1 Sociology of the Emotions 19 November, 2007

2 The Emotions: Lecture Outline Classical sociology and the emotions Sociological approaches to the emotions The Managed Heart (Hochschild 1985) – Theoretical background – Methodology – Findings – Conclusions

3 The Emotions in Sociology Classical theory Historical neglect – Dualist philosophical tradition – Focus on large-scale issues – Emotions experienced as unique, individual

4 The Emotions in Sociology Relevance for sociology – Simultaneously individual and social Link individual experiences to social structure – Relational and interactive – Underlie large-scale processes Expressed through group solidarity and conflict The emotions follow sociologically- relevant patterns

5 The Emotions in Sociology Two sociological approaches to the emotions – Historical/structural (Elias) – Interactionist (Goffman) Both intended to challenge biological reductionism – While acknowledging that the emotions are embodied

6 Emotion Management An attempt to display/experience appropriate emotions – Surface acting – Deep acting Draws upon Goffmans notion of impression management

7 Govern our emotional displays – Shape expression and experience – Relevant to social roles Also to issues of power and deference Learned through social interactions – Called to account – Reactions to supposed emotions Open (somewhat) to negotiation – Particularly in informal interactions Errors require intervention Feeling Rules

8 Examines how society uses feelings Influenced by: – Symbolic interactionism – Marxism Asks How do companies structure emotional exchange? Methodology: – Observations and interviews with flight attendants, instructors and executives at Delta Arlie Hochschild: The Managed Heart

9 Emotion management on the job – Face-to-face or voice-to-voice contact – Intended to create emotions in the customer – Training involves control of the workers feeling states Surface acting Deep acting Emotional Labour

10 The Costs of Emotional Labour Modifying feelings/displays on the job How to identify with role and hold onto a separate self: requires depersonalisation – Option 1: Surface acting Viewed as phony – Option 2: Deep acting Estrangement from the emotions Undermines authenticity Alienates the worker from her emotions

11 Resistance – As demands increase Cultural emphasis on genuine emotions – Rise in emotional therapies Move toward re-sensualization (Maffesoli 1996) – Shift to the natural and collective Paradox for emotion management Implications