Why is it important to have emotional labor and how does it relate to emotional contagion?
What will be an ideal response?
*Emotional labor refers to the process of managing our feelings so that we present positive emotions
even when they are contrary to our actual feelings
*Emotional contagion is a phenomenon in which emotions experienced by one or more individuals in a
work group spread to the others
*Today’s organizations are increasingly customer-oriented, and many managers expect their employees
to present a positive face when interacting with their external customers as well as with their internal
clients and coworkers
*Researchers have found that negative emotions tend to spread more quickly than positive emotions,
which can affect morale, productivity, and motivation
*One should have emotional labor so as not to diminish morale and productivity by having a positive
emotional contagion
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