{[ promptMessage ]}

Bookmark it

{[ promptMessage ]}


Freemantle in this passage is clearly describing a

Info iconThis preview shows page 1. Sign up to view the full content.

View Full Document Right Arrow Icon
This is the end of the preview. Sign up to access the rest of the document.

Unformatted text preview: e same way, ensuring that your voice is soft, rounded and undulates smoothly to re¯ect your own feelings of compassion. By drawing on your feelings and emotions to ®ne-tune the way you use your voice, you will be much better able to connect emotionally with customers and become someone they really like. Freemantle in this passage is clearly describing a form of `emotional labour', involving the management of both the customer's feelings and the worker's own. (The section from which I take the quotation is titled `The Emotional Voice'.) The point has often been made that emotion in general is discursively constructed (certainly in anglophone cultures) as a `feminine' domain (Lutz 1990); both `emotional expressiveness' and `caring' are salient symbolic meanings of `women's language'. If, as I have suggested, these are also key values in new regimes of customer care, that provides a rationale for making a `feminine' or feminized linguistic style the norm in service contexts. It should not be overlooked, though, that emotional labour, and indeed service work in general, is not performed only by women. Women still represent the majority of rank-and-®le employees in many service workplaces (including #...
View Full Document

{[ snackBarMessage ]}

Ask a homework question - tutors are online