Emotional labor

Common card · No. 245782

Emotional labor is the act of managing one's own emotions and the emotions of others to meet job expectations. It requires the capacity to manage and produce a feeling to fulfill the emotional requirements of a job. More specifically, workers are expected to regulate their personas during interactions with customers, co-workers, clients, and managers. This includes analysis and decision-making in terms of the expression of emotion, whether actually felt or not, as well as its opposite: the suppression of emotions that are felt but not expressed. This is done so as to produce a certain feeling in the customer or client that will allow the company or organization to succeed. Roles that have been identified as requiring emotional labor include those involved in education, public administration, law, childcare, health care, social work, hospitality, media, advocacy, aviation and espionage. The sociologist Arlie Hochschild provided the first definition of emotional labor, which is displaying...

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