CS 134 - Chapter 11 Notes

CS 134 - Chapter 11 Notes - Page 1 of 4 CS 134...

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Page 1 of 4 CS 134 Organizational Communication Chapter 11: Processes of Emotion Emotion in the Workplace Most models governed by logic and rationality Interactions often governed by emotion Scholars beginning to appreciate emotional nuances Emotion in the Workplace Currently theorists have moved away from purely logical models to models that considered bounded rationality Mumby and Putnam began to look at emotional life as central focus Consider ways paying attention to emotion might lead to new ways of understanding Emotional Labor (Hochschild, 1983) “Surface acting” vs “Deep acting” NOT high vs. low emotional labor Key issues: Emotion for profit Scripting/codifying emotion Can lead to burnout (through “emotional dissonance”) Emotional Labor as a Contributor to Burnout Emotions required as part of job Closely linked with burnout Serious psychological risk Danger is display of emotions that are not felt Emotion as Part of the Job Generalizations from work on emotional labor: Seen as way to increase success of organization Most research considers emotion controlled through training Most research considers emotional displays related through deep acting or surface acting Workers are aware they are acting There are times when workers feel emotions on the job Genuine emotion Emotional work Compassionate communication Emotion as Part of Relationships Should look more at emotions that emerge from relationships
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This note was uploaded on 03/18/2012 for the course COMM ST 134 taught by Professor Wright-dixon during the Winter '12 term at UCLA.

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CS 134 - Chapter 11 Notes - Page 1 of 4 CS 134...

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