The effects of communication skills programs on the behaviours of emotional labor in organizations

The Master's Degree thesis called " The Effects of Communication Skills Training Program on the Behaviours of Emotional Labor in Organizations" focuses on communication based trainin program, emotional labor and emotional behaviour. Our feelings are our compasses in our lives. It is possible to use these corectly and effectively by improving the training and communication skills of emotions. It is important to develop communication skills, to create learning desire, to be able to recognize and take the responsibility for the others' feelings. It is possible to manage emotions and to control them through the training of emotions. It is stated that the emotions of the employees are emphasized in the understanding of the modern management system. Employees interacting with the customer in the service sector draw attention to showing empathy, controlling their emotions, exhibiting the behaviours that the organization expects in the concept of emotional labor and emotional behaviour. It is aimed that emotional labor behaviours which empower employees to develop their emotional management skills increase the quality of employees' interaction among each other and the interaction between the employees and the customers. As a result, this provides emotional control, regulations and demonstration of the behaviors that the organization expects. Key Words: training, communication skills, emotional labor and emotional behaviour rules