What does emotional labor require from an employee?

Emotional labor refers to the process by which employees manage their emotions to fulfill the emotional requirements of their job roles. This often involves exhibiting emotions that differ from what they actually feel. In many customer-facing or service-oriented positions, employees may be required to display positivity and friendliness even when they might be feeling stressed or upset. This discrepancy between felt emotions and required display is what defines emotional labor.

This concept highlights the emotional effort that employees invest to maintain a particular demeanor conducive to the workplace environment, even if that means putting on a façade. For example, a flight attendant may need to project calm and cheerfulness while dealing with difficult passengers, despite their personal feelings. This is essential for enhancing customer experiences and maintaining professional standards in the workplace. Hence, being able to exhibit an emotion different from what they truly feel is at the core of emotional labor.