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"Emotional Labour"


Sasha Khan

Seth Goldin introduce the "Emotional Labour" is meaning anyone who work for their job, is display their behaviour and attitude. The workers could force to work hard, not complain, and proper behave because they paid for. Sometime, in difficult situation and they don’t feel doing, although they consider carefully with their consumer or industry.



I agree with this article “you don’t get to say to your boss, “You know, I’m sort of tired today. I don’t feel like digging ditches.” If people want to apply for that job, they would prepare for keep controlling their feel and reasonability for consumers. I think they have responsibility to pleasure with their consumer because they are need to make profit and successful their business or company. Sometime, the workers often experience to face discriminate from client, employer, and others because they luck their skill, appearance, culture attitude or communicate language. They cant showing crybaby or going to quit that job. This is why they need to feel confidence, belief, and depend on “feeling rules” is part of emotional labour.

Here have few examples:

For example, I watched the Discovery Channel about USA consumers contacted to computer (IBM) Information Technology Delivery servicer in India. USA consumer asked servicer through telephone, and look for solving their problem with technology issue. USA people often spoke were not nice, cruel and angry easily because they think servicer takes responsibility for solving all of computers' problem. The servicer have to be nice, talk carefully and take care of that consumer, because they are making benefit from them. In end of work, they went to out to bar or restaurant, while they always to complain how cruel their consumers are.

And Seth’s example,









Both IBM and Delta Airline workers have same experienced as graphic designer, cooker, artist, dentist, and many other professional have to face discriminate everyday. All of them are just working as what they get paid for. 



When you connect to another human, you always to think twice & take careful of yourself. There also work experience that help to understand and encourage real emotional when you don’t want to fail or fired that job. Of course, most of workers wants to their boss impressed them by working continue, set goal, earn profit & successful, social media and communicate with people.  Their boss prefer to see someone who engaging their job than wage, and boss will hire them.









The article above, Seth said, “…When you trade money for goods doesn’t really benefit the community.” and “…you trade money for goods, deal is over….you got money, see you later. We are stranger” I agreed with them, because I experienced to work as graphic design. I met a client and got paid, and then I will may meet her again later. When I involved community volunteer, most staff were encouraged, respect and appreciated me for many times. I was asked to come be there again because it is for free. If they hire me as employee, they will need me to follow their instructed, and to do what they expect.



Therefore, the words “Emotional Labor” are part of feeling rules, common sense, properly behave, change attitude even if you’re in difficult situation. The emotional labour can also be benefit, successful and lead of job satisfaction. If the work who experienced for long times, they will receive higher level and rewards. If worker who not control feeling, or masking emotion, is caused to serious increased stress in their physical and mind and future possible of fired or lay out or fail business If they didn’t follow emotional labour rules, in end of worker will not follow consumer’s expect and caused to bad reputation. They will work hard to recovery their reputation, although client can forgive it or ignore it.

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