Week 9 - The Role of Emotions in Business Communications

Question 1

Display rules

Answer 1

Dictate which emotions should and should not be expressed under which conditions – (e.g. funeral, wedding, bad news, good news etc.)

Question 2

Display rules are
influenced by …

Answer 2

• relational
  expectations (status
  and familiarity)
• occupational
  expectations, and
• cultural expectations

Question 3

Emotional Labour

Answer 3

An employee’s expression of organisationally desired emotions during interpersonal transactions at work.

Question 4

Emotional Dissonance

Answer 4

• Employees have to project one emotion while simultaneously feeling another
• Can be very damaging if not properly managed, and can lead to burnout

Question 5

Surface Acting

Answer 5

Hiding one’s inner feelings and forgoing emotional expressions in response to display rules.

Question 6

Deep Acting

Answer 6

Trying to modify one’s true inner feelings based on display rules.

Question 7

Emotion Regulation

Answer 7

Emotion regulation is to identify and modify the emotions you feel.

Question 8

5 strategies to change your emotions include…

Answer 8

• Thinking about more pleasant things
• Suppressing negative thoughts
• Distracting yourself
• Reappraising the situation
• Engaging in relaxation techniques.

Question 9

Emotional Intelligence is a person’s ability to:

Answer 9

Be self-aware
* Recognizing own emotions when experienced
* Detect emotions in others
* Understand what emotions mean and how they affect people
* Manage emotional cues and information

Question 10

Emotions as Social Information (EASI)

Answer 10

• Inter-individual process: Emotions as Social Information (EASI)
• You communicate with others.
• Feelings of others carry vital information about the message communicated.

Question 11

Emotions Communicate Information

Answer 11

• Intra-individual process: You communicate with yourself. How we feel can inform our decisions.
• Intuition or the “gut feeling”
• Sometimes emotions effect our judgments and actions without our conscious awareness.

Question 12

How to handle anger?

Answer 12

SCREAM anger management procedure:
S: This refers to the self. How important is this matter to you? Is it worth the health risks of being angry?
C: This refers to context. Is this the appropriate time and place to express your anger?
R: This is the receiver. Is this the person you wish to express your anger with?
E: This is the effect. What effect do you want to achieve.
A: This is the aftermath. What are the likely long-term repercussions of the expression of anger?
M: This is the message. What message would be appropriate, and how can you best communicate your feelings to achieve your desired results?

Question 13

Emotional contagion

Answer 13

Defined as emotions passing from one person to another.