Cảm xúc của người lao động tại nơi làm việc

CAM XUC CUA NGUOI LAO DONG
TAI NOI LAM VIEC
TS. 06 Thj Le Hang
PGS.TS. Phan Thi Mai Hirong

Vien Tdm ly hpc.
TOM TAT
Tinh chdt cong viec gdp phdn hinh Ihdnh nen cdm xuc cua ngudi lao dpng Igi
chinh moi trudng ldm viec do. Mdu nghien cim gim 382 ngudi lao dong hien dang
ldm viec tgi 4 mdi trudng Id: sdn xuat, hdnh chinh. dich vu vd sdng tgo. Kit qud
nghien cim cho thdy. a mdi mdi trudng ldm viec, ngudi lao dpng cd nhitng trdi
nghiem cdm xiic tuang iing. Cdm xuc dm tinh thi Men ro nhit ddc trung tinh chdt
cong viec md nguai lao dpng trdi nghiem
Tir khoa: Cdm xuc dm finh: Cdm xiic duang llnh, Moi trudng ldm viec:
Ngudi lao dpng.
Ngdynhdnbdl: 151112019, Ngdy duyet ddng bdi: 25/5/2019.
l.Mddau
Cam xuc cua ngudi lao dpng tai noi lam viec la thuat ngtt dugc sir dung
de md ta nhiing cam xiic diln ra tai noi lam viee cda ngudi lao ddng. Ly thuylt
ve cac sy kien cam xiic (Affective Events Theory) - ly thuylt dl cap din cac
cam xuc xuat hien tai noi lam viec - cho rang sy phiic tap va yeu ciu hing ngay
trong cdng viee xac djnh trang thai cam xuc, suy nghT va banh xii trong cdng
viee ciia mdi ngudi lao dpng (Weiss va Cropanzano, 1996). Theo Hochschild
(1979) va mdt sd tae gia khac nhu Rafaeli va Sutton (1987), nhilu cdng viec,
nghe nghiep, dac biet la nhttng nghe nghiep bao ham eae cdng viec dich vu, cd
cac quy dinh va/hoae dugc yeu cau mdt each rd rang ve viec the hien cam xiic
cua ban than ngudi lao ddng. Hau het cac cdng viec dich vu ddi hdi nhan vien
can phai cd ky nang thi hien, quan ly cam xiic va tham chi, ddi khi, hg phai thi
hien cam xuc trai ngugc vdi earn xiic ma hp dang cam nhan va trai nghiem
(Hpcbscbild, 1983).
Cac nghien ciru ctia Hochschild (1979) da md ta viec quan ly cam xuc cua

ngudi lao ddng trong cdng viec phuc vu hoac trong cac eo quan, td chitc. Tae gia
da chi ra tinh trang "ddn nen" cam xiic dan tdi sy bic gian, thit vpng va oan

TAP CHI TAMLy HOC, S6 6 (243), 6 - 2019

55


gian. Khi eae cam xiic nay bi "ddng chai", ehiing cd thi din den hanh v ^^^^
chile nang. Nhilu nghien ciiu gin day xoay quanh viec xac dinh cam ^ ^^^^
cdng viee ctia ngudi lao ddng nhu la mdt ylu td anh hirdng ro ret den . ^^.
cdng viec va dich vu khach hang, cilng nhu cam nhan ye hanh phuc va s
-^
ciia nhan vien ttong cac co quan, td chiic, sy tdn tai ciia mpt
(Scbaubroeek va Jones, 2000; Tews va Glomb, 2000; Wharton va Erickson, v )•
Cam xiic tai noi lam viec Id nhirng phdn itng tdm sinh ly phuc dp
g
cd nhdn con ngudi, sit rung dpng cua hp truac Ihuc lien liio dpng dien ra
mpt khodng thdi gian nhdt dinh, bpc lp thdi dp ciia hp doi vtri cdc sttvg, ^.
tuang lien quan din cdng viec, din ti chiic, thoa mdn nhu cdu lao dpng cung
nhu nhu cdu xd hpi eiia hp.
Cam xiic thudng dugc chia thanh 2 loai: cam xiie am tinh va eatn xuc
duong tinh. Ly thuylt md rpng va xay dyng (broaden-and-build theory) ve cam
xuc duong tinh (Fredrickson, 1998; Fredrickson va (Tohn, 2008) cho rang, cam
xuc duong tinh la phan ting thich nghi mang tinh tiln ttiln vdi chirc nang xay
dung ngudn luc Iau dai. Theo Tir diln Tam ly hpc APA (APA dictionary of
psychology), cam xuc duong tinh la trang thai cam giac ben ttong, xay ra khi ca
nhan dat duge muc tieu, ttanh duge mdi de dpa tir ben ngoai hoac ca nhan thay
hai ldng vdi tinh trang hien tai. Xu hudng trai nghiem cac trang thai nhu vay
dupe gpi la anh hudng tich cue (). Trong khi do, cam

xuc am tinh la nhiing phan iing nham ddi phd vdi sy de dpa hoac cac tinh
hudng ed van de ngay lap tiie (Carver, 2003; Cosmides va Tooby, 2000). Cung
theo Tit dien Tam ly hpc cua Hiep hdi Tam ly hgc Hoa Ky (APA dictionary of
psychology), cam xuc am tinh la trang thai cam xiic xay ra khi mpt ngudi
khdng dat dupe muc tieu hoac dl tranh mdt mdi de dpa hoac khi mpt ngudi
khdng hai Idng vdi tinh trang hien tai. Xu hudng trai nghiem cac trang thai nhu
vay dupe gpi la anh hudng tieu cue (bttps://dictionary.apa.org). Cam xiic tieu
cue la nhttng cam xuc Iam can ted boat dpng cua con ngudi, lam ca nhan trd
nen yeu dudi, tu ti, chan nan, thilu sang sudt, din din chd thu ddng, bit lye,
khdng thi bien dugc hanh dpng (Dao Thi Oanh, 2008).
Trong nghien cim nay, cam xiic duong tinh tai noi lam viec la trang thai
vui ve, hanh phuc, quan tam, nhiet tinh, say me, td md, tu hao cd ich himE
thu, yeu thich, tin tudng,... Cam xiic am tinh la tiie gian, budn, sp lo aJ chan
'
nan, mat dpng luc, bat man...
' ''
Cam xuc am tinh dugc thi hien khae nhau giua nhttng ngudi 1 rt"
trong cac mdi trudng lam vipe khac nhau. Nhttng ngudi lao ddna y°
trone mdi trudng
trudne san
sian xuat hiem
biem khi gap
oan mat khach
Hiar-li hang
v,?,^„cua
„,'...hp'
, d' .^
viec
trong
tam

ttang khdng tdt cua hp (nlu cd) khdng anh hudng din khach han'o T vay,
''^^\ !^™
"(=• luy nhien.
56

TAP CHI TAMLy HOC, Sd 6 (243), 6-2019


vdi nhung ngudi lao ddng lam cdng viec djch vu, phuc vy thi ngugc lai, mdt
phin thdi gian lam viec dang kl ciia hp danh cho viec tilp xuc trye tilp vdi
khach hang - nhttng ngudi sti dung djch vu - cho nen nhttng cam xuc cua hg cd
thi lam anh hudng din cdng viec cita hp, din co quan, td chue. Vi vay, hp ludn
CO ging che giiu cam xilc thye sy ctia minh, ludn thi hien sy lac quan, than
thien va lich su.
Trong mot ngay lam viec, mdt ngudi lao ddng thudng trai qua nhilu
cam xiic^ khac nhau vdi cac cudng dp va trudng dp khac nhau. Hay tudng
tupng dilu gi se xay ra nlu mdi ngudi cd ging che giiu cam xiic thye sy eua
minh ttong 8 tieng hoac ban tai noi lam viec?
Bat cii ngudilao dpng trong ITnh vyc nao ciing tung cd trai nghiem cam
xuc am tinh nhu buon, gian dir hoac sg hai. Ngudi lao ddng diu phai vugt qua
nhiing cam xiic am tinh dl thi hien ban sic ea nh^n ciia minh. Mpt ngudi lao
ddng chuyen nghiep phai bill kiem soat cam xiic ctia minh va bill "diln xuit"
nhung cam xiic ein thiet ma cdng viec ddi hdi (Hochschild, 1979).
Nghien cim nay mudn tim hieu trai nghiem cam xiic ciia ngudi lao ddng
ttong nhirng mdi trucmg lam viec khac nhau. Mdi trudng lam viec d day dugc
hieu la mdi trudng tam ly tai noi lam viec, la bau khdng khi tam ly chung cd
anh hudng den cam xiic ctla ngudi lao dpng tai noi dd.
Sd ii6u trong bai viet nay dugc thu thap tu ngudi lao ddng dang Iam viec
ttong 4 mdi trudng lam viee, eu the la:
Thii nhSt, nhdm ngudi lao ddng lam cdng viec san xuat - ngudi lao ddng

tham gia san xuat trye tiep. Cdng viee cu the ciia hg hang ngay la lam viec theo
day chuyen, tren may mdc, tao ra cac san pham theo tirng cdng doan khac
nhau. Nhu vay, nhdm lao dpng nay chd yeu tilp xuc vdi cdng cy lao ddng.
Thdi gian lam viSc cua nhdm cdng nhan thucmg theo ea sang, trua, ehilu theo
quy dinh ctla cdng ty theo tuan hoac thang.
Nhdm ngudi lao ddng thir hai la nhdm lam cdng viec lien quan den cdng
van, giiy td, thu tyc hanh chinh. Nhdm nay dugc ggi la nhdiTi lam cdng viec
hanh cht'nh. DSe thd ciia nhdm lam cdng viec nay la lam viec hang ngay dung 8
tilng theo quy dinh ctla co quan, td chue. Cdng viec thudng lam la nhan cdng
van, phan loai cdng van giti din cac ddi tugng khac nhau trong co quan.
Nhdm ngudi lao ddng tilp theo lam dich vu, cu thi trong nghien cim nay
la nhung ky thuat vien lam viee tai cac phdng kham nha khoa hr nhan, giao vien
mim non, giang vien hpc vien, can bp, nhan vien ngan hang. Nhung ngudi lam
cdng viec nay hing ngay tilp xiic chii ylu vdi con ngudi la khach hang, hpc
vien, hgc sinh, phu huynh... Cdng viec nay kha linh boat vl mat thdi gian.

TAP CHf TAM Ly HOC, Sd 6 (243), 6 - 2019

57


. ja nhdm
Nhdm ngudi lao ddng cudi ciing trong mau nghien <^"" "^gj,(,a hgc
ngudi Iam cdng viec sang tao, Iam nghien ciiu, den tu Vien Han lam ^ _ ^ ^ j^.
xa hpi Viet Nam. Cdng viec cua hp kha doe lap va rieng le, linh boat,
bd bude vl thdi gian va dja diem lam viec.
Muc tieu cua bai vilt nhim tra Idi cau hdi: lieu ngudi lao opng ^ ^ ^
nhimg mdi trudng lam viee khac nhau cd thi cd nhung '^™.'""^ V?".trgng
khdng? Cam xiic nao dugc xuit hien thudng xuyen nhit d ngudi lao dong
moi nganh nghe?

2. M I U va phucmg phap nghien ciru
2.1. Mdu nghien ciru
Nghien cira dugc tiln hanh tren 382 ngudi lao ddng hien dang lam v^ec
trong cac linh vyc: san xuit (chilm 26% sd ngudi tra Idi), hanh chiiJi (chiem
36,5%), djch vy (chilm 33%) va sang tao (chilm 4,5%) tai thanh phd Ha Ngi
va thanh phd Jld Chi Minh. Miu nghidn ctiu gdm 76,6% lao dpng ntt, 23,4%
lao dpng nam. Dp tudi trung binh cua nhdm nghien cira la 34 tudi vdi dp lech
cbuan la 7,617.
2.2. Cong cu do liriTng
Ngoai nhung cau hdi thu thap thdng tin ca nhan nhu mdi trudng lam
viec, gidi tinh, dp tudi, trinh do hgc vin cua ngudi lao ddng, bang hdi bao gdm
cac cau hdi tim hieu trai nghiem cam xiic cua ngudi lao ddng trong qua ttitih
lam viee. 44 cam xiic dupe tim hieu (bao gdm 15 cam xiic dutmg tinh, cdn lai
la cam xiic am tinh). Trai nghiem tung cam xuc dugc danh gia theo 4 muc do,
trong do, 1 tuong ung vdi chua tung cd; 2- chi mpt ddi iin; 3- kha thudng
xuyen va 4- ludn dien ra.
Sd lieu chu yeu duge xu ly bSng phep tinh vl tin suit ttai nghiem cam
xiic va tin suit miic dp ttai nghiem tung loai cam xuc: tit chua tung cd (chua
ttai nghiem cam xile do) den cam xuc dd ludn dien ra vdi ngudi lao ddng. Vdi
viec sit dung each tinh tin suit cho phep thiy dugc nhung cam xuc xuit hien
thudng xuyen d ngudi lao dpng.
3. Ket qua nghien cuu
3.1. Trai nghiem cam xdc duang tinh theo moi trucmg ldm viic
Ket qua nghien ciru cho thiy, 15 cam xiic duong tinh dupe hiu hit
lao dpng danh gia cd xuit hien d hp. Nlu xem xet trai nghiem cam xu T^""'
tinh cua ngudi lao ddng tai mdi trudng lam viec mdt each tuong ddi kh' °"^
cd the thay, trong nganh djch vu va hanh chinh, tv le naudi !=„ .,.'" ''"^''
J . isuui lao Jong t^jj

58

TAP CHI TAMLy HOC, Sd 6 (243), 6-2019


nghiem 15 cam xuc ducmg tinh tai noi lam viee Idn hon so vdi ty le tuong iing
ttong hai mdi trudng cdn lai.
NIU xem xet ttai nghiem cam xiic duong tinh cda ngudi lao dpng d timg
mdi trudng Iam viec mdt each cy thi hem, cd kit qua sau:
Trong mdi trudng lam viec thudc Iinh vyc hanh chinh va djch vu: tren
90% ngudi lao ddng cd bilu hien eae c4m xuc nay. Tham chi, 100% sd ngudi
dupe hdi cd cam xiic vui trong khi lam viee. Cam xuc thich thu va tin tudng
dupe xuat Men d hon 99% sd ngudi lao ddng.
Trong mdi trudng lao ddng san xuit, khoang 85%i sd ngudi lao ddng cd
cam xiic tu hao, ngudng md va tin ttrdng tai noi lam viee. Nhttng cam xuc cdn
lai nhu vui, hiing thii, yeu thuong... cd d khoang 90% sd ngudi lao ddng. Cam
xuc cd d nhieu ngudi lao ddng ban ca la cam thiy lac quan (chilm 99,3%)).
Bang 1: So sdnh tdn sudt trdi nghiem cdm xiic duang linh ciig ngudi Igo dpng
trong moi trudng ldm viec khdc nhgu
Moi trirtrng am viec (%)

Cam xuc dirong tinh
San xuat

Hanh chinh

Dich vu

Sang tao

Vui

94,6

97,7

100,0

100,0

Tit hao

86,9

92,4

95,7

88,2

Hihigthii

94,2

98,5

98,2

100,0

Thoai mai

95,3

98,5

99,1

100,0

Yeu thucmg

92,9

94,7

96,6

100,0

Hai long

92,0

98,5

98,3

100,0

Nhiet tinh

94,4

98,5

97,5

94,1

Lac quan

92,0

99,3

96,6

82,4

Hanh phuc

93,3

93,8

98,3

100,0
76,5

Hy vong

90,9

95,2

96,5

Thich thu

96,6

96,1

99,1

88,2

Quy trong

96,4

97,7

98,3

93,3

C6 dong luc

91,7

97,0

98,3

94,1

NgirSnp mo

82,4

92,0

92,0

76,5

Tin tuong

87,2

96,0

99,1

88,2

TAP CHI'TAM Ly HOC, Sd 6 (243), 6 - 2 0 1 9

59


, tfji nghiem
Trong mdi ttudng lam viec sang tao, ty le ngudi lao dpng f
^^^ xdc
cac cam xile duong tinh khae nhau cd sy chdnh lech khd Idn. Cu "f^' .j^^j ygo/.).
ngudng mp va hy vpng cd ty le ngudi traj nghiem thap hon ca (
^^. ^^^^
Trong khi dd, nhung cam xiic nhu vui, bdng thu, thoai mat, yeu t"". ^^'
va hanh phiie dugc 100% sd ngudi lao ddng ttai nghiem tai not lam vi. •
^
Ttt nhung md ta vl sd lieu tten day eho phep nit ra mdt vat p a
mang tinh khai quat:
- Trong mdi trudng lam viee sang tao, hiu hit ngudi laP
^°^^^^
nghiem cac cim xuc vui, himg thii, thoai mai, yeu thuong, hat lotig
.
phuc. Trong khi dd, cac cam xuc ngudng md va hy vpng cd d mot ty te g
lao ddng thap hon dang ke.
- Trong mdi trudng lam djch vu, cac cam xdc vui, thoai mai, thich thu
va tin tudng xuit hien d tuyet dai da sd ngudi lao ddng.
- Cdng viec hanh chinh mang lai ttai nghiem cac cam xiic ducmg titih
cho dai da sd ngudi lao ddng. Trong dd, trai nghiem cam xiic lac quan cd d gan
nhu tuyet dai da sd ngudi lao dpng.
- Trong mdi ttirdng san xuit, hai cam xiic thich thii va quy trgng dugc
hiu bet ngudi lao ddng ttai nghiem.
d bdng 1, sd lieu cho chimg ta cai nhin tdng thi ve sy xuat hien cac cam
xiic ducmg tinh d ngudi lao ddng tai mdi trudng lam vide cua hp. Tuy nhien,
nhttng con sd do khdng cho chung ta cai nhin ve tan suat xuat hifin ciia timg

loai cam xuc. Tren thye te, cd nhttng cam xiic chi dugc ngudi lao ddng ttai
nghiem mdt vai Ian trong qua trinh lam viec. Dl bill cdm xuc nao xuat hien
thudng xuyen d ngudi lao dpng tai noi Iam viec cua hg, chiing tdi da tfah toan
theo cdeh gdp 2 muc do tan suit (kha thudng xuyen va ludn diin ra) ctia timg
loai cam xuc (bieu do 1).
Sd lieu tren bieu dd 1 cho thiy, ty le ngudi lao ddng ttong mdi trudng
lam viec dich vu va sang tao trai nghiem cam xuc duong tinh thucmg xuyen
cao hem so vdi ty le nhttng ngudi lao ddng trai nghiem cam xile ttiong ling
trong hai mdi trudng cdn lai.
Sd lieu eung cho thiy, khoang 80% sd ngudi lao ddng lam viec trong
mdi trudng san xuat va ttong mdi ttudng hanh chinh cd trai ngbiSm thudne
^
xuyen cam xuc duong tinh.
Xem xet nhimg cam xuc dugc nhilu ngudi lao ddng trai ngbtdm b "t •
it ngudi ttai nghiem nhit trong tung mdi trudng lam viec d gidi han &d ^9
cam xuc, cd thi cd mdt vai nhan xet sau:
' ™ °a 2

60

TAP CHi TAMLy HOC, Sd 6 (243), 6.2019


San xuat

ll

sw

"i ^

Hanh chmh
lOO
90

II

TAP CHf TAM l y HOC, S6 6 (243), 6 - 2019


Sang tao
100
90

Ghi chil: Sd lieu trinh bay trong biiu dd 1 chi llnh todn Irong nhom lao dpng co xudt hien
cdm xiic duang llnh va loai bo todn bo nhiing truing hap ddnh gid bdn thdn chua timg trdi
nghiem cam xiic duang tinh.

Biiu dd I: Ty le nguai lao dpng trdi nghiem thuang xuyen cdc cdm xiic duang
tinh trong mdi truang ldm viec khdc nhau
Neu xet chung trong tat ea cac mdi trucmg lam viec, khoang 60 - 80% sd
ngudi lao ddng trai nghiem cam xiie duong tinh. Cam xiic dugc nhieu ngudi
trai nghiem nhat la nhiet tinh va yeu thucmg: sd lugng ngudi ttai nghiem
thudng xuyen iin lugt la 83,4% va 83,6%i. Hai cam xuc dugc it ngudi ttai
nghiem nhit la ty hao (chilm 56,1%) va ngudng md (chilm 41,7%i).
Trong mdi trudng hanh chinh, vui va nhiet tinh la hai cam xilc dugc trdn
85% sd ngudi trai nghietn. Cam xiic it xuit hien nhit trong mdi trucmg nay la
cam xiic ngudng mp (chiem 60,8%).
Trong mdi trudng dich vu, nhiet tinh va lac quan la 2 cam xuc dugc ttai
nghiem pho biln d ngudi lao ddng (chilm hon 90%), ngudng md va ty hao la

nhimg cam xiic cd it ngudi trai nghiem thudng xuyen nhit - khoang 70»/o
^
Trong mdi trudng lam viee sang tao, hai cam xiic ndi trdi duge hem 90%
sd ngudi lao dpng trai nghiem la hy vpng va yeu thucmg.
Md rpng sd lupng cam xiie dupe xem xet d miie 5 cam xiic kit
' h
thiy: 5 cam xiicnay xuit hien khdng gidng nhau d eae mdi trudne I"*"" '•khac nhau. <3 mdi mdi trudng lam viec, mite dp trai nghiem thudm. " ^'^'^
g xuyen cac
cam xiic d ngudi lao dpng cd dac trung rieng.

62

TAP CHi TAMLy HOC, sa 6 (243), 6

2019


Cam xilc dugc ngudi lao ddng trong ca bdn mdi trudng lam viee ciing
trai nghiem thudng xuyen la yeu thuong va nhiet tinh. Trai lai, cac cjm xiic
hanh philc va hai long chua dugc nhilu ngudi lao ddng trai nghiem thudng
xiiyen ttotig chinh mdi ttudng lam viee ciia hg; ttong khi dd, nlu chi quan tam
din sy xuit hien, khdng tinh din tin suit xuit Men ciia chiing - bang 1, thi hai
cam xiic dd dugc xuat hien d mdt ty le ngudi lao dpng rit Idn, tham chi, cd
nhttng noi, hau bet ngudi lao ddng ed trai nghiem sy hai ldng va lianh phuc.
DO Heu nay cho thiy, cam xilc hanh philc va hai Idng tai noi lam viec chua xuit
hien thudng xuyen d hiu hit ngudi lao ddng. Day la kit qua dang luu y ddi vdi
nhung nha quan ly ttong viec tao ra mdi trudng lam viec giiip ngudi lao ddng
thudng xuyen cam thiy hanh philc va hai Idng vdi cdng viec cila minh.
3.2. Trai nghiem cam xiic am tinh theo moi trudng lam viec
Tai noi lam viec, ngudi lao ddng khdng chi trai nghiem cam xiic duong

tinh ma cdn ttai nghiem nhilu cam xuc dm tinh khac nhau. Phin vilt nay tap
trung khai thae ttai nghiem cam xuc am tinh d ngudi lao ddng ttong mdi
tnrcmg lam viec eua hp.
So lieu bang 2 eho thiy, nhin chung, tai noi lam viec, cam xuc am tinh
mang nhilu sic thai hon so vdi cam xiic ducmg tinh. Cu thi, trong sd 44 cam
xiic dugc dua ra trong nghien cuu, cam xilc am tinh la 29/44 cam xilc, chilm
khoang 65,9% tdng sd cam xuc dugc xem xet.
Mtic dp ttai nghiem timg loai cam xilc cho thiy, mpt sd phat hien thii vj
ve ttai nghiem cam xuc am tinh ctla ngudi lao ddng ndi chung va theo timg
cdng viec ndi ridng.
Bdng 2; So sdnh tdn sunt trdi nghiem cdm xuc dm tinh ciia ngudi lao dpng
trong moi trudng ldm viec khdc nhau
Moi trirffng lam viec (%)

Cam xiic am tinh
San xuat

Hanh chinh

Dich vu

Sang tao

Buon

81,7

92,2

90,3

76,5

C3ng thang

72,0

93,9

31,5

82,4

Lo lang

73,0

88,5

89,7

76,5

Tijc gian

65,9

81,3

74,4

58,8

Thoa

43,0

53,5

46,0

43,8

Chan nan

52,2

72,1

64,7

64,7

TAP CHiTAM Ly HOC, Sd 6 (243), 6 - 2 0 1 9

63


That vgng

55,7

67,7

64,7

^37___

Bat can

42,7

36,6

33,3

___35,1__

Mat done luc

52,3

62,0

52,1

Bi loai trir

29,5

31,5

28,3

40,2

48,5

49,6

33,0

33,3

32,8

23,5

Bit luc

23,5
29,4

51,7

52,7

52,1

29,4

46,6

54,3

48,3

35,3

Ghet

45,8

64,8

49,6

52,9

Kem coi

42,5

53,9

53,0

41,2

Ganh ghet

32,9

40,3

31,6

41,2

Bi dl ky

42,9

60,2

45,7

64,7

IJc che

49,4

79,8

72,4

70,6

BIIC xiic kho chiu

51,7

82,8

75,9

58,8

Khong hai long

51,2

75,8

73,9

52,9

Khong an toan

37,6

53,2

53,0

47,1

V6 dung

31,0

32,3

39,5

17,6

Tgi 16i

24,4

24,4

37,7

23,5

Bi coi thuang

31,7

38,9

40,4

29,4

Dau kh6

31,8

36,7

36,8

35,3

Budn, cang thing va lo ling la 3 cam xuc xuit hien nhilu d ngudi lao
dpng tai nhung mdi trudng Iam viec khac nhau (d khoang 73% din ban 90%
ngudi lao dpng). Trong do, d nhdm lam viec djch vu, cam xuc cang thing it
xuat hien (chi xuat Men d 31,5%), thay vao do, cam xuc tiic gian xuit hien rr
phan Idn trong sd hp (hon 74%).
**
*' ''^ "
Nlu cM xem xet nhttng cam xilc am tinh cd d 70% sd ngudi lan rfnna
tro len, ket qua eho thay:
* ' '^° "^"8
d nhdm ngudi lao ddng la cdng nhan, sd luong cam xiic am t- i, ..
trai nghiem thap hon d nhdm ngudi lao ddng trongnhung cdna vi7. IuT
3/29 cam xtie am tinh dupe tu 72% din 81,7% sd ngudi lao ddnsi t •
Ba cam xuc do la budn (81,7%), cang thing (72%) va lo line f7?./? J?^'"^'"6\'J/oj. (^ac cam
64

TAP CHi TAM Ly HOC, Sd 6 f243w
"'•^43), 6.2019


xiic ta tinh cdn lai xuat Men d dudi 65% ngudi lao ddng, trong dd cam xuc tdi

I6i va bj loai tiii xuat Men d khoang dudi 30% trong so hp.
d nhdm ngudi lao dpng lam cdng viec hanh chinh, sd lugng cam xilc
am tinh xuat hien nhieu nhat. Du lieu bang 2 eho thiy, 8/29 cam xiic am tinh
dugc tit 70% trd len sd ngudi lao ddng trai nghiem, dd la budn, cang thing, lo
ling, bde xUc khd chju, tdc gian, uc cbl, khdng hai ldng va chan nan. Trong
do, ba cam xilc xuit hidn d nhilu ngudi hon ea la: cam xuc budn xuit hien d
92,2% ngudi lao dpng, c5ng thing d 93,9% va lo ling - 88,5%.
Tuong ty, d nhdm ngudi lam cdng viec djch vu, sd lupng cam xilc am
tinh xuit hi6n d ngudi lao dpng kha Idn (cd 6/29 cam xuc am tinh dugc trai
nghiem: budn, lo ling, tire gian, tie cbl, biic xuc khd chju va khdng bai ldng).
Trong do, trai nghiem cam xiic budn va lo ling la khoang 90%, tilp do, cam
xiic gi$n do CO d 74,4%. Trai lai, cam xuc cang thing xuit Men d it ngudi lao
dpng nhat (chiem 31,5% - ty le nay tucmg duong vdi ty le ngudi cd cam xuc
nay d nhttng nhdm cdng viee khac).
d nhdm cudi cung, nhdm lam cdng viec sang tao, cd 4 cam xuc am tinh
dupe it nhat 70% ngudi lao dpng trai nghiem. Cam xuc cang thing cd d nhilu
ngudi lao ddng nhit (chilm 82,4%i), tilp din la budn (chilm 76,5%i), lo ling
(chilm 76,5%i) va tte chi (chilm 70,6%i).
Bang sd lieu 3 trinh bay muc dp ttai nghiSm cam xuc am tinh cila ngutri lap
dpng theo 2 miic: muc 1- dien ra mdt vai Ian va muc 2- dien la kha thudng xuyen.
Bdng 3: So sdnh ty le ngudi lao dpng Irdl nghiem cdm xiie dm linh
theo cdc moi trudng ldm viec khdc nhgu (%)
Hanh chinh

San xuat
Chi dien
ra mot
do! lan

Dien ra

thircmg
xnyen

Chi dien
ra mot
(toi lan

Dien ra
fhu^g
xuyen

Gang thing

50,8

49,2

Gang thang

55,3

44,7

Khong an toan

56,3

43,8

Lo lang

65,2

34,8

Bi loai trit

56,5

43,4

Khong an loan

76,1

23,8

Bi coi thudng

57,7

42,3

Bi dl kv

76,6

23,4

Bite xuc kho chiu

60,0

40,0

Uc che

76,7

23,3

Bat cin

60,5

39,4

Buon

77,1

22,9

36,2

Eire xuc kho chiu

77,4

22,6

Chan nan

63,8

TAP CHi TAM Ly HOC, Sd 6 (243), 6 - 2019

65


64,3

Dau kho
Ganh ghet

Bl d6 kv

35,7

V6 dung

__782)__
^_84J__

64,3

35,7

Bat luc

64,9

35,1

Tuc giiin

__84;6__

65,0

35,0

Khong hai long

__84;5__

65,1

34,9

Chan nan

66,2

33,9

Bat can

66,7

33,3

84,9

22j0__
_J5j9_

_15,0

__854__

14,6

Thao

85,5

14,5
14,3

69,2

30,8

Bi coi thuong

85,7

70,7

29,3

Coi thuong

86.0

13,9

71,1

28,9

Kem coi

87,0

13,0

72,4

27,6

Toi Idi

87,1

12,9

75,0

25,0

Bi loai trir

87,8

12,2

Kem coi

75,7

24,3

Xau ho

88,2

11,8

So liai

78,0

22,0

Ganh ghet

88,5

11,5

Bai luc

78,8

21,2

Mai dong lire

88,8

11,3

That vong

79,6

20,4

Ghet

89,2

10,8

Ghet

84,2

15,8

Dau kho

89,4

10,6

Xau ho

84,8

15,2

That vong

89,8

10,2

Buon

88,2

11,8

So hai

90,0

10,0

Tuc gian

Coi ihirong

Die 1 vu

SantI tao

Chi dien
ra mot
doi lan

Dicn ra
thiro'ng
xuyen

Cang thang

60,2

39,9

Lo lang

62,5

37,5

Bi d6 ky

77,4

22,7

Khong hai long

tjcche

77,4

22,6

Buc xiic kho chiu

80,0

Buon

79,4

20,6

ij'c chS

S3,3

Buc xuc kho chiu

80,7

19,3

Bat can

83,3

Khong an loan

82,0

18,1

Buon

84,6

66

Chi diln
ra mot
doi lan

Dien ra
thiroug
xuven

Lo lang

61,5

38,5

Bi do ky

72,7

27,3

L_77J__

22,2

TAP CHi TAMLy HOC, Sd 6 (243), 6 - 2 0 1 9


Khong hai long

82,4

17,6

Ganh ghet

85,7

14,3

Vo dung

84,4

15,5

Cang thang

85,7

14,2

Tdc gijn

85,1

14,9

Ghet

88,9

11,1

Dau khi

86,0

13,9

Khong an toan

100

0,0

That vong

86,7

13,4

V6 dung

100

0,0

Kem coi

87,1

12,9

Tuc gian

100

0,0

So hai

87,5

12,5

Dau kho

100

0,0

Chan nan

88,0

12,0

That vong

100

0,0

Ganh ghet

88,9

11,1

Kem coi

100

0,0

Bat luc

89,5

10,5

So hai

100

0,0

MSt dong lire

90,2

9,9

Chan nan

100

0,0

Coi thu6ng

92,1

7,9

Bit luc

100

0,0

Bat cin

92,3

7,7

Mat dong lire

100

0,0

Thda

92,3

7,7

Coi thudng

100

0,0

Xau ho

93,4

6,5

Thda

100

0,0

Bi loai trir

93,8

6,3

Xau hd

100

0,0

Toi loi

95,3

4,6

Bi loai trir

100

0,0

Ghet

96,6

3,4

Toi loi

100

0,0

Bj coi thudng

100

0,0

Bi coi thudng

100

0,0

Kit qua d bang 3 cho thiy, trong mdi trudng san xuit, mdt sd cam xuc
am tinh xuit hien thudng xuyen d mot ty le dang kl ngudi lao ddng: cam xilc
cang thing xuit hien d 49%i sd ngudi lao ddng, cam xiic khdng an toan - 43,8%,
cam xiie bj loai tru - 43,4%, cam xuc bj coi thudng - 42,3%) va bttc xiic khd chju 40%. Cac cam xuc am tinh edn lai mac dii cd ty le ngudi lao ddng d day trai
nghiem thip hon so vdi ty le ngudi trai nghiem 5 cam xiic kl tren, nhung so
vdi cac mdi trudng lam viec khac, ty le ngudi lao ddng d day trai nghiem cac
cam xuc nay eao hem dang ke.
Trong mdi trudng cdng viee hanh chinh, gin 45% sd ngudi lao dpng
thudng xuyen trai nghiem cam xuc cang thing. Ghet, dau kho, that vpng va sg
hai la nhttng cam xuc am tinh cd khoang 10% ngudi trai nghiem.

TAPCHiTAM LynpC, S6 6 (243), 6-2019

67


Bdng 4: Trdi nghiem cdm xuc tgi nai ldm viec cua ngudi lao dong
trong cdc moi trudng ldm viec khdc nhau
1
Moi trirfrng lam vice san xuat
Cdm xuc ducmg tinh

Cdm xuc dm tinh

-Vui

- Cang thang

- Bat can

- Nhiet tinh

- Khong an toan

- Chan nan

.

- Yeu thuang

- Bj loai trCr

- Dau kho

- Lo lang

- Bi coi thyong

- Ganh ghet

-Thcra

- Buc xuc kho chiu

- Bi do ky

. V6 dung

- Thoai mai
I - Lac quan

- Tpi loi
LTC

cha

Moi trirong lam viec dich vu
Cdm xuc ducmg tinh

Cdm xuc dm tinh

-Vui

- Cang thang

- Nhiet tinh

- Lo I3ng

- Lac quan

- Bi do ky

-Thich thu

- Uc che

- Y^u thuang

- Buon

Moi triro'ng Iam viec hanh chinh
Cdm xitc duang tinh

Cdm xuc dm tinh

- Quy trpng

- Cang thang

- Uc che

- Yeu thircmg

- Lo lang

- Buon

- Lac quan

- Khong an toan

- Biic xiic cho chiu

-Vui

- Bi do ky

- V6 dung

- Nhiet tinh
Moi tru-tmg lam vice sanp tao
Cam xuc ducmg dnh

Cdm xuc dm tinh

- Vui

- Hi vpng

- Lo lang

- Khong hai long

-Nhiettinh

- Yeu thircmg

- Bi do ky

- BLTC xiic

- Hiing thii

- Thoai mai

kho chiu

. . . ° f *°^° ' ° " 8 " ° ' '''O ^m
lam viec trong mdi trudns rtirh . ••
nghiem thuong xuyen cam xuc cang thing va 38,5% sd ngudTfam - "
sang tao thudng xuyen cam thiy lo ling. Cac cam xilc cdn l a T d r ™"^ " ' ' '
dpng trong 2 mdi trudng nay trai nghiem chti ylu d mire chi di?n " ^ ™ '^°
men ra mdt ddi
68

TAP CHi TAMLY HOC, Sd 6

(2«),6.20 19


Iin. Bac biet, trong mdi trudng lam viec sang tao, 16/29 cam xuc am tinh dugc
100% ngudi lao ddng chi trai nghiem d mire mot ddi iin.
Tu iihung dtt lieu thu dugc, chiing tdi tticb xuit nhttng dtt lieu ndi bat d
bang 4, nham giup ngudi dgc cd cai nhin khai quat vl trai nghiem cam xilc cua
ngudi Jao ddng trong cac mdi trudng lam viec khac nhau. Theo thu tu trong
bang tdng hgp, nhung cam xuc cang diing d vj tri diu cang ed ty le ngudi trai
nghiem thudng xuyen ban, cam xuc am tinh duge in nghieng cd ty le ngudi
ttai nghiem dang ke (ttt 40% trd len).
- NIU chi xet vl sd lugng cac cam xitc am tinh xuit hien d ngudi lao
dpng, tihdm ngudi lao dpng la cdng nhan cd ty le ngudi trai nghiem cam xuc am
tinh thap hon so vdi ty Id hiong ung d eae nhdm ngudi lao ddng lam cdng viec
hanh chinh, djch vu va sang tao. Tuy nhien, nlu xem xet tin suit xuit bien cua
cac cam xilc am tinh, thi nhdm ngudi lao ddng la cdng nhan dang trai nghiem
nhieu cam xiie am tinh d muc dp thudng xuyen hon so vdi ngudi lao ddng lam

cac cdng viec khac. Nhin vao bang tdng hpp, cac cam xuc am tinh dugc ngudi
lao dong la cdng nhan dang trai nghiem thudng xuyen la 15/29. Tren 30% sd
ngutti lao ddng cdng nhan trai nghiem thudng xuyen 15 cam xiie am tinh, trong
so do cd 5 cam xuc am tinh cd ty le ngudi trai nghiem tu 40% trd len.
- Trong 4 mdi trudng Iam viec, mdi trudng sang tao la mdi trudng cd sd
lugng cam xuc am tinh dugc trai nghiem thudng xuyen it hem so vdi cac mdi
tnrcmg khac, dac biet la so vdi mdi trudng san xu^t. Neu chi xem xet trong mdi
trucmg sang tao thi cam xuc bj dd ky la cam xiic ed ty le ngudi trai nghiem
thucrng xuyen diing vj tri thu 2 sau cam xiie lo lang. Ty le ngudi lao ddng trai
nghiem thudng xuyen cam xuc hi dd ky trong mdi trucmg sang tao cao hon so
vdi ty le ngudi eung trai nghiem cam xiic dd d mdi trudng hanh chinh va dich
vu, tuy nhien lai thip ban nhieu so vdi mdi trudng san xuat.
Cac kit qua tren day bude dau giiip cac nha quan ly bilu thuc trang trai
nghiem cam xuc ciia ngudi lao dpng trong mdi mdi trudng lao ddrig, la co sd
dl ed thi dilu chinh cac chinh saeh, yeu cau ddi vdi cdng viee de ngudi lao
dpng cd trii nghiem cam xitc cd Igi cho sue khde ciia hg va cho cdng viec.
4. Ket luan
Kit qua nghien ctiu cho thiy cd su khac nhau vl trai nghiem cam xiie
cila ngudi lao ddng theo mdi trudng lam viec. Trong do, nhung cam xitc duong
tilth dupe trai nghiem kha tuong ddng d ngudi lao ddng trong cac mdi trudng
lam viec khac nhau. Sir khac biet giua trai nghiem cam xuc d ngudi lao ddng
trong cac mdi trudng lam viec chinh la trai nghiem cam xilc am tinh.

TAP CHi TAM Lf HOC, Sd 6 (243), 6 - 2019

69


Chu thich
1. Sd lieu trinh bay trong bi^u d6 I chi tinh toan trong nhom lao dong co ^^^

cam xuc duong tinh va loai bo toan bo nhirng tnrcmg hop danh gia ban than cR
trai nghiem cam xtie dirong tinh.

•

2. Nhirng cam xiic duong tinh va am tinh dugc trinh bay a phan tong hop dua ren
mijrc dp xuit hien thuang xuyen ciia cac cam xuc trong timg moi trudng lam viec
khac nhau.
Tai lieu tham khao
1. APA dictionary a/psychology. https;//dictionary.apa.org.
2. Cohen J. (1988). Statistical power analysis for the behavioral sciences (2nd ed.).
Hillsdale. NJ. Erlbaum.
3. Dao Thi Oanh (2008). Thuc trgng biiu hien ciia mpt sd xuc cdm vd ky ndng duong
ddu vdi xiic cdm tieu cue cua thieu nien hien nay. De tai nghien curu khoa hpc cap Bo.
TS. Nguyin Thi Hue Iam chu nhiem. Truong Dai hpc Su pham Ha Npi chu tri.
4. Hochschild A.R. (1979). Emotion work, feeling rules, and social structure. American
Joumal of Sociology. Vol. 85. P. 551 - 575.
5. Hochschild A.R. (1983). The managed heart: Commercialization
University of California Press. Weiss.

of human feeling.

6. Rafaeli A. and Sutton R.I. (1987). Expression of emotion as part of the work role.
The Academy of Management Review. VoL 12. No. I. P. 23 - 37.
7. Schaubroeck & Jones (2000). Antecedents of workplace emotional labor dimensions
and moderators of their effects on physical symptoms. Joumal Organizational Behavior.
Vol. 21. Issue 2. P. 163 - 183. Special Issue: Emotions in Organizations. https://doi org/
10.1002/(SiCI)1099-1379(200003)21:2<163::AID-JOB37>3.0.CO;2-L.
8 Tews M.J. & Glomb T.M. (2000). Emotional labor re-operationalized: A new scale
development Paper presented at the second conference of emotions in organizations

1 oronto.
9. Weiss H M & Cropanzano R. (1996). Affective Events Theory A theoretical
f^cussion of the structure, causes and consequences of affective experiences at work

10. Wharton A.S. & Erickson R.J, (1995). The consequences ofcarint,- fv„/

70

•

.u

TAP CHi TAMLY HOC, Sd 6 (243), 6 . 2019