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OB - Emotion

Organisational Behaviour - Role of Emotion

Public vs Private emotion We are all emotional hipocrites Problematic to categorise emotion into positive and negative
Mixed and frequently changing emotions Associated with physical and mental changes - eg. smiling
Universal, biological, culture specific, psychology specific eg.
Bolton 2000 Emotionalised orgs, eg. Jaguar Strong emotional connections are made associated with work and identity
Goleman 1998 Emotional intelligence Can know their own emotions, recognise emotions in others, self motivate Selling emotion has become a management fashion
Freud- the human mind Conscious - thoughts and perceptions Preconscious - memories and stored knowledge Unconscious - fears, unacceptable sexual desires, violent motives,
Hochschild 1983 Emotional labour - Face to face with public, produce emotional state in others, degree of control over emotions
Emotion regulation If there are these effects in respect to customer related emotional labour there will be intra org issues. Antecedent or response focuses Modify internal feelings or suppress, falsify, amplify feelings
Surface Acting vs Deep Acting Hoschcihild's emotional dissonance Surface acting is associated with stress, burnout etc - suppress true feelings and falsify emotions Deep acting increases personal achievement and reduces stress - modify internal feelings to match
Van Maanen 1991 The smile factory - Disneyland. Feeling business based on use of hyper reality and emotional labour. Emotionalised organisation. Customers and employees maintain this role - the social construction of emotion
Eco 1987 Disneyalnd hyperreality and the mask of capitalism
Gender differences Women make an asset of emotion handling - more sensitive and human orientated. HR shows importance of emotion and feeling in orgs
Issues - Frost 2003 (normal by products in orgs) Burnout, estrangement and stress issues, product of psychological strain of too high emotional dissonance. Depersonalisation and emotional exhaustion
Frost 1991 Toxic emotion and toxic emotion handling - high price to pay for toxic handlers - risking addiction and burnout.
Role of emotion In constructing political and status hierachies - emotional strength as one important factor in leadership ability
Maslow Hierarchy of needs - theory of employee motivation
Herzberg Motivation - hygiene theory - certain set of factors influencing satisfaction and dissatisfaction with work.
Vroom Expectancy theory - we are motivated by the result we are expecting to come
Created by: grizzler
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