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Emotional Labour - Coggle Diagram
Emotional Labour
naturally felt emotions
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found NFE, DA and SA to be 3 seperate constructs all predicted by different personality traits
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SA predicted by neuroticism, high self-monitoring, low agreeableness
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agreeableness related to SA, DA and NFE
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the role of personality has implications for recruitment strategies to find the right organisational fit with the emotional labour experienced within the field
work related burnout
lack of motivation, emotional exhaustioun and withdrawal from work
occurs due to additive, overwhelming effects of stress
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burnout syndrome (maslach & jackson, 1986)
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affect regulation
parkinson & totterdell (1999) identified 162 distinct strategies just for improving how we feel with the idea that some strategies are better for us than others
major model of affect regulation (gross, 1998)
emotional cues presented and before you have any feelings yourself you can engage with reappraisal to change the way you feel about the situation which is deep acting
once you have the feelings yourself you will engage with suppression to present the right emotion which is surface acting
deep acting
affects the perception/processing of emotional cues before they elicit behavioural, experiental or physiological respinse tendencies
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surface acting
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emotional response is adjusted by suppressing, amplifying, faking
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morris & feldman (1996)
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social factors are important in determining the experience and expression of emotion, which is subject to external direction, enhancement or suppression
even when expressed and felt emotions are congruent the expression involves effort (labour) therefore, the more incongruent the more effort is required
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monitoring and regulating emotion depletes cognitive resources and energy (goldberg & grandey, 2007)
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