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Myth or Science?
All Employees Experience Emotional Labor …….
All employees experience emotional labor in some way. However, there is substantial variation in the degree to which employees experience it and its consequences. Research reveals that, in general, the experience of emotional labor is more taxing for introverts compared with extroverts. Surface acting (hiding feelings and emotional expressions) is also more strongly related to emotional exhaustion and negative affect for introverts than extroverts. On the other hand, deep acting (trying to modify true feelings) was more strongly related to extroverts’ negative affect. These findings demonstrate that deep acting’s negative and positive emotional effects both impact extroverts.
There are also important implications for individuals and organizations. Extroverts likely perform well in sales positions not only because they are more sociable but also because of their capacity to cope with the emotional demands typical in service jobs. Even though some employees may be well equipped to handle emotional labor’s demands, surface acting still tends to result in greater emotional exhaustion and reduced job satisfaction. Organizations cannot regulate their employees’ emotions, but they can minimize the disconnection between expected and felt emotions. One strategy could be teaching employees to frame customer demands as challenges rather than threats.
Sources: A. A. Grandey, L. Houston, and D. R. Avery, “Fake It to Make It? Emotional Labor Reduces the Racial Disparity in Service Performance Judgements,” Journal Management 45, no. 5 (2019): 2163–92; T. A. Judge, E. F. Woolf, and C. Hurst, “Is Emotional Labor More Difficult for Some Than for Others? A Multilevel, Experience-Sampling Study,” Personnel Psychology 62, no. 1 (2009): 57–88.
How do personality differences impact the experience of emotional labor for introverts compared with extroverts?
Share an example where you had to engage in surface acting on the job.
Did this surface acting result in greater emotional exhaustion and reduced job satisfaction?
Please share your experiences in a 1-2 page paper addressing the above three questions.
Assignment RubricPlease carefully review the rubric below before you begin so that you are keenly aware of the expectations for this assignment.
Research Paper Rubric
Research Paper Rubric
This criterion is linked to a Learning OutcomeResponsiveness and RelevanceCompletely responsive and relevant to assignment, instructions, stated requirements. Includes all required sections.
This criterion is linked to a Learning OutcomeThesis/PurposeIdentifies a relevant research topic and a clear thesis that provides direction for the paper. Thesis clearly and concisely states the position, premise, or hypothesis and is consistently the focal point throughout the paper. Concepts and terminology are clearly understood and used appropriately.
This criterion is linked to a Learning OutcomeAnalysisDemonstrates clear understanding and careful analysis of the research topic, thesis, and content of the research. Displays critical thinking by comparing and contrasting perspectives, considering counter arguments or opposing positions, and drawing original and thoughtful conclusions. Reasoning and logic are sound.
This criterion is linked to a Learning OutcomeResearchProvides compelling, accurate, and substantive evidence to support in-depth the central position beyond assignment requirements. Depth and breadth of research is strong. Research sources are highly relevant, accurate, and reliable and add to the strength of the paper. Appropriately and correctly cites sources.
This criterion is linked to a Learning OutcomeClear and Well-organized WritingEach paragraph has a central idea; ideas are connected and paragraphs are developed with details; paper is easy to read and flows naturally in an organized way. Ideas are clearly connected and make sense.
This criterion is linked to a Learning OutcomeGrammar/Syntax/Formatting MechanicsWell constructed using standard English, characterized by elements of strong mechanics and basically free from grammar, syntax, punctuation, usage, and spelling errors.
Total Points: 100
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