The Emotional Labor Behind a Customer Service Role
One important aspect of working with the public is emotional labor. This term describes the effort involved in managing emotions and outward behavior while performing professional duties.
For flight attendants, emotional labor can be a significant part of the working day.
They may need to remain courteous while answering the same question repeatedly, explaining an unexpected delay, or assisting a traveler who is upset about a situation beyond the employee’s control. They are expected to communicate professionally even when a conversation becomes uncomfortable.
Consider a flight that has been delayed because of an operational issue. Passengers may naturally want to know when they will depart. Some might be concerned about missing a connection, while others may have important appointments waiting at their destination.
The flight attendant standing in the aisle may become the person who receives their frustration, even though the employee did not cause the delay and may not have the authority to resolve it.
