1. Reconsidering the Role of Emotion in Work Emotional experiences -- active interpretations and responses to events, people, and objects in a given situation Emotion scripts are socially constructed, contextually-based, and contested

2. NPR … What emotions do characters in this NPR story convey in recounting and making sense of their Hurricane Katrina experiences? How do they cope with the emotional demands of their work?

3. Emotional Labor Inducing, fabricating, or suppressing emotions for commercial purposes Instrumental role of emotional expression in achieving goals Cultural understandings shape the emotional lives of employees Psychological benefits & costs

4. Seeking Emotional Labor: When Managing the Heart Enhances the Work Experience Shuler & Sypher (2000), Management Communication Quarterly Purpose Method Findings

5. Identify occupations guided by different emotional demands than 911 dispatchers or first-responders –How do the job duties related to emotional expectations and performances of employees?

6. Questions to Consider What are dominant societal expectations for emotional expressions in health care encounters? How are these expectations created and maintained? How do Dr. K and Dr. Pete illustrate and/or defy expectations for doctor-patient communication?

7. Developing Expectations for Emotional Performances Assimilation: –Process by which an individual becomes integrated into the culture of an organization Organizations socialize individuals into values and communicative norms as well as requirements of position/role Newcomers influence organizational environment by bringing their own personal beliefs, skills, and attitudes

9. Historical Perspectives on Emotion and Work Relegated to private sphere (e.g., classical perspectives) Side-effect of labor (e.g., Human Relations) Tool of management control – arousing emotions step in process of cultivating motivation, loyalty, and commitment (e.g., Human Resources) Rules for emotion management are key element of organizational cultures Performance of emotion might be an integral part of working (e.g., cultural and critical perspectives)