Emotional labour is a very real problem facing frontline staff.

Question

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Emotional labour refers to the effort, planning and control required by employees to meet the emotional and cognitive demands of their job. This can include managing their own emotions as well as the emotions of others, such as customers or clients. Frontline staff, who often interact directly with customers or clients, may experience high levels of emotional labour, which can lead to burnout or other negative consequences.

Emotional Labour Is a Very Real Problem Facing Frontline Staff