Hello Okey, Ray Lee and I developed the Emotional Labour Scale that might interest you. It's being fairly widely used (some of the items of the original 1998 scale are even being used in other scales!). We've refined it to separate the two components of surface acting - hiding feelings and faking emotions - since our research - especially cross culturally - showed that this distinction was important. Below is a copy of the scales. All the best, Celeste Céleste Brotheridge, Professeure Département d'organisation et ressources humaines
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þ Avant d'imprimer, pensez à l'environnement Emotional Labour Scale (Revised; ELS-R) – 2006+ In this (latest) version of the Emotional Labour Scale, items were added so that the two components of surface acting – hiding feelings and faking emotions – could be separately measured. The usefulness of doing so was demonstrated in several papers including: - Lee, R. T., Lovell, B. L., & Brotheridge, C. M. (sous presse en 2009). Tenderness and steadiness: Relating job and interpersonal demands and resources with burnout and health outcomes in Canadian physicians. Journal of Applied Social Psychology.
- Lee, R. T., & Brotheridge, C. M. (2006). Validation and extension of the emotional labour scale: Evidence from daycare workers. Présentée au congrès de EMONET, Atlanta.
Within the ELS-R, the "core" of emotional labour (i.e., deep acting and surface acting are measured as follows: Your interpersonal interactions at work Please use the following scale to indicate how frequently you engage in the following behaviors when interacting with your clients on an average day at work. Never Rarely Sometimes Often Always 1 2 3 4 5 1) Show emotions that I don't feel. 2) Make an effort to actually feel the emotions that I need to display to others. 3) Hide my true feelings about a situation. 4) Pretend to have emotions that I don't really have. 5) Really try to feel the emotions I have to show as part of my job. 6) Show emotions that are expected rather than what I feel. 7) Resist expressing my true feelings. 8) Conceal what I'm feeling. 9) Try to actually experience the emotions that I must show. DEEP ACTING – 2 5 9 HIDING FEELINGS – 3 7 8 FAKING EMOTIONS – 1 4 6
Emotional Labour Scale (Brotheridge & Lee, 2002, 2003, etc.) A typical interaction I have with a customer takes about ________________ minutes. (Duration) Never Rarely Sometimes Often Always 1 2 3 4 5 On an average day at work, how frequently do you: ______1. Display specific emotions required by your job. FREQUENCY ______2. Adopt certain emotions as part of your job. FREQUENCY ______3. Express intense emotions. INTENSITY ______4. Express particular emotions needed for your job. FREQUENCY ______5. Use a wide variety of emotions in dealing with people. VARIETY ______6. Resist expressing my true feelings. SURFACE ACTING ______7. Pretend to have emotions that I don't really feel. SURFACE ACTING ______8. Display many different emotions when interacting with others. VARIETY ______9. Make an effort to actually feel the emotions that I need to display toward others. DEEP ACTING ______10. Show some strong emotions. INTENSITY ______11. Express many different emotions when dealing with people. VARIETY ______12. Hide my true feelings about a situation SURFACE ACTING ______13. Try to actually experience the emotions that I must show. DEEP ACTING ______14. Really try to feel the emotions I have to show as part of my job. DEEP ACTING ______15. Display many different kinds of emotions. VARIETY
Emotional Labour Scale (1998 survey #2) Emotional labor scale: Items used in Study 2 (with item labels added) Never Rarely Sometimes Often Always <v:line style="Z-INDEX: 1; POSITION: absolute;" to="541.2pt,179.2pt" strokeweight=".96pt" strokecolor="#020000" o:allowincell="f" from="73.2pt,179.2pt"><w:wrap anchory="page" anchorx="page"></w:wrap></v:line><v:line style="Z-INDEX: 2; POSITION: absolute;" to="0,12pt" strokeweight=".96pt" strokecolor="#020000" o:allowincell="f" from="0,12pt"><w:wrap anchorx="margin"></w:wrap></v:line> 1 2 3 4 5 On an average day at work, how frequently do you: ______1. Display specific emotions required by your job (FREQ1). ______2. Adopt certain emotions as part of your job (FREQ2). ______3. Express intense emotions (INTEN2). ______4. Express particular emotions needed for your job (FREQ3). ______5. Resist expressing my true feelings (SURF2). ______6. Pretend to have emotions that I don't really feel (SURF3). ______7. Display many different emotions when interacting with others (<st1:stockticker>VAR</st1:stockticker>3). ______8. Make an effort to actually feel the emotions that I need to display toward others (DEEP3). ______9. Show some strong emotions (INTEN1). ______10. Express many different emotions when dealing with people (<st1:stockticker>VAR</st1:stockticker>2). ______11. Hide my true feelings about a situation (SURF1) ______12. Try to actually experience the emotions that I must show (DEEP1). ______13. Really try to feel the emotions I have to show as part of my job (DEEP 2). ______14. Display many different kinds of emotions (<st1:stockticker>VAR</st1:stockticker>1). A typical interaction I have with a customer takes about ________________ minutes (DURATION). <v:line style="Z-INDEX: 3; POSITION: absolute;" to="0,0" strokeweight=".96pt" strokecolor="#020000" o:allowincell="f" from="0,0"><w:wrap anchorx="margin"></w:wrap></v:line><v:line style="Z-INDEX: 4; POSITION: absolute;" to="468pt,.45pt" strokeweight=".96pt" strokecolor="#020000" o:allowincell="f" from="0,.45pt"><w:wrap anchorx="margin"></w:wrap></v:line>
From: AMAH, Okechukwu E. <AMAHOE@CHEVRON.COM>
Subject: [OB-LIST] Validated scale for emotional labour
To: OB@AOMLISTS.PACE.EDU
Received: Monday, September 7, 2009, 5:03 AM
All, I am working on a study on the effects of emotional labour on work attitude and work family conflict. Can any one direct me to a validated scale of emotional labour? Thanks Dr Okey Amah CNL
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