Journal of Managerial Psychology Emotional dissonance in call centre work Jürgen Wegge Rolf Van Dick Christiane von Bernstorff Article information: Downloaded by UNIVERSITY OF ESSEX At 16:41 03 February 2015 (PT) To cite this document: Jürgen Wegge Rolf Van Dick Christiane von Bernstorff‚ (2010)‚"Emotional dissonance in call centre work"‚ Journal of Managerial Psychology‚ Vol. 25 Iss 6 pp. 596 - 619 Permanent link to this document: http://dx.doi.org/10.1108/02683941011056950 Downloaded on: 03
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to identify this problem and resolve it. These types of situations are essential to reflect on as they allow the nurse to develop their clinical judgement and enables them to explore their relationship with patients (Bulman & Schutz‚ 2013). In the broad sense reflection is the process of self-examination that entails looking over the events that have transpired in an effort to self-improve and encourage one’s growth (Ruth-Sahd‚ 2003). Furthermore‚ a nurse should always be reflecting and asking themselves
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Explain the benefits of actively promoting positive aspects of behaviour. Positive behaviour is strongly linked to respect for others and what is generally accepted as ’good’ behaviour tends to be centred on this. Positive behaviour is about learning self-control and consideration for the needs of others. The Social Learning Theory is based on the fact that children will adopt the behaviour of the adults around them. In other words setting a good example is the first thing all adults should try
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The Emotional Effect: A Study of Emotions in the Workplace Tyler Burns University of Central Oklahoma Interpersonal Communication 4113 Dr. Carlon April 7‚ 2013 Introduction In every aspect of life‚ emotions play a part of each and every interaction of one’s day. A person’s mood can set the pace in all situations‚ unique or not. This paper will specifically target the emotional setting involved in the workplace and how employee emotions can directly affect the
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1. use of learning schemes: a. Infants use every means they have to learn about things. Start with simple scents motor experiences. The use of learning schemes are when the child bangs and mouthing. For example‚ the child is playing with the blocks and he his bagging the blocks with each other. The children learn to discover how certain items are use. For example‚ there is a girl that was shaking and bagging the bell. The girl handles the bell and take a closer look of the bell. She is exploring
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EMOTIONAL INTELLIGENCE `ABSTRACT "Emotional Intelligence is a way of recognizing‚ understanding‚ and choosing how we think‚ feel‚ and act. It shapes our interactions with others and our understanding of ourselves. It defines how and what we learn; it allows us to set priorities; it determines the majority of our daily actions. Research suggests it is responsible for as much as 80% of the "success" in our lives." The Effective leader requires a high degree of Emotional Intelligence. In this study
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Legal and Ethical Aspects of Health and Social Care This essay will discuss the student’s role within a residential care home in relation to legal and ethical aspects of health and social care. The essay will be looking at legislation that is in place to protect both the residents and staff of the home which is run for the care of young children. This will also look at values and ethics and why they are important. This will then go on to discuss the student’s role as a support worker and their
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Emotional Intelligence in Leadership Benjamin J. White Embry Riddle Aeronautical University Abstract This paper explores the concept of emotional intelligence and the effects on leadership. The articles discussed in the paper analyzed the different array of qualities in emotional intelligence towards leadership. Emotional intelligence is a way of behaving and acting towards situations and people. Leadership styles must adapt to the situations and exhibit empathy at times to support the perception
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“Why do you like Broad City so much?” I ask my friend‚ as I’m getting ready to write this piece. She immediately replies ‚”It shows us a picture of what female friendship can look like stripped of pretension. Two normal girls rollerblading through life holding hands and smoking weed.” Forget about Gossip girl and its portrayal of two best friends who never gets around Manhattan without a limo‚ wear designer clothes at all time and whose main purpose is to sabotage each other’s life while looking
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The Five Competencies of Emotion Intelligence With the publication of Daniel Goleman’s book Emotional Intelligence in 1995‚ the business world got an answer to a question that had been plaguing it for decades: “Why did some people of a high IQ struggle at managing teams while other leaders of lower IQ excel at it”? Goleman asserted that the traditional measurement of IQ (intelligence quotient) was not enough to determine a good leader. Schools and universities concentrated on developing the cognitive
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