Flashcards in New Genre of Leadership and Emotions Deck (18)
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