EMOTIONANDEMOTIONAL INTELLIGENCE : EMOTIONANDEMOTIONAL INTELLIGENCE DR. TANUSHREE CHAKRABORTY Emotion-Basic Nature : Emotion-Basic Nature Cognitive Component
Difficult to describe for some
Cognitive appraisals related to experience of emotion
Evaluation of emotion pleasant/unpleasant
Mixed emotions Emotions- Why Emotions Were Ignored in OB : The “myth of rationality”
Organizations are not emotion-free.
Emotions of any kind are disruptive to organizations
Original OB focus was solely on the effects of strong negative emotions that interfered with individual and organizational efficiency. © 2005 Prentice Hall Inc. All rights reserved. 4–3 Emotions- Why Emotions Were Ignored in OB What Are Emotions? : 4–4 What Are Emotions? MoodsFeelings that tend to be less intense than emotions and that lack a contextual stimulus. EmotionsIntense feelings that are directed at someone or something. AffectA broad range of emotions that people experience. Basic Emotions : Basic Emotions What Are Emotions? (cont’d) : 4–6 What Are Emotions? (cont’d) Emotional Labor
A situation in which an employee expresses organizationally desired emotions during interpersonal transactions.
A situation in which an employee must project one emotion while simultaneously feeling another. Felt versus Displayed Emotions : © 2005 Prentice Hall Inc. All rights reserved. 4–7 Felt versus Displayed Emotions Felt Emotions
An individual’s actual emotions. Displayed Emotions
Emotions that are organizationally required and considered appropriate in a given job. Emotion Dimensions : Variety of emotions
Intensity of emotions
Frequency and duration of emotions
How often emotions are exhibited.
How long emotions are displayed. © 2005 Prentice Hall Inc. All rights reserved. 4–8 Emotion Dimensions A waitress at a restaurant is expected to do emotional work, such as smiling and express positive emotion towards clients : A waitress at a restaurant is expected to do emotional work, such as smiling and express positive emotion towards clients Slide 10: A nurse working in a hospital, is expected to express positive emotions towards patients, such as warmth and compassion Slide 11: The terms "emotional labor" and "emotion work" are often used interchangeably, which can lead to confusion.
Emotional labor refers to the emotional work done in a paid work setting, while emotion work relates to the unpaid emotional work that a person undertakes in their relationships with family and friends. External Constraints on Emotions : 4–12 External Constraints on Emotions OrganizationalInfluences CulturalInfluences IndividualEmotions OB Applications of Understanding Emotions : Ability and Selection
Emotions affect employee effectiveness.
Emotions are an important part of the decision-making process in organizations.
Emotional commitment to work and high motivation are strongly linked.
Emotions are important to acceptance of messages from organizational leaders. © 2005 Prentice Hall Inc. All rights reserved. 4–13 OB Applications of Understanding Emotions OB Applications… (cont’d) : Interpersonal Conflict
Conflict in the workplace and individual emotions are strongly intertwined.
Emotions affect service quality delivered to customers which, in turn, affects customer relationships.
Deviant Workplace Behaviors
Negative emotions lead to employee deviance (actions that violate norms and threaten the organization).
Property theft and destruction
Personal aggression © 2005 Prentice Hall Inc. All rights reserved. 4–14 OB Applications… (cont’d) Why Emotions? : Why Emotions? EMOTIONAL INTELLIGENCE : EMOTIONAL INTELLIGENCE Emotional Inteligence : The capacity for recognizing our own feelings and those of others for motivating ourselves and for managing emotions well in ourselves and in our relationships
"We can only make decisions
on what we are aware of." Emotional Inteligence Emotional Intelligence : Self awareness
Awareness of others (empathy)
Social skills Emotional Intelligence Personal Competencies : Self awareness
Knowing what we are feeling
Using this in decision making
Being realistic about our abilities and self confident in a grounded way.
Managing our emotions to help us get things done
Recovering well from upset
Being prepared to wait for results Personal Competencies Slide 21: Self Motivation
Using our values to guide us towards challenged goals
Persevering in the face of setbacks
Taking the initiative and being flexible to achieve results Social Competencies : Empathy
Sensing others’ feelings, needs and concerns and understanding different perspectives
Influencing others, building relationships, managing conflicts, persuading and leading, enabling cooperation and teamwork Social Competencies Emotional Intelligence : Knowing your emotions
Managing your emotions
Recognizing emotions in others
Handling relationships Emotional Intelligence Thrusts- : Thrusts- Human resources planning
Selection & Training
Customer relations and
More Corporate culture
Applying EQ in Business Organization Characteristics of a low EQ Person : “If only I had a different job … …”
“If only I had finished graduation … …”
“If only I had been handsome/beautiful …”
“If only my spouse had stopped drinking …”
“If only I had been born rich and famous…”
“If only I had good contacts…”
“If only I had better friends …”
“If only I had married someone else …” Characteristics of a low EQ Person Characteristics of high EQ person : A time to be aggressive and a time to be passive
A time to wait and a time to watch
A time to be together and a time to be alone,
A time to fight and a time to love
A time to work and a time to play
A time to cry and a time to laugh
A time to confront and a time to withdraw
A time to speak and a time to be silent
A time to be patient and a time to decide Characteristics of high EQ person EMOTIONAL SKILLS MANAGERS SHOULD LEARN : EMOTIONAL COMPETENCY
EMOTIONAL SENSITIVITY EMOTIONAL SKILLS MANAGERS SHOULD LEARN EMOTIONAL COMPETENCY : Tackling Emotional Upsets
Handling Inferiority Complex EMOTIONAL COMPETENCY EMOTIONAL MATURITY : EMOTIONAL MATURITY Self-Awareness
Adaptability and Flexibility EMOTIONAL SENSITIVITY : EMOTIONAL SENSITIVITY Applying EQ in business organization : Human resource planning
Recruitment, interviewing, selection and training
Customer relations and customer service and more
Leadership Applying EQ in business organization Healthy Emotional States : Healthy Emotional States Your professional development and career : Assess your own EI abilities
Increase self-awareness and develop a clear understanding of your strengths and areas for development through emotional intelligence training
Improve sensitivity to corporate cultures
Respond appropriately to workplace social cues
Develop more effective communication skills and techniques for avoiding and/or handling conflict
Create an action plan for continued EI self-development Your professional development and career Emotional Competencies : Which are your strengths?
Which are important to you?
Which do you want to develop?
What would success in the skill look like?
How could you develop the skill? Emotional Competencies