Initian Team Planning Report
daylight
Chapter7ManagingStressandEmotions.pptxManaging Stress and Emotions
Chapter 7
0
Learning Objectives
1-1
Understand the stress cycle
Recognize the sources of stress for employees
Recognize the outcomes of stress
Understand how to manage stress in organizational contexts
Understand the role emotions play in attitudes and behaviors at work
Learn about emotional labor and how to manage it
Understand how emotions can affect perceptions of what is ethical
The Stress Process
Stress is the body’s reaction to a change that requires a physical, mental, or emotional adjustment or response.
In a 2012 Gallup poll, 41% of Americans reported that they felt stressed the day before.
Alarm
Resistance
Exhaustion
Resistance to Stress
In Selye’s General Adaptation Syndrome (GAS) model, stress affects an individual in three steps: alarm, resistance and exhaustion.
2
The Stress Process
Alarm
When an outside stressor jolts the individual, insisting that something must be done.
Resistance
When the body begins to release cortisol and draws on fats and sugar to find a way to adjust to the demands of stress.
Exhaustion
When the body has depleted its stores of sugars and fats, and the prolonged release of cortisol has caused the stressor to significantly weaken the individual.
3
Workplace Stressors
Role Demands
4
Role Ambiguity
Role Conflict
Role Overload
Vagueness in relation to job responsibilities
Having insufficient time and resources to complete one’s job
Facing contradictory demands at work
Workplace Stressors
Information Overload – The information processing demands on an individual’s time to perform interactions and internal calculations exceed the supply or capacity of time available for such processing.
Top 10 Stressful Jobs
Enlisted military personnel
Military general
Firefighter
Commercial airline pilot
Public relations executive
Senior corporate executive
Photo journalist
Newspaper reporter
Taxi driver
Police Officer
5
Work-Life Conflict
Work–life conflict occurs when the demands from work and non-work domains are negatively affecting one another.
Source: http://en.wikipedia.org/wiki/File:George_Lucas_cropped_2009.jpg
6
Outcomes of Stress
7
Physiological
Psychological
Nervousness
Tension
Headaches
Anger
Irritability
Fatigue
Depression
Anxiety
Work Outcomes
Individuals who are able to find the right balance of not too much work challenge which spills into exhaustion and not too little work challenge which can signal apathy see increases in performance.
Low
High
Stress
Low
High
Too little
Too much
Just right
8
Individual Differences in Experienced Stress
1-9
9
Type A
Type B
High levels of speed/impatience, job involvement, and hard-driving
Tend to be calm, and tend to think through situations as opposed to reacting emotionally
Discussion
Stress can be in the form of a challenge or hindrance type of stress. Think about stressors you experienced in the past six months. Were these challenge or hindrance stress? Does this classification depend on the person?
What other stressors do you have experience with? Can you think of additional categories of common stressors?
10
Individual Approaches to Managing Stress
11
The Corporate Athlete
Flow
Diet
Detachment and Relaxation
Mindfulness and Meditation
Time Management
Create a Social Support Network
Psychological Coping
Designing Work That Flows
12
Challenge
Meaningfulness
Competence
Choice
Organizational Approaches to Managing Stress
13
Make Expectations Clear
Give Employees Autonomy
Create Fair Work Environments
Telecommuting
Employee Sabbaticals
Employee Assistance Programs
Organizational Approaches to Managing Stress
© 2010 Jupiterimages Corporation
Telecommuting helps employees avoid traffic jams like this one.
14
Discussion
Have you ever been in a state of flow as described in this section? If so, what was special about this time?
15
Emotions
Desired Event
Undesired Event
16
Positive Emotions
Negative Emotions
Joy
Love
Surprise
Anger
Fear
Sadness
Emotional Contagion
17
Customer argues with you
You argue back
Customer leaves in a huff
Frustration carries to next customer
Discussion
How easy do you think it is to “manage” one’s emotions?
Which types of emotions are most socially accepted in the workplace? Why do you think this is?
What are factors that affect your emotions?
Share an example of either positive or negative emotional contagion. How did it start and stop?
What do you do, if anything, to try to change how you are feeling? How effective are your strategies?
18
Emotions Affect Attitudes and Behavior at Work
Affective Events Theory (AET) explores how events on the job cause different kinds of people to feel different emotions.
19
Fear
Joy
Surprise
Love
Sadness
Anger
Emotional Labor
https://www.youtube.com/watch?v=jOj-0fm79AA
20
Surface Acting
Deep Acting
Genuine Acting
Displaying physical signs, such as smiles, that reflect emotions (without actually feeling the emotions).
Pretending to experience emotions.
Displaying emotions that are aligned with emotions that are actually felt.
Emotional Labor
When it comes to acting, the closer to the middle of the circle that your actions are, the less emotional labor your job demands. The further away, the more emotional labor the job demands.
21
Employee Personality
Genuine Acting
Deep Acting
Surface Acting
Emotional Intelligence
The four steps of emotional intelligence build upon one another.
EQ test http://socialintelligence.labinthewild.org/mite/
Self-awareness
Self-management
Social-awareness
Relationship Management
22
Discussion
What is the worst job you ever had (or class project if you haven’t worked)? Did the job require emotional labor? If so, how did you deal with it?
Research shows that acting “happy” when you are not can be exhausting. Why do you think that is? Have you ever felt that way? What can you do to lessen these feelings?
How important do you think emotional intelligence is at work? Why?
23
Relevant Resources
Ted Talk by Lisa Barrett “What are emotions??”
https://www.youtube.com/watch?v=0gks6ceq4eQ
