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| List of Figures and Tables | |
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| Preface | |
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| Acknowledgments | |
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| Emotional Connections: Intersections of Communication, Work, and Feeling | |
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| The Ubiquity of Emotional Communication | |
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| Five Types of Organizational Emotion | |
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| Emotional labor and surface acting | |
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| Emotional work and deep acting | |
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| Relational emotion | |
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| Emotional boundary spanning | |
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| Emotional effects | |
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| Why Take an Organizational Communication Perspective? | |
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| Good Work: Emotional Communication and Moral Meanings | |
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| Survival of the Kindest? | |
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| Emotion-Guided, Interest-Sensitive Communication | |
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| Emotion guided | |
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| Interests and goals | |
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| Emotionally Competent Employees | |
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| Conclusion | |
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| Communicating Emotion: Levels of Organization and Forms of Expression | |
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| Levels of Communication | |
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| Individual | |
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| Relational | |
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| Workgroup | |
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| Organizational | |
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| Occupational | |
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| Societal | |
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| Global | |
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| Processes of Emotional Communication | |
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| Non-verbal cues | |
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| Words and language | |
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| Tactics | |
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| Interaction sequences | |
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| Emotion sharpening | |
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| Emotion uncovering | |
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| Blunders and slips | |
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| Narratives | |
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| Rituals | |
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| Conclusion | |
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| Emotional Occupations | |
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| Emotional Jobs | |
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| Surface Acting and Boundary Work: Meet the "Director of First Impressions" | |
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| Emotional Believers: Deep Acting and the Education of Book Salespersons | |
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| Emotion Prescribers: The Curious Case of "Dr Phil" | |
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| Emotion Elicitors: Stand-up Comics, Film-makers, and Police Officers | |
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| Emotional Meaning Makers: Clergy, Gurus, and a "Spiritual Warrior" | |
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| Emotional Resilience Builders: Trainers, Drill Sergeants, and Medical Students | |
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| Emotion Orchestrators: Athletic Coaches, Funeral Directors, and Managers | |
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| Coolers and Soothers: Crisis Workers, Counselors, and Con Artists | |
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| Moral Emoters: Social Activists, Politicians, and Cable Television Hosts | |
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| Emotional Utility Players | |
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| Toxin Handlers | |
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| Mood shifters | |
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| Emotion articulators | |
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| Occupational Socialization: Learning the Emotional Ropes | |
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| Parenting and family experiences | |
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| Childhood activities | |
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| Media modeling | |
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| Formal education and training | |
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| Diverse life experiences | |
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| Conclusion | |
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| Work Relationships: Getting Emotional with Peers, Supervisors, and Others | |
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| Work Relationships are Emotionally Unique | |
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| Workplace varieties of relational emotion | |
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| Types of Work Relationships | |
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| Leaders and followers | |
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| Peer Relationships | |
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| Workplace friendships | |
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| Emotionally difficult relationships | |
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| Team relationships | |
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| Creative partnerships | |
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| Relational Functions of Emotional Communication | |
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| Provoking | |
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| Detecting/anticipating | |
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| Maintaining | |
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| Tipping | |
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| Intensifying | |
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| Forgiving | |
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| Soothing | |
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| Remembering/reconstructing | |
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| Developing/maturing | |
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| Conclusion | |
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| Emotion and Organizational Morality | |
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| The Signal Function of Emotion | |
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| Signaling danger | |
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| Signaling moral jeopardy and moral decay | |
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| Signaling face threat | |
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| Moral Emotions at Work | |
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| Documenting the moral emotions | |
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| Moral Emotions and Communication Process | |
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| Emotional Tyranny | |
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| Emotional weaponry: a brief primer | |
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| Conclusion: Emotion as a Guide to Doing Good | |
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| Emotional Trends | |
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| Emotional Connectivity | |
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| Ephemeral Emotional Connections | |
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| Emotional Jobs, Products, and Services | |
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| Emotional jobs | |
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| Emotional products and services | |
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| Economic Trends and Emotional Costs | |
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| Popular Media and Emotional Desensitization | |
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| Emotional Rampage | |
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| Emotional Mending: Justice and Forgiveness at Work | |
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| Conclusion | |
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| Index | |