emotions, attitudes & job satisfaction chapter # 4
TRANSCRIPT
Emotions, Attitudes & Job Satisfaction
Chapter # 4
Prof. Jahanzaib Yousaf, PCIT 2
Chapter # 4
Chapter Outline 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 3
Emotion Vs Mood Emotions are intense feelings that are directed at
someone or something, e.g. Happiness, surprise, fear, sadness etc.
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.
Emotions and Moods can influence each other.
Prof. Jahanzaib Yousaf, PCIT 4
Emotions Vs MoodsEmotions 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
Moods 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 5
The Basic Emotions Six basic Emotions:
– Anger– Fear– Sadness– Happiness– Disgust– Surprise
All other emotions are subsumed under these six
Prof. Jahanzaib Yousaf, PCIT 6
Sources of Emotion and Mood
Personality Day and Time of the Week Weather Stress Social Activities Sleep Age
Prof. Jahanzaib Yousaf, PCIT 7
Some aspects of Emotions Gender role in emotions
Emotional stability varies in Men and Women.
Intensity 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 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 8
Emotions at work Types of Emotions:
Felt emotion: Individual’s actual emotions Displayed emotion: required emotions
Emotional Dissonance: Employees have to project one emotion while
simultaneously feeling another
Prof. Jahanzaib Yousaf, PCIT 9
Emotional Labor ( emotions at work) An employee’s expression of organizationally
desired emotions during interpersonal transactions at work.
Also called Surface Acting i.e. displaying appropriately but not feeling those emotions internally
Prof. Jahanzaib Yousaf, PCIT 10
Emotional Intelligence (EI) Emotional Intelligence is one’s ability to
detect emotional cues and information and respond favorably in work situations.
Five key dimensions: 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 11
OB Applications of Emotions and Moods Recruitment and Selection
EI should be a hiring factor, especially for social jobs. Motivation
Positive mood affects expectations of success; feedback amplifies this effect.
Leadership 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
Emotions affect service quality delivered to customers which, in turn, affects customer relationships
Emotional Contagion: “catching” emotions from others
Prof. Jahanzaib Yousaf, PCIT 12
Attitudes
Evaluative statements or judgments concerning objects, people, or events.
Individual’s Opinions, Beliefs, Feelings and intentions against the out side world.
Prof. Jahanzaib Yousaf, PCIT 13
Components of Attitude: Cognitive component Affective component Behavioral component
The emotional or The emotional or feeling segment feeling segment of an attitudeof an attitudeThe opinion or The opinion or
belief segment of belief segment of an attitudean attitude
An intention to behave An intention to behave in a certain way toward in a certain way toward someone or somethingsomeone or something
Prof. Jahanzaib Yousaf, PCIT 14
Major Job Attitudes Job Satisfaction
A positive feeling about the job resulting from an evaluation of its characteristics
Job Involvement Degree of psychological identification
with the job where perceived performance is important to self-worth
Organizational Commitment Identifying with a particular
organization and its goals, while wishing to maintain membership in the organization.
Prof. Jahanzaib Yousaf, PCIT 15
Job Satisfaction Most important and commonly measured
Job Attitude.
How to measure? Single global rating (one question/one answer) - Best Summation score (many questions/one average) - OK.
Prof. Jahanzaib Yousaf, PCIT 16
Causes of Job Satisfaction Organizational Dimension
Nature of work Work load, Time schedules Payment issues Team members
Personal Dimension Personality Competency Knowledge Career Objectives
Prof. Jahanzaib Yousaf, PCIT 17
Outcomes of Job Satisfaction Job Performance
Satisfied workers are more productive AND more productive workers are more satisfied.
Organizational Citizenship Behaviors Customer Satisfaction Absenteeism Turnover Workplace Deviance
Dissatisfied workers are more likely to unionize, abuse substances, steal, be tardy, and withdraw.
Prof. Jahanzaib Yousaf, PCIT 18
Employee Responses to Dissatisfaction
Active
Passive
ConstructiveDestructive