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CAM XUC CUA NGUOI LAO DONG TAI NOI LAM VIEC TS 06 Thj Le Hang PGS.TS Phan Thi Mai Hirong Vien Tdm ly hpc TOM TAT Tinh chdt cong viec gdp phdn hinh Ihdnh nen cdm xuc cua ngudi lao dpng Igi chinh moi trudng ldm viec Mdu nghien cim gim 382 ngudi lao dong hien dang ldm viec tgi mdi trudng Id: sdn xuat, hdnh chinh dich vu vd sdng tgo Kit qud nghien cim cho thdy a mdi mdi trudng ldm viec, ngudi lao dpng cd nhitng trdi nghiem cdm xiic tuang iing Cdm xuc dm tinh thi Men ro nhit ddc trung tinh chdt cong viec md nguai lao dpng trdi nghiem Tir khoa: Cdm xuc dm finh: Cdm xiic duang llnh, Moi trudng ldm viec: Ngudi lao dpng Ngdynhdnbdl: 151112019, Ngdy duyet ddng bdi: 25/5/2019 l.Mddau Cam xuc cua ngudi lao dpng tai noi lam viec la thuat ngtt dugc sir dung de md ta nhiing cam xiic diln tai noi lam viee cda ngudi lao ddng Ly thuylt ve cac sy kien cam xiic (Affective Events Theory) - ly thuylt dl cap din cac cam xuc xuat hien tai noi lam viec - cho rang sy phiic tap va yeu ciu hing cdng viee xac djnh trang thai cam xuc, suy nghT va banh xii cdng viee ciia mdi ngudi lao dpng (Weiss va Cropanzano, 1996) Theo Hochschild (1979) va mdt sd tae gia khac nhu Rafaeli va Sutton (1987), nhilu cdng viec, nghe nghiep, dac biet la nhttng nghe nghiep bao ham eae cdng viec dich vu, cd cac quy dinh va/hoae dugc yeu cau mdt each rd rang ve viec the hien cam xiic cua ban than ngudi lao ddng Hau het cac cdng viec dich vu ddi hdi nhan vien can phai cd ky nang thi hien, quan ly cam xiic va tham chi, ddi khi, hg phai thi hien cam xuc trai ngugc vdi earn xiic ma hp dang cam nhan va trai nghiem (Hpcbscbild, 1983) Cac nghien ciru ctia Hochschild (1979) da md ta viec quan ly cam xuc cua ngudi lao ddng cdng viec phuc vu hoac cac eo quan, td chitc Tae gia da chi tinh trang "ddn nen" cam xiic dan tdi sy bic gian, thit vpng va oan TAP CHI TAMLy HOC, S6 (243), - 2019 55 gian Khi eae cam xiic bi "ddng chai", ehiing cd thi din den hanh v ^^^^ chile nang Nhilu nghien ciiu gin day xoay quanh viec xac dinh cam ^ ^^^^ cdng viee ctia ngudi lao ddng nhu la mdt ylu td anh hirdng ro ret den ^^ cdng viec va dich vu khach hang, cilng nhu cam nhan ye hanh phuc va s -^ ciia nhan vien ttong cac co quan, td chiic, sy tdn tai ciia mpt (Scbaubroeek va Jones, 2000; Tews va Glomb, 2000; Wharton va Erickson, v )• Cam xiic tai noi lam viec Id nhirng phdn itng tdm sinh ly phuc dp g cd nhdn ngudi, sit rung dpng cua hp truac Ihuc lien liio dpng dien mpt khodng thdi gian nhdt dinh, bpc lp thdi dp ciia hp doi vtri cdc sttvg, ^ tuang lien quan din cdng viec, din ti chiic, thoa mdn nhu cdu lao dpng cung nhu nhu cdu xd hpi eiia hp Cam xiic thudng dugc chia loai: cam xiie am tinh va eatn xuc duong tinh Ly thuylt md rpng va xay dyng (broaden-and-build theory) ve cam xuc duong tinh (Fredrickson, 1998; Fredrickson va (Tohn, 2008) cho rang, cam xuc duong tinh la phan ting thich nghi mang tinh tiln ttiln vdi chirc nang xay dung ngudn luc Iau dai Theo Tir diln Tam ly hpc APA (APA dictionary of psychology), cam xuc duong tinh la trang thai cam giac ben ttong, xay ca nhan dat duge muc tieu, ttanh duge mdi de dpa tir ben ngoai hoac ca nhan thay hai ldng vdi tinh trang hien tai Xu hudng trai nghiem cac trang thai nhu vay dupe gpi la anh hudng tich cue (https://dictionary.apa.org) Trong do, cam xuc am tinh la nhiing phan iing nham ddi phd vdi sy de dpa hoac cac tinh hudng ed van de lap tiie (Carver, 2003; Cosmides va Tooby, 2000) Cung theo Tit dien Tam ly hpc cua Hiep hdi Tam ly hgc Hoa Ky (APA dictionary of psychology), cam xuc am tinh la trang thai cam xiic xay mpt ngudi khdng dat dupe muc tieu hoac dl tranh mdt mdi de dpa hoac mpt ngudi khdng hai Idng vdi tinh trang hien tai Xu hudng trai nghiem cac trang thai nhu vay dupe gpi la anh hudng tieu cue (bttps://dictionary.apa.org) Cam xiic tieu cue la nhttng cam xuc Iam can ted boat dpng cua ngudi, lam ca nhan trd nen yeu dudi, tu ti, chan nan, thilu sang sudt, din din chd thu ddng, bit lye, khdng thi bien dugc hanh dpng (Dao Thi Oanh, 2008) Trong nghien cim nay, cam xiic duong tinh tai noi lam viec la trang thai vui ve, hanh phuc, quan tam, nhiet tinh, say me, td md, tu hao cd ich himE thu, yeu thich, tin tudng, Cam xiic am tinh la tiie gian, budn, sp lo aJ chan ' nan, mat dpng luc, bat man ' '' Cam xuc am tinh dugc thi hien khae giua nhttng ngudi rt" cac mdi trudng lam vipe khac Nhttng ngudi lao ddna y° trone mdi trudng trudne san sian xuat hiem biem gap oan mat khach Hiar-li hang v,?,^„cua „,' hp' , d' ^ viec tam ttang khdng tdt cua hp (nlu cd) khdng anh hudng din khach han'o T vay, ''^^\ !^™ "(=• luy nhien 56 TAP CHI TAMLy HOC, Sd (243), 6-2019 vdi nhung ngudi lao ddng lam cdng viec djch vu, phuc vy thi ngugc lai, mdt phin thdi gian lam viec dang kl ciia hp danh cho viec tilp xuc trye tilp vdi khach hang - nhttng ngudi sti dung djch vu - cho nen nhttng cam xuc cua hg cd thi lam anh hudng din cdng viec cita hp, din co quan, td chue Vi vay, hp ludn CO ging che giiu cam xilc thye sy ctia minh, ludn thi hien sy lac quan, than thien va lich su Trong mot lam viec, mdt ngudi lao ddng thudng trai qua nhilu cam xiic^ khac vdi cac cudng dp va trudng dp khac Hay tudng tupng dilu gi se xay nlu mdi ngudi cd ging che giiu cam xiic thye sy eua minh ttong tieng hoac ban tai noi lam viec? Bat cii ngudilao dpng ITnh vyc nao ciing tung cd trai nghiem cam xuc am tinh nhu buon, gian dir hoac sg hai Ngudi lao ddng diu phai vugt qua nhiing cam xiic am tinh dl thi hien ban sic ea nh^n ciia minh Mpt ngudi lao ddng chuyen nghiep phai bill kiem soat cam xiic ctia minh va bill "diln xuit" nhung cam xiic ein thiet ma cdng viec ddi hdi (Hochschild, 1979) Nghien cim mudn tim hieu trai nghiem cam xiic ciia ngudi lao ddng ttong nhirng mdi trucmg lam viec khac Mdi trudng lam viec d day dugc hieu la mdi trudng tam ly tai noi lam viec, la bau khdng tam ly chung cd anh hudng den cam xiic ctla ngudi lao dpng tai noi dd Sd ii6u bai viet dugc thu thap tu ngudi lao ddng dang Iam viec ttong mdi trudng lam viee, eu the la: Thii nhSt, nhdm ngudi lao ddng lam cdng viec san xuat - ngudi lao ddng tham gia san xuat trye tiep Cdng viee cu the ciia hg hang la lam viec theo day chuyen, tren may mdc, tao cac san pham theo tirng cdng doan khac Nhu vay, nhdm lao dpng chd yeu tilp xuc vdi cdng cy lao ddng Thdi gian lam viSc cua nhdm cdng nhan thucmg theo ea sang, trua, ehilu theo quy dinh ctla cdng ty theo tuan hoac thang Nhdm ngudi lao ddng thir hai la nhdm lam cdng viec lien quan den cdng van, giiy td, thu tyc hanh chinh Nhdm dugc ggi la nhdiTi lam cdng viec hanh cht'nh DSe thd ciia nhdm lam cdng viec la lam viec hang dung tilng theo quy dinh ctla co quan, td chue Cdng viec thudng lam la nhan cdng van, phan loai cdng van giti din cac ddi tugng khac co quan Nhdm ngudi lao ddng tilp theo lam dich vu, cu thi nghien cim la nhung ky thuat vien lam viee tai cac phdng kham nha khoa hr nhan, giao vien mim non, giang vien hpc vien, can bp, nhan vien ngan hang Nhung ngudi lam cdng viec hing tilp xiic chii ylu vdi ngudi la khach hang, hpc vien, hgc sinh, phu huynh Cdng viec kha linh boat vl mat thdi gian TAP CHf TAM Ly HOC, Sd (243), - 2019 57 ja nhdm Nhdm ngudi lao ddng cudi ciing mau nghien