U7 Flashcards
(29 cards)
emotional labour
refers to the regulation, feelings, and expressions to fulfill the emotional requirements of the job
surface acting
faking required emotions
deep acting
putting in effort into actually feeling and expressing required emotions
genuine acting
a genuine expression of natural emotions that align w required
what is emotional intelligence
an individual ability to detect and to manage emotions of self and other
what does emotional intelligence include
- relationship management
- social awareness
- self management
- self awareness
stressors
environmental events or conditions that have the potential to induce stress
hindrance stressors
obstacles to successful performance that cannot be overcome by increased effort
- inhibit progress
- ex) role stressors
challenge stressors
work demands that can be reduced through motivated action by employee
- ex) heavy workload
role stressors
role ambiguity
role conflict
role overload
role ambiguity
lack of clarity about their job responsibilities
role conflict
conflicting demands
role overload
insufficient time and resources to complete ones job
workplace stressors
- time pressure
- job complexity
distress
- bad/negative stress
- too much stress and nothing is done to reduce or eliminate its effects
- decreases motivation and performance
(hindrance stressors)
eustress
- good/positive stress
- stress results in feelings of challenge to achievement
- increase motivation and performance
ex) challenge stressors
physiological reactions to strain
- illness
- headache
- joint pain
- cardiovascular problems
psychological reactions to strain
- depression
- anxiety
- anger
- sleep problems
behavioural reactions to strain
- burnout
- absenteeism
- turnover
- addictive substances
- decreased performance
_________ can affect both extent to which potential stressors are perceived as stressful and types of stress reaction occurs
personality
how does the job demands resource model expand on the demand control model
- a variety of demands other then work load
- job control can be used to meet demands
- focuses on negative and positive indicators of employee well-being
individual strategies for managing stress
- problem-focused coping
- emotion-focused coping
- avoidance coping
organizational strategies for managing stress
- make expectations clear
- create fair work environments
- telecommuting
stress
body reaction to change that requires physical, mental, or emotional responses