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
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They defined emotional labour as “the act of displaying appropriate emotion (i.e., conforming with a display rule)”, hence the main goal of engaging in emotional labour, by expressing what are considered appropriate emotions in the workplace, is to participate in a method of impression controlling for the organization (Zapf, 2002). When comparing Ashforth and Humphrey’s (1993) perspective with Hochschild’s (1983), it may be concluded that the former is more focused on the act of expressing an emotion rather than the control of an individual’s feelings before engaging in a specific behaviour. In fact, this perspective does not give much importance to the emotional regulation methods of surface and deep acting as source of ill-being in the workplace, since when employees engage in emotional labour it may not signify that they are doing a conscious …show more content…
Following this line of though, if for an employee expressing the right emotion at the right time is easy and effortless, if that leads to a good reaction in the person with whom he is interacting, leading, in turn, to a good performance and a reward from the organization, then the employee will feel valued and rewarded. However, if the employee has to make a considerable effort to express the right emotion, the person with whom he is interacting will see that his expression is not sincere and this may hinder the employee effectiveness when conducting a task (Grandey,
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).
There are normally 3 phases of burnout which are emotional exhaustion, depersonalisation and decrease in personal work satisfaction(Maslach, Schaufeli & Leiter, 2001). Emotional exhaustion includes emotional depletion, tiredness and the inabilty to continue with a work(Cordes& Dougherty, 1993; Maslach et al., 2001; Schutte, Toppinen,Kalimo & Schaufeli, 2000). At the satge of emotional exhaustion workers are less involved in work which consequently leads to burnout also called stress. After this phase comes depersonalization takes over the worker which is considered to be a defence mechanism which stops a person to undergo severe emotional and psychological bursting but unfortunately since the worker is no more productive , the organization suffers from economic loss since turnover is lower as quality of work is not up to expectations of clients. Moreover in the depersonalization state, a worker becomes less interactive to the surrounding and people.(Maslach et al., 2001; Singh, 2000 Singh & Goolsby, 1994). After depersonalization state, a worker tends to ask psychological questions such as evaluating his past ac...
(Batool, 2013) Emotional intelligence has two distinct types of leaders: transformational and transactional. Transformational leaders have some sort of interest for their colleagues. They also have a different outlook on the work they do and have a better work ethic than most. Transformational leaders also focus on the awareness of the goals of the organization, by doing so they develop others to higher level of ability and motivate them to consider the interests of the group over their own interests. (Batool, 2013) The transactional leader is one whom rewards staff on the basis of their performance. These leaders are the ones that emphasize doing the work or finishing a task knowing that someone is watching and in the end will influence their own employee performance with the outcome of some sort of reward. (Batool, 2013) Emotional intelligence is important, but the unbridled enthusiasm has obscured a dark side. New evidence shows that when people keep their emotional skills to themselves, they become better at manipulating others. (Grant, 2014) This is basically saying that when someone is so good at controlling their emotions, they can disguise their own true feelings. It’s kind of like having an amazing poker face. No one really knows what they
The role of women in society is often debated. In many ancient cultures, women were not granted the same rights that men had. When it comes to Ancient Greece and Ancient Rome, women had very similar roles yet vastly different influences on society. The myths of these cultures helps us to see exactly what those differences are. This paper will examine the role and perceptions of women in Greek society and Roman society as exemplified by the mythology that guided these societies.
Dumbrava, G. (2011). Workplace relations and emotional intelligence. Annals of the University of Petrosani, Economics, 11(3), 85-92.
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.
The method used for this research is a literature review of articles related to emotional in...
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
Stephen L. Fink (1992). "The Species of High commitment to workplaces. Greenwood Publishing Group. Weiss, H. M., & Cropanzano, R. (1996). Affective events theory: A theoretical discussion of the
A person’s behavior at one specific point in time usually controls their attitude at that time. Managers must be able to understand these basic needs of their workers. If these needs are not dealt with in a certain correct way than workers will not reach their maximum potential. If the lower order of needs is not met than people are not happy. The same can be said of the higher order.
Emotions play an essential role in our everyday lives and the majority of individuals are not consciously aware about it. Based on how someone’s emotions are for that day, depends on what kind of day that person will have. In essence, the person’s day is impacted by their emotions. The question whether or not a person can control their emotions voluntarily varies from person to person. In some cases, people are able to handle their emotions depending on the situation they're in. For instance, a person cannot lash out on another person because it is not socially acceptable. However, some people do and let their emotions get the better of them. The controlling of one’s emotion is known as emotional regulation. Emotional regulation is the ability
Long – term stress can even require the brain, leaving you more vulnerable to anxiety, and depression; it can be a main cause of moodiness and frustration. Many of us are aware of the physical symptoms of stress-muscle pain, rapid breathing or an increased pulse. At the same time, they also suffer from emotional of stress which can be like roller coaster of highs or lows. emotional effects rang from emotional overeating to a feeling of being overwhelmed and pressure. stress impact many other components, which leads to difficulties in making decisions, loss sense humor, poorer concentration, negative thinking. As can be seen, stress nearly brings serious effects to people. Apart from the effects above, it can be the main reason which creates your decreased productivity at work. stress makes people less control their pace work, which leads to dissatisfaction. about 40% employees said that they are burned out because of work-related stress and loss $300 billion each year in the workplace . In addition, your relationship with people around also become worsens because of your stress. In fact, stress makes people puzzled and their life can undergo a considerable
“Labour’s realization is its objectification. In the conditions dealt with by political economy this realization of labour appears as loss of reality for the workers; objectification as loss of the object and object-bondage; appropriation as estrangement, as alienation.” (71-72) In reading the portions on “Estranged Labour” and “The Power of Money in Bourgeoise Society,” I found Marx’s writing to be quite compelling but also incredibly applicable to other fields outside of political economy. I could not help but be reminded of the famous playwrights George Bernard Shaw and Bertolt Brecht whose works were profoundly influenced by Karl Marx’s work.
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.
Mayer and Salovey (2001) maintained that emotions help prioritise, decide, anticipate and plan one’s actions. In order to effectively manage one’s emotions, one must first learn to identify and recognise them accurately. They should not neglect their emotions as this will reflect lack of self-awareness. For example, when someone lost their loved ones, they choose to be in a state of denial allowing themselves to be drowned in depression and sickness. They refused to get away from feeling negative and find solutions to overcome their emotions. These group of people face difficulties in recognising, identifying and managing their emotions.