User:ARMiller017/sandbox

Emotional Labor

Emotional labor or emotion work is a requirement of a job that employees display required emotions toward customers or others.(1) More specifically, emotional labor comes into play during communication between worker and citizen and between worker and worker. This includes analysis and decision making in terms of the expression of emotion, whether actually felt or not, as well as its opposite: the suppression of emotions that are felt but not expressed.

Emotional Labor vs. Cognitive Work

Cognitive skills and emotion work skills are separate but related dimensions for successful job performance. The former includes the application of factual knowledge to the intellectual analysis for problems and rational decision making. The latter includes analysis and decision making in terms of the expression of emotion, whether actually felt or not, as well as its opposite: the suppression of emotions that are felt but not expressed. More specifically, emotional labor comes into play during communication between worker and citizens, and it requires the rapid-fire execution of, emotive sensing, analyzing, judging, and behaving. Emotional Labor includes analysis and decision making in terms of the expression of emotion, whether actually felt or not, as well as its opposite: the suppression of emotions that are felt but not expressed. More specifically, emotional labor comes into play during communication between worker and citizen and it requires the rapid-fire execution of:

- Emotive sensing, which means detecting the effective state of the other and using that information to array one's own alternatives in terms of how to respond - Analyzing one's own effective state and comparing it to that of the other

- Judging how alternative responses will affect the other, then selecting the best alternative

- Behaving, such that the worker suppresses or expresses an emotion-- in order to elicit a desired responses from the other. Service exchanges between workers and customers/citizens requires the worker to sense the appropriate right tone and medium for expressing a particular feeling, and then requires that worker to determine whether, when, and how to act.

Emotional labor is a skill that for some must be learned and refined in order to execute exceptional job performance, and the different emotions expressed vary from occupation to occupation. Workers in Public Administration/Crisis Response preform emotional labor through a few distinct strategy's: Psychological First Aid, Compartments and Closets, Crazy Calm, Humor, and Common Sense.

Emotive Sensing

Detecting the affective state of the other and using that information to array one's own alternative in terms of how to respond.

Analyzing

One's own affective state and comparing it to that of the other.

Judging

Alternative responses will affect the other, then selecting the best alternative.

Behaving

Worker suppresses or expresses an emotion- in order to elicit a desire response from the other.

Careers

Public Administration

The greatest amount of emotional work required between all levels of government is on the local level. It is at the level of cities and counties that the responsibility lies for day to day emergency preparedness, firefighters, law enforcement, public education, public health, and family and children's services. Citizens in a community expect the same level of satisfaction from their government, as they receive in a customer service oriented job. This takes a considerate amount of work for both employees and employers in the field of public administration. There are two comparisons that represent emotional labor within public administration, "Rational Work versus Emotion Work",and "Emotional Labor versus Emotional Intelligence".

How Public Administrators Preform Emotional Labor

When Public Administrators preform emotional labor, they usually are dealing with significantly more sensitive situations than an employees in the service industry. The reason for this is because they are on the front lines of the government, and are expected to by citizens to serve them quickly and efficiently. When confronted by a citizen or a co-worker public administrators use Emotional Sensing to size up the emotional state of the citizen in need. Workers then take stock of their own emotional state in order to make sure that the emotion they are expressing is appropriate to their roles. Simultaneously, they have to determine how to act in order to elicit the desired resonse from the citizen as well as from co-workers. Public Administrators preform emotional labor through five different strategy's: Psychological First Aide, Compartments and Closets, Crazy Calm, Humor, and Common Sense.

Psychological First Aide-

Compartments and Closets-

Crazy Calm-

Humor-

Common Sense-

Definition: Rational Work vs. Emotion Work

Public administration should not only focus on the business side of administration but also on the personal side as well. It is not just about collecting the water bill or land ordinances to construct a new property, it is also about the quality of life and sense of community that is allotted to them by there city officials. Rational work is the ability to thing cognitively and analytically, while emotion work means to think more practically and with more reason.

Definition: Emotional Labor vs. Emotional Intelligence

Knowing how to suppress and manage ones own feelings is known as emotional intelligence, the ability to control ones emotions and to be able to do this at a high level guarantees ones own ability to serve those in need. Emotional intelligence is performed while performing emotional labor, and without one the other can not be there.

Implications

Coping Skills

Coping occurs in response to psychological stress—usually triggered by changes—in an effort to maintain mental health and emotional well-being. Life stressors are often described as negative events (loss of a job); however, positive changes in life (a new job) can also constitute life stressors, thus requiring the use of coping skills to adapt. Coping strategies are the behaviors, thoughts, and emotions that you use to adjust to the changes that occur in your life. The use of coping skills will help a person better themselves in the work place and preform to the best of their ability to achieve success. There are many ways to cope and adapt to changes. Some ways include: sharing emotions with peers, having a healthy social life outside of work, being humorous, and adjusting expectations of yourself and work. These coping skills will help turn negative emotion to positive and allow for more focus on the public in contrast to oneself.

Wagner, D. A. (2014). Driving it Home: How Workplace Emotional Labor Harms Employee Home Life. Personnel Psychology, 67(2), 487-516. In this article, written for Personnel Phycology the outcomes of how emotional labor affects the home life. This study is interesting and can be very useful for our article on Emotional Labor, it is useful because nowhere in the existing article does it talk about the effects of home life for those that must show emotional at work. In the article it talks about surface acting, and deep acting, these two different levels performed at work while do have an effect on the home life but surface level is said to have more of an effect. Viewers that are interested in emotional labor and want to learn more about this topic will find this useful because in many career fields employees have to display some sort of emotional labor.

Allen, J., Diefendorff, J., & Ma, Y. (2014). Differences in Emotional Labor Across Cultures: A Comparison of Chinese and U.S. Service Workers. Journal Of Business & Psychology, 29(1), 21-35. doi:10.1007/s10869-013-9288-7 In this article written for the Journal of Business and Psychology the study examines if there is a difference in the amount and effects of emotional labor between the American culture and the Chinese culture. This study will be very valuable for our article on Wikipedia because nowhere does it talk about other countries and how they perform emotional labor in the service field. This article allows for not only Americans to apply this article but it can be relatable to the Chinese culture as well. With the application of this article, we may also look into what types of service jobs the Chinese workforce perform and then write about emotional labor in relation to their jobs.

Ye Hoon, L., Chelladurai, P., Yukyoum, K., & Mallett, C. (2015). Emotional Labor in Sports Coaching: Development of a Model. International Journal Of Sports Science & Coaching, 10(2), 561-575. An obvious career that has not be written about in this article on Wikipedia is those individual in sports. Whether it by training, coaching, or even playing sports. If we include parts of this study and article in our Wikipedia page then it can be used by scholar’s studying sports science and how those involved in sports show the three different types of emotional labor. It also just adds to the amount of people that may find this article on Wikipedia useful for themselves. There are thousands upon thousands of coaches in the world that will be able to relate to this article once we write about sports in this article.

Ang Chooi Hwa, M. (2012). Emotional Labor and Emotional Exhaustion. Journal Of Management Research (09725814), 12(3), 115-127. This article written for the Journal of Management Research talks and relates emotional labor to hotels in Malaysia. This article also looks at the effects of co-worker support and how emotional labor may not be such a bad thing as a group of people that work together. This article provides a more technical support for adding information to the Wikipedia article on emotional labor, and will allow us to add to sections already in existence of the article.

LJUNGHOLM, D. d. (2014). THE ROLE OF EMOTIONAL LABOR IN THE DELIVERY OF PUBLIC SERVICES. Review Of Contemporary Philosophy, 1311-16. This article is the most technical of the ones picked and while it does talk about emotional labor, it talks about it within the public sector, and within organizations. Many of the people are currently and will be working in the public sector and can use this article effectively and it will be applicable to their day-to-day lives. This article also talks about how men and women display emotional labor in their working environment. In our article on Wikipedia there can be a section created showing gender differences between men and women and how they display emotional labor.