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Chapter 13 - PowerPoint PPT Presentation


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Chapter 13. Dealing with Emotional Labor. Objectives. Recognize that working with customers requires the exertion of “emotional labor,” which can be stressful. Identify that kinds of working conditions most likely to lead to unproductive stress.

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chapter 13

Chapter 13

Dealing with Emotional Labor

objectives
Objectives
  • Recognize that working with customers requires the exertion of “emotional labor,” which can be stressful.
  • Identify that kinds of working conditions most likely to lead to unproductive stress.
  • Apply five key skills for better time and task management.
  • Become more effective at delegating.
working with customers can be stressful but not all stress is bad
Working with Customers Can Be Stressful, But Not All Stress is Bad
  • Stress
    • A mental or emotional disquieting response to a difficult condition or situation
what are the causes of job stress
What are the Causes of Job Stress?
  • Combination of worker characteristics and working conditions
time management skills
Time management skills

Target your efforts on the most important tasks

Be a goal getter, not just a goal setter

Do the constructive things first

Avoid time-wasters

Effectively delegate