MHR 405 Lecture Notes - Lecture 4: Emotional Labor, Absenteeism, Job Security
11 Jul 2018
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Emotions and attitudes: what comes first, automatic and unconscious process, gut versus logic, so(cid:373)eti(cid:373)es (cid:272)a(cid:374)"t fi(cid:374)d logi(cid:272) for gut feeling. Emotions influence attitudes: cognitive process, beliefs feelings behavioural intentions behaviour = emotions episodes. Cognitive dissonance: emotional experience caused by a perception that our beliefs, feelings, and behaviour are different. Inconsistency generates emotions that motivate us to increase consistency: difficult to undo/change behaviour. Instead, we reduce dissonance by changing our beliefs/feelings about the attitude object. Emotional labour: effort, planning and control needed to express organizationally desired emotions during interpersonal transactions, higher jobs in requiring, frequent/lengthy emotion display, variety of emotions display. Intense emotions display: emotion display norms vary across cultures, expressed emotions discouraged: ethiopia, japan, expressed emotions allowed/expected: kuwait, spain. Emotional labour challenges: difficult to accurately display expected emotions, difficult to hide true emotions, emotional dissonance: conflict between true and required emotions, emotional labour solutions, perceive emotional labour as professional skill, engage in deep acting, not surface acting.
