AP PSYCHOLOGY: UNIT V Motivation, Emotion & Stress: Stress & Health.
Processes of Emotion and Stress in the Workplace
Transcript of Processes of Emotion and Stress in the Workplace
Processes of Emotion and Processes of Emotion and Stress in the WorkplaceStress in the Workplace
Thinking Thinking andand Feeling Feeling
Emotion in the WorkplaceEmotion in the Workplace
Traditional ApproachTraditional Approach
Human Resources / Human RelationsHuman Resources / Human Relations
EmotionEmotion
Organizational life is typically governed by Organizational life is typically governed by logic and rationalitylogic and rationality
Since the 1990s, more attention has been Since the 1990s, more attention has been paid to emotion in the workplace.paid to emotion in the workplace.– Stress and BurnoutStress and Burnout
Emotion in the WestEmotion in the West
Privilege of rationalityPrivilege of rationality– Need to “think on your feet”Need to “think on your feet”– Cost-benefit analysisCost-benefit analysis– ““Keep emotion out of it”Keep emotion out of it”– Scientific MethodScientific Method
Separate spaces for emotional expressionSeparate spaces for emotional expression
Feeling at WorkFeeling at Work
Individual experienceIndividual experience– Emotional LaborEmotional Labor– Stress & BurnoutStress & Burnout
Relational experienceRelational experience
Individual Experience- Emotional Individual Experience- Emotional LaborLabor
Genuine & managed emotionsGenuine & managed emotions– ““Service with a smile”Service with a smile”
Emotional laborEmotional laborSurface Acting: Displaying an emotion for the sake of Surface Acting: Displaying an emotion for the sake of the job (i.e. servers in a restaurant smiling at the the job (i.e. servers in a restaurant smiling at the customer)customer)
Deep Acting: Displaying an emotion on the job that Deep Acting: Displaying an emotion on the job that one does not feel internally. This can lead to emotional one does not feel internally. This can lead to emotional dissonance.dissonance.
Implications of Emotional LaborImplications of Emotional Labor
Commodification of emotionsCommodification of emotions
Feeling rulesFeeling rules– ProfessionalismProfessionalism
Mind-body dualismMind-body dualism
Bounded EmotionalityBounded Emotionality An alternative mode of organizing in which An alternative mode of organizing in which
nurturance, caring, community, supportiveness & nurturance, caring, community, supportiveness & interrelatedness are fused with individual interrelatedness are fused with individual responsibility to shape organizational experiences responsibility to shape organizational experiences (Mumby & Putnam, 1992)(Mumby & Putnam, 1992)
Challenges to bounded rationality & emotional Challenges to bounded rationality & emotional laborlabor– Mind-body dualismMind-body dualism– Devaluation of physical laborDevaluation of physical labor– Co-optation of emotional experienceCo-optation of emotional experience
Bounded Rationality & Bounded EmotionalityBounded Rationality & Bounded Emotionality
Organizational Organizational limitationslimitations
Reduction of ambiguityReduction of ambiguity Hierarchy – Means-Hierarchy – Means-
end chainend chain Mind-body dualismMind-body dualism Fragmented laborFragmented labor Gendered & Gendered &
occupational feeling occupational feeling rulesrules
Intersubjective Intersubjective limitationslimitations
Tolerance of ambiguityTolerance of ambiguity Heterarchy of goals & Heterarchy of goals &
valuesvalues Integrated self-identityIntegrated self-identity CommunityCommunity Relational feeling rulesRelational feeling rules
Relational Experience-Feeling at Relational Experience-Feeling at WorkWork
Emotion as Part of Workplace RelationshipsEmotion as Part of Workplace Relationships– Workplace bullyingWorkplace bullying– Tension between public and privateTension between public and private– Emotional “buzzing”Emotional “buzzing”– Conflicting allegiances Conflicting allegiances
Emotion Rules & Emotional Intelligence Emotion Rules & Emotional Intelligence – Knowing when and how to implement a particular emotional response Knowing when and how to implement a particular emotional response
in a given situationin a given situation
Stress & BurnoutStress & Burnout
Stress, Burnout, & Social SupportStress, Burnout, & Social Support
Stress: stressors create strain on the Stress: stressors create strain on the individual (burnout), which can lead to individual (burnout), which can lead to negative psychological, physiological, & negative psychological, physiological, & organizational outcomesorganizational outcomes
StressorsStressors
WorkloadWorkload Role conflictRole conflict Role ambiguityRole ambiguity Stressors outside the workplaceStressors outside the workplace CommunicationCommunication Emotional laborEmotional labor
BurnoutBurnout
Emotional exhaustionEmotional exhaustion Lack of personal accomplishmentLack of personal accomplishment DepersonalizationDepersonalization
Outcomes of BurnoutOutcomes of Burnout
Physiological—Stroke, Heart Attack, High Physiological—Stroke, Heart Attack, High Blood PressureBlood Pressure
Attitudinal—Sense of depersonalization, Attitudinal—Sense of depersonalization, Feeling a lack of accomplishmentFeeling a lack of accomplishment
Organizational—Absenteeism, TurnoverOrganizational—Absenteeism, Turnover
Empathy, Communication and BurnoutEmpathy, Communication and Burnout
Research conducted on human service work (e.g. Research conducted on human service work (e.g. healthcare, social work, teaching)healthcare, social work, teaching)
““People oriented” careers feel a high degree of People oriented” careers feel a high degree of empathy for others.empathy for others.
Two kinds of empathy:Two kinds of empathy:– Emotional contagion (parallel feelings towards how others Emotional contagion (parallel feelings towards how others
are feeling)are feeling)– Empathic concern (nonparallel emotional response)Empathic concern (nonparallel emotional response)
Emotional contagion= hinders communication (i.e. Emotional contagion= hinders communication (i.e. emotional exhaustion)emotional exhaustion)
Empathic concern=helps communicationEmpathic concern=helps communication
Coping with BurnoutCoping with Burnout
Problem-focused copingProblem-focused coping
Appraisal-focused copingAppraisal-focused coping
Emotion-centered copingEmotion-centered coping
Social supportSocial support
Burning OutBurning Out
Mary goes home late in the evening after a Mary goes home late in the evening after a long day of work time after time. Her work long day of work time after time. Her work as a nurse at the health clinic is beginning to as a nurse at the health clinic is beginning to take its toll on her. Her health is worsening, take its toll on her. Her health is worsening, her sleep is fitful, and her fuse is short. her sleep is fitful, and her fuse is short. Sure, she wants to stay with her clinic, but Sure, she wants to stay with her clinic, but she is not sure how many more non-stop she is not sure how many more non-stop days she can take.days she can take.
How can Mary Cope?How can Mary Cope?
Problem-focusedProblem-focused Work with supervisor Work with supervisor to reduce hoursto reduce hours
Delegate workDelegate work Work with colleagues Work with colleagues
to schedule breaksto schedule breaks
How can Mary Cope?How can Mary Cope?
Emotion-focusedEmotion-focused Seek counselingSeek counseling
Relaxation-techniquesRelaxation-techniques
How can Mary Cope?How can Mary Cope?
Appraisal-focusedAppraisal-focused Reframe as helping Reframe as helping people outpeople out
Think of herself as a Think of herself as a rare breed of civil rare breed of civil servantservant
Social Support & CopingSocial Support & CopingEmotionalEmotional InformationalInformational InstrumentalInstrumental
SupervisorsSupervisors
Co-WorkersCo-Workers
Friends & Friends & FamilyFamily