SOC100H5 Lecture Notes - Erving Goffman, Call Centre, Symbolic Interactionism
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SOC100H5 Full Course Notes
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Document Summary
Emotion labour stems from emotion management (display of emotions that are appropriate to the nature of the situation) and people engage in it while they work and get paid (brym and lie 2011: 79). It is usually applied in jobs that require interaction with other co- workers, customers, clients, patients or students (brym and lie 2011: 79). Those who indulge in emotional labour as part of their work have to deal with people who can be irate, but the employee has to be pleasant and professional. Meanwhile, they also have to promote their companies or employers through salutations or greetings similar to thank you for calling davis and henderson, how may i help you . (brym and lie 2011: 79). Throughout their entire work day, they control their emotions as well as deal with their clients (emotion management). I work as a part time customer service representative in rbc student loans.
