How Emotional Intelligence Mediates Emotional Labor in Public Service Jobs

Abstract

Most public service jobs involve emotionally intense work demands. For this reason, the terms emotional intelligence and emotional labor have entered the lexicon of public service. The former refers to the ability to sense and regulate one’s own emotions as well as to sense others’ emotional state, while the latter refers to the exercise of emotive skills to get the job done. This study examines how emotional intelligence mediates emotional labor in the performance of work duties by using job satisfaction and burnout as criterion variables. Although findings are mixed with regard to job satisfaction, a statistically significant relationship exists in the mediation between emotional labor and burnout. Specifically, the ability to regulate one’s own emotions decreases burnout. Implications for training and development are discussed.