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Bambi

Page history last edited by malina88@hotmail.com 14 years, 11 months ago

 

No.1

 

 

GROUP MEMBERS:

 

  • Malina Simeunović

     

  • Kaja Vidic

     

  • Klavdija Gregorin Štiftar

     

  • Romana Volič Vukadin

 

 

DISTRIBUTION OF ROLES:

 

  • Leader: Kaja

  • Secretary: Malina

  •  Reporter: Romana

  • Time-keeper: Klavdija

 

 

EMOTIONAL WORK IN A CATERING BUSINESS No.2

 

No.3

 

 

 

DEFINITION

 

The term emotional labour was first used by the sociologist Arlie Russell Hochschild in her book The Managed Heart: Commercialization of Human Feeling (1983). Emotional labour is the work done with feeling, as part of paid employment. People in many service occupations, such as airline stewardesses, waitresses, etc., are paid to “sell their emotions”. And so can emotions became a commodity. As the service sector of most advanced economies, especially in the Western world, expands the number of people involved in emotional labour processes continues to rise. To sum, more and more work in the world is emotional (Jary and Jary 1995: 194).

In this project we will focus on the problems associated with emotional work in catering business where the employees are faced with too high expectations that their employers have for them.

We will study the employer´s and employee´s perceptions of  emotional work and the employee´s ways of dealing with too high demands. We hypothesise that the solution of the conflict is improved communication with the employers and better motivation for work.

 

WORKING QUESTIONS and TASK DISTRIBUTION:

 

 

  1. Are the demands and expectations that employers have of employees too high?  Kaja

  2. Are conflicts between employers and employees the consequence of employer`s too high demands? Kaja

  3. Are conflicts caused because of employee`s unwillingness that they comply with employer`s demands? Kaja

  4. How are these conflicts settled? Klavdija

  5. How are conflicts settled from employer`s side and how will employees be more motivated to settle these conflicts?  Klavdija

  6. What is the influence on unfulfilled requirements of employers? Klavdija

  7. What can cause excessive requirements of employees?  Malina

  8. What kind of impact have excessive requirements on psycho-physical state? Malina

  9. How  do employees face the stress caused by their emotional work? Malina

  10. Are employers willing to relieve completion of employees tasks? Romana

  11. What impact has completion of emotional work on employee`s private life? Romana

  12.  How can employers demands influence on the atmosphere between employees? Romana

 

 

GLOSSARY

 

  • empathy - empatija, zmožnost vživeti se v čustva drugega
  • trustworthiness - zanesljivost, zaupanja vreden
  • conscientiousness - vestnost, natančnost, skrbnost
  • emotion management - urejanje, upravljanje čustev
  • feeling rules - pravila čustvovanja
  • service with a smile - "storitve z nasmehom"
  • psychological contract - psihološka pogodba

 

  

LIST OF LITERATURE:

 

1.      Caruso, David. 2004. The emotionaly intelligent manager: how to develop and use the four key emotional skills of leadership. San Francisco: Jossey-Bass. 

2.      Goleman, Daniel. 1999. Working with emotional intelligence. London: Bloomsbury.

3.      Goleman, Daniel. 2001. Čustvena inteligenca na delovnem mestu. Ljubljana: Mladinska knjiga.

4.      Jary, David and Jary, Julia. 1995. Collins dictionary of sociology. Glasgow: HarperColins

5.      Russel Hochshild, Arlie. 2002. Upravljano srce: komercializacija človeških čustev. Teorija in praksa, letnik 39, št 1, str. 196-231

6.      Weisinger, Hendrie. 2001. Čustvena inteligenca pri delu z ljudmi: neizkoriščen vir uspeha. Ljubljana: Tangram. 

      7.  CIPD, The Psychological Contract. 2009: http://www.cipd.co.uk/subjects/empreltns/psycntrct/psycontr.html (accessed on 27. 3. 2009)

 

 

 

SOURCES of PICTURES:

 

 

No.1:Disney friends (online): http://www.disneyfriends.net/modules/coppermine/albums/userpics/pictures/bambi/Bambi/normal_bambi22.jpg (accessed on 19 February 2009).

 

No.2: E-informacije (online): http://www.e-informacije.com/wp-content/uploads/2008/02/vici.jpg (accessed on 27 February 2009).

 

No.3: "Mind hacks" (online): http://www.mindhacks.com/blog/files/2008/02/waitress.jpg (accessed on 27 February 2009).

 

 

 

Bambi report

Minutes of the first meeting

 

Held on the 25 February, 2009 at FDV library

 

 

 

 

Present: Kaja, Klavdija, Malina, Romana

 

 

Absent:/

 

 

 

Agenda:  1.Selecting the topic

  

 

               2. Forming a problem

  

 

               3. Any other business

 

 

 

Item 1 

 

Discussion: Key point of our first meeting is finding a topic of our PBL project. Malina and Romana suggested that our topic could be emotional labour. We all agreed with this idea, but we need a more specific topic. Then Kaja and Klavdija  suggested that we could observe effects of emotional labour in a catering business.

 

 

 

Decision: We decided that our topic will be “ Emotional work in a catering business”

 

 

 

Item 2

   

Discussion: Malina suggested that we can compare different effects of emotional labour on male and female employees, but others suggested that it is better if we focus on emotional labour from employer and employees perspective.

 

 

 

Decision: We will carry out a research about different points of view (employer-employee) on emotional work.

 

 

Item 3

 

Assignments: All of us will search for literature at library and for internet sources about our topic.

 

 

At the next meeting we will define questions about our topic and form a list of literature.

 

 

The next meeting will be held on Tuesday, 3 March, 2009 at FDV library.

 

 

Minutes taker: Klavdija

 

Chair: Kaja

 

 

 

Minutes of the second meeting

 

Held on the 4 March, 2009 at FDV library

 

 

Present: Romana, Kaja, Malina, Klavdija

 

Absent:/

 

Agenda:

  1. Forming working questions

  2. List of literature

  3. Rewrite definition

  4. Any other business

 

Item 1

 

Key point of our second meeting is forming  working questions for our PBL project. We were talking about possible questions. Klavdija and Romana agreed that it is important to expose the demands which employers have of employees. Kaja proposed us that we consider on these conflicts between employers and employees, which are caused by demand of emotional work. So, we write working questions.

 

Item 2

 

Each member propose relevant books and other sources for our PBL project. We listed this literature and than choose which is the most appropriate one.

 

Item 3

 

We complete our definition with the problem we will work on. We also add the possible solution of our problem.

 

Item 4

 

Assigments: Each member will look up for some key words, which will be taken in glossary next week.

 

 

The next meeting will be held on Wednesday, 11 March, 2009 at 9:00 at FDV libraray.

 

Minutes taker: Klavdija

 

Chair: Kaja

Minutes of the third meeting

 

Held on the 11 March, 2009 at FDV library 

 

Present: Romana, Kaja, Malina, Klavdija

 

Absent:/ 

 

Agenda:

1.      tasks distributed

 

2.      any other business

 

 

Item 1

 

On our third meeting we distributed tasks. We went through our questions once more and argued which girl should get  which question and which questions match together. Each of us got three of them.

Item 2

 

Assigments: Each member will once again look up for some key words which will be taken in our glossary .

The next meeting will be held on Wednesday, 18 March, 2009 at 9:00 at FDV libraray.

 

Minutes taker: Klavdija

 

Chair: Kaja

 

 

 

 

 

Minutes of the fourth meeting

 

Held on the 18 March, 2009, at FDV library

 

  

  

Present: Romana, Kaja, Malina, Klavdija

 

  

Absent:/ 

 

 

Agenda:

  1. glossary

  2. interview questions 

  3. any other business

     

Item 1

 

Discussion: We were talking about which are the key words that form our report. We all came to the conclusion, that each of us will form the glossary by adding words, dealing the topic by the end of the week, as we write our report.

 

Item 2

 

The basis of our fourth meeting was writing interview questions. With a little effort and a lot of brainstorming we formed a suitable questions for interviews.

 

Assignments: Kaja and Romana will do the interviews by tuesday.

 

  

 

Minutes taker: Klavdija

 

  

 

Chair: Kaja

 

 

 

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