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Emotional Labor in Workplaces

Emotional Labor in Workplaces

Emotional Labor in Workplaces

Overview:

For this assignment, you will look at a case study titled Getting Emotional: The Case of American Express. Prepare a written response to the prompt below using a word processor. Please save your file in .doc or .docx format. Your paper should be complete and should comply with APA writing requirements.

APA Resources can be found in the “Student Resources” button on our course home page, then click on Academic Support.

Instructions:

  1. Read the following case study. This study looks at emotional labor and stress:
    1. University of Minnesota. (n.d.). 7.7 Getting emotional: The case of American Express. In Organizational Behavior. https://saylordotorg.github.io/text_organizational-behavior-v1.1/s11-07-getting-emotional-the-case-of-.htmlLinks to an external site.
  2. Answer the following questions in detail:
    1. What are some other jobs that deal with relatively negative or unfavorable emotions daily?
    2. In what type of job might American Express’s open emotion policy not be acceptable?
    3. How can understanding emotional labor help with this situation for employees and managers?
    4. What would you suggest that they do at American Express to help their employees better manage stress?
  3. Make sure to outline how your solution can specifically help this problem.
  4. Explain the impact of stress and emotional labor on the individuals and the organization.
  5. You must use APA

Emotional Labor in Workplaces

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APA

Emotional Labor in Workplaces

Understanding Emotional Labor and Stress: Insights from American Express

Emotional labor, defined as the process of managing feelings and expressions to fulfill the emotional requirements of a job, is prevalent across various professions. Employees often need to display specific emotions to meet organizational expectations, which can lead to stress and burnout if not properly managed. The case of American Express’s life insurance division provides valuable insights into addressing these challenges.​Business LibreTexts+12012 Book Archive+1

1. Professions Encountering Negative Emotions Daily

Several occupations require employees to regularly manage unfavorable emotions:​Chegg+7Saylor Academy+7ResearchGate+7

  • Customer Service Representatives: They often handle complaints and …