deep acting is preferred, physicians may rely on surface acting when sincere empathy for patients is impossible. overall, larson and yao (2005) argue that physicians are more effective and enjoy more professional satisfaction when they engage in empathy through deep acting due to emotional labor. police work according to martin (1999), police work involves substantial amounts of emotional labor by officers, who must control their own facial and bodily displays of emotion in the presence of other officers and citizens. although policing is often viewed as stereotypically masculine work that focuses on fighting crime, policing also requires officers to maintain order and provide a variety of interpersonal services. for example, police must have a commanding presence that allows them to act decisively and maintain control in unpredictable situations while having the ability to actively listen and talk to citizens. according to martin (1999), a police officer who displays too much anger, sympathy, or other emotion while dealing with danger on the job will be viewed by other officers as someone unable to withstand the pressures of police work, due to the sexist views of many police officers. while being able to balance this self-management of emotions in front of other officers, police must also assertively restore order and use effective interpersonal skills to gain citizen trust and compliance. ultimately, the ability of police officers to effectively engage in emotional labor affects how other officers and citizens view them. public administration many scholars argue that the amount of emotional work required between all levels of government is greatest on the local level. it is at the level of cities and counties that the responsibility lies for day to day emergency preparedness, firefighters, law enforcement, public education, public health, and family and children's services. citizens in a community expect the same level of satisfaction from their government, as they receive in a customer service-oriented job. this takes a considerate amount of work for both employees and employers in the field of public administration. mastracci and adams (2017) looks at public servants and how they may be at risk of being alienated because of their unsupported emotional labor demands from their jobs. this can cause surface acting and distrust in management. there are two comparisons that represent emotional labor within public administration, "rational work versus emotion work", and "emotional labor versus emotional intelligence." performance many scholars argue that when public administrators perform emotional labor, they are dealing with significantly more sensitive situations than employees in the service industry. the reason for this is because they are on the front lines of the government, and are expected by citizens to serve them quickly and efficiently. when confronted by a citizen or a co-worker, public administrators use emotional sensing to size up the emotional state of the citizen in need. workers then take stock of their own emotional state in order to make sure that the emotion they are expressing is appropriate to their roles. simultaneously, they have to determine how to act in order to elicit the desired response from the citizen as well as from co-workers. public administrators perform emotional labor through five different strategies: psychological first aid, compartments and closets, crazy calm, humor, and common sense. definition: rational work vs. emotion work according to mary guy, public administration does not only focus on the business side of administration but on the personal side as well. it is not just about collecting the water bill or land ordinances to construct a new property, it is also about the quality of life and sense of community that is allotted to individuals by their city officials. rational work is the ability to think cognitively and analytically, while emotional work means to think more practically and with more reason. definition: intelligence vs. emotional intelligence knowing how to suppress and manage one's own feelings is known as emotional intelligence. the ability to control one's emotions and to be able to do this at a high level guarantees one's own ability to serve those in need. emotional intelligence is performed while performing emotional labor, and without one the other can not be there. gender macdonald and sirianni (1996) use the term "emotional proletariat" to describe service jobs in which "workers exercise emotional labor wherein they are required to display friendliness and deference to customers." because of deference, these occupations tend to be stereotyped as female jobs, independent of the actual number of women working the job. according to macdonald and sirianni (1996), because deference is a characteristic demanded of all those in disadvantaged structural positions, especially women, when deference is made a job requirement, women are likely to be overrepresented in these jobs. macdonald and sirianni (1996) claim that "n no other area of wage labor are the personal characteristics of the workers so strongly associated with the nature of the work." thus, according to macdonald and sirianna (1996), although all workers employed within the service economy may have a difficult time maintaining their dignity and self-identity due to the demands of emotional labor, such an issue may be especially problematic for women workers. emotional labor also affects women by perpetuating occupational segregation and the gender wage gap. job segregation, which is the systematic tendency for men and women to work in different occupations, is often cited as the reason why women lack equal pay when compared to men. according to guy and newman (2004), occupational segregation and ultimately the gender wage gap can at least be partially attributed to emotional labor. specifically, work-related tasks that require emotional work thought to be natural for women, such as caring and empathizing are requirements of many female-dominated occupations. however, according to guy and newman (2004), these feminized work tasks are not a part of formal job descriptions and performance evaluations: "excluded from job descriptions and performance evaluations, the work is invisible and uncompensated. public service relies heavily on such skills, yet civil service systems, which are designed on the assumptions of a bygone era, fail to acknowledge and compensate emotional labor." according to guy and newman (2004), women working in positions that require emotional labour in addition to regular work are not compensated for this additional labour because of the sexist notion that the additional labour is to be expected of them by the fact of being a woman. guy and azhar (2018) found that emotive expressions between sexes is affected by culture. this study found that there is variability to how women and men interpret emotive words, and specifically results showed that culutre played a huge role in these gender differences. implications positive affective display in service interactions, such as smiling and conveying friendliness, are positively associated with customer positive feelings, and important outcomes, such as intention to return, intention to recommend a store to others, and perception of overall service quality. there is evidence that emotional labor may lead to employees' emotional exhaustion and burnout over time, and may also reduce employees' job satisfaction. that is, higher degree of using emotion regulation on the job is related to higher levels of employees' emotional exhaustion, and lower levels of employees' job satisfaction. there is empirical evidence that higher levels of emotional labor demands are not uniformly rewarded with higher wages. rather, the reward is dependent on the level of general cognitive demands required by the job. that is, occupations with high cognitive demands evidence wage returns with increasing emotional labor demands; whereas occupations low in cognitive demands evidence a wage "penalty" with increasing emotional labor demands. additionally, innovations that increase employee empowerment — such as conversion into worker cooperatives, co-managing schemes, or flattened workplace structures — have been found to increase workers’ levels of emotional labor as they take on more workplace responsibilities. coping skills coping occurs in response to psychological stress—usually triggered by changes—in an effort to maintain mental health and emotional well-being. life stressors are often described as negative events (loss of a job). however, positive changes in life (a new job) can also constitute life stressors, thus requiring the use of coping skills to adapt. coping strategies are the behaviors, thoughts, and emotions that you use to adjust to the changes that occur in your life. the use of coping skills will help a person better themselves in the work place and perform to the best of their ability to achieve success. there are many ways to cope and adapt to changes. some ways include: sharing emotions with peers, having a healthy social life outside of work, being humorous, and adjusting expectations of self and work. these coping skills will help turn negative emotion to positive and allow for more focus on the public in contrast to oneself.