Journal of Managerial Psychology Emotional dissonance in call centre work Jürgen Wegge Rolf Van Dick Christiane von Bernstorff Article information: Downloaded by UNIVERSITY OF ESSEX At 16:41 03 February 2015 (PT) To cite this document: Jürgen Wegge Rolf Van Dick Christiane von Bernstorff‚ (2010)‚"Emotional dissonance in call centre work"‚ Journal of Managerial Psychology‚ Vol. 25 Iss 6 pp. 596 - 619 Permanent link to this document: http://dx.doi.org/10.1108/02683941011056950 Downloaded on: 03
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Introduction What is cognitive dissonance? How can it be used in our daily lives? These are some of the questions that social psychologists ask each day to explain people’s behavior. When it comes to how we act as individuals‚ there are all kinds of words and expressions that we can use. We can use words that can describe us physically‚ mentally‚ and emotionally‚ but when it comes to the way that we describe ourselves in our social worlds‚ we have a harder time. Dealing with our social worlds and
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Our judgement is affected by cognitive biases‚ “a cognitive bias refers to systematic patterns of deviation from norm or rationality in judgement‚ whereby inferences about other people and situations may be drawn in an illogical fashion” (Wikipedia‚ 2016). In simpler terms cognitive biases are natural ways our brains work that causes distortions or errors in thought or judgement. There are multiple types of cognitive biases‚ three examples I have experienced are confirmation bias‚ representativeness
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1. Cognitive reappraisal is the ability to reassess the cause of an emotional state by reinterpreting it in order to conciliate the response. Career outcome response is a process that one goes through when deciding on a future career while focusing on the consequences and rewards involved in their career choice. Interpersonal Schema is having an expectation on whether intimate relationships fulfill or deny emotional and psychological necessities. 2. An example of cognitive reappraisal is when my
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A cognitive bias is described as the subconscious hindrances found in our own ways of thinking. An example of a cognitive bias is the "planning fallacy". Planning fallacy is when we are overly optimistic in the amount of time required to complete a task. I feel as if I run into this problem a lot in my own way of thinking. I am the type of person who likes to have a plan and to be organized‚ but in certain cases the time required for the completion of task longer than I anticipate. This underestimation
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Cognitive biases are tendencies to make decisions in ways that can lead to systematic deviations from a standard of rationality‚ good judgment or optimal outcomes‚ often resulting in the person being worst off. There an overwhelming amount of these biases researched and documented to be in effect during our decision making process by many experiments to confirm their validity. Cognitive biases are useful as mental shortcuts that help reduce mental efforts for faster judgments‚ solve problems‚ and
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The Dissonance of Homelessness Every once in awhile a person may find himself walking down the street‚ strutting his stuff. Then he might hear a couple of chords badly put together‚ poorly strummed‚ and a voice howling to the wind like a lost puppy in the night. This is probably being done by one of many kids who have left home and decided that it has become too much of a hassle to live in the confines of society. Only to leave home‚ work‚ and studies to play their guitar on the side of the street
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Cognitive Dissonance theory Core Assumptions and Statements Cognitive dissonance is a communication theory adopted from social psychology. The title gives the concept: cognitive is thinking or the mind; and dissonance is inconsistency or conflict. Cognitive dissonance is the psychological conflict from holding two or more incompatible beliefs simultaneously. Cognitive dissonance is a relatively straightforward social psychology theory that has enjoyed wide acceptance in a variety of disciplines
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Claussen‚ Dane S. 2004‚ ‘Cognitive Dissonance‚ Media illiteracy and Public Opinion on News Media’‚ American Behavioral Scientist‚ Volume 48‚ Issue 2‚ pp. 212-218. Topic – The article ‘Cognitive Dissonance‚ Media Illiteracy and Public Opinion on News Media’ is examining and discussing public opinion‚ media illiteracy and cognitive dissonance. The author takes you through a break down on public opinion of newspapers and television news and shows why a lot of the quantitative research taken over
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Social-cognitive perspective is a psychological perspective that examines how people interpret‚ analyze‚ remember‚ and use information about themselves‚ others‚ social interactions‚ and relationships. This perspective is considered to be less individualistic‚ due to it being the individuals interacting with his or her own environment. The social-cognitive perspective is also associated with the principals of observational learning‚ which is how we primarily learn our social interactions‚ by observing
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