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Emotional labour is the management of emotions in the workplace. The term was coined by American sociologist Arlie Hochschild who defined it as “emotion regulation that creates a publicly visible facial and bodily display within the workplace.”
Emotional labour is playing an increasingly important role in the workforce globally, especially among professionals in the service sector as these professionals are required to deal with third-parties (clients). Furthermore, research indicates that the management of emotions impacts employee productivity, which is why it is all the more relevant for line managers to ensure that their employees’ emotions are not left unchecked.
Here are six techniques that HR departments and line managers can use to ensure that their employees’ can manage their positive and negative emotions:
1. Customer relationship management training helps improve negotiating skills when it comes to dealing with clients. It also teaches employees to stay calm, collected and maintain a positive attitude at all times. Continue reading