New development: A ‘journey of personal and professional emotions'—emergency ambulance professionals during Covid-19

IMPACTThis article explores the consequences of emotional labour on UK NHS ambulance staff and their response to the Covid-19 pandemic. It highlights the challenges faced by ambulance crews while dealing with their emotional labour within the context of organizational settings. Research findings also explain the importance of emergency responders' psychosocial wellbeing. The article has clear relevance as to how frontline staff manage their emotional labour in other emergency service settings, such as the police and fire and rescue services.Alternate :Managing emotions are essential aspect of many jobs, and frontline healthcare workers have to manage and control their emotions while caring for critically ill patients and working in an emotionally-charged dynamic environment;this was particularly the case during Covid-19. Ambulance workers are an important group in this respect but they are currently under-researched. Evidence behind this article comes from data collected from an NHS ambulance trust in England. One of the key contributions of this article is to highlight how frontline ambulance professionals manage their emotional labour while working within the stipulations of organizational constraints.

Content and process approach to the job demands-resources model of emotional labour: A conceptual model

IMPACTThis article's conceptual model provides a holistic lens for exploring the work environment of emotional labour (EL). Research has demonstrated high levels of burnout and mental health issues among EL workers. The negative outcomes associated with EL work are even more pronounced in the present Covid-19 landscape. By understanding EL workers' cognitive processes, organizations stand a better chance of promoting work engagement, well-being, and effective organizational functioning. Practically, organizations may have to provide training and support to line managers to enable them to evolve within the same mindset as EL workers. Senior managers also have to exhibit visible support to workplace initiatives to allow for consistent implementation of job resources.

New development: Ethical dilemmas and emotional labour—what can we learn from the shared Covid-19 crisis?

IMPACTThis article will be of value to public officials and managers who are grappling with the ethical questions arising from public sector work and service delivery. This is especially relevant in the context of Covid-19 where new forms of emotional labour are emerging. Procurement officers and politicians are encouraged to consider the possibilities of unethical behaviour and the consequences.

Emotional Labour During the COVID-19 Pandemic—Current Inquiry and Suggested Future Research Directions

The objective of this article is to examine the impact of macro-extreme emotional experience (MEEE) and the new societal norms during the COVID-19 pandemic on health and well-being and their situational consequences on emotional labour of frontline employees. The vast literature on emotional labour in the past has focused on several situational cues, and individual and organizational factors as antecedents. We did a systematic review of available literature on emotional labour, literature on sentiment analysis and emotional experience during the pandemic and analysed COVID-19 related blogs using Natural Language Processing (NLP) in RStudio. At the same time, we attempted to look at the possible intervention of individual factors of MEEEs and social aspects of the new societal norms as antecedents on emotion regulation process and its outcome and propose a conceptual framework for future research on emotional labour under the ‘new normal'. It was concluded that perceived risk, fear and anxiety are extreme emotions that individuals are experiencing during the pandemic. © 2023 XLRI Jamshedpur, School of Business Management & Human Resources.

Take-off, turbulence and turnaround

PurposeThe aim of this paper is to explore the evolving nature of the work of cabin crew in a Scandinavian carrier in three eras, drawing on theories of gender and emotional labour.Design/methodology/approachThe paper draws on ethnographic data from fieldwork, interviews and documents.FindingsFrom being a feminized and temporary occupation for young, upper- and middle-class women in the 1970s, the occupation became a full-time job and with greater diversity of cabin crew. Today there are signs of the job becoming a precarious and temporary one of demanding and devalorized work in a polarized and class-divided labour market. Changing circumstances impact on the emotional labour requirement and terms and conditions at work.Research limitations/implicationsA limitation is that the research design was not initially longitudinal in the sense that the author does not have exactly the same kind of data from each era. The author has, however, been involved in this field for two decades, used multiple methods and interacted with different stakeholders and drew on a unique data material.Practical implicationsThe development in aviation is contributing to new discriminatory practices, driving employee conditions downwards and changing the job demands. This development will have practical consequences for the lives and families of cabin crew.Social implicationsThe analysis illustrates how work ‘constructs' workers and contributes in creating jobs that are not sustainable for the employees. Intensification of work, insecurity and tougher working conditions also challenge key features in the Nordic model such as proper pay, decent work and a life-long employment. Much indicates that the profession is again becoming a temporary one of demanding work with poor working conditions in a polarized and class-divided labour market.Originality/valueThe research contributes to the literature on emotional labour, gender and the evolving nature of the work of cabin crew. The unique data material, the longitudinal aspect of the research and the focus on a single network carrier are good in charting changes over time.

The status of emotional labour and its influence on job burnout among village doctors during the COVID-19 pandemic in China: a cross-sectional study.

BACKGROUND: Village doctors in China are not only the gatekeepers of rural residents' health but also the net bottom of the medical security system. However, emotional labour is increasingly threatening the stability of the rural primary medical system. In addition, the ongoing coronavirus disease 2019 (COVID-19) pandemic has further exposed the vulnerability of human resources in China's rural health system. This study aims to evaluate the current situation of emotional labour among village doctors and explore the impact of emotional labour on job burnout during the COVID-19 pandemic in China. METHODS: A cross-sectional survey was conducted in December 2021 in Shandong Province. We used structured questionnaires to collect data, including sociodemographic characteristics, emotional labour, and job burnout. Data were analysed by t test, analysis of variance (ANOVA), Pearson correlation analysis, and hierarchical multiple linear regression. RESULTS: A total of 1,093 village doctors from Shandong Province participated in the study. More than half of the participants were male (62.40%) and were between 41 and 50 years old (53.43%). The total mean score of emotional labour was 3.17 ± 0.67, of which the surface acting (SA) score was 2.28 ± 0.90, and the deep acting (DA) score was 3.91 ± 0.93. There were significant differences in SA according to gender and work content (P < 0.05) and in DA according to gender, age, education level, and work content (P < 0.05). Pearson correlation analysis showed that SA was positively correlated with job burnout (P < 0.001), and DA was negatively correlated with job burnout (P < 0.001). Hierarchical multiple linear regression analysis revealed that 29% of the variance in job burnout is attributable to SA (ß = 0.530, P < 0.001) and DA (ß = -0.154, P < 0.001). CONCLUSION: Village doctors in Shandong Province performed moderate levels of emotional labour during the COVID-19 pandemic. SA had a significant positive effect on job burnout, while DA had a significant negative effect on job burnout among village doctors. Administrators should enhance training on emotional labour for village doctors to play a positive role in alleviating their job burnout.

Impact of nurses' emotional labour on job stress and emotional exhaustion amid COVID-19: The role of instrumental support and coaching leadership as moderators.

AIM: This study examines Pakistan nurses' emotional labour and stress in health care emergencies, specifically their emotional exhaustion and availability of support of organization and management to alleviate the effects. BACKGROUND: As COVID-19 pandemic has been declared a global outbreak and many countries have enacted medical emergencies, this has increased job demands and expected desired emotional expressions from frontline workers. Such high levels of job demand contribute to various stress reactions among employees. METHODS: Authors applied a longitudinal design, using an experimental approach, to collect data from 319 nurses serving in 107 government hospitals in Pakistan. The authors surveyed nurses at two time points with the interval of 3 months by using an online questionnaire tool. At one time, they asked nurses to report on emotional labour, stress and exhaustion. In the second phase, after providing supports (during interval phase) at different levels, the authors repeated the same scales from same participants in addition to instrumental support and coaching leadership. Data were processed using SPSS-Amos for elementary analysis and SPSS-process macro software for robustness and hypotheses testing. RESULTS: The findings indicate that job stress fully mediates the relationship between surface acting and emotional exhaustion in controlled phase and partially mediates in intervention phase. Furthermore, in intervention phase, instrumental support moderates and alleviates positive effects of emotional labour on job stress, and coaching leadership moderates and lessens positive effects of job stress on emotional exhaustion. CONCLUSION: This research concludes that health care organizations can alleviate emotional exhaustion caused by emotional labour and job stress amid emergencies by providing support at different levels: organizational and managerial. However, the effectiveness of these supports depends on high to low levels. IMPLICATIONS FOR NURSING MANAGEMENT: This study demonstrates that to handle and support emotional labour and job stress to avoid emotional exhaustion in health care emergencies, organizational supports matter. Support at organizational level can include instrumental support. At managerial level, holding a coaching leadership style can foster external facets of management while uplifting the internal support qualities of confidence and self-awareness that improve the individuals' ability to lead; work with paradox and uncertainty.

‘Very unsure of what’s to come’: Salon worker experiences of COVID-19 in Australia during 2020

During Australia’s first nationwide lockdown due to COVID-19 in 2020, hairdressers and barbers were allowed to remain operating while beauty salons and similar businesses were ordered to shut. This article offers some preliminary insights into the impact of the pandemic on salon workers during the period, in particular the additional emotional labour required. Drawing on a survey of salon workers based in Australia (n = 92), this article considers the emotional labour involved in salon work in tandem with the impact of COVID-19 disruptions on this workforce. Results of the survey reveal the variety of emotional disclosures that salon workers generally encounter from clients and how these disclosures continued during the period, as well as the emotions experienced by workers themselves. Survey results suggest that many salon workers, who were themselves experiencing heightened levels of physical, emotional and financial vulnerability, were expected to continue their emotional roles for clients during a period of high anxiety and stress. This work suggests that future decision making ought to consider the impact on, and how best to support, all workforces who remain in operation during lockdowns, particularly emotional labourers, and not just those typically imagined as ‘essential’. (English) [ FROM AUTHOR] Durante el primer confinamiento nacional en Australia debido a la COVID-19 en 2020, se permitió que los peluqueros y barberos siguieran funcionando mientras se ordenaba el cierre de los salones de belleza y negocios similares. Este artículo ofrece algunas aportaciones preliminares sobre el impacto de la pandemia en los trabajadores de salones de belleza durante este período, en particular, sobre el trabajo emocional adicional requerido. A partir de una encuesta a trabajadores de salones de belleza localizados en Australia (n = 92), este artículo considera el trabajo emocional involucrado en el trabajo del salón de belleza junto con el impacto de las disrupciones provocadas por la COVID-19 en este grupo de trabajadores. Los resultados de la encuesta revelan la variedad de las revelaciones emocionales que los trabajadores del salón generalmente reciben de los clientes y cómo estas revelaciones continuaron durante este período, así como las emociones experimentadas por los propios trabajadores. Los resultados de la encuesta sugieren que se esperaba que muchos trabajadores de salones de belleza, que experimentaban niveles elevados de vulnerabilidad física, emocional y financiera, continuaran con sus roles emocionales hacia los clientes durante un período de alta ansiedad y estrés. Este artículo sugiere que la futura toma de decisiones debería considerar el impacto sobre todos los trabajadores que permanecen activos durante los confinamientos (y la mejor forma de apoyarlos), en particular los trabajadores emocionales, y no solo aquellos en los que normalmente se piensa como ‘esenciales’. (Spanish) [ FROM AUTHOR] Lors du premier confinement dû au Covid-19 décrété à l’échelle nationale en Australie en 2020, les coiffeurs et barbiers ont été autorisés à rester en activité alors que les salons de beauté et autres commerces similaires ont reçu l’ordre de fermer. Cet article offre des pistes de réflexion sur l’impact de la pandémie sur les travailleurs des salons de beauté pendant cette période, en particulier le travail émotionnel supplémentaire requis. Sur la base d’une enquête menée auprès de travailleurs de salons de beauté situés en Australie (n = 92), cet article examine le travail émotionnel qu’implique le travail en salon, ainsi que l’impact des perturbations liées au Covid-19 sur ces travailleurs. Les résultats de l’enquête révèlent la variété des révélations émotionnelles que les travailleurs des salons de beauté reçoivent habituellement des clients et comment ces révélations se sont poursuivies pendant cette période, ainsi que les émotions ressenties par les travailleurs eux-mêmes. Il ressort ainsi que de nombreux travailleurs des salons de beauté, qui étaient à ce moment-là eux-mêmes confrontés à des niveaux élevés de vulnérabilité physique, émotionnelle et financière, devaient continuer à jouer leur rôle émotionnel auprès des clients pendant cette période d’anxiété et de stress élevés. Ce travail tend à indiquer que les décisions futures devraient prendre en compte l’impact sur tous les travailleurs qui restent en activité pendant les confinements – et la meilleure façon de les soutenir –, en particulier les travailleurs émotionnels, et pas seulement ceux qui sont généralement décrits comme « essentiels ». (French) [ FROM AUTHOR] Copyright of Current Sociology is the property of Sage Publications Inc. and its content may not be copied or emailed to multiple sites or posted to a listserv without the copyright holder's express written permission. However, users may print, download, or email articles for individual use. This may be abridged. No warranty is given about the accuracy of the copy. Users should refer to the original published version of the material for the full . (Copyright applies to all s.)

Collegiality, emotional labour and compassion in the academy: an autoethnographic study of Covid-19

Purpose: The paper draws upon autoethnographic accounts from two academic staff in a private higher education institution (HEI) in London, UK who try to make sense of their teaching and learning practices during the pandemic. Even though studies have looked into the impact of Covid-19 on teaching and learning and on students, this paper reflects on the experience of lecturers with a focus on their emotional labour and stressors during remote teaching and working. Design/methodology/approach: This is a small case study of two colleagues from a small private institution in London, UK, which is based on autoethnography. The authors draw on personal notes, emails and other written artefacts alongside our memories of our lived experiences of the pandemic. Findings: The authors’ reflections focus on the need for institutional collegiality as avenues to network and collaborate beyond institutions which have been limited (despite the increased interactions online) and the need to acknowledge emotional labour while providing spaces for staff to discuss their everyday experiences. The authors argue for a renewed importance for creating a sense of community during times of uncertainty and beyond. If these structures are put into place, the conditions to support teaching and learning will also strengthened. Originality/value: There is a dearth in research which discusses emotional labour and the importance of community and collegiality on campuses and in the new way of working remotely. This paper adds to the empirical basis of such research and hopes to encourage others to share their experiences of emotional labour in the academy. © 2022, Emerald Publishing Limited.

Job experience as a buffer against incivility: a daily diary study

Purpose>Incivility is pervasive in organisational settings, particularly in healthcare, and is associated with negative employee outcomes. The aim of this study was to analyse the relationships between experienced incivility, sleep quality and emotional outcomes, positioning sleep quality as a mediator. Additionally, the protective role of tenure and the unique effects of incivility from different sources were examined.Design/methodology/approach>This study used a daily diary longitudinal design using self-report questionnaires with 92 nurses of varying tenure.Findings>This research demonstrates that experiencing incivility negatively impacts sleep quality, which, in turn, increases surface acting and emotional exhaustion. Furthermore, the negative relationship between incivility and sleep quality is attenuated among nurses who have longer tenure.Practical implications>These findings are helpful in developing targeted practical practices, such as incivility interventions and mentorship programs to reduce the incidence and impact of incivility.Originality/value> This study draws upon theories of self-regulation and emotion regulation to examine how incivility diminishes self-control resources, leading to negative outcomes. This study also positions job tenure as a buffer against incivility and examines the differential impact of different sources of incivility.

The Relationship between Online Education Pre-school Teachers' Personality Traits and Job Satisfaction during the COVID-19: The Mediation of Emotional Labour

Online education is an important way to teach students in COVID-19. Online education pre-school teachers as high emotional workers, coupled with the influence of COVID-19, their different emotional labour strategies will have different effects on job satisfaction. Our study investigated the relationship between personality traits, emotional labour and job satisfaction during the COVID-19. A questionnaire survey was administered to 450 pre-school teachers that they worked online at home in China using the Personality Trait Inventory, Emotional Labour Scale and Job Satisfaction Inventory. The results showed that the COVID-19 significantly impacted pre-school teachers' personality traits and emotional labour. First, the Big Five Personalities were significant influences on the emotional labour of pre-school teachers, with openness and agreeableness being strong predictors of surface acting, agreeableness, conscientiousness, openness, and extraversion being effective predictors of deep acting, and agreeableness, conscientiousness, and openness being effective predictors of natural expression. Among them, the most common type of emotional labour for pre-school teachers was deep acting. Secondly, the greatest influence on job satisfaction was openness and agreeableness in the Big Five Personality dimensions. Their effect sizes on job satisfaction were 0.246 and 0.223, respectively. Nervousness was not significantly related to job satisfaction of pre-school teachers. Finally, the Mediation of deep acting and natural expression were more significant between different personality dimensions and job satisfaction of pre-school teachers. © 2021 ACM.

Re-ordering connections: UK healthcare workers' experiences of emotion management during the COVID-19 pandemic.

This paper examines the impact of disruptions to the organisation and delivery of healthcare services and efforts to re-order care through emotion management during the COVID-19 pandemic in the UK. Framing care as an affective practice, studying healthcare workers' (HCWs) experiences enables better understanding of how interactions between staff, patients and families changed as a result of the pandemic. Using a rapid qualitative research methodology, we conducted interviews with frontline HCWs in two London hospitals during the peak of the first wave of the pandemic and sourced public accounts of HCWs' experiences of the pandemic from social media (YouTube and Twitter). We conducted framework analysis to identify key factors disrupting caring interactions. Fear of infection and the barriers of physical distancing acted to separate staff from patients and families, requiring new affective practices to repair connections. Witnessing suffering was distressing for staff, and providing a 'good death' for patients and communicating care to families was harder. In addition to caring for patients and families, HCWs cared for each other. Infection control measures were important for limiting the spread of COVID-19 but disrupted connections that were integral to care, generating new work to re-order interactions.

The emotional labour of academia in the time of a pandemic: A feminist reflection.

During the COVID19 pandemic, emotional labor has become an indispensable resource in social work, providing comfort, strength, and focus for many. Within the social work academy, emotional labor has been required to support students, especially as education has moved quickly into online and remote teaching modes. For the majority female social work educators, the pandemic has also led to a rise in caring responsibilities, especially for children. This personal essay explores the experience of a female, early career social work academic in negotiating the use of emotional labor simultaneously in paid and unpaid roles during the pandemic. This exploration is contextualised within the neoliberal university and its expectation of how emotional labor should be used to meet student and business needs. The essay questions the individualized practice and responsibility of emotional labor and questions alternative ways to meet the emotional needs of individuals, families, and universities during the COVID19 pandemic.

Emotional Resilience and Bariatric Surgical Teams: a Priority in the Pandemic.

The infection control measures implemented as a result of COVID-19 led to a postponement of bariatric surgical procedures across many countries worldwide. Many bariatric surgical teams were in essence left without a profession, with many redeployed to other areas of clinical care and were not able to provide the levels of patient support given before COVID-19. As the pandemic continues, some restrictions have been lifted, with staff adjusting to new ways of working, incorporating challenging working conditions and dealing with continuing levels of stress. This article explores the concept of emotional labour, defined as 'inducing or suppressing feelings in order to perform one's work', and its application to multidisciplinary teams working within bariatric surgery, to offer insight into the mental health issues that may be affecting healthcare professionals working in this discipline.