Emotion In The Workplace

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,