What Are Emotions?

Affect
Affect
AAbroad
broadrange
rangeof
offeelings
feelingsthat
thatpeople
people
experience.
experience.

Emotions
Emotions Moods
Moods
Intense
Intensefeelings
feelingsthat
thatare
are Feelings
Feelingsthat
thattend
tendto
tobe
be
directed
directedat
atsomeone
someoneor or less
lessintense
intensethan
thanemotions
emotions
something.
something. and
andthat
thatlack
lackaacontextual
contextual
stimulus.
stimulus.

4–1
 Emotional Labor

© 2003 Prentice Hall Inc. All rights reserved. 4–2

Felt versus Displayed Emotions

© 2003 Prentice Hall Inc. All rights reserved. 4–3

 Emotional Intelligence

Emotional intelligence
•• Emotional
EmotionalIntelligence
Intelligence(EI)
(EI)
–– Self-awareness
Self-awareness
The ability to –– Self-management
Self-management
detect and manage –– Self-motivation
Self-motivation
emotional cues and –– Empathy
Empathy
information. –– Social
Socialskills
skills
•• Research
ResearchFindings
Findings
–– High
HighEIEIscores,
scores,not
nothigh
highIQ
IQ
scores,
scores,characterize
characterizehigh
high
performers.
performers.

4–4
 Emotional Intelligence

Self-awareness
Being aware of what you’re feeling.
People with greater certain about their feelings are
better pilots of their life.
Self-management or regulation
Ability to manage your own emotions.
Emotionally regulated persons can think in organized
manner, they are comfortable ambiguity and change,
they are non impulsive and full with integrity.
 Emotional Intelligence

Self motivation
The ability to persists in the face of set backs and failure.
Empathy
The ability to sense how others are feelings.
It indicates to recognize emotions in others. Researches
indicates that people with high empathy are successful in
their work as well as in their social.
Social Skill
The ability to handle the emotions of others.