Deniz Devrim TAŞDEMİR, Hülya GÜNDÜZ ÇEKMECELİOĞLU, İbrahim YIKILMAZ

Çok Kültürlü Ortamda Çalışanların Kültürel Zekâ Düzeylerinin Duygusal Emek Gösterimlerine Etkisi

Çeşitli teknolojik ilerlemeler ve iş yapma şekillerindeki değişimler, çok kültürlü çalışma ortamını oluşturmuş ve bu ortamın gerektirdiği tutum ve davranışları sergileme yeteneği olarak tanımlanan kültürel zeka ve çalışan performansını belirleyen diğer önemli unsur olan duygusal emek arasında ki ilişki çok kültürlü bir örgüt yapısına sahip çalışma ortamında yer alan 101 katılımcı üzerinde incelenmiştir. Sonuçlar incelendiğinde; kültürel zekânın örgüt üyelerinin duygusal emek davranışını pozitif yönde etkilediği, üst bilişsel zeka bileşeninin duygusal emeğin yüzeysel rol yapma davranışını negatif, derin davranış ve doğal (samimi) davranış boyutunu pozitif yönde etkilediği, kültürel zekanın alt boyutlarından davranışsal kültürel zekanın, yüzeysel davranış, derin davranış ve doğal (samimi) davranışı pozitif yönde etkilediğini göstermektedir. Araştırma sonuçları, çok kültürlü ortamda özellikle üyelerin kültürel zeka düzeyinin duyguların yönetiminde ve örgüt tarafından istenen duyguların gösterilmesinde çok önemli bir rol oynadığını göstermektedir. Üst düzey yöneticiler tarafından gerek üyelerin kültürel zekâsının gerekse duygusal emek gösteriminin dikkate alınmasının stratejik insan kaynağının etkin yönetimi açısından önemli olduğu değerlendirilmektedir.

Anahtar Kelimeler:

Kültürel zeka, duygusal emek, çok kültürlü çalışma ortamı

The Effect of Cultural Intelligence Level on Emotional Labor in A Multicultural Environment

Various technological advances and changes in the way of doing business have created multicultural working environments and the need for human resources being compatible with this environment. The purpose of the study is to examine the relationship between cultural intelligence and emotional labour and 101 participants working in a multicultural organization were analyzed. According to the results, CQ has a positive effect on the emotional labor behavior of the members of the organization, the metacognitive CQ affects the surface acting behavior negatively and affects deep acting and genuine acting dimensions positively and behavioral CQ affects surface acting, deep acting and genuine acting positively. The results of the research show that in multicultural environment, especially the level of cultural intelligence plays a very important role in the management of emotions and the emotions desired by the organization. Taking into consideration the results obtained by decision makers is important in terms of effective management of strategic human resources.

Keywords:

Cultural intelligence, Emotional labor, Multicultural environment,

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