Emotional Processes-Part 1-Introduction and Emotional Labor

Emotional Processes in Organizations : 

Emotional Processes in Organizations Part 1: Introduction and Emotional Labor Copyright Marshall Scott Poole

Introduction : 

Introduction Tendency to emphasize the rational side of organizations…They are instruments for achieving goals Organizations also have an emotional side We experience emotions as part of work Emotions can facilitate or impede goal achievement Emotions have personal impacts for members Copyright Marshall Scott Poole

Introduction : 

Introduction What is emotion? Emotions occur in reaction to stimuli that threaten to interrupt, impede, or enhance one’s goals Central constituent of emotion is positive or negative affect Physiological changes accompany emotional experiences Cognition frames and helps people interpret emotional reactions Specific behavioral tendencies or reactions are associated with emotions Copyright Marshall Scott Poole

Were you ever expected to show an emotion at work that you did not really feel? : 

Were you ever expected to show an emotion at work that you did not really feel? Yes No Copyright Marshall Scott Poole

What emotion was it? : 

What emotion was it? Happiness Humor Seriousness Other Copyright Marshall Scott Poole

II. Emotional Labor : 

II. Emotional Labor A. Definition When workers are expected to show certain emotions as part of their jobs Delta airlines pilot speaking to flight attendants in training: “Now girls, I want you to go out there and really smile. Your smile is your biggest asset. I want you to go out there and really use it…Really smile. Really lay it on.” Delta airlines flight attendant: “Sometimes I come off a long trip in a state of utter exhaustion, but I find I can’t relax…It’s as if I can’t release myself from an artificially created elation that kept me ‘up’ on the trip.” Copyright Marshall Scott Poole

II. Emotional Labor : 

II. Emotional Labor B. How It is Done Done through acting: Surface acting Don’t really feel emotion, but act like you do “If I pretend I’m really up, sometimes I actually get into it.” Deep acting Really feel the emotion as part of the role “I try to remember that if he’s drinking too much, he’s probably just afraid of flying…I think to myself, ‘he’s like a little child’…When I see him that way I don’t get mad that he’s yelling at me.” Copyright Marshall Scott Poole

II. Emotional Labor : 

II. Emotional Labor B. How It is Done 2. Training Coaching “Whatever happens, you’re supposed to say, I know just how you feel. Lost your luggage? I know just how you feel. Didn’t get that steak you were hoping for. I know just how you feel.” Done for the good of the organization “Trainer: What are we doing?” Flight attendant: “Selling Delta!” Trainer: “No you’re selling yourself…We’re in the business of selling ourselves.” Copyright Marshall Scott Poole

II. Emotional Labor : 

II. Emotional Labor C. Impacts Sometimes positive results… Sometimes negative results… Emotional dissonance Alienation from true emotions Anger and frustration Copyright Marshall Scott Poole

II. Emotional Labor : 

II. Emotional Labor Flight attendant at the end of her rope…. “There was one time when I finally decided someone had it coming. It was a woman who complained about absolutely everything…I told her in my prettiest voice, ‘We’re doing our best for you. I’m sorry you aren’t happy with [things]’…Then she began yelling at me and my co-worker friend…Well, that did it… This lady asked for one more Bloody Mary. I fixed the drink put it on a tray, and when I got to her search, my toe somehow found a piece of carpet and I tripped—and that Bloody Mary hit that white pants suit!” Copyright Marshall Scott Poole