Employee emotional labor

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  • Give examples of each in the workplace situation
  • Employee emotional labor

    1. 1. WHAT IS EMOTIONAL LABOR? (TIM)  Define emotional labor
    2. 2. ARLIE HOCHSCHILD  Founder of emotional labor  Studies
    3. 3. EMOTIONAL LABOR IN DIFFERENT JOBS AND MANAGEMENT (EDWINA)
    4. 4. EDWINA’S MAIN POINTS
    5. 5. EMPLOYEE EMOTIONAL LABOR The Effects of
    6. 6. 1) Point one 2) Point two 3) Employee burnout 4) Predicting burnout
    7. 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. 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. 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. 10. RESULTS OF EMPLOYEE EMOTIONAL LABOR  Mental effort involved in faking emotions can lead to emotional fatigue and burnout  Reduced job satisfaction and
    11. 11. PREVENTION (NIKKI)
    12. 12. MAIN POINTS TO COVER

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