Dramaturgical - Malay - English Translation and Examples

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Hochschild’s theory of emotional labor has two origins: Goffman’s dramaturgical theory and Marxist theory of alienation (Turner and Stets, 2005). Based on the dramaturgical theory, Hochschild (1979, 1983) illustrates that there are emotional rules, including feeling rules and expression rules, in our societies. The feeling rules specify the appropriate feeling in a given social setting. On the other hand, the expression rules are the guidance of the overt expression and display of the appropriate feeling in the given social setting. Therefore, social actors need to adjust their emotions and emotional displays according to the feeling rules and expression rules in every social situation. If they fail to do so, they will become emotional deviants (Thoits, 1990). To avoid becoming emotional deviants, they need try to change and manage their emotions and emotional display in an appropriate way. This act of emotion management is called emotion work (Hochschild, 1979, 1990). Hochschild (1979, 1990) identifies two kinds of emotional management: (1) surface acting (changing expression to change feelings) and (2) deep acting (changing feeling to change emotion expression). To some extent, every social actor always does emotion work throughout the life (Hochschild, 1979). From the Marxist perspective, however, Hochschild indicates that the problem in post-industrial societies is that emotion management is not only the act in private life, for many people, but also the work done for a wage. This kind of emotion management is called emotional labor (Hochschild, 1983, 1990). She (1983) discovers that more and more enterprises, especially the service-related, tend to sell employees’ emotions for profit making. In such a situation, employees are no longer able to exercise control over their emotions. For instance, flight attendants are required by their employers to keep smiling and show

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