“Emotion work is understood as the art of trying to change in degree or quality an emotion or feeling.[1]

Emotion work may be defined as the management of one's own feelings, or work done in an effort to maintain a relationship;[2] there is dispute as to whether emotion work is only work done regulating one’s own emotion, or extends to performing the emotional work for others.[3]” -Wikipedia. “Emotional labor is the process of managing feelings and expressions to fulfill the emotional requirements of a job.[1][2] More specifically, workers are expected to regulate their personas during interactions with customers, co-workers, clients, and managers. 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. This is done so as to produce a certain feeling in the customer or client that will allow the company or organization to succeed.[1]

Roles that have been identified as requiring emotional labor include those involved in education, public administration, law, childcare, health care, social work, hospitality, media, advocacy, and espionage.[3] As particular economies move from a manufacturing to a service-based economy, more workers in a variety of occupational fields are expected to manage their emotions according to employer demands when compared to sixty years ago.” -Wikipedia

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