The authors do not work for, consult, own shares in or receive funding from any company or organization that would benefit from this article, and have disclosed no relevant affiliations beyond their ...

A server smiles and soothes an angry customer who wasn’t happy with his meal. A mom gently coaxes her toddler out of a tantrum when dad can’t deal with it. A woman visits her ill father-in-law in the ...

— To express my exasperation when my husband asked me where in our apartment we keep the batteries. — When commiserating with a friend whose mother-in-law expected only her to write all of the thank ...

Pragya Agarwal does not work for, consult, own shares in or receive funding from any company or organization that would benefit from this article, and has disclosed no relevant affiliations beyond ...

Have you ever noticed, a waiter trying to console his customer to get a better meal prepared, even when the customer is seriously rude, or a sales person trying to stay calm even when customer loses ...

Emotional labor refers to controlling one’s emotions to carry out the demands of one’s job. For example, a nurse may have to soothe a sick patient while being berated with demands. A waiter may have ...

The invisible work of emotional labor and self-regulation is critical for success in today’s collaborative and customer-driven landscape. Yet, it is also one of the hardest parts of any job. It’s time ...