Chapter 4

Workplace
Emotions,
Attitudes,
and Stress

McGraw-Hill/Irwin Copyright © 2013 by The McGraw-Hill Companies, Inc. All rights reserved.
Emotions and Stress at JetBlue

Former JetBlue employee

Steven Slater (shown in
photo) and other flight
attendants are expected to
manage their emotions on
the job even when faced
with significant stressors.

4-2
Emotions Defined

 Psychological, behavioral,
and physiological episodes
that create a state of
readiness.
 Most emotions occur without
our awareness
 Two features of all emotions:
• All have some degree of
activation
• All have core affect –
evaluate that something is
good/bad

4-3
Types of Emotions

4-4
Attitudes versus Emotions

Attitudes Emotions

Judgments
Judgments about
about an
an Experiences
Experiences related
related to
to an
an
attitude
attitude object
object attitude
attitude object
object

Based
Based mainly
mainly onon Based
Based on
on innate
innate and
and learned
learned
rational
rational logic
logic responses
responses to
to environment
environment

Usually
Usually stable
stable for
for days
days Usually
Usually experienced
experienced for
for
or
or longer
longer seconds
seconds or
or less
less

4-5
Traditional Model of Attitudes

 Purely cognitive approach

• Beliefs: established perceptions of attitude object
• Feelings: calculation of good or bad based on
beliefs about the attitude object
• Behavioral intentions: calculated motivation to act
in response to the attitude object
 Problem: Ignores important role of emotions
in shaping attitudes

4-6
Attitudes: From Beliefs to Behavior

Perceived Environment
Cognitive Emotional
process process

Beliefs
Emotional
Episodes
Attitude Feelings

Behavioral
Intentions

Behavior
4-7
Emotions, Attitudes, and Behavior

 How emotions influence attitudes:

1. Feelings and beliefs are influenced by cumulative
emotional episodes (not just evaluation of beliefs)
2. We ‘listen in’ on our emotions

 Potential conflict between cognitive and

emotional processes
 Emotions also directly affect behavior
• e.g. facial expression

4-8
Generating Positive Emotions at
Work
 LeasePlan USA and other
companies apply the dual
cognitive-emotional
attitude process.

 They actively create more

positive than negative
emotional episodes, which
produce more positive
work attitudes.

4-9
Cognitive Dissonance

 A condition whereby we perceive an

inconsistency between our beliefs, feelings,
and behavior.
 This inconsistency generates emotions (e.g.,
feeling hypocritical) that motivate us to
increase consistency.
 Easier to increase consistency by changing
feelings and beliefs, rather than change
behavior.

4-10
Emotional Labor Defined

Effort, planning and control needed to express

organizationally desired emotions during interpersonal
transactions.
Higher in job requiring:
• Frequent/lengthy emotion display
• Variety of emotions display
• Intense emotions display

4-11
Emotional Labor Across Cultures

 Displaying or hiding emotions varies across

cultures
• Minimal emotional expression and monotonic voice
in Ethiopia, Japan, Austria
• Encourage emotional expression in Kuwait, Egypt,
Spain, Russia

4-12
Emotional Labor Challenges

 Difficult to display expected emotions

accurately, and to hide true emotions
 Emotional dissonance
• Conflict between true and required emotions
• More stressful with surface acting
• Less stressful with deep acting

4-13
Emotional Intelligence Defined

Ability to perceive and

express emotion,
assimilate emotion in
thought, understand
and reason with
emotion, and regulate
emotion in oneself and
others

4-14
Model of Emotional Intelligence
Self Other
(personal competence) (social competence)

Recognition of Awareness of
emotions Self-awareness
others’ emotions

Regulation Management of
of emotions Self-management
others’ emotions

4-15
Emotional Intelligence Hierarchy

Highest Management of
Managing other people’s emotions
others’ emotions

Awareness of Perceiving and understanding the

others’ emotions meaning of others’ emotions

Self-management Managing our own emotions

Perceiving and understanding the

Self-awareness meaning of your own emotions
Lowest

4-16
Improving Emotional Intelligence

 Emotional intelligence is a set of

abilities/skills
 Can be learned, especially through coaching
 EI increases with age -- maturity

4-17
Job Satisfaction

 A person's evaluation of his or her job and

work context
 An appraisal of the perceived job
characteristics, work environment, and
emotional experience at work

4-18
EVLN: Responses to Dissatisfaction

• Leaving the situation

Exit • Quitting, transferring

• Changing the situation

Voice • Problem solving, complaining

• Patiently waiting for the

Loyalty situation
to improve

• Reducing work effort/quality

Neglect • Increasing absenteeism

4-19
Job Satisfaction and Performance

Happy workers are somewhat more productive

workers, but:
1. General attitude is a poor predictor of specific
behaviors
2. Job satisfaction effect on performance is lower
when employees have less control over output
3. Reverse explanation: Job performance affects
satisfaction, but only when rewarded

4-20
Service Profit Chain at Clydesdale
Bank

Clydesdale Bank in Scotland

improved customer service by
applying the service profit
chain model. It gave its contact
center employees more
positive experiences at work.

4-21
Service Profit Chain Model
Job satisfaction increases customer
satisfaction and profitability because:
Organizational
practices
1. Job satisfaction affects mood,
leading to positive behaviors toward
Employee
satisfaction
customers
and
commitment 2. Job satisfaction reduces employee
turnover, resulting in more consistent
Employee
Employee and familiar service
motivation
retention
and behavior

Customer
Customer Company
Service satisfaction/p
loyalty and profitability
quality erceived
referrals and growth
value

4-22
Organizational Commitment

 Affective commitment
• Emotional attachment to, identification with, and
involvement in an organization

 Continuance commitment
• Calculative attachment – stay because too costly
to quit

4-23
Building Affective Commitment

• Apply humanitarian values

Justice/
Justice/ Support
Support • Support employee wellbeing

Shared
Shared •• Values
Values congruence
congruence
Values
Values

•• Employees
Employees trust
trust org
org leaders
leaders
Trust
Trust •• Job
Job security
security supports
supports trust
trust

Organizational
Organizational • Know firm’s past/present/future
Comprehension
Comprehension • Open and rapid communication

Employee
Employee • Employees feel part of company
Involvement
Involvement • Involvement demonstrates trust

4-24
What is Stress?

 Adaptive response to situations perceived as

challenging or threatening to well-being
 Prepares us to adapt to hostile or noxious
environmental conditions
 Eustress vs. distress

4-25
General Adaptation Syndrome
Stage 1 Stage 2 Stage 3
Alarm Reaction Resistance Exhaustion

Normal
Level of
Resistance

4-26
Consequences of Distress

Cardiovascular disease,
Physiological hypertension, headaches

Work performance, accidents,

Behavioral absenteeism, aggression, poor
decisions

Dissatisfaction, moodiness,
Psychological depression, emotional fatigue

4-27
What are Stressors?

 Stressors are the causes of stress -- any

environmental condition that places a
physical or emotional demand on the person.
 Some common workplace stressors include:
• Harassment an incivility
• Work overload
• Low task control

4-28
Psychological Harassment

Repeated and hostile or

unwanted conduct, verbal
comments, actions or gestures,
that affect an employee's dignity
or psychological or physical
integrity and that result in a
harmful work environment for
the employee.

4-29

4-29
Work Overload and Task Control
Stressors
 Work Overload
• Working more hours, more
intensely than one can cope
• Affected by globalization,
consumerism, ideal worker norm

 Task Control
• Due to lack control over how and
when tasks are performed
• Stress increases with
responsibility

4-30
Individual Differences in Stress

Individual differences that minimize distress:

 Better physical health – exercise, lifestyle
 Appropriate stress coping strategies
 Lower neuroticism
 Higher extraversion
 Positive self-concept
 Lower workaholism

4-31
Managing Work-Related Stress
 Remove the stressor
• Minimize/remove stressors
• Work/life balance initiatives
 Withdraw from the stressor
• Vacation, rest breaks
 Change stress perceptions
• Positive self-concept, humor
 Control stress consequences
• Healthy lifestyle, fitness, wellness
 Receive social support
4-32
 Chapter 4

Workplace
Emotions,
Attitudes,
and Stress