This paper examines two major trends shaping modern organizational behavior: the changing workforce and emotional labour. It discusses how today's workforce is becoming increasingly female, global, and digital, and analyzes the consequences these shifts have for organizational policies, leadership, and competitive strategy. The paper then turns to emotional labour — a concept coined by Arlie Hochschild — exploring its role in fast-paced service industries, the strategies organizations use to manage it, and why employees increasingly view it as a significant source of work-related stress, emotional dissonance, and potential burnout.
One of the emerging trends of the 21st century that has had tremendous impacts on organizational behavior is the changing workforce. Workforce diversity has become an essential and major aspect of business concern in today's information age. The face of the modern workforce is changing — it is increasingly global, digital, and female. Consequently, sustaining competitive advantage in the modern business world requires attracting and retaining the best talent and creating a new work order that reflects the changing nature of the workforce. In addition to these changes, another major aspect of current organizational behavior is emotional labour, which has become a significant issue for workers in fast-paced service industries.
The face of today's workforce is changing as it becomes increasingly digital, female, and global. Organizations are continually faced with the need to create a new work order in order to attract and retain the most talented employees and maintain competitive advantage over rivals (Sorensen, 2009). In essence, organizations need a working environment that is more flexible, connected, and interactive in order to maximize the value of an increasingly diverse workforce.
One of the major ways in which the workforce is changing is through the growth of female workers. Currently, women account for nearly half the workforce, as they act as the primary or co-breadwinners in a large portion of households (Lerman & Schmidt, n.d.). The increase in the number of female workers is expected to continue to such an extent that it will outpace the growth of the male labor force. This trend is reinforced by the fact that the number of women graduating from colleges annually now exceeds that of men, leading many employers to hire more female workers accordingly.
The second way in which the workforce is changing is through globalization, as increased connectedness reshapes modern society. This connectedness is attributed to globalization and rapid technological advancements, which have fundamentally changed the nature of work. These developments create demand for new tools, technologies, and corporate work techniques in order to meet the pressures of innovation, cost-reduction, and productivity (Malik, 2010). As a result, the workforce is increasingly made up of employees who represent all the connections and links made possible by information and communications technology infrastructure — infrastructure that has made it easier for businesses and governments to connect to resources, talent, and capital for business growth.
The third way — closely linked to technological development — is the fact that the workplace is becoming increasingly digital. The digital workforce is driven by advancements that have contributed to the emergence of new work policies, procedures, workflows, and systems. Organizations are increasingly embracing new information technologies to ensure that the coming generation is capable of driving business success. Consequently, organizations are developing policies and environments that support diverse, digital workforces and structures.
The changing workforce has had tremendous impacts on organizational behavior, forcing organizations to develop new policies, procedures, and workflows that reflect these changes. One major consequence is the increased need for new tools and processes in the workplace, including the growing consumerization of enterprise information technology. While organizations develop and embrace new technology, employees in some companies are permitted to bring their personal devices into the working environment. This shift has also forced companies to adjust to a new work reality — allowing flexible work hours aligned with employees' lives rather than standard office hours, and establishing flexible working policies and procedures. The need for flexibility is partly driven by information overload in the working environment, a byproduct of increased connectedness through rapid technological change. Currently, more than two-thirds of workplaces experience richer and more productive communication as a result.
The second consequence of the changing workforce is that it is transforming how companies and organizations do business, making workforce stability a major source of competitive advantage for employers (Herman, n.d.). Some of the most significant changes in how business is conducted include shifts in corporate culture, modernization of leadership, increased adaptability, agility, and responsiveness, and a sharper focus on building workforce stability. In addition, companies face more intense competition as a result of the economic expansion driven by the changing workforce.
"Definition and service industry role of emotional labour"
"Stress, burnout, and emotional dissonance risks"
The changing workforce and emotional labour are two major concepts shaping modern workplaces because of their effects on work policies and processes. The changing workforce has made the labor force more digital, global, and female. By contrast, while emotional labour is considered a key concept in service industries because of its link to service quality, it presents a serious concern for employees as a source of interpersonal stress and psychological harm.
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