This labour was particularly taxing when faced with disgruntled, rude or angry passengers. The profession required them to provide emotional labour - the expression of only appropriate and organizationally approved emotions while engaged in job duties. These employees were expected by both the organization and customers to display the persona of the positive, happy flight attendant. In her 1983 book The Managed Heart: Commercialization of Human Feeling, sociologist Arlie Hochschild described insights after spending months interviewing flight attendants (a job she once held). Indeed, “emotional labour” was first proposed not as unpaid labour, but particularly as an organizational construct related to paid work. But I want to talk about emotional labour from a sociological perspective, where the construct itself is gender neutral and can provide either protective or destructive outcomes for all employees.Ī popular dictionary of business and management defined emotional labour as “ the work of managing one’s emotions in the course of dealings with customers or employees.”
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