group project

1. WHAT IS EMOTIONAL LABOR? (TIM)
 Define emotional labor

2. ARLIE HOCHSCHILD
 Founder of emotional labor
 Studies

3. EMOTIONAL LABOR IN DIFFERENT JOBS AND
MANAGEMENT (EDWINA)

4. EDWINA’S MAIN POINTS

5. EMPLOYEE EMOTIONAL
LABOR
The Effects of

6. 1) Point one
2) Point two
3) Employee burnout
4) Predicting burnout

7. BURNOUT SYNDROME
3 STATES
1. EMOTIONAL EXHAUSTION
 Feel emotionally “spent”
2. DEPERSONALIZATION
 Display a detached attitude toward others
3. DIMINISHED PERSONAL ACCOMPLISHMENT
 Experience a low sense of efficacy (define) at work

8. RESULTS OF EMOTIONAL LABOR
 Physiological and affective outcomes
 Organizational consequences:
 Increased employee turnover
 Increased intention to leave the company
 Negative work attitudes
 Reduced levels of Performance

9. PREDICTING EMPLOYEE BURNOUT
 Two ways of looking at Emotional Labor
1) Job focused emotional labor
denotes the level of emotional demands in an
occupation- give examples and discuss
2) Employee focused emotional labor
is the employee process or experience of managing
emotions and expressions to meet work demands.
 Measured as EMOTIONAL DISSONANCE- attempting to
projected the expressions even if emotions differ

10. RESULTS OF EMPLOYEE EMOTIONAL LABOR
 Mental effort involved in faking emotions can lead
to emotional fatigue and burnout
 Reduced job satisfaction and

11. PREVENTION (NIKKI)

12. MAIN POINTS TO COVER