'People-work': emotion management, stress and coping

Workers involved in 'people-work' are expected to engage in a great deal of emotion management as they attempt to convey the appropriate emotions ( which they may not genuinely feel) to their clients or customers whilst perhaps suppressing inappropriate ones. Should this emotion management be unsuccessful within some industries, a customer may be lost as they choose to take their business to a competitor; however, within the 'caring' business, such as the counselling and guidance professions, a failure to display the appropriate emotion ( e. g. sympathy) or a leakage of an inappropriate one (e.g. boredom) can have much more serious implications for the well-being of the client and their continued relationship with the professional. This paper will thus argue that emotion management or 'emotional labour' is a vital skill within the counselling and guidance professions, but one that can also be a significant source of work stress. Strategies for coping with the stress of performing emotional labour are suggested.