Leadership as emotional labour : management and the managed heart /

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"Even if we don't realise it, most of us are now familiar with the idea of 'emotional labour'; that 'service with a smile' which everyone from cabin crew to restaurant or call centre staff is expected to give, irrespective of what they actually feel or think. This book...

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Detalles Bibliográficos
Clasificación:Libro Electrónico
Otros Autores: Iszatt-White, Marian
Formato: Electrónico eBook
Idioma:Inglés
Publicado: Abingdon, Oxon ; New York : Routledge, 2013.
Colección:Management, organizations and society (London, England) ; 20.
Temas:
Leadership > Social aspects.
Leadership > Psychological aspects.
Management > Social aspects.
Management > Psychological aspects.
Emotions.
Interpersonal relations.
Organizational behavior > Social aspects.
Service industries > Social aspects.
Leadership > Aspect social.
Leadership > Aspect psychologique.
Gestion > Aspect social.
Gestion > Aspect psychologique.
Comportement organisationnel > Aspect social.
Services (Industrie) > Aspect social.
BUSINESS & ECONOMICS > Leadership.
Emotions
Interpersonal relations
Leadership > Psychological aspects
Leadership > Social aspects
Management > Psychological aspects
Management > Social aspects
Organizational behavior > Social aspects
Service industries > Social aspects
Führung
Management
Zwischenmenschliche Beziehung
Acceso en línea:Texto completo
Tabla de Contenidos:
  • Introduction: 'Managed Heart' / Marian Iszatt-White
  • Leadership as emotional labour: so what's new? / Marian Iszatt-White
  • Leadership as emotional and compassionate labour: managing the human side of the enterprise / Joan V. Gallos
  • Getting to the 'heart' of leaders doing emotional labour: a methodological, theoretical and empirical contribution / Dalvir Samra-Fredericks
  • How leading with emotional labour creates common identities / Ronald H. Humphrey
  • 'Managed heart' of leaders: the role of emotional intelligence / Frances M. Peart, Amanda Roan and Neal M. Ashkanasy
  • Truth, authenticity and emotional labour: a practitioner's perspective / Sue Ingram and Marian Iszatt-White
  • Middle managers' emotional labour in disseminating culture change: a case study in the requirement for changing values / Sharon Turnbull
  • Valuing employees: management rhetoric, employee experiences and the implications for leadership / Marian Iszatt-White
  • Games leaders play: using transactional analysis to understand emotional dissonance / Sara Lodge
  • Conclusions: Management and the 'managed heart' / Marian Iszatt-White.

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