‘What’s the problem? I am happy that you are my customer!’ African immigrant women’s emotional labour and resilience in a multilingual workplace

Recent research on multilingualism and emotions in the immigrant context indicates that negative emotions such as anxiety related to monolingual or cultural norms may prevail in immigrants’ daily lives. Immigrants may respond to negative emotions with avoidance, for instance by avoiding using the language that makes them anxious. This study further examines emotion-related concepts of immigrant experience in a setting rarely researched: a highly multilingual workplace in Cape Town, South Africa. It focuses on immigrants’ emotional lived experiences, emotional labour, and coping strategies such as avoidance or resilience. We report on semi-structured interviews with four African immigrant women working as shop assistants in a China Town shopping centre in the Western Cape. Noting the diversity of experiences in emotional reactions and coping, findings reveal that negative emotions African immigrant women experience are associated more with threatened life chances, than with non-standard speech forms. Although reported experiences imply a significant burden of emotional labour, these African immigrant women do not get caught in negative emotions and avoidance; rather, they demonstrate emotional resilience and active coping strategies (e.g. positive emotions, humour, gratitude) that allow them to manage conflict and negativity.