|▲ Park Won-young, CEO of WYP Edu Consulting|
Emotional labor is the process of managing feelings and expressions and workers are expected to regulate their emotions during interactions with customers, co-workers and superiors. Emotional laborers often suffer from severe stress and it sometimes leads to mental illness. This is the reason that researches and measures have been actively going on both publicly and privately to tackle the issues. Park Won-young, CEO of WYP Edu Consulting, has carried on her special lectures and consulting on emotional labor to more than 200 companies for the last 13 years. Park worked as an executive secretary of LG Display and an international crew member of Korean Air before shifting her career to a service consultant at Samsung Electronics Logitech, Seoul City and Hyundai I-Park Mall. “I named WYP after the first initials of “What’s Your Point?” meaning that I bring up the very heart of the matter and its solutions. Many workers in the service industry tend to have low self-esteem and confidence in the job. Naturally, this can lead to passive services. Therefore, it is important to motivate them with the idea that ‘everybody might do the job but not everybody can do it right’ from which the active services can be drawn out” explains Park. To make the motivation work effectively, Park brought up three training methods: Welcoming, Yearning and Professional. Welcoming promotes concentration through active engagement and storytelling while Yearning draws active participation based on action learning and Professional offers various consulting contents platforms on SNS. Some of the excellent programs of WYP Edu Consulting include customer reception, answering the phone, dealing with complaints and management of emotion and stress. It is notable that the manual she made during her service at Seoul City is still being used to deal with vicious complaints and the effective curriculum of WYP Edu Consulting is widely used at a number of public institutions such as Seoul City, Gyeonggi Province, Seoul Human Resource Development Center, Gangwon-Do Education Training Institute and Daejeon Education Training Institute. “Years of my experience tell that the public awareness on ‘service and communication’ must also be needed. It might make it simple that they think one of their family members or friends is the one whom they are receiving the service from. Likewise, the company also needs to treat their employees as their trustworthy companions from which the excellent customer services are delivered” emphasizes Park. Meanwhile, Park is actively engaging in free communication services for the blinds and currently is working on her first book <Solution Is the Answer When It Comes to Service (tentative)> scheduled to release this August. In recognition of the contribution made to the industry, WYP Edu Consulting won the 2018 Korea Education Industrial Awards in the category of the education consulting April this year.
Note: <Power Korea> ‘rewrites’ Korean article into English ‘concisely’.
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