the managed heart
"The Managed Heart" is a concept introduced by sociologist Arlie Russell Hochschild. It describes how workers, especially in service roles, are often expected to manage and display their emotions to align with their job's demands. For example, a flight attendant must remain cheerful even when stressed. This emotional labor can lead to a conflict between genuine feelings and the emotions one must project, possibly causing stress or burnout. Hochschild highlights the implications for personal identity and relationships, emphasizing that managing emotions has both social and economic consequences in the workplace.
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"The Managed Heart" is a book by sociologist Arlie Russell Hochschild that explores the concept of "emotional labor." It examines how people, especially in service jobs, are expected to manage and express their emotions according to workplace demands. For instance, workers might need to appear cheerful and friendly, even if they do not feel that way. This emotional work can create a disconnect between one's true feelings and required expressions, leading to stress and emotional exhaustion. Hochschild's analysis highlights the social and economic implications of this labor, particularly for women, who often take on these roles.