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- Emotional Dissonance and Coping Strategies According to the Emotional Processing Type of Call Center Counselors
- SoonJin Choi, HaeYoun Choi
- STRESS. 2024;32(3):153-160. Published online September 30, 2024
- DOI: https://doi.org/10.17547/kjsr.2024.32.3.153
- 2,166 View
- 33 Download
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Abstract
PDF - Background
This study explored the emotional processing types of call center counselors and examined the differences in emotional dissonance and related adaptation indicates of coping strategies, emotional exhaustion and work performance orientation according to the types.
Methods
A total of 271 call center agents (204 females, 67 males; mean age 36.5) participated in the study. Latent class analysis of emotional awareness, emotional expression, ambivalence over emotional expression were conducted. Analysis of variance(ANOVA) was used to examine differences in adaptation indicators according to emotion processing type.
Results
Emotional processing types were categorized into Clear(CG), Passive(PG) Repressive(RG) groups. The CG showed low emotional dissonance, good adaptation indicates and functional coping strategies whereas results for the RG type revealed the opposite.
Conclusions
By distinguishing between emotional processing types, this study found that emotional processing type is more closely correlated with burnout and work performance orientation than emotional dissonance itself.
- The Mediating Effect of Cognitive Flexibility in the Relationship between Emotional Clarity and Emotion Regulation: Comparison of Self-Reported and Task Measurement of Cognitive Flexibility
- Soomin Kim, Myoung-Ho Hyun
- STRESS. 2018;26(3):159-165. Published online September 30, 2018
- DOI: https://doi.org/10.17547/kjsr.2018.26.3.159
- 6,272 View
- 107 Download
- 3 Citations
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Abstract
PDF
Background: This study investigates the function of cognitive flexibility in the relationship between emotional clarity and emotion regulation and examines the differential effect between belief and ability for cognitive flexibility on them.
Methods: The 151 participants respond to the questionnaires measuring emotional clarity, emotion regulation, and cognitive flexibility, which is also measured by task reflecting on real ability.
Results: Data from this study show that self-reported cognitive flexibility mediates the effect of emotional clarity on emotion regulation. Cognitive flexibility measured by task has no mediating effect on them.
Conclusions: These results suggest the cognitive flexibility play a role in the mechanism linking emotional clarity to emotion regulation and belief of own’s ability to cope flexibly is more important than real ability. Finally, this paper includes implications, limitations, and suggestions for the future study.
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Citations
Citations to this article as recorded by
- Cognitive Flexibility as a Mediator Between Nature Relatedness and Emotion Appraisal Among Adolescents
V.R. Akshayalakshmi, M. Vinothkumar
Ecopsychology.2024; 16(3): 219. CrossRef - Erken Doğum Sonrası Dönemdeki Kadınların Bilişsel Esneklik ve Bilişsel Duygu Düzenleme Durumlarının Annelik Rolü Üzerine Etkisi: Kesitsel Web Tabanlı Bir Çalışma
Habibe Bay Özçalık, Süreyya Kılıç, Sema Dereli Yılmaz
Turkish Journal of Family Medicine and Primary Care.2024; 18(3): 346. CrossRef - An Intervention Program Targeting Daily Adaptive Skills Through Executive Function Training for Adults with Autism Spectrum Disorder: A Pilot Study
Joo Hyun Kim, Young Ah Kim, Da-Yea Song, Hwi Bin Cho, Han Bit Lee, Ji Hye Park, Jung In Lim, Min Hee Hong, Paul Kyuman Chae, Hee Jeong Yoo
Psychiatry Investigation.2021; 18(6): 513. CrossRef
- Cognitive Flexibility as a Mediator Between Nature Relatedness and Emotion Appraisal Among Adolescents
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