Emotions Flashcards
(17 cards)
What are Emotions?
• EMOTIONS are intense, short-lived reactions that are linked to a specific cause which interrupt thought processes and behaviours.
what is Emotional Intelligence?
• EMOTIONAL INTELLIGENCE is the ability to identify, understand and manage one’s own and other people’s feelings.
What is Emotional Labour?
• EMOTIONAL LABOUR is the act of expressing organisationally required emotions during interactions with others at work, often involving a psychological effort to suppress both one’s internal emotions and one’s external behaviours.
What does Daniel goleman say about emotional intelligence
Daniel Goleman argues that emotional intelligence is more important to career success than technical skills or rational intelligence. He contends that at senior levels conventional notions of intelligence are taken for granted and high emotional intelligence is the mark of a ‘star performer’.
What does Woodrugge say about emotional intelligence
Woodruffe argues that on the contrary, emotional intelligence is not a useful concept and that its impact on job performance is highly exaggerated.
He notes a paradox concerning any emotional intelligence test where, in order to answer questions (such as ‘how much do you agree with: I can easily express emotions over the phone’), one must already be emotionally intelligent to recognise whether or not they do this.
What are the 5 core dimensions of emotional intelligence?
Self awareness Regular Feelings Motivation Empathy Social Skills
Explain self awareness in EI
the ability to recognise and understand your moods, emotions and drives as well as the effect you have on others. Characterised by: self-confidence, realistic self-assessment, and self-deprecating sense of humour.
Explain Regular feelings in EI
the ability to control your disruptive moods and impulses; the propensity to suspend judgement, to think before acting. Characterised by: trustworthiness and integrity, comfortable with ambiguity, openness to change
Explain Motivation in EI
- MOTIVATION – a passion to work for reasons beyond status and money; a propensity to pursue goals with energy and persistence. Characterised by: high achievement need, optimism even in the face of failure, organisational commitment
Explain Empathy in EI
- EMPATHY – the ability to recognise and understand the emotional makeup of others; skill in dealing with the emotional responses of others. Characterised by: expertise in building and retaining talent; cross-cultural sensitivity; service to clients and customers
Explain Social Skills in EI
effectiveness in managing relationships and building networks; ability to find common ground, to build rapport. Characterised by: effectiveness in leading change; persuasiveness; expertise in building and leading teams.
What was Arlie Hoschschilds throery
Arlie Hochschild discussed how the emotional style of offering a service has not only become part of the service itself, but increasingly is more important than the service itself as a determinant of customer satisfaction.
What are the 5 key elements of Emotional Labour
- Employees consciously manage their emotions as part of their paid work requirement
- They do this when interacting with others customers, clients, staff) within the workplace.
- They do so with the objective of creating in the recipient a particular state of mind, feeling or response.
- It should boost the self-esteem of the receiver.
- It is done to serve the interests of the employer who prescribes, supervises and monitors the performance of the emotional labour.
What is the difference between Felt emotions and Displayed emotions?
In every work situation, there are emotions that employees actually feel – felt emotions – and those that they are required to show by management as part of their jobs – displayed emotions. The gap between these two is called emotional dissonance and can ignite conflict in organisations when employess are unable to sustain their emotional dissonance
What is emotional harmony?
Emotional harmony is when an employee’s felt emotions match their expressed emotions within the workplace.
What are the two types of Employee acting?
surface acting, which involves suppressing the emotions you do feel or simulating emotions you don’t.
deep acting is the process of attempting to modify one’s felt emotions based on display rules (management rules on employee feelings and expressions), so that they really experience them
. Surface acting has been found to be more stressful to employees and the source of greater conflict.
How do emotions affect the workplace?
Job performance- increase
Creativity- tend to be more creative
Leadership effectiveness- can rouse emotions to be more effects
Help full behaviour linked to positive moods
Reduced absence
Decision Making- people in good moods are more likely to use heuristics
