Chapter 11 - Chapter Eleven Processes of Emotion in the...

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Chapter Eleven – Processes of Emotion in the Workplace Emotions as Part of the Job: Some key Terminologies Emotional Labor : jobs (eg. frontline service) in which workers are expected to display certain feelings in order to satisfy organizational role expectations. surface acting : eg. Smiling, deep acting : eg. sympathizing with people. (Displaying genuine emotion on the job (eg. school teacher) is called emotional work .) Emotional Dissonance : workers involved with emotional labor are at serious psychological risk by having to maintain a difference between emotions that are felt and emotions that are faked. It is a major factor leading to negative consequences such as burnout, job dissatisfaction, and turnover. Emotional Exhaustion Emotional Support Communication, Empathy and Burnout Emotional Contagion (feeling with another): an affective response in which an observer experiences emotions parallel to those of another person (eg. funeral director who feels sad when talking to grieving clients). Hinders effective communication and can lead to burnout and effect occupational commitment Empathetic Concern (feeling for another): an affective response in which an observer has a nonparallel emotional response (eg. counselor feeling concern for a client who is hysterical (but not sharing their hysteria)). Helps effective communication Aspects of Work Relationship that Create Potential for Emotions Tension Between Public and Private
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This note was uploaded on 01/31/2012 for the course POL 2107 taught by Professor Bourgault during the Spring '08 term at University of Ottawa.

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Chapter 11 - Chapter Eleven Processes of Emotion in the...

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