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w9-Emotional Labor and Crisis Response, (The Role of the State: Providing…
w9-Emotional Labor and Crisis Response,
background:
I’m holding his hand and just— cold to the touch. And then I can feel his hand getting colder and colder and he’s getting more pale
emotional labor: eliciting a particular emotional state in another person and emotion regulation within oneself
It requires workers to suppress their private feelings in order to show desirable work-related emotions
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“telling” means not only speaking, but also communicating nonverbally via his tone of voice, facial expressions, and physical gestures.
Emotional Labor: What, How, and Why
what
First, at varying levels of intensity, it plays a role in nearly all government jobs.
Second, we found that the performance of emotional labor need not lead to burnout.
- Emotional labor is part of an occupation, not simply something that a person brings to the job (or not).
The characteristics of the job— its purpose and role in the organization, its demands and requirements— determine whether or not job holders will find themselves exerting emotional labor.
- Agencies can screen, train, retrain, and evaluate employees on the quality of emotional labor that they exercise on the job
We sought to define emotional labor and bring it to the fore in public administration practice and scholarship.
how
Emotional labor requires workers to suppress, exaggerate, or otherwise manipulate their own and/or another’s private feelings in order to comply with work-related display rules.
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the contested state
Government policies, when they were most effective, were experimental and often bold, changed pragmatically with the times, and were not beholden to an ideology even in the time of Adam Smith’s great popularity under Jefferson.
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summary: Chronically overlooked stress can erupt into workplace confrontations, not conversations.
The violence cycle begins with words and deeds intended to provoke. Workplaces that fail to reward those skilled in emotion work and that fail to deal with its stressful aspects risk the loss of trained, competent workers. And public administration scholarship that fails to appreciate emotional labor is primed for a metamorphosis of its own, an evolution, a cycle ushering in new ideas.
Human Capital Issues
they are partially correct
Employers’ assumptions about emotional labor influence how they expect employees to handle its effects. These assumptions are influenced by two understandings: dispositional and dramaturgical.
- dispo: emotions arise based on uniquely individual characteristics, wholly unrelated to organizational control.
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“What-to-do” display rules, meaning mandates to express or suppress particular types of emotions, cause the clerks at drive-up hamburger shops to wear a smile and close the transaction with a friendly wish to “have a nice day.” “What-not-to-do” rules result in hiding or faking felt emotions.
emotional labor often requires workers to suppress the emotion they are experiencing and to display a different emotion. We call this false-face acting.
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summary
Workers size up the emotional state of the citizen and then manage their own emotions as well as the emotions of the other. The purpose of this emotion management is to enable the task at hand in order to resolve the problem.
All agree that responders must be well trained in the technical aspects of their jobs. But they must also be trained in the emotive aspects of their work.