Mark Anthony Polinar

This study evaluated how call center agents manage their emotions when interacting with customers with different emotional states. The coping mechanisms employees develop through experience can impact their communication and satisfaction with customer service. A study was conducted using a descriptive-correlational design in three Business Process Outsourcing companies in Cebu City, Philippines. The study aimed to determine employees' agreement and effectiveness in self-awareness, self-management, social awareness, and relationship management. An online sample size calculator was used to gather data, and 150 respondents were chosen out of 243 call center agents. The data was analyzed using simple frequency, percentage, weighted mean, and ANOVA type III. The study indicates that age is crucial in the respondents' self-management (F ratio= 3,146, p= .412). This suggests that BPO employees become better at managing themselves as they get older. Additionally, the study respondents' monthly income significantly impacts their social awareness level (F ratio= 5,144, p= .040). This means that those with higher incomes tend to have greater social awareness than those with lower incomes. The BPO industry should prioritize candidates with high emotional intelligence during hiring. They can better adapt to the fast-paced work environment. Graveyard shift workers should receive higher wages and benefits. Employees should attend workshops on management, leadership, and emotional intelligence. Annual team-building events should also be considered for a positive work environment.

Hog farming is a significant industry in the Philippines, providing 60% of the country's animal meat consumption. However, the African Swine Fever (ASF) outbreak has caused its collapse. In effect, the hog raisers stopped their operation and sought alternatives to earn money for the family's needs. As a result, a phenomenological study investigated the hog raisers' lived experiences and how they cope with the existing phenomenon. Six key informants were selected based on inclusion criteria and purposive sampling for one-on-one interviews conducted by researchers. Using Creswell's approach, (1) fear of the virus, (2) frustration from the border controls and lockdowns, (3) broken promises of financial assistance from the Department of Agriculture, and (4) incurred substantial financial loss were themes concerning the lived experiences of the key informants. Also, the key informants shared how they coped with the outbreak, including (1) shifting to a farming business, (2) working in a construction site, and (3) making hollow blocks. An effective approach to combat the ASF outbreak in Cebu necessitates a comprehensive strategy that draws on insights from key informants. It is imperative to establish systems of support that consider the financial, emotional, and psychological needs of those affected. Collaborative efforts with local communities, researchers, and government organizations are also crucial to devising sustainable plans for managing and preventing ASF in the long run. This study sheds light on the obstacles encountered by the hog industry in Cebu and underscores the significance of implementing coordinated measures to mitigate the effects of ASF.