Episode 85 - Emotion at Work in Emotional Exploitation of your people in the Hospitality Industry

Introduction:

In this episode, we are joined by Molly Whiteside, a psychology student at Nottingham Trent University, to discuss her recent research report, "Am I Being Served?" which explores emotional exploitation in the hospitality industry. With lived experience in the field, Molly delves into the prevalence of economic and verbal exploitation, unsafe working conditions, and the lack of psychological safety faced by young employees.

We explore the surprising and often shocking findings from her research, which combines quantitative and qualitative data to paint a vivid picture of the challenges faced by 16-25 year olds in the workplace. From unfair pay and a lack of job security to the gendered nature of harassment, this episode uncovers the root causes of these issues and offers practical advice for young people, managers, and the industry as a whole.

Show Notes:

• Welcome and an Unexpected Question (00:09 - 05:25): We welcome Molly Whiteside to the podcast and kick things off with our signature unexpected question: "What kind of person makes a good seat companion on an aeroplane?".
• The Motivation Behind the Research (05:26 - 07:50): Molly explains what prompted her to research emotional exploitation in the hospitality industry, drawing from her personal experiences and observations of a lack of psychological safety in the workplace.
• Surprising Findings and Statistics (07:51 - 12:01): We dive into the most surprising findings from Molly's research, including the high prevalence of exploitation, with around 70% of people having experienced some form of it. We also discuss the demographic focus of the survey, which was on 16 to 25-year-olds.
• Qualitative vs. Quantitative Data (12:02 - 16:25): Molly breaks down the differences between what the numbers and the stories revealed. While quantitative data showed middle-of-the-road satisfaction with treatment, the qualitative data uncovered a wealth of personal experiences, particularly highlighting the different types of exploitation faced by women compared to men.
• Job Security, Pay, and Communication (16:26 - 19:56): We explore the statistics around job security, with 35% of participants feeling confident they wouldn't be unfairly dismissed, but 10% feeling the complete opposite. Molly also touches on the disconnect between employees feeling comfortable talking to colleagues but not managers.
• Recommendations for a Better Workplace (19:57 - 23:43): Molly offers actionable recommendations for young people, managers, and the hospitality industry as a whole. For young people, it's about education and knowing your rights. For employers, it's about creating psychological safety and not letting biases control employee treatment. For the industry, it's a call for more robust policies and training, especially in smaller businesses.
• What's Next for Molly? (23:44 - 26:12): Molly shares her exciting future plans, including her role in the "Women in Business" society, becoming a "Consent is Everything" workshop facilitator, and starting her own podcast aimed at students.
• Wrapping Up (26:13 - 28:00): We thank Molly for her invaluable contributions to the podcast and her work with us.

Resources:

• Read the full research report, "Am I Being Served?": https://emotionatwork.co.uk/behind-the-smile-the-hidden-cost-of-hospitality-for-young-workers/

Contact Us:

If you're looking to create a more psychologically safe and emotionally intelligent workplace, get in touch with us at [e-mail].

You can also connect with Molly here: https://www.linkedin.com/in/mollywhiteside/