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CMN136OUTLINE - Chapter 11 1 Terms a Bounded rationality...

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Chapter 11 1. Terms a. Bounded rationality- cant be purely rational b. Bounded emotionality- look at emotional life as central focus of org research, how emotion lead us to ways to understand workplace. 2. Terms a. Emotional labor- workers expected to display certain feelings in order to satisfy role expectations b. Surface acting- “put on a smile” c. Deep acting- more realistic displays- sympathize with passengers d. Genuine emotion- real emotion e. Managed emotion- express emotions that you don’t feel- deal with difficult people in a professional way 3. Emotion in the workplace- - workers in all roles feel emotion. a. Tension between public and private in work relationships b. Relational networks and emotional buzzing- emotions spread fast c. Conflicting allegiances d. Emotional rights and obligations at work- what is right and just in a workplace relationships 4. Terms a. Stressors-environmental factors that are difficult for an individual to deal with (workload, role conflict, role ambiguity, life, work/home conflicts) b. Burnout- strain from ongoing stressors- (emo exhaustion, depersonalization, decreased accomplishment) c. Outcomes of burnout- physiological, attitdual, and organizational results- heart disease, high BP, lower job satisfaction, less commitment, hig turnover) 5. Terms a. Empathetic contagion- affective response in which an observer experiences emotions parallel to those of another person. (feel what they feel- feeling with) b. Empathetic concern- nonparallel, feel concerned, but not share feelings (feeling for) 6. Three major functions of social support- a. Emotional support b. Informational support c. Insturmenal support- physical or material assistance (cooking diner, pitch in) 7. The most common sources of support : supervisors (inst, info support), co-workers (info, emo support), friends/family (emotional, inst support) 9.
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Approach EMOTION DIVERSITY Comm tech process Classical Lowers worker productivity. Working conditions would cause burnout, but the employees would be replaced quickly Diversity discouraged- limits homogeneity/distracting Tool to enhance efficiency of org, supplementing or replacing efforts of human workers Human relations Only one considered is job satisfaction. Stress/Burnout dealt with emotional support, or boost self-esteem Neither encouraged or discouraged. Meet needs of women and minorities, even if needs diverge from majority Free workers from mundane tasks, engage in activities that satisfy higher-order needs. Worker attitudes. Human resources Not considered while rationally designing the organization. Dealt with participative decision making or structural changes to enhance employee control Diversity encouraged- increased creativity, new ideas increase competitiveness.
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