סמינר בהתנהגות ארגונית

הסמינר ינתן ע"י

ד"ר אריק חשין

אוניברסיטת חיפה

Individuals use other’s emotion as social cues and draw inferences from them.  For example, teammates encountering sadness of a co-worker may infer that he faces hardship and thus offer consolation, or negotiators who receiving happy messages from an opponent may infer that the opponent is far from her limit, and offer smaller concessions.  Despite evidence that emotions vary in intensity and that individuals perceive differences in emotional intensity, scant research has tested the effect of encountering discrete emotions at different levels of intensity.  In this talk I will provide evidence from lab and field studies on how varying the intensity of discrete emotions can impact inferences and responses of those who encounter them.  Focusing on customer service settings we will show how encountering emotions of happiness, sadness and anger lead to different outcomes when their intensity differs.