I’ve had the opportunity to bring my work into the corporate world recently, and I’m having such a wonderful time! In Emotional Dynamics at Work™, we’re working on emotions, empathy, and the crucial concept of emotion work, and I want to share it with you. Understanding emotion work In her groundbreaking book, The Managed Heart: Commercialization of Human Feeling, sociologist Arlie Hochschild (pronounced hoke-shilled) described what she termed emotional labor, or the way that our emotions and emotional states are a part of what we offer (and what is expected from us) in the workplace. In her book, Hochschild gives examples of flight attendants, who must not only understand the intricacies of their physical work on airplanes, but must also display an open and welcoming demeanor to passengers. Even when passengers are bad-tempered or overly needy, part of the work of a flight attendant is to continually offer a calm, (Read more...)
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