Chapter 7: Managing Stress and Emotions
Cognitive Dissonance
Mismatch between emotions and behaviours
Outcomes of Stress: Physiological
Nervousness, headaches, irritability, fatigue
affective events theory
a theory that describes how workplace events can generate emotional reactions that impact work behaviours
Challenge stressed mindsets
elevate - will this matter one year from now? trust a positive outcome. Find the opportunity in the problem, focus on the positive.
Deep Acting
emotional labor that consists of managing one's feelings, including emotions required by the job
Surface Acting
emotional labor that consists of managing or faking one's expressions or emotions. Highest cognitive dissonance making it the worse
Emotions and ethics
emotions play a large part in solving an ethical dilemma. National culture and practices can have an effect on stress.
Emotions
intense feelings resulting from some event. You know why you feel this way
emotional intelligence
the ability to perceive, understand, manage, and use emotions
What includes in flow
• Challenge: the task is reachable but requires a stretch • Meaningfulness: the task is worthwhile or important • Competence: the task uses skills that you have • Choice: you have some say in the task and how it's carried out
Women vs men response to stress
Heightened response to stress due to higher levels of estrogen but can process stress better due to stronger social networks. Can become more stressed
Emotional Contagion
Idea that emotions can be contagious. E.g. you serve an angry customer and you feel angry serving them.
Outcomes of Stress: Psychological
depression and anxiety
Type B response to stress
- Calmer, think through situations - less compeititive
Work outcomes from Stress
- Negative attitudes - turnover - decrease in job performance - lower commitment
Organizational approaches to manage stress
- clear expectations to help against role ambiguity - give autonomy - fair work environment - flexible work arrangements - Employee assistance program e.g online resources for counselling
Type A response to stress
- high levels of speed/development - react with more emotion - hard competitiveness
Eustress
A positive stress that energizes a person and helps a person reach a goal
Hans Selye - Three phases of Stress
Alarm phase - initial jolt Resistance - body draws on fat and sugars Exhaustion Phase - fats, and sugars depleted and damage occurs
Genuine Acting
Behavior requiring an individual to display emotions aligned with their own. Ideal.
Workplace stressors
Role Demands - role ambiguity, conflict, and overload -information overload (email, voicemail, memos) - work-family conflict - life changes - downsizing
Stress
The force that gets us out of the bed in the morning, motivates us to the gym and inspires us to work. The body' reaction to a change that requires a physical, mental or emotional adjustment or response.
Emotional Labour
The regulation of feelings and expressions for organizational purposes.
Mood
less intense as emotion lacks contextual stimulus. You don't know why you feel this way
Distress
negative stress
Flow
state of consciousness in which a person is totally absorbed in an activity. We've all experienced flow: It's the state of mind in which you feel strong, alert, and in effortless control.