Leadership as Emotional Labour

Leadership as Emotional Labour

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Even if we dona€™t realise it, most of us are now familiar with the idea of a€˜emotional laboura€™; that a€˜service with a smilea€™ which everyone from cabin crew to restaurant or call centre staff is expected to give, irrespective of what they actually feel or think. This book considers the complex ways in which this need to show (or hide) particular emotions translates into job roles a€“ specifically those of leaders or managers a€“ where the relationships are lasting rather than transient, two-way rather than uni-directional and have complex, ongoing goals rather than straight-forward, one-off ones. The book contends that these differences contribute unique characteristics to the nature of the emotional labour required and expounds and explores this new genus within the a€˜emotional laboura€™ species. The main theme of this book is the explication and exploration of emotional labour in the context of leadership and management. As such, it focuses both on how our understanding of emotional labour in this context enriches the original construct and where it deviates from it. By exploring these issues at the level of situated practices and the real world, real time experiences of leaders, the book seeks to make an innovative and nuanced contribution to our understanding of the emotional element within a€˜leadership worka€™.... focused on how service workers, such as airline flight attendants, were required to display emotions as part of their job duties. For example, many service workers are told to smile and act friendlily towards customers (Pugh, 2001). ... rules conform to normal social expectations, both parties (service agents and customers) understand what emotions should be ... also examined how service workers used emotional labour; however, in addition they reasoned that people in other rolesanbsp;...

Title:Leadership as Emotional Labour
Author: Marian Iszatt-White
Publisher:Routledge - 2012-10-02

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