Do you agree to this students answer regarding emotional labor? How can you rela

Question

Do you agree to this students answer regarding emotional labor? How can you relate to it? Post your response in 200 words.



5. Relate your experiences of emotional labor: How does emotional labor improve organizational life? How does it detract from the quality of organizational life? OP: Emotional labor is necessary in organizations because it is a part of the job. I have had customer service positions for the past 7 years and all of them required me to be nice and smile to the customers. The main role of customer service is to make the customers believe they are important and matter. We have to empathize with angry customers. They may be yelling at us for something we have no control over, but we still have to smile and find a solution to the issue. When we choose to not react to an angry customer and approach the situation in a professional manner, emotional labor plays a part because we can now control the response of the customer and handle the situation in a manner that people can respect. This could be a refund, discount, etc. Unfortunately, the quality of organizational life is taken away when the employee has to go through angry customers all the time and remain professional. This would be an example of over-identification and Butler, Dewine, Modaff describe that this "can lead to high levels of stress and increased risk of burnout (120). Additionally, the employer can face separation issues when the "feels guilty about the gap between their ideal feelings and their displayed feelings" (Modaff Butler, Dewine, p.120). All in all, emotional labor is something that employers are well aware of when hiring someone to complete the job and they look for someone that will be able to remain professional or carry out the emotional needs that will bring the organization the most success. (263 words) Reply

Explanation / Answer

I agree with the response of the student related to the emotional labor that deals with the management of emotions inside the person while dealing with the customers, colleagues and superiors. It brings out the best performance and helps in taking the rational decision that is good for all the parties. There is a general misconception that the controlling of emotions can bring the quicker burnout among the employees. Though the study conducted upon the service sector employees aged between 23 years to 56 years revealed that there is no any significant relationship between emotional labor and burnout (Bayram & et al, 2012). The study involved the judicious combination of male and female employees to bring a balance to the research study. It puts the significance of emotional labor at the work place.

In general management of the organization,   emotional labor helps the managers to bring the policies and method of distribution of resources that give importance to the emotional aspects of human resource. Policies and programs of rewards and job enrichment, help in raising the motivation of employees that brings the best performance from the employees and subordinates.   Hence, the emotional labor not only helps in dealing with the external stakeholders, but also the internal stakeholders.

Reference:

Bayram, N. & et al. (2012). Emotional Labor and Burnout at Work: A Study from Turkey. International Congress on Interdisciplinary Business and Social Science.

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