Emotional Labor

  1. 3 Show the impact emotional labor has on employees.

If you’ve ever had a job in retail, sales, or waited on tables in a restaurant, you know the importance of projecting a friendly demeanor and smiling. Even though there were days when you didn’t feel cheerful, you knew management expected you to be upbeat when dealing with customers, so you faked it.

Every employee expends physical and mental labor by putting body and mind, respectively, into the job. But jobs also require emotional labor, an employee’s expression of organizationally desired emotions during interpersonal transactions at work. Emotional labor is a key component of effective job performance. We expect flight attendants to be cheerful, funeral directors to be sad, ...

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