GIRL POWER + Štrus

 

 

GROUP MEMBERS:

 

Nina Kuhar

 

Tajda Markovič

 

Elmedina Crnolič

 

Maša Kavčič

 

Matevž Štrus

 

 

DISTRIBUTION OF ROLES:

 

Leader: Nina

 

 

Secretary: Tajda

 

 

Reporter: Elmedina

 

 

Time-keeper: Maša

 

 

Reserve person: Matevž

 

 

 

                                                                       EMOTIONAL LABOUR 

                                              

                                                  Stewardesses on emotional labour market

 

DEFINITION:

 

Emotional labour is a new form of work based on professional regulation of emotions in public employment. It is especially a common sphere for jobs in service activities which include working with people. Special versions of emotional labour are "services with smile" which represent an inseparable part of perfect business with customers. Recently, emotional labour has been the most frequent form of work in service organizations. We can find it among lawyers, nursers, servers, etc. It allows employers a certain level of control over emotional activities of their employees.

 

Work of flight attendants includes a lot of emotional work  because it requires direct contact with passangeres or direct public communication. It often leads to emotional dissonance and can be a threat to their identity.

In our survey with a stewardesses we are going to find out more about thier work and how they coordinate their feelings. For example we will ask them if there are any conflicts between their role they are playing and their true feelings and also is it the family that usually suffers because of this conflicst?

 

 

LITERATURE:

• Šadl, Zdenka. 2002. "We`re out to make u smile". Emocionalno delo v storitvenih organizacijah. Teorija in praksa 39: 49-80

 

• Hochschild Russell, Arlie. 2000. Upravljano srce: komercializacija človeških čustev. Teorija in praksa 39: 196-213

 

 

RESEARCH QUESTIONS:

 

      1. What is emotional labour and what emotional work? (Maša)

      2. How stewardesses coordinate their emotions with their appearance? (Nina)

      3. How they are trained to apropriatly respond in various situations? (Tajda)

      4. How they balance their personal life with their profession? (Nina)

      5. How their profession affects their private life and vice versa? (Elmeidna)

      6. Do stewardesses have a feeling that thier work is more physical than mental? (Matevž)

      7. Are there any rules about physical appearance of stewardesses? (Elmeidna)

8. What is emotional dissonance? (Tajda)

 

 

 

LIST OF LITERATURE:

 Look down to minutes of the second meeting of the group girl power+Štrus (Item 3)!! 

 

 

GLOSSARY:

 

• Emotional labour - emocionalno ali čustveno delo; delo s čustvi v javni sferi zaposlovanja
• Feeling rules - latentna pravila čustovanja
• Display rules - pravila čustovanja in pravila izkazovanja
• Surface acting - površinsko igranje vlog
• Deep acting - globinsko igranje vlog
• Personal empathy - osebna empatija ali sposobnost zaznavanja čustev druge osebe
• Emotional dissonance - čustvena neskladnost
• Empowerement - opolnomočenje
• Commoditized feelings - čustva kot blago

  

  

 

 MINUTES OF THE FIRST MEETING OF THE GROUP GIRL POWER + ŠTRUS:

( held on 27th February 2009 at library on FDV)

 

Present:Nina, Tajda, Elmedina, Maša, Matevž

 

 

Absent: / 

 

AGENDA:  1.) Topic discussion

                 2.) Defining problem of selected topic

                 3.) Finding literature

                 4.) Any other business

 

Item 1:

Discussion: At first we discussed the topics. Then Tajda, Elma and Matevž suggetsed to write about emotional labour and emotional work in public sphere but Nina and Maša preferred a topic on hidden labour of children.

 

Decision: Because we had to choose only one topic we unanimously decided to research emotional labour.

 

Item 2: Discussion: Everyone in our group read one scientific article about the topic we had chosen and then we shared our ideas. At first we had differnet opinions about our problem, for example, Nina proposed a problem about emotions as commodity and Tajda wanted to write about stewardesses on emotional labour market.

 

Decision: In the and we decided to research stewardesses on emotional labour market because Tajda has access to stewaredesses who work at the Jože Pučnik airport. We hope that we could do a survey about their work.

 

 

Item 3: We found literature using the web page COBISS.The list is published in this wiki page.

 

 

Item 4: Elmedina proposed that we should hold our next meeting on 6th March 2009 at FDV library. We all agreed about our next meeting.

 

 

Minutes-taker: Maša

Leader: Nina

 

MINITES OF THE SECOND MEETING OF THE GROUP GIRL POWER + ŠTRUS:

( held on 6th March 2009 at library on FDV) 

 

Present: Tajda, Matevž, Nina, Elma, Maša

 

Absent: /

 

AGENDA:  1.) Action-item follow up

                 2.) Research questions 

                 3.) List of literature 

                 4.) Any other business

 

Item 1: 

Discussion: All the assigments from the previous meeting were carried out. We had read the selected literature, and discussed the articles together. Everybody expresed their own opinion. Tajda suggested that we focus on the topic that includes how stevardesses  control their feelings.

 

Decision: We all agreed with Tajda`s suggestion because we found that topic very interesting for our research.

 

Item 2:

Discussion: We chose the main questions. Nina suggested that we write about coordinating stewardesses´ feelings with their appearance.

 

Decision: Until now, we formulated 3 main research questions: - What is emotional labour and what emotional work?

                                                                                  -  How  stewardesses coordinate their emotions with their appearance?

                                                                                  -  How they  are trained to apropriatly respond in various situations? 

                                                                                  - How they balance their personal life with their profession?

                                                                                  - How their profession affects their private life and vice versa? 

We still have to talk about one question including topic about emotional intelegence.

 

Item 3: 

Our literature:

1.) Clegg, Stewart in Cynthia Hardly. 1999. Studying Organization. Teory & method. Založnik SAGE

2.) Goleman, Daniel. 2001. Čustvena inteligenca na delovnem mestu. Ljubljana: Založba Mladinska knjiga

3.) Grandey, Alicia. 2000. Emotion Regulation in the Workplace: A New Way to Conceptualize Emotional Labour. Pennsylvania State University. Pages 95-110.

4.)Hochschild Russel, Arlie. 2002. Upravljano srce: Komercializacija človeških čustev. Teorija in praksa 39: 196-213

5.) Kanjuo Mrčela, Aleksandra. 2002. Sodobna rekonceptualizacija dela: delo med racionalnim in emocionalnim. Teorija in praksa 39: 30-48

6.) Šadl, Zdenka. 2002. "We` re out to make you smile". Emocionalno delo v storitvenih organizacijah. Teorija in praksa39: 49-80

7.) Šadl, Zdenka. 2002. Emocionalno delo in intimni odnosi v pozni modernosti. Teorija in praksa 39: 59-71

 

Item 4:

Matevž and Elmedina proposed that we should hold our next meeting on 12th March 2009 at FDV library. Wa all agreed.

 

 

MINITES OF THE THIRD MEETING OF THE GROUP GIRL POWER AND ŠTRUS:

 (held on 12th March 2009 at FDV library)

 

Present: Tajda, Elmedina, Nina, Maša, Matevž

 

Absent:/

 

 

 

AGENDA:  1.) Collecting literature

                 2.) Setting hyphotesis

                 3.) Survey questions

                 4.) Any other business

 

Item 1: Besides the other readed literature, we got extra articles from Zdenka Šadl. We distributed articles among us and decided that untill the next meeting we will work on this articles and then began to write general theoretical part of the task.

 

Item 2: Before we started with the survey we formed our hyphotesis:

- The hardest thing for stewardesses is balancing their personal life with their profession.

- Their dedicaton to work is changing trough time.

- In the course of their work they clearly distinguish between their role they are playing and their true feelings. 

 

Item 3:

Discussion: Conversation was running about questions for our survey. From the selected literature we formed approximately five questions for our survey.

 

Decision: At first we will ask them about their gender, age and which educational level they compleded. Then we will ask them how they feel abut their work and how profession affects their private life. Then we will also ask them how long they are employed and how many hours they work per month, etc.

 

Item 4: Until the next meeting we will be dealing with forming a survey and writing theoretical part of the task. We all agreed that the next meeting will be hold on 17th March 2009 at FDV Library.

 

 

MINUTES OF THE FOURTH MEETING OF THE GROUP GIRL POWER+ŠRUS

(held on 17th March 2009 at FDV library) 

 

Present: Tajda, Nina, Elmedina, Maša, Matevž

 

Absent: / 

 

AGENDA:  1.) Action-item follow up

                 2.) Finished our survey questions

                 3.) Start forming our theoretical part

                 4.) Glossary

                 5.) Any other business

 

Item 1: Last time we were putting together our survey questions and in the and of this week we finished them at the last minute. So we now can say that our assigments from the previous meeting were completely carried out.

 

Item 2: We completed our task of questions for the survey and put together 18 questions. We also asked Martina Trbanc to review our survey about flight attnedants, so that we will be sure our survey is well formed. She gave us some important guidance and said that the survey is well formed and that we sholud get very interseting answers. At the and of this week we finished our survey and Tajda was able to make some calls and found around 15 flight attendants that were prepared to answer those questions.

 

Item 3: Besides the survey we were working on, we also distributed tasks for our theoretical part. We decided that Maša, who read the most about the definition of emotional labour will write and focus on this. Than there is Elmedina who will write about services with a smile and also focus on how this is inextricably linked to emotional labour. Nina`s part will be writing about how employees use, manage and supervise their emotions and what do terms surface and deep acting mean. We gave Tajda a task to write about the consequences of emotional labour and she will also focus on three examples of emotional dissonance. And the last one is Matevž who, in general will write about the stewardesess and their work. We also agreed that we will all work on intoduction, interpretation of recevied answers and conclusion together.

 

Item 4: We also found few words that have to be translated and we decided to write and translate them in our gloassary. 

 

Item 5: Because of the presentation we have on friday in class Sociologija dela we will focus on forming our power point presentation and on our speaches. So until our next meeting we will work on this and also try to write some of the theoretical part.

We all agreed that the next meeting will be hold on 23th March 2009 at FDV library.