Emotions are involved in all aspects of social life, including the work environment, which in recent decades have encompassed large parts of occupational and professional responsibilities. Service workers must follow the rules and guidelines set by company management, including the guidelines and rules regarding the management of emotions. Emotions are an important part of our everyday life, so we must learn to manage them. Emotional work, as a new form of work, includes either limiting or encouraging the profession or occupation of the corresponding emotions with which employees perform their work or services as best as possible. In my diploma thesis, I covered two professions, which comprise two different poles of emotional work and from which different expressions and management of emotions are expected. These professions are a salesperson in a clothing store and a clerk in the enforcement field. The profession of salesperson requires the salesperson to show mainly positive emotions, while the profession of clerk in the field of executions requires showing mainly negative emotions. In my diploma thesis, I will deal with questions regarding the desired and required emotions in both occupations, whether there is a difference between the sexes, whether these occupations are emotionally demanding, and whether the emotional load differs according to gender. The aim of the thesis is to find out which emotions employees face in their everyday working life, which emotions are desirable in their work environment and how the stress on managing emotions is used according to gender. With the help of a qualitative research method, I will support the theoretical part of the thesis and compare the requirements of both professions with semi-structured, in-depth interviews. The interviewees pointed out that one of the key skills required of them by the professions in question is the successful management of emotions in contact with customers, since it is the customer that the employee must adapt to successfully fulfil the goals expected of them. For salespeople, it is important to express positive emotions, as this leads to a better mood of the customer and a better performance evaluation, while for the clerk, it is important to express those emotions that will lead him to successfully fulfil that work goal at that moment. Emotional work is a key element of service work and professions based on interpersonal contact.
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