Emotional Labor Coping Strategies

• In Event: Mood as a Predictor and Outcome of Communicatioin Processes in Relationships

Abstract

This study examines interactive strategies employees use to cope with emotional labor at work. Results suggest that avoidance strategies were particularly pervasive before and during employees' stressful encounters. However, this strategy cluster also tended to increase employees’ experienced emotional labor, particularly self-focused emotional labor. Avoidance was also not associated with communication satisfaction. Only those strategies that a) reappraise stressful events and b) use integrative approach behaviors with co-workers were positively associated with communication satisfaction.

Author

• Susanne Jones, University of Minnesota, Twin Cities