Most people can recall a similarly hassled day and the effect that it had on them. The authors opened their discussion with an introduction to Affective Events Theory (EAT). In this model, the nature of the job and any requirements for emotional labor affect behavior and work attitudes, but most importantly, they result in work events. Emotional states are seen to lie at at the core of attitude formation and employee behavior in organizations, it is the mundane, everyday events experienced by people that influence the way we think in reference to our jobs.
The sort of hassles that generate negative motions include interactions with supervisors, peers, subordinates and customers. They can occur both within and outside the organizational setting. Now they have identified an issue regarding emotions in the workplace, it is what they call emotional labor, it refers to managing emotions in the service of one’s job. Customer perceptions of service and of employee attitudes are crucial, when employees are seen by customers to be rude, or they behave inappropriately towards customers, an organization can lose in many ways.
Not only may a direct sale may be lost, but future revenue from both the fended customer as well as everyone she convinces to avoid patronage could also be lost. Emotional labor can be particularly detrimental to the employee performing the labor and can take its toll both psychologically and physically. Employees may bottle up feelings of frustration, resentment and anger, which are not appropriate to express. If not given a healthy expressive outlet, this emotional repression can lead to a syndrome of emotional exhaustion and burnout. As well, inhibiting emotions can lead to aversive physiological and physical outcomes.
Managers need to be skilled at perceiving the emotional climate of their organizations, especially critical signs that their employees are becoming emotionally trapped in a cycle of negative emotion, depression and negative behavior. Yet, ability to perceive emotional climate appropriately must be accompanied by the more important ability to intervene effectively and preventively. The authors also found a connection between Emotional intelligence and Leadership. Leaders who can recognize their own and others’ emotions and manage them will be more adept at rallying their employees towards their Sino or goal.
Leaders should understand how their followers feel. Followers, if inspired, become committed to the leaders vision and, ultimately, to the organization. There is however a dark side to charismatic leadership. In this sense, leaders can be manipulative and emotionally demanding, especially when followers are open to exploitation. Management of emotions in organizations must now be seen as an important tool in every managers kit. One to which managers will increasingly need to pay attention in the future. The authors identified several reverting and restorative techniques when dealing with emotions.
Leaders must establish and communicate an emotionally healthy vision. The authors presented their topic very well, i think it is enough to convince the readers that understanding of emotion and emotion management is critical in the workplace. I believe this is just a small part in the broad study of emotion and on how intense and long lasting the effects of workplace emotional challenges can be. I am an in agreement with the authors of this study, emotional intelligence, indeed, plays a big role in the work place, especially if he nature of the company is service Oriented.
Those employees who interact the customers face to face are usually the ones who are given the most burden of emotional labor. They have to keep smiling and offer their services with a good and positive attitude even though they were just reprimanded badly by their bosses. In my experience as a nurse, emotional labor is really a big part of our job description, we have to communicate a facade that is non- threatening so we could approach our patients and gain their trust.
In establishing rapport with our patients, we need to smile even though we had really hard work day; irritated patients, angry complaining folks, angry doctors and irritate workmates, add burden to the stress nurses have to bear. In the Philippines, workers are prone to burnout especially if the employers see their workers as mindless robots that should do only what they are paid to do, they do not give importance to the fact that the employees should be taken care of as human beings and not as drones. I believe that prevention is better than cure, that is why it is important for management to identify problems before it can happen.