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Flashcards in New Genre of Leadership and Emotions Deck (18)
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What are emotions?

Intense feelings that are directed at someone or something


What is affect?

A broad range of emotions that people experience


What are moods?

Feelings that tend to be less intense than emotions and that lack a contextual stimulus


How does conflict arise within a person?

Conflict may arise when others expect you to feel a certain way but you feel another. When the two diverge, oppose or misalign, this may create emotional and internal conflict.


What is the idea of emotional labour according to H and B (2013)?

The act of expressing organisationally required emotions during interactions with others at work


What does emotional labour involve according to Arlie Hochschild?

Managing ones emotions, displaying emotions in interactions, creating a particular impression/feeling/response in others


When is emotional labour important?

In service sector: airlines, hotels, food and beverage organisations


What is the case of emotional labour according to Arlie Hochschild?

Hochschild demonstrated emotional labour in the work of airline stewardesses


What is emotional dissonance?

Inconsistencies between the emotions we feel and the emotions we project.


What are felt emotions?

Emotions that employees actually feel


What are displayed emotions?

Emotions that employees are required to show


What strategy do Taylor and Tyler (2000) put forward for dealing with emotional dissonance?

- Resisting, by consciously engaging in behaviours that they are not supposed to engage in
- Complying, when authority is watching
- Emphasising performance over individual needs
- Focus on other aspects of work, such as technical skills and safety
- Constructing individual spaces in order to cope with dissonance


What is surface acting?

Emotion suppression - not displaying how you feel

Emotion simulation - displaying emotions you do not feel

No internalisation of emotions


What is deep acting?

Process of attempting to modify one's felt emotions - based on display rules

So that one really experiences them

Inner feelings about organisational role and customer they serve

Outward behaviour becomes automatic


What is the first step of managing emotional dissonance?

Appraisal and expression of emotion:
- Awareness of own emotion
- Accurate expression of own emotion
- Aware of others' emotions
- Showing empathy for others' emotions


What is the second step for managing emotional dissonance?

Knowledge about emotion:
- Knowing causes of emotions
- Knowing consequences of emotion
- Knowing how emotion can progress over time


What is the third step for managing emotional dissonance?

Use of emotion to enhance cognitive process and thinking:
- Directing attention to the source of the emotion
- Using emotion to facilitate making choices
- Using specific emotions to enhance certain cognitive processes


What is the fourth step for managing emotional dissonance?

Management of emotions:
- Meta regulation of mood to achieve goals
- Inducing emotions in others to achieve goals
- Positive mood maintenance (in self)
- Negative mood repair or improvement (in self)
- Management of others' emotions (e.g optimism and frustration)