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Chapter 13

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

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  1. Chapter 13 Dealing with Emotional Labor

  2. 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.

  3. 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

  4. What are the Causes of Job Stress? • Combination of worker characteristics and working conditions

  5. Work conditions that contribute to stress:

  6. 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

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