Answer to Question #198918 in Management for Roy

Question

Ahmed is a customer representative working in a reputable organization. Ahmed smiles and acts politely towards a customer at his checkout, even though he really deeply dislikes this customer.

a) What is the term used to explain the disparity between the emotion Ahmed displays and the emotions he is actually experiencing? 

b) Is it good or bad? Justify with an example.

Answer 1

The term used to explain the disparity between the emotion Ahmed displays and the emotions he actually experiencing is called emotional labour.

Emotional labour is regulation of feeling torwards work preferences that the employer should not have fo give bad attitude to customers.

Emotional labour has a predominantly negative influence on individuals, while it is mostly beneficial to the employers or organisations.

It creates dilemmas for employees. Consider working with colleagues whom you just do not like for many and varied reasons ranging from personality, culture, religion, manners.Maybe you consider their personality abrasive or they might have passed a negative comment about you behind your back or even spoken rudely to you. Irrespective of the above, our job requires we interact with these colleagues on a regular basis. Our choices are therefore limited to feign friendliness.