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Emotional labor is the process of managing ... workers' subordination to customers is reinforced through "cultural symbols that ... intelligence vs. emotional ...
Cultural intelligence or cultural quotient (CQ), refers to an individual's capability to function effectively in culturally diverse settings. The concept was introduced by London Business School professor P. Christopher Earley and Nanyang Business School professor Soon Ang in 2003.
How they are experienced, expressed, perceived, and regulated varies according to cultural norms and values. [3] Culture is a necessary framework to understand global variation in emotion. [4] Human neurology can explain some of the cross-cultural similarities in emotional phenomena, including certain physiological and behavioral changes.
Emotional labor is particularly common in service or caring occupations (think: flight attendants, waiters, teachers, child care workers, social workers, nurses, nursing home attendants, customer ...
[1] [4] Emotion work has use value and occurs in situations in which people attempt to change their emotions or their emotional display for their own non-compensated benefit (e.g., in their interactions with family and friends). By contrast, emotional labor has exchange value because it is traded and performed for a wage. [5]
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Although emotional labor may be helpful to the organizational bottom line, there has been recent work suggesting that managing emotions for pay may be detrimental to the employee". [14] Emotional labor and emotional work both have negative aspects to them including the feelings of stress, frustration or exhaustion that all lead to burnout.
Emotional intelligence is a concept that is defined by four skills: [5] [14] The ability to accurately perceive other emotions. The ability to understand one's own emotions. The ability to use current feelings to help in making decisions. The ability to manage one's emotions to best match the current situation.