El trabajo emocional en la asesoría de negocios a emprendimientos y microempresas chilenas / Emotional labor in business consulting advisors for Chilean entrepreneurs and microenterprises

Resumen El trabajo emocional es un proceso multidimensional que adquiere relevancia debido a su creciente prevalencia y las serias consecuencias que tiene para trabajadores y organizaciones. La presente investigación busca describir las experiencias de trabajo emocional en trabajadores pertenecientes a centros de negocios que asesoran a emprendimientos y microempresas chilenas, cómo estas afectan su trabajo y las estrategias adoptadas para gestionarlo. Para esto, se organizaron cuatro grupos focales en cuatro centros de negocios con financiamiento público. Los análisis revelaron que el trabajo de los asesores/as requiere demandas de apoyo y contención emocional que están por fuera de su rol y competencias profesionales, lo cual tiene consecuencias negativas para su trabajo y su salud mental. Estas exigencias les hicieron desplegar una serie de estrategias individuales y grupales para disminuir los efectos negativos del trabajo emocional. Dentro de las estrategias individuales se observaron: establecer límites con los clientes, regular expectativas sobre las asesorías, desarrollar un endurecimiento emocional, practicar el autocuidado a través de la autoexploración emocional y, en algunos casos, buscar ayuda profesional de psicólogos/as. Como estrategia grupal, se observó el apoyo y la contención de los miembros de los equipos, los cuales, a su vez, facilitaban la derivación de clientes con situaciones complejas a asesores/as con más experiencia. Estos resultados muestran el carácter invisibilizado del trabajo emocional en la asesoría de negocios a emprendimientos y microempresas, como también la importancia de reconocerlo y gestionarlo como parte de los riesgos laborales para prevenir sus efectos en trabajadores y en las organizaciones.

Abstract Emotional labor is a multidimensional concept that includes the interactions between emotional requirements of the jobs, how emotions are expressed and the regulation strategies that it entails. In the last decades it has increased its importance due to its rising prevalence and its severe consequences for employee's health and organizational performance. Within this context, the present study seeks to address the different components of emotional labor and its effects on business consulting advisors for Chilean entrepreneurs and microenterprises, working in public-funded small business development centers. In doing so, four focus groups were carried out in four small business development centers located in Santiago of Chile. Analyses revealed that mentoring entrepreneurs and micro-enterprises is more complex than it appears, showing that advisors must provide support and comfort to their clients to succeed in their job goals. These demands go beyond their work role and exceed their competencies, which negatively impacts job performance and mental health of business advisors. In order to cope with the job demands, business advisors display several individual and collective strategies. As part of the individual strategies, the following was found: establishing boundaries with clients, regulating clients' expectations of the mentoring sessions, developing "emotional hardening", practicing self-care throughout emotional self-exploration, and in some cases, looking for psychological counseling. Interestingly, the term "emotional hardening" matches the definition of the superficial strategy formulated by Alicia Grandey, in which employees simulate or perform the emotion required by a job without changing their inner selves. Vast evidence has demonstrated that the use of this strategy is associated with serious health consequences for employees, therefore, this finding may be considered as a warning sign for the small business development centers. As a collective strategy, business advisors rely on their work teams. Specifically, advisors look for support and comfort from their co-workers and when confronted with complex clients the team referrers them to more experienced advisors. In addition, analyses showed other aspects that hinder the work of business advisors, such as the high amount and diversity of job tasks that are asked from business advisors, combined with several deadlines coming from government institutions and the centers. Furthermore, woman business advisors expressed they face more obstacles at work compared to their male co-workers, most of these obstacles are related to a gender-based discrimination coming from some clients, who doubt their expertise and competences as female advisors, and prefer to deal with male advisors. Overall, results aligned with the literature on emotional labor, showing that emotional labor is characterized by being a secondary and veiled issue in mentoring entrepreneurs and micro-enterprises. Furthermore, using the strategies revealed that emotional labor involves visible processes but also intrapsychic processes that led to a decrease in employees' resources and energy. Considering the effects of emotion labor in the context of business advisory, our results may help to strengthen the main Chilean strategy, and a well-known international program, to promote the development of entrepreneurs and microenterprises. This is even more relevant in the context of the social and employment crisis that Chile and most of the countries undergo, where entrepreneurship (formal and informal) has emerged as the main alternative to cope with unemployment. In conclusion, despite the long tradition of research on emotional labor and its serious consequences, it remains an invisible and secondary process within organizations. This research highlights the importance of identifying and managing emotions as a nuclear part of the job of business consulting advisors for Chilean entrepreneurs and microenterprises.

Trabalho emocional e engajamento no trabalho em policiais militares: mediação da identidade profissional / Emotional labor and work engagement in military police: mediation of professional identity / Trabajo emocional y engagement en el trabajo en policías militares: mediación de la identidad profesional

Policiais Militares que atuam nas ruas lidam com demandas emocionais da população, de suspeitos, criminosos e de vítimas e isso afeta o uso de estratégias de regulação emocional e o engajamento no trabalho. Este estudo testou a mediação da identidade profissional do PM na relação entre trabalho emocional (demandas e estratégias) e o engajamento. Participaram do estudo 302 policiais militares. Os instrumentos utilizados foram: Emotional Labour Scale, Emotion Work Requirements Scale, Utrecht Work Engagement Scale, e a Escala Trifatorial da Identidade Social. Os resultados apontaram que a identidade profissional medeia a relação entre as demandas de expressão de emoções positivas, ação profunda e ação superficial com o engajamento, confirmando as três hipóteses levantadas nesse estudo. Conclui-se que a identidade profissional pode funcionar como um recurso pessoal do PM com efeitos positivos no trabalho, quando o trabalhador tenta mudar seus sentimentos internos para atender demandas emocionais do público com quem interage.

Military policemen working on the streets deal with emotional demands of the population, suspects, criminal and victims and this affect their emotion regulation strategies and work engagement. This study tested the mediation of professional identity in the relation between emotional work (demands and strategies) and work engagement. 302 military policemen participated in this study. The instruments were the Emotional Labour Scale, Emotion Work Requirements Scale, Utrecht Work Engagement Scale, and Trifactorial Social Identity Scale. Result indicates mediation effect of professional identity over the effect of work engagement on demands of expression of positive emotions, deep action and superficial action emotional work strategy, confirming the three hypotheses elaborated in this study. It is concluded that professional identity might work as a personal resource of military policemen with positive effects on work, when the worker tries to change his internal feelings to attempt emotion demands of the public.

La policía militar que trabajan en las calles maneja las demandas emocionales de la población, sospechosos, delincuentes y víctimas con efectos sobre el uso de estrategias de trabajo emocional y engagement en el trabajo. Este estudio probó la mediación de la identidad profesional en la relación entre trabajo emocional (demandas y estrategias) y el engagement. Participaron del estudio 302 policías militares. Los instrumentos utilizados fueron: Emotional Labour Scale, Emotion Work Requirements Scale, Utrecht Work Engagement Scale, y la Escala Trifatorial da Identidade Social. Los resultados apuntaron que el efecto mediador de la identidad profesional sobre el engagement ocurre para las demandas de expresión de emociones positivas, acción profunda y acción superficial, confirmando las tres hipótesis elaboradas. Se concluye que la identidad puede funcionar como un recurso personal del policía con efectos positivos en el trabajo, cuando el trabajador intenta cambiar sus sentimientos internos para satisfacer las demandas emocionales del público.

Translation, adaptation and exploration of psychometric properties of the Emotional Labor Scale (ELS) in a sample of psychologists / Tradução, adaptação e exploração das propriedades psicométricas da Escala de Emoções no Trabalho (EET) em uma amostra de psicólogos / Traducción, adaptación y exploración de las propiedades psicométricas de la Escala de Trabajo Emocional (ETE) en una muestra de psicólogos

Emotional labor is a worker's effort in regulating his or her emotions in an attempt to express socially desired emotions within the sphere of his or her profession. This study analyzed the adequacy of the original factor model of the Emotional Labor Scale (ELS) proposed by Brotheridge and Lee (2003), which assesses the duration, the frequency, the intensity, the variability, the depth and the superficiality of emotions in the workplace. The study comprised a sample of 518 psychologists from the state of Rio Grande do Sul, Brazil. Data was subjected to Confirmatory Factor Analysis, showing that the best fit indices were found in the distribution of four factors: frequency, intensity, variability and emotion regulation. Regarding reliability, satisfactory indices were found, ranging from .67 to .84. Thus, the instrument is suitable for the assessment of emotional labor, allowing subsidizing promotion and prevention interventions for emotional management.

O trabalho emocional diz respeito ao esforço do trabalhador em regular suas emoções na tentativa de expressar emoções socialmente desejadas no âmbito da sua profissão. Este artigo analisou a adequação do modelo fatorial original da Escala de Emoções no Trabalho (ETE) proposta por Brotheridge e Lee (2003), que avalia a duração, a frequência, a intensidade, a variabilidade, a profundidade e a superficialidade das emoções no contexto de trabalho. Participaram do estudo 518 psicólogos do estado do Rio Grande do Sul. Foi realizada Análise Fatorial Confirmatória, a qual demonstrou que os melhores índices de ajustamento foram encontrados na distribuição em quatro fatores: frequência, intensidade, variabilidade e regulação emocional. Quanto à fidedignidade, foram encontrados índices satisfatórios, variando de 0,67 a 0,84. Assim, o instrumento é indicado para a avaliação do trabalho emocional, permitindo subsidiar intervenções de promoção e prevenção da gestão emocional.

El trabajo emocional se refiere al esfuerzo del trab ajador en regular sus emociones en lo intento de expresar emociones socialmente deseadas en el ámbito de su profesión. Este artículo analizó la adecuación del modelo factorial original de la Escala de Emociones en el Trabajo (EET) propuesta por Brotheridge y Lee (2003), que evalúa la duración, la frecuencia, la intensidad, la variabilidad, la profundidad y la superficialidad de las emociones en el contexto de trabajo. Participaron del estudio 518 psicólogos del estado del Rio Grande do Sul, Brasil. Fue realizada Análisis Factorial Confirmatoria, la cual demostró que los mejores índices de ajustamiento fueron encontrados en la distribución en cuatro factores: frecuencia, intensidad, variabilidad y regulación emocional. Cuanto a la fiabilidad, fueron encontrados índices satisfactorios, variando de .67 a .84. Así, el instrumento es indicado para la evaluación del trabajo emocional, permitiendo subsidiar intervenciones de promoción y prevención de la gestión emocional.

El trabajo emocional desde una perspectiva clarificadora tras treinta años de investigación / The Emotional Work from a Clarifying Perspective after Thirty Years of Research

El presente trabajo tiene como objetivo el análisis del concepto de "trabajo emocional". Específicamente, a través de un enfoque integrador, se pretende clarificar a qué hace referencia el trabajo emocional y diferenciarlo de conceptos con los que comúnmente se relaciona en la literatura existente. Además, se analiza una de las últimas propuestas sobre cómo se podría producir el trabajo emocional aplicado al contexto de las organizaciones de servicios. Por último, se analizan los antecedentes que la literatura señala como aspectos potenciales para la aparición del trabajo emocional y las consecuencias que éste puede ocasionar en los resultados organizacionales, como es la calidad de servicio y en la salud psicosocial de los trabajadores.

This paper aims to analyze the concept of Emotional Work. Specifically, through an integrated approach, it is intended to clarify what is Emotional Work and differentiate concepts that are commonly associated in the literature. Also, one of the latest proposals on how they could produce the Emotional Work applied to the context of service organizations is analyzed. Finally, the background literature identifies as potential issues for the appearance of emotional labor and the consequences it can have on organizational outcomes, such as quality of service and the psychosocial health of workers are analyzed.

Salud mental y naturaleza del trabajo: cuando las demandas emocionales resultan inevitables / Mental health and nature of work: when the emotional demands becomes inevitable

ANTECEDENTES: el trabajo en servicios y particularmente el trabajo que involucra asistencia a personas se caracteriza por altas demandas emocionales. OBJETIVO: describir las demandas emocionales y efectos en la salud mental de trabajadores de una institución pública en Chile cuyo trabajo es particularmente demandante en el uso de las emociones. MÉTODO: con un diseño transversal, se aplicó una encuesta al 77% de los funcionarios para analizar las demandas emocionales del trabajo y un screening de distrés y síntomas depresivos. Se describen las prevalencias y las diferencias de éstas en función de algunas dimensiones sociodemográficas y laborales. Posteriormente se analiza la asociación entre la exposición a las demandas emocionales y la chance de presentar síntomas depresivos o distrés elevado. RESULTADOS: las prevalencias encontradas son mayores a las de la población general tanto en el reporte de demandas emocionales del trabajo como en los resultados de salud mental. CONCLUSIÓN: se comprueba la hipótesis de que la índole de la tarea que expone a altas demandas emocionales tiene efectos negativos en la salud mental. Dado lo anterior, la preocupación por la salud mental de personas que se desempeñan en trabajos de esta naturaleza debe ser un tema prioritario y, en consecuencia, se requieren medidas diligentes para prevenir la aparición de problemas de salud mental...

BACKGROUND: work in services and particularly work that involves assisting persons is characterized by high emotional demands. OBJECTIVE: To describe the emotional demands and effects on the mental health of workers at a public institution in Chile whose work is particularly demanding in the use of emotions. METHOD: In a cross-sectional design, a survey was applied to 77% of the institution's staff. The survey included an emotional demands scale and a screening of distress and depressive symptoms. Prevalences and differences based on several demographic and work-related dimensions were described. The association between exposure to emotional demands and the likelihood of having depressive symptoms or high distress were reported. RESULTS: Higher prevalences were found than those reported in the general population for both the emotional demands of the work and the mental health outcomes reported. CONCLUSION: the hypothesis that the nature of the work that presents high emotional demands has negative effects on mental health. Hence, concerns about the mental health of people who work in these types of jobs should be a priority, and therefore, diligent measures are necessary to prevent the onset of mental health problems in these settings...

ANTECEDENTES: o trabalho em serviços e especialmente o trabalho que envolve assistência a pessoas caracteriza-se pelas altas demandas emocionais. OBJETIVO: descrever as demandas emocionais e seus efeitos na saúde mental de trabalhadores de uma instituição pública no Chile, cujo trabalho é particularmente intenso no que diz respeito ao emprego das emoções. MÉTODO: com desenho de corte transversal, aplicou-se um questionário a 77% dos funcionários da empresa, visando analisar as demandas emocionais do trabalho, assim como um screening de distress e sintomas depressivos. Descrevem-se as prevalências e as diferenças observadas em função de algumas dimensões sociodemográficas e funcionais. Posteriormente, se analisa a associação entre a exposição às demandas emocionais e a possibilidade de apresentar sintomas depressivos ou distress elevado. RESULTADOS: as prevalências encontradas são mais acentuadas que na população em geral, tanto no que diz respeito às demandas emocionais do trabalho como nos resultados relativos a saúde mental. CONCLUSÃO: corrobora-se a hipótese de que a natureza da tarefa que expõe a elevadas demandas emocionais tem efeitos negativos na saúde mental. Assim, a preocupação pela saúde mental de pessoas que desenvolvem trabalhos dessa natureza deve ser um tema prioritário e, como consequência, requerem-se medidas urgentes para prevenir o surgimento de problemas de saúde mental...

Trabalho emocional e gestão de emoções em equipes de saúde oncológicas: um estudo qualitativo / Emotional labor and emotion management in oncology health care teams: a qualitative study / Trabajo emocional y manejo de emociones en equipos de salud oncológicos: un estudio cualitativo

A representação do câncer tende a ser negativa pela ansiedade, medo, dor, perda e incerteza do diagnóstico, tratamento e acompanhamento. Os hospitais oncológicos têm características particulares em termos dos estados emocionais gerados, afetando profissionais de saúde, pacientes e familiares. Os objetivos foram compreender as percepções individuais, as representações mentais e os atributos relacionados à gestão de emoções no trabalho. Utilizando metodologia qualitativa, seis profissionais de saúde de três grupos profissionais do Instituto Português de Oncologia de Coimbra Francisco Gentil, situado em Coimbra, Portugal, foram entrevistados em 2008, com aplicação da técnica de análise de conteúdo. Os resultados mostram que elevar o nível de consciência sobre os estados emocionais, combinado com suporte de qualidade e desenvolvimento de atividades apropriadas podem contribuir para o bem-estar e a qualidade de vida dos cuidadores. Conclui-se que os resultados podem subsidiar a implementação de soluções para apoiar a regulação emocional dos profissionais de saúde.

Representations of cancer tend to be negative because of anxiety, fear, pain and loss, and the uncertainty of diagnosis, treatment and follow-up. Cancer hospitals have particular characteristics in terms of emotional states generated there, which affect the health professionals, patients and relatives who interact in them. The study objectives were to understand individual perceptions, mental representations and attributes relating to management of emotions at work. Using a qualitative methodology, six health care professionals from three professional groups at the Francisco Gentil Portuguese Institute of Oncology, in Coimbra, Portugal, were interviewed in 2008, and content analysis echnique was applied. The results show that raising levels of awareness about emotional states, combined with quality support and appropriate activities, can contribute to caregivers’ well-being and quality of life. It was concluded thatthe results can inform the implementation of solutions to support health professionals emotional self-regulation.

La representación del cáncer tiende a ser negativa debido a la ansiedad, miedo, dolor, pérdida y incertidumbre del diagnóstico, tratamiento y seguimiento. Hospitales de cáncer tienen características particulares en términos de los estados emocionales generados, afectando profesionales de salud, pacientes y familiares. Los objetivos fueron conocer las percepciones individuales, las representaciones mentales y los atributos relacionados con la gestión de las emociones en el trabajo. Utilizando una metodología cualitativa, seis profesionales de la salud de tres grupos profesionales del Instituto Português de Oncologia de Coimbra Francisco Gentil, situado em Coimbra, Portugal, fueron entrevistados em 2008 con la aplicación de la técnica de análisis de contenido. Los resultados muestran que el aumento del nivel de conciencia de los estados emocionales, combinado con el apoyo de calidad y el desarrollo de actividades apropiadas pueden contribuir para el bienestar y la calidad de vida de los cuidadores. Se concluye que los resultados pueden subsidiar la implementación de soluciones para apoyar la regulación emocional de los profesionales de salud.

El constructo de trabajo emocional en un grupo de trabajadores/as de la salud venezolanos/as: validación preliminar / The emotional labor construct in a group of venezuelan health workers: preliminary validation

El objetivo de la presente investigación fue adaptar y validar el cuestionarioTrabajo Emocional (TREMO) realizado por Moreno-Jiménez, Gálvez y Garrosa (Moreno-Jimenez et al. 2004) en su versión corta de 20 ítems. Este constructo se relaciona con la carga emocional, la valencia y la variedad de la misma, así como su relación con las características del puesto de trabajo y con aspectos organizacionales como la cultura organizacional. Se aplicó el cuestionario en un grupo de trabajadores de la salud (N = 182) obteniéndose valores de fiabilidad adecuados; se sometió a un análisis factorial y se obtuvo 5 factores que explican el 56.97 por ciento total de la varianza. Los resultados confirman las dimensiones de la escala original. Es importante resaltar que es la primera aproximación al estudio de este constructo en una población trabajadora venezolana.

The objective of this investigation was to adapt and validate the EmotionalLabor (TREMO) questionnaire made by Moreno-Jiménez, Gálvez y Garrosa (Moreno-Jiménez, et al. 2004) in their short version of 20 items. This construct is related to the emotional load, its valence and variety as well as its relation with the characteristics of the job and with organizational aspects such as the organizational culture. The questionnaire was applied to a group of health professionals (N= 182), from which appropriate reliability values were obtained. They were subjected to a factorial analysis, obtaining 5 factors that explain the 56.97 percent of the total variance. The results confirm the dimensions of the original scale. It is important to highlight that this is the first approach to the study of this construct in a workers population in Venezuela.

Emociones y salud en el trabajo: análisis del constructo "trabajo emocional" y propuesta de evaluación / Emotions and health in work settings: analyses of the emotional labour construct and development of a questionnaire

El Trabajo Emocional (TE) es un constructo multidimensional que alude a la carga emocional, la valencia de la misma, su variedad y a su relación con el puesto de trabajo o con la cultura organizacional, así como con la efectividad del desempeño y el bienestar del trabajador. El objetivo de la presente investigación es el estudio y análisis del constructo de TE, así como la propuesta de un instrumento para su evaluación, recogiendo no sólo las dimensiones clásicas del constructo (i.e. disonancia emocional), sino también aquellos aspectos directamente vinculados con normas organizacionales del TE. Con una población española de cajeras (N=458), los análisis de fiabilidad, validez factorial y criterial, mostraron resultados psicométricos adecuados. Asimismo, dentro de la validez de criterio se refrendaron los estudios que señalan la relación entre el TE y el desgaste profesional.

Emotional Labour (EL) is a multidimensional concept, related to display positive and negative emotions, its variety and frequency, emotional requirements of job role, and to control the interaction process. These elements influence worker performance and psychological well-being. The aim of this research was to study and analysis the EL construct and it multidimensional nature as well as to develop an instrument to assess not only the classical dimensions of it (i.e. emotional dissonance) but also organizational rules that regulate emotional requirements of job roles. Results on Spanish cashiers (N=458) shown excellent psychometric data on reliability, construct, and criteria validity. As regards criteria validity, results ratify previous data related to the relation between EL and burnout.

El sentido de lo público en el trabajo a prueba de la restructuración productiva: el caso de los centros de llamadas / The meaning of public utility at workplace against the productive restructuring: a case study in call centers

En los centros de llamadas, y más generalmente como tendencia que afecta a la globalidad del mundo del trabajo desde hace unas décadas, los empleadores no parecen sólo obsesionados por la necesidad de objetivar los tiempos y los gestos del trabajo sino que parecen dar cada vez más importancia a la implicación del asalariado, a su subjetividad, para que haga un uso de su tiempo de trabajo y de sus competencias lo mas eficaz posible desde el punto de vista de la organización. Si la subjetividad entra en el punto de mira de la organización, se puede suponer que la rivalidad se desplaza también a ese terreno, al del uso subjetivo del tiempo del trabajo. Para el desarrollo de esta doble hipótesis nos apoyamos en los resultados de una investigación por inmersión que realizamos en el seno de una plataforma telefónica.

In call centers, and more generally as a tendency affecting the whole work world since a few decades on, employers seem not just obsessed about the need of improving work times and work action, but they also seem to give more importance to the employee implication and his/her subjectivity, in order to make the worker use of his/her working time and abilities in the most efficient way from the point of view of the company. When personal subjectivity becomes a target for the company, we can suppose that also rivalry moves to the of the subjectivity working time. In order to develop this double assumption, we base our article on some conclusions obtained from an immersion research fulfilled in a telephone platform.