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Emotional Labor and Crisis Response (What (How workers work to keep a…
Emotional Labor and Crisis Response
What
How workers work to keep a publicly observable face - energy spent suppressing emotion
Plays a role in all government jobs
Emotional labor doesn't have to lead to burnout - it all depends on how it is addressed in the workplace
Emotional labor is part of the occupation, not what the person brings to the job
Why
Creating dichotomy between administration and politics silences emotional labor aspect of occupation
Emotionally regulating self may lead to cognitive consequences
Experience of emotion does not impair cognitive function but the regulation of it
How
Required for jobs in the public sector as they constantly involve dealing with people
More important to consider when you think about government often having to deal with vulnerable populations needing government services
Dispositional and dramaturgical perspectives about emotional labor
Dispositional - emotions arise based on uniquely individual characteristics unrelated to organizational control
Dramaturgical - emotions arise on the basis of social interaction; emotions are subject to organizational control
Three methods used most commonly to deal with the downside of emotional labor are formalized critical incident stress management, self-care plans, and recruitment processes that emphasize the importance of the job applicant's being self-aware
Critical Incident Stress Management - uses critical incident debriefings , meetings in which team members who were involved together in an emotionally intense situation
Self-care plans - employees specific specific self care goals for themselves for the year which emphasizes to workers that their lives and personal growth are separate from the work they perform
Recruitment processes- hire individuals who have self management skills and self awareness to deal well with emotional labor