Chapter 23 - Lifespan Perspectives on Emotion, Stress, and Conflict Management

Abstract

A rise in service sector jobs, and an increasingly aging workforce, means understanding how age may affect our ability successfully to engage in “people work” is important. This chapter presents evidence that suggests older employees are better equipped than younger employees in social and emotional competencies that can lead to better individual and organizational outcomes. We review evidence on relationships between age and emotional labor and emotional regulation, conflict, and stress management in service interaction, drawing on lifespan theories to explore the development of social and emotional competencies. We focus on chronological age and, where possible, compare results with the effects of job age to consider if age or experience in a job is more important. We conclude that the deficit hypothesis, which assumes an overall decline of older workers’ skills and abilities, is not supported with regard to social and emotional competencies, and highlight areas where further research is needed.