SOC366H1 Chapter Notes -False Consciousness
Document Summary
Robin leidner: emotional labour is crucial to the performance of interactive service work because these jobs involve direct interaction with people or clients . Sales and customer service jobs require emotional labour which are part of the manufacturing sector. In the past there used to be a distinction between careers and jobs. Means of managing interactive service work: selection: traits employers look for vary in the kind of image the company/organization wants to portray ex. Airlines sometimes wanted the sexy, sophisticated woman while others wanted the. Girl next door and combined insurance wanted stubborn, cocky and competitive people. Employers judge if you have these traits based on interviews, appearance and written tests: training and indoctrination: once employees are hired, organizations find ways to teach staff how to do their jobs and conform with the rules. Scripting of speech, body movement and body language is a common way to regulate emotional work ex.
