Emotional labor is often defined as the way in which a worker needs to present a particular emotional image of themselves (both body language and facial expression) towards the public, even if the worker feels otherwise. In other words, when you’re at work, you need to be pleasant, cheerful and upbeat even when you may be feeling depressed, sad, angry or grief-stricken.
An additional point can be the way they design the job. Are they required to perform in certain ways, or do they have the freedom? Emotional labour can bring about negative impacts no matter how well the individual identifies with the role played by the employees. Operators who have been working in call centres for a long time still find the type of service work to be harmful. The more the frequency of service interactions, the more they relish the break they receive, when acceptable to management. FLSW can type the customer and this would help negate factors that could cause problems. Customers who come just for window shopping sometimes get in the way of good customers and the retail outlet may miss a sale. Typologies can help prevent such realities. The performance of emotional labour in the economy is on the rise and so too would the impacts that emanate from it. Positive impacts include fun, excitement and reward when performing emotional labour as a comic relief, as a fix, and as an altruistic service. Negative impacts include stress, detachment, depersonalisation and self estrangement due to the alienation from the self's emotions resulting in exhaustion and dissonance. The factors that would influence these factors would include the organisation's approach to the management of service work and the type of HRM policy implemented, the type of service work performed, and the worker's coping and resistance methods.
Emotional Labour Free Essays - StudyMode
Organisations have used emotion cultures to define social behaviour. These cultures are used through written rules and social norms dictated by Labour (Hochschild,1983).Dealing with emotions in the workplace has shown to be a sensible topic as social trends change continuously (Kotter, 1992):...