Graduation Thesis Abstract In the theoretical introduction, I started by defining the concept of emotions, with a particular focus on emotions in the workplace and the related concept of emotional/emotional labour. I briefly outlined the impact and importance of emotional conflicts in the workplace and the changes in this area related to the impact of the pandemic. I also presented the role of social work in this field and the administrative units as a work environment that I am researching.
Through qualitative research with a non-probability convenience sample of eight employees in the Mozirje Administrative Unit, I aimed to find out what challenges they face in expressing emotions at work and what strategies they use to deal with emotions at work. I also set myself research questions concerning the experience of technological change and new forms of communication, as well as practices and events to improve the emotional climate and performance at work. The research questions also touched on hierarchical levels and their impact on the experience of emotions, and on the experience of the role of the social worker as a staff member to help create a workplace culture that supports emotional expression.
I found that in the Mozirje Administrative Unit, employees are more likely to experience negative emotions such as fear, anger and frustration, while positive emotions such as joy are less frequently expressed, but are nevertheless important for relationships between colleagues. Positive emotions can create a supportive work environment. Employees stress the importance of communication skills for effective work. Employees in managerial positions often express negative emotions but are aware of the need to manage them in order to work effectively. At lower levels, however, employees often feel the need to suppress emotions, especially when dealing with customers. Managing emotions in the workplace is key to employee wellbeing and performance at work. My research in the Mozirje administrative unit reveals how employees manage their emotions when dealing with customers. One common strategy is to set boundaries, which helps to maintain objectivity and professionalism and to keep work and personal life separate. The variety of existing strategies to manage emotions shows the need for tailored strategies and support for employees. Successful employee collaboration is based on mutual understanding and sharing of common values and norms, which improves work tasks. Most employees recognise the important role of the social worker, which includes protection from violence, emotional support, conflict mediation, prevention of mobbing and reporting. They have confidence in their contribution to the dignity of their employees. However, many question the competence of the social worker, especially in promoting emotional expression, and consider that psychologists would be more appropriate. There is also confusion about the role of social work; some see social workers as potential motivators and helpful in assessing group dynamics and working with professionals. Despite these doubts, many still recognise the importance of social workers for a safe and supportive working environment.
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