Positive Leadership Strategies for Emotional Labour in the Workplace

This presentation delves into the multifaceted concept of leadership, emphasizing the role of positive leadership and its impact on emotional labour within organizations. It begins by defining leadership as a process of influencing others to achieve objectives, highlighting the importance of skills, knowledge, and continuous self-improvement for effective leadership. The presentation outlines essential leadership principles, including self-improvement and sound decision-making, and identifies key skills such as commitment, confidence, and communication. It then explores emotional labour, the process by which employees manage their emotions to meet job requirements, particularly in service-oriented industries. The presentation discusses the strategies leaders can employ to enhance the wellbeing and productivity of emotional labourers, including training, education, and the implementation of coping mechanisms. It also examines acting mechanisms like surface acting and deep acting, and the role of improvisation. The presentation underscores the importance of a leader's role in fostering a positive work environment and supporting employees in managing emotional challenges, ultimately contributing to organizational success.

Running Head: LEADERSHIP 0
The positive leader

LEADERSHIP 1
Slide 1
Leadership is a process by which person influence other people to achieve objective. Leaders
also direct the organization is such a way that makes it more logical as well as organized. In
this a leader influences group of persons in order to achieve some common goal. By applying
their leadership skills and knowledge, it carries out this process. It is seen that willpower and
desire of person makes a person effective leader. Good leader always develop the skills
through the adoption of never ending process of education, self-study, experience and
training. Skills and knowledge are two essential elements that directly related to the process
of leadership. Both these elements make the leader dedicated as well as effective (Bolden,
2016).
Slide 2
There are few leadership principles to make the leadership skills effective. In order to know
them as a leader, it is essential to seek self-improvement. Self-improvement is all about
strengthening the own attributes. (Bolman and Deal, 2017). It is also necessary for the leader
to make the sound decision by using proper decision-making and planning tools. By adopting
these principles, a leader can improve the vision of team members to contribute their best
efforts in increasing the productivity.
Slide 3
In order to get the best results, leader has to acquire some positive skills. Commitment,
confidence, and communication are some necessary skills required in a positive leader. A
positive leader has the skill of persuading others to follow its guidelines. It can be possible
easily by setting a good example. It is essential for the leader to look at all the situations in a
positive way. It is true that whenever the leader will be positive, team members will also take
the things in a positive aspect. It is the essential parameter to keep itself positive and this
positive approach is essential to look in the actions of leader (Antonakis and Day, 2017). It is
rightly stated by John Quincy Adams that “If your actions inspire others to dream more, learn
more, do more and become more, you are a leader.”
Slide 4
Communication is also one such essential skill that is required in a positive leader. As a
positive leader, it is essential to provide the clarity regarding each and every aspect. There are
various forms of communication, which plays an essential role in the organization. For a
leader, all the forms of communication are essential to know effectively. It must possess all
the quality of communication whether it is one-on-one, departmental or conversation of all
the staff. Being an effective leader, it is essential to keep stability in communication between
its staff members and itself. At the time of communication, a positive leader always keeps the
open door policy. Through this policy, suggestions are invited on the part of employees
(Ward and McMurray, 2015). This helps in keeping the employees motivated to share their

LEADERSHIP 2
innovative ideas. Whenever the leader adopts an open door policy for its team members,
employees also become free to share their ideas. Communication comes under the top most
skill for any positive leader in the organization.
Slide 5
Emotional Labour is a process by which labours manage their expressions as well as feelings
in order to fulfil the requirement of a job. In this way, workers are required to effectively
manage their emotions while interacting with the customers, superiors, as well as co-workers.
The term emotional labour was first used in the year 1983, when one American sociologist
written in a book that “The managed heart.” At that time only, Arlie has described that
emotional labour has the supress or induce feeling for sustaining the outward expression that
can produce the state of mind properly in others. Whenever a person is working in service
industry, it might be possible that person has to keep the fake smile on its face because if
does not keep that, its customer or boss will complain. Emotional labours in every
organization have to work according to each stated rules and guidelines (Connelly and Gooty,
2015).
Slide 6
In today’s time, almost all the human being is skilled in manipulating their emotions in one or
other way. In the service related field especially, where the goals does not matter particularly.
However, in order to become successful, one can really do is to learn how to attach the proper
emotion to each action that the labour is performing to achieve desired results. In most of the
service department, emotional labour creates a publicly observable bodily as well as facial
display. Emotional labour in the organization not always directs toward the customers but
also direct toward the work environment. Workers are also required to keep the positive
interaction in the organization during interacting with employers or co-workers. It is rightly
stated that emotional labour is more difficult than the actual job. It leads in downing the
comfort and add some fuel to the anxiety of person. Health care professionals as well as flight
attendees are one of the most common example of emotional labour. Both the workers are
required to control their emotions in many ways in order to delight the customers.
Slide 7
In many jobs, an emotional labour is necessarily required to produce some emotion in front of
client or customer. They are also bound to make some kind of facial or voice contact with the
public in an effective way. It has been seen that whenever a client headed in the flight,
emotional labour are always required keeping a smile on their face for the client warm
welcome. There is several kind of facial and voice tones are prevalent that an emotional
labour has to use while contacting with customers. In recent time, competition is also
increased largely that requires the companies to employ emotional labour in the organization.
Sometimes, it becomes a struggle for the employees to include emotion in their behaviour
(Thanem and Knights, 2017). In the marketing company also, emotional labours are required
to keep the cheerful and friendly nature while interacting with the customers. Emotional
labours are also essential to control their emotions for satisfying the customer.

LEADERSHIP 3
Slide 8
Certain occupations especially require the emotional labour to work in a proper way. All
these occupation mainly come in the service sector. These are therapists, nurses, physicians,
workers, health service workers and protective service. It is the daily work of these workers
to express their emotions effectively. All the emotions are required in an effective way. In the
health care sector, an emotional labour necessarily requires to control its emotion when child
is crying or even shouting. In this way, it is clear that emotional labour requires controlling its
emotions in a positive way.
Slide 9
By using the effective strategies, a positive leader can improve the wellbeing as well as
productivity of the emotional labour. Training can prove to be the best strategy for the
emotional labour in order to work effectively. Leader can provide the training program to
emotional labour for learning various skills. In this training program, emotional labour can
learn the essential aspect for interacting properly with the customers. Various career growth
as well as development opportunities can also provided to the workers so that they can
improve their wellbeing. Various competencies are also required for the emotional labour to
work in an effective manner. An effective leader helps the emotional labour in increasing
their productivity by taking training program. By taking training, they also feel that
organization also care for them. By knowing this, their morale also increases and they try to
work hard (Humphrey, Ashforth and Diefendorff, 2015). In the training program, various
new learning of the emotional labour also develops; they can bring innovation and creativity
in the organization and as a result, their productivity increases.
Slide 10
It is true that individual coping strategy for cope with the stress can differ from the person to
person. For coping up with the stress, leader can suggest a conceptual framework for cope up
with the strategy. Coping resources refers to those resources from which one can draw in
order to cope up with the emotional stress. There are two essential abilities required to cope
up with the emotional stress. Therefore, leader can provide the personal resources (Saito,
Irving, Packer and Solnet, 2015). It helps in providing the individual with different abilities
to cope up with the emotional stress. Emotional ability, training, education and social skills
are likely to impact on the personal resources. It can also assist the emotional labour with
external coping resources such as social support from the colleagues, as well as supervisors.
Emotional coping strategies can be provided that includes minimization, avoidance,
distancing from the negative events. Behavioural strategies can also be provided to the
emotional labour. Behavioural strategy includes the physical exercise that can take the mind
off from the problem or issues. Seeking the emotional support also, come under the emotional
focused strategy.
Slide 11

LEADERSHIP 4
By taking the training in proper manner, employees come to know the effective use of
equipment’s. it is true that a well-trained emotional labour can make the effective utilization
of skills as well as abilities. Nurses as well as carers are required to effectively communicate
with the customers. Through training, employees also learn the various new things that will
help them in improving their productivity (Riley, Weiss, 2016). In the training program, it
can also teach the employees how to deal with patients in an effective manner. Same as in
hospitality and tourism industry, emotional labour holds a significant position, as they are
responsible for success of the industry (Becker, Cropanzano, Van Wagoner and Keplinger,
2018).
Slide 12
Assisting the employees with proper education is also one such strategy that can be helpful
for the emotional labour. It is true that positive leader attach the emotional labour with the
growth through the help of education. Educating with the new trends can help the workers to
communicate effectively with the customers. It is also true that employees learn effectively
with the examples. Therefore, leader can share its knowledge as well as experience with the
emotional labour. By knowing the journey of leaders, emotional labour for the sake of
reaching their position work hard and thus productivity improves. It can also teach the
leadership skills to the customers so that it can interact in a best way with the customers.
Emotional labour always requires some kind of motivation in order to increase the
productivity (Hofmann and Stokburger-Sauer, 2017). Therefore, leader can also attach some
kind of incentive with the performance of workers. It is also work as a kind of strategy for the
emotional labour in their wellbeing.
Slide 13
It has been seen that emotional labour has to deal with customer whether they are sad, happy,
anxious, or stressful. Therefore, the leader can also implement acting mechanism strategy.
Surface acting, deep acting or genuine acting are the forms of acting which assist in
performing the task by emotional labour. In the surface acting, emotions are not actually felt
but can achieve by verbal or non-verbal clues such as expressions, gestures, or voice tone.
Deep acting is whereas emotions that is actually felt by the person. For example- persons who
are working in restaurant are the perfect example of deep acting.
Slide 14
Improvisation is also a form of strategy that a leader can use for the wellbeing and
development of emotional labour. It proves to be essential tool for the emotional labour in
order to become aware of the mental habits as well as patterns. By learning the proper way of
doing improvisation, one can learn how to mould the emotion as per the customer
satisfaction. It can also help the worker to know the different types of interpersonal
interaction (Liang, Tang, Wang, Lin and Yu, 2016). It might assist the worker in achieving
the high level of self-awareness. Emotional labours are usually required to contact face-face
with the customers. Therefore, self-aware is essential for those to deal properly with the
emerging situation.

LEADERSHIP 5
Slide 15
In the limelight of above discussion, it can be concluded that leadership plays an essential
role in the organization for smooth functioning of the enterprise. Various leadership skills are
attached with the leaders that are required to work in a better way. Communication and
commitment are one of the essential skills that is necessary for the leaders. Proper
communication helps the leader to effectively deal with its team members. Due to increasing
competition, it is essential for the service sectors to have emotional labour with necessary
skills. Therefore, for the better functioning of the company or industry, it is required to teach
the certain abilities or skills to the emotional labour. In the changing trend, it is also required
by the leader to adopt several strategies for the wellbeing and productivity of emotional
labour. Training is the effective strategy that can help the emotional labour to improve their
performance while doing their job.

LEADERSHIP 6
References
Antonakis, J. and Day, D.V. eds. (2017) The nature of leadership. London: John Wiley and
Sons.
Becker, W.J., Cropanzano, R., Van Wagoner, P. and Keplinger, K. (2018) Emotional labor
within teams: Outcomes of individual and peer emotional labor on perceived team support,
extra-role behaviors, and turnover intentions. Group & Organization Management, 43(1),
pp.38-71.
Bolden, R. (2016) Leadership, management and organisational development. In Gower
handbook of leadership and management development (pp. 143-158). Routledge.
Bolman, L.G. and Deal, T.E. (2017) Reframing organizations: Artistry, choice, and
leadership. John Wiley & Sons.
Connelly, S. and Gooty, J. (2015) Leading with emotion: An overview of the special issue on
leadership and emotions.
Hofmann, V. and Stokburger-Sauer, N.E. (2017) The impact of emotional labor on
employees’ work-life balance perception and commitment: A study in the hospitality
industry. International Journal of Hospitality Management, 65, pp.47-58.
Humphrey, R.H., Ashforth, B.E. and Diefendorff, J.M. (2015) The bright side of emotional
labor. Journal of Organizational Behavior, 36(6), pp.749-769.
Liang, H.Y., Tang, F.I., Wang, T.F., Lin, K.C. and Yu, S. (2016) Nurse characteristics,
leadership, safety climate, emotional labour and intention to stay for nurses: a structural
equation modelling approach. Journal of advanced nursing, 72(12), pp.3068-3080.
Miner, A. and O'Toole, J. (2018) Organizational learning and organizational improvisation.
In The Oxford Handbook of Group and Organizational Learning. United Kingdom:
Routledge.
Riley, R. and Weiss, M.C. (2016) A qualitative thematic review: emotional labour in
healthcare settings. Journal of advanced nursing, 72(1), pp.6-17.
Saito, H., Irving, G., Packer, J. and Solnet, D. (2015) The staff break room as an oasis:
Emotional labour, restorative environments and employee wellbeing in the hospitality
industry. CAUTHE 2015: Rising Tides and Sea Changes: Adaptation and Innovation in
Tourism and Hospitality, p.694.
Thanem, T. and Knights, D. (2017) Embodying emotional labour. In Gender, bodies and
work (pp. 41-54). Routledge.
Ward, J. and McMurray, R. (2015) The dark side of emotional labour. United Kingdom:
Routledge.

LEADERSHIP 7