03_KM_Emotional Knowledge.pdf

8/16/2019 03_KM_Emotional Knowledge.pdf

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EMOTIONAL

KNOWLEDGE

Pro f.Dr.Dr. Dr.H.C. Con stan tin B ratianuUNESCO Depar tment for Bus iness Ad m inis t ra t ion

Facul ty o f B us iness Ad minis t ra t ion

Buc hares t Univers i ty o f Econom ic S tud ies



New metaphors,

new models,new organizations.Corporate Longitude, 2002, p.106)

Lei f Edvinsson

We need



Knowledge as Energy



Mapping from source to target

SourceDomain

TargetDomain metaphorical

entailmentsENERGY KNOWLEDGE



New perspectives for knowledgeunderstanding

ENERGYEnergy is a field.Energy manifests in

different forms.One form of energy canbe transformed intoanother form of energy.

Energy dynamicsmeans transformation.

KNOWLEDGEKnowledge is a field.Knowledge manifests in

different forms.One form of knowledgecan be transformed intoanother form of

knowledge.Knowledge dynamicsmeans knowledgetransformation.



SK

RK EK

SpiritualKnowledge

Field

RationalKnowledge

Field

EmotionalKnowledge

Field

Multifield Knowledge Model



Rational Knowledge

• It is the result of therational thinking and of theconsciousness process.

• It is conceived in theCartesian perspective.

• It can be explicit and tacit,where tacit knowledge isthe result of theinternalization process.



Emotional Knowledge

• Emotional knowledge is aresult of processinginformation coming from our

sensory system.

• Emotional knowledgegenerates emotions andfeelings.

• Emotional knowledge isprimarily unconscious.



Spiritual Knowledge• Values = Deeply held ideas ofmembers about what is right or

wrong, fair or unfair – anythingthat has personal worth ormeaning.

•

We are living in a given culture ,which is defined by a set offundamental values.

• We learn these values througheducation in family, school,

church and society.• Values constitute the reference

system of our decisions.



Rational knowledge

Emotional knowledge

Spiritual knowledge

The tripleHelix ofKnowledge



AntonioDamasio

Neuroscientist

Descartes’ error Lo oking fo r Spino zaThe feel ing s o f w hat

happensSel f com es to m ind

Emotional Knowledge



Self comes to mind( Dam asio , A . Vint age Bo ok s, New Yor k, 2012, p .116)

• Emotions are complex, largely automated programsof actions concocted by evolution. The actions arecomplemented by a cognitive program that includescertain ideas and modes of cognition, but the worldof emotions is largely one of actions carried out inour bodies, from facial expressions and postures tochanges in viscera and internal milieu



Self comes to mind( Dam asio , A . Vint age Bo ok s, New Yor k, 2012, p .116)

• Feelings of emotions, on the other hand, arecomposite perceptions of what happens in our bodyand mind when we are emoting. As far as the body is

concerned, feelings are images of actions ratherthan actions themselves; the world of feelings is oneof perceptions executed in brain maps.



The Knowledge Creating Company(Ikujiro Nonaka & Hirotaka Takeuchi, 1995)

• ‘Tacit knowledge is highly personal and hard toformalize, making it difficult to communicate or toshare with others’. (p.8)

• ‘Highly subjective insights, intuitions, and hunchesare an integral part of knowledge. Knowledge alsoembraces ideals, values, and emotions as well asimages and symbols . These soft and qualitativeelements are crucial to an understanding of theJapanese view of knowledge’ (p.9)



Explicit Knowledge-Tacit KnowledgeDyad

Knowledge Structure

ExplicitKnowledge

Tacit

Knowledge

RationalMind

Non-RationalMind

KnowledgeTransfer Process

DirectExperience



Explicit knowledge

Tacit knowledge

Emotions

Value s

Beliefs

Insights

Images



Cognitive Knowledge-Emotional KnowledgeDyad

Knowledge structure

Cognitiveknowledge

Emotional

knowledge

Mind

Heart

Knowledge transferprocess

Sensory system



Emotional knowledge•

Emotional knowledge is created by emotions, andintegrated together with cognitive knowledge into ourmental representation of the world.

•

Emotions can be simply described as being specificreactions to events, agents and their actions, or toobjects.

•

Although cognition and emotion have been treatedmost of the time like two distinct entities, they areinextricably intertwined. Feelings influence thoughtsand actions, which in turn can give rise to newemotional reactions.



Mayer, J.D., Salovey, P & Caruso, D.R (2004)Emotional intelligence: Theory, findings, and

implications , Psych olog ica l Inq ui ry , Vol.15, No.3,pp.197-215

We define EI as the capaci ty to reaso n abo ut

em ot ions , and o f emo t ion s to enh ance th ink ing .It inclu des th e abi l i t ies to acc ur ately p erceiveem ot ion s , to acc ess and g enerate em ot ion s soas to ass i s t thoug ht , to un ders tand em ot ions and

em ot ion al k no w ledg e , and to re flec t ive ly regula teem ot ions , so as to p rom ote em ot iona l andintel lectu al gr ow th.



Decision making• Breakthroughs in brain science have revealed that people

are primarily emotional decision makers.

• That means that emotional knowledge plays a veryimportant role in the decision making process

• Emotions are central , not peripheral, to both marketplaceand workplace behavior

• A Jou rna l of Adv ert i s ing Research study, involving 23000USA consumers, 13 categories of goods and 240advertising messages, concluded that emotions are twiceas important as facts in the process by which peoplemake buying decisions



Experiment in a British University

• There was a tradition for students using the kitchen to pay for their

tea or coffee to which they helped themselves during the day bydropping money into a hones ty box . Students paid in concordancewith a list of suggested prices.

• One day, students remarked a poster fixed just above the price list.For a period of ten weeks, a new image was showed each week,either flowers or eyes that appeared to be looking directly atstudents. There was no explanation for that, and nobody asked anyquestion about those posters.

Discussions!• Do you think that those posters changed in any way the behavior of

students ? What are your arguments in formulating your answer ?



Marketing research

• Traditional research measures: What they sayIt discovers: rational, conscious, verbal reactions

•

Facial coding research measures: What they feelIt discovers: emotional, subconscious, andnon-verbal reactions

• Only by scrambling together the rational andemotional reactions of people do you get a completepicture of what they are likely to do



New key ideas

• Emotion drives reason more than reason drivesemotion.

• Feelings happen before thought, and they happenwith great speed

• Conscious thought is only a small portion of mentalactivity

• Visual imagery and other non-verbal forms ofcommunication predominate



Blink(Malcolm Gladwell)

• ‘ The power of knowing, in the first two seconds, isnot a gift given magically to a fortunate few. It is anability that we can all cultivate for ourselves’ (p.16)

• ‘The task of making sense of ourselves and ourbehavior requires that we acknowledge there can beas much value in the blink of an eye as in months ofrational analysis’ (p.17)

• ‘Thin-slicing refers to the ability of our unconsciousto find patterns in situations and behavior based onvery narrow slices of experience’ (p.24)





Thinking fast, and slow(Daniel Kahneman, 2011)

• There are two systems in the mind:

- System 1 operates automatically and quickly, with littleor no effort and no sense of voluntary control. Fastthinking includes both variants of intuitive thought – theexpert and the heuristic – as well as the entirelyautomatic mental activities of perception and memory

- System 2 allocate attention to the effortful mentalactivities that demand it, including complexcomputations.



The seven core emotions

• Regardless of race, ethnicity, age or gender,people’s face reveal seven core emotions

• One is essentially neutral: surprise

• One is essentially positive: happiness

• Five are essentially negative: fear, anger, sadness,disgust and contempt



SURPRISE

Our ability to express surpriseappears at birth.

Uniquely, surprise is neitherinherently positive nornegative.

Its valence all depends on whatwe perceive after the surprisehas passed.

Face characteristics:•

Eyes go big• Eyebrows fly high• Mouth fails open





ANGER

Anger is the fight part of our fight-or-flight instinct, and ariseswhenever our expectations are

violated.People seek to remove or otherwiseattack a barrier they believe isunfairly blocking progress or

undermining their personal identityand sense of self-worth.


Eyebrows lower and knit together• Eyes narrow into ‘snake -eyes’ • Lips will tighten or form a funnel



SADNESS

In business, sadness asexpressed in marketplace isabout buyer’s regrets.

In the workplace, sadness meansfeeling helpless


Wrinkles form a mid-forehead‘puddle’ • Eyebrows drop, but innercorners rise slightly• Corners of eyes crease in awince• Lip corners form an ‘upside -

down’ smile



Simona Halep



DISGUST

Disgust is an adverse reactionshown when we attempt to

distance ourselves from anoffensive source

It is our way of showing that anobject, person, place or even anidea ‘stinks’ Face characteristics:• Nose turns up and wrinkles

• Upper lip rises, sometimes aspart of an ‘upside down smile’ • Lower lip pulls down and away



CONTEMPT

Contempt is less physical and moreattitudinal in orientation than disgust

Contempt can be fatal for companies

This emotion reflects deep disdain: a beliefthat the other party in the deal is beneathyou

Face characteristics:• The left side of the face is generally moreexpressive than the right side, with oneupper corner of the mouth curling into asneer

• Upper lip rises• Eyes may partly close and turn away



A TRUE SMILE

A true smile’s signature featuresare eyes that twinkles or gleambecause the musclessurrounding them are animated

Face characteristics:• Skin near the outer corner of the

eye pinches together into ‘crow’sfeet’ • The upper eyelid slightly droopsand skin under the eye may

gather upward• The corners of the mouth moveup and out, the cheeks liftupwards



A SOCIAL SMILE

A social smile is a constructedsmile. We have more ability ofmanipulating the muscles around

the mouth, than we do those aroundthe eyes

It’s why we say:

‘the eyes never lie’

Face characteristics:• The face becomes rounder as thecorners of the mouth move up andout and the cheeks lift upwards• Missing is the activity around theeyes that would cause them totwinkle or gleam



Simona Halep



Emotions• Unlike rational thoughts, emotions are action-oriented

• It is possible to expand the set of core emotions toanticipate more situations

• Some emotions we effect, while others reflect externalforces dominating us

•

Specific emotions signal that specific behaviouraloutcomes are likely



Main characteristics

• A feeling component – physical sensations,including chemical changes in the brain

• A thinking component – conscious or intuitive

• An action component – expressive reactions (likesmiles), as well as coping behaviors (like fight orflight)

• A sensory component – sights, sounds, etc whichserves to trigger the emotional response



Emotionality vs. Rationality• Emotionality is distinguished from rationality

because the latter only involves one of these fourcomponents: t h ink ing

• Rationality is based on abstract thoughts.

• Rationality involves conscious, deliberate, evaluativeassessments. A thought is about arriving at a

judgement

• The strength of emotions is that they help mobilizethe body to get through an emergency



Emotional intensity spectrum•

Happiness – Joy – Satisfaction• Surprise – Amazement – Curiosity• Anger – Rage – Annoyance• Disgust – Loathing – Boredom• Sadness – Grief – Pensiveness• Fear – Terror - Worry

Core emotionsHighly-intensity emotions

Low-intensity emotions



Core motivations• Defend : the oldest, most primitive need is pure

instinct – to survive

• Acquire : while not a matter of survival, feathering thenest adds to comfort

• Bond : having allies provides both pleasure andsecurity

• Learn : akin to the spiritual/self-growth at the top ofMaslow’s hierarchy of needs



Documents

03_KM_Emotional Knowledge.pdf