Essentials of

Organizational Behavior, 10/e

Stephen P. Robbins & Timothy A. Judge

Chapter 7

Emotions and Moods

Sias Organizational Behavior Spring 2013

Copyright ©2010 Pearson Education, Inc. Publishing as Prentice Hall 7-1

 Before We begin:

• Take out a piece of paper

• Write your name, id #, Team #, and date
at the top

Copyright ©2010 Pearson Education, Inc. Publishing as Prentice Hall 7-2

 Exercise During the PPT
• During the ppt do the following:
• LISTEN and LOOK at the Pictures on the
slides (when there is one)
• Write Down a Key Term or Word you think
of when you see the picture
 Write only 1 (ONE) word
• You must have 1 (ONE) word for each
picture shown
• There are 8 (EIGHT) pictures
Copyright ©2010 Pearson Education, Inc. Publishing as Prentice Hall 7-3
 After studying this chapter, you
should be able to:
1. Differentiate emotions from moods and list the
basic emotions and moods.
2. Identify the sources of emotions and moods.
3. Discuss the impact emotional labor has on
employees.
4. Contrast the evidence for and against the
existence of emotional intelligence.
5. Apply the concepts of emotions and moods OB
issues.
6. Contrast the experience, interpretation, and the
expression of emotions across cultures.
Copyright ©2010 Pearson Education, Inc. Publishing as Prentice Hall 7-4
 Why Were Emotions Excluded
from OB Study?

• Myth of rationality –
emotions were the
antithesis of rationality
and should not be seen
in the workplace
• Belief that emotions of
any kind are disruptive
in the workplace
Copyright ©2010 Pearson Education, Inc. Publishing as Prentice Hall 7-5
 Emotional Terminology
Affect
 A generic term that encompasses a broad range of
feelings that people experience
Emotion
 Intense feelings that are directed at someone or
something
 Short termed and action-oriented.
Mood
 Feelings that tend to be less intense and longer-lasting
than emotions and often lack a contextual stimulus
Copyright ©2010 Pearson Education, Inc. Publishing as Prentice Hall 7-6
 Affect, Emotions, and Moods

Copyright ©2010 Pearson Education, Inc. Publishing as Prentice Hall 7-7

 The Spectrum of
Basic Emotions

Happiness Surprise Fear

Sadness Anger Disgust

• Classifying Moods: Positive and Negative Affect

• Mood States: General groupings of affective emotions
• Positivity Offset: Generally, at zero input, people are in
a positive mood
Copyright ©2010 Pearson Education, Inc. Publishing as Prentice Hall 7-8
 The Functions of Emotions

• Emotions and Rationality

 Emotions are critical to rational
thought: they help in understanding
the world around us.
• Evolutionary Psychology
 Theory that emotions serve an
evolutionary purpose: helps in
survival of the gene pool
 The theory is not universally
accepted

Copyright ©2010 Pearson Education, Inc. Publishing as Prentice Hall 7-9

 Sources of Emotions and Moods

Day of Week and Time of Day

 More positive interactions will likely occur mid-day and
later in the week

Copyright ©2010 Pearson Education, Inc. Publishing as Prentice Hall 7-10

 More Sources
Weather
 No impact according to research
Stress
 Increased stress worsens moods
Social Activities
 Physical, informal, and epicurean activities increase
positive mood
Sleep
 Lack of sleep increases negative emotions and impairs
decision making
Copyright ©2010 Pearson Education, Inc. Publishing as Prentice Hall 7-11
 Even More Sources

Exercise
 Mildly enhances positive mood
Age
 Older people experience negative emotions less
frequently
Gender
 Women show greater emotional expression,
experience emotions more intensely and display more
frequent expressions of emotions
 Could be due to socialization
Copyright ©2010 Pearson Education, Inc. Publishing as Prentice Hall 7-12
 Emotional Labor
An employee’s expression of
organizationally desired
emotions during interpersonal
transactions at work
• Emotional dissonance is
when an employee has to
project one emotion while
simultaneously feeling
another

Copyright ©2010 Pearson Education, Inc. Publishing as Prentice Hall 7-13

 Felt vs. Displayed Emotions
• Felt Emotions:
 the individual’s actual emotions

• Displayed Emotions:
 the learned emotions that the organization requires
workers to show and considers appropriate in a given
job
 Surface Acting is hiding one’s true emotions
 Deep Acting is trying to change one’s feelings based
on display rules

Copyright ©2010 Pearson Education, Inc. Publishing as Prentice Hall 7-14

 Emotional Intelligence
A person’s ability to:
 Be self-aware (to
recognize his or her
own emotions as
experienced),
 Detect emotions in
others, and
 Manage emotional
cues and information.
Moderately associated with
high job performance

Copyright ©2010 Pearson Education, Inc. Publishing as Prentice Hall 7-15

 Emotional Intelligence on Trial

The case for: The case against:

• Intuitive appeal – it • EI is too vague a concept

makes sense
• EI can’t be measured
• EI predicts criteria that
matter –positively • EI is so closely related to
correlated to high job intelligence and
performance personality that it is not
unique when those
• Study suggests that EI is factors are controlled
neurologically based

Copyright ©2010 Pearson Education, Inc. Publishing as Prentice Hall 7-16

 OB Applications of
Emotions and Moods
• Selection – Employers should consider EI
a factor in hiring for jobs that demand a
high degree of social interaction

• Decision Making – Positive emotions can

increase problem-solving skills and help us
understand and analyze new information
• Creativity – Positive moods and feedback
may increase creativity
Copyright ©2010 Pearson Education, Inc. Publishing as Prentice Hall 7-17
 More OB Applications of
Emotions and Moods
• Motivation – Promoting positive moods
may give a more motivated workforce
• Leadership – Emotions help convey
messages more effectively
• Negotiation – Emotions may impair
negotiator performance
• Customer Service – Customers “catch”
emotions from employees, called emotional
contagion
Copyright ©2010 Pearson Education, Inc. Publishing as Prentice Hall 7-18
 Even More OB Applications of
Emotions and Moods
• Job Attitudes – Emotions at work get
carried home but rarely carry over to the
next day

• Deviant Workplace Behaviors – Those

who feel negative emotions are more likely
to engage in deviant behavior at work
Copyright ©2010 Pearson Education, Inc. Publishing as Prentice Hall 7-19
 How Can Managers
Influence Moods?
• Use humor to lighten the
moment
• Give small tokens of
appreciation
• Stay in a good mood
themselves – lead by
example
• Hire positive people
Copyright ©2010 Pearson Education, Inc. Publishing as Prentice Hall 7-20
 Global Implications

Does the degree to which people experience

emotions vary across cultures?
Do people’s interpretations of emotions vary
across cultures?
Do the norms for the expressions of emotions
differ across cultures?
“YES” to all of the above!
Copyright ©2010 Pearson Education, Inc. Publishing as Prentice Hall 7-21
 Implications for Managers

• Understand the role of emotions and

moods to better explain and predict
behavior
• Emotions and moods do affect
workplace performance
• While managing emotions may be
possible, absolute control of worker
emotions is not
Copyright ©2010 Pearson Education, Inc. Publishing as Prentice Hall 7-22
 Keep in Mind…

• Positive emotions can increase problem-

solving skills
• People with high EI may be more
effective in their jobs
• Managers need to know the emotional
norms for each culture they do business
with

Copyright ©2010 Pearson Education, Inc. Publishing as Prentice Hall 7-23

 Summary

1. Differentiated emotions from moods and listed the basic

emotions and moods.
2. Identified the sources of emotions and moods.
3. Discussed the impact emotional labor has on employees.
4. Contrasted the evidence for and against the existence
of emotional intelligence.
5. Applied the concepts of emotions and moods OB issues.
6. Contrasted the experience, interpretation, and the
expression of emotions across cultures.

Copyright ©2010 Pearson Education, Inc. Publishing as Prentice Hall 7-24

 Team Exercise

AN EMOTIONAL STORY

Copyright ©2010 Pearson Education, Inc. Publishing as Prentice Hall 7-25

 Team Story
• Form into your teams
• Show each other the key terms or words you
wrote down
• On a separate piece of paper write all of the
words your team wrote down. Do not write
down duplicate words.
 Put your team name and date on the top of the paper
• Your team must use these words to write a story
about emotions in the workplace
• You must use every word at least once
• Questions?
Copyright ©2010 Pearson Education, Inc. Publishing as Prentice Hall 7-26