Management Assistant City of Los Angeles/Office of the City Administrative Officer Simi Valley, California
Regulating emotions is part of every day life, but as public safety telecommunicators it is a requirement of the job. This type of emotional regulation is referred to as emotional labor. There are two types of strategies typically used: surface acting, which involves faking your feelings, and deep acting, which is when you change your inner feelings to match your exterior ones. Both strategies can have positive and negative outcomes to an employee's well-being. Through role-playing scenarios this session will recommend techniques to mitigate the impact of emotional labor in the dispatch center.
Learning Objectives:
Participants will understand the definition of emotional labor, which is the regulation of emotions in the workplace that require the employee to display acceptable emotions established by their organization.
Participants will understand the definitions of surface acting and deep acting and how they are displayed through our voice and choice of words.
Participants will learn several techniques to utilize surface acting and deep acting, and understand that a balance of both is the best strategy for lowering the impact of emotional labor.
