Emotional labor is when
A) a person's "labor" is primarily comprised of thinking and creativity.
B) work requires someone to project an image to a client despite what they are feeling.
C) work requires workers to project only their true feelings to coworkers and customers.
D) workers have to "unwind" at the end of the day from an emotionally draining day at work.

Question

Quizplus · Accepted Answer

Emotional labor refers to the effort and work required to manage one's emotions in response to specific job demands, particularly those related to customer service. This can involve projecting a particular image or emotion to a client or customer, regardless of how the worker may actually be feeling. Option A is incorrect as it describes a different type of labor. Option C is incorrect as it suggests workers should always express their true feelings, which may not always be appropriate in a work setting. Option D is also incorrect as it refers to the aftermath of emotional labor rather than the labor itself.

Emotional Labor Is When