advertisement advertisement advertisement Feelings are hard work—if the past year has taught me anything, it's that. And the work of managing feelings is an important part of many jobs. One of my professors used to call that "emotional labor." advertisement advertisement The term "emotional labor" was first published by Arlie Russell Hochschild in 1983. She defined it as labor that "requires one to induce or suppress feeling in order to sustain the outward countenance that produces the proper state of mind in others." The way I think about it is: putting resources into guiding the emotions of myself and others. Therapists and other healthcare professionals are clear examples of emotional laborers. Communications professionals, educators, and public administrators all perform a lot of emotional labor as part of their day-to-day work. Every day, I watch my customer support team at Zapier balance emotional labor (in the form of empathizing with our customers) with rational labor (in the form of solving users' technical issues). Why emotional labor matters When we step back and look at it, it's clear that we're all doing emotional labor. We do it instinctively and may not even realize it's happening. But on a practical level, I think… Read full this story
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