Emotional labor

[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, aviation and espionage.

Jobs involving emotional labor are defined as those that: Hochschild (1983) argues that within this commodification process, service workers are estranged from their own feelings in the workplace.

[1] The term has been applied in modern contexts to refer to household tasks, specifically unpaid labor that is often expected of women, e.g. having to remind their partner of chores.

[1] Deep acting is an effortful process through which employees change their internal feelings to align with organizational expectations, producing more natural and genuine emotional displays.

[13] Zhang et al. (2019) looked at teachers in China, using questionnaires the researchers asked about their teaching experience and their interaction with the children and their families.

[22] He found that unlike the other jobs described here where employees need to act cheerful and concerned, bill collectors are selected and socialized to show irritation to most debtors.

As they worked at the collection agency, they were closely monitored by their supervisors to make sure that they frequently conveyed urgency to debtors.

[27] In her 1991 study of waitresses in Philadelphia, Paules examines how these workers assert control and protect their self identity during interactions with customers.

Although they are stigmatized by the stereotypes and assumptions of servitude surrounding restaurant work, the waitresses studied were not negatively affected by their interactions with customers.

Through eighteen months of participant observation research, Bayard De Volo (2003) found that casino waitresses are highly monitored and monetarily bribed to perform emotional labor in the workplace.

[29] Specifically, Bayard De Volo (2003) argues that through a sexualized environment and a generous tipping system, both casino owners and customers control waitresses' behavior and appearance for their own benefit and pleasure.

[29] By using participant observation and interviews, Leidner (1993) examines how employers in fast food restaurants regulate workers' interactions with customers.

For example, McDonald's workers are expected to greet customers with a smile and friendly attitude independent of their own mood or temperament at the time.

Specifically, according to Larson and Yao (2005), physicians engage in emotional labor through deep acting by feeling sincere empathy before, during, and after interactions with patients.

On the other hand, Larson and Yao (2005) argue that physicians engage in surface acting when they fake empathic behaviors toward the patient.

Overall, Larson and Yao (2005) argue that physicians are more effective and enjoy more professional satisfaction when they engage in empathy through deep acting due to emotional labor.

For example, police must have a commanding presence that allows them to act decisively and maintain control in unpredictable situations while having the ability to actively listen and talk to citizens.

[32] While being able to balance this self-management of emotions in front of other officers, police must also assertively restore order and use effective interpersonal skills to gain citizen trust and compliance.

Mastracci and Adams (2017) looks at public servants and how they may be at risk of being alienated because of their unsupported emotional labor demands from their jobs.

"[34] Many scholars argue that when public administrators perform emotional labor, they are dealing with significantly more sensitive situations than employees in the service industry.

Public Administrators perform emotional labor through five different strategies: Psychological First Aid, Compartments and Closets, Crazy Calm, Humor, and Common Sense.

It is not just about collecting the water bill or land ordinances to construct a new property, it is also about the quality of life and sense of community that is allotted to individuals by their city officials.

For women sex workers, achieving this perception necessitates a performance of gender and sexuality that involves deference to clients and affirmation of their masculinity, as well as physical embodiment of traditional femininity.

Macdonald and Sirianna (1996) claim that "[i]n no other area of wage labor are the personal characteristics of the workers so strongly associated with the nature of the work.

According to Guy and Newman (2004), occupational segregation and ultimately the gender wage gap can at least be partially attributed to emotional labor.

This study found that there is variability to how women and men interpret emotive words, and specifically results showed that culture played a huge role in these gender differences.

[48] People with disability are increasingly part of the labor force, due to societal attitudes about inclusion and neoliberal pressures around reducing welfare.

On the other hand due to routine experience of navigating unhelpful structures and prejudice, disabled people can have dual advantages of : better skills in finding ways round problems without expending emotional energy being surprised for example, and easier sympathetic or empathetic understanding of other individuals and groups experiences with these problems.

Inclusive or unfriendly organizational culture also has an impact, and workplaces may require workers with disability to downplay their impairments in order to 'fit in', an extra burden of emotional labor.

[54] Coping occurs in response to psychological stress—usually triggered by changes—in an effort to maintain mental health and emotional well-being.