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 Dada object reflected an ironic posture before the consecrated forms of art. The surrealist object differs significantly in this respect. It stands for a mysterious relationship with the outer world established by man’s sensibility in a way that involves concrete forms in projecting the artist’s inner model.”
—J.H. Matthews. “Object Lessons,” The Imagery of Surrealism, Syracuse University Press (1977)
“A monarchy is the most expensive of all forms of government, the regal state requiring a costly parade, and he who depends on his own power to rule, must strengthen that power by bribing the active and enterprising whom he cannot intimidate.”
—James Fenimore Cooper (1789–1851)
“The revolution as we call it is not necessarily an uprising in the streets or the old business of seizing power. Though the Left has always imagined it was. The revolution is change. Not merely rearrangement, but a deep emotional type of transformation that must also take place inside us. It’s a better way to live.”
—Kate Millett (b. 1934)
“Women of a selected class, by the use of slaves and servants have become inactive, the mere recipients of values, no longer creators but “feeding on unearned wealth.” This hurts their nature and debases the social fabric. If a woman does no labor in her home which could properly make her self-supporting outside that home she is in duty bound to do something outside her home to justify her claim to support.”
—Anna Garlin Spencer (1851–1931)