Emotions
Emotions refer to a complex pattern of feelings. Our behavior is influenced by the emotions we are experiencing. Managers are particularly interested in the way emotions affect employee productivity. When people experience positive emotions, they think more creatively, seek new information and experiences, behave more flexibly, have greater confidence, and are more persistent. Negative emotions such as anger, disgust, or sadness tend to narrow a person's focus and limit options to seek alternatives.
Your text presents a model of how emotions affect behavior. The goal is the desired future state that an individual is attempting to achieve. Anticipatory emotions refer to the emotions that the individual believes he will feel after achievement or failure of achieving his goal. If the anticipatory emotions are of sufficient intensity to motivate a person, the person will engage in those behaviors needed to reach the goal. Goal attainment is the next step. In good times and in a crisis, positive emotions and behaviors create fun in organizations because people copy each other's emotion–they are contagious. Employees feel gratitude for the goodwill received and show greater loyalty and effort. Positive emotions in organizations can be a competitive advantage that is not easily copied by competitors.
Keep in mind that the emotions of employees can also affect the emotions of clients and customers. If the employees convey a positive demeanor, the client is likely to "be infected" with the positive emotions, and respond with the same emotions. Think of a positive experience that you have had at a particular organization. Most likely the employees with whom you interacted were pleasant, happy, energetic, etc. This positive emotional energy may have had an impact on you. Perhaps you bought more than you intended, you became a repeat customer of that organization, you referred others because of the positive experience you had. Of course, the opposite is also likely to affect you in a negative direction. When you have interacted with a grumpy waiter, a rude salesperson, etc., you are likely to feel irritated or angry. In these situations you are likely not to buy much or you may tell others about the poor service.
Lesson Assignment 03
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