Linking emotion regulation strategies to affective events and negative emotions at work

This study examined the use of specific forms of emotion regulation at work, utilizing Gross’s [Gross, J. J. (1998). The emerging field of emotion regulation: An integrative review. Review of General Psychology 2, 271–299] process-based framework of emotion regulation as a guiding structure. In addition to examining employee self-reported usage of these emotion regulation strategies, we assessed the types of discrete negative emotions and negative affective events associated with their use. Results demonstrated that employees reported using a wide variety of emotion regulation strategies, and that each strategy tended to align with a distinct set of discrete negative emotions and affective events. These findings support expanding the focus of emotion regulation strategies at work beyond the deep acting (i.e., changing feelings) and surface acting (i.e., changing expressions) distinction. The results also suggest that focusing on specific strategies, rather than categories of emotion regulation, could enhance understanding of how employees manage their emotions at work.     

Teachers’ emotions and emotion management: integrating emotion regulation theory with emotional labor research

While the similarities between emotion regulation (Gross in J Personal Soc Psychol 74:224–237, 1998a) and emotional labor (Hochschild in The managed heart: commercialization of human feeling. University of California Press, Berkeley, 1983) have been theoretically discussed, empirical research on their relation is lacking. We examined the relations between the two constructs as well as their relations with teachers’ discrete emotions in a sample of 189 secondary school teachers. The results showed that reappraisal correlated positively with deep acting, whereas suppression correlated positively with surface acting. The findings further suggest that reappraisal and deep acting are linked to experiencing positive emotions, whereas suppression and surface acting are linked to experiencing negative emotions. However, there also were some differences in how emotion regulation and emotional labor were related to teachers’ discrete emotional experiences. Specifically, reappraisal and deep acting strategies were positively related to enjoyment; in addition, deep acting was negatively related to negative emotions such as anxiety, anger, and frustration. By contrast, suppression and surface acting strategies were positively associated with negative emotions (i.e., suppression with anxiety; surface acting with anxiety, anger, and frustration), and surface acting was negatively associated with the positive emotion enjoyment. Implications for integrating research on teachers’ emotion regulation and emotional labor are discussed.     

Healthy and unhealthy emotion regulation: personality processes, individual differences, and life span development

Abstract Individuals regulate their emotions in a wide variety of ways. Are some forms of emotion regulation healthier than others? We focus on two commonly used emotion regulation strategies: reappraisal (changing the way one thinks about a potentially emotion‐eliciting event) and suppression (changing the way one responds behaviorally to an emotion‐eliciting event). In the first section, we review experimental findings showing that reappraisal has a healthier profile of short‐term affective, cognitive, and social consequences than suppression. In the second section, we review individual‐difference findings, which show that using reappraisal to regulate emotions is associated with healthier patterns of affect, social functioning, and well‐being than is using suppression. In the third section, we consider issues in the development of reappraisal and suppression and provide new evidence for a normative shift toward an increasingly healthy emotion regulation profile during adulthood (i.e., increases in the use of reappraisal and decreases in the use of suppression).     

员工负性情绪对情绪劳动策略的影响

情绪劳动指的是员工在工作中按照组织的要求来调节自己的情绪感受和表达, 是服务行业普遍关注的问题。本研究基于自我调节理论(Self-Regulation Theory), 探讨了员工个体内负性情绪对情绪劳动策略的影响效应, 以及个体间水平上员工工作年限和情绪智力对该效应的跨层次调节作用。通过分析收集自210名呼叫中心员工14个工作日的追踪数据, 本研究发现员工每天的负性情绪显著抑制了深层动作; 工作年限和情绪智力显著调节了个体内负性情绪对情绪劳动策略的影响效应。数据分析结果支持了情绪劳动的研究中自我调节理论的作用, 本研究也据此讨论了理论意义和实践应用价值。     

Antecedent-Focused Emotion Regulation,Response Modulation and Well-Being

The aim of the research was to examine the full range of emotion regulation strategies proposed by the Gross and John (Journal of Personality and Social Psychology 85:348–362, 2003; John, O. P., & Gross, J. J. (2007). Individual differences in emotion regulation. In J. J. Gross (Ed.), Handbook of emotion regulation (pp. 351–372). New York: Guilford) process model of emotional regulation. Seventy-three participants from Australia provided information on their use of emotion regulation strategies, well-being, and emotional intelligence. As predicted by the process model of emotional regulation, antecedent focused regulation strategies were associated with greater well-being. Response-modulation strategies predicted no additional variance in well-being beyond antecedent-regulation strategies. In contrast to past research on the selected response modulation strategy of suppression, in the present research response modulation was not associated with negative well-being outcomes. Individuals higher in emotional intelligence showed more antecedent-focused regulation, a finding congruent with model-based predictions.     

资质过剩感影响组织公民行为的情绪路径

本研究从员工情绪以及情绪调节的视角,考察了资质过剩感对员工组织公民行为的影响机制。通过对534名企事业员工的问卷调查数据进行分析,结果表明:员工的资质过剩感对其组织公民行为具有显著的消极作用;工作愤怒在资质过剩感与员工组织公民行为之间起部分中介作用;不同的情绪调节方式对员工资质过剩感与其工作愤怒的正向关系有不同的调节作用,认知重评方式有助于缓解资质过剩感对愤怒以及组织公民行为的消极影响,而表达抑制方式的调节作用恰恰相反。这一研究结果表明了情绪调节在工作领域中所发挥的作用,具有一定理论意义与实际价值。     

Interpersonal Process of Emotional Labor: The Role of Negative and Positive Customer Treatment

Emotional labor refers to the process of regulating both feelings and expressions in response to the display rules for promoting organizational goals. Existing literature has provided strong evidence for the impact of emotional labor (i.e., surface acting and deep acting) on service employees’ emotional exhaustion. However, the empirical examination of the mechanisms underlying this association is largely missing from prior research. Drawing on the social interaction model of emotion regulation, this article reported 2 daily diary studies examining the role of customer treatment toward employees in channeling emotional labor's impact on employee emotional well‐being. Specifically, Study 1 measured emotional labor at the between‐person level as habitual emotional regulation strategies used by service employees, and Study 2 measured emotional labor at the within‐person level to capture its fluctuations. Results showed that employees engaging in more surface acting were more likely to receive negative treatment from customers, which in turn increased their negative affect and emotional exhaustion. Further, employees engaging in more deep acting were more likely to receive positive treatment from customers, which in turn increased their positive affect. Implications and limitations of these findings were discussed.     

Experiential avoidance as a generalized psychological vulnerability: comparisons with coping and emotion regulation strategies

Extending previous work, we conducted two studies concerning the toxic influences of experiential avoidance (EA) as a core mechanism in the development and maintenance of psychological distress, and disruption of pleasant, engaging, and spontaneous activity. Of particular interest was whether EA accounted for relationships between coping and emotion regulation strategies on anxiety-related pathology (Study 1) and psychological distress and hedonic functioning over the course of a 21-day monitoring period (Study 2). In Study 1, EA mediated the effects of maladaptive coping, emotional responses styles, and uncontrollability on anxiety-related distress (e.g., anxiety sensitivity, trait anxiety, suffocation fears, and body sensation fears). In Study 2, EA completely mediated the effects of two emotion regulation strategies (i.e., suppression and reappraisal) on daily negative and positive experiences and was associated with diminished daily positive affective experiences and healthy life appraisals, diminished frequency of positive events and more frequent negative life events, and greater negative affective experiences. The present data show that cognitive reappraisal, a primary process of traditional cognitive-behavior therapy, was much less predictive of the quality of psychological experiences and events in everyday life compared with EA. Further consideration of experiential avoidance as a generalized diathesis and toxic process will be useful in improving our understanding of the etiology, phenomenology, and treatment of anxiety conditions, general human suffering, and disruptions in hedonic capacity.     

Individual Differences in Emotion Regulation,Emotional Experiences at Work,and Work‐related Outcomes: A Two‐Study Investigation

The relationships among individual differences in emotion regulation (i.e., habitual tendencies to use reappraisal vs. suppression), employee emotions at work, and job performance and satisfaction were examined with 2 samples. Results indicated that reappraisal was positively associated with positive emotions and negatively associated with negative emotions. However, different from prior research, no emotional correlates were found for suppression. Further, it was found that job satisfaction was positively associated with positive emotions and negatively associated with negative emotions. Self‐rating of job performance was positively related to positive emotions, but was not significantly related to negative emotions.     

On the dynamics of implicit emotion regulation: Counter-regulation after remembering events of high but not of low emotional intensity

Valence biases in attention allocation were assessed after remembering positive or negative personal events that were either still emotionally hot or to which the person had already adapted psychologically. Differences regarding the current state of psychological adjustment were manipulated experimentally by instructing participants to recall distant vs. recent events (Experiment 1) or affectively hot events vs. events to which the person had accommodated already (Experiment 2). Valence biases in affective processing were measured with a valence search task. Processes of emotional counter-regulation (i.e., attention allocation to stimuli of opposite valence to the emotional event) were elicited by remembering affectively hot events, whereas congruency effects (i.e., attention allocation to stimuli of the same valence as the emotional event) were obtained for events for which a final appraisal had already been established. The results of our study help to resolve conflicting findings from the literature regarding congruent vs. incongruent effects of remembering emotional events on affective processing. We discuss implications of our findings for the conception of emotions and for the dynamics of emotion regulation processes.     

情绪调节灵活性对负性情绪的影响：来自经验取样的证据

情绪调节灵活性是指个体根据不断变化的情境需求灵活部署情绪调节策略的能力。本研究采用经验取样方法,通过拟合个体在日常生活事件(如,未通过考试)和突发公共卫生事件(COVID-19)中的策略使用剖面结构和情境负性程度与策略使用程度的共变关系测量个体的情绪调节灵活性水平,并探讨其对个体后续负性情绪(抑郁和焦虑)的影响。两个独立样本结果表明：单一策略使用偏好(如沉浸偏好和表达抑制偏好)的个体在负性生活事件中和疫情期间经历了更高水平的抑郁和焦虑情绪。此外,当个体随情境负性程度提高使用更多分心策略,而随情境负性程度降低使用更多认知重评策略(意味较高的情绪调节灵活性),其抑郁和焦虑情绪水平更低。以上结果共同证实了情绪调节灵活性有利于减少个体的负性情绪体验。     

Subjective impact, meaning making, and current and recalled emotions for self-defining memories

Two studies examined the impact of self-defining events on individuals (i.e., subjective impact), meaning making with regard to these events, and how subjective impact may account for the pattern of current and recalled emotions for these self-defining memories (Singer & Moffitt, 1991-1992). In Study 1, participants recalled self-defining memories, indicating how much impact the recalled events have had on them and described meaning making for these events. Subjective impact was shown to be a good marker for meaning making. Participants in Study 2 each recalled five self-defining memories, reporting their current emotions about the events, the emotions they recalled feeling at the time, and the impact the events have had on them. As expected, for negative memories, people reported less negative emotion (e.g., sadness) and more positive emotion (e.g., pride) compared to how they recalled feeling at the time. For positive memories, people reported equally intense positive emotion (e.g., love) and less negative emotion (e.g., fear) compared to how they recalled feeling at the time. These patterns of current and recalled emotions were accounted for by impact ratings.     

Service with style and smile. How and why employees are performing emotional labour?

IntroductionThree main emotion regulation strategies (naturally felt emotions, reappraisal and emotion suppression) have been identified among customer service agents. Each has an important impact on employees’ attitudes. Yet, employees are likely to combine these strategies in what we call emotion regulation styles.ObjectivesTwo studies aimed at identifying the emotion regulation styles used by customer service employees and at linking these styles to organizational consequences and motivation to perform emotional labour.MethodTwo studies (n₁ = 147 and n₂ = 195) evaluated the use of these strategies. Measures of job attitudes (satisfaction, affective commitment and intention to quit) were taken, as well as measures of motivation to perform emotional labour.ResultsSix styles were identified; four were common to both studies. Globally, employees classified as suppressors (use of emotion suppression only) or as non-regulators (no strategy used) reported lower levels of job satisfaction and affective commitment toward their organization compared to employees who used a flexible style (use of all three strategies) or an authentic style (use of reappraisal and expression of the naturally felt emotions). Employees adopting an acting style (use of emotion suppression and reappraisal) or a reappraising style (marked by preferential use of reappraisal) obtained results located between the non-regulating and the suppressing styles on one hand, and the authentic and the flexible styles on the other hand. Employees adopting a suppressing or a non-regulating style also manifested lower levels of motivation to regulate their emotions.ConclusionResults suggest that employees use a dynamic range of styles, which differ in their associated consequences.     

不同抑郁症状青少年日常情绪调节策略使用的差异

为了考察无抑郁、阈下抑郁和抑郁青少年日常情绪调节策略使用的差异,采用流调中心用抑郁量表和青少年日常情绪调节问卷测量了766名青少年的抑郁症状及其情绪调节策略使用。结果发现：青少年抑郁症状越多,使用认知重评越少,使用认知沉浸、表达抑制和表达宣泄越多。当调节积极情绪时,青少年抑郁症状越多,使用认知重评越少,使用认知沉浸和表达抑制越多,但使用表达宣泄无显著差异;当调节消极情绪时,青少年抑郁症状越多,使用认知重评越少,使用认知沉浸、表达抑制和表达宣泄越多。并且,阈下抑郁青少年的情绪调节策略使用均介于无抑郁和抑郁青少年之间。结果表明,青少年抑郁症状越多,使用认知重评等适应性情绪调节策略越少,使用认知沉浸等非适应性情绪调节策略越多,但具体情绪调节策略的使用可能会受所调节情绪效价的影响。同时,相比无抑郁和抑郁青少年,阈下抑郁青少年的情绪调节策略使用更具识别和干预的价值。     

The brain basis of emotion: a meta-analytic review

Researchers have wondered how the brain creates emotions since the early days of psychological science. With a surge of studies in affective neuroscience in recent decades, scientists are poised to answer this question. In this target article, we present a meta-analytic summary of the neuroimaging literature on human emotion. We compare the locationist approach (i.e., the hypothesis that discrete emotion categories consistently and specifically correspond to distinct brain regions) with the psychological constructionist approach (i.e., the hypothesis that discrete emotion categories are constructed of more general brain networks not specific to those categories) to better understand the brain basis of emotion. We review both locationist and psychological constructionist hypotheses of brain-emotion correspondence and report meta-analytic findings bearing on these hypotheses. Overall, we found little evidence that discrete emotion categories can be consistently and specifically localized to distinct brain regions. Instead, we found evidence that is consistent with a psychological constructionist approach to the mind: A set of interacting brain regions commonly involved in basic psychological operations of both an emotional and non-emotional nature are active during emotion experience and perception across a range of discrete emotion categories.     

Emotion regulation and emotional information processing: The moderating effect of emotional awareness

The aim of this study was to examine the moderating role of emotional awareness in the relationship between emotion regulation strategies and emotional information processing. A total of 120 female students regulated emotions while watching an unpleasant film. Before and after emotion induction, participants completed a set of tasks that required matching facial expressions. The results demonstrated that participants who were high in emotional awareness showed a significantly smaller increase in error responses (i.e., incorrect matches) than participants who were low in emotional awareness. However, this effect was observed only in suppression (i.e., inhibition of an emotionally expressive behavior), masking (i.e., emotion experienced with a happy expression) and control (i.e., no regulation) conditions. Among reappraisers, who were instructed to adopt a neutral attitude toward the film, regardless of whether they were high or low in emotional awareness, there was not a significant increase in error responses. This study shows that the potentially damaging impact of negative emotions on the processing of emotional information can be prevented by a high emotional awareness or with the implementation of reappraisal as an emotion regulation strategy.     

COVID-19 and Its Lockdown in Belgium: How Limited Access to Environmental Satisfaction Impacts Emotions?

The COVID-19 pandemic has been shown to induce several psychological consequences (e.g., increases in anxiety and stress). Accordingly, it seems relevant to investigate how individuals cope with their emotions. Indeed, when facing negative emotions, individuals need to rely on adaptive emotion regulation strategies to alleviate their negative impacts (e.g., decrease in quality of life, increase in sleep disturbances). Moreover, lockdown’s measures led to a restriction of the access to activities which, in turn, might have decreased the “environmental satisfaction”. Then, this research investigates the pandemic’s psychological impacts on emotions and regulation strategies, intolerance of uncertainty, and environmental satisfaction. Our approach’s originality relies on comparing one’s actual psychological functioning (i.e., since the pandemic) to one’s general psychological functioning (i.e., before the pandemic). This study also assesses the relationships between both negative and positive emotions and (1) emotion regulation strategies, (2) intolerance of uncertainty and, (3) environmental satisfaction since the pandemic and its lockdown. The total sample comprised 948 adults from the general population. Results show that, since the pandemic, individuals experience higher levels of negative emotions, lower levels of positive emotions and environmental satisfaction. They also tend to worry less and to resort to acceptance more often. Also, environmental satisfaction is the most important predictor of both negative emotions and positive ones. Overall, findings confirm previous ones and seem to indicate that environmental satisfaction should be addressed more thoroughly.     

Social anxiety and emotion regulation in daily life: spillover effects on positive and negative social events

To minimize the possibility of scrutiny, people with social anxiety difficulties exert great effort to manage their emotions, particularly during social interactions. We examined how the use of two emotion regulation strategies, emotion suppression and cognitive reappraisal, predict the generation of emotions and social events in daily life. Over 14 consecutive days, 89 participants completed daily diary entries on emotions, positive and negative social events, and their regulation of emotions. Using multilevel modeling, we found that when people high in social anxiety relied more on positive emotion suppression, they reported fewer positive social events and less positive emotion on the subsequent day. In contrast, people low in social anxiety reported fewer negative social events on days subsequent to using cognitive reappraisal to reduce distress; the use of cognitive reappraisal did not influence the daily lives of people high in social anxiety. Our findings support theories of emotion regulation difficulties associated with social anxiety. In particular, for people high in social anxiety, maladaptive strategy use contributed to diminished reward responsiveness.     

情绪劳动策略对主动破坏行为的影响

如何开展员工情绪劳动管理,避免负面行为结果,是服务行业面对的重要问题。以788名呼叫中心员工为研究对象,本文获得的结果表明:1)表层动作显著促进主动破坏行为,而深层动作的影响不显著。2)政策强度感知显著调节表层动作与主动破坏行为间关系;当政策强度感知较低时,表层动作对主动破坏行为的正向影响更为显著。3)情感社会分享显著调节深层动作与主动破坏行为间关系;当情感社会分享水平较高时,深层动作对主动破坏行为的负向影响更为显著。本研究从资源保存视角提出工作场所开展情绪劳动管理的有效策略。     

There is more than obeying display rules: Service employees’ motives for emotion regulation in customer interactions

Although research has focused on how service employees regulate their emotions, few studies have explored why they do so. In this article, we first described which kinds of motives for emotion regulation exist in customer interactions. Second, we investigated how the motives are related to four emotion regulation strategies. The application of an explorative approach resulted in a list of 10 motives, which could be classified into the three motive categories: pleasure, prevention, and instrumental. Hierarchical linear modelling of 421 reported service interactions from a diary study revealed that the motive categories were differently related to the emotion regulation strategies. Motives of the instrumental category were only significantly positively related to surface acting. Motives of the pleasure category were positively related to deep acting and automatic regulation as well as negatively related to surface acting and emotional deviance. Motives of the prevention category were positively related to deep acting, surface acting, and emotional deviance as well as negatively related to automatic regulation. These results can be used by organizations not only to enhance the motivation of employees towards emotion regulation, but also towards more authentic emotional expressions.