Emotion Processes in Workplace

Emotion Processes in Workplace - Chapter 11 Emotion...

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Chapter 11: Emotion Processes in Workplace - Emotion in workplace o Workplace is seen guarded by logic and rationality when actually, we go by emotions - Emotion as part of the job o Emotional labor – jobs in which workers are expected to display certain feelings in order to satisfy organizational role expectations o Performing emotional labor – surface acting or deep acting - Body of work on emotional labor o Frontline services – emotional labor increases success of organization o Emotions is explicitly controlled through training and employee manuals o Emotional displays are created through deep acting or surface acting o When emotional acting, workers are aware - Emotional work – genuine emotion o Does compassionate communication o Workers engaged in emotional work must notice the need for compassion, details of clients’ lives which lead to appropriate communication, connect to clients and respond with verbal or nonverbal behaviors Emotion as part of workplace relationships -
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  • Fall '07
  • Stefanone
  • Emotional labor, emotional work, emotional labor increases

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