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Emotional Labor and Human Capital (strategies for dealing with downside of…
Emotional Labor and Human Capital
Emotional labor
the management of feeling to create a publicly observable facial and bodily display
requires suppression of private feelings
skill needed in over 25% of all jobs
Emotional labor and the public sector
plays a role in nearly all govt. jobs
needed because work with people
not listed in formal job descriptions, but essential for the jobs
the role of public sector
enters when there is a market failure
car companies want to cut costs, but govt. requires air bags and seat belts to save lives
public sector is unique because of the role it plays
Perspectives on emotional labor
dispositional
based on factors unique for each person, not related to the org.
dramaturgical
emotions arise based on social interactions
strategies for dealing with downside of emotional labor
critical incident stress management
self-care plans
development
recruit for positions with emotional labor skills in mind