MGT 4620 Lecture Notes - Lecture 4: Emotional Labor, Emotional Contagion, Trait Theory
Document Summary
Emotions: anger, fear, sadness, happiness, disgust, surprise and more, affect: includes both emotion and mood; umbrella term for feeling. Difference between emotions and moods: emotions: caused by specific event; tend to be more brief. Action oriented: moods: general, unclear cause; culmination of generally bad affective state; longer duration. Individual factors: personality, age, gender, and stress. Behavior factors: social activities, sleep, and exercise. Environmental factors: time of day, day of the week, and weather (not necessarily) Expressing organizationally desired emotions during work interactions. When there is a difference between felt and displayed emotions. Has to be a disconnect between how you actually feel vs what you are displaying: putting on a face for a job, anything with customer service or dealing with the public. Two general types of emotional labor: surface acting: fake it till you make it. Least effective; less likely to be seen as genuine; suppressing.
