In Chapter 7 the term Emotional Labor is discussed. Arlie Hochschild describes emotional labor as a type of work wherein employees are paid to create a ‘package’ of emotions. The book gives the example of a flight attendant as emotional labor since they have to have a happy face to ensure that the passengers have an enjoyable ride. Another example is working at a restaurant. There were a couple of times when I had bad days and still had to put on a smile on my face for the guest.
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The discussed "package of emotion" is almost like acting. I know that at interviews, the employer always ensures that the interviewee is capable of demonstrating the appropriate emotions at the appropriate times. It is critical in jobs where the customer reacts directly off of the persona of the person assisting them. I understand where you are coming from because there have been a multitude of times where I must conduct myself professionally and cheerful when all I want to do is run and hide!
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