From emotional suppression to regulated empathy : the changing face of control in the CES


Autoria(s): Maconachie, Glenda
Contribuinte(s)

McAndrew, I.

Geare, A.

Data(s)

2002

Resumo

Between the 1970s and the 1990s the level and type of emotionality in the Commonwealth Employment Service (the Australian national employment service) altered. Within a context of changing economic conditions and concomitant work intensification, it is argued that untenable working conditions resulted in new recruits adopting a coping strategy that led to the use rather than the suppression of emotions. The use of emotions provided workers with job satisfaction and greater control over service interactions. Management subsequently commandeered the use of emotions to complement the introduction of private sector management techniques and service delivery reforms, regaining control over worker-client interactions.

Formato

application/pdf

Identificador

http://eprints.qut.edu.au/24686/

Publicador

AIRAANZ, University of Otago

Relação

http://eprints.qut.edu.au/24686/1/24686.pdf

http://www.mngt.waikato.ac.nz/Departments/Strategy%20and%20Human%20Resource%20Management/airaanz/old/conferce/queenstown2002/pdf/volume1/MaconachieRef-Fromemotional.pdf

Maconachie, Glenda (2002) From emotional suppression to regulated empathy : the changing face of control in the CES. In McAndrew, I. & Geare, A. (Eds.) Proceedings of the 16th Conference of the Association of Industrial Relations Academics of Australia and New Zealand, 6-8 February 2002, Queenstown, New Zealand.

Direitos

Copyright 2002 [please consult the author]

Fonte

QUT Business School; School of Management

Palavras-Chave #150306 Industrial Relations #Commonwealth Employment Service #emotionality #worker-client interactions
Tipo

Conference Paper