Emotional labor

About: Emotional labor is a research topic. Over the lifetime, 3948 publications have been published within this topic receiving 112110 citations. The topic is also known as: emotional labour.

“It’s Time, Put on the Smile, It’s Time!”: The Emotional Labour of Second Language Teaching Within a Japanese University

Abstract: Interest in the emotional dimension of language learning has been growing in recent years as researchers try to understand what role students’ emotions play in the complex processes involved in second language acquisition. This chapter represents a new conceptual direction within language learning research because rather than focusing on learners’ emotions, it provides an in-depth account of the emotional labour performed by instructors. Emotional labour is the forced management of one’s emotions in order to conform to the social norms associated with a professional role. Teaching involves high levels of emotional labour as teachers are required to manage and display particular emotions in appropriate ways in front of students. Reflecting the dynamic and shifting nature of emotional states, the chapter draws from data collected during a series of semi-structured interviews to report upon the surface acting, deep acting and the suppression of emotions performed by a sample of language instructors teaching English within a Japanese university. As emotions are socially and culturally derived, the chapter examines issues surrounding emotional labour within intercultural contexts, and considers potential links between emotional labour, teacher stress and burnout.

Exploring antecedents and consequences of burnout in a call centre

Abstract: The aim of this study was to investigate the relationship between six characteristics of call centre work environments, burnout, affective commitment and turnover intentions. These characteristics were competing management goals, work overload, electronic performance monitoring, lack of career opportunities, lack of skill variety and emotional labour. A convenient sample of employees (N = 146) was obtained from a call centre. Multiple regression analysis showed that work overload, lack of career opportunities, skill variety and emotional labour were the most important predictors of burnout. Burnout had a direct effect on turnover intentions. Affective commitment partially mediated the relationship between burnout and turnover intention.

Professional identity and the Clinical Research Nurse: A qualitative study exploring issues having an impact on participant recruitment in research.

Abstract: Aims The aim of this study was to explore the experiences of Clinical Research Nurses, with an emphasis on factors that may have an impact on successful study delivery. Background The Clinical Research Nurse workforce is pivotal to improving health outcomes through supporting research-active health economies. Investment in research infrastructure has led to nurses and midwives increasingly undertaking extended roles to deliver clinical research. Despite such opportunities, the recruitment of sufficient participants into research studies remains problematic. A growing body of literature is exploring barriers to successful study delivery, indicating the emergence of a caring-recruiting dichotomy in clinical research staff. Design This qualitative study investigates the experiences of Clinical Research Nurses delivering research in the United Kingdom National Health Service. Methods Four Focus groups (total 19 participants) were conducted in a large North East National Health Service Foundation Trust from November 2015 - February 2016. Findings Thematic analysis identified perceptions of the role in the wider context of professional identity. Role transition, altered relationships and workload complexity, affected participants’ practice, leading to inconsistency between core clinical values and perceived identities as research delivery staff. A duty of care as patient advocates contrasted elements of the work reflecting that of salespeople. The emotional labour of approaching patients and unease regarding peer perceptions of the Clinical Research Nurse role, affected the positive aspects of research delivery. Conclusion Professional-identity and self-concept appear to have an impact on practice in a research delivery role. Further research should explore these issues further, to enlighten the basis on which such feelings are positioned and to work towards practical solutions.