She Strengthens

The Hidden Toll of Emotional Labor

Uncovering the Invisible Work

We’re familiar with physical and mental labor, but there’s another crucial aspect of many jobs: emotional labor. It’s the effort to manage feelings and expressions to meet the emotional demands of a role. Think of a cashier forced to wear a constant smile, even when they’re not feeling it. While we may not be able to avoid emotional labor entirely, it shouldn’t come at the cost of our emotional and mental wellbeing.

What is Emotional Labor?

Originally coined by sociologist Arlie Hochschild in 1983, emotional labor refers to the paid work that requires trying to feel the right emotions for the job. This includes jobs like teaching, childcare, flight attending, and nursing, where workers must evoke and suppress feelings to fulfill their roles. Emotional labor isn’t about how you feel about the work itself, but rather the front-facing emotions required to execute the job.

Where Does Emotional Labor Happen Most?

Jobs that involve high levels of emotional labor include receptionists, servers, customer service representatives, flight attendants, cashiers, nurses, home care attendants, retail staff, social workers, childcare workers, and journalists. However, emotional labor can also creep into personal relationships, affecting our relationships and overall wellbeing.

The Long-term Effects of Emotional Labor

Prolonged exposure to emotional labor can lead to burnout, a state of exhaustion that can reduce job performance. Research has linked emotional labor to an increased risk of depressive mood, serious physical health conditions, and even cancer. Anxiety can also stem directly from emotional labor, fueling distressing anxiety cycles.

Managing Emotional Labor

To avoid the negative effects of emotional labor, it’s essential to draw boundaries and prioritize self-awareness. Ask yourself: Why am I not being honest about my answer? Is it important to nurture this person’s feelings? How does that make me feel? By setting boundaries and communicating assertively, you can manage emotional labor without being rude or aggressive.

Professional Strategies

When dealing with difficult customers or situations, try responses like:

• “I’m sorry we don’t have your size, but I’ve checked, and I’m certain it’s not in stock. However, I can recommend a shop that supplies similar clothing.”
• “I’m feeling tired. We agreed you would do this. I have done what I needed to do, and now you need to do the same.”

Seeking Help

Examining your thoughts and feelings can help you identify if stress or anxiety stems from emotional labor. Pinpointing when your stress or anxiety peaks can also be helpful. Consider talking to a therapist to release built-up emotions and develop specific boundaries and talking points for navigating emotional labor.

The Bottom Line

Emotional labor is a prevalent aspect of many jobs, but it shouldn’t be ignored. By understanding its impact and learning to manage it, you can prioritize your mental and emotional health while still excelling in your role.