Focus on the reasons for ranking of some jobs higher than others on the level of emotional labor. Describe the following in detail based on upon the chart and your personal experiences as it relates to emotional labor: The extent to which the job has required display rules. Emotional labor is higher where the job requires the job incumbent to display emotions while interacting with customers, suppliers, and others. The frequency and

Ciccarelli: Psychology_5 (5th Edition)
5th Edition
ISBN:9780134477961
Author:Saundra K. Ciccarelli, J. Noland White
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Chapter1: The Science Of Psychology
Section: Chapter Questions
Problem 1TY
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Focus on the reasons for ranking of some jobs higher than others on the level of emotional labor. Describe the following in detail based on upon the chart and your personal experiences as it relates to emotional labor:

  • The extent to which the job has required display rules. Emotional labor is higher where the job requires the job incumbent to display emotions while interacting with customers, suppliers, and others.
  • The frequency and length of interaction with other people. Emotional labor is higher where employees must display emotions frequent and for long periods of time.
  • The intensity of emotions required during this interaction. Emotional labor is higher where the job incumbent must display more extreme emotions.
  • The extent to which the display rules create emotional dissonance. Emotional labor is higher where incumbents must display emotions that are dissimilar or contrary to their true emotions at the time of the emotional display.
Expert Ranking on Emotional Labor (1=Highest)
Expert
Occupation Ranking Explanation of Ranking
Bartender
Cashier
Dental
hygienist
Insurance
adjuster
Lawyer
Librarian
4
8
7
6
5
Bartenders "must be friendly and helpful with
customers." In small establishments, bartenders must
also deal with unruly customers, but this is typically
handled by other employees in larger establishments.
Some bartenders do not interact directly with
customers. Some bartenders serve customers, but
have limited interaction with them, so they have limited
emotional labor duties.
Although cashiers work almost all of their time in front
of customers, the interaction with each customer is
typically brief, routine, and with limited conversation.
People in this job work with patients, but the job
description involves mainly performing tasks with
limited interaction with patients (who are usually unable
to speak during the work anyway!) However, emotional
labor is required by maintaining a pleasant or neutral
disposition throughout the visit. They also spend some
time talking with patients about dental hygiene. Dental
hygienists must also maintain a calm disposition when
assisting the dentist during surgical work.
Although adjusters interact with claimants, a fair portion
of their task involves collecting information about the
event, reviewing police records, and comparing data
with other claims. Interaction with claimants may
require some emotional labor where the claim is a
personal injury or loss of valuable goods. However, this
interaction is relatively brief. Some emotional labor may
also occur where claims need to be negotiated with the
claimant.
The emotional labor required of lawyers varies
significantly with the type of work. Barristers (trial
lawyers) must “be able to think quickly and speak with
ease and authority." Other lawyers spend most of their
time performing research or attending to the practice's
administrative tasks. Most lawyers spent some time
with clients, which requires both authority and empathy
from the lawyer during these interviews.
The librarian's interaction with the public can vary with
the specific position. Some have little direct interaction,
relying instead on technology to manage most queries.
Other librarians must help to answer customer
questions, read to children, and work with public
groups. However, “librarians spend a significant portion
of time at their desks or in front of computer terminals."
Most interaction tasks are for a short duration and have
low intensity.
Transcribed Image Text:Expert Ranking on Emotional Labor (1=Highest) Expert Occupation Ranking Explanation of Ranking Bartender Cashier Dental hygienist Insurance adjuster Lawyer Librarian 4 8 7 6 5 Bartenders "must be friendly and helpful with customers." In small establishments, bartenders must also deal with unruly customers, but this is typically handled by other employees in larger establishments. Some bartenders do not interact directly with customers. Some bartenders serve customers, but have limited interaction with them, so they have limited emotional labor duties. Although cashiers work almost all of their time in front of customers, the interaction with each customer is typically brief, routine, and with limited conversation. People in this job work with patients, but the job description involves mainly performing tasks with limited interaction with patients (who are usually unable to speak during the work anyway!) However, emotional labor is required by maintaining a pleasant or neutral disposition throughout the visit. They also spend some time talking with patients about dental hygiene. Dental hygienists must also maintain a calm disposition when assisting the dentist during surgical work. Although adjusters interact with claimants, a fair portion of their task involves collecting information about the event, reviewing police records, and comparing data with other claims. Interaction with claimants may require some emotional labor where the claim is a personal injury or loss of valuable goods. However, this interaction is relatively brief. Some emotional labor may also occur where claims need to be negotiated with the claimant. The emotional labor required of lawyers varies significantly with the type of work. Barristers (trial lawyers) must “be able to think quickly and speak with ease and authority." Other lawyers spend most of their time performing research or attending to the practice's administrative tasks. Most lawyers spent some time with clients, which requires both authority and empathy from the lawyer during these interviews. The librarian's interaction with the public can vary with the specific position. Some have little direct interaction, relying instead on technology to manage most queries. Other librarians must help to answer customer questions, read to children, and work with public groups. However, “librarians spend a significant portion of time at their desks or in front of computer terminals." Most interaction tasks are for a short duration and have low intensity.
Librarian
Postal
clerk
Registered
nurse
Social
worker
Television
announcer
CO
10
2
1
3
The librarian's interaction with the public can vary with
the specific position. Some have little direct interaction,
relying instead on technology to manage most queries.
Other librarians must help to answer customer
questions, read to children, and work with public
groups. However, "librarians spend a significant portion
of time at their desks or in front of computer terminals."
Most interaction tasks are for a short duration and have
low intensity.
Postal clerks include people who work at retail counters
and those who process letters and packages. The
former are similar to cashiers (see above) in their
emotional labor requirements. The latter have almost
no interaction with the public, just with other postal
employees. Thus, their emotional labor requirements
would be no more than for any other job involving some
interaction with co-workers.
Registered nurses vary from staff nurses in hospitals to
public health nurses in schools. Most hospital nurses
engage in considerable emotional labor and "need
emotional stability to cope with human suffering,
emergencies, and other stresses." They must
frequently exhibit emotions that they are "caring and
sympathetic." They must also manage the emotions of
patients and visitors.
Social workers have frequent interaction with clients,
sometimes with heavy case loads. They "see clients
who face a life-threatening disease or a social
problem." Depending on the type of client, social
workers must display emotions of control, empathy, and
support. The job “can be emotionally draining."
Television announcers must sound and look
consistently pleasant on-air, and display similar
emotions during the many public events required for
the job. "The most successful announcers attract a
large audience by combining a pleasing personality and
voice with an appealing style." This can create
emotional dissonance where the announcer works
under tight deadlines or interviews people with
aggressive behavior. However, announcers also spend
a large portion of their time away from an audience
preparing on-air scripts.
Transcribed Image Text:Librarian Postal clerk Registered nurse Social worker Television announcer CO 10 2 1 3 The librarian's interaction with the public can vary with the specific position. Some have little direct interaction, relying instead on technology to manage most queries. Other librarians must help to answer customer questions, read to children, and work with public groups. However, "librarians spend a significant portion of time at their desks or in front of computer terminals." Most interaction tasks are for a short duration and have low intensity. Postal clerks include people who work at retail counters and those who process letters and packages. The former are similar to cashiers (see above) in their emotional labor requirements. The latter have almost no interaction with the public, just with other postal employees. Thus, their emotional labor requirements would be no more than for any other job involving some interaction with co-workers. Registered nurses vary from staff nurses in hospitals to public health nurses in schools. Most hospital nurses engage in considerable emotional labor and "need emotional stability to cope with human suffering, emergencies, and other stresses." They must frequently exhibit emotions that they are "caring and sympathetic." They must also manage the emotions of patients and visitors. Social workers have frequent interaction with clients, sometimes with heavy case loads. They "see clients who face a life-threatening disease or a social problem." Depending on the type of client, social workers must display emotions of control, empathy, and support. The job “can be emotionally draining." Television announcers must sound and look consistently pleasant on-air, and display similar emotions during the many public events required for the job. "The most successful announcers attract a large audience by combining a pleasing personality and voice with an appealing style." This can create emotional dissonance where the announcer works under tight deadlines or interviews people with aggressive behavior. However, announcers also spend a large portion of their time away from an audience preparing on-air scripts.
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