Örgütsel İletişimin İşgörenlerin Duygu Gösterimlerinin Yönetimine Olan Etkisi

Yıl 2010, Cilt: 6 Sayı: 3, 18 - 33, 19.11.2013

Erhan Eroğlu

Öz

Bu çalışma “duygusal emek” kavramı konusunda yürütülmüştür. 1983 yılında Arlie Russell Hocshchild tarafından kaleme alınan “The Managed Heart: Commercialization of Human Feelings – Yönetilen Kalpler: Duyguların Ticarileştirilmesi” adlı kitapta ilk kez dile getirilen duygusal emek; çalışanın kurum tarafından belirlenen duyguları sergilemesi, duygularını istendik yönde yönetmesi anlamını taşımakta idi. Hocschild'ın çalışmasından bu yana duygusal emek, çok sayıda disiplinin araştırma konusu olmuş; sosyoloji, yönetim, iletişim gibi disiplinlerin katkılarıyla geliştirilmiştir. Bu çalışmada duygusal emek kavramı açıklanmış, kavrama getirilen temel yaklaşımlar, duygusal davranış kuralları, duygusal emeğin boyutları ve sonuçları literatürde yapılmış ampirik çalışmalardan örneklerle ortaya konulmuştur. Duygusal emek kavramının örgütsel iletişim alanının önemli bir parçası olduğundan hareketle aralarındaki ilişkiye değinilmiştir.

 

Anahtar Kelimeler

Duygusal emek; örgütsel iletişim, iş tatmini; tükenmişlik; duygusal gösterim kuralları

Kaynakça

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