A server smiles and soothes an angry customer who wasn’t happy with his meal. A mom gently coaxes her toddler out of a tantrum when dad can’t deal with it. A woman visits her ill father-in-law in the ...

Emotional labor refers to controlling one’s emotions to carry out the demands of one’s job. For example, a nurse may have to soothe a sick patient while being berated with demands. A waiter may have ...

Have you ever been asked to make a cup of tea for your colleagues in the workplace? A recent survey commissioned by Samsung of around 2,000 employees in the UK showed that this is about three times ...

The invisible work of emotional labor and self-regulation is critical for success in today’s collaborative and customer-driven landscape. Yet, it is also one of the hardest parts of any job. It’s time ...

The psychotherapist in training is taught, among other things, certain skills of emotional self-management, ones which induce a gap between affect and its expression. She is taught to acknowledge her ...