Public Administration - Municipal OBR250 Lecture Notes - Lecture 5: Westjet, Corus Entertainment, Emotional Labor
29 Dec 2017
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Document Summary
Westjet airlines generates plenty of positive emotions among employees and guests (such as its christmas miracle. Event), which translates into happy guests and better financial success than most other airlines. Psychological, behavioural, and physiological episodes that create a state of readiness. Evaluation (core affect) evaluate that something is good/bad. Corus entertainment employees enjoy interesting work creating television and radio programs, but the company"s recently-built toronto headquarters has measurably increased morale by putting more fun into the workplace. Emotional experience caused by a perception that our beliefs, feelings, and behaviour are incongruent. Inconsistency generates emotions that motivate us to increase consistency. Instead, we reduce dissonance by changing our beliefs/feelings about the attitude object. Effort, planning and control needed to express organizationally desired emotions during interpersonal transactions. Emotional dissonance -- conflict between true and required emotions. Engage in deep acting, not surface acting.
