6. 1) Point one
2) Point two
3) Employee burnout
4) Predicting burnout
7. BURNOUT SYNDROME
3 STATES
1. EMOTIONAL EXHAUSTION
Feel emotionally “spent”
2. DEPERSONALIZATION
Display a detached attitude toward others
3. DIMINISHED PERSONAL ACCOMPLISHMENT
Experience a low sense of efficacy (define) at work
8. RESULTS OF EMOTIONAL LABOR
Physiological and affective outcomes
Organizational consequences:
Increased employee turnover
Increased intention to leave the company
Negative work attitudes
Reduced levels of Performance
9. PREDICTING EMPLOYEE BURNOUT
Two ways of looking at Emotional Labor
1) Job focused emotional labor
denotes the level of emotional demands in an
occupation- give examples and discuss
2) Employee focused emotional labor
is the employee process or experience of managing
emotions and expressions to meet work demands.
Measured as EMOTIONAL DISSONANCE- attempting to
projected the expressions even if emotions differ
10. RESULTS OF EMPLOYEE EMOTIONAL LABOR
Mental effort involved in faking emotions can lead
to emotional fatigue and burnout
Reduced job satisfaction and