Emotional labor is the power and energy needed to manage and express emotions professionally and personally. A customer service representative’s warm smile or a doctor’s sympathy may be a form of emotional labor. In today’s world, emotional labor has become an inseparable part of our lives and affects various social, work, and relationship situations. In this article, we will gain a better understanding of emotional labor and discuss its positive and negative effects while learning about its types.
What is emotional labor?
Arlie Hochschild, a famous sociologist, was the first to use emotional labor in 1983. This phrase was limited to the work environment then but has a broader meaning today. Emotional labor refers to work that is done without any expectations or rewards to meet the needs or satisfy the needs of others in the work, social, and even personal environment. This definition mainly expresses the management of feelings towards others. Someone who engages in emotional labor usually suppresses their true feelings and behaves in a way that makes others feel better.
Examples of emotional labor
People may feel emotional in different work situations. The most common examples of emotional labor are:
- Service and welfare industry: Emotional labor is a part of work requirements in service industries, and employees must have a friendly and positive attitude towards customers and clients. Employees should use emotional labor to satisfy customers even if the work environment is unpleasant or customers behave incorrectly.
- Medical services: Employees must empathize with patients and meet their needs. Medical students usually learn to control their emotional reactions towards patients and behave professionally during their studies.
- Management: Leaders and managers may use emotional labor to influence their employees’ or followers’ emotions, motivation, and performance. For example, leaders may have to appear optimistic even in a critical situation so employees do not panic.
- Personal life: People usually use emotional labor to ensure the happiness and satisfaction of their children or partners. For example, in a family, the mother may be expected to raise the child alone, meet all the children’s needs, and always be responsible for critical emotional discussions.
- Social Network: Emotional labor may be used in groups, comments, or personal conversations. For example, when someone is called a racist in cyberspace, he may insist that the other party understand the reason for this. After hearing the other party’s explanations, this person tries to prove to him that he had the right intentions.
Types of emotional labor
According to Hochschild, employees use two methods to express their emotions: superficial and deep expression. The employee uses these two methods to manage his emotions and meet the needs of his job.
- Surface acting: The employee shows emotions different from his inner feelings. For example, he may not be in a happy mood, but to satisfy the customer, he has to answer him with a smile.
- Deep Pretense: Employees try to change their feelings and substitute what they are expected to convey to the client.
Emotional labor in women
Women, especially in the family, are exposed to emotional labor more than anyone else. The wife or mother of the family is expected to bear the emotional burden of various issues and manage the emotions of other family members. Although society is changing day by day, many still consider it the duty of the housewife to be aware of the occasions, to do the housework, to prepare suitable gifts for others on behalf of the wife, to calm the child when he is busy or to visit the sick father-in-law. These jobs are examples of emotional labor because they must emotionally and physically support others. Even though many women are working today, their emotional workload has not decreased, and they are still the emotional supporters of the family.
On the other hand, most jobs that require emotional labor are entrusted to women. A higher percentage of employees in medical services, social security, child care, and maids are women. It should be noted that emotional labor is not a bad thing in itself and that everyone should do it. Despite this, many do not agree that the emotional labor burden is more on the shoulders of women and are trying to change this situation.
Emotional labor effects
The simplest and most common effect of emotional labor on people is boredom and burnout. Constantly trying to please others can be exhausting for anyone. Also, emotional labor in employees who have to express positive feelings by ignoring their true feelings may cause identity problems in the long run. Another issue in this type of business is that the employees’ needs are ignored, and paying attention only to the clients’ needs upsets the balance.
Of course, emotional labor may also have advantages. For example, many people feel satisfied by providing services to others. The negative points that were primarily expressed apply to superficial pretense, which leads to emotional exhaustion. Still, with deep pretense, you may achieve job satisfaction, customer satisfaction, and better work performance. If you experience the emotions you need to express in the workplace, there is no need to pretend in front of the client.
you say
Emotional labor causes emotional exhaustion in the long run, but there is a way to avoid this issue. For example, if you endure a lot of pressure from emotional labor in your work environment, it is better to go for deep pretense with enough practice. If you feel that the emotional burden of all family members is on your shoulders at home, you can go to a counselor to find the right solution for you.
To what extent are you involved in emotional labor? Has this issue benefited you or made you tired?
