The relationship between emotional intelligence, emotional labour, organisational support and job satisfaction | The Oxford Review - OR Briefings

The relationship between emotional intelligence, emotional labour, organisational support and job satisfaction

Research Briefing

Keywords: emotional intelligence, emotion, emotion regulation, emotional labour, organisational support, perceived organisational support, job satisfaction

Many organisations these days require employees to engage in emotional labour, which is the requirement for individuals to display certain emotional facets, such as happiness or enjoyment, and not to display other emotions that the individual may be feeling. Whilst emotional labour is often considered to be the preserve of customer facing employees, particularly in the hospitality industry, emotional labour is actually practised across many organisations where certain emotions are either culturally discouraged, such as anger or upset, or encouraged, such as being well or happy for example, regardless of how the individual is feeling.

Overt and covert emotional labour

There are two overarching types of emotional labour:

    1. Expressed emotional labour, where the organisation sets out the body language and facial expressions that customer facing employees must portray.
    2. Cultural emotional labour, where there are no officially espoused rules about the expression of emotions, but where the culture tends to denote acceptable and unacceptable emotional displays.

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