2 知觉、归因理论及个人决策.pptVIP

* Every employee expends physical and mental labor in the workplace. Most jobs also require emotional labor which occurs when an employee expresses organizationally desired emotions during interpersonal transactions. Emotions can be separated into those that are felt versus those that are displayed. Felt emotions are an individual’s actual emotions. In contrast, displayed emotions are those that are organizationally required and considered appropriate in a given job. They are not innate; rather, they are learned. * * Research has identified six universal emotions: anger, fear, sadness, happiness, disgust, and surprise. These emotions can be conceptualized as existing along a continuum. The closer any two emotions are on this continuum, the more people are likely to confuse them. For example, happiness and surprise are often mistaken, but happiness and disgust are rarely confused. People give different responses to identical emotion-provoking stimuli. In some cases, this can be attributed to the individual’s personality. At other times, it is a result of job requirements. Cultural norms in the United States dictate that employees working in service organizations should smile and act friendly when interacting with customers. In some cultures, smiling is seen as a sign of inexperience or flirtatiousness. So cultural factors will influence what is or is not emotionally appropriate. What is acceptable in one culture may seem unusual or dysfunctional in another. And cultures influence how emotions are interpreted. As a result, there is high agreement on what emotions mean within cultures but not between them. 二、气质与行为 （一）气质的概念 通常，气质就是一个人的“脾气”和“禀性”。心理学中的气质是指决定一个人心理活动的动力方面的特点。它包括三方面的内容：一是心理过程的速度和稳定性；二是心理过程的强度；三是心理过程的指向性。 （二）气质的类型和特征 最早是公元前五世纪由古希腊医生希波克拉底和罗马医生盖仑提出的体液说，但缺乏生理学科学基础。 苏联生理学家巴甫洛夫提出了高级神经活动类型学说，为气质类型的研究提供了生理学基础。巴甫洛夫发现神经活动类型可分为四种：兴奋型、活泼型、安静型和抑制型，以此相对应的是四种气质类型。 高级神经活动类型与气质类型 高级神经活动特点和类型 气质类型 强 不平衡 兴 奋 型 胆 汁 质 强