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benefits of emotional labour
critical analysis of emotional labour
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Emotional Labour
Executive Summary
This work has been made in order to review the nature and impact that emotional labour brings to the lives of the employees working with fast-paced customer service industries. In particular, this paper tackles both the possible good and harmful effects of emotional labour. In connection, this writing has determined what fast-paced customer service industry is all about. Likewise, this paper also describes how likely fast-paced customer service industries incorporate emotional labour to its system. Moreover, this work has discussed the responsibilities that employees, employer and the organization may possess in order to address this issue in the work field.
Introduction
When people are placed in a provoking situation, their tendency to tolerate, hide, or express their reaction to such event is within their control and decision. In fast-paced industries, wherein the tough things are foreseen or expected, employees, in a way, are expected to deliberately pose an instant or delayed reaction depending on the gravity of the situation being presented at the moment. At the scope of this kind of business, the alarm for deadlines rings without signal or even less expected. The driving force and pressure to do the work as fast as one could imagine is evident, and the emotional adjustment within the employees are seemingly at stake.
Literature Review
According Hochschild (1983), emotional labour exists when people at a given circumstance tend to customise their observable traits to correspond for the established set of standards by work, society and other people. She added that people may pose either the existing feeling or the expected feeling. In particular, those people who are expressing out oth...
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...ociological Review 56(6): 836-849. doi:10.2307/2096259
Hochschild, A. R. 1983. The Managed Heart: Commercialization of Human
Feeling. Los Angeles: University of California.
McQuerrey, Lisa, and Demand Media. 2014. “How to Survive Fast-Paced
Environments.” Chron. Accessed April 12,
https://www.http://work.chron.com/survive-fastpaced-environments-3491.html.
Schaubroeck, J., and J. R. Jones. 2000. “Antecedents of Workplace
Emotional Labor Dimensions and Moderators of Their Effects on
Physical Symptoms.”Journal of Organizational Behavior 21(2): 163-183. doi:0.1002/(SICI)1099-1379(200003)21:2 <163:: AID- JOB 37>3.0.CO;2-L.
Wharton, A. S., and R. J. Erickson. 1993. “Managing Emotions on the Job
and at Home: Understanding the Consequences of Multiple Emotional
Roles.”Academy of Management Review 18(3): 457-486.
doi:10.5465/AMR.1993.9309035147.
What is an emotion? William James and Jean-Paul Sartre present two different arguments regarding what constitutes an emotion. This paper will explore William James' analysis of emotion as set out in his 1884 essay . It will attempt to discover the main points of his view, and then present Sartre's rebuttal of this view taken from his essay on emotions . Concluding with an explanation regarding why Sartre's account is flawed and James's argument is the stronger of the two, it will use outside examples to demonstrate the various weaknesses and strengths within the two perspectives.
Many people normally call the moment of satisfaction and joy happiness, but they cannot properly define what happiness is and how to pursue it. Happiness is not measureable. Happiness can be shared with others, but cannot trade. Once people are in a stage of being happy, they enjoy their work, achievements and even feel better than others; however, how are they sure that they experience happiness? Is crying an emotional expression of enjoying happiness? In the article “Ignorance of Bliss,” Steve Salerno, a freelance writer, discusses about the value of happiness and explains to people about the feeling of being happy. He interprets his arguments and provides examples to enhance his ethos, but his ideas are not sufficient enough to persuade
Currently, human beings are thinking more on the line of they need work in order to make a living. For that reason, work has become meaningless, disagreeable, and unnatural. Many view work as a way to obtain money and not a meaningful human activity that one does for themselves. The author states that there are two reactions of the alienated and profoundly unsatisfactory character of the modern industrial work. One being the ideal of complete laziness and the other, hostility towards work. Fromm believes the reason why people have animosity regarding work is due to their unconscious mind. Subconsciously, a person has “a deep-seated, hostility towards work and all that is connected to it” says Fromm. I believe what Fromm is saying to be true, after all I witness it everyday. Millions of people each day goes to a work which they are dissatisfied with and that can negatively impact their attitude
1. First, in order to prevent a crisis situation, it is very important to know your triggers and arousal patterns. I came to know how to maintain control when someone is triggered and how to reduce arousal patterns. This is course provide me with great knowledge that will help me during a crisis. I also came to know how attitudes, assumptions, and beliefs may influence the worker’s response.
Goleman and Cherniss (2001) postulates that emotional competencies are learned abilities. Social awareness or skill at managing relationships does not guarantee the mastery of the additional learning required to handle a customer adeptly or to resolve a conflict. It only prognosticates that we have the potential to become skilled in these competencies.
First given as a speech, this article is written as an attack on human emotion.
Mann, S. (2004). 'People-work': emotion management, stress and coping. British Journal Of Guidance & Counseling, 32(2), 205-221.
People while at work are often under psychological pressure. In the "risk group" fall supervisors and managers, people who work with clients, secretaries, salesmen, teachers and indeed, almost any job - the source of stress. According to a 2007 nationwide poll by the American Psychological Association, “three-quarters of Americans list work as a significant source of stress, with over half of those surveyed indicating that their work productivity suffered due to stress” (2013). Why the cause of stress is usually related to our performance at work? Because we spend a third of our life time at work and there are different surprises awaiting for us.
Plutchik, Robert (1980), Emotion: Theory, research, and experience: Vol. 1. Theories of emotion, 1, New York: Academic
Given the purpose of the study - which is to investigate how the academic and the administrative staff at Greek Universities manage their emotions relating to lay-offs of their colleagues and in what way the media coverage is related to these emotions – it is appropriate to assume a theoretical framework based on bureaucracy and emotional labour. Emotional labour has been defined as ‘the effort, planning and control needed to express organizationally desired emotion during interpersonal transaction (Morris and Feldman, 1996, p. 987).
In a call center setting, most associates interact first hand with customers through phone call or even chat servicing. Many businesses depend on call centers to address numerous customer concerns about account status, collection activity, and complications with a product or service and online assistance. I thought it would be interest to take a look at occupational stress within a call center setting including chat servicing that is perform within a call center setting as well.
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
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
Since people are always dealing with certain changes in their lives, they are always dealing with some type of stress. One of the biggest growing issues with stress is stress in the workplace. According to Northwestern National Life, one-fourth of employees view their jobs as the number one stressor in their lives (“Stress at Work,” 1999).... ... middle of paper ...
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