Chapter 4: Emotions, Work Behaviour

Question 1

Affect

Answer 1

a term encompassing:
o Emotions: Intense, short-lived, triggered by specific events (e.g., anger, joy)

o Moods: Less intense, longer-lasting, and more generalized feelings (not directed)

Question 2

Affective Events Theory (AET)

Answer 2

o Job satisfaction can fluctuate based on positive or negative work events.
o Emotional responses to events influence overall job satisfaction.

Question 3

Emotional Contagion

Answer 3

o Emotions and moods can spread between coworkers or throughout a team.
o Positive contagion improves cooperation and satisfaction.

Question 4

Emotional Labor

Answer 4

• The requirement to conform to emotional display rules in a job (e.g., staying calm with difficult customers).
• when employees experience a conflict between how they feel and the emotions they are expected to display when interacting with others
• Positively related to emotional exhaustion, burnout, stress
• Negatively related to job satisfaction

Question 5

Values

Answer 5

a broad tendency to prefer certain states of affairs over others.
* influence what we consider good/bad and guide behavior.
* broad and not predictive of specific behaviors.
* Learned through social reinforcement from parents, teachers, and cultural figures.

Question 6

Self Perception Theory

Answer 6

People make reasonable inferences about their attitudes based on perceptions of their behavior

Question 7

Cognitive Dissonance

Answer 7

e.g., when behavior and attitudes are inconsistent. Can lead to anxiety and a change in attitude (to reduce the anxiety).