PROJECT OBJECTIVESTo complete this project, you must
1. Conduct research to
a. Define the concept ofemotional labor
b. Describe, explain, and discuss perspectives on emotional
labor in general as well as in different workplace settings
2. Conduct limited field research aimed at assessing varying
understandings and experiences of emotional labor in at least three work
settings
3. Analyze and summarize findings from your field research
4. Prepare a term paper on the topic of emotional labor in workplace
settings based on both your field research and your background research
INSTRUCTIONS
Before you begin, read through this entire procedure. Then, follow
these steps to complete your project:
1. Create your own working definition ofemotional labor. Your
definition should include likely effects of emotional labor, such as fatigue,
workplace stress, anxiety, and alienation. Use your definition to guide your
field research and clarify your thinking prior to beginning work on your term
paper.
Organizational Behavior
2. Use the following sources to conduct background research.Note:You
must use all of these sources for your project.
a. Robert P. Vecchio,Organizational Behavior, pages 262–263
b. Online sources 1)Context Magazine,“Feeling around the
World,”
Arlie Hocschild, page 80
http://contexts.org/articles/spring-2008/feeling-around-the-world/
2) Wikipedia: Defining Emotional Labor http://en.wikipedia.org/wiki/Emotional_labor
3) “What Is Emotional Labor?” (feminist view) http://www.thrivingandhome.com/
????????????tional_labour.htm
c. At least one source of your own from the Internet, a library
source, or elsewhere
3. Prepare a survey for interviewing people in different work
settings. On the survey, leave room for notes you take during or immediately
following your interview with any subject. Although you may add questions of
your own, include the following questions on your survey:
a. On a scale of 1 to 10, how would you rate your satisfaction
with your job?
b. On a scale of 1 to 10, how would you rate your
satisfaction with your present workplace environment?
c. Are you expected to present yourself in certain ways to
customers (patients, passengers, clients, and so on)?
c. If so, how are you expected to present yourself? To help
the interviewee answer this question, you may ask one or more of the following
questions:
1) Are you expected to follow a sales script?
2) Are you expected to “up-sell” special offers?
3) Are you instructed to always be polite?
4) Are you expected to encourage and support patients?
5) Are you supposed to smile when you would prefer to scream
or frown?
d. Do you feel stress when you feel one way and have to
pretend you feel another way? Can you give me examples?
e. When you feel some kind of work stress, can you tell me
how you feel about it? (If interviewees need help answering this question, you
may ask, “Does stress make you feel tired? Frustrated? Amused? Irritable?
Sad?”)
4. Follow these guidelines for conducting your research:
a. Interview people in at least three different work
settings. Your subjects might include fast-food workers, bus or taxi drivers,
firefighters, law enforcement officers, sanitation workers, bank tellers,
airline flight attendants, public school teachers, paramedics, and social
workers—to offer some examples.
b. Interview at least two people from each work setting.
c. To find individuals to interview, begin making contacts through
people you know.
d. During the interview, complete the surveys yourself. Don’t
ask the subjects to fill out the forms.
e. Before beginning an interview, tell each subject that his
or her responses will be anonymous. Indeed, it’s advisable to create fictitious
names for particular work venues, for the subjects themselves, and for any
persons mentioned by the subjects. Also, inform each subject that your written
report is for a course, and that it will not be published anywhere.
f. Allow your respondents to speak freely. Don’t allow your
survey form to keep you from taking notes on unexpected comments, observations,
and information provided by subjects. In other words, keep an open mind.
g. Don’t record an interview on any electronic device, such
as a tape recorder, cell phone, or camcorder, without the express permission of
the subject. If you do record any interview, destroy or delete any such digital
information upon completion of your research project.
5. Prepare a five- to eight-page term paper based on your research.
Draft your paper on the basis of your background reading and your field
research. Edit and revise your draft prior to submitting it to your instructor.
PAPER SPECIFICATIONS
1. Prepare your paper for electronic submission in a
wordprocessing program.
2. Prepare a title page with the following information:
a. Title: Emotional Labor in the Workplace
b. Your name
c. Your Student Number
d. Course title: Organizational Behavior
e. Project number: 06059800
f. Current date
3. Double-space your paper, with left and right margins of 1
to 1.25 inches, flush left and ragged right.
4. Provide adequate source citations.
5. Include a header on each page except the title page. In the
header, include your name, Student Number, and the page number.
6.Do not plagiarize.The direct usage of materials from any source
without proper and accurate credit isplagiarism.
Be sure to properly attribute direct quotes and paraphrases.
If you plagiarize in any way or to any degree, your term paper will receive a
failing grade.
7. Use the following outline as a suggested guide for the body
of your paper:
a.Introduction.Summarize your paper. Briefly describe what
the paper is about and how you went about writing it.
b.Emotional Labor: Psychological Stress in the Workplace.Describe
emotional labor, including different perspectives on its nature and its
psychological costs. The material for this section should come mainly from your
background research.
c.Interviews.Explain what you learned from your interviews,
including anecdotal material to engage the reader and, to a limited extent,
offer your interpretations and impressions.
d.Summary and conclusion. Discuss your overall impressions,
your view on the causes of emotional
labor, and perhaps,
how it might be managed or reduced.
6. Submit the final draft of your paper to your instructor
GRADING CRITERIA
Your project will be graded on the following criteria:
• Presentation style (20 percent). The student uses a
consistent point of view throughout, employs accurate and appropriate word and
concept usage, and has few, if any, digressions. The paper is easy to read.
• Development of concepts and themes (40 percent). The paper
is developed accurately and coherently from background sources. The “Interview”
section is coherently related to the background sources.
• Organization of writing (20 percent). The material
proceeds logically, topic sentences are well placed, and paragraph breaks are
appropriate.
• Grammar and usage (20 percent). The student uses complete
and grammatically correct sentences with no spelling errors. Descriptions,
explanations, and assertions are clearly worded.