Imagine you work as a barista at Starbucks. A customer walks in on a bright sunny morning, eagerly anticipating your warm welcome, the comforting aroma of freshly brewed coffee, and your excited request for their name – which per pre-established rules, is always hand-written on the renowned coffee cup. However, that day you wake up feeling off, and show up to work as your true self – an individual battling different kinds of life stressors. You decide not to greet the client, you refrain from engaging in small talk, and avoid taking their name.
The customer looks up at you and asks: “Is something wrong?”
This scenario highlights the significance and ever-so-faint yet important presence of display rules and emotional labour in workers’ lives.
