Abstract
This field study contributes to the literature on emotional communication in the human-services industry. Specifically, this study extends the empathic communication model of burnout by incorporating individual differences to predict workplace emotion and communicative responsiveness. This extension has important implications for both research and knowledge on responsiveness, burnout, and workplace practices. A questionnaire filled out by 159 caregivers from a moderately sized human-services agency explored the role of self-monitoring and emotional intelligence in enhancing caregiver performance. Results indicate that those caregivers who can control their expressive behavior and manage their moods to maintain a sense of optimism are in a better position to respond emotionally and communicatively to distressed clients and resist job burnout.
Published Version
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