商务礼仪实务英语课件梁悦 李莹 ISBN9787566308788 PPTmodule 1 Project 2. Emotion Management情绪管理.pptVIP

商务礼仪实务英语Practice of Business Etiquette in English 对外经济贸易大学出版社 Two main ways in which employees can manage their emotional expressions are surface acting and deep acting. Surface acting involves employees expressing the emotions required by the job without actually feeling those emotions. Deep acting involves employees trying to experience the emotions that they have to express. This method of emotion management requires more effort but, compared to surface acting, it can lead to better service performance and greater job satisfaction. Some of the most effective strategies for alleviating negative emotions involve: engaging with the problem at hand, reappraising the situation, thinking about something pleasant, or doing something active. How Can Employees Manage Their Emotions? ● Employers can recruit applicants who have the necessary emotion management skills for the job. ● The provision of role models and mentors can also help shape how employees use emotion skills. How Can Employers Influence Emotion Management? ● Supportive supervision can also have a role in influencing how individuals and teams use emotions. ●Ethics. Many people view emotions as very personal experiences. Employers’ attempts to control emotions may therefore be regarded as interference and resisted by employees. ●Emotion Display Rules. People learn how to use emotion management skills from infancy and may therefore actually be hindered in their work by having to follow inflexible corporate emotion display rules. ●Emotional Contagion. Emotions are contagious between people and can therefore spread within teams and across employee networks. What Should Employers Know about Influencing Emotion Management? Activity 5: Group discussion. 1.How can employees manage their emotions? Two main ways in which employees can manage their emotional expressions are surface acting and deep acting. Some of the most effective strategies for alleviating negative emotions involve: engaging with the pro