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The main purpose of this research is to establish the relationships between emotional self-efficacy and workplace psychological health for emergency dispatchers.

A correlational design was used to validate results of the study. Between December 2018 and February 2019, a secure online questionnaire was sent to dispatchers through four emergency call centers. Participation was voluntary. A total of 257 emergency dispatchers participated in this study. Gilbert et al.’s (2011) scale of workplace psychological health and Deschênes et al.’s (2019) scale of emotional self-efficacy were used. Multiple linear regression and Pearson's correlation tests were run using the SPSS 25 program in order to establish relationships between the two variables.

A total of three emotional competencies positively affect workplace psychological well-being (PWB), i.e. self-efficacy beliefs on managing one's own emotions, on managing other people' emotions and on using one's own emotions. As regards to psychological distress (PD), it is negatively correlated to self-efficacy beliefs on managing and using one's own emotions.

One of the study's theoretical contributions is to broaden the scientific knowledge of emergency service dispatching, in addition to opening up a new field of study in workplace people management.

These scientific findings therefore show the importance of emotional self-efficacy in the workplace. The manager or the dispatch leader should focus on developing the following three emotional skills: self-efficacy in managing emotions, managing the emotions felt by others and using emotions. Training allowing the development of these emotional skills should be considered and would be beneficial for emergency dispatchers to maximize their well-being at work.

To the best of the authors’ knowledge, no other study has focused on emergency dispatchers and included the emotional self-efficacy and workplace mental health variables.

It is well recognized that emotions support adaptation to environmental demands by guiding cognitions and behavior in line with one’s implicit and explicit goals. This is true in the work context, as in other areas of life. Traditionally, however, research into emotion regulation within the work context has been centered on the problematic aspects of feeling and displaying emotion at work. In order to meet organizational goals, felt emotions need to be subdued or modified, and inauthentic emotions displayed. In this way, conceptualizations of work-related emotion regulation have disconnected emotion from its most basic and adaptive signal function. This disconnection has led to a dilemma regarding the real- and the fake-self and been associated with a range of negative consequences for employee health and well-being. Understanding how emotions can be regulated to help employees meet personal goals for growth and development has also been overlooked. In this chapter, we challenge this existing paradigm, and instead argue that examining emotion regulation in terms of its adaptive functions will help to unify disparate findings from within the emotion regulation literature and progress research in the field of emotion and emotion regulation at work.

Typical organizations comprise members whose behaviors range from the minimum possible to maintain membership, to those discretionarily engaging in job-related behaviors above that expected or required. These discretionary behaviors are beyond the job description and often are not recognized by the formal reward system. Possibly, individuals with high emotional intelligence are more prone to engage in discretionary behaviors. The relationship between the dimensions of emotional intelligence and discretionary citizenship behaviors has not previously been explored. Using samples of nursing and business university professors, this study investigates the relationship between discretionary behaviors of educators and the four branch model of emotional intelligence. Discretionary behaviors comprised a set of traditional organizational citizenship dimensions, and those behaviors beyond the expected unique to higher education. Salovey and Mayer's four branch model was used to assess emotional intelligence. Data were analyzed with correlation analysis and multiple regressions. The regression results indicate that managing emotion (the ability to manage one's emotions and emotional relationships) had the greatest number of significant positive relationships with discretionary behaviors in both samples. Perceiving emotions and understanding emotions produced negative relationships with sportsmanship in the nursing sample. The nursing sample produced more relationships between emotional intelligence and discretionary behaviors than the business faculty sample. Overall results support the idea that emotional intelligence is linked to discretionary citizenship behavior. The study results provide evidence to support the organizational value of emotional intelligence. Also, the results provide ideas for fruitful further research which may hold promise for increasing organizational effectiveness and efficiency.

The evaluation of emotional management in police environments has impacts on their health and on their interventions (Monier, 2014; Van Hoorebeke, 2003). There are significant costs related to occupational diseases in the police force: absenteeism, turnover, deterioration of the work climate (Al Ali et al., 2012). Considering that policing involves a high level of emotional control and management (Monier, 2014; Al Ali et al., 2012; Dar, 2011) and that no study has yet examined the relationship between police officers’ emotional competencies and their psychological health at work (PHW), the purpose of this paper is to explore the relationship and influence of emotional self-efficacy (ESE) on PHW in policing.

PHW results from psychological distress at work (PDW) (irritability, anxiety, disengagement) and psychological well-being at work (PWBW) (social harmony, serenity and commitment at work) (Gilbert et al., 2011). ESE is defined as the individual’s belief in his or her own emotional skills and effectiveness in producing desired results (Bandura, 1997), conceptualized through seven emotional skills: the use of emotions; the perception of one’s own emotions and that of others; the understanding of one’s emotions and that of others; and the management of one’s emotions and that of others (Deschênes et al., 2016). A correlational estimate was used with a sample of 990 employed police officers, 26 percent of whom were under 34 years of age and 74 percent over 35. The ESE scales (a=0.97) of Deschênes et al. (2018) and Gilbert et al. (2011) on PWBW (a=0.91) and PDW (a=0.94) are used to measure the concepts under study.

The results of the regression analyses confirm links between police officers’ emotional skills and PHW. The results show that self-efficacy in managing emotions, self-efficacy in managing emotions that others feel, self-efficacy in using emotions and self-efficacy in understanding emotions partially explain PWBW (R²=0.30, p<0.001). On the other hand, self-efficacy in perceiving the emotions that others feel, self-efficacy in using emotions and self-efficacy in managing emotions partially explain PDW (R²=0.30, p<0.001).

This study provided an understanding of the correlation between police officers’ feelings of ESE and their PHW, particularly with PWBW. Beyond the innovation and theoretical contribution of such a study on the police environment, the results reveal the scope of the consideration of emotional skills in this profession.

This chapter focuses on management of emotions in an emergency setting. More specifically, how do emergency call takers manage double-faced emotional management – i.e., their own and the caller's emotions – simultaneously? By triangulating interviews, observations, and organizational documentation with theories on emotional management multiple strategies were identified. The range of strategies included hiving (selecting and modifying) calls, elaborating on (by deploying attention and reshaping/reappraising) content of calls, auralizing (by externalizing an emotional barrier) as well as taming emotional expression. The set of emotional management strategies are concluded in a Heat-model. The model is further discussed in terms of performance efficiency; in terms of how emotional aspects may interfere with decision-making capabilities as well as how wellbeing can be maintained for call takers.

This paper aims to review the concept of mindfulness and to show how it can be extended from psychology into management. Also, it seeks to introduce a new model of the psyche which incorporates two types of mindfulness (“meta‐mindfulness” and “supra‐mindfulness”) which can be used by managers to increase their capacity to handle emotional reactivity and to reduce stress.

It is proposed that the “meta‐self” or Managing Ego plays a key role in emotions management and stress reduction by using meta‐mindfulness to actively monitor one's sub‐selves which react with the external world. The current approach also postulates that an individual's “supra‐self” or inner‐observer is crucial in reducing stress by passively exercising neutral observation of all psychic activity via the above‐mind state of supra‐mindfulness.

The paper indicates how the proposed models of the psyche and of the dynamics of mindfulness in emotions and stress management can be tested empirically in future management research.

Mindfulness techniques are recommended for use by managers in practice to avoid emotional reactivity and to manage stress.

The present approach builds on existing theory to provide new constructs and models that help to explain the dynamics of mindfulness in managing emotions and in reducing stress.

The emotional intelligence (EI) model is widely used in pedagogy, management and other spheres as a useful concept with great potential for application. At the same time, there are significant differences in the traits of EI in different social groups, in particular, in different countries, which are just beginning to be studied. To date, there is a significant gap in the research literature on cross-cultural research in the field of EI, especially in the area of measuring its performance. This work is devoted to the study of the quantitative aspects of the differences in the traits of EI between teachers of higher educational institutions in Kazakhstan and Russia.

For the study, 700 participants from two countries were involved, 350 people from each with an approximately equal distribution by gender and age. Mann–Whitney U test and Fisher transformation were used for statistical analysis of the results of the N. Hall test for teachers from two countries.

As a result of assessing the level of EI by the method of N. Hall, significant differences were found in the manifestation of various scales of EI in representatives of these two groups (Fisher's transformation relative to the scales: “emotional awareness” was f*em = 5.466).

The practical value of the study lies in the discovery of a methodology for determining the difference in the traits of EI, which can be used in the correction of teaching methods, personnel management in higher educational institutions and in the formation of educational teams.

The present article sets out to explore the ethical aspect of emotional competence used as both a personal and a collective resource in the occupational context of caring work. The data discussed in this article consists of interviews of and writings by Finnish social workers and nurses. By combining the concepts ‘emotional capital’ and ‘ethics of care’, this article concludes that the emotional competence of care workers manifests itself as the capability to use one's emotions in a way that enhances the ethical values of caring work and provides the employees with a sense of professional competence.

Emotions are everywhere and, as multiple scholars have argued, can be considered a fundamental part of the human experience. Individuals are expected to behave in socially appropriate ways in a variety of public and private social situations, which often involve managing one's emotions. The management and regulation of emotions are also key components of effective school leadership. This chapter unpacks the emotional aspects of school leadership by exploring how the management of emotions is fundamental to the success of headmasters, principals, vice-principals, and other school-level leaders. I also provide the rationale for using the term ‘school-level leaders’ and call for emotional authenticity in educational leadership. Then I outline several benefits an increased scholarly and practical focus on the emotional aspects of school-level leadership offers for teachers and other school staff, school-level leaders themselves, and the students they serve on a daily basis. I also provide a short description of the methodology used for the participant quotes used to add richness and contextualize key themes explored in Chapters 4 and 5. The chapter concludes with an outline of how the rest of this book is organized and offers additional insight into the topics explored in the forthcoming chapters.

This study aimed to assess emotional intelligence (EI) among young adults across three Arab countries: Egypt, Jordan and the United Arab Emirates.

A total of 1884 university students participated from the three countries and completed the Schutte Self Report Emotional Intelligence Test (SSEIT). Data were validated by confirmatory factor analysis using SPSS AMOS version 29. Path analysis, t-tests and analyses of variance were performed to understand the influence of background variables on the EI of the study participants.

The results provide theoretical support for the SSEIT and the hypothesized relationship between managing personal and others' emotions. Although significant differences were found between participants in terms of gender and grade point average (GPA), no difference was found between participants based on nationality. The results of this study indicate the need to prioritize EI in young adults and other implications.

The importance of EI in individuals' daily lives cannot be overemphasized. However, scholarly insights into the state of EI in the Arab context are scarce.