Chapter 4: Emotion

and Mood
Objectives

 Differentiate between emotions and moods

 Identify the sources of emotions and moods
 Show the impact emotional labour has on employees
 Describe affective events theory
 Describe emotional intelligence
 Identify strategies for emotion regulation
 Apply concepts about emotions and moods to specific OB issues
What are Emotions and Moods?

 Affect: A broad range of feelings that people experience

 Emotions: Intense feelings that are directed at someone or
something
 Moods: Feelings that tend to be less intense than emotions
that lacks a contextual stimulus
The Basic Moods: Positive and Negative
Affect
Sources of Emotions and Moods

 Personality
 Time of day
 Day of week
 Weather
Sources of Emotions and Moods

 Stress
 Social Activities
 Sleep
 Exercise
 Age
 Gender
Emotional Labor

 Definition: A situation in which an employee expresses organizationally desired

emotions during interpersonal transactions at work
 Felt emotions: An individual’s actual emotions
 Displayed emotions: Emotions that are organizationally required and considered
appropriate in a given job
 Surface acting: hiding one’s inner feelings and forgoing emotional expressions in
response to display rules
 Emotional dissonance: inconsistencies between the emotions people feel and the
emotions they project
 Mindfulness: Objectively and deliberately evaluating the emotional situation in
the moment
Affective Event Theory

 A model that suggests that workplace events cause

emotional reactions on the part of employees,
which then influence workplace attitudes and
behaviours.
Emotional Intelligence (EI)

 EI: the ability to detect and to manage emotional cues and

information
 Perceive emotions in the self and others
 Understand the meaning of these emotions
 Regulate his or her own emotions accordingly
Emotion Regulation Influences and
Outcomes
 Emotion Regulation Techniques: Technique to employ to
change emotion
 Surface acting or “ putting on a face”
 Does not change emotion but minimize the effect of it
 Lead to exhaustion and less OCBs
OB Applications of Emotions and
Moods
 Selection
 Decision making
 Creativity
 Motivation
 Leadership
 Negotiation
 Customer service
 Job attitudes
Implication for Managers

 Emotion is the natural part of the workplace and good management

does not mean creating an emotion-free environment
 Provide positive feedback to improve positivity of employees
 Understand the role of emotions and moods to significantly improve
your ability to explain and predict your co-workers’ and others’
behaviour