Hochschild's Concept of Emotion Work

Hochschild’s concept of emotion work refers to the effort people make to manage and sometimes alter their feelings to meet social expectations or personal goals. This involves regulating emotions—such as suppressing anger or feigning kindness—to present a desired emotional state. For example, a customer service worker might hide frustration to maintain a friendly demeanor. This process helps individuals navigate social interactions smoothly, but it can also be emotionally taxing. In essence, emotion work is the conscious or unconscious effort to control one’s feelings to conform to societal or relational norms.