Emotional Labour

Q1 What is emotional labour? Defined by the author Bryman (2004) emotional labour is the state of affairs between employees as part of their working roles and the need to express feelings and emotions as part of their work. The types of emotions can be delivered in a desirable way or undesirable way, in other words positive or negative. Why is emotional labour so important? As stated in the article written by Bryman (2004) the importance of promoting emotional labour is because, emotional labour is progressively being connected with the superiority of the service provided (Bryman, 2004). It is also highly associated with differentiation of the service provided through emotional labour. Total quality management (TQM) is also a reason why emotional labour is highly important. This is mainly because to satisfy customer needs (Bryman, 2004). Moreover, Bryman (2004) also states that there is always continuously acting in emotional labour. As distinct by Hochschild cited by Bryman (2004), there are two types of acting; surface and deep acting. This is normally associated with physical gesticulations and presenting right feelings (Bryman, 2004). Deep acting is much further challenging as compared to surface acting as deep acting is real and genuine emotions that the worker feels while surface acting is just merely acting (Bryman, 2004). Emotional labour can also have a bad influence on individuals who endorse it as said by Hochschild (1983) cited by the author Bryman (2004). Hochschild (1983) also claimed that emotional labour generates a disjuncture between in what ways workers perform and how they feel and what harms them mentally. They may work just for the sake of it and they must display feelings that he or she does not truly feel (Bryman, 2004). Moreover, as stated by the author Bryman (2004), workers become separate from their selves and accurate state of mind if they are not exhibiting genuine feelings in their work. Hence, this