BUSN 221 Chapter 4

Jeff Parsons

Perceptions, Attributions and Emotions

Learning Objectives

1. Provide an insightful explanation of the basic framework and the elements of the perceptual process in a workplace context

2. Identify and elaborate upon the typical perceptual errors made by individuals in organizational settings

3. Discuss the insights provided by attribution theory toward the understanding of human behaviour in organizations

Learning Objectives cont’d

4. Describe the typical impression management tactics pursued by organizational participants and to explain the underlying motivations of such tactics

5. Discuss the role that emotions play in work performance

6. Critically evaluate the contribution of Goleman’s theory of emotional intelligence with respect to the discharge of individual and managerial responsibilities.

Perception

Definition“The process by which an individual

gives meaning to the environment. It involves organizing and interpreting various stimuli into a psychological experience.” (pg. 56)

The Perceptual Process(for the individual) (pg. 57)

Organizing, Translating, and SelectionEnvironment

Stimuli

• Manager style

• Technology

• Noise

• Peers

• Reward system

• Compensation plan

• Career opportunities

Response

• Attitudes

• Feelings

• Motivation

• Behavioral

Observation

• Sight

• Learning

• Taste

• Smell

Selection• Intensity

• Size

• Impatience

• Stereotyping

• Self-concept

• Emotions

Translation

The Perceptual Process

Selection Focus on stimuli important/large/intense to

us Translation

Subject to our biases, needs, emotions, attitudes

Misinterpretation leads to perceptual errors

The Perception Gap (pg. 58)

Gives privileges 52% 14%

Gives more responsibility

48% 10%

Gives a pat on the back 82% 13%

Gives sincere and thorough praise

80% 14%

Trains for better jobs 64% 9%

Gives more interesting work

51% 3%

Types of Recognition

How Often Supervisors Say They Acknowledge Good

Performance

How Often Subordinates Say

Supervisors Acknowledge Good

Performance

Typical Perceptual Errors Stereotyping

Generalizations about groups whereby we assign a set of predefined characteristics to the group

Prejudice Stereotype that does not change even when

individual is presented with proof that it is incorrect

Selective attention Giving some messages priority over others

Divided attention Dividing mental efforts among tasks

(multitasking)

Typical Perceptual Errors cont’d Halo Effect

One noticeable or important characteristic biases overall perception

Similar-to-Me Favourably perceive those similar to

ourselves Situational Factors

E.g time constraints, attitudes of subordinates

Needs and Desires Our needs/desires influence our

perceptions

Attribution Theory

Definition“The process by which individuals

attempt to explain the reasons for events.” (pg. 63)

The Attribution Process

Event Analysis of what caused

the event

Reinforcement or modification

of previous assumptions of

causality

Choices regarding

future behavior

Example:

I received a raise

I received the raise because I

am a hard worker

Hard work leads to

rewards in this organization

I value these rewards, so I will continue to work

hard in the future

Internal and External AttributionsDistinctiveness

Does this person behave in this

same manner in other situations?

YES

NO

Low Distinctiveness

High Distinctiveness

Consistency

Does this person behave in this

same manner at other times?

YES

NO

High Consistency

Low Consistency

INTERNALATTRIBUTION

INTERNALATTRIBUTION

EXTERNALATTRIBUTION

EXTERNALATTRIBUTION

Consensus

Do other people behave in this same manner?

NO

YES

Low Consensus

High Consensus

Impression Management

DefinitionThe process of trying to influence other

people’s perception of you. (pg. 65)

WHY?

Impression Management Tactics1. Ingratiation

1. Flattery, favours offered

2. Self-promotion1. Tout own abilities, competence,

accomplishments

3. Exemplification1. Desire to be viewed as extremely

dedicated

4. Supplication1. Desire to be viewed as needing help due to

limitations

5. Intimidation1. Desire to be viewed as powerful,

threatening

Emotions

DefinitionA state of physiological arousal characterized by changes in facial expression, gestures, positive and subjective feelings. (pg. 67)

Visible and/or audible signs of what a person is feeling

Primary Emotions

Emotions in the Workplace

Why should we care about this? Positive or negative emotions

influence the workplace Those who are able to understand

their, and others’, emotions may be more effective in their job

Emotional Intelligence

Awareness of feelings Handling of relationships,

interactions with others

Goleman’s Theory ofEmotional Intelligence

Emotions are a domain of intelligence

Two Brains, Two Minds, Two types of intelligence1. Rational2. Emotional

Success contingent on how intelligently a person acts which is determined by the balance and management of emotions

Arguments for Emotional Intelligence

Intuitive appeal Biologically based

Criticism of Emotional Intelligence

Concept is too vague EI cannot be measured Is it really valid?