□ Project for Advancement of Civil Rights of Female Emotional Labor Workers Emotion work or emotional labor refers to a type of labor over 40% of which involves control of emotions in order to present or maintain job-specific emotional conditions and includes nurses, call center representatives, cashiers, or salespersons who provide person-to-person services. These workers are often helplessly exposed to insult and humiliation in the form of verbal abuse and disrespectful treatment of customers. In recognition of their suffering, the Commission visited workplaces and union offices 8 times in April and May to conduct in-depth interviews with female emotional labor workers and identify diverse civil rights violations they are suffering. Based on the findings, it published the Employers’ Guide for Human Rights of Female Emotional Labor Workers and launched a public campaign to raise awareness. The guide proposes measures for employers to minimize psychological and physical exertion of female emotional labor workers such as providing chairs or floor mattresses and relieve them of work stresses resulting from emotional labor. In addition, with regard to work process improvement, it presents standard guidelines to maintain consistency of customer service standards, as well as measures to manage the work force with incentives rather than penalty, offer self-help education, and expand their authorities and responsibilities. In addition, it also suggests emergency suspension from duty when workers experience verbal and physical abuse and implementing in-house counseling office or employee complaint handling office. The public campaign carried out under the title of “Good Consumers Make Female Emotional Labor Workers Smile” consisted of a performance and a signature campaign seeking pledges for respect and consideration of female emotional labor workers in cooperation with the National Council of Green Consumer Networks on November 29th in front of the council office. The Commission also conducted a consumer survey of 303 residents of Seoul and surrounding areas in October on the issue of female emotional labor workers, distributed a leaflet on promotion of consumer awareness in November to the Korea National Council of Consumer Organizations and its 10 member organizations, and Chapter 4. Investigations and Remedies: Discriminatory Acts 111