Emotional Labour is the management of emotions and feelings to achieve the emotional needs of a job or work. It can be said that workers ensure to control their actual emotions when they interact with clients, customers, co-workers, and superiors. This means the workers think about, analyze and decide in terms of expressing their emotions, whether it is actually felt or not as well as the opposite. Sometimes, workers suppress their emotions so that it is not expressed during the work. This is to make sure that the company’s objectives are achieved and clients get a certain feeling which they want.
Jobs that demand emotional labor include people working in public administration, law, child and elderly care, medical care, social work, people working in hospitality and food service, media jobs, etc. Now we are moving from a manufacturing-based economy to a service-based economy wherein employees are expected to regulate their emotions as per their client or employer demands, which was not the case sixty years ago.
Emotional labor is also referred to sometimes as unpaid work which is expected from an individual at an interpersonal level, this can be organizing holiday events or helping friends/relatives solve their emotional or personal problems. In earlier days, emotional labor used to be viewed as a characteristic of certain jobs such as counselors, hospital workers, restaurant workers, cashiers, hospital workers, nurses. However, now such kinds of roles are part of many occupations like client-servicing executive, customer-service of a bank or company, marketing professionals, etc.
For example, during coronavirus times, the majority of us are locked up at our homes, and the majority of the people are going back to their homes because of job losses and lack of opportunities at the current place they are into. During such testing times, the authorities like the government, police officials, healthcare workers, doctors, nurses, covid testing officials, etc. are all investing their emotions and feelings to ensure that people don’t panic much and are healthy and safe. Even the police personnel who is doing rounds outside your house has a family to look after, but still, he is risking his life and being brave to fulfill his duty in the covid times. Even the nurse has to travel all the way from her home to the hospital to ensure that patients are being assisted in their treatment. Despite going through a lot in their own personal lives, they keep their actual emotions aside to serve the common public.