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Effect of emotional intelligence on job performance
Analyse the role of emotional intelligence in interpersonal and intrapersonal relationships in life and work situations
Effect of emotional intelligence on job performance
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1. Critically examine the concept of emotional labour, and the implications for current management and workplace practices in ANZ in Australia, and offshore.
Introduction:
Emotional labour is the display of expected emotions by service agents during service encounters. It is performed through surface acting, deep acting, or the expression of genuine emotion. (Ashforth and Humprey, 1993). For service industries like ANZ, emotional labour plays a major role in terms of customer service. The priority and the concept of emotional labour is fairly new as organisations now solely focus around customer service. Emotional labour can lead to stress towards employees, as companies may give unrealistic expectations. This is essay is furthermore going to discuss emotional labour focusing on ANZ bank and how the espoused theory may not be the reality of the practice of emotional labour. Many theorist, which include Hochschild (1983), Ashforth and Humprey (1993) and Morris and Feldman (1996) have analysed emotional labour in-depth. This essay is furthermore going to explore theories and implications emotional labour has in the workplace.
What are the theories of emotional labour?
Many theorist have researched the concept of emotional labour, and although there were many similarities, there were distinctive differences. In terms of similarities, Hochschild (1983), Ashforth and Humprey (1993), Morris and Feldman (1996) concluded that emotional labour has an impact on the quality of life of the employee. By all studies, they have recognized that each sector of the workforce use different techniques in reference to emotional labour. For example, an individual that works at a children’s play centre are expected to feel and act happy and cheerful,...
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...his can be increasingly stressful compared to a bank tellers job.
Implications of emotional labour
How does ANZ pressure employees
As organisations nowadays strive for customer satisfaction, this can have a major impact on the organisations employees. The reality of the practice of emotional labour can lead to a decreased quality of life for employees. In regards to ANZ, money to individuals is a very sensitive and important factor and due to that, employees always need to seem happy and friendly even if customers are rude or employees are going through personal problems. This can cause stress and can make employees feel as if they are unappreciated within the organisation. As profits for ANZ continually increase, ANZ Bank may give unrealistic tasks and goals to employees. These tasks of continually improving customer service may see employees ‘burn out’
Currently, human beings are thinking more on the line of they need work in order to make a living. For that reason, work has become meaningless, disagreeable, and unnatural. Many view work as a way to obtain money and not a meaningful human activity that one does for themselves. The author states that there are two reactions of the alienated and profoundly unsatisfactory character of the modern industrial work. One being the ideal of complete laziness and the other, hostility towards work. Fromm believes the reason why people have animosity regarding work is due to their unconscious mind. Subconsciously, a person has “a deep-seated, hostility towards work and all that is connected to it” says Fromm. I believe what Fromm is saying to be true, after all I witness it everyday. Millions of people each day goes to a work which they are dissatisfied with and that can negatively impact their attitude
The situation in which I will be referring to throughout this essay is a family dinner celebrating my brother’s engagement to his fiancé whom my mother approves of but my father does not. The works of Arlie Hochschild on emotional work will be used to analyze the situational context. Arlie Hochschild is a professor at the University of California, Berkeley whose area of interest is in how individuals manage their emotions and perform emotional labor in places that require control over one’s character such as their workplace. Her work suggests the idea that emotion and feeling are social. In this Hochschild (1983) means that there are rules to how we feel in every situation such as birthday parties and trying to stay happy at them or funerals and being expected to express emotions of grief. An individual may engage in emotional work by changing their affective state to match the feeling rules of the situation, Hochschild (1983) refers to this as two concepts: surface acting and deep acting.
The theory of emotional intelligence is relatively new, however the psychological theory has become prevalent and many entities have adapted the principles of this theory in order to enhance relations within the professional environment as well as increase performance which ultimately lead to a positive place of work. (Allan Chapman 2014)
Today business and globalization have made emotional intelligence important. Daniel Coleman has done research on the importance of
The method used for this research is a literature review of articles related to emotional in...
There are a number of individuals who experience stress relating to their profession. Occupational stress is defined as “Job related stress, which often comes from occupational duties for which people perceive themselves as having a great deal of responsibility.” (Seaward, 2012) With different occupational comes many different forms of occupational stress. Personally, I though it would be interesting to research occupational stress in a customer focused environment.
Rosen, L. D., Cheever, N. A., Cummings, C., & Felt, J. (2008). The impact of emotionality and
It is well established reality that organisations in the world today can no longer survive without focusing on their employees. If they have to be at the competitive edge they have to invest in human resource, and placing their employees on top priority. This notion has lead to the strategies that, most organisations are pursuing through employee management. To achieve the optimum performance from employees organisations must motivate their employees, and have to engage them in activities that will benefit and help employees in achieving their predetermined goals and objectives. In order to achieve this, it is imperative for managers to set in motion work conditions that will help employees to achieve satisfaction of their job, low turnover and absenteeism rate and promoting the environment that promotes the organizational commitments and organizational citizenship behavior. Job satisfaction has been identified as a major requirement for organisations which aim to achieve excellence in their operations. Armstrong (2003) refers to job satisfaction as the attributes and feelings people have about their work. By extension, job satisfaction will mean positive or favourable attitudes towards one’s job whilst a negative or unfavourable attitude indicates job dissatisfaction.
I scored moderate on the LOC, (specifically internal LOC) and EI assessments. When evaluating these two tests I found a relationship between my control of emotions and my fate. These surveys made it apparent that my capability to control my feelings provides a higher internal LOC. As Mohapatra and Gupta’s (2010) study suggests, “Being in charge of one's emotions leads a person to believe that he's in control of his/her life and can attain his/her goals by well directed efforts” (p. 16). At work I run into this correlation every time I am dealing with a customer. When I am socially aware of their emotions, I can micro manage my own emotions accordingly. In succession, this increases my relationship management capability. If I do not maintain a high level of EI at work I see my customers’ dissatisfaction as my fault. Therefore, when taking the fate of my customers’ happiness into my own hands, whether it goes bad or good, depends on my handling of the surrounding emotions. Before this test I had not critically thought about how I handled my emotions in a work setting. This helped me understand the connection between being in c...
Dumbrava, G. (2011). Workplace relations and emotional intelligence. Annals of the University of Petrosani, Economics, 11(3), 85-92.
Introduction Emotional Labor (EL) is defined “as managing emotions through surface or deep acting by following organizational display rules in return for a wage.” (Hochschild 1983). Task performance and strategy is increased through EL and it has impact on administration of service. Strategies displayed by frontline staffs in service roles may increase bad outcomes by activating negative idea like emotive dissonance and self-alienation.
Emotional regimes and emotional communities are a part of all societies both in the past and the present and as such, the analysis of both is crucial in understanding the culture and motives of the societies. Moreover, the comparison of the theories, noting the differences, can further enhance one’s understanding of societies, thus making these theories a valuable tool for
A negative work environment can make employees feel irritable, anxious and defensive. This can cause poor productivity, lack of motivation and poor communication in the workplace which in turn can cause problems for the company. An employer’s abuse of power can cause mental or emotional distress on employees and also disrupt the workplace. Examples of employers abusing their position include humiliation, undermining, disrespectful language, discriminatory comments, yelling and intimidation. When employees are surrounded by this on a daily basis it can affect their self-worth. Employers can resolve these issues by allowing open lines of communication and by not giving employees the impression that it is acceptable to act negatively and disrespect fellow employees.
People are constantly trying to seek what happiness truly is, can it be measured, and how best can it be described. The idea of what happiness is, often changes as happiness is a basic human emotion. An emotion that arises from subjective wellbeing, a balance of positive feelings over negative feelings and overall satisfaction (LECTURE NOTES). Bellitoni (2004, 94) defines happiness as “Merely a relatively enduring, positive state of mind”. Happiness can be dependent on the environment in which we surround ourselves in. This can be predominantly seen within the working environment. Throughout this essay I will discuss and critically analyse the relationship between happiness and work effectiveness within organisations. A critical analysis is
Working all day and then coming home to a young child can be difficult, at best. After putting all one’s energy into doing his/her job well -- answering to a boss's, co-workers', clients', and/or employees' demands. The last thing a parent may feel like doing is answering to their child's. However, these thoughts just make people feel guilty. These and other problems are more common in today’s households than society may realize. The stresses people face in the workplace today are far more demanding than they were during their parents careers.