ipl-logo

Emotional Labor Case Study

2074 Words9 Pages

Emotional labor and service industry. (Keep yourself on track. Do not emphasize too much on emotional labor. There is a need to discuss other issues experienced by service industry’s employees). 1. What is emotional labor? Who and what is the basis of an introduction of emotional labor? • The basis of the introduction of emotional labor is emotion work introduced by Hochschild (1979). "Emotion work" refers more broadly to the act of evoking or shaping, as well as suppressing feeling in on self. I avoid the term "manipulate" because it suggests shallowness is do not mean to imply. We can speak then of two broad types of emotion work: evocation in which the cognitive focus is on a desired feeling which is initially absent, and suppression in …show more content…

In contrast Rafaeli and Sutton (1987) highlight the positive outcomes of emotional harmony, which they define as the match between experienced and expressed emotions, and emotional norms. Emotional harmony would be achieved in the case when a service employee expresses genuine positive emotions in the service encounter and Rafaeli and Sutton (1987) argue that emotional harmony is associated with employee well-being (Lings, I., Durden, G., Lee, N. and Cadogen, J.W., …show more content…

Note: Link the following statement with individual differences especially personality in dealing with emotional labor. Those who are high in conscientiousness for example view their responsibility in work-related emotional labor and household/personal responsibility in a different light. Explain more. • Hochschild (1983) – Negative consequences of emotional labor involve an interference with worker’s capacity to strike balance between the requirements of the self and the demands of the work role. o Why? Any workers who are too identified with their work role are at risk precisely because the feelings expressed at work are inseparable from the self. Over time, this inability to depersonalize and detach oneself increases these workers’ risk of burnout (Wharton, 1999). • Emotive dissonance – Workers may experience certain emotions during their interactions with customers and clients but feel compelled to display other emotions (Wharton,

Show More
Related
398 Words | 2 Pages

As a worker within the service industry Arlie Hochschilds concept of “Feeling Rules” truly resonated with me on a deeper level. Learning about emotional labour, provided me an explanation for the feeling I have experienced while working within the service sector. Currently working two jobs one as a hostess in a restaurant and the other as a cast member at a Cineplex theatre, I receive a fair share of difficult customers. While discussing emotional labour I felt I could relate to many aspects of the theory, I specifically remember viewing the image of the flight attendant and reverting back to all the times I have had similar thoughts. For example, I remember the nightmare of ‘Star Wars’ opening weekend, the theatre was beyond busy with all

Read More
201 Words | 1 Pages

Emotional Labor: Emotional labor is a new concept which came only three decades ago. The sociologist Arlie Hochschild provided the first definition of Emotional Labor. He stated that, “Emotional Labour is a form of emotion regulation that creates publicly visible facial and bodily display within the workplace.” Emotional Labour or work Emotions are the feelings that an employee is required to display in order to meet his/her job requirements, despite of the fact that the emotions are fake. People working in service industries like - hotel workers, flight attendants, nurse, doctors, call center employees, sales personnel, coach, counselors etc. require emotion labor.

Read More
1629 Words | 7 Pages

No one is capable of choosing their emotions; they come as a result of human nature. This can be seen in our behavior throughout life, from the way babies cry when they miss their parents to the reckless actions of teenagers when they feel the urge to rebel. People begin expressing their feelings before they even start crawling. It is an involuntary reflex that comes naturally and continues to our dying breath. The ability to feel emotion is an aspect of humanity that transcends generations.

Read More
181 Words | 1 Pages

Isen, a researcher at Cornell University, questions that most people believe that emotion can affect “their decisions and thought processes, at least under certain circumstances,” however, it must be strong feelings that can have such effects. Isen argues that “common positive feelings are fundamentally included in cognitive organization and processing.” Isen discusses about having positive emotions affect “cognitive organization,” such as memory process, which enhances creativity and flexibility of the brain. Isen cites her previous studies that motivations produced by positive affects “promotes helpfulness, generosity/responsibility, and friendliness/sociability.” Also, while a person does the decision making or problem-solving, that person

Read More
359 Words | 2 Pages

Both Hochschild and Davies claim that the emotional labor of the workers is being exploited by employers to gain a profit, suggesting that the control of emotional labor influences productivity. Hochschild, using the flight attendant as an example, illustrates the negative effects of emotional labor on the job. The worker is told that her smile is her best asset (Hochschild 4). No longer is her smile a true representation of her feelings, it is part of the product being sold to the consumer (Hochschild 4). The smile equals good customer service, which in return grants good ratings and a profit for the company because of the increase in sales (Hochschild 6).

Read More
965 Words | 4 Pages

Since their conception, emotions have been one of the most defining characteristics humans have assigned to themselves. While dolphins, other primates, and, more recently, computers have been found to have levels of intelligence rivalling humanity’s, how they’ve felt about it has remained more or less unique. Though they are often considered one of man’s greatest strengths, emotions are also a method of entry for manipulation attempts from other people. An excellent source for examples of this is The Aeneid. Written over two millennia by the Roman poet Virgil, The Aeneid is filled with a wide range of human emotions and situations in which they influence people’s decisions.

Read More
718 Words | 3 Pages

I believe that emotions depend on the individual and their state of mind, while learning. There is an example on (p.17) (Cournoyer & Stanley, 2002) that explains, a mother who doesn’t know how to swim, but she was able to jump in a lake and save her daughter, who was struggling to stay above water, successfully (p.17). This is a true example of being an emotional

Read More
569 Words | 3 Pages

This was a compelling contrast to those who had absolutely no control over their emotions with PLC. Wanucha uses acting as an example of people being able to control their emotions her first example was an actress names Sheila Dona, she played Rizzo in the infamous production Grease. This was Dona’s first time ever attempting to cry on stage for a role. Sheila said “I knew I wanted to cry on a specific scene” therefore she taught herself to tap into an emotional place to cry on cue. She used a process called Method Acting to tap into the pathways of her brain responsible for generating tears.

Read More
400 Words | 2 Pages

While dictionaries define it as the "skillful handling, controlling or using of something or someone", which this includes openly convincing someone to do something, most people will say that it is not manipulation unless the subject does not know that they are being manipulated. Another essential difference to make is if something is manipulation or merely influence. Parents teaching their children eating manners

Read More
1235 Words | 5 Pages

Best-self activation is an all-encompassing tool that leads to immediate and long-run desirable outcomes through interaction, recursion and subjective construal between social system and social concept. Best-self activation concepts lead to improvements in employee’s productivity, emotions, resilience to burn out and stress normally associated with work environment. Creativity in problem solving, good relationships with colleagues and employers, high performance under pressure are some of the benefits associated with best-self activation. Best-self activation influences physiology and emotions in employment relationships. There is growing evidence which suggest that apart from making workers feel good, best-self activation also makes them experience a barrage of positive emotions like

Read More
1721 Words | 7 Pages

Emotional language is great it’s used to reinforce important issues, but a lot of people use it to manipulate. Psychological Manipulation is a type of influence that attempts to change the behavior or perception of others through underhanded, deceptive and abusive techniques. This advances the interests of the manipulator, generally at the victim's expense, in methods that may be considered abusive, devious, deceptive, and exploitative. Why Do People Manipulate?

Read More
910 Words | 4 Pages

Management of emotions is the capability to link or detach from feelings based on its effectiveness in given

Read More
7031 Words | 29 Pages

2.1 HISTORY OF EMOTION WORK As the three decade milestone of Arlie Russell Hochschild’s classic book, The Managed Heart, (1983) approaches, the study of Emotion work continues to be advanced by scholars from diverse disciplines and of varied perspectives. Emotion work is defined as the paid and unpaid work that involves the use of emotions to facilitate work-related tasks required in and outside of a workplace, as well as, the management of the workers’ own emotions in the workplace. However, the term ‘Emotion work’ is not broad enough nor is it narrow enough to concretely define boundaries for a literature search.

Read More
1696 Words | 7 Pages

I use the synonymous terms emotion work or emotion management to refer to these same acts done in a private context where they have use value. " (Hochschild 2003, p.7) Lazzarato talks about "immaterial labor, which is defined as the labor that produces the informational and cultural content of the commodity" (Lazzarato 1996, p.p.132). Hardt defines affective labor as work that "produces...social networks, forms of community, biopower" (Hardt 1999,

Read More
709 Words | 3 Pages

This will help the customers get a very best experience. An unhappy employee can become the reason to ruin the brand experience for the customers. Studies have also shown that people surrounded by happy people are more likely to be happy as well. So Good moods are contagious but same holds true for bad moods as well. So it is very important to create a positive and happy work environment for the employees so that they can give their hundred percent at work.

Read More

More about Emotional Labor Case Study

Related Topics

Open Document