Showing papers on "Emotional labor published in 2004"

Emotional intelligence in nursing work.

Abstract: Background Emotional labour has been widely accepted in the literature as part of nursing work, however the contribution of emotional intelligence in the nursing context requires further study. Aim This paper aims to present an analysis of the literature on emotional intelligence and emotional labour, and consider the value of emotional intelligence to nursing. Method A literature search was undertaken using the CINAHL and MEDLINE databases. Search terms used were 'emotions', 'intelligence', 'emotions and intelligence' and 'emotional labour'. A hand-search of relevant journals and significant references added to the data. Results Emotional intelligence plays an important part in forming successful human relationships. Emotional labour is important in establishing therapeutic nurse-patient relationships but carries the risk of 'burnout' if prolonged or intense. To prevent this, nurses need to adopt strategies to protect their health. The potential value of emotional intelligence in this emotional work is an issue that still needs to be explored. Conclusions Analysis of the literature suggests that the modern demands of nursing draw on the skills of emotional intelligence to meet the needs of direct patient care and co-operative negotiations with the multidisciplinary team. The significance of this needs to be recognized in nurse education. The link between emotional intelligence and emotional labour is a fruitful area for further research. The potential benefits of gaining a better understanding of how these concepts interact is largely conjecture until we have more evidence. The prospect that there may be advantages to both nurses and patients is a motivating factor for future researchers.

Emotion Management in the Workplace

Abstract: The work explores the management of emotion in organizations and the emotion management skills organizational actors need to possess in order to achieve organizational objectives while also acknowledging the subjective experiences of its members. The key strength of this text lies in its critical approach and labor-process orientation. It will appeal to students of organizational studies, gender studies, sociology and human resource management at the undergraduate and postgraduate levels.

Women's Jobs, Men's Jobs: Sex Segregation and Emotional Labor

Abstract: Job segregation—the tendency for men and women to work in different occupations—is often cited as the reason that women's wages lag men's. But this begs the question: What is it about women's jobs that causes them to pay less? We argue that emotional labor offers the missing link in the explanation. Tasks that require the emotive work thought natural for women, such as caring, negotiating, empathizing, smoothing troubled relationships, and working behind the scenes to enable cooperation, are required components of many women's jobs. 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.

Tricks of the Trade: What Social Workers Can Learn about Female Sex Workers through Dialogue

Abstract: Social work practice with women who exchange sex for material goods dates back to the beginnings of the social work profession in the settlements, benevolent societies, and charity organizations. This article presents the theoretical frameworks, methods and findings of a qualitative, participatory inquiry with six adult female sex workers in Seattle, Washington. The study participants worked as street workers, dancers, and escort workers. The findings discuss how and why the women entered the sex industry, how they talk about and define what they do (with a significant focus on emotional labor) from their perspective, the intersections of race and class in their work experiences, and agency as it applies to their personal and professional lives. The article concludes with recommendations for social work practice from the study participants.

Work Intensification and Emotional Labour among UK University Lecturers: An Exploratory Study

Abstract: Until the early 1980s relatively little research interest was devoted to the concept of emotional labour in organizational settings. Although it is now acknowledged that emotional labour is present at different hierarchical levels and among many occupational groups, no study has explored the issue of emotional labour in the context of work intensification among professional groups. This article presents evidence derived from interviews with university lecturers to assess (1) the frequency and propensity of emotional labour and the extent to which emotional labour is increasingly becoming part of the work of university lecturers, (2) the extent to which such emotional labour is derived from the intensifying changes to the work environment of university lecturers, and (3) the positive and negative consequences of such emotional labour and work intensification. The article finds evidence of emotional labouring among university lecturers. It is argued that the increase in such emotional labouring is largely a result of the heightened intensification of the academic labour process, which is exacerbated by the multiple and sometimes conflicting demands of various stakeholders. The effects of such emotional labour included both positive and negative consequences. These findings lead to a discussion of a series of implications and conclusions.

Emotion and performance: Prison officers and the presentation of self in prisons

Abstract: This article explores how prison officers manage and perform emotion on a day-to-day basis. Although the performance of emotion is invariably highlighted when things ‘go wrong’ in prison - perhaps particularly during prison disturbances - the emotional life of prisons at an everyday level has received much less attention. Moreover, although the sociology of the prison has acknowledged the impact of prison on the emotional lives of prisoners there has been much less interest in the emotional impact of the prison on its uniformed staff. This article focuses on how prison officers’ emotions are structured and performed on a daily basis. Prisons are emotional places, but like all organizations, they have their own ‘rules’ about the kinds of emotions it is appropriate for prison officers to express (and indeed feel) at work. In consequence, working in prisons demands a performative attitude on the part of staff, an (often significant) engagement in emotion-work and, relatedly, the employment of various emotion-work strategies.

‘People-work’: emotion management, stress and coping

Abstract: Workers involved in ‘people-work’ are expected to engage in a great deal of emotion management as they attempt to convey the appropriate emotions (which they may not genuinely feel) to their clients or customers whilst perhaps suppressing inappropriate ones. Should this emotion management be unsuccessful within some industries, a customer may be lost as they choose to take their business to a competitor; however, within the ‘caring’ business, such as the counselling and guidance professions, a failure to display the appropriate emotion (e.g. sympathy) or a leakage of an inappropriate one (e.g. boredom) can have much more serious implications for the well-being of the client and their continued relationship with the professional. This paper will thus argue that emotion management or ‘emotional labour’ is a vital skill within the counselling and guidance professions, but one that can also be a significant source of work stress. Strategies for coping with the stress of performing emotional labour are suggested.

Emotional labor demands and compensating wage differentials

Abstract: The concept of emotional labor demands and their effects on workers has received considerable attention in recent years, with most studies concentrating on stress, burnout, satisfaction, or other affective outcomes. This study extends the literature by examining the relationship between emotional labor demands and wages at the occupational level. Theories describing the expected effects of job demands and working conditions on wages are described. Results suggest that higher levels of emotional labor demands are associated with lower wage rates for jobs low in cognitive demands and with higher wage rates for jobs high in cognitive demands. Implications of these findings are discussed.

Higher education teachers and emotional labour

Abstract: Service organizations are encouraged to consider the manner in which employees perform at the customer/front‐line employee interface, as a means to gain competitive advantage. The employee's behaviour requires “emotional labour” where the front‐line employee (academic), has to either conceal or manage actual feelings for the benefit of a successful service delivery. The implication is not necessarily of equality or mutual benefit, but of satisfaction for the customer (student) and profit for the management. The paper discusses whether the academic is being exploited in this three‐way relationship. To illustrate this argument, data gathered from in‐depth interviews at a higher education institution are used. The research is of value as an aid for the management and support of academic staff in an age of managerialism and to the notion of the student as customer.

Emotion metaphors and emotional labor in science teaching

Abstract: An understanding of the importance of metaphors and beliefs in the development of teachers' practical knowledge has already been explored in science education research. However, the significance of emotion metaphors and the consequences of emotional labor as part of being a science teacher have been little addressed. This study describes the findings from a 3-year ethnographic case study of an elementary-school teacher who participated in a research project investigating the role of teacher emotion in science teaching and student learning. This research demonstrates how the performance of emotional labor is an important aspect of reality in science teaching. The teacher in this study is willing to do the emotional labor that involves some suffering because the emotional rewards are gratifying. A perspective on emotion in science education may focus, at least in part, on the functions of emotion in creating inspiring emotional cultures in science teaching and learning. Recognizing that teachers and students are agents in constructing such cultures, educators, teachers, and administrators are more likely to grasp the complexities and possibilities of emotional labor in the context of science education. © 2004 Wiley Periodicals, Inc. Sci Ed88:301–324, 2004; Published online in Wiley InterScience (www.interscience.wiley.com). DOI 10.1002/.sce10116

Dispositional Antecedents and Consequences of Emotional Labor at Work

Abstract: We examined individual difference variables as antecedents of perceived emotional labor, as well as affective and behavioral consequences. Full time employees who had at least five years of work experience completed two separate surveys. Respondents were asked to indicate negative affectivity and political skill, and perceived emotional labor at time one. Job-induced tension and political behavior were gathered two months later. Results indicated that negative affectivity and political skill were significantly related to employee perceived emotional labor, which further influenced employees' use of political behaviors and job-induced tension. Implications of the current study and directions for future research are discussed.

Emotional labor: relevant theory for occupational health practice in post-industrial America.

Abstract: The occupational experience of workers in service-oriented jobs can have profound effects on their health and well being, such as burnout, inauthenticity, and job dissatisfaction. The growing service economy and resultant proliferation of service-oriented jobs in current times and in the future must be acknowledged and investigated. The move from an economy driven by manufacturing industries to one dominated by service industries has taken place and currently prevails in the United States. In recognizing this shift in the "work" experience of the American work force, the changing nature of work related hazards must also be considered. Emotional labor has come to be known as an appreciable aspect of work involving direct interactions with clients and customers that can lead to adverse psychosocial outcomes. These relationships reveal the potential unpleasantness of service employment in which the performance of emotional labor is unavoidable. Although worker attributes can influence the emotional experience on the job, emotional labor is also likely to threaten the well being of workers through significantly high demands to express organizationally desired emotions and low control over what emotions can be felt and displayed. Recognition and investigation of emotional labor is necessary to understand its effects on worker populations. Conceptual models featuring emotional labor are available to guide research. However, discrimination among them based on utility and application in relation to identified study objectives and needs is essential.

Redesigning computer call center work: a longitudinal field experiment

Abstract: Summary Computer technology call centers provide technical assistance to customers via the telephone to solve computer hardware and software problems. The simultaneous demands for technical and customer service skills often place strain on call center employees, frequently producing poor job attitudes. We utilized a field experiment (N ¼ 149) with a randomly assigned pretest– posttest and control group design to compare three interventions’ effectiveness on employee job attitudes in a computer technology call center: Intervention 1 focused on aligning organizational structures; Intervention 2 focused on increasing employee involvement in work processes (high-involvement); and Intervention 3 implemented autonomous work teams. We found that high-involvement work processes produced the most potent effects on job satisfaction and organizational commitment attitudes, as well as on performance (i.e., improved customer satisfaction scores, increased closed problems, reduced problems escalated, and fewer repeat calls). Further, we found that group work preference moderated the results between the group-oriented interventions and employees’ job satisfaction. Under high involvement and in autonomous work teams, high preferences for group work resulted in greater job satisfaction than when employees had lower preferences for group work. However, preferences for group work were not associated with increased organizational commitment in either intervention. Copyright # 2004 John Wiley & Sons, Ltd. Concurrent with the increasing use of computer technology in businesses, there have been continuous efforts by employers to make technology-oriented jobs more appealing to employees while simultaneously improving performance. These efforts have been particularly strong in call centers that provide computer hardware and software support, and where the technology-oriented demands placed on employees are further complicated by customer-service demands (Knapp, 1999). Computer call centers, also known as support centers or help desks, provide technical assistance to customers via the telephone to solve computer-related hardware and software failures. As the American economy becomes increasingly service-oriented, call centers are rapidly proliferating (Callaghan & Thompson, 2002), as is the growing body of scholarly literature about organizational challenges, such as poor job attitudes that exist within call centers (Nelson, Nadkarni, Narayanan, & Ghods, 2000; Vandenberg, Richardson, & Eastman, 1999). The environment in computer technology call centers can be repetitious and problem-oriented, and it demands both interpersonal and technical skills (Wallace, Eagleson, & Waldersee, 2000). These workers perform emotional labor (Callaghan & Thompson, 2002; Pugh, 2001) that simultaneously

To Invest or Detach? Coping Strategies and Workplace Culture in Service Work

Abstract: Drawing on original ethnographic research and interweaving food servers' voices with theories of labor, this article examines the emotional content of interactions between customers and workers in restaurants. It addresses the potential benefits of emotional labor, the effect of gender on how workers make sense of and cope with the demands of their jobs, and the work culture that arises as a result of workers' approaches to the emotional demands of their jobs. The article culminates with a discussion of the potential for exploitation when servers, particularly waitresses, begin to care for the customers who pay them.

Caregiving Around the Clock: How Women in Nursing Manage Career and Family Demands

Abstract: Nursing is considered a woman friendly profession; however, career advancement in nursing, as in other fields, is predicated on masculine models of promotion, making mobility difficult for working mothers. To learn more about how women negotiate caregiving responsibilities at home and at work, focus groups were conducted with 26 ethnically and socioeconomically diverse registered nurses, licensed vocational nurses, and aides. Three themes emerged from these discussions: tension between the value nurses assigned to paid caregiving and societal devaluation of this work; "costs " of paid caring and emotional labor on family life; and the presence of both obstacles to and opportunities for career advancement. Caregiving experiences were shaped by professional status. Implications for women's well being and career advancement are discussed.

Adaptation of the older worker to occupational challenges

Abstract: The occupational adaptation practice model guided the search for and the analysis of the literature on the older worker. The purpose of this literature review was to: identify the occupational challenges that older workers experience, determine ways in which the occupational therapist can promote the occupational adaptation of older workers, and articulate the research and policy changes implied in the model related to health and improved productivity. The analysis of the worker's personal characteristics, work tasks, and environments highlighted the types of occupational challenges that may overwhelm the older worker's adaptive capacity. Straining adaptive capacity of the older worker leads to degradation in levels of mastery. The occupational therapist and others could assist the older worker to achieve relative mastery in response to occupational challenges through ergonomic solutions, training, assistive devices, management policy, and health promotion. Combined efforts of the employer, of the occupational therapist, and of the older work to capitalize on the older worker's years of experience, existing skills, and knowledge facilitates higher job satisfaction, better performance, and an increased sense of well-being in the older worker.

The Story Behind Service With A Smile: The Effects of Emotional Labor on Job Satisfaction, Emotional Exhaustion, and Affective Well-Being

Abstract: Graduation Year 2004 Document Type Thesis Degree M.A. Degree Granting Department Psychology Major Professor Paul Spector, Ph.D. Committee Member Kristen Salomon, Ph.D. Committee Member Ellis Gesten, Ph.D.

We’re Decent People: Constructing and Managing Family Identity in Rural Working‐Class Communities

Abstract: Using grounded theory methodology, I establish family identity management as an important type of invisible work that connects women's household-based domestic activities with community members' perceptions and treatment of them and their family members. Detailed observations of household routines and family interactions, as well as in-depth interviews with working-class women living in two rural trailer park communities, provide insight into the meanings women assign to this labor, and their motivations for performing this work. I describe the strategies that women use to accomplish the work, examine how the work supports family life and child development, and explain how the residential environment influences the organization and accomplishment of this work. Key Words: family labor, housework, invisible work, rural communities, working-class families. Until the late 1960s, scholars generally ignored household work as a topic of serious academic inquiry because of its association with the private sphere of women. Pateman (1987) noted that "domestic life was assumed irrelevant to social and political theory" (p. 108), given the ideological distinction made between the public and private worlds. Over the last three decades, however, the topic of household and family labor has been legitimized in both the academic and policy arenas. By bringing the private sphere into academic work, scholars such as Oakley (1974) and Hochschild (1979) delivered women from historical and social invisibility (Armitage, 1979). Oakley's decision to examine the work conditions of housewives reflected a radical departure from the traditional definition of housework and child care for one's own family as caring actions performed solely "out of love, instinct, or devotion to some higher cause than self" (Rich, 1978, p. xiv). Instead, she conceptualized this labor as "real" work that could be studied using the same core sociological concepts that framed research on men's jobs in the public sphere. Feminist scholars' insights into the emotion work that women perform in managing family members' psychological well-being have made the most hidden components of household labor visible. DeVault (1991) revealed that women are primarily responsible for planning and arranging tasks necessary to household management, including keeping an ongoing mental account of what needs to be done and how it will be accomplished; regulating time, funds, and attention; making countless practical decisions; and organizing and integrating family schedules. Women also perform much of the emotional labor that is essential for "symbolically creating family" (Daniels, 1987, p. 411, original emphasis)-that is, encouraging members to develop feelings of belonging to and identification with a particular family group. This article contributes to the existing literature by revealing a previously unidentified form of family labor, family identity management. Managing family identity encompasses a range of mental, emotional, and instrumental tasks done to develop and present a particular characterization of one's family. Like the "marriage work" discussed by Oliker (1989), family identity managcmcnt involves voluntary, purposeful "reflection and action" (p. 123). Family identity is continually constructed within the household and managed in relation to others, and as both a self-definition and a public representation, family identity has important consequences for members' well-being in these communities. Although similar to Goffman's (1959) concept of impression management, family identity management involves more than presenting oneself Io other people while engaged in direct interaction with them. It also involves anticipatory management-that is, thinking about what other people might think if they interact with you, and engaging in behavior that will minimize public scrutiny, labeling, and punishment in the event that you or your children have contact with them. …

Emotional Intelligence as a Facilitator of the Emotional Labor Process

Abstract: ................................................................................... xii 1. OVERVIEW OF DISSERTATION ............................................... 1 2. LITERATURE REVIEW ............................................................ 6 3. DISSERTATION MODEL AND HYPOTHESES .............................. 50 4. RESEARCH METHODOLOGY .................................................. 77 5. RESULTS ............................................................................. 88 6. DISCUSSION ........................................................................162 APPENDICES ...........................................................................188 REFERENCES ...........................................................................174 BIOGRAPHICAL SKETCH ...........................................................198

Faking it: the emotional labour of medicine

Abstract: It9s tough smiling at your patients when that is the opposite of how you feel inside, but medicine has a lot to do with acting, as Raj Persaud explains

U.S. Trade Policy: History, Theory, and the WTO

Abstract: Most public service jobs require interpersonal contact that is either face-to-face or voice-to-voice - relational work that goes beyond testable job skills but is essential for job completion. This unique book focuses on this emotional labor and what it takes to perform it.The authors weave a powerful narrative of stories from the trenches gleaned through interviews, focus groups, and survey data. They go beyond the veneer of service delivery to the real, live, person-to-person interactions that give meaning to public service.For anyone who has ever felt apathetic toward government work, the words of caseworkers, investigators, administrators, attorneys, correctional staff, and 9/11 call-takers all show the human dimension of bureaucratic work and underscore what it means to work "with feeling."

Emotional Labour and the Permanent Casual Lecturer: Ideas for a Research Project.

Abstract: Like most other parts of the Australian public sector, Australian universities have been required to do more with less over the past decade. A key strategy in reducing costs has been the increased casualisation of teaching. This paper uses a hard/soft model of Human Resource Management as a framework within which to argue that increased casualisation of university teaching has increased the emotional labour associated with casual teaching. The intensification of emotional labour is usually accompanied by increased workplace stress. Furthermore, this emotional labour is neither recognised nor valued by university managers, hence it is unremunerated. This paper briefly reviews the concept of emotional labour and then identifies a range of issues that are contributing to the intensification of the emotional labour that is being performed by casual teaching staff. The paper concludes with a call for a more systematic investigation of the issues identified here.

The emotional lives of experienced EFL teachers.

Abstract: Nine experienced and committed EFL teachers in Japanese universities were interviewed about their perceptions of emotion in their teaching lives. Two key fi ndings emerged from an analysis of the transcripts. Firstly, that these teachers created warm emotional relationships with their students in which they showed that they cared deeply for the students and acted as moral guides for them. In contrast, emotional relationships with colleagues were often angry and frustrating ones refl ecting a perceived lack of shared values and beliefs. It is suggested that the theoretical frameworks of ‘emotional labor’ and ‘feeling rules’ (after Hochschild, 1983 and 1990) may be an appropriate way for teachers to look at and critically engage with the important issue of the emotionality of teaching, and that teachers and institutions need to examine emotions collaboratively, particularly in order to encourage emotional warmth with students and to discuss the moral purpose of teaching.

서비스직 근로자의 우울에 영향을 미치는 요인 - 감정노동 종사자의 직무스트레스를 중심으로 -

Abstract: 【Purpose: The study was to determine variables related to the depressive impact of emotional labor among workers. Method: 443 respondents were surveyed through the NIOSH generic job stress questionnaire from December 1st through December 30th, 1999. Results: 1. Employment type and job insecurity showed a significant relationship with developing depression, load and role ambiguity. 5. Intervention programs and effective communication networks are needed to help workers cope with their job stress in a positive manner. Conclusions: First, given the correlation between the frequency of avoiding tactics and depression levels, an intervention program is needed to help workers cope with their job stress in a positive manner, Lastly, because role ambiguity was one of the main causes of depression among workers who perform emotional labor, establishing an effective communication network is important to make communication flow within the workplace clear and open.】

Display rules for expressed emotion within organizations and gender: implications for emotional labor and social place marking

Abstract: Display Rules for Expressed Emotion Within Organizations and Gender: Implications for Emotional Labor and Social Place Marking. (May 2003) Andrea Eugenie Charlotte Griffin, B.S., Marquette University Chair of Advisory Committee: Dr. Ramona Paetzold Emotions are recognized as central to organizational life. The dialogue on the role of emotion in organizational life is furthered here by addressing the role that gendered display rules and associated expectations play in shaping individuals’ expressed (rather than felt) responses to emotional exchanges within the organization. The role of gender in shaping intraorganizational emotional display rules is examined as it interplays at social, organizational and individual normative levels. In this context, emotions and emotional displays at work are seen as affecting individual’s subjective social place in organizations. It is argued that gendering influences within the organization make social place marking more difficult and may result in increased forms of emotional labor, particularly surface acting/emotional dissonance, which may lead to emotional exhaustion in employees. A laboratory experiment was conducted using videotaped vignettes to represent more and less levels of gendering in emotional interactions. Findings indicate that there were no main effects for level of gendering as operationalized by this study on emotional dissonance, emotional exhaustion and subjective social place. Exploratory data analyses conducted further examine these relationships and point out the importance of the sex of

When women “baby‐sit” and men “transmit knowledge and discipline”: the construction of gender in Hong Kong’s primary schools

Abstract: This paper, based on forty in‐depth interviews with teachers and principals in Hong Kong, utilizes the insights of feminist organization studies to explore the persistence of gender inequalities in primary school teaching. Two common practices, namely the assignment of women and men to teach lower and higher grades respectively and the monopoly of men in positions of disciplining and authority, are centered. The data suggest that schools and teachers actively construct and reproduce gender inequalities by trivializing teaching of young children as babysitting, naturalizing women as natural caregivers, and normalizing the use of threat in disciplinary control. My analysis also argues that these routine and pervasive gendering processes are not often acknowledged or challenged, which have the effects of marginalizing caring work, overlooking the emotional labor of women, valorizing a masculine view of authority, encouraging men and boys to compete for power via aggression, and hence producing a masculinist workplace.