If you were self-assessing, would you indicate that you have emotional labor strength, or is it really one of your weaknesses? Do you procrastinate about your workload, to-do list, or visiting your in-laws?
Are you able to jump to attention at the slightest whimper from your boss? Perhaps you would rather put off that task until you really feel like doing it. Are you really committed to doing whatever it takes, or only when it fits your personal agenda?
Is Easy Better?
A traditional or baby boomer boss may suggest people are lazy. They may suggest that the younger half of the workforce will avoid the tough stuff, or avoid things that annoy them.
Instead of making the follow-up call, they’ll send an email. Instead of responding to an email or voice mail they’ll do nothing. Spending time with the customer, well, that is out too. It is all just too hard.
In customer service circles a lack of emotional labor strength may be mislabeled as a lack of caring. Is it really a lack of caring or is it just too disruptive to the flow of doing little or nothing.
Caring will cost. It costs in hard resources like money and people, and it costs in emotional labor. When people are required to think, be patient, have empathy, be farsighted, encouraging, and do whatever it takes, we may discover who really has emotional labor strength.
Emotional Labor Strength
Waiting until the last minute is not a skill. Broken promises are not someone else’s fault.
Effort should be at one hundred percent and should never be considered as scalable based on the rate of pay.
Doing whatever it takes is what emotional labor strength is often about.
Laziness, procrastination, or putting it off forever isn’t strength, it is a weakness.
Regardless of whether it is about customer-service skills, getting along with co-workers, being flexible, adaptable, staying late, or coming in early, your level of emotional labor strength is what sets you apart.
If you’re wondering about individual work ethic, you’ve either found it, or not.
Dennis E. Gilbert is a business consultant, speaker (CSPTM), and corporate trainer that specializes in helping businesses and individuals accelerate their leadership, their team, and their success. He is a five-time author and some of his work includes, #CustServ The Customer Service Culture, and Forgotten Respect, Navigating A Multigenerational Workforce. Reach him through his website at Dennis-Gilbert.com or by calling +1 646.546.5553.