Managing Emotions in the Workplace

The modern workplace is often thought of as cold and rational, as no place for the experience and expression of emotions. Yet it is no more emotionless than any other aspect of life. This book discusses the causes and effects of emotions at work and extends existing theories to consider implications for the management of emotions.

The international cast of contributors examines the practical issues raised when organizations are studied as places where emotions are aroused, suppressed, used, and avoided. The book also joins the debate on how organizations and individuals ought to manage emotions in the workplace. It has broad appeal for professionals, students, scholars, and consultants in this emerging field.

List of Figures and Tables

ix

Foreword

xi

Anat Rafaeli

Preface

xv

Neal M. Ashkanasy

Wilfred J. Zerbe

Charmine E.J. Hartel

Managing Emotions in a Changing Workplace

3

(22)

Neal M. Ashkanasy

Wilfred J. Zerbe

Charmine E.J. Hartel

I. CHANGE

An Integrated Affective and Cognitive Model to Explain Employees' Responses to Downsizing

25

(20)

Jan M. Paterson

Charmine E.J. Hartel

Analyzing Emotions for a Better Understanding of Organizational Change: Fear, Joy, and Anger During a Merger

45

(25)

Tina Kiefer

Myths About Emotions During Change

70

(7)

Charmine E.J. Hartel

Wilfred J. Zerbe

II. CONFLICT/INTERPERSONAL

The Role of Emotion and Emotion Management in Destructive and Productive Conflict in Culturally Heterogeneous Workgroups

77

(21)

Oluremi B. Ayoko

Charmine E.J. Hartel

A Model of Emotional and Motivational Components of Interpersonal Interactions in Organizations

98

(13)

Robert G. Janes

Andrea L. Rittman

How Are Moods Instigated at Work? The Influence of Relational Status on Mood

111

(24)

Stephane Cote

D.S. Moskowitz

Managing Emotion in Workplace Relationships

135

(8)

Charmine E.J. Hartel

Neal M. Ashkanasy

III. DECISION MAKING

Determinants of Intuitive Decision Making in Management: The Moderating Role of Affect

143

(21)

Marta Sinclair

Neal M. Ashkanasy

Prithviraj Chattopadhyay

Maree V. Boyle

Emotional Intelligence: The Conceptual Issue

164

(20)

Aaron Ben-Ze'ev

Grinning, Frowning, and Emotionless: Agent Perceptions of Power and Their Effect on Felt and Displayed Emotions in Influence Attempts

184

(28)

Donald E. Gibson

Scott J. Schroeder

Managing Emotions in Decision Making

212

(7)

Neal M. Ashkanasy

Charmine E.J. Hartel

IV. EMOTIONAL LABOR

Obscured Variability: The Distinction Between Emotion Work and Emotional Labor

219

(13)

Jamie L. Callahan

Eric E. McCollum

Emotional Work and Emotional Contagion

232

(19)

Lyndall Strazdins

A Conceptual Examination of the Causal Sequences of Emotional Labor, Emotional Dissonance, and Emotional Exhaustion: The Argument for the Role of Contextual and Provider Characteristics

251

(25)

Charmine E.J. Hartel

Alice C.F. Hsu

Maree V. Boyle

Emotional Labor and the Design of Work

276

(9)

Wilfred J. Zerbe

Charmine E.J. Hartel

Neal M. Ashkanasy

What Are the Management Tools That Come out of This?

285

(12)

Neal M. Ashkanasy

Charmine E.J. Hartel

Wilfred J. Zerbe

References

297

(36)

About the Editors and Contributors

333

(6)

Index

339

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Managing Emotions in the Workplace

Summary

Table of Contents

Supplemental Materials