A Study On Emotional Labor Management In Public Sector In Nanning

With the service industry in the proportion of countries in the growing economy,organizational attention to emotional labor and its management has arisen and develop in the private sector,has now gradually spread to the public sector.Under the concept of a service-oriented government,the public sector needs to improve public services,emotional labor to a certain extent affected the quality of service and efficiency.Emotional labor is determined by the individual traits,but also by the organizational environment and institutions,it is a realistic and urgent issue for the public sector to effectively manage the emotional work of its staff,especially the public service window staff.With the help of resource preservation theory and the development of the work requirements-resource model(JDR model),Interpretation of Nanning City public sector emotional labor management,through the public sector in Nanning City(with a typical emotional characteristics of the public service window sector,that is,NanningCity Government Service Center)to conduct research,and then from the work requirements and work resources,Emotional labor is widely practiced in the daily work practice of service window work;Emotional work-related work requires a higher level and is perceived by public sector window staff;However,the organization did not expressly clarify the requirements of the work of emotional work in clear text;The organization does not give enough work resources support and compensation at the emotional level.From the perspective of resource preservation theory to analyze the process of emotional labor,individuals in the organization need to work according to the organization to show the rules of emotional requirements to practice emotional labor needs to consume personal resources.This highlights the Nanning city public sector in the emotional labor management on a pair of prominent contradictions,that is,emotional labor management on the organization of the omission and the relationship between the individual as a structural conflict.The omission of the organization is that it does not attach importance to the shortage of emotional;And personal behavior in emotional labor often consumes personal resources.The organization has a high level of job demands for emotional work and its potential,and staff members need to consume a lot of personal resources under the senses of emotional work;However,due to the lack of correct understanding and recognition of the importance and value of emotional labor,the organization of emotional labor factors is not included in the performance appraisal and the reasons for the incentive,resulting in the organization of emotional work on the obvious lack of resources.This structural conflict and contradiction externally manifests itself as an imbalance between job requirements and work resources related to emotional work in the organization.This contradiction and conflict is extremely unfavorable to the progress of emotional work,which is not conducive to the realization of organizational performance and goals.According to the theory of resource retention,if the individual's resource loss exceeds the resource compensation obtained,the emotional labor will have a negative impact on the individual employees.If the resource compensation is greater than the resource consumed by the emotional labor,the emotional labor will not bring Negative impact,which may have a positive impact,so that it has a sense of job satisfaction,personal sense of accomplishment,satisfaction,etc.,and then its work attitude and behavior and performance play a positive role.The resources consumed by these individuals in the process of emotional labor can be compensated by means of remuneration,good interpersonal relationship,organizational support,social support,customer praise and self-satisfaction.Therefore,from the work requirements and work resources should be balanced with each other,the work of resources to maintain a high level in order to better carry out emotional support for individuals and resources to supplement the point of view.From the job requirements level(including the job description of the emotional labor of the clear;assessment of emotional factors in the emotional;personnel selection in the selection of emotional labor factors)and the work of the resource level(pay and emotional labor linked;organizational culture and superior support and other conditions;Personal personality traits;energy resources)put forward the corresponding countermeasures and suggestions.