2. What is Emotion?
Internal conscious states that we infer in
ourselves and others.
• Emotions are private experiences.
• We use operational definitions because
we cannot actually see feelings.
• We infer observable behavior associated
3. What Are Emotions?
A broad range of feelings that
Intense feelings that are Feelings that tend to be less
directed at someone or intense than emotions and
something. that lack a contextual
4. Four components of Emotion
Significant life event Purpose
5. Feeling component
• Emotions are subjective feelings
• Make us feel in a particular way.
• Anger or joy.
• Meaning and personal significance.
• Vary in intensity and quality.
• Rooted in mental processes (labeling).
6. Bodily Arousal
• Biological activation.
• Autonomic and hormonal systems.
• Prepare and activate adaptive coping
behavior during emotion.
• Body prepared for action.
• Alert posture, clenched fists.
7. Purposive component
• Give emotion its goal-directed force.
• Motivation to take action.
• Cope with emotion-causing circumstances.
• Why people benefit from emotions.
• Social and evolutionary advantage.
8. Social-Expressive component
• Emotion’s communicative aspect.
• Postures, gestures, vocalizations, facial
expressions make our emotions
• Verbal and nonverbal communication.
• Helps us interpret the situation.
• How person reacts to event.
20. Emotional labor
• Emotional labor is a form of emotional
regulation wherein workers are expected to
display certain emotions as part of their
job, and to promote organizational goals.
• The intended effects of these emotional
displays are on other, targeted people, who
can be clients, customers, subordinates or co-
21. Emotional labour
• According to Hochschild, jobs involving
emotional labor are defined as those that:
– require face-to-face or voice-to-voice contact with
– require the worker to produce an emotional state
in another person
– allow the employer, through training and
supervision, to exercise a degree of control over
the emotional activities of employees.
22. Forms of emotional labor
• Employees can display organizationally-desired
emotions by acting out the emotion.
• Such acting can take two forms
– Surface acting
• involves "painting on" affective displays, or faking;
• Surface acting involves an employee's presenting emotions
on his or her "surface" without actually feeling them.
• The employee in this case puts on a facade as if the
emotions are felt, like a "personal".
– Deep acting
• wherein they modify their inner feelings to match the
emotion expressions the organization requires.
24. Four Components of Emotional
• There are four fundamental aspects of EI
– Social Awareness, and
– Relationship Management.
25. Components of EI
• Self-awareness – The ability to recognize your
own emotions and how they affect your
thoughts and behavior, know your strengths
and weaknesses, and have self-confidence.
• Self-management – The ability to control
impulsive feelings and behaviors, manage
your emotions in healthy ways, take
initiative, follow through on
commitments, and adapt to changing
26. Components of EI
• Social awareness – The ability to understand the
emotions, needs, and concerns of other
people, pick up on emotional cues, feel
comfortable socially, and recognize the power
dynamics in a group or organization.
• Relationship management – The ability to
develop and maintain good
relationships, communicate clearly, inspire and
influence others, work well in a team, and
35. Advantages of EI
• Greater productivity
• Improved job performance
• Fewer grievances
• Better conflict resolution
• Increased creativity and innovation
• Better teamwork
• High motivation
• Better employee retention
36. Arguments of Emotional Intelligence
• Intuitive appeal
• Emotional intelligence predicts criteria that matters
• Emotional intelligence is biologically based
• Emotional intelligence is too vague
• Emotional intelligence can’t be measured
• The validity of emotional intelligence is suspect