Processes of Emotion

in the Workplace

Reporters:

Ms. Lyn Tabuco

Ms. Monet Ordiz
• Understand the concept of “emotional labor” as
communication that is in some way inauthentic and
performed for the benefit of organization.

• Be able to contrast emotional labor with “emotional

work” - authentic emotions that are also part of
many worker’s jobs.

• Understand the role of communication in both

causing stress and burnout and in helping
organizations and individuals cope with stress and
burnout.
 Emotions can be seen
as an aspect that
exists in the daily
lives of organizational
structure.

Our interactions are

often governed by hot
emotion rather than
cool logic.

Processes of Emotion in the Workplace

 EMOTION as part of the JOB

EMOTIONS are part

of who we are.

EMOTIONS also play

a vital role in
generating success
and profitability.

Processes of Emotion in the Workplace

EMOTION as part of Workplace Relationships

Emotion is not just

important when it is a
prescribed part of a
person’s job.

Indeed, individuals in
all organizational roles
feel emotion in the
workplace.
Processes of Emotion in the Workplace
EMOTION as part of Workplace Relationships

Some aspects or work relationships that

create potential for intense emotion in
organizations:
1. The tension between the public and
private in work relationships
2. Relational networks and emotional
“buzzing”
3. Conflicting allegiances
4. Emotional rights and obligations at work
Processes of Emotion in the Workplace
EMOTION Rules and Emotional Intelligence

Central part of
organizational life both
in terms of interaction
with customers or
clients and in terms of
interaction with other
members of the
organization.

Processes of Emotion in the Workplace

EMOTION Rules and Emotional Intelligence

Understanding and managing

the emotional content of
workplace relationships and
that emotional intelligence is
also a skill that can be
developed through training.

Processes of Emotion in the Workplace

 Emotional Display Rules
Rule Explanation
“Express emotions in a An individual should have
professional way.” control over emotions and
maintain a “business-like”
atmosphere in the
workplace.

Emotional display should

“Express emotions in a be managed in order to
professional way.” prevent or correct
problems and create a
positive work climate.
 Rule Explanation
“Express emotions to the
Positive and negative
right people.”
emotions should be directed
to the appropriate person in
the appropriate setting.

“Express emotions to Emotional display should

help individuals.” be managed to provide
support and assist others.

“Do not manage Emotional display should

emotions for personal be managed in a manner
benefit to the detriment that is purely for self-
of others.” promotion.
 Rule Explanation

“The expression of Workers should maintain

certain emotions is role-appropriate control of
always inappropriate.” positive emotions and
should not abuse others.
Stress, burnout, and social support in the workplace

Processes of Emotion in the Workplace

 Burnout

Refers to a “wearing out”

from the pressures of
work.

A chronic condition that

results as daily work
stressors take their toll on
employees.

Processes of Emotion in the Workplace

Basic Model of Stress in the Workplace
Stressors Burnout Outcomes

Environmental Physiological,
Strain that results
factors that are attitudinal, and
from ongoing
difficult for an organizational
stressors:
individual to deal results of burnout:
with:
Emotional
Coronary heart
exhaustion,
Workload, role disease, high blood
depersonalization,
conflict, role pressure, lower job
decreased personal
ambiguity, life satisfaction, less
accomplishment
events, home/work commitment,
conflict turnover

Processes of Emotion in the Workplace

COMMUNICATION as a Cause of Burnout

• Communication contributes to
the experience of burnout in
organizations such as
miscommunication and
overload of work.
• Emotional Labor as a
contributor to burnout
• Empathy, communication, and
burnout

Processes of Emotion in the Workplace

 Coping with Burnout

• Individual and
Organizational Coping
Strategies
• Communicative
Coping: Participation
in Decision Making
• Communicative
Coping: Social
Support
Processes of Emotion in the Workplace
Approaches to the Emotion Process
How emotion would be
Approach
considered

Emotions are not seen as

an issue except to the
extent that they lower
worker productivity.
Working conditions of
Classical
classical organizations
are likely to cause
burnout, but burned-out
employees will be
replaced quickly.

Processes of Emotion in the Workplace

Approaches to the Emotion Process
How emotion would be
Approach
considered

The only emotion

considered is job
satisfaction. Stress and
burnout are likely to be
Human Relations dealt with through the
provision of emotional
support or other means
of boosting employee
self-esteem.

Processes of Emotion in the Workplace

Approaches to the Emotion Process
How emotion would be
Approach
considered
Emotions are rarely
considered while
rationally designed the
organization. Stress and
burnout are likely to be
Human Resources dealt with through
participative decision
making or structural
changes designed to
enhance employee
control

Processes of Emotion in the Workplace

Approaches to the Emotion Process
How emotion would be
Approach
considered

Emotions are seen as

sense making
opportunities. Stress
scholars might consider
the impact of
Systems
communication network
participation on stress
and cybernetic models of
burnout control in the
workplace.

Processes of Emotion in the Workplace

Approaches to the Emotion Process
How emotion would be
Approach
considered

Expressed emotions are

seen as one aspect of the
Cultural values and assumptions
held by organizational
participants.

Processes of Emotion in the Workplace

Approaches to the Emotion Process
How emotion would be
Approach
considered
Emotions are seen as
one indicator of strain in
the relationship between
employees and owners in
the organizational
Critical context. A goal of the
critical researcher is to
educate workers to resist
acceptance of conditions
that create stress and
burnout.

Processes of Emotion in the Workplace