Explaining the protective effect of trait emotional intelligence regarding occupational stress: Exploration of emotional labour processes

This paper aims at understanding the processes explaining the protective effect of trait emotional intelligence (trait EI) regarding occupational stress. The present study focuses on a widespread occupational stressor: emotional labour (EL). EL refers to the act of managing emotions and emotional expressions in order to be consistent with organizational 'display rules', defined as the organizationally required emotions during interpersonal service transactions. As these display rules interact with employees spontaneous feelings, they regularly induce a clash between inner/real and required feelings. Different strategies exist to cope with this dissonance, with either beneficial or deleterious outcomes regarding psychological and physical health. The hypothesis underlying this study was that individuals varying in the level of trait El would use different EL strategies, with different outcomes in terms of burnout and somatic complaints. Globally, the results showed that, when confronted with emotional labour, high trait El individuals experience lower levels of burnout and somatic complaints, and this effect was found to be mediated by the choice of emotional labour strategies. Implications of these results for research, theory and practice are discussed. (C) 2007 Elsevier Inc. All rights reserved.