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Emotional Labor

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Teylor Mark

on 21 April 2011

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Transcript of Emotional Labor

Emotional Labor First defined by sociologist Arlie Hochschild as, Surface Acting
Deep Acting What is "Emotional Labor"? What's it worth? More recently David Goleman popularized the term Emotional Intellegence. Emotional Labor facilitates interaction and elicits a desired response, contributing to productivity from the agency’s point of view and achieving the goal of the exchange from the client’s point of view. Jobs that require positive interactions include case workers, receptionists, public health nurses, counter clerks, and public school teachers.
- anyone that deals with other people and personalities perform some level of emotional labor. http://www.hulu.com/watch/25227/billy-madison-pool-fight Can "Emotional Labor" be taught? Emotion work fits comfortably into courses that focus on interpersonal relations, as well as overview courses that describe the nature of public service work. These include introductory courses such as:

“The Profession of Public Service,”
“Introduction to Public Administration,”
“Leadership in Public Service,” and similar subjects.

Courses that focus on organizational dynamics include:

“Organization Development,”
“Administrative Theory,”
“Human Resource Management,”
“Managing People,”
“Public Management,” and so forth. Artful Affect:
The artful sensing of another’s emotional state, while crafting one’s own affective expressions so as to elicit a desired response.
Proactive Artful Affect:
The worker is required to anticipate the emotional state of the other person, and act to mitigate it.
Reactive Artful Affect:
The worker is required to respond to whatever emotional state the other person is in at the start of the interaction. When men move to jobs that require increased cognitive labor, they get an 8.8% wage boost, on average. But when they shift to positions demanding higher emotional labor, they take a 5.7% cut in pay relative to occupations with lower emotional demands. Women get no financial reward for greater emotional labor either, but they don't get a penalty. When you get promoted, you're being paid for your cognitive labor, not your emotional labor. So even though it's emotional labor that causes the ulcers and the divorces and sometimes gives managers transcendent joy in their work, that's not what you're being paid for. When you get promoted, you're being paid for your cognitive labor, not your emotional labor. So even though it's emotional labor that causes the ulcers and the divorces and sometimes gives managers transcendent joy in their work, that's not what you're being paid for. Successful performance of emotion work results in extraordinarily high levels of job satisfaction, and provides workers with a sense that their work:

has made a difference in someone’s life,
has meaning beyond bringing home a paycheck,
enhances job satisfaction, and
sustains their commitment to public service.

Most recently, performance data indicate that those who receive public services give higher satisfaction ratings to workers who are skilled in emotion work. Who does it? 1 Police and sheriff’s patrol officers
2 Child, family, and school social workers
3 Psychiatrists
4 First-line supervisors–managers of police and detectives
5 Registered nurses
6 Transportation attendants
7 Lodging managers
8 Pediatricians, general
9 Family and general practitioners
10 Internists, general
11 Ambulance drivers and attendants
12 Lawyers
13 Correctional officers and jailers
14 Police, fire, and ambulance dispatchers
15 Bill and account collectors "management of feeling to create a publicly facial and bodily display". A few more terms. "A person’s innate ability to be aware of personal emotions and to sense the emotive state of another person". Forms of emotional labor High emotional expressiveness, such as the capability to use facial expressions, voice, gestures, and body movements to transmit emotions.

Strong career identity - the importance of the career role to one's self-identity; allows him or her to express the organizationally-desired emotions more easily. Traits of a Good Emotional Laborer There is evidence that emotional labor may lead to employee's emotional exhaustion and burnout over time, and may also reduce employee's job satisfaction. What are the results? Positive affective display in service interactions, such as smiling and conveying friendliness, are positively associated with important customer outcomes, such as intention to return, intention to recommend a store to others, and perception of overall service quality. Wage is dependent on the level of general cognitive demands required by the job. Occupations low in cognitive demands evidence a wage "penalty" with increasing emotional labor demands. Top 15 Emotional Labor Careers Some employees identified themselves with their job-defined roles so much so that they became unable to disregard their role requirements in other areas of life either. Burnout Identity Loss "The discrepancy between expected/displayed and real emotional states". Burnout and Identity Loss are the result of Emotional Dissonance, not Emotional Labor. Consequences of emotional dissonance may be harmful. But, if an individual’s genuine emotions are identical with the emotional expectations at work, neither emotional dissonance nor negative side-effects will occur. Emotional Dissonance Self-assessment
Discovering one’s personal style of communication helps students to better understand how they “do” emotional labor.

Interview
Interview a person who regularly has person-to-person contact with the public. Gain an understanding of the job and how one performs its required emotional work.

Drama workshop
Engaging in emotional labor is akin to method acting, so experiential learning in this area is an entirely appropriate way to develop students’ skills. Performing Emotional Labor Love what you do, and make sure you are passionate about your career.


Learn to be expressive when you communicate with people.


Emotional Labor doesn't pay well, so learn to display your cognitive ability as well.


Learn to empathize with others and care about their problems.
Full transcript