Option C: Emotions
My first key takeaway from “Faking Your Emotions at Work” is that emotions are an integral part of my being. As a result, I need to learn what or who triggers my emotions and learn to control destructive emotions. My second takeaway is that negative emotions, even when warranted should not negatively affect my work. Research indicates that emotions are directly proportional to a person’s performance at the work place. Thus, I have the capacity to downplay my emotions for the greater good of my individual performance, as well as the performance of the organization. Thirdly, I have learnt that rather than harbor anger, rage, and resentment within me, I need to learn to respectfully and calmly communicate my concerns to colleagues and management at work. Doing so enables me to avoid sudden outbursts at the work place and helps me to cultivate good working relations. Thus, in light if the subject of “Faking Your Emotions at Work” I hope to manage my emotions well going forward to enjoy a peaceful and productive work environment.
The conversation that I felt needed to be expounded on was regarding the aspect of emotional labor. Its definition was that it is the faking of emotions for the sake of offering better service and helping in creating a better working environment. Much as it may be easy to fake emotions for one or two days, do it on a daily basis such as the workers that offer customer service is impossible. In my opinion, it is important for an organization to explain to the consumers what works and does not work for the organization, as well as encourage consumers to treat employees with respect as they too are served with respect. I do not understand why it is the prerogative of the employee to persevere when customers trample on their emotions in the name of keeping business afloat. Currently, my emotional labor ranks between 5 and 6.
There are several tactics that I can apply to deal with emotional labor and avoid burnout at my workplace. The first one is to be aware of the emotions that I need to manage at the workplace and situations that may trigger such emotions (Kendrick, 2018). For instance, if I know that a particular customer is bent on annoying me every time they come to the office, I could allow another employee to deal with them rather than having to handle them personally. Alternatively, I could investigate what really annoys the customer so that I can avoid it and make the relationship better. Secondly, I can tackle emotional labor related to coworkers by being real with them which entails telling them the truth about their actions when they need to hear it and just ensure that I do so respectfully (Pennsylvania State University, 2019). Thirdly, I hope to deal with emotional labor by taking jobs that promote deep acting rather than surface acting at the workplace. According to David (2016), some of the people who suffer high stress levels due to emotional labor are in the wrong jobs which are not congruent to their personalities. For instance, it is not easy for introverted people to easily interact with customers. Thus, employers should avoid placing them at the customer service desk and instead place them in a back office where they can perform better. Personally, I hope to take jobs that I know I can manage as per my personality and skills set.
David, S. (2016). Managing the hidden stress of emotional labor. Harvard Business Review. Retrieved from https://hbr.org/2016/09/mnaging-the-hidden-stress–of-emotional- labour
Kendrick, H. A. (2018). Let go of toxic workplace ‘emotional labour’ in 2019. The Conversation. Retrieved from https://theconversation.com/let-go-of-toxic-workplace- emotional-labour-in-2019-108245
Pennsylvania State University (2019). What is Emotional Labor? Retrieved from https://weld.la.psu.edu/what-is-emotional-labor