Topic
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.
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TL;DR: In this article, the effects of corporate change programs on the emotions and ultimately the performance of the so-called "middle managers" within these organizations were examined, and the extent to which Hochschild's highly original writing on the commercialization of human feeling is applicable to managers in today's organizations was addressed.
Abstract: This paper addresses the effects of corporate change programmes on the emotions and ultimately the performance of the so-called ‘middle managers’ within these organizations Drawing on empirical data from a recent case study in a large engineering company, the paper addresses the extent to which Hochschild's highly original writing on the commercialization of human feeling (1983) and the concept of emotional labour is applicable to managers in today's organizations Emotional labour is defined as: ‘the management of feeling to create a publicly observable facial and bodily display’ requiring one ‘to induce or suppress feeling in order to sustain the outward countenance that produces the proper state of mind in others’ (Hochschild 1983: 7) The conclusion reached is that emotional labour appears to be a growing but much ignored phenomenon in organizations today, which is worthy of attention and further research by the HRD community
48 citations
01 Jan 2006
TL;DR: In this paper, the authors argue that teachers perform significant emotional labour and that the teaching profession requires strategies to mitigate the negative consequences of emotional labour, with particular focus on technology for managing consequences.
Abstract: Arlie Russell Hochschild’s (1983) The Managed Heart: Commercialization of Human Feeling, documents the institutionalization of emotion. While the teaching profession is not prominently featured in The Managed Heart, teachers offer a compelling example of institutionalized emotion. Not only is emotional labour expected of teachers, but teachers are a significant force in the reproduction of emotional institutionalization. In this paper, I argue that, as a consequence of their professional duties, teachers perform significant emotional labour and that the teaching profession requires strategies to mitigate the negative consequences of emotional labour. I discuss theoretical frameworks for emotion and emotional labour, as introduced by Hochschild and elaborated by others. I then examine the expectations, conditions, and effects of emotional labour for teachers and discuss strategies, with particular focus on technology, for managing consequences of emotional labour. Finally, I consider the possibility of using chatbots as a specific technology-based coping strategy and discuss a chatbot that I created for this purpose.
48 citations
TL;DR: It is argued that the welfare of the recipient of gerontic nursing is linked to the well-being of the nurse-carer but that a cultural change is needed so as to recognize and value emotion work.
Abstract: Mother, daughter, patient, nurse: women’s emotion work in aged care
This paper examines emotion work within the predominantly female environment of aged-care nursing, identifying phenomena which must be accounted for in a theory of emotional labour. These phenomena include the blurring of public and private in women’s experiences and maternal models of care. Initial findings demonstrate the high levels of stress experienced by staff, related to emotional labour and to conflicts around the erosion of care standards. Sixteen women, from rural Australia, participated in the first stage of the research. The oldest was in her sixties, the youngest in her thirties. Length of aged-care experience ranged from 2 to 33 years. Although most of the women expected to still be in aged care in 5 years’ time, they were negative in their attitudes to personal ageing, suggesting an ambivalence in their feelings about working in aged care. Three women nurses are the particular focus of this paper. Their narratives illustrate the intersection of private and public caring in nurses’ lives and the implications of this for emotional labour. Phenomena such as dual caring, conflicts in insider-outsider roles, and transference are revealed in their narratives. We argue that the welfare of the recipient of gerontic nursing is linked to the well-being of the nurse-carer but that a cultural change is needed so as to recognize and value emotion work. However, endorsing Staden, we agree that such a change is dependent on the politicization of ‘caring’. There is also need for further and broader research concerning the nature of emotional labour and the ethics of care.
48 citations
TL;DR: The authors argue that emotion work is an important part of managerial activity, and should be acknowledged and supported by the organisation, and that managers perform unseen yet significant emotion work as part of their role, particularly in a change context.
48 citations
TL;DR: In this paper, the authors discuss the changing role of policing in an era of austerity from the perspective of frontline civilian police staff (call handlers and dispatchers) in a force control room (FCR).
Abstract: This article discusses the changing role of policing in an era of austerity from the perspective of frontline civilian police staff (call handlers and dispatchers) in a force control room (FCR). It draws on a symbolic interactionist framework and the concept of emotional labour (Hochschild 1979; 1983[2012]) in order to explore the emotional responses and strategies engaged in by staff when responding to 101 non-emergency calls and 999 emergency calls. The clash of public and police expectations, and the emotional labour expended when managing this clash, provide a valuable insight into the frontline staff perspective on the changing role of the police under austerity. Data is drawn from ethnographic fieldwork in the control room of a police force in England.
48 citations