Characteristics of Emotional Labor
Emotional labor refers to the effort employees exert to manage their emotions to meet workplace expectations.
It involves displaying specific feelings (e.g., friendliness, patience, or enthusiasm) while suppressing others (e.g., frustration or boredom) to maintain professionalism.
Common in customer service, healthcare, and hospitality, emotional labor ensures positive interactions but can lead to stress if not managed properly.
Organizations increasingly recognize its impact on employee well-being and performance.
Below are the 10 major characteristics of emotional labor in a business setting.
Surface Acting
Surface acting occurs when employees fake emotions that they do not genuinely feel.
For example, a customer service representative may force a smile while dealing with an angry client, masking their true irritation.
This type of emotional labor can be mentally exhausting because it creates a disconnect between felt and displayed emotions, often leading to burnout over time.
Deep Acting
Unlike surface acting, deep acting involves employees internally adjusting their emotions to align with job expectations.
A nurse may genuinely cultivate compassion for a difficult patient rather than just pretend to do so.
While still demanding, deep acting reduces emotional strain because it fosters authenticity, making interactions feel less forced and more sustainable.
Emotional Dissonance
Emotional dissonance arises when there is a conflict between an employee’s true feelings and the emotions they must display.
For instance, a flight attendant must remain calm and cheerful even during stressful situations.
Prolonged dissonance can lead to emotional exhaustion, decreased job satisfaction, and even mental health challenges if not addressed.
Scripted Interactions
Many jobs require employees to follow predefined scripts or standardized emotional responses.
Call center agents, for example, often use rehearsed phrases to handle customer complaints.
While scripts ensure consistency, they can make interactions feel robotic, reducing genuine engagement and increasing emotional fatigue.
High Emotional Regulation
Emotional labor demands strong self-regulation skills.
Employees must monitor and adjust their emotional expressions continuously, suppressing negative reactions in favor of professionalism.
This constant self-control can drain mental energy, making it harder to sustain high performance over long shifts.
Customer Expectations
Customers often expect employees to be consistently polite, patient, and helpful, regardless of the situation.
Retail workers, for example, must remain courteous even when faced with rude customers.
These high expectations place significant pressure on employees, contributing to stress and emotional exhaustion.
Organizational Control
Some companies enforce strict emotional display rules, requiring employees to adhere to specific behavioral standards.
This control can feel restrictive, as workers have little autonomy over their emotional expressions.
Over time, excessive regulation may lead to resentment and disengagement.
Gender and Cultural Influences
Emotional labor expectations often vary by gender and culture.
Women, for instance, are frequently expected to be more nurturing and accommodating in service roles, adding an extra layer of societal pressure.
Similarly, cultural norms influence how emotions should be expressed, affecting workplace dynamics globally.
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Impact on Job Satisfaction
When emotional labor is excessive and unsupported, it can reduce job satisfaction.
Employees who constantly suppress their true feelings may feel undervalued or inauthentic.
Conversely, workplaces that acknowledge and reward emotional labor can boost morale and retention.
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Compensation and Recognition
Despite its importance, emotional labor is often undervalued and undercompensated.
Unlike physical or cognitive labor, it is rarely quantified in performance metrics.
Organizations that recognize and reward emotional effort—through fair wages, mental health support, or appreciation programs—create healthier work environments.
Hence, these are the 10 notable characteristics of emotional labor in the workplace.
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Siddhu holds a BIM degree and in his free time, he shares his knowledge through this website with the rest of the world.