Can a persons heart be controlled? Do all people go have some form ofemotional management or emotional labor in their lives? In the book, The ManagedHeart, written by Arlie Hochschild , discusses the issues of emotional labor andemotional management.
In the book, it describes the difference between the twoissues and gives Hochschilds opinion on those issues. The first issue isemotional management. This is where the fight attendants learn how to deal withcertain situations that they might encounter. Basically, they are taught tomanage their emotions and look at their situation from the other side.
By doingthis, the flight attendants can create a happy and more comfortable setting forthe passengers. On page 113 in the book, it states that the fight attendantsshould imagine a reason to excuse an obnoxious or unruly passenger. This is whatDelta teaches: emotional management. The other issue is emotional labor. The useof emotional management is emotional labor. They flight attendants use surfaceacting in everyday work life.
They are there to make the passenger feelcomfortable and happy. This is a cover sheet for the flight attendants emotions. They are in a way bottling up their feelings to produce another feeling. Theproblem with emotional labor and surface acting are they become a part of thatperson.
Hochschild thinks that this is a bad thing because one will never breakaway from the emotional labor and in turn have trouble expressing their innerfeelings, (deep acting) in their private lives. In summary, emotional managementis emotional labor. Emotional management is the learning how to deal withsituations. Emotional labor is the actual use of the emotional management.
Learning emotional management is helpful, but can affect that personslifestyle. When they use emotional labor, they are hiding their inner feelingsto create are better atmosphere for others. People using this might never beable to distinguish the difference between their surface acting and deep acting. Hochschilds sees this as a problem for the people affected by this emotionmanipulator.
This will affect their friends, family, and the rest of society.
