What in your view are the key sociological insights into emotions, and how do these apply to or add to the
sociological analysis of the workplace?
This assignment will analyse emotions in the workplace and how emotional work, the quantification of
emotions and personal experiences in customer service contribute to the research. The study of attitudes
towards work is important because it helps us understand the role of emotions in the public sphere, the
workplace and the labour market; which are central to society. According to Watson (2017), ‘it is now
recognised that emotions and feelings pervade every aspect of working and organisational lives’ (Watson,
2017, p. 264). This assignment, therefore, is an ethnographic account of my reflection working in customer
service. This will allow me to gain a deeper understanding of the topic, as ‘allowing ourselves to be known and
seen by others, we open up to the possibility of learning more about our topic and ourselves, and in greater
depth’ (Etherington, 2004, p. 25).
Emotional labour
Emotions can be described as ‘states of conscious and unconscious affect that shape thought, behaviour,
interaction and patterns of social organisation’ (Turner, 2009, p. 341). The influence of emotion in the
workplace is becoming more central to the understanding of consumer experience (Oliver, 1997). Although this
had always been the case, it is only recently where the study of emotions has been acknowledged ‘as a thriving
sub-field of inquiry’ (Williams, 2000, p. 9). It is largely recognised that the experience of emotions is a social
construction. Burkitt (2014) claims ‘emotion is always interwoven in power relations, both shaping and being
shaped by them’ (Burkitt, 2014, p. 161). Similarly, Hochschild (2012) in his work aims to make sense of how
employees are expected to adhere to ‘appropriate’ emotional behaviour that is beneficial to the company
(Hochschild, 2012). Consequently, this may lead to ‘emotional labour’, whereby, employees are forced to
suppress their emotions, while still managing the customer’s emotions and expectations (Hochschild, 2012).
Arguably, the majority of jobs involve some level of ‘emotional performance’, which are categorised into
‘surface acting’ and ‘deep acting’ (Hochschild, 2012). Both demand the concealment of ‘true’ emotions.
Although, ‘surface acting’ is a conscious act of emotions, whereas, ‘deep acting’ is when we are led to believe
that these ‘fabricated’ emotions are genuine in certain situations (Hochschild, 2012). As a result, ‘deep acting
alienates workers from their own emotions’ (Brook, 2009, p. 8). Overall, Hochschild (2012) describes the
emotionally demanding performance in the workplace, often leading to employee frustration and resentment.
Gender
In addition, Hochschild (2012) claims that women tend to be employed in roles where ‘emotional labour’ is an
essential part of the job, particularly in customer service (Hochschild, 2012). For example, statistics show that
SOCG3113: Constructing Emotions: sociological and political perspectives
, ‘women are more likely than men to work in customer service occupations’ (Office for National Statistics,
2013). Despite this, a recent survey found that ‘men are twice as likely to get emotional because their “ideas
weren’t heard’’ or because they “were criticised’’’ (Murray-Nevill, 2020). Although the study suggests ‘that men
are more emotional in the workplace’, the study equally found that men display their emotions different from
their female colleagues (Archibald-Powell, 2020). As men tend to conceal their true emotions and bottle up
their anger. Whereas women are ‘twice as likely to cry at work, with 41% of women saying that they have cried
in the workplace compared to 20% of men’ (Archibald-Powell, 2020), therefore, women tend to have an
emotional outlet. Also, men are ‘twice as likely as women to take criticism to heart and get upset if their ideas
are ignored, with 43% reporting to shouting in a bid to blow off steam’ (Archibald-Powell, 2020). According to
Simpkin, ‘men and women are socialised to display emotions differently, especially at work’ (Murray-Nevill,
2020). Simpkin also adds that ‘workplaces are environments of social expectations’ (Murray-Nevill, 2020). For
instance, ‘men are more likely to report experiencing emotions associated with power, such as anger or pride’
(Murray-Nevill, 2020). Often these emotions are concealed ‘with a positive face at work’ which was stated by a
‘third of people’ in a recent survey (Murray-Nevill, 2020). This could be down to some employees believing that
emotions should be suppressed to be professional at work. But it also could be to do with workplace culture ‘as
30% of line managers said they consider the expression of emotions at work to be a sign of weakness’ (Murray-
Nevill, 2020).
Age
According to recent studies, age is also a mitigating factor when it comes to the display of emotions at work. For
instance, millennials are the most likely to face emotional challenges at work as figures reveal they are ‘90%
more likely to experience sadness and anger at work’ (Archibald-Powell, 2020). Simpkin puts this down to
‘identity issues’, as it can be ‘challenging for young people to develop an identity that’s congruent with their
professional role’ (Archibald-Powell, 2020). To help tackle these existing problems and try to make employee
experiences more positive, the workplace must acknowledge and be educated on the impacts of ‘emotional
labour’ (Murray-Nevill, 2020). Simpkin adds that ‘as workplaces are becoming more digital, the ability to lead
with an understanding of how to integrate emotionally aware people into them will be key to success’ (Murray-
Nevill, 2020).
Quantification of emotions
According to Davies (2015), emotions can be monitored and measured using the quantification of emotions.
‘The Happiness Industry’ book begins with a realisation that the government should implement practices in the
workplace that improve the happiness of its workers, also known as ‘utilitarianism’ (Plesa, 2017, p. 391).
Through this explanation, Davies (2015) discusses the aspect of happiness in accordance with monetary value.
SOCG3113: Constructing Emotions: sociological and political perspectives
sociological analysis of the workplace?
This assignment will analyse emotions in the workplace and how emotional work, the quantification of
emotions and personal experiences in customer service contribute to the research. The study of attitudes
towards work is important because it helps us understand the role of emotions in the public sphere, the
workplace and the labour market; which are central to society. According to Watson (2017), ‘it is now
recognised that emotions and feelings pervade every aspect of working and organisational lives’ (Watson,
2017, p. 264). This assignment, therefore, is an ethnographic account of my reflection working in customer
service. This will allow me to gain a deeper understanding of the topic, as ‘allowing ourselves to be known and
seen by others, we open up to the possibility of learning more about our topic and ourselves, and in greater
depth’ (Etherington, 2004, p. 25).
Emotional labour
Emotions can be described as ‘states of conscious and unconscious affect that shape thought, behaviour,
interaction and patterns of social organisation’ (Turner, 2009, p. 341). The influence of emotion in the
workplace is becoming more central to the understanding of consumer experience (Oliver, 1997). Although this
had always been the case, it is only recently where the study of emotions has been acknowledged ‘as a thriving
sub-field of inquiry’ (Williams, 2000, p. 9). It is largely recognised that the experience of emotions is a social
construction. Burkitt (2014) claims ‘emotion is always interwoven in power relations, both shaping and being
shaped by them’ (Burkitt, 2014, p. 161). Similarly, Hochschild (2012) in his work aims to make sense of how
employees are expected to adhere to ‘appropriate’ emotional behaviour that is beneficial to the company
(Hochschild, 2012). Consequently, this may lead to ‘emotional labour’, whereby, employees are forced to
suppress their emotions, while still managing the customer’s emotions and expectations (Hochschild, 2012).
Arguably, the majority of jobs involve some level of ‘emotional performance’, which are categorised into
‘surface acting’ and ‘deep acting’ (Hochschild, 2012). Both demand the concealment of ‘true’ emotions.
Although, ‘surface acting’ is a conscious act of emotions, whereas, ‘deep acting’ is when we are led to believe
that these ‘fabricated’ emotions are genuine in certain situations (Hochschild, 2012). As a result, ‘deep acting
alienates workers from their own emotions’ (Brook, 2009, p. 8). Overall, Hochschild (2012) describes the
emotionally demanding performance in the workplace, often leading to employee frustration and resentment.
Gender
In addition, Hochschild (2012) claims that women tend to be employed in roles where ‘emotional labour’ is an
essential part of the job, particularly in customer service (Hochschild, 2012). For example, statistics show that
SOCG3113: Constructing Emotions: sociological and political perspectives
, ‘women are more likely than men to work in customer service occupations’ (Office for National Statistics,
2013). Despite this, a recent survey found that ‘men are twice as likely to get emotional because their “ideas
weren’t heard’’ or because they “were criticised’’’ (Murray-Nevill, 2020). Although the study suggests ‘that men
are more emotional in the workplace’, the study equally found that men display their emotions different from
their female colleagues (Archibald-Powell, 2020). As men tend to conceal their true emotions and bottle up
their anger. Whereas women are ‘twice as likely to cry at work, with 41% of women saying that they have cried
in the workplace compared to 20% of men’ (Archibald-Powell, 2020), therefore, women tend to have an
emotional outlet. Also, men are ‘twice as likely as women to take criticism to heart and get upset if their ideas
are ignored, with 43% reporting to shouting in a bid to blow off steam’ (Archibald-Powell, 2020). According to
Simpkin, ‘men and women are socialised to display emotions differently, especially at work’ (Murray-Nevill,
2020). Simpkin also adds that ‘workplaces are environments of social expectations’ (Murray-Nevill, 2020). For
instance, ‘men are more likely to report experiencing emotions associated with power, such as anger or pride’
(Murray-Nevill, 2020). Often these emotions are concealed ‘with a positive face at work’ which was stated by a
‘third of people’ in a recent survey (Murray-Nevill, 2020). This could be down to some employees believing that
emotions should be suppressed to be professional at work. But it also could be to do with workplace culture ‘as
30% of line managers said they consider the expression of emotions at work to be a sign of weakness’ (Murray-
Nevill, 2020).
Age
According to recent studies, age is also a mitigating factor when it comes to the display of emotions at work. For
instance, millennials are the most likely to face emotional challenges at work as figures reveal they are ‘90%
more likely to experience sadness and anger at work’ (Archibald-Powell, 2020). Simpkin puts this down to
‘identity issues’, as it can be ‘challenging for young people to develop an identity that’s congruent with their
professional role’ (Archibald-Powell, 2020). To help tackle these existing problems and try to make employee
experiences more positive, the workplace must acknowledge and be educated on the impacts of ‘emotional
labour’ (Murray-Nevill, 2020). Simpkin adds that ‘as workplaces are becoming more digital, the ability to lead
with an understanding of how to integrate emotionally aware people into them will be key to success’ (Murray-
Nevill, 2020).
Quantification of emotions
According to Davies (2015), emotions can be monitored and measured using the quantification of emotions.
‘The Happiness Industry’ book begins with a realisation that the government should implement practices in the
workplace that improve the happiness of its workers, also known as ‘utilitarianism’ (Plesa, 2017, p. 391).
Through this explanation, Davies (2015) discusses the aspect of happiness in accordance with monetary value.
SOCG3113: Constructing Emotions: sociological and political perspectives
