Leadership and Emotional Labour

This document discusses the role of leadership in emotional labour and the importance of training and acting classes for emotional labour. It also highlights the characteristics of a positive leader and the impact of emotional intelligence on effective leadership.

Running Head: LEADERSHIP AND EMOTIONAL LABOUR
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Management

LEADERSHIP AND EMOTIONAL LABOUR 1
Slide 1
Leadership is the art of leading others or group of people in the organization. It is the ability
in an individual for guiding or influencing other members in an organization. Effective
leaders have the ability to make visionary and strategic decisions for convincing other people
to follow those decisions. It can be achieve by setting clear direction and stimulating other to
succeed in getting the results (Antonakis & Day, 2017). Leaders in an organization are
capable of motivating others to work toward the vision. For achieving better results, a leader
is required to have some traits of strong and good communication skills, empathy,
assertiveness, and charisma. In recent time, leadership holds a strong position in every
company as it assists the other team members on the right path for achieving the objectives of
organization. In this, leaders provide the guidelines to its team member’s for taking certain
course of action.
Slide 2
An effective leader led its member through example. It is the best and essential way for
gaining and building the credibility and respect of other by setting right example. If a leader
wants too much from the team members, then it is essential to set high standards. Aligning
with the actions and words will help the leader in building trust. Recognition of employee’s
achievement is also one of the essential tools to inspire the team members. It is true that team
members give their bets when they know that there work will be appreciated and valued. For
effective leaders, it is required to have a sense of ownership over the work (Roof, Bocarnea
and Winston, 2018). Communication of clear deadlines as well as goals to the team members
provides them the authority and autonomy. It is true that when members will not be given the
certain time limit to achieve the objective, they will become lazy and will not work. In this,
an effective and positive leader will always help its members in providing responsibility and
time limit to achieve the goals in best manner.
Slide 3
Positive leader has various characteristics in itself. Confidence, commitment, and good
communication are essential characteristic in positive leader. Positive leader is confident
enough that other members will definitely follow its commands. It is true that whenever

LEADERSHIP AND EMOTIONAL LABOUR 2
leader will be unsure about its qualities as well as decisions, its subordinates will never ever
follow that leader. As compare to this, a positive leader is confident enough to gain the
respect of its subordinates. Besides confidence, commitment is also one such positive skill in
a leader (Friedrich, Griffith and Mumford, 2016). Commitment in a leader helps it in gaining
the respect of its subordinates and infuses the positive energy among all the team members.
This skill also helps the employees to perform in a better way in organization. Whenever
employees feel that leader is not committed properly toward the goals, it will become
difficult for the leader to motivate its followers for achieving the objective (Buenaventura,
2018).
Slide 4
In addition to the confidence and commitment, communication is also one skill that is
required in a positive leader. As a good leader, it is required to clearly explain each and
everything to employees whether it is about some task or related to the organization goal.
Positive leader must possess all the effective forms of communication whether it is
departmental, one-on-one, or full staff conversations. Being a positive leader, leader is
required to establish a stable form of communication between its team members or staff and
between itself either through continuous conversation or through open-door policy. It is
essential for the leader to make it properly available for discussing the concerns as well as
issues with the employees (Mikkelson, York and Arritola, 2015). Open door policy will help
the workers to discuss anything without being hesitated. Communication comes under the top
most skill of any leader as other team member’s work into its communicated direction and
goals.
Slide 5
Emotional labour is a process where labours manage their expressions and feelings in order to
fulfil the emotional requirement of a job. It is true that workers are required to regulate their
emotions when they interact with co-workers, customers, as well as superiors. According to
the organizational defined guidelines and rules, emotional labours are required to manage
their feelings (Thanem and Knights, 2017). This includes the decision –making and analysis
in terms of the expression of the emotions. Emotional intelligence has made an essential
contribution in the characteristic of effective leader.
Slide 6

LEADERSHIP AND EMOTIONAL LABOUR 3
Among all the health care professionals, emotional events are encountered in many ways. All
these events might felt the negative emotions in members that puts limit on the individual to
make ethical decisions. From the study, it is founded that the spreading cases of emotional
labour has accompanied by several negative psychological and physical health consequences
(Delgado, Upton, Ranse, Furness and Foster, 2017). The most common and appropriate
example of emotional labours are the flight attendants. They are required to laugh or smile in
order to maintain a comfortable and comfortable journey of the clients. IN this way, an
emotional labour is required to produce a state of emotion in front of customer or client.
Besides this, they are also required to maintain the voice and facial contact with the public in
proper manner. Therefore, it is required to regulate some of the strategies for emotional
labour (Riley and Weiss, 2016).
Slide 7
Emotional labour is the struggle to balance the emotional needs and wants of customers with
the emotional needs of employees. In today’s time, competition has increased that requires
the organization to engage some emotions in their employees. It is true that whenever product
is not best, better customer service can provide the satisfaction to employees. In case of
marketing of any product, the organization expects the friendly and cheerful emotions from
its employees while interacting with the customers (Dadich and Olson, 2017). Emotional
labours are required to control as well as use their own emotions in order to satisfy the other
person’s emotions.
Slide 8
There are certain occupations that require emotional labour to act properly. All these
occupations are high in demand such as physicians, nurses, therapists, workers, protective
service, and health service workers. It is the everyday work of these labours to express their
emotions in that way it is required. In order to express the appropriate emotions face to face
who be attacking, enraged, frustrated, sad, shamed is emotionally demanding. It is the
emotional labour who control its emotions even when child or any adult is cursing on it.
Emotional labour, therefore, requires the high level of control in their emotions (Community
Works, 2019).

LEADERSHIP AND EMOTIONAL LABOUR 4
Slide 9
Training is one of the effective strategies that can be used by positive leader for improving
the productivity and wellbeing of emotional labour. Effective training programs can help the
workers to properly know how to control their emotions while dealing with the customers.
Training regarding essential elements can help the emotional labour to effectively deal with
job roles as a part of their service delivery. Training could prove to be significant for the
emotional labour as it can serve the necessary competencies that are required in a service
organization. Training will provide the opportunity to expand the knowledge of emotional
labour. Through training, they will also able to find the development opportunities. This will
also help in improving the morale and satisfaction of employees as employees will also feel
that they are valued in the organization. Through training, labours can increase the
innovation. Because of this, they will be able to improve their productivity as well as
wellbeing.
Slide 10
In addition to the equipment training, mindful training is also one such strategy for improving
the productivity of emotional labour. It is essential tool to help the emotional labour for
relieving stress and feel balanced. Besides this, it also helps in increasing the productivity as
well as focus on the daily work. Effective leader such as breathing, meditation, as well as
Yoga to enhance their efficiency in the organization can use various practices. By
implementing the mindful program, a win-win situation can be achieved for company as well
as staff members. With the help of mindful training, anxiety and stress tends to reduce
(Karimi, Cheng, Bartram, Leggat and Sarkeshik, 2015). As a result, emotional intelligence
and resilience increases while improving the communication at the workplace. In this way,
mindful training can help the emotional labours to feel motivated while dealing with the
customers. When they will be relaxed, it will help them in interacting in better way with
customers.
Slide 11
Training provides various benefits in the organization. BY getting training, employees will be
able to make the better use of all the equipment’s in the organization. A well-trained
emotional labour will give the more productivity by making best sue of its emotions. Carers
and nurses are one of the best examples of emotional labour who are required to

LEADERSHIP AND EMOTIONAL LABOUR 5
communicate in an effective manner with the customers. By getting proper training,
employees also learn various new things that will help them in their career. Leaders can
effectively help the employees regarding how to deal with patients when they come to the
clinic. In hospitality and tourism industry, emotional labour holds an essential position. It is
necessary for them to use their emotions in an effective manner when dealing with customers.
Slide 12
Committing with continued education can also prove to be effective for the emotional labour.
It is true that positive leader commit them with growth with the help of regular education and
application of skills. Leaders can share their experience as well as knowledge with the
emotional labour. It is true that people inspire form the other’s stories quickly. Therefore,
with the help of this, a positive leader can properly and positively improve the productivity.
This will lead the positive impact on the lives of emotional labour to learn something from
the experience of leaders. By committing with the development of team leadership skills,
emotional labour can effectively know how to deal with the customers. Genuine acting is
therefore the actual emotion of emotional labour that they are displaying. For example- a
nurse who feels the sympathy after seeing the injured children has no need to act. In this way,
a leader is required to help the emotional labour for these three types of acting while dealing
with their respective customers.
Slide 13
It is true that training is an effective way to make the emotional labour perfect while
interacting with customers. However, action mechanism should also implement for the
emotional labour. Deep acting, surface acting, and genuine acting are three forms of acting
that can help the emotional labour to perform in a better way. Surface acting involves those
emotions are not felt actually but achieved by the nonverbal and verbal clues such as
gestures, expressions and voice tone. Deep acting, on the other hand, is that where person
actually feel or experience the emotions that one wants to display. Service agent is the perfect
example of deep acting who actually experience the desired emotion (Hoffmann, 2016).
Slide 14

LEADERSHIP AND EMOTIONAL LABOUR 6
The leaders for the development and well-being of emotional labour can also use
improvisation. It is a great tool or path for becoming aware of the mental habits as well as
patterns. By reflecting on the inner experience, one can get the several opportunities in order
to decide whether the mental habit is useful or obsolete. These types of interpersonal
interaction can assist the high level of self-awareness that is highly associated with the
emotional intelligence. By learning this concept, emotional labour can also react properly
when they will face any kind of change in their day-to-day routine. Becoming self-aware will
definitely help the labours to understand the emotions (Mao et al, 2017).
Slide 15
In the limelight of above discussion, it can be concluded that leadership plays an essential
role in the organization. Leader for the better functioning of organization requires adopting
some positive leadership skills. Among the leadership skills, communication skill is essential
for the leader to properly guide its team members. It is essential for the leader to possess
some good communication skills so that labours also learn from it. It is true that members
always learn for its leader regarding how to deal or how to interact. For leaders to effectively
increase the productivity and well-being of emotional labour, it is quite necessary to provide
them training. Training is the best way to learn and adapt the new things. Besides training,
emotional labours are also required to learn how to interact or present themselves in front of
customers. Therefore, different of acting classes can help them to deal effectively.

LEADERSHIP AND EMOTIONAL LABOUR 7
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