LABRST 1C03 Lecture 10: Emotional labour march 14
2 Nov 2015
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Document Summary
Controlling your feelings and the presentation of your feelings. vs. They like the buzz working in high end positions. Some people are trained with emotional labour can dela with extremely difficult situations with people. They have a direct impact with customers; this is how customers view the experience. How companies train attendants perform, smile, facial expressions, reassure customers make customers feel good. Where you shape and control how people enjoy an experience. Clubmed they built an industry with training their staff. They were referred to as extended camp councelors on cafenie and steroids. Technical problems (computer repair), train people to deal with people who are upset. People are being trained in small talk while there is delays in repairs or customers have to wait on phone. To reassure, comfort, not just provide medical care. Doctors have very poor bedside manner: teachers. Have a lot of issue with emotional work. Has expanded dramatically kids broken homes, coming to school hunger.
