Emotions at work

Emotional labour is the control of a person’s behaviour to display appropriate emotions (Chu, 2002). This means that a person displays or suppresses certain emotions so as to conform to social norms and situations. The concept of emotional labour is not confined to the workplace; it invades every aspect of life. I recently read an interesting article by Dr Sandi Mann in Professional Manager Magazine. Dr Mann wrote about the effects on the individual who has to put on an act at work day in day out. Interestingly he did not advocate confronting the emotions or revealing them to colleagues and customers. He called for 'deeper acting' greater levels of empathy and the use of emotional memory when trying to act. I have to say I can't get my head round this. I can't see myself coaching managers and business owners to 'act deeper'. 


In my daily life I try to empathise and engage with customers and colleagues. But I have tried of late (age has something to do with it) to be straight and frank with individuals. I do engage and empathise - but draw the line there. If I'm frustrated, I tell the person. If I'm annoyed with their actions, I tell the person, and if I my job was to depend on me faking a reaction I would try to give that job a miss or seek help to make appropriate changes. 


Easier said than done I know. But I do feel that most would agree that faking it to the detriment of one’s well being is not acceptable.