1. Short-lived
   1. Desired situation - positive
   2. Undesired - negative
2. Askenazy - Five Tier Model
   1. Organization-wide
   2. Groups
   3. Interpersonal Interactions
   4. Between Persons
   5. Within person
3. Contagious
4. Emotional Labor
   1. Surface emotion
   2. Deep emotion
   3. Genuine acting
5. Emotional Intelligence
   1. Understanding of others
   2. Self-awareness
   3. Manage emotions
   4. Manage individual relationships