Question

One way organizations can lessen the burden of emotional labor in, for example, a customer service job, is by:

A) creating more jobs with less customer interaction.
B) training employees on how to handle their negative emotions once they finish with work for the day.
C) hiring employees who are a good ìfitî for a customer-service type of organization.
D) providing employees with rewards for successfully managing their emotions.

Answer 1

Organizations can help employees manage emotional labor by hiring individuals whose characteristics mesh well with the customer service environment, which can prevent job burnout and align with the organization's customer service goals.

Step-by-step explanation:

One way organizations can lessen the burden of emotional labor in a customer service job is by hiring employees who are a good fit for a customer-service type of organization. This approach aligns with the human resource strategies that focus on employing individuals whose personal values and behavioral styles are congruent with the organization's culture. Such alignment can reduce job burnout, which is characterized by exhaustion, depersonalization, and diminished personal accomplishment, particularly in human service jobs. Additionally, the notion of viewing leaders as important internal customers emphasizes the value placed on customer service principles at all organizational levels. A positive work environment and support from supervisors in managing work-life balance may also help employees to cope better with the pressures of their job roles.