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Emotional Labor and Crisis Response: Working on the Razor's Edge…
Emotional Labor and Crisis Response: Working on the Razor's Edge
Emotional Labor as Public Good and the State as Harbor of Refuge (Chapter 1)
Emotional Labor: the management of feeling to create a publicly observable facial and bodily display: that is necessary for doing the job. (Hochschild 1983)
Situation modification: effort to modify the situation so as to alter its emotional impact
Attention deployment: How individuals direct their attention within a given situation in order to influence their emotions
Response modulation: effort to influence responding (physiological, experiential, or behavioral) as directly as possible
The "What" of emotional Labor
1) varying levels of intensity
2) performance of emotional labor may not lead to burnout
3) It's part of an occupation, not something a person brings to a job
4)Agencies can screen, retain, and evaluate employees on the quality of emotional labor
The "How" of emotional labor
Different for public sector: they target vulnerable populations or ppl in vulnerable situations
Examined crisis response employees due to their capacity to manage their own and others' emotions.
The "Why": Emotion Regulation and Cognitive Performance
Mainstream public admin focuses on "politics-administration dichotomy:" assumption that permits researchers to study administration in isolation from politics. Silences emotional labor.
Cognitive consequences of emotion regulation
Human Capital Issues (Chapter 3)
Employers' assumptions about emotional labor influence how they expect employees to handle its effects
Strategies for Dealing with the Downside
Critical incident stress management: combating the harmful effects of emotionally intense work.
Self-care plans: specifying personal goals for yourself on an annual basis in order to minimize burnout
Traits to Look for When Hiring Emotional Laborers
Seek people who are aware of their own reactions to trauma and the need to deal openly with experiences
Training and Supervision
Best trainings are those that focus on trauma and what victims of trauma experience as well as what workers may experience in the form of vicarious trauma
Overcoming Emotion Overload
Staff development: self-awareness is key to manage stress. "critical incident stress management