Showing papers on "Emotional labor published in 2009"
TL;DR: The sociological literature on emotional labor can be roughly divided into two major streams of research as mentioned in this paper : studies of interactive work and research directly focused on emotions and their management by workers.
Abstract: Emotional labor refers to the process by which workers are expected to manage their feelings in accordance with organizationally defined rules and guidelines. Hochschild's (1983) The Managed Heart introduced this concept and inspired an outpouring of research on this topic. This article reviews theory and research on emotional labor with a particular focus on its contributions to sociological understandings of workers and jobs. The sociological literature on emotional labor can be roughly divided into two major streams of research. These include studies of interactive work and research directly focused on emotions and their management by workers. The first uses emotional labor as a vehicle to understand the organization, structure, and social relations of service jobs, while the second focuses on individuals’ efforts to express and regulate emotion and the consequences of those efforts. The concept of emotional labor has motivated a tremendous amount of research, but it has been much less helpful in provi...
511 citations
TL;DR: In this paper, the authors extend emotional labor theories to the customer domain by developing and testing a theoretical model of the effects of employee emotional labor on customer outcomes and investigate the potential moderating effects of service type on the relationship between emotional labor and customer outcomes but find no support for such an effect.
Abstract: In this research, we extend emotional labor theories to the customer domain by developing and testing a theoretical model of the effects of employee emotional labor on customer outcomes. Dyadic survey data from 285 service interactions between employees and customers show that employees’ emotional labor strategies of deep and surface acting differentially influence customers’ service evaluations and that customers’ accuracy in detecting employees’ strategies can intensify this impact. We also investigate the potential moderating effects of service type on the relationship between emotional labor and customer outcomes but find no support for such an effect.
490 citations
TL;DR: In this article, the authors tested a conceptual model explaining the differential effects of deep and surface acting on job satisfaction and emotional exhaustion via their asymmetrical influences on mood, and whether extraverts fare better when engaging in emotional labor.
Abstract: In response to 2 areas for development in the emotional labor literature—(a) the contemporaneous associations between emotional labor and affective reactions, and (b) whether emotional labor might be more personally costly for some employees than others—this study tested a conceptual model explaining the differential effects of deep and surface acting on job satisfaction and emotional exhaustion via their asymmetrical influences on mood, and whether extraverts fare better when engaging in emotional labor. As expected, surface acting was positively associated with negative mood, and this explained some of the association of surface acting with increased emotional exhaustion and decreased job satisfaction. Contrary to hypotheses, deep acting was unrelated to job satisfaction and was associated with lower positive affect. Extraversion moderated several emotional labor relationships such that, in general, surface and deep acting had more positive (or less negative) effects for extraverts (compared to introverts). Overall, the results support the importance of considering the roles of mood and disposition in the impact of emotional labor.
423 citations
TL;DR: In this paper, three categories of leader emotional displays are identified: surface acting, deep acting, and genuine emotions, and the consistency of expressed leader emotions with affective display rules, together with the type of display chosen, combines to impact the leader's felt authenticity, the favorability of follower impressions, and perceived authenticity of the leader by the followers.
Abstract: Building on the emotional labor and authentic leadership literatures, we advance a conceptual model of leader emotional displays. Three categories of leader emotional displays are identified: surface acting, deep acting and genuine emotions. The consistency of expressed leader emotions with affective display rules, together with the type of display chosen, combines to impact the leader's felt authenticity, the favorability of follower impressions, and the perceived authenticity of the leader by the followers. Emotional intelligence, self-monitoring ability, and political skill are proposed as individual differences that moderate leader emotional display responses to affective events. We also look at followers' trust in the leader and leader well-being as key outcomes. Finally, we explore the influence on leader emotional labor of contextual dimensions of the environment, including the omnibus (national and organizational culture, industry and occupation, organizational structure, time) and discrete (situational) context. Directions for future research are discussed.
324 citations
TL;DR: In this paper, the authors examined how the emotional labor strategies of deep acting and surface acting directly influence emotional exhaustion and turnover intentions, and indirectly impact actual turnover among a sample of bank tellers.
Abstract: The current study examined how the emotional labor strategies of deep acting and surface acting directly influence emotional exhaustion and turnover intentions, and indirectly impact actual turnover among a sample of bank tellers. Turnover data were collected from organizational records 6 months after participants responded to a survey that measured emotional labor strategies, emotional exhaustion, and turnover intentions. Results showed that turnover intentions mediated the relationship between deep acting and actual turnover. Additionally, surface acting had indirect effects on turnover through emotional exhaustion and turnover intentions. Copyright © 2009 John Wiley & Sons, Ltd.
210 citations
TL;DR: Results indicated that participants' emotional labor increased both as a result of unfairness directed toward themselves as well as toward their coworkers, even when the participants themselves had been treated fairly.
Abstract: This study drew on fairness theory and affective events theory to explain why individuals' emotional labor is impacted by injustice extended toward coworkers by their customers. Pairs of participants worked side by side as customer-service representatives for a simulated organization. They interacted with fair/unfair customers as well as observed face-to-face service encounters between their coworker and fair/unfair customers. Results indicated that participants' emotional labor increased both as a result of unfairness directed toward themselves as well as toward their coworkers. These effects were mediated by both discrete emotions and fairness-related counterfactual thinking and were significant even when the participants themselves had been treated fairly.
191 citations
TL;DR: In this paper, the authors explored the men's attitudes to entry-level service work and suggested that such work requires skills, dispositions and demeanours that are antithetical to the masculine working-class habitus.
Abstract: The growth of the ‘service economy’ has coincided with the large-scale detachment from the labour market of low-skilled men. Yet little research has explored exactly what it is about service work that is leading such men to drop out of the labour market during periods of sustained service sector employment growth. Based on interviews with 35 unemployed low-skilled men, this article explores the men's attitudes to entry-level service work and suggests that such work requires skills, dispositions and demeanours that are antithetical to the masculine working-class habitus. This antipathy is manifest in a reluctance to engage in emotional labour and appear deferential in the service encounter and in the rejection of many forms of low-skilled service work as a future source of employment.
187 citations
TL;DR: This paper presented a follower-centric model of leadership that integrates multiple levels of analysis, and includes emotional contagion as a key meso-level process, and argued that member perceptions of a leader's behaviors and member attributions of insincerity result in negative emotions.
Abstract: We present a follower-centric model of leadership that integrates multiple levels of analysis, and includes emotional contagion as a key meso-level process. In our model, leadership at the individual level is manifested in terms of the leader's favoritism toward members and affective displays. Drawing upon affective events theory, we argue that member perceptions of a leader's behaviors and member attributions of insincerity result in negative emotions. Through a process of emotional contagion, the negative emotions then spread to other individuals in the group. These are in turn reflected in the group's affective climate and trust climate, and also in the quality of leader-member and team-member relationships. In the end, this results in organizational-level disapproval of the leader and cynicism towards the leader. Included as moderators in the model are task interdependence, the temporal context, reward systems, emotional labor requirements, organizational culture, and power distance. We conclude with a discussion of boundary conditions, and implications of our model for research, theory, and practice.
175 citations
TL;DR: This article will address nurse definitions of emotional labour; the routine aspects ofotional labour in nursing; traditional and modern images of nursing; and gender and professional barriers that involve emotional labour in health work.
172 citations
TL;DR: This paper explored how emotional display rules at work differed as a function of discrete emotions and specific work targets, finding that display rules for the positive emotion of happiness were most likely to involve expressing the emotion as felt or expressing it with less intensity than is felt.
154 citations
TL;DR: Chu et al. as discussed by the authors used qualitative research approach to identify significant issues and draw out important managerial implications of emotional labor in front-line service staff in the tourism industry. But, they did not consider the impact of emotional display rules, emotional labor strategies, antecedents, and consequences of emotional labour for the tour leader.
TL;DR: In this paper, the authors investigated the interactive effects of perceptions of organizational support on two emotional labor outcomes: job satisfaction and job performance, and found that perceived organizational support attenuated the negative effects of the emotional labor/job satisfaction and emotional labour/performance relationships.
Abstract: The current study investigates the interactive effects of perceptions of organizational support on 2 emotional labor outcomes: job satisfaction and job performance. A sample of 2 retail service firms (n = 338) supported the moderating effect of perceived organizational support (POS) on the emotional labor/outcomes relationships. POS attenuated the negative effects of the emotional labor/job satisfaction and emotional labor/performance relationships. Implications of these results, strengths and limitations of the current study, and directions for future research are discussed.
TL;DR: The significance of death, breaking bad news and interpersonal relationships are sources of emotional stress for the critical care nurse caring for the family of the critically ill, and the impact of this stress on the nurse and the care they deliver requires further investigation.
Abstract: Aim and objective. The purpose of this phenomenological study is to explore the emotional labour nurses’ face when caring for relatives of the critically ill in intensive care unit.
Background. The admission of a critically ill patient into adult intensive care is a crisis for both patients and their families. Family members of the critically ill may experience extreme levels of stress and emotional turmoil throughout the course of the relative’s illness. A central tenet of providing holistic nursing care in the intensive care unit is to care for both patients and their families, however, the emotional involvement required places considerable demands on those delivering care. The support health care providers require is frequently overlooked in these challenging environments.
Design. Heideggerian phenomenological approach was adopted.
Methods. A purposive sample of 12 registered nurses working in an adult intensive care unit were interviewed. Interview transcripts were analysed using Colaizzi’s framework. Data were collected in autumn 2005.
Results. Analysis of the participants’ interview transcripts revealed the following themes: significance of death, establishing trust, information giving, empathy, intimacy and self preservation.
Conclusions. Emotional work forms an important part of the critical care nurses job. The significance of death, breaking bad news and interpersonal relationships are sources of emotional stress for the critical care nurse caring for the family of the critically ill. The impact of this stress on the nurse and the care they deliver requires further investigation.
Relevance to clinical practice. Registered nurses caring for families who have relatives in adult intensive care units expend considerable emotional labour. Potentially, unless appropriately supported and managed, emotional labour may lead to occupational stress and ultimately burnout.
TL;DR: In this paper, the authors examined the workdays of civil servants and found that the most important challenge facing public administrators is not to make work more efficient but to make it more humane and caring.
Abstract: How do the concepts of emotional labor and artful affect translate into our understanding of leadership? Where would one find affective leadership in practice? To address these questions, the workdays of civil servants are examined. Based on interviews and focus groups, the authors set forth in their own words how social workers, 911 operators, corrections officials, detectives, and child guardians experience their work. These interviews reveal the centrality of emotion work in the service exchange and underscore affective leadership in practice. The authors conclude that the most important challenge facing public administrators is not to make work more efficient but to make it more humane and caring. Affective leadership, and recognition of the centrality of emotional labor therein, are the means by which this approach is championed.
TL;DR: Bolton as mentioned in this paper argues that emotional workers experience commodification of their labour power as wage-labour, irrespective of the nature of their product, and also argues that Hochschild's notion of workers undergoing a "transmutation of feelings" renders them "crippled actors" in the grip of management control.
Abstract: Sharon Bolton’s comprehensive critique of Hochschild’s concept of ‘emotional labour’ is flawed by her misinterpretation of its primary form as an aspect of labour power. Consequently, she erroneously argues that emotional labour is commodified only when transformed into commercial service work. However, emotion workers experience commodification of their labour power as wage-labour, irrespective of the nature of their product. Bolton also argues that Hochschild’s notion of workers undergoing a ‘transmutation of feelings’ renders them ‘crippled actors’ in the grip of management control. Hochschild, however, theorizes transmutation as a contradictory and unstable condition albeit in an under-developed form. While Bolton correctly argues for a theory of emotion work that captures the complexity and contradictory nature of the emotional workplace, it is not necessary to reject the emotional labour concept. Rather, it needs to be more fully theorized and integrated within Labour Process Analysis.
01 Jan 2009
TL;DR: This article found that teachers try to regulate their positive and negative emotions frequently because they believe it helps them achieve their goals (Sutton, 2004) and that the frequency and consequences of emotion regulation are moderated by cultural norms.
Abstract: Teaching is an emotional endeavor. Teachers may experience happiness when an instructional objective is met, pride when students accomplish an important task, frustration when students cannot grasp a concept, anger with misbehavior, disappointment with lack of effort, and anxiety when competence is challenged. Teachers report trying to regulate these emotions frequently because they believe it helps them achieve their goals (Sutton, 2004). Over the past two decades, emotion regulation in everyday life has become an increasingly important topic in psychological research. Surveys indicate that the overwhelming majority of American adults regulate their positive and negative emotions consciously (Gross, Richards, & John, 2006) and it may be that emotion regulation is so common that we typically only notice its absence. The recent research on teachers’ emotion regulation is built on the empirical results and theoretical models of this psychological research that assumes everyday emotion regulation is typically adaptive. For example, Mischel and Ayduk (2004) said, “an absence of will leaves people the victims of their own biographies,” but also acknowledged that excessive postponing of gratification can become “a stifling joyless choice” (pp. 122–123). In contrast to the predominantly positive view in psychological research, a negative view of emotion regulation has permeated the sociology of work literature under the term “emotional labor” (Granley, 2000). In The Managed Heart, Hochschild (1983) argued that emotional labor takes effort and may result in stress and burnout, as well as feelings of inauthenticity and compliance. Both approaches acknowledge benefits and problems associated with emotion regulation but the relative emphasis varies. The frequency and consequences of emotion regulation are believed to be moderated by cultural norms. Western values such as independence and self assertion are thought to encourage open emotion expression in many situations. When emotion regulation is used it typically assists individuals assert their will and protect themselves (Wierzbicka, 1994) but it also may be used to preserve relationships (e.g., suppressing anger with a friend). In contrast to Western values, Asian values of interdependence and relationship harmony may encourage control of emotions in order to aid prosocial goals and positive social interactions rather than asserting individual will. This suggests that any negative consequences of TEACHERS’ EMOTION REGULATION
TL;DR: In this paper, the authors explore the links from self-focused emotional labor (surface acting) and other focused emotional labour (emotional enhancement) to job satisfaction, affective commitment, emotional exhaustion, and intentions to quit.
Abstract: Purpose – The purpose of this study is to explore the links from self‐focused emotional labor (surface acting) and other‐focused emotional labor (emotional enhancement) to job satisfaction, affective commitment, emotional exhaustion, and intentions to quit.Design/methodology/approach – The study employed a cross‐sectional survey of 363 nurses' aides and childcare workers.Findings – Surface acting, a type of self‐focused emotional labor, was related to negative work outcomes (lower job satisfaction and affective commitment as well as higher turnover intentions and emotional exhaustion). Emotional enhancement, a form of other‐focused emotional labor, was related to positive outcomes (lower turnover intentions and emotional exhaustion) when performed for clients' family members, but not for clients.Research limitations/implications – The cross sectional design of this study limits the ability to map the temporal ordering of these relationships, and thus to determine if emotional enhancement is a job resource...
TL;DR: A follow-up qualitative study was conducted over a period of twelve months to re-examine the role of emotional labour and in particular the ways in which emotional labour was orientated to different clinical settings.
TL;DR: In this article, the authors argue that applying the label "skill" to all forms of emotion work is extremely problematic and subject these claims to critical scrutiny, arguing that applying such a label to emotional labour is problematic.
Abstract: The article seeks to open up a critical discussion around the idea of emotional labour as skilled work It has been suggested by some commentators that many front-line service jobs, traditionally thought of as low skilled in terms of their technical aspects, may actually constitute a form of skilled work, since they require their holders to perform skilled emotional labour in their dealings with customers Such discourses hold out the possibility of progress not only in intellectual terms but also with regard to improving the status and pay of many low-waged service workers The article subjects these claims to critical scrutiny and argues that applying the label ‘skill’ to all forms of emotion work is extremely problematic
TL;DR: Hochschild's influential emotional labour thesis in The Managed Heart (1983) exposes and opposes the harm wrought by the commodification of human feelings as customer service, and complements contemporary anticapitalist writing with an enduring influence and political relevance as discussed by the authors.
Abstract: Arlie Russell Hochschild's influential emotional labour thesis in The Managed Heart (1983) exposes and opposes the harm wrought by the commodification of human feelings as customer service, and complements contemporary anticapitalist writing with an enduring influence and political relevance that is underpinned by Hochschild's application of Marx's alienation theory. Critics have sought to blunt the politics of her thesis by rejecting as absolutist her condemnation of workers' alienation. But her application of alienation theory is not thorough, since her explicit usage of it is limited to only two of Marx's four dimensions, and thus it stops short of theorising alienation as generic to society. This undermines Hochschild's argument on emotional labourers' resistance, since she inadequately captures the way workers are shaped by alienation but not blinded to the reality of capitalism. The continuing political potency of her thesis requires that it should be defended and strengthened.
TL;DR: Primary analysis of in-depth interviews with 33 married or cohabiting respondents with colorectal cancer in the UK to compare men and women's accounts of ‘spousal’ support illustrated the complexity of gendered constructions and performances of ’care’ and contribute to debates about gender and emotional labour.
TL;DR: Wang et al. as mentioned in this paper found that family-to-work interference was a salient correlate of the use of surface acting in workplace, even when organizational display rules and employees' demographic information were controlled.
Abstract: We adopted the conservation of resources model (COR, Hobfoll Am Psychol 44:513–524, 1989; Hobfoll in Stress, culture, and community: the psychology and philosophy of stress, Plenum, New York, 1998) to examine the associations among emotional labor, work family interference, and quality of work life. Cross-sectional, self-reported data were obtained from 442 Hong Kong Chinese service employees. Correlation and hierarchical regression analyses showed that surface acting was a salient correlate of work-to-family interference, even when organizational display rules and employees’ demographic information were controlled. Furthermore, quality of work life had partially mediated the relationship between surface acting and work-to-family interference. However, deep acting and expression of naturally felt emotion did not relate to work-to-family interference. Finally, we found that family-to-work interference was a salient correlate of the use of surface acting in workplace. This study provided useful information of how adopting different emotional labor strategies related to work family interference. Based on our results, the use of deep acting should be promoted in workplace because it related positively to quality of work life and it did not amplify the work-to-family interference. While past studies often explored the role of emotional labor as the precursor of work family interference, our study is among the first attempt to examine family-to-work interference as the antecedent of emotional labor. Additionally, we had also confirmed the role of quality of work life as an important mediator between emotional labor-work-to-family interference.
TL;DR: In this article, the authors assessed relationships between three dimensions of emotional labour (emotional display rules, and the faking and suppression of emotions) and strain outcomes (psychological distress, work-life conflict and job satisfaction) in a sample of 124 cabin crew and 122 telesales agents.
Abstract: Purpose – Research suggests that “front‐line” service jobs typically require emotional labour owing to the high levels of interpersonal interaction inherent in such work. Although emotional labour can be performed face‐to‐face (in person) or voice‐to‐voice (on the telephone), little is known about whether the type of emotional demands and the relationships with strain outcomes differ according to mode of delivery. The purpose of this paper is to research these issues.Design/methodology/approach – Relationships are assessed between three dimensions of emotional labour (emotional display rules, and the faking and suppression of emotions) and strain outcomes (psychological distress, work‐life conflict and job satisfaction) in a sample of 124‐cabin crew (face‐to‐face interaction) and 122 telesales agents (voice‐to‐voice interaction). The emotional labour dimensions that are significant predictors of strain outcomes for both groups are examined by multiple regression.Findings – No significant differences were ...
TL;DR: In a paper published in this volume of WES Paul Brook suggests the need to strongly defend Hochschild's emotional labour concept, as it is claimed that I threaten it with extinction with the development of a new typology of emotion management in the workplace as discussed by the authors.
Abstract: In a paper published in this volume of WES Paul Brook suggests the need to strongly defend Hochschild's emotional labour concept, as it is claimed that I threaten it with extinction with the development of a new typology of emotion management in the workplace. This article seeks to reply to Brook's core concerns and deal with issues of substance about the phenomena Brook and I are both interested in. Mainly, how do we conceptualise emotional labour and work, and how might that fit into labour process analysis? In response to the misgivings of Brook, the discussion will reveal why and how there is a need to analytically develop the idea of emotional labour, that the typology of emotion management in the workplace (Bolton, 2005a) offers a nuanced explanatory framework, and that labour process analysis (LPA) is its theoretical home.
Journal Article•
TL;DR: Empirical labor is found to be a new factor that influences burnout of nurses and it is necessary to establish new organizational culture through emotional education programs at the organizational level to reduce nurses' emotional labor.
Abstract: Purpose: This study was to identify the factors that influence the burnout of clinical nurses. Methods: Subjects were 279 nurses in 3 university hospitals at Seoul and Gyunggi province. Data were collected with self-administered questionnaires and analyzed using SPSS 16.0 by applying t-test, ANOVA, Pearson correlation, and Stepwise multiple regression. Result: There are significant differences between burnout and demographic characteristics, such as, age, marital status, education level, clinical career, and position. All variables except emotional labor were negatively correlated with burnout. The emotional labor was positively correlated with burnout. Job satisfaction, emotional labor, self-efficacy, and age had significant influence on nurses' burnout. The explained variances for burnout was 54.8% and job satisfaction was the most significant factor of burnout of nurses. Conclusion: Emotional labor is found to be a new factor that influences burnout. Therefore, it is necessary to establish new organizational culture through emotional education programs at the organizational level to reduce nurses' emotional labor.
TL;DR: In this article, an investigation of the relationship between emotional labor and emotional labor is presented. But they focus on employees who work "with heart" to deliver public services, rather than emotional labor.
Abstract: Recent appreciation for emotional labor draws attention to employees who work “with heart” to deliver public services. This article reports an investigation of the relationship between emotional la...
01 Jan 2009
TL;DR: This article explored the question of what emotions are "appropriate" and when they should be expressed by new teachers, and examined some of the possible trajectories for new teachers as they entered the emotional practice of teaching.
Abstract: I discuss teaching as emotional practice and how that practice is tied to teacher identities. My focus in this chapter is on the first stage of professional induction – the student-teaching experience and how teachers communicate emotions. In other words, I explore the question: what emotions are “appropriate,” and when should they be expressed? I argue that it not unusual for college supervisors and cooperating teachers to empathize with student teachers’ emotions, but assume their emotions can be adjusted with reason or easily ignored. Attempts to separate emotions from or to join them with teaching practice have implications for teacher identity and development. Through a synthesis of these related bodies of literature with examples from my own research on student teachers’ emotional experiences, I examine some of the possible trajectories for new teachers as they enter the emotional practice of teaching.
TL;DR: The dissonance between personal values, attitudes and emotions and the desirable professional intervention procedures might impede nurses' performance in caring for abused women.
Abstract: Title. Caring for abused women: impact on nurses’ professional and personal lifeexperiences.
Aim. This article is a report of a study of the impact of caring for abused women on nurses’ professional and personal life experiences.
Background. Encountering abused women can have emotional, cognitive and behavioural influences on nurses, known as vicarious traumatization. They may feel incompetent to deal with such an overwhelming problem and may avoid screening survivors of abuse. Thus, nurses treating these survivors need to be aware of their attitudes, emotions and differential responses during these interactions.
Method. A phenomenological study was carried out in 2005 in Israel. The data were collected using in-depth, interviews with 22 female Israeli nurses in hospitals and community healthcare clinics.
Findings. Data analysis revealed one main theme, ‘Struggling on work and home fronts’, based on two subthemes: ‘Encounter with domestic violence: a challenge to nurses’ professional role perception’ and ‘Between work and home’. Nurses experience perplexity regarding abused women and their professional care. Encounters with these women challenge nurses’ personal and professional attitudes, as well as influencing their personal lives (intimate relationships, parenthood and gender attitudes). These encounters induce empathy and compassion, but also anger and criticism towards abused women, creating emotional labour for the nurses.
Conclusion. The dissonance between personal values, attitudes and emotions and the desirable professional intervention procedures might impede nurses’ performance in caring for abused women. Implementing training programmes for screening and intervening with abused women might reduce the emotional labour required, enhance nurses’ responses to domestic violence, and enable personal growth.
TL;DR: The effect of care on clinicians, particularly care of dying people, not only affects the wellbeing of clinicians themselves, but also the quality of care that patients receive.
Abstract: Purpose – This paper aims to understand the impact of emotional labour in specific health care settings and its potential effect on patient care. Design/methodology/approach – Multi-method qualitative ethnographic study undertaken in a large ICU in Sydney, Australia using observations from patient case studies, ward rounds and family conferences, open ended interviews with medical and nursing clinicians and managers and focus groups with nurses. Findings – Clinician attitudes to death and dying and clinicians’ capacity to engage with the human needs of patients influenced how emotional labour was experienced. Negative effects were not formally acknowledged in clinical workplaces and institutional mechanisms to support clinicians did not exist. Research limitations/implications – The potential effects of clinician attitudes on performance are hypothesised from clinician-reported data; no evaluation was undertaken of patient care. Practical implications – Health service providers must openly acknowledge the effect of emotional labour on the care of dying people. By sharing their experiences, multidisciplinary clinicians become aware of the personal, professional and organisational impact of emotional labour as a core element of health care so as to explicitly and practically respond to it. Originality/value – The effect of care on clinicians, particularly care of dying people, not only affects the wellbeing of clinicians themselves, but also the quality of care that patients receive. The affective aspect of clinical work must be factored in as an essential element of quality and quality
01 Jan 2009
TL;DR: In this article, the authors focus on teacher emotion from an educational psychology lens and discuss research related to how teachers negotiate relationship boundaries with their students, how teachers develop useful emotional climates in their classrooms, and how teachers attempt to deal with the emotional labor needed in negotiating their role as a teacher.
Abstract: In this chapter we focus on teacher emotion from an educational psychology lens. In doing so, we explicate some of the current theories related to the nature of emotion. In recent years, there has been renewed interest in the debates about the nature and structure of emotion in psychology and educational psychology. In other words, are there distinct categories of emotions (e.g., anger, fear) or is it more useful to conceptualize emotion with a dimensional model (e.g., pleasant vs. unpleasant, active vs. inactive)? We use those perspectives to help us understand teachers’ emotions and discuss research related to how teachers negotiate relationship boundaries with their students, how teachers develop useful emotional climates in their classrooms, and how teachers attempt to deal with the emotional labor needed in negotiating their role as a teacher.