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Employee emotional labor

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  • Give examples of each in the workplace situation
  • Transcript

    • 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