1. Dealing with Emotional Labor
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
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:
Non-stop action
Management style
Unclear work rules
Career concerns
Interpersonal relationships
Poor work environment

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