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Emotional resilience interventions for customer support staff in Canadian post-secondary institutions: Review and recommendations

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Title: Emotional resilience interventions for customer support staff in Canadian post-secondary institutions: Review and recommendations
Author: Spenceley, Jon
Department: Department of Management
Abstract: This study will explore why Canadian post-secondary institutions should offer emotional resilience interventions to staff that carryout emotional labour in their day-to-day work. It will discuss the concept of emotional labour, and why customer service interactions can be stressful and traumatic for staff. It will analyze the post-secondary environment, explore why these organizations are unique compared to other workplaces, and why emotional labour can be more stressful in post-secondary education. The topic of resilience will be explored, focusing on learned resilience and how resilience mitigates the impacts of stress and trauma associated with emotional labour. Specific interventions in building resilience in the workplace will be detailed, and evidence will be presented for why this type of training is critical for staff in post-secondary environments.
URI: https://hdl.handle.net/10214/24162
Date: 2020-12
Rights: Attribution-NonCommercial-NoDerivatives 4.0 International


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Attribution-NonCommercial-NoDerivatives 4.0 International Except where otherwise noted, this item's license is described as Attribution-NonCommercial-NoDerivatives 4.0 International