Flashcards in 7. Emotional Labour And Its Contribution With HRM To Management Outcomes (Week 4) Deck (13)
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1
Q
Define emotional labour?
A
- Emotions are feelings experienced towards an object, person or even that creates a state of readiness
- Hochschild (1983:7) developed the term emotional labour to refer to the “management of feeling to create a publically observable facial and body display”. AT work the term is used when the creation of a public face or bodily display is a central part of the delivery of the service or product. it is heightened when the potential gap between real and displayed emotions widens.
2
Q
What is internal emotional dissonance?
A
- They psychological stress related to the internal conflict of displaying a certain emotion while actually feeling something quite different
3
Q
What are the external factors that influence emotional dissonance?
A
- frequency of the required emotional display
- requirement to attend to certain display rules e.g. a script
- The required variety involved in the work role
4
Q
HR responses to dealing with emotional dissonance
A
- During the recruitment process, reduce values gap between the organisation and the individual by
a. developing clearly articulated organisational values
b. ensuring espoused values are enacted
5
Q
HR responses to dealing with external sources of emotional stress
A
- Rather than relying too heavily on intrusive forms of monitoring organisations are recognising the vlaue of normative control or self-initiated adhereence to organisational goals
- In such situations companies concentrate on developing an awareness within empoloyees of what is important and allowing the employee to respond as required
6
Q
How is workplace violence classified?
A
- Abusive communication (verbal or written threats)
- Behaviours which create an enviroment of fear (intimidation, exclusion, initiation of new recruits)
- Physical abuse (not resulting in harm)
- Physical abuse resulting in harm
- Sexual harrasment
- Stalking
7
Q
Who is at risk and from whom? (Workplace violence)
A
- Intra-organisational conflict: situations which place employees at risk from other employees
- Occupational violence: situations where the nature of the work places people at risk
- Violence from the general public: motivated by gain and opportunistic violence
8
Q
Define bullying
A
- Definitions vary but all definitions contain an element of power in one form or another
- On a continuum ranging from spreading malicious rumours, over critical work evaulation, to direct verbal threats and physical violence.
9
Q
Types of bullying
A
- Gatekeeper bullying: establishing barriers
- Sandpit bullying: trying to reduce opportunities for achievers e.g. assigning experts to generalist tasks, taking over a project when it is assured of success
- Toilet bullying: ridicule, slander, vilification
- King bullying: expulsion of workers from locations, careers, groups, special projects, committees
10
Q
HR responses to workplace violence
A
- there is a legal requirement (OHS) that employers provide a safe workplace but employers also have to respect privacy of employees
- The push to become and employer of choice also motivates companies to take the issue seriously
- Policy design
- Recruitment and selection
- management training
11
Q
Summarise emotional labour
A
The key thing to understand about emotional labour is that it refers to the gap between the reqired emotional display and the actual emotion felt by the employee
- Emotional labour is impacted by both internal conflict and external pressure
- HR can help with
a. clearer communication of what the organisation wants and values
b. promoting normative control rather than overt monitoring - Policy development, recruitment, selection and training
12
Q
What are the external conditions that intensify the need to perform emotional labour (4)?
A
- Frequency: how often does the emotion need to be exhibited? Emotional labour that requires high frequency is more demanding and requires more exertion by employees
- Intensity and duration: This refers to the display rules or script required for a job e.g. airline crew on a long haul flight
- Expected intensity: When employees have to display deep emotions in difficult circumstances e.g doctors and nurses
- Variety: The expectationn that employees will move from one emotion to another over a brief period of time requires psychological exertion
13
Q
What strategies to employees use to reduce stress?
A
- Emotional intelligence: self awareness, self management, self-motivation, social awareness, relationship management