04 Emotional Labor

Question 1

Emotional labor

Answer 1

a process of regulating both feelings and expressions for organizational goals

Question 2

Emotion Display Rules in Organizations

Answer 2

Expectations for emotional expressions on the job that are either stated explicitly in selection and training materials, or known by observation of coworkers

Question 3

Positive outcomes of emotional labor

Answer 3

Acting happy at work can lead to job satisfaction

Question 4

4 negative outcomes of emotional labor

Answer 4

1. Emotional exhaustion (burnout)
2. Physical symptoms, such as headache & stomach distress
3. Absenteeism & Turnover
4. Poor customer service performance

Question 5

3 factors that can explain why emotional labor may or may not be stressful to employees.

Answer 5

1. Emotional dissonance
2. Having control over job situations
3. Emotional labor skills

Question 6

emotional dissonance

Answer 6

A discrepancy between organizational display rules of emotions and the emotions an employee feels when serving a customer

Question 7

Having job control

Answer 7

Having latitude in how to deal with a rude or difficult customer will reduce negative effects

Question 8

2 research findings pertaining to having job control

Answer 8

1. Daily customer mistreatment was not related to negative affective state at work for employees with high job control
2. Emotional labor was found to be stressful only for individuals with little autonomy and control at work

Question 9

2 research findings in emotional labor skills

Answer 9

1. individual’s labor skills can vary

2. Emotional labor was stressful mostly for individuals whose skill is low

Question 10

General Model of Emotional Regulation, 2 methods to regulate your emotions

Answer 10

1. antecedent-focused regulation

2. response-focused regulation

Question 11

3 types of antecedent-focused regulation

Answer 11

1. Situational selection and modification
2. Attentional deployment
3. Cognitive change & reappraisal

Question 12

Attentional deployment

Answer 12

Calling up the emotions that one needs in a specific situation

Question 13

Cognitive change & reappraisal

Answer 13

Change one’s perspectives/views

Question 14

response-focused regulation

Answer 14

Manipulate one’s emotional expression of his/her reaction to the situation

Question 15

2 strategies for emotional regulation

Answer 15

1. surface acting

2. deep acting

Question 16

surface acting

Answer 16

Modifying external emotion expression. Consists of managing or faking one’s expressions or emotions

Question 17

Deep acting

Answer 17

Modify feelings through attentional deployment, cognitive reappraisal. Managing one’s feelings but displaying genuinely felt emotions, including emotions required by the job.