Relationships between emotional labor, job performance, and turnover

The present study investigates the relationship between the emotional labor strategies surface acting and deep acting and organizational outcomes, specifically, employees' overall job performance and turnover. Call center employees from two large financial service organizations completed an online survey about their use of surface and deep acting. Their responses were matched with supervisors' ratings of overall job performance and organizational turnover records obtained 9 months later. Results indicate that surface acting is directly related to employee turnover and emotional exhaustion and that the relationship between surface acting and job performance is indirect via employee affective delivery. Deep acting was not linked to these outcomes. Theoretical and practical implications are discussed from the perspective of emotional labor theories.     

Avoidance of eye gaze by adults who stutter

PurposeAdults who stutter are at significant risk of developing social phobia. Cognitive theorists argue that a critical factor maintaining social anxiety is avoidance of social information. This avoidance may impair access to positive feedback from social encounters that could disconfirm fears and negative beliefs. Adults who stutter are known to engage in avoidance behaviours, and may neglect positive social information. This study investigated the gaze behaviour of adults who stutter whilst giving a speech.Method16 adults who stutter and 16 matched controls delivered a 3-min speech to a television display of a pre-recorded lecture theatre audience. Participants were told the audience was watching them live from another room. Audience members were trained to display positive, negative and neutral expressions. Participant eye movement was recorded with an eye-tracker.ResultsThere was a significant difference between the stuttering and control participants for fixation duration and fixation count towards an audience display. In particular, the stuttering participants, compared to controls, looked for shorter time at positive audience members than at negative and neutral audience members and the background.ConclusionsAdults who stutter may neglect positive social cues within social situations that could serve to disconfirm negative beliefs and fears.Educational objectives: The reader will be able to: (a) describe the nature of anxiety experienced by adults who stutter; (b) identify the most common anxiety condition among adults who stutter; (c) understand how information processing biases and the use of safety behaviours contribute to the maintenance of social anxiety; (d) describe how avoiding social information may contribute to the maintenance of social anxiety in people who stutter; and (e) describe the clinical implications of avoidance of social information in people who stutter.     

Explaining the errors away: Young children forgive understandable semantic mistakes

Errors differ in degree of seriousness. We asked whether preschoolers would use the magnitude of an informant's errors to decide if that informant would be a good source of information later. Four- and 5-year-olds observed two informants incorrectly label familiar objects, but one informant's errors were closer to the correct answer than the other's (e.g., one referred to a comb as a brush and the other referred to the same comb as a thunderstorm). When informants had an unambiguous view of the objects, children could identify which informant was closer to being correct, but they did not favor novel labels the “closer” informant later provided. When the informants had an ambiguous view of the objects (e.g., only the handle of the comb was visible), children preferred the novel labels provided later by the “closer” informant. Preschoolers are willing to overlook semantic errors that are close to being correct, but only when there is an understandable reason for the speaker's errors.     

Women and body dissatisfaction: Does sexual orientation make a difference?

In this study, heterosexual (n = 95) and nonheterosexual (n = 84) women were asked to rate figure drawings and computer-generated images of women that varied in body fat, waist-to-hip ratio, and breast size in terms of self, ideal, and cultural ideal; discrepancy indices, indicating body dissatisfaction, were created for each body aspect. Nonheterosexual women had significantly higher body mass indices (BMIs) than heterosexual women, but when the effects of BMI were controlled, participants evidenced similar perceptions of their bodies, their ideal bodies, and the female cultural ideal, as well as similar levels of body dissatisfaction for body fat, waist-to-hip ratio, and breast size. The results of this study suggest that being a member of a society that highly values a thin, curvaceous, relatively large-breasted body puts women, regardless of sexual orientation, at risk for body dissatisfaction.     

Null's the word: A comparison of memory quality for intensely negative and positive events

Research comparing memories of traumatic and positive events has produced inconsistent results. Complicating the issue, researchers employ a variety of measures (e.g., narrative or questionnaire) that make comparison across studies difficult. Further, this research has been criticised for lacking adequate statistical controls (Sotgiu & Mormont, 2008). Our study employed both narrative and questionnaire methodologies and compared memories for highly negative and positive events while controlling for retention interval, intensity of the event, and word count in the narrative measures. A total of 108 racially diverse college undergraduates wrote narratives and completed the Memory Characteristics Questionnaire about the most negative and the most positive event they had experienced, and memories were assessed for narrative coherence, language indicative of cognition, insight and sensory experience, subjective ratings of clarity, sensory detail, contextual detail, temporal detail, and the inclusion of thoughts and feelings. Results indicate no differences between memories for highly negative and positive events when retention interval and emotional intensity are controlled.     

Emotions in sport: Perceived effects on attention,concentration, and performance

This study explored attentional patterns associated with positive and negative emotions during sport competition, and athletes' perceptions of the consequences of these attentional changes for concentration and performance. Sixty‐nine athletes completed the Sport Emotion Questionnaire following a national softball competition. They also retrospectively reported their perceptions of how emotions influenced their attention, concentration, and sport performance. Excitement and happiness were more closely associated with concentration than anxiety, dejection, and anger. Although excitement demanded more attention than the negative emotions, the positive emotions were perceived as more likely to lead to a performance‐relevant focus and automatic physical movements, both of which were beneficial for concentration and performance. Emotional intensity increased these effects.     

Increasing positive intergroup contact

We tested an intervention designed to correct negative expectations about inter-racial interactions, increase the positivity of those interactions, and increase inter-racial friendships. In Study 1 (n = 58) White college students watched videotapes depicting an inter-racial friendship and either did or did not write about a similar experience. Participants who wrote about a similar experience expected and actually had a more positive inter-racial interaction. In Study 2 (n = 99) White college students watched videotapes depicting an inter-racial or same-race friendship and either did or did not write about a similar experience. Those who saw the inter-racial video and wrote about a similar experience had a more positive inter-racial interaction and initiated more inter-racial friendships in the following weeks than participants in the other conditions.     

Can but don’t: olfactory discrimination between own and alien offspring in the domestic cat

Mammalian maternal care usually comes at a large energetic cost. To maximize their fitness, mothers should preferentially care for their own offspring. However, the majority of studies of mother–offspring recognition have focused on herd- or colony-living species and there is little information on maternal discrimination in more solitary-living species. Olfaction has been found to play a major role in mother–offspring recognition across various taxa. Therefore, our aim was to study this in a species evolved from a solitary-living ancestor, the domestic cat. We asked whether cat mothers distinguish between their own and alien offspring when providing maternal care, and whether cat mothers use olfactory cues in the offspring discrimination process. Results of Experiment 1 showed that cat mothers do not discriminate between own and alien young when retrieving them to the nest. They treated own and alien young similarly with respect to latency and order of retrieval. However, the results of Experiments 2 and 3, where we used an olfactory habituation-discrimination technique, showed that mothers were able to distinguish between the odours of their own and alien kittens. We discuss what ecological and/or behavioural factors might influence a mother’s decision when faced with discriminating between own and alien young, and why mothers might not discriminate between them when they are able to do so. Our findings support the view that maternal care alone should not be used as a measure of offspring recognition, and equal maternal care of own and alien young should not be immediately interpreted as an inability to discriminate between them.