「情绪劳动」成职场隐形 KPI，打工人怎样才能减少内耗？｜声动早咖啡

Core Viewpoint - The article discusses the concept of "emotional labor," highlighting its significance in the workplace and the challenges faced by employees in managing their emotions while fulfilling job responsibilities [5][8][10]. Group 1: Emotional Labor in the Workplace - Emotional labor is defined as the effort employees put into managing their emotions and expressions to meet organizational expectations [5][8]. - The rise of service-oriented economies has increased the prevalence of emotional labor, which is linked to various negative outcomes such as burnout, fatigue, and even health issues [9]. - Many organizations overlook emotional labor in performance evaluations and training, leading to a lack of recognition for its psychological costs [8][10]. Group 2: Case Study - Starbucks - Starbucks' new CEO Brian Niccol has implemented a policy requiring baristas to write personal messages on coffee cups to enhance emotional connections with customers [2][4]. - While this initiative aims to foster customer relationships, it has inadvertently increased stress for employees, particularly during peak hours, as they struggle to balance this additional task with their regular duties [2][4]. Group 3: Recommendations for Managing Emotional Labor - The article suggests reframing emotional labor from being categorized as "soft skills" to recognizing its complexity and psychological impact [9]. - It recommends practicing "empathy detachment" to maintain emotional boundaries while still being empathetic, which can help employees manage their emotional involvement [11]. - Another suggestion is to engage in expressive writing to process negative emotions, which can aid in transitioning from an emotional "experiencer" to an "observer," thereby reducing emotional strain [12][14].