Even if we don't realise it, most of us are now familiar with the idea of 'emotional labour'; that 'service with a smile' which everyone from cabin crew to restaurant or call centre staff is expected to give, irrespective of what they actually feel or think. This book considers the complex ways...

1. Introduction : the 'Managed Heart' / Marian Iszatt-White -- 2. Leadership as emotional labour : so what's new? / Marian Iszatt-White -- 3. Leadership as emotional and compassionate labour : managing the human side of the enterprise / Joan V. Gallos -- 4. Getting to the 'heart' of leaders...