Emotional Labor: Are your deep acting or surface acting?
Автор: Athae Learning
Загружено: 2024-10-27
Просмотров: 729
Описание:
In service roles, managing emotions is crucial to meeting job demands, especially in high-stress environments like contact centers. This video explores deep acting and surface acting, the two primary ways employees regulate their emotions on the job. Through Leslie’s experiences as a contact center agent, we’ll see the difference between genuinely feeling empathy for customers (deep acting) and merely "putting on a face" (surface acting). While deep acting can lead to job satisfaction and positive interactions, surface acting can drain energy and contribute to burnout. Watch to learn how these two emotional labor strategies impact employee well-being and job performance.
Hashtags
#EmotionalLabor #DeepActing #SurfaceActing #CustomerService #ContactCenter #Burnout #EmotionalIntelligence #WorkplaceWellbeing #ServiceIndustry #EmployeeWellbeing
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