Service With A Smile: Research On Emotional Labour
There are four emotional strategies in workers who are handling customers or clients:
MORE IDEAS FROM THE ARTICLE
Deep acting is the emotional labour we put in our personality and actions that fulfil the expectations of a desired role.
Just as flight attendants have to be happy at their jobs, and bill collectors have to be nasty, we all have to modify our emotions to suit the various roles we play in our lives.
Fake emotions displayed mainly on the surface for the sake of the job profile are termed as surface acting.
It is the Mcdonalds checkout guy who gives a polite smile because he is told to or the CEO who has to hide his imposter syndrome or the bouncer at a concert who has to scowl and appear menacing even though he too is enjoying the show.
Surface acting is degrading to our well-being as it is a disconnect from our true nature and leads to exhaustion and self-estrangement.
Being genuinely nice has the maximum impact on one’s emotional health and also helps in better performance while improving social relationships.
Exercising may help alleviate anxiety when faced with a sudden, unpredictable shock.
Emotional Intelligence(EQ) is an intangible trait based on feelings and emotions that employers look for in prospective candidates.
It is the ability to tune in with the way others feel and is one of the most sought-after skills on Linkedin jobs.
It is good to know what kind of behavioural questions and case studies can be asked by employers to check our EQ.
Communication is the magic key for building trust. Body language, expressions, tone are all important.
❤️ Brainstash Inc.