Three elements of emotional life:
1. Emotion work- The act of trying to change in degree or quality of an emotion or feelings, eg, we don' feel to show certain emotion or feeling, but we know we should or we are expected to show, we make a conscious effort to show it out to fulfill the social share rules or expectation.
It is an effort, not outcome, it may or may not work. It is characterised by active verb, it cannot just put on a show, it may lead to own guilt, expectation.
2. Feeling Rules - Social guidelines that direct how we want to and try to feel, it is set of socially shared rules, which are latent, we learn indirectly, and it is based on social exchange.
Evidence of rules- we talk about our feeling of those of others as if rights and duties apply directly to them. eg, "We have right to be angry.."(rights) or "We should feel more grateful.."(duties)
3. Social Exchange -Feeling rules set out what is owed in gestures of exchange between people, it is a way of paying respects, it provides a baseline for exchange.
Different situations call for different emotions, feel must be showed.
eg, How do we show gratitude? by
- facial expression
- choices of words
- Tone of voice
- surface acting, to portrait surfacing feeling
- Deep acting, call on own memories in order to bring out emotion
Emotional offerings, pretending to feel when we want to be polite and pretending is a statement of deference to others "an offering"
Display and emotion work:
It is not matter of chance. The inappropriate emotion my be seen as nonpayment or mis-payment. Therefore, it is necessary to maintain reciprocity to give and take and emotional gift exchange.
- Psychological bowing as a means of expressing deeper and more pervasive bonds.
There is also statue dimension, within the same status, the give and take tends to be even, within the different status, the lower party tends to give more emotion exchange to the higher party.
When this private emotion work become a public act, emotion works become emotion labour. such a job requires emotion labour as part of job requirement, more in service sectors. eg airline,
Emotion labour- refers to rules how to feel and how to express feeling are set by management, emotion work be part of job. Workers have weaker rights to courtesy than customers. Training, plays an important part of emotional labour.
It is when private capacities for empathy and warmth are put to corporate use. It is seen as one of most popular corporate strategy esp in service sectors, however, the individuals who are performing this emotional labour are subject to certain impacts:
How does a person relate to his/her feeling in this situation?
problems arises when there is a need to separate display from feeling, emotional dissonance;
problems arises when there is no or little reciprocity, then work is managing an estrangement between self and feeling, and inner self and displayed self;
problem arises when there is abuse of emotional labour.
Person who requires in emotional labour do experience above problems, therefore:
Emotional labour and the redefining self. How can I feel identified with my work role and with the company without being fused with them?, Risk of identity conflicting. Workers need to develop the ability o "depersonalize" situation, "split personality"
How can I use my capacities when I am disconnected from those I am acting for? Problem of feeling like a fake.
How can I maintain my self-esteem without becoming cynical? Job as creation of an illusion, go into robot, emotional labour poses a challenge to a person's sense of self.
When feeling are successful commercialisation the worker does not fell fake;
When commercialization of feeling fails then the problems develop, the worker tends to redraw.
To sum up:
The emotional demands of organisation increase as the service quality demands are higher;
Emotional labour, when jobs require that do emotional works
Impact of emotional labour on one's self.
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