Direct or indirect communication between two or more people (verbal and non-verbal) Arlie hochschild: the managed heart: the commercialization of feelings (1983) Sociology of emotions (symbolic interactionism, feminism, and con ict theory) Feelings and emotions are not 100% natural; relatively speaking, socialized. The social world constructs our feelings and emotions. We operate with each other using feeling rules. Feeling rules: rules about what feeling is or is not appropriate to a given social setting. As social actors were constantly managing emotions. Emotion management: controlling ones emotions and following feeling rules in the private sphere (outside of the workspace) Surface acting: affected displays of feelings that are inauthentic (outside -> inside); fake; can be seen through. Deep acting: display is a natural result of working on feeling, the actor does not try to seem happy or sad but rather expresses spontaneously, a real feeling that has been self-induced (inside -> outside) A lot of corporations teach employees how to deep act.