Dissertation/Thesis Abstract

A Case Study of How Early Career Human Resource Professionals Handle Emotional Labor in the Workplace
by Payton, Marc Andrew, D.B.A., Capella University, 2018, 163; 10933378
Abstract (Summary)

The business problem is that some human resource (HR) professionals lack the skills necessary to effectively manage emotional labor (EL) in the workplace. HR professionals are responsible for managing potentially high-stress situations within organizations, yet little research exists that describes what skills help to prepare early-career HR professionals for these work situations. The research purpose of this qualitative single case study is to explore the necessary skills needed for HR professionals to effectively manage EL intensive situations within the workplace environment. This research adds to prior studies on emotional work, organization display rules, the socialization of EL, and the organizational impact on expression and feelings for early career HR professionals. The research question for this the research study was how early-career HR professionals developed the skills needed to manage EL in the workplace. The sources of data included nine early-career HR professionals with three or fewer years of experience, nine business leaders managing business organizations within the participating company, and a review of documentation related to HR skill development. Participants in the research studied agreed to participate through a purposeful sampling method and participated in semi-structured interviews. The key findings from the research study resulted in six dominant themes that were coded in Nvivo 11 qualitative analytics software: “experience is the best teacher”, surface acting vs. deep acting, reliance on HR, networking for different purposes, learning processes, and emotion regulation training. Both groups of participants indicated the desire for training on emotion regulation techniques and emotional intelligence early in the career of new employees to the company. One unexpected finding was that eight of the nine early-career HR professional participants indicated that surface acting was the selected style and nine of the nine business leader participants indicated deep acting was the selected style for managing emotional labor in the workplace. The contributions of the research to the practice of business may assist organizations in developing training content and additional support group structures for early-career HR professionals as they continue to develop within the corporate environment. The contributions of the research to the business literature will add to the body of practitioner knowledge by providing a better understanding of the significance of how early-career HR professionals experience and manage EL in the workplace.

Indexing (document details)
Advisor: Winston, Bruce E.
Commitee: Marbury, Raymond, Mays, Laura
School: Capella University
Department: School of Business and Technology
School Location: United States -- Minnesota
Source: DAI-A 80/02(E), Dissertation Abstracts International
Subjects: Business administration
Keywords: Early career, Emotional labor, Human resources, Political skill
Publication Number: 10933378
ISBN: 978-0-438-36686-2
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