Learning to effectively manage your emotions: the impact of Emotional Intelligence (EI) in caring roles

2021 ◽  
Vol ahead-of-print (ahead-of-print) ◽  
Author(s):  
Smarty P. Mukundan ◽  
Dhanya M.
Keyword(s):  
Job Satisfaction ◽  
Health Care ◽  
Emotional Intelligence ◽  
Emotional Labor ◽  
Care Setting ◽  
Health Care Setting ◽  
Equation Modeling ◽  
Surface Acting ◽  
Employee Outcomes ◽  
Content Type

Purpose Psychological constructs like emotional labor, emotional intelligence etc. are gaining importance now to understand employee outcomes such as job satisfaction in a health care setting. The study aims to investigate the relationship between Surface Acting (SA) an emotional labor strategy, and Job satisfaction, and the moderating effect of Emotional intelligence (EI) among practicing nurses. Design/methodology/approach The authors collected data through self-reporting questionnaires administered to a sample of 141 nurses working in multi-specialty hospitals in a prominent city in India and analyzed using structural equation modeling. Findings A negative relationship was found between surface acting and job satisfaction but was found positive when EI was introduced as a moderator. Research limitations/implications The respondent population was females only and diversity in terms of gender was not obtained. Practical implications The study finds significant practical and theoretical contributions to the primary caregivers in a health care setting. It helps to understand the interplay of emotions in this job and use EI as an internal resource to mitigate the harmful effects of continued SA emotional labor strategy to job satisfaction. Social implications It gains a better understanding of the emotion-related parameters in the nursing profession and gives inputs to the community. It throws light on how internal resources can be used for better job satisfaction which in turn leads to better quality care in the health care industry. Originality/value Extant literature has been discussing SA as a negative strategy for positive employee outcomes, but the present study gives insights on how this can be mitigated by using EI as a resource.

Fulfill psychological contract promises to manage in-demand employees

2015 ◽  
Vol 44 (5) ◽  
pp. 689-701 ◽  
Author(s):  
John Rodwell ◽  
Julia Ellershaw ◽  
Rebecca Flower
Keyword(s):  
Job Satisfaction ◽  
Psychological Distress ◽  
Psychological Contract ◽  
Organizational Identification ◽  
Equation Modeling ◽  
Employee Outcomes ◽  
Content Type ◽  
Psychological Contract Fulfillment ◽  
The Impact ◽  
Three Components

Purpose – The purpose of this paper is to explore the impact of three components of the psychological contract (i.e. obligations, fulfillment and breach) and the individual characteristic negative affectivity (NA) onto three key outcomes, namely, job satisfaction, organizational identification and psychological distress. Design/methodology/approach – Questionnaires were completed by 222 Australian nurses and midwives from a medium-sized metropolitan Australian hospital. The response rate for the study was 39 percent. Findings – Structural equation modeling revealed that perceptions of psychological contract fulfillment were positively linked to organizational identification and job satisfaction, while psychological contract breach was negatively linked to these outcomes. NA was negatively linked to job satisfaction and positively linked to psychological distress. Psychological contract obligations were not associated with any of the employee outcomes. Research limitations/implications – Psychological contract fulfillment is an important driver of employee satisfaction and organizational identification and the findings highlight the importance of including NA in psychological contract research. The occupation and context, being in-demand employees, appeared to neutralize the impact of one dimension of the psychological contract, employer promises and obligations. Practical implications – Explicitly managing employees’ psychological contracts by focussing on fulfilling realistic promises will enable managers to improve employee outcomes and facilitate employees embracing their organization. Originality/value – This study is one of the first to explore all three components of the psychological contract. These results may assist in the development of strategies to retain in-demand employees such as nurses, particularly highlighting the need to make and fulfill realistic promises.

scholarly journals The effects of emotional labor(surface acting, deep acting) and job burnout on job satisfaction among securities branch clerks

2019 ◽  
Vol 32 (3) ◽  
pp. 265-295
Author(s):  
SoonJeong Yang ◽  
DonHun Lee
Keyword(s):  
Job Satisfaction ◽  
Emotional Intelligence ◽  
Emotional Labor ◽  
Job Burnout ◽  
Mediating Effect ◽  
Surface Acting ◽  
Deep Acting ◽  
Negative Effect ◽  
Positive Effect

The purpose of this study is to examine the moderated mediating effect of emotional intelligence on emotional labor(surface acting, deep acting) and job burnout on job satisfaction among securities branch clerks. A total of 288 securities clerks were asked to complete the questionnaires and the data were analyzed using SPSS 23.0 and Mplus 7.0. The results were as follows. First, surface acting had no significant effect on job satisfaction. Seocond, deep acting had significantly positive effect on job satisfaction. Third, surface acting were found to have significantly positive effect on job burnout. Fourth, deep acting were found to have significantly negative effect on job burnout. Fifth, job burnout is shown to have significantly negative effect on job satisfaction. Sixth, a mediating model showed that an association between surface acting and deep acting and job satisfaction were partially mediated by job burnout. Seventh, emotional intelligence showed the moderated mediating effect of deep acting and job burnout on job satisfaction. Finally, the implications and limitation of the present study are discussed.

Emotional labor of customer service employees in China

2019 ◽  
Vol 10 (1) ◽  
pp. 2-16
Author(s):  
Yuyan Zhang ◽  
Alexandra Luong
Keyword(s):  
Job Satisfaction ◽  
Socioeconomic Status ◽  
Customer Service ◽  
Emotional Labor ◽  
Well Being ◽  
Surface Acting ◽  
Chinese Sample ◽  
Deep Acting ◽  
Content Type ◽  
Service Employees

Purpose The current study aims to examine the antecedents and outcomes of emotional labor strategies (i.e. surface acting and deep acting) among service employees in China. The study proposed employees’ perceived closeness with customers and customers’ socioeconomic status will predict deep acting and surface acting, respectively. It further examined the mediating role of emotional labor between perceived customer attributes and employee well-being (i.e. burnout and job satisfaction). Design/methodology/approach One hundred and one employees at a jewelry store in China completed a survey regarding their perceptions of customers, use of emotional labor and well-being (e.g. job satisfaction and burnout). Correlational and regression analyses were conducted to examine the predictors and outcomes of different emotional labor strategies. Findings Perceived closeness with the customer group predicted employees’ use of deep acting, whereas perceived customer socioeconomic status did not predict the use of surface acting. Deep acting was negatively related with burnout, whereas surface acting did not predict burnout. Deep acting mediated the relationship between perceived closeness with customers and burnout. Practical implications To maintain employee well-being, organizations can promote a service climate to enhance employees’ perceived relationship with customers. Originality/value The study specifies the interpersonal context in which employees use different emotional labor strategies; the perceived closeness with customers predicts less burnout via the use of more deep acting. This study also supplements the existing research on emotional labor based on a Chinese sample; deep acting predicts employee well-being.

TLC vs Simvastatin vs Simvastatin and TLC in hypercholesterolemia

2016 ◽  
Vol 46 (3) ◽  
pp. 344-362 ◽  
Author(s):  
Jian Pei Kong ◽  
Azlee Bin Ayub ◽  
Rawa Ak Bau
Keyword(s):  
Health Care ◽  
Weight Loss ◽  
Primary Health Care ◽  
Care Setting ◽  
Health Care Setting ◽  
The Other ◽  
Lipid Lowering ◽  
Content Type ◽  
Primary Health Care Setting ◽  
Primary Health

Purpose National Health and Morbidity Survey of Malaysia 2011 revealed that hypercholesterolemia (35.1 per cent, 6.2 million) was the primary leading causes of cardiovascular disease in Malaysia. Currently, three established recommended approaches such as therapeutic lifestyle change (TLC) diet, pharmacotherapy (simvastatin) and TLC + simvastatin are available to the public but, to our knowledge, have never been compared in Malaysia Primary Health Care setting. Hence, this paper aims to compare the lipid lowering effects of these three approaches in a primary health care clinic. Design/methodology/approach This randomized trial enrolled 180 patients with hypercholesterolemia who met adult treatment panel III (ATP III) criteria. All participants were randomized to TLC diet, simvastatin (10-20 mg/d) or TLC + simvastatin diets. The TLC group was enrolled in a 12-week multidisciplinary lifestyle program that involved monthly 45 minutes to hour meetings. The simvastatin group received medication, and traditional counseling was conducted by registered medical officer. Another group was enrolled into TLC + simvastain treatment. The primary outcome measure was the percentage change in low-density lipoprotein-cholesterol. Secondary measures were changes in weight loss, blood pressure and dietary changes. Assessments were repeated at three-month interval. Findings Lifestyle changes combined with simvastatin had a better lipid lowering effect compared to the other two treatments. However, TLC had a better weight and blood pressure reduction compared to the other two treatments. Nevertheless, TLC group showed reduction proportions similar to standard therapy with simvastatin or TLC + simvastatin. TLC has proven as an alternative approach to hyperlipidemia for a subset of patients unwilling or unable to take statins especially in a community-based, primary health care setting. Research limitations/implications Weight loss was not recorded for simvastatin participants, and this was the major drawback of this study, and there was no comparable weight loss reduction with other groups. Originality/value In Malaysia, the efficacy of hypocholesterolemic therapies among patients who are receiving the most common lipid-lowering drug, simvastatin, in primary health care setting has not been clearly defined. There is also a lack of research on the efficacy of TLC conducted by registered dietitian in a primary health care setting in Malaysia.

Influence of female managers' emotional display on frontline employees' job satisfaction: a cross-level investigation in an emerging economy

2020 ◽  
Vol 38 (7) ◽  
pp. 1491-1509 ◽  
Author(s):  
Khalid Mehmood ◽  
Yan Li ◽  
Fauzia Jabeen ◽  
Ali Nawaz Khan ◽  
Shouming Chen ◽  
...  
Keyword(s):  
Job Satisfaction ◽  
Emotional Labor ◽  
Financial Services ◽  
Customer Orientation ◽  
Single Type ◽  
Frontline Employees ◽  
Surface Acting ◽  
Content Type ◽  
Female Managers ◽  
Northern Cities

PurposeEmotions and emotional labor play a crucial role in professional interactions. Due to the increasing participation share of women managers in the workforce, especially in the customer-oriented service context, this study adopts a multilevel approach and mobilizes person–job fit theory to investigate whether the emotional labor of female managers influences the association between customer orientation and job satisfaction in frontline employees in a services setting.Design/methodology/approachThe participants were 124 immediate female managers working in bank branches and their 896 customer-facing employees in China.FindingsThe results show that the positive relationship between customer orientation and job satisfaction in frontline employees is strengthened by increases in female managers' deep acting, but it is weakened with the increase in their surface acting.Research limitations/implicationsThe study findings provide support for scholars and financial service organizations as they seek to better understanding the dynamics behind the mobilization of women's emotions and their extent. In term of limitations, the data were taken from a single type of organization located in the northern cities of China, so it can be expected that the findings of this study will not generalize to all contexts.Originality/valueThis paper is the first to investigate female managers' emotional labor employing a cross-level analysis in financial services setting.

The moderating role of perceived organizational support on the relationship between emotional labor and job-related outcomes

2015 ◽  
Vol 53 (3) ◽  
pp. 605-624 ◽  
Author(s):  
Won-Moo Hur ◽  
Su-Jin Han ◽  
Jeong-Ju Yoo ◽  
Tae Won Moon
Keyword(s):  
Job Satisfaction ◽  
Job Performance ◽  
Emotional Labor ◽  
Organizational Support ◽  
Perceived Organizational Support ◽  
Surface Acting ◽  
Deep Acting ◽  
Content Type ◽  
The Relationship

Purpose – The purpose of this paper is to attempt to investigate how emotional labor strategies (i.e. surface acting and deep acting) affect job performance through job satisfaction. Another important objective of this study was to see whether perceived organizational support (POS) moderates the relationship between emotional labor strategies and job-related outcomes (i.e. job satisfaction and job performance). Design/methodology/approach – Structural equation modeling analysis provided support for the hypotheses from a sample of 309 South Korean department store sales employees. Findings – The results revealed that surface acting had a negative effect, whereas deep acting had a positive effect on job satisfaction. In addition, the relationship between emotional labor strategies (i.e. surface acting and deep acting) and job performance was significantly mediated by job satisfaction. Finally, POS significantly moderated the relationship between surface acting and job satisfaction, as well as the relationship between deep acting and job performance. Originality/value – The findings of this study contributed to the literature by identifying the relationship between surface and deep acting on organizational outcomes (i.e. job satisfaction and job performance), especially in a collectivist society (i.e. South Korea). In addition, this study also confirmed the important role of POS based on the norm of reciprocity between an organization and its members.

scholarly journals Evolution of Outbreak-Causing Carbapenem-Resistant Klebsiella pneumoniae ST258 at a Tertiary Care Hospital over 8 Years

mBio ◽  
2019 ◽  
Vol 10 (5) ◽  
Author(s):  
Jane W. Marsh ◽  
Mustapha M. Mustapha ◽  
Marissa P. Griffith ◽  
Daniel R. Evans ◽  
Chinelo Ezeonwuka ◽  
...  
Keyword(s):  
Health Care ◽  
Klebsiella Pneumoniae ◽  
Care Setting ◽  
Tertiary Care Hospital ◽  
Tertiary Care ◽  
Health Care Setting ◽  
Health Concern ◽  
Care Hospital ◽  
Content Type ◽  
Carbapenem Resistant

ABSTRACT Carbapenem-resistant Klebsiella pneumoniae (CRKP) strains belonging to sequence type 258 (ST258) are frequent causes of hospital-associated outbreaks and are a major contributor to the spread of carbapenemases. This genetic lineage emerged several decades ago and remains a major global health care challenge. In this study, genomic epidemiology was used to investigate the emergence, evolution, and persistence of ST258 carbapenem-resistant K. pneumoniae outbreak-causing lineages at a large tertiary care hospital over 8 years. A time-based phylogenetic analysis of 136 ST258 isolates demonstrated the succession of multiple genetically distinct ST258 sublineages over the 8-year period. Ongoing genomic surveillance identified the emergence and persistence of several distinct clonal ST258 populations. Patterns of multidrug resistance determinants and plasmid replicons were consistent with continued evolution and persistence of these populations. Five ST258 outbreaks were documented, including three that were caused by the same clonal lineage. Mutations in genes encoding effectors of biofilm production and iron acquisition were identified among persistent clones. Two emergent lineages bearing K. pneumoniae integrative conjugative element 10 (ICEKp10) and harboring yersiniabactin and colibactin virulence factors were identified. The results show how distinct ST258 subpopulations have evolved and persisted within the same hospital over nearly a decade. IMPORTANCE The carbapenem class of antibiotics is invaluable for the treatment of selected multidrug-resistant Gram-negative pathogens. The continued transmission of carbapenem-resistant bacteria such as ST258 K. pneumoniae is of serious global public health concern, as treatment options for these infections are limited. This genomic epidemiologic investigation traced the natural history of ST258 K. pneumoniae in a single health care setting over nearly a decade. We found that distinct ST258 subpopulations have caused both device-associated and ward-associated outbreaks, and some of these populations remain endemic within our hospital to the present day. The finding of virulence determinants among emergent ST258 clones supports the idea of convergent evolution of drug-resistant and virulent CRKP strains and highlights the need for continued surveillance, prevention, and control efforts to address emergent and evolving ST258 populations in the health care setting.

Surface acting as a mediator between personality and attitudes

2016 ◽  
Vol 31 (8) ◽  
pp. 1265-1279 ◽  
Author(s):  
Martha C. Andrews ◽  
K. Michele Kacmar ◽  
Matthew Valle
Keyword(s):  
Job Satisfaction ◽  
Turnover Intentions ◽  
Organizational Politics ◽  
Proactive Personality ◽  
Mediating Effect ◽  
Equation Modeling ◽  
Surface Acting ◽  
Intent To Turnover ◽  
Content Type ◽  
Perceptions Of Organizational Politics

Purpose The purpose of this paper is to explore surface acting as a mediator in the relationships between perceptions of organizational politics and personality, with stress, turnover intentions, and job satisfaction. Design/methodology/approach Data were obtained via survey from 276 working adults, and responses were subjected to structural equation modeling to confirm the measurement model and test hypotheses. Findings Surface acting was found to mediate the relationships between perceptions of organizational politics and intent to turnover and satisfaction, and between proactive personality and intent to turnover and satisfaction. No mediating effect for surface acting was found between agreeableness and the outcomes. Practical implications Individual differences and situational contingencies do affect surface acting in the workplace, and individual work-related outcomes. Managers need to be aware of personality characteristics and situational contexts that impact surface acting in organizations to help understand the effects of potential divergent attitudes and behaviors on employee outcomes. Originality/value Previous research examining surface acting assessed behavior in light of employee-customer interactions. This research extends the study of surface acting by examining the mediating role of surface acting among new predictors including organizational politics, proactive personality, and agreeableness with stress, turnover intentions, and job satisfaction.

Exploring emotional intelligence, political skill, and job satisfaction

2014 ◽  
Vol 36 (3) ◽  
pp. 280-293 ◽  
Author(s):  
Galit Meisler
Keyword(s):  
Job Satisfaction ◽  
Emotional Intelligence ◽  
Structural Equation ◽  
Political Skill ◽  
Equation Modeling ◽  
Human Resource Managers ◽  
Research Attention ◽  
Content Type ◽  
Resource Managers ◽  
The Relationship

Purpose – The purpose of this paper is to explore the associations between emotional intelligence (EI) and both political skill and job satisfaction, as well as the possibility that political skill mediates the relationship between EI and job satisfaction. Design/methodology/approach – The data, collected from a sample of 368 employees, were analyzed using structural equation modeling. Findings – EI was positively related to political skill and job satisfaction. In addition, the findings show that political skill mediates the relationship between EI and job satisfaction. Research limitations/implications – The research highlights the importance of EI and political skill in the workplace. Practical implications – EI training may be employed by organizations and human resource managers to enhance employees’ EI. Originality/value – Not enough research attention has been paid to exploring the interplay between EI and organizational politics. The current study clarifies the relationship between EI and political skill in the work arena. Moreover, this study found political skill to be a mediator in the relationship between EI and job satisfaction. Given that in the main the literature has neglected the possibility that political skill might act as a mediator and/or affect work attitudes/behaviors, findings from the current study broaden the scope through which the role of political skill in the workplace can be viewed.

Self-verification striving and employee outcomes

2019 ◽  
Vol 31 (7) ◽  
pp. 2845-2861
Author(s):  
Tae-Yeol Kim ◽  
Brad Gilbreath ◽  
Emily M. David ◽  
Sang-Pyo Kim
Keyword(s):  
Job Satisfaction ◽  
Job Performance ◽  
Customer Service ◽  
Emotional Labor ◽  
Selection Criterion ◽  
Employee Outcomes ◽  
Deep Acting ◽  
Content Type ◽  
Mediating Mechanisms ◽  
Underlying Mechanisms

Purpose The purpose of this paper is to test whether self-verification striving serves as an individual difference antecedent of emotional labor and explore whether various emotional labor tactics acted as mediating mechanisms through which self-verification striving relates to employee outcomes. Design/methodology/approach The sample used in this paper consisted of supervisor–subordinate dyads working in six hotels in South Korea and used multi-level analyses and the Monte Carlo method to test the research hypotheses presented in this paper. Findings Self-verification striving was positively and directly related to job performance as well as two out of three forms of emotional labor (i.e. the expression of naturally felt emotions and deep acting). Self-verification striving also indirectly related to job satisfaction through the expression of naturally felt emotions and indirectly related to job performance through deep acting. Practical implications The findings of this paper suggest that organizations should consider self-verification striving as an employment selection criterion and provide training programs to help their customer service employees engage in appropriate types of emotional labor. Originality/value This paper is the first to explore the underlying mechanisms through which self-verification striving relates to employee outcomes. It also empirically bolsters the notion that expressing naturally felt emotions is an important means of authentic self-expression that positively contributes to job satisfaction. Further, the authors found that self-verification striving positively relates to job performance partially through deep acting. Moreover, they have shown that self-verification striving, as an individual differences variable, is an antecedent of different types of emotional labor.

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