Losing innocence : finding the line between emotional bonds and boundaries in protective service work

Hartel, Charmine and Tan, Jacintha 2005, Losing innocence : finding the line between emotional bonds and boundaries in protective service work, in EURAM 2005 : Fulltext Proceedings, München, Munich, Germany.

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Title Losing innocence : finding the line between emotional bonds and boundaries in protective service work
Author(s) Hartel, Charmine
Tan, Jacintha
Conference name European Academy of Management Conference (2005 : Munich, Germany)
Conference location Munich, Germany
Conference dates 4-7 May 2005
Title of proceedings EURAM 2005 : Fulltext Proceedings
Editor(s) Piller, Frank T.
Publication date 2005
Conference series European Academy of Management Conference
Publisher München
Place of publication Munich, Germany
Keyword(s) protective service work
emotional work
emotional management
service relationship
professional care-giving
Summary This paper builds on existing literature on the notion of emotional labour by investigating work in a child protective service environment. Notable characteristics of formal organisations, such as child protective services, are that they operate within a legal framework and that workers' professional duties have great influence on clients. This paper examines the intricacies of the worker-client relationship and the emotional dynamics of the service interactions by interviewing a group of workers in a public hospital in Victoria, Australia. This research extricates the complexities in the client-worker relationship by examining a range of work characteristics including their roles as professional caregivers, the emotional bonds and boundaries in the workers-client relationship, the intensity and magnitude of felt and displayed emotions, as well as the self-management of emotions and clients' emotions. This study adds to existing knowledge on the emotional expressions, experiences and regulation of emotions of the professional work lives in a child protective service work environment.
This paper is divided into the following sections. The first section details protective service work within the larger framework of human service work, and how the worker-client interface is different from other front-line service work. This is followed the need to examine the emotional dynamics of work in a child protective service organisation. Next, a study of these emotional dynamics in a child protective service organisation is reported. The paper concludes with a consideration of the wider implications for the sociology of protective service work, and how affective issues differ other service work roles.
Language eng
Field of Research 150305 Human Resources Management
Socio Economic Objective 910402 Management
HERDC Research category E1 Full written paper - refereed
Copyright notice ©2005, München
Persistent URL http://hdl.handle.net/10536/DRO/DU:30005802

Document type: Conference Paper
Collection: Deakin Graduate School of Business
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