Teacher burnout during the pandemic has resulted in a mass exodus of teachers that, compounded with consistently low enrollment in teacher preparation programs, has caused a severe and catastrophic teacher shortage. This qualitative study investigated teacher perceptions of pandemic-related workload and emotional stress and their effects on job satisfaction and burnout. The dissertation study consisted of semi-structured interviews of sixteen current or former high school educators who taught before and during the COVID-19 pandemic. Findings suggest a wide range of disruptions to teachers’ preexisting professional responsibilities and additions to what has been considered to constitute a teacher’s typical workload, particularly: increased logistical responsibility without correlating support; lack of consistent and transparent communication between teachers and administrators regarding protocols and expectations, and erosion of meaningful interactions with students. Findings reveal an overall inefficacy of current emotional labor strategies to stave off burnout and job dissatisfaction, largely due to outdated and gendered expectations for teacher behavior and emotional expression. Findings culminate in a graphic describing relationship between teachers’ professional experiences and changes to occupational workload during the pandemic and their subsequent job satisfaction. The findings suggest the need for school leaders to prioritize teacher training to better support teacher mental health, introduce an equity audit process to explore and identify outdated expectations for teacher emotional display rules, and leverage interpersonal relationships between teachers to strengthen research practices on teacher retention and wellbeing.

The aim of this study is to understand and investigate how social workers handle and cope with their emotional management in work with children who have been exposed to traumatic events. And to understand what kind of emotions that can arise before, during and after meetings with vulnerable children. But also to see and understand what kind of support different workplaces offer social workers for emotion management. This study was  conducted through six semi-structured interviews with social workers who work or have worked with children that have been exposed to trauma in Sweden. With the interviews we did an analysis with help from previous research on the subject and by a theoretical framework, Hoschchilds theroy of emotional work. The results prove that emotional work isa subject that some social workers find very difficult to handle. How social workers manage to handle heartbreaking stories from children is something that each social worker handles differently. The analysis also shows that social workers feel that the support in their workplace towards social workers has improved over the years. Emotional work and how to help vulnerable children is a challenging work and therefore is this a subject that needs more attention.

Syftet med studien är att få förståelse för socialsekreterares upplevelser av känsloarbete inom den sociala barnavården. Vidare få kunskap om socialsekreterares uppfattningar gällande vilket stöd som deras organisation erbjuder dem när det avser hantering av känslor i arbetet. För att besvara studiens syfte  har semistrukturerade intervjuer genomförts med socialsekreterare som arbetar med barn och unga inom socialtjänsten. Uppsatsens teoretiska utgångspunkter är Arlie Russell Hochschilds teori om emotionellt arbete samt det dramaturgiska perspektivet av Erving Goffman. Vår studies empiri har tolkats med stöd av tematisk analys. Resultatet visar att socialsekreterarna upplever påfrestande känslor i arbetet som oftast är ilska eller ledsamhet. Dessa känslor väcks i samband med deras kontakt med klienter. Därmed behöver socialsekreterarna använda strategier för att kunna reglera sina känslor samt istället uppvisa önskvärda känslor. Detta görs eftersom de upplever att det ingår i deras professionella roll. Strategier som tillämpas till detta ändamål är följande:  förberedelse, ett lågaffektivt förhållningssätt, att visa empati, att tänka på hur ens  kroppsspråk uppfattas och ventilering av sina känslor med kollegor. Resultatet visar även vilket stöd som organisationen erbjuder socialsekreterarna vid hantering av känslor: stöd består av handledning eller att få prata med sin teamledare eller chef. Slutsatsen som kan dras är att organisationens stödinsatser för att hantera känslor behöver vidareutvecklas, där insatser ger socialsekreterare utrymme att ventilera sina känslor i arbetet.

This research implemented a multiple case study design to investigate the effects of aesthetic and emotional labor in the premium airline context of Emirates, in comparison to the low-cost airline context of easyJet. This was achieved through the conduct of interviews with flight attendants from each airline as they are the frontline employees who are mostly concerned with the implementation of these standards. Even before the recruitment process employees are introduced to the requirements of aesthetic and emotional labor as airlines aim to find those who will best ‘fit’ their organizational culture, and that through training they will be even more equipped to represent the company during their interactions with customers. Thus, flight attendants are regarded as a strategic resource that contributes to the competitive advantage and organizational performance of airlines. Taking into consideration that aesthetic and emotional labor standards define the very nature of flight attendants’ job and that their performance determines the organization’s performance, the potential effects on their performance cannot be disregarded. The main themes that were yielded through the thematic analysis of the empirical findings were found to be parallel to some of the performance factors in Herzberg’s two-factor theory of motivation, while aesthetic and emotional labor were located as components within identified themes. Thus, this provided us with a general theoretical framework that allowed us to further discuss our findings in connection to relevant theory. Results showed that the different operational business models as well as the different cultures of each airline mostly contributed to the differences that were found in regard to the implementation of standards between the two contexts. Aesthetic labor standards were found to have a stronger effect on employees’ performance in the case of Emirates due to the fact their supervision was stricter. In both cases, aesthetic labor standards were not found to have an effect on employees' performance when it comes to their interaction with customers. While easyJet was found to receive a more diverse training when it comes to interaction with customers, in both cases emotional labor standards were found to have an overall positive link to employees’ performance not only when it comes to interaction with customers but also when it comes to dealing with co-workers, managers and the demands of the job in general. However, the aspect of personality was found to be a moderating factor influencing employees’ understanding and following of standards. It should be noted that the results of this research cannot be generalized. Further investigation across different contexts and airlines is suggested so as to conclude whether the results are representative of a specific context.

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The purpose of this essay is to examine the experiences of retail sales associates regarding work demands, the conditions provided to them to meet these demands, and the strategies they use to manage their work situation. The essay aims to highlight the challenges faced by retail sales associates, especially when high work demands and quantitative targets overshadow their human needs and well-being. The role of a retail sales associate involves a constant balancing act between satisfying customers' individual needs and preferences while also meeting employer demands and sales targets, which can pose a significant challenge for many sales associates. The essay is built on a qualitative approach together with the included theoretical framework which is Karasek and Theorell's demand-control-support model, as well as Arlie Hochschild's concepts of emotional labor, feeling rules, and surface and deep acting. From the collected empirical material, alongside the theoretical framework, three key themes emerged that formed the results of the study, which are: The new Taylorism – a combination between emotional labor and sale pressure, Levels of conditions – from customer to management, Taking control and withstand alienation, When the organization's support is lacking, colleagues play a decisive role. The results therefore suggest that the retail sales associates' work environment is characterized by high sales demands, subtle expectations for emotional labor, and insufficient resources. To cope with these demands, sales associates seek support from their colleagues and attempt to create a work culture that resists individualism and alienation, particularly when the support provided by employers is deemed inadequate. / Syftet med denna uppsats är att undersöka butikssäljares upplevelser av arbetskrav, de förutsättningar som de tillhandahålls för att möta dessa krav, och de strategier som butikssäljarna själva använder för att hantera sin arbetssituation. Uppsatsen strävar efter att belysa de utmaningar som butikssäljare möter, särskilt när höga arbetskrav och kvantitativa mål dominerar över deras mänskliga behov och välbefinnande. Att arbeta som butikssäljare innebär bevisligen en ständig balansakt mellan att tillgodose kundernas individuella behov och önskemål samtidigt som arbetsgivarens krav och försäljningsmål ska upprätthållas, vilketför många butikssäljare kan innebära en utmaning. Uppsatsen genomfördes genom kvalitativ metod och det teoretiska ramverk som använts är Karasek och Theorells krav-kontroll-stödmodell samt Arlie Hochschilds begrepp emotionellt lönearbete, känsloregler samt yt- och djupagerande. Genom det empiriskt insamlade materialet tillsammans med det teoretiska ramverket framträdde tre centrala teman som utgjorde resultatet för undersökningen, vilka är följande: Den nya Taylorismen – kombination mellan emotionellt arbete och säljpress, Nivåer av förutsättningar – från kund till ledning, Att ta kontroll och motstå alienation, När organisationens stöd brister spelar kollegorna en avgörande roll. Resultatet visar således sammanfattningsvis en framträdande bild av hurbutikssäljares arbetsmiljö präglas av höga försäljningskrav, subtila förväntningar på emotionella investeringar i arbetet och bristande förutsättningar. För att hantera arbetskraven söker butikssäljarna stöd från kollegor och försöker själva skapa en arbetskultur som motstårindividualism och alienation, när de förutsättningar som arbetsgivarna tillhandahåller anses otillräckliga.

本研究旨在探討教育行政機關之主管家長式領導、行政人員情緒勞動及職業倦怠之關係，以瞭解目前我國教育行政機關主管領導型態，並進一步分析行政人員知覺家長式領導與其情緒勞動及職業倦怠之關係。研究方法以文獻分析及問卷調查法為主，係以臺北縣市教育局之行政人員為對象，隨機抽樣400位行政人員，回收有效樣本260人，回收率達65%。問卷調查結果採用描述性統計、單因子變異數分析以及多元迴歸分析法進行分析，獲得研究結論如下： 一、教育行政機關行政人員在知覺主管家長式領導中，「德行領導」之程度最高。 二、教育行政機關行政人員在情緒勞動中，以「深層偽裝」較高。 三、教育行政機關行政人員在職業倦怠中，以「情緒耗竭」最高。 四、不同背景變項之教育行政機關行政人員在知覺主管家長式領導、情緒勞動及職業倦怠等變項上或分向度上有顯著差異。 五、教育行政機關行政人員知覺主管不同之家長式領導類型程度分別與其情緒勞 動有顯著差異。 六、教育行政機關行政人員知覺主管不同之家長式領導類型程度分別與其職業倦 怠有顯著差異。 七、教育行政機關行政人員情緒勞動與其職業倦怠有顯著差異。 八、教育行政機關行政人員知覺主管家長式領導中之「威權領導」及其情緒勞動皆可有效預測其職業倦怠。 根據上述研究結論，本研究提出下列建議： 一、對教育行政機關主管之建議 （一）發揮仁慈領導，主動關懷提供支援之環境， （二）重視德行領導，以身作則俾利型塑使命感。 （三）慎用威權領導，展現理性的人治手段。 （四）建立職場情緒腳本，並納入公務人員訓練課程之中。 （五）加強甄選機制，篩選具合適人格特質之行政人員。 二、對教育行政機關行政人員之建議 （一）主動積極請主管指引政策擬辦方向，以減少情緒勞動。 （二）向資深同仁請益，以有效轉化情緒勞動。 （三）找尋適當的情緒表達管道，以降低表層偽裝的情緒勞動。 （四）瞭解公部門服務之本質，以提升專業效能。 三、對未來研究之建議 分別就研究對象、研究變項及研究方法等方面提出進一步之建議，俾使未來相關研究更臻完善。 / The purpose of this study is to investigate the relationships among paternalistic leadership of supervisors, emotional labor and job burnout of administrators, to realize the status in Taiwan. The research method this study adopted were literature analysis and survey research which data were collected from random sample of 400 administrators of Department of Education Administration Authority in Taipei City and County. The valid samples were 260, and usable responses rates were 65%. The collected data were analyzed by using the statistical methods of descriptive statistics, one-way ANOVA, and multiple regression analysis. And the findings of this study are as follows: 1. Among the perception from the administrators of supervisors’ paternalistic leadership, “moral leadership” is the highest. 2. As to the emotional labor of administrators, “deep acting” is higher. 3. As to the job burnout of administrators, “emotional exhaustion” is the highest. 4. The administrators with different background variables have significant differences in perceptions of supervisors’ paternalistic leadership, their emotional labor and job burnout. 5. The administrators with different level of perceptions of supervisors’ have significant differences in emotional labor. 6. The administrators with different level of perceptions of supervisors’ have significant differences in job burnout. 7. The administrators with different level of emotional labor have significant differences in job burnout. 8. The levels of administrators’ perceptions of supervisors’ “authority leadership” and administrators’ emotional labor can effectively predict the job burnout of administrators. Based on the above findings, this study makes the following recommendations: 1. For supervisors of education administration authority (1) Play a benevolent leadership to provide the supported environment. (2) Emphasis on moral leadership to make a sample for shaping the missions. (3) Use authoritarian leadership carefully to show a rational person. (4) Establish the workplace emotional scripts, and add them in the public service training curriculum. (5) Strengthen the selection mechanisms to select the administrators with appropriate personality traits. 2. For administrators of education administration authority (1) Proactively get the guidelines of proposed direction from the supervisors in order to reduce the emotional labor. (2) Ask senior colleagues to effectively transform the emotional labor. (3) Find the appropriate ways to express emotions in order to reduce the “surface acting” emotional labor. (4) Realize the nature of public sector services in order to promote the professional performance. 3. For future studies: This study provide suggestions on research subjects, variables and methods for future studies as well.

[français] L’objectif de cette recherche est d’analyser l’organisation interne d’une firme de sondage sous l’angle des sphères du milieu de travail telles qu’identifiées par Bélanger, Giles et Murray (2004), soient : la gestion de la production, l’organisation du travail et la relation à l’emploi. Plus spécifiquement, nous chercherons à savoir comment se comporte la firme enquêtée face à la gestion de la flexibilité organisationnelle et quel est l’impact de celle-ci sur les trois sphères du travail. L’analyse utilise la méthodologie de l’étude de cas et fait appel à divers types de matériaux : des observations ponctuelles, des entrevues informelles et les bases de données administratives ainsi que les rapports d’évaluation des entrevues téléphoniques effectuées par les intervieweurs. De même, l’analyse des résultats utilise à la fois des méthodes plus classiques telles que les corrélations ainsi que des représentations graphiques et des analyses qualitatives. L’analyse permet de repérer une logique de fonctionnement à l’œuvre dans les différentes sphères de l’emploi : l’importante standardisation des processus de travail (dans le champ de la gestion de la production), la réduction des marges de manœuvre (dans le champ de l’organisation du travail) et la non reconnaissance de l’expertise des intervieweurs (dans le champ de la relation à l’emploi). Les contradictions repérées dans l’analyse, entre les sphères de l’emploi et les objectifs de flexibilité, montrent que les structures mises en place bloquent, dans une certaine mesure, la capacité d’initiative et d’adaptation que la flexibilité exige. La recherche a montré que ce qu’on demande aux intervieweurs est à la fois le reflet des exigences de la flexibilité, tel que constaté dans ce mémoire, mais aussi, des exigences sociales face à la méthodologie de sondage. Tout porte à déduire que celles-ci peuvent engendrer un plafonnement de la performance des employés. Mots-clés : centres d’appels, intervieweurs, firmes de sondage, flexibilité organisationnelle, gestion de la production, organisation du travail, relation à l’emploi, travail émotionnel. / [english] The objective of this study is to analyze the internal organization of a polling firm from the perspective of workplace spheres, as identified by Bélanger, Giles and Murray (2004): production management, work organization and employment relations. More specifically, we sought to discover how the studied firm behaved in terms of managing organizational flexibility and its impact on the three aforementioned spheres. The analysis uses case-study methodology and calls upon various types of material: point source observations, informal interviews, as well as administrative databases and assessment reports of telephone interviews carried out by interviewers. In addition, the analysis employs both classical methods such as correlations, as well as graphical representations and qualitative analyses. The analysis traces an operational logic from the point of view of the different spheres: the significant standardization of the work process (in the sphere of production management), the reduction of flexibility (in the sphere of work organization), and the non-recognition of interviewer expertise (in the sphere of employment relations). The contradictions revealed by the analysis between the spheres of work and the goals of flexibility demonstrate that the structures currently in place block, to a certain extent, the capacities for initiative and adaptation required by flexibility. The research demonstrates that what is asked of interviewers is both a reflection of the requirements of flexibility, as seen in this thesis, but also of social requirements related to survey methodology. All of which points to the conclusion that these requirements can lead to a leveling off of employee performance. Key words: call centers, interviewers, polling firms, organizational flexibility, production management, work organization, work relations, emotional labor. / CRSH

Cette thèse élabore un modèle de management basé sur un concept selon lequel une communication optimale est mise en place dans l’entreprise, permettant aux salariés et aux cadres de se positionner collectivement en prenant en compte la mosaïque des besoins. Le modèle élaboré « revisite » le statut du salarié et donne à celui-ci la place qui lui revient en tant que maillon, coûteux certes, mais nécessaire dans la chaine de production. Une analyse sur l'évolution que le management a connu au long de son histoire, au sein des entreprises et à l'académie, ainsi que des analyses approfondies sur (1) les conséquences de la dynamique corporative actuelle, (2) l’influence de la dynamique familiale et de société sur l'individu dans l'entreprise, et (3) les modèles de communication / management envisageables. Les possibles sources de résistance à l'implémentation de ce modèle, qui prend plus en compte l'humain, sont aussi discutés. La technique du modèle suggéré est basée sur le concept de l'intelligence émotionnelle. Elle a été testée dans plusieurs organisations de différentes tailles et cultures et a eu une impression positive selon les professionnels qui ont participé à cette recherche. / This thesis develops a management model based on an optimal communication betweenemployees and managers where collectively they can work towards the company's objective butwhere human concerns are taking into account in the business mosaic. The model "revisits" theemployee's current status and gives it a more empowered function. It acknowledges that whileworkers do represent a cost for companies, they, and their opinion, have to be valued as anecessary link to the business production line. This thesis includes first an analysis of theevolution of management, through history, in the corporate world and in the academy, in orderto have a better understanding of its history and actual situation and then it also analyzes ofrelevant factors that contributed of establishment of the current management state and practicessuch as (1) the current corporate dynamics and its consequences, (2) the influence of thedynamics of family and society on individuals and companies, to finally (3) elaborate possiblemanagerial and communication models that could be implemented at workplaces that wouldtake more into account human factors. The possible source of resistance to the implementationof this model is discussed. The suggested management model is structured in communicationtechnic based on the Emotional Intelligence concept. It has been tested in several organizationsof different sizes and different cultures and had a positive impression and results among theparticipants tested.

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