1.有效激励员工，保持积极心态

员工情绪管理对策

1.招聘、录用环节注重应聘者的情绪管理能力

在现在的人力资源管理中，招聘和录用是很重要的一环，决定了未来企业的人力资源质量。在情绪管理越来越受到重视的今天，在招聘和录用环节对应聘者进行情绪管理能力考察显得很有必要，同时随着现在人事测评技术的发展，比如情商测试，也成为可能。虽然相对于智商、空间机械能力以及运动能力等测试，情商测试在企业人力资源管理中的信度和效度尚缺乏实证，但是情商测试的理论依据是可靠的，而且情商对于个人成就的关联性已被各种实验研究所证实，因此某些情绪方面的能力在企业人力资源管理中可以进行尝试性的测评。如让被测试者身处所设定的环境里，面对一些现实性的冲突和问题，从情绪变化、语言表情等方面的情绪反应中评估其情绪管理能力等。但这种测试必须在被测试者处于无测试意识的状态中进行，不然被测试者的情绪状态真实性就会下降。

2.把行业特点、工作的物理条件和员工个人能力相匹配

前面已经提到，行业的特点和工作的物理条件对员工的情绪会产生很大影响。在实际的环境中，因为行业的性质特点是无法改变的，所以要做的就是把工作的物理条件和行业特点、工作性质匹配起来，使物理条件尽力地符合行业的特点，工作的性质。比如说，IT行业是高脑力劳动，工作性质是不确定性和挑战性，强调员工的个人能力发挥和团队合作，因此在IT行业中，工作的物理条件应该设置成开放式的，在办公用具的摆放、员工工作物理空间、墙体颜色等方面就设置的相对宽松，个人空间大，利于团队交流等；又如广告业中，工作的特点就是创新和个性化，因此墙体的颜色应刷成利于激发灵感的颜色。但是仅仅做好物理条件还是不够的，因为个人之间的差别，工作还应该因人而异，使员工在一个舒适的环境中发挥自己的最大潜能。

3.把提高员工的情绪管理能力列入人力资源管理的培训内容

目前的人力资源管理培训多是关于技能或者知识的培训，情绪管理能力的培训较少。但是因为情绪管理能力具有后天可培养性、可塑造性，在人力资源规划中应该将员工情绪管理能力的培训作为一项重要内容。例如，怎样观察自己和他人的情绪、怎样对待情感波动、如何战胜压力和焦虑、如何积极交往、如何跟同事共享成功喜悦、如何培养相互的信任感、如何激励自己与他人等。

4.加强对员工的人文关怀

对员工的人文关怀应包括两方面，一是工作当中的关怀，二是日常生活中的关怀。首先工作的软环境中，企业应该尽力制定完善的规章制度，公平地对待每一位员工，应建立透明、合理、公平、健全的管理制度，选择符合大多数员工情感特点和需要的管理方式，以此规避由于不良管理产生的负面情绪。此外，还要给员工创造一个宽松的情感交流环境，如经常举办员工聚会和定期的娱乐活动以增进情感交流等。员工在日常的生活之中所产生的负面情绪会对其个人，甚至团队产生很大的消极影响，因此，企业应该为员工建立良好的福利条件或者通过其他方式来关怀员工的个人生活。

5.加强企业文化建设和管理者的情绪处理能力

企业中每个员工遇到的情绪问题和情绪管理能力是不同的，如果企业有一个能激励员工为之奋斗的目标愿景，一种被员工认同的价值观和追求的精神，也就是说企业文化是和谐的话，那么这个企业就有可能激励员工超越个人情感，营造属于企业的精神力量，激励他们以高度一致的情绪去达成企业的愿景。相反，如果企业文化是冲突的，那么负面情绪就会大量产生。另一方面，员工的工作是在管理者的领导下进行的，如果管理者的情绪处理能力较差，那么当员工情绪出现问题时，管理者就很难帮助员工解决问题。所以，员工的情绪管理能力与企业文化和管理者的情绪处理能力是密切相关的。

Emotion management refers to the ways in which people influence their own feelings and expressions and the ways in which they influence other people's feelings.All employees engage in emotion management as part of their jobs and employers often play a significant role in shaping emotion management.

For many years emotion in the workplace was only considered important in relation to employees'well being and job satisfaction.Recently,however,it has been recognised that emotions play a role in almost all work activities.Emotions influence what tasks employees'work on,what effort they exert,how they react to situations,and how they influence other people.In other words,what employees feel and how they express their emotions affect their performance and the performance of others.

Effective emotion management is therefore important to both employers and employees.

What Are the Benefits of Effective Emotion Management for Employers and Employees?

There are a number of ways in which employers can gain from facilitating effective emotion management:

●Immediate gains,such as sales arising from customers who are positively influenced to purchase products or services.

●Encore gains,such as repeat business arising from customers who feel positive about the service they received.

●Contagion gains,such as additional business arising from customers'word-of-mouth recommendations.

●Internal gains,such as improved internal processes arising from improved communication and well being.Employees can also personally gain from managing their emotions effectively.For example,research has shown that employees in service industry can receive bigger tips or bonuses if they are more emotionally expressive.Effective emotion management can also enhance employees'feelings of personal achievement,identity,and well being.However,employees may experience emotional exhaustion and burnout if they are required to repeatedly display the same emotions.This is most likely to occur when there is a mismatch between what employees feel and what they have to express.

How Can Employees Manage Their Emotions?

Two main ways in which employees can manage their emotional expressions are surface acting and deep acting.Surface acting involves employees expressing the emotions required by the job without actually feeling those emotions.For example,an employee might fake a smile for a customer and hide his or her true feelings.However,surface acting does not always appear authentic and the discrepancy between what employees express and feel may cause employees to feel alienated.In contrast,deep acting involves employees trying to experience the emotions that they have to express.This method of emotion management requires more effort but,compared to surface acting,it can lead to better service performance and greater job satisfaction.There is a wide range of emotion regulation strategies that employees can use to maintain or change their feelings.Some of the most effective strategies for alleviating negative emotions involve:engaging with the problem at hand,reappraising the situation,thinking about something pleasant,or doing something active.Ineffective regulation strategies include avoiding the problem and venting anger.

How Can Employers Influence Emotion Management?

Employers can use a diverse range of methods to influence emotion management.In the first instance,employers can recruit applicants who have the necessary emotion management skills for the job.For example,during the selection process,care workers might be assessed for their empathic skills and sales staff for their emotional resilience.Staff can also be trained and rewarded for their use of emotion skills.However,the use of classroom training is likely to be less effective than on the job training.The provision of role models and mentors can also help shape how employees use emotion skills.Supportive supervision can also have a role in influencing how individuals and teams use emotions.

What Should Employers Know about Influencing Emotion Management?

There are a number of reasons why employers should be careful in their attempts to influence emotion management:

●Ethics.Many people view emotions as very personal experiences.Employers'attempts to control emotions may therefore be regarded as interference and resisted by employees.

●Emotion Display Rules.People learn how to use emotion management skills from infancy and may therefore actually be hindered in their work by having to follow inflexible corporate emotion display rules.For example,some service organizations require employees to follow dialogue scripts during interactions with customers.Unfortunately scripts do not generally lend themselves to natural interaction and are usually insensitive to important emotional cues from customers.

●Emotional Contagion.Emotions are contagious between people and can therefore spread within teams and across employee networks.Research has found that emotional contagion can also affect team and service performance.It is therefore important to recognise that emotional events at work can have widespread effects.

In summary,companies can benefit in a number of important ways from considering how emotions are managed within their organization but new initiatives require careful consideration and consultation with employees.

Activity 1:Group discussion.

1.How can employees manage their emotions?

2.If you are the employers,do you have other methods to manage employees'emotions?

2.发现影响自己过度饮食的情绪因素

情绪性过量进食和负面情绪(www.daowen.com)

过量进食也可能是负面情绪的结果，例如：补偿生活中未满足的需求、未达到的目标、对人际交往的渴望，等等。在这种情况下，人们尝试用美食消除负面情绪。进食和考虑进食的确是消除负面情绪的有效方法。当然这样会使体重增加。不幸的是，我们的生活充满压力，因此更加容易诱发过量进食，进而很容易造成体重快速增加。

Identifying the feelings that trigger emotional eating can be challenging.Whether you turn to food in times of stress or chronically eat in order to cope with past emotional traumas,it's important to learn what feelings trigger the automatic response of eating.It may be helpful to write down the thoughts and feelings you experience both before and after an emotional eating episode.Keeping track of your feelings and behaviors on paper may assist with the process of changing your behavior.

Make a list of common negative feelings such as“bored”,“sad”,“irritated”,“angry”or“depressed”.Each time you go to eat,identify which negative feeling you might be trying to escape by using food.If you identify that you're about to eat because you're bored,make a check mark next to the word“bored”.Do this every time a negative feeling triggers you to eat or have the desire to eat.

Consider what events or circumstances throughout your daily life might be producing negative feelings.For example,if you turn to food every time you get off the phone with a negative or critical friend,you might see that the feeling triggering your emotional overeating is annoyance or irritation.If you overeat when you're home alone at night,the feeling that triggers the eating might be loneliness.Consider how your circumstances or daily behavior might be contributing to your negative feelings.

Ask yourself the question,“what am I feeling right now?”when you have the urge to eat when you're not hungry.Record your answer by writing your thoughts down.Repeat this process even if the urge continues.It's likely you may initially feel something like boredom in the beginning,then guilt or shame for the desire to keep eating and finally anger than you can't control your eating.Notice how your feelings change after you ask yourself what you're feeling.

Tune into your body.It's possible the feelings that trigger emotional overeating are also physical.Notice how your body feels right before you want to overeat.Ask yourself if you're tired,jittery,weary or hurting anywhere.When your body is not feeling its best,you may be more tempted to get a quick rush from sugary foods or numb the pain with something that brings pleasure to your taste buds.

Notice which feelings are the ones that trigger your overeating the most.For example,if you discover that anger is your biggest emotional trigger,you might want toconsider doing some deep breathing or going on a run every time you feel like overeating.These healthy activities can help you release the negative feelings of anger and may stop you from overeating.Finally,you will learn how to identify and manage the feelings that trigger overeating the most.

Activity2:Group discussion.

1.Can you make a list of common negative feelings?

2.How could you avoid the negative feelings that trigger your emotional overeating?

Exercise for Module 1

1.Exercise for new words in this Module.

Directions:explain the new words in English with your understanding,and make a sentence with each of them.

1)negotiate:bargain,argue or discuss prices

谈判；交易；讨价还价

In China,it is important to negotiate at the markets so that you don't pay too much.

在中国，在市场上讨价还价是很重要的，这样你买的东西就不至于太贵。

2)casual:_____________________________________________________

3)no problem:_____________________________________________________

4)client:_____________________________________________________

5)swimmer:_____________________________________________________

6)compliment:_____________________________________________________

2.Dialogue.

Directions:imitate the speakers and make a role play with your partner.

Lisa:You look very nice today,Vincent!

Vincent:Thanks for your compliment,Lisa.I have to wear a suit and tie today because I will have a meeting with some important clients.

Lisa:That tie really matches your shirt well.

Vincent:My girlfriend chooses my ties for me so I will tell her your kind words.

Lisa:Maybe your girlfriend can give me some ideas for good business dressing.I can never seem to dress well.

Vincent:You are too modest,Lisa.I have heard many clients compliment your dress code.

Lisa:But they haven't seen me on our Casual Dress Fridays!

Vincent:That is a good thing,Lisa.You know that the client is important to our company and we should dress formally for them.

Lisa:Well,if everyone dressed like you,Vincent,we would have very happy clients!

Vincent:Thanks again,Lisa.See you later.

Lisa:See you,Vincent.