emotions & attitude presentation

8/3/2019 Emotions & Attitude Presentation

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Emotions and Attitude

Class: Ex-PGDMDate: June 28, 2011

Presented by:

Kanhaiya Manda (04)

Shanta Kakodkar (14)

Arun Kumar Nigam (24)


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What is Attitude? An evaluative statementwhich can befavorable or unfavorable

about objects, people or events. It reflecthowwefeelabout

something.

I Like smoking I like playing football I hate my boss


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My supervisor gave a

promotion to a coworker

who deserved it less than

me.

Mysupervisor is unfair.

I dislike mysupervisor!

Im looking for other work;

Ive complained about my

supervisor to anyone who

would listen.

Negative

attitude towards

supervisor

How does one form Attitude?


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Components of Attitude

Cognitive Component(Cognitive = Evaluation)

Affective Component(Affective = Feeling)

Behavioral Component(Behavioral = Action)

Includes the beliefs,

opinions, and information

a person has about the

object

The persons emotions or

feelings about the object

Sets the stage for the more

critical parts of an attitude

Leads to behavioral

outcomes

Is the persons intention to

behave in a certain way

toward someone or

something

Understanding the components of attitude is particularly important when

attempting to change attitudes


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Does behavior always follows attitude?

We love Cricket, but does everybody becomes a cricketer?

We like n number of girls, but do we marry everyone?

We may not like a certain brand, but will we say no if someone

gifts us the same brand product?

These are some cases of differences between a persons attitude and his behavior.

What is this called then?


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Cognitive Dissonance

Condition or situation in which two attitudes or a behaviorand an

attitude conflicts.

According to Leon Festinger(A Researcher in 1960)

Any form of inconsistency is uncomfortable.

People seek consistency among their attitudes and between their attitudes and

their behavior.

They do this byaltering their attitudes or the behavioror bydeveloping a

rationalisation for the discrepancy.

Ex: How we try to rationalise - why we joined SIMS Ex-PGDM


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Desire to Reduce Dissonance

Difficult to avoid dissonance completely

Ex: Eating junk food is not good for health, but we still eat by thinking that we

wont do this next time or we wont do this offten.

Desire to reduce dissonance depends on

Importance of elements creating dissonance

Ex: Telling Lie; Working at wrong place

Degree ofindividual influence over elements (Control over the elements)

Ex: Corruption

Rewards involvedin dissonance


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Measuring Attitude Behavior Relationship

Important attitudes tend to show a strong relationship to behavior

Important Attitudes fundamental values, self interest, or identification with

individuals or groups that a person values

Specific attitudes tend to predict specific behaviors,whereas general attitudes

tend to best predict general behavior. Ex: Asking about intention to staying with an organisation and asking about his job satisfaction

Morewe talk about or express our attitude towards a subject, the more we are

likely to remember it, and the more likely it is to shape our behavior.

Discrepancies between attitudes and behavior are more likely to occur when

social pressure to behave in a certain ways hold exceptional power. Ex: Employee from Cigarette; Arranged Marriages

Strongerattitude behavior relationship, if an attitude refers to something with

which the individual has direct personal experience. (EX: Experience of Accident)


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Attitudes in Organisation Job Satisfaction

Aperson's evaluation ofhis or her job and work context

A collection ofattitudes about specific facets of thejob

JobSatisfaction

SupervisorSupervisorJobJobContentContent

CoCo--workersworkers

Working ConditionsWorking Conditions

Career ProgressCareer Progress

Pay and BenefitsPay and Benefits


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EVLN: Responses to Dissatisfaction

Exit Voice

LoyaltyNeglect

Constructive

Active

Passive

Destructive


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Job Satisfaction and Work Outcomes

Happyworkers are somewhat more productive, but:

General attitude is apoor predictorofspecific behaviors

Job performance affects satisfaction onlywhen rewarded

Job satisfaction and motivation have little effectin jobs with little employee

control

Job satisfaction increases customer satisfaction and organizational

profitability

Because it affects moodpositive behaviors to customers

Decreases turnover

more consistent,familiar service


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Attitudes in Organisation Job Involvement

Job Involvement

The degree to which people identify psychologicallywith their job and consider

their perceived performance level important to self-worth.

Employeewith strong level of job involvement strongly identifywith and really

care about the kind ofwork they do.

Psychological Empowerment

Employees beliefs in the degree to which they influence their work

environment, their competence the meaningfulness of their job, and the

perceived autonomy in their work.


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Attitudes in Organization Organizational Commitment

Affective commitment

Emotional attachment to, identificationwith, and involvement in an

organization

Continuance commitment

Belief that staying with the organization serves your personal interests

Normative commitment

Obligation to remain with the organisation for moral or ethical reasons.


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Emotions

Emotions are intense feelings that arise spontaneouslyrather than

through conscious effort


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Attitudes Emotions

Judgments about an objectJudgments about an object Feelings toward an objectFeelings toward an object

Usually stable for days or longerUsually stable for days or longer Occur briefly, usually lasting minutesOccur briefly, usually lasting minutes

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

Attitudes vs. Emotions


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Types ofEmotions

Positive

Emotions

Negative

Emotions

Nervousness

Stress

Fear

Anxiety

Cheerfulness

Happiness

Excitement

Self

Confidence

Anger

Frustration


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Functions ofEmotions

Social Function

Decision Making

Function

Role ofEmotion

inMemory

It is not just enough to be rational. Emotions help interpret the world.

In social interaction it is very important to know ones emotions and the

emotions of the person you are interacting with.

Differentiate managers from computers. If only logic was enough to make

to a decision we wont need managersrobots would have been enough.

Emotions like motivation, instinct, aggression all affect thinking and

decision making.

Helps in decision making in critical situations.

Ex: fear prevents us from taking dangerous or risky decisions.

Helps in analysing the need, and in deciding to implement or avoid.

Studies have shown that emotionally charged events are remembered

better


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Sources ofEmotions and Moods

Personality: the personality of the individual decides to what extent and intensity

a person experiences a particular emotion or mood

Stress: stress can worsen our mood. The more the stress the more negative the

emotion

Social Activities: social activities usually increase positive mood and emotions

Sleep: less sleep or poor quality sleep puts people in a bad mood

Exercise: regular exercise enhances positive emotions

Age: emotional experience improves with age and as we grow older we experience

fewer negative emotions

Gender: studies have shown that woman experience emotions more intensely andare more emotionally expressive than men


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Impact ofEmotions on Attitude

Can be measured through physiological cues like facial expression,

vocal changes and body rate measures like increased body tension and

increased heart rate.

The impact of an emotional appeal on attitude is influenced by:

Attitude Accessibility: ifyour attitude towards a particular object or event is easily accessible

to you, it is more resistant to change.

Issue Involvement: If involvement in the issue is high it is more difficult to change attitude with

emotional appeal

Characteristics of the Source: quality of content of the message, personality of the source, non

verbal communication also affect attitude

Self Efficacy: confidence that the person has in dealing with the situation determines his

resistance to an emotional appeal


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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

Challenges ofEmotional Labor:

Cultural implications

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

Potentially stressful with surface acting

Less stress through deep acting


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Emotional Intelligence

Emotional Intelligence is a persons ability to:

Be aware of his own emotions Detect emotions in others

Manage the emotional cues and information successfully

The ability to persist in the face of set backs and failures


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Pros and Cons ofEmotional Intelligence

Pros:

Emotional Intelligence can help a person influence people and manage relationships with

colleagues, subordinates, customers and bosses

Emotions have the power to motivate and knowing how to make the right use of emotions

keeps the work force positive and motivated

Teams that have emotionally intelligent people would perform more efficiently as they spend

more time solving problems than blaming others

Cons:

Emotional Intelligence is a very vague concept that is studied by different researchers from

different angles

Unlike general intelligence it is not possible to quantify and measure Emotional Intelligence

Emotional Intelligence is very closely related to intelligence and personality and has nothing

new to offer


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Applications of Emotions in the Corporate World

Selection of Employees: EI is considered by employers while selecting employees specially in

the service industries which require high social interaction

Decision Making: positive emotions help make good decisions, solve problems and speed up

the decision making process

C

ustomer Service: a positive emotion from an employee makes a customer react positively. Thisis called Emotion Contagion. A positive attitude increases the chances of a sale

Interpersonal conflict: emotional intelligence helps to identify the emotional elements in a

conflict and get the conflicting parties to work through their emotions.

Leadership:effective leaders use feelings to convey their messages. When the leaders are

enthusiastic and active they energise their subordinates and convey a sense of enthusiasm and

optimism in them.


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Generating Positive Emotions at Work

The emotions-attitudes-behavior model illustrates that attitudes are

shaped by ongoing emotional experiences. Thus, successful companies actively create more positive than negative

emotional episodes.


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Employee-Customer-Profit Chain

Company

Practices

Company

Practices

Satisfied

Employees

Satisfied

Employees

Lessattrition

Consistentservice

Lessattrition

Consistentservice

Customers

Perceived

Value

Customers

Perceived

Value

Satisfiedcustomers

Customerreferrals

Satisfiedcustomers

Customerreferrals

HigherRevenue Growth

and Profits

HigherRevenue Growth

and Profits


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