How to Help Employees Exert Emotional Labour

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The challenge that organizations
have is that they haven’t trained, rewarded or permitted their frontline
employees to exert emotional labor to create human connection when it’s most
needed. Seth Godin

Now and then I come across a quote
which makes me stop and think. Here’s why this one brought the local customer
experience to mind.

Most Jamaicans who travel to the
United States are struck by how well-trained service workers are. At first
blush, it appears that they really know how to smile, be polite and seem
interested.

However, those who end up staying to
live in North America tell a different tale. They recall a discovery: five
minutes after a seemingly meaningful interaction the provider can’t remember
your face or name. It was all an act.

Where it comes from is
obvious – those who have peeked behind the scenes say it’s the result
of thorough training tightly coupled with swift, harsh consequences for
non-compliance. It gets the right behaviour, but does it produce genuine
feelings?