Emotional labor is that extra effort you put into controlling your emotions, managing other people’s feelings, and keeping the peace at work—even when you’re burning inside. It’s the customer care rep smiling through insults, the waitress pretending not to hear inappropriate comments, the bank teller calming an irate client, and the teacher playing therapist to students while being underpaid. It’s not in the job description, but somehow, you’re expected to deliver it—free of charge. And the worst part? If you don’t, you’re suddenly “unprofessional,” “not a team player,” or “lacking customer service skills.” Where It’s Most Common (And Who Suffers the Most) 1. Customer Service & Hospitality If you’ve worked in customer service, you already know the deal. You’ll be insulted, belittled, and made to feel like a punching bag for problems you didn’t cause. But instead of defending yourself, you’re expected to apologize, smile, and say, “I completely understand your frustration, sir.” Who...
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