행복, 동정심 및 자긍심에 대한 정서노동 유발상황과 정적 정서노동의 심리적 효과
Eliciting Situations and Psychological Effects of Emotional Labor about Happiness, Sympathy and Pride
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본 연구는 정서노동을 정적 정서노동과 부적 정서노동으로 구분하고, 정적 정서노동, 특히 행복감, 동정심, 자긍심에 대한 정서노동의 유발상황, 이에 대한 대처방법 및 심리적 효과를 분석하였다. 간호사 207명, 일반 서비스 조직 구성원 163명 및 학생 188명을 대상으로 분석한 결과 세 집단 모두 조사한 세 정서 중 행복감에 대한 정서노동을 가장 많이 나타냈다. 정서노동을 유발하는 대상은 간호사는 환자, 일반 서비스조직원은 상사, 학생은 친구가 가장 많았다. 정서노동을 하게 만드는 상황은 주로 상대의 기분에 동조해야 할 때, 업무가 원활히 처리되도록 신경 써야 할 때, 안 좋은 모습을 감추고 싶을 때 등이었다. 또한 정서적 노동을 하게 될 경우 상황에 대한 재해석이나 능동적 대처방식을 주로 사용하여 대처하는 것으로 나타났다. 마지막으로 행복감, 동정심, 자긍심에 대한 정서노동을 하게 되면 안면피드백 가설에서 주장하듯이 해당 정서를 더 체험하게 되고 더 표현하려고 노력하는 모습을 보이지만 이런 정서노동은 또한 개인의 정서적 탈진감을 키워주고 주관적 안녕감이나 주위로부터의 정서적 지지를 떨어뜨렸다.
Abstract
In this study, emotional labor was classified into positive emotional labor and negative emotional labor. Especially we focused emotional labor about happiness, sympathy and pride as positive emotional labor. We analyzed eliciting situations, psychological effects and copying methods of emotional labor about happiness, sympathy and pride. Research participants were service employee 163, nurse 207 and university student 188. In all groups, emotional labor about happiness among 3 emotions was happened most frequently. Most frequent objects eliciting this emotional labor were boss to service employees, and patients to nurses, and friends to students. Situations that peoples have to do emotional labor were when they have to follow another person's mood, when they have to concern about doing work well, when they want to hide their bad images etc. When peoples have to do emotional labor, they frequently used coping methods like as Reinterpretation about situations and Active coping strategies. When people have to do emotional labor about happiness, sympathy and pride, they felt more emotions about happiness, sympathy, pride and they tried to express more that emotions according to the facial feedback hypothesis. But they had experienced more emotional exhaustion and more feeling of alienation according to emotional exhaustion hypothesis and decreased emotional support from surroundings.
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