Emotional labor

Definition

Emotional labor is the process of managing feelings and expressions to fulfill the emotional requirements of a job, especially in service-oriented roles. It involves displaying certain emotions while suppressing others to create a specific emotional experience for customers or clients. This concept is crucial in understanding how emotions are integrated into the workplace, influencing both individual well-being and organizational culture.

5 Must Know Facts For Your Next Test

1. Emotional labor can lead to emotional exhaustion, as continuously managing one's feelings can be mentally taxing over time.
2. Workers in professions like nursing, teaching, and customer service often engage in emotional labor as part of their roles.
3. The concept was first introduced by sociologist Arlie Hochschild in her book 'The Managed Heart', highlighting its implications in the service industry.
4. Emotional labor is different from emotional intelligence; while emotional intelligence refers to the awareness and management of emotions, emotional labor focuses specifically on the work aspect of managing emotions.
5. Organizations that recognize and support their employees' emotional labor needs can foster a healthier work environment and reduce turnover rates.

Review Questions

• How does emotional labor affect the well-being of employees in service-oriented roles?
  • Emotional labor can significantly impact the well-being of employees by leading to emotional exhaustion, stress, and burnout. Those who consistently manage their emotions to meet job demands may struggle with feelings of disconnection from their true selves. This dissonance can cause mental strain, affecting overall job satisfaction and performance.
• Discuss the differences between surface acting and deep acting in the context of emotional labor. What are the potential outcomes of each approach?
  • Surface acting involves faking emotions or suppressing true feelings to align with job expectations, often leading to disconnection and increased stress. In contrast, deep acting entails genuinely trying to feel the required emotions, which can result in a more authentic experience for both the employee and their clients. While deep acting can lead to greater job satisfaction and lower emotional exhaustion, surface acting may contribute to higher levels of burnout and disengagement.
• Evaluate the importance of recognizing emotional labor within organizations and its impact on employee retention and organizational culture.
  • Recognizing emotional labor within organizations is crucial for fostering a supportive work environment. When companies understand the emotional demands placed on their employees, they can implement strategies to address these challenges, such as training programs or mental health support. This recognition leads to improved employee morale, reduced turnover rates, and a healthier organizational culture that values well-being alongside productivity.

Related terms

Emotional Intelligence: The ability to recognize, understand, and manage our own emotions while also recognizing and influencing the emotions of others.

Surface Acting: A form of emotional labor where an individual fakes or suppresses their true feelings to display the emotions that are expected in a professional setting.

Deep Acting: A strategy of emotional labor where an individual attempts to actually feel the emotions they are required to display, leading to a more authentic emotional experience.