workplace emotions, attitudes and stress
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Chapter 4. Workplace emotions, attitudes and stress. Learning Objectives. 4.1Explain how emotions and cognition (logical thinking) influence attitudes and behaviour 4.2Discuss the dynamics of emotional labour and the role of emotional intelligence in the workplace - PowerPoint PPT PresentationTRANSCRIPT
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Workplace emotions, attitudes
and stress
Chapter 4
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4-2Copyright © 2013 McGraw-Hill Australia Pty LtdMcShane, Olekalns, Travaglione, Organisational Behaviour, 4e
Learning Objectives4.1 Explain how emotions and cognition (logical
thinking) influence attitudes and behaviour
4.2 Discuss the dynamics of emotional labour and the role of emotional intelligence in the workplace
4.3 Summarise the consequences of job dissatisfaction, as well as strategies to increase organisational (affective) commitment
4.4 Describe the stress experience and review three major stressors
4.5 Identify five ways to manage workplace stress
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4-3Copyright © 2013 McGraw-Hill Australia Pty LtdMcShane, Olekalns, Travaglione, Organisational Behaviour, 4e
Positive Attitudes at Rio Tinto
Rio Tinto values the health and wellbeing of its staff and the communities in which they work and live. Human resources are the company’s most important asset, and Rio Tinto invests significantly in initiatives that help its staff to achieve and maintain a high quality of life
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4-4Copyright © 2013 McGraw-Hill Australia Pty LtdMcShane, Olekalns, Travaglione, Organisational Behaviour, 4e
Emotions Defined• Psychological, behavioural and physiological
episodes experienced toward an object, person or event that create a state of readiness
• Emotions are experiences. They represent changes in our physiological state, psychological state and behaviour
• Emotions put us in a state of readiness
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4-5Copyright © 2013 McGraw-Hill Australia Pty LtdMcShane, Olekalns, Travaglione, Organisational Behaviour, 4e
Types of Emotions
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4-6Copyright © 2013 McGraw-Hill Australia Pty LtdMcShane, Olekalns, Travaglione, Organisational Behaviour, 4e
Attitudes: From Beliefs to Behaviour
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4-7Copyright © 2013 McGraw-Hill Australia Pty LtdMcShane, Olekalns, Travaglione, Organisational Behaviour, 4e
Emotions, Attitudes and Behaviour• Attitudes represent the cluster of beliefs,
assessed feelings and behavioural intentions towards a person, object or event (called an attitude object):– Beliefs are established perceptions about the
attitude object– Feelings represent positive or negative
evaluations of the attitude object– Behavioural intentions represent motivation to
engage in a particular behaviour regarding the attitude object
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4-8Copyright © 2013 McGraw-Hill Australia Pty LtdMcShane, Olekalns, Travaglione, Organisational Behaviour, 4e
Positive Emotions at ING Direct AustraliaTo attract and keep talented employees, companies are finding creative ways to generate positive emotions in the workplace. Employees at ING have plenty of fun with the annual WOW day (see photo)
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4-9Copyright © 2013 McGraw-Hill Australia Pty LtdMcShane, Olekalns, Travaglione, Organisational Behaviour, 4e
Generating Positive Emotions at Work• The emotions–
attitudes–behaviour model illustrates that attitudes are shaped by ongoing emotional experiences
• Thus, successful companies actively create more positive than negative emotional episodes
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4-10Copyright © 2013 McGraw-Hill Australia Pty LtdMcShane, Olekalns, Travaglione, Organisational Behaviour, 4e
Cognitive Dissonance• A state of anxiety that occurs when an
individual’s beliefs, feelings and behaviours are inconsistent with one another
• Most common when behaviour is:– Known to others– Done voluntarily– Cannot be undone
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4-11Copyright © 2013 McGraw-Hill Australia Pty LtdMcShane, Olekalns, Travaglione, Organisational Behaviour, 4e
Emotions and Personality• Emotions are also partly determined by a
person’s personality, not just workplace experiences
• Some people, especially extroverts, experience positive emotions as a natural trait
• Positive and negative emotional traits affect a person’s attendance, turnover and long-term work attitudes
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4-12Copyright © 2013 McGraw-Hill Australia Pty LtdMcShane, Olekalns, Travaglione, Organisational Behaviour, 4e
Emotional Labour Defined• Effort, planning and control needed to
express organisationally desired emotions during interpersonal transactions
• Emotional labour is higher when the job requires:– Frequent and long duration display of emotions– Displaying a variety of emotions– Displaying more intense emotions
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4-13Copyright © 2013 McGraw-Hill Australia Pty LtdMcShane, Olekalns, Travaglione, Organisational Behaviour, 4e
Emotional Display Norms Across Cultures• Displaying or hiding emotions varies across
cultures:– Minimal emotional expression and monotonic
voice in Korea, Japan, Austria– Emotional expression encouraged in Kuwait,
Egypt, Spain, Russia
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4-14Copyright © 2013 McGraw-Hill Australia Pty LtdMcShane, Olekalns, Travaglione, Organisational Behaviour, 4e
Emotional Dissonance• It is difficult to display expected emotions
accurately, and to hide true emotions• Emotional dissonance
– Conflict between true and required emotions– Potentially stressful with surface acting– Less stress through deep acting
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4-15Copyright © 2013 McGraw-Hill Australia Pty LtdMcShane, Olekalns, Travaglione, Organisational Behaviour, 4e
Emotional Intelligence (EI)
• A set of abilities to perceive and express emotion, assimilate emotion in thought, understand and reason with emotion, and regulate emotion in oneself and others
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4-16Copyright © 2013 McGraw-Hill Australia Pty LtdMcShane, Olekalns, Travaglione, Organisational Behaviour, 4e
Emotional Intelligence Competencies
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4-17Copyright © 2013 McGraw-Hill Australia Pty LtdMcShane, Olekalns, Travaglione, Organisational Behaviour, 4e
Social awareness
Self-management
Perceiving and understanding the meaning of others’ emotions
Managing our own emotions
Self-awareness Perceiving and understanding the meaning of your own emotions
Relationship management
Managing other people’s emotions
Lowest
Highest
Model of Emotional Intelligence
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4-18Copyright © 2013 McGraw-Hill Australia Pty LtdMcShane, Olekalns, Travaglione, Organisational Behaviour, 4e
Improving Emotional Intelligence• EI is associated with some personality traits,
as well as with parental EI• EI now becomes a selection criteria • Can be learned, especially through coaching• EI increases with age and maturity
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4-19Copyright © 2013 McGraw-Hill Australia Pty LtdMcShane, Olekalns, Travaglione, Organisational Behaviour, 4e
Job Satisfaction• A person's evaluation of his or her job and
work context• A collection of attitudes about specific facets
of the job
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4-20Copyright © 2013 McGraw-Hill Australia Pty LtdMcShane, Olekalns, Travaglione, Organisational Behaviour, 4e
Loyalty
Voice
Exit
Neglect
• Leaving the situation• Quitting, transferring
• Changing the situation• Problem solving, complaining
• Patiently waiting for the situation to improve
• Reducing work effort/quality• Increasing absenteeism
EVLN: Responses to Dissatisfaction
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4-21Copyright © 2013 McGraw-Hill Australia Pty LtdMcShane, Olekalns, Travaglione, Organisational Behaviour, 4e
Job Satisfaction and Performance• Happy workers are somewhat more
productive workers, however:– General attitude is a poor predictor of specific
behaviours– Job performance affects satisfaction only when
rewarded– Effect on performance is strongest in complex
jobs because of greater employee influence on job performance (e.g. limited in assembly lines)
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4-22Copyright © 2013 McGraw-Hill Australia Pty LtdMcShane, Olekalns, Travaglione, Organisational Behaviour, 4e
Employees First, Customers Second at Clydesdale Bank NAB’s Clydesdale Bank treats employees well so that they treat customers well. They listen to and act on employee concerns, spruce up the work environment, introduce career development programs, provide better coaching and give staff more freedom to decide how to serve clients
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4-23Copyright © 2013 McGraw-Hill Australia Pty LtdMcShane, Olekalns, Travaglione, Organisational Behaviour, 4e
Job Satisfaction and Customers• Job satisfaction increases
customer satisfaction and profitability because:– Job satisfaction affects
mood, leading to positive behaviours toward customers
– Job satisfaction reduces employee turnover, resulting in more consistent and familiar service
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4-24Copyright © 2013 McGraw-Hill Australia Pty LtdMcShane, Olekalns, Travaglione, Organisational Behaviour, 4e
Job Satisfaction and Customers
Service profit chain model is a theory explaining how employees’ job satisfaction influences company profitability indirectly through service quality, customer loyalty and related factors
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4-25Copyright © 2013 McGraw-Hill Australia Pty LtdMcShane, Olekalns, Travaglione, Organisational Behaviour, 4e
Job Satisfaction and Business Ethics• Job satisfaction is also an ethical issue that
influences the organisation’s reputation in the community
• Societies now expect companies to provide work environments that are safe and enjoyable
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4-26Copyright © 2013 McGraw-Hill Australia Pty LtdMcShane, Olekalns, Travaglione, Organisational Behaviour, 4e
Organisational Commitment• Affective commitment
– Emotional attachment to, identification with and involvement in an organisation
• Continuance commitment– Calculative attachment: stay because too costly to
quit
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4-27Copyright © 2013 McGraw-Hill Australia Pty LtdMcShane, Olekalns, Travaglione, Organisational Behaviour, 4e
Consequences of Affective and Continuance Commitment• Organisational (affective) commitment can
affect retention, motivation, organisational citizenship and job performance as well as customer satisfaction. However, can lead to conformity and less creativity
• Continuance commitment can be dysfunctional and lead to lower performance and less organisational citizenship behaviours
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4-28Copyright © 2013 McGraw-Hill Australia Pty LtdMcShane, Olekalns, Travaglione, Organisational Behaviour, 4e
Building (Affective) Commitment
Sharedvalues
Sharedvalues • Values congruence• Values congruence
Justice/ supportJustice/ support
• Apply humanitarian values• Support employee wellbeing
EmployeeinvolvementEmployee
involvement• Employees feel part of company• Involvement demonstrates trust
Organisationalcomprehensio
n
Organisationalcomprehensio
n
• Know firm’s past/present/future• Open and rapid communication
TrustTrust • Employees trust org leaders• Job security supports trust
• Employees trust org leaders• Job security supports trust
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4-29Copyright © 2013 McGraw-Hill Australia Pty LtdMcShane, Olekalns, Travaglione, Organisational Behaviour, 4e
What is Stress?• An adaptive response to a situation that is
perceived as challenging or threatening to the person’s wellbeing
• A physiological and psychological condition that prepares us to adapt to hostile or noxious environmental conditions
• Eustress versus distress
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4-30Copyright © 2013 McGraw-Hill Australia Pty LtdMcShane, Olekalns, Travaglione, Organisational Behaviour, 4e
General Adaptation Syndrome
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4-31Copyright © 2013 McGraw-Hill Australia Pty LtdMcShane, Olekalns, Travaglione, Organisational Behaviour, 4e
Consequences of Distress
BehaviouralBehavioural Work performance, accidents, absenteeism, aggression, poor decisions
Work performance, accidents, absenteeism, aggression, poor decisions
PhysiologicalPhysiologicalCardiovascular disease, hypertension, headaches
PsychologicalPsychological Dissatisfaction, moodiness, depression, emotional fatigue, burnout
Dissatisfaction, moodiness, depression, emotional fatigue, burnout
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4-32Copyright © 2013 McGraw-Hill Australia Pty LtdMcShane, Olekalns, Travaglione, Organisational Behaviour, 4e
Cynicism
Reduced personal accomplishment
Physiological,psychological
and behaviouralconsequences
Emotionalexhaustion
Interpersonal androle-related stressors
Job Burnout Process
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4-33Copyright © 2013 McGraw-Hill Australia Pty LtdMcShane, Olekalns, Travaglione, Organisational Behaviour, 4e
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 and incivility– Work overload– Low task control
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4-34Copyright © 2013 McGraw-Hill Australia Pty LtdMcShane, Olekalns, Travaglione, Organisational Behaviour, 4e
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
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4-35Copyright © 2013 McGraw-Hill Australia Pty LtdMcShane, Olekalns, Travaglione, Organisational Behaviour, 4e
Sexual Harassment• Unwelcome conduct—detrimental effect on
work environment or job performance• Quid pro quo
– Employment or job performance is conditional on unwanted sexual relations
• Hostile work environment– An intimidating, hostile or offensive working
environment
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4-36Copyright © 2013 McGraw-Hill Australia Pty LtdMcShane, Olekalns, Travaglione, Organisational Behaviour, 4e
Work Overload and Task Control Stressors• Work overload stressor
– Working more hours, more intensely than one can cope with
– Affected by globalisation, consumerism, ideal worker norm
• Task control stressor– Due to lack of control over how and when tasks
are performed– Stress increases with responsibility
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4-37Copyright © 2013 McGraw-Hill Australia Pty LtdMcShane, Olekalns, Travaglione, Organisational Behaviour, 4e
Individual Differences in Stress• Different threshold levels of resistance to
stressor• Use different stress coping strategies• Resilience to stress
– Due to personality and coping strategies
• Workaholism– Highly involved in work– Inner pressure to work– Low enjoyment of work
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4-38Copyright © 2013 McGraw-Hill Australia Pty LtdMcShane, Olekalns, Travaglione, Organisational Behaviour, 4e
Work-Life Balance at Pumpkin Patch
• At Pumpkin Patch, the children’s-wear store, employees get to spend time with their children
• Pumpkin Patch rewards loyalty and long service, and families with young children are supported with in-house crèche facilities or childcare subsidies
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4-39Copyright © 2013 McGraw-Hill Australia Pty LtdMcShane, Olekalns, Travaglione, Organisational Behaviour, 4e
Managing Work-Related Stress• Remove the stressor
– Minimise or remove stressors
• Withdraw from the stressor– Vacation, rest breaks
• Change stress perceptions– Positive self-concept, humour
• Control stress consequences– Healthy lifestyle, fitness, wellness
• Receive social support
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4-40Copyright © 2013 McGraw-Hill Australia Pty LtdMcShane, Olekalns, Travaglione, Organisational Behaviour, 4e
Summary • Emotions and cognition influence attitudes
and behaviour• Emotional labour and emotional intelligence
have an important role in the workplace • Managers need to strategically increase job
satisfaction and organisational commitment • Stress can be harmful to the employee and
the organisation and needs to be managed by both
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Workplace emotions, attitudes
and stress
Chapter 4