Forms of Emotional Labor
Employees can display organizationally-desired emotions by acting out the emotion. Such acting can take two forms:
- surface acting, involves "painting on" affective displays, or faking; Surface acting involves an employee's (presenting emotions on his or her "surface" without actually feeling them. The employee in this case puts on a facade as if the emotions are felt, like a "personal").
- deep acting wherein they modify their inner feelings to match the emotion expressions the organization requires.
Though both forms of acting are internally false, they represent different intentions. That is, when engaging in deep acting, an actor attempts to modify feelings to match the required displays, in order to seem authentic to the audience ("faking in good faith"); in surface acting, the alternative strategy, employees modify their displays without shaping inner feelings. They conform to the display rules in order to keep the job, not to help the customer or the organization, ("faking in bad faith").
Deep acting is argued to be associated with reduced stress and an increased sense of personal accomplishment; whereas surface acting is associated with increased stress, emotional exhaustion, depression, and a sense of inauthenticity.
In 1983, Arlie Russell Hochschild, who wrote about emotional labor, coined the term emotional dissonance to describe this process of "maintaining a difference between feeling and feigning".
Read more about this topic: Emotional Labor
Famous quotes containing the words forms of, forms, emotional and/or labor:
“All forms of government symbolize an immortal government, common to all dynasties and independent of numbers, perfect where two men exist, perfect where there is only one man.”
—Ralph Waldo Emerson (1803–1882)
“We can imagine a society in which no one could survive as a social being because it does not correspond to biologically determined perceptions and human social needs. For historical reasons, existing societies might have such properties, leading to various forms of pathology.”
—Noam Chomsky (b. 1928)
“Acting is the physical representation of a mental picture and the projection of an emotional concept.”
—Laurette Taylor (1887–1946)
“Labor came to humanity with the fall from grace and was at best a penitential sacrifice enabling purity through humiliation. Labor was toil, distress, trouble, fatigue—an exertion both painful and compulsory. Labor was our animal condition, struggling to survive in dirt and darkness.”
—Shoshana Zuboff (b. 1951)