2. WHAT IS EMOTION ?
• is the ability to identify, assess, and control the emotions of
oneself, of others, and of groups. It can be divided into ability
EI and trait EI.
• Criticisms have centered on whether EI is a
real intelligence and whether it has incremental validity
over IQ .
13. Gender and Emotions
– Can show greater emotional expression
– Experience emotions more intensely
– Display emotions more frequently
– Are more comfortable in expressing emotions
– Are better at reading others’ emotions
– Showing emotions is inconsistent with the male image
– Are less able to read and to identify with
– Have less need to seek social approval by
showing positive emotions
14. Emotional Labor
• A situation in which an employee expresses
organizationally desired emotions during
• Emotional dissonance—Inconsistencies between the
emotions we feel and the emotions we project.
15. WHAT IS EMOTIONAL
• Emotional intelligence (EQ) is the ability to
IDENTIFY, UNDERSTAND, and MANAGE
EMOTIONS in positive ways to relieve stress,
communicate effectively, empathize with
others, overcome challenges, and defuse
16. Emotional Intelligence
Consists Of Four Attributes
• Self-awareness – You recognize your own emotions
and how they affect your thoughts and behavior,
know your strengths and weaknesses, and have self-
• Self-management – You’re able to control impulsive
feelings and behaviors, manage your emotions in
healthy ways, take initiative, follow through on
commitments, and adapt to changing circumstances.
17. • Social awareness – You can 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
• Relationship management – You know how to
develop and maintain good relationships,
communicate clearly, inspire and influence others,
work well in a team, and manage conflict.
19. OB Applications of Emotions and Moods
• Emotions and Selection
– Emotions affect employee effectiveness.
• Decision Making
– Emotions are an important part of the decision-making
process in organizations.
– Positive mood increases creativity.
– Emotional commitment to work and high
motivation are strongly linked.
20. OB Applications of Emotions and Moods
– Emotions are important to acceptance of messages from
• Interpersonal Conflict
– Conflict in the workplace and individual emotions are
– Emotions can impair negotiations.
• Customer Services
– Emotions affect service quality delivered to
customers which, in turn, affects