ABSTRACT

This book describes psychosocial working conditions that negatively impact the mental and physical well-being of employees of various “assistance-related” professional groups, as well as individuals whose work is related to contact with demanding clients. It offers concepts and research on the causes and effects of emotional burden (most often manifested as stress and burnout) when working with patients, children, and clients.

The book provides a detailed analysis of various aspects of emotional burden at work. It includes a description of studies carried out in 5 different professional groups that were exposed to emotional burden during emotional work and emotional labour. The book discusses the application of known and international diagnostic methods and provides an intercultural comparison. The current diagnosis of stress and burnout, as well as physical and mental health of individuals performing emotional work will be covered, as well as offering practical solutions on assistance for individuals based on the diagnosis of their health.

This book is for any professional or aspiring professional in the field, including postgraduate students. Scientists and practitioners in the field of work and health psychology, management, occupational health and safety, and HR will find this book of interest. Employers of assistance and services sectors, authorities formulating employment laws, lawyers, and occupational medicine physicians are also among this book’s top audience.

chapter 1|6 pages

Emotional Labor at Work with Patients and Customers

The Effects and Recommendations for Recovery
ByDorota Żołnierczyk-Zreda

chapter 2|22 pages

Stress-Inducing Customer Behaviors and Wellbeing in Tax Administration Workers

What Is the Role of Emotional Labor?
ByZofia Mockałło

chapter 4|18 pages

Health Impairment Process in Human Service Work

The Role of Emotional Demands and Personal Resources
ByŁukasz Baka