Individual Assignment (Case Study Chapter 4) PDF

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Case Study Chapter 4 - Emotion and Mood...

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Individual Assignment Chapter 4 (Essay Question) Answer all the essay questions below. 1. Zach is a pharmaceutical sales representative and must put on a smile every day at work with his clients. Discuss the emotional labor exerted by Zach. Explain the significance of the emotional intelligence demanded of Zach to be successful and describe how he applies his emotions and moods in his job. (10 marks) Answer:

Emotional labor is an employee’s expression of organizationally desired emotions during interpersonal transactions at work. Zach must act positively in order to be successful by smiling and acting with a positive attitude regardless of his emotions. This is very important to him as he works to appear professional to his clients. Emotional Intelligence is a person’s ability to be self-aware, which is to recognize his or her own experienced emotions and to understand them. This technique is very important for him so that he manages his emotions, he does not make an instant decision or change his facial expression that will lead to negative energy for his client. If Zach manages his emotion correctly, he uses his moods and emotions to guide his clients through the purchase of the products with a smile on his face and shown a friendly, cheerful, and helpful salesperson, can help to motivate his customers to make bigger orders or increasing the sales target. 2. Discuss the emotional labor experienced by a customer service executive. Explain how a worker's emotional state can affect customer service and customers. (5 marks) Answer:

Jobs require emotional labor, an employee's expression of organizationally desired emotions during interpersonal transactions at work. Employee's emotional influence customer service, which influences levels of repeat business and levels of customer satisfaction. Being able to provide high-quality customer service makes employees demands on themselves, which can put them in a psychological state of emotional dissonance. This can lead to job dissatisfaction and lower performance. Studies show that employees and customers tend to respond positively to each other's positive emotions. This phenomenon, which is called emotional contagion which means "catching" of emotions from others, occurs when employees and customers share similar feelings. For example, if customer service workers provide great services by smiling and acting with a positive attitude to the customer, customers tend to respond positively and be satisfied with their services by continuing to support their businesses.

3. How can managers influence moods? Explain. (5 marks) Answer: Negative emotions can lead to deviant workplace behaviors. These are actions that violate norms and threaten the organization. Therefore, the manager needs to stay connected with their employees to gauge emotions and emotional intensity levels. Managers are responsible for not just controlling and monitoring their moods and emotions, but also spotting emotional disorders in their employees. Managers should be able to keep their employee’s emotions in check, ensuring that nothing adversely impacts their mental health while working.

4. Racial diversity also has an effect: if diversity is low, the minority will engage in emotion regulation, perhaps to "fit in" with the majority race as much as possible; if diversity is high and many different races are represented, the majority race will employ emotion regulation, perhaps to integrate themselves with the whole group. (10 marks)

Answer: The workplace environment affects an individual’s tendency to employ emotion regulation. In general, diversity in workgroups increases the likelihood that you will regulate your emotions. These findings suggest a beneficial outcome of diversity, it may cause us to regulate our emotions more consciously and effectively. It’s important to note that there is a downside to trying to change the way you feel. The effort involved can be exhausting. From another perspective, research suggests that avoiding negative emotional experiences is less likely to lead to positive moods than does seeking out positive emotional experiences. Not everyone is equally good at regulating emotions. Individuals who are higher in the personality trait of neuroticism have more trouble doing so and often find their moods are beyond their ability to control. Due to the diversity of organizations, their emotional regulation is also influenced by the environment and the group's characteristics. For instance, the minority groups tend to have higher emotional regulation compared to the majority groups. Hence, emotional regulations play a role in the majority and minority groups of racial diversity. Emotional intelligence should be applied to the organization. Emotional intelligence is crucial in understanding one's behavior and state of mind. An individual has to be selfaware of emotions and must have the capability to understand others' emotions. An individual has to be cautious about emotions informal and structured environments such as the workplace, as certain emotions would seem inappropriate.

5. Amber and Emma were recently hired by a marketing agency. Though there is a lot of work that has been allotted to them, Amber is always in a good mood. Emma, on the other hand, appears to be depressed with her job. Describe their personality and emotion. How does their personality and emotion affect their job satisfaction and job performance? (10 marks) Answer: Amber is always happy and shows positivity in her job because of her excellent decisionmaking skills. Amber is effective in finding better solutions for the work-related problem. People in good moods or experiencing positive emotions are more likely than others to use heuristics, or rules of thumb, to help make good decisions quickly. Positive emotions enhance problem-solving skills. She will have an outstanding performance. Emma is a low positive affect person. She shows depressive behavior of her infectiveness in solving work issues. Depressed people are slower at processing information and tend to weigh all possible options rather than the most likely ones. It may also adversely impact multiple areas of her performance, including focus and decision making, time management, completing physical tasks, social interactions, and communication. Research has shown that emotions are necessary for rational thinking. They help us make better decisions and help us understand the world around us. If we are going to make decisions, we need to incorporate both thinking and feeling. Therefore, Amber is always in a good mood, this will help her in finding better solutions for work-related problem while Emma is showing depressive behavior of her infectiveness in solving work issues, and this impact her overall performance....