2. Emotion in the
Workplace
Most models governed by logic and
rationality
Interactions often governed by emotion
Scholars beginning to appreciate emotional
nuances
3. Emotion in the
Workplace
When theorists moved away from purely
logical models moved to models that
considered bounded rationality
Mumby and Putnam began to look at
emotional life as central focus
Consider ways paying attention to
emotion might lead to new ways of
understanding
4. Emotion as Part of
the Job
In many jobs, communication between
employee and client involves some degree
of emotional content
Emotional labor
Surface acting
Deep acting
5. Emotion as Part of
the Job
Generalizations from work on emotional
labor:
Seen as way to increase success of
organization
Most research considers emotion
controlled through training
Most research considers emotional
displays related through deep acting or
surface acting
Workers are aware they are acting
6. Emotion as Part of
the Job
There are times when workers feel
emotions on the job
Genuine emotion
Emotional work
Compassionate communication
7. Emotion as Part of
Relationships
Should look more at emotions that emerge
from relationships
Emotion at work
Workplace bullying
8. Emotion as Part of
Relationships
Waldron’s aspects of work relationships
that create intense emotion:
Tension between public and private
Relational networks and emotional
buzzing
Conflicting allegiances
Emotional rights and obligations at work
9.
10. Emotion Rules and
Emotional Intelligence
Emotional intelligence
High emotional IQ
Criticized by some scholars
11. Stress, Burnout, and
Social Support
Stress
Scholars use term in different ways
Stress process
Stressors
Burnout
12.
13. Burnout
Wearing out from pressures of work
Chronic condition
Consists of:
Emotional exhaustion
Lack of personal accomplishment
Depersonalization
14. Stressors that Lead to
Burnout
Most frequent stressors:
Workload
Conflict
Role ambiguity
Can also result from stressors outside
workplace
Learn more about symptoms and how to
cope at:
http://www.helpguide.org/mental/burnout_s
15. Outcomes of Burnout
Physiological effects
Attitudinal effects
Lower levels of satisfaction
Lower levels of commitment
Organizational effects
Turnover
16. Communication as a
Cause of Burnout
Communication interactions contribute to
workload
Can also influence role conflict and role
ambiguity
Emotional communication
17. Emotional Labor as a
Contributor to Burnout
Emotions required as part of job
Closely linked with burnout
Serious psychological risk
Danger is display of emotions that are
not felt
Emotional dissonance
20. Communicative
Coping: PDM
Participation in decision making (PDM)
Can improve satisfaction and
productivity
Can decrease burnout
Reduces role conflict and role ambiguity
21. Communicative
Coping: Social Support
Typologies of social Individuals who can
support: provide support:
Emotional Supervisors
support Coworkers
Informational Friends and
support family
Instrumental
support