emotions and emotional intelligence 2011

8/3/2019 Emotions and Emotional Intelligence 2011

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Emotions and EmotionalIntelligence


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Why Were Emotions Ignored in

OB? The Myth of Rationality

Emotions were seen as irrational

Managers worked to make emotion-freeenvironments

View of Emotionality

Emotions were believed to be disruptive

Emotions interfered with productivity

Only negative emotions were observed

Now we know emotions cant be separated from

the workplace


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What Are Emotions?

MoodsFeelings that tend to be

less intense than emotionsand that lack a contextualstimulus/Diffused and unfocused.

EmotionsIntense feelings that are

directed at someone orsomething. They are object-specific & intense/ NeuralImpulse that moves anorganism to action

AffectA broad range of emotions that

people experience.


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Three Components of Emotions

Expressive ComponentBody Language

Physiologicalcomponent- Arising of

emotions- heart rate,blood pressure,blushing, etc.

Cognitive component-conscious experience of

emotions


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Types of Emotions Positive Primary Emotions( Instinctive Responses) Love/Affection

Happiness/Joy

Surprise

Negative Primary Emotions

Fear

Sadness

Anger Disgust

Shame


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Emotion Continuum

.

The closer any two emotions are to each other onthe continuum, the more likely people are to

confuse them.


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Emotions and Facial Expressions
http://face-and-emotion.com/dataface/emotion/x_happy.htmlhttp://face-and-emotion.com/dataface/emotion/x_surpri.htmlhttp://face-and-emotion.com/dataface/emotion/x_disgust.htmlhttp://face-and-emotion.com/dataface/emotion/x_fear.htmlhttp://face-and-emotion.com/dataface/emotion/x_anger.htmlhttp://face-and-emotion.com/dataface/emotion/x_sad.html


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What is the Function of Emotion? Do Emotions Make Us Irrational?

Expressing emotions publicly may be damagingto social status

Emotions are critical to rational decision-making

Emotions help us understand the world aroundus

What Functions Do Emotions Serve?

Darwin argued they help in survival problem-solving Evolutionary psychology: people must

experience emotions as there is a purposebehind them

Not all researchers agree with this assessment


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Emotion Dimensions Variety of emotions

Positive

Negative

Intensity of emotions

Personality

Job Requirements

Frequency and duration of emotions

How often emotions are exhibited. How long emotions are displayed.


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Gender and Emotions Women

Can show greater emotional expression.

Experience emotions more intensely.

Display emotions more frequently.

Are more comfortable in expressing emotions.Are better at reading others emotions.

Men

Believe that displaying emotions is inconsistent with the

male image.Are innately less able to read and to identify with others

emotions.

Have less need to seek social approval by showingpositive emotions.


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External Constraints on Emotions

OrganizationalInfluences

CulturalInfluences

IndividualEmotions


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Experiencing and Expressing

Feelings

Accept- What is thisfeeling?

What is this feeling tellingme about this situation?

Why has this feelingcome up right now?

ACCEPT THINK LEARN

EMOTIONS COULD BE ABOUT PAST /PRESENT /FUTURE


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Affective Events Theory (AET) Emotions are negative or positive responses to a work

environment event.

Personality and mood determine the intensity of the emotionalresponse.

Emotions can influence a broad range of work performanceand job satisfaction variables.

Implications of the theory:

Individual response reflects emotions and mood cycles.

Current and past emotions affect job satisfaction. Emotional fluctuations create variations in job satisfaction.

Emotions have only short-term effects on job performance.

Both negative and positive emotions can distract workers andreduce job performance.


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Affective Events Theory (AET)


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Emotional Labor

An employees expression of organizationallydesired emotions during interpersonal transactionsat work

Emotional Dissonance: Employees have to project one emotion while

simultaneously feeling another Can be very damaging and lead to burnout

Types of Emotions: Felt: the individuals actual emotions Displayed: required or appropriate emotions

Surface Acting: displaying appropriately but not feeling thoseemotions internally

Deep Acting: changing internal feelings to match display rules- very stressful


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OB Applications of UnderstandingEmotions

Ability and Selection Emotions affect employee effectiveness.

Decision Making Emotions are an important part of the decision-

making process in organizations. Motivation

Emotional commitment to work and high motivationare strongly linked.

Leadership Emotions are important to acceptance of messages

from organizational leaders.


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OB Applications (contd) Interpersonal Conflict

Conflict in the workplace and individual emotions arestrongly intertwined.

Customer Services Emotions affect service quality delivered to customers

which, in turn, affects customer relationships.

Deviant Workplace Behaviors Negative emotions lead to employee deviance (actions

that violate norms and threaten the organization).

Productivity failures Property theft and destruction

Political actions

Personal aggression


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SOCIAL INTELLIGENCE Thorndike(1920)-The ability to understand and

manage people-to act wisely in human relations

Howard Gardner(1983)- multiple intelligences-linguistic, logical- mathematical, spatial,

musical, bodily-kinesthetic & interpersonal &

intrapersonal intelligence

Interpersonal Intelligence-the ability tounderstand other people-what motivates them,how to work with them, how to cooperate withthem

Intrapersonal Intelligence- the ability to


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EMOTIONAL INTELLIGENCE Emotional Intelligence (EI)

Self-awareness

Managing emotions

Motivating oneself

Empathy Handling relationships

Research Findings

High EI scores, not high

IQ scores, characterizehigh performers.

The ability to monitor

ones own and othersemotions to discriminateamong them and to usethe information to guide

ones thinking andbehaviour


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Five Domains of Emotional

Intelligence

Self-awareness: observing yourself and recognizinga feeling as it happens

Managing emotions: handling feelings, realizingwhat is behind a feeling, finding ways to handlefears, anxieties, anger and sadness

Motivating oneself: chanelling emotions in theservice of a goal, emotional self-control( delayinggratification and stifling impulses)


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Five Domains of Emotional

Intelligence ( contd)

Empathy: sensitivity to others feelings andconcerns and taking their perspective

Handling relationships: managing emotions inothers, social competence and social skills

emotions and emotional intelligence 2011

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