Emotional Labor & Crisis Response (Training & Supervision (Staff…
Emotional Labor & Crisis Response
"management of a feeling to create a public observable facial and bodily display"
Requires work to suppress private feelings in order to show desirable work emotions
Absent from job descriptions
Plays a role in governmental jobs
Front line jobs - dealing with citizens or customers
Strategies for emotionally intense situations
Crisis response jobs - paramedic etc
There's a relationship between emotion and cognition
Studies show regulation not experience of emotions impairs cognition
Ignoring emotional labor demands can impair public service work
Denver Crisis Center
"If you can't take care of yourself, you can't take care of the victim"
Employers' assumptions about emotional labor
Emotions arise based on individual characteristics
Emotions arise based on social interaction
Subject to organizational control i.e. org determines what is okay
Strategies for dealing with emotional labor
"Critical Incident Stress Management"
Meetings where there's a counselor to debrief intense situations
Designed to deal with specific feelings that are tapped by call
Designed to overcome blocks, but sometimes do not succeed
Employees set personal goals to keep them preemptively healthy
Prevents burn out "crisp"
Responders who succeed in preventing burnout learn to treat mistakes as learning opportunities
Look for emotional laborers during recruitment process
Looking for self awareness/management
Training & Supervision
"Multiple trips up the stairs"
Helps workers deal with emotional baggage of continuous trips
Org culture dictates which emotions are okay to display
Help workers deal with emotional overload
Make sure team members still find the work satisfying.