Emotional Labour Essay Example | Topics and Well Written Essays - 2500 words - 1

Emotional Labour - Essay Example In addition, they also use environmental context in regards to relationships and physical location to prompt emotion. On the other hand, men depend on the internal physiological changes to access how they feel and determine the appropriate emotion.  Emotional labour is the management of feelings by employees when providing organizations service and is required to display some set of emotions which are either verbal or nonverbal with the sole purpose of inducing specific feelings and responses to those whom the service is being rendered. Therefore, employees are expected to use their emotions to influence the emotional state of others (Glomb &Tews, 2004). This concept came about in 1983 by a sociologist by the name Arlie Hochschild who created the term ‘emotional labour’. She described the activities that employees do that are beyond mental or physical duties (Hochschild, 1983). This means employees showing a genuine concern for the needs of customers. This includes smi ling, shaking customers’ hands while greeting customers as well as making a positive eye contact while providing services to clients ( Jansz & Timmers, 2002).  Organizations should always place strategic importance on service orientation to both the external customers, workmates and internal clients as well (J.A & Feidman, 1996). When employees face clients when they are angry or when they are unpleasant, emotional labour can be challenging because it is difficult to hide emotions and continue to smile even when getting negative feedback.