Jun Hatano ( ) Saori Matsumoto ( ) In this study, we conducted a simulation experiment to examine... more Jun Hatano ( ) Saori Matsumoto ( ) In this study, we conducted a simulation experiment to examine how client hostility and empathy (personal distress) affect emotional exhaustion, performance, and physiological indicators in human service workers. Fifty-two university students listened to a recorded dialogue between a client (who had applied for counseling) and a receptionist. The clientʼs hostility was manipulated (hostile vs. nonhostile) , and the participants were given to believe that they would receive a call from the same client as reception staff after the listening session. Their emotional exhaustion, physiological indicators before and after listening to the dialogue, and empathy traits were measured. The results indicated that (a) the hostile client exhausted the participants more than the non-hostile client did. (b) Personal distress and hostility had a significant interactive effect on performance. (c) Physiological indicators were not affected by hostility and empathy. The relationships among these results and the mechanisms of burnout were discussed.
Jun Hatano ( ) Saori Matsumoto ( ) In this study, we conducted a simulation experiment to examine... more Jun Hatano ( ) Saori Matsumoto ( ) In this study, we conducted a simulation experiment to examine how client hostility and empathy (personal distress) affect emotional exhaustion, performance, and physiological indicators in human service workers. Fifty-two university students listened to a recorded dialogue between a client (who had applied for counseling) and a receptionist. The clientʼs hostility was manipulated (hostile vs. nonhostile) , and the participants were given to believe that they would receive a call from the same client as reception staff after the listening session. Their emotional exhaustion, physiological indicators before and after listening to the dialogue, and empathy traits were measured. The results indicated that (a) the hostile client exhausted the participants more than the non-hostile client did. (b) Personal distress and hostility had a significant interactive effect on performance. (c) Physiological indicators were not affected by hostility and empathy. The relationships among these results and the mechanisms of burnout were discussed.
This study elucidates processes of coping with work-family conflicts in double-income couples wit... more This study elucidates processes of coping with work-family conflicts in double-income couples with children. Eight stories of dilemmas concerning work-family conflicts were constructed. Regular employees (N = 20) were instructed to narrate the parts of the story in which they thought about how to cope with work-family conflict situations. The protocol analyses revealed the following: (a) most people prioritized their home over their jobs when their families encountered difficult situations, and (b) in cases where either spouse had a demanding or difficult job, there were gender differences with regard to the process of coping with work-family conflicts. The implications of these results are discussed.
Jun Hatano ( ) Saori Matsumoto ( ) In this study, we conducted a simulation experiment to examine... more Jun Hatano ( ) Saori Matsumoto ( ) In this study, we conducted a simulation experiment to examine how client hostility and empathy (personal distress) affect emotional exhaustion, performance, and physiological indicators in human service workers. Fifty-two university students listened to a recorded dialogue between a client (who had applied for counseling) and a receptionist. The clientʼs hostility was manipulated (hostile vs. nonhostile) , and the participants were given to believe that they would receive a call from the same client as reception staff after the listening session. Their emotional exhaustion, physiological indicators before and after listening to the dialogue, and empathy traits were measured. The results indicated that (a) the hostile client exhausted the participants more than the non-hostile client did. (b) Personal distress and hostility had a significant interactive effect on performance. (c) Physiological indicators were not affected by hostility and empathy. The relationships among these results and the mechanisms of burnout were discussed.
Jun Hatano ( ) Saori Matsumoto ( ) In this study, we conducted a simulation experiment to examine... more Jun Hatano ( ) Saori Matsumoto ( ) In this study, we conducted a simulation experiment to examine how client hostility and empathy (personal distress) affect emotional exhaustion, performance, and physiological indicators in human service workers. Fifty-two university students listened to a recorded dialogue between a client (who had applied for counseling) and a receptionist. The clientʼs hostility was manipulated (hostile vs. nonhostile) , and the participants were given to believe that they would receive a call from the same client as reception staff after the listening session. Their emotional exhaustion, physiological indicators before and after listening to the dialogue, and empathy traits were measured. The results indicated that (a) the hostile client exhausted the participants more than the non-hostile client did. (b) Personal distress and hostility had a significant interactive effect on performance. (c) Physiological indicators were not affected by hostility and empathy. The relationships among these results and the mechanisms of burnout were discussed.
This study elucidates processes of coping with work-family conflicts in double-income couples wit... more This study elucidates processes of coping with work-family conflicts in double-income couples with children. Eight stories of dilemmas concerning work-family conflicts were constructed. Regular employees (N = 20) were instructed to narrate the parts of the story in which they thought about how to cope with work-family conflict situations. The protocol analyses revealed the following: (a) most people prioritized their home over their jobs when their families encountered difficult situations, and (b) in cases where either spouse had a demanding or difficult job, there were gender differences with regard to the process of coping with work-family conflicts. The implications of these results are discussed.
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