Toll of emotional labour behind the frontline

摘要

In 1998 I wrote an article about emotional labour for Professional Manager entitled The 'Have a Nice Day Syndrome: How being nice can affect your employees' health.rnI think it is safe to say that we are still labouring emotionally as much as ever in the workplace, faking our emotions or hiding a range of feelings from heartfelt boredom to simmering rage.rnThere are very few workplaces that do not require some form of emotional management on the part of employees. The terminology may differ, so that what I call emotional labour, others may label as compassion fatigue, professional face, rapport, emotional armour, engagement or empathy - all of which still refer to the same concept, that of presenting an acceptable 'face' to the organisation irrespective of one's real feelings.