Emotional Labor refers to the effort that workers put into managing their emotions in order to create an experience for customers, which may include acting cheerful, smiling, greeting them warmly, and providing positive customer service. It differs from physical labor because it involves using cognitive skills, social abilities, and personalities. Emotional labor can be physically exhausting since employees must maintain certain emotions consistently throughout their shifts, often without getting enough breaks.
Flight attendants have been found to feel tired after flights due to performing their duties under high pressure.
Affective norms refer to expectations about how people should act and feel in different situations. These norms are usually communicated through media, such as movies, TV shows, and commercials, but also through interpersonal communication among peers. They can be explicit or implicit, and they vary depending on culture and historical context.
Women are expected to show empathy, while men are expected to display stoicism.
The relationship between emotional labor and affective norms is complex. On one hand, workers who perform emotional labor may internalize these norms and develop a sense of self-monitoring, where they constantly monitor and regulate their emotions to meet expectations. This can lead to feelings of burnout, depression, anxiety, and even PTSD.
Some individuals may challenge these norms and resist conformity by expressing emotions that go against the grain.
Affective norms can influence how queer identity formation takes place. Queer identities are often formed in response to society's rigid gender roles, which require strict adherence to binary masculinity or femininity. As a result, many LGBTQ+ individuals experience conflict between their sexual orientation and societal expectations, leading them to explore alternative forms of expression. Emotional labor can be seen as an opportunity for experimentation with emotions outside of traditional boundaries, creating new possibilities for identity construction.
Emotional labor can create opportunities for intimacy and eroticism. Many people find it exciting when employees provide personalized service and engage with customers on an emotional level. This can happen in settings like restaurants, hotels, and retail stores, but also online through chatbots and virtual assistants. The exchange of emotional labor can be erotic because it involves sharing private information, building trust, and creating an emotional connection.
Emotional labor, affective norms, and queer identity formation are interrelated concepts. While emotional labor can lead to emotional exhaustion, it can also offer opportunities for creative self-expression and intimate relationships. Understanding these connections is crucial for improving workplace environments and promoting mental health.
What is the relationship between emotional labor, affective norms, and queer identity formation?
Emotional labor refers to the process of managing one's emotions and behavior at work in order to meet employers' expectations and satisfy customers. It can be seen as a form of performance that requires employees to conceal their true feelings and display a certain attitude or behavior. Affective norms are social rules governing how people should feel and express their emotions in different situations.