers, but:1. General attitude is a poor predictor of specific

behaviors

2. Job performance affects satisfaction only when rewarded

3. Job satisfaction and motivation have little effect in jobs with little employee control (e.g. assembly lines)

15McShane/Von Glinow: OB [essentials]

Job Satisfaction and Customers

Job satisfaction increases customer satisfaction and profitability because:

Job satisfaction affects mood, leading to positive behaviors toward customers

Less employee turnover, resulting in more consistent and familiar service

16McShane/Von Glinow: OB [essentials]

Organizational Commitment

Affective commitment Emotional attachment to, identification with, and

involvement in an organization

Continuance commitment Belief that staying with the organization serves

your personal interests

17McShane/Von Glinow: OB [essentials]

Organizational Organizational comprehensioncomprehension

TrustTrust

Justice & supportJustice & support

Employee Employee involvementinvolvement

• Apply humanitarian values• Support employee wellbeing

• Employees trust org leaders• Job security supports trust

• Know firm’s past/present/future• Open and rapid communication

• Employees feel part of company• Involvement demonstrates trust

Building Organizational Commitment

Shared valuesShared values • Values congruence