Emotions - Part 2

Summary

This lecture covers the significance of emotions in the workplace, focusing on how emotions impact behavior and performance. It explains emotional contagion, emotional labor, and emotional dissonance, along with the importance of emotional intelligence. The discussion delves into specific emotions like shame, guilt, and resentment, emphasizing aggression's role in the workplace. Various types of aggression are explored, including threat-based, irritable, and frustration-based aggression, along with the value of assertiveness over aggression. The lecture concludes by introducing stress as a topic for the next session.

Takeaways

• 😀 Emotions play a crucial role in human life and can vary in expression across cultures, but most emotions are universal.
• 🤔 Emotional intelligence is important, as it helps individuals manage their emotions effectively.
• 😊 Emotions can be self-directed or targeted towards external people, objects, or events.
• 😌 Mood, which can be positive or negative, has a significant impact on how we perceive and behave in the workplace.
• 🤧 Emotional contagion is when emotions spread to others, similar to how a cold spreads, influencing the workplace atmosphere.
• 😄 Emotional labor involves showing expected emotions, especially in service jobs, often through surface or deep acting.
• 😕 Emotional dissonance occurs when there is a conflict between felt and expressed emotions, which can lead to discomfort.
• 😠 Common negative emotions in the workplace include shame, humiliation, guilt, resentment, and anger.
• 😡 Anger and aggression, though often seen negatively, can have positive outcomes if managed or directed properly.
• 😤 Passive aggression, instrumental aggression, and frustration-based aggression are different forms of workplace aggression, each requiring different strategies to resolve.

Q & A

What role do emotions play in the workplace according to the lecture?

Emotions significantly influence how individuals behave and perform at work. Positive emotions can enhance job satisfaction and commitment, while negative emotions like shame or anger can impact productivity and workplace relationships.

What is emotional intelligence, and why is it important in the workplace?

Emotional intelligence is the capacity to manage one's emotions effectively and understand others' emotions. In the workplace, high emotional intelligence helps in better communication, conflict resolution, and managing emotional stress.

How does emotional contagion work in a workplace setting?

Emotional contagion refers to the phenomenon where emotions spread from one person to another, similar to how a common cold spreads. Positive emotions can uplift the mood of others, while negative emotions can bring down the overall atmosphere.

What is the difference between surface acting and deep acting in emotional labor?

Surface acting involves pretending to feel emotions, showing them outwardly but not genuinely experiencing them. Deep acting involves trying to actually feel the emotions one is expected to display, creating a more authentic expression.

What is emotional dissonance, and how does it affect employees?

Emotional dissonance occurs when there is a mismatch between what an employee feels and what they are expected to display. This can lead to stress, dissatisfaction, and emotional exhaustion if prolonged.

How can anger be viewed both negatively and positively in the workplace?

While anger can lead to unfavorable consequences and negatively affect an individual’s well-being, it can also be a source of energy or motivation when channeled toward social causes or resolving injustices in the workplace.

What is passive aggression, and why is it considered more harmful than active aggression?

Passive aggression occurs when someone indirectly expresses negative feelings instead of openly addressing the issue. It is often more harmful than active aggression because it can undermine relationships without providing an opportunity for resolution.

What are the four types of aggression discussed in the lecture?

The four types of aggression are: threat-based aggression, irritable aggression, frustration-based aggression, and instrumental aggression. Each type is triggered by different causes, such as perceived threats, stress, goal frustration, or intentional use of aggression to gain power.

What is assertiveness, and why is it important in relationships at the workplace?

Assertiveness is the ability to express one’s feelings and concerns openly while respecting both oneself and the other person. It is important in the workplace because it helps resolve conflicts and maintain healthy relationships without resorting to passive or aggressive behavior.

How can frustration-based aggression be managed in the workplace?

Frustration-based aggression can be managed by identifying the barrier to achieving a goal, thinking of alternative solutions, and using techniques like self-talk or out-of-the-box thinking. Patience and problem-solving strategies are key to resolving the underlying issues.