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Communicating Emotion at Work

ISBN-10: 0745648967
ISBN-13: 9780745648965
Edition: 2011
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Description: Emotional communication is a crucial but often underappreciated force in our working lives - it enhances or impedes occupational success, forges meaningful bonds among co-workers, and shapes the moral character of our workplaces. Collective  More...

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Book details

Copyright year: 2011
Publisher: Polity Press
Publication date: 10/14/2011
Binding: Paperback
Pages: 200
Size: 5.90" wide x 8.30" long x 0.70" tall
Weight: 0.418
Language: English

Emotional communication is a crucial but often underappreciated force in our working lives - it enhances or impedes occupational success, forges meaningful bonds among co-workers, and shapes the moral character of our workplaces. Collective performances of emotion define an organization's culture. They define how organizations are perceived by their customers and communities. Although often subject to perverse manipulation, the communication of emotion can make our work humane, rewarding, and even good. Communicating Emotion at Work chronicles the rich emotional experiences of employees drawn from a broad cross-section of industries and occupations. It takes a decidedly positive approach, recognizing that emotional communication is a vital and creative response to the challenges of life in complex organizations. The text introduces readers to the engaging and cross-disciplinary body of research that has emerged around organizational emotion. At the same time, each chapter is steeped in real-life emotional narratives, concrete examples, and the contemporary trends that are changing the emotional tenor of work. Designed to help readers become more mindful of the organizational practices that shape their emotional well-being, this accessible text will be particularly useful in courses focused on organizational communication, business, and organizational behaviour.

Vincent R. Waldron is Professor of Communication Studies at Arizona State University, where he teaches courses on communication in work and personal relationships. Professor Waldron received his Ph.D. from Ohio State University in 1989. Dr. Waldron's research explores how employees manage difficult workplace encounters, such as expressing intense emotion, exercising upward influence, and repairing damaged relationships. The author of two previous books on these subjects, Professor Waldron has published his work in such outlets as the Journal of Social and Personal Relationships, Management Communication Quarterly, and Communication Yearbook. Vince Waldron has been recognized as a Professor of the Year by the Carnegie Foundation for the Advancement of Teaching. He is chair-elect of the Interpersonal Communication Division of the National Communication Association. With his wife Kathleen and daughters Emily and Laura, Vince Waldron resides in Phoenix, Arizona.

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

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