How relevant is emotional labour to the service industry? Discuss this in relation the three emotional levels.
Here, we going to talk about emotional labour. The service industry is a simple reference to those types of organizations that produce intangible or non physical goods. These organizations deal normally with person to person interaction or deal in services that are non physical, in terms of their goods. Banks, communication services, computer software developing industries all fall under this category. These types of services usually require emotional labor in order to make work successful. This simply involves managing one’s emotions or adequately channeling them in ways that are fit to accomplish the given tasks at the work place. Workers are at least expect to possess enough emotional control which would enable them to deal successfully with Co workers and customers on a daily basis.
Emotional labor is extremely important to the service industry, since by definition it (the service industry) mostly deals with person to person interaction and communication. It would encourage positive interactions between workers and customers and enable workers adequately control themselves in emotionally stressful situations or under pressure.
There are basically three emotion levels of emotional labour required of every worker . These three and their possible relevance to the service industry are discussed below:
a) Surface acting :
This requires the individual to exhibit physical emotions that the customers might expect of them. This includes smiling , or giving compliments in order to calm a child, or a doctor smiling and making funny faces while giving a child an injection . Such emotions are only physically present and might not necessarily reflect exactly what the individual is feeling . Surface acting is extremely important because it enables the customer feel safe in the particular environment they’re in. A crying child may feel safer when the doctor administering the injection smiles, the same way a hurt patient feels safer when a nurse smiles whiles tending to emotional labour.
b) Deep acting :
Deep acting also involves displaying the emotion a customer may want to see in order to feel comfortable. But it also includes going deeper and trying to make oneself actually feel the emotion, by probably imagining oneself in the situation of the customer. This empathetic gesture by the worker may allow the worker to actually begin to feel sorry for the customer.
A pediatrician may imagine the discomfort a child feels during an injection and being to feel sorry. But, this also means they better understand the child’s situation and might find a solution that means less discomfort. This is a necessity in dealing with people. Since they customers will realize that you actually feel what they feel. They would begin to feel that their true needs are being met.
c) Genuine acting involves actually displaying an individual’s real emotion :
This requires less emotional labor since workers are require to express their true feelings and not pretend simply to please a customer. If a worker used this skill properly, customers will enable to feel the genuineness of their opinions. And feel that the worker dealing with them is being absolutely honest with them. This does not mean being rude however, but being simply honest about ones feelings . A bartender may show genuine concern when one if his regular customers beings to abuse alcohol because of a sad event. Genuine acting feels real, and gives the customer the feeling that a worker may truly care about their well-being.
NAME: Awatey Dennis
INDEX NUNBER: 10102174
COURSE : Organizational Behavior
PROGRAM : Public Relations Management