Social-psychological Model Intervention In Study On The Emotion Management Of Service-staff

With the continuous development of market competition,enterprises are facing increasingly fierce competition.Service is the primary product of service-oriented enterprises.In addition to physical and intellectual labor,service employees also need to pay emotional labor to sell their emotions as a commodity.In order to achieve greater profits for the enterprise.Therefore,the emotional management ability of the employees in service enterprises is directly related to the sustainable development of enterprises.Service-oriented enterprises pay more attention to the quality of employee service,improve the service level through various rewards and penalties,and formulate a series of emotional expression rules to maintain the image of high-end service.However,At present,the focus of enterprises is only on the level of service results,that is,the economic benefits of enterprises.The possible emotional problems and their prevention in the process of service,and the treatment of emotional problems after the failure of emotional management are not given due attention.In the face of the high pressure environment and the indifferent attitude of the managers,the emotion expressed by the service employees in the work is inconsistent with their inner emotions,and even opposite to each other.That is,emotional management measures in a shallow performance.On the basis of field investigation,this study combines the theory of "person in the situation" with the theory of advantage angle of view,and through the opening of case work,it combines the theory of "person in the situation" with the theory of advantage perspective.It is of practical and theoretical significance to explore and analyze the psycho-social therapy from three aspects: physiology,psychology and society.This article carries on the research through the qualitative research method and the investigation research method.According to the way of interview and questionnaire to collect data,analyze the overall situation of service enterprise employees,and select 20 employees to deal with the specific emotional problems,and further select a key interview object.Collect the relevant information of the object in all directions to study and analyze,analyze it comprehensively from the perspective of social work,solve the emotional problems in the work for the victim W,and make it interact with the social environment in a positive way.Transform shallow performance into deep performance.Application of Pre-test and Post-test of emotional Labor quantity Table to the change of the victim W in the stage of Evaluation Quantitative evaluation,more accurate analysis of psycho-social treatment model involved in the service industry employee emotional management case study feasibility.Through the practice of social work,it is found that the psycho-social treatment model has a unique advantage in terms of emotional problems of enterprise employees compared with othermodels of case work,and various service techniques are used to serve the victims.Make the victim out of the psychological predicament,improve the ability of emotional management.It is feasible to apply the theory of "person in the situation" and the theory of advantage perspective to the emotional management of service industry employees.The combination of the two theories enables the victim to regain confidence and better adapt to the social environment.In this study,there is a case study,that is,the psycho-social treatment model has significant effect on the emotional management of the victim W,but it can not guarantee that most of the service industry employees have an impact on emotional management;at the same time,Will the combination of group work and case work methods have a more comprehensive and profound impact on the study of the emotional management of employees in the service industry?These discussions will also become the research that scholars should pay attention to in the future.