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Emotion labor at 911: A case study and theoretical critique

175 citations0/0 files storedJournal of Applied Communication Research

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Emotional Labor in Professions Job Satisfaction and Organizational Behavior Language, Discourse, Communication Strategies

Abstract

This study of 911 call‐takers describes the different ways human feeling is understood, expressed and managed in the emotionally‐charged atmosphere of an emergency 911 communications center. After reviewing past work on emotion labor and organizational burnout, we describe the data, qualitative methods, and the role of call‐takers at Citywest Emergency Center. The heart of the paper is a description of the emotional landscape at 911, the organization's emotion rules, and the communicative devices call‐takers use to manage their emotion. Based upon this 911 case, we critique several assumptions made in past emotion labor and organizational burnout studies. The paper concludes with implications for emergency communications call‐taking.

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1968The Discovery of Grounded Theory: Strategies for Qualitative Research.1979The Social Psychology of Organizations.1986Research in Organizational Behavior.1984The Managed Heart: Commercialization of Human Feeling 1979Emotion Work, Feeling Rules, and Social Structure 1994Qualitative Communication Research Methods 1986Research Interviewing: Context and Narrative 1982Burnout: The Cost of Caring

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2007Compassionate Communication in the Workplace: Exploring Processes of Noticing, Connecting, and Responding 2005The Socialization of Emotion: Learning Emotion Management at the Fire Station 2005Locking Up Emotion: Moving Beyond Dissonance for Understanding Emotion Labor Discomfort The paper uses data from the author's dissertation, expertly advised by Dr. Stanley Deetz at the University of Colorado-Boulder. Earlier versions were presented at the annual meeting of the Western States Communication Association, 2004 and the International Communication Association, 2001.2004The Construction of Correctional Officers: Layers of Emotionality Behind Bars 2011

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