Chapter 11: Processes Of Emotion In The Workplace

Front 1

Surface Acting Vs. Deep Acting

Back 1

Evoking superficial emotional behaviors during workplace interaction to satisfy work requirements.

Vs.

Evoking realistic emotional displays in the workplace by using techniques such as imagining friendly environments or sympathizing with customers.

Front 2

Emotional Work Vs. Emotional Labor

Back 2

When workers feel genuine emotions on the job and express those emotions in interactions.

Vs.

Jobs in which workers are expected to display certain feelings in order to satisfy organizational role expectations.

Front 3

Compassionate Communication

Back 3

Emotionally communicating in a wide range of human service occupations in ways that involve processes of noticing, connecting, and responding to troubled clients.

Front 4

Four aspects of workplace relationships that create potential for intense emotion:

Back 4

1. The tension between the public and the private in work relationships.

2. Relational networks and emotional "buzzing"

3. Conflict allegiances.

4. Emotional rights and obligations at work.

Front 5

Basic Model of Stress in the workplace

Back 5

Stressors, burnout, outcomes

Front 6

Stressors

Back 6

Environmental factors that are difficult for an individual to deal with.

Front 7

Burnout

Back 7

Strain that results from ongoing stressors.

Front 8

Outcomes

Back 8

Physiological, attitudinal, and organizational results of burnout

Front 9

Three dimensions of burnout:

Back 9

Emotional exhaustion, lack of personal accomplishments, depersonalization

Front 10

Emotional

Back 10

feeling of fatigue, frustration, or being unable to face another day on the job.

Front 11

Lack of Personal Accomplishment

Back 11

When workers see themselves as failures and incapable of effectively accomplishing job requirements.

Front 12

Depersonalization

Back 12

A dimension of burnout in which service workers objectify their clients in order to protect themselves.

Front 13

Three major functions of social support:

Back 13

Emotional, informational, instrumental

Front 14

Emotional support

Back 14

Involves letting another person know that they are loved and cared for.

Front 15

Informational support

Back 15

Involves the provision of facts and advice to help an individual cope.

Front 16

Instrumental support

Back 16

Involves physical or material assistance that helps an individual cope with stress and strain.