1. A recent study reported that university instructors are frequently required to engage in ‘emotional labor.’ Identify one or two situations in which emotional labor is required for the instructor/professor’s job. In your opinion, is emotional labor more troublesome for university instructors/professors or for a 911 telephone operators working an emergency service center in D-FW area?
Any instructor must engage in emotional labor any time they are dealing with students that are having a difficult time with the material. Avoiding showing frustration during these times can be extremely difficult. That being said, 911 telephone operators must use emotional labor in all of their interactions. Not only must they do this to remain professional, but presenting a calm demeanor may even save a life.
2. “Job satisfaction leads to increased job performance.” This statement is the most recent explanation of the complex relationship between JS and JP. From your chapter reading, what has caused the shift or movement to the current thinking in the relationship AND do you agree with the statement based on your work experience? Why?
One factor that might explain the shift in thinking regarding job satisfaction and job performance is the change in developed countries from a manufacturing economy to a knowledge or service-based economy. As the service profit chain model (p. 107) indicates, satisfied employees that interact with customers result in happy customers, and thus, profits. In a manufacturing economy, workers do not so frequently interact directly with customers. As long as product quality was stable, job satisfaction has little bearing on performance in this model. From my personal experience, job satisfaction has not impacted customer service, but it has impacted other areas of job performance. All of the employees I have had that were unhappy with their jobs were still consummate professionals when dealing with customers. In other work areas, they may tend toward neglect, but never toward customers. Therefore, I do believe job satisfaction has some impact on job performance.
3. After listening/reading our Lesson 4 media story, you will know about President Obama’s push toward equal pay. Like all of our ‘political stories,’ this action is supported by some and not supported by others. Do you believe companies have a problem with equal pay or not? Because of the controversial nature of this story, please use our chapter material to support your position.
Pay equality speaks directly to building organizational commitment (p. 109). Specifically, our textbook material indicates that for individuals to feel a sense of affective commitment, the organization must provide justice and support, shared values, trust, and organizational comprehension. When members of the organization are discriminated against, it devalues each of these commitments. Not only is the impact felt by those discriminated against, it is felt by the entire organization.
Personally, I have never, to my knowledge, been associated with a company that did not pay individuals equally. The worst I have seen is an employer that tried to screw everybody! I have, though, worked for an employer that I felt was unwilling to hire women into technical positions. Although he always had some excuse that was specific to the candidate, I felt like the real reason was because the candidate was a woman.