Stress and social support processes
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Transcript Stress and social support processes
Processes of emotion
in the workplace
Chapter 11
QUIZ
1. Stressors are considered elements
of the environment that create a strain
which can lead to negative outcomes.
2. Organizational burnout refers to a
chronic condition that is the wearing
out from pressures at work.
3. Emotional exhaustion is not a
contributing factor to burnout.
QUIZ
4. Stressors outside of the workplace
can also contribute to burnout.
5. According to some, some individuals
see the workplace as a refuge from
life’s daily stressors.
6. All stress is bad.
7. Research indicates that all individuals
are predisposed to stress in the same
manner.
QUIZ
8. Hardiness refers to the tendency to
see negative events as challenges to be
overcome.
9. Inadequate communication during
socialization can cause role conflict and
role ambiguity.
10. Emotional labor refers to individuals
that don’t do any physical work.
11. An example of an emotional display
rule is too always share your true
feelings.
Emotion in the
workplace
Part of the job-Hot emotion vs. cool logic
Bounded rationality-decisions limited by
cognitive and situational factors (Learning
Organizations)
Emotion (affective content) = A mental
state that arises spontaneously rather than
through conscious effort and is often
accompanied by physiological changes; a
feeling: the emotions of joy, sorrow,
reverence, hate, and love.
Bounded emotionality-emotional quotient
Emotional Labor
Emotional labor: jobs in which workers are
expected to display certain feelings to satisfy
organizational role expectations (Hochschild)
Genuine (deep acting) vs. Managed emotion
(surface acting)-Emotional Dissonance
EXAMPLES????
Research
– Front-line service workers-EL is way to
increase profits
– Emotion should be controlled-Mask your bad
day w/ smile!
– QUESTION? What a/b spontaneous
expressions of genuine emotions?
Emotion in the
Workplace
Work relationships create the potential for
intense emotion in organizations (such as
anger, frustration, elation, excitement,
boredom)
– Tension between public and private in work
relationships
• Friend becomes boss
– Relational networks and emotional “buzzing”
• Moods & attitudes spread
– Conflicting allegiances
• Personal vs. organizational
– Emotional rights and obligations at work
• Disruption of moral expectations
Emotional Display Rules
(p. 246)
Express in a professional manner
Express to improve situations
Express to the right people
Express to help individuals
Don’t manage for personal benefit to the
detriment of others
Expression of certain emotions is
always inappropriate
Emotional Intelligence
EQ
Emotions dynamically affect our
thoughts, behaviors, decisions, and
communication
Skill (IP Competencies) in effectively
appraising, understanding, regulating,
expressing, & managing emotions in
oneself & others
Use of feelings/attitude to motivate,
plan, & achieve in one’s life
Emotional Intelligence
EQ
Ability to know what you’re feeling,
manage your moods, optimistically
function even while faced w/ challenges,
& restrain negative feelings
Self awareness, self control, &
situational awareness
Skill that can be developed through
training
Critique-”marketable product” that
masks authentic feelings
Stress
Aspects of environment (stressors) that
create strain (BO) which can lead to
negative psychological, physiological,
and organizational outcomes
Roots in physical arousal back to stone
age (flight or fight)
Only recently (last 30 years) human
stress connected to health factors
Stress (cont.)
70-80% of all disease and illness is stress
related
The tension or force placed on an object to
bend or break it (physics)
Absence of inner peace (Eastern)
A loss of control (Western)
Any change experienced by an individual
(King)
A state of anxiety produced when events and
responsibilities exceed one’s coping abilities
(Lazurus – psychological)
Stress (cont.)
The rate of wear and tear on the body
(physiology)
The nonspecific response of the body to any
demand placed upon it to adapt, whether that
demand produces pleasure or pain (Selye)
The inability to cope with a perceived (real or
imagined) threat to one’s mental, physical,
emotional, and spiritual well being which
results in a series of physiological responses
and adaptations (holistic)
Stress is not the event but the reaction to the
event
Burnout (BO)
Chronic condition
Wearing out from pressures at work
– Emotional exhaustion
– Lack of personal accomplishment
– De-personalization
Workplace stressors
– Workload
– Role conflict
– Role ambiguity
– Stressors outside of workplace
Burnout (BO)
Individual predisposition to BO
– Stress Inventories (class homepage/links)
– Type A
– Hardiness
– Internal locus of control
Outcomes of BO on satisfaction,
commitment, loyalty, productivity
– Physiological
– Attitudinal
– Behavioral
Work-Life Balance
Defined
– Coexisting success and enjoyment in both one’s
personal and professional life
– Development, implementation, and facilitation of
programs, practices and initiatives that enable
employees to balance their work and personal
lives
– How you juggle the demands of your job and of
your personal commitments and how they affect
one another
– Achievement and enjoyment in private and
personal life
Time Squeeze- the idea that individuals will try to
squeeze more than 24 hours out of a day, or more
than the available waking hours out of the day to
accomplish extra tasks (Schor).
Work-Life Imbalance
Life
– Peer pressure, Spousal pressure, Family
pressure, Associate pressure, Major Life Events
Work
– Rituals & ceremonies
– Boss
– High performance & expectations
– Peers
– Others
EFFECTS
– Burnout
– Stress/strain
– Turnover/unsatisfied workers/lower production
Communication &
BurnOut
Communication interactions
– Communication load
– Role conflict & ambiguity
– Communication networks
“Emotional labor” & communication
– Degree of emotional content
– Workers are expected to display certain faces to
satisfy org. roles & expectations
– Workers at risk
Communication &
BurnOut
“Emotional labor” & communication
–
–
–
–
FR of emotional displays
Attentiveness to required display rules
Variety of expressed emotions
Emotional dissonance
Empathy, communication, and BO
– Human service workers
– Empathy
• Emotional contagion-feeling w/ another
• Empathic concern-feeling for another
Communicative responsiveness w/ Empathic
Concern experiences less BO and more
commitment (detached concern)
Techniques for dealing
w/ org. stress
Problem-focused coping- dealing
directly with the causes of burnout
Appraisal-focused coping- changing the
way one thinks about the stressful
situation
Emotional-focused coping- dealing with
the negative outcomes of burnout
Techniques cont.
Coping using Participation in Decision Making
– Reduces the workplace stressors of role conflict
and role ambiguity
– Employees feel more valued
Functions of social support
– Emotional support
– Informational support
– Instrumental support
Sources of support
– Supervisors
– Co-workers (peers)
– Family and friends