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Teste ANPAD:
Emotional
Labour
MATERIAL DE AULA
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Emotional Labour
Emotional labour was first defined by the noted sociologist Arlie Hochschild in her
book, The Managed Heart: The Commercialization of Human Feeling, as "the
management of feeling to create a publicly observable facial and bodily display."
It's essentially putting on an act to affect the emotional state of others in a way
that meets the expectations of an employer. Naturally, all employers expect their
workers to obey company rules and procedures, but emotional labour goes beyond
simply following the rules, as it requires individuals to alter their personality into
one that is company-approved, one that is often far different from their usual
disposition.
When a company-approved personality conflicts with one’s actual personality, a
worker can easily be perceived as being inauthentic, and this inauthenticity has a
way of invalidating the exchanges that take place between themselves and others.
For example, a few months ago my debit card number was stolen and someone
purchased $200 worth of merchandise at a Target in North Carolina. My bank
notified me of this and directed me to their claims department. The representative I
spoke with was pleasant enough, but she kept saying, "I do apologize" over and
over again. Now I knew that it was part of her job to act sympathetic, but the fact
that she was so bad at it made dealing with her an annoyance. I could tell that she
was not really sorry about what had happened to me, but really, why should she
have been? Eventually I told her, "Look, I'm not going to get mad or yell at you.
You don’t need to keep apologizing." To which she replied, “I do apologize." The
experience was so aggravating that I almost didn't care about getting my stolen
money back so long as I could put an end to the conversation.
Source: Schwartz, D. Emotional labour. Huffpost, 20 July 2012. Available at:
<http://www.huffmgtonpost.comldavid-a-schwartzlemotional-
labor_b_1686102.html>.
www.englishpos.com.br
Emotional Labour
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Emotional labour was first defined by the noted sociologist Arlie
Hochschild in her book, The Managed Heart: The Commercialization of
Human Feeling, as "the management of feeling to create a publicly
observable facial and bodily display."
_________________________________________________________
_________________________________________________________
_________________________________________________________
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It's essentially putting on an act to affect the emotional state of others
in a way that meets the expectations of an employer.
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_________________________________________________________
_________________________________________________________
_________________________________________________________
_________________________________________________________
Anote abaixo sua Tradução
www.englishpos.com.br
Naturally, all employers expect their workers to obey company rules
and procedures, but emotional labour goes beyond simply following the
rules, as it requires individuals to alter their personality into one that is
company-approved, one that is often far different from their usual
disposition.
_________________________________________________________
_________________________________________________________
_________________________________________________________
_________________________________________________________
_________________________________________________________
When a company-approved personality conflicts with one’s actual
personality, a worker can easily be perceived as being inauthentic, and
this inauthenticity has a way of invalidating the exchanges that take
place between themselves and others.
_________________________________________________________
_________________________________________________________
_________________________________________________________
_________________________________________________________
_________________________________________________________
For example, a few months ago my debit card number was stolen and
someone purchased $200 worth of merchandise at a Target in North
Carolina.
_________________________________________________________
_________________________________________________________
_________________________________________________________
_________________________________________________________
_________________________________________________________
www.englishpos.com.br
My bank notified me of this and directed me to their claims department.
The representative I spoke with was pleasant enough, but she kept
saying, "I do apologize" over and over again.
_________________________________________________________
_________________________________________________________
_________________________________________________________
_________________________________________________________
_________________________________________________________
Now I knew that it was part of her job to act sympathetic, but the fact
that she was so bad at it made dealing with her an annoyance.
_________________________________________________________
_________________________________________________________
_________________________________________________________
_________________________________________________________
I could tell that she was not really sorry about what had happened to
me, but really, why should she have been? Eventually I told her, "Look,
I'm not going to get mad or yell at you.
_________________________________________________________
_________________________________________________________
_________________________________________________________
_________________________________________________________
_________________________________________________________
You don’t need to keep apologizing." To which she replied, “I do
apologize." The experience was so aggravating that I almost didn't care
about getting my stolen money back so long as I could put an end to
the conversation.
_________________________________________________________
_________________________________________________________
_________________________________________________________
_________________________________________________________
_________________________________________________________
_________________________________________________________
www.englishpos.com.br
Notes
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