Emotional Labour

Labour (that) requires one to induce or suppress feeling in order to sustain the outward countenance that produces the proper state of mind in others. Emotional labor may involve enhancing, faking, or suppressing emotions to modify the emotional expression. Generally, emotions are managed in response to the display rules for the organization or job.

A form of work that requires the individual to express, or withhold certain emotional expressions so as to create a desired emotion state in another. To do so, the performer will often modify their emotional expressions following a 'script' given to them for their role or by organization, so that the required expressions reliably affects others' emotions. When a performer's actual emotions differ from what they express, they are performing 'surface acting'. If they modify their actual emotions to express the required emotions, they are performing 'deep acting.'

Reference:

Hochschild, A.R. (2003). The managed heart: Commercialization of human feeling (2nd Ed.). Berkeley: University of California Press

Grandey, A. A. (2000). Emotional regulation in the workplace: A new way to conceptualize emotional labor. Journal of Occupational Health Psychology, 5(1), 95-110). https://psycnet.apa.org/doi/10.1037/1076-8998.5.1.95