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Copy of SCBUS

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anh l

on 17 October 2012

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Transcript of Copy of SCBUS

Emotional Intelligence Job Satisfaction Organizational Commitment Employee's emotional attachment to, identification with, and involvement in an organization Emotions in the Workplace Workplace Emotions, Attitudes, and Stress Response to a situation that is perceived as challenging and threatening to a person’s well-being Stress Shared values
Organizational comprehension
Employee involvement
Justice and support How to Build Organizational
Commitment Improves customer satisfaction
Better knowledge of work practices
High conformity, but low creativity Affective Commitment Lower performance levels
Don't engage in organizational citizenship behaviours Continuance Commitment Cognitive Dissonance - A condition that occurs when we perceive an inconsistency between our beliefs, feelings and behaviour

Emotional Labour - The effort, planning and control needed to express organizationally desired emotion during interpersonal transactions

Emotional Dissonance - The conflict between required and true emotions Job Satisfaction Collection of attitudes about different aspects of the job
Job characteristics
Work environment
Emotional experiences at work
Dependent on…
Country Job Satisfaction Customer Satisfaction
Employee-Customer relationships Job Satisfaction Service Profit Chain Model
Business Ethics
Safe and enjoyable work environment Any environmental condition that places a physical or emotional demand on a person Stressors Harassment and Incivility
Psychological harassment
Sexual harassment

Work overload - challenges of performing too
many task and working too many hours
Ideal worker norm

Low task control - matter of job demand vs. job resources Physical health
Coping strategies
Seeking support from others
Reframing the stressor in a positive light
Blaming others for the stressor
Denying stressor’s existence
High vs. low emotional stability
Introverts vs. extroverts Individual Differences in
Stress Activity ! Round 1 Group 1: Lawyer
Group 2: Registered Nurse
Group 3: Social Worker Round 2 Group 1: Postal Clerk
Group 2: Bartender
Group 3: Cashier Round 3 Group 1: Dental Hygienist
Group 2: Television Announcer
Group 3: Insurance Adjuster A person’s evaluation of his or her job and
work context Work Behaviour
Task performance, organizational citizenship, quitting, absenteeism
Exit-voice-loyalty-neglect (EVLN) model
Past experience

Happy-productive employee belief
Moderately positive relationship Employee's calculative attachment
i.e. Financial connection
Full transcript