School of Business, employees who have to manage their emotions when

dealing with difficult customers are providing emotional labour. It is

distinct from physical or cognitive labour and bosses need to take this

work and the effects it can have on workers into account. Research into

parking officers shows they can be more productive if they display

authentic emotions in abusive situations, but other occupations require a

different emotional intelligence. There's a need for experiential

training and managers should take time to debrief with staff after

critical incidents.