Week 4 Notes
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This 3 page Class Notes was uploaded by Charles Miller on Friday September 30, 2016. The Class Notes belongs to COB 202 at James Madison University taught by Staff in Fall 2016. Since its upload, it has received 9 views. For similar materials see Interpersonal Communication in Business at James Madison University.
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Date Created: 09/30/16
Week 4 Emotional Labor Effort, planning and control needed to express organizationally desired emotions during interpersonal transactions Higher in jobs requiring o Frequent/Lengthy emotion display o Variety of emotions displayed o Intense displays of emotion Emotional Dissonance Conflict between true and required emotions Emotional Labor Solutions o Perceive emotional labor as professional skill o Engage in deep acting reshifting the way you perceive a situation o Surface Acting pretending to feel a different emotion than you are actually feeling Emotional Intelligence Ability to recognize and manage emotion in oneself and in others Dimensions of emotional intelligence o Being aware of and able to manage your own emotions and the emotions of others Outcomes of EI o It is associated with: better relations, less emotional labor, better leadership, and higher performance at job interviews EI can be learned it is not solely innate Job Satisfaction A person’s evaluation of his or her job and how they feel about it EVLN Response to dissatisfaction o Exit leave the company/transfer o Voice Changing the situation o Loyalty patiently waiting for the situation to improve o Neglect Reducing work quality, increasing absenteeism Job Satisfaction and Performance o Happy workers are usually more productive Service Profit Chain Model o If an employee is satisfied they will make the make the customer satisfied Organizational Commitment Affective Commitment o The emotional attachment to an organization o Lower turnover and higher motivation and productivity Continuance Commitment o Calculative Attachment employee can’t afford to leave a company or has nowhere to go o Leads to lower turnover but also lower productivity and motivation Organizational Citizenship Behavior o About being a good coworker that helps to improve the organization Building Affective Commitment o Justice o Shared Values o Trust o Organizational Comprehension o Employee Involvement
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