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Emotional Labor (Emotional Labor brings meaning to a lot of people's…
Emotional Labor
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Employers' assumptions about emotional labor influence how they expect employees to handle its effects
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Dispositional
"emotions arise based on uniquely individual characteristics, wholly unrelated to org. control" (p. 41).
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"The agencies that do the best job of training are those that focus on trauma and what victims of trauma experience as well as what workers may experience in the form of vicarious trauma"(p.49).
Vicarious Trauma: "term for the emotional toll of experiencing horrific events secondhand. The impact of the situation still affects workers even though they are not victims" (p.36).
"The management of feeling to create a publicly observable facial and bodily display that is necessary for doing the job" (p. 4).
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Situation Modification: "efforts to directly modify the situation so as to alter its emotional impact": Ex: Paramedic commitment to stay positive and reassure victim
Attention Deployment: "How individuals direct their attention within a given situation in order to influence their emotions" ex: distraction
Response Modulation: "efforts to influence physiological, experiential, or behavioral responding as directly as possible" (p.5).
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"Ignoring emotional labor demands on workers misses the interrelated aspects of public service work, both relational and technical" (p.10).
The more emotional labor is performed, the higher the rate of worker job satisfaction
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