Emotion In The Workplace

Great Essays
In the 21st century, an emotion display is showing an important characteristic in the workplace, especially for the service based organisation such as insurance, airline and restaurant. This is because the market of service based organisation has become bigger and competitive compared to others. ‘Service with a smile’ is a one trade route for the service based organisation to enhance the customer satisfaction and with ‘smile’ can reveal about contemporary attitudes to emotion in the workplace. In fact, smile is the most important customer service skills. Firstly, how can we define about emotion? Emotion is the passionate feeling from someone or something. (Frijda, 1993) For example, people will show their emotion when they are happy with …show more content…
The identity and performance for service based organisation or emotional labour normally will build by the impression management. (Goffman, 1959) The identity for them are based on the situational and negotiated with their customer. In addition, the social identity for them is like acting, but the individual attempts to present a consistent and believable performance to audience. The behaviour or the performance of emotional labour can be described as drama, and this drama metaphor has generated attention by the society. The social behaviour can threat as performance, while the ‘actor’ must present themselves with their action in such a manner to desire the good ‘impression’ in front of audience. (Goffman, 1959) For actors, in front stage, they always carried out the public performance. In back stage, this actor will interacted with other actors and find out more resources. In the modern workplace, the emotional labour must carried out the reaction from people. But, in outsides the workplace, they will meet out their friend to adjust their expressions. (Goffman, …show more content…
The toxic emotion is the incidence of abusive at work. The toxic emotion is come from the employees who contribute towards job stress, depression, and absenteeism. (Fineman, 2000)However, that emotional pain is normal by-product of organisational life. (Frost, 2003) Then, the toxic handlers are people who deal with this pain and prevent it from spreading by deflecting, filtering, dissipating or absorbing frustrations of co-workers. For example, in the case study of ‘Toxic handling at JetBlue’ the passenger disregarding the instruction from the flight attendant, Mr. Slater. When Mr. Slater asks for apology and the passenger instead cursed at him. This verbal abuse made Mr. Slater very angry and burnout toxic emotion. Mr. Slater used the plane’s public address system and cursed out all aboard. (Laurie, 2010) However, Mr. Slater tried to handle the toxic, instead to spread it out and influence to others. “After cursing out all aboard, Mr. Slater activated the inflatable evacuation slide at service exit R1, then released him off the plane, and ran to employee parking space and left the airport in a car he had parked there”. (Laurie,

Related Documents

  • Great Essays

    To exemplify this labour, Hochschild refers to the smile of the flight attendants in Delta Airlines (1983, p. 4). She observed that Delta regards the smile of the FAs as the workers’ biggest asset and one of the company’s main selling points. In fact, it is so valuable that this personal smile is constantly being groomed to reflect the company’s disposition. The workers have no qualms in smiling for the company but often they find it hard to retract their smile at the end of the day. To Hochschild, this inability to control their own expression will alienate the workers from their own smile: when we lose our capacity to feel our own feeling, which Hochschild says is a capacity we honour as deep and integral to our individuality, we begin to estrange ourselves (Hochschild, 2003, p.…

    • 1253 Words
    • 6 Pages
    Great Essays
  • Improved Essays

    Psychology allows people to analyze different parts of cognitive thinking and human behavior. While these process are important to understand humans, they also aid in helping Christians understand how God created us. There are many psychological processes that help deepen understanding of God, but a specific aspect of psychology that can be analyzed is emotional regulation. Scientifically, emotions are positive or negative experiences that are associated with a particular pattern of physiological activity (316). One can look back on their own life and think of times where they were very happy and times where they were very sad.…

    • 787 Words
    • 4 Pages
    Improved Essays
  • Improved Essays

    2. (10 points) Describe the major components of emotions. Emotions are made up of many different components. The component that seems to be the core of common sense approaches to emotion, the one that most people have in mind when talking about human emotions, is the feeling component or the passion or feeling of emotion. For example, people largely agree that the condition of the mind during sadness is different from that when one is angry or enraged.…

    • 855 Words
    • 4 Pages
    Improved Essays
  • Superior Essays

    Emotion is a prominent factor in the workforce. Before the perspective of job insecurity was not felt as harshly as it is today. The past work force felt more security and stability than the work force after the corporate changes in the 1980’s. Alienation began creeping in people’s lives and cooperation was allowed to set rules to…

    • 1384 Words
    • 6 Pages
    Superior Essays
  • Improved Essays

    Born To Be Good is a non-fiction novel by Dacher Keltner. Keltner is a psychology professor and a director of a science center that studies emotions. He has dedicated his time and research to the study of positive emotions thus, giving him the credibility and authority to write this book. Throughout the entire novel he uses accurate representations of rhetorical devices to make the argument seem more plausible to his audience. The novel gives an in-depth analysis about emotions and their origins.…

    • 892 Words
    • 4 Pages
    Improved Essays
  • Improved Essays

    Why Smile? When a person doesn’t smile people automatically think there is something terribly wrong. It’s even gained a nickname, “Resting Bitch Face, “ meaning the natural face you make when you are not smiling could ultimately be you’re down fall. In Amy Cunningham’s essay, “Why Women Smile,” she discusses that smiling has been a big part of our lives since infancy but as we grow older it turns into something bigger, when we are not smiling we are brooding and it is in fact, a myth.…

    • 1017 Words
    • 5 Pages
    Improved Essays
  • Superior Essays

    Sociological Imagination Essay: Am I supposed to be “lovin it”? In this paper, I will use the sociological imagination to connect my personal experiences of being a Crew Member at McDonald 's to everyday social interaction, culture, and society. The topics I will be exploring involve understanding values and norms expected of me as an employee at McDonald 's as well as using Goffman 's theories of impression management and Dramaturgy. I will examine the roles that I am expected to play with other characters which could be my co-workers or my customers themselves.…

    • 1752 Words
    • 8 Pages
    Superior Essays
  • Improved Essays

    In everyday interactions, emotional expressions provide insight towards how an individual may be feeling. These displays of emotions, however, can be voluntarily controlled. In recent years, there has been a great deal of research on not just how an emotion is indexed, but also why the particular emotion has been shown, both of which playing an enormous role on communication in today's society. Display rules are cultural conventions that guide how and when individuals monitor their emotional expressions (Ekman & Friesen, 1975). Emotional expressions can be controlled by an individual in many ways.…

    • 848 Words
    • 4 Pages
    Improved Essays
  • Improved Essays

    In the review of the literature I found that the term “acting” was looked at from two different perspectives. One is Surface Acting and the other is Deep Acting (DA). In surface acting, employees control their emotional expressions superficially. It is usually associated with memorised scripts. For example, an employee may fake a smile when in a bad mood or interacting with a difficult customer.…

    • 1160 Words
    • 5 Pages
    Improved Essays
  • Improved Essays

    The three main parts of the coping brain, are Thinking, Emotional, and Reptilian. Those are to be the main subjects of this essay. The human brain is the most complex thing we know of, but yet we know very little about it. However, we do know that in times of stress or worry, each and every individual person has a unique way to cope with it. But the three parts of the brain, Thinking, Emotional, and Reptilian, are the base for all of the different ways we cope.…

    • 631 Words
    • 3 Pages
    Improved Essays
  • Decent Essays

    All of us can feel emotion likes fear, anger, sadness, joy, disgust, surprise, and much more. In fact, that emotion is what I feel in many times. It is easy for us to feel emotions, but it is quite complicated to study them. Some of the examples of my emotion that I always feel is happiness. In many reasons, I am a person type that always confident to what I am doing.…

    • 363 Words
    • 2 Pages
    Decent Essays
  • Superior Essays

    Is Contempt An Emotion? Emotions are inseparable to our daily lives. We often heard of others use emotions to describe an event happened in their lives, we can even post our expressions on social media. However, are all those words we used to describe our “feelings” count as an emotion?…

    • 1277 Words
    • 6 Pages
    Superior Essays
  • Great Essays

    Emotion In Psychology

    • 1311 Words
    • 6 Pages

    What is an emotion? When one is asked to think of an emotion, one finds it fairly easy to name a handful. Nonetheless, if one is asked to define an emotion, one is left bewildered. The linguistic usage of the word itself takes on various meanings. When looking through a psychological lens, the term emotion signifies ongoing states of mind which are marked by mental, physiological, and behavior symptoms.…

    • 1311 Words
    • 6 Pages
    Great Essays
  • Great Essays

    Emotions: The Keys to Fulfillment and Well-Being Helen Keller once said: “The best and most beautiful things in the world cannot be seen or even touched. They must be felt with the heart.” It is a very abstract quote, but one I have no doubt in my mind that she is talking about emotions. It seems, when faced with emotions, people generally have one or two reactions, that they must be restrained and suppressed in some way, or that they should be recognized as a vital aspect to our species.…

    • 1539 Words
    • 7 Pages
    Great Essays
  • Improved Essays

    Many people may agree that emotions are what makes a person human. How someone feels is impacted by a particular situation at that exact moment. Emotions may include anger, fear, happiness, or sadness. The latter of which is one of the most powerful emotion, and it show a person in their most vulnerable state. Crying is how a person release the pent up sadness within themselves.…

    • 726 Words
    • 3 Pages
    Improved Essays