There is currently little research focusing specifically on the emotional labour and regulation of academic staff in higher education institutions. This study provides insight into the emotional labour regulation strategies that academic staff use within the higher education context. This research both explores and describes the emotional regulatory strategies that lecturers (including senior lecturers, associate professors and professors) use in a research-intensive academic institution in the South African context. Although previous research has shown that emotional labour is relevant in the higher education context for academic staff, little research has been conducted to uncover which regulation strategies academic staff use and why these strategies are employed. This study was conducted using a qualitative method, in which a combination of snowball, convenience and purposive sampling strategies was used to gain access to the intended sample of fifteen participants. Face-to-face semi-structured interviews were the source of data collection and thematic analysis was used to analyse the data collected. Emotional labour has been shown to affect the well-being of professionals in their workplace. Therefore, monitoring and controlling emotional labour is of paramount importance for a healthy workforce. In a higher education environment, the well-being of students is directly influenced by the well-being of the staff and the overall effectiveness of service delivery by the organisation (in terms of research outputs as well as teaching and learning). Evidently, the emotional labour and regulation thereof of the individual academic staff member may have far-reaching effects. This study confirmed that emotional labour is experienced by academic staff within the university context. Moreover, the academic work context of academic staff involves a high degree of interaction with people that includes a range of diverse job tasks. The perceived display rules of the university were defined and described in this study. The emotional labour regulation strategies that academic lecturing staff utilise are those of deep, genuine and surface acting. However, the use of these strategies is not straightforward, as academic lecturing staff apply a range of these regulation strategies based on several reasons or rationales. These rationales further determine when an individual will select one or a combination of regulation strategies. / Dissertation (MCom)--University of Pretoria, 2019. / Human Resource Management / MCom / Unrestricted

The apology video has become a genre of its own on YouTube. Easily recognizable, the particular ways that YouTube creators address controversy on the platform have been subject to extensive parody and media coverage as they rack up drama-fueled views. Despite this satirization, the apology video is a strategic tool for creators to repair tarnished reputations, regain the trust of their audience, and secure their livelihood in the face of public conflict. Through semiotic visual analysis and quantitative content analysis of videos from six popular creators this thesis examines their strategies of apology and expressions of emotional labour as a form of self presentation. The analysis departs from theoretical perspectives on the strategies of apology, the nature of a public crisis, and on performativity. The main findings reveal that the most heavily used strategies of apology are those involving acknowledging an offense, presenting plans to solve or prevent recurrence, and asking for forgiveness. An important factor is discovered to be the visual and behavioral performance of sincerity through aesthetics of intimacy and authenticity. And lastly, findings also indicate that creators discuss emotional labour in relation to facing criticisms or hardship, in worry around maintaining an income, and in order to continuously project a marketable persona.

Introduction It cannot be denied that employees bring their emotions to work, especially since emotions form a core part of individuals and cannot be separated from them and is thus part of organisational life. Emotions may influence an individual’s judgement, assessment and understanding of work events, and may therefore add to the complexity of work behaviour. The act of managing emotions and the emotional expressions at work for the purpose of compensation and consistency with the ‘display rules’ of an organisation is known as emotional labour. Emotional labour thus encompasses the management of feelings in an attempt to portray acceptable facial and bodily display to the public. Organisations have implicit and explicit emotional display rules that employees should abide, regardless of the employees’ felt emotions. Emotional labour is conducted by employees in an attempt to adapt, control or manage emotions viewed as inappropriate in the work environment. As such, emotional labour is associated with emotional regulation strategies, deep, surface or genuine acting. The concept of emotional labour has been developed and established within the services industry, for example, with flight attendants and teachers. This study aimed to explore how applicable the concept of emotional labour is within internal organisational services, namely, support staff in support departments across various South African industries. Research purpose The purpose of the study was to explore and describe the emotional labour strategies experienced and applied by support staff. The objectives are:  to explore the level of emotional labour performed by support staff  to describe to what extent difference in the levels of emotional labour occur across different support functions, and demographic groups  to describe the relationship that exists between emotional labour and intention to quit and job satisfaction. Research design, approach and method A cross-sectional survey design was used in this study. A non-probability sample was selected by means of availability and snowball sampling methods. The emotional labour scale, intention to quit and job satisfaction survey was administered to 269 individuals employed in support departments in paper-based and electronic format. The Statistical Package for the Social Sciences (SPSS) version 23 was used to conduct descriptive and correlational statistics on the data. Main findings The results of this study showed that support staff do perform emotional labour, with the use of all four emotional labour strategies, namely, hiding feeling, faking emotions, deep acting and genuine acting. Based on the sample used for this study, there was no statistical significant differences between gender, race and educational groups in terms of the emotional labour strategy used. There was, however, a weak, negative relationship between job satisfaction and surface acting, which was measured through hiding feelings and faking emotions. Even though the study was restricted by many methodological limitations, which are discussed in the last chapter of the dissertation, the study did provide some insight into the emotional labour levels and strategies performed by the support staff in the sample within a South African context. / Dissertation (MCom)--University of Pretoria, 2019. / Human Resource Management / MCom / Unrestricted

Många klienter som har kommit i kontakt med socialsekreterare har genomgått ett traumasom kan se olika ut. När socialsekreteraren ska ta en del av sin klients redogörelser riskerarsocialsekreteraren att även ta en del av klientens trauma, något som kallas för sekundärtraumatisering. Man kan alltså säga att socialsekreteraren blir traumatiserad av sin klientstrauman. Målet med denna uppsats är att öka förståelsen för hur socialsekreterare uppleveroch hanterar sekundär traumatisering inom socialtjänsten. Inom hanteringen av sekundärtraumatisering kommer även copingstrategier att beröras. Studien har tagits fram med hjälpav tidigare forskning inom sekundär traumatisering samt begreppet copingstrategier. Studiensförfattare har även använt sig av de teoretiska utgångspunkterna och begreppsförklaringarnasekundär traumatisering (trauma stewardship), empati & empatitrötthet, emotional labour,kognitiva scheman och copingstrategier för att analysera resultatet. Datainsamlingen har skettmed hjälp av fem kvalitativa intervjuer där sedan en tematisering har gjorts. Resultaten fråntematiseringen har sedan presenterats i en tabell med hjälp av Framework (se bilaga 3).Uppsatsens resultat indikerar att socialsekreterare upplever stress, ångest, repetitivatankemönster och skillnad i visad empati gentemot klienter i koppling till sitt arbete, möjligensom en konsekvens av att höra klienters traumaberättelser. Upplevelserna kan också förståsvara reaktioner på att arbeta med det egna känslolivet som verktyg. Socialsekreterareanvänder olika copingstrategier för att förebygga försämrat mående som ser olika ut blandmän och kvinnor. Resultaten tyder även på att det finns brist på kunskap och medvetenhetkring begreppet sekundär traumatisering då det är ett begrepp som sällan diskuteras.

Using autoethnography, combined with qualitative data collected through innovative online methods, this dissertation explores the experience of navigating the emotional geographic space of graduate school for non-visibly disabled students such as learning disabilities, and mental health disabilities at two southern Ontario universities. Autoethnography merges tenets of ethnography and autobiography to allow researchers to prioritize their own experiences as valuable data and “making it possible to construct the ethnographic scenes that happened and the fictional scenes that didn’t—but could have” (Ellis, 2004, p. xx). As such, the work produced by autoethnography is “expressive rather than representational” (Kiesinger, 1998, p. 74) This dissertation is a narrative based on real and fictionalized events told through dialogue between the author, a composite character, and six co-participant graduate students who provide their stories through e-mails and a collaborative blog. Academic literature, observations, areas for future research, and recommendations are woven into the dialogue and layered throughout the dissertation in non-dialogic sections. Davidson and Milligan (2004) posits, “Our emotional relations and interactions weave through and help form the fabric of our unique personal geographies” (p. 523). By focusing on unacknowledged and misunderstood “emotional labor” (managing emotions in paid work environments) and emotion work (managing emotions in unpaid work environments) (Hochschild, 1983), this dissertation demonstrates how non-visibly disabled students must perform “extra work” that distinguishes their experiences and the effort required to navigate the spaces and places of academia. With a specific focus on the process of acquiring and implementing academic and workplace accommodations, it draws on the literatures and theoretical insights of emotional geography and critical disability studies to demonstrate how these disabilities are misunderstood and stigmatized, which results in an accommodation process that is both humiliating and inadequate to support non-visibly disabled graduate students. Thus, understanding the emotional geography of the accommodation process is vital to creating effective academic and workplace accommodations for non-visibly disabled graduate students. / Dissertation / Doctor of Philosophy (PhD)

Syfte. Syftet med denna studie var att undersöka kvinnors upplevelser av att ha PMS i arbetslivet. Målet med studien var att beskriva vilka faktorer som är centrala i detta samt eventuella behov kopplade till upplevelsen. Metod. Studien använde kvalitativ ansats och semistrukturerad intervju och tematisk analys som metod. 6 yrkesaktiva kvinnor mellan 26–42 år med regelbunden PMS rekryterades i ett ändamålsenligt tillgänglighetsurval för att bäst fånga in studiens syfte och frågeställning. Resultat. Analysen resulterade i följande huvudteman; 1) Kunskap är nyckeln till förståelse, 2) Sociala faktorer försvårar och underlättar, 3) Belastningar ökar och 4) Anpassningar hjälper. Kunskap om ämnet rapporterades som en viktig grundförutsättning för att hantera PMS. Belastningar i arbetet upplevdes öka under PMS samtidigt som sociala faktorer både försvårade och underlättade upplevelsen. Anpassningar av arbetsupplägget och i arbetsmiljön efterfrågades samt upplevdes vara hjälpsamma vid PMS. Slutsats. Att arbeta med PMS upplevs vara belastande och kunna leda till stress och utmattningsproblematik. Hjälpsamma anpassningar vid PMS erfordras och behöver föregås av dialog på arbetsplatsen, vilket i sin tur kräver kunskapsutveckling om PMS inom organisationen / Purpose. The aim of the study was to examine women's experiences of having PMS in the worklife. The goal was to describe which factors are central and which needs are related to them. Method. The study was qualitative and specific methods were semi structured interviews and thematic analysis. 6 participants were recruited through expedient and availability selection. The participants were working females, aged 26–42, with regular PMS. Results. Main themes in the analysis were; 1) Knowledge is the key to understanding, 2)Social factors complicate and facilitate, 3) Strains increase, and 4) Adjustments helps. Knowledge about PMS is necessary in order to cope. Strains within the work context were experienced as higher during PMS. Social factors at work were reported to both obstruct and ease symptoms whilst adaptations in the workplace were requested and helpful. Conclusion. To work during PMS is experienced as burdensome and can possibly cause stress and burnout. Helpful adjustments during PMS is required but needs to be preceded by conversation at the workplace, which in its turn is required to be preceded by increased knowledge within the organization.

Syftet med denna uppsats var att sammanställa forskning som belyser socialarbetarens egna erfarenheter av emotionellt arbete. Syftet var även att undersöka på vilket sätt emotioner hanteras i det klientnära arbetet och hur det påverkar socialarbetare. Den metod som användes var en översiktsstudie där 12 kvalitativa intervjustudier samlades in genom sökningar på databaserna Social Service Abstract och OneSearch. En kvalitativ innehållsanalys tillämpades där fyra teman identifierades vilka var emotionella påfrestningar i klientnära arbete, hantering av emotioner, emotionellt lönearbete och att visa känslor. Empirin analyserades med hjälp av Goffmans dramaturgiska perspektiv om interaktionens betydelse samt Hochschilds teori om emotionellt lönearbete. Resultatet visade att socialarbetare ständigt utsätts för emotionella påfrestningar samt att de tvingas använda sig av olika strategier som inkluderar att kontrollera och undantrycka sina känslor. Detta för att dels undvika att riskera sitt eget välbefinnande och dels för att det råder en känslokultur på arbetsplatsen som man förväntas förhålla sig till. Vidare visade resultatet att empati ses som en grundläggande del inom socialt arbete och att emotioner kan användas som en resurs i mötet med klienter. Slutsaten var att emotioner, som skapas i relation till klienter, har en stor påverkan på socialarbetare. Gemensamt för socialarbetarnas upplevelser var att socialt arbete är ett krävande arbete där man har en förväntan på sig att agera utifrån givna känsloregler. Detta har lett till att socialarbetarna skapat olika informella strategier för att handskas med det emotionellt påfrestande arbetet. / The purpose of this essay was to compile research that sheds light on the social worker's own experiences of emotional work. The purpose was also to investigate in what way emotions are handled in client-based work and how it affects social workers. The method used was a scoping study where 12 qualitative interview studies were collected through searches on the databases Social Service Abstract and OneSearch. A qualitative content analysis was applied where four themes were identified which were emotional stress in client-based work, managing emotions, emotional labour and showing emotions. The empiric was analyzed using Goffman's dramaturgical perspective about the significance of interaction and Hochschild's theory of emotional labour. The results showed that social workers are constantly exposed to emotional stress and that they are forced to use various strategies that include controlling and expressing their emotions. This is partly to avoid risking one's own well-being and partly because there is an emotional culture in the workplace that one is expected to relate to. Furthermore, the results showed that empathy is seen as a fundamental part of social work and that emotions can be used as a resource in meeting clients. The conclusion was that emotions, which are created in relation to clients, have a great impact on social workers. Common to the social workers' experiences was that social work is a demanding job where you have an expectation that you will act on the basis of given emotional rules. This has led to the social workers creating various informal strategies for dealing with the emotionally stressful work.

The article focuses on emotional labour and self-identity at the Irish-owned Aer Lingus airline from 1998 to 2008. It has been suggested that emotional labour is likely to be an increasingly important feature of frontline service jobs. However, in this case management has reduced the level of emotional labour requirement while work organization, recruitment policy and training have changed to focus on sales and lower labour costs, intensifying workloads and reducing cabin crew autonomy. Although some may suggest that a reduction in emotional labour requirement would be a positive outcome for employees, this is not how it has been perceived by some cabin crew. Long-serving cabin crew in particular see these changes as an attack on their professionalism and a challenge to their identity as skilled emotion workers.

While there is a considerable body of academic literature on prostitution and sex work, there is relatively little research exploring the working conditions and occupational structures for men and women working in the indoor sex industry. There is a continuing tension between the theoretical position that considers prostitution as gendered exploitation and that which views commercial sex as work, although more recent studies have begun to explore different labour practices in some types of sex work. This thesis moves beyond previous analyses through framing the research theoretically as an occupational study, encompassing the experiences and transitions of female and male sex workers, as well as a small number of transgender participants, and setting these in the context of broader labour market theories and research. Using a qualitative approach, the study considers diverse labour processes and structures in indoor markets and adult sex workers perceptions of the terms and conditions of their work. The research develops an understanding of sex workers agency in relation to state structures, policy frameworks and varied working circumstances. It theorises the relationship of human agency to social stigma and recognition or denial of rights. It extends on existing classifications of pathways into and from sex work and develops typologies incorporating transitions between sub-sectors in the indoor sex industry, as well as temporary and longer-term sex working careers related to varied settings and individual aspirations. While the research identified gendered structures in indoor markets, which reflect those in the broader economy, the findings also contest gender-specific constructions of exploitation and agency through emphasising the diverse experiences of both male and female sex workers. I argue for development of a continuum of agency, which incorporates interlinking concepts such as respect, recognition and economic status and includes both commercial and private intimate relations. I contend that acknowledgement of sexual labour as work is a necessary precondition for recognising sex workers rights and reducing instances of physical and social disrespect. Nonetheless, this is not sufficient to counter social stigma, which is perpetuated by state discourses and policy campaigns which fail to recognise sex workers voices and, in doing so, create new forms of social injustice.

Emotions play a profound role in the workplace, especially in the human service profession. Service agents, for example educators, are expected to express socially desired emotions in a service interaction with learners. This direct face-to-face contact with learners requires a lot of emotions and in order to advance educational goals, teachers perform Emotion Work. Factors like the individual factor Emotional Intelligence and organisational factors like Job Autonomy, Supervisor- and Co-worker Support have a profound impact on how Emotion Work is experienced. Emotion Work has an influence on the experience of Well-Being. The objective of this research is to determine the relationship between Emotion Work, Emotional Intelligence, Organisational Factors and Well-Being within secondary schools in South Africa. The research method consists of a literature review and an empirical study. A cross-sectional survey design was used to collect the data. A non-probability convenience sample was taken from 257 educators in high schools in the Gauteng Province. The Schutte Emotional Intelligence Scale (SEIS), The Utrecht Work Engagement Scale (UWES), Oldenburg Burnout Inventory (English version) (OBLI). Scale from the Frankfurt Emotion Work Scales (FEWS) and Organisational Factor Scale were used as measuring instruments. The statistical analysis was carried out with the SPSS-programme. The statistical methods utilised in the article consisted of descriptive statistics, Cronbach alpha coefficients, factor analysis (using a principle components analysis), Pearson product-moment correlation coefficients and multiple regression analyses were used to analyse the data. A factor analysis confirmed two factors for Burnout, consisting of Exhaustion and Mental Distance; Emotion Work also consists of two factors namely Positive Emotion Work and Negative Emotion Work, Emotional Intelligence (four factors) consisting of Mood Regulation/Optimism, Emotion Management/Social Skills, Emotion Appraisal and Emotion Detachment. The OF (Organisational Factors) and UWES both showed acceptable internal consistencies. The analysis of Pearson correlations in this study showed that Exhaustion is negatively correlated with Job Autonomy, Supervisory Support and Engagement, while positively correlated with Negative Emotion Work and Mental Distance. Mental Distance is negatively correlated with Job Autonomy, Supervisory Support and Engagement and positively correlated with Negative Emotion Work. Engagement is positively correlated to Mood Regulation/Optimism, Emotion Management/Social Skills, Co-worker Support and Supervisory Support. Emotion Management/Social Skills is positively correlated to Emotion Appraisal and lastly Supervisor Support is positively correlated to Co-worker Support. A regression analysis with Engagement as dependent variable indicated that Positive Emotion Work, Negative Emotion Work, Mood Regulation/Optimisrn and Supervisor Support in an educator environment were the best predictors of Engagement. With Exhaustion as the dependent variable, Negative Emotion Work, Job Autonomy and Supervisor Support were the best predictors of Exhaustion and with Mental Distance as the dependent variable, Negative Emotion Work, Job Autonomy and Supervisor Support were the best predictors of Mental Distance. Recommendations are made for the educators' profession and for future research purposes. / Thesis (M.Com. (Industrial Psychology))--North-West University, Potchefstroom Campus, 2007