绩效管理视角下的高校基层行政人员情绪劳动策略研究

Research on the Emotional Labor of Grassroot Administrative Staff in Colleges and Universities from the Perspective of Performance Management

员工在提供服务时,一般会采用表层情绪劳动和深层情绪劳动,表层情绪劳动容易造成工作倦怠,而深层情绪劳动则不容易造成工作倦怠。高校基层行政人员作为典型的高情绪劳动者,同样面临着情绪劳动策略的选择问题,而影响选择的主要原因之一是高校通过绩效管理的方式对基层行政人员的需求的支持程度。通过从绩效计划、绩效监控、绩效评价、绩效反馈以及持续不断的绩效沟通等几个环节进行精心的设计,可以在高校基层行政人员的需求、组织支持、情绪劳动策略的选择及高校的绩效水平之间实现良性循环。

When offering service,the working staff tend to carry out surface or deep emotional labor.While surface emotional labor is likely to cause labor burnout,the deep one is not.As typical high emotional laborers,grassroots administrative staff at colleges and universities is confronted with the selection of emotional labor strategies,and one of the main factors influencing it is the support of the high education institutions for their demand.It is found out that performance management is an important means to achieve it.This article tries to make a careful design in such aspects as performance plan,performance monitoring,evaluation,feedback and continuous communication in order to bring about a beneficent cycle among the demand of grassroots administrative staff,organizational support,selection of emotional labor strategies as well as performance level of colleges and universities.