Emotion and Stress

Emotions and Stress
“The felt aspect of our behavior”
Feeling aspect in the workplace.

Emotions
Affect-Emotion-Mood
While not universally accepted, there appear to be six
basic emotions:
1. Anger
2. Fear
3. Sadness
4. Happiness
5. Disgust
6. Surprise
What Is the Function of Emotion
Emotions can aid in our decision-making process. Many
researchers have shown that emotions are necessary for rational
decisions.
Thinking
Feeling
Decision
Making
Phineas Gage
Affective Events Theory
An event in the work environment triggers
positive or negative emotional reactions
Affective forecasting
•We overestimate both the intensity and
duration of both positive and negative future
events
•Highs aren’t as high as we think, but it’s also
true that the lows aren’t as low as we fear
Emotional Labor
An employee’s expression of organizationally desired
emotions during interpersonal transactions at work
Types of Emotional Labor: Display Rules

• Surface Acting: Displaying desired emotions but not feeling
those emotions internally (displayed emotions)
• Deep Acting: Changing internal feelings to match display rules
(felt emotions)
•Emotional Dissonance: Employees have to project one emotion
while simultaneously feeling another
– Can be very damaging and lead to burnout
What is burnout?
⚫ Burnout is a state of emotional, mental, and physical exhaustion
caused by excessive and prolonged stress
⚫ Characteristics: emotional exhaustion, depersonalization and

diminished personal accomplishment
⚫ Feeling increasingly low energy, helpless, hopeless, cynical, and

resentful…eventually, you may feel like you have nothing more
to give
⚫ Most of us have days when we feel bored, overloaded, or

unappreciated; when dragging ourselves to work requires huge
amount of effort…might be an indicator of burnout
Burnout: causes
Unmanageable workloads
Unfair treatment at work
Confusing work responsibilities
Lack of communication or support from managers
Immense deadline pressure
Burnout: Types
• Overload Burnout: Happens when you work harder and harder,
becoming frantic in your pursuit of success, willing to risk your
health and personal life to feel successful in your job
• Under-Challenged Burnout: Happens when you feel

underappreciated and bored, your job doesn’t provide learning
opportunities, you may distance yourself from your job, become
cynical, and avoid responsibilities
• Neglect Burnout: Happens when you feel helpless at work, closely

connected to imposter syndrome, a psychological pattern in which
you doubt your skills, talents, or accomplishments
https://www.webmd.com/mental-health/burnout-symptoms-signs#:~:text=Burnout%20is%20a%20form%20of,up%20with%20life's%20incessant%20demands.
Emotional Intelligence
• Social Intelligence, a person’s ability to:
– Be self-aware: Recognizing own emotions when

experienced
– Detect emotions in others: Manage emotional cues and

information
• EI plays an important role in job performance

• EI is an important ability for a manager and leader
• EI is important in Negotiation process

Emotional Intelligence: Daniel Goleman
Self Awareness
• You know and feel comfortable with yourself, understand your
strengths, weakness, needs, and drivers; You know how your
behaviour impacts you and others
• Exercising Candor, ability to assess one realistically, a
self-deprecating sense of humor (making fun of oneself), and self
confidence- evidences of high self awareness in others
• Luka, a newly promoted manager in an office environment, is
helping his team complete their day-to-day tasks. His actions are
being interpreted as micromanaging.
• When Luka’s employees say: “Don’t worry, you’re busy, I can
do it” he doesn’t hear the truth of the statement – that his focus
should be elsewhere – and assumes they’re demotivated.
https://www.tsw.co.uk/blog/leadership-and-management/daniel-goleman-emotional-intelligence/
Four Self Awareness Archetypes
INTROSPECTORS AWARE
High Clear on who they are. Don’t Know who they are. What they
Internal search for blind spots by want to accomplish. Seek out
self taking feedback from others. and value other’s opinions.
Awareness Limits success and
relationships.
SEEKERS PLEASERS
Not yet know who they are, They can be so focused in
Low what they stand for, and how appearing a certain way to
Internal their team members see them. others that they could be
Self Might feel stuck/frustrated overlooking what matters to
Awareness with their performance and them. Overtime, they tend to
relationships. make choices that aren’t
helping in their success and
fulfillment.
Low External High External
Self Awareness Self Awareness
Self Regulation
• When an employee challenges your decision, or if you’re
asked a question you don’t know the answer to in a meeting
• Calm in the face of adversity is not a natural response, or
something you’re born with
• The emotional brain is far faster (and older) than the rational
frontal cortex
• Self regulation is an ongoing conversation that helps to control
one’s emotions and channel them in useful ways
• Can be observed in people who are trustworthy, high on
integrity, comfortable during ambiguity, open to change
Motivation
• Being intrinsically motivated; are optimistic during crisis
• Can be observed in those who are passionate about their work,
constantly looking for ways to do things better, committed to
their work
Five things you can do to drive self-motivation
• Find meaning and purpose in your work
• Set clear, specific, and challenging goals for yourself
• Focus on your strengths
• Self-reflect and monitor your emotions
• Reward yourself for your progress
https://www.tsw.co.uk/blog/leadership-and-management/daniel-goleman-emotional-intelligence/
Empathy
• Thoughtfully considering others’ feelings when making decisions
• Empathy defuses bias; understanding of various perspectives;

sensitive to differences in culture, personality, attitude etc.
• Being empathic means you’re a good listener and interpreter,

attuned to body language and expressions
• “I can see you’re disappointed with my feedback, but please don’t

be concerned. You’ve put a lot of hard work in, and it won’t take
much to get things back on track. That’s why we have quality
checks. You can always come to me for support, and if you would
like to improve your skills in this area, I can arrange some
training.”
Social skills
• Proficient in managing relationships and building social
networks
• Social skill to find common ground and build rapport with

people of all backgrounds
• Can be observed in who have wide range of acquaintances,

are persuasive, effective in leading change, expertise in
building and managing teams
What is
• A Mental State
• Job or life situation
• Demands exceeds Resources
• Perception
• Adaptive
17
Yerkes-Dodson law
Absence of Stress is Death
18
Hans Selye’s
General Adaptation Syndrome
19
How we respond to STRESS?
Hot Reactors: blood pressure shoots up, 1 out of
every 5, get sick during stress
Sustainers: get sick after the battle of experiencing

stress/change
The Hardy: see threat as opportunity, internal LOC,

high self esteem, low neuroticism, increased JS and
Performance, less job burnout
20
Approaches of Managing Stress
Coping can serve two main functions:
1. Emotion-focused coping (e.g., social support,
drugs/alcohol)
2. Problem-focused coping (e.g., quitting the
stressful job, negotiating)
21
Managing Stress
Notes
Sources of Emotion and Mood
• Personality
– Neuroticism (lack of emotional stability)
• 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
• Weather
• Stress
– Even low levels of constant stress can worsen moods
• Social Activities
– Physical, informal, and dining activities increase positive
moods
Sources of Emotion
• Sleep: Poor sleep quality increases negative emotion
• Exercise: Does somewhat improve mood, especially for
depressed people
• Age: Older folks experience fewer negative emotions
• Gender
– 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
Applications of Emotions at Work
• 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.
• Negotiation
– Emotions, skillfully displayed, can affect negotiations
Applications of Emotions at Work
• Customer Services
– Emotions affect service quality delivered to customers
which, in turn, affects customer relationships
• Deviant Workplace Behaviors
– Negative emotions lead to employee deviance (actions that
violate norms and threaten the organization)
• Manager’s Influence
– Leaders who are in a good mood, use humor, and praise
employees increase positive moods in the workplace.
Emotion Recognition: Universal or Culture
Specific?
• Collectivist cultures interpret emotions in the target by
examining the social context
• Individualistic cultures interpret emotion by focusing on the

person
• Research shows that people living in a different culture

recognize that cultures emotions more quickly than own culture
• Emotions like anger, disgust and surprise are recognized

across cultures equally well
Global Implications
• Do people experience emotions equally?

– No. Culture can determine type, frequency, and depth of
experienced emotions
• Do people interpret emotions the same way?
– Yes. Negative emotions are seen as undesirable and
positive emotions are desirable
– However, value of each emotion varies across cultures
• Do norms of emotional expression vary?
– Yes. Some cultures have a bias against emotional
expression; others demand some display of emotion
Thank you

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Emotions and Stress

“The felt aspect of our behavior”

Feeling aspect in the workplace.

Types of Emotional Labor: Display Rules

⚫ Characteristics: emotional exhaustion, depersonalization and

⚫ Feeling increasingly low energy, helpless, hopeless, cynical, and

⚫ Most of us have days when we feel bored, overloaded, or

• Under-Challenged Burnout: Happens when you feel

• Neglect Burnout: Happens when you feel helpless at work, closely

– Be self-aware: Recognizing own emotions when

– Detect emotions in others: Manage emotional cues and

• EI plays an important role in job performance

• EI is important in Negotiation process

• Empathy defuses bias; understanding of various perspectives;

• Being empathic means you’re a good listener and interpreter,

• “I can see you’re disappointed with my feedback, but please don’t

• Social skill to find common ground and build rapport with

• Can be observed in who have wide range of acquaintances,

• Job or life situation

• Demands exceeds Resources

Sustainers: get sick after the battle of experiencing

The Hardy: see threat as opportunity, internal LOC,

• Individualistic cultures interpret emotion by focusing on the

• Research shows that people living in a different culture

• Emotions like anger, disgust and surprise are recognized

• Do people experience emotions equally?

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