What is emotional labor? What types of jobs involve emotional labor?
What will be an ideal response?
People are expected to manage their emotions in the workplace. Emotional labor refers to the
effort, planning, and control needed to express organizationally desired emotions during
interpersonal transactions.
Emotional labor is higher in jobs requiring a variety of emotions (such as both anger and joy)
and more intense emotions (such as showing delight rather than smiling weakly), as well as in
jobs where interaction with clients is frequent and has a longer duration. Emotional labor also
increases when employees must precisely rather than casually abide by the display rules. This
particularly occurs in the service industries, where employees have frequent face-to-face
interaction with clients.
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