After studying this chapter, you should be able to do the following:

3.1: Illustrate, with an example, the differences between emotions and moods.
3.2: Summarize the affective events theory with an example.
3.3: Explain how affective climate (positive and negative) of a work group relates to team conflict.
3.4: Demonstrate with an example how positive and negative state affect relates to customer service.
3.5: Demonstrate understanding of emotional labor by providing examples of jobs that require “surface acting” and “deep acting.”
3.6: Discuss the case for training in emotional intelligence in the workplace.
3.7: Explain how positive and negative emotions can spread from one individual to a group through the emotional contagion process.
3.8: Explain affective neuroscience and provide an organizational example.