The term "emotional labour" was first defined by the sociologist Arlie Hochschild as the "management of feeling to create a publicly facial and bodily display"
The concept of emotional labour originally developed in relation to service jobs. Airline flight attendants, for instance are expected to be cheerful, funeral counselors sad, and doctors emotionally neutral. But today the concept of emotional labour seems relevant in almost every job. You’re expected, for example, to be courteous and not hostile in interactions with co-workers, and leaders are expected to draw on emotional labour to recharge the troops. Almost every great speech, for instance, contains a strong emotional component that stirs feelings in others.
As these studies show, however, managing emotions can take a toll when there is a discrepancy between the outward behaviour the person is required to display as part of his or her job and the inward feelings that the person has.85 Therefore, while emotional labour can have positive implications within the workplace, it can also have negative personal consequences when a person consistently hides real emotions behind a work “face.
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