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Spare a thought for Craig Joubert

Spare a thought for Craig Joubert

As a proud Englishman, I never thought I would find myself saying this, but like many I was pretty gutted to see Scotland lose a nail biting Rugby World Cup quarter final to Australia last Sunday. Scotland lost to a last minute penalty, which, with the benefit of...
Could you and should you employ emotional labour?

Could you and should you employ emotional labour?

Are you in an industry that requires emotional labour? If you require (explicitly or otherwise) your employees to be empathetic towards their customers then you do. But what does this mean in practice and if you aren’t using it should you be? Emotional labour is...