Emotion Labor

Decent Essays
Emotional labour is the act of expressing organizationally required emotions during interactions with others at work (Buchanan & Huczynski, 2010). Emotions are not simply for pleasure of people involved but they have an exchange value which is linked to profit. It also requires coordination of mind and feeling. The emotional style of offering a service has not only become part of the service itself (Hochschild, 2003), but increasingly is now often more important than the service itself. Cases such as the JetBlue’s flight attendant parachute out of the plane when the passengers did not listen to him (Hochschild, 1983) shows that the flight attendant is not an emotional labour as he could not manage his emotions well while
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Culture can be use to shape individual or group behaviour as it is shared among the members in the organisation (Olusoji et al. 2012). For example, companies set the culture of smiling while working may indirectly became a habit to the employees after doing it repetitively.
Important of Emotional Labor Emotional labors are very important to one organization because it allowed the manager to understand that one jobs require various skills. According to Karen (2012), she said that if one person knows how to handle their emotion then it might help diffuse their anger when facing a bad situation. Therefore, Andrew (2010) noted that we paid the employee so they have the right to do what its best for the company. Besides, he even use Starbucks career pages as example whereby “We 're dedicated to serving ethically sourced coffee, caring for the environment and giving back to the communities where we do business”.
Burrell and Morgan (1979) four paradigms can also be used to analyse about the behaviour of the employees and this may be a way management can use to understand the employees and make them the emotional labour. First is the functionalist paradigm. It is about the rational human action and believes one can understand behaviour through hypothesis testing (Greggor, 2012). Companies can give a small quiz to the applicants that wanted to join the company in order to test whether they are emotional labour or not.
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