MHR 405 Lecture Notes - Lecture 4: Job Performance, Extraversion And Introversion, Emotional Labor

• School: Ryerson University
• Department: Human Resources
• Course: MHR 405
• Professor: David Chalmers

Document Summary

Former jetblue employee steven slater (shown in photo) and other flight attendants are expected to manage their emotions on the job even when faced with significant stressors. Ei can be when your emotions ride over your rational decisions. Cultures: display or hiding emotions varies across cultures, minimal emotional expression and monotonic voice in ethiopia, japan, austria, encourage emotional expression in kuwait, egypt, spain, russia. Generating positive emotions at work: companies are aware of the dual cognitive-emotional attitude process, they actively create more positive than negative emotional episodes, which produces more positive work attitudes. Emotional labour defined: effort, planning and control needed to express organizationally desired emotions during interpersonal transactions, higher in job requiring, frequent/lengthy emotion display, variety of emotions display. Emotional labour across cultures: displaying or hiding emotions varies across cultures, minimal emotional expression and monotonic voice in ethiopia, japan, austria, encourage emotional expression in kuwait, egypt, spain, russia.