Knowra Emotional labor Emotional labor Emotional labor is the management of feelings and emotional expression to meet the expectations of a job. It is often performed through displaying emotions that workers do not actually feel.
Surface acting : A strategy of displaying an expected emotion without changing the feelings beneath it. It meets workplace display rules by altering expression rather than inner feeling.
Arlie Russell Hochschild : An American sociologist whose research examined emotion, gender, family life, and work. She established emotional labor as a sociological concept.
Customer service : Assistance and support provided to people using or buying an organization’s products or services. Customer-facing workers often have to remain pleasant during difficult interactions.
Burnout : A work-related syndrome involving exhaustion, mental distance or cynicism, and reduced professional efficacy. Sustained emotional demands can contribute to exhaustion and detachment.
Emotion work : The management of feelings to create a publicly observable facial or bodily display, typically in private life. Hochschild distinguished private emotion work from labor performed for wages.
Deep acting : A strategy of trying to change inner feelings so they match an expected emotional display. It produces required expressions by working on feelings themselves.
The Managed Heart : A 1983 book by Arlie Russell Hochschild about commercialized emotion and flight attendants’ work. It introduced the concept through research on airline service work.
Nursing : A health profession focused on caring for people, promoting health, and supporting treatment and recovery. Nurses manage their own and patients’ emotions amid illness, pain, and uncertainty.
Job satisfaction : A person’s evaluative attitude toward their job and its conditions. Emotional demands can shape whether workers find their jobs rewarding or frustrating.
Emotional intelligence : The capacity to perceive, understand, use, and regulate emotions in oneself and others. It describes an ability, not the job demand to display prescribed feelings.
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