Emotional labor is controlling emotions and its display bodily and facially to be more appropriate and suitable for organizational and professional rules. The term of emotional labor was first introduced in a research about airline industry conducted by Arlie Russell Hochschild an American sociologist, the research found this process happens as a consequence for three main factors; job requires face to face or voice to voice interaction with a client or a customer, the employee is doing his job under supervision, the job task is aimed to affect others emotions. (Jeung et al.,2018; Choi and Kim, 2015; Kogovsek et al.,2014;Ye et al.,2015). There is a marked increase in organizations and professions which demand a set of typical emotions to be …show more content…
This is extremely different from organizations perspective which sees emotion as a factor affecting work quality. (Choi and Kim, 2015). Emotions experienced by employee from inside and outside working place can affect the employee’s attitude during working with customers therefore the emotional health and regulation became a recent concern for working organizations. (Modekurti-Mahato et al.,2014). Since emotional regulation is associated with task effectiveness and organizational expectations, it has been more required in jobs with constant human interactions. Emotional labor can happen in two forms; surface acting and deep acting. Surface acting is to perform expected emotions not truly felt by the individual; deep acting requires self regulation for inner feelings and thoughts to stimulate the desired emotion to appear therefore it is associated with increased customer satisfaction and positive service evaluation. (Kogovsek et al.,2014). Emotional labor has been identified as a job stressor for employees who are demanded to suppress their emotions as a must to act more …show more content…
It is mainly focused on providing high quality of care and support for patients and their families, despite the real emotions experienced by the nurses, thus increasing their liability to undergo emotional labor, however, the risk to go through emotional labor can be reduced if the nurse got a positive feedback or appreciation from patients. (Badolamenti et al.,2017;Vilelas et al.,2014).
Teachers have to interact not only with the students but also with parents and colleagues, their professional and personal life should impact the students behavior positively, for this reason it is essential for teachers to know how to regulate their emotions and avoid going through stressful emotional labor maneuver while dealing with students misbehavior. (Ye et al.,2015; Wrobel, 2013). Workers in hospitality and tourism industry have more frequent interactions with customers and their job effectiveness depends on customer satisfaction. Tour guides aim to impress their customers by displaying specific emotions through touristic tours, and they have to deal with customers complaints and problems patiently as an essential part of their job. This emotional acting can cause exhaustion for workers as a sort of emotional labor. (Yim,
The key success to any business transaction is customer satisfaction. A customer always demands the best service and in return offers the company their loyalty. The key to this; great customer service. Smile at the customer, speak to them with a polite tone, and adjust your body language to make it friendly and approachable; all these are related to the concept of emotional labour. Emotional labour proposes that in order to ensure customer satisfaction is achieved, it is vital for “managers or employers to regulate or manage employee’s behaviour or emotional expressions to ensure service quality” (Chu 2002). The concept of emotional labour was first developed by Arlie Hochschild, who was an organizational sociologist. Hochschild stated that if an employee was employed in a service field, then it would be required from the employee to “to display specific sets of emotions (both verbal and non-verbal) with the aim of inducing particular feelings and responses among those for whom the service is being provided”(Hochschild 1983).
Safe labor and delivery is dependent on successful interaction of the four P’s; one of these P’s represents psyche. Psyche refers to “a woman’s emotional structure that can determine her entire response to labor and influence physiological and psychological functioning” (Silvestri, 2011, p. 298). Anxiety and fear are two common emotions experienced by women in labor, especially first time mothers, and can have an unfavorable effect on the labor and delivery process (Silvestri, 2011). In the situation described, Keisha is beginning to experience and express emotions that could be damaging and complicate a safe and successful birthing process. Although Keisha has an outpouring of support from her husband and extended family, it is imperative for the nurse to implement the Quality Caring Model© in this situation. Through implementation of the eight caring factors, the nurse must build and foster caring relationships with Keisha, her husband, their family, and other members of the healthcare team to achieve the best possible outcome for this situation.
Because of these incidentds of disruptive behaviour it is important that teachers have in place their own methods of calming the class, or in some cases of repremanding them. The different methods of claming or repremanding the class are often debated amongst theorists. Johnstone, M is of the opinion ‘A lost temper is often needed in order for the pupils to realise the consequence of their actions’(Johnstone1992) Johnstone believes that a teacher needs from time to time to loose his/her temper in order for the class to notice that when they are disruptive the teacher gets angry and unpleasent. Wilson and Cowell do not agree with this belief. ‘It is essential for teachers to remain in control of themselves at all times, so that they may be a source of security for the pupils. They can be excited or enthusiastic or funny, or all sorts of things, but they must feel secure.’ (Wilson & Cowell 1990) As we can s...
This model explains the connection between employees' inner influences such as emotions, cognitions, mental states, and reactions at work that affect their job satisfaction, organizational commitment, and performance. The hypothesis introduce that affective work conduct can be explained by the workers mood and emotions. Cognitive-based behaviors are the greatest predictors of work contentment. The Affective Event theory also proposes that positive influence as well as the negative lead to emotional incidents at work and are obvious, which has a important psychological influence upon personnel' job approval. Therefore, the theory begins by recognizing that emotions are a reply to an occurrence in the work
Emotions or one’s emotional state definitely affects how we function and interact with others, especially children. When a teacher is in a good mood, he/ she will exercise more energy and will display more patience with his/her students. This will have a positive affect on the clas...
The Industrial-Organizational Psychologist, 41(2), 69-72. Dumbrava, G. (2011). Workplace relations and emotional intelligence. Annals of the University of Petrosani, Economics, 11(3), 85-92. Grubb III, W. L., & McDaniel, M. A. (2007).
Emotional Labor (EL) is defined “as managing emotions through surface or deep acting by following organizational display rules in return for a wage.” (Hochschild 1983). Task performance and strategy is increased through EL and it has impact on administration of service.
Managers should know that emotions are contagious if the boss has a smile his employees feel comfortable and free to smile. Whereas, a boss that is displaying anger makes the work place uncomfortable and a hostile environment. Generally, employees are responsible for their own emotional behavior but there are exceptions such as during times of tragedy. For instance, employees in Ferguson, Missouri may have been given time off during the recent riots because they would have understandably been upset by the unrest in the
During the late 1960s, air stewardess had the connotation that they are not just for providing food and beverage service. The advertisements of airline industries had made the flight attendants highly eroticized and an object of aesthetic and sex appeal. Needless to say, most of the passengers expected to be presented with feminine bravado (Tiemeyer, 2007). Almost all of the airlines had the female-only policy when hiring flight attendants. By 1960s, the population of males in the industry of flight attendants were just four percent.
High emotional intelligence can improve work performance and its varied aspects can contribute to work differently. One aspect of emotion...
What is Emotional Labor? Emotional Labor is the suppression of an individual inner feeling and alter the outward behavior or inner feeling to display the appropriate emotion (Chu, 2002). This means that the individual will suppress their true emotions and only display emotions that are in accordance to both social and workplace norm. Emotional Labor
The job of a teacher is never easy but we have seen how cooperative discipline and enabling students to feel capable, connected and contributing can improve classroom management and maybe even our own moods. If we create an environment of mutual respect and give our students legitimate power of voice and choice in the classroom we will see positive results in improved student behavior and student achievement. Because when our students believe that they can succeed, they will.
As discussed throughout this paper we build our classroom management plans based on our past experiences, our knowledge, our professional learning and our very own personal reflection. The importance of our beliefs, values and our philosophy play a major role in our planning. I, personally have a strong desire to support students who are often labelled ‘troubled’ and ‘the naughty child’, I believe there are reasons behind why students misbehave and strive to do my best as an educator to engage students through positive reinforcements as discussed and continue to put in place preventive practices. Building our own positive learning framework is key to a successful classroom. Even throughout our ongoing experiences we may adapt to other methods, theories and even values according to our journey as a teacher. Even as teachers we will always be learning and continue to perfect our individual
Concerning the consequences of engaging on emotional labour, Hochschild (1983) highlights the improvement of customer service as the best positive outcome. Regarding negative consequences the need to express the right emotion at the right moment is considered, by Hochschild (1983), as highly demanding in terms of emotional control. Furthermore, she suggests that when the employees have the perception that the organization is controlling the expression of their emotions, they may feel that the barrier between the individual and the organization is surpassed, which can be very disagreeable to the employees, leading consequently to burnout, job stress and health problems. According to Hochschild (1983), before engaging on emotional labour individuals
An individual’s interactions with others is affected by his or her emotions. The relationship between emotions and interactions in a particular situation has been studied by Arlie Hochschild, and through her work, she is developed two interrelated concepts: feeling rules and emotion work. Feeling rules are the expectations or guidelines for displaying emotion related to a specific situation. Part of feeling rules is a working knowledge of the types of emotions that are appropriate, who is allowed to express those emotions, and what displays of emotion are acceptable. In addition, feeling rules are not universal, instead they are influenced by culture, and the expectations of groups and organizations.