Chapter Five

Organizational
4
Behavior
15th Global Edition
Chapter Robbins and Judge
Emotions and Moods
Copyright 2013 Pearson Education 4-1

Chapter 4 Learning Objectives
After studying this chapter you should be able to:

Differentiate emotions from moods and list the basic emotions and moods.
Discuss whether emotions are rational and what functions they serve.
Identify the sources of emotions and moods.
Show the impact emotional labor has on employees.
Describe affective events theory and identify its applications.
Contrast the evidence for and against the existence of emotional intelligence.
Be able to identify strategies for emotion regulation and their likely effects.
Apply concepts about emotions and moods to specific OB issues.

Differentiate Emotions from Moods,
LO 1 List the Basic Emotions and Moods
Why Were Emotions Ignored in OB?

The Myth of Rationality
Emotions were seen as irrational
Managers worked to make emotion-free environments
View of Emotionality
Emotions were believed to be disruptive
Emotions interfered with productivity
Only negative emotions were observed
Now we know emotions cant be separated from the

workplace
4-3
Copyright 2013 Pearson Education
Insert Exhibit 4-1
4-4
While not universally accepted, there appear

to be six basic emotions:
1. Anger
2. Fear
3. Sadness
4. Happiness
5. Disgust
6. Surprise
4-5
May even be placed in a spectrum of

emotion:
Happiness Surprise Fear Sadness Anger Disgust
4-6
Discuss Whether Emotions Are Rational
LO 2 and What Functions They Serve
Insert Exhibit 4-2
4-7
Discuss Whether Emotions Are Rational
LO 2 and What Functions They Serve
Decision-Making
Thinking Feeling
4-8
Identify the Sources of
LO 3
Emotions and Moods
Personality
There is a trait component affect intensity
Day and Time of the Week
There is a common pattern for all of us
Happier in the midpoint of the daily
awake period
Happier toward the end of the week
4-9
LO 3
Emotions and Moods
Insert Exhibit 4-3
4-10
LO 3
Emotions and Moods
Insert Exhibit 4-4
4-11
LO 3
Emotions and Moods
Weather
Illusory correlation no effect
Stress
Even low levels of constant stress can
worsen moods
Social Activities
Physical, informal, and dining activities
increase positive moods
4-12
LO 3
Emotions and Moods
Sleep
Poor sleep quality increases negative
affect
Exercise
Does somewhat improve mood, especially

for depressed people
4-13
LO 3
Emotions and Moods
Age
Older folks experience fewer negative
emotions
Sex
Women tend to be more emotionally
expressive, feel emotions more intensely,
have longer-lasting moods, and express
emotions more frequently than do men
Due more to socialization than to biology
4-14
Show the Impact Emotional Labor
LO 4
Has on Employees
Emotional Labor-An employees expression of

organizationally desired emotions during
interpersonal transactions at work.
Emotional Dissonance:
Employees have to project one emotion
while simultaneously feeling another
Can be very damaging and lead to burnout
4-15
Show the Impact Emotional Labor
LO 4
Has on Employees
Types of Emotions:
Felt: the individuals actual emotions
Displayed: required or appropriate
emotions
Surface Acting: displaying appropriately
but not feeling those emotions internally
Deep Acting: changing internal feelings
to match display rules - very stressful
4-16
Describe Affective Events Theory
LO 5
and Identify Its Applications
Insert Exhibit 4-5
4-17
LO 5
An emotional episode is actually the result of a
series of emotional experiences triggered by a
single event
Current and past emotions affect job satisfaction
Emotional fluctuations over time create variations in
job performance
Emotion-driven behaviors are typically brief and
variable
Both negative and positive emotions can distract
workers and reduce job performance
LO 5
Emotions provide valuable insights

about behavior
Emotions, and the minor events that
cause them, should not be ignored at
work; they accumulate

Contrast the Evidence
LO 6 For and Against the Existence
of Emotional Intelligence
Emotional Intelligence is a persons ability

to:
Be self-aware
Recognizing own emotions when
experienced
Detect emotions in others
Manage emotional cues and information

Insert Exhibit 4-6

EI is controversial and not wholly accepted

Case for EI:
Intuitive appeal;
Predicts criteria that matter;
Is biologically-based.

EI is controversial and not wholly accepted

Case against EI:
Too vague a concept;
Cant be measured;
Its personality by a different name.

Be Able to Identify Strategies
LO 6 for Emotion Regulation
and Their Likely Effects
Emotion regulation is to identify and modify

the emotions you feel.
Strategies to change your emotions include
thinking about more pleasant things,
suppressing negative thoughts, distracting
yourself, reappraising the situation, or
engaging in relaxation techniques.

Apply Concepts About Emotions
LO 7 and Moods to Specific OB Issue
Selection
EI should be a hiring factor, especially for
social jobs.
Decision Making
Positive emotions can lead to better
decisions.
Creativity
Positive mood increases flexibility,
openness, and creativity.
Motivation
Positive mood affects expectations of
success; feedback amplifies this effect.
Leadership
Emotions are important to acceptance of
messages from organizational leaders.

Negotiation
Emotions, skillfully displayed, can
affect negotiations
Customer Services
Emotions affect service quality delivered to
customers which affects customer relationships
Emotional Contagion: catching emotions
Job Attitudes
Can carry over to home, but dissipate overnight

Deviant Workplace Behaviors

Negative emotions lead to employee deviance
(actions that violate norms and
threaten the organization)
Safety and Injury at Work
Dont do dangerous work when in a bad mood
Managers Influence
Leaders who are in a good mood, use humor, and
praise employees increase positive moods

Managerial Implications
Emotions and moods are a natural part of an

individuals makeup.
Ignoring co-workers and employees emotions and
assessing others behavior as if they were
completely rational is wrong.
You cant divorceemotions from the workplace
because you cant divorce emotions from people.
Managers who understand the roles of emotions and
moods will significantly improve their ability

to explain
Copyright co-workers
2013 Pearson Educationand employees behaviors. 4-29
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Organizational

Emotions and Moods

Copyright 2013 Pearson Education 4-1

After studying this chapter you should be able to:

Identify the sources of emotions and moods.

Show the impact emotional labor has on employees.

Describe affective events theory and identify its applications.

Apply concepts about emotions and moods to specific OB issues.

Copyright 2013 Pearson Education 4-2

Why Were Emotions Ignored in OB?

Now we know emotions cant be separated from the

Insert Exhibit 4-1

While not universally accepted, there appear

May even be placed in a spectrum of

Happiness Surprise Fear Sadness Anger Disgust

Insert Exhibit 4-2

Insert Exhibit 4-3

Insert Exhibit 4-4

Does somewhat improve mood, especially

Emotional Labor-An employees expression of

Insert Exhibit 4-5

Emotions provide valuable insights

Copyright 2013 Pearson Education 4-19

Emotional Intelligence is a persons ability

Copyright 2013 Pearson Education 4-20

Insert Exhibit 4-6

Copyright 2013 Pearson Education 4-21

EI is controversial and not wholly accepted

Copyright 2013 Pearson Education 4-22

EI is controversial and not wholly accepted

Copyright 2013 Pearson Education 4-23

Emotion regulation is to identify and modify

Copyright 2013 Pearson Education 4-24

Copyright 2013 Pearson Education 4-26

Copyright 2013 Pearson Education 4-27

Deviant Workplace Behaviors

Copyright 2013 Pearson Education 4-28

Emotions and moods are a natural part of an

moods will significantly improve their ability

Copyright 2013 Pearson Education

Copyright 2013 Pearson Education 4-30

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