Visual Encyclopedia

Emotional labor

Emotional labor is the process of managing feelings and expressions to fulfill the emotional requirements of a job. More specifically, workers are expected to regulate their emotions during interactions with customers, co-workers and superiors. This includes analysis and decision making in terms of the expression of emotion, whether actually felt or not, as well as its opposite: the suppression of emotions that are felt but not expressed.

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Here's a video I created for my graduate class on emotional labor. The first clip is an example of a server getting yelled at by her boss and then having to stay "chipper" when serving a customer. The second clip is of Father Guido Anchovies who discusses the link between cognitive abilities and emotional labor. Enjoy!

Contributed by Chris Leo

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