2. WHAT IS MEANT BY EMOTIONAL
Emotional Labour is the process of
managing feelings and expressions to fulfill
the emotional requirements of a job. More
specifically, workers are expected to
regulate their emotions during interactions
with customers, co-workers, clients and
3. TYPES OF EMOTIONAL LABOUR
There are Two types of Emotional Labour they are
4. MEANING OF SURFACE ACTING
This involves managing or modifying the outward
expression of emotions without necessarily
changing how one feels internally. It refers to
putting on a display of emotions that are expected
or required by the job, even if they do not genuinely
align with one's true emotions.
5. MEANING OF DEEP ACTING
This involves actively trying to modify one's inner
feelings to align with the required emotional
display. It requires individuals to genuinely feel
the emotions they are expected to express.
6. EXAMPLE OF EMOTIONAL LABOUR
Customer service: Service employees are often expected to remain
calm, patient, and friendly, even when dealing with difficult or irate
Hospitality industry: Hotel staff, restaurant servers, and front desk
personnel are often required to exude warmth, friendliness, and
attentiveness towards guests, regardless of their personal mood.
Healthcare: Healthcare providers need to exhibit empathy,
compassion, and reassurance while interacting with patients, even
in challenging or distressing situations.
Teaching: Educators often engage in emotional labor by managing
their emotions to create a positive and supportive classroom
environment, despite potential challenges they may face.
8. CONCEPT OF EMOTIONAL LABOUR
Emotional labour is a work-specific role. It
involves managing emotions during interactions
(e.g., organizational outsiders) to achieve
professional goals and conform to work role
requirements. Labour expectations are explicitly
stated in handbooks, training, financial goals.
9. COMPONENTS OF EMOTIONAL LABOUR
frequency of appropriate emotional display
Attentiveness to required display rules
Variety of emotions to be displayed