The discussion of emotional labor for social workers, a representative human service job and public service job, is of great importance because of the relational characteristics in which the relationship between the worker and the user determines the quality of the service. However, since most of th...
The discussion of emotional labor for social workers, a representative human service job and public service job, is of great importance because of the relational characteristics in which the relationship between the worker and the user determines the quality of the service. However, since most of the efforts of social workers have been regarded as ethical issues at the individual level according to their professional vocation and thorough service and support spirit, these intentional emotional efforts were not viewed as a type of labor. However, emotional labor of social workers can be said to be the most important and essential element in providing services. Nevertheless, although emotional labor of social workers is presented as a concept that can encompass the duties of social workers, there is insufficient discussion on how the nature of the work is expressed and how to conceptualize and evaluate it. In this situation, the reality is that social workers' response to emotional labor is not concrete or practical.
Therefore, in order to explain the emotional labor of social workers, it is necessary to understand in depth the experience, nature, and meaning of emotional labor from the perspective of social workers.
Based on this awareness of the problem, the purpose of this study was to investigate the nature and meaning of the emotional labor experience of social workers. In order to achieve this objective, the essence and meaning of emotional labor experienced by social workers was investigated in depth through a mixed research method of qualitative and quantitative research methods. Data were collected and analyzed through focus group interviews with social workers in service, and 4 components and 11 subcomponents were finally derived from the analyzed data through modified Delphi survey and confirmatory factor analysis. The meanings of the derived components and subcomponents were described, and the structure of the meanings was presented as a result of the study by describing the general structure of emotional labor of social workers and at the same time making a diagram to understand them in context. Through this, the series of processes of emotional labor experienced by social workers and their reality are revealed, thereby providing an in-depth understanding of the emotional labor of social workers, providing a holistic and integrated perspective, as well as providing policy and practice for social welfare practices. By suggesting alternative alternatives, it was intended to contribute to preparing basic data for preparing practical measures to manage emotional labor of social workers.
The study was conducted in four stages. In the first stage, the conceptual framework for emotional labor was identified by analyzing the literature related to emotional labor, and the work characteristics of social workers were identified in terms of emotional labor through the analysis of previous studies and theoretical backgrounds.
In the second stage, a qualitative study applied to explore the perception of emotional labor experienced by social workers was conducted, and the applied methods were focus group interview and modified Delphi survey method. The focus group interview was conducted three times with a total of 13 social workers in the field, and the modified Delphi survey was conducted twice with a total of nine expert groups.
In step 3, a quantitative study was conducted by conducting a questionnaire survey on social workers in the field to statistically verify the emotional labor factor structure of social workers prepared based on focus group interview data. Based on the collected data, confirmatory factor analysis was performed to confirm whether the structure of the four components and subcomponents constituting emotional labor of social workers was statistically valid. As a result of the analysis, it was found that four factors were valid and reflected emotional labor of social workers.
In the fourth stage of general conclusion and discussion, the results of quantitative and qualitative research were synthesized, and discussions and suggestions were presented.
The major findings of the strudy are as follows:
1. In order to explore the nature and meaning of the emotional labor experience experienced by social workers, a total of three FGIs were performed. By analyzing the interview data, a total of 4 components of emotional labor experience and 11 subcomponents were derived.
In terms of the components, there were a total of 4 components: 'Negative emotional experience', 'Effort control effort', 'Efforts to maintain relationship with users', and 'Acceptance attitude toward emotional labor'. The subcomponents according to the four components are 'emotional afterimage', 'emotional dissonance', 'professional emotion', 'expression of emotion', 'emotion suppression', 'emotion consumption', 'responsibility', 'patience', 'professionalism' A total of 11 items were found: sense of duty', 'positive acceptance', and 'positive experience'.
2. Based on the statement items derived from the FGI survey results, a questionnaire tool consisting of a total of 46 items for quantitative research was prepared. The Delphi survey was conducted twice using the questionnaire tool.
As a result of checking the results of the first Delphi survey, out of a total of 46 items, 20 items were maintained, 17 items were corrected and supplemented, and 9 items were deleted, so that 37 items were finally selected. The average of the 37 selected questions was 4.22 ~ 5.00, the CVR value was 0.78 ~ 1.00, the degree of agreement was 0.75 ~ 1.00, and the degree of convergence was 0.25 ~ 0.50.
As a result of checking the results of the 2nd Delphi survey, 5 questions out of a total of 37 questions did not meet the standard, 'I often feel that I am being forced to do something that is not my feeling','whin I feel it, I feel guilty.', 'I have experience of giving welfare measures that users want even though I do not agree to number 8', 'I try to be kind to user number 12', 'I try to be kind to user number 28' I think stress is a fate that I have to carry professionally.' was deleted and a total of 32 items were derived. There were no additional corrections or supplementary comments. The average value of all the questions was 4.11 ~ 4.78, the CVR value was 0.78 ~ 0.9, the degree of agreement was 0.75 ~ 0.9, and the degree of convergence was 0.25 ~ 0.5, confirming that there was content validity.
3. Confirmatory factor analysis was performed using AMOS to confirm whether the items on the emotional labor components and subcomponents of social workers adequately reflect the four factor structures. As a result of confirmatory factor analysis, looking at the intermediate fit indices, the TLI value was .916 and the CFI value was .932, indicating good fit. The RMSEA value, the absolute fitness index, was also .042, indicating a high level of fitness. It was confirmed that the fit of the entire model was good without any major problems, so it was decided to decide on the final model as it is without modifying the initial model.
Based on these research results, in this study, emotional labor of social workers was defined as 'labor through professional appraisal work performed with intrinsic and autonomous motivation to provide quality services in face-to-face situations with users'. It can be described as a state in which negative emotions are aggravated by experience, but adapt to positive experiences as a state in which people express professional emotions stemming from their responsibility to users or make an emotional control effort to suppress negative emotions. As described above, by resetting the scope of emotional labor of social workers through this study, it is expected that this study can contribute to the accumulation of empirical research to conceptualize emotional labor of social workers.
Based on the above, some suggestions for research were made.
First, it is necessary to re-examine the work of social workers from the point of view of emotional labor. By re-establishing the concept of emotional labor of social workers as a concept of technology for work itself that includes a connection with social welfare practice skills, the value of emotional labor performed by social workers is visualized and the concept of emotional labor is expanded. It will be possible to promote the development of the service delivery system as well as the development.
Second, there is a need to prepare a support system at the organizational level to cope with emotional labor of social workers. It should be possible to improve the work environment and treatment of social workers through realistic responses through institutional support.
Third, more studies should be conducted from their point of view so that social workers can understand the nature and meaning of emotional labor they experience, and through this, a more socially agreed concept needs to be established.
Fourth, based on the results presented in this study, it will be necessary to develop a measurement tool that is sufficiently qualitatively supplemented for the characteristics of emotional labor experienced by social workers and their unique work characteristics.
The limitations of this study are as follows:
First, it is a limitation due to the setting of the scope of the concept of emotional labor. In a follow-up study, there will be a need for a more sophisticated analysis and in-depth approach to establishing a more agreed concept of emotional labor and defining it as a concept that includes recognition and understanding.
Second, it is a limitation that arises from not considering the characteristics of the study subjects. In the follow-up study, social workers in various fields were identified as a richer concept of emotional labor, and while encompassing all the characteristics of emotional labor in various practice fields, the various characteristics of the subjects of the study were further subdivided to reveal specific differences in emotional labor experience. you will need Through this, it will be possible to contribute to composing basic data that can prepare countermeasures with high applicability to actual sites.
The discussion of emotional labor for social workers, a representative human service job and public service job, is of great importance because of the relational characteristics in which the relationship between the worker and the user determines the quality of the service. However, since most of the efforts of social workers have been regarded as ethical issues at the individual level according to their professional vocation and thorough service and support spirit, these intentional emotional efforts were not viewed as a type of labor. However, emotional labor of social workers can be said to be the most important and essential element in providing services. Nevertheless, although emotional labor of social workers is presented as a concept that can encompass the duties of social workers, there is insufficient discussion on how the nature of the work is expressed and how to conceptualize and evaluate it. In this situation, the reality is that social workers' response to emotional labor is not concrete or practical.
Therefore, in order to explain the emotional labor of social workers, it is necessary to understand in depth the experience, nature, and meaning of emotional labor from the perspective of social workers.
Based on this awareness of the problem, the purpose of this study was to investigate the nature and meaning of the emotional labor experience of social workers. In order to achieve this objective, the essence and meaning of emotional labor experienced by social workers was investigated in depth through a mixed research method of qualitative and quantitative research methods. Data were collected and analyzed through focus group interviews with social workers in service, and 4 components and 11 subcomponents were finally derived from the analyzed data through modified Delphi survey and confirmatory factor analysis. The meanings of the derived components and subcomponents were described, and the structure of the meanings was presented as a result of the study by describing the general structure of emotional labor of social workers and at the same time making a diagram to understand them in context. Through this, the series of processes of emotional labor experienced by social workers and their reality are revealed, thereby providing an in-depth understanding of the emotional labor of social workers, providing a holistic and integrated perspective, as well as providing policy and practice for social welfare practices. By suggesting alternative alternatives, it was intended to contribute to preparing basic data for preparing practical measures to manage emotional labor of social workers.
The study was conducted in four stages. In the first stage, the conceptual framework for emotional labor was identified by analyzing the literature related to emotional labor, and the work characteristics of social workers were identified in terms of emotional labor through the analysis of previous studies and theoretical backgrounds.
In the second stage, a qualitative study applied to explore the perception of emotional labor experienced by social workers was conducted, and the applied methods were focus group interview and modified Delphi survey method. The focus group interview was conducted three times with a total of 13 social workers in the field, and the modified Delphi survey was conducted twice with a total of nine expert groups.
In step 3, a quantitative study was conducted by conducting a questionnaire survey on social workers in the field to statistically verify the emotional labor factor structure of social workers prepared based on focus group interview data. Based on the collected data, confirmatory factor analysis was performed to confirm whether the structure of the four components and subcomponents constituting emotional labor of social workers was statistically valid. As a result of the analysis, it was found that four factors were valid and reflected emotional labor of social workers.
In the fourth stage of general conclusion and discussion, the results of quantitative and qualitative research were synthesized, and discussions and suggestions were presented.
The major findings of the strudy are as follows:
1. In order to explore the nature and meaning of the emotional labor experience experienced by social workers, a total of three FGIs were performed. By analyzing the interview data, a total of 4 components of emotional labor experience and 11 subcomponents were derived.
In terms of the components, there were a total of 4 components: 'Negative emotional experience', 'Effort control effort', 'Efforts to maintain relationship with users', and 'Acceptance attitude toward emotional labor'. The subcomponents according to the four components are 'emotional afterimage', 'emotional dissonance', 'professional emotion', 'expression of emotion', 'emotion suppression', 'emotion consumption', 'responsibility', 'patience', 'professionalism' A total of 11 items were found: sense of duty', 'positive acceptance', and 'positive experience'.
2. Based on the statement items derived from the FGI survey results, a questionnaire tool consisting of a total of 46 items for quantitative research was prepared. The Delphi survey was conducted twice using the questionnaire tool.
As a result of checking the results of the first Delphi survey, out of a total of 46 items, 20 items were maintained, 17 items were corrected and supplemented, and 9 items were deleted, so that 37 items were finally selected. The average of the 37 selected questions was 4.22 ~ 5.00, the CVR value was 0.78 ~ 1.00, the degree of agreement was 0.75 ~ 1.00, and the degree of convergence was 0.25 ~ 0.50.
As a result of checking the results of the 2nd Delphi survey, 5 questions out of a total of 37 questions did not meet the standard, 'I often feel that I am being forced to do something that is not my feeling','whin I feel it, I feel guilty.', 'I have experience of giving welfare measures that users want even though I do not agree to number 8', 'I try to be kind to user number 12', 'I try to be kind to user number 28' I think stress is a fate that I have to carry professionally.' was deleted and a total of 32 items were derived. There were no additional corrections or supplementary comments. The average value of all the questions was 4.11 ~ 4.78, the CVR value was 0.78 ~ 0.9, the degree of agreement was 0.75 ~ 0.9, and the degree of convergence was 0.25 ~ 0.5, confirming that there was content validity.
3. Confirmatory factor analysis was performed using AMOS to confirm whether the items on the emotional labor components and subcomponents of social workers adequately reflect the four factor structures. As a result of confirmatory factor analysis, looking at the intermediate fit indices, the TLI value was .916 and the CFI value was .932, indicating good fit. The RMSEA value, the absolute fitness index, was also .042, indicating a high level of fitness. It was confirmed that the fit of the entire model was good without any major problems, so it was decided to decide on the final model as it is without modifying the initial model.
Based on these research results, in this study, emotional labor of social workers was defined as 'labor through professional appraisal work performed with intrinsic and autonomous motivation to provide quality services in face-to-face situations with users'. It can be described as a state in which negative emotions are aggravated by experience, but adapt to positive experiences as a state in which people express professional emotions stemming from their responsibility to users or make an emotional control effort to suppress negative emotions. As described above, by resetting the scope of emotional labor of social workers through this study, it is expected that this study can contribute to the accumulation of empirical research to conceptualize emotional labor of social workers.
Based on the above, some suggestions for research were made.
First, it is necessary to re-examine the work of social workers from the point of view of emotional labor. By re-establishing the concept of emotional labor of social workers as a concept of technology for work itself that includes a connection with social welfare practice skills, the value of emotional labor performed by social workers is visualized and the concept of emotional labor is expanded. It will be possible to promote the development of the service delivery system as well as the development.
Second, there is a need to prepare a support system at the organizational level to cope with emotional labor of social workers. It should be possible to improve the work environment and treatment of social workers through realistic responses through institutional support.
Third, more studies should be conducted from their point of view so that social workers can understand the nature and meaning of emotional labor they experience, and through this, a more socially agreed concept needs to be established.
Fourth, based on the results presented in this study, it will be necessary to develop a measurement tool that is sufficiently qualitatively supplemented for the characteristics of emotional labor experienced by social workers and their unique work characteristics.
The limitations of this study are as follows:
First, it is a limitation due to the setting of the scope of the concept of emotional labor. In a follow-up study, there will be a need for a more sophisticated analysis and in-depth approach to establishing a more agreed concept of emotional labor and defining it as a concept that includes recognition and understanding.
Second, it is a limitation that arises from not considering the characteristics of the study subjects. In the follow-up study, social workers in various fields were identified as a richer concept of emotional labor, and while encompassing all the characteristics of emotional labor in various practice fields, the various characteristics of the subjects of the study were further subdivided to reveal specific differences in emotional labor experience. you will need Through this, it will be possible to contribute to composing basic data that can prepare countermeasures with high applicability to actual sites.
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