Labor Exerted for Emotional Responses: Identification, Scenarios, Classes, and Results
Emotional labor, a term coined by Arlie Hochschild in her 1983 book 'The Managed Heart,' refers to the effort required to regulate and manage one's emotions in social, professional, and personal interactions. This invisible work is often undertaken to meet the needs of others and maintain a pleasant demeanor, even when individual feelings may be negative.
In the workplace, emotional labor is frequent among service workers, who are expected to display friendly and positive attitudes towards customers, no matter the situation. This practice, often referred to as 'service with a smile,' is a common example of emotional labor. Similarly, healthcare professionals, such as doctors and nurses, must understand and respond appropriately to the emotional needs of their patients. Leaders, too, use emotional labor to influence the emotions, motivations, and performances of their followers.
Outside the professional sphere, emotional labor is prevalent in family life, where one person may take on the responsibility of managing family emotions, remember appointments, and actively initiate discussions about sensitive topics. Women are often responsible for these duties in a heterosexual relationship, with mothers shoulder the majority of the emotional labor load.
The theory behind emotional labor proposes that organizations commercialize workers' feelings by requiring them to display emotions as part of their job responsibilities. This practice, known as 'feeling rules,' allows organizations to control employees' inner lives and thoughts to a certain extent. However, some argue that the appropriate term should be 'display rules,' as organizations can only regulate employees' outward expressions of emotion, not their private emotional states.
Emotional labor can induce emotional dissonance, leading to distress, feelings of depersonalization, and a decrease in personal accomplishment at work. Yet, when employees genuinely feel the emotions they are expected to display, they are less likely to experience negative consequences. Deep acting, which involves consciously feeling the emotions required by the situation, may, in turn, increase job satisfaction, organizational commitment, and customer satisfaction.
Emotional labor and emotional contagion are closely related concepts that significantly influence interpersonal interactions. Emotional labor can lead to emotional exhaustion if individuals are not able to manage their emotions effectively, while emotional contagion refers to the process by which people unconsciously catch and mirror the emotions of others. In a workplace, for example, an individual's emotional labor can either spread positive emotions or mitigate negative ones, affecting the emotional contagion dynamics in social interactions. Conversely, emotional contagion can necessitate emotional labor to manage the emotional climate around the individual.
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- Emotional labor, a concept in psychology and social psychology, involves regulating feelings in various social, professional, and personal interactions, including the workplace, family life, and even education-and-self-development.
- In the workplace, emotional labor is common among service workers, healthcare professionals, and leaders, who must manage emotions to meet the needs of others or maintain a positive image.
- Women often bear the brunt of emotional labor in heterosexual relationships, taking on the responsibility for managing family emotions and appointments.
- The theory suggests that organizations commercialize workers' feelings through 'feeling rules,' controlling employees' inner thoughts and expressions of emotion to a certain extent.
- Emotional labor can lead to emotional dissonance, causing distress and feelings of depersonalization, especially when employees unwillingly display emotions that conflict with their true feelings.
- On the other hand, when individuals genuinely feel the emotions they are expected to display, they may experience increased job satisfaction, organizational commitment, and career-development.
- Emotional labor and emotional contagion are closely related, significantly impacting interpersonal interactions and relationships.
- Emotional labor can either spread positive emotions or mitigate negative ones, affecting the emotional climate in workplaces and society.
- Emotional contagion, the unconscious process of catching and mirroring others' emotions, can necessitate emotional labor to manage the emotional climate around an individual.
- Health-and-wellness programs, focused on workplace-wellness, acknowledge the importance of managing emotions for overall job satisfaction, career growth, and personal well-being.
