The Pros And Cons Of Emotional Labor

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Out of all the working nations around the world, the United States not only emphasizes the pressure to please and perform professionally, but also stresses the amount of emotional investment applied into job positions. This process where employees are required to alter their emotions and behavior in order to please their employer and clients is known as emotional labor. From socialization within an organization or the expectations of a worker in customer service, the amount of emotional labor an individual is willing to give ultimately depends on personal character and willingness to commit to the organization’s expectations. Every firm holds their own company expectations when it comes to keeping employee and client interaction professional …show more content…

There are two main components that are mentioned when it comes to emotional labor, which are deep acting and surface acting. The concepts of surface acting and deep acting contain depth and are performed during emotional labor. According to Alicia Grandey, surface acting is shown when an individual presents an emotion on the outside without having a true connection to their real feelings. She states, “Surface acting is ‘faking in bad faith’…the employee conforms to the display rules to keep the job, not to help customer or the organization.” (Grandey, 2003). Surface acting may seem as though it would be easier to perform, but there are problems that appear when having routine façades that do not always fit with how you truly feel. These problems are stress related and make the individual unable to compartmentalize their true emotions once they stop working. This eventually leads to emotional dissonance, causing a person to become unsure of their own identity because they cannot find the boundary between their real and false emotions. On the other hand, deep acting is quite different because people try and contain the emotions that are being asked of them during their jobs. This is a little more difficult to do because people need to understand how their emotions work and how the customer and organization want them to behave. As stated before, Grandey believes this behavior is more genuine to the individual “the intent, then, is to seem authentic to the audience; thus, deep acting has been called ‘faking in good faith” (Grandey,

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