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:
“The atmosphere of orthodoxy is always damaging to prose, and above all it is completely ruinous to the novel, the most anarchical of all forms of literature.”
—George Orwell (1903–1950)
“It is not however, adulthood itself, but parenthood that forms the glass shroud of memory. For there is an interesting quirk in the memory of women. At 30, women see their adolescence quite clearly. At 30 a woman’s adolescence remains a facet fitting into her current self.... At 40, however, memories of adolescence are blurred. Women of this age look much more to their earlier childhood for memories of themselves and of their mothers. This links up to her typical parenting phase.”
—Terri Apter (20th century)
“There are two kinds of truth; the truth that lights the way and the truth that warms the heart. The first of these is science, and the second is art.... Without art science would be as useless as a pair of high forceps in the hands of a plumber. Without science art would become a crude mess of folklore and emotional quackery.”
—Raymond Chandler (1888–1959)
“What more is necessary to make us a happy and prosperous people? Still one thing more … a wise and frugal government, which shall restrain men from injuring one another, which shall leave them otherwise free to regulate their own pursuits of industry and improvement, and shall not take from labor the bread it has earned.”
—Thomas Jefferson (1743–1826)