Emotional Cognition
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Emotional cognition is the concept that emotions can be "caught." Whatever is the dominant emotion in any interaction, is the emotion that spreads to others.
Reflection and Discussion:
Have you experienced the phenomenon of emotional cognition at work? At home?
Is there anyone you know who is infectiously positive, who makes you feel more positive whenever they're around?
Do you know anyone who is infectiously negative?
Do an experiment - with an awareness of emotional cognition, approach someone negative at work at do your best to stay relentlessly positive during a 5-minute conversation. Observe what happens.
What are some other problematic behaviors that you experience from customers when you're trying to work with them? Distracted, hurried, worried... list 5 or 10 more.
Think about how you can put the Hawthorne Effect to good - imagine yourself in a scenario, encountering a problematic behavior, and how you would address it using what you now know.
Reflection and Discussion:
Have you experienced the phenomenon of emotional cognition at work? At home?
Is there anyone you know who is infectiously positive, who makes you feel more positive whenever they're around?
Do you know anyone who is infectiously negative?
Do an experiment - with an awareness of emotional cognition, approach someone negative at work at do your best to stay relentlessly positive during a 5-minute conversation. Observe what happens.
What are some other problematic behaviors that you experience from customers when you're trying to work with them? Distracted, hurried, worried... list 5 or 10 more.
Think about how you can put the Hawthorne Effect to good - imagine yourself in a scenario, encountering a problematic behavior, and how you would address it using what you now know.