The Role Of Emotional Labor In Modern Service Careers
In today’s service industry, the expectations for employees go beyond just fulfilling job duties and providing good customer service. More and more, service workers are required to also handle their emotions in a controlled and professional manner. This added responsibility is known as emotional labor. It is the effort put into managing one’s feelings and the presentation of emotion in the workplace. While emotional labor has always been a part of service careers, it has become increasingly important in modern times. In this article, we will explore the role of emotional labor in modern service careers and its impact on both employees and businesses.
The Evolution of Emotional Labor
Emotional labor was first introduced in the 1980s by sociologist Arlie Hochschild in her book “The Managed Heart”. She described it as the “management of feeling to create a publicly observable facial and bodily display”. Essentially, it is the act of regulating one’s emotions to align with the expectations of a job role, regardless of one’s true feelings. This can include displaying positive emotions towards customers, even when faced with difficult or unpleasant situations.
In the past, emotional labor was primarily associated with “service with a smile” jobs such as waitressing or retail. However, as the service industry has grown and expanded, the need for emotional labor has spread to various positions in different industries. This includes jobs in healthcare, education, and even technology. In fact, a study conducted by the American Psychological Association found that 75% of workers are required to manage their emotions at work.
The Impact on Employees
Mental and Emotional Exhaustion
Emotional labor can take a toll on employees, both mentally and emotionally. Constantly suppressing one’s true feelings and putting on a façade can lead to feelings of exhaustion and burnout. A study by the University of Toronto found that employees who engage in high levels of emotional labor are at a higher risk for developing depression and anxiety.
Emotional Dissonance
Another aspect of emotional labor is the disconnect between how an employee is expected to feel and how they actually feel. This is known as emotional dissonance and can cause internal conflicts for employees. Having to constantly fake emotions can lead to feelings of insincerity and inauthenticity, causing employees to question their true selves.
Impact on Job Satisfaction
When employees are required to engage in high levels of emotional labor, it can have a negative impact on their overall job satisfaction. This is because they may feel as though they are not being true to themselves and their true emotions are not valued in the workplace. This can lead to feelings of disengagement and ultimately affect their productivity and performance.
The Impact on Businesses
Customer Satisfaction
The main goal of emotional labor is to ensure customer satisfaction. Employees who are proficient in managing their emotions can create a positive and pleasant experience for customers, leading to higher levels of satisfaction and loyalty. On the other hand, employees who struggle with emotional labor may come across as insincere and inauthentic, resulting in negative customer experiences.
Employee Turnover
As mentioned earlier, emotional labor can lead to burnout and affect job satisfaction. This in turn can result in higher employee turnover rates for businesses. Constantly having to hire and train new employees can be costly for businesses and affect their overall productivity and efficiency.
Company Culture
The expectations for emotional labor can also impact the overall company culture. In some industries, the pressure to display positivity and manage emotions can lead to a toxic work environment. Employees may feel as though their true emotions are not valued and may struggle with maintaining a balanced work-life relationship.
How to Manage Emotional Labor in the Workplace
Providing Support
Businesses can support their employees by acknowledging the importance of emotional labor and providing resources and support to help manage it. This can include workshops or training on how to handle difficult emotions and creating a safe space for employees to express their feelings.
Encouraging Open Communication
Open communication is key in managing emotional labor. Employers should create a culture where employees feel comfortable to express their true emotions and provide feedback on ways to improve the management of emotions in the workplace.
Recognizing and Rewarding Employees
Recognizing and rewarding employees for their efforts in managing emotional labor can go a long way in improving job satisfaction and morale. Businesses can consider incorporating this into their performance evaluations and providing incentives for employees who excel in this area.
Conclusion
In conclusion, emotional labor is a crucial aspect of modern service careers. It has evolved over the years and is now a requirement in various industries. While it can have a negative impact on employees, businesses can support their employees and create a better work environment by acknowledging the importance of emotional labor and providing resources to effectively manage it. By doing so, both employees and businesses can thrive and create a more positive customer experience.
