The Tolls of Service with a Smile
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Emotional labour involves managing one’s feelings and expectations as a central element of a job. It includes any kind of work that requires the employee to, for example, carry a smile on a bad day, or to remain patient and calm while dealing with unreasonable clients on a regular basis. We hear about the physical and emotional grind of working as a waiter by Chef Darren Teoh from Dewakan. Then we discuss the effects of emotional labour as well as ways to cope with such job demands with Dr. Eugene Tee, lecturer of psychology at HELP University, as well as Karen Yap, Chief Human Resource officer at Manulife Holdings. We then speak with Professor Nadia Thalmann, creator of Nadine the social robot, and Director of the Institute for Media Innovation at Nanyang Technological University, about how robots might soon be recruited to perform service jobs.
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