The focus of this study was on the regulation and management of emotions among professional nurses in a critical care unit in a private hospital in Gauteng. The aim of this project is to explore and describe the level of resilience of professional nurses, in this case specifically, critical care nurses. The background portrays a journey from emotions and emotional experiences as main focus. The main focus was transformed into sequential emotion regulation and management as precursors to emotional intelligence. An initial literature investigation into emotional intelligence among professional nurses in general indicated that: Much international and national research has been conducted on emotional intelligence among nurses; emotional intelligence is an essential aspect of nursing, as an emotion-laden profession; and emotional intelligence implies positive benefits for nurses. The purpose of this study was to enhance professional nurses‟ regulation and management of their emotions in a critical care unit in a private hospital in Gauteng in order to enhance the level of emotional intelligence. Methodology: A qualitative, phenomenological research design was most suitable for this research that was also explorative, descriptive and contextual and within a case study strategy, combined with the use of interviews. C purposive sampling (Botma, et al., 2010:126) was used to select participants. ASE records included incident reports; organisational records of employee satisfaction, as well as documents that portrayed the care rendered in the unit. Participants were informed about the research by means of a PowerPoint presentation. The sample size was established once the research by saturation of data (Botma et al., 2010:200). Participants were informed about the research by means of a slideshow. Conclusion The results re-confirmed the existence of emotional labour in the critical care unit, as well as the different emotions experienced in the critical care unit. Results reflect the strain critical care nurses need to cope with, and the different ways they use to regulate these emotions and emotional experiences. / Thesis (MCur)--North-West University, Potchefstroom Campus, 2013

Thesis (M.Comm. (Industrial Psychology))--North-West University, Potchefstroom Campus, 2008.

Thesis (M.Comm. (Industrial Psychology))--North-West University, Potchefstroom Campus, 2008.

As contemporary health care organizations struggle to control costs, yet deliver quality patient-centred care, the concept of care becomes socially transformed through the use of quality improvement models (i.e., Lean methodology) and quality assurance documentation. This research investigates how nurses’ care work is socially organized in a system that defines care through quality management practices. I use Dorothy E. Smith’s Institutional Ethnography as a feminist mode of inquiry and as a guiding framework for my interviews with nurse participants as I explore the complex social relations within the health care system from the vantage point of nurses undertaking care work. I argue that the social reorganization of care work has affected the emotional lives of nurses as they try to balance actual patient-centred care with their reporting obligations under quality management.

Performing emotional labour in health care has been widely studied. However, there is a gap in the literature regarding mental health care. Therefore, the aim of this study was to identify (1) the method of emotional labour (i.e. hiding, faking, deep acting) adopted by mental health workers when interacting with patients; (2) the consequences associated with performing emotional labour- burnout, job satisfaction, and stress; and (3) which of these variables mentioned above predict the health and well-being of mental health workers. Findings revealed greater use of hiding emotions, than deep acting or faking emotions with patients. Several consequences, both positive and negative were identified. Among the negative consequences found, performing emotional labour through hiding and faking emotions was associated with burnout, job dissatisfaction, and stress. Conversely, through deep acting, increased personal accomplishment and job satisfaction was confirmed. No association between emotional labour and psychological distress, and physical symptoms were found.

I dagens samhälle där servicesektorn är väl utbredd aktualiseras begreppet bra bemötande då ingen individ vill uppleva att de inte blir lyssnad på eller att de får ett dåligt bemötande. Vårdyrket är ett serviceyrke som innefattar känslomässigt arbete då personalen och brukaren skapar en relation med varandra. Inom hemtjänsten är det på ytterligare en intimare nivå då arbetet sker i brukarens privata hem. Genom att Socialstyrelsen har utformat Nationell värdegrund efter regeringens direktiv har målet med bra bemötande formaliserats för all vårdpersonal i Sverige. I denna studie har det undersökts hur personal inom hemtjänsten i två västsvenska kommuner förhåller sig till begreppet bra bemötande och vilka strategier de använder sig av för att uppnå detta mål. För att kunna genomföra studien har vi använt oss av en kvalitativ metod och med hjälp av semistrukturerade intervjuer har vi samlat in empiri. Vi intervjuade sex respondenter, varav tre var män och tre var kvinnor. Resultatet visar att respondenterna använder sig av likartade strategier för att uppfylla målet om bra bemötande. Dock är det snarare förväntningarna från brukaren som påverkar respondenterna mest. För de manliga respondenterna anses det vara en fördel att manifestera maskulinitet genom att vara fysiskt stark eller lång.  Alla respondenter upplever att de kvinnliga brukarna hellre vill ha manlig personal för att konversera med än att de ska utföra sina arbetsuppgifter. De kvinnliga respondenterna upplever att det ställs högre krav på att de utför sina arbetsuppgifter. / In today's society, where the service sector is well-widespread, the concept of good treatment becomes actualized, since no individual wants to experience that they are not listened to or receive a bad response. Health care includes emotional work where the staff and the user create a relationship with each other. With in-home care, it is at an even more intimate level when work is done in the private home of the elder. Because the National Board of Health has formulated National Value Based on the Government's Directive, the goal of good treatment has been formalized for all health care professionals in Sweden. In this study, it has been investigated how home service personnel in two Western Swedish municipalities relate to the concept of good treatment and what strategies they use to achieve this goal. In order to complete the study we have used a qualitative method with the aid of semi- structured interviews. We interviewed six respondents, three of whom were men and three were women. The result shows that respondents use the same strategies to fulfill the goal of good treatment. However, it is rather the expectations of the elder that affect the respondents the most. For the male respondents, it is considered an advantage to manifest masculinity by being physically strong or long. All respondents perceive that the female elders would rather have male staff to converse with than to perform their duties. The female respondents perceive that higher demands are made on the performance of their duties.

This thesis takes as its starting point the dramaturgical metaphor of the world as a stage, which is used in sociological role theories. These theories often presume what stage acting is about in order to use it as a simile for every day acting. My intention is to investigate how stage actors actually work with their roles, in particular how they work with emotions, and how it affects their private emotions. The thesis draws on participant observation and interviews with actors during the rehearsal phase of two productions at a large theatre in Sweden. The results show that the inhabiting of a role for the stage is more difficult and painstaking than has been assumed in role theories so far. Shame and insecurity are common, particularly in the start up phase of the rehearsals. Interestingly, these emotions do not disappear with growing experience, but instead become recognized and accepted as part of the work process. The primary focus is the interplay between the actors' experience and expression of emotions, often described in terms of surface and deep acting, concepts which are elaborated and put into a process perspective. Analysis of the rehearsal process revealed that actors gradually decouple the privately derived emotional experiences that they use to find their way into their characters from the emotions that they express on the stage. Thus private experiences are converted to professional emotional experiences and expressions, triggered by situational cues. When the experience has been expressed the physical manifestation can be repeated with a weaker base in a simultaneous experience, since the body remembers the expression. It is important though, that the emotional expression is not completely decoupled from a concomitant experience; then the expression looses its vitality. The ability to professionalize emotions makes the transitions in and out of emotions less strenuous but can infiltrate and cause problems in the actors' intimate relations.

Although sexual abuse is a problem in all age groups, the group which is the most exposed is women between 16 and 24. Many of these youths, boys and girls, are contacting youth centres for support and help regarding sexual assault, mental illness and sexuality. Counsellors working at the youth centres treats youths with experience of sexual abuse in their daily work.This study’s purpose is to demonstrate the counsellor’s experience when meeting these young people. Issues concerned are how we talk about sexual abuse, which emotions are raised among the counsellors during these conversations and which of these emotions that the counsellors feel the need to hide in the conversation.  The study’s material is based on four different interviews with counsellors from youth centres. The questions are being analysed with help of Goffman’s sociological theory expound in The Presentation of Self in Everyday Life (1956) and Hochschild’s theory of emotional labour. The results show that the counsellors focus a lot on reducing guilt and shame among the children and youths. The result also shows that the meeting causes strong and heavy emotions among the counsellors. Opinions about which emotions that are okay to show and not okay to show when taking care of the youths are diverged.

To a student, postgraduate research is often characterised as a very emotional process, more often associated with negative emotion that may hinder successful and speedy completion of the postgraduate degree. The supervisory relationship may impact greatly on the emotion the student experiences. Emotional labour is the induction or suppression of emotion in order to sustain an outward appearance. Being bound in a professional and often subordinate relationship, the student may not be willing, or able to, outwardly display their emotions. Yet, the existence of, and experience of emotional labour on students in a postgraduate supervisory relationship have not been studied to date. The purpose of the study is to explore the meaning and existence of emotional labour within the postgraduate supervisory relationship from a student’s perspective. By using a qualitative, descriptive approach, in-depth information has been gathered by means of three focus groups. The focus groups consisted of students at different stages of the postgraduate supervisory process. The study resulted in the linking of a student’s perspective of the supervisory process to the emotional labour process. It was found that emotional labour is indeed present in the postgraduate supervisory process, but is dependent on the relationship between the supervisor and the student. Since emotional labour has limitedly been explored in the academic environment, it is believed that supervisors as well as students can benefit from this exploration in this fresh context. This linking of emotional labour to the supervisory process is only the first stage in this research and seeks only to describe the process. / Dissertation (MCom)--University of Pretoria, 2012. / Human Resource Management / unrestricted

Nowadays the service industry is heavily influenced by a commercialization of theemployees' feelings. In order to gain loyal customers the employees have to be complaisantand accomplish a good relationship with the customers. If the employees are having a badday or are in a bad mood they therefore need to perform emotional labour to be able toexpress the expected feelings related to the service industry. The purpose of this study is tocontribute with knowledge about how the performance of emotional labour work influencesyoung female store employees' private social relations. We also aim to provide anunderstanding of to what extent emotional labour is performed and which other aspects maybe relevant regarding emotional labour. The results of this study is based on qualitativeinterviews with young female store employees, who are working or in the recent months haveworked with service within the retail industry. The theoretical framework consists of ErvingGoffman’s theory of The dramaturgical perspective along with Arlie Hochschild’s conceptsof feeling rules, emotional work and emotional labour . The results of the study showed thatthe interviewees perform emotional labour with surface acting more often than deep acting.What is also demonstrated in the results is that interactions with customers matters for theinterviewees’ mood and energy in their private life. The final conclusion of this study is thatmost of the interviewees, more or less are experiencing emotional labour to affect theirprivate social relations. / Inom servicebranschen har en förändring skett i att butiksanställdas känslor har blivitkommersialiserade. Att vara trevlig och få kunden att känna sig uppskattad ses som en viktigdel av marknadsföringen ur ett konkurrensperspektiv. Om de butiksanställda har en dålig dageller är på dåligt humör behöver de utföra ett emotionellt lönearbete för att kunna leva upp tillförväntningarna som finns på deras känslor. Syftet med denna studie är att bidra med kunskapom vilken betydelse det emotionella lönearbetet har för unga butiksanställda kvinnors socialarelationer utanför arbetet. Intentionen är även att bidra med en förståelse för hur emotionelltlönearbete kommer till uttryck och vilka aspekter som kan vara av betydelse för utförandet avdet emotionella lönearbetet. Studiens resultat grundar sig i kvalitativa intervjuer med ungabutiksanställda kvinnor som arbetar eller har arbetat med service inom handelsbranschen. Detteoretiska ramverket utgörs av Erving Goffmans teori Det dramaturgiska perspektivet , samtArlie Hochschilds teori om känsloregler, emotionellt arbete och emotionellt lönearbete .Resultaten av studien visar att intervjupersonerna utför ytagerande oftare än de utfördjupagerande. Studien visar även att interaktioner med kunder är av betydelse förintervjupersonernas humör och energi i privatlivet. Slutligen visar resultatet att detemotionella lönearbetet upplevs mer eller mindre ha påverkat de flesta intervjupersonernassociala relationerna efter arbetstid.