Emotions in the workplace
Encyclopedia
Emotions in the workplace play a large role in how an entire organization
communicates within itself and to the outside world. “Events at work have real emotional impact on participants. The consequences of emotional states in the workplace, both behavioral and attitudinal, have substantial significance for individuals, groups, and society”. “Positive emotions in the workplace help employees obtain favorable outcomes including achievement, job enrichment
and higher quality social context”. “Negative emotions, such as fear
, anger
, stress
, hostility
, sadness
, and guilt
, however increase the predictability of workplace deviance
,”, and how the outside world views the organization.
“Emotion
s normally are associated with specific events or occurrences and are intense enough to disrupt thought processes.”. Mood
s on the other hand, are more “generalized feelings or states that are not typically identified with a particular stimulus
and not sufficiently intense to interrupt ongoing thought processes”. There can be many consequences for allowing negative emotions to affect your general attitude
or mood at work. “Emotions and emotion management are a prominent feature of organizational life. It is crucial “to create a publicly observable and desirable emotional display as a part of a job role.”
have “desirable effect independent of a person's relationship
s with others, including greater task activity, persistence and enhanced cognitive function.” “Strong positive emotions of emotionally intelligent
people [include] optimism
, positive mood, self-efficacy
, and emotional resilience to persevere under adverse circumstances. “. “Optimism rests on the premise that failure is not inherent in the individual; it may be attributed to circumstances that may be changed with a refocusing of effort.” Those who express positive emotions in the workplace are better equipped to influence their coworkers favorably. “They are also more likable, and a halo effect
may occur when warm or satisfied employees are rated favorably on other desirable attributes.” It is likely that these people will inspire cooperation
in others to carry out a task. It is said that, “employees experience fewer positive emotions when interacting with their supervisor
s as compared with interactions with coworkers and customer
s.” Specific workers such as “service provider
s are expected to react to aggressive
behaviors directed toward them with nonaggressive and even courteous behavior…also to engage in what has been termed emotional labor
by demonstrating polite and pleasant manners regardless of the customer’s behavior.”
to service, organizational participants are coping with new challenges, and those challenges often involve complex processes of emotion in the workplace. The initial shift in the economy
involved a move to customer service
(including industries such as retailing
, restaurant
s and the travel industry) , leading to scholarly consideration of the way emotional communication is used in the service of customers and in the advancement of organizational goals. This type of work has come to be labeled as emotional labor...the emotions and displays in emotional labor are largely inauthentic and are seen by management as a commodity
that can be controlled, trained and set down in employee handbooks.” “This relates to the induction or suppression of feeling in order to sustain an outward appearance that produces a sense in others of being cared for in a convivial safe place.”. Emotional labor refers to effort to show emotions that may not be genuinely felt but must be displayed in order to “express organizationally desired emotion during interpersonal transaction.” “Commercialization
of emotional labor and the trends towards the homogenization of industrial and service-sector labor processes have, in turn, been shaped by the adoption of new management practices designed to promote feeling-rules and personal patterns of behavior that enhance the institutions or enterprises performance or competitive edge”. In order to define the image that they want their organizations to portray, leaders use a “core component of “emotional intelligence” to recognize emotions.”. That appear desirable. Organizations have begun using their employee’s “emotion as a commodity used for the sake of profit”. Emotional labor inhibits workers from being able to participate in authentic emotional work. Emotional work is described as “emotion that is authentic, not emotion that is manufactured through surface acting…rarely seen as a profit center for management”. “The person whose feelings are easily aroused (but not necessarily easily controlled) is going to have far more difficulty in dealing with emotionally stressful situations. In contrast, empathic concern
is hypothesized to have positive effects on responsiveness in internation and on outcomes for the worker. A worker with empathic concern will have feelings for the client but will be able to deal more effectively with the client’s problems because there is not a direct sharing of the client’s emotions”. “Although emotional labor may be helpful to the organizational bottom line, there has been recent work suggesting that managing emotions for pay may be detrimental to the employee”. Emotional labor and emotional work both have negative aspects to them including the feelings of stress, frustration
or exhaustion that all lead to burnout
. “Burnout is related to serious negative consequences such as deterioration in the quality of service, job turnover, absenteeism
and low morale
…[It] seems to be correlated with various self report indices of personal distress
, including physical exhaustion, insomnia
, increased use of alcohol and drugs and marital and family problems”.
s which appear to be the most stressful work-related factors”. “Cynicism is a negative affective reaction to the organization. Cynics feel contempt
, distress, shame
, and even disgust
when they reflect upon their organizations” (Abraham, 1999). Negative emotions are cause by “a range of workplace issues, including aggression, verbal abuse
, sexual harassment
, computer flaming, blogging, assertiveness
training, grapevines, and non verbal behavior”. “Stress is the problem of each person feeling it. [Negative emotions] can be caused by “poor leadership
, lack of guidance, lack of support and backup. Employees lack of confidence in their abilities to deal with work demands… and their lack of confidence in coworkers… can also create prolonged negative stress”. Showing stress reveals weakness, therefore, employees suppress their negative emotions at work and home. “People who continually inhibit their emotions have been found to be more prone to disease
than those who are emotionally expressive”.
, depression
, substance abuse
, and somatic
complaints”.
Marital and Family- Spouses and children can feel the crossover effects of burnout brought home from the workplace. Depleted levels of energy which effect home management is another consequence.
Organizational- Negative feelings at work effect “employee moral, turnover rate, commitment to the organization”.
”. “As the number of women entering the workforce has increased and more women have advanced to higher positions with greater responsibility, accountability
, and prestige, gender issues have become increasingly salient in both the workplace and academia… Women’s advancement is often accompanied by feelings of conflict
or ambivalence
”.
and maintaining psychological well-being. This indicates that stress reduction and health protection could be achieved not only by decreasing work demands (stressor
s), but also by increasing the personal resources of employees, including emotional intelligence. The increasing of EI skills (empathy
, impulse control) necessary for successful job performance can help workers to deal more effectively with their feelings, and thus directly decrease the level of job stress and indirectly protect their health”.
Organization
An organization is a social group which distributes tasks for a collective goal. The word itself is derived from the Greek word organon, itself derived from the better-known word ergon - as we know `organ` - and it means a compartment for a particular job.There are a variety of legal types of...
communicates within itself and to the outside world. “Events at work have real emotional impact on participants. The consequences of emotional states in the workplace, both behavioral and attitudinal, have substantial significance for individuals, groups, and society”. “Positive emotions in the workplace help employees obtain favorable outcomes including achievement, job enrichment
Job enrichment
Job enrichment is an attempt to motivate employees by giving them the opportunity to use the range of their abilities. It is an idea that was developed by the American psychologist Frederick Hertzberg in the 1950s. It can be contrasted to job enlargement which simply increases the number of tasks...
and higher quality social context”. “Negative emotions, such as fear
Fear
Fear is a distressing negative sensation induced by a perceived threat. It is a basic survival mechanism occurring in response to a specific stimulus, such as pain or the threat of danger...
, anger
Anger
Anger is an automatic response to ill treatment. It is the way a person indicates he or she will not tolerate certain types of behaviour. It is a feedback mechanism in which an unpleasant stimulus is met with an unpleasant response....
, stress
Stress (biology)
Stress is a term in psychology and biology, borrowed from physics and engineering and first used in the biological context in the 1930s, which has in more recent decades become commonly used in popular parlance...
, hostility
Hostility
Hostility is a form of angry internal rejection or denial in psychology. It is a part of personal construct psychology, developed by George Kelly...
, sadness
Sadness
Sadness is emotional pain associated with, or characterized by feelings of disadvantage, loss, despair, helplessness, sorrow, and rage. When sad, people often become outspoken, less energetic, and emotional...
, and guilt
Guilt
Guilt is the state of being responsible for the commission of an offense. It is also a cognitive or an emotional experience that occurs when a person realizes or believes—accurately or not—that he or she has violated a moral standard, and bears significant responsibility for that...
, however increase the predictability of workplace deviance
Workplace deviance
Workplace deviance, in group psychology, may be described as the deliberate desire to cause harm to an organization – more specifically, a workplace. The concept has become an instrumental component in the field of organizational communication...
,”, and how the outside world views the organization.
“Emotion
Emotion
Emotion is a complex psychophysiological experience of an individual's state of mind as interacting with biochemical and environmental influences. In humans, emotion fundamentally involves "physiological arousal, expressive behaviors, and conscious experience." Emotion is associated with mood,...
s normally are associated with specific events or occurrences and are intense enough to disrupt thought processes.”. Mood
Mood (psychology)
A mood is a relatively long lasting emotional state. Moods differ from emotions in that they are less specific, less intense, and less likely to be triggered by a particular stimulus or event....
s on the other hand, are more “generalized feelings or states that are not typically identified with a particular stimulus
Stimulus (physiology)
In physiology, a stimulus is a detectable change in the internal or external environment. The ability of an organism or organ to respond to external stimuli is called sensitivity....
and not sufficiently intense to interrupt ongoing thought processes”. There can be many consequences for allowing negative emotions to affect your general attitude
Attitude (psychology)
An attitude is a hypothetical construct that represents an individual's degree of like or dislike for something. Attitudes are generally positive or negative views of a person, place, thing, or event— this is often referred to as the attitude object...
or mood at work. “Emotions and emotion management are a prominent feature of organizational life. It is crucial “to create a publicly observable and desirable emotional display as a part of a job role.”
Positive emotions
Positive emotions at work such as high achievement and excitementPleasure
Pleasure describes the broad class of mental states that humans and other animals experience as positive, enjoyable, or worth seeking. It includes more specific mental states such as happiness, entertainment, enjoyment, ecstasy, and euphoria...
have “desirable effect independent of a person's relationship
Interpersonal relationship
An interpersonal relationship is an association between two or more people that may range from fleeting to enduring. This association may be based on limerence, love, solidarity, regular business interactions, or some other type of social commitment. Interpersonal relationships are formed in the...
s with others, including greater task activity, persistence and enhanced cognitive function.” “Strong positive emotions of emotionally intelligent
Emotional intelligence
Emotional intelligence is a skill or ability in the case of the trait EI model, a self-perceived ability to identify, assess, and control the emotions of oneself, of others, and of groups. Various models and definitions have been proposed of which the ability and trait EI models are the most...
people [include] optimism
Optimism
The Oxford English Dictionary defines optimism as having "hopefulness and confidence about the future or successful outcome of something; a tendency to take a favourable or hopeful view." The word is originally derived from the Latin optimum, meaning "best." Being optimistic, in the typical sense...
, positive mood, self-efficacy
Self-efficacy
Self-efficacy is a term used in psychology, roughly corresponding to a person's belief in their own competence.It has been defined as the belief that one is capable of performing in a certain manner to attain certain set of goals. It is believed that our personalized ideas of self-efficacy affect...
, and emotional resilience to persevere under adverse circumstances. “. “Optimism rests on the premise that failure is not inherent in the individual; it may be attributed to circumstances that may be changed with a refocusing of effort.” Those who express positive emotions in the workplace are better equipped to influence their coworkers favorably. “They are also more likable, and a halo effect
Halo effect
The halo effect is a cognitive bias whereby one trait influences another trait or traits of that person or object. This is very common among physically attractiveness...
may occur when warm or satisfied employees are rated favorably on other desirable attributes.” It is likely that these people will inspire cooperation
Cooperation
Cooperation or co-operation is the process of working or acting together. In its simplest form it involves things working in harmony, side by side, while in its more complicated forms, it can involve something as complex as the inner workings of a human being or even the social patterns of a...
in others to carry out a task. It is said that, “employees experience fewer positive emotions when interacting with their supervisor
Supervisor
A supervisor, foreperson, team leader, overseer, cell coach, facilitator, or area coordinator is a manager in a position of trust in business...
s as compared with interactions with coworkers and customer
Customer
A customer is usually used to refer to a current or potential buyer or user of the products of an individual or organization, called the supplier, seller, or vendor. This is typically through purchasing or renting goods or services...
s.” Specific workers such as “service provider
Service provider
A service provider is an entity that provides services to other entities. Usually, this refers to a business that provides subscription or web service to other businesses or individuals. Examples of these services include Internet access, Mobile phone operators, and web application hosting...
s are expected to react to aggressive
Aggression
In psychology, as well as other social and behavioral sciences, aggression refers to behavior between members of the same species that is intended to cause humiliation, pain, or harm. Ferguson and Beaver defined aggressive behavior as "Behavior which is intended to increase the social dominance of...
behaviors directed toward them with nonaggressive and even courteous behavior…also to engage in what has been termed emotional labor
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...
by demonstrating polite and pleasant manners regardless of the customer’s behavior.”
Emotional Labor/ Emotional Work
“As the nature of the U.S. and global economies is increasingly transforming from manufacturingManufacturing
Manufacturing is the use of machines, tools and labor to produce goods for use or sale. The term may refer to a range of human activity, from handicraft to high tech, but is most commonly applied to industrial production, in which raw materials are transformed into finished goods on a large scale...
to service, organizational participants are coping with new challenges, and those challenges often involve complex processes of emotion in the workplace. The initial shift in the economy
Economy
An economy consists of the economic system of a country or other area; the labor, capital and land resources; and the manufacturing, trade, distribution, and consumption of goods and services of that area...
involved a move to customer service
Customer service
Customer service is the provision of service to customers before, during and after a purchase.According to Turban et al. , “Customer service is a series of activities designed to enhance the level of customer satisfaction – that is, the feeling that a product or service has met the customer...
(including industries such as retailing
Retailing
Retail consists of the sale of physical goods or merchandise from a fixed location, such as a department store, boutique or kiosk, or by mail, in small or individual lots for direct consumption by the purchaser. Retailing may include subordinated services, such as delivery. Purchasers may be...
, restaurant
Restaurant
A restaurant is an establishment which prepares and serves food and drink to customers in return for money. Meals are generally served and eaten on premises, but many restaurants also offer take-out and food delivery services...
s and the travel industry) , leading to scholarly consideration of the way emotional communication is used in the service of customers and in the advancement of organizational goals. This type of work has come to be labeled as emotional labor...the emotions and displays in emotional labor are largely inauthentic and are seen by management as a commodity
Commodity
In economics, a commodity is the generic term for any marketable item produced to satisfy wants or needs. Economic commodities comprise goods and services....
that can be controlled, trained and set down in employee handbooks.” “This relates to the induction or suppression of feeling in order to sustain an outward appearance that produces a sense in others of being cared for in a convivial safe place.”. Emotional labor refers to effort to show emotions that may not be genuinely felt but must be displayed in order to “express organizationally desired emotion during interpersonal transaction.” “Commercialization
Commercialization
Commercialization is the process or cycle of introducing a new product or production method into the market. The actual launch of a new product is the final stage of new product development, and the one where the most money will have to be spent for advertising, sales promotion, and other marketing...
of emotional labor and the trends towards the homogenization of industrial and service-sector labor processes have, in turn, been shaped by the adoption of new management practices designed to promote feeling-rules and personal patterns of behavior that enhance the institutions or enterprises performance or competitive edge”. In order to define the image that they want their organizations to portray, leaders use a “core component of “emotional intelligence” to recognize emotions.”. That appear desirable. Organizations have begun using their employee’s “emotion as a commodity used for the sake of profit”. Emotional labor inhibits workers from being able to participate in authentic emotional work. Emotional work is described as “emotion that is authentic, not emotion that is manufactured through surface acting…rarely seen as a profit center for management”. “The person whose feelings are easily aroused (but not necessarily easily controlled) is going to have far more difficulty in dealing with emotionally stressful situations. In contrast, empathic concern
Empathic concern
Empathic concern refers to other-oriented emotions elicited by and congruent with the perceived welfare of someone in need. These other-oriented emotions include feelings of tenderness, sympathy, compassion, soft-heartedness, and the like...
is hypothesized to have positive effects on responsiveness in internation and on outcomes for the worker. A worker with empathic concern will have feelings for the client but will be able to deal more effectively with the client’s problems because there is not a direct sharing of the client’s emotions”. “Although emotional labor may be helpful to the organizational bottom line, there has been recent work suggesting that managing emotions for pay may be detrimental to the employee”. Emotional labor and emotional work both have negative aspects to them including the feelings of stress, frustration
Frustration
This article concerns the field of psychology. The term frustration does, however, also concern physics. In this context, the term is treated in a different article, geometric frustration....
or exhaustion that all lead to burnout
Burnout (psychology)
Burnout is a psychological term for the experience of long-term exhaustion and diminished interest. Research indicates general practitioners have the highest proportion of burnout cases; according to a recent Dutch study in Psychological Reports, no less than 40% of these experienced high levels of...
. “Burnout is related to serious negative consequences such as deterioration in the quality of service, job turnover, absenteeism
Absenteeism
Absenteeism is a habitual pattern of absence from a duty or obligation. Traditionally, absenteeism has been viewed as an indicator of poor individual performance, as well as a breach of an implicit contract between employee and employer; it was seen as a management problem, and framed in economic...
and low morale
Morale
Morale, also known as esprit de corps when discussing the morale of a group, is an intangible term used to describe the capacity of people to maintain belief in an institution or a goal, or even in oneself and others...
…[It] seems to be correlated with various self report indices of personal distress
Stress (medicine)
Stress is a term in psychology and biology, borrowed from physics and engineering and first used in the biological context in the 1930s, which has in more recent decades become commonly used in popular parlance...
, including physical exhaustion, insomnia
Insomnia
Insomnia is most often defined by an individual's report of sleeping difficulties. While the term is sometimes used in sleep literature to describe a disorder demonstrated by polysomnographic evidence of disturbed sleep, insomnia is often defined as a positive response to either of two questions:...
, increased use of alcohol and drugs and marital and family problems”.
Negative Emotions
Negative emotions at work can be formed by “work overload, lack of rewards, and social relationSocial relation
In social science, a social relation or social interaction refers to a relationship between two , three or more individuals . Social relations, derived from individual agency, form the basis of the social structure. To this extent social relations are always the basic object of analysis for social...
s which appear to be the most stressful work-related factors”. “Cynicism is a negative affective reaction to the organization. Cynics feel contempt
Contempt
Contempt is an intensely negative emotion regarding a person or group of people as inferior, base, or worthless—it is similar to scorn. It is also used when people are being sarcastic. Contempt is also defined as the state of being despised or dishonored; disgrace, and an open disrespect or willful...
, distress, shame
Shame
Shame is, variously, an affect, emotion, cognition, state, or condition. The roots of the word shame are thought to derive from an older word meaning to cover; as such, covering oneself, literally or figuratively, is a natural expression of shame....
, and even disgust
Disgust
Disgust is a type of aversion that involves withdrawing from a person or object with strong expressions of revulsion whether real or pretended. It is one of the basic emotions and is typically associated with things that are regarded as unclean, inedible, infectious, gory or otherwise offensive...
when they reflect upon their organizations” (Abraham, 1999). Negative emotions are cause by “a range of workplace issues, including aggression, verbal abuse
Verbal abuse
Verbal abuse is best described as a negative defining statement told to you or about you; or by withholding any response thus defining the target as non-existant...
, sexual harassment
Sexual harassment
Sexual harassment, is intimidation, bullying or coercion of a sexual nature, or the unwelcome or inappropriate promise of rewards in exchange for sexual favors. In some contexts or circumstances, sexual harassment is illegal. It includes a range of behavior from seemingly mild transgressions and...
, computer flaming, blogging, assertiveness
Assertiveness
Assertiveness is a particular mode of communication. Dorland's Medical Dictionary defines assertiveness as:During the second half of the 20th century, assertiveness was increasingly singled out as a behavioral skill taught by many personal development experts, behavior therapists, and cognitive...
training, grapevines, and non verbal behavior”. “Stress is the problem of each person feeling it. [Negative emotions] can be caused by “poor leadership
Leadership
Leadership has been described as the “process of social influence in which one person can enlist the aid and support of others in the accomplishment of a common task". Other in-depth definitions of leadership have also emerged.-Theories:...
, lack of guidance, lack of support and backup. Employees lack of confidence in their abilities to deal with work demands… and their lack of confidence in coworkers… can also create prolonged negative stress”. Showing stress reveals weakness, therefore, employees suppress their negative emotions at work and home. “People who continually inhibit their emotions have been found to be more prone to disease
Disease
A disease is an abnormal condition affecting the body of an organism. It is often construed to be a medical condition associated with specific symptoms and signs. It may be caused by external factors, such as infectious disease, or it may be caused by internal dysfunctions, such as autoimmune...
than those who are emotionally expressive”.
Consequences
Psychological and Emotional- “Individuals experiencing job insecurity have an increased risk for anxietyAnxiety
Anxiety is a psychological and physiological state characterized by somatic, emotional, cognitive, and behavioral components. The root meaning of the word anxiety is 'to vex or trouble'; in either presence or absence of psychological stress, anxiety can create feelings of fear, worry, uneasiness,...
, depression
Depression (mood)
Depression is a state of low mood and aversion to activity that can affect a person's thoughts, behaviour, feelings and physical well-being. Depressed people may feel sad, anxious, empty, hopeless, helpless, worthless, guilty, irritable, or restless...
, substance abuse
Substance abuse
A substance-related disorder is an umbrella term used to describe several different conditions associated with several different substances .A substance related disorder is a condition in which an individual uses or abuses a...
, and somatic
Somatic
The term somatic means 'of the body',, relating to the body. In medicine, somatic illness is bodily, not mental, illness. The term is often used in biology to refer to the cells of the body in contrast to the germ line cells which usually give rise to the gametes...
complaints”.
Marital and Family- Spouses and children can feel the crossover effects of burnout brought home from the workplace. Depleted levels of energy which effect home management is another consequence.
Organizational- Negative feelings at work effect “employee moral, turnover rate, commitment to the organization”.
Women’s Emotions at Work
“Women’s emotional reactions are often contributed to internal characteristics and men’s emotional reactions are attributed to external circumstances”. “Professional women who express anger may experience a decrease rather than an increase in their status. Women are expected to be kinder and more modest than men, and they evoke negative responses from other people if they fail to conform to this prescriptive stereotypeStereotype
A stereotype is a popular belief about specific social groups or types of individuals. The concepts of "stereotype" and "prejudice" are often confused with many other different meanings...
”. “As the number of women entering the workforce has increased and more women have advanced to higher positions with greater responsibility, accountability
Accountability
Accountability is a concept in ethics and governance with several meanings. It is often used synonymously with such concepts as responsibility, answerability, blameworthiness, liability, and other terms associated with the expectation of account-giving...
, and prestige, gender issues have become increasingly salient in both the workplace and academia… Women’s advancement is often accompanied by feelings of conflict
Emotional conflict
"Emotional conflicts and the intervention of the unconscious are the classical features of...medical psychology" for C. G. Jung. Equally, 'Freud's concept of emotional conflict as amplified by Anna Freud...Erikson and others is central in contemporary theories of mental disorder in children,...
or ambivalence
Ambivalence
Ambivalence is a state of having simultaneous, conflicting feelings toward a person or thing. Stated another way, ambivalence is the experience of having thoughts and/or emotions of both positive and negative valence toward someone or something. A common example of ambivalence is the feeling of...
”.
Conclusion
“One can conclude that the ability to effectively deal with emotions and emotional information in the workplace assists employees in managing occupational stressOccupational stress
Occupational Stress is stress involving work. Stress is defined in terms of its physical and physiological effects on a person, and can be a mental, physical or emotional strain. It can also be a tension or a situation or factor that can cause stress...
and maintaining psychological well-being. This indicates that stress reduction and health protection could be achieved not only by decreasing work demands (stressor
Stressor
Stressor is a chemical or biological agent, environmental condition, an external stimulus or an event that causes stress to an organism. An event that triggers the stress response may include for example:...
s), but also by increasing the personal resources of employees, including emotional intelligence. The increasing of EI skills (empathy
Empathy
Empathy is the capacity to recognize and, to some extent, share feelings that are being experienced by another sapient or semi-sapient being. Someone may need to have a certain amount of empathy before they are able to feel compassion. The English word was coined in 1909 by E.B...
, impulse control) necessary for successful job performance can help workers to deal more effectively with their feelings, and thus directly decrease the level of job stress and indirectly protect their health”.
Works cited
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